Any way to auto-assign the Technician as the same Request
Is there a way to auto-assign the Technician as the same Requester, that is, the Technician = Requester field?
Inbound Email Pattern Matching (RegEx or similar)
Hi, Is it possible to read an email body to extract specific parts to use as the basis of a ticket. We have a couple of systems that send emails in a relatively structured format: System1 email: What happened: Your installed certificate TrustedPrivate2iPad
[Tips & Tricks] Share requests to make your helpdesk process simpler and help your technicians be more efficient
Hello folks, HelpDesk technicians involve handling different kind of issues everyday. Most of the times, a request needs to be handled by different groups. For example, when a user reports a laptop issue, it could be an issue with hardware or software and so on. Unarguably, this request has to be worked on a collaborative effort and this can be very beneficial for technicians and for users as well. As the title suggests, ServiceDesk Plus has a feature that allows technicians to share requests with
How do I execute a post function from the server in servicedesk plus?
Hi friends, I need a popup window to send SMS to a specific phone number or perform other functions from a custom menu on a request page. I have created an HTML file containing pop-up content and functions in JAVASCRIPT and moved it to the Integration\resources
Hide Dashboard Tab from Technicians
Is there a way to hide/disable the Dashboard tab for technicians? Until the dashboard is customizable, it really adds no value to our technician experience and we would prefer to hide it for the time being.
[Tips & Tricks] ServiceDesk Plus on Docker
Containerization is taking IT operations to a whole new level and If you are an IT Ninja or in to Enterprise IT, you've heard of Docker. With the increasing popularity of containerization\Docker, many of you are already thinking about hosting an SDP instance on Docker. Hence to make this transition simple and quick we have come up with a step by step instructions to install ServiceDesk plus on Docker for your reference and we hope our readers find this helpful. A quick overview on Docker and the
best option for service desk
HI did you go with multiple instances of Service desk, where you had an instance for HR,Finance , IT etc or did you go for 1 instance, and have HR, Finance and IT all working under the one instance? Curious to see how you have it set up. thanks.
Auto assignment to a group of technicians with multiple notification paths (email, sms) - Incident Response and Disaster Recovery
For cyber security and disaster related incidents (malware, ransomware, virus, potential disasters) we'd like to auto assign a request and then ultimately have it 'over communicate'. 1.) Auto assign seems easy enough with a good template and corresponding
How can occur notification pop up?
Good Day, I'm curious to know if someone can help me understand the process of creating a notification pop-up for the ticket. such as : the version is 14.0 Build 14006
How to change change field value?
I have a requirement to handle emails of no response Case1: when the notification was sent, and there's no reply within 3 days then close the ticket Case2: when the notification was sent, and the customer responded then abort time counting and back to
How Can I transfer Translated Words to Another SDP?
Hello, I Changed (translate) Many Words in SDP. Now i want to Export and Transfer All of them to Another SDP Server. Is there any solution?
Asset scan credential Library
Hi all, new to service desk plus, and just starting out config the asset management e.g setup probes a bit lost in setup of the credentials library. have added the basic snmp public and windows one. work on some but not other. Does anyone have a standard
Additional text or fields
Hi We have a lessons learned and review stage in our change process where the technicians are expected to complete prior to closure. We would like to add additional fields to this stage but can't see a way of doing it?
FAFR script to populate drop down list of emailIds to notify for the requester. - Updated to allow email addresses not in user database.
Hello, I wonder if anyone else has this requirement: As technician, the field e-mail id(s) to notify behaves like this: As you enter an email address, hits in user db are shown automatically. If enteres email does not exist, it can be chosen anyway and
Status change on response
Is there any way to update the status based on response person? IE the requester vs technician. There was an item open here that asked for this to be part of the program, and as it's 10 years old and nothing has been done, is there a way around the fact
Calculate form submission time
I need to calculate form submission times by users and technicians. Is it an achievable objective? P.S. Submission time may be translated to the time a new request template is opened, till the time it is submitted.
Barcode fields
How can i print two line in the barcode lable text above it and text below it. similar to the one in the picture attached ?
How to populate user names in a request additional field (ESM)
Hi I need to populate a request additional field in and ESM instance with all users imported from AD which are not even the users of the current instance. Please advise me how to achieve this objective.
[Tips & Tricks] Event & Task Reminders from ServiceDesk
Hello folks, How often does your technicians forget a task/event? From a business perspective, missing them cannot be overlooked. Most of us use reminder apps to remind us on attending an event, work on a task and so on. ServiceDesk Plus provides you with the option of tracking your events/tasks by adding reminders within the application. It can be a general reminder or reminders related to a request, change or a problem. An event reminder can be added from Quick Actions > Reminders. A reminder
Share a Request with another user
Hello, a simple Question: we use ServiceDeskPlus v14.200. Is there any other possibility to share a request to other users except that a technician has to share the request? The user in "E-mail Id(s) To Notify" get the E-Mail Notification, but no access
Two Active Directory Domains login trouble
Hello, Might be a wrong place to publish, as i had a problem and found the workaround myself so it is not a problem for me anymore, but it might help somebody. I'm pretty much a beginner, i have been using SDP in a small environment for a few months in
script to add or replace text on incindent form
I need a script for the form on load rule, to select the field name and rename it in the following way: text field category in business unit text field subcategory in technological line text field item in technological position sorry for my bad engl
how to create category subcategory and item in 14,1
I previously used version 9.3, now I downloaded 14.1 and I can't find anywhere how to enter a new category, subcategory and item
Email Support Group when Request has been assigned
Our support group receives an email notification when the request is assigned. Looking for a way to email the support group when a ticket is assigned to a technician so that the rest of the group is advised that the request has been assigned and to
Parse Subject for Certain Words
We have a process from HR that generates termination e-mail with a consistent end with "Term Date: 03/10/2023". I would like to parse the date portion of the subject and set the due date on the ticket. Based on the sources of the e-mail we can't use variables
email notificatione when Ticket swaps Groups
Hello again, we want to send an automatic email, whenever we swap a Ticket to another Group. Ic can only find an option to do this when the ticket is created in taht Group, but not when we dipatch it to that Group.... Do i miss something or is there no
Notify group when request has been approved
How can I set up either a notification or a business rule that notifies the support group about the request being approved? I've been checking all over and the support group does not get notified when a request has been approved/rejected. It seems like they need to keep checking the list of requests to find out what has been approved/rejected.
Customize technician email reply
Hi, When a Technician replies a customer request, "Category:" and "Description:" appears at the top of the text box. Plus Technician has to press enter a couple of times in order to create some space for answer. Additionally after the technician replies the request, the page is still on the same request window which should return to active requests page. Is there any way to customize the reply canvas and the reply behavior? Thanks
How to Add a Button below the "Description" field to download a File?
How to Add a Button below the "Description" field to download a File? I have added a button through "Page Scripts" as shown below but How can I let the Users to download a File once they click on the button?
read mails from members of group or role with deluge
hello, is possible to get a email list from all members of a group with scripting? In example: group field is: helpdesk script deluge (imagine): helpdeskMailList = requestObj.get("group").get("mails")
Using LetsEncrypt with ServiceDesk on Linux (version 9400 and above)
I am running ServiceDesk on Linux and I wanted to use LetsEncrypt with ServiceDesk and have a cron job automatically update ServiceDesk when the LE certs were renewed. There was a lot I found on the internet but I boiled it down to this: 0 - Prerequisites:
Ticket escalation to another site
Our business has a number sub-businesses which we have setup as sites. Most problems get fixed in the home site, but sometimes we need to escalate certain requests to HQ site. How does a technician escalate a ticket to a site they are not a member of?
[Tips & Tricks] A Custom Dashboard Widget to View All User’s Requests
One of our Community users came up with the following requirement. Most of the users in her organization had problems in finding the page to see all their requests. She requested for a widget in the dashboard to display few request filter which is most
Rebranding - Text and logo in the browser tab
ServiceDesk Plus - Be Your Own Brand An interesting conversation regarding rebranding ServiceDesk Plus has come up recently. Basically a customer had used themes and custom logos to change the appearance of their ServiceDesk Plus installation to suit the organisation. However, they wanted to change the ManageEngine ServiceDesk Plus title text and logo in the browser tab when using the product: Now it's been possible to change these options for some time but it can be a little confusing as to the
update requester info via SQL
Hi I would like to update requester informations (i.e. phone number, mobile number and email address) via SQL, from data which has been exported from our HR application. The primary key is the SDPlus "employee ID" field. In which table from the servicedeskplus MySQL database can I find the data? Which table(s) do I need to SQL update? Has anyone an SQL statement for this? Thanks a lot Marc
Backup
It would be nice that there is an option of automatic delete of an backupjob. Now al the backup jobs are saved but it would be nice when i can set that een backup is deleted after 30 days.
Automatic duplication of Request
Our current system allows us to have Request Templates that can spawn multiple Requests from a single entry, each with their own Category, SubCategory and Item, dependent on what was selected in the Template. Is there a way to build this into an SDP Template thru a Form Rule, Business Rule or Trigger?
[Tips & Tricks] How to effectively use mentions in ServiceDesk Plus
Hello folks, As you maybe aware that comments can be added to projects, milestones and tasks (Request,Problem,Change and Project). This allows project members to communicate with each other. In one of the recent versions, we brought in the "mention" feature that allows the project members to tag the technician to share any update, ideas and so on. This also allows the members to choose entity owners like "Project_Owner", Milestone_Owner and Task_Owner. These keywords populate only if the entity
Creating ServiceRequest by API
Hello, I'm trying to create a service request via API I'm using "is_service_request" field for this in body. But getting response: "field":"is_service_request","type":"failed","message":"Read only field cannot be edited" Can I make this field editable,
Populate Data in Form from SQL Table
I have created a Request form. In this form I would like to populate some data from the Vendors as a pick list. I have test the "$CS.addOptions("WorkOrder_Fields_UDF_CHAR11",["Test","Oops"]); " option with no luck. Any Ideas please.
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