9412 survey enhancements feedback
We just upgraded to 9412, and I would like to give some feedback on the survey enhancements. For starters--I really like the updated look. Feels nice and clean. However, there are a few issues: On the User-based report at the bottom of Survey Reports, all of the surveys are ordered by Response Date ascending. This means in order to see the most current survey results, we have to click the next button a hundred times, or use the filter on the left. I think it would be best sort these descending instead
Tickets automatically re-opened when sent to alias of primary email address
I am new to Service Desk and have been trying to troubleshoot an ongoing issue that we have been having. Periodically when we try to close a ticket the ticket is automatically re-opened within minutes. I have finally seemed to identify a pattern. It seems that this occurs when someone outside our organization sends the original request to an alias of our primary ticket address. My assumption is that it relates to Service Desk Plus including the alias email address in the close notification.
Active Directory Sync
When a scheduled Sync is set - are you able to select specific Folders in Active Directory to sync and not the whole Tree?
Self Service Portal URL
HI Can't seem to find the default Self Service Portal URL CAn you tell me what the address is?
Delete closed requests older than 12 months
Hi, With GDPR on the table and the general way of how personal data shouldn't be kept for longer than needed I'm curious if there's a good way to delete older requests. I *think* I can do a simple custom view where Request status is 'Closed' and Last Update Time is less than the date a year ago to get all the closed requests that havn't been touched since then. Though I can work with such a solution I'd much rather automate it, cause I have a feeling it's a task that'll get tedious in a hurry. Is
Print Preview Function- How to add ( include) task details?
Hi All, Print Preview function is usefull. But i have some taks in a request, i want to print our request and the same request taks, is it possible? Or there any different method? Report,etc...
Advanced search rexecutes last search everytime you click on it
I have noticed that the advanced search reexecutes the last search that was executed every time you go to use the advanced search. This takes a long time to load the search, would it be possible to clear it some how so every time you use the advanced search it starts with a blank search so it is quick to load? I am currently running SDP 9.4 Build 9409 with MSSQL database.
Delete Table Views in Upgrade to 9.4?
I have been in the process of upgrading a test environment to the latest version, and noticed that things got a little more complicated with the upgrade to 9.4. I have waited for the migrations to complete, but I also found a reference to deleting table views in the database. The only view that exists in our database is the sdp_DateDiff view - is it necessary to delete this one? Or is it more meant for deleting any custom views that admins may have created?
Workstation type
Is there any posibility to specify new type= Server? Because there are already 2 types:desktop and laptop.
Query Report for Requests Received per week for the last 5 weeks
Good day I need to add a widget to our Dashboard that is similar to "Requests Received in the Last 20 Days" but I need it per week for the last 5 weeks and not per day. I have looked, but there is no way I can edit this Widget or any standard report that I can edit to provide this report. I also tried to look at SQL queries, but without success. Is there maybe an SQL query I can use to provide a similar report, but that show the data per week? Database: PGSQL Version: 9.4 Build 9409 Thanks Ryno
Cannot report on "Impact Details" field
I'm not sure whether this is a standard field in ServiceDesk+, but I'm unable to report on a field called "Impact Details" We do not use this field anymore in most of our templates, but some still have this field visible. Before removing it from the templates in question, I wanted to make sure that no one really uses it anymore, but when I went to Reports this field was not visible to report on ("Impact" is, but "Impact Details" is not). It cannot be selected as criteria, and it can't be displayed
Wrong timezone and time
Here is CentOS command promt output after a fresh trial version installation: [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# date Fri Jan 26 18:42:31 EET 2018 [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# ./java -cp time.jar Time TimeZone sun.util.calendar.ZoneInfo[id="Europe/Berlin",offset=3600000,dstSavings=3600000,useDaylight=true,transitions=143,lastRule=java.util.SimpleTimeZone[id=Europe/Berlin,offset=3600000,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]]
Assets with the most incidents
Hi, Is it possible to create a report showing the assets that have the most linked incidents/problems? Thanks
report on running work timer
Hi, I'm trying to create a report that shows us any tickets for a particular technician whose work timer is currently running. Sometimes techs tend to forget to stop the timer. I'm trying to find a field/property that would show me whether or not the timer is running, but had no luck so far. Is it possible at all? Any suggestions would be greatly appreciated. Thanks Martin
[Free ServiceDesk Plus training] : Masterclass webinar series
Hello there, On April 12th we started our free, eight-part training series on the major modules in ServiceDesk Plus. This ServiceDesk Plus Masterclass series was designed to help you make the most of ServiceDesk Plus and implement ITIL best practices to improve your service desk's productivity. We are nearing the end of the series with just two sessions remaining. Unlike previous sessions, where we discussed ServiceDesk Plus' major modules, these sessions are about additional customizations
Business rules/Triggers
Hello, I'm looking at doing some automations within the application that involves changing the status of a ticket. For example, we use the 3rd party status when we need assistance from vendors. I would like to automate a process where the ticket, once it has been in the 3rd party status for a period of time, triggers a notification to the technician and then changes the status of the call. Would this be possible? I was thinking that we could do this within the Incident SLA section but there is not
Closing a dependency
When working with tasks, I found that I couldn't close a lower level task dependency once I completed it. I had to close the parent first, then go back and close the dependent. Shouldn't this be the exact opposite? Shouldn't I have to close the dependents first before I can close the parent? Shouldn't the objective of this function be to create a task list with action items, and close each action item, then close the parent when all actions are taken and completed? Maybe I don't understand the concept
Incorrect Time Zone
Hi, After upgrade to 9207 time is displayed one hour ahead. How to fix it?
change timezone
Hello team. Install ServiceDesk 9.1. How chenge timezone for Moscow UTC +4 till UTC +3. Thenks
Custom Form Grouping or Labels
When creating custom forms using additional fields is there a way to group like sections of the fields together and separate them from other groups? Also would like to add header or sub-header labels within these sections but i do no see a way to just add a label without a text field or other input widget. Thanks.
Managing WAN links in the CMDB
Hi, Does anyone define their different types of WAN links as CI and manage them this way? If so how are you doing it? Cheers
32 bit to 64 bit on the same machine
Hi, I can find a guide on how to upgrade service desk plus to 64 bit, but when you reference the guide it always talks about how to do it on another machine. What process should I follow if I have servicedesk 32 bit installed on a 64 bit machine and just want to upgrade that install on that same server? Thanks
Jira ticket update on a scheduled basis
I have configured the one way Jira integration with SDP, by using the provided standard facilities. However it means if I want to fetch changes in the Jira issue, I need to go to each individual ticket and select the "Updating_JIRA_Information" manually on a regular basis (or when I know Jira issue was updated). Two way integration via Jira itself is troublesome, as Jira cannot query the SDP API properly via Webhooks - it supports only Jira issue ID/name in the URL called and not the SDP ticket ID.
Change workflow : some status are not showing in some stages
i am facing a wierd issue. i am rewriting the configuration of my dev SD+ to the production . when doing the workflow i am facing this ; reject status under approval stage is not showing in my production environment but does show in my dev. they are at the same version and build level. version : 9.4 build : 9409 OS : Linux DB : postgres i also found in my dev environment now one status is missing in emergency workflow status : requested for information so that's make 2 different environement with
SAP database query for specific information
Hi. We are dealing with a customer that is requesting that they need that a customized field must be filled with information that is included in a SAP system. Basically the information refers to numeric ID for products or devices that are included in the SAP database. I wonder if this kind of interaction can be possible using REST API or maybe custom trigger? If so then I wonder if there is some info about the SAP versions that are supported and also how we can obtain some help to do this Regards
Advanced Search not retaining conditions
Advanced Search in Request View is not keeping the AND/OR parameters selected. A number of months ago I created a multi-line search that I used at month-end to ensure we had all pertinent fields populated prior to running monthly reports. This consists of multiple lines connected with the OR condition. After updating to 9409 (we did 4builds at once) the criteria changes to AND for every line. This necessitates changing all AND conditions to OR every time it is run. The conditions are not being kept
Define Category, Sub Category, and item depending on group
Hi Team, Is it possible to assign certain Category, Sub Category, and Item variables depending on which group a ticket is assigned to? Were looking at rolling out SDP to other departments. I understand currently SDP does not support adding multiple queues. And we don't want to have to set up separate instances for different departments. We were thinking of assigning technicians to groups, then creating templates and using field and form rules to assign tickets to the appropriate group. But when configuring
Disable option to create custom request views
Hi Everyone, In my team a lot of the technicians have created custom views for their own request instead of using the one specified for the team. is there a way to disable the option to create custom views so the teams can only use those specified by administrator? Best regards John
REPLY TO REQUESTS FROM MULTIPLE GROUPS FAILING (Service DeskPlus 8.0)
I have two groups on my service desk (IT Support and Facilities Support) The IT support email account is the primary account and was setup in the mail server settings. I aliased an email address for the Facilities Support under the IT support email account. I am able to receive requests for the two groups. I receive notifications and can reply to requests from the IT support group (because the email in the Outgoing tab of the mail server settings is the IT support email) I am unable to receive notifications
Importing content of pick list
Hi, is there a way to automatically import (e.g. via data base) pick list items? Pick list as incident additional fields. Thanks
Incident template with pre-filled worklog
consider the following scenario: (and every IT Service desk person will know what I'm talking about) User calls because account is locked out. 1. Record user's info. 2. Unlock user's account. 3. Verify user has logged in successfully. Now, create incident request via template (in our case we have an Account Locked Out template). In SDP you have 2 choices: Worklog mandatory or Worklog NOT mandatory. Since we chose to have worklog mandatory, we would like the ability to include a prefilled worklog
Tableau connection to PGSQL
We are trying to connect to our PGSQL database with Tableau. Has anyone one done this before?
Create Request by Calls - VoIP
Hi Team, The ServiceDesk Plus MSP application has the function of creating a request for IP telephony calls. It would be great to have the function in SD, other SD competences have the function of creating requests for calls, today companies have VoIP in all their facilities. regards Camila Duarte Security SRL
Hide Close option from list view of Requests
Hi, it's possible in Service Desk Plus (9.4) to hide the "Close" button on Request list view? We would like to mantain the possibility of close the request from full view of a single request, but not from list view. Thank you.
Search for share tickets
How can I research for tickets that have been share with me
Request Closing Rules do not affect Service Catalog items
Under our Request Closing Rules, we have the fields Impact, Request Type and Priority selected. These are also mandatory fields when creating requests. This all works fine, however I've noticed that requests raised via the Service Catalog can be closed without completing these. I assumed that Request Closing Rules controlled this, but it doesn't. Is there another area that controls this for Service Catalog items?
ServiceDesk Plus 9411 Released
Dear Users, SDP 9411 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9411 SD-71715 : When multiple users access Incident templates or service catalog and its templates at the same time, application fails to create corresponding cache for these operation. This in-turn causes crash issue. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
create change from service request including resource value
Hello Community, i Created some service request template with resource form. when i tested if i was able to create a change from service request with this template , i ran into this issue : No value of the resource section (seem to be named Asset Details when runnning the form) were copied to the change request. how can i add these value's from resources into my change request ? Regards, Martin
SDP service down
We are using SDP 8.1.0 Build 8107 , we have recently migrated from windows 2003 32 bit to windows server 2008 Sp1 32bit server. on windows 2008 standard SP1 32 bit hdms service down frequently some time once in a day, or twice in a day. Please guide what to do
SDP service down frequently
We are using SDP 8.1.0 Build 8107 , we have recently migrated from windows 2003 32 bit to windows server 2008 Sp1 32bit server. on windows 2008 standard SP1 32 bit hdms service down frequently some time once in a day, or twice in a day. Please guide what to do
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