ITIL Change relations
can we have query that gets all changes HW/SW (for yesterday) for all the assets in our SDP and check if there was any opened/closed change request for them in the last 2 days. this will help us get number of changes with CRF and changes without. we really need this so much. the relation between hw changes and crf should be based on assets names.
Unable to Import Active Directory User and Add New Domain Controller
Hi SDP Support Team, I have problem to add new domain domain controller in Service desk plus, with a valid user name, password and domain details. I am able to telnet that domain and well as able to ping smoothly. When I click on 'save' button , it always gives me error, FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs. My SDP version is 7.6.0 Please provide me help. Thanks in advance With Best Regards Mrityunjai
Risk Management module
Have you considered a module for SDP to track and manage IT risk? Risk management is part of ITIL and other frameworks.
Disabling Obsolete Products
Hi Is there anyway of flagging a product that has some purchase history such that it will no longer appear when raising a purchase order? As products change some become obsolete and so therefore I wish to prevent them from accidentaly being ordered. Thanks Gary
Script to assist in gathering correct info when raising tickets
Hi, Pretty new to the product, so appologies if this has already been mentioned / requested. I am enquiring to see if there is a feature to allow for when a operator raises a support ticket, to generate a script of questions to ask the user, generated from the Category and sub Categories: eg Computer Name, Asset details, Impacted number of users, Description of problem, etc, etc. I know this is a basic idea, and I'm sure people have done this before, so once again appolgies if this has been
Cannot approve PO
We're just getting ServiceDesk + 8.0.0 configured. We've setup our CFO as a Requestor and checked the option of "Purchase Order Approver", however when we create a PO and it is sent for approval, the person receives a message "You cannot approve this PO". Are there settings regarding PO Approval elsewhere? Some posts I read make it seem like a PO Approver needs to be a technician.. this cannot be true?
Associating assets with Contracts- Based on number of days and Quantity
We have a large number of IT & Non IT assets taken together. They are covered under different OEM warranty and separate maintenance Contracts. The Contracts have a clause of coverage of the assets based on the start date from when the asset is covered in a particular contract and the number of days that a particular asset remains covered in that contract. Normally when an asset is taken out from one contract it is covered under a different contract from the next day. The OEM warranty sis covered
Default incident template
is there anyway to allow another template to be the default template Thanks Frazer
2 question / difference between "service catagory / request" and "requests / new incident"
Question 1 So i was looking into the possibility of linking a request to a PO, but this does not seem to be possible, am i right? Question 2 During this search i installed the trial of the enterprise edition. I found out that there is been made a difference between Service categories and incidents/requests. But i don't get why i should be using the request anymore? I mean with Service categories, the end-user hardly has to fill in a thing. He can't change category/subcategory which keeps the room
DATETOLONG Function
Having the same problem as many with SD-26242. Can someone help me create a workaround query? The one that is having the problem is: SELECT arcwo.WORKORDERID "Request ID",arcwo.CREATEDTIME "Created Time",arcwo.TITLE "Subject",arcwo.COMPLETEDTIME "Completed Time" FROM Arc_WorkOrder arcwo WHERE ((arcwo.TITLE LIKE '%dpm%') AND (((arcwo.CREATEDTIME >= datetolong('2011-01-01') AND ((arcwo.CREATEDTIME != 0) AND (arcwo.CREATEDTIME IS NOT NULL))) AND ((arcwo.CREATEDTIME <= 1311656399000) AND (((arcwo.CREATEDTIME
Additional fields for software licenses
I´m looking for the ability to create additional fields for software licenses. Is there a similar function like in the other assets? Peter
Unable to start th DB
I try to upgrade ManageEngine ServiceDesk, but it fails... info: (Unable to start the DB. Possibly server is running if so please shutdown the server (or) Previous upgrade is failed and the message for the same will be displayed in the command prompt) 1. server is not runint, it never have been started - fails 2. I didn't upgrade this soft before any ideas?
Preventative maintenance on several assets
Is it possible to to setup preventative maintenance for several assets within a single task? The example I have is that we need to update groups of laptops at once, and would rather there be a single ticket for each group than an individual ticket for each laptop. Cheers,
Service Deskplus Dates
Can anyone explain how dates are stored in service desk plus. I wish to write a native MS SQL query that interprets dates which are stored as data type BIGINT in MS SQL Server. I read somewhere that it is the number of milliseconds since 1 Jan 1970 but MSSQL server DATEDIFF function cannot handle a BIGINT value so I assume some other method is used to convert from the BIGINT value to a valid date. Cheers Jeff
Adding Companies
Hi, Is there a way to add companies to SDP ? Without having to import the complete requester details from a CSV file or from AD. Thanks, Jon
survey doesnt have answers to select instead of satisfaction levels?
I noticed the survey doesnt have the ability to put custo answers into the survey but instead as satisfaction levels. Is their a work around for this that would allow me to only show the satisfaction level during certain questions or just display answers during certain questions?
Autofill the Requester Field in Requests / Incidents
Hello all, is it perhaps possible to fill the Requester field by default with the name of the Request creator? Cause I don't wanna use it for customers to create requests, just for the technicans and it would be nice if this field would be fileld automaticly. So my technicans would not have to dill this field all the time. Ot is it possible to disable it? Cause It isn't removeable in the templates. Kind regads Thomas
Top 10 Report
I need a report that shows the top 10 service requests grouped by category, sub_category for the past month. Has anyone got a similar report I could look at. I have developed a script in MSSQL Management Studio but unsure how to filter dates which are stored as integers. When I run the same query in SDP it does not format correctly. Running SDP 8013. This is my sql script which as I said works OK except it does not filter on dates as not sure how to interpret them. SELECT top 10 ISNULL(cd.CATEGORYNAME,'Unassigned')
problems with calculating the total costs ?
Hello We are running SD+ 8.0.0 Build 8013 I am facing a strange problem regarding total costs calculation In the costs tab, I have the detailed costs: The resource info tab shows following total costs: Is this a bug? Regards, Marc
Dashboard: Security Setup for Roles other than Admins
I would like to have the ability to give my technicians the ability to view the dashboard. Currently I have to have all of my technicians assigned as an administrator so that they can see it. The dashboard is a powerful tool that allows the technicians to see how they rank with everyone else. When they see that one of their colleagues is falling behind they ask them to send them some reqs to help them get caught up. It also helps them to compete to not have the most open requests and to
Migration from MySQL to MSSQL
I've tried to migrate my ServiceDesk+ from MySQL to MSSQL. I've backuped the database, changed the database type and then tried to restore the database from the backup. The restore didn't work because of duplicate entries (see attachment). What went wrong? Chris
Technician contact details in Request
Hi, Is there any way to show the technician contact details in the request, we have the requester info but our organization requires technician details as well. please suggest if you have any solution.
Text format
Hi. Can I to change the text format in the messages I send from ServiceDesk? My user complain about the text. It looks like a "notepad" and it's difficult to read (no formatted and without spaces). The messages we get into the system are "HTML" formatted but when replying, it turns into simple text. Any ideas?
Changing sorting order in a report
Hi Guys, I am trying to edit a report we have for displaying the last update time of any request and by which technician: SELECT wo.WORKORDERID 'Request ID',max(wo.TITLE) 'Subject',longtodate(max(wo.CREATEDTIME)) 'Created Time',longtodate(max(woh.operationtime)) 'Last Updated Time',au2.FIRST_NAME 'Last Updated By' FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID left join workorderhistory woh on wo.workorderid=woh.workorderid left join workorderhistorydiff wohd
Report for MSSQL SSMS
Can I please have a version of the query here for SSMS: http://forums.manageengine.com/topic/no-of-days-without-update-report Many thanks, Dean
Erro: Request does not fall under your permitted scope. So you are not authorized to update the same
We are seeing this error when trying to close/edit old tickets that were imported into SD+ from a previous helpdesk. The import procedure was done with ManageEnigine's help. I've already confirmed that the technician in question already has access to all groups and sites in the system; so this is not the issue. Help??
On Call suggestion needed
Right now we have a business rule that assigns most tickets to our Tier 1 Help Desk. They in turn respond or escalate tickets to Tier 2 if needed. On weekends we have someone from Tier 2 "on call" where users can call a special number that gets routed to the On Call tech's cell phone. The problem we have is that if a end user puts in a ticket instead of calling the special number, that ticket gets assigned to Tier 1 and the notification email gets sent to Tier 1 so the Tier 2 tech on call never
Query in MSSQL
Would it be possible to have a version of this query for MSSQL? Total Worklogs added by technician in requests, problems and changes during the last 7 days: https://forums.manageengine.com/#Topic/49000004996423
How to organize contracts?
Hi, is there a way to organize contracts in groups and then assign some techs to that groups? J
Merged tickets
Hi Team, We are not able to search the Merged tickets with the search option in SD plus.Also in reports we are not getting the merged ticket details.It is providing the Parent tickets details only. Please provide us a query to generate the merged ticket details. Thanks & Regards Silsha
Work logs
If I set the Work Log as a mandatory requirement for a technician to close a request, the technician has to select "Add work log" on the Resolutions tab. I suggest that when the technician selects the user tab, SDP checks to see if the work Log is mandated. If it is, SDP automaticaly opens the work log at the bottom of the resolutions tab. (I have had a number of my technicians expressing frustration at having to click the "Add work log" option since they often find out they have forgotten it
Report of MAC Address for each PC
I need a Report to gather the MAC Address of Each Computer in Servicedesk. I am new to report building. Can someone help me with a report that will give me the MAC Address and Host name of the computer? We use MSSQL.
Report to display jobs resolved as well as closed
Our helpdesk is set up so that jobs are automatically closed 2 days after a resolution, so that I can see if there are any jobs, "straight up Closed" instead of resolved by technicians are you able to provide MSSQL code so that I can see technicians that are closing jobs instead of resolving? ManageEngine ServiceDesk Plus Version 8.0.0 Build 8011. MSSQL Cheers Mark W
Report required for Resolved calls by Technican
Hi I am after an MSSQL report that shows me what requests each Technician resolved the previous day/week/month (configurable date line) It needs to contain the following and be filtered by Technician Request ID Subject Requester Created Date Due Date Could anyone help me out. Thanks Mike
Technician alerts
We have "Alert technician by e-mail when a request is assigned." checked. We have 1 technician who says she isn't receiving an email when a ticket is assigned to her. Is there any record of these notifications I could query? We've confirmed her email address is correct in the system and the other technicians assigned to that queue do receive the notifications. Thanks.
about release management
Could i ask why there is no Release Management in Services Desk Plus? It is possible to include Release Management in future.
Need help with compliance report showing tech roles and groups in SDP
I would like to request some help with generating a custom report. For compliance reasons, I need to generate a report from SDP that lists all of my technicians and their department, Associated Sites, Associated Groups, and their Assigned Roles. Is this possible with a new query report from inside SDP or is there another way? SDP Service Pack 8013 / MS SQL 2008. Thanks in advance!
report Account and primary Contact
Hello, can you tell me please if it is possible to generate a Report with all my Account and their Primary Contact. Thanks in Advance Youssef
ServiceDesk Plus Reports - keeping the history and see the evolution in a graph
Dear, I'm new and have been assigned to create some reports within ServiceDesk Plus. Can you please help me out with the following : Quantity of new requests per day - and keeping the history per day so you can see the evolution in a graph (Y = Qty - X = Day) Quantity of closed requests per day per technician - and keeping the history per day so you can see the evolution in a graph (Y = Qty - X = Day) Quantity of days a request stays open - and keeping the history per week so you can see
Unexpected entries in description field when replying to various requests
When replying to various tickets inside SDP (running Service Pack 8013) I get the following quirk in both Internet Explorer 8 and Firefox 5. Look at the first two lines in the Description box: Category & Description should not be in this box. We do NOT use any reply templates at this time. Can anyone explain where this is coming from and how to keep it from appearing in our replies? Thanks, Jamie Las Vegas, NV
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