Top 10 with exclusions
I run the following query every month to produce my top ten, however I would like to be able to exclude certain individuals, specifically if a service desk analyst is logging calls. Can someone amend my query so that I could add individual users and stop them appearing in the report for example Smith, John and Brown, David. Thanks. SELECT top 10 aau.FIRST_NAME "Requester",max(dpt.DEPTNAME) "Department", count(aau.FIRST_NAME)"Count" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
Purchase Orders – Append Attachments
I would like to suggest a feature request surrounding Purchase Orders and attachments. Currently if you wish to add an attachment (scanned delivery note for example) to an approved Purchase Order the PO will revert back to a Pending Approval status which is rather annoying as the items being purchased haven’t been change and the PO then needs re-approval from management. If would could add attachments to a PO without it reverting to Pending Approval that would be great.
SDP 8002 still duplicating requests!
I am running SDP 8002 and still have an issue with new requests getting created from responding to existing requests. 1. Have a user create a ticket through e-mail. 2. Have a technician respond back to the user through SDP. 3. When the user responds back to the technician a new ticket is generated. I wish I could just easily revert back to 7604. Where are you Patch 8003?
Unable to edit description after saving
Hello, After creating a new template and inserting HTML code inside of the description, we are unable to edit the description field without deleteing the template alltogether. I have attached a screenshot of the issue. Thank you, Samir
Changing the date format
Hello, We have just purchased your software and I am trying to figure out if there is a way to adjust the date format. Currently all formats available under personalize appear to be in a day/month/year type format. I would like to be able to change the format so the date will display as Month/day/year. This is especially needed when looking at open requests
ServiceDesk 8 and Software License
When adding a software license, one can fill in an expiry date which is handy. I don't think there is a possibility to get an expiry notification out of the box but would it be possible to generate a query which shows all the software licenses together with f.e. this expiry date?
Conversation history in PO Module
We would like to have the ability to view conversation history within the PO Module to show the notifications for approvals and email messages sent as an audit trail and for problem resolution. We also need the ability to search by approver to see all POs awaiting approval by a approver. We also would like the same filtering options as in the requests module and to save the filter as each purchasing agent wants to see only the POs that they manage. Thank you.
"Unable to create task. Selected computers are not available in DC"
"Unable to create task. Selected computers computername.domain are not available in DC" when attempting to install software via Service Desk to a computer. I click on Select Workstation and I pick the workstation but when I click save I get the error above. The only thing of note is that in Desktop Central the PC is listed by just its name with the domain it is connected to. In Service Desk Plus it is trying to connect to pcname.domain. I can install to a user with no issues.
Purchase Order Module - Fractional Quantities
Would like to be able to enter fractional quantities as we use our existing PO system for vendor labor which is generally billed in quarter hour increments. It would also be nice if there was an additional Labor type available under the Product Type definition screen.
SDP 8.0 CC field auto popluated when I reply to a user from a request
How do I turn off the reply template automatically CC'ing the technician when he/she uses the reply button in a request?
Asset Auto Sync
Hi Team Readme file in SDP V8 stated <Auto Sync of Distributed Data: The inventory data scanned in the remote SDP servers would be pushed automatically to the central SDP server at periodic intervals> Is this future available between SDP and AssetExplorer build no 5504? There is an error appeared <Problem while pushing data to central server. Pushing the file to the central server failed> Manual import using ZIP file working fine. Regards MeTech
GL Codes
Hi, The Purchase Order processing element within servicedesk looks like it could fulfill our requirements for same with exception to the GL codes! We have entered the GL codes and descriptions - the issue is - only the code is selectable from the drop down list box - the descriptions are not shown. Both fields need to be shown for this to be usable. Any chance of a fix or fudge please? Andy
Issues with "Alert Request Owner when the associated Task is closed" notification rule
hello. I have met some problems with notifications.The notification rule "Alert Request Owner when the associated Task is closed" doesn't work. Installation's version is 7.6.0 and the build was 7608. Because of this issue I have upgraded it to the build 6711, but it does not make sense. I'm attaching 2 print screens. One is the screen of "notification rules" you can find there that I had checked appropriate rule. And the second screen is a result set of this query - SELECT * FROM notificationcontent
Purge Non-Installed software out of Scanned Software Inventory
Is there anyway to "efficiently" remove all the software that is "Not" installed anyware that is in the "scanned software" section.
Roles....
I want to create a Role that has ADD and VIEW for Requests and Change and add an account thereby allowing the Request, and upon completion spawning the Change directly from the Request. This would be a short term work around for the lack of form manipulation in the Change module. Why is a Role considered to be a Technician? Cheers.
migrate Service Desk plus from Windows+MSSQL to Linux+MySQL
how i can migrate Servise Desk plus located at windows server with mssql to linux with mysql all data should be moved at new location
Record Retention
If we end up not having Service Desk Plus as our help desk system, how can we retain the history information? Especially when we are looking at the assets and the attachments that have been scanned in which we use to gather our inventory information. Thanks, Lisa
SDP 8001 Notification Rule broken
Since the upgrade the notification for "Alert(or Notify) technician by e-mail when there is a new reply from the requester." is only returning the original request every time instead of the whole chain like it used to. Anybody else? Thanks
Notifcation emails not working in v8
Prior to upgrading to SDP v8, when a technician was notified that a requester replied to a request via email, the text of that email was included in the notification email to the technician. Now the text of the reply is not included in the notification email to the technician. There is just a link to the actual request. Can you tell me what field I need to include in the template to see the reply text in the notification email?
Helpdesk knowlege base or solutions
Could i have ready knowlege base or solutions and download it to my users to be used by him before making service request?
SDGuest
hi there. is there any way to duplicate the SDGuest role with additional access?
Yearly report of tickets created.
Is there a way to generate a report (bar graph) which will show the number of tickets opened/created by month for the entire year? The closest that I can get to this report is by time created. But doing this casues the bar graph to stop genearting after the first month due to the volume of tickets created in that month. For Example, Im looking for something that can show the number of tickets created by month instead of time, and list this for each month for a total of 12 bars. Then to also generate
Multiple E-mail Accounts
We have a large number of users who have multiple E-mail accounts and as such don't always send in a request using the same E-mail Address. Because of this, we end up with several different users for a single person. This means that they are unable to log in with 1 account to see all of their related tickets. Would it be possible to enable multiple E-mail Addresses for a single account? This way, regardless of which account they send their mail from, it would be logged under the same user. Many thanks,
Attaching multiple files
SDP should have the capabilty to attach multiple files in a go.
Custom report without time constraints?
I'm trying to write a report in 7.6, and I want to select "all" completed items regardless of date. However, I am being forced to select a time parameter. I need everything, regardless of date. I don't want to change the "from" and "to" date range every time I run the report, and the pre-determined ranges are far too restricting. I have other parameters for limiting the output of the report, so I'm not worried about making a report that is "too large". How can I get rid of the date requirement?
create report in help desk with decimal
hi, i am using service desk 7.6.0 and would like know how do i make report with 2 decimal? i am trying to make report on average rating given in a survey. thanks.
Cluster IP Report/Query Help
Hello, I need some help on a issue I am seeing. I am new to SDP, so keep that in mind :) In the assets tab I can see my cluster machine with multiple IP addresses. When I generate a report there is only one IP address that shows. I need to see all the IP's in the report. Is there a query I can run that will show the server name and all the IP addresses associated with it? Like I said, I can see the ip's in the asset area, but the report is not picking all of them up. Any help would be greatly appreciated.
Custome Report to include notes/ work log text
Hello, I would like to know how i can include the text in the notes/ work log section of a ticket in a customer report. Any help is appreciated . . . Thank you, Kenn Smith
Service Desk Plus Purchase Order Requester
Hi All, We have been using SD Plus for a number of years now and would like to make the move to using the PO part of the application. I can see where you can make a requester a PO approver however cannot see where a standard requester can actually create a PO. Can this be done or can only a technician only create a PO? Thanks Brett
Increase number of "Request - Additional Fields"
Hi, Can the number of Text Additional Fields be increased from the current limit of 24. We have already used the maximum available to create our custom request templates. Also it would be useful if there was more customisable options available with the request template to create headers and group fields together - similar to the requester details.
Hotfix 8002 Released
Dear Users, An Hotfix upgrade over 8000 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Issues fixed in 8002 (Released on: 8th November, 2010) SD-34203: Duplicate requesters being created when a request is raised through email is fixed. This issue will occur when the case of the E-mail Id changes, irrespective of the number of requesters(Only a part of this issue got addressed 8001. So the issue ID remains the
E-mail technician when a request is appended by reply template
Have these been altered? Before the upgrade to SDP 8.0 when SDP sent out 'request is appended' emails is contained the information that had been added to the request which saves a huge amount of time having to check the tickets each time just to find out there is no action to take. I have had a look at the template and there does not appear to be a way to add the required infomation.... Anyone else noticed this?
Sending a reply fails
We get the following error when we try to reply in a ticket.. Exception while trying to send notification for Request ID : 15905 Mail sending failed.
Scan Solaris with local credentials.
Hi, I'm receiving the following errors while trying to scan a solaris box using local credentials (Root): FAILURE :Problem while scanning Workstation. Please report the problem to the system administrator, with the Error Code - 1,289,236,836,236. Thanks,
Top N Statistics by requester & deptartment
Does anyone know how to generate the "Top-N" report? I tried the built-in and custom query but can't do it. Any comments will be great.. Thanks in advance.
Please vote for the ability to disallow or notify end users of remote control...
Hello i was told to ask for the feature enhancement to allow users to agree to the remote control session about 146 days ago. right now, 40 people have voted for this feature. I'm thinking advent net needs to see how many of us care about this.... so, i'm asking that end users such as myself please take the time to visit this link from the roadmap site and vote for this feature? even if you dont care about it, it is important (urgent) for me to be able to do this so i can drop my current remote
Hotfix ( 8001) over SDP 8000 released
Users, Hotfix (8001) over SDP 8000 got released. The issues fixed in the hotfix are : SD-34203: Duplicate requesters being created when a request is raised through email is fixed. When the user's mail id is configured as Example@test.com and when the user send's a mail to SDP with from address as example@test.com, then a new requester will be created instead of using the existing one.This issue will occur for customers who have more than 1000 requesters. SD-34201: In Mssql set up, approvals sent
Hotfix 8002 Released
Dear Users, Hotfix over 8000 has been released. Please refer to the announcement for more details. https://forums.manageengine.com/#Topic/49000004479137 Regards, Srikrishnan ServiceDesk Plus. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
Unable to Link Requests
I have been attempting to link a number of requests however I always receive the following error message - HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: 13 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
Cannot Act on the Change Manager role
I'm starting the configuration of the Change Management; in the administration -> users -> role management I cannot edit the SDChangeManager role to add some of my user such a Role, since it is not possible to edit such a group, as shown in the attatched file. This way I cannot define which users have the role of Change Manager. Did I miss any previous step, or is ther any config trip? I'm using ManageEngine ServiceDesk Plus 7.6.0 on Windows 2008 R2 with MySQL DB in Italian. Thanks
Next Page