Comparative Reports
Hi, Is there a way in the SDP where we can create side by side comparative reports. For example we want to view the number if tickets created for the months January to June . We want to see a graph showing the number of tickets per month. Thanks, Jon
8012 unable to login
I have upgraded SD+ to build 8012 on my test system. The "log on to" dropdown selection box does not appear at all - so I am unable to connect at all either with a domain or local account. Please advise urgently. I have also logged a support ticket via email. Thanks, Dean
stoping the repsonse timer
What action is required to stop the response timer? I have created a ticket that has a response time of 1 hour. for a test I open that ticket and do the following actions... 1. Actions > Pickup and/or 2. Add a work log But i STILL receive and email stating : This is a warning notification for a first response time getting overdue at...... what is the action that prevents this? please tell me that the help desk staff don't have to go into Action > stop timer every time.....
Requester Acknowledged the Resolution Comments
1. We have it enbled to "Prompt a message to the technician confirming the user's acknowledgement to the resolution". There is a comment box under the radio button "Has requester acknowledged the resolution". When I enter comments here, where does it end up? I am unable to find out where they are recorded. 2. If we disable, "Prompt a message to the technician confirming the user's acknowledgement to the resolution", we are no longer presented with the "Close Request" prompt box: 1.
Restore deleted files in Change Request
How to restore "Deleted files in the Change Module" in SDP?. Technician has deleted the file accidentally which was attached in the Change Request in the Planning section. Does it store anyway and how to restore it?
Ticket from Service Catalog -> Problem
Why can not I become a service request coming from the Service Catalog into a new problem, or join them to an existing problem?
unable to insert images into email notification templates
HI, i have been trying to place our company logo into our request notification templates with no luck. I am unable to cut and past the image, and am usnure of how to code it to hold a image. we are running version 8012, and using rich text emails.
custom report date range?
Is it possible to prompt the end user for a date range for a custom report? TIA.
Reporting on Asset Owner History Changes
I am trying to report on changes made to the asset's change history based on the user history fields. Within the Resourceownerhistory table, I see that once a change is made the previous record has an endtime entered. A new row is then created with the new user/department details. Typically id expect the closed record (row with the endtime just entered) to be set as inactive on the Resourceownerhistory table and be put into a totally separate history table. (some tables ive seen would delete
mail fetching & batch scheduling
Hi, I have some problems regarding batch scheduling and mail fetching but I can't find any error logs and I want to restart the server. do you have any suggestion to do before restart the SD server? Thanks, Songtham R.
API and e-mail requests managing in non-latin language
Hello everyone! Does anyone (or developers) tested API requests and creation of tickets via e-mail with usage of non-latin characters? I mean, categories, requesters names, technitians names and other parameters we have not in latin language, but in Russian characters ... And i'm getting troubles while working with API-requests (and also with creation of tickets with e-mail) when providing some parameters like "Заявка на выполнение работ". Any help or imformation...? Thanks.
audit report on software changes
Hello all, i'm evaluating service desk 8.0 Enterprise. i need to schedule an audit report on software installation changes (CMDB) on just some servers, including software name, version,manufacturer, date of install/uninstall. Default audit report on software just works on all discovered servers, and this is not good for me. In addition it doesn't show windows patch updates but only software installation. is there a way to obtain a report for my demand? if i go on asset section, pointing to the desired
Question about Hotfix 8011
Hi everyone, I noticed a change in the way work orders are handled now with assets. In the readme file for the hotfix it says "The assets that are associated to a requester will no longer be avilable directly in the Request details page. A link will be available for that near the Requester name in the 'Requester Details' section." So now every time a work order comes through, we have to attach the asset back to that requester if we want to have a history of what was done to it. While it's no big
Incident Templates will not assign to Group when submitted by a Requester
Your Version : 8.0.0 Build 8007 After patching to 8007, When a requester uses a Service Catalog or Incident template (even default) The request does not go to the Group assigned to the template. (Normally hidden from Requester view) But if a Technician or an SDAdmin creates a request using a template, it goes to the correct Group set up in the template. I did some testing and configured the Group field inside the template to Requester can Set, Requester can View. The field is present in the
How to downgrade / uninstall Service Packs
With each passing day I keep finding more and more problems with Service Desk Plus Service Pack 8011. From template problems to duplicate groups to now having technicians just vanish from the system, I've hit my breaking point. I want to have instructions provided on how to roll out this buggy release so that I can provide my end users with the stable platform they deserve. And I am asking this in public so that others who are suffering from the same problems can find some relief.
Spam filter bug?
Hello. Here is my spam-filter settings. But when I send any e-mails with "SDP" subject, they are getting blocked. And in log i get message "[14:59:04:128]|[06-03-2011]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[SEVERE]|[45]|: Mail Filter condition matched. Hence not creating a new request." If I set condition in filter to "SDP" (not "SDP" or "##") then e-mail are not getting blocked and requests are creating. Please help to overcome this issue. Thanks.
Business Rules for Mode field
Is there a way to use business rules to set the Mode field. i.e, If a user has logged a call via an email to ITServiceDesk@blahblah.com, how do I automatically set the mode to "email" ? Dave.
How to add a notes to incident template
I want to add a important notes or information to a incident template to see the requesters. How can i add it.
Manage Engine Service Desk Plus Upgradation
Hi Friends, I have Manage Engine Service Desk plus 7.6 build 7611 installed in my Organization and i want to upgrade it on 8.0 build 8011. i want to know that is that possible..? If Yes then please let me know how can i do in-place upgrade of my manage engine. Thank You, Mahi Jhala
REST API using Zend Framework
Has anyone attempted to use REST in order to consume data from ServiceDesk? Here's a sample of how I'd expect the syntax to go: $client = new Zend_Rest_Client('http://192.168.1.1/sdpapi/request/'); $data = array('TECHNICIAN_KEY' => '89921878-F6A9-48B7-9676-4F8816EEC6E5', 'OPERATION_NAME' => 'GET_REQUEST'); $result = $client->restPost('/sdpapi/request/9567', $data); echo $result; Running this returns the following XML: <operation name="GET_REQUEST">
change close notification mail
how can i send the change status field in the notification mail. also i need to know is it possible to send this notification mail. if the status were set to "Rejected" or "cancelled". thanks
How to attach file to service request?
I have just created a test service request from the service catalog. When I created the request, I had the option of attaching files to the request. After I have saved it, I can't find where to attach files (I'd like to attach some PDFs of confirmations,etc.). Is this possible? Thanks!
tickets concluded report
Good day to everyone, I need some help in creating a custom query, we need to have a complete report o concluded tickets. Example: the various columns: Request ID Subject Request Type Request Status Overdue Status Created Time Created By Request Mode Level Priority Impact Urgency Category Sub Category Item Region Department Requester Workstation Group Technician Time Spent(in Hours) Time Spent(in days) Dueby Time Completed Time Responded Date Resolved Time completed time - Created Time Resolved Time
Technician need to pickup the ticket mandatorily
Hi, In our setup we have observed that before pickingup the ticket the technicians are changing the ticket status to in pending or resolving.Can we make the pickup option as mandatory so that we can make sure that no ticket will be closed as unassigned. Please provide us a solution ASAP. Thanks & Regards Silsha PV
Email Notification upon request DELETED
Hi, I understand there are notifications send out upon a request being created, updated, closed etc. Is there notification for request deleted too? Thanks!
Convert Incident to Service Request
Hello, I'm wondering if there is any way within the ME SDP web interface to convert an incident to a service request. We have traditionally only used the New Incident component to deal with all incoming requests, however we're hoping to start using the Service Requests to better keep track of what we need to do. The nature of our business requires that there will be service requests that remain open for many months. Currently, these long term service requests are clogging up our incidents and we
Lease notifications
It would be interesting if there was the possibility of sending an email to the User when the equipment is leased and the expiry date of return.
browser problem
some times SDP forntend refuses to modify the request. we are able to change the values but it isn't saved.. for example when trying to assign asset you can select it normally but changes doesn't take effect. this is random problem (some users face it from IE and others from firefox) so how can i trace and fix such issue. as it causes lots of problems to our customers
Asset Report for AdventNet
Is it possible to run a report in AdventNet that will put all of the PCs, blackberries, printers, servers, switches, virtual machines etc. in different categories?
Move DataBase
Does anyone have a simple, step by step, procedure for moving the ServiceDesk Database, logs, etc. I currently have ServiceDesk installed on the C: partition of the machine and would like to have the data storage on the D: partition. (I need to move the data for all my AdventNet applictions)
Service Catalog With Attachments
Hello, Is it possible for attachments to be defined when selecting a service catalog? So for example if someone wants a new account created, they would select the defined service catalog. Once they have selected this, within the template an attachment would be provided for the user to fill out? Please advise
Cannot see all requests assigned to a group.
I have an existing technician group, existing members of this group can see all requests. When I assign a new member to this group they can only see a portion of those requests. I have checked the configurations and cannot determine why this is happening. Currently on SD Plus 8011.
business rules and workflow
A few questions on automating how ServiceDesk works 1. Is there anyway for the application to detect the mode of contact and auto populate this field? for example, we will default the mode of contact to phone unless someone emails 'helpdesk@ourdomain.com' then the system would recognize this and populate the mode of contact field with email... 2. I wouldl like to have the DueBy date set based on the Priority. I can now use business rules to set the priority based on category and subcategory,
Replies not showing up in request
If a technician replies to a requester from the ticket that conversation shows up in the ticket. If a requester replies to the email sent from the ticket, the conversation doesn't show up in the ticket. The technician doesn't receive an email saying there's a reply even though "E-mail technician when a request is appended by reply" enabled under Notificaiton Rules. I found some posts saying the ##$RequestId## must be in the subject for ServiceDesk to update the ticket, and it is correct in all
Cutsom Report
Good Afternoon, Is it possible to create a custom report to report on time spent per problem similar to the one for changes and requests? If it is possible could someone please provide me with the code? Thanks
GL changes and conversions
My client's organization changes gl codes semi-annually. When this happens there are purchase orders that are closed and some that are open in various statuses (most importantly approved/not). My client wishes the following behavior: When a new gl is created they will create a new gl in service desk. All closed tickets will retain their old GL's All existing GL's will be updated with the new GL, but without 'un-approving' them as edits automatically do. Old GL's can be marked for no further use
Service Catalog
What is the point of the Service Catalog? From what I can tell it just helps you organize your incident templates?
Multi Domain Support
Hi, We have 3 sites, example Site A, Site B, Site C. Each site has different domains, ex. DomainA, DomainB, DomainC. For example, SDP is installed in site A so importing requesters from DomainA is easy.. How about in other sites with different domains? Can SDP scan Domains in other segments? How about firewall configurations? What ports are to be opened to be able to import requesters from other sites and be able to connect to the SDP. Your response is highly appreciated.
Request summary report
Hello, There is a report on the dashboard titled 'Request Summary' I need to replicate this report on the report wizard. I've tried several options on the report wizard but not able to get it. Can anyone help out. Does anyone have a query for this? I am able to generate reports for the month, but the values on the X-axis are (closed,open, on-hold, and resolved). This report here gives me an overview of requests overdue, inbound and completed for the month... Please help!
My Details tab for technicians
All requesters have a My Details tab which allows them to update their department, change their phone number etc. However, for some reason technicians don't seem to have this. A rather useful feature methinks.
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