Requests resolved date/time vs. closed date/time
Is there a report or a query where I can compare the resolved date(s)/time(s) to the completed date(s)/time(s)?
Feature Request: Automatically Notify Manager
Our management requires that when their employee submits a request that they are copied on the request. Today, we have to do this manually. Our organization structure is already loaded in to AD (Who reports to who, etc.). It would be handy if ServiceDesk could automatically copy their supervisor on the ticket without us having to manually set it. Just a FYI.
Custom report view in folder
Hi, I have created a new custom report based on a query. The new report is public and I published it in an existing folder. The problem is that some users with technical profiles (authorized to view only the requests of their group or assigned to them) can’t view the report in the folder. Can you help me or tell me what I should check? thanks
Group A
Hi App Dev I would like to see the ability to be able to create a problem ticket from the Reuqest List, by checking off a number of requests and then create Problem with these tickets associated to this problem. As well could there be a quick option if you know which Problem number it is already, have the option to quickly choose "Attach to Problem #____" Alex
Firefox 11 issues
Seems like SDP and FF11 have issues. I can't add notes to my task as the notes box doesn't popup. SDP accepts the Add Notes click but doesn't pop the notes window up anywhere. I have scrolled right down the page to make sure it didn't pop up somewhere further down. I'm not sure if anything else is broken as I have had to switch to another browser to keep using SDP.
Asset scan - Connection to RPC server failed
The troubleshooting guide to the above error for scanned workstations is missing one error that can be quite common. If you have enabled SMB message signing on your network and the scan resolves the wrong IP for the computer which another computer is using, you will see the above error. For example PC1 was using 192.168.1.1 but has shutdown. Its DNS entry still records this IP. PC2 is using 192.168.1.1 and is online. Its DNS entry records this IP. When attempting to scan PC1 the IP 192.168.1.1 will
how to delete an asset type from assets?
Hi I'm interesting of ServiceDesk Plus and trying it. Please, tell me, how i can to delete some asset types from assets? (see attachement Capture.jpg) Can i delete native assets from there or only imported by me? and one more question: ServiceDesk Plus supports importing from .csv file assets with Russian language? (see attachement cap2.jpg) Thanks.
Report to track resolved/added requests
I was looking for a single report to track new requests each week/month versus resolved requests by technician. My SQL is a little rusty, so before getting out my reference books I'd thought that I would check in case anyone already has done this. I realise that there are existing reports to do each of these separately, but I was wanting them on one report.
Using REST API, Retrieve 'N' number of tickets in a single request(SDP 8.0)
Hi, We have a requirement as below End users using a third party system to generate the tickets in SDP 8.0(Using service desk REST API) Let’s assume the following scenario: User1 submitts 30 tickets in a day(Using the third party system). Once user navigate to the view requests page in the third party system, It should show all those 30 requests details with the current status (Which is in service desk ) We were trying to use REST API, we got nothing. Only possible way is to loop through 30
Showing workglog to reguester or time spent to reguester
In reguest there is section Time Elapsed where you can enter worklog fot ticket. I have got questions that would that be possible to show this worklog to reguester? Our need would be that reguester would see how long time it has taked to solve this problem? Is there anykind solution for this or workground? We would only one time fill worklog... it that possible example transfer Time Elapsed total to solution Resolution pages etc.. This would be very importat to solve. Second question is that possible
hint of what book to study
Would you like a hint of what book to study to perform query in mysql database used by programs developed by "manage engine." ? Thank you.
How to have multiple SLA for the same site- SLA depending upon the time of logging of request
We want to have multiple SLA for the same site.The type of SLA applicable should be depending upon the time of logging of the request. If the time of request is say 12PM, then Low SLA should be applicable, and if time of logging is 3PM, then High SLA should automatically get applied. Also the same asset should be possible to associate to multiple sites and SLAs.
Import requestors from a differant domain.
we have a trust relationship with another domain that isnt based in the UK. I have imported my requestors from the UK and created my techinicains, all good so far. What i need now is to specify another domain where i can pull the requestors from and create the technicians. Is this possible? Thanks
Log in to SD as Technician and get full admin rights
I want to be able to log into SD with my Domain credentials and get the full range of tabs (like if i logged in as local administrator) I have added myself as: AERemoteControl SDAdmin SDChangeManager SDCo-rdinator SD-Report The only tabs i get are: Home Service Catalog Requests Solutions My Details. Also i have a request in SD and it is assigned to myself. I can see it if i log in as local administrator, but if i log in as myself i cannot see it. Many thanks Allan
Resolution Date
Hello All, My Staff are out of the office most of the day and from time to time can only add a resolution to a call two days after the actual resolution. Is there a way to set the actual date of a resolution? Thank you in advance
users details are not displayed on login
I had imported users details from Active Directory (name, dept. job title, telephon..) but when users log in (using heri credintials) only the Name is filled with their full name. but other fields (job title, dept. telephone) are empty!! however, when i login as technician or admin, and submit an incident request.. i just enter the name of the staff and automatically all other related details got displayed so, what i'm dong wrong? why are the details are not in its place when requesters log in?
upgrade servicedesk 7022 to 7500
Dear All, I have done one upgrade 7000 to 7022 6 month ago now i will upgrade my servicedesk from 7022 to 7500 When upgrade, it show below error (logs) Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at
How could get this report with costs
How could I get time report with costs id - subject - technician- time spent - cost - date - created time - client- department - type of request
Does anyone have any tips on how to handle the API XML responses
Does anyone have any tips on how to handle the API XML responses (see below)? <operation> <operationstatus>Success</operationstatus> <workorderid>3</workorderid> <message>Request created successfully with WorkOrderID : 3</message> </operation> I don't want my end users seeing the raw xml which will be hard to read especially the "get request". It says in the api help that it posts to a file but i think it just posts back to the page? "Status of the servlet operation will be xml file containing
Add a technician with a login
I have a problem when trying to add a technician with a login in the free version it says that it exceeds the count of technincians with login allowed by the license, but i do not have any other technician registered. Previously i registered a technician with login, but i deleted it, is there anyway that this is affecting teh count of technicians with a login? how can i register a new technician with a login name?
Duplicate tickets created when email used.
Has there been a fix for this issue? When a request is created and the user/tech response via email, a duplicate ticket is created. The subject is not changed. We have to merge the tickets. I searched the forums and have seen others with this issue, but I real clear solution. Thanks Jacob
Issues While Using The Servlet API (Date & Technician)
I have tried using all the date formats but I am unable to save the DueBy date and the Created Date Any clue where I confirm those fields names? And what exactly is the date format? My configuration has no sites so all the sites are deleted and not required. Using the API the technician group is saved successfully while the technician is not being saved I have tried both the username and the email but with no luck The documentation is providing the request fields with no date fields' names.
cost handling
Is there any possibility to hide the "Costs" tab from technicians and only show it to administrators? Thanks
Scan Issues with Solaris/Linux/HPUX servers
I've been having problems getting a successful scan on all our Unix Servers. Most of our Solaris servers are scanned successfully...some Linux and none of our Hpux servers are scanning successfully. I've looked at various posts regarding rpc, dcom firewall, etc. If the scans are working for some of our unix servers (and windows too), then it can not be an issue with the Windows 2003 server that ServiceDeskPlus runs on...has to be the target server. Can you tell me what processes, ports, configuration
ManageEngine ServiceDesk Plus app for iPad & iPhone
Hi, I just downloaded the two ME ServiceDesk Plus apps. ME SDP and ServiceDesk+ I assume that ME SDP is dedicated for technichian and ServiceDesk+(the one with the clound in the background) is for end-users. I was able to set up ME SDP by generating the key for each technicians who are using it. However, I wasn't able to set up the ServiceDesk+. I got the "Request Failed. Status: 404" error. I checked the Server, Port, and Protocol and they all are exactly the same as the other app. Any thoughts/ideas?
Assests Scanning Problem
Hi When i scanned windows workstation for inventory (Assets) in SD Plus 8.0 , and my windows firewall is on , SD Plus unable to scan the workstation. But when i off the windows firewall it is easy for him to scan complete inventory and records. What ports or exception should i define in windows firewall so that it would work for me. I cannot off windows firewall permanently because its not possible. well i have tried alot to resolve. i define 5001,5002,5000,135,145 ports but still the problem is
SLA Support Hours per month
Hello All, Our SLA's run for a period of 1 year but the hours allocated to customer renew monthly. So e.g. the customer signs the SLA on 01/3/2011 and the contract will be renewed again on 29/02/2012, each month the customer is allocated 10 hours, unused hours, up 60% of the contract, are carried over for a maximum of 3 months. I need to know Is there away to see how many hours the SLA customer has used in a month and how much the customer has left for the month. ATM I have set up
New release
When the 8.1 release is officially scheduled?
New Installation of ServiceDesk ver 8022
Hello, I have just installed SD Version 8022. I can log in through the web interface and I have added my users, clients and a couple of technicians. I have tried emailing into it and it doesn’t seem to be fetching the email into its self. any advice would be fab. Thanks
IP address field for IT assets?
I created a new product type of IT assets called Copiers--we want to track the name, model, IP address, etc. The only problem there is not a field for IP address. There's an IP address field for workstations and servers--just not for this new category. Is it possible to add this field? I don't even see an IP address field for the routers and switches categories either. Thanks!
Approvals in ServiceCatalog
Hi, We use SD+ v8017 and we configured our Service Catalog and are testing it. When we use extra Resources in a service containing different questions, there is no possibility to set these fields as mandatory. Is this possible in next versions or in the new release of 8.1? Also when the user doesn't fill in all extra resourcefields and the approval is done, the status of the approval is reset to pending when a technician fills in the empty fields. This is unusable because approvers gets multiple
un-archive requests
hi please i want to ask if there is anyway to retrieve some of archived requests to active requests and thanks in advance
Reclassifying products issue
Hi, I'm having an issue reclassifying some of our servers. When we first installed Service Desk we imported Servers from a CSV file and classified them as non IT Assets with a Product Type: Servers Imported, we did this because we lacked the node licenses to properly import the servers under the IT Assets server. Since then I've purchased more nodes and I'm trying to change the non IT Assets Servers Imported into IT Assets servers. I've had success with most Product Names by changing the Product
Unablr to Generate Report
Hi Support when we try to generate report we are not able to do. it gives below errors. Please help me on this. MessageDear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Unsupported Image Type at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62)
What can requester see in webportal?
Hi What can requester see for information in webbportal? it seems that a requester can not see worklog, only solution. Can I change setings for this so that requester can see worklog in webportal?
Firefox 4 cannot edit solutions
I have updated my FF to version 4.0 Now when I'm trying to edit solution of request - if it was already filled in with smth - it apears blank with no solution... The problem was on 7.6.x version of SD and on 8.0.0 Build 8009 I have purged my cache with no luck...
Seeking on Logon name
Hi Why cant I seek on requseters Logon name in incident view?
Request inactivity notification/reminder
Hi all, we are evaluating the ServiceDesk solution for our company. We already set-up SLA in order to avoid late reply to the customer. We can't find a way to be notified if a request is inactive for too much long (like inactivity timeout). I mean, our need is to have notification if a requests has been taken in charge by a technician, the first reply has been done, but at one point the technician (or the customer) is not giving replies anymore. We need this in order to avoid to have requests that
Have a field toggle a task request
I would like to be able to see a feature where a particular field can toggle a task request. For instance, when creating a new user account we have multiple accounts that the manager needs to be able to select from. I would like to have it be setup so that if they select the field "Email Account" and select "Yes" that it would create a Task to create an email account or if the select "No" it will not do anything. Do you think this is something that could be incorperated in? Thanks, William
Request Approval History
Hi There are 2 issues: 1. How can I see Approver Name in request history instead of his email? we generally don't use emails. 2. How can i have a view of all my past approvals (history) in my home page? Thank you Amir
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