Windows 8.1/2012 R2 & compatibility with SDP / OpManager
Hi all! New wave of Microsoft products (Windows 8.1/2012 R2 ) will be in GA after 2 days. What about compatibility Windows 8.1 with SDP / OpManager? IE 11 (default browser of Windows 8.1) is compatibility with SDP / OpManager and it may provide normal view this products?? What about monitoring and setup SDP / OpManager in Windows 2012 R2 ??? What about monitoring Hyper-V in Windows 2012R2 ??
SDP template creation tickets by email
It is possible that when I get an email to one of the mailboxes groups ServiceDesk Plus ticket is created with a template other than the default template? Examples: SDP email: helpdesk@sdp.cl email support group 1: group1@sdp.cl email support group 2: group2@sdp.cl If the mail is addressed to email SDP: Apply template "default" If the mail is addressed to email support group 1: Apply template "Group1" If the mail is addressed to email support group 2: Apply template "Group2" Thanks, Mauricio
Option to have new ticket start on a search page
Many of my users are lazy and choose the first ticket template they see. I have seen many support pages start with what is your issue. just like when we start this discussion as you type it brings up other similar issue/topics This would be great to have as the main ticket page as an option. force the people to start typing in their issue and have templates show up in a list close to that description. just as if they searched by my users don't use the search feature
Linking 'Categories' within Tickets to 'Topics' in Solutions
Hi I would like to be able to use the categorisation matrix within Tickets for 'Solutions' but it appears to utilise a different field Is it possible to do this? Thanks Andy
Job Field from AS400
Hi, My company is looking into replacing our current Helpdesk ticketing system and I'm considering ServiceDesk Plus. I have a few questions about functionality: 1. While integrating with Active Directory, can ServiceDesk Plus pull fields like Organization and Department from AD user object and auto set/populate these fields during ticket creation? 2. We're currently billing all tickets to jobs in AS400 system. Current system pulls list of jobs from AS400 and, if user doesn't want to bill it
SLA list report
Good day! We need SLA list report - smth like that: - service (incident) template name - Urgency - Impact - Priority - SLA name Please help.
Round Robin style technician selection Question.
Hello, I've been wondering if there was a way to implement an automated ticket assignment system that allows the ticket to move up technicians with higher skills rather than moving along same level of skilled technicians. This situation roughly shows what I'm looking for: Incident is reported by CEO of company through ServiceDesk Plus. Ticket is assigned to a medium level technician with a time limit of 10 minutes. After ten minutes if the ticket is not resolved, the ticket is moved to hands of
Attachment with two consecutive spaces in filename are not forwarded with IE
Hey there, we encountered a problem in a rather special constellation. If a request comes in with an attachment that has 2 consecutive spaces in the filename, it cannot be forwarded with Internet Explorer. The forwarded mail does not include the file, the conversation shows the attachments but clicking on them opens an empty file. The database entry shows that the "new" filename only has a single space. the file created in the fileAttachments/conversations-folder has size of 0kb and has a single-space
Update Failing 8217 to 9000
I'm running as admin, and I even tried disabling UAC thinking it maybe an access problem. Not sure where else to go with this one. Log attached
How to handle external service vendors?
Hey guys, just wondering how people have dealt with adding external services vendors into the CMDB on SDP? For example, we want to add things like our ISPs into the CMDB with information like contact info, bandwidth, contracts, etc. Or another example would be DNS hosting. Or telco/phone providers. Thanks, Graham
export all my data from ServiceDesk in a new database?
What is the best way to extract all data from ServiceDesk?
[Newbie] Customize Report and Quick Link for Update Status
I'm newbie for Service Desk Plus (6 Months >.<), i need some customize Report and Quick Link for Update status (Open to In Progress).. I will explain it, sorry for my bad english. 1. Customize Report In the default report, we have Response DueBy Time field, but i need the exact time when Technician respond the ticket like in the Ticket History, what table and field that i can use for get exact Response Time? 2. Quick Link for Update Status (Open to In Progress) In some situation, ticket come to the
Auto CC to a technician
Hi Team, Just wondering if there is any option to include a Email ID at "notify to user: field by default? Or is there any way to have reply from technician automatically CC'd to all technician. Without this feature, we find other technician in group not being notified when a technician replied or responded to a ticket. Any idea on this?
Mail fetch no longer working
Mail fetch is no longer working since upgrading to 9000 I can stop and start the mail fetcher and it verifies the mail server connection and says it is successful, but it does not attempt to fetch any mail. If I restart the server, it does one mail fetch successfully and does not do anymore. Please help!
SPD 8217 to 9000 Update Fail
Hi there! I've attached logs. Seems that it fails while backing up, trying to access a non-existing table (ServiceReq_601). Upgrade path is 8216 -> 8217 -> 9000. Thanks.
Modify forward personal request
Hi, I noticed that by submitting a written response from themselves and not received by others through service desk, if you are forwarding are not populated the fields in the template. for example I have these fields: Date: $ CreatedDate From: $ RequesterMail $ Description if I forward a response that I received works perfectly. if I forward an answer that I sent, not fill in the fields "$ CreatedDate", "$ RequesterMail" but only "$ Description" Thanks Daniel
network scan returns ip adres
When i'm running a network scan to discover new- and scan existing printers. The asset name shows up as a ip-adres, but i want the hostname from the printer as an asset name. Even the printers who are already in SD are also shown their asset names as ip adres and hostname, so then there are 2 of the same printer in SD. PS, workstations are having that problem to. kind regards, Jeroen
Query report to show time spent by tech on changes and requests
Hi, I am looking for a MSSQL query that would show me the total time spent by technician for "Last Quarter" for both Changed and Requests. A consolidated report would be best but I could live with 2 separate reports. My company will be using this for after hours reporting and billing. We have a custom field on both changes and requests called "After Hours" that I will filter on later but I just need a starting point. Here is how I was hoping to have this formatted. Tech Change/Requuest ID Title
Need report
How to make report: Need average time on all requests by priority need to close\resolve request like Low priority - 20 requests - 2days 23:00 all time - 10:00 hours average time Normal - 5 req - 05:50 all time - 0:50 mins average time High - 10 req - 12:35 all time - 01:05 min average time if can't make this report in one, need two different with all time spent to resolve requests by priority and average time spent to resolve requests by priority
Different incident template & ID
Hi, I'm just wondering if there is a way to create a separate incident template for a different specific job and have it having a seperate ID numbering system? For example normal incident template that we use for most jobs is up to 900 or so in ID numbers but is there a way i can create a new incident template for example called "Certain job" that begins again at 000. So I can in theory have two different ID numbers that do not affect each other? Thanks
Problem using Frequently Asked Report (Query Report)
I used to get this kind of error where the syntax is default by the system: Can anyone advise. Tq org.postgresql.util.PSQLException: ERROR: syntax error at or near "'Total Number of calls created'" Position: 442 at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryExecutorImpl.java:2102) at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutorImpl.java:1835) at org.postgresql.core.v3.QueryExecutorImpl.execute(QueryExecutorImpl.java:257) at org.postgresql.jdbc2.AbstractJdbc2Statement.execute(AbstractJdbc2Statement.java:500)
Problems with New Purchase Orders after Update SDP 9.000
Hi, We are using SDP 9 build 9.000 and we having problems with new purchase orders. We fill all fields in this request process and when pressed SAVE appears the error "Impossible to create OC". We made no change in the fields of the purchase order. I don't know where is problem, but it happens after installed the last update of Service Desk Plus software. What can we do on this case, we need to register new orders. Please support team, high priority. Thanks. Regards, Lincon Ruam
Custom Report: List of Open Requests
Hi, I would like to know if it is possible to create a custom report on which I can see the number of open requests, per technicien, after 2 weeks,1 month and 3 months of their date of creation? The objectives of this report is to see how many incident are still opened after 2 weeks of their creation and to see how many requests are still opened after 1 or 3 months from their creation date. Thanks. PatrickN
Problem with restoring backup on a Fresh Installation of SDP 9 .
Hi, We have been using Service Desk Plus for years,now on our server we have SDP version 9 build 9002( last version ) with MSSQL database. We have decided to change our server , therfore we installed the SDP version 9 build 9002 on new server (same version with same database config) and tried to restore our backup from old server on the new one. But it just starts with extractng backup file and finishes unexpectedly. Please help in this regard, the log file is as follows ********************************************************************************
Service Desk Plus Network Scan Issue
Hi I am running a fresh install of SDP v9.0. Until yesterday my network scans were working fine. Today the scan goes on forever never incrementing. I also tried doing a domain scan but the same issue exists as with the network scan. The only change I made was testing the Desktop central system. I deployed a few agents to seem how well the solution works. The Desktop central system seems to scan fine though. Tx Gary
Approval Status not updating
We are using 8.2.0 Build 8217 and the Approval Status is not updating after the requested approval is taken. The status still shows as " - " from the Dashboard or "N/A" from withing the Change ID: This user has done many approvals in the past and no changes have been made. Any thoughts? We have only upgraded to this build within the past 10 days. Can the status be manually updated by SDAdmin?
Importing CSV file using semicolons instead of a commas
I'd would like to import CSV file using semicolons instead of a commas, because all users are imported from Active Directory acorrding to pattern: CI Name = Surname, Name. Between Surname and name is comma. So I want to import assets assigned to users, but column "user" contains comma. Is it possible to import column inside which is a comma?
Report that shows Incidents and Problems
Hi. I would like to generate a monthly view of incidents and problems. Ideally this will be shown as a monthly view with daily inputs showing Request type numbers (service Request, Incident etc) and also problems created (not worried so much about the status of the problem) I can get each report individually as a line series chart but would really like to see both in one. Can this be done
Confusion with Mitel IP phones
Hi, I've been over a lot of the documentation and can't find much in relation to phone systems in general other than a forum post here where a manage engine staff member says that IP phones cannot be scanned; https://forums.manageengine.com/topic/can-servicedesk-scan-and-identify-cisco-ip-phones-as-assets But I seem to be getting mixed results on my network. When doing a scan I get a lot of entries coming back with "Connection to RPC server in the workstation failed.", which makes sense, that doesn't
Java heap Space out of memory - unable to upgrade, or back up our database
Hi Guys, I made a post some time ago about Java Heap Space out of memory issues on our SDPlus server but didn't follow through on the issue. Whats basically happening is we are unable to update SDP 8208 to any later version due to the below error from the Update Manager. java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown
Re-Organizing Site, Departments, and Requesters
I am looking for a manageable solution to re-organize Requesters, Sites, and Departements to get more functionality from the online portal without losing any reporting. My goal is to have different management levels able to view different requesters requests. ie - Operations view all department requests - District Managers only able to see their District - Location Managers only able to see their requests I am also not sure if our Departments are properly setup - When running a report
Notifications bug?
When you click on the notification bell icon it gives you code information, is this a bug or intentional?
ServiceDesk Plus 9002 Released
Dear Users, SDP 9002 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9002 SD-55837 : When importing scanned XML(s) or scanning assets, scheduled activities like E-Mail Fetching, SLA escalation, Scheduled reports, Backup schedule etc were affected. This may occur due to multi thread racing condition (during scanning) which causes database tables to get locked. Please refer to the below link for the steps
Technician Performance Custom time frame
Hey guys, I cannot seem to build a query for this particular data set. Id like to build a report that has a list of tech's on the left and a list of months as the headers. EX: Jan Feb Mar Joe 12 14 11 Pete 10 115 3 I need to be able to adjust the date ranges from a few months to a year.. I have issues because the predefined values start with time.. and I cant quite get what I want from it.
Report on members of a cab
Hi, Is there a way to report on all CABs and their members? Thanks Lee
SDP and CRM Integration
Does Service Desk plus support integration with Microsoft CRM Server ?
Link to SSO (pass through) scripts
Can someone provide me with a link to the new computer account and password reset scripts for use with the pass through authentication please?
How do I find what modules are using a category so I can remove it from the category list?
How do I find what modules are using a category so I can remove it from the category list? I have marked them for deletion, but I want them removed. How do I find out what modules are using the categories so I can clean up that list?
Problem after upgrade can't rollback to 8217
Hello The Problem started when I tried to migrate to version 9.0. Upgrade ended up with an error and i could not run the application. I had to go back to version 8217. I have uninstalled Service Desk from the server, I changed the name of the directory, I downloaded version 8217. After installing I and logged in as an administrator. I restore the database but there is a problem with starting the application! Run.bat command returns: AdventNetServiceDesk [FAILED] When you run startSDP. bat window
Asset Explorer for distributed asset scan
Hi, my customer bought Service Desk Plus Enterprise. He has to manage a few remote sites. I am investigating a solution to allow for the scan of the assets in those remote sites. My understanding is that it can be done using a Asset Explorer remote site, as explained in the link that follows http://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/distributed-asset-scan.html My question regards the licensing of the solution. I was also reading this page http://www.manageengine.com/products/service-desk/faq-asset-modules.html
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