Configure DB
could i configure MSDB in trial version??? or it's onley for registered versions???
Can't select remote desktop tool from dropdownlist
Hi, I've a problem with select a remote tool from dropdownlist. It can't select the second item in the dropdownlist. It always disappear when I tried to drag mouse cursor to it. I'm not sue is it a bug? Please could you help. Thanks, Sakarin
Assign Group and Technician dialogue not closing.
ServiceDesk Plus version 8.1.0 Build 8123 When selecting ASSIGN -> ASSIGN a popup is displayed "Assign this request to a group/technician" After selecting the technician and then clicking ASSIGN the popup doesn't close, it stays on the screen. Is this a bug?
NTLM failed redirecting to Login Page
Hello to all, we have experienced the "NTLM failed redirecting to login page" problem in one of our technicians after he added a field in "Search Requester" view. After some tests, we think that is a problem of technician profile. In SSO log you can see this message (we have removed the names of technicians): Could you tell us if there is any solution? Thanks in advance
How to reconcile users/requester accounts created via email-based requests and Active Directory import
I'm currently using ServiceDesk Plus version 8.1.0, build 8116. We recently implemented this ticketing system and began capturing all inbound email requests which then automatically opens a service ticket and creates a new user account as necessary. The user accounts created this way appear to be based on the sender's email address. The new user account is created without a domain attribute value and the Login Name is their email address. Otherwise, I have a scheduled import of requesters from
mail server settings
Hi, I am setting up the fee of the Standard Edition for helpdesk SLA , and am having problems with the Mail Server settings. Please find the log [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: MailFetchingTask instantiated. | [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: Thread name is : WorkerThread-ServiceDeskCommon_Thread -2| [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|:
Reply from request generates new request
Hi, When I reply to a request it generates a new request, but only when the request is assigned. I have read simular problems in the forum but I cant find a answer. And I have the " Request ID : [##45842##] " in the subject row. Can you please help me with this problem. Kind Regards Robert
System Logs
Hi all, I noticed when upgrading to the latest version of service desk plus that it took quite some time to backup the system logs in the database, when I went into the logs I saw there are some 300,000 entries. Unfortunately the "Delete All" button times out and doesn’t delete any and the maximum I can manually delete through the webpage is 1500. I was wondering if there is a script or anything I can do to purge the logs on the server? Also I should point out that we have no idea what the
Error while adding the VMHost.
While I was adding the 2 VMwares to the SDP, I got the error. (192.168.4.33 and 192.168.4.34) Manual test by ping, 443 https port telnet worked on CMD. (also these VMHost servers are added on OpManager without any problem) Thank you in advance.
Updating to 8122?
According to the about screen, the latest SDP version is 8122 however on the website it will only let us upgrade to 8121. Is there a different route to upgrade to 8122? Thanks.
Trouble with Spam Filter settings and E-Mail command function
I am trying to set up the e-mail command feature of SDP and having issue with the spam filter not allowing accepting the email command message. Our current Spam Filter in SDP is Match ANY of the folowing (OR) [Rule 1] Subject contains "out of office" or "Undlieverable" [Rule 2] or subject does not contain "[Request ID: ##" The reason we set this up the rule for Out of office and undeliverable was people who had out of office on or were no longer with the company were sending back auto replies or
Mail Sending Problem
Our SMTP server is changed and we have configured the servicedesk SMTP with new settings. But while try to send mail getting the below message- "sending notification failed" Below is log- [11:43:15:959]|[01-31-2013]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[37]|: Error code : 18013| [11:43:15:959]|[01-31-2013]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[37]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED" ERRORMESSAGE="Mail
Meaning of Time Elapsed?
Can anyone please help me to get the Meaning of Time Elapsed? Some of my tickets are showing Time elapsed = 0 Hours --------------------- Rajesh Singh
Not able to open/view attached documents when sent PO approvals
When sent an approval for a Purchase order the user is not able to open any attached documents via the approval email sent or on their web portal home page. Version 8.1.0 Build 8106
8.0.0.27 to 8.1 update error: Data is Improper
I'm trying to run the update from 8.0.0.27 to 8.1 but am getting the error : Migration is not started as Data is improper. Some of the ProductType names are empty sring. Please contact the Service Desk Support team. I saw another post similar to this and ran the queries for component type and definition and have attached the outputs.
Dashboard "This Month" report listing Monday in previous week
I've seen this reported in the forums previously and the only suggestion was to check/change the "Start of the week" day in the Self-Service Portal settings. I've chosen both Sunday and Monday and it doesn't fix the issue. The Dashboard "This Week" and "Last Week" reports both work fine however, it's just the "This Month" report that for some reason includes Monday's tickets in last week's column. Any suggestions?
Service Catalog issue
Hi, my company is currently testing out this product and I am trying to create a few "Port Request" templates in the Service Catalog. The problem I am running into is that admins can see the second template, "Port Request as a Standard Ticket" but the regular users I created cannot. They only see the first one. The template is enabled. Is there some other place that needs this enabled so regular users can see it?
Survey email subject and welcome message
Hello, we activated the survey since few days and realized that the "welcome message" text is used not only in the survey page but also on the email subject sent to our customer: Is there something we can do to have different message on email subject and survey welcome message ? Note: we're using SD + 8.1.0 Build 8121
Technician cost calculation
Hi, I've come across a slight flaw when I began to add time to cases, and although it's hardly a major flaw it still bothered me a bit as I had to do a bit of extra work. The problem is that when I enter time on a case and press enter without clicking anywhere else before it, it fails to calculate the cost and merely shows the cost as "0.00" while the added time is correct in all other aspects. So sometimes when a technician is rushing a bit it's not certain that the cost gets calculated properly,
Failed to communicate agent
Hi, With the ManageEngine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the ManageEngine service on the PC is running and listening on port 9000. I can also telnet to this port on the affected PC. Agent software is up-to-date also. Anyone know how to solve this issue ? Regards
Service Desk Plus backup question
I would like to confirm in terms of backups if we can disable the backup jobs that are scheduled in ME and simply run SQL DB backups from our SQL servers where the ME DB’s are stored. Or if not, do we just backup the backup folder on the ME server and do not need to backup the SQL Servers DB?
Remote Asset Explorer Servers Unable to start
Hello, Please three of our remote asset explorer severs are not coming up after launching the application it get stacked at the application layer with ".................." following. Kindly assist in resolving this issue. Regards
HOLD STATUS
concerning the hold status..can i create a field and make it mandatory to full in information when ever the status changes to hold?? i dont want the technician changing status to hold and stop the clock all the time..i need them to state a reason for puttin it on hold..must be mandatory
Email replies to Notification email
Hi, at the moment if the technician assigned to a call is SD+ replies to notification alert from SD+ about a call assigned to them, SD+ will log it as an email from a requester in the conversation however the reqeuster is never notifed. Is it possible for SD+ to detect the email is sent from the technician assigned to the call and forward it to the requester as if the technician had used the reply feature in SD+?
Asset won't get imported into Service Desk
I have installed the .msi for the asset explorer agent on a laptop in our environment. For some reason, the asset does not want to get imported in the list of other workstation assets. In the past we have been installing it from group policy which has been working on machines up until this certain device. I see the application installed on the workstation but I don't see it in the list of devices under the asset tab. Not sure why.
ServiceDesk Plus Notification Rule/Message Template linking incorrectly
Hi, Recent purchase of ManageEngine SDP Professional for our IT Help Desk here at work, and I've been setting up all the notification templates in the admin side of things. In trying to click 'Customize Template' associated with template "Alert group members by e-mail when a new request is added to the group", it instead takes me to the page with the default template for the one below it, "Alert group members by e-mail when a request is left unpicked in a group". The URL still reports the correct
Warranty Expiration information is not being transferred from Desktop Central to ServiceDesk
Warranty Expiration information is not being transferred from Desktop Central to ServiceDesk.
Required fields before assigning request
Is it possible to have required fields filled out prior to the ticket being assigned to someone? Our requests come into our service desk from an email where the are triaged by our help desk staff. What I would like is for the help desk staff to groom each ticket and fill out certian fields before the ticket is forwarded/escalated to another support member.
Question regarding the Requests page in Service Desk Plus
All, Seeing if someone could help us out on this one. We are using service desk for our main IT ticketing system. When a user emails the helpdesk, the ticket gets generated in service desk under the Requests page. You can only view the tickets that are unassigned when you select All Requests, Unassigned Requests etc.. We've used Numara Trackit in the past and with that we had emails being sent by users going to a triage queue, which only certain Technicians were able to view/classify tickets.
Enabling Active Directory Authentications in service desk
hello ! i am new to this forum. I installed ManageEngine 8.1 in test environment. I am able to import requesters from Active directory but when i enable self-service web portal to requesters and try to login with requester AD user and password, it not logging and returns the message username or password not correct and login screen pops again. What i am missing in the configuration ? thank you
Requester replies to email
If a technician sends an email from the request via the 'conversation', the requester receives it. The requester replies to the email - should the email update the conversation? Currently this is not happening Thank you
Contract ID
Dear any one can explain to me why the contract number is starting from one then the second number 301 ,302,303 etc
License Key is not copied to all Software License Asset
Hi, when I mark a software Received in the Purchase tab, if my software has a license key, the license key number is only on the first Software License, the License Key box is empty to all other software license. Thanks Frikdel
Update request using email command?
Hi, I did try to update ticket by using email command but it didn't work. I used @@ in the email subject then type @@Category=General@@, @@RequestID=xxx@@ something like this. Everytime i did it always create new request with new request id. It' working well with create new ticket with using email command but not for update. So please could you help or advice the way to update ticket with email command. Thank you. Sakarin N.
Workstation Change notification to technician
is this feature available in manage engine so that when a user tries to install something in his workstations manage engine should notify help desk technicians ? if so ; how should i configure it ?
scanning 64 suported software
Hi, The issue that we have is that when we scan 64 bits PCs, some software is not detected by Service Desk Plus as the software installed. I am ussing Service Desk Plus 8.0 buld 27. Wait for your answer. Ariel Gutierrez
Language folder
Hi, I installed the SDP, made some language changes on the config system. I made backup of the server and migrate the data to another server, but the language changes didnt come with the rest of the data. Can I backup/migrate the language changes on the SDP? How? Thanks.
Closing Requests with multiple tasks
Hi I setup an incident template which has 12 tasks to complete before the incident can be closed. I also setup a status called "Skipped" which is a "complete" status, the same as "closed". Although I have it set that associated tasks must be completed before the incident can be closed, I would like some of the task statuses to be set as "skipped" as there is occasionally nothing required for those steps. However manageengine doesnt seem to allow this?, the only status that allows closure of the
Removing Attachments from Contract record
I'm updating a contract with a new pdf of the actual contract. There is a pdf of the old contract in the Attachments list. When I click that filename to download it, I get an error "The file was not found." I want to delete that file name from the Attachment list. I Edit the contract, click the red X next to the file name and it disappears. However, when I Save the contract, the filename reappears again. It's as if the filename can't be deleted because the file it points do doesn't exist in
Archiving Data in Manage Service desk plus Ver 7.60 not working
I have scheduled an archiving for closed requests, But its not working. I have tried on different dates, But its not giving any response. Moreover, the backup scheduled have stopped working 6 months ago also. Is there any problem with my database
Next Page
