SDP Slowness
Anyone experience slowness like this? I have tired to change the Java Tuning but every time I change the wrapper.java.maxmemory above1024 my service will not start.
No settings Option on Dashboard
I read that there should be a settings option under dashboards to modify or create new dashboards. I do not see that option?
AD authentication failed
Hello guyz, I followed steps of adding users from our AD, the add was successful but when trying to log into SDP using AD authentication, it fails; although I have checked the “Enable AD authentication “option. Kindly assist, Brian B.
Technicain cant close tickets asigned to them
Hi Can some one point me in the right direction as I have set up a number of request templates for the request catolgue that the users are using but what I am finding is that they can not close their own tickets. Or when a ticket is assigned to another tecnician that they are unable to close their assigned ticket? Any help woul be much appreicated. cheers] Christina
Failed To Communicate Agent - error
Hai, With the Manage Engine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the Manage Engine service on the PC is running. I also disable the firewall in target PC. I did not get this path "HKEY_LOCAL_MACHINE\SOFTWARE\ZOHO Corp\ManageEngine AssetExplorer\Agent" from target machine. And i cannot find the agent port from target machine. Please help.... Thanks and regards Haris
Import bulk assets to Manage engine from Microsoft Excel
Hello, Please help me, How can do import bulk assets to manage engine service desk from Microsoft Excel ?. Thanks,
Pass-through Authentication issue
I'm trying to set up pass-through authentication on our domain. I feel like I'm on the right track, but something isn't right. I have the Computer Account created in AD, using the NewComputerAccount.vbs script. I can see it in the Computers OU. Whenever I visit the site, I get this pop up: This pop up only happens when AD and pass-through are enabled. If I turn them off, it goes directly to the "normal" login screen. Any ideas?
Survey link not working
Hi, I am encountering an issue with the survey link. I have included the variable $SurveyLink in the survey settings and have inserted the hyperlink as well, but whenever the email for the survey is sent out, it only shows as "http://ict-helpdesk:8080/$SurveyLink" I am using servicedesk plus build 9223. Thanks! Geraldine Legaspi
Sites not importing properly
Hi, We have manually setup all of the sites we have in our organisation based on the AD entry physicaldeliverofficename. When importing using LDAP requesters are added fine but Sites assignment remains blank. Any idea? Regards, Tom
How can I activate custom trigger when an email reply is received?
I have custom triggers than run when a ticket is created, but when someone replies by email I'd like to run another script. I've tried "When a request is edited" and "When a request is created" but neither triggers when a reply email is received and added to the existing ticket. Is this possible?
Forwarding ticket to helpdesk
If a user emails me directly and I forward it to my helpdesk email. How do I NOT have myself made as the requestor?
Time average.
HI Could someone answer my question about how does the time is calculated between open to resolved time excluding vendor and customer times? Thank you Regards !!!!
SDP V. 9241 - Flash Reports Aren't Working
Hello Friends, A technician brought to my attention that the Flash Report module is no longer working. We're using IE11 and have the latest version of Flash installed. Are you guys phasing out the Flash report module? We're using version 9241. Thank you, Ryan
Request Closing rules not working
We have a template with an additional field that we would like to make sure is filled out when the template is resolved. We have check marked the filed in question, on the closing rules. But when we resolve the ticket with that field left blank, it does not give us an error and changes the status to resolved.
What characters will be accepted when calling the API?
Can you tell me which characters are legal for the API to accept text input? Thank you.
NTLM Error - Adding Email Signature
Hi, I have two technicians who are unable to add their email signatures to SDP. They add the signature and receive an NTLM error. Anyone else experiencing this? We've tried Firefox, Chrome and IE. The same issue occurs. Thanks Terry
Cannot edit Support Groups (Sorry, an error ocurred)
I cant edit support groups, and as a result of whatever caused this some technicians cant create service calls assigned to these groups.
Error occured while importing project
We've tried to import projects via the "Import MS Project" button from the "Projects" tab and receive the following error: We tried importing our own projects and as you can see in the above, the sample project provided with Service Desk Plus as well with no success. MSSQL Build 9232
Edit Task via REST API
Hello- I need to edit an existing task via the REST API. Is there an online reference to the SDP REST API Version 2? Or, can you provide feedback on the snippet below? Public Sub test_edit_task() Dim objHTTP As New MSXML2.ServerXMLHTTP Dim URL As String Dim body As String Set objHTTP = CreateObject("MSXML2.ServerXMLHTTP") URL = "http://localhost:8080/sdpapiv2/tasks/25051?TECHNICIAN_KEY=A3514EB6-0B6A-463E-A145-7609FECF5EDC" body = "INPUT_DATA=" & "{""task"":{""title"":""Sample
not able to change serverity of ticket
Hi, I am not able to change the severity of ticket assigned to a user in group same as of mine. We are 5 users in the same group.
Business Rules Not Executing
I am attempting to use business rules to assign newly created requests to specific technicians based on site and category. None of the new requests are being assigned to any technicians. All requesters are assigned a site and department. Category is a required field in the default incident template. The only incident template is the default incident template. There are four sites. Every site has only one business rule. All four business rules have "Execute when a request is Created, Any Time"
Asset Scan failing on multiple workstations
We seem to be having issues scanning workstations in the past few weeks. Happens if we use the agent or don't, we just get a 'General failure when performing the operation'. It seems to have started happening around the time we upgraded to 9236.
Backup File Not Found
When viewing the status of backups, a message "file not found" is listed. When I go to the backup location, the backup file is there.
Problem with renew ServiceDesk Plus Free Edition license
Hello, Can I renew our ServiceDesk Plus Free Edition license? How can I do it? I cannot do this from SDP start page:
Open Tickets from Received email
We are running 9.2 and have not made any changes but stopped having tickets opened randomly about mid day Tuesday. I am not getting any errors and the emails are in the proper mailbox. The admin mail settings just says "running" when trying to fetch mail. We have checked all ports and Connectors as well as restarted the server. Any Ideas?
Sorry an error has occurred - Custom Report (CMDB)
If we run a customer report against CMDB module, it runs fine. However, if we filter by Desktop or Laptop, we get the large warning triangle and "Sorry an error has occurred" message. If I try and edit the report, I get the following errors in a pop up window: java.lang.NumberFormatException: For input string: "null" at java.lang.NumberFormatException.forInputString(NumberFormatException.java:65) at java.lang.Long.parseLong(Long.java:441) at java.lang.Long.(Long.java:702) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:334)
Show the last run date of reports
I'd like a report that shows all the reports' last run dates, if possible. We're trying to clean up the reports that have been created and we can't tell what is being used and what isn't. Thanks, Tammy SD Plus: 9.2 Build 9241 DB: postgres
View is now gone.
Good day. One of our employees has recently had an issue with the default view. When they log in, on the dashboard it shows they have tickets open. When they click on the number, it takes them to a pipeline view, but it is empty. Switching between all the views still produces the same results; the columns are there, however, there are no tickets to view. I have gone in a modified their permissions to view all the companies/sites/departments/just their own tickets, but none of them produce any new
Dueling Help Desk Auto Reply
We Disabled new request creation through email 2 weeks ago and updated the system with our auto response. Today we got a phone call from another agencies help desk because ManageEngine was bombarding their desk with a new ticket every second. Come to find out they send an auto response to each new ticket saying it was received which was not associated to a ticket in our help desk so manage engine fired off another email saying they need to log into our help desk to create a ticket. How can we overcome
Rendering Exception error
Hi, I have a new employee template setup in the Request Catalog with several resource boxes and field & form rules. Amongst other requirements, the hiring manager must fill in the full name and start-date of the new employee. To ease the overview for the Servicedesk technicians, I created a field & form rule that disabled the subject, and created a script that automatically updated the subject with the name and start-date of the new employee. If I create the request as a technician it works as intended.
Change notifications
Is there anyway to limit the number of notifications sent. Example John X is a Team Leader, Reviewer and is also a Change Approver. When a change is Approved for Production, a notification goes out to ChangeManager, ChangeOwner, ChangeRequester, CAB, Line Manager, Implementer. This means John X will receive multiple of the same email notifications. Can this be refined in any way?
Can't find ChangeID as an Attribute of Change in REST API, can you add it in the next version??
Hi all, I can't find ChangeID in Change's API. How can I get it using scripts?? Urgent, thanks for anyone provides useful information. Benny
Integrate SDP with ADMP - Reset AD Passwords, no domain...
Hi, I have enabled tight integration from ADMP and entered the server details in SDP under ME Integrations. Both test successfully from their setup screens. I also selected a template for AD password reset. I can now see the Action menu item to reset the account, when I am in a request of the selected template. When I select the Actions menu item, the window appears asking for a domain selection and a user. When I click the drop-down for the domain, our domain does not appear. Can anyone please
Required Field
I never noticed this until I was asked if I could make the Site field a required. There is no option to do so. Would that be correct? All other fields has that option.
how to prevent techicians from assigning tickets to techs that are on pto or leave?
Your Leave scheduling works if tech creates a NEW ticket and assigns to tech on pto, and then it auto in-assign. However, if tech assigns existing tickets to techs on pto, it goes thru.. How to prevent techs from assigning existing tickets to techs on leave status?
How to automatically add workstation entry in Workstation_Fields table?
So when a new workstation is added to SDP it is given a unique WORKSTATIONID and entry in the SystemInfo table but it does not create an entry in the Workstation_Fields table until you edit the asset in the GUI and make a change/addition to a custom field. This is causing a problem with automation we wrote that updates UDF_CHAR columns in Workstation_Fields if it doesn't exist. Our automation updates Workstation_Fields based on an SQL update statement that joins SystemInfo to Workstation_Fields
Purchase/Contract Management - Cost Center
Can a ServiceDesk "Technician" also be an "Owner" for a "Cost Center" ? Currently receiving an error when adding a cost center, message says that it's unable to find the user.
Requesters with duplicated mailaddress
Hi We have several requester with duplicated mailaddress. One of the mailaddress is from AD synk, the other is from incoming mail before we started AD synk. The problem is when requesters send a mail now the request is connected to the wrong SDP user. What is the priority here? Is it the latest created user that is used? Has this been changed in SPD sometime? It would be great if SDP had a migrate tool for this, Like "Migrate users A anv B and make user B primary"
Domain Scan not discovering some machines?
Hello, So i have been trying to figure out this issue i'm having with ManageEngine in where i cannot see about 20 machines in my environment. They are live and active because i use another scanner and it picks them up no problem. I tried doing network scan, thinking that maybe my domain scan is just messed up but that is not the case. When i do a Network scan i get 0 feedback and says all 255 machines are unresponsive, which once again is false considering i use Alienvault which works perfectly fine
Remote control via Remote Assistance
Good afternoon! I am trying to set up remote control to an asset via Remote Assistance. The logic is that you need to run the application as administrator, for this I write in the command line: cmd / C start RunAs / user: domain \ user / savecred "msra.exe / offerRA $ DEVICENAME" However, quotation marks ( ") is not transferred to the command line in CMD transmitted.: cmd / C start RunAs / user: domain \ user / savecred msra.exe / offerRA $ DEVICENAME What is causing the problem, as additional parameters
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