Feature Request - Asset Serial Number Fixed Field
The following was requested in Aug2013. Feature ID SDF-54900 was assigned to the request by ServiceDesk support: We need the ability to limit editing of Asset serial numbers. Potential options to accomplish this could be: Configure Serial number field as fixed - not editable Admin option in Access Permissions to deny access to edit serial number field for certain User Roles When new inventory arrives, assets serial numbers are bar code scanned and imported into inventory. Asset serial numbers do
Service Desk Plus Server Not Starting
Hello I installed the new version of service desk plus on windows 2003 server and it instaled correctly but when i tried to run its services it's not starting I checked the Even Viewer and i found this for PostgreSQL error The description for Event ID ( 0 ) in Source ( PostgreSQL ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description;
When will we be able to convert multiple incidents into service requests?
Unable to perform full backup
Dear All, Please help, we are unable to perform full backup with this error result. Starting.... Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: .. Nov 9, 2016 6:28:32 PM com.adventnet.servicedesk.server.utils.SDDataManager
Postgressql Issues on fresh install
I have installed service desk on an fresh linux install and whne trying to run Service Desk "./run.sh" I get the following error. Any help would be appriciated. ./run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Downgrade the Edition?
Hello guys! Is there a quick way to downgrade from Professional (trial) to standard edition. After testing the system for 30 days, we have made the conclusion we dont need the Pro edit. Is there a standard licence key or so on? Mikkel
Responded by time and Request Time
We use Zoho reports for some of our Analytics and noticed some strange numbers when looking at an average time for technician response hoping to get some information. First is Assigned Time: Why is the Assigned time getting updated every time there is a status change made by the technician. It results in the Resolved time and Assigned time being about 1 second apart in reporting. Second is Responded time: How is this calculated? When does this get triggered. We are having a hard time getting a
Selected time "TODAY"
When the user selects "TODAY" in a datetime picker, it saves 00:00am automatically. I would like to know if it's possible that the selected time could be the start time of the workday. thank you.
Self Service Portal as part of Sharepoint Intranet page
Hi Is it possible with newest version of Servicedesk that Self Service Portal would be part of any Sharepoint page ? I would like to integrate that with our Intranet page for higher visibility for the users
Is it possible to customize the Service Icons?
Dears, I would like to customize Service Icons, is that possible? I know I can customize Service Categories, but the Services in particular all have the same icon. Kind regards, JS
Change Approval notification
We'd like to be able to show who actually approved a Change Request. In our environment we have 3 people review and approve a technical change (CAB) separately. When the 'approved' email is received it shows a) the change is approved (when it has only been approved by one person) and b) only the comments (not whom they were from). This seems like a quick feature add to include the Approver field in the notification template. SD 9217 Enterprise MS SQL ------------------------- Canada
Multiple Assets
Hello, I have a script that is collecting information and submitting automated email requests. Sometimes these emails will have multiple assets that i need to get into a ticket. How can i get multiple assets to be parsed via email commands? I am using Service Manager 9.2 Build 9207 I tried to add a separate command for each asset, but only the second asset updated @@ASSET=05015@@ @@ASSET=05007@@ I tried putting in multiple assets separated by a comma, but only the first asset updated. @@ASSET=05015,
Can't get reports about custom fields
Hello, I have a problem to get reports about custom fields I have created under a specific service category. The report says that the fields are empty, but they aren't. When I create the same custom fields under the "Common fields" category everything works fine. Is that a bug? (We use the latest version of SDP.) Thanks for your help!
9231 Upgrade - Interface Query
Hi, We've just upgraded to a later version and when requesters and technicians (Not SDAdmin) logon their view in Chrome, Firefox etc. is a bit strange as they get a New Issue instead of an icon, and it is confusing and messy......and I was wondering what might cause this ? Note: This seems to occur when incident and service components are kept separate. "Combine incident and service templates listing for the service" is No. If you combine them it seems fine. Has anyone had the same issue or a solution
Reports
Hello, Do you have a query that I can run a report to export all open and on hold ticket and include all the conversation emails as well as attachments?
Field and form Rules
Hi, I want to create a field and form rule that will clear a user defined pick list field when the category field is changed on the request template. I've created the rule but not sure on the script itself. So the rule: On Field Change Rule Name: Clear Field Event : On field Change - 'Category' Conditions Null Actions Execute script The Picklist field I want to clear is UDF_CHAR3. Thanks
Form / Template DB Question
Hey All, When we make changes to an existing form / template or create new forms / templates is there a DB table those changes are stored in, and can it be exported and reimported? If yes, then what are the DB details we need to find this information? Jeff Day
Delete Warrant Expiry Date from Rest api
Hi, I wanna update or delete Asset's Warranty Expiry Date from rest api xml. But we couldn't achieve this. Is it available by using Rest api? if we send update parameter it needs value? But what kind of value should we send by api? Thx.
Setting time in Business Rule
I'm proposing for a start time and end time in business rule. Eg, having the ability to set an out of hours business rule so the business rule will only be activated during the set time.
backUpData.bat
Hey All, We are running 9226 and looking to use the backupdata.bat, however what is included in this .bat file? Does it include images from requests? An outline of what is included in the backupdata.bat file. Thanks! Jeff Day
SDP closed request performance trend report on Zoho Reports
Has anyone been successful at creating a TREND report in Zoho Reports to display trend reports for closed request within a time period? The Trend reports I have been able to setup are not true reflection of the of the trend. They calculate percentages on the value DISPLAYED on the report and not on the total request count. Support has been unable to provide a solution to this. Has anyone else had any luck with this?
Tickets being assigned to technicians who have been excluded ?????
HI guys, Can anyone explain why this might be happening? Thanks
Availability Chart: Locked Date row
Feature request to enable a locked date row when scrolling through the list of Technicians.
ToolTip Requirements
Hello, is there a way to define the tooltip (see appendix) itself or expand with additional content. KubiM
Assets Deployed Last Month
I am looking for a query that will display all assets deployed last month. The current one I have seems to be broken. I get the following error java.sql.SQLException: Invalid column name 'Barcode'. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781) at net.sourceforge.jtds.jdbc.TdsCore.nextToken(TdsCore.java:2224) at net.sourceforge.jtds.jdbc.TdsCore.getMoreResults(TdsCore.java:628) at net.sourceforge.jtds.jdbc.MSCursorResultSet.processOutput(MSCursorResultSet.java:933)
Unable to close tasks. Parent tasks status field is locked to OPEN.
Error message when trying to close task: Cannot complete child task while parent task is still not completed. We've tried to close the parent task and the field is locked. We are new to SDP so I am not ruling out user error here, but I'd like to close off these tasks regardless. The change is at the Close stage and there are some implementation parent tasks that are open & unassigned.
problem with Reply
Hello, we are experience problem when technician or requester using reply button in incident. Like, user press reply button in incident and then reply window shows, user inputs his reply and presses send, SD show incident window but with no reply added. It happens randomly. What help is to go backward and press Send again, sometime it took couple of times. Any resolution on that?
Requiring attachments be attached before submitting form
Is there a script that can be executed on form submit requiring the user to attach a document before submitting the form? Thank you!
Assets field population
Is there a way to stop the associated assets going in automatically, for Requesters? We have many requests which is associated to assets that shouldn't be.
Tabs/buttons blacking out
Hello, I have been have an issue where the buttons/tabs in SD keep going black. I have tried many different solutions, such as adding the site to compatibility view, checking addons, clearing cache, updating servicedesk, updating video drivers; all with no luck. The solution that manageengine support has already suggested is to upgrade servicedesk, as this fixes a bug with SHA 2, but I don't understand why this wouild be happening on only 2 specific machines. If you have had this issue, or know
Custom Script TroubleShooting
Need help in executing custom python script. I am updating a request and changing the site based on support group. I don't see anything being run. Can't find error. How can I verify that python custom script ran? Find if it errored out # This python script is used to change the Site value on a request o import sys import json import datetime # File containing request details will be stored as json object and the file path will be passed as argument to the script replacing the $COMPLETE_JSON_FILE
Automatic change status from Open to Resolve after reply from technician
How can I make it ?
Comando Email
Alguien puede ayudarme? Estoy utilizando la opción de comando de correo electrónico con muy buenos resultados, lo único que no he podido y no se si sea posible es llenar el campo Departamento para el solicitante les copio un ejemplo @@REQUESTER=Jose David Gonzalez Chaires@@ @@REQUESTEREMAIL=correo@empresa.com@@ @@GROUP=Mesa de Servicio@@ @@TECHNICIAN=Juan Gamez@@ @@CATEGORY=Aplicaciones Propias@@ @@SUBCATEGORY=Originacion@@ @@ITEM=Error en Captura@@ @@Empresa=[Fabrica]@@ @@No. de Solicitud=92929277@@
How to add PO to this report
Hello, I have a report but I would like to insert the PO number in on the second column. Would anyone be able to help? SELECT productType.COMPONENTTYPENAME "Product Type",res.RESOURCENAME,resources.SERIALNO "Serial Number",longtodate(res.ACQUISITIONDATE) "Acquisition Date",longtodate(ResourceStateHistory.STARTTIME) "Changed Date",aaa.FIRST_NAME "Changed By",rstate.DISPLAYSTATE "Previous State",ResourceState.DISPLAYSTATE "Current State",AaaUser.FIRST_NAME "Assigned User",DepartmentDefinition.DEPTNAME
Event ID 10028 Error DCOM on server
Hi, the server hosting service desk plus eventually register the error id 10028: "DCOM no pudo comunicarse con el equipo 192.168.X.X usando ninguno de los protocolos configurados; solicitado por PID bd0 (C:\ManageEngine\ServiceDesk\jre\bin\java.exe)." Yesterday has registered 74 events from 74 devices (computers and another devices, like access point, firewall, printers...) and we dont understand this behavior. NO unplugged any device at that time ;) Another days can register 0 to N.
address field in incident
The incident includes the site if selected, is there a way for the incident to include the address associated with that site?
Advanced Analytics
error massage FAILURE :Could not update the configuration settings as an exception in connecting Zoho Reports, Please check the Zoho E-mail ID, Zoho AT Key and proxy details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
How to verify if a record exists
Dear team, Just wanted to create a custom report. Let say I have 5 records supposed already logged: 101, 102, 103, 104, 105 And I want to know if they are still in the database (of course this is just an example because I have hundreds of records that I need to check) SELECT wo.workorderid, wo.title from workorder wo where wo.workorderid = 101 or wo.workorderid = 102 or wo.workorderid = 103 or wo.workorderid = 104 or wo.workorderid = 105 and I want to have something like below in return workorderid
Telephone List on the User / Self Service Portal ?
Is it possible, for example like Spiceworks can, to create custom elements / widgets on the user / self service portal to publish a Telephone List ? For example add a widget that is a table, possibly in HTML, and populate this with a list of internal employees and their telephone numbers. Thanks.
Project Management -Task Dependencies
Is it possible to create Task dependencies on Project Tasks that are not created within Milestones i.e. At the top level Task within a Project? Also, on a number of occasions now, tasks within different Milestones have had dependencies on each other, but there doesn't seem to be the functionality to create task dependencies outside the current Milestone. Is this indeed the case? Thanks
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