Problems to add assets in a contract
Hello to all, last weekend we have updated SDP to 8207 build. Since this update, we have experience problems to include new assets in the active contracts. Sometimes SDP doesn't allow to find assets and take more than 15 minutes to show "search panel" after click "add" in contract. Sometimes SDP stop suddenly and we need to restart service to work again with application. This is a part of log when server go down: [13:59:39:404]|[07-01-2013]|[SYSOUT]|[INFO]|[31]|: here inside Login.jsp---->| [13:59:39:404]|[07-01-2013]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[31]|:
Stuck on Application Layer Started pls Help
Stuck on Application Layer Started pls Help Hello. I was unable to install the ServiceDesk Plus 8.2 appropriately. I have installed it on Win7 and WinXP. Run the application C: \ ManageEngine \ ServiceDesk \ bin> run.bat and all services up correctly on both OS run_bat.jpg The result of run.bat When I try to open the application in IE http://localhost:8080 not show any information. Run the application of C: \ ManageEngine \ ServiceDesk \ bin> changedbserver.bat and can connect successfully to the
Windows Domain Scan
Good Morning... We have SDP configured to scan the domain nightly. The scan picks up new machines and new software, but when a machine is taken off the network the scan doesn't pick this up. The machine and software remain in inventory, this makes it difficult to track software. How can we configure the scan to remove items that have been removed from the network?
Updating Service Desk 8201
I am having a problem which has been logged on ticket number 6858930 relating to not being able to update service desk. This issue has been closed without being resolved by a technician and I still can't update to any version later than 8201. Please advise.
How to bind request with problem
Hello guys, We get SD+ trial ent 8.0 and we need to bind a request created from catalog template to the problem. And when i try to make it i didnt find this request in "attach" search list.
servicedesk opmanager integration
Dear Support! We have downloaded the ServiceDesk plus (8.2.0 Build 8207) and installed the OPmanager (10100). Both of them running well, I have integrated the servicedesk plus in opmanager. The integration succeeded, when I generate an alarm in opmanager, a ticket has been created in servicedesk. It is ok. But, when I clear the alarm in opmanager, the ticket’s status in servicedesk does not modifiy, it is still open. So our aim is if there is an alarm and a ticket, when the problem has been fixed,
Stored Procedures
Hi I'm wondering if its allowed to create your own stored procedures in the database for access from an external system? As far as I know now its read only operations. But we want to make sure that its allowed before for implement anything. Best regards Peter Samuelsson Sodra Skogsagarna
Custom Report for upcoming due dates
I am wanting to run a custom report on a regular basis that lists the tickets that have due dates within a specified number of days. For example, the open tickets due within the next 3 days. I can do this if I create a custom report and then manually adjust the dates. Is there a way for it to calculate the dates or pick an option of DueByTime less than x days? I couldn't find one and looking at the queries for other reports, not sure how to designate that in a query.
Deleting Products and Vendor associations
Our list of old products is ever growing and harder to manage: 1. Is there a way to delete/hide products? or at least 2. Remove a product association with a vendor? In both cases I get an error.
Report: Requesters without requests
I recently deleted THOUSANDS of Active Directory accounts from my domain and would like to clean out the requesters in Service Desk that do not have any requests. Then import my Active Directory again to get a "fresh" list of requesters. Can I recieve a custom report to find requesters that have no requests in the system so I can delete them? Thank you
Missing tables after upgrading to 8.2
After upgrading to 8.2 we notice some tables are missing, thus causing Java Exceptions while running SQL reports tha use those tables. If this is a design choice, please provide a list of all the tables that were removed in this version and their replacement. If this is a problem related to the upgrade procedure per se please provide a solution. So far the the following tables are missing: requestcharges RCTechnicianIDs Thank you. Federico.
Setting worked hour
Hi, I was testing the Help Desk Plus and I I have not found where to set the price of the technical nor the hour worked on the client. After I finish a call, where I find the calculation of hours worked and cost of the service to send to the client? Thanks.
How to make a business rule to match following criteria?
I'm trying to work with demo SDP. My IT dep is servicing a bunch of client all over the city (more than 20 coffeshops) I have only 2 it specialists and no contact center! I need to create a rule for auto assignment of the specialist with a criteria called "traffic light" The ITIL idea: Red (with High Urgency) is assign first to first (load balancing) technician. Then assign Yellow or Green, Need SDP understand that RED = Yellow + 2 Green or 3 Geen or 2 Yellow Yellow = 2 Green Green = Green So every
Incident Template - Add people to notify
Can we add the ability to add to do either of the following: - When making templates, include additional people to notify or - Notify the Technician Group when a request is Resolved.
Purchase Module - Adding attachments after Purchase Approved
Possible to allow adding additional support documents/attachments to a PO after it is approved without needing to go through the approval process again? Typically I get a quote, create a Purchase and submit for approval. Approval is given. I get a confirmation or packing list when it is received and want to add these additional documents to that purchase. These include additional useful information such as the actual order or invoice #.
what programming language was developed the service desk?
what programming language was developed the service desk?
Special characters XML in the RestAPI commands
How can I use special characters XML (&,?, <,>, "...) in the RestAPI command parameters. When I pass in the Description field, for example "&blablabla", I get the error" Error when performing - ADD_REQUEST - XML document structures must start and end within the same entity". I tried to replace & with & but it did not help. P.S. Sorry for my English. I use the Google translator. P.S. I found the solution https://forums.manageengine.com/topic/rest-api-ampersand
Feature Request - Business Rule to auto create Problem from Incident.
In reviewing the business rules tied into ServiceDesk, it apprears as if there is no way to automatically set a rule to change an incident to a problem automatically. We are looking for the ability to take an inbound email from our parent company (always from the same address), and automatically create a problem ticket from this. This then feeds into our Daily/Monthly reporting and notification mechanisms, so upper management has visibility into all application uptime. Please let me know if
Sites and Technician in Business Rules
Hi, For operational reasons i need that the techicians and site will be available in business rules I.E. For sites: We have integrated opmanager with SDP, and when autotickets are raised the site is not filled so we he to do it manually, so i searched in the Business Rules and tryied to configure it like this: If subject contains "Trouble-Chicago" set site as "Chicago HeadQuarters" but i couldn´t. For Technicians: When an email is fetched by default, some fields are filled, some of them is the "Group"
Error Table header value not found for key
Under Admin ->Support Groups, when I try to click on one of the group it gives below: HTTP Status 500 - 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)
Export Asset Inventory
Hello: I would like to export my inventory so that I can delete it from Service Desk Asset manager and start new. Is this possible? Thanks.
Asset Management - Cleaning Up
Good Morning: Currently tasked with cleaning up and renewing our Assets within Manage Engine. Our Asset scans stopped in October 2012. Many assets in our current asset inventory have been replaced with new assets, so my plan is to delete our current asset list and start fresh, but before I do that I have a few questions as follows: 1. If we delete and asset what happens to the service request associated with the asset? Or If I dispose the asset what happens to the service request associated
Approval for Tasks
Another feature I would like to see and I think would be handy. Is approval for tasks. Specific task doesn't get assigned unless approval request has been approved.
Participate in our ITIL survey!
Help us understand your business needs better by participating in our ITIL survey. https://survey.zohopublic.com/zs/DsBf4M Thanks, K. Andrew Navin SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
time elapsed reason
hello i need a report showing request ID created time requester subject urgency technician request status reason for time elapsed (comments, approval, stop timer reason) please note that i want this report for requests that have time elapsed greater that 5 days thank you very much
Upgrading from Standard to Enterprise
Hello everyone, My company is merging with another. We currently use Service Desk Plus Standard 8.2. We purchased the Enterprise Edition for our new combined IT Department (they use a totally different solution). We would like to install the Enterprise on a new server and keep it out of production until we get all the workflows, templates, etc, set up and then put our existing Standard data in it via a database restore. (I'm assuming it would be legal to have the two installs running concurrently,
Automatically assign requests to specific technician and category through business role
Hi I was wondering how to you auto assign requests to a specifc technician. I tried doing this through the Business Rules. Every time a user gets locked out or we do a manual password reset, we log a service request for it. People can email our helpdesk and a new request will be created. I want to do the following: Business Rule: Define rule: When a new requests arrives, subject contains "Unlock user" and that will also contain a user's name for example "Benny Unlock User" Perform these actions,
Installing SQL Server
Hi, Please, I not sure if I have to install de SQL Server on my computer do make de Manage Engine work. If I have to, I'm having troubles on installing it, can anyone confirm this information for me? And give me a direction?
More domains after import csvfile for assets
After importing a CSV file with assetinformation we have more than one domain to logon to with unusable names like CZC3236M2M in stead of only UZA Can you give me a query to run to cleanup this in the database?
receiving IT asset items on PO
On my purchase orders, Service Desk is preventing me from receiving items, if those items are an IT Asset. I get the following error message. "Failed to receive 1 items(s) as the Max Number of IT Assets exceeds the license!!!" Why am I getting this error message? On POs where I have a mix of non-IT assets, consumables, and IT assets, SvcDesk lets me receive all items except the IT asset items. On POs that contain only IT asset items, I am not able to receive any items.
Is there a LOG entry made when a request is deleted?
I understand that when a request is deleted, it is deleted ENTIRELY from the DB -- but is there a log history of the deleted request? It would be helpful to know WHEN it was deleted and by WHO, even if we can't recover the request itself. If there is a table I can query, that would be great. Thanks. jg
Add change status on Mail to Requester form
I propose adding an option to the Mail to Requester pop-up page that would enable changing the status from the same screen. Many times when replying to a requester we need additional information that should stop the timer on the request. Adding a checkbox or dropdown menu to the same screen to change the status would save a couple of clicks. If using a checkbox (my preferred method) the specific status could be set from the Admin>Self-Service Portal Settings similar to the "While a request is waiting
New site issue
Hi I have created a new SITE and using it well i am created template , groups and other categories and sub categories. I want to know that when i am creating another site , i need new groups and categroips information. But i dont want to template to use again , i need new site with new template for that site users. but when i created a new site and add user to that site, all 2nd site user are able to see the old site templates , but i dont need that. Please guide and help me Regards MAJ
Tasks in a request
We are trying Service Desk and we would like to know if is possible to close a request when the tasks of this request are completed?
Report pdf
Good afternoon! When exporting the report to pdf fonts aren't displayed.
Request Status Filter Dropdown
I have created several new request status types and how do you get them to show in the filter drop down, there all type open.
Approval log in approval link
Hi, As per our process certain requests require approvals from several departments with final approval going to senior manager, who is constantly on a move and checking requests via BlackBerry. When an approval request link is being received by approving parties, it opens basic information, especially there is no approval history or log included. Is it possible to somehow include approval history without going into the system and checking by opening full request? Reason for this change is that
disable default incident template and use a drop down menu instead
Hello We are currently running service desk plus v8. Would that be possible to completely disable the default incident template and force users to use a drop down option? We also want to remove the button under requests tab to create a new incident. Very much appreciated.
Custom Report - Breakdown of number of notes
Hi, New to doing custom reports. I have tried to find a report here which will allow me to see the number of notes my IT techs are putting on their tickets for each month. I am unsure if this can be achieved with this product. My aim here is to firstly find any incidents which do not have any notes but also find incidents with minimal documentation (notes). Below is a table of what I am trying to produce. I use mysql, I am happy to provide clarification if there is any confusion thanks, Daniel
I think I have broken service desk plus, is it possible to reconnect attachment folders to new server install without a full restore
I have upgraded SDP to latest version and all users have logged back in and started using SDP but using a test front end by mistake I now have a functioning system but when I click on attachments in the various modules they cannot be found, is there a way to re associate the attachments I have all the attachments in a zip file and have recreated the correct file structure under the bin\attachments folder Please help a desperate Techy
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