SD+ from .9002 to 9.003 upgrade problem
During upgrade from 9.002 to 9.003 I got a meesage: "Failure , Please check the link http://www.manageengine.com/products/service-desk/upgradefailure.html" and upgrade process stops. Please advice what to do? We use MSSQL but details notes in log file (attached below) is related to MySQL???. Regards W.O.
Projects history report
Every morning we need to recieve a report in which we want to see all projects history for the last day. Can you help us with this report?
A Guide to speedy resolution
Part 1 Working with a client the other week we were expanding upon the Incident management workflow in ManageEngine ServiceDesk Plus. The issue of effective Incident resolution came up and I expanded on a number of hints and tips that might be useful to hard pressed Technicians in dealing with their request queues. I've decided to split this into two parts as there is a fair bit to cover. So, first off, the Resolution tab in a Request. Did you realise that this tab has been designed so a Technician
Manage the list of view selection (My Groups/Requests/My View)
Hello. We're using SDP v9 build 9000 and I'm looking for the possibility to manage the list of view selection. Is it possible to delete the standard or reorder the view list because we're still using our own created filters. If so I would be very thankful if you could tell me where I'm able to find the settings. Thanks a lot Johannes
Change Request ID from the default
Hi, I think Requests are identified by the ##Number## -text. E.g. in the request subject field. Is it possible to change that to e.g. ##CompanyNumber## to avoid possible conflicts with other helpdesks? SDP: 8201 SQL: MS SQL 2008 R2 Express Regards lakend
Include "License Name" column on list and when allocating
It would be very helpful to include the "License Name" column on any table where licenses are listed. Right now it only displays the Software name, however this is duplicated often if you have more than one license for a particular product.
SD+ Free install on GoDaddy shared Linux server?
Hello, I have attempted to install SD+ Free Standard Edition on my GoDaddy shared Linux server and I am stuck. Let me begin by saying I am mostly a programmer with no experience with server setup. If my questions are too broad (read:n00bish) or outside the scope of what this forum can do for me just let me know. I downloaded the install binary from the ManageEngine site (Linux, 32bit) and uploaded via FTP onto my shared server. I then logged in via ssh, changed the permissions on the file and ran
Is it possible to add predefined variables available in notification Emails to Service Requests Templates
Is it possible to add predefined Variables into the Subject and/or Description fields? For example as below Subject Field: Request for New Starter $Name Description Field: New Starter Request $Name Thanks
problem with group
dear colleagues, who had faced with such a kind of problem? 1. there is a group of accountants, for instance an accounting department, and the have to manage and fulfil requests but i dont have any will and intention to make them technicians. is that real? 2. if an employee is a technician then can i set the options in the way that doesn't give them a possibility to choose the name by themselves? I want to do ot myself
Request View Permissions
Hello, Is there a way to have a non requester the ability to view a ticket that they didn't initiate and is not in their department?
Logon mismatch with Active Directory
I'm having an issue with ServiceDesk Plus 8216 with Active Directory Authentication. I have AD Authentication enabled, and a domain configured to import users every 5 days. Both of these items are working, but they aren't working together. The user import takes the attribute "samAccountName" from active directory, but our users are logging onto the web portal with their UserPrincipalName attribute. In the attached screenshot, you can see two "Ashley McLauchlin" requesters. The top one is the imported
Configure ServiceDesk Plus for single computer/user
Hello, I was wondering what it the simplest way to configure ServiceDesk Plus to be used for a single computer and single user setup. Only one person will be using this on one computer.
Active Directory UPN Login
Does anyone know how to setup UPN login for SDP?. Adlogin is working fine, but all my users use their email address (UPN) for logging into all resources. TIA Larry
SLA for Service Catalog
Hi, I set the SLA for Service Requests like below. However, it doesn't seem to be assigned to any Service Requests submitted and the Dueby Date for the request is not changed. I don't know what's the problem as this SLA for Service Requests is really different with the SLA for Incidents. SLA for Service Requests submitted from Web Portal seems not working. Really appreciate your help! Best Regards, Nicole
How can i let my clients enter without login to see they´re request?
Hi i have this question. How can i let the clients enter to the service desk without login to check solutions and see they requests? im using 7.6.0 Build 7603. Thanks A lot!!!
Custom Filed as URL
Hello, is the following possible: Create a custom text filed for requests and use this value with an external URL which is shown in the request? For example: i have a text filed with Name : "device ID". After entering a vlaue to this filed i have a link in the request like: http://servername/details?id={deviceID} , where {deviceID} is the value from the custom text field "device ID" Regards
How can my client enter the portal without a login user?
Hi good day! How can i let my clients enter to the service desk to see solutions and the´re requests??? Thank! Im using 7.6.0 Build 7603
My Open Or Unassigned - Seeing All Support Groups
Hello, We are just starting our technician pilot before hopefully going live for our users in the coming weeks, believe I have run into an issue with the Request filter "My Open Or Unassigned". We have technicians who have permission to view all request tickets in their site(s), but are only members of specific support groups. Using the My Open Or Unassigned filter in the Requests tab seems to be showing Open or Unassigned tickets for all Groups, not just the groups the technician is a part
Report on installed software by workstation and user (last logged in would be ok)
Could someone assist me in producing a report on installed software by pc and user. We are running servicedeskplus 8.1 Any advice much appreciated. Regards Craig
Technician Remote Control Permissions
I have set my Active Directory account as a technician however it doesn't let me change the permissions so that I can use the remote control tools as I currently can't do it. I want to use my AD account and not create a new one if I can help it. Any suggestions or ideas how to do it? Thanks! Also... In my assets I have a custom field for "Stock Level" however I can not set the graphs in reports to use the value to give me a representation of the stock levels, is there anyway I can do this? Thank
HTTP to HTTPS Redirect Documentation Typo and Missing Styles
How do I setup redirection from HTTP to HTTPS? http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl2 Minor typo: <web-resource-name>Secured Core Context>/web-resource-name> should be: <web-resource-name>Secured Core Context</web-resource-name> Also, "Go to the folder C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\ AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF Edit the web.xml file and search for the content below and add the lines
PO Name Length
Hi, It seems there is length limitation of the PO name when creating a Purchase Order. Are there any solutions to adjust the length of PO name? We are wondering to use a fixed format for the PO Name but it won't allow us to because it exceeds the length limitation. Best Regards, Nicole
Updating from 8125 to 9000
Hi, We are currently running 8125 in prod and I want to update it to 9000. I managed to update my test version to 8217 with a copy of our prod DB and it's running fine and it's stable. Then, I tried to update it to 9000 3 times now, it takes 3+ hours and at the end it crashes saying Update failed. 1. Can you help me with that ? 2. How do I disable the automatic backup of patch 9000 ? It takes a while to do and it's useless for me. Thank you,
Service Catalog/Service Requests removed?
I am new to ManageEngine ServiceDesk, recently installing 9.0 Build 9002 and obtaining a free license. We are evaluating it as a replacement for our current Help Desk ticketing system. I've noticed that the current documentation doesn't match up with the latest build. Specifically the functionality related to creating a Service Catalog isn't present, although Service Categories are there and can be tied to Incident Templates for the end users to quickly create requests. So basically it seems the
What sslprotocols are Supported by ServiceDesk Plus 9.x?
I wish to perhaps disable TLS 1.0 and enable TLS 1.1 and 1.2 as well as SSLv3, but I don't know what sslprotocols are available to ServiceDesk. I see ServiceDesk 9 has JRE 1.6.0_45 so I think its safe to assume tomcat won't be able to use TLS 1.2 until JRE 1.7 in some future version.
Satus change without inserting comments
In change management workflow, we would like to be able to change stage-status without inserting comments (we do lots of status changes in a day, so we consider that time-wasting). Is there a way? Thank you. Federico.
Change DB type
Hello! Is it possible to change the type of database from MySQL to Microsoft SQL Server? Did not find the answer. Maybe in with backup I can do this?
Synched AD, Now All Techs Are Requesters
I synched with AD and now all of our technicians are logging in and getting a requester view, so no one is able to attend to helpdesk tickets. We can't get logged in for any admin settings to change it. Any body have any ideas on what I can do to get logged in with a technician view so I can reset the techs back to a technician view? Seems like support is on vacation as I have not received any response on my ticket (7043637) or phone calls. I saw the following, but I'm not sure it will help.
Backup schedule will not change time
The time of the backup schema is allways "now" and cant be changed. This must be a bug in 9.0 Build 9003.
Can not start servicedeskplus
Hello All; I installed 2 new Debian x64 latest release servers which 1 is for SDP (SDPSERVER)and 1 is for MySQL (DBSERVER). Both servers are up to date. I've installed MySQL and don't think it has a problem. I completed installation steps of ManageEngine installation on SDPSERVER and connected it to DBSERVER without any problems. On DBSERVER, I can run the following command and there is no any problem. mysql -u sdpuser -p sdpdb -h 127.0.0.1 When I attempt to run ManageEngine as "sh run.sh" , ManageEngine
table auditgroup over 10 millions record
Hello, I found that table auditroup contains over 10 Million of record with only one field "auditgroupid". Can I delete all of them?
Service Catalog Form Designer
Hi, Under Admin->Service Catalog->Form Designer, is there any way that i can make the Resource fields that I added mandatory? We want all the requesters fill in the fields that we require before they submit the request. Best Regards, Nicole
Report per month
Hi Guys, Tried already the custom report but cannot get the desired output. Would like to request if you could give me a SQL query on the following bases below, the report should display the: <Technician name> <Group> <# of tickets assigned to the technician per category> <Total number of tickets per category> <Category (i.e., System, Network)> ...the report should display an output per month. Thank you very much!
No Support Response
On the 17th March I made a support request 7038564 But so far we have not received any response from support at All!. We have only been customers for 4 weeks and I cannot believe this. For a company selling support software, being unable to respond to a ticket is not a good advert for them (or their products). Frank Smith
New requests do not use correct site name
Hi, I have been trying to configure the self-help portal, but when I log requests the site field gets populated with the incorrect site. If I check the requestor details I can see that the site has come through properly from Active Directory but for some reason every new request always places the incorrect site name. I have tried with several different users and haven't had any success. Can someone advise how to get the site field in new requests to pull the data from the requestor? thanks
Now that ServiceDesk Plus is Free (Unlimited Techs)...
1) Will there be any refund/credit for those who recently paid for subscriptions? There is a big difference between what I recently paid and $30/ tech. 2) I'm guess you went this route to compete against the other free IT Help desk apps, but will you also be taking their business model of selling ads? 3) Will the free version be perpetual? I grabbed a licenses but it says it expires in one year. Or is this more of a "One year Demo" (BTW: I would be happy to apply that 'credit' towards getting
Change Workflows in version 9
In the change management workflow in version 9, is there a way you can configure it so that the change manager is not required to approve at each stage of the work flow to get to the next stage? I can understand for larger companies that all those approvals within the work flow stages might be necessary, however in smaller to midsize companies, it might be too cumbersome for a change manager to have to approve a change in 6-7 different times to complete a change. Thanks. Phil
Purchase Order can't be approved :(
Hi, I can create a purchase order, I can work in it, but even as I am the system administrator, I can't approve it:( Do I miss a field or special mandantory operation? Thanks in advance! Regards Philipp
REMOVE SUPPORT TAB
Hi I found some discussion about Removing SUPPORT tab Any progress about it? We have Technicians just replied/communicating with users and they don't need to see Tel Nr of ManageeEngine, Forums, etc. They just need to know if any problems - call to Admin Also the same about FEEDBACK, LICENSE,HELP links at upper right place. Dmitry
Office Serial number
how I can find serial number of MS Office? Service desk finds serial numbers of Windows, but in Office is only product code. We use office 2010 and 2013.
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