Add a test plan field to Change Requests
Currently there are fields in the planning section for impact, rollout, and backout, but no field for test plan.
How to Setup Zoho Reports Analytics
I would like to try the Zoho Reports Analytics from SD+ but have not found setup instructions. I'm currently on version 9.1 Build 9114 and using a MSSQL database.
Very funny announcement feature and Email to Notify Feature in ME SDP
Hi, In 9.0 build 9017 I found very funny in announcement feature. why ? because 1. if I am technician and publish an announcement. very very funny!! it can be deleted by other technician. is it logical? so what will happen? I will publish and other one will delete. but ideally, if I publish only I should be able to edit or delete this. 2. any technician can publish announcement. in any ORG announcement can be published by specific person not all technician.what will happen? we have 250 technician
Report on Custom Fields for Users
I have added a field called "Begin date" for the users of the system so that one of my coworkers will know if they have recently been added to the system, but she needs to know this through a report. What would be the Query to pull that information?
Site List - rendering Exception
Today I rolled out our production site and updated to 9114. Database is Postgres. I'm getting a rendering exception when I view Sites the headings are reversed. Where is says Regions it should say the names of regions (North America, Europe, etc) but instead it has the Site names.
Outgoing mail sending bulk
Hi Team, I have the following problem, I have 90 technicians, when assigned an email request to a group of technical (40 technicians ) , exchange mail server detects spam mass mailings . It is possible to adjust the application ServiceDesk Plus for outgoing mail , sending 300 e- mails in one minute ? I await your response Marcelo
Assign a request to 2 technicians simultaneously
Hello, How can i assign a request to 2 technicians simultaneously. It is possible? thanks, Joel
Business Rule Criteria - add "Technician"
We want to notify people about tickets that are CREATED, OUTSIDE OF BUS. HOURS, that do NOT have a technician already assigned. This would allow technicians to create tickets manually after hours without waking up on-call engineers. We are concerned more about tickets that do not have anyone assigned to them and require triage.
Additional users field
Good morning, Is there a way I can add another field where you can search to add a requester? The same as the 'Search Requester details' for 'Name' under requester details. An example of why I would use this. The requester would log a ticket for a leaver in their team. I need the manager to be the requester and the leaver to be in the new field 'Leavers Name' but able to add the leaver from a search box. Hope someone can assist. Regards Adam
Custom status and custom views
Hello guys, Follow along for a problem here. We have a list with "Views" and there is a list with "Custom views". The "Views" (left side in the image). We use mainly the "Open requests", "Requests on-hold", and that's it. We should be able to remove al those we do not use from this list. The "Settings" button is actually a 'Custom Views' module in which you can create views you create yourself. There is clutter and there are several issues with the way this is handled: It is named wrongly: it should
Automatically creating work orders
currently we have out system to create a work order anytime someone emails our helpdesk. Is there a way to flag key words so that work orders will be made in a corresponding template or assigned to a specific technician? if not is this a feature you can make happen?
What reports do you use?
We have now been using our SDP in production for 3 months and I am at a standstill on what data I should be looking for to establish baselines. I am trying to get some information about how the software is being used by our users and how well our technicians are responding. There is so much data to dig through I just now quite sure what I should be looking for. So I wanted to ask other users of the software what types of reports do you use to measure your help desk success and which KPI's do you
Email timplates / Reply to a request
Is there a way to change $RequesterName , to only display the first name? Here is my example test. Technician assigned to you at the moment is: $Technician Hello $RequesterName , $EmailSignature
Service Desk Deployment
Dear All, Recently we purchases SDP Professional edition 9.1. Facing challenge in deployment ! Don't able to project plan for deployment !!!! Could any one guide the best way out for the deployment.... We have SDP along with Asset Explorer and AD Self Service Plus. We have mixture environment Domain + Workgroup Manoj
Installing Linux version?
I have found diverse information Linux installation, there is a specific version of linux operating with 100% portability. I was installing it in Ubuntu 14 EC2 server by initializing /etc/init.d/servicedesk but problems arose, the Kali Linux install achieved smoothly and works well. Which version do you recommend? saludos!
Service Engine Hangs and Application Layer Started
Hi, I am sorry if this is the wrong place to post this questions. I installed service desk plus on win server 2008 R2. I am using Xmapp for MySqL database management. I have setup everything by following the instructions. When i launch the server, it hangs on "Application layer started." I ran "run.bat" and it give the following error (attached). Any help will be appreciated. Thanks in advance.
E-mail Fetching
Good Afternoon! I have just recently upgraded our version of ServiceDesk Plus from 8.1 to the newest 9.1 Build 9114. I ended up having to turn on our POP access on our exchange server which we don't want to do but in this case we had to do so. Is it possible to connect to the mailbox through any other means other than POP, POPS, IMAP, IMAPS or does anyone has a successful implementation of a workaround? We are using Exchange 2010. Thank You! William
Question about importing Department data from AD
Hi all, Before I started at this company the Departments within ServiceDesk Plus were created manually and members of staff were added into these created Departments manually to. I now want to start doing this automatically. We have a scan on the ServiceDesk which is run everyday and imports any new or updated staff from AD but at the moment the Department option is unticked. We have been going over AD over the past week to make sure that all the department names are uniform so that when this is
How to disable change status notifications
A recent update of our ServiceDesk software introduced new functionality that is not desired. When changing status on a change, immediately after going to the next status a popup window displays summarizing the changes. How can we disable these change status notifications?
Remover "Catálogo de Pedidos"
Default views (requests and tasks)
Hello, We have had a query within our business if it's possible to set a default view for all technicians within Requests. For example, a standard set of columns to display when technicians access Requests or Tasks. Currently, each individual technician needs to add the columns they want - but can this be set centrally so these columns appear for all technicians? Thanks, Daniel Comley
MESDP forward
Is there any intent to move MESDP and other ME products from Java to HTML5?
LDAP user import errors: Exception while updating the Requester details
I am suddenly seeing errors in which about 1000 users have errors during import. These users appear to already be in the SDP user database though. The System Log Message is: (personal information removed for privacy purposes) Exception while updating the Requester details - UserID:33024 ,userName:______ ,EmployeeID:- ,Title:- ,FullName:______ ,ciName:______ ,Description:- ,Email:______@wmich.edu ,Phone:______ ,Mobile:- ,DeptId:939 ,JobTitle:______r ,FromAD:false ,smsID:- ,Ldap_Id:1 The Probable Cause
Searching for Associated Assets will pull up the workstation last logged onto by user
I'd like to have a filter that allows me to search, within the incident request, for an asset by the requester name and the last logged on field in the asset so that I can more quickly associate an unassociated workstation to the user.
Unexpected MS SQL DB grow
Hello Started from one of the last patches (Probably 9108) we have extremely unexpected Database growing. We have Win installation with MS SQL db DB size for last two years grown from 3 to 5Gb (before apply patch) It is grown to 27Gb for last few month Two biggest table: notificationTodesc - 24Gb (19955 records), 11Gb on disk while SD backup running conversationdescription - 1,4Gb (18683 records) So, we have run out of disk space in few month. Backup process takes about 30Gb while running. Please
Default template
is there a way to hide the default template from the requester?
MESDP with Active Directory
Is it possible to have MESDP do a live look up in AD without having to import Requesters via the automatic schedule or manually? In my work environment we have a lot of new users and we log a service request based on them requiring network access. we fill in the person requesting this access retrospectively via a request ticket, however we can only set a schedule import for at least 1 day and this is not enough time. Is there anyway to make the requester be directly linked to AD, like a "Live" or
Jira Integration: XML parsing exception
Hello I did setup Service Desk plus for our company and im trying to integrate it with our Jira tracker. I was using the following official guide and copy jar file with Jiram.xml to required places After I create new custom menu by the way that documentation doesn't match any more with current version of software It says that menu can be created under: under Admin --> Helpdesk Settings --> Menu Invocation however there are no any "Helpdesk Settings" in admin tab nor "Menu Invocation". But i figured
Custom home page for every client
Hello, Is there a way to set up custom home page for every client ? I have few clients/users and I want every one of them to have different logo/description on the page where they log on to submit requests. Is it possible to set up if ServiceDesk Plus (free version) ? Thanks!
Cannot amend the content of Subject
Get this error message "FAILURE :Exception occurred while performing the operation" when I try to amend the subject field after creating a log. My version is 9.1 Build 9109 (ServiceDesk Plus) Can you provide assistance on this? Regards, Kenny
Form Rules
Hi, I am trying to configure some form rules so if a user/requester selects a certain location from a drop down field, then another location field appears. I have added some more rules to mandate fields and these work fine. If i select a location then it will mandate another field. However the only rule I can not seem to get working is: - If we select a certain location from the drop down list then needs to show another field box 'location 1'. We are trying to make location work in a similar way
Discussion Notes in a Report
Hi Is there a report which adds the ticket discussion notes? Ive created a few custom reports but can not find a field that will show this information and I need to see what the IT staff member has replied to the customer at a glance without going into every ticket individually Any help would be appreciated thanks Steve
Site cannot be deleted as it is being used by a module
I am currently trying to clean up some sites for my office and constantly run into the error message above but I can't seem to find where these sites have records. Are there any queries I can run to see where these records could be?
Servicedesk Plus Migration (Mysql)
We are migrating an old installation of Servicedesk Plus from an old physical server to a shiny new virtual server. The current installation is using a mysql database. I have updated the old build to 8127. It seems to be working fine. My issue is that on the new server, when installing servicedesk, it does not appear to be installing mysql. I have set the database to be mysql, but each time I go to save, it returns the error: "Unable to connect to any hosts due to exception: java.net.ConnectException:
Report Creation
Dear Colleagues, I would like to know on how to create tabular reports that has a graph, showing how many request are solved on the same day it was created. Basically our management need is to see how many we can resolved request on daily basis. I was able to create one but the problem is that there are request that was put on hold for like two days and then the technicians resolved it, making the count inaccurate. Our database is MSSQL Version 9019
Need ability to pass ampersand (&) as a parameter value in the REST API
I am creating a Service Request using the REST API. Some of the data fields may contain special characters, such as the ampersand (&). How do I properly format or send the request? For example, I want to send this as the Data to the sdpap interfacei: <Operation><Details> <parameter><name>requesttemplate</name><value>Custom Request</value></parameter> <resources><resource><title>Additional Information</title> <parameter><name>Employee Department</name><value>Sales & Marketing</value></parameter>
Integration ServiceDesk Plus with JIRA
Hello! I have question about integration facilities ServiceDesk Plus program. Our company will use ServiceDesk Plus for incident tracking and using JIRA Atlasssian for bug tracking. Zendesk is program for interact with customers. Zendesk have facility to create jira issue and in future to receive answer from JIRA about resolve status issue. Thereby technical support and programmers work co-ordinated way. There is some information about it here https://plugins.atlassian.com/plugin/details/7488 Does
Conditional Tasks
Morning, Is there any way to use conditional tasks on a request template? So that a task is only used if a certain field has been flagged as yes? ~ Gemma
Category, subcategory, and item drop down menu's
when making a template I have been wanting to use item drop down menus. But when I set the Category so that the requester cannot set it makes it so that the requester cannot set the subcategory and item menu's either. Ideally I would like to make the Category and Subcategory menu's not mandatory, can be viewed but NOT set by the requester. The ask: Make the subcategory, category, and item menu's independent of the mandatory option and the ability to set each one individually as far as if the requester
ServiceDesk Plus reporting dashboard tool
We are using ServiceDesk Plus now. Any possibility to link up SD Plus reporting dashboard tool to our Accounting database and making report out of it?
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