Running a custom report gives me an error while fetching ajax response : unknown runtime error
I am running a custom report as posted by your tech team on this forum to display WO closed and the technican who closed them. Every time I run it I get the error as per the subject line. The custom report is: select aau.FIRST_NAME 'Technician', count(CASE WHEN DATEDIFF(FROM_UNIXTIME(wo.CREATEDTIME/1000),FROM_UNIXTIME(wo.COMPLETEDTIME/1000)) >= -3 and DATEDIFF(FROM_UNIXTIME(wo.CREATEDTIME/1000),FROM_UNIXTIME(wo.COMPLETEDTIME/1000)) <= -1 THEN 'More than 1 day' END ) 'More than 1 day',count(CASE WHEN
Granular Rights for Requesters
It sure would be nice to have the option to give standard requesters more granular rights--in particular: 1. Changes - Give them the ability to view their own change requests. We sometimes create change requests on behalf of end users that are responsible for various programs/systems, but they are not considered technicians. Giving them the ability to view their own change requests would be very helpful.
Newly added Asset state cannot allocate to a person or department
We have just upgraded to 7600 and noticed that the Asset state we have created cannot allocate to a person or department. The old-built 7509 allowed us to do so. The new asset state allows to track the notebooks that been allocated for home use and now it will only display home use only.
Upgraded to 7.6, Many Issues
We upgraded to 7.6, since we having the following issues; Single Sign-on is no longer working Clicking on > Assets then > Software > Software Licenses we only see "<table border="0" cellpadding="0" cellspacing" Our open requests are not accessible These are the issues we've found so far in day 1.
7.6 Upgrade...Extra Whitespace on Email Replies
This seemed to have just surfaced after our upgrade, but email responses created from within Service Desk seems to be adding about 5 extra lines before the begining of the typed email response. Is this something that is configurable? John
Connecting AD after using a csv for userimport
I am wondering if it is possible to connect AD for authentication when initially a .csv import (AD was the source) has been used for the user accounts in SDP. I am now in the situation that new users are created in our AD which were not imported initially, so I have to manually create them, which is a no option for me. I want to activate the active directory authentication but keep de request made by previously imported users linked to those users. I allready installed a new server to: Import a
Asset Software Management
I'm trying to sort out our software licensing in service desk but its proving rather frustrating. For starters, to associate minor versions, the software has to be managed, but for example adobe reader, is freeware so i want to put it under the freeware category and associate all the minor versions but i cant. We have several licences of adobe creative suite but i can't associate all the different software which comes as the package with the one license (dreamweaver, photoshop, fireworks etc) I
How to get a list of changes/problems on a specific system
Hi we need to create a list/report showing the problems/changes which have been done on the assets Is there a way to get create this list by sql? Thanks a lot for any help. Best regards, Marc
Help - need a query that returns all requestors and associated fields
Hi, to help with my new implementation of SD+ and the import of assets against the correct requestors, can someone give me a query report that lists all requestors and their basic information, eg, name, email, departement and site? Is there, on this site or elsewhere, a repository of useful query reports? Very few of the queries that I find on these forums actually run on my installation. I assume that the tables/fields have changed since they were posted on here? Many thanks, Richard
scheduled tasks with preventive/planned maintenance V 7.5
Hi all, i´m using preventive maintenance to create scheduled tasks. I created a daily task which opened a daily request at 0800 am - but only for a week :-( Now all i can do is manually run the maintenance to have my request opened. - I checked there is no unclosed request created by the task - I tried to reactivate the task by editing+saving - didn´t work. - I changed it from daily to weekly (working days) but still - no new request at 8:00 am. I would appreciate any other ideas to make my task
LDAP synchronization through openldap after upgrade to 7.6 not working
After upgrading to 7.6 we can no longer synchronize users with LDAP. The query looks the same as in 7.5.0 Build 7512 FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs We have a testsystem running 7.5.0 Build 7512 and it works fine.
Assets: Bulk Change to Server(s) fails
Hello, On 7.5.0 Build 7507 - I've scanned 80+ servers which now appear in Assets under Workstation. When I select all and chose Actions>Change as Server(s), I get a Modify Device Type Dialog with only one choice "Unknown Server". I select this and hit Save. The screen blanks and returns to Workstation with no devices having been moved. Several Questions: Is this a know error corrected by an existing hotfix? Can I tell the Asset scan to make these Servers during the initial Scan process? Where do
Problems after 7.6.0 updates
Hi, After upgrade to 7.6.0 version we have few problems... (java client upgraded to : jre 6.17) like : Scheduled report - Our report is configured to send by mail all request created at yesterday... But after the update, the scheduled report collect ALL request present in our database. !!! and after that, the report mail is not send. Manage Engine service desk plus client restart all times - We launch the client and it appear in taskbar, we trying to connect on it and the manage engine service
Reports Not Working Properly
Since updating to 7.6 from 7514 the following issue has started: We have an advanced matrix report that should show time spent on requests for the week (cost entry date). However, when the report is run it seems to pick random weeks from the beginning of SD+'s existence in our organisation. When I 'edit' the report but change nothing and re-run it, the correct data is shown for the current week. Cheers John
Asset Information
What assets scan in the Audit Setting? Currently we have the Audit Settings set to Daily scan, but what all does this scan? Just workstations, or Workstations and printers?etc Also, We added additional fields in the Asset - Additional Fields, called Product Model (Pick list) and Product Location (single-line). These are primarily regarding to Printers How can we include those fields into a query that can display the % supplies remaining for each printer listed by Product Location? Currently for the
Add Approvals information to the information provided in the Request for approval.
Add Approvals information to the information provided in the Request for approval. Our General Manager and Assistant General Managers want to see who all is being requested to approve a Change. In the area that shows the ticket information we would like to add the Approvals Tab so they see who has been sent the request for approval.
Unable to select Group when creating a request
Hi, We are having an intermittent problem where the options in the Group list are not available when creating a request. Here are the steps used to recreate (does not always fail): New request Select the Group drop down - notice list is available Select the Technician drop down - notice list is available Select requester by using the + icon Select the Group drop down - list is empty Select the Technician drop down- list is empty This is being run from a Mac 10.5 using FireFox 3.5.5. We only have
Replying to request creates a new request
Good Afternoon everyone, I've been unable to accurately recreate this issue to figure out what the problem is, but it does happen fairly often. A ticket will be submitted via email. A technician will reply to said ticket using the web interface. For whatever reason, the reply creates a new ticket as "RE: [ticket id]: ticket description." Merging the tickets has no affect, because when the requester then replies to the reply, it creates a new ticket "RE: [ticket id]: ticket description." If you
There is no notifications
Hi! After updating to 7.6 there is no notifications messages (for example after closing request - small window: SUCCESS: request successfully closed). While moving to 7.6 we also update java to last version (there was autoupdate).
Limiting what a technician Sees
We are running SDP 7.6. I would like to limit a technician so they can only see tickets assigned to them. This needs to be done at a system level.
Template For Sending Problem/Change Notification
When send a Problem/Change Notification, there's currently no templale. How to add such info as Problem/ChangeID on Title of those Notifications. Thanks in advance.
Massive decrease in performance
For about a week after installing 7.5.0 Build 7514 we had no issues, but we have noticed increasingly slow performance. Screens will take sometimes up to five minutes to load, even with a system reboot, and daily reboots are required just to get something resembling a workable solution. The mail fetcher also intermittently malfunctions, again requiring a reboot Is there a resolution for these issues? Frankly, we're more than a bit disappointed that a "hotfix" could do this much damage.
Time Tracking
Is there a way that the product can automatically track time spent on a particular problem without having to enter it in manually? Unable to find that option. There is only a Add time entry which is a manual entry.
Technician's Request View - Default?
I created a custom view for a Technician that shows all requests that are not closed. When he logs in every day, the default view is "Open Requests" when he clicks on Requests for the first time. I would like it to default to the new view I created. Is there a way to have this be the default view when he logs in for the first time clicks on Requests?
Move entries from "Additional info" to "Additional Asset details"
Hi, Any suggestion how to move Workstation Asset entries from the "Additional info" -fields to "Additional Asset details"? Additional info is only available on workstations and servers. Open to any suggestion (except manually copy every entry, field by field :). We are using MS SQL 2005 Express as the database. If you wonder why, we had to import the information from the previous database, and the CSV-import only allow to use the "Workstation Additional Info" -fields. These field topics are common
Expand scheduler abilities to post company non-work days and work saturdays.
Expand scheduler abilities to post company non-work days and work saturdays.We would like the ability for the scheduler to show our company holidays, shutdown days and production saturdays. This would be very helpful in our scheduleing of changes and major work being done.
Upgrade to 7.6 failure
When upgrading my test environment to 7.6, I took a database snapshot from production and upgraded to 7514. When I did this, I received database null constraint errors that I got past by editing the updatemanager.bat file to ignore errors in the processorinfo, softwarelicenses and wordmap tables. This seemed to work fine. When upgrading to 7.6, the process failed with the following error: java.sql.SQLException: Invalid column name 'LICENSETYPE'. This is the same error I was getting when updating
Received email saying approval was taken on Change but Approval in change did not update.
Received email saying approval was taken on Change but Approval in change did not update. See attached screen shots.
SD reusing ticket numbers?
When we send an email to Service Desk it assigns a ticket number and replys back via email. However it is assigning old ticket numbers. When I go to the ticket number it has nothing to do with the original email. We are on SD 7.6 Any help would be great! Thanks Marty
SD+ 7.6 urgency and impact
In playing with the business rules I notice reference to urgency and impact. The manual (not updated for 7.6) mentions that I should see in the admin tab under help desk customizer a link to impact and urgency in the side bar. I do not see these links. Am I missing something? How can I use these fields? Thanks
Technician Roles - Advanced Permissions
It would seem that the permissions are not quite as fine tuned as I would expect. For example, if a technician wants to edit their notes, they need the 'Delete' -> 'Editing/Deleting Others notes' permission set. This means they can edit every note registered as well as their own. Surely this needs to be seperated so they can either, edit/delete their own notes/work logs/tasks or do so with everybodies. I don't really want my technicians being able to change other technicians notes. Perhaps I'm
Incident Requests and Assets
Hi Assets are assigned to users, when an incident is logged for a user the request is "assigned to that asset" and appears under the requests tab for that asset. over a period of time a user may log many incidents that are not asset related, is there any way to indicate on a ticket whether the request is related to that asset? otherwise you have a false reading of how many requests that asset has had. i dont want to see a request from a user to update intranet details for example, being attributed
Upgrading to 7.6 broke RTF editor for Request Template "description" and "resolution" fields
Since upgrading to via patch from 7.5 to 7.6. The Request template fields "description" and "resolution" do not work when (both in IE and Firefox) copying and pasting RTF formated text into these fields. Previously formated text in these fields also was lost during the upgrade. Now, we are resorting to basic HTML to format text, and it does not work well at all. No more copying and pasting from Word or Excel. :(
All fields should be editable/ configurable
All fields should be editable/ configurable ie. Request status, we should have tha ability to change or remove any status to meet our needs.
Report from V7022 no longer working in V7514
Recently upgraded from 7022 to 7514, and now found that some of our custom query reports no longer work. Just throw Java errrors. Please advise how to fix the report, I guess some fields have moved tables. Query: select sI.workstationname as "Computer", ress.displaystate as "State", swl.SoftwareName as "Software", swl.filevendor as "Manufacturer" FROm systeminfo as si LEFT JOIN softwareinfo as SWI ON si.workstationid = swi.workstationid LEFT JOIN resources as res on res.resourceid = si.workstationid
Help with Report Query
SD+ I'm currently trying to run a report which would enable me to view the following. The query I would like would show the following: Workstation Last Logged In Service Tag Rescource Name Resource Tag Barcode IP MAC Address Total RAM Total HD Capacity Total HD Freespace I've managed to get the following Workstation IP MAC Address Total RAM Total HD Capacity Total HD Freespace But I can't seem to find the required info for Last Logged In Service Tag Rescource Name Resource Tag Barcode Can I be cheeky
Notify requester about Change registration (status update) and change contents
Hello, Very often our requesters asking me why they was not notified about the Change creation event based on the request which was created by this requester (we use the separate incident type for these sort of requests - "Change request"). It is logical that if requester created the incident with a type "Change request" he has rights to anticipate that this request will be resolved/denied or the Change will be created and associated with this particular request. Have you intention to add this feature
Multiple Email Addresses Registered To A Single User
Currently, SDP has a single email address registered for each of the requesters. It would be very convenient if ServiceDesk plus can have more than one email address assigned to a single user. Some organizations may have multiple domains and having the flexibility to use either of their email accounts.
Email Technician when Note is added by default
Hi is it possible that the technician could be emailed by default when a note is added to the ticket rather than having to tick the "Email technician" box on each note? Regards
What/where does the searchfunction search for?
When I use the search function at the left side and I select Requests, does sd+ search in Subject? Description? Notes? Requester conversations? Worklog? Solution from the request? Thank you for your answer. Mark Flothmann
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