report request
Hi guys, I need some help with a report I would like to have a report for MSSQL that looks like below. I think the bigest problem is the fact that I want to use the resolved time and NOT the closed time to generate this report. ------------------------------------------------------------------------------------------------------------------------------------------------------- Resolved requests per month per level jan feb total prio 1 5 10 15 prio 1 < 4h 2 6 8 prio 1 < 8h 4 9 13 prio 2 10 20 30
Bulk Scan of IT Assets not working
manually create workstations, using their IP address only. go to Assets > Workstations select one or more workstations Actions > change credentials, just to make sure that credentials are ok; well, they are scan workstation window appears and enter correct credentials click "save and scan now" scanning window appears click close and go back to Assets > Workstations Now, one is expecting to see some update there. Well, it's not. It's the same as you left it. However, if you go to "New scan" and scan
Internet Explorer 6 support on SDP 7.6
Hi Has support for IE6 been removed? We have some clients still using IE6 and now we have moved to SDP 7.6.0 build 7603 they get a page cannot be displayed error and the URL is: http://servicedesk/ntlmv2?redirectURL= I could not see any reference to this in the upgrade notes. Many thanks Gary
SD-24265 Self Notification not working
Hi Everyone! Just installed build 7603. SD-24265 tells us that: SD-24265: Based on a configuration in the GlobalConfig Entry, self notification can be enabled. By default self notification will not be sent. To enable execute the query in the database : update globalconfig set paramvalue=false where parameter='IntelligentNotification'. I entered: C:\ManageEngine\ServiceDesk\mysql\bin>mysql.exe -u root -P 33366 servicedesk Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection
AD login with special characters in password
We have some users that have special characters in thier password like the club or diamond symbols ( ALT-NUMKEYBOARD 4) as example AD login won't allow them to login, stating invalid username or password. When you attempt to generate the symbol in the username field all you get is a bordered square. How can this be made to work, apart from telling user to not use special characters. Currently 7602, and tried in both IE and Firefox with same result. Regards, Andy
MAC settings to allow scan
what settings are needed on a MAC to allow it to be scanned from servicedesk? i've already set "Remote Login" within the sharing option TIA
Self notification emails
Any chance of getting this re-enabled? or at least providing an option to turn it back on? When I followed the command in http://forums.manageengine.com/#Topic/49000003844591 it disabled all email notification.
Create SLA for specific groups
Is there a way to create group specific SLA rather than set it at a global level? We are using version 7.6.0 build 7602.
Modifying SLA's - loss of conditions
Using 7602 I've noticed what appears to be a bug when the SLA is modified. I created a SLA with a selection of ITEMS as the control point for the SLA as well as the request type being REQUEST. That works fine, and shows the SLA as REQUEST TYPE is "Request" AND (Item is "X" or "Y" or "Z") If the line covering the ITEM is then amended the resulting SLA is REQUEST TYPE is "Request" AND ("X" or "Y" or "Z") - note ITEM is missing! Seems if the SLA is in it's original form and then a NEW selection line
Notification technician by SMS on SLA
Can we set notify technician by SMS on SLA like notify when ticket was assigned?
Site name deletion
Hi all, I am trying to remove site names but encounter "FAILURE :Site is being used by a module. Hence cannot delete it", I have gone into all requests and removed any that corresponded, But I still receive the same error. Please help Many Thanks Simon
Help enabling pass-through
Hello, I tried setting up a pass-through computer account, and the info I provided was not being accepted. I was wondering if someone could help me with the AD scripts (never really worked with scripts) it provides to try and create them from the domain controller. I just need to know where to input data into the scripts: For Example: 'CreateComputerAccount.vbs strContainer = "Does the OU go here?" strName = "Does the Computer name go here?" strPassword = "password123" strDnsDomain = "domain.parent.com"
Is anything ever fixed in this product....
without having to: 1) a re-installation of the product or 2) waiting for a service pack ? It seems like there is very little that tech support does to solve issues rather than telling everyone in the forums to "send a log", "we'll talk about that", or "wait for a service pack". As a person responsible for this system, I'd like to see more support responses of: 1) Do these steps to troubleshoot AND POST THE STEPS. 2) Actually solve an issue in the forums AND POST THE RESOLUTION I love the SDP product's
Send for recommendation history not being logged in History of Change
Change recommendations are not tracked under the History of a Change Request.
Problem Windows Domain Scan
Hi Is the problem that when you configure a domain to scan NT always requires pre-2000 format and my windows 2003 domain is configured. Thanks Hernan.
Ability to assign scripts to requests
Can you look at an option to assign scripts for Service Desk techicians to use when handling a call please. By this I mean a list of prompts of key things that need to be asked, obtained etc for a call. These will change by the type of request being handled. For us this could go down to ITEM and, or atleast subcategory, and probably should include Request Type. I tried adding a Multiline box to the request template but that only shows a couple of lines of text. Even looked at Tasks and Task templates
Unable to add a previous requestor
I have a requestor that left the company and I deleted her from the requestors list a while ago but now this person is back and I am unable to add her as it is stating that she is already in the system. Here is the error: FAILURE :Login with same name already exists. Please provide different value for Login Name. Please report the problem to the system administrator, with the Error Code - 1,265,656,729,723." Is there another place where I need to delete her so that I can re-add her? Any help would
Helpdesk Error ( Technicians Unable to see New request )
Hi We have installed ServiceDesk Plus Software ver. 7.6. WE have also created few Technicians. But those technician are unable to see the request which is created by other users. Only administrator can see all the requests. I have attached the screen shot of Error. Thanks in Advance.
servicedesk and database
Hi, Is it possible to change database from MySQL to MSSQL and move database to another server that is dedicated for Database?
Upgrade
how i can upgrade from 7.6.0 build 7951 to 7.6.0 build 7603 please your help
Global View Customization
Dear Friends How can we customize the Global View tab? I need to add Group Field in the combo where Priority, Level, Category etc are available as list; to monitor the performance and total tickets of Groups and their technicians. Thanks and Regards Abdul Majid Khan
Technician Roles Enhancement Request - Display Members of Role
Currently using 7509 My enhancement request: Please list the members of a current Role when editing it.. Team of 75 technicians, having to edit each technician to find the 4 that are a member of a certain role isn't a good use of Manager time. Thanks
Service Desk Shutdown
Dear all , I'm using service desk plus version 7602 , i have problem with services desk , sometime it's auto shutdow , this is log when shutdow ..\mysql\bin\mysqld-nt: Normal shutdown ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them What
Reply templates
Our default reply template from a request is configured to pick up details from the ticket itself such as Requester Name and Technician. I've based my other reply templates on this same logic but instead get the $Requester and $Technican in the reply rather than the value. Can't the custom templates also pull information from the request?? Jennifer
Costing Report with Sub-categories
Morning all, I have been using the below query to report out a list of all IT/Non-IT assets including the cost. However I need to edit it to show the different sub-categories of assets. Eg. Show whether a workstation is a Laptop or Desktop. Show what is a server, what is a router etc. Then when I export the report to excel, I can filter via category for ease of use. Database is: MySQL Any help appreciated! Query below (Which i grabbed off one of the many reporting threads anyway :) )
Asset reports showing warrany expiration date
Is there a report or can one be made that shows the warranty expiry date for all laptops. The field is in the assets but I don't see a report or custom reports option to show this.
Email messages in the organization
we have been requested to style all System generated email messages in the organization. We are trying to put a background image on all ManageEngine notification templates, but we haven't succeeded yet. Could you please provide me with a method to do that? or is it feasbile in anyway. Thanks in Advance Ali
Help me understand 'onhold' and request due dates
Hi, This is probably a dumb question, but when a technician changes the status of a request from 'open' to 'onhold', what happens to the due date for the request? I was assuming that the 'onhold' status should stop the due date timer, but on the request list view, the 'due by' column appears to show the original due date that would have been calculated (creation date/time + service level duration). Similarly, the 'due date' shown when I view the request is also showing the same date/time and I can't
Report Catalog
Think this got suggested a while back before the forum moved to this new home. Just to collect all the report requests produced into a easy to navigate area. The intention being that anyone looking for a report can look at the ones already available and see if any of them match or come close, sometimes the hardest part of the report is working out how to start it OR finding just one elusive field. If the reports were categorised by the area they cover, like Requests, Asset etc as per the product
Date Time Format in 7.6
Hi All, The date format has reverted back to Long Format in our reports since upgrading to 7.6. I have gone through the manual looking for where the setting is, with no joy. There was a reference to the custom settings on the reports page. This didn't help. If anyone can point me in the right direction. I'm trying to go from long formation to DD/MM/YYYY Cheers John
How to add a shared link ??
I need to know if i can add a shared link on a customized template ??
standard variables in SMS notification
Why can't I add Created Date when configuring the SMS alert template? This is a standard variable, correct? We want to know if there is an issue that becomes high priority after creation, but we'd also like to see the created date to quickly ascertain if this issue is first being reported or was reported previously.
Searching Description and/or Notes
Hi, I feel as though I am missing something obvious and hopefully I am. How do I search for something based on a request description and/or content of a note. I do not wish to create a filter or custom report, just a one-off search. Thanks for the help.
Ability to assign to a Group from the Requests Tab
On the Requests tab where the list of requests is shown the option is present to assign a request or group of them to an individual technician. Can this functionality be enhanced to allow the allocation to a GROUP , GROUP & TECHNICIAN or TECHNICIAN as it can be on the main Request page. This allows the team to move requests en-mass to another team if they need to and saves opening each one just to move it. Any chance it can be done by tomorrow as well please :-) Andy
Known Issues document available on line..
Dear Users, For the convenience of the users, we have published the outstanding known issues in the product as a document in the link below. This link will be updated fortnight or on a weekly basis. http://www.manageengine.com/products/service-desk/known-issues.html These known issues document is segregated based on the modules. Each issue identified with an unique issue id is also marked in a separate column and some of the issues is updated with a tentative time frame of getting fixed in the hotfix.
ServiceDesk Plus 7603 Released
Please find the enhancements and issues fixed in 7603: Enhancements in 7603 (Released on: 29 January, 2010) SDF-21860: Default status names like (Open / Closed / OnHold / Resolved) can be viewed based on the configurable Statusname. Configuration can be done in the Admin -> HelpDeskCustomizer-> Status. This configured statusname will be same across all the users even through their personalized language is different. NOTE : Default / Custom Reports and Custom filters which uses the status names as
After enabling "auto close request after ... days" the request does not close.
Good day, I've enabled autoclose feature but it doesnt seems to work after updating to 7603 (before that everything was ok). I dont understand how can I troubleshot this. Any suggestions?
Software licenses
When I use orders to buy software, I write software name the way it was written by reseller. After buying a license, I can install software on workstations. But after installing software and scanning a workstation, I can see that software name differs from supplied by reseller. And system shows me that I have license violation. How can I link software-asset license and installed-software license?
Workorderstates.ISoverdue and ISEscalated
Can you advise the correct usage of these flags in reports please. Does ISOVERDUE indicate that the request has breached 1st Response only, or breached 1st Response OR completion date target. What does ISEscalated indicate? I assume the reliable way to confirm that the request has breached SLA completion is just to compare completedtime against DueByTime. Regards, Andy
7603 - Reporting - Loss of Logo
Just upgraded to 7603 from 7602 and looks like the process has turned off the logo at the top of the reports and changed the name displayed top right. Is this fixable without another patch?
Next Page