Problem connecting to mailbox.
Request to sevicedeskplus via email suddenly stopped. This is the error message I saw when troubleshooting mail server settings: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I could telnet the port POP/110 , I also get reply when i pinged the mail server.
List of Reports
Is there a way to generate a list of available reports existing in Service Desk?
SDP listing of all fields
is there a listing of all FIELDS with details of what links to what ?
IT analytics in 90 seconds: Why averages don't give you the full picture
A combination of average values and standard deviation helps you spot irregularities in help desk operations. Sign up for a personalized demo.
Migrate mysql to mssql
Hi, Trying to migrate from mysql to mssql, I've created a empty db and it fires up ok. when i do the restore data however i get the error below SEVERE: haltjvm.on.dbcrash is set to [false] Oct 06, 2018 10:41:44 PM com.adventnet.db.adapter.Jdbc20DBAdapter getShutDownStr ings INFO: shutDownStrings :: [] Oct 06, 2018 10:41:44 PM com.adventnet.db.adapter.Jdbc20DBAdapter loadFunctionTe mplates INFO: Loading the function patterns from the file :: [null\conf\Persistence\mssq l_functionpatterns.txt] Oct
SDP: Mail not sent (notifications from the SDP interface)
Hello. SDP version 9.4.9421 is installed. Configured to send outgoing mail. SMTP protocol, port 25. When sending a message via the SDP interface, we receive the message "Failed to send notification". What could be the reason? Decision? Sincerely. Igor Stepanenko.
SDP does not receive mail
Hello. When saving the settings for receiving mail, I get the message "ERROR: The email parameters have been successfully saved." The certification path to the requested object could not be found. Please configure to apply the trusted / self-signed certificate. ". Protocol POPS port 995 interval is 1 minute. Original message: "ОШИБКА:Параметры эл. почты успешно сохранены. Не найден путь сертификации до запрошенного объекта. Пожалуйста, настройте для применения доверенного/самозаверяющего
link and merge incidents
Hi Would like to know in what case should we link request , merge them, or add a dependency. Thanks
Resource Mandate
is there a way to mandate a resource in a request via form field rules?
FAILURE: We are sorry to inform you that ManageEngine Analytics Plus DB row have the maximum limit
We are using SDP 9414 and integrate it with Analytics Plus. When I wanna to sync data from SDP to Analytics Plus show me attached error. We have Enterprise Plus license for SDP and also have Professional license for Analytics Plus. What Should I do? Does this sync operation related to limitation of 500,000 row in once or No? Should I use CSV Analytics Agent tool? Thanks
Survey Reports after version 9414
I'm trying to get survey detail by survey and question. I used to have a report that ran fine < 9414. With the new survey tool AFTER 9414 was there a complete overhaul of the surveys? My report I got from the SDP team is pulling less. I want a report including request ID, survey name, question, response and answer value. Any hints or do I just need to start fresh because the table structure changed to drastically? Thanks. Using MSSQL on v9414
Incorrect time !
Hello, I manually updated the Time Zone with tzupdater.jar but we still have incorrect time (it's 1 hour behind computer's time) as you can see in the print screen. What's the solution ?
Custom script - format checkbox group on a single line with comma separation
Hello! I'm wanting to take the selections in a checkbox group and format them into a text field with each option separated by a comma. I want to do this in a custom script when the form is submitted under Field and Form rules in a service request. The resulting field will be used in the description of a child request that is created via a separate Python script. This script is based on one avaialble on here. Anyone able to help me with this? Can't seem to get my head around it! I get by with the
Multiple Request Surveys
I have a default survey with no criteria and another request survey targeted to a specific users as they requester. When that user closes a request, they are only getting the default survey email and not the other one. Can I only send out 1 survey (on version 9414) or does using the DEFAULT limit me? I need to test this new survey against a user before we can go live and it doesn't help if I can't fill it out. Please advise. Thanks
DesktopCentral Asset Scan No Longer Importing into ServiceDesk Plus After Upgrade to 9414
Hello, After upgrading to 9414, our asset integration with DesktopCentral appears to have stopped. The automatic scans have not completed successfully since the update, and when I try to scan an asset manually, it says "FAILURE: Failed to communicate the agent" Has anyone else come across this? Thanks, James
Asset Reservation
Hi Users, We are in-progress of analysing Asset Reservation feature in ServiceDesk Plus and We need your help !! Feature: The asset reservation feature makes it easy for end users to reserve company-owned equipment from a centralised location. Feature Aspects: End user will have asset reservation section in their self service portal(Home) page, so that the reservation can be easily done. Reservation page will have advanced filters so that users can comfortably refine the asset list and choose
Request Collaboration change default port?
Hi there, Our Request Collaboration isn't working (warning when another technician is in the same ticket). I've done some searching and found that the server.xml needs a connector entry with port 8081. Using netstat I can see that port 8081 is already is use by another windows application (check_mk_agent.exe). So we've changed 8081 to 8082 in the server.xml. If two technicians go to https://servername:8082 and look at the same ticket they see the notification. But when using the normal link ( on
Add ref # to recently viewed
Feature request to add the related reference number (ticket #, task ID, Change ID, etc), in addition to the title, to the view of recent items. Technicians speak in terms of numbers and tend to reference a request by # and not title -- especially when handling multiple tickets.
Adding Change Approver
Hi, Can anyone tell me how exactly do I add change approver for each accounts I have in MESD? Thank you.
Service Catalog - Export to file
dears, Hi, I want to export service catalog to a file (excel). would you please assist? BR
Restore DB to new server
We need to move our ServiceDesk Plus server to a new VM and for that i installed the same version (9.3.3.5) on the new VM. I tryed the to restore a full backup (Mysql) to the new installed server with pgsql. However as per the restprestatus (attached) it only partly restored the DB. any idea what went wrong? regards Matt
SLA Escalations not working
Hello, We are using build 9021 on a MSSQL DB. We have created server SLA's and configured level 1 escalation to alert 10 minutes before the SLA is violated and level 2 to alert when the SLA is violated. However, these are not working, the SLA escalations do not get activated when required. Please advise
Technicians screen is blank
Technicians aren't visible. The only visible part on the screen is : Users - Technicians association for All Sites. There are no technicians visible for it. Which is why I can't change/remove them. Adding isn't possibile either since we already have 5 technicians although 2 aren't working here anymore. Could you guys please help us out.
Unable to update User details
Parameter (checkbox Enable to access Desktop and MDM Plugin Functionality) not saving Technicans not migrate to DC If remove the checkbox from the previously added Techniques, it has disappeared from the DC You can not add it again ServiceDesk 9416 logs: [com.manageengine.servicedesk.setup.util.DCTechnicianUtil]|[WARNING]|[118]: Exception | com.manageengine.servicedesk.utils.DCException: Unable to update User details . at com.manageengine.servicedesk.setup.util.DCTechnicianUtil.updateSDPUserToDC(DCTechnicianUtil.java:296)
upgrade path duplicity
Question on the migration path, we are currently on 9120 and want to get current. There are TWO entries for version 9120, the first says upgrade to 9121 then 9200, and the second says to upgrade directly to 9200. My question is which is correct? The upgrade path link: https://www.manageengine.com/products/service-desk/migration-sequence.html Thank you.
Can custom triggers be set to execute when a request is approved?
I am attempting to create a custom trigger that executes upon a request being approved. I saw in another community post where a ManageEngine employee gave directions for deploying a custom trigger that included instructions to set the trigger to execute "when a request is approved." I do not see the option to execute a custom trigger when a request is approved. The only options I see are Created, Edited, and Created/Edited. How can I set a custom trigger to execute when a request is approved? Version 9.3 Build 9335
Powershell to get latest conversation title
I need to update the SR Subject based on whether the conversation title has specific words in it. I can create a custom trigger to fire when there is a new conversation added and I know how to update the SR subject ($obj.Request.Subject) but how to I extract the Conversation subject/Title from the JSON file? 9.4 Build 9401 Chris White Horizons Regional Council New Zealand
Custom Triggers and Checkboxes
I've recently upgraded our SDP environment to 9418 and I'm really pleased with the improvements made to the incident templates however, I've realised that Custom Triggers do yet seem to allow Checkboxes/Multi Select fields to be used as matching criteria for execution. Is this a feature or at least a feature coming soon? Thanks.
Sites in ServiceDesk
Hi I see that you are not able to choose the drop down list for Servicedesk as a regular user but the Sites are only visible to Technicians and Admins. Please, let us know how we could enable the sites options so users can choose the sites that they belong to. Thanks in advance
SDP data integration into BI - Where to find information?
Hi there, we're working on integration of SDP data into our BI software and our dba is asking: - where can I find the information about the real ticket total resolution time, only considering working days/hours (8 hours/day and 5 days/week)? - where can I find information about Technicians scheduler entries? we're on SDP 9.4 Build 9415 and Postgres Thanks a lot in advance alessandro
Custemize ServiceDesk Plus
Hi everyone, i want to ask: Can I edit the title? (attach) Can I create more similar menus? (attach) Hope to get help Thank you very much
[Tips & Tricks] When you really need a useful description in ServiceDesk Plus
Do you often struggle to get your service team to enter meaningful information into a request description other than ‘Done’ or a copy and paste of the request subject? Here’s a little trick we employed with one particular client to get the team into the habit of considering what they were actually entering into the description field in a request in ManageEngine ServiceDesk Plus. This little trick employs ‘Field and Form Rules’ on either an Incident or Service Request Template. In this particular case,
Add custom Text and Link into Indecent Template
How can I add some custom text and link into a indecent template? I'm looking to add a static link to the solution article on "How to copy and paste"
Use of Additional Change Roles
In the workflow for changes, there is the ability to use all the other "change roles", and even in change roles, there is the ability to create new roles. I can't seem to figure out how to utilize those roles in the change. As it stands we can select "change manager", "change owner", "change requester". What if i have a different "change approver" or "change reviewer" that isn't a static person. i.e. it needs to be selected. How are others using these additional roles? As it currently stands i can't
ServiceDesk Plus 9421 Released
Dear Users, SDP 9421 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9421 SD-73564 : Cross site scripting vulnerability is present while viewing the asset details page. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
[Tips & Tricks] Find out if an expired asset reappears with ServiceDesk Plus and AssetExplorer – Part 1
As part of the asset management lifecycle, you would change the Asset State in ManageEngine ServiceDesk Plus or AssetExplorer to reflect if an asset has been ‘Disposed’ of or has ‘Expired’: This has the advantage of releasing an asset node license for commissioning against a new resource in the asset register, keeping your ManageEngine license costs down. However, what if that asset was to somehow reappear in the environment? A helpful technician who managed to resurrect a device perhaps? The reappearance
Windows Domain Scan
have configured a Domain entry that includes:- Domain Domain Controller Login name and Password (which is an AD Domain Admin and has the SDAmin role and no other. When I attempt to run a scan I get a permissions error message. See attached. Can anyone advise?
Approval Issues? Multiple approvers listed but only one can actually approve the request
Hello, I'm just wondering if this is a known issue and if there is a fix? We upgraded to 9224 this past weekend and now our approvals system is broken. We often send approvals to multiple people for each request but now, only one person can approve. If 5 approvers are listed, the first person to approve is able to and the rest are not. They get a message that "the request is already approved" although they have open approvals. Can anyone help?
Need in preset "due by date''
Hello, I need in preset "due by date'' for a filter that shows requests which deadlines today and tomorrow. I know how to show it using extended search, but this action needed everyday changing date.
Hide 'Change Template'
Is it possible to hide the 'Change Template' option for Requesters? I don't want people to be able to change this when they select an Incident Template from the Request Catalogue. I am hoping that the attached picture shows what I mean. TIA Ian
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