System Log Error MAIL_FETCHING module
Hello, I am getting an error every minute in the system log. Module: MAIL_FETCHING System Log Message: Exception while connecting to store. Probable Cause: Logon failure: unknown user name or bad password. It is processing email at this time so I'm not sure where to look to fix and stop this repeating system log error. Should I submit a request or can it be quickly solved here? Build 9317
Not Able to create record into Manage Engine using XML- PHP (Rest Api)
Hi All, I am trying to create the record into manage engine using php curl request , as well as I am generating the xml file , but when I am running my script . I am getting the xml response like this:- <operation name="ADD_REQUEST"> <result> <status> Failed </status> <message> No input data for creating request </message> </result> </operation> Given below is my code, which I am executing:- <?php $url ='http://localhost:8080/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=3AAE6F06-08BA-495F-9402-6ADF0F00B0C6';
Survey Settings on Servicedesk manager Plus
Hi there i am using version 9.3 Build 9309 of Service desk plus I am trying to set up a survey to be sent to users when a request is closed however as shown below the URL is coming back with a 404 error Is there anything i need to do to resolve this? Where is URL for the survey? I have also tried $SurveyLink in the URL but this takes me to the home page. Please help.
Request replies
Hi, we've noticed that when a technician replies to a request and manually removes someone from CC that person that was in CC will come back the next time the technician replies even if the conversation he's replying to doesn't include that person. Is that by design? We have the following email notification rules: Acknowledge requester by e-mail when a new request is received E-mail user when a request is resolved. Acknowledge E-mail Cc users by e-mail when a new request is created Acknowledge E-mail
Assetexplorer issue
Hi. we are looking into the assetexplorer. Works like a charm. We have some workstations with SAS 9.4 (full package - licensed) from SAS Institute. But we also have SAS 9.4 Viewer. On the workstation both the full package and the viewer is mentioned as SAS 9.4. This means that the SAS Viewer is counted I the license count in SDP. Is there any workaround to this issue?
Asset registration - software
HI, we have installed SAS version 9.4 and SAS Viewer 9.4 on different workstations. The issue is that the Assetexplorer thinks it is the same software and counts it wrongly in the Software Tab. The SAS Viewer is freeware and the 9.4 the licensed. Please let me know how to fix this problem or what to do as workaround. Thanks. Best regards Thomas
FCR Notifications
Is there a way to surpress email notifications for FCRs only? On many occasions, our help desk will receive a phone call and resolve the issue on the same call (eg: password reset). We would like to reduce the number of notifications to just the resolution notification or no notification at all because the issue is already resolved and the notifications may confuse customers. Currently, when a ticket is created and resolved, the customer receives an email notification stating a ticket has been created
Dtabase schema documentation
Hi Is there anywhere I can see the database schema to help me construct mssql reports? The schema buttons on the query editor are often limited in what they show. Thanks Chris
Change request workflow
I am creating change templates for maintenance tasks. How can I change the workflow so it skips the submission approval stage and make the Planning fields mandatory (e.g. Roll Out Plan, Backout Plan, Check List, Downtime)?
Problem whit ticket in SDP
good day, I have a problem... in SDP have a ticket what when are search, only view the screen white... There is a way of erase this ticket. the number is 108719 thanks for your help...
Sharing a request with a different Support Group
Hello, We have a team that is supporting multiple vendors (they each have their own support group). The problem is we need the main support group to be able to see all the vendors tickets, without providing them access to ALL tickets. Is there somewhere we can set it so the main support group can view all the sub-support groups tickets? Regards Ben
Task assignments and approval dependencies
Hello, We are working on our onboarding and offboarding workflow in SDP. We are using a script to copy over parent ticket resource data to child tasks and would like tasks in the ticket to be implemented/assigned based on information entered in the ticket. The example case for this is: if a terminated employee's title is "Project Engineer" they have access to our financial system. We would want an approval request be sent to our CFO and a task to disable their financial system access be kicked off
Line breaks in API
I am using the Rest API to create tickets in service desk, but I am having trouble populating the description with line breaks. This is what I want: I want my tickets to look like this. With line breaks. And more line breaks. What I get is this: I want my tickets to look like this. With line breaks. And more line breaks. I have tried several different methods of creating them ( actual line breaks as XML usually uses, <br>, <br><br />, etc.) What is the proper method of getting line breaks in the
Machines were overwritten with new machine
We got in a new computer. We cloned the harddrive of the users old machine and put it in the new machine. This overwrote the old machines record in assets. How do I fix this and what would be the best practice? Thanks!
Links in Servicedesk - CI
Hi, I have a configuration item. On this item I put on different labels. Tried to put in a label value like "http://www.google.com". Apparently it I not possible to make the hyperlink work (you need to copy/paste). Therefore, any shortcut or tricks to insert links or fileshare to a configuration item? Best regards Thomas
Custom template with variables
Hi, We have designed a custom template that our HR department uses for our new-hire process. HR opens a ticket with the custom template and inputs all the details about the new staff member. Is it possible to use variables in the subject line that add the staff member's name to the subject of the ticket? For example if the new starter's name is Sanjeet Kumar and HR have entered this into two custom fields currently labelled "New Starter First Name" and "New Starter Last Name", can I put a variable
How to change the site by markers in the text of the incident
hellp sorry, I do not speak good English I have zabbix and it sends me messages about anomalies. In messages there are markers about clients. How to change the site automatically for these markers. Thank you
Staying on individual request after closing.
Currently the behavior of SDP is that you are taken back to the main requests area after closing a request. This is very cumbersome as the technician has to navigate back to the closed request to mark it FCR. Is there a way to change this behavior so that after closing a request the browser stays on that individual request instead of navigating away?
Is there a way to send a ticket to the auto-assign pool?
If a ticket has already been assigned, is there a way to send it back to the pool to get auto-assigned? If I change the technician to "NONE", it simply unassigns the ticket and leaves it unassigned. Thank you for your help!
Auto-Assign
Hi, Quick question. If a Technician is on leave and updates their status for a week to show they are on leave....will Auto-Assign avoid giving them tickets ?> In short, does Auto-Assign take into account status ? We have a few managers who have to be given full admin rights purely to manage technicians being in or out of auto-assign...which is a big risk to us. Also, if you delete a technician , and they have tickets assigned to them...what happens to the tickets ? A
Change Service category from IT to Business
Hi Is there anyway to change a Service Category from IT Service to Business Service Category or visa versa. If not I assume I need to copy the templates over to a new service category and reconstruct any additional fields. Many thanks Chris
disable configuration item
Hi, is it possible to delete default configuration items? Ie. we don't use Keyboard (asset), and a lot other asset types. When editing some of the asset types are greyed out even though there is no instances of the item. Best regards Thomas
Chat
Afternoon, I am having a slight problem with the Chat option. Chat has been enabled. There are no exclusions (for testing). I can log on with my test requested and click the live chat option. The requester can type a message.However, a logged on technician is not notified of the chat. This is the same for my admin account. However I can click the chatroom and see missed messages. I have reviewed the admin guide https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/configuring_Chat_Settings.html
Change Module Questions
1. Is it possible to change what is in the Planning stage? Currently, there is "Impact, Roll Out Plan, Backout Plan, Check List, Downtime". We would like to remove some and add our own. For example, we have application developers making changes to code and would like a code review check box or sign off. 2. Also in the change control module, if a Change Approver enters a change, is it possible to block them from approving their own change? 3. Also in the change control module, is it possible to require
Purchase Request
Hello, We would like to use the Purchase module of ServiceDesk to track our Purchase requests. Is there a way to disable to Purchase Order portion where we currently have another system to handle Purchase orders? We just want to keep track of our purchases in ServiceDesk and associate to the appropriate Request. Thank you,
Request close notification not working anymore
Just updated to 9.317 and the request close notification is not working anymore. User gets Notification that the request was received and also gets response E-Mail from ServiceDesk. Notification rule is active. Any ideas?
Change Module issues since upgrade to 9317.
We just upgraded to 9317 from 9301 two days ago. Since then, the Change Requests do not appear to be functioning properly. When attempting to utilize the Add features such as Enter Rollout Plan, Enter Backout Plan, etc, all browsers just spin, as if reloading page. This occurs in IE, Chrome, and Firefox. SD+ Services were restarted this morning, same result. Other options under Add, DO work. Such as Note, Reminder, Task. At this point, we are unable to utilize our Change module. Please advise if
Populating New Fields
Hi, We have amended our Incident template to include a new mandatory field, now this is added all our existing requests have this field...which means technicians cannot amend or manage the ticket without filling in this field. Is there any way to populate the field so only existing requests are updated ? We tried a Business Rule but this didn't seem to work. Any ideas ? A
error SDP not running
Hello, Please this support for my issue
Rest API - Get all requests/tickets for a specific group
Using the Rest API, is there anyway to get all requests for a specific groupname or groupid? I can get a list of all the groups and technicians, but I want to take this further... to be able to view what requests/tickets are sat with certain groups. Kind Regards
Change Calendar Workaround
Since the inbuilt change calendar is not helping, we are trying to get the change schedules into an exchange mailbox/room calendar. we want a meeting request from service desk once a change goes into the implementation stage. Any ideas?
update from version 9.2->9.3
Hello, we are looking at updating from version 9.2->9.2. The assetexplorer from 9.2 can be used with SDP server version 9.3, I did test this. Do you recommend to update all existing assetexplorer 9.2 clients to the new one (this includes installation on all servers) version 9.3? Best regards Thomas
Custom reports
Hi, I've read in other posts here in this forum, that you can create custom SQL queries to generate reports, etc. I specifically need to generate a TimeSpent report where the Requester email address is displayed. My version of the application is: ServiceDesk Plus Standard (Cloud) Please, advise. Thanks, S.
Change Templates and hide options
Hi We are testing a new version of the application and as part of the change process we have set up some template to hide specific option and for certain field to appear in and stops selected i.e Change type: 3rd Party (see attachment "SD1.png") will open a a new field called 3rd party and at this point you can select from a list of 3rd party vendors (see attachment "SD2.png") after a change has been submitted the submission tab will show these files even if they were not selected to be shown (see
The Requester deletes my "Request Closure Code" when perform the "$RequestCloseLink"
Hi, As the title says, at the moment when the requester confirms the solution through the RequestCloseLink (sent in the resolution by mail) and clicked the box "Close Request" the system immediately change the previous "Request Closure Code" set as "En Espera de Confirmacion" And leaves it as " "Not Assigned" We mesure the customer satisfaction with this "Closure Code", and when the System does that, we can't even see this request closed by the customer in the Reports. Also, the "Request Closure
DNS redirection issue.
DNS Redirection occurs when using Chrome, Opera. The server that hosts the servicedesk is called http://example I have a DNS entry to redirect to Http://help to server 'example' in chrome, and opera if you type in http://help you get redirected to 'settings/help' Ideas??
Scanned software list
Hi everyone, We are in a process in which we are trying to make our servicedesk more clean and effective, with regards to both reporting and usage.. We have been looking at the software part of the assets, and came across a problem, which is how do we make software "bloatware"/unmanaged software disappear from the servicedesk? e.g. I can see that I can add them to excluded, but that doesn't "remove" the software from the inventory, which is a bit messy.. Does anyone want to share how they use the
Purchase Order multi level approval
Hi, In our PO workflow, we have defined multi level approval based on approval limits. In one specific situation, when a PO is already approved by all levels before ordering there is a change required in PO. After the changes are made to PO, it is again submitted for approval. This approval should again pass through all the levels before order can be placed. However, after editing the PO, only first level approval mark the order as approved. Because of this, the second and third level approvers are
Upgrade fails
I am trying to upgrade our on prem version of Service Desk from 9311 to 9317 without success. I downloaded ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_17_0.ppm I am using these instructions: https://www.manageengine.com/products/service-desk/service-packs.html#sp The upgrade appears to complete without error, however, when I start the service after upgrading, I am unable to access SD at all, port scan tells me that the web server is not starting. Before doing the upgrade, I deleted all the logs in
aeagent.exe error 0xc0150002
Hi, I am running SDP+ 9233 and upgrading agents to version 1.0.23. However on windows 2008R2 servers I am unable to install/upgrade the agent. When I try to install the agents, I get the following error "The application was unable to start correctly (0xc0150002). Click ok to close the application" On further investigation I found that this was also the case with agent version 1.0.22.
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