permit create solution by technician
Hi I would like know how can I permit to technician to create own solution in ServiceDesl Plus, which role must be assign to technician that enable to do this. Regards, Mahdi
SDP Email Commands don't filter body
Using the email commands @@SDP@@, @@Operation=AddRequest@@, etc... The @@SDP@@ is removed from the Subject, but all the commands in the message description stay. This is really ugly in the incident description. The commands are parsed fine. I just wish they would be stripped from the description like the subject is.
Email template for Announcements
I would like to start using the Announcement feature to send/create announcements letting our users know when a change is being implemented. Currently our process is to send an email to a distribution group letting them know that a change is about to start, and then send another email when the change has been completed. We currently do this using email but I would like to move away from that and just use ManageEngine as all the information is there already and I don't want to have to copy and paste
Close Problem and Resolve Associated Incidents
Hi Is it possible to setup problem management to resolve associated incidents rather than closing? We allow the requesters to close a resolved incident or autoclose after 7 days so do not want the Problem management to close the associated incident/s. I can only see the option to close in the admin section. Regards Mike
Email command templates not Working.
I'm trying to Create new tickets using the email command function. It actually creates the ticket and populates the Template field properly. The problem is that it doesn't create any of the tasks associated with the template. Here is what the actual email looks like: msg.To = desk@test.com msg.From = techguy@test msg.Subject = @SDP@New user request: msg.Body = @@REQUESTTEMPLATE=New Employee@@ @@ACCOUNT=helpdesk@@
SDP stop mail fetching when ServiceDesk email receives Kaspersky Report
Hi, We get daily Kaspersky Anti-Virus Reports sent to our ServiceDesk email at 9am. SDP fetches email from this ServiceDesk email address. The Kaspersky Reports do not have a "sent from" email address. Ever since upgrading SDP to build 8210, the Mail Fetching constantly stops when we receive an email from Kaspersky. This is presumably because there is no "sent from" email address however this has never been a problem in the last builds. The temporary solution is to delete the Kaspersky email
Locked myself out
Afternoon, I am using the Service desk application and it gets the users from AD, i was using the builtin administrator account and after it imported the domain admin account i can no longer logon as the administrator and have lost all the admin features, is there an easy way to either remove the domain admin account from the database or promote it to a tech? or do i need to uninstall and reinstall?
How to use special characters in REPLY_REQUEST in INPUT_DATA description value?
Hi I need to send an email via the REST API using REPLY_REQUEST my description must be such that: (<zs id="1" opis="test"> </ zs>) like the xml format? In the application under discussion is OK, but sent email is empty. So how do you send emai by RESTAPI where the value of description is: (<zs id="1" opis="test"> </ zs>) Regards, Pawel
Cannot run program MSRA
Recently I have been encountering the following error when I try to use remote assistance on a users PC. Cannot run program "msra.exe": CreateProcess error=740, The requested operation requires elevation I was previously able to do this and I can still do this outside of ServiceDesk by typing in msra.exe /offerra <devicename> in to the command line but I am unable to do it within ServiceDesk. I am currently running 8125 and am an administrator within ServiceDesk and also a local admin on my workstation.
ServiceDesk Plus is not working with MySQL 5.1.50
Hello, could you tell me please why I'm having problems with running the app? The screen shot is attached. Looking forward to hearing from you. Thanks. Michael
Deleting assets associated to a PO
I created a PO for IBM Webserver software. IBM licences this software with a 'unit' cost that is based on the processor model, number of cores, number of processors. So I am licensing 6 servers, 140 units each, for a total of 840 units. I entered 840 quantity in the PO, at the per unit cost. Then when I received the items, it created 840 individual licenses in my software inventory. Now I cannot delete either the PO or the assets, as they are associated with each other. How can I unravel this mess
After fresh installation I can't login as "administrator/administrator".
Hey, I installed ME ServiceDesk Plus 8.2 on my external MySQL database, but after I'm trying to log in on the localhost:8080, the "administrator/administrator" or even "guest/guest" doesn't work. Can you help me, please? Thank you. Kind regards.
Some help with a large monthly report.
Hi I understand this is going to be a large report, but I have not got the experience with queries enough to produce and was hoping this community would be able to help. We use SDP across 4 companies (Regions) and each company has seperate branches (Sites). I have 4 engineers (Technicians) and we need to produce a Timespent report for the previous month by Region, by Site, by Technician to cross charge these companies. The details need to be pulled from any of the worklogs available: Incidents, Requests,
Software Manufacturers
Hello Some questions about manufacturer list, how can I delete the manufacturers that don't have software associated? I am using the latest version of SDP, and I am having a problem with "Manufacturers" (mandatory field). These are recognized when a workstation is scanned and automatically added to the database. But it turns out that software manufacturers not always use a standard name, so you will end up with, If I change/edit the name of the manufacturer from the scanned software information
How to add attachment to email notification by API or RESTAPI?
How to add attachment to email notification by API or RESTAPI? Regards, Paweł
Servlet API - can you add a Software Licence record?
I see the documentation for the SDP API shows that one of the actions is "Add Asset" but is it possible to also "Add Software Licence" records through the API?
Assigning a call
Is it possible to track what user assigned a request to a technichian? Thanks Mairead
Track who assigned a call
Is it possible to track what user/technician assigned a call? Thanks
Problem Ticket
Hi Guys, Just wondering how you manage problem tickets. Specifically Due by date. Due to govt regulations we are required to close Problem tickets within 5 days. Had a look at this but couldnt find anything that could automate this. Also sad to say calling the help desk number wasnt much of a help. Just thought i'd see if any of you have had faced similar issues and what workarounds have you come up with. Appreciate any help I can get. Thanks J
Service Desk Plus integration with Lotus Notes Domino
How can I integrate Service Desk Plus with Lotus Notes development envoronment? any one can help please...
Hiding License Page in Help menu in Technician View
We are currently evaluating Servicedesk Plus Enterprise Version. We like the software so far. But due to some security reasons we do not want the license information visible to Technicians. Although Administrator can see this information. Is there any way to achieve this ? If this is possible we will be very much interested in buying the Enterprise version. We have sent mail to support@servicedeskplus.com few days ago but so far they have not provided resolution to this problem.
Unable to close ticket - custom status in tasks
I am unable to close tickets which have tasks that are set to a custom status. The custom status itself is configured to be "completed", and will result in successful ticket closure if used for the parent request itself. Here is my situation: Request-A is open with Task-B as a child. Attempting to set the status of Request-A to "closed" while Task-B is set to "CustomClosedStatus" throws the error: FAILURE :Request cannot be completed. Please fill the following fields -Associated tasks should be
Unscanned workstations disappear from Assets
Is it possible to prevent workstations that have not been scanned (i.e. not on the network) for a length of time from dropping out of the list of Assets? The reason being that some of the asset info then has to be re-entered and software licenses re-assigned when it is next detected. The workstation is still in existence and in Active Directory, but just not been powered on for some time. Thanks.
Technician Productivity Report
I need help with a reporting issue. I cannot see any simple way to do this. What I am needing is to create a scheduled report that shows (in a single report) the total number of requests, problems, and project tasks that a technician has completed during a give time frame. Can anyone show me what I am missing?
Make sub category non-mandatrory
Is it possible to make the subcategory non-mandatory? If so how do I do that? We have version 8.2.0 Build 8205. Thanks
ikernel.exe is missing on uninstall
I am unable to uninstall service desk plus. It throws an error: iKernel.exe is missing. I have rebooted the server, there are no services associated with it running. I have tried going through the CP to no avail.
seeing odd emails to technicians and unrelated history information in jobs
version : 8.2.0 Build 8208 Just lately we have started getting re-opened and appended with requester notifications for jobs that were not closed , When another technician replies to the job. Also it changes the status of the job back to OPEN when it was on an "timer stopped" status This is repeatable ..
Departments not updating in reporting
I'm running a report for Users by department. Some of the users have the wrong department listed. I went in and fixed the departments in Active Directory and re-imported Active Directory and re-ran the report. Same users still have the wrong department. I went into the Requester field and manually selected the correct Department of each incorrect user. Re-ran the report. Users still have the wrong department! Ex: User Rockwood is supposed to be in Global. Active Directory "Organization,
pgsql Vacuum Command
I'm doing some data analysis and query building in pgadmin, and I keep getting the following on different tables. Is this something I should be doing as maintenance, or is this something that SDP should be doing on its own? Running VACUUM recommended The estimated rowcount on the table "tasktoprojects" deviates significantly from the actual rowcount. You should run VACUUM ANALYZE on this table. Instead of issuing a manual VACUUM ANALYZE command on this table (you can use the pgAdmin III maintenance
Parsing body of emails
Hi, Is it possible to parse email based on body of email contents as well as subject that requestor sends? We need to be able to fulfil the mandatory parts of a ticket via parsing of email contents sent by requestor / incident reporter. Perhaps unusual compared to most set ups, most of our end users will not log into Service Desk plus but will provide all the mandatory information on sending such as proposed Priority, Environment, Application / Service etc. related email requests and incidents to
Bullet points don't get displayed on Change requests
We're using SDP Enterprise 8200. When using the Planning and Review tabs, when you use the editor to insert a bulleted list, the bullets do not appear on the page. Also, the textareas are way too small. These should really be much larger--probably the size of the textarea I'm using to post this issue.
NTLM failed redirecting to login page
Hi, When using the Robo Technician password reset template, upon clicking 'Add Request', I am getting a brief message saying NTLM failed redirecting to login page and then the request doesn't change the user's password or close the call. This was once working fine.
Converting an incident drop-down additional field to text
We created an incident additional field and have been using for several hundred requests. This drop-down contains about 20 values that will continue to grow. We have decided it would be best to simply convert it to a text field. Is is possible to convert this field to a text field WITHOUT losing all of the values already in the tickets? Thanks!
service desk plus move to another server
hi, i am trying to move servicedesk plus standard edition version 8.2.0 built8209 to another server. i have taken backup using backupdata.bat file in bin and copied the backup folder to the new server and did run restoredata.bat file and selected the backup folder and the datafile. it completed with out any issues. now i am trying to start the service desk server. it is still going on after 1 hour. i tried to open with servicedesk web client. a command prompt window just popup and closes in fraction
What is the additional feature SDF 51401 added to build 8209?
What exactly does this feature do? SDF-51401 : Any resources of an request can now be set in the request notifications template. Earlier, only the workstation name can be set in the templates. For this, now the variable $WorkstationName is replaced with the $ResourceName in the request notification templates.
User sends mail; email address not matched to his entry; can't see tickets
Hi, Using SD+ 8.2.0 Build 8204 We've set up SD+ to poll a mailbox for support requests. We also imported users from LDAP. What we notice is that when users sent a mail to the support mailbox and afterwards want to view their tickets via the web portal, they don't see their tickets.I then have to go in and edit the ticket and explicitly select the user in the user listing. The strange part is that the address he sent it from matches the email address in his user entry. Am I overlooking something?
How to use special characters in REPLY_REQUEST in INPUT_DATA description value?
Hi I need to send an email via the REST API using REPLY_REQUEST my description must be such that: like the xml format? In the application under conversations is OK, but sent email is empty. So how do you send emai by RESTAPI where the value of description is: Regards, Pawel
Enable "Pass-through" Authentication on Remote Desktop Services
Hi everyone, we are currently using ME ServiceDeskPlus 8.2.0 Build 8207 and have Enable "Pass-through" authentication active. This works fine for Desktop PCs and laptops. However, we have a large number of Remote Desktop Services users too. Can you tell me if Pass through should work on RDS and if so how to configure it to work. Regards, Steve Gray
Restore backup not able to unzip
Hi When i perform a restore in our test environment with a fullbackup made in SD+ 8205 the restore program is unable to unzip it. INFO: rebrandData :: {OPMANAGER={name=OpManager}, PRODUCT={name=ManageEngine Ser viceDesk Plus}, ADMANAGER={name=ADManager}} Extracting backup file.... Please wait extracting backup file java.util.zip.ZipException: zip file too large at java.util.zip.ZipFile.open(Native Method) at java.util.zip.ZipFile.<init>(Unknown Source) at java.util.zip.ZipFile.<init>(Unknown
Migrate Servicedesk to SQL 2008R2 and Front End server
Hello servicedesk, Please provide me with the correct upgrade path to do the following: Currently we have Servicedesk application and database (not sure if its MySQL or Postgress) installed on a Win 2003 machine. We want to migrate the data to a existing Windows 2008R2 server and SQL 2008R2 Server. We want to host the application on a existing Windows 2008R2 Server. I have tried migrating with the help of this topic but it does not work. https://forums.manageengine.com/topic/how-to-migrate-servicedesk-w-sql-2005-dabase-to-new-server
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