Servicedesk plus 9.0 build 9021 update to service desk 9.0 built 9049
Servicedesk plus 9.0 build 9021 update to service desk 9.0 built 9049 Hi I have trying to upgrade servicedesk plus 9.0 build 9021 to 9.0 built 9049 but i keep getting the following error messages : Installing update_conf.xml 100% Completed [/] Error Occured... Failure , Please check the link http://www.manageengine.com/products/service-desk/upgradefailure.html I have attached the log file.kindly assist.
Powershell API with HTML table in description
I have trying to create a ticket using API where the description is populated by a variable with the convertto-html. I am pulling a list of accounts from AD and want to generate a ticket with this information. My code looks like this: $adaccounts = get-ADUser -* | Select displayname,manager | Convertto-html | Out-String # Set system parameters - change these details to suit your system environment $sdphost = "URL" $techkey = "Key" # Set API module URL, operation and input data $url = $sdphost + "sdpapi/request"
Can't find merge request after upgrade to 9320
I have noticed that since I upgraded to build 9320 from build 9309, I can no longer search for a merged request. The merged request simply disappear from the sytem. If you search for one of the child requests number, the system returns no result so that a request is lost. This used to work fine in 9309. Could you bring this feature back? ME has supplied me with a query that works but this is too complicated to use for the technicians, they would like it to work as before
ServiceDesk Plus 9321 Released
Dear Users, SDP 9321 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9321: SD-68246 : Request Filter : Unable to select Group filters, if the group name contains special characters. SD-68343, SD-68255 : Unable to close the request using close request link received from resolved notification mail. SD-66939, SD-67155 : Service Template fields cache is not created properly such that the additional fields
Rolling out ServiceDesk Plus externally?
We are currently using the ServiceDesk Plus on a Standard Plan internally with 10 technicians and 15 requesters and are looking to roll out to our clients. The interaction our clients will have with the system, will be different to internal requesters. Is it possible to restrict the visibility of templates, to specific users? i.e. Internal requesters will need a drop down menu on the template to select a client, whereas our clients will not want to see this so the template needs to be more specific
Multiple email from customers to multiple techs
Hi, I have a business rule set up that directs incoming email from specific senders to one tech. Are there any plans to allow us to direct emails to more than one tech in place? Scenario: Match Criteria Perform Action email1 email2 >>>>>>>>>> Tech (one or many) email3 This would be really useful for us. Thanks and regards
(URGENT) LDAP login for new users dont work after update build 9320!
HI Since the upgrade to 9320, we can't login with new users created in our AD, only the old ones works. The process performed is the same as always: It imports the user from our AD, is created as a requestor (automatic after ldap import), changes it to technician and configures the assignment groups, but then the user can not log on. For some strange reason all the new users can't login with the asigned password in LDAP. This issue is critical, we can't create new users!
Problem with translations and polls
Hello, The translation module is mostly broken and even if you click on restore translation one by one it doesn't get saved, and the number of translation under "my translations" is not reduced. Is there a way to restore the original translation for a language at once? On the other hand I have an issue with the poll system, I can't delete some elements, sites, groups, etc. because these are linked to a poll, and incredibly there is no option to delete a poll... Is there a way to delete a poll? Regards
Change completion Date
Is there anyway to enter a historical ticket with the correct start date AND completion date? I often keep a notepad of my issues that I worked on and then, at the end of the week, I enter all my tickets and close. I was hoping there is a way that I can select a completion date for a more accurate timeline.
Assign Site, Group and Category when tech creates a request
Just moved this from the wrong area I had published it :) Hi, Has anyone set this up? Basically I'd like to assign a techs site, group and category when they choose themselves in the form they open to create a new request. In the image below, you can see there is nothing to choose in the group and site fields. TIA
LDAP
So, has anyone else had a problem with LDAP in SDP since upgrading to 9.3 9320? My new user objects cannot authenticate. I have a "shadow" test server and deleted all users, and upon re-import, none of them can authenticate. Tried different LDAP sources as well, (two different AD domains) with same results. The only change on test and prod was going to SP 9.3 9320. Going to 9321 didn't fix it either...
Critical : Error while invoking backup
I got an error when trying to backup to network location (mapped drive). See if anyone can give me some hints. Thanks. Error below: Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com java.io.IOException: The system cannot find the path specified at java.io.WinNTFileSystem.createFileExclusively(Native
Deleting Sites
I'm trying to delete a Site in ServiceDesk Plus (site name = Bordeaux) When I go to delete this site, I am presented with the following box: I assumed this meant that it was going to update the Site field of all requesters with the Site of my choosing (in this example I'm going with 'France') However, when I look back at a ticket logged by a requester at this site, it has remained as Bordeaux If I raise a new ticket in the requesters name, it pulls through the new site details (however I had already
Requester search drop-down list not functioning correctly (SDP 9320)
Hello! There is a drop-down list of requesters in Assets module, it is possible to assign device for different users (requesters). Our requesters are imported from AD, they have Name and Surname, starting letter is upper case. When we try to search requester in the drop-down list by his surname, it fails, no matter search using uppercase or lowercase first character. But it search normally if we just EXCLUDE first character from search string. For example, requester name is Nancy Darwin Search
In SDPlus version 9.3 Build 9320, when you edit a laptop in assets, the model number is cleared back to the default "--Choose Model--" drop-down.
In SDPlus version 9.3 Build 9320, when you edit a laptop in assets, the model number is cleared back to the default "--Choose Model--" drop-down. This is very inconvenient as we manage assets all day and we have a huge list of models.
Feature request - option to renew a software license contract
Currently, in the 'Contrat' tab, we have an option to create new contracts and renew an existent contract (for IT assets). For the software license contract, we just have the option to create a new contract, we can't renew an existent contract. Will be easier and very helpful if we have the option to renew a software license contract.
REST API & NTLM pass through
Hello!I have a question similar to https://forums.manageengine.com/topic/using-rest-api-from-linux-when-using-ntlm-pass-through-requires-logon We have NTLM pass through too and python script (windows platform) for some requests operations. All around old engine "/sdpapi/" - is ok. (For example "/sdpapi/request/111?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=....... -is ok) But when we use "new" engine "/api/v3" the script is crushes with "auth needed" For example: http://localhost:8080/api/v3/attachment?TECHNICIAN_KEY=XXX-XXX-&INPUT_DATA={"attachment":{"request":{"id":93777}}}
Planning Stage in Change Management Template
I understand that it is possible to rename these fields using the Translations, but is it possible to: a) Add an item here, for example, "Communication Plan" or "Test Plan"? b) Make these required so that the person submitting the change MUST enter, for example, a Backout Plan, Downtime, etc?
Change request ID start number
Hi, Is it possible to change the start number for the request IDs? For example we would like the number to start at 500000. MS SQL, SDP 9321 Regards Alexander Nordin Region Halland
How to remove non-domain email requesters
Two questions, really, 1) I'd like to prevent non-domain users from creating tickets in SDP. I realize I can do this at the mailbox/exchange level, but can I control this at the SDP level? 2) I'd like to remove all email requesters who aren't part of my domain. Can I do a negative search in the requester filter (e.g., if *.mydomain.com showes me all the valid addresses, is there a way to get ^*.mydomain.com?) Being able to use regular expressions in the field would be great Thanks, Adam
Cilent Pc Scan issue(ae_scan.vbs)
Dear Sir, I have upgraded patch “9015 to 9020”on Friday then i observed when i run “ae_scan.vbs” file in client pc ,the file run scan successfully but when I check in helpdesk that pc not scaned. this happen all pc laptop. Please help.
Test Environment
Hi, We are about to perform a series of upgrades to our Service Desk Plus (service packs, etc) and I was just wondering if there are instructions on building a test environment? Also, is a license required for testing?
Technician as Requester
For some reason now any technician can't appear like requester, if one of they want to place a ticket is not in the list. Why happen this?.. Please I need info about this problem.
SQL help
Hi All, I am not very good with SQL, in fact i am hopeless with it, i have been using a tool called FlySpeed sql to help me build some queries and well, when you copy and paste that in to the query builder in SD+ it just errors out, I think our version is running Mysql, but not sure. Can anyone help me convert this to a usable query? we are running V 9317 of SD+ SELECT CI.CINAME, CI1.CINAME AS CINAME1, Requester.ATTRIBUTE_1202, Requester.ATTRIBUTE_2401, SystemInfo.SERVICETAG, Resources.SERIALNO,
Add Department Name in ServiceCatalog Page
Hi I would like to display Department name of Requester on service request page, Is there Any Solution? thanks
Update script
Hi, It would be useful to have an option to update scripts or rules copied to others templates, it should work like the copy option.
Default Incident template and Requester details
I'm trying to understand the layout of our Default incident template When I edit the template I can see the following fields above the Description box: However, if I log a ticket I see some additional fields that are not in this template (this is the section marked "Request Details") I assume this is because fields like "Department" depend on which Requester is selected when you log the ticket In any case, there is also a "Requester Details" section below this, which also contains Department. What
Search on Solutions does not work
Hi We are testing SDP 9317 and the search box in Solutions does not retrieve anything. It works fine on our live version 9202. Is this a kknown problem with this version or is there something I should switch on? Thanks for your help
Cannot receive Software License in PO
After updating from 9317 to 9320 we're experiencing problem with receiving software licenses in POs. I've tried it on http://itildemo.servicedeskplus.com (build 9319) too, with same result Scenario: Create PR, create PO from this PR with product type "Software", "Receive items", check items -> Error
Cannot assign tickets
Hi there, yesterday we upgraded to the latest version of SDP and everything was working fine, it was also working today fine but now we cannot assign tickets to anyone. We get the error Assiging group/Technician failed, any ideas. Just to add, we can assign tickets that were logged yesterday but the few that have came in today cannot be assigned to a technician. Everything was working this morning fine, seems to have happened after 11.30 today. We are on version 9320.
Allow Assigned Requesters Only
Is there a way to only allow assigned requesters to login to ServiceDesk plus and create requests? Thanks
block users to add new tickets
I have ServiceDesk 9.1 Build 9112 and my company wanna configure the system to block any user to add new tickets during some days. Is it possible? If yes, how can I do this? All pending tickets have to continue available and i need to be able to accept emails to tickets that are already into the system.
SDP can you increase the matching condition in a custom change trigger? How do you increase it?
SDP changes custom triggers without matching conditions I want. How do I add a condition to custom triggers? Jiqiu
Does ServiceDesk support SQL 2016?
Does ServiceDesk support SQL 2016? If yes, starting with which version or release of ServiceDesk? Thank you. (I couldn't find this information on the website.)
Business Rule not changing Status or request- Screen shot now attached
I have created a very basic Business Rule. My process entails selecting a Group in the Request, which notifies users in the Group via email of a request. The user will then reply with a trigger in the email body. In this case, "Client Contacted". The business rule is setup to search the request description, which is the area the email reply populates, and if the description contains "Client Contacted" it should change the status to "Client Replied" . This is not working. I am attaching a screen
Question/Suggestion for Translations feature
Is there any way to tell exactly WHERE a particular string of text is used? It would be beneficial to be able to tell exactly what screen, field, etc., the text appears on, just so I know where my change is going to appear. Is this a dumb question? 8) Does each entry in the Translations list only show up in one place?
Need script to add 0 time worklog
We currently require work-logs on all incidents and service requests before they can be closed, but a new request is likely to be denied or cancelled far more often, and requiring work-logs for them will confuse some technicians. My thought is to have a Business Rule with a custom script that will submit a 0 time work-log every time one of these requests is entered. I've made a few attempts but haven't gotten that to work yet. Can anyone assist with this?
Technician Auto Assign
We use round robin but we wan't to limit this to only one support group. We have a technician in two support group so he's enabled for round robin in both support groups. From what I see there's no way to add a support group exception in the settings page. It's either all or nothing? Please advice.
How to uninstall services desk plus build?
How to uninstall services desk plus build?
Scan problem ,it not list all workstation
hello i have ServiceDesk Plus and connect in to my active directory,i install agent ServiceDesk Plus in all computer. i have 100user and when i scan it it show me 60 user in workstation list and not exist other40 ones in workstation list ,i can scan 40other user one by one with ip address, it show me the computer detail but not list it on my workstation list?! how can i fix this problem that add remain user to my workstation list??
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