Restore Device
I accidentally deleted a wrong Server on Service Desk Plus. Is there any way to restore the device and these data? Thanks.
Unexpected behaviour change after upgrading to build 9239
Hello, After upgrading our test environment from build 9227 to build 9239 we noticed a behaviour change when using email command. Until now, we used the default SDP email address as FROM address. Because this email address is associated to the default administrator profile, all mappings were successful. Since the upgrade however, the mapping fails. The issue is that the email address is also associated to a requester profile. That means there was a change in the logic: now SDP seems to first check
Request Details - Name field on the New Incident form
Is it possible to add a custom field which is populated based on records on the database. For example, can we add a custom field that contains all Requester Names by referencing the table rather than manually adding them? Secondly, is it possible to use $CS.getValue(FIELD_NAME) to change the value in the Requester Details - Name field? For example, we change get the value for the site field by using $CS.getValue("SITE"). How do we do this for the Requester Details - Name field, please? Many thanks.
Job execution Failure
Hi, I need help to solve this issue, we have many error logs like this and some notifications are not sent JobExecutionFailure: jobId:106671; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[106671],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":6243,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@2f537f63"],"errorInfo":[null]}
Purging old tickets?
Hello! It is possible to have the system automatically purge tickets that are past a certain age? For instance, maybe a query or scheduled process that can determine tickets over 5 years old and automatically delete them? Or even if it can automatically archive so someone can go in and select all the archived tickets and delete them manually? This is for a "data retention" scenario. Certain tickets don't need to be kept longer than 5 years so it is beneficial to have them purged. Thank you for your
TLS 1.2
I was under the impression that Service Desk didn't support 1.2 encryption. Is this still true? If so, when can we expect and update that supports it? If it does support it, how do we enable it?
Technican Appear in drop down list while creating a ticket but it doesnt exist as a real technician
We are currently experiencing and issue when trying to select a technician who appears in the pick list but doesn't actually have a real tech accounts how can we remove this bug. Our Current Your Version : 9.1 Build 9120 We will be updated to latest version soon but in the meantime we need to fix this issue before that happens.
Query Report please need assistance
Dear Developers. Can you help me please. I need to add string with "type of request" in this query. Thanks a lot for the answer. SELECT wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",wo.TITLE "Subject",sdo.NAME "Site",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESPONDEDTIME) "Responded Date",longtodate(wo.RESOLVEDTIME) "Resolved Time",longtodate(wo.COMPLETEDTIME)
Flows per second being received by Netflow over all
Is there a way to determine the number of flows per second that are or have been coming into the netflow app, and how does one set the time frame? In other words, if I want to tell how many flows are being received by the application right now, and also the time frame of a particular day/time last week. Possible? Debbi
Reports not showing
Hello Suddenly reports are not showing on the web interface and in the scheduled reports. BUt the syslog is receiving and working. Is there anything I should check or start?
how to define a customize application
hi team we have many customize application , they use very unuse tcp and udp port , how can i define a customer application on netflow to exclude these data as the attack.
Technician has gone missing, and cannot be re-added.
I tried to remove a technician and convert them back into a requester. They no longer appear in Technicians, but they also do not appear in requesters even after re-importing Active Directory. I cannot re-add them manually as a technician as it tells me the login name already exists. The technician can still log in as a technician, but all their access/admin rights have gone. I've got a case open - 8013167 - but had no reply yet.
Delete unwanted conversations
We had an issue end last year where the whole notification, emails replies went into a loop. On a ticket we had the requester that activated an Out of office, as well as the Technician assigned to it. After a few days both these users also ran out of mailbox space. We are pulling emails every 10 minutes. Now the ticket gets updated and it send out emails to both the requester and technician. (this happens with every email retrieved with the request number in the subject) Now you can calculate the
Change arrange error
Hi, We upgraded Service Desk from 9049 to 9.2 Build 9238 successfully. We faced an error when we arrange Changes (My openChanges, All Changes, Closed Changes etc) And when we arrange tasks the same error. This happens for most of our technicians. For 2-3 technicians its ok. We try to clean browsers clear cache, history etc but still the same error. Attached you can find the error. Regards
OpManager Application Manager plugin asking to reauthenticate
I've installed a trial version of OpManager v11.5 along with AppManager plugin. the problem is that when I try to browse to OpManager parts related to AppManager plugin, it asks me for username and password. I login with the below credentials: user: admin pass: admin@opm Is there any way to bypass the authentication for this plugin?
User survey exception
Hi Regarding User survey exception, I would like to ignore survey sending for any request which is cancelled (Closure Code is "Cancelled"). Can we set the configuration of ServiceDesk plus for this matter. Best Regards Poowanai
Can’t access all requests
I’m trying to get all requests. I found this post and tried to do it the same way. The URL I’m sending with HTTP GET method is …/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=XXX…XXX&INPUT_DATA=<Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>All_Requests</value></parameter></Details> The response body is: <operation name="GET"> <result> <status>Failed</status>
Error in system log
I am receiving this error message very frequently and it is making the database increase in size very quickly. JobExecutionFailure: jobId:3232921; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[3232921],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":43355,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@1b4576e8"],"errorInfo":[null]}
[Support] Tab
Dear Support, We used to have access to the [Support] tab for checking logs etc in MSP ServiceDesk Plus. But since we upgraded to v9.2 Build 9204, this option has gone. Please advise (we have the free licenses) Best regards Jon Ward
ADManager Plus favicon not displaying
I wanted to update the favicon for my AD Manager environment, but before doing so I noticed the current favicon is not even displaying. It shows up with the default blank page icon. I see what looks to be the intended favicon named E:\ManageEngine\ADManager Plus\webapps\adsm\images\adap_favicon.ico, but it is not displaying in the browser.
RSA integration linux
I have problem with PMP RSA integration. Centos7 64bit, PMP 8504 It seems cannot call RSA API Authentication failed: serverout.log: [09:15:57:192]|[10-27-2016]|[SYSOUT]|[INFO]|[77]: Caused by: java.lang.NoClassDefFoundError: Could not initialize class com.rsa.authagent.authapi.logger.AgentLogger| I tried over SLES, PMP 6.8, 7.6,8.5, 32bit versions with no success In windows environment works perfectly, but I need on centos.
Resolution tab brings up Solutions
We updated Service Desk last night to the latest version. Now, when a technician clicks the Resolution tab within a ticket, it brings up Solutions. The technician has to then click the Resolution tab to the left to bring up the Resolution box. Can this be changed to default to the Resolution box?
application is runing too slow
Hi I am setting up a servicedesk plus but application is too slow. I have follow the instruction on your forum for java tuning and set as follow · wrapper.java.additional.19=-XX:PermSize=64m · wrapper.java.additional.20=-XX:MaxPermSize=256m · wrapper.java.initmemory = 256MB For small and medium customers: wrapper.java.maxmemory = 2512MB Thanks Fariha Naveed
Project task/milestone dependencies
We would like to have the ability to set dependencies for the different milestones. This will help to show when the delay in milestone 1 can affect the start of milestone 2. We would also like to be able set task dependencies across milestones for tasks in different milestones. Thank you.
Custom Notifications?
Hello all, I searched the forums but couldn't find a definite answer to this. We are setting up some notifications for our SDP OnDemand and noticed there was a custom triggers option for SDP. I wasn't able to locate it in OnDemand. Is this feature available in OnDemand or is it currently limited to SDP? Thanks! Jason McGhee
Email command not working from script automated email.
One way we use our helpdesk system is to keep track of computers we loan out to students. We have a google form set up where students put in their name, homeroom, what computer they need and why, etc. When they hit submit, google script adds their info to a google sheet as well as emailing all the info to our helpdesk email. I've set up email commands to parse the emails as they come in, but this is where the problem lies. The email that google script sends is NEVER parsed... Now... I can take this
Purchase Request module
Did the new purchase Request module ever get rolled out? We are on SDP 9.2 9241 Enterprise Edition and the PR form looks the same. I'm looking to be able to add quotes to the PR and be able to open a PR from a request ticket but the functionality does not seem to be there. I saw some other posts on the forum and it talked about those features. Just wondering if I need to enable anything. Thanks Steve
ADSelfService Plus build 5325 released
Hello Everyone! We are glad to release the latest version of ADSelfService Plus – build 5325. This build features some enhancements and a bug fix. Enhancements: Two-factor authentication for ADSelfService Plus login can now be configured based on OUs and groups. To configure the settings, navigate to Configuration > Policy Configuration > Select Policy > Advanced > Login TFA. Option to exclude smart card users from password/account expiration notifications, and soon-to-expire password users and password
Custom Fields In Solutions
Is it possible to add custom fields in the Solutions module?
Automatically Approve Change Based on CAB Recommendation?
Is there a way to enact the "Approve" action in the Approval stage in a Change Workflow once all CAB members have recommended? Since we have trouble utilizing the ChangeManager role and Change Approver role because there are few separate entities that handle the CR besides Requester, Technician, CAB, and Reviewers, we would like the CAB approval to initiate the status change rather than having a separate role have to go in and approve the change. If this is something that can be handled by custom
Asset Description Edit?
How do you edit the "Description" field under Asset Details? I click Edit, and I don't see a way to edit that field.
Search in conversation
It would be nice to be able to search inside the conversation. Reason to this is that it is very time spending when you need to find a text from a request there you don't have the number for some reason and you only have a word or two from the conversation.
Closing Tickets without confirmation Mails
Hi, could you please think about the possibility to add a Request without any confirmation mails to the Requester? As Description: Our Techs have to create Tickets for all Requests. If a request comes by phone and the Tech is able to fix everything it will be great if he can add the Request in a 'closed' state without a confirmation-mail. Thanks Florian
Notification of requestor when a request is put on hold
When a technician puts a request on hold, it would be ideal if the requestor could be notified automatically. The best option I see is to use the "Acknowledge Requestor by Email when the Request is Updated." It is important to notify a requestor regarding the reasons a request has been delayed.
Adding whitelist to PMP
Hi I'm trying to add a whitelist to only allow access to PMP from only itself (the server where PMP is installed). I created the following rule as per the documentation: <Context path="" docBase="PassTrix" debug="0" useHttpOnly="true"/> <Valve className="org.apache.catalina.valves.RemoteAddrValve" allow="127.0.0.1"/> <!--Context appBase="" debug="99" docBase="${server.dir}/help" path="/help" reloadable="true"/--> But when I try and connect via the browser it seems to connect
email settings SDP MSP
Hi, i am trying to figure out the following scenario and any suggestion would be useful: my company has acquired a smaller company. let's call my company, company1, and acquired company, company2. Every company has it's own set of users and for some time every company will handle its own users, but using the same service desk, thus meaning that users form company1, should send requests to support@company1.com, and recieve answers from the same email address, and users from company2 should send requests
Boot Camp Feb '17 - Gestión de Cambios
Script for assigning Sites to Techs
Is it possible to have a SQL script run in Manage Engine MSP that would assign a list of sites to a particular technician?
ManageEngine Desktop Central : Jan 2017 - Patch Tuesday update
Hi Folks, Good day. Quick update on the January 2017 Patch Tuesday. New Security Bulletins : Security Update for Microsoft Edge (3199709) - Supported Security Update for Microsoft Office (3214291) - Supported Security Update for Adobe Flash Player (3214628) - Supported Security Update for Local Security Authority Subsystem Service (3216771) - Supported Office Updates : SECURITY UPDATES : Security Bulletin MS17-002 MS17-002: Description of the security update for Word 2016: January 10, 2017 (KB3128057)
Asset Management Report
Hello, I have been tasked to build a report on servicedesk plus that needs to provide information regarding the current mobile phone devices we have assigned to users. I am able to get the following columns easily through the GUI: Product Name | Phone Number | Asset State | User | However It has been requested that on this report we need to enter the Executive Officer that the user ultimately reports to, this information is sort of available on AD in the sense of we ca see who the user reports to
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