Custom Report
Looking for a script to run a custom report that would give me the last login info of a computer as well as the IP and/or the computer name
Unable to delete an Administrator
I have been trying for the longest to delete an Administrator who is no longer part of our company. However, wheneverI do that, I got the error message " FAILURE :Error occurred while deleting technician Please report the problem to the system administrator, with the Error Code - 1,208,783,104,468. " Customer Service have not been able to help after 3 calls Can anyone help me? I'm also an administrator with full rights. Thanks!
Resource Tag & Assets Tag - What has happened here in SD
We used the Asset Tag in SDP 6.0 to assign our unique Asset numbers, these appear to have been imported into SDP 7.0 as Resource Tag, however. - Columns in view doesn't have this as a choice - Reports in Custom Reports for Resources lists "Asset Tag" as a choice only but doesn't return the correct value, it gives the scanned "Resource Tag" only, not the entered value from Assets in SDP 6.0. There is no choice available for "Resource Tag" We really need these two columns to be independant and accessible.
Down Down Lists Closing IE
I'm having an issue with the unpopulated drop down lists in SD+ closing my ie window down. I figure its some issue between ie and java and not SD but its starting to really tick me off... Basically on all the drop down lists with values in it works fine. But the second i try to access a drop down list without a value ie simply closes down, no matter how far through a ticket i am. On our SD+ we remove as much info for the user as possible and some fields you cannot. I have a completely new HP 8150w
Build 7012 Released
A hotfix (version 7012) has been released. This hotfix is applicable for 7000 to 7011 builds only and is available at http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_12_0.ppm Issues fixed in this Service Pack : 1. Sorting of users / departments not in the alphabetical order when assigning users to assets has been fixed. 2. 'Location' field not available when adding/editing Workstation has been fixed. 3. If department with same name exists
View others requests
Hi - can anybody help with how we set requesters to view other requesters tickets, i.e. a manager can view his teams requests Thanks
Requester's Default Screen
I would like to set the users' logins so that instead of opening at the Home tab on their main page, it automatically opens to the Requests tab. Is there any way to customize this?
Import from CSV
Hi, I'm running ServiceDesk 7011 version. I cannot import the new accounts to SD from a CSV file anymore. It worked when I was running the old version 6003. Very appreciated if someone can help.
Email the end users??
We are eval'ing this product and i had a stupid question that i cant seem to get working. We a tech updates the ticket. With a note or a Work Log entry. Can the ticket summry be sent to the end user so the end user can see the latest actions for his/her ticket? Also...when the client gets the ticket via an email and hits "Reply" will the ticket get updated with his/her comments and the tech assigned be notified also? Thanks. Matt
Import of ticket data from old system?
We are migrating ro SD+ from an old helpdesk software. Has anyone had success importing tiket data from an old system? There does not seem to be an import tool for ticket data. I also contacted Support, and they were going to get me something in 3 weeks, and that deadline is approaching very fast. I'm getting under a bit of time crunch, and would be willing to import things myself (from CSV or other) if I had the tools...
Import printers via CSV not correct
Hi, i want to import all our printers via a CSV file into the Assets management. Import is ok, and i can find the printer via the search option. But I cannot see the printers in the Printers folders of the Assets. What do I wrong? The field Asset Type is mapped t a field with the text "Printer" Please help!! :?:
Wrong ServiceTag?
When I scan a specific notebook into the system it's coming up with a service tag that is dissimilar to what it should. It is also showing the wrong model. I was under the impression that it pulls the data from the bios, and Windows on the PC tells me the correct model, but Servicedesk Plus shows an incorrect model and service tag. The computer name and IP are correct. I am sure it is scanning the right machine, but it's getting the wrong information. Is there any reason this should happen?
Domain scan config / ad authentication issue
I've noticed that the Domain Controller per domain set up in the domain scan configuration is the same DC used to authenticate the users signing in to Servicedesk (v7 build 7012). I had an issue where a DC was taken offline (not in my domain) and we were not aware of it and users could not sign in. I changed the config to look at another DC in the affected domain and all was well once more. My question: is it possible to configure SDP to look at more than one DC per domain, or would a 'round robin'
Possibility to extract solutions in the report module
Please help me what script do I need to extract the resolution of each ticket.
changing the requester for a request
Is the changing the requester for a request feature avaliable ? are we gonna have this soon? Thanks.
Directly Assigning SLA to Requests
I want to directly assign SLA's to new requests, but it seems the only way I can do this is to create a priority or level, and have an IF statement within the SLA. It seems daft that I can't just select the SLAs from an SLA drop-down list within each request.
Requester's Department and Company columns in the Requests View
For example: The customer has a big extension of local area. So, when a technician is allocated for any place in this area of the customer, other technician checks if there is any other request in that area. If exist, this request is assigned to this technician and he did not waste time returning to his department and then need back to the same place. The number of requests is too high and the technicians would not be able to open request by request to find another request made by the same department
Help With a Query Report
Hi Guys, I got the following MS SQL report off the forums about being How Long Until A Call was Picked Up: select wo.WORKORDERID 'Request Id', wo.TITLE 'Subject', au.FIRST_NAME 'Requester', au1.FIRST_NAME 'Technician', dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') 'Created date/time', dateadd(s,wos.ASSIGNEDTIME/1000,'01-01-1970') 'Assigned Time', (wos.ASSIGNEDTIME - wo.CREATEDTIME)/3600000 'Time taken to assign (mins)' from WorkOrder wo left join WorkOrderStates wos on wo.WORKORDERID=wos.WORKORDERID
Problem with some special character � � � � ...
Is it normal that when an user have one of this special character(�, �, �, �, ...) on his password, he can't log into the SDP application?? We are located in France and these caracters are used often, what is the best solution to me?? Is thre a patch for this??, Thanks
Kindly select an Asset
I searched the forum for this but couldn't find it. We have added a number of assets and when we try to amend the asset details a few days later (i.e. not at the time of the original entry), say to add an Acquisition Date, or a vendor name a box pops up and says "Kindly select an Asset" and it will not save the newly entered details.
HELP needed, upgrade problems.
We have recently upgraded to HD 7 and we can't find the report that would allow to display list of computers that would be filtered by their IP addresses. Where can we find that feature again? It is very important and it impacts our business. Thanks for any help.
CAN I IMPORT A XLS
IS IT POSSIBLE TO IMPORT AN EXCEL FILE TO ASSIGN NEW ASSETS TO WORKSTATIONS.
can i add more status to task??
is it possible to add more status to tasks in requests and cr?? currently there is just open and closed. can i add more than that like on hold and so on??
Weird behavior after switching to SSL
So I found several posts on these forums about implementing SSL using a 3rd party cert and have that working. However, now anytime you boot the server or restart the service, the initial splash screen (the one that shows the progress of SD+ loading) never goes away. The blue progress bar gets to about 90% and the words "Application Layer Started" are displayed. After a few seconds is starts appending periods to those words and continues doing so indefinitely. Now everything appears to be working
Broken link to "embedded" images in mail messages
There is a problem displaying "embedded" images in the mail message. It's a broken link to "embedded" images in the requests when forwarding or replying the message. The receipients recieves the message w/o images in the text. For example, there is an HTML code in the message, that I recieved into my mailbox: src="*inlineimages*WorkOrder*1*0.jpg". To view this picture in my mail client, i think, it must equals something like this: src="htp:**servername.domain*inlineimages*WorkOrder*1*0.jpg" Note:
Problem with reports
Our company is evaluating Service Desk Plus 7.0.0 Build 7012 and we are having a sort of problem with customizing reports. Seems like this feature works correctly only with English Display language set. I change Display language to Russian, then click on Reports tab, select �Reports by SLA Violated requests� at Report Folders, click on �SLA Violated requests by Group� link, push the Edit button and then push the Next button at the Display Columns screen. Once I get to the Filter screen I am able
Notification Problems
For some reason, SDP decided to stop sending out notifications to users/technicians yesterday. I managed to get it working again by rebooting the server, but that was only a temporary fix. Today, it will send out notifications of additions of notes will go through (if you tick the second box when creating a note), but will still not notify anyone that a new request has been created or closed. We have ran a test - sending an email from our server using telnet - that was delivered fine so it is definately
FacilitiesDesk ServicePack and HotFix
Dear ServiceDesk customers, Here is yet another update from FacilitiesDesk.... The HotFix for FacilitiesDesk (Build No.4001) over FacilitiesDesk 4 is released. This hotfix build can be applied over build number 4000. Following are the Issues fixed in this Hot fix: * In the Purchase Order feature the issues in E-mailing the Owner and the vendor are fixed. * Also the approval cycle issue is fixed in the Purchase Order functionality. * Yet another resolved issue in Purchase Order is that now the user
can i add more status to task??
is it possible to add more status to tasks in requests and cr?? currently there is just open and closed. can i add more than that like on hold and so on??
"Asset Serial Number" field cleared after 7 upgrad
Hello, I was keeping all the serial numbers for purchased software in the �Asset Serial No� field under Asset Summary. After upgrading to version 7, all the entered software names have transferred across to software under version 7 however I have last all the licence details as this field seems to have disappeared. Where has this field gone and how do I get all my licence numbers back?
single sign on problem
Hi, I have a problem that the technician can't see the picture when he click on the direct link in the assignment email, pls refer to attachment. Besides, the assignment email is not able to show the picture from 2 of our technicians. The login window prompts like attached. We are using Lotus Notes. Thanks all. regards, Wingo
unable to shut down service desk on linux....
hi,, the service desk plus was unable to shut down on linux any help tnx!!!!!!!!!!!!!!!!
Front-end / Back-end setup?
What's the best way to set-up SDP for use in a front-end / back-end environment? Can you set-up a server on a DMZ that acts like a front-end server for external users to access that then talks back to a back-end server on the private lan? We currently run SDP internally but we are about to open a new office and that office will not have secure access to our network, so what we are looking at is the ability for these users to access SDP via the Internet, (just as like a webmail server)
Asset update scan error
When I open an asset and start rescan workstation... its give an error How can I update my assets ? Version : 7.0.0 Build 7012 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 - 1,208,865,477,137.
view all conversation in requests doesnot show all emails
i dont know if anyone is facing this problem... it happens at random so no idea how to recreate this problem as well. when a technician replies to a request using the 'Reply' button in the request template, the email does not show in 'View All conversations', but if i go to the email account for ithelpdesk i can find the mail there in sent items. for some reasons, it doesnot reflect in the call logged itself. no idea y it happens, and it happens at random, not that all emails are not being logged.
Cannot do Custom View with Unassigned tickets displayed
I have the following custom view set up: Group is : "Network and Database Services - 3rd Line" and Request Status is not: "Closed" and Technician is not: "Joe Bloggs" as soon as you enter any Technician infomation, you loose not only "Joe Bloggs" but all unassigned tickets in the group too... any idea on this? I really need to sort this new group out asap. cheers
Cannot add additional asset field - Doesn't save changes!
I wanted to add an additional field in the asset portion of SDP for "IP Address." When I type it in and hit save, I get no confirmation. The text will remain there until I click away at which point is disappears. Any ideas? I currently only have 5 other additional fields: - Service Tag # - Express Service Code - Location - Sim Card # - Phone # Thanks guys.
Lack of support... need to clean up MySQL Database
I have attemtpted to put in a support request, sent an e-mail, and called and have been told that they would call me back with no luck... I need to clean up the SQL database for SDP. We just want to get rid of the empty SQL entries from asset imports that were imported wrong. AssetID's are now almost into the 100,000's and there are only really about 20 assets imported. Can anyone provide any help? Thanks! Jonathan SUSD
HD 7 missing Network report by IP
We have recently upgraded to HD 7 and I can't find the report that would allow to display list of computers filtered by their IP addresses. How do I find that feature?
Exception while trying to send notification to the request.
I am using SD build 7008. I looked under System Log Viewer and saw lots of "Exception while trying to send notification to the request, module Helpdesk" error message. The message doesn't say what request caused the problem. And I didn't see any major problems in SD. Requesters and technician get notifications as expected. Does anyone have any ideas? Thanks
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