Performance tuning
Would like some guide on how to do performance tuning on ServiceDesk running on a Linux environment with PostgreSQL database. Cannot find much information at http://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html
Java Heap space error when upgrading from 9400 to 9424
My upgrade is failing after the backup step when going from 9400 to 9424. This is extremely frustrating. The error is as follows: Oct 24, 2018 2:54:14 PM [com.adventnet.tools.update.installer.Unzipper] [SEVERE] : ERRUnexpected Error. Please click View Log>> for more detailsjava.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown
9425 Error
Hi all, We just upgraded to 9425 (Free License) For some reason, when I try to close a ticket, it says the following message: "On changing the site to "Main Office",the associated purchase requests will get removed. Do you want to continue?" We don't even have the purchasing module installed. Anyone else seeing this and have a possible solution? Regards, Sam
ServiceDesk Plus 9424 Released
Dear Users, SDP 9424 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change in 9424 SD-71761 : Earlier, while creating a request/ticket, the client machine's host name was stored in the request's history. Henceforth, only the client machine's IP address will be stored since the property 'enabledLookups' will be set to 'false' in 'server.xml' file by default. You can revert to the old behavior by setting the
Conversation Notification
Hi all, Is there a way for a requester to have, in the request view, the conversation icons (or a workaround that allow the requester to be aware, without opening the request detail view, of a new incoming conversation) that is normally available for the technician? Best Regards Antonio
Question about SMBv1 and ServiceDesk Plus
Hi, I read here "https://pitstop.manageengine.com/portal/community/topic/smb-v1" that disabling SMB v1 breaks AD-passthrough/SSO in older versions of SD+. But in this case, does Active Directory authentication and user import from AD still work even if passthrough does not? Regards, Alexander Region Halland
is KEDB Still not available??
Dear, is KEDB Still not Available??? can you Please explain Step by Step how can Mark as known error be useful when a new incident is being created and self service setting " Show Suggestions to requesters while creating new Incident Request?" is set to YES
Incident/Service Additional Fields
Is there anyway to populate these fields with data using .csv files? Or any other method possible rather than having to manually input data into them? An SQL Input into the table?
Assigning tickets to Support Group based off of site.
Currently evaluating SDP and we have around 80 sites divided into about 5 regions. Would like to assign tickets to different support groups based off of the region the requester is located in. Any suggestions?
Configuring Request Templates
I was about to start trying to configure the request templates to remove the boxes that we don't need when I saw a similar post, the reply to which was that the default templates are being changed in the current beta version. I took a look at it online and it looks like ManageEngine are removing some of these same boxes. As I don't want to waste time editing templates that ME are going to change anyway is there any indication of when this beta will become a release version.
Unable to assign technician to a request
When we assign a technician to a request, after clicking Update request the technician field is still saying Not Assigned. We had with the issue with 9421 and we have just updated to 9423 and we are still seeing the same issue.
Images in Worklogs
Hi, It would be handy if you were able to paste an image directly into the Worklog of an SR. Is this something that has been raised previously?
After upgrade to 21 I am unable to send emails through ticket system
After upgrade to 21 I am unable to send emails through ticket system, error log is: Caused by: javax.mail.AuthenticationFailedException: No authentication mechanisms supported by both server and client at com.sun.mail.smtp.SMTPTransport.authenticate(SMTPTransport.java:829) at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:730) at javax.mail.Service.connect(Service.java:388) at javax.mail.Service.connect(Service.java:246) at javax.mail.Service.connect(Service.java:195) at javax.mail.Transport.send0(Transport.java:254)
Can't reply back to requester (Mail to Requester)
Hi. We have recently moved to GMail and I am having issues. A requester can email helpdesk and it will show up on the dashboard. But the technician can't reply back to the requester, I get a "Sending notification failed" message. Any help will be appreciated. Thank Roohul Please help.
Restore fails with error: "filelist.txt does not exist in the selected backup file"
Hi all, While trying to restore data from the production instance to staging, the following error is generated at the beginning of the restore stage: filelist.txt does not exist in the selected backup file The SDP build is the same for both instances. SDP Build: 9422 OS: Windows Server 2016 DB: MSSQL 2012 Please advise. Thank you.
api json or urlencoded
I've got big issues getting SDP integrations to work and have found out that i can't send content-type: application/json. When i change to content-type: urlencoded things work better but then we have to filter out important data. I've got a json string with extracted data from our monitoring system and i have tested it in a json verifyer with success but SDP just fail to receive it. Does anyone else have the same experience as i do.
ServiceDesk Plus 9425 Released
Dear Users, SDP 9425 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Vulnerability SD-61216 : Cross site scripting vulnerability in change password. SD-73218 : Information disclosure vulnerability in Contact Support section under Help. SD-73219 : Cross site scripting vulnerabilities in Language section of the Personalization menu. SD-73928 : XSS vulnerability in Personalization menu. SD-73929 : XSS vulnerability in
Work Log Timmer triggering Request status change
Hello here! I wanted to find out if it is possible automatically change request status when triggering "work log timer". Work Log Timer - Start, changes request status to "In progress". I`m seeing it so: When request falls in Service Desk, status is "Open" When Helpdesk assigns request to Group/technician, status changes to "Assigned" When technician picks it up for work (triggers "Work log timer"), status changes to “In progress” So in Time Elapsed Analysis could be seen how much time pased when
Report for Resolved Calls
We are trying to get some statistics for number of closed calls per engineer but it seems that if the Engineer was not assigned to the call at time of closure then the stat does not show in the report. Can we have a report that shows number of resolved calls and who resolved them? Whether they are assigned to the call or not.
Change Management
Under each phase in change mgmt you add information I.e. under planning you can add Downtime and under Implementation phase I.e. Tasks. I can't find any template or where to change/remove/add this information under Admin module? Kind regards Thomas
Failed to send notification
I am currently stuck on Build 9415 as any future update seems to break the sending of notifications. I noticed in 1 of the patches it said it fixed the issue when Office 365 was involved, however I still have the issue. I apply each patch in the hope that i'll be able to send notifications after the update, but it keeps failing so I keep reverting to my previous VM snapshot so I can work again. I'm only a free user so unable to use the support feature in ServiceDeskPlus so any assistance here would
Custom Trigger using VB Script
Hello - I have a field called "Monthly Reporting" and it's a custom field with 12 values: 01-Jan 02-Feb etc However, each month, I need to reset this field manually. I was wondering if someone can provide a VB script example to update a field and then I can do this via custom trigger each time a request is created so this can be dynamic instead of manual. Thank you.
Request - On submit script to update description
I am trying to create a script to run on submit of the request that uses user entered information to create the description. based on the examples and sample code in ServiceDesk Plus I have created the following script. However, the description is not
New incident stop automatically setting site on requester
We have ServiceDesk Plus version 9.3 Build 9313 When creating a new incident, after selecting the requester the site field is automatically updating based on the requester selected. We'd like to disable this so that the site that the technician sets does not change when the requester is selected. I can't see where in the settings is any option to disable this. Is this a setting that I can change? If so would someone kindly be able to show me where this is/how to change? Thanks.
My Details - Requester
In the My details of the requester , adding a field for Assets which will show the assets assigned to the respective user will be more helpful for the end user to identify any assets under his name.
Alert non Technichians of new starters
Hello everyone. I'm wondering if anyone has set up alerts to go to non Technicians as an FYI situation for on-boarding of staff? Currently when we have a new starter there is a workflow for Technicians in creating the new person in the system - but I would like to set up to automatically email our Payroll, Finance and other units so they can start their processes to start adding the starters to their systems. They don't need to complete tasks in Service Desk - it is only so they are aware of the
requester log in time stamp or report
is there any reoport that show last time requester has logged in?
REST API - Tasks
Hi Cannot see anything in the documentation how to create tasks in a service request using the REST API. Is it possible? BR Hans
Install SDP Recommendations
Dears , I need to know what do you recommend to install Servicedesk plus OS Version , SQL Version & hardware Requirement. Thank You
Please help me, The emails Fetching Stopped - Incoming and Outgoing
Please help me, The emails Fetching Stopped - Incoming and Outgoing
Multiple Support Groups and Office 365
We want to use multiple support group email addresses via an Office 365 tenancy but this can't be done without actually using a local SMTP mail relay server which is annoying. There are three ways of sending email to Office 365 - Full authentication, direct send or use a mail relay. https://support.office.com/en-gb/article/How-to-set-up-a-multifunction-device-or-application-to-send-email-using-Office-365-69f58e99-c550-4274-ad18-c805d654b4c4 We are stuck with one of two problems. If we configure both
iOS crashing
Hello! I recently updated to version 4.5 of the Servicedesk app that was just pushed a few hours a go and I can no longer log in to our organization's servicedesk server. I deleted the app and reinstalled it, and while I can still enter the information to log in (the server address, username, password) it crashes as soon as I submit the log in information. However, I am able to log in to the demo. I'm currently using an iPhone 6 Plus with iOS 11.3.1 installed. Is there anything I can try and do?
Schema BD
It is possible to obtain a complete schema of the system database. Well, I have seen in the forum many post where they talk about tables that are not specified in the diagram that come inside the software. For example, in the request module there is a table called "WorkOrderToCI", in projects "ProjectStatus" and it does not exist in the description. Is there a way to know all the names of the tables that make up the database?
Significance of Owned By Field in Support Groups
can you please explain the Significance of Owned By Field in Support Groups. how it affects the request
Business Rule: Change Requester?
Is it possible to change the requester via business rules or custom triggers? Here's our scenario for needing this: We currently use Zoho Forms for hardware/peripheral requests. Once the form is filled out, an email is sent to our SD+ inbox & CC'ed to the user who filled out the form. The ticket is created normally but the requester is always "notifications@zohoforms.com". It would be nice to have this automatically update to whomever is in the CC field of the email, instead of having the techs do
Administrator and Guest user and password at login screen
Hello, How can we remove Administrator and Guest user and password from login screen in all users ? Thank you
resolved report
Hi I am looking for a report that I can report on who resolved or closed a request. I have got a report but I also want to select the date rang for the report. The report that I have only show the resolved request that are created in a date range. So basically I am after who resolved what this week or last week or specific date rang. The below is the report I have but is only showing the created requests. select wo.workorderid "Request id",(re.first_name) "Technician", case when woh.operation='RESOLVED'
Solar (Hijri) Calender In Service Desk
Hi I have a question about calender of service desk can i add solar (hijri) calender in service desk my self ? if answer is "YES" please help me to add this calender thanks for help
Icons for Template Categories
Hello team ! How can I change an icon in "Template Categories" list? Unfortunatelly all icons in new created categories are the same. Thanks
Cannot import SSL certificate using he UI
Hi all, We have tried to import an updated SSL certificate, in .pfx format, using the the Admin\General Settings\Import SSL Certificate wizard. The error is: "The password entered is invalid for the certificateEndReply.pfx certificate" . The used password is correct, we have tested it by importing to the local computer store. I have attached a screen capture, and the method used is from here: https://help.servicedeskplus.com/introduction/install-ssl.html$Step3a SDP Build: 9422 OS: Windows Server
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