User Login Exists
Hi Guys, I had deleted the a user login and I need to use the same user login How can I achieve this. I'm having >> "Login with same name already exists" #John
remote control
I'm trying to be remotely connected and it's giving me error
Duplicate sites
Is it possible to delete a site? When I try I get the message "WARNING :Site cannot be deleted as it is being used by a module."
Manufacturer list
Users of the Asset module is wondering if there is a way to modify the list of Manufacturers. It needs to be cleaned up.
search via API
What I'm trying to achieve is to search requests by keyword (on the subject line for example). The API documentation has an entry for a search_criteria field (found under Introduction > List view fields) with a description of "Refer criteria object (For performing advanced search)" - I've searched the documentation and cannot find this criteria object. Any assistance how to search requests will be greatly appreciated p.s. the documentation for the APIs seems to be all over the place, it would be
How to change Closure Code via API
Hello. I wrote next powershell script for changing closure code $inputData = @" <Operation> <Details> <closurecode>Failed</closurecode> </Details> </Operation> "@ $postParams = @{OPERATION_NAME = 'EDIT_REQUEST' ;TECHNICIAN_KEY = 'KEY' ;INPUT_DATA = $inputData } $URI = "http://servicedesk.local/sdpapi/request/3" Invoke-WebRequest -Uri $URI -Method Post -Body $postParams http request executed successfully with 200 code, yet request didn't changed in MAnage Engine. How i can change request closure code
Database Schema
Hi, I am aware that I can get elements of the schema from within the Reports Module, but sometimes this is not enough to answer my questions. Is it possible to obtain the full schema, including the tables that are not visible through the Reports Module? It would be extremely useful when building Query Reports, as one example. Thanks In Anticipation Ian
Dashboard Widgets - Cannot 'click through'
Guys, Since upgrading to 9409 we are finding that, on the dashboard widgets for Requests Received in last 20 Days and Requests Closed in last 20 Days, we cannot click through to the SLA Violated Requests. The click through to the list works for the non-violated, bit not for the violated, which are really the ones we are most likely to want to look at. Anyone else encountered this and anyone know the solution? Thanks In Anticipation Ian
Regarding issue with resolve notification send to requester
The requester has to delete his / her browsing history every time to close any resolved ticket. When the requester clicked on the link to close the ticket he got the message “You are not authorized to view this page. (Requesters are allowed to closed their own resolved requests) He deleted his internet browsing history and then clicked on the same link.He was able to close the ticket after that. Tried using different browsers, same issue on all the browsers.
Being able to change the lease notification template.
Hi, Could it be possible to change the Leased asset notification template? We would like for the text to be a bit more user-friendly; and if possible to not send it to the asset owner on a daily basis.. for us it would suffice to remind them every Tuesday and Friday or alike.
Maximum of 30000 records in SDP Reports
What's the best way return more that 30000 rows when extracting bulk data month from SDP in a scheduled monthly report please?
Define Request and Incident
Hi ManageEngine guys, Can you define or tell me what do you mean by REQUEST and what it means as an Incident in Support terms. I am confused, when you all call Incidents as requests and requests as incidents. Thanks John
v9.3 Build 9300 - Not MSP version - Where can I download it from?
I am looking for v9.3 Build 9300. Not the MSP version. Where can I find it? Can someone from ManageEngine let me know where I can find it.
site details in incident creation screen
Dear team, any one can suggest the how to get the site details field in incident creation screen by requester. so that we can ask requester to fill the field on which site asset is currently located , it will be useful for technican to attend call in less time. regard, Manoj
Servicedesk plus
Is there some kind of tool, in Service desk Plus, that is enable to leave the reminder but for groups.
Upgrade to 9440 - SQL Server issue
I upgraded from v9.3 build 9335 to 9440 and it looked as if everything went well. I did backup the DB and everything and this is in our test environment. Unfortunately, after it finished installing everything I started the service and it would not start. Then I went and checked the tasks and found that there is lot of Postgres processes running. I had pointed the DB to SQL in my previous install and now it ilooks like there is Postgres running. Why would Postrgress processes run when I have the DB
ServiceDesk Plus 9417 Released
Dear Users, SDP 9417 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9417 SD-72858: Failure in sending system notifications for incoming requests and conversations in environments where Microsoft Office 365 and Microsoft Exchange mailboxes are configured. This is because even the valid emails sent within these domains are marked as bounced as they don't have the 'Return-Path' header. SD-72318: Under
Can I restrict access to software licenses
How can i restrict access to the thecnicians to see license keys ???
How do I connect a drop down to a SQL datasource?
HI, How do I have a drop down list pull in data from my MSSQL server table? Or If I have to I can have it batch the data in from a CSV file. But I need to fill a drop down with our data and then based on what my user selects - give a sub result. Exactly how 'category' and 'subcategory' work . If I need to I can use API, CSV to populate my drop down list, Insert directly into SQL table, etc. WHat is the method to accomplish this? Using python script to read a csv? Can't seem to find any info on this.
Performance Issue long loading Times opening Ticket System
we have set up the ManageEngine ServiceDesk Plus System and changed every setting for us. Now we finally do our configuration and testing the system and found a performance issue. If we open our Link it takes about three seconds to load the site completely. In attach you can find some wireshark screenshots with bad checksum and a RTO of 3 Seconds. Maybe this is the problem we don’t know.. but for us and our employees is that unacceptable. The other thing is we want to change the Icon in the Header
Menu bar SDP
Hi everyone, I want to customize the menu according to the attachment. Hope to get help. Thank you very much.
How to set Request Status to "In Progress" when a client responds to request?
Hi Folks - How can I set up a process where the Request Status is always set to "In Progress" every time a client responds to a ticket? What is the easiest way to achieve this? Thanks.
Edit language
Hi Dears I want do change your programming language to my language, please tell me what file should be edited. Also my language is Persian and is right to left languages and part of UTF-8 unicode language also I can after translate the whole of the program, send you translate files to use in service desk plus
User Information
We have multiple domain controllers. Now, when we select the Requester, it automatically fills up the requester information and their contact details and location from AD (I suppose). But, what we are noticing is that there is an issue going on where the user location is wrong which it is being pulled from AD. The users AD account has the correct location, but it displays a different location in the ticket. What could be wrong here?
Unable to login after AD / LDAP changes
We have an On Premise installation of ServiceDesk Plus (v9.4.16) with LDAP integration. Recently, our DC that we connect to LDAP had issues and had to be rejoined to the domain. I am now unable to log into ServiceDesk with Domain accounts. Both of our Technician accounts are Domain accounts as well and we do not have a local account with admin access. I know the server is running because I am still receiving emails for new tickets. I'm just not able to login.
Surveys
Hi, Is there a way to send a survey to a particular user or does it have to be sent out after a certain amount of calls have been closed?
How can I change the list of Default Filters for the requesters?
I cannot seem to alter this list - add a specific filter, or even remove filters. Some of them are very confusing for the end-user. Is this normal ? Do you have a workaround ? Because requesters cannot even seem to create their own views.. thx D
Automatic support group determination based on SAP transaction
Hello, There is an interesting post about requests coming directly from SAP into ServiceDesk Plus. Using this integration, your tickets will be sent to the relevant support group immediately, without any effort from the end users or the agents. https://sta-technologies.com/automatic-support-group-determination-based-on-sap-transaction/ Hope you find this interesting. Cheers, Tamás
SDP - Problem connecting to mailbox
Dear Support Team, Still fighting with a common problem mail fetching from Exchange 2013. Tried everything, all the protocol, ports, enabled/restarted services. Everytime I get FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Please assist.
Custom Trigger Not Working - "Set Request Status to In-Progress upon Requestor Reply"
Hi Folks - In month's past, I implement the solution located from this topic: https://pitstop.manageengine.com/portal/community/topic/how-to-set-request-status-to-in-progress-when-a-client-responds-to-request However, with the 9.14 upgrade, it's not working anymore. I'm also not seeing anything logged in the System Log Viewer. Can someone please recommend a solution? Thanks!
Upgrade failed from 9300 to 9335
I took a snapshot of the VM. I took a manual backup and then did an upgrade. While upgrading it pointed me that it wil not support IE 9 anymore, and I said yes and proceeded. Then it asked me to backup again in GUI. I said YES. as I said YES within seconds I got a message Upgrade failed. I reverted back to the oirginal VM I took a snapshot. I forgot to take a copy of the bakcup file and keep it separate bust just did a REVERT Of the snapshot. Now I get an error message. The services keeps stopping
The most basic ticket reporting - how to?
I'm new to my position as Director of IT and I've inherited a SD SaaS implementation. We have a 3 tech team - with the bulk of tickets falling onto our Tier 1 member. SD is very rich in its reporting - but it seems to leave out the basic metrics that - at least - I'm looking for in the pre-made reports. - How many tickets did we receive last month? - How many did we close? Can anyone point me in the right direction - especially one that doesn't involve creating such a report? Thanks.
Requester - Format for E-mail Id(s) To Notify
What's the recommended standard delimiter for e-mail Id(s) to notify field? Which of the following? A. semi-color (;) test@gmail.com; test1@gmail.com; test2@gmail.com; B. comma (,) test@gmail.com, test1@gmail.com, test2@gmail.com, C. dot (.) test@gmail.com. test1@gmail.com. test2@gmail.com. D. space ( ) test@gmail.com test1@gmail.com test2@gmail.com E. Copy and Paste from Outlook Test <test@gmail.com>; Test 1 <test1@gmail.com>; Test 2 <test2@gmail.com>; How do you convey this format to the end users?
Asset managing
Hey, i'm trying to manage my IT asset laptop, normally i would have selected a OU and scan periodicaly these device without installing an agent. I see I don't have that option I can only import CSV. How do you manage your asset ? Is there a best practice ? thanks,
Deletion of old patches
Morning, Lucky here from South Africa My patch folder is 13.2GB big, i have patches dating from 2014 up to date, my last patch is 9.4.0-SP-0.16.0 . What is the impact if i delete old patches from 2014 - 2017 to free up space on my server? Are the patches interdependent ? Regards Lucky
Migrate Servicedesk plus from v9.3 build 9300 to v9.4 on a new server
I am planning to migrate the servicedesk plus to Windows Server 2016 and I would like to migrate the older version to the newer version. I see that you all are saying that the DB can only be migrated from the same version. So, what if I install the newest one on a Win2K16 server and want to have the older data to be imported to the new one, how can I do it? Appreciate your feedback. Thanks in advance!
Some of the Technicians not available suddenly.
Hi All, I have removed one Admin user from ServiceDesk plus. After that, some other users got removed from Technicians list. While assigning the ticket I am to view the technicians. But While closing the request automatically goes to the unassigned state. Is there any options to retain back. Thanks, Vinoth.
Java tunning
Hello, Which can be the best optimal values for: wrapper.java.additional.19=-XX:PermSize, wrapper.java.additional.20=-XX:MaxPermSize, wrapper.java.initmemory and wrapper.java.maxmemory when using Windows server 2012 R2 64 bits and a 64 bit version of Java
Tasks Management - How to give technicians access to "open tasks" and "all tasks"?
How to give technicians access to "open tasks" and "all tasks"?
SMS integration by SOAP
We are trying to integrate SMS through SOAP but we would like to know if it is possible. Thank you very much
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