TimeSpent reports for Changes?
I'm looking at my timespent reports, and they appear to only show worklog entries for requests. Is there a way to include data from changes, or run a separate report that will show timespent data for the change module?
Pass-Through Authentication - LDAP
We use the Pass-Through Authentication feature with the Active Directory configuration... It would be nice to have this feature available in the LDAP configuration as well. The main reason for this, is the current limitation with the importing of AD accounts. AD import feature imports ALL accounts in the selected OU. The LDAP import allows for a search filter, which is excellent. So I suggest either of the following: 1. Add a search filter option (using LDAP syntax) to the AD import section -or-
KPI on intervention time
Hi, I would like to have a report on intervention time. I use custom report / tabular report / request then I select the fields request id / subject / urgency / priority / created time / completed time / responsed date I would like to have a KPI report based on the elapse time between the created time and the responsed date. The problem is as soon as you add a worklog or close the request, the responsed date is the last action date, but I need the first responsed date. Does someone can help me
Closing Request - Late redirect to Resolution
Hi, Because we have forced technicians to enter a resolution, recently alot of technicians have complained that when closing a request, they are redirected to the resolution section AFTER they have filled out a detailed "Comment". This comment could have taken 10 minutes to write, then only to be lost when the service desk redirects to solutions section. This entire part of the UI that is used on a daily basis should be fixed. I think when closing a request, and when solutions are required, then
SLA reporting
Hi, Please can you let me know if SDP can auto update a task owner on SLA status via email? This would be for a high priority task that has an SLA requirement and the task owner needs to be notified that the task in nearing the SLA deadline Thanks
SD+, OpManager, Netflow on the same server
Dear all, We have these 3 software installed on a W2003 server : OpManager Build 8022 ServiceDesk+ Build 6015 Netflowbuild build 7600 Each of them use a Apache, java & mysql process. Is it possible to migrate the 3 mysql DB into a new MySql server ? And in this cas, which mysql release should I install ? Thank you, Christophe
Problem Management
Hi, I've been using ServiceDesk Plus 7.5 for the last couple of months. I want to clarify something with problem management and how it is implemented in SDP. According to ITIL a problem is "...a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant." The implementation of Problem Management in
Survey Questions
Is there a way to make the Survey Questions mandatory? Some users are completing the survey but not answering all of the questions which is affecting the overall satisfaction level score.
Workstation Purchase Cost / Date & Acquisition Date
Hi, It would be useful if when filling out the purchase cost and date for a workstation, there was an option to also set the "acquisition date" field at the same time. Because at the end of the day, 9 times out of 10 these dates are always going to be the same and it would save having to fill the same information out twice. Thanks Tom
How do you handle purchase orders involving software?
I've never understood the purchasing of software. Let's say you want to purchase Adobe Acrobat 9 and you've never bought a previous version. The purchase order is going to ask you to define the Major Version from your managed software. What do you select? Do you wait until the software arrives, scan it on someone's system, mark it as managed, and only then can you properly create the PO and define the major version? How do you guys handle this?
API syntax help
I can successfully create a ticket by manually navigating to a URL in my browser. I need to go two steps further: I need to automate this via VBScript or something so I can migrate a bunch of requests from an old help desk system to SD+. One of the forum members (http://forums.manageengine.com/#User/jody.greene) gave me a good start on this. Instead of using an InternetExplorer.Application object, I'm considering using the Microsoft.XmlHttp object (which I don't have working yet), for the reason
Request Status/Update via e-mail
Is there a way that a user can request the status of a request or close a request via e-mail and not via the web portal? We have our sdp server behind a firewall and are not interested in opening it up to the world, but we would like for our customers to be able to send an e-mail and learn the status of their request. Thanks!
SMS Notification based on priority?
Anyone know of a way to only send SMS notifications via ServiceDesk only when a request is entered with a specific priority? For example, I want a a priority called "Emergency", and when a user enters a request marked as Emergency, I want an SMS message sent to all technician's mobile devices. I don't want this to occur with any other priorities. Thanks!!!
Reoccuring tasks
hi , i am trying the servicedesk plus and i was wondering how to create repetitive tasks , i want that each working day at 10:00 a new request will automaticlly created (for backup validations etc). is there a way ? Thanks ahead , Doron.
Change Request - Approval is mandatory
Hi Is it possible to force change requests to be approved before closing? I want certain types of changes to be approved by me (the line manager) before being closed. I can't figure out how to force someone to add the aproval? Technicians can raise and close changes without any form of approval being carried out! So my question is , within the software is it possible to make approval mandatory? thanks
Auto Responder
How can i stop the 'Acknowledge Requester by Email' notification being sent out for certain email addresses? I need to stop this responding to a certain email address, but to continue operating for all others. Richard
New users with SD+ have some question
I all, i am a new user of Servicedesk+ and i am currently in the stage of the configuration processs and have a couple of question to as: 1- I have a 5 technician licence and would like to give to 5 users of my domain but the default administrator seem to use one of the licence so is it possible to delete the default administrator or remove the tech licence from it ? 2- I have made some cutom entry into the built-in status but i am unable to delete the one already created is it normal because i don't
Adding Workstation Deletes Another One in - Assets Section
Hi, Im facing some weird probem here which orginated from 2 days ago when i did a full domain scan. 2 pcs are giving me this issue. These 2 computers are identical in hardware and OS. They are labeled 1. hr1 2. hr2 The domain name for them are same as their computer name above. Wehn i add hr1 hr2 gets deleted and viceversa. Scanning the pcs were problematic hr1 work great with global credentials while scanning but hr2 works only with local credentials; using global credentials fails with an error
High-Availability Services Desk !
Dear all , We're using services desk , but some time it's crash , i want install services desk with High-Availability , how can i do that ? Thanks alot of !
Missing column customizer
I have a technician who has somehow managed to reduce his requests/my pending requests screen to listing the created date only. The column customizer icon is also missing. How do I restore the default view for this user?
Preventing Re-Opening Of Requests
Hi, Is it possible to prevent requesters from re-opening already closed tickets. Thanks, Mark
Cannot delete items from Assets list
Hi, I imported our printers in a csv format but for some reason it has imported them into "product type". When i try to delete them from product type it says it is being used by a module hence cannot delete it. It was meant in import into the asset printers not into assets itself. I have attached a word document with a screenshot of where the printers are listed in Assets and the error i get when i try to delete them. Thanks.
No option for attachments in Resolution
Hi SD Plus tech, Problem: Attachments in Solutions will not filter to Resolution description area. I have serveral solution documents (.pdf) that have screen shoots. While building the the Knowledge Base, I used the Attachment feature for documentation. While in Resolutions, I click Search Solutions, find the solution, click Copy to Resolution, however the attachment with the instructions for the problem does not appear. Is there something I can do on this end to fix that? Thanks Mandisa
pass-through authentication with AD
Hi, I install a demo version o SD7 (last from the downloads). All works great until we arrive to authentication with AD. If I enable PASS-THROUGH when an user tries to enter it is inmediatly sent to a blank page. Any idea why this can be happening? Thanks
Double quotes in Site name
Hi! When the site name contains double quotes, Admin-> Technician section does't work! this line avaiSiteObj[avaiSiteObj.length] = new Option("LocalSite "Test"","3001", true, false); provide JavaScript error.
Turning off Remote Control Capability?
Hello, i had thought i saw that the remote capability feature was going to include the ability to turn this feature off, or allow tighter control of its use. At a minimum, we need the ability to have the user approve our connection to the machine. has this happened? i'm checking the 7509 Build in my test system and dont see any options to do so. here are the requirements that we need in order to use this feature. This is important to take care of so i dont have to purchase another license for
Change Time Spent report display format problem
The default Time Spent format displayed on reports is HH:MM:SS. I would like to show it in Hours with one or two decimal places. Every time I try and use the ROUND function as suggested in the Help Card area on the field MM2COMPLETEREQUEST I get the error message "Error while fetching ajax response : Unknown runtime error". If I try the calculation without the ROUND function, i.e. ((MM2COMPLETEREQUEST/1000)/3600) it works, but does not give me quite the output I am looking for. I would like to keep
Problem while fetching workstations in the domain.
We have configured the Audit settings in our ServiceDesk Plus 7.0 Build 7022, which should automatically add new workstations every 5 days. This seems not to work, as the System Log contains the following entry (every 5 days): System Log Message: THE-DOMAIN : Problem while fetching workstations in the domain. Module: Inventory Occured At: Tue Aug 04 16:26:17 CEST 2009 Probable Cause: - Performed By: System For the affected domain, the settings under "Windows Domain Scan" are all correct - when I
Extra field on Requests: Date last modification
I've searched for this request, did not find it however. I would like to have an extra field added to requests containing the date of last modification. And by modification I mean an edit to the request, or an incoming mail message for example. With this extra field I could sort my requests by this last modified date, so the requests that are most recently modified will appear on top of the list. Sometimes users mail a reply to an old ticket, it is reopened and the reply is added, but because it
Requester Name / Technician Name Problem
We import requester details from Active Directory. For some reason on Friday evening this reverted from the users full name i.e. Joe Bloggs to the users login name i.e. jbloggs. Is there anywhere within the admin module that manages the fields and the mapping to active directory? Cheers.
Tech is unable to login
Hi There I have a SD tech who is unable to login. Error msg says incorrect username and password. I have tried to reset the password, and the SD application says that the password has been reset sucessfully. However the tech is still not able to login, and upon checking the System Log Viewer, I saw this error message: User:administrator trying to reset password loginName: XXXXX Module : Admin Sub Module : - Type : Error Action : Occurred At : Aug 12, 2009 11:17 AM Probable Cause : - Performed
Software licensing for retired computers
When we pull a computer off the floor, and set the status to IN STORE, the installed software is still being metered. Is there a way that we can exclude the software licenses for these computers? It is throwing our license counts way off! Thanks, Dave
Error at count of the sum of request
Good afternoon. I already once about it have written, and you have repaired it with a patch output. But it has repeated again. I use SD + (7.5.0 Build 7509). On bookmark HOME, in bookmark Global View for me show 20 open request when I press this digit I move on the filter of open request - there for me 18 open request . It turns out, for some employees 2 disappeared request which are not present in the list are registered, but they are in a total sum? Repair it!
Mail Fetch from several addresses and SD+ notifications according to address sent to??
Okay, long heading, but what I want to know is it possible to have fetch collecting from several email addresses(I know it fetchs from one) but using rules we already have 5 addresses aliased to our main fetch account. So when an email from a customer is sent to app_support@companyname.com then SD+ will respond with notification that matches the team it was sent to(like thanks for sending to app support etc etc?? Then when an email is sent to ithelpdesk@companyname.com another notification that
Robo Task fails w/ localized AD structure
We are currently evaluating SDPlus 7.5.0 b7509 and found this issue. RoboTask can't access localized (i.e. Russian) AD objects. We have OUs and CNs in Russian, and change password task fails with: [Info] adsPath : CN=pupkin,OU=Service_users,OU=Users,OU=???????????,DC=test,DC=local [Error] ADsOpenObject failed in ResetUserPassword. Err code = 0x80072030. Err msg = There is no such object on the server. Directory object not found. [Info] Reset user password operation failed.There is no such object
Asset Windows Domain scan broken after hotfix 7507_1 upgrade
Upgraded to latest hotfix, tried to run a Windows Domain Scan in the asset section. Screen just sits there and displays " Enumerating Organizational Units in Domain - <ourdomainname>" nothing happens. Can cancel it, click on "fetch ad OU's" , but will not return my OU's , recreated the domain details , tried to run/scan again but still no luck . system runs on a windows 2003 server , database is installed on MS SQL server
Workstations disappear from list
I did a search and could not find anything on this. When I do a manual scan of a workstation that was not found in the scan, it shows it found it and all the stats. If i do another manual scan, the previous one is then lost. Not all of the workstations are being saved. How can this be fixed. Find below some screen shots I uploaded to show what I mean. Notice how the first workstation is not seen in the 2nd and vice versa. HELP PLZ
Incoming Mail Time
All the new tickets coming into ServiceDesk via email are recorded as one hour behind within the ticket request tab. If the ticket is created using QuickCreate then the time is correct. I have checked all the usual Windows Regional Settings etc but cannot isolate the problem. All subsequent replies via email are recorded correctly, its only new tickets The History tab though shows all mail as an hour behind in and out running build 7509, Windows 2008 Server, mysql Any ideas how to fix this
WebApplication on separate server
Hello all! We just bought Servicedesk Plus Enterprise for 10 techinicians. We are very busy implementing the software. So far, we are very happy with the software But we have one concern / question. We installed SD+ on a server (MS) in our internal network, on a member server of our domain. Works great. Now we want to give our customers the ability to use the portal (self service) through the internet. That's where our concern starts, we don't want to link this server to the internet because of the
[7.5.0 b7506] Created and DueBy Date Problem
Hi When I create a new request and set either the "created" or "dueby" time (i.e 8.00am), after applying, it then appears an hour earlier (i.e 7.00am). I've had a look for settings which I may need to change but couldn't find anything. I think this problem started occuring after I set the "Time Zone" under personalize. It is set to "GMT", which is correct (not sure what it was before). Graham
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