Control needs "focus"
When I get an email for CAB approval I open the link, click on “Recommend” under my name, a text box opens and I start typing but nothing appears in the box. The cursor focus does not move to the Text box, I have to click inside the box before typing Possible to have the text box have the initial focus on the control? Users have had this happen enough that they are complaining about it.
Change Management and Impact (Incident) reporting
I do not see an easy way of reporting on the impact of a change to a production system. The problem module handles this very well in my opinion, at a glance I can easily see who and how many incidents have occurred that are associated to a particular problem. Recent we had a production change that had a heavy impact upon the production environment. When I go to the change the only place I can see the associated incidents is in the history tab of the change and switch to Property View. That view
Search partial text
Hi. With SDP 9202 I can search a portion of text and find a lot of results contains that portion of text (in title or request body). With SDP 9213 this is no longer possible. Is this correct? I have tried to reindex data for the requests with Your batch script, but nothing is changed. I have tried to use jolly characters or blockquotes, same result. Do You have any ideas to regain back the possibility of better search into our incidents? Thanks in advance and have a nice weekend.
Close Request Form Changes
Hi, Is it possible to either customise or disable the web form that appears when a request status is changed to 'closed'? I want to be able to add a second tier to the request closure codes eg - System issue -> Network. I can create user defined fields on the main request form if I can't customise the close form screen, but if this happens I want to disable the form with the existing request closure fields.
Date/time limit
Hi, We're currently facing a problem with the date/time format in the Manage Engine. We're trying to capture birthdays but the Manage Engine date/time format only allows until the year 1970. We can enter dates that are 1969 and earlier but upon saving, it does not show the value entered. Upon report extraction as well, it shows as Not Assigned. Is there a possible way to enter dates that are from 1969 and earlier, or is this really the limit? Thanks! Geraldine Legaspi
Change creator ofrequests
Hi Dears I have two requester that one of them create about 400 request and he/she has to change his/her department to do another job fields and I have to assign his/her request to another one(as a requester) to continue his/her work. how i can change all of the requestes of requester? I am using servicedesk plus 9100 MSSQL
Mail Notification Issue
Hi, I am facing an issue of mail notification from the servicedesk plus while creating and closing request. As suggested in the link http://kbase.servicedeskplusmsp.com/troubleshooting/2013/05/17/email-send-notification-failed/ i have checked the smtp server using telnet command and it's working properly. I am stuck up with this issue, If someone have the solution please help me. Regards, Rajesh Patel
SMS for Business rule broken after 9213 upgrade
We recently upgraded to the latest release (9213) and our business rules that use the SMS function are not sending anymore. They send emails, and I can use the SMS technician functionality in an incident so it's not global. Anyone else seeing this?
Search for additional field - numeric type
Hi there, SDP Build 9041 I've set up a new entry in Admin > Asset Management > Asset - Additional Fields: Type: Numeric Label: Req/Chk ID For some reason, when I search for numbers in that field, it brings up nothing. I have other additional fields set up of Text type and they can be found when searching for asset. I'm usin gthe Search box on the left-pane, just below the Assets section group. I've specified the Search in field as Workstation and Assets but both comes up with nothing. I can search
Request Link in Reply Templates
I am trying to add a hyperlink using the $RequestID in a Reply Template that will take you to the Request details in ServiceDesk. I tried adding $RequestID as a field in the template and then hyperlink to $RequestLink. This failed. Are there any other options? Having the $RequestLink muddies up the reply.
reply to not working
Hello in outgoing mail configuration I use aaa@aaa.com account smtp setting, I've put bbb@bbb.com as a "reply to" addres, but when requester recieves notfication and try to reply it shows aaa@aaa.com, but should be bbb@bbb.com as I undenrstand right.
How to configure requester sorting by email address domain
I've configured Sites, so the question is how to make some kind of automation rule, for example: request is sent from particular mail domain -> to service desk's incoming mailbox. System creates Requester after fetching mail and if mail domain is for example @gmail.com - > associate this requester to site "Named A" Or what is the best approach to do this?
Attaching Multiple Incident Tickets To A Problem
It would be nice to be able to select several incident tickets and have the option to associate them all to known problem or change without having to go through them one-by-one. I would think a popup window with the a radio button option to associate with a problem or change and then simply enter the corresponding problem or change number. It would easy enough to validate the associated number entered by the user. Thanks, Craig Rice
How do I automatically load the change requestor?
I would like to be able to automatically assign the requestor of the service request to be the requestor of the associated change request when it is first created. How to I do this?
Is it possible to add sub-types to the Server asset category?
Currently it seems servers are all lumped together in the Servers category no matter what type they are (physical/virtual). This drop-down shows Desktop and Laptop as the available types, but it appears you can't modify it and every server is automatically considered a Desktop: Basically what I am trying to do is make it so that everything that appears under the IT Assets section of the Asset manager is a physical item that has a serial number, asset tag and a purchase cost. The problem is all of
Auto Assign Tickets to Technicians within a group
Please I am having issues getting the auto assign feature right, (hopefully am not the cause I have ENABLED TECH AUTO ASSIGN SELECT TECH AUTO ASSIGN MODE EXECUTE WHEN A REQUEST IS CREATED APPLY TECH AUTO ASSIGN WHILE CREATING REQUESTS TO EXCLUDED SOME TECHNICIANS After all said and done, I have observed that it assigns tickets to technicians which don't have anything to do with the group which the ticket belongs to. How do I get
Rearranging request dependancies
I have a specific instance where the technician creating a request for another site is unable to create the proper dependency mapping due to role restrictions. Is there a way to rearrange the dependency of two tickets?
How do I load a pick list field from a CSV file or query at run time
Hi, I have several templates that utilize a department head pick list field. Because this list is quite dynamic at times, I want to load the pick list at run time by reading a file or even better, using a query. Can this be done, and if so, how? Thanks Dave
calendar/scheduler intergation
Is there anyway the calendar view from the home page can be made global so all technicians can see it and be used for something other then leave time. We would like to have a calendar view easily accessible where we can list product deployments, maintenance periods and planned outages. Is there any way this is possible in service desk or is there a free plug-in available to led to this end Karen
9213 change didn't take
SD-62385 : Inability to update a request, with a new Requester I still can't change the Requester in an existing Request. I can edit every other field under requester but not the requester name. Are there specific conditions that should allow this? MSSQL, build 9213
Can't reply to a request with no body text
Hi Had a request from a user, replied, reply window closed, request page refreshed as normal, no error message received, but no reply added to request. Tried again, same result. Edited the request & put some text in the body. Replied again with exactly the same text and the reply was added correctly to the request. SD+ v9211
A Navagation Menu at the bottom of lists as well as the top.
It would be helpful, especially when you are browsing 250 lines at a time, to have this menu at the bottom of the list as well as the top. Darran
Does SDP have capability to scan attachments for infections while uploadin to help desk portal ?
Does SDP have capability to scan attachments for infections while uploading to help desk portal ?
disabling default report
Hi, how can I disable default report to technician so that I can show them only the one that I create. I'm working on release 9.1 Thank you for your help Antonio
Request Approrval workflow: turn off automatic email to approvers and fedback to requester
Hi, I would like to turn off the function of sending automatic email to approvers and feedback to requester regarding the stutus of their request thank you best regards Antonio
Community tab for tecnician other that Admin
Hi all, There is a way to hide the "community" tab for a technician that has not admin role? thank you very much Best Regards Antonio
Set all users as request approvers
Good afternoon, We require all users to be listed as service request approvers however as we have over 1500 requesters we do not want to go into each one and enable the tick box. Is it possible to change a global setting to enables all or run a PSQL cmd that will enable this for us? Many thanks.
Unable to create a technician or find promoted requester in list
We had a technician that was active directory enabled that we wanted to replace with local login to avoid being locked out when upgrades go bad. The end result is that we aren't able to add a new technician and after receiving an error, we tried deleting the technician and re-imported the user using AD import, which was successful, but when we tried to promote the requester to a technician, we got an error again with the result being that we can't view the user in the requester or technician list
need report like this Please
Dear Support, Could you please generate report like like this? ticket ID Request Name technician Status Approve sent on Approve Acted On approved overdue.( Approve sent on - Approve Acted On ) 9.1 Build 9118 DB Postgre
Stop Vendor fields fillup from Scan Assets
Hi, Is there any to stop filling up Vendor field in Asset details while scanning thru SNMP or Agent. I noticed that some vendor information is appearing as " net-snmp" TSS
auto login to SDP
Hi All the use case as next : The requester login to our web application with his username and password , there is page present all SDP's service templates names ( we retrieve service templates data using REST API ) , the requester choose one service template name what is the solution to allow requester go automatically to service template page on servicedesk plus system ? Note : our web application and servicedesk plus have the same database users ( Windows Active Directory ) Please help me Thank
Not completing Bat files?
I noticed this while doing a backup via backUpData.bat. The backup appears to finish but control doesn't return to the cmd window prompt. Then UpdateManager.bat did the same thing. The tasks finished, I clicked Done but the control didn't come back to the cmd window. Just a _ but not flashing and I can not type into the window. Anyone else having the same issue? Thanks, Aaron B. Allison
Change of Base Currency
Hi, Does anyone know how to change the base currency? Currently I have it in default as USD. I wish to change it to AED. I currently do not have any PO or asset cost set up as of this email.
Time Elapsed Analisis
I need support if we have a report of the information displayed on the tab "Time Elapsed Analisis" as shown in the attached image. The elapsed time by group and technician. Thank you very much for your support. Su Versión : 9.0 Construir 9043
Modifying Asset Type Fails
When in Assets, I attempt to use the Modify Type via the Action tab, I come with an error. My admin is out for the week, so I thought I would bring it up here :) Darran Version 9.2 Build 9207 MySQL
aftter update from 9201 to 9211-9212
I can't open conversations.
Remove a CC from a HD request that came in via email.
Greetings, Is there some way of removing a CC from a request in SDP when the request comes in and is created via an email? Seems our users have a habit of including our email addresses as CCs when they email our helpdesk system. Thanks, Steven Klepzig
hidden Services
hi, am try to associate one service to specify group after associate group to template the technician under that group can view the service and the Admin can't see the services after associate only technicians can view please help best regards
Change Browser Language by query SQL
Hi, I need to change the browser language for some technicians directly into Postgres Database, can someone help me?
Research and Development Features
Hi, I would like to know if service desk has any feature or plug-ins that will allow technicians to create logs/entry like in project module for research and development. We have enterprise version and currently we are using separate application to manage it. But if this is available then we can integrate it to change management and projects module which will be more beneficial to us. Regards, Rowell
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