Report on Technician's open tickets over period of time
I am looking for a way to run a report. I want to see the number of non-Closed/Resolved tickets that a technician has had over a period of time. so a report that shows Technician A had 10 open tickets on Jan 1st and 12 on Jan 2nd, etc. Any help would be appreciated.
Invalid Assets Audit reports due to OS language
In reports: "1. Operating System (Microsoft Windows 7 Корпоративная) - Name changed from Microsoft Windows 7 Enterprise to Microsoft Windows 7 Корпоративная 2. Uninstalled software -Microsoft Windows 7 Enterprise" BUT! We have W7 Pro with MUI installed, so when PC is logged off it has "English" interface and reports itself as "Enterprise" and when user logs on the same PC Windows becomes "Russian" and reports itself as "Корпоративная". So Windows 7 Enterprise is not UNINSTALLED it just have changed
Multi-company
Good day I have one questions. You have some roadmap to include multiplex companys to Service Desk Plus. My questions is because I support differents companys from Enterprise Group. Thanks... Best Regards.
Unable to log in as locally after test migration to Linux
Hi there, We are currently testing a migration of servicedesk 8106 from Windows to Linux. The migration is flawless, however we are unable to log in to the administrator account. We have also tried resetting the password to the admin account, and another local account through the sql back end, but still no luck. One thing we didnt do as a test, was remove any domain / ldap authentication from the live database before moving across to linux. Is there a 'migration guide' available from ManageEngine
Asset scanning
Is there a way to edit the "expired" name for asset status. I dont want certain computers to be scanned which setting them to expired solves it but i dont want it to say expired i rather pick my own status.
No remote control from Service Desk
I am having a heck of a time getting this to work at all. Any pointers?
OU report showing users in a specific OU
I've look through all of the reports several times and maybe I missed it but I need to run a report showing only the users within an OU. Can someone point me in the right direction. Thanks,
Unable to create task. Selected domain is not available in DC.
Hi, I've receiving an error when trying to deploy software through Service Desk "Unable to create task. Selected domain is not available in DC.", I can deploy to users without any issues, but trying to deploy to Workstations causes this error. Any help would be appreciated. Thanks Jonny
SSL version with SD Agent
During the testing of ManageEngine ServiceDesk Plus 8.0.0 we have found a vulnerability after performing the Internal Vulnerability Scanning. Vulnerability details are as follows: vulnerability for port tcp /9000 This SSL service supports SSLv2 connections. SSLv2 has known cryptographic weaknesses that can lead to the compromise of data encrypted during the SSL session. Secure web applications should only enable SSLv3, TLSv1, or newer. SSLv3 was released in 1996 with numerous security enhancements
Help with Custom Query Report for outputting the times calls come in
Hello, I'm trying to create a Custom Query Report to show how many calls we receive during specific time periods of the day. For example: How many calls we receive: From 8-9 a.m. From 9-10 a.m. From 11-12 noon, etc. I'm also trying to group it by Category to know what type of calls come in during those times. For example, Are they all password resets, or logon failures, etc.? I can only seem to create a report to show how many calls per DAY we receive but I need to know the times these calls are
CUSTOMIZED REPORT
I have added 4 status : WIP, Requester has to revert, Escalated to cust, Escalated to L2, resolved by cust, resolved by L2,i need to generate a comprehensive report and send to customer which having the following data : Srl No Incident Number Priority SLA Violation Status Requester Code Requester Name Call Opened By Call Assigne to Last Modified Date Category Sub-Category Item Request Description Reporting Mode Reported By Reporting Person Details Resolution Desc Escalated to GCPL Date/Time Resolved
Task Dependency on assigned email
When you get an email that a task is assigned to you, it would be nice if it also included task dependency information.
MAC-addresses in assets
I have two servers with RRaS service installed. Virtual VPN Adapter always uses MAC=00:53:45:00:00:00, so i have two servers with same MAC. I can switch off identification by MAC, but in this case when i reinstall office computer under another network name i will have two computers in assets -- one with old name and one with new. So i think it is better not to use information related to virtual network adapters in assets http://weblogs.sqlteam.com/mladenp/archive/2010/11/04/find-only-physical-network-adapters-with-wmi-win32_networkadapter-class.aspx
Security Certificate
By default the certificate the certificate issued to: %server name% We need to update the cert to https://helpdesk.companyname.com How can I update the cert? Thank you
Undeliverable: Request Id ##xxxx## is appended with requester reply
Hi Guys, What could be the possible reason why do we received message like this on Service Desk? and it is flooding the request on Service Desk. Any response would be appreaciated. "Subject Undeliverable: Request Id ##5002## is appended with requester reply. Description Your message To: email@domain.com Subject: Request Id ##5002## is appended with requester reply. Sent: Wed, 23 May 2012 14:54:50 -0700 did not reach the following recipient(s): email@domain.com on Wed, 23 May 2012 14:54:51 -0700
PostMaster Strange Behavior
It is strange that we keep on receiving Post Master Exchange mail on the service desk with undeliverable notification as its subject but I think the original mail have been successfully delivered to its recipient. It is flooding the service desk and our database as well. Any Idea what causes this strange problem? Thanks,
Possible to view original e-mail used to create a ticket?
Is it possible to view the original e-mail used to auto create a request? ServiceDesk Plus does a nice job creating the request. It would nice if the original message headers were visible in a history or some other section.
Regenerate Self-signed certificate
I need to regenerate the certificate on the server because the server name has changed. How can i do that?
SMTP Server
Dear all Can I Use "SMTP Server" feature which is in Windows server 2008 for setting up my mail server in Service Desk Plus? I dont have any mail server right now and i want to set up a small mail server to configure replies and notifications which go through mail server ? Thanks in Advance Negin
Time Spent combined reports.
I already have the answer from Tech Support that what I am asking for needs to be evaluated for future development, however, thought I would post to see if anyone has a workaround in place already. I would like to build a custom report that pulls from all modules where technicians can log time on a project or request, task, problem log, or change management. currently I have separate queries for these, that don't really line up to show the right data. so If anyone else has taken it upon themselves
Unable to send external mails via servicice desk
We need to send PO to Vendors outside our domain(external mails) but efforts in doing so has proved futile. Changing the Vendors email address to any of our local mail addresses work perfectly but whenever we try sending to another domain an error pop up "sending notification failed". However exchange is working perfectly. Thinking it could be the anti-virus we tried running it on a machine without an anti-virus but it still failed. Kindly assist in rectifying this issue.
Report - how to get decimal result
Anyone tell me what is wrong with this query please. All I get are integer answers Select (100 / count(*) ) as Totals from workorder WO INNER JOIN RequestCharges rc ON wo.WORKORDERID=rc.WORKORDERID where (((wo.COMPLETEDTIME >= <from_lastmonth>) AND ((wo.COMPLETEDTIME != 0) AND (wo.COMPLETEDTIME IS NOT NULL))) AND ((wo.COMPLETEDTIME <= <to_lastmonth>) AND ((wo.COMPLETEDTIME != 0) AND (wo.COMPLETEDTIME IS NOT NULL)))) If the count(*) returns 100 I'd expect the answer 1, if 200 it should be 0.5 What
Running a Ticket Report help
Hello, I have successfully created a report that shows me how many tickets have been created, how many tickets have been closed and how many are still open at the end of each month. My issue is that for the open tickets, I want to know how many are still open at all times..here is an example: My report says I have 39 tickets opened. We closed 32. Basic math will tell you 7 tickets were still open. However, I want to know ALL of the tickets that are still open, because there are possibly 13-15
Retroactively run weekly reports to graph trends
Hi, I am hoping someone can help me out - I am not sure if I am running into a limitation of the program, or a limitation on my understanding of how to create a custom report... I am trying to run a report which can show the total number of pending requests in a given week along with the number of requests added during that week. In the same report I would like to show the number of both closed or resolved requests for each week. I want to be able to retroactively go back say 6 months or a year to
Custom Report based on Time Created
What is the easiest way to create a report based on time created ? I need a report to show which time of the day most requests have been coming in. I only need it to say: 9-10 - 30 requests 10-11 - 45 Requests 11-12 - 50 Requests 12-1 - 30 requests etc.... IS this possible?
reply mail problem with outlook
hi, we use sdp pro. 8.106. After we uprgade system from 8.027 to 8.1. than, A user logs in to service desk and creates a request. We respond by email to the user though service desk. The user responds though outlook to the email and we have no log of the conversation. I look at the email adress which i defined on system. all mails are in box. and there isn't come a noteficetion mail that a requster send a new reply. I use this subject [Re : ##$RequestId## : $Title] at the admin-notification
Aprroving PO should be hierarchical
It will be proper if PO "approvers" have turns starting with the least in the approvers hiearachy to the senior most, in other words in a scenario where a Chief Technical Officer and General Manager have to approve a PO, the GM should only be able to access the PO for approval after the CTO has approved. Currently all approvers receive the the PO at the same time thus breaching the channel for approval.
PO Currency
PO currently picks only one currency at a time. I will suggest that the Currency will be transaction based making it possible to select a type of currency based on a particular transaction.
Creating Change from an existing Change
We have similar Changes that need to be created, I have a few people asking if there is a way we can create a change that will inherit information from an existing change? Also the same for requests? thanks
SLA escalation at time of breach
I am wondering if there is any way to setup an SLA that will run the escalation at the time of the breach. For example, we have a SLA indicating that response should happen within 2 hours. We want the level 1 escalation to happen at the time of the breach but it appears you have to code an exact time to send the alert. I wanted to populate escalate after 0 days but didn't know what to put into time. Is it possible for the alert to happen right at the breach or are we limited to populating
Convert Trail Version to Free Version
Hello, I mistakenly installed the trial version (don't remember seeing the options to choose Free). Is there a way to revert my license type to "Free"?
Asset Scan
Is there a way to prevent our Asset scan from scanning a particular Asset type under the IT asset list? We have machines which will not be connected to our network which means they show under failed scans. We list them to keep track of our assets but would rather not see the errors for these machines.
Agent Install Script Not Working
I've been trying to use the script with GPO to install the agent on our workstations on login. I am unable to get the script to work.
Escalation Rules
Hello, I would like to have the ability to create escalation rules on a per technician basis. For example, I would like each technician to have to whom their tickets get escalated to, ie. their supervisor.
Busines rule "Set Service Category as"
Hello. we have a service category with approval workflow. when a busines rule is worked and service category changed, workflow dosnt change in accordance for new category. p.s. sdp version 8.1
Error opening links
Good afternoon. If the browser is closed and you are not logged in the system, then the task of opening links in a browser http://server/tasks/CUDTask.jsp?TASKID=903&MODE=Edit start out mistake. does not depend on the browser, tried Chrome and IE.
Organizing tasks
We have a incident template with tasks and when we go to "organize" the tasks to put them in the proper order, some tasks aren't showing up on the "organize task" screen. Also, if you look at the tasks in the request, starting at task 8 there are duplicate task numbers. i.e. 88 99 10 10 11 11, etc.
Sending Notification Failed
Hi, We seem to be having an intermittent issue where we are unable to reply to requests. This error is occuring intermittently. We are running Service Desk Plus 7.6 Build 7605. I've attached the log file from the server. The event occurs at 10:27:10:886
Fast Refresh / Service Categories
For some reason when we click on the Admin tab and select Service Categories the web page refreshes over and over. Has anyone ever seen this before? We are using IE8 on Windows 7. It appears to do the same thing in Chrome. We are on 8.1.0 Build 8100.
Name of the service was in two lines
How do I get the name of the service was in two lines
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