Restoredata never finishes
I have done what appears to be a successful restore from one server to another but the restoredata does not terminate or put a message out whether the restore was successful. Is this expected behaviour? The system works fine when I start it up and everything seems to be restored. Version is 9212 going from Windows 2003 mysql to Windows 2012 postgres Nick
Integration and Notification from SDP to Opmanager and Other 3rd Party Softwares.
Dear Team, My requirement is to link SDP with Opmanager ManageEngine and with other 3rd party software's. I am able to achieve that for OPMANAGER and SDP. My question is 1. How can I link SDP to other 3rd Party softwares? Moreover I would like to create and satisfy a rule/scenario where 2. If I am acknowledging/Clearing/Closing or changing the status of the alarm/Request in SDP which in turn should update automatically in Opmanger Mange Engine and other 3rd party linked Softwares.Is this scenario
Available list of technicians to select for various change roles
We are trying to understand why only some of our technicians are able to be selected for a given change role on some changes. Example we want to select a technician as a Change Implementer, but when the list of technicians comes up only some of the technicians are listed. What is determining which list of technicians are available to be selected for roles like Implementer?
Outlook conversation functionality doesn't work with tickets
Hi all, All our tickets from service desk have one subject per ticket (##$RequestId## $Title). We made this to have ability to see it grouped in conversations in Outlook. But. Microsoft has changed "Conversation" functionality in Outlook. Now emails are grouping to conversations only using Conversation ID (wich is not filled by ServiceDesk Plus), but not using subject field (as it was in earlier office releases). Does anyone have a solution to this issue? Is there a way to make all same-subject emails
Send a notification email to a user different than the requester
Hello! Hope you are all doing well. When creating a certain service request, I need an email notification to be sent to a specific email whereby this email's receiver is different than the original requester: A person X adds a service request. He gets an email notification that his request has been registered. Another email notification of this request is automatically sent to another person Y (X's superior for example). Is this scenario achievable? If yes, kindly guide as to how I can do it. Thank
add request sample using java
Are there any sample java code to add requests in ServiceDesk plus application
Change / Request / Problem Categorization
Hi, How we can have separate categorization for different modules? We need to configure the category / subcategory / item for incidents separately than service requests, change and problem. Regards,
Reply box formatting problems
In a request when I click Reply, I have my signature formatted for the bottom of the reply. We also use a template. When using the backspace key to remove extra spaces (I do not know why these are here in the first place) it actually ADDS lines to the text box! I have to mess around with different selections and combinations of Backspace and Delete before I can get the reply properly formatted. Also I have selected Verdana as my font for my signature but in Outlook it is still coming through as Times
Auto set "requester details" field with technician information
We have a large number of technicians who enter in requests which they themselves are tasked with completing. Then we also have technicians who need to specify that a request is being created on behalf of a user. For us it would be beneficial if instead of providing a blank "Requester Details" area as seen below: We would prefer to have the "Requester Details" area automatically populated with the "Technician Details" of the technician who was creating or inputting the request or incident into the
SDP RoadMap: In Design - New UI for Request list view and details page
Hi All In Design New UI for Request list view and details page(c) https://www.manageengine.com/products/service-desk/help/adminguide/roadmap.html It means new UI like UI of Cloud SDP ??? http://odarchuk.com
Migration to new server - restoredata
I am trying to migrate to a new server and understand this should be possible by using restoredata However the backup now comes in 2 parts and I do not know which file, part1 or part2 to use, or do I need to do both? It also asks if this is a production build, what effect does answering yes or no have? Also this is now a restore of a mysql backup to a postgres database, will this work? Nick
Where is "expand all" link?
Hi , Our client just asked where is the 'expand all' link in version 7 as it used to be in version 6. I checked the admin guide of V7 and it appears this function should be there. Can you add this to the next hot-fix? thanks. Meg93zhen
Approval notification \ Additional notification to another specialist
You can add an additional notification to another specialist when the request had been agreed? Add the *Additional notifications in the "Submit for Approval" window (notify the following specialists on the results of the approval). Thanks.
What about SDP known issues?
Hi guys, What about these two known issues? Do you have the planning of the next package? Thanks.
Is it possible to change template used in a service request??
It doesn't seem possible in the application to edit a Service Request created by a template and apply a different template. (wrong template applied in the first place). Is there a DB query that can accomplish this? I want to get rid of some obsolete templates but I can't since they are being used. (marked for no further usage now). If I could get the request id's that are using the obsolete templates, (which I have a query for already), then I would like to apply the newer template to the request.
Migrate SDP 9121 on a new server with different OS version
Hi, we are currently running SDP v9121 on an old server Debian 6. We would like to migrate the existing data /SDP on to a new server (Debian 8). Can please advise the best practise for this? Cheers, Per
New to the SDP family
We recently purchased SDP Enterprise on premise and are looking forward to using the platform. I was reviewing the roadmap document: https://www.manageengine.com/products/service-desk/help/adminguide/roadmap.html Do these enhancements pertain to both the on premise and SAAS versions? I look forward to collaborating with the community. Best Regards, Jamie Jenkins Vice President – Information Technology Ascend Federal Credit Union 931.454.1312 – direct 931.581.4403 – mobile www.ascendfcu.org https://www.linkedin.com/in/jmejenkins
How would I put a label or description in either resources or service catalog?
I'd like to create a training sign-off as part of a account-upgrade request. However, to do that, I need to put in language that says "I agree that I've signed off on x, y, x." It's a long bit of text, where/how can I place this text (probably a page) on the form? -Adam
SDP ondemond vs onpremisse
Difference Between resources SDP ondemond vs onpremisse
Service Catalog templates disappear from Admin view
I've created or modified several templates for the Service Catalog and I'm no longer able to see them (they are completely gone, not just grayed out) to modify them. I am not associated to any support groups, so it's not anything to do with permissions...but I'm also an administrator, so I should have access to ALL the templates. This is posting a very big issue as I need to make some adjustments to approval chains and can't view them. I've reported the issue and am told this is a known issue.
Assets - Scan settings
Is there any way to capture files when workstations are audited? Our current product allow me to run !%COMSPEC% /C netsh mbn show readyinfo "Mobile Broadband Connection" which creates a file that is captured and shows the Mobile Broadband Information. This would be very helpful. Thanks, Chris Trauner Network Analyst
able to change mandatory fields to none
When in the requester details view, our technicians are able to change mandatory fields to none and save the ticket. But when you edit the ticket, you can not save manadatory fields as none. Is there a seperate setting to make the fields mandatory in the requester view ? Thanks
"Reply" column in the Requester mode
Hi All Can't find the "Reply" column in the requester mode. So users don't see if there is a conversation in their requests. Is it by design or I missed something? Thanks Nikolay
Alert group members by e-mail when a request is left unpicked in a group.
Has anyone turned on the alert: "Alert group members by e-mail when a request is left unpicked in a group"? We turned it on but am not seeing the expected behavior, where the support group has a value, but the technician (Assigned To) is null. I would expect a notification would go out to all group members, but it does not. Does anyone know the frequency of when these notifications are generated or the event that causes the notification to be generated? Thanks, Craig Rice
"About" page not displaying newest build
Any ideas why that might be happening? We're on 9207, but no new version is appearing on the About page. Thank you, Vicki
Upgrade from 32 bit to 64 bit version of ServiceDesk Plus
Hello, is it possible to restore a database backup made from 32 bit version to 64 bit version. We'd like to use 64 bit version of ServiceDesk Plus. Thank you,
Ticket creation from e-mail no longer supported??
Saw this in the most recent release notes: SD-62238 : Creation of service request using E-mail commands will no longer be supported. This is a huge problem for us -- we use this feature extensively to integrate with other systems. If you're getting rid of this, it's time for us to investigate a different ticketing system. I honestly can't figure out why you're removing from the product part of the functionality that helped sell it!
ServiceDesk Plus: 32 bit vs 64 bit version
Hi All! What benefits has 64bit version of SDP ?? http://odarchuk.com
SDP v9206 shows all technicians on request drop-down
Last night I upgraded ServiceDesk Plus from v9121 to 9206. In using the system since updating, I found that when filling out a new request, the Technician drop-down shows all technicians in the system, not just those technicians within the selected support group. Editing an existing request has the proper behavior. Is there a new setting to limit the Technician drop-down to just those in the Group field selection or is this a bug? Thank you!
migrating to a new server configuration information
Please, can anyone tell me if and how it's possible to export all the configuraton information in Service Desk plus? I'd like to be able to pull out current configuration files, closed tickets, as well as solutions, files, etc. and set to another server. thank you vey much
Set up default field order and request sorting within filters/views
Hi Is there any way i can set a default field order and default sort order for filters and views? If not through the system itself is there a program file heald somewhere on the server?? I know that's the not the advised way of doing something but I really need to set this up for people so they learn to work properly. I know each person can set this individually but getting them to do it will be a nightmare with my team!! ;) Thanks Steph..
Mask domain name of login page
Our ServiceDesk is accessible from the public internet. Is it possible to mask or alias the fully qualified domain name of the Active Directory domain on the main login page? Thanks in advance. Shahid
Support Groups - Mail fetching not working
Hi, I would like to know what is wrong with my Support Groups configuration, because mail fetching is not working. Any idea?
Rest API - requester operations
The website indicates that you can conduct requester operations, but I have been unable to find out what operations can be done http://www.manageengine.com/products/service-desk/help/adminguide/index.html
Passthrough Authentication Failures
Does ManageEngine Service Desk Plus keep a log somewhere with login events? We have enabled pass through authentication to use your domain credentials, but everyday we get a handful of users that will land on the login page and then after logging in will be taken to a blank request. These can be users or technicians. How do you troubleshoot login issues?
New Problem after update from 9120 to 9208 with Support Group and Technician
Hello We updated from 9120 to 9208. If I create a new Incident I choose the support group in the dropdown List and then the technician. But now in the newer version 9208 all our technicians appears in the dropdown list of the technician not only the ones who belong to the according support group as it did in the version 9120. I hope it is not a new feature. It's a problem, because if the technician who assigns the requests chooses a technician who doesn't belong to the chosen group, the assigned
On hold Tickets
Is there a way to send automatic emails after a set period that tickets ore put on hold? I would like to remind end users that we are awaiting a response from them 2 days after we set the ticket status to on hole awaiting user response. Cheers Chris
Table where user assigned to asset is stored in PostgreSQL?
I am wondering if anyone here might know where the user name that is assigned to an asset (workstation) is stored in the postgres database? I have written a program to make microsoft's Remote Assistance easier to use for us. It queries the ServiceDesk Plus DB to find the computer name based on user name entry, so I don't have to remember the names of all computers, just type the name of the user that called me and I can connect. I am currently using the last logged on user name (only one I could
Enquiry for helpdesk software
Dear sir, Please provide me all details and features for Manage Engine Help Desk. Requirement- 1) Manage Engine Helpdesk. 2) Nearly 500-600 users will access. 3) Backup server also will be install so it will work on redundancy or any other option available. 4) Hardware and software details. If Sales person will available in Mumbai location for meeting then please confirm me. So I can arrange the
How can I create a query report?
Hi guys, I was looking for a way to generate a reporting with sum of time elapsed for requests and I found some orientations to use query report. I'm looking in my report tab but I can't find any option to create a query report. I have the SDAdmin role assigned and our plan is the "Standard". Is this function available in this plan? When I click on "Query Report" tab, I can only see the folder "Survey Reports". Regards, Raphael Freitas
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