Is it possible to generate reports based on tasks within main ticket request(s)
I would lke to generate reports for tasks which indicate specifically when each individual task is closed (date/time). I was testing it a moment ago, but noticed that technician have the capability to back date the actual end time. Is there a way to time stamp it when the status is changed to closed? Or can the actual end time calendar be changed for the technician to only allow time stamp current date/time. Please help! any thoughts or suggestion would be appreciated. Thanks.
ServiceDesk won't startup after restore
I took a backup from ServiceDesk which is in live environment and I want to use it in test server, but after I restore the backup the ServiceDesk won't start the serves. It just try to start again and again. Booth of them is 7.6.0 Build 7611. So how can I do it in right way?
Site Information in a auto generated Ticket
How does the site information in auto ticketing works? By default it is taking as not associated to any site.. But in the default tempalte i have changed to our sute (XYZ)...
Request for average days to close requests in a month
Hi I have previously requested this, but never actually got the report. Can someone in support please create a report for me as below? I am using Version : 7.6.0 Build 7611. The columns I need are: - Group - Number of requests closed in the previous (or in the selected) month - Avg number of days taken to close the requests that were closed in the month. Appreciate your help. Julian.
No need to go into Database for deletion of linked Sites & Departments
I would appreciate for a future version of ServiceDesk Plus, that there is no need to dive into the Database anymore, if you want to "force-delete" a linked Department and/or Site (error "Hence used by another module"). Alternatively, it would at least improve the management of these information, if it would discover exactly to which objects a Department/Site is still linked...
Editing the Default Asset Templates
As the subject suggests, is it at all possible to edit the Default Template that is created for Assets ? I would like to edit the workstation template rather then adding more and more Additional fields as it's applied to every Asset template (which brings up another point, is it possible to just add Additional fields to select assets ?) If any of this is possible please let me know, or if it's something that could be integrated later on that would be great. Regards, Mark
Assets being captured
How do I stop SD+ from treating a non-existent workstation as an asset? Seems when we run a network scan and nothing responds on the IP, it captures it as an asset and it counts against our license. i.e. 10.10.1.10 In Store but there is nothing at 10.10.1.10
New Query Report
Hi, I have created a couple of views within the servicedesk database and would like to use them in new query reports. However I want to be able to select a date from the front end and also be able to select different graphs. The main reason for this is we want to have a line graph that shows all open, closed and backlog jobs for a period time and that doesn't seem to be an exisiting report. Please let me know if I haven't explained this probably. Thanks Kris
Reports for Request that were in a certain group
Hi, I'm looking for a report that contains all requests that were ever in a certain group regardless if they were reassigned to another group before they were closed. We are on version 8004 MSSQL. Is something like this possible? Thanks, Greg
List of contacts within account
Pretty straughtforward - i want to list every contact associated to an Account but within Report Module "contact" button doesn't provide things like contact within it and the "account" button also doesn't show contact name. Rod
Choosing Technician then requestor resets Technician
Good Day, We are running SDP 7611 and have noticed and issue with it (and previous versions). When you enter in a group and/or technician then go out to fill in the Requester field below about half the time the Technician and group are reset back to nothing. Has anyone else run into this and know of a fix? We have had a few tickets reset back to no Technician or group and take awhile to be found. Thanks!
ServiceDesk Plus won't start
Friday we needed to change the network admin password. Now I cannot get servicedesk to start. It just keep trying to start several times. I have restarted the server. My MSSQL server is running properly. Anyone know what i can do to get the service to start? Thank, Peter J. Fischel
Prevent auto assigning of requesters?
Is there any way I can force the system to not automatically fill in the requester details when tickets are generated through email? It would be ideal if the requester field was left completely blank until the technician manually assigns it. Our support staff manually forwards all worthy ticket requests to a separate inbox for ticket generation, and it would be very helpful to not have it auto assign the requester for tickets since they are all coming from the same place.
Approving Change Requests issue
When a manager Approves a requested Change, the Change Status does not change; it stays as "Requested." I realize the approver can go to the status field and change it, but the logic should automatically change that when they click the Approve button, instead of having to switch from the Approval tab to the General tab.
Technician question
Hello, I have question for techs and their roles. I want to technician to be able to choose himselft (and only himself) from the list, when he makes his own request/incident. I did create role for it, and removed the options "Assing Technicians", but then he cant choose, when i put it back on he can see all techicians, and I want only to see himself and to assing it. Other techs are not in his group, but still he can see it. How can i fix this? Thank you
Remote Control in ServiceDeskPlus
Hi, We are using ServiceDeskPlus version 7 build 7611, now we have some issue in our DNS server so all workstations are not scanned properly and because of that we can not make use of this Remote Control feature. Even in few workstations which is scanned, the remote control doesn't work, it says "Can not push the agent file" and sometimes "User authentication issue" In the new version 8, you have agent base scanning for Assets.But we are not ready to do the upgrade now and we have planned it for
merged request can't be found
Version: 7.6.0 Build 7605 After merging two requests together, the request that was merged in can not be found in search. Gives error message "INFO :No request exists for the given ID." [edit] fixed grammar
Custom Report - software on computers that are not in use
I need help with a sql query to show the software that is installed on workstations that are disposed, in store, or surplused. I just need it to have the Software Installed, Asset name, and Resource State. Is there a way to do this? Thanks!
Search Box in Side Panel
If i choose default search in the Search box, under submodules, what type of seacrh is performed? Also does it search a certain number of characters?
No more historical Announcements
Using v8003 : In the homepage of the regular requesters there is no button anymore to consult the historical announcements. Why and where is this button gone (to)? Best regards, Mark new : old :
New Change from Service Request: impossible
I see you can create a new change only starting from an incident, not from a service request. Am I right? A typical IT service is to provide new procedures, applications or configurations of ERP modules, all activities that must pass through the change management workflow. Regards, FB.
Business rule does not apply
Hello! I have a site with only one business rule: if category of the request equals to defined category, rule must apply new request to group of specialists and set up a default specialist. Rule should apply only when creating request. The problem is: When creating request through Request Template - rule applies. When creating request through Service Catalog template - it does not apply. Other info: when i configure business rule to apply when request modified, it correctly modifies the request.
ServiceDesk 8 keeps trying to start and then fails
Please can somebody have a look at this please. We cannot use the software at the moment as the service keeps trying to start but after 10 attempts fails. In the event viewer it says there my be a configuration error please check the logs. Please can someone help Thanks Martin
Renaming the Site address to Service Desk Plus?
Dear All I hope someone can help me with this question, we currently have service desk v8 installed and would like to rename the current site's address from \\servername:8080 to someting more useful to end users such as \\servicedesk - could somebody advise the easiest way to carry out this task? cheers
Network scan
Hello, I tried network scan on Ubuntu in my lab, opened port for telnet and ssh in Ubuntu and both time failed. I tested telnet from cmd and it worked, but in SDP I get: Problem while discovering the workstation. Scanning with ssh protocol I get: Connection to RPC server in the workstation failed. SDP version is 8.0.0 Build 8004. Where could be the problem? Regards
Schedule usage, with some lack
Hello, I am using load balancing and when technician is mark unavailable and has set backup technician, request are not assigned to backup technician. Backup technician doesn’t even get any notification? Is there anything to set or SDP professional doesn’t support this? Why in schedule can only see request with SLA priority set? Regards Rok
Duplicate Domains
We are having issue with service desk 8 duplicating our domains. It picks up both the netbios name, we'll call it "Domain", and the full domain, we'll say "FullDomain.com". The "Domain" is how it's always been detected back when we started using version 7. When we join computers to that network, that's also the way we use it. If I rename "Domain" to "FullDomain1.com", service desk will accept it but complain that name must be in a pre-windows 2000 format. Then a NEW instance is created sooner or
Hotfix 8005 Released !!
Dear Users, Hotfix over 8000 ( 8005 ) got released, please refer to the hotfix release announcement for more details .. https://forums.manageengine.com/#Topic/49000004675139 Regards, Srikrishnan ServiceDesk Plus.
Hotfix 8005 Released !!
Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / enhancements addressed in this hotfix ( 8005 ) release. New features in 8005 (Released on: 15th December, 2010) SD-34823: Category, Sub-category and Item data can now be imported from a csv file. SD-34755: It is now possible to create new change from service request. Earlier this was possible only from incidents. Issues
Warrenty Report
Hello - i am trying to run a report to show me the Warranty Expiry Date for resources. when I run a custom report against the resources this field is missing. Am i missing something? Would have thought you would allow users to select this field seeing as it is part of the key information of the asset. Running version 7.6.0 Build 7608 thanks Peter
Report on Deleted assets and workstations
I need to develop a report to show all the items that we delete from inventory as they are being disposed of. I can not find an option to do this and I cannot find the appropriate table to use for a Crystal Report. Please offer a suggestion.
New Notification Rule
We would like to see a Notification Rule under "requester Notifications" of "Acknowledge requester by e-mail when the assigned technician is changed." I know we can accomplish this via the "...request is updated." but that sends emails out no matter what the update is and our users complained that they were receiving too many emails.
FAILURE :Invalid Request ID error when merging cases
We are getting the following error when a case has been merged into another case. for example case 1 - 28249 case 2 - 28250 if case 2 gets merged into case 1, and when we click on the link that was generated for case 2 we get the error FAILURE :Invalid Request ID. . Should it not send you to the merged case?
Mail sending nok
Hello, I'm in SDP 8.0.0.2 and I've got a problem on outgoing mails. Ingoing does well. The problem started yesterday when I renewed the Exchange 2007 certificate. Please find the support file. Best regards.
unable to change multiple tickets group
When I select multiple tickets and select edit, I am not able to change their group assignment unless I first force the site to change. Is there a way around this, or do I have a setting not configured correctly?
Scanning Assets on VMWare ESX machines
Hello, Our LAN is mostly comprised of VMWare ESX servers running various virtual machines. Can the SD plus properly scan the ESX servers and discover the servers and software?
Could you explain more details for Email command (the new feature in 7600)?
When I test this feature, I found sometimes it's no action even if I enabled this feature. And sometimes a part of field values be changed using the content in email. I have following question: 1. After SDP done parser, should it clear/delete the contents of email? By now I saw them as request's description. 2. If I define the DESCRIPTION="some contents" in email, does this part be parsed as request's description? 3. If I specified a not exist requester in SDP as "REQUESTER=...", does SDP generate
Business rule does not assign a request to the specific group
Hi all. I'm trying to create business rule that assigns a request to specific group and performs some other actions. E-mail notification if turned on. When a request is received, the rule is executed: I receive e-mail notification and see that all actions exept assigning request to the group are performed. However, I can assign this request to any group manually. What can be a problem? Thank you in advance.
linking service desks
Hello, Is it possible to link different service desks? We have a setup of head office (running local servicedesk plus) and 2 remote sites (both running locally servicedesk plus) With linking I mean if a request is created in the head office local servicedesk plus for a task/request that should occur on a remote site can that request be forwarded to the remote site servicedesk plus and updates are replicated between remote site and head office?
Error installing 7611
I am trying to upgrade from 7610 to 7611 to 8004. I ran the upgrade to 7611 and it ran correctly. Now when I try to migrate from 7611 to 8004 I'm getting an error message in the command prompt box and the upgrade fails. I'm getting an "unexpected end of ZLIB input stream" error and (Unknown Source) errors as it reads through the other files. The Installation Wizard just stops and says "Error Occured...". Any advice would be appreciated.
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