daily statistics ( KPI ) - cron job?
Hello For performance statistic purposes (KPI), I would like to run some SQL statements in one (or more) queries in order to build me a table with history data like backlog per end of the day number of incidents created on one day number of service requests on one day ...History data with number of <request type> per day is easy; I can get this history directly via SD+ reports. What about my backlog statistic? How could I generate a history statistic on the backlog per day? Should I do a daily SQL
Total record number when viewing report differs after exporting report
Running SDP build 8008 I run a report on our survey and get total records 74 However when I choose to export to excel and open the excel file it now says total records 134
Ajax error in Asset tab
Hi, We have little less than 2000 asset registered at the moment and we'd like to add more but an annoying problem is getting in the way. When we click on any link within the Asset tab (like for instance "Workstation(s)/Server(s) Detected") i get the following error in a popup window: Error while fetching ajax response : Component returned failure code: 0x80040111 (NS_ERROR_NOT_AVAILABLE) [nsIXMLHttpRequest.statusText] This happens using Mozilla Firefox and has been replicated on multiple computers.
"Unable to fetch technician details" after server migration
Dear all, after a server migration everything looks fine and working on the first view. But there is one issue - when I want to edit a technician I got the error message " Unable to fetch technician details". On the old system from which the database backup was taken everything is fine and working. We are using Build 7602 at the moment. Any ideas how to resolve this issue? Thanks, Heiko
Data Clean up and Archive functionality
I have been trying to clean up our groups and categories and as you know I have to get rid of all uses of a category or group before the system will let me get rid of a group or category. <complaint> groups do not have the 'mark for no further use' functional deletion that categories have </complaint> It was suggested to me that perhaps by archiving all old tickets prior to the categorization and group refactoring would allow me to delete the unused groups and categories. Will this work?
Windows 7: Asset Scan does not work
Hi, I changed for testing my computer from Windows XP to Windows 7. Since this moment, the asset scan does not work any more and reports back DCOM problems. I have tried moreless everything which is posted in the forums, but it seams that no one is using Win7 with Service Desk Asset scan yet. Dos anyone has an idea, why the scan does not get through? by the way, manual scanning does work and reports it's result back to the SD-Server. Kind regards Thomas
System Log Viewer 404 error
When I go into the system log viewer I see 10 items i the list by default. However if I try to change the view to a longer list of items or if I try to click on the next page button I get the following: 404 - File or directory not found. The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable. What causes this. I assume the system logs are somewhere in the db and since I can see the current 10 why would I get this error?
In Assets name of the PC changed with its IP
Hello! Please help me with following issue. Sometimes (seems at every weekly scan), I see that some PCs (5-10 out of 100) in Assets are changed its names from "pc1.domain1.domain.local" to "<ip_address>". This event is written to the history of the workstation, but no reasons mentioned. Thanks in advance.
OEM Operating System Licence
We have a number of Windows 7 workstations. Some were purchased with an OEM copy preinstalled, some were installed with a volume license. in the software licences section of ServiceDesk we can see that these OEM machines appear with identical product IDs (12345-OEM-12345678-12345) Is there anyway to have SD recognize these OEM product IDs and not require us to assign them a license? creating licenses (either single or OEM) does not work as these licenses are applied to all the machines regardless
Agent installed but machine has been formatted
Hi, We have a number of machines "in store" than we've formatted and at some point in the future will re-issue them. The problem we have is that these machines in the past had the Agent installed and we have no way of uninstalling the agent as the machines have been formatted. Is there some way in ServiceDesk Plus that we can go into each asset and tell it that the Agent isn't installed so it doesn't show up under "Agent installed workstations"…maybe using a report query with SET? Thanks, Steve
New Request Received Notification Issue
Yesterday we upgraded from version 8005 to 8007. Since the upgrade, email notifications for new requests are not being sent. We use the Notification Rule “Alert group members by e-mail when a new request is added to the group”. On all of our Incident Templates, the group is hard-set and the requestors cannot change it. This has worked flawlessly until yesterday. Now when a requestor submits a request, the Group field is blank even though it is hard-set in the template. If a technician submits
Business Hours elapsed time_diff function
rather than using the time-diff() function, we would like to create custom reports showing elapsed time in business hours - it would be helpful (rather than writing this ourselves) if you could provide a bushrs_time_diff() function for use in the reporting tool that looks up local business hours based on site of a ticket then calculates the elapsed times between notable events for reporting purposes going one further it would be nice if the elapsed business hours were simply a field somewhere so
Cookies problem ?
Hello We have Servicedesk Plus and Desktop Center installed on the same server. If I now login on both program with the same browser I can loose my "login session". Perhaps some cookies problem, all programs points to the same server with different ports. //Peter
Is there an easy way to export Category, Subcategory, and Item entries from SDP?
I'm currently in the process of cleaning up our Categories, Subcategories, and Items in SDP and while it's easy to import changes in .csv format I would like to export this info from SDP so I can make numerous changes a bit easier. My question would be is there an easy way to do this? Or if there's not could we get this functionality on a future release? Respectfully, Jamie - Las Vegas, NV
Signature problem
After updating from 7.6 to : 8.0.0 Build 8009 I've noticed that behavior of the signature placement has changed. SD-25080: When replying to a request, the technician signature was shown at the very end. Now, the signature comes under the reply content. Now I have such reply window: In green area is my signature and in the red area is the standard text of the reply form. But why my signature is above my standar reply text? Or I need smth to change?
Resolved requests not automatically closing
We have a number of requests that have a status of "Resolved"... I changed the "closure rule" to close the ticket 3 days after resolved; however, the requests that were set as resolved prior to the change are not closing. Is this a feature...
Why is SLA reapplied on changes to closed tickets
Doing some clean up of old tickets after having changed SLA rules. Noticing the tickets are showing the new sla response and dueby dates - I would ordinarily not want this to recalculate on closed tickets - does this mean all changes on closed tickets now need to be done through sql scripts rather than the interface to avoid this trigger firing?
ServiceDesk Plus Mail Fetch Stops every day
Hi, Our mail fetching (via pop to our exchange) stops each day at around lunch time, anything after 11am really. stopping and starting the mail fetcher doesn't help so we have to restart the servicedesk service, which is scheduled every day before start of business. We would like to resolve this as no emails are picked up in the afternoon until the next day. I have attached logs from today after the mail fetch stopped working. thanks
Asset Scan is Blocked by Trend Micro Office Scan 10
Dear all. We've a problem with scanning windows 7 workstation through asset management. We've disable firewall but error notification about: "No response received from workstation. Probably the workstation might be switched off or does not exist" still appear. At last we recheck again firewall configuration and found that our antivirus program (Trend Micro Office Scan 10) play as a network firewall. Once we remove the antivirus and the scan is SUCCESS. But, our company policy must set Trend Micro
How do I assign an asset to a request through the servlet API?
I'm trying to set up nagios so that it can raise requests in servicedesk whenever there are host or service problems. I would like nagios to be able to automatically assign an asset to the request based on which host is having a problem. Can someone please tell me if this is possbile using preferably the servlet API. If the servlet API can't do it can the SDPAPI do it?
sites feature confusion
We have 2 different and separately managed groups within our organization all using SDP (build 8009). We want to use separate SLA's and business rules for each group and also be able to separately view the dashboard for each group. Therefore we decided to use the sites feature to allow this. Group 1 - not associated with any site Group 2 - Site A Both sites need to see all the same requesters (active directory used) We created Site A added the technician group and assigned technicians to this group
SDP - Same email address appears twice in the To: field while approving PO when requester is also approver
Hi, I've noticed that in SDP, when a PO requester is set to approve it's own PO requests, the same email address appears twice (divided by comma) in the To: field of the dialog which pops up when Actions ->Approve PO option is selected. Thank you, Miron
Special characters in attachment in reply/forward
Attachments that are added or already existed in a reply/forward of a request and contain a 'special' character are displaying the wrong name in email clients such as lotus notes and outlook, but not webmail clients like gmail and hotmail. Any idea where this replacing of special characters occurs? (screenshot shows 1 attachment that is named ä.html and one (correctly) a_b.html
Asset Repair and History
I have issues where alot of our assets go out for repairs. I have the need to track RMA#, date sent, date returned and reason for repair and what was fixed during repair. I need the history of this as well.... i use the custom entries to add the information, but it doesn't keep any history when it has to go back out. Any help would be GREAT!! Thanks
Solution Search not working
Hi, Solution search does not work. The only way to see solution is by knowing where they are and browse to them. Furthermore in IE8 if you click on "browse by category" the list that appears disappers as soon as you move the mouse to get on top of it. PS: search in this very forum too dows not work in firefox How can i solve this? Thanks
Todaydate in the Query Editor
Dear All I need to know how can I write todaydate in the Query Editor .I need to write if systemdate > completiondate Raeda
Can't open attachments after migration from windows to linux
Hello. I moved SDP from MS Windows Server 2003 R2 to Linux Ubuntu Server 10.10. Everything work fine, but in old (created before migration) requests i cant open attached files. Opens a blank page. In new requests i can open attached files. I tried to repeat migration process from another SDP instanse - the same problem. How i can resolve problem?
French translation mistakes
Requester Home ->My summary Pending request should be translated as "Demandes en cours" Requests overdue should be translated as "Demandes en retard" Here are some of the translation mistakes i noticed.. Admin "Notification rules" should be translated as "Règles de notification" "Helpdesk customizer" should be translated as "Personalisation du centre de support" "Service Level Agreement" should be translated as "Contrat de Niveau de Service" "Agreement Additional Fields" should be translated as "Accord
SDP: Report not working when date is included
Hi, I have most of my reports not working (giving out empty sets even when it is obviously not the case) Trying to launch the query created by the wizard directly on the DB generate a syntax error. It seems that Mysql is unable to understand "longtodate". Mysql is the one installed with servicedesk, not a different installation. What can be wrong? Thank you
Service Desk Server Freezes
Hi All We've been working on Service Desk for almost 2 Years now and the past few weeks almost once every 2 hours it hangs and is not responsive. Any solutions for that? Version: ManageEngine ServiceDesk Plus 8.0.0 Thanks
How to scan OSX with ServiceDesk Plus
Hi We upgraded to Version : 8.0.0 Build 8009 because we recognized in another Topic that the new Version should be able to scan also Macintosh Workstations We got this two error Messages 1) Error : No response received from workstation. Probably the workstation might be switched off or does not exist. Error : No response received from workstation. Probably the workstation might be switched off or does not exist. 2) Error : Connection to RPC server in the workstation failed. I think the first one
SDP - When requester replies to technician's message, the contents of the tech message appear in the description field of the new reply
Hi, In SPD, when a requester replies to the request using reply button located in Requester Conversations block, the description filed of the requester reply is not being cleared out and is populated with previous technician message when a reply dialog pops up. However, the Reply drop down located near Actions button works fine. Please refer to the screenshot attached for more details. Thank you, Miron
SDP 8009 - Unreadable numbers on graph
The requests summary graph on the Dashboard can be unreadable at times. See the attached screenshot.
bug with field authorization
I find a really annoying bug.. On the admin side, i'am creating a service request. on the designer tab, for the field "priority", i set "requester can see". then on the requester tab, i add this field. but when returning to designer tab, the field setting change (i have "requester can see" and "requester can modify"). if i correct the setting, the field disappear on the requester tab, and when i add it again, "bis repetita"... is it an known bug? i also have this problem on a custom field. Problem
SDP text editor don't work with Firefox 4.0-rc
In Firefox 4.0-rc don't work text editor in resolution tab, Resolution is not saved and rich text buttons do not change text format. Tested in SDP 7.6.0 and http://demo.servicedeskplus.com Error occurs often but not every time. Error Console in Firefox: Błąd: uncaught exception: [Exception... "Component returned failure code: 0x80004003 (NS_ERROR_INVALID_POINTER) [nsIDOMNSHTMLDocument.designMode]" nsresult: "0x80004003 (NS_ERROR_INVALID_POINTER)" location: "JS frame :: http://demo.servicedeskplus.com/scripts/thirdparty.js?8
Problems retrieving email
Hi, We've problems on email module. Answers are not added as conversation and email command is not workin. We've checked or settings and they are ok. Can you help us please? Attached you'll find the support file. Thanks and regards, Javier
Software Manufacturers
Hi all, I am using the latest version of SDP (8003), and I am having a problem with "Manufacturers" (mandatory field). These are recognized when a workstation is scanned and automatically added to the database. But it turns out that software manufacturers not always use a standard name, so you will end up with something like "Adobe Systems", "Adobe Inc." "Adobe Incorporated", all of them being the same! and having software linked to them. SDP 8 does not allow to change/edit the name of the manufacturer
Report - Requests Approval
I am trying to build a report to show all tickets that have approval requests against them specifically i need the users full name. I got some of this from another form post So far i have the following however ApprovalDetails.ApprovedBy comes up NULL. Only user identifying info is the email address. Is there another way to link this? select wo.WORKORDERID 'Request ID', wo.TITLE 'Title', date_format(from_unixtime(wo.CREATEDTIME/1000),'%Y-%m-%d %h:%i:%s') 'Request Date', asd.STATUSNAME 'Approval Status',
Notification templates content variables
I want to use two variables in close request notification template please help me 1 . Date and time on which request was resolved. 2 Date on which request was closed by system automatically. Template is as under was resolved by ICT department on ????????? , the Work Request has to be closed by Requester within two days. Accordingly, system has automatically closed above mentioned Work Request on ?????????? . Please help.
Some templates issues
Hi, I've been working with templates and i found some issues. 1. As we do not use the assets module, i cant hide workstation id from the templates 2. Is there any option to set another template as "Default request" or hide this one into the "Self service" portal? For now, I want to reduce to only 1 option the templates number Thank you Regards, Javier
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