Report Needed - Average Time to Close Ticket by Month by Request Type
Need some help in producing a new query report for Average Time to Close tickets by Month and by Request Type.
export requesters
hello i need to export the requester list from SD+ with all the information they have (id, department, phone, site,.....)
Ability to show planned maintenance on TV/Wallboards.
One of the things we would find really useful would be to be able to goto a URL which doesn't require login which then displays a list of planned service maintenance activities due to be carried out that day/week. Within our business we're now using TV screens around the company to update staff, and we currently have to do this manually
WorkLog Customization
Hi there, I am wanting to customize and change the some of the fields in the Add Work Log screen and increase the default size of the Description text box to atleast 3 times its size by default. I want to remove the following fields completely: "Technician's Cost per hour ($) "incident Cost ($) Can anyone please assist. Cheers. Tony.
Leave type schedule for approval tickets
Dear all There is a question That I have Technician A is on leave for example for one week and there are some tickets which come to him. I set the leave time and Backup Technician during those days for him but there are some tickets which require his approval to send to the respective technician. With this configuration those ticket remains in Technician A' list which I don't want Could you please tell me What should I do to not to do it manually? Regards Negin
What are the difference between CMDB and Asset management ?
Hello, Is there any relation between Products and CI Types (on CMDB) ? When I need to add a new asset (a printer for example), where should I go ? Should I need to create a new Product and then create a new asset of this product ? Or should I need to create a new CI from CMDB ? My version is 8.1.0 Thank you.
Email response to ticket functionality
I am trying to understand the email conversation and re-open ticket functionality. I have done some searching on the forums and understand that once a response is made to a request via email from the requester, the response is not added to the request, it will just create a new ticket based on the response. Is that correct? Can emails convos be added/updated to requests by making sure the request ID is in the subject field? Also, because of the above I have put in the spam filter in the Mail Server
business rule data model
is it possible to get the data model for the business rules, I mean, the tables where the sql query is stored to check if a request match with the criteria specified in the business rule definition I've discovered so far rule_selectquery rule_wofield rule_wostate ruledefinition rules but not the query definition to trigger the action defined in a BR thanks in advance
Selective notifications to requesters on SDP 8.1
Is it possible to configure selective notification in SDP 8.1? For example: Set a business rule to the arrival of an email. I need to create the ticket but do not send notification to the applicant and also send notification of closure or resolution. Note: It is only for a particular applicant, for all other applicants are kept all notifications. Thank you very much, Mauricio
requests not pulling data
requests not pulling Data for some technicans
Request has 2 different request numbers
A request was set up with one number, and email reply within system came back with a different number. Please investigate and advise.
Access to a Technician's tickets
Hi. Just saw behavior in SDP that leads me to believe that when a technician is demoted to a standard requester, they can no longer see tickets that they generated as a technician. Can anyone corroborate this, and if it's true how can the issue be rectified? I'd like to change a technician into a requester, but I want them to be able to see all the tickets they created as a technician. Thanks
Tickets aren't being marked as read in Version 8
I'm using version 8.0.0 (Build 8000) and tickets don't get un-bolded when I read them. We were previously on version 7 for several years and began upgrading and with each upgrade something broke worse and worse until the final version 7 build wouldn't even load the app. After upgrading to 8.0.0 everything clicked back to working so I was afraid to upgrade further. Any chance I have a setting that needs changing to get tickets to unbold themselves on the "Requests" page after I view them? Thanks!
Change mailserver directly in DB
Hi When I import the production DB into our test environment I would like to change the mailserver before I start up ServiceDesk. Is this possible? Best regards Peter Samuelsson Sodra Skogsagarna
Enhancement request
Hi, would it be possible to add the options to expand the action drop down menu. Our technicians prefer having the actions directly accessible from the interface instead of going through the drop down menu. Also, is it possible to have the option to have the work log in the request description (like it was before the upgrade to 8.1) instead of being in a separate tab? Thanks!
Automatic work log time tracking
It would be nice if there was a timer that would automatically start when I open a request to work on it. Then when I navigate away from the request, or mark it closed, I am prompted to describe the work I did (as a work log entry, I suppose?) and SD+ would pre-populate how much time I spent working on the request based on how long I had the request open in my browser open. Thank you.
Service catalog, task access before approve
Dear support. I configured workflow in service catalog, there are two tasks, one depend on another. I added approval and marked "All the configured approvers have to approve the Service Request." and "Do not assign technician before Service Request is approved.". But still technicians get their task before approve and without dependings, they can close dependent task before the task which it depend. How can I prevent it ?
Bussines rules by status
Hello, I want to create a bussines rule by Status, but I can´t, because in the field Define rule, this criteria is not How do I do it?
update error 8027 to 8100
Hey, when you update the progress reaches 98% then, - error logfile to confuse the following lines: 27.08.2012 0:25:32 [com.adventnet.updatemgr.util.ConfUtils] [INFO]: url :: [jdbc: mysql :/ / localhost: 33366/servicedesk? & UseUnicode = true & characterEncoding = UTF-8] 27.08.2012 0:25:32 [SYSERR] [INFO]: Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.mysql.MysqlSQLGenerator javax.naming.NoInitialContextException: Need to specify class name in environment or system property,
I need to know if ServiceDesk Plus can send data to other applications
I need to know if ServiceDesk Plus can send data to other applications. regards, Mauricio Fuentes
Automated recreation of the solutions topics based on Incident Category, Subcategory, Item list
Is there a way to automatically remove all the existing Solutions Topics and rebuild the list based on the current Incident category, subcategory, item structure?
PO attachments not accessible by approvers via browser
Hello, Things were moving smoothly until we upgraded to build 8015. After a purchase order is submited approvers are not able to access the attachment through the hyperlink sent to them via mail. In the cause of accessing the attachment a blank tab opens instead of a pop up to allow the file to be opened. Apart from using IE 8 we've tried other browsers mozilla, google chrome but all efforts have proved futile. I have gone ahead to upgrade the new build 8016 but we are still experiencing the problem.
Discovery and inventory of communications devices in SDP 8.1
1._ Can i automatic discovery of communications devices such as switch, router, etc? 2._ Can i manually enter a communications device to the base of IT assets? Thanks, Mauricio Fuentes
Migration between editions/products is possible?
Dear support, One of our customers interesting in such question: After his license is expired, is it possible to migrate from SDP to SDP MSP? Or for example from SDP Enterprise to Standard or Professional? We have several customers that already order license and use your product, and they are interesting about possibility of changing version/edition later if it is possible. With best regards, Sergii Vinnikov
Which table contains the date and time a request was made
I am unable to find this information in the workoredr table.
Bug with Change Titles
I have discovered a bug with the Change Module. If the Title ends with a "\" (backslash) you receive an error message when submitting the change for approval. Version 8.1.0 Build 8110
Technican can only create requests as a requester
Two of our technicans has a strange problem, I doubt if I have done something stupid... just can't figure out what it is. They log on just fine, and are able to see their requests, he can solve and close their requests. However, if they try to create a new request, they only get the template requesters should get. They can't set other requesters, nor can they assign other technicans to it. I tried giving admin permissions, and did not help. Is there some sort of permission that I'm not seeing, or
Description field blank
Ever since upgrading to 4108 from 4104 when we open a ticket the description field is blank, if we hit f5 to refresh it then appears. We upgraded to 4109 this morning hoping that would fix it, it has not. Yes we have cleared cache, tried different PC's, different browsers, the problem is the same. If we hover over the ticket in list view, the description appears, if we click on the ticket the description field is blank. Help !
Technican list empty, when a certain technican should be shown
I'm having a small problem here. Today I created two technicans. When I created a new request, the technican list would be empty. If I would pick a group first, and then a technican, it would be fine, just as long as these two technicans weren't members of the group. After doing some troubleshooting, I found out that I forgot to add them to all our sites. After doing that, one of the technicans is working. The other still dosn't. So actually, if we edit a request, and try to assign it, we will
Please HELP - Business rule and autoasignation techinician
Hi, I’ve configured this business rule in order to assign automatically all the requests created by the users (without category/subcategory) to the group “LOCAL SUPPORT MADRID” . The Brule seems to work because I receive the email confirming that but the request is not assigned to the correct group. Can you help me ? im in a hurry
LDAP import fields
Halo! We are neet to import more field than have in manage engine interface For example How can import field mobile number or Location from LDAP ? Best regards, Mikhail.
Adding image to the Helpdesk - Notification Rules
Dear Team, Can we add image into the Helpdesk - Notification Rules in each of the notification message been send to the user when logging call etc Current setup Send all e-mail notifications in : Rich Text format (HTML) Service desk version 8.0 Build 8019
How to fetch Specific Day Report of my Server ?
Dear All! As far as Managing Engine stores statical report of my different server components timely/hourly/monthly and even yearly. How to fetch report of my server of a specific day, Like 24 august how was my server functioning.(CPU,RAM,Disk Util etc..) and I should be able to save it as a PDF File. I can fetch reports of last month, or last week or even last year but can't fetch a specific day. Please Help Me. Best regards
Preventative Maintenance - Changing to one time Schedule
Morning, We've been having an issue recently where Preventative Maintenance tasks are changing themselves to one time only events with no scheduled time. In the past I've rescheduled the PM tasks and it looks fine for a while, then the PM's stop generating and the schedules have changed. What can I do to resolve this issue. I'm using Service Desk - 8.1.0 Build 8105. Thanks Jonny
Setting up email accounts for escalation levels in SDP 8.1
In "Service Level Agreements" i´m enabling escalation levels, but I can not write email boxes other than those registered in the database of ServiceDesk Plus. I need to configure additional mailboxes, SDP may solve it in version 8.1? Thanks, Mauricio
Asset Managment Agent - Deploying to an entire subnet
Hi Everyone, I'm pretty new to servicedesk plus but have a requirement to deploy the asset management tool in a fairly short timeframe. Due to the nature and size of our organisation I dint want to deploy to an AD domain but would like to roll out on a subnet basis. Question: Is there a way to deploy to an entire subnet? I can only find a way to deploy to a single device on a subnet, or everything?? Cheers Rob
How to reopen a closed change request?
How would I reopen a completed change request? I am testing it out, and if I manually change the status field on the edit screen of the change request, clicking the save button does nothing, and the change request is not updated. I don't see any error indicating why the status could not be modified.
mail server certificate
My exchange certificate expired but now renewed, I am getting problem in my ServiceDesk Plus Helpdesk - Mail Server Settings. showing error below. How to update my certificate in ServiceDesk svr? FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Where is the request date/time stored?
I can only find the created date/time in the workorder table but not the request date/time as input by the user. Please assist.
Restrict attachment size
Currently SDP limits the size of an attachment to 10MB. To change the attachment size requires a modification tothe global config file. Should the global config change as a result of a patch application, any change made to atatchment size in global config will revert to the default 10MB. Administrators should have the ability to set the size of an attachment. This change should not be lost due to upgrade or patch application. Administrators should also be able to turn off the attachment feature
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