Can approvers see requests approved by himself?
Hi, I need that an approver (not technician) can see all requests approved (or denied) by himself. Is this possible? Best regards, Totus
query report for time between ?
Dear, we use manual to assign the incident to technician, so when the user create the incident it's show not assign ,then when the responsible person receive a notification that new case is open he will assign it to the available technician, so I need report to show me the time between the created case and assign to technician. waiting your support for this. Database :MSSQL Build No.8212
Custom trigger - Python to VBS or Powershell
Hi. Jai Anand has been created an awesome python scritpt to send e-mail by custom triggers with possibility of using any request/ticket information (args from $COMPLETE_JSON_FILE); https://resources.manageengine.com/resources/resource/script-to-send-custom-email-notification-through-custom-triggers But in my case, python module installation was not allowed on windows servers for security policies reasons. I have some powershell and vbs scripts that I am using in ServiceDesk Plus for API goals.
Form: unable to edit Description text after disabling field
For some forms we chose to turn off, or hid, the Description field to Requesters and turn off the Mandatory requirement. Now if we go back to the form and turn the settings back, the Description field is not editable. From the Requesters view they are able to see the Description field but from the Admin side the Description field is no longer a dialog box. How do we reset this field so we can repopulate the Description?
Cisco Voip integration
We are having some issues when cisco voip voicemail transcription emails get sent to our helpdesk to create a new request. Most of the info gets sent but many times the voicemail transcription is missing from the request in the help desk. Is there any configurations that we could look at to troubleshoot this issue? I've looked through the email server settings on the helpdesk, but didn't find much in this regard.
Auto close ticket when all tasks are completed
Is there an option to auto close a ticket when all tasks are completed? If so, where can I find that setting? Thanks, Dave
Send email to another user when based on requester details
Is there a feature that would send an email to another user based on a requester's detail? For example, if a new request comes in from a John who works in the Maintenance department, it will email the Maintenance supervisor of the request detail. Similar to a new request email that gets sent to technicians.
Attachment Button Missing from "My Tasks" on Home Tab
Hello, We have been experimenting with the tasks feature of ServiceDesk, and it is a very useful feature for breaking up a request into the individual components. When we assign out the individual tasks, we have found that when a Technician selects an open task from the "My Tasks" section of his home tab, that all of the options for that task appear except for the button to enable the assignee to add an additional attachment during the completion of that task. See below: The assigned technician
Change Status
Hello, "Open onhold requests upon requester's reply?" is a good feature but it seem it has a bad limitation. Let me give you an example. We have an SLA set to resolve a request within 24 hours. We have a custom Status set "Awaiting Response" with Stop timer. A ticket is created by a user, ticket was replied and status is set to Awaiting Response. But, if someone replies after 24 hours, this feature will change the status to Open and it also breach the resolution SLA and makes the technicians
Purchase Orders - Edit email template?
Hi How can I change the Purchase Order email notification templates to include the PO Name instead of the PO #? Many thanks, Paul
can work with intranet application web form?
Hi, I am creating add new user request form in our intranet website and would like to send that request to service desk plus to the admin. I am not sure how it can work , Any idea or example? Appreciate your help. Thanks
Extract incident templates to CSV
Hi, I want to review all our incident templates quickly (I was not involved with their creation hence why I want to do this the most effective way I can). Can an SQL query extract incident templates into a CSV with field names across the top in columns and their values listed in rows? Running MSSQL Your Version : 8.2.0 Build 8202
Request the ability to add / link to process documents
Hi I have been asked whether SD+ can have a link to / include attached process documents to each function. So, Requests tab would have a link to the Incident Management / Request Fulfilment processes, Problems, to Problem Management, etc so that people could easily access the documentation. Even a link to a particular Solutions document would suffice. Is that possible, or could it be added to the roadmap? Thanks guys James Gander Gander Service Management IT Operations and Service Management Consultancy
Technicians unable to view or use service catalog templates unless they are a part of the matching support group.
Each or our technicians gets associated with a support group/s that relates to the requests and incidents that they will be managing. This means they can see all the unassigned request for their support group. Each or the service and incident templates is associated with the support groups which relate to the request details. Technicians who are not in the same support group as the template are unable to see the template in the service catalog. Requesters are able to see all the templates without
Add Request Task via API
hello I have a problem with API and tasks.I want to add task via Rest API but I can not.how can I do it? I try it with below link http://localhost:8080/sdpapiv2/tasks?TECHNICIAN_KEY=C1FFF56A-BB4D-4FB5-AE82-5B7F5E3DAC46&INPUT_DATA={%22task%22:{%22title%22:%22sample1%22,%22status%22:{%20%22name%22:%20%22Open%22}}} is it true? I am in a rush.
Better Help Menu
Hello, the help link in the top, right-hand help menu just goes to a generic help website that seems to load slow for us. It would be nice if it offered an option for more specific help for the current page like help cards, but info on navigating the request list view page, adding projects, etc.
Is it possible to resize the "new incident" button on the home screen of the customer?
Hi all, My client need to resize the button "New incident" in the home screen of the customer view to make it more visible. Is it possible? What is the file(s) to modify? Thanks in advance. Rodrigo.
Change Subject Name Field for One Incident Template
Is there any way to change the subject field for a single incident template? I am working on a new hire form and I would like the "subject" field to read Employee Name instead of subject.
Group notification settings not saving
I'm having trouble with getting some group settings to save. I want to enable the e-mail notifications to technicians within a group when a new request is added, and also when a request is left unpicked in a group. But these changes will not save for any group except the default group. I get a notification that the changes saved successfully, but when I look at the group settings again, the changes are gone. I am on version 7.5.0, build 7504. If anyone has any ideas or has encountered the same problem,
Default Custom Views and Column Selections
Is there anyway of you can set the default columns view in Custom Views for all users? I want to ensure everyone has the same setup of columns on display without having to setup this up under every technicians login. Also how do you setup a Custom View just to show Tasks? For example all Tasks assigned to the Engineers team. Version : 9.1 Build 9118
Need Requester Title Varaible
When configuring the notification rules, I need the ability to include the requester title. Is this available yet? This is a very basic feature that's been requested by several other people - it looks like there hasn't been an update in quite some time.
Purchase Order - Edit Email Templates
Hi Is it possible to change the Purchase Order email templates so that they include the 'PO Name' instead of 'PO #' in the subject line please? Many thanks, Paul
Cannot uninstall
I've been having a problem uninstalling ServiceDesk Plus and was wondering if there is an uninstaller program (For V8 and V9) out there that will remove this from our system so we can install fresh? We are performing an upgrade of V8 > V9 . Andrew
How to I block or stop a particular email address from replying to a ticket
We have admin staff who cc: external suppliers into emails, we would like to block individual addresses from replying and generating a ticket, is this possible
How can I import the USER of a Workstation trough CSV import?
Hi all, I need to import workstations with the user. What is the correct format of column "USER" to import the relationship with the workstation? The problem is field "User" because has coma "," and it is impossible to import by CSV file. Thanks in advance!!! Rodrigo
Can't see the tasks when technician is in a specific site
Hi, I created a role called "Role1" and selected the option "All in associated sites" in the "Technician allowed to view" section. I also created a technician called "Tec1" and associated it with this role. This technician is assigned only to the site called "Site1". This site is configured with the "Custom Settings" in the "Related Settings" section. Finally, after all this setting if this technician creates a task and open the tasks section, he can not see any task, even those created by him. He
SDP E-mails
Currently when an e-mail that servicedesk plus sent (new ticket, ticket notes, forwarded ticket, etc) is replied to the email is placed in the "Requester Conversations" part of the ticket. Is it possible to have e-mail responses added as a note instead? Thanks
Application get down some times
I AM GETTING THIS ERROR WHEN THE SDP GOT DOWN,PLEASE HELP ME OUT WITH IT. STATUS | wrapper | 2015/12/08 12:07:23 | Machine is shutting down. STATUS | wrapper | 2015/12/08 12:08:25 | --> Wrapper Started as Service STATUS | wrapper | 2015/12/08 12:08:25 | Java Service Wrapper Professional Edition 32-bit 3.5.15 STATUS | wrapper | 2015/12/08 12:08:25 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2015/12/08 12:08:25 | http://wrapper.tanukisoftware.com
Escalation Report
Dear support, How can create a monthly report where only if escalation was triggered (to be specific Resolution Escalation) Request # Due Date Site/Region Support Group SLA Response Escalation triggered Response Escalation triggered time Resolution 1st Escalation triggered Resolution 1st Escalation triggered Time** Resolution 2nd Escalation triggered Resolution 2nd Escalation triggered Time** Resolution 3rd Escalation triggered Resolution 3rd Escalation triggered Time** 35669 04/05/2015
Count number of times reply template has been used
Hi, I would like to find out what the joins are for the reply template. We have a number of reply templates in use by the IT department and they would like to track how many times each type of message is used by each technician. As far as I can work out, the templates are under "ReplyTemplate" and the outgoing messages are under "Notification" but I cannot see how to join the two together. The same issue exists for ResolutionTemplate and RequestResolution. There doesn't seem to be any join between
Download all attachement
Dear Support, Please include an option to download all attachment. Not one by one. Also, Attach multiple files at the same time.
Mail Fetching Keeps Stopping
I realised that emails were not being recieved and after checking I noticed that mail fecthing had stopped. When I start it again it immediately stops and creates an error in the system log message as below: System Log details : System Log Message : Error when processing mail Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : 08/12/2015 10:05 AM Probable Cause : Error processing email with subjectOfMail : RE: Your request has been logged with request id ##14182## and messageid
***request template - drag&drop field***
Dear all, we have a problem with the drag and drop fields "discription". We can no longer insert the following field in a template: “Description” (in german “Beschreibung”), see screenshot. It only affects the field "Description" all other fields work. I hope you can help me. Many thanks
Translation - add module field
We'd like to see a feature where a searched item is listed in its' corresponding module or screen. For example: We want to change the field 'Name' to 'Contract Name' under the New Contracts screen. When we search for 'Name' under Translations it listed more than 15 matched items just for 'Name' - not counting the countless other hits with 'Name'. Without knowing which 'Name' field corresponds to the specific field under Contracts, it becomes a exercise in trial and error.
CMDB - It needs some serious love - what do others think?
Guys, According to my opinion there is some additional work needed to make the CMDB really usefull. My critical view upon it, along with the suggestions: Too many default CI types There are a staggering 64 default CI types implemented, all of them cannot be hidden nor deleted. Make sure these can be hidden or deleted. The user should be in charge of what CI's he/she uses. Licensing should work independent of this. Default fields in custom made CI's When you create a custom CI without any additional
Query for Support Groups and all details
We are in need of a report that displays all of our Support Group names, description, owner, technicians associated to each group and notifications set (“New request added to group” and “left unpicked”). I was able to run the following but it does not give me technicians and notifications. SELECT ci.CINAME "CI Name",citype.TYPENAME "CI Type",cisite.NAME "Site",ci.DESCRIPTION "Description",ImpactDefinition.NAME "Business Impact",ownedby.FIRST_NAME "Owned By" FROM SupportGroup supportgroup LEFT JOIN
Problems import Users related in CI
Hi all, How can I import a "user related" in WORKSTATION if my users in SD+ are "Surnname1 Surname2, Name" ? As you see the name contains "comma" and is impossible to upload into SD+ using the CSV file? The names come with comma from Active Directory. User to import in CI : Name "ortega garcia, rodrigo" Thanks in advance. Rodrigo
I need to create a time measurement report in SDP for requests in SDP
Hi, My name is Angel Mejia, I´m from Mexico City and in my company we need to generate monthly a new custom report that has, and must get the below information: We have since the beginning: - Opening date of the request - Closing date of the request - SLA time limit for the request We need to get a custom report with: - Total time since opening to closing of the ticket - Total non-operating time (elapsed time in non-operating hours) - Total operating time (elapsed time working hours of
in public i am receiving mail conformation as old mail id not new mail id
i am using service desk plus standard edition in both public and intranet . my Previous mail id is different and present mail id is different so i have changed in mail settings but in public i am receiving mail conformation as old mail id not new how to change new mail id settings for public .
SSL geotrust cert
How can I install a Geo trust cert to use the SDP with SSL? The directions dont say how to import it. I am using P7b. I extracted the 3 certs inside. There are no commands to install a geotrust cert.
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