Problems enabling pass-through authentication
We're using SDP Enterprise 8214 on Windows Server 2008 R2. We're currently using Active Directory Authentication. We decided to give the Pass-through Authentication a try. We've tried to enable it but have been unsuccessful. This is the error we are getting: FAILURE :Unable to access the Active Directory with the credentials specified for the domain. Please check if administrator user name and password is configured for this domain from domain details page. The error message doesn't link to a specific
Need to change LDAP server name
Hi, We got a problem with your Service Desk. Recently, we have changed our network infrastructure. In the process, we have changed our LDAP server name. Now, we can't login to Service Desk and change the server name. I tried to reset admin password through mySQL command line. But didn't work. I still can't login locally. Is there any config file which save LDAP server name - so I can't the name manually? Please let me know. Thanks.
Application Hang on startup - 'Application Layer'
Having used ServiceDesk Plus in the past I'm trying to convince a client to switch to it. So downloaded the latest Windws x64 version. Ran the installer. Started the Server....this then hangs at 'Starting Application Layer' Ran run.bat and get a login error for the SQL account, which is odd as I can log directly in to SQL with this account and do all I need to do. Ran ChangeDbServer and change the SQL password to the same as I specified in the install and it tests fine. Hit save, and receive a load
Email issues
My email settings are working, somewhat. My fetch works perfectly and crates tickets on an inbound email. The ticket then emails out the info for the newly created ticket to the requester perfectly. But whenever I go to reply in the ticket or run a report and email it I get Failed: Mail sending Failed. No error number or info that I can use. Anyone know how to correct this? Service Desk Plus 8.2.0 Build 8206
Satisfaction Survey results and ratings
Hi I enabled the satisfaction survey about 4 months ago... lovely..! But the satisfaction level summary and the ratings dont actually make any sense..?? what happened to the good old % of..???? so out of 100 you scored say 10% (in other words 'Rubish'...!) I need to put some stats into a presentation for the partners of the firm but I cant with the current way it reports.... can you explain or help...
A new HTML editor
Hi . Is there a chance to replace the HTML editor ? Is it possible to put the in the editor icon right to left? Thanks
Asset Managment - Product Type greyed out
I'm not sure why but "Firewall" under Asset Management is greyed out and I would like move some In Store Assets to the Product Type. I noticed under Description "Created in Migration", not sure what this applys too. Can someone please shed some light on this for me. I attached a screen shot below. Thanks in advance.
Problem for scanning thinclients that the system operating was installed from an image
Hi, We have in company some thinclients (nearly 50) that the system operating was installed from an image (Windows Embedded Standard 7). We have an thinclient that was scanned correctly. When I try to scan a second and the software (Service Desk) identifies that the operating system is the same (like a symatec ghost32 image), it changes all the information about the first thinclient. I don't know why it happens, but in my opinion it is the cause of problem . Last year, I realized that this happened
ServiceDeskPlus: Unable to update user logged ticket?
Dear ServiceDesk Support, We are using ServiceDeskPlus8 for more than 3 years... This morning user logged a tiket 15657 and ours helpdesk agent found unable to update the tickets, please refer to attachment for more info... Please help to advise the root cause, fixing and how to prevent this in future... Let me know if any further information requires. Thanks! Regards, gary
Issue with SPam Filter "Subject begins/end with"
Currently running ServiceDesk Plus V8.2.0 Build 8215. When I define a rule for the SPAM filter, and the rule is "Subject begins with" or "Subject end with", the rules toggle every time you save. So every "Subject begins with" becaomes "Subject end with" while every "Subject end with" becaomes "Subject begins with". You can sit there pressing "Save", watching them change each time. Brett Bridger Senior Systems Engineer St Vincent de Paul Society NSW, Australia
Tasks in the Request
what is the concept of tasks? how to implement it? can i use it for example to create a request and add few tasks, then no one can close the request before all the tasks been completed? or it has a different use? and how to tell the request that the task was completed?
Problem with scanning thinclient
Hi, Currently we have registered in the group "workstation" all computers, notebooks, servers and thinclients of company. To improve the organization we want to separate thinclients of "workstation" and add in "thinclient" option. I changed an computer to thinclient (admin - product option) and when I scan the error message appeared: FAILURE: Database exception while updating Workstation. : Duplicate entry for key Please report the problem to your system administrator. The support file uses the
How to add a software product to a PO?
Hi, I'm trying to add a software product to a PO. That product is not already in the list, so I've to create it. So, I click the 'Add new product' button. In the windows that pops up, I choose 'Software' as Product Type. The I have to choose the software to add, but the software I want to add is not listed. This is a mandatory field, so I cannot go on and add the new software product. I tried to add the product under the Admin section (Asset Management -> Product). In there I can add new managed
Additional field types
Hello guys, This has been asked in the past, but it's been quiet about this for quite a while. It would be nice if we could see an update on this. We can add in some additional fields through the Configuration Item Types: We would really like to see some additional fields here (if possible): Hyperlink field (true hyperlink, clickable) Picture field (not as attachment, but directly visible image in png, gif, jpg formats (most used web formats). Imagine you have to manage 30+ different mobile phones/smartphones,
Allow multiple email addresses per Requester
Allow for one or more additional email addresses per requester. Allow multiple email addresses Allow selection of a primary email address Allow technicians with appropriate role right the ability to manage email address attributes for requesters. Use case: Assumption: SDP is configured to not allow request creation from email addresses already defined by a requester email address. As a Requester I wish to submit requests via email from any of my approved/associated email addresses As a Technician
Make a field manditory based on a non-manditory field??
All: I'm looking in Service Desk to have a Incident Template have Field A as non-manditory but if Field A is populated, then Field B and Field C are now marked as Manditory. Does anyone have a recommendation as to how to accomplish this? We are using Service Desk Plus 8.1.0 (build 8121) Thank you in advance.
Import additional field Manager from LDAP
Hi, I tryed to import the field Manager from LDAP. It seems to be impossible automatically, so I'm trying to update it from a csv field but I don't know if the procedure update the existing records(users) or insert a new ones. Can you help me?
Can't start SDP 8.2
Help me plz. I did Install SDP 8.2 with not MSSQL.When i run ManageEngine ServiceDesk nothing happens. run CMD as Administrator: C:\ManageEngine\ServiceDesk\bin>run Could not locate C:\ManageEngine\ServiceDesk\bin\\run.jar. Please check that you are in the bin directory when running this script. Press any key to continue . . . C:\ManageEngine\ServiceDesk\bin> help plz.
business rule on subject doesnt work
hi have created a business rule 'subject' begins with 'text' if match it should move the ticket to group XYZ but doesn't work is there a problem with the 'begins with' parameter ? Other rules do seem to work
@@REQUESTE-MAIL=xxx@xxx.com@@ is not working
Hi, @@REQUESTE-MAIL=xxx@xxx.com@@ is not working. The ticket is always created with the e-mail address from which the mail is sent. Any solution? Best Regards, Gerardo Cortés
business rule on subject is not executed.
Have made a business rules 'subject' - 'begins with' - 'some text' is criteria is met , it should put the ticket in a specific queue. However doesn't work
Business rule criteria not being saved when it contains more than 1 email address
Hi support, We have a major issue when saving a business rule which has more than 1 email address in the criteria. Example: TO contains recipient1@company.com => the business rule is saved correctly. TO contains recipient1@company.com,recipient2@company.com => these criteria disappear after saving the business rule! Is this a known issue? It occurs in SDP 8.2 build 8213 using any type of browser for any account having the SDAdmin role, both in test and in production. See request ID 6981992
Adding groups security to Change Control
SDP Team, We have other departments outside of our IT department that use SDP for managing request. To make sure these other departments only have access to their request I have created a technician group and role for each one. In the role settings I have selected the option for them to only be able to see items in there group or assigned to them. This has been great but now we have a second department that wants to use the change control module. Using the same method I notice that they are
Auto Assignment of Requests by logged in Technician
I am looking for an option to assign requests in SD Plus based on the status of the technicians. I do not see an option in the criteria that can be selected in settings for auto assignment and neither I can see an option in business rules. Please advise how to achieve this at the earliest. Thanks Kaladhar
Picture in email template
Hi, How can I put picture in notification email body?
How to set up two email accounts in ServiceDesk Plus?
We are planning to expand usage of ServiceDesk Plus to different internal groups but they have different email addresses. Please advise how to set them up. In other words, can we have different email addresses set up per site?
Bind ServiceDesk to IP?
Hi. I've found the option and ability to bind the ServiceDesk website to a specific TCP port but not to a single IP. The server we're running on has IIS running on port 80 bound to a different IP but it looks like when I configure ServiceDesk to use port 80, Apache tries to take port 80 on all listening interfaces. Is there a way to bind it only to a single IP? Thanks!
Adding the Manager Field as an Additional Field
I have created an Additional Requestor field called Supervisor and want to link it to the Active Directory field "Manager". From what I've read, the attribute should be "manager". But when I select it and reimport, none of my requestors are updating with their Managers.
time series report - closed/open at each month
Hi, I am trying to create a report that will graphically represent the number of open and closed tickets of each month for one whole year. For example January: open 30 closed 420 February: open 21 closed 320 Where my current report fails to show at the end of each month the number of active incidents. I have added a screenshot and the query SQL Query SELECT wo.WORKORDERID "Ticket ID",cd.CATEGORYNAME "Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT
Can't create request for a exact user
When technician created an request for an exact user that have quotes in name ex: Albert "A" Sayapov the incident didn't created and error is shown: "You cannot create a request for this user. The user belongs to a site for which you do not have access" But when I rename this user from: Albert "A" Sayapov, to: Albert A Sayapov request is created successfully! This bug is still in 8214 build (I've found it in late 81xx) My version is 8215 When you'll fix it?
Service catalog and incident template
can any one explain to me please what is the difference between creating a new template in Incident Template or create it using the Service catalog? when I need to use any of them
Problem ID's and Change ID's not following in succession of ticket numbers.
Why doesn't problem and change ID's continue on with Requests and Incident numbers? Is this by design? If it is do you have a document that we can follow to reset the numbers to something we specify? We use SQL. Thank you in advance. Peter
IE 10 Bug
List boxes shown multiple values in series under IE10:
Can a request be added to current workflow?
If we have workflows set up for approvals for specific requests and a user logs a generic request instead of using the service catalog, is there a way to add that request to the workflow for approval without having to reenter the request using the service catalog?
Stop change requests been sheduled for certain dates
We have certain dates when we do not allow change requests to be scheduled such as over the Christmas period currently, these enforcements are manual it would be great if we could somehow add these dates to the service desk scheduler and not allow planned Change requests to be scheduled for these dates. We also have some other rules such as a change request cannot be performed the day before the technician goes on holiday, we already add technicians holidays to the scheduler. The final rule
Archiving and Closed Status
When an archive run is being perfomed, it appears to only be pulling tickets with the status "Closed". Is there a way to make it archive requests that are completed, including Closed - Duplicate, etc.
repeated groups and departments when generating reports
i'm getting repeated groups and departments when generating reports
Technician showing twice
I have a technician that is showing up twice in the technician list when assigning tickets or projects. I looked at the technician list under the admin tab, and he is only in there once. Any ideas on how I can clear the duplicate? Thanks, Jason Levine
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.
Dear Support Department, I have installed AdventNet ManageEngine ServiceDesk Plus Version : 5.5.0 for test base but i am not able to configer gmail email id please provide me solution because i want buy ServiceDesk Plus latest version. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Server Name / IP Address * User Name * Password * Email Address Email Type POP IMAP * Port * Fetch mails every Minutes
Inactive requestors
Is there a way to hide inactive requestors or employee's no longer with the firm from the requestor list without deleting them?
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