"Open Changes" View: Showing Closed - Rejected Changes
Hello, We have 3 closure statuses: Complete, Cancel, and Rejected - When we change the view in the Changes tab to "Open Changes", changes with the Stage of "Close" and the Status of "Rejected" appear in the view - Is there a setting we are missing in our workflow to properly close the ticket, or is there an issue with the query of the view? Thanks, James
Custom report
Hello, I am trying to create a single custom report which can allow me to see how many open tickets are 10 days past SLA, 30 days and 60 days. Is there a way to get it on one report ? I have attached a sample report. I am looking for something similar. Thank you
Release 10.0 -- Suppressing "Request Life Cycle" video advert
We’re planning our upgrade to release 10 next week, but we’d like to suppress the Request Life Cycle video advert since we aren't ready to offer that as an option to our various support teams until we have familiarized ourselves with it. How can we prevent this from being displayed to our users? Thanks, Adam
Unable to view Approval details
Hi, When we are using approvals as part of incidents and there doesn't appear to be a way within SDP to view the details of what was sent for approval. Our technicians tend to add additional text to the approval and it is not possilbe to view what was requested for approval without referring to the approval email that is sent to the approving person. Are we missing some setting that is preventing us from viewing what was being sent for approval? In the incident history there is only an entry
How to remove Topbar in self service portal
Hi Do any of you guys, know how to get rid of the topbar ( marked by the arrow) I want a cleaner look, and it's a pain in my eye
Service Catalog - Version History or Update Set
Is there a way to keep track of my changes to the Service Catalog / Service Request Template including FAFR? I tried using Copy Template for template versioning but it will only copy the form fields - It will not include include Field and Form Rules. It is time consuming to copy each FAFR to the back-up template. It should: allow me to easily rollback to the previous version should I enter buggy FAFR to my Service Request Template allow me to check the user who last modified a service request template
java.lang.StringIndexOutOfBoundsException: String index out of range: -1
When I take a query from SSMS (SQL Server) into a New Query in Service Desk, I almost always get this error: 'java.lang.StringIndexOutOfBoundsException: String index out of range: -1' I frequently see posts like this, where a replacement query is provided. I'm having trouble telling what changes are made. I found that it looks like schema is an issue, so I removed schema, but still get the error as well as using the AS function to rename a field. Also, date formatting seems to be an issue, so I just
blank page after update to latest version 9426
Hi, i get a blank page after upgrade from 9416 to 9426. any clue why? service is running.
Monitor client event logs?
Does ME DC have any built in ability to monitor Windows Client event logs and alert on certain events? Or an integration with a product that does?
Email change
Hi, editing the profile there is no email field. How can I change my email address ? Thank you, Simone
Password Manager Pro New Upgrade Pack Available - 9802
Hi, Password Manager Pro 9802 has been released and is now available for downloading. This release strengthens SSL certificate management in Password Manager Pro by introducing GoDaddy integration and certificate sharing. Other enhancements include support for Traditional Chinese in multi-language editions as well as the provision to auto logon to Cisco resources using Windows domain accounts. New Features & Enhancements in v9802 GoDaddy integration for SSL certificate lifecycle management:
Hotfix 8110 Released
Dear Customers, We have released the 8110 hotfix. Please download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the readme from the below link https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8110 Thank You Regards, Syed SupportCenter Plus
SQL Query for Report Generation
Team - Required query which contain Techs Name , Location i.e. Company Name and City Name , Categories Count i.e. Laptop , Desktop Calls etc for Month or for Quarter . I am using Build Information Your Version : 9.3 Build 9309 Latest Version : 10.0 Build 10000 [Details]
Creating a report that shows current open tickets
Hey guys, I'm looking for a report similar to example 1 that's more condensed and easy to view as a widget. Ideally it would have technician names (from support group Help Desk) and the number of "In Progress" tickets they have rather than each status broken out. Example 1: If all the "In Progress" (not completed) statuses were condensed, this would work great. Example 2: Stock report of technician names with different statuses. We don't use Open much so this isn't quite what we're looking for
How to Hide Requester Details after submitting the case
Hi there, I found the code below but it doesn't work anymore. jQuery('[name=selectedCIs]').parents('div.fafr-row').eq(0).hide(); Please help. Thanks,
CMDB REST API - Get Asset Status
Hi, i'm using the API for "Get CI Details using criteria". I´m adding "Asset State" as a tag in the XML for returnparameters, but I dont get any value back. Any special reason to why that dont work? ... </criterias> <returnparameters> <name>CI-ID</name> <name>CI Name</name> <name>CI Type</name> <name>Site</name> <name>Description</name> <name>Asset State</name> ........
Notification: Change Request modification
Feature request to include an 'Edited By' variable for this notification template. It's useful for users to quickly review what was updated and by whom:
Solving the mystery of help desk request reopens
Everyone loves a good mystery. There's just something irresistibly engaging in uncovering what's been concealed. However, when it comes to your help desk, mysteries can be nerve-racking. Take request reopens for example. Do you know why so many requests were reopened this month, or last month? Solving this mystery should be the primary focus for any help desk manager because too many request reopens means customers are not happy with your services, and unhappy customers are not good for business.
Cannot restore data after changing database in SDP v9425
I'm trying to convert my database from postgres to SQL. I've followed the instructions found here (https://www.manageengine.com/products/service-desk/faq-general-modules.html), but I am having issues at Step 6 Restore Data. When I try to restore from the backup, I am prompted for a password. I have tried all of my documented passwords, including the Master Password created in Step 4. My installation uses AD and there is no Administrator account. Can you please tell me what password is required to
Could not start Postgres database, The port 5432 is in use.
Server is starting. This may take a couple of minutes ... Free edition... Could not start Postgres database, The port 5432 is in use. Trying to start PostgresSQL server failed root@sd:/opt/ServiceDesk/bin# Ubuntu 15.04 64 bit, Service Desk version 9.1, PostgreSQL version 9.3
Failed to upgrade to v10. (Java heap error)
I tried to upgrade from v 9.4. build 9400 to v.10, but got an error message: "java.lang.OutOfMemoryError: Java heap space" Server is Windows 2008 64Bit , 8GB RAM.
Windows Scheduled Task
My PMP installation is having problems finding Scheduled Tasks for a user account I added to the PMP environment. I keep getting the " None of the scheduled tasks in the given resources use NJ\NJsvcAccountTEST as their account. Please check your inputs" error. I am following the directions - I have added a DC, and Domain Admin account. The Scheduled Task is on a different server using a different network account. Any secrets I'm not finding getting this to work? Thanks in advance.
Solving the mystery of help desk request reopens
Everyone loves a good mystery. There's just something irresistibly engaging in uncovering what's been concealed. However, when it comes to your help desk, mysteries can be nerve-racking. Take request reopens for example. Do you know why so many requests were reopened this month, or last month? Solving this mystery should be the primary focus for any help desk manager because too many request reopens means customers are not happy with your services, and unhappy customers are not good for business.
Availability on MS Exchange server
Hello, I have 3 monitors on a a single MS Exchange server. One for each role (Mailbox, Hub, Client Access). While checking the availability of each monitor. The mailbox one is 13% (for a month) et the others are 99%. Is it possible? What does it means? I suppose that the server itself is available but something went wrong on the mailbox role (a service down?) C Could you help me on understand on this case? Thanks in advance Fabrice
Technician Auto Assignment to Requests (an explanation on Precedence)
Want to try your hand at our "Request Life Cycle" feature? Head here and we would be happy to receive your feedback.
Problem module error 9425
Hi, When changing the technician field in a existing problem request I get the attached error. The error does however not show up if first pressing the "edit" button and then changing the technician. SDP 9425, MSSQL, tested in Chrome and IE11 (Windows 10). Regards, Alexander
On-hold time not being exported with other data (v9421)
Hello We have been trying to create a basic KPI table from SDP and find ourselves unable to report on how long tickets have been in the Open state for. This is because when we export the ticket history to XLS, there doesn't seem to be any way of exporting On-Hold time. This seems like a rather large omission, as it is integral to measuring technician performance. I note that you have advised someone elsewhere on this board to go digging into some 'workorder' tables, but I cannot find a way of doing
Filter on empty date
Hi folks, I'm working with a custom request view in the latest version of Servicedesk Plus MSP and I'm trying to set the filter criteria to filter on an empty Responded Date. It seems though that i can only filter on a specific date not the lack of a date. There doesn't appear to be any way to say "show me requests where the responded date has NOT been set". Any help would be appreciated! Thanks, Serge
Sample csv file for account\contacts\subaccounts\products
HI ALL, i need Sample csv file for account\contacts\subaccounts\products Thanks in advance
Third Party patches not downloading
Hi I've created an automated deployment that patches MS and third party patches. I've got several third party patches approved but they're not installing. I just realized they are 'awaiting download'. Do I need to do something special to download third party patches? Thanks, Robert
Redhat PC adding and Patch management
Hi! I have to configure patch deployment to a REDHAT OS. i have tested them on other Linux Os but in red hat it seems different. i have installed the Linux agent on the redhat pc but it didn't communicate with the server. can anyone please help me to resolve this?
custom domain SSL certificate
How to add an SSL certificate for a custom domain for service Desc plus in cloud
Adding Additional Application Monitors
The built-in Application Monitors are very few and don't cover a variety of applications in an infrastructure. It would be great to create an Application Monitor that not only covers Performance Monitors (like in a device template) but covers processes, services and URLs. This would make onboarding new applications much faster then it currently is. If I had an application farm with 10 servers that all leveraged the same processes, services, event logs, etc, I have to go to 10 individual servers and
Trouble Adding Managed Software
I am trying to add a managed software product to purchase. I select software as the product type and click on the "+" next to the Choose Software field. The "+" has the tag "Add Managed Software". Nothing happens when I click on that button. I have added a screen shot. I am using Chrome (popup blocker is turned off), we are using ServiceDesk Plus 9.3 Build 9335 MS SQL.
No Reports and new Technicians after switching Database?
Hello everyone, After switching the Database from one mysql to another mysql Database, we are no longer able to see auditreports or define new technicians. All we get is a message similiar to "No Reports available" and if we want to add a technician, we get a white Square, but the Users won't get listed. Is there any known way to fix this without reinstalling the tool? Thanks in advance - Dave
Change WebServer Port by Server
Hi Support team, Could you send me the procedure to change the webserver port by the server? I know to change it using the web console, however, the application is unavailable because of the port. Thank you.
Event Log Monitoring - SQL
I am are looking to monitor for event logs that mention SQL database corruption on our clients SQL servers. Does anyone have any event log rules related to corruption detection that they can share? It would be appreciated!
If you delete a built-in device template, does it come back?
We have a small scope of devices and objects that we monitor with OpManager so having drop-downs for Device Templates with a bunch of unused stuff makes it a pain. If we go and delete all of those built-in templates (such as all the 3COM ones), will they be put added back in future updates?
Issue synchronizing Analytics Plus with ServiceDesk
Hi, After the Build 9424 update of ServiceDesk, I can't reconnect the database with Analytics Plus. Things I've tried: - Remove synchronization completely from ServiceDesk/Analytics and reconfigure it from scratch. - Synchronize a smaller portion of data. - Fix ATKey Error Nothing has worked, I'm attaching the error message: Please your support. Thanks.
OpManager URL Monitoring - 403 Error
Hello, I am trying to setup URL monitoring in OpManager, and while some sites I am able to monitor fine, others will give me a ‘403: This URL is forbidden’ error and the status will be ‘Service Down’ understandably. I understand it might be a configuration on the site providers side where they will not accept certain requests (maybe CORS?). I am just looking to see if there is anything on the OpManager site that I can do to be able to monitor URLs for these problem sites. Thanks!
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