How to Install Service Desk + Sql Server 2008R2 Express
I try to install Service Desk 8.2 and Sql Server 2008R2 Express like you manual on your site but have broblem. 1) Install Service Desk 8.2 2) Install Sql Server 2008R2 Express 3) Go to C:\ManageEngine\ServiceDesk\bin and open changeDBServer Server Type - Sql Server Host Name - hostname my server Port 1433 Database - name database UserName - sa Password - password (sa) And check, tables was created servicedesk. telnet hostname my server 1433 -- is working wall. But when i try to start service
Requester cannot view resolution to his own ticket
Requester is getting "Request does not fall under your permitted scope. So you are not authorized to update the same." error when attempting to view the resolution to his ticket. Earlier, this ticket was manually assigned to a group by me (admin) because the template did not have a group set by default. How can I allow the requester to view his ticket again? ManageEngine ServiceDesk Plus 8.0.0 Build 8015
Can Requester Receive notification..
hi When a requester create HDR a notification to all group member technician will receive. can it is possible that in any support group i add any requester so that he can also get the notification regarding that group as technician gets. i don't want that requester to become a technician. Regards MAJ
Email Support group don't work
I am trying to auto assign support group. From Admin Manual. Say for instance, you are managing two support groups - hardware and network with the email IDs hardware@domain.com and network@domain.com respectively. The two mail IDs are linked to a single mail account that is fetched by ServiceDesk Plus. So on configuring the group mail IDs, e-mails sent to hardware@domain.com are automatically assigned to the hardware group and the conversation threads possesses the group mail ID in the address
New work log owner
Is there a possibility to set that new work log owner is chosen automatically according to request assigned technician? Before upgrade to service desk plus version 8.2 Build 8208 we had this option set(at version 8.0). We use one user account to log on service desk but have defined several different technicians for requests assignment. On every new work log owner is same as logged on user but not technician.
service desk plus with MSSQL service couldn't start
hi i installed ME SDP over SQL server full 2008 R2 created SQL authentication account called MEuser "sysadmin" on SQL install ME using settings SQL server - Account the DB i created successfully and created tables on SQL after installation ME service take very long time to start and nothing happen? i tried telnet MEserver 8080 listining well but nothing open in browser so i tried to access to C:\ManageEngine\ServiceDesk-N\ServiceDesk\bin>run.bat i got this screenshot Port 8080 occupied Do you
Automatic request
I have doubts in the process of automating emails. Necessary that all the emails that are sent to an account is opened automatically request. What we need to parameterize it? What are the ways? I've Set up the account, gave okay! Is on running and nothing else. Another point, after this setup, is there any place where I have the vision of the inbox those emails?
Blank Product Type
Hello, We are currently on ServiceDesk Plus version 8.0.0.0 Build 8208. In the product type tab, at the top there is an entry without a product name. I am unable to delete it, it gives the following error message "FAILURE :Product Type is being used by a module. Hence cannot delete it." Also I cannnot edit it, it just hangs at the "loading please wait..." pop up. I have tried to find where the dependancy is, in Products and Vendors but I cannot find where else it shows up. If at all possible,
configure service desk plus with IIS
Hi, Could someone please tell me if it is possible to configure IIS in server 2008 to automatically load service desk plus without having to list port externally? ie, when going to helpdesk.domain.com it would take you to http://servername instead of http://servername:port? I currently have helpdesk.domain.com pointing to server IP and then under default website I have it pointing to http://helpdesk.domain.com:8080 which then loads the service desk. But I want to have it clean so it loads
Available Assets Re-size window issue & missing column view edit 8207
We have an issue moving from 8121 to 8207 as it appears the edit column view option is now missing from the asset add As you can see in (figure 1) build 8121 the option is available 8.1.0 Build 8121 (Figure 1) And as you can see in (figure 2) build 8207 that option is missing. Which is now causing re-sizing issue when opening the assets tab as seen in (figure 3) 8.2.0 Build 8207 (Figure 2) (Figure 3)
Cannot assign technician as a requester
Our ServiceDesk has suddenly stopped allowing calls to be assigned to requesters who are also technicians. This has been working fine for months, but earlier this week the names are not appearing when you type the surname in the requester name field. We are running an older version 8125 (too afraid to upgrade in case we break something!). Is this a known bug fixed in a newer version? Any ideas? Many thanks, Mike
Email Seperator
Hi When using the Reply feature in the Requests, the email generated to the user does not contain the email seperator at the top above category and Description. Is it possible to get this placed in? Also Is it possible to edit the default email reply template?
Import CSV file
I have one file excel that contain Persian font,when I save csv file and import that file every parameters that contain Persian font do not show correctly.
Remote Desktop connection problem
Hi, We are using SD Plus 8.1.0 Build 8124. The computer is defined as asset and remote control is configured. Using the agent it works fine (I can make connection and control the PC) but using WRD or VNC or TeamViewer it doesn't. Screen shows the message "Remote Control connection established on asset name" but no remote screen started from WRD or teamviewer. When I execute the command from my PC ( CMD) I can start VNC or TeamViewer session. I assume that SD only launch the local command
Email (not sending) for tasks assigned to a group (rather than a technician)
Does SD+ send an email to a group from within a task that has been assigned to it? I know that it does/did when the task is initially assigned, but we scheduled a reminder email for a task that occurred yesterday and we requested an email to be sent two hours beforehand. There was no specific technician assigned to the task as it was set up a couple of weeks ago before we knew who would be available at the time. There are three of us in the group, but none of us received the email and of course,
Preventive Maintenance Tasks - Scheduling changes
Is there a way for me to check if a technician has changed scheduling or to understand if it's a bug? We have several PV tasks that have been scheduled for some time, recently some tasks seem to have been changed on a few occasions i.e. schedule removed or changed to a one time event. I am just looking to get to the bottom of this as it causes issues if they are not complete. Thanks Paul
Prevent users from
Service requests in our organization should only be opened by requester through the self-service portal. Additionally, we have a few automated services that email the portal to report issues. The issue here is that some of the requesters are sneaky and started emailing the out incoming email address for SDP and it is opening new requests. I can't block their email address in the spam filter because we allow requesters to reply to conversation that are sent out of the same incoming email address.
Service Catalog and Technitians on leave
I am currently configuring the use of our service catalog templates. During testing it was noticed that service requests are being assigned to technicians who are on leave. How do we prevent this.
Upgrading from 8.0.0.27 to 8.1 error: Data is Improper
Error reads: Migration is not started as Data is Improper. Some of the Products [MS Vista Business SP1] are configured without Product Type, please contact.....bhah blah blah. I've tried changing the Product Type to something else but the error persists. I cannot even delete it because it tells me Workstations reference it even though I can find no such reference.
Creating a requester with domain authentication through servlet API
Hello! I try to create requester through servlet API. I need to use domain authentication for requester. http://hd.ds.local:8080/servlets/RequesterServlet?operation=AddRequester&name=TestUser&loginName=test&pwd=&userDomainName=DS&requestViewPermission=OWN+REQUEST&username=ivutin&password=southpark6&DOMAIN_NAME=DS&logonDomainName=AD_AUTH Requester “TestUser” is created. His login is “test”. But domain is empty (string “userDomainName=DS” is ignored). Can I create requester with domain authentication?
Service Desk Plus Notifications on Browser Come up with html tags
Hi , Service Desk has recently changed notification output for changes after upgrading to 8207 SDP. For Example when sending a notification it appears as follows in a browser: new change with change id 4000 has been created by UserX. Short info on the change is : <br><br>Title : Upgrade SDP<br>Category : <br>Sub-Category : <br> Item : <br>Description : testing.<br><br>Click for details : <a href='http://X.X.X.X:80/ChangeDetails.cc?CHANGEID=4000'>http://X.X.X.X:80/ChangeDetails.cc?CHANGEID=4000</a>
Cannot login demoted admin account
I have on accident demoted the admin account as well as removing my domain. So I can login as admin but the account has no privelages. I cannot login to my domain accounts which are all admins because I removed the proper domain from the list thinking it was a duplicate. I am using MSSQL for the database. Thanks for anyhelp I am lost.
Cannot send notifications
Since this morning not all the notifications are send. Users get a notifications when a ticket is created but not when they are resolved or closed. The notification rules are activated. How can i solve this?
How can my clients create a new solutions?
Hi: I have intalled the free versión of servidesk manage engine. My tecnical can create solutions but my client no, How i can configure for my clients can create a new solutions??
Build 8207 slow
Ever since upgrading to build 8207 from 8202 we have noticed that SDP is very slow to load pages from time to time. The page itself does not matter and all technicians have reported it. We have the same issue with IE9, IE10 and Chrome. I have not had any users report it, but I have not asked them either. As an example, I could close a ticket and click on the Requests tab to bring my list back up and it might open instantly or take 20-30 seconds. The view does not matter...it could need to load
Upgrade error
Attempting to upgrade from 8.1.0 build 8127 to 8200. Receive message in the screen shot below. Reboot of server causes service to continually attempt to restart, and never successfuly starts. Restored to previous backup in production. Cloned server to test install. Same results. Working on roll back instructions. Any assistance is appreciated.
Cant change db (pg to mysql)
Hello, We are having some problems to change the default db (pg) to myqsl. we fallow the process in the ManageEngine documentation: 1. Stop server 2. Backup data 3 changeDB script 4. Restore data. In the 4th step we get this error: Unable to restore database : java.io.IOException: ./mysql//bin/mysqladmin: not found We try: 1. create in bin directory a folder named "mysql" 2. create a link named "bin" to /usr/bin where mysqladmin is. 3 run the restore data script again but the same problem. grateful
Slowness while logging via domain account
I am having a problem accessing servicedesk via domain account. it takes long time to log in. however when I logged in using local account, it goes fast. nothing was changed in active directory and everything was perfect but last week we started encountering this problem. we are running SD+ with build 8109 in virtual server with Win2008 R2 Ent. I am restarting the server twice a day and end users are complaining attached is the support file for your kind review Please help it is urgent Thanks
Field value repetition in IE 10
Technician experienses field value repetition in pull down menues with Internet Explorer 10. E.g. Values in Subcategory are repeated twice: ValueValue. SDP version: 8.2.0 Build 8207 MS SQL: 2008 R2 Express Regards lakend
How to bind request with problem
Hello guys, We get SD+ trial ent 8.0 and we need to bind a request created from catalog template to the problem. And when i try to make it i didnt find this request in "attach" search list.
servicedesk opmanager integration
Dear Support! We have downloaded the ServiceDesk plus (8.2.0 Build 8207) and installed the OPmanager (10100). Both of them running well, I have integrated the servicedesk plus in opmanager. The integration succeeded, when I generate an alarm in opmanager, a ticket has been created in servicedesk. It is ok. But, when I clear the alarm in opmanager, the ticket’s status in servicedesk does not modifiy, it is still open. So our aim is if there is an alarm and a ticket, when the problem has been fixed,
Setting worked hour
Hi, I was testing the Help Desk Plus and I I have not found where to set the price of the technical nor the hour worked on the client. After I finish a call, where I find the calculation of hours worked and cost of the service to send to the client? Thanks.
receiving IT asset items on PO
On my purchase orders, Service Desk is preventing me from receiving items, if those items are an IT Asset. I get the following error message. "Failed to receive 1 items(s) as the Max Number of IT Assets exceeds the license!!!" Why am I getting this error message? On POs where I have a mix of non-IT assets, consumables, and IT assets, SvcDesk lets me receive all items except the IT asset items. On POs that contain only IT asset items, I am not able to receive any items.
New site issue
Hi I have created a new SITE and using it well i am created template , groups and other categories and sub categories. I want to know that when i am creating another site , i need new groups and categroips information. But i dont want to template to use again , i need new site with new template for that site users. but when i created a new site and add user to that site, all 2nd site user are able to see the old site templates , but i dont need that. Please guide and help me Regards MAJ
Request Status Filter Dropdown
I have created several new request status types and how do you get them to show in the filter drop down, there all type open.
Impossible to retrieve API Key from SDP 8.2 - Free edition
Hi all, I installed SDP 8.2 and it works perfectly. I want to improve my knowledge and i'm interested to use the REST API for automating tickets management. I need a technician key but when i try to associate a connection to a technician user a message is raised, indicating that it's not possible. I figure it's because the free edition is limited to one technician. When i check the administrator account, this account is configured to be associated with a connection but i'm not able to regenerate
I was unable to install the ServiceDesk Plus appropriately
I have installed it on Win7 and WinXP. Run the application C: \ ManageEngine \ ServiceDesk \ bin> run.bat and all services up correctly on both OS When I try to open the application in IE http://localhost:8080 not show any information. Run the application of C: \ ManageEngine \ ServiceDesk \ bin> changedbserver.bat and can connect successfully to the database in SQL Express 2008 R2. To others when trying to enter from the desktop icon the program is loaded into "Server Application layer .........................................................."
Asset - Additional Fields not showing
How do I get my newly created Asset - Additional Fields to appear when adding a new Product? Also, how can I make the required?
Dashboard chart is blank
Since upgrading to 8.205, the upper left-most chart on our dashboard contains no data. I believe this chart displays trends by Technician, Category, Level, Priority or Mode. Is there a query I can run to reset this? Thanks
ServiceDesk Install - Failed To Start Server
I'm attempting to evaluate the product, but I can't get it to start following installation. I've looked through the forums and ran run.bat. Here is the output: C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
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