[SOLVED] Survey Email Configuration
Folks, I have setup Survey Configuration properly for our site in US, but we have sites in Brazil and Mexico, how can I make sure that users in these sites can received the correct translated email I defined in Survey Email Configuration. For example the translated Portuguese will only received by requesters with Closed tickets from Brazil site, Spanish for Mexico Site
Connect Microsoft File to SDP
Is it feasible to establish a connection between an Excel file and a designated template within Service Desk Plus, enabling seamless synchronization of changes between the template and the Excel file? and if is possible could anyone share with me a link,
Multiple SLA in Service Request
Good day, I was trying to have multiple SLA based on priority in Service Request. For ex. SLA created 1.Low SLA for Low priority 2.Medium SLA for Medium priority 3. High SLA for High priority Is there any way to achieve that ? Thankyou
Service Catalogue Cost, Qty, Total Cost
Hi, When using the Costs in Resource questions it shows a Total Quantity at the bottom but no way to add / amend that quantity. What am I missing please? Many thanks Lisa Current Version : 14.1 Build 14104 (moving to 14.5 14501 next week)
How to properly use API to upload file in Powershell.
Hello, I am looking for "up to date" solution allowing me to update request with attachment. In my scenario, I am creating request via preventive maintenance tasks and next I would like to add attachment. An xlsx file is generated by separate script.
Task visible for incorrect support group
I'm creating an incident template with a workflow to assign a task to another group. e.g. Onboarding a user incident templates goes to IT, a task gets created to the database team to assign DB permissions. However, the support group that the incident
Service catalog : is it possible to have more than 120 additional fields
Hello, Is there is a way to add more than the 120 additional fields available in the Service Catalog ? I have a lot of tickets to edit/create and the fields i need are very specific. Thanks for your help
Creating a "Custom Function" under "Automation - Business Rules" to send an email using an email "Reply Template"
Greetings everyone, I was wondering if it was possible to create a Custom Function under "Automation - Business Rules" in the admin settings that would allow the system to send an email to the ticket creator after ticket creation. The email sent should
I am unable to find Page Script option under General settings
Hi Team, We are using ServiceDesk Plus version 14304, in that I am unable to find Page Script option under General Settings. What is the cause ? Please help me in this regard.
CIs with same name
Hi, What is the reason for not being able to have two CIs with the same name? Even if they are of different CI Type? For example: We have one server running OfficeOnline named "OfficeOnline" added to the CMDB. Now we can't add the application "OfficeOnline"
Commenters Request form!
All organizations have a fund for criticism and suggestions. It is necessary to register a criticism or suggestion form. In many cases, their opinions should be kept secret. Similar to the voting of senators in the Senate. Otherwise, disclosing users'
Measure and reduce ticket volume in 5 quick steps [Free webinar]
Hello folks, When your help desk is inundated with tickets, it impacts technicians' ability to deliver sustained results. Catch the warning signs of a struggling help desk, and formulate effective strategies to streamline workload management. Register
Support group on Technician Auto Assign criteria!
I used to see Support group on Technician Auto Assign criteria in the previous versions, but not in the new version!
Change request template of approved request
Hello, It's possible to change to another request template of approved request? I cannot delete the approvation to proceed to change templante. We are on Build 12008 with SQL Server. Thank you.
Export Service Catalog (Only Active Templates)
Hi, How can I export to excel only my active Service Catalog templates? I don't want the old templates that are disabled to appear as we have many test templates which are not active and kept for testing only. Can you help me with the correct query?
Adding a default Resolution as part of Request Time Actions
Hi, Is it possible to add a default Resolution entry as part of the Request Time Actions. I know I can change fields such as Status and Request Closure Code, but I need to add a Resolution too. Many thanks Lisa Build Information Your Version : 14.3 Build
Add technicians to the desired role in the roles section!
I think that if you can add technicians to the desired role in the roles section, it is much faster and more appropriate than editing the technicians and giving them a new role.
add HTML form with check box into description of request?
We have a lot of request forms and define more fields dose not good idea! Is possible to add HTML form with check box into description of request? I want when the user to check the checkbox , Save this check https://demo.servicedeskplus.com/app#/admin/service-category/5/templates/2101 Sex: Female ☐ Male ☐ Job Title : Job Title Job Category : Job Category Department/Group : Department/Group Job Code/ Req# : Job Code/ Req# Location : Location Travel Required : Travel Required HR Contact : HR
Points to be noted in setting up test environment.
Users, Test environment can be created with the production data. Take a backup of existing data, by invoking backupData.bat script under <sdp_home>/bin directory. Backed up data will be stored under <sdp_home>/backup directory. Install the same version of SDP in any test machine and backed up data need to be copied to that machine. Backed up data can be restored using restoreData.bat script under <sdp_home>/bin directory. We like to specify points to be noted when setting up a test environment (with
Creating request with attachment via Outlook
Hello, I am encountering a problem when creating a ticket with an attachment in ServiceDesk Plus. The whole process of creating a ticket works as expected and even applies my custom business rules, but the problem occurs in the least expected "functionality"
[SDF-35350] Associate Requests to Contract
Hello IT contracts are related to many requests. Does ُServicedesk plus have the ability to link requests to contracts?
To, CC, BCC fields when creating a New Request!
When a request is created, it is very good if there are To, CC, BCC fields in it. Where is this feature used? When the user wants to notify several people. When the technician wants to leave a response on the user's request, that response will be automatically
Sort request's view based on notes/tasks/reply.
On the requests list page, if it is possible to sort requests based on note/task/reply, it can give technicians a better view
[Free e-book] The ultimate guide to overcoming help desk hurdles
Hello folks, Is your help desk struggling? Are frequent issues affecting productivity and service delivery? Wield proven strategies to overcome widespread inefficiencies that weigh down most help desks. This e-book addresses the following major challenges
Normal CR's need a 48 hour lead time - how to enforce in tool?
How are people enforcing lead times on normal CR's? We have a rule that Normal CR's need a 48 hour lead time, otherwise it needs to be an emergency CR. It would nice to add a condition in workflow - where Change type = Normal, and 'create date' is less
Automatically add a new service request When a user booking a asset
Asset Booking is a new and good feature. Good luck to you. But When a user booking a asset , a request service is also registered at the same time, automatically. Because booking a asset is a service request!
Report Result Font
The font for displaying the results of the reports shows a better shape
Require resolution to close ticket
I am having trouble finding an option to require a resolution in order to close a support ticket in ServiceDesk. Right now, many technicians simply close a request with no resolution entered. I'd like to have an error pop if the field is left blank. Can
E-mail Notifications when Notes Added
Good afternoon, We'd like our technicians to be notified when a note is added to a request. There is an option to customize the template for this notification under Notification Rules, as seen below: However this notification is not being sent, we're
Automatically Ticket Creation
Is there a way which SDP allows for automated email receiving or preview (for example helpdesk emails) and ticket creation within the system (SDP) automatically?
Additional scheduling options
Could you consider adding additional scheduling options for reports and preventative maintenance task please. What I'd like to be able to do is schedule work for the last monday of every month as an example. Also the monday of the last full week of a month. Maybe the easiest way to do these obscure ones is to allow a calendar type picker and allow multiple dates to be selected and it create a schedule from that. If it is essentially a manual scheduling process, maybe it could have an option to send
How to add web applications in CMDB
Hi all, I need to add the web apps developed in house in the CMDB. How can I add them? I can't figure out how to add them. Because I need to add details like web server (if is IIS, Apache, etc). Which database engine uses? (Like SQL, MySQL, etc), Which
Can't Load Dashboard and Widget Servicedesk
Some technician can't load helpdesk dashboard and request by Widget. Could you help me Fix it?
Can't generate request if template used has a multi-select field on a Standard Edition instance
Hi, Team, after several tests having internal errors in generating requests on preventive maintenance tasks, I found that the problem was when using a multi-select additional field (multi-select or checkbox) and only occurs on standard instances. I've
Temporary Requesters!
Every organization has several consultants and contractors who refer to that organization for project implementation During this period, they must register their work and requests in the service desk. Therefore, a local authentication account will be
Attach assets falls behind the page of the request form
I detect an issue, When we want to add request and after clicking on asset Icon, Attach assets It falls behind the page of the request form
URL blocked as maximum access limit for the page is exceeded. Please try after sometime
Hola, estamos presentando un error al realizar la consulta desde POSTMAN. Se estuvo desarrollando una solución en NODEJS, donde se ejecuta cada minuto, obteniendo todas las tareas del service desk plus. end point: /api/v3/requests Se hizo pruebas de ejecución,
Hide Tabs
Is a way to hide unwanted tabs like:Task and Worklog via Request Details Page Customization? Or How to do it: Technicians don't see the Task or Worklog tab?
Who viewed the announcements!?
Many users always complain that they did not see IT's announcements about the service interruption. And they blame the problems on IT. This is a big problem. Maybe they are lying! In my opinion, add the ability to add the total number of people and the
[SDF-85276]Set request status in reply automatically
Automatic set request status in reply this idea useful for all tosave many time
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