Resize Description field box in Request Catalog Templates
I have created a number of templates in the Request Catalog for our users to use to open requests. In those templates, I would like to resize the Description field to be smaller so that the Add Request button comes up and can be seen without scrolling down. Can you tell me how to do this? Leslie
Create custom field question
Hello, I was wondering if its possible to create an incident custom field that will list all requesters in a certain user/support group? Then we can scroll down and choose the requesters name. Is this possible? Thanks, Scott
How to edit/delete the existing questions list.......
When I add resource, I can add my own question or use one from existing. My question is how do I edit/delete what is in the list? Additionally, When I create a drop down or checkbox question, how do I re-arrange the choices I put in? I looked and could not find answers to these two questions. Thanks, ~B
New Version of SDP and Desktop Central - Application Merge
For whatever reason I was updating desktop central incorrectly and it stated that SDP was installed and that I should install Desktop Central into the same folder for tighter integration. I have an old school installation with a few years of data and tweaks, but Desktop Central integration has always been a little sketchy, so the thought of better integration sounds great. The problem is that I currently have SDP and Desktop Central on a server in separate folders not integrated. I set up a new server
Additional multiline field
I want an additional multiline textfield but with more then 2 lines. I need a textbox like the description of the case. Is there a possibility to insert such a field?
Variable operational hours for help desk during weekend work days
Our help desk operational hours are reduced during weekend working days (similar to adventnet help desk coverage). However in the Configuration Wizard of SDP, I am unable to configure different operational hours for friday, saturday and sunday.
Cascading Field Values from CMDB Relationship
Is it possible to have field values populated based on the relationship in the CMDB? For example, a new employee is starting in an Accounting role. That role requires access to application A, B, and C. When the request is created and the role is set to Accounting, another field (preferably a pick list field) would populate with application A, B, and C. Then the requester and technician will know what application access the new employee needs setup. I want to avoid manually entering the values for
Open Tickets by Day report (Schedule by technician)
I would like to create the following report, and schedule it weekly. Is it possible to run it by individual technician name, so I can schedule a report for each tech to receive? select wo.WORKORDERID"Request ID", qd.QUEUENAME "Group", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) "Created Time", DATEDIFF(day, dateadd(s,datediff(s,GETUTCDATE() ,getdate()) +(wo.createdtime/1000),'1970-01-01 00:00:00'),GETDATE()) "Days open" FROM
You can not open the default template cases from
I perform the query because I can not make opening incidents from web. Opening can only be made via mail in my ServiceDeskPlus I have done actions: - It created a new templates - A profile is created with all permits and technicians are assigned - New technicians were created If anyone has a solution, I appreciate the comments.
Merged Requests
Dear, I am looking for a way to easily view the merged requests, I've searched the forums, manual etc. though it seems there is no way to do other than reports. By policy, the closing rules are marked for technician, so no request can be closed unless the request is assigned. However, if you can't quickly search for a merged request, we would rather not merge, and if we don't we end up with quite a few duplicates going in tech. reports(which produces in accurate results, and an unfair report). Sincerely.
Cannot get a URL or email link in the description.
9.2 Build 9209 Description is in rich text format. When I insert a URL into the description on a service catalog template, it looks like it is doing it properly, but the underlined blue link it creates does not do anything when hovering(change to a hand) or clicking on it(goes to the link).
Removing Service Fields
Good day, I have created some Custom Service Fields in the Service Catalog's Form Designer. How do I delete these fields? Not from the form, I can do that but from the Field Chooser. I like the data and database to remain clean and want to delete fields that are no longer needed or relevant. Thanks,
Talk ITSM: Free ServiceDesk Plus training series | July
A completely free, 3-part webinar series that will help you get hands-on with the different modules of ServiceDesk Plus. Attend the complete series to optimise your IT help desk operations. Register just once to enroll in the 3 parts, scheduled for the 12th, 19th, and 26th of June in three different time zones. We'll send you separate links to join the sessions before the scheduled date. Part 1: Getting started with ServiceDesk Plus About: Broad overview of the product and basic helpdesk configurations.
Unable to add software with similar name
I am having an issue with adding a new software that has a similar name to another software. The applications are called NetSupport School and NetSupport Notify. I was able to add NetSupport School, but when I try to add NetSupport Notify, it says that the software already exists. They are two separate applications and I should be able to enter them separately.
Locating Service Catalog
I'm looking for a service catalog item I believe. Something someone created and I would like to remove it. I can't seem to locate it. Is there a search that I can perform to locate this item. It is called Employee-Add
Search asset history / include asset history in searches
Hi How do I include asset history when seaching assets for a user name? Or to put it another way, how do I search asset history records for a user name? Obviously you need to know who had something and when as well as who has it now, but if you don't know what they had only that they had something, you need to include asset history in searches. Many thanks
Requests opened my me view for technicians
Hi, In our company, technicians also create requests sometimes. I want to create a custom public view as "Requests Created by Me" for technicians. But I don't want each technician typing technician name and creating a private view for them. As I told, it needs to be public view and apply any technician. It is present for end-users (requesters), but not technicians. Thanks
Report to show requests per hour of the day
I need a report to show requests per hour of the day for a filtered date range. So I can ensure that I have adequate technicians available during the day. E.g. 24 columns (1 for each hour of the day) showing total requests made and the ability to filter for the previous month or any date range.
Report showing hard drive usage
I would like to create a report that shows each laptop, the total hard drive size and the amount used. I'm changing our computer standard to SSD and could use this information to decide what size SSD drives to purchase.
REPORT: Counts of tickets based on highest priority set (ie priority history)
Our ticket handling strategy allows priority to be changed over the lifecycle of a ticket (example: moving a ticket from Critical to High). I would like a report that shows the highest priority setting applied to our tickets (incident and service requests). Example: TICKET --- HIGHEST PRIORITY SET --- SUBJECT --- DESCRIPTION --- ETC... Ticket123 --- Critical --- Broken printer --- Printer1 is not working --- Ticket23 --- High --- Upgraded monitor request --- I need a bigger monitor --- Ticket43
Pop-up on field date
Hi experts, I'm using SDP 9118. I'm trying to set a control on a custom date field: I want that a pop-up (or another generic message) appears when the field is populated with a value > now+90 days. I tried using business rules, but I think is not possible. Any ideas? Best regards, Sutot
how to replace logo at PO
would like to know, how to replace logo at PO template we would like to use our company logo instead of the existing default logo
Assign Technicians to tickets based on time of entering technicians to the office
Hi Dears in my transport department i need to assign tickets to my drivers based on time of they enter to the office and when they go out for the service they have to delete automatically from the technicians list and when they come back they have to added at the end of the list of technicians. I have about 100 technician at all but every they just about 50 of them will come to office and i want to check them with the time of entering.after they come back from the service the time of closing their
License Allocation Problem (number of installs stated != number of installs listed) [SOLVED] [FIXED]
There is a problem that we have been facing with the ServiceDesk Plus system for a few days now. We have been unable to allocate licenses, that we have purchased, to a machine that has the software installed on it. The software shows up as "Underlicensed" and states that 3 installations are "Unlicensed". We have 175 additional licenses that we can apply to these installations, but when attempting to view these Unlicensed installations, nothing is listed. We are using Version 9.1 Build 9105
Mobile app compatibility
Hello: Are the Iphone and Android applications compatible with ServiceDesk build 9035.... Thx Kristen
Requester Edit Service Request
We have service request template for new employee requests, i have fields such as start date that may change as time goes on. When the requester (HR) goes back in to the request they cannot edit these fields and there is no way for this to happen unless they reply and I update it. Is this by design?
Service Catalog
We're currently using Service Catalog to request purchases order requests and track them through purchase orders. Is there a way to turn a regular email request into a service catalog request. e.g. User emails they'd like to order a PC it creates a Servicedesk request. This should be a Service catalog request. How can we change this to a catalog request for a purchase
Edit Survey Responses
We had a user that must not have been paying attention and selected Very Dissatisfied instead of Very Satisfied on her survey about a request. Is there a way to edit the responses to correctly reflect how she wanted to answer? Or is there a way to just remove the incorrect survey?
Choosing the right DataBase
Hi, We have na instalation and we use every ServiceDesk modules. We have 8,000 assets in inventory, nearly 90 technicians, about 92710 tickets were registered in 2 years and our databese is MSSQL . Now we want to make big changes and we are willing to do a fresh install and I need help to answer the question : What is the advantage of using the diferent databeses with servicedesk (Postgres, MSSQL or MySQL)?
Workstation scan
Hello, There is a problem, after the removal of the workstation of assets, it is not re-scanned. Can I fix it? Thanks.
Cannot update properly
I ran the Update Manager from within the program. It updated (supposedly). I then start the service and login. I go to Help and check my version and it says I'm at 9216 but should be 9217 What I am trying to do is transfer the data from another server which does display as 9217 and available is the same. How can I change the 9216 to read correctly as 9217. I did try again but it says its already updated. I then tried to restore the data and it never completes. Says: Unable to restore database .\server\default\conf\snmpconfigurations.xml
SLA Problem
Hi My SDP Build number is 9049. i want SLA for change my technician to more than one technician for example in step one, if technician cant do the request or don't do any thing about this request (for example after 5 hours) the technician change to another one and in step 2 if second technician do nothing (for example after 3 hours) the technician change again to new one and do this for 4 step, until request goes to last technician that he/she is manager of all technicians. when i want to use SLA
Page Isn't working
Hi Dears In the user groups when i set more than about 25 requester to the user group,the preview doesnt work and show me Page doesnt work instead of showing list of users. How i can solve this issue? is it my problem and i have to use more than one user group or its a public problem from servicedesk plus? Thanx
Limiting the number of requests 'In Progress'
We have just recently added Field and Form rules to our Manage Engine incident templates to allow that when a technician picks up a request, the status of the job is automatically set to 'In Progress'. However this is leading to staff having multiple 'In Progress' requests in their name, rather than placing a request 'On Hold' before moving onto another request. I currently have some technicians with 20 requests assigned to them, all showing the status as 'In Progress', I want to limit that if possible
Talk ITSM | ServiceDesk Plus webinar series
A completely free, 3-part webinar series that will help you get hands-on with the different modules of ServiceDesk Plus. Attend the complete series to optimise your IT help desk operations. Register just once to enroll in the 3 parts, scheduled for the 14th, 21st, and 28th of June in three different time zones. We'll send you separate links to join the sessions before the scheduled date. Part 1: Getting started with ServiceDesk Plus About: Broad overview of the product and basic helpdesk challenges.
Custom Scripts for Rules on Request Templates
I see that there are some examples of scripts when you go to create a template. Are there more that what are listed? This is what I want to do. Create a template with a custom drop down menu. For this example lets say AirWatch. Once you pick AirWatch it will auto pick the build in Category to "Server Software" and Sub Category "AirWatch" How would I do this? I can use the built in script to see the "custom drop down menu item but the action to change the two categories isn't listed.
Add task via API
Hi guys, How can we add task via API? We can not find the documents about task API.
Technician Email replies appear as Anonymous?
We have an odd situation here ( SDP 9.2 Build 9204) We have multiple technicians who are working fine. We have a single tech who is exhibiting weird behaviour. 1. Requestor creates a new ticket 2. SDP notifies Requestor of new Ticket creation by email 3. Ticket is assigned to Technician 4. Technician is notified by email about ticket Assignment 5. Technician replies to the Email Notification *by email* 6. SDP shows the email in the ticket as 'Anonymous User' rather than 'Technician', and the message
REST API-How to hangup a request
i create a requesttemplate have 4 status ,one of status is hangup i try to editing status of the request ,but the response is <operation name="EDIT_REQUEST"><result><status>Failed</status><message>Error when editing request details - Exception while updating Workorder. null</message></result></operation>
Importing requestors from AD where it was previously disabled
I am looking at re-enabling the AD import feature in SDP. We disabled it a while ago (years ago) because of some issues we've had with it. Since then, we've been adding requestors manually. I would like to re-enable this feature. I would like to know what exactly would happen with our existing requestors. How does SDP compare existing requestors with users in AD? Is it strictly by username? And how is the site mapped? Is it by a specified AD field? Thanks!
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