Please Help with Custom Report
I am trying to create a report that shows Resource Name, Service Tag, Resource Tag and Resource Serial Number. The problem I am having is I have some workstations in my system that have the service Tag Different then the Resource tag. I am trying to find them we have 15,000 items and it is becoming difficult to handle. If there is away i can produce a report that show every workstation and asset with these fields that would be great.
Please Help with Custom Report
I am trying to create a report that shows Resource Name, Service Tag, Resource Tag and Resource Serial Number. The problem I am having is I have some workstations in my system that have the service Tag Different then the Resource tag. I am trying to find them we have 15,000 items and it is becoming difficult to handle. If there is away i can produce a report that show every workstation and asset with these fields that would be great.
User cant see assets
I have tried making a user with a login then mutiple users with the same name but different department and no login names. On the user login, on creating a new request, when assigning a asset it says to show all stores owned by the user, which should be all the assets which the same username as the person logged in however it only shows those associated with the login users department. Does this filter by the ID of the user or the username value if not is it possible to make it show all assets that
Sorting Survey Resutls
Can the Survey Results be sorted by Date? right now the results are randomly listed.
Description required
We just moved to Enterprise version (build 7504). Is there a way to make the "description" field required when a requester is entering a new request? Thanks Chuck
AD Import not completing.
Hi, Is the AD import issue due to be fixed in the next release? We are currently on 7504 (Your SDP Version : 7.5.0 Build 7504 ) Each time we attempt to do an AD import - it attempts to do so for hours, possible days if I was willing to leave it run. After a SD support staff took a look it said it was counting 32000 ou's or something like that. We don't have that many OU's. This must be a known issue as I see there are many others looking for information on the same issue. Will this be resolved in
Reporting I - multiple grouping levels
While using Urgency, Sub Categories and Items for Development Issues it would be very helpfull to have multiple grouping levels. Any chance, to do so? thx Stephan :roll:
Business Rule Problem
I have a business rule which does the following: 1)If new request is from requester name = to one of (10) particular requesters 2)Place in Group "Help Desk" 3)Assign to Technician "Joe" I would like to be able to modify this rule to eliminate #3 and just Place in the group and leave technician as "unassigned" so that whole group gets notified if it goes unpicked. I am finding that if I remove action #3 from the rule, the requests from those requesters STILL get assigned to "Joe" even though that
How to change System Account email address
Hi, How can I change the "System" account (Mandatory ServiceDesk USer - Should not be deleted) email address? I found this "System" was appended in the request convensation. Regards, Carmel Lee
SQL Server 2008
Hi, Currently I have service desk running on windows server 2003 and sql server 2008. Is there any problem/restriction if I upgrade sql on sql server 2008? Thank you,
Business Rule based on GROUP
I can add/save a business rule which the criteria based on the field group a a action. But when i review the rule, there is no criteria. Any idea?? Thanks for help
Notification
Hi. We have one problem. The notice works at updating and resolved request. When the tech set status - resolved to the user comes 2 mail. (1 updating request, 1 perfomance request). It's possible to make one message about perfomance? If use notification change We use 7020.
Request, Change, Problem interface issues
Dear, Currently the SD performs fields checking accordingly to closing (closure) rules only after a technician pushed the Save button. If request has a few uncompleted fields only one of issues will be reported for one time. This approach (step by step ) is very annoying. Is it possible to use modern technologies (like AJAX) that revealed (changing the color of field for example) every uncompleted field soon after the status will be changed (it is depended on a type of request (incident, change,
Gripe with E-Mail notification rules.
I have tested this on both, our live server 7015 and the test server 7504 with the same result. We have rules set up to send an email to our group for when a new request is logged and assigned to our group. Also an email rule for when a request is assigned directly to a technician. This, I understand, will generate 2 emails, annoying but that I can live with. here's the annoying bit - there are certain calls that are resolved right on the phone within one minute (password resets and the like) so
notifications
Hello - is there anyway to setup service desk to email certain technicians before a resolution time has breached? i.e. is a call is 30mins away from breaching, send an email to tell people.. thanks Peter.
Change Approval doesn't alter Change Status
When you use Change ( V7 Enterprise ) and send requests to CAB members all seems fine with the collection of the individual recommendations. The Change exists in a REQUESTED status for Change Status. Then someone with CAB approval status sets the CHANGE to Approved. The Approval status changes to APPROVED, but strangely the Change Status remains as REQUESTED. Is that right/supposed to occur and why? Regards, Andy
Cannot locate the Unassigned job
Hi, In my "Home" tab with "Global View", I have 1 "Open" request in the "Unassigned" list, but when I click to check it. The "Unassigned Requests" view return nothing for me. How can I find it out and close that job? Regards, Carmel Lee
different spell check
Does anyone use a different spell check than english in the request description field? Is it possible to use e.g. a german spell check? We're using 7020 right now. Thanks for your advices. Regards, Chris
Copying settings to sites
Is there a way to declare that a site should never, under any circumstances, deviate from the default settings, or do I need to do a copy to every site every time I change an SLA timing?
Technicians & Requesters
Hi, Is there any reason why my Technicians don't appear in the Requester's list? This only seems to have happened recently, possibly since the upgrade to the new version of SD+. Is there an assumption that as a Requester you won't have any IT incidents? How do I raise a new request for a staff member in the business that is listed as one of the Technicians? Thanks, Paul
Import Requesters From A.D Problem
Hi, I am facing a problems while importing some users from AD and I get the following error: Total Users in Active Directory 300 � Added Records 0 � Overwritten Records 0 � Failed Records 300 And this is the serverout0.txt log file: [15:30:28:686]|[02-16-2009]|[ADSMLogger]|[INFO]|[18]|: Checking for a ValidDC finished| [15:30:28:686]|[02-16-2009]|[ADSMLogger]|[INFO]|[18]|: Initialization Finished| [15:30:28:686]|[02-16-2009]|[ADSMLogger]|[INFO]|[18]|: Error in Init : 80070057| [15:30:28:686]|[02-16-2009]|[ADSMLogger]|[INFO]|[18]|:
losing job no's in merged requests
Is there any way of tracking job numbers when two requests are merged. Clients enquire about a job number that may have been merged with another, but there is no record of the original number.
Hello, just moseyed by.
Love that yahoo, helpful information. Will read up and hopefully have something to post. Keep up the good work. _____________________________________ LocalAdLink
Scan Workstation Audit issue
Hi, I've found an issues with the way SDP identifies a workstation for audit proposes. The issue appears if you use a VPN client and audit the Workstation when the NORTEL VPN client is active. If you scan a machine with the VPN Active the MAC address reported is the "virtual/fake" MAC address of the Nortel client. The problem is that this MAC address is the same for all machines. Thus using the MAC address as the unique indentifier is not a good process. Unfortunatly MAC address can be duplicated
Automated approval?
We want to have users log into a standard account for example newuser. From this account they can create a request that will be assigned based on business rules to a specific tech (Tech A). Also, we want to have the approval process sent to our HR department immediatly after the request has been created so they can approval or disapprove the request for a new user account. Is this possible?
Service Desk VS Track-it
I am currently evaluating Track-it and Service Desk Plus. Has anyone used Track-it and switched? Does the asset inventory provide an audit so that future scans will show added software? Any feedback on use of product would be appreciated.
Adding Column to Reports by day
Hi, I would like to add the column "category" to the report "reports by day". I'm no SQL expert. Please do the needful.
New Requests, by Email Only?
Hi, Is there a way to possibly prevent users from making requests from the helpdesk, but just allow them to request as normal via email. Users can do both at the moment, and I want to make it so they can only create requests through an email. We need to keep it so users can still login to the helpdesk to track pending requests and the status of them. Any Help Appreciated. Thanks Richard
Purchase Reports - Order By Products
hi, i need create a purchase report for product. i tried create a new custom report but the wizard is unable select a product voice. help me! regards
Creating Groups
Is it possible to Create a group filter under a main group and to filter by an additional field?
Reporting on Conversations and Last Notes on Request?
Hi Guys, We are running ServiceDesk 7.0.0 Build 7022 on a Microsoft SQL back end. We were wondering while creating reports on reqeusts, is there anyway to actually show the last notes or conversations on the call? Any help or advice would be appreciated. Thanks!
ae_scan.vbs and Domain scan
Many times appear in history changes of the workstation: Operating System (Microsoft� Windows Vista� Business) - Name changed from Microsoft� Windows VistaT Business to Microsoft� Windows Vista� Business. When I make a scan with the script ae_scan.vbs the operating system is: Microsoft� Windows VistaT Business When I make a domain scan the operating system is: Microsoft� Windows Vista� Business The difference is just VistaT or Vista�.
Integrate multiple ManageEngine apps to one MySQL server...
Is there any documentation on integrating ServiceDeskPlus with say other ManageEngine apps, such as ADManager Plus and Event Log Monitor? It would be nice for these apps to be able to use one MySQL server and one web server with different ports configured, rather than running them as individual apps. Surely this can be done? Sorry if this isn't the right forum to post this in, I really didn't see any that fit the question.
Reporting II - joining Requests & Changes
Hi, does anyone has an idea, how a report can easily be created, gathering informations from requests and changes???? thx, Stephan
Vendor already exists
Hi, Im trying to associate a vendor with a Product, in the drop down for Vendors it doesn't display any options and if i try to add the specific vendor that i want it says that the vendor already exists. I am using the latest build of SDP Professional Edition. Thanks in advance.
Tech Availability Chart
Using 7503. Tech Availability Chart Didn't this view previously show resolved tickets for each tech on a given day in the list? Was this causing formatting issues with really active technicians or something? This would be a good option if it is still available. -gjaynes
Weird bug in 7504 - wrong request comes up
We just converted from 7022. We have a few additional custom request fields defined. Evidently, if you add one of them as a column view when looking at your requests, and then sort on it, when you pick various requests within that view, the URL you go to appears to be the right request, however, you get a different request actually displayed. You get a different request that is in your list of requests from that view, but it's not the right one (most of the time -- sometimes you'll pick one that
File Attachment options for requests
I have just recently started using servicedesk 6. I love it, and we are using the heck out of it. I have a couple questions about the 'file attachment' feature for requests. 1. Is there any way to attach a file to an existing request without having to 'edit' it and browse/attach/etc. What I mean, is can I email a file to my pop account that is being checked by servicedesk, and format it in such a way that it picks it up and applies that file to the request? Say, like subject: $ticketnumber or something?
Discription (text box) can't be tabbed out of
Version: 7.5.0 Build 7504 When editing a ticket it is possible to tab through all the options until you get to the Description text box where it stops, I am not sure if this can be enabled but it would be nice to be able to tab on to the buttons at the bottom of the screen - out of the text box for description. Version: 7022 used to do this.
Copy default settings (ServiceDesk 7504)
Dear All, is there a possibily to copy the default settings to other site (for example groups)? Regards Julia
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