SLA Definition Report
I am looking to create a report where I can get all the Defined SLA's with their respective filters and actions in to a report for audit purposes. Any Ideas? We use MSSQL and are on Build 9308 Regards
Regions
Hello, We are looking into filtering the requests by region (Americas, APAC, EMEA and Global). Although it is possible to filter on the Region field, it is not available on any template canvas. I assume this is because we are not using sites in SDP. Does that mean we have to define a custom field instead? How would you handle this? Best regards, Demetrius
Would like to add different satisfaction levels for the different questions in User Survey
I would like to add different satisfaction levels for different questions in the User Survey. Just noted that currently any added questions takes the defined satisfaction levels defined, uniformly. Any insight will be appreciated. Check attached snapshots. Regards, Davis Onsakia
Workstation audit failed. Could not identify the cause
Dear sir, Yesterday I have upgraded 9.2(Build 9226) to 9.3(Build 9311) after that i am doing Manual pc scan some errors came.please check below. Error : Workstation audit failed. Could not identify the cause. please help. Thanks Viraj Potnis
Scheduled on hold via API Rest
Hi, is "scheduled on hold" function in API Rest possible, the same behaviour like web app. thanks
Site not pulling into new tickets automatically
Hello, We are on version 9308 and have had one instance of ServiceDesk for IT running for years. Recently, we added a second instance for our Payroll department with all new and separate data. I set up the new Payroll instance by mirroring what we had in the IT instance and went through all the sections in the Admin tab. I've noticed when new ticktets come into the system via email, that the Site field is populating much more, 90% of the time, in the new instance. The old IT instance does not
Setting a technician to see only their department requests
Hi Everyone, Is it possible to set a technician so they can only see their department's tickets within a support group? For example we have a general helpdesk support group, Could we make the manager of Department "X" be able to see only their departments requests within this support group if they are a technician, without having to see all other types of requests within this support group? I dont know how simple i made it but hopefully someone understands me :) Kind Regards, Luke
More options to ordenate the requests
Hello, Currently, when we choose a column to ordinate the requests, the previous order is lost. Will be very helpful if we can ordinate the request by more than 1 column. Eg.: order by 'status' and by 'creation date'. -- Tainã Rodrigues ACSoftware Brasil
Issue with Mail Fetching
Mail Fetching not working even all the server setting are correct.
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
Custom Views
I would like the option to hide/disable custom views in requests that is visible to all technicians. Then it would be nice to be able to create custom views and target them to a specific group of technicians. It would also be nice if the custom views that I create for just me, either where on top instead at the bottom in the list or had there own drop down list (setting in personalize). At least I tend to use my own custom views very much. Best regards Peter Samuelsson Sodra Skogsagarna
Can't print from IE11, Chrome works fine
In Internet Explorer only, when users or technicians are signed into Service Desk Plus, if they open a ticket, navigate to Actions > Print Preview then click Print, the following text is printed: ManageEngine ServiceDesk Plus Page 1 of 1 404 Unfortunately the page you requested does not exist. You made a mistake when typing the page address (URL). Clicked on a broken or incorrect link. The requested page has been deleted. Go back and try again Return to home page The URL down the very
Top Banner Icons not working, the menu buttons are missing.
Please see attached picture. We upgraded from 9213 to 9300 and then 9311. We started the service again and tested on Win 7 with Internet Explorer and Chrome. The top menu area with the buttons for the Dashboard, Requests, Solutions, etc are there, but the menu options are blank white. Tested on Win 8.1 with Internet Explorer, Chrome and Firefox and had the same issue. We tried IE with Compatibility Mode and no change. How do we get our menus back? AJ
Loading requester and technician list is slow
I noticed that loading the requester list or the technician list under Admin is slow. It takes 1-3minutes for it to come up. Is there anyway to speed that up? I am running SDP 9.2 build 9234 with an MSSQL database.
Technichin on mobile
On mobile my technichian can't see the option update status after reply same like on website, because almost our technichian use mobile, so when this feature is availible or any method to do that ? And on Custom Schedules i can see only repeate hour,day or month but i want it minute so how can i do it . Thanks A lot
Organization role shows duplicate entries
Hi, Greetings I see two entries of the Department Head in approvers List, Where as there is only one in the "Organization roles" section. Please advise on how to remove one that is not in the "Organizational roles" section. License Info License Type = Registered Product = Professional @Name = Muralee D.@ @Mobile Number = 050 6424099@ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9309@ @32 / 64 bit installation = 64@ @Logged in users = 2@ @Zone = Asia/Muscat@ Thanks & regards
Project Import Differnt Versions
Is there any way to import our projects from the version "9.3 Build 9302" to "9.3 Build 9311" Thanks,
SSO
Upgraded to the latest version of SDP now SSO does not work. How do I revert back to the older version of SDP or get SSO to work with the new version
KPI for group and technichian
Dear all, Can i cal separate KPI for the created ticket and the technichian In my case: We have the people who recieve the call and assign to the technichian,they also create PO, so can we set up to set KPI for they and the technichian in the same ticket ?
Operational hours
I know in this time we don't have any feature to split time,i mean we working from 9 AM to 6 AM and operational time should be 8 hour ( 1 hour for lunch time,12 AM to 1 PM),but if in the morning we set 9 AM to 12 AM,and when it 12 AM i'm update opertional hour from 1 PM to 6 PM, can i do that ? and if can,any query to do that,i mean i will make schedule for automatic. And 1 question about incident request and service catalog, any different feature between two request excep service request can create
Password Reset
Is it possible to allow a technician to reset the SD+ password (Local Authentication, not AD) for a Requester without giving them admin permissions? I know I can allow them to edit the Requester, but that doesn't seem to allow them to do a password reset.
VPN Software
I have a Tenda W308R Router. Can I load VPN Software on this router
Error Installing ManageEngine ServiceDesk Plus on Windows Server 2012 R2
I am trying to install ManageEngine ServiceDesk Plus (MESDP) on my MS Windows Server 2012 R2 Std and in the final steps of the installation never finish installing. It only shows an image of the module that starts the MESDP server processes. At the end it only displays the following text "Application Layer Started ........................................... ", without ever finishing the start operation of those processes. Check the Services module in the Control Panel (Administrative Tools) of my
modify attachments
Users would like a way to see a list of the attachments and modify the contents of an attachment in ServiceDesk. (similar to a folder).
Newly created OU is not reflected in SDP requester import window
Dear all, We've recently (last week) created an OU for a new team, however we are not able to find that OU in the import from active directory functionality. Any ideas why? Kind regards, JS
Create a Problem from an Incident and then Create a Change from a Problem
I need to be able to Create a Problem from an Incident and then Create a Change from a Problem. They would use the same information from the Request to fill in such as category, Priorities, etc... as the ticket is escalated through the process. Additional information is then manually filled in as needed for the Problem or Change. Then in reverse the tickets are closed with the request closed once the change or problem was accepted.
ServiceDesk Plus Performance
Hi, sometimes when I login or when I use ServiceDesk Plus the application freeze for 10-15 seconds, in general the application is faster. We are using the application only for 2-3 person for testing. The VM is 4CPU and 4Gb of Ram. What can it be? Regards.
Access to Projects as ReadOnly users
I woul like to define ReadOnly users to be able to access the projet area. Is it possible? how? Tks for your feedback
Remove Administrator from Technician
Is it possible to remove Administrator from Technician but leave it the Administration role? It's the unique local user of my ServiceDesk, the other users are synchronized by Active Directory.
all admin accounts losing privileges
Hi.. i was modify and organize the setting of ServiceDesk plus by delete and modify some sites and departments and users .... but after that we lose all admin users privileges , they can't access as SdAdmins or SiteAdmin just they can see only 3 taps as the normal requester !!!!!! the problem the local administrator also lose his admin privilege, he access like normal requester taps i try to restore the previews backup but unfortunately the modification happened before 2 week and oldest backup before
Notification Bell stop working after upgrade
The notification bell for technicians stop working after upgrade. The notification are enabled in database.
Cannot connect to Cisco IP Phone
Hei, I get a "Cannot connect to Cisco IP Phone" error message while scanning Windows servrer. Does someone know why?
Auto close in case of Mgr rejection.
Hi, Is there any way to configure particular service requests to change the request status automatically to be closed in case of approval request answer is "Denied"? Thanks, Amr
Record Immutable
When defining numerous networks, after the 6th network, I receive the error " FAILURE :Row is immutable. Cannot modify it's contents." This happens regardless if your database backend is MSSQL, PGSQL
Request Template - Update Description
Hi, We have successfully configured SD+ to pull emails from a mailbox. From here, we want to use templates to add to the description to steer our analysts into collecting the appropriate information. When we change the template we are given the message box : Do you want to overwrite the existing request field values with the template values? From here we select - yes for all field values. All the fields update as expected, but the description remains unchanged. Perfect world, I would like the
Request Creation through EMail not working.
Hello Team, We have problem with fetching emails. when we click on start fetch emails, showing fetching status as running for some time and suddenly got stopped. I tried sending test emails to the incoming mail id, but request is not getting created. Please advice us on this. Below are the mail server settings.
Error registering new license
Hi, We are using the forever free Standard Edition of Service Desk Plus and today are encountering the following issue when we try to access it: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86)
org.apache.jsp.calendar.Calendar_jsp._jspService(Calendar_jsp.java:604)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:178)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Double approval block
Hi everyone, I have a problem when I want to have a dual approval in the ticket until version 9305 worked, but now 9307 does not go anymore. Can you help me solve this problem? I've also updated to version 9311, but always the same. Thanks so much
Does a Project Admin have to be a Technician in SDP to login and view a project?
In project we have assinged project admins and members... Do we have to add them as a technician in Service Desk Pro in order to actually do work on a project?
Search Facility
Is anyone else having issues with the search facility, in previous versions, you could search easily on ID, name, key words etc, now it is very specific and searching is extremely difficult, to look for tickets as well as solutions. current build 9.3 Build 9311.
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