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.
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.
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
ServiceDesk Plus 10 - Known issues
Dear User, The following list contains the issues identified in the ServiceDesk Plus 10 release. We are working hard to fix them as early as possible. Expect an update soon. Migration fails , if we have renamed any of the default status to Assigned or In Progress status. [Fixed and Released] Fixed an issue in latest ServicePack 10 , where the homepage didn’t display widgets such as Announcements, My Tasks, and My Summary. [Fixed and Released] SD-74934 : Dependent (group, technician) fields under
9425 skip log in prompt
Since upgrading to 9425 we are periodically getting the log in prompt where as we had the single sign on implemented prior. Do we need to do anything in the new version? it doesn't happen all the time. Any hints are appreciated. Thanks
Let all users access the PR Module
Can it be Possible that all the users in the System can access the Purchase request Module. If possible, this will help different users make PRs from their logins and their Supervisors approve and it advances to the PO. At the Moment, A particular user must be granted /given access to the purchase module
instalar la version build:9232 de service desk plus
hola buenos tardes estoy buscando unaversion build:9232 de service desk plus, ya que tengo instalad ala version 9.4 y al momento de redireccionar la base de datos a esa que fue creada en la version build 9232 me manda un error de que no se puede conectar hasta que tenga instalada esa version, saben donde la puedo encontar o que puedo hacer
Upgrading to 9426
We are about to upgrade from 9033 to 9426, are there any pitfalls or processes that we should know before making these upgrades?
Get the first glimpse of ServiceDesk Plus Beta
Dear Users, We would like to bring to your notice that, we are planning to release upcoming SDP ServicePack with below features. Build url : http://beta.servicedeskplus.com Request Life Cycle : Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition/s easily. The next possible transition for any request is displayed in the Request Details page. Associate a life cycle to any number of templates. However, only one
API V3 Question
Hey Guys Hoping someone could give me a rough time frame on when the below API call would be released or if it already is? I am assuming it isn't as this is the beta documentation, sorry pretty new to SDP https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#add-worklog-for-project-task We are running version 9402. Would be keen to make use of this in our workspace. Thanks for your time Rodney.
Limiting Open Changes
I have stared to wonder about WIP Limits lately. I am considering if there is any way to limit the number of Open Changes that can be assigned to a Group in SDP? I can't think of a way of doing it, but wondered what people think. Ian
"associated purchase request will get removed" prompt
We just updated from 9414 to 9421 last night, and now techs are getting the below prompt. We have never used any of the Purchase Order functionality, or even configured any of the options. How can we get this pop-up to go away?
Widget for listing requester assets.
Is it possible to make a widget for self-service portal so when a requester log in they also see there assigned assets ?
Save As without having to run report
Currently I have to create a report and run it before I can even save it, If I want to edit and "Save As" a report as a slightly different version, I only have the option to save, overwriting the one I already have, that I don't want to change. How can I get round this? It wastes hours of my time running reports only so I can save them to run at a later date.
SDP fails PCI DSS Scan
CERN httpd Double Slash Protected Webpage Bypass - does anyone know how to block this please? The remote web server allows an attacker to access protected web pages by replacing slashes in the URL with '//' or '/./', which is a known problem in older versions of CERN web server. Contact the web server vendor for an update or tighten its filtering rules to reject patterns such as : //* *//* /./* */./*
Reopened Calls Report
Hello, i'm looking to report on reopened calls, is there a query available for this please? If possible looking to report on following information: Ticket Ref Date Created Date Closed Closed By Closing Category Date Reopened Reopened By Reopen Count? Many thanks Lisa
Can Field & Form Rule update Subject text when editing Request Details?
I have created an "On Field Change" Field & Form Rule to update the Subject text based on the contents of several fields. The rule works fine if someone changes the value of an Additional Field by editing the request via the Edit button at the top of the request screen, just to the right of the Request ID. But the Subject does not get updated if the user edits within the "Request Details" section - either by clicking the Edit button in that section or by clicking directly on a field to be edited.
Cannot Configure ManageEngine Servicedesk Plus Mail Server Setting Please Help
Cannot Configure ManageEngine Servicedesk Plus Mail Server Setting , i install new server Exchange 2016 Internal Only when make Configuration ManageEngine Servicedesk Plus Mail Server Setting IMAP or IMAPs appear massege FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
reset passworf of the Administrator
Dear Support, Am trying to reset the Password of the Administrator in SDP but getting an error.PFA
Service Desk Plus and Password Manager Pro
Hello! After try to integrate SDP with PMP and enter key we get: "Failed to update Associated Applications details. Invalid application API Key found in input data" What we must do to resolve it? Thank You!
servicedesk plus integration with mobile device manager
hi Team kindly assist with how to assign an enrolled mobile device to a technician in other to track the technician whenever request is assigned. Note: Mobile device manager has been integrated with servicedesk plus
ServiceDesk Plus 9426 Released
Dear Users, SDP 9426 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9426 SD-74184 : Mail processing time increases in IMAP protocol if the attachment size is huge. SD-74263 : The Apple push notification certificate is updated in this build. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha
Report - Average Breach Duration?
Hi, Can anyone help me with a report for Average Breach Duration. I need to run a report that shows the average time a ticket is open after a breach of resolution time? Thanks Josh
Request Purchase Page default fields
Hi all I would like to have more control on the default fields available in the Request Purchase page. In particualr I need to hide some of this field beacause are not relevant to my current configuration. There is a way that allow me to hide/deactivate some of this fields? My currently SDP installed version is 9324 Thank you very much Antonio
Asset state changes automatically
Hello, we have (still) the following problem: I change an asset state to a (custom created) state called "dead". These are assets which are no longer in use. After some weeks the states changes automatically to the state "disposed". In the history the change has allegedly initiated another technician. But this technician has not did that. He was not even logged in to SDP on this dates. Do you have any idea what "workflow" changes an asset state automatically? And why a technician did that allegedly
Email aliases in Office 365 not assigning to technicians
Hi, I have set up a helpdesk instance with an email of support@domain.com, when I send an email to this I get a request created as expected so I know that email settings are working correctly. I have then set up 2 seperate sites, finance and hr, both of these are set using aliases on the Office 365 email account of support@domain.com, i have finance-support@domain.com and hr-support@domain.com set up. I have created technician groups for my 2 sites, so one is finance and one is hr, each technician
Assets Scan - MAC OS X 10.11.6
Hello everyone I have problem with assets scan. Problem is related with specific version os, exactly MAC OS X 10.11.6 (but I haven't get any problem for example with MAC OS 10.6.8, MAC OS 10.9.5, MAC OS 10.12.6). It looks like it can scan machine but there is not software listed... Credentials are OK. Does anyone have meet with thiss issue ? ME SDP Version: 9.4 Build 9420
support request for mail server configuration, in servicedesk plus, edition: standard, Version: 9.4, build: 9425
the incident is that when configuring incoming mail, I get the following error: Error saving email server details: Duplicate entry for key. the application is installed on a linux server, Distribution: Ubuntu
Change Template Field/Form Rules - Unable to create a new rule
Hi all, I am trying to add a new field/form rule to our default change template. However when I click on New Rule nothing happens. It seems that it works on other templates that have no active changes against them. Am I to understand that this may be that new rules cant be created against change templates that are being used in active changes? Regards Brett
Native ticket/form within SD plus?
Hi, Hi Currently we use MS info path forms for users to log tickets on service desk plus. Is there a native form that we can use or an alternative 'stand alone' ticket that we can use and customize? We do not want users to log into the portal. Many thanks Nick.
Re-Open Archived Requests
Is there any way to pull requests out of 'archived' and make them active requests?
Where to find my previous questions ?
I'm looking for a question I submitted a couple of weeks ago and I don't know how to find it. I have searched on keywords and on my user name but it doesn't show up. I can't see any link anywhere to show questions I have asked.
Technician Showing Twice when Assigning Requests
We have a technician who is showing twice when we assign requests to him. In addition, he cannot see all the requests assigned to him. What SQL Query can I run to show me the ID's associated to a technician's name?
Incident Template Categories?
So does anyone know how you add Incident Template Categories? I cannot see any way to do this, any Incident Templates I create all go under this "Other" Category. Your Version : 9.4 Build 9425 Attached a Screenshot.
Access Level is not restricted for Technicians
Dear Sir, I have problem with Technician Access Levels. When the request is created by the Technician that have access to all requests, before approvals are done, technician can edit, escalate request, but he/she should not be able to do. Please advise me to resolve this problem. Regards GG
Pending Approval Report
Hi , Can anyone help me with a script to generate pending approvals report? We are running Servicedeskplus version 9.4 Build 9425 and our database is pgsql. Thanks
Sort by in custom views
Group would like to have list of Requests sorted by Priority then Request ID. They can manually click on the column to sort, but they would like it part of the custom view.
Using an additional field with an approval python script
I have a an incident template with an additional filed called 'Line managers e-mail Address" which is compulsory, when a requester completed the incident request there is a custom trigger that calls the python script, this uses the 'Line managers e-mail Address' field to create a JSON with "ADD_APPROVAL_STAGE" The reason for adding the approval stage like this is down to new staff having different line managers, and we have many, all line managers are requesters. Python Attached. The request is made
ServiceDeskPlus request assignment
When a request is assigned to a group instead of a technician, it is still listed as Unassigned. This is not logical. If you give me an option to assign it to a group, and if I chose that option that request "is assigned".
Hiding the Site field
Does anyone know of a way to hide the Site field in Incident/Request Template? I tried a script: jQuery('[name=site]').parents('div.columnr').hide(); which I am fairly sure is wrong as I copied it from something else. I think it should work, with the right parameters.
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