Admin Report - Department List, Requester List ,Technician List, Incident Template List, Service Template List
Data Base : MySql , MS-SQL, PGSQL SDP Build : 8100 to 9000 Complete Department List: select dept.deptid "Department ID",dept.deptname "Department Name",dept.phoneno "Phone No",dept.fax "Fax",sdorg.name "Site Name",aa.first_name "Department Head",dept.deptdesc "Department Description" from departmentdefinition dept left join sduser sd on sd.userid=dept.deptheadid left join aaauser aa on aa.user_id=sd.userid left join sitedefinition site on site.siteid=dept.siteid left join sdorganization sdorg on
forwarding to another site after sending data to API
How can I redirect the user to another page after submitting an application ? Released only : after sending data to servlets / RequestServlet
Exporting of Requesters
Hello all, our client is happy with the demo of SD+ ITIL, so we now have bought it and setting up the new server. I mentioned previously that I cannot add Users/Requesters via csv as the login names and passwords are not imported. I now manually made the changes to several hundred accounts. How can I export the user data from the "test" site to the "Live" site. regards Warren
Create User specific Group
How can we create user specific group in SD Plus tool, so that one user group can not seen another user group tickets.
Possible to create Custom View "All My Not-Closed requests"?
There are some basic views which filter requests htat are assigned to yourself. However the View I would like to have is all requests that are assigned to myself and that are not Closed. The one default View that comes close is "My Open or Unassigned", but then I also see all Unassigned requests. The other default View coming close is "My Open Requests" but there it doesn't show Pending requests. How can I create such the Custom View that I want? I can't find the option in the filters of a Custom
Report: Tickets created at [time]
hi support-team, i need to create a report for tickets and i need most of all the time, when tickets were created. can you give me a quick start, please? thanks in advance. best wishes winnie
How do I view services requests/incidents with a status <> Completed
I'd like for our technicians to be able to view tickets that are both Open & On Hold (or, essentially any status other than closed). This is a fairly typical thing to do in one view. Is it possible in SDP? Thank you, Adam
Exporting of Requesters to CSV
I need to dump all my requesters to a CSV file so I can do some data scrubbing and prepare them to reimport to new MSP version of Service desk. Can you please tell me how to get the data out?
I am trying to export all the requesters and added info
Does anyone know the simple way to do this?
How do I bring up the old data in case SD plus reinstall on the new server?
Hi, Let say my company have a new server for the SD Plus. Once the reinstall SD plus finished how do I get the backup data from the old one to continue the servicedesk operation? Thanks, Jakraphon
filtering asset view with [NOT] condition
Hi there, SDP build Build 9027 when viewing asset details, we can "search" to only display column containing the specified string. is there a way to specify a boolean on the text field? for example: list workstation that are NOT in a certain site (or sites) list printer that serial number DOES NOT contains certain string view all switches EXCEPT those from Cisco
how many hardware inputs Standard Edition in service desk
how many hardware devies inputs Standard Edition in service desk
Import Data as Note
Hello, we are importing requests from an Excel file. There is a field that we wish to remain hidden from requesters, but are unable to import this data as a note. Is there a method to import data as a note or possibly another field that can be hidden to the requester? Thanks, Steve
Scanned Software Installation Counts
Referring to a previous post from long ago, http://forums.manageengine.com/topic/scanned-software-counts, I am still finding this issue in the latest version of SDP. For example, in the Scanned Software list it shows there are 42 installations of DropBox on our network. Yet when I click on the number 42 to view the installations, there are only 19. For some other software installations, it has also shown 1 installation but when I click on the number there are actually no installations at all.
"Time Spent Created Time" field is always blank
What triggers an entry to be loaded into the "Time Spent Created Time" field? Michael
Operational hours based in SLA's
Put one laboral schedule for site in somes times is not enough for some kind of operations
Restoring a deleted change
Hello, Is it possible to restore a change once its been deleted. To be clear this isn't a chance that has been closed but deleted. Thanks
message "Send notification failed" please help m
HI when the technician reply to requester and send the message the following message displayed. Send notification failed please help me regarding the issue i will thankful to you.
New incidents default to Resolution field instead of name
I'm not sure which update maybe it's the latest (8.2.0 Build 8207) but recently we have noticed that when we create a new incident, the cursor automatically jumps to the 'Resolution :' field instead of the requestors name.
Team Members can delete not own worklogs
Hi there, there seems to be a problem in the Projects Worklog module. Even if a user has only Team Member permission, the user is still able to delete other users worklogs. At the same time the user is NOT able to this in the Requests module. Can you please advise how we can fix this or get this scheduled in a matter of urgency to be fixed? Kind Regards, Per
Is SD+ working with Exchange email yet?
I've been running a test build of SD+ on my personal computer using a temporarily created gmail account. We feel we're ready to create the "real" build on the server and would like to use a permanent exchange based email address. I did some quick searching here in the discussion forums and am only finding years-old discussions with promises of support in future builds. It now seems to be years after those responses... Does SD+ support exchange email yet?
Can't scan workstations using the Scan Now button.
Hello, We are unable to scan workstations using the Scan Now button. The start up scans through the agent are working when the workstations reboot. I sent the support log file to servicedeskplus-support@manageengine.com but I haven't heard anything back.
Page loading error
When first running ServiceDesk's tab in browser (for example, after browser close/open), we often get a message as below on screenshot: Also, this message will appear after some idle, when automatic page-refresh time is up to be. After pressing F5 for several times, SD's main page continues loading itself. How we can solve this problem? You know, hitting million times F5 is not a solution :D (Browsers - IE8, IE10, IE11) Thank you, best regards.
Problems with the mail connection
I have some problems with the mail fetching, this is the second time that this happened in this month, The service are working so good until today, I review the access directly by gmail.com(is a gmail account) and the account is working fine. I followed these steps - Stop the mail service - Put again the values required - Start the service - Telnet test (OK) - I checked the logs and I found this error: [01:37:49:622]|[12-02-2014]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[62]|:
How do I add a text box in the Resource area of a Service Request
I need to add several lines of text to the Resource Area of a Service Request Template. This is informational text that we want to use bullet points so that it stands out to the user. As an example the form needs to show the following details in the same area as the computer selection question: Computer: All new hires will be issued a standard GBG build computer with standard applications. Please note Mac computers are for designers ONLY. Laptops are ONLY for employees who will be traveling and
SDP - Auto Delete Assets
Hi, Currently we are using SDP 8.2.0 Build 8214. Can we schedule a task within SDP or outside SDP to delete assets that have not been in contact with AD for more than 90 days. We have 1000+ assets and numerous assets are joined / removed from the AD. An auto-delete task which would delete all the assets which have not contacted AD for more than 90 days would be beneficial. How do we schedule such task?
Deleted Worklogs in Requests and Projects
Hi, when a worklog gets deleted, is there a way to recover those? Or is the at least a way to go through the history and identify that there are deleted worklogs? If yes, can you please provide a query for this? SDP 9029 linux, mysql Cheers, Per
Transparent user authentication in Active Directory Service Desk.
Good day! Recently purchased the product Service Desk 9.0 Build 9027 and decided to set up authentication that would Active Directory users by clicking the link immediately went into his private office in the Service Desk without password verification for your account. But can not find information how to set up?
Incorrect duplications email address
I Guys, Using service desk plus, my users send requests to me only through email, and read my response again via email. since I updated to version 8212, when I reply to a ticket email addresses are duplicated. for example: mail recived : by bbb@test.com TO: aaa@test.com CC: ccc@test.com, ddd@test.com when click reply: TO: bbb@test.com CC: ddd@test.com, ccc@test.com, ddd@test.com, aaa@test.com I tried to uninstall the service pack by update manger but when I click on the SP did not you highlight the
Windows Logon credentials required for URL
First post so sorry if this is worded wrong. I have created a test help-desk system for our maintenance department, the system is setup and working, issues auto logging via email etc which we are happy with! Only issue is that when our technicians go to the helpdesk url 'http://maint-helpdesk' they are prompted with a Windows Security window for there AD creds... I want them to hit the url shortcut on their desktop and then just be presented with the helpdesk logon screen. Any help appreciated! Also
CAB member views
Any tips for helping CAB members view changes pending their review? Any tips for helping change managers quickly see which changes have updated CAB recommendations or CAB recommendation status counts? We're trying to leverage the CAB system but we're struggling with simple ways for both sides of the approvals and recommendations quickly finding ALL the tickets they need to act on. Checking each ticket manually is time consuming and ineffective. Anyone out there have any ideas?
Best way to escalate request to developers while keeping in touch with end customer??
Our team is trying to be very customer oriented especially with the request we get from end users. Many times the request we get are beyond our ability to resolve so we have to escalate our request to the developer of the application in question. The problem is our developers are don't really need to interact with the customer, but if we assign the ticket we are no longer able to keep that request in front of our team for updates for the customer. We are thinking about sending our devs task and
Automatic email to ticket
Forgive my newbieness, I'm evaluating ServiceDesk Plus as a potential Help Desk solution for my district. The big feature we're looking for is the ability for our users to be able to simply send an email to the help desk email address without any special formatting and have that automatically become a ticket. I've seen that Spiceworks can do this but, honestly, I would prefer to go with ServiceDesk Plus as I am familiar with your product from a previous district that I worked in. I've seen where
Export requests and solutions to other ServiceDesk.
Dear all, We have plan to merge two service desk servers. We have three following questions. [ Environment ] ServerA: Windows Server 2008 + ServiceDesk Plus Std. 9 ServerB: Fedora 20 + ServiceDesk Plus Std. 9 Q1. Can we merge all requests from Server A to Server B? Q2. If Q1 is yes, can we merge all request histories and attachments? Q3. Can we merge all solutions from Server A to Server B? Best regards
automaticaly set asset
Have a nice day. When I create new incident and choose requster asset field set automaticaly by first asset. I want to fill it manualy. How can i change default value on "Choose asset"
Technician using gmail to reply to requester
Hi, I would like to find out if it is possible for a technician to use his gmail account to reply to a requester's request that has assigned to him? I tried to reply using gmail (but only seeing the incoming email account in the Email-To section). Although servicedesk plus captures the conversation, it is not forwarded to the requester. Is there anything i can modify in the system to cater to this usage? thank you.
change order of resource info
I'm creating in the form designer for Service Catalog in SD+ and needed to delete a "Resource" from the "Resource Info" section and add another one. But now the new "Resource" is at the bottom of the list. Is there a way to change the sort order (i.e., move the one I just created to the top?)
Enable remote connection to the servicedesk database
What is the command to enable a remote connection to the servicedesk database? I need to use a data profiling tool installed on my workstation to connection to the servicedesk database.
sabari
i states that "Server is starting .It may take a couple of miniutes." and it returns normal to command mode
sabari
hi, i am having a problem in running the manageengine server service. if i execute the command sh run.sh it becomes blank .the servers are not starting. please can u help me
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