Change SSH port
Hi, Does anyoane know how to change the SSH port? The default value for linux is 22. Thank you,
Migrating/Cloning a Production instance
Sorry if this has already been asked but I am currently using the Build 8127 and MS SQL 2012 on a test instance. I need to demonstrate to my manager on how we could copy the whole instance and make a production environment. This is because in a matter of 6 months, we are going to perform another migration which would result in having a Virtualized Service Desk environment. Simply put, I want to know how I could Migrate the existing customization and settings as well as the MS SQL 12 Database...
SDP 8.0 beta - Deleted all product type list - Assets / Resources still shows default IT Assets - Error 404
I am using the SDP 8.0 beta and under Asset Management - Product Type, I selected all fromt he Product Type List and clicked on Delete. When I go then to the Assets Tab and look under Resources, it still shows the default IT Assets (printers, servers, workstations, Switches, etc) but when I click on them, it displays error 404. I have tried to add the product types back, and that did not help. I also have added some additional ones and they are not showing up. I have then imported all of my assets
Backup Tech and Business Rules
We have a business rule that assigns requests from a certain campus to a certain tech, but when that tech is out sick, we send someone to fill in and set the backup tech option in SDP. The problem is that the request follows the rule and assigns the ticket to the original tech for the campus and never gets routed to the backup tech. How do we get this to work without having to disable the original rule?
Regarding Themes and Update
Service Desk Plus Version 8.1.0 Build 8121 1. Themes: I want to know how I could apply custom thmes. I am currently tasked with integrating this with the Corporate Portal and it is important that I know how I can theme it up to Maroon or Dark Red. 2. Update: It seems there is a new build 8122 available according to the About page in the SDP. However when I click details I cannot find the update. I need assistance on this please...
No mailserver configured
Hi We are looking at the purchasing module at the moment, and it looks great. But the thing is that we do not have a mailserver in the network running servicedesk plus. So I am wondering if it is possible to use this module without email configuration? For example when you make a new order and want to send it to a colleague for approvement. Is it possible to make a "ticket" for the person who is approving the order instead of sending email? Regards Anne
Benefits of using the agent and what ports?
Hi, I've been brought in to a new site to replace a technician who left suddenly and they're in the middle of setting up ServiceDesk Plus. It's mostly sorted and in use but I've been asked to set up the scanning and inventory functionality. We have the Windows Firewall set up and they're reluctant to open it up any more than they have to so I'd like to ask about ports first of all. I've got everything I need to know about scanning using WMI from here: http://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/scanning-prerequisites.html
Has anyone integrated SDP with RFCode for asset tracking?
I'd like to hear from anyone in the community who has done some level of integration between SDP and RFCode for asset tracking. From what I understand there are a few level of possible integration and the middleware layer looks like it would be most approppriate for integration with SDP. Details are available here on the RFcode APIs - http://support.rfcode.com/customer/portal/articles/713803-rf-code-integration-overview I look forward to any feedback or ideas from the community.
Feature to show Reply templates, based on the support groups associated.
Hi, I like the featur ein 8124 of show Incident / Service Request templates for technician, based on the support groups associated to the templates and technicians. It's more clean for everyone, it would be nice to have the same feature with the Reply Template. Thanks Yann D
SEVERE: Stop DBServer operation is not supported in Jdbc20DBAdapter
Hello! I was using the trial version of service desk plus professional with the PostgreSQL backend installed on a windows 7 machine. After our trial expired we decided to go with the free edition. We have installed the free version on a windows 2008R2 server and have gone with a MSSQL backend. I have attempted to follow the documentation for restoring the data to the new server but we are getting lots of errors and the process is failing. the error messages are as follows any ideas would
First Call Resolution tracking
How do you or can you monitor first call resolutions in Service Desk Plus?
Outlook Form for new Request
I'd like to build an outlook form to submit new requests. I can add custom fields to the form but they don't come through in SD (which i understand). Is there documentation somewhere that can tell me how to tag/label my custom fields so they pull into SD correctly? I'd like to use Request Type, Priority, Category, etc. Thanks!
CAB question
Is it possible to set ServiceDesk Plus Enterprise to allow the CAB member to view the request details within the web portal? For example: Request type is Change Request Requester is: John Doe Under Approvals: Don Smith is a CAB member. We want Don Smith to be able to view this particular request when he signs into the ServiceDesk web portal. Currently he can't unless he is the requester, or the particular request is part of his Dept, site, etc. Problem with that is we don't want him to be
Chat in SDP
Dear all As each Technician can check for other Logged-in Technicians, Is there any way for them to chat with each other through Service Desk ? Regards Negin
SD+DC
Hi! I have just installed Service Desk and Desktop Central on server, where they both work fine, also did all things for integration, and DC works fine. However when i try to connect from other PC, i can connect to both SD and DC individually writing servers IP and Port number and do whatever i want there. However when i try to click on integrated DC tab into Service Desk i get website cannot be found. Any ideas why this is happening? Both individually work fine, also integrated version works fine
Attenace Report of Technician
Hi, Please help How to generate attendance report of Technician, Regards, Harshad
Technician Performance Report
Hi, Is there a way I can generate a performance report of my technicians and see who they perform? Such as number of calls they finished, how long each call/request takes to finish. We need to generate a full enhanced report for our outsourced engineers. I’m open for any suggestion.
ManageEngine ServiceDesk Service stops after few seconds
Dear Friends, Please find below contents in wrapper.log file when I am trying to the ManageEngine ServiceDesk Plus service. I am facing this problem after I have changed my windows domain administrator password. STATUS | wrapper | 2013/03/17 09:11:24 | --> Wrapper Started as Service STATUS | wrapper | 2013/03/17 09:11:24 | Launching a JVM... INFO | jvm 1 | 2013/03/17 09:11:27 | This copy is licensed to AdventNet INFO | jvm 1 | 2013/03/17 09:11:27 | INFO | jvm 1 | 2013/03/17 09:11:52
Case Aging Reports
I am trying to write two new query reports used for case aging. We need to divide the cases into the following buckets: less than 7 days, 7 to 30 days, 30 to 60 days, 60 to 90 days, and greater than 90 days. I am trying to write one report for closed cases in the last month and all open cases. The sql below is for open cases and it works fine outside of Service Desk. When I try to add it to service desk, it will not run. Anyone have a suggestion? select ag.Location, sum( OneWeek ) as "<
Network discovery printer objects
Currently evaluating this product and most things seem to be good, but have 2 multi-function copiers that during network discovery show up as workstations. I can re-assign them to be printers, but the full printer status ie. toner/paper/maintenance kit, etc doesn't show up. I've tried to do an snmp discovery, but I get an RPC server not available. Any advice or suggestions would be greatly appreciated.
Who Assigned Request
We have a couple differnet technicians who assign new tickets to the proper technicians. Is there a way to see who assigned a ticket?
Automatic report generation
Daily reports are going to some email ID's at specific time. I want to stop these emails. But in scheduled reports no reports seems to be scheduled. While checking logs, it is showing performed by 'system'. andthe particular user who started reports are not appearing anywhere. Database :MYSQL Build Number : 8123
Postgre database
Hi! Is there a way to access Service Desk database and import in it data from Excel file?
AddRequest API
I am a Chinese user, so I have to deal with some non-English characters. When I use httpclient getmethod to send addrequest to SDP, I use java.net.URLEncoder.encode to encode Chinese characters. Then, append these encoded characters as parameters to the API URL. It works well. All encoded characters can display normally after a new request is created in SDP. However, since some parameters are too long and exceed the limit of get method, I decide to use post method to send addrequest. I use the same
Work Log report for requests and changes
Hi to all, I was wondering how to create a report for Work Log (By Technician and By Group) having work logs from both Requests and Changes for a particular date range. The reports available are taking into consederation 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. Thank you in advance. Socrates
SD+ SMTP problem
Hello, I am having problem with configuring outgoing SMTP on SD+ trial. I configure all parameters to point to my Exchange server but when I try to send some notification I get Notification failed and following error in log file: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target| I already have tried to import some certificate
Attachments getting overwritten
Hi, One of my clients just told me they get attachments deleted when they add a new attachment with the same name as one already attached to the same request, they lost the old attachment, and the new one takes its place. I've seen you have something similar fixed two patches ago: SD-40583: Email with multiple attachments having same name will retain only the first attachment. Could you confirm me if this is the same issue? By reading the fix's text, it seems similar but not exactly the same issue
SD Reports
Hi Team, Need your help to build Below report. And I want to schedule this report: 1.Every Friday (Weekly report from Saturday to friday) 2.Every Last day of month (Monthly report) Thanks, Request ID Request Title Requester Created Time Technician Category Completed Time % Rating Comments
External email
We currently have SDP setup so that users can enter a ticket via web form or by sending an email to a specific email address which SDP scans every minute. This works fine. We have tested an external user sending an email to that same address and SDP does not seem to pick it up. I am guessing that since that external address does not have a requester assigned to it (we are using AD integration with single sign on) SDP does not know what to do. Is this correct? Is this acting correctly? Assuming
Report Generation
Hi Team, I am using SD+ version Version : 5.0.0 and Build Number : 5010 We have an exhaustive collection of report egneration options but we dont have the option to generate reports queue/team wise. Can you help me with that please. Thank you. Regards
Generation of report using a query
Hi I want to generate reports using query. I can write queries for customizing the reports but i am not able to find the way to run that query. If there is any way pls share. Regards Aakash Tonk Infosys Ltd
Workflow is slow
Every 30 min servicedesk creates a new request with text: Workflow is slow Date(19 Mar 2013 16:30:01:350). Difference (seconds): 8265 Time of latest log record: 19 Mar 2013 16:10:45:000 Time of second-to-last log record: 19 Mar 2013 13:53:00:053 What does that mean?
Iphone app speech
Hello, After upgrading the iPhone APP the speech icon (microphone) does not show anymore. Any help? thank you, David
Speed up backups?
Is there a way to speed up the manual backup process of SDP? I usually manually run the backupdata.bat before updating to the latest build. Things seem to go smoother if I manually backup and then run the update and skip the backup when prompted. It seems like the backing up of the attachments is what takes the longest. Thanks.
Why are some Requester conversations not deletable, (and how do I delete them :)
Hi, For some reason, we often get items in the Requester Conversations list that don't need to be there, but which we are unable to delete. This seems to have no pattern though. They might be locked, they might not. They might be from the requester, they might be from a technician, they might be from the system. The bottom of a 'Conversation' that can be deleted looks like this: The ones that can't just have 'Forward' So two questions:
I have a report to show monthly total for different request types, want to print the Month name in the title at run time?
Any idess? Is there a way to extract the month name from the current date range then display the value in the header or in adjecent column in every row (worst case scenario), this is the monthly report with the following criteria createdtime >= <from_lastmonth> and createdtime <= <to_lastmonth> Thanks!
ServiceDesk Plus 8127 Released
Dear Users, SDP 8127 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Issue fixed in 8127: SD-49613: Show site based filtering of groups in technician add / edit page, based on the group count configured in Globalconfig table entry. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Jeykar ServiceDesk Plus Team
When using ctrl-v I get this screen.
When I use ctrl-v to copy something in the text field for the solutions and description then I get this message. See attachment. security information name printscreen publisher ZOho from ... Where is this coming from. This message appears a couple of weeks ago but not everyone has it. Please advise Kind regards Tim Verduyn
Problem with copying SLA's
I can't seem to copy my entire SLA's from my default setting onto my sites. It does everything from the name of the SLA and the times/days etc, however it doesn't include who to escalate too. For instance i want a number of people notified when a sla level 1 is broken, however it doesn't copy that formation at all. Anyone now a way around this?
Reset Request ID
How can I reset the request ID in service Desk ?
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