How to track external request/resolution dates?
Hi all, Please consider the following specific scenario: * The requester sends a request in SDP. * 1st level support is provided by a group in SDP. * 2nd level support is provided by a group outside SDP. * 2nd level communicates the resolution to 1st level support. * 1st level support communicates the resolution to the requester. * The report needs to show all closed requests with an indication of: - The creation date of the request. - The date when the request was
First Time Install
I downloaded and installed the Professional Free version on XP and Vista and neither is working. I have tried both the SQL and MYSQL versions on the XP Machine. I have tried the MYSQL version on the Vista machine. Neither bring up servicedesk after install. The ISS is a fresh install on both machines. ISS home screen comes up when I type in localhost. Servicedesk in installed and configured to use localhost:8080, the web portal does not come up. Please advise. I have this installed on a personal
restoring the database
Hello, there is a problem - after restoring the database from backup does not run the client, the log is attached.
Which Notification Template?
I'm having troubles figuring out which notification template is being used behind the Reply button shown in my picture below. The picture is a part of the Requester Conversation. hctestester1 is the Requester, Tammy is the Technician. hctester1 opens up her request to enter a reply. She picks and expands the last reply from Tammy the Technician, and clicks on the Reply button located within the conversation. Which template is that? I have numbered all of the subjects to all of the Request
How do I use the filter?
I am new to trying to figure this whole thing out, but I am trying to inventory our School District's computers into the Manage Engine software. I want to try and do them one school at a time to get the hang of it, but when I go to the Assets > Workstations page, and click filter, I type in (like) VP* hoping to get results that only display computer names that start with "VP". When I hit enter, it just takes me back to the default workstations page. Is this correct? Or am I approaching this completely
Anyway to change maximum attachment size?
10MB limit is becoming a problem, anyway to change this?
Report on Report Module
Database : MYSQL and MSSQL Query SELECT customreport_details.REPORTID'Report ID' , customreport_details.REPORT_NAME'Report Title' , customreport_folder.FOLDER_NAME'Folder' , task_input.EXECUTION_START_TIME'Schedule Start Time' FROM customreport_details LEFT JOIN customreport_folder ON (customreport_details.FOLDER_ID = customreport_folder.FOLDER_ID) LEFT JOIN reportscheduletask ON (reportscheduletask.REPORTID = customreport_details.REPORTID) LEFT JOIN task_input
Keeping all the information what access the users have
Hi, Is there any proper way to store all the above informations on SDP? At the moment we use Assets for people, but this is not the greatest idea. For instance if someone has 3 different domains, and some another accounts on different systems, we would like to attach all this information on the SDP so if you click on the person name it will show all the accounts associated to the user as well as all the assets such as mobile, workstation and etc. Regards Mario
Add Notify Users field to Problem Management
Add a field to the Problem Management ticket where users can be added and notified of the problem ticket.
The users accounts is dublicated after the logon name in AD is changed
Hello, we've a next problem with our servicedesk+ system. We had changed the users logons names in Acrive Directory, and after synchronization, we get a new account in servicedesk+ for each existing user. But we are expected that the old accounts should be updated with new logons names. Can you kindly help us? :)
special report
I am looking for a report that is giving me information about the requests that where created for all assets of a certain product-type. For example. For every printer I want to see the request that where created for that printer. Can someone help me? Thanks
VNC
You should add a link for a vnc connection. I think vnc is better than remote desktop.
Firefox 11 won't allow you to add notes
My team are all running Firefox 11 on Macs. Since FF11, none of us can add notes to a ticket in SDPlus by clicking Actions>Add Notes OR the Add Notes button. There is no response at all to either action. Safari and Chrome are fine.
Unable to open changeDBserver console
Hello, We our facing a problem while changing the database server in ServiceDesk Plus. It throws the following java exception error Exception in thread "main" java.lang.NoClassDefFoundError: Files\AdvenNet\ServiceDesk\bin\\//server\default\lib\SDUtils/jar;E:\Program The version being used is 7.5.0 build 7506. Im also attaching the screenshot. Thanks & Regards Faisal Shaikh
Solution Titles Cut Short in Self-Serve Portal
Hi, My solution titles are cut short in the self-serve portal (e.g.: "Cannot Logout, Shutdown, or Restart Workstation Wh ..."). Is there any way to configure them to display more text? On a related note, my end users are either unilingual French or English. Is there an easy way to store solutions in both languages? My current work-around is to keep both versions of the title and solution explanation in the same solution ID... But then my short title problem is exacerbated. Thanks!
localization - can it be made bilingual?
We need to support both English & French. Will it possible to switch between languages or can we run two instances at different URLs that access a common database? - JC
Reply template, popup window?
Hi, I upgraded ServiceDesk to build 8026, after that i get a popup window every time i use reply template. See attached image.... Kind regards Robert
Time spent and Worklog
What's the difference between Time Spent and "Total" of all Worklog times (see attachments -- Worklog time is 8 hr and Time spent is 15 hr)? I need a report that summarizes all the worklog times for specified requests. Something like that: Requiest ID | Requester | Technician | Worklog time | How can i do it?
conversations in requests
Gents, I'm a technician. When I use Web Interface (WI) and answer to user in request, my answer will be added to request. Also you will see that you answered to user@company.com (you see field To: user@company.com in the answer) But if I use email and answer to ServiceDesk's email and user email, I will see in request only answer without To/CC fields. I.e. you can't chek, was this email sent to user. Can you please keep in the conversation original To/cc fields from email ?
Mail not Feching Exchange 2003
Hello We are using Exchange 2003 and we have enabled the user account with POP. I keep getting the following message when I save, "Failure E-mail setting saved successfully. But error occurred while trying to check connection with mail server - problem connecting to mailbox" The outgoing is fine with the same account details. The software is installed on a virtal server. Thank you Angela
Scanning Macintosh Computers
We have version 8.0.0 of the Manage Engine software but I can not get it to properly scan Mac computers. I have tried Network Scans. I have tried local or global credentials. I have tried having the machines just at the login screen and fully logged in,. It has found some of the Mac but the bulk fail the scan. Is there a Mac OS version that does not report back the info as ManageEngine expects ?
New functionality in Change Management
Can we have a new feature in Change Management where a report can be run / scheduled to display all changes due to be completed on a day, but not completed. this would make visibility of "failed" changes or forgetful technicians easier and make teh process slightly more proactive without the need for additional resources. James Gander Gander Service Management IT Operations and Service Management Consultancy
Email Requester when priority is set
Does anyone know if it is possible to have servicedesk send an email to the requester when a technician assigns a priority to a ticket? What I am trying to do is have a auto reply template setup for each priority and give the user our SLA guidelines. For example if it is set to "Low" priority it will say in the auto-reply that we will be in contact regarding this issue withing 2 business days. Any help is greatly appreciated. Thanks!
Asset relationships and change management
Hi Can Change Management be amended so that when the asset is entered, the Services Affected is pre-populated from the Business Services relationship? James Gander Gander Service Management IT Operations and Service Management Consultancy
Custom Notification Rules
We need a way to send email notifications to some, but not all of our technicians when a ticket is assigned to them. I need a way to create a rule that says when a ticket is assigned to Joe Smith, send him an email. I can create custom business rules, I should be able to create custom notification rules.
SDP Reports about Solutions
Hello to all, do you plan to include Solutions database for use in Reports Tab? Thanks in advance.
Can't find Survey comments
Hello, I'm sure I used to be able run a report that would show the free text comments that were made when a survey was completed. I can't seem to find them now. Where would they be? Running version 4.1.0 build 4112 Thanks.
2 Questions in regards to a SQL Script.
I created the following Script in MSSQL and it is working. SELECT Change_fields.UDF_CHAR1 ,ltrim(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Open Date' ,changedetails.CHANGEID ,INITIATORID ,TECHNICIANID ,STAGEID ,PRIORITYID ,CATEGORYID ,SUBCATEGORYID ,ITEMID ,APPR_STATUSID ,CHANGETYPEID ,URGENCYID ,TITLE ,DESCRIPTION ,SCHEDULEDSTARTTIME ,SCHEDULEDENDTIME ,COMPLETEDTIME ,NOTESPRESENT ,SITEID FROM ChangeDetails, Change_Fields where ChangeDetails.CHANGEID
deleted table is not restoring after backup.
I removed a table from database, and after a made restore a backup. Why a deleted table is not restroing?
Creating Requests in Resolved State do not Close
Hi Guys, I think I have discovered a problem in SD+ using build 7605 If I create a new request, fill it out and set it immediately to a statues of Resolved, the request remains in a status of resolved and does not close after 5 days which is our rule. In fact it never automatically closes However, if we create a call, save the request in Open Status and then reenter the Request and set it to Resolved, the request does close after 5 days. Is this a known issue ? The reason why we create
Operational Hours
Hello, I would like to know that if i worked in SQL server with the datatables below, i would manage to configure diferent operational hours for different days. OperationalHoursDef HoursOfOperation DaysOfOperation I really need configure the hours of Friday with different operational hours from the rest of the week. Thanks & Regards
Report for requesters
Is there anyway I can have a report that is viewable by certain requesters, its mean to show statistical information on changes that they have requested. I currently do not see an obvious way in the application functionality to do this.
SLA's totally confused
Okay. So I've read the documentation back to front but I'm utterly confused with the SLA timing... INFO: Our internal Service Desk has the following operational hours: Monday-Friday 09:00-18:00 (9 working hours per day) We have the following SLA's QUESTIONS: Q1. If I set a 1 working day response/resolution does SD+ take into account our working day is made up of 9 hours and not 24? I want to ensure that a request raised on a Friday at 14:00 doesn't reach the 1 working day SLA until Monday at 14:00
A way to remove incident list filters
How can I remove preset filters from the Filter drop-down in the Incidents list? Most are irrelevant to my team and make it difficult to select the one we want.
Automatic entrance in Service Desk Plus 8.0
Hi, how to make an automatic entrance in Service Desk Plus with login and the password with which the user entered into windows?
\setcommonevn.bat is not recognized
Hi guys I am running this script: net stop servicedesk call C:\ManageEngine\ServiceDesk\bin\backupData.bat net start servicedesk I am getting the following error message: \setcommonevn.bat is not recognized as an internal or external operable program or batch file java is not recognized as internal or external command
ServiceDesk Plus Hotfix 8026 Released
Dear Users, Hotfix over 8000 is released ( 8026 ). And you can refer to the enhancement / issues fix included into this hotfix from the blow link. http://www.manageengine.com/products/service-desk/readme-8.0.html#8.7 README content : Enhancements in 8026 : Request SDF-44926 An SDP API reference implementation is provided to generate tickets in SDP via API. Custom implementations can be written to perform specific tasks and API implementation can be invoked to create tickets in SDP. An SDP server
Requester is able to see worklog using request print preview!
Correct me if i'm wrong - requester should not be able to see worklog details? I've already wrote that in other topic, but still no support request.
After Upgrading User List
Hi, Sometimes, my coworkers ask me to upgrade users list from AD to SD+; but the thing is that 3-4 user are upgraded but it only says "added users: 3". It could be very useful that after the upgrading it says the name or account added and those with errors. Regards.
Wish to import MS AD values accountExpires and lastLogon
Hi I try using the "Import from Active Directory" to import "accountExpires" and "lastLogon" from our MS AD but have no values from imports. Any idea what could be wrong? Regards Per Nilsson
Next Page