Worklog Filed in Service Desk Plus reports
I am generating a report from ManageEngine, however I can't see the Worklog field anywhere. How can I add this? Thanks
How to add someone to the ADAdmin Role?
I know I've done this when we first implemented the product, but now i can't seem to get it done. I want to add another IT tech to the SDAdmin role. If I go through the 'Roles' section it just allows me to view members of customize the role's rights. If I go into the 'Technicians' section i can see a place under 'Select Permissions' to add the tech, but it wants a user name and password and won't proceed without it. I don't know his AD password! i don't want to know...what am I missing? Thanks
Make Technician a Requester again...
Hi there, is there any way of moving a technician back to a requester status without having to delete him and then perform a AD import again? regards, George
Multiple operational hours
Hello guys In mi office we got three differents groups with different operational hours group 1 (first level): they work 24/7 Group 2 & 3: 07:15 until 17:30 Monday - Friday Im wondering if there is a way for my in wich I can stop the elapsed time of an SLA for group 2 & 3 on the time they aren't working I hope i was claer enough Regards
Replying to a Conversation
Recently, we have been receiving E-mails but when I try to reply to them, only the sender is included in the To Field and all other people who had been included on the mail are stripped. This is making it harder for us to keep everybody in the loop when updating tickets. Before the 8.0 update, we were able to hit reply and everybody who had been on the original mail would be included (like Reply All). Could this please be fixed as it is causing us problems as we have to hunt down the original E-mail
Java.exe pegging the CPU
This manifest itself as a 500 error with a Java Heap size error. I followed instructions to change the configuration of the Heap Size and raised it from 128/256 (Start/Max) to 256/768. The Heap Size error went away and now we can just not close a log. It spins its wheels and eventually stops loading and stays on the log with no closure. During this, Java.exe on the server is pegging the processor to 95 to 100%. I have restarted the server as well as the service with no affect. Thanks
wrong Task link in mail notification
Hello, i'am using a mail notification to warn technicien each time a task is assigned to them. But the link provided in the mail is not good. I mean the text of for the link is good, but the link itself is not correct (i get both IP and the alias of the server). See exemple below : http://10.24.17.99:8081/tasks/CUDTask.jsp?TASKID=17&MODE=Edit I tried to change the alias, but no way. I guess i made a mistake somewhere, but i can't figure out where.. Can you help me? Thanks, Mathieu
Task and request relation
hi I'm working with ServiceDesk 8009 and i have a problem with relation of tasks that created on a request. when a technician open his task a click on requestID, this request can not be open to him because he has not permission to view request. please help me. thanks.
configure matching email fields
Hi all, First , thanks for perfect support system . Second , i have a small question please I configure mail server settings and it works fine but may i know if there is a way to perfom this scenario : A - when some one send email with specific title it's open a ticket otherwise title or no title it's not open a ticket . B - if we have a specific template for email , how can email that user send fill that fields of the template , ex : group , technican , ... and other fields . how we can
assets send mail...
hi, I have a question about assets. When i assign an it asset it can be send a mail to some technicians? thanks.
Changing database from Mysql to Sql2005
I have just updated successfully from 7509 to 7514 to 7600 to 7602. All updates ran without a problem and works perfectly on MYSQL. Took a full backup of Mysql database, stopped the SD service, changed the database to SQL2005 database server, then let it create the SQL database called "servicedesk". Started SD so that it creates all the tables in the servicedesk database, then stopped SD. Ran the restoredata script file selected the 7602 full backup and restored it to the new SQL2005 database "servicedesk".
Error with request link
Hi, I have a business rule set up that emails technicians when an incident is requested that has emergency priority. The RequestLink in the rule doesn't work. When you click it from an email I get this: http://icthelpdesk:8080/http:/icthelpdesk:8080/WorkOrder.do?woMode=viewWO&woID=3952 as you can see the first part is replicated which is why its not working. Is there any way I can get rid of this? Thanks Martin
Reports Forum / Exchange for Custom reports developed by users
I noticed some useful sql code in a number of searches I have done, but would suggest that it would be helpful to have all sql and custom reports collected into a separate forum, with meta tags to list dbase and version compatibility, relations to link variants, versioning, created by etc, perhaps even a elance/mechanical turk like bounty system for developing reports.
Notification Rules
Hello, Is is possible to have a notification rule which notifies the requestor when a ticket is assigned to a technician? Thank-you.
preventive maintenance 31days
I can create a recurrent task. I can set it to monthly and then choose the month/day/hour. So lets say i check "every month" and choose "on" Date: 31 Does the system know February only has 28 days? And does it "create" the task the 28th of February ? It might be a stupid question but i did not found an explanation in the guide. Monthly Task Scheduling Every Month January February March April May June July August September October November December On Date 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
SQL questions on an software report
Hello I would like to create a list displaying all PC's which are not-disposed and which have thunderbird and Lotus installed. The basis query is here; I need some help to filter for the not-disposed workstations (in the where clause) SELECT sys.WORKSTATIONNAME 'Workstation Name',softl.SOFTWARENAME 'Software Name',aau.first_name 'User' FROM SystemInfo sys LEFT JOIN SoftwareInfo soft ON sys.WORKSTATIONID=soft.WORKSTATIONID LEFT JOIN SoftwareList softl ON soft.SOFTWAREID = softl.SOFTWAREID LEFT JOIN
Description Additional Incident Fields
Whilst you are creating a template and you're adding an additional field, you CAN fill in the description-field of that additional field. But the information that is given in this field, is nowhere to be found. I find this odd and kinda useless. It would be nice to have this information available for the end-user. Whilst one makes a request, and he/she rolls-over the field name, it would be great that the description pops up in a tool-tip? Could this feature be added?
Duplicate Technician Group names after upgrade
We recently upgraded from ServiceDesk Plus 8.0.0 Build 8005 to 8011 as well as moved the application and data to a new server. We have encountered a problem where users will access a Request and attempt to assign the request using the available toolbar. When attempting to choose group from the “Assign Group and Technician” form, the “Choose Group” dropdown menu is showing multiple duplicate entries. For example: Choose Group: Incoming Email Tickets IT Secure
Search
Everytime I search software the results appear and the search defaults change back to search in requests. This can be quite annoying when doing multiple sofware searches. Searching under workstation will do the same thing but the search box defaults back to assests. All other seaches retain the seach catagory for each search.
Business Rules suggestion # 2
Currently, you can set up a business rule based upon the service category. There are cases where you might want most of the services under a particular service category being directed to the Service Desk with the remainder being automatically directed elsewhere. For example, your organisation might require all requests to have an account enabled referred to the Information Systems Security Officer for approval. Under the User Management service category you create a form called Enable Account.
Provider services in Purchase Module
Most of the time when we buy equipement (Router, switch, server...) we have some installation fees. What is the most common way to add and assign this fees for the assets ?
IE 9 and Active X controls
I just installed IE 9 and now cannot view my remote control desktops. Which active x controls need to be tweaked to allow me to view desktops again?
Users on this Helpdesk Software
My intention in using the HelpDesk is to provide a support for any number of users of our software yet is seems to treat outside users as employees? Am I missing something? Why do have an employee ID for a Requestor that has no connection to our company other than they bought our product ?
Query Report_ Ops task list
what query would we need to run to get the results on "Ops task list w/c"field?
Cannot send request notifications to external clients?
We have been very happy with Service Desk but are currently rolling the product into our customer service team for tracking issues and encountering problems sending ticket numbers to those people. Internally it works correctly, sending messages to internal members when they email to support email address. Sending to the same email address from an external (say Hotmail or Gmail as examples) causes the request to be raised but no ticket is sent back to the originating email address. Looking at the
File not found Exception Import CSIAction importing CSV
Hello, In SD+ while I´m importing a CSV file to my assets inventory, I select the file as TI kind and workstation type, click the next button, and then SD+ send me the error: "File Not Found Exception Import CSIAction" ...of course the file is created and correct, what can I do? I´m logged equal as technician in SD+ and root in Linux so I don´t think is a problem regard to permisisions. Do I need to check something else? ...What? Thanks,
Servlet API edit duebytime on update request
Hi, I tried to do a operation='UpdateRequest' on the duebytime field on a request but the field doesn't get updated although the operation is successful. I followed the string format here http://forums.manageengine.com/topic/api-enhancements dd MMM yyyy, HH:mm:ss eg, 23 May 2011, 11:00:16 We are using version 7.5.0 Build 7509 Am I doing correctly? Please advice. Thank you so much.
configuring server time zones
Our SDplus server is hosted in the PST time zone and all our agents work in the EST time zone. Without changing the actual windows O/S time zone, is there a way to set a global time zone for SD plus so that SLAs are calculated by EST times? Currently, our work around has been to add 3 hours to all the SLAs but I'd like to know if there's a better way. Thanks!
Deleted fields from default incident template still appear when editing requests
I seem to have a quirk inside of SDP that I don't understand. Our organization had me modify our default Incident Template and several fields were removed as we don't use them. One of those fields is "Impact Details". After removing it we found no other place for us to enable or use this field when we go through all of our configuration settings. Yet if we pick any ticket from our request tab, then click on Edit Request we see the Impact Details box. Either we missed a configuration setting or we
service catalog templates not assigned to group
hi , i face illogical problem that is service catalog templates not assigned to group when the requester is " technician " but it assigned correctly when the requester is normal user not technician . what i can do , please ?
Solution Notification Emails
Hi, hoping you can assist with this issue. When a solution is approved an acknowledgement email is sent to the author; and a notification email is sent to all technicians - this works fine. When an existing solution title is edited, and then approved again, the emails above are all sent, but they have the incorrect Title. The "old" title is still used instead of the "new" title. I have tried removing the $Title variable, saving the template, and then adding it again - but same issue occurs.
Is there a way to import associated assets?
Hi, I'm importing a spreadsheet of monitor info. One of the columns lists the PC the monitor is associated to. When I try to import the spreadsheet, "Associated Asset" is not a field that can be mapped to my spreadsheet. I see User, Department, and Site are fields but i do not see a field for Associated Asset. Is there a way to successfully associate assets when importing? Thanks in advance!
Accounts: How to handle tickets you don't want customer to see?
What is the best way to handle tickets you don't want an account to see? For instance, there is time associated from a Purchase Order generated. Engineers still need to assign time to work done; but I don't want customer to see the detail of this flat rate work. Do I create another account called: 'Same Account Name - our eyes only' type of thing......I think it would work for billing purposes since it would be split from regular ticket billed items. Input?
Asset Scanning Issue
Dear Manage Engine, I have installed the Asset Explorer version 5504 as a remote server and did the domain scan, in which most of the PC's turned out with RPC and DCOM errors, but when I manually scanned as an individual PC i am able to scan it successfully.(I did this for around 80 PC's because i did not have any other option) What does it mean, the Windows Domain Scan fails and Individual scan works. Sometimes it scans at the first run and the second run it comes up with Errors. While uploading
HOW TO: set USB printer as assets?
How can i link a USB printer (found in the "hardware" tab) as an asset to a workstation? So that when a requester poses a question, he does not have to link the asset to its workstation BUT immediately to the printer in question. So then there is a request/incident-archive possible per asset and not only to that workstation. So i can select a printer and see if it has recurrent problems or not. I can see which problems the device has had in the past and so on. Is this at all possible or not? Thanks
Probilem to update ServiceDesk from 8.0.0 build 8000 to 8.0 build 8011
Hi, I am having a problem to upgrade system from8.0.0 build 8000 to 8.0 build 8011 Every time upgrade manager says error occurs but I can't even check logs. When I click show logs it shows blank window. In the application background window there are many lines : Is it only me affected with this issue? I couldn't find anything on forum. Thanks Piotr java.io.FileNotFoundException: .\applications\extracted\AdventNetServiceDesk.eea r\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\Thumbs.db (Access
Workstations are being Appended with _old
Some of my workstations are showing duplicated, but the second workstation name is appended with "_old". Why? I sync with AD, but none of my workstations have "_old" in there name.
Resolution Templates
Currently, resolution templates appear to be visible to every technican. Suggest that you provide the facility to associate resolution templates with technician groups so that techs only see those resolutions relevant to their group. You could also allow the filtering to related subjects. For example, all printer resolutions or all server resolutions and so on
Tasks assigned to a group
Is there already a plan to add the possibility of chosing a group to assign a task to in stead of only a technician? Is it possible that this existed a while ago? In the servicecatalog this possibility is existing, so why not in normal tasks? We are using 8.0.10 Best regards, Mark Flothmann
Multiple Holidays
Good Day, I have a problem as it appears that I cannot create multiple holidays on the same day. EG. on Christmas and New Years, a client want to add that their company is closed for a period over those days, when I add that day in SD complains FAILURE :Could not add Holiday. Please check if an entry already exists for the Holiday. If yes, enter an new date This should not be a problem, as companies can be closed on a holiday for another reason other than a Government/World based holiday. is this
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