ServiceDesk Web Client on Server
Is there any way to stop the Web Client from starting on the ServiceDesk server after a reboot or ServiceDesk service restart?
Assets - Software Problem
I just started working with the Manage Engine Service Desk Plus Tool. In my company we made a scan over all the workstations and also the software. Until now I changed the type of scanned Software from unidentified to managed. after I did this I chose a Software folder and chose "associate minor versions" to pick the changed software and insert it. (for example: a new scanned showed me adobe reader 8.1, I set it to managed and after that I chose my already existing software Adobe Reader and inserted
Asset still shows as being assigned to user
Hi, After changing an item to be back in stock, it still shows it as being assigned to a user although it's status has changed to be in stock. This never used to happen and is now causing confusion Regards Neil
Due by Date/Time Mismatch
Hi ServiceDesk Team We have configured Operation Hours and SLA for our SDP. This is our working hours. This is our SLA. This is our list of current tickets. As you can see in the red rectangle, the created date to response due is 8 hours and response due to resolve due is 8 hours. But 8:30 am to 5:30 pm is 9 hours. Thanks. Isaac ME Tech
History of Tasks within Requests
I have templates for new hires and terminated employees that have 4 tasks associated with them. I cannot track the history of the tasks. I can only view the status of the tasks and notes, but I can't tell if someone else closed the task other than the assigned technician or added notes, etc.
Reversal of Closed Purchase Orders
We received goods, paid for them, and then they failed. We have returned the goods to the supplier and received a Credit Note, but cannot reconcile the original PO to resolve this.. Anyone got any ideas of how to resolve this ??
How can i create a report about: process time in Service Desk by sql command
I want to create a report processtime in service desk by sql command! This is report form i want: - RequestID - Description - Processtime by formula: processtime = resolved time - created time - onhold time But i don't know how can i create it! Please, help me! Thank & best regards! TuanLA10
Support Tab
Hi. I have just got the problem where when clicking on support the page that appears is blank. Can someone please help Thanks martin
Java.exe consuming 100 % of CPU - SD version 7.6.0 Build 7604
Hi, We are running SD 7.6.0 on a dedicated server with 2 CPUs and 2 GB RAM. The db is on a dedicated MS SQL 2005 server. In the last couple of days I noticed that java.exe uses 100 % CPU and stops SD from working. Just gets inresponsiv. Even restarting the service or the server had no effect. In no time java.exe is back to 100% and stays there. Hope someone can help me to solve this issue. Thanks and best regards, Markus
java.exe 100% CPU usage - SD version 7.6.0 Build 7604
Hello, We are running SD on a dedicated machine with 2 CPUs and 2 GB Ram. Was working fine for a while. But in the last few days I noticed that the java.exe consums 100 % of CPU and so SD becomes unresponsive. A restart solves the problem for a while but the sooner or later java.exe goes back to 100 % CPU utilization. Anyone an idea why this is happening and how to solve the issue? Thanks and best regards, Markus
Merge request with newer one
Hi, I like to know how I can Merge a old request with a newer one. And is in the new version it possible to link requests, so that if a request is solved all people will receive an email. and that all request can be shown to the requesters.
Top 10 with exclusions
I run the following query every month to produce my top ten, however I would like to be able to exclude certain individuals, specifically if a service desk analyst is logging calls. Can someone amend my query so that I could add individual users and stop them appearing in the report for example Smith, John and Brown, David. Thanks. SELECT top 10 aau.FIRST_NAME "Requester",max(dpt.DEPTNAME) "Department", count(aau.FIRST_NAME)"Count" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
Purchase Orders – Append Attachments
I would like to suggest a feature request surrounding Purchase Orders and attachments. Currently if you wish to add an attachment (scanned delivery note for example) to an approved Purchase Order the PO will revert back to a Pending Approval status which is rather annoying as the items being purchased haven’t been change and the PO then needs re-approval from management. If would could add attachments to a PO without it reverting to Pending Approval that would be great.
SDP 8002 still duplicating requests!
I am running SDP 8002 and still have an issue with new requests getting created from responding to existing requests. 1. Have a user create a ticket through e-mail. 2. Have a technician respond back to the user through SDP. 3. When the user responds back to the technician a new ticket is generated. I wish I could just easily revert back to 7604. Where are you Patch 8003?
Unable to edit description after saving
Hello, After creating a new template and inserting HTML code inside of the description, we are unable to edit the description field without deleteing the template alltogether. I have attached a screenshot of the issue. Thank you, Samir
Changing the date format
Hello, We have just purchased your software and I am trying to figure out if there is a way to adjust the date format. Currently all formats available under personalize appear to be in a day/month/year type format. I would like to be able to change the format so the date will display as Month/day/year. This is especially needed when looking at open requests
ServiceDesk 8 and Software License
When adding a software license, one can fill in an expiry date which is handy. I don't think there is a possibility to get an expiry notification out of the box but would it be possible to generate a query which shows all the software licenses together with f.e. this expiry date?
Conversation history in PO Module
We would like to have the ability to view conversation history within the PO Module to show the notifications for approvals and email messages sent as an audit trail and for problem resolution. We also need the ability to search by approver to see all POs awaiting approval by a approver. We also would like the same filtering options as in the requests module and to save the filter as each purchasing agent wants to see only the POs that they manage. Thank you.
"Unable to create task. Selected computers are not available in DC"
"Unable to create task. Selected computers computername.domain are not available in DC" when attempting to install software via Service Desk to a computer. I click on Select Workstation and I pick the workstation but when I click save I get the error above. The only thing of note is that in Desktop Central the PC is listed by just its name with the domain it is connected to. In Service Desk Plus it is trying to connect to pcname.domain. I can install to a user with no issues.
Purchase Order Module - Fractional Quantities
Would like to be able to enter fractional quantities as we use our existing PO system for vendor labor which is generally billed in quarter hour increments. It would also be nice if there was an additional Labor type available under the Product Type definition screen.
SDP 8.0 CC field auto popluated when I reply to a user from a request
How do I turn off the reply template automatically CC'ing the technician when he/she uses the reply button in a request?
Asset Auto Sync
Hi Team Readme file in SDP V8 stated <Auto Sync of Distributed Data: The inventory data scanned in the remote SDP servers would be pushed automatically to the central SDP server at periodic intervals> Is this future available between SDP and AssetExplorer build no 5504? There is an error appeared <Problem while pushing data to central server. Pushing the file to the central server failed> Manual import using ZIP file working fine. Regards MeTech
GL Codes
Hi, The Purchase Order processing element within servicedesk looks like it could fulfill our requirements for same with exception to the GL codes! We have entered the GL codes and descriptions - the issue is - only the code is selectable from the drop down list box - the descriptions are not shown. Both fields need to be shown for this to be usable. Any chance of a fix or fudge please? Andy
Issues with "Alert Request Owner when the associated Task is closed" notification rule
hello. I have met some problems with notifications.The notification rule "Alert Request Owner when the associated Task is closed" doesn't work. Installation's version is 7.6.0 and the build was 7608. Because of this issue I have upgraded it to the build 6711, but it does not make sense. I'm attaching 2 print screens. One is the screen of "notification rules" you can find there that I had checked appropriate rule. And the second screen is a result set of this query - SELECT * FROM notificationcontent
Purge Non-Installed software out of Scanned Software Inventory
Is there anyway to "efficiently" remove all the software that is "Not" installed anyware that is in the "scanned software" section.
Roles....
I want to create a Role that has ADD and VIEW for Requests and Change and add an account thereby allowing the Request, and upon completion spawning the Change directly from the Request. This would be a short term work around for the lack of form manipulation in the Change module. Why is a Role considered to be a Technician? Cheers.
migrate Service Desk plus from Windows+MSSQL to Linux+MySQL
how i can migrate Servise Desk plus located at windows server with mssql to linux with mysql all data should be moved at new location
Record Retention
If we end up not having Service Desk Plus as our help desk system, how can we retain the history information? Especially when we are looking at the assets and the attachments that have been scanned in which we use to gather our inventory information. Thanks, Lisa
SDP 8001 Notification Rule broken
Since the upgrade the notification for "Alert(or Notify) technician by e-mail when there is a new reply from the requester." is only returning the original request every time instead of the whole chain like it used to. Anybody else? Thanks
Notifcation emails not working in v8
Prior to upgrading to SDP v8, when a technician was notified that a requester replied to a request via email, the text of that email was included in the notification email to the technician. Now the text of the reply is not included in the notification email to the technician. There is just a link to the actual request. Can you tell me what field I need to include in the template to see the reply text in the notification email?
Helpdesk knowlege base or solutions
Could i have ready knowlege base or solutions and download it to my users to be used by him before making service request?
SDGuest
hi there. is there any way to duplicate the SDGuest role with additional access?
Yearly report of tickets created.
Is there a way to generate a report (bar graph) which will show the number of tickets opened/created by month for the entire year? The closest that I can get to this report is by time created. But doing this casues the bar graph to stop genearting after the first month due to the volume of tickets created in that month. For Example, Im looking for something that can show the number of tickets created by month instead of time, and list this for each month for a total of 12 bars. Then to also generate
Multiple E-mail Accounts
We have a large number of users who have multiple E-mail accounts and as such don't always send in a request using the same E-mail Address. Because of this, we end up with several different users for a single person. This means that they are unable to log in with 1 account to see all of their related tickets. Would it be possible to enable multiple E-mail Addresses for a single account? This way, regardless of which account they send their mail from, it would be logged under the same user. Many thanks,
Attaching multiple files
SDP should have the capabilty to attach multiple files in a go.
Custom report without time constraints?
I'm trying to write a report in 7.6, and I want to select "all" completed items regardless of date. However, I am being forced to select a time parameter. I need everything, regardless of date. I don't want to change the "from" and "to" date range every time I run the report, and the pre-determined ranges are far too restricting. I have other parameters for limiting the output of the report, so I'm not worried about making a report that is "too large". How can I get rid of the date requirement?
create report in help desk with decimal
hi, i am using service desk 7.6.0 and would like know how do i make report with 2 decimal? i am trying to make report on average rating given in a survey. thanks.
Cluster IP Report/Query Help
Hello, I need some help on a issue I am seeing. I am new to SDP, so keep that in mind :) In the assets tab I can see my cluster machine with multiple IP addresses. When I generate a report there is only one IP address that shows. I need to see all the IP's in the report. Is there a query I can run that will show the server name and all the IP addresses associated with it? Like I said, I can see the ip's in the asset area, but the report is not picking all of them up. Any help would be greatly appreciated.
Custome Report to include notes/ work log text
Hello, I would like to know how i can include the text in the notes/ work log section of a ticket in a customer report. Any help is appreciated . . . Thank you, Kenn Smith
Service Desk Plus Purchase Order Requester
Hi All, We have been using SD Plus for a number of years now and would like to make the move to using the PO part of the application. I can see where you can make a requester a PO approver however cannot see where a standard requester can actually create a PO. Can this be done or can only a technician only create a PO? Thanks Brett
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