Publicly accessible reports and dashboards (no login required)
I would like to publish links dashboard and reports on our web sites and make them publicly accessible, not requiring a login to ServiceDesk Plus. This would be especially useful for digital signage devices that has the ability to display HTML web pages. The ability to embed reports and dashboard graphs within a web page would also be helpful for public visibility.
ME SDP Admin Guide
Could we get a .chm version of the admin guide that is downloadable from your website and structured like your web version. https://www.manageengine.com/products/service-desk/help/adminguide/ The PDF is a pain in the backside to use. Regards, Willus
User Survey
Hi, is there anyway to trigger the sending of the User Survey link to clients when the ticket is Resolved and not closed? It is more likely to engage users if it is immediately after their problem has been addressed and not 3 days later.
Unable to login with AD or LDAP as requester
HI I would like to let my requesters login using their AD-account. I can import the users via ADimport and LDAP but as soon as I try to log in with a user it does not work. I see in the log eg: [11:50:22:484]|[04-07-2017]|[SYSOUT]|[INFO]|[88]|: [JBOSS] JBossSecurityMgrRealm: Environment Propeties are {java.naming.factory.initial=org.jnp.interfaces.NamingContextFactory, java.naming.factory.url.pkgs=org.jboss.naming:org.jnp.interfaces:org.jboss.naming:org.jnp.interfaces}| [11:50:22:484]|[04-07-2017]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[88]|:
ServiceDesk Plus 9305 Released
Dear Users, SDP 9305 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9305: SD-66052: Unable to send Reply to a request using IE11 browser in some environments. SD-65933: Unable to choose 'Entire Content' search option in solution module in languages other than English. SD-65802: Automatic status change configured based on Request Status Scheduler is not working. SD-65798: Global search fails to work
Notification Rules> Add variables "Mail included CCs" When request is assigned notification templeate.
I would like you to add CC variables to the notification rule you send when the request is created. Currently only the requesters email address can be used as a variable.
SDP 9121 backup error 'relation does not exist'
Guys, I've got a problem upgrading and running backups from it. I also noticed al scheduled backups were failing. In the C:\ManageEngine\ServiceDesk\SDPbackup.log file the end of the file says: "ERROR = *ERROR: relation "servicereq_3301" does not exist Position: 22*Exception while backup processjava.lang.Exception: Unable to get the data from [ServiceReq_3301] table" I'm on Postgresql. No idea how to get into that database. If i run backupData.bat manually, i'm seeing the same error in the cmd
REST API Updating additional asset pick-list field
When trying to update an additional asset pick-list field using REST API I receive an error message: <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Tunn</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>NX21655</value> </parameter> </criteria> </criterias> <newvalue> <record> <parameter> <name>Adress</name> <value>Valfisken</value> </parameter> </record> </newvalue> </citype>
Preventing Users from Assigning Request with No Group
Users have been assigning tickets via the Requests window / grid. When they choose the technician, they are often choosing Group = "No, just select technician", then choosing the technician's name. The problem is that most technician's monitor their queue, or other team members in their group monitor the queue, and do not see these tickets. Is there any way to prevent this? I've tried: 1) Making the field mandatory in the template. However, since they're changing via the grid and not the template,
Report conversations for archived requests
Hello, I am working on a query report for archived request conversations and I am having issues finding the right tables. Requests module Archived requests module NotificationToDesc ? Notify_Workorder Arc_Notify_Workorder Notification Arc_Notification Notification_Recipients Arc_Notify_Recipients ConversationDescription ? Conversation Arc_Conversation ConversationRecipients Arc_Conv_Recipients Who can help me to find the conversation/notification description field? Best regards, Demetrius
Default Resolution set to "Solutions Tab"
We recently upgraded to 9.3 Build 9303 and noticed that when a technician goes to close a ticket by clicking on the Resolution Tab -- it defaults to show the suggested Solutions. Is there a way to change this default to the Resolution window instead? Screenshot below (highlighted is what is currently defaulted to...circled is what we would like to see once we click on the Resolution tab)
Invalid Data Provided (For input string "null") Problem on Asset Modify
Hi, When we try to "Modify State" under the "All Resources" Invalid Data Provided (For input string "null") error shown. If we try "Modify State" under the just "Monitors" or "Servers" etc. there is not any error and its working. Can you help on this error? Version: 9.2 Build: 9219 [12:20:43:897]|[07-15-2016]|[SYSOUT]|[INFO]|[5110]|: [JBOSS] AbstractExceptionHandler: Unhandled exceptionjava.lang.NumberFormatException: For input string: "null" at java.lang.NumberFormatException.forInputString(Unknown
Can't connect SDP to new Exchange Server 2013 after migration.
Trying to connect via IMAPS TLS and keep getting the message " FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I'm not using a self signed cert, our cert is from Godaddy and is valid. I'm also able to connect to the account with outlook via IMAP TLS with no issue. I found this old thread here https://forums.manageengine.com/topic/gencert-bat-not-working-ubuntu, I'm also on Ubuntu
ServiceDesk Plus 9.3 Released
Dear Users, We are glad to announce the new version of ServiceDesk Plus - ServiceDesk Plus 9.3, upgraded with 14 new features. https://www.manageengine.com/products/service-desk/servicedesk-plus-9.3-whats-new.html It is available to download from the link below: http://www.manageengine.com/products/service-desk/download.html The existing customers with builds 9200..to..9241 can directly upgrade to version 9.3. Wheareas, the customers using earlier builds should first move to the build 9200 by applying
Querying requester attributes when opening a new request
Hi, I need to load in request forms a custom requester attribute when he's opening a new request (example: requester phone number). Is it possible? I think to do it using javascript in request template, but I don't know how to get requester custom attribute.. Any idea? Best regards, Sutot
Technician permissions
Hi All, Is it possible to restrict a technician to view/amend only the requests that has been assigned to them. Many thanks Cliff
Want to send an email to outside address based on business rule
Folks, I have a smartphone paging app. I'd like to have a business rule (or any other method) be able to take all my Urgent requests and page out a technician. However, my only options for sending an Email is to send it to a registered technician. I need to be able to send this to an outside email address. How can I accomplish this? Thanks, Adam
Is there any logs location for changes made to requester or technician
Hi Experts, I am trying to find logs to search for one of the issue with service account deleted from SD manager. There is a nice history log for technician but not for service account or requester. The reason I asked is because our company merged with other company and they have also started using SD manager but AD is separated with two way trust so they use service account to raise request and changes. I want to find who changed the service account? Is there any track I can trace back
Notification Bell Doesn't work
Hi Build 9303 - Notification Bell Doesn't work I tried to recreate EXTRACTED folder checked setting: <Connector SSLEnabled="true" ciphers="TLS_ECDHE_RSA_WITH_3DES_EDE_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA256,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256" clientAuth="false" connectionTimeout="20000" keystoreFile="${jboss.server.home.dir}/conf/wildcard_a.pfx" keystorePass="xxxxx" maxThreads="200" port="8081" protocol="org.apache.coyote.http11.Http11NioProtocol"
Can anyone provide a java/python sample of invoke SDP Attachment API?
I try to using SDP Attachment API to add some attachment into request using Java/Python. But it always failed. Anyone can help me? Thank you in advance.
Mandatory Fields - Requester Details
Hi, I am trying to edit the Default Request template for the Requester and I cannot set fields like "Asset" as Mandatory, but this only happens with the fields that are inside the "Requester Details". I can perfectly set fields like Group, Category or Sub-Category as Mandatory. Thank you very much for your help in advance, Mario Douraod
Automatic set request to resolved when Resolution field is populated
Hello My company and my self just started using Servicedesk Plus. I would like to know if theres a way to automatic set request status to resolved when resolution field is populated or when you save the resolution? Martin P
Service Desk not running
OS-Windows Server 2008 Standard R2 IIS is running port 80 works service desk is supposed to be on 8080 everything was working on it till yesterday than it quit responding I have looked at the services they all appear to be running but have restarted the server several times with nothing changing tried connecting with localhost on port 80 on the server and nothing any help would be appreciated what services do I need to look closer at to make sure everything is up and running we have been using this
Does service desk plus support IMAP with starttls?
I am trying to get service desk plus 9.2 build 9234 incoming mail working with IMAP and starttls but it is not working. Does service desk plus support starttls? My database is MSSQL.
Requesters view
How can the requesters view tickets created by other requester belonging to the same team?
Report Query - Software Report by workstation with IP address
I have a query I found on here to list all workstations with specific software installed. It works fine, but now I need to add the IP address of the workstation and can't seem to get the query correct. Here's what I have, missing the IP address: SELECT (SoftwareList.SOFTWARENAME) "Software_Name", SystemInfo.WORKSTATIONNAME "Workstation", MAX(aaaUser.FIRST_NAME) "User" , MAX(deptDef.DEPTNAME) "Department", MAX(aaov.NAME) "Site", longtodate(max(SoftwareInfo.FILECREATEDTIME)) "Installed On" FROM SoftwareInfo
hide field in request details
Hi, is it possible to hide fields in Request Details area? I can hide fields when the area is in editing, but not when it is in view only (eg hide Priority or Custom Fields). Thanks
Notes Not Being Added
Hello Help Desk, Our department has been having an issue with notes not being submitted/saved after clicking the Add Notes button. It will often just "hang" with the grayed out Add Note button. This leads us to have to refresh the page and, in turn, lose the text that we just entered. This has caused us to type everything into a separate text editor beforehand just in case it happens. Also, this doesn't happen every time so it is tricky to replicate and troubleshoot. We are currently using ServiceDesk
Differences between SDP on Windows vs. Linux
Hi, We have been running ServiceDesk Plus on a Linux platform for a few years now, but are considering the option of using Windows as part of an internal datacenter migration exercise. Apart from the addition of the WMI scan capabilities and the AD integration (that we have been substituting via a LDAP configuration until now), are there any other differences that we should be aware of if we choose to effect this platform change? Regards, Prashanth
Add approval for all requests
Hi I want to send approval for department head's of specific site (they are not technician) for all requests (including service requests and incident requests) upon request raised by requester automatically. what's your best suggestion in my case. Thanks
Time Format
Good day, SDP stores dates as what appears to be Unix Time. How do I convert this to human readable form if I use Microsoft SQL? Thanks,
Domain Scan Asset State and User
Hi, I have the domain scan working fine but want the defaults to be the following; Asset State: to be "In Use" not "In Store". User: User to be "Last Logged In User". If the scan finds it on the network its obviously in use so would be good if it can reflect this. Thanks Steve
Database in use..during backup
Hello there! We are in the process of upgrading to the 64-bit version of Service Desk Plus. When we shut the application down, stop the DB, and try to run the backup, we get messages every few minutes that states the DB is still running. The backup continues, but I am wondering if this is a false message. I do not want to let it run to completion only to find out the backup is incomplete. Service Desk Plus Version 9.0 Build 2018 What is the proper procedure to shut down Service Desk and the DB?
DesktopCentral in SDP!?
Hi, I am trying to figure out how to access Desktop Central in SDP. I have my account enabled for MDM/DC and both API keys are valid. When I am in SDP, i see the Desktop Central drop down links but when I click on one of the DC links, the page loads and it is a white page. Anything I am missing? Thanks
Purchase Workflow
Hi, How can I customize the purchase workflow ?
How can you tell which Self Service template was used?
Hi, We have some tickets which are logged and seem to go to the wrong department. Upon inspection we can see these tickets are templates (they have the picture of the hand holding the file in the top left corner) Is there a way to tell which template was used so we can check the settings and amend? Thanks, Charlotte
ServiceDesk Plus 9304 Released
Dear Users, SDP 9304 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9304: SD-65950: Migration fails during deletion of asset relationship of a resigned user. Particularly happens in some environment where the count of resigned users with asset relationship exceeds 1000. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Second Approval getting error message
Hi, I update my Manageengine ServiceDesk Plus to version 9.0 Build 9041. After i upgrade to the above version, my request for 2nd approval always appear below message: On previous version the 2nd approval can do approve or reject the request. Example of scenario: 1. I got a new request from staff 2. I submit approval to their manager 3. After their manager approved, i will submit another approval to IT manager. for the IT manager approval always appear above message. is there any setting that need
Backup error on Service Desk - pgsql
Hi Prince, I encountered error while executing backup ( backUpData.bat). Please help resolve problem. Please see the error below: ===================================================================================== D:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Mar 31, 2017 4:21:04 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: D:\ManageEngine\ServiceDesk\bin\..\ Mar 31, 2017 4:21:04 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO:
Remote Cntrol Configuration - SDP
Hi, Can we please specify a port number for remote control through SDP agent? we need to use one single port for communication, random ports are not recommended from our IT Security team. installing the Agent and starting the Service Once the agent is installed, the remote workstation can be accessed. The ports to install and start the agent as service in WMI are TCP 135, 445 and one random port greater than 1024. The ports used in agent based scanning is TCP 9000. The service starts with the name
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