Report Request for site stats per day
Hi, please can someone help me generate a report. im looking to see a list of our sites with number of tickets raised that day and number closed that day i can do individually but not together. thanks in advance Russ
Asset Query
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPos or switches as most of my asstes have gone into workstation? See attached picture. Thanks Keith
Asset movement?
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPOS which I have setup asmost of my asstes have gone into workstation? See attached what I mean. Any solution would be great. Thanks Keith
Custom Asset Report
Is there a way to configure and report on all assets (specifically Servers/Workstations) on the following columns: Workstation Model Custom Attribute Business Impact I am able to configure a custom report with data for the first 3 columns but I cannot find where to add the Business Impact column when trying to configure a custom Asset Report. The business impact field is visible under the asset information page, just not as a select-able item for reporting. Thanks!
SDP Project Task leading to changes
Hi there, I'm using the new Projects module for SDP, and running in to a workflow issue. I'd like to be able to manage project milestones, tasks, changes, and incidents in the one place. However at the moment, I have to duplicate information across both the Project module and Change module. Ideally it would look like this: Project 1
Contract attachments lost
I've been having trouble with attachments to SDP contracts getting lost. When I click the attachment, I get to a window "The file was not found." An example of an attachment name is "RHL Support Entitlement order 11:9:12.rtf". The latest instance of this is on a contract renewed in Oct 2012. Also, when I renew a contract, I delete all attachments because they're relevant only to the old contract. I Edit the contract and when I click the red X next to the attachments(s) the first time, it duplicates
auto pick-up
hello, i am technician of desktop support group and i want to know, is there any third type software or something which will make pick up of the ticket\request which will be assigned to our group, thank you and waiting your replies
Weed out records if count is lower than 2
Hi there, I've created a report in the ServiceDesk Reports area and I am close to what I want however i was wondering if there is any way to not include any records if the "count" on the report is 1. Basically the report I'm creating is a "repeat call" report and it counts the number of requests submitted by users within a time frame and I want to ONLY include the requestors that have multiple tickets within that time frame. Is it possible??
Import asset/cmdb relations from CSV files
Hi, I'm using SDP 8.1 and I'm importing a lot of assets using csv files. Is it possible to import also asset (or cmdb) relations using csv files? Thanks, Sutot
Technician Availability Report
Hi, i need report for availability technician by year or month
Template for 'Submit for Approval' on request???
I am on build 8205 of ServiceDesk Plus. I was wondering if there is a Template for the email that gets created when you do the 'Submit for Approval' action on a Request. I haven't found one and we would like to modify (slightly) the text of what is sent to the approver. Many thanks, EJ
blue font on subject after update
after updating to 8.2 build 8201 some technicians tickets are blue font for the subject... only the subject is blue, the other fields such as ID, Due Date, etc are black. This appears to be in IE8... IE9 doesn't have the blue font. Of course some of the techs like it and others say its hard to see... just wondering if there is some fix or what caused this. thanks
Mail Fetching doesn't work
Hi, I have a problem with incoming mail fetching. Mailbox informations are correct, and the connection test did while saving settings is ok. But emails aren't fetched, and "Last attempt to fetching mail" contains an empty value. More, in scheduled list windows there is this row: 4814 MailFetchingSchedule 2013-05-27 17:39:45.28 null null Enabled 1 minutes 18000 More, when I try to stop and restart mail fetching following rows appear in the log file: 16:25:54:046]|[05-27-2013]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[39]|:
Notes field in chronological order with the replies
Hi All, I'm new to the latest version of Service Desk. I like to add notes to incidents, these are mainly comments for my team to see (I don't mind the requester seeing them if they login). For example a user reports an issue with a printer, my team might spend some time trying different things and I then take a look and I might like to ask something like "Have you tried turning it off an on again) I would like my notes to show up in chronological order with the conversation rather than hiding at
Request List From ServiceDesk Plus API
Hi, I was wondering if it's possible to use the ServiceDesk Plus API to get a list of requests. Ideally I'd like to be able to develop a "Dashboard" that will give a breakdown of requests by technician and display the number of unassigned requests that could be displayed on a large TV in our helpdesk area. Looking at the API docs in the system itself I see information for pulling individual request data by ID number, but I'd like to be able to pull lists by Group and Technician. Mainly just
REST API Format
Hi! We are wondering which format if that is the case will be the road ahead when setting up API integration with other systems. Input Format 1 or format 2? Which input format is the on prefered one? "Note: Please note that the Input and Output XML formats have been changed. But for compatibility reasons, the Input operation will support both the formats. " Best regards, Jay
Unable to Upgrade to 8205
I am unable to upgrade to the latest release 8205. It gets to the post invocation process then I get an error that says Sorry, Uninstallation is currently not supported This has actually been occurring since any release past 8202. I am unable to upgrade to any new release and I have to revert to a backup. Any solutions out there?
Clean build on MSSQL
Dear Support, Which build of SD do I need to install as a clean new build on a new server to be able to use MSSQL as the back end? The most recent install runs on PGSQL no matter which option you choose. Change to MSSQL is not supported? I guess I need to install an older build on MySQL or one where MSSQL works correctly from the start then upgrade it? Thanks, Dean
Critical : Error while invoking backup (Manual backup and backup scheduling fails)
Hi Service Desk Employee. I am implementing your product at a customer site. I got an error messages through mail after I enabled backup scheduling. Below are the email I receive from the system. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.util.zip.ZipException:
Software Asset didn't shown when changing asset associated to request
I add all IT asset as well as the Software, but when I would like to assistance one of the software to a request , the software didn't show in asset drop down list any help in that
Repeated failed updates
I have experienced failed updates the last two attempts we have made. The first was with build 8203 which required a support call to be made to get our system back up and running. And then again we tried updating to 8205 and again this failed but we were able to revert back on our own this time. Do you have any suggestions on how I may be able to complete an update as we are currently stuck at 8202.
Seach remarks fields of purchase orders
Due to there being no way of linking a purchase order to an incident, change or problem record we sometimes we store important information in the PO remarks field. We cannot however search these fields. Can PO search include this (and all other PO fields). Thanks, Stuart
Escalation report
One of our managers is wondering if we can report on escalations. Is this possible?
SLA Warning Notifications
Is there a way to configure notifications that a SLA is approaching on a ticket? I would like to be able to send out notifications to my technicians when 50% and 75% of the SLA time has expired and I would like this to be system wide and not have to set individual reminders on tickets.
Changing type of a request
All requests that I receive over email, are automatically registered in the system. It is correct mostly, but sometimes I would like to change type from a support request to a service request. How can I do it?
Custom Report Help, Custom Asset Field
Hi Everyone, I'm trying to write a custom Asset report in Crystal reports and need to report on a custom field we added to the asset screen. Does anyone know what table that information is stored in? Thanks. Marc Fleischner Rowan University
Removing unused software entries
My software list is now running to over 4000 items, but I can see that a huge number of these are showing as '0' installations (ie the software is not installed on any of the PCs in our environment) Is there any way that I can easily remove any software with a '0' installed value (I believe this might be a feature of 'Desktop Central' but we don't have that software)
vendor deletion
If I delete a vendor, what happens to the purchase orders that were written for that vendor and any assets that were associated?
HotFix 7514 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7514) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html The new build 7514 addresses the following Enhancements / Issues. Enhancements in this ServicePack : Caching enabled for default and referred site data like BusniessRules, ServiceLevelAgreement(SLA),Operational Hours, Holidays and Timezones. Following Performance Intensive operations can be turned off based on a
MS SQL Query to Change Site on Change Tickets
Hello, I am looking for a MS SQL query to view/change the Site associated with Change tickets. I'd like to be able to change them in bulk. I found this https://forums.manageengine.com/topic/clearing-out-junk-sites-and-departments which seems to work in the Requests module, but does not affect anything in the Change module. Any help is greatly appreciated. Thanks!
adding projects to dashboad
Hello engineers is there any plan at the moment of adding projects status to dashboard?
Adding Links to Technician Home and/or Jump To drop down list
Is there a way to customize the technician Home page to add an area for links and/or is there the ability to customize the list of links on the Jump To menu? Thanks
Using the Jump To Option.
When we use the jump to option to go to Desktop Central from Service Desk Plus, it opens Desktop Central on the same window, but when we use the Jump To option to go from Desktop Central to Service Desk Plus it opens a new window which is the way we think it should work. Is there a fix in Service Desk Plus to get it to open a new window?
Moving from workstation IT Assets?
Hi, Was wondering how you can move assets from workstation in to say printer or switch list? Regards Keith
Configuring POP3S account, error Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate
Hi! I´am trying to configure the Incoming POPs3 account email setting and getting the following error: Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate. I´am using a Global Sign Organisation Validation CA certificate. Works fine from Outlook etc. Any ideas how to resolv this? Best regards, Mats Engholm
Not receiving closing notifications
Our requesters are not receiving notifications when the request is set to resolved or closed. They do receive a notification when the request is created. We have the following notifications enabled: E-mail user when a request is resolved. Acknowledge requester by e-mail when the request is closed. 8.1.0 Build 8116
Technician Missing From the Technician List
Hi Guys, We're in the middle of changing over to the ServiceDesk plus v8.1 and I've come up with a bit of an issue where one of the technicians that was added has now gone missing. He can still log into the system and has full functionality of the support site. I have found and read the following thread: https://forums.manageengine.com/topic/name-of-one-technician-missing and ran the recommended command "select h.technicianid'Technicianid',a.first_name'Technician',sd.status'Status' from helpdeskcrew
First response
Hi SDP Team, Good day! I would like to ask what is considered as first response for an issue raised from the application. So the SLA would not be violated? Thanks, Mark
Name of one technician missing.
Hi All, I have a technician who shows up everywhere but in the Technician list. Any ideas? Thanks, pmat20
Customize Dashboards in Service Desk 8
I love the new service desk 8 so far! However, the dashboard is just a little "crowded". I'm running a wide screen monitor at 2048X1152 and the dashboard takes up a very small portion in the center of the screen. For example, the technician names get cut off, like so: Eric Co.... Mark He..... And so on. Is there way to "stretch" the dashboard out? Thanks! Eric
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