Email replies do not re-open a closed ticket anymore
We recently upgraded to 5.5.0 and love most of the changes and new features. However, one thing that I have noticed is when a user sends an email reply to a ticket that we have closed, it no longer re-opens the ticket. Is there a way to change this? There have been times when we thought that we had completed a ticket, and closed it, but the requester sends in additional info and we would like the ticket to automatically re-open. Now we have to search through old tickets & manually reopen it. The
disable automatic re-opening a ticket by requestor
When we change the status of a request from "open" to "resolved", our users receive a notification. When they reply to this notification, the request is automatically reverted to "open" status. Most of the time, our users only reply with "thank you" or anything like that. Is there a way this reply can be added to the request but the "resolved" state is kept? As far as I know, the setting is only about a "closed" request under the "General/Self-Service Portal Settings" list. We currently use SD+ build
reopening closed tickets
hello all, am wondering if there is anyway to reopen the ticket automatically. for example, lets say that i closed the ticket, and after couple of days the requester noticed that there is something wrong with the resolution, can he do somthing to reopen the same ticket !? i hope its clear. thank you. ahmad
Stopping Closed tickets from being reopened
Hello I want to stop any closed call from being reopened. I have set some Field and Form rules that partially stop it but we can still change the status within the Resolution tab. "Update request status to" has the option there to change it and I cannot see a way to hide it when status is closed. Thanks
Multiple new employee onboarding
Hello, We currently have a template with resources and tasks for new employee onboarding and offboarding. The template also includes and approval process. This works great when there is one person being hired! We are starting to hire in groups of 30 or 40 users and this process would quite cumbersome. Does anyone know of a better solution?
Problem while creating new custom function
Hi, when I want to create a new custom function or view existing ones, SDP cannot show anything and It gets stuck in the loading part. here is some screen shots in attachments. My SDP version : 12007 My DB: SQL Server
Report - Actual time spent from OPENED Requests on report
Hello. I am needing to be able to generate a report that brings me a list of all the requests where the Actual Spent Time value is greater than 8hs. I have a monthly indicator on requests with more than 16 hours of work and I need to be able to have a
Auto-Assignment Update
We'd very much appreciate it if the Technician Auto Assignment were updated to be more flexible. It'd be terrific if we could have multiple autoassignment "rules", based upon criteria such as the day of the week or the time of the day. From there, being
Adding a New User to ServiceDesk.
Hello, we have an issue adding a new user to SD. We usually use LDAP to import new users, but for this one user, we had a FAILURE importing. We've added users before and after this user, successfully. For this user, we had to manually add him. But, when
Nombre del solicitante en respuesta/reenvío
Cuando se responde al solicitante no devuelve los nombres del solicitante. Solo podemos ver las cuentas de correo electrónico en lugar del nombre del solicitante. El problema lo tenemos únicamente al responder o reenviar un ticket. Es posible vincular
Change field value based on Service ticket status.
I want to automatically change an additional field value once a Service ticket Status changes to Closed. I can do this with an Incident but not a Service. The Status field is a selectable option for Incidents, but not for Services. I cannot bulk modify
Problem with login
Sometimes this problem happen. You need to clean cookies and data in browser and it problem go away (sd don't let you in without this operations if this text on page). It is in all browsers: opera, google, edge, firefox, ie, yandex. What we can do with
AD Import and scan schedule not working
Good day. Recently noticed that AD import and at least scan schedule stoped working. Delta and Full import both. If I disable schedule and enable the date of next run changes but nothing happens. Next schedule happens only if I disable, enable, go to
Problem with migration from Pro to Standard
Hello, We used the Professional version of ServiceDesk Plus. Now our license ran out of date. Since we use the system as an IT help desk only, we decided to try the Standard edition as it fits our needs. We have installed a new instance of Standard edition
Weird menu items at top
I have been going through the process of updating an old installation to the latest version. when I reached I believe version 12 I am seeing menus that look to be not loading correctly. I have this running on an ubuntu Linux box connected to a MS SQL
Import Country as Sites instead of Office in AD
Hi, Under Import User(s) from Active Directory, the sites imports from the Office field in AD object. How can I change it to import Country of user to become sites. We have lots of Office globally but we want to make sure the Sites is configured per country. Thanks
return to main requetsts page after changing status to close
Hey After moving to a request as seen in the image, i would like to change status to 'close' and then automatically move to the main requests page (the previous page). is there any way to automate this ?
Asset Scan Failed after Upgrade to 11301
Hi I have a problem after installed servicedesk plus Last service pack I upgraded servicedesk pluase to 11301 And also installed desktop central last hotfix(10.1.2121.4) But now i can't scan workstation through servicedesk plus Error is:FAILED : Scan
LifeCycles: Add drop down or multi select for group field inputs in Request Life Cycle rules
When editing request life cycles, making rules that rely on group names could be improved if the field allowed you to select from a list of pre-existing support groups instead of requiring you to input text. I assume that if the group name is ever edited,
Masterclass 2022 - Season 2- Episode 2: Configure no-code and low-code automation across all major ITSM practices (September 29)
Hi there, The second episode of this season's Masterclass series 2022 is on its way! In this session, understand how to build an efficient ITSM machine by building no-code workflows that automate different ITSM practices like incident management, service
"Software" appearing / setting up to pick in requests: BIG issue for us
We support IT Clinical systems (AKA software) yet cannot log calls against the software in question. I would like to ask that this be developed so it can be utilised similarly to how (hardware) assets currently works. For us - our Software is NOT workstation
Pass-through authentication in the portal
Good afternoon. Is there an option for end-to-end authentication for users who log into the Self-Service Portal? What would you not have to enter the login password, but already substituted from under Windwos? (SSO)
Knowledge Base
Hello, I'm wondering how to set up a knowledge base in Service Desk Plus. The integrated solutions are very poor with functions and I wouldn’t call it a KB. Does somebody have experience integrating a "really" KB in SDP? Or maybe a recommendation
Webhook technician details
I want to send a notification to Rocket.Chat user when a ticket is updated/responded. I created a webhook with the content below. { "alias": "Helpdesk", "channel": "@username", "avatar": "http://192.168.2.16/img/logo_sdpplus.png", "text": "Nova
[SOLVED] Dynamic request approval using FAFR and custom triggers
Hi Support Team, I encounter some issue during setting up by referring to this article How to implement dynamic request approval using FAFR and custom triggers. (manageengine.com). Attach the error code for reference.
Auto Assign User to Site / Deparment
Our environment has thousands of users, from many domains. As such, having a directory sync is impossible (unless they allow us to provision from OneLogin, which is our source of truth) Because we get many email tickets from users not yet associated
Export a template to an excel spreadsheet
Hello Support, Is there away to export a Incident template or Change management template to an excel spreadsheet?
Vendor - Additional Fields?
Nowadays is quite common to have online account with vendor who offers purchases though their e-commerce site so we have to keep details about it. There usually couple of phones that you need to know (account manager direct, 800, technical support). I don't think anybody cares about fax numbers anymore at least not IT guys. In short, how can I add more fields to Vendor?
How to create a request in another instance from another request.
Case: If I have a request in one SDP instance, and by one of these two actions (approving the request or closing the request), a new request is created in another SDP instance. What steps would I have to take to perform this action?
How to create a request, from another request in another instance when approving or closing the request.
Case: If I have a request in one SDP instance, and by one of these two actions (approving the request or closing the request), a new request is created in another SDP instance. What steps would I have to take to perform this action?
In Asset Explorer, when importing a CSV file I get this message: The value indicated for the “chooseCSV” parameter is not valid
En Asset Explorer, al importar un archivo CSV recibo este mensaje: El valor indicado para el parámetro "chooseCSV" no es válido
Create tasks as requests
Hi My client has a New User service request, via the Service Catalogue, and there are multiple tasks associated. Some of these tasks are important enough that we would like to have them raised as associated requests. Is this possible, and if so, how?
After License expiry Service Desk Plus is not starting
I have installed the SDP 7.0 trial version and license expired on 2nd October. I requested for extension of license to evaluate and present the SDP to our management. I got xml file containing licenses information by email. But the problem is that I can not launch service desk application to apply new license as application is not starting. Is there any other way of applying license such as through command line. Regards
Calculate the sum of the numbers entered in a custom field
Hi, Calculate the sum of the numbers entered in a custom field We have a form that contains a numeric custom field. After completing this field, we want to create a report that calculates the sum of the numbers entered in a custom field and displays the
How to - Get strings on Request Description and set it on an filed
Hi, How to - Get strings on Request Description and set it on an filed?
Survey link table
Hi, I want to send survey link by SMS to requester. I want to get survey link and send in SMS content. I want to write a custom trigger that when request resolved by technician, run send SMS script. What should I do? Where is table that keep survey link?
Worklog Type : When will it be synchronized to ZOHO Analytics?
Hello - We have a huge dependency on Worklog Type at our Organization and it would be a huge help if this field was synchronized down to ZOHO Analytics. Can you please let me know if this is on a roadmap? Thank you.
Help with SQL query for tickets over 1 year since they were last active
I have a script to auto close tickets, but I don't want to have to keep updating the SQL query with the date. Using the custom report builder, I have: Display Columns - Request ID Request Status - is not 'Closed', AND Created Time - less or equal '2021-08-31',
Problem with schedule asset import from remote server
Hello to everyone , I am facing a problem after upgrading the central server to 6977 build . The problem is that the automated schedule scan is not working. The zip file transferred to the the remotedata folder , the import starts but never be completed
Problem with scripts used in Auto Close Custom Script
I am working on implementing a Custom Schedule based on the following article: How to automatically close requests that are in a specific status. (manageengine.com) I ran into several issues when using the AutoClose_v3.py script. I'm currently running
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