Servicedesk always change and record time of technician assignment to latest action
Hi, Everytime I make change on a request ( change field, change of priority, or any field, close request) , system always make a change on time of technician assignment to the latest action time. this make my report about working time is not correct and ( from last assigned time to completed time) Can you please check this bug, I using Servicedesk version 9.2 build 9223 and I did test with latest version, got the same problem Updated by Tuan, Nguyen Hoang Huy on Jan 18, 2017 08:54 AM Request Updated
FAILURE :Domain with the same name already.
Dear all , i have a problem with adding a domain to Account Details - Active Directory every time add this domain i see this error FAILURE :Domain with the same name already. Please provide a different name. i need to fix it please Best Regard, ahmed Borham
Task disable/enable on service requests
Hi, how can I disable or enable different tasks on a service request as a requester? Thank you in advance! Katja
About Removing Domain and add Agine
hello there , i just Removing the Domain from AD list and Remove it from Windows domain Section and when a i try to add it again it show me Error :FAILURE :Domain with the same name already. Please provide a different name thanks
Does Service Desk Plus Supports SNMP?
Dear Manage Engine Team, We are not able to scan HP Switches / Avaya IP phones and other hard ware devices through Manage Engine Service Desk Plus. Can you please advise us, what are the changes has to do in our devices? Please advise us or share necessary docs to do changes on our devices. Regards, Seshu
Cannot delete department or wipe out Additional Fields
Hi, I am using ServiceDesk Plus version 9.3 Build 9301. I created three departmets which I now see from Default Settings. I cannot delete them and error message shows: "Department is being used by module. Hence cannot delete it." How can I get those deleted? Earlier I added some Additional fields on Purchase - Additional Fields or to the Contract - Additional Fields. I am not sure which one because i already deleted them. Both Additional Fields are empty. Still there are possible to assign these
Is there a way to add Category drop down with in an incident?
Hope this makes sense. Most (99%) of our users use email to open tickets, so the 'Category' field is left blank. We are wanting to track our incidents based on Category, so when a Technician opens an incident to reply, they are having to edit the incident to fill in the Category field before they can close the ticket out. Though it is not a major issue, it would be nice if they were able to change the Category field with in the incident page without having to edit. Is this possible?
What browser do you use? Have you ran into these issues?
Firefox - Memory usage keeps growing and growing till restart of firefox is required. Firefox will print a ticket without cutting off the right hand side, Firefox will allow you to insert a picture into a note. Also Firefox just redid its plugin functionality most notably affecting java. Chrome - Cuts off the right hand side of print jobs. Outside of SDP Chrome is always running, and sometimes running a multitude of times. Opera - Won't insert a picture into a note IE - Random glitching, slow
ME Integrations: Link to custom report
Is it possible to create a http link to a SD+ report? With the addition of external links in the latest version, we'd like to provide a link for our staff to run a report (i.e.: Scheduled Changes). Has anyone done this or know if it's possible? SD 9217 Enterprise MS SQL ------------------------- Canada
How to make domain scan add PC even if it's not online
Hi Can someone please tell me how to make ServiceDesk Plus add any new PCs it finds in AD even if it can't connect to them at the time of the scan please? I realise that it won't be able to populate all of the fields for it, but at the moment if our SD+ server can't ping a PC it finds in AD it just ignores it completely. Many thanks
Reporting Issue with Boolean Based Values after upgrading to 9300
We upgraded to 9300 last weekend Today, I ran an existing report and at first I did not think it gave me the results I expected It returned 1755 results When I looked at the filter options it looked correct I happened to click on the values for Pending Status and instead of returning showing "yes" or "no" as the Boolean values had done in the past, it is now showing the actual “1” or “0” values. when I selected "1" to rerun the report it returned values that are both "1" and "0" ("Yes" and "No")
Service Desk Remote Control via Agent Issue
When trying to remote control a system using the the agent the connection gets established but the viewer never opens. All we get is the following window and nothing else: Any help would be appreciated as we are unable to use the agent to remote to any systems. Thank-you.
Images in notes
Hello, We are able to paste images in the request notes, but only when using Internet Explorer 11 or Firefox 52. Any idea why it does not work with Chrome 57? Best regards, Demetrius
SDP Formating Purchase Order address fields
Is it possible to format the address fields so they represent hour our post handles mail? Present, we get Address 1 Address 2 City - Zipcode State Country We'd like Requester Name Address 1 Address 2 City, State ZipCode Thanks, Adam
Set email for a task
I am wondering if it would be possible to add an email address to a task. Scenario, We have an onboarding process for employees, when the telephone extension is added (a task) when the task is set to resolved it should email one employee who does business cards and the like. If they are a specific type of worker, that task when resolved should email someone else. This is done in a way but the first person spoken about above does not need to know every step of the process is completed, only their
Admin Role not working
Hi All, I have a strange one here. I have given a technician the SDadmin role however, when they login they get the requester view. Can you advice Thanks Cliff
Report - Time Elapsed Analysis
Hi, How to create a report for the information : Time Elapsed Analysis - Status, Group and Technicians Displays elapsed time expert at the request passed through it.
Publicly accessible reports and dashboards (no login required)
I would like to publish links dashboard and reports on our web sites and make them publicly accessible, not requiring a login to ServiceDesk Plus. This would be especially useful for digital signage devices that has the ability to display HTML web pages. The ability to embed reports and dashboard graphs within a web page would also be helpful for public visibility.
ME SDP Admin Guide
Could we get a .chm version of the admin guide that is downloadable from your website and structured like your web version. https://www.manageengine.com/products/service-desk/help/adminguide/ The PDF is a pain in the backside to use. Regards, Willus
User Survey
Hi, is there anyway to trigger the sending of the User Survey link to clients when the ticket is Resolved and not closed? It is more likely to engage users if it is immediately after their problem has been addressed and not 3 days later.
Unable to login with AD or LDAP as requester
HI I would like to let my requesters login using their AD-account. I can import the users via ADimport and LDAP but as soon as I try to log in with a user it does not work. I see in the log eg: [11:50:22:484]|[04-07-2017]|[SYSOUT]|[INFO]|[88]|: [JBOSS] JBossSecurityMgrRealm: Environment Propeties are {java.naming.factory.initial=org.jnp.interfaces.NamingContextFactory, java.naming.factory.url.pkgs=org.jboss.naming:org.jnp.interfaces:org.jboss.naming:org.jnp.interfaces}| [11:50:22:484]|[04-07-2017]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[88]|:
ServiceDesk Plus 9305 Released
Dear Users, SDP 9305 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9305: SD-66052: Unable to send Reply to a request using IE11 browser in some environments. SD-65933: Unable to choose 'Entire Content' search option in solution module in languages other than English. SD-65802: Automatic status change configured based on Request Status Scheduler is not working. SD-65798: Global search fails to work
Notification Rules> Add variables "Mail included CCs" When request is assigned notification templeate.
I would like you to add CC variables to the notification rule you send when the request is created. Currently only the requesters email address can be used as a variable.
SDP 9121 backup error 'relation does not exist'
Guys, I've got a problem upgrading and running backups from it. I also noticed al scheduled backups were failing. In the C:\ManageEngine\ServiceDesk\SDPbackup.log file the end of the file says: "ERROR = *ERROR: relation "servicereq_3301" does not exist Position: 22*Exception while backup processjava.lang.Exception: Unable to get the data from [ServiceReq_3301] table" I'm on Postgresql. No idea how to get into that database. If i run backupData.bat manually, i'm seeing the same error in the cmd
REST API Updating additional asset pick-list field
When trying to update an additional asset pick-list field using REST API I receive an error message: <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Tunn</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>NX21655</value> </parameter> </criteria> </criterias> <newvalue> <record> <parameter> <name>Adress</name> <value>Valfisken</value> </parameter> </record> </newvalue> </citype>
Preventing Users from Assigning Request with No Group
Users have been assigning tickets via the Requests window / grid. When they choose the technician, they are often choosing Group = "No, just select technician", then choosing the technician's name. The problem is that most technician's monitor their queue, or other team members in their group monitor the queue, and do not see these tickets. Is there any way to prevent this? I've tried: 1) Making the field mandatory in the template. However, since they're changing via the grid and not the template,
Report conversations for archived requests
Hello, I am working on a query report for archived request conversations and I am having issues finding the right tables. Requests module Archived requests module NotificationToDesc ? Notify_Workorder Arc_Notify_Workorder Notification Arc_Notification Notification_Recipients Arc_Notify_Recipients ConversationDescription ? Conversation Arc_Conversation ConversationRecipients Arc_Conv_Recipients Who can help me to find the conversation/notification description field? Best regards, Demetrius
Default Resolution set to "Solutions Tab"
We recently upgraded to 9.3 Build 9303 and noticed that when a technician goes to close a ticket by clicking on the Resolution Tab -- it defaults to show the suggested Solutions. Is there a way to change this default to the Resolution window instead? Screenshot below (highlighted is what is currently defaulted to...circled is what we would like to see once we click on the Resolution tab)
Invalid Data Provided (For input string "null") Problem on Asset Modify
Hi, When we try to "Modify State" under the "All Resources" Invalid Data Provided (For input string "null") error shown. If we try "Modify State" under the just "Monitors" or "Servers" etc. there is not any error and its working. Can you help on this error? Version: 9.2 Build: 9219 [12:20:43:897]|[07-15-2016]|[SYSOUT]|[INFO]|[5110]|: [JBOSS] AbstractExceptionHandler: Unhandled exceptionjava.lang.NumberFormatException: For input string: "null" at java.lang.NumberFormatException.forInputString(Unknown
Can't connect SDP to new Exchange Server 2013 after migration.
Trying to connect via IMAPS TLS and keep getting the message " FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I'm not using a self signed cert, our cert is from Godaddy and is valid. I'm also able to connect to the account with outlook via IMAP TLS with no issue. I found this old thread here https://forums.manageengine.com/topic/gencert-bat-not-working-ubuntu, I'm also on Ubuntu
ServiceDesk Plus 9.3 Released
Dear Users, We are glad to announce the new version of ServiceDesk Plus - ServiceDesk Plus 9.3, upgraded with 14 new features. https://www.manageengine.com/products/service-desk/servicedesk-plus-9.3-whats-new.html It is available to download from the link below: http://www.manageengine.com/products/service-desk/download.html The existing customers with builds 9200..to..9241 can directly upgrade to version 9.3. Wheareas, the customers using earlier builds should first move to the build 9200 by applying
Querying requester attributes when opening a new request
Hi, I need to load in request forms a custom requester attribute when he's opening a new request (example: requester phone number). Is it possible? I think to do it using javascript in request template, but I don't know how to get requester custom attribute.. Any idea? Best regards, Sutot
Technician permissions
Hi All, Is it possible to restrict a technician to view/amend only the requests that has been assigned to them. Many thanks Cliff
Want to send an email to outside address based on business rule
Folks, I have a smartphone paging app. I'd like to have a business rule (or any other method) be able to take all my Urgent requests and page out a technician. However, my only options for sending an Email is to send it to a registered technician. I need to be able to send this to an outside email address. How can I accomplish this? Thanks, Adam
Is there any logs location for changes made to requester or technician
Hi Experts, I am trying to find logs to search for one of the issue with service account deleted from SD manager. There is a nice history log for technician but not for service account or requester. The reason I asked is because our company merged with other company and they have also started using SD manager but AD is separated with two way trust so they use service account to raise request and changes. I want to find who changed the service account? Is there any track I can trace back
Notification Bell Doesn't work
Hi Build 9303 - Notification Bell Doesn't work I tried to recreate EXTRACTED folder checked setting: <Connector SSLEnabled="true" ciphers="TLS_ECDHE_RSA_WITH_3DES_EDE_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA256,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256" clientAuth="false" connectionTimeout="20000" keystoreFile="${jboss.server.home.dir}/conf/wildcard_a.pfx" keystorePass="xxxxx" maxThreads="200" port="8081" protocol="org.apache.coyote.http11.Http11NioProtocol"
Can anyone provide a java/python sample of invoke SDP Attachment API?
I try to using SDP Attachment API to add some attachment into request using Java/Python. But it always failed. Anyone can help me? Thank you in advance.
Mandatory Fields - Requester Details
Hi, I am trying to edit the Default Request template for the Requester and I cannot set fields like "Asset" as Mandatory, but this only happens with the fields that are inside the "Requester Details". I can perfectly set fields like Group, Category or Sub-Category as Mandatory. Thank you very much for your help in advance, Mario Douraod
Automatic set request to resolved when Resolution field is populated
Hello My company and my self just started using Servicedesk Plus. I would like to know if theres a way to automatic set request status to resolved when resolution field is populated or when you save the resolution? Martin P
Service Desk not running
OS-Windows Server 2008 Standard R2 IIS is running port 80 works service desk is supposed to be on 8080 everything was working on it till yesterday than it quit responding I have looked at the services they all appear to be running but have restarted the server several times with nothing changing tried connecting with localhost on port 80 on the server and nothing any help would be appreciated what services do I need to look closer at to make sure everything is up and running we have been using this
Next Page