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 Tickets completed earlier than August of 2013 have been archived.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.
import from CSV monitors and assign a resource
Hello I wanted to import a csv file monitors. When importing I choose user or department but I can not find the resource to which it can be assigned. Is it possible to add a field assignment to a resource when importing from a CSV file? Now I have to manually assign monitors and the large amount of equipment I'm losing a lot of time on this. Regards
Servicedesk Plus SSL move to another server
Hi I have now tried for a week by reading all the guides I could find on how to move SD+ to a new server. I have the latest build 8217 on both servers (live with SSL and certificate installed and a new one clean installation with the same build 8217). After taking the backup on the live server, I copy the full .data file to the new server (which is working fine). I shutdown SD+ on the new server, run the restore.bat under ...\bin. Restore completes without any errors. Now when I start SD+ again
Can't Copy/Paste from Clipboard into editor using IE since 8217 upgrade
Has there been a change to Service Desk Plus from 8213 to 8217? I upgraded to 8217 (from 8213)over the weekend and now I cannot paste images from the clipboard into requests, changes, solutions, etc. This used to work. When I try to right click in the body of the editor using Internet Explorer, Paste is grayed out.. This has been working for many months. Chrome and Firefox work fine. IE 8 and IE9 produce the same result. We use this extensively and unfortunately using different browsers in our
Ability to prevent requester from viewing the Resolution
We would like to have the ability to prevent a requester from viewing what a tech inputs as a resolution. It would be enough for the requester to just get a generic response letting them know that their ticket has been resolved. Thanks
Licence removal
Hi, i am interested how to remove existing licence from Service Desk Plus to revert it back to demo/trial
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SDP 9.0 Beta Registration
We are coming up with the SDP 9.0 beta. We acknowledge that the release is getting delayed, but you can be rest assured that this time is fully utilized to enhance the product quality. Users who are interested to test and provide their valuable feedback, please register through the below URL, http://www.manageengine.com/products/service-desk/sdp-beta-signup-form.html Features in SDP 9.0 release includes... 1. Change Enhancement 2. Software Enhancement - Suite License Management 3. Multi Currency
Exporting information/System Reports
Hello, Is there a way to export data or create a report for the following: -Accounts -Sites -Requestors -Technicians We need to enter this information into some of our new systems for company reporting. Thanks.
SQL 2008 R2 view creation
Hi, I would like to create an SQL view within my SQL 2008 R2 console in ServiceDesk database. I can see that there's already one called "sdp_DateDiff". Is it ok if I create other ones, will it not be erased in case of an upgrade? Thanking you in advance for your reply. Cédric
Template Categories
How do you setup Template Categories? Right now all our Templates are showing up under "Other" when requesters log into the self server portal. Thanks
Custom fields for tasks
I'd like to see user-definable fields for tasks. I'm coming from the project management side and have data in tasks that I'd like to be able to track, sort, and filter. Additional dates, customizable categories, and even free form fields that the administrator can define would be helpful at the task level.
how to add a logo on the survey email
Hello to all. I am using the ServicesDesk Plus 8.2.0 build 8215 I would like to enter the company logo on the survey e-mail, what step I have to follow to do this. Thank for your help.
Rejecting Ad-Hoc Support Requests Sent to ServiceDesk Plus by Email
In some environments having a support email account that users can simply email their requests can be a real headache. You tend to get all sorts of random requests and it is a real drain on the technicians to classify and find the 'real' issues. In some situations it would be preferable to have end users log their request via the self-service portal but have all subsequent communications regarding a valid Request by email. So how do you keep the advantages of being able to use the email features
API Key section missing
We are starting to play with the iOS and Android versions fo the client for Servicedesk plus, however we have one technician (ME!) who cannot generate the API Key because the API Key section when editing a technician is missing, aka not showing. There is an entire section missing... Logon details is missing, Role managment is missing and API Key generation is missing. Screenshot can be found here: https://copy.com/YGU3gSYyopPk I can't insert a screenshot here because your forum software does not
Multiple company support. Help!
I'm looking for some advice on how to handle the following scenario: We support multiple clients - mostly banks and credit unions. We could receive an email ticket from multiple end-users, all tied to a single company. How would I tie multiple 'requesters', to a single 'company'? I want to be able to query to get all tickets for ABC Credit Union, which could include requests from a variety of individuals. I have not found an efficient way to handle multiple requesters for a single organization. Is
Is there a report that would generate work log details?
Need a report where i can get the work log details. I have not found away to do this. Thanks, Mark
Resolved Problems not Auto-closing after 3 days
I'm using ServiceDesk Plus 8.2.0 Build 8208. If I mark a problem as "Resolved" it doesn't auto-close in 3 days. It works fine for incidents but not for problems. Is this a setting issue or is it working as designed?
Automated Removal of AD user accounts
Is there a way to set ServiceDesk to automatically remove disabled AD accounts from the Requester list when doing the AD import? If this is on the roadmap, what is the ETA on having this implemented? It is a pretty important feature as we need to manually perform this task on a regular basis.
Extra username and password prompt before actual login?
Hey guys, I'm not sure this issue is due to: 1. A hack 2. A security update 3. The fact i upgraded to 8.1.0.7 recently The problem? Since a few days everytime i browse to my Servicedesk-site (locally installed on server), i get a additional password box: To be clear: Annuleren = Cancel in Dutch If i type in my username and password, no effect, the box keeps popping up again. I tried with and without the domainname... so, eventually i press Cancel on this prompt, and i'm brought at the home login
Auto-Email replies from SDP
Is there a way to select certain requesters from receiving reply emails from SDP. We have a few monitoring applications including OpManager which logs a ticket when trhesholds are met. When the ticket is created, SDP sends a notification to OpManager that the ticket has been created. OpManager does not have its own email address so Exchange then sends a reply to SDP that the user does not exist. The reply from Exchange is then sent to the technicians also. This is creating a lot of extra emails within
Tickets automatically being reopened
If I close a ticket, I will get a response that tickets was closed. A few minutes later the ticket is reopened. I don't know why it is being reopened. Nobody is replying to the message. Ideas?
Notifications/Status Update Request
Hello, We would like to request a feature within ServiceDesk Pro. We will be having scenarios where incidents will be created, and will require the assigned technician to provide status updates (notes?) after certain periods of time have elapsed, similar to the SLA type features. Example: - User Submits Ticket with Severity 1 (90min) - Ticket is assigned to Technician. - After 20 minutes the technician should get prompted or receive some type of notification to update the ticket with a note - After
technician-request
Good day, colleagues! I have a question for you, If i'm a technician and have made several requests, then when I'm making myself a guest my request made as a technician are disappearing. What should I do?
Windows Server Licencing
Hello, I am looking for the best way to manage and report on Windows server licencing in SD+ We have a mixture of server versions 2003 Standard 2008 Standard 2008 R2 and 2012 R2. We currently have more instances of Server 2003 installed than we have 2003 licences for, however we are covered from a Microsoft Licensing point of view as we have more than enough Server 2008 licences to cover them. Likewise 2008 R2 and 2012 R2. When I run the Purchased v Installed software report it shows under licensed
Custom Report for Assets
Hello, I hope someone may be able to help. I am looking for a query report to list all assets including the following fields: Purchase Date Purchase Cost Product Type Asset Name Serial Number Location Site Asset State Many thanks Paul
enable / disable depending on your technical work shift.
I can create a table for each technician hours depending on the shift having that workweek? I can disconnect a technician assigned to one incident for a few hours or one day? Thanks
Duplicate Requestor
We had an issue with our email server and since then, we have duplicate requestors with different login IDs. The original lists their AD profile/user IDs. The duplicates have their email address listed as their sign-in ID. In addition, a large number of Dist Lists also came over as Sites. I went through the entire list of Requestors and deleted the duplicate entries that were wrong and did not contain all the information (Site, Dept, etc). When I view the list of Requestors, there are no duplicate
SD trial error
Dear, i'm trying to install and evaluate the latest sd version. I can install it but when i start the service, appears scrren and in the blue line the steps that are executing. after 30 minutes there are dots without starting the program. what we can review? I'm using a windows 7 32 bits computer and sqlserver express 2012 to evaluate it. spd
Single Sign-On Issue
Hi, I've found about this issue a few months and I need your help. Many users in company have been facing the login issue that SDP shows a 'j_security_check' error on IE (7-9). Some computers can fix by updating some registry keys (LmCompatibilityLevel, NTLMMinServerSec) but some don't work. Do you have any ways to help me solve this issue, please? Thank you
How to Import CIs with used by EmployeeID
hi all, how can i import assets/CI's with used by Employee ID, currently it takes requester name, if matched it will assign to requester, else it will also create new requester and assign the same. what happens if there a spell mistake in requester name or if we have more requester with same name, Simple Question. It can be possible to link with Employee ID ? with regards, Anand
Technicians in each Support groups
Dear, SDP Support Team I found a way to check what's the Support Groups of the technician they are associated. By clicking Admin->Support Groups->Select Group that I need to check then I will see Associated Technicians in each Support Groups. It's very useful for my audit stuff. But my problem is when I need to check all of Support Groups, I spend a long time to perform this task. Could you please create a query report that show all technician in each Support Groups. Thanks for helping me Best
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