Auto CC to a technician
Hi Team, Just wondering if there is any option to include a Email ID at "notify to user: field by default? Or is there any way to have reply from technician automatically CC'd to all technician. Without this feature, we find other technician in group not being notified when a technician replied or responded to a ticket. Any idea on this?
Mail fetch no longer working
Mail fetch is no longer working since upgrading to 9000 I can stop and start the mail fetcher and it verifies the mail server connection and says it is successful, but it does not attempt to fetch any mail. If I restart the server, it does one mail fetch successfully and does not do anymore. Please help!
SPD 8217 to 9000 Update Fail
Hi there! I've attached logs. Seems that it fails while backing up, trying to access a non-existing table (ServiceReq_601). Upgrade path is 8216 -> 8217 -> 9000. Thanks.
Modify forward personal request
Hi, I noticed that by submitting a written response from themselves and not received by others through service desk, if you are forwarding are not populated the fields in the template. for example I have these fields: Date: $ CreatedDate From: $ RequesterMail $ Description if I forward a response that I received works perfectly. if I forward an answer that I sent, not fill in the fields "$ CreatedDate", "$ RequesterMail" but only "$ Description" Thanks Daniel
network scan returns ip adres
When i'm running a network scan to discover new- and scan existing printers. The asset name shows up as a ip-adres, but i want the hostname from the printer as an asset name. Even the printers who are already in SD are also shown their asset names as ip adres and hostname, so then there are 2 of the same printer in SD. PS, workstations are having that problem to. kind regards, Jeroen
Query report to show time spent by tech on changes and requests
Hi, I am looking for a MSSQL query that would show me the total time spent by technician for "Last Quarter" for both Changed and Requests. A consolidated report would be best but I could live with 2 separate reports. My company will be using this for after hours reporting and billing. We have a custom field on both changes and requests called "After Hours" that I will filter on later but I just need a starting point. Here is how I was hoping to have this formatted. Tech Change/Requuest ID Title
Need report
How to make report: Need average time on all requests by priority need to close\resolve request like Low priority - 20 requests - 2days 23:00 all time - 10:00 hours average time Normal - 5 req - 05:50 all time - 0:50 mins average time High - 10 req - 12:35 all time - 01:05 min average time if can't make this report in one, need two different with all time spent to resolve requests by priority and average time spent to resolve requests by priority
Different incident template & ID
Hi, I'm just wondering if there is a way to create a separate incident template for a different specific job and have it having a seperate ID numbering system? For example normal incident template that we use for most jobs is up to 900 or so in ID numbers but is there a way i can create a new incident template for example called "Certain job" that begins again at 000. So I can in theory have two different ID numbers that do not affect each other? Thanks
Problem using Frequently Asked Report (Query Report)
I used to get this kind of error where the syntax is default by the system: Can anyone advise. Tq org.postgresql.util.PSQLException: ERROR: syntax error at or near "'Total Number of calls created'" Position: 442 at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryExecutorImpl.java:2102) at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutorImpl.java:1835) at org.postgresql.core.v3.QueryExecutorImpl.execute(QueryExecutorImpl.java:257) at org.postgresql.jdbc2.AbstractJdbc2Statement.execute(AbstractJdbc2Statement.java:500)
Problems with New Purchase Orders after Update SDP 9.000
Hi, We are using SDP 9 build 9.000 and we having problems with new purchase orders. We fill all fields in this request process and when pressed SAVE appears the error "Impossible to create OC". We made no change in the fields of the purchase order. I don't know where is problem, but it happens after installed the last update of Service Desk Plus software. What can we do on this case, we need to register new orders. Please support team, high priority. Thanks. Regards, Lincon Ruam
Custom Report: List of Open Requests
Hi, I would like to know if it is possible to create a custom report on which I can see the number of open requests, per technicien, after 2 weeks,1 month and 3 months of their date of creation? The objectives of this report is to see how many incident are still opened after 2 weeks of their creation and to see how many requests are still opened after 1 or 3 months from their creation date. Thanks. PatrickN
Problem with restoring backup on a Fresh Installation of SDP 9 .
Hi, We have been using Service Desk Plus for years,now on our server we have SDP version 9 build 9002( last version ) with MSSQL database. We have decided to change our server , therfore we installed the SDP version 9 build 9002 on new server (same version with same database config) and tried to restore our backup from old server on the new one. But it just starts with extractng backup file and finishes unexpectedly. Please help in this regard, the log file is as follows ********************************************************************************
Service Desk Plus Network Scan Issue
Hi I am running a fresh install of SDP v9.0. Until yesterday my network scans were working fine. Today the scan goes on forever never incrementing. I also tried doing a domain scan but the same issue exists as with the network scan. The only change I made was testing the Desktop central system. I deployed a few agents to seem how well the solution works. The Desktop central system seems to scan fine though. Tx Gary
Approval Status not updating
We are using 8.2.0 Build 8217 and the Approval Status is not updating after the requested approval is taken. The status still shows as " - " from the Dashboard or "N/A" from withing the Change ID: This user has done many approvals in the past and no changes have been made. Any thoughts? We have only upgraded to this build within the past 10 days. Can the status be manually updated by SDAdmin?
Importing CSV file using semicolons instead of a commas
I'd would like to import CSV file using semicolons instead of a commas, because all users are imported from Active Directory acorrding to pattern: CI Name = Surname, Name. Between Surname and name is comma. So I want to import assets assigned to users, but column "user" contains comma. Is it possible to import column inside which is a comma?
Report that shows Incidents and Problems
Hi. I would like to generate a monthly view of incidents and problems. Ideally this will be shown as a monthly view with daily inputs showing Request type numbers (service Request, Incident etc) and also problems created (not worried so much about the status of the problem) I can get each report individually as a line series chart but would really like to see both in one. Can this be done
Confusion with Mitel IP phones
Hi, I've been over a lot of the documentation and can't find much in relation to phone systems in general other than a forum post here where a manage engine staff member says that IP phones cannot be scanned; https://forums.manageengine.com/topic/can-servicedesk-scan-and-identify-cisco-ip-phones-as-assets But I seem to be getting mixed results on my network. When doing a scan I get a lot of entries coming back with "Connection to RPC server in the workstation failed.", which makes sense, that doesn't
Java heap Space out of memory - unable to upgrade, or back up our database
Hi Guys, I made a post some time ago about Java Heap Space out of memory issues on our SDPlus server but didn't follow through on the issue. Whats basically happening is we are unable to update SDP 8208 to any later version due to the below error from the Update Manager. java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown
Re-Organizing Site, Departments, and Requesters
I am looking for a manageable solution to re-organize Requesters, Sites, and Departements to get more functionality from the online portal without losing any reporting. My goal is to have different management levels able to view different requesters requests. ie - Operations view all department requests - District Managers only able to see their District - Location Managers only able to see their requests I am also not sure if our Departments are properly setup - When running a report
Notifications bug?
When you click on the notification bell icon it gives you code information, is this a bug or intentional?
ServiceDesk Plus 9002 Released
Dear Users, SDP 9002 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9002 SD-55837 : When importing scanned XML(s) or scanning assets, scheduled activities like E-Mail Fetching, SLA escalation, Scheduled reports, Backup schedule etc were affected. This may occur due to multi thread racing condition (during scanning) which causes database tables to get locked. Please refer to the below link for the steps
Technician Performance Custom time frame
Hey guys, I cannot seem to build a query for this particular data set. Id like to build a report that has a list of tech's on the left and a list of months as the headers. EX: Jan Feb Mar Joe 12 14 11 Pete 10 115 3 I need to be able to adjust the date ranges from a few months to a year.. I have issues because the predefined values start with time.. and I cant quite get what I want from it.
Report on members of a cab
Hi, Is there a way to report on all CABs and their members? Thanks Lee
SDP and CRM Integration
Does Service Desk plus support integration with Microsoft CRM Server ?
Link to SSO (pass through) scripts
Can someone provide me with a link to the new computer account and password reset scripts for use with the pass through authentication please?
How do I find what modules are using a category so I can remove it from the category list?
How do I find what modules are using a category so I can remove it from the category list? I have marked them for deletion, but I want them removed. How do I find out what modules are using the categories so I can clean up that list?
Problem after upgrade can't rollback to 8217
Hello The Problem started when I tried to migrate to version 9.0. Upgrade ended up with an error and i could not run the application. I had to go back to version 8217. I have uninstalled Service Desk from the server, I changed the name of the directory, I downloaded version 8217. After installing I and logged in as an administrator. I restore the database but there is a problem with starting the application! Run.bat command returns: AdventNetServiceDesk [FAILED] When you run startSDP. bat window
Asset Explorer for distributed asset scan
Hi, my customer bought Service Desk Plus Enterprise. He has to manage a few remote sites. I am investigating a solution to allow for the scan of the assets in those remote sites. My understanding is that it can be done using a Asset Explorer remote site, as explained in the link that follows http://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/distributed-asset-scan.html My question regards the licensing of the solution. I was also reading this page http://www.manageengine.com/products/service-desk/faq-asset-modules.html
Request is appended by reply
When a user replies to an open ticket an email gets sent to the assigned technician. The email however does not actually contain the reply text. I've looked at the content variables and don't see one to add that will add that info. $Description is already there and the Description from the original ticket is included. As such I have to assume that the reply text is not added to the $Description field. Is there any way to get the reply text added to the email?
Query postgresssql
Dear Support, We have migrated from MYSQL to postgresssql. We have a report that is not working anymore.. SELECT sdo.DESCRIPTION "Site",pd.PRIORITYNAME "Priority",std.STATUSNAME "Request Status",wos.ISOVERDUE "Overdue Status",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time", wo.SITEID "siteid", qd.QUEUENAME "Group",ti.FIRST_NAME "Technician" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
SD 9.0 License Details w/Custom Field
In previous versions of SD, before the downgrade license functionality was implemented, we created our own custom fields to be able to make notes about being downgraded or not. In SD9, now those user defined fields are not able to be added as a column for the license details. The information is there (thankfully) but we have to click into EVERY license to see that detail. Can this be fixed/added in a minor update...the ability to add USER DEFINED FIELDS as a column in the license details.
New query report on project module
Hi I want to extract all our open projects and I can achieve this through a basic edit of the SQL in the following post: https://forums.manageengine.com/topic/report-query-projects However, I would also like to retrieve the latest project comment and use this to build a weekly status report for active projects. Is this something that you could provide for mysql version of the DB? Many thanks Damien
Requesters Cannot Create Ticket
I have a few users that cannot create tickets in Service Desk. I have compared their accounts with others that are working, and they appear to be setup the same as others. They can start inputting a ticket, but once they click "Add Request", it shows them the next screen and where the ticket should be, it just shows an image of a red 'X'. They can, however, view tickets that have been submitted on their behalf. I have tried deleting their account in SD and importing them again, but it doesn't seem
Can Servicedesk be used for facilities maintenance?
So I got a question from our facilities guy. They literally are using a spreadsheet to track and manage facilities requests (paint my office, replace ballast in lights in office, rekey door in office, etc.) He looked at ServiceDesk and drooled over it and asked if it could work for his group since we already own it. I know there are some parts of ServiceDesk that are generic and would work for everyone (assigning workorders, tracking, etc.) but servicedesk seems pretty computer-oriented and it didn't
Update to ServiceDesk Plus Administration Documentation
The "Link Requests" page in the SDP Admin Guide references id numbers that do not exist in the screenshots.
Output reports to server location
Hi, Is it possible in Service Desk plus to schedule report output to a network folder / destination? Currently I can only schedule to email to an email account. Thanks, Ger.
Exporting Tickets with All Data and Attachements
Hi, Could you please advise me if it is possible to export all data with attachments from Service Desk Plus? Many Thanks, James
Report on Activity history
Hi, I'm trying to measure how many tickets have been udpated, worked on, actioned, transferred etc... over a specified period e.g, maybe a day or over a week etc.... The logical way seems to be to report on the activity history on a request as it stamps any activity including that of a techncian. Is there any SQL someone could help me with that would export all the activity history and list by the Request ID? e.g. I could export all requests for yesterday that had some activity on them.
Is it possible to automate a ServiceRequest
Hi. Is it possible to execute a Windows PowerShell script from a SD+ Service Request after that the request have been approved by the approver. This to automate the execution of the service request. As an example: 1. A user submits a SR in SD+ 2. The request is sent to an approver 3. The approver approves the SR 4. Then a powershell script is executed (for example to put a AD user in a AD group based on the fields filled in the SR form. best regards Markus
Guidance
Hi Support team, I have another two department looking to use the ServiceDesk plus. Currently IT use it, but our Web Team and Facilities Department want to use it as well. Can you tell us what is best options to get this to work if possible. I know I have asked before but if someone could help us on what to do that would be great. Regards, Keith.
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