Restore MySQL Data 9.3 [9335] to PGSQL 9.4 don't work
Restore MySQL Data 9.3 9335 to PGSQL 9.4 dont work Hello install SDP 9.4 on new server BackUp/Restore Connect to: [ http://localhost:8082 ] ^CSystem going to Shutdown --- received process interrupt Shutting down the JVM now! Stopping Services SLAAuditService [ STOPPED ] ..................................................................................................... root1@SDP:/opt/ManageEngine/ServiceDesk/bin$ sudo sh restoreData.sh -c /home/root1/backup_mysql_9335_fullbackup_02_14_2018_20_22_part_2.data
Translations
How do we add translations for the new Additional Fields that we create?
Cannot upgrade from build 9335 to 9401
I cannot upgrade from build 9335 to build 9401. I'm trying to install "ManageEngine_ServiceDesk_Plus_9_4_0_SP-0_1_0.ppm" but Update Manager give me the error "Patch can be applied only over 9400 build. Incompatible Service Pack". There are no other Service Pack available for download between 9335 and 9401. Could you help me with that?
Adding pre filled fields to forms
I am new to this. I would like to add to my request templates and forms requester fields. Department, Phone Number etc that are from AD. Is there an easy way to accomplish this?
How to add automatic timestamping to entries on an incident?
I am trying to improve auditing ability and streamline entries. I need for every time someone makes an edit or update to an incident request, a timestamp automatically appears along with the user's initials or ID.
Some Incident SLAs not triggering
Currently testing 2 different SLA, one for 1 hour and another for 2. Set both SLAs criteria to check Category and if needed be, Subcategory fields. Created 3 Categories (A, B and C) and 2 Subcategories (B and C). So in reality the levels look like: A B -> B C -> C Following are the results: Test Category A - `1hr` - Failed, No Due Date Test Category B - `1hr`- Failed, No Due Date Test Subcategory B - `2hr' - Passed, SLA 2hrs Test Category C - `2hr` - Passed, SLA 2hrs Test Subcategory C - `1hr` -
Excluding IP ranges
I am trying to exclude an IP range from asset scans: 10.10.10.220-10.10.10.226 but keep getting the error: "Entered IP Address Range is not valid" I've also tried a single IP and get the error: "Entered IP Address is not valid" Yet I can perform a whole scan on the 10.10.10.0 range, so it doesn't seem to be an issue using that IP range. I have tried to exclude the IP addresses in the Network Address scan area, as well as Settings > Exclude Devices It's really annoying as our printers use that range,
What API should i use
Hi I'm building a program to post new SD requests to Microsoft Teams, but trying to read documentation and other peoples work I'm getting so confused. The URL for my API is /sdpapi/ - in other topics on this forum i see people using /sdpapi2/ and /sdpapi3/ URL's. The documentation I'm currently using is instructing me to use /sdpapi/ - but in the same document there is information about migrating from API v2 to API v3 (but nothing about migrating from V1?) Can somebody help me clarify on the state
Tasks not shown to technicians
Hi i have an incident request assigned to a technician from a local group created by us which called "Help Desk" and this ticket needs some tasks from a technicians from another group called "systems" but when we add the tasks to the technicians in "Systems" group the ticket does not appear in there accounts(systems group) at all and no notification was sent to them indicating that there is tasks related to them in a cretin ticket and needs to be followed
Form and Field Rules - Check Boxes
Just wondering if you can trigger a rule using a check box? I have tested and even though I can select the field and the check box record the rule doesn't run. Thanks, Tim
PostGresSql to retrieve number of opened and closed tickets last month
Hello! I need a report to show the following : row : Number of requests opened row : Number of requests closed Column : Group by week : week 1, week 2 ...etc The report should be ran for the data from previous month. w1 w2 w2 w4 Number of opened request Number of closed request I have found similar queries but unfortunately are not for PostGres and my conversions aren't working!! Servicedesk plus 9.4 Database : PostGreSQL
Tickets Aging Analysis
Hi guys, I am currently looking to run an analysis the tickets aging against its status. Like the ticket's status "in progress" for how many days, or the ticket's status "pending user action" for how many days? Is there a way to do that? Thank you.
Hiding Specific Category in Manage Engine Tool
Hi There, I am trying to hide specific categories (Not all) from the requester (Default template - Incidents). My purpose is to replace the some out of the existing list of Categories and subsequent subcategories and items with a new set of data (CTI). I guess ,the easiest way is to hide the existing category list from the requester and import new categories to replace them. If I try to create rules and forms then It would take a long time to hide relevant subcategories from the each categories.
Do you know what's your response-to-resolution time?
As a help desk manager, you already know first hand that request resolution times are just as (or even more) important that first response times. Because even though requesters may appreciate receiving a prompt response from your technician after raising a request, unless it is followed by timely resolution of the request, it can lead to customer dissatisfaction. Which is why it is important for a help desk manager to closely monitor the time difference or the time lapse between first response and
Awful product
You should check and test the update before releasing. you made me waste 6 hours today
Automated response when requester replies to old email notification of a closed request
We have a situation where people are using old request notifications to either request something new or re-log the same closed issue weeks or months later. I'm not sure why they find this the easiest way to contact us, but despite attempts at education, it still occurs. We have SDP configured so that closed requests can not re-opened, so the technnician who closed it has to keep an eye out for notifications, assuming they're still around or at work at the time. What would be good is if we could configure
Requesters being created through Incidents
If I enter "Godzilla" as a requester, I get a pop up saying Requester Name does not exist. Do you wish to add new requester as part of submitting a new request? If you hit, "yes", a new requester is created with no details or stats but shows that ticket. So that user will probably never see that ticket again. I have dynamic user creation set to NO. How can I stop this? I don't even want that option, just the error that says "invalid user" and a non-submission of the ticket. Is this a Bug? using version
Unable to start although DB connection is configured properly
I am using CentOS 7 64bit server and DB connection to PostgreSQL is configured properly, but when I try to start it's appear below. Starting Server from location: /root/ManageEngine/ServiceDesk Free edition... Unable to start Postgres server on port 5432, since another instance of postgres is running in this port. System halted Problem while Starting Server Please help me about this problem.
crm advice
Hello , Is there any advice to SDP integrated CRM app ? Two way sync is preferred. Regards,
Technicians to view requester form of template
We have a problem in that our technicians also create tickets but if the ticket they need to create is assigned to a support group that he is not a member of he cannot access that template. I have tried putting technicians in user groups but that does not seem to work at all. Ideally I would like to allow all technicians access to requester versions of the tickets for which they are not in the support group for. Any help would be much appreciated Thanks Chris Cann
Request creating Technician
Dear Manageengine team, I was just wondering what is wrong with the attached script. Could anyone advise please. regards Murali
Release 9400: Some Service Categories fail
This is entirely new in 9400. We upgraded over the weekend and everything "appeared" to go fine. We even tested, but apparently not enough. We have 11 Service Catalog Categories. Two of them are not used, containing templates we have turned off. Nine are in use. Seven of those nine are just fine, all templates work just fine. For the remaining two - the last two on the list for what that's worth - NO TEMPLATES WORK. They all fail to create tickets, and the only thing you get is a red "X" with
Approval Workflow in SR
I have a service request form for travel which involves two approval. Approval should be in sequence, which works fine. However, I am stuck with below flow. When a service request is rejected, by second stage approver, the first line manager and a few groups like HR should be notified. When service request is approved(Final Approval), I need to inform certain groups like HR, Facility Please note that all the workflow should be completely automatic. Any interesting solution? RKR
Customizable audit report
Hi, i need to create a Customizable audit report like Audit history by Changes, but only for workstation and software changes... Can you help?? Regards..
Order of Execution - Business Rule, Custom Trigger and Custom Schedule
What's the order of execution if I have all 3 active? - Business Rule - Custom Trigger - Custom Schedule
Tickets Aging Report Per Status
Hello i would like a report to show the tickets on the same status for more than one week. Anyone could help me with the query please? Thank you.
Unable to manually remove requests from the Trash
Hi There, After upgrading to v.9400 I cannot manually delete requests from the trash. I can restore from the trash ok. Have tried with 3 different browsers (IE, C and FF) but no dice. Is there a db query I can use to empty the trash? I'm importing tickets and stuffed the initial import... Regards
Notify All in Group when Request is Reopened?
Is there any way that we can have a email notification made when a request is reopened? I know there is a way to notify technician when a request they were assigned to is reopened which we already have configured, but in the case that they are out of office, the rest of the technicians won't notice that it has reopened. Example: Ticket is sent in to "Database Admins" Group Ticket is worked on and closed The Tech closed the ticket and left for vacation the next day Ticket is reopened by the requester,
Sometimes the service desk mail delivery stops
Hi, Sometimes the service desk mail delivery stops. The mail delivery stops, the ticket is not registered with the service desk, I do not notice the request. The mail delivery stops, the service desk will also stop working, restart the server and recover. Why does mail delivery stop automatically? Could you give me some advice. I'm sorry for my poor English. Best regards,
Control Access to Dash Boards
My manager would like to remove the Dashboard for technicians. Doesn't want other members seeing who is closing more tickets than other staff etc.
List of SDP core tables and description
Do you have a documentation regarding SDP core tables? SDP has 1,500+ tables and it's difficult for us to create the right queries in our reports when we don't have any idea of what the table is for. A simple list like this Service Now document would be helpful. https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/reference-pages/reference/r_TablesAndClasses.html A user interface for table administration would be better as well. https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/table-administration/concept/c_TableAdministration.html
Convert service request to another service request
Hi, How to convert service request to another service request when requester has been filled mistake request template. Thanks
9400 application folder structure
Because the ServiceDesk application folder structure has changed following the migration to SDP 9.4, we do not longer find the log files, the extracted folder etc in their usual location. Is there a comprehensive overview of the file/folder changes from 9.3 to 9.4?
ServiceDesk Plus 9401 Released
Dear Users, SDP 9401 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9401: SD-70135 : Unable to create service requests, merge requests, or convert incident requests to service requests if the default additional fields are deleted in the earlier versions of the product. SD-70066 : Change module goes blank if the change type in a change has more than 22 characters. The issue occurs if the change type
Identifying email address used when emailing Service Desk
Hi all I already use the following report, which returns all tickets that were emailed to a particular address, within a certain time frame: select wo.workorderid "RequestID", wor.to_cc_bcc "Parent Request", cr.TO_CC_BCC " In conversations", wo.TITLE "Subject", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, nr.TO_CC_BCC "Sent mails" from workorder wo left join conversation c on wo.workorderid=c.workorderid left join conversationrecipients cr on c.conversationid=cr.conversationid left join notify_workorder
Report for requesters allowed to view department requests
Hi, I need a report that lists all the requesters that are allowed to view department requests. Thank you, Alexander Nordin Region Halland
Script Master 14: How to email pending requests list to each technician periodically
Hey Guys, Here I come with another useful script that helps to email pending requests to each technician in a periodic interval. Thank you @Albe Louw for posting us this requirement. Use Case : Say if we have 300 technicians and each one of them should be notified of their pending requests on a day-to-day basis. In ServiceDesk Plus, we may have to schedule 300 reports to send it to each one them. This script simplifies it and emails the report to every technician without having to create separate
ManageEngine ServiceDesk Plus service (Windows service) starts and stops immediately, after upgrade to 9.4 Build 9400
After upgrading Service Desk Plus to 9.4 Build 9400 (self-hosted on Windows Server 2008 R2), I cannot access Help Desk. When I go into Services and start the ManageEngine ServiceDesk Plus service; it starts and then stops within one or two seconds. I read the following post [https://pitstop.manageengine.com/portal/community/topic/unavailability-of-the-sdp-server-after-upgrade-to-version-9-4-9400-the-server-does-not-listen-on-port-80-8080-8-2-2018], and decided to try it. After following steps, the
How to add a field which can list requester ?
Hello, I need to add a field where i can select any requester. The purpose of this is : if a team lead call for let's say a service call. the requester would be the team lead but the "impacted user" is someone else. i though i could use the E-mail Id(s) To Notify field, but it does have a usage when the manager of the team lead need to be inform also. Any idea anyone ? Regards, Martin
Send notification to owner when task is overdue
I have requirement of when task is overdue, it should send notification to the owner. This functionality is available OOTB. But even though I enabled it, it didn't send any notification to Task owner. Any suggestions here?
Next Page