Date filter on custom reports
We need to generate reports for distribution that reflect which RFCs were approved during a CAB meeting, but our "date filter column" choices are limited when building reports. Is there a way to modify the filter choices? We would like to report on the "approval status" of the RFCs approved on a respective day. We'd like to do this without having to build a query report, if possible. Thank you!
Active Directory import- deleting users?
I have imported users from AD into ServiceDesk. We also have users in SD that are no longer in AD. If I do another import from AD (basically to pick up new users). It states that users will be deleted, will this be only the AD users, or will this also delete any other users I have in SD, that are not in AD?
New Install - Startup keeps looping
I just installed ServiceDesk and am running into a couple issues. During the install I specified MSSQL. I created a shell DB figuring the SD will create all the necessary tables etc. when the service attempts to start it just keeps on looping until I manually stop it. In the task bar there are many instances of the SD attempting to start. I tried to click on the �changeDBServer.bat� file. When I do I receive the message in the picture I�ve attached. Any ideas? Thanks
roadmap/new features
I recently ebnuired as to when 'tasks' in SD+ might get an overhaul to make them more useful. I was directed by servicedesk support to go to http://manageengine.adventnet.com/products/service-desk/roadmap.html this is interesting, but what would be really helpful is if this page was updated. I notice the 7.5 release is tentatively scheduled for June. However on the same line of text it says last updated 21st feb 2008 I know the SD+ guys are being asked for lots of features/fixes throught these forums,
Further report anomalies
I have scheduled reports that run at 6am on the first of every month, and I doiuble check these when I get in in the morning, which this month was the 2nd(I am the first in office, and there is no possibility of others closing requests prior to my manual reports. Here is the funny thing, between running the reports I get different figures Completed requests by priority 0600am 01-06-08 = 1215 Completed requests by priority 0912am 02-06-08 = 1258 Requests by Group 0927am 02-06-08 = 1269 See attached
Standard forms login with AD pass-through auth
Hi, I am planing on an install, where it would be nice to allow pass-through authentication to my Active directory domain. The users who will log on to the SDP website, will mostly be external users, thus there computers will not be in the same domain. Therefore I would perfer getting the "regular" form based authentication, rather that the one IE presents for login. Is there anyway to force the regular SDP login page to appear, without having to login to the domain first... I hope I made myself
ServiceDesk Plus DB
Which verison of Microsoft SQL does SDP support can I migrate from MySQL to MS SQL 2005?
Report on all changes to assets (non-IT included)
Hi all, I am evaluating ServiceDesk Plus (and AssetExplorer). We have a large number of non-IT assets, specifically CD-Radios, PDA's, etc. that we provide our courier fleet. This equipment is installed and uninstalled from vehicles as drivers start or leave the company. Or, is removed for repair. These changes occur fairly frequently. Is there a way to report on all changes to an asset such as this? My thoughts were a report that captures date and changes. For example: Asset Name = CB-Radio-1 Asset
SLA Reporting / Subscribe to a request/ticket
Hi there, I'm currently evaluation ServiceDesk Plus, and I only need few things to be clarified before I make my decision. First question: I have two groups defined and wants to know how these two groups performs every week, according to the SLA. So every monday, I would like to know how many percent of the requests/tickets was finished within the defined SLA. An example output could be like this: High SLA = 86 % Normal SLA = 100 % Low SLA = 55 % Is it possible, and how do I do this? Second question:
Report Error/Query
When I run the Report: Reports by completed requests requests>>completed requests by department I get results of all departments that have 7 or more requests closed, but the rest which is a reasonable proportion of total get calculated in the OTHERS total. Can I get all the departments shown in this report without having to trawl through the xls spreadsheet to manually determine which departments had requests closed in the calender month/period. Hope this makes sense and can be easily changed?
Auto assign Tasks
Hi Team, We have created a Request Template and added a bunch of tasks to it. We would really like it if when the request is raised using this template that the tasks are just assigned to the same technician who has the request assigned to them. Is this currently possible? If not, is it something that could be included in the future? Perhaps a check box on the template that says auto-assign tasks, as in some instances you would not want this. Cheers, Mike.
Auto Assign Tasks
Ability to auto assign tasks to the technician dealing with the request. When creating a Service Desk template you can create the tasks and tick a box to have them auto assigned to the technician that is assigned to the request.
"Remind User" Button on sent e-mail responses.
When a support technician sends a reply to a user who has raised a ticket, the user may forget or not even notice that they have had an e-mail response. I would like the option to effectively "re-send" the e-mail in the event nothing is heard from the user after a set period of time. The idea would be that when you expand a e-mail to list it's contents, a "Remind User" button would be displayed to give you the option to re-send it.
User driven ratings and comments for solutions (web2.0 features)
I thing PR of Self-service portal is headache for all IT managers. Empower it with web 2.0 features and make some gadgets to show tip-of-the-day on another web pages - on existing enterprise intranet portal. Also IT men need some statistics about how often users visit self service portal, what they search and many more (usual SEO business tasks and info). SS portal should be easy and fun to use - instead of this we'll continue to service phone-calls.
Option to modify request number limiters ## in mail subject
When mailing between two service desks, request number in mail subject, limited in same signs ##, force both SD to attach message to wrong ticket.
Advice for Query report about Response time (non-office hr)
Dear Support Recently i am working on a report about Technician Response time and Time spend on a request. And some other time related value.. Assumption : Our Operation Hour is 09:00 - 18:00 Time spent on request (wo.timespentonreq) is work fine as it is a build in value where i know there are some rule applied on the counting (Will not count on those non-office hour time) While for Actual Response Time (wo.RESPONDEDTIME - wo.CREATEDTIME) , it works fine if both happened in the same day. eg. the
Scheduled Import Requesters from Active Directory
When doing a manual AD import there is a wizard to select what to import: "Import Wizard Choose the Organizational units from which you want to import." We like this feature, and only choose OU's that include our users. We do not select OU's that contain disabled or service accounts. When we configure a daily automatic import, we do not get the wizard that allows an OU selection. Automatic import brings in everything. Which we do not want.
Need advice for Error Code - 1,211,964,867,487
Dear Support The error happened when i use the Domain Scan. FAILURE :Database exception while updating Workstation. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,211,964,867,487. I have searched through the forum and seems that you need the Support File for checking Attached the Support file for your reference. 8)
6015 --> v7 upgrade
I'm looking to upgrade from 6015 to version 7. I'm running Windows version on MS-SQL. I know there might have been some upgrade issues in the past, and wondering if the dust has settled; should this upgrade go smoothly? Looking for any feedback or advice. Thanks, Christian
Optimise tables / shrink database
Hi Having deleted a load of old requests with large attachments I want to tidy up the database and reduce its size - currently around 1.3 gb. Any advice on the correct proceedure please? Robin
Multi relation in "Used by" field
Why you didn't make Multi relation in "Used by" field? (At Asset detail, relation tab). I think it's common situation when one asset used by several users or departments or both. Do you plan to implement it?
Easy way to turn on/off business rules
It would be nice to have radio buttons to allow an easy on/off function of business rules. Some rules I may wish to turn off for periods of time and this would make it easy to do so without having to delete the rule, then recreate the rule a few weeks/months later.
Integration with SCP
Integration among SCP and SDP. For example... My customer have a SDP and he received a request, so it will be great if he could send this request to Inspirit SupportCenter. So, when Inspirit close this request in SCP, the respective will be closed in SDP.
Business Rules criteria
I wanting to put multiple required items in a "Description contains". If I add more than 1, it is changed to an "or" instead of an "and". Is there a way to get around this. Currently "Description contains" "VPN Down" or "45.70.99.29" Would like "Description contains" "VPN Down" and "45.70.99.29" Thanks Chuck
Enterprise Software Licensing
When I create a license for an Enterprise software, for instance 250 count, but it has just one license key, it creates 250 entries of that license, each with a number at the end such as below and in my attachment. Microsoft Office Professional Edition 2003-3288 Microsoft Office Professional Edition 2003-3289 Microsoft Office Professional Edition 2003-3290 etc. until it lists an entry for all 250. If they are an enterprise license, it's just one license. Having it listed 250 times (or however many)
Error when deleting Workstations in SD7.015
When I try to delete some obsolete workstations in SD 7.015 I receive this error FAILURE :Problem while deleting workstations. Please report the problem to the system administrator, with the Error Code - 1.212.060.311.054. What might be the problem?? regards
Preventitive Maintenance Tasks - Broken V 7.0 Build 7015
I get this error after I try creating a new PM task and click "save". FAILURE :Error occured while trying to save Preventive Maintenance Task Please report the problem to the system administrator, with the Error Code - 1,212,012,536,960. X Your SDP Version : 7.0.0 Build 7015 Latest Version : 7.0.0 Build 7015 [ Details ]
Cannot Restore Database
Hi Support, I 'm having a problem in restoring my backup file of Service Desk Plus 7. Backup File from: OS: Windows 2003 Version: 7 Build: 7013 Restore to: OS: Windows XP Version: 7 Build: 7013 Please Help! See attached file.
Business Rules on Site are not working in SDP
Business Rules are not working when the rule is configured to look at the 'Site' option. I have assigned 'Site' to each department and each user has been included in the relevant site. It is also possible to run the run base on Region? Anyone else see this or have tested this?
Cancelling a running scan
Is there a way to stop a currently running scheduled scan? Had a scheduled domain scan kick off earlier and I need to stop it, if I look in Asset Management - Windows Domain Scan it tels me the scan is in progress but there does not seem to be a way of stopping it. Have bounced the box SDPlus is running on but the scan just recommences after the reboot
E-mail to 3rd parties
Can ServiceDesk send e-mail to 3rd parties? Whenever someone external to our domain submits a fault, an e-mail address is entered against the request, but no e-mail notification is despatched. Similarly, any attempts to e-mail people not on the domain results in a failure.
Importing users from ADAM
Hi, I have a scenario where I have to import users, and enable pass-through authentication to a ADAM (Active Directory Application Mode) server. Does anybody have experience with this? Kind regards, Rasmus
copy people in request
i need a way to have the user be able to carbon copy random people "non technicians, like their boss" in request they send
Error scanning workstation - Multiple NICs and Memory..
I have 1 workstation which is refusing to scan now, giving me the error message Please report the problem to the system administrator, with the Error Code - 1,211,620,222,732. Of special note about the workstation is it is currently reporting approx 332 memory slots and 100+ network cards installed. The memory is just repeats of the real installed, so a system rom and 2 Dimms, repeated over and over again. The NIC is the same MAC address and IP over and over again. Will it be simply (!!!) a case
manageEngine service continually shuts down
On my Test environment I have just restored the latest backup copy form Production, however now when I go to start the service in my Test environment, it runs through the process, then when I refresh services it shows as stopped, I have changed the properties of the service to manual, automatic and even disabled and re-enabled with no luck?? I have just restarted the machine, but still no luck. Help me
Rename standard change?
At my company, only one type of change does not require manager approval, and we call it "production down". The "standard" change type in SD+ does not require approval, which is a bit of a problem for us. Is ther a way to modify the database to change the name "standard" to "production down"?
Strange behavior - change approval
I'm wondering if anyone else is experiencing this behavior - if you approve a change, a pop-up box allows you to record details for the approval, and a save button lets you save the approval. However, this box does not disappear after saving, although the details *are* recorded. If you close the box manually, the change approval tab does not show it being approved until the page is refreshed. Is this by design?
Can�t use @ in description field Servicedesk7.0.0 Build 7015
I have found a bug in Servicedesk 7.0.0 Build 7015. I can�t use @ in description field of a new case. The result is all typed text are bolded and a size of 30-40. Help us fix the bug, I hope in next Build! / Robert Sweden
User cannot see submitted requests
I have a user who cannot see the requests that he has logged in ServiceDesk Plus (v7.0.0, Build 7015). He is using his AD account as login. He receives all updates pertaining to his requests, but when he logs in, it shows 0 in all categories and he cannot look at the status of any pending requests. Any ideas?
Left hand arrowheads in notes are wrongly interpreted
Hi guys. We have asked for this to be fixed before, there appears to be a problem if you have a "<" in the notes filed. Anything on that line is not shown, this is causing a problem. A report from an email checking programme which contains < and > only shows the lines (and parts of lines) with > even though when you go to edit the note the < are plainly there. So in the following clip from a report the lines in red do not show on the notes when viewed in the job/request but do when you edit the note.
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