SQL Help
Hi, im new to SQL and would really appreciate help with the following, I would like a report made to show me all machines that DO NOT have Adobe Shockwave Player 12.0 installed, the only fields I need in the report is the machine name Huge Thanks!!
SMS server setting in Service Desk Plus
Dear Team, I have two products of Manage Engine as SDP & Desktop Central. I gone through some more products of Manage Engine as Application Manager & Op Manager. Both of the products have SMS server settings so we can put modem directly and fire sms alerts. So can we get the same facility in either of SDP or Desktop central? Warm Regards Prashant Mangal
After upgrade to 9.0 I cannot open Attachments
Last Sunday, we updated from servicedesk plus professional 8.212 to 9.000 (doing an update to 8217 before 9000). Since then, the system has become unstable (servicedesk locks and the web server give us an error) and the attachments on the request cannot be opened. We cannot downgrade to another version (doing a restore) because we do not want to lose all work from yesterday and today.
Issue with Request Closing Rules and Worklog ticked
We set the WorkLog mandatory in Request Closing Rules for incidents, so that our technician HAVE to document the work that they have performed. Often, a request will include 1 or more tasks, and technicians will create worklogs associated with those tasks. The system does not recognize worklogs that are assigned to tasks within a request and will deny the close attempt by a technician, telling him that no worklog exists. As a workaround, in those situations, the technician has to create a dummy worklog
Great ServiceDesk Plus Configuration Book
Hi Al Came across this while doing some Google searching. Spent the $A35 happily and can highly recommend to even the most seasoned administrator. A great mixture of IT Service Management Principles and how to achieve them in ServiceDesk Plus. http://www.packtpub.com/servicedesk-plus-8-x-essentials/book
Update 9.0 failed
Hello i want to update my SDP from 8216 to 9000. But i got the followong Errormessage: Dear User, 9000 migration was stopped as the following managed software are not having CI Type association. Please associate CI Type for these managed software before proceeding to 9000 migration. CI Type association can be done from individual software details page by clicking on the 'Change' option for CI Type. 1. Microsoft(R) Windows(R) Server 2003 Standard x64 Edition 2. Microsoft Office Word 2003 3. Microsoft
restore backup in the 9 SD
I have a question. please tell me: i have a backup of old service desk, how can i restore it in the 9th service desk?
Number of open requests in a given time frame
Good Day! I was tasks with creating a report to state how many open requests (any request that isn't closed or resolved) with in a certain time frame. The issue I'm running into is when I create a Matrix report off of Request Status, I can generate a report with a bar graph that breaks out how many open requests of each status we have which is exactly what we want. The issue is if I wanted to find out how many open requests there were last week Tuesday I can't pull that data due to having to specify
Please help with Module provided in the request is not supported
<operation name="GET_ALL"> <result> <status>Failed</status> <message>Module provided in the request is not supported.</message> </result> </operation>
Setting Up ServiceDesk Test Environment
Afternoon, I am trying to set up a test environment for ServiceDesk for testing of updates and the like I have installed Version : 8.1.0 Build 8110 which is as per our live deployment, I then restored a recent backup which went in without any issues but now the system will not start, I keep getting an error stating "Invalid License File" - any ideas how I can get round this? Thanks, Scott.
is in contract report
When adding an asset to a contract, there is a column called "is in contract". How can I create a report that shows all assets and their contract state? That field isn't available to be selected and I am not sure how to create it with a query. Thanks
Steps of roll back process while patch updation failed
Hi Team, Would request you to please share the steps of "Roll Back" process while latest patch updation failed. And how to roll back\Switch to previous version. Thanks Satyam Kunal
Remote Install agent ServiceDesk Plus
Hi, What location is the remote agent? SDP 8114 Professional Thanks, Mauricio Fuentes
Update from 8212 to 8217 Fails
In attempting to run the update I am getting this error in the updatemanager logs. [com.adventnet.persistence.EEARExtractor] [SEVERE] : Exception occurred while extracting eear :: [.\applications/AdventNetServiceDesk.eear] :: .\applications/AdventNetServiceDesk.eear What is the best solution this error.
Change Management 9.0
Have recently added change management and just upgraded to 9.0. Is there any documentation on best practices in setting this up from scratch? I would appreciate any documentation available. Thanks.
I can't make a manual backup
Hello! Help ме please - I can not do a manual backup (built Postgres). After starting the bat file, I get the following:
Pending request in minutes
How can i generate report about ticket pending time?
Need help with SMS configuration
Good morning, I need assistance setting up SMS notifications. I can see the option under the admin tab/notification rules.... but my question is this.. Is there a way to set up SMS alerts for specific type of request? Here is the scenario. A ticket comes in requesting that a fax line be set up. the request template we have set up for this fills out all of the proper fields (category, priority, group, technician, ect...) I would like to see if there is a way to automatically SMS our telecom tech when
Running a report on non-it assets
Hi, I would like to be able to run a report on non-it assets and show all of the respective detail/fields. Whilst I can run a basic report it doesn't show all of the fields that are assigned to the non-it assets. Please can you advise how this can be done. Thanks Graham
Service Catalog template inaccessible
I recently spent several days working on a service catalog template for one of our support groups and after changing the "Associate groups to template" option to that group (which I am normally not in) I can no longer see the template in admin or the self service portal. I found a similar complaint from about a year ago on the forums but no resolution was documented. I tried adding myself to the support group that is associated with the template but that did not work. Fortunately, I have a link to
ServiceDesk Plus Licence Downgrade
We've got SDP Professional with a five technician licence, but since we purchased this the free version of Standard has been upgraded to five technicians and frankly we're not making enough use of the extra features of professional to make it worth renewing when there's now a free version we can use that will meet our needs. So, how can we go about downgrading our licence to the free version ? We're about to migrate SDP between servers, if we just set up the new server as a free install will we
Specific Technician Doesn't Receive Emails
Hi, We have faced an issue that an specific technician doesn't receive emails after a Service Request is approved and assigned to him, the email doesn't show up in Conversations either so I am sure that the issue is not with mail server side. I appreciate any help on this. Thanks.
change the wording in e-mail to notify to.....
The wording confuses my users they place their own e-mails here thinking they need to. They don't realize this is to keep someone else in the loop Change the wording to Other e-mail to notify or other people to notify. I think it would be more clearer to the avg user whom we all know well you know.
spam filter not filtering on sender
Hello: I have an issue with the spam filter. I wish emails sent from a specific email address to be dropped. I have two rules in my filter. 1. where "sender is" then multiple addresses 2. where "subject contains" with multiple listings. I have an issue where the notification that a job has been closed is being sent to a CC recipient with an incorrectly spelt email address. The postmaster (the address I've listed in step 1 above) responds that the recipient can't be found. This reopens the request.
Can I automaticaly send approvol request to asset owner?
Hi! My case - request access to resourse (server for example). This server add to CMDB. I can create in Service Catalog request form which allow users to select this server. And I want automatically send approval request to server owner (in addition to send to user manager). Its possible in SD+? Im can`t search nessesary field in form designer.
Mac OS X Mavericks (10.9) Support with Scan Script
Hello, As with the folks using Asset Explorer, my SDP Scan Script does not see software on Mac OSX Mavericks. Has this been corrected? As of what build number? I'm still at 8206. Thanks, Brett
Survey Settings - Welcome Message
Hi, I believe i've found a bug on welcome message under Survey Settings. I've changed the welcome message and save, but after that if i click Preview Survey the message that appear it's the default and not new message. I've tried to restart SD+ service but with no luck. I've notice that if i change display language, SD+ translate the message but again, does not reflect my changes. I'm on build 8216 under 64 bit version. Can anyone help on this? Regards.
View unassigned requests with "all in group & assigned to him" group permission restrictions
Hi; We've recently turned on the "all in group & assigned to him" group permission restrictions. This does not allow viewing of any requests where the group has not been assigned. This has two impacts. Firstly, technicians are no longer able to use the "quick create" functionality - as this creates a request with no group assigned - and this is not allowed with their permissions. And These technicians are no longer able to view the unassigned group queue. We use this group extensively for technicians
Technicians Task
How can i view Open and Closed task for Technicians in the system?
Email Notification
Hi, I have currently enable the incoming mail server setting for email fetching in service desk plus. I want to know one thing as per below scenario. 1)User A created a HDR " My system response slow" through Helpdesk managemnet web portal. 2)User A get ack on his email that your request has been logged with ### this ID. 3) Request is landing on the helpdesk group.(which have 3 memebers) each member get the email notification that request land on his group 4)one of the Technician from helpdesk group
Subcategory and Item list are not sorting alphabetically... is there a fix?
We had the Manage Engine Service Desk Plus and the subcategory and Item list are not displaying the items alphabetically. It was on version 8.1.0 build 8127, and we are using IE 10. We thought it could be the compatibility issue so we upgrade the Service Desk to version 8.2.0 build 8200 hoping that it would fix the problem, but it didn't. It's still not sorting correctly. Is there a fix for this? Thanks
SQLException occured while retrieving candidate rows from the master table AuditGroup
Hi, When I try to delete workstation and server asset (I've 4 assets involved) i receive error message FAILURE :Database exception while deleting Workstation. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. Anyone know this problem and can help? In serverout0.txt i have: SQLException occured while retrieving candidate rows from the master table AuditGroup [09:22:17:438]|[01-31-2014]|[com.adventnet.servicedesk.asset.action.WSListViewAction]|[INFO]|[163]|:
Problem with tech groups that has group email
First of all there was a post https://forums.manageengine.com/topic/different-groups-different-emails So didn't fixed my problem. The problem is, I'm trying to reply on request in SDP I've got in CC field sb.support2 (screenshot - 3jpg) - wtf? Why it's there? If I try to change technician from "group 1" with group email assign, to "group 2" (also have group email) SDP+ is going mad. It's starting to generate tickets\requests in "group 1" and "group 2" and this is infinity process. Once it's created
ServiceDesk Failure to Restore Backup
Afternoon, I am trying to restore a backup of ServiceDesk onto our test environment and I am getting the following error: C:\Windows\system32>c:\ManageEngine\ServiceDesk\bin\backUpData.bat '.\setcommonenv.bat' is not recognized as an internal or external command, operable program or batch file. 'java' is not recognized as an internal or external command, operable program or batch file. Any ideas? Thanks, Scott
ServiceDesk replying to itself
We have an issue since upgrading to build 8217. When a request is edited/resolved it emails the service desk email address as well as the user. This causes the ticket to be appended and automatically re-opened. Any suggestions? Couldn't find anything in the admin settings that may have changed.
Ability to Change Items on Multi-Requesters at once
Would be nice to be able to select multi-requesters then set an item common to all. Example: I need to set all my principals to See all requests for their Department. Now I have to open 120 Plus requesters one by one and set this option. Thanks
custom report for archived request
Recently upgraded to 8.2.0 Build 8215. I'm trying to customize a report to identify certain tickets from 2013. Tickets completed earlier than August of 2013 have been archived. I can successfully search the unarchived request. Can I design a custom report that will search and identify certain tickets in the archive? I didn't think it would be difficult but I can't seem to figure out a way to do it?
Asset status automatically disposed if not scanned in last X months.
Hi all, I'm managing a lot of workstation, and I'd like if it would be possible to set automatically to "Disposed" all these workstation that was not been scanned with success in last n month. Can you help me? If it is not possible, I think that could be sufficient to add to the workstation filters a field like "Last scan date", with the more recent value (for each workstation) in the field "audithistory.audittime". With this field, I would be able to filter manually the assets and I could be set
Scanning HP printers
Today i wanted to add some printers to our Asset list in ME SDP. In the past, every printer was scanned and all information was correct. After scanning 2 printers today i noticed they didn't show the correct information in SDP. The same type of printer in an other location was added in the past without any problems. The problems started with the latest changes for scanning CI's. For example, printer added in the past: PRN0017 prn0017.DOMAIN.local HP LaserJet P2055dn CNC173997 Printer added
Migrate Tasks
Hi Is there some way to move tasks between Requests and/or Projects? If not, please could I request something is added - for example, when editing a tasks, a drop down that allows us to move it to another open project or request. This would be really useful where people use the projects to organise their weekly and monthly tasks.
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