How to hide Resource Info from requester view
Hi, How to hide Resource Info from requester view in service catalog template. I wanna to show resource info to technician, but I don't wanna to show resource info to requester. What should I do? Thanks
Certain Mandated Fields Are Not Being Required
I have the default request template show/hid/mandate/non-mandate based on what selections they choose for category and subcategory. When they select one of the categories the field forms mandates the subcategory, user name and user email. The last 2 Incident - Additional Fields. However when the user goes to save the ticket with all the required information filled in except those 3 it saves and does not require they be filled. I have attached 3 screen shots. 2 shows the required fields at submission
ServiceDesk 9306 and loosing reply oir reqest with IE
Hi I see this issue as been addressed in the 9306 and we have upgraded to this version. However we still have getting occasional report that user has logged the incident/request but not saved. Also some occasion reply by technician is not saved as well. User is using IE11 and it randomly happening, Any idea?
Cannot add Attributes
Good day, I cannot add attributes in SDP 9303. When trying to add attributes in the Configuration Items Configuration Wizard I get a progress wheel that is stuck on "Processing"
SSO not working after login page change
Guys, we used index.htm as per procedure but we cant get the SSO not work. and we cant see the login.jsp file to check - we used index.htm as per procedure but it seems that there are some updates that doesn't work like when you added a domain in domain scan it does not appear on the option for domains. Now with the edited login page it stills goes to the login page even though the SSO is enabled - but if we revert if back to the default SSO works. Have someone experience the same issue? Regards,
Asset Scan Issue
Dear Team, Kindly have check on the asset agent explore , these agents are installed on all system and are meant to scan on system boot/reboot but due to some reason they are failing to scan the system. However if we change the setting from change scan credentials under Actions and select Domain mode and scan the same system it dose scan it without any error As per the error message Manage Engine server is unable to communicate to the asset explorer agent on the system. Kindly check
Custom Trigger Email not working
i have follow this topic https://resources.manageengine.com/resources/resource/python-updated-script-sending-custom-mail-notification-for-requests-with-configurable-xml everything is OK Action menu "Menu Invoked is :Email" invoked Action by Service Call Center on 03/05/2017 09:21 PM Menu Invoked is :Email Message: successfully executed the prolem are i can't recieve any email and sent box too.i have check log, Please help m,e
Email parsing not working the first time
Hi all, When I send an email to ServiceDesk Plus with parameters, the first time of the day I send the email, only the Requester is automatically field. All others fields (Category, subcategory, mode, prority, level) stay unfilled. If I send the same email a second time, all field are filled automatically... Is there any service to "warm up" ? Thanks for your help & Regards, Steve
Random error
Hi, casually have this error (only with chrome browser): so, when I press the OK button, system opens a pup-up with the login page. Any tips? Thanks
ServiceDesk Plus configuration options
Hi I am using the Standard Free Edition of ServiceDesk Plus and I would like some help with configuration and installation. I intend to install on the hosting server where port 80 is already taken for hosting many intranet sites. My question is whether there is a workaround where I can install ServiceDesk plus on Port 80 without interfering with other intranet sites. The idea is to use A Record to point the ServiceDesk Plus to another IP Address. Also is there a way of changing the alias URL so
Field and Form rules not updating tickets
Recently i took part in the conditional forms and fields webinar training and was impressed with the capabilities of the smart forms. However, after attempting to implement this for our onboarding form, I cannot get the tasks or Requested access fields to show up when someone fills out the form. The form successfully unsets all the tasks and hides the equipment request felds, but upon selecting a department, it does not offer up the options for that department, and when submitting the form, the
SNMP Scan in Assets
Hi, I've updated to 9307. I can no longer scan network devices via SNMP, tried routers switches and firewalls. When I try, I select the appropriate the community name as the credential (which used to work just fine) and it returns a fast, after 1sec or less, "FAILURE :Cannot connect to SNMP Agent." I can scan these same devices via SNMP from the Windows desktop of our ServiceDesk server so it's not network rules, it's something within ServiceDesk itself. Please help. Thanks!
Migrate from PostgreSQL to MS SQL
Hello! We need cross database migration from postgresql bundled with product to ms sql. I'm try: 1. perform full backup 2. change database to msq sql 3. restart application 4. restore backup Restore operation failed, because different database types. So how we can change database ?
Problem: Import users from AD OU that not selected
Hi, I have multiple OU in AD and move some users to "OTHER" OU. When I import users from selected AD OU, I see some users (not all) that located in "OTHER" OU in requester section. I check these users account and find out for these users site(office) field filled. I think it's an issue and please check it. Thanks
SDPCrash-OutOfMemory
We have a problem even changing the wrapper.conf as suggested in the Java Tuning section of the manual. Server is starting. This may take a minute ... This copy is licensed to Fondazione Ri.MED Unclean shutdown of previous run. ServerContainer [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [CREATED] ServerContainer [STARTED] AdventNetCC
Request priority
Hi, We have SD Plus Pro edition which does not have Priority Matrix. It does have Priority but I cannot find where to set the due by (duration) for each type of priority I configure. Can anyone help? Thanks, Lee
Allow remote connection other that localhost
I can login to SDP when using the computer it is installed on. When I use another computer to connect to the SDP server I get the login screen. None of the accounts will let me login. The page flashes when the submit button is pressed with no error message and clears the username \ password box.
SLA for each stage in IT Service Catalog
Hi, Tell me please, How to implement an SLA for each phase of the Service Catalog
Priority Matrix
Hi, I am setting up a new Service Desk Plus install and cannot find the Priority Matrix feature. I have looked in the Helpdesk Customizer block, click Priority Matrix but it's not there. I only have a Priority option. We have licensed Professional edition with Service Catalogue. Should I be able to use the Priority Matrix, I could when I downloaded a demo but I realise this had all features enabled. Version 9.3 Thanks, Lee
Service Request Template
While browsing some Service Desk Plus documentation, I came across a pdf that showed how to make an "Resource Request Form." Basically a request template that was set up in such a way that a manager could request certain equipment/permissions for a new employee. None of the steps in this pdf seem relevant anymore since all of the menus changed. Is there still an effective way to do this? All I can find is the incident request templates, and those have a bunch of irrelevant fields that you can't remove.
Technician License Exceed
Good Morning, I have an issue where my Technician license to login has exceeded. The problem comes from the fact i deleted a host of technician accounts rather disassociate from the site. I am currently recreating the technicians but i can't enable logins as the license has exceeded. Is there a way to reset the license as i am pretty sure we have a license for 20 Technicians but having to create new technicians means the system thinks i have exceeded when i haven't. Many thanks in advance. Damen
Service Catalog - New Form
I'm amending the Service Catalog User Access Request form to include a number of new custom fields, I cannot work out how to have them set in an appropriate order, the are randomly positioned in the layout and not even in alphabetic order, is there a way round this? Thanks
Migrate tickets and attachments
I have setup a new SD+ server with a lot of customizations. I would like to migrate tickets and attachments over to the new server without losing my work. Is this possible? Thank you, Tom
Reply to a conversation
Hi, Is there a way to reply a conversation only from the application without send the email to the request? Another thing that i don't understand is the meaning of "Hide from the requester" if i have to send and email to comment something in the ticket. Thanks
Domain drop down at login
Hi, I am building a new instance of Service Desk Plus. I have imported requesters from Active Directory but when you login there are 3 domains available e.g. THECONSORTIUM theconsortium.com WORKGROUP Local Authentication (SD authentication) I'm guessing the SD software has pulled these from my AD. I only need THECONSORTIUM as this is the domain everyone logs in against. How can I remove the other 2 selections from the drop down? Many thanks, Lee
New Update Opens a new Tab each time I open a ticket.
When I open a ticket, it opens a new tab that I ended up having 15 open just by navigating around. We recently have an update. I already adjusted my browser and I can't turn it off.
Version 9230 restoredata fails
Hi, I am trying to restore a backup of my production system into my development environment. I am using restoredata on my development system and pointing to a recent backup of my production system, but the backup eventually fails with an error "Cannot find the object "ARC_ServiceReq_4501" because it doesn't exist or you do not have permissions". Unfortunately that error message isn't very helpful to let me find out how to correct it. I would appreciate any help. My goal is to mirror my production
Group can be set to "None"
From the Request tab technicians are able to set the Support Group as "None" by selecting "No, just select technician". (See Image 1) However, if the technician would try to change the Support Group to "None" from within a ticket, it does not allow this as Group is required. (See Image 2) We have the issue where some technicians are assigning the Group to "None" and tickets are getting lost or forgotten. It seems like an odd feature/bug to only require the Support Group from one page and not another.
No Resolved in History when all associated tasks are completed
Until the end of March, the system would insert an entry into the workorderhistory table with DESCRIPTION sdp.tasks.parentrequest.closedescription and OPERATION RESOLVED, and an entry in workorderhistorydiff with COLUMNNAME STATUSID and the previous and current values set appropriately. Now they do not seem to be inserted. Since we used these entries in some of our reports that give an aged view of the requests, they no longer work. Is this a planned feature or a bug that has crept in? In any case,
How to change site field by business rule
Hi, I want a monitoring tool that monitor all site of organization. I set alert rule in monitoring tool. for example if router is disconnected, mail to servicedesk@myorganization.com that configure in SDP mail setting. I want to set business rule that if receive a email from monitoring@myorganization.com and if monitored device from other site, change site. Thanks
Request ID collision?
Hi! We recently encountered another company that is using SD+ as their helpdesk solution, which causes a problem when the request id already exsists in one of the systems. So when they send a mail from their helpdesk to ours it might get assigned [##12345##], which causes the reply to enter their system on the same request id, as it already exists there. So in other words whenever they create a new ticket with us they get the reply attached to an old, closed request on their side. I assume it's not
Jquery to get JSON Data using Rest Api
Hello, Is there any way to use Rest api call in Jquery to get the JSON Data of a SD Request.? Please advice. Thanks, Praveen
IT Advanced analytics tool configuration issue
Hi, i tried to configure the IT Advanced analytics tool on premise but it shows the below error SDP version is: 9.2 Build 9230 Advanced Analytics version : Version: 3.0.0 Build Number: 3010 FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
My login suddenly loses all administrative rights
This has happened to me multiple times now. I clicked "Edit" on my username in the technician list in the admin area of service desk but made no changes. Now, when I log in, all I see are 3 tabs: Home, Requests, Solutions and I see no tickets and can't access the admin section or any other sections of servicedesk. My username looks fine when logged in to another administrator.. it still has all the SD admin roles. Why does this keep happening? The only way to fix it that we've found is to delete
Task assignment
Hi, I might just be being very stupid and missing the downright obvious here but here goes! I'm testing an incident template that has various tasks assigned to it and was hoping it should automatically assign the tasks to the same technician that the incident gets assigned to. Am I missing something and this should happen or is this as expected and i'm thinking it should do something it isn't capable of doing?
Change Request email notification reply creates a new ticket un "Requests"
We got the system to send out an email notification to technician and managers when a new Change Request is created. Unfortunately replies to the Change seem to create a new ticket rather than being appended to the original Change Request. Anyone have a similar issue?
Restore database from Windows server 2003 to Ubuntu 16
I have configured Servicedesk plus 9.3 build in 9301 on windows server 2003 32bit with ADS authentication. Now i want to migrate servicedesk plus 9.3 build in 9301 on ubuntu server 16 64bit and linux is not supporting ADS authentication.While i am taking backup form windows server and restore on ubuntu. after restore successfully administrator and users are not able to login.even i have checked administrator is enable and local authentication is also enable but in login page local authentication
Deleted Technician still showing in drop down menus
Hi I have two old technicians still showing up in our drop down lists. I have restarted the service, one technician shows as 'retired', the other One Technician is called Gavin Vague, the other is Bikash Sharma Untitled Generated by Andy Rhodes on : May 1, 2017 11:15 AM Total records : 17 Id Name status domain technicianid 323 Gavin Vague ADM RESIGNED Not Assigned 0 412 Gavin Waldie ACTIVE Not Assigned 0 562 Gavin Skupin ACTIVE Not Assigned 0 760 Gavin Vague RESIGNED Not Assigned 0 1201 Gavin
Unable to start Manage Engine Service Desk after installing
I am trying to start Manage Engine SDP on to a Economy virtual private server hosted on godaddy. Installation was smooth without any issues. But I am not able to start SDP. I already have FQDN on my hosts file. H/w configuration of my VPS is Memory : 1 GB Disk : 40GB CPU : 1.7 GHz OS : RHEL 7 Output while executing ./run.sh [root@svr bin]# ./run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/manager/ManageEngine/ServiceDesk
Cleaning up
Hello support, We import all our 1200 IT users from Active Directory and the past several months there has been an extensive clean-up in AD attributes etc. In ServideDeskPlus, we have a lot of grayed-out Departments and sites. I want them gone. I'm getting this 'error: "Department is being used by a module. Hence cannot delete it." and "WARNING :Site cannot be deleted as it is being used by a module." Additionally, we also want to clean up in our Service Categories. "Service Categories [Hardware]
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