We have been told that Facilities, And Also Accidents and Incidents would also like to use the same system to log tickets automatically using our Service Desk System.

I do not want to see these incidents coming in as some of these may have strict salary information and other information myself and Paul want to keep separated
I would like to know is it easier to run another instance of Service Desk Plus for this request or can we do it another way?
There will be 3 members of Staff who will be Managing the the Facilities and Accidents and Incidents mailbox but they will need to pick these tickets up and be notified as we are for our IT Support tickets.

I have had a look at this via locking down via the groups method / and roles but need some help/assistance to setup if this is the way you recommend?

I’ve enclosed our license information above.

Look forward to hearing from you soon.

Thanks

Carl

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Restore Data Batch problem

May 30, 2017, 2:11 am

≫ Next: Re : Alert not showing

≪ Previous: Other Team's Using our Service Desk Plus Instance.?

Dear All

i face problem when i try to restore data batch , i use version 9228 , and the message appears to me as attachment

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Re : Alert not showing

May 30, 2017, 2:49 am

≫ Next: Integrating other teams into SDP

≪ Previous: Restore Data Batch problem

Dear Mr. Prince,

We are using HTTP.

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Integrating other teams into SDP

May 30, 2017, 4:25 am

≫ Next: Re : Integrating other teams into SDP

≪ Previous: Re : Alert not showing

Hi All,

I need some help with setting up other teams in service desk plus.

We currently use servicedesk plus for Change Management, Security Incidents, and IT Tickets - All Tickets get logged when our staff email itsupport@...com

We have a new director starting and wants our Faciliites and Accidents and Incidents Team members to use the Same Service Desk Logging System.

1) I'd like to know if we can give them access in a way when someone emails accidents@..com and incidents@...com we can get tickets logged through our service desk but this has to be completley seperate from our IT Function. (for example I do not want staff in IT to be able to view these incidents if possible)

I'm having a bit of trouble setting this up so need some assistance please.

Thanks

Carl

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Re : Integrating other teams into SDP

May 30, 2017, 5:27 am

≫ Next: Re : Integrating other teams into SDP

≪ Previous: Integrating other teams into SDP

I would like to respond to sir. Carl's concern
- It’s possible, do you have an Administrator account, review the settings of each member of your company
- only change The Applicants authorized to view: Display only their own requests

GMOUANDA

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Re : Integrating other teams into SDP

May 30, 2017, 5:37 am

≫ Next: Re : Integrating other teams into SDP

≪ Previous: Re : Integrating other teams into SDP

Hi Carl,

This should be easy.

Step 1: create the new support groups and associate the email addresses to the respective groups. For example:

Step 2: create a new role for each support group and make sure to select the appropriate access.

Step 3: create the technicians and assign them the correct group and the correct role.

Remark: in the example above, I used the same name for the group and for the role, but this is not a must, since you could have multiple roles, such as

Incidents Team - Basic

Incidents Team - Reporting

etc.

Best regards,
Demetrius

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Re : Integrating other teams into SDP

May 30, 2017, 5:51 am

≫ Next: Re : $RequestLink has incorrect link

≪ Previous: Re : Integrating other teams into SDP

We are in the same boat in our organization. I would add that each group will send out the same notification/acknowledgement email so you may need to create a generic template to avoid confusion.

SD 9302 Enterprise
MS SQL
-------------------------
Ottawa - Canada

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Re : $RequestLink has incorrect link

May 30, 2017, 5:53 am

≫ Next: Re : Change permissions not working - 9307 Build

≪ Previous: Re : Integrating other teams into SDP

Hi Justin,

Good Day,

If the path is the one as mentioned on the developer tools then the url on the reply template should not work when clicked by the user. If that is the case then kindly check for the following,

1. Kindly go to the Admin tab -> General ->Selfservice portal settings and search for the following option,

"Configure an alias url which will be exposed to the external world"

2. Kindly make sure that the right url is selected on this link as this is the link that will be used on all request templates.

3. We can confirm whether the url is working by clicking on "open link in a new window"

If this is working then the url present on the reply templates should also work.

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Re : Change permissions not working - 9307 Build

May 30, 2017, 6:38 am

≫ Next: Re : Bug in Google Chrome 57.0.2987.133

≪ Previous: Re : $RequestLink has incorrect link

Hi,

The Edit option in the top Action Menu bar is available only, if the Change Request's Stage is in Submission. However, if the user is ChangeManager or ChangeOwner of the given Change Request, then the Edit option will be available always.

Regards

Sunil

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Re : Bug in Google Chrome 57.0.2987.133

May 30, 2017, 7:25 am

≫ Next: Re : Change permissions not working - 9307 Build

≪ Previous: Re : Change permissions not working - 9307 Build

Any updates on this fix?

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Re : Change permissions not working - 9307 Build

May 30, 2017, 1:51 pm

≫ Next: Re : Bug in Google Chrome 57.0.2987.133

≪ Previous: Re : Bug in Google Chrome 57.0.2987.133

Noted. My expectation (as implied by the Change Roles management form) was to have the Edit functionality available to the Peer Reviewer during the Planning stage.

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