Outgoing mail server settings keep disappearing
We've noticed recently the email outgoing server settings keep disappearing and mail fetching stops. Is this a known issue? build 9109 database MSSQL
Close archived request
Hi, Is there a way to close an archived request? I know that archived request can not be edited, but is it possible do this directly in database? If yes, could someone explain how to do this? My SD+ version is 8215 using MS-SQL Thanks Paulo Santos
How to collapse conversations
Hello. Is there a way to collapse requests conversations by default, in order to see the all thread? Thanks in advance for your help.
Group does not receive email alert when there's a reply to a request
Hello. We are not receiving emails when a request in the group is updated. An email is sent when a request in the group is created but not when a client reply to the request. Both "Send notification to group technician(s) when a new request is added to this group" and "Send notification to group technician(s) when a request in this group is updated." are enabled, as you can see from the screen shot. Do we need to manually assign the ticket to a technician in order to receive alerts of replys? Thanks
Reporting Issue: Time Spent on Tickets
Currently running ServiceDesk Plus 9.1 9100. When going to reporting and running the report "Request Time spent Reports by technician", I get the error that no data is available. I now have hundreds of tickets in the system and have tried changing the data and running with different technician/users with no luck. I modified the wage for technicians to $1.00 where it was previously 0.00. Still did not work. This report would be important for me to determine what staff need additional training at.
Complete listing of Notification Variables
Does anyone have a complete listing of the variables that can be used for notification templates? I'm trying to pass off revamping them and I'd like to be able to supply the person with a complete list to 'fiddle with' offline. Thanks Jason
IOS Push Notifications
Hi, I am running the latest version of the service desk plus app and the latest version of service desk plus. However i don't receive push notifications. If I go into the app then i will get see the 1 comes up or however many jobs i have but i dont get an alert. Can you please tell me why this is? its all set up on my phone and on my helpdesk but dont get anything unless i go into the app. Thanks, Ryan
PG SQL Connection String
Hi, How to access POSTGRESQL DB from another server/machine using ODBC or PGAdmin Tool or any 3rd party tool ? What changes do we need to make in pg_hba.conf file under C:\ManageEngine\ServiceDesk\pgsql\data ? Thanks & Regards, Shri
How do I include all the notifications to the close ticket email
On the close ticket I want to include all the ticket information just like the Print Preview does. On closing the ticket I want to be able to show the requester all the info on that call. Is this possible...? Many Thanks Dave
Field Values based on User groups
Currently in the incident template we have a field name " Category" which contains field values as {"IT", "HR"} Is it possible to Now, we have 2 different User Groups of Requesters using the self service, we do not want one group to be able to see the Category value HR. Is it possible to achieve this? Please advice.
SDP - force scan
is there a way to force a scan of the agent and have the info update in SDP? We tried a few things - stopping the service, running the ae_scan.vbs but the last scan date is not being updated. Any help would be appreciated.
Exchange emails support
Hello, When (if eny) will be possible to support exchange serwer emails for incoming and outcoming notifications. Regards Mariusz
Is build 9108 ok to install?
I downloaded the update for build 9108 yesterday afternoon intending to install it today However, when I went to the service pack page to read the release notes, it now says "We recommend users to move to the latest version, ServiceDesk Plus 9107 build released on 03 Sep, 2015" Has build 9108 been pulled since yesterday? Should I not install it? Thanks .
Can I restore an additional field that has been deleted
Hi, I accidentally deleted an additional field that I had for "location" I have re-added the field with all the attributes and all seemed ok. However, if I do a report on old requests the location field is now blank for all old requests! Is there anyway I can restore the old field and ensure that it is in the correct part of the table so that old requests will still have it in place? I suspect that the new additional field has been added in a different table or a different part of a table hence why
Servicedesk Form and Fields Rules
Hello Support, I have got a question about the Rules for Forms and fields. What i want too do is based on the site i select the priority (Low / medium / High / Next Business day) is set too an specific priority by default so that in the back ground the SLA agreement rule can start do his work. As we have many customers with different SLA agreements i want too automate this as much as possible for the servicedesk. But no matter what rule i make, nothing happens (not at loading form / change field
SupportCenter Plus do not send email
My SupportCenter Plus stopping sending mail In the error log file there is this error: Exception setting value - for FR_DUETIME ERROR: java.lang.NumberFormatException: For input string: "-" Sorry for my english, tanks for the help
Do not open the site ServiceDesk
Hello. After installing and running the database and ServiceDesk system, I can not open a website with an external host. Port ServiceDesk - 80. netstat shows that listening ServiceDesk only protocol port tcp6 The output: tcp6 0 0 [::]:http [::]:* LISTEN What and how to fix it? So ServiceDesk to listen on port protocol tcp4? OS: Linux CentOS 7 x64. With respect. Igor Stepanenko.
Organize Ticket Polling View
Dear Support, I hope we can add a feature that can help the technician organize their views on ticket. We have created a customized field named "Clients Name" and we want to have a view on all technician like on the below Group by "Client Name" and sort by "Ticket Status" and "Created Date" and Something like similar to Outlook that we can create a folder to organize the tickets. and a view of how many task is completed like 8/14 where 8 is tasks closed and 14 is total tasks in a ticket. or if we
Ability to add text field to a template that lets you choose several options
Ability to add text field to a template (servicereq. incident and change) that lets you choose several options , same function as the asset field and service field .
Merge Request Notifications
Hi, I would just like to inquire regarding the notifications during merging of requests. We are currently using version 9.1 build 9102. When we are merging the requests, it does not ask anymore if the tasks will be included or not during the merging, it automatically copies the tasks from the other request to the retained request. But before with version 9.0 build 9022, it has a notification for the tasks inclusion. Can you clarify on this one? Thanks! Geraldine Legaspi
ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY
Hi, this error appear when i try use Service desk in Chrome/Mozilla.(NOT in IE) Can somebody helpme with tis error? Thanks.
Reporting hours with Charts
I have 2 questions in regards to reporting: 1) When I use the reports that are out of the box, I attempt to use the Report for hours for technicians and it will show the "time spent" for each technician. However, I am not able to show the "time spent" in the graph. Is there a way to get the "time spent" to be the attribute for my X axis on the chart? 2) How can I query the requests and projects modules to show the true total technician hours? Thank you SDP: 9.1 Build 9103, DB: PostgreSQL
Request indicator
It would be useful to have an indicator next to the requestor's name that shows you if they already have any incident/s logged. If the flag shows that there are other issues logged, you can click on the indicator to show a list of the other requests (just in a pop up window or a new tab) This means you can reduce the amount of duplicate requests. Is there something like this already available?! If so, I haven't stumbled across it. Cheers
Manage Engine Service Desk
When trying to view Attached Screenshots in SD I am getting a certificate error. How do we change the link to point to the url and not the computer name?
Pending status under matrix report
Hi we are getting pending status under matrix report on the below given format how can i create a report with heading instead of false is open and true is completed. Thanks Anoop PS Mob - 9995822232
Need a report to detail which computers/workstations a specific software title is installed on
How would i create this. I am new to sql queries.
Update from 8.1.0 Build 8109 to 9.1 Build 9107
Good Afternoon! I have been trying to update our Service Desk and I am running into trouble. I've followed the instructions that I have found on the website and am not having much luck. I've taken our live database and made a copy of it on a workstation to see if I can get it to work with a step by step update but after trying to get to about 8. something, the database doesn't seem to response. Since we are currently using the Free version we do not get support. The original install of our ServiceDesk
Modifying the default screens for incident, problem, or change templates
Is there a way to modifying the standard screens and field for the incident, problem, or change templates? I would like to remove or change the values of certain fields. Thanks, Joe.
ServiceDesk Plus 9109 Released
Dear Users, SDP 9109 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9109 SD-60736 : Task Completion Status automatically changes to 'Closed' during application upgrade. SD-58884 : Unable to archive the request if it contains task with work log in it. SD-60907 : Technicians who do not sort the task list before migration can not view the task tab under the request. Please refer to the below link for
Form Rules
I have been trying to get the form rules to work and have not had any success. I am trying to get a field to enable after a certain field is answered. Example Field one : What letter comes after A? Pick List B,C,D if they answer B, I want field 2 to activate. So far I have tried added both "on form load" rules and "on field change" rules. I have tried both "enable fields" and "show fields" actions, but I cant get anything to work. Do I need to have the field included on the form, or does it appear
ManageEngine ServiceDesk Plus Restore Problem
Dear All I am facing problem when i restore my data to new help desk server version all work well. but all new configuration i made on new server is overwrite by old backup file restore data process. is there is any custom Process with the restoreData.bat file.
Trouble editing Login page.
I'm having some trouble editing the CSS and html files that havfe an effect on the login pages. Made the changes to the XML file to point the login page to index.html rather than the .jsp. However this is only partially changing the aspects on the page, some parts of the image I am unable to change no matter what. For example I change the colours on the CSS and realised that images are used for the rounded edges on the table at the login page, I tried to edit these images to match colour with the
CAB members attach to template?
Is there a way to automatically associate a group of CAB members to a Template for a Change request? And is there a way to hide stages such as Planning and Implementation for a change request workflow?
deleted when it is about to get overdue.
Dear Support, We are getting this error, Could you please tell us what that mean ? It seems that the request with request id 40012 got deleted when it is about to get overdue. ====================== End of Forwarded Mail ======================
Business rules and custom fields
It would be nice if we can automate changing the value of a custom field based on an incoming request. Specifically we would like to copy the value from a requester custom field to a request custom field, so we can maintain these field values long after the requester has been purged from the system. -Ross
Critical: error when mysql starting: An error occurred when initializing system tables
Dear all HiI am getting this error: Column count of mysql.db is wrong. Expected 22, found 15. Created with MySQL 0, now running 50150. Please use mysql_upgrade to fix this error. mysql.user has no `Event_priv` column at position 29 Event Scheduler: An error occurred when initializing system tables. Disabling the Event Scheduler. the error file is attached. Thanks
Tooltips for explaining field requirements
Hi, For templates with additional fields I want the description of the additional field to display when the user's cursor hovers over the title of the field. Am I missing something....is there anyway to enable this at all? It just seems strange for the functionality to be there for the main template description when viewing the request and incident catalogue drop down but not on individual fields. This would greatly help with some of the more complex forms we are putting in place for change management.
Inconsistent naming for Resolved/Completed
I'm not sure where to put this observation/recommendation, but I'd like to point out that for many of our users the term Resolved and Completed are not interchangeable. Presently, when we mark a Problem as resolved, it disappears from our view of Open problem records. It is then visible by going to the Completed Problems. Does anyone else have technicians struggling with this?
Translation in different languajes of custom fields
Hi, We have some custom fields on different templates. We will use the system with workmates from Japan and we can't see how we can include the translation for this fields to let them see everything in japanish when they use the shared template. This is an ofuscated example example.
Cannot Convert Postgresql to MSSQL
I have followed these instructions, and cannot convert my Postgresql to MSSQL: https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql At step 6, i get this: "Are you restoring this data in Production Build" I click yes, and it fails. I've attached the restore log file. Any ideas?
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