Report Window returned instead of Query report results
Occasionally when running a report in Service Desk plus, the report window will show the below instead of actually returning the report results. I usually have to restart Internet Explorer to get this to go away. It is particularly annoying when writing query reports as the query itself is then lost and has to be written again. Running SD+ version 9218 and IE 11
Restoring Problem
Dear sir, i got the problems again and again during restore the.DATA file format..i went bin-->restoredata i tried this way. but i cant able to restore the data. another problem is backup created 3 files. How to restore this 3 files.. i have attached, that 3 files snapshot for your reference. Please give me the solution ASAP.
Merge Requestors
Hey Is there a way to merge requesters. I am moving over to SDP and did a job ticket but didn't check the data first so some requesters on the old system was picking up email only and not display/First/Last name so they haven't matched up to the Active Directory requests. Need these merged so the tickets from the old system that was imported to show on there portal when they login. Running on ver. 9.2 build 9212 Cheers James
Deleting a Windows domain
Hello, We need to get rid of an old Windows domain that is configured in SDP. What happens when deleting a domain from the domain list? Will the corresponding requesters automatically be revoked or deleted? Or do we first need to manually revoke or delete the requesters before deleting the domain? Best regards, Demetrius
Differing working hours on weekends
Hi, Is there a way for having different operational hours on a weekend? My service desk operates 0800 - 1800 Monday to Friday and 0900 - 1230 on Saturday but I can only find the settings operation hours which sets all the days the same. Thanks Dan
Isssue with Deleting CIs in the SDP CMDB
Hi there I am having issues with deleting CIs in the SDP CMDB module. I get the following error message: FAILURE :java.sql.SQLException: Invalid object name 'ServiceReq_1513'. Our support group wasnt able to solve this yet Any ideas? Thank you
Additional E-Mail Addresses on Requesters
Our requesters have several e-mail addresses that they could submit requests from via the e-mail system. It would be nice if we could add a couple more e-mail addresses to their profile so the system would know it's them when they are submitting requests.
How Can I Stop ServiceDeskPlus from Creating Duplicate Tickets?
When we send an email it creates two tickets, not always in sequential order, sometimes it'll be a few minutes before another ticket is created with the exact same subject line and body message. We have preventative maintenance tasks configured and they create doubles of the same ticket as well. This all started after we upgraded from 9.1(9121) to 9.2(9200). We figured that if we upgraded to the latest version, it'd fix this issue, and it hasn't. We're now at version 9.2(9224) and the same issue
Launching Boot Camp Aug'2016 - Incident Management
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Unable to take a backup
Hello everyone, We are unable to take a backup of SD+ 9118 (MSSQL). CMD log is given below. Any ideas? C:\ServiceDeskPlus\ServiceDesk_NonIT\bin>backUpData.bat Starting.... Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager
Additional value to business rules and /or field and form Rules
hi all, I'm wanting to make rules where if specific technicians want to make a request it auto assigns it to another technician which is located at a different tier. so adding a criteria in where "created by" is, is not etc would be handy. Please advise, Willus
how to assign Request or problem to one more than technician
how to assign Request or problem to one more than technician
Is it possible to report on original requester?
Hi folks, I've got a few issues I'm trying to solve here, and I know there are some limitations, but I'm wondering if there are some creative minds out there that can help me: I've got a phone system that sends SDP an email when a voice-mail message is left for the service desk. The email is always from voicemessage@mypbx.com (this is an example email address). Issue #1: I'd like to use email rules to set the Mode field to ServiceDesk Email Message, because we have a 15-minute SLA around VM messages
Additional custom fields
Hello, More and more support teams are starting to use SDP. Because of that we are running short of additional custom fields for incidents. Is there a way to breach the limit of 24 character / 8 numeric / 8 date-time / 8 decimal fields? For service requests, we managed to have a work-around by setting up more service categories than initially planned (since every service category has its own set of additional fields) but the inconvenience is that we need to configure some fields multiple times (since
Some problems with solutions.
When we insert solution from Microsoft Word with pics into solution in Chome browser all pics don't loaded to SDP only black borders as you see on screenshot. What you think about it?
SLA for Responded Time (reaction time) calculated in Operation hours
Dear Support team, I like your products and we use them in our business. But I have one issue with SLA reporting. I have special SLA rules for reaction time of Service Desk team. I'm going to create report query which presents SLA breach for Reaction Time. It can be used for calulation: either column Responded Time (wo.RESPONDEDTIME) or Assigned Time (wos.ASSIGNEDTIME). However it is not based on operation hours. I need something similar to wo.TIMESPENTONREQ - Resolution time) for Responded Time - which
Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how. Click here to know more about advanced analytics for ServiceDesk Plus.
Remove emails from "To" field in ticket - non-existant email reply loop
Hi, A user opened a ticket via email with a bad address in the To field. This is causing a loop of me trying to close the ticket, the email bouncing back to the mailbox, and consequently reopening the ticket. Is there a way to strip out email addresses from a ticket?
Asset history query report
Is there way to view a users assigned asset history? I'd like to be able to search a user and see a list of what items they've been assigned for instance which workstations they've used or which projectors were checked out to them. I'd prefer to not have to run some type report to accomplish this each time. I know the assets have histories but the users do not. Maybe if there was a way to show relationships that user abc has used workstation 123 and workstation 125. Not just the current one
How make service (incident) group in servidesk plus ?
We will make the service(incident) group like as below. Could you help me?
Report on the TO field
Hi all, Because of an error in a business rule some e-mails have been assigned to wrong support groups. I did not find any filter for the “to” field. How can I create a report showing all requests for which to = aaa@bbb.cc? Best regards, Demetrius
Can I know who did never login to SDP ?
Hi, I'm the admin of SDP in my company, and I need to know who of the users did not login before to SDP. Is there a way to know this?
Can't put Tabular Reports on the dashboard
Hello. I have a problem I'm hoping to get some help with. If I make a report, like a Matrix Report, I get a button called "Add to dashboard" so I can see the report easily in my overview. If I make a Tabular Report however, the button is nowhere to be found. I want to add my Tabular Report to the dashboard. It would be much better if the button was always there, but in cases where it couldn't be used it would be greyed out and then, when you point at it, it would tell you why you couldn't use it
Access to Purchase Settings
Somehow we do not have access to Purchase Settings. All other options of Purchase/Contract management are working, but when I want to go to the purchase settings http://localhost/SetUpWizard.do?forwardTo=prsettings I get an authorization fail (logged in as Administrator Anyone familiar with that issue?
Unable to login to SDP
Hi, We have a cloud servicedesk server (AZURE), and at the beggining we were able to login by administrator account without any problems, then we imported users from our domain controller and we were able to login with the domain users too. Suddenly the application wouldn't let the damain users login and we created local users just to ensure that at any time we would be able to login. But now we cant even login with the administrator account. We upgraded the application already, but still the same
Text Conversion & Formatting
Hi, We copy content from various sources into SDP, and find that some sources don't work well with the system and get interpreted as different fonts, sizes and formatting. Even when you do get it looking right, e-mails that get sent out appear in a different font and we're trying to make things look consistent on the system and mail. Could you advise what coding (XML\HTML) should be used when importing text into SDP ? I tried notepad but that was inconsistent, MS Word impacts formatting.....so is
Problem with report time
Good Day, everyone! I have a problem with displaying time, when I generated report. Time in report is differed from original time in 7.5 hours. Why and what do I must to do for solving this problem? Thanks for Your expert help!
Question about Servicedesk plus
Hi All , i got few question about services desk plus Free Edition 1. is there limitation of request create and requester on free edition ? 2. how to generating report by 1 requester only ? and show all the request of the 1 requester ? Thanks to everyone
ServiceDesk Plus Test System
Our clients are often looking to build a separate instance of their production copy of ManageEngine ServiceDesk Plus for testing purposes. This is a pretty straightforward process but there are a few things you do need to be aware of. With a default PostgreSQL deployment of ServiceDesk Plus on a single server you simply need to build a new instance of ServiceDesk Plus on the new test server using an installer for the same build as your current production system and restoring a backup copy taken of
How could I get "description" field from switch?
With the functionality of automatic discovery (Admin/Discovery), in the case of the switches we are not interested in obtaining the "Speed" field, however we would be interested to get, store and show "description" field. How could I change the way servicedesk collect information to take "description" rather than "speed"? Thanks
Email Commands - Updates not working
Hi, We have started to use email commands. I did significant testing and learning to make it function and got success. As of three weeks ago, I could create, update and resolve cases via email commands. I have just tried this again as we are using a vendor for handling some support calls. Unfortunately the case update and resolving command emails are no longer processing, they are just going into the case as part of the email conversation. So, I get the same result whether we send the email from
ServiceDesk Plus Community Digest - Sep 1, 2016.
A lot happens in a fortnight on PitStop around ServiceDesk Plus. And, it's quite likely for you to have missed out on something interesting. So, we decided to bring you all the action of the fortnight in a digest. Read on and stay updated on all that's making PitStop the most happening IT hub. At the Podium: We are proud to announce that MKR@SDPAdmins is now At the podium this month with 139 points, closely followed by Adam Marks with 101. Boot Camp: Boot Camp opened last month. Designed as a series
Original Recipients are added back into a Reply - even if previously removed
9.1 Build 9110 We've noticed this a few times - mainly as the customer we are working with, 2 of the customer contacts are no longer working with our project - and dont need to be included. Scenario: A ticket has been created by emailing our dedicated support address. Follow-on Replies have more recipients added to them as required. After a specific reply - It is noted that these 2 people should not be included in future updates - so they are removed manually from the recipient list before the reply
Add_request with requestor and technician keys
Hello, I use the following script with two API keys - requestor and the technician. With technician key request performs without any problems with the selection of a set template "Заявка". Request: 10.239.88.16/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=510263CE-AC78-4E83-BFD9-BAA47095C7E3&format=json&INPUT_DATA={"operation":{"details":{"requesttemplate":"Заявка","subject":"Problem","description":"bla-bla","priority":"SLA 8"}}} Response: {"operation":{"result":{"status":"Success","message":"Request
Require group on assignment
Hello, I understand that I can require a group be selected on a template but I have run into an issue where technicians are assigning tickets to other people and not choosing a group. This is problematic because if that individual is out of the office, nobody else is aware of the ticket and it can fall between the cracks. It is also difficult for a supervisor to manage the queue if they are unaware of all of the tickets assigned to their group. Is there a configuration option where I can require
Suggested Solutions for New Requests
Is it possible for solutions to also auto populate when a new request is being created. This would be done based off the Solutions "Keywords" and "User Groups'. Service Desk could look at the subject and description fields of the new request for any keywords that match a solution and offer the user the Solutions Title as a recommended fix before they complete or submit their ticket. -- Zacc
Copying data from one field to another - several thousand tickets
I have a need to copy the contents/data from an additional field set as a pick list to a new field set as a multi-pick list as part of a redesign of some of our fields. Since we are limited on the number of fields we can have and I can't lose the existing data we need to copy it to the new field and then be able to repurpose the field its replacing. This would require manually updating several thousand tickets. Obviously I'd like to script this so we don't have to touch each record. I believe field/form
Edit HTML on login page to set default domain
Is there a way to set the default logon domain for our helpdesk. It's a small step, but a lot of users complain about needing to select the domain.
Report for Technician Login / Logout time for a specific period.
DB : MySQL / MsSQL Tested Build : 8116 Description : The report will give the Login / Logout details for the technicians for the specified time range. Report: SELECT PRINCIPAL 'Technician Name', LongToDate(TIMESTAMP) 'Time', OPERATIONNAME 'Login / Logout' FROM AUDITRECORD LEFT JOIN OPERATIONAUDITRECORD ON OPERATIOnAUDITRECORd.AUDITID = AUDITRECORD.AUDITID INNER JOIN AAAACCSESSIONAUDIT ON AAAACCSESSIONAUDIT.AUDITID = AUDITRECORD.AUDITID INNER JOIN AAAAccSESSION ON AAAACCSESSION.SESSION_ID = AAAACCSESSIONAUDIT.SESSION_ID
Feature Request: First Response SLA and Timers added to Service Requests
It's important for us to be able to measure the time to pick up a ticket, regardless of whether it is a service request or whether it is an incident. May we please have a feature request to have the same SLA definitions, timers, and reporting on First Response for service requests as we do for incidents? Thank you, Adam
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