Report to display all technicians within a certain Group
Hi Guys, Looking to see if someone can help with providing the query which would return a list of technicians (names only) who belong a certain Group. For example if the group was called "IT Infrastructure Team", would be looking for a list of Technicians names who are members of that group. The Database we are using is MS SQL. Many thanks
Administrator login not working on new SDP install
Hi Have just installed SDP to try out Changed the database to SQLExpress Went to login for the first time on the web gui and it does not like the default administrator and guest passwords Can someone tell me how to fix this. This has not been an easy app to setup so not sure its worth looking at now. First had issue with the SDP starting gets stuck on Application Layer Started and it took me to install my own SQL then reinstalling this app to get the app starting and now this.
ServiceDesk Plus 9118 Released
Dear Users, SDP 9118 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9118 SD-61387 : Unable to view request details page/create new request, due to migration failure in MySql. SD-61427 : Reply and forward conversations in plaintext format contains html content. 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,
Requester
Is there a way to be a requester and a technician at the same time?
iOS app worklog
Hi, we are trialling the Servicedesk plus helpdesk and the iOS app, and have noticed that when adding a worklog in iOS, the text after saving the log changes to something like this: 3%2520x%2520systems%2520tested to3%252520x%252520systems%252520tested%5C%0A%5C%0AWhat%20is%20thia%3F%20 Has anyone else observed this behaviour in the current version of the iOS app? Jo
Description does not show up when logging a request as a requester.
Adding a description to an Incident - Additional Field then adding the created field to an Incident Template but once I go to log a request as a requester the description does not show up. As you can see from the attached images you can see the description is written in the Target Audience additional field, and when I hover over the example it works fine. However when I add this into the template then test out as a requester it does not show up. ManageEngine fully up to date. Any help with this would
Templates or automation of Tickets sent to Help Desk
Is there a way that a reply can be sent to user who creates a ticket saying something such as" Your request is currently on hold and will be resolved ASAP" for tickets being put on hold. Can this reply be sent to user automatically when they send a ticket requesting assistance? and for tickets resolved for something to be included like a template saying" Your issue has been resolved have a great day" rather than having to type this statement manually everytime. Regards, Nairaj
LDAP error
I have some problems with LDAP authentication, so where i can change some ldap authentication options?
Requester report including all fields
Hi, I need to export all requesters from SD Plus and import them into new instance. The link below are good, however, they don't include requesters first name, last name as separate fields Would be great if someone could assist with a query that includes all fields of requester including first name and last name Thanks Ravi https://forums.manageengine.com/topic/admin-report-department-list-requester-list-technician-list-incident-template-list-service-template-list https://forums.manageengine.com/topic/requester-list-1-10-2010
Using business rules within ManageEngine like?
Hi all, I need to find information about business rules in ManageEngine? Who can share helps yourselves, the more detailed the better. I need to arrange a time to let technicians overtime, but still not understand it Thanks so much
Notifications are not sent by e-mail to the users in the copy.
In the notification rules, the "Send notifications by e-mail to the users specified in the copy when creating new application" selected.
Database exception while discovering workstation with agent : Duplicate entry for key
Hello. I had problems with scanning workstations. When scanning workstation via its IP address or Name next error "Database exception while updating Workstation. : Duplicate entry for key" Copy from log: Caused by: java.sql.BatchUpdateException: Batch entry 1 INSERT INTO CIRelationships (CIRELATIONSHIPID,CIID,CIID2,RELATIONSHIPTYPEID,ATTRIBUTETABLENAME,RELATIONSHIPID,RELATIONSHIPTEXT) VALUES ('2780','2702','2702','46',NULL,NULL,'VMHOST_VMS_SCAN') was aborted. Call getNextException to see the cause.
description The server encountered an internal error () that prevented it from fulfilling this request.
Dear Pro, The system show error in below when I try to click an asset. Please kind advise how to fix HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
org.apache.jsp.asset.AssetListView_jsp._jspService(AssetListView_jsp.java:386)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:177)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Install ServiceDesk on new Windows 2015
We are setting up a new Windows 2012 server for the latest version of ServiceDesk. It is currently setup on a Windows 2003 server. So I want to install a new fresh copy of ServiceDesk and the latest patches. Where can I download the most current version? On my old/current server I have version 9.0 build 9022.
ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY with Chrome 45
Hi I see few entries regard this on ADPlus forum but what need to change for ServiceDesk Plus? Thanks,
SDP Asset scan detects IE 10 as Windows Internet Explorer 9.10.9200.16660
Hi, the SDP asset database detects Internet Explorer 10 as internet Explorer 9 with a 9.10 version number. For example: IE 10 10.0.9200.16660 is detected as 9.10.9200.16660. Can this be looked into please?
Approval Status - CAB Approvals
Is there a mechanism to trigger a status change once all the CAB recommendations have been Approved and/or Rejected on a change? As a change manager, when dealing with a lot of changes it would be really helpful if on the grid I could see which changes are now pending some action from me. Currently I have columns for Stage and Status which would have any in a CAB approval displaying "Approval" / "Approval Pending" This is complicated because it requires scrolling through all changes to check the
Enterprise level issue how to role individual tickets into one master.
Is there a way in Service Desk during an enterprise outage to roll single incident tickets into one master ticket?
Forgotten administrator password
Any way to change the administrator password? I connected SDP with Desktop Central and am now unable to login to SDP. Don't recall changing the default administrator password yet, but remember creating an account when syncing with Desktop Central. Unfortunately not sure what account was created when syncing. Any help?
plain text to specific email only / Cisco Voip Integration
Is there a way in ManageEngine ServiceDesk Plus to send plain text notification only to a specific e-mail and html format to the rest? That way we could send notifications through our cisco voip system and it would call them back and leave a voice message.
LDAP Import
Good day All, Could I please ask for some assistance regarding LDAP imports. What I want to do is import all my users that is in my AD structure as my ServiceDesk are installed on Ubuntu. When I click on import now it show successful but there is no records imported? How do you use the Search Filter so that all the ou' will be search. Looking forward to your reply. Thank you. Regards Gerrit
Custom View
I like the view "My Pending Request or Tasks" I would like to make some Custom Views that include tasks. What item would I use under Advanced Filtering to include tasks? Is it possible? Thank you!
Default Request Template Shows to requesters when should be hidden
Hello, I recently noticed that our default request template is currently showing to all requesters even though we have the option selected to hide it. I have tested with two separate requester accounts. Restarted the ManageEngine ServiceDesk Plus Service, and Power-cycled the machine, as well as toggled and saved the options. Please see attached images. I'm not sure if this is a bug, or is something specific to our installation. Additional information: ServiceDesk Plus Free Edition - 9.1 Build
User Additionnal Fields do not appear on the template
Hello, i would like to have the Location of the requesters appearing on the request template, so i added an additionnal Fields in the User Tab and can synchronize with the active directory, but how can i display that field on the template? regards
Email Parsing Help
We are looking to auto create tickets based on alerts received from our AntiVirus software and tag them a specific way for reporting purposes. Our AV software generates alerts such as "SAV message from: RETAIL011" Is is possible to parse that subject line and then categorize the ticket based that value? We are trying to: a) create a ticket whenever an infection/PUA is detected b) have a history of these tickets to be reviewed quarterly c) we are trying to automate Thank you in advance, --
Prefixing the subject with a user field (location) automatically
Hello, i'm trying to prefix automatically the subject of a request with the location of the user, via some javascript in the "Field and form rules". Is it possible to access the value of additional user field? i've added a field location to requester and synchronized it with the active directory, but when i access it via $CS.getValue("LOCALISATION") it returned me "undefined". How can i access the user additional field and is it possible to have a list of all the fields available. regards
Default asset in new request
Hi All, We recently imported all our IT assets into Service Desk Plus. Now when someone logs a request it assigns one of the requesters assets by default to the request even though it's not specifically about this asset. Is there a way of blanking out this option and only selecting an asset when its actually about the asset. Thanks, Nigel
Reduce the Notification Mails for requests which the technician is recording
Hello I'd like to reduce the e-mails to the Requester for requests which the technician is recording Our configuration is following, which is all right for the normal sequence of events: - The Requester gets an e-mail when a new request is received. - The Requester gets an e-mail when a technician is assigned. - The Requester gets an e-mail when a request is resolved. As a technician, I sometimes solve incidents right away at the users workplace. For documentation reasons I have to record this request
Weak ephemeral Diffie-Hellman public key error in Chrome browser
Dear forum members, in new Chrome browser ver.45 we faced a problem with opening SDP through HTTPS with self-signed certificate, because since that version (and as Chrome projects page states, that it may be backported to earlier versions too) only keys of 1024-bit or bigger and strictly with DHE RSA accepted. Does anybody has an idea, how to renew certificates to met new requirements? It is obvious about required length, but is it possible to create certificate with DHE by standart keytool? Or
Technician Auto Assign Exclusion List
Hi, We have the "technician auto assign" enabled in ServiceDesk Plus with a list of technicians to exclude. I'm trying to add two more technicians to that list, but when I click on their names, nothing happens. I can see the link for each technician name is a javascript action, but when I click on the names, they don't get added to the list. This was working before. Any ideas? We're running build 9107. Thanks!
Mandatory fields background colour
Hello all Is there an easy way to change the background colour of the input boxes on mandatory fields until it is completed? I know it gets the red star, but a nice red background to the field makes it a lot easier for users to see where they need to enter data? Thanks
E-Mail in Servicedesk Plus
Currently when someone replies to an Service Desk ticket creation, note or forwarded ticket e-mail, the contents of that e-mail are added to the "Requester Converstations" area. Is it possible to have these replies added as ticket notes instead? Thanks
Request Advanced Search option
Hi, We are running the most recent 9.1 build but somehow the Request Advanced Search button to access advanced search is gone. Where and/or how can I re-enable this option? Kind regards, Bastiaan
Email Extraction
Hi Team, Is there a way to extract this email from the ticketing system. we need to send the email to the client as evidence that we sent an email.
Update technician based on logged in user
Hi All Is there any way (including form scripts) to automatically set the technician to be the logged in user at form load ? I`ve looked into the form load scripts, but cant seem to find a variable to grab which allows me to set the technician automatically. I can see some in the source of the form when rendered but none work Thanks
Not able to fetch all the records for last one year
Dear All, Please be informed that I am trying to fetch some reports for total requests created for last one year, however I am getting the data only for last three months. I checked the customisation page and selected the data archive option and set it to get the data from last three years. however ever I am still not getting the data. May I request you to please help and let me know how can I get the data for previous years. Thanks and Regads, Prince Ahuja
Adding Service Request Templates and Incident Templates from a Support Group View
At present, we are going into every service and adding the support group and then going into every incident and adding the support group. It would be great if we could go to the support group view, see what templates they have assigned, and assign them there. Also, it would also be great to have the corresponding reports to go along with them.
Report spanning all request all techs
New here. Tried a few of the reports available in this forum, no luck as it only reports on requests escalated to me and I can't find where to set the applicable dates. I'd need a report spanning all requests by all technicians, not only mine, sorted in a matrix report by category and subcategory for a given date range A to B. SDP v 9.0
help with new report
hi guys. my name is Vadim. i have some issue with creating new report. i need report include next position: - number of incident - who was assign this incident - for someone was assign but i don`t understood what i had to do :( version 9.0, 9003
About REST API problem
I am trying to create new request with rest api as per you documentation but i am always getting this reposne <operation name=""><result><status>Failed</status><message>No operation name specified in request. Invalid request.</message></result></operation> this is the URL i am using : http://localhost:8080/sdpapi/request/ADD_REQUEST and this is the documentatin i am following to process some thing http://www.manageengine.com/products/service-desk/help/adminguide/index.html please provide
Next Page
