End user survey
I would like to advice about the end user survey.if a user gives a rating of "1 - Poor", I wants to provided another page for asking which service type (checkbox selected) and text box for them to lodge thier complaint. If there is not, is there something to be sending a survey from a different site or another option? Thank you so much
Template categories
Hi, As a requester how do I access this? As a Technician how are templates categorised ? (embedded image below)
Add Link in Email for User to Change Priority
I am wondering if there is a way to have a link in the email when a user emails the helpdesk and a new ticket opens to link back to the case where they can update the status? We have a lot of users that email the helpdesk and they get the priority of normal but I would like to be able to link to their case so they can update the status. Is this possible?
Got an error without settings..
Email is received from a new mail id. Configuration is set as NOT to receive email from new email addresses. Hence going to drop this email. Content of the mail. From Address : [ email ID] ..... Hi All, I got above error while checking system logs and need resolution on this. I have not set any rules for external email block. - RR
Notification Bug
We are using 9.3 Build 9304. When resolving a ticket, if any compulsary fields are missing the ticket remains Open, but if you then go back and fill these in and then try to Resolve the ticket again, the Resolution notification email is not sent to the user.
Where does the time used in time stamp of email response in Service Desk Come from
I have one technician who when he replies back to email in a ticket the time stamp is one hour off. I have confirmed that the time is correct on ticket creation, and when I reply back to email the time stamp is correct. Does this time stamp come from the local computer? His clock on his computer is correct, but could it be the time zone or daylight savings settings are throwing the time off? He is in the Eastern Standard time zone, same as I am.
HP laptop agents will not communicate with server properly
Hello. We have two models of HP laptops here at our company which will not communicate with the server. We can send an asset scan request to them however they will not return the request like they should. We cannot get the asset information from them that we need. All other models of laptop seem to be communicating normally. The models we are having problems with are the HP Probook 6560 and 6570. I haven't been able to get much help on this and need to get this resolved. Is there a setting on that
Project Milestone Comments
Hello, An employee has a project with multiple milestones. They have added comments to a milestone that they now cannot see. Their project role is Project Manager. It seems only Project Admins are able to view the comments they have added. Is this how this is supposed to work? Someone can add notes to a milestone on a project they own but won't be able to then see those comments unless their project role is Project Admin in the settings?
Backup Technician Assignment Failed or Overridden?
We have several business rules in effect, dictating that tickets with a certain category or subcategory be assigned to a specific technician, so that category X tickets go to tech A, category Y goes to tech B, and category Z goes to tech C. We also use the Scheduler to allow everyone to see when a particular tech is out, and for that tech to specify a backup so that all tickets will be assigned to someone else. I've seen occasions where this didn't seem to work, but didn't look into it. Today,
Can I create a script that updates the information of the assets that is in a table of another system.
I have a system which stores the inventory of computers, these computers have some configuration that the agent can not be installed and can not be analyzed through Service Desk Plus, but I need to create these assets in the SD database. can I create a script that updates the information of the assets that is in a table of another system? The first load I made it through an excel file but this is manual, I need a solution that can be scheduled to run once a week.
How to send an email notification to the technician when the request is overdue?
Can we set up SDP to send automatic email notifications to the technician when his/her tickets are overdue?
Cannot update additional asset details fields using API
I am trying to update an additional asset details field called "Room" and the description of an asset of type "Thin" named NX21655 by using the API. See XML below. The description is updated without any issues, but the field Room does not get updated. Why is that? <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Thin</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>NX21655</value> </parameter> </criteria>
Database restore issue
I am migrating from one server to another. I have build 9304 on the old server and now the new server. The old server uses MySQL so I have installed MySQL on the new server. I have changed the DB on the new server to MySQL and all works ok I have created backup of the old server data and copied it to the new server I restore the data and eventually get an error Unable to resotre database ; null, message from server: "Data too long for column 'DESCRIPTION' at row 1" can you help me solve this? thanks
How about a way to reject messages if there is anyone but the various registered service desk email addresses in the to or cc field?
Team, We try to instruct our users to stop cc'ing people on tickets, but it's a tough sell... I'd love to be able to reject service requests if they have more than one recipient (that recipient being one of my registered service desk emails) AND I'd like to have an auto-generated message explaining, using my preferred wording, that the email has been rejected. This would really make the product stand out from your competitors. -Adam
Service Catalog Custom Trigger
Howdy, Is there any way to use custom triggers with service requests? We have some automation scripts that we'd like to apply when certain requests are created, but I can't see a way to make them kick off with service requests.
Reset administrator password for SDP 9.3
Hi, I share this new query that you have to launch if you wanna reset administrator password in SDP 9.3 or above Query update AaaPassword set password='$2a$12$fZUC9IK8E/AwtCxMKnCfiu830qUyYB/JRhWpi2k1vgWLC6iLFAgxa', SALT='$2a$12$fZUC9IK8E/AwtCxMKnCfiu' where password_id in (select ap.password_id from aaaaccpassword ap left join aaaaccount ac on ac.account_id=ap.account_id left join aaalogin al on al.login_id=ac.login_id where al.login_id=xx); Replace xx with the login id of the user. password: admin
Can a user change a ticket priority after they created it in the Self-Service Portal
Can a user change a ticket priority after they created it in the Self-Service Portal?
REST API - Get all open items associated with tech.
I couldn't find any options in the REST API for getting information regarding a technician and open/closed assigned tickets. Thoughts? If there doesn't exist an option how would I go about extending this to another application? Thanks!
Fix for sorting PO by PO number
Dear SDP Team, Can we please have a fix for the sorting of the PO Number column. It sorts alphanumerically rather than numerically. The numeric search is the easiest way to quickly find the newest request. Right now, my sort result shows 10 100 101 102 103 104 105 106 107 108 109 11 110 111 ... This request has been outstanding for some time. Thanks, Adam
Script fails when AD USER has an apostrophe in name ex. abc ' D slva
Script fails when AD USER has an apostrophe in name ex. abc ' D slva Action Executed is :sendmail notification to sap Message: Traceback (most recent call last): File "sendemail.py", line 62, in requestJson= getSDPJson(sys.argv[2]) File "sendemail.py", line 27, in getSDPJson data = json.load(data_file) File "C:\Python35-32\lib\json\__init__.py", line 268, in load parse_constant=parse_constant, object_pairs_hook=object_pairs_hook, **kw) File "C:\Python35-32\lib\json\__init__.py", line 319, in loads
Technician as an option for filter changes
Hello Team, We did have technician as one of the filed to filter changes in the past. This is not the situation any more. Is there a possibility to make it available ? Regards Solomon Ferns
SDP Worklog and Zoho Report showing different values
Hi - My SDP Worklogs and Zoho Reports are showing different data for the same intersections. Zoho is showing 1 hour while SDP Worklog is only showing 30 minutes. This seems to only happen when using half hour increments. Whole numbers seem to be fine. Please see attachments showing the discrepancies.
Why average values of helpdesk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem. Does that mean that ALL your technicians come up with a resolution in 5 hours? Not really. Let's consider a 2 person helpdesk team with Adam and John as the helpdesk technicians. Scenario 1- Adam resolves all requests within 4 hours (4 hour resolution
Service Desk+ Upgrade
Hi, We are currently on version 9241 and wish to upgrade to 9303. cant we go directly to 9303 or should we install the _9_2_0_SP-1_0_0.
Service Desk+ Capability
Hi, We wish to purchase 60 more licenses for our Finance department. We may be considering the option of adding 60 licenses to our existing setup (Enterprise Edition) which already has 158 technicians. Kindly advise if the system will be able to handle 60 more licenses or is it advisable to have a separate instance for our finance department. I would also like to understand what is the maximum capability that service desk+ can handle. Thanks in advance. P.S. Our finance teams requirement will
Survey: Are you ready for the future of ITSM?
We are collaborating with ITSM.tools to gain greater insight into whether ITSM professionals are ready for the future of ITSM. By taking a brief survey, you’ll be helping both yourself and your peers in determining what will be important going forward, and the ITSM industry’s level of future readiness. Please spare two minutes to share your views. Take the survey.
Agent scan failed frequently
Hi Support ##8040773## We are facing agent scan failed frequently, please kindly assist. The logs has uploaded as well.
Migrate from Linux-MySql to Windows-Microsoft SQL Server
Hi, I Have ME ServiceDesk Plus on Linux with MySql. I have to migrate it to Windows with Microsoft SQL Server. Thanks, Jimesh Makawana
Security on Tasks
Hi When I look at all tasks in Service Desk I can see tasks that are assigned to people in other groups. Is there a way to ensure that only tasks that are in my group are visible? Thanks!
How do I delete from CMDB
Hi I have a couple of orphan sites that only appear in my CMDB linked to phantom departments. I need to delete these but it shows they are linked to modules, which are the items in the CMDB. Can you delete from CMDB?
I need help to customise this report query
Hi, below is my report query and I need you to help add a line that adds up the total time spent on the request: SELECT wo.WORKORDERID AS "Request ID", wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", aau.FIRST_NAME AS "Requester", cd.CATEGORYNAME AS "Category", ti.FIRST_NAME AS "Assigned Technician", ct.TIMESPENT AS "Time Spent" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID LEFT JOIN ChargesTable ct ON wotoc.CHARGEID=ct.CHARGEID LEFT JOIN SDUser sdu
Purchase workflow prepaid scheme
Hello, can we use prepaid scheme of purchasing? How works Purchase Workflow now in SDP: Create PO>Submit Approval>Approved>Ordered>Recieved>Invoice received>Payment done>Closed PO How we need: Create PO>Submit Approval>Approved>Ordered>Invoice received>Payment done>Recieved goods>Closed PO Thanks in advance!
View All Notes by sending POST request over HTTPS protocol
Attached is the JAVA code written to fetch the notes by sending a POST request over HTTPS protocol but this program is throwing exception "Exception in thread "main" javax.net.ssl.SSLHandshakeException". Any suggestions?
Service Request SLA Query
Hi Team, We attended Manage Engine Seminar Last month & we ask on how to assign SLA for each Service Request (Category / Item wise) your staff has promised us that he will give us the query for this. It would be appreciated if you can provide the same. Thanks in advance
Migrated Linux to windows
Hi, We migrated our tool from linux to windows. authentication was changed from LDAP to AD but currently we unable to view the attachement it showing file not found Regards M.Ari
JRE upgrade is pending
I am facing problem of upgrading service desk when trying to select service pack and getting error " JRE upgrade pending start service desk service and try again" I tried to stop all services and start again also there is no other folder name Jre_old or Jre_new which can be renamed. how to resolve this issue?
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Associate to Site Not Found
Dears, kindly as per attached snapshot I can't found Associate to Site on list please advise my version is 9240 Best Regards, Mahmoud Nour
Display open tickets by Technician
Hi All, Currently trying to find a way to display tickets currently assigned to each techician, similar to the 'Requests by Category' widget.
Fetch mails every - Time
Hi, Is possible set the time in seconds in: Fetch mails every ? How can i set them? Thank you in advance!
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