How can I change "administrator" password? MySQL DDBB
Morning, I want to change "administrator's" password so what a need is MySQL script to do it and the steps to encrypt de password. Servicedesk Plus version 9.2 Thanks in advance.
Requester does not exist / Question about request collaboration
Hi, When I want to create a request by one of the user, there is still problem. On one of the workstation, when I try to create a request with this user i get a statement: "Requester does not exist". This situation occurs only on one workstation. I have tried to delete cache, extracted and i have tried to edit this requester, but it didn't help. Have you some idea, how to solve this issue? Second issue is question about request collaboration. In which place can I change a port of this function in
Job List
We're planning on using the helpdesk for general maintenance tasks and what I'm looking to do is generate a job list that I can print off and give to our maintenance team. Something that looks a bit like this: Job: 1 Created on: (date) Description: Replace the light bulbs here Job:2 Created on: (date) Description: Fix something else over there From what I have seen so far the reports don't show request details. Is there any way to do what I am trying to achiev?
LDAP Authentication
Hi All, Is there any document with an example for working and configuration of LDAP authentication in Service Desk Plus ? If yes please do share with me. If no can any one please explain it with an example ? Thanks Arjun
NTLM Failed Redirecting To Login Page...
Ran into this error today. Clicked on an entry (the only one to do this so far) in the assets/workstation tab and this is what loaded: NTLM Failed Redirecting To Login Page... The page rapidly reloads. No way to generate a support file. Thank you, Darran
Trigger business rule when request is assigned to a particular group
SDP 9209 I have created a business rule which triggers when a request is assigned to our developers group. This works fine if the request is assigned using the template (ie by editing it). However the business rule is not triggered if the request is assigned from the request list view or via the Assign operations menu option. Any ideas? Thanks, Roy
Log Out/In lose domains
When I log out of SDP, they refresh to log back in, I enter my credentials but only have LOCAL AUTHENTICATION available. Prior to entering my username, the list is populated with the proper Domain Names. Why is this?
Tasks in non assigned Support Groups
Scenario: - 2 Teams (Team A & Team B) - 2 separate Support Groups with assigned Technician rights to only 'view Requests in Assigned Groups' - Team A receives requests that requires Team B to complete some work - Team A assigns a Request Task (under Team A's SG) to a Team B member to complete - Team B member completes the Task and closes the Task Question: Is it possible to prevent the Team B member from viewing the parent Request and only have access to view the assigned Task? Currently the Team
Approval action responses creating New request
When may approvers approve a request the response email creates a new request in service desk. How can I stop this from Happening. This is something that started with a greater frequency when updated to 9.2 build 9223 running mssql.
Service Desk Plus new logons are NOT working for web based forms
Please can I log a new prioritised ticket relating to a vulnerability discovered today. We are experiencing an issue whereby any users who are using desktop icons/links and have logged off from Service Desk Plus cannot log back on to the service. We identified that our Palo Alto Firewalls had a software update and has discovered an historic/old vulnerability from 2005 (see link below) http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2005-2006 It is therefore dropping/refusing any new connection
Barcode Field is missing
Since upgrading to 9224 - the Barcode field is missing from the Workstation / Server Report builder. It does still appear to be available in the "All Assets" module. I also noticed that anywhere I had a duplicate barcode in my asset database, you renamed it. This kind of information would be valuable BEFORE an upgrade is performed. Maybe notification in the ReadMe file? I had a specific use for duplicate barcodes. Below is my weekly audit report that no longer has the Barcode field. Please
Where is the Response Time defined in Service Catalog SLAs
I'm really try to understand all of the time-based reporting, what starts and stops the clock, and how we implement SLAs against them. In mail-based SLAs, one is given the opportunity to define both a target Resolution Time SLA and a Response Time SLA. However, in the Service Catalog>Service Level Agreements, one is only given the options to define an "Agreed Upon Time." Aren't we missing the response time definition, or am I missing something here? Thanks, Adam
Logs for adding notes and replies?
One of our technicians swears he's sent replies to tickets, but emails are not delivered and notes aren't showing up. He asked me to watch him send a reply this morning, and naturally it worked. He says he had already sent two replies on that ticket, but they weren't delivered. They don't show up in the history of that ticket. I'm wondering if there is some sort of log elsewhere that I might check. He also says he's added Notes to tickets but they also sometimes don't show up. Could there be
ServiceDeskPlus for Linux
Hi, I wanted to use servicedesk on Linux, the version what i am getting for download is Ver 8 and there seems to be no updates after 2014 which makes it 2 year old product. is this correct that manageengine is not supporting ServiviceDesk on Linux whereas the Linux is now mianstream and embraced by masses, why are you shying away from it? Why should I pay for SDP which is forcing me to buy Microsoft OS too. and if there is Latest version of SDP9 available for Linux please provide me the download
Requester email replies appends requester Subject to technician email notification
When a requester replies to an email, the notification email sent to the technician includes the Subject from the requester in the received email Subject which has a "Re:" and a duplicate of the ##RequestId## as shown in the screenshot. Is there a way to have the system remove the requesters Subject from the email reply before it sends the notification email to the technician so it only has the Subject sent to the technician as defined in the templates Subject at Admin > Notification Rules > "Alert(or
Assign Service SLA within Form and Field Rule (for Services)
Hi, By using field and form rules in a service template, I can simplify and reduce the numbers of services in any Service Category. However, I found that I am unable to assign different SLAs based on a field value (as example, sub-category or item). Now I have one service request template used for different sub-categories, but without any SLA assigned (each sub-category or item could have different SLA). By using Business Rules (Service Catalog), also I have no option to based on criteria assign
Hi, Can someone please share a query which can enlist all the service request approvers !Help Appreciated.
enlist all the service request approvers
SDPlus Incoming Mail Fetch Problems with Google Apps
Hi... I'm having an issue getting the Mail Fetching ( Incoming ) working properly with SDPlus on a Google Apps mail account. I'm using SDPlus 9.2 build 9211. I know that my username and password are set correctly. Any help in getting the correct settings would be very helpful Thanks...
Error when using SNMP to scan PC Windows 7
Hi all, My SDP is installed on the Linux server with CentOS 7 distribution. So, I can't scan Windows PC in my networks. I using SNMP to scan these windows PC. But, it unsuccessful and it show messenger as below: Error : Cannot identify model of this device. Please help me resolve it. Thanks for your enjoy!
Organize Request Filters
I noticed on the mobile app that you can adjust/remove request filters. Why is this not available from the web client?
Update failure 9207 to 9213
Hello All Having issues updating to from 9207 to 9213 (i know there are patches after, but tried those with the same results). The updatemanager fails and throws error about trying to read ARC_ServiceReq_XXXX and ServiceReq_XXXX where XXXX is a valid incident number whilst trying to do the pre-install backup. If I look in my DB (MS SQL) I can see other tables similar which are blank , so a quick create from and add in the tables then it proceeds until it hits another one thats missing. Original install
Catagory / SubCategory display to requester option
Want ability to hide certain categories to requesters (only visible to Techs/admins). For example, would not want requesters having the ability to create a new request and set it for the "Security / Firewall Down" category/subcategory. The users are not in a position or qualified to judge if the firewall is actually DOWN, etc. Not all categories and subcategories need be visible to the end users. Techs need a robust hierarchy of categories to properly document issues - but the ability to hide all
Windows Authentication Required Window Started to Show Up
We were having an issue where we could not log into SDP because of recent changes made to Firefox. Did some digging and located a fix in the forum that added a ciphers line to the server.xml file. This fixed the problem. I upgraded to SDP 9.1 and now we are having an issue where every time we try to log into SDP we get the Windows Authentication Required window pop up. Clicking Cancel brings us to the ADP login page. Does anyone have any idea why this is happening and how we can fix this? We
Questions about the license management
Hi there, we have installed here for example, the NCP VPN software in different versions on the client. Software_51 Version="10.02.25056" Name="NCP Secure Client - Juniper Edition" Location="C:\Program Files\NCP\SecureClient\" Key="{81C44F7F-5A1E-4FA9-ADE2-B84C866B8091}" Usage="Not Known" Vendor="NCP engineering GmbH" InstallDate="20151102"/> <Software_23 Name="NCP Secure Client - Juniper Edition" Version="10.04.26745" Vendor="NCP engineering GmbH" Location="C:\Program Files (x86)\NCP\SecureClient\"
Email Fetching/Sending(Office365) from AWS Hosted server behind a loadbalancer
I recently setup an instance of ServiceDesk Plus (9.2 Build 9224) on aws/EC2. Everything works great except the email interface. I cannot get the program to fetch or send from the attached 365 mailbox. I'm using the default office settings for IMAP and SMTP. IMAP Server name: outlook.office365.com Port: 993 SMTP Server name: smtp.office365.com Port: 587 Anyone had similar issues and able to resolve them? I had this up and running on a local machine, mapped to a gmail account and it seems to work
Absence of service field "Editor"
Hello, Refering to https://www.manageengine.com/products/service-desk/help/adminguide/requests/editor.html I can't enable the editor while configuring the Service Request Template. The service field "Editor" is absent in Technician and in Requester tab. Furthermore field name "Editor" is not reserved, I could create this field name in incidents additional field. SDP 9.2 Build 9226 What I'm doing wrong? Thank you.
Restore "Production Setup Confirmation"
There is a prompt that comes up when restoring data asking whether the restore is being done on a production environment. What is this for? I would assume that the restore process would be the same for all databases, whether they are test or production?
Importing users from Active Directory: Can I prevent site creation?
We use AD import for bringing in new user accounts. Those user accounts are sometimes created incorrectly, and the tier 1 tech has erroneously entered the office location (which we map to Site). It seems that when this is done, the import creates a new site. I'd like to prevent that as I'm continually cleaning up the sdp requests and having to move them from sites and disabling those sites. Is this possible to prevent the import if the Site is not available? If not, can I please have a feature request
Personalized Password
Which manageengine's version allows to manage passwords parameters to technicians and costumers without the activation of AD or LDAP?
Dynamic Send Email
When a technician replies to an email, is it possible to setup Manage Engine so that the send to address is the address of the technician? Right now, we have a static address setup in the Outgoing mail settings and want to know if we can make it dynamic based on the technician's email address.
Add NETGEAR NAS to Assets
Has anyone ever added a NETGEAR NAS to Service Desk and gotten the scan to pull all of the details for it? If so what configuration did you use for the scan?
Change Management Approval Status
What toggles the Approval Pending status of a change request? Our change request work flow is fairly simplified, where each stage each stage has an approval, reject, or RFI status. We do however move the change request from directly from the Planning stage to Implementation stage, skipping the Approval stage. We do not have CAB and it seems redundant for the Change Manager to have approve the plan then turn around and approve it again. I have attached a screen shot of several changes that have Pending
Ticket Age and Idle Time
It would be great to be able to see the age and idle time of a ticket within ME SDP. Age = Days since created date Idle = Days since last update To get this I currently need to export the data into excel to calculate it using '=today()-cell-refernece'. The created and last modified dates are of course useful but does not have the same impact as the raw number.
Setting up SDP Failover 'java' is not recognized as an internal or external command
I am running the invoke command to mirror installation and I am getting the error 'java' is not recognized as an internal or external command
CAB members cannot view changes
We have some requestors as part of our CAB. When they get a notification to recommend a change, they cannot view the change because they are not a Technician that has permission to view changes. They get the "You are not authorized to view change module and details" message What do I need to configure so a normal Requestor who is part of a CAB can look at the changes they are listed on? Here is the email template that we use. You will notice we do have the $approvalLink The following change request
Include attachments in replies from Service Desk
Our Users would like to have the attachments included into replies that they receive from ServiceDesk for requests that they have opened.
Duplicate Email Tickets Solution?
We're extraordinarily interested in this product. I've seen a number of posts about duplicate tickets created by way of email replies. I also understand a fix/feature had been in the works. Is there a status on this? I cannot tell if it was ever resolved. Alternatively, has anyone thought of a workaround of some sort such a preventive maintenance to merge tickets or something (if this system is even capable of that)? I've also considered if this was implemented on-premise then technically a few scheduled
Help Operating Hours alternative
I have two analysts that have different hour than other technicians. How to configure these to auto-assign only in your hours of work? Auto-assign is the feature more importante to us! Tks
Unable to login
Hi, I am new to servicedesk plus. I just completed setting up organization details and general settings. I think I've configured the general setting wrongly and now I am not able to login to all the accounts (initially it is working). I noticed that the login screen required a domain, and I do not have any domain configured. Please help. Thank you.
Closing multiple requests with one main request closure, is it possible?
Hi! I use to have different ticked managing system, there was a functionality to relate requests to a single main request, then main request can be forwarded to the support and all related requests can be closed with this request closure. This is a good feature to have in case there are many users reporting the same issue. For example coffee machine is down on floor 4, and all the users located there will report the issue. It's convenient to close all problems at once when machine is fixed, sending
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