Report Request - Number of Tickets per Site
I am looking for a report that will show me how many tickets were opened / closed per site for a given period (LastQuarter, LastWeek, etc..). It would look something like the following: Site Name: Opened: Closed: Within SLA: Exceeding SLA: Site #1 125 75 73 9 Site #2 9 6 6 0 Site #3
WBS in Service Desk?
how do i create a WBS within Service Desk? I have a request and want to add many tasks underneath it and assign them to other technicians and then report out. HELP
Ajax error in Asset tab
Hi, We have little less than 2000 asset registered at the moment and we'd like to add more but an annoying problem is getting in the way. When we click on any link within the Asset tab (like for instance "Workstation(s)/Server(s) Detected") i get the following error in a popup window: Error while fetching ajax response : Component returned failure code: 0x80040111 (NS_ERROR_NOT_AVAILABLE) [nsIXMLHttpRequest.statusText] This happens using Mozilla Firefox and has been replicated on multiple computers.
Change CAB request
When a change request has been sent for Recommendation and all the cab members has marked them as recommended it should change the status from "Requested" to "Recommended" automatically.
technician permissions
hi please i want to ask if there is any possibility to prevent technicans from modifying tickets except changing the status of the ticket to "resolved" only because when i check the box "Resolving Request" i realized that the technican will be able to modify most choices in the ticket so please advice and thanks in advance
linux auto start script for servicedesk
hello, I was wondering if there was a script available to be able to start servicedesk on boot for linux thank you Naynesh
SDP - Keep X Automated backups
I would like the ability to configure the automatic backup feature to only keep X number of backups. This would be independant of the schedule. My case: I run backups weekly. I really only want to keep 2 or 3 around. Currently, I have to go periodically and prune backups I no longer need. I would like SDP to do the cleanup for me and have an option to keep a certain number of backups around.
Service Desk Plus on Hosted Servers...
Can I use ServiceDesk Plus on hosted servers? I have my web hosted on host monster and i want my service desk to be hosted there. is it possible...?
Conditional Access to Set Certain Priority Levels
We would like to see a feature where we can define a priority level and specify that the priority level can only be set by say users with the SiteAdmin role. There are cases where we do want to be able to assign a request a longer than usual SLA but we want to restrict who has the ability to apply this SLA so it is not abused.
Mail To email address used to create request
I need to find out what Mail To email address was used to create a request. Where in the database is the Mail To email address used to create a ticket stored? Thanks! Frank
"Unable to fetch technician details" after server migration
Dear all, after a server migration everything looks fine and working on the first view. But there is one issue - when I want to edit a technician I got the error message " Unable to fetch technician details". On the old system from which the database backup was taken everything is fine and working. We are using Build 7602 at the moment. Any ideas how to resolve this issue? Thanks, Heiko
Is there a way to show dashboard by groups?
As we have numerous groups that are managed separately, we would want to have dashboard only show stats per group and not overall.
Data Clean up and Archive functionality
I have been trying to clean up our groups and categories and as you know I have to get rid of all uses of a category or group before the system will let me get rid of a group or category. <complaint> groups do not have the 'mark for no further use' functional deletion that categories have </complaint> It was suggested to me that perhaps by archiving all old tickets prior to the categorization and group refactoring would allow me to delete the unused groups and categories. Will this work?
SD WebSite Publishing
Hi! I have a SD web-site that was working in the internal network with the name http://mo-help:8080 Now I want to publish it with more friendly name of http://sitename/servicedesk/ I want to use path not alias (i.e. http://servicedesk.sitename) in my publishing and need to publish it via 80 port nor 8080. Port forwarding I can make with my ISA server, and what about path of the web-server?
updating error
hi i am having a problem when i am trying to upgrade servicedesk plus from Build 8007 to Build 8010 the problem is that when i import the ppm file from the updatemanager.bat the prosses immediately stops and then a message appeard :"error occuerd" without telling the reason of this error so please assist me with this problem urgently and thanks in advance regards
update error
hi i am trying to upgrade servicedesk plus from Build 8007 to Build 8010 but when i am importing the ppm file to updatemanager.bat the upgrading immediately stops with message :error occured without telling the reason of this error so please assist me with this and thanks in advance .
Windows 7: Asset Scan does not work
Hi, I changed for testing my computer from Windows XP to Windows 7. Since this moment, the asset scan does not work any more and reports back DCOM problems. I have tried moreless everything which is posted in the forums, but it seams that no one is using Win7 with Service Desk Asset scan yet. Dos anyone has an idea, why the scan does not get through? by the way, manual scanning does work and reports it's result back to the SD-Server. Kind regards Thomas
Mobile Client: missing features
When accessing the Service Desk Mobile Client from a Blackberry, I am missing a couple of things. Would be great to consider them for a future release of SD+: Login form login credentials are not being saved - takes much time on a BB to enter all information over and over again if there is only 1 domain entry in the domain-menu, it should be selected by default if there is a domain present, the checkbox "Is AD auth" should be checked by default Request details It's not possible to view the conversations.
API key generation for usage with REST
I would like to add and view requests via the REST API. Unfortunately I'm finding the lack of information and examples a little frustrating. In Admin -> General -> API, under the Rest API tab, it states that "The API key is generated under Admin -> Technician." Unfortunately, that location does not exist. Its closest match is Admin -> Technicians. I don't see anywhere I can generate an API key though. Can anyone please help me find generate an API key?
System Log Viewer 404 error
When I go into the system log viewer I see 10 items i the list by default. However if I try to change the view to a longer list of items or if I try to click on the next page button I get the following: 404 - File or directory not found. The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable. What causes this. I assume the system logs are somewhere in the db and since I can see the current 10 why would I get this error?
Sharepoint 2007 Webparts
Can anybody tell me if there is any basic integration with Service desk and Sharepoint 2007. I have looked at the forums and there is posts going back to 2006 in relation to this but nothing in the last two years. I basically only want to show users ther Pending, Completed and All Requests only on the sharepoint page and when they click to look it goes into the service desk portal. If there is not a webpart is there any view in the database (MS SQL) I can call. SOmething like this would be hughly
In Assets name of the PC changed with its IP
Hello! Please help me with following issue. Sometimes (seems at every weekly scan), I see that some PCs (5-10 out of 100) in Assets are changed its names from "pc1.domain1.domain.local" to "<ip_address>". This event is written to the history of the workstation, but no reasons mentioned. Thanks in advance.
Application Manager
Hello ManageEngine, We have hired an applicaiton manager for a specific ERP application. What I am trying to accomplish is the following. - Let the application manager log in to Servicedesk Pro as technician. (easy) - Show him only the calls assigned to him. He must be able to view / edit / close calls etc. - He needs only the technician rights on the calls assigned to him. - He should get mails when a new call is assigned to him. I have setup some different sites but the are not sellectable in the
OEM Operating System Licence
We have a number of Windows 7 workstations. Some were purchased with an OEM copy preinstalled, some were installed with a volume license. in the software licences section of ServiceDesk we can see that these OEM machines appear with identical product IDs (12345-OEM-12345678-12345) Is there anyway to have SD recognize these OEM product IDs and not require us to assign them a license? creating licenses (either single or OEM) does not work as these licenses are applied to all the machines regardless
Agent installed but machine has been formatted
Hi, We have a number of machines "in store" than we've formatted and at some point in the future will re-issue them. The problem we have is that these machines in the past had the Agent installed and we have no way of uninstalling the agent as the machines have been formatted. Is there some way in ServiceDesk Plus that we can go into each asset and tell it that the Agent isn't installed so it doesn't show up under "Agent installed workstations"…maybe using a report query with SET? Thanks, Steve
How reconnect to a deleted (and reimported) requesters old request?
Is it possible to reconnect a deleted requester that is reimported ones again from AD but getting a new user-ID (by design) in the database table "aaauser"? Isn't there any way to merge or change the users ID so the reimported user can inherit his/her old requests? Could it be possible with some SQL-commands? Regards Gus
How to convert Technician back to Requester
How do I convert a Technician back to a Requester? The person moved to another department. Thanks
please help me
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. X
Forward Request - Unknown Entry added
hi guys, i have a small problem that is becoming a irritation, when i receive the request from the client, i then forward the request to someone else and every time below the messages, a line is added, Click for details : http://10.0.0.90:8080/WorkOrder.do?woMode=viewWO&woID=1951 when i reply to the sender, the line above is not present, only when i forward the REQUEST onto another mail address. i have to remove this every time i need to forward a request, is it possible to remove this, i have looked
Tasks and ServiceCatalog
We are planning to use the ServiceCatalog. In the workflow tasks are a major element. A bug found is that in these tasks the field GROUP is available but the selectionlist is EMPTY The list technicians is normaly filled. When creating a task in a normal request those groups can be correctly found. We are using 8004 in production and 8005 in test. Can you please correct this in the next release? Because this is absolutely necessarily needed before we can use the ServiceCatalog. Best regards Mark
Asset - Additional Custom Fields data Types
Currently we have Single-line, Multi-line, and Pick List I would like to see the following types added: Check box (simple boolean value) Examples: Windows 7 Compliant? Yes/No 64-bit Compatible? Yes/No Note: Currently, we do this via the Pick List type adding Yes, No items to the Pick List but a simple check box would suffice. Multi-select pick list. (ie. Press CTRL-click to select multiple items Example: Compatible Platforms: Win95, Win98, WinXP, Vista, 7, Mac, Unix, etc.. Note: We would like
Custom Content Modules to add to customer dashboard
The ability to add a custom content module to the end customer dashboard as well as the technician dashboard would be beneficial. For example, adding a custom iFrame content module or Search API module to provide the user the ability to quickly search Google from their dashboard would be improve the functionality of going straight to the dashboard for that use the ServiceDesk as their homepage. -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
New Request Received Notification Issue
Yesterday we upgraded from version 8005 to 8007. Since the upgrade, email notifications for new requests are not being sent. We use the Notification Rule “Alert group members by e-mail when a new request is added to the group”. On all of our Incident Templates, the group is hard-set and the requestors cannot change it. This has worked flawlessly until yesterday. Now when a requestor submits a request, the Group field is blank even though it is hard-set in the template. If a technician submits
Updating call Hangs IE8
When updating a call Servicedesk intermittantly hangs. Using Windows 7 64bit IE8 Servidesk Plus 8.0.0 Build 8009 Have tried on Firefox 3x and 4 and get a similar issue
Report for Softwares Vs Servers
Hi, Please provide us a query to generate a report of the list of softwares withe server name.We are not able to generate a custom report with Server and softwares in the same report.Please help us to get the deatils of the softwares installed on Server wise. Thanks in advance.
SDP - SLA Category/SubCategory/Item filter - Exclude all used by other SLA
Hi, In SDP, when defining various SLAs for my company, I've noticed that every time I select a Category/SubCategory or Item as a Criteria - the full list of all existing categories/subcategories/items populates in the pop up window. Assuming there can not logically be a situation where more than 1 SLA is assigned to the same category/subcategory/item, I suggest making a check in the database for already assigned categories/subcategories/items and exclude them from the list of available the same.
SDP 8.1 beta?
Is the SDP 8.1 in beta yet and how do I participate in it? -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
Additional Fields in API Calls.
I'm having trouble passing a custom "additional field" value to the API. We have created an "Incident - Additional Fields" of: Label: Host Description: NULL Type: Single-line I want to pass a hostname value through the api, included in the call I am using multiple calls and appending using perl: . "&Host=" . CGI::escape("$host") ..... $host has the proper value and is passed additionally through the subject line and I have verified it passes properly. However trying to have it auto populate the "Incident
Question with the same name already exists
I am trying to create a new service template after deleting an old one and while adding a new question I am getting an error that the "Question with the same name already exists" What can I do about that? Thanks
SLA Notification to Group, not just $ticketowner
The notification to variable for $ticketowner is a nice touch, would love it if a variable for $assignedgroup was provided as when response sla is violated often times the technician has not been assigned. prefer not to spam all the team leads with every sla response violation notice if possible.
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