Unable to select technician after selecting group
We are having an issue where with some tickets, not all, we are unable to select the Technician once the Group has been selected: As showen in figure 1. Figure1. When no group is selected, all available technicians are available for selection (see figure 2) Figure 2. Or when the Tier 2 Group is selected the available technicians are displayed (see Figure 3) Figure3. The group properties are shown in (figure 4) Figure 4. Support Groups are set to Copy Default Settings for
Unable to apply Hotfix 8116
I cannot apply 8116 to 8114. It keeps failing and I have to restore from backup after re-installing. The updatelog is zipped and attached Please advise
Sub-Catagory Name repeated
Hope someone can help with this it's driving me up a wall. When I open a ticket, choose a category for instance "Hardware", then I go to choose a sub-category like "Server Hardware" it appears like this "Server HardwareServer Hardware" and all my sub categories look like this regardless of what category I choose. Can anyone help? Thanks, Jeremy
SeviceDesk Plus
I am trying to evaluate service deskplus 8.1. I used the agent to scan assets but my problem is it overwrite assets after it detect more than five. Is this a normal behavior? thanks aries
Purchase Order "sent items"
Hi. I sent an 'email to vendor' from the Purchase Order page, but received a non-delivery message to my mailbox to state delivery failed. How can i resend or have I lost all the email ?
JavaScript in Email-generated Tickets
Is there a weakness in ServiceDesk Plus’s handling of Javascript in e-mail-generated tickets? You can sneak script into the subject line of e-mails sent to ServiceDesk Plus. The script will not be shown to the user and it will be executed when the ticket is displayed. The script can be seen in the request list if the sender doesn’t put enough filler before the start of the script. Has anyone expereinced this? What's the resolution? There is a fear a team member of mine has that this could
Dodgy page layout after 8.1 upgrade
For the most part, the uprage seems to have gone through ok, however the layout of the ServiceDesk pages is not as it should be. There are missing graphics and certain areas are missing design aspects, as you can see in the attached screenshot
Problem with: Software > License Agreements > Add New License Agreement
I'm adding idividual license keys for an application we just purchased and the required field "Agreement Number" displays an error each time I try to save the form. When trying to add a new license agreement I receive the following error regardless of what text is in the Agreement Number field.
How to set auto generated email notification?
Dear Support team, I am new to Manageengine Servicedesk, I want to know how to enable following options. 1. When an incident is added by the requester, an email is sent to that particular group of people in which that request is submitted. 2. When the incident is updated by the technician, an email is sent to the requester telling him about the updation. 3. When an incident is resolved by the technician, an email is sent to requester telling him that your request is resolved. what else I can enable
Server is running but page is not visible (linux - Debian (sqeeze)).
Hello everyone, I tried to solve it by myself but i can't manage with it. As I said in topic server is running: Server is starting. This may take a couple of minutes ... Free edition... ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] ServerContainer [STARTED] AdventNetCC [STARTED] SQLOne Search
You are not authorized to view this page...
We are running SDP 8.1 and have just bought the 'Changes' module. When we try to access the 'Impact' option under 'Admin' -> 'Helpdesk' we get "You are not authorized to view this page..." We have tried to create a new technician and give him the role 'SDadmin' as the only role, but are still met with "You are not authorized to view this page...". Does anyone have a workaround/solution?
Problem to detect all computers. 1 detected = 1 disappears. Only 65 items no more.
Hello, I have a problem to detect all computers. When I detect 1 and another disappears. I can have only 65 items no more. I use the version 8016 and all computers have the last agent 1.12. Can you help me ? Thank you in advance.
there's no user in asset service desk plus
hi, i use script set agent in active directory GPO,,some how,,i cant find the user in my asset..why this could be happen?? thanks and regards
Error in importing assets
Hi SD Tech Team I am having issue with importing assets from CSV file. the file has 700 records and when I imported them 90 records were not imported. I opened the error file and found this statement "More than one user available with the same name" So please add this asset manually. can you help me please Appreciating your usual support Thanks,
Technician Last Name Change
Hello, One of our Techs changed her last name so i removed her from the tech list and re-imported the requesters from AD. I then added her back to the tech group and it all went well. This tech was the approver for most of the POs in our system so now no one can view any of the existing POs. All we get is a blank screen. Can anyone please help? Thanks in advance for your help.
Agent scan mode issue
Hello Support, It seems something is wrong on the server side in SD 8114. What I mean. Agent is deployed on several computers. As I can see, "ManageEngine AssetExplorer Agent" service is up and running on these workstations. Registry settings are correct in the HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ZOHO Corp\ManageEngine AssetExplorer\Agent. aeagent.log: [11/06/12][13:50:46][AEAgent.cpp][60][INFO][2148] ::**************** AEAgent (1.0.12)Started. **************** [11/06/12][13:50:46][AEAgent.cpp][64][INFO][2148]
NTLM Failed Redirecting To Login Page..
Hello When I use firefox 12.0 on SD+ 8.1.0 Build 8104 I keep getting the error NTLM Failed Redirecting To Login Page.. Can you advise on what to do to fix it?
SDP 8.1.0 Build 8101 VM Host Scanning
I have installed the latest version of servicedesk Plus in a test environment in preparation of the migration of our live version. The main feature that would benefit us is the VM host/guest scanning as we want to easily see which of our servers are VM guests and which servers they are hosted on. Although this feature is apparently available in the latest build i cannot see where this information is show. I have successfully scanned a VM host on our network and a VM guest server but neither display
Need from_thismonthlastyear & to_thismonthlastyear for date filter criteria
Hello, I am trying to find the correct filter criteria to filter (by date) completed requests in a ServiceDesk report. Thanks,
Disabled reports created by query in SDP 8110
Hi people. We have updated our SDP distribution from version 7611 to 8110 (OS linux, embedded mysql server). After this update we noticed that users without SDAdmin role are unable to run lots of reports. After digging this situation i found the reason of that issue. Such reports have value of 2 in REPORTTYPE_ID field of CustomReport_Details table Your ReportHome view shows links to this kind of reports like that: <A class=publicReport onmouseout=parent.closeDialog() onclick="parent.closeDialog();javascript:runReport('module=run_query_editor_query&report_id=30006',30006)"
CSV import fails for IT/Non IT Assets for all technicians
Hi, I gave to some Technicians the "Site Admin" role, but when they try to import IT assets from a csv an error occurs: Error : java.lang.Exception: You are not Administrator, creating new user permission is not there for this role I found a workaround, adding a column in the csv file with a "fake" user. I created it within the same Site and Department of the Technician. But this is a little complicated to manage when I have to import a lot of assets. Is there a better solution or workaround? I
DROID apps store
We were able to download the APP and install it on our DROID phones. The Admin profile can sign on without a problem but everyone else can not sign on. we all receive an username or password in incorrect We are not AD based We are using the current version 8116 Anyone else have this issue?
reply from requester
Hi, We are testing the new version of SDP, but have a problem with the replies of the requesters. When the requester replies an mail that's send from SDP, this reply won't fetched into SDP? is their something i won't see? Thank you in advanced. kind regards, Daniël
Select Technician list is blank
Hi, we have version 8101 of Servicedesk plus with 250 techinicians. We recently changed someone's name on servicedesk via AD import and they can no longer assign to technician in the requesters page as it is blank. The person's name was changed around 2 weeks ago, they ave only just noticed this isn't working, not sure if it's coincidence! We've tried importing from AD again but this didn't fix it. I've checked the users settings against someone else on the dept and they are identical. Any help
Error when editing a Support Group
When I go and edit a Support within the Admin Section, I am getting the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Customization of default values in Requester...
Hello, We are very interested in using this product with my business and have currently installed a trial version to see if it suits our needs. What I would like to do is create a group of requesters (my clientelle) that are not people, rather job sites - so that I can affiliate different types of jobs with specific sites. I would like to know if there is any way to customize the default fields under the requester tab within the admin menu and whether under my Requester - Users admin list I
Issue with email requests
Good morning, We recently have implemented the ability for our end users to submit servicedesk requests via email. Unfortunately, every time someone sends an email in it somehow crashes certain functions of the system. ServiceDesk is still operational, but we stop receiving ticket requests and email notifications of any sort. Once we reboot the server all of the requests that were submitted since the email request flood into the system. Have other ServiceDesk users encountered this issue? Thank you,
Prevent disabled users from being imported as requesters
Can the AD import of requesters be prevented from importing disabled users?
Multiple instances of Manage Engine software on one instance of MySQL?
Can multiple instances of Manage Engine Products run on one server ? Example scenario: OpManager Servicedesk Netflow Running on one MS 2008R2 server on one instance of MySQL. What is the recommended practice?
How do you get data for a technician or supportgroup with the REST API
I have managed to get all the technicians with: http://localhost:8080/sdpapi/technician?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E and all the support groups with http://localhost:8080/sdpapi/admin/supportgroup/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E It should be somthing like this http://localhost:8080/sdpapi/technician/10/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E
Categories/Sub Categories
Is there a way to make the settings so that the user can only view category, but change and view sub category? It seems that I change the settings to this and save and then when I go back both category and sub category are set so that the user can change and view both.
Recover information for tickets
Greetings. We have 2 customers, who have a problem on his servers and needs to do a reinstallation of his environments, but they noticed that some tickets are missed, but the 2 of then have the information in a xls file. It is possible to "inyect" those info into the database? Any help would be appreciated.
Username & Password for Mail Server setting
Hi What Username and Password should I set for Mail Server Settings in Service Desk ?
Default Search not working
The search on the left side of the screen does not work with I leave Default Search as the sub module. It works fine if I change the sub module but I need to be able to search the details of tickets.
Worklog to parent ticket
hi guys, Currently we starting to test adding worklog to a ticket with the associated cost per hour. The specialist with whom we are testing only gets request from other specialist. So all his requests are linked to a parent request. The problem we have is that even though when he adds the worklog to his request and checks the box " add to linked request " it is not being added to the parent request hence all cost is translated to the other specialist and not the customer any help will be appreciated
More dynamic view of comment field in tasks - all modules (change, problem, requests)
Hi. Is there any possibillities to get the comment field in tasks related to all modules (change, problem, requests) to show more than 3 static lines of text, regarding to height of the box (the width does dynamically expand)...? To scroll through a text in lets say 25 lines maybe, line by line is not very ideal to say the least... Se the attached pictures, have inlined the problem area in red.. Yes, i know i can scroll... But static boxes to show this kind of information is not working very
Servicedesk Invalid path /loginpage
When I try change the Port number for your Servicedesk website from 8080 to 80 the loginpage shows up and I'm able to enter the admin/admin login. But after that i get the error "HTTP Status 400 - Invalid path /LoginPage was requested" and thats it...If I then change back the Port number to 8080 it works fine... What could be the problem?
email attachments
I am trialling Service Desk plus but have hit a snag. My users want to be able to submit tickets via email and are accustomed to adding attachments (images / documents) but when the emails are imported into Servicedesk plus the attachments are lost. Is this by design, a bug, or am I missing something? Thanks, Ian
Reply to Requester From Email
Where does the "From Email" pull from in SD+ when a technician is using the "Reply to Requester" templates? I'd like to edit this, but cannot locate where this email originates from. Your assistance is appreciated! Stacy
HelpDesk Problem with translation
Hi, Im using HelpDesk and I have a problem with the Swedish translation of the software. The "new request" button does not translate from English to Swedish. I don´t know if this is a known problem, but how can I fix it? Thanks!
Next Page