Cache monitor out of date
On the Community tab in ServiceDesk Plus (9.2 Build 9211), when I click Cache Monitor, all the entries listed are really out of date - 2013 is the latest year showing! How can I fix this? Pete
ServiceDesk-plus
Dear support, I'm new to service desk and I need your clarification on my new installation. I just installed servicedesk application free and standard edition on Linux server and I observed that I could not open the some modules like add Technician, Requester, LDAP e.tc. It gives error with message Sorry an error has occured Unknown error occured while processing your request. Kindly help Regards Olawale.
Response time escalation notification mail not working properly all the time
Hi team I am able to receive notification mails related to " Response time escalation " some time only . not for all the tickets . Please find the log file. waiting for your quick support. Regards, Swadi 8884664876
ServiceDesk Plus don't start like a service. The service is EXITED
ServiceDesk Plus don't start like a service. The service is EXITED I do all the installlation, but when I load the service with chkconfig application, the service is loaded, activated but Exited. When I run manually ServiceDesk Plus, work well. But I need run like a service. My SO is CENTOS 7. Q: How I can get running in my service? Regards
Assets Management
Dear All, How can I treat the retired server 2003 in the assets? First, I removed all the licensed software. Should I delete the machine from asset list or just change the status to retired? And what you all basically do in this kind of state? Thanks everyone.
Technic cannot see a request
Hello, I have a question about assigning user requests in Helpdesk. We have a small system with 3 technical engineers and we tried to split their work. Now when user write any request for help, all technics are unable to see it. We can assign this request to technic, but when he want to see the request is not able. He receives the message: »Request does not fall under your permitted scope. So you are not authorized to update the same« Can anyone help me what I miss? Which field did this prevention?
Pass-though auth. not working.....
I seem to not get the pass-though auth working for AD.... Can I have a good documentation on how to do it?
Service Desk, Desktop Central Integration
I have integrated my Service desk and Desktop Central and now I'm not sure what to do next. They both have indicated that they are communicating with each other. I want to ensure that desktop central is scanning the systems and updating the assets in Service desk. How will I be able to ensure that this is happening. I have selected this option in service desk? Can i initiate a manual scan from within the service desk?? If a new asset is added to desktop central will it be automatically added to
Couple Questions on Pass-Through and Form Field Rules
Hi Currently in the process setting up SDP on eval and having some issues setting up Pass-Through and getting 'Field & Form Rules' to work. Using Professional version Pass-Through: Have gone through and filled out the details and then got the download cs script Have run the script on a DC in CMD and getting the below error Error: 80072030 Have google it and from what I have found it cannot find the OU computers that it wants to create the account to even though AD does have it on there. Have tried
Custom trigger on new conversation
Hi, I'm trying to set up Service Desk Plus build 2211 for my Helpdesk future use, so far it went smoothly for the most part. We have to work with many external support teams, each with their own ticket system. So far we sent tickets by mail form our requests and awaited response with ticket ID to save it to our request so it could be used for further communication. I created External_ID custom field and have good idea on how to handle responses with powershell script. Problem is that I don't see
No Delete icon in Requester Additional Fields
Hi, we run SDP 9211. I try to delete additional fields in "Requester Additional Fields" and in "Technician Additional Fields", but the only icon in the form is the icon for editing. I have tried in both IE11 and Chrome. Someone who knows whats wrong?
Problem letter "ñ"
Hello guys, I have a problem with the login SDP, for example my user is jmunozt and when I write jmuñozt the system validates and should indicates wrong user. what are the problem?
Backups
Hello, Just wondering - my scheduled daily backups. What does it backup?
Ability to edit Requester on Mobile App
We need the ability to edit the Requester from within the Mobile App? Would anyone else find this useful? See attachment for mobile image capture of fields available for edit. However, one key item to edit is missing...the Requester. When forwarding (as an example) an email to our helpdesk in order to create a request, the request retains technician as the Requester. There is no opportunity to edit this field on the mobile app to make the Requester = the actual person with the issue. We must access
Incident Template
We have an incident template that gets triggered (via Business Rules) when a member of our HR department sends an email on new hire's and terminations and the user who sends the email is the only one that would be notified when a service ticket has been created. Now they would like to have the same notification sent to various individuals in upper management when a ticket is created. I would like to know if it's possible to send email notifications from this particular template. Any help would be
Error Afther Update to 9.2 Build 9224
I've updated to version 9224 was shown, but your version is 9215 and the home page will display Error Message
Active Directory Import
Hi, We have setup the Synchronization between our AD and ITSD + and some users are not being added, although they exist in the OU's we have selected for the synch. Are you aware of any fixes or issues for this problem? Regards Andrew 9120 MSSQL
Unable to Login SSO
Dear Support, After having workaround to this issue and successfully came to login page, but AD users have to provide credentials to login due to two check boxes appear, 1. Local Authentication and 2. Domain.com login. how to overcome this local authentication to login the AD Users directly to requests page. Regards Mooez
Purchase Order from Purchase Request
Signed in as a user that has SDAdmin permissions in the Purchase Request you have the option to create a Purchase Order right there. Signed in as just a Technician but with full rights to Purchase Module this options isn’t there. Chris Trauner Network Analyst
Multi-level Account /Sub-account structure
Hi, Among our customers, there are some big multi-national corporations where different business departments use different products from us and who are supported internally by different sections of their IT Department. I would like map this structure in SC's account/sub-account structure. The reason why I would like to do this is because I would like to give the team leaders of the business departments and the associated IT section guys visibility over all related requests in the Web Portal. So,
bulk uncheck PO approver
Hello, For some reason most of my users are auto checked for PO approver and auto set at unlimited. I tested this out and it's being done when they are brought in from AD. I have the system running the AD scan every night to pull in new users into Servicedesk. Is there a way to make it so they are not automatically made PO approvers? It's very irritating now I have to go through every single user and remove the check box... can I do this via a script or something?
Timezone Problem in Manage Engine
We have set the timezone to GMT(+5) Pakistan Time (Asia/Karachi) from the Personalize Tab and to UTC Islamabad/ Karachi in our Server. The date and time however is incorrect. We have tried solving it through the solution given in : https://forums.manageengine.com/topic/system-time-in-service-desk-does-not-match-server-time-method-of-timestamping-unclear However running the time.bat still gives the incorrect time Any help?
merge request failure after upgrade
Hi, We upgrade our SDP from version 7xxx to 9212 as the path and steps told by ME website. Seems everything works fine but all technicians can not merge request now. We always get below error message in a yellow box on the top of the page: FAILURE :Problem while trying to merge this threaded request with the selected request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
Removing Attachment form Email communication
I am looking for an option to remove one of the attachment form an email under Requester Conversations. user has shared some confidential information which needs to be removed, I can not remove the complete email and looking to remove just the attachment. We are using SDP MSP - 8.3 Build 8315 With MS SQL as database. Any help in this matter is greatly appreciated. Thank you, Rohit Pol
Merge requeste fail
Hi , After upgrade to 9212 from an old version long long ago (as the correct path and steps told by ManageEngine website), we found that all technicians are unable to merge requests. We always get below error message in a yellow box on the top of the page when click merge: FAILURE :Problem while trying to merge this threaded request with the selected request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created
API availability
is the API for ServiceDesk Plus made available for integration with other solutions? So that the source of remediation information can be automatically provided to ServiceDesk for ticketing?
Delete more than 250 requests at a time
Is there a way to select and delete more than 250 requests at a time? I understand how to set the incident number back to 1 after deleting them, but I have about 40000 incidents to delete and that might take awhile if I can only select 250 at a time. We are using Postgres SQL. Any suggestions would be appreciated.
Device configs stored where?
Are the backed up config files for devices stored in the database, or as files within a sub directory of NCM? I use NCM to backup the config of this device, but also back up the server that NCM runs on to an offsite location. If I need to restore the firewall config, would I need to restore NCM first, or could I just find the latest device config in a sub directory somewhere
Requests - Sort / Group by
I would like the ability to Group tickets/incidents by who it's assigned to and Sort by the status/due date/. I think it would help organize the requests view.
Incident Template - Requester unable to input data in Contact Number, Job Title, etc...
How to I set these fields to where a requester can input their data. There is no drop down option to select "Requester can set" that I can find. They have asked to be able to add their details in the Contact Number, Job Title and Department fields. Any help would be gratefully appreciated.
Business Rule Template
I have a business rule template to notify certain parties when an Executive member puts in a request. The current Template is limited to only certain fields It was requested to have more fields available to be selected which are available in the normal Notification Templates for Technician notifications the fields are Request Status Site Because we don't have a mobile version, this information is vital when a request is sent via e-mail. I am currently using 32 bit Version; 9.2 Build 9200
Configure app manager to monitor Liberty IBM
Hi, We are moving from glassfish to Liberty IBM. Can someone tell me how to configure app manager to monitor Liberty ??
ADManager Plus Automation Policy Feature Request
Can you please add the ability to add a comment or text information into the description field for a computer object? I believe this can be done via a User Automation task, and selecting Modify User by Template - however I cannot seem to find a way to do this via a Computer Automation task. The only options I get are Disable Computers, Enable Computers, Delete Computers, Move Computers, Add to Group, and Remove from Group. We would like to be able to set up an automation policy that includes the
grant several users access to view department requests
Hello! Can I grant several users (maybe by group membership) access to view department requests? I need grant access to requests of one department to head of this department and to managers of another department. SD+ 8.1 Thanks, Andrew.
Start OpManager as a service on WIndows
I'm trying to start opmanager as a service on Windows 2008. I've ran the script .\bin\OpManagerService.bat -i to install the windows service. It creates a windows services, which is good I guess, but when I try to start the service I get an error in the logfile .\logs\wrapper.log. Here's what's in the log. STATUS | wrapper | 2016/08/10 09:37:31 | --> Wrapper Started as Service STATUS | wrapper | 2016/08/10 09:37:31 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2016/08/10
Pass Through Authentication Prompting for Credentials
Hi we have installed ServiceDesk Plus 9.2 (Build 9217) and have it configured and can Import users form Active Directory fine. I have been asked to get Pass Through working so users can click on a link emailed to them from ServiceDesk and go straight into the ticket without having to login to SDP. I have followed the guides and the troubleshooting and i have created the account and set the password using the scripts fine. http://kbase.servicedeskplusmsp.com/troubleshooting/2013/06/20/configuring-sso/
Pass Through Authentication Not Working - Help
I have setup SDP 9.2 (9217) and this is working fine and can perform Import form Active Directory fine and Users can login fine. Today i enabled Pass Through as this is a requirement by Management and i have followed all the guides and it sets up OK and creates the computer account using the scripts no problem but does not work. I have rebooted the SDP server multiple times and configured local intranet settings in IE but whenever a user gets an email from SDP which contains a link to a ticket they
ManageEngine Desktop Central : Aug 2016 - Patch Tuesday update
Dear Team, Good day. Quick update on the August 2016 Patch Tuesday. New Security Bulletins : Cumulative Security Update for Internet Explorer (3177356) - Supported Cumulative Security Update for Microsoft Edge (3177358) - Supported Security Update for Microsoft Graphics Component (3177393) - Supported Security Update for Windows Kernel-Mode Drivers (3178466) - Supported Security Update for Microsoft Office (3177451) - Supported Security Update for Secure Boot (3179577) - Supported Security Update
ServiceDesk Plus AD import Failed: API102 Error occured
I am testing out the AD import and integration. I am trying to import a single test user and am receive the error API102 error.
Task enhancements
Is there any news on the enhancement request SDF-30233 as I am looking for that functionality and can't see any update since 2011 at https://forums.manageengine.com/topic/task-enhancements
Next Page
