Login issues after upgrade to 9.3 build 9320
After upgrading to 9.3 build 9320 the login page redirects from http://servername:8080 to http://servername:8080/ntlmv2%null and users are presented with a Windows Security IE login window to login to the server directly. Clicking cancel on this window will open the normal service desk login window. Also the option to remember the credentials is no longer on the service desk login page. What can I do to get back to the login procedure.?
SDP agent not work after Update Service Patch v9317 to v9320
We update Service Desk Plus version 9317 to 9320 at 25 August 2017 but SDP agent not work
Clean folders. Patch, Backup and Bin folders
Hi All Please assist. What can we delete from the above mentioned folders under servicedesk plus (ManageEngine\ServiceDesk\Patch) path that wont impact the tool? Kind Regards, Delisile Mzila
Tickets were technicians have unassigned themselves
Is it possible to produce a report to show where tickets that are assigned have been "unassigned" and put back into the queue for someone else to pickup? For example, in a ticket history, it may say something similar to this: Request Updated by John Smith Technician changed from John Smith to None I need to report on all such tickets. Thanks.
Automatically change ticket status to 'In Progress' upon requestor reply
Hi Team - I have a very urgent request as my firm is requiring this ASAP. Currently, our SDP application has various custom Request Statuses. Regardless of such, I want to create a process that sets the status to "In Progress" when a requester replies, regardless of what it was set to before. Can this be achieved?
Possible for the service desk to e-mail itself from itself?
Basically I want the service desk to create a ticket with a agreement expiry notification that is sent out from it. Right now, the notifications gets to the mailbox when it is sent out but when service desk fetches it, it realizes that the notification was sent out by itself and it drops the e-mail. There is no notification message that is shown in the system log viewer. But if I look in the serverout0.txt I have this error: 13:09:48:864]|[08-21-2017]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[INFO]|[143]|:
Chat Feature Request
The chat feature is a great addition but what would really be helpful is if it were integrated into the Incident/Service requests so technicians could reply via chat from an existing ticket (and also initiate the chat, rather than having just the requester being the one who has to initiate it). It would help improve response times compared to the reply feature that is currently built in to the Incident/Service requests.
Fix the community "Announcements" folder, PLEASE
Hi, Since the move to the new community platform, anyone trying to post to the root "ServiceDesk Plus" forum is actually posting to the "Announcements" sub-forum. This appears to be a bug in the forum software. I have traditionally "Followed" the Announcements sub-forum to stay up-to-date on new releases and other Announcements, however my inbox is now groaning under the weight of notification, after notification, after notification from people posting problems and requests in there. I've had to
Close Request Link is broken (SDP 9320)
Hi! In SDP 9320 Close Request Link for requesters is not functioning. Link throws window "The request cannot be viewed. " All links has KEY=123456789, don't think it is how supposed to be For example, http://servername/workorder/CloseWorkOrder.jsp?woID=61371&KEY=123456789 Is there a workaround to fix it?
Incident template custom rule doesn't work
Hello again, When I create rule with condition: "Site" "is" third field isn't suggested (must manually write site name) and the action doesn't work. Please see attached screenshot
Notify requester on what has been updated on the request
Hi there, Is it possible to send a notification to requester when their request has been updated ... and list the updated contents? At the moment when we add notes etc to the request, the requester was sent a notification with the subject as [##id_number## raised by you was updated] but no further details on what kind of updates (added/edited/deleted items etc). This might creates a confusion since they only see the title and their original description, which not changed. Thank you for your advice.
SSO authentication
Hi, it seems that SSO authentication is not working when using Internet Explorer. But when using google. chrome, it works fine -> SSO is working. We link from a sharepoint site (intranet), and wen using IE it asks or credentialsl. In Servicedesk Plus we have enabled the following: Enable Active Directory Authentication Enable "Pass-through" Authentication Any idea how come the difference between the two browsers? Maybe it is a IE setting that needs to be set? The version
ManageEngine Pitstop is transitioning to a new platform.
Hi folks! ManageEngine Community is on the brink of transitioning to a new platform and we wanted to share the exciting news with you! Why the change? To be honest, the platform we were on all these years was eol-ed a few years back. Besides, we thought it's time for a makeover. The new platform. Powered by Zoho Desk, the refreshed Community, the new platform comes with some perks like improved GUI, and is fully gamified. What this transition means to our members. 1. We've migrated the
Survey Reporting
We are running into issues that we have found with surveys and survey results. We have a field in the SurveyQuestions Table called "ISMANDATORY" with each questions having a value of True, but does not make the questions actually mandatory. We have had many instances where surveys are submitted without all questions answered. This does not accurately report the results of the survey when we pull the results for our own reporting purposes. I have been working on a query to filter out surveys that
Adding an Incident - Additional Field to an archived report
Hello - I am wondering if anyone has ever had to add an additional field to their archived reports? I have a fields I need added from 'Incident - Additional Fields' to my archived reports so I can pull that particular data. Thank in advance
Updating Task Description via API (powershell) not rendering correctly
I've written (in powershell) a script to update child tasks based on parent request fields. The problem I've come across that I can't seem to work around is that the task description, once re-written/updated, doesn't preserve line breaks. An example task description (before update) is: This is a test description to test what happens when we replace it. Created by: --CreatedBy-- https://rand Requester: --requester-- When I get done updating through api, the description becomes: This is a test description
Rich text formatting issues with reply templates
So whenever I get asked to create a reply template, I usually received them through either a request or an personal email. I then copy the text into the reply template editor. The text is never formatted the same as the original once it's copied and pasted. Is their a solution to this? This takes up a considerable amount of my time which could be spent elsewhere. SDP 9.3 Build 9320 MSSQL database Thanks
Field Refering to a CI
Hi, we're designing a form and rather than a manually added list is there any way to link this to a CI ? Department for example ? A
Filter and show service catalog by user group
Hi, I used SDP 9319. I have problem with show a service catalog to specific user group. I created a user group as "test_group" that include all requester that name is "guest". When I configure a service catalog for just "test_group" from "selected user group" list and save it, it doesn't work and hide it from all requester. but if doesn't limited to specific group, it work and show to all users. I tested this scenario with fresh installation of SDP on other server, Surprisingly it work and doesn't
Configuração de regras
Bom dia, Gostaria de fazer uma regra para abertura de chamados: Quando um usuario abrir um chamado que necessita de aprovação de um lider de processo, que seja enviada uma notificação para aprovação, e após a sua aprovação, este chamado entre na nossa fila de atendimento de helpdesk. Como posso fazer isso?
Possibility to sort posts within a request / split single posts to a different request and sort them chronologically correct
Good day, we are using the feature of the automatic pickup of mails which then will be added to a request once a request number is in the subject. It happens quite often that we have to add the request number manually which leads to the situation that posts can be added to a request in a wrong order. Furthermore it can happen that posts were added to the wrong ticket. For this you can split it up to a new request which then can be merged into the correct one. Here you have the same problem when you
How can I include the requester on and email communication sent from Outlook?
Now, when a technician replies to a request via Outlook, it appends in the ticket but the requester does not get notified. How can I make it so that when a tech replies via outlook, the person in need of help gets this as well?
Can't exclude a device
Setup, Probes, Settings, Excluded devices. Enter an IP address (in the range of the scan), and error message appears on save - Entered IP Address is invalid. How can I exclude a device from the scan?
Forgot password function
Dear All, How to enable forgot password functions on ManageEngine ServiceDesk Plus? Regards.
"Not Auth" in request list
Many of our SDP "requesters" simply see "Not Auth" for certain list fields including "Technician" or "Status". These are fields we don't permit requesters to set when they submit a request or incident ticket, but they should obviously be able to see. How do I configure these fields to be visible in the request list for requesters?
Missing Category
Hi, When I create a template for incidents I have a category called 'Service Category' and I have the option to add this into new templates. This option is not available in Service Request templates (see attached). If this Service Field exists for incidents, how do I import it in to use it with Service Requests also?
Help with Report on History Tab of ticket
I am using ManageEngine ServiceDesk Plus 9.1 Build 9118. Does anyone know if you can create a report based on the fields in the History tab of a ticket. I'm specifically looking for the created time and the updated by who. See attachment
survey link
hi, i add survey link but it doesnt work. please help me
How to SMS notify to technician by custom SMS provider
Hi, I want to send SMS notification when my request priority was Major. I configured a business rule for this with SMS notification. I attached screenshot from this configuration. In other hand, I don't want to use built-in sms provider like bulkSMS, clickatall, site24x7 and I want to use our SMS provider. 1- Is there a way to add custom SMS provider to SDP ? 2- I can write trigger and script on the MS SQL database that when sms notification created, I read it and send it. Now I can know which table
Export list of workstations that failed to scan
How do I export the current list of workstations that failed to scan?
ServiceDesk Plus 9320 Released
Dear Users, SDP 9320 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9320: SD-68034 : Request Listview : Request column spacing is getting increased intermittently. SD-68227 : Request Listview : Unable to resize "Linked Requests" column. SD-68235 : In addition to the default module delimiter for request, emails with subject having the base delimiter is also considered to identify the parent request id.
Purchase - Adding New Field Requirements
I do not know about other organizations, but for our organization, I continuously provide data calls, reporting on purchase orders categorized by fiscal year (2017, 2018, etc.) and purchase type (hardware, software, services or supplies, etc.). Our FY runs October-September, so I cannot go by calendar year (CY). Right now, I have TEXT user defined fields (both as pick list). It would be greatly beneficial for me (and maybe others) to have these two fields embedded in Purchase Orders with the capability
9320 - Error
Hi, we have upgraded the SD to 9320. When we have filtered the columns in the REQUESTS to display only the tickets for a specific category, we are still seeing tickets from other categories. See screenshot attached. This was not the case before we upgraded. Can you please hep us getting this fixed?
Build 9320 - Query
Hi, we have upgraded the SD to 9320. When we have filtered the columns in the REQUESTS to display only the tickets for a specific category, we are still seeing tickets from other categories. See screenshot attached. This was not the case before we upgraded. Can you please hep us getting this fixed?
Move from one SQL server to another SQL server
Please follow the below steps to move from one SQL server to another SQL server Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data and configuration under MSSQL database. From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk. This backup will be stored under the Backup folder
System Log Error MAIL_FETCHING module
Hello, I am getting an error every minute in the system log. Module: MAIL_FETCHING System Log Message: Exception while connecting to store. Probable Cause: Logon failure: unknown user name or bad password. It is processing email at this time so I'm not sure where to look to fix and stop this repeating system log error. Should I submit a request or can it be quickly solved here? Build 9317
Not Able to create record into Manage Engine using XML- PHP (Rest Api)
Hi All, I am trying to create the record into manage engine using php curl request , as well as I am generating the xml file , but when I am running my script . I am getting the xml response like this:- <operation name="ADD_REQUEST"> <result> <status> Failed </status> <message> No input data for creating request </message> </result> </operation> Given below is my code, which I am executing:- <?php $url ='http://localhost:8080/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=3AAE6F06-08BA-495F-9402-6ADF0F00B0C6';
Technician Login count exceeds the license - in Professional Edition
Hi I'm using the Professional Edition 9 (Build 9241). We logged in with two users on ServiceDesk Plus. These users are technician1 and technician2. Our license is for 2 technicians: image.jpg image2.jpg Today, when trying to log in with the user technical1, the system did not allow us to access the ServiceDesk Plus. We have logged in as administrator and clicked on Admin -> Users -> Technicians, and the user technical1 had disappeared from the list. None of us has erased it. We have tried again to
Survey Settings on Servicedesk manager Plus
Hi there i am using version 9.3 Build 9309 of Service desk plus I am trying to set up a survey to be sent to users when a request is closed however as shown below the URL is coming back with a 404 error Is there anything i need to do to resolve this? Where is URL for the survey? I have also tried $SurveyLink in the URL but this takes me to the home page. Please help.
Default Request Search
After the most recent update, the search fields have combined in to one. The search bar is now Reqeust ID Search rather than a regular search (referred to as Default Search ). Any way this default can be changed so that we don't have to switch to Default Search every time we search? It appears as though the preferred search mode must be set each time. If this could be either a per-technician preference or a system-wide preference that would help. It would also help if your selection would remain
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