Dashboard - Invalid data in Graph
Hi, In the Open Requests By Dashboard graph, I am getting the words Invalid data. This occurs for any of the drop down fields. The other Dashboard graphs are ok. I have checked all Open Requests and made sure they have Priority, Mode & Category (Level is generally Null as we haven't started utilising this yet). Where do I start looking for a solution? Enterprise SD+, 5 technicians, W2K12
i can't renewing expired license on the linux version servicedesk
servicedesk plus error 500 and i can't login and upgrade license start server on the linux consol run.sh but i can't change license not asking new license file i'm start the server ./run.sh how to license renew on the linux expired license servicedesk plus Please Help me :/
Any ServiceDesk users in the Phoenix/Tempe/Scottsdale area?
Hey SDP'rs, My name is Ash and my company uses SDP MSP. I really like SDP and find the support to be pretty good. That said, I find myself wishing I had some folks nearby to bounce ideas off of and ask questions about different features, etc. I was curious if any SDP or SDP MSP users were around the Phoenix area. I think it would be awesome to start a users group of some sort. I'm near Frank Lloyd Wright and the 101. Should anyone be interested, I'm sure we can meet in the middle or in
Problems installaing Service Desk plus st.ed on a Azure VM
Hi, I tried to install SD plus st.ed. in a Azure VM with windows 2012 R2. Everything ok (no error in event viewer) but when I start the web client nothing happens and the browser screen remains blank without any error. I tried with IE11 and Chrome last version. I tried also to restart vm after installation but nothing changes. Could somebody help me? Thanks a lot for support. Best regards. Andrea
Simplifying Request Tasks
It's a bit difficult dealing with Tasks attached to requests or incidents - you have to open each task, assign to Technician, then close the task from within the Task. It's slow and it's unwieldy. Is there any way to simplify this? There's a few things I could suggest; Make a "Simple task" type that is with a simple name and description with a status of "Done" or "Not done" and allow the option to attach these tasks to requests instead. Make a "checklist" fuction for requests - for example, a "new
Request Template tab order
Hi. I would like to be able to specify which field the cursor is placed in when the new request page loads (tab order). Is this possible? My request template currently defaults to the cursor being placed in the request description field which is less than ideal, ideally I'd want it to be in the requesters name field ready for data entry.
How to add another status on reply on ticket?
Hello We are currently using the Manage Engine (portal) and we want to know how we can add another status when replying on a certain ticket. Now it is only ON HOLD and OPEN. I wanted to add also the CLOSED status... is this possible to add this status as well? see screenshot what I mean... thx for the info.
LDAP auth failing after upgrade
Hello, Yesterday we patched from 8213 to 8217, tested and it was ok. We then patched from 8217 to 9000 and now the LDAP auth doesn't work anymore. I need help to troubleshoot. I reviewed the config and the logs. There was an issue with certificates (can build PKIX path) so I switched to ldap instead of ldaps to at least test and bring back the auth. Still no go, can't authenticate. When I save the config (ldap://server:389 - anon bind) I *CAN* import the users.. But then can't login in the app
mail fetching doesn't delete email which is in Exchange 2013
Hello; I have SDP 9.0 Build 9004 Mail fetching was working properly until I upgraded Exchange server from 2010 to 2013. I changed POP3 settings of on Exchange, started to use SSL/TLS 995. Mail fetching stopped. I followed Priya's solution steps as described at following forum page: https://forums.manageengine.com/topic/service-desk-exchange-2007-mail-fetching-6-12-2009?reply=true SDP started to pull emails from Exchange mailbox but now another problem appeared. SDP doesn't delete the email message
Pass-Through authentication - An illustrated config manual.
In this post I have discussed the challenges that you may face in configuring the Pass-Through Authentication in a practical environment. Access Requirements: Direct access to the Domain Controller. Direct access to the ServiceDesk Plus server. Procedure: (As a best practice, I recommend you to do this activity directly from the Domain Controller) 1. Open ServiceDesk Plus in a browser and go to Admin > Discovery > Windows Domain Scan. Check the entries that are available for your domain. ServiceDesk
Can I customize the file attachment disclaimer?
When someone clicks the "Attach File" button on a request, SD+ displays this standard file attachment disclaimer: [ Maximum size of an attachment is 10 MB. ] Can this disclaimer be easily customized? Can someone point me to the file containing the text in red? See attached image of the actual dialog box which appears when someone clicks "Attach file".
Make the request viewing productive
Coming from Spiceworks, the email handling in ServiceDesk is a huge headache and completely unoptimized/unproductive for the technician. It's nice that it saves the conversation history but its really annoying that I have to rely on it to see what the latest status that is going on with a request. Should have an option to completely reverse this whole view -- the latest replies should be shown when opening a ticket and if you want to view the original request then you can view the conversation history,
Can't delete software license
Hi, I have a Volume license that I want to delete but when I do it it says Database exception when deleting software license. I have ran the compliance.jsp tool on all the softwares and I still can't delete it.
Outbound email error after 9038 installed
I've just upgraded from 3036 to 9038 and immediately post upgrade outbound emails stopped working. The serverout0.txt log file is reporting the following error, any suggestions? [08:37:34:235]|[03-12-2015]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[32]|: Exception while trying to check whether to send notification for request closure to the requester.|java.lang.NullPointerException at com.adventnet.servicedesk.notification.util.NotificationFactory.isNotificationEnabled(NotificationFactory.java:2131)
Live System Monitoring In ServiceDesk Plus
Live System Monitoring In ServiceDesk Plus - Are We For Real? We've been setting up ManageEngine ServiceDesk Plus and ManageEngine OpManager with a client recently. A major part of the installation was to setup the self-service user portal in ServiceDesk Plus for greater user access. Given the network service monitoring we were also configuring in OpManager this prompted the question as to whether it was possible to offer some form of live system monitoring in the ServiceDesk Plus self-service portal.
Service Desk Plus IOS Push Notificiations
Hi, trying to setup push notifications for servicedesk to my ios device, i do not get notifications when a new request is added and there is no option for it in the notification rules under admin. I do get notifications if i call is assigned to me but i does not make and sounds on the device.
Named User License
Hi, I'm using the named user license and was trying to assign it on a multiple machine which the user owns. Named user license is a license where in software can be install on multiple machines as long as he or she is the sole owner of that. Can you help me find any solutions on this? Thanks.
requestor not importing from active directory
Hello; I have an issue where a requestor is not being importing from active directory. When I use the importing tool, and isolate the import to the OU with my 'missing' user. The number it tries to import is equal to the number of users in the OU. When I look in the database I can see the user but they don't appear in ServiceDesk plus. Attached is a picture of the user in SQL. regards Alistair
can't update to 9038
hmm..can't update SDP+ from 9023 to 9038 start updatemanager.bat, choose ppm file, get error "the file may be corrupted or check for available disk space" disk space - more that 15GB file corruption - I've downloaded 4 times, same size... what else?
Associating an incident to a change
When associating an incident to a change control you should be able to enter the incident number and not have to scroll through 42,000 incidents to find the right one.
ComboBox with Autocomplete in additional field
there any way that an additional field in a select list instead of selecting from the list, click on a box autocomplete?
Custom logo issue
Hi, I have recently migrated the dbs to a new server and also re-installed the SD+ to a new application server. I am unable to import the custom header logo after the migration, it never shows up in the header section despite being imported under the Org Details section (and visible there). I have tried to convert the source JPG image to GIF, PNG, back to JPG to no vail. The image size is 166 x 46 px. I have tried IE11, Chrome, Firefox browsers. I have even saved the logo file from the old app server
ServiceDesk hang on "Application Layer Started...." using Postgres
Using version 9038. I installed it and couldn't access the web interface. I uninstalled and used a different port and everything was fine. I was having issues with Unknown Username or Password for the LDAP user, so renamed the "extracted" folder as directed in another thread. ServiceDesk would not start back up. Restarted server and it still won't start back up. Gets stuck on the splash screen. I just tried returning the "extracted" folder back to it's original name and restarting ServiceDesk
difference between MSP Org account and regular Account ?
i have cpl of questions regarding SD PLUS MSP Edition. 1) By default we are given one administrator account. How can I create more such local admin user accounts ? If I go to ADMIN tab, I don't see any "USERS" option. Do I need to create a technician in this case and grant him log on rights ? 2) What is the difference between the "MSP Organization Account" under "MSP Details" page and any other ACCOUNT that we create or add in the "Account Details" Page ? Can there by only one MSP Org account
Application start-up isse
Having evaluated ServiceDesk on an old desktop machine, I spun up a new VM to install it on permanently. Unfortunately, something seems to have gone Wrong... When it starts up, the splash screen stops as per the attached image. How can I go about troubleshooting this?
SD+ App Migration and SQL Consolidation
Hi, does anyone please have an insight about the following? 1. We would like to migrate from Windows Server 2003/SQL2005 hosted SD+ to Windows Server 2012/SQL2012. Is this platform supported for SD+? (I am aware of the db migration steps moving from SQL 2005 to 2012). 2. We would like to consolidate SQL server installations to have once central SQL server hosting 3 SD+ instances (we do have 3 separate SD+ installations at the moment - each one of them using its own server with SQL installed). Is
Pass-through authentication not working
Hi there, I have gone through the trouble-shooting guide and read all the posts on the forum, but am still having issues. According to the logs, it authenticated successfully, however, I'm still getting the login page. Any idea how I can resolve this? More information: 1. I created the computer Account using the script on DC 2. First DNS entry on SDP used for DNS Server IP 3. Bind Sring: aiatsis.local as shown in AD tool 4. DNS site: AIATSIS as shown in AD site tool
HTML Responses - A few examples?
<-- First post I am switching from another software to servicedesk plus, (a more ambitious task than originally thought) my old solution I had a really nice HTML response to tickets, that showed our name at the top, links to the right, and the description underneath, with ticket history. I am sure that is possible in SDP I have found where to do it, I am just not the best at HTML. Does anyone have any examples that they would be willing to share? I can modify it to our needs, but I would like
Confused on Change workflow notifications
While looking at the change management workflow there are two places to listed who to notify. One appears to be who is being notified when the action is taken and then another to be notified after the stage/status has been changed as part of the action. I'm unclear on why there are two separate places to list who to notify. Am i missing an advantage to this rather than just listing the notifying roles in one list for the action?
Can I create custom task views?
Hi, As an admin can I create a 'pending my tasks' view as a custom view? In the latest update, the 'my open tasks' view has filtered out my on-going tasks. Thanks
Install Guide is empty
Does anyone have a link for the install guide that gives more than a blank framework? Thank you.
Deleted Requests deleted by User:null
Hello, This is in regards to version 9018 One of our technicians was trying to find an old request (119403), but was unable to retrieve the request since it was deleted. Checked the system log and it shows that it was deleted by the system and not an individual. System Log Message : User:null trying to Delete the following request(s): ReqID:119403 Module : Request Sub Module : - Type : Info Action : Delete Occurred At : Feb 5, 2015 12:23 PM Probable Cause : - Performed By : SYSTEM This action is
Request Approval sending a mail
Hi, ¿Is it possible to approve a request by sending an e-mail to her? I try to create a rule for when a sender to send an e-mail to a request, but it does not work Thanks and regards, Gerardo Cortés
How to get some request details by LastModifiedDate from Service Desk plus REST API through Java ?.
Hi , I am new to ME service desk Plus tool. I am trying access Service Desk plus REST API through Java and get Incident or ServiceRequest details by LastModifiedDate . Alos explain me, how to get Notes related Incident or ServiceRequest from Service Desk plus REST API. Please provide sample code for above request.
Mail Server Issue
Hello all, we're having an issue in configuring mail server settings in servicedesk plus . We are useing office 365 as mail server. The account is correct, below you can find my configuration: - Server Name / IP Address: smtp.office365.com - Reply-to Address: servicedesk@domain.com - E-mail Type: SMTP - TLS Enabled - Port: 587 Requires Authentication is checked and correct login information is written. I'm trying to reply to an open ticket but I receive Sending notification failed error.
Active Directory user import not working in build 9028
Hello, After upgrading to build 9028 the Active Directory user import gets in a loop, both for automatic and manual imports, and also both in our test- and production environments. Does anyone have the same issue and a fix maybe? Best regards, Demetrius
Unable to access changes after update to 9036
Hello, I recently update from 9022 to 9036 build and I am getting some issues with 1 user that can not approve changes any more, he is configured with the SD Change Manager role and when trying to access the changes listed in the change module he is getting the message "Error ocurred at server side, please contact your administrator for more details" No errors are logged under System log viewer
Report
I am looking to create a matrix report that covers a 1 month period that is broken down by weeks for incoming tickets and completed ticket totals per week. I would like to have a chart graph with output. Is there an easy way to do this, I can't seem to see this in report viewer.
Equipment booking form
We have an equipment booking form where we write any users who need to borrow laptops, ipads, projectors, etc for a short period. A great feature would be if users could view a calendar and book equipment by themselves, automatically placing a ticket/notifying a technician whenever a booking is made. Are there any plans to do this? Thanks.
Select approver box not working
Hello, I am having issues with my Select Approvers box not populating the approvers I am selecting. I click on the button that opens the available approvers and I click on the approver I want and hit save but nothing happens and the box remains empty. The field in the template have both "requesters can see', and "requesters can add" check boxes filled in so it should be working. Can someone help me with this? thanks, Scott
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