User creation assistance
We are currently using ServiceDesk Plus Enterprise and ADManager Plus Professional in our environment. I would like to build out an automation between the two so that once a request for a new employee is submitted, information that was entered in to the original request is sent over to ADManager Plus and using information contained in the ticket, select a creation template and build a new AD account. Unfortunately the documentation that is located in both applications is quite vague as to how to
REST calls are not working to create a new request
Hi, We have been trying to create a new help desk request with REST using json content type.as below: http://hnlserdesk01/sdpapi/request?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=XXXXXXXXXXXXXXXXXXXXXX&format=json&INPUT_DATA={ "operation": { "details": {
Is it possible convert an incident to a Service Request automatically?
I known an incident can be changed into a service request by click a action in the request detail page. My question was: Is it possible convert an incident to a Service Request automatically? For example： When incident request‘s category is "hardware fault", then convert this incident into a service request with the template named "Hardware replace apply". Thanks
App AD Logon
I downloaded the app for my tablet, I have a self hosted edition of ServiceDesk Plus, We are using AD integration and the app says local authentication only. Will a new version be coming out any time soon that will support that?
Service Catalog > Work Flow > Service Approvals
Service Catalog > Work Flow > Service Approvals Is there a way to select a requester as a level of Service Approvers or is there a way to add a new Service Approval selection? Thanks, Josh Your Version : 9.2 Build 9232
API changes in new version SDP.
Hello!Сan I use the API of SDP 8.0 after upgrade to SDP 9.2? where can I find a list of API changes after the update from SDP 8.0 to SDP 9.2? Thank you!
Dock Quick Create
Good Morning! I apologize if this is a duplicate ticket but I did search and didn't find one. Is there a way to dock the Quick Create window like it was in the previous version? Thank You! William
where do I find the service desk enhancement features listed
I am currenlty using service desk plus v 9200 and am looking to upgrade to the latest edition 92.32 sp but I would like to see a list with discription of the feature enhancements and security considerations before testing and rolling out to the live enviroment. Can any one point me in the right direction as I have found the future product enhacement page but not the current version. many thank Christina
Task
Whats the difference between Mark\ Assign on a task?
Retention
Is there a default length of time that information is retained in service desk? say i want to look at a ticket that was placed in service desk 3 years ago, is that readily available?
Notification failed to send
we are facing constant issue on notification failed when replying a ticket Notification failed on sending mail reply to a ticket License Info License Type = Registered Product = Enterprise @Name = Temesghen Shama Araia@ @Mobile Number = 50067786@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.2000@ @Current Build = 9229@ @32 / 64 bit installation = 64@ @Logged in users = 22@ @Zone = Asia/Riyadh@
Technician Notification
I’m wondering if Service Desk can send out an email when a ticket has exceeded the SLA to the ticket owner or to a specific email address?
convert timespentonreq field in SQL
I am trying to create some custom reports from our SQL database and I am have a problem convert the timespentonreq field. I can convert to time, but it drops the first digit of hours if more than 100 hours. Any ideas or help?
delete
how do I delete this program?
Variable Not Populating Correctly in Notification Email
We have a field called job title with a corresponding column name of UDF_CHAR48. When we use the variable in the notification email template, the value doesn't populate correctly. We get a number instead of what's supposed to be in the field. The picture below shows how it is set up:
Link for Ticket Not Working
The link in the notification emails is not working properly. When I click on the link, it takes me to the home page for Servicedesk. If I leave the browser open and click on the link again, it will take me to the request. Is there anything that can be done so that the link works correctly the first time.
Task Interface Issue
Hi, I know it's not a big issue but since my manager asked, can you please look why the highlighted in the red box in not working when you click it, even it says "click to view Request details". Sorry I'm not sure about the name of that function Thank you, Rowell
Sort in Advanced search
Hi, When I use Advanced Search and open the combo box to select the field name to search by, the list of fields in not sorted. Since we have quite a few fields, this is very annoying. Any way to sort them alphabetically? Thanks, Miko
Project management Report queries
Has a schema been release for the Project Module yet? Its wonderful addition but without the ability to report on the task and time, it severly hinders the usage.
ServiceDesk Plus self integration
Hello! Does anyone have an experience in connecting of two (several) ServiceDesks? There are 1 headquarter (SD for the headquarter is installed) and two divisions (SD for each division is installed). All these SDs are independent. But, at the same time, there is one technical group at the headquarter which sometimes recieves requests from the divisions. The question itself: is possible to create a kind of "reduplication" of the information about recieving new requests in the divisions to the headquarter?
Backup Service Desk Plus 8.2.0 and restore into Service Desk Plus 9.1
Hello ZohoteamI have a query. Can I backup database Service Desk Plus 8.2.0 and restore it into Service Desk Plus 9.1? If not what steps can I take to be able to accomplish task. Thanks Rafael Rodriguez Netwave Equipment Corp.
problemas con la herramienta servicedesk
tengo problemas con la herramienta se pasma en varias ocasiones en el día tengo que acceder al servidor eliminar el proceso de java desde el administrador de tareas detener el servicio detener la base de datos y volver a iniciar todo nuevamente para que responda trabajo bien un rato y vuelve a caerse
Additional value to business rules and /or field and form Rules
hi all, I'm wanting to make rules where if specific technicians want to make a request it auto assigns it to another technician which is located at a different tier. so adding a criteria in where "created by" is, is not etc would be handy. Please advise, Willus
Is there any way to disable the AutoCC feature in SD Plus
Hi, When we reply to a user's request, if the user has cc'd in multiple people then every time the technician clicks on reply, it cc's all those people again. Any way to turn that off as it can be pretty risky specially if the original requester cc'd the whole company then technician's reply will be sent to the whole company unless he/she removes everything from cc text box manually which consumes time that is unproductive
On dashboard add a widget with a Postgre query
Is the anyway to create a php or html page to add as a widget that shows the logged in user assets? and add that o dashboard with widget function. For example: When a requester logging in, and on his/hers dashboard all assets that´s are assigned to him/her shows up.
MS project to upload a .mpp file
Hello Support, Version: 9.2 Build 9224 I tried to use the MS project to upload a .mpp file and it failed as below. May I ask why this failed please? Regards oawe
Technician cannot view requests originated by self.
I am defined as a technician in our ServiceDesk installation at Claire's. In addition to receiving tickets that have been sent to me, I also originate my own requests. The issue I am having is that I am unable to view all the tickets that I originated. I am told by our technical services department that a technician is not able to view a list of the tickets they originated. Is this a fact, or is there something that we are not understanding, or perhaps an alternate logon as a requester? Please advise.
Self Service Poortal Close button not working
Issue Description(Describe your issues here) When a requester logs onto the self service portal and clicks the Close button on a resolved request. Nothing happens. Works fine for technicians. License Info License Type = Registered Product = Standard @Name = Matthew Lancashire@ @Mobile Number = 07823 338280@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.4213@ @Current Build = 9215@ @32 / 64 bit installation = 64@ @Logged in users = 9@ @Zone = Europe/London@
Category and Group
We just updated ServiceDesk Plus to version 9.2 build 9225. Since we did the upgrade all of our templates have shown two Category and two Group fields. Before the upgrade there was only one of each. The default templates all have only one category and one group fields but it still goes back to the two when a ticket is trying to be created.
ServiceDesk-plus
Dear support, I'm new to service desk and I need your clarification on my new installation. I just installed servicedesk application free and standard edition on Linux server and I observed that I could not open the some modules like add Technician, Requester, LDAP e.tc. It gives error with message Sorry an error has occured Unknown error occured while processing your request. Kindly help Regards Olawale.
Bulk Group Assignment to Existing Requests
I have about 1500 requests (both open and closed) that have no group assignment. Based on key words in the subject, I would like to assign them to a single group. Is there a way to bulk assign the group to a subset of tasks?
Adding Sites to Multiple CIs at once
Dear ManageEngine, Our company is currently using ServiceDesk plus version 9.2 Build 9211. On our CMDB, we have populated over 4,000 items in different CI's. We also have many new sites created in ServiceDesk plus. Is there a quick and easy way that we can add the specific Sites to all the existing items? Thanks, Eddy
Additional Requester Fields
Hello guys, for every Requester in my System I've added the field "Kostenstelle" and I will Import to this field data from our AD. Now my Question: What is the Table and the Name of the fields in the Database? Because I want to try something with a Script. Function of the Script: The Script is reading the Data out of the field "Kostenstelle" from the Profile of the requester - and this data should be written in a Field of a Request-Form. -> And for this I Need the Name of the Field "Kostenstelle"
Email notification for certain request type
Hi, I want to notify User A when User B raises a request for a new AD account using a service catalog template. User A needs to be notified when we have new staff joining the business but are not a technical resource. How can I go about this? User B raises new AD account requests for a specific department, it's only these requests where User A is notified. A service catalog template is used. No approval is needed so I do not want to use the approval stages to notify User A. Thanks, Amy Our Version
Asset management - product
Hi, i would like to add one cathegoriz, VDI, is it possible? You can see the image attached to figure out what I want. thansk Carol
Asignación de Tareas a Grupos
Buenos Días, cuando agrego una tarea nueva puedo ver todos los técnicos, atendiendo a que configure para que solo vean algunos. Existe alguna configuración previa para que esto funcione...?
How do i start with Asset Management
IT Asset Management is becoming a pain the butt for me to setup. We have about 30,000 items in our assets right now that were put there by our PO system. We have never used Asset Management, but we need to. I don't want to delete the assest currently there because i was told by support that they will break historical POs but i need to figure out how to remove all the misc keyboards, mice, hard drives, etc that we purchased throughout the years. There is no way to tell if they are even here anymore.
Choosing the right DataBase
Hi, We have na instalation and we use every ServiceDesk modules. We have 8,000 assets in inventory, nearly 90 technicians, about 92710 tickets were registered in 2 years and our databese is MSSQL . Now we want to make big changes and we are willing to do a fresh install and I need help to answer the question : What is the advantage of using the diferent databeses with servicedesk (Postgres, MSSQL or MySQL)?
Rest API for requests -reg
Hi, Is any Rest API available to get predefined list of PRIORITY AND STATUS from the Request form? i.e I want Rest API to get the predefined values from the priority and status drop down lists in the Request Creation form. Kindly help as soon as possible. Thanks & Regards, Kumaresan M
Asset Import Fails
Hi, My asset import is failing with the following on each entry. 1) For input string: "null" Everything is picking up from the csv. Any help would be appreciated. Thanks Rich
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