Tasks template in request templates not being created
Hello, We have an SDP8016 deployment. We are using the default request template, where we have added some tasks to be included with each request. When we create a request, even if we mark the tasks to be created, they don´t appear in the tasks tab (the task tab doesn´t appear initially). We are able then to add tasks manually or from task templates if we open the request and execute the Add task operation, but default tasks for the Default requests don´t show.
Tasks: Add work log
It would be nice to have a work log attached to the tasks. When a new user is created within our organization there are six of us that create accounts in different systems. We have tried to use the work log with tasks, however, the tasks are sent to the different technicians but all they can do is close the task. They cannot add a work log for their time without doing searches on the system to find the main task which is always assigned to a different helpdesk coordinator. I would also like
mysql to ms sql conversion, data retention
when you change your db to ms sql from mysql does the conversion script retain configuration and ticket information including counters? /kdl
Agent Version
What is the current version of Agent for ServiceDesk Plus? As in our network we seem to have 4 different version's 1.0.4-1.0.7 and on my ServiceDesk screen it shows latest version as 1.0.5. I am gathering part of the problem is we are also currently running Asset Explorer which I gather is the cause of the wide range of versions. But this is causing a problem for as when our customer support group tries to remote control peoples computers they are not able to connect to people who have different
Report - Request with Resolved Status but no resolved timestamp
Hi We have an issue where when a request is raised and resolved at the same time the resolved timestamp does not get set. This means that the request will never close as we set to autoclose after 7 days of being resolved. Could you provide me with a report in MSSQL that will show requests that have the status of resolved but no resolved timestamp. Thanks Mike
Custom Report - Approved Incidents
Hello, I am currently running a query to generate a report for the approved incidents by the approver. I need some help changing it so it does not show the incidents where the approver is "Not Assigned". I also need it to only pull the approved incidents from the previous month so the report can run on the first of every month to provide proper status. Here is the query i'm using now: SELECT wo.WORKORDERID 'Request ID',aau.FIRST_NAME 'Requester',rtdef.NAME 'Request Type',wo.TITLE 'Subject',ti.FIRST_NAME
iphone issue
we have one technician that can't login to service desk plus (build 8016) on their IPhone 4. They get a message that says: "You cannot login. Only technicians allowed to login". We have confirmed that they are a tech. Any ideas? thanks
Task issue in the Problem
Team, I created a test task for a problem. ServiceDesk sent email. I see in this email a bad link: Задача связана с http://tst-sd1/ProblemDetails.cc?ProblemID=117 Ссылка на задачу: http://tst-sd1/tasks/CUDTask.jsp?TASKID=24045&MODE=Edit Second link is ok. First link is bad. When you choose that, your browser will be looped. Link must be as http://tst-sd1/ProblemDetails.cc?PROBLEMID=117 Please check and fix. Thanks.
servicedesk/facilitiesdesk on same server
Hello - Our facilites department want to purchase the facilitiesdesk software. We already have servicedesk on our management server - is it possible to have them both installed on the same box, or is it not recommened? We use mysql db's. thanks Pete
Screen Shots from Outlook 2010
Hello, When a user submitts a request via Email that contains a screen shot or other image all we are able to see in the request is the place holder. (The box with a red x) we are not receiving the image is there anything that can be done about this?
Asset Management
Perhaps for the next update... when creating Dynamic Asset Groups, could an option be to automatically assign to a group based on Asset Name? This would make filing assets much easier.
Try to log in to SDP using LDAP it always says user or password is incorrect!!
I have setup LDAP in the SDP,The version is 8.0 build 8016 and have gotten a successful import of users, however when I enable LDAP Auth. and try to log in to SDP using LDAP it always says user or password is incorrect.why?
Scheduler Idea
Would it be possible to allow Technicians to schedule blocks of time when they aren't available instead of just entire days. We have technicians that go offsite and if they receive a request during that time it gets flagged for violating first response and sometimes resolution. It would just be handy to be able to make yourself unavailable during certain times. Thanks,
Email assigned technician when request is closed
We're using SDP 8015. Sometimes we will ask other technicians to take a look at a ticket, but we won't necessarily assign the ticket--it's more of a "four eyes are better than two" kind of thing. Is it possible to send an email to the assigned technician when the request is closed by another technician? I saw the notification rule for sending an email when a ticket is closed--but it seems to go to everybody--we just want to send an email to the assigned technician. Thanks!
Can't log in as admin
1. Installed 2. Connected with AD 3. Forgot to set admin 4. Can't log as admin - no configuration allowed :( Pls help
Migration from BMC, Frontrange to Service Desk Plus
Hi there, Is it possible to migrate from the above mentioned? Kindly revert soon as I am evaluating these softwares; Cheers,
migrate just 'Requester' and 'Technician' data from one DB to another
Hi All, Currently I use SD+ v6 with SQL Server 2000. I want to migrate to the SD+ v7.6 with SQL Server 2005. How I can backup and restore just 'Requester' and 'Technician' data from old DB to the new one?? this migration process will left old ticket data in old DB (sql 2000) and starting with new ticket data in a new DB (sql 2005) but with the same Requester and Technician detail. Thanks. -Tamam-
Error in updating assets
Hi, When adding assets to workstation in IT Asset manually it gives an error "java.lang.Exception: Product Type Not compatible".help me out from this
Updating SDP Agents and Remote Control without Active Directory
We dont have any installation of Active Directory and Workgroup etc. We have deployed SDP with agents. Since the environment does not have an Active Directory installation, any updates to the agents is not possible without physical visit to the client. Also any installation of fonts etc is not currently possible without a physical visit. All the users in our environment are mainly using the account with Administrative privileges to login locally and use the PCs (either built in administrator account
Printer Report
Hi all, Is there a way I can have a report of all printers and maybe include name and possible for details? Thanks Martin
Problem modifying SITE Field
Ok, i want the normal user have the posibility to select the SITE Field so i can know were he is reporting the problem. I go to REQUEST TEMPLATE-->DEFAULT TEMPLATE--> on the REQUESTER TAB i can´t edit SITE to allow the user to select this option or to make it mandatory. Thanks in advance
change notification URL access
Hi, When I send a notification about a change to someone who is 'only' a requester they cannot access the URL that is embedded in the message like http://sdp:80/ChangeDetails.cc?CHANGEID=204 is it possible for a requester to look at the change in a readonly form (just like a cab member when he is asked for approval) ? Kr, Ronald
how to open service request with a requester from Service Desk plus?
Hi Folks, I hope you all will be going great. How to open service request with a requester from Service Desk plus? Regards, Shah Hussain
Category in SDP 8016
Hi, business rule only work if you've created it in the default site, i've tried it under a specific site and didn't work. any clue?
SLA Report with Restablishment time
I have a new challenge for the Report Gurus: I need a SLA report that calculates something I called "Restablishment Time" ('Executed Time'+'Time spent at first WorkLog entry') and to sum at the end a technician-entry called "Unavailability Time" that will be used for availability calculation (% in month). The report should be something like this: Request ID | Priority | Created Time | Executed Time | Restablishment Time | Resolved Time | Unavailability Time (in min) | Time taken to respond (hh:mm)
Probelm with new-emails
Hello, I had problem with SDP and new e-mail caming from clients. Problem was quite strange because answer from clinet wasn't added to existing case, but it created new case - and important - thne number of that case was already used earlier (so that "new" case had been created earlier adn was about different problem). Can you fix that? One thing that we could do was restarting SPD, and now it's ok, but that situation can replay.
8016 Hotfix Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the enhancement done in this hotfix ( 8016 ) release. SDP-40726: Requester can able to select the Service Request Approvers, while raising the Service Request. And by default the approver field will be moved out of the SR templates. And if required, this field can be dragged and moved into the SR templates. By default users who are
Service desk login domain list
dears, when the AD authentication is enabled on service desk plus. when you try to login to the system. before typing your user name : the drop down menu will show list by all domains that is available to the system. but when you start typing the username. the drop down list will only contain the domains which you have imported requester from. I need the login page to show only domains which i have imported users from as requester. is it doable.
Scheduled Backup fails occasionally
I would like some help to figure out why the backup fails occasionally. Build is 8015, but this has happened in the past with 8013 and 8010 I believe. Database is MySQL My backup configuration is as follows: \\FileServer01\ManageEngine\ServiceDesk\backup Just a database backup, no file attachments. Error is as follows: java.io.IOException: The specified network name is no longer available at java.io.FileOutputStream.write(Native Method) at java.util.zip.ZipOutputStream.writeInt(Unknown
AD imported requester Details not populatuing on new request
I have imported the users into SDPLUS from AD However I have a couple of users that although they are in the system as a requester with all thier details ie: e-mail address telephone number when i try to log a request for these few users thier details are not populated in the request details ( including thier e-mail address ) as such no notification are being sent to the user can you advise ?
Customizable Dashboard
It would be a nice feature (esp. for technicians) to be able to customize the dashboard. The real estate on the page is valuable. I would like to see a version of the My Requests Summary for Unassigned Requests. I do not find the PO Summary very useful, this could be easily run as a housekeeping report. The option to choose what you see in each 'block' of the dashboard is a better way forward than a direct change. Keep up the good work.
Custom scheduled report needed
Hi, We recently upgraded from ServiceDesk+ version 6 to version 8.0.0 Build 8009, running on MSSQL. A scheduled report we used to run now no longer works properly as formatting has changed. Would you be able to supply the SQL for the following, please? Report The purpose of this report is to show if we have met one of our KPIs - the time taken between a new request being created, and the request being assigned to a technician. For all requests created in the previous quarter, we need: RequestID;
Dasboard in SDP
Hi How can I get the dashboard to auto-refresh? The user guide states: "The Dashboard is a visual display of real-time information, consolidated and arranged in a single view so that it can be easily monitored" yet as far as I can tell, it only refreshes if you press f5 or come out / in. I want to be able to display this on a monitor on the wall, so it gives all in the team a real-time view of what is happening from a stats point of view. Any ideas, please?
Site automation equipment allocation
Dear How can we ensure that machines are discovered by the SD automatically assigned to a site? For us ideally to take the site with the AD container name. You can check if this is feasible. Jose
Email Commands and Forwarding
Not sure if this is the correct area or not but it was really the only one that was even close to what I want. I was wondering if anyone has ever tried what I am proposing. We have alot of users that email technicians directly instead of going through our helpdesk and I was wondering if there was an easy way to for those technicians to forward that email to our service desk email account so it will create work orders? We've had some success with this with some editing such as changing the @@Requester=User
Business Rules
I have encountered an issue today where business rules have disappeared for me in the admin section. The tab is still there but it shows no business rules. But if I select organize business rules they do show up there. I noticed after the fact that this was not just limited to the business rules tab. But also effected Requesters,Technicians and any other tab that had similar created items within it. Was able to see them but only after deleting my account and re-adding.
whitespaces in additional fields aliases
Hi. I have a problem adding requests via REST API. Some additional fields aliases contain whitespaces in their names. Can I somehow refer directly to field name, for example: UDF_CHAR16 Thank you in advance
Service Desk Plus IP scan
Good afternoon I have service desk plus configured to make a rage ip scan with a certain credentials and when I scan the network I am getting ip addresses that are not in use to the list of scanned machines (see image above), is there any way to configure this to just scan and add machines that respond or are alive? Thanks in advance and Best Regards nice work Jorge
Report Help - Custom Report - Request ID field
Hello, I'm creating a custom report and need the option of "Request ID" in the Group ID field: Here’s the settings I have: Advanced Matrix Report - Column Grouping o Columns: Executed Time o Date Formate: Day - Group By o Technician o Group o Request ID - Summarize Column By o Sum o Time Elapsed - Date Filter o Executed Time During Last week - Advanced Filtering o Technician is <List of selected Tech Names> What I need is the next Group By option of Request ID that’s highlighted above. I I’d like
Assets
We have been using ServiceDesk Plus for about a month now and this problem has happened twice. While working on the assets and getting them all assigned to the correct departments all of a sudden they all get changed to the same department. The only thing I can think of that I did just before this happened was that I removed an unused site.
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