child task doesn't start
After update SDP. Now present version 9.2 build 9204 question: After the request opened, starts the pearent task. After we closed parent task, the child task doesn't start. If will press "trigger" child task, error will be shown "Cannot trigger tasks which has parent. [410]" 410 -id children, not id Parent
Clarification of SSL cert renewal on SDP 9.0 Build 9039 (Linux)??
What are the correct steps to renew an SSL cert in SDP 9.0 build 9039 on Linux (including the creation of the CSR)? I have a copy of the original saved sdp.keystore before any keys were imported into it, and it contains one entry for my server & domain: [root@server bin]# ./keytool -list -keystore sdp.keystore.save Enter keystore password: Keystore type: JKS Keystore provider: SUN Your keystore contains 1 entry server.mydomain.com, Mar 20, 2015, PrivateKeyEntry, Certificate fingerprint (MD5):
Issue with Outlook...
Hi, what is the status of this request please... SD-60583 Issue with Outlook 2013 / All images in outgoing messages are incorrectly marked with contentID incorrectly marked contentID is id=\\"Picture_x0020_1\\" src=\\"cid:Image0\\" This creates a problem with outlook 2013 because as all the images have single contendID – outlook is displaying them randomly, each time user opens issue message. Meaning, that instead of getting image from issue in particular email, you get first image from
Installing updates
Hi, When updates are released, quite often you are prompted if you would like to create a backup or not. It would be nice if you could have the option to roll back as having our helpdesk unavailable whilst it backs up is detrimental to our service. We have it so a scheduled backup runs in the evening so thought it would not be necessary to run a backup When I went to update from 9.1 build 9121 to 9.2 I did not get an option to skip the backup and now I have been waiting for 45 minutes without a function
ServiceDesk Plus support for SNMPv3
My organization is currently running ServiceDesk Plus v9.1 Build 9100. What I am wondering is this; when is support for SNMPv3 going to be added to the product so that I can more securely add my network devices to the CMDB and Asset Management? Our organization has very strict guidelines for security and for us to start using any version of SNMP other than v3 will require CIO approval with a very strong justification and mitigation statements. Thanks in advance, Kevin
Reporting on archived tickets query
Hi, Is there any plan to make the reportable fields in archived reports, match that of the "all requests" reports? For example, at present when reporting on archived tickets, under the advanced reporting section >column name drop down, there is no Region option. As we use SD+ as a global tool, this makes global reporting on archived calls extremely painful. Is there a particular reason why the reporting fields differ? If not could I ask that they match that of reporting on "live" tickets
Technician Drop Down/ Customizing Note Location for Tickets
Hello, I have ServiceDesk Plus installed on CentOS running version 9.2 Build 9202. I am running into an issue where a deleted Technician is still showing on a drop-down for assigning tickets to. Where can I delete this? I am using mariadb (MYSQL), and cannot find a table where the user exists. My second question is for customizing or moving the request fields. I have technician adding notes, but to see the notes, you have to scroll down on the page. Is there a way to move this field towards the
AD Domain issue 9203
Hi All, Having a bit of an issue with 9203, I'm unable to view the OU's in the windows domain that I previously was able to scan in 9202! Even using a domain administrator I cannot see the OU structure! Any help would be great! http://i.imgur.com/mJosJoz.png
Unable to restore backup to SQL Server
Hello, I'm currently running off of ServiceDesk Build 9000 with SQL Server 2012 installed separately on the network. I created a backup using backUpData.bat on the ServiceDesk windows server and created a VM snapshot of the server. I neglected to take a backup of the database on the SQL Server using SQl Server management studio (I wish I did.) I performed a failed upgrade of ServiceDesk and then reverted back to the snapshot pre-patch which still contained the manual backup made using backUpData.bat.
How configure Service Desk to perform automatic routing ?
Hi Friends, How Do I Configure Service Desk to perform automatic routing to the appropriate technical group when the call is received ? att,
Reporting for a new Service Desk
Hi Support, We are setting up SDP for a new Service Desk, but I need to create some custom reports. Number of calls taken (breakdown by Mode) Failed Response SLA for Day/Week/Month Failed Resolution SLA for Day/Week/Month Average Resolution time by Category/SubCatagory Average Resolution time by Technician Even if you could point me in the direction of the field names required for these Queries that would be very helpful. Regards, Ben Louisson
How can I attach files from API to a request?
I can create a request from the API but I can't add an attachment. How can I attach a file or files from API?
Incident Templates Crashing and other stuff
Hi there, Currently on v9.1 build 9114, Browser is IE 10 and database is running on MS SQL. we are currently experiencing issues where we try to edit incident templates but when pressing backspace or delete on blank spaces a whole lot of bullet points appear, after removing them (we'll trying to) IE 10 crashes. Also resolutions are adding what seems to be an extra space in the resolution, even when trying to remove the blank space and save it, still appears once the template loads again, this seems
Retrieve attachment details from API
Hi, We are working on a project that requires to pass attachment information to another system through Servlet or Rest API. Does the current build support this? If not, are there any plans for this feature? Thank you so much.
Migration from one server to another
We have multiple ServiceDesk plus environments. Dev, Test, Prod. If I make a Request Template in Dev, is there a way to migrate that or copy it to the other server environments or do I need to just manually recreate it? Thanks
Restore Translations
I like to restore the translations. I copy ApplicationResources_es.properties fie of the folder "C:\ManageEngine\ServiceDesk\server\default\lib\classes\resources\backup" to "C:\ManageEngine\ServiceDesk\server\default\lib\classes\resources" but this not working. Any Idea? Thanks and regards, Gerardo Cortes
Ability to duplicate a request created through Service Catalog
Any one know what the status of adding the feature to be able to duplicate a incident request generated through the Service Catalog? Went through the forums and looks like this is something that was requested back in 2011 feature request 36749 and was "put on the road map" to be included in a future release. 5 years later and it still hasn't been added. Seems like way too long of time to have something as simple as that put into your product.
Service Desk Plus - access from outside network
Hello How can i access our Service desk from outside the network? I use a :8181 port but it fails to load outside.
How to remove resource Info objects
I'm trying to re-work one of my service request options. Within the request is a Resource Info question that is not being utilized as we had hoped and would like to remove it. When I try to click the X to remove the object I get the following error: "Cannot Delete. Asset is in use". there are no open status incident/request/problems with using this template. How can I ever remove this object. This is also true of categories. I've tried to re-work my category list and it gives a similar error
Importing User from AD
Hi, I get this inside the manager field after trying to import user from AD: CN=Phil Donaldson,OU=staff,OU=Toamasina,DC=toamasina,DC=local I've used "manager" as attribute on the import configuration. Please advise. Regards, Jedidia A.
Mis-spelled requester names when creating a request creates a new requester!
SDP Build 9120 with MS SQL database When our support staff are creating a new request record they type the requester name into the appropriate field. Most of the time it auto-completes the name to match an existing requester account (imported from AD) and everything is fine. However, occasionally they mis-spell the requester's name and just hit the return key. When they come to save the request record they are getting a pop up window which says "Requester Name does not exist. Do you wish to add
Technician view for all open/unassigned requests and tasks for my groups
We are having issues getting tasks completed when they are assigned to a group. On the requests page, there isn't a good option in the drop down list to show all requests AND tasks assigned to the groups the technician is a part of. They can choose all my groups, but this only shows requests. They can choose My Pending requests and tasks, but these only pick up the tasks assigned to the tech. I need them to be able to see all request and task assigned to their group in one view. Any help is appreciated.
Bulk-moving tickets to a different service category
I have a number of tickets (600 and up) that I need to move from one service category to another. How can I accomplish this? Thanks, Adam
Unable to log with AD credentials
[08:54:36:978]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueueFiller]|[INFO]|[106]|: Starting job queue filler in the interval:20000| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: checkAndFillQueueFromDB: jobQueueSize: 0; jobInfoQueueSize: 300| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: JobQueue.size is less than JobInfoQueueSize. So going to fill from db if available in DB| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobSchedulerUtil]|[INFO]|[106]|:
Change default mail font
Hi all, Is it possible to change the default font in outgoing mails to Arial 10? thanks in advance
Can't modify Incident - Additional Field (pick list) since update to Build 9100
Since the update to 9100, in Admin > Helpdesk Customizer > Incident - Additional Fields, I click on the Edit button to modify an existing Pick List field. There are no Values shown, even though they can be seen in Requests. Am I doing this incorrectly or is this a bug? Below is the field containing values when viewing a Request.
Questions about tasks
Hi all, I have some questions about tasks: 1. is it possible to customize task forms (remove fields, mandatory fields, adding custom fields, ... )? 2. I realize that the list of states for tasks is the same of incident. Can I allow only 2 states for tasks (Open and Closed) leaving more states for incidents/requests (Open, On Hold, Resolved and Closed)? Best regards, Sutot
Suite à la mise à jour 9.2.0.4 je n'arrive plus a démarrer ServiceDesk en mode service
Bonjour, J'ai effectué la mise à jour vers la version 9.2.0.4. Depuis, si je démarre depuis l'invite de commande, en tapant 'run', j'ai bien le serveur qui démarre et je peux y accéder sans soucis tant que je ne referme pas la fenêtre de commande. Si je lance le service, il s'arrête et je n'arrive pas à accéder au programme. Si je lance l'application SDPLaunch.exe, j'ai la dernière partie qui s'affiche avec des points ....... et rien ne fonctionne. Que puis-je faire ? Bien à vous, Eric Archambeau
Mail command: set date created
Hi, Is it possible to set DATE CREATED for a request using mail commands? Sometimes our IT technicians receive an email in their personal inbox that should really be a ticket in ServiceDesk. To facilitate moving the email into SD+, we have a macro in Outlook that forwards the email and adds @@REQUESTER=[original mail sender]@@ so the request is connected to the correct requester. But the request is of course created with the date/time of whenever the email is forwarded by the technician, and
SSO Stopped Working
Hi I have had the free version of ServiceDesk Plus running with SSO successfully for a month or two, but today, after installing Windows Updates yesterday and rebooting the server, the SSO is no longer working. On loading SDP it prompts for a username and password, which does nothing. If cancelled, it then goes to the normal login screen (AD login still works fine from here). I've been through the troubleshooting guide, recreating the computer account/password, using a different domain controller
After update SD blank screen
Please Help! win server 2012. 9114 work fine. After Update 9114 - 1 ManageEngine_ServiceDesk_Plus_9_1_0_SP-0_21_0.ppm 2 ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm 3 ManageEngine_ServiceDesk_Plus_9_2_0_SP-0_3_0.ppm (updates without errors) In localhost, users browsers blank screen. Page code: SSO? <!DOCTYPE html>
<html>
<head>
<meta http-equiv="X-UA-Compatible" content="IE=Edge">
<script language='JavaScript' type="text/javascript" src='//scripts/Login.js?9203'></script>
<script
Unique content id for images in email messages.
Hi support, We have had a recurring problem with images in servicedesk notifications using outlook 2013. Occasionally an incorrect image is shown in the message. It appears to be a cached image from a previous message The problem occurs because... - whenever servicedesk sends an email, it uses the same content id names for embedded images (eg. src="cid:Image0"). - outlook 2013 then displays the wrong image, which is a cached copy for the image with cid:Image0. A similar problem is discussed here...
Unable to login with AD
[08:54:36:978]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueueFiller]|[INFO]|[106]|: Starting job queue filler in the interval:20000| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: checkAndFillQueueFromDB: jobQueueSize: 0; jobInfoQueueSize: 300| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: JobQueue.size is less than JobInfoQueueSize. So going to fill from db if available in DB| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobSchedulerUtil]|[INFO]|[106]|:
report query - works in postgres admin, not in report writer
Can you please help me get this query to run in a query report? I am pretty sure it is the "(from_unixtime(chdt.SCHEDULEDSTARTTIME/1000) - interval '5 hours')" that is making it not work. Thanks SELECT chdt.CHANGEID AS ID, ctdef.NAME AS "Change Type", catadef.CATEGORYNAME AS Category, chdt.TITLE AS Title, ownaaa.FIRST_NAME AS Owner, ownaaa.FIRST_NAME AS Requester, (from_unixtime(chdt.SCHEDULEDSTARTTIME/1000) - interval '5 hours') as Time FROM ChangeDetails chdt LEFT JOIN SDUser ownsd ON chdt.TECHNICIANID=ownsd.USERID
Stopping/Starting ME Service clears outgoing mail settings
Hi 9.1 Build 9110 To investigate a separate issue (64k limit) - I had to stop/start the ME ServiceDesk Service. Once restarted - the Incoming Mail server settings were still stored - but the Fetch job was stopped. The outgoing mail settings had disappeared completely. Regards, Scott
Reply button gone when replying to last conversation
Good morning, I am wondering if anyone else is frustrated by this feature. In the request detail view, if the last message in the conversation came from me (the technician), I only have the choice to Forward, not to Reply. I understand that the system is saying I would not reply to myself, but it is inconvenient to have to forward the message, as I then need to go and copy/paste the addresses of everyone on the chain if I want to continue the conversation. Could we put the Reply button back, so I
Close a request Comments
Hi All When we close a request we have been putting comments in. Where can we see these? Is there a way to automatically add the comments to the notes so if we re-open them. Thanks Dave
Modify notifications.
Hi! Recently i upgrade service desk to the last version (9204). Now in the notification email appears a word, that, could not find, in the notifications template to remove. See the "Operation:" word in the notification example: OPERATION: ID 1114 de Javier Marcelo Marconi, Se ha asignado al grupo Infraestructura y Comunicaciones Solicitante : Javier Marcelo Marconi Prioridad: Baja Fecha vencimiento SLA : 11/03/2016 12:31 PM Categoría : Software Asunto: Modificar notificacion Descripción :
delete pending approvals
Do technicians have to be part of SDAdmin to delete Approvals which are pending?
ServiceDesk Will Not Start - Help Please
Hi, our ServiceDesk has been running fine, but now it wont start. It sits here: Application Layer Started .............. and it just keeps putting dots. See Picture: [URL=http://img100.imageshack.us/my.php?image=helppb3.png][/URL] http://img100.imageshack.us/img100/1143/helppb3.png Any ideas ?
Next Page
