Assign empty db to existing Servicdesk Instance
Hello, We are facing the following problem. We have a Adventnet test instance where we test the build updates before applying them to production server. Now our test database is corrupt and we have no valid backup. Is there any way to tell an existing SD installation (Build 8008) to create a new empty database? Thanks for your help and BR, Markus
Validate Ticket from external server
I was wondering if there was a way to pass a ticket number from an external application to SDP to see if it is a valid, open ticket.
Weekly Forward schedule of change requests
Is it possible to prepare a report for "Weekly Forward schedule of change requests", i.e., Change Requests scheduled from the current date & time to 7 days ahead. The current date & time would be the time when the query which would be running. My database is MySQL and my build is 8003 Thanks in advance
BI data
Would be nice to be able to present say on the log in page some data such as, current number of open tickets, total requests received today, this week, this month, last month. To give our users some insight as to how busy the help desk is.
Notification to requester if he/she reopened a ticket
Is there a possibility to enable such notification?
Servicdesk create a new empty db
Hi there, We are facing the problem that the db of our test instance of SD (Build 8008) got corrupted and as it is test we don't have a valid backup :). So I need to know if there is any possibility to create and attach an empty database to an existing SD installation. Thanks and best regards, Markus Purker
Export Data?
Hi All, I'd like to know how to export SLA settings, categories and Technicians from the old server to the new one? Thanks in advance.
browse database using phpmyadmin
Dear all, Can I use phpmyadmin or other GUI tools to browse servicedesk's database? Please tell me how. Thank U Samuel
Select Asset Form View when logging Request/Incident
Whenever linking an Asset to a Request/Incident and the Select Asset form opens this diplays the Product Type aswell as the Asset Name. Delivery of the Product Type would assist users when logging Requests/Incidents as they would be able to identify the types of Asset that are to be linked to the ticket. When the dropdown window is selected instead of selecting the [ + ] radio button the Asset Name displays the Product Type beside the Asset Name.
Asset Scanning Issue
Dear all, When i going to upgrade the Servicedesk plus to the new build, Is it necessary to upgrade the Agent also?? Please do the needful. Regards, Girish Barhate
Definitive Guide to the Remote Control function
I'm having trouble making the Remote Control function of the SDP. I'm using version 8.0.0 build 8015. Some of my technicals do not have administrator permissions on the machine and these, when they try to control a machine, the request appears to the remote host but after after acceptance nothing appears on the technical. I wonder if you can pass me a document that contains all the necessary permissions for the Remote Control function for today, need to remove the VNC on my site and unfortunately
Resource area of Template
Is there a way to make the questions in the resource section of a template mandatory fields? I think this area is a great feature, but without being able to make the fields mandatory it's possible for a request to be submitted without pertinent information. One major purpose of templates is to save time - if data is missing and technicians have to spend time calling to get questions answered, it makes the template almost useless. Sheila
Organization Name cannot be used as Vendor
Hi, I am currently evaluating 8.0.0 Build 8017. I have entered my organizational details and enter or company name as XYZ I tried to enter a new vendor with the name XYZ and the following error comes out FAILURE :Vendor with same name already exists. Please provide a different value. Is it forbidden to use own company name as a Vendor Thank you Baran
SDP - View Logged on Users?
In ServiceDesk Plus (8017) with SQL Server 2008 R2 Standard, is there a way to see who is logged on at any given time?
Resolution templates
Hi Support, Does a resolution template change the request status? Can it only fill in the resolution field on a request? If it can't close the request and set additional fields, can someone tell me why I would ever want to use one? I use incident templates to close requests with a common resolution - if the resolution is the same, then it sets the category/subcategory/request type/impact/urgency, etc and sets the request as closed. If you are adding a common resolution you will set the status to
Incident Template used to be called Request Template?
Am I going mad? Didn't the Incident Template used to be called a Request Template? What was the reasoning behind the naming change? Is there some logic behind this as at the moment it's kind of confusing: the terms 'Incident' and 'Request' should mean two different things in ITIL terms yet seem interchangeable in Servicedesk. Any thoughts? Angela
How to remove group?
I want to remove group. If I delete the group the message "Can't delete because the groups is in use by another module" I need your hepl. Thank you. Denis
Report capturing Technician License Information.
I have pasted the excerpt of an email from one of the Customer. Please point out the specific SQL queries if it is already identified. Is there any possibility that you can provide me with a sql query with the following information to assist me in managing our technician licenses? I need the following: Technician Name Date Created Active or In Active Date or history when it is changed to inactive. Technician created by Whom. - Umanand. ManageEngine IT360 Team.
more additional fields
we're evaluating the sd+ software, but we need more additional fields in changes and request item? is possible add more fields in this tables? with 4 date fields in changes it's not enough for us. how we can add more fields, date, text or numeric? in the other hand, we install the spanish version, but there are a lot of text that is not translated. thanks
Problem to Import Requesters from Active Directory
Hi, I got a problem with the import requesters from Active Directory. Everything have always worked but now the import process stays at 0%. I can log on to service desk trough Active Directory without problem but cannot import new requesters... Here are the errors shown in serverout0.txt : Users List : LDAP Enumeration Failure. (0x80072030) [SEVERE]|[79]|: Exception while fetching User List for OU [com.adventnet.sym.adsm.common.server.ADHandler]|[SEVERE]|[79]|: Error when importing. SO RETURNING...|com.adventnet.servicedesk.ServiceDeskException
Email distribution lists
I have a requirement tobe able to use SDP to send email to all registered users not just technicians. Can SDP be configured to allow messages to be sent this way? If so, how?
Service Desk Plus Stop Working
Hello, i have service desk plus on a win2003 server, but frecuently the services of Service Desk stop working and i have to restart the server every time to make service desk plus work again. i already aumented the ram on mysql and the wrapper. What else can i do to fix these problem??
ServiceDesk category / sub category / item display question
Hi - In the ServiceDesk / Admin / Category panels, the Category, sub Category and Items are displayed sorted alphebetically. But when I look at those same items in the requestor interface, they are sorted by the SQL item number and so Requestors spend quite a bit of time searching through them. Is there a way to sort the items alphabettically for the Requestor view? Perhaps a sample will help: From ServiceDesk / Admin / Category screen: Category: Desktop Sub Category: Adobe Acrobat Adobe Reader AV
Service Desk Shift Reports
I would like a report that shows Service Desk SHIFT activity. This would require a report for Serivce Desk technician shift times. i.e. The following DATE: October 20, 2011 Shift: 6am - 6pm Technician on-shift: Joe Smith Incident requests: 0pened: 23 Resolved: 12 Assigned: 11 Service requests Opened: 18 Resolved: 12 Assigned: 6 Critical or High Priority: Inident # 37129 - Email exchange server down - Curent Status: Resolved Incident # 37143 - Executive area
Technician reports
IS there a way to generate a report of the days/times that technicians log on and off the service desk?
Possible Bug in Purchase order process
We have recently started using the PO part of the system. Ive setup a number of additional fields to show on my PO. When I raise the Po all of my additional fields show. Once Ive completed the PO however, if I generate the PO copy by using ACTIONS email to Vendor, one of the fields (cost centre) does not show on the generated copy. If however I choose, print preview of the same PO and then choose to 'send' (email) that to the same vendor all of the fields are present in the resulting PO.
Incomplete asset scanning
Hello guys, Got a problem with asset scanning in that it does not seem to scan everything, especially with software: gonna give one example. I have an dedicated Exchange Server 2010. I use agentless scanning. I noticed only three things were getting scanned with agentless scanning: - Microsoft Silverlight - Windows Server 2008 R2 Enterprise - Windows Internet Explorer 9 The strange thing is it does detect hardware and (which is noticable almost every scan) the free space on drives. So i thought,
Update ServiceDesk Plus
Dear I've updated the 0009 version of ServiceDesk at 0017. After the update, I can not see the images that were in the service catalog templates.
Edited Time Spent Report Graph Always Shows Count
I am trying to create a Time Spent report with a graph based on the pre-defined 'Time Spent by Technician' report. I would like it to show the sum of time spent per technician but I cannot get it to do so. The column summary is set to 'Time Spent - Sum' but the graph always displays the count of cost entries. Any help would be gratefully appreciated. Cheers John
Can you restrict incident templates to a site?
Can you restrict incident templates to a site or technician group so people don't have to choose from a long list? This is for technicians when applying a template to an existing request. Thanks, Dean
New PM task
I would like to create a new PM task that appears in the Unassigned queue on a daily basis. SD+ requires that I assign a technician to this task. Our field techs rotate in and out of the office, so I can't assign to the same tech on a daily basis. I want all techs to see this daily PM task and have a tech take ownership. This is a simple task that anyone can perform. I am trying to 'spread the wealth' by cross-training, so to speak by having more than one person perform the task. Is there a way
Logged in technicans
Hi, Can I please request an updated version of this report: http://forums.manageengine.com/topic/technicians-logged-in To work with version 8017 of ServiceDeskPlus. The report would show the currrently logged in technicans. I am using the MySQL database version. Regards, SDP-User.
How to change attach file directory
The customers have installed SDP on drive C: and they have been facing disk space problem. The problem is the system has many attach files and they want to relocate ‘fileAttachments’ folder to drive D: to decrease disk space on drive C: Can they do this and How they do this? Please advice. Customers use SDP 7.6 build 7608. Best regards, Songtham
Service Desk Plus Server giving Invalid License file error( Error 535 )
I am experiencing issues with our Service Desk Plus server. Originally the site was exhibiting odd behaviour( ie: clicking on a specific ticket would just reload the the list of tickets ect ). So I rebooted the server, which normally fixes the issue but then I found that the server would get hung up while loading Manage Engine. After a couple of attempts to get it to boot up I got an "Invalid license file" error. The exact error code is Error: 535. Can anybody help me out?
BUG in Request List Display
Hi, I use SD+ v7 build 7004. When I uncheck all column in 'Display column menu' except column Created Date and Completed Date, I can't revert this action because the 'Display column menu' also gone..!!! Please see attachment, as you can see "Search menu' is also gone!! I have tried restart SD+ service but nothing happen. How to solve this problem?? Please help. All help appreciated. Thanks.. Tamam
Timer - SLA - Due By Date
How many timers are there? Is there one for the SLA, and one for time spent on a request? Or is there just one timer used for both, the time the request was opened to resolved and for the SLA? For example: 1:00 Request is submitted. 2:00 Status is changed to Onhold, stopping the timer. 4:00 Status is changed to Open, starting the timer. Now, it has been 3 hours since the request had been submitted, but the timer has recorded 1 hour. Which time governs the SLA? The 3 hours or the 1 hour?
Change Management
Who will assign a change request to Technician in "Change Management".
Outlook and SharePoint integration?
can service desk be integrated with sharepoint? specifically send and/or receive tickets and updates?
Report to show how many tickets were take in and closed that day
I'm trying to figure out how to generate this report/graph that would show the amount of Incedents taken in and closed that day. Thanks
Creating Report with Asset & Change Details
Hi, I want to create a report where it will display the Asset Name and also the Change Details (found in the Asset category under Requests). Is it possible? Example: Server Name Change Details Completed Time ---------------- ------------------ --------------------- server1 Applied Security Patches Nov 3 2011 Thanks
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