blank page after update to latest version 9426
Hi, i get a blank page after upgrade from 9416 to 9426. any clue why? service is running.
SQL Query for Report Generation
Team - Required query which contain Techs Name , Location i.e. Company Name and City Name , Categories Count i.e. Laptop , Desktop Calls etc for Month or for Quarter . I am using Build Information Your Version : 9.3 Build 9309 Latest Version : 10.0 Build 10000 [Details]
Creating a report that shows current open tickets
Hey guys, I'm looking for a report similar to example 1 that's more condensed and easy to view as a widget. Ideally it would have technician names (from support group Help Desk) and the number of "In Progress" tickets they have rather than each status broken out. Example 1: If all the "In Progress" (not completed) statuses were condensed, this would work great. Example 2: Stock report of technician names with different statuses. We don't use Open much so this isn't quite what we're looking for
How to Hide Requester Details after submitting the case
Hi there, I found the code below but it doesn't work anymore. jQuery('[name=selectedCIs]').parents('div.fafr-row').eq(0).hide(); Please help. Thanks,
CMDB REST API - Get Asset Status
Hi, i'm using the API for "Get CI Details using criteria". I´m adding "Asset State" as a tag in the XML for returnparameters, but I dont get any value back. Any special reason to why that dont work? ... </criterias> <returnparameters> <name>CI-ID</name> <name>CI Name</name> <name>CI Type</name> <name>Site</name> <name>Description</name> <name>Asset State</name> ........
Notification: Change Request modification
Feature request to include an 'Edited By' variable for this notification template. It's useful for users to quickly review what was updated and by whom:
Solving the mystery of help desk request reopens
Everyone loves a good mystery. There's just something irresistibly engaging in uncovering what's been concealed. However, when it comes to your help desk, mysteries can be nerve-racking. Take request reopens for example. Do you know why so many requests were reopened this month, or last month? Solving this mystery should be the primary focus for any help desk manager because too many request reopens means customers are not happy with your services, and unhappy customers are not good for business.
Cannot restore data after changing database in SDP v9425
I'm trying to convert my database from postgres to SQL. I've followed the instructions found here (https://www.manageengine.com/products/service-desk/faq-general-modules.html), but I am having issues at Step 6 Restore Data. When I try to restore from the backup, I am prompted for a password. I have tried all of my documented passwords, including the Master Password created in Step 4. My installation uses AD and there is no Administrator account. Can you please tell me what password is required to
Could not start Postgres database, The port 5432 is in use.
Server is starting. This may take a couple of minutes ... Free edition... Could not start Postgres database, The port 5432 is in use. Trying to start PostgresSQL server failed root@sd:/opt/ServiceDesk/bin# Ubuntu 15.04 64 bit, Service Desk version 9.1, PostgreSQL version 9.3
Failed to upgrade to v10. (Java heap error)
I tried to upgrade from v 9.4. build 9400 to v.10, but got an error message: "java.lang.OutOfMemoryError: Java heap space" Server is Windows 2008 64Bit , 8GB RAM.
Technician Auto Assignment to Requests (an explanation on Precedence)
Want to try your hand at our "Request Life Cycle" feature? Head here and we would be happy to receive your feedback.
Problem module error 9425
Hi, When changing the technician field in a existing problem request I get the attached error. The error does however not show up if first pressing the "edit" button and then changing the technician. SDP 9425, MSSQL, tested in Chrome and IE11 (Windows 10). Regards, Alexander
On-hold time not being exported with other data (v9421)
Hello We have been trying to create a basic KPI table from SDP and find ourselves unable to report on how long tickets have been in the Open state for. This is because when we export the ticket history to XLS, there doesn't seem to be any way of exporting On-Hold time. This seems like a rather large omission, as it is integral to measuring technician performance. I note that you have advised someone elsewhere on this board to go digging into some 'workorder' tables, but I cannot find a way of doing
Trouble Adding Managed Software
I am trying to add a managed software product to purchase. I select software as the product type and click on the "+" next to the Choose Software field. The "+" has the tag "Add Managed Software". Nothing happens when I click on that button. I have added a screen shot. I am using Chrome (popup blocker is turned off), we are using ServiceDesk Plus 9.3 Build 9335 MS SQL.
ServiceDesk Plus 10 - Known issues
Dear User, The following list contains the issues identified in the ServiceDesk Plus 10 release. We are working hard to fix them as early as possible. Expect an update soon. Migration fails , if we have renamed any of the default status to Assigned or In Progress status. [Fixed and Released] Fixed an issue in latest ServicePack 10 , where the homepage didn’t display widgets such as Announcements, My Tasks, and My Summary. [Fixed and Released] SD-74934 : Dependent (group, technician) fields under
Rest api sometimes asks for login credentials/redirect to login page for Add Request operation.
The first time the page is loaded in a browser it redirects to login screen instead of sending the AddRequest operation. Any idea how to fix this? Thank you, E.L.
9425 skip log in prompt
Since upgrading to 9425 we are periodically getting the log in prompt where as we had the single sign on implemented prior. Do we need to do anything in the new version? it doesn't happen all the time. Any hints are appreciated. Thanks
Let all users access the PR Module
Can it be Possible that all the users in the System can access the Purchase request Module. If possible, this will help different users make PRs from their logins and their Supervisors approve and it advances to the PO. At the Moment, A particular user must be granted /given access to the purchase module
instalar la version build:9232 de service desk plus
hola buenos tardes estoy buscando unaversion build:9232 de service desk plus, ya que tengo instalad ala version 9.4 y al momento de redireccionar la base de datos a esa que fue creada en la version build 9232 me manda un error de que no se puede conectar hasta que tenga instalada esa version, saben donde la puedo encontar o que puedo hacer
ServiceDesk Plus will not open in a browser
I have been running the trial version of ServiceDesk plus, it expired. I was told that in order to downgrade to Standard (Free version)and continue I would have to reinstall from scratch. I ended up doing that. I uninstalled the Enterprise trial version I had and installed Standard. Now, Standard won't open in a browser. The SDP service says "running" and there is no other indication of trouble except that SDP won't open in a browser. It's installed on Server 2012, I had it all working with the
[SOLVED] Change print preview customizer defaults
Hi Is there a way to pre-unselect some options when a technician open this view? Right now technicians have to unselect some of the options every time they print a request. Best regards Robert Lundgren
Upgrading to 9426
We are about to upgrade from 9033 to 9426, are there any pitfalls or processes that we should know before making these upgrades?
Self Service Portal HTML Changes
Does anyone know how to modfy the code in the attached section/widget. We do not like the out of the box "How Can We Help You?" section that cooresponds to the Service Catalog and want to make it simpler for users but not change the heirarchy structure of our Service Catalog. We were told by phone support that there was an HTML file that we could re-write ourselves, but they have since changed their mind.
Get the first glimpse of ServiceDesk Plus Beta
Dear Users, We would like to bring to your notice that, we are planning to release upcoming SDP ServicePack with below features. Build url : http://beta.servicedeskplus.com Request Life Cycle : Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition/s easily. The next possible transition for any request is displayed in the Request Details page. Associate a life cycle to any number of templates. However, only one
How to find scheduled reports?
We have some reports that get emailed to us on a weekly basis. However, I'm unable to find these reports in SDP at all. Is there a way to search for reports? Or find a list of scheduled reports? When I clicked the Showing dropdown and selected Scheduled, it didn't list anything. I'm using SDP 9425. Thanks.
Reminder emails don't have link to request in SDP
We just tried out the reminder feature today. It seems to work great, except for one thing. If I setup a reminder while editing a request, the reminder window shows a link to the request while I'm entering the info. And if I bring up the reminder under "My Reminders" to review it, it shows the link to the request. However when I get the email notification there is no link or association with that request. Am I doing something wrong or is there a notification template somewhere I haven't found? Or
API V3 Question
Hey Guys Hoping someone could give me a rough time frame on when the below API call would be released or if it already is? I am assuming it isn't as this is the beta documentation, sorry pretty new to SDP https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#add-worklog-for-project-task We are running version 9402. Would be keen to make use of this in our workspace. Thanks for your time Rodney.
Trash for other modules
Please consider to add Trash for Problems , Changes , Projects and Solutions . Also, it would be great if I have ability to set custom number of days when I want to delete items from the Trash.
Limiting Open Changes
I have stared to wonder about WIP Limits lately. I am considering if there is any way to limit the number of Open Changes that can be assigned to a Group in SDP? I can't think of a way of doing it, but wondered what people think. Ian
Update Virtual machine host using api
Would like to know how to update the field (Is Virtual Machine) under Server using api. I tried this but not work. Thanks <parameter><name>IS VIRTUAL MACHINE</name><value>true</value></parameter><parameter><name>HOST</name><value>machine</value></parameter>
"associated purchase request will get removed" prompt
We just updated from 9414 to 9421 last night, and now techs are getting the below prompt. We have never used any of the Purchase Order functionality, or even configured any of the options. How can we get this pop-up to go away?
Widget for listing requester assets.
Is it possible to make a widget for self-service portal so when a requester log in they also see there assigned assets ?
Save As without having to run report
Currently I have to create a report and run it before I can even save it, If I want to edit and "Save As" a report as a slightly different version, I only have the option to save, overwriting the one I already have, that I don't want to change. How can I get round this? It wastes hours of my time running reports only so I can save them to run at a later date.
SDP fails PCI DSS Scan
CERN httpd Double Slash Protected Webpage Bypass - does anyone know how to block this please? The remote web server allows an attacker to access protected web pages by replacing slashes in the URL with '//' or '/./', which is a known problem in older versions of CERN web server. Contact the web server vendor for an update or tighten its filtering rules to reject patterns such as : //* *//* /./* */./*
[Webinar recording] Launching advanced analytics for ServiceDesk Plus' request history, projects, and solutions modules.
In case you missed our webinar, Launching advanced analytics for ServiceDesk Plus' request history, projects, and solutions modules, here's the recording:
Reopened Calls Report
Hello, i'm looking to report on reopened calls, is there a query available for this please? If possible looking to report on following information: Ticket Ref Date Created Date Closed Closed By Closing Category Date Reopened Reopened By Reopen Count? Many thanks Lisa
Can Field & Form Rule update Subject text when editing Request Details?
I have created an "On Field Change" Field & Form Rule to update the Subject text based on the contents of several fields. The rule works fine if someone changes the value of an Additional Field by editing the request via the Edit button at the top of the request screen, just to the right of the Request ID. But the Subject does not get updated if the user edits within the "Request Details" section - either by clicking the Edit button in that section or by clicking directly on a field to be edited.
Cannot Configure ManageEngine Servicedesk Plus Mail Server Setting Please Help
Cannot Configure ManageEngine Servicedesk Plus Mail Server Setting , i install new server Exchange 2016 Internal Only when make Configuration ManageEngine Servicedesk Plus Mail Server Setting IMAP or IMAPs appear massege FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
reset passworf of the Administrator
Dear Support, Am trying to reset the Password of the Administrator in SDP but getting an error.PFA
Asset Manager Role
Hi all, Is it possible to limit in some way the functionality of the asset module available to a technician when it has been assigned asset management privilege? I am not talking about the standard yes/no possibility of "full control", "view", "add", "edit", "delete" and "scan". Rather I would like to give, to a technician with asset management privilege, the possibility to operate only on a restricted number of assets and not on all the available assets resource in the system. Best regards Antonio
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