Generate a new report project
Please, I need your help to generate a report containing the following, it is urgent : 1) The Database is MSSQL 2) The version is 9.2 the build number 9202 the last version 9.2 the build number 9200 -Project's name -Project description -Project status -Total Percentage of project progress Project-owner -Comments Overall project -Date Expiration of the project -Tasks Project -Description Of the task -Task-owner -Task -status -% Advance task -Date expiration task -Comments Each task Generate
FAILURE :Exception occurred while performing the operation
A user has created a ticket. After IT Servicedesk has completed the ticket with the required fields (categroy, subcategory, item, Service Category, ...) and clicks on 'Update Request' we receive the error message 'FAILURE :Exception occurred while performing the operation' How can we avoid this, is the only opportunity to recreate the ticket?
Previous update is failed
Hi, please help. build 9120 upgrade failed ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm DB MS SQL 2012 Connect established.
Compare on premise and cloud SD
Hi, Does the cloud based SD product have all the features of the on premise edition? In either case, what is missing from either edition? Thinking that maybe moving to the cloud is where we want to be but we don't want to lose any functionality. Thanks Nathan
Resolution edition error
Hello Team! We trying to edit some of our resolutions but get some error. Text in error message:"Error occured while loading input to DataBase". It happens not every time, not with every Resolution. Not any dependency found in many tests from our side. Any Browsers, any last 10 Service Desk bilds - no dependicies found. Any ideas?
ServiceDesk Plus 9208 Released
Dear Users, SDP 9208 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9208 SD-62526 : Unable to start the application with MSSQL database in some environments. SD-62695 : Unable to view Time Elapsed Analysis tab in request details page in some environments. SD-62712 : Problem in displaying fields in new request form and in edit request page due to browser cache. SD-62352 : Issues related to Technician
Unnecessary text in some Notification Mail after Update from 9120 to 9208
Hello We updated from 9120 to 9208. The text in the body of the email has an additional word (OPERATION:) for two of the notification rules. I didn't change the our customized template after the update. And this OPERATION isn't shown in the template. Where can I delete it? The mail looks like: It appears only for these two rules: Regards, Markus
Auto Suggest Solution Not Displaying Correctly
When a user tries to create a new request and they receive the auto suggested solution if they click the suggestion they cannot see the solution but instead just get a gray box (see attached).
Technician Notifications: New Request
I have checked the box for "Alert the following technician(s) by e-mail when a new request is created." and listed myself in the list of technicians to notify. I also checked to make sure that my email address is included in my AD profile, just like the requester's is. The outgoing mail settings are correct, proven by the fact that my requester is receiving email notifications to acknowledge when they create a new request. However, I am not receiving notifications when a new request is submitted.
SDP Prompting for credentials
Hi everyone, I am in the process of setting up a new SDP Enterprise environment. I have set up the computer account and enabled AD passthrough, however whenever a user browses to the web address of the SDP server, they are prompted for Windows/domain credentials. Is there something I am missing with regard to setting up SSO, such that a user does not have to enter any logon details, or is this expected behaviour? I am upgrading from an older version of SDP, so not sure if this is expected or there
Start SDP with warning
Hi guys, I have updated the SDP to 9200. When I start the application, I get the warning. "Server is starting. This may take a couple of minutes ... Java HotSpot(TM) 64-Bit Server VM warning: You have loaded library /home/wls81/ManageEngine/ServiceDesk/lib/native/libUniqueID.so which might have disabled stack guard. The VM will try to fix the stack guard now. It's highly recommended that you fix the library with 'execstack -c <libfile>', or link it with '-z noexecstack'. Licensing : Loading
Software Totals Incorrect
I am auditing our installed versions of flash. The "Installation(s)" number in the "Software Details" tab is lower in than the "Total" number on the "Installations" tab. Is there a way to correct this? Most are off by one but some a of by much more. Why would the totals be different on the two tabs? I am using 9.2 Build 9207
Report on requests with notes
Hi, I would like to run a report on all requests closed in last month which have had a Note added to them. If the note itself could also be added to the report that would be ideal but if not then at least returning the calls with notes would be a big help. Is this possible? If so can you let me know how or provide the query? I would just want RequestID, Requester and Subject of all calls with a note. (unless the text of the note itself can be displayed directly). Thanks
How to change site for existing technicians?
I have an already working MESD+ configured and working (even though most of the technician accounts having started coming up with errors and still trying to resolve them). In my organisation most of the technicians have been redployed to new sites and the ones they were working from before handed over to other technicians. I am trying to make the new changes with respect to the new sites but I can't do that coz of the following error that keeps popping up. "FAILURE :Error while saving the technician
Unable to add domain requester
We had an issue where a technician was unable to login, so we removed the technician in the hope to re-add them, but when we try to re-import the user from active directory the import window says we have successfully over-written a existing requester but when we look for the imported requester, so we can convert them to a technician they aren't even listed? So we tried to create the requester manually, but SD+ errors with a user with that username already exists but they don't??? Is there anyway
Change Template with no approval required
I want to make a Change template with no initial approval step. Basically a Technician can work a change without approval or CAB review but the work stays on the change list. This would be for our standard and routine changes like microsoft patches, simple web page changes, and things with low risk and low impact. Possible?
Unable to change webport
Hello, We have successfully reinstalled ServiceDesk Plus on windows 2012 with MS SQL server database configured. Trying to configure SSL certificate and in this process it is required to change the web port to secured and 443. When I try to execute \bin\changeWebServerPort.bat 443 https from command prompt, below is the error thrown. Exception while forming the url: null and getting the stream. C:\..server\default\conf\buildinfo.xml <The system cannot find the path specified> java.io.FilenotFoundException
Requester Reply sent to Requester
We recently started using a new install and our previous installation never did this. Version 9027 When a requester replies to a ticket with an assigned technician they get the reply also. Attached is what we have ticked, I must missing something obvious?
Unable to get notification to Tech and requester
Hi Team I m using Manage Engine Service Desk Plus version 9.2 build 9207, i have configured all sites but when the requestor raises a ticket he doesnt get any notication via email, even i have enabled the settings to receive emails as soon as ticket is raised by requester
Ability to Group requests together by Category or Subcategory
Hi, is there a way to group Group requests together by Category or Subcategory on the Request Tab page ? example want to group all Backoffice related incidents together, all Software related to gether etc. will just unclutter the screen.
Notifications for Technicians
I have checked the setting: "Alert the following technician(s) by e-mail when a new request is created." yet I am not receiving the notifications. The email server is properly configured, and proven by users receiving the confirmation when they submit a new ticket. Any other places I need to examine? Thanks! - Joshua Rogers
Exception occurred while extracting eear - SD Plus 8210 > 8212
I'm getting the message "Error Occurred" when I try to patch from 8210 to 8212. When I looked at one of the update logs, the error message in the subject line is what I seen. Can anyone shed some light on this?
archive folder arcconversation
hi - looking at deleting some older files from the server, if I don't really want to go back to jobs older than 4 years, can i delete the folders in manageengine\servicesdesk\archive\arcconversation and is there other folders in that area that could be deleted? just so when i do the next upgrade and run a backup, it's not copying a ton of useless info.
Combine Survey with Close/Resolved emails
Having the survey email separate creates too many emails for the users. Can we put the survey link in the close & resolved emails?
Unable to add requester
Hi... We had an issue where a technician was unable to login, so we removed the technician in the hope to re-add them, but when we try to re-import the user from active directory the import window says we have successfully over-written a existing requester but when we look for the imported requester, so we can convert them to a technician they aren't even listed? So we tried to create the requester manually, but SD+ errors with a user with that username already exists but they don't??? Is there
Merging pre-upgrade request with post-update request = Issues
Hello, I sent an email to the support AND a reply to the ID(7392735) they gave me and yet, no answer at all. I even mentioned I would appreciate feedback quickly. I want to warn everyone upgrading from Pre 9200 to the latest version: If your technician try to merge and pre-update request with a post-update request, it will give you issues. We recently migrated from 9047 to 9206 and we had 2 cases today where a technician merged and old request with a new one. In the first one, the requester conversation
Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate
Dear SD Team I made a migration of this tool to another server but we cannot create incidents by email, this happened when i try to change some parameters in the section Mail Server Settings; Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate I made this procedure but the issue persist; Solution: Download the file from the link given below and extract it to the Service Desk Plus Home directory. https://uploads.zohocorp.com/Internal_Useruploads/dnd/ServiceDesk_Plus/2016_02_03_11_25_23_o_1acqu0dua1tidbq1kni1llri9g1.tar.gz
Bulk Updating Region
Hi all, I am in the process of setting up a new SDP Enterprise environment, and currently have almost 3000 users imported. Is there an easy way to bulk update the region each user belongs to? For example, could I extract a list of accounts from AD, put them into a CSV with the respective region listed, and import this? I'm sure there is something easy I am overlooking. Thanks in advance for any help.
Bug while resolving a Request with a picture in the Resolution Tab
Hello I'm publishing this in the Forum so others can see this bug. I wonder why I can't find the your notified issue ID SD-58519 not in the known issue list. It's annoying that this issue isn't solved yet. As you can see futher down: Situation two doesn’t work: I write text and place a small picture of a screen shot into the Resolution Tab and Update request status to Resolved. Klick on Save à The Resolution is saved but the status is still open. I have to edit the Resolution and change the Update
Change the request status to Open when a requester replies to an On Hold
I have found several entries online discussing this but not an answer which resolves this query. We need to change the request status to Open when a requester replies to an On Hold/Waiting Customer Feedback. I am currently running 9.0 Build 9032
Merging status
Dear Team, Please help me to resolve the issue of merging the ticket!! If the parent ticket is resolved status and child ticket is in the open status, if we merge the 2 ticket the status will be resolved . But we need it in the open status . How is that possible? Thank you for the help in advance! Regards Anujitha
After Requester information is added, the Support Group changes to "none"
After Requester information is added, the Support Group changes to "none". We have recently updated Servicedesk Plus to version 9.2, build 9207. Since the update all our Incident/ Service Request Templates have the same problem. If a Technician makes a ticket; after you added the Requester the specified Support Group changes to no group. This problem also occurs when a user uses the Self-Service Portal. This is a huge problem for us, we've tried to create a Business Rule to override this problem
HTTP Status 403 error
Hello, We have an technician who receives the following HTTP Status 403 error when trying to open an attachment within the approval details of the Approval Link that was emailed to him. If he goes into the ticket, he is able to open the attachments. We just updated to the latest version.
Json formatting error in API for Attachments
When querying the attachments on an order with multiple attachments, the "attachment" node is identified as a Json array in brackets [ ]: {"response_status":{"status":"Success","messages":[{"type":"Success","message":"Attachment operation successfully completed.","statuscode":"7001"}]},"attachment":[{"AttachmentName":"Cancelling the Forwarding Settings.docx","AttachmentId":62771,"AttachmentSize":"13.83KB"},{"AttachmentName":"QlikviewMDX.exe","AttachmentId":62772,"AttachmentSize":"44.0KB"},{"AttachmentName":"US
Autofill Subject Line From Required Field
Is it possible to create a template that can pull the information from a required filed and put it in the subject line of the request? So for example we have an Add User template that we created for new employees. One of the fields that is required is called Effective Date and Time. This is the day and time that they will start. We would like for the Effective Date and Time to automatically replicate in the Subject Line of the request once it is filled in if possible.
ServiceDesk Plus
I need to relocate our ServiceDesk Plus from server to another with the same operation system (Windows 2008 R2 Std) Can someone help me with this or send me a step by step procedure on how to do it!
Possible to remove the link from the request closed email?
Is it possible to remove the link from the email that gets sent out to the user when a request it completed? We don't have our end users setup to log into SDP to view their tickets so the link is useless and tends to generate more tickets along the line of "why can't I log into this site?" So we'd like to remove that link from the email but still have them notified that the ticket is completed. Is this possible or are we stuck with it?
Best way to display Request Body
Hi, We're writing a new UI to interface with SDP. I'm downloading the Json of the request which returns a string for the request body. Has anyone else had to deal with rendering this as a webpage, since most often they're HTML encoded emails? Any suggestions would be greatly appreciated. Thanks, Ryan
Announcements only showing to "all user groups"
When I select any user groups to view a especific Announcement, he doesn't show to this group. The Announcements only work to all user groups. For example: I've created a "Announcement test" and two user groups. I put the "test" and "test2" in the "Avaliable User Groups". So, after that, the "Announcement test" shows normally to the users in "test" and "test2" groups (because there's no group selected in "Selected user groups", so the system release the Announcement to all groups). But when I put
Report \ Hour range
Hi, How to fix this report that it reads the data only for the last month? select DATENAME(mm,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Month',sum(CASE WHEN DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00'))>0 AND DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00')) <= 3 THEN 1 ELSE 0 END) '0:00 to 3:00 hrs',sum(CASE WHEN DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE()
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