Resolution Emails not being sent
I have an odd issue where resolution emails are not being sent to requesters. Other outbound emails are working fine and inbound are processing fine too. Was working ok yesterday morning then stopped working after adding a couple of extra filters to the spam filter and junk notification filter (“Auto reply” and “Automatic Reply”). I've since revoked those changes but still no resolution emails... I attach an extract from our serverout0.txt log file detailing the notification events. The first Request
Potential issue With Chrome and new text editor in build 9039
I've gotten 3 reports from Technicians and Users that the new text editor sometimes acts up when using Google Chrome. So far I've been able to reproduce it once. I was going to open a ticket with support but then my technician closed the incident from another browser (internet explorer or firefox) and now I can't reproduce it again. The behavior is such that you can't get a cursor or type in the text field. The tool bar along the top looks odd, more spaced out, possibly missing some buttons.
Manually send out survey
Is there a way to send out surveys manually only? We would like to use the survey function, but we don't want it to send out because of a password reset, etc. We have many lockouts with some of the software we use and many people call often and we don't want to harass them with surveys. If we could make it possible to send out surveys manually only, that would be great. Thank you.
Random issue with resolution field
Hi, Since upgrading to latest build we are having a problem with the resolution field in requests. If I use chrome to try and enter a resolution I see the box but can't type in it. If I use Internet explorer it seems to be fine. However if my colleague uses internet explorer the only entry he can click on is now not in the actual box but a random area of the screen. I've attached a screenshot of his screen. This has only happened since we upgraded the build earlier this week.
Update Additional Fields Directly through SQL
Is it possible to update directly via SQL (or some other means) a pick list on an additional field? I have a database with entries for certain products, I would like to query that and have that as the "pick list" (we would obviously have to write the sql to move the data).
Service Desk Plus free questions
Good day, I am a customer of Manageengine that uses ADmanager and other products We are thinking of installing Service Desk Plus Free edition to handle a small amount of tickets that will be handled by less than 25 technicians. I saw that the limitations were lifted on the web site on the amount of technicians that can use the system. However I found documentation that says five users. Which one is it? Also I want to try the change management feature and it says add on. How do I add on? Thanks
REST API and Custom Fields with Spaces
We have Manage Engine Service Desk 9.0 build 9009. Using the RestAPI, we are able to successfully create incidents and populate various fields in the service desk ticket. There are two custom fields that were created, but we are unable to set the fields on the XML post. The names of the two fields are Client Name Billable to Client These fields have spaces in them and we don't know what XML element name to set in order to populate them on a post to ADD_REQUEST. We changed the name of Client Name
HTTP 400 bad request
Dear Sir, when i change the database to MSSQL I go this message �HTTP 400 bad request� if I change the database beck to MYSQL it works fine need to know why this problem appeared when changing to MSSQL :?:
Enforce Asset Discovery without overwrite
I have a set of assembled computers (non OEM) over AD. I configured agent, network and AD scans, however, each time, some computers are overwritten because most of computers I have are assembled with no service tag or ID. How can I overcome this and successfully input all possible computers without overwriting existing ones? Another inquiry goes for network printers, how can I move a scanned asset from Workstation to printers category?
New Technician seeing end user portal instead of Technician portal
Hi all, Our IT deparment expanded and we added two new technicians. After installing the new license I am able to add the two new technicians. The issue is the new technicians are seeing the end user portal and not the screens that our other technicians are seeing. I have set up the accounts the same way as our other technicians but still they are seeing the end user portal.
LDAP or Active directory authentication what difference ?
which authentication i have to use ?? whats difference ?
Project and Change association
Is there any way of getting any incident that is associated to a project or problem or change request to stop the timer automatically when associated ?
Require first response before closing?
We recently started to measure first response SLA's by using Zoho Reports. It's great, but things are thrown off if a ticket does not have a first response. I know this can be solved by a tech either responding or checking the "first response" box in a work log, but is there any way to require/enforce this? Or default the resolution time as the first response? Thank you for your help, -Mark
Request description and notes not wrapping
Whenever we have a lot of text in the request description and/or notes, the text does not wrap around the description area. Instead, the text is staying on a single line and creating a horizontal scroll bar. This is happening in both IE 11 and Chrome 41. We're using SDP 9040. I have attached a screenshot. Even though I have blurred out the text, you will notice there are plenty of spaces between words so it's not like I have a single word containing 500 characters and no spaces.
Adding Technician to Support Group for Default Settings
I'm having an issue trying to add a tech to a Support Group for Default Settings. This has happen a few times recently. I am using version 8213, but also testing on version 9033. I've created a new Support Group for Default Settings i.e. available for all sites. I then edit the support group and can add a number of techs. Occasionally there will be one tech that will not be listed in available techs. I check the tech, and they will be associated to all sites. On the Support Group for Default Settings,
Unable to delete resource from service request
I'm using SDP 9036. I'm trying to delete a resource from a service request template. But when I do, I get a message saying "Cannot delete. Assets in use." What does this mean and why am I not allowed to delete this section? Thanks.
Technician Scheduling
Hi, we have teams of 1st 2nd and 3rd level technicians and use the 'Round Robin' system to allocate requests. These requests go to 1st level techs only and we have added all other techs to the exclusion list for tech auto assignment. I was then hoping to use the Tech availability scheduler to stop requests going to 1st level techs when they are on leave by using the Back Up Technician assignment rules but this only seems to work for requests that fall due within the leave time-frame and don't work
Adding additional AD fields to incident templates
Hi all, First of all apologies if this has been discussed before. I have looked and searched the forum and also Google but cannot seem to find what I am looking for (which is strange as I thought it would have been a more common question). We are configuring our Service Desk Plus environment as we want at the minute and I am currently building our Incident Templates. My question is: Is there a way to pull through additional AD values? Within the requester's details section we have the user's name,
Constant Windows Security Propmts - SSO enabled and working
Hi, I have configured SSO following the guides and have my domain in CAPS, have the fqdn domain hidden from login, have the intranet zone set via GPO, have NTLM2 enabled via GPO but I am still getting constant security prompts. It doesn't matter if I put my password in or press cancel the helpdesk still works. I have removed both NetBIOS and fqdn domains, reimported them, created new computer account, reimported users etc. nothing works to remove the prompts Any suggestions where to investigate to
Innstalation problem
Hi During the update, I had a problem . I could not run the application, so started to restore the previous version. I downloaded the installer from the http://archives.manageengine.com/service-desk/ Unfortunately, I get the error ! ! Such as set out in the annex. Now I can't go back to the previous version and the system does not work. I tried to install version of the 9030 32 and 64 bit shows up the same error. The same error I got when I tried
Using Incidents and tasks
Hi all, I'm just wondering how different SysAdmins here use Service Desk Plus. For instance, our model is to have the Helpdesk/ServiceDesk create an incident and if the incident needs to be worked on by another tech team a task is then created to them. After that task is complete and nothing else needs to be actioned the "tasked" technician closes the task and resolves the incident. From reading the manual, it looks as though SDP is more geared towards assigning the request it'self to another
datamodel for servicedesk + 9.0 Build 9039
Hi, we would like to create a dashboard in Qlikview. The table structure is very unclear in SD+, do you have a datamodel or table definition sheet to help us? we are currently running servicedesk + 9.0 Build 9039 Kind regards, jordi van oosterbosch
Timers in SDP
I'm hoping someone can explain the timers in SDP...I may be overthinking this. I'm trying to generate summary reports (details of each incident or SR) on things like: First Response Time Time from Created to Closed Time from Created to Resolved Time from Created to Assigned Details of assigned technicians for a ticket with individual times for each tech. Summary of all assigned techs for a ticket with individual and cumulative worklog. I've already seen some really nice queries by Murali, but
ServiceDeskPlus Pickup Request - Auto set the Group
Is it possible to autofill the group option when you choose the 'Pickup' option for a request? I have 3 support groups with roughly 5 technicians in each. Service Desk: Audio Visual: Infrastructure: So if a Tech from Service Desk picks up a ticket, can you autofill the Group field to Service Desk? Cheers, Craig.
Automatic re-indexing of solutions
When searching for recently added solutions using the keywords, description or title nothing appears. Every time we add a new solution we have to manually carry out a re-index to enable technicians to search for them. I've looked through existing queries but haven't been able to find any solution that solves this problem. We're currently on the build 9039, using postgreSQL. We've been having this problem since we started using service desk plus. Is there anything we can do to enable automatic re-indexing?
Asset Import CSV Blank Values
Hi, I am trying to do a bulk update of certain asset fields and for some of those fields I would like to reset those values to being NULL so that the reports will display those fields as "Not Assigned". I would prefer to not have to use the value of "Not Assigned" in the CSV file. Is it possible to do this using the CSV Import feature? I have tried using blank values, \n, and NULL and none of those have worked. Thanks, Roger
How can I find what requests were based on a service in the service catalog ?
I have done some testing, when planning to use the Service Catalog. Doing my tests, I have created way to many services. However, if I try to delete one of them, I get a message saying "Template is in use. Has been marked for no further use". As I understand it, the reason is that I have created some requests, based on that service. However, I'm sure it's only some test requests. How can I find out, what requests have been made by that service in the service catalog ?
Assign Multiple Assets
Dear Support Team, Is it possible to assign multiple assets to same department? Or assets of same P.O. to same department? If not through UI, how?
Possible bug in Windows domain password
We've been having a lot of issues with our Windows domain scan account being locked. We contacted support and they were able to help, but I think there may be a bug in how the Windows domain account password is saved/stored/retrieved in SDP. We're using SDP 9036. This is how I solved the problem. I went into Admin > Windows Domain Scan, edited our domain, reset the password, then clicked Save. I tried scanning assets and I would also get a generic error message. After a few scans, the account would
500 error after closing and reopening browser
Whenever I close my browser (Chrome), bring my work laptop home, then come back to work, then reopen my browser, I usually get this error message: java.lang.NullPointerException org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:2193) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810) com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196) org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
Closure procedure
I'd like, on one hand, to simplify closure procedure from requester point of view and, on the other hand, to get feedback about how the request was done. 1. Is it possible to grant requester right to close resolved issue throught web interface? 2. If yes, how to ask requester to give measurable feedback about each issue which he closes? in other words, I want to see following scenario - IT staff resolve an issue - Requester gets notification via mail and can goes to web form for details. - There
Customize Home Page
Dear All, I want to make following changes in the requester home page. How can I do this?. I am using SQL server as database. Remove right side section completely (Watch this Videos and Portal Usage section). Remove the star image and solution details in the home page. Insert some custome images in the home page Please refer attachment. I am using service desk plus version 8.2.0 Build 8206
Email notification workflow
Recently been going through the email notifications and I believe I am missing something in the notifications and want to see if someone can help me set my software up right. Here is what I want: (assume ticket is both a request and incident) - Email to requester when the ticket is submitted - Email to tech when ticket is assigned - Email to tech and requester when notes are added by either party - Email to requester when the ticket is resolved Which options do I need to check to ensure this happens?
User requesting ticket for multiple locations
Hi, i am trying to configure SD plus to our needs but i don't know how to configure this. We have users in different organisations, and those organisations have mutiple locations. Some users have multiple locations where they need to create tickets for. How can I configure SD so that a user can create tickets for multiple locations?
Issue migrate SD (build 8008)from MYSQL to MSSQL 2012
Hi, I have migrated the database of service desk (build 8008) of MYSQL to MSSQL 2012, but when I make a restore of the data I get the following error message: "Unable to restore database : Cannot find the object "trace_xe_event_map" because it does not exist or you do not have permissions." Are there any fixes for this issue?
HTTP Status 400 - Invalid path /LoginPage was requested
Hi to all, i've installed a trial license of this application but after 3 days the application it seems not accessible with error in object. Can anyone help me? Thanks Roberto Bianchi
How to export request (data) to another system?
We're currently looking for possibilities to export SDP+ request (by criteria) to our accountant program for futher records. Our accountant program like SAP, we can work with any kind of export formats. How can we made this?
Agent Download
We recently changed our helpdesk from http to a https. I have just updated the agent settings to point to helpdesk.domain.com however when I come to run the file after download I receive 'The signature of ManageEngineAssetExplorerAgent.msi is corrupt or invalid' Is this expected or does this indicate that there is a problem with our SSL cert?
Multiple Postgresql processes normal?
Is it normal for SDP to launch multiple Postgresql processes? Right now i have 13 PostgreSQL Server (32-bit) processes running om my server (Windows 2012 R2 64bit). I recently had to restore this machine from a nightly backup, just worried that doing that might have screwed something up...
Migration from SQL2008 to 2012 - Upgrade servicedesk plus from 8215 to 9017
Dear support, For MSSQL license saving, we want to have a centralized MSSQL database and need to relocate our multiple databases. Before moving the servicedesk database, is there steps to follow or we just have to link the application to the new server and then restore data? Note : current MSSQL version is 2008 and the new one is 2012. The other think is that we are using 3 installations, so we would like to know your advice on having the 3 databases located on a same SQL server. The naming, etc..
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