multiple assets with different costs
Hello community. I just got stuck while trying to add some products: When I enter the price and other details on the 'vendors'-tab, all information on other products will be overwritten. E.g. let's have a mfp bought at vendor a for 3.000$. Now I add a router bought at vendor b for 250$. After checking the mfp I recognized it also has vendor b and 250$ entered. Same with the scanned assets (PC for example). They all have the latest entered information regardless to which product I entered it. Can
I need a query...
Hi , I need this query : Tikects open in previous moths | Tickets open in actual Month | Tickets open in every day of actual month | For example , that's the table that i needed : Previous Mont | Actual Month | Day 1 | Day 2 | Day 3 | Day 4 | ...... Raised 80 7 4 3 Closed-Resolved 90 9 7 2 Backlog 70
Help with creating reports based on fields
Currently we are using Service Desk to manage request and need to create some requests based on data we've collected in our tickets, something like the below: 1- We have created a location drop down 2- We need reports that: a. Mean Time of time ticket opened – minus time ticket received per month per LOCATION (custom field as per your suggestion) b. Mean Time time ticket closed – time ticket opened per month per level per location (custom c. Mean time time ticket closed
Adding Calculations in a custom report
I have been asked to create a SLA report that calculates the amount of time spent on each request, and how much time over or under the SLA each request was, in addition to the average time spent per request, and the Minimum and Maximum time spent on each request by tech. How can I add calculation to a custom report? I have tried doing this through Crystal Reports but the date/time fileds (i.e.CreatedTIme) display as a large number, not any date/time format I am Familiar with. Anyone have any ideas?
Assets Module - Bar Code Field & In Store w/ Dept Assign
Hi, We'd like a couple of ammendments to the Assets Module if possible: 1. When creating Workstation Reports, you cannot currently select the Bar Code field (You can for Resources). We'd like to produce Asset Acquisition and Disposal reports which will require both Serial Number and Bar Code (our organisations Asset label). 2. Bar Code is not available as a column in the Assets - Workstation List View. This would be handy as we have independent asset labels as physical identifiers. 3. Currently a
Spell Check improvements
HI Everyone, I have two feature requests that might be useful. I've looked and can't find them in the actual service desk application. 1. Spell check as you type. If there's a way to get it to highlight misspelled words similar to how Office Word does. I'm no programmer so I don't know if this is a browser thing more than Service Desk itself. I know Firefox does it using service desk, but the majority of our users still use Internet Explorer. 2. Spell check before the ticket is closed and the resolution
Preventive Maintenance schedule
We would like to see some more advanced calender logic for the Preventive Maintenance schedule. We have some tasks that repeat on say the last Sunday or first Friday of every month or every other month. Since they are based on days of the week and not dates of the month we can't get them added correctly.
Feature enhancement on Holiday Schedule
It would be nice to have more options for Holiday's. Here in the United States we have several holidays that are not on the same date every year. For example Thanksgiving is the 3rd Thursday of November, Labor Day is the 1st Monday of September. Currently we can't add that as a recurring holiday since that date changes every year.
keep getting login page when i change tab servicedeskplus and desktop central
Hi all i sign in to either of these newly installed software packages and i keep getting the sign in page every time i change tab - why is this - i am using IE8 and the software is installed on a 2003 server thanks in advance JH
Sub Groups in Reports
Is there any way to have a report with Sub Groups? For Example, I would like to pull off a report for calls logged against a certain Category. I would then like the same report to group the Category by Sub-Category and then again by Item
FAILURE:Unable to execute report:I/o error writting PNG file
when ever i try to run a new or old report it sgives me an error saying FAILURE :Unable to execute report : I/O error writing PNG file!... please help me out
Add miles
Hi We are now about 30 technicians using Service Desk Plus Each case is an invoice to the customer base. But that function similarly to the time that engineers have done on the matter would need to be able to add mileage and a price on what each costing mil. Is it possible to develop? /iS
Escalations in SD+ 7.6 (7610)
Good day, everyone! Is there any way to do the following: Several Groups of technicians (for example, NetworkEngeneers, Support, SystemAdministrators, DBAdmins), each has it's own "Chief" SLA to be defined: " If resolution time is elapsed then escalate: Enable Level 1 Escalation Escalate to _CHIEF_OF_A_GROUP_ Escalate after nnn minutes " So, when request is assigned to a specific GROUP, and group does not "responds" in specified time THE CHIEF of this group will be notifed.
Scanned Software Serial Number Location in Registry
I would like to be able to tell SDP the registry path for a given piece of scanned software's serial number. For example: SDP scans my domain and finds copies of Software1 installed. I would like to be able to tell SDP that the path for Software1's Serial Number is located under: HKLM\Software\Software1\snSoftware1\key Then, the next time a scan is run, SDP can pull the Serial Number for Software1.
New built in variable for notification engine
Within the notification engine, mainly in reference to the SLA notifications for escalations and first response notifications would it be possible to have a variable that references the currently assigned technician. It seems that it would be useful to be able to send a notification to the technician that their request is about to breech the SLA but as it stands we can only pick a static technician or the TicketOwner (Requester).
Asset scanning status report
I have the following Query report that provides me with the last scan date and scan status of each item in ServiceDesk. What would I need to add, in order to include the Resource State of that PC? This would be very useful for auditing. We use MSSQL. Thanks. select systeminfo.workstationname "Workstation Name", "Model",dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (audithistory.audittime/1000),'1970-01-01 00:00:00')"Last Scanned on", audithistory.auditstatus "Scan status" from audithistory
Hotfix 7611 Released
Dear Users, An Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Issues fixed in 7611 SD-30877 : NumberformatException occurred while fetching the memory details of the Linux machine hardware has been fixed. SD-30439 : Unable to scan the Vista / later Operating System installed in non english version has been fixed. Hotfix can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html
Auto-fill requester details
I've looked through every setting I can think of to find where to do this, but how do I configure new requests such that it auto-fills the requester name and department? One of our persistent complaints from requesters is that they'd rather just call us than submit a ticket due to the time it takes, so we're looking to streamline wherever possible. Thanks
SLA Violations
Hi All, Having recently deployed service desk plus to our organisation, all is working as expected but something has been raised about the way that SLA's violate. In our organisation we have a rough 3 tier support layout. For some of our request a flow would be something similar to this: Requester --> Level 1 Support --> Level 2 Support --> Global Team Something that has been raised by several of our support staff is that as the SLA's start running from when a Request is created, and as the timer
Not Importing emails
Hi, SDP is not importing emails since friday night, we have restarted teh service and restarted teh server but it is still not importing. Java.exe is running and a sub routine of ping.exe is starting also and maxing out the cpu, are the two issues releated how can I get the emails imported.
Technician -> Requester SDP 7.6
Hello, Is it possible to "demote" a Technician back to a Requester? If so, how do I do it? I'd like to retain the user's record of ticket management, but remove his rights to work tickets and to free up a Technician license. This question has been asked before (https://forums.manageengine.com/#topic/49000002673963) but no answer was provided. Thanks!
Hotfix 7611 Released
Dear Users, Please refer to the below announcement link to know further details about the hotfix 7611 release. https://forums.manageengine.com/#Topic/49000004218003 Regards, Srikrishnan ServiceDesk Plus.
Custom Query-Report for "Close Comments" not working anymore with 7.6 Build 7608
Dear ServiceDesk Plus-Team, Some time ago, you provided me a custom Query to use for reporting the "Close Comments" written by the Users when they closed an Incident. This Query worked well in our ServiceDesk Plus installation of Version 7.0 Build 7022. However, we have a new SD+ installation in use now, with the most recent Version 7.6 Build 7608. Further, we moved to new Database to MSSQL rather than MySQL. Unfortunately, now the provided Custom Query does not work anymore. I'd appreciate,
filter rules in user defined views don´t work
Hi all, when i create a user defined view in SD+ with several filter rules, the system seems to become the more confused, the more filters i set. eg: - I filter on status "resolved" --> only resolved requests are shown. (ony 17 because of autoclose) - i add AND ticketnumber > 1000 ==> ALL tickets > Tickt-id 1000 are shown regardless the status, 2308 results. - i add AND technician = myname ==> 109 MORE tickets than before are shown (my ticket count is 294) Versioin 7.6 build 7603 - help please!
Survey Security/Visibility
Hi, I would like to use the Survey feature but am concerned about exposing the results to all technicians. Is it possible to not allow access to the Survey section of the admin console?
Login Password Expiry
is it possible at present, or if not, will it be a feature, to be able to set a maximum lifetime of a user password (say 30 days) and force them to change it when this period has expired, regards Paul
Setup technicians
I'd like to know if it is possible, and how to do it, so that technicians cannot assign requests to other technicians. I'd like to have 2 roles, one that is full control, and one for level 1 techs who can pickup a ticket, but are unable to assign it off to someone else. Any help would be appreciated.
Allowing a technician to Pickup but not Assign
I am trying to prevent my techs from assigning tickets to other techs and only allow them to pick up unassigned tickets. When I uncheck "assign" in the roles they now longer havve the abilty to pickup. Should this not be seperated?
Security Issue if we unable to change admin password
We are using ServiceDesk Plus 5.5 with AD authentication enabled. We know from the other comment that we cannot change password in ServiceDesk Plus when the AD Authentication is enabled. However, there is a security weakness. The administrator account of local is still there and it is still be a default password which was known by all technician since we have started its implementation. Now, I would like to change password of administrator account to be known by only administrator but I can't do
Images in Solutions disappear after a day or so
I have a bunch of Solution documents. In most of these I have inserted, from file, a .gif image. The images display perfectly when I create the Solution document. They are perfect when I open the solution document after I have approved it. They display perfectly if I log in as someone else and open the document. Then, after a day or so, when I go back in and open the document again, the image has been replaced with the standard internet red x can't display image icon. Any help appreciated!
How to Merge Duplicated Products?
Hello, I'm cleaning up SDP right now and, over the years, people have essentially created duplicated entries with slightly different names while creating a PO. (i.e. "3 Yr Warranty" vs. "Dell 3 Yr Warranty" vs. "Warranty - 3 Yr") Is there a way to remove the multitudes of duplicates we have? Thank you, Dan
Office Communicator Screen Pop Up
I am wondering if I could put a request in to add the possibility of integrating with Microsoft Office Communicator to allow somehow have a pop up with regards to creating a new request and have it select the user based on a phone call coming in. I know this is very complicated request; this would be like call center software working with either phone numbers. We have our office communicator server tied into our phone system so that when someone calls it brings up a window showing the number and
Multiple Approval for ServiceRequest
Hi Team Any feature in the road map for Multiple Approval in case of Service Request. We have customers who use Hierarchy when raising Service Request. This is for a Bank. Any ideas or workaround is also good, we did suggest Change Management module, but its not the right way to do . thanks Isaac Me Tech
Technicians assigning requests
I have a bit of a turf war going on where technicians are assigning requests to one another and they bounce back and forth. Is it possable to remove the ability for the technician to assign requests but still have the ability to pickup and assign to themselves? Regards, Patrick
Modify Workstation Assets
Can anyone offer advice on the following scenario? Yesterday Workstation Name | Service Tag AAAA 1111 BBBB 2222 Today after Service Tag 1111 died AAAA 2222 (swapped HD 1111 into this system) BBBB 1111 (disposed) How do I clean up my Asset list/properly show what has been done? System is confused when performing asset scans now. I hope to repair system 1111next week and redeploy,
Assets in SD+ 7.6 (7610)
Good day! I have 6 storage lockers with 5 shelves in each. I have workstation NICs in locker 2 shelf 1 and server NICs in locker 3 shelf 4 I have video adapters in locker 2 shelf 2 I also have projector bulbs in locker 2 shelf 2 externals HDDs are in locker 1 shelf 3 and locker 2 shelf 4 and so on In SD+ i have only ONE field - Location to define where my asset is. Questions are - how can i get the list "what is in the Locker 2 (grouped by type)"? - how can i get the list "where are all NICs (both
Business Rule - 'if Site is"
Is it possiblel to create a rule that will target a site, so for example in the default settings, I want to create a rule that will say if a user of siteA creates a request it will do what I want.
Business rule question on SDP Version 8 beta
Hi All, I've been trialling Version 8 of SD+ and found it to be very good. I have run into a slight issue which I thought I could work around, but I'm missing a field in the Business Rule options to help me through; I'll explain the background. We regularly have people email the helpdesk and because we're all busy people, the calls often don't get picked up. For this reason, I've set all new emailed calls to have a half hour escalation SLA to ensure they're assigned. But I need to ensure they don't
Need specifics reports
Hello, My managers wish to have the following information. (SDP Buil 7506 and MS SQL Server) 1/ To calculate for every request, the elapsed time between its creation ( Open) and its attribution in a technician, which for us corresponds to the status ( Assigned). 2/ To calculate this average time, over the previous week and the previous month. ----------- 3/ To Calculate for every request, the elapsed time between its attribution to a technician, who for us corresponds to the (Assigned) status and
Two Bugs Relating To Task Lists
Hi, I have two problems to report, using 7610 but they existed in previous versions also. The first relates to viewing my open tasks. I view my open tasks by clicking "Show All" from the "Home" -> "My Tasks" section. This brings me here <hostname>/TaskDetails.cc?TYPE=MYOPEN After I click on a task, and perhaps change its title, and hit save, instead of just bringing me back to the list of "my open tasks", the page now displays ALL tasks every created. The URL is still <hostname>/TaskDetails.cc?TYPE=MYOPEN
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