Best Database
We have been using SDP for years and have our DB on a MS SQL 2008 server. It's time to decommission that SQL Server so I have to migrate all the DB's to a new server. For SDP I have the options of SQL 2012, SQL 2016 or take a totally different approach and use PostgreSQL on the SDP server itself. I like the idea of keeping the DB local to reduce network traffic and making things easier with VM Snapshots not having to worry about keeping the SDP server and DB in sync. I am of course concerned about
Contract Status
Would like to add "Cancelled" as a Status on the Contract Module. To me, "Cancelled" is different that "Expired" as we may cancel or buy out a Contract early. At that time, we would not want a reminder notification sent. Expired would be a current contract left to lapse and should receive a notification. Is there a way to customize this?
SDP -Asset All Field Select option
Dear team, we need all fileds to be select same time in Asset page. Select all Field has to be enabled. Add "Select All column" option
Difference between helpdesk and service desk?
Can Anybody tell me. What is the Main difference between helpdesk and service desk?
how to sort by "IP address"
Hello IN assets > Printers I have many printers, almost all of them are network ones. I added to view column "IP Address" - this data is taken from SNMP but I cant sort or filter out results - why? Is it a bug? Regards Slawek
Update error message Workorder to CI not complete
Hello, I'm updating ManageEngine Service Desk Plus build version from 9.3.0-SP-0.35.0 to 9.3.0-SP-1.0.0 but I’ve an error message (in attachment) When I launch query: select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; query result is false And when I sending query: select Globalconfigid,category,paramvalue from globalconfig where category like 'CONVERSATION_MIGRATION' and parameter like 'IS_CONVERSATION_MIGRATION_COMPLETED';
SD pages not loading
Hello, I have upgraded SD from 9003 to 9400 in sequence and it started acting strange for example the start splash screen of manage engine doesn't show anymore anyhow managed to get it work somehow, then i have enabled "https" rebooted server and cannot login to SD anymore, it shows a blank page and prompts to download pagename.do I have attached the serverout logs and a screenshot. Thank you for help in advance.
.do download in every SDP page.
Hello, after upgrading to 9400 i have enabled https and rebooted server, but cannot access SDP pages anymore, it shows blank and download a .do file on each SDP page i try to open. Please help
Allow multiple domains in scheduled AD import
When you have a multi-domain active directory forest, you can't configure a schedule import as it only allows a single domain import to be scheduled. It would be helpful to be able to schedule more than one AD domain import... TJ
"My Open request & Open task" ? are possible?
Dear sir, We have a view, with 'My Pending request & open task'. in this case we see the all pending request, Open and Onhold... Dou you have a similiar view... like... "My Open request & Open task"? In this opcion the Onold request will be hidden. Thks mb
Requester name, mail, login in category report for last 6 months
Hi, I'm trying to create a report that queries the following items: (We're on 9.3 build 9335, MSSQL Server 2008) Requester first name Requester login name Requester email address Category is: 'BS&CP - Development & Database' or 'BS&CP / SAP' Request status is closed Request created within last 6 months Column that shows the number of requests grouped by requester (optional) I'm not very firm with SQL so any assistance will be greatly appreciated! Best regards
CMDB report
hi i need know Which program is installed on which computer ? there is one way to see but i need it in report. thank you
Manageengine SDP Client won't start after license expires
Please I need help, my license expired and I requested for a renewal, which I was sent but due to the fact that we don't work on weekends, I have tried to renew the license with the file sent but on trying to open up the portal it's not opening I have tried to restart the DB, service, SDP but still it isn't working. I need help ASAP as I have some reports to present. Thanks
SMS provider configurations
hi i'm using trial version of SDP. i am configuring desktop central to send SMS to our technicians, but when i try to send test message to see if it works it immediately shows SMS Sending failed. i kindly ask you to tell me where can i find the logs that show me where the problem is (show the process sending message so i can troubleshoot)
Queries to list incident additional field contents
Dear Manageengine team, Please guide me on how to export/print the contents of an incident additional field 'pick up' items in to an excel file. The name of the field is 'Services'. @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@ @Current Build = 9308 Best Regards Murali
Loading requesters.
Cannot find previous requests related to Loading Requesters
Restore MySQL Data 9.3 [9335] to PGSQL 9.4 don't work
Restore MySQL Data 9.3 9335 to PGSQL 9.4 dont work Hello install SDP 9.4 on new server BackUp/Restore Connect to: [ http://localhost:8082 ] ^CSystem going to Shutdown --- received process interrupt Shutting down the JVM now! Stopping Services SLAAuditService [ STOPPED ] ..................................................................................................... root1@SDP:/opt/ManageEngine/ServiceDesk/bin$ sudo sh restoreData.sh -c /home/root1/backup_mysql_9335_fullbackup_02_14_2018_20_22_part_2.data
Translations
How do we add translations for the new Additional Fields that we create?
Cannot upgrade from build 9335 to 9401
I cannot upgrade from build 9335 to build 9401. I'm trying to install "ManageEngine_ServiceDesk_Plus_9_4_0_SP-0_1_0.ppm" but Update Manager give me the error "Patch can be applied only over 9400 build. Incompatible Service Pack". There are no other Service Pack available for download between 9335 and 9401. Could you help me with that?
Adding pre filled fields to forms
I am new to this. I would like to add to my request templates and forms requester fields. Department, Phone Number etc that are from AD. Is there an easy way to accomplish this?
How to add automatic timestamping to entries on an incident?
I am trying to improve auditing ability and streamline entries. I need for every time someone makes an edit or update to an incident request, a timestamp automatically appears along with the user's initials or ID.
Some Incident SLAs not triggering
Currently testing 2 different SLA, one for 1 hour and another for 2. Set both SLAs criteria to check Category and if needed be, Subcategory fields. Created 3 Categories (A, B and C) and 2 Subcategories (B and C). So in reality the levels look like: A B -> B C -> C Following are the results: Test Category A - `1hr` - Failed, No Due Date Test Category B - `1hr`- Failed, No Due Date Test Subcategory B - `2hr' - Passed, SLA 2hrs Test Category C - `2hr` - Passed, SLA 2hrs Test Subcategory C - `1hr` -
Excluding IP ranges
I am trying to exclude an IP range from asset scans: 10.10.10.220-10.10.10.226 but keep getting the error: "Entered IP Address Range is not valid" I've also tried a single IP and get the error: "Entered IP Address is not valid" Yet I can perform a whole scan on the 10.10.10.0 range, so it doesn't seem to be an issue using that IP range. I have tried to exclude the IP addresses in the Network Address scan area, as well as Settings > Exclude Devices It's really annoying as our printers use that range,
What API should i use
Hi I'm building a program to post new SD requests to Microsoft Teams, but trying to read documentation and other peoples work I'm getting so confused. The URL for my API is /sdpapi/ - in other topics on this forum i see people using /sdpapi2/ and /sdpapi3/ URL's. The documentation I'm currently using is instructing me to use /sdpapi/ - but in the same document there is information about migrating from API v2 to API v3 (but nothing about migrating from V1?) Can somebody help me clarify on the state
Tasks not shown to technicians
Hi i have an incident request assigned to a technician from a local group created by us which called "Help Desk" and this ticket needs some tasks from a technicians from another group called "systems" but when we add the tasks to the technicians in "Systems" group the ticket does not appear in there accounts(systems group) at all and no notification was sent to them indicating that there is tasks related to them in a cretin ticket and needs to be followed
Form and Field Rules - Check Boxes
Just wondering if you can trigger a rule using a check box? I have tested and even though I can select the field and the check box record the rule doesn't run. Thanks, Tim
PostGresSql to retrieve number of opened and closed tickets last month
Hello! I need a report to show the following : row : Number of requests opened row : Number of requests closed Column : Group by week : week 1, week 2 ...etc The report should be ran for the data from previous month. w1 w2 w2 w4 Number of opened request Number of closed request I have found similar queries but unfortunately are not for PostGres and my conversions aren't working!! Servicedesk plus 9.4 Database : PostGreSQL
Tickets Aging Analysis
Hi guys, I am currently looking to run an analysis the tickets aging against its status. Like the ticket's status "in progress" for how many days, or the ticket's status "pending user action" for how many days? Is there a way to do that? Thank you.
Hiding Specific Category in Manage Engine Tool
Hi There, I am trying to hide specific categories (Not all) from the requester (Default template - Incidents). My purpose is to replace the some out of the existing list of Categories and subsequent subcategories and items with a new set of data (CTI). I guess ,the easiest way is to hide the existing category list from the requester and import new categories to replace them. If I try to create rules and forms then It would take a long time to hide relevant subcategories from the each categories.
Do you know what's your response-to-resolution time?
As a help desk manager, you already know first hand that request resolution times are just as (or even more) important that first response times. Because even though requesters may appreciate receiving a prompt response from your technician after raising a request, unless it is followed by timely resolution of the request, it can lead to customer dissatisfaction. Which is why it is important for a help desk manager to closely monitor the time difference or the time lapse between first response and
Awful product
You should check and test the update before releasing. you made me waste 6 hours today
Automated response when requester replies to old email notification of a closed request
We have a situation where people are using old request notifications to either request something new or re-log the same closed issue weeks or months later. I'm not sure why they find this the easiest way to contact us, but despite attempts at education, it still occurs. We have SDP configured so that closed requests can not re-opened, so the technnician who closed it has to keep an eye out for notifications, assuming they're still around or at work at the time. What would be good is if we could configure
Requesters being created through Incidents
If I enter "Godzilla" as a requester, I get a pop up saying Requester Name does not exist. Do you wish to add new requester as part of submitting a new request? If you hit, "yes", a new requester is created with no details or stats but shows that ticket. So that user will probably never see that ticket again. I have dynamic user creation set to NO. How can I stop this? I don't even want that option, just the error that says "invalid user" and a non-submission of the ticket. Is this a Bug? using version
Unable to start although DB connection is configured properly
I am using CentOS 7 64bit server and DB connection to PostgreSQL is configured properly, but when I try to start it's appear below. Starting Server from location: /root/ManageEngine/ServiceDesk Free edition... Unable to start Postgres server on port 5432, since another instance of postgres is running in this port. System halted Problem while Starting Server Please help me about this problem.
crm advice
Hello , Is there any advice to SDP integrated CRM app ? Two way sync is preferred. Regards,
Technicians to view requester form of template
We have a problem in that our technicians also create tickets but if the ticket they need to create is assigned to a support group that he is not a member of he cannot access that template. I have tried putting technicians in user groups but that does not seem to work at all. Ideally I would like to allow all technicians access to requester versions of the tickets for which they are not in the support group for. Any help would be much appreciated Thanks Chris Cann
Request creating Technician
Dear Manageengine team, I was just wondering what is wrong with the attached script. Could anyone advise please. regards Murali
Release 9400: Some Service Categories fail
This is entirely new in 9400. We upgraded over the weekend and everything "appeared" to go fine. We even tested, but apparently not enough. We have 11 Service Catalog Categories. Two of them are not used, containing templates we have turned off. Nine are in use. Seven of those nine are just fine, all templates work just fine. For the remaining two - the last two on the list for what that's worth - NO TEMPLATES WORK. They all fail to create tickets, and the only thing you get is a red "X" with
Approval Workflow in SR
I have a service request form for travel which involves two approval. Approval should be in sequence, which works fine. However, I am stuck with below flow. When a service request is rejected, by second stage approver, the first line manager and a few groups like HR should be notified. When service request is approved(Final Approval), I need to inform certain groups like HR, Facility Please note that all the workflow should be completely automatic. Any interesting solution? RKR
Customizable audit report
Hi, i need to create a Customizable audit report like Audit history by Changes, but only for workstation and software changes... Can you help?? Regards..
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