Feature to show Reply templates, based on the support groups associated.
Hi, I like the featur ein 8124 of show Incident / Service Request templates for technician, based on the support groups associated to the templates and technicians. It's more clean for everyone, it would be nice to have the same feature with the Reply Template. Thanks Yann D
SEVERE: Stop DBServer operation is not supported in Jdbc20DBAdapter
Hello! I was using the trial version of service desk plus professional with the PostgreSQL backend installed on a windows 7 machine. After our trial expired we decided to go with the free edition. We have installed the free version on a windows 2008R2 server and have gone with a MSSQL backend. I have attempted to follow the documentation for restoring the data to the new server but we are getting lots of errors and the process is failing. the error messages are as follows any ideas would
First Call Resolution tracking
How do you or can you monitor first call resolutions in Service Desk Plus?
Outlook Form for new Request
I'd like to build an outlook form to submit new requests. I can add custom fields to the form but they don't come through in SD (which i understand). Is there documentation somewhere that can tell me how to tag/label my custom fields so they pull into SD correctly? I'd like to use Request Type, Priority, Category, etc. Thanks!
CAB question
Is it possible to set ServiceDesk Plus Enterprise to allow the CAB member to view the request details within the web portal? For example: Request type is Change Request Requester is: John Doe Under Approvals: Don Smith is a CAB member. We want Don Smith to be able to view this particular request when he signs into the ServiceDesk web portal. Currently he can't unless he is the requester, or the particular request is part of his Dept, site, etc. Problem with that is we don't want him to be
Chat in SDP
Dear all As each Technician can check for other Logged-in Technicians, Is there any way for them to chat with each other through Service Desk ? Regards Negin
SD+DC
Hi! I have just installed Service Desk and Desktop Central on server, where they both work fine, also did all things for integration, and DC works fine. However when i try to connect from other PC, i can connect to both SD and DC individually writing servers IP and Port number and do whatever i want there. However when i try to click on integrated DC tab into Service Desk i get website cannot be found. Any ideas why this is happening? Both individually work fine, also integrated version works fine
Attenace Report of Technician
Hi, Please help How to generate attendance report of Technician, Regards, Harshad
Technician Performance Report
Hi, Is there a way I can generate a performance report of my technicians and see who they perform? Such as number of calls they finished, how long each call/request takes to finish. We need to generate a full enhanced report for our outsourced engineers. I’m open for any suggestion.
ManageEngine ServiceDesk Service stops after few seconds
Dear Friends, Please find below contents in wrapper.log file when I am trying to the ManageEngine ServiceDesk Plus service. I am facing this problem after I have changed my windows domain administrator password. STATUS | wrapper | 2013/03/17 09:11:24 | --> Wrapper Started as Service STATUS | wrapper | 2013/03/17 09:11:24 | Launching a JVM... INFO | jvm 1 | 2013/03/17 09:11:27 | This copy is licensed to AdventNet INFO | jvm 1 | 2013/03/17 09:11:27 | INFO | jvm 1 | 2013/03/17 09:11:52
Case Aging Reports
I am trying to write two new query reports used for case aging. We need to divide the cases into the following buckets: less than 7 days, 7 to 30 days, 30 to 60 days, 60 to 90 days, and greater than 90 days. I am trying to write one report for closed cases in the last month and all open cases. The sql below is for open cases and it works fine outside of Service Desk. When I try to add it to service desk, it will not run. Anyone have a suggestion? select ag.Location, sum( OneWeek ) as "<
Network discovery printer objects
Currently evaluating this product and most things seem to be good, but have 2 multi-function copiers that during network discovery show up as workstations. I can re-assign them to be printers, but the full printer status ie. toner/paper/maintenance kit, etc doesn't show up. I've tried to do an snmp discovery, but I get an RPC server not available. Any advice or suggestions would be greatly appreciated.
Who Assigned Request
We have a couple differnet technicians who assign new tickets to the proper technicians. Is there a way to see who assigned a ticket?
Automatic report generation
Daily reports are going to some email ID's at specific time. I want to stop these emails. But in scheduled reports no reports seems to be scheduled. While checking logs, it is showing performed by 'system'. andthe particular user who started reports are not appearing anywhere. Database :MYSQL Build Number : 8123
Postgre database
Hi! Is there a way to access Service Desk database and import in it data from Excel file?
AddRequest API
I am a Chinese user, so I have to deal with some non-English characters. When I use httpclient getmethod to send addrequest to SDP, I use java.net.URLEncoder.encode to encode Chinese characters. Then, append these encoded characters as parameters to the API URL. It works well. All encoded characters can display normally after a new request is created in SDP. However, since some parameters are too long and exceed the limit of get method, I decide to use post method to send addrequest. I use the same
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 ?
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