Rename Check List on Planning tab within Changes
I would like to rename the Check List field on the Planning Tab within the Changes system. I have hunted around the system and cannot find the area within Admin for where to change this. Our plan is to call it Testing so the change requestor can put the testing steps in there that they have completed prior to it being approved by either the CAB or the Change Manager.
Integrating Service Desk Plus and MS CRM help...
Hi, Hoping some one could help us. We are considering your Service Desk Plus Product to link up with our MS CRM. Our company uses MS CRM to manage all client information such as, - Opportunities - Quotations - Sales orders - Service orders - SLA We would like to know if Service Desk Plus can be integrated with it? Is it possible for you to customize the main screen to include the above information for us? and also make a link up between all our CRM information and Service Desk information for
two different computers acting as one....?
I have two sets of three computers each which seem to have some sort of odd relationship within SDP. I'm not sure exactly how to explain it but I'll give an example. Step 1) Scan Computer USERNAME-XP-01 successfully and see accurate computer and information in SDP. Step 2) Edit USERNAME-XP-01 to provide Barcode, Site, User, Department. Step 3) Scan Computer USERNAME-XP-02 successfully however it retains customization information provided in step 2 and now USERNAME-XP-01 is no longer listed as an
Problems and Changes...
How do all of your use Problems and Changes? We're trying to make the most out of SD+, but we seem to make everything an "Incident" or "Service Request." For example--if we need to change a user's security permissions, would that be a change or a service request? How do you use these features? Thanks!
Upgrading from version 7.0 build 7001
Hi, If I update my ServiceDesk to version 8 all my requests and data will be imported or I'll have to do it manually? Like uninstalling one and installing the other.
Software Report
Hi, Kindly provide us the query to get the server details based on the softwares installed. We need an overoll report of the servers installed with a particular software in a tabular form. Kindly provide us the query ASAP. Thanks Silsha
Storing documentation?
Is there a way to store documentation in SDP? We'd like to start creating network documentation/how to's for our various resources. I thought about putting them under solutions, but that doesn't really seem like the best place to put it. Is there a documentation module (or maybe other software you sell) that I have overlooked? Thanks!
Custom report of requesters plus custom field
I have this query: SELECT aau.FIRST_NAME "Requester", LONGTODATE(reqf.UDF_DATE1) "Mobile Phone Upgrade Date" FROM AaaUser aau LEFT JOIN Requester_Fields reqf ON aau.USER_ID=reqf.USERID WHERE ((reqf.UDF_DATE1 < 1307592000000) AND (((reqf.UDF_DATE1 != 0) AND (reqf.UDF_DATE1 IS NOT NULL)) AND (reqf.UDF_DATE1 != -1))) It works, but I would like to set the WHERE reqf.UDF_DATE1 < 1307592000000 to the current date so I don't have to manually specify a date. I'm using MySQL as the database. I'm essentially
Get report to display zero count categories
Am trying to generate some stats using servicedesk. Basically am generating a report for all recieved requests, split in to categories going back through last year. Am able to generate an Advanced Matrix report that displays a count of all the recieved requests. However if a particular category has not been used for that particular week it is missed off of the report. This is leading to a real nightmare of drag and drop to get teh tables aligned. Is there a way to force the report to display
Possible to generate a report query?
We are running 7.6 build 7610 on MSSQL. (Upgrading shortly to 8.0 build 8011) I'd like to be able to generate a report / set of reports with the following information for Request tickets: - Request ID - Priority - Group - Technician - Request Status - Created Time Where: - Request status is not Closed or Resolved Specific views I'd like. - Additional columns: counts of tickets between 0 to <= 30 days, > 30 to <= 60 days, > 60 to <= 90 days, > 90 days grouped in rows by Group. - Additional columns:
Time Spent Reports
I previously requested this in an email--here we go again... We need to see time spent reports that are more comprehensive e.g., REPORT BY TECHNICIAN - Report needs to show TOTAL time spent on requests (request work logs and associated tasks). We need to see both columns in the report. The report should list out all of the requests that the technician has time posted to (in either the request work log or the associated tasks). REPORT BY REQUEST - Report should list out each report with Technicians
Report on Permissions associated for Roles
DB : Mysql / MSSql Build : 8011 Sample Report Query : SELECT AAAROLE.NAME 'Role', ar.NAME 'Permission' FROM AAAIMPLIEDROLE LEFT JOIN AAAROLE ON AAAROLE.ROLE_ID=AAAIMPLIEDROLE.ROLE_ID LEFT JOIN AAAROLE ar ON ar.ROLE_ID=AAAIMPLIEDROLE.IMPLIEDROLE_ID WHERE AAAROLE.ROLE_ID IN (SELECT ROLE_ID FROM AAAROLE WHERE SERVICE_ID=5);
Request Subject Line in Task
Hi there, Is there a way to embed the Request Subject Line into a task assigned under that request? Thanks,
How and when calculated field "Time Spent" in the request
Hi. Could you please advise how and when calculated field "Time Spent" in the request. For some our requests this field is filled with some strange time, for others this field is 0h00m. I've tried to repeat but don't get the algorithm for the Time Spent calculation. Thank you in advance. Regards, Andrey
Rearrange resources on service request?
I have created several resources for a service catalog request. I'd like to rearrange them--how can I do this? Thanks!
Schedule report
Dears, I send request to your support mail alias and i create case 6477657. as i wasn't able to generate any report from the system. the support engineer advised me to remove any custom images and report will work. that work perfectly. but when i try to generate schedule report with HTML format i got an error. it work well with PDF format. Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Error reading PNG metadata at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62)
Project Management
Is ManagemeEngine still planning on adding a Project Management module to ServiceDesk Plus.
Service Catalog - Select Approver
Afternoon All, I am desigining a new service catalog request for our self portal users and I noticed it has a few limitations (unless I am blind) that would be very handy to have. 1. It would be nice to able to create a custome field that can allow me to select a users name from a list (i.e requestor list contets) 2. If I was to check the require approval option from the work flow tab, I would like the to able link requested appover back to the option1 field. Because we have many companies
Business Branch, Team and Unit
Anyone able to show me which tables the following fields are located on. Business Branch, Business Team Business Unit Its info that is pulled from Active Directory and should be aligned to a user. Ive searched but they seem to be aluding me!
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
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