Hiding Categories
Hi, I have a number of categories that I want to hide (but not delete) but I can't find any option to do this. Can you advise how I can hide categories in SD+?
9317 technicians not being assigned and error message in mobile app
Yes since upgrading 9307 to 9317, when tickets are assigned in the mobile app for IOS and Android, they go to the wrong technician
Expected url behaviour when Searching
After searching for a request ID, is the expected behaviour of the returned url suppose to be: https://domain.com/SearchN.do Has this changed recently from: https://domain.com/WorkOrder.do?woMode=viewWO&woID=XXXX&&fromListView=true
Sort of the Service Catalog
I would like to use the service catalog and am trying to design my templates and am running into a problem. It appears that the items in the service catalog display are first grouped by incident templates and service templates and then within these groupings, they are sorted by the frequency that the template has been used...at least that is my observation. (The number of requests for each template is kept in a database table.) This is causing an issue in my design because I would like to sort
Difference of Category from Service Categories
Hi guys, We are new in setting up ME SD+. I would like to hear from you what are the difference of the two? Am I correct that the "Category" refers to type of request/ticket? Can you also share a sample Service Categories please for a company that will host a Helpdesk for its affiliates? Thanks in advance. Dr. M
Unable to start service desk
[root@bkr-tpiticket-01 bin]# ./run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/AdventNet/ME/ServiceDesk JAVA: /opt/AdventNet/ME/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -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
Need a service catalog add on plug-in for SDP Standard Edition
Could you make a 'service catalog' add on plug-in for SDP Standard Edition, to make users can do approval.
Cannot associate a user group to a catalog ites
I want to confine a catalog item to a specific user group but cannot work out how to do it. I have the user group and the catalog item set up but cannot see how to connect them. Thanks
Unable to Create a Change Request VIA REST api.
I've been trying to add change request via REST api. It fails because it is looking for mandatory field that is not part of the mandatory field list. Failure message is here : "Group is a mandatory field. Please provide a valid value for the field. \nThe mandatory Fields for this change are [technician, scheduledendtime, statusname, statuscomments, changemanager, groupname, requestedby, impact, reasonforchange, urgency, product, risk, maintenance advisory required?, title, business approval required,
Problem importing images for signature
Hi, Trying to set up a signature and having problems importing the image. Its just a 64K jpeg. I've tried other formats but get the same "Sorry an error has occured" message. Any thoughts? Regards
Admin password recover
How do I reset the password for the administrator account?
Auto update SDP agent version best practices
Any advice on keeping SDP client agents upgraded to the latest greatest version? Any scripts or best practices to automate this? Currently we're doing it manually and we miss machines that are turned off. Any GPO or other scripts would be helpful. Thoughts?
ServiceDesk Plus will not start
Hello, I am having issues starting the program. I cannot log into the web portal trough any web browser. I just get the following error: So far I have stopped and restarted the service, but it will not stay running. I've also stopped the service and tried executing the run.bat file in command prompt. This last method gave me this error: I'm not sure what to try next.
***Delimiter, new Format, new possibility***
Hello Team, I have a question about the new format and possibility with delimiter: ## RE-1234 ## is clear What about TA and SO? How can I use that, there are examples, scenarios? many thanks
CI update via API
Hi How I can update 1-Department CI ( Department name & Head of dept) 2- Requester CI ( Requester name & Job title via API?
API FAILS to Add Change
Hi, The API docs are very hard to use because they don't reflect the way to tool actually works. The sample code provided for Add Change doesn't even work in your own documentation! See attached pic. Similarly, the error message i get when using postman is confusing. I have what appears to be all of the correct parameters listed, but continue to get this error. In the documentation "group" and "groupname" aren't even listed as available parameters. FailedGroup is a mandatory field. Please provide
Poor Support from Manageengine in the task module
I raised to issues in the past for about 2 months and there is no response, i would like to get some advice how i can reach support in a different way. Is there an opportunity for people with enterprise license to have a higher priority when raising questions and problems in the community forum. I find the support really poor especially under the task module.
Project Tasks
I'm looking for a way to add fields to project tasks. Specifically I need to add a 'Department' field to tasks and be able to report off it. An example I have a project called computer upgrades. Under the project there are several tasks to upgrade computers, each task should be reference computer upgrades to a specific department. The technician then adds work logs to the task that can be charged back to specific department under the task.
Servicedesk plus 9.0 build 9021 update to service desk 9.0 built 9049
Servicedesk plus 9.0 build 9021 update to service desk 9.0 built 9049 Hi I have trying to upgrade servicedesk plus 9.0 build 9021 to 9.0 built 9049 but i keep getting the following error messages : Installing update_conf.xml 100% Completed [/] Error Occured... Failure , Please check the link http://www.manageengine.com/products/service-desk/upgradefailure.html I have attached the log file.kindly assist.
Powershell API with HTML table in description
I have trying to create a ticket using API where the description is populated by a variable with the convertto-html. I am pulling a list of accounts from AD and want to generate a ticket with this information. My code looks like this: $adaccounts = get-ADUser -* | Select displayname,manager | Convertto-html | Out-String # Set system parameters - change these details to suit your system environment $sdphost = "URL" $techkey = "Key" # Set API module URL, operation and input data $url = $sdphost + "sdpapi/request"
Can't find merge request after upgrade to 9320
I have noticed that since I upgraded to build 9320 from build 9309, I can no longer search for a merged request. The merged request simply disappear from the sytem. If you search for one of the child requests number, the system returns no result so that a request is lost. This used to work fine in 9309. Could you bring this feature back? ME has supplied me with a query that works but this is too complicated to use for the technicians, they would like it to work as before
ServiceDesk Plus 9321 Released
Dear Users, SDP 9321 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9321: SD-68246 : Request Filter : Unable to select Group filters, if the group name contains special characters. SD-68343, SD-68255 : Unable to close the request using close request link received from resolved notification mail. SD-66939, SD-67155 : Service Template fields cache is not created properly such that the additional fields
Rolling out ServiceDesk Plus externally?
We are currently using the ServiceDesk Plus on a Standard Plan internally with 10 technicians and 15 requesters and are looking to roll out to our clients. The interaction our clients will have with the system, will be different to internal requesters. Is it possible to restrict the visibility of templates, to specific users? i.e. Internal requesters will need a drop down menu on the template to select a client, whereas our clients will not want to see this so the template needs to be more specific
Multiple email from customers to multiple techs
Hi, I have a business rule set up that directs incoming email from specific senders to one tech. Are there any plans to allow us to direct emails to more than one tech in place? Scenario: Match Criteria Perform Action email1 email2 >>>>>>>>>> Tech (one or many) email3 This would be really useful for us. Thanks and regards
(URGENT) LDAP login for new users dont work after update build 9320!
HI Since the upgrade to 9320, we can't login with new users created in our AD, only the old ones works. The process performed is the same as always: It imports the user from our AD, is created as a requestor (automatic after ldap import), changes it to technician and configures the assignment groups, but then the user can not log on. For some strange reason all the new users can't login with the asigned password in LDAP. This issue is critical, we can't create new users!
Problem with translations and polls
Hello, The translation module is mostly broken and even if you click on restore translation one by one it doesn't get saved, and the number of translation under "my translations" is not reduced. Is there a way to restore the original translation for a language at once? On the other hand I have an issue with the poll system, I can't delete some elements, sites, groups, etc. because these are linked to a poll, and incredibly there is no option to delete a poll... Is there a way to delete a poll? Regards
Change completion Date
Is there anyway to enter a historical ticket with the correct start date AND completion date? I often keep a notepad of my issues that I worked on and then, at the end of the week, I enter all my tickets and close. I was hoping there is a way that I can select a completion date for a more accurate timeline.
Assign Site, Group and Category when tech creates a request
Just moved this from the wrong area I had published it :) Hi, Has anyone set this up? Basically I'd like to assign a techs site, group and category when they choose themselves in the form they open to create a new request. In the image below, you can see there is nothing to choose in the group and site fields. TIA
LDAP
So, has anyone else had a problem with LDAP in SDP since upgrading to 9.3 9320? My new user objects cannot authenticate. I have a "shadow" test server and deleted all users, and upon re-import, none of them can authenticate. Tried different LDAP sources as well, (two different AD domains) with same results. The only change on test and prod was going to SP 9.3 9320. Going to 9321 didn't fix it either...
Critical : Error while invoking backup
I got an error when trying to backup to network location (mapped drive). See if anyone can give me some hints. Thanks. Error below: Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com java.io.IOException: The system cannot find the path specified at java.io.WinNTFileSystem.createFileExclusively(Native
Deleting Sites
I'm trying to delete a Site in ServiceDesk Plus (site name = Bordeaux) When I go to delete this site, I am presented with the following box: I assumed this meant that it was going to update the Site field of all requesters with the Site of my choosing (in this example I'm going with 'France') However, when I look back at a ticket logged by a requester at this site, it has remained as Bordeaux If I raise a new ticket in the requesters name, it pulls through the new site details (however I had already
Requester search drop-down list not functioning correctly (SDP 9320)
Hello! There is a drop-down list of requesters in Assets module, it is possible to assign device for different users (requesters). Our requesters are imported from AD, they have Name and Surname, starting letter is upper case. When we try to search requester in the drop-down list by his surname, it fails, no matter search using uppercase or lowercase first character. But it search normally if we just EXCLUDE first character from search string. For example, requester name is Nancy Darwin Search
In SDPlus version 9.3 Build 9320, when you edit a laptop in assets, the model number is cleared back to the default "--Choose Model--" drop-down.
In SDPlus version 9.3 Build 9320, when you edit a laptop in assets, the model number is cleared back to the default "--Choose Model--" drop-down. This is very inconvenient as we manage assets all day and we have a huge list of models.
Feature request - option to renew a software license contract
Currently, in the 'Contrat' tab, we have an option to create new contracts and renew an existent contract (for IT assets). For the software license contract, we just have the option to create a new contract, we can't renew an existent contract. Will be easier and very helpful if we have the option to renew a software license contract.
REST API & NTLM pass through
Hello!I have a question similar to https://forums.manageengine.com/topic/using-rest-api-from-linux-when-using-ntlm-pass-through-requires-logon We have NTLM pass through too and python script (windows platform) for some requests operations. All around old engine "/sdpapi/" - is ok. (For example "/sdpapi/request/111?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=....... -is ok) But when we use "new" engine "/api/v3" the script is crushes with "auth needed" For example: http://localhost:8080/api/v3/attachment?TECHNICIAN_KEY=XXX-XXX-&INPUT_DATA={"attachment":{"request":{"id":93777}}}
Planning Stage in Change Management Template
I understand that it is possible to rename these fields using the Translations, but is it possible to: a) Add an item here, for example, "Communication Plan" or "Test Plan"? b) Make these required so that the person submitting the change MUST enter, for example, a Backout Plan, Downtime, etc?
Change request ID start number
Hi, Is it possible to change the start number for the request IDs? For example we would like the number to start at 500000. MS SQL, SDP 9321 Regards Alexander Nordin Region Halland
How to remove non-domain email requesters
Two questions, really, 1) I'd like to prevent non-domain users from creating tickets in SDP. I realize I can do this at the mailbox/exchange level, but can I control this at the SDP level? 2) I'd like to remove all email requesters who aren't part of my domain. Can I do a negative search in the requester filter (e.g., if *.mydomain.com showes me all the valid addresses, is there a way to get ^*.mydomain.com?) Being able to use regular expressions in the field would be great Thanks, Adam
Cilent Pc Scan issue(ae_scan.vbs)
Dear Sir, I have upgraded patch “9015 to 9020”on Friday then i observed when i run “ae_scan.vbs” file in client pc ,the file run scan successfully but when I check in helpdesk that pc not scaned. this happen all pc laptop. Please help.
Test Environment
Hi, We are about to perform a series of upgrades to our Service Desk Plus (service packs, etc) and I was just wondering if there are instructions on building a test environment? Also, is a license required for testing?
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