Failing to Upgade Service desk plus 9233 to 9300
Hi Team, Please urgent assist am failing to upgrade service desk plus 9233 to 9300, During the upgrade it extract all the file fine but in the mid it failed. I raised this before with Service desk team and someone advise me this could be problem on the server it self and he advise to create dump server for testing. I did as he advice and manage to upgrade successful on the dump server but the same file failed again on production environment. my number. +255 22 2196 6478
Updating Change
Is it possible to update a change with an email in the same way it is with a request? I have tried to use ##CH-123## for changes in the same way that you use ##RE-123## for updating requests but it just creates a new request.
Chat Queries
Hi Team, Chat is an excellent addition to the tool. I have a few queries on the tool. Can you please help me with it. Can I select a default group, say helpdesk team to handle initial sessions. Close and Create request, will not override my existing business rules and close it.Right? After I complete a Chat on an existing Ticket, it gives me Close and Cancel . After I close, it doesn't get appended as a new conversation on the existing ticket. History tab says Chat was initiated and merged. But,
CMDB - Admin tab, Configuration Item Type configuration- Add Relationship selection box rendering incorrectly
ServiceDesk Plus Enterprise build 9301: The 'Relationship Type' dropdown box is not adaptive and ends up listing the Inverse Relationship option in a different row with an unrelated Relationship option if a custom Relationship Type name exceeds the set Character limit for the cell view in this list, e.g. Create a custom Relationship Type 20+ Characters long, e.g. Relationship = "is Senior SA (System Adminstrator) for" Inverse Relationship = "Senior SA (System Adminstrator) is" Go to a Configuration
Backup error after moving sdp to another server
Hi there I have been moving my sdp til another server(windows 2016 standard) Now i cant take backup of sdp. Not even from the command prompt. I have attached a picture of the error message i recieved by mail. And a picture off the command prompt stopping the backup. Also a picture attached.
What settings need to be made to ensure, any email updates are added as conversation to the ticket instead of letting it create a new ticket
What settings need to be made to ensure, any email updates are added as conversation to the ticket instead of letting it create a new ticket
Requestors EDIT_REQUEST
Hi all, Plaese help to understand the reason why requestor couldn't edit own request via REST API? http://xxx.xxx.xx.xx/sdpapi/request/137/?OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx&INPUT_DATA=<Operation><Details><parameter><name>subject</name><value>ТEST</value></parameter></Details></Operation> .. and the answer is <statuscode>3001</statuscode> <status>Unknown error.</status> <message>Failed to edit request 137</message> This request with engineers token works,
Error al conectar con correo
Hola tengo este error, como puedo solucionarlo? ERROR:Configuración de correo electrónico se guardaron correctamente. Pero se produjo un error al intentar comprobar la conexión con el servidor de correo electrónico - No se puede abrir el buzón de correo en el modo LECTURA/ESCRITURA. Gracias Saludos!
How to Query contract information
I need to query the SDP database for the Contract associated with various assets from an external application. We are running on Microsoft SQL I do have read-only access to the SDP database and I'm able to execute query commands, my problem is identifying the tables and fields to accomplish the task. So far I have the following: query the Resources table and lookup the RESOURCENAME which gives me the RESOURCEID use the RESOURCEID to query the ContractDetails table and get the CONTRACTID One
Approval in same stage.
Dear Support team, Since we start using ServiceDesk Plus we were able to record approvals on SR by clicking on Submit Approval button from action menu and we were having multiple approvals recorded in same request and in same stage, recently we discovered that the approval screen is not accessible if the SR had been approved by one person followed by the message as showing below,: Note: We are using free version of SDP. Kindly advise. Thanks with regards,
Top Banner Icons not working, the menu buttons are missing.
Please see attached picture. We upgraded from 9213 to 9300 and then 9311. We started the service again and tested on Win 7 with Internet Explorer and Chrome. The top menu area with the buttons for the Dashboard, Requests, Solutions, etc are there, but the menu options are blank white. Tested on Win 8.1 with Internet Explorer, Chrome and Firefox and had the same issue. We tried IE with Compatibility Mode and no change. How do we get our menus back? AJ
Access to Projects as ReadOnly users
I woul like to define ReadOnly users to be able to access the projet area. Is it possible? how? Tks for your feedback
Notification Bell stop working after upgrade
The notification bell for technicians stop working after upgrade. The notification are enabled in database.
How to redirect the requesters to the request list view after submitting a request?
Hello, How can we redirect the requesters to the request list view after submitting a request? I tried the following rule "on form submit" but it does not work: if($CS.isFormSubmit()){ parent.window.location="/WOListView.do"; } Best regards, Demetrius
which process can be don parallely in ITIL
Hi Dears i want to implement whole itil framework. therefor i want to know which process can be done simultaneity. and which process is per-requirement for another one. do you have any guide about this. best regards i will appreciate your help in advanced. best regards
is it posible to get the data from service desk to my own website?
I'm trying to connect to the database so i ca use the information on my own website. Is this possible or not?
Populating existing requesters with Active Directory info
We actually have Active Directory authentication for our requesters but now we want to populate requesters info by importing some fields from Active Directory. I have been reading the Admin Guide and it says: "If you have not yet imported requesters from any of the domains, you can import them by clicking Import Requesters from Active Directory link." The part in red is what troubles me. Can I activate the requesters import now that I have been running SDP for quite long time now without loosing
Inline images not displaying
Here is the problem we are facing - Inline images not displaying: This is what it looked like when it was working: I've performed no upgrades or alterations to the system, and the underlying code looks different. Here is the inspect elements code when the image is not displaying: Here is the version we are using: Please advise how to fix the inline images
Uninstalling service packs
Hello! How we can uninstall service packs? Uninstall button in updatemanager.bat script is not working. After some updates we want return to previos build.
Roles - Remove Approver from SR
Hi I was just wondering in witch role the removal of Approver is avalibel. Is it only in SDAdmin or can I add that to a technician role as well? Br Anki
chat on manage engine
is there a chat live fitur in service desk plus? thats mean between requester and technician can chat each other. thx before
ServiceDesk Plus Certification
Hello, can't find any answer and noone is replying on e-mail (metraining@manageengine.com; certifications@manageengine.com; sales@manageengine.com; prasanna.ra@manageengine.com) ?: how to get certified for a ServiceDesk Plus - need just the most simple certificate for my employer - what are steps to get certified?
modify the display of the request screen to have alternating colors
Is it possible to have the requests screen have odd and even rows be alternating different colors? See the example below:
Business rule not working
Hi, We have implemented service desk plus in our organization. We have defined business rule for subject and description nut it is not working. Kindly let us guide what configuration is required to run business rules perfectly. - Microlink
Integrate ServiceDesk Plus to Sharepoint
Hi We have just started to use ServiceDesk Plus. But we have all our documentation stored in a on premise Sharepoint solution. It's documentation regarding IT Services and Business Service down to basic support documentation for the IT department. We are working now to set up the CMDB and want to connect the documentation for each CI-item. Is there any way for us to use one or several links to our Sharepoint? We don’t want to move all documentation to ServiceDesk under the CI-typ Document.
Variables in custom views
Hi, is it possible to use variables in custom views? For example I would like to create a view for my techs that lets them view cases created by them - something like this 'requester' is %loggedinuser%
Not able to delete User created in ServiceDesk plus
Hello, I am not able to delete the user from ManageEngine ServiceDesk plus, which was created some time back. Please help. Screenshot below shows a user "dummy", which doesn't show checkbox to delete. Regards, Alekhya
Barcode Removed
Hi I added a computer to assets by running script, after a while I changed computer name and after that, entered barcode is removed , why this happend?
REST API - GET_REQUESTS
Is there a way to pull all detail information from the GET_REQUESTS operation? Am trying to pull all information for input into our BI and need to gather all available request data in one pull as opposed to getting a list with one query and querying each individual ticket. Thanks...
Manage windows upgrade license
Hello. We had all the Windows 7 license keys registered. We did the update for windows 10 and now a different product key is shown. What is the correct procedure for reallocating licenses? How should I mention that those keys were assigned to windows 10 through the update?
Script Update Automatically Status between Dependent SR - Parent Request & Child Request
I am looking control status Status between Dependent service request where Parent and child to be updated between each other automatically and to matched accordingly for example When Child Set as Under Development - Parent will be Awaiting Development when Child set as Internal testing Parent Will Be Open when Parent Set as User Working Child status will be User Working When User Closed Parent Ticket, Child Ticket will be closed. so how we can achieve this is essential Status Management
Field and Form rules - change field to compulsory
Hi, I have a field & form rule set up as attached. So basically I want the technicians in the Process Applications support team resolving the request to be forced to choose and option in custom field "Application Subitem" before the request can be resolved. This is not working though - the resolution can still be submitted without the Application Subitem being selected. If this has to be changed to "on form submission" what script do I use to this? Thanks!
Notification Template: Notification for Incident Technician/Requester
Hi Can you please confirm the Notification highlighted below goes to the Requester and Technicians of the Incidents linked to a Problem. Is the email sent when the incident is linked to the problem and is there anyway to insert the RequestID link in this notification?
How to check if user has approved a request?
We have a user as per the user he has not approved the request nor has he forwarded the same to anyone for approval . As per the system its approved . any other way to prove to the user its approved by him . kindly advice . Regards, Manish.
Import Assets etc from old version to the new version
Hi I was trying to import all of my organizations assets from the version 8.2.0 build 8213 to the version 9.2 built 9241. What I did is I created a report and save it as CSV file. But the import on v9.2 is always failed, especially when I use field Warranty expiry(one of the most crucial information that has to be imported). Is that the correct way to import by creating the report and then import from CSV or there actually a better way to do this. Cheers, Eko
Reply Not Working
One of our technicians has a problem when they select reply in a ticket, the reply doesn't show up in the ticket. The program acts normally but the reply is never sent. This happens in Internet Explorer 11. Chrome seems to work normally. We are currently using SDP version 9.2 Build 9232.
REST API to add requester
Hi, I'd like to add new requester using REST API. I've noticed that it was possible using Servlet API, but I'm having a hard time finding a method to do that in REST API. Kind regards, Kamil
Unable to Access Incident Templates
Cannot access Incident Templates from the Admin tab. Please see error screenshot attachment.
New asset state with assignation
Hi, I wish to create a new asset state, that keeps track of user assignation. We keep our older laptops as spares for when a user that normally doesn't have a laptop needs one temporarily. Every time I create an asset state, the system won't let me assign it to a user. Basically, I want to copy the "In Use" asset state. Thanks Frédéric
Stop Timer Has Yet Again Disappeared!
After performing service pack updates to go from 9240 to 9301 we have noticed the Stop Timer option under the Actions tab is gone! This seems to happen quite frequently with your service pack updates. Why? It is very useful. Did it get moved? Please bring it back!
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