Custom Report - Assets by User with Cost
Good Afternoon, I am looking for a report that would display any assets that are assigned to a user and would display the cost of those assets. I've created something similar using the Wizard, but there are two issues. 1) I have to go into the report and manually select which users are displayed in the report. This is troublesome because - it's a manual process to add/remove someone when they join/leave the company - the box that lets me choose names has been broken ever since we got
API - Updating Requests
Using the API I can create a request using VBScript using the AddRequest operation. Am I correct in understanding that the UpdateRequest operation acts like a page edit on the request and changes values, descriptions etc? If so is there anyway using the API to add conversations to the request, emulating the e-mail process? Failing that maybe a MERGE process where by I create a new request and then merge with existing so I get the change for full history on the request. Adding Notes will be
email configuration SD+
Hi, When configure e-mail server, i have strange error (see attach). this problem occur even if i select POP and port 110. Then no needed certificate. Of which may be related? Thanks for help Best Regards Lukas
SDP - Service Catalog Resource Details in email notification
Hi, I've discovered that there is no way to add resource details to the email notification sent to requester/technician when a new service request from service catalog is created. I think it would be a nice feature to add, so the technician, when looking at the ticket on his cell phone can have more detailed information about the service request. Thank you, Miron
LVS Load-Balancing
Is it possible to have 2 separate instances of ServiceDesk Plus Enterprise (build 8008), 2 physical servers, running behind an LVS load-balancing system?
duplicate requestid's being generated since upgrade
we upgraded to 8008 from 8005 yesterday, and our technicians have noticed this morning they are receiving email notifications for new tickets that don't appear in the request queue, and upon further examination the new tickets are referring to old requestid's in a perhaps related problem, responses to emails generated by the system are not being appended to their tickets either I can only assume there is a sequence problem here, but searches on the forums produced the fix of creating a dummy ticket
[Helpdesk] How I can migrate DB for another server
I installed ServiceDesk on my server, but i would like to migrate database for server which is installed on the same machine. I succeed restore database then I used script changeDBserver.sh. If i would like to run script run.sh i got error Unable to start MySQL server on port 3306. Please free the port. Can I start application without start the mysql server?
What is E-mail ID(s) To Notify?
In 8.0, I have noticed a E-mail ID(s) To Notify field. Would you explain how this works as I cannot seem to find any documentation on it. Is this a new feature? I do not have it in my production version of 7605 although I found an old post that refers to the field. This suggests it is an existing feature. I noticed in that post there was an icon next to the field that I would imagine pops up an email list to choose from. I do not have this icon in 8.0.
Additional Field in Requester Details
HI, I need to know, how do i add Additional field in Requester Detail. For Example. I want to add Employee ID in... Admin -> Incident Templates -> Default Request -> Requester Detail. Thanks Urgent Help needed.
Reports for Request Count, Open, Closed, Resolved by monthly for a year.
Hi Experts, I have run many different reports but I am not getting the exact report I am looking for. I have generated a report which gives me a Line Chart by monthly and the counts of Closed, Open, & Resolved, but I want the total inbounds ticket graph like it shows on the main page on the right side.
How to delete thedefault product types in the assset section?
I can not click in, in to the box to delete the default product types. I will be very thankful for any help.
E-mail Template "Notifying technician when a note is added" (HTTP Status 500 ERROR)
Hi, I have a problem with SDP 8.0 When I try to customize template E-mail Template "Notifying technician when a note is added" I get a HTTP Status 500 ERROR) look at the attached screenshot... Is this a known problem? And what can I do? Thanks in advance
Migration to MS SQL failed. Unable to backup MYSQL database
Following the instruction to migrate from mysql to mssql using changedb.bat, restarting SDP service twice and restoring the backup was unsuccessful. The servicedesk database was created on the SQL server so I assumed the migration was successful. After placing SDP back into service I found the mssql tables were empty and I was indeed still using the myssql database. I tried to backup the database again to retry the migration process but I was unable to backup the database. I do not want to perform
How do you restore your archives
Hi All I have a problem. We set up the archiving system on our build of service desk it was configured to only archive closed / completed requests. In January it did everything on the system. How do I get the open and jobs on hold back into the main system?
DuebyDate in Notifications
I think I've found a small bug in SDP 8, no clue if it was in the brevious releases too. I've defined a SLA of 4 hours. So the DuebyDate is set on any Request. But when a Request is created and the notification is sent to the technican by a businessrule, the $DuebyDate variable isn't filled. in the Notification you just see $DuebyDate. but when you then change anything on the Request and another notification is sent, then you get the correct datas. Perhaps the businessrules are checked first and
Delete Workstations?
Hi, we hade major changes in our workstation environment, number decreased significantly. Now, i´d like to have the numbers in SD+ up to date. Can i just delete all scanned workstations, tell everybody to turn their pc´s on, scan again and everything is fine? Or what do i loose deleting the old workstations? Any important database-indexes? Appreciate any hints and thoughts that might be useful! Thanks a lot, Uli
Mail notifications [Resolved]
Hi, I'm actually in SDP 8008. Since SDP 8007 our requesters have no mails when creating a request. They don't have a mail when their requests are closed. Only the mail for the requests queues for technicians are available. Moreover, when replying to requesters, all fields are blank, and the object doesn't refer to the RequestId (it's written : Re: [Request :##$RequestId##] : $Title Thx & regards.
Windows 2008 Server SP2
Noticed that there is a Service Desk Plus active icon in task bar on Windows 2003 server. Not seeing Service Desk Plus active icon on Windows 2008 sp2 task bar This is making it difficult to ensure that SDP service is running without having to manually go into the services option on the server to verify the service status. Any thoughts?
Can an email auto generate a request in Service Catalog request?
I was curious if an email can be used to open a request in Service Catalog. I have a template in a service called Client Support called client request. Is there a way I can have an email generate a ticket using this template?
Steps to include Service Catalog Additional Fields in a Query Report
Hi Users, To get Service Request reports based on Service Catalog additional fields, follow the below guide. Tables involved: ServiceCatalog_Fields Values of common additional fields for a workorder are stored in this table This table is common for all service categories Columns in this table starts with GUDF_ (examples: GUDF_CHAR1, GUDF_LONG1 GUDF_DATE1) ServiceDefinition Details about service categories are stored into this table DynamicTables Details about the created dynamic tables for service
Site based Service Catalog
Is there any plans to have the Service Catalog be site aware? Currently if we have 30 sites, each with their own IT teams and we want to have an item in the service catalog we would have to create one for each site to be able to assign them correctly to the technician groups at each site. Is there any chance that we can have site based work flow or site based Service Catalog business rules. Right now with the removal of business rules from Service Requests, the Service Catalog is only useful for
Value "Reply Text" to include in the notification template "Notify technician when there is a new reply from the requester"
In the Notification Template "Alert(or Notify) technician by e-mail when there is a new reply from the requester." I would love to have a value for the reply-text. This would add much value to the notification, as you know directly what the requester responded. Regards, Oliver
notification to a group when closing a request
Hello We would like to send notification messages to all group members, when a request - assigned to this group - is closed. Thanks in advance for your help Best regards, Marc
Limiting request templates to specific requesters?
Is there any way to limit request templates to a single requester or group?
ManageEngine User Conference NewYork(March 22nd - 23rd, 2011)\San Francisco(March 29th - 30th, 2011)
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Show PM tasks on Scheduler
Is it possible to show PM tasks on the scheduler?
ldap field relationship
Hello community. I'm still not sure how to fillup the ldap fields in a way that also SDP works automatical with the right information. We're a small company with only one central and one branch office both located within the same city. Within these locations we're having some offices (rooms). Overall we have just 5 departments. So I thought it would be a hierarchy like that: SDP Regions == have only one. The City. (What, if we expand and have branch offices in other citys / countrys?) SDP
SR History - Approvals?
Is there a reason why Approvals (specifically: date/who sent, date/who approved/denied) are not included in the History of an SR?
Report to show list of vendor details
Is there a way of generating a report to show a list of our vendors. A lsit of vendor details in the system. Can you guys at SD create me a custom report. Thanks Saleem
Couple Questions - Assigning Tickets to Assets / Respond By Date
I have a couple of questions that I have searched for but cannot find the answers. I apologize if these are already posted somewhere but didn't see them. 1. How do I create a ticket for an asset rather than a requester. Some departments have department workstations that no specific employee uses. When that workstation has an issue, I want to create a ticket just for that asset and not tie in a requester who simply reported it. Is there a way to do that? 2. There is the "Responded Date" entry
How do I organize incident templates categories ?
Hi, I have installed SDP 8.0 Standard version and I can see that "new incidents" have 3 categories (Internet, Hardware and Email) in these categories, there is a few incidents templates. How do I move new incident templates in to those categories and how do I create new categories? If I create a new incident template it lies outside the 3 preconfigured categories. I've searched google for a solution and I've looked all over the admin setup site, but I simply can not figure out where I create
SDP 7.5.0 Build 7508 - Scanned Software count filter
Hi Im looking for a way to clean all the software with Installed count 0 We are running the system for few years & i have over 6000 items Is there any easy way to do this or only one by one ? thabks in advance
AddTask - Servlet API
Exists function for AddTask in Servlet API? I need Add one Task automatic when i created a Request in my form template. is possible?
Form Design
Hi, I’m designing service catalogue forms. We have all decided and we know exactly the “Category” and “Subcategory” for all Service Request. But we just want that clients to see/edit “Items” field. This is impossible to accomplish since I can’t put just the “Item” field available to see/edit for all my clients. Can you please help me with this. Best regards, Henrique Alves.
Task Reporting
Hello, I want a report that lists the following information about change tasks. I have looked through the forum and others have asked for task reports but not specifically what I want. I hope you will add some task reports soon! This is what I want: I want to select the Change first then have it display the Change description. Then underneath the change I want to list the following task details in table format: Task ID Task Title Task Description Task Technician Name Task Status Description Task
Search option for requesters
Hello, Some of our users (not technicians) who created a lot of requests complain about of absence the Search function (which technicians have) in order to search through all requests (including body of requests) using keywords. Could you please add this option for requesters? My Regards, Vladyslav
Removing Scheduled Report
We have a scheduled report that generates an email. Unfortunately, the person that set this up marked it at private and is no longer with the company. The report is a simple time report of what they had worked on, but I can not find it in any list of reports. The report is generated, sent to her old email and the undeliverable notice is returned to our helpdesk email that creates a new ticket everyday. The Report's name is Altaf's status report but the bad email is Sadat's (sshaik).
Ordinary user cannot submit incident reports
Hello I am currently implementing SDP V8 on our network. I have a small team working on it and a group of independent testers. The testers have been submitting incident reports for some time without any issue. However, as soon as I created Service Catalog items for them, their ability to submit Incident reports ceased. Ordinary users can submit Service Catalog requests but cannot submit Incident reports. Attempting to submit an Incident Report does not throw any exceptions. All appears to go
Public and Private reports
Hi, Please let us know how to create,edit a report as public or private report.
Technician / Group Association
Hi, When assigning a ticket via the Requests tab in SDpro, I can assign a request to a specific Technician, but not to a group. Is this by design? I would like to be able to assign only to groups and not technicians, but would settle on being able to do both. Is this possible? Please see the image below for clarification on where I would like to assign to a group instead of technician. Aaron
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