error
hello i'm having this error when adding/editing a support group and the support group cannot be deleted type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
ServiceDesk Plus 8213 Released
Dear Users, Hotfix 8213 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Existing customers, kindly note, that the upgrade to 8213 can be done only over builds 8212 New Features in 8213 SDF-50501 : Option to configure multiple credentials for each subnet in Network scan. If a subnet has Windows, Unix, VMWare and Network devices, different credentials can be configured based on the protocol (WMI, Telnet/SSH, SNMP V1/V2
not modify predefined fields in incident / request templates
I would like that if a field is marked as 'requester can view' in a template, the requester cannot modify it.
8213 features
hello i didn't notice any changes in this feature, can you please explain SDF-47663 : To select the Required Access permissions for the role , selection in access permission is fine grained
Projects: Time spent report
Hi team Is there any plans to allow "time spent" reporting from the projects module? Can this be prioritised as it is leaving a major whole in my teams KPI's for time recording. Cheers. Ronekzus
How to change $SurveyLink in survey
I am change service desk application server, but my survey is showing old server link in survey. Thanks Kishor
Template change
Hi there, Is there a way of changing the reply template to only include the person's first name not their full name. The template has this $RequesterName as the variable. We currently have to manually delete the person's last name as it is more user friendly. Regards, Greg
Software scan
hello why when i scan software it only show date install but not show time?
ServiceDesk PLUS integration with OpManager Unable to fetch values from ServiceDesk Plus
Unable to fetch values from ServiceDesk PLUS. I do have a current support request but I haven't heard anything since yesterday, I figured I may get some assistance from here while I wait. I would like to get this back to working condition as soon as possible. Servicedesk (DNS NAME)= Crest-NOC (Server Name) = 180.200.100.30 ServiceDesk PLUS is running on port 80. OpManager is running on port 8060. This was working until recently, no changes made. I am running the latest version of both applications.
import request
Hello I’m having a problem importing requests, it’s not taking most of the values that I mapped in the excel file What could be the problem
LDAP connection to FirstClass mail server?
Has anyone used LDAP connection to a FirstClass mail server? Having issues with establishing a connection. Thanks
How to send request to the general manager?
I've got a problem. Some time I need to send the request that can't be solved to the general manager for review. How can I do that? I don't need to approve, I just want reviewing by general manager.
Notification Rules > Reply Template > E-mail signature and cursor appearing before content
Hi, We are having a problem that the e-mail signature and cursor always appearing before content. As personal signature is always appearing before the email content, I am now using the $Technician at the bottom of the email. However, the cursor is showing before "Hello $Requester Name" and we need to manually move it to start typing anything. And also, there are blank spaces before "Hello $Requester Name" which makes the format uncomfortable to read, and we need to manually delete them either...
Start ServiceDesk Plus Error - centOS
Dear I need your help, when I want to start ServiceDesk Plus 64bit on 64bit Centos Installation Folder / opt / ManageEngine / ServiceDesk Error message: (Oct 29, 2013 7:45:18 PM), Install, com.installshield.wizardx.actions.LaunchBrowserAction, err, java.io.IOException: java.io.IOException: konqueror: not found STACK_TRACE: 10 java.io.IOException: java.io.IOException: konqueror: not found at java.lang.UNIXProcess.<init>(Unknown Source) at java.lang.ProcessImpl.start(Unknown Source) at
Notification Icon stays even when in the ticket
Hi, the little notification icon (bell) could be improved. The exclamation mark does not disappear when I go the manual path into the ticket which the notification will try to get me notify for. Please see attached three screenshots where I go in the request manually. To get the reminder removed I still have to click on the icon. Kind Regards, Per
Exchange 2010
We are looking to migrate the account we fetch mail from over to Exchange 2010 from Exchange 2007. Are they any pitfalls I need to be aware of, or services that need to be restarted after the migration? Thanks...
Editing the backend
I recently joined this organization, and we use ServiceDesk. The guy I replaced was the guy who set it up. I would like to know how to edit the mysql database that ServiceDesk uses. I am able to access the server that it resides on, but I don't know what program to use to make changes. In the past, I used PHPmyAdmin to make changes to my databases, but I don't think that is installed on this server. So what can I do to make changes?
Users - Additional fields from Active Directory
Our company is really a group of seperate companies that is served by single IT-department. We need to identify the companies requesters belong to in ServiceDesk Plus. For this, there is a standard attribute in Active Directory. SDP already imports some (Phone, Department, Job title, Mobile, Site Name, E-mail) but we also need additionla ones. E.g. Company and Manager -fields. It would also be good to have field that we could name freely. Is this possible? It would be really usefull for us. Regards
Business Rule - place in group not working
I have a rule. If Department is "Department Name" assign to Technician "Tech name" and place in group "Group Name" The Assign to Technician is working fine but Request isn't getting placed in the group. I Have one site with 120+ Departments. Thanks for any help
Database Question
Does anyone know if things like the status of the Mail Fetching service is stored in the default MySQL database? My goal is to get the status of this via a script but the API doesn't expose the Admin module. Any info is appreciated!
How can i automatically associate incoming incidents to an open problem
Hi guys When we create a problem this Problem ID is sent out to relevant business affected users. If the have the problem they included the Problem ID in the incident request subject they send in (via email) Is there a way i can have SD automatically associate this incident to the problem and set the request status etc. I am aware i can use business rules for the latter but have yet found a way to do the former. Any suggestions would be great Thanks
SDP - No method for cleaning up archived work orders?
I have a running installation of SDP (8.2.12, Windows server 2003, MS SQL server 2008) where we have been archiving work orders. My installation has become unwieldy due to the number of archived work orders, inline images, and attachments. Enraged by having to wait through a 30-hour FORCED internal backup to get from 8.1.21 to 8.2.12 due to the large size of my installation, which I DO NOT NEED (app directory is backed up, so is my SQL server database), I reached out to support to improve this
Vendor List
I have been tasked to update our ServiceDesk Plus, and maintain it with all of our information. I spent hours updating our Vender List only to find out, that none of my technicians can browse this list. It would be nice to have a tab across the top with a link to a list of vendors that I entered on the Admin tab > Vendors. Or maybe a link to it under the Contracts tab. Just anywhere that one of my techs can look up to find the full contact info for a vender. Even on the Contracts tab, for a contract,
Export information of clients
as can be exported to an excel clients and their respective information in the Service Desk?
Replying to a Request will not allow image insert
Using SD Plus ver 8.1 build 8106 under Notification Rules > Replying to a Request > Customize template we are trying to create a signature with a Company logo at the bottom of a standard reply (global use). Text, hyperlinks, values all work, but we cannot add a small JPG or GIF in Rich Text HTML format. Signature images work fine for individual users in the personlize section signature setup but the goal here is a common gloabl reply with signature which includes company logo. Anybody else had
Adding department automatically
Hello! As far as I know, Service Desk API can't add departments. Can I add departments directly throught DB? I use queries: SELECT MAX(CIID) + 1 FROM CI; INSERT INTO CI (CIID, CITYPEID) VALUES (...); INSERT INTO BaseElement (CIID) VALUES (...); INSERT INTO DepartmentCI (CIID) VALUES (...); INSERT INTO DepartmentDefinition (DEPTID, DEPTNAME, CIID) VALUES (...); This creates the department. But when I try to open a department error occurs (HTTP Status 500). After editing of any department the error
HTTP Status 500 when completing survey
Hi all. When users try to complete a survey on ServiceDesk+ Enterprise (version 7.6.0 build 7606) they receive the following error: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException org.apache.jsp.survey.SurveyDetails_jsp._jspService(SurveyDetails_jsp.java:190) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
Adding additional fields to Service Caterlog
Hi. I have created an additional field called Brand. This is to capture differing information per person that is not held in AD. I have created as a pick list multiple options. Have set as mandatory for the requester. When they log a request and it has been resolved i cannot close the request as it says the field cannot be left empty. This is not the case and the field has been chosen. Can some one advise how this can be overcome?? Thanks
Quick Create - Add Field
can i change the quick create field so that a required field is assigned technician or if the technician logs in and creates from the quick create it automatically assigns that technician. basically we would like to be able to use the quick create option, but dont like how it is unassigned
Upgrade to 8212 may have broken API Attribute "requesterEmail"
We have an app that has been submitting tickets to SD+ for several years with the attribute "requesterEmail" to set the requester. The app uses a technician account called "Self Service" to submit via API. But after upgrading to build 8212 yesterday, the requester is now being set as the "Self Service" account, rather than using the "requesterEmail" value we're sending. Nothing has changed with the app submitting the API attributes. Is anyone else using the API value "requesterEmail"? If so, have
Active Directory Integration Username or Password incorrect
I have recently installed SDP 8.1 build 8119 on a Windows 2008 server. The server is associated with a domain and can communicate with the domain controller. I have successfully imported the users from AD and have enabled Active Directory Authentication. However, when I attempt to log in using an active directory account I receive an error saying "Username or Password is Invalid." I have confirmed the username and password is correct and I have also confirmed the user has permissions to log in to
Double up email all email recipients
Hi, I've got a strange issue with some tickets. E.g. attached screen shot. When I click reply, the recipients emails get doubled up. The ticket is not merged or anything similar. I checked the original email in the inbox (copy kept) and they are all in there as single, so no double typos ether. Latest version 8213 is installed on Linux and I just restarted as well. Kind Regards, Per
Total Time Taken in Request->Worklog is wrong
Hi, there seems to be a bug/miss calculation with the "Work Log Details" In Request see attachment. The bottom calculation "Total Time Taken" seems to be calculated on the visible items. As we have have in some Requests more than 50 entries, the drop-down box would even not allow us to quickly review the "Total Time Taken" without creating a report for the Ticket. Please see attached screenshots. Software Version : 8.2.0 Build 8212
problem privacy
hello i created multiple support groups in SD+ and it provided the privacy i need for requests, but technician can still access problems and changes from other support groups, so how can i prevent this from happening
Reporting To field clearing after AD import
Hello, We are seeing an issue where we had to manually add each user's manager to the "Reporting To" field as there doesn't seem to be a way to import this. The issue is that when AD auto updates the field gets cleared. Is there any way to auto populate this field or prevent it from getting cleared when the AD updates?
contract invoice
hello how can i add an invoice of the contracts i made, like internet service for example, so that it can be showed in reporting thank you
Report: Open Tasks on Active Projects
Anyway to link not just the Projuct ID and name but also the Project STATUS, so I can run a report of open tasks relevant to projects in a certain set of Status' (such as OPEN vs. Scheduled)?
How to link Purchase module details with CMDB module thru machine serial/tag numbers?
Dears, I would like to link my purchase module details with CMDB module which is very helpful to us and less time consuming to update. I am hoping to do the same thru machine serial/tag numbers which is automatically detected by the CMDB, I just don't know where to include the same in my Purchase module so that CMDB module will capture the details and publish the information automatically. Many thanks, Dawood E.A.
Adding services in a Service Category under "Service catalog" does not display added services.
Hi, I have noticed a strange problem. Here is my situation. Installation Details: Service Desk Plus - Enterprise edition Location in : DMZ OS : Windows 2012 R2 STD.(Virtual Machine) Backend - SQL Server 2008 R2 Location : Behind Firewall Log into ServiceDesk Plus (Enterprise edition) as admin Add a "Service' under the "Service Category" in "Service Catalog". Make appropriate changes and save. Go back into Service catalog the newly added Service is not listed. Logout Login as a local admin (not
Original Email styling stripped
Hello, When we receive emails into our helpdesk system, it looks like it strips all styling that was on the original email. This is especially noticable when someone submits an infopath form that has check boxes, radio button, and a people picker field. The buttons become symbols, as do the check boxes. The people picker result is completely stripped out and added as an attachment. I was wondering if there's some backend option that we can enable to keep all original styling so this problem doesn't
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