Can a requestor select a site from the drop down?
We have 5 buildings (sites). Right now when a Requester starts a new request, they are unable to select a site. All they see is a site box that reads "Not associated to any site". Is there a way to allow them to pick a site from a drop down list?
Server started but not responding
After restarting the server, the java.exe process goes up to 2.5Go RAM and the website didn't respond. it seems that there is a database corruption. Starting the server with run.bat throw the command prompt don't show any error, alll seems ok. But server still doesn't respond. We think that this corruption is some months old and the problem appears after restarting the server. So we are not able to restore data from the past days, as they are corrupted too... Is there a solution to repair the database
Problem with Projects menu
Hello, I've got question regarding our ServiceDesk product. Last week we've upgraded it to ServiceDesk Plus Enterprise version. Everything is ok, license is added but I do not see a Project overlap in the Dashboard. In the Administration menu I see options connected with Project Management for example types or status of the project I have no option to add a new project etc. Is there any additional module I should install? Or some change in the administration menu is necessary? Thank you in advance
Unavailability of the Service Desk Plus server after upgrade to version 9.4.9400. The server does not listen on port 80, 8080
Hello. After upgrading the Service Desk Plus server to version 9.4.9400, the server stopped listening on port 80 (8080). And does not respond to requests from browsers. How can I fix this problem? Sincerely. Igor Stepanenko.
Time when errand change from one queue to another
Hi! I'm searching in SQL DB for information when a errand change from example firstline queue to the secondline queue. I need to get that date, so i can get information about all new errands i one queue, even if they was created yesterday. So all new errands for that queue that has been moved/created to secondline this date. Is that possible? Which table can i find that? I found that WorkOrderHistory table have information about when something happend in a workorder, but not WHAT happends, maybe
Editing Purchase Order No.?
Is it possible to edit the Purchase Order No. field for already existing assets in Assets/CMDB? I don't see it in the edit window. Thanks.
Moveing Tech's from requesters.
So right now I have a few tech's, that are not on the domain I have SSO setup now, and would like to add the corrasponding requester and merge them into the tech account that is already created for example John Smith is a requester, with the ID of john.smith, but I have a Tech for him that is just John Is there a way to get John.smith to be a tech without loosing all the tickets assigned to John? i hope this makes sense.
recycle bin for Assets
Is there a recycle bin for Assets? Someone deleted some TV assets from our ServiceDesk and we need to get it back. We don't know the date when it was deleted.
Change Requester to Technican using database
Currently all LDAP users now get a "Username or Password is incorrect" error, however they used to be able to login. I still have one local user called "admin", who's login still works, however they are only a requester. This means I cannot check the admin configuration to see where the issue might be. Is there a way to convert a requester (i.e. my local user called "admin") to a technician without logging in as a technician. The only technicians on my system are all authenticated using LDAP.
Workorder to CI Migration not complete
I am upgrading to 9400 however ran into an issue. The Workorder to CI migration is false. How do I perform that migration? Dan
IIS Rewrite Rule Not Working
I've just upgraded to 9400 and since doing so my IIS Rewrite appears to have stopped working correctly - it was behaving a bit intermittently before! Whenever I visit the request page now it loads the header but none of the requests - if I search for a request ID it brings them up, but doesn't allow me to view a general list of requests. Accessing the server directly through it's hostname works as expected so I can use the helpdesk and it's not specifically a ManageEngine issue, but does anyone have
Requesters with no site name
Hi, I have recently changed our companies site settings to "copy Default Settings". Upon changing this setting and editing business rules, technicians, and so on, any request coming from a requester is going to the default site. The requester is not assigned to any site name in order to redirect the ticket to any specific site. Upon looking up the requester from the "requester" area, I realize that the requestor is assigned a site name, but its not showing once he/she opens a ticket? Any advise on
Disable reopen request only after closing request
Hi Is there any method to disable reopen closed requests? requester can reopen request only in resolved status. Regards Hamid
Approve request with one approval from two approves
Hi, I have two approves for one request. I want to confirm the request whenever a approver confirms the request and there is no need to confirm the second Approval. Is there any solution? Regards Hamid
Can the resolution notification email be modified in ServiceDesk Plus?
We would like to add a few lines to the default resolution notification email requesters receive. Is this possible and how/where can it be done?
How to disable solution auto suggest in acknowledgement e-mails sent to the users?
Just noticed acknowledgement e-mails to the user contain suggested solutions and link to them. How to disable this?
Field and form rules: resource sections and mandatory resource fields
Please consider the following scenario. Resource section 1 > Resource field: Select A or B - mandatory Resource section 2 > Resource field A1 - mandatory > Resource field A2 - not mandatory Resource section 3 > Resource field B1 - mandatory > Resource field B2 - not mandatory Initially, only resource section 1 is shown. This is also the case if the user has not selected A or B. When the requester selects A, resource section 2 is shown, resource field A1 is mandated and resource section 3 is hidden.
RestAPI Change Asset issues
Hey, So I'm playing around with a Powershell script to use the RestAPI to put in Change Tickets...I've got it all working, except for some reason I can't get the Asset to come in, it's just blank for some reason, even though the asset I've used in the InputData below is the exact name of the asset already in the CMDB. I've obviously changed the name of the entry to contoso.microsoft.com, but the asset I'm using matches exactly to the asset in CMDB. All the other information is passing across, but
"Incident additional field" issues
Dear Manageengine team, I am facing 2 issues in our Service desk plus related to the "incident additional field" When I edit an existing field, that field is removed from the existing templates automatically. I am not able to use the date field without the time along with. It will be great if you could guide me on these. @Name = Muralee D.@ @Mobile Number = 0506424099@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@ @Current Build = 9308@ @32 / 64 bit installation = 64@ @Logged
Multiple Custom triggers causing both triggers to not execute
Howdy, We are dipping our toes into custom triggers with SDP. We have one custom trigger that runs a script to populate tasks for "every" request. We set this up by keying off the priority of a request and checking for all possible settings (i.e. Priority = "normal" or Priority = "Medium" or ...) This works great. We recently started developing a custom trigger to execute when a certain request is submitted (i.e. catetory is "User Admin" and subcategory is "Employee Leaving"). We seem to have
Quick Create - New Incident button
Is there a reason why when using this button, selecting a user does not autofill the Site they belong to? It works for the full ticket creation screen, as well as users that send in emails, but just not for the quick create. Is that something I can tweak? Brendan
Service Catalog - How to trigger approval after completing a task
We have a process that goes this way --- START Stage 1 Approval -> Task -> Stage 2 Approval -> Task 2 -> Task 3 -> END How do I trigger this in SDP Service Catalog?
Changed
Hi all, the following query lists all individual Requests by the Requesters name: SELECT aau.FIRST_NAME AS "Requester" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE ((std.STATUSNAME = 'Onhold') OR (std.STATUSNAME = 'Open')) AND wo.ISPARENT='1' How would I amend the above to include the the Email of
Unable to add techs..
On the technicians tab I show to have 4 techs left, under license it shows 2. Also I have imported the users that I need to add as technicians as requesters but they are not showing on the requesters list.. I need some help does how to resolve this issue?
Upgrade Error - 9331
ServiceDesk 9331 patch failed with: duplicate key was found for the object name 'dbo.URLEncryptionDetails' Is this a bug in this installer as never had this issue before?
Updating task dependencies via REST API
Hello, I have successfully created tasks using the sdpapiv2 API. Is there a way to update task dependencies via the REST API? Thanks in advance, Eric
Out of memory error while upgrading patches
I am getting error while updating a patch on windows platform: Java Lang:Out of memory error: Java Heap Space
Overtime Report
Hi All. Is there a way to report time spent overtime like below, (outisde 08:00 - 17:00 weekdays)
Error to upgrade SD+ from 9325
Hi, I try to many time to upgrade my SD+ installation to a new version, but when the process is at 98% it stops and gives the attached error. FreeVersion my version is: 9325 SQLServer 2014 Jose Almeida
Creating multiple tickets from service catalog
Is it possible to generate multiple tickets from a service catalog? Example: I need to onboard 5 employees: Employee 1 Employee 2 Employee 3 Employee 4 Employee 5 All employees are identical but it seems there is no way to generate 5 tickets from a single service catalog.
Help - Problem after activate the license
Some window has disappeared after activate the new license · The screen shot before activate the license that shows the windows (1.png) · And this is a screenshot after the upgrade shows the windows have disappeared (2.png)
Hide asset field and other field from Requester Details
Can anyone point me to the direction where I could hide the Asset field and all other unnecessary fields from the Service Catalogue form?
Request has been already approved. Please refer request for more details.
Hi, with the latest release (9.3 Build 9330) we are seeing the Approvals are not working as expected. Service Request is created and sent to Approval 1. It is getting approved and the process we have in place requires Approval 2 to be sent out (to diff person). Now Approval 2 cannot be completed, as when the approver clicks on the link received, he/she gets the following info: Request has been already approved. Please refer request for more details. Tested with additional Approval 3, 4. Same results.
API and Response DueBy Time on Service Request
I have a business case where the customer does not want to enforce a Resolution time but does want to enforce Response time on a Request/Service Catalog template. The SLAs do not seem to allow you to only set a response violation without also having a resolution violation. In order to work around this I am attempting to set the "Response Dueby Time" from the API with a custom trigger on creation & edit but I am having some challenges. I have a powershell script that calculates the dueby date to set.
Fetch from two Mailboxes
We have two mailbox which we receive requests from our customers. Servicedesk@mhemail.org and is-helpdesk@mhemail.org. The second one is monitored manually and used by another region. We'd like to have it fetch from both mailboxes and create business rule "is-helpdesk@mhemail.org Criteria:To is "is-helpdesk@mhemail.org" Action:Change Request Template to "Mercy Janesville" Can we configure Servicedesk to fetch from both mailboxes? if this is possible can you send us the how to? My assumption is both
Constantly getting signed out
We're using SDP 9330. We have enabled Active Directory authentication, but not have not enabled Pass-through authentication. Our issue is all of our techs are always having to log in again after a period of inactivity or after restarting their computer even though they are checking "Keep me signed in" when signing in. This is something that has been happening for several months now. We are using a mixture of Google Chrome and Internet Explorer on Windows 7/10. Do you have any ideas of why this is
Backup Technician Not Being Assigned
I have Auto-Assign Technician turned on. I have a Business Rule that assigns the relevant group to the ticket. I added leave for a technician 1 week either side of today and assigned a backup technician. When I create a ticket with a due date in 3 days, the Backup Technician is not getting assigned. The concept seems straightforward so I'm curious whether it's a bug or I'm missing something in the setup... Any ideas? Thanks
Request Views
Is there a way to delete all the views that arent used by any of the technicians to minimize all the clutter... I know you can delete the ones I have created, But id like to delete the default ones as well.
CustomTrigger - Passing Requester Email Variable
Hi guys, Not too sure if this has been addressed yet. I have created a Powershell script that gets triggered when selecting a specific field on a form. The script creates a user account and password and then emails it back to the ticket. I have successfully done this so far. However, I would like to pass on the requester email variable to the script so that the requester is notified of the username and password. I did some research on this and found out the same question was raised 2 years ago.
Login screen SDP + Domain
Hello, why the login screen of ServiceDesk Plus is today in the upper left corner of the browser and not in the middle? and why it does not show our domain by default like always??
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