Request group assignation time query
Can you please assist to make this query usable under SD+ 9307? SELECT "wo"."WORKORDERID" AS "Request ID", "icd"."NAME" AS "Item", "wo"."TITLE" AS "Subject", "rtdef"."NAME" AS "Request Type", "std"."STATUSNAME" AS "Request Status", dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + ((wo.createdtime/1000) + 3600),'1970-01-01 00:00:00') "Created Time", dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + ((woh.OPERATIONTIME/1000) + 3600),'1970-01-01 00:00:00') "Assignation Time", (woh.OPERATIONTIME - WO.CREATEDTIME)/1000
Task Template
I am trying to setup task templates for various projects that we are currently working on. there is a drop down in the template for the "Group" and "Owner." however, when I select the group and the owner (as only one technician Is working on a project at a time) it does not keep these set. as soon as I try and use the template these fields are blank. Is this a known issue or is it designed to act this way?
Cannot add custom attribute to printer
I am trying to add a single line attribute to the printer CI type. When clicking Add, the application is stuck on processing. Looking at server side logs, it gives us a hint, but no solution: The INSERT statement conflicted with the FOREIGN KEY constraint "ReportColumnDetails_FK". The conflict occurred in database "servicedesk", table "dbo.ReportSubModules", column 'SUBMODULE_ID'.] with root cause|java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "ReportColumnDetails_FK".
Show Active Templates only
I have the following query that lists all Incident Templates we've created. SELECT rtl.Templatename "Template Name", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 However, some of these are inactive. Is there a way of filtering these out, or at least showing "active" or "inactive" next to each one? Database: MSSQL Version and Build: 9.2 Build 9221
Need Local Administrator login
Hello, How to set local administrator being admin ? i cannot login to my SDP website because of AD authentication has changed.
extract software information on a server / workstations
hi, I need a report where I can extract all software from each server or workstation. It shall be possible to sort on the name of the workstation / server. Anybody with experience in creating a query that can extract this. Thanks
Automatic assignment.
Hi guys. Need Your help. Started to use SDP and are unable to configure automatic assignment of the expert. Example 1. One region "rA1"- one site "s1". Four equipment ("t1", "t2", "t3", "t4"), - associate site - not in any site . Two groups of technical support "g1", "g2". "t1", "t2" Technicians are associated with "g1", "t4", "t3" technicians with a "g2". Enabled automatic assignment of the "Round Robin" on all new requests. The E-Mail Command is enabled. Business rules are configured according
Change the purchase template
Hi, i want to know that if it possible to change the purchase template because I need to disable some fields. thanks
Change Management roles
Could it be correct that I cant defined who is a member of the different Change Management roles, so it forms the list of people that can be chosen when the Change Request is submitted. So there would be a list of possible Line Managers and a different list of Change Owners etc
Active Directory notifications
Hi, Since upgrading to the latest version, we keep getting the attached alert in SD+ Where is this alert set up and how do I stop or modify it?
Horrible Service For Manage Engine Support For Licensed product
Is there anyone from Manage Engine Support in here. I have been trying to reach your support since today morning for an issue where my installation is no longer starting up. I have already raised a ticket with no response. Ticket Id : #4350867 I had tried calling the international number +1 925 924 9500 thrice and each time someone picks ups says hello and hangs up.
PIV authentication
Is there a way to use PIV card authentication to sign into Service Desk? Currently we are using username and passwords, but we need to start using PIV for authentication. https://csrc.nist.gov/projects/piv
Unable to copy workflow tasks on copying template in service catalog
Hi Team, Is there a limitation that on copying template under service catalog we observe that workflow tasks are not getting copied with it. _J
Minor annoyance - Dashboard
Hi, We recently upgraded to the latest version of Service Desk Plus and I noticed that when on the Dashboard and you click on hyperlinks for open SRs, it opens it in a new tab instead of in the same tab (see attached). It never did this in the older version and a few of my colleagues have highlighted this to me. Is this something in the options that can be changed?
Email ticket creation
Is it possible to set up service desk to create a ticket and assign it to a specific support group based off of the information included in the email? or even set it up so different email addresses create tickets in different groups?
Missing call history
Hi, In the previous version of Service Desk, when you clicked on a call and then navigated elsewhere, you were able to see your history on the mid-bottom left hand side of the screen. I cannot see this in version 9329. Can you advise where to find this?
show manager in requester details?
Hi. Is it possible to present the manager to a requester? I have imported it from AD, so its there, but how to make it visible to all technicians in the view when creating a ticket?
Know in a report the total time in hours that the Online technicians have been during the last week
Good afternoon, please I need to create a report that indicates the total hours that technicians have been online in servicedesk plus during the last week. I've been testing a series of queries with which the technician already shows, his last session and the number of times he has started, but none that make a sum of the total hours that have been online during the past week. Would anyone know tell me? this is all I've seen in the forum that most resembles: SELECT dbo.AaaUser.FIRST_NAME AS [Full
Categorisation or assignment of additional fields in asset management module.
We are using many custom fields related to asset information but i'm not aware of option how to enable or disable them to specific types of Assets like Switches, Access Point etc or modified default one. I would like to request to either have feature that will allow customize default templates/forms used by CI Types or have some was to control additional fields assignment to specific CI types.
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
Query Report - most entered tickets
Can someone help me write a query report regarding, "Most Entered tickets by Requester"? It will need Requester name, Location, amount of tickets, and be able to be done from certain date ranges. If possible.
Recording time in Projects
If I associate SRs with Projects, does the time spent on the individual SRs get recorded against the overall time of the project?
Menu Tabs
Hi there How do you change the menu tabs from Icons to Text? SDP was successfully patched to v9.2 build 9231 this morning in our organisation. The "Reports" and "Community" tabs have changed from text to icons. Please advise how to change the tabs from icons back to text?
error mail
we have changed the exchange server to zimbra and when configuring the incoming mail options it gives us an error. On the other hand, outgoing mail works perfectly for us.
Fail to reply issue due to mail server setting
it worked before but when we change to office 365 setting it always.
Alert technician function not work.
The function "Alert technician by e-mail when a request is assigned" is not work. No any mail send to technician. But "Alert group members by e-mail" or reply Mail to Requester is work fine. Is there any log to troubleshoot this issue? Thanks.
Incorrect time in the execution of the Request
The service desk has a working time from 9 am to 18. The SLA urgent plan is configured with an execution time of 1 hour. If an request arrives at 6 pm, the time of its execution is postponed to the next day and is set to 9 am, but must set on 10 am i.e. the engineer must start its execution at 8 am, but this is not working time, and request is considered to be overdue. Where can I fix this setting? Time on the server is correct. Sevice desk: Our version : 9.3 Build 9301 Data base : postgres Server
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
Work Logs
Hi, I am writing a report outside of the web interface and need to report on Worklogs. Can anyone tell me what table the worklogs are in? Also, what table are they for archived requests? Thanks!
How do I create a field that has the list of users as its dropdown list?
How do I create a field that has the list of users as its dropdown list?
Incident Template assistance
SDP On-Premise Version 9.3. How do I make an incident template inactive? Can't find an option in the Edit page
Service ServiceDesk failed
Hi, we've got the problem: ManageEngine ServiceDeskPlus 9.2, build 9200, database MSSQL. The service works unstable. It can work, for example, 10 days stable, than on 11th day the service stops. During starting the service we get the message Application Layer Started .............. . In logs we see next: INFO | jvm 2 | 2017/11/09 14:53:24 | java.lang.OutOfMemoryError ERROR | wrapper | 2017/11/09 14:53:24 | JVM exited unexpectedly. STATUS | wrapper | 2017/11/09 14:53:30 | Launching a JVM... INFO |
SD+ Portal Usage window
Hi all, Does anybody know how to hide the Portal Usage tab from the SD Portal? See attached image
Preventive Maintenance Schedules Are Empty / Blank
We are running SDP 9321 with MS SQL and I went to maintenance a preventive maintenance task and noticed that all of the schedules are empty/blank. I changed the schedule for one of the PM tasks, hit save and then went back into the PM task and looked at the schedule. The schedule is still empty/blank. Is this a known problem? Thank You, Craig Rice
Latest user guide
Hi, With all of the version updates recently which have added new features, I was wondering if there was some up to date documentation/users guides for Service Desk Plus which reflected this?
Windows Domain Scan
These i had try few days, but it´s not function. The permission it´s from the domain admin, the domain-controller it´s correct, WMI + DCOM + COM it´s on all machines active, but if i want to scan it always shows that the permission are not enough. It´s that an bug or why it´s maybe not function? Thanks Toby
Exchange 2010 (on-premises) + connectors - mail-server not function
Maybe some people know the solution. We have one exchange 2010 with smtp/pop/imap connectors. If we try these with normal client i´ts function. But with the ServiceDesk Plus it´s doesn´t generates tickets. If we click on the mailfetching troubleshooting button, we gets only one blank site. I hab spent over four days, but i not found the problem, why the program ServiceDesk Plus not received and sent e-mails. First i follow the manual, but it´s not function, then i check the permissions in AD, Exchange
Survey Report by Support Group
Is there a way to create a survey report based on support groups in requests? we use two totally different support groups, and since we can't create two sets of survey questions per support group, next best thing would be to have a report that separates the two.
Yesterday attachment cant' be open
Hi, i'm newbie in using SDP. for the master of this service can you help me solve my problem. my problem with sdp is when i try to download yesterday attachment's can't be downloaded because the file not found because i just migrate the DB from PostgreSQL to MSSQL. For Example : 2 days ago i try to open an attachment when the request happen by 7 november 2017 but i still don't understand till now about the solution. Ps: please contact me to pratamarezaadhitya@gmail.com if u know the solution about
User created request, techs are not notified.
So I have had no luck getting this to work. Right now, email works fine, if i email in a request the outbound email goes with no problem. BUT, if a user creates a ticket, none of my tech's get notified. I have "Alert the following technician(s) by e-mail when a new request is created." Selected, and the 4 techs I want to be notified in the list, but nothing ever happens. Is there something I need to change also. please help. I am on my 30 day eval, and would like to get this setup so i can show my
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