Requests by Technician report = wrong
Hi gang. I have just updated to V7 (build 7000). when I run a Requests by Technician report I get an incorrect figure. How do I know? We record each days statistics, in particular the number of calls remaining "not closed" at EOD. For the month of Oct this figure started at 403. At EOM it was 480. So that is 480 calls remained open (from any creation date) at EOM Oct. The number of new calls for Oct = 889. The Requests by Technician report indicates that we clsoed 898 calls. Thats 10 more calls then
I need to create custom report to show the follwoing
1. Requester/Technician name 2. Position 3. Department 2. e-mail add 3. phone number 4. address 5. Location region.
Major failure over the weekend
Hi, We had a major crash off the server over the weekend. SDP backup files just filled up & took all the disk space. The current Transaction log has shot up to 4.5gb it was 1.5gb on Friday (needs to be cleaned down anyway!). I think I know the issue, but just checking with you guys first :o) Looking at the system log viewer we've had quite a few mail_fetching errors. First one was - Issue in email fetching MAIL_FETCHING Sat Nov 15 11:42:32 GMT 2008 Mail fetcing is delayed ....due to schedule time=1226746662133
Custom Reports
hi all, I need to create a report to display the following info, on a weekly basis: 1] Number of open calls at the start of the week 2] Number of new calls logged during the week 3] Number of calls closed during the week 4] Number of calls still open at the end of the week I've tried to modify the existing "Report on Problems by Status" report, however I cannot find a field that will give me the total number of open calls at the start of the week etc. Has anyone else attempted creating the same/similar
Asset state and report
Hi, Is it possible to change or add values to "Asset State" combo? And second How can I generate a report of ownership history of asset(workstation)? Eventually report of asset in particular state (i.e. in Use) as a function of time i.e. how many assets was in state "In Use" toady, yesterday, etc. BR
Go live issues
Following registration over the weekend, a number of problems have arisen. I'm unable to close calls it states that the following fields need completing: category, priority, resolution, urgency, impact, request type. This raises the following points. 1. Not all of these fields are available to me. 2. Some of these were set by rules and templates. Some advise on how to progress these please, my stats are not looking good! Dennis
Domain Information Gone After Update
Hi All We have just patched to the latest version and now we cannot login. We do not have the local adminisrator account to login is there anything we can do Cheers Rob
Change Managment
Hey Guys, We have been using the Service Desk to manage our Change management as a requirement for SOX. All has been working well for us, after a bit of playing around. one issue i have is that i need a report for the change that shows the linked incident, the details of the change, and also the approval status per line from the approvals page. I understand the overall change is approved by a manager, but we use it in the following way: User logs a helpdesk: Technician determines if it is change.
Request Timespent reports
We peridodically use this report to look at time spent against incidents. My question is, is there any way of extending this report so it also picks up executed time not only against incidents(request ID), but also that logged against changes (change ID) we have raised in any given time period.
How to report on Cost under Assets
Can you tell me how to create a report so I can find out what items in the Asset register have �0 cost. Thanks
How to do SDP and its MS SQL database "housekeeping&quo
How to do Service Desk Plus and its MS SQL database "housekeeping" (4S) ? What are tools, procedures, utilities, information?
My ServiceDesk subscription has DOUBLED in price!!!
We are a small business that have been using ServiceDesk for 2 years. I put up with all the problems, trials and tribulations and the growing pains - helping AdventNet advance their product, then wham bam I am hit with double the cost to renew. I am not a happy bunny as the reasonable low cost was one of the major reasons for sticking with the product. A lot of time and effort went into using the product and it looks like we will not renew due to the price increase. Does anybody else feel this way
Error message with 7012 version
Dear all, Since the installation of the version 7012, users have an error messages when they want to send a new request by mail. They have an Internet explorer popup error message exception : 'parent.editor' has null value or not an object (translation of a french error message) IE has the latest updates
Import helpdesk history
We have purchased Servicedesk Plus but we would like to import our old data before going live with Servicedesk. Can anyone give me some detials on that? We are running a sql database now with our helpdesk. Thanks.
ServiceDesk Plus - Change IP Address of Tomcat Server
I'm trying to find a way to change the IP Address that ServiceDesk Plus binds to in its initial setup. I've searched through the Server xml files to find the configuration but have been unsuccessful. Could you point me in the right direction?
AD Selfservice Plus
Guys, is there anyone out there that uses SD+ and are also using ADSelfservice plus, and how do you find it: Is it worth the $$? Can users use it easily? Can you modify it to stop users changing details in AD? Do you install on same server a s SD+? Any help and advise from the SD+ community would be appreciated Thanks in advance
Does exist something as Service Desk Plus "housekeeping
Does exist something as Service Desk Plus "housekeeping". It means any feature or utilities or procedures - incorporated in Service Desk or third party SW or maybe document oriented to maintain SD data? Jan
Work flow question
What is the work flow through Service Desk Plus? Is it that a request is generated, the request is then identified as a problem, and then a change is created? I am seeing on a change & on a problem, it can have an "Incident" which is really the request. Why the use of different terms for the request/incident in a change/problem?
How to manage data (records) in SD Plus with MS SQL?
I would like to appreciate a "cookery book" devoted to MS SQL database engine and mainly in it stored data. Mainly: data in SDP are growing up and for me could be convenient to remove Service, Incident ... data somewhere in archive and release current running Service Desk application. If somebody knows, let me know. Regards. Jan
How can I search workstation by user
hello, I have a question I am trying to search workstation by user name In asset/workstation we don't have the field user to search workstation by user pls help me :D
MYSQL login details
Hi, We are using ServiceDesk with default installation which includes Mysql database. What I need is to reach databases on this Mysql server. So what are the login name and password for mysql database with default installation? Thanks.
Multiple Databases on 1 server
Okay, here is the sitution, we currently use SD+ for our IT Service Centre, and now want to use it for our Finance department. Our company policy is to have app and db seperate, and I know we can only have 1 instance of the application on any server(unless this has changed) I have 2 app servers, 1 for each instance, now I want to have the database on the 1 server though, is this possible? We have MSSQL database currently and want to do same for Finance. I ask as when I go setup new instance of SD+
can not view attachments in incidents
From time to time, when I need to view attachments incident shows me the next window Download failed with error -200. The document has no problem being uploaded, the problem occurs when it needs to view the document. Servicedesk 11. Thanks Eduardo
Problem upgrading from 7018 to 7021
When I ran the upgrade it changed my secondary technician to the default technician and my default (admin) tech was made secondary and then locked out. I was able to delete that tech and add myself back in but I am still the secondary (the one that is deleteable) and my asst is now the default. ( The one that is not deletable) Hoe do I correct this problem?
Software Licensing - Assign SW to unscanned PC?
I have a couple of users who have had software purchased for them for their home PC, these PCs are not scanned and never will be. I have manually created their asset, but now need to manually input the software for auditing. Is there a way to do this through the front-end? Thanks Anthony
Survey Overview Report showing Error
Uses this query: SELECT wo.TITLE "Request Title",aau.FIRST_NAME "Requester", DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y %k:%i')"Request Created Time",ti.FIRST_NAME "Technician",DATE_FORMAT(FROM_UNIXTIME(wo.COMPLETEDTIME/1000),'%d-%m-%Y %k:%i') "Completed Time",sum(sadt.RATING) "Rating" FROM SurveyPerRequest spr INNER JOIN SurveyPerRequestExt spre ON spr.SURVEYID=spre.SURVEYID LEFT JOIN SurveyDetails sdt ON spre.SURVEYID=sdt.SURVEYID LEFT JOIN SurveyAnswers sadt ON sdt.SURANSID=sadt.SURANSID
64k email body size limitation
I realize I may have missed this somewhere in the forum, however, since the upgrade to 7011 we have many requests with email conversations where the body of the emial is converted to an html attachment and cannot be seen within the ticket itself. this is something that we need turned off as most of our support requires the full email chain to be included in the responses and we are often times working with an outside vendor that doesnt have access to the system. is there a setting somewhere or a
Import from AD not working
HI, I'm trialing 7.5 and when I try to import from AD to and a pop-up appears to select the OUs I get an UNDEFINED error. I'm running AD 2008. Can you please help? Regards,
Requestors able to close own requests
Is it possible to have requestors close their own requests? We have users asking for this ability. It would need to be communicated to technicians in a workflow procedure, but requestors would like to have this ability. Cheers, Tim
business rules
Hi, in my scenario i have several SMTP addresses on mailbox. I want to assign ticket to different group based on smtp To field. I tried to do it through business rules with no success. Please help. Thank you,
Is there an easy way to stop and start the clock?
Does ServiceDesk Plus give you the ability to start and stop the clock once a ticket is opened? We have a customer whose SLA requires us to respond to any issues and start action within 4 hours from the time the ticket is created. But if we have to call the customer and they don't reply we want to halt the clock and start it up again when they reply. So in theory it may take 24 hours of a wall clock time to get the response but leass then 4 actual hours for us to respond to the customer. Does ServiceDesk
Archiving Old Requests
Is there any way to archive old requests from within Service Desk + or do we have to use SQL to archive the requests within a given time frame? Any assistance would be appreciated. Regards
Templates inside the Description Field
I need to make different templates based on what the end user is requesting. I would prefer to perform this via the request template but that doesnt allow for us to have certain fields showing for certain request types. IN that case I have made HTML templates in the Description field per template type. This sorta works ok, but is very buggy when getting emails from SD or when end users use Firefox. How is everyone else doing this ?
ServiceDesk Plus Backup Problem
Hi, I'm having a problem with the backup feature in the Administration Tab, I have the database and Attachment checked and the size of the backup is too small, to have the attachments included in the backup. I am on version 7.0.0 Build 7018 Is there any issues in regards to this? Thanks
ID numbers jumping
Ok got a problem the support people don't seem to want or be able to help with over the last couple of weeks the ID numbers of a call raised have jumped by a still amount some have been by 200 i.e call raised ID assigned 200 next call raised sometimes minutes later id assigned 400. the support desk keeps sending me some sql to run and asks for the results select * from workorder_threaded where thd_woid>7234 i send the results and i get told the call has been merged with another call int his case
Roadmap Idea's - AdventNet, how do you handle osuggestions ?
Hello, I have suggested several additions to service desk, and have been told to add these to the Roadmap Idea suggestion page. http://roadmap.manageengine.com A lot of Roadmap Ideas have had many votes, and I have also voted on many other very good suggestions. Please tell us what is your procedure for dealing with our suggestions ? I get the feeling a lot of good old suggestions have been overlooked. Many of the suggestions in the Roadmap Idea's are very good, and simple, and still not implemented
Huge log file HELP
Hoping someone can point me to where I need to reduce the size of my log file on database server, currently is 31GB, and ultimately how to better manage, for example how to set auto deletion after 1 week or 2 weeks or some such? The file on db server is called servicedesk_log.LDF, I assume this is for SD+ I am sure I have seen in app previously where I could delete log, but for the life of me and being Monday morning can not see it? Hope help is near
Please fill the following fields -requestType ??????
Hi there, I would like to close a ticket, but it always prompts me to fill in -request Type. Every single field is filled in, and I also changed the closing rools that no field at all needs to be filled in. Even mandatory fields were reduced to a minimun and double checked that they are filled in. I cannot find such a field called -requestType. Please help, Florian
Problem with time recorded in the Due By field
When the users generate a new request the time for the "due by" field is different to the system time.
Mail fetching
Hi, I am evalution the Enterprise version of SD, i wanted to understand that the mail fetching feature of SD means the email send to helpdesk@mydomain.com will get conversted in to request automaticaly by SD and will be get added in to request list. Can you confirm my understaing is correct? if yes, then can you let me know exact step for same and how to test it? Thnaks, Vipul.
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