No blank space when requesters reply
Hi, We have received feedback from our customers that when they hit Reply to a conversation in a request, there is no blank space for them at the top to enter their text. They need to hit Enter multiple times to create blank space for them to reply (or delete all the existing text). There does not seem to be an area to customise the reply template for requesters to add any blank lines. We have done this on the technician reply template, which works fine, but there is no option for requesters. Thanks,
I want detailed explanation to...
Hi everyone: I have the Error: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. So, I ruined the process (I think) about http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html And then... C:\ManageEngine\ServiceDesk>gencert.bat MYSERVER 995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert MYSERVER Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\cacerts...
update fails
Hi I can not update my SDP. please find attachement for discovering the root cause and give me solution. Thanks
JSON file not returning all data in the request
We use many additional "resource fields" in the Service Requests and I need to access these fields in a script. I have created a custom trigger which launches a Python script that reads the JSON file generated. Problem: I only see the additional data when the ticket is edited NOT when its created These steps are a summary of the current process: Service Request is created and the additional resource fields are populated. The JSON file data dump shows all the additional "Resource fields" as
Custom Report
Could someone kindly help with a script for the following report on PGSQL and version 9.0 Build 9035 Request ID Level Priority Category Subcategory Root Cause Time from Creation to first Assignment Time from first Assignment to Resolution Time from Resolution to Closure Regards
Automated Tasks?
Greetings, I am looking to automate a few steps in a process for terminating employees. There are multiple teams that need to be notified and we want to do this with a template and with tasks. We will have a Distribution list that our HR team sends a notice to. This DL will be forwarded to Service Desk Plus to have the ticket request open. I need a few things to happen once it comes in. 1- an email needs to be sent to several executives on our IT leadership team- we
In custom reports, allow "grouped by" column to still appear in report
Good morning, Currently when I write a report, as soon as I "Group By" a column, that column is removed from the report details. As a result, my report is difficult to read on screen as I need to scroll to the page with the summary of the group to know what I am looking at. Example, if I list all closed tickets for a time period, grouped by technician, there may be hundreds of tickets closed by a particular technician. Before those 100 tickets, the name of the technician appears, but I might have
Tickets chaned from rejected
HI. Is there a way to get a report of tickets that had a rejected status but they are changed to another status right now? Appreciate any response. Thanks
Error renaming a Support Group
Hello, We are experiencing problems while renaming a Support Group. Situation: "Group A" was created long time ago (maybe 2 years) under "Default Settings" with several Technicians assigned, its own "Group E-mail", etc. A huge amount of tickets have been assigned to "Group A" since then (maybe 200.000 or maybe more). Now we want to rename it to "Group B", we tried to do it by clicking "edit" button and entering the new name "Group B" and clicking "Save". The application became unresponsive for a
server migration from mysql to mssql
Hello, I'm trying to restore a backup from the current environment to a test environment. The current server is a W2008 with servicedesk 9118 and mysql i want it to restore in W2012 with servicedesk 9118 and mssql 2014. I've created a backup --> did a restore with servicedesk --> start servicedesk in the test environment. but now i'm having a blank login page. See image. I have no idea what i need to do. Can you help me
Change Request stuck at Approval
Hi, a colleague has recently submitted an Emergency CR. This is using the standard, out of the box Emergency template and workflow. For some reason, despite being approved by the appointed CAB members, it seems to be stuck at Approval. Any ideas? Thanks, David
use .net to insert an incident without user password
Hi, I have been looking at the documentation as I am testing this helpdesk. I can see a way to insert a incident in a .NET web application using the users username and password. I want to be able to insert a ticket without the users password. I will create a web application and pull the users nt username as they fill out a form on our intranet. Is it possible to create an incident without the submitters password in .NET? Thanks for all help
Description field missing from template
Good Afternoon, The "Description" field is missing in our Default Template. I have already done the following things: 1. Reset the ManageEngine SDP Services and start again 2. Reset the server I have run the following command in the Report Query: SELECT * FROM form_customizer WHERE form_name LIKE '%default%' Which gives me the attached output. Please could someone let me know what to do to correct the issue. Many Thanks
MSP is slow with multiple closed requests at the same time
Hello, MSP slows multiple closed requests at the same time. sql ram 4GB, cpu 3.41GHz of AMD, hdd is more big. version 9.2.0 build 9200 Any helps? Sorkhmer
ActiveDirectory Login - username or password is incorrect
I've imported users from AD successfully. I've then tried to enable AD Authentication. All I get is 'username or password is incorrect'. If I change the user password from within ServiceDesk Plus I can login using the User ID and selecting Local authentication.
Zoho reports "Request type"
Good morning, I just configure Service Desk plus to have auto reports with zoho Reports Analytics. Reviewing the data imported, the field "Request type" is not getting any data. This field is configured in our Service Desk application with the options issue, requirement, problem, task, etc. Do you know how to fix this problem? We have 9020 release and the standard version. Kind regards
Missing Requester / Technician - Active Directory Import
Hi, We recently upgraded ManageEngine from version 8 to version 9. After having done the upgrade we had an issue importing users from one of our domains. I added the domain again manually and this seemed to resolve the problem. Unfortunately some of our technicians were on the domain that we could no longer import from. For most this was not an issue, they simply logged onto manageengine under the new domain. For 2 of them however this did not work. For the 1st technician I deleted him then re-synced
Duplicate tickets created while uploading tickets from Excel
Attached the sample for reference. using ME service desk plus standard version. we are using the below license and when we upload the data from excel its creating duplicate tickets.
500 (Internal Server Error) in SDP 9.2 with Chrome and Firefox
Hi When I want to open SDP 9.2 in Chrome or Firefox, show me a blank white page and show "500 (Internal Server Error)" in console. but in IE I don't see this problem and any things is good. What should I do? Thanks
Business Rules - More Criterias
Please add a new Action template in Business Rules. I need to use the action: when some conditions are met Change Requester to another one
Username or password incorrect when using Active Directory login
I am really struggling to get Active Directory logins to work. I've imported, enabled AD login but all I get is Username or password is incorrect. If I go to the user and reset password I can login with local authentication. I've also tried Pass-through authentication and I get the same thing. Can anyone point me in the right direction to get this working?
Desaparicion de Tickets
Se eliminaron gran cantidad de ticket cuando se reinicio el servidor donde esta instalado el servicedesk Saludos,
Active Directory Issues
Hi I am having no end of trouble with setting up active directory. I have imported the users with no issues. I have also setup the AD authentication with again no issues. I have also set the Pass-Through But no matter what I try I can not login as any of my imported user accounts to attempt to send some test tickets. I triple checked their passwords and I know the ones I am trying are correct and I am able to login to the computer with these credentials but not into the user portal. Thanks
Technician problem
Dears i use manage engine SDP build 9117 since October 2015 and it's working well with me , but i noticed that two from technician user return back to work as requester without any interfere from me Note:- I am the only Administrator of application
Wrong SLA Notification Receiver on Change Management
Hi, Can you please assist me on figuring out the wrong notification that the service desk is sending. What happen is that the change owner is not receiving notification before the violation, instead it’s sending on different technician randomly that belonged to their group (i.e. application team, network team). This was triggered upon associating change request to projects. Version: 9117 Thanks, Rowell
Search Function on Forum
Help, am I going mad? I cant seem to find the search function on the forum anymore, so I cant search to see if my query has already been raised... Thanks Lynne
Search Results Limited to 500
Is there a way to increase the number of search results in Service Desk Plus from 500? Searching a word such as email now leaves out recent tickets as we have over 500 that reference the word email. Also, is there a search function in this forum? Thanks, Brian
ManageEngine Servicedesk Plus sees chrome as mozilla 1.3 <
I get this warning when ever the editor is used in manage engine service desk plus. is there any way of getting rid of this issue as it is extremely annoying.
Assign to group button
Hi, It would be very helpful if in addition to be able to assign to a technician, we could also assign to a group from the requests page.
Technicians and Groups
Is there a report or easy way to list what technicians are assigned to various groups?
Query for Has requester acknowledged the resolution?
Hi can you please let me know if there is a way (report wizard or query) to find out on how many requests user validate the resolution? I
Change DBserver from MySQL to MSSql
Dears I face problem when i try to change DB server from MYSQL to MSSQL as the service failed to start ... so is there any solution available to migrate data to sql server without losing it Note:- I use Manage engine standard edition build 8217
Modify tickets sent from email/not from ManageEngine portal
We receive helpdesk tickets mostly from emails and only a handful from the portal itself. How would I go about modifying incoming tickets from emails? I'm looking at the custom triggers, but I don't have a lot of experience working with the REST API. Thanks, Dan
ServiceDesk Plus 9201 Released
Dear Users, SDP 9201 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9201 SD-62186 : Unable to view request details / page becomes blank in few languages. 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
Large number of CC Emails and Screen Width
When a request is emailed in that includes a large quantity of CC'd emails they all remain on a single line rather than adjusting to page width. This causes issues when trying to use the UI and needing to significantly scroll horizontally to reach certain selections, such as the edit button for Request Details. This should automatically wrap text to fit the width of the browser window rather than causing a scroll bar.
Transactions per second
Dear all, Can I get a report from the Service Desk of transactions per second, at DB level? Will appreciated. Regards, Davis Onsakia
Costume Script Is Not Working Properly
I tried to use the Field & Form Rules Features to set a set of task once you edit the ticket. First Attempt Scenario: I set the Condition as On Field Change and Technician is "Ralph" Execute Script Set TaskTemplate1 Result: When i click on the single ticket and click on edit. then change the technician to "Ralph" the TaskTemplate1 is successfully added. Second Attempt Scenario: I Tick the checkbox on multiple tickets then click on Action>Edit Request change the technician to "Ralph" Result: All the
Worklog Form filling from REST API's
I am trying to fill worklog, for closing tickets. But even after setting values for "Start Time " i am getting below error: "FailedError when adding work log to request - 32 - Time taken to Resolve or Start Time is mandatory field" Method used: ADD_WORKLOG XML request to fill worklog: <xml><Operation><Details><Worklogs><worklog><description>Closing comment</description><technician>Heather Graham</technician><cost>25</cost><executedtime>23 APR 2013, 01:00:00</executedtime><starttime>22 APR 2013,
Apply new license after current one expired
Current test environment license has expired and I am unable to log to apply the new license. How do I go about adding the new license so I can log back in? I've searched, though not using the right combo of words, as I did not find what I need. I believe I have to do a parallel install and apply the license there then copy some files over. I just don't recall which ones. Any help would appreciated!
Issue with rules in a new template
When I add a new template and I create new rule with action "show Fields", this rule not working because the field no appear in the request when the requester performs the indicated condition.
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