Re : Users cannot attach files to requests
Hello, To clarify it wasn't a technician that has the intermittent problem with attaching it was users in the requester role. I have witnessed it a few times myself but I always work around it by...
View ArticleIncident Templates - field and form rules
Is there any options like the ServiceDesk Plus to be able to have Field and Form Rules for Incident Templates?
View ArticleRe : Domain Verification Failed
OK, so the MXTools link that you provided shows that my CNAME record is : customer-sdpondemand.manageengine.com.dynamixconsulting.co.uk I have no idea why my domain is being appended to the CNAME...
View ArticleRe : Domain Verification Failed
OK - some more digging and it seems that ZoneEdit requires a trailing '.' to denote a server outside of it's own NS servers ! So, I have now successfully validated the sub-domain, however it is not...
View ArticleRe : Incident Templates - field and form rules
Hi, We have this feature "Field & Form Rules" for Incident and Service templates in our road map. It is in the planning stage, hence we cannot commit a time frame on its availability. We shall keep...
View ArticleWhen printing, approval status does not show up.
Hi When techs have to print a ticket and show it to a supervisor, the approval status does not show up, (the tech has to go back to his/her desk to check manually the ticket) Is there any way to get...
View ArticleRe : When printing, approval status does not show up.
Hi Aron, As of now it is not possible to show/get the approval status, in the print view of the request. We have taken it up as a feature request and its being a minor change, it would be made...
View ArticleRe : Cannot see the remote control button in a role despite the roles assignment
Hi I am having the same issue as well. The custom role has "Editing Requester" checked but the technician still cannot see the remote control button unless I assign him SD Admin. Was there a fix for this?
View ArticleRe : Cannot see the remote control button in a role despite the roles assignment
Hi Eric, The "Editing Requester" permission does work, but the user has to log off and back in. Yet, I cannot give this permissions to technicians, so waiting for the fix.
View ArticleRe : Users cannot attach files to requests
Hi, Sorry for the delayed response. We are unable to recreate the problem. Please provide us with your phone number and suggest a convenient time so that we can have a online session/call to check on...
View ArticleRe : Cannot see the remote control button in a role despite the roles assignment
Hi Eric & Muhammad, Our development team is working on this fix, were the technicians do not require edit requester permission in the role to access the remote control. As of now we do not have an...
View ArticleBusiness Rule to change status is not applying
Attached is a screen shot showing a business rule I created to change the status of requests to "On Hold" if they of request type "Feature/Request". We want this to be placed on hold so they can...
View ArticleRe : Business Rule to change status is not applying
I will add this particular request came in as an "incident" and not a "request". Do the business rules only only to requests and not incidents?
View ArticleRe : Business Rule to change status is not applying
Hi Erick, The business rule will only get executed on requests which are created with the incident templates and not Service Catalog templates. Please check for the templates with which the request was...
View ArticleHow to delete groups being used by a module?
I need to delete a few groups in service desk but it reports that are being used by a module and cannot be deleted. I've spent some time going through each option in settings trying to determine what...
View ArticleRe : How to delete groups being used by a module?
Hi Erick, If there are requests associated to the group in the application, then you won't be able to delete the group, you will only be able to disable the group. In order to delete the group, you...
View ArticleRe : How to delete groups being used by a module?
Hello Ram, If I could disable the group that would keep there pile of requests that come in from using the groups I want to delete eventually. However I don't see an option to disable, how can I...
View ArticleRe : How to delete groups being used by a module?
Hi Erick, I apologize and I take that back. The group cannot be disabled. If there are requests in the group, the group will still remain active in the application. You need to move all the requests in...
View ArticleRe : How to delete groups being used by a module?
One last question, is there a way to do that in mass or is it one request at a time? We have thousands so if it is one at a time we might be stuck with what we have as it wouldn't be worthwhile to...
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