technical home is customizable
You can customize the Home of the technicians? Why I would like to modify the section "My activities" with "my activities" and "Activities of the group", do you think it is possible to make such a change? Thanks so much
Scan Agent when Lock and unlock Systems
Hi Dears I set servicedesk plus script for scan changes of systems when system locked in or loge in,(because of security reasons. i would know witch user is using system when somethings happend) but when i lock and unlock immediatly system for times, just one time this script would run.is this script has time out?if yes how i can disable this time out? i need to run this script every time that system is locked in or loged in. im using servicedesk plus version 9.1.MSSQL so thanx
Error occured while importing project
We've tried to import projects via the "Import MS Project" button from the "Projects" tab and receive the following error: We tried importing our own projects and as you can see in the above, the sample project provided with Service Desk Plus as well with no success. MSSQL Build 9232
report elapsed time
how to create a report on unassigned requests for more than 20 minutes?
ServiceDesk Plus License
I have 5 free technicians license and I bought 5 additional technicians, totally I have 10 technicians (already used 9 techs), when I renew the license in the second year, I got only 5 technicians (9 used). How about 4 other techs, it's can still login as tech or not?
Adding menus to SD+
Hi there, I am reading through the Admin Guide for SD+ but I'm still not clear how to add additional drop-down menus as it is not very clearly specified in the guide. Basically, in our current setup (which we are developing), we only have the one drop-down menu yet the admin guide shows multiple menus with additional options. Is there an up-to-date user guide that describes how to add these (see below screenshots)
Solutions in Self-Service Portal
Hi all, In the Solutions section of the Self-Service Portal there is a 'Topics' tree down the left hand side and there is also a series of headings in the right-hand pane (see below screenshots). I don't want these to be visible to end-users as it is not necessary for them to see these. I just want a simple layout that shows a search box and the solutions listed underneath. How do I remove/hide these features?
project notification
hello, i add new taks in projects. task owner is technican but he doesnt receive any notification on meil from service desk. how turn it on ?
Change $TicketOwner variable? Priority 1 workflow issues.
I'd like to know if it's possible to change the $TicketOwner variable in SLA's to be something like $SupportGroup. I know this is not possible through standard configurations but would like to know if we can change a config file on the back end of the application to achieve this. The problem we currently have with notifications is our Priority field is hidden from the request and they submit a ticket i.e. "E-mail having issues". The support groups would receive the notification seeing e-mail is having
Edit Task via REST API
Hello- I need to edit an existing task via the REST API. Is there an online reference to the SDP REST API Version 2? Or, can you provide feedback on the snippet below? Public Sub test_edit_task() Dim objHTTP As New MSXML2.ServerXMLHTTP Dim URL As String Dim body As String Set objHTTP = CreateObject("MSXML2.ServerXMLHTTP") URL = "http://localhost:8080/sdpapiv2/tasks/25051?TECHNICIAN_KEY=A3514EB6-0B6A-463E-A145-7609FECF5EDC" body = "INPUT_DATA=" & "{""task"":{""title"":""Sample
Project Report Request
I need a report that displays the following and I don't see the italics item below as a field option in the Wizard MSSQL / SD 9.1 9103 Project ID Project Title Project Type Site Owner Members List (From Members Tab)- Need to show who is involved on the report Priority Status Created Date Schedule Start Schedule End Actual Start Actual End
Preventive Maintenance Scheduling
Hi, Is there any way to schedule a task\check to be created every Monday of a month ? we can do the first day of the month but we have a process that needs to run every 1st Monday...... Any ideas without creating these all in advance as one offs ? Regards Andrew
Cannot create new Incidents after upgrade to 9.3 version
Hi There I have upgraded to the latest version (9.3) and now, every time when i want to create an incident manually the page is not loading. I have tried different browser/OS still same thing. I have upgraded this on our test environment and that issue is not there.
not able to change serverity of ticket
Hi, I am not able to change the severity of ticket assigned to a user in group same as of mine. We are 5 users in the same group.
Business Rules Not Executing
I am attempting to use business rules to assign newly created requests to specific technicians based on site and category. None of the new requests are being assigned to any technicians. All requesters are assigned a site and department. Category is a required field in the default incident template. The only incident template is the default incident template. There are four sites. Every site has only one business rule. All four business rules have "Execute when a request is Created, Any Time"
Reporting
Hi, Is there any way to get a report of all the categories, sub categories and items ? A
Database Password of My SQL in SDP
Hi Team, I have recently deployed the Manage Engine Service Desk Plus on my PC with option as MySQL database. So can u please tell the default username & password of database created in it. I need the same to trace out the DB from there. Regards Prashant Mangal
Change default font on reply
Hi there, could someone please advise how we change the default font when clicking on reply to a ticket in the system. We would like to default to Arial 10 but just now its on another font. I have managed to change our default font for the signature to Arial 10 which works fine.
LDAP sync with AD
Hi there, we are setting up the ticketing system and have imported the users from AD but noticed that the Site field has not populated with anything. We would like to populate the Site field with the City details from Active Directory user accounts, could please advise and help on how to acheive this. Thanks
Incidents and Tasks
In our implementation of tasks, having one incident spawn multiple tasks, we've noticed that a number of times an incident will get resolved but the task itself stays unresolved/incomplete. I'd like to know if it's possible to do either of the following - #1 - Prevent an incident from being able to be resolved if the tasks for the ticket are not completed. -OR- #2 - Automatically mark tasks as resolved if the incident itself is resolved.
integration with Zoho CRM
Hello, any plans concerne the integration between service desk plus and Zoho CRM ? thanks you
How to prevent closing requests that are based on the Default Request template?
Hello, Is it possible to use Field & Form Rules to prevent technicians from closing a request that is based on the Default Request template? We need to make sure the requests are based on the specific templates we created so that the reports contain all required data. Best regards, Demetrius
Feature Request- Change Field Types
1) Are there plans to bring the new field types (Multi-Select, etc) to the other modules like Change Management? 2) We could use more fields in Change also..
Contracts: Link to Site
It would be nice to be able to link a Contract to a Site, so that technicians can only see the contracts that are in their scope / regional perimeter. Antoine
Feature Request: Add roles as a filter to User Groups/Send notifications to an User Group
Two part request: 1. The ability to filter and create a group based on roles (i.e.: all SD techs, Service Approvers, etc..). This comes in handy if we have roles assigned throughout the organization where a filter by title, department, or site is to broad 2. The ability to send announcements to specific users groups. Right now the only option is email which is useless when you would like to share an announcement with the organization. Instead if the ability to email to an User group is added, we
Does archiving reduce backup time?
I find that backing up the database before applying software updates takes longer and longer, the longer we use ServiceDesk (due to database growth; our requesters often include attachments). I'm curious whether the backup time is reduced after you archive old requests using General --> Data Archiving. Can anyone who has archived before comment? Thank you!
how to extract Reprt on "time taken to resolve a ticket "
hi team, I need to get a report on how much time a technician takes to resolve a ticket. plss help me with this report
Asset Scan failing on multiple workstations
We seem to be having issues scanning workstations in the past few weeks. Happens if we use the agent or don't, we just get a 'General failure when performing the operation'. It seems to have started happening around the time we upgraded to 9236.
Can requester deny resolved ticket ?
Hello, when technician resolves the ticket, requester gets the notification to close it. There is only one option available which is 'Close'. What to do if he doesn't agree with resolution and want to reject it and put it back in Open state ? Thanks!
Approval Page Update
It would be nice if on the approval page where you click on approve or reject, etc if any other previous or next stage approvals on the ticket or change were listed and their status in addition to the details that are already present
Rest API for CSV Requester Import
Hi, For various reasons, we can't use AD sync for our users. As an alternative, we've been using a CSV import. Is there any way to automate this? I found where I can use rest api to create requesters, but I can't use it to add login name/domain information. Has anybody had any success in something like this? Currrently, we're having to build a csv, then manually import users every morning. Ideally, I'd like rest api to be able to import a requester with: Display Name First Name
Creating Fields and sub fields from CSV file
Hi I would like to create a new field and sub field for use with service catalog forms. The first field will have 30 items and based on the first selection a customer will be able to select from 30 fields in the sub field. Is there any way to import the fields and sub fields from a csv file ?
Set a requester default asset
Hi, We have several assets (laptop, mobile phone, tablet etc) assigned to a requester. Can we set a specific asset as a default asset for this requester? if yes, how? How to automatically associate the default asset to tickets (incident/request) log by a requester? Currently we have to manually select the asset from the asset list. Thanks, Wang
migrating DB from PGP to
Hi i have on my system the PG DB and i would like to convert it to SQL how can i do it ? thanks TK
Backup File Not Found
When viewing the status of backups, a message "file not found" is listed. When I go to the backup location, the backup file is there.
Preventive Maintenance Tasks
Hi, Is there a report that can show all the Preventive Maintenance Checks and Task inc the Description ? Any help would be appreciated. I found one from the forums but it's not giving the description. Andrew
Error in the DB ???
Hi i am getting thie error more then once , what can i do /?
Field vs Resource Info
Hi, How come you can paste a list into a Field,but you can't into a Resource Info entry without it moving it to horizontal ? I understand there is a limit to the number of fields so we have aimed to use all our templates Requests with Resource Info items but was wondering if there are plans to give these the same ability (multi-Line Text Field) as fields when it comes to accepting data ? FIELD 1 2 3 4 5 6 RESOURCE INFO 1 2 3 4 5 6 Andrew
Service Catalog - Approval link variable
Hi what is the variable for a link to action a service request ? I have deleted it from approval mail message template :(
Problem with renew ServiceDesk Plus Free Edition license
Hello, Can I renew our ServiceDesk Plus Free Edition license? How can I do it? I cannot do this from SDP start page:
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