Send Request with Screenshots through REST API
Hi, I need to build a web application for our user to send SD request via API. In the SD web site the description of request can support rich text and embedded images. If the request is sent through API, is it possible to support screenshots and formatted text? If it is not supported is there any work around for this? Thanks. Regards Steven
Service Desk Pro Database Migration
I installed Service Desk Pro with the default database that come with the product, we now want to migrate to SQL is there an out line that covers this process?
Possible to remove license from ServiceDesk Plus?
Greetings. We have recently started using ServiceDesk Plus with a free license. We realized that, baring major changes within our organization, we will never need more then 5 technicians. Prior to installing the license we had a license free version that supported 5 technicians and would not have to be renewed every year. Since we will not need more then 5 technicians and would like to avoid the annual renewal process, is it possible to remove our free license and go back to the unlicensed free
What is the date format in API
Hi, I have a custom field of type Date/Time (Admin > Helpdesk Customizer > Incident - Additional Fields and select Date/Time tab). Now I want to set value for this field via API. I found that "31 MAY 2015, 20:52:26" worked. But, is there any other format available for date fields in REST and Servlet API? Thank you! Have a nice day (night)!
Service Desk Plus 9.0 and MySQL
Hello, Is it possible to use SDP 9.0 build 9029 (or higher) with MySQL? I did not see the options to use MySQL as database server in the installation wizard. Thank you.
Reply Templates
Hi I am trying to create some reply templates, when I press Save or Save and Add New nothing happens. I have created templates in the past with no problem. I have also tried editing templates and am having the same problem. I have updated to 9.0 Build 9029 and am using IE 11 When using Firefox the problem disappears! Stuart
Field Mantadory error
We have marked description field of a template in Service Category as mandatory but the request is created without inserting any values in the field. Please check and confirm. Regards Hasnain Saifuddin
Script to set status = 'closed' and update resolution field
We had a technician leave and need to close his completed tickets. There are a lot of them. Has anyone written a SQL script to set Status = 'closed', set technician and set resolution? I would rather not go through the database and figure out the relationships to make this work. Or is there a way to mass close tickets in SDP? I am on version SDP version 9. I am thinking the script would be something like this. I just do not know where all the information is stored. Update table1 set status = 'closed',
port 26 on webmail
Good day. I need to set up your output port 26 and not given the option. come default port 25,465,587. Is there any way to make the modification and force the output port 26?
Change Technician Name
How can I change a technician login name? We have a user that has recently married and would like to change it. Thanks!
import database into an additional field
I need to import a list of stores at an additional field from a CSV file, is there any way to do ?. or would do so only store by store. thank you
Where do you define the unpicked time for a request
Scenario, New request comes in. Assigned to a group. Have the "Alert Group members by e-mail when a request is left unpicked in a group" turned on. ?? What is the time set to determine when an email should be sent? How do you check/change the elapsed time? We are looking for ways to notify our techs when a request has gone unpicked for >15 minutes. Business Rules do not accomplish this since they are only active on receipt and state no elapsed time. Anyone... Thanks, Cheryl
task 02
Hi We configured the default request a task automatically. If the ticket is created by e-mail, the task is not created automatically. Why? Thanks & Regards Antonella
Sending request detail as an email
My company uses SD+ for our ticketing system. We've engaged a 3rd party support group to help us with our workload but they use a different ticketing system. We'd like to forward requests from SD+ to their system as an email, but we can't figure out a way to include the Conversations and Notes in the message. Before I try to design something that grabs stuff from the database, is this a feature I'm overlooking?
Task 01
Hi Can you tell me a way to create tasks automatically when you open a ticket by e-mail ? Thaks & Regards Antonella
Categorising emails
Good Day Would like to know is it possible put emails that are sent through into a category automatically. If so how can i do it. Thanks
using comment box in user survey
Hi, is there is a way to use a text comment box instead or in addition to the satisfaction levels for the survey questions while defining the survey in SD+, as we wants to get the users comments of some points through the survey, thanks.
IE6/7 warning bar.
Can anyone please tell me, is there a way of removing the warning notice on the to of the page re ie 6-7.
Custom Theme page does not refrect current setup
It is much better if custom theme editor is start with current set up. It only show default and editor. Editor is always tart with black and white theme. Even if I want to change one part of it such as some text colour, I need to do start over all settings.
ServiceDesk Plus - Filter for Tasks
I miss a Filter for My pending Tasks that also include Task Status we have created. My open Tasks include just the Task Status 'Open'. The best would have been to have the ability to make my own Filters thougn, just like it is for Requests. Regards Reidun
API Reply Request with attachment
Hi, I am unable to see in the documentation if it is possible to attach a file while replying. Is it possible by any chance ? Best regards, Valdi Hafdal URL : http://www.vlink.is V-Support for Support Center Plus http://www.vlink.is/scp V-Technician for Service Desk Plus http://www.vlink.is/sdp
ukr.net rich text problem
Hello everybody! Have some old problem. From the old vers 6.x ServiceDesk to present vers have a same bug. Problem looks like - if user send mail from ukr.net (public Ukrainian mail service) web interface with Rich text formatting (stand as default) request that create from this mail have blank body. temp resolve is resend mail from myself from outlook.this is crooked solution. Maybe you have some simple solution? link to sampl *.msg of mail on GoogleDrive https://drive.google.com/file/d/0By961I7XEUvQbzZMNWxHY2V0dUE/view
how to clear the contents of an additional filed within incidents when reassigning ?
Hi, Is there any idea about how to clear the contents of an additional filed within incidents when reassigning this request to another technician? this would help me to create a certain field to enable the technician to write the reason of inactivity on a certain request to gather those reasons on a report to my manager. or is there any other way to do so? thanks for the help regards, Wadea
About tasks | scheduled time and marking a member
Hi all, As you can see from the picture. I just created a task and marked to a member besides I gave it a start and an end date but my questions are: Why it shows that it passed 11 hours in spite that i gave this task to be started at the same day on next couple hours?! Another question , what is the benefit of marking a member? Is it to be assign automatically when the start schedule begins? thanks
Track software patches and updates
Looking to use SD+ to track software updates and patches on a monthly basis. We have a patch management process to evaluate and release updates on a scheduled basis. Looking for suggestions on how to best incorporate that process into SD+. Would the Preventative Maintenance Template be the best way to go?
Why are CC replies treated as another request by servicedesk plus??
When a requester sends in a request and CC other users, and when each of other the CCed users replies, this is treated like another request. Is it possible to append it as a conversation or Work log??
iPhone App for Requesters
I am able to get my technicians signed in to use the iPhone App for ServiceDesk Plus but, I am unable to set it up for a basic requester. When trying to sign them in, the app says it is missing the API for the technician. I don't understand why it is asking for that for a standard requester. From what I've been reading, it isn't necessary for requesters in order for them to use the iPhone app too. Please help. What am I missing? Is there a different app for the requesters? Thanks, Tony
API to post new conversation
Dear All: any ideas how I can post the conversation for a request through API? Thank you. ChuSoon
New agent ID.
If I reinstall OS and give a workstation new name on performing a scan all the history for this workstation will be lost (different agent id, different name, same MAC, no Service Tag). What if I want to keep all the history for this workstation, is there any way to do so?
SMS alerts implementation
We need start to use the sms option to send alert to technical people but we dont know what need, my supplier "Agrega Honduras" tell me that not posible, and offer use the movil app ... but some people required received the sms and we need know how is posible.
How can I make ServiceDesk Plus just listen on localhost 127.0.0.1?
Seems that something overrides run.sh, JAVA_OPTS, etc. when trying to set the jboss.bind.address. Is there anyway to prevent the application from trying to bind to all interfaces?
MS SQL
We are looking to reinstall service desk on a new server. Which versions of MS Sql does build 9014 support?
Service desk plus android application
Hello, I am trying to connect to Android App. However continually get error "User Authentication failed" However I have generated API key. We are running version 8.2.00 Any thoughts?
Number field REST API
I am currently trying to edit a "Incident request" item in ServiceDesk app through REST API. I have success with text and choice fields but get a failure (similar to invalid input xml or no input found) for the number field with following xml <parameter><name>Overall % Complete</name><value>2</value></parameter> I got the name for the field from the outward json string using REST API again. {"WORKORDERID":"300204"....,"Overall % Complete":"0","Cost ($)":"0.0","Scheduled Start Time":"","Scheduled
No SLA for Problems?
Hello, I set up SLAs for low, medium, normal and high priority issues. It works for the Incidents but not the Problems. So I have to manually set the due by time for the Problem. Due by time should be populated automatically based on SLA, as with incidents.
Attachments through API
Hi, One little question regarding attachments With the API you can easily upload and attach a file but now I am looking in the other direction that is to say get attachment when a conversation entry is more than 64K the API return a message saying "The size of the description being greater than 64K, the content has been moved to attachment CONVERSATION_DESCRIPTION.html" First of all it is strange that the API return the status code 200 (SUCCESS) if the description or other values are not returned.
Implementation of registration problems
we need start to use the registration of problems, and need include some aditional field to the template, i saw the option , additional fields for problems,i saved new fields but i do not know how view this fields in the template new problem SD V 9.0
Auto populate requesters from incoming email
How do I turn this off? I need to prevent SDPLUS from taking the contact withing the incoming e,ail and make a new requester from it. I have this seeting, set to No; Allow dynamic user addition when the user is not imported in the application?
SDP Enterprise approver always disappears
Hi all, I'm currently working with the SDP and we are sync with the AD account for users to authenticate. When users raise a ticket on the service catalog we configured to get approvals from the Dept. head configured in the serve form. The var $DEPT_HEAD$ is always disappearing. Can anyone how its possible or how does it happens? My Version : 9.0 Build 9000 Many thanks.
Free Edition licensing
I found the terms for licensing the free edition here: http://www.manageengine.com/products/service-desk/licensing.html This all looks good except for this paragraph: "Annual Subscription License: As part of your choosing annual subscription license, Zoho grants you a fee-bearing, nonexclusive, non-transferable, world-wide license to Use the Licensed Software including user documentation, updates and upgrades to which you are entitled as well as any plug-ins provided to you during the period of your
Next Page