The pop-up calendar for Date/Time fields - improvement request
(Post relevant to ServiceDesk Plus build 9003) (Unable to locate a similar post to weigh in on. Apologies if this is a duplication.) Request 1: Change the check for an impossible date to be initiated only when the day of the month is chosen The calendar pop-up window (to set the value in a Date Time field) behaviour is a constant source of complaints in our IT Department as the checks for an impossible date occur every time the hour or minute values are selected and not just when the final specification
SLA notification for after hours/weekends
I'm looking to create an SLA that would only be active for after business hours and weekend/holidays. In our environment, we have a contract that states a 30 minutes response/2 hour resolution for after hours and on weekends. I would like to create something that would notify our IT Manager if the response time elapses. During regular business hours, our IT Manager does not wish to be notified if the 30 minute response elapses. Any ideas?
Label without input box in incident template
Hello, how can I add label text in incident without input box in incident template? OR how can I add title for grouping input box in incident template? Please advise. Thanks. SK
any way to modify worklog functionality?
Currently, when you open a worklog entry, it fills in the end date and based on the amount of time you enter, it backfills the start time. Is there any way to reverse this function. To have it so that when you open a work log, it stamps the start time and then automatically fills in the end time when you close/submit the worklog?
Send a e-mail where everything of the service is in the body
I have made a service in the service catalog. When a ticket is created with this template a e-mail should be sent to a technician but not with a link to the problem but with the tekst and also with the resource info and the questions and answers in it. Is this possible. with kind regards Tim Verduyn
Trigger independent and parent tasks which have "Estimated Effort" once created under a request from request template
Hi all! After update SDP to 8.213 we have some new feature: Trigger independent and parent tasks which have "Estimated Effort" once created under a request from request template What it is?
SDP Enterprise approver always disappears
Hi all, I'm currently working with the SDP and we are sync with the AD account for users to authenticate. When users raise a ticket on the service catalog we configured to get approvals from the Dept. head configured in the serve form. The var $DEPT_HEAD$ is always disappearing. Can anyone how its possible or how does it happens? My Version : 9.0 Build 9000 Many thanks.
Deleting a relationship
Hi I have a technician that has created a relationship between an IT Service and another CI. This has been added this incorrectly. is it possible to do the following without having full admin access. a. change the relationship type without deleting the relationship b. delete the relationship. I really dont want to give all technicians full admin access to the Service Desk thanks Marcia
E-mail Notification assistance
We're currently in the testing phase of Service Desk and have a question regarding e-mail notification. We have our separate support groups (ie: Help Desk, Network, etc.). When someone from the Help Desk assigns a ticket to the Network support group, we want the help desk person to get an e-mail when someone picks that ticket up telling them who took it. We would also like the help desk person to get an e-mail when that ticket gets resolved. I went through the email notification settings and I didn't
On closed request notification rules apply
If request is closed, but we can change technician in it, notification rule is apply (Notify requester when a request is assigned to a technician.) and notification is send. I think it's sort of a bug ;) it should send notifications after request had been closed.
ServiceDesk Not Presenting All Columns Including “User - Additional Fields
The problem is explained in detail on how to create as well with the inline image. SDP Pro 9.0 Build 9003, Server 2008 R2 64 bit, Postgresql. Note: I believe this function used to work before Project Management was added to SDP. We do not have a license for project management for our product.
Limit with Asset Upload
Hi, Our Asset Management team was manually populating the CMDB by adding assets via CSV uploads and they received this error: "Your license type does not allow you to add or discover more than 3000 Workstations." Does the limit combine all asset types (servers, printers, monitors) and does not differentiate between scanned assets and those manually created? Regards, Jed
Color in request list
Is it possible to set up some deferent color for each row depends of the request status? Now all request in list looks same - close, open, onhold. It can be soft background color for row or additional column with some color indicator. Color visualization much comfort then plain text to see whole picture.
Notification when ticket is picked up
I've tried checking the forum for this, but is there any way to notify the OTHER techs when I pick up a ticket? Not just a notification to the tech when I assign them a ticket, but a notification for all the techs when a ticket has been picked up. We don't have a dispatch program/procedure so it's pretty much everyone just picks up a ticket when they are at the dashboard. It would be nice if they didn't have to go to the dashboard to know if a ticket had already been picked up. Thanks!
Modify template for closed tickets
Is there any way for me to modify the email template when a ticket is closed so that the Resolution is at the top of the email rather than the bottom?
Failure trying to Upgrade system
Hi, I download the service pack 9011 and try to upgrade from 9009 but I could not do that. All the time it says: "Failure...." P/S: I stopped the ManageEmgine service already. Please help!
Hide the applicant history to requester
Is there any way not to show the history of the applicant to requester, this because there are some internal processes which do not require this to see. This can be done?. Hopefully you can help me.
Resolved Tasks are considered as Open
Hi, there is a glitch in in the tasks module. If you select the view to show all "My Open Tasks", it will show up resolved tasks as well. Therefore the system considers them as open. Please see screenshot: Cheers, Per
Feature Request - Work Log Details Description Appearing In Request Tab Notes or Somewhere Within
I find it cumbersome that often details written in the Work Log Details Description section is necessary information for the person assigned the ticket. I do realize that the detailed information inside the Work Log Details section should be encapsulated as it currently is, but the option to pipe the output from the Work Log Details Description section to the Tasks Notes section should be given. I do also believe that Work Log Details Description information piped to the Tasks Notes section should
Closed Request Comments
Is there a report that can be ran that includes the comments left by users when they close the request? If not, is there a way to create a custom report that includes these comments? Thank you!
Turn off auto email when job closed
Hello, New to this forum, forgive me if in wrong place and advise accordingly. In the last week or so I have been receiving what looks like auto emails when I close a job. This might have started when we updated the software. Before that I would close a job and that was it. I would prefer not to receive the email that I have closed a job. If there is a switch to turn off that 'feature' I would be very appreciative of learning where it is. Alternatively, there may be another reason why I receive
ServiceDesk Plus Support Announcement !!
We are facing technical issues on our mail server. You might not receive any acknowledgement notifications for the e-mails sent to the Support Team and you are likely to experience a delay in our support technicians reaching out to you. For any critical issues,you may directly call our Support Team at Toll Free No: 1-888-720-9500 US: +1 408 916 9300 UK: 0 800 028 6590 Australia: +1 800 631 268 Apologies for any inconvenience caused. Maljeev SDP Support - FAQ ServiceDesk Plus - Help Desk Software
Change - Send for Recommendation Mails cannot be seen
When submitting a chnge for approval (send for recommendation mail) the mail sent to the CAB member is not stored. How can SD+ be configured so this mail is stored and shown (e.g. at Notifications)? Thank you for your feedback, Anne
Service Catalog - Hidden Templates
Hi, I have created a number of services under the "Admin>Service Catalog" settings. Then after a number of days my entries disappeared, thinking they had been deleted I contact all admins and no one owned up to deleting them. I then went about recreating the entries, except when saving them I was rejected with an alert that the template name already exists. When I login as a requestor I can see them listed under the "Request Catalog" dropdown box - yet I can't see them listed when logged in as
approve request
Is it possible to do the way that after the request is approved by the chief (straight after pushing the"confirm" button), the request goes to the technical support team? Heeelp me please....
SQL for deleting all Software scanned and inventariesed
Hello Support Team, because of some problems with the scanned software and mismatches with groups an licenses we would like to delete all software to start from new. Could you provide the statements for that, or is there a better solution ? thx, Wolfgang Austria
Notification on status - resolved
Hi all, Is there a way to get notification when a case is changed to resolved - I can see how to get one when a case is closed - but sometimes depending on the case they are being resolved instead of closed but I can't see a setting to set this up as a notification?? Thanks
import ticket conversations from old system
is there any api to fetch conversations from the old system, and an api on the new system to add it along with the request/ticket.any help would be appreciated..thanks
SDP Cannot be Started Due to MySQL Failure
Hello, We were using SDP on Windows before but now I am trying to move it to a linux (Fedora 20 x86) machine. I've installed everything and changed the database to MySQL using changeDBServer.sh and it was successful but ServiceDesk is not starting now. When I try run.sh command it is giving me "Trying to start MySQL server failed" error. I tried to check the logs but couldn't find anything. By the way I am running MySQL Community Server Edition 5.6.17 (i686). And when I try startDB.sh it is giving
SDP Enhancements
Hi Folks, Hello Everyone. I have been using SDP for several years now. I get a feeling that SDP has all the features but they are incomplete somewhere or the other. Below are the few features which I think would make certain modules complete. 1)SLA:- While sending escalation email there should be an option to choose the color of the email for example response violation should be in orange and resolution should be in red. Also there should be an option to re-assign the escalated ticket. 2)Requests
Free Edition licensing
I found the terms for licensing the free edition here: http://www.manageengine.com/products/service-desk/licensing.html This all looks good except for this paragraph: "Annual Subscription License: As part of your choosing annual subscription license, Zoho grants you a fee-bearing, nonexclusive, non-transferable, world-wide license to Use the Licensed Software including user documentation, updates and upgrades to which you are entitled as well as any plug-ins provided to you during the period of your
Change Status Actions list - Feedback and Enhancement requests
(This was composed with respect to ServiceDesk Plus 9003 Enterprise) The Change record Status Actions list is a great feature that allows us to explain to the Technician what they are doing by changing the Status. I want to suggest a couple of adjustments that would enhance our user experience. Enhancement request 1: Build 9003 behaviour: The Status Actions list seems to have a 20 character display limit applied to the Status Actions listed. Even concise 'Actions' (i.e. "Submit for next Stage"
ServiceDesk Plus Integration
Is it possible to have SDP send updates of requests to a third party application? I need to receive updates whenever a request gets updated. I have seen the callback Url for requests that are created via the Api, however I do not want to create the requests from the Api. Is there a way to have the callback url auto-populated for certain requesters? Also, I have read a little about the External Action Plugin, however that would require an extra step for users, correct? Is there a way to have the
X-Men: Days of Future Past Movie Download Free
X-Men: Days of Future Past Movie Download Free https://www.facebook.com/xmendaysoffuturepastfreemoviehd2014/ https://www.facebook.com/Xmendaysoffuturepastmoviefree/ http://xmendaysoffuturepastfullmoviedownload.wordpress.com/ http://xmendaysoffuturepastmovie.metroblog.com/ http://downloadxmendaysoffuturepastmoviefree.blogspot.com/ Godzilla Movie Download Free http://godzillafullmoviedownload.metroblog.com/ http://downloadgodzillafullmovie.wordpress.com/ Godzilla Full Movie Download Free https://www.facebook.com/godzillafullmovie2014/
Is it true that "A workstation must join a domain to be scanned and updated scanned information?"
When I try to scan a non-domain workstation, I get a blank-information workstation item. Besides, I can see that SDP uses domain names for updating workstation data which would fail at a non-domain one. Thanks,
Change Approval stage - add 'select all' checkbox to 'Add CAB Members' window
(proposed with respect to ServiceDesk Plus 9003 Enterprise capabilities) When we are selecting CAB members to add to the Change 'Approval' stage, we usually add all the users in the selected 'CAB' (depending on the CAB group, this can be quite a few users). Build 9003 behaviour: Must select checkbox for CAB users individually Enhancement request: Provide a 'select all' checkbox in the 'Add CAB Members' window
Change requester does not updates site (does change department ).
We have to create requests by email so we need to change requester from ourselves (Edit -> Search Requester list -> choose correct). Requester name and department changes successfully - but not for Site. And here is a huge problem - SLA rule depend on Site. We need one additional step do change Site manually and sometimes our technicians forgot about this important move - so SLA not applied and we are dummed:( We have a lot of sites and departments in our SDP (8217 Pro; we expect to upgrade do 9003
Defaulting Template for Technician
Hi Experts, I am new to Servicedesk and would like to know if it is possible to default a template for technician? Scenario: I've created several templates and associate groups to them using the "Associate Groups to Template". When i login as the technicians, when they generate a request, the "Default Request" is the default option. 1) I know this can be done for the requesters but would it be possible to turn of "Default Request" for technician? 2) if not, is there a possibility
Request CLosure Comments
How can you get the Request closure comments emailed to the Tech? I don't see an option anywhere. As our Techs don't look at the closed Requests as they have been completed. Jamie Cameron | Service Desk Engineer | Central Otago District Council TEL (03) 440 0699 MOB (027) 221 5993 FAX (03) 440 0661 EML Jamie.cameron@codc.govt.nz WEB www.codc.govt.nz
Time Take to Resolve Required
Is there anyway in ServiceDesk to disable the requirement for entering a value in the Work Log for Time Taken to Resolve? I'm trying to just enter charges for equipment or software.
Next Page