Round Robin style technician selection Question.
Hello, I've been wondering if there was a way to implement an automated ticket assignment system that allows the ticket to move up technicians with higher skills rather than moving along same level of skilled technicians. This situation roughly shows what I'm looking for: Incident is reported by CEO of company through ServiceDesk Plus. Ticket is assigned to a medium level technician with a time limit of 10 minutes. After ten minutes if the ticket is not resolved, the ticket is moved to hands of
Custom Icons
Hello, Many of our users are unable to distinguish the difference between an 'incident' and a 'service request' when using our self service portal to log a request. Despite help text sitting beside the large icons on the portal homepage, we regularly have service requests logged as incidents - maybe because it's the first icon they see. To reduce this problem I decided to track the source image of the incident icon and replaced it with something that was obviously to be selected when something
Add new Service Field to select an existing user (requester)
Hi, Let's say I want to let an authorized requester request a VPN access for another existing requestor. How would I go about that? I cannot find a suitable Service Field or customized field. It is not acceptible to reverse the role using approval, this is how we need to do things. Another example would be to notify of a job termination. regards, Olafur
attach document
hello how can i attach a document to the scanned softwares
Rejecting Ad-Hoc Support Requests Sent to ServiceDesk Plus by Email
In some environments having a support email account that users can simply email their requests can be a real headache. You tend to get all sorts of random requests and it is a real drain on the technicians to classify and find the 'real' issues. In some situations it would be preferable to have end users log their request via the self-service portal but have all subsequent communications regarding a valid Request by email. So how do you keep the advantages of being able to use the email features
Multiple company support. Help!
I'm looking for some advice on how to handle the following scenario: We support multiple clients - mostly banks and credit unions. We could receive an email ticket from multiple end-users, all tied to a single company. How would I tie multiple 'requesters', to a single 'company'? I want to be able to query to get all tickets for ABC Credit Union, which could include requests from a variety of individuals. I have not found an efficient way to handle multiple requesters for a single organization. Is
unable to view unassigned requests
Hi; We have a need to restrict access to certain requests (of sensitive nature). I have looked through the service desk feature list and apparently this is in the backlog. In the interests of trying to get this to work I switched on "All in group and assigned to him(requests only) in the Role configuration screen. This has the unfortunate side effect of not allowing technicians to see unassigned requests, even when they are allowed to see all groups (including the group I was trying to use to restrict
Importing Cases
Has anyone got any tips (or ideally supported tools) on importing Cases from Microsoft Dynamics CRM 2011 to ServiceDesk Plus?
schedule request
hello hoe can i schedule the creation of a request every 3 hours without having to make it in preventive maintenance
Request auditors
Hello! Is there in ServiceDesk Plus an opportunity to add auditors of the request? In other words it would be desirable that the user, who is presents in the field "CC" of request, must have opportunity to see this request under his own login. Thank you!
Customer sites
Hello; Some advice from users would be much appreciated. We act as a support team for multiple small businesses (in the health sector). These sites have transient users. These users don't have an active directory listing with us. We have fudged SDP to handle these generic users by (wrongly) using sites an important piece of information, and that the name of the requestor is just placed in the description of the request. How can we be handling our 'sites' like this with SDP? The system seems to be
Service Catalog SLAs per Site
It exists any tip or trick to define Service Catalog SLAs per Site? Why is not like General SLAs where we can select and associate the proper Site? I need this feature with high urgency. Any tip will be appeciate. Regards.
RestAPI Reply_Request
Hello I want to send email notification to requester with file attachment using REST API. Is there any trick to attache file to notification and then send it with API?
SDP API_C#
Dear all, I'll trying to add an API to our SDP which will quickly register new tickets that are somehow very normall or in a sence Quick to solve. The idea is to save more time for registering such tickets. I'm going to develope the idea in c# and we have our SQL server database as well. Now the question is here, with Servlet API in SDP do I need to have XML files ,in background, as an input for the standard text box which suppose to insert UserID or simply I can use Data Controls (from Visual studio's
Rule to prevent Request Closure until associated Change is completed?
I'm configuring our SDP install and am wondering if there is a way to prevent an Incident Request from being closed before an associated Change Request is completed. I can't seem to find a way to do this. I'm thinking of something similar to the Associated Tasks closure rule. Is this possible?
new requests: Moving across tabs via url
Hi all! I'm using 3d-party application 'RoboForm' for quick fullfilling filelds in the new requests with constant and equal information each time. RoboForm needs exactly url of the page where the inserting fields information is situated on. Now I'd like to know how can I move across the tabs within one html-page with opened new requests? I means red underlined tabs. If I don't mention it in URL I get an error in inserting data via RoboForm cause nessessary field are absent on starting(default) opened
Add image to notification mails
Hi, i want to add logo of my company to the mail that the system send. If i enter in a mail module, for a few seconds i see HTML code instead of the body of the mail After these seconds i see the body of the mail Where is the code of these HTML mails?? In which file?? I think that if i add an <img src= ---- >, after i see my logo on that mail Help me Thanks Andrea
Active Directory Import / Login with SDP Running on Linux
I have setup a new SDP deployment running on Ubuntu. I setup/add the Windows Active Directory information however when I attempt to import Requestors it gives me an error that if can not import Active Directory running on a non-Windows. Is that correct, or is perhaps something not setup right? I wanted to avoid having to use Windows for the system, since I feel that running it under Ubuntu requires less resources and preforms better.
service cost
hello i need to set a cost for each service and not only for the service category, how can i do it?
Is it possible to provide a URL to a report
Wondering if anyone knows how I can provide a link that takes a technician right to a generated report.
purchase notification
hello i would like to notify automatically certain users when the PO gets approved in all stages
purchase category
hello in the purchase reporting there's a field called "purchase category", where can i set it ?
subcategory in the filterby element of GET_REQUESTS operation
Hi Team, We are trying to integrate service desk into out software and monitor newly created tickets via the REST API. We would like to filter by subcategory and start from the last ticket we processed in our last call. Could you help us how to specify the filter criteria i.e., subcategory in the filterby element of GET_REQUESTS operation? Also could you let us know what is the use of from parameter?" Any help is appreciated. Thanks!
service catalog approver
hello some of the department's head person are not listed in the service catalog approvers list workflow, why is that?
service catalog workflow
hello i created a service catalog where i have 3 approvers and 3 tasks, and what i need is to trigger first task after first approve, and the 2nd task after the 2nd approve and the third one after the third approve, so how can i do it in a way where the workflow wont continue to the next stage of approval until the related task is closed? if there's a third party software that can interact with SDP to do the job, please advise
solutions privacy
hello how can i make the solutions only visible to a specific support group
inserting map
hello i would like to attach some maps of the sites that i have, how can i do it?
combination of and /or
hello how can i make a combination of "and" & "OR" in the business rules or SLA rules
switch connections
hello is there a way i can make the SDP discover the port of the switch that is connected to? and can i make a map from the relationships that i've made to the network?
GL codes and cost center
hello can you please elaborate how are these two features are used in SDP and if you can give some examples
configure product for unknown sysoid
hello how can i add a product type in the list of products in this page, i need to add "sensor"
consumable items
hello i would like to know where are the consumable items are listed to be able to do some management of it.
customize closing page
hello i need to customize the closing page that is used by the requester to close a request, so how can i do it?
SDP traps to HP Openview
Hi, I'm looking any way to send traps from SDP to HP Openview wihtout OPManager. Could I integrate SDP to HPOPENVIEW without using OP Manager? Thanks, Silvia
import assets
hello is there a way to import assets all at once without having to import each type on its own, and the type will be assigned in the csv file
Scheduler/Support Group/Backup Tech.
I like the backup tech option in the Scheduler but I'm wondering if this is possible: We have techs that are in multiple support groups. I'd like to have the option of selecting a backup technician based on the support group instead of a global backup tech. Eric
maintenance voicher
hello What can I do in a scenario where I repaired a printer in an external workshop in a certain cost, how can I save this operation in SDP for future reports
Problem Tab
Hello, Good Day! What is Power Tab in manage engine plus and when i can use it any example Thanks
Advice sought on the use of SDP to manage team tasks and small projects
Hi All, We currently use SDP's Request module to record requests and incidents raised with our helpdesk team. I manage our server and network team, and would like to use the request module to keep track of my team's miscellaneous tasks and small projects. I'm thinking of creating a new Request Type of something similar to 'Server Team Task' and perhaps creating a new custom priority. The idea is that all of my team's tasks can be logged within SDP, allowing my team members to view and manage their
REST API for Categories
I am trying to write a PHP script to pull all of the categories for SDP that are not deleted. I need PHP to create another XML feed that looks something similar to: <category>Primary Category 1</category> <sub>Sub Category 1</sub> <sub>Sub Category 2</sub> <category>Primary Category 2</category> <category>Primary Category 3</category> <sub>Sub Category 1</sub> <sub>Sub Category 2</sub> and so on I know how to make the XML but I am having trouble parsing through the SDP XML with PHP. My script is
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