Closed Requests from Service Catalogue Shows up in Incident Filter
I have a filter that is like this: Match ANY of the following (OR) Group is "none" Category is "none" Subcategory is "none" Request Mode is "none" Request Type is "none Now this works great for Incidents. If they lack any of these required fields, the incident will show up in this filter. Now where it gets tricky is that in the Service Catalogue the templates doesn't have the fields "Category, Subcategory, Request Mode or Request Type" so all of these fields are set to NULL. Well that makes any Service
Can't edit a work log entry for Changes entered after the upgrade to 9210
Recently upgraded to 9210, it appears that work log entries entered on Changes AFTER the upgrade can't be edited. Work log entries entered on Changes PRIOR to the upgrade can be edited. Your Version : 9.2 Build 9210 Latest Version : 9.2 Build 9210 [Details] Database : mssql
How to add a new parent topic in Solutions
I see how to create a new sub topic. How do I create a new parent topic?
Cant get this to start.....
Cant get this to start..... Seems to be a common problem. Trying to get it to start on Windows server 2012. Any ideas??? Thanks
Version 9209 Installation
Hello, Recently our ServiceDesk Plus MSP was upgraded to 9.2 Build 9208. Tested the installation of 9209 and it errors. The installation stops and uninstalls. Wondered if anyone else has had an issue with this patch? Thanks,
all reports show tickets of all accounts
Hi, After doing the update to build 9209, the reports show the tickets of all accounts, regardless of the selected account. But this only occurs with admin users logged. Therefore, all the reports scheduled with an administrator account to be sent to the customers are wrongly showing the tickets of all accounts Thanks in advance
Custom Triger Add a Request
Hi we are using the SDP MSK Version 9208. We want to run a custom script (python) when a request is closed. The script is below and the proble is that we are receiving the message when scripts runs .. Action Executed is :Νέο Δελτιο τιμολόγησης Message: Session request submitted successfully{'operation': {'result': {'status': 'Failed', 'message': "Mandatory element 'account' not found"}}} "data={\n \"operation\": {\n \"details\": {\n\t\t\t\"account\":\"ANACHEM\",\n \"title\": \"descrf\",\n \"priority\":
Service Desk Plus not fetching emails
We recently migrated and implemented SSL on our mail server and a few changes were made including the server name. I made the necessary changes on the application like POP to POPs and both incoming and outgoing ports were changed to 995 and 465 receptively. After I made the changes the application has stopped fetching mails. Kindly help me look into it and see if there is anything I can do. Thank you..
user notificatio
Hi all, I need one more solution from you! This is the scenario: 1. Recieve request from user that is not already in system. Recieve it by phone or personal mail. 2. Create request in name of user using web form 3. When prompted respond Yes to create new requester 4. Request is created in SDP MSP and, also, requester is created. The issue that I can not resolve is that requester never recieves information about request creation and login information. Which notificatio should I use to resolve the
SDP MSP error after switching to HTTPS
I followed this document to prepare keystore, csr and load certificates. https://www.manageengine.com/products/service-desk-msp/help/installation-guide/documents/install-ssl.html It all went fine during cert creation and loading, but after restart I can't login to SDP anymore. The error message is "ERR_SSL_VERSION_OR_CIPHER_MISMATCH HIDE DETAILS Unsupported protocol The client and server don't support a common SSL protocol version or cipher suite. Any idea?
SDSiteAdmin role can't select Change Implementer
I have a user that is set-up with SDSiteAdmin access under our MSP default site (OSC Host). This person is entering changes into the system for us however they aren't able to select technicians for the "Implementer" role. They can see the list of technicians but can't select anyone. The technicians are all set-up in the same site (OSC Host). Not sure if this is a restriction with the SDSiteAdmin role or if this is a bug? Thanks, Tammy Your Version : 9.2 Build 9204 Latest Version : 9.2 Build 9209 [Details]
Cannot start Service Desk Plus MSP
I am trying to start the application after installing it and it freezes. This is what I am getting. And then I have to close out of my terminal because it won't work. root@debian-axiros:/usr/ManageEngine/ServiceDeskPlus-MSP/bin# sh run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /usr/ManageEngine/ServiceDeskPlus-MSP JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m
Unable to Install on Linux | Ubuntu, Debian, and RHEL
Hello, When we go to install the downloaded 64bit file from the website and following these instructions (without GUI): https://www.manageengine.com/products/service-desk-msp/help/adminguide/introduction/installation-linux.html#lin2 we seem to run into an issue where the installer doesn't actually load. It states it is loading the Java(tm) Virtual Machine then goes right back to the prompt asking us to run a command. We've tried this on Ubuntu 16.04, Debian GNU/Linux 8, and RHEL 7.0 with the same
Custom subject on Incident template based on Requester information
Servicedesk Plus MSP 9.2 Build 9208 So I'm trying to figure out a Field & Form Rule for my template that makes it fill in the Subject automatically when the Requester field is changed. So if the Requester is in Department X the subject would change to "X Pinpad incident" But I can't select Requester as a "OnChange" item in Field and form rules. Also it's important that the technician can change the subject after that has been done.
Purchase Issue with Quantity Field
Hi, I'm currently using Service Desk Plus MSP version 9.2. When I raise a purchase order I need to add a quantity of 3.5, but it looks like this isn't possible, I receive a message back 'please enter a valid number). The order I want to raise only cover a quantity of 3.5, how can I get around this issue? Thanks, Tracy
HELP SERVICE DESK PLUS IS NOT STARTING
My sistem is not starting, someone know how to resolve this problem, stay in this status ours and ours....
Change Management Failure Workflow
I would like to get some input on how best to handle a change that fails the implementation step. I went in and added a status of "Failed" within the Implementation stage. In the workflow we want a failed change to still go to the Review stage so we can figure out why it failed. At that point, I am not sure the best way to handle the change. We want to change to be reviewed and then move to the Close stage but we want to the final status of the change to be "Failed". While I've got a "failed" status
Change the ApprovalLink
Hi we want to change the approval link from ip to host name ! where we can do this change ? the approvallink is now somethink like this http://78.105.45.26:8080/approval/<some text > and we want to replace the ip to a host name like this http://helpdesk.company.com:8080/approval/<some text >
I'm REALLY beginning to hate the Data validation NOT performed by MSP
Before I get into all the MESS I'm dealing with I will preface my statement by saying I just realized if I login as the default "administrator" account, I see one set of accounts but if I login as my personal account which also has SDAmin rights, I'm getting a DIFFERENT set of Accounts including the one Account I'm trying to remove. So, on to the crap I'm dealing with... It appears I have lots of orphaned data elements. I've got sites with accounts associated but the accounts do not appear in the
Host Headers
Hi I am trying to setup MSP and Analytics Plus on the same server. We are moving from Service Desk Plus, My network guy has a question listed below. We currently use this with our Service Desk Plus environment. Can you advise if this will work with MSP and Analytics Plus and if so provide some details to assist with this. Thanks The current SDP environments / APPs / internal URLs are setup to use: our internal wildcard certificate, *.fsg-gxp.local TCP 443 / HTTPS Suggest you find out from either
Limit text size for field "Task -> Description" over REST API (JSON)
Hi, If "Description" field in a "Task" have more than 50 characters I can't get this text over API. How can I fix it?
Force requesters to use specific fields
Kia Ora all, I have recently taken on the role of Manage Engine Admin for my company. I have very little knowledge / "knowhow" of Manage Engine. Currently I just stumble through the admin tab and normally get things done. Currently our ME is set up so that technicians must fill in all fields that are "red-asterisked". However, for some reason, normal requesters are leaving these fields blank, which means they aren't prompted to fill out the required fields for some reason. We have a number of custom
Software Audit not reporting the correct number of installs
We are having an issue with the software audit. As an example, as you can see from the attached, it is stating we have 2 installations of Exchange Server 2013, however, we only have one. Please can you advise how we can get this resolved as it is not giving correct figures for our software installations and our management is losing faith in the product. Kind regards, Shaun
Reset or Restart - not sure - index counter to search for requests
Hi Gang, We had to clone our server (VM) and manually copy of the various folders that contained conversations, notes, attachments and so on. However, some tickets arrived and were not indexed, there are now but not the previous ones, so we can't use quick search i.e. we must use the advanced search. How do I go about restarting the indexing process so it includes those non-indexed tickets? Thanks, Daniel
Request On Hold and Due By Date
I have a quick question about SLA. I created a simple SLA for a customer in MSP. It is set to Low Priority tickets with these values Response 12 hours Resolve 7 days. I created a test ticket for that customer. The SLA ran and filled in the Response DueBy Time and DueBy Date fields. I then changed the Status to On Hold – Customer Working. Shouldn’t the Response DueBy Time and DueBy Date fields change since the ticket SLA is paused? If it doesn’t then those dates/times are wrong? Am I missing
Migrate from SDP to MSP
Does anyone have any experience moving from SDP to MSP? We are moving to MSP on a new separate server. I am not planning to migrate over the old tickets. I am looking for a solution for dealing with the remaining tickets that will still be open(~400) when we move to MSP. Our customers mostly use email to create and update tickets. Short of having MSP use a new url and email address and keeping both systems live for a period of time and don't really have a good solution. Any suggestions?
Adding new status types breaks OPEN request view
After adding additional Status request types all tickets now filter in Pending instead of Open Requests view. How can I make custom status types appear in the proper view filter?
Disabling auto emailing to specific mail accounts
tl;dr Another support company we email have an automatic reply to say "Thank you for contacting us" then we email them back with an automated response saying "Thank you for contacting us" then they reply back to say "Thank you for .... etc. etc. Is there a way to stop this for particular email addresses? If not, please could you look at doing this? Thank you Brad
Is it possible to add new services to the catalog in the standard free version?
I can´t find the where it's the place to add more services in the service catalog: https://www.screencast.com/t/aLfcmDfO Can anyone help me? Thank you!
Error when creating a site: "Please select an account"
I am getting "Please select an account" when I try to create Site. I don't see option to select account anywhere on the page. I am logged in as administrator. SDP: 9207, postgres, Windows 2012R2
Link linked request to other requests
Hello, You can link multiple requests to one request, but when you enter one of these linked requests, the option 'Link requests' in the actions menu is gone. Is this a bug or a feature? We want to also link these individual linked requests to other requests. At the moment we are using 9.0 Build 9009. Kind regards, Kerim Berkeveld
Request Closure Code
Hi, It appears you can now close off requests without actually selecting a request closure code which isn't ideal for stats purposes. Can you advise if there is a feature I need to enable to stop this? We're currently using version 9.2 build 9204. Thanks, Tracy
Need Quick Way to Track meeting Time
Our techs spend time in an Account Rep role creating reports and meeting with clients. I want to create a simple web form that will close the ticket on creation. My question - is it possible to add time into the Work Log at ticket creation? They should basically need to fill in their time and one or two fields on the web form. I do not see any way to access the Work Log fields on ticket creation. Any suggestions?
ServiceDesk Plus - Show Worklog to requester in the Self-Service Portal
Hello! Is there a way to show Worklog to requester in the Self-Service Portal? Thank you!
refresh page when field is changed
hello all, how can i do re-fresh page when a field input is changed? i have if statement, so when user selected an input (ex: to destination field) the corresponding other field changed, but when user changed again the original input (ex: destination field), the corresponding field does not changed properly. I have to hit refresh so that template goes back to default options thank you
changeDBServer.sh to POSTGRESQL FATAL: role "root" does not exist
Hello.. I am unable to connect to ManageEngine SDP postgres when changing DB .. ************************************************************ DB Server Setup wizard ************************************************************ 1) Setup POSTGRESQL Server 2) Setup MYSQL Server 3) Setup MSSQL Server 4) Quit Go to [1/2/3/4] : 1 Host : localhost Port : 65432 User : root Password : xxxxxx DB Name : servicedesk --------------------------------------------------
SDP MSP 9204 - Technician Availability Chart doesn't show changes or tasks
Good Morning, We're running SDP MSP in Build 9204. When I open the Technician Availability Chart for any person, I can well see all the requests assigned to that person on a specific day. Unfortunately, I do not at all see the assigned changes or tasks inside changes. Is there any way to change this behaviour? Thank you for your help! Sebastian
SDP MSP 9204 - Worklog time spent always automatically filled
Good afternoon, We are using heavily the "work logs" inside the SDP MSP to track our people's work. The goal is to correctly put a time spent on a task, e.g. 8 hours. But these 8 hours can be spent between 8:30 and 17:30, including 1 hour of lunch time. If we try to set the start and end time of the work log like this, it calculates automatically the time spent to 9 hours, which is not correct in our case. Is there any possibility to have the begin and end date fully independent from the time spent?
Service Catalog Request Close_Request Rest API
Hi, Is there a CLOSE_REQUEST for Services and not Incidents? When i try to use CLOSE_REQUEST Rest API Call as the guide states Close Request To close a request, the URL is given as: http://<servername>:<port number>/sdpapi/request/<request id> Assume the Request ID to close is 25, then the URL is given as: http://localhost:8080/sdpapi/request/25 I can close fine Incidents opened, but not Service Requests. I get a response <operation name="PUT"> <result> <status>Failed</status> <message>Error
How to setup multi-tenancy in MSP ServiceDesk Plus MSP
Hi all, I have my ME ServiceDesk Plus MSP, but I am thinking of setting up multi-tenancy on my environment. I have spoken to Sales Manager Alan in Singapore WHO sadly wasnt any help at all. I will definitely choose another product next year.... Disappointed in the after sales support. I was wondering if anyone technically can help me out here.... Regards,
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