TIMESPENTONREQ always 00:00:00
Dear All, I am running SDP (free edition) ver.: 9.0 Build 9041 I am running query below: SELECT qd.QUEUENAME "Group",qd.QUEUENAME "Group",wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESOLVEDTIME) "Resolved Time",wo.TIMESPENTONREQ "Time Elapsed",std.STATUSNAME "Request Status",aau.FIRST_NAME "Requester",wo.TITLE "Subject",ti.FIRST_NAME "Assigned Technician" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
How do i add Vendor support and phone number to an asset
I want to be able to know from the asset view, what support number to call. Where or how would I do this?
Demand/resource management?
Are there any plans to add some kind of demand/resource management to the Project Management module so that whoever is assigning resources has an idea of how much any given resource is already committed to other tickets or tasks?
How can I redirect the traffic?
I would like to stop the server and redirect the traffic to a webpage telling the clients the web is not available because we are doing some maintenance and the application will be ready for use at the hour I want. How can I do that? Thanks.
Replies not populating
After updating to ServiceDesk Plus Build 9041, when replying to a requester via requests, the "To" field does not populate with the requester's e-mail address and no text appears in the text box, previously it would include the request information. Kind Regards, Gavin
Ports blocked by firewall - but rule exists
Hi! I'm testing Desktop Central 9 on Windows Server 2012 Standard guest on hyper-v host. I'm starting to see messages in Desktop Central management interface regarding different ports. It states they are blocked by firewall. However I have them all allowed in single rule. I can see testing hosts and do all work, however these messages appear almost on every page...
Migrating from cloud
Is their a way to migrate all the configuration from cloud to locally hosted server? Thanks,
"Unable to restore database : zip file too large"
I'm trying to restore a backup of our database to a development server and I've encountered what appears to be a major problem! When I execute the restoredata.bat script and select my most recent backup (.data file), the script returns "Unable to restore database : zip file too large" We've been running SD+ since December 2008, and our backups have grown to 5GB+ in size. Has anyone encountered this? Any suggestions? At this point, it seems our nightly backup routine is creating a useless 5GB .data
Message "There is no result to display" on interfaces
When checking saturated interfaces in Netflow, I'm not able to see the input/output flow for two hours or less, sometimes the information displays for any time frame (6 hours, two hours, half an hour, etc.), but sometimes it doesn't. I'm attaching the capture of an example and the second one, for the raw data settings . Please advice on what is missing or what should be fixed. Thanks a lot!
Report of VM's
Does anyone know of a way to run a report through DC or Service Desk Plus that will show what VM's are running on which hosts? If no report is available, is it possible to see this information through the hardware profile in DC or SDP? Is possible or is there another product that would allow that? Thank you for any info you may provide
Premature Creation of Request via Resource Field
Hello, We have had several complaints from our users when their request is created before they have completed submitting a service request through the self-service portal. We have discovered that this happens if they press enter when completing any of the additional 'resource' fields. It effectively does the same as hitting 'Add Request'. Further inspection shows this also happens for the technicians. Has this already been reported as an issue? We're on build 9039. Cheers, Frank
Netflow device accidentally deleted
As I was getting familiar with the creation and management of the Netflow add-on, I deleted a particular device. It was gone, and I was comfortable with that. Although.. Now that I know what i'm supposed to be doing (!!) I need that device to come back. :| I have tried suggestions of stopping netflow from the device and adding it back on, I have also changed the source port on the device, so it would report it as another device. To my attempts, I have no success story to brag about!! It's still
Web/Hyperlinks
Can I use content variables as web links. What I mean by this is, in notifications in response to a request, can I add $RequestID as a weblink. I have tried to do this and when I try to click on the web link it gives me an error of, "This link has been disabled to protect your security". Thanks, B
Free Licece - Won't accept my business email address
When trying to request a free license, the website refuses to accept my email. no matter what email address I use. it gives out an error saying I must use a valid email address. can someone help me out? I'd like to run the free version for a bit before committing into buying the software.
ADAudit Plus monitor iSCSI on File Server
Morning I am trying to setup the File Servers in our ADAudit Plus and when I go to the server it cannot see the share. We think this is because the data share is in fact a presented iSCSI volume. Do this mean that we need to create a share on the told level of the presented drive on the file server in order to allow the software to audit it? Wayne
Any issues with McAfee and password reset options?
I am researching this product currently for a client and there was a concern that there may be a conflict between McAfee EEFF (SSO process) and the password reset functionality. Is there any literature on this that I can read through if it is in fact an issue? Any known issues with McAfee that we should be concerned with? Thanks, Jung Choi
High Availability for AD Self Service Plus
Hi, Does anyone have any information on how the system can be made highly available. We are looking at self service for our customer base which is 24 x 7, but our active support is not. We would not ideally want a single server crash to prevent users from being able to reset their passwords. Regards, Mark
Issue on Change Password page
On the Change Password area of the Self-Service tab, the password complexity requirements show like code, not plain text. I am running 5.2 build 5206. adssp.custom.password.policy.policy_requirements adssp.domain_user.change_pwd.policy_req.min_pwd_age 1 day adssp.domain_user.change_pwd.policy_req.maxi_pwd_age 180 days adssp.domain_user.change_pwd.policy_req.min_pwd_length 8 adssp.domain_user.change_pwd.policy_req.pwd_history 2 adssp.domain_user.change_pwd.policy_req.pwd_complex_info At least 1 Uppercase,
Solution sharing improvment
Hi, At the moment the way of sharing a solution is by creating a topic template, assigning the template to an account and assigning a solution to a topic. The causes limitations when you need to share solution with a specific group of people that are in different account. Because all contacts in an account can see all topics/solutions in the template assigned to that account, but we regularly that should not be available to all users within that account. For example. We have subsidiary locations
customize the action menu
hi, SDP 9041 when I click the action menu, I got the error as the following. ------------------------------------------------------------------------------------ cannot run program \"xxxxxx\" (in directory \"{SDP_HOME}/bin/../integration/custom_scripts\"):java.io.IOException:error=2,No such file or directory ------------------------------------------------------------------------------------- I have put the script in "integration/custom_scripts" directory & class in "integration/lib" directory, and
Link solutions to multiple business units
Hi, We have some solutions that are valid for multiple BU's. At the moment we create solution in all the appropriate BU's but when the solution is updated in one BU it will need to be manually updated in all the other BU's. And if we have attachments in a solution the attachment will be saved multiple times for the BU's I would like to know if it is possible to link (or copy) solutions to multiple BU's. Best regards, Allistair
Database is not compatible
We're trying to do a database restore after a version upgrade and are encountering the following show-stopper. Has anyone seen this and, if so, what are the procedures to resolve? -- Thank you in advance!!!
Auto Solution suggest help
Hi, I'm having a little trouble of actually getting Auto-solution suggest to work for requesters who report incidents on the help desk. Is this an option that should already be there or does it need to be turned on? My service desk version is 9.0 Build 9025 I would appreciate your help, Thanks, Sam
Manage Linux systems with Desktop Central!
We are happy to extend our support to Linux computers from Desktop Central 9 build #91000 onward . We have begun the support for Linux systems by offering "Inventory Management". You can make use of the following features- Hardware Asset Tracking Software Asset Tracking Software License Compliance Warranty Management Alert Notifications Comprehensive Inventory Reports For more information, click here.
ServiceDesk Stops Fetching Emails
Hi, We are experiencing a mail fetching issue which implies us to apply Trusted/Self Signed Certificate. I tried the solution you posted in the forum http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html but not able to get it work. Could you please give me some instructions how to get this done? Best Regards, Nicole
Task Notification not working
I am trying to set up task templates to add to tickets. When I create a ticket, I get a notification, but I no longer get notifications when I create tasks and assign them. I have restarted the mail service with no results.
Other technicians unable to view pasted images from Internet Explorer
When pasting images from internet explorer into the ticket description area the technician who pasted the image is able to see it, but all other technicians see a red X. Is there a solution for this?
How are Numeric fields with exact length used?
If I create a numeric field with exact length of 3, I can't enter any values unless the value has exactly 3 characters... I thought the exact length parameter would specify the maximum number of digits but it doesn't. If I want to enter a value of 1 the entry is rejected. I can't see creating a field for values from 1-9, another for 10-99 and another for 100-999. Am I missing something?
Auto Assign while new work added
Is it possible to assign the incident to technican and change the status to work in progress who added a new work log? In our system I can close a ticket without assign. Thanks in advance.
Asset when coded as "Laptop" lose the ability to see hardware/software ?????
Sorry if this is in the wrong place, but...Newish user, and I found that I could code the assets to either Workstation, Laptop, etc. So I changed all the Workstations that were really laptops to Laptop in Asset Manager of the On-Demand version. Now, the Hardware and Software tabs are gone for all the laptop asset information!??!?? Assets coded as "Workstation" show the hardware/software tab, but why on Earth would you remove those two tabs from Laptops???? Am I missing something ?
Data Dictionary
Is there a data dictionary for the database available to help us query the database directly to build our own reports/dashboards?
Need to create account and mailbox by HR
Hi All, I am evaluating using ADManagerPlus to delegate controls to HR for mailbox creation and domain accounts management. Any idea if ADManagerPlus will suffice, of cos taken into consideration that its minimal invasive administration. Do I need to purchase any additional modules in order to achieve this? Regards.
in request view, display an icon if the request/incident has associated tasks
Hello it would be very helpful for the dispatching, if in the request view, icons were displayed if the request/incident has associated tasks: one (lets say) red icon if all associated tasks are still open one orange icon if at least one associated tasks is still open one green icon if ALL associated tasks are closedIt could be done in the same way than conversation, notes or approval status icons are displayed. Thanks a lot for your feedback Best regards, Marc
How use OPManager REST API to remove a MSSQL Monitor?
Hi, I am able to create a python script to figure if the server has for example "Page read per second" monitor added in OpsManager using the getMSSQLDetails REST API. How do I use the REST API to remove a monitor attached to the server? Regards, Kam
Everything you needed to know about ServiceDesk Plus On-Demand!
Join us for an upcoming free webinar, where we will take you through the benefits and advantages of cloud version of ServiceDesk Plus, ITIL-compliant help desk solution from ManageEngine. Register Now In this webinar, you will: Understand what's different in ServiceDesk Plus On-Demand See a walk through of the new user interface Get answers to all the questions you had about ServicDesk Plus On-Demand Webinar schedule: Date: May 20th 2015 Time: 9 AM to 10 AM PDT | 10.30 PM to 11.30 PM IST Register
Postgres setup documentation
I need documentation on how to configure the postgres db. The documentation that is linked to the latest install instructions only addresses mssql and mysql. When I installed the latest release it only gave me options to install postgres and mssql so I went with postgres. Please give me a link to the postgres setup instructions.
Opmanager still connecting to server
Hello I deleted server from Opmanager. Also deleted WMI credentials from Opmanager. But in firewall logs I still see that Opmanager tries to login to that server. Why?
Email Alert Reply
Hello, I was curious if there is a way to make it so that you can reply to an email alert to automatically set settings in OpManager. For Example, lets say I got an alert for a device being down. It would be handy to be able to simply reply to the email Alert with commands such as Acknowledged, Cleared, Assign Tech, Unmanage. This would be good for items that you cant get right away. An example would be you getting email alerts in the middle of the night to your phone, you are fine with the system
Reply/Forward HTML problem
Hey guys, I'm having an issue with Replying to and Forwarding requests. It's removing all formatting from original requests so that the text attached in a reply is one big brick. Anyone have any ideas?
Cisco ASA 5500 Series Hardware Monitoring
Hello, Cisco ASA 5500 Series monitoring via SNMP not pulling Hardware Health. *We are ablt to pull CPU and Memory utilization, Hardware details, etc... Please help. Pini
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