Report on workstation by installed software?
For the life of me I can't find a way to do this, or a workaround to cheat it. Basically, installing 7.5 and finally getting the workstation scanning (mostly) working has hilighted a few issues, the immediate one being our antivirus situation: some machines still have Symantec, some AVG 7.5, and most have AVG 8.5 which is our standard. I'd like to get a list of those that don't have 8.5. The trouble is that there doesn't seem to be any link in the reporting system between workstations and software.
Ticket viewing problem
Hi, We have a problem where suddenly another techinicians are able to view a ticket that is not assigned to him. We assign a ticket to some other techs. Is that possible? is there anything wrong with the setting? help pls. thanks
error during upgrade to 7507 and now database won't start
I have opened a ticket with support and have been sent over the the "evaluation team" but no response yet so thought get an suggestions from any on here. We applied patch 7507 and it failed and now server wont start when I run run.bat it says "database creation failed" and nothing can start looks like I'm in an upgrade limbo.
SD Plus Pingable Assets
I need some help understanding this product and how it functions in regards to 'scanning' 300 printers and various routers. Some printer assets do scan however none of the relevant information such as IP address are added into the SD system. This is a huge issue. How can I troubleshoot a product that my staff cannot even find the IP for? How do I rescan an pingable asset that has no IP address? How do I find the IP address of my access points when I have no place to put the IP address?
Notification when requester assigned/ changed
Requests coming in via our voice-mail system , are all assigned to a generic "voice mail" requester, We then assign the correct requester after listening to the message . We would like service-desk to send a notification to the new requester if a requester is changed .
Unable to Edit Reports post 7506 upgrade.
We can run, but not edit, existing reports post the 7506 upgrade.
Requesters unable to log requests
Hi, When a requester click on the "Add request" button after filling out the request form the page hangs. They have refreshed the screen, but to no avail. Any ideas Thank you Thomas
Requester not getting email notifications
Hi, since support does not seem to answer emails in a timely maner. My service desk 7022 is not sending email notifications to the requester. The technitians are receiving the emails
UpdateManager -c does not interactively prompt for backup
I'm new to ServiceDesk and still in my 30-day trial, though we will likely go with the enterprise edition shortly. We installed the latest version (7506) initially and when setting up the mail servers realized we could not retrieve inbound messages using SSL with either POP or IMAP (a requirement in our organization). I was then hopeful to see that 7507 was released and provided secure POP and IMAP options. I ran UpdateManager.sh from an SSH session and received the "No X11 DISPLAY variable set"
Secure ServiceDesk website
I would like to be able to secure our ServiceDesk plus. We have it accessible to the outside world and I need to use https. There used to be an option on the older versions, but I can't seem to find it in my 7504 build.
SDPlus picking up wrong NIC/IP address
When I click on the system tray icon for SDPlus, the server status is showing me the IP for a secondary NIC pointing to our back-end SAN. Not the Primary LAN facing NIC's IP. Where can I correct this?
API functionality not working 7.5.0 build 7506
Hello all. I am hoping someone can shed some light on why the API interface is not working for us. We are attempting to have a secondary app open requests in ServiceDesk. We have tried to use an NT Domain Account along with a local account. Here is the code we are using that uses a dummy local authentication account: #!/usr/bin/perl use strict; use LWP::UserAgent; use HTTP::Request::Common; my $URLtoPostTo = "http://SDServer:8080/servlets/RequestServlet"; my $browser = LWP::UserAgent->new;
Notices on demand closing are not sent
Notices on demand closing are not sent! All other notices are sent successfully! This creation, change, and other The decision can be in MySQL??? Forgive for my English It is a little reports of Windows Server 2000 SP4 En Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com. .\..\mysql\bin\mysqld-nt: Shutdown complete For more information, see Help and
Windows 2008 x64 and ServiceDesk Plus 7.5
The system can be installed in a Windows 2008 X64 enviroment ?
Plan to allow non-admins to access "vendors"?
Is there ever going to be a way for users who are not servicedesk admins to view vendor information? It would be very useful.
Acknowledge Requester by Email when the request is updated
When we first rolled out SD+, we chose not to enable the "Acknowledge Requester by Email when the request is updated" notification because we were afraid it would flood the user with too many emails. However, we have started to receive complaints from users that they're not being updated often enough. Can anyone explain what consists of an "update" that would trigger this notification?
Workstation Scan Deletes Previous Workstation Scanned
I've just spent the last half-hour looking up workstations which for some reason weren't in my most recent scan (to see last user login, to flesh out another list). I'd go down the other list until I found a workstation where I didn't know who was using it, then cross-reference my asset list in SDP. Occasionally, the workstation wouldn't be in the SDP asset list either, so I'd do a Workstation scan (I could tell from the other list that the station was on). This would result in adding the workstation
Error when trying to save new role to an existing Technician
Hi, When I tried to add a new role to an existing Technician, I get the following error on my screen. Regards, LT
reporting on days open for requests
Is there anyway when I produce a report on requests that I can have it show the number of days the request is/was open for.. I.e open requests show number based on the date the report was done, closed tickets bases on the date the ticket was closed.
Email templates
Why do empty lines get removed from email templates after you save them.. I am trying to space out the line to improve the redability.. only after save, they all end up bunched together with no blank lines..
asset scanning
is there any way i can attach and connect a scanner to service desk so to each pc i have i can associate things like keyboard or mouse and i can have a an automatic in and out feature for all the assets i take in or out thank you
Problems with requests
When opening new requests or existing open requests it diverts to request number #17. We are currently around #50000. This issue has only started since we have upgraded from 7022 to 7500 and then to 7507. We use MS SQL 2005 for our database. It happens mainly in IE7, seems to work OK in Firefox. We have deleted all cookies and temporary internet files. It is happening on multiple workstations using Servicedesk. Anyone else experience this issue?
Cannot Delete Sites
After our conversion from our old help desk program to Service Desk, we now have duplicate sites in the system. I'v went through the Admin side and deleted everything out that I can find where we can choose a site. But when I try to delete the site I still get an error saying that the site is in use and cannot be deleted. Where else besides Admin can I look to see where I still have linked items Thanks
7507 - Request detail blank on Approval
Hello, We have an issue which happens sporadically. A user follows the link to the Approval Tab and sees no Request Detail. This occurs in IE6, 7, and 8. Difficult to reproduce, the user will see detail on one Approval and see no detail on the next.
Technician as Request
Sorry, found the problem - at the Self-Service Portal Settings, the corresponding settings was turned off. Fixed now. Thanks. << Original Question >> Is there a way to create new request with any registered Technician as the requester? i.e. can technician make a request using his name? When I try to make a request, I can't choose any technician as the requester. Is it normal? Thanks a lot. Regards, Stephen Au
Database structure query
Hi, We are trying to report directly against the Service Desk database (MSSQL) but we are having issues with the times fields i.e CREATEDTIME column in workorder table. We can't workout how to decipher the time from the integer in the field. Anyone know how its worked out? Cheers
Network scan fails
Folks, I am trying to run a network scan, and it selectively fails. My company uses 10.0.0.0/8 address space. All my systems are linux systems, no windows boxes, AD and other s(tuff)... The ServiceDesk Plus server is located on the subnet A (10.12.0.0), and has an IP address of 10.12.5.15. Scanning 10.12.0.0/16 works fine, and I could collect data for 10.12.10.0/24, 10.12.20.0/24, etc. But trying to scan subnet B 10.22.0.0/16 fails. I am getting the following error: /10.22.5.10 : No response received
Mail Fetching
Good Morning, We appear to be having a few issue with mail fetching - no emails are coming through. I've checked the mail settings and all are correct and the service says its running. However, any emails sent to our ServiceDesk email account are not being pulled in. We are having no issues sending emails. We are running SDP 7.5.0 Build 7507 Any help on this would be much appreciated. Kind Regards Sharlene
Expanded overdue requests report
Management wants to see a report (stacked bar graph actually which I can do outside SDP if I can get the data) with the X-axis showing number of days overdue (i.e. 10 bars showing 1,2,3,4,5,6,8,10,12,>=14 overdue) and Y-axis with number of requests. The stacks will be by priority. The MSSQL code with those three columns should be all I need to take care of the rest. Thanks in advance for your help.
In progress tickets no appearing in open tickets
We have a range of In progress status setting, most which stop the timer. However when looking at open tickets we find that only those with the actual status of open appear... This is misleading as the others are still open.. What can be done to correct this..
Multiple Customer Support
MY company supports the IT of several seperate customers. Can ServiceDesk Plus support such an environment?
Move FileAttachments folder
Is it possible to move FileAttachments folder to another disk without SD reinstallation?
Servicedesk stop working
Greetings, Servicedesk ver 7.5 Build 7506 Windows Server 2003 standard ed. Processor Core2Duo 2.66 GHz RAM 4 GB DDR2 Today we experienced a problem in the servicedesk when we try to access it through the web, the error is "Page cannot be displayed" I tried to execute the command "run.bat" and I got this message "Invalid License File error 353" Also in the bin directory it shows a lot of error logs like "hs_err_pidxxxx.log" Regards, Fahad
Request templates with tables load slow! in IE 6,7,8 but not Fire Fox 3
We have a few request templates that use nested tables and they take a very long time to load in IE 6, 7 and 8 but load quickly in Fire Fox 3. No http proxies involved. Has anyone else had this issue? Does anyone have a suggestion on where to start troubleshooting? As a work around, we've install FireFox on the workstations of those that rely heaviy on these particular request templates. Tnx, Dominic Bosco
need detailed system requirement
Hello, support team. I am currently concerning using SDP as our service support software. I found the min system requirement here http://www.manageengine.com/products/service-desk/system-requirement.html, but I think it is not quite useful in any way, please kindly give me a detailed system requirement list, so we can buy a server and put it in the production environment ASAP。 The SDP 7.0 Professional edition will be installed in Windows 2003 Server std. and we have 10 engineers that use
Subnet Mask or CIDR in Asset Network Scanning
I noticed in the "Asset Management - Network Scan", "Add Network", you have the option of adding an Entire network or a Range. If you select Entire network, there is no means to specify a CIDR designation or even a subnet mask. Without either of those, the application has absolutely no means of determining what network I'm wanting to add. If I type in the IP of... 10.20.30.0 Without a mask to denote any applicable subnet bits, you've no way of knowing if I want the 10.0.0.0/8 network, the 10.20.0.0/16,
Query Report Error - ( run smooth on mssql)
HI, After upgrade to new 7.5 some of Request has a blank department field so I am trying to build Query Report to get dept name from master department (departmentdefinition) but the query given below will not run. im using mssql SELECT dbo.WorkOrder.WORKORDERID, dbo.WorkOrder.REQUESTERID, dbo.WorkOrder.DEPTID, dbo.DepartmentDefinition.DEPTNAME AS Depratment, dbo.CategoryDefinition.CATEGORYNAME AS Category, dbo.SubCategoryDefinition.NAME AS SubCategory, dbo.ItemDefinition.NAME
Mail Format Almost Unreadable
Greetings, all - Hoping someone has had some experience with this and can assist in getting my settings correctly tweaked. Just started using the email aspect of ServiceDesk, mostly to send new help tickets to an outsourced technician. Our company uses outsourced POP/SMTP for email (Mailtrust through RackSpace). When I call up the newly-created ticket, and use \Reply\EMail the Technician, it constructs an email with: -Requester, Category & Subject -a couple lines with text like "false" and "X-NONE"
Database Query
Hi, I have another query with the database structure. We are trying to create our own reports directly from the database but are having trouble identifying the key that marks a record as deleted. We have lot's (000's) of tickets that have been deleted over time (mainly from bounces between SD and other systems) this is making the reports a long way out as we can't exclude them. Can you tell me what marks the record as deleted. Thanks
Query Report shows numbers in Date fields...
Hi there, I have attached some pictures in order to help you out on this. 1. Go to Reports ( as Admin) 2. Reports by Requests 3. Requests by technician 4. Press Edit to edit the request 5. Add "Completed Time" from the available columns to the Display Columns 6. Click "Run Report" 7. Click on Show query on the report 8. Click "open with query editor" 9. Click Run Report without making any changes. ( query.jpg) 10. On the Created Time and Completed Time field numbers are shown..... ( printscreen.jpg)
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