E-mail IDs to Notify field not functioning
Our company is utilizing 2 environments of ServiceDesk. One of the environments will not push mail to the “E-mail IDs to notify”. I have updated this environment to the latest version and still it will not send notification to the E-mail IDs I choose. The environment will send and receive mail otherwise. It is just the “E-mail IDs to notify” field that does nothing. I get no error messages in the System log viewer and no pop up error messages. The server has been restarted a few times and I had the
Customer with many email-addresses
Hello for the last two weeks I have been struggling to make ME SD+ to register multiply email addresses on a user. today I do this by adding extra columns on the user field and writing the emails that our costumers can use when contacting us. The problem is that ME SD+ don't recognize this when incoming email is sent for this extra mail-addresses and this creates a new requester. I need a function that can handle this because is getting more occurrence that costumers have many email bases on what
Reporting on Projects & Project Comments
Hi All, We need a simple report listing all OPEN projects and the MOST RECENT comment added to each project e.g. project id, project title, project owner, comment, comment date /Mar
Assign permissions to a requester to generate unique Request ids, or rewrite a request id
Is there a way in Service Desk Pro to give specific requestors permission to create a Request id in the subject field of a request email, or to have the system, through business rules or some other feature, automatically rewrite a Request id to what we want? Thanks for your help.
Unable to Delete Closed Purchase Order
This is the error I receive: FAILURE : Purchase Order is being used by a module. Hence cannot delete it. I even restarted the ServiceDesk Server and the Win2000 Server itself. Anyone have any idea's on how to delete the PO I don't need? Mid-Michnet Support Team
Long created the application
When creating the application from the user or administrator creates long application . Press the " Add Application" , the system thinks for about 10-15 seconds and add the application . How to increase the speed of the system . Server characteristics : Processor - 2 CPU 2 core 2 GHz. 8 GB of RAM . OS Windows 2008 server R2.
Users who bypass the service catalogue - best practice for dealing with this
Hi We have our service catalogue set up and each service assigned an SLA. The problem I am seeing is many users instead, just email our help desk which then generates a ticket. We cannot associate the SLA from the service catalogue. So the only option I see is to generate a duplicate set of SLA's which becomes very time consuming. I am curious as to what others are doing and what the best practices are around this? Wayne
Updating ServiceDesk Plus very slow
We are currently using SDP 9023 and updating to 9027. We've had this issue for a while now, and am now finally deciding to post on the forums about it. Whenever we update SDP, the update process takes FOREVER--as in 15-20 minutes. We're running SDP as a virtual machine on Hyper-V, Server 2008 R2, 4 GB RAM, and 2 virtual CPUs. We have a few other non-critical applications running other virtual machines on the same machine so the Hyper-V server itself is not under any real load. I'm just curious why
Query to update requesters
Hi I need a query so that I can do a bulk update of requester on requests/incidents. should be able to do the following. lets say i have user a and user b. if user a resign, I would like to change the requester on the open calls to user b, so that user b can follow up and manage calls from there. Thanks Lennie
Managers being able to view employee's requests
Currently, the ServiceDesk Plus allows us to set what requestors can view by the following: Tickets submitted by user Tickets submitted by Department Tickets submitted by Site Is there a way to allow a manager to view only tickets submitted by their direct reports? And is there a way to allow a Director over 2 departments to view all tickets submitted by his staff(s) but not see all tickets submitted by the site?
Meaningful Metrics - pulling useful data from SDP for reporting
Morning all, We’ve been using Service Desk Plus (V9 B 9010) for six months. I’m interested in leveraging the data we have accumulated and using that information to improve our services to the business, even though at present we do not use SLA’s. I’m interested to know how people on this forum do so using SDP. For example – I would like to know what our first time call resolution is. When looking to see how I could do so I spotted very quickly I couldn't run or create a report easily. I even found
How to disable specified notification
Hi, I'm wondering is there any method to disable notifications to specified requester? I've got automated e-mails from device and I don't want to SDP send e-mails back to them. Best regards -- PDA
Doubts about Field Reporting to: in SDP9001
Hi all, I have a doubts about the use of field :"Reporting to:" (is working in SDP9001?) where i can check this field? how can i do for charge it? Exist any form to syncronize User´s Manager configured in Active Directory with this field? Related SDF are: SDF-54879 : Feature to set "ReportingTo" or "Manager" field of users through CSV import based on "Reporting To Email" has been implemented. SDF-55103 : "Reporting To" or "Manager" field can be imported through scheduled CSV import has been implemented.
Technician account disappeared
Hello there, SDP Version : 9.0 Build 9027 I was changing technician passwords and business rules in SDP and noticed that my recent changes have disappeared. Upon further investigation, I discovered that the two technician account have disappeared from Admin--> Users--> Technicians page. However, I am still able to login using the disappeared technician accounts. How do I restore these disappeared accounts ?
Service Catalogue templates disappear from Admin view
Is there any way we can see "all the templates"? This is strange because we already have version 9 and the last month we had no problem, suddenly we stopped seeing them, even with the admin user. Thanx
Handling multiple inbound email accounts
We will have a multiple help desk email accounts. Since Exchange 2010 no longer retains the alias in the To: field, I have to come up with a different solution. Can SDP fetch from multiple email accounts? If not, I know I can create a mail enabled contact and setup a Transport Rule in Exchange to prepend a string to the email subject, then use a business rule to classify the ticket. Is there a way to then modify the ticket subject to remove that string?
Migration from postgres SQL to MSSQL - duplicate in softwaremanufacturer table
We want to migrate our servicedesk plus database from postgres SQL to MSSQL. The existing server is still a WinXP machine, with servicedesk plus on the latest version (build 9026). We have also set up a new server (Win2008R2) with the same version (build 9026), and the DB configured on MSSQL. While restoring the backup of the database of the old WinXP server into the new server on MSSQL, we encounter the following error: Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
Where do you define the unpicked time for a request
Scenario, New request comes in. Assigned to a group. Have the "Alert Group members by e-mail when a request is left unpicked in a group" turned on. ?? What is the time set to determine when an email should be sent? How do you check/change the elapsed time? We are looking for ways to notify our techs when a request has gone unpicked for >15 minutes. Business Rules do not accomplish this since they are only active on receipt and state no elapsed time. Anyone... Thanks, Cheryl
Notification question
Hello, We do not wish for notifications to be sent to the entire Support Group when a ticket is created from the Web View, and assigned directly to a specific technician. In that instance, the email notification should only go to that tech, and not spam the rest of the group. Is this possible? Thanks, Mitch
task 02
Hi We configured the default request a task automatically. If the ticket is created by e-mail, the task is not created automatically. Why? Thanks & Regards Antonella
Unable to set Approver for a Service Request
I noticed all Dept. Heads have a check mark as Service Request approver and greyed out. For certain issues(SR). I need to set one of the dept head to be a second stage approver. And since they do not appear on the drop down list of service approver menu, iam helpless. Stage 1 is set for Reporting to Manager Stage 2 needs to be a particular person who happens to be Dept. Head.
Remove questions from the list
Is there any way to delete questions from the list of existing questions?
AD Migration Technician Reverting
We are in the process of kicking off an AD migration from several domains in two separate forests down to one domain. As a test I have been migrated as a technician. We are leaving the source domain accounts but they are set to disabled. What is happening is after I set myself in ServiceDesk Plus to the new domain after the nightly scan it is reverting back to the old domain. Is there a way to exclude a particular username from being picked up or to exclude an OU in a specific domain from being
Search Asset by IP/Change status
Hi I am looking for a way to search assets by IP address and then to change their status from "In store" to "In Use" in bulk. I am sure I recall an IP address field in the columns option but it is no longer available. Gary
How to remove a Question from a Questions List
I've added a question in a resource (in a service) Is it possible to remove questions from this list?
Business Rules
Hello We have several Business Rules enabled to notify technicians of urgent ticket creation. Notification is enabled and e-mail template is created as well. But, the e-mail template completely ignores and instead another text is placed. I tried to locate the source of this text but I cannot find anything. Any help would be appreciated. This my email template for business rule This is the email tech receives
E Mail ID to notify field available on Change request form
Hi Would like to request that the "E Mail ID to notify" field is made available on the change request form. We have to notify other business unit owners if a change is submitted/planned/approved/implemented/reviewed and closed. It is a pure notification as a business unit owner may not be the line manager or change approver. I would also like to ask that feature request SDF-36747 "Autocomplete of E Mail ID's to notify"is applied here as well. Thanks
ServiceDesk Plus
Hello, I just downloaded ServiceDesk Plus and acquired the free license. I have previously used a paid ServiceDesk Plus where I used to work, a few years back. I have the following Questions: Do copyright or license right permit alterations the code of the application? My current company is looking for a "helpdesk" tool which can integrate Navision in a way, so that our technicians can register their time directly in to Navision. What language is ServiceDesk Plus programmed in? :) Today we use Navision
One server: SDP + OpManager
Hi all! I have one server (Windows 2012 R2) and I want install SDP (Free version) and OpManager (free version) in this server - it's supported configurations ?? http://odarchuk.com
External Emails
Good morning. We would like to setup ServiceDesk so that it does not send notifications to external users. We were able to do this with a previous build but I can't seem to get it setup again. Spam filtering does not work because we still want their ticket logged. Also, when a new ticket is opened up from an external user, we are not able to add new emails to the ticket by including the number in the subject, it still createds a new ticket. Does anyone have any suggestions? Thanks!
Searching - which fields are searchable/indexed?
Are all fields, including custom fields indexed and searchable? Resolution? Notes? I am often searching for user/names or similar information, but are unable to find the relevant requests Servicedesk 8.2.0
SD Plus. Passthrough autentication
Hello colleagues! I want enable passthgourh authentication (PA) on my new SD Plus. Yes, I already check your manuals for this feauture... I have windows server 2008 R2 in domain and installed SD+ on this server. For enable PA I used your script [SetComputerPass] and got good result. But when I logging on server I got error "The trus relationship between this workstation and primary domain failed", which is not surprising, because I reseted computer password. PA doesn't worked. Could you tell me about
Service Catalog
I am trying to Create templates for out organization and to incorporate and Approver workflow. I wanted to know if this can be created using one template and associating a Group ID of $Dept Head$ instead of individuals and associated that dept head with the individual of that department without having to create a separate template for each department? I am working on a template work flow for new hires and department transfers so that the proper people are notified for approval and the proper access
IE vs Chrome for links
Is there a way of making the links I create defaulting to IE as they do not work in Chrome
Sending request detail as an email
My company uses SD+ for our ticketing system. We've engaged a 3rd party support group to help us with our workload but they use a different ticketing system. We'd like to forward requests from SD+ to their system as an email, but we can't figure out a way to include the Conversations and Notes in the message. Before I try to design something that grabs stuff from the database, is this a feature I'm overlooking?
Service desk plus is not picking mails
Greetings, Server is up, Service desk plus is not picking mails and not converting to Tickets. Emergency Help is required. Regards, Sathya
play wav file in servicedesk
Hi All, I'm new to my company and to service desk, but one thing I notice is they are constantly downloading these msg0001.wav files from the phone voicemail server, to listen to a voicemail that comes in to service desk. I've googled for a wav player extension for chrome, but the pickings arent very good. Does anyone have a solution to this problem? Can the servicedesk page be modified to include an html5 web player thing? Thanks for any ideas you could share. Tim
Change a category to a subcategory
My colleague created a new category on the top level and already created requests with this new category. Is there an easy way to move the categroy below another existing category or do we have to change all of them manually?
Task 01
Hi Can you tell me a way to create tasks automatically when you open a ticket by e-mail ? Thaks & Regards Antonella
CC'd user can't access request
We are finding that when a user submits a request, and they cc someone else into the email to create the request, that the cc'd user doesn't have access to the request when they try following the link in the email they receive. How can we fix this?
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