Please help Custom Report loops
Can someone help me with this query? I built in the report module. The app should not let this occur (IMHO) The report loops through several times for each instance SELECT ti.FIRST_NAME "Technician",wot.THD_WOID "Request ID",spre.COMMENTS "Comments",sadt.ANSVALUES "Rating",wo.CREATEDTIME "Request Created Time",wo.RESPONDEDTIME "Responded Date",wo.COMPLETEDTIME "Completed Time",mdd.MODENAME "Request Mode" FROM SurveyPerRequest spr INNER JOIN SurveyPerRequestExt spre ON spr.SURVEYID=spre.SURVEYID LEFT
Open Web Link in New Window
When creating an announcement you have the ability to add a Web Link, the problem is when you click on the link it will open the URL in that window. Would like to see when you click on the "Add Web Link" that you can have the option to open in new window.
Cost handling
Is there any possibility to hide the "Costs" tab from technitians and only show it to administrators? Thanks
SLA Violated requests by Priority
I am running the ""SLA Violated requests by Priority "" report in SD+7008, and am not returning results for all my Priorities, I have 5 priorities with P1 being most urgent and P5 being least urgent, now when I run the SLA violated requests by priority report it only shows P1-P4 Why is this so?? Likewise none of my P5 requests(least urgent) show up with a due by date(as can be seen in doco attached) Hope this makes sense?
Approval schema question
I'm trying to write a custom query to retrieve all changes where all CAB members have recommended the change. Example: select distinct cd.changeid 'Id', cd.title 'Title', cd.description 'Description' from approvaldetails ad inner join apprstagetochange astc on ad.approval_stageid = astc.approval_stageid inner join changedetails cd on astc.changeid = cd.changeid where not exists (select 1 from approvaldetails ad2 where ad.approval_stageid = ad2.approval_stageid and ad2.statusid in (1,3)) and cd.appr_statusid
Temp disable technician
Is it possible to disable a technician so that he is not assigned any requests while he/she were on holiday periods ? Thanks in advance
ServiceDesk will not start
ServiceDesk will not start since last Friday. Im on Windows Server 2003. run.bat throws "Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details." Im pretty sure its a SQL problem. i tried restoring to a backup, restarting server, and a couple other suggestions from the forum. No matter what i do, i cant get past this error (from the SDP logs): [13:02:16:785]|[06-20-2008]|[com.adventnet.db.adapter.mysql.MysqlDBAdapter]|[SEVERE]|[10]|: Exception while creating
Sub Categories on Email Message Templates
I am trying to customise email messages sent to technicians to include sub categories, however i do not see Sub Categories in the database fields is it possible to include this within email notifications. Our Service Desk version is 7.0.0 Build 7011
Custom Reporting -- hotlinks
Is there an easy way to write a report using a custom query with hotlinks to other areas of the system? I've tried getting the query to output the appropriate anchor tag in its select, but the output seems to be sanitized. Example: SELECT chdt.CHANGEID 'Change ID',chdt.TITLE 'Title' FROM ChangeDetails chdt inner join apprstagetochange astc on chdt.changeid =astc.changeid inner join approvaldetails ad on astc.approval_stageid = ad.approval_stageid where statusid = 1 I'd like the changeid to hotlink
HotFix 7016 Released
Dear Users, Hotfix (version 7016) has been released. This hotfix is applicable for 7000 to 7015 builds only and is available at the below link. http://manageengine.adventnet.com/products/service-desk/service-packs.html http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_16_0.ppm Enhancement: 1. Integration of enhanced Purchase Order Module. a. New Features: a) Two tax rates (Sales Tax, Additional Tax) for a single Purchase Order. b) History
7017 Update
We have just updated SD to version 7017, no errors encountered during the install process. Upon trying to run the "Run.bat" to start the server back up, the cmd prompt window displays a "failure" under Servicedesk, then the window crashes. We cannot uninstall this update as the update manager says that an uninstall in not available. Please assist with this problem Immediately as we cannot afford this downtime.
Business Rules by e-mail address
I currently have a setup where the service desk account collects e-mail sent to itsupport@domain.com and files it in the IT Support group. What I want to do is add a second e-mail address to the service desk account and then setup a business rule so that if To is rfc@domain.com then the e-mail is put into the group Change Control. However, experiments thus far result in all the e-mail being put into IT Support, regardless of which e-mail address i used.
Maintenance Schedule
Hi, Is it possible to have a maintenance schedule to set to the 1st wednesday every month? Currently the monthly bases only allows for a date but not a weekday. Any help on this? Thanks!
"Request - Additional Fields" should be available as Actions under "Helpdesk - Business Rules".
Make "Request - Additional Fields" configurable so that they can be available in the dropdown "Actions" menu under "Helpdesk - Business Rules".
Snmp - Switch discovery
Hi Guys I am currently testing your Service Desk Plus software. Great software. The only issue I have is that I cant retrieve any information from switches. I'm not sure if its possible with this product. I am recieving an RPC error and i would have thought it would use SNPM withthe public string. Hope you can help as its the thing I cant do with service desk. Many thanks Grege
Reporting on Changes including IT Services
I would like to be able to display the IT Services against a change in a report or at least use the IT Services as part of a filter. Can this be done?
Software Query
I am trying to set up a new query but with no luck. I need it to find all the computers that have specific software on them. Can someone help? It should be like this Software 1 | Software 2 | Software 3 | etc User1 User 2 User 3 etc. The user I am hoping can be pulled from the person the asset is assigned to if not it can just be the computer name if that is easier. Thanks
Mail Fetching
Hello, I am new in fact I am trying to setup the demo still to show off. I am trying to setup mail fetching and it is not working at all. Nothing is ever created. We are running Exchange 2003 as our mail server and I have tried mapi and pop and on both I get an error of "FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox." What am I doing wrong? I have created a support file but it is to big to attach.
view scanned software by domain
Hi We have a different domain set up in active directory for each geographical office/location in our organisation. Each site is responsible for their own software license management. Is there a way to view scanned software by domain? Regards Tim
attatchment size limit?
we are having some problems during mail pickup. It seems that SDP will not pickup an email if the attachment is greater than 10MB. Can someone show me where to change this. our internal limits are higher and sometimes (I would say 30%) the attachments can get much larger than 10MB
Upgrade to 7017 Failing
I'm upgrading from 7010 to 7017 and get the following error. please advise asap. INFO: Problem during installation of patch com.adventnet.persistence.DataAccessException: SQLException occured while retrie ving rows that are to be deleted from the table RecentItems at com.adventnet.persistence.DeleteUtil.fetchRows(DeleteUtil.java:525) at com.adventnet.persistence.DeleteUtil.deleteData(DeleteUtil.java:343) at com.adventnet.persistence.DeleteUtil.delete(DeleteUtil.java:149) at com.adventnet.persistence.DataAccess.delete(DataAccess.java:887)
Delete attachment from a solution
Anyone know how to delete an attachment from a solution?
Cannot enter a technician (myself) as an Administrator
I am logging into SD+ as the domain admin and setting up the technicians. I set up myself with my ID and a password then select to my my account and administrator. When I log in as myself I cannot see any open tickets nor do I see the administration tabs at the top. I have deleted myself out of the requestors list and removed the account many times. Any ideas? Jim R
Add helpdesk tickets under my technician account
I would like the ability to enter new helpdesk tickets under my technician account for another technician and be able to track those tickets from within my technician account.
Request Template with Tasks
Hi Is it possible to create a request template that includes multiple tasks in it. This is useful for re-occuring jobs where there are multiple steps. Regards Mike
Denying Access
How do we restrict call reverting access from technician login in service desk.
MAC Forms
Hi Team, I would love to see a function for MAC forms (Moves, Adds, Changes). Admins will need the ability to create the form (fully customizable interface). Once form is created then all Requesters can submit MAC's for approval. Approval needs to be given by a manager that has the permission within SD+. Once approved a Request is generated for the Requester. If the MAC is not approved then the manager is required to enter a reason why. An email notification is sent to the requester. If the MAC remains
TROUBLE DELETING OLD-CLOSED PURCHASE ORDERS
Hi Guys, I have about 50 old purchase orders, that are closed. I tried deleting them an the system blocked me, informing me that the said PO is in use by another module. When I open the Po and verify if there is an asset associated, there isnt any. I would like to delete all the PO's and start fresh since I havent used the module in a long time, and now with the new features, I would like to start. Any ideas? Regards, Paul
Upgrade to SD6 from 5507 Failing
My upgrade to version 6 keeps failing and rolling back... anyone have any pointers here? <SNIP> Modifying Table = RelatedSolutions, Column = SOLUTIONID bigint(19) NOT NULL defa ult '0' Modifying Table = RelatedSolutions, Column = OTHERSOLUTION bigint(19) NOT NULL d efault '0' Modifying Table = ReportSubModules, Column = CRITERIA varchar(250) NOT NULL defa ult '' Modifying Table = Announcement, Column = CREATEDDATE bigint(19) NOT NULL default '0' Modifying Table = Announcement, Column = USERID bigint(19)
7017 Bug - Tickets set as resolved
We have been having an issue with tickets set as resolved. Seems like this query also hangs our MSSQL server: SELECT WorkOrder.WORKORDERID,WorkOrder.REQUESTERID,WorkOrder.CREATEDBYID,WorkOrder.CREATEDTIME,WorkOrder.RESPONDEDTIME,WorkOrder.DUEBYTIME,WorkOrder.COMPLETEDTIME,WorkOrder.TIMESPENTONREQ,WorkOrder.TITLE,WorkOrder.DESCRIPTION,WorkOrder.MODEID,WorkOrder.SLAID,WorkOrder.WORKSTATIONID,WorkOrder.DEPTID,WorkOrder.SITEID,WorkOrder.AUTOCLOSETIME,WorkOrder.CLOSEAUTHKEY,WorkOrder.TEMPLATEID,WorkOrder.ISPARENT,WorkOrderStates.WORKORDERID,WorkOrderStates.CATEGORYID,WorkOrderStates.SUBCATEGORYID,WorkOrderStates.ITEMID,WorkOrderStates.OWNERID,WorkOrderStates.ASSIGNEDTIME,WorkOrderStates.STATUSID,WorkOrderStates.PRIORITYID,WorkOrderStates.LEVELID,WorkOrderStates.ISOVERDUE,WorkOrderStates.ISESCALATED,WorkOrderStates.ISREAD,WorkOrderStates.SHOWNOTESTOTECH,WorkOrderStates.NOTIFICATIONSTATUS,WorkOrderStates.REQAPPROVAL,WorkOrderStates.APPR_STATUSID,WorkOrderStates.IMPACTID,WorkOrderStates.IMPACTDETAILS,WorkOrderStates.URGENCYID,WorkOrderStates.REQUESTTYPEID,WorkOrderStates.REOPENED,WorkOrderStates.CLOSEACCEPTED,WorkOrderStates.CLOSE_COMMENTS,WorkOrder_Fields.WORKORDERID,WorkOrder_Fields.UDF_LONG1,WorkOrder_Fields.UDF_LONG2,WorkOrder_Fields.UDF_CHAR1,WorkOrder_Fields.UDF_CHAR2,WorkOrder_Fields.UDF_CHAR3,WorkOrder_Fields.UDF_CHAR4,WorkOrder_Fields.UDF_CHAR5,WorkOrder_Fields.UDF_CHAR6,WorkOrder_Fields.UDF_DATE1,WorkOrder_Fields.UDF_DATE2,WorkOrder_Fields.UDF_LONG3,WorkOrder_Fields.UDF_LONG4,WorkOrder_Fields.UDF_CHAR7,WorkOrder_Fields.UDF_CHAR8,WorkOrder_Fields.UDF_CHAR9,WorkOrder_Fields.UDF_CHAR10,WorkOrder_Fields.UDF_CHAR11,WorkOrder_Fields.UDF_CHAR12,WorkOrder_Fields.UDF_DATE3,WorkOrder_Fields.UDF_DATE4,RequestResolution.REQUESTID,RequestResolution.RESOLUTION,RequestResolution.LASTUPDATEDTIME,RequestResolver.REQUESTID,RequestResolver.TECHNICIANID,WorkOrder_Threaded.THD_WOID,WorkOrder_Threaded.WORKORDERID,WorkOrder_Queue.WORKORDERID,WorkOrder_Queue.QUEUEID,WorkOrder_Queue.CREATEDTIME,WorkOrder_Queue.ISESCALATED,RequestCharges.REQUESTCHARGEID,RequestCharges.WORKORDERID,RequestCharges.OWNERID,RequestCharges.DESCRIPTION,RequestCharges.HH2COMPLETEREQUEST,RequestCharges.MM2COMPLETEREQUEST,RequestCharges.AMOUNT,RequestCharges.DATETIME,RequestCharges.EXECUTEDTIME,WorkOrderToDescription.WORKORDERID,WorkOrderToDescription.FULLDESCRIPTION
7017 PO Module
I am entering the cost centres, but cannot have a technician as an owner - I am a technician + the manager so authorise the spend. I can however choose a different user as the owner, then edit the cost centre and put myself in as the owner. Thanks, Anthony
Uninstall in UpdateManager.bat
When trying to roll back ServiceDesk to a previous version, there is a button in UpdateManager.bat called "UNINSTALL" When we try to use that button, we get an error message saying something to the affect of that feature is not supported. Given the problems AdventNet has overlooked with SD+ service packs 7014 (email attachments) and 7016 (EDIT features), we need to be able to use the UNINSTALL feature to roll back our ServiceDesk install to a previous version. When will the UNINSTALL feature be supported
Create New Email Notice
I would like to create an additional email rule that will alert the technicians listed inside the technician field when a ticket has been closed. There is the option to notify when new tickets are submitted but i would like everyone to be informed when a ticket has been closed so they dont have to constantly monitor the SD site.
setting up new tickets
I've got a 30 day trial for ServiceDesk Plus and I'm wondering if the software can monitor more than 1 email address. We'd like to set it up so that if someone sends and email to help@mydomain.com it goes to a certain group and if they send an email to admins@mydomain.com it goes to another group. Is this possible?
Mail to the Requester form
hi, is it possible to customize the Mail to the Requester form ? i would like it to generate more information on replying. bernard.
Choosing Items in PO from a specific vendor
Is there anyway to limit the amount of items that show up from a specific vendor. For instance with the new PO module (7017) when i select one of our vendor we have over 250 items listed for them another which we have not created a PO for yet has over 800. this makes the PO creation a difficult thing and unmanagable. Is there anyway to change it back. I really do hate the new way to pick items.
List of Enhancements / Issues fixed in 7016 hotfix
Hi, Following are the list of Enhancements / Issues which will be rolled into the next hotfix 7016. ( scheduled by next week ). And sorry for making you wait for this list. Next time we will post the list timely.. Enhancement: 1. Integration of enhanced Purchase Order Module. a. Two tax rates (Sales Tax, Additional Tax) for a single Purchase Order. b. History of Purchase Order changes. c. Additional fields in Purchase Order. d. Attachments to Purchase Order. e. Bill to and ship to address provided
Rules-based notifications
Notifications should be sent based on a set of granular rules, much like the business rules interface. As an example, one should be able to create a rule to send a notification when the "status" field of a change is set to "work in progress" so that the on-call team is aware of the potential impact.
Unable to resolve DCOM access denied with any listed fixes
"Either access denied for the user or the remote DCOM option" I am successfully scanning 150 workstations. I have 1 that will not scan. It has never scanned. I have checked everything I can find in the forums, online help, and microsoft's knowledge bases. I would like to know if there are any new, unique things I can try.
Workstation Bios table/field name
How do I reference the Workstation Bios field in a query. The schema picture is not detailed enough, and I cannot find a canned report that includes it.
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