Out Of Office Email
Whenever someone has an Out Of Office auto reply to something, like to a new Solution notification email, Service Desk Plus logs a new job. How do I stop Out Of Office emails being logged as new jobs? It's ok when they are added to existing jobs as that is useful information. I just don't wan tthem logged as new jobs.
How to change ID request number
Hi all! We are going migrate our old SD to SD+ and we need run 2 SD simultaneously. For this purpose we need to mannualy assign ID request field or change it. Is it possible ? Thanks in advance.
Robo Password Reset Tool
We have auto notification setup to generate an email to requester and techs when new requests are entered... also when closed. There is one particular item that I would like to NOT generate any emails back to the user or to the techs and that is a ROBOPASSWORD RESET. There is no point in emailing the user when their account is locked, and by the time their password is reset, the case is already closed, so no point in them receiving a completed email either. Also we don't want it notifying all
Change request approval process
Hello, using ServiceDesk 7.6.0. Currently to request approval of a change we do the following : Create Request -> technician create new change from request -> click Approval -> Click CAB Members -> check CAB members -> click on Send for recommendation -> (new box open) Review message and Click Send Is there a way to automate this so that CAB members are automatically notified of new changes for approval ? Best regards,
Print Template for change / problem ?
Hello, our company is running ServiceDesk Plus 7.6.0. I am wondering if there is a way to customize the print page for Problems/ Change. Like putting our company logo on it or rearranging the layout. Thanks for your help Fabien
Advanced Editing
It's possible to enable advanced editing in the request and resolution forms. Like show HTML source code, or add table, etc..
Problems to restore Backup from 7608
Hello , I have huge problems to restore backup from 7608? My Servicedesk Installation build is the current 7.6.11 And my backup is from 7.6.8. When I'm trying to restore the backup its seems ok for 10 min and after that the black window just closes Do you have any ideas what i can do? BR /Hasan
Request on mysql database
Hello, I want to change site field of my request in function of an additionnal field. When I use the web interface I'm not satisfied because when I modify site field, technician group field is erased and become undefined. If I use mysql request in order to modify site fiel in function of my additional field ,this side effect will always be present ? Regards Bastien
Different Hours for Saturday
Hi, We have different operational hours to the rest of the week on Saturdays - eg. Mon to Fri 8-5, Saturday 9-12. The Operational hours settings only seem to allow one setting for all days. Is it possible to set a different set of hours for Saturdays? Thanks.
I need a query...
Hi , I need this query : Tikects open in previous moths | Tickets open in actual Month | Tickets open in every day of actual month | For example , that's the table that i needed : Previous Mont | Actual Month | Day 1 | Day 2 | Day 3 | Day 4 | ...... Raised 80 7 4 3 Closed-Resolved 90 9 7 2 Backlog 70
Auto-fill requester details
I've looked through every setting I can think of to find where to do this, but how do I configure new requests such that it auto-fills the requester name and department? One of our persistent complaints from requesters is that they'd rather just call us than submit a ticket due to the time it takes, so we're looking to streamline wherever possible. Thanks
Setup technicians
I'd like to know if it is possible, and how to do it, so that technicians cannot assign requests to other technicians. I'd like to have 2 roles, one that is full control, and one for level 1 techs who can pickup a ticket, but are unable to assign it off to someone else. Any help would be appreciated.
How to Merge Duplicated Products?
Hello, I'm cleaning up SDP right now and, over the years, people have essentially created duplicated entries with slightly different names while creating a PO. (i.e. "3 Yr Warranty" vs. "Dell 3 Yr Warranty" vs. "Warranty - 3 Yr") Is there a way to remove the multitudes of duplicates we have? Thank you, Dan
Modify Workstation Assets
Can anyone offer advice on the following scenario? Yesterday Workstation Name | Service Tag AAAA 1111 BBBB 2222 Today after Service Tag 1111 died AAAA 2222 (swapped HD 1111 into this system) BBBB 1111 (disposed) How do I clean up my Asset list/properly show what has been done? System is confused when performing asset scans now. I hope to repair system 1111next week and redeploy,
Change in Pass Through Authentication Servers
Hi. We recently changed our domain controllers in our network and forgot to update Servicedesk before the old servers were decommissioned. Can you please let me know the best way for us to manually change the DNS Servers in our Servicedesk Plus Configuration. Thanks in adance Dean
Task Help
Does anyone know if there is a way to have tasks auto populate with tasks that are assigned to a person? If I click on a request and there is a task tab it shows the people who have been assigned tasks but I also want those to show up on the users home page task area. Is that possible? If not can you add that feature, it would be nice for a user to be able to go to their home page and see all that they need to get done for the day.
thin client scan problem
Hi We have hp t5540 thin client. it is not scan whit successful. the error mesage is Connecition to RPC server in the workstation failed. I try wince update and install wince addon but it is not successful. how can i scan this.
Crystal Reports Integration with SDP
Hi Team Is there a way to export existing reports to Crystal Reports, modify/create and import custom made reports from crystal to Service desk so that anyone with right in Service desk can view them?
Retrieve archieved requests
Is it possible to get accidently archieved requests back to active queue without restoring whole base from backup?
How to bulk unassign requests?
Anyone tell me how to bulk unassign requests from a Technician?
Update request by mail
Hi, I need to allow some customers to update Request by mail (Status and Description fields). There's some way to do this? thank you all, SL
How to remove overdue status? (Due to incorrect category)
Hello, I have just upgraded from 7.5 to 7.6.08, and I have a problem, because SDP behavior has changed. In 7.5 if request was getting overdue due to wrong category, or priority, we just had to correct it (category&priority), and overdue status was gone. In 7.6 - if request gets overdue status, it stays event if we change category to one without SLA! This is incorrect behavior. Is there a way to remove overdue status? Or we have to wait for fix? Regards, Artur
SQL statement for Hardware inventory
Hello I want to make a report of my workstations. Could anybody give me please an SQL statement for a list containing following data: workstation_name Mac-address IP-address as well as the user and the department in case the asset is in use. Thanks a lot, Marc
Technicans closing tickets without resolving
Would I always want a technician to set the ticket status to resolved before closing? If so how can I do this? I have a technican who closes the ticket instead of setting it to resolved and letting the user decide if it is closed. Is there a better way of handling this? Mitch
import calendar data (leaves, holidays) via SQL into SD+
Hello 1) I would like to import (on a daily basis via scheduler) calendar data via SQL into SD+. The idea behind is to export agenda data (like holidays, absence, training, shifts, ...) from our groupware system and to import this data into SD+ in order to have a) a synchronisation (one-directional, unsynchrone) with our group agenda b) to be able to make a better planning in SD+ Which table(s) do I have to update in the servicedeskplus database? Could anyone give me some help on the corresponding
Adding survey in close request page...
Hi, is it possible add a survey in close request page or we can put the survey link in the request close page? thanks and regrats. Murat Şikar.
Is it possible to parse incoming email Subject Headers?
Is it possible to parse incoming email Subject Headers, and then open or not-open tickets based on Header information. For eg, if the Subject Header contains a ticket number that already exists in the system but from an email ID that is not related to that ticket, then do not open a new ticket.
Edit thank you page.
Hi. After close request open a Thank You page. I want to edit this. Is there a way to do it?
Edit login page
Hi, I'm testing Service Desk Plus and I want to edit the login page. Is there a way to do it? I've already seen something done but I don't know where is the login page to edit. Thanks in advance.
Once off login
Dear support i am still new to the forum; how to I enable once off login on serviceDesk Plus with intergrated AD
Query Reports
Hi, I am looking for the below queries: 1.Total calls resolved today 2.Total calls open more than 3 days 3.Total calls open more than 5 days 4. Top ten items for all categories. E.g, If I have ten Categories, I want to see top 10 items under these categories. Thanks
Mass disable requesters
Is there a way to mass disable requesters from submitting new requests. We are a school and we stop servicing requests at a certain point so that we can begin end of year procedures etc... We typically notify users that we will not be servicing requests but it doesn't seem to matter. I want to be able to create requests as a technician but I don't want my standard users to create them until we start school back up in August.
Survey Report Query
Hi, Can you please help me with a query for getting the survey report. I tried with Custom Report section, but am not able to find any options. We have five question set in the survey and each question has 4 options to select with. Now I am looking for a query which will give me the results as in the attached file. Please note that I am also looking for a option to enter the dates for this I am looking for this query report. Thanks
SSL and Non-SSL
Hi, is it possible to activate 443 and 8080, so that both ports are available? I want to work with the API but have problems to use them in SSL mode. Maybe it is possible only the "/servlets/RequestServlet" (and so on) to work on 8080 or a different port, but http not https. Thanks for your help in advance. Cheers Armin
Department and technician
In a configuration like this: Site 1 Department 11 Department 12 ... Site 2 Department 21 Site 3 Department 31 there is a way to configure specific technician for department? I need a person that could see and manage only request from his department. At this point i could only see a workaround like this: Site 11 Department 11 Site 12 Department 12 etc but i don't really like it. Any suggestion?
Query for active Category / Subcategory / Items
Hi, Can I have a query to find out list of active Category / Subcategory / Items. I tried the below query but it giving me list of all active and inactive Category / Subcategory / Items. select cat.categoryname 'Category',sub.name 'Subcategory',item.name 'Item' from categorydefinition cat left join subcategorydefinition sub on cat.categoryid=sub.categoryid left join itemdefinition item on item.subcategoryid=sub.subcategoryid Thanks in advance
importing data from sharepoint
Can I import records, such as closed tickets, from Sharepoint?
How to Edit ship to addresses
Is there a way to edit the shipping addresses / billing addresses
SQL query for report - need help
Q1.How can I do query for datetime period from last Thursday 07:00 to now? Its for WorkOrder.CREATEDTIME. I want paste that to my query. Q2.What mean <from_lastweek> - <to_lastweek>?From what weekday begin week? Like I understand its from Monday 00:00 on last week and this week. Or from Sunday?
How to add my domain controller
I cannot add my domain controller servicedesk plus
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