A few Question about Manage Engine / Service Desk
Hi everybody... i have begun to use manage engine ... 1. why i need to install Agent on my clients ? already i can see my assest when i use discovery on network so what does it provide me ? just remote control + ? thanks for replay..
self monitoring service for sdp
Can someone explain to me what this is and how I can use this?
Backup shcedule failed
Hi support, I'm using SDP 9 build 9003. I have an issue about backup scheduling. It's failed in the last 2 days. Path folder backup is already correct. Server is running properly. Please give me advice. Thank you.
How can i rebuild search indexes?
Hi! After a failed upgrade or restore, search does not work. How can I rebuild search indexes?
ServiceDesk RESTApi ADD_REQUEST INPUT_DATA invalid xml on long Decription node
Hi there, I am in the process of finishing an integration in which the source system's ticket description field in throwing an error when I attempt to post via ADD_REQUEST. A sample of the call is attached. As you will notice the <description> field on the on the input_data will through an error: <operation name=\"ADD_REQUEST\"><result><status>Failed</status><message>Error when performing - ADD_REQUEST - XML document structures must start and end within the same entity.</message></result></operation>
Automatic creation of requester from their email
Hi - fairly new to MSP so please forgive if I'm asking stupid questions. What should happen when a new requester emails in for the first time? Is he/she automatically created as a requester and email address added to profile? Is name automatically added to their request? Should their email address autofill to the "to" box when I click on the reply button? Thanks in advance for any help Bob
RestoreData Error
I had to migrate a server from version 7.5 to version 8, with a change of physical server included. Then I want to perform a restore from the last backup I had in the old system, but when I make gives me the following error: java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.getBuildInfo(RestoSDBackup.java:706) Besides the above error shown above shows me similar errors. Someone can help me with this error. Greetings.
Problems with the choice of a member of the CAB when creating requests
Hello I have a problem with accepting submissions. I currently have left an empty field at level 1, when the user creates the application chooses from a list of a person accepting. Unfortunately, after some update there is n o longer such a possibility as an empty field in the levels of acceptance! I can not configure the DEPT_HEAD because I have two heads. If you do not select approver that request will be created without approval with the status open.
ManageEngine Support Experience?
We are evaluating new ticketing systems and I like ServiceDesk Plus, but our pre-sales experience has not been very good. They have not been responsive at all to questions, etc... Just wanted to get some feedback from users on whether their post sales experience has been positive with ManageEngine software or not. Do they respond to tickets in a timely manner? Thanks
Customize WorkOrder.do to add more functionality to Request View
I am trying to add another button to the "request view". Next to the Requesters name there is a button that allows me to view that requestors assets. I want to add another button there that opens a new window that points to a custom URL and passes the users username as a variable. Is this possible? I can't even find a way to edit the page in the first place. Any help on this would be greatly appreciated!!! Thanks, Ozzie Bock IT Analyst Support.com
Notes not showing in Request tab after upgrade from 8.0 to 8.217
Hi I upgraded from 8.0 to 8.217 and noticed the previous notes made by technicians are not displaying, is there a way or option to show the notes again from the previous log jobs?
Notify requester via email when request is overdue
How to notify requester via email, when his request is overdue? Need this option, because requesters want to know, what happend with his request.
Access Tracking By ManageEngine???
Hello All, We'll see how long this post lasts, but I came across something rather disturbing today after installing our new SSL certificate into the server. FF and Calomel suggest there is mixed content on the login page. In FF, the various links within a site are more readily available. Within the list of HTTPS connections that are hosted on the ManageEngine server I'm running, I found this entry: http://www.adventnet.com/images/35-prodad.gif?ry=c&pi=35 This GIF is a 1px by 1px white file. I'd
Multilanguage notifications in SD
Hello, Our company has offices in many countries, and if want to run single SD-server for the whole company, we need to send e-mail notifications in different languages. Is it possible? If not, how can you propose to workaround this? Thanks in advance.
ServiceDesk v.9 whit SQL Server 2012 - 64bit
Hi, I'd like know if it's possible to install ServiceDesk v.9 with SQL Server 2012 - 64bit. Thanks, Ryo
Software Licenses - Associate to Region?
I believe the recent changes to managing software licenses is improved with SP 9.0. However we have a situation that I need help with. If this is not currently possible, I am requesting this as a feature in the future. For the past few years, we have been running 2 separate Service Desk Plus systems. This is because we had 2 separate divisions that operated independently. Each division purchased and maintained their own assets. However recently our IT staff has integrated but the divisions (and
disable editing request
I dont want that technician can edit assigned requests . can u advise how?
Internal/External Facing Portal
Hi, after using Adventnet Servicedesk plus internally for a while now, we want to know if it is possible to make it customer facing. This means that we effectively want to provide a portal to external customers to view their own calls (as a pose to our internal customers). Using the standard user interface is not appropriate as it would display our internal knowledge base and announcements to external people, therefore is there any way to create a second customized portal, or alternatively is
Bug - Purchase Module - Attachments
Issue with uploading multiple attachments or saving a PO with multiple attachments when creating a Purchase. Adding a single attachment and saving a PO causes no problems. Adding a second attachment while creating the PO causes the following: Upload box does not go away after adding second attachment. Second attachment does not show in the attached document list Unable to save the Purchase Order when it contains more than 1 attachment. (Must remove additional items and then save to prevent loss
elapsed time
hello; please advise about the meaning about elapsed time, and it formula i will appreciate if u give me an example.
ServiceDesk Plus Site Settings
Hi, I want to about ServiceDesk Plus Site deleting. When I try to delete a site there is that kind of warn issue: "That site is using by modules can't delete" What I miss? Thank you
Problems with Windows and Network Scan
I spoke to someone over the phone regarding this and after reattempting the Windows Scan, I e-mailed a copy of the support log to support@manageengine.com (as requested). I have yet to hear back so using this venue. We are having a problem with performing Windows and Network Scans. The automatic scanning is not pulling in information so I have been trying to do a manual scan to pull in inventory. The scan will start. Initially it will show the total number of assets to scan and then act like
Closed Notification - Technician
Is there an option to disable notifying the technician when a ticket/request that they are assigned is closed? Our technicians are often resolving their tickets, therefore there is no value in them being notified of the closure. I've searched the forums and all I found were requests from years ago asking for a custom notification to be added; which is irrelevant to my request.
QUERY: How are people doing on version 9.0x?
Obviously, we see issues listed here, but I am curious how people are doing with the new version. We are still back at 8.2.0 Build 8208 and waiting for things to settle down before we make the leap. Any comments? Is it worth the change? -Les
Upgrading with a replication setup
Hello, We are using a MS SQL database and we have set up transaction based replication so that we can run our reporting tools on a dedicated reporting database without affecting the production database. This works very well, except when upgrading SDP. Indeed we are forced to drop the replication before upgrading otherwise we end up with errors like “unable to drop table xyz because it is used for replication”. After the upgrade we need to set up the replication from scratch. Is there no way to avoid
IIS & SDP
Hi, I just installed SDP 9004 on server in our envrionement for testing purpose since our prod SDP is still 8125 I believe. Anyway, I installed it and it works fine with our DB imported and everything. My problem is my website can't be accessed from our network, it only work locally on my server. Now if go on my prod server is look in ISS I see the default website pointing to an index.html which is SDP home page but on my testing instance I can't locate that index.html page or the folder "sites"
How to easily validate wich database is configured in SD+ ?
Hi, I like to validate which database is configured in SD+; Is there a way to determine which DB it is: - MySQL - PostgreSQL - SQL Server and with wich parameters - db's IP - username - DB name Cheers
Is there a way to show only selected categories for some technicians?
I was wondering if there is a way to assign categories to some technician groups in ServiceDesk Plus or a way to allow some technicians to see selected categories when creating tickets. Kind like the option in MSP to show certain categories per account.
how to send external emails
Please can you tell me how to send external emails So far we can only send them internally within the company many thanks Leanne
Problem with HTML formatting from emailed requests
Some requests that are sent to the ServiceDesk cause the whole serviceDesk page to appear in different colours. Usually this manifests itself in the font colours or background colours changing for the whole screen when I click on certain requests (only those sent by email, not those created using the webform). In addition, since a recent upgrade to 5008 I have noticed that some spaces between words go missing both in the original request and in our reply to the request. This happens quite consistently
How to know people connected to SD+
Hi, Is there a way to know who is connected to SD+ at a moment ? We like to check if people are currently connected to the system and to know who is connected. Cheers
Daylight savings time did not update 8.2.0 Build 8212
Good morning, I’ve noticed that service desk plus is still an hour behind after daylight savings time sprung our time ahead one hour. The time on the server is correct and I don't see a setting in manage engine administration that will allow me to update the time for service desk plus. Can someone let me know how to update the time on this so that our tickets show the correct time? Thank you, Andrew
New pc get's name from old pc.
What happens to the history of the old pc when I give his name to a newly build pc. I'm replacing 4 pc's with a certain name. I have to keep those names so when the old pc's are renamed and turned off, I give the new pc's those names. But I wan't to keep the records of the old pc's in the servicedesk. So my question is, is servicedesk creating a new record or is he going to overwrite the old one?
Projects history report
Every morning we need to recieve a report in which we want to see all projects history for the last day. Can you help us with this report?
Manage the list of view selection (My Groups/Requests/My View)
Hello. We're using SDP v9 build 9000 and I'm looking for the possibility to manage the list of view selection. Is it possible to delete the standard or reorder the view list because we're still using our own created filters. If so I would be very thankful if you could tell me where I'm able to find the settings. Thanks a lot Johannes
Change Request ID from the default
Hi, I think Requests are identified by the ##Number## -text. E.g. in the request subject field. Is it possible to change that to e.g. ##CompanyNumber## to avoid possible conflicts with other helpdesks? SDP: 8201 SQL: MS SQL 2008 R2 Express Regards lakend
SD+ Free install on GoDaddy shared Linux server?
Hello, I have attempted to install SD+ Free Standard Edition on my GoDaddy shared Linux server and I am stuck. Let me begin by saying I am mostly a programmer with no experience with server setup. If my questions are too broad (read:n00bish) or outside the scope of what this forum can do for me just let me know. I downloaded the install binary from the ManageEngine site (Linux, 32bit) and uploaded via FTP onto my shared server. I then logged in via ssh, changed the permissions on the file and ran
Is it possible to add predefined variables available in notification Emails to Service Requests Templates
Is it possible to add predefined Variables into the Subject and/or Description fields? For example as below Subject Field: Request for New Starter $Name Description Field: New Starter Request $Name Thanks
Request View Permissions
Hello, Is there a way to have a non requester the ability to view a ticket that they didn't initiate and is not in their department?
Logon mismatch with Active Directory
I'm having an issue with ServiceDesk Plus 8216 with Active Directory Authentication. I have AD Authentication enabled, and a domain configured to import users every 5 days. Both of these items are working, but they aren't working together. The user import takes the attribute "samAccountName" from active directory, but our users are logging onto the web portal with their UserPrincipalName attribute. In the attached screenshot, you can see two "Ashley McLauchlin" requesters. The top one is the imported
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