ServiceDeskPlus on Centos 6.4
Trying to install SDP on centos 6.4 fresh install. The install process stops after "Preparing Java(tm) Virtual machine" and nothing happens. Can anyone help please? below is the output from the console: [root@sd ~]# ./ManageEngine_ServiceDesk_Plus.bin -console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ...................................
Template Projects
Hi; One of the great benefits our support desk see in the projects section of the new release is handling repetitive mini-projects. The obvious scenario in our business is creating and supporting a new staff member. They need equipment, security access, domain access, application access, training etc. Most staff have unique needs, but most of their requirements are generic. In our environment the responsibilities for each of the tasks to get a staff member going are not achievable by a single technician.
Issue with SLA Report - MSSQL
Hi We have used below report to show us the Response and Resolution SLA this Quarter as per a previous forum post. After the latest upgrade to 8211 we get some weird figures that I believe is not correct. Both Response SLA and Resolution % is the same and it keeps on being the same everyday. Priority % Resolution Overdue % Response Overdue % Resolution Met % Response Met Low 1.709401 1.709401 98.290598 98.290598 select pd.priorityname "Priority",CAST((sum(case(isoverdue) when 1 then 1.0 else 0.0
Password, logging in credentials
Just downloaded manageengine service desk for eval, trying to login using credentials on screen, ie administrator and password administrator and it says incorrect .. great start any ideas anyone ?
How to Rename a report?
I have found that when I build a report, I cannot go back and rename it. The attached image is of a header for a report. I did not specify which tech it was for when I started it. Now when it is auto generated the only way I know who it is for is by the title of the email it comes in or by drilling down into the data. How do I edit this? I have also noted that I cannot save\copy a report as a different name. It does not use File management logic. ie: save open report x as report A. I would expect
ServiceDesk connection problem
Hi, everyone! My ServiceDesk Plus sudeenly stopped working. I was checking a request from one of my clients and suddenly it crashed. The connection was reestablished but now, when I want to read a request I got this error: Any idea of how to solve this issue?
Highly Available Servicedesk
Is there a supported configuration for making ServiceDesk highly available by putting it behind a load balancer?
Importing assets with "Expired" status
Hi, I'm importing a lot of assets using csv files. I'd like to import assets with Status "Expired" instead of the default status ("In Store"). How can I do this? Is there a configuration file where I can modify this setting? Thanks and best regards, Sutot
T-SQL - Select and change
Hi All, We are running service desk plus 8.1.0 Build 8101 on SQL 2005 I need to create a query that does the following... Select all tickets that have a status of either "resolved" or "closed" and have a group name of "group name", then alter the group name to be "different group name". I am not sure which tables I should query for the data, please can somebody help? Many Thanks G
Single Sign On Login Issue
We have enabled SSO and its working fine on in LAN if we mention ithelpdesk but when we try the same using ithelpdesk.xyz.com it does not work . While it's in the same domain xyz.com Server alias is configured as ithelpdesk .xyz.com in service desk can you please help
purchase order
hello i create a purchase order for some asset components and receive the items it wont get assigned to the wanted site and i've to enter it manually and that a hard job when i've a large quantity how can i solve it?
Problem when trying to update version 8201 to 8212
Dear, When trying to update the servce Desk Plus 8201 to 8212 is giving the following error: sorry, uninstalling is not currently supported I've tried all versions 8202 to 8212 and all give the same error. How can I solve this? Attached the logs generated. I appreciate if someone help me.
On-Call
Has anyone had any success setting up a business rule that automatically assigns tickets submitted after hours to an On-Call Technician? In our organization the on-call technician rotates every week between 4 - 5 individuals. Thanks
Where is the list of all CSV formats for import into SDP?
Hi, I am looking for a reference document that lists all the formats of CSV files that are used to import data into SDP. like Users, departments, catalogs assets etc. If you can point me to the link with the info it would be really helpful.
Tickets "On hold" change to "Open" when they receive an email answer
Hi all, I'm using SDP 8.2.0 (8208), and when any ticket has the status "Onhold" and the client answers the ticket sending an email, the ticket automatically change its status to "Open". I'd like to know if it's possible to change this functionality, I'd change this and when this happens, change to another status that I have, not "Open". Thanks for your help! Regards
Will the updated Change Management module support multiple approvals?
We have some specific workflows for some changes that we would like to incorporate into SDP. One of them is software changes (we develop in-house software). We currently track these using Requests which works well. We submit these to multiple individuals so the approval process is perfect. However, when we create a new software change, we associate the change w/ all of the requests. However, we need the ability to have multiple approval workflows. For example, we will submit the change to the business
Recovery Problem after Crash of SDP Server
Hi everyone, Our SDP Server crashed a few days ago and we're trying to install a new server. We have got backup files which has extensions as ".data" . Our server was running on Windows 2008 R2 x64 Enterprise Server and the db was MySql. Build was 8.2 with 8211 build number. Now, we have installed a fresh copy of Windows 2008 R2 x64 Enterprise. We have downloaded the latest version of SDP (8212 build) and installed it with the MS SQL 2008 Std Server config. (We have realized that there was
BackUp Scheduling
Hello, We are using servicedesk plus 8.2.0 Build 8212. I have enabled the backup scheduling everyday and it is working fine. On configuring i got this query. Example: I have scheduled the backup everyday at 10 AM.On the same day at 5 PM my server crashed .I will be taking one hour to bring back the server alive.I can restore the servicedesk with the backup taken at 10 AM and the data after 10AM - 5PM is lost. Is there any possibility to schedule the backup in hour basis ? So it will save the amount
Send a reply template from business rules
We have a number of standard responses we would like to send back to users when they log a service request. I can't see any way of doing this in the business rules - am I missing something? Essentially what we want to do is, for example, if somebody requests a printer PIN then it logs the request and sends back an email advising them how to log in to the printer portal and change it themselves then auto close the ticket.
User that is active directory is not in manageengine service desk
Hi User that is active directory is not in manageengine service desk. The user was created a long time ago in service desk, but he was first added as a contact. He was then added as a user, but that was also quite a while ago. Regards, Marek
Enable "Pass-through" Authentication V2
Good afternoon. Earlier "Pass-through" Authentication worked without problems! Now it does not work! The request to developers to lay out the step-by-step instruction how to start this function or to correct the mechanism that "Pass-through" Authentication it was easily adjusted!
Error while upgrading "Some default product types [Printer] is not available"
Hello, while upgrading from 8027 to 8100 got the following error: "Migration has not started as Data is Improper. Some default product types [Printer] is not available. So please contact the serviceDesk Support team" run the following query: select * from componentdefinition Componenttypeid;Componenttypename;;Description;Resourcetypeid;Resourcecategoryid 1;Computador;;Computador de Secretária ou Tower;1;2 2;Portatil;;Computadores portateis;1;2 3;Impressoras;;Impressoras;1;2 4;Digitalizador;;Scanner;1;2
Multi currency
Idea for Multi currency to use in ServiceDesk plus(Purchase, Asset cost and depreciation, Contracts...etc), the currency rate updated automatically from internet (Bloomberg, Reutures,..etc )
Trouble Migrating from 8125 to 8200
During my upgrade from 8125 to 8200 the process eventually ends with the following message: "Sorry, uninstallation is currently not supported." What log files can I provide to try and troubleshoot this issue? Thanks.
Hotfix 8212 released
Dear Users, Hotfix over 8200 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html ServiceDesk Plus 8.2 ReadMe New Features in 8212 (Released on: 17 September, 2013) SDF-52310 : Group Notification - Notify the selected Technician in the group for the following operations of the Request. PickUp Assign Merge Link\DeLink Problem Associate\Dissociate Change Associate\Dissociate Add\Delete Attachment SDF-52415 : REST API support
Failure when trying to update from 8203 to 8212
Hi, When I am trying to update from build 8203 to 8212 I am receiving a failure message and having to rollback. I have attached the logs so can someone please take a look for me and let me know what's going on. Regards, Damien
Notify about new Announcements
can we send a e-mail if a new a Announcements is made :?:
delete resource
hello when trying to delete resource in service request designer i get "cannot delete, asset in use" how can i find out what is using it so i can be able to delete it
Problem on Task Link in notification email
Dear Support Team, My customer using SDP 8.1.21 and facing the problem about the link in email. Technicians who have assigned the tasks and get the notification email but when they click the task link in e-mail, they see the log-in page which not complete pages as in the attach image (while the incident link in notification email is okay). please help to solve this problems. Best Regards,
Scan on Startup
We've installed the agent in a workstation and it was successfully added to the CMDB by scanning the IP of workstation. Scan at System Startup is enabled but when the workstation is restarted, it doesn't seem to be scanning the workstation and the Last Scan Date is still the time it was added to the CMDB.
View Requests by specific Requester doesn't work
When I go into Admin>Requesters and click on a Requester; then click "View Requests", it never shows any requests by that requester. No matter which Requester I select and click View Requests, it says "No request found in this view". Am I doing something wrong? Please see screenshots below.
Pass-Through enabled but still getting logon page
I have pass-through authentication enabled however users still get the logon page. The system successfully created a computer account in the domain and I get no errors when enabling this. I have also added the URL into the Intranet zone in our IE settings. Any ideas??
Request ID - Can I customize this?
Is it possible to customize this? It started at '300' on our system but I would like to be able to edit it to so that it starts with the year. is this possible and where can it be done, if so? Many thanks.
ServiceDesk Web
Can there be a single sign o to the web client. Does the user always have to enter credentials
Replies to tickets not received in system
All replies that are sent by the user to service desk (replying to e-mail conversation) are not showing up in the conversations. Also the technicians are not receiving e-mails that someone has replied. We have started and stopped fetch. there were no error logs stating any issues with fetch. The e-mails go out they are just not seen when they come in. I have checked exchange and there are e-mails sitting in the service desk mailbox. (i assume fetch delete these when picked up) Not sure where to start.
Backup failed
Hello, I'm processing an upgrade of our environment from 8109 to 8212. The problem is tha we're unable to perform backup of the 8121 to 8200, below is the error: Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) =======ERROR = *Invalid object name 'ARC_ServiceReq_1801'.* Query = SELECT max(W ORKORDERID) FROM ARC_ServiceReq_1801 ERROR = *Invalid object name 'ARC_ServiceReq_1801'.* java.lang.Exception: Unable to get the data from [ARC_ServiceReq_1801]
Change Popular Solutions area
Hi, I want to know if is possible to edit the Popular Solutions at the home page:
Querying history of Servicedesk from database using T-SQL in SQL Server
HI Team We use ManageEngine Servicedesk as our ticketing tool. I want to get a report out of the service desk in which I need to know any request on which I have ever worked upon. Whenever a request is assigned to us or we forward it to other group, each activity is stored in database and is available under history tab of the request. Can you please let me know what is the name of this history tab table in database and which columns are used to store information of technician who worked on the request.
can't delete resolution no matter what the request's status is
I did a test: Guest submit a request Administrator open the request details (status stays open) click Edit button, put some text on Resolution section and click Update request button confirm that the text is visible under Resolution tab click Edit button, delete all text under Resolution section and click Update request button the previously entered text is still visible under Resolution tab under Resolution tab, click Edit icon delete all text and click Save button a pop-up box appears with this
ID Field changes in Changes Module
Hi Seeking for the historical registers, We found that the ID field had changed, from a value of 1964 to 2247 immediately. We want to know what's the reason of this change and how we can correct it, for to avoid confusions whit the registers. Also, we have examined the data base and it presents the same trouble. Attached at this message, I send you a screenshot with the issue in question. Thanks for your attention. Best Regards. Diego Castro. Bogotá D.C.
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