Pickup Request not working - 7.604
We upgraded early this morning to SDP 7.604. Today we have technicians reporting that the "Pick Up" button on the request page does not work. Most technicians have IE7. However several IE8 technicians report that the button works. Has anyone else experienced this? Is there a workaround?
SLA Times off
I set an SLA High respond time of 5 minutes, and a resolve time of 25. I created a trouble ticket at 12:47 Configuration is as follows: The SLA response email was sent to Valerie at 12:55 Jeremy Recieved the resolution SLA email at 1:05 AND at 1:15. The times on all our servers and PC's are synced up. Email is hosted in house so no delays on delivery. Is there anything wrong on why the times are off, this cn be worrying, especially on high priority problems.
Missing Scanned "Workstation"
SDP 7015 I'm having a problem with workstations that I have scanned not showing in the Workstation list. Example: Server A, Sever B and Server C have been scanned. Only Server A shows in the list and is searchable. Rescan Server B. Now only Server B is in displayed in the list and is searchable. Rescan Server C. A and B are gone, only Server C is displayed and is searchable. I believe that the workstation entries have not been deleted, because after the rescan all of my manual changes are still intact.
IE8 - Blank screen
Hi, is anyone else experiencing a blank screen when trying to access SD+ 7506 with IE8? I've tried to normal tricks of clearing the cache and cookies, restarting the service but to no avail. Cheers
Cannot import Active Directory users after upgrading 7.5
I upgraded to SDP 7.5 everything seams to be working but I cannot import users from AD the screen stays on the connecting to active directory but stays at 0% completed. Does any one ales have this problem?
Purchase Order view for requesters
Hi, Is it possible to allow requesters to raise their own purchase orders without associating the role to technicians? This allows requsters to raise POs and forward the request to appropriate personnel for approval, and the helpdesk only gets involved after the POs have been approved to make the purchase. Currently a technician has to create the PO on behalf of the requester but we think the requester should be able to do this as long as the servicedesk application has been populated with relevant
Font size in Report
We use scheduled reports sending by email in format Inline HTML. Font size in message is very small. How can we increase its size? Thanks
update from ServiceDesk Plus 6.0.0 to 7.6.0
I have ServiceDesk installed on Windows machine actually running 6.0.0 with mysql is possibile to upgrade to 7.6.0 (under Windows) with SqlServer migrating data? Someone can help me ? thanks
Critical : Error while invoking backup
Everyday at 12:37pm, i recieve a "Critical : Error while invoking backup". My backups aren't scheduled to run at this time, and infact run at 8:00pm daily and are successfull backups. This issue occasionaly crashed my servicedesk and i have to reboot my server just to get servicedesk running again. Whats the problem? ************************************************* Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support
7605 : Hotfix Released
Dear Users, Please refer to the below forum announcement about the 7605 hotfix release. http://forums.manageengine.com/#Topic/49000003912007 Regards, Srikrishnan ServiceDesk Plus. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
Copy of the service Request to the supervisor
Dears, One of our business rule that a copy of the request need to go the requester manager. Does any body know how to do it? If we need to create a custom service request or template, then where shall we start? Thank you and best regards. SDP Admin Abdulrazak.alsharafy@yemenlng.com
7605 : List of Enhancements / Issues fixing
Dear Users, Following are the list of Enhancements and issues fixes that is getting into our upcoming hotfix. Enhancements in this Service Pack SD-25985 : Quick search to view the request details based on Request ID from the request list view. NOTE : Behavior change : Request ID based search has been removed from the request search in the left panel. SD-25168 : Adding 'Employee id' column in the requester search window which appeared on clicking the 'search requester list' icon in new / edit request
Mail Fetch Stops Periodically
We are using SDP 7506. We noticed that the Mail Fetching Status will become "STOPPED" after running for a random period of time. Sometimes, it keeps running for a few days. Sometimes, it stops twice or more times a day. It's hard to check until we noticed that there're no new help request after an hour or so; or we found out that there are left over messages at our helpdesk mailbox (due to POP3 stopped getting the mail into SDP). We are sure our POP3 Mailgate is working fine but why SDP Mail Fetch
ServiceDesk Plus Request fields configuration
Hello! I would like to ask how can I configure some additional Request Fields that I added if I want them to take some action? For instance, I added some more Date/Time fields that I want to show in Technicians Scheduler. And how about some Standart Request fields? Can I disable them somehow? For instance, if I don't need Request Type? Thanks!
Simple survey report
This query will provide a quick numeric snapshot of your survey results by question. So, if you have 4 satisfaction levels you will receive back a number from 1-4, with 4 being a perfect score. SELECT sqdt.QUESTION "Survey Question",round(avg(sadt.RATING),2) "Average Rating" FROM SurveyPerRequest spr INNER JOIN SurveyPerRequestExt spre ON spr.SURVEYID=spre.SURVEYID LEFT JOIN SurveyDetails sdt ON spre.SURVEYID=sdt.SURVEYID INNER JOIN SurveyQuestions sqdt ON sdt.SURQUESID=sqdt.SURQUESID LEFT JOIN
ServiceDesk Plus upgrade from 7.0.22 to 7.5
Hi!, I am having troubles to upgrade ServiceDesk Plus from version 7.0.22 to version 7.5. After run updatemanager.bat, it finds an error and rolls back installation. After that, SDP does not run anymore, it remains starting service and persistent layer forever and ever... Can anyone help me? Thanks! jordi.suarezd@t-systems.es
Sending notification to other people
Hello! I would ask for help in changing functionality of sending notifications. I understand that you (ManageEngine) will not make such changes just for me, so I even can modify source code in Java script by myself. What I need: When specialist requests an approval for a request, notification sent to some person. That person make decision and at that moment notification sent to specialist that requested for approval. I really need to send that second notification also to person who created initial
Job Title field
Hi i wonder if we get someway take the Job Title field away and if it´s not possible can we get text Job Title away. and if i can how do we do it /iS
Bug? Cannot Delete Job Title in Requester window
Hi, I was updating some of the requester information and I have noticed that that the Job Title field contents cannot be deleted (set back to blank). I delete all texts in the textbox and click on update, but when I open the requester again, it comes back. (no error messages) If I changed the Job Title to another title (not blank), then it updates fine. Could you look into this? Thanks
Asset Report
Hi I am after generating a report but cant seem to get the information using the wizard as i want the service tag including. I would like a report that shows the following for ALL assets not disposed of. Resource Name Product Product Type Asset Tag Serial Number Service Tag User Department Any assistance greatly appreciated. Regards Mike
Report: history of workstation assigment
Hi I need to generate report showing what workstations was assigned to user in period of time. I did not see such report in standard reports and did not manage to create it using custom reports. It would be nice also to have report showing to who workstation was assigned to in period of time. Could you help me create SQL query? BR Jan
Actions Menu
Hi When we View a request, is there a way to modify the actions menu to see more status set actions, ie awaiting "3rd Party", this would save time by not having to edit every time. Regards Mark W
Upgrade Question
I am in the process of upgrading our copy of ServiceDesk from 7014 to the current release and moving it from the current server to one that has more storage. My question relates to the ability to migrate some data but not necessarily all data from the current installation to the new install. For example, is there a way to move all of the computer inventory data but not the purchasing history (or some other combination as yet undetermined)? Also, I have a current license. Can that be used on the
Scan problems
I have run in to several issues with scanning computers. Particularly Mac's. Here is a few: 1. SD+ can't get the Serial Number 2. yet alone identify a host by that S/N (So, If the host info in SD+ and reality are not 100/100, you can't really scan the network without creating duplicates). 3. Domain part is dropped from Resource Name (hostname.domainx.com is OK but hostname.domainy.com is cut to hostname. This creates several issues). 4. Model is shown as --Choose Model-- in edit mode after the scan.
Workstation Configuration
Hi, in Workstation Configuration there is a field 'Location'. I understand that this filters through from Active Directory, am I correct? In Active Directory, the properties allow you to select a location for a workstation but you have to browse to find the location. Can you let me know where the data comes from in the browse button Many thanks Jayne
Time Change
How to change time on the help desk main page?
Starting Issues.....
whenever I start the manage engine service desk application it fails to initialize. And if I try to start manually then alos it doesn't work. Below is the part of the Wrapper log file. Kindly assist. STATUS | wrapper | 2010/03/16 15:32:35 | Launching a JVM... STATUS | wrapper | 2010/03/16 15:32:40 | ManageEngine ServiceDesk Plus started. INFO | jvm 1 | 2010/03/16 15:32:58 | Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused:
How can I inject SQL for our custom request fields through API?
Does the API interface support SQL injection for the custom fields we've created? I tried sending API attributes like "UDF_CHAR1=Test1" and "UDF_CHAR2=Test2", but this doesn't seem to fill our custom fields. Please let me know how I can auto-fill these custom fields through API.
Daylight Savings Time problem on ServicsDesk Plus
Good morning, I'm trying to figure out this DST issue. On the ServiceDesk Plus home page, the time shows as one hour behind actual DST time. However, timestamps on notes added, resolution, etc. are the correct DST time. What might be causing this problem? I've tried correcting the problem by re-saving the preferences info, but this does not work. I've read on related threads that I might have to update Java using time.jar, but that fix was for DST problems with the timestamps. ServiceDesk
Matrix report group by Year / Month
The matrix reports grouped by year and monts sort column by name of the month. So first is August (08) no January (01). This should be sorted by the number of the month. I have a polish version of SDP. Is names of the months can be translated?
ServiceDesk: Customize number of assets allocated to a workstation
I would like to extend the list in ServiceDesk/Inventory/workstations/Assets tab. Currently, I can only list 25 assets allocated to the workstation and would like additional entries. Where in Admin can I customized this?
Change database to MySQL
I wish to use the MySQL already installed on the server. I performed these steps... - changeDBserver.bat - it successfully created the database in the MySQL server and the test connection passed - backupdata.bat - successfully created the backup file - restoredata.bat - ERROR in this step. It seems to create the approx 37 tables but does not populate the tables with any data. I attached the results from the command window.
Report KPI - average assigned time and average resolved time
Hi, I need report with average assigned time (between create time and assigned time) and average resolved time (between assigned time and resolved time) per Technican / Month. The first problem is with find resolved time. I have only closed time and it is not the same. If the SDP has no resolved time it can be cost register time (last if ticket has more than one register time). The second problem is with working hours. The average assigned time is time between create time and assigned time minus
I've lost my inbound e-mail
I've noticed that I've lost some my inbound e-mails... Here I see request that have inbound e-mail from requester And here I can't see them :(
When Changing priority level from medium to low the call breaches SLA
SLA is set as follows Priority Medium - 4 hours Priority Low - 8 hours Create a call in PM an save it. Edit the call and change the priority to PL the call breaches SLA immediately. Also the "Due By" date & time field gets erased. Why would this happen? There are no issues if creating a call in PL and changing it to PM. Any help is appreciated. Thanks
Report on Assets and associated components
Hi, I would like to create a report on Assets and its associated components. Anyone please help me on the query.Didn't find any related thread. Thank you. Regards.
Filter to show only requests with a reply pending
This is bugging me, how can I create a filter view or use the search facility to just get open requests that have a reply pending ( showing Red Envelope ) Thanks, Andy
Suggest hardware scan tool to create CSV
Hi! Can you suggest me simple software or script that can locally scan workstations and save hardware info to CSV reports? The problem is we have many workstations those are not in domain. I tried to generate reports using Everest Corporate and HWinfo but result was disgusting: there are no options to tweak templates of reports for ServiceDesk Plus needs. Thanks in advance.
Parameter Query in reports
Hi, I would like to run a report using the Timespent module but use a parameter query to enable users to select a date period using a prompt before running the report. Is this possible?
Server restarts all the time after restoration from full backup.
Hi! I have a problem with Service Desk after having restored from full backup (ver.7.5SP6). The server restarts again and again after the message Server container loaded If I make a clean install of version 6 of SD it starts correctly with clean database, but after restore it hangs like that.
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