SLA in Service Catalog
Dear all For SLA In Service Catalog we have to set it separately from Incident. But there is a question that I have! For example when I set the SLA for one template , in workflow I set the SLA to Low. When that requests arises and the priority of request on that time is Medium,if the technician changes the priority from Low to Medium the response time does not change.just the status changes to Medium.why ? What is the difference between the SLA in workflow and priority in each template. As I understood
Import of service offerings into the Service Catalog in SD+
HI, I would like to know if I could import service offerings into the Service Catalog in SD+, instead of creating them one by one. I was thinking of some way via a csv file, let's say. Is that possible? I'm talking about the latest version of SD+, Enterprise edition. Thanks, Dimitar
Roles in SDP
Dear all There is a question that I have, Here is an example that what i need I have 5 Technicians : T1, T2, T3, T4, T5 All of them work in one site. I have not defined any Sites because they are all work in one company. T1 wants to see all the requests assign to himself and T2 T3 wants to see all the requests assign to himself and T4,T5 but T1 and T3 don't want to see each others requests In Admin-->Roles There are only 4options(All, All in associated sited, All in group & assigned to him, assigned
Change Calendar Type
Dear all How can I change the Calendar Type? Or is it possible that I Import the calendar type which I want? If yes, Could you please tell me how can I do that ? Regards Negin
Video's in Solutions
We are on SDP 8.1 8107 Is there a way that we can include embedded video in a solution? For example, if I had a flash video showing how to change your desktop resolution, the user could then find that solution and have both text instructions or click on the embedded flash video (from youtube or another similar site) and watch and listen to the instructions. Currently it appears that we can only enter rich text and as such the code for embedded media does not work.
default time zone (GMT-5:00)
for all users and technicians default time zone is GMT-5.. all users and technicians have to update their time zones by personelization settings. is it possible to make the default time zone GMT+2 so that we do not have to do any time zone personelization for each user.
Secondry E-Mail for requester
we have service desk 8.1 and we do need to add an attribute called Secondry E-Mail for the requester CI. but how to force the SDP to use it as the e-mail for notification and alerts sent to that technician.
How to setup e-mail alearts
So i am trying out Service desk plus. Currently we are using spiceworks to do our help desk, but i would like to be able to move to something more robust like Service Desk. With spiceworks, any change made on a ticket, will be sent to the Requester and the technician in an e-mail. how do you set this up with Service Desk plus. I have an e-mail account setup for it, and its talking to my server
Ticket Update
the new SDP ver 8.1 has button called reply available for the requester. problem is with the notification. as customer won't get any update notification if he replied back to ticket using this button. though he gets notification when he replied back to ticket from his own mail client. thanks.
Notification and Outgoing Mail fails (SSL)
Running Free Version SDP on a Windows 7 machine. My incoming mail works with SSL and Port 995. (no cert generated) My outgoing mail and my notifications will not work with SLL and Port 465. I've tried to run gencert.bat (cert.jar InstallCert server.net:995), but I get the following error: Java Virtual Machine Launcher: Failed to load Main-Class manifest attribute I also tried to run the gencert.bat on several different computers and XP but I still get the exact same error. What am I doing wrong?
service desk alerts
I would like to know if there’s an option in service desk where I can make an alert or a notification to the technician when he leaves a request open for a period of time.
How to close a GROUP of tickets?
Hello, please, it's very important in work, how it's possible to close a pack of tickets with the same solution comment? Maybe something like selecting wanted check-boxes and adding one solution for all these topics or something else ?.. We need its function sooo much! Thanks in advance!
replace request field "Solution" by well-know solution.
Hi, All ! Ones we have the question from the customer. We create the request in Service Desk, based on customer`s question. In case, the problem is well-known, Knowledge base of the Service Desk have a solution for it. I want the field “Solution” of this request will automatically replaced by the field “Solution” of such well-known problem. How could I tune this?
How to create multiple requests at once?
How to support complex requests like new hire, that could be handled by several support groups at once. Using tasks inside tickets is not a nice way because splits specialists work queue into two (and tasks have no separate tab). At first sight there should be a multiple (linked) copies of initial request (in parallel), assigned to different support groups. Please give me idea how to create this copies - by mail server?.
Link on default template
I need to add a link on my default template that the requester can click on that will open up a web page , any suggestions? Thanks!
Transfer Incident template to Service Catalog
Hi, Is there a way that I can transfer a incident template so that it becomes a service template? I've recently upgraded from Professional version to Enterprise and the Service Catalog was not available in Pro version, hence I created many Incident Templates which are really Service Templates. Thanks
Determine request type via category
Hello, Our user base logs requests via the web portal and most of the time log the ticket as an incident rather than a request regardless of the actual issue they are experiencing. I would like to know if it is possible to log tickets based on the category selected so that the ticket is logged in the correct fashion. Cheers
Outages Notifications
how about adding outages notification to service desk in way that we can create an incident of type outage. and as per the selected type a predefined e-mail template will be sent to predefined list of customers. or user. is there is anyway to do so. currently there is no BCC so we can't just send bulk mail with all of our contact in one to filed.
"Pick up" request
What is the purpose of the Pick Up button?
Merge vs Link
What is the difference between Merge and Link?
Giving another requester access to a ticket?
Is there a way to give other requesters access to a ticket. We have many situations where we want a few people to be able to monitor the status of a ticket (and they're not technicians), but I can't find a way to give them full access to the ticket. Thanks!
Operational Hours
Hello, I would like to know that if i worked in SQL server with the datatables below, i would manage to configure diferent operational hours for different days. OperationalHoursDef HoursOfOperation DaysOfOperation I really need configure the hours of Friday with different operational hours from the rest of the week. Thanks & Regards
A way to remove incident list filters
How can I remove preset filters from the Filter drop-down in the Incidents list? Most are irrelevant to my team and make it difficult to select the one we want.
Request Incident Status via Email Command
Is it possible to send an email command to request the status of a specific incident if "e-Mail Command" feature is enabled? I see that we can change the ticket, but I just want to be able to get the status of a specific incident after hours. -Les
Modify and Remove Fields in a PO form
Is there in any way we can customize and edit or remove fields in the PO form? Like the way Incident Templates are customized? Like drag and drop fields?
Migrating to a VM
HI, I installed Manage Engine recently but now I want to move it to a VM. How can I do this, while exporting the settings + data? I need this asap.... Thanks!
Using REST API, Retrieve 'N' number of tickets in a single request(SDP 8.0)
Hi, We have a requirement as below End users using a third party system to generate the tickets in SDP 8.0(Using service desk REST API) Let’s assume the following scenario: User1 submitts 30 tickets in a day(Using the third party system). Once user navigate to the view requests page in the third party system, It should show all those 30 requests details with the current status (Which is in service desk ) We were trying to use REST API, we got nothing. Only possible way is to loop through 30
Does anyone have any tips on how to handle the API XML responses
Does anyone have any tips on how to handle the API XML responses (see below)? <operation> <operationstatus>Success</operationstatus> <workorderid>3</workorderid> <message>Request created successfully with WorkOrderID : 3</message> </operation> I don't want my end users seeing the raw xml which will be hard to read especially the "get request". It says in the api help that it posts to a file but i think it just posts back to the page? "Status of the servlet operation will be xml file containing
un-archive requests
hi please i want to ask if there is anyway to retrieve some of archived requests to active requests and thanks in advance
Include IP / Hostname with API submission.
Is there a way to automatically include the end users PC host name or IP address with a request? I would then ideally want this inserted into a custom field in the request that i have named for example "Computer"
Request Approval
Hi There is an option in request workflow that says: "Do not assign technician before total approval" ... this works well but the strange thing is that request TASKS are all assigned before any approval !!!!!!!!!!!!!!!!! How can i handle this? I want nothing to be assigned before approval. Thank you
Asking for user agreement
Hi There Is it possible to ask requesters to Accept or Reject a Usage Agreement before a specific Service Request form is shown? if not, any idea similar to this issue? Thank you so much Amir
Few Questions for SupportDesk Plus
1. How can I make the automatic request approval?When I want to close the incident, my company requires the approval from supervisor. Sometimes SDAdmin closes without approval and it cause some problem. Can I configure the SD so every incident cannot be closed/resolved without approval? And, Can I designate the supervisor so I don't have to write the super's address every time when I need the approval. (Like Change process & CAB) 2. Can I configure that SD sends the e-mail to requester and tech
Deleting a site
I am trying to tidy up the helpdesk so it is more enduser friendly. I require deleting two sites from the list but when I try to do this I get an error message stating that the site is being used by another module and hence cannot be deleted. Any help on rectifying this would be much appreciated. I have already searched all the tickets ever created and none of them have this site listed.
Open requests
Once you have closed a request, does the request automatically open again when someone forwards an email using the I.D number? If so is there a way stopping this from happening?
Is there a way to export my category, subcategory and items from ServiceDesk Plus?
I am preparing to revise ServiceDesk and would like to do so painlessly.
Not to view all tasks by all the technicians
Dear all When a technician adds a new task in his/her home tab in service desk the task can be viewed by all the other technicians when they click on "Show all" . I want to know Is there any way to make some tasks private which can be viewed by the technician who has created the task? Thanks in Advance Negin
batch update specified requests?
A challenge for you: I am scoping a reimplementation of our Servicedesk Plus installation. It has been incorrectly and badly used in the past so I need to assess whether to start completely from scratch with a clean install or clean and reconfigure the current install. We're talking about 56.5k existing tickets so it's not a small scale project... If I provide a data dump of all requests that have a request status that is not 'closed' would it be possible to batch update them to 'closed'? There
SDP - forward all new requests / responses to existing requests to another tech
Hi, In our organization the IT department consists of 1 technician and the IT manager. We have a business rule in SDp, which will assign the technician to every new request of any type. The question is: when a leave is marked for the technician in the scheduler, how can all new requests/user replies to existing requests be forwarded to the IT manager (since where is no one else to handle the requests while the technician is on leave)? Thank you, Miron Shabalin
Update image file used in PO template?
Hi, Can someone please remind me how I change the image used top left of the Purchase Order template. Can't for the life of me find it... Thanks!
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