Setting up SDP Failover 'java' is not recognized as an internal or external command
I am running the invoke command to mirror installation and I am getting the error 'java' is not recognized as an internal or external command
CAB members cannot view changes
We have some requestors as part of our CAB. When they get a notification to recommend a change, they cannot view the change because they are not a Technician that has permission to view changes. They get the "You are not authorized to view change module and details" message What do I need to configure so a normal Requestor who is part of a CAB can look at the changes they are listed on? Here is the email template that we use. You will notice we do have the $approvalLink The following change request
Include attachments in replies from Service Desk
Our Users would like to have the attachments included into replies that they receive from ServiceDesk for requests that they have opened.
Duplicate Email Tickets Solution?
We're extraordinarily interested in this product. I've seen a number of posts about duplicate tickets created by way of email replies. I also understand a fix/feature had been in the works. Is there a status on this? I cannot tell if it was ever resolved. Alternatively, has anyone thought of a workaround of some sort such a preventive maintenance to merge tickets or something (if this system is even capable of that)? I've also considered if this was implemented on-premise then technically a few scheduled
Help Operating Hours alternative
I have two analysts that have different hour than other technicians. How to configure these to auto-assign only in your hours of work? Auto-assign is the feature more importante to us! Tks
Unable to login
Hi, I am new to servicedesk plus. I just completed setting up organization details and general settings. I think I've configured the general setting wrongly and now I am not able to login to all the accounts (initially it is working). I noticed that the login screen required a domain, and I do not have any domain configured. Please help. Thank you.
Closing multiple requests with one main request closure, is it possible?
Hi! I use to have different ticked managing system, there was a functionality to relate requests to a single main request, then main request can be forwarded to the support and all related requests can be closed with this request closure. This is a good feature to have in case there are many users reporting the same issue. For example coffee machine is down on floor 4, and all the users located there will report the issue. It's convenient to close all problems at once when machine is fixed, sending
The Field of change status
Hi Dears I need to use a filter to find which reqests status changed under 48hrs? which filed i can use for this filter? some requests reopend after changing status and i need to know about all of this Thanx a lot
Removing Support Groups
Good Morning, I am trying to remove or at least disable two support groups in our SDP instance but because there are records tied to those ID's i can not remove them. I have tried to go through the SQL tables to find these fields but i feel like i will be here for quite some time. I know the QUEUEID's that i need to have swapped. Does anyone have an Update Query that could help me quickly change any tied records and then allow me to delete the groups so user can not select them. DB= SQL 2014 SDP=
Disposed workstations
We have marked Workstations that have been removed from network has disposed, but ServiceDesk still tries to scan them. I thought ServiceDesk was setup not to scan disposed workstations.
Problem while backup. ERROR: relation "servicereq_301" does not exist
Hello, As in topic. Whie trying to run backup script i receive ERROR: relation "servicereq_301" does not exist message. Can You please advice how to resolve that issue? Thank You
Peso Maximo de un Ticket
Buen día, me puede ayudar con cuanto es lo maximo que debe pesas un ticket? Saludos
Database Failure?
Good morning We've experienced an issue with our Service Desk server whereby we are unable to get it to launch (it sticks at "Starting Application Layer..................................". Further investigation has found that we are also getting multiple errors in the log relating to: InndoDB: Warning: trying to read doublewrite buffer page 123 We did have a server crash a few days ago and problems have started since, however we are in the unfortunate position whereby the previous versions / backups
Service Desk Plus service not started
Dears, Im new user and I have a problem with this solution. yesterday the unit C its full and the service SDP stop. after assing more storage to unit, the service stop continue. when view the log, the message is: " Unable to write to the configured log directory: server\default\log (The system cannot find the path specified. (0x3))" I have a bad english, but excuse me, I need your help!
Edit note - existing content could be lost
9.1 Build 9110 I've previously reported this same issue, and I understood it was meant to be fixed by a patch. We make use of the Notes feature to share internal info among our support team. In some cases - if you need to Edit an existing note - the Add Note window pops-up - but the existing content is gone. I'm not sure if this could be related to the content itself (application log entries with non-alphanumeric characters), or if it is text formatting related (e.g. retaining formatting from the
Import Request XSL with UNICODE
Hi, I am having a problem with the importation of requests, accent in French are replaced with ? . I tried to save the XLS file in UTF-8, but it does not work. Thank you for your help
Blank Page
Hello, When I try to access to do our SDP I received the following error message You are not authorized to access the URL sapwise2.sdpondemand.manageengine.com Permission denied Since my user is administrator and I cannot have access, who can I solve this issue? Many thanks for all the help you can provide. Best Regards, Domingos Leão
Can anyone help me providing the query to find out Escalation [i.e Want to find out how many ticket transfer from group Service Desk to other different Group]
Hi Experts, Can anyone help me providing the query to find out Escalation Report [i.e Want to find out how many ticket transfer from group Service Desk to other different Group] I am using Version 9.0 Build 9017 and database MYSQL Mohammad Golam Rabbany Proud Customer of MESDP
Unable to generate reports - after updating the service pack
Hello Team, I am receiving the attached error, when trying to generate reports in SD Plus . For your information, I am facing this issue after updating the SD Plus service pack to 9226. SD Plus version : 9.2 Build 9226 Operating System : Windows 7 Professional SP1 - 64bit H/W Configuration : Intel Core-i5 processor, 8GB Ram, 2x1 TB HDD(Raid 1) Regards, Alex L
Custom script (powershell) does not work
Hi Everyone! I wrote script which will add new request, SD said Action Executed is :test2 Message: successfully executed, but nothing changes. Command in custom scripts cmd /c start /wait powershell.exe -file C:\ManageEngine\ServiceDesk\integration\custom_scripts\test.ps1 $COMPLETE_JSON_FILE. PS version 3.0, also i manage execution policy, now it unrestricted. Maybe someone can tell what wrong? p.s. Run this script on server manually, it create request, but without params (line 11-13). Script
Business Rule is not working for Incident Template
Hi Team, I have created incident template from Admin - Incident Template - New Template. Attached snap shot. I have created business rule from Admin - Organizational Details - Business rule. Attached snap shot. Issue, I have created incident from user end with template that i have created Result Business rule is not working However business is rule working is i will create incident with default template. I have attached snap shots as well.
Service Catalog - How do I edit existing pick list values?
How do I edit an existing pick list in your form? The edit icon only allows to set "mandatory, view and set options. but there is no icon to edit the pick list values.
Importing requesters + using different email id to login with SSO
Hello, I'm currently trying to set up ServiceDesk Plus with a SSO method. I've got to the point where I can import approx 250 users using the Provising App which imports users with their login name the same as their primary email address. (John.Smith@domain.com) However the SSO I want to use is Microsoft Azure AD, which has the login name as (JohnS@domain.com) , which clearly won't work as the login names differ. The fix I've found up to now is to log into "https://mail.zoho.com/cpanel/index.do"
Table of User defined
Hi Support, May I know what is the table consist of User Defined in accident template ? I want to insert it from other database.... Thanks Diyanto
Read Only Dashboard
I am trying to display the Service Desk Dashboard on a display screen in our NOC so that managers can have a quick view of the numbers of open tickets and SLA status as they walk through. Is there a way to configure just a read only dashboard without having to be logged in as a technician?
need to restore version 9222 of ServiceDesk Plus Enterprise not in the archives
hi, please post urgently ServiceDeskplus enterprise version 9222 in http://archives.manageengine.com/service-desk to restore our backup. After a migration to 9226, servicedeskplus doesn't work this is the only one version absent in the archives, while ? best gards Fabrice
Regions/Country/Site wise Approval
Hello team, We have some requests where a single Request template would be used but depending on the requestors location we need to send the request to different Approvers. e.g. Requestor is from Australia the Approver should also be Australian Providing you my direct contact details in my signature below if needed. Kindly help. -Regards, Pankaj Bhadage email : pankaj.bhadage@svitzer.com Direct :+63 26898980 mobile: +63 9395592186
Requests have lost their colour
Hi Folks, I have just done a marathon updating session which went surprisingly well. Only one slight issue has arisen so far. The text on the main requests page used to be in colour and now it is in black wand white! I have checked the settings in Admin / Helpdesk / Status and it showing Onhold is red, Open is Blue etc. etc. What am I doing wrong? Tom
Incidents Not Updated in 3 Business Days
I need the SQL on how to write a report on incidents that have not been updated in 3 business days (Exclude Saturday and Sunday). Sounds easy enough but with the time format I can't seem to figure it out.
Cannot Login using Mobile App (Iphone)
Hi All, I currently cannot login to the Mobile app, an iphone, using any user that is an Active directory user. Local authentications working OK. The app returns the message "Error Username and / or password provided was incorrect" the password is correct and i have tested with numerous users. I am using pass-through authentication and can login fine into the portal using a laptop, just cannot get it to work form the phone. Can anybody give any tips on getting this working? Log files to check Thanks
Showing and hiding resource fields
I want to show and hide resource fields. Do I need to hide everything upon loading and then show them again when the criteria triggers my rule? Is that how it should work? The user case is onboarding and asset requests: Allocate a desktop handset: ->Hide Telephone Handset models ->Hide headset models ->Call center agent licenses Do you wish to reassign existing handset and/or call center agent? If NO, then show fields regarding phones and models. If Yes, then show fields for questions about existing
Postgresql to MSSQL migration - build 9224 NOT WORKING
Dear Sirs, I'm trying to migrate Postgresql to MS SQL following this procedure (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1-5 are completed successfully. On step 6 (restore data) I get the following error. Please advice how to proceed since this issue affects our service.
Active Directory Passthrough - NTLM Failed Redirecting To Login Page...
Hi there, I'm in the process of setting up Servicedesk Plus and trying to get the Active Directory Passthrough to work. I've been having issues and after looking at other threads on this forum, none of the solutions have worked for me so far. I'm unable to attach the sso log to this thread for some reason, but I'm happy to provide that, and a picture of my AD config page in servicedesk. Thanks in advance, Kyle
Send email notification failed
I'm getting this error trying to replay request in SDP. Any idea, SMTP works for other services I have. (SMTP service for Office 365) [13:26:06:698]|[08-24-2016]|[SYSOUT]|[INFO]|[70]|: notifyTo::::REQREPLY| [13:26:06:698]|[08-24-2016]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[INFO]|[70]|: Orig req id as parameter : 9| [13:26:06:698]|[08-24-2016]|[com.adventnet.servicedesk.notification.util.NotificationFactory]|[INFO]|[70]|: Into send mail notification toAddress : manuel.arce@utitec.com
Setting the SDChangeManager
Hi There, I'm a newbie to Service Desk Configuration I'm trying to setup the Change Management module to be used in my company. I've gotten as far as setting the workflow and having everything running smoothly. The only catch is I cannot set a change manager in the role.
SLA's not working
Hi, I've added 4 new SLA's that are governed by the Priority field of a ticket. When tickets are created they don't seem to take this SLA, instead they take another SLA for 100 Days for our Projects. I've checked this and there are no conditions for this SLA. Does the fact this has no conditions means it takes presidence over the new ones ? I've played around with this on our test system and the solution is the delete the 100 Day SLA but we may need this on our Live system! Q: Should we add the SLA's
Database table cleanup
Hi guys, To try to improve some performance issues with our SDP instance I've cleanup up the old system notifications using the query: delete from notification where (NOTIFICATIONDATE <= '1459429200000' and SENDERID = '1'); Which just deletes any system notifications older than April this year. Seems to have made a noticeable difference. Now that the notifications table is reduced, I can see the next three largest tables are: SystemHotFixInfo ErrorLog HwAuditHistory Is it possible to cleanup these
Corrupt profile? Get NTLM error when open Asset scan summary.
When trying to access the scan summary, I get an NTLM Failed Redirecting To Login Page error. I click on ASSETS, everything looks fine. if I click on any of the items in the Scan Summary section, like "Workstation/Server Detected" I get the above error. This was working fine yesterday and no changes have been made to the SDP application. I can get to everyplace else. I restarted the services and it's the same behavior. My co-employees are NOT having this issue. Wondering what it could be? Using build
How to modify table structure in Solutions edit mode
I have a table I created in solution and now I have to modify it and add row and column. Unfortunately I don't see how to do that. Pls, help.
SD Agent
Hi, How can I make sure that the correct agent scans the workstations in the domain and sends the data to the Service Desk? Thanks.
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