Query for request which was overdue before due time changed
Hello, We have such problem when HD workers changing due time after request starts to be overdue, and we cant see this requests in overdue report becouse of this. How can we make a query, is it possible?
Help with a MySQL query
I could use some help with a MySQL query from the SD+ Support crew. I would like to... Add a "Request ID" column as the first column in this report Change it from "Requests Completed Last Week" to "Surveys Completed Last Week" Below is the query as it stands today. Please reply with any an updated query including the changes I've described above. SELECT MAX(wo.TITLE) "Subject",MAX(aau.FIRST_NAME) "Requester", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.CREATEDTIME)/1000),'%d-%M-%Y %k:%i')"Created Time",DATE_FORMAT(FROM_UNIXTIME(MAX(wo.COMPLETEDTIME)/1000),'%d-%M-%Y
Robo no reset password
Hi My service desk plus is not reset password with robot tecnico my license was buying robo technical Help my please!!!!!
Robo Password Reset Tool
We have auto notification setup to generate an email to requester and techs when new requests are entered... also when closed. There is one particular item that I would like to NOT generate any emails back to the user or to the techs and that is a ROBOPASSWORD RESET. There is no point in emailing the user when their account is locked, and by the time their password is reset, the case is already closed, so no point in them receiving a completed email either. Also we don't want it notifying all
Add additional print options for Print Customizer
The Print Customizer under Actions, Print Preview is a nice feature but I'd like to also see an Approval Status check box to be able to capture who it was that approved the request along with time and date stamp. I use the Print feature often to submit proof of process followed during Sarbanes Oxley audits and to managers when they inquire about who approved a request. Is it possible to add an Approval Status check box and include the Approver, time and date stamp and any comments from the approver
no edit description by technical in advanced functions
How I can change the permission to no edit the description by the technical. Thanks, Christian
Changing the title of a report
I have a custom report that I use on a daily basis but the title is 'untitled'. How do I change this so it is something useful? I am using mysql as the database. Thanks Shaun
Manage Engine responding slow!!
Hi all, Lately I am experiencing a delayed response from Manage Engine service desk plus thus by creating problems so I wanted to ask does it is because of the fact that i have around 20,000 ticket all of them have some attachment or other. Because of this problme I have to restart my server many times in day which works like a temporary solution fyi i am using ver 7.6. build 7602....will upgrading to the latest build help me resolve the problem... pls help??
Unpicked tickets email time
Is it possible to change the amount of time before the unpicked ticket notification is triggered? Currently, if a new ticket is logged, the unpicked email is triggered if it is not picked up within 3 minutes. That's too soon. I only want to know if it hasn't been picked up after an hour or more. Or is it possible to change this based on the group that the ticket belongs to and/or the priority of the ticket?
Change request approval process
Hello, using ServiceDesk 7.6.0. Currently to request approval of a change we do the following : Create Request -> technician create new change from request -> click Approval -> Click CAB Members -> check CAB members -> click on Send for recommendation -> (new box open) Review message and Click Send Is there a way to automate this so that CAB members are automatically notified of new changes for approval ? Best regards,
Custom views
Hi, I have problems with custom views. In fact, when I make a custom view with conditions AND, it appears to me the behavior of a view with the OR condition. Have you got an explanation? regards Bastien
Custom report
Hi, I need a report with following fields: Priority, Request ID, Created Time, Subject, Technician, Group, Request Status It should be grouped by "Priority" and have following filters: Create Date is "older than one week" and pending status is "yes". I wand to schedule this report and send it once a week, so I don´t want to work with fixed dates. Thanks, David
[Resolved] Reports : Export XLS
Hi, I updated my version of ServiceDesk Plus to the version 7608. But I noticed two things : some of my reports programmed have gone and I can't export my reports in XLS format (other formats works). The pdf document attached is the error generated by the Help Desk. Any Ideas ? Regards Bast
how to give techs the ability to just create new templates
I am looking to provide a way for tech to create templates by only giving them enough rights to perform that task. Thanks Mitch
Partial Import of the users from AD
HI, I am able to import the users from AD but the number of requesters imported are not matching with the number that is shown in Admin->Requesters tab. Eg: When i import the users from AD, the output shows that it has imported 1400 users whereas when i go check the Admin-Requesters page it shows only 700 odd users. Please find the screenshots in the attachement. Regards VS
problem in Import from CSV in farsi font
Dear all I am useing "Import from CSV" for import requesters. in my csv file there are farsi valuse.for example name of requester is farsi. after import , name of requester in SDP will be : ������ what should i do ? Best Regards.
CC issues
I am working with the last version of the servicedeskplus and I have the following issues: 1) how can I have a cc field pre-filled in a new request? 2) how can the cc field inserted in the 'notifying technician' message template? Thanks
Convert SQL Datetime for insert into database
Hello, I need to manually insert an entry into the Notes table for ServiceDesk Plus. The problem I have is, how do I convert a datetime so I can do the insert. I can convert the bigint to datetime...but how do I do it the other way? Thanks
Link to multiple email addresses
We would like to be able to link to multiple email addresses and just assign the emails to a site or group based on the email address. This would be a nice feature if as in our situation we have multiple email addresses that have been setup for years for different issues but we want to manage everything in the tool. We want to track everything in one tool without confusing the users based on the email address responses come from.
Print Template for change / problem ?
Hello, our company is running ServiceDesk Plus 7.6.0. I am wondering if there is a way to customize the print page for Problems/ Change. Like putting our company logo on it or rearranging the layout. Thanks for your help Fabien
iPhone Safari Crashes
Whenever I try to log into Service Desk from my iPhone, the Safari App shuts down. I have tried rebooting the device, clearing the history and cache, none of which seems to work. I have updated to the latest version of Service Desk and this still made no difference. I have tried on my wife's iPhone 3G and this can successfully open the login page. it just seems to be my iPhone 4 which doesn't like the site... I don't have any other devices I can test this with! While not overly important, it would
Template from : New request created with ID: ... from ...
When we use the new field -- E-mail Id(s) To Notify -- the users receive a notification mail. Is there somewhere a possiblity to change the layout of this mail.? Thank you for your help
Switching from ServiceDesk authentication to Active directory authentication
We have established users with ServiceDesk authentication enabled. When we change the configuration to use the Active Directory authentication we can log in but no requests are shown. Seems to be no data. Attached is a picture of the entry page when I login using ServiceDesk authentication and another image when I use Active directory authentication. Seems when authenticating under AD I lose my admin rights and all request visibility.
Category Configuration Wizard
When modifying the categories and sub categories within the configuration wizard when you select "Tree View" it would be nice either to be able to resize it so we could print it off to look at it offline or if you could have a "Print Tree View" selection so it would make it easier to organize all of our categories and sub categories. Thanks, Joe Duea
scheduled reports
I have a custom query that I run and I want to schedule a report every month. How do I run a query report and then schedule the results to be emailed? I see a way to create a custom report then I can choose that report when I create a new scheduled report then I select report to be scheduled but not for saving a custom query report. Thanks Mitch
How to remove the field -- E-mail Id(s) To Notify -- in default request template
Nor in the template for the technicians nor the template for the requesters it is possible to add or remove the new field -- E-mail Id(s) To Notify -- We need the possibility to control this field, shurely for the requesters template. Best regards,
Recall of a saved forwarded mail shows no content
When we created a request and we want to forward this to any mailadres, there is a possiblity to send/save/send for review or to cancel it. After saving you can retrieve this "concept" on top of the request, BUT the Description is empty. The mailadres and subject are saved, not the description. And this is of course the most important piece. Thank you for your help.
MySQL to MSSQL database problem
I have changed databases from MySQL to MSSQL. I have followed the instructions from the converting steps but am having an issue. When I run restoreData.bat and select the latest backup, it looks like it restores everything correctly except I am unable to login. Previously, I was using AD with Pass-Through enabled. When I run a query for users in the database, the tables are empty.
Asset scan fails when PC is renamed
We name our PC's with the owners name so that when the PC changes owner we rename the PC. This has the advantage that on the network we can see machine ownership and access shared folders etc. The serial number obviously stays the same. However when using the Service desk asset manager instead of detecting the change and updating the record it throws up an error : FAILURE :Database exception while updating Workstation.Please report the problem to the system administrator, with the Error Code
Requests with no notes added in last 7 days
Hi Could someone provide me with a report that shows me the requests that have had no notes added within the last 7 days. RequestID - Status (Open, On Hold, Awaiting 3rd Party) - Technician. I am using MSSQL and on v7604. Thanks Mike
Query
Hello! I need to write a query that displays the list of applications last week, closed more than once select woh.workorderid 'Application', aaa.first_name 'Specialist', aaau.first_name 'Requster', WO.Title 'Title', count(*) 'Count closes' from workorder_threaded WOTH Inner JOIN WorkOrderHistory WOH ON WOTH.WorkOrderID=WOH.WorkOrderId left join SDUser SDU ON woh.operationownerID=SDU.userid left join AaaUser AAA ON SDU.UserID=AAA.user_ID left join workorder wo ON woh.workorderid=wo.workorderid
Advanced Editing
It's possible to enable advanced editing in the request and resolution forms. Like show HTML source code, or add table, etc..
categorize "category" depending on login person
Dear all I am new in serviceDesk plus. I have this senariyo : an organization has diffrent IT project , each project has sub system , every sub system has other category and every subsystem has specific users. organization -> has -> project ->has-> sub system ->has-> category and user(loggin user) user in subsystem1 should not see categories for subsystem2. Can i create this master details structure according to login user ? How? tanx
Custom Report - Number of days open by SLA?
Hi, I'd like to create a series of reports showing the date it was created, the date it was closed, and calculate the number of days/hours it was open for each SLA we have set up - I need this to ensure our average closure rate (days/hours) is being met against target. Anyone know how to do this - looking at the raw data, the date/time fields are in a numerical format. Thanks
Worklog option specific for equipment/hardware
When adding a work log within a ticket is there an option for parts and/or equipment? Currently it is geared towards labor cost and contains fields for time.
Report
Hello, How can I make a one report that shows the following: The request created and close/resolve on the actual date. Please note that not some request could have been created on past date but resolve on the actual date. And also that include the resolved status not just the close request status. Thank you for your support. Best Regards,
Report to show reopened ticket
Hi all, I like to create a report that shows all reopened tickets by the requester. (We want to know how often we didn't provide a correct solution on the first try). Any hints how to get this? Thanks, Alex
Report creation with sub-tasks
Hi, We just started using Service Desk Plus to manage our helpdesk and I would also like to use it to manage our projects instead of using Microsoft Project. I have created a request type called project in order to report on projects. I can pull a report on all projects using this field but I cannot generate a report with all tasks that are assigned to the main request_id. Is there a way to create a report the includes the main request information and a sub report that shows all tasks associated
Custom Report Request - Calls Logged By Time
Support Im hoping you can help me, im looking for a report that will give me a hourly summary of the number of tickets raised by the hour across the week, so that staff can be rostered for the times the calls most require it. Ive attached a snip of the sort of report im hoping to generate, any help would be appreciated. Cheers - Ben
Timespent Report
Hi, I am after a query report as shown in the attachment. I have tried creating my own sql query with little success. I also need the option of adjusting the date range to suit my needs. We are running the mysql backend. Many Thanks Shaun
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