Help with MSSQL query report
I have been through the forums but could not find my specific issue dealt with. I need to create an MSSQL query which represents the following example: Staff Priority Total Overdue SLA% ------------------------------------------------ Joe High 45 4 91% Low 62 18 71% Total 107 22 79% For the period of "last month", for requests closed during that period. Cheers, K.
Add Department Description to "View Requester Details" window
In patch 7018 the site and region fields have been added to the "View Requester Details" window. This is great. It would be even better, if the Department Description could also be shown. We store the complete address and phone number in the department decription field. Thank you.
asset info upload asset management
Hi would like to know, whether we can upload asset info to asset management system using standard CSV/XL format ? regards, vijay
Custom Report needed
Is there any way to meet the criteria in report date of assign not created or responded (the date that request has been assigned to technician) and group by technician? BSRG Peter
adding extra data to alredy found assetts
hey there guys, I have a question.. i have used the network scan feature to find all PC's on the network. I also have an excel file from a previous manager listing other details for that asset like purchase date, user, site, etc etc.. What is the best way to get that data into SD? Can i import the file, and match it against the existing asset and update its details? After i do the import, i still want SD to scan these assets going forward to update all the other information that SD collects. Look
attachment info not disply while replying
Hi, applied latest hotfix 7018 and came across below issue. when we choose to reply, we attach some file. After the attachment is successful, it won't disply any info of attachment on screen but, the requester will receive the attachment. Again, this is an issue bcoz, we do not know whether the attached file is the correct or not. There was no such issue with build 7000 appreciate any advice. regards, vijay
Summary report by Technician of Time Taken
As a new custom report I created a report for a period that shows the Closure statistics by technician. It has the count, average, minimum and max time taken to close requests in the period. The issue I have is that it also has all the detail for each technician on the report as well, so I get all teh requests they have closed before I get the stats at the end. What part of the report wizard do I need to use to tell it not to give me the details, just the summary bits. The report itself when shown
"Approval required for a Request" with out logon
Hi , I'm user helpdesk 7018 , but i have problem with function Approval , if someone have link approval , they can't reject or ok with out logon , it's not nice link like servicesdesk:8080/approval/Approve.jsp?ITEMID=3&MODULE=Request&KEY=11218096360249 Please fix it , thanks
Asset relationships - Connected To type
I am trying to use the new relationships in V7 as a CMDB. However, the "Connected To" relationship does not define the type of connection which is very limiting. Here is an example of what I am trying to achieve: I run servicedesk on Server-A and it uses a SQL server database on Server-B. In servicedesk I setup Server-A and the sericedesk asset to be connected. I also setup Server-B to be connected to servicedesk. I want to be able to determine what the impact of a broken asset is. Just say, my SQL
Custom Report needed
Is there any way to meet the criteria in report date of assign not created or responded (the date that request has been assigned to technician) and group by technician? BSRG Peter
Content of Title bar
Hi Pls advice, how to customize content on the Title bar of the browser.
Microsoft SQL Server 2005 Express instead of MySql
Hi, would like to know, whether we can use SQL Server 2005 Management Studio Express instead of MySql if so, what are the steps and issues involved. regards, vijay
Asset Expiry Date not showing in asset listing
Does anyone know how to show the Expiry Date for an asset when viewing assets in the table/grid format. The customize view only gives the ability to show Lease Expiry, but Lease Expiry is not a field I can populate when editing an asset. I have expiration dates on security devices and want to be able to see the dates from the grid view.
Calculations in custom report
I need to create a SLA report that will calculate how long it took to close the request, and by how much time over or under the SLA was the request closed. The maximum time spent by a technician, the minimum time spent, and the average time spent by technician. So say if the SLA is 24 hours and the ticket was closed in 20 hours then the technician was under the SLA by -4 hours. Need the fields Request ID, Subject, Technician, Priority, created time, completed time, time spent, Does anyone know how
Solution Attachment Edit
Any way to edit the attachment and save directly back to the solution? At present, the only method I see is to save to a temporary location then delete and re-attach - seems cumbersome. Thanks
Software Licensing
Can anyone give me tips on how best to use the software licensing feature? I have 350 applications, many of which are used by many hundreds of computers. If I create a license for each of these, I would have thousands of individual licenses. Is this normal? I would prefer to have a single license that can be allocated to a number of machines, but I don't see this as an option. I would appreciate everyone's feedback!
setting up new asset management
What we are trying to setup, would be to have the assets assigned by room/cube. So we can go in add a room, then inside that room, put what computer they have, phone, printer, etc.. So when we have to change something in that room all we have to do is change one thing instead of re-entering all the information. We would also like to know if we would have the ability to run a summary report that would print out what each cube has in it for our records.
Close Change via custom status
Hello, As far as I can see right now a change cannot be closed until the status has been set to "completed". Is it possible to close the RFC using a custom status? I would like an RFC to close when the custom status of "failed" as been selected. I've tried setting the status to "failed" and then closing the change under the task menu, but the status reverts to completed. Thanks Rosa
Can't Restore Database (MS SQL 2005/SD+ 7012)
Hi, In order to attempt, once again, to upgrade from 7012 to 7018 (many attempts later...), we built a fresh virtual Windows 2003 Server. Then installed SD+7012 with the MS SQL option. Started SD+ 7012 and it went fine. Tried to restore my lasted backup from my production SD+ and it produce the following error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ========QUERY = INSERT INTO assetnotification (ASSETNOTIFICATIONID,ASSETNOTIFICA
Joining server to new domain
Our organization is switching domain names. SD+ has already been configured to scan the new domain. However when I joined the server to the new domain and restarted SD+ failed to start. The event viewer app log reports, "There may be a configuration problem: please check the logs." The system log reports, "The ManageEngine ServiceDesk Plus service terminated unexpectedly. It has done this X time(s)." [ServiceDesk\server\default\log\serverout0.txt] [10:17:23:606]|[08-07-2008]|[SYSOUT]|[INFO]|[26]|:
Customized Request Templates do not show proper values
Have created several request template through admin->request template with some values set for each fields. Each template has its own field values. However, when we add a request by selecting a particular template name, these fields are set to blank or some values defined by "Request Defalt Values". Am using SD Plus Version 6, and would like to set request templates' values based on types of request. Ex. a request for "Supply" would have its own template with values set according to supply request;
Release 7.5
Hi, when will version 7.5 be released??? i saw june and now july, but is already august. Or did i miss something??? Do we have to wait for this release like the release of version 7 Regards, Jeroen
Change a request into a Change
Hi guys, is there anyway that i can change a request into a change? By default all my users (300+) are llisted as requestors. When the submit a request, some of these fall into Change management. How can i move a problem from a request into a change as i want to track their original request input. How do other people handle this situation? I do not want to setup all users as technicians just so they can enter a change? Thanks Scotty
Asset created from PO
Hi, I would like to know the following info and device license count. Here is my normal workflow with SDP+ 1/ I will create a PO to purchase a new set of computer (1 PC and 1 LCD monitor) 2/ After received both items, the SDP+ will generate 2 assets for me (1 PC and 1 LCD monitor) (It will under the "ASSETS" list) 3/ I will install this new PC in the network and assign the IP for this PC. 4/ I've scheduled scan of my network in weekly base. 5/ After scan the network, the SDP+ will add as a new device.
Request Open via Email
Dear Support Team, Can I open a request via email with specific category, group, technician and other details. there is any possibility for this.
Removing Time Spent field from custom report gives error.
Hi, I'm trying to customise reports and am wondering why I can't take the Time Spent field out without getting the following error message: FAILURE :Unable to execute report : Report design not valid : 1. Field not found : Time Spent 2. Field not found : Time Spent 3. Field not found : Time Spent 4. Field not found : Time Spent All I want to see is the calls by category, on this report I don't want to see the time spent on a particular call. Is there any way to get around this? Also, I noticed that
Import of information to ServiceDesk+ from "Track-It&qu
Does an import script or executable exist that will extract information from Track-It into Servicedesk+? I am specifically interested in importing assets and associated purchase order information. Failing the existence of such, would it be possible to import such data into ServiceDesk+ from a structured CSV file, and if so, what is the format i.e. field name references, sequence etc?
Site PowerUser acess to Portal
I'm looking for a feature in the user portal of Standard edition that may or may not exist and was wondering if it exists. (Note: I haven't even installed the software yet, just want to know if the feature exists) Can I grant a user at a client site an access level like a poweruser, or a primary site contact such that via the portal this user can review all jobs that have been logged for their site/company by all users of their site/company. If it does exist is it available in Standard edition? Thanks,
Service Desk 7.5 Release Date??
Are we any closer to knowing when version 7.5 will be released?
IM client (xmpp)
An Instant Messanger client integrated to the GUI. Zimbra has this in beta and they use XMPP as protocol and I guess they support external XMPP/Jabber servers. This way, I could use my actual XMPP server, make a helpdesk group and show it to my clients, who could then chat with the technicians online with it's web xmpp client.
Announcements without logging in
Is there a away for users to view announcements without logging in? I know you can do this with the solutions. It would be great if we could get the announcments on the login page.
Failed migration to MS SQL Server
We have ServiceDesk Plus installed using the distributed MySQL server on build 7018. I have the valid back up from this server. I have tested restoring with a new installation from MySQL to SQL Server with no issues, but when trying to restore with the live backup data I get the following error at around 80-85% complete Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) =============================================QUERY = INSERT INTO task_input
Customized startpage?
When i log in as Admin i have such a GREAT startpage with requests this week, asset info, software etc etc, when i log in as technician i have not. Can I customize my own start page? Can I customize everybodys start page?
SDP 7.0.0 build 7018: SLA's effect on time spent
The field TIMESPENTONREQ in the table WorkOrders appears to be adjusted for business hours as defined in the admin section of the application. However, it does not seem to adjust for an SLA priority-level that does not respect business hours. For example, if I have a priority called Emergency which should be resolved regardless of business hours, I would expect the TIMESPENTONREQ to calculate as the difference of CREATEDTIME and COMPLETEDTIME regardless of business hours or holidays. SDP support,
After install HotFix 7017 Released don't work bussines rules
I can't select condition. I see blank list
New Vendor
Is it not possible for someone who has full rights for contracts to be able to add a new vendor? It seems that is only possible if you're i the SDAdmin role but should it not be possible for people who are assigned full rights to look after contracts to add new vendors? Just if you are going to look after contracts its quite hard if you can't add new vendors. David
subject with multiple ticket no.
Recently we upgrade to SD 7 and have below issue. when we reply to user communication, the subject line will have ticket no. for more than once. eg : Ticket ##14172## - Re:Ticket ##14172## - KRPUS PSP s014 Commission COC-Out amount not capture earlier we did not have any such issues. Also, one more problem is, the communication is truncated to some extent when the content is too long. Need to copy from the source and paste it in the Reply screen. Pls advice.
Asset list with assets additional fields
Hi, I have been using SD+ 1-2 years. In the old version, there is a report group call "Inventory". Those report will list out all the assets details with additional fields. But in the current version, build 7018. There is no more this report group. A group looked similar is "Resources", but still don't have the "Asset additional field" Question: 1/ Is there a way to produce a asset list with additional field? 2/ Will it be consider to put back the "Inventory" report group? Thanks and regards, Carmel
Report for incidents about to go out of SLA
Does anyone have a MSSQL report that will show tickets that will go out of SLA within XX hours?
SDP wont start
Hi, we have a issue with the SDP, I have tried to start "run.bat" through CMD, I get the following message: ______________________________________________________ Could Not Find C:\AdventNet\ME\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to Doorway AS Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details C:\AdventNet\ME\ServiceDesk\bin> ______________________________________________________ Can anybody
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