500 error after closing and reopening browser
Whenever I close my browser (Chrome), bring my work laptop home, then come back to work, then reopen my browser, I usually get this error message: java.lang.NullPointerException org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:2193) 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:196) org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
Closure procedure
I'd like, on one hand, to simplify closure procedure from requester point of view and, on the other hand, to get feedback about how the request was done. 1. Is it possible to grant requester right to close resolved issue throught web interface? 2. If yes, how to ask requester to give measurable feedback about each issue which he closes? in other words, I want to see following scenario - IT staff resolve an issue - Requester gets notification via mail and can goes to web form for details. - There
Problems with build 9039
Hello, after installing Build 9039 some functions stop working that is critical for our workflow. This is what we have notice so far, Issues regarding entering a resolution the tech can not enter a text. issues regarding sending replies to review, stop working when using templates, The content the thec have filled in don't show in the draft. Issue with updating request, the update button don't work as before, some times a tech needs to click on it 5 times before it works, and sometimes it don't work
Customize Home Page
Dear All, I want to make following changes in the requester home page. How can I do this?. I am using SQL server as database. Remove right side section completely (Watch this Videos and Portal Usage section). Remove the star image and solution details in the home page. Insert some custome images in the home page Please refer attachment. I am using service desk plus version 8.2.0 Build 8206
Email notification workflow
Recently been going through the email notifications and I believe I am missing something in the notifications and want to see if someone can help me set my software up right. Here is what I want: (assume ticket is both a request and incident) - Email to requester when the ticket is submitted - Email to tech when ticket is assigned - Email to tech and requester when notes are added by either party - Email to requester when the ticket is resolved Which options do I need to check to ensure this happens?
User requesting ticket for multiple locations
Hi, i am trying to configure SD plus to our needs but i don't know how to configure this. We have users in different organisations, and those organisations have mutiple locations. Some users have multiple locations where they need to create tickets for. How can I configure SD so that a user can create tickets for multiple locations?
Issue migrate SD (build 8008)from MYSQL to MSSQL 2012
Hi, I have migrated the database of service desk (build 8008) of MYSQL to MSSQL 2012, but when I make a restore of the data I get the following error message: "Unable to restore database : Cannot find the object "trace_xe_event_map" because it does not exist or you do not have permissions." Are there any fixes for this issue?
HTTP Status 400 - Invalid path /LoginPage was requested
Hi to all, i've installed a trial license of this application but after 3 days the application it seems not accessible with error in object. Can anyone help me? Thanks Roberto Bianchi
Problem with service catalog and business rules
Dear sir. We are facing a problem in the service catalog business rules, the business rules is work fine if we don’t use the approval work flow but when we use the approvals we found out the rule is not apply on the service request
Tasks and Work logs roll up to project
If there's a project associated with a change (or requests to the change/problem to the project) these should roll up to the view in the project itself. This way when I'm on a Project, I should be able to see all tasks and work logs related to said project.
Service Desk Plus DB update
Hello, Looking for some MYSQL help. I have a custom field in the request template to categorise Incident, Service Requests and RFC's. A certain type of request has been categorised incorrect and I think I could amend this with a SQL update. It would be something like "update Categorisation to Service Request where Category = X and sub category = Y" Sounds like I know but I really don't! Any help with the syntax would be appreciated. Cheers, Lee
550 5.1.8 Access denied, spam abuse detected
Since Feb 23 the alerts from ServiceDesk Plus are rejected to external contacts by the Office365 mail servers. Internal contacts have no issue (O365 spam filter not applied for internal mails). I have spend a couple of hours with a MS tech and we found that the issue is that the messages which SDP sends are not signed. Our configuration of the mailserver has been validated and is correct. The error is below (see highlighted part). Anybody any idea on how to have SDP send signed messages? Remote Server
How to export request (data) to another system?
We're currently looking for possibilities to export SDP+ request (by criteria) to our accountant program for futher records. Our accountant program like SAP, we can work with any kind of export formats. How can we made this?
Report Request
I would like to ask for a request. Per customer total hours spent by month. Just total time not time per ticket.
Agent Download
We recently changed our helpdesk from http to a https. I have just updated the agent settings to point to helpdesk.domain.com however when I come to run the file after download I receive 'The signature of ManageEngineAssetExplorerAgent.msi is corrupt or invalid' Is this expected or does this indicate that there is a problem with our SSL cert?
Sub-Cost Center
Would love to have a Subcategories under cost center (and yet another subcategory for that category). For example, we have cost centers for each location. Currently our costing is Department-Location for Cost centers, and we are actually adding a Cost Center as yet another layer in there (Cost Center-Dept-Location)
Multiple Postgresql processes normal?
Is it normal for SDP to launch multiple Postgresql processes? Right now i have 13 PostgreSQL Server (32-bit) processes running om my server (Windows 2012 R2 64bit). I recently had to restore this machine from a nightly backup, just worried that doing that might have screwed something up...
User additional field - Common Additional fields not coming in report drop down
Hi, I have created 2 User Additional fields under common additional field - "Employee No. and Business Unit and the information are pulled from the Active Directory, but both are not shown in the filter drop down while generating report. But If I create the additional fields under requester and technicians separately, it is shown in the filter drop down. These two fields are common for Requesters and technicians and i want to create it under common field and should be available to filter. SDP - 9.0
C# WebAPI autentication
Hi As you can log in to the Servlet API using KERBEROS authentication without a password? Typing in the URL of your web browser command with an empty password, authentication is successful. From the C# WebRequest using the same command, authentication is failure (Invalid UserName or Password). http://.../servlets/RequestServlet?username=[]&password=&DOMAIN_NAME=[]&logonDomainName=AD_AUTH&operation=GetRequestDetails&workOrderID=313187
Migration from SQL2008 to 2012 - Upgrade servicedesk plus from 8215 to 9017
Dear support, For MSSQL license saving, we want to have a centralized MSSQL database and need to relocate our multiple databases. Before moving the servicedesk database, is there steps to follow or we just have to link the application to the new server and then restore data? Note : current MSSQL version is 2008 and the new one is 2012. The other think is that we are using 3 installations, so we would like to know your advice on having the 3 databases located on a same SQL server. The naming, etc..
Where is the list of patch changes
Hi, i'm looking for list of changes that are included in a patch, currently i have 9020 version, and i want to know if patching to 9039 version will make difference for me. best regards.
Template Sections/Headers
I would like the ability to create a section in a template where I can group similar fields of information in a box, with a header. For example, if I have a new user setup, I would like to section off information about the user (name, title, who they report to, start date, etc.) then have a separate section of fields to select which systems they need access to, or what equipment needs to be purchased for them. This would be very helpful for both the person submitting the request as well as technicians
No alerting??
I am a recent convert from Spiceworks, I needed something a little more fleshed out (or so I thought) I purchased Desktop Central and Service Desk Plus. On Spiceworks, I would get emailed an alert if a hard drive was filling up or a toner cartridge was about empty. I went to set this up in ManageEngine and couldn't find a place to do it. I contacted support and they told me that neither of these applications have that capability and that I would have to buy Opsmanager to get that functionality.
Is it possible to!?
instead of making different groups i would like to make new companies with their info and also link them to their employee and at last if it is possible that tickets can be assigned to companies and their employee. Making reports of the total time that we helped each customer or company individually Making reports about the total hours that we worked for each employee A function or SLA possibility to inform our technician and customers that their first 30 minutes is free of charge. Best regards,
I want to know these things are possible in servicedesk plus
Is it possible to program in servicedesk plus ? Points of interest: Making external customers and companies linking them together like users and group and be able to assign tickets to companies and employees of the company - Making reports of all the customers and the work hours that the technicians has put in it for each customer specific monthly M Making a report per customer with an overview of their hours and send to the email of the customer. A function or SLA customer specific
Can not import CSV file
Hi. My problem is that i was importing Requesters and saved the info in comma separated csv but i get a error Please Recheck. Only SCV format is allowed. I will add the file as well and i am using AdventNet ManageEngine ServiceDesk Plus 7.0.0 Build 7009 Can you please tcheck what is the problem and what am i doing wrong. Thanks :)
Searching
I find the search facility within Service Desk really unfriendly to use. Is there a way in which I can type a keyboard and for it to search in all areas i.e. requests, conversation, notes and resolution without having to drop down each one as this is very time consuming and never brings back the correct search results. Thanks
Incident Template name in notification
Hi, I wish to add Incident Template name in certain notifications like $LoginName. Kindly advise about it. Thanks.
Tech Scheduler Link with Outlook Calendars
Would like to integrate the tech scheduler with tech's outlook calendars.
issue connecting ADSSP to SDP
Hi there, As instructed in this page: https://www.manageengine.com/products/service-desk/help/adminguide/configurations/general/other_me_products.html I keep getting this error: Unable to connect ADSelfService Plus server. Please check the server configuration. We currently have ADSSP running normally and accessible via: https://server.domain.com:0000 (0000 is port number). This is the set up in SDP: Server name: server.domain.com Server port: 0000 Protocol settings: https I've tried putting in the
Scheduled CSV User Imports
Hello, We are having issues setting up scheduled csv user imports and are not sure where it is failing. 'CSVUserImportSchedule' is enabled and user fields have been mapped in 'ScheduledCSVUserImportMapping.xml'. Per this previous thread (https://forums.manageengine.com/topic/scheduled-import) we are unable to locate the ManageEngine\ServiceDesk\default\logs folder. We did see a logs folder in ManageEngine\ServiceDesk\server\, but it was empty. Is there another location where the serverout logs can
How can I merge old support groups into a new support group?
We originally had 1 group ex. Windows Admin A. Then we split that group into 2 separate groups ex. Windows Admin B and Windows Admin C. We did not delete the old group since we still had multiple tickets assigned to the original group. We are now back to one group again, is there a way to reassign all the tickets from B/C and move them back to A that would not involve manually looking for each ticket and re-assigning it? We will eventually delete Windows Admin B/C.
Disable e-mail notifications for certain requesters?
We send out a notification e-mail to requesters whenever a request is recieved or when a technichan is assigned to a request. Is it possible to disable these e-mail notifications when a request is recieved from a specific requester?
Create Requester automatically when email comes in
Can we have the system automatically create requester when the email is submitted? Currently, if someone is not a requester, nothing happens for them. I'd like to get the request in as an incident and create the requester...
SDP - Problem with images on solutions after change webport server
Hello to all, today we have changed webport server on our SDP installation using changeWebServerPort.bat and alias in Self-Service Portal Settings to use 80 port. After this change, some of solutions don't display images (the url show old link). Could you tell us how to resolve this issue? Thanks in advance
Requester login issue
Hi, My users are synced with AD but some of them getting incorrect username/password message. It affects approx 2% of our users. Any suggestions? Thanks
Hour report per customer so we can see the total hours
Could someone make this report in POSTSQL: Hour report per customer so we can see the total hours Thanks :D
Display Language not available even from administration
Dear support, I wanna just to have your advice on that. I want to have some of our technician to use their Servicedesk on a different language but there is nothing to do as the display language is not shown from personalize window. I tried to go through administration\self-service portal to check but I was unable to find. Is there any add-ons to be installed or we should reinstall our application to have it? Thanks, Jedidia
Schedule Request Status Change doesn't work
I have submitted a support ticket over a week ago and no one has contacted us but the Schedule Request Status Change isn't working. We originally upgraded from 8210 to 9006 over a week ago. We have uninstalled and reinstalled with no luck. I am curious if it there is a setting in our database\config that isn't working correctly. If I do an install using the internal database it works but when I point it to our sql database it doesn't.
integrating OpManager to ServiceDesk - import certificate?
Hi there, How to import certificate to integrate OpManager to ServiceDesk? I went to Admin tab > General section > Configure Other ME Products > OpManager I set our OpManager server settings (name/port/protocol) but after clicking Test Connection and Save button, it complained: OpManager is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file. How to do the import? under the Integrate with OpManager
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