Maximum size of ADD_REQUEST REST API
Hi, Is there a maximum size (in bytes or characters) for the XML data sent as part of ADD_REQUEST REST API in SDP 9.0? Thanks and Regards, Anil
Duplicate a request/incident in service desk
We recently upgrade to service desk 9.0 and we were wondering if it was still possible to duplicate a request? I believe we used to be able to do this when you went into the request and it was udner actions. Cheers, Marek
Printer incorrectly recognized
Hello, I'm testing ServiceDesk. I performed a scan of a printer Samsumg, but the product was recognized as Dell. Is there anything I can do for this type of problem does not occur? Thanks, Alvaro
Record Navigation arrows dissapear after updating an incident/request
Hello, Recently we've noticed that when updating requests the "next" and "previous" arrows that are found in the tool bar next to the Request ID: field disappear. This is very cosmetic but does impact the work flow that our technicians use. The natural time to use this feature is just after you've updated a case and are moving on to the next in your queue/view. However once you update the current incident this option goes away and the technician has to go back to the requests view and select
Rule based starting of tasks
Hi, Is it possible to start a task according to a parameter supplied inside of a request ? For example if request attribute is set then a task is registered and if not task is not registered. Regards Lukasz
Importing UDF from Active Directory
When importing the requestors from our AD, we are trying to also import the MANAGER field from AD into a MANAGER field we created within ServiceDesk Plus, but the field doesn't seem to be importing. We are not seeing any errors, but the field in SDPlus is blank. On the Import from Active Directory screen, we have selected the appropriate UDF for import, and entered the mapping. Any idea on what we are doing wrong?
notification not working "Acknowledge requester by e-mail when a new request is received."
Hi "Acknowledge requester by e-mail when a new request is received." notification not working. I simply want the requester (user in my organisation), to receive acknowledgement email, when they log a request. If the email a request to ithelpdesk@XXX.org.uk, they get an aknowledgment email, but not if they create a ticket, through the ManageEngine webpage. Please help!
"Time Elapsed" of a Request is "0hrs -9639min"
"Time Elapsed" value of one of closed requests shows up as 0hrs -9639min, which is obviously odd. What is wrong with this request and how can I correct the Time Elapsed time? Thank you. Yuko FYI: This request is created on 2014/05/12 20:07 and resolved on 2014/06/10 18:45. Our business hour is from 9:00 to 17:30, and we had 8 days marked as holidays, i.e., the actual time elapsed should have been 21 days, excluding OnHold time. Our system is set not to Open onhold requests upon requesters reply and
ServiceDesk Plus Database Migration
Does anyone have a relational table for data-dictionary.xml ? I am looking to import data from our old ticketing system(Kayako) into ServiceDesk Plus using MySQL and I need to know how the tables are related and what is required for things to work correctly.
How to generate a handover report - IT Asset Management
Hi, I would like to implement in SD+ something like IT repository management. We have 3 IT warehouses and we want to generate a report (which must be printed and signed by a person) each time computer or other asset is taken or brougth back into the warehouse. I tried to solve this by using a report but can't generate a report for a specific named asset (I can't provide parameters to the report). Is there any other way to generate such a "handover" report in SD+ ? Regards Lukasz
Printing service request detail including tasks
While in a Request, I can choose "Actions" and "Print Preview" - this prints everything I need except the Tasks associated to the Request. Is it possible to print out all detail for the specific Request, including the tasks? Thanks, Jamie
Asset Scan problem
We installed Asset Explorer Agent of all computers in our AD computer through a GPO, and it works fine for most of our asset except a few. The first scanning after asset explorer agent installation was successfully finished for some assets.. But, if we try to scan it again from Windows Domain Scan or from asset itself, it gives this error: FAILURE :Failed to communicate the agent. with imported assets.. it gives this error: FAILURE :No response received from workstation. Probably the workstation
History of Deleted Requests & Best Practice Inquiry
If a Request is Deleted (i.e. someone forwards an email to the helpdesk by mistake and creates a request), what is the best practice for handling removing the erroneous request? We do not give our technicians the ability to Delete Requests. If a request is made to the SDAdmin, we can delete it, but...for audit purposes, how can we get a list of Requests that may have been deleted, and by whom? Can anyone confirm the request number is retained in the database if it is deleted? I saw posts suggesting
Remote Control in Service Desk Plus
Dears, I am using Helpdesk and trying to use remote control. But I am facing problem with the configuration of remote agent in firewall. Is there any list of ports that I need to enable on the firewall ? Also, if there is any proper configuration documentation please share it.
plz help me
i am trying to started the sdp from cmd but it show me like this
scan computers
Poll computers in the domain are completely satisfied. In our network there are several dozens of computers that are not in the domain. Want to run ae_scan.vbs and request additional information from users. For example the script asks the questions in the text box and the user is responsible are recording as a result in an additional field asset.
Asset Management by Department
Is there a way to assign a technician rights to edit the asset module for only a single department? I need to be able to allow a user from each department to manage their departments inventory. They will not need to work with trouble tickets. Thanks, Joshua
Manager of multiple sites or departments
Hi, My users are able to view their cases in the portal. However I want the manager to view requestes of its departments or/and sites. In the dropdown menu I can only select the person to view his cases, his department or his site. How do you deal with managers / persons with multiple departments? Thanking you in advance, Cédric
Searchable Fields
Is there anyway of being able to select fields that are included on the left hand search option in Service Desk Plus? At present we have fields for new user requests where someone logs they have a new person joining their team. When we are trying to do our audits the search feature does not include these fields are reliant on end users entering the starters name in the description or subject of the request.
Error while trying to instantiate SQLGeneratir
hi say me please , what is wrong ? i get backup from 9019 (9.46 Mb) and want to restore (to 9021) PS C:\ManageEngine\ServiceDesk\bin> .\restoreData.bat ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For
Cannot delete departmnet
Hi, I cannot delete Department and get following message. "WARNING :Department is being used by a module. Hence cannot delete it from database. But it has been marked as not for further usage." Appreciate if someone can advise which module is this message referring to. Regards, Jupp
Delegate service catalog
I have a situation where I would like to delegate to some technicians the ability to create templates in the service catalog. Is this possible?
Unable to assign multiple requests to support group
HI. (im using 9022) When in open request view, i select multiple tickets with the selct box and then go to action > edit request. There is an option for me under "owner details" to bring the drop down list of "group" however it doesn't show any other option than --leave it as it is-- Im using IE 11
Remote Control non-Windows devices via Putty or GoverLAN SSH/Telnet?
Does SD+ have the capability of letting us remote into non-Windows assets via a console app such as Putty or GoverLAN? We would also like to manage our non-Windows devices centrally as well via remote control.
hide 'System' notifications in Conversations?
Is there a way to hide the 'System' entries in the Conversations thread in Requests? Thank you.
scanning a workstation through SDP console keep saying "FAILURE :Failed to communicate the agent"
Hi there, SDP version: 8.2.0 Build 8217 Workstation has agent installed and updating the asset changes successfully. Issue: When I logged in to the SDP console and view the workstation, I click the [Scan Now] button but it keeps coming up with the error "FAILURE :Failed to communicate the agent". On the workstation, if I restarted the service "ManageEngine AssetExplorer Agent", it successfully update the changes to the server. I've tried to change the scan credential to use Windows Agent and domain
What is "Signing Authority" in a purchase Order?
Hi What is "Signing Authority" in a purchase Order? What does it used for? Its little un clear :) Thanks, Amichy E.
HOw can i remove Signature pictures from requests
Hi Guys Using 9.0 build 9022. I would like to remove just images in signatures whilst retaining any pasted screenshots of errors etc. Is there a way I can do this.
Automatic categorization of tickets !
Dear, Good Day I wonder if the possibility of categorizing a call, assigning group, technical, category, sub-category exists? Example: Some client sends an email to the SDP system and so when the call is being generated already automatically assigns to some group or technician responsible for that care. Is there any way to do this? There are parameters or settings that we can use in these cases From already thank you for your attention. Regards, Anderson Ferraz
Export Sites and Departments
Hi Guys How can I export the site and department lists to excel?
Restore Service desk, 9002 to 9022
I am trying to migrate a Service Desk Plus from a server to another one. (Both Linux Ubuntu machines in console gui) I did the backup with ./backUpData.sh -c, all the process well done. (Whith server stopped) When I do the restore process with ./ restoreData.sh -c [backup file] show me the next text: Please wait extracting backup file ********************************************************************************* filelist.txt does not exist in the selected backup file /backup_postgres_9002_fullbackup_10_13_2014_10_50.data
Adding a Requests Custom View using Incident - Additional Fields; Not displaying all Items
I created a Pick List Text field in the Incident - Additional Fields Admin Section and placed it into the default request template, so that it can be filled out by requesters and technicians. I wanted to create a request custom view. So I go into Requests, click on Settings and Select Manage Custom Views. Click on New Custom View. In the Advanced Filtering Section I select the Pick list field that I created and select a criteria. Once I click on Choose, it should bring up the entire list of items
Increase SSL security
I know OpManager and ServiceDeskPlus are not subject to Heartbleed. However I'm stuck rekeying everything since we used wildcard certificates. During this I'm looking to improve the SSL security of all of web based systems. Couple of questions: 1) How can i disable weak ciphers? 2) How can we add support for TLS 1.2 (Guessing this may be a limitation of outdated java) 3) How can we enable HTTP Strict Transport Security 4) How can i disable Client Side Renegotiation Thanks for any insight you may
Scheduler: Technicians are not associated to any sites.
We do not have any technicians or support groups associated to our Sites. When we open the Scheduler section the Site default to all sites but the calendar does not show any information. We have to change the Site to "Not associated to any sites" first. Hoping for suggestions or answer to the below. Is there a way to: Change the the default for Site to "Not associated to any sites" Remove "All Sites" from the list in Sites
Association of solutions
SD+ I'm currently trying to associate a solution to a problem. However under problems, I only have the option to add (Not really an option, more a dictation). Kinda pointless as I already have an approved solution. So what the application is asking is for me to add a new solution, even though I already have one. Makes sense? Or is there a setting I've missed? Anyway I can work around this?
Move task between projects?
Hi Is it possible to move tasks between projects? We'd like the ability to use the project manage to also plan weekly work loads, but if a task rolls over, we'd like to roll it into the following week. Likewise we'd like a seperate project for "ideas".
Product Type & Product Add Permission
Hi. I wonder how to give a technician only Product Type & Product permission without giving him the rest of the admin permissions?
$EmailSignature not working (Found HTML Hack)
When a new request is created a email is send to the user with a signature. But in SD 9018 the "$EmailSignature" is not working anymore.... And so there is not email send. btw. There are still unexplained extra blanc lines when add or editing a Request in SD EDIT 13-10 Today i found by accident a "hack\workaround". In Chrome you have an app called "IE Tab" When i activate that one and edit a reply template i get HTML code:D. So then i am able to do whatever i want.
Developer guide is not available
Hi , I am looking for the developer guide of the Application. If any such guide is available kindly share the link for the same. Its urgent.. Thanks Sabal
Cant delete tasks in SD+
Hello, I can not delete a task. I select the task and click on delete. The system displays the message of success in the operation, but the task is not deleted. Any advice? Translated by Google Translate. Alvaro
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