Create a field for Line Manager in a new request
Hi - apologies if this has been asked, but I can't find the answer!! I am trying to create a field for Line Manager for a new joiner type of service request. To ensure it is correct, I was hoping that I could make the field query the list of requestors within ServiceDesk plus, which sync's from our AD, but can't seem to figure out how to do it. Any ideas? Thanks!
[ SD-83227]Auto Saving Cursor jumps to the beginning
I noticed that whilst typing a new message out of a ticket, the messages gets saved automatically after some time. Whenever this happens, the cursor jumps back to the beginning. This can be very annoying since it can happen multiple times when you write a long response.
What is SLA response time
Hi, I configured a SLA with 15min Response Time and 60min Resolution Time, associated with a specific priority. When a new ticket arrives with that priority til when is the response time suposed to be counted? I tryed to assign the ticket to a technician, passe it to the start work status, send a reply to the requester. But the response time appears to be still running....
[SD-83719] SDGuest - added to all techs
Has anyone else noticed that the role SDGuest has been added to all/most of their existing technicians? We're running v11004 and have not assigned this role to any of our techs prior to updating from v10017. Now it seems the role is being added daily back to techs which may be tied to another issue we are having (random forced logoffs). Could this be tied to the daily AD sync? Has anyone else seen this? What ramifications does this have to tech access etc..
Hiding / Deleting inactive Incident Templates
Hi all, Currently using 9.2 Build 9221, but soon upgrading to 9335. Over the years we've built up a big library of Incident templates. When a template is no longer relevant, we delete it, but it seems to only mark it as Inactive: This makes the Template screen very untidy, and its not easy to audit our active templates without having to manually pick through them. I have a test copy of ServiceDesk+ set up with no templates other than the Default. I set up a new Template, and deleted it straight
[SD-83352] API updating total memory
I am making an API call to a CI Name to update the Site and Assign Ownership to a user. (Below API call). The API call is also modifying the Total Memory for some reason. Is there a reason why the call is modifying this field? (Below image) The API call is wrapped in a Windows Form where we are collect the data from the end-user. So there is more involved with the script than just the call below. But the remaining aspects of the script is creating the form and passing variables. $requestComputerBody
[SDF-23696] Change Workflow - How to make Sch start and sch end mandatory fields when moving to approval phase
Hi , I tried this in Change template field and form rules On Submit but doesnt seem to work
[SOLVED] Disable ZIA Icon
Hello to all, are there any way to disable ZIA icon on Servicedesk Plus? Thanks in advance
Emails not appearing in new support group
Hi, Hope someone can help me. I've set up many queues with email addresses before with no problem, but now i'm having an issue with this new one. Created a new support group with technicians assigned to it. Created a business rule for that, so if emails to this address are sent in, they should appear on the new support group. As mentioned before, i've done this for complaints and marketing recently with no issues. is it an issue with exchange perhaps? If anyone can advise me that would be great.
Search tickets by state ( REST API + JSON + PYTHON)
I'm trying to use Service Desk Plus v3 API, to get tickets by state. I'm using Python + JSON. The following code runs, and returns some tickets, but ignores the filters. Can someone show me a working example? Thanks in advance. import requests import urllib3 import json myUrl = 'https://192.168.X.X:8080/api/v3/requests' myToken = '9E86563E-AB0B-41D2-BE5B-3D3A516E24B6' myHead = {'Authtoken': myToken} payload= { "list_info": { "row_count": 20, "start_index": 1,
Updating Prioity sets SLA to "Not Assigned" - why? !!! URGENT!!!
Hello - I have a big issue where if a requester submits a ticket with a wrong Priority, the Technician will triage it accordingly but when changing the Prioity, the Response and Resolution Due By times are set to N/A. Why is this? THis is very urgent as our SLA reporting is skewed in inaccurate, please help!!
SLA problem
Hi, It appears that the SLA will only react to the operational hours if it is measured in 'hours' rather than 'days'. For example, if I set the resolution time to 23hrs 59minutes it will set the DueBy date based on actual working hours. If i then change the resolution time to 1day, the DueBy date is set at exactly 1 day away, regardless of the operational hours. This means that we can only set an SLA of a maxium 23hrs 59mins as any more than this does not work correctly.
How to script approvals based on multiple values in a Service Catalog resource question
I am really stuck on trying to use a Python script to automate our approval process. I have focused on the script that Gopinath published, but cannot get it to evaluate values in Service Catalog questions, or fields with multiple values. There seem to be a lot of conversations around this topic, and is a critical need for us to automate. My challenge is that I am not a Python programmer, and don't know what data is available in the JSON file to have the scripts evaluate. Hopefully I am just
ServiceDesk Plus - Importing Virtual Hosts and Virtual Machines
Hi guys, Is it possible to manually import Virtual Hosts and VM's via CSV so that they are classified as Virtual Hosts and Virtual Machines? Do I need to specify particular fields in my import file? Basically I want to add my ESX hosts manually via file as I can't import via vCenter, and I don't want to do scans on every host. The reason I ask this is that an import task only appears to list "Server" as an asset type, and not a separate option for "Virtual Host". Cheers, Ben
Assign ticket to different site technicians
I have some troubles on setting up assign tickets owner on SDP. Requester A (site A) send out an incident template which will assign the ticket in round robin method. I have setup some business rules on this to hope i can assign to the correct technicians but failed. business rule example: subject= "A", placed in group "A", but still round robin the request to the technician who are not in group A. My perfect scenario: Requester A (site A) incident template submitted, ticket assign to technician
Suppress disabled users from AD for new tickets and project members
How do we hide users from the requester list that had disabled AD Accounts? – Project Member, Requester, etc. Many users start out as a contractor, with an ID that starts with a 9, then they are converted to a full time employee. Example: In active directory, there's a disabled account and an active account. Both accounts are in ServiceDesk, which makes sense, because we don't want orphaned tickets for disabled accounts. But, for new tickets, it would make MUCH more sense for the disabled user to
[SD-83369, SD-81394] Missing scrollbars in Chrome on Changes
When viewing the Change list using Chrome Version 78.0.3904.108 (Official Build) (64-bit), there are no horizontal or vertical scroll bars in the window. Also the arrow or pgup/pgdown keys don't work to go line by line. Scrollbars DO appear in IE 11.476. Also DO appear in Request module in Chrome In SDP Version 10.5 Build 10513 on a windows machines. I've checked multiple users.
Removed user with assigned assets
We have AD sync on for our users list to get updated for SDP. When we remove a user in AD that had assets assigned to them in SDP we find that the asset has its assigned into removed also. We was hoping that there was a way to leave at least the department that it was assigned when the user gets removed from SDP with AD sync? Any help would be great, thanks!
Knoweldge management
Hi All, first time poster. I am looking to try and use service desk plus as a repository for knowledge documents for technicians. any idea how to do this or where to start?? thanks in advance for your help
Task End Date: Estimated Effort
We noticed a behaviour difference (v11004) with a Task End Date when assigning Estimated Effort upon Create and on Edit. When creating a task with estimated effort, the system will save the start and end time correctly: on Save: but when you Edit the same task and adjust the Effort the Scheduled End date adjust to fit the Estimated Effort within a work day (ex: 9am - 5pm): If you then go and Edit the task again and adjust the Scheduled End Date, the Task saves correctly with the new hour set (ie:
Send one request to two groups - BCC
Hi If an email comes into Service Desk, and it is sent via BCC to two different teams – How do I create a ticket for each team? In business rules I can only route it to one template or to one group. In other words an email comes in via a BCC to two different teams – I need a ticket created for both teams but don’t see a way to do that.
SLA's - Can this be done?
If a request is assigned to an technician, then the technician should get the notification in the first escalation and then to a supervisor on the second escalation. If the request is unassigned, then the first escalation should come to the supervisor.
Maximum Description Size
What’s the maximum description size? How do images inserted into a description impact the description size? We have a couple of custom trigger that add to the description information related to the ticket. WE wonder if there's a point where we will run out of space. The SQL Server database field is a VARCHAR(MAX).
Service Desk Plus Reports - Help, I'm Lost!
I am hoping someone can help me figure this out. I need two reports, and have tried many of the built-in reports and making them via the custom reports. I can't seem to get close and was hoping someone could help? Report 1 Created and resolved tickets by month with data points on a line chart. Ticket count up the left, time along the bottom. Months shown as YYYY-MM. Report 2 Resolved tickets by month by technician. Data points on a line chart. Each technician is a line, ticket count up the left,
Non-IT Assets VS IT Assets on SDP
Hi, I am currently tagging some monitors at our company and I will be manually adding them onto SDP. I am unsure whether to tag them under IT Asset or Non-IT Asset. I know they are IT assets but if I use this section of SDP, it will take up a node which costs money. We only have 500 nodes so I need to be careful. If I use Monitors under the non-it asset section, then it doesn’t take up a node. I can’t scan monitors, so surely the non-it asset section will be ok? Is there a difference in IT assets
v3 APl Timeline question
Just a general question about if there is a timeline for the release of the rest of the v3 API as there are some things we are running into trying to automate Change requests and were hoping to get a ballpark on that. If there were any workarounds at automating the Planning stage of a Change like maybe through email command, that would also help us out.
Error Upgrade SDP from version 10 to 10.5
I am currently experiencing an error during the upgrade from version 10 to 10.5. During the upgrade process I noticed the system tried to check postgresql but did not receive a response. resulting in an error upgrade process. Has anyone already had this problem please help me. I use MSSQL 2008 for database Thanks,
Table Technician profile photo and status
The following is stored in Which table of ServieDesk database? 1- Status of technicians logged into the Servicedesk (Online/Offline) 2- Technicians profile photos
E-Mail Replies - Creating new tickets, not appending
Hi there, This is happening inconsistently so it's been difficult to investigate. Most user replies are being imported into the existing tickets. Some user e-mail replies are just creating new tickets. An example is below: Imported to Ticket 1260 RE: Ticket 1260 BI Publisher: Actual vs Priced and History Created 1528 RE: Ticket 1260 BI Publisher: Actual vs Priced and History We've had to merge this with the existing ticket 1260. I spoke to the user and they clicked Reply to an item in their sent
SDP Report for requesters marked for deletion
Hello to all, we need a report (SQL) to extract all requesters that SDP has marked for deletion (AD Sync with manual deletion). Could someone help us? Thanks in advance
Custom Action Triggers
Is there a limit to the number of custom triggers on ticket creation? We are using these and curious what to expect as we continue to grow our usage of service desk.
How to extract the Service Catalog structure in reports
Hi, I am looking to extract the complete Service Catalog struction with its Category subcategory as we need to review the same
Alert if a ticket has not been edited in a set amount of time.
I was hoping there was a way or ServiceDesk Plus to either send an email or alert the Technician in some way if a ticket has not been updated after a certain amount of time? We have some tickets that sit in the system for a while as we are awaiting framework updates which can take weeks to come through, I want ServiceDesk to alert the Technician to update the ticket every 72 hours to that things don't get missed.
Notify new requester
Hello, After you have changed the requester can SDplus auto send a notification to the new requester ? //Daniel
LDAPS - certificate
I can see in SDP that LDAPS is now supported, but when I go through the steps to enable it, I get the following warning message: "FAILURE: Domain Controller saved successfully, but error occurred while trying to connect to LDAP Server in secured mode. You need to import the LDAP server certificate for LDAP mode." Where in SDP can the LDAP server certificate be imported? I have searched the documentation, but can't find any info? So any pointer would be highly appreciated!
Email notification for reply in web interface
Small company. 4 people in IT. We currently have a helpdesk@ address that people email their requests to. That email address is a distro group that drops the request in the 4 mailboxes. It's ugly to make sure nothing gets missed. I'm using helpdesk2@ for the software with the reply-to address as helpdesk@ so when an email comes out from the software and the user replies it will end up in the 4 mailboxes as well as SD+ because i'll be adding helpdesk2@ to the distribution group. Scenario: User
SD+ Roadmap: Update?
With the 9.4 framework released, will we see an update to the roadmap soon? The new framework was communicated as enabling ME to roll-out enhancements quicker and with less effort, but the site still hasn't been updated since October: https://help.servicedeskplus.com/roadmap.html
[SOLVED] File robots.txt
Good day! I have version 11006, tell me how can I create a robots.txt file and put it on my portal?
[ SD-83189 ] v11002: SD-77786: Help text provided for request fields will be displayed upon hovering over the field.
Running v11003 and notice that the Description field no longer shows the Help Text on hover. Is this field excluded from the Request Fields? This worked before which allowed us to provide some context for the main body of forms. Note: It does show the blue exclamation icon with the correct Help text when using the form builder.
Submit change to specific Scheduled CAB
Hi there, Can there be some functionality built so that there is a CAB schedule / calendar so that when changes are technically approved ready for CAB, there is a choice for which CAB it gets presented in? Example #1 - Submit to specific CAB A change has an implementation date of 01/12/2019. A change is technically approved on 01/10/2019. The change gets submitted to CAB on 05/10/2019 or stays in Awaiting CAB Approval for over a month. It's probably too early to be submitted to a CAB in October.
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