Monthly Report
Dear, I need a monthly report. Mysql
Customizatizable Technician Home Screen
We would like to customize the technician home screen to provide relevant links and other information (i.e. widgets) that are more useful to our organization.
Foward request and forward buttons
Hi, How is the foward request and foward functions intented to work in the mail conversations? If I respond to a requester and then chose "forward request" i get the previous content in the mail that i sent automatically inserted in the new mail. But if I try to forward a requesters response I don't automatically get the content from the requesters mail inserted. I have to manually copy and paste it to the mail that I'm trying to forward. Regards, Alexander Nordin Region Halland
Which log file will show the team member a request was originally assigned to?
Hi, As above. Trying to see which team member a request was taken from and then merged with another request. Thanks in advance
Reply from user no longer included in Notification to Technician
When we applied builds 9306 through 9309 at the end of September, we lost a feature in our Notifications to Technicians when a Reply is received to a Request. Prior to the build updates (applied at the same time) we were able to see the text of the recent reply within the email notification. This was extremely helpful when viewing on a mobile phone. Since the updates, our notifications are very generic stating that a reply was received but offering no details. We would like this feature back. Is
Browser issue
Hi, We have an issue where we can connect to our test environment fine but not our live environment (see attached). The live server is coming up with a 'browser not supported' message which looks like a specific ManageEngine message as you get the option to click on a link to see your requests. I have also attached images of the browser versions on the servers which the URLs are connecting to (the one called wsus connects to http://wsus@8080 and is working whereas the one called sd2 connects to http://servicedesk:8080
Notification Rules
Hi, I'm wanting a technician from a specific support group to be emailed when a request is closed, and under notification rules it only allows you to choose the technician and not define criteria such as her support group. I don't want her to be receiving closed emails from every support group we have. Is there are way around this/somewhere else to do it? Business rules would only allow me to make a rule for when a request is created, not closed. Thanks!
Merging Sites
Hello I would like to ask is there any way to merge to existing sites or move all tickets, assets, tasks etc. that are in one site to another ? How to approach this challenge :) ?
Job created when scheduled email is not delivered
We have a backup system which emails us daily when the scheduled usb backup has been successful. Unfortunately if the usb medium hasn’t been connected no email is generated. Is there any way to have ServiceDesk create a job if a scheduled email isn’t received? I.e. if no backup successful email has been delivered by 06:00 AM, a job should be created saying the backup has failed.
Customizing the Request Details page
Hello, Is there a way to customize the Request Details page? I have customized my default incident template and the customization shows up on the Edit Details screen, but when I look at the Request Details of an incident created with this template, the grouping of the fields is different. Isn't this supposed to match what was customized or is there a way to customize this screen?
NTLM Authentication required
Hi, All of a sudden yesterday when any of our team browse to the Service Desk they are presented with the attached message. They are being prompted to authenticate themselves but no matter what username and password they enter, it fails. Any idea what this is and how to get rid of it. Also, why did it suddenly just start appearing?
Merge Manaengine used by two different companies
Dear all, In our IT department we use manage engine. The same trouble ticketing tool is also used by one of our external collaborators who receive tickets from us. I would like to know how can we merge these two applications in order to be able to forward to them Service Requests that they will be able to view them from their application without the need to login to our manage engine. BR, Maryp
Unscheduled Projects & Milestones Report
Hi there, I am looking to report on Unscheduled Projects & Milestones in one reports. I.e. Project Title 1 - All associated Milestones Project Title 2 – All associated Milestones etc... Any ideas? Thank you
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
Renewing ServiceDesk plus license
Getting the message below when I try to renew the license: You have logged in as xxxxx.com. You are not allowed to access this application. Please click here to login as a different user. Click here to go to your Home Page. Any guidance on how to resolve this will be appreciated.
Purchase Orders & Approving
We currently have our users approving requests via the standard method of following a link in an email to the approval portal. This causes a problem as we are quite a mobile workforce and we would like to set it so that a user, wherever in the world they are and without having to use a Laptop or VPN, can simply look at the email notification on their own phone and click a link to approve or deny. Not something I seem to be able to setup in our On-Premise SD+. Does this facility already exist or have
Unclean shutdown of previous run.
Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details
Service desk smtp not working
Our service desk is currently not sending emails to recipients outside my organization, what could the issue be?
Change type of custom field
Hi. We have a template with several custome fields. One of this custom field (Name of the field is "Horas") was generated as "Single Line" but we currently need that the field shall be a "Numeric" field. We want to change the type from Single Line to Numeric Field and need that all the tickets with this field can be updated to "numeric" value in order to make some aritmetic functions with it. However when we try to change the field attribute of "Horas" field all the options are grayed and no change
Importing from AD in a multi forest environment
We are in a process that might end up with two sites, using two separate AD implementations on two separate domains and they will want to export requesters to the same Service Desk Plus. I'm a bit unclear in the documentation as to whether this is possible or not? Are you able to configure multiple Ad integrations within SD+?
Problems with Business Rules / Templates across different Sites
Hi all, I'm trying to automate some tickets with business rules, but having a problem. To explain our set up. We have multiple "regions" across the world, each with their own Service Desk group (which are separate to each other in terms of technicians, location etc) As an example, our Default Settings cover all of our sites in the UK. We have a UK helpdesk address (that autoforwards into ServiceDesk+). Under the default settings we have a Business rule that checks whether the requester emailed
Viewing the permissions of the System Default technician roles
I'm in the process of reviewing the custom Technician Roles we have created, and identifying any that are no longer required. When I view a custom role, I get a breakdown of what they can and cannot do in each module, as well as any advanced permissions: . I suspect that many of the roles we have created, are already covered by some of the System Default roles (SDAdmin, SDChange Manager etc). However, I am unable to verify this as there is not currently a function to view the permissions of the defaults
Asset Tracking
Workstations scan O/S , Hardware, memory etc.. They're broken down by Desktop or Laptop. I need a way to add Thin Clients and Tablets. I tried including them in the workstation Configuration Item Type, however there is no way to keep the types separate like laptops. I need a way to track all devices by hardware type and OS
Assign tasks automatically
We have request templates with which also directly a task is created Is it possible to assign this task directly to the technician who also has the ticket?
Missing Template
Hi, We have a large number of template for logging support calls but for some reason, there are a few missing from the 'change template' option (see attached) and I've looked through the settings (under incident templates) and cannot see any reason why they do not appear as a template. In the attached screenshot the templates start from the letter 'D' yet I have created some templates that start with 'B' Can you advise?
Tasks - percentage completed tied to status
Is there an option or a feature on the road map that can tie a Tasks % completed to the Task status. There is no connection between “% complete” and “Status”. If a task is 100% complete it shouldn’t still be “Open”. If a task is “Resolved” it shouldn’t be 0% complete. This fields should be in sync, otherwise we have to manually edit two fields to produce the same outcome.
Asset Discovery Agent not deploying via GP
I have followed the instructions but still not deploying?
Comma in attachment file name
Whenever users attach a file that has a comma on the file name, the request gets created but the attachment is missing. The history tab also displays "No records found..." Is there a fix for this bug?
automatic resolve and close ticket for a specific category
I have a category like a conference room booking.I want that if some ticket request will come in that category then automatically the ticket should be resolved and closed with a response mail and it should not conflict with other conference room booked timing.
Automatically resolved and close ticket
I have a category like conference room booking.I want that if some ticket request will come for that category then automatically the ticket should be resolved and closed with a response mail. and it should not conflict with other conference room booked timing.
Technology Check out process
Does service desk plus have a feature where we can have laptops that we check out and check in for temp use for users? I haven't been able to find anything that would satisfy that.
Moving requests from failed VM, cannot run backup
I've had two similar VM failures within a year, one running Windows Server 2008 R2 and another running Windows Server 2012 R2. In both instanced the servers would not boot after some sort of OS corruption. I have the VMs backed up with Veeam, however when I mount the backup it also hangs at boot time. I can mount and restore files though. I've since built a Linux VM running Ubuntu 16.04 and have installed and configured ServiceDesk Plus to my liking. How can I move the completed requests from the
REST API Documentation Access
What privileges does one need in SDP to access the REST API Documentation? It looks to me like one needs to have the SDAdmin Role to have access. Is that correct? I really don't want to make everyone who needs access to that an administrator if I don't have to. Thanks, Dave
Resete id ticket without losing old tickets
Hello, i wanted to know if i can undo the id ticket every year without losing my activated tickets Thank
User based licensing
Hello! I'm looking for some assistance with managing user based licensing in ServiceDesk Plus. To give you an example, I'm trying to record Adobe Team licensing which is user, not machine based. I've created a license agreement for the subscription and then I thought the idea would be to create a named user license for each individual for the product they have been given. However, I create the license, allocate it to a user (while editing the license) and then never see reference to that allocation
NIO Port message
Hi, Today we are getting the attached message about NIO Port being changed. Any idea what this is and should I be concerned?
Field and form rules stops working when changing template
Hi, I've noticed that field and form rules stops working if you change template when creating a new incident request even if the template you are changing to has field and form rules. This applies to both requesters and technicians. 1. Start by creating a new request from a template that has field and form rules applied 2. Before adding the request, klick change template and select another template with field and form rules 3. Now all field and form rules are bypassed. SDP 9327, MSSQL
Custom SMS provider V9.3 Build 9329
i upgrade to version:9.3 Build 9329, i need to add my playsms server to service desk, is there is i guide for the required parameters .
Approver Inquiry
Can there be a setup where the request approver can inquire more details or ask questions to the service requester before he/she approves the request instead of rejecting the request?
Community Tab No Longer Working
Since sometime last week, when I click on the community tab I get the following error: Unable to process your request. Please check the URL. Go to Home We have not performed any recent updates to the system. We see this error in Chrome and Internet Explorer Is any one else seeing this as well? Using SDP 9326 / MSSQL
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