blank screen using SSO
After enabling Pass Through - users & administrator only gets a blank screen Who do I get access, I am not able to disable Pass Through without the GUI, or?
Category Report - Report to show unused Categories over the past year
We are in the process of updating our Service Catalog and I would like to run a report of the previous year's Requests and determine if there are any unused Category/Subcategory/Item during that time span. We are on version 9.3 Build 9334 using a PostgreSQL database. Thank you in advance.
How do we remove Requester Details
How do we remove the requester details from the request page? See attachment for details.
How to Hide Requester Details From Request Page
Hi, I want the requester details information not to be displayed on the request page, but I did not find in any part of the SDP how to hide it. Is there any way?
Query Report - Sort by "Logged In Time"
Hello, I'm using the following query to determine when a request has logged into the self service portal SELECT AaaUser.FIRST_NAME "Requester", MAX(AaaLogin.NAME) "LoginName", MAX(AaaContactInfo.EMAILID) "Email", MAX(AaaAccSession.USER_HOST) "IP Address", longtodate(MAX(AaaAccSession.OPENTIME)) "Logged In Time" , longtodate(MAX(AaaAccSession.CLOSETIME)) "Logged Out Time" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID Left JOIN HelpDeskCrew ON SDUser.USERID=HelpDeskCrew.TECHNICIANID
ServiceDesk Plus 9335 Released
Dear Users, SDP 9335 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9335: SD-69732 : Technician name is set as empty in Desktop Central when the technician name is edited in ServiceDesk Plus. SD-69971 : In some SSO-enabled environments, blank page appears during login. SD-69958 : Vulnerability fixed. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Query blocking in SQL creating work stoppages
Hello, we are getting some frequent query blocking in SQL for ServiceDesk Plus. It seems to happen 1-3 times a day. We have tried to create a support dump file since when the query is blocking we cannot do much of anything in ServiceDesk and it is mainly unavailable. We are running SDP 9324 on a VM with 10 GB RAM and 4 Cores. 95% of the time the blocking query is this: (@P0 bigint,@P1 bigint,@P2 bigint,@P3 bigint)UPDATE "WO_Tech_Info" SET "NEXTTECHNICIANID"= @P0 , "ENDTIME"= @P1 , "TIMESPENT"= @P2
Request for a custom report
I am using SDP 9.3 build 9332 running MSSQL. I would like a custom report to show me the average time it takes each technician to close an incident or request. Can anybody help with that?
Reporting on specific Service
Hi Team, I have created service "Mobile Request" under Hardware service category. I would like to have reporting on only "Mobile Request" service. So how will get the report? Could you please guide me so that I can explore. Thanks, Amol
Public Project List
I know that I can not do what I want with Project Roles. (expose just project list and no tasks) ref: https://pitstop.manageengine.com/portal/community/topic/how-to-let-users-see-projects-with-no-details How would I via API or SQL pull the project list? Is that possible? I would like to pull Project name, planned start date and planned end date, so I can expose on an Intranet site to all employees. Please advise.
fileattachments.zip files
We ran out of space on our SD server, and I see that there are these zip files (fileattachment1.zip, etc) in the root ServiceDesk folder. I cannot delete them because Java.exe has that process open. What are these files, and how can I relocate them to another drive? Thank you.
SSO Problem when Domain in URL
Hi all, I am having problems with SSO and Active Directory. If I access my site using host name only, SSO works. If I add my internal domain name to the host name, I receive an "Authentication Required" box in Chrome. What am I missing? I know it's something simple. Thanks, David
Forwarding requests within sites
Hello all, I have a scenario where I will have two installs of SD+ being used by 2 different departments in the same organisation. I may want requests that come in to one department forwarded to the other. When the request is created, it gets its ID number. All well and good. If a tech in dept 1 needs to forward a request that has come to the wrong department to department 2 and the ID number already exists in dept 2, the request will append to the conversation history of the existing request. To
Exclude users from an AD import
Hello all, Is there a way to exclude certain users from being imported during the AD import process? I didn't see anything and I have several users that are service accounts and I don't want them in the Requester's list. Thanks for any and all help! Chris
Change IP for SD+ server
I need t change Ip address of our SD+ server (application) Database is located on different server. What is the way to change ip and what should I do to make this change(all needed task, etc.). Server name will not be changed
Updated to 9334 and now blank web page on server running ServiceDesk
I updated from 9326 to 9334 last night. After the update I started the ServiceDesk service as usual and when IE11 launched on the server the logon screen/page is completely blank. I do get the logo next to the page address in the address bar but nothing on localhost. Remote PC's are able to access the help desk. This is only an issue on the server that hosts ServiceDesk. Any assistance is greatly appreciated.
WARNING :Site cannot be deleted as it is being used by a module.
Hi all, I am trying to remove a site that was added through an AD import mistakenly due to bad data in AD. I can't see where this one site is connected to or being used in any module. I only have the Standard edition so there aren't many modules. Is there any way to search to see where this site is being used so I can remove the connection and delete the site? Thanks, Chris
Leave Approval via Request
SDP Has a fairly robust schedule feature. Lots of moving parts involved. I was wondering if it's possible to make a request, with approval, for time off and then, on approval, add the dates to the schedule based on the category chosen. All the pieces look to be there, I just don't know if they all talk to each other or flow together. Possible? Has anyone done this before? Thanks David
Service Catalog - Field and Form rules disappeared after removing question in resource info
Is this how it is currently being designed? If you set a field and form rule on a field (resource info > questions) with actions such as hide field, show field or run a script, then REMOVE the question. The field and form rules for that field / resource info / question disappear. If you put the resource info question again, all the removed actions and scripts does not return.
Changing the host name on the ServiceDesk Plus server
I am working on a migration of SD+ to a new server. SD+ is currently running on server_A and we are standing up server_B to migrate to a new OS (Windows Server 2008 R2) and database (MS SQL 2005). I have read the FAQ and have the migration instructions, but my Administrator has a question I have not yet found an answer for. As the last step in the migration we are planning on shutting down the old server (server_A) and changing the name and IP address of the new server (server_B) to the old server's
ServiceDesk Plus 9334 Released
Dear Users, SDP 9334 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9334: SD-69824 : Agent certificate and jar signed certificates are expired. Msi and jar files needs to be signed with the latest certificates. SD-69626 : Upgrade failure occurs when a CI type which is created later is made the parent type of a CI type created earlier. Issue occurs when both the CI types are mapped to a same product
Trying to start PostgresSQL server failed Unclean shutdown of previous run.
Hello, I have a probem with ServiceDesk Plus from December I cannot start the ServiceDesk since then. :~# /etc/init.d/servicedesk start Starting AdventNet ManageEngine ServiceDesk-Plus :~# tail -f /var/log/servicedesk-plus.log JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Change Request Date & Time
I need to change some of requests date & time submitted, and all following replies date & time. Anyone have a sql query (update) to help me with this. I'm using SD 9.3... Thanks.
Mobile App issue, hoping for help
For some reason, when I install the mobile app, all features work EXCEPT push notifications. I get an error Push Notification Registration is failed. I am not sure if I am missing a notification center setup, I have an iPhone X on version 11.2.2
How to delete the email suggestion list
Hello all, is there an option to delete the email suggestion list in Servicedesk Plus. Thanks in advance and regards Guido
Request forwarding
Dears, How to add a variable of the forwarding person who forwards a ticket. I want the receiver to know that who forwarded the ticket. I only have the technician variable to choose. Servicedesk Version 9308. I tried using the $LoggedInUserLoginName variable in the forwarding template, but not working. Best regards Murali @Name = Muralee D.@ @Mobile Number = 0506424099@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@ @Current Build = 9308@ @32 / 64 bit installation = 64@ @Logged
Field and form rules: resource sections and mandatory resource fields
Please consider the following scenario. Resource section 1 > Resource field: Select A or B - mandatory Resource section 2 > Resource field A1 - mandatory > Resource field A2 - not mandatory Resource section 3 > Resource field B1 - mandatory > Resource field B2 - not mandatory Initially, only resource section 1 is shown. This is also the case if the user has not selected A or B. When the requester selects A, resource section 2 is shown, resource field A1 is mandated and resource section 3 is hidden.
set leave Technician automatically
Hi, I created a sql procedure(FIRST LOOK) to automatically set up "LEAVE TECHNICIAN" from other software. Q1: why is there a delay until SITES OF TECHNICIAN appear in the web interface TO BACKUPTECHNICIAN? After a few minutes everything seems okay in web interface, but the incidents are not automatically attributed to the BACKUPTECHNICIAN,why? Q2: have a better solution for my problem? ALTER procedure [dbo].[SetLeaveTechnician] (@username1 varchar(50), @username2 varchar(50),@dataStart varchar(20),@dataEnd
Sites issue
Hello, I am setting up our implementation for SDP, on site, and I am encountering an issue to do with Sites. I have added multiple sites and I would like to add all the techs to all of the sites. However, there are no sites listed to add them to. I am also getting a popup every time I go to the Technician page that I have attached. Has anyone had this issue and, if so, how did you resolve it? Thanks, Chris
Notification for Task closure
Hi, for an internal reason I need to notify requester the closure of some Task inside a Request. I could not find any explicit setting for doing this. Is there any workaround for this? Thanks Enrico
How to change request mode using buiseness rules
How can we change request mode (mobile, e-mail, sms etc.) using buiseness rules? We can't see it in the dropdon menu in actions.
Can't send command to SMTP host
Hi, I am using on -promises free version of SD Plus, I have setup Office365 mail configuration, We are receiving incomaing mails but not sending e-mails. I have attached log file for your review, please advise
Due-by time of requests sent in via email
Good afternoon, A number of our clients submit service desk requests via email rather than the request catalogue. By default, it sets the Due-by for these requests to one day after the time the request is submitted - Is there anyway to alter this to 3 days? Kind Regards, Ryan Parker
Custom Trigger query
I've been looking into how Custom Triggers work via the following link: https://help.servicedeskplus.com/configurations/helpdesk/custom-triggers.html Looking at a new Custom Trigger you can set them to execute a script (under a certain condition) when the Request is Created, Edited or Created / Edited: Could someone explain how this is different to the Field and Form rules, using On Form Load?
Incident Approving feature in Standard ServiceDesk Plus edition
Dear support team, Is the Incident Approving feature available for Standard Service Desk edition? In Incident Template Form - Work Flow Tab - Approval Configurations Header, I can't see approving level selection fields there. Best regards, Sergiy
Add New Technician: Notification
We'd like to have the ability to automate a welcome message to newly added SD+ technicians. These notifications could highlight their assigned support groups, credentials, tutorials, etc...
Description on asset
HI, there is a description field on Windows Server configuration item. is it possible to search for text written in the description field, like text in a request?
issue while backup and restore from windows to linux in servicedesk plus
I have configured servicedesk plus 9.3 buildin 9301 on windows server 2003 32bit with ADS authentication. When i will backup data and restore in Ubuntu server 16 then administrator and users are not able to login on servicedesk plus. I have checked administrator is already enable but local authentication is not showing on servicedesk login screen. Please help to resolve issue that how i can enable LDAP with existing database on linux machine.
RestAPI Change Asset issues
Hey, So I'm playing around with a Powershell script to use the RestAPI to put in Change Tickets...I've got it all working, except for some reason I can't get the Asset to come in, it's just blank for some reason, even though the asset I've used in the InputData below is the exact name of the asset already in the CMDB. I've obviously changed the name of the entry to contoso.microsoft.com, but the asset I'm using matches exactly to the asset in CMDB. All the other information is passing across, but
There is a way to request an approval for a Task
Hi all. In our organization, we have multiple data owners, for different databases. We have a process for the treatment of incidents or requirements, for applications, which implies the need to execute a script to obtain data from the Databases. This can be requested several times per case. For that, we need the approval of the Data Owners. The appropriate way to proceed, for us, would be to create the Service Request or Incident, and obtain the approvals in each of the tasks that we would send to
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