How can I disable file attachments?
Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com Error Message java.io.FileNotFoundException: /etc/ManageEngine/ServiceDesk9103/ServiceDesk/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/Request/Feb2016/495/Norton
Unable to migrate to MSSQL
Morning I am trying to migrate our database from Postgres to MSSQL, with limited success. I am following these instructions (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat where, ServiceDesk Plus Home ->
Updating Assets
I imported assets using a CSV file but never included the vendor for the different assets. How would I go about updating the vendor field for the asset and non-it assets? If I was using SQL server I could do it with a sql script, but not sure how to do it with an xml file. ie: all OptiPlex pc would be vendor Dell, all printers would be HP, etc. thanks
SD & Chrome 56 - Not Secured
Hi ALL! We have SD 9240 and Google Chrome 56 after update chrome to 56 build we have some error - NOT SECURED. We use SSL sert from startsll.com What happened and how i can fix it ?? http://odarchuk.com
FAILURE: Exception occured while performing the operation. --> Changing from template from default to a custom form template
Hi guys, I ran into the following issue: When changing the request template of an existing default request to one of our custom templates, I receive the following error: "FAILURE: Exception occured while performing the operation." When searching through the log I can see the following issue: [13:06:11:798]|[01-30-2017]|[com.adventnet.servicedesk.workorder.action.WorkOrderAction]|[SEVERE]|[70]|: update of workorder 39903failed. Exception while updating Workorder. Unknown column GUDF_CHAR9 in the table
Separation "Issue catalog" and "Service catalog"
Hello, How I can configure separate buttons (and icons) for "Issue catalog" and "Service catalog" such as on screenshot demo.jpg my customization you can view on screenshot portal.jpg Thanks.
switch between Cluster DataBases
Hi Dears im using cluster database for servicedesk plus version 9.1 on SQL server 2014 when first database fail it has to move on the another database, the second database work correctly but servicedesk plus doesnt detect it. i dont find any place to enter the second address of database. how i can manage my databases for automatic switch?
How do I add a note to a user or asset?
Adding multiple assets through API request
I am trying to add or update a change request within SDP, but am only able to do 1 asset at a time. Can you please provide assistance with adding multiple assets in a single request? I have tried separating the items with spaces, commas, and semicolons, all with no luck. Parameters are: OPERATION_Name - ADD TECHNICIAN_KEY - 927A67B8-9C7F-4180-B437-067C54B61861 FORMAT - JSON INPUT_DATA - {"operation":{ "details":{ ......"assets":"single asset name used"......}}} - works without issue - INPUT_DATA
Script Master - 10: How to integrate ServiceDesk Plus with HipChat.
Hello users, Here I come with another interesting script that helps you integrate ServiceDesk Plus with HipChat. Before I go into the details, allow me to give you a quick introduction about HipChat. HipChat is a hosted group chat platform built for teams that collaborate through persistent chat rooms, file and screen shares. HipChat also includes cloud-based file storing, video calling capability, message-history searching and inline-image viewing. Integrating HipChat with ServiceDesk Plus enables
Consider "Acknowledge requester by e-mail" as First Response
Hi, I'm running version 9.2 (build 9228) and have enabled the option "Acknowledge requester by e-mail when a new request is received" This sends out an email to the user which indicates the ticket has been created. Is it possible to set the sent time of this "Acknowledge requester by e-mail when a new request is created"-message as the time for "Responded date" in the ticket? Many thanks
Service request Resolution tab shows a blank screen
I have two service requests that users reported being unable to close. When I took a closer look, I found portions of the details sections on the request tab missing and the resolution tab was completely blank. We are running Version 9.2 Build 9230 Regards Dave
Help with Change Field and Form Rules
Hi, I would like to set up a custom script to disallow technicians to select the same person as Change Owner and Change Manager. I have tried using 'On Field Change' option so I have applied a script to remove Change Manager which equals to Change Owner and vice versa however I need a smarter solution because the script won't re-add users back to the list if someone choose a different user from the drop-down menu. Regards Mario
Help with the dashboard
I feel like I may be going crazy and I'm hoping someone can assist me :D I need to change the reports that are presented on the dashboard. I am currently using the free version of the tool with 5 technicians From what I understand to make changes to the dashboard, you must go into one of the reports on the dashboard and there should be a button which allows you to add or remove it from the dash, I don't see this no matter what permissions I give my technicians.... any ideas?
Service Catalog - Service Requests
Hi, We log IT Service Requests in the Service Catalog, and noticed there are two categories - IT Service Category and Business Service Category. Stupid question, but what is the difference ? A
How to automatically close Solved tickets
Hi, is there a way, or will it be asap, to automatically close, after some days, tickets which are in "Solved" status? Now we close them manually, which is annoying and time-wasting. We are on ver. 9.2 Build 9232 Thanks ale
How to get All Request(Ticket) based on LastModifiedDate Time filter via REST API?
Hi All, I would like to get all Requests by passing LastModifiedDate as filter to REST API. Is it REST API available for that service? Thank you in advance. Regards, Govind.
Auto filling forms - SharePoint or any other suggested solution
Hello, I would like to have two things that can be done by SharePoint integration or any other solution: 1- Asset receiving form that can be filled automatically with the assigned assets to the user to be signed by him 2- PC checklist with auto filling asset details of the user to be done by the technician Kindly let me know the possibility of doing this either with Sharepoint or any other way.
Boot Camp Jan '17 - Incident Management
Capture email address in conversation
Hi Is it possible to edit the conversation view to display the From Address of the person as well as their name. And would it be possible to have variables for any CC addressee information included in the ticket to allow these to be added to ticket notifications.
Report - Time spent on tickets
Hello, I need to generate a report on the amount of time my techs spend on tickets. I have each of them enter the time they spend in the tasks section of each ticket. At the end of the week or month. I need to be able to generate a report that says Tech (A) completed X number of tickets and spent X number of hours on all their tickets(B) completed X number of tickets and spent X number of hours on them and do on. For the life of me I cant figure out how to generate this report.
Report to show number of requests per month
Hi is it possible to have a report to show the number of requests / incidents for service desk group for each month thanks Postgres Version : 9.2 Build 923
Can I get a merged request through the REST or Servlet API (or other API)?
Hello !!! Currently, I'm getting information about a request by the API RESP operation GET_REQUEST_FIELDS. Everything works fine until I try to get this information about a request that has been merged with other one. For example, initially there are two request. After that, request 2 is merged into de request 1. After that, request 1 is accessible by API RESP operation GET_REQUEST_FIELDS but request 2 doesn't. However, from the ID Request field of the GUI I can get two request. Anyone know how
AD Authentication
Hi! I have installed a blank servicedesk plus and the first thing i did was to import users from AD and activate AD Authentication. However this doesnt seem to work. The system just replies wrong credentials when i try to login with my AD account instead of the local administrator in the system. The only thing i have done is: Import users via Active Directory - Set my user as admin for servicedesk and active AD authentication. Have i missed something to get this to work? Version: 9.2 Build 9241
On demand reporting
Hello All, Does anyone know if there is a way to setup on demand reporting for the customer dissatisfaction report within Service Desk Plus? My director would like to receive a report everytime a customer completes a survey and is dissatisfied with the level of service they received. Any help would be greatly appreciated. Colby
Convert Request Template to Request Template
I assume this has been asked for before but I wanted to ensure its on the roadmap. We need the ability to convert a request template into a different request template. We currently have the ability to flip incicent templates, convert an incident into a service request, and I believe the functionality to go from request to incident is imminent according to the road map. The final scenario is to convert between request types Often our customers choose the wrong template--when this happens the wrong
Requester to duplicate request
A Technician can go to - Actions - Duplicate Request to duplicate a request. How can a requester duplicate a request?
Unable to install updates.
I keep getting the following error when trying to update. ("The file may be corrupted or check for the available disk space.") I do run the updatemanager as Administrator. I am struggling to get support to remedy this issue.(See attachment.)
Update Manager
I have been unable to install updates for a few weeks. The update manager when launched, will stop the service, but I do not get the usual java app up that allows me to select the update patch and install. Is this an issue with a java update or is there a corruption somewhere?
SLA violation in servicedesk plus
Hi All, I have this issue with SLA. One of the requests have been resolved in time but it keeps showing a response status flag of being delayed by 12 days and 22 hours - and growing. (as per picture) I need SDP to recognise that when a request has been resolved in time, the response status is not delayed. Any suggestions? Thanks.
Requester's - Service Request Approver
Hi I would like a report that contains all requesters and technicians who have "service request approver" enabled. Running postgres. thanks
work order ID to change ID
Is there a way to convert a Workorder ID to a Change ticket while keeping the existing WorkID number?
Resolution Template with Attachments
Is there a way to have a resolution template contain a list of attachments? I onboard employees, when I do I have a list of several documents that must be sent to the supervisor. I was wondering as they are the same documents for all employees hired if there is a way to create a resolution template that contains all the documents as attachments, and whatever else so when I select resolved that it will send these documents automatically on resolution. I thought about doing a reply and usually that
Free License Technician
Dear All please i want to ask about SDP free edition ... how many Available Technician is it 100 or more ??
API - Criteria based search and View Requestor list (Requestors).
I am trying to pull a list of all tickets created since the last time I polled for tickets through the API. It seems like the only way to filter tickets is by passing a queue and this only allows a static date. Is there a way to be able to search for all tickets created after a passed in timestamp value? Eg all tickets where created datetime > ($VALUE) Is there a way to query for the Requestor List through the API? Thanks, -Dan
Email convert into tickets in helpdesk
Dear Support, How can be possible if anyone sending email about the issue, then that email divert to Manage Enginee Helpdesk to open as an tickets. As of now your system currently working, we send email and you take into Service desk plus Help center. Please provide the solution how we can make this in our organization. Thank you. Regards, Afzal
Attachment Rule
Hi, Is there any script or rule that can be applied that prevents a request being raised that does not contain an attachment ? We have some ITSR's that we have but quite a few require a template to be attached and it would be good if we could prevent these being raised unless they actually attach something. Any ideas ? A
Report File (.XLS) Corrupted
Hi, Why i cannot open report .xls file after i download it, and it said "excel found unreadable content....". Before it was okay. I attach the report file. Thank you.
Script Master - 1: ServiceDesk Plus & Slack integration.
Hey Guys, Who would say a NO for a script that makes your IT job easy and fast? Thats why, we are launching "ServiceDesk Plus Script Master", a weekly activity that envelopes a use case gathered from some of you, the script to achieve that requirement and its execution steps along with the video. Don't forget to visit PitStop every wednesday for the Script Master's post and make your IT life a bliss. Today, let's see how to integrate Slack with ServiceDesk Plus. For the uninitiated, Slack is a cloud-based
Custom Trigger not working consistently
I have a custom trigger for performing some automation around high priority tickets. The rule always triggers when a the ticket is created; but only sometimes triggers sometimes when the ticket is edited and set to resolve. Is there any explanation for this behavior? The rule is set to trigger on Create and Edit status "is" "Open", "Acknolwedged" , "Resolved"
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