Topic list disappear by IE11 SDP9206
Hello, I update SDP from 9121 to 9200 and 9206. Solutions Tab Topic List disappear by IE11. Solutions Tab Topic List appear by Firefox 44.0.2 Could you please teach me about setting IE11 to appear Topic List. thanks Mitsutoshi.
display the name of approver
Hi, There's the email address of approver in the request 'approvals' tab. How can we display the name of approver ?
REST API for Solutions
Could you add a REST API for Solutions? Get solution by ID Search in solutions (by title, by tags, by author, by add date, etc.) Add a new solution Edit the solution etc. Regards, Dimitri
Recurring Incident Triggers Problem
Dear ServiceDesk Plus Team, Hope you are doing well. Can a recurring incident automatically trigger the creation of a new problem with the same title? If yes, how can we do so? Thank you in advance and have a great day. Regards, Ahmad
Add to Junk Sender Quick Action
I know of the spam filter. A better way would be a quick action to delete the ticket and add the sender to the block list.
Form: Save and return
As we ramp up our entire Enterprise Operations team with ServiceDesk, a request came up from our HR department when submitting forms. In this case we have a Recruitment form that Managers complete and submit to HR. Most of the time the Managers have a partial idea of the activities, budget, and responsibilities of the new position but still have some outstanding questions. They prefer to get the process started and submit an initial paper request to HR to begin the formal approval process. Now with
Automatic Close - Open Request Link
Hi Dear , I have many requests from customers about the mecahnisem of Automatic Request Close . currently when the Technician Resolve the request , an email will be sent to the Requester asking him to either Click the Link to Close the Request or reply to reopn the request. The problem is the Requester used to reply with "Thank you" email to this notification email , which cause the Request to be opened again. The customers ask if it's possible to have another link to allow the Requester from re-oppening
SPD notifcation rules mail bounce between two SDP setups
Hi, We have a problem where both we and a supplier to us use SDP. What happens when one of us sends a notification where the subject contains ##caseidnumber##, it will interpret it as belong to a previous case in either installation of SDP. It may also bounce back and forth, creating a new case each time for all eternity till we shut down the notification rule not to send a notification if a new request is created. Somehow, it doesn't look like the Junk Notification filter is working even though
Urgent - Unable to find requester
Hi, We are trying to search for a requester to convert them in to a technician, however I am unable to find them in Admin > Users > Requesters list. I always search for them by surname, but that does not return the right person. I have also looked through all the requesters we have under the M, but they do not appear. I can log a ticket under their name as a requester, so they appear to have been imported from AD and have even double checked to ensure they are not already a technician. I have tried
Please allow the ability to re-order fields inline
It would be good as we build forms to be able to reorder items as needed. The most common need might be to sort alphabetically. As an example in the image below. Often if we add more to a list we need to start over. Or if this ability is available...I confess I have not found it.
Error java / restoring data
Hi guys, I got the problem below when i try to make a restore of database in ubuntu server. INFO: Going to reset rootDir using server.dir Exception in thread "main" java.awt.HeadlessException: No X11 DISPLAY variable was set, but this program performed an operation which requires it. at java.awt.GraphicsEnvironment.checkHeadless(Unknown Source) at java.awt.Window.<init>(Unknown Source) at java.awt.Frame.<init>(Unknown Source) at java.awt.Frame.<init>(Unknown Source)
When updating a request with a resolution, status does not change
Hello, Recently I have noticed that while attempting to resolve several requests, when I enter a resolution and select the status change to be "Resolved" that the entry is saved, however the status remains open. I must then, edit the request and change the status to resolved again for the action to take place. Perhaps this is only a case of me being impatient? The next time I notice this, I will wait to see if the status changes. I haven't noticed this happening before. The request history for
Report to include most recent conversation?
9.0 Build 9039 on PostgreSQL I've created a custom report showing all open tickets and included a few relevant fields; this works fine. The report is used in weekly helpdesk status meetings. However, I don't see a way in the GUI to select something like the most recent non-System conversation. That information would be helpful to be able to show what the most recent activity was on the ticket. That way in one report I could have RequestID, RequestMode, Requester, Subject, Description, Request
Unable to Change as Technician for requester after AD import
When I go to the Edit Requester form for the person that needs to be a Technician I don't see the task labeled 'Change as Technician'. It's not under the Actions tab on the list view either. We are using ServiceDesk Plus MSP 9.0 build 9003 Thanks!
Import Vendor list
We have over 100 vendors on a spreadsheet. Is there any way to import this into SDPlus?
Conditional Change Approval for a Change Request?
Is it possible to have a change template that has a stage which includes the Service owner (populated from the owner in the service catalog) and, if that field is populated, to require approval from the owner within a stage? Thanks, Adam
Can't add multi user for chnage rules
Dear All Seeking your support to solve below issue as I can't add more than one user per change role (ChangeApprover /Line Manager/ ........) Product Name ManageEngine ServiceDesk Plus 9.2 , Build 9201 Database : MySQl
Linking the Change Module with incidents
Hello, Is there a way to integrate the original incident with its associated change, we need the status updated in the change to be also applied in the original ticket? Regards, Hana
Roles for Change Management
Dear all, Is it possible to assign Change Roles to non-technicians? We would like to provide a change request form for all users. therefore we want to enable that every user can open a change request. many thanks kind regards Sladjan
windows 10 agent SDP compatibility
Is Windows 10 compatible with SDP because when i want to install the agent it shows an error
Query report that combines Problem and Request fields
Hi, We need to create a report that returns Problem and Request data based on the status of either being equal to a common status value. Is this possible? I've tried to write my own solution, which seems to logically work, but throws an error when trying to run - is it possible for an expert to troubleshoot for me or advise if what I'm trying to do is not possible? I've seen no examples anywhere where Problem and Request data are returned in the one report. The query follows: SELECT "prob"."PROBLEMID",
Create a report for worklog from last week
Hi, I try to create a report where it sums the worklog from all modules for this week so it shows likewise as attached picture without the status so it only shows the total time the technican have logged the week. We are using Version 9.2 Build 9205 PGSQL
Upgraded to 9.2 Build 9205 and now get "An error has occurred" when closing tickets
This issue happens on just about every ticket closure.
Scanning Lexmark and Sharp Printers
When scanning Lexmark and Sharp Printers(many different models) using SNMP it does not retrieve the Device Serial Numbers and the CI Name from the Sharp Printers. Is there a way to get this information. It works for the HP printers we have. Here is a screen shot of 1 of the Lexmark and 1 of the Sharp printers we have. Thanks
Notifications tabs do not work
Hello, If we go to Admin -> Notification page, the tabs Request, Solution, Task, and Mobile Push Notification etc are visible but not clickable. Chrome, IE give an error when we click on them. See attachment for the error. Discription: Failed to load resource: the server responded with a status of 404 (/custom/scripts/CustomScripts.js) sd_setup.js?9109:13 Uncaught TypeError: Cannot set property 'className' of nullchangeNotificationTab @ sd_setup.js?9109:13(anonymous function) @ VM1334:1 We are currently
problemas con la notificacion de expiracion de clave
Hola, en el ultimo tiempo, los usuarios dejaron de recibir la notificacion que la clave vence en el tiempo proximo. He revisado la configuracion del mensaje (a los usuarios), pero no veo ninguna falla. agradecido desde ya por vuestra ayuda. Daniel
Problems with service requests in certain Services
Unable to create service requests in 2 certain Services. Other Services are working. Support file attached. Problem occured after update to 9204 from 9114 - as required 3 stage update.
Portal Usage Section - What do you use it for?
I'm trying to figure out the best use of the 'Portal Usage Section' on the right side of the Requester's home page. My initial thought is to include links to documentation about SDP or links to forms that are not integrated with SDP. Has anyone found an effective use case for this section? -Brandon
How can migrate from MYSQL to POSTGRES?
Dear Team, We are using the build 8.1 of service desk plus with MYSQL database. Today i downloaded the latest version of SDP 9.2 for trial purpose which is having only POSTGRES & MSSQL type of database. So if we plan to upgrade the SDP to 9.2 then what about database restore?? How is it possible. Regards Prashant Mangal
Mail forward option for the requester
Hi, A customer has a need to forward an email to other user from the same ticket, but I think it is not possible. What could be included in the future roadmap? Thanks and regards
Sites with associated requesters / Technicians
Hi, We have an issue with the number of sites that are imported from AD, some of them are typo's that should not exist. I am trying to cleanse them, however in order to get it to be permanently deleted and not re-imported every evening, I would need to know where the information is being pulled from. So is there a query that could be run to a) show me all the sites that i can easily export to excel and b) show me which account the site is being pulled from? Thanks Lynne
Noob question about adding products (and types)
Hello, I have a non-IT asset that I need to manage with SDP. It's a fuel system comprised of pumps, control boxes (with IPs), filters (consumables), FOBs, and management software. I'd like to enter as much info into SDP as possible, but I'm not quite sure the "proper" way to classify these things. I've added a product type called "fuel system", with subsequent components (pumps, filters, etc), but I'm having an issue with adding the key FOBs. The FOBs are purchased in a box of 10, which has a product
Assigning tasks
We have some templates that have up to 15 tasks associated. Based on various criteria the tasks are handled by different . Anybody know of a way to "grab" 7 or 8 tasks and assign them to one person? .. Now you need to click on the tasks, drop down the tech list, select the tech and then apply .. I can select and close or delete all the tasks at once .. but assigning to a person has to be done one at a time
Network share in file attachment path
Hi, I try to use a network path in file attachment path, but always get errormessage "sdp.settings.filePathExists.error.msg". Tried with "\\serverip\share" and "X:\folder". I can access both these ways from Windows. Trying on ServiceDesk Plus 9.2 build 9202. Any idea what's wrong?
Importing MS Project files
We recently upgraded to Build 9200 then to 9203 nd 9204. While I welcome the improvements and the many bug fixes included in this upgrade, I have 1 disappointment: importing MS Project files. I downloaded nad inmported the sample MS Project file on the Import projects from MS Projects page and successfully imported that project file. But when I tried to import a MS Project 2013 Standard project file, it fails with this error: Only MPP files can be imported. The file I tried to import has the MPP
Create a Request by executing a script in Custom Triggers
Hello Is it possible to create a new request by executing a script in Custom Triggers? I'd like to create another request if the user chooses a specific value in an additional pickup field. Regards, Markus
Backslash being removed from Request notes (SD+ version 9.2 build 9204)
Our company has recently upgraded to version 9.2 9204 and we have found that backslash characters (\) are removed from the Request Notes when they are edited. To replicate: - Add a Note to a Request (e.g. C:\Temp\testfile.txt) - Click "Edit Notes". The backslash character will have been removed. Is there a fix available for this issue?
Emailed Request - Assigning a group based on users site
We are fairly new to this and one of our sister sites has been using the software for over a year now. here is what I am trying to do: Currnelty there is on email address the is site specific to our sister company, we are trying to come up with a generic email that users and add requests with though. The current Automated Business rule looks at the specific email address being sent in to assign a default group. I am trying to create a default business rule that would assign a group based on the
restrict delete tasks
how can i restrict that the thecnician delete task when the task in not linked to a request, i already restrict that in the role but did not work in the task section. Below is the section that you all can delete the task
How can we add field in multiple templates at a time?
Hi, 9.0 SDP 9048 PGSQL We have more than 500 templates. our customer placed a requirement that a new field named "Actual Request Time (Date & time filed)" need to be incorporated in all 500 templates. is there any way (Using query or other way) to add this field in 500 templates at a time? as you know, it is very time consuming and hassle to add this field manually. Mohammad Golam Rabbany Proud Customer of MESDP
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