Servicedesk Database set to Auto Close
I was curious why or how this option would have been set in our ServiceDesk MSSQL Database? This is not a normal thing to be set on a database and can cause some performance issues. We have been having some problems occasionally with query’s blocking, and this might be a contributing factor. Please see these two articles for explanation: http://www.itprotoday.com/worst-practice-allowing-autoclose-sql-server-databases https://www.brentozar.com/blitz/auto-close-enabled/ See screenshot attached
Helpdesk - Incident Template Feature Request
I had an idea while I was creating an incident template for our new hire process. I created an additional field for a "Job Title" field. When a job title is selected from the drop down menu, certain tasks associated with that job title are triggered when the ticket is created. A helpful feature which would make this whole process much more efficient for the one managing the incident templates would be having the ability to upload a simple table for things like department names, and job titles, managers,
Service Desk Chat
Is there any way to auto assign requests created by chat to the technician that handled (and created) the chat support call? Is it possible to use a business rule to complete this?? If not, can we request this as a feature please? Thanks!
SDP User Interface Testing (impersonate a user)
Hi folks, we have been trying to work through making our entire organization self-service only through the portal. One item that would be really helpful is to be able to impersonate an end user so we can see what they see when they log into the self-service portal. We offer services that don't apply to all of our internal customers, and so we don't publish templates for them. When we implement a new service, customer, site, etc., we need to know that the users can see the service catalog and corresponding
Change Management - Status change Comments (mandatory)
How can I turn off the Change Status Comments box that keeps popping up? It's annoying....
Feature Request for Pop-Up
Hello, I'd like to suggest a Pop-Up feature. 1. Agent based Pop-Up Announcement Often times urgent announcement could be made by the admins. But unless people have the problem, they do not log in to SDP and check the Announcement. So, if there is a pop-up announcement (including the link) which induced by installed agent (AssetExplororAgent), it would be the excellent way to inform the users. Also, this announcement should be sent to selected users or groups only. 2. Agent based
Skills Matrix for Technicians
The idea would be to have a set of defined Skills that the company is interested in (eg. Cisco CCNA, Citrix CCA, etc) and allow technicians to fill this out as part of their preferences page I have seen this done in SharePoint and it would make sense to have that information in ServiceDesk Plus. The data to be collected would be years of experience and formal certification status. A competency score can then be calculated based on these two fields. This should be done as an automatic report and
survey question
Hi i have 2 questions 1. is there a way a survey link can be added on a reply template 2. is there a way we can add the other value on reply template added to the survey email (e.g. $firstname, technician..etc)
Quick access or view to user attachments through ticket details
Hi guys, Any idea how to display the user attachments or embed a link to them at the ticket view window. because its very annoying to leave the ticket view and go tot user profile to be able to view the user attachments.
Limit of values for additional fields
Hello to all, we need to create a new additional field (picklist) for requests with nearly 250 values and we would like to know if it's possible or could generate a performance problem. Thanks in advance
Advanced Filtering by a "Multi Select" value
Hi, I created a report and would like to Advanced Filtering by a "Multi Select" value. But no "Multi Select" can select in Advanced Filtering. Is there any query can Filtering by a "Multi Select" value? Please help. Thanks.
Large list of entries to import in to pick list
Hello, I have a couple of pick lists that I need to create, both consisting of around 300 entries each. I would rather not have to add these in manually as it takes forever! Is there a way you can import these in to ServiceDesk or if this isn't possible to do this can you connect in to the database and import them that way? Thanks, Matt
Allow Human Resource To View All Service Catalogs Related to New Employees
We are trying to implement the following workflow for new employees. 1. Manager logs into SDP and fills out a new Service Request for a new hire (which requires approval) 2. The submit the Request for approval 3. Human Resource (HR) receives an email 4. HR logs into SDP, reviews the request and Approves. 5. IT does works on request and closes ticket. The above works so far in our proof of concept. How can I allow HR to see all the open Service Requests for new hires? Right now they can only see their
Can Servicedesk Plus version 9.3 Build 9300 integrate with CTI?
Hi, We are currently use Servicedesk Plus version 9.3 Build 9300 Standard edition for our business support helpdesk. I would like to know whether our current version of SDP able to integrate with CTI e.g. CISCO CCaaS. Appreciate your feedback. Thanks & regards.
Question about notification on request closure
This seems obvious but I want to confirm. We have ServiceDesk Plus configured to close a ticket three days after it is resolved. We notify the requester when we resolve the ticket, and do not want to send a notification when the ticket is closed. However, that appears to be what is happening. We have Acknowledge requester by e-mail when the request is updated turned on, and Acknowledge requester by e-mail when the request is closed turned off, but it appears that the system considers automatic closure
SLA doesn't consider operating hours
SLA doesn't consider operating hours, despite the operating hours is active and the SLA's have been configured to consider only the operating hours
Weak Diffie-Hellman certificate error
I have succesfuly installed a GoDaddy SSL certificate. Our helpdesk works on chrome no problem. But on Firefox we ran into the following problem https://www.lmeservices.com/weak-ephemeral-diffie-hellman-public-key/ we then did the work around and that fixed it. On IE though we cant get it to work. But also should I have to be doing this for this to work? Please help.
Notification for user deletion while AD Sync
Hi all Question, who (what role) will be receiving this type of notification like attached screen shot? It on the little bell on site. Few of our technician reported they are receiving this but annoying as not relevant to them. Is there any way to stop but few admin people? Thanks, Ben
Share Request sections doesn't save data
I open I ticket then I go to share request section at the botton of the ticket I add users to share with ticket with them I click on share, the share request section is updated. Then I go to requests and I open the ticket again and the Share request section is empty. "This Request is not shared with any user. Click here to share. " It looks like features are release without proper testing.
Divide Departments ServiceDesk Plus.
Hi, I have the following question. We use ServiceDesk Plus and have two Departments. I only want our Department to see the Solutions, the other Department don't need to see these Solutions because different organization. Also we don't want the other Department to see the Announcements. Is there any way how we can solve this by rights or hide? I've try to find a solution but cannot find. Thanks in advance for every reply! Regards, Frank Jansen
Service Catalog - Additional Fields
Hi, Is there a way to script updating data in a base picklist (so if a department name changes the list will be updated accordingly). I would like to keep our department names in sync with AD Thanks Chris White
Requests editor field : can We manupulate this field via script?
Hello, is it possible via script to make opérations on the request editor? For example, for a catégory of request, have automatcaly the request editor with a value (manager of the département for example). Thank you for your help.
Sending mail stopped working - Office 365
In trying to research another issue (why is email from helpdesk not being set outside our O365 domain) I accidentally broke our outgoing mail settings, and I cannot put them back. I took a screenshot of the initial settings, which have been working for months. I tried changing various parameters and nothing worked to get mail delivered to an outside address, so I gave up. Now that I've reset everything back as it was, it's not working. When I try to reply to a ticket it waits about 15 seconds
Asset Explorer Unable to see assets after I click on "Workstation/Server Detected"
I can not view the resources when I click on "Workstation / Server detected"
Is there a way to undo a rejection of an approval? (or to delete it?)
We had a user that mistakenly rejected an approval, and we are not able to undo this action
Automatic notification before sla expires
Hi to all, there is a way to set an automatic notification to a technician some days before the sla expires? I explain well with an explample: if I have a request with SLA of 5 days I would like send a notification email to technician 2 days before the due date for example (if the request is still open)...Is it possible to do this? Thanks in advance, Regards Davide
ManageEngine Boosts ServiceDesk Plus with Chat, Takes IT Self-Service...
ManageEngine, the real-time IT management company, today announced the integration of ServiceDesk Plus, its flagship ITSM product, with its parent company’s messaging platform, Zoho Cliq. Starting with IT help desks, ManageEngine is leading backroom IT operations into enterprises’ mainstream communication channels. Available immediately for ServiceDesk Plus Cloud users, this integration allows service desk teams to begin accelerating end user self-service adoption, leading to improved support and
Modify change stages
Is there any way to modify the change stages other than 'submission' ? I would for example like to pre-populate some field under planning and add a couple of fields under other stages Thanks Michael
ServicedeskPlus: Request Purchase Page deafault fields
Hi all I would like to have more control on the default fields made available in the Request Purchase page. In particualr I need to hide some of this field beacause are not relevant to my current configuration. There is a way that allow me to hide/deactivate some of this fields? My currently SDP installed version is 9324 Thank you very much Antonio
Change database
Hi, Is it possible to connect to MSSQL database with a domain user login instead of SQL Server authentication
Set Subject to Contain Start Date
Hi As part of our new starter process we have a custom field of start date. The template has a default subject of "New User Request" but we would also like ti to include the start date as a visual clue of when to the technician of when this is required. Is there an easy way to include this through custom variables or does this need to be run through a script? Thanks Dan
Workflows in templates
Hi, We received a query from one of our SD Portal users about workflow. Basically a member of a team sends a series of forms to another team, they make amendments to these and send them on to the manager who reviews and approves and then logs a request into the Service Desk. I'm aware that there are workflows in the templates but I'm not sure if it is possible to achieve what I have described above. Can you advise?
Barcode problem with imported assets
When an asset with a barcode that was imported from a CSV file is deleted, the barcode cannot be added later on for Another asset. There seems to be a table where the barcodes are added, but they do not seem to be connected to any asset. When the asset is removed, the barcode is not removed from the table. Thus the barcode cannot be added again. This is only a problem for imported assets. Assets added through the user interface does not have this problem. I have not been able to test the API. Running
Android App - User does not have sufficient privilege
Hi I used to use the android app, but a while ago it stopped working. I would like to use the app again however now when I try to login all it reports is that "User does not have sufficient privilege" - what do I need to assign in order to get this working again?
Set Group on Task through Field and Form Rules
I'm trying to set a support group using the Field and Form rules. Is this possible via a script? The use case for wanting to do this: We are working on our new employee form and have multiple tier 1 support groups that this could be assigned to. We have a business rule that triggers and assigns it to the correct site based on the users site. We have multiple tasks that need to be assigned to that support group as well. For example, if we had the support group, "Local IT - New York", all new employee
Request: Field & Form Rules script to check Subject
Hi there, Our user termination requests Subjects all start with "COE" (e.g.: COE - John Doe). I would like to create a Field & Form Rule to check if the Request's Subject starts with "COE", and if it doesn't, prompt the user to add one and stop the form submission. How would I go about doing this using a script? Thanks!
AppConfig support for SD iOS app
Hi, It would be great if the SD+ iOS app would support AppConfig: https://appconfig.org/ Specifically I'd like to push and populate the app via our MDM/EMM solution with the following information: URL Domain name for Authentication Thanks, John
share ticket like requerter
Hi, once the ticket is opened there are any way to share, add or include other person in the ticket working like requester? Thanks, Jacir
We can't delete Support Groups!
Since a long time we have this issue, and I reported it a long time ago, despite updating ServiceDesk the problem persists and we need a final solution. After we create a Technical Assistance group, we can not remove them. I have tried several things: - Move ALL requests to another group and leave the group to delete empty of Requests. - Delete the tickets associated with the group - Delete/change assignment of Technicians associated with the group -Change everything that involved the group. And
Script to invoke iexplorer.exe
Is there a script to invoke iexplorer.exe, given specific conditions, and open a defined webpage?
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