Reply Template Duplication
Hi all! Hopefully I'm not asking a frequent question, but I couldn't find this issue mentioned anywhere: When replying to tickets we have a standard template, but when closing tickets we have an additional reply template that we use. The issue is this template just inserts on top of the standard reply, rather than replacing it. Is there any way to change this? Many thanks, Jack.
Script Master 22: Auto-create worklog and change status of requests
This week's script will address the requirement provided by @Ashburn Finday in the below post, https://desk.zoho.com/portal/manageengine/community/topic/incident-template-with-pre-filled-worklog
Report - Task Scheduled End Time Violated by Technician of selected group
DB: PostgreSQL Report Requirements: Chart Type: BarChart 3D X-axis: Technician Y-axis: # of task with scheduled end time lesser than today Filter: Group = Service Desk Schedule: Daily Is there a way to create such a report similar to SLA Violated requests by Technician?
survey participant percentage
Hi, can you please help with the MSSQL query to fetch survey participant percentage in SDP. Thanks Much.
Email individual technician when request is assigned
Several of our technicians have requested that they be emailed when a request is assigned to them. I see an option in the settings called 'Alert technician by email when a request is assigned', but there is no option to pick which technicians this setting will apply to. From reading the forums and other ServiceDesk Plus posts, it sounds like this setting formerly would email every technician instead of only the technician the request actually was assigned to. Has this functionality changed? I hate
Automate Task Creation based on Calendar
Hi, Is there anyway to automatically create a Task based on the time of year ? Everytime there is a Bank holiday we have to perform some work, usually 5 days before. Does anyone know if there is anyway to script a task being created based on the bank holidays you add to the system ? Bank Holiday -5 Days etc. A
Gantt Chart PDF export fail
We're receiving an error message when trying to export a project gantt chart -- testing in safari and chrome with admin user: v9335
Problem with Translations
Hi all. I'm having a problem. Im trying to translate the Asset States (they cant be modified or renamed), to spanish. I go to "Translation", I look for the word "Disposed" and change the name to "Desechado". Then, I requested the restart of the server (first we tried to restart the service but it did not work, and then we tried to restart the whole server), but when we entered the SDP, the State of the assets is still the same. Thanks in advanced. Regards Facundo
Report Query to Show when ticket is updated
Hi We are running 9.3 Build 9308 I would like to know if there is a query which can be run to display a list of tickets that have been updated on a given date At the moment i only know how to create a report to show the number of tickets either opened or closed, but i want to see if there is a way to show the number of tickets updated, i.e. tickets that are already open, have been worked on, but are still not complete I am thinking i need to use the WorkOrderHistory but wouldnt know how to write
Custom Trigger When Urgency Set to Escalated
I am looking to send an email to a distribution group whenever the urgency and priority are set to Escalated General. I am guessing that a custom trigger will accomplish this with the correct scripting. My scripting skills are rather lacking. Has anyone else accomplished this?
Deleting tickets
Can I restrict my technicians from deleting tickets?
API V3 SDP Version
Hi all, is there an overview of what SDP Version we need to get the support for the V3 API. Even better if the overview included the different V3 Features? Unfortunately i can't find anything in the Forums / Knowledge Base. Thanks in advance, Alex
How to get Project Tasks in Tech Availability Chart
Can anyone advise me how to configure project tasks and changes so they appear in the Tech Availability Chart please?
Request Catalog Form Designer Assistance
Hi all, I'm currently playing around with the request catalog form designer. Is there a way for me to create my own subheadings, such as requester detail? (see attached) An example being for phone access, other hardware or software etc. Thanks in advance Brett
Service Desk questionnaire
Hi there, when defining survey questions I can only see the option to answer from a multiple choice perspective. Is there a way of creating a text field to allow somebody to leave a comment rather than having to pick an option? See attached
Uninstall SDP on Ubuntu 16.04
Hi, I hope someone can help as I'm going around in circles. We currently have SDP installed on a windows machine 9.3 build 9335 running on MySQL. We are planning on Migrating to a new server, Ubuntu Server 16.04 Linux. I've installed the latest version the Linux server which all works. I then tried to change the database to MySQL but found out it is not supported anymore. Next step was to upgrade the Windows server to get the builds inline. 9335 is the highest we can do due to not supporting MySQL.
Request ReOpen Rules
Does this General setting, for ReOpening of closed tickets, follow Operational Support hours or is it a separate timer? For example, we have it set to 2 days and our operational hours to M-F 8-5pm. If a ticket is closed on Friday afternoon - will this reopen setting trigger on Monday or on Tue/Wed based on our support hours? Reopen the same request within 12345678910 days from closed time. Else, create as a new request.
Suggest answer - Insert Video Guide
Hi Is it possible to insert a video directly in the suggested answers? I have seen that it is possible to insert files and links but is there the possibility to publish a video like the presentation of ServiceDesk Plus? Diego
Report to detect if AntiVirus is installed
Hi. Newbie here. Looks like I have to write a custom report to see which workstations do or do not have antivirus installed (McAfee). Can anyone share a custom query or direct me to the right place on writing my own? Thanks.
Schedule LDAP synchronization with SDP
Hello Community, I have two domains synchronized in SDP with the LDAP option, but I need to program each time they are updated. Is it possible? How?
Custom Script Help
I would like to create a custom script that stops a request from closing IF: Level is "Technical Problem" AND The request has not been associated with a change Any help would be appreciated! Adam.
New Installation on Linux Missing MySQL option in CHangeDBServer
Hi, I've been running SDP for awhile and now want to move it to another server. the server in question is Unbuntu Server (Linux), currently running under windows on MySQL. The installation has worked fine so far and I run SDP as it stands, the issue is when I run "sudo sh changeDBServer.sh" the windows pops up but only offers me PostgresSQL Server SQL Server No MySQL. On the windows server it offers me MySQL fine. The Linux server is running MYSQL fine as I have other databases running on it. Firewall
Change Module - Wish there was an easy way to see how many CAB members have approved a change request
When looking at the list of all changes, I wish there was a column where I could see how many CAB members have approved versus how many I'm waiting on to approve. It takes time to have to go into each change request to check on them. I do get reminded when a recommendation is made, but I'd like an at-a-glance view also. If there was a CAB column added that would reflect 1/3 or 2/5 (like the Tasks tab does), that would be very helpful!
Add Task to Project Via Request?
Hello, I was wondering if there's any way to create a task in a project from a request? I noticed that there's an "Execute Script" ability in the Field & Form Rules and was wondering if there's a way to use that to accomplish this?
Mail Fetching Stopped
Hi Guys, Our Service Desk Plus MSP just out of the blue stopped fetching emails, its been a few days now and i have done everything i could: Updated the server (windows Updates pending) Restarted Win Server Restarted SD Tool I can login to the mailbox on office 365 (exchange) but the SD+ wont pull any mails... but nothing ... Print Screen http://prntscr.com/imkhfa Thanks
Elapsed time outside office hours
Can someone explain how elapsed time works on a ticket? We run our Help Desk from 8 am to 5 pm. The expectation is that Sev 1 priority tickets are handled outside of business hours, but Sev 3 tickets are handled during business hours. Is there a way to get a metric for hours elapsed within business hours only? I know that we can set up SLAs based on hours elapsed based on the priority, but is there a way to show exactly how many hours are elapsed per ticket?
HowTo SSL Certificate
Hello, I had a working SDP. Unfortunatly my SSL certificate is not anymore configured. When I try to use the way, which is in the manual, I can´t find the Server.xml anymore. The folder "[ServiceDesk Plus MSP Home]\server\" is empty. Where can I find an updated manual? Or is this a Bug in my Installation? Thanks in Regard Frank Schieferdecker
Hi.
I am testing the application. I installed the software and started the server but how can I access? Thanks LC
System reply to it-self
Hi, I just finish fresh install of 9401 on new server. Now, i receive request on it, no problem. but, i see the system send email to him-self after notify the requester. This is annoying, when i close the request, its re-open the case. This cause problem to our team. which feature do i need to look at to fix it ? thanks David
Cannot delete assets in service desk please find screenshot attached
Cannot delete assets in service desk please find screenshot attached
Only Local Authentication shows in Mobile app login page build 9300
Only Local Authentication shows in Mobile app login page build 9300. AD is not shown there
Projects in ServiceDesk Plus do not send mail to person whom a milestone assigned or included in Project Member.
Projects in ServiceDesk Plus do not send mail to person whom a milestone assigned or included in Project Member.
printer - operating costs
How to deal with things like operating cost, especially in printer context? We have printer purchase cost and we need to add toner/cleaning costs etc. How to add new "cost factor" named "operating cost" in "Financials->add cost" section?
SDP contracts
Hi all, I can not find a solution to allow access for some requesters to contracts. For example, have managers which are requesters in SDP but some of them need access to Contract tab to view informations that technicians fill. Is that scenario possible? Regards, Ognjen
Create a Request by email parsing while requester has NO login account?
By default it is not possible to use email parsing (email commands @@SDP@@) when the Requester does not have or can not create a Login account, so I am looking for a work around. Could be with a script (xml/json or Python)? I have added 2 additional fields with the Name and Email address of the Requester to the template. The Email was sent from a "default" requester, so I just need to change the Default Requester with the Additional Fields (name and email) after the Request was made. Ideas?
Request CLOSURECODEID getting cleared out for some Closed requests?
It looks like the Closure Code (CLOSURECODEID field on WorkOrderStates table) may be getting wiped out for some of our Closed requests. Has anyone else seen anything like that? For example, one of our requests that shows a Status of 'Closed' on the Request screen also shows a Request Closure Code of 'Not Assigned'. Yet I can see on the History tab that the request was 'Resolved' by one of our Technicians and immediately had a value of 'Resolved/Fulfilled' selected for Request Closure Code. About
Reset admin password
How do I reset admin password
Notification rules - Notice of resolved
Dear: As shown in the attached file, I have marked the option that clients will be notify when the requests are resolved. Also, I have defined the template to use in these cases. However, the notification emails of "resolved" are not reaching to the clients. The strange thing is that the notifications of "reception" and "closing" of the requests if they are reaching. What may be happening ????
LDAPS in SDP?
I know you can use Active Directory with SDP but this passes the password in the clear. Can you use LDAPS with SDP? If so, how? Thanks
Change module notifications
Hi all. A little question about notifications in change-module. It is possible to send notifications from the Change, but if the reciever of that notification/email wants to send a reply, this doesnt seem to be inserted in the Change, like in the Request module. Is this by design, or is my installation faulty? I cant seem to find anything about it in the documentation... I hope someone can give me a quick answer to this.... //Jens
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