Column Feature in Reporting
I am trying to run a monthly report from service desk. I want the top colume to be weeks (say,week 1,week 2...) for a particular month and the left to be request category.However, from the drop down list of options,it only contains created time,responded time, etc..... and does not contain weeks as I want in my reporting format. What could I do to include weeks on the top column. Thanks LSmith Papua New Guinea
Amused or mortified...Either way, check this out.
Type the word "unchecking" no quotes into the description field of a request. Then, click the spell check button. Checkout the interesting list of suggested correct spellings.
Remove asset selection from new requests
Hi. Currently requesters can see assets that are not related to their site when creating a new request and selecting all assets. Can this be disabled or the asset block be removed from request templates? Thanks Morris
Reply to a Request
When replying to a request in manage engine our system doesn't include the original email from the requester. When you forward a request the message is included. I've looked all over the options but cant see anywhere to enable this - is it an option? Thanks Matt
SDP e-mail repots problem
Hello, I have small problem with Service Desk Plus. I had a serviceman account in SDP and for his account was created report which was send at 8th in each month. After some time, the serviceman account was deleted and SDP (I think) deleted the entry abouth this report but the report itself is still active and is sending to non existing e-mail account ( so e-mail is returned to SPD). Someone have any idea how to fix that issue?
Close organization
I´m the administrator of a test environment, how do I close the organization and close the account in order to join my email account to the production environment?
Requester Login Name Auto-fill in "Requester Details" section of new incident
Dear Sir, We have all users imported from AD, and there is "login name" in the requester database. However, there is no such field in the requester details section of incident form. Is it possible that I can add one additional field which will auto-filled by login name when I choose the requester? Thanks a lot~ Regards, Alan
Can users withdraw/close requests that they have made?
Hi, Can users withdraw/close requests that they have made? Thanks Martin
8015 Hotfix Released
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / changes addressed in this hotfix ( 8015 ) release. [ Please be informed that 8014 hotfix is an internal release and not uploaded in our website.] http://www.manageengine.com/products/service-desk/readme-8.0.html#8.7 Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
error on Backup Scheduling
Hello, I'm using ServiceDesk Plus 7.0.0, but I've an error on Backup Scheduling, the backup is not being made, servicedesk automaticly start the task but then gives an error as you can see in the printscreen and doesnt create the backup file. The destination is for local disc. Best Regards,
Database Setup Wizard doesn't change username
Hi, I need to change the MS SQL login that is used by the SDP product to connect to our MS SQL database. The login has dbo permissions on the database. When I use the changeDBServer.bat utility to do this (see image below) it does not appear to change the login. I enter all the details and click the Test button, which is successful as it returns a message of 'Connection Established'. However, when I then click on the Save button nothing appears to happen. See below....
Service Desk Plus API
I've been doing some testing with SDP's API (retrieving, creating Requests, etc.). I really want to integrate this into our own Computer Inventory program. The one question I have (for now) is: how can I retrieve a list of valid values for fields like Category and Subcategory? Thanks, Derrick
Technician Group Listing
Is there a report or query that will list all of my technician groups and their members?
Change Implementor
Hi, How do we add technicians to being one of the Project Manager Implementors ? Thanks,
ServiceDesk Plus - Change Admin domain
Hello, Migrated our systems to a new domain controller with a new domain. I'm having issues migrating ServiceDesk to the new domain. I've added it in Windows Domain Scan and Active Directory but the administrator is still listed under the old domain name in the technicians. Any thoughts?
API key received is not associated to any technician. Authentication failed.
I got the above REST response error message when trying to submit a ticket via REST API. I tried regenerate the API Key and also use different technician to generate Key. No luck. Please help. Richard
scanned assets - not detecting Office 2010 license
I've noticed that when assets are scanned either by network scanning or the installed agent, licenses for Office 2010 are not detected, while previous versions show up fine. Is this a known issue? And is there any idea of when this may be resolved?
Form builder improvements - UI controls and layout
Are there any plans in the roadmap to improve the layout controls for the forms that we can build for service requests, incident types and (coming) change types? Once a certain number of controls is passed, it becomes helpful to be able to layout and group controls into logical groups. Without this ability the default of the tool to cram all controls into two columns makes the tool unusable. I feel this is a huge impediment to the effectiveness of SD and would like to know if this is on your radar.
Import a Single AD User into SDP
Add the ability to select a single user from AD to be imported into Service Desk Plus. Re-importing an entire OU does not always work out when you just need to add one user.
Service Requests Matrix Report
I tried to create a matrix report specific to Service Requests, with the aim of grouping the requests by service category and request template. This due to the fact that the service request template is not one of the options you can select while creating the custom report. I can create a report showing how many Application Log-in service requests were received but can't have any further breakdown. I waited for a few patches and this issue is till there. Very annoying.
Problem/Change ID Customization
Hi, I would like to ask if the Problem/Change ID is also customizable? I want to start my Change Request to CR000001 can this be possible? please advise. Thanks, Mac
Undelete or Restore Issues
If a Tech deletes an issue what happens to the data? Is it removed from the database or is it handled in a manner that is friendly with restoration of that deleted issue? I understand that backups can be restored and that is not what I'm asking.
Customise Requester Details - How to
I need to be able to modify the requester details, to suit our support model, when adding a new incident How can this be done? Thanks Tim.
mandatory Tasks
How can I create mandatory tasks inside service catalog instead of letting the requester choose which one to be included?
Mail Fetching stopped
every day the Mail Fetching stopped at no reason as well as the scheduled reports. and I have to restart the service for the mail to be fetched and the scheduled reports to be sent. any help would be appreciated.
Query Error (KPI report :based on group and technician)
This query doesn't work in build 8013 for MSSQL (https://forums.manageengine.com/#Topic/49000005072090) SELECT au.FIRST_NAME 'Technician', qd2.QUEUENAME "Group", (SELECT COUNT(wo4.WORKORDERID) FROM Workorder_Threaded wot4 INNER JOIN workorder wo4 ON wo4.WORKORDERID=wot4.WORKORDERID LEFT JOIN WorkOrderStates wos4 ON wos4.WORKORDERID=wo4.WORKORDERID LEFT JOIN WorkOrder_Queue woq4 ON wo4.WORKORDERID=woq4.WORKORDERID LEFT JOIN QueueDefinition qd4 ON woq4.QUEUEID=qd4.QUEUEID WHERE (wot4.THD_WOID=wot4.WORKORDERID)
Query Error (Re: Resolved time Report)
Hi, https://forums.manageengine.com/topic/resolved-time-report The query above for MSSQL produces the following error in build 8013 - MSSQL: java.sql.SQLException: Operand type clash: ntext is incompatible with tinyint at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781) at net.sourceforge.jtds.jdbc.TdsCore.nextToken(TdsCore.java:2224) at net.sourceforge.jtds.jdbc.TdsCore.getMoreResults(TdsCore.java:628)
automatic assignment of technicians
With respect to the service desk plus ManageEngine system has the option of automatic assignment of technicians could say that technical limits have to exclude, or until I can exclude few technicians. Data: Application ServiceDesk Plus Enterprise 8.0 Version: 8000
Service Desk Plus-Want Technicians to be Requestors as well
I would like for my technicians to be able to submit requests via the Service Catalog in Service Desk Plus. How can I setup to the system to allow this to occur?
Keyword search in Requests should search in resolution/notes
Most users describe their issues in very basic terms, such that many different issues might get described as "computer crashed" or "Having problems printing". It is in the resolution or notes that the technician is able to more specifically describe the problem. Currently, performing a keyword search in Requests only produces results where the keyword appears in the title and description of the request. Changing the search to look into the resolution and notes as well would allow the technicians
ServiceDesk: Approvals tab - Description field
I have a question about the Description field under the Approvals tab. When the approver adds comments it displays under Description to a detail, but only part of it displays. While I can read the entire description by hovering over it, I would like to copy and paste it. Is there another location (within the Service Desk) that will display the entire contents of this field? Here is an example: Request 47262. The full description (aka Comments) was “We are able to provide only one set of equipment
Failed to receive 20 Item(s) as the Max Number of IT Assets
WTF.... I've just tried to recieve an PO order of 20 sticks of ram, and get this... Failed to receive 20 Item(s) as the Max Number of IT Assets exceeds the license!!! Why is there a limit? What is the limit? I've sent an email to support but havent gotten a reply or acknowledgement of the request.
Improvements to Solutions Module
Hi, Two things I'd like to see improved/changed with the Solutions part of the program: 1. When Searching Solutions from the Resolution tab, if you choose a solution which has an attachment, the attachment does not get attached to the ticket. I suppose to make this work, the Resolution form would need to permit attachments itself, which would be a helpful feature anyway. 2. Could the "Topic" drop-down when creating a solution use the category/subcategory/item data that already exists in the
How to configure extra ldap field map
One enhancement in 8015 is: SDF-36318 : Support to map user defined fields from LDAP to requester fields, during the requester import. For now this configuration is available only as a database configuration. Anybody knows howto do this configuration. Thanks
ServiceDesk Plus host URL
We have SD+ working fine from http:\\helpdesk:8080 but wish to present SD+ also on another URL e.g. zzzhelpdesk:8080 ( this is because on a seperate site they already have another entry for "helpdesk" in their DNS) ( and change the notification emails accordingly to come from zzzhelpdesk:8080) I understand there is an URL Alias setting within the Admin, Self serve settings, but will this change the email notification template to the new address? Any help would be appreciated
Software list - SQL - help needed
Hello Is there a way to create queries graphically, using a third party app eventually? Would somebody help me please on an SQL (mysql) for a List with installed Software I am stuck at this point (see below) but I also need workstation state (in use, disposed, ...) , software type (managed, freeware, ...) as well as site, department and user and ordered by software SELECT SystemInfo.WORKSTATIONNAME "Workstation",WmiSWUsageInfo.SOFTWAREUSAGE "Software_Usage",SWInstallationKeyInfo.SOFTWAREINFOID "Product_ID",SWInstallationKeyInfo.PRODUCTID
SDP Asset Management - Cisco Equipment Configuration Management
Does SDP provide such feature that I can use network scan to discover all the cisco router/switch via SNMP and also retrive the IOS version, configuration files into the asset record? And also provide the configuration comparison feature? If not, is it possible to integrate the DeviceExpert with SDP? Thanks.
Requesters via external database.
Hi All, Is there anyway to have SD+ or SD+MSP query an external database to get a list of requesters without importing them to log tickets. We are trying to prevent having to import and maintain requesters in SD+ from our accounting and production systems which are integrated. Thanks Tim.
Disassociate technician groups from sites
Unless I'm missing something, could I request that technician groups be decoupled from sites? We have several technician groups which with very few exceptions consist of consistant groups of technicians across all sites. If groups of technicians & their associated email notification settings could be set up as a self contained entity, these groups could then be linked to a site rather than having to recreate them for each & every site (which is a real pain if the group changes). This would also
Free ServiceDesk Issues
Hello for the past several months I have not been able to get Mail Fetching to work. I've tried our hosted email solution by creating a general helpdesk account and I've also created a gmail account and neither work. Also, I've had to re-install ServiceDesk and now LDAP Authentication won't work.
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