Technician - Purchase Order Approver keeps getting unchecked
Hi The purchase order approver settings are being lost in ServiceDeskPlus I am running ServiceDeskPlus 7018. I set up a technician to be a purchase order approver by ticking the check box beside their name. Some time later, I create a purchase order, however only 'administrator' is listed as an approver. (My technicians are imported from active directory) This has occurred on more than one occasion. Each time the box beside their name is not checked. Something appears to be resetting it. Can you
The Rules
Hello. It is necessary to consult on item of " the Rule ", whether " Notices of the initiator of the application " It is possible to create some notices or patterns with various variables, and depending on what variable you change in the application, such notice sent to the initiator? Version : 7.0.0 Build 7017
Reporting: Track requests which have not been responded to
Whenever a message is sent to a requester witihin a request, the NOTIFICATIONSTATUS field in the workorderstates field is populated with "TECH REPLY". However this includes system emails such as a "Your request has been logged with ID xxxx" which is flagged as a technician reply even though it is system generated. In MSSQL this: SELECT distinct "WorkOrder"."WORKORDERID" FROM (("servicedesk"."dbo"."WorkOrder" "WorkOrder" INNER JOIN "servicedesk"."dbo"."WorkOrderStates" "WorkOrderStates" ON "WorkOrder"."WORKORDERID"="WorkOrderStates"."WORKORDERID")
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Daily schedule issues
Hi, We have created a scheduled scan of the network on a dialy basis. However, every now and again the schedule stops responding and you have to reselect the date. Is this already a known issue. If not please can you look into the issue. Also, Once the scheduled scan has been completed we should receive a notification of all the changes made on the network. We no longer appear to be getting this making it harder to identify the new software additions. Just wondering if this is a part of the known
Time Spent HTML and Query Problems - Need Urgent Assitance
I am trying to produce a custom report in a tabular format with the following headers: Ticket ID #, Requester, Technician, Created Date, Completed Date and Time Spent (Completed Date - Created Date). However, when choosing the Created and Completed Date this is what I get: Request ID Requester Technician Created Time Completed Time 3 David Brooks Rose Washak 1156263888921 1156271163156 4 David Brooks Rose Washak 1156266718140 1156269141812 Also the Request ID is not the ticket ID # it is a new created
reply/forward format not correct
hi, with repect to reply/forward, when we click on these buttons the screen will have all the required contents in the message box. but, the format is not correct, its become like one passage, so, everytime we need to format it. which is time consuming. anyway to rectify it ? pls advice.
Purchasing Module Issue
We are having a problem with our purchasing module and could really use some help. Adding new products works fine unless we try to add software. When we add a new software product it tries to force us to associate it with a major version, if we do we get an error. "FAILURE: Problem occurred while trying to get software. Couldn't perform action on products..... Error Code -1,218,462,171,102" If we try to convert the software to a major version it tells us to select software. Are we doing something
Cannot Delete Report
One of our techs created a report and published it to everyone. I want to delete that report but I cannot. The only thing I can do is to edit it. (please see image) Please help! We are running Build 7015
New Feature request
Aside from my last post, i think it would be great if the asset scan would return the Network Description. I use this field to show how uses this PC and would be handy in working out what site the PC is in? also maybe the current logged in user may be handy for some people Scotty
Classroom Training in London -Septemer 8th & 9th
Hi Everybody! Catch our Servicedeskplus classroom training this time in Hammersmith, London. It is a 2 day training Scheduled on September 8th & 9th ,where our trainer will help you roll out SDP easily. Get best practices, workarounds, and tips to suit your needs from our experts. Get your staff trained to make the most out of ServiceDesk Plus. Register Visit: Other scheduled classroom sessions Training Portal If you are interested in attending the training, but cannot make it for this session, please
Verify PGP signatures and sign outgoing emails with SDP
Hi, is it possible to have SDP verify the signature of pgp-signed incoming emails? If not, is this feature planned in future releases? Right now, we are in the evaluation process and it would be a big advantage if this could somehow be implemented in SDP. thanks, Frank
change of Due date with priority
Hi, would like to explain scenario, i have 4 SLA's (High, Medium, Normal and Low) each SLA tied to Each Priority(High, Medium, Normal and Low). End user do not have control over choosing Priority. So, When the new request comes in, we default it to Normal priority and the due date will stamped accordingly. but, later we diaognise the request and try to change the prioroty and the due date will not change as per the new prioroty. we need to change it manually, which we feel is not correct. Pls advice
Help with MSSQL query report
I have been through the forums but could not find my specific issue dealt with. I need to create an MSSQL query which represents the following example: Staff Priority Total Overdue SLA% ------------------------------------------------ Joe High 45 4 91% Low 62 18 71% Total 107 22 79% For the period of "last month", for requests closed during that period. Cheers, K.
asset info upload asset management
Hi would like to know, whether we can upload asset info to asset management system using standard CSV/XL format ? regards, vijay
adding extra data to alredy found assetts
hey there guys, I have a question.. i have used the network scan feature to find all PC's on the network. I also have an excel file from a previous manager listing other details for that asset like purchase date, user, site, etc etc.. What is the best way to get that data into SD? Can i import the file, and match it against the existing asset and update its details? After i do the import, i still want SD to scan these assets going forward to update all the other information that SD collects. Look
attachment info not disply while replying
Hi, applied latest hotfix 7018 and came across below issue. when we choose to reply, we attach some file. After the attachment is successful, it won't disply any info of attachment on screen but, the requester will receive the attachment. Again, this is an issue bcoz, we do not know whether the attached file is the correct or not. There was no such issue with build 7000 appreciate any advice. regards, vijay
Summary report by Technician of Time Taken
As a new custom report I created a report for a period that shows the Closure statistics by technician. It has the count, average, minimum and max time taken to close requests in the period. The issue I have is that it also has all the detail for each technician on the report as well, so I get all teh requests they have closed before I get the stats at the end. What part of the report wizard do I need to use to tell it not to give me the details, just the summary bits. The report itself when shown
"Approval required for a Request" with out logon
Hi , I'm user helpdesk 7018 , but i have problem with function Approval , if someone have link approval , they can't reject or ok with out logon , it's not nice link like servicesdesk:8080/approval/Approve.jsp?ITEMID=3&MODULE=Request&KEY=11218096360249 Please fix it , thanks
Asset relationships - Connected To type
I am trying to use the new relationships in V7 as a CMDB. However, the "Connected To" relationship does not define the type of connection which is very limiting. Here is an example of what I am trying to achieve: I run servicedesk on Server-A and it uses a SQL server database on Server-B. In servicedesk I setup Server-A and the sericedesk asset to be connected. I also setup Server-B to be connected to servicedesk. I want to be able to determine what the impact of a broken asset is. Just say, my SQL
Content of Title bar
Hi Pls advice, how to customize content on the Title bar of the browser.
Microsoft SQL Server 2005 Express instead of MySql
Hi, would like to know, whether we can use SQL Server 2005 Management Studio Express instead of MySql if so, what are the steps and issues involved. regards, vijay
Asset Expiry Date not showing in asset listing
Does anyone know how to show the Expiry Date for an asset when viewing assets in the table/grid format. The customize view only gives the ability to show Lease Expiry, but Lease Expiry is not a field I can populate when editing an asset. I have expiration dates on security devices and want to be able to see the dates from the grid view.
Calculations in custom report
I need to create a SLA report that will calculate how long it took to close the request, and by how much time over or under the SLA was the request closed. The maximum time spent by a technician, the minimum time spent, and the average time spent by technician. So say if the SLA is 24 hours and the ticket was closed in 20 hours then the technician was under the SLA by -4 hours. Need the fields Request ID, Subject, Technician, Priority, created time, completed time, time spent, Does anyone know how
Solution Attachment Edit
Any way to edit the attachment and save directly back to the solution? At present, the only method I see is to save to a temporary location then delete and re-attach - seems cumbersome. Thanks
Software Licensing
Can anyone give me tips on how best to use the software licensing feature? I have 350 applications, many of which are used by many hundreds of computers. If I create a license for each of these, I would have thousands of individual licenses. Is this normal? I would prefer to have a single license that can be allocated to a number of machines, but I don't see this as an option. I would appreciate everyone's feedback!
setting up new asset management
What we are trying to setup, would be to have the assets assigned by room/cube. So we can go in add a room, then inside that room, put what computer they have, phone, printer, etc.. So when we have to change something in that room all we have to do is change one thing instead of re-entering all the information. We would also like to know if we would have the ability to run a summary report that would print out what each cube has in it for our records.
Close Change via custom status
Hello, As far as I can see right now a change cannot be closed until the status has been set to "completed". Is it possible to close the RFC using a custom status? I would like an RFC to close when the custom status of "failed" as been selected. I've tried setting the status to "failed" and then closing the change under the task menu, but the status reverts to completed. Thanks Rosa
Can't Restore Database (MS SQL 2005/SD+ 7012)
Hi, In order to attempt, once again, to upgrade from 7012 to 7018 (many attempts later...), we built a fresh virtual Windows 2003 Server. Then installed SD+7012 with the MS SQL option. Started SD+ 7012 and it went fine. Tried to restore my lasted backup from my production SD+ and it produce the following error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ========QUERY = INSERT INTO assetnotification (ASSETNOTIFICATIONID,ASSETNOTIFICA
Joining server to new domain
Our organization is switching domain names. SD+ has already been configured to scan the new domain. However when I joined the server to the new domain and restarted SD+ failed to start. The event viewer app log reports, "There may be a configuration problem: please check the logs." The system log reports, "The ManageEngine ServiceDesk Plus service terminated unexpectedly. It has done this X time(s)." [ServiceDesk\server\default\log\serverout0.txt] [10:17:23:606]|[08-07-2008]|[SYSOUT]|[INFO]|[26]|:
Customized Request Templates do not show proper values
Have created several request template through admin->request template with some values set for each fields. Each template has its own field values. However, when we add a request by selecting a particular template name, these fields are set to blank or some values defined by "Request Defalt Values". Am using SD Plus Version 6, and would like to set request templates' values based on types of request. Ex. a request for "Supply" would have its own template with values set according to supply request;
Release 7.5
Hi, when will version 7.5 be released??? i saw june and now july, but is already august. Or did i miss something??? Do we have to wait for this release like the release of version 7 Regards, Jeroen
Change a request into a Change
Hi guys, is there anyway that i can change a request into a change? By default all my users (300+) are llisted as requestors. When the submit a request, some of these fall into Change management. How can i move a problem from a request into a change as i want to track their original request input. How do other people handle this situation? I do not want to setup all users as technicians just so they can enter a change? Thanks Scotty
Asset created from PO
Hi, I would like to know the following info and device license count. Here is my normal workflow with SDP+ 1/ I will create a PO to purchase a new set of computer (1 PC and 1 LCD monitor) 2/ After received both items, the SDP+ will generate 2 assets for me (1 PC and 1 LCD monitor) (It will under the "ASSETS" list) 3/ I will install this new PC in the network and assign the IP for this PC. 4/ I've scheduled scan of my network in weekly base. 5/ After scan the network, the SDP+ will add as a new device.
Request Open via Email
Dear Support Team, Can I open a request via email with specific category, group, technician and other details. there is any possibility for this.
Removing Time Spent field from custom report gives error.
Hi, I'm trying to customise reports and am wondering why I can't take the Time Spent field out without getting the following error message: FAILURE :Unable to execute report : Report design not valid : 1. Field not found : Time Spent 2. Field not found : Time Spent 3. Field not found : Time Spent 4. Field not found : Time Spent All I want to see is the calls by category, on this report I don't want to see the time spent on a particular call. Is there any way to get around this? Also, I noticed that
Import of information to ServiceDesk+ from "Track-It&qu
Does an import script or executable exist that will extract information from Track-It into Servicedesk+? I am specifically interested in importing assets and associated purchase order information. Failing the existence of such, would it be possible to import such data into ServiceDesk+ from a structured CSV file, and if so, what is the format i.e. field name references, sequence etc?
Site PowerUser acess to Portal
I'm looking for a feature in the user portal of Standard edition that may or may not exist and was wondering if it exists. (Note: I haven't even installed the software yet, just want to know if the feature exists) Can I grant a user at a client site an access level like a poweruser, or a primary site contact such that via the portal this user can review all jobs that have been logged for their site/company by all users of their site/company. If it does exist is it available in Standard edition? Thanks,
Service Desk 7.5 Release Date??
Are we any closer to knowing when version 7.5 will be released?
Announcements without logging in
Is there a away for users to view announcements without logging in? I know you can do this with the solutions. It would be great if we could get the announcments on the login page.
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