Site Issue
Hi, Our system was setup with a Default Site and a Location site. We only operate in a single site, so would like to remove our Location one and revert to just Default. My idea is to check all our config that has any site specific items and make sure this is correctly represented into Default, and then delete our Location site. Can this be done, and is there any risk of breaking anything ? Any ideas or info would be appreciated. A
Backuping and installing
1. When you install ServiceDesk, the ServiceDesk Server is often not started for unknown reasons. But if you reinstall the servicedesk a couple of times, it can happen. With what it can be connected? 2. The backup is not restored or partially restored. I restore through restoreData.bat in what there can be a problem? System: Windows 10 x64
Unable to import CI 's from Csv file in order to update CMDB
Hi Team , My company recently brought Opmanager and Service desk plus and am responsible to update Ci's in CMDB in my team . I have gone all the articles of opmanager and tried to update CMDB from importing CSV file but getting following error . This is sample case on a test server , please help on this ? 1) [SDOrganization] Batch entry 0 INSERT INTO SDOrganization (ORG_ID,NAME,CREATEDTIME,DESCRIPTION) VALUES ('4','NA','1500557843586','Site created from CSV file import.') was aborted. Call getNextException
Software asset not available in CMDB
I have added a new software under Assets using the New Software tab. However I am not able to see that software in CMDB. Thhank you.
NIO Port has been changed from 8081 to 8082 since the default port is occupied
whats means this on my Servicedesk console "NIO Port has been changed from 8081 to 8082 since the default port is occupied"
lost impact option - ver 9317
Hello, after last update ServiceDesk Plus to version 9317 i've lost impact option. Is this the intended action? or it's a bug?
Migrate from MYSQL to PGSQL
I am am in the middle of migrating from MYSQL to PGSQL, however I am having to migrate onto a new server and get one updated and then take over from the original. I was trying to perform this in a single maintenance window, however the restoredata.bat process cumulatively took something like 80 hours - I am unable to sustain this length of down time for a fundamental tool. My pre-production server has completed the restoredata.bat and is now 2 weeks behind the production server. If I was to stop
Update or Patch for service desk Plus
Hi, I would like to ask where to download update or patch for service desk Plus. Thank you
Restore Servicedesk data from bare metal backup files and folders
Hi, we have lost our main server which ran Servicedesk. We are struggling to restore the full server from the backup but we can get to the files and folders within the backup. Is there any way I can get the data off this Windows backup and somehow import it into a fresh installation of Servicedesk on a newly built server? Thanks Adam
Fetching Emails from gmail account
Hi. Can anyone help me with this issue. I have configured a gmail account in the ServiceDesk mail settings option to fetch emails but when I try to save the settings there's an error which states "authentication failed'. What should I do to enable the mail fetching into ServiceDesk from my gmail account......?
Require all Tasks 100% completed in order to close Incident ticket
Unless this setting already exists, there should be an option to require that all Tasks within an Incident ticket be 100% complete in order to close the Incident ticket. I can't find this setting in the ticket closure settings.
Hotfix ppm file
Hi David/Demetrius Please send the ppm file link, the one I have is uninstalling instead of installing. Please refer to the attached.
Issues with SDP Chat
Just did the upgrade to the current version, 9316 from 9302 in our test environment and have a few issues with some of the features that were recently added. Chat: Issue 1: Requester occasionally receives "Mandatory fields not found [message, type]". (See SDP_1 attachment) When this does occur it causes the requester's chat box to disappear as well. I can't consistently recreate the issue. Through testing this sometimes happen almost immediately and other times it will be well into the conversation.
ServiceDesk Plus 9315 Released
Dear Users, We are glad to announce the release of latest servicepack 9315 for ServiceDesk Plus. This servicepack includes 11 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Implications Of Changing Mail fetching from IMAPS to POPS
What is the implications of switching to POPS for a day then switching back to IMAPS? Since POP stores the emails locally does it delete the emails from the mailbox after the email is stored locally or is there two copies? and once we switch to IMAPS will it create duplicate emails? Also where does it store the emails locally in Service Desk?
unable to access Request since upgrading to 9317
Please help - since upgrading to 9314 to 9317 I am now unable to access the home page, requests, I can see the admin, solutions and asset tabs, but not the requests so I cant action any calls.
Creating ticket xls
Hi Is there anyway to do a bulk import from xls to create tickets?
What settings need to be made to ensure, any email updates are added as conversation to the ticket instead of letting it create a new ticket
What settings need to be made to ensure, any email updates are added as conversation to the ticket instead of letting it create a new ticket
email alert issue
we have installed ServiceDesk Plus version 8.2.0 build number 8201. but having issue in generating email alerts. email configuration screenshots are attached kindly provide solution ASAP. regards, Muqadas.
Request Reply -- Ability to Use Technicians Email Address
Good day, We're working on rolling out SDP and are trying to see if there is an integrated way to have replies from inside of SDP to use the logged in technicians email and attach to the request? We presently have 5 different technicians and the configured outgoing email address is our helpdesk email, which our technicians do not monitor. Thanks
My Application reverted to fresh installation after starting
Hello Everyone, I have set up my Servicedesk plus application nearly finish, I tried to stop/start on purpose but after restarting, all the configuration and changes were gone. It looks like a fresh installation. Could you please assist this Regards, Eric
[Python] How to check if a requester is also a technician?
A lot of our technicians will forward tickets or create tickets via email rather than actually creating incidents within the application. This results in a lot of requests from technicians that are actually just to keep track of work orders. I am trying to use a python script or otherwise to automatically assign requests that are submitted by technicians via email to themselves. Thanks
workorder.do error while merge
Hello After upgrade to 9309 we can get very often browser error Could be error related to Chrome but most of our users use Chrome Result URL: https://workorder.do/?woMode=viewWO&woID=170531 Error: This site can't be reached workorder.do's server DNS address could not be found DNS_PROBE_FINISHED_NXDOMAIN Dmitry
Change Technician Login Name?
Hi. We have a tech who recently had a name change. I can change the name and email but don't see a way to change the login name. Any help? Thanks
Change "FROM" email address on "ServiceDesk Plus"
My problem is that I was using the system with the email "suporte@consultcorp.com.br" and the email from this company has changed to another domain "suporte@securegate.com.br". We have already made the changes for authentication for receiving and sending email. (POPS and SMTPS settings) RECEIVED OK! SEND OK! All Work Fine... However, this address (suporte@securegate.com.br) is not displayed in the "From" field. Response Ticket email has send for "securegate.com.br" mail server (Over SMTPS), but "FROM"
Chat Settings
Can techs start chats? Does locked out accounts still able to chat if they are already connected? Is there going to be an api or plugin for sharepoint? "Slack integration would be a godsend but i know thats asking to much unless 3rd party does it." Does the "Exclude chat for group(s)" remove them from the user pull down or from chat all together? Does this chat feature integrate with Desktop Central at all?
Known Issues List - Enhancements to make this a fantastic tool
Having a Known Issues list should be applauded as it is the type of transparancy and accountability that all customers should hope for and expect from software Developers. So, first, Bravo! I have two enhancement suggestions that really follow the spirit of continual improvement (ITIL practices) that would make this Known Issues list effective: List the earliest known build where the issue was detected - this is very important as it helps us narrow down whether it may be the issue we are suffering
Set Requester based on Subject
Hi, We would like to integrate this with Site24*7 which I understand is possible at the moment - in that it will sent alerts/notifications to ServiceDesk Plus automatically. The problem is that all alerts will come from one email address (by default noreply@site247.com) Is it possible to have the 'requester' be set based on a subject line perhaps? Although we would somehow need to keep the ability for people to email in their requests and the tickets being assigned to the correct account based on
Mail Fetching problem
Hi. Can Anyone help me. I have configured a gmail account into ServiceDesk mail settings to fetch emails but I'm getting an authentication failed error. How can I resolve it...? Thanks.
Known Issues Lists - To make them really effective...
I have posted in the Forum for the ManageEngine software we use (ServiceDesk Plus) but I believe that this is an enhancement that could serve the entire community by at least, freeing-up some ManageEngine support time... First, having a Known Issues list should be applauded as it is the type of transparancy and accountability that all customers should hope for and expect from software Developers. So, Bravo! Two enhancement suggestions: List the earliest known build where the issue was detected
Is it possible to set Mode = Telephone but have it overwrite if to Email/Web Form if submitted through Email/Web Form
Our technicians user the same Self Service Templates that our Requesters do but we still need to track how many tickets are being logged through incoming calls as opposed to the Self Service Portal. I understand that I can have a Mode field on the form and ask the technician to change it but it would be much better if it was able to be handled as a background process. Is it possible to have the following: If submitted through Email Mode = Email If submitted through Self Service by requester Mode
Active Directory Pass - through Authentication
SSO trouble: "Can't renew SSO info. For more information use journal. http://joxi.ru/p27ZX9yH0K6YOm you can help me?
Allow import of unavailability of technicians from an external system
We use an external time management system. It would be nice to allow a scheduled nightly import of the leave requests for technicians into ServiceDesk. This way, they would not have to enter their leave requests in twice.
Mac Address Search
Hello, I am trying to find a pc by Mac Address. I do a search in ServiceDesk and it won't search by Mac Address. Is there a report or a way within ServiceDesk to search by Mac Address?
SSO stopped working
Hi, Im having a problem with SSO. This was working perfectly fine then one day it just stopped working. I have tried all sorts to get this working. Ive tried creating a new account or resetting the password on the other account, when i try creating a new computer account it says: FAILURE :Unable to access the Active Directory with the credentials specified for the domain. Please check if administrator user name and password is configured for this domain from domain details page. I have gone to the
ServiceDesk Plus 9316 Released
Dear Users, SDP 9316 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9316 : SD-67740: Request list view page is blank for some technicians after migrating to 9315.The scenario is as follows, Some technicians sets the 'Refresh frequency' to some value, say 3 or 5 After some time, he sets it back to 'Never' The server is now upgraded to 9315. Please refer to the below link for the steps to install the
Delete Unused Support Groups
I'm currently on 9302 on our production environment and noticed we have a ton of unused support groups. When I click the Support Group CI in 9302 I am unable to select the other sites that are associated with these group. We currently use "Default Settings" for each sites Support Groups. In our development environment (9316) it looks like the feature to specify the site associated with the Support Group which made it very easy to delete the unused and unwanted Support Groups. My question is, how
separate ticket ID's for different Departments
Hi can you please guide how to make separate ticket ID's for different Departments i.e for Engineering Department ticket ID's start from 1 and goes so on. for finance Department ticket ID's start from 1 and goes so on. but both Departments not allowed to view etch-other tickets. Regards, Asif
Error Free license renewal for more than 100 technicians
I actually received the license, But when I go apply emits the following error Apply an appropriate license file. The version that we have installed is: Help!
Upgrade to 9315 takes a long time
We added a process to delete the duplicate CI entries from the CMDB module during the 9315 migration. This takes a lot of time in few customer environments. We will remove this process and handle it in a different way in later builds. Please do not kill the upgrade process when it waits at 98% ManageEngine ServiceDesk|AssetExplorer Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
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