Configure ServiceDesk Plus for single computer/user
Hello, I was wondering what it the simplest way to configure ServiceDesk Plus to be used for a single computer and single user setup. Only one person will be using this on one computer.
Active Directory UPN Login
Does anyone know how to setup UPN login for SDP?. Adlogin is working fine, but all my users use their email address (UPN) for logging into all resources. TIA Larry
Custom Filed as URL
Hello, is the following possible: Create a custom text filed for requests and use this value with an external URL which is shown in the request? For example: i have a text filed with Name : "device ID". After entering a vlaue to this filed i have a link in the request like: http://servername/details?id={deviceID} , where {deviceID} is the value from the custom text field "device ID" Regards
My Open Or Unassigned - Seeing All Support Groups
Hello, We are just starting our technician pilot before hopefully going live for our users in the coming weeks, believe I have run into an issue with the Request filter "My Open Or Unassigned". We have technicians who have permission to view all request tickets in their site(s), but are only members of specific support groups. Using the My Open Or Unassigned filter in the Requests tab seems to be showing Open or Unassigned tickets for all Groups, not just the groups the technician is a part
Technician Remote Control Permissions
I have set my Active Directory account as a technician however it doesn't let me change the permissions so that I can use the remote control tools as I currently can't do it. I want to use my AD account and not create a new one if I can help it. Any suggestions or ideas how to do it? Thanks! Also... In my assets I have a custom field for "Stock Level" however I can not set the graphs in reports to use the value to give me a representation of the stock levels, is there anyway I can do this? Thank
HTTP to HTTPS Redirect Documentation Typo and Missing Styles
How do I setup redirection from HTTP to HTTPS? http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl2 Minor typo: <web-resource-name>Secured Core Context>/web-resource-name> should be: <web-resource-name>Secured Core Context</web-resource-name> Also, "Go to the folder C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\ AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF Edit the web.xml file and search for the content below and add the lines
PO Name Length
Hi, It seems there is length limitation of the PO name when creating a Purchase Order. Are there any solutions to adjust the length of PO name? We are wondering to use a fixed format for the PO Name but it won't allow us to because it exceeds the length limitation. Best Regards, Nicole
Service Catalog/Service Requests removed?
I am new to ManageEngine ServiceDesk, recently installing 9.0 Build 9002 and obtaining a free license. We are evaluating it as a replacement for our current Help Desk ticketing system. I've noticed that the current documentation doesn't match up with the latest build. Specifically the functionality related to creating a Service Catalog isn't present, although Service Categories are there and can be tied to Incident Templates for the end users to quickly create requests. So basically it seems the
What sslprotocols are Supported by ServiceDesk Plus 9.x?
I wish to perhaps disable TLS 1.0 and enable TLS 1.1 and 1.2 as well as SSLv3, but I don't know what sslprotocols are available to ServiceDesk. I see ServiceDesk 9 has JRE 1.6.0_45 so I think its safe to assume tomcat won't be able to use TLS 1.2 until JRE 1.7 in some future version.
Satus change without inserting comments
In change management workflow, we would like to be able to change stage-status without inserting comments (we do lots of status changes in a day, so we consider that time-wasting). Is there a way? Thank you. Federico.
Change DB type
Hello! Is it possible to change the type of database from MySQL to Microsoft SQL Server? Did not find the answer. Maybe in with backup I can do this?
Backup schedule will not change time
The time of the backup schema is allways "now" and cant be changed. This must be a bug in 9.0 Build 9003.
Can not start servicedeskplus
Hello All; I installed 2 new Debian x64 latest release servers which 1 is for SDP (SDPSERVER)and 1 is for MySQL (DBSERVER). Both servers are up to date. I've installed MySQL and don't think it has a problem. I completed installation steps of ManageEngine installation on SDPSERVER and connected it to DBSERVER without any problems. On DBSERVER, I can run the following command and there is no any problem. mysql -u sdpuser -p sdpdb -h 127.0.0.1 When I attempt to run ManageEngine as "sh run.sh" , ManageEngine
Service Catalog Form Designer
Hi, Under Admin->Service Catalog->Form Designer, is there any way that i can make the Resource fields that I added mandatory? We want all the requesters fill in the fields that we require before they submit the request. Best Regards, Nicole
No Support Response
On the 17th March I made a support request 7038564 But so far we have not received any response from support at All!. We have only been customers for 4 weeks and I cannot believe this. For a company selling support software, being unable to respond to a ticket is not a good advert for them (or their products). Frank Smith
New requests do not use correct site name
Hi, I have been trying to configure the self-help portal, but when I log requests the site field gets populated with the incorrect site. If I check the requestor details I can see that the site has come through properly from Active Directory but for some reason every new request always places the incorrect site name. I have tried with several different users and haven't had any success. Can someone advise how to get the site field in new requests to pull the data from the requestor? thanks
Now that ServiceDesk Plus is Free (Unlimited Techs)...
1) Will there be any refund/credit for those who recently paid for subscriptions? There is a big difference between what I recently paid and $30/ tech. 2) I'm guess you went this route to compete against the other free IT Help desk apps, but will you also be taking their business model of selling ads? 3) Will the free version be perpetual? I grabbed a licenses but it says it expires in one year. Or is this more of a "One year Demo" (BTW: I would be happy to apply that 'credit' towards getting
Change Workflows in version 9
In the change management workflow in version 9, is there a way you can configure it so that the change manager is not required to approve at each stage of the work flow to get to the next stage? I can understand for larger companies that all those approvals within the work flow stages might be necessary, however in smaller to midsize companies, it might be too cumbersome for a change manager to have to approve a change in 6-7 different times to complete a change. Thanks. Phil
Purchase Order can't be approved :(
Hi, I can create a purchase order, I can work in it, but even as I am the system administrator, I can't approve it:( Do I miss a field or special mandantory operation? Thanks in advance! Regards Philipp
Office Serial number
how I can find serial number of MS Office? Service desk finds serial numbers of Windows, but in Office is only product code. We use office 2010 and 2013.
Request Catalog - Attachments
Hi, I have created a 'Service Request' within the 'Request Catalog', and i now need to add an attached form which needs to be completed. Is there a way to add an attachment to a service request for the customer to download and complete? Thanks Andrew
Backup schedule
Im running SDP 9.0 Build 9003. When i try to change the backup Schedule time it is Always reset to 9.15. All the other parameters can be changed exept the tim.
Scheduler - "Move requests to unassigned state" doesn't seem to work.
Hello all, We want to create a scenario where if one of our technicians calls in sick for any particular day his/her currently assigned tickets go to an unassigned state using the scheduler. I've tried configuring this however when I select the "Move requests to unassigned state" and click the Save button, it doesn't appear to actually save or work. We're currently on version 8.2.0 build 8211. Any help would be greatly appreciated, thank you
EMAIL issue
HI Support, I am having problem with email alerting.There is no problem with mail server setting, i received a test mail. But cannot configure the email notification. Here is the screen shot. The error message is "java.net.SocketTimeoutException". or Unable to connect to the mail server. Please check if the Mail service is running on the specified port. Many thanks,
Survey Questions - Examples
Hi All, Does anyone have any example questions for my survey? Thanks
Ticket re-open after requester reply notification Re-solved
Hi, Ticket is re-open after requester reply notification Re-solved. In our roles, requester can not closed ticket, and it will be closed by system after 3 days resolved. And our requirement is when ticket status resolved and requester reply notification resolved, it will become conversation. Is possible to configure like on attachment "Closed ticket" ?
Can't scan ESXi 5.5.0 host
Hi! SDP Version: 9.0 Build 9003 Hosts accessible via vSphere client. Accessing its https://ipaddress shows the usual ESXi welcome page. In SDP, I've created VMware credentials. Upon scanning the server via Vmware, the following error shows up when using both credential were used: Connection to SSH Service in the workstation failed. ESXi 5.0.0 scanned normally. Error only ESXi 5.5.0 Please advise, support file available upon request. Thank you in advance.
Change Management
Hi, for some reason we cant remove the changeowner and changemanager from the template that we build (new template). When I remove the rol and save a popup with this message appear: "Already a Change Template in the same name is present. Please provide a different name." Other problema is that we cannot see the new roles to add to this new template. We want to add the new roles to the default template and remove the default roles. Thanks.
Change Management
Hi I have created a new Template in Change Management in 9.0 Build 9000. I called it SDGeneral and deleted the existing one that came with the upgrade. Now I am unable to see my new template or even create new templates, in fact it is missing. I am able to see the SDEmergency template but when I click on this all I see is a blank page. Thankfully this is on a test server and not rolled out live. unfortunately we don't back up the test server. if there a script that you can sent to me or do I need
Domain Scan in Progress - Never Changes
I am having a weird problem. The status of my domain scan is always showing as 'In Progress' this is even after shutting down servicedesk, restarting the server, restarting the sql services on the sql box hosting the database. It has been this way for three days now. How do I go about stopping this since I can start another new scan but it appears even after a couple hours where it should be finished the scan progress does not change to completed.
Missing Technician in SLA Escalation List
I am creating SLAs for Service Categories, however when I choose the technician to escalate the request to I find one of my technicians is not in the list. Can someone assist me on how to resolve this?
SLA based on blank fields
Is there a way to set up an SLA to trigger if a specific field (Priority, Category, Level) goes unpopulated for a specific amount of time? When I try to make the rule, it requires me to select a value for those fields, and I cannot type NULL. Thanks, Dave
ServerContainer Fails Upon Startup
We're currently trying to test out ServiceDesk Plus free edition to possibly move towards this solution in our company. After much troubleshooting to get to this point when running the "run.bat" file PS C:\ManageEngine\ServiceDesk\bin> .\run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS:
SDP 9002 error restore
Good afternoon. Can not recover the data in the SDP 9002 + ms sql. The error is: c:\ManageEngine\ServiceDesk\bin>restoreData.bat >c:\ttt.txt 15 ╨▒╨╡╤А 2014 19:15:01 com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to set the standAlone param as : true 15 ╨▒╨╡╤А 2014 19:15:01 com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to reset rootDir using server.dir 15 ╨▒╨╡╤А 2014 19:15:04 com.adventnet.servicedesk.server.utils.SDDataManager <in
Servicedesk incomming mail
Hi After changes to our Certificate on our Exchange server, the Servicedesk is not able to pull incoming mails from its mail account. What could be the problem? Regards Martin
Add Requesters to Requests
There is an option to Add requesters to requests How do I go about doing this or setting it up
Add new fields in software details
Hi, Is it possible to add new fields in software details in SDP inventory ? I have attached the page the I would need to add fields in it. Thank you, Steve
Customize Login Page
Hi, i have ServiceDesk Plus v8.2.0 I want to customize the login page of the portal There are some threads of older versions, but not for the last Can you help me??? Thanks Andrea
Mimimum Rights for asset scans and import from AD
Hi, I need to ask what is the minimum user rights needed for the credentails that is used for asset scan and AD import and Sync. becaseu some customer does not want to use domain admin rights. also I need to as if the username/password information is stored encrypted in the database or in plain text My best regrads
Additonal fields
under the administration tab i see that its possible to create additional fields in the users section. is it possible to create additional fields under the helpdesk menu as well? I would like to add a field that is called "root cause" which would be a drop down list of various causes defined by our business groups. we are currently on version 8.2.0 build 8212 if this is not possible on our version, but is on version 9 please also let us know so that we can move forward with the upgrade. Thank you
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