Exception occured while enumerationg Organizational Units
After upgrading to hotfix 7508 from 7506 I am unable to 'Fetch OU's from AD again' I have read an article on here about running the following but this didn't work? Please advise delete from adousrelationinfo & delete from adorganizationalunits Kind Regards
Creating a report to find out what software is installed on a certain workstation in SD
Is there any way to create a report to show what software is installed on a specific or group of workstations in servicedesk? Thanks Alex
New query Report
Hi there, How to create a new Workstation query report? regards, Evo
Conversations
When a ticket is created it sends me an email saying the ticket has been created. When a ticket is assigned it sends another email to me. If I respond to that "asssigned" email and include the Requestor's email it will log my response in ServiceDesk Plus in the Conversations area of the ticket. If the Requestor responds it does not put that in the Conversation. I have the system set up to automatically create a ticket when emailed so when the Requestor does a Reply To All it creates a new ticket.
Problem with DateToLong function
When trying to use the DATETOLONG function in a 6 month KPI report (Query pasted below) I receive the following error message: java.lang.Exception: Syntax error : function LONGTODATE not closed properly! at com.adventnet.servicedesk.reports.utils.ReportUtil.parseDateCriteriaColumns(ReportUtil.java:2064) at ... Which is odd as the query doesn't use the LONGTODATE function. Query: SELECT COUNT(wo.WORKORDERID) 'Total',(SELECT COUNT(wo.WORKORDERID) FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON
SQL question - report the relationships
Hello I need a list of the relations between my assets.The want to know, which PC has a relationship to what display, which printer is connected to the PC and who is the user of the PC. In fact, I want to have a part of the information which is shown in the Relationship tab of a workstation but in list form for every PC (asset of type workstation) in my inventory. (the red zones in the attached screenshot) The list should show following fields Asset-name of type PC;component-name of type display;asset-name
Default changes when logging a call..
Is it possible when the agent is logging call, for fields to be filled in automatically... As in I log in and when I fill in case, the site, the group and anything else which would be useful to have filled in is completed..
$SolutionLink in the notification e-mail is incorrect
I am testing the SDP 7.5.0 build 7.1.4. I found out the $SolutionLink show incorrect embedded URL link. Please refer to the attached screenshot. The text shows in the mail is correct, but when user click on the link, it cannot redirect user to correct solution, because http://hostname is added twice in the embedded link.
apparent bugs in Request Template feature
I created a Request Template. When I create a request by selecting the template from the New Request drop-down in ServiceDesk, the default Group specified in the template is selected automatically, but when I click "Add request," it reverts to "-- Select Group --", and I have to re-select it before I can add the request. When I create a request using the SDP API, I have a different problem. The Group is set as per the template, but the default Subject specified in the template is ignored, so the
Tech gets HTTP 500 error when applying custom filter
Build 7507. Everytime a certain tech attempts to bulid a custom filter in Request view, he gets an Apache HTTP 500 error. Simple to complex filter, same result. Others do not experience the issue. Any help?
How do you create a Custom Report to show what Requests come in between 8 - 9 a.m.
Hello, I'm trying to create a Custom Report to show how many calls we receive during specific time periods of the day. For example: How many calls we receive: From 8-9 a.m. From 9-10 a.m. From 11-12 noon, etc. I'm also trying to group it by Category to know what type of calls come in during those times. Are they all password resets, or logon failures, etc. I can only seem to create a report to show how many calls per DAY we receive but I need to know the times these calls are coming in. I've had
Make Announcement when piority is Urgent or Critical
Hello, Is it possible that the SD+ ITIL system automaticly makes an announcement if an incident has a priority "Urgent" of "Critical". In our case Urgent or Critical incidents indicates that more then one employee or a total process in involved. In that case we can inform everyone at ones with an announcement. I tried it with business rules but its not possible. Thanks Richard
More options in schedule
Hello, Is it possible that you create more options to schedule a preventive maintenance. Example, every first monday of a month starting from <date> ? Thanks, Richard
How to attach a group of assets (PCs) to a business service?
Hello How can I attach a group of PCs (like the PCs of a department f.i.) to a business service without having to create this relationship one by one by clicking the workstation --> relationship --> add relationship. Is it possible to select a group of workstations and assign the business service relationship for the selected workstations in the same way that you can assign them to a department. (cf. screenshot) Thanks Best regards, Marc
Assign Mutliple Requests to One Group
Good Morning everyone, My question is fairly simple, and I'm pretty sure there is no way to do this at the moment: Is there a way to assign multiple requests to one group all at once? On the main request page, I can see that you're able to assign multiple requests to one Technician, but to change the Group it's associated with, you need to go into each individual request. Is this possible now? And if not, will it be possible soon? ~James Murphy
ServiceDesk API
FYI anyone else trying to use this,I had to add the following as a row in the sample new request form before submit would work: <tr class="evenRow" valign="top"> <td>DOMAIN_NAME</td> <td>:</td> <td><input type="text" class="txt" NAME="DOMAIN_NAME" value="" style="width:200px;" /></td> </tr> Also, I had to change the FORM ACTION URL from http to https.
problem in AdventNet ManageEngine Service Desk Plus:
hi, help me? I have a problem, any person speak spanish? this is my problem in AdventNet ManageEngine Service Desk Plus: problems receiving messages to incidents and their nesting, is a circle and no load someone knows something about?
Displaying Requesters Requests
Can someone advise the quickest way of displaying open requests for one requester. As the only way I can find is by going to 'Admin \Requesters \ Selecting a requester \ View Requests' which is not only long winded but requires admin access. Thanks, Ian
No change data in global view
Hello, I do'nt see any data about changes in the global view. We currently have 29 changes in the list, but nothing is visual in the global view. What could be the problem ? Thanks Richard
Tabs Problems and Changes
Hi all, We experience the following issue. We have installed SD+ but every time we click on the tab Problems or Changes it comes up with an error message. Exception occurred when executing post invoke script loadTip() Msg : Class not registered Already spoken to the support guys but they think it's something with DLLs etc Anybody had this issue before?? Thanks in advance! Michel
Reports with IP address and username
Hi Team, I want the query for the following information: System IP Address Username Computer Name Domain Thanks and Regards, Vinay
Time Spent report from Changes worklog
Is it possible to extract a Time Spent report from Changes worklog, just like from the Requests? Thanks, -Rodrigo
forward mailconversation to 'Problem' via ## ##
Hi, Today it's possible to forward a mail from your own mailbox to a Request in SD using the ##requestnumber## in the subject of the mail. As a result the forwarded mail is added in the mailconversation overview. I wonder if this '##-mailforwarding-feature' is possible as well with 'Problems' ? If not, is this an idea for a future release? Kind regards, Tomas
Install on another server
How can i transfer all my settings, groups sla, dept, users etc onto an installed app on another server, so i can then take it off the old server.
Using apostrophe ( ' ) when search solutions return no results.
Hello, It was recently brought to my attention that when searching our solution database if we use a term that has an apostrophe in it eg. "Raiser's Edge," then no results will be returned. If on the other hand we use just" Raiser" in the search all of our solutions will be returned. It's more of an annoyance then a real problem, but has anyone else encountered this?
Can I build a filter with AND and OR at the same time?
I'm now analyzing pluses and minuses of a number of support centre software implementations. I see SupportCenter Plus has a good set of functions and looks well which is important too. However the filter functionality looks not enough. For example, I wonder if I can construct a filter like: "Show me all requests that: came from a particular contact AND are not assigned to a particular set of support representatives AND are not having "Closed" status OR marked
How to change Default Background color
Hi, I am using SupportCenter Plus and I would like to change the default background color (blue) to another color, but I can not find that option. If some one knows how to do this I will appreciate. Thank you in advance.
Problems receiving messages to incidents
We have this problem: When we are receiving messages to incidents and their nesting, is a circle and no load. This happends whith some request. We think that it could be some incompatibility with Activex. Anyone knows something about? Regards.
Desktop Central and SerivceDesk Plus integration
Hi, I've been trying out DC and SDP, and both seems excellent products, I was wondering if is there any chance to integrate both systems to use the same database (the same inventory). Also, i would like to know if you are planning to release an MSP version of Desktop Central. Thank you, Matias
Is it possible to import Solutions from an external source?
I want to import Solutions from another database. Is their a field mapping tool available? If not, would it cause problems to use SQL Server tools?
SDP & Exchange 2007, still not working with attachments
Hi All. There appears to be an issue with SDP and the way it create attachments sent via e-mail, from requests. The problem occurs under these following conditions. a) The e-mailserver is a Exchange 2007 SP1 installation b) The Client is running Outlook 2003. The User can see that there is an attached document (it has a paperclip), but if he opens the e-mail there does not appear to be any attached document. If the user opens OWA 2007, it allows him to both see and open the document correctly. The
Remove Login and Password requirement for user import
When importing user details from a CSV file providing a username and password are a requirement of the import, yet if you manually create a user these fields are not required. Therefore I propose that this requirement be removed from the CSV import function as it is unnecessary.
Only adding Fixed Assets from PO's
So we found a little quirk in ServiceDesk. A PO was put into our system for prints of our marketing white papers and such. The purchase was approved and then received. Once it was received, all of the prints were then added to our Asset system referenced by their PO. I think this is a great thing when we're purchasing Laptops or switches or any fixed assets. But marketing supplies like this that are handed out to possible clients don't make sense to asset. We've gone ahead and added a "Fixed
Prevent Users from emailing in a new help ticket
I have a SDP setup that we have been using for about 3 years now. I'm using version 7508. My users will sometimes email our SDP's email address and that will put in a new ticket if there is not one already. Is there a way to prevent this? I still want them to be able to reply to emails within a current open ticket, but I don't want a new one created. This might be a little too much to ask, but it would be nice. I am constantly having to tell people not to submit work orders by emailing the system.
Executed Time, in reports
Hi All, Under custom reports Could you explain what columns, Executed Time, and Time Elapsed refers to? Regards, Daniel
how to delete a site
Says it is in use by a module
Default request template Mode
Hello, support. We have a question about request modes. In our configuration the request mode in the default request template is not set (it is empty) and we set it manually for all requests whatever mode they have been received. Should / could SDP automaticaly override empty request mode by "email" if the request has been received by email? We actually use SDP 7508 and if I'm not mistaken this feature worked previously.
Add Notes to report field?
Hello, Is there a way to create a custom report to include the Notes field, so for example I would have a report with the following columns: Note --- Subject --- Requester Name --- Assigned To --- Group --- Status --- Created Date --- ID For the Note column, it would only need to display the most recent Note added or last note updated? Is this possible? I can't seem to find a way to do this or even a way to simply add the Note field as an option in a report. Any help would be appreciated. Regards,
Tasks or Requests for Long Term Projects
I have projects that started out as a help desk request but will take longer to figure out or longer to do then most of our help desk requests, my boss wants to track my progress on the projects, the Help Desk Request has the ability to add notes to the request, which makes it easier to see what I have done and time stamp it for a report but we don't want to have that many requests under Help Desk, we want Help Desk Requests to be something that is short term. What do you suggest? I wish we had
Can I get computer description for reports by ServiceDesk Plus ?
Can I get computer description for reports by ServiceDesk Plus ?
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