version 9.3 Build 9309
Hi, I did the update to version 9.3 Build 9309 and when a technician Close the request have error : Sorry an error has Occurred ( Unknown error occurred while processing your request). I apply the solution below but not work : Hi Edson, Could you please login to the application server, perform the following procedures and update me the status, 1. stop the application service. 2. go to the location viz. C:\ManageEngine\ServiceDesk\applications. Rename the folder "extracted" as "extracted_old"
How can a technicien view his own requests easily?
Is there a view that can allow technicians to view the requests that they are the requester? I know this is doable with a custom view or an advanced search but is there a way for a technician to quickly view his requests just like a requester can? If not, is it possible to request this feature?
Add multiple email addresses for requestors
Is there a script that someone has already created for adding additional email addresses for requesters? The email syntax in our AD environment is different from the email address that our users actually send from, so there's no way for SD to associate a request coming via email with the correct active directory account. The result is that if a user sends and email to open a ticket, they don't have access to view their own ticket in the portal because SD thinks it's two separate requestors. Basically
Project task and milestone dependencies
within PROJECTS exclusively. I've noticed that I can set task dependencies for tasks (within a milestone) is there any other way? also is there a way to make a milestone dependent of another milestone?
How to Auto insert Technican as requester in field Name
Dear Sir/Madam, Our customer want the technician create ticket for customer. Therefore they want field Name in request form will auto assign information of technician such as Name or Username. They don't want search and manual input again information of them to field Name. Please help. Thanks Henry
migrate from spiceworks
hello, did anyone manage to migrate to SDP from spiceworks, while maintaining all ticket history attached to a user ? my goal is for users to login to their SDP profile and find all their related ticket history there from spiceworks. any other recomendations for this migration are welcomed. thanks.
Active Directory Authentication
Hi, I can't get the Active Directory authentication to work on fresh installation of SDP 8.1.0. The Requester import goes through OK and I can enable the Active Directory Authentication feature. But when I try to login, I just get an error "Username or Password is incorrect". The password is OK. I have NOT enabled the "Pass-Through Authentication" What could be the problem?? I would need to get this working ASAP. Help appreciated! SDP: 8.1.0 build 8126 32-bit. Server: Windows Server 2008 R2
FCR UNMARKED
Hello All, Can you please let me know what does the below operation mean? Operation: FCR UNMARKED, Performed by the System I see this event in the "history" tab of any given ticket but I am unsure of what is this action and why the system does it on marking a ticket as resolved. Thanks and Regards, Kishore Kallavi
Can the ServiceDesk Plus App be used by the end user?
I have installed the ServiceDesk Plus app on my mobile (Android) and was able to log in after generating an API key and will allow me to use as a Technician, however if I log out, and log back in as my test account (a standard user) I get the message regarding an API key has not been generated, but the user has no way of generating a key as they are not a Tech. Anyone know if this is possible?
Notify technician of change assigned to him
How do I set up email notification to a technician when a change is assigned to him? I don't see this option under the change notification rules. Thanks!
Error file attachement
I'm using Manageengine Service 9.3 version 9312. Currently I have problem as bellow: - When a ticket has been created via email, on the ManageEngine got it but not show file attachement. Please help me how to fix it. Regards, NAM.
Moving users from different sites to just one site (or no site at all)
Dear All, In our production environment, an initial configuration of SDP was made to consider regular rooms as entire sites, which is not fit for purpose. Before considering implementing sites in a beneficial way, I would like to have all the requesters into one single site (or no site at all). Currently, the site field is named as Roomnumber (which needs to be changed to site) and is receiving data from the AD based on the room where the requester is located. So, in a nutshell, how can we remove
Slack Intergrations
Hi all, We have started rolling out slack to our business and have a channel where users tend to open service desk issues. At the moment if something need to be logged (isn't a quick fix) either a technician or the user will need to log it separately either via email or the SD console. Ideally we would like to have the ability to send a comment from slack to service desk, we do already have the ability to send information from SD to Slack but want to go the other direction - is this something which
Copy Report
Is there a way to copy a report? We have a report that we run for tickets for a certain technician during a certain time frame. I cannot find a way to copy that report so that I can create one for each Technician rather that creating a new one.
SLA's broken. Again.
This is getting silly now. I've set up a business rule that sets the priority for incoming email to 20 minutes response and 21 minutes resolve time. It was working but now I am getting this?????????????? We are trialing this for an important business function but I am rapidly losing any faith in this application to do anything in a remotely consistent way. The idea of paying for support sounds good but if there are going to be this many issues I wonder if I would be better off looking else where.
Need to add additional field in the Requester Information
Hi, I want to add additional field in the requester information like staff no. and it need to be populated from Active Directory Like it pulls the data for First Name,last name,department,email address etc. Regards Binu Gopalan Kutty +968 92801309
Project don't display in gantt view
Hi as you can see in the screenshot projects don't display in my user Projects>Gantt View properly. Projects display properly in local administrator user. my user role is project admin and my servicedesk plus version is 9.3 Build 9313 Thanks
Account - Additional Fields
Hi, We have made use of the account addition filed and will need to report for it. (Using SQL) Can you please let me know which table stores this field? Thanks.
Error
Hola Tengo este error como lo puedo solucionar ERROR:Configuración de correo electrónico se guardaron correctamente. Pero se produjo un error al intentar comprobar la conexión con el servidor de correo electrónico - No se puede abrir el buzón de correo en el modo LECTURA/ESCRITURA. Saludos!
Error al conectar con correo
Hola tengo este error, como puedo solucionarlo? ERROR:Configuración de correo electrónico se guardaron correctamente. Pero se produjo un error al intentar comprobar la conexión con el servidor de correo electrónico - No se puede abrir el buzón de correo en el modo LECTURA/ESCRITURA. Gracias Saludos!
Remove Request Tab from Self-Service Portal
First of all, sorry if this ends up being a duplicate post. I thought I posted this issue earlier but I can't find it. I would like to be able to remove the "Requests" tab from the Self-Service Portal in Service Desk Plus. I don't want requesters to see any history relating to submitted requests. Is there a configuration option I can change to remove the "Requests" tab? If not, is there some form of work around I could implement to get me by until a future release when this feature might be implemented?
Interesting Report Creation Question (or at least its interesting to me)
I'm trying to figure out how to create the following report: Show all changes submitted or approved that take place on OR during a specific date (or date range) For example: There are a total of 10 PCCs in the entire system. The PCCs are scheduled for various start and stop dates/times. PCC Start End PCC 1 : Jan 1 Jan 7 PCC 2 : Jan 9 Jan 17 PCC 3 : Jan 1 Jan 23 PCC 4 : Jan 6 Jan 6 PCC 5 : Jan 12 Feb 02 PCC 6 : Jan 6 Jan 23 PCC 7 :
Can I scan for new assets (workstations)?
I want to scan my network for newly added assets, sort of like a discovery. We do not have SNMP setup. I do not want to do a rediscovery, nor do I want to replace my inventory with a new scan. How do I do this?
reference url in notifications does not show server's fully qualified domain name
Hello, Please assist how can i make the email notification's parameter ($RequestLink) show the server fqdn? Our SDP is installed in centos machine (joined to domain with DNS records) and i have changed host name to server's fqdn (helpdesk.domain.local) But when we receive any notification the click for details info only shows: "Click for details: https://heldpesk:443xxxxx" Thank you assistance, Vanessa
Support >> Community Tab
Hello Team, I have been requested to provide the support file from Support >> Community tab. Where can I find this file in the GUI? Thanks and Regards, Kishore Kallavi
Scan Now is not removing software from computer that has been uninstalled.
Software is still not removing from list for computers, when it has been uninstalled from computers. Even when we re-run the scan on the computer, the software stays there. We have to manually go in and remove the software from the list for the computer, in ServiceDesk. Then re-run the scan.
Query Report - Time from creation of ticket, to change of category
I'm trying to run a report that looks at the time it takes for us to 'pick up' an email request. When a new email comes in to our service desk, a ticket is automatically generated. The ticket is considered 'picked up' when our first line team amends it and adds the Category / SubCat / Item fields In the History of the ticket you can see the initial time it was created, and the time (and analyst) that applied them. Would it be possible to write a query report that shows: Created Date / Time Date
Change priority from request list view
Group and Assigned To are adjustable per ticket right from the request list view, but Priority, Impact, Urgency, and a host of other fields are not. Making these fields adjustable from the request list (rather than forcing techs to open every single request individually) would make things far less cumbersome and frustrating. Please consider adding this functionality.
Prevent to uncheck tasks when creating a request from a Request Catalog
Hi, How to Prevent to uncheck tasks when creating a request from a Request Catalog. It should be mandatory.
Collecting reports (Archived and non-archived)
Hi there! I am currently trying to see if I can collect reports of both Archived and Non-Archived tickets into one xls / csv file. At the moment I have one xls of all archived tickets for a specific date and then I have one xls for all non-archived tickets. I'm also terrible at Powershell. So it's been really hard trying to find a good enough script that's easy to learn for merging xls / csv together. Is there a way to lop both Archived and Non-Archived tickets all into one csv using the reports
'Selective' notification on tasks possible?
I have a New Hire Onboarding request template that has several (13) tasks: one of the tasks goes to our User Provisioning team, the others all go to the Desktop Support team. The Desktop Support tasks are hopefully taking the place of a checklist that has to be updated and stored somewhere. What I would LIKE to do is automatically notify the User Provisioning team that they have a task, and at the same time send the Desktop Support team ONE notification instead of thirteen. I've tried various combinations
Assigning of tickets after Business rules are run
All, We've setup some business rules to route tickets to our various site queues. This works great until you have some techs that don't check their queues for a week. Is there any way to auto-assign the tickets once they are in these site queues? If possible, using level of effort as the main load balancing medium. Thank you, Tom
Failed to start the server
[10:47:21:150]|[07-11-2017]|[org.apache.catalina.core.StandardContext]|[SEVERE]|[30]|: Error starting static Resources|java.lang.IllegalArgumentException: Document base /SD/ManageEngine/Servi ceDesk/server/default/webapps does not exist or is not a readable directory at org.apache.naming.resources.FileDirContext.setDocBase(FileDirContext.java:140) at org.apache.catalina.core.StandardContext.resourcesStart(StandardContext.java:4894) at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:5074)
Can you add an attachment to an incident template?
Hi, I am setting up a new incident template but want to add a form for the users to complete - I cannot see anywhere we can do this, am I missing something or can it not be done? Thanks, Charlotte
Patch 9312 can no longer login with passthrough on any browser
Trying to keep on top of the IE11 issues, thought I'd patch to 9312. Can now not use passthrough to log in with any browser (IE11, Chrome, Firefox). Receiving the message "NTLM Failed Redirecting To Login Page." Having to restore back prior to patch.
Report on or Filter Ticket List by Template Name?
Hello, Is it possible to run a report or filter a list based on the Template Name? I can add the Template Name column to my list view, but it is not available to filter, nor can I sort the list by that column. I'd like to be able (down the road) to determine how frequently, if at all, Request Catalog or Incident Templates are getting used. Thanks, I didn't find the right solution from the internet. References: http://www.axiossystems.com/event/service-desk-forum-1021 Web Hosting Video Example
Bug in Google Chrome 57.0.2987.133
Currently when on Google Chrome Version 57.0.2987.133, when clicking on the Reply button in a request and starting to type - after a few seconds you can no longer type unless you hit Return a few times or re-click back into the field you were typing. We have tested this on multiple computers on this chrome version and all of them have the same problem. Could this problem be looked into or confirmed? We are on Build 9224 in case this was something that was fixed between then and 9306.
Bulk update requesters via API?
I'm looking at automating as many things as possible in SDP. I've been tasked with adding a 2nd email address for every one of our requesters. Is this possible with API? If so, can I get some pointers?
ServiceDesk Plus 9314 Released
Dear Users, SDP 9314 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9314: SDF-41121: Option to login to the mobile application using LDAP Authentication. If both LDAP and Local Authentication is enabled in your application, then entering either one of the passwords will allow you to successfully login to the application. Issues Fixed in 9314: SD-67037: If we click on the resolution text box of a default
File location of MS SQL connection string
Hi Can anyone tell me file location where the MSSQL connection string is 'held'? Presumably in some sort of config file? Not trying to short-circuit anything, just keen to see the format of the string. Thanks Ian
Next Page