Need for report : calls per week and per category
Hi, I need to extract a report showing the number of call per week and per category (or per department). Simple but I was not able to. Does anybody know how to do it? As I was not able I tried to retrieve the data in Excel, using a mysql ODBC link. "Little" issue: dates are defined as longint.... The easiest would be to extract all the calls in a CSV file and not a PDF as now. Then in Excel, everything is possible. Do you have a way to achieve this (CSV export) quickly? Thanks, CEL
assigning req to category via mail
How to auto assign requests sent via mail to particular category or technician ? Regards. -- Piotr
how to assign request to asset ?
how to assign request to asset ? -- Piotr
Bug found with Start/Stop Timer
Version I am using is build 5009 Build the following business rule: When a new request arrives: Mode is "Email" or "Web Form" Actions set: Change Status to "Pending" Steps to reproduce: 1. Email request to Service Desk. 2. SD+ will create work order and based on business rule will change the status to "Pending". 3. Pick up ticket as a technician. 4. View details of ticket 5. Click the "Start Timer" link, enter a reason, and click "Add". 6. Notice that the status does not change from "Pending" to
Can't restore my database from earlier version! Urgent!
I was trying to install from 5.01-5.10 and everything seemed to go OK! But the servicedesk service wouldn;t start. Seems a common problem. Anyway I uninstalled and reinstalled a clean 5.10 which runs OK. But now when I go to restore it says it can't restore this version? Man I getting annoyed. I love this proudct but it has its querks. Please help. Cheers Damien
Fields in Inventory Display
Hello, I'm new to ServiceDesk Plus, I'm evaluating it for my company's network. What I would need is a way to customize the main inventory view for workstations. For example the columns Models, Domain or Service Tag display info that is not useful to me. I would be interested in columns showing Cpu Type, RAM or HDD Model. I am aware of the "Workstations - Additional Fields" section, but I don't know how (or if it's even possible) to link new fields to WMI queries results obtained when during Domain
Pulling number of licenses for software out of the database.
Hi, I'm currently writing an SQL script to pull the following information out of the database: Name of installed software, Workstation the software is installed on, first name of the user associated with the workstation, number of copies of the software, number of licenses owned for the software. I've managed to find the first three values in the database and construct an sql statement that pull them out. My problem is I can't find which table the number of licenses and installed copies of the software.
Links in solutions
We would like to have a storage directory so that we can put files in there for download by our users. We found this as built in functionality. Is there a way to do it?
Custom Report - NullPointerException
When we try to create a cusom report for say workstations and model if we DO NOT apply any sorting the report runs fine but if we try to sort the report we end up with HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Cannot Scan computers!
I am trying to do a domain scan on some of the new machines we have, and it keeps failing! Every time. I cannot for the life of me work out why. It kicks up this message: FAILURE : //TSOL/th20406 : Either access denied for the user or the remote DCOM option might be disabled in the workstation. or one about telnet not being accessible. Windows Firewall is off, I don't know why it wont scan. Please help. Cheers Dunk
How do i change an asset to a workstation
How do i change an asset to a workstation as some of my assets are mac laptops bought in by cvs. Thanks Barb
Print Asset Information
Is there a function to print an asset? Similar to that employed to print a Purchase Order? It would be great to be able to print these to include with Assets provided on loan.
CSV import not working consistently and improvement suggesti
I'm trying to import a few users from a CSV file that was extracted from AD with the following command (which I believe is part of the W2K resource kit): csvde.exe -r "objectClass=user" -f output.csv I edited down the output file to hold only two lines, containing two test accounts I want to import in. I mapped nearly every field to an input field, with the exception of the password and employee ID fields. But the import is not working consistently. In my test case, I had only two lines, and I'd
Import from AD, computer scanning
Hello. First of all I would like to say you Thanks for this really great software. I've never seen something like that. I have 3 questions. 1. AD Authentication is enabled successfuly. In the Import Users from AD Wizard Organization Units are displayed. But the import of users from AD fails. There are no log entries according this error. What is the problem? 2. Only local machine is scanned successfuly. The others fail with the following errors: Connection to RPC server in the workstation failed.
Changing MySQL root Password
Dear All, I want to change the password for root user for SD+ MySQL database (since it could be treated as a security hole). I already have done it successfully using phpMyAdmin. The problem is, what should I do with the SD+ MySQL datasource configuration file (mysql-ds.xml). I have tried to change the password attribute value to the new one. But I found a failure when starting up the ServiceDesk Plus server. Need your support soon. Thanks.
Java.exe 99% CPU after upgrade to 5007
Good Day, We just upgraded to 5007. We are still in the process of rolling out and only have 3 people entering tasks, yet java.exe is taking 99% of the cpu and slowing down servicedesk to a crawl. This seems to happen when we run goto view all requests. After this, the server barely works untill we stop the service and restart. We have maybe 150 tasks total.
re-scanning workstations fails
Running SD+ off an XP macine. Have finally sorted my firewall to allow me to network scan or individually scan for a workstation. However, once i've found an XP SP2 machine, if i try to rescan it (even immediatley after discovering it) it fails with the error 'access denied for the user or remote DCOM is disabled. I used to get this message all the time, but changed settings to allow SD+ to scan machines, but it'll only scan each one once?
Wish List
Some of the things I would like to see in SD+ Contracts Ability to Sort on Name, vendor and Dates Show more than 500 items, maybe All Remember the number of items selected when moving between screens Ability to amend, add/remove attachment Assets Ability to sort on Name, Product, Allocation and Owner Show more than 200 items, maybe All Remember the number of items selected when moving between screens Requests Rember the last filter entered when exiting. Select My Open and Unassigned and when I exit
Accessing Inventory Software Section?
Hi All, I am evaluating this software and I like it alot. However, I can't seem to find a link to access the "Inventory > Software" section anywhere. The only way I can access the Software Inventory section is to open up a workstation, click on the SOFTWARE tab, then click on an application, and then backtrack by clicking the link to Software on "Inventory > Software". Is there an easier way to manage software or get to this section? Thank you, Ken
Import from AD, computer scanning
Hello. First of all I would like to say you Thanks for this really great software. I've never seen something like that. I have 3 questions. 1. AD Authentication is enabled successfuly. In the Import Users from AD Wizard Organization Units are displayed. But the import of users from AD fails. There are no log entries according this error. What is the problem? 2. Only local machine is scanned successfuly. The others fail with the following errors: Connection to RPC server in the workstation failed.
How to handle the inventory of multi-company
HI, If we use one SD+ to handle the hardware/software inventory of multi-company or multi-site, and keep the record separate to location and then down to dept. Please advice us how to handle is better? I finding only by Dept, User and Workstation. Many thx! Alan
Issue with AD authentication
When I log into service desk with AD credentials to create a ticket, I cannot find the method to set the logged in user as default requester. It is blank I created a new requester, testuser, with a local authenitcanon and that name shows up in the requester name field when I log in as testuser. Am I missing something? I want the requester name to default to the logged in user.
Creating Report to list computers with CPU and RAM
Hi I am trying to run a report to see what CPU and RAM each workstation has got but couldn't find this in standard reports not in Custom reports. Has anyone done this? If so, I'll be very interested in how the report is created. Many Thanks Lee
Service Desk Plus Report
Hi I would like to find out if it's at all possible to run a report to give me the cpu type and ram on all computers in my asset register. I've tried using custom reports but found it couldn't do this. Any ideas from anyone? Many Thanks
Different Solutions
Hi! Is it possible to have different solution for different department so that tex dep 1 don't see dep 2 solutions and so on ... Or if you can specify solution by queue ... In our organization we have two departments that share one solution. Thanks!
ServiceDesk Plus not allowing .png attachments to be seen
We've got a "panic button" application that you push, and a screenshot is captured and sent to our help desk. It attaches a .png graphic file, but it's not being seen at all (nor seen as an attachment either) in SD+ Any suggestions? Justin
Active Directory Creates a User Twice???
Hi All, I have installed ServiceDesk Plus 5. I have successfully setup email communications with an IMAP account. Now that that is working. I emailed a request into the server. I then received an email from the server telling me the ticket was generated and a ticket number was assigned. A link to the ticket is included. GREAT!!! Then you click the link, or log in. There is NO ticket under the user account. When logging in as ADMINISTRATOR, the ticket shows as UNASSIGNED properly. When looking at
Notification Rules error
Hi, We encounter following error in the "Notification Rules" under "Admin". Please help type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: No rows found for the table GlobalConfig in this DataObject org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825) org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
Fonts problem after AD scan
Greetings Small problem appeared today. After AD scan in sd+build 5010 all Polish characters in users and technicians names are replaced by symbols and numbers (in earlier version everything was fine). regards Bart
Scheduled scans cuasing conflict in Backup Exec jobs
Environment: Service Desk + running on Win2K server Helpdesk Backup Exec running on Win2K DC TOWNDC, nightly job runs at 10:00pm. Scheduled domain scan runs weekly at 6:00pm on Mondays PROBLEM: Backup jobs always fail on Monday evening, requiring TOWNDC to be rebooted before backups can be successfully performed. Backups then run successfully until the following Monday, etc, etc... Is the Domain Scan locking the WMI database? and not releasing it? How can we test this? All help appreciated! Thanks-
How does SD+ detects if an incoming mail should be appended?
Hello, Everything is in the title ... How does SD+ detects if an incoming mail should be appended? I'm having problems with mails not being appended when they should. Is that because I changed the "Subjects" of automatic replies ? (I use : Re: [SD#$RequestId] $Title) Thanks
Requests by mode report.
Is it possible to create reports on requests broken down to the different modes? In my setup of SD+ I have -in addition to the default modes (e-mail, web form, telephone), added "In Person" with the description "Tap on the shoulder". I guess all IT-workers know what I am talking about here. Also, it would be interesting to get reports on request mode by requester. I.e.: "Bob keeps tapping me on the shoulder in stead of using the web form." This way the user education would be easier to direct towards
report with solution
Hi Is there a way to make a report of the Requests and put also the solution on the report ? Thks a lot. Geert
Active Directory Authentication
I have imported users from AD but when i hit the button enable the AD authentication it gives me the follow error: "Could not enable Active Directory Authentication. Ensure Domain Controller is configured for atleast one of the Public Domains." What i can do to solve it?
Mail Server Settings
Hello, when i try to set the incomaing mail server settings i receive the following error when i click save: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox I checked my configuration over and all the settings are correct. did anyone else run across this problem? thanks Al
Internationalization Russian
When SD+ will be available in Russian language? Maybe, we will help with translation. This way, it is possible to speed up it?
SD+ data migration win->linux
Hello, I need to migrate SD+ from windows do linux. Simple backUpData.bat -> restoreData.sh dosn't work. I suppouse that restoreData.sh does sth more than restoring data After this procedure SD shows white page. Does anyone know proper procedure ? Piotr
Assets warranty expiry date
Hi, I am testing the software at the moment and would like some more information before going ahead to buy it. I cannot find the asset warranty expiry date in any forms, but when i import a csv file for the assets, i can see a warranty expiry date. Where should i can go to see this field? Is there any other way to see when an asset reach its warranty expiry date, i cannot generate a report that shows that information. How will i know when an asset is not covered anymore by warranty? Many thanks,
Ignore Out of Office AutoReplies
Just came across a major annoyance today. Close a ticket, system notifies user who is out of the office with autoreplies turned on. Autoreply opens ticket. Have to disable notifications, close ticket then re-enable notifications in order to actually close this ticket.
business rules
is there a way to configure SDP to NOT fetch a certain email, I tried to define a business rule but that did not work.
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