Merging 2 reports
I would like to merge the following 2 queries together, please can you help>> SELECT wo.workorderid 'RequestID',wo.TITLE 'Subject',rtd.name 'RequestType',aau.FIRST_NAME 'Requester',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') 'Created Time',dateadd(s,wo.COMPLETEDTIME/1000,'01-01-1970') 'Completed Time',ti.FIRST_NAME 'Technician',pd.PRIORITYNAME 'Priority',dateadd(s,wo.DUEBYTIME/1000,'01-01-1970') 'Dueby Time' FROM WorkOrder_Threaded wot INNER JOIN
new user on sdp
hey all.... our company recently start to prepare sdp the hebrew version. one of the problems is when i give a technion a permission from the default groups it like i didn't give nothing like he was a gust... can you help me please?????
restore service desk
how do i restore service desk last backup ? os- server 2003
Email attachment
A requester has lotus mail account. When a technician replies to a request sent by this requester with an attachment, the requester can't see the attachment via lotus. However, when the technician changes the setting to plain text instead of HTML, the requester can see the attachment. The requester can see the attachment if he logs into service desk. Sending attachment from service desk to Gmail has no problem. Thanks.
Active Directory Pass-Through Authentication Build 7503
This morning I attempted to enable the Active Directory Pass-Through Authentication (SSO) within ServiceDesk Plus Build 7503 after having upgraded to 7503 last night. After enabling this option, logging out of the web interface, closing Internet Explorer and reopening Internet Explorer and going to the web site for SDP, the site never comes up. It sits waiting to load for an extended period of time. Eventually it times out and comes up with a blank screen. What needs to be done to correct this issue?
Migrate Database from one SQL Server to another
Hello, We have just purchased a new SQL Server for our network and are planning on retiring our old one. Before we can do that, I need to move the Service Desk database to the new server. Are there any step by step instructions on how to do this? I looked through some of the posts on the forums and only saw how to move from MYSQL to SQL. Thank you for any help that you can provide! Brian
attempting to establish a default password
On the recommendation of your phone support I am attempting to establish a default password for all requester accounts. Active directory authentication is not an option at this time due to the use of smartcards for login To establish the default password I was instructed to export my user list to a CSV file. I've done this. I've added a default password column. this column contains the default password value of 'help' SD+ does not change the password when the import is executed. Also it appears that
Purchase 'request' and purchase orders ...
Hello. I am currently evaluating SD+ and I like it very much. Thus, I am still having a question regarding the purchase process. Is there a way to create purchase requests (as I encountered in another service desk solution)? By creating purchase request, it would be possible to assign each purchase request to a cost center. Then, after having several requests, I would like to create a purchase order, by selecting/gathering existing requests with material from the same vendor. This would allow me
remote control tool for supporting remotely
We installed (upgraded) SD+ 7.22 to &7.52 on last week, since we upgraded SD+ we like to use the remote control tool for supporting remotely Unfortunately when we try to install the viewer and remote tools, we found below ATTACHED error lates update is SDP Version : 7.5.0 Build 7503 HELP ME...
cutomise change request
is there any way i can customise change requests? in the implementation tab, i want to add some tasks that will be used for all change requests. how can i set it in the template? in the latest release, do we have the option of modifying the change request template?? thanks....
newbie here - mail fetching error
Hi all, I have just tried to install SD+ for testing purpose. However, I have encountered problem with mail fetching. Here is the log file that i have copied out. Please advise me. [22:13:25:860]|[12-27-2008]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[21]|: MailFetchingTask ---> executeTask() called ... | [22:13:25:860]|[12-27-2008]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[21]|: Connection obtained for crawling the database <AppIndexingInfo
[RENDERING EXCEPTION] after upgrading to 7500/7502
After upgrading to 7500 or 7502 I am getting a [RENDERING EXCEPTION] message as the columns' caption of the asset's additional fields I am displaying on the assets grid. Please advise what to do. This problem has prevented me from moving to 7.5 version!. I've been waiting for days for a solution or workaround from Support and nothing yet Anybody else out there there having the same problem?
Templates Feature does not work
On previous versions, I could open any existing Work order and based upon the type of request, i would apply a template. The only thing we can apply a template to now is by creating a new work order from the templates. Most of our templated tasks had various tasks and delegation to the tasks. Now we have to recreate the work order entirely for any system generated work order (emailed or user created) . Once a template is assigned, it can not be edited by using another template. Is this a normal feature
Pages not correctly displayed after migrating to 7.5
Original sytem: 7.0.21 Migrate from Build 7000, 7001, ... 7021 to Build 7022 whent fine. When, Migrate to 7500, however, the pages are not correctly displayed. see attachment. Pleas help!
Group totals on a report
Hi, I have the following query but would like to show the total Time Spent and total Amount at the bottom of each group (Site). SELECT rctd.FIRST_NAME "Technician", sdo.NAME "Site",wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", cd.CATEGORYNAME "Category", std.STATUSNAME "Request Status", pd.PRIORITYNAME "Priority", SUM(rc.MM2COMPLETEREQUEST/1000/3600) "Time Spent", SUM(rc.AMOUNT) "Amount" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
Request Category as Mandatory field
How can I make category as mandatory field for requesters on request creation screen. We are on 7.503.
Requester's additional fields not displayed
Requester additional fields are not displayed in Request screen to technician. I have added 2 fields in requester. These fields are not displayed in Requester Detail area of Request screen. In SDP 7 version additional fields were appearing but in SDP 7.5 they are not appearing. Additional fields contain crucial information for technician and we need to display them
Request created through Quick Create - New Request
Request created through Quick Create - New Request does not have category and no technician is assigned. I have assigned technician to each category. When category is not assigned or selected then request is left unassigned. Can we set default technician for request created without category.
assign manager to more than one department
I was told one of the features in 7.5 would be the ability to assign a manager to more than one department but that cannot be. The only choices I see are "View own", "View Department" and "View Site". This does not help at all. We have serveral managers that run up to 3 departments. I need them to be all three of those departments, not the whole site. Is there anyway to get them to see what I want. I couldn't find anything.
A Really Bad Day
There was this guy at a bar, just looking at his drink. He stays like that for half of an hour. Then, this big trouble-making truck driver steps next to him, takes the drink from the guy, and just drinks it all down. The poor man starts crying. The truck driver says, "Come on man, I was just joking. Here, I'll buy you another drink. I just can't stand to see a man cry." "No, it's not that. This day is the worst of my life. First, I fall asleep, and I go late to my office. My boss, outrageous, fires
7502 - Asset module seems slow
This is difficult to confirm but either HF1 or HF2 seems to have made V7.5 very slow in the asset module. I say difficult as I'm running this on a virtual server that is not the spec of the main box, but asset was never as slow as it is now. When only 2 or 3 items in the list then fine, but when lists are long the pages take an age to display. Also had a couple of crashes with the system around the same time, circumstancial I know but everything points to asset being an issue at present. Is anyone
error upgrade 7022 to 7.5
I install a fresh 7022, then i want upgrade my 7022 to 7.5. as 100% i got a error "uninstallation completed". i checked the updatemgrlog0.txt and find: 2008-12-23 21:57:08 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [信息] : testing....=Mon Oct 01 00:00:00 CST 2007 hdDate01 Oct 2007 2008-12-23 21:57:08 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [信息] : testing....=Tue Oct 02 00:00:00 CST 2007 hdDate02 Oct 2007 2008-12-23 21:57:08 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor]
compilation error
Dear Sir/Madam I have a small problem in complation in "MicroSoft Visual Studio 2005". The error is as follows cl /nologo /Fe..\bin\radio_range.exe /Ox /Ob2 ..\main\temp.lib ..\libraries\wireless\src\prop_range.obj /link ../lib/windows/libexpat.lib oldnames.lib kernel32.lib user32.lib netapi32.lib advapi32.lib gdi32.lib comdlg32.lib comctl32.lib ..\license_dir\windows\lmgr.lib ws2_32.lib LINK : fatal error LNK1104: cannot open file '..\bin\radio_range.exe' NMAKE : fatal error U1077: '"C:\Program
Update sites configuration?????
Hi! When I created sites I used "Copy Default Settings" option, and all groups coped to all sites. Now I need to add extra groups to all sites, but all new groups are listing only at "Default Settings" Groups, not at any site. Hmmm, I have about 300 sites, Do I have to update all sites manually????
'Request Details' edit function not working
Several of our users are experiencing errors when trying to edit the request details (assigned group, technician, mode, urgency, etc.) of a ticket. I noticed there was a javascript error and have attached the message. One problem is that after clicking 'update' the processing image will appear and the application will hang and not finish. The second problem is that when selecting a new group, the technician form field drop-down does not populate. Anyone else experiencing these issues? Version : 6.0.0
hurs of operations no longer working
Currently we are running build 7018. Prior build was 7015. When we were running 7015 all request tickets were following the business hours of operations. We would not get an unpicked request notification for a request ticket off hours. After installing build 7018 this is no longer true. We are getting email notifications after one hour of ticket generation regardless to the hours of operation settings. ex. our hours of operation are set to be 700 - 1700 M-F if a user submits a request ticket at 9
Cannot see old request information after amending Requestor
Hi, Prior to upgrading to v7.5, we did not use set anything for Site in each Requestor information. We want to update this field for each requestor so as to have another category to allow a Super Requestor to view all requests for a site. After updating and tick for the Super Requestor to allow view all site requests, this user cannot see the old request information any more. How to overcome this ?
Function Request or looking for workaround
Dear Support We are forced all the technicians must fill in the "Add Work Log" in each of the cases. I know we can define the "Request Closing Rules" but seems there is no option available for "Add Work Log" in the "Request Closing Rules" Page. Since we found there are some problem with the report When select the TimeSpend Module in the "New Custom Reports". There are options for "TimeSpend" and "Time Elapsed". If we have selected "Time Elapsed" attribute for the report, for those request that forgot
requesters appearing more than once
any idea why the requesters appear more than once? i keep deleting them, but still it appears. y does it happen??? and there is no change in spellings as well. thanks..
One Servicedesk email account for many departments,any ideas
I'd like to have one master email address for servicedesk is configured as the address the mail fetching picks up the mail from in SD+ All the other addresses (per site) are created as aliases all forwarded to the single address. Business rules can then be used to action on the incoming mail based on the "TO:" address as it retains the original address it was sent to. Use the rules to direct the requests to the group you want based on the to: address. THIS DOES *NOT* WORK WITH OUTLOOK 2007 OR HIGHER,
7022 - Change Calendar view not showing all changes
When viewing changes for the current month not all changes are beings shown on the Calendar view. They do show when LIST view is used. Only appears to impact the current month ( Dec 2008 ) V7022 - MS SQL/W2K3 , IE 6 and IE 7
Trying to generate a Weekly report that has the "Work L
I have made the report (using Crystal Reports) but need to add one final item. The Work Log, however I cannot find what table it is stored in within the ServiceDesk database in SQL.
Add new technician to existing category
Basic question but I need help. I have a new technician and I need to add her to the available technician dropdown menu in an existing category. Where/how do I do that? Thanks!
Asset Script Error
I use the VB script to force PC's asset info to SDP. I have just started receiving this error when all users log on. Ideas?
SD+7 - CSV Asset and Component Import ignores location
I've run a few small CSV files through to look at migrating past data into the CMDB element of SD+7. The CSV files are contain location data as text, and during the import process the column with the location is selected. However when you view the imported item the location information appears to have been ignored. Location isn't shown on the asset Resource Details/Resource Info tab, it only appears when you edit the resource. Am I doing something wrong, or is this an omission on the load part and/or
Hotfix 7503 released
Hi Users, Hotfix 7503 has been released. Please find the release info at forums.adventnet.com/viewtopic.php?t=768591 regards, Uma.. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
Migration to MS Sql
We have running SDP 6.0 build 6015 with my-sql We would like to upgrade and migrate to MS SQL. Where can I get some information on the procedure? What is the best practice for this task? What version is best to run before/after the migration? etc...
Query report - dynamic filter data
Hello everybody. I see there are some fields that are automatically set by the system that can be used as a filter (<from_today>,etc.) I would like to have a complete list of those fields other than dates, for istance I would like to have a field like <login_name> in order to show things belonging only to the user who actually is running the report. Other useful things could be <my_group>, <my_role>, etc. Thanks, Federico.
Change Default user password
Due to some security requirements as well as time constraints, it appears that at this time I will be unable to use AD authentication. I would like to set a default user password for all requesters. I saw this script while searching the site update AaaPassword set PASSWORD='2+uYvE3SLfO3XaHl+CaGLA==', SALT='1103287238602' where PASSWORD_ID = ( select AaaPassword.PASSWORD_ID from AaaPassword LEFT join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id LEFT join AaaAccount on AaaAccPassword.account_id
SPAM filter rules for CC not working
We have an Exchange public folder which logs all emails to a list address. This list also forwards to our Servicedesk POP account. We do not want messages CC's to this address logged as new calls in Servicedesk. I created a SPAM rule to exclude emails CC'd to the Servicedesk account however it does not appear to work as expected. The truth table is as follows: 1. TO:servicedesk CC:anyaddress Result: FAIL: NOT LOGGED 2. TO:anyaddress CC:servicedesk Result: PASS: NOT LOGGED 3. TO:servicedesk CC: blank
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