Request for Report Query Help
Hello all- I was a bit surprised to find (or rather, not find) that a very typical report I see in most inventory/helpdesk apps is not a canned report in Service Desk. What I want to be able to do is for it show me a list of filtered apps- and what Workstations they are on. For instance- I need a report that tells me all the PC's that have Adobe Reader and Adobe Acrobat- and show me the version they are. I started to edit a query, but just couldn't get it to come up right, so I got close and exported
pls help on SQL statement : number of times per installed software per department
Hello Could anybody give me please some help on a query which reports me the number of times a software has been installed in a department. Here is the list of the installed softwares. How to extend the query whith the information of the department? SELECT Max(SoftwareList.SOFTWARENAME) "Software",Max(SoftwareList.FILEVENDOR) "Manufacturer",COUNT(DISTINCT(SoftwareInfo.SOFTWAREINFOID)) 'Installed' FROM SoftwareGroupMember LEFT JOIN SoftwareList ON SoftwareGroupMember.PARENTSOFTWAREID=SoftwareList.SOFTWAREID
Phantom Report
Some of our users are receiving a scheduled report email every morning from SD+. However, the email does not have the actual report (either as a spreadsheet or .pdf file) visible unless you forward the email, then it shows up. That's one issue. But the main problem I have is that they no longer need to receive the report. I log in as the administrator and there are no scheduled reports in the system. There is not even a built-in report by the name of the one they are receiving. So now I have
How To Setup A Default SLA That will be Applied To All Requests ?
Hi There, How Can we setup the SLA so that a default time frame (let's say 4 hours) will be applied to all incoming requests ? Thanks
Asset Discovery
I am trying to find some documentation on this.. and the Admin and User guides don't seem to help. I need to discover assets on an AD domain. 1) Unfortunately I am a single department of a multi department organization. Active Directory Domain contains multiple OU folders. I want to scan just 1 OU folder for assets.. not the entire Domain. I can't find a way to restrict the discovery of assets to 1 OU folder within a domain. OR 2) Scanning a Network (IP Range), I get about 50% failures -- I think
"Moving" History to Another Technician?
We originally bought SDP with 3 technicians included. One of the technicians so named is (of course) the Administrator login. However, only two of us need access on a regular basis in the course of our jobs. One of us has been signing on with the Administrator login, and I'd actually like to change that. Is there a relatively easy way to "move" all that ticket and request history over to another technician login?
Technicians the ability to delete communications from the Requestor Conversation
I would like to allow technicians the ability to delete communications from the Requestor Conversation portion of a request. They currently have the delete button but they get a screen saying they do not have sufficiant rights when they attempt to delete a communication. Example: A technician sent an email to ServiceDesk Plus with an incorrect request number in the subject. (##wrong request number##) The technician would like to delete the incorrect communication. Does anyone know where the setting
Solution search not working.
Hi, Im using SD 7.5 build 7509. I have populated the solutions tab with some of my own solutions, but I am finding that the search isnt picking them up even when you enter the keywords! If there is one key word then its fine like "excel" but if its like "file not found" then it will not find it even if you put that into the key words and type that into the search. I have tired different ways like putting file not found, file, not, found, "file not found", and nothing comes back. Does anyone else
Can tasks be included in Preventative Maintenance Tasks
So far, I cannot find how to do this. Effectively I want to create automated 'Daily Check' Procedures for the technicians. Rather than create a new request for each morning's activity (e.g. server checks, voicemail, email and other 'routine' functions), I'd like to create a request not disimiliar to a 'New Joinee' template. The New Joinee (default) template includes a plethora of tasks to be completed, before the request can be closed. Following the same logic, it would be useful to have this created
Asset Management : Issues & Questions
Hi, There two areas of Asset Management I’m having problems with. 1. Multiple IP’s We have a number of servers that host multiple IPs (Typically IIS boxes). Some of these servers host up to 20 IP’s. How can I get SDP to classify these as one Server? 2. Workstation Classification Everything is detected as a Workstation. How can I change the “IT Asset” to something other than “workstation” or “server”? SDP v7.5 Build 08 Many Thanks Marc
Deletion history log?
I believe in older versions of ServiceDesk Plus you were able to look at a history log and it would tell you if any tickets, assets, etc were deleted and when. Is that possible in ServiceDesk 7.5? If so, how can I do that? And if not, is this something we can look at getting built into the next major build release? Thanks, Alex
Request updates and technician acknowledgements
Is there any way of tracking technician request updates? Lets say a technician has 20 requests, and 3 of them have not been updated in 4 days...is there a display where the technician can view which requests he needs to update so the user is informed and the technician stays on top of his ticket management? Are there any custom reports that can be run by technicians/managers for requests that have been idle in the queue for xx amount of days/hours? Thanks, Justin
SMTP Email in SDPlus
Hi When wil we see SMTP email in service desk plus, as it would be very useful for all of us who use microsoft exchange as currently we cannot use the email features fully ANdy
Email Fetching Issue- Service Desk Application From Exchange 2007
Hi, We are using AdventNet ManageEngine ServiceDesk Plus 7.5.0. Recently we are facing issues with email fetching of Service Desk Application from Exchange 2007 Hub server. The issue is with the error while configuring the POP mail server settings. The error says " FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox". I'm able to telnet to the exchange server from the Service Desk Server, telnet to port
Problem with Services Desk
I have prolem with Services Desk , this is error and it's crash , i using Version : 7.5.0 Build 7507 The ManageEngine ServiceDesk Plus service terminated unexpectedly. It has done this 10 time(s). For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.How do i do , plz help me , thanks !
Is there a way to send the notifications ONLY when the status of the ticket is Updated ?
Hi there, Is it possible to configure the notification rules in such a way that it will ONLY send the notification email to the requester when the status of the ticket is updated / changed ? Your immediate help will be very much appreciated. Thanks
Contract Field Size
Hi, Is there anyway to increase the size of the Contract View field? I have several contracts which I have created starting with the same words, namely 'Symantec Backup Exec.........' with various agent endings and when viewed on the main screen I haven't a clue which is which as only the first 20 or so characters are displayed so have to click through all of them to find the one I need. By removing certain columns doesn't increase the size of the remaining ones either?? Please advise if this can
Notification Rule - Acknowledge Requester by Email when the request is updated
For the Notification Rule "Acknowledge Requester by Email when the request is updated" what events/fields trigger the status of "updated"?
Multiple databases
Can SD+ manage this?? I ask as we have 3 installations and would like to manage from one console/application server, but keep databases seperate as they now are quite different? Can this be done and if so how? I know I will need licences to do so, but can work with that, but what else do I need? Am running MSSQL, SD+ 7008, moving to 750? very soon, once testing is sorted on TEST environment
Catogoies
Hello Does anyone know the ITIL way to use Categories. Should the requester select the category or should it be the Technician? I would have thought it should be the technician otherwise the cateogories will be wrong as the requestors do not always know what catogory the incident falls into. Also to use business roles which are specific to a category this would not be possible if we should let the requestor choose the category? regards Ash Parmar
SD-15312: Inaccurate calculation of due by time of a request
Hello, This was due to be fixed in 7509 as is still listed as such on the known issues page, but it isn't in the readme for the 7509 update anymore, and it doesn't appear to have been fixed. This is causing us issues with our SLA reporting. Can you let me know if it is going to be fixed soon? David
Change options in CAB approval screen
Currently when a CAB member views a change, they have two options - "Approve" and "Reject". Strictly speaking, CAB members do not approve change, they only recommend it. It would be good if this screen were updated to reflect that.
name field in requester details giving error.
Hi, A user is attempting to log a request but the name field in the requester details won't accept any value, be it her name or otherwise. Any help? Thank you Thomas
Universal Asset scanning
Is there a way of doing a universal asset scan in servicedesk?? We have a load of machines in our asset system in service desk that were added at the beginning of the year, but these scans will be out of date now. Is there a way to do a single scan, that will go out onto the network and update every machine information we have on our asset system? All machines share generic names on the network, is there therefor a way to tell the system to say "scan all machines with names beginning "SCR" as an
Reporting on Tasks
Hi All, I was wondering if anyone knows or can point me in the right direction on how to report on completed tasks by technician? Ideally i would like a pie chart on how many tasks each technician has completed/closed for the previous month Included in
What permissions needed for Asset Scan
What level of admin rights needed to do a scan, I know Domain admins works, but this is against our company policies, what is the minimum needed to scan assets in domain?? Likewise for import from AD, Version 7008 with MSSQL
Wrong TimeSpent Time when Ticket closed after month change!!!
Hi there, We have been experiencing some problems with the TimeSpent. We have attached some images in order to have a better look on that issue. Trying to describe the problem occured, we came out with an explanation which might do some good for you in order to find out the resolution on that. Problem Description: When a ticket is created on May 28 and Resolved at that day but closed on 2 of June ( possible reason for that delay could be the absence of the employee), the time spent goes crazy
Using MSSQL Database
Hi, we are currently on SDP 7.0 Build 7022, we are attempting to upgarde to 7.5 Build 7508 and migrate from MySQL to MSSQL backend. Our plan of attack for the upgrade is to install SDP onto a test server, restore the live SDP data onto the test server, migrate to MSSQL database backend, and then upgrade to SDP 7.5. I have sucessfully installed SDP onto the test server, however when attempting to use MSSQL database, by using the Database Setup Wizard, it errors saying "Unable to fetch the SQL Server
where does the software inventory pull from?
Hello, We are trying to get a complete picture of all the software that is installed on our network. When an asset scan is performed on a computer, where does it pull the info regarding installed software from? the registry, or from add/remove programs?
Customize Column witdh and test fields
Feature Request; The ability to customize the individual column width and text field length. At the moment there’s lots of wasted horizontal space, and the text itself doesn’t fill the entire column, it’s just really messy;
Moving Hours?
Hi, We have a request that we would like to re-assign some of the time entries to a different request. Does anyone have any suggestions? Might be a good enhancement for the next rev? Thanks Jerry
Generate report having "response timings"
Error when trying to open a technician record
Following error occurs when trying to open an existing technician (only 2 out of the 33 are not opening) FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,248,122,486,024.
Blank screen when connecting to Service Desk front page using Windows Server 2008
ServiceDesk Plus Build 7508 Installed on Server 2003 R2 box with nothing else installed on it Database is on SQL server Connecting to the Service Desk front page using Windows Server 2008 gives a blank screen. Works correctly using Windows XP and Server 2003. Have tried the following: -- Changed port from 8080 to 80 -- Turned off Windows Server 2008 Firewall -- None of the log files in C:\AdventNet\ME\ServiceDesk\bin seem to generate any errors, are there any other log files
Difference between "Technician" and "Assigned Technician"
What is the difference between "Technician" and "Assigned Technician". We're running 7509\Standard. Just today we were generating a report and someone noticed that there are two values to choose from... "Technician" and "Assigned Technician". We messed around a little, and we're pretty certain the "Assigned Technician" is the technician that the request is currently assigned to. But if that is so... then what is the "Technician" field used for? Thanks!
Categories
I have a question about categories
Multiple Surveys
Hi All, Is it possible to have multiple surveys? e.g. A survey every 6mths about general customer service. A survey after a request has been completed. I have looked in the Admin-User Survey pages, but it doesn't look like this is possible. Ideally we would like to select a survey to run, choose the respondents and specify the frequency. Thanks Stef
SLA Report broken down into the following
Hi, can someone supply the mysql code for the following reports please: % SLA met and not met per User per week % SLA met and not met per team (role/group tech is in) per week % SLA met and not met per User per month % SLA met and not met per team (role/group tech is in) per month % SLA met and not met over all per week % SLA met and not met over all per month I'd need to be able to set it up to email the week and months previous. Thanks in advance :) Michael
Cannot edit asset SD 7.5
Hello, I am having a problem when trying to update/edit any asset. I am receiving the error you can see in the attached screen dump With admin or technician user is the same problem Error Code: -1,246,871,184,731 I cannot edit any asset!, even if it doesn't have any relationship I am also attaching the server log Current version: 7.5 build 7504 - tested with 7508 and the same results IE 6 and 8 SQL Server 2000 Win XP SP 2 Thanks in advance
Site field shown in requests when no sites configured
In v7508, the "Site" field is shown in the request template and request view page even when a site is not configured. This field cannot be set to hidden in the request template configuration, even in the requester view. I did not see this listed in the know issues, so I apologize if this has already been reported.
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