Disable Phone Apps Service
How can i disable only the phone apps service? Because a vulnerability we have to disable the phone apps and maintain the service for the web.
Browser support
Hi, We notice that some users with old browser version (eg: Windows Internet Explorer 8) are redirected to a different page, how can we disable this.
Report of Service Requests vs Incidents
I have this report that I created that shows the tickets created last week. Is there a way that I can show in groupings, the Service Requests vs Incidents? The report is MSSQL. SELECT "wo"."CREATEDTIME" AS "Created Time", "wo"."WORKORDERID" AS "Request ID", "wo"."TITLE" AS "Subject", "wo"."CREATEDTIME" AS "Created Time", "serdef"."NAME" AS "Service Category", "lvd"."LEVELNAME" AS "Level", "pd"."PRIORITYNAME" AS "Priority", "wo"."COMPLETEDTIME" AS "Completed Time", "wo"."TIMESPENTONREQ" AS "Time
ServiceDesk Plus 9325 Released
I have notice that the 9325 release has broken our API integration, has anyone else notice this? This is extremely important for us and I needed to update to 9325 to fix a bunch of issues we have since 9320 but now I have to wait since 9325 will cause more bugs. Lately it seems like the track record for sdp updates isn't that great, it seems like the updates break more stuff then they fix.
ServiceDesk Release 9325
Hi, I have upgraded our servicedesk to 9325 however there's an issue with change management. As technician I cannot put myself as change requester (it previously work before). Not sure if this is related to the issue but I'm also the change owner. We are doing this process internally if we have to do patches, upgrades etc. Rowell
Custom HTML Files for SDP Self Service Portal Widgets
Is there a way to properly reference a custom html file for the Widget feature of the Self Service Portal? I've created several html files which I'd like to place on the portal. When I direct the widget to the file location, I get a secure content notification. I'd like to have these widgets display without users having to click 'show all content'.
Resource questions limit?
Hello, What is the maximum number of resource questions that can be added, in general, and per template? Best regards, Demetrius
REST Api return XML
Hi, I am using the REST API to add CMDB CI's but what i cant seem to get working is returning the result in XML format rather then JSON I can see i need to add Result Format but i can't figure out where to set it Regards Jason
API for Assets
I am looking at using the API to add and update Assets within SERVICEDESK plus, I have looked at the REST API and can use the CMDB to add a CI but when I do I cant see it via the Assets tab. Do I need to do anything additional to see it across both? I can see I can use the servlet API but this is no longer supported so I cant find any documentation on this. What is the best way for me to get around this.
Help setting up webpage for submitting with REST API
I'm hoping someone can offer a suggestion if there's a better way to do things here. I've set up a web page that makes changes via the REST API to servicedesk requests. The submission method was done using javascript on the page. The first problem was that there doesn't seem to be any way to allow cross site requests in servicedesk, so the page had to be hosted from the same domain. Since it was just a simple static page I did this using a .html file added to one of the subfolders in servicedesk
Query to make selected employees service request approvers for all requests.
Hi, We have a query that identifies all employees that are not service request approvers that also have a custom attribute (people.ATTRIBUTE_176) value of 4 or greater. What we need now is to change the settings for the employees returned in this query to be service request approvers and be able to view all requests. Report Query: SELECT AaaUser.FIRST_NAME "FullName" ,people.ATTRIBUTE_176 "Org Level",AaaUser.user_id, JOBTITLE "JobTitle" , SDUser.USERID FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID
changing notification groups on change workflows
I've had to create a new ticket because the other one closed. I have copied in my original question and the response i got. I may be missing something but I can't seem to be able to change the technicians. Either way, does anyone know of a way to make it automated? Thanks Emma ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Hi Emma, Good
Iphone app
When I scan a product it does not bring the serial numbers in. Anyone know why?
Reporting on tickets opened and closed
Hi Could you help me create a customised report. I'd like to see total tickets created today, calls completed today broken down by technician, and how many tickets are older than 7 days old. I'd like it to be per specific support groups though. Thanks in advance Emma MYSQL Version 9.3 Build 9308
Export and Import a list of users.
Hi All I want to export a list of all the users from the tool and it should be xl or CSV type to be able to to make some changes, and again I want to import that updated list to the tool. The users list should contain the below information/columns. Name, Login name, Email, Department Name, Phone, CI Type, Job Title, Site, Domain, Project Role, Employee ID, First Name, Middle Name and last name Is there a query I could run to get this infor then I will export it to CSV and import it? Please assist
Chat integration
Hello, i would like to nknow if there are any way to integrate thrird party chat solutions like (Google Hangout) to the ServiceDesk Plus console? Because we would like to our chat to keep the contact as simplest as possible with the final user. Thank you, Jacir
Administrator User - License
Hi would like to know if is necessary to have the administrator user enable all time or if there are any way to delete and assign all the admin roles to other technnician because is right now that user is only used like super-admin for configuration purpose (add roles to the techs) and is one license we are consuming and it and we think that it could be assign to another of our technicians. Thank you, Jacir
SDP-DC Integration: Which Technician to generate API Key ?
Hello I would like to discuss the best practice for generating API Keys to integrate Desktop Central with ServiceDesk Plus. I have generated API Keys from my technician profile (SDAdmin), but then i noticed that service requests created from DesktopCentral to ServiceDesk Plus were "created by" myself ? Also, if i ever leave my company and my technician profile is deleted, the integration will fail and keys will have to be regenerated. My question is: Isn't is a better practice to create a generic
Assigning Group/Technician Failed Error
Good afternoon, We are receiving the below error message when trying to assign a request to a technician: We're only seeing this happen with two requests currently. It is already assigned to a support group, but when we select the technician from the drop-down menu we get the error message. Any idea what the issue could be? Thank you!
changing notification groups on change workflows
Hi I have a query about change management in the Servicedesk. We have version 9.3 Build 9308 MySQL. I have created a new workflow on how a specific change is created/submitted/approved etc, What I want is for certain technicians to be notified when a change is approved. Is this possible? I could only see options for 'change roles' to be notified - one them is CAB. I have created a new cab but I don't see how to change the option. Can you give me some advice? Thanks Emma
Restoring backup on test server not populating system
Hi I've taken a backup from our production environment that is in two parts. When I go to bin\restoreData on our test serve I restore part 1 first then part 2. The process seems to complete with no errors. When I log back into the test enviroment none of the data from the backup is populated. Our test server is not LDAP integrated at the moment whilst our production is. Could this be the reson?
Solutions Missing from Self-Service Portal
Recently noticed users do not have access to see Solutions in top menu. Looking at Self-Service Portal settings I can't add the widget, it appears to be gone. Looking for any input on what to check (permissions, etc).
Agent Scanning - Schedule stopped working
Hi, Normally my SD scans my network at 12 pm each day. lately this has stopped working. Is there any way to get this working again?
Leave Notification
Hi Guys, We tried to use the Leave feature of SD Plus, I noticed that after a Technician filed his leave, all Technicians even from other groups receives the email notification. Is there an area I can set on who can only received the email notification? Or if possible, his co-member technician in a Group? TIA Share
Report Technician's role
I need a report about Technician's role to track SDAdmin and SDSiteAdmin for audit reason. Can you build a Query for that?
Mail Fetching Stopped AGAIN!!!!
Support, what is going on with SD+ ?????? I updated my system to the latest version and now the mail fetching engine is randomly stopping and starting. I've raised a support ticket but heard nothing back. You need to step up response times guys. This is unacceptable. We are losing business as a result of this. First error was Latest error is Error processing email with subjectOfMail : 29091607.xlsx and messageid : <HE1PR0302MB26344EC6A027C9F66A81D57DCB7D0@HE1PR0302MB2634.eurprd03.prod.outlook.com>.
SDP Asset Node License
Hi, With the licensing for SDP assets, What do you class as a node? We are looking at using the Asset component of SDP for for non-IT assets as well (Desks, chairs, whiteboards etc) so want to know if that is affected by the node licensing? Thanks James
Unable to save any details on the site.
Hi Team, While i am trying to edit one site and making changes to it and then trying to save the same ,but unfortunately i am getting the below error without the changes been saved. "failure exception while processing the request " _J
Scanning for new software
The agent scan isn't picking up all software installations. We recently installed a piece of software onto around 60 workstations - but when you scan those workstations the software isn't listed in the results. Help!
Report that shows incidents resolved/closed within 12 hours
What is the best report to run that will show me requests that were resolved within 12 hours of being created .If a report does not exist then maybe a query that I could run,
Report to show duplicated tickets
A lot of analysts use the duplicate function. Is it possible to write a query that shows how many tickets were created as a result of this Duplicate function I would need to see Ref Number Requester Subject Created Date Analyst that created the ticket Region Database: MSSQL Version and Build: 9.2 Build 9221
Submission status restriction
Hi, can anyone help with a question please? I'd like to be able to restrict the fields that technicians can select when submitting a change (as per the attachment). I'd like only the 'submit to change' field available for selection within the status drop down. Does anyone know if this is possible please?
Service Desk Plus integration with Microsoft CRM
Hi, Has anyone managed to integrate SDP with Microsoft CRM? I understand this can be done via API but i have no skills or time to do this. Can anyone recomend a third party to enable this integration as I know Manage Engine have a lot of software partners? Any help would be appreciated. Thanks Rich
Survey
Hi, We want to know if there are any options/plans to enable us to further customize the Survey that is sent out after a requester's call is resolved. The current options are limited, we feel that if we have the option to add eg. a smiley face for a happy customer, or even a custom company logo it would encourage more people to complete the survey . Any suggestions or plans for customizing in future? Thanks.
Technician assignment
Hello, I think it would be helpfull to add a feature that makes it possible for a technician to assign a a ticket to himself. We prevent the action to assign tickets to other agents, but we like technicians to only be able to assing himself. So you can't "give" but only "take" a ticket. It seems that the puck up disappears when the assign technician is turned off.
What is the difference between ServiceDesk Plus and MSP?
I'm trying to figure out which product is right for my company. We have two IT team within our company. First team supports our internal employees and 2nd team support our external clients. Does Plus support multiple accounts or will I need MSP?
ServiceDesk Plus - Report to view Incident History
Hi, I need the query to view Incident History. I also need a query to get the amount of time spent by each technician for an incident that has been reassigned one or more times. Thank you in advance. Steven
Can each site have their own signature on automated e-mail?
We are based in South Africa and have our colleauges based in Brazil set up as a different Site. Can each site have their own signature on the automated e-mail that a user receives as soon as a call is logged? I can only get the signatures set up on "replies".
Custom Script
I have created a custom script to trigger on submission to replace the subject with 2 custom fields. Everything is working, but how do I modify the format of the date to mm/dd/yyyy? Custom Script: var x=$CS.getValue("ServiceReq_15001_UDF_CHAR1"); var y=$CS.getValue("GUDF_DATE1"); var new_subject='NEW: ' + x + ' - ' + y; if($CS.isFormSubmit()){ $CS.setValue("SUBJECT",new_subject); } Subject: NEW: Howard Stern - Fri Aug 25 2017 17:00:00 GMT-0400 (Eastern Daylight Time) Thanks in advance
Password Problem
I forgot the password to my school account. Is there any default password or a way i can login without my password
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