Migrate 9044 to 10501
Good afternoon! We have the service desk plus in version 9044. I thought about creating a parallel environment by cloning the server and data database, and in this environment will be updating the application packs. Being all up-to-date and tested, just do the pointing to the production database. doubt: When we update the application, is the database also updated (structure and tables)? If so, this strategy would not work ... If it is not, could I simply install a new application and point to the
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 14-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic- "Service request: Employee Onboarding simplified" which will be conducted on the following date : 14-05-19 ( we are locking down this post for time being and will be available for discussion on 14th ) Reference link : https://pitstop.manageengine.com/portal/community/topic/masterclass-%E2%80%93-servicedesk-plus-online-training-series-starts-may-14th
Update 10.5 - ERRORCODE:1009:KeyStore password in server.xml should be Encrypted form
Trying to update to 10.5 and get the following error during pre-check. ERRORCODE:1009:KeyStore password in server.xml should be Encrypted form Currently running 10.0 Build 10012. I'm using SSL with a pfx file.
Requester account created for typos and users that don't exist
We have the setting for allow dynamic user addition set to No. But, if you misspell a name or enter a name not in the requester list and submit the ticket, it creates a requester record for that user. User in the requester list.
Enabling "On Behalf Of User"
We were trying to enable the "On Behalf Of User" option by using the below query. update globalconfig set paramvalue='true' where parameter='ON_BEHALF_OF_USERFIELD'; We received the below message: Msg 208, Level 16, State 1, Line 1 Invalid object name 'globalconfig'. Any ideas?
Expand All on Conversation
Hi, We're working on the newish version (10007), and some feedback from my technicians is that it would be helpful to have an Expand/Collapse All button in the new Conversation section so that they don't have to click onto each Note to expand it and so can read through the history of the call quickly. What's the thoughts on that?
SDF-44024
Hi all, there is a news about SDF-44024? Thanks a lot, Davide
Beginner help with Powershell and RestMethod API calls
My main goal with this is to be able to add a new request (which I've already tested successfully) and then add a reply to it. So far I'm having trouble with the reply part. In digging through the API v3, it doesn't appear that there is a reply function (and I don't think that Update Request is the appropriate one unless I'm mistaken) built into v3, so I think I'll have to use V1. However I'm not quite sure how to. Here's the code I have, which I think is a mash of V1 and V3: $ApiKey = "My key goes
Auto attach and resolve
Hi everyone, I'm struggling a bit with the automation. The staff that we support are not very "self-supportive" and are not expected to benefit from Self Service links. What I'm looking to do instead is when they create a work order for something that can be done themselves that it's automatically resolved with an attachment. Is this possible?
[SDF-51074] Task Template: Site
We're trying to use more task templates to speed up request delivery but ran into this 'issue' when building them. Why is it not possible to create a template and assign it to group within a particular Site? The Groups/Techs behave the same as Custom Triggers where available Technicians are only from the 'Not Associated to any Site' group. Why not make all sites available so we can preconfigure the appropriate Group or Technician from the actual Sites we work in?
SSO / Pass Thru not working
I have no idea why. Everything appears to be set up properly. Pass Thru account was created successfully, I get "success" messages when enabling, but when I visit the page, I get an NTLM failed message and am forced to sign in. When signing in, I can use my domain credentials to successfully sign in. I see some "Access Denied" errors in the logs, but I have no idea what access has been denied, the logs are not very clear. I've zipped up the logs folder and am attaching them here. This is the
Adding notes to report
Hi I would like to add a column for notes to the below report. Running postgres sql. Thanks SELECT aau.FIRST_NAME AS "Requester", aau.FIRST_NAME AS "Requester", wo.WORKORDERID AS "Request ID", longtodate(wo.CREATEDTIME) AS "Created Time", scd.NAME AS "Subcategory", wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician", wotodesc.FULLDESCRIPTION AS "Description", longtodate(wos.LAST_TECH_UPDATE) AS "Last Update Time", wos.ISOVERDUE AS "Overdue Status" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
Technician Availability
Question about this item on the Roadmap: Ability for the technician to mark online / offline which will be helpful to assign requests / tasks One of the challenges we have is determining what's on everyone's plate. We use a combination of an Agile Whiteboard, Project Tasks, Requests, and email to try and manage work. We plan on rolling out the Technician Availability chart this summer to eliminate a few other time tracking tools and hope to eliminate the whiteboard as well. The goal being to have
Technician availability report
Dear ME Team, First thanks all of you to support, I want to know how i can generate report as "Technician availability report", Like, who's absent or available or backuptech, all these information i required in this report, please guide me to have this.
Task assignment and technician availability
It seems the assignment of a task does not reference the technician availability chart. Please let me know if this can be added to the product roadmap.
REST API to search Ticket
Hello Everyone, I am planning to integrate our tool with ServiceDesk through REST API. To do that I need to search ServiceDesk for specific Ticket based on some search criteria. If not found open new Ticket page with few details populated. Is something like this possible? Which is the API to search Ticket? How can I open new ticket page with few details populated? Thanks
Assigning calls to online technicians only.
Hi So we have a helpdesk of 4 people who work a shift rota as per below: 7am-3pm 9am-5pm 10am-6pm 2pm-8pm An example of what I am looking to do is below: From 7am to 9am I need the system to only assign calls to 1 person who is online and started at 7 From 9am to 10am I need the system to only assign calls to 2 people ( 1 that started at 7am and 1 that started at 9am) The issue is that when Auto assign is on, it assigns calls to all 4 technicians even though 2 of those are not in the office. Is this
I can't open the service and I can't upgrade the version
I have the build 9336. When I start the service after a few seconds, the service stops... And also the other problem that I have is when I'm upgrading the build I need to confirm the upgrade. When the upgrade finishes, I start the service, after log in I have a problem and I can't use it. Please, I need to know how can I resolve the problem because I need to upgrade the version with my data. I start to upgrade the version in the build 9007
ServiceDesk Plus startup issue post 10500 build upgrade
Hello users, As you maybe aware that Java Runtime Environment (JRE) has been upgraded to the build 1.8 in ServiceDesk Plus 10500 build. So far, we have had handful of users reporting startup issue post 10500 successful upgrade and most of the cases found to occur as the application tries to start using JRE 1.7. This occurs due to environmental restrictions with renaming the folders. In case if you are facing start-up issues post 10500 build successful upgrade and happened to find the below traces
ServiceDesk Plus Won't Start After Upgrade
Hello, I just updated my ServiceDesk from 10.0 Build 10000 to 10.5 Build 10501 and now it fails to start. If I use the Run.bat I get the attached error message. Hoping someone can help.
"Request does not fall under your permitted scope" --
Hi, Is there any way to disable this message. I'm simply assigning the ticket to another group within the same site. This message only comes up when I assign the ticket via this method The ticket does get assigned but the tech will have to press browser back button then refresh the view. Not great. Does not happen when I assign the ticket from the requester details form. Thanks
Prevent editing the requester
Is there a way other than FAFR, to prevent technicians from modifying the requester on a request? i would have thought unchecking “Edit Requester” on the roles would accomplish that. But that is not the case in build 10020.
How to dynamically populate Change Management role?
Hi - I have set up our Change Management roles to prevent the Change Requester from having edit permissions on the Close stage, and I created a new role called "Change Closer" to fulfill the role solely of closing changes. The idea is that this person must be different from the Change Requester. However, I cannot seem to dynamically populate it when the Change ticket is submitted. Ideally, I'd like to open the form and based on whichever user is in the Change Requester field, choose one of their
Solution acknowledgement
Hello, Is there a way to have users acknowledge whether a solution worked for them or not as part of a resolution? Ideally, if they say no, it appends a note to the ticket stating that the attempted solution failed and the ticket requires additional troubleshooting.
Email to ticket with template
Hi, I'm looking for a requirement where in I will send an email to servicedesk@comany.com and the subject will contain the word "Phone" when this email reaches the SDP can it lookup the subject and associate the template by the name Phone and create ticket with mandatory fields filled as per the template? is this possible?
( SDF-49935 ) Project Gantt View: Ability to view Milestone tasks
Minor enhancement request for the ability to view and edit Milestone tasks after clicking on a Milestone from within the Gantt view. Currently when you click on the Milestone on the left sidebar, the Milestone details open but the list of associated tasks is not shown (Task tab).
[SD-77879] Unpicked Request Notification and Assign Technician Only After Approval
Hi Everyone, I have a question about how two features in ServiceDesk Plus interact. I currently use the setting "Assign Technician only after Service Request Approval" for many of the Service Request templates we use in our organization. This has been working well for us, and only assigns the request to the technician once it's approved. We are also planning to implement "Send notification to technician(s) when a request in this group is left unpicked" for our support groups. This is to ensure the
Please sort survey responses by Response Date DESCENDING
We heavily use the survey response feature in SDP. However, whenever we go to Admin > Survey Reports, the responses sorted by Response Date ASCENDING by default. Can you please change this to DESCENDING so we're not having to click the Next button 500 times or having to constantly select a Start/End date? Thanks!
SSL Certification install for Https portal SDP 10012
Hello Team, can you please help me with guide line how to install put ssl certificate on servicedesk portal so that we access our public service desk portal through Https link, build 10012. please guide me, Thanks Regards, Subrata Pradhan
Update Service desk from 9426 to 10
i am using 9246, postgress im trying to update. im using the uPMG.bat since my previus version was on mysql. i stopped the database and service, but when i want to update this, im getting this message.
How to export-import PLSQL data from one server to another server
Hi, I've tested all functionality in my test server and now I planning to move all data and etc from one server to another server. Anybody helps me that how to export and import PLSQL data. Thanks,
Custom SQL sentence
is it possible reopen a ticket with its previous stage? If a ticket was in status: feedback, and a technician changed the status to closed, can with sql revert that?
Request does not fall under your permitted scope.
Hi ManageEngine, The technician have picked up, added 1st note and edited the status for the ticket. Then today the technician tried to change it to Resolve but can’t because the ticket is still unassigned even though the technician have picked up. After that the technician edit, choose her name and saved but suddenly she can’t see the ticket anymore. Please help to check. Similar issue happened before, is there any step that she did wrongly?
Trouble with outgoing mail config
Hi, I installed Service Desk Plus (free version) on my laptop to try this software. it was allright, but on the mail config, I have a trouble with the protocol SMTP. With the incoming config hasn't problem, but when I try an answer a request, the module notify an error and not work. The bussiness mail work in Office 365 through a reseller. If I configure with EWS, the system notify an error about a permission of the mail to answer the request. I will attach a support file for your analisys. Regards,
Template tasks in API
I am having trouble creating requests using the V3 API which include tasks created from template tasks. I have tried adding the "request_template_task_ids" field to my request JSON and including the task IDs to be created, but this produces an error. Is there any documentation or examples of how to properly use this? I am able to create the request successfully, but the task portion causes the error.
User Issue
Dears , I have an issue that During changing requester to a technician the system stopped for unknown reason , the user is not showing under requester nor under technicians Tab. The User can Login & open requests , I need your help it's very Urgent. I am Using SDP 9.4 Build 9425 MS SQL 2008 Thank you
SD doesn't start after restore DB
Hello, I'm trying to move my old ManageEngine server to a new one. The old server specs : old installation upgraded until build 9011 with MySQL The new server specs : New installation, build 9011 with PostgreSQL When I try to restore the DB to the new server, the restore complete successfully but I can't start the SD Server anymore. Could you help me ? Thanks, Kevin Baugnet
Restore from MYSQL to POSTGRES just stops and ServiceDesk doesn't start.
I'm trying to restore SD onto a fresh serve: Old Server = Win2008R2 /MYSQL New Server Win 2016 / POSTGRE / AV & Firewall Disabled Both on version 9335. I've completed a fresh install, start, confirmed it works. I then run: shutdown.bat (wait 1 min) RestoreData.bat Select my .data file. Select YES for production install. The window is up telling me restore is in progress. Then it disappears (it doesn't say restore successful), and I've left with the CMD window. When I run the RUN.bat I get: ServerContainer
Show Contract to users
Hello, I was wondering if it's possible to show the Contracts section also to normal users othen than technician. I can't find where I can enable this option if present. Thanks.
(SD-70065 )"Request does not fall under your permitted scope" when requester opens own request
Hi We have a requester who can't open a single request, when the request is found with the search tool. If the requester open the request from the link provided in an email, there is no problem viewing the request. No other requester or technician have this problem, and it's the only request (that we are aware of), that have this problem. We are running version 9400.
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