Search broken & unable to rebuild index
Hi, unfortunately, I am also affected by the search malfunction after update to 9003. I have tried to run the index rebuild, however, it seems there is a bad typo in the batch or elsewhere as it keeps on failing. I have registered an env. variable pointing to JRE folder successfully with still no luck. Could you please advise? SD+ version: Your Version : 9.0 Build 9003 The Support section - Scheduled Activities says: 7201 LuceneIndexerSchedule 2014-03-27 21:52:29.657 2014-03-27 21:50:29.657 2014-03-27
Monthly report
Hi, I want to generate a monthly report. I need the total request (including open, closed,hold and resolved), total closed request, total elapsed time to complete(for closed) and average time taken for one request(for closed). How it possible?
User Assets report
Hi. I wonder how to generate report that show me all equipment that i Saved on current user? What assets does the current user has. Thanks in advance.
Matrix Report - DateFormat: Year/week
Hello Staff, I need to create a matrix report which lists: Categories and SubCategories on the left in rows, and the columns on top are broken down into Year/week. The scope is to show how many tickets (count) are created for each subcategories (and ) on a weekly basis. The wizard doesn't allow me to choose neither DateFormat = Year/week or DateFormat = Week I was wondering, is there a way to do this via ServiceDesk Query Report instead of Matrix Report? or could you give me support to build
Add worklogg to a change via REST API
Hi I would like the possibility to add a worklog to a change via REST API. Do you have any plans on that? Kind regards Blixten
Notifications for projects
Good day! Is there any way to notify project owner when % of completion of task is changed or when worklog or comment for task is added? I have configured task notifications in admin-notification rules but i gues they doesnt affect projects. SD build 9003 Also it would be nice to see any notifications for task owner
Automatic stripping of email signatures & disclaimers
Hi, Just wondering if SDP can strip out email signatures, disclaimers, reply chain etc in a email driven request/response scenario. In past I have seen apps use a delimiters e.g. "--" is used to strip out the garbage that tends to pollute the task history chain. Regards
ServiceDesk Uninstall Process Deletes Configuration Files
When uninstalling software with the intent of re-installing it is helpful if configuration files are available from a previous installation. I discovered that SD deletes all the contents of \ManageEngine\ServiceDesk\server which is where much of the customization exists in configs. I suggest the uninstall process preserve the config files in the backup directory as an archive instead of deleting.
ServiceDesk Plus 9007 Released
Dear Users, SDP 9007 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9007 SDF-56001 : WorkLog operations as in Web Client view can be performed using the REST API. SDF-56007 : In REST API - Option to make note addition as request first response. Issues Fixed in 9007 SD-56125 : In REST API - GET_REQUEST operation response, '&' symbol is shown duplicated for short description column in JSON format. SD-56043
Automation of process after ticket is created
Hi, Is there any method by which an external system or application can be called once a ticket is created? Basically I want to automate the process after a ticket is created. For eg, as soon as a ticket is created, based on the subject,category,etc it should call a workflow. And once the workflow is done executing, the ticket in the SDP should be updated or closed. Thank you, Kavya
Custom views for problems and changes
Hi, Is it possible to create custom views/filters under the problems and changes tabs? I see the option under requests but I cannot find it under problems or changes.
Technicians - Migrate Active Directory Groups?
I have a request from some 2nd level support groups who want all technicians within the group to receive the help ticket when it is escalated. Other 2nd level support groups want to be able to "pull" the ticket from a unique active directory email address. I can have our email administrator create a new email address in AD and have multiple people monitor incoming tickets. What are my options where a support group wants all technicians (usually this group would be small - maybe 2 technicians) to
Separating announcements
At the moment one are able to seperate announcement with "User Groups" so that some announcements are shown just for some users of the SelfServicePortal. I'd like to request a feature that does the same but also for technicians, for instance seperate announcements with the help of "Support Groups". In this way I would be able to send seperate announcement to for instance my "Windows technicians" groups and my "Mac technicians" groups.
Notification for Unpicked Requests dependent on hours
We would like to request the ability to send the below mentioned notification within support groups respective of business hours and holidays, similar to SLA's for incidents. Send notification to technician(s) when a request in this group is left unpicked. Notify to Notify after Days | Time : 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Hours 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Reply templates from Iphone app
Hi Is there any chance of adding access to the reply templates in the iphone app? It would be great for our people who are on call. Regards Tony
Query Error (KPI Technician's performance report)
This query doesn't work in build 8013 for MSSQL https://forums.manageengine.com/#Topic/49000004996363 Error: java.sql.SQLException: Column 'WorkOrderStates.OWNERID' is invalid in the select list because it is not contained in either an aggregate function or the GROUP BY clause. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781) at net.sourceforge.jtds.jdbc.TdsCore.nextToken(TdsCore.java:2224)
Report to Ticket Created Time
Hello, I want to create a report to analyse how many ticket created on workdays after 10:00 pm and on weekends after 07:00 pm. The report must be included requester and technician name which could be listed view. Servicedesk Version:8.2.0 Build 8217
Change template?
Is there a way to access the change ticket template? Specifically my goal is to make a new additional field required for a ticket to be created (I can only configure it to be required for closure as far as I can tell). For Incidents/SRs its just a matter of going to the template and flagging the field as required, but I can't find the template for Change anywhere.
Change multiple requests department
I have need to change over 600 (or even more) request department from one to another. We have changed users departments, but in closed requests there is still old deparments and i can't delete the old deparment befor old department is changed to new one.Is there any 'refresh' command to mysql database for this? Anyone knows good tip for this?
error on reports - total value of time spent (request+tasks)
Hi, When I insert the time in task inside request, the time not appear in my reports. Look this example: I put 6 hours associated to the worklog task, and 5 hours in the request worklog directly On worklog detail of request appear 11h (correct), but in my reports only appear 5h (the time insert in worklog of request) you can see in my data filters and the results of report. I need the reports join the time inserted on request worklog directly sum the time inserted on tasks worklog associetd to
Actions button missing after upgrade
After upgrading to Version 9000 some of my technicians do not have the Actions button when viewing the requests tab. These techs are in the assigned role of "normal". The techs in the role of "SDAdmin" still have the actions button. Is this a bug or a security change in 9.0?
Robotechnician not reseting passwords
I tried these steps: 1) Under Admin -->> WindowsDomainScan, make sure you have provided the right credentials to reach the Domain controller. - tested this by making sure i could import user objects from AD successfully. 2) Under Admin-->> RoboTechnician you have configured the settings and set the status as "Enabled". status is set to "enabled" 3) Make sure ROBO - PASSWORD_RESET template is selected when you are creating the Request. verified that we're using the correct template. 4) Make sure the
MySQL upgrade
Good day! We are using SD v9004 but MySQL version is very old - 4.1.18. Is it possible to upgrade MySQL to latest supported version (as i know it is 5.1.50) and what are the right steps? We have tried to uninstall our current version and install v.8121 (its the last version which supports MySQL installation and use MySQL 5.1.50). And after that we have installed all neccessary service packs to upgrade to 9004. After that we have used our backup for information restoring. All seems fine - SD have
Service Desk Migration
I am currently in the evaluation process of Service Desk. I have completed a lot of custom modifications. I am going to need to migrate Service Desk to another machine / server. Is this possible while still keeping my customization's?
SSO Issue Two Logins
Dear all, I have installed Manage Engine on a Windows Server 2008R2. Build is the latest 9.0 Build 9006. Everything works as it should except the SSO login with the windows-credentials. When I open the webinterface, it comes up with a login screen from windows, I insert my user credentials and will be forwarded to the login screen from SD+ itself. There I have to insert the credentials again. After that, I am succesfully logged on to the application. I have tried different browser, but still the
Secure ID/PKI authentication or full Windows Integrated authentication for Service Desk Plus
Our company is moving away from using passwords in Active Directory to using only Secure ID cards. Eventually, AD integrated log in with username/password pass through won't function.
Upgrade failed from 8.2.0 Build 8214 to ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0
HI My upgrade for servicedesk is getting failed from build 8.2.0 to 8_2_0_SP-1_0_0 with error unable to start the db, possible server is running if so shutdown the server.or previous upgrade is failed and the message for the same will be displayed in command prompt. I have tried the upgrade with service stop still the same error any help is appreciated.
Auto change of staus
Hi, I've changed the setting that auto changes a ticket from On-Hold to Open when the requestor replies which works fine, however is there anyway to do same when anyone replies to ticket? The reason I ask is that in some cases we have to forward a ticket on to different people other than the requestor and when said person replies we have to manually keep an eye on the on-hold tickets.
Unclean shutdown of previous run
Hi, After installing the SDP version 7.5.0 build 7506 can not use the service. Following the outcome of the run.bat command: =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\AdventNet\ME\ServiceDesk\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Change calendar type
Hi, I don't want to use the Gregorian calendar in Service Desk plus. i want to customize the default type of the calendar instead of what it is now. Could you please let me know that is it possible to change the calendar type of the service desk plus and how? It is kinda important to us Best Regards
OS Tracking
We recently implemented SD+ and are on the current 9006 build. I have a question for all the folks out there using the software for asset tracking. How are you handling OSs? We have 100 pcs that ahve Win 7 installed. The license key that is being picked up is the same for large batches of them and does not match the license sticker on the PC. I assume this is because the manufacturer of the PCs uses a standard image to load the PCs before shipping. Compliance wise, are people going and checking
Disable (Remove) Remote Control Agent?
I would like to know how to disable or remove the remote control agent entirely? the ability for an admin to modify the configuration to allow a connection without prompting the user creates a significant security concern. I know you can check the box to remove the functionality, but if you were an admin a simple check of the box re-enables that feature. We have some financial areas that we can not permit any kind of remote connectivity to, thus must figure out how to remove or disable this on
Removing SLA Delivery Time Notification/Banner
Is there any way to remove the SLA notification that appears at the top of the service request when an SLA has been assigned to it? If not we would like the ability to hide this to both technicians and requesters as I'm not sure why a requester would need to always see this information. Best Regards, Evan
Where to put REST API key
Hello, I've read documentation http://www.manageengine.com/products/service-desk/help/adminguide/index.html to use REST API, but I don't understand where I need to put API key. Is there any real example where I can see how to use the key that I've generated. Thank you
business rules
Hi, colleagues When i creating a new business rules, choose the action "to appoint a specialist," I get to choose only one specialist. Can i choose two, three? Heeeelp me! Thanks!
Report including History
Dear ME Support I need your help to generate the following report requests created yesterday or in specific period with the following information Request Id Created time requester person who assigned request to technician (from History) time of assignment (from History) time of attendance (from History) time of closing request notes added by technician Thx
Servlet API Pass-through Authentication?
Hi. How can I use Pass-through Domain Authentication with servlet API? I want to make a very simple html templates for my requesters for adding requests "by two clicks" without entering any usernames and passwords. And one more question: How can I redirect an XML-formated response to another HTML file for more readability. Maybe you have an example HTML file to output a result? Thanks.
Duplicate emails when Replying
We just noticed this bug after upgrading to 8.2.0 Build 8217. When replying, emails in the CC field appear twice (duplicate) for some reason. How can we fix this?
rating calculation
hello how does the rating gets calculated in the report , it gives me 3,4,5
Please add the ability to set the "due date" upon request creation.
Please add the ability to set the due date for a request upon creation. We would love to be able to set the due date manually at request creation. For example, if I create a low priority request. the system automatically assigns a due date based upon the priority. I then have to go back in and edit the request and change the due date to a specific time. Unless I remember to do this, we are seeing many requests violate the SLA.
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