Spot editing not compatible with Field & Form Rules
Hello, In our environment, spot editing a request (i.e. editing the value of a single field by clicking on the field in the request details) does no longer work whenever there are Field & Form Rules configured in the associated request template. Why is that? Best regards, Demetrius
Application Layer Started......................................
Hi Team, I recently uninstalled ManageEngine (“ME”) from my server, downloaded the latest copy and installed it. Now when I try and start ME it perpetually shows “Application Layer Started......................................”. I know I should have just upgraded it, but now I need to deal with the situation I’m in... I’ve tried shutting ME down and starting it again, I’ve ended the java and pgsql processes, restarting the server, applying the latest upgrade (which also doesn’t work as it says I
Notification counter doesn't show when I have new request or task
Hi, Notification counter doesn't show when I have new request or task. Like this: Thanks
SLA Escalation stopped working
Recently upgraded to 9301. And now level 2 escalations don't seem to be working. The only change we made is upgrading to the latest build, all other notifications are working except escalations, escalation 1 to $ticketowner seems to be working. Please help.
How to map CSV data field to sysDescription field
Hi, I have one access point that scanned and filled sysDescription field automatically. Now I have some access point that not support SNMP. I listed these in CSV file, but I don't find sysDescription field on mapping action. What should I do? Thanks
Unable to view or create any tasks
Since upgrading from 9232 to 9301, I have been unable to do anything related to tasks. The primary task list shows all existing tasks, but attempting to view a task brings up the "Task details fetched successfully" dialog without actually showing the task. In the request tasks section, I am unable to create any tasks, the "New Task" button simply does nothing. This is also true for any place where I should be able to create them. Within the service request designer, the tasks component isn't even
field & form Rules
Dear Support, can we make one Field to appear for one technician only while creating or editing but note that the other technician will not be able to access to that field
can't open "Community" frame in 9.3.01
Have you changed anything in forum that it is not opening right now, see the error message we got. FYI: it works OK when opening "Cummunity" in new window.
Is there a way to prevent duplicate tickets from vendors for same fault ID?
Dealing with automated vendor responses we end up with duplicate tickets regarding the same issue/fault. The vendor tickets can be merged manually bu using the vendor fault identification but this is time consuming. Is there a way for vendor replies to be attached automatically to the original ticket with that vendor ticket number?
problem with ssl certificate
Hi! I have problem with ssl certificate (with asterisk) on my SDP. from desktop browsers its working correctly. but from mobile browsers (Adnroid and iOS) - I receive an error (red exclamation mark with strikethrough "https"). if I use android or iOS app - I signing in correctly, but when I open any ticket, I have receive a error "SSl certificate is not valid". how can I fix this?
Html comments
We are not able to write a HTML comment in an incident. If I write something like in a ticker For resolve the problema you need comment a property line like <!-- property name --> Then this <!-- property name --> not appear in service Desk Regards
Unable to view schedule report in Reports module
Hi Support, I'm unable to view or stop one schedule report in reports module How can I view even I've login as administrator Regards, Vincent
workstation is given hostname "no_computer_name. ..."?
We noticed that one of our worstations is not being scanned correcty. Each time after scan, the hostname appears "no_computer_name. ...". Please note that re-installation of AssetExplorer on concerned workstation doesn't fix the issue - same problem appear. Also, note that after correcting manually workstation name / serialTag in SD+ Asset, the host name is again revert back to "no_computer_name.mydomain.com" after asset scan. /Mar
Remote desktop blocked, it can't verify the publisher
Remote desktop Java Blocked
Scan Vendor Barcode Issue
When trying to add new assets by scanning vendor barcode (Assets>Barcode>Barcode Generation>Add New assets using vendors barcode) I fill in the information and scan my barcodes with a scanner. When I click on "Add Assets" I receive a "Please scan barcodes" error on the box where I already scanned the barcodes. Has anyone seen this before? Is there a resolution for it? Below is a screenshot. Ryan Merkl Sr. Systems Engineer Underground Construction Company, Inc.
Dashboard widgets
Hello - I love the new dashboard updates but how do you delete a widget from your dashboard? Thanks - Scott
Preset group to assign certain group after saving incident been assign to other group
Hi Support, I'm having some issue with my incident template. I've preset the group field to desktop-support in incident template. But after saving the group been assign to application team. Regards, Vincent
Cleanup of Old Data
Hi, Is there any way within the system or via SQL to remove old items ? As time progresses we are gradually building up unwanted field, Resource Info questions etc. Most of which don't have any use or have never been used. Any ideas as at this rate we'll have hundred of void ones............. Andrew
Dashboard filters only work for SDAdmin in 9.3 upgrade
One of the features that we are wanting to use is the dashboard customization, so that each support group can view the dashboard for their area. Upon testing, I am able to set the support group filter to any of the support groups, but other users cannot. When they set the filter and hit apply, the dashboard still shows everyone even though the filter shows the one support group. The only difference I can see is that I have SDAdmin, and the others are custom roles. I did try to create a new role
Snmp certificate scan type is wrong
use Servicedesk Plus ver 9.2 testing In the asset management module, use the snmp credentials to scan the Linux system, All types are NTP, can not display the details Whether there is a solution?
Unable to disable schedule backup
Hi Support, I'm unable to disable schedule backup in administrator login This is my test machine which have 30 days free trail I do not wish to perform backup on my test system Regards, Vincent
Planned Reports by different Technicians cannot be seen by other Technicians
Hello Support-Team, we have the Problem that we have made many planned Reports by different Technicians. Now we cannot see the Reports that other Technicians made, which is not very good for changing the report-plans. We need to see all planned reports,regardless who made them. Regards Jason Kehl
Unable to see ANY custom view
Has anyone encountered this? One of our IT managers is unable to see any custom views. As in, the pull down menu is empty. She is able to create a custom view, but nothing shows up in the menu. I recently changed her from Requester to Technician thinking that might help and it didn't. Comparing her to another technician who does have a working custom view, I can't see any setting that seems to be related. Thank you, Sang Park
Setup URL Link directly open up SD inventory search based on Username
Hi We are trying to setup our internal web staff page where individual user has unique URL link as per their UserName allowing us to click open SD web portal showing user assigned workstation(s) http://sd.companyname.com/SearchN.do?searchText=UserName Example http://sd.companyname.com/SearchN.do?searchText=KaneY However we didn't get URL to work properly. Please advise. Thanks Kane Yeo
Master Child Ticket Function
Hi Support, Is there any Master and Child incident function in Manage Engine. Example I've have one master incident for an Incident I want to close those child incident upon the master incident Regards, Vincent
Resolution email
Hi, I might be being blind but i cannot find how to change the default resolution emal template. I'm sure it used to include the resolution details but now it just shows the Ticket description and the subject is changed to "Resolved" there isn't even a link to the ticket so the end user can click on it. I've been through all the admin menus but cant find one to change this, Anyone able to help?
Manage Engine Service Desk Plus 9035 VS 9300
Hi Support, Appreciate you could list down the extra function between version 9035 VS 9300. Regards, Vincent
Manage Engine Service Desk Plus 9035 upgrade
Hi Support, I am planning to upgrade my Manage Engine to 9300. Appreciate you could list down the steps to assist me. Regards, Vincent
Project Permissions Question
What are the minimum permissions needed to link a request to a project?
25 max asset association to tickets -- Again
Hi guys, I am in dire need to be able to associate more than 25 assets to one ticket. Is there a setting in SDP that I can play with so I can get to 30+ asset association? Thanks. I can't give you a list of my equipment but it's there, and I need to put all the stuff on a number of tickets. Thanks
Incident Template - Field & Form Rules
I am trying to set some field & form rules to the default incident template. I have attached a picture on the setting I am trying to get to work. I have set the following rule: Rule execution: On create / edit Event: On field change - Category Conditions Site - contains - 24- (all sites are imported from AD, and sites that starts with 24- is Stockholm in this case) and Category - is - IT Services Actions Set field - Group - IT Stockholm (I dont get a drop down menu here...) For some reason this does
Support Group Owned By Issue
9.2 Build 9238 I have a few support groups where I want to change the "Owned by" to None or "Choose Owned By" since this field has a current technician it will not let me change it. I change the value to "Choose Owned By" and it simply defaults back to the technician name
Remote control agents and Chrome
We've been looking into using the built-in remote control functionality in SDP. When we initially tried to launch the built-in remote control application, we were prompted to download Java. Since we're using Chrome and it no longer has support for Java, we are forced to use IE. I was wondering if there are any plans to fix this in the future. We use Chrome for everything, and we would hate to have to use IE for one particular application. I tried searching the forums for this and didn't find much.
Number of Assets
The number of assets (workstations in particular) seems to be incorrect. If I manually scan for a machine (WK1) which does not show up on the inventoried list, it will scan successfully and be added to the inventoried list. The total number of workstations inventoried stays at the same number (17) and one of the previously inventoried systems (WK2) falls off the list. If I then manually scan WK2 it completes successfully, shows up on the list, total number inventoried remains 17 and WK1 no longer
Survey for users outside the domain
We have users from outside our domain that use certain systems provided by us such as VOIP phone systems. Therefore they have access to our Support Desk for service when it is needed. However when we close a Request for these individuals the survey link provided does not work for them. I am certain I am missing a setting here but not sure which one that would be.
Cant Login Android App
Hello, i have everything ready and API also ready but am getting login error ? but i can login via web with same server and login details
Domain Logon using old password
I have our ServiceDesk tied to our Domain, everything seems to have been working normally, however we have a 90 day password rotation policy, we are finding many users that after changing their domain password are unable to log in with the new password, their old one seems to work. So I re-imported all users manually from Active Directory thewn the new password seems to work. Now here's the kicker. The direct comms seem to work as when I type the password too many times it locks out the user on
Service Catalogue send automated mail via PowerShell scripting
Hello, I Create a PowerShell script than allows to send automatically mail to my requester with an attachment. My problem is that in "to"section it cannot take automatically requester's mail address. This is the script: param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $obj = ConvertFrom-Json $jsondata #Add Request fields values as needed $requester = $obj.request.REQUESTER $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket
Active Directory Configuration Page
I'm getting the following error when trying to access the Admin/Users/Active Directory section. Is anyone able to help find out the issue? I already reported to the support team but no luck with their reply.
link for survey not sending to emails
When I close a case the survey mail is not the link of the survey, where I can configure so that the survey link automatically arrives when the user closes a case. Thank you
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