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
Request is appended by reply
When a user replies to an open ticket an email gets sent to the assigned technician. The email however does not actually contain the reply text. I've looked at the content variables and don't see one to add that will add that info. $Description is already there and the Description from the original ticket is included. As such I have to assume that the reply text is not added to the $Description field. Is there any way to get the reply text added to the email?
Query postgresssql
Dear Support, We have migrated from MYSQL to postgresssql. We have a report that is not working anymore.. SELECT sdo.DESCRIPTION "Site",pd.PRIORITYNAME "Priority",std.STATUSNAME "Request Status",wos.ISOVERDUE "Overdue Status",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time", wo.SITEID "siteid", qd.QUEUENAME "Group",ti.FIRST_NAME "Technician" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
SD 9.0 License Details w/Custom Field
In previous versions of SD, before the downgrade license functionality was implemented, we created our own custom fields to be able to make notes about being downgraded or not. In SD9, now those user defined fields are not able to be added as a column for the license details. The information is there (thankfully) but we have to click into EVERY license to see that detail. Can this be fixed/added in a minor update...the ability to add USER DEFINED FIELDS as a column in the license details.
New query report on project module
Hi I want to extract all our open projects and I can achieve this through a basic edit of the SQL in the following post: https://forums.manageengine.com/topic/report-query-projects However, I would also like to retrieve the latest project comment and use this to build a weekly status report for active projects. Is this something that you could provide for mysql version of the DB? Many thanks Damien
Requesters Cannot Create Ticket
I have a few users that cannot create tickets in Service Desk. I have compared their accounts with others that are working, and they appear to be setup the same as others. They can start inputting a ticket, but once they click "Add Request", it shows them the next screen and where the ticket should be, it just shows an image of a red 'X'. They can, however, view tickets that have been submitted on their behalf. I have tried deleting their account in SD and importing them again, but it doesn't seem
Can Servicedesk be used for facilities maintenance?
So I got a question from our facilities guy. They literally are using a spreadsheet to track and manage facilities requests (paint my office, replace ballast in lights in office, rekey door in office, etc.) He looked at ServiceDesk and drooled over it and asked if it could work for his group since we already own it. I know there are some parts of ServiceDesk that are generic and would work for everyone (assigning workorders, tracking, etc.) but servicedesk seems pretty computer-oriented and it didn't
Update to ServiceDesk Plus Administration Documentation
The "Link Requests" page in the SDP Admin Guide references id numbers that do not exist in the screenshots.
Output reports to server location
Hi, Is it possible in Service Desk plus to schedule report output to a network folder / destination? Currently I can only schedule to email to an email account. Thanks, Ger.
Exporting Tickets with All Data and Attachements
Hi, Could you please advise me if it is possible to export all data with attachments from Service Desk Plus? Many Thanks, James
Report on Activity history
Hi, I'm trying to measure how many tickets have been udpated, worked on, actioned, transferred etc... over a specified period e.g, maybe a day or over a week etc.... The logical way seems to be to report on the activity history on a request as it stamps any activity including that of a techncian. Is there any SQL someone could help me with that would export all the activity history and list by the Request ID? e.g. I could export all requests for yesterday that had some activity on them.
Is it possible to automate a ServiceRequest
Hi. Is it possible to execute a Windows PowerShell script from a SD+ Service Request after that the request have been approved by the approver. This to automate the execution of the service request. As an example: 1. A user submits a SR in SD+ 2. The request is sent to an approver 3. The approver approves the SR 4. Then a powershell script is executed (for example to put a AD user in a AD group based on the fields filled in the SR form. best regards Markus
Guidance
Hi Support team, I have another two department looking to use the ServiceDesk plus. Currently IT use it, but our Web Team and Facilities Department want to use it as well. Can you tell us what is best options to get this to work if possible. I know I have asked before but if someone could help us on what to do that would be great. Regards, Keith.
Problem Updating to Version 9000
Hello, I tried to update ServiceDesk to version 9000 from version 8127. It was unsuccessful. Fortunately i have the backup created (MY SQL). In order to revert back to 8127 and restore the Backup, i need to install Version 8021 since on the installation process it still offering the option to use MY SQL. The problem is, i installed the Enterprise edition with 30 Days trial, instead of Standard Free Edition. Question are: - How to go back to free edition? - If i have to reinstall the ServiceDesk again
Release 9, search for requests
Now when I have upgraded to release 9 I can't use the search field in a way that I used to. A default search doesn't result in anything, it's all blank. I'm trying to search for keywords in an open or closed request, for example "word template" and I get nothing though I have an open request with the keywords in the request. I can use the solution search and notes search but I can't search in request texts.
Windows 8.1 problems SDP
Hi! It seems there are some Security problems with Windows 8.1 machines and SDP 1. Agents can't be updated (Error in communication) 2. Remote control with agent doesn't work. (Error in communication) Anybody tested this issues? DM
Different initial responses to different email domains
I am not sure if this feature is already included in the latest version of SDP? We want to be able to recognise an email from abc.co.uk domain and send a different initial response to that that we send to email from def.co.uk domain in the same way that we can with signatures on group mail settings. e.g. we have different response times to ABC company than we do for DEF company and the initial response email needs to state this. Can that be done please? Thanks in advance.
business rules not working after 9 upgrade
We have found that our existing business rules are no longer being applied to jobs any more after the upgrade to 9 It also changed our OR criteria to AND , and I thought that was causing the rules to not run , but after fixing the criteria , they are still not running
Missing remote control button
I have spend hours now trying to get the remote control button available, I have assigned the remotecontrol right to the accounts and i have verified that the "Enable Remote Control access for all workstations" is set to Yes, I got it to work yesterday but today the button is gone again :/ What is wrong?
Business Rules based on In-Coming Email TO: Field
I have to Aliases on our email account that we use for service desk one for email issues and one for memberservices. I am trying to create a ticket using the business rule depending on which email the request comes from. Should this be possible? What happens now is Ticket gets created but it doesn't get placed in any group. Thanks
Release 9, close changes
After I upgraded to release 9 my formerly "Completed" changes are now visible in my filter "My open Changes". Did I do something wrong when I went through the wizard because I want my old "Completed Changes" to be set to Closed. I think that this new workflow looks great and we will use it from now on, but I dont want to se my older closed (completed) changes in the "My open changes" view. How can I resolve this?
service Desk PLUS Error during startup, error during installation of PATCH
I have a windows 7 computer, I downloaded Service Desk PLUS. when i try to startup the server the loading stops after application layer started. i then tried to update to the next patch Migrate fromBuild 8200,...8211 to Build 8212 and i get the error: "latest built hence patch need not be applied" but i know i am on the basic built because i just downloaded this today. 2/23/14
Exporting a report, set the default file-name to be the report title?
I think it would be great if when exporting a report, the default file-name that the report wants to save itself as is the reports title? Currently when I run a report and then export the report to a PDF or XLS file the file-name seems to be random, in my case 1361974124819.PDF where it would be more useful to me to be something long the lines of the report title with maybe the date and time? i.e. SampleReport_27022013.PDF
Delete request from database
Hello, I have the following problem: because of a misconfiguration of the email server, i have an request that has thowsands of automated replies to it and the database has grown to tens of gigabytes. I tried do delete the request from the interface but the operation times out or the computer runs out of memory. Is there an SQL query that I can run to delete the request? Thank you.
Strange characters in email after version 9 upgrade.
Since we have upgraded to version 9 (build 9000) we have noticed that some of the emails contain strange characters, for example we get: Dear Myke Apples,\r\n\r\nThank you for your helpdesk request.\r\n\r\n Before we got: Dear Myke Apples, Thank you for your helpdesk request. Can you explain why these control characters are showing?
Report Software installed by workstation and filtered by site
Hi Please help me with the following tabular report: workstation, Os installed, software installed (microsoft office), type (managed), asset state (in use) Grouped by Workstation and filtered by Site Thanks in advance Regard
Next Page