Delete request from database
Hello, I have the following problem: because of a misconfiguration of the email server, i have an request that has thowsands of automated replies to it and the database has grown to tens of gigabytes. I tried do delete the request from the interface but the operation times out or the computer runs out of memory. Is there an SQL query that I can run to delete the request? Thank you.
Strange characters in email after version 9 upgrade.
Since we have upgraded to version 9 (build 9000) we have noticed that some of the emails contain strange characters, for example we get: Dear Myke Apples,\r\n\r\nThank you for your helpdesk request.\r\n\r\n Before we got: Dear Myke Apples, Thank you for your helpdesk request. Can you explain why these control characters are showing?
Report Software installed by workstation and filtered by site
Hi Please help me with the following tabular report: workstation, Os installed, software installed (microsoft office), type (managed), asset state (in use) Grouped by Workstation and filtered by Site Thanks in advance Regard
Acknowledge E-mail Cc users by e-mail when the request is closed - Not Working 8009
The above feature does not work. We have to manually add the address to E-Mail ID's to notify which I'm sure you can understand defeats the object of it. Nor is the resolved one. Any help please.
java.exe*32 using 100%CPU
I have ServiceDesk Plus installed on a Windows 2008 STD Sp1 server with a SQL Server 2008 R2 back end. the version on ServiceDesk is: 8.2.0 Build 8208. Now this server is a colne of production which will be used to test our upgrade process. Now when I start the ManageEngine ServiceDesk Plus service the java.exe*32 service take 100% cpu. The application runs for around 10 min then it stops. In production when the service ( ManageEngine ServiceDesk Plus ) starts the java service only uses around
Specialist's last name changing
Good day! A girl has a role of specialist in SD She married and changed her last name. We have changed her credentials in AD. Now in SD she has 2 user accounts - old, where she is a specialist and new, where she is a simple user. Why changes in ActiveDirectory did not apply in SD? SD build 8.217
service stopping after 10 sec
Hello I installed ServiceDesk Pro Trial. System running ESXi 5.0 Virtual machine ver.8. Installed Windows Server 2008 x64 Eng, MS SQL 2005 SP2 Eng x64. Installing the ServiceDesk x64 is successful. Test connect to database - OK. When the server starts - goes out the window with the status of work. At "Application Layer Started" stoping loading. Service "ManageEngine ServiceDesk Plus" not running. 10 seconds after manual start the service, it stoping. In system logs no errors. Attach log files located
Mobile App for BlackBerry 10
Hi, are there any plans for a release of an App (or even a port of the Android App) for BlackBerry 10? We would highly appreciate if you would consider to build an App for BlackBerry. With BlackBerry 10.2.1 you can install APK directly onto the BB device but you can't use it in the work space with BES enabled devices. regards Maik
Oracle Data base
Hi Dears Is there any possible to use of oracle db instead of mysql? Best Regards
How many requests were assigned by me
Hi, I work as a help desk agent and I want to know if is it possible to run a report to help me know how many requests I've assigned this year, Thanks.
ServiceDesk Plus 9001 Released
Dear Users, SDP 9001 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9001 SD-55699 : Actions menu not visible in request list view when the technician does not have request "Delete" permission. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Vasanth ServiceDesk Plus Team
DueBy Date
Hi I am using SD 8217 When picking up a request the service desk throws an error as follow: *** Technician assigned but is unavailable on this request DueBy Date ... Thnx
SDP not fetching the correct Display Name of the requester
Hi, We have deployed SDP 8.2.0 Build 8214. The Requests sent by users with an AD forest do not fetch the requester 's display name correctly. To illustrate: 1. We have many domains (abc.com , def.com, etc.) within our AD forest named xyz.corp 2. SDP fetches requester's display name correctly on a domain abc.com like "lastname, firstname" 3. SDP displays the requester 's name as requester@def.com instead of "lastname, firstname" In case of def.com domain SDP is populating the requests sent by the
Can i search for last logged in users
Last Logged In User : bertaa is there a possibility to search in assets for last logged in users. From the search menu ? Tried everything, but can't find it. Some users travel around at different computers and I want to see where they are logged in at when I have them standing near my desk. Users never know where they are sitting... And don't remember the asset tags.
Scheduling the AD user / Asset scan and inport at specific time of the day.
Hi there I have question that as current way to schedule "AD scan for users" for instance is only a single tick box and number of interval days. As I never know when it is actually scheduled. We would like to be run this in specific time of the day such as close to midnight. Is the any way to set the time of the day to be run those scheduled tasks?
Memory utilization in SDP 9
Hello, I performed the update to version 9 of the SDP. Now server memory is at 90% all the time. The java.exe process uses 3.5 GB for a server with 4GB Need urgent help. Thanks in advance. Newton nbrandao@ipt.br
List View customization
Hi All, Find below the list of features which have been taken up for the next release. The next release is expected by the end of September ( just 8 more weeks to go ). 1. Active Directory Authentication 2. Custom Report Generation 3. List View customization We have installed the latest servicepack (12) but we can't find this option? Should there be, or do we have to wait till next servicepack? We like to change the view in the request, and put a collum 'location' for example.... Thnx!
Time removal on some reports
Hello, Is there a way to remove just the time on some reports. For example, the contracts report. We don't care that the contract is expiring at 23:59:59. We know that it expires end of day so this is redundant. Can you please tell me how to fix this. We are running version 9 and MSSQL.
Variable operational hours for weekend help desk working days
Our help desk hours of operation are reduced during the weekend (much like adventnet). Within the configuration of operational hours within SDP, we would like to configure reduced hours for friday, saturday, and sunday.
Custom Icons
Hello, Many of our users are unable to distinguish the difference between an 'incident' and a 'service request' when using our self service portal to log a request. Despite help text sitting beside the large icons on the portal homepage, we regularly have service requests logged as incidents - maybe because it's the first icon they see. To reduce this problem I decided to track the source image of the incident icon and replaced it with something that was obviously to be selected when something
Need a query please.
Need a query please, i have some additional fields for requester that are in Georgian language, i have listed all information i need from query. Request created time, subject, mobile, რეგიონი, requster, job title, ქალაქის ტელეფონი, ფაქტობრიბი მისამართი, email, employeeid, userlogin.
How do I associate a task type to a service request template?
How do I associate a task type to a service request template? I have created a task type (User Creation) and a number of different tasks (create in AD, assign to security groups,set print permissions, etc). What I want to do then is associate this "task type" to the request template so that all the associated tasks get attached. As far as I can see you have to add each task individually. There are some task types which are common to several different requests and it seems strange to have to create
Admin changes
We are currently using 8.2.0 Build 8217 and would like to know if there are audit logs available to track what changes have been made to any of the config settings and by who. Is there anything readily available?
Duplicate request
We have multiple email enable support groups and sometimes users will send a message to one group and CC another. This results in duplicate tickets, one in each support queue. Subsequently, each group starts work on the request, unaware that the other group is doing the same. How can this be prevented? Thanks, Dave
Add new Service Field to select an existing user (requester)
Hi, Let's say I want to let an authorized requester request a VPN access for another existing requestor. How would I go about that? I cannot find a suitable Service Field or customized field. It is not acceptible to reverse the role using approval, this is how we need to do things. Another example would be to notify of a job termination. regards, Olafur
Can not log into Service Desk after Restoring backup
Hi , Incorrect username and password after restoring backup , migrated from mssql to mysql, restored backup successfully but username and password does not work , tried a lot of things from forums, resetting password with query, did not work.. any suggestions?
SQL for the first interation on a Request
Hi everyone! I'm trying to create a report (SQL or Tab "Reports") to bring me first the interation on a Request (the first time a technician contact a user, respond a user or close a request). I believe this interation can be made by two forms: 01 - In "Request" Tab, when send email by "Reply" or "Forward"; 02 - In "Resolution" Tab, when status is changed to "Closed" or "Resolved" and the request is saved. With the help of a profiler I've verified some things: When we use the option "01",
Work log report help
Hi, I'm trying to understand how we can create a reliable daily report of time spent for our technicians. They are having the problem where they add a Work Log on a call for the previous day (including start and end time) for example, 1 hour. This time is not added to the previous day but is added to the current day in the report we run. We just want to report on time that the technicians have added themselves to the worklog, regardless whether the call is open, resolved, closed etc. Under the
Exporting Purchase Orders to Quickbooks
Good afternoon, I'm wondering if anyone has ever needed or tried to export information from Purchase Orders in ServiceDesk to Quickbooks. We would like to explore that idea. I believe that, if we were to build a report properly, we could export that report as a CSV (or even schedule a report to email a CSV to a user) who could then import the information from that CSV to Quickbooks. The report would contain information about PO's that had been approved in the past 24 hours. I'm imagining would
SLA report by Account
I would like to produce a matrix report of requests closed within the last month for a particular Account by Priority and Category showing number and percentage of requests closed within sla and outside sla. Is this possible?
AD Authntication Not Working
Hello! We have recently implemented ManageEngines's Service Desk Plus in our test environment and connected it via Microsoft SQL. Scanned all the computers and other assets and also imported all the domain users by performing a domain scan by providing the proper credentials. Finally mapped the workstations to its respected owners. We then enabled active directory authentication, but with whatever domain user we try, it tells us wrong username or password. Now our domain is called xxx.yyy.zzz its
SLA based in Service Category does not works!!
Hi Friends I have a question for you. At this time, We have installed SDP V 9.0, and we are trying to organize all the workflows and services. We have a Service Category named Applications, but when we try creating a SLA based in Service Category, the associated request don't has a SLA assigned. How can we fixing it? The goal is getting that created request through Service Catalog takes the SLA from Help Desk Customizer, but no take it from the SLA Service. Thanks for your help. Regards
Report - all requests with a particular title
Hi I would like to be able to report on all requests raised with a particular title im using MSSQL thanks Russ
Need an expert Advice about PostgreSQL/Mysql/Mssql , which one to use?
Hi there everyone, i'm thinking about which one to use for (Faster) Performance , i will have around 1000000 requesters, maybe more and around 500+ daily requests, need an expert advice which of those database i should use to avoid performance issues and work faster in Service Desk plus application. Thanks!
SLA can be chosen per ticket, in the template editor.
Sometimes I create a special SLA for a specific template. Then I have to go into the SLA and generate the search criteria, contains this does not contain that ect. This SLA search is great for broad spectrum but to me it seems easier to have this as a drop down field to choose the SLA from SLA's created. Many tickets do not have SLA's but in the same category we will have a few templates with different SLA's this requires multiple SLA's with different search criteria.
Upgraded from 8.1 to 9.0, still stuck at max 2 technicians
We performed an upgrade of the free version of ServiceDesk Plus 8.2 with a max of 2 technicians, installing 6 service packs to bring us up to version 9.0. The purpose of the upgrade was to increase the max technicians from 2 to 5. After the upgrade, the software still shows a license for 2 technicians, and when trying to add a 3rd technician, the software does not allow it. How do we get the maximum to bump up to 5 technicians? Thank you.
Report for requests raised by user
Hi I would like to report on requests raised by a particular user. im using MSSQL please can you let me know if this can be done thanks Russ
Reports are not displaying characters
When i go for reports in chart, 3D pie or line or whichever, i get strange symbols instead of actual letters. attaching screenshot.
May I know what is the name of field for "SMS Mail ID" by which it is stored in Data Base in MySQL
May I know what is the name of field for "SMS Mail ID" by which it is stored in Data Base in MySQL Sample of my field is shown in GUI.
attach document
hello how can i attach a document to the scanned softwares
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