Which table contains the date and time a request was made
I am unable to find this information in the workoredr table.
Bug with Change Titles
I have discovered a bug with the Change Module. If the Title ends with a "\" (backslash) you receive an error message when submitting the change for approval. Version 8.1.0 Build 8110
Technican can only create requests as a requester
Two of our technicans has a strange problem, I doubt if I have done something stupid... just can't figure out what it is. They log on just fine, and are able to see their requests, he can solve and close their requests. However, if they try to create a new request, they only get the template requesters should get. They can't set other requesters, nor can they assign other technicans to it. I tried giving admin permissions, and did not help. Is there some sort of permission that I'm not seeing, or
Description field blank
Ever since upgrading to 4108 from 4104 when we open a ticket the description field is blank, if we hit f5 to refresh it then appears. We upgraded to 4109 this morning hoping that would fix it, it has not. Yes we have cleared cache, tried different PC's, different browsers, the problem is the same. If we hover over the ticket in list view, the description appears, if we click on the ticket the description field is blank. Help !
Technican list empty, when a certain technican should be shown
I'm having a small problem here. Today I created two technicans. When I created a new request, the technican list would be empty. If I would pick a group first, and then a technican, it would be fine, just as long as these two technicans weren't members of the group. After doing some troubleshooting, I found out that I forgot to add them to all our sites. After doing that, one of the technicans is working. The other still dosn't. So actually, if we edit a request, and try to assign it, we will
Please HELP - Business rule and autoasignation techinician
Hi, I’ve configured this business rule in order to assign automatically all the requests created by the users (without category/subcategory) to the group “LOCAL SUPPORT MADRID” . The Brule seems to work because I receive the email confirming that but the request is not assigned to the correct group. Can you help me ? im in a hurry
LDAP import fields
Halo! We are neet to import more field than have in manage engine interface For example How can import field mobile number or Location from LDAP ? Best regards, Mikhail.
Adding image to the Helpdesk - Notification Rules
Dear Team, Can we add image into the Helpdesk - Notification Rules in each of the notification message been send to the user when logging call etc Current setup Send all e-mail notifications in : Rich Text format (HTML) Service desk version 8.0 Build 8019
How to fetch Specific Day Report of my Server ?
Dear All! As far as Managing Engine stores statical report of my different server components timely/hourly/monthly and even yearly. How to fetch report of my server of a specific day, Like 24 august how was my server functioning.(CPU,RAM,Disk Util etc..) and I should be able to save it as a PDF File. I can fetch reports of last month, or last week or even last year but can't fetch a specific day. Please Help Me. Best regards
Preventative Maintenance - Changing to one time Schedule
Morning, We've been having an issue recently where Preventative Maintenance tasks are changing themselves to one time only events with no scheduled time. In the past I've rescheduled the PM tasks and it looks fine for a while, then the PM's stop generating and the schedules have changed. What can I do to resolve this issue. I'm using Service Desk - 8.1.0 Build 8105. Thanks Jonny
Setting up email accounts for escalation levels in SDP 8.1
In "Service Level Agreements" i´m enabling escalation levels, but I can not write email boxes other than those registered in the database of ServiceDesk Plus. I need to configure additional mailboxes, SDP may solve it in version 8.1? Thanks, Mauricio
Asset Managment Agent - Deploying to an entire subnet
Hi Everyone, I'm pretty new to servicedesk plus but have a requirement to deploy the asset management tool in a fairly short timeframe. Due to the nature and size of our organisation I dint want to deploy to an AD domain but would like to roll out on a subnet basis. Question: Is there a way to deploy to an entire subnet? I can only find a way to deploy to a single device on a subnet, or everything?? Cheers Rob
How to reopen a closed change request?
How would I reopen a completed change request? I am testing it out, and if I manually change the status field on the edit screen of the change request, clicking the save button does nothing, and the change request is not updated. I don't see any error indicating why the status could not be modified.
mail server certificate
My exchange certificate expired but now renewed, I am getting problem in my ServiceDesk Plus Helpdesk - Mail Server Settings. showing error below. How to update my certificate in ServiceDesk svr? FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Where is the request date/time stored?
I can only find the created date/time in the workorder table but not the request date/time as input by the user. Please assist.
Restrict attachment size
Currently SDP limits the size of an attachment to 10MB. To change the attachment size requires a modification tothe global config file. Should the global config change as a result of a patch application, any change made to atatchment size in global config will revert to the default 10MB. Administrators should have the ability to set the size of an attachment. This change should not be lost due to upgrade or patch application. Administrators should also be able to turn off the attachment feature
Mail Server Settings
Hi, I am setting up the trial of the Standard Edition, and am having problems with the Mail Server settings. No problems with SMTP, but amd tearing my hair out with IMAP. Our mailserver is Zimbra - I have tried using IMAPS (both with and without TLS), and am getting "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I have tried downloading and running the gencert.bat file to create
How to associate one incident ticket to two different change tikcet
I have raised an incident ticket and want to associate this ticket to two diffrent change ticket.How can I do this
Wanted to have document or ppt on asset scanning, Asset Management and best practices
--------------------- Rajesh Singh
"Connection to RPC server in the workstation failed."
Hello Support I have been working on this issue for the past two weeks now and I am completely stumped. After running a network scan, half of my devices show the error "Connection to RPC server in the workstation failed". Even after following the steps to disable the firewall (removed from DC and workstations) and applying the scan_setup.vbs (running manually AND as a user logon script), I am having this error returned to me when trying to rescan my workstations. If there is any relation, a few of
Problem with visibility of Requester
Hello to all. Please help me. I have SD ver 8.1.0 Build 8109 My requester cant see other request (if he not owner of this request) even if i change a option Requester allowed to view "Show all their Site requests" i find some analog topics on the forum,but they old and people write that tha fix with ver 7.5. maybe not my case. Thanks.
Missing requester UDF field after update to 8110
Hi all. We have updated our SDP distribution from 7611 to 8110. We are using custom UDF field (UDF_LONG1) in requester table. After this update we're unable to see this data while searching requesters. I found, that after update all data from Requester_Fields.UDF_LONG1 were copied into Requester.ATTRIBUTE_301 field during update. Now RequesterDef.do page is working with new configuration and uses Requester.ATTRIBUTE_301 instead of old Requester_Fields.UDF_LONG1. But if we run SearchRequester.do?fromModule=WorkOrder&startsWith=
Purchase Order --> Asset Exclusion
All, Is there any way to do an exclusion when receiving items from a PO? Every item received from a PO automatically gets added to the Asset Listing. This was fine when we had unlimited Assets, but now that we are limited, it's a problem. I really don't care if we have power adapters, thumb drives, or even a $5 keyboard in our Assets. But, it's filling up our Assets and we can't add more. Thanks
Multiple E-mail Modes
We are currently on SDP 8.0.0. We have two modes for E-mail: "E-mail Office Hours" and "E-mail Out of Hours". What we'd like to do is have ServiceDesk automatically choose the mode based on the Operational Hours. Is there any way to do this? I've looked through the e-mail server settings and the business rules, and I don't see anywhere to configure the e-mail modes. If this is not possible, is there any way to set which one is the default? We had been on SD 7, and it was defaulting to E-mail
Updating Site Info
We have a list of sites in our financial software, and I would like to copy it into SD+ via a daily SQL job. In which tables can I find the address, site name, and phone number?
Group & Technician cannot be defined for SLA
Version7009. The number of SLA variables are quire limited. Can the list of available variables be extended to include items like: - Technician - Group
Asset with dot in the name
Gents, I have the following issue. We use dot (".") in the names of network sockets. We created network sockets as assets. All works fine, but if you open Relationships for this asset, ServiceDesk will strip all characters after dot. Can you please fix that ? See the attached screenshot.
New issue - choose asset by asset number and not CI name
Hi can you please let me know if the above is possible?, our users don't know their machines by the CI name as they have assigned 002456 asset tags and when they log a new issue all that is presented to them is the CI name Thanks
Deleting Contracts
hi. When selecting and deleting contracts from a found set of contracts, I'd like SDP to keep me within that list. Currently, it takes me to the Open Contracts list, even though my work is not done in the previous list
Switch Scan Failed.
Hi, I'm trying to add the switches to SDP and it fails. Cisco 2950 works(scanned and added) but Alcatel & private devices fail to scanned. (Both are using same SNMP protocol) (I attached the SIF file)
Unable to View the full technician list in the technician field
Hi Support , Service Desk Plus version 8.0.0 built 8013 . with 300 technician license . My Probelm. I have created a incident template called "compliance" and added the technician field . There are also other fields added to this template. Why I want to create a new incident and I want to assign this incident to a technician , i am unable to display all 300 technician in the technician drop down list . Please help what must I do Thanks Kanten
Problem with Simple Matrix Timespent Report
Hi, I'm trying to get a simple matrix report similar to the following. Technican Cat_1 Cat_2 Cat_3 name___1 01:30 00:30 00:00 name___2 08:30 15:30 10:00 name___3 01:30 00:30 00:00 name___4 01:30 00:30 00:00 name___5 01:30 00:30 00:00 I setup the report by selecting the Simple Matrix Report with Category on the top, technician on the side and Sum of Actual Time. However the report is not generated but returns the error "No data available to generate report. " There is data there as the Advanced Matrix
Audit chnages report
I need a report with Audit Changes of computers with filters: Change type like: "system" change details starts with: "(WORKSTATIONNAME) changed from" Audit time: las 7 days Is it possible?
FR: Allow admins to rearrange Services in Service Catalog
It would be great if admins of SDP can rearrange Services to make them look as intended. Now this list is sorted by the programm.
Multi-language Service Catalogue
I have just finished adding English entries to our request catalogue and now we require a French translation of the catalogue. I have tried using the same entry as the English request catalogue but I just end up with very long and obstructing links, so I must avoid this. Is there anyway to create a French request calaogue and assign it to a specific organization site?
support group role
hello i made seperate support groups of technicians, and i want each group to enter on his page and see only his requests, changes, problems and generate only reports related to his group. how can i do it?
preventive maintenance
While creating a preventive maintenance task can I select multiple assets in the same task because I’ve a lot of assets that have the same preventive maintenance task so to avoid repetition I can select all assets in one task
Search text
Hi, Maybe my question is stupid. Can you make a search through the text of a ticket? To explain, as if we were to use outlook and are looking for a word contained in the text field. Thanks , Best Regards Daniel
"Keep me signed in"
How would I go about removing this option from the login page? Thanks
relationship
I’ve more than 1000 asset so how can I define relationship between these assets in an automatic way or can I import it from a file for example, and how does the relationship help in assets/requests management
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