Frequent Flyer Query
Can anyone give me a query to show the number of requests for each requester over a given timeframe (last month, for example) sorted from highest to lowest? Something like: John Smith 25 Frank Johnson 22 ...
archiving off old issues
Hello! we have over 13,000 tickets in the system, and in order to search all of them i have to use the "All requests" filter, and wait for all tickets to be returned before i query. this begs two questions...... 1. Can we archive off old data? (i've called about this and have been told NO, but i am having a hard time beliving that since it doesnt make much sense). I cannot delete the data, but the DB is becoming rather large and hard to search. (we are on MS SQL) 2. Can i search for something
MYSQL or MSSQL
Wonder what type of DB SDP likes best? Currently we're using the built-in MYSQL server and have been having some horrendous problems due to data/table corruption. Wondering if we change DB types we might get more of a stable environment. Thoughts from those folks using MSSQL? Thanks E
Technicians Slots
I have problems with knowing how many free slots we have currently in the system. Is there anyway that i can look for it around servicedesk? thanks
Call Center integration - How to generate a http request to create a ticket
I want to develop an integration with a call center agent that would open a new ServiceDesk ticket window when a telephone call comes in. The identified customer information based on the telephone number should be automatically added. The callcenter agent can generate a http request. Can anyone help me how to find out the http request structure we should use? Thanks in advance
Report of workstations with installed software
Is there a SQL Query report that can list off all workstations that have a certain software loaded on them? It needs to have a wildcard, so we could show all workstations with %visio%. Thanks
7507 HotFix Released..
Dear Users, Please refer to the below announcement forum to know about the details of the 7507 hotfix release. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000003367533 Thanks & Regards, Srikrishnan ServiceDesk Plus.
Error Saving Backup Schedule
Hello, its not possible for me to save a backup schedule. What can i do? kind regards Stefan S
Unable to save backup schedule
Hello, is there anything i can do?
Sorting Requester
Hi all, i'm just wondering about soring the requesters. When you go and assign asset to a requesters, the requester on the list is not sorted from A - Z instead it's a mess. Is there any settings that i can change to make it easier to find a requesters?
what host SDP scan
I have big domain and want scan only part of it (want scan OU that I will select). I have acount that have administrative right for hosts only in that OU. There are 6 big OU that correspond to 6 state. In each state server room there is domain controller(PDC & BDC). I administrate only one state. In Administrator-windows domain scan-"name of domain" settings I choose IP adress of my domain controller. In my asset storage there are only hosts from my OU which I select in AD user import. Q.1)SDP scan
I cannot connect to SDPlus
I've just installed SDPlus on a WindowsXP and it works properly from localhost but I cannot connect from another PC. Do I need to install something else in addition to SDPlus, e.g. Microsoft IIS? If not what WEB server SDPlus uses and hot to verify it is properly working? Thank you
Solutions tabs should be sizable to view full title of solution file
The new layout looks nice, but on the solutions tab, the title of the documents listed are shortened and one cannot read the full name without actually opening the file. This could result in misleading reports as to whether the file is worthy of remaining in the solutions tab. It also creates frustration on the user because of the additional time to open the file, close, then open another; potentially opening a handful to locate the right document. If one could resize the tab, as in excel, then they
unable to restore database
Getting error: unable to restore database: null, message from server: "Duplicate entry '1567006-8701' for key 1" I am getting this same error on all .back files that I try.
SLA versus Request...not operate??
Hi I downloaded and installed serviceplus for linux three days ago. I defined site, department, technicians, contracts and sla with escalatement The escalate was enabled.... I created a incident, this incident was associated to the SLA....I was happpy....but I watited all day for the escaladment...this not ocurred... Does SLA is operating in enterprise version?
Login Details
i set my helpdesk to email the users with the login information. and it isnt working, it will e-mail me when there is a new request but it wont email the users on how to login.
<- = <- ?
If we use a right arrow head in a note, with a "-" to show an arrow i.e. <- it shows as: <-
List of Enhancements / Issues fixed for 7507 hotfix..
Dear Users, Below is the list of Enhancements / Issues fix getting rolled into the upcoming hotfix. Currently it is in our Validation phase, and tentative release is by end of this month. Enhancements in 7507 Template Tasks: A new feature which enables technicians to handle repeated tasks easily in ServiceDesk Plus. Multi Lingual Survey: A new feature which enables user to answer the survey in any of the languages supported by ServiceDesk Plus. Support for Secured POP and IMAP ie POP3S , IMAPS
can't create no more Request filter!!!
Hi, we user SDP 7.5.0 Build 7504 and it seems, that it's not possible to create any request filters: ================================================== type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Invalid Table alias subcatadef specified org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Bug: Report graph view doesn't update
If you edit a report and change options such as the date filter and re-run the report, everything looks correct. If you then click the "graph view" button, the graph displays the data as it was prior to updating the filter.
Users can't login
I use the free version of ServiceDesk plus since I am the only IT Person on staff and only support 25 users. I added all my users by importing their information from the Active Directory. Some of my users are unable to login to check on their tickets they submit via email while others have no problem. Any ideas on why some users are unable to login?
Ticket/Request Printer
One thing i have always wanted out of a helpdesk program for some reason, would be for it to send all / or selected new requests to a network or local printer on arrival. kinda of a tech notification, and i also like to have hard copies of my helpdesk requests. Does anybody out there agree? or am i just crazy. because i have posted this on websites of other helpdesk programs and gotten tons of views but Zero (0) replies.
Assign to site doesn't work
In assets section, for printer and workstation when I select the asset and do an Assign to Site, it write ''Resources assigned to Site Successfully'' but nothing change. Is it a bug? What I can do?
Can SDP do any of these?
Hi all, Am new to this forum. I am trying to configure SDP for our Service Desk and still feeling my way around (training will be booked soon!). Just a few questions, not sure if anyone knows the answers, but I would appreciate any response. 1) Out of hours support - Is there a way to have the tool send a notification to particular email address, phone numbers when a high priority request comes in outside the hours and days of support? The reason is, we have technicians on call outside support
Service Desk emails routinely wind up in Junk Folder in Outlook 2003/2007
Does anyone know of a way to create a blanket way to force mail from the Service Desk system to NOT go into the Junk email folder in Outlook? even by "right clicking" and marking as "not Junk" these still wind up in the junk filter. my network admins here are telling me it a service desk issue (*sigh - they always say that....). is anyone else having this issue? p.s. sorry for the duplicate post as i get used to the new forum - this wound up in "feature request" originally
Blog for best Helpdesk-Calls
Hi, We receive lots of requests in our ServiceDesk every day. Some of them are really funny requests or just extremely silly questions. But when the request is closed, it is also not visible any more. Sometimes we have really bad dayss and we would be happy, if we could just read some of the best requests we ever had, but they are hard to find in all those closed requests. And I don't want to add a special category for them, because requesters may see these categories, too. So I wondered, if it is
Download Installation File - ServiceDesk Plus 6.0
Dears, I have a situation where I need restore a backup from an older version of ServiceDesk Plus 6.0. I can´t do that from an early version. Does anyone know where I can download installation file of this version. Thanks Sandro Lima.
Content Variables
Hello, Is it possible to add a content variable which adds a request's latest reply ? (for use in auto-notification E-mails, adding a preview of the posted reply, instead of manually sending the reply as an E-mail like it is now) Simple: We would like to be able to add a "latest reply variable" in the "E-Mail requester when a request is updated" Message Template.
Have to restart the service EVERY morning
Every morning when we come the helpdesk is down and we have to bounce the ManageEngine ServiceDesk Plus service. We are on Version 7.5.0, Build 7506
Problem with IE7 and Support Tab in SD?
Hi there, in the last two days when we select "Support" from ServiceDesk it opens the page but it is shown very wide. We have to scroll right too much to reach the next icon. There is no problem though with Firefox. That problem was noticed when the new area appeared called "ServiceDesk Forums" below "Support" and above "Announcement". Is there any problem there? Regards, George
send change password notification to all of requesters
Dear All, Is there any way to send notification (manually or in task scheduler) to all of requesters to change their password (ie. requester password, windows password, application password .. etc). please advise thanks & regards Winanjaya
Active Directory authentication
I have a new install, it's the current release. I'm trying to activate AD authentication and get the following error when I do: FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for atleast one of the Public Domains. Everything looks ok that I can think of, can you give me more info about this error? It's Server 2008, current updates, 32bit on Hyper-V virtual hardware drivers. Jim Tall, John's Island Club jtall@johnsislandclub.org
Is there a way to change the starting number for change control
We are about to start using the change control feature of SD Plus but need to change the starting id number from 1 to 4500. We have been using a different process for change control and do not want duplicate change numbers. ie we don't want to start at 1 since we already have 4400 changes, we need the id number to start at 4500 Can this be done? Thanks.
on-line requester registration
Dear All, Is there feature for on-line requester registration (with or without administrator approval) and or forgot requester password ..? please advise thanks Winanjaya
Loss of css style when in <IFRAME>
Greetings, We are dealing with an issue which is not so important but your help is greatly needed. We decided to include our Service Desk into our Intranet Corporate Site which is written in PHP. To include the Service Desk we just used the iframe property in PHP. This really worked. The code was: <iframe width="100%" height="100%" frameborder="0" scrolling="yes" src="http://<ServerName:Port>/HomePage.do" ></iframe> The result was successful. But there seemed to be a problem. The first page loads
Restrict Inbound e-mail
is there a way to only alow e-mail requests from registered users? maby just make unregistered users be marked as spam?
Change length of Su...
When viewing the list of Issues / Problems, the displayed subject/title field is truncated after 20 characters, and the rest of the title is displayed as ... With more and more people using wide screens, I think an option needs to be added (a per user setting?) to allow the more characters to be displayed (simple text field that you input a number would suffice). I currently have to mouse over each problem to be able to read the entire subject (most of the important information is always at the
Key for Asset List Icons
Hello All / I'm a new ServiceDesk Plus user and trying to make some sense of the icons that appear in the "Assets > Workstations" view. For my Windows machines I get the little "flying window" icon, which is self-evident as to what it indicates. However, I also get the occasional "other" icon, for example, the picture-of-a-computer-with-a-yellow-light-at-bottom-right. What does this indicate? When I drill down to unit it tells me that the audit failed - why, then, do these particular computers
Priority is showing up twice but only for 2, 3 & 4
After an upgrade, Priority 2, 3 & 4 are showing as up as twice in the column 2 - System or servic ... 2 - System or service functionality reduced 3 - Low impact probl ... 3 - Low impact problem 4 - Change configura ... 4 - Change configuration how do we get rid of this duplication?
Save the report
Hi all, i create a report for exapmle as a "test". My way is: Reports-create new customer report" give a name and go trought the wizzard. At the end i saved the report but i cant find the my saved report. I checked all categories but i see nothing. Can somebody help me plaese?
Next Page