How to access SD+ database from my SQL client
Hi Guys, I have downloaded the free version of TOAD for MYSQL. Now i would like to access the database on the server to query on the data. For some reson i'm unable to connect to the database when i use port 33666 i get an instant 100061 error. The web runs on port 8888 so when i use that as my connection port the connect wait for 10 seconds and give a message that it is unable to logon. Can someone explain step by step how to connect using tools like toad.
Technician Availability Chart - Changing Unavailability Colours
Hi I am looking at showing when a technician is not available for support because they are working on projects. Unfotunately if i use "Leave Types" then the colour on the scheduler is RED which is the same colour as when they are on annual leave or sick leave. Is their a way of changing the colour for different "Leave Types" so that we can see they are on project work rather than not being at work at all. Thanks Mike
Request Approval
Hi all the problem is: the requester has new request, the request must approval from his manager befor it going to IT Department. the qustions is -->1- how to make the manager approval?? 2- what is the manager ? Technician Or Requester!!?? thanx for help
SDP Remote Control
I am trying to get the Remote Control feature of SDP to work. When I click the Remote Control button, a prompt is received on the target machine. After clicking to allow, I receive "FAILURE :User failed to authenticate your connection." on the Technicians end. There is no firewall on either machine. Any help is appreciated. Angelus
editing a request clears out the Group assignment.
Not sure if its really an issue, but it is an extreme annoyance. When going back to an existing request and clicking "edit" to modify it the Group assignment clears out. If you reset the group assignment, the team is notified that a request has been added to the group, even though the request was already there. I've tested this in IE7, IE8, FireFox, Chrome, and Safari. Each browser does the same thing, so it seems to be an issue with ServiceDesk or I'm going crazy. Anyone else see anything
Engineer absent call assigned to New engineer for day .
A engineer is absent at a site for a day i want all request assigned to the absent engineer to be assigned or fowarded to a different engineer /
MSSQL License for ServiceDesk
We are planning to migrate from MYSQL to MSSQL.Can anyone here tell me what kind of license i may need to buy for MSSQL for running ServiceDesk Plus.I have nearly 300 users who will be using the software and so my question is, do we have to go with CAL licenses per user or per processor license or any other ??? I would appreciate feedback's from many of you who would have already implemented servicedeskplus on MSSQL. Regards, Steve
Questions
Q: Guys, anyone experience problem on the request Tab -> Filter Showing -> My Groups; some of the groups aren't showing the technicians on the group that i made. A: create a new custom view for the groups that aren't displaying. note: but if you have any solutions on viewing at "My Groups" please post. thanks
Custom Query Reports
I had sent a request to support for a custom report. I recieved the following code back today: SELECT BINARY qd.QUEUENAME "Group",wo.WORKORDERID "Request ID",BINARY mdd.MODENAME "Request Mode",BINARY aau.FIRST_NAME "Requester",BINARY dpt.DEPTNAME "Department",DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000) ,'%d-%m-%Y %k:%i') "Created Time",BINARY wo.TITLE "Title" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID
Unassigned Workstations - Incorrect Value
Under the Assets Tag, I am showing 4 unassigned Workstations however, when I click on this, there aren't any showing in the list (as I have recently assigned everything!). My Filter is set to 'All Workstations', with Resource State set to 'Unassigned'. How do I clear this down so that the correct number of Unassigned machines is showing? Thank you,
Problem with Business Rules
Hi, Currently I have problem with Business Rules which I set condition with Request - Additional Fields (Online) that have only 2 values (Yes/No). IF Online = is Yes THEN Add to Group <Online> Assign to <Admin> After request was submitted by user then Technician (Admin) updated Online Fields to "YES", but the business rule is not running. Until Technician (Admin) do EDIT again and save update, then the rule can execute. So mean for the first time update the business rule that get value
Is there any way of linking many requests to one request
We have a request that we'd like to break into smaller pieces as it involves serveral steps and several techs. Besty way to do this is how?????
How to merge solutions from two DB?
Dear Colleagues, Previosly we had service contract with a IT partner, now the contract has ended. Partner gave us a MS SQL database SDP Enterprise 7.0.0 contains 24000 requests and 300 solutions. This database is available only in localhost mode. We use now SDP Standart 7.0.0 build 7005, the database contains 1800 requests and 40 solutions. Can we merge the two databases, or even import to a new database old solutions? Thanks, Sergey Admiralsky (asg@adamas.ru) Adamas-Yuvelir, Moscow, Russia
wrong time on home page
Hi this is not really a big problem but i was just wondering if anyone could explain to me why my home page time is incorrect by 1hour, the personalise time is correct but the home page is incorrect, its not really an issue because all the requests go by the personalised time but sometimes technicians get confused and go by the time on the home pages which is incorrect.
Hostname of server
We are using Manageengine ServiceDesk Plus 7.6 on server having hostname lab and IP address 172.16.6.116. Now I want to change the hostname and IP address. My question is this how we will change the configuration in ServiceDesk Plus
Scheduled reports issues (.pdf blank, .html not showing logo)
We are trying to produce a scheduled report to send to automatically send to our business partners, but we can't seem to get it working right when we schedule it. When we generate once, everything looks fine. When we schedule .pdf version, the .pdf attachment is blank. When we schedule .html version, we get data, but the logo we use does not come through. What information do you need from me to help us figure out this issue?
How to enable E-mail to Request Feature in SDP version 7605?
I have recently updated the SDP version 7605. I have integrated this with OpManager build 8051 but it is not getting automated ticket alerts in SDP, however OpManager notification profiles are properly configured. please guide me the solution. Shah
Merging Requests
When two users submit similar requests that get merged, can both users be notified when the ticket is closed?
Training tracker
It would be a great feature to have a Training tracker for IT training. We currently track our in-house training sessions that we conduct on a spreadsheet. Leveraging the helpdesk, we could compare helpdesk requests against training attended to determine training needs. Views - Dashboard of monthly and yearly tracking matrix of employees and attendance records by session. - Color code for non-attendance, unavailable to attend, attended - Option to post announcement when adding a new training session
Report outlining categories and respective SLA agreements and escalation definitions
Is there a way to pull this info into a report in the software (by doing a query)? We need to have a "mapping" of the categories, subcategories, items in consjunction with the respective SLAs (including escalation response times and escalation responsible individuals).
Enhancement to Software License
Would like to have the ability to add attachments within New Software License similar to how you can within New Contract. Running version 7.6.0 build 7604 LG
Contract owners defaults to person who enters the contract in
Enhancement to allow the ability to change the "Owner" of the contract. By default, the person entering a new contract in becomes the "Owner" and cannot change within the current system. Running version 7.6.0 build 7604 LG
OPM Log A Ticket to SDP
Dear all, We have successfully integrated OPM 7205 with SDP 7506. We also created "Log A Ticket" notification profiles inside OPM to generate SDP tickets automatically when servers/services down. We can choose the Category, Priority and Technician during the profile creation and related tickets can be generated successfully into SDP. However, the corresponding "Requests" logged at SDP were "unassigned". All the 3 fields (Category, Priority and Technician) we pre-defined at OPM profile are "unassigned".
SSL Certificate
Hello! I want to publish my service desk portal in our network over https. And now i have a question: how to add my SSL certificate to Service Desk Engine?
Wants delete all PO, Product Type & Product
I m using version (7014) and wants to delete all POs, Product Type & Product. Please guide me abt how to do it? Thanks Hina
unable to mail reports
I am unable to send scheduled reports. All my email settings are correct but still not working. it used to work before but not now. No changes have been made.. please help me out..
MySQl to SQL migration
Can anyone advise how to do the above for ServiceDesk Plus please?
Logical delete?!!
Hi It seems that when the Delete option is used the record is physically deleted from the Database.. is that correct or am i missing something? If that is the case can i suggest that is changed to a logical delete where a flag is set to deleted in the database but the record continues to exist. This will mean the ticket key is maintained in the database with no holes yet those tickets that have been 'deleted' are no longer visible in reporting or the system. While the need to delete tickets
Report on Workstations without PO
Hi! SD 7.6, MS SQL Please, how modify this reports to add users name to workstations? select WORKSTATIONNAME from SystemInfo where WORKSTATIONID NOT IN(select distinct WORKSTATIONID from SoftwareInfo sinfo LEFT JOIN SoftwareList slist ON sinfo.SOFTWAREID=slist.SOFTWAREID where SOFTWARENAME='symantec endpoint protection client') GROUP BY WORKSTATIONNAME Change 'symantec endpoint protection client' to soft you needed.
Upgrade from 7022 Build-to-7500
Hi, We upgrade the 7021 build in a test environment to 7022. Nothing wrong and update was successfull. While we are upgrading to 7500 build, an update problem occurred as you will see in the log. I think problem arises while altering tables, i.e a database issuei but i am not sure. Regards.
Possible Bug - Notes Get Duplicated With Spacebar
After adding and saving a Note--> hit the spacebar on your keyboard--> the note gets duplicated as many times as you hit the spacebar. Is this a bug or a feature?
MacOSX asset scanning
Hi, i have SSH and Remote Login enabled (firewall is off) but i could not get any information from system. I get this message "Connection to RPC server in the workstation failed." We are running SDP 7.5.0 Build 7512
Time
Is time stored as unix time?
Requesters groupped by companies & other
Would it be possible to have my requesters groupped into different companies? Also, for different companies i'd like to create different request categories. We are a retailer/service providers for several companies, and would like to use SDP to handle incomming HW and printer repair and maintenance requests from company A, software and hardware failure/error reports from company B and some general printer supply ordering and maintenance requests from company C. However i don't want company B to see
Edit "Requester Details" in Request templates
Hello How do I remove "Contact number" and "Department" from "Requester details" in our request templates? We do not have these informations in our AD so the fields are blank. And our users do not understand why they can not write in them. So we just want to remove them. Thank you. Peter
Request filter issues
Hi Clarity on filters in request. (logged in as a technician) The 'My ... request' type filters... do they mean those requests assigned to me as a technician or those requests i have requested? Thanks Steph..
Importing 2 assets with the same name
Hi! I have 2 workstation that named with the rules of our enterprise standart. They have identical names because placed in diffirent locations When I import them from xml scan from the standalone scan they are update each other. How can I import them in SD? It's rather important to save their orginal naming... What I need to do?
Query for Technician
hi all, i need a query for a list of Technician. how i can do this? Bruno Soares
concurrent users at a time
concurrent users at a time
Move items out of "Admin"
I think that both Vendors and Preventative Maintenance should be moved out of Admin. It would be helpful to allow certain technicians to access these items without making them an administrator over the entire system. At least the ability to view vendors would be an important request, so that knowledge would be available.
Next Page