Error in Downloading an Attachment in Problems
hi in Problems Module, I can attach a file Successfully but when i want to Download an attachment file , SDP Show me this Error: "Unknown error occurred while processing your request." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments Best Regards.
[Term of the Day]: Recovery Time Objective
Term of the Day “Recovery Time Objective” Definition — What is RTO and why is it important? RTO, the acronym of Recovery Time Objective represents the maximum acceptable amount of time for restoring an unexpected failure or disaster and not result in significant damage to a business and regaining access to data after an unplanned disruption. It comprises of the following components: Starting from the point of disaster, the time before a disaster is declared, the time to perform tasks (as documented
Wrong Asset attached to request
Anytime a request is submitted, the request will select and add the first asset that is assigned to that person alphabetically. Most of the time this doesn't help us because it will select a printer or monitor. It just goes off of the name of the asset. Most of our users are assigned only one IT Asset and a few NON IT Assets. Is there a way to have the Asset Field ONLY pull their IT Asset when a request is created? This means it will almost always be their computer that is added to the request.
[SOLVED] pass-through authentication AND DOUBLE AUTHENTICATION
DEAR SUPPORT I HAVE SDP 11.1 for easy of use we decide to enabling pass-through authentication. we do all step-by-step guide, SDP connect to AD service and in AD log we could see incoming authenticate request and log, we use MS chromium edge and google chrome browser, we configure internet option. when users try to access SDP service the browser ask for user and password, if USERS COMPLETE THE FROM THEY REDIRECTED TO WEB FORM USER AUTHENTICATION PAGE ? what is the problem ?
Notifications not triggering
We are attempting to enable Notification Rules to keep our users informed. However, last night we tested four and only one actually worked. We turned on Acknowledge sender by e-mail when a new request if received, Acknowledge requester by e-mail when a request is updated, Acknowledge requester by e-mail when the request is closed, and Notify requester when a request is assigned to a technician, and only the first of those generated an email. Firstly, is there a difference between the terms Acknowledge
Technicians can no longer view all asset groups
After upgrading to 11123 - Technicians can no longer view all created asset groups under Asset tab. As an admin, I can view them all. Were some sort of permissions changed for this? Anyone else experiencing this issue? I sent the physical link and they were able to access it that way, but cannot through the application. Thanks for any help.
[ForYourInformation -45] Canceling a request
With the build 11123, a new enhancement has been released in ServiceDesk Plus that allows users to cancel a request. A request can be canceled for several possible reasons. For example, the wrong items were requested or the requested items are no longer wanted or needed. Rather than deleting a request, canceling a request provides two important possibilities: 1. Enables technicians to log their time spent on the request before it was canceled. This also helps the administrator know technicians'
[Term of the Day]: BYOD
Term of the Day “Bring Your Own Device” Definition — What is BYOD? BYOD - ( Bring Your Own Device ) It’s a policy that enables employees to bring personal devices - Laptops, Smartphones, Tablets, and USB devices for company purposes and giving those devices access to the company network. In the year 2011, official support for BYOD programs was introduced into the organizations. Statistics say over a third of worldwide employees use a personal device in their place of work. This can make employees
How do I notify a manager
Hi, We would like to notify a sequesters manager if a request status is a certain value. We are importing via AD the requesters and their managers. How do automatically notify the manager of the requester on a ticket when the status = 'x'
Auto Share Request
So I found the below info and it's something I'd really like to implement. https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field-v3 I THINK I have everything configured correctly but after some initial testing I'm pretty sure it's not. This is the message I get on the request history when the custom trigger runs: Message : Traceback (most recent call last): File "share_requesttestV3.py", line 1, in <module> import requests ModuleNotFoundError:
Picklist or Check Field for Service Catalog
HI There I have the following Idea: Have a news Field to make a single check. Usage Cases: [X] I aknowledge the request will be forwarded to your Line Manager Or. To which Systems is Access Reuired: [X] File Server [X] Citrix [_] SAP It is similar to a check list. I could also imagine to have the possibility to have the "Pick List" multiple choice. Let me know if this can be achived? Thanks
How to fileAttachments folder change?
Hi, We are using version 11.1 Build 11124 How can we change the location of the fileAttachments folder?
[Term of the Day]: Relational Database
Term of the Day “Relational Database” Definition — What is a Relational Database? Databases are an essential component of almost every piece of software today. A relational database is a type of database that uses a structure that allows us to identify and access data in relation to another piece of data in the database. RDBs establish a well-defined relationship between database tables. Tables communicate and share information, which facilitates data searchability, organization and reporting.
Define requester for an API query
When I test my JSON in the API tester through Admin > API > Documentation all general get requests are my logged in user. Is there a way to define the requester before the JSON body in an API request (V3 only please) perhaps as a header?
[SDF-89338] Requests that have exceeded the response due by time
Add new request category for requests that have exceeded the Response DueBy time in the My Summary section of the home page
Error while sending push notifications on iOS devices
Gents, Push notifications working well on Android devices but not the iOS. as per the serverout0.txt log i'm seeing that APN certificate expired [07:22:11:570]|[08-13-2020]|[SYSOUT]|[INFO]|[152]: 0 [JavaPNS grouped notification thread in QUEUE mode] INFO javapns.notification.PushNotificationManager - Attempt failed (Received fatal alert: certificate_expired)... trying again | [07:22:11:657]|[08-13-2020]|[com.manageengine.servicedesk.notification.realtimenotification.ExpiredMessagesDeleteThread]|[INFO]|[130]:
Date format in query reports
Hi All, Currently running SDP 11120, Postgres SQL (installed via SDP installer) Since upgrading from SDP version 9, one of my query reports isn't working, as it looks to_char in select statement isn't supported anymore, causing an error when trying to run the report (attached). I had previously used to_char to manipulate the date format, for example: to_char(to_timestamp(wo.CREATEDTIME / 1000) + interval '10 hour' , 'DD/MM/YY') "Created Date" Is there a different way to perform the same fuction now?
[SD-81171] Asset Explorer Agent doesn't support TLS_ECDHE_* ciphers for TLS 1.2 connections
I have, through trial and error, determined that the ManageEngine Asset Explorer agent generated via Admin > Discovery > Windows Agent Configuration on ServiceDesk Plus version 11.1 11116 does not support any ciphers that use an elliptic curve diffie hellman ephemeral key agreement protocol for TLS 1.2 connections. As this will improve the security of the agent by giving access to better ciphers, is there any current or planned support for ECDHE by the agent? I was unable to test whether or not it
Trouble finding My Requests and following Emails?
Is anyone else having trouble finding their requests within PitStop? I see some, but not all requests currently being worked on by support. I also find it difficult when you reply to an email (because replies always come during off-hours) a new ticket number is generated. This makes it difficult to follow in your email threads - especially if you have multiple tickets you are working with support. Searching active ticket numbers in My Requests also yield no found requests. It doesn't seem to matter
Upgrading to new build
Hi, I am trying to upgrade my ServiceDesk Plus to latest version. Currently running Build 9.4 I did stop the service, Run the backupdata.bat file for backup and then run the updatemanager.bat But the updatemanager.bat is not giving the popup windows for selecting the file. I did restart the system for few times. Any help please. Thank you, Krishna
[Term of the Day]: Digital Twin
Term of the Day “Digital Twin” Definition — What is Digital Twin? Digital twin in simple words can be explained as a virtual representation of a real-world machine, device, process, or system. Digital twin, however, shouldn’t be confused with digitization. A digital twin does not substitute a physical item or process with a digital one to make it more accessible, efficient, or secure. It’s a precise replica of the physical object and a means of testing and monitoring it without needing to
[ForYourInformation - 44] SAML In ServiceDesk Plus
Security Assertion Markup Language (SAML) is a means to exchange authorization and authentication information between services. SAML is a solution where the user logs into a service that acts as the single source of identity which then grants access to a subset of other internal services. This post will be focused on providing an overview of SAML working from ServiceDesk Plus initiated login. Few key terminologies : An Identity Provider, frequently abbreviated as IdP, is the service that serves as
Scripting - Field and Form rules
I would like to create an auto-complete field that allows the requestor to choose from a list of users in the database. I have already got the look-up working for an autocompleter on the email field that uses the following: var emailCCAutoCompleter =new Ajax.Autocompleter(additionalFieldID, 'email_list', '/servlet/AJaxServlet?action=searchMailId', {paramName : 'ccAddress',tokens: [',',';','\n']}); What I think I am looking for is an equivalent action that allows a search of user names, and what
How to add/change icons to Service Categories?
I'm using standard edition and would like to add new or change icons in Service Categories. is it true I need to edit the PostgreSQL database? How do I do it easily? I have seen this, but I have no idea how I can edit the SQL DB...
Deleting a Survey
Hi, we accidentally created a survey and it went live resulting in some users providing the feedback. I need to delete the survey completely from our SDP - can a script be provided to scrub IT Service Desk Survey so we dont even see it in our survey report filters, etc.
[Term of the Day]: Network Attached Storage
Term of the Day “Network Attached Storage” Definition — What is NAS? Network-attached storage (NAS) is a file-level storage architecture that makes stored data connected to a network, providing data access to heterogeneous clients. HDD sits on your desk and connects through USB. A NAS is a centralized server that connects directly to your computer through a USB cable, but that would negate its main benefit: the network. It creates a small network all its own that any device with the right credentials
'Security Warning: Default Credentials Not Reset' after updating to V11124
Greetings, Not sure why we're suddenly experiencing this error warning across the top of all Technician pages in ServiceDesk after updating to V11124. I've reset the passwords to 'administrator' and 'guest' local accounts as mentioned here https://pitstop.manageengine.com/portal/en/community/topic/security-warning-after-upgrading-to with no change. I do not know which account this warning message is referring to to know what needs to be reset. Any ideas? Thanks, Jacob
SAML Error Log
Hi Friends... I want to configure SAML Authentication and threre is some Error in my configuration how can i see error codes or error log of SAML Configuration????
[SOLVED] Restrict technician to edit Announcements
Now, all technicians can remove or edit administrator announcements Or each other. How we can Restrict the all technician to edit announcements?
Missing Scripts
Hi, Can you provide me with the scripts mentioned on: https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field There aren't any scripts available in that post. Thanks, Pedro
How to Deploy a Wildcard Certificate to AssetExplorer
The online knowledgebase instructions were incomplete and overly complicated. The best existing instructions I could find are here: https://pitstop.manageengine.com/portal/en/community/topic/install-ssl-certificate-generated-from-local-ca-server The better process which I followed based on a support call are as follows: Procedure: 1) Copy the wildcard certificate PKCS12 (.pfx) file to: C:\Program Files\ManageEngine\AssetExplorer\conf\ folder 2) In the same folder, open the server.xml file
Last Ticket Update Information
Hi, I'm looking for a report that will show me the last date a ticket was updated, and what the update was (be that a note or a conversation). The aim is to check that tickets are being checked/updated each week. Would want to limit it to a set of Technician Groups, group by Technician and sort by last update date. Can't find a way to do this without code on the Service Desk. Running 11.1 build 11120 Thanks Ian
Deluge: Share Request
Playing around with this new feature and ran into an issue. I'm using the out of the box script and modify the email id field we're using to 'EMAILCC', updated url and key and was able to successfully save and test. But the message I get is that no valid email addresses we're found, even though I've adding one in the field:
How to unlock the default administrator account?
Hello I am trying to log in as Administrator to update some configurations. I forgot the password, so reset it using the documentation and PSQL on this site. I am now getting the message "Your Account has been locked. Please contact your administrator or try later" when I try to login. How do I force unlock the Administrator account from the console? Thanks.
Security Warning: Default Credentials Not Reset
Dear users, If you happen to find this banner with the warning message "Security Warning: Default Credentials Not Reset" in the web client, it is to indicate the Admin that the Backup password in the application has not been reset and is still using the same default password. As you know, the application backup file can be encrypted and the password for the same can be set from Admin > General Settings > Backup Schedule. With the build 11122, we released a security enhancement to force the administrator
Technician Deleted - What happened to the tickets?
We have had two technicians leave the company and their user accounts removed from service desk. Now we can't see the tickets to which had been assigned to them. Where do we find these tickets?
[ForYourInformation - 43] Rich Text Area Support For Task And Worklog Description
One of the most awaited feature was Rich Text mode in Tasks, Worklog, and Task templates. This feature is currently available in 11123 builds of ServiceDesk Plus. Reference ids: SDF-37155, SDF-43511, SDF-50557, SDF-62229, SDF-66199, SDF-70514, SDF-88567 Rich Text Area Support For Task And Worklog Description Task and Worklog Description before 11123 builds: The description can only be in plain text, in the task, task templates, and work logs. It has no formatting, only line breaks and spacing.
[Term of the Day]: NFC
Term of the Day “Near Field Communication” Definition — What is NFC? Near field communication or (NFC) technology has become so common that most of us do not even realize when they are being used. NFC provides short-range wireless connectivity technology that carries secure two-way interactions between electronic devices such as smartphones. The technology can provide contactless communication up to distances of about 4 or 5 centimeters range. You can transfer information between devices
[Term of the Day]: Network Redundancy
Term of the Day “Network Redundancy” Definition — What is Network Redundancy and why does it matter? Network redundancy is a high-availability service for a network that has additional links to connect all nodes in case one link goes down. In the event of a failure with various network communications links or devices, redundancy allows your network, servers, and internet connectivity to remain in service by providing alternative communications paths and backup equipment. Network redundancies
Height of dropdown for subcategory when editing request
The dropdown for subcategory (and probably all the others) shows only 7 rows. We have about twice that many in our list. There's room on the screen for three times that many, so it's frustrating to have to scroll through them all the time. Can it be changed to show more?
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