ServiceDesk: Change Stage & Status - Associated Tasks and Requests/Problems, and personal Change List Views
(Request made with respect to ServiceDesk Plus 9018 Enterprise) As on my other posts, I again want to note that we really appreciate Change Workflows. I have a couple more suggestions that really enforce the documentation process supported by Workflows... Enhancement Request 1: Remove 'Requests initiated as a result of this Change' from the Planning tab and make this an area of the Review tab. Reason: This is documentation vital to the Review process and when someone is reviewing the Change outcomes,
CAB member views
Any tips for helping CAB members view changes pending their review? Any tips for helping change managers quickly see which changes have updated CAB recommendations or CAB recommendation status counts? We're trying to leverage the CAB system but we're struggling with simple ways for both sides of the approvals and recommendations quickly finding ALL the tickets they need to act on. Checking each ticket manually is time consuming and ineffective. Anyone out there have any ideas?
Best way to escalate request to developers while keeping in touch with end customer??
Our team is trying to be very customer oriented especially with the request we get from end users. Many times the request we get are beyond our ability to resolve so we have to escalate our request to the developer of the application in question. The problem is our developers are don't really need to interact with the customer, but if we assign the ticket we are no longer able to keep that request in front of our team for updates for the customer. We are thinking about sending our devs task and
email integration for change management
Changes I deal with often start from an email, is there a way to forward in and integrate emails in changes, the same as you do with requests. I am currently using the "notification" functionality to email our supplier about things we need them to do as part of a change but am aware that if they reply to the email it'll be lost.
Automatic email to ticket
Forgive my newbieness, I'm evaluating ServiceDesk Plus as a potential Help Desk solution for my district. The big feature we're looking for is the ability for our users to be able to simply send an email to the help desk email address without any special formatting and have that automatically become a ticket. I've seen that Spiceworks can do this but, honestly, I would prefer to go with ServiceDesk Plus as I am familiar with your product from a previous district that I worked in. I've seen where
Export requests and solutions to other ServiceDesk.
Dear all, We have plan to merge two service desk servers. We have three following questions. [ Environment ] ServerA: Windows Server 2008 + ServiceDesk Plus Std. 9 ServerB: Fedora 20 + ServiceDesk Plus Std. 9 Q1. Can we merge all requests from Server A to Server B? Q2. If Q1 is yes, can we merge all request histories and attachments? Q3. Can we merge all solutions from Server A to Server B? Best regards
automaticaly set asset
Have a nice day. When I create new incident and choose requster asset field set automaticaly by first asset. I want to fill it manualy. How can i change default value on "Choose asset"
Technician using gmail to reply to requester
Hi, I would like to find out if it is possible for a technician to use his gmail account to reply to a requester's request that has assigned to him? I tried to reply using gmail (but only seeing the incoming email account in the Email-To section). Although servicedesk plus captures the conversation, it is not forwarded to the requester. Is there anything i can modify in the system to cater to this usage? thank you.
change order of resource info
I'm creating in the form designer for Service Catalog in SD+ and needed to delete a "Resource" from the "Resource Info" section and add another one. But now the new "Resource" is at the bottom of the list. Is there a way to change the sort order (i.e., move the one I just created to the top?)
Enable remote connection to the servicedesk database
What is the command to enable a remote connection to the servicedesk database? I need to use a data profiling tool installed on my workstation to connection to the servicedesk database.
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
Sort by Count
Hi We have created a report that shows us each department and how many requests they are putting in with the full count at the end, we would like to sort the count to have the highest on the top. This is the query - SELECT sdo.NAME "Site",dpt.DEPTNAME "Department",wo.WORKORDERID "Request ID" FROM WorkOrder wo LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID=dpt.DEPTID LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID WHERE (wo.ISPARENT='1')
sabari
i states that "Server is starting .It may take a couple of miniutes." and it returns normal to command mode
sabari
hi, i am having a problem in running the manageengine server service. if i execute the command sh run.sh it becomes blank .the servers are not starting. please can u help me
New request ID created. Please Help..
Hi I have the following setup for testing: - Requester (a@a.com) send in an email which has multiple email accounts in To section. (To: b@b.com, c@c.com etc) - A technician log into servicedesk plus to reply. At this stage, I am seeing b@b.com and c@c.com are in CC list instead of To list. Is this expected? More over, if b@b.com replies to the received email from technician (for the reason of adding information to the issue), servicedesk plus will treat this as NEW request. Is there anyway to
How ServiceDesk Plus consider incoming emails as Same Case?
Hi all, I am new to ServiceDesk Plus and a little confused over how ServiceDesk Plus merging emails into same request id. Hope you guys can share some experience. I am planing to change all reply templates using "prefix10000" instead of default "##10000##"" etc. Can this be done? From my testing, seems to be working fine. I am not sure how thorough my testing is though. Thanks in advance.
SDP Web Server Security Updates
We are improving our security through scans and analysis of all of our potentially vulnerable systems. I'd like to know what web server software SDP uses, and how to check on the version. In addition, what is the process for updating the web server software and how often does this occur? Thanks for your prompt attention to this. Joe
Reports not working after update to 9.0 Build 9028
I have updated to 9.0 Build 9028 last night and subsequently when I try to access reports I get the following message shown on screen before being returned to the Home page. "NTLM Failed Redirecting to Login page" We use AD integration and SSO successfully so I am not sure why this error is being thrown. Also, although I am not sure this is relevant, when I go to Admin -> Zoho reports integration I get the following error FAILURE :Exception in displaying zoho reports configuration details. Please
Variable for Requester Job Title
Hi, We can send some requester information variables in email notifications as: $RequesterName $RequesterMail $RequesterMobile $RequesterPhone How can we send requester Job Title? Which is the variable? Thanks in advance, Aritz.
On Behalf Of variables
Hi, We are using $OBOUserName variable to send some information in notifications but we want to know if there is more contact information for On Behalf Of users (telephone, email, mobile, etc...) and which variables should we use. Thanks in advance, Aritz.
New UI
I have just switched to the new UI which I find bland and boring No colour other than the icons and way to much white space It would have been nice for you to test it on users before hand and get some feedback. I much prefer the old interface
Name on reports
HI can you please advise why a Report name has changed from "the given name" to a numerical name when emailing it in PDF format I sent scheduled reports to users and this is now confusing regards Marcia
Add column in Asset groups
Dear Employee, I have made new custom groups under assets, I was wondering I could change the column because I wanted to see the description of the asset but this was not an option. Is it possible to add this feature? It will help me allot better to manage the assets in one view. with kind regards, Jordi van Oosterbosch
Availability to assign group based in to the category, subcategory & item
In the option of the capture the name of category we have (Version 9027) the availability to select the technician or Change Admin, In order to make the assignation to groups/technician for the implementation more fast and easy, the bulk import is the best option including the group assign field... in fact is better choice than create a business rule for each combination of category, ex. I have 4500 combination of the category, subcategory & item (bulk import (no problem)), I need create 1500 business
Added new software report
Hi all, It's possible to have a report that is capable of telling us what software was added today to SD+? Regards
SSO Problem IE 10/11
I cannot get single sign on (SSO) to work with our SDP 9.0 (9023). I have followed the instructions online and in the configuration settings page for SSO. The computer account appears to be working and the configuration I entered in for SSO saved with success. However, every time I go to the SDP site in IE 10/11 or Firefox I get a challenge response (Windows Security) window from the browser. In IE 10/11, if I enter the credential into the Windows Security window, it will pop up two more times. Then
Need to setup a business rule based on request status
I am trying to set up a business rule by which I can email all requestors (under Requests) whose tickets are in a specific status like hold to take action. I want to send this email daily till the ticket comes out of Hold status. Can you help on this?
Report on Assigned to Technician Groups
Hi I would like to report on when a ticket has come into my queue from another queue. ie - The date of when the tickets was assigned to another group. Can anyone help. I would like the logic of this for SQL. Thank you
CI Details screen
Is there a way to change the fields that are displayed on the CI Details screen for assets? We have some fields being shown such as sysUpTime that we don't need.
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',
Sorting by Priority
When sorting by priorty, the requests are sorted by priority...alphabetically, rather than by actual priority. So we end up with this: Rather than: High Medium Normal Low On a similar note, I'm not sure what the priority difference is between "normal" and "medium"; It seems like based on the color differentiation, normal is a lower priority.
Java 7 security error on Internet Explorer screenshot on Description
Hello, A java security error arises with Internet Explorer 9 and Java 7 when a user includes an image in Description field from clipboard. We can set up URL exceptions on Java Security, but not a nice job. There is no problem con Firefox and Chrome. Thanks in advance, Aritz.
hide 'common incidents' and 'popular solutions' boxes in Home view
Hello How can I setup SD+ to hide 'common incidents' and 'popular solutions' boxes in a users home view? Thanks Best regards, Marc
Are there plans to make SDP compatible with newer versions of MySQL?
We would like to move our SDP database to our main MySQL Enterprise server. However, we're currently running v5.5.28. As far as I'm aware, the latest version of MySQL that SDP supports is 5.1.x. Are there plans to support newer versions of MySQL? I just read a post that SQL Server 2014 is supported--why not the latest version of MySQL? Thanks!
Notifications bell
Hello, Is there a way to disable or remove notifications bell from SDP? We prefer web-based notifications for technicians and there is no need to have an additional notification on web page. Thanks.
SDP new computer query
HI Can you do a report that shows the added computers? I have a supply of equipment and would like to control how many computers are added daily.
Outgoing mail TLS
Hi, I'm trying to enable TLS for outgoing mail on port 25. When it's enabled SD plus is unable to send messages. I've verified that TLS is working on our mailserver. In the SDP logs I see the following: [SYSOUT]|[INFO]|[29]|: Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path When our mailserver communicates to SDP it reports: TLS/SSL
Add User Column in the Asset Lists
Dear Awesome Developer and Admin here, I have a question that maybe easy to answer or never answered. In the asset field at the help desk request form, I want a 'User' column exist. It is very important column to help us find asset based on who own those assets. I have a screenshot here, you can see there is no option to add user column. How can I add some columns to this kind of asset view? Thankyou in advance.
Reports don't work
Hello. All reports don't work with latest builds. Please see attached screenshot. I'm install latest build 9023. Nothing changed. SD+ run on Windows Server 2012 R2 + SQL 2012 SP2
Problem with reports and VM duplicate!
Hi, we have recently installed version 9 build 9028 of Servicedesk plus and we found two problems: 1) In the assets, the VMware virtual machine are duplicated; 2) The mail alert containing the Inventory Audit Changes have attached pdf empty. Some of the forum has found solutions to similar problems. Thanks. Paul
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