[SOLVED] Requesters no longer able to view custom request templates
Hello, I have an issue where I have custom incident templates which used to be accessible to requesters, however they can now only view the default template. Technicians can still see all the custom templates. I don't think I have changed any of the settings, so I am unsure why they can no longer see the custom templates. Technician view: Requester view: Does anyone have an idea? Thanks in advance
SDP using Azure SQL Managed Instance?
Has anybody tried using ServiceDesk Plus on-prem with a MSSQL DB in Azure? We need to replace our aging SQL servers and we've considering moving them into Azure SQL (with an ExpressRoute of course)
Shared Request Custom Email Notifications
Hello, We would like to know if it is possible to have Shared Technicians/Support Groups on a request receive email notifications containing any new appended replies to the conversation? I want to have the request's conversation thread viewable in the
Bug in OLA definition for multiple site with diffrent support group
Hello We have defined several sites in the SDP (London, New york, Paris). Each site has several separate support groups. Now we want to define SLA for each site and also OLA for different site's support groups. We found out that when we open the SLA settings
Problem to Upgrade ServiceDesk to 14
Hi, we have atm the version 13.007 when i update to 13.0012 there is no Problem but when i make the Upgrade to any Version of 14 the Service dont start can some one help me? Which looks you need?
[SDF-63933] Change View filters to include roles
At the moment we can only filter change views on the following roles: - Change Manager - Change Owner - Change Requester We have some additional roles that we would like to filter by so that team leads can see all changes their team are due to implement
Custom Audit report
Can you give me a query to deliver a report for audit changes specific for hardware removal and change of componant with date/time/user/location
Report Workstation Monitor Serial Number & Type
Hello, I wonder if someone can help? I can see from the Hardware Tab on the the Workstation asset record you can view the serial number and type of monitor connected to that particular workstation. Therefore, is it possible to run a report which pulls up the serial number and type of monitors connected to all workstations? And if so how? Thank you in advance. Paul
How to assign multiple asset name (in diffrent type) to one user in one moment
Hi, I assigned monitor (MO-2120) and workstation (PC-0050) and printer (PR-451) to one requester (ex: John Doe). Now I want to change asset ownership PC and Monitor to another requester (Jack Mark) in one moment with one click. Whats should I do? SDP
Customise recipients in New Notification for Requests
Hi, Is it possible to add custom recipients instead of a set list for a reply template / notification as below: So instead of picking a specific person, we can use the fields such as "$userName" and "$userEmail"? Thanks! Mike
Software Asset
By mistake I assigned, to a software, the CI type. By assigning it the software is listed in the CMDB . I would like to remove it, removing the CI type from the Software, how can I do it ?
Reply to initial request
When replying to an initial request, the original request is not included at the bottom of the reply. When replying to additional replies the last conversation is appended to the bottom of the reply. This behavior is present in 14101.
Bug: Cannot view ESM sections Users, Security Settings, etc
This is a bug report. Affected versions: Version: 14.1 Build 14102 Since: 12.* (We became customers at this verison, we assumed you would fix this) Description: The sections "Sites", "Privacy Settings", "Users" and "Secrutiy Settings" cannot be opened
EmailSignature at a resolution ticket
Hi, Is there are a problem with the signature variable in the notification rule for "E-mail user when a request is resolved"? When a requester submits a ticket and has signature and the technician then resolves it, in the end of the mail shows the technician
Unable to login via mobile site or Android App
We have SDP installed, we can login without issue from the desktop site, but we get "incorrect password" when trying to login from the mobile site. This is true from our phones as well as a desktop browser. http://helpdesk/ = working without issue http://helpdesk/mc/ = unable to login What could be the cause and fix for this issue?
How to integrate Service DeskPlus with ServiceNow
Hi, We're planning to integrate Service DeskPlus with ServiceNow. Request you to provide the process steps/API for the integration.
Close request
Hi teams, We have the last build 14.1 Construir 14103. When we update to the latest version, the notification email to the applicant for case closure fails, and does not allow them to close it.
Can you make child tickets update the parent
When a linked (child) ticket is updated, can you make it so that the note is also added to the parent?
Set Request Table view for requesters by admin
Hi, New Idea, Set Request Table view custom Columns for requesters by admin
Set Image to Sites
Set Image to Sites, it's very useful for separating Sites
How to - migrate to another server, can you install the latest version
I have a question, If I have installed servicedesk plus version 11, it connects to a SQL database and I want to migrate to another server, can you install the latest version of service desk and then connect to a copy of the SQL database so you don't have
Build 14104 - When assigning a unassigned ticket that has no categories the assign box does not close
Build 14104 - When selecting "Assigned To" and assigning a unassigned ticket that has no categories the assign box does not close. This is from the main view of a ticket, if you hit the drop down for "Assigned To" and enter a techncian, then the categories
How Get User Additional fields value on script of Field and Form Rules?
How Get User Additional fields value on script of Field and Form Rules?
report to get all technician and assigned roles in sdp?
Hello, I need a report to get all techniciat and the with Login name, created date and the assigned roles to each technician in the list. Please assist me with the query. I'm using PGSQL. Thanks.
SQL Query - Technician List
Hello. Could someone please provide a simple SQL query to get a list of all active Technicians in SDP? The methods I used to use have apparently become obsolete as table structures have changed with various SDP releases. (For instance, at one point,
Upgrade to 12000: skip forced backup
Hello, looks like -DSkipForcedBackUp_11200=true doesn't work anymore. What is the new option to skip forced backup when upgrading to 12000 ?
CUSTOM QUERY
Please i need a query that shows the list of users with Admin rights on the service desk plus version 14000. I'm using a msql database Thanks
Show white page after restart ServiceDesk Server
Hi All, I am a new user for ServiceDesk Plus and I tried to update the security setting for the website. After I update disable HTTP, disable domain dropdown, and set Content-Security-Policy to "script-src 'self'". After restarting the server, the webpage
ITSM portal is very slow and its not responding
HI Team SDP portal not responding , its response (5 to 6min ) and too slow
[SDF-88580] OCR (Optical Character Recognition) integration in SDP
We use SDP to manage inbound customer orders, most of which are sent over via PDF or other scanned images. We update values in the request based off of the data in these documents. Has anyone integrated an OCR application with SDP to automatically update the request with these values? I suppose i could write an application using an existing OCR library and have a script update using the API.
Display notifications via the Windows Desktop Alert
Display notifications and all changes requests via the "Windows Desktop Alert" All technicians and especially the "Requesters" are unaware of the latest happenings Showing Alert's message helps them stay informed Like this:
Bulk fields!
Hi, All, ServiceDeskPlus like any other ITSM software, has limitations in field definition.. What solution do you have for organizations that have a large number of forms where each form has dozens of fields?
[SDF-63135] Add new exception to automatically assign
New idea: In the section "Automatically assign to technicians" Adding a "technician group" exception can be very useful
task notifications
Hi, How can I set the task notification rules, because there is no option to set them in the notification rules. I made some tests and I noticed that when a task is created or closed, the assignee is notified. Is it possible to notify the technician and the change requester when a task is created or closed? I need these because there is no track of the tasks, in the history doesn't appear anything about tasks (when are created or closed). Thank you.
Auto Assign to Technician on Reply
Currently when a Request/Problem is submitted, an email is sent to all technicians. I would like the system to assign it to the Technician that replies to the email regardless of how they replay (e.g. Portal, email, etc).
[SDF-71685,SDF-55251] feature for send SMS to users for Announcements
hi friends, We need a feature to send SMS for any announcement with certain criteria Can we hope that it will happen in close future?
API performance porblem
Is there some one that has some info about performance issue regadring REST API for SD Plus. 1. Is there a limit for numbers of updates during a time period for the same user? 2. Can the REST API handle multiple parallel updates from different users?
[SD-107820] Matrix report bug on SDP 14103
Hello. We have noticed a bug in SDP 14103 with custom matrix report used to export latest quarter time spent by technician grouped by year/month. SDP extract correctly the data but the visualization is wrong, SDP seems show the report grouped by year/month/day:
[SD-84410] Duplicate Software Manufacturer
Hi When software is scanned there are companies who seem to use different names so show up separately for the same software so when creating a software suite it is causing issues as we can't add both manufacturors to the one suite. Is there a way to manage this?
[SD-106267] Approval: Unable to open attachments
We've been having an ongoing issue with users being unable to open attachments when trying to approve a request. Users will click the link from the approval request email and try to download attachments. It's been happening before and after the recent
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