Unable to login or reset admininistrator password in SD+
Ran the following query for MSSQL per instructions: update AaaPassword set PASSWORD = '2+uYvE3SLfO3XaHl+CaGLA==' , SALT = '1103287238602' where PASSWORD_ID = ( select AaaPassword . PASSWORD_ID from AaaPassword LEFT join AaaAccPassword on AaaPassword . password_id = AaaAccPassword . password_id LEFT join AaaAccount on AaaAccPassword . account_id = AaaAccount . account_id LEFT join AaaLogin on AaaAccount . login_id = AaaLogin . login_id where name = 'administrator' ) Received the following error: Msg
Cannot login to service desk plus
I recently changed the Domain controller to a new server with new server name after which I cannot log in to service desk plus with domain credentials...please assist
First Response - Service Requests
Hello, I've just noticed that we can't mark a first response time for any service requests logged using a service request template. No problem marking first response on incidents, but we do also need to measure response time for service requests. Am I missing something? Or, is this a bug/feature? Regards, Frank
Scheduled Activities Not Working
Hi - I've raised this problem via the SDP support portal but they've been unable to fix so I thought I'd try the wider community. I have been testing an upgrade to SDP but have come across a couple of problems: 1. The scheduled activities have stopped working so, for example, backups don't run, preventative maintenance tasks don't run, search indexes don't update. I can see when looking at the Support tab > ServiceDesk Application Status Check > Scheduled Activities that the activities are enabled
ITIL - 2 Stage Closure process and managing users replies to Resolved Requests
Hi, We have setup SD+ with a "Resolved" status in the system (configured as a Completed status event). Out technicians are only able to Resolve a call, we then use the auto close feature after 7 days of resolution. The problem we have is that users often reply to our Resolution email with "Thanks".... when this conversation is added to the call via email the call gets re-opened. We have set the option "When the requester replies through email/portal to the closed requests. Perform the following:"
Default CI-Type of Workstations through PO's
Dear SDP Team, When we do 'receive items' in a PO for workstations, the workstations appear within our inventory, but they all get the CI-Type of "Unix workstation" by default. Ideally, the PO asks for the correct sub-CI-Type or reverts default to just "Workstation". Is there a way to change this default behaviour. I'm on build 9100, Enterprise. With regards, Sven
Common Additional Fields change to Requester Additional Fields
Dear all, When I planned my installation, three months ago I defined 3 "Common Additional Fields". I didnt notice that I'm not able to include this fields when reporting... Is there any way to copy it from "Common Additional Fields" to "Requester Additional Fields"... maybe I can do this directly into database. SDP-Enterprise 9.100 - MSSQL Thanks for your advise. Regards, Gustavo Huerta
Can't open https site with Firefox 39
Hi there, With the new Firefox 39, I can't open https site of Servicedesk Plus and OpManager. Please see http://eltonoverip.com/blog/2015/07/firefox-39-0-ssl-error-weak-ephemeral-diffie-hellman-key/ Is there a plan to upgrade the website security on the next service pack?
Change maximum size of attachments
Is it possible to change the maximum size of an attachment? If so, how do I go about it? I need to reduce the current maximum size (10MB) down to 1MB (or smaller)
Report question
Hello, I am trying to print a report that shows a certain Category "Facilities", and all Open tickets. The current stock reports don't seem to have this. Can someone help me with this? thanks, Scott
SD+ Report: Average time until resolution
Hi, I would need a report in SD+ running on MS SQL Express for showing the average time elapsed within business hours between ticket creation and its resolution grouped by created year, created month, region, site, ticket type and priority. Would you be able to make that be possible, please? Thanks a lot Matthias Lorenzen VELUX A/S
Email ID to Notify as CC
I noticed that when using the Notification: "Acknowledge Cc users by e-mail when a new request is created" that when triggered off of the "Email Id's to Notify" the Cc Id (not the requester) receives the notification with their email listed in the To: email field, not the Cc field. More importantly, even if they're listed in the To: field they do not have a Cc field completed with the other emails that were also notified - including the Requester. This leaves the secondary user without any context
Tasks not emailing
Using the change and projects module we are making tasks for users but for some reason the task owner is not being emailed when it gets assigned to them. I have test this but turning on all of the task notifications and then creating both tasks and milestones in project but never received emails saying tasks were assigned to me. Yes email is flowing. What am I doing wrong?
Notify All Technicians on Request Updates
Feature Request: The ability to notify all technicians of every update of every request. We are a small IT group (3 people) responsible for all 400-some users, and if we don't see updates on every ticket to know what's going on, we can't properly support our users. This is a DEALBREAKER for us with ManageEngine; if we can't find a solution for this or get the feature put in soon, we're just going to dump the product and go with something that can. We *cannot* use the Helpdesk feature without
Wrong Update link
Hi Guys, Can you please check the version of the file provided in the website to follow the below upgrade path Migrate from Build 9046, 9047, 9048 to Build 9100 https://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_1_0.ppm When trying to apply the update, we are receiving a message saying that the build is higher than the patch number We are currently on 9.0 Build 9048 thanks in advance
custom request
Hi, It is possible to prohibit changes in the field "Subject" in the templates ?
Error after installing the patch ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0
Hello. After installing the patch ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0, on top of the patch ManageEngine_ServiceDesk_Plus_to_9_0_0_SP-0_48_0, the server began to try to run MySQL, although set to PGSQL. To install the versions of SD: 1) basic system version 9.0.45 2) patch to 9000...9047 to 9048 ... (ManageEngine_ServiceDesk_Plus_to_9_0_0_SP-0_48_0) 3) patch with 9046, 9047, 9048 to 9100 (ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0) Startup log: [root@sd bin]# ./run.sh JBOSS_HOME: /opt/ManageEngine/ServiceDesk
Update to 9100 problem
Hello everybody. I have a problem with updating to build 9100. now installed build 9048. When updating to 9100 there is a message : "Latest build, hence patch need not be applied". what's the problem?
VIP Users
I may have missed something here, but once a requester is tagged as a VIP user, how does SDP alert a technician to the fact? My expectation was that when a new incident was created, something would pop up or indicate that the requester was a VIP so that the right priorities could be set.
RMA
Hi, Just as a suggestion, an RMA option would be great. Maybe connected to the vendors, having an extra section for the technical side.
how to use manage engine service desk plus in windows 8.1
how to use manage engine service desk plus in windows 8.1? its first time i'm used helpdesk for ticketing. help me !
Business Rules in Service Catalog
Hi, Is it possible to use the Service Catalog's "Additional Fields" in the business rules? They show up in the Business Rules section under Admin>Business Rules but they do not show up under Admin>Service Catalog>Manage>Business Rules. Thanks Adrian
Approval Group
Dear All, I have created security exemption request form in ME SD Plus and this form should be apporved by Security Commnuite. how can i create security approval group? one of member approval is enough for moving to next step. thank you
Obtain user's assigned assets via API
We are looking to automate some of our off-boarding processes and one of the unknowns is the employee's assets. Some of our employee base has a laptop + ipad and we want to make sure it is all recovered at termination. We have multiple locations and sometimes a manager will terminate an employee and collect their gear so ideally we'd like to make sure they know what should be collected. Our assets are up to date in ManageEngine, I see there is an API interface but my research is showing a way to
ME Servicedesk backup
Hi there Am using ME Service-desk Plus - Professional version and I have set the backup and it is creating the backup files. I have the below questions regarding the backup How can I check the backup created are working or not? What part does the backup takes is it the configuration made plus the requests or just the configuration ? can you please explain.
Two columns in the technical list
Hello, The technicians list are showing two columns to the fields e-mail, telephone and mobile phone. Below is a screen shot: Thanks. Alvaro. Translated by Google Translator
Cant create any report in SD Plus
Dear All, ı need your support about report issue. When i run any reports from built in reports folder than getting attached error.
Automatically Close a call
Is there away to close a call that has been marked as resolved for more than x amount of days. Thank you
ServiceDesk Plus 9101 Released
Dear Users, SDP 9101 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
Features in 9101 SDF-56913, SDF-56916, SDF-57063, SDF-57337: Closure Rules of the Change Request is now mandated stagewise i.e while completing each stage. SDF-56581: Auto populating change requester field while creating a Change Request from Incident Request. SDF-40167: In homepage , CAB Change Approvals will be shown again, if recommendation is
Task Template Group not defaulting when new Task is created.
All: Running into a frustrating situation. I have created a Task Template in which I have specified a Task Title, default Group, default Owner, default Priority and default Task Type. When this is saved, on an Incident/Request, when I go to add a New Task, my new Template does correctly appear in the "Use Task Template" combo box. I choose my newly created Template, all values default as I have setup, except "Group". This remains as "--Select Group--" I have tried various other Support Groups in
jtds lib
Hello, SDP use jtds library version 1.2 but current version 1.3.1. I can update this lib manualy ?
Auto assign technician made requests to submitting technician
Hello, As we are implementing ServiceDesk Plus, I have noticed that several of our technicians forget to assign tickets to themselves, causing them to sit in the queue which increases the time that the ticket is left in an "open" state. At our organization, we create many of the requests on behalf of our users and we would like the ability for: Technician understands issue, and creates a requests within ServiceDesk Plus Ticket is auto assigned to the same technician that created the requests for
Move all Departments to one Site
I need to reorganize our sites and departments. We currently have duplicate departments in multiple sites. For example I have an Orthopedics department in Site 1 and Site 2. I need there to be only one Orthopedics department Site 1 and get rid of Site 2.
issue with form for quickly edition incident
hi all, i have some small question about this form sorry for russian languages:), i hope you undestand me. I want to disable this quickly form to edit the incident, but I do not know how to do it. anyone could help me? version servicedesk - 9003, 9.0. Database, if you need - postgres
Shield with Star by Requester
What does the orange Shield with the Star inside by a Requesters name represent?
MESD not starting after attempt to restore database
Hello, I built a fresh install in Azure and attempted to restore data from my old production server (both systems running on build 9045) and now the service will not run. Any assistance would be appreciated
Specify NIC for asset discovery
Hello All, We just started using ServiceDesk plus and I'm wondering if there is a way 2 specify which NIC will do the scanning for asset discovery. The server we are using has 2 cards. Thanks, DG @madheadache on Twitter
Missed type when auto-suggesting solutions in Incident Request template
As I type in the Subject of my request, the ticket is dropping characters (significantly) and I believe this is being caused by the auto-search of the solutions. Is anyone else experiencing this? Any work-arounds? Should I submit a ticket? For example: When I typed "The quick brown fox jumped over the lazy dog" It came out as The ck brown x umped er zy d Thanks, Adam
How to close really old requests?
Hello! I've got some problems. I have a lot of requests, that are assigned to many technicians. Some of technicians have a lot of really old requests (from 2013, 2014 years) with open status. They just solve the problem and leave request open. Now I Want to clean that mess. Is there any script or procedure to close requests that were created earlier than, for example, 01/01/2015? Because now I have to add info in mandatory fields to any request which a want to close.
Can't find resource for bundle java.util.PropertyResourceBundle, key ae.cmdb.source.servTag
ManageEngine ServiceDesk plus version 9100. I have a problem with REST API. When I trying to add/update Workstation or Server, I have error: "Can't find resource for bundle java.util.PropertyResourceBundle, key ae.cmdb.source.servTag" http://localhost:8080/api/cmdb/ci?OPERATION_NAME=update&TECHNICIAN_KEY=0FB041D4-3D1C-49BD-9DAD-XXXXXXXXXXXX '<?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <records> <record> <parameter><name>CI Name</name><value>sdp-w2k3-2</value></parameter>
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