Adding attachments to resolution
When adding and attachment to the resolution of a ticket (feature introduced recently) the email sent to the requester informing that the ticket has been closed doesn't has any attachments. Any information about this ?
Update error message Workorder to CI not complete
Hello, I'm updating ManageEngine Service Desk Plus build version from 9.3.0-SP-0.35.0 to 9.3.0-SP-1.0.0 but I’ve an error message (in attachment) When I launch query: select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; query result is false And when I sending query: select Globalconfigid,category,paramvalue from globalconfig where category like 'CONVERSATION_MIGRATION' and parameter like 'IS_CONVERSATION_MIGRATION_COMPLETED';
SD pages not loading
Hello, I have upgraded SD from 9003 to 9400 in sequence and it started acting strange for example the start splash screen of manage engine doesn't show anymore anyhow managed to get it work somehow, then i have enabled "https" rebooted server and cannot login to SD anymore, it shows a blank page and prompts to download pagename.do I have attached the serverout logs and a screenshot. Thank you for help in advance.
.do download in every SDP page.
Hello, after upgrading to 9400 i have enabled https and rebooted server, but cannot access SDP pages anymore, it shows blank and download a .do file on each SDP page i try to open. Please help
SMS provider configurations
hi i'm using trial version of SDP. i am configuring desktop central to send SMS to our technicians, but when i try to send test message to see if it works it immediately shows SMS Sending failed. i kindly ask you to tell me where can i find the logs that show me where the problem is (show the process sending message so i can troubleshoot)
Some Incident SLAs not triggering
Currently testing 2 different SLA, one for 1 hour and another for 2. Set both SLAs criteria to check Category and if needed be, Subcategory fields. Created 3 Categories (A, B and C) and 2 Subcategories (B and C). So in reality the levels look like: A B -> B C -> C Following are the results: Test Category A - `1hr` - Failed, No Due Date Test Category B - `1hr`- Failed, No Due Date Test Subcategory B - `2hr' - Passed, SLA 2hrs Test Category C - `2hr` - Passed, SLA 2hrs Test Subcategory C - `1hr` -
Request creating Technician
Dear Manageengine team, I was just wondering what is wrong with the attached script. Could anyone advise please. regards Murali
ManageEngine ServiceDesk Plus service (Windows service) starts and stops immediately, after upgrade to 9.4 Build 9400
After upgrading Service Desk Plus to 9.4 Build 9400 (self-hosted on Windows Server 2008 R2), I cannot access Help Desk. When I go into Services and start the ManageEngine ServiceDesk Plus service; it starts and then stops within one or two seconds. I read the following post [https://pitstop.manageengine.com/portal/community/topic/unavailability-of-the-sdp-server-after-upgrade-to-version-9-4-9400-the-server-does-not-listen-on-port-80-8080-8-2-2018], and decided to try it. After following steps, the
field & form rule issue
The attached field & form rule is working perfectly fine if the technician is assigned by editing a request. But it not working if the technician uses "pick up" option. The requirement is to change the status field automatically to "in progress" when a request is picked up by a technician. Kindly advise.
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)
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