update fails
Hi I can not update my SDP. please find attachement for discovering the root cause and give me solution. Thanks
JSON file not returning all data in the request
We use many additional "resource fields" in the Service Requests and I need to access these fields in a script. I have created a custom trigger which launches a Python script that reads the JSON file generated. Problem: I only see the additional data when the ticket is edited NOT when its created These steps are a summary of the current process: Service Request is created and the additional resource fields are populated. The JSON file data dump shows all the additional "Resource fields" as
Why can't I create Query Reports?
Running SDP On-Demand, and I have all the power...
Custom Report
Could someone kindly help with a script for the following report on PGSQL and version 9.0 Build 9035 Request ID Level Priority Category Subcategory Root Cause Time from Creation to first Assignment Time from first Assignment to Resolution Time from Resolution to Closure Regards
Automated Tasks?
Greetings, I am looking to automate a few steps in a process for terminating employees. There are multiple teams that need to be notified and we want to do this with a template and with tasks. We will have a Distribution list that our HR team sends a notice to. This DL will be forwarded to Service Desk Plus to have the ticket request open. I need a few things to happen once it comes in. 1- an email needs to be sent to several executives on our IT leadership team- we
In custom reports, allow "grouped by" column to still appear in report
Good morning, Currently when I write a report, as soon as I "Group By" a column, that column is removed from the report details. As a result, my report is difficult to read on screen as I need to scroll to the page with the summary of the group to know what I am looking at. Example, if I list all closed tickets for a time period, grouped by technician, there may be hundreds of tickets closed by a particular technician. Before those 100 tickets, the name of the technician appears, but I might have
Tickets chaned from rejected
HI. Is there a way to get a report of tickets that had a rejected status but they are changed to another status right now? Appreciate any response. Thanks
How can i view port numbers in Unknown_App?
Hello, NFA 10.2.5 (old UI) How can i view port numbers in Unknown_App?
Error renaming a Support Group
Hello, We are experiencing problems while renaming a Support Group. Situation: "Group A" was created long time ago (maybe 2 years) under "Default Settings" with several Technicians assigned, its own "Group E-mail", etc. A huge amount of tickets have been assigned to "Group A" since then (maybe 200.000 or maybe more). Now we want to rename it to "Group B", we tried to do it by clicking "edit" button and entering the new name "Group B" and clicking "Save". The application became unresponsive for a
When printing, approval status does not show up.
Hi When techs have to print a ticket and show it to a supervisor, the approval status does not show up, (the tech has to go back to his/her desk to check manually the ticket) Is there any way to get the approval status on the ticket when it gets printed? Thank you
when printing a ticket all conversations show up
Hi For some reason when i try to print a ticket to see the description what the user wrote i must choose to print conversations as well. If i choose that option then all the automated system emails print as well which we dont need and probaly no one wants to see. Is there an option to just print tickets details WITH the descriptions and not the automated emails. Thank you
ServiceDesk Plus OnDemand Enhancements and Fixes
Dear Users, ServiceDesk Plus OnDemand brings to you a bunch of enhancements & fixes in today's update. Read on to know what they are from the What's New page : https://ondemand.manageengine.com/service-desk/whats-new.html Kindly do check out these enhancements and please let us know if you have any questions. Thanks & Regards, Saravana Balaji .S ServiceDesk Plus OnDemand Team
server migration from mysql to mssql
Hello, I'm trying to restore a backup from the current environment to a test environment. The current server is a W2008 with servicedesk 9118 and mysql i want it to restore in W2012 with servicedesk 9118 and mssql 2014. I've created a backup --> did a restore with servicedesk --> start servicedesk in the test environment. but now i'm having a blank login page. See image. I have no idea what i need to do. Can you help me
Free Disk Space monitor not applying
Hey guys I've applied a working device template to several file servers, and while it has populated the CPU and Memory Util monitors, the Free Disk Space monitor refuses to show up. I've even added both SMTP and WMI monitors, and neither works for Free Disk Space. (please see attached) This is the Windows Server 2012 R2 device template, and it works perfectly fine on other servers, so it's clearly something up with these specific servers. Any suggestions as to what the issue could be? Thanks in advance!
Change Request stuck at Approval
Hi, a colleague has recently submitted an Emergency CR. This is using the standard, out of the box Emergency template and workflow. For some reason, despite being approved by the appointed CAB members, it seems to be stuck at Approval. Any ideas? Thanks, David
Rearm Value Monitor Folder
Rearm value I enter is less than threshold value. I still get error message as attached. this is to monitor folder receiving constant files and process into database
use .net to insert an incident without user password
Hi, I have been looking at the documentation as I am testing this helpdesk. I can see a way to insert a incident in a .NET web application using the users username and password. I want to be able to insert a ticket without the users password. I will create a web application and pull the users nt username as they fill out a form on our intranet. Is it possible to create an incident without the submitters password in .NET? Thanks for all help
Description field missing from template
Good Afternoon, The "Description" field is missing in our Default Template. I have already done the following things: 1. Reset the ManageEngine SDP Services and start again 2. Reset the server I have run the following command in the Report Query: SELECT * FROM form_customizer WHERE form_name LIKE '%default%' Which gives me the attached output. Please could someone let me know what to do to correct the issue. Many Thanks
MSP is slow with multiple closed requests at the same time
Hello, MSP slows multiple closed requests at the same time. sql ram 4GB, cpu 3.41GHz of AMD, hdd is more big. version 9.2.0 build 9200 Any helps? Sorkhmer
ActiveDirectory Login - username or password is incorrect
I've imported users from AD successfully. I've then tried to enable AD Authentication. All I get is 'username or password is incorrect'. If I change the user password from within ServiceDesk Plus I can login using the User ID and selecting Local authentication.
Zoho reports "Request type"
Good morning, I just configure Service Desk plus to have auto reports with zoho Reports Analytics. Reviewing the data imported, the field "Request type" is not getting any data. This field is configured in our Service Desk application with the options issue, requirement, problem, task, etc. Do you know how to fix this problem? We have 9020 release and the standard version. Kind regards
Missing Requester / Technician - Active Directory Import
Hi, We recently upgraded ManageEngine from version 8 to version 9. After having done the upgrade we had an issue importing users from one of our domains. I added the domain again manually and this seemed to resolve the problem. Unfortunately some of our technicians were on the domain that we could no longer import from. For most this was not an issue, they simply logged onto manageengine under the new domain. For 2 of them however this did not work. For the 1st technician I deleted him then re-synced
Duplicate tickets created while uploading tickets from Excel
Attached the sample for reference. using ME service desk plus standard version. we are using the below license and when we upload the data from excel its creating duplicate tickets.
ServiceDesk Plus MSP - version 9.0- Build - 9000 - Released
Dear User(s) Much awaited SDP MSP - Major version 9.0 (Build 9000) is available now. Please refer the Migration path table available here and upgrade to our latest build 9000. Please check the enhancements in 9.0 release from our Read me . You can contact our support at sdpmsp@manageengine.com for any assistance. We will be glad to assist you. PS : Please provide your email address in our "Help-> About" page present in the top right of the product user interface, so that you will get notified whenever
500 (Internal Server Error) in SDP 9.2 with Chrome and Firefox
Hi When I want to open SDP 9.2 in Chrome or Firefox, show me a blank white page and show "500 (Internal Server Error)" in console. but in IE I don't see this problem and any things is good. What should I do? Thanks
Business Rules - More Criterias
Please add a new Action template in Business Rules. I need to use the action: when some conditions are met Change Requester to another one
Username or password incorrect when using Active Directory login
I am really struggling to get Active Directory logins to work. I've imported, enabled AD login but all I get is Username or password is incorrect. If I go to the user and reset password I can login with local authentication. I've also tried Pass-through authentication and I get the same thing. Can anyone point me in the right direction to get this working?
Data Maintenance utility will not start
Hi! I'm trying to use the "Data Maintenance" utility to make a backup a backup of the data, so I can move OpManager to another server, but the utility will not start. No matter what I try, nothing happens when I start it. On the newly installed server, it starts fine. The "DB Configuration" utility does start and OpManager runs without a hitch. Anybody any idea what to try to get a backup of the data, which I can restore on the new server? I'm running build 8811. Help is welcome! With kind regards,
Desaparicion de Tickets
Se eliminaron gran cantidad de ticket cuando se reinicio el servidor donde esta instalado el servicedesk Saludos,
Active Directory Issues
Hi I am having no end of trouble with setting up active directory. I have imported the users with no issues. I have also setup the AD authentication with again no issues. I have also set the Pass-Through But no matter what I try I can not login as any of my imported user accounts to attempt to send some test tickets. I triple checked their passwords and I know the ones I am trying are correct and I am able to login to the computer with these credentials but not into the user portal. Thanks
Interface status monitoring
Hi, Is there a way of supressing/disabling interface status monitoring so that we can add our own monitoring conditions. Our switch interfaces are up and down regularly through devices such as laptops being added or removed from ports. We dont require an alert/notification of every instance of this, however we do wish to monitor particular switch ports which we could setup ourselves on a port by port basis. Cheers
How to change the default requests view of Requester
Hi currently Requester default view is My Open Requests. How can i change the all the Requesters view to My Pending Requests. do we have any option available on admin panel Thanks Anoop PS
Technician problem
Dears i use manage engine SDP build 9117 since October 2015 and it's working well with me , but i noticed that two from technician user return back to work as requester without any interfere from me Note:- I am the only Administrator of application
Configure OpManager with ASA multi context
Hi, I want to know how can i configure SNMP monitorization in an ASA with multiple context. I can configure my ASA in single context without any problem.
How to change value displayed?
Hi, I want to monitor a UPS Device but the data from monitor "Current" display a value inconsistent and i need to divide between 10 for have a value correct. How i can do it?
Wrong SLA Notification Receiver on Change Management
Hi, Can you please assist me on figuring out the wrong notification that the service desk is sending. What happen is that the change owner is not receiving notification before the violation, instead it’s sending on different technician randomly that belonged to their group (i.e. application team, network team). This was triggered upon associating change request to projects. Version: 9117 Thanks, Rowell
OpManager Enterprise Probe Communication with central Down
Hi, We have the OpManager Enterprise Build 11600 , and we have installed in our customers two probes and one in our office . All the probes showing the follow problem : Simply loses communication for no apparent reason . No problems on our network or internet service. And the worst is that every time this happens , I always have to restart the probe service on windows to recommunicate. I have not found here in the forum something about it. The photo I sent up , is a server that is in our network
OpManger Restore backup Postgree to MSSQL.
Hi, I installed our OpManager with database bundle (PostgreSQL), but now I need to change to MSSQL. I followed the steps to change database and all right. But... When I will try to restore, shows me a follow error: C:\ManageEngine\OpManagerCentral\bin\backup>RestoreDB.bat C:\ManageEngine\OpMana gerCentral\backup\Backup_Pgsql_Feb12_105500_11600.zip ******************************************************** * Warning!!! Attempting to restore the data !!! * * This will result in loosing your
How safe to delete interfaces
There are many interfaces showing under interfaces tab I use only few of them where RX and TX traffic is on. The rest of the interfaces are showing offline with 0% traffic. How safe it is to delete not use interfaces?
Virtual Microsoft Windows 2012 r2 clustered installed SQL server (High Availability) monitoring by Opmanager
I have virtual Microsoft Windows 2012 r2 clustered installed SQL server 2012 (High Availability) monitoring by Opmanager. Issue Opmanager shows only one of the server online and second server status shows as critical while both of them are online and running If I restart offline server status change on op manager first server goes offline and second server status updates from critical to online for some reason opmanager is detecting only one server as an active server
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