Changes modules FAQ
Hi At this time, in the changes module, the approval status is not being changed when the recommendation is approved by owner. I wonder what's the procedure to follow for update this status when approval is carried out. Thanks for your attention. Best Regards. Diego Castro Bogotá, Colombia.
Cert Error when pasting from clipboard
Hi, Running into a strange issue with build 8205...when we try to paste data from the clipboard into the "Description" field of an incident, we receive an error "Failed to validate certificate. The application will not be executed." "Name:" is shown as "PrintScreen." The extended Java info is here: sun.security.validator.ValidatorException: PKIX path validation failed: java.security.cert.CertPathValidatorException: java.security.InvalidKeyException: Wrong key usage at sun.security.validator.PKIXValidator.doValidate(Unknown
Adding "description begins with" Spam Filter
Hi, I noticed an issue when trying to add a "description begins with" spam filter. Once I add the filter "description begins with ...", it shows up properly. See below: But once I click save, it changes "Description begins with" to "Description ends with"... I've found that after doing this, I can add a "Description begins with" filter again, and then it keeps after saving. But then I have a "Description ends with" and a "Description begins with". I am using SDP Version 8.2 Build 8211
edit scan script
hello how can i edit the scan script ae_scan.vbs so that i can set manually the IP of the server that will receive the data
Custom Field Label Translation into Russian
Good day, I have a number of custom fields configured for service requests in English and would like to translate their labels into Russian. Is this possible? I know that data entered in the fields is untranslatable, but I would like to have the labels change based on selected language. I've looked in the Admin > Translations and can find the custom labels in the English search, but I cannot seem to figure out how to add a Russian language translation for them. Any help you can provide would
Work Log Report
Hi to all, I was wondering how to create a report for Work Log (By Technician and By Group) having work logs from Requests, Problems, Changes, and Projects (that are open or closed) for a particular date range. The reports available are taking into consideration only requests. As I understand this could be possible with a custom report. My problem is I do not have the necessary programming skills to create one. I am using Servicedesk Plus Enterprise 8.2.0 Build 8207 with the integrated MySQL
Clean up workstation scan history display
Can we get the Workstation scan history display cleaned up? We get LOTS of lines that never ever change.. it displaying HUNDREDS of lines that show "Scan Status : SUCCESS (No Changes)". I don't care if the status doesn't change on a sucessful scan.. I only care about then things change. Can we have an option to hide all the sucessful, no changes scans?
Problems with button, with new install
Hello I have just installed the free version of this software, and I have having some problems with the button, as well I click on them, nothing happens. So, the new request, close, pickup etc etc, all do not work what so ever. Can anyone help? Thanks Andy
Service Desk is unable to send mail to any other domain ID, other than configured domain mail ID
Hi All, I am facing a problem regarding mail server on service desk plus. Actually I have installed service desk plus 7.6 version. and I configured it abc@mymail.com( just for example). Now I can received ticked, and send mail to any people in mymail.com but unable to send or forward the same mail to other that mymail.com users say for example xyz@gmail.com. Is any one can help me in this regards. Speedy solution is appreciated. Thanks in Advance With Best Regards Mrityunjai Kumar
support transportation
hi i have a quastion : is there any way to support transportation system of my company with the servicedesk plus? i want to define all part of the cars and all of the support that needs by these cars , something like carwash , changing oil and etc... .is there any way and is there any company that use the software as a support transportation? thanx
Migrate Service Catalog from TEST instance, to PROD instance
hi, we have here 2 instances of Service Desk, Test and Prod. is there a way to migrate a service catalog, o template from test to prod?? thanks! Pablo.
Revamp of Categories, Sub Categories and Item
Dear support, I am preparing to update the Cat, Sub cat and item fields within my ME installation in order to have a completely new set of data. My most pressing concern is whether the changes that I make to ME will overwrite the old data. Secondly is it possible to perform such a task using an import (e.g. from a CSV) and if so do you have any resources on how to accomplish this? Thanks in advance,
Project management module enhancements
We're using SDP Enterprise v8200 and so far we're impressed with the project management module. I would like to make some suggestions: Streamline the way we view and manage tasks. When you click on a task to view it, I feel like I get a little lost inside the project. And it's a little confusing to get back to the main tasks. You can't click the back button brings you back to the project's Details tab, so you have to re-click the Tasks tab. It would be nice to close a task without having to open
SNMP poll, please post your experiences
As it seems I am the only one that has posted a problem with snmp, I either assume that it works for others or no one else uses/cares about it. It also seems this is not a priority for SD team, even though they have acknowledge to me that it is broken. So if anyone cares to answer, please do. 1. Are you able to scan and have SD remember SNMP only devices (printers, routers, firewalls,whatever..) 2. If so, are the devices set to "public" for their community names. 3. If so, is your version an upgrade
Active Directory not view able.
We have used the same account to pull users from AD into ServiceDesk for a while now with no issue. However we recently realized that new users are not being imported, so looking at the AD import section, everything looks fine, I go to import and SDP doesn't show me an containers from my AD to select. Hitting refresh has no affect. I even tried using my own Domain Admin credentials to import and still the same thing happens, nothing is showing up in the list to pull from.
Grant users access
How do you give users the ability to create a ticket or make a request for help
Arabic user manual
Can you provide your customers with user manual Document with Arabic version ??
Error when server starts
Hi When I try run Service Desk Plus Server, I obtain this error: No se pudo encontrar C:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This evaluation copy is valid for 28 days Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused: connect); - nested throwable: (org.jboss .resource.JBossResourceException: Could not create connection; - nested throwabl e: (java.sql.SQLException: Network
Create Request View for Request Logged Today
How can I create a view of requests raised today, i.e. filter out any older requests? This view will need to work every day without changing the "created time" filter each day.
SD update from 8110 to 8212
Dear sir or madam, we are trying to update version 8110 up to 8212 in the following way. 1. Update Version 8110 with updatemanager.sh to version 8121 by package ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0.ppm 2. Run full backup of updated version 8121 with backupdata.sh. 3. Install ManageEngine_ServiceDesk_Plus_8121.bin apart. 4. Restore backup data from point 2 on newly installed version 8121. I must say we succeeded so far. Then we are trying to do the same way to update version 8121 to 8200.
UK/GB locale version?
Hello just wondering if there is a UK/GB version of the ServiceDesk Help desk or of we cam make the necessary changes? As it stands we have fields for Sales Tax, State, Zip code which are incorrect for our region and we would like to change them to VAT, Region and Post Code fields instead. Can we make this change? Kind regards Zoaky .
Broken Attached Image in description after editing ticket
I'm having an issue (that only occurs sometimes) but is a pretty big nuisance. A requester puts in a ticket with an attached image; I then go in and edit the ticket in order to set the request details (without touching the Description). After saving the edits I made to the request details, the image in the description doesn't save properly. And when I check on the History of the ticket, I can see that it says the Description was changed from ".... [image]" to ".... [broken image]". Please see
Site A request to be notified to some specific Site B users and the users be able to view this issue from Site A.
Hello, I am checking the following possibility Site A request to be notified to some specific Site B users and these users be able to view the request from Site A. Is this possible? For example. Site A: requester raises a complaint/issue 'issue1' against Site B; Site B: group of users ( say user1, user3 only out of user1, user2 & user3 users) of Site B be able to view this issue 'issue1' of Site A. Is this possible please. For me it appears that there should be a some way if not direct solution.
Wont start after a restore
Hello I have just reinstalled on a 2012 server and everything went fine until i restored the last trimmed backup. (cause the full backup wont work at all) It then wouldnt start again. When i use run.bat i get error : AdventNetServiceDesk [FAILED] I have removed the "C:\ManageEngine\ServiceDesk\applications\extracted" and still i get the same error. I have tried several older backups and taken new ones but it all ends in the same error. Both the old and new program are the same version/build. (8.2.0
Service Desk Asset Scan Issues
We seem to be having an issue with your asset scan. It works as expected with the agent installed, but when running a manual scan from the web interface we fail. Error message given is "FAILURE :Failed to communicate the agent." Service is running and has been restarted, and no firewall issues are effecting this. It seems to run in one direction only, from agent to server but not vice versa. Has anyone experienced this issue before?
Undelete ticket deleted by technican
Hi! One of our technicans has deleted a request. How can I restore it? Between creation and delete was no backup made as this happens the same business day. In the system log I can see it was deleted but no option to restore it. What can we do? Dennis
Robo Technician Issue
Hello, We are currently on a trial using Robo Technician, it seems pretty straight forward to set up but we have experienced an issue where we are unable to use the password reset types: Typed Password Same as Username Blank When we use these it throws an error: FAILURE :Password reset failed. Unknown/Unexpected Error occurred OnFailure Tasks were executed successfully. With the random password one, if its selected it does appear to reset the password but on attempting to enter the password again
Asset Templates
If I want to store the number of keys of a keyboard with an additional field called 'Number of keys', and I have created 'Keyboards' and 'Hard Disks' as components, then the user will see 'Number of keys' when creating a new hard disk, isnt that awkward!!? I strongly hope you can make something with this issue in the next release of SD+ (8.0?), it is really a must to have such feature. for every component or product (asset) there should be a way to define their own additional fields without interferring
Email Commands Help
Hello, Our team is new to ServiceDesk and we are coming from Spiceworks. Most of us rarely had to go into the actual Spiceworks system since we could do most everything via email commands. In Spiceworks, I could simply reply to a new ticket notification email and it would automatically assign me as the tech for the ticket. In addition, I could reply to any ticket and simply put #close in the email body to close the ticket. If I understand Email Commands in ServiceDesk correctly, I have to make
SDP - Report Features - Generate a report of ticket "History"
Is it possible to generate a report to include changes that have taken place in a ticket such as a change to "Status", "Priority", "Group"........? Is there a query that has already been created? If not, can one be created? Thanks
Mysql's Version
Hello! We are using the lastest version of ServiceDeskPlus but with a old version of Mysql. I need to know what is the lastest version of Mysql approved and supported to work with Service Desk Plus. Best Regards. Miguel May
servicedesk firewall requirements on windows 7
We've deployed windows 7 computers now and having a hard time scanning them. I've looked at a couploe of posts and it seems to be not consistent. one is to turn some open up some firewall ports and i also see a post about ipv6 needs to be tunred off. is there a easy way to get these changed pushed out?
Report time spent including projects
How can I create a report that will include time spent on projects as well as changes, requests, problems?
Attachments sent in escalation ticket to external group not received, replies not appended to open incident
Hello, We have several external parties who we would escalate to. When sending test tickets, despite having the external email address listed under the relevant support group, clicking "assign" and choosing this Support group does not send ticket and attachments to the group. A work-around is manually forwarding the ticket, however any reply from external support group is not appended to ticket (requestid in ticket is not amended by external party) and any attachments are also not added. This is
Data Restoration
Hello, I've tried to restore database after installing a new version of service desk plus but I've faced of this error, could you please advise? Microsoft Windows [Version 6.1.7600] Copyright (c) 2009 Microsoft Corporation. All rights reserved. D:\Users\jandriam-ext>c: C:\>cd ManageEngine C:\ManageEngine>cd ServiceDesk C:\ManageEngine\ServiceDesk>cd bin C:\ManageEngine\ServiceDesk\bin>changeDBServer.bat "========================================================" "" "Usage : changeDBServer.bat --console
Display issue with SDP iOS app
We have an issue where text that is entered for description/Worklog/Notes is sometime displayed incorrectly. By incorrectly I mean it displays the HTML formatting. See attached image. We even have one ticket with two Notes where one note is displayed correctly and another incorrectly. This occurs on IOS 6 & 7. This displays correctly on all other platforms.
Unclean shutdown of previous run
Hello, I have one server with the following : lsb_release -a LSB Version: :base-4.0-amd64:base-4.0-noarch:core-4.0-amd64:core-4.0-noarch:graphics-4.0-amd64:graphics-4.0-noarch:printing-4.0-amd64:printing-4.0-noarch Distributor ID: CentOS Description: CentOS release 6.4 (Final) Release: 6.4 Codename: Final and java -version java version "1.7.0_40" Java(TM) SE Runtime Environment (build 1.7.0_40-b43) Java HotSpot(TM) 64-Bit Server VM (build 24.0-b56, mixed mode) I installed the
ServiceDesk 8200 Worklog
In the 8200 update to ServiceDesk. There is no view to see the worklog descriptions anymore. Being able to view the running worklog is important. Is there anyway to get that back in the new release? Thanks, Mark
Cannot delete a site
Hi, I'm trying to delete a site, but the following message appears: "Site cannot be deleted as it is being used by a module" I verified that there are not requests, tasks, assets or anything else associated to this site. Can I delete it using these queries? delete from sdorganization where org_id=12345 delete from sitedefinition where siteid=12345 Are there rows in other tables with informations about sites that I have to delete too? Many thanks and best regards, Sutot
Is there a limit on how many Services per Service Catalog
I can't seem to get any more than 9 services per Service catalog category. Is this normal? Regards e
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