Russian characters on iOS devices
Hello! I have a problem with display russian characters in request on my ipad. Thank you.
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.
Notification Error
Hi, Here is the Issue : I have disabled notification to be sent to all when a ticket is created & assigned to a Group, under the Notification Rules. Now i have gone into the Technician Groups and selected a specific group (Eg. DB group). I have enabled notification option there and selected the members for that group. This morning we see that along with their tickets they also got other tickets notification also, but it came with the subject and content of the same DB group. When you open the ticket
No IPSLA MOS score in VOIP monitoring? NFA 9.8
Hi, We recently configured some VOIP monitors in version 9.8 all the jitter and rtt seems to report ok but the MOS score always shows 0.0. It doesn't seem to be retrieving the value from the router. even thought the router is correctly calculating a MOS value. q-chermside-1861-r1#show ip sla statistics IPSLAs Latest Operation Statistics IPSLA operation id: 105 Type of operation: udp-jitter Latest RTT: 20 milliseconds Latest operation start time: .08:44:55.686 AEST Wed Mar 13 2013 Latest
RFC 1212-object error
I am trying to load a MIB that Linksys sent me so that I can setup my WAP54G v3 access point with some interface monitors, etc. I have the Linksys MIB in my MIB's folder, as well as 1155, 1213, and 1215 but get an error about RFC1212 missing. I looked at line 11 column 39 and see this in that location: IMPORTS enterprises, IpAddress, FROM RFC1155-SMI DisplayString, PhysAddress FROM RFC1213-MIB OBJECT-TYPE FROM RFC-1212 TRAP-TYPE FROM RFC-1215; I have attached the error screenshot as well as the Linksys
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.
Windows 2012
We seem to be having problems enabling the event log analyzer to connect to a new Windows 2012 server box. The system is working fine connecting to 2003 and 2008 boxes. The error code being received is 80070005 access is denied. If I look at the events on the 2012 box I can see a successful login is carried out followed by a log off straight after event-id 4624 and 4634. I have checked the firewall logs and there doesn't appear to be anything blocked. Andrew
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"
I do not see my firewall device in FWAnalyzer :-(
Hello, Fortigate 60C with firmware 5 patch 3 Firewall Analyzer 7.6 evaluation running on win 2008 R2 64bits When I open browser in localhost:8500 I am unable to see my firewall (fortigate 60C) I am able to see the live packets in the syslog viewer window opened through Firewall Analyzer. As an example of data: |189|date=2013-06-28 time=08:42:37 devname=PeterCC devid=FGT60C3G11025582 logid=0102043014 type=event subtype=user level=notice vd="root" src=10.123.31.13 user="ADMINISTRATOR" server="peter"
field Support-rep is called technician in the error
Hi, If I try to close a request where the support-rep field is empty, the following warning (see "attachment") is displayed on my screen. The field Support-rep is called technician in the error. This is confusing. With regards, Jolanda Matse Helpdesk@farmedvisie.nl
searching requestnumber gives a false textbox
When I search a requestnumber ( In Internet Explorer) by typing in the number in the box, the following textbox apears: In Firefox the problem doesn't exist. With regards, Jolanda Matse helpdesk@farmedvisie.nl
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
Add CC list to Notes Notification
We have moved from a trouble ticket tool to Manage Engine and a major complaint from our users is that they are used to being able to have a notification list where people get email whenever a new Note is added to the request. The Emails to Notify under Requesters only is for notifications of new requests, Resolved and Closed Requests. Adding a notification for updates would do it. Or another way would be to allow the Notes pop up box to allow the user to select a list of people/groups to send email
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.
as400 exclude alarm for several jobs
Hello together, I have a question regarding alarm and messaging settings. Is it possible to exclude some jobs from being notified as alarm. They hit the same condition as other jobs that should be alarmed. For example I monitor the jobs of an as400 for jobs in status MSGW. If this condition exist I receive an alarm email. But I have 4 jobs where this status is normal and so I would not like to receive an alarm of them. So is there a way to say if this condition and not that job as action
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
Problem listening my application manager 10
Hi experts, I have a server with two ip configured, this server I have the application manager 10 it starts normally bad does not listen to port 9092 via web, how can I force the application to work on a particular IP? Att,.
the installation failed during initialization of bundled postgreSQL
Some idea of how to solve this fail in installation?? thanks
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?
Problem with deployment of Java 7u21 x86
Hi I'm trying to deploy the newest Java, and it works fine with the x64 version, but when i try to deploy the file: jre-7u21-windows-i586.exe with parameter /s it fails in my configuration with the following error: "This installation package could not be opened. Verify that the package exists and that you can access it, or contact the application vendor to verify that this is a valid Windows Installer package." I've naturally tried to redownload the file, and has installed it manually without problems,
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.
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