Comm.do download in chrome only on every SDP page.
Hi all, I posted on the back of one of the release entries but fear it may have been lost in the shuffle. Since 9221 and above whenever we access SDP in chrome it tries to download commFrame.do on every page refresh. So you go to a new tab, one downloads, open a request, one downloads and so on. Basically every time you click on a page it downloads one of these files. If you access it in IE it does not do this. IT appears to only be chrome related. I have tried it on multiple machines and done
Mobile App login not working
Hi All We are having issues logging on with the mobile APP. Technicians have an API Key SDP version 9.2 Build 9218 Mobile apps are showing Local Authentication only. Does anyone have the same issue or has anyone solved this? Many thanks!
Problem Report - Include most recent Note date
Hi, Report Request please. Your Version : 9.1 Build 9112 Latest Version : 9.2 Build 9225 [Details] MSSQL. Please can I have the below Problem report amended to also include: Select to include the date of the most recent note on the problem record Where to exclude any record which has had a note added in the last 7 days Thanks in advance, P SELECT prob.PROBLEMID "Problem ID",longtodate(prob.REPORTEDTIME) "Reported Date",prob.TITLE "Title",ownaaa.FIRST_NAME "Technician",longtodate(prob.UPDATEDTIME)
Showing entire resource block based on field value?
Is it possible to hide or show a group of resources (the entire resource block) based on the value in a field or resource field? For example, my new employee onboarding form has options grouped as resources (e.g., all of the Exchange options are together: Lync Setup? Email Encryption Setup? etc.) Can I display or hide the resource group that those resources are listed in so I don't have to show or hide 10 fields in the field and forms rules? Thanks, Adam
Technician cannot view requests originated by self.
I am defined as a technician in our ServiceDesk installation at Claire's. In addition to receiving tickets that have been sent to me, I also originate my own requests. The issue I am having is that I am unable to view all the tickets that I originated. I am told by our technical services department that a technician is not able to view a list of the tickets they originated. Is this a fact, or is there something that we are not understanding, or perhaps an alternate logon as a requester? Please advise.
How to stop duplicate tickets being created?
We have a problem with duplicate ticket creation, there should be a way to set Service Desk so that if a ticket comes in with the same subject and from the same person of already open ticket that it wont create a new one. In fact, we are facing a trouble that we tried to create a request ticket via email as a test. When the requester sent a email to email address of ServiceDesk plus, the ticket would be created automatically, but, the same ticket was constantly being created and now the tickets
Request/Task Workflows Questions
Just had a few questions regarding Request workflows and Tasks. Is there currently any way to or any potential in the near future to have Tasks submitted for Approval? Is there any to spawn a new Request based on criteria from a previously opened Request? I.E. - I open Request A to request access to an internal system. Then Request B is automatically launched once Request A is submitted. Is there anyway to have the pre-built tasks (from the Work Flow) editor unchecked when opening a new Request?
Updating the "Site" on tickets, and question about doing the same for "Region"
We do a lot of reporting based on site and region, and we are exceptionally pleased about the integration with AnalyticsPlus (on-premise). The data produced is only as good as the data we have, however. We have a number of users that have come into the SDP database with an erronous site. We clean this up, but any tickets created prior to the correction still have the erronous site. Question 1 Is there a fast way to clean these up using a script or process? (Right now we are searching for all the
Change status from HOLD to OPEN when a new conversation item is added
Hello, Is there any way through business rules or incident template rule to change a request's status from Hold to Open if a new conversation item is received? I am considering having Technicians set a request to On Hold when they send a reply that requires a response from the requester. I would like the request's status to change to Open once the reply is received, that would be wonderful. If another trigger is required to make the status change from Hold to Open I would be interested in my option.
Additional field connected with requesters list
Hi everyone! Need additional field in my templates as common field "Name" (where we select requester). Scenario: In our organisation users add to AD from HR application. Service desk get requesters from AD. Sometimes we have requests from departmens head, to make user rights in some of our corporate systems, but that user does'nt introduced in our HR system. I want create field, where Department head can choose who need service which he asked from request.(some request can make only dep. heads)
Manually Set response times
Is there a way of adding a field to manually set response time, e.g. based on the time the technician arrived on site.
service desk very slow in windows 10 pro
I installed service desk in windows 10 pro. In some machine it is working properly but some machine for authentication it taking time. After successful authentication it showing unknown user.
Preventive Maintenance Tasks
Hi, Could you answer a quick question please. Preventive Maintenance task. I added 6 but only 3 appeared. The ones that didn't appear are all outside out Operational Hours, so do preventive Maintenance Task not get raised outside of these hours ? We have an offshore team, who perform tasks outside of our hours, so need to raise these activities. Regards A
How to restrict particular Assets for a few technicians ?
My organization does not have a dedicated team for all assets. There is a different team that looks after Routers and Switches and a different one that looks after Workstations and Printers. The Assets tab must be available to both teams however I want the first team to be able to look at only the Routers and Switches and work on them and the second team to be able to only look and work with the Workstations and Printers. Currently i can only find a comprehensive option of either enabling or disabling
Auto Reply for Specific Incident Templates
Hi, Is there a way to create an auto reply only for certain incident template? I found the way to create auto reply for when user send request and when the request is closed. But I'm wondering if there is a way to create an auto reply only for certain template. For example if I have template A and template B, when a user send request using template A, it will reply "thank you for contacting us" and when user send a request using template B, it will reply "we will contact you immediately regarding
Dashboard & Support Tabs: How to Remove them?
I created a new Role for our tech but I do not want them to see the tabs that I mentioned above. How can I remove them? Thanks,
Dynamic workflow in SDP
Hi, Wondering if this is achievable: I would like to have a request form/template that directs the workflow to different approvers depending upon contents of a field. I thought I could start with a request template in the service catalog, which has a business rule run that changes the template to the desired (identical) template, but with workflow added to it. The problem is, when I select the 'change to template' option, only request templates without workflow show. Also, I can't see how I can
Configurable/Designable Job Sheet
Hi, We work in an environment where at certain points of the year we can have up to 80 people drop on us in a support team of just 4 in the space of a morning. In order to try and make things as easy as possible we have started to ask that they get in touch with us before they arrive to create cases and allocate areas for the equipment to be worked on. I'm trying to work out if there is a way to create/design a job sheet that we can easily print out so we can have the job sheet with all our equipment
In the System Log Viewer, I see this message over and over
Technicians see this: System Log shows this:
Custom Views Need To Have Both AND and OR
I'm trying to create a custom view that includes both an OR filter/clause as well as an AND filter/clause. The problem is I can only choose either all ORs or all ANDs. Version is 9.2 9223 options given are: Match ALL of the following (AND) Match ANY of the following (OR) Is there a way to choose some ANDs as well as some ORs.... Also, is there a way to see and edit the query behind the custom view itself. Thanks.
team member not visible as a Technician in maintenance (nor as a requester)
HI, I have a technician who is not visible in "Technicians", nor in "Requesters". He is visible as a Technician in the drop down list for some call types - however in the database there are three entries for him - 2 with a zero technician ID and one with a valid technician ID. I'd like to clear the issue completely and add him as a technician - ideally via an Active Directory import as a requestor, then updating him to be a technician....
FTP
Does FTP work on this product or do you need to get the add on Manage Engine Applications Manager?
Time spent to script text
Hi everyone! It is possible to use field "Time spent" from worklog (summary worklogs time) in field form rules? Also, I want convert that time to minutes (numeric).
ServiceDesk Plus stopped working after low disk space condition on server
Our ServiceDesk Plus server had a low disk space issue this morning. After deleting some old backup files, and removing unnecessary installers, I was able to recover 40GB of free space; however, ServiceDesk Plus still failed to work. I reviewed similar cases in the Forum, and tried to start the service using run.bat, to no avail. While reviewing the log file, serverout0, I noted the error, java.io.EOFException What does this mean? Is this the reason for the failure? I attached serverout0.txt for
Unknow user
While user logins to the SD+, the user field appears as "unknown" user . Nothing in the forum solutions could help us.
RE blank login page after changing port
I submitted a post earlier about the login page showing blank after adding a cert and changing the port. Anyway, it was my fault as I was testing in a browser on the server which was too restrictive. There are no issues for us and it is working great with ssl. I thought I would be able to edit/reply or maybe delete the original post, but I guess it's waiting to be approved. It does not need to be approved or posted since this is a non-issue. Thanks.
How to convert SDPlus data to Asset explorer?
How to convert SDPlus data to Asset explorer?
reopen requests by email not from requester
Hello, I have a problem with requests not being opened by incoming emails which are not sent from the requester itself. I have two different HelpDesk installations/configurations. In one (9.2 Build 9211) requests are opened independent of the sender address: In the other (9.2 Build 9218) requests are only opened if the sender address equals the requester: Is there another configuration option to enable the possibility of everyone being able to reopen a request?
Delete site
We have an invalid site that was accidentally created. I have tried to remove the use of the site everywhere that I could find it. When I try to delete the site it will not allow me to do so. I get the error message "Site cannot be deleted as it is being used by a module". How would I discover where this site is being used so I can remove it and then delete the site?
Change status when a reply is posted (not an email reply)
Hi, is it possible to make the system change the request status to Open when a response is posted via the SSP? When we respond to a ticket, we set the status to a custom status of Awaiting Response. This stops the timer. But the when a response is posted I need it to start the timer and change the status to Open. Thanks Matt
Self Service Poortal Close button not working
Issue Description(Describe your issues here) When a requester logs onto the self service portal and clicks the Close button on a resolved request. Nothing happens. Works fine for technicians. License Info License Type = Registered Product = Standard @Name = Matthew Lancashire@ @Mobile Number = 07823 338280@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.4213@ @Current Build = 9215@ @32 / 64 bit installation = 64@ @Logged in users = 9@ @Zone = Europe/London@
How to set default priority when new ticket is logged
Hello Is there anyway to set a default priority when a ticket comes in?
List endpoints with two applications installed
Hi8 Is it possible to create a query which lists all workstations which have two applications installed. As I licensing project I need to determine which endpoints have Microsoft Office 2010 AND Citrix Receiver Enterprise. I've tried the GUI report and it will not bring back anything if I start using AND. Regards Paul
Updating multiple builds at once
Hi when updating to latest version and there are 5 service packs to apply, is it best to start Servicedesk after each update is applied, or can you do them all, then start the server? Thanks
Filter based on status field
When trying to create a custom filter for the Requests section the dropdown is not showing the "Status" field so I can't filter based on closed tickets. Am I doing something wrong?
Backup and other scripts not working on AD server
We have 2 server same configuration 1 in workgroup and 1 in AD. When I add server into AD, all SDP scripts doesn't working correctly. I try seen errors in scripts and I see: his cannot see filepath, and when I change filepath to absolutely( for example c:\manageengine\..). this script starts working more correctly. What you think about it? How can solve this problem?
Just installed, wrong login
Good day, I downloaded and installed SD 9.2. It looks like on screenshot. It' written that default login and password are administrator, administrator. I tried also admin\admin. Login and password are incorrect. I tried to reset password (POSTGRES database was only option while installing) with your tip. But it has no effect.
Error when entering resolutions or answering to requests
Hello, we experience an issue where everything seems to work fine but it is not or errors are shown. E.g. sometimes when adding a resolution it gives an 'an Error has occured and you have to reload the request. With answering emails it looks it was sent but nothing. With both you then have to start over.. For some reasons i do not find nothing in the logs. Could i be pointed to some sort of relief? Thanks
Blank page after changing port
After following the instructions here: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-pfx.html to add a wilcard .pfx certificate, when trying to go to the site, it just shows a blank page, no login. It did appear that the certificate was working though. In an effort to get the page back, I reversed the process and changed back to port 80. However, it still shows a blank page. We are not using SSO. What to do to fix?
Failed to recieve 1 item as the Max Number of IT Assets exceeds license?
When we close a purchase order we get the error "Failed to recieve 1 item as the Max Number of IT Assets exceeds license", how can this be resolved?
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