Notification of email received
Hi, I am trying to configure SDP to notify (via email) the technician working on an incident whenever an email is received relating to the incident. I've looked at custom triggers but I can't see how to set a trigger condition of 'email received' to fire off an alert email. Any suggestions? Cheers
Hi Peeps
I recently set up new service desk 9.4 Build 9402. How do i go about importing old requests (SQL) from the old service desk into the new one that i recently set up. Am desperate.
Database empty when new installed MySql WorkBench 8.0
Dear Everyone, I have a problem with my ServicesDesk Plus, I store database in MSSQL server 2008R2 and install new MySQL Workbench 8.0 when access againt all the database was empty. Please help me fix this problem many thanks.
Report column formatting
Is it possible to correct the format of reports to not justify the 'Organization Details' information to the far right. If we shorten the details the column is still justified and skews the print out and excel book:
Custom script
hi help me I want to run a script that changes the site and the author of the ticket. Run it will be the trigger.
how to add multiple emaills in Managine service
Dear sir/Madam, Please we need your help in Manage engine service plus when the requester send email through outlook they do not get the Request ID and Assigned Technicians. And also can we attach more than one email in Manage Engine service? How can we configure? Regards, Abreham
NTLM Failed Redirecting To Login Page...
when trying to close a request I get "NTLM Failed Redirecting To Login Page..." error and then an error saying that an error has been produced and that data provided is not valid ( null ). i was using SSO but i have disabled it.
Create html custom Action Menu for on hold request
Hi All, Just wondering, anyone create custom action menu for change request status to Onhold. I wanted in html that display reason for hold, schedule date to open, Category, sub category. Thanks in advance. Nik
Unable to add screenshots and attachments to request
Hello, Recently we had to move our database over to a new hard drive on the DB server. Since then the users haven't been able to add screenshots to Description/Note fields or attachments to a call. Is there a config file somewhere that needs to be redirected to the new DB location? Many thanks, Lisa SQL DB
Remove option with field and form rules
Hi, I'm trying to hide a specific support group for all requesters and technicians except for a few that has a certain role assigned to them by using field and form rules. I want this script to execute when the form loads: $CS.removeOptions("GROUP",["TJÄNST - Klient (Deployment) - IT"]); But it doesn't work on form load, it only works if i set it up on a field change. What am i doing wrong? Regards, Alexander Nordin
License Agreements/Contracts
Now that many vendors are going to monthly Subscriptions. How do we add this type of agreement/contract in SD+
Change default text on change form
Hi, We are currently rolling out change management to the IT Team, one of our technicians has requested we change the default text on the change forms to describe the type of information required in that section. An example of this is on the planning form, it currently says: Impact: No description found. Rollout Plan: No description found. Backout Plan: No description found. It would be great if we could change this text to explain what information these sections require: Example: Impact: Please
select change template when create change from service request
Hello, is there a way to select the change template when a change is created from service request ? some of my change request has rules for specific kind of change ex : developpment request, emergency change request, database management request...
Projects Filter: Sorting options
Is it possible to sort or have an enhancement to allow the sorting of project views -- right now there doesn't appear to a reasoning behind how views are sorted:
Custom Reports - how to delete
I'm new to ServiceDesk Plus. I've created some custom reports, but there are a couple I want to delete. In the reports folder, there is no option to delete a report, so what is the process for accomplishing this?
Cannot save mail server nsettings.
Hi there How do i fix the error below. FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Thanks in advance
Clients and templates
Dear. I have a problem with the permissions to see the templates with the clients.
I need to know if there is a possibility that some clients can see only some templates and other clients can see other different templates
Example: I as an administrator can see the 6 templates that I created.
group 1 should see only the templates No. 1, 2 and 3
group 2 should see only templates No. 4, 5 and 6
I apologize for my English. I'm using google translator
Disable Comment for status change window in Change Management tickets
Is there a way to disable the required Comment for status change that pops up whenever updating the stage in a Change ticket?
I cannot fetch emails from exchange mailbox
I cannot fetch emails from exchange mailbox. I get this error below FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Am using Excghange 2013 SQL 2014 My Service desk is version 9.4 Build 9402
Login page shows administrator default credentials everytime
Every time the login page shows administrator login details, even after clicking do don’t show it displays after refresh.
In Progress status behaviour
This is a two part question about how in progress ticket status behave when the user responds. 1. We have several ticket status types (ex: WIP) that stop the timer and are considered 'in progress'. These are used to manage a ticket through its lifecycle (ex: Open -> WIP -> Pending Vendor -> Closed) without negatively impacting a SLA target. When an user responds back to a ticket in this type of state - is the expected behaviour to have it switch the status back to OPEN? If so, is it possible to override
Project Report with Associated Tasks
I need to be able to create a report for Projects - which should include all tasks/milestones, any work that was done within that task, dates created/assigned, Due Dates, Length of time opened, % Complete, Date Completed, Project Name, Assignees, etc. In other words, an all inclusive report on Projects. Is this something you can help me with? We will use Projects heavily in our company.
Send notification when priority of ticket has been changed
Hi is there switch that enable notification for technician when assigned priority ( or specific field) has been changed but not necessary to be a specific one. Like low to high or high to urgent, or even urgent to low? Business rule section seems to be not flexible enough for condition part. Thanks, . .
managing Site and User Name when creating a new Ticket via Custom Function
Hi, is there a way to create a Custom Function that reset content of User name text field (Requester) when the item of Site is changed during the creation of a new ticket? Or to keep Site field always not editable? Cause I have a strict relationship between User and Site and I don't want to allow Site changing once the User is defined in is own field Thanks
How are Assets Fields Organized?
I'm noticing some differences between what the asset is designed to look like, and once it actually looks like when adding the asset. For example, in the CMDB - Configuration Item Type (See attached image: CMDB - Configuration Item Type.png), I have organized the fields as I would want them to display when creating a new asset. However, when I view the CMDB, I click my item (In this case, Site) and select new, what displays here is not the same as what displays in the CMDB Configuration Item Type
Restrict Technician to Resolve incident opened by Him
Dears , How i can Restrict a Technician to resolve a case opened by him ? Ex : i am a technician & i opened a case for Group XXX , I need to make restriction not allow me to resolve the incident . thank you
Copy Change - Retains approval status
Hi When a change is copied, if it is an approved change the copied change also takes with it the status of approved. How do I prevent this from occurring as circumvents the approval process. Regards Mike
Technician Name as tech firstname and tech lastname variables
This request goes back a long time, but it continues to slow us down. We use standardized templates for replies to requests, and we have to manually go in and delete the last name. The reality is, we want to reply informally with "Sincere, John." But we can't and instead have to live with, "Sincerely, Doe, John" or edit every reply to erase the last name. Thanks, Adam
GDPR anonymize
Hi all, has anybody successfully used the GDPR functionality to anonymize users being deleted? We cannot seem to get it to work - user names are still shown as before Kind Regards Michael
Mandatory fields when closing Requests
Hi, Is it possible to add an additional mandatory filed for when closing only certain requests? So for example, all of our current requests require the same fields to be filled in (Technician, Group, etc) but one of our IT teams requires an additional field to be added but all I can see is an overall option (attached). Can you assist?
SLA enhancement - OLA's, UPC's
Big ask here - can you look at the SLA area and look to add the other elements of managing the Service Agreements with the business. I believe in V8.0 the SLA side is being enhanced to tie in with the Service Catalog which sounds interesting and exciting ( as Service Level management can be!! ) To have a way of managing the relationships inside IT, with the requirements for the teams to turn around work within a given time that fits inside the SLA, that way we have the OLA's We would be able to report
Can't close the banner Login Details when log on the web interface.
Dear Everyone, I just build successful the ServicesDeskPlus and when i log in the first time,i saw the banner Login Details with information User name Administrator and Password default Administrator. I click to close the banner and reload the web page i just saw the banner available. Who help me how to close the banner forrever. Many thanks everyone... and hope recevice your help soon!
Automatically reject changed based on time frame
Hello, I'm implementing the change module of Service Desk Plus. I'm looking to create a customer action or rule to automatically reject a change if the creation of the change is less than 2 weeks from the requested change date. Any ideas?
Configured hourly rate for technician working on Project, but it doesn't calculate the rate vs time spent
Dears, I've configured hourly rate to several technicians, however the reports are not generating the cost based on the time spent of the technicians. The actual cost field seems to be a manual field, which is not really useful. Should be a calculated field based on the time spent, and maybe another field for acquisition of materials and services. I'm trying to implement this module in our organization, and having a way to quickly identify projects running costs is a great selling point.
Is there any risk to restoring postgres database to a previous snapshot?
We have a situation where a technician accidentally merged over 50 tickets into one. We have a third-party backup solution that takes daily snapshots of the postgres database and the filesystem. We are considering restoring the database to the snapshot from the previous day. Is there any risk in doing this? The Servicedesk backups are monthly and we would lose too much data if we use the built in restore utility.
Change Management Automatic Escalation
If the CMR request not approved in specified days e.g. 2 days, then, the request should automatically get escalated to next level for the approval (3rd stage). Is this possible in Change module?
Customized Email Notification for Tasks Assigned
Is there a way to have an email sent to a technician when a task is assigned to them only if the scheduled start date is populated? We do not want the email sent until a scheduled start date is entered. The default task email notification "email the owner when a task is assigned" is not helpful when there are multiple tasks added to a request from the templates as they need to be edited and the specifics added. There can be a lag between the task added and edited especially if the start date is out
Managing different versions of the same Software
Hi, Im trying to get SDP to manage some software, we have a number of versions of the same software installed across the estate. The software licensing is per mailbox so I have created a license for the latest version and the completed the downgrade product to be the next version down, but with a license set as individual I will have to add 1000 individual licenses which isn't going to work. So I tried to create a Suite and added the two versions of the product in there, this seem to work and showed
New User Form Logic
Hi, I want to add more intelligence to the new user form, essentially I would like HR to fill in information for new hires, they input the name, position title and then select from a list the department in which they are to commence work and the date of their commencement. I would also like them to be able to select the new employees reporting manager via lookup. How do I add the following; 1. Field to lookup new employees reporting Manager 2. Drop down list to select Department 3. Workflow to send
Adding custom technician fields to the requester template
I've created custom fields in the technician incident template. When I go to add them to the requester template they are greyed out. Is there a way to add them to the requester template so the requester can populate those fields?
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