Work Log report for requests and changes
Hi to all, I was wondering how to create a report for Work Log (By Technician and By Group) having work logs from both Requests and Changes for a particular date range. The reports available are taking into consederation only requests. As I understand this could be possible with a custom report. My problem is I do not have the necessary programming skills to create one. Thank you in advance. Socrates
SD+ SMTP problem
Hello, I am having problem with configuring outgoing SMTP on SD+ trial. I configure all parameters to point to my Exchange server but when I try to send some notification I get Notification failed and following error in log file: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target| I already have tried to import some certificate
Attachments getting overwritten
Hi, One of my clients just told me they get attachments deleted when they add a new attachment with the same name as one already attached to the same request, they lost the old attachment, and the new one takes its place. I've seen you have something similar fixed two patches ago: SD-40583: Email with multiple attachments having same name will retain only the first attachment. Could you confirm me if this is the same issue? By reading the fix's text, it seems similar but not exactly the same issue
SD Reports
Hi Team, Need your help to build Below report. And I want to schedule this report: 1.Every Friday (Weekly report from Saturday to friday) 2.Every Last day of month (Monthly report) Thanks, Request ID Request Title Requester Created Time Technician Category Completed Time % Rating Comments
External email
We currently have SDP setup so that users can enter a ticket via web form or by sending an email to a specific email address which SDP scans every minute. This works fine. We have tested an external user sending an email to that same address and SDP does not seem to pick it up. I am guessing that since that external address does not have a requester assigned to it (we are using AD integration with single sign on) SDP does not know what to do. Is this correct? Is this acting correctly? Assuming
Report Generation
Hi Team, I am using SD+ version Version : 5.0.0 and Build Number : 5010 We have an exhaustive collection of report egneration options but we dont have the option to generate reports queue/team wise. Can you help me with that please. Thank you. Regards
Generation of report using a query
Hi I want to generate reports using query. I can write queries for customizing the reports but i am not able to find the way to run that query. If there is any way pls share. Regards Aakash Tonk Infosys Ltd
Workflow is slow
Every 30 min servicedesk creates a new request with text: Workflow is slow Date(19 Mar 2013 16:30:01:350). Difference (seconds): 8265 Time of latest log record: 19 Mar 2013 16:10:45:000 Time of second-to-last log record: 19 Mar 2013 13:53:00:053 What does that mean?
Iphone app speech
Hello, After upgrading the iPhone APP the speech icon (microphone) does not show anymore. Any help? thank you, David
Speed up backups?
Is there a way to speed up the manual backup process of SDP? I usually manually run the backupdata.bat before updating to the latest build. Things seem to go smoother if I manually backup and then run the update and skip the backup when prompted. It seems like the backing up of the attachments is what takes the longest. Thanks.
Why are some Requester conversations not deletable, (and how do I delete them :)
Hi, For some reason, we often get items in the Requester Conversations list that don't need to be there, but which we are unable to delete. This seems to have no pattern though. They might be locked, they might not. They might be from the requester, they might be from a technician, they might be from the system. The bottom of a 'Conversation' that can be deleted looks like this: The ones that can't just have 'Forward' So two questions:
I have a report to show monthly total for different request types, want to print the Month name in the title at run time?
Any idess? Is there a way to extract the month name from the current date range then display the value in the header or in adjecent column in every row (worst case scenario), this is the monthly report with the following criteria createdtime >= <from_lastmonth> and createdtime <= <to_lastmonth> Thanks!
ServiceDesk Plus 8127 Released
Dear Users, SDP 8127 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Issue fixed in 8127: SD-49613: Show site based filtering of groups in technician add / edit page, based on the group count configured in Globalconfig table entry. 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, Jeykar ServiceDesk Plus Team
When using ctrl-v I get this screen.
When I use ctrl-v to copy something in the text field for the solutions and description then I get this message. See attachment. security information name printscreen publisher ZOho from ... Where is this coming from. This message appears a couple of weeks ago but not everyone has it. Please advise Kind regards Tim Verduyn
Problem with copying SLA's
I can't seem to copy my entire SLA's from my default setting onto my sites. It does everything from the name of the SLA and the times/days etc, however it doesn't include who to escalate too. For instance i want a number of people notified when a sla level 1 is broken, however it doesn't copy that formation at all. Anyone now a way around this?
Reset Request ID
How can I reset the request ID in service Desk ?
Task report SDP
Hi, I have this query, but I need to make changes: I need to show: 1._ Field "Subcategory" the Ticket 2._ The "Item" Ticket. 3._% GroupName% 4._ LastMonth MSSQL SELECT cdtd.workorderid'RequestID', td.TITLE 'Title', longtodate(td.SCHEDULEDSTARTTIME) 'Scheduled Start Time', longtodate(td.SCHEDULEDENDTIME) 'Scheduled End Time', td.MODULE 'Module',std.STATUSNAME 'Status', aauo.FIRST_NAME 'Assigned To', aauc.FIRST_NAME 'Created By', longtodate(td.ACTUALSTARTTIME) 'Actual Start Time', longtodate(td.ACTUALENDTIME)
Task Report
Can I please get a query report to meet the following criteria? MySQL Grouped by Task Owner Fields needed: Task ID Task Creator Task Title Task Description Task Status Task Created Time Task Closed Time Task Actual Start Time Task Actual End Time Request ID link Need to filter between specific dates. Thank you for your help -Justin
End User Request - Last Asset
Is there a way to show (from the ticket) to see the last asset a user has logged in from (using AD)?
Request Templates to Existing Requests.
Hello, Currently our ServiceDesk auto generates requests upon receipt of an email, Is there a way for the User to manually apply a template to this newly created existing request based upon it's description? Cheers Chris
How to install SDP as MySQL and not PGSQL
The scenario is such that I cannot find the MySQL option in the setup. I need it because in a few weeks, we will be migrating all our existing data from a different helpdesk software (Numara Track-IT) into this. Therefor can someone explain me why I cannot find the MySQL option? I have made a fresh installation of the Server OS and waiting for a response before I move further.
Closing vs. Resolving
So - what's the difference between "resolving" a ticket and "closing" a ticket. What's the most common and why do they both exist?
Problem when triyng to forward a solution
Hello to all, we have experienced an issue in SDP with Solutions. When we try to send a forward to a user or a technician, SDP shows this message: Could we apply any fix for this issue? Thanks in advance
How to add Cost field into request.
ME Team, Is there any way to add cost field in new request same like in problems additional filed ?
Associate requester to multiple departments
Hello, As the title suggests, is it possible to associate a requester to multiple departments? This is mainly so they can monitor tickets Thanks, Samir
Request Aditional Fields & Disable Solutions for Requester or complete
Dear ME Team, As you read my Tittle above, i just want to know is there any option for, Request aditional field in this servicedesk plus application like problem additional fields ? as well as, Am i able to disable solutions tab to requester or completely ?
Remote Control With VNC
I have noticed that when setting up the "Remote Control Tool - VNC" that you can specify the device by $DEVICENAME. I was wondering if there is a way for it to use the device "IP Address" instead? We can not connect to some of our thin clients via host name, and would like to use the IP instead.
Change Management
When will a robust Change Management feature be added to SD Plus? Spilledmilk
Email warning
Hello! Question Servicedesk Plus! Is it possible to operate successfully send a response to the "warning" that come in e-mail?
problem with asset scanning
I've sent this to the support team but no reply yet. I'm hoping I can get some luck in this forum. Client – win 7 Pro 64-bit Scan error: No response received from workstation. Probably the workstation might be switched off or does not exist. The workstation: - Firewall disabled - UAC disabled - Can be ping-ed from the SDP server it has static IPv4 Also tried to change the DCOM settings to DEFAULT and IMPERSONATE as suggested by troubleshooter but still no luck. Another workstation (same
Feature Request - Reporting by n'th Day
Hi Support We would like to see the addition of N'th day option to the scheduled reporting module, such as; Report all last months tickets on the 1st Monday of every month Report all active Changes on the 3rd Thursday of every month prior to a Change Advisory Board meeting. Summary Report of all the last Quarter's tickets on the first day of every 4th Month Alex Bianco Compugen Inc.
pop and smtp over ssl - gmail
I am also trying to use Servicedesk with SSL for both POP and SMTP. Gmail only supports connectivity via SSL. I am running Servicedesk SDP Version : 7.0.0 Build 7010. How can i turn on SSL for the ServiceDesk Email Fetch Settings?
Can we expose the Change Calendar on our Intranet
ManageEngine ServiceDesk resides inside our firewall as part of our company Intranet. We would like to create an Intranet page that enables general intranet users to view the Change Calendar without having to login to ServiceDesk. Does anybody know if this is possible. If it is, how do we do it.
Auto Assign the Editor Field
Hi, Is it possible to set the Editor field in a request to a specific user when designing the request? For example, a hr request should always have the HR Manager as editor. Would this be possible? cheers Markus
Themeing Support
I am interested in purchasing this product in the near future. However I would need to know if custom themes are supported. This is because I am planning to integrate this with the corporate portal. So could you please inform if such a possibility exists so as to completely change the look to Maroon or Dark Red? If yes, how? ( I am using the trial to try out first before planning to buy the licences.
Support.do page and Technician rename
Dear ME Team, A Pleasant Day! I would like to confirm 2 things in this application, 1) Is there any way to disable or remove support page from technicians modules ? 2) Am i able to rename technicians into coordinators ?
Business Rules and Tasks/Templates
I would like to request the option to add tasks or use a template as a action item for business rules. I and trying to automate as much as possible in this system and this has put me in a stopping point. Thank you. Marcus IT Support Manager
Error reports
Hello good morning: I am a new user and I ServiceDesk has created a problem not solve agradecieria as ayudarn me if anyone knows the solution gener when a report throws me the following error:
In which table in the database does the account requestor information saved
i need to write a report that display the requestors information for each account, but i need to know under which table does the requester data stored? the requester table columns should include (name, login name, department, email) as displayed on the application. Best Regards
Migrating MYSQL DB to MSSQL Standard 2008 R2
Hi, I got the following ManageEngine Applications that using MYSQL as Database and I would like to migrate them to a central MSSQL Standard 2008 R2; Service DiskPlus ADSelf Service Desktop Central OPManager Any help or step-by-step guidance? Thanks,
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