SLA Reporting / Subscribe to a request/ticket
Hi there, I'm currently evaluation ServiceDesk Plus, and I only need few things to be clarified before I make my decision. First question: I have two groups defined and wants to know how these two groups performs every week, according to the SLA. So every monday, I would like to know how many percent of the requests/tickets was finished within the defined SLA. An example output could be like this: High SLA = 86 % Normal SLA = 100 % Low SLA = 55 % Is it possible, and how do I do this? Second question:
Report Error/Query
When I run the Report: Reports by completed requests requests>>completed requests by department I get results of all departments that have 7 or more requests closed, but the rest which is a reasonable proportion of total get calculated in the OTHERS total. Can I get all the departments shown in this report without having to trawl through the xls spreadsheet to manually determine which departments had requests closed in the calender month/period. Hope this makes sense and can be easily changed?
Auto assign Tasks
Hi Team, We have created a Request Template and added a bunch of tasks to it. We would really like it if when the request is raised using this template that the tasks are just assigned to the same technician who has the request assigned to them. Is this currently possible? If not, is it something that could be included in the future? Perhaps a check box on the template that says auto-assign tasks, as in some instances you would not want this. Cheers, Mike.
Advice for Query report about Response time (non-office hr)
Dear Support Recently i am working on a report about Technician Response time and Time spend on a request. And some other time related value.. Assumption : Our Operation Hour is 09:00 - 18:00 Time spent on request (wo.timespentonreq) is work fine as it is a build in value where i know there are some rule applied on the counting (Will not count on those non-office hour time) While for Actual Response Time (wo.RESPONDEDTIME - wo.CREATEDTIME) , it works fine if both happened in the same day. eg. the
Scheduled Import Requesters from Active Directory
When doing a manual AD import there is a wizard to select what to import: "Import Wizard Choose the Organizational units from which you want to import." We like this feature, and only choose OU's that include our users. We do not select OU's that contain disabled or service accounts. When we configure a daily automatic import, we do not get the wizard that allows an OU selection. Automatic import brings in everything. Which we do not want.
Need advice for Error Code - 1,211,964,867,487
Dear Support The error happened when i use the Domain Scan. FAILURE :Database exception while updating Workstation. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,211,964,867,487. I have searched through the forum and seems that you need the Support File for checking Attached the Support file for your reference. 8)
6015 --> v7 upgrade
I'm looking to upgrade from 6015 to version 7. I'm running Windows version on MS-SQL. I know there might have been some upgrade issues in the past, and wondering if the dust has settled; should this upgrade go smoothly? Looking for any feedback or advice. Thanks, Christian
Optimise tables / shrink database
Hi Having deleted a load of old requests with large attachments I want to tidy up the database and reduce its size - currently around 1.3 gb. Any advice on the correct proceedure please? Robin
Business Rules criteria
I wanting to put multiple required items in a "Description contains". If I add more than 1, it is changed to an "or" instead of an "and". Is there a way to get around this. Currently "Description contains" "VPN Down" or "45.70.99.29" Would like "Description contains" "VPN Down" and "45.70.99.29" Thanks Chuck
Enterprise Software Licensing
When I create a license for an Enterprise software, for instance 250 count, but it has just one license key, it creates 250 entries of that license, each with a number at the end such as below and in my attachment. Microsoft Office Professional Edition 2003-3288 Microsoft Office Professional Edition 2003-3289 Microsoft Office Professional Edition 2003-3290 etc. until it lists an entry for all 250. If they are an enterprise license, it's just one license. Having it listed 250 times (or however many)
Error when deleting Workstations in SD7.015
When I try to delete some obsolete workstations in SD 7.015 I receive this error FAILURE :Problem while deleting workstations. Please report the problem to the system administrator, with the Error Code - 1.212.060.311.054. What might be the problem?? regards
Preventitive Maintenance Tasks - Broken V 7.0 Build 7015
I get this error after I try creating a new PM task and click "save". FAILURE :Error occured while trying to save Preventive Maintenance Task Please report the problem to the system administrator, with the Error Code - 1,212,012,536,960. X Your SDP Version : 7.0.0 Build 7015 Latest Version : 7.0.0 Build 7015 [ Details ]
Cannot Restore Database
Hi Support, I 'm having a problem in restoring my backup file of Service Desk Plus 7. Backup File from: OS: Windows 2003 Version: 7 Build: 7013 Restore to: OS: Windows XP Version: 7 Build: 7013 Please Help! See attached file.
Business Rules on Site are not working in SDP
Business Rules are not working when the rule is configured to look at the 'Site' option. I have assigned 'Site' to each department and each user has been included in the relevant site. It is also possible to run the run base on Region? Anyone else see this or have tested this?
Cancelling a running scan
Is there a way to stop a currently running scheduled scan? Had a scheduled domain scan kick off earlier and I need to stop it, if I look in Asset Management - Windows Domain Scan it tels me the scan is in progress but there does not seem to be a way of stopping it. Have bounced the box SDPlus is running on but the scan just recommences after the reboot
Importing users from ADAM
Hi, I have a scenario where I have to import users, and enable pass-through authentication to a ADAM (Active Directory Application Mode) server. Does anybody have experience with this? Kind regards, Rasmus
Error scanning workstation - Multiple NICs and Memory..
I have 1 workstation which is refusing to scan now, giving me the error message Please report the problem to the system administrator, with the Error Code - 1,211,620,222,732. Of special note about the workstation is it is currently reporting approx 332 memory slots and 100+ network cards installed. The memory is just repeats of the real installed, so a system rom and 2 Dimms, repeated over and over again. The NIC is the same MAC address and IP over and over again. Will it be simply (!!!) a case
manageEngine service continually shuts down
On my Test environment I have just restored the latest backup copy form Production, however now when I go to start the service in my Test environment, it runs through the process, then when I refresh services it shows as stopped, I have changed the properties of the service to manual, automatic and even disabled and re-enabled with no luck?? I have just restarted the machine, but still no luck. Help me
Rename standard change?
At my company, only one type of change does not require manager approval, and we call it "production down". The "standard" change type in SD+ does not require approval, which is a bit of a problem for us. Is ther a way to modify the database to change the name "standard" to "production down"?
Strange behavior - change approval
I'm wondering if anyone else is experiencing this behavior - if you approve a change, a pop-up box allows you to record details for the approval, and a save button lets you save the approval. However, this box does not disappear after saving, although the details *are* recorded. If you close the box manually, the change approval tab does not show it being approved until the page is refreshed. Is this by design?
Can�t use @ in description field Servicedesk7.0.0 Build 7015
I have found a bug in Servicedesk 7.0.0 Build 7015. I can�t use @ in description field of a new case. The result is all typed text are bolded and a size of 30-40. Help us fix the bug, I hope in next Build! / Robert Sweden
User cannot see submitted requests
I have a user who cannot see the requests that he has logged in ServiceDesk Plus (v7.0.0, Build 7015). He is using his AD account as login. He receives all updates pertaining to his requests, but when he logs in, it shows 0 in all categories and he cannot look at the status of any pending requests. Any ideas?
Left hand arrowheads in notes are wrongly interpreted
Hi guys. We have asked for this to be fixed before, there appears to be a problem if you have a "<" in the notes filed. Anything on that line is not shown, this is causing a problem. A report from an email checking programme which contains < and > only shows the lines (and parts of lines) with > even though when you go to edit the note the < are plainly there. So in the following clip from a report the lines in red do not show on the notes when viewed in the job/request but do when you edit the note.
Help desk
Dear all, I am using heldesk licensed version but now that is not working. when i am trying to browse client page in the localhost itself am geting blank page. please help me out ASAP Regards Shafi.
Can�t get "Pass-through" Authentication to work
We have enabled Active Directory Authentication this works fine, but we don�t get the "Pass-through" Authentication to work. We have ServiceDesk plus Enterprise edition 7.14 We run IE 6 and we have the servicedesk URL in the trusted sites.
Best practice for adding a software subscription?
Hey guys, I'm just trying to break the ice on the purchase order module. I haven't looked into exporting from SAP yet but I figured I'd start learning the ins and outs. My question is about software subscriptions. We recently just got 47 year long licenses for a program. How should I go about entering that in? Should I create a new type of product called "Subscriptions" or work it into the software somehow? I'm always looking for better ways to do things since I barely know what I'm doing in SDP.
email reply problem with Problem Management
Now i create a new problem. And in the problem detail page,i send a email using the "Notify" button,and the eamil appearls in a list below. The problem is if reply the email,there will be a new Request created,so it is confusing...... Any suggestions.
SDPlus 7 Domain Scan Name Resolution
Have searched throught the forum to clarify the name resolution method in SDP for Domain scans. Does it just use DNS queries to resolve computers found in AD or the default Windows name resolution order?
ServiceDesk Schema Question
I was working with my DBA to try to generate some custom reports. We looked at the schema provided from within the application (i.e. from query editor/workstation/get). Not all of the tables looked like they were listed. For example, when I run a custom report for Workstation and query "service tag", the query editor says that the table and field are workstation.SERVICETAG. There is no servicetag field listed in the schema provided from within the ServiceDesk application however and I can not even
notification of specific requests to a technician
is there any way i can notify one technician (who is the technician) of certain requests, that is requests coming in from senior and critical staff? i know i can notify all helpdesk calls, but i want to notify only the critical staff requests to the technician? is there anyway to do that
Security and Logins
Can we get an update to the issue of AD users being able to login and submit ticketes even though they have not been imported into the Requesters section of SDP? I know a group of us brought this up at the beginning of the year but I have not really seen anything about it since. This has become a huge problem for us as a school because our students have found the address to the helpdesk and are putting in all types of tickets. I do not know why this has not been fixed yet. What is the point of importing
Resolution categories....
Hi, Any chance of a customized form for resolutions or a pick list for the resolution categories we have setup. This would make closing of calls much easier...???
Group Mail Settings
Can someone explain me how Group Mail Settings can be used??
Auto Finance
Business directory of auto finance companies and auto finance lenders. Automobile financing firms offer business auto loans, leasing, and financing services for new and used vehicles.
Schedule AD import once in every x days
It appears the function " Schedule AD import once in every x days" is not working for us. It hasn't been importing users and I've had to do it manually since we upgraded to version 7, any tips on troubleshooting this problem? Kind Regards Chris Smith
Purchase Order PO# field
Is there any way of automating the PO number so that it increments by one from the last issued PO ?
Requester name
Hello... I would like to know if I can change how I receive a requester messsage. Meaning, instead of 'Dear Smith, John,' can I change it to 'Dear John Smith,'. This is with the 'E-Mail acknowledgement to requester on submitting a new request' Notification template. I am running SD V6.0.0.14. Thanks. AndyW
Purchase Order Dates - custom query
Hi .. I'm trying to write a custom purchase order query, and cannot find any specific document that details how to 'decode' the dates. am using: Service Desk 7.0.0 Build 7012, MS-SQL server My query is: SELECT po.DATEORDERED "Ordered Date",po.POCUSTOMID "PO Number",po.PONAME "PO Name",paao.NAME "Vendor Name",pos.STATUSNAME "PO Status",po.TOTALPRICE "Total Price" FROM PurchaseOrder po LEFT JOIN POStatus pos ON po.STATUSID=pos.STATUSID LEFT JOIN VendorDefinition pvd ON po.VENDORID=pvd.VENDORID LEFT
Is anyone playing AoC here?
I mean Age of Conan, of course )
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