Delete department record failure
Hi Dear Support Team I'm trying to delete some useless recoreds of department but it seems it is forbidden and below message replies: Department is being used by a module. Hence cannot delete it. and the record becomes disable. Now could you please help me, how can I remove these useless records of department? I'm using the last version of SDP(7506). Thanks and Best Regards
"Cannot insert the value NULL into column 'COLUMNINDEX'" Error
While upgrading from SD 7.5 to 7.6 the update log show several warnings like the one above. Finally the upgrade fails and a database corruption results from this. We're upgrading from 7507 and this issue shows up only when upgrading from build 7514 to SP1. Thanks!
How do you determine which edition you are using?
How can you tell what edition you are using. All it says is Service Desk Plus, and which version you are on.
Change Approval Status always shows N/A
Hi, I'm testing the Change control procedure through ServiceDesk Plus (7602). I need to be able to create RFQs and then have these approved by a CAB. I've created a new Change record and chosen the 'Major' Change Type, however the Approval Status always shows 'N/A', even if I add CAB members and then have them approve the change. What am I doing wrong? If I create a Change record using the 'Standard' Change Type, this immediately shows an Approval Status of Approved (obviously because the Change
Changing default request template
Is it possible to overwrite the default request template with another existing template let's say Template1 and vice versa? The idea is that we need to log certain set of requests in a different template than the current default request template for which we intend to make Tempalte1 as the default request template and then later switch back to the current default template. Please advice.
Login Screen recommendation
Currently the login screen resembles the MS Windows login dialog box in format, but not in function. If you have multiple domains, you need to select the OPTION button to choose which domain the username and password will be authenticated to. In MS Windows you have the option to enter the domain in this manner as well as using the following methods: In the username field: domainuame In the username field: username@domain.com These two method don't work in ServiceDesk Plus. I would suggest enabling
Asset History possibilites?
For the most part, Assets do not change. However, we do schedule a scan every day. When I go to the Asset History, I see pages and pages on "No Changes". I don't care about these items.. I only care if an asset changes. 1) Is there a way to only display in Asset History when the asset actually changes? This would save me a bunch of tie trying to pick out the "Changed" from "No changes" in the huge list returned. 2) Is there a way to search asset history? example: I want to know what assets
Is it possible to change the name of the fields being imported via LDAP
We are in the process of evaluating Service Desk Plus (SDP) For our purposes, we would use what we call 'Entity' as SDP seems to be configured to use 'Site'. Our LDAP has a field titled Entity that we would like to use to populate the field 'Site' in SDP. Is there a way to modify SDP to import our 'Entity' field into SDP's 'Site' field? In a related question, we have another field we would like to have imported into SDP's 'Department field'.
Can I change the 'labels' used in the program
We are in the process of evaluating Service Desk Plus (SDP). For our purposes we would match up what we call 'Entity' with what SDP calls 'Site'. Is it possible to change the labels in SDP to say 'Entity' instead of 'Site'? It's not a show stopper by any means, it's just easier to talk about the product as it might be used in our organization if we could use the same terms.
scheduled preventive maintenance by asset?
I work for a wood products manufacturer and due to the endless flow of dust in the facility the systems need to be blown out quite regularly. We currently have 92 systems in the plant, and what I would love to be able to do is have asset workstations schedule for preventive maintenance and updates revolving every 15-30 days depending on location in the plant. Basically what I am looking for is the pm to be attached to the asset itself, and be able to pull up the asset on view and see
Modify sample KPI report
Can someone modify this repor ? I'd like to use "lastmonth", "lastquarter", "lastweek", etc. select count(a.workorderid)"Total Request Count",SUM(a.isoverdue)"SLA Violated Request Count" ,sum(!a.isoverdue)"SLA Not Violated Request Count", (sum(!(a.isoverdue || a.ispending)) /count(a.workorderid))*100 "% Calls Closed within SLA" from (select wos.*,sd.ispending from workorder wo inner join workorder_threaded wot on wot.workorderid= wo.workorderid left join workorderstates wos on wo.workorderid
Report requirement
We would need report in servicedeskPlus for requests with no updates from past 1 or 2 or 3 or 4 or more days. No Updates means if there is no worklog, no conversation added then that request should be part of the report. Regards Santosh Giranje
MySQL Query - Assign Time Taken > 4 Hours
Hello, I need to create a report for a KPI we plan to implement on our service desk, but I am having a problem getting the exact data I need. I found a MySQL query on this forum that is almost correct but I dont know enough about the table structures to change the statement myself, please can someone help! :) What I need is to change the where clause of the statement below to only show requests which have a pickup time greater than or equal to 4 hours, but also keep all the being pulled the report
Outgoing Mail Setting using Technician Email
Can we configure anything in ServiceDesk so that emails out come from the specific technician? Thanks.
Choose button not appearing in Edit group page
The button beside [Send notification to group technician(s) when a new request is added to this group] does not appear
Report
Hi, Would it be possible to show the tickets list and group of conversation followed via mail?. for example: ticket 1 Object "problem X" open in date 1.1.2010 12:00 - closed in date 1.1.2010 14:30 -date 1.1.2010 12:00 Administrator to Person A - Subject 1 -date 1.1.2010 14:00 Persona A to Administrator A - Subject 1 -date 1.1.2010 14:30 Administrator to Person A - Resolution ticket 2 Object "problem Y" open in date 5.1.2010 12:00 - closed in date 6.1.2010 16:30 -date 5.1.2010 12:00 Administrator
ability to change request template based on business rules
Is it possible to change the request template based on business rules ? .. we have custom fields set up which only live on certain templates , we have business rules set up for email requests that get assigned to groups , and those groups should have a specific template .
Outgoing mail wildcards?
Hey guys, we just recently implemented the latest version of ServiceDesk, and we're quickly getting used to the program. I guess this could fit under multiple forums, but I picked Tips and Tricks just to play it safe. Is there any way that we can use wildcards for the email address and reply to fields in our SMTP outgoing mail settings? We were trying to see if we could set it up so that when a technician notifies a requester through email, the email comes from the technicians email address (that's
BackupData Error. No Backup created
Hi, im currently using a free version SD+. and im trying to backup my data because eventually we are wanting to transfer it to a new server. but I got this kind of error. see below. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mssql Database connectionProp : null Database started Oct 7, 2010 1:49:01
SSO is slow until cached
Hello, I believe SSO is partially working on some of our AD accounts but others it seems it either times out or they just get a login screen. For the accounts which do work, it seems like the browser churns for a good 20 seconds and finally loads. Then if I log out and close the browser, open it back up and try again, SSO instantly works and the user automatically logs in and sees their home screen inside SD+. Does anyone have any suggestions as to why it could be so slow for the first time?
Is it possible to update custom fields from incoming emails ?
is it possible to define <FIELDS> within an incoming email that will updates custom job fields . We send job requests to a third party and they reply back with their own job ticket . we would like this job ticket to be automatically updated in a custom field that we have .
is it possible to update a custome field from an incoming email
We need the ability for one of our 3rd party support suppliers to be able to allocate their job ticket to our job request programatically, ie we send a helpdesk request through to them , they reply with their own job ticket .. Is it possible to define <fields> within an email that service desk can read and use to fill out custom form fields . Thanks Carl
Request for assistance generating report
Hello, I'd like to get some help generating a report. I need to be able to see all Technicians listed for each Group, grouped by Group. I also need to be able to see if there are any Technicians who are not in a Group. It would be nice to be able to easily generate administrative reports such as this so that we can better manage license and tool usage. Thanks!
Auto Refresh of view request
Hi, I noticed a difference in the request view, the auto refresh function is 3 minutes minimum. In an earlier version of the minimum was one minute. Is it possible to change this value in order to have one minute ? Version of my Helpdesk: 7608 Regards Bastien
How to execute WebClient in WebNMS 5.0
Hi All, How to execute WebClient in WebNMS 5.0? waiting for your reply.. Thanks & Regards, Sudhir
Wrapper Stopped
Hi, Please help me with my problem with ServiceDesk Plus, after restarting the service, the service was not started, see the event log: Ouvir Ler foneticamente Unclean shutdown of previous run. PM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details JVM exited unexpectedly. There were 10 failed launches in a row, each lasting less than 300 seconds. Giving up. There may be a configuration problem: please check the logs. <-- Wrapper
Restore Service DESK PLUS
Is there any way to restore Service Desk Plus after running a backup schedule from admin profile? For example can I restore Service Desk Plus(attachments and database) to a previons point in time if i have full .data backup
Report needed
Do you know if there is a way to report on incidents that were resolved by a technician, but then re-opened by the requester? Thanks in advance
all searches create error in system log
Whenever someone searches a keyword in my solutions database, the system log show the search with type "error". This happens even when the keyword exists and the search produces hits. Why is that? I would like to use the logs to see what people are searching for that is missing from our solutions database. Running version 7.6.0 with build 7610
notification emails
I have been setting up all of our notifications and I am unable to locate a notification so when something that has been submitted for approval is denied or allowed it emails that information to the requester. We have all the other notification setup so if the ticket is completed, updated, resolved, etc. it sends the email out. But I can not locate a place to setup the approval/denied update email. Any help on this would be great.
How many people have what roles?
I'm trying to determine how many people have a given role. For example, how many people have the SDAdmin role in my instance of SDP. So far I've built this: SELECT * FROM AaaAuthorizedRole aar LEFT JOIN AaaRole ON aar.ROLE_ID=aaarole.ROLE_ID LEFT JOIN AaaUser aau on aar.ACCOUNT_ID=aau.USER_ID WHERE AaaRole.NAME='SDAdmin' But the problem is, the results don't list my user account which I know for sure has SDAdmin rights. Am I looking at the wrong table? Is there another table that deals with Technician
schema definition
Version: 7.6.0 Build 7605 Hi All, I recently learned about the Report > New Query Report functionality. Very useful. Is there a published schema definition to assist in writing custom queries? Thanks, Stefan
MS SQL Schema Map?
Has anyone mapped out the full Schema of SDP 7.6 in MS SQL? This would be incredibly useful for generating my own reports. At the moment, I'm trying to track down the creator of a Change ticket (different from the Requester and Technician.) Thanks!
Adding Requester Name to PO Reports
So I'm trying to create a report for POs that specifies a Requester. So I only want to see POs requested by Joe Schmoe. Now, to test out the column of "Requester", I did the following: SELECT pos.STATUSNAME "PO Status",po.POCUSTOMID "PO Number",po.PONAME "PO Name",longtodate(po.DATEORDERED) "Ordered Date",longtodate(po.DATEREQUIRED) "Required Date",pos.STATUSNAME "PO Status",poa.FIRST_NAME "Requester", paao.NAME "Vendor Name",po.TOTALPRICE "Total Price" FROM PurchaseOrder po LEFT JOIN POStatus
How to reset reset default admin password?
Hi all, Is there a way to reset default passworld for Service desk plus administartor account?
Deleted administrator account - HELP!!!
Dear Support, I have version servicedesk plus 7.6 installed. After an import from AD, I tried to clean up and accidentally deleted the administrator account. I found info on this forum on how to change another user to an admin role but when I execute some of the queries to update role I get this: mysql> update aaaauthorizedrole set role_id=4 where account_id=381; ERROR 1062 (23000): Duplicate entry '381-4' for key 1 Did I miss something? I really hope you can help me! Thanks in advance for
More than 1 email address per requester
Each requester should have the option of having more than one email address per account. For example we have one user who has 3 different email addresses, depending on which office they are working from. At the moment they have to have three different accounts, and as a result can not see all of their incidents under one account, and have to log into each account in turn.
Technician view own requests that they submit
There is a huge problem with tracking requests that are submitted by technicians. I have seen several posts about this but no resolution. Joe is a technician Joe submits a request which is assigned to a different group/department Joe can no longer track or see the request he submitted The answer I was given was to all Joe to view ALL requests or requests in different departments. This violates several business rules and is not satisfactory. The program is already doing "My open requests",
Time spent report
Hello, managers love to know how our time is spent. Here is the criteria Technician Time spent by individual ticket When the ticket was opened and when it was closed (the problem with this one is that a ticket can be resolved and if the user doesn't close it right away it is left open until 5 days pass (our business rule) then it is closed. Therefore it is not really clear how long it took a tech to resolve an issue. Description A weekly report on the previous week (M-F) I use the following columns
Department not visible in self service portal.
Hi, Recently we had implemented Service desk plus 7.6.0 in our organization. We had included user database from our AD. And we had created departments in Organizational details. But it is not visible in self service portal or in requester field. Please do the needful to solve this issue. Thanks in Advance. Regards, Srinivasan.
Next Page