Doesn't restore a backup made
Good Afternoon, I want restore a backup from server old to server new, the process ended successfully but when I go to the web platform , shows me no information, as if I had finished installing I don't know what happend, please, can anyone help me?.
User survey returning 404 - all other areas work fine
We are just beginning to test the user survey before we push out a pilot. I've created a test survey and the notification on close is working (I receive the email regarding the survey). However if I click the survey link button, I get a 404 error immediately. the link itself seems valid (http://helpdesk is our direct link for the helpdesk no port required) http://helpdesk/sd/SurveyDetails.sd?surveyData=28e9182aaade180c3a315a4f9c483a9f6116cb41 But following that link from the email just returns an
Lease option import from csv
Is there a way to import Leasing information (start to end date) from a csv file? I have over 400 assets that are leased. Creating a separate "leasing column" will not work since we are using the notification option to notify us that the Lease is about to expire. SDP verison # 8114
Shrink install size
Over the past couple years, as we've used ServiceDeskPlus and, especially, as we've upgraded it, the install folder has grown to several times its original size. I'd like to shrink it down, without damaging the installation. Are there any locations where old/unused files from previous builds can be removed? Backup files from old builds, etc etc? Thank you,
Custom Query for Closed / Resolved Previous week
Hi all, i have the following query which works for the resolved but i would also like to include closed What would be the best way to incorporate both resolved and closed in to the report Thanks in advance select MAX(aaa.first_name) "Resolved By", COUNT(Distinct workorderid) "Count of requests" from workorderhistory woh left join aaauser aaa on woh.Operationownerid=aaa.user_id where operation='Resolved' and woh.OperationTIME >= <from_lastweek> AND woh.OperationTIME <= <to_lastweek> GROUP BY aaa.USER_ID
Using the Asset Agent what determines the computer CMDB types
Using the Asset Agent what determines the computer CMDB types. When the agent sends data to the main ME server it registers as various CMDB types, what determines that and if we choose a different type will it change back on the next agent upload? As Example: Windows Servers vs Laptops vs Desktops are not all correct. Thanks Ken
Query Report - Matrix Format
Hello, Is there a way to create a matrix report based on a custom query defined by the user? Specifically - I have created a query that provides the output below, but I would like to have the year as the column headers and the count by product type below it. Thank you, James
Business Rules Logs
Are there any logs for the Business Rules? Have rules setup but need to see what is working and what is not, so would like to be able to see what gets triggered or not. Chris Trauner Network Analyst
leased asset email
Hello, is it possible to receive an email (IT group and user) when the lease time for the asset is expired? Greetings, Jeroen
ServiceDesk Plus and ADSelfService Integration
Hey Guys, I have a it of an issue, I am trying to setup an integration to ADSelfService from ServiceDesk which are both located on the same server. ServiceDesk Build = 9232 Protocol = Https Port = 448 ADSelfService Build = 5318 Protocol = https port = 443 In the General > ME Integrations tab under ADSelfService Plus. I have tried the following things. Server name: *SERVERNAME* e.g. LONAS01 Server Port: 443 Protocol Settings: https Servername: *Private Ip Address* e.g. 192.168.1.10 Servername: *loopback*
How to configure a change template in ServiceDesk Plus.
Hello Folks, Trust you all got to see the earlier quick how-to videos posted on ServiceDesk Plus. In case you missed them, head here . So here's another short how-to video on creating change templates in ServiceDesk Plus. Are you the change manager who intends to make the RFC (Request For Change) creation easier for your users? Then here's a quick hack for you to implement it right away. Configure change templates that let you customize the forms for the most common and frequently requested changes.
When is a ticket considered " responded" ?
Dear All, This is a very basic question, but I wasn't able yet to find the answer to it. When will a ticket be considered as "responded", stopping the clock for Response Time SLA? I don't seem to be able to find the specific action to see that the ticket has been responded to. Kind regards, JS.
Openfire + Manageengine
I have an corporate Openfire server (own IM server with users, like ICQ)Can we send notifying about status task to the jabber account?
Another option for order the request...
Dear sir, Dear sirs, We are testing the SDP, and my users ask me, if it is possible to order the tkt for 'news', in other words those that have been created, modified or have received a response ... and are pending to see for the technical. We have the bell, and the text highlighted in bold, but rather confusing ...
Automatically import requester CSV file in SDP
Hello to all, is there any way to import automatically CSV file for requesters? We see this option in SDP requesters admin tab but it's manual and we would like to create a task for automatically update. Thanks in advance
Since 9230: one Service Catalog form won't allow setting technician
Hi all, has anyone seen this - we have a service catalog form, which since we updated to 9230 yesterday will no longer retain the technician. You can pick up successfully, buy if you click on the group and technician fields to assign it that way, or use the assign function, it will set the group ok, but it never keeps the technician. The technician goes back to Not Assigned. so far only noticed on one form have tried editting the form to remove technician and group and add them back again. cheers.
Error after 9234 Update. XSS Vulnerability code detected in URL
Dear All, We have strange error after 9234 Update. Database - PostgreSQL. We have some Custom Reports emailed (every mounth, every week) with Requests resolved by each Technician or assets in use by sites (see attached screenshot). Situation 1. When we try to Edit request with report (Something like change status from "Open" to "On hold") - and save - Get error "XSS Vulnerability code detected in URL. Some script tags are detected in the values passed to this screen. This could be a Cross
Has anyone seen this Survey Error?
When customers click on the link in the User Survey, they get this error: It is very generic so not sure what to troubleshoot.
mandatory field in task assignment
is it possible to make a new task assignment have a mandatory selection? I want to make it so any technician creating a task is required to select a group.
Purchase Order - Incorrect Quantity Error - chrome
Please make it so when using Chrome, if you forget to put in a quantity, you don't lock up chrome completely with errors saying there is an incorrect quantity. Instead just error once and let it be cahnged.
Onboarding and Offboarding
Does anyone have any tips for creating onboarding (new hire) and offboarding (terminations) templates? Thanks
Escalate unassinged requests
Hi, Is the anyway to auto-assign unassigned request after a particular period has passed. We needed to do this mainly for requests submitted via email, these are usually handled(assigned to techies) by the service desk coordinator, but in cases where she is not at her desk, or if she misses a request, that request may remain unassigned until it violates the SLA. We prefer not to use the normal technician auto-assign feature because we have a lot of support teams and the service desk coordinator
I need to hide many unused Configuration Items Types, is there a way to do this at the DB level or using the REST APIs?
I can not find a way to hide many unused Configuration Items Types using the Web UI, is there a way to do this at the DB level or using the REST APIs? Thanks Ken
ServiceDesk Plus does not run...
Hello, I've just updated the ServiceDesk Plus to newest Version yesterday. It says that its completed successfully. I then start the Manage Engine Service Desk plus in services, but i can not connect the client to it. It says connection refused. Then i do following steps: - Stop ME Servidesk Plus services. - Open CMD in Admin mode and execute the run.bat in bin folder. - After some minutes, it says that i should start the client. The client runs OK. Now the thing is, - The ME Sevicedesk Plus service
CMDB REST API - Input JSON
Hi, We are looking at some amount of inventory management being handled via API, but while we find some documentation for the CMDB API with XML inputs, there does not seem to be much that talks about JSON formats. Is this supported? Is there any documentation available?
Issue with upgrade
I am trying to migrate from an old 2008 server which has version 9.0.36 on it to a 2012R2 server. I currently have version 9.0.0 installed on the new 2012R2 server however when I upgrade i get this error . I have attached the error log. I need this working by Monday so if anyone has any ideas, that would be great
SLA Reporting - Actual Ticket Open Time
Hi there, I need to know the actual time the ticket was open and with the technician. I want to exclude the waiting and on hold times and find out the exact time it was with the technician. Any help in getting this information from the reporting would be appreciated. Thanks and Regards, Augustine
Reporting on Multi-Select Fields from SQL
If I have an Additional field that is a multi-select; what is the proper syntax to report on it from SQL? If you can show me an example using additional field UDF_CHAR39 I'd appreciate it
Permissions required to scan virtual Hosts
What permissions are required for SDP to be able to scan and search a Virtual Host? Do permissions need to be setup on the Virtual Host for SDP to be able to scan it?
Tickets opened today
Folks, I"m a little embarrassed to post this, because it should be obvious, but perhaps I'm just tired. I need a Request View that shows all the tickets that were opened today (regardless of current status). Please help me and my weary mind...what did I miss? Thanks, Adam
Question about service request Form & Field rule
can I create (form & field rule), to put the service request state (on hold) till it reach (specific date) field defined by requester on the request, (e.g.: Joining Date), & when reaching this date, the request opens & start counting the relative SLA time. Thanks,
ServiceDesk Plus 9235 Released
Dear Users, SDP 9235 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9235: SD-65253 : Unable to perform agent based scan when SSO is enabled in server. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Service Request SLA "responded by" trigger
In a Service Request, what will trigger the "responded" in the SLA. Or...what do I need to do so the ticket will know that I have responded to it and I'll comply with that SLA time frame?
java.exe over 90% CPU
Hi, Today, Java.exe process went up to 90% CPU and has not gone below for 2 hours now, preventing doing anything with the aplication. I can't even log on. Previously, SDP was working like a charm. I restarted the server, but when back up, java goes high again. OS Windows Server 2012R2 DB SQL 2014 SDP version 9.2 Build 9233 I can´t generate support files, so I attached the complete server\default\log folder. Please let me know if you need some additional information. Best regards, Rodrigo.
Full HTML email support
Hey guys, It's a feature that's been requested quite a bit over the years and I can't find if there was ever any movement on it. We are attempting to 'rebrand' our helpdesk and one of the aspects of that is consistent communication. Bot having full control over the notification's is seriously hampering that. I've searched the forums and roadmap but I can't see anything on there? Thanks!
View all incidents associated with a problem, even when they're not assigned to you
There should be a setting that allows a technician to see all incidents relating to a problem they're working on, even if the incidents aren't assigned to them. I have a number of technicians who are only able to see incidents that are assigned to them. If I create a problem and assign it to one of these technicians, the incidents tab only contains incidents that are also assigned to the technician. This is not good as a technician investigating a problem will probably need as much information
SMS Business Rule Notification Not Working
Hi all, I'm trying to make a business rule that alerts one of my techs when a request is put into a certain group. My challenge is on the SMS side. To start email is working just fine including a connector in exchange. In and out bound no issues. Notifications with emails are also working. I've entered (into SMS Mail ID) and manually tested via my exchange environment that PHONENUMER@carrier.com which is successful. I've looked through the Notifications area to see if I need to enable anything but
How is Asset State determined?
How does ServiceDesk Plus determine Asset State?
Showing Tickets to Email Group
Hi there, In our organization we terminate people through ServiceDesk. We also copy an email group in the "E-mail Id(s) To Notify" field. I've created a group in ServiceDesk called Terminations that can see the Terminations template, but I'm trying to get it so everyone in the ServiceDesk Terminations group can click the email link and view the ticket details and attachments associated with the ticket. What we get instead is the "Request does not fall under your permitted scope" error. If someone
FAILURE Site with same name already exists. Please provide a different value
Hi, We are getting the below error message after deleting a Region without deleting the sites first and trying to add the old sites again to the system FAILURE :Site with same name already exists. Please provide a different value. Can anyone please advise how to delete the old sites from the Database as they are not showing in the web console? thanks in advance
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