Possible to change notification bell request id template
Hello, I am looking to see if it is possible to change the notification bell request id parameters. I see that throughout the application there are templates which allow for configuration in e-mails, and other notifications, however I do not see any options for customizing the bell. I would really like to use something more like: "Approval required for Request ID: #$RequestId" Which translated should show: "Approval required for Request ID: #16" Thank you!
Configuration changes in ServiceDesk
Is there any report or audit log where we could view configuration changes made in ServiceDesk? Example, service templates changed, imports done, options changed, etc. Thank you.
How to grant "Import Requests" function to non-Admin users
Hi, I see that "Import Requests" function is available for SDAdmin role users. But I'd like to explore this function to other type of roles, like a new role I'm creating. Would that be possible? Thanks. Jack Cao
Business Rules using AND and OR
Is there a way to create a Business Rule that will use both and and or ? LIke To contains helpdesk or CC contains helpdesk and Sender is not Bob (we hate Bob) :)
Project Managers - Option to Create Projects but Only See Their Own
Hi All I'm trying to find a way to allow project managers to be able to add project but, every time I try to modify the checkmark "add" under projects, the Project Member's Allow to View, changes to "All Projects." The issue here is that we want to allow them to add projects but only see the ones they are associated with and NOT all projects. We are running ServiceDesk Plus build 9017 Enterprise Edition. Best Regards Carlos L.
Report restriction to a certain group
Hi, At present, a report can viewed by either of the following control. a. Public Report - All can view b. Private Report - Only me. Can we request for a feature or a workaround to limiting a particular Report Folder to a certain group. I have a requirement to display sensitive information to a certain group only. Thanks.
E-mail Fetching Randomly Fails
I’m demoing ServiceDesk Plus 9.0 Build 9035 and sometimes the mail fetching works fine and others where it will delete the message out of the inbox but it never shows up as a Request. Also, I’m not getting any e-mails I’ve set up in the Notification Rules (e-mailing reports works though). I've restarted the service several times and verified all of the fetching settings are correct. I’ve attached the support file. Any ideas?
Report
Can you help me build this report Daily / Weekly (I should be able to change between them) - List of All Requests (ID, Subject, Requester, Department, Company, Completed date ) - Grouped by Support Groups - Grouped – further – by o Unpicked Requests o SLA Violated Requests o Resolved/Completed Request This will be sent by email Daily / Weekly I have to decide
Backup scheduler notifications
How can we control who gets notified when a technician enters leave time in the scheduler? Right now all technicians are getting emailed when a technician puts in for any kind of leave type. Thank you.
ServiceDesk Plus - Change Workflows allow edits of previous stages if Technician has not refreshed page
(noted in ServiceDesk Plus 9018 - many apologies if this is a duplicate topic or mentioned in KB or a service pack fix - I don't have much time to search right now and can't afford to wait to log it) Build 9018 behaviour: Change Workflow enforces that once you have progressed beyond the Planning stage you cannot edit the fields (e.g. Roll Out Plan) in that stage. Under the following scenario, a Technician can bypass this security. 1. Technician 1 opens Change Record while it is is Planning stage
where to find postmaster.pid & how to set ticket ID to another starting value
Dear all, I try to follow the instructions given by another FAQ section to set the ticket ID to another starting values. However, since I use Linux/Ubunto the commands given in the FAQ (./psql -U postgres -p 65432 -d servicedesk) are resulting in an error message " could not connect to server". I'm not familiar with postgres at all, so the syntax in Linux might be slightly different.. While I tried to find out the reason I found as well the pgsql/data file it completely blockked (mode 700) but this
Active Directory: Import Single User error
Hi guys, ServiceDesk Plus Standard Edition 9.0 9035, if i try to import a single user from Active Directory i obtain this error: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException
org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Why does default reply template automatically populate the cc: field?
Is there a functional reason why the cc: field is auto-populated in the reply template? Is there a way to remove that?
url's in requests
The url that is inserted into the opening is called as http and https would be correct , how could fix this problem ? http://helpdesk.portoseguro.org.br/WorkOrder.do?woMode=viewWO&woID=2015006911
mail fetching from exchange 2013
just migrated our 'support' email account from exchange 2007 to 2013 server. unable to link servicedesk back to receive mail from the mailbox. tried everything I can think of in terms of receive connectors on new exchange box. tried linking service desk using ports associated with all existing receive connectors. (not totally familiar with new exchange system yet) confirmed correct username and password for support account. out of ideas and needing help now. unsure whether the problem lies with servicedesk(unlikely)
email reply by unassigned technician
I have looked over notification settings and cant seem to see what i need so thought i would ask you lovely people ( flattery gets you everywhere ) We have a team of Technicians, When a request is raised no technicians were receiving email notifications. I created a group and placed them all in there and selected the following: Now the techies receive the emails but when they reply via email the ticket does not get updated. If i manually assign the ticket to the techie they can reply via the
Category field mandatory for requesters
Hi, How can i make the Category field mandatory when submitting a new ticket? We are using Servicedesk 9.0 Build 9035 Thanks
After 9035 update
After we did the update the admin tab is now just a big listing. Which makes it much tougher to find things. Is this just a setting or an issue with the update. As we have the latest version installed for another department with no issues. This is how it looks now.
Backup error!!! please help me
We get the following error when the scheduled backup fails. What do I need to do to fix this? Error Message java.io.IOException: The process cannot access the file because another process has locked a portion of the file at java.io.FileInputStream.readBytes(Native Method) at java.io.FileInputStream.read(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.addEntry(SDBackUp.java:2224) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2091) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2064)
Ability to set E-mail Id(s) To Notify field with Preventive Maintenance
When defining a Preventative Maintenance task, it would be useful to be able to set the E-mail Id(s) To Notify field, as you can when creating a request. It appears to be the only request field missing from the PM task creation screen. This would allow us to have the completion notification of a PM task go to a mailing list or arbitrary list of users, as well as the requester.
Incoming Email
we have a couple of employees with a problem. When they email us they email with an address like this: firstname.surename@example.com when we inspect the incoming mail the email address is changed. it become a underscore "_" instead of a dot "." when they log in intro the self-service portal using AD authentication they can't see the ticket. Because its sent with a different email address Why is the dot changed to a underscore? our email program is IBM Lotus Notes kind regards, Jordi van Oosterbosch
CSI for requester
Hello Team, I was wondering if there's a way to hide some categories/subcategories/Items from certain requester and show it to others? I believe if there's an option to group requesters, we should be able to do that. Appreciate your prompt response. Kind Regards, GS
Site not assigned to Technician
For one requester, the technician cannot make request , error is " you cannot make request as the site is not assigned to you". Iam pulling out the requester from active directory and rechecked to confirm that site is already assigned to all technician. Tried removing the site and adding it back but the same error.
Time Spent Technician not being assigned
When a work log is created the Time Spent Technician field is not being populated. I assume, not being able to see what is behind it, that the Owner of the work log should be in this field. This is causing me an issue with a report for time spent that I am running where the Time Spent Technician is being returned as "Not Assigned" and Time Spent is not being returned for the work logs on the requests.
Remove Sign in
Hi , We are in the trial period and customizing the mail page for users . We only want to have the option de change password and unlocked the account, users get the email with the code to complete the task. We want to remove this ( the sign in opcion ) from the mail web page , how can we accomplish this ? The option 'hide" does not work neither . Regards
SDP - Request Catalog - Translation
Hi, Is there a way to have the Request Catalog translated? I have noticed that when you switch between languages the "Request Catalog" button from the Requester portal stays as "Request Catalog" (English), and all of the sub-categories stay in English. Do these all need to be manually translated? I saw that using the Admin Tab > General > Translations you can do some modifications. But for the "Request Catalog" this appears to be a static change that would change the language for all regardless of
Allow change only to sub-category
Is there a way to set a category to view only but allow the requester to set the sub-category?
Restricting Requester to view only his Assets
Hi, how can i restrict the requester to view only the assets which he belongs in submitting New Incident form. Right now when a customer tried to log a incident and dig down the assets lists he can see all assets of all sites which he no needs to see. please help.
Error for one user accessing previously submitted Requests
Hi For some reason, when one of our users tries to access a Request she previously submitted, she gets the following error : HTTP STATUS 400 - Invalid Path / WorkOrder requested type Status Report message Invalid Path /workorder was requested description The request sent by the client was syntactically incorrect (Invalid path /workorder was requested). Could anyone please advise Thanks.
Change subcategory
Where do I add a subcategory to a category? for change requests
Administrator changes report
Hello team, Just wondering if there's a way that I can get a report of which Administrator made what changes on ServiceDesk Plus? We have more than one administrator and we have updated the latest hotfixes. However, we can still see changes to the application but we're not sure if that was the update or that was applied by someone in the Admins. Kind Regards, Geo Samy
Update Failed 9034 to Build 9035
When i try to update i got the message bellow: Unable to start the database. Possibly server is running, if so please shutdown the server. Or previous upgrade is failed and the message for the same will be displayed in the command prompt. I will put the update log attached. UpdateLog Thanks in adavnced.
adding forms to service templates
Not sure if this can be done but I would like to see the ability to add a company form into one of the templates so the users can fill it out whilst creating the ticket. T
Feature Request: Archive Old Contracts
I would like to be able to archive expired (old) contracts in ServiceDesk Plus to keep them available for historical purposes, but not have to see them unless I want to look at them. Thank you, Carey
Requests assigned to Technicians who have already marked leave
Technicians are assigned requests even when they have marked leave days on service desk plus portal
multiple email addresses
In our organization we are using multiple email addresses for different sites. We have one main email. with that email address users can log in intro the manage engine page self-service portal with AD authentication. When they use multiple email addresses the tickets don’t get under one account and cant log their status. Is there a option to add multiple email addresses for one person? so each email from different email addresses comes under one account?
Cisco IP Phones on SDP
Dears, we scanned and discovered the IP phone successfully but we need to have an option to assign it automatically to the users, can this be done?
Urgent help: All out war vs our outlook. Recipient not found.
Hi, We've stumbled upon a fairly annoying problem when it was decided to disable an email address on our exchange server. One message was sent through SD to that email, got back from outlook that the request has been appended with a user reply, then that got bounced back, and SD appends the reply and then sends yet again an update causing a nasty email loop. We've stopped the loop for now, however i need a nice way of deleting tons of messages in one incident. Whats the best way of doing this? Thanks
Automatically delete/close certain tickets in a group
Slightly odd problem this one. We have a group called IT Alerts in our SDP. It's a group for messages from our automated systems (backup scripts, hardware monitors etc). The small but irritating problem we have is this: The alerts emails are sent in to SDP from a variety of non-existent email addresses e.g. sql_backups@mycompany.com, san_monitor@mycompany.com etc. We have 'acknowlege requester by email' turned on, so every time a system sends in an alert email, SDP sends back the 'Thank you for your
MSSQL version
Can you please advise what versions and editions of Microsoft SQL Server are compatible with SD+ release 9027? cheers Graeme McFadden
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