JSONP Calls on ServiceDesk Plus?
Hello, We have ManageEngine Service Desk Plus v 9.0 Build 9030. Does it support jsonp calls? (Similar to this thread for ServiceCenter: https://forums.manageengine.com/topic/using-api-from-another-domain) I would like to query it via REST API from another domain. What is the best approach? Thanks in advance.
Error Notificate: Sending notification failed
I send email by servicedesk portal, but when I click the Send button, I got e message: Sending notification failed. I’s using gmail for portal site. Please check the attached and support me how to fix it? Regards. License Info License Type = Registered Product = Standard @Name = administrator@ @Mobile Number = @ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9312@ @32 / 64 bit installation = 64@ @Logged in users = 7@ @Zone = Asia/Bangkok@
Add Attachments to Ticket Notifications
I would like to see attachments that are submitted be added to tickets notifications for techs that do not have direct access to service desk to check the attachment. This feature can be administratively added by adding a checkbox to the notifications tab to attach the attachment to the notifications. This will help technicians who need this information while not at work or at their desk where easy access is available.
Installed a new SSL Certificate on Exchange Server and now email won't pick up in Service Desk
We updated our SSL Certificate on our Exchange Server (2013) and now we are getting errors in ManageEngine on trying to pick up mail. I've tried all sorts of things and I'm still stumped. When I look at the error logs I see that the connection gets dropped during the handshake phase. Everything I'm finding is pointing me towards TLS1.1 vs TLS1.2 and changing those option in Java 7. I've tried that and haven't had a lot of luck getting that working. Below is a snippet of the error I'm getting when
Changing IT Asset to Non IT Asset
Is it possible to change a workstation from an IT Asset to a Non IT Asset other than deleting and recreating?
Reminders
Hi, We have some requests that need to be finalized after 3 months. Is there any reminder function on the IT Service Desk ? I know you can resolve a request and set a status change date, or tasks (we dont use)....but is there any other method ? Just for context we process temporary access for some users and don't want to close the request until we have removed the temporary access, so we've looked at a dedicated support queue etc. but just thought if anyone else had any ideas. A
Duplicate Technician
When I am assigning a request my name shows twice in the technician drop down, both as Eric Griswold and as Griswold, Eric. When I go to the technician list in configuration wizard only Griswold, Eric shows. How can i remove the other "phantom" technician Eric Griswold? We have 38 technicians in the technician list, but the dropdown shows 39 as it includes Eric Griswold. Any ideas would be appreciated. I can only assume there is conflict logic somewhere but I have looked everywhere with no luck.
How to have different operation working hour for the same site
Hello Support team, I don't know how to configure this requirement Conditions: - Have site A-Regional - Have IT support Group works 09am-18pm, Mon-Fri only. Seres all requester on A-Regional - Have Urgent Support team works 24/7 around the clock. Serves all requester on A-Regional Question: - How to configure operation hour for each of them on Servicedesk Plus? Regards Eric
Requesters are not allowed to use the "Search Requester List"
Anyone else notice this and feel it should be there? I've pointed this out to ManageEngine, and they indicated that this was left out by design. Am I the only one who feels that it should be there? Do we honestly expect our users to manually type email addresses (only addresses, not friendly common names either) in the notify CC field? I'm puzzled as to why they felt it was a good design idea to leave this out.
SDP change custom triggers, without the matching conditions I need
SDP changes the conditions in the custom triggers. I need the phase of this field and how to increase it。Jiqiu
REST API with JSON?
HI! I am wondering if / when the REST API for Service Desk will accept requests in JSON instead of XML? https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html I'm looking at being able to create new requests automatically from a Workflow in SharePoint, and SharePoint web service calls send request data in JSON. Thank you!
list of technician by site
how can get the list of technician by site and by group
Adding exchange email account under mail server setting in Service Desk Plus
Hi. I have problem when i tried to add exchange mail account under INCOMING tab in mail server setting. I put server name as : mail.company.com username: servicedesk@company.com password: password E-mail address: servicedesk@company.com E-mail type: POP Port : 110 Fetch email every : 1 minutes But, then after i clicked on Save button, the error message appears: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server. Weirdly, under OUTGOING
support for javascript
Hello, I have design a template for Incident report, in which I create a custom field called affteced service allows end user to choose from drop down list name of service and base on what user has chose subcategory will change accordingly, because list contain a lot of item so I would like to ask your support for a Javascript which can help me execute that when end user select a service from affected service field, the subcategory will change (set) accordingly thank you ! eg: Affected service: Active
Requester cannot change status of a request
Hello, I have question, I have create template for requester to make request, but when request submitted requester cannot change request status. in status field, I have allowed requester able to change request status thank you ! Brgds, Tài
No license key detected on scanned software?
Hi, We're having problem in managing our software licenses. We cannot allocate our software licenses to installed software because of no license key detected by the scan. All license key are empty, except for installed Windows 7 pro license keys. Our workstations mostly using Windows 7 Pro 64 bit, while some windows 8.1 pro 64. Our ME SDP is the latest 9.1 build 9112
Incident Template Scripting
I just noticed scriptng now exists, but I am having a problem. I would like to change a dropdown list when another dropdown list value changes. Is this even possible and what am I missing, here is what I got: I am applying and On Field Change to all users Execute on create/edit Event" On Field Change and Office is the field Condition Office is not "Corporate" Action Execute Script $CS.addOptions("WorkOrder_Fields_UDF_CHAR6",["Cashier","Account Manager","Collector","Utility","Collections Manager","Assistant
Raising service requests via email commands
Hi, Is it possible to raise a service request via email commands? Currently, i can use a command to change the 'request type' to Service request, but this doesn't change the ticket as a whole still being an incident (evidence of this is the little incident icon, the fact i can 'convert to service request', and it doesn't appear in reportage for service requests) If this is not possible, is this on your roadmap to provide? In the meantime, i have been trying to think of alternatives; 1. Can i create
Email sending notification failed
Attaching server0.txt Using office365 and tried all settings but couldn't send mail out via smtp.office365.com
JIRA Integration
We are trying to integrate JIRA and SDP but i'm hitting a wall when i click the create ticket menu in the Actions menu. Logs show below. Read through all the links but it's really not helpful at all.
Changing the Filter options in a custom report
I have a report that filters on selected "Requesters". How do I edit the filter list, without having to start over and select each requester again? Our requester list is very large (many thousands), and paging through the list to select requesters is very tedious. I need to periodically update the list with a few adds and deletes, but don't want to re-select each user every time the list changes. Is there a way to do this? Thank you very much. Jeff
Unable to send e-mail from serviceesk plus
Unable to send e-mail from servicedesk plus Ticket 8075777
Error has occurred during response
Hello, I am getting this error: Randomly in Servicedesk, even when I am not doing anything. Once I click OK, it just opens a new browser window to the login screen. This started after updating to 9307. This was out upgrade path: 9224 > 9300 > 9307 Is there someone I could work with to figure out why this is happening randomly? I am unable to reproduce this issue. Looking through the logs I am not finding very much other than many "org.jboss.web.tomcat.security.SecurityAssociationValve" entries
How can analytics help you with continuous service improvement?
Continual service improvement (CSI) is at the crux of IT service management. CSI aims to continually improve the efficiency and the effectiveness of services, and processes. Broken down in simple English, CSI is comparing your current efficiency levels with your past performance and making sure you see an improvement. How can Analytics Plus help you do that? Let's say you want to find out areas that your technicians lack expertise. No matter how good your technicians are trained, there are going
Requester Mobile App login
I'm having trouble getting requesters logged in to the mobile app. I started by searching, and Googlefu led me here: https://forums.manageengine.com/topic/requester-can-t-log-into-mobile-app I already set the two permissions mentioned there in the settings, as per: Technicians can log in just fine, assuming that an API key is generated for them. Requesters get the message: Login Failed. Technician Key not generated for the users. What else should I be looking for? Thanks.
Prompt for Date without Time in Additional Field on Request Template
We have situations where we'd like to collect a user-entered date without a time (or with a time of 0 Hours, 0 Minutes) on a Request template. When using the calendar functionality to select a date, the current time is defaulted. Ideally, we'd like the time to default to 0 hours, 0 minutes rather than the current time. Is there any way to do that? If not, is there a script we could use, maybe via Field & Form Rules, to reset the time to 00:00 for a particular date-formatted Additional Field either
Change Management
Hi I am attempting to setup templates/workflow for standard preventative maintenance. What I require is for the Technician to populate a (additional) field either in a Task or the Change. Any suggestions on how I can do this?
java.lang.StringIndexOutOfBoundsException: String index out of range: -1
Hi guys, I've got this query that runs fine on the database, however, it doesn't run in the SD Reports module. The error I get is: java.lang.StringIndexOutOfBoundsException: String index out of range: -1 Here's the SQL: SELECT ownaaa.first_name AS 'Technician', chdt.changeid AS 'Change ID', ownaaa1.first_name AS 'Time Spent Technician', ownaaa.first_name AS 'Technician', chdt.title AS 'Title',
Problem to upgrade from version 9309 to 9312.
Good morning, I update the version, following the steps that are in the WEB. And it did not work. The first time I made a mistake, the second time I said that the program did not match the database, the program was version 9312 and the database version 9309, I wanted to restore the backup I had made before updating the software, and I can not either, it gives me error. Thank you.
Unable to Install Windows Server 2008
Unable to Install Windows Server 2008
Reopen ticket when requester responds
When we reply to a requester with a question we put tickets on status "Waiting for customer". I want to know if its possible to change the status to "Open" when the requester has responded.
HTTP Status 500 after login
Hi, after logging in with my admin credentials, i got the following error message: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86)
org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1201)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:177)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Change Control - Edit Stage
Our users are click happy and they approve stages when they shouldn't. As the Change Manger, I can edit changes, but I have the stage/status disabled in the templates so users can't change them. When I edit the Change, they are still disabled. How can I easily change the stage/status while keeping others from changing them.
failure: Migrating service desk plus to a new server -SDP 9237
Production server: servicedesk plus 9237( upgraded to 9237), postgresql Test server: install fresh 9237, mssql The SDP production server has been upgraded from 9.0 to 9237. The table workorder has 29 columns of ServiceDesk 9001, including workstationid column. And in the production server, the table workorder has 32 columns of ServiceDesk 9237 upgraded from 9.0 to 9237, including workstationid column. But , it is found that the table
Request- Attachments not found
I recently migrated SD+ over to a new server. The details please click <https://forums.manageengine.com/topic/migrating-service-desk-plus-to-a-new-server-sdp-9237/reply> After I've created the request, I am no longer to view attachments within Request. When I click on the request 185437 to view attachment, it says "File was not found". I found that the path C:\ManageEngine\ServiceDesk\fileAttachments\Request\Jun2017 has only one folder. I added a screen shot of the error. **Path ** The request
Assign a Request Template based on a Business Rule
I'm not sure if this has already been requested and a apologise if it has. I'd like to be able to assign or apply a request template based on an email rule. For example our users send in Access Request Forms to request additional access to our systems. We have a request template called "Access Request" that lists a few tasks that must take place to fully process those requests. I'd like to be able to automatically apply that template when a user sends in an email. Also, another handy feature
new request additional field get data from requester additional field
hello I get a ServiceDesk Plus lic for my company and I installed it and import data from csv file that is ok we have requesters and i add 2 additional request (IP and LINK) and I edit request template and add 2 single line field to request template (IP and LINK) when we add new request it get name and departement name from requester detail and fill the request form automatically but not for IP and LINK field hoq we cat do somthing to fill the ip and link fields in new request form when we add
Separate link for external and internal access...
Hi, when users create requests in SDP they receive an email with a confirmation saying that your request has been accepted/assign to a person/etc... So each email has a link to SDP with that request but by default it uses SDP URL which is configured for external access. When users click that link from LAN they will be asked for a username/password again (SSO doesn't work in that case) and this will confuse most of them. My question is about having an additional link which can be accessed from internal
Report on all pending requests by age
Need help creating or modifying a report that will show all requests that are pending (Which are not closed or resolved) , sorted into these groups and this report will need to run every week: Percentage breakdown by age 90+, 89-60, 59-30, 29-15, 14-0.
Step required to purchase a product
Can anyone give me a Step by Step to purchase a product? Do I install the software before I buy it so it will show up when I add the new Vendor? Because you have to have a product to add a vendor. Or do I add the software to the product list before I add the new vendor? can't do that because you have to pick a Manufacture from a list that does not have the new manufacture. I'm really confused about the process Please help Thanks
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