Purchase Orders - Edit email template?
Hi How can I change the Purchase Order email notification templates to include the PO Name instead of the PO #? Many thanks, Paul
can work with intranet application web form?
Hi, I am creating add new user request form in our intranet website and would like to send that request to service desk plus to the admin. I am not sure how it can work , Any idea or example? Appreciate your help. Thanks
Extract incident templates to CSV
Hi, I want to review all our incident templates quickly (I was not involved with their creation hence why I want to do this the most effective way I can). Can an SQL query extract incident templates into a CSV with field names across the top in columns and their values listed in rows? Running MSSQL Your Version : 8.2.0 Build 8202
Request the ability to add / link to process documents
Hi I have been asked whether SD+ can have a link to / include attached process documents to each function. So, Requests tab would have a link to the Incident Management / Request Fulfilment processes, Problems, to Problem Management, etc so that people could easily access the documentation. Even a link to a particular Solutions document would suffice. Is that possible, or could it be added to the roadmap? Thanks guys James Gander Gander Service Management IT Operations and Service Management Consultancy
Technicians unable to view or use service catalog templates unless they are a part of the matching support group.
Each or our technicians gets associated with a support group/s that relates to the requests and incidents that they will be managing. This means they can see all the unassigned request for their support group. Each or the service and incident templates is associated with the support groups which relate to the request details. Technicians who are not in the same support group as the template are unable to see the template in the service catalog. Requesters are able to see all the templates without
Add Request Task via API
hello I have a problem with API and tasks.I want to add task via Rest API but I can not.how can I do it? I try it with below link http://localhost:8080/sdpapiv2/tasks?TECHNICIAN_KEY=C1FFF56A-BB4D-4FB5-AE82-5B7F5E3DAC46&INPUT_DATA={%22task%22:{%22title%22:%22sample1%22,%22status%22:{%20%22name%22:%20%22Open%22}}} is it true? I am in a rush.
Better Help Menu
Hello, the help link in the top, right-hand help menu just goes to a generic help website that seems to load slow for us. It would be nice if it offered an option for more specific help for the current page like help cards, but info on navigating the request list view page, adding projects, etc.
Is it possible to resize the "new incident" button on the home screen of the customer?
Hi all, My client need to resize the button "New incident" in the home screen of the customer view to make it more visible. Is it possible? What is the file(s) to modify? Thanks in advance. Rodrigo.
Change Subject Name Field for One Incident Template
Is there any way to change the subject field for a single incident template? I am working on a new hire form and I would like the "subject" field to read Employee Name instead of subject.
Group notification settings not saving
I'm having trouble with getting some group settings to save. I want to enable the e-mail notifications to technicians within a group when a new request is added, and also when a request is left unpicked in a group. But these changes will not save for any group except the default group. I get a notification that the changes saved successfully, but when I look at the group settings again, the changes are gone. I am on version 7.5.0, build 7504. If anyone has any ideas or has encountered the same problem,
Default Custom Views and Column Selections
Is there anyway of you can set the default columns view in Custom Views for all users? I want to ensure everyone has the same setup of columns on display without having to setup this up under every technicians login. Also how do you setup a Custom View just to show Tasks? For example all Tasks assigned to the Engineers team. Version : 9.1 Build 9118
Need Requester Title Varaible
When configuring the notification rules, I need the ability to include the requester title. Is this available yet? This is a very basic feature that's been requested by several other people - it looks like there hasn't been an update in quite some time.
Purchase Order - Edit Email Templates
Hi Is it possible to change the Purchase Order email templates so that they include the 'PO Name' instead of 'PO #' in the subject line please? Many thanks, Paul
Cannot uninstall
I've been having a problem uninstalling ServiceDesk Plus and was wondering if there is an uninstaller program (For V8 and V9) out there that will remove this from our system so we can install fresh? We are performing an upgrade of V8 > V9 . Andrew
How to I block or stop a particular email address from replying to a ticket
We have admin staff who cc: external suppliers into emails, we would like to block individual addresses from replying and generating a ticket, is this possible
How can I import the USER of a Workstation trough CSV import?
Hi all, I need to import workstations with the user. What is the correct format of column "USER" to import the relationship with the workstation? The problem is field "User" because has coma "," and it is impossible to import by CSV file. Thanks in advance!!! Rodrigo
Can't see the tasks when technician is in a specific site
Hi, I created a role called "Role1" and selected the option "All in associated sites" in the "Technician allowed to view" section. I also created a technician called "Tec1" and associated it with this role. This technician is assigned only to the site called "Site1". This site is configured with the "Custom Settings" in the "Related Settings" section. Finally, after all this setting if this technician creates a task and open the tasks section, he can not see any task, even those created by him. He
SDP E-mails
Currently when an e-mail that servicedesk plus sent (new ticket, ticket notes, forwarded ticket, etc) is replied to the email is placed in the "Requester Conversations" part of the ticket. Is it possible to have e-mail responses added as a note instead? Thanks
Application get down some times
I AM GETTING THIS ERROR WHEN THE SDP GOT DOWN,PLEASE HELP ME OUT WITH IT. STATUS | wrapper | 2015/12/08 12:07:23 | Machine is shutting down. STATUS | wrapper | 2015/12/08 12:08:25 | --> Wrapper Started as Service STATUS | wrapper | 2015/12/08 12:08:25 | Java Service Wrapper Professional Edition 32-bit 3.5.15 STATUS | wrapper | 2015/12/08 12:08:25 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2015/12/08 12:08:25 | http://wrapper.tanukisoftware.com
Escalation Report
Dear support, How can create a monthly report where only if escalation was triggered (to be specific Resolution Escalation) Request # Due Date Site/Region Support Group SLA Response Escalation triggered Response Escalation triggered time Resolution 1st Escalation triggered Resolution 1st Escalation triggered Time** Resolution 2nd Escalation triggered Resolution 2nd Escalation triggered Time** Resolution 3rd Escalation triggered Resolution 3rd Escalation triggered Time** 35669 04/05/2015
Count number of times reply template has been used
Hi, I would like to find out what the joins are for the reply template. We have a number of reply templates in use by the IT department and they would like to track how many times each type of message is used by each technician. As far as I can work out, the templates are under "ReplyTemplate" and the outgoing messages are under "Notification" but I cannot see how to join the two together. The same issue exists for ResolutionTemplate and RequestResolution. There doesn't seem to be any join between
Download all attachement
Dear Support, Please include an option to download all attachment. Not one by one. Also, Attach multiple files at the same time.
Mail Fetching Keeps Stopping
I realised that emails were not being recieved and after checking I noticed that mail fecthing had stopped. When I start it again it immediately stops and creates an error in the system log message as below: System Log details : System Log Message : Error when processing mail Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : 08/12/2015 10:05 AM Probable Cause : Error processing email with subjectOfMail : RE: Your request has been logged with request id ##14182## and messageid
***request template - drag&drop field***
Dear all, we have a problem with the drag and drop fields "discription". We can no longer insert the following field in a template: “Description” (in german “Beschreibung”), see screenshot. It only affects the field "Description" all other fields work. I hope you can help me. Many thanks
Translation - add module field
We'd like to see a feature where a searched item is listed in its' corresponding module or screen. For example: We want to change the field 'Name' to 'Contract Name' under the New Contracts screen. When we search for 'Name' under Translations it listed more than 15 matched items just for 'Name' - not counting the countless other hits with 'Name'. Without knowing which 'Name' field corresponds to the specific field under Contracts, it becomes a exercise in trial and error.
CMDB - It needs some serious love - what do others think?
Guys, According to my opinion there is some additional work needed to make the CMDB really usefull. My critical view upon it, along with the suggestions: Too many default CI types There are a staggering 64 default CI types implemented, all of them cannot be hidden nor deleted. Make sure these can be hidden or deleted. The user should be in charge of what CI's he/she uses. Licensing should work independent of this. Default fields in custom made CI's When you create a custom CI without any additional
Query for Support Groups and all details
We are in need of a report that displays all of our Support Group names, description, owner, technicians associated to each group and notifications set (“New request added to group” and “left unpicked”). I was able to run the following but it does not give me technicians and notifications. SELECT ci.CINAME "CI Name",citype.TYPENAME "CI Type",cisite.NAME "Site",ci.DESCRIPTION "Description",ImpactDefinition.NAME "Business Impact",ownedby.FIRST_NAME "Owned By" FROM SupportGroup supportgroup LEFT JOIN
Problems import Users related in CI
Hi all, How can I import a "user related" in WORKSTATION if my users in SD+ are "Surnname1 Surname2, Name" ? As you see the name contains "comma" and is impossible to upload into SD+ using the CSV file? The names come with comma from Active Directory. User to import in CI : Name "ortega garcia, rodrigo" Thanks in advance. Rodrigo
I need to create a time measurement report in SDP for requests in SDP
Hi, My name is Angel Mejia, I´m from Mexico City and in my company we need to generate monthly a new custom report that has, and must get the below information: We have since the beginning: - Opening date of the request - Closing date of the request - SLA time limit for the request We need to get a custom report with: - Total time since opening to closing of the ticket - Total non-operating time (elapsed time in non-operating hours) - Total operating time (elapsed time working hours of
in public i am receiving mail conformation as old mail id not new mail id
i am using service desk plus standard edition in both public and intranet . my Previous mail id is different and present mail id is different so i have changed in mail settings but in public i am receiving mail conformation as old mail id not new how to change new mail id settings for public .
SSL geotrust cert
How can I install a Geo trust cert to use the SDP with SSL? The directions dont say how to import it. I am using P7b. I extracted the 3 certs inside. There are no commands to install a geotrust cert.
automatic status onHold
I don't know if this option is already available: Is it possible to set the status onHold everytime that I answer to a request and also in every discussion under the ticket? And when a user answer back to me automatically the request will be update to Open status? So I can stop the SLA whe I'm waiting some info from the user Thanks regards
Alert(or Notify) technician by e-mail when there is a new reply from the requester.(Task Notification)
Dear Team, We urgently need this functionality on task notification. to alert the task owners when there's a reply from the client on the ticket. As of this moment the only way for the task owners to know that there's a reply from client is to check all ticket individually. On our current situation single tickets contains multiple task with different owner. and only the ticket owner is notify when there is a reply from the client. However the reply is related to the task owner and not to the ticket
Send email as a Ticket
Hi All, for example: On Service Desk Plus, email support is abc@support.com . Case 1: user send an email under To abc@support.com , on the SDP have a ticket , That's right . Case 2 : user send an email under Cc or Bcc or Forward abc@support.com , on the SDP have a ticket , That's right. I wanna the SDP don't convert to ticket for the user send emails under Cc , Bcc ,Forward can I config for it on SDP ? Thanks
Active Directory authentication not working
Hi, Requesters or Technicians cannot login using AD credentials. I am able to scan AD for Requesters and Computers. I then go to a Requester to change them to a Technician I have ticked the 'Enable Active Directory Authentication' I have seen a few other articles explaining the same issue, but no resolutions are posted. Help
PO - Receive item when making the po - OR a special invoice function
Would like the ability to receive the item (like a qty received field) while filling out the purchase order to bypass the "Receive" part of the workflow. Sometimes I receive invoices that are for services (IE: hosting, consulting time, telephone billing, etc) that are not initially created as a purchase order. This would save a lot of time when using the purchase order function. Or create a special function for simple invoices like this (service based invoices)? I don't even have a purchase order
Data import mapping
Hi Does anyone have a link for a full explanation of all the CSV import routines? I can find some info in the admin guide for Requests but little else. I want to understand what each of the fields are in each of the import routines. Thanks
Technician / Requester Templates
Hello, Can I please ask, are you not able to set the description content / field selections to be different on the Requester template to what is selected on the Technician version? Surely this is the point of having the different versions? For example I want the Technician description to have technicial questions, and the Requester version to have more user friendly questions. I also want to set the default of the Mode field to be Phone for Technician and Web for Requester. However it does not hold
Performing Snap Polls in ServiceDesk Plus
This proved an interesting requirement for one client recently. They were in the process of commissioning their self-service portal in ServiceDesk Plus. At this stage a full-on user survey was judged to be too onerous but the help desk team wanted some means to assess overall user satisfaction via the self-service portal. On further discussion we judged that a simple snap poll would be sufficient to meet this requirement. How did we implement it? A little on-line investigation threw up a few suitable
Duplicate emails attached to a Request only when coming from external (Outlook)
Duplicate mails are created when you send a mail from Microsoft Outlook to the ServiceDesk Email address, using the patter [Request:###ID#] pattern in the subject. This behaviour does not occur in the first 4 or 5 minutos from the Start Fetching action. After that time, all mail you try to attach to a request appears duplicated under client conversation.
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