Edit Incident Templates
I am an Administrator in Service Desk. I want to add the following text box to an Incident template for Requesters to see. "Please list as much information as possible, including the location of problem computer and/or printer." I have added the box to the Technicians canvas and placed it where it would like it. However, when I save and go to Requesters canvas it does not appear. How do I get anything that I add on the Technicians canvas to show on the Requesters template? I have had this sentence
Auto responders and ticket updates
Hi all We have Service Desk deployed as our Helpdesk solution in a managed services environment. We have taken on a new customer who is using their own solution to log support requests on our Service Desk platform. The issue i am facing at the moment is to do with support case updates and support call closures. Currently the logging of tickets works fine this way. The process is as follows, - support case gets logged with no issues, with ticket subject "xxxx issues" - We assign and reply
Customising Purchase Order fields
Hi guys Is there a way to add more fields into the 'Invoice and Payment' tab in a PO? I am looking at tracking our Vendor invoices against our POs and need an amount field and an attachment field. I can attach the invoice in the main PO part but it would be better tracked if I could do it in the I&P tab. Cheers
Inconsistent change detected in date settings
hi I received message - Inconsistent change detected in date settings error code 527 this message appears only when i run in /etc/rc.local (when i execute in normal tty, it works but only auto execute in /etc/rc.local) we using in IBM Softlayer, and did not modified date
issue starting a servicedesk
Form today morning my sdp is not opening in server also i checked with run.bat but can'tfix can any one suggest me?????
Migration from Service Desk Plus - MSP to Service Desk Plus
Hello - I am working a migration for a client who is currently using Service Desk Plus - MSP. They wish to move to Service Desk Plus in the new environment. Can I take a back up of the data in MSP (v8211) and migrate to Service Desk Plus? Thank you in advance for any help.
How to customize the Problem Management template
Hello all, I am having difficulty finding where I can go to customize the Problem Management form (ie Problem submission form). The only option I can find is the ability to add additional fields within the Admin tab. But otherwise, it does not appear that I have the ability to manipulate the field placement within the form, like I can do with Service Request and Incident forms. Please help! Thanks in advance! Tim
helpdesk
Hi. I need help, i want to see all of my technical activites and track as an administrator, as i can perfom this task ? Also observe the monitoring an performance of tasks to users in the dasboard, and notifications for assigned tasks.
Register for Webinar : New & upcoming features in ServiceDesk Plus - A Walkthrough
In this webinar, Prem Maheswaran, Product Specialist,ServiceDesk Plus will discuss about the less known newly introduced features in ServiceDesk Plus that can make your day-to-day operations easy and boost your ServiceDesk performance.He will also showcase upcoming features that are currently cooking with ServiceDesk Plus. Some of which he will cover include Field and form rules for enhanced automation, FOS(Fail over service) a high availability mechanism and HTML Invocation
iOS App addition
Hi I would like to request all functionality of service desk plus be added to the iOS app. We desperately need the ability to modify workstations. Our IT Techs travel from desk to desk and they cannot make asset changes while at the users desk using their mobile device - they have to come back to their desk and then make the necessary changes ie assignments, etc... It would be so much helpful when doing physical inventory and make changes on the fly rather on a dedicated app (with a barcode scanner)
Login issues with SD+
Having a weird issue with SD+. New instance, fresh install, new server. Users have imported from AD fine. Using AD authentication If I make a user on the SD+, instead of importing it, and log it in to Local, it works fine The Admin account works fine (on local) dB is MSSQL (same as the original instance) No account, be it a requester or technician, will log in with domain credentials, it just says "username or password incorrect" Had to change some requester/technicians from AD authentication to
Custom view
hello How can I create a new custom view? group is SD OR Requester is user AND Status request is not Closed Thanks SDP 9040
AD Imports
when importing from AD you have a field called reporting to which you state maps to the manager defined in AD. This field imports correctly and can be viewed in the admin/requester menu-screen. However this field does not populate when looking at the requestor details from within a ticket. Is there a reason for this and how can I create this?
Actions available for Service Request
Hi team, We started using Service Requests recently and so far have found 2 functionalities not available for Service Requests, while they are available for Incidents. Could you please advice if this function is available, probably we are not seeing it. We're running SDP 9.0 Build 9044. 1) If you have a service request and need to convert it to Incident, the action is not available. How can we do this? If it's not available, can we have it as an enhancement/fix? The scenario is that customers or
Description field double spaced
Hi Team, Since upgrading from 9004 to 9046 when we receive requests by email (we only use email to submit tickets) a number of them have the line breaks double spaced. I'm assuming it's probably HTML emails. Unfortunately this not only looks bad but it also pushes all of the rest of the ticket content down the page. Could you please look at this to see if there is a way of correcting this? When we were running build 9004 this was not an issue. Thanks! Example:
Assets not showing nor technicians / requesters.
Good Morning, I seem to have an issue which seems to have affected other areas. I have made some changes in the Configuration item types where i have added some new CI types. Made a mistake with adding the default attributes as it applied to all sections so i removed them. Upon removing them i now cannot see any of my assets/ technicians/ requesters. If i look at a recent item i added into the asset list i get the following error. I have checked with the other admin users to see if they are having
Notification rules per site
I have been looking for a way to specify different notification rules for another department in the company. We would like this specific department to receive tickets but not auto respond. Is that currently possible? 9.0 Build 9009
Script - Trigger .bat file from Custom menu
I need some help on how to execute a bat-file from a costum menu. This bat-file is locate in the default location and no errors occurs whenever I click on this new Costum menu link, but the script in this bat file is not executed. I have also tried to do a simple 'Hello World', but this doesn't work. What kind of scripts are supported in this Custom menu? I need to execute some curl-commands (with information from a request) to update a sharepoint list. curl -v --ntlm --negotiate -u USER:PASSWORD
Import of Contracts - Date Format Failing
Hi Even though I'm using the correct template and date layout of (dd/mm/yyyy), when importing the template it still fails. The "failed contracts" xls shows the dates as dd/mm/yy which is not what I'm entering in the original file. Is this a general issue or am I doing something wrong? Thanks
Creating an approver
Hey guys, while doing some request templates I wondered if I could create a approver just by myself, without having this one as a department head nor a technican ? Is that possible or do I have to put those people as technicans as well ? Mainly this issue comes up to my mind when it's about having requests for share access stuff. So if I from the IT Department creat a request, my department head is automaticly the aprover, that's what I set. If a user requests something, his/her department head
Group of major and minor versions
How do I do this in ServiceDesk Plus? We have both Desktop Central and ServiceDesk+, but do the software inventory tracking and categorization in ServiceDesk. I know you can create software suites in SD+ but that seems different to me then different users that might have the original version rather than a later minor version.
Can't type in requesters name - Purchase PO
Under the Purchase PO when we try to edit an existing PO we can no longer search and add someone different as a requester.. 2 things don't happen: 1. No auto fill or suggested requesters pop up 2. Even if we type a name it doesn't stick Here is the section i'm refereeing too. The "Requested by" field.
Public URL Access for SDP
HI Guys I have setup SDP. I create a NAT to the local IP on the LAN. but for some reason i cant access the Manage Engine from the public url. Regards
Host change
Hi guys I am hosting on my laptop and wish to change this over to a server. Is there a process I can follow? I don't want to lose any data! Many thanks
CMDB Cleanup
We have 3 active ServicedDesk environments on site and one of them has a CMDB that has run away on us. We get a lot of errors from it and there are a lot of entries that need to be removed. One technician made a lot of errors in entering CI’s and deleting/changing CMDB catagories and we were hoping that there may be a script to run that can set the CMDB back to its default appearance, removing any entries and deletions made to the CMDB? Anyone know how to do a "one stop" cleanup on the CMDB?
External URL Access issue
HI Guys I have assigned a Public ip to my SDP but users can access the SDP from the internet. I can ping the server from the internet. Am i missing something? no data received err_empty_response Regards
Workflow for approving requests with multiple approvers
We have noticed the list of requests pending our approvals is no longer displayed on our home page. We just updated to Your Version : 9.0 Build 9044 The only sections we see on the home page are My summary, MY tasks and announcements. Please Help Karen MY APPROVERS ARE NOT SEEING THE NOTIFICATIONS ON THEIR HOME PAGE OF THE REQUESTS THEY NEED TO APPROVED. I REALLY NEED A SOLUTION, PLEASE
Can a requester user generate report?
Hi, Can a requester generate reports? Is there any way to enable reports menu to requesters users?
Ticket aging report
Currently service desk is set up to send a daily ticket aging report to a specified email. The problem we have is the email is of an employee who left and that employee is the one who set it up as well. Where is this setting so I can replace his email.
Can Requester change priority, or initiate escalation process
I'm looking for a way for a requester to escalate either the priority of a case. It would be nice if the requester could just go into their ticket and change the priority with the technician then being notified. If that functionality doesn't exist is there some way I could use a business rule to mimic this? so the user would respond to an incident/request with a phrase to trigger the priority change? Has anyone run into this before?
Replied using Android app: First response is violated
Hi there, as the subject says. SDP version 9.0 Build 9041 Request created at Jun 11, 2015 08:41 AM technician (me) replied using android app at Jun 11, 2015 08:49 AM according to the request detail: but the status reported as first response violated: I believe the SDP app for Android is due for an update.
Ticket list flickers when moving the mouse over it
Hi guys, Just upgraded from 9004 to 9046 today, I note that now when I move the mouse down/up the list of tickets that the list flickers for all tickets below the current row. Seems to be that when the cursor moves over the 1 pixel line between the rows and the yellow highlight is removed the row height expands (downwards), when the cursor moves over a row the row height contracts (shrinking upwards in height), hence why all rows below the current row flicker. Thanks!
Technicians Request view corrupted
After changing 250+ requests using the advanced search feature, a technician's view on the request tab has become corrupted. It's only affected the one technician and I don't want to restore the DB as all the others are unaffected. All requests, Actions, Settings on the header will not function. Please advise - how to reset the individual technicians views (even to a default set of views).
Mandatory fields for tasks
Hi -- We are just piloting using associated tasks in one of our regions. I have written documentation on what needs to be completed, but already this is not happening, so is just another area that needs to be policed. Is there anything in the pipeline to mark Task fields as mandatory - as this would be very helpful! Thanks Lynne
Technicians views
How do I reset a technician's views
change " true " and " false " to others words
Can i change the results " true " and " false " on reports to others words like "yes" or "no"? Thanks
no subcategories listed when creating custom views
When trying to create a new Custom View, our list of Sub-Categories is not listed in the Filter field. We can see our complete list of Categories and Items when creating a filter. Build 9041
Change Owner restricted from viewing Requests
Good morning, We are currently using SDP 9039 for helpdesk, and we are looking into adding Change Management. What I would like to know is if it is possible to have a technician be the Change Owner in CM, but have no rights to view requests in the helpdesk side? If I create the technician without allowing login access, are they able to play the role of ChangeOwner, or do I need to create a custom role to keep them from seeing Requests? Diana
SD+ Creating requests for Technicians
Hello, We are in the midst of evaluating SD+ and so far it is looking good. Apologies if this topic has come up before - I did spend some time searching the forums, but was unable to find anything related. I suspect that either I am unaware of the exact functionality, or misunderstand the workflow/process, however: once a requester has been converted to a technician, I notice that I am then no longer able to create a request and choose the technician as the requester. Is it possible to do this? Many
ServiceDesk Update Without Backup?
Hi there, Is there anyway to skip the backup process of a service pack installation? In our environment it takes nearly two hours, and since we are running the server in VMWare, we can just snapshot the entire server and roll back in case there's an issue. Thanks
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