Others cannot see scheduled reports
Over the years, as people have left, I've taken ownership of most of the custom reports that people have created for scheduled distrabution (to stop them becoming orphaned). What we have now found is that I'm the only person who can see or modify the report schedule. They can see the report and modify the report itself, but I'm the only one who can do things like change the recipiant email list. IS there some way around this? Thnaks in advance.
Command "contains" in Field & Form Rules
How can i set a "contains" command in field & form rules? In examples, manageengine just shows "is" / "equal" command: if($CS.getText("Subject")==="Notebook") I need "contains" command. Thanks SDP 9.1 / 9102 MSSQL
changeDb on MSSQL
Hello, I try migrate my DB from one MSSQL server to another. While i select production server which have more the 7 instance ChangeDB.bat fail :( Exception in thread "AWT-EventQueue-0" java.lang.ArrayIndexOutOfBoundsException: 2 at com.adventnet.servicedesk.tools.ChangeDBServerGUI$2.focusLost(ChangeDBServerGUI.java:214) at java.awt.AWTEventMulticaster.focusLost(Unknown Source) at java.awt.Component.processFocusEvent(Unknown Source) at java.awt.Component.processEvent(Unknown
Support Group Notification Usability -- Preventing Replies
I'm wondering if others have the same issue: We have a total of 85 technicians, many of which are not direct support (ex. developers, QA techs, etc.), which means they don't look at SDP the entire day, they only go there when something prompts them to do so. That alert comes in the form of an email from SDP and, in some cases, we need to notify several different types of individuals that a new resquest has come in or has not been picked up. Here's the issue: The email notification makes it too easy
Lucene search for non-SDAdmin Role
Refer to the user guide, the other than SDAdmin role will fetch 2500 records. Do you know how to increase the record size for non-SDAdmin role and the maximum size? Thanks a lot. Refer URL: https://www.manageengine.com/products/service-desk/help/adminguide/general-features/lucene-search.html Points to remember about search mechanism: Special characters cannot be searched Request(s) whose description exceeds/or is equal to 64k cannot be searched Search performed by Technicians with SDAdmin role will
field & form rules doesn't work
hi guys, It doesn't work when I set the rules like pics.What can I do for this?
Custom incidents View
Hi, I have Servicedesk Plus MSP, how can I see an incident view what displays only open and completed (resolved) incidents? Thanks in Advance Mike
Report used Service Request templates
Hey, We are trying to review our service request templates (we have way to many) and are trying to find/build a report to find out which template is frequently used and which is not. I can't find a way to select "Template Name" in the report builder. Does any one of you have a report for this purpose? Template Name Month No of Requests based on created date
Support Group Notifications
I'm wondering if others have the same issue: We have a total of 85 technicians, many of which are not direct support (ex. developers, QA techs, etc.), which means they don't look at SDP the entire day, they only go there when something prompts them to do so. That alert comes in the form of an email from SDP and, in some cases, we need to notify several different types of individuals that a new resquest has come in or has not been picked up. Here's the issue: The email notification makes it too easy
How to effectively wipe out junk from your IT help desk
Are you often annoyed seeing lot of junk emails created as tickets in your IT help desk? I'm sure this can test your nerves on a Monday morning that sets the stage for the week. Visit here and learn how you can prevent such emails created as tickets in your IT help desk.
Multiple Queues?
Howdy, We're looking for a Free Help Desk program we can use at our small company and have a question about SDP. Our setup is that we have a Tier 1 group (2 people) that take all the incoming tickets. If they get a ticket that has to go to another group (Servers, Security, etc), we need a way that they can assign the ticket to another queue so it gets out of the Tier 1 queue. We would like it to also then send an email to the people assigned to the second queue to let them know that they have a
Server Specifications
Good Morning, I was wondering if someone could assist me in regards to the type of specs that I would need to have on my VM to install ServiceDeskPlus. Thanks,
Entered Field in sRequest to be added to a task template
Dear all, I'm looking for a way, to get the information, which are entered in a request form, directzly added to a task which than can be sent directly to the assigned technician. eg. the mail with the task description should include the new Employee name, the starting date, the selcetion of the fields,..... How can this be automaticlly added to the task template? The reason is, that we are sometimes working with external partners, who have access to the AD to setup a new user but do not have access
service Catalog New Field Label length
Hi, I'm trying to test the service catalog and when I add a new field the lable shown is about 10 characters and I need the user to see i all. Is there a way to modify this behavior? Thanks
2nd level approvers in Purchase module
Recently had a PO created where there was a Level 1 and Level 2 approvers. The level 1 approver received the email informing him that he had a PO to approve. The Level 2 was setup as an "or" and neither of the PO approvers received the email informing them they had a PO to approve. Is there a setting that I am missing?
Handling recurring payments for services - use contracts or assets?
Hi, I'm in the process of moving all our asset and payment management in to service desk and am currently looking at how to manage recurring costs for services - take an ADSL line for example. I've found two approaches towards doing this, so far. a) Create a (non-IT) asset to represent the line itself and then create a 'maintenance' contract, whose cost if the monthly rental fee and which lasts for one moth. This then gets renewed each month. The advantage of this is that you can set auto-reminders
Notify users of Planned Outage
I want to schedule regular maintenance and that will notify every week via email, can you do that with ManageEngine?
Connection Refused
All of a sudden, I'm getting a connection refused error message in all browsers - both remote and local connection attempts. Not sure where to look to begin to troubleshoot this error. The firewall is disabled by GPO on all server machines so I don't think that's what is at play here. But as a precaution, I went into the firewall settings in control panel anyway to confirm that the firewall was off - and it was. Any assistance would be appreciated - as I don't want to have to reinstall. Thanks.
service request approval status
If an approver denies a service request then at at a later time additional information is supplied and a second approval request is sent to the same approver and he/she now approves the request will the approval status of the service request change to pending approval. If not how do I remove the denied status from the service request.
Request Custom Menu - Predefined Reply/Forward Action
I've been attempting to do some research to learn what is possible to accomplish by using the scripts through the Custom Menu or the two API's to help make our work team work as efficiently as possible. Do you have any generalized support documentation that provides an overview of the interactions that are possible through these tools? One specific goal we have is building some predefined quick actions. For example, we regularly receive a request that requires us to update some specific account information.
Weekly Scheduled reports query
Hi on trying to create a scheduled weekly report to be delivered each monday for the past week. In the box that shows every day and the days of the week should i only select the monday? As it then selects the every day button. The guide says: To generate weekly report click Weekly Report radio button. Specify the days of the week on which you want to generate reports by selecting the check box. Or select Everyday check box to generate reports on daily basis. Also specify the time, report to schedule,
Query/report on the list items
HI in SDP v9.2 i am looking for a query where i can pull the complete list of Items that i have under /linked to sub category and how often they have been selected/used withina ticket, where my fields are set as Category=Business Area, Sub-Category=Systems_Services Item=Issue_Request
Adding a CC / Notification email to every new request.
Hi, I am looking for / would like to request a way to add a CC / notification email to all requests. As a manager, it would be much more convenient to be able to review all activity on requests via my inbox, instead of having to review all tickets in a particular support group. I can see how to add a notify to individual tickets, but I'm looking for a way to add a notifiee to all new requests coming in, perhaps by support group. Thanks!
Send mail fail
Dear Support, I can't send email when i choose SMTPS and port 587 in mail out going. I send you file support. Please tell me why i can't send email and give me solution. Thanks & Regards!
SSL cert problem in SD Plus 9.1
Hey , when I have generated a new keystore and received certificate files from the customer and imported them in the keystore , I get the following error message from IE 11 , " certificate is not trusted ." When I look in the certificate it reads "it is self signed" . I also get this message in Firefox. Have followed the administration manual for installation of SSL certificates. What am I missing ? I hope that someone else has come across this before! Best Regards Stefan S
Showing and hiding Solutions
Is there a way to bulk add/remove articles from support groups? I've got several hurdles: 1. Previously, if we've published articles and made them public but haven't specified a group, then they are displayed to groups that I now want to hide them from. How can I do this in bulk? 2. If I later want to add a group of articles to a group, how can I do this in bulk without having to edit each article? Thanks, Adam
SMTPS / TLS SD+ not working
Hi We are trying to start using SMTPS in SD+ SMTP har worked for years. Have a recive connector that we used for the SMTP connection for all these years on our Exchange 2010. Have now added TLS and port 587 to the config on both on Exchange and SD+ settings. Sending a mail throws this error in the logs. What could be wrong ? [com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[53]|: Exception while trying to send notification for Request ID : 5390|com.adventnet.servicedesk.ServiceDeskException:
Purchasing and reconciliation of assets
Hi We have accidentally changed a purchase to "items received" in the service desk which now means when we receive the bulk shipment we can no longer reconcile all the items in one go. Is there a way of reversing the "items received" to "approved" as it is not editable under the edit PO option? Tx Gary
How to import
Hi All Is it possible to import my previous help desk software to ServiceDesk Plus? I can export all artical, request etc into csv files. Can I import them using the csv files? Many thanks. Regards Gerrit
More Additional Fields
Hi There, It would be great if we could have more Additional Fields and for those to include hyper links. Thanks Daniel
QUERY REPORT
Hi Dears i want a query report from my tickets with this type: im using MSSQL Data base and servicedesk plus version 8.2 i need a query like this for each asset of the custome site and department(have to choose witch site or department) : workorder id requester(asset owner) time spent Other Charge tehnician group category subcategory item state + owner of work log in another column and end of each asset requests summary show me the sum of the timespent and Other Charges for this asset in this report
./changeDBServer.sh --console -- Connection refused. Check that the hostname and port are correct and that the postmaster is accepting TCP/IP connections.
root@sd:/opt/ServiceDesk/bin# ./changeDBServer.sh --console ======================================================== Usage : sh changeDBServer.sh --console [for non GUI user] Usage : sh changeDBServer.sh [for GUI user] ======================================================== Jul 26, 2015 12:18:51 AM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: /opt/ServiceDesk/bin/../ Jul 26, 2015 12:18:52 AM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO:
Connect SDP to MSSQL on virtual machine
Hi Dears I want to connect my servicedesk plus to MSSQL that is running on the virtual machine(Remote Machine). how i can connect it? Thanx
Vendor not appearing in AaaOrganization table
Hi Guys, SD + version 9.1 build 9101. I've been upgrading our Vendor List through Admin > Vendors and then running the following query to generate a report from this list. SELECT name'Vendor Name',au.first_name 'Contact Person Name',aaapost.Door_No 'Door NO',aaapost.Street 'Street', aaapost.Location 'Location',aaapost.Landmark 'Landmark',aaapost.City 'City',aaapost.Postalcode 'PostalCode', aaapost.State 'State',aaapost.Country 'Country' FROM VendorDefinition left join aaaorganization sdorg on VendorDefinition.vendorid=sdorg.org_id
Failed to start the server. Please refer logs for more details -- Service Desk version 9.1 64 bit on CentOS Linux 7 (Core)
[root@fr bin]# pwd /opt/ServiceDesk/bin [root@fr bin]# sh run.sh & [1] 7470 [root@fr bin]# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-b
Auto Assign Tickets to Specific Sites
Hello Everyone, I am setting up multiple sites for different locations that our company has. Basically what I am trying to accomplish is this, I would like when someone submits a ticket via email to set up a rule in the subject line or wherever that it automatically gets routed to the proper site. I was looking through the business rules and cannot find anywhere where it says if a ticket comes in and follows these rules then assign it to x site. I can only find assign it to a specific technician
Sum bug in display DataPicker
Hello.In my config setting: Start day of the week is Monday. But while create new Changes and setup "Scheduled Start " in DataPicker week start from "Sunday". In Request all work fine.
Change font color in requests list on Service Desk 9.0
Hi, I have an requirement to change font and icon color in the section where list of requests is placed. Any clue which css is that? Thank you in advance for your help.
Failed to start the server. Please refer logs for more details -- Service Desk version 9.1 64 bit on CentOS Linux 7 (Core)
[root@fr bin]# pwd /opt/ServiceDesk/bin [root@fr bin]# sh run.sh & [1] 7470 [root@fr bin]# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-b
Server Migration
Hello, We are in the process of upgrading and migrating ManageEngine ServiceDesk. This upgrade and migration is fairly significant, and I am chasing some advise on proper process. I have had a good look around but have been unable to find a comparable senario. Current environment; Server "MESD01" 2008 SP2 MSSQL 2008 MESD 8208 We are migrating to a segregated infrastructure model. Server "MESDAPP01" 2012 running MESD 9100 and server "MESDSQL01" 2012 MSSQL 2012 So here we are upgrading the
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