upgrade versio
whats wrong ... i would like to upgrade my version and i check this Your Version : 9.3 Build 9300 Latest Version : 9.3 Build 9314 [Details] then download this : ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm but when i run the upgade it say , its allready there the patch how can i be ? thanks \
passthrough auth fails
after upgrade to latest version of sdp passthrough authentication has failed below is exert from jesper.log 2017-07-01 02:00:55: NETLOGON: Bind successful 2017-07-01 02:00:55: NETLOGON: Session authenticated 2017-07-01 02:00:55: NETLOGON: Secure Channel encryption installed 2017-07-01 02:00:55: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2017-07-01 02:00:55: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2017-07-01 02:00:55: HttpSecurityService: Domain\username successfully
Thread to thank the devs and support people!
Just that! Very impressed by the level of and quality of support.
Cant connect to mail fetching error.
Hi. Seeking help to connect to mail fetching, its keeps saying error to mail. We have: exchange 2013 on a windows 2012 server the servicedesk is installed on a windows 2012 I am confused about whish account I should use to connect with. A domain account or that mail account? see picture.
Asset Management Policy\Program
Is anyone doing asset management "well" in service desk plus? would you be willing to share any written policy, work instructions or workflows associated to your process? Thanks!
ServieDesk Plus Upgrade
Hi Everyone I am doing ServiceDesk plus upgrade anyone who have all the steps containing screenshot please assist. 9.2 Build 9226 Latest Version : 9.3 Build 9314 Regards, Delisile Mzila
Upgrading from 9307 to 9314
Hello, Last night I tried upgrading our ServiceDesk software to the latest build. I performed a backup of the database and then when the Java UI came up to select the service pack file I downloaded from https://www.manageengine.com/products/service-desk/service-packs.html I get a message that says we are already on the most recent build. However in the about section of ServiceDesk it still says we are on build 9307. Any help is greatly appreciated! Thank you, Skylar
Do you know your incoming request velocity?
If there was an award for the most common help desk related questions asked, it would go to one of these- "Hey man, how many requests do we usually get on a daily basis?" "The helpdesk guys look very busy. Are we getting a lot of requests lately?" "There are so many unpicked requests in the queue. Do we need more people?" Ironically, this is the most probable answer you would get to all these questions - "Umm... I don't know.. I think so.. Let me find out" I can help you give a concrete answer using
Requester - Additional Field available to filter requests?``
We import requesters from Active Directory daily; however, for a couple of reasons we are not able to reply upon the information contained in the "Site" field in the Requester details. We have employees in roughly 20 buildings located on our campus, and in one building at a different location in the city. I have two people on the Desktop Support team at the off-campus location, and need a way for them to filter the request list for tickets from Requesters at that location. I know that's one thing
How to Add custom fields Based on service catalog on a current report.
I have build a report using Create Report Wizard. I have copied the Query suing Show Query button. I would like to add to the report Custom Field based on Service Catalog. I have already found the Request Template ID, ColumnAlias and Service Definintion Number. I just want to add three filtered field from service catalog template (data alreade filed in a form). Thank you for you collaboration and support.
Custom Trigger Bug
Dear All, I understand that this was a bug with reference to Id SD- 62613 .But when ever the custom script is run it brings the error below. I am currently using 9.2 Build 9239. Do you think upgrading to the latest version would solve things as the custom trigger is a major requirement for most of our automation. Kind regards, Seruken
javascript to sort item in a additional field
hello, I created an additional field (pick list ) where I added a lot of items and I want to sort customized base on my need ( currently it is by default sort by A-Z), if you could support me with a custom sort where I can arrange order or items base on my expected. ex: Exchange, Active Directory, LDAP my order: LDAP, Exchange, Active Directory thank you !
Resource fields readable usin Script
Dear Colleagues, I am currently working on a project and it would be nice if Additional fields under resources are made active to work with Python Scripting. Currently the additional fields are not readable with python scripting and using the other type of additional fields isn't so smart as it does not support check box buttons. Kind regards, Kenneth
Report Security
Is there a way that I can display/allow access to specific reports/report folders to technicians. I have tested and for some reason the reports module is not that security driven. For Example. A Finance Technician can run reports for Infrastructure, although the setting for the role applied is "All in group & Assigned to Technician [Requests and Changes only]"
mail format in SDP
Hello, When request is created from incoming users mail, in request view every line has additional break line. Eg. looks like:
the server is not running, please help me
I have a problem to start the application, uninstalled it by mistake, but when trying to reinstall it has been impossible, try many times but the problem persists, the server is not started correctly and could not view the application again, please help . I tried as I said in a forum to change the port but I still can not make the application work.
Notifications Based on Support Group
In the current configuration of SD+, the type of notification is sent regardless of the support group. If we have "Acknowledge requester by e-mail when a new request is received.", SD+ will send a notification for all requests regardless of support group. We would like the availability to be able to send different notifications based on the support group. For example, we have a Windows Support group that is used by some of our developers, and a general Support Group for all end user requests, such
Exporting data from ServiceDesk
Hi, Can you please let me know how to export data from tickets residing in our servicedesk system to .CSV files so they can be viewed in Excel. Thanks, Regards, Amar.
Send email notification with new ticket status
Dear All, I create new ticket status: In-progress. I want if technician change ticket status from open to in-progress, an alert email will be sent to requestor. So How can I do? Thanks
Changing default database name for SDP
Hi, Does anyone know if it's possible to change the default database name for use with MS SQL as we will be having two different instances of SDP running in our environment. Thank you
Change default database name for SDP install
Hi I'am in the process of running another instance of SDP but i would like to rename the default database name that is 'Servicedesk' as we already have a live database on MSSQL with this. How do i go about doing this? Many thanks
Query report all requests per technician.
Hi, I would like to generate the following report with all requests per technician. Almost same like query in topic* but then from all requests per technician in report. *) https://forums.manageengine.com/topic/query-report-i-need-monthly-report-request-status-per-technician Thank you very much for any reply on this topic. Best Regards, F. Jansen
Best practie for on site support
Dears Greetings, please i need your recommendation and support for best practices on site support
Report assistance
Good Afternoon. Could I kindly ask on of the PostGre SQL Gods to assist with theis report? I's just like to edit it to reflect 'Current Month' instead of having to specify each time it is run. I'd like to turn it into a widget but makes no sense to edit all the time. Thanks in advance. Report Data is below. Jason SELECT ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", count(wo.WORKORDERID) "Total Request", count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case
Viewing the requester self service portal as a technician
Is there any way to view the self service portal when you're logged in as a technician? So far all I can see is the screen for editing the portal, but to actually view the live portal I have to log out and log in again as a non-technician
How to Scan Esxi 6.5 or vSphere 6.5
I really don't want to scan the vm's that are associated with vsphere I just want to get the physical hardware information. I have tried this a few different ways and haven't had any luck. We have created a user in vSphere and gave it read-only permissions. We than added this user as a Vmware-Credential in the credential store. I have tried to use this user to scan the individual hosts as well as the vcenter server. I always get a "credential not configured" error. I really, really DO NOT want
Technician shift timing and to assign requests based on shift.
Hi ， Assign requests based on shift，How's it going?
Automatic notification for requests without update
I would like to be able to send an automatic notification if a request has no response for X hours (the hours must be configurable). Example 1: No end user update - Requester opens a request - Technician responds to request for more information - Requester does not respond - If the requester does not respond within 48 hours, a notification is sent to him: "Hello $Requester, We have not had a return on this request in the last 48 hours. We look forward to your return to proceed. " (notification template
service desk plus configuration on Android
Please advise on the below error message coming on all Android app, please advise if you want more details to provide. Error message "Could not connect to the server" Server: servicedesk.adports.ae Port: 443 Https enabled. API code generated. MSSQL 2014 on a separate server version: 9.3 Build 9311
Need Help to create resolved ticket per site
Dear Support I have to make a SLA Resolved every month report base on site for Exp: Site Qty of Ticket SLA Resolved Site A 10 100.00% Site B 16 100.00% Site C 13 99.00% I have to make a SLA Respond every month report base on site for Exp: Site Qty of Ticket SLA Respond Site A 10 97.00% Site B 16 99.00% Site C 13
Unable to edit assets in SDP
Dear Support, I am getting an error message "Loading Failed" whenever I try to assign an asset to any user or department. Is there any way to fix this? The DB is PGSQL and build is 9300. The log files are attached.
Backup Technician > Failed to save the values when trying to select Move requests to unassigned state
Post last Service Desk Plus update I am no longer able to setup my Scheduler for Backup Technician assignment rule for upcoming requests. When I select Move requests to unassigned state and select <Save> I am getting "Failed to save the values" message. Your Version : 9.3 Build 9308 Latest Version : 9.3 Build 9314 Therese Walsh
python scripts do not run
When we try to execute a python script from a custom trigger the message we get is “Return Message in Request Action Menu Invocation :: successfully executed”. However the script doesn’t work and from the logs we see these errors: 4:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|: java.lang.NullPointerException| [09:39:34:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|: at com.manageengine.servicedesk.actionplugin.workorder.WorkorderActionExecutor.handleReturnOperation(WorkorderActionExecutor.java:144)| [09:39:34:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|:
API - Requester info in WorkOrder
One of the common tasks we have is to submit an approval for someone's manager on a ticket. In some cases this might be preset on the template but in other cases its a manual send. When you click on the requester link on a ticket it pops up a dialogue box that shows their details but does not show their manager name. This forces staff do pull up the address book or another source so find the manager name. First, it would be nice if it had the manager name in this dialogue box. That would save some
Remote Control button for Terminal (RDP/Citrix/etc.) users in SDP
Hi, when SDP is used in cooperation with DesktopCentral you can Remote to users' machines directly from SDP: that works only for users with assigned assets such as laptops/desktops. What about terminal users? You still can login into DC and find a user by its username and then select it from a drop-down list and remote to that user's session. How about integrating that functionality to SDP as well? SDP can search through a list of pre-defined machines and once a particular user has been found you
Announcement for specific service
It would be great to be able to associate an announcement to a specific business service, asset, change control or project. This would allow us to associate announcements for downtime of a specific service and all associated services
Requestors EDIT_REQUEST
Hi all, Plaese help to understand the reason why requestor couldn't edit own request via REST API? http://xxx.xxx.xx.xx/sdpapi/request/137/?OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx&INPUT_DATA=<Operation><Details><parameter><name>subject</name><value>ТEST</value></parameter></Details></Operation> .. and the answer is <statuscode>3001</statuscode> <status>Unknown error.</status> <message>Failed to edit request 137</message> This request with engineers token works,
Is there a way to automatically close tasks when the request is closed?
I know this kind of defeats the purpose of tasks... but there are occasions when we need the tasks to close when the requested is closed without having to manually close/resolve each task associated with the request. Is this possible? Thx
Move Service Catalog Additional Fields to another another catagory
The option to be able to move a Service Catalog Additional Field to another Service Category would be really useful, i had created a large Pick List under a service category and to realize that i needed to use the same field in multiple categories. I had to recreate the field under the common fields category but would have been great if i could have just moved to a different category
Can you add mandatory fields onto problems?
Hi, I want to be able to add mandatory fields to the problem form - how can I do this? Thanks, Charlotte
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