import of assets
Version 8.1 build 8125 Would like a way to import from a spreadsheet or csv some of our assets such as switches etc that we already have elsewhere. Can someone provide instructions on how to upload/import assets? We tried scanning switches but they came up as workstations (we have cisco switches) how do you change them from type workstation to switch? We could not get it to change. need help asap please
Secure Password Authentication (SPA)
Hi, Does anyone know how to enable Secure Password Authentication (SPA) on Service Desk Plus? Our version is 8126 and we are having delays with outgoing emails and after looking at the log files from WireShark we have discovered that the delays problem are due to SPA not enabled. But I am not sure where I can change this?
Unable to close ticket created through Service Catalogue
I have just finished populating the Service Catalog, i have gone through the testing period to see whether it all works as it should and unfortunately it does not. I have a 'pick list' which i have created in the 'Additional Fields' section of the Service Catalog so it is available to all of the template forms i create (see below). When attempting to close the ticket it shows the below although the field CIA Incident Type is filled in. Does anyone have any idea as to what i can do to sort this please?
Notifications not being sent to technician group when a new request is added
I have a business rule set up to move all new requests to a default technician group. The technician group is then configured to receive email notifications when a new request is added. The business rule works and puts the ticket in the right technician group, but an email notification is not sent to technicians in that group. If I go in and manually edit the request after creation, changing the group and then changing it back, the notification goes out as expected. I am not certain when this behavior
Fail change template
I open the the request and click the Close button. I show a window that does not fill the field and opens the editing mode. In this window, I try to change the template request that the field would be filled in automatically, but it reloads the page and I see the window for creating a new request. If I open the request and click edit and change my template, all ok.
How i can add approval stages.
HelloO ME Team, I want to know from where i can enable multiple stages for approval to new request, As i know when i am selecting "Submit for Approval" it is showing stage one approval status but not showing "ADD STAGES" button ? i am using Version 8.1.0 Build 8100
Annoying username and password box keeps popping up
we are getting username and password popup before the real login , after clicking cancel we can log . I tried all what is mentioned here but no success . https://forums.manageengine.com/#Topic/49000005748736 any help ?
manageengine servicedesk plus
ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0 unistall ERROR Can you help me?
Group becomes not assigned after filling requester's name
We use request templates which associated with groups of a technicians If the requester creates a request personally then the group assigns correctly but If the technician creates a request on behalf of the requestor the group field becomes non-assigned after filling the requester's name box. This behavior are same with service request templates and incident templates What can we do if the business rules is not works with the service requests SDP 8114 mysql
How do we revert to the old view?
Hi, We were about 3 service packs behind and finally pulled the plug on the updates and immediately regret it. Everything went from clean and easy to read to GIANT and FAT and pure white with a "fancy" blue menu at the top. The solutions centre is also a frustration. The clickable area is no longer underlined and is the same font/style/size as the non clickable areas. When you mouse over a solution, the font size on the title actually shrinks, yet the main body text remains the same (does this
SDP 8.0 beta - Deleted all product type list - Assets / Resources still shows default IT Assets - Error 404
I am using the SDP 8.0 beta and under Asset Management - Product Type, I selected all fromt he Product Type List and clicked on Delete. When I go then to the Assets Tab and look under Resources, it still shows the default IT Assets (printers, servers, workstations, Switches, etc) but when I click on them, it displays error 404. I have tried to add the product types back, and that did not help. I also have added some additional ones and they are not showing up. I have then imported all of my assets
Backup Tech and Business Rules
We have a business rule that assigns requests from a certain campus to a certain tech, but when that tech is out sick, we send someone to fill in and set the backup tech option in SDP. The problem is that the request follows the rule and assigns the ticket to the original tech for the campus and never gets routed to the backup tech. How do we get this to work without having to disable the original rule?
No mailserver configured
Hi We are looking at the purchasing module at the moment, and it looks great. But the thing is that we do not have a mailserver in the network running servicedesk plus. So I am wondering if it is possible to use this module without email configuration? For example when you make a new order and want to send it to a colleague for approvement. Is it possible to make a "ticket" for the person who is approving the order instead of sending email? Regards Anne
SEVERE: Stop DBServer operation is not supported in Jdbc20DBAdapter
Hello! I was using the trial version of service desk plus professional with the PostgreSQL backend installed on a windows 7 machine. After our trial expired we decided to go with the free edition. We have installed the free version on a windows 2008R2 server and have gone with a MSSQL backend. I have attempted to follow the documentation for restoring the data to the new server but we are getting lots of errors and the process is failing. the error messages are as follows any ideas would
ManageEngine ServiceDesk Service stops after few seconds
Dear Friends, Please find below contents in wrapper.log file when I am trying to the ManageEngine ServiceDesk Plus service. I am facing this problem after I have changed my windows domain administrator password. STATUS | wrapper | 2013/03/17 09:11:24 | --> Wrapper Started as Service STATUS | wrapper | 2013/03/17 09:11:24 | Launching a JVM... INFO | jvm 1 | 2013/03/17 09:11:27 | This copy is licensed to AdventNet INFO | jvm 1 | 2013/03/17 09:11:27 | INFO | jvm 1 | 2013/03/17 09:11:52
Case Aging Reports
I am trying to write two new query reports used for case aging. We need to divide the cases into the following buckets: less than 7 days, 7 to 30 days, 30 to 60 days, 60 to 90 days, and greater than 90 days. I am trying to write one report for closed cases in the last month and all open cases. The sql below is for open cases and it works fine outside of Service Desk. When I try to add it to service desk, it will not run. Anyone have a suggestion? select ag.Location, sum( OneWeek ) as "<
Postgre database
Hi! Is there a way to access Service Desk database and import in it data from Excel file?
SD+ SMTP problem
Hello, I am having problem with configuring outgoing SMTP on SD+ trial. I configure all parameters to point to my Exchange server but when I try to send some notification I get Notification failed and following error in log file: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target| I already have tried to import some certificate
Workflow is slow
Every 30 min servicedesk creates a new request with text: Workflow is slow Date(19 Mar 2013 16:30:01:350). Difference (seconds): 8265 Time of latest log record: 19 Mar 2013 16:10:45:000 Time of second-to-last log record: 19 Mar 2013 13:53:00:053 What does that mean?
Iphone app speech
Hello, After upgrading the iPhone APP the speech icon (microphone) does not show anymore. Any help? thank you, David
Problem when triyng to forward a solution
Hello to all, we have experienced an issue in SDP with Solutions. When we try to send a forward to a user or a technician, SDP shows this message: Could we apply any fix for this issue? Thanks in advance
Remote Control With VNC
I have noticed that when setting up the "Remote Control Tool - VNC" that you can specify the device by $DEVICENAME. I was wondering if there is a way for it to use the device "IP Address" instead? We can not connect to some of our thin clients via host name, and would like to use the IP instead.
pop and smtp over ssl - gmail
I am also trying to use Servicedesk with SSL for both POP and SMTP. Gmail only supports connectivity via SSL. I am running Servicedesk SDP Version : 7.0.0 Build 7010. How can i turn on SSL for the ServiceDesk Email Fetch Settings?
Service Desk 1 hour behind - Daylight Savings
Hi There, This time last year we had to apply a JRE time zone update for daylight savings, now it looks like we are again seeing the daylight savings time go out by 1 hour. This is the same issue as : http://forums.manageengine.com/topic/daylight-savings-time-has-not-changed#topic/49000004898041 We've tested out the latest Timezone update from http://www.oracle.com/technetwork/java/javase/downloads/index.html using the steps outlined in the previous problem above, but it looks like all validation tests
Upgrade of Software version, how to manage license
Hi, please give me your comments or how to... on this problem We have 5 licenses of Snag It 10, we bought 5 Maintenance plan and the company sent us the version 11. I can create 5 licenses of Snag It 11 but what I do with the 5 licenses of Snag It 10. These 5 licenses of Snag It 10 should not be used anymore. Thanks for your help
Asset disappear (PC)
Hi, I have problem with the PC scanning, some PC under Windows XP has the agent installed (with the option to push the data at each reboot) and it's not working. When I deploy (on PC A) the agent using the SD+ (Tab Asset / Agent Settings / Methods of Agent deployment / tab AE Application / Individual machine) the agent install scan but it's not assigned to the right user (no prob I can change it). If I do the same process on the PC B the PC A disappear. Please help with this ?%&*()& scan function.
SD Running Slow
Microsoft SQL 2005 Windows server 2003 SP2 4GB Ram 8.1.0 Build 8124 It is slow when adding notes/resolutions/closing tickets from requestors who are not also techs. If you just click ahead on to something else it will contiune fine, its almost like the refresh after clicking the "submit" button is slow. I have included the thread dump.
Needed account for ServiceDesk network bakup !!
we use ServiceDesk in our domain ,we are scheduling backup over the network to a UNC path what domain account do I need to give permissions to.it says here http://www.manageengine.com/products/service-desk/faq-general-modules.html#BackupRestore4 NOTE: Please provide full access rights to the folder where you want to copy the backup. gave full Share and NTFS permission to : 1-service account running the ManageEngine ServiceDesk Plus full control .didn't work 2-the computer account of the server
Problem on requester's Replies
Hi! I have a problem with the replies from the requesters. I've changed the template the replies as seen in the next image. When the requester hit the reply button underneath the description of the request everything works fine. But when requesters pressed the answer button that is in the conversations is automatically added to the response template the text of conversation. This behavior does not happen with the technicians and that regardless of the answer button is pressed always the template
restoreData.bat
hi I wont halp ManageEngine ServiceDeskPlus Version : 8.1.0 Build 8112. When I do restoreDaba.bat this backup >> backup_mysql_8112_fullbackup_03_11_2012_18_58.data Everything is well. And when the year is 2013 here is the problem >>> backup_mysql_8112_fullbackup_03_11_2013_18_58.data Does not restors and srvices dies Can you help me ...
Critical error on manual and scheduled backups SQL 2012 SDP 8027
Hi Service Desk I discovered that I have the a problem with the backups, please see error message below when performing backups. I am using SDP 8027 and SQL Server 2012. This happens either with the scheduled backup and the manual backups Also, I cannot upgrade to 8.1 because of this error, is there any way to skip the automatic backup when upgrading? It was possible before in v 8013 What could be the problem? Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your
approval status does not update in change management
Hello In request management the approval status does update very well In change management, the approval status does not update Is this a bug? Please help. Marc
Remote Control Agent by IP Address
When I try to use remote control from the agent it looks like it is trying to connect by the computer domain. Is there anyway to automatically change this to the IP address? If I change the computers name in service desk to the IP addres then I can connect.
arabic language problem
hello I've a problem in notification emails, i changed the template to Arabic language,now the sentence will have both English and Arabic words, i set it in the notification template RTL but when it sends it to technicians it goes LTR which scramble the order of the words
SDP - Report schedules can only be seen by technician who created the schedule
Hi, I've noticed that in SDP when a report scheduled by one of the technicians, the schedules can not be seen by other technician (Scheduleing Home screen is blank) Thank you, Miron
Information stripped out of email
Hello, I have recently had several examples of where a customer has emailed in with pasted information from another website or a word document. The email arrives ok into Gmail but when SD+ picks the call up, some of the information has been stripped out of the call. I assume that this is something to do with the formatting however I cannot ask external members to submit their queries making sure they have used "paste special" and removed the formatting. Are there any known problems regarding this
Options link not showing on login page
Hi, We have an intermittent problem whereby the 'Options' link (the one that allows you to switch between Domains or to use Local Authentication) on the login screen disappears. Sometimes it is there and can be used correctly. Other times it just disappears. We are using a mixture of browsers, but mainly IE 8 and Firefox 5.0. I've tried restarting the services on the server, but this does not help. Sometimes what seems to work is to clear all cached data from the browser (history, cookies etc.),
Servlet API and additional fields
Hello! I use service desk plus (8.1.0 Build 8114). I update requester information through Servlet API. I change only one field (for example, phone). I don’t use other fields. After editing, phone is changed. Values of other standard fields are not changed. It’s very convenient. But values of additional fields are changed to empty values… Can you change this in new versions? Thanks in advance
how to move archived requests from archived requests list to active list?
I got a problem some opened requests were moved from active list to archived list, how can I move backwards?
Remote Control by Agent with IP Address
Is it possible for the Remote control by agent to try to connect by the computr IP address instead of the comptuer name? When I change the name in service desk to the IP address I am able to connect.
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