SQL Query for escallations
Hi, I'm looking for where escallations are stored in the database for incidents. We have escallations setup for our incidents (level 1 and 2). Our servicedesk get an escallation email when it is time to remind the technician of an incident about to run out of time. The servicedesk personell make a note of this conversation with the tech in the incident. I know how to find the notes but I would like to match it with the sent escallation to see that the process actually is used. What I mean is
ServiceDesk Plus 9015 Released
Dear Users, SDP 9015 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9015 SDF-55868 : "Asset State" and "Expiry Date" filters added in Summary report section. Issues Fixed in 9015 SD-57144 : Problem in upgrading from 9013 to 9014 for the mysql DB has been fixed. SD-56615 : Software version column is not available in installation list view in software details page. SD-56037 : License name is missing in
Requests page defaul on login
Can we set the Requests tab to default when we login (instead of Home tab)?
Servicedesk pro start up issues - application layer...................
Hello, We've been evaluating servicedesk pro for awhile now and I've not had any problems until today. When I attempted to start servicedesk up this morning after a reboot I sat there for 15 minutes while the Application layer tried to load. I've been through the google machine regarding this issue and I know its not my sql connection and I cannot find anything in the logs that point to the problem. Below is the screen shot of run.bat and I've also got the serverout0.txt or any other logs you
Service Desk Plus - Dynamically grouping computers using IP address
Hi All, I am trying to dynamically group PCs based on the first 2 octets of the IP address of the machine. When I create the group in SDP and select "IP" + "begins with" the system will only show PCs if I use the first octet ONLY. When I add the second octet no machines are displayed (Yes there are machines with that IP range in the system) e.g. 10.5. Is this how the system is intended work? Our machines are grouped per floor by IP range i.e. 5th = 10.5.x.x. Is there anyway of doing this using
Setting Default Columns in Requester's "Requests" tab
Hello, We are wanting to set default columns for every user to see when they go to the "requests" tab of their service desk. There are a few options, such as "due by date", that we do not want to be automatically shown to the user. Honestly it would be preferred if they could not see it at all. Is there a way to set which columns the requests can see when they go to their Requests tab? Thank you.
Passing information into a new ticket
I am trying to create a link that will pass variables to a new ticket. Functionality wise, I'd like it to mimic the Quick Create as if somebody typed in data into the Description and then pressed Add More Details Is something like this possible?
Update Subcategory and old records
Hi. Recently we changed our subcategories, How can we set the new subcategories to the old records (Incident/Request)?
Cannot see PO associated assets.
Hi We're having an issue where a certain technician account cannot see a PO's associated assets, the table appears blank. We can search for the asset and see the link to the PO is present and other accounts do not experience this? We have tried numerous computers, the issue follows the user. 9.0 Build 9012 thanks in advance
Requester Details
Use the query below to generate the report, to list the requester details in ServiceDesk Plus. SELECT AaaUser.FIRST_NAME "User NAme",AaaContactInfo.EMAILID "Email", AaaContactInfo.LANDLINE "Phone", SDUser.EMPLOYEEID "Employee ID",SDUser.JOBTITLE "Job Title",AaaLogin.NAME "Login Name", dept.DEPTNAME "Department", sdo.NAME "Site",AaaLogin.DOMAINNAME "Domain Name" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID LEFT JOIN AaaUserContactInfo ON AaaUser.USER_ID=AaaUserContactInfo.USER_ID
Ticket Reassignment notification
Is there a way to Notify the technician if the ticket is reassigned ? Currently when a ticket is auto assigned, the technician gets the email, but if the admin reassigns the ticket to another technician the second one doesn't get any notifications
Private Reports of other users
Hi, is there a way to see reports of other users? I'm administrator and want to see all reports even when they are marked as 'private' by the user. Cheers, Per
SDPlus 9006 Search Error (SD-55271)
Hello Support team, I have a error when i want search the catalog. You can see the screen shot on the attachment. It happens after the version upgrade. I am using SDPlus 9006. I need your help for this issue. SD-55271 : While searching the request template, the request template which are associated to the user groups are not listed has been fixed. Best Regards
tech cannot create and assign ticket to herself
One of my techs cannot create and assign a ticket to herself. She gets an error "You cannot create a request for this user, the user belongs to a site for which you do not have access" We are not using sites. I have checked the support group and it is set to allow user to view all tickets I compared the tech account to other accounts for other techs and all seems to be set up the same. Can someone offer some advise to figure this out?
Issue with SDP Patch 9.0.14
After updating to 9.0.14 the SDP webpage would not load. A white screen would only show. We're reverting to a checkpoint on the VM to restore functionality with 9.0.12 installed. Will work with support once I patch again and give log files.
issue with remote control (agent) that has multiple monitor
as the subject says. SDP version 8.2.0 Build 8217 Agent Version: 1.0.15 client's monitor has the following setup: 2 monitors, the right-side monitor as the primary when connecting to the client above, I can only see the primary monitor (his right-side) but if I move/click the mouse etc, the other person sees the mouse interacts on his left-side monitor. (so I'm not clicking what I thought I'm clicking) Another case, still with 2 monitors, this time the primary monitor is on his left-side. when connecting,
Fail to upgrade ServiceDesk 8217 to 9
Hi, Im trying to upgrade my SD+ build 8217 to 9 using the following ppm file: ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0.ppm But after the backup, Im getting this error: SD+ is running on Windows 2003 server and using SQL as DB Could someone help me, please? Below the error inside updatemgrlog.txt Thanks Paulo Santos Aug 13, 2014 1:15:31 PM [SYSOUT] [INFO] : stopping DB Server >>>>> false Aug 13, 2014 1:15:31 PM [SYSOUT] [INFO] : Aug 13, 2014 1:15:32 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil]
Window Size
Hi guys, I note that when sending an email from the service desk I've always got to scroll down to click send, I'm using Firefox v30.0, any tips to set my software to fit, or can you set the send email page dimensions to be a bit longer? Thanks!
Assigned Roles
Hi there, How do you change roles that are assigned to a technician in 9017? The number of calls logged for the day (on the dashboard) vary between users, and I suspect it's got something to do with the roles assigned - but I can't find the section in the new version. Thanks Nicola
search not returning results after date
Hi, Is there a way to tell the system to reindex the search? We're not getting any search results on requests after the 15th of July. On MS SQL, 9.00 Build 9008.
LDAP authentication
Hi, I have a problem , i import users from LDAP and then i want to add new Requesters by my self . but when i add new users , how can i Authenticate these users to LDAP?
SMS alerts implementation
We need start to use the sms option to send alert to technical people but we dont know what need, my supplier "Agrega Honduras" tell me that not posible, and offer use the movil app ... but some people required received the sms and we need know how is posible.
Report to track time worked
We are trying to find a way to use ServiceDesk Plus to tack time spent on a particular item. We want to be able to get a report that would give the total time worked on for this particular task and the total time the technician worked in a day. We are trying to use tasks with 2 work logs to accomplish this. One work log is for the total hours in a day the technician worked and one for the total time the technician worked on a specific item. In the end, we want a percentage of time the technician
Assigned To Note
Hi guys, Another idea for you :) When a ticket is picked up or assigned to a technician it would be useful to have a note added to the "Discussion Notes" section of the ticket so that we have a track record of date/time tickets were assigned. For example the note only need be something like "Assigned to: John Smith", the note itself has date and time in the corner so no need to write that in the note. This would help to determine how long a ticket was unassigned, how long it has been in the technician's
How to update tech login name?
Hello there, We just changed our domain and we use email addresses as login names so I would like to update each of our techs login names from the old domain to the new one how can I do this? As when I try to edit that field it is in Red and will not let me change it. Thanks Harvey
Request for upto date documentation
Hi, Can I request that someone spends some time updating your user guides with the new features and functionality that has been introduced please? Thanks MPServiceDesk
Exclude Assets from Scan
Is there a way to exclude specific computers from the Asset scan as i have some assets with a specific Type like "Unmanaged servers " need to exclude them from the scan .I didn't have a specific group for them in the AD but the comman factor between them is their Type So please advice.
Ticket with Closed Status non Core, appear in Open Tickets
We update the SDP, to Su Versión : 9.0 Build 9017 In the past we create a new state "Failed in Q.A." how a state equal to closed, but with the update this ticket now appear in the "open" status Queries in the query for pending issue appear this State.
Product Names
I am having an issue with product names. In my organization we have two product types for printers. One is called "printers" which is used for printers connected to our network. The other is called "local printers" for printers connected directly to a PC. We are unable to use the model number for a product name for both areas. For example we have a large number of Dell 2330dn printers. Some of these printers are connected to the network and scan in. Some are connected directly to computers
Report for average resolution time per SLA
Good afternoon, In order to verify if we are fullfilling the SLA of each region, we need a report with average resolution time per SLA. One global, and one per region and site if it possible. We are using MS SQL and our version of SDP its 8.2 Thanks in advance.
Does Help desk plus support wsdl?
I´m testing Help desk Plus and I need to share information with another compañy but they use remedy and wsdl. How I can share integrate both web services? Thanks in advanced for yur help.
Login name changed
Hello, We are in a process of unifying user names according to our policy. During that process we rename the usernames in Active Directory. The users are import from Active Directory to SDP 8217. No we have users and technicians that have two accounts: One with the old username (Login name in SDP) and a new one with new username. 1. How can I transfer\attach Requests and all the other information linked to the old account to the new account? 2. How can I transfer\attach Requests etc. from the old
How to get report for incorrectly categorized incident requests?
I need a report to check how many requests were not correctly categorized, i.e. the fields were entered with wrong value.
SerivceDesk Plus 9018 Released
Dear Users, SDP 9018 service pack is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9018 SDF- 56676 : Integration : Feature to integrate ServiceDeskPlus with ADSelfService Plus. Associated applications can be configured under Admin tab --> Configure Other ME Products. SDF- 56520 : Software : Support to export the software and licenses listview data as PDF/XLS/HTML/CSV. SDF- 53892 : Task : Task Closing Rules
Cannot reindex solutions
Since the upgrade to 9.0 searching for solutions has been periodically failing. I upgraded to 9005 last week and the search has gotten much better, however I still cannot find any older solutions in a search. When I look in the LuceneIndex\Solution_index folder I see the files were last modified on 4/3/2014. How often does the search indexing run? Can I manually reindex the solutions? I tried to run "reindexdata.bat Solutions" (from the bin folder) and I get "The system cannot find the path specified".
Get all requests from a user
I'd like to know if there's a way to retrieve all requests from a specific user using Rest or Servlet API. I'm designing a custom form and I'd like my users to have a list of their opened requests. Any ideas? I couldn't find anything about all requests on documentation.
Mail Fetching Status Automatically "STOPPED"
Hi Team, Would request to please help, as I am facing issue in "Mail Server Setting" module. As my SDP mail fetching status automatically goes in "STOPPED" status post refreshing the page. Screenshot attached for your kind reference. Thanks Satyam Kunal
Can not allocate Scanned Software with CAL License
Hello, i want to allocate a license to a software but its not working. I have this problem only when i select "License Type: CAL". First i scan the software, then i go to Action->New->Standard Licence and create a new License. I select License Type = CAL and allocate the Users to the License. Then i open the scanned software and wanted to allocate the License to the software but it throws me this error: When i change the License Type to anything else its working, only when i select CAL it doesn't.
NTLMV2 and Blank Page - SDP
Hello, We performed an upgrade to Service Desk which didnt work, we restored an earlier VM that has SD installed, But when we open the page, it goes to "http://server:8080/ntlmv2" and the page is blank, If we try to sign in with the server app, it goes to localhost/ntlmv2. There is no way to logon, Is there any way to fix this?!?
inaccurate fields required error
When I try to close a ticket from the main request tab, it gives me the following error. "FAILURE :Following Request(s) - 682 cannot be closed. Please fill the following fields -Level, Technician, Group, Priority, Description, Resolution" Though some of these fields need to be filled out, not all of them are required. Some of the fields mentioned are filled out.
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