Query reports of ٰ Task violations
Please provide Query reports of ٰ Tasks SLA violations
Why are Preventative Maintenance tasks created as Incidents?
Hi, I haven't used the SDP Preventative Maintenance feature up until now, but I am considering using it to schedule and assign ownership of regular tests of our Disaster Recovery procedures. I have noticed that this SDP feature uses an Incident template and creates PM tasks as Incidents. These are not really Incidents (in the ITIL sense of the word) so I would have thought that it would be more appropriate to create them as Service Requests. If they are created as Incidents then I will have to filter
Need of Architectural Diagram
Hi Team, Can you share us the Architectural diagram of Service Desk Plus
Task Creation in API
I have created a request template with 3 tasks added on the workflow tab. I have the Trigger Tasks set to Automatically trigger upon creation. When I create a request in the Service Desk UI, the tasks are automatically created. Yea! When I use the v3 API to create the request, the tasks are not created when the request is created. Should the tasks be created when the request is created via API? Is there an attribute to add/trigger the tasks? If not, how should I trigger the creation of the
Problem when change CI icon
Dear all When I change CI icon (after Upload Image 48x48px) but the popup says "You are not athorized to view this page and i can't change it. Anyone can help me in this case. Thank a lot.
different notifications for different requests based on service category in service catalog
Is there a way to have different notifications that are sent out for tasks and requests? For instance based on Service Category
Auto cc populate when request assigned a group
Hi, Is it possible that e-mail ID's to notify is auto populate when assigned a group and auto populate cc field when a technician reply a request. For example; If the group of request is Group A, auto cc abc@mail.com and auto populate this address when a technician in Group A is replying request. Thanks.
Asset field cleared on edit of ticket
Hello. When a request is raised, the Asset field has the computer number in it but then when you go to edit the form, it deletes the asset and you need to add it in again. Is there a known bug or can you fix please?
Web RDP with shadow
Hi, Usually we take remote desktop on client computer and solved their problem. Almost user's problem related to issue that face while working organization software and need for training. Web RDP in SDP is okay, but we need to see their desktop. As matter of fact we need to Web RDP SHADOW. With shadow in RDP, we can view user's desktop. Do you have any solution for this issue? Can you add this feature to your product? Regards
Latest Version - Migration
HI, If I convert my teams/departments into different ESM silos - is there a migration tool to move over the existing old requests?
[SDF-85516] Is it possible to add a custom view for particular tags?
Can I include a tag search in the criteria for a custom request view?
Dynamic Loading of Incident Templates
Hello, I am trying to combine servicedesks for different departments. I added Support Group field on the Default Request template and created two more templates and associated them with two support groups. So, when the user selects the Support Group field, I want the associated incident template is loaded automatically. I have seen there is possibility to hide/show fields but how to load the whole template dynamically? Best Regards, Onur Ayhan
Multiple ServiceDesk Plus instances on the same server
Dear forum members and support team, as it was mentioned in old forum topic, there was no possibility to raise multiple instances on one server in 2012. But I also found this article from the end of 2013, where is given possible solution. Has anybody tried to realize it? Is there a working solution for today?
Can Automate AD Password reset from Service Desk Plus after integration
Hi All , Am looking to automate flow for specific service template where i have service template to reset user AD password , so once the request is approved it may trigger the reset or technician can click on reset password where it will auto fill specific details for the password reset . technicians will not search on the AD user and reset his password am looking for automation process . fields will be auto filled from the same request ( avoid the manual work ) notes :- 1- AD Manager already integrated
How to disassociate Barcodes from assets?
Hi All, does anyone know how to disassociate Barcodes from assets in bulk? just testing the barcode feature and bulk associated the wrong numbers to a group of assets thanks Russ
To measure the first response time
Hi Team, We want to measure the average time taken for first response for the ticket and we want to share the same to the requester.Please suggest us Thanks and Regards, Divya Bharathi, Quality
Notify requester on ticket status
Hi Team, Please suggest us how to notify the requester through mail for every status change of their ticket. Thanks and Regards, Divya Bharathi.
Auto populate the Technician Assignment Field upon picking up or accepting the Ticket
Hi, Is there a way where the Tool can auto populate the Technician Assignment field as soon as any of the Personnel accepts the Ticket? There should be an automated mechanism from the Tool that will automatically populate the Technician Field once Ticket is accepted instead of manually inputting the Technician's name on it. Thanks!
Default On hold timer
Hi all, is htere a method of addign a default timer to the On-Hold functionality so that a ticket will be reopened after say 3 days withouth the need to manually input a timer?
Is there a way to associate components to assets on mass
I have a scenario where we would like to have a set of components associated with a particular asset. Like a mobile phone should have screen protector, case, charger associated a tablet to have screen protector, case, charger, stylus, keyboard. This can be done manually but is time consuming and would handy to have all the components associated then when assigned they all get assigned at the same time and unassigned
customer rating system
Hi Team, We want our customer satisfaction ...for this we want our customer to rate and review the services provided in service desk...Please guide us to attain this Thanks and Regards, Divya Bharathi, Quality
Sending mail from multiple addresses
Dears, Hi guys. Here is my outgoing mail server settings. I configured tetris1@mobicom.mn . I want sent mail from many mail addresses (helpdesk@mobicom.mn , tech@mobicom.mn , etc ..) Is there any way to send mail from multiple addresses. When i Mail to Requesters it shows To,CC,Subject,Body) fields.How to add `From` fields and it can be editable.
[SDF-50014] Print multiple requests
Hi, I've got a request from my organization where there sometimes is a need to print multiple requests at once. Would it be possible to add an option in the request list view to print the requests that have been marked by the user? Thanks and regards SDP 10514 MSSQL
Service Desk Plus SQL Connection
Hello, I need some help and would appreciate any help. It is time to move my SDP install to a new server. I built a new Windows Server 2019 with SQL Express 2019 as well. I installed Service Desk Plus version 10.5 Build 10501. I want to change my database to SQL DB. I go to \ManageEngine\ServiceDesk\Bin folder and run ChangeDBServer.bat. It prompts me for all my SQL server, when I provide the SQL account and password with SysAdmin access and I click ok, I get the following error message: "Database
Automate Ticket Assigning to Requester
Good Morning, We have Low Data Threshold notifications that are sometimes sent in the middle of the night where a technician may not be able to get to the ticket til the morning to assign to a requester. By assigning to a requester, the ticket notifies the client that of the request. We would like to automate the process by a custom script in the actions column of the business rules. The process is a request comes in that Excludes certain details on the email heading, It locates the customer based
How to hide or change label of Others -> Default Template
Hi, I need to hide or change label of Others -> Default Template like below image: Build version: 11.1.06 What should I do? Do you have any alternative solution? Thanks for helping
Add Approver Stage based on input data
Is it possible to setup a service template to add stage 2 approver based on input data in a textbox? ex. if user inputs greater than 5000 in the Amount textbox, the request should add a stage 2 approver (stage 1 approver is selected by the user)
Can we approve tickets by replying back with a message via email?
When someone creates a ticket/request with an approval The approver gets an email with a link to click that takes them to the request where they can then approve it Is it possible to approve that request by just putting in specific word? For example we have another program where if we reply "ok" the request gets approved for that app. It would be great if this is possible so no one needs to click a link
anonymize fields from request
Good morning, does anyone know of a method to anonymize fields from requests after they have been completed? (For example the email) I tried to do it manually but it remains track on the history In my requests the email of an external customer is inserted by the technician asking that all his data be deleted from our systems. Once the request is complete, the customer's email should disappear without the request being deleted. Can anyone help me?
Private reports
Is there a query to remove reports (public and private) from users that are no longer technicians in the system?
Resolution at top of resolve email
We have our servicedesk set to email the requester the resolution and the original request, but with the resolution ordered at the bottom of the e-mail, about half the time the requester does not see it - especially when the original request is a 10+ bottom-to-top ordered email conversation chain. I've been looking through the settings without finding anything, so how do we set the resolution at the top of the request resolved mail?
Change Existing Technician Details
Good morning, I recently broke my user account (melanien) and have had to create (meln) in our AD. Is it possible to update my current Technician account in SDP to continue as meln without losing my current tickets and ticket history? Thank you for your time and assistance. Kind regards Mel
AdselfService and Servicedesk on the same machine?
I have a question, is this possible to install on the same machine windows server 2012 two services AdselfService and Servicedesk? I have already installed AdselfService and now want to install Servicedesk, as I see these services working on different web page ports 8888 versus 80/443, but what about shared database I have then one instance of Postgresql but with two separare databases, one for AdselfService and another to Servicedesk? Please explain me this, thank you.
[SDF-39708] Custom view for work orders that do not have a DueBy date OR DueBy date has past?
Hello Is there a way that I can make a custom view that shows requests that do not have a due date set OR have a due date that has past? In a sense, I want to see incidents that are relevent "today". Thanks ..
Service Catalog - Business Rules
Hello, In the Helpdesk Customizer option, categories, subcategories and articles are configured, business rules are added, is it possible to use these business rules so that a user when using the self-service portal is applied ?, at this time use the self-portal service, categories, subcategories, etc. appears without problem, but does not apply the SLA's configured in the business rules, the Service Catalog - Business Rules option has not been configured, these SLA rules are already configured and
Measure First Response time
Hi, We have requirement to measure and analyse time taken for first response for the tickets. Pl guide how can we take a report with "First response" time taken with other ticket parameters such as Ticket ID, date created, group, technician, etc., Regards R karthikeyan
Request Summary
Why would data reported under the Request Summary widget be different between myself (SDAdmin) and another SDAdmin. For example the calls inbound and completed for yesterday are different compared to another SDAdmin's data, although for previous days they do tally up. Checked that the data being pulled into this wdiget is from 'All Support Groups' Anything to do with the permissions/support groups assocaited to that SDAdmin? Any help would be appreciated.
Set up multiple email accounts select which one to reply to
I need to know how to select other outgoing email accounts to reply to the ticket.By default, it only lets me put an email account
Is there a way to change the default setting for "Add Note"?
I would like to have the "Show this note to Requestor" as always on. Is there a way to do this in SDP?
Restore log deleted log file
Can i retireve deleted log file under the log viewer ?
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