Assets with scanned IP report
Hi, I am trying to generate a report of all Assets that have a scanned IP. If I do a report of all assets 'IP address' is not a selectable field. Similarly, I can have the IP address field if I make a report on say CMDB > Servers or CMDB > Printers but not on CMDB > All Assets. Has anyone got any idea how I can get this information into a single report? Thanks
Inventory of websites on a server
Hello, Is it possible to inventory the websites which are on a server (Linux and Windows)? It doesn't have to be automatically. I have tried to enter the information in the workstation extra fields and asset additional fields but they are not shown nicely. What I would like to have is a way enter information per website like: hostheader, path, version, email, ftp login etc. With the workstation extra fields and asset additional fields the information is not proppely shown. Kind regards, Emiel Kempen
Notifications
We use SDP build 8214. Is there some way I can turn off the notification that appears as a red rectangle with a white number in it on the button bar? Most of our technicians have complained that it is distracting.
Report Assistance Needed - Open Requests + Project Tasks per Tech
Is there a way to create a report that shows all of a techs Open Requests as well as all assigned Project Tasks assigned to that same tech? Thank you for any help you can provide.
Users add attachments
We have SDP build 8214 on both a production and also a test environment \where we test new services, patches etc before deployment. After deploying build 8214 about 6 weeks ago, both environments are identical. On the test environment, on a request page, the users can selecvt Actions/Add attachment. In the production environment, the Add attachment option is missing for users.
Connecting a service request to a project
I am building out our service catalog to address tickets that are not break/fix. I have a Professional Services category where we will direct end users to request projects, consults, reports development etc. In this categories I am working on a service template for a Project request. We have a form created in Word that I am trying to recreate in the template. Ideally once the service request for a project is submitted, and goes thru an approval process, we would want to associate it with the
Receive error when I try to upload a custom image for the Self-Service Portal Settings
Here is the error I get. description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274) org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482) org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
Modify report: avg. time spend to close ticket
I've got a report, avg. time spend to close a ticket by group SELECT MAX(qd.QUEUENAME) "Group", MAX(pd.PRIORITYNAME) "Priority", TO_CHAR(((AVG(wo.TIMESPENTONREQ))/1000 || ' second')::interval, 'HH24:MI:SS') "AVG Time Elapsed", TO_CHAR(((SUM(wo.TIMESPENTONREQ))/1000 || ' second')::interval, 'HH24:MI:SS') "Total Time Elapsed" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN PriorityDefinition pd ON wos.PRIORITYID=pd.PRIORITYID LEFT JOIN WorkOrder_Queue woq
Why is no one contacting me for my support issues?
I have an issue with devices that keep getting re-added back into our asset database after I remove them. I DON'T want these devices in our database. I only want the computers that are in our active directory database (which I have set to re-scan daily), plus our ESX hosts (and VMs), routers, storage and network printers. Somehow I have two different support tickets for the same issue. I was told someone would be calling me back last week, and no one ever did. I have emailed several times, asking
Un-Archive Requests
We are using the Archive feature in SDPLUS 7.6 Bld. 7604 So its great! However we discovered a number of users have the wrong department. We have since fixed the department issue and no need to delete the old department entries. It seem though if the departments linked to a request it wont allow you to delete them. So we need to "Un-Archive " all the requests that are currently in the archive so we can edit them thus allowing us to delete the old department entries. Can support help?
Problem with requester name
I have two requester name duplicate, one user have tickets with 2 "requester name". I like delete one, but i need move all tickets from the users to delete to another user. I have ids these users .. if possible modify database with sql ???. Thanks
First Response Overdue Percent Report
We have been able to generate the data for the proper report, but we then have to import into Excel to create a pivot table with that information. We need a report that is grouped by Support Group and then list the technicians in that group. We would like to use the "First Response Overdue" to generate what the percent of First Response Overdue requests (both incident and service requests) we have had over a period of time. This is essentially a high-level summary report that shows each support group,
Delete Duplicate Fields in a Custom Change Template
How do you delete a duplicate field in a change template like "risk" for example?
The history of the text in the presentation for approval
Hi Is it possible to check the text message sent from: Action-Submit > of Approval? In the notification, click on the Action and choose Submit of Approval. In the description box, enter my text. Request for acceptance is sent but in the history does not have access to the text. I would like to know what was entered in the description field. If the Approval Type "OK" I have no information what exactly accept.
MySQL->PostgreSQL Restore Succeeded with Errors (wheres the logs??)
Hi everyone, I'm working on moving my ServiceDesk Plus installation and database to a new virtual server. The new server is running the same exact version of SD Plus as the old; however, the old was still running the builtin MySQL database and the new is on the PostgreSQL platform. I did a restore of the MySQL backup file from the old server to the new and everything seems to work; however, I noticed a bunch of errors and warnings flash accross the CMD window as it did the restore and I'm
HTTP Status 500 - error when saving settings
We are doing our first installation for ServiceDesk Plus. We are going through the wizard just fine, but when we try to save ANY changes in 'General\Self-Service Portal Settings', we see following error. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
How can I hide the request history
Hi Help me please i need to hide the request history for requesters. How can i do ti ? Thank you
Print relationships
It is very useful having relationships set up. It would be even more useful if we could print out those relationships. For example, imagine we have a business service hosted on server A, supported by support group 1 with team members A, BC and D. It would be useful to select (say) that server and print the services it hosts, the support groups and support group members.
Customer conversations with TO / CC fields
Currently when a technician replies / forwards a conversation they have the To and CC fields to send notifications / alerts so people are aware that a new notification is added to the ticket, but when a customer adds a conversation they don't have these fields so they can't "alert" anyone that a new conversation is being added. Our client asked us about this feature since they need certain replies on tickets belonging to their development group to be notified to a certain group of people (or maybe
Hide default status - Is possible?
Hi, i have 8217 version of servicedesk plus and i need hide default status from users (I use Portguese language), is there a way to do this to not confuse users with English and Portuguese similar status? Regards HOliveira
Error saving Self-Service Portal Settings page
whenever I click save even without changing any settings I get...any help please
ServiceDesk Plus 9010 Released
Dear Users, SDP 9010 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9010 SD-56592 : Unable to save Admin > Self Service Portal Settings for users using Standard edition of ServiceDesk Plus. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
LDAP import failure
Hi All I have tried to import the user from LDAP which had deleted before but it failed. It show LDAP import failure. Please help.
ServiceDesk 9009 x64 out of memory
after upgrading to servicedesk 9009 x64 version we are getting the below message and service desk in unoperational TxConnectionManager: throwable from unregister connectionjava.lang.OutOfMemoryError: GC overhead limit exceeded this our config # Initial Java Heap Size (in MB) wrapper.java.initmemory=128 # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=2512 machine is 8GB RAM 2008 R2
Installing Service Desk Plus
This is the first time we downloaded Manage Engine but it won't push through. After downloading we received this error message: And after clicking OK it will stuck in here and nothing happens: and when I try to uninstall it won't allow me Do we missed something?? Thanks.
delete group
every time i try to delete a group or site. it said it is used by other modules. the site is grayed out. I need to know which module are using this item so i can delete it.
Hide Incident or Service Request Template from Technician
We have the ability to show a template to a requester or not by checking the "Show to Requester" check box from the form designer. We would like to expand on this ability. We would like to be able to hide a template from a technician on the Service Catalog. Our reason for this is, for example, we set up a "Preventive Maintenance" incident template that contains a few extra fields that we are only using for our preventive maintenance tasks. This template is now listed in the Service Catalog for
SSL setup godaddy
Hi there, Since a while we are trying to implement SSL to Service Desk plus. I followed this guide : http://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html#step3, but when we attempt to start service desk via command line it reports server started, but when we try to open the portal it does not load up, seems like the web service is not started. Anyone gone across something similar? The cert is from Godaddy, the zip did contain 3 files (two looks like their
Custom Reports for ServiceDesk Plus - Assigned Verses Closing Technicians
Thought this custom report might be useful for a few people. I'm currently working with a Service Manager for an existing ManageEngine ServiceDesk Plus installation. The product has been in place for some time but, unfortunately, the desk has become saturated with open requests. As such the new Service Manager is on a mission to close aged requests, where appropriate. Obviously, there are a few occasions where the local teams need some of the tickets re-opened that the Service Manager has force
Search requests
Hi! After update SD first to version 9.0 Build 9004, and after to 9006, we cannot use Search button. Every search that we did, returns "No request found in this view." I already executed every solutions reported on this forum about this problem, but anyone works. What I need to do to resolve this issue? Thanks. Miguel
Hi I am trying to create a report to show a weekly time report by technician
Hi I am trying to create a report to show a weekly time summary report by technician and need it to include all time logged not just requests. How can I get this? I need time logged to tasks in a project, time worklogs for changes requests, and worklogs for requests.
category
hi, collegues 1. Please tell me, in incident teamplate i choose the category field and put a checkmark on "creator of the request can view" but requester dont view category... 2. Can i configure "close the application rules" for individual incident? Help me please. Thanks!!!
Book an asset
Hello, In our company we have many users who like to book laptops/tablets to take with them when on business trips. Is there a way to use ServiceDesk Plus to automatically book out a specific asset? As well as notify other users that the particular asset is booked if they try to book the same one during the time period? Thank you! -Mark
Asset Scan not working
Hi Support, Our Asset scanning seem not to be working after a while - SDP ver 9.0 When performing scanning, the Update Scan Data window will runs without any response. Please help to resolve this problem.
custom icon in service catalog
1. How to add icons to a new service catalog category on servicedesk plus Profesional edition, is there a way to do this ? 2. How the servicedesk plus software choose the icon that appear when you create a new service category on the self-service portal ??? because I change the name of the default services categories and the icon changed to generic image ???
Install 3-Party SLL cert on ServiceDesk Plus ver 9.0
Hi Support, I need help to install 3-Party SSL cert on my SDP 9.0. Kindly assist.
Role to View the Scheduler
Hi Support Team What must be the ROLE for a CAB Member/Change Manager to view the Technician Availability Chart or Scheduler ? Thanks Gopi ME Tech
Single Sign On
Hi there. Using the Single Sign on. First of all: It is working within the AD-DS. Challenge: Users of a second Domain should be able to log on to the Service Portal. Domain is not in the same forest and no trust ..... We were able to Import users from second Domain successfully. Would be ok for us, that those users Need to type in credentials manually. Is it possible to Redirect them to the Login-Form without NTLM-Request Popup from AD-DS ? THX Best regards Stefan
Create an asset state with no licence count
it is possible to create an asset state for stolen assets that does not count as asset license ??
Report Help - Technician KPI
Hi All, I have the below query for showing the technician KPI for each month ( from this month to this month) SELECT au.FIRST_NAME 'Technician', (SELECT COUNT(wo4.WORKORDERID) FROM Workorder_Threaded wot4 INNER JOIN workorder wo4 ON wo4.WORKORDERID=wot4.WORKORDERID LEFT JOIN WorkOrderStates wos4 ON wos4.WORKORDERID=wo4.WORKORDERID WHERE (wot4.THD_WOID=wot4.WORKORDERID) AND wo4.CREATEDTIME >= <from_thismonth> AND wo4.CREATEDTIME <= <to_thismonth> AND wos4.OWNERID=(wos0.OWNERID)) 'Total Number of
Next Page