Transfering SSL Certs To A New Server
Hello, I am in the process of upgrading my 32-bit server to a 64-bit server. I have the new server built and the application installed. I have not backed up the old server yet to transfer the data. My question is I want to make sure the certs work before I cut the server over. Are there instructions or a way that we can transfer the certificates from the old server to new one? These certs are .PFX certs not .PB7 Thanks in advance!! DKV
Force Encryption (MSSQL) & Shared Port with static IP
Hello, recently I have downloaded a standard free version of SDP, below are the some issues I am facing in my environment. 1. SQL Server is Running with SSL and while changing Database server from postgresql to SQLServer it says "I/O Error: DB server closed connection" with some google help i found that its because of forced SSL or Encryption. but cannot find the solution. 2. SDP Server is also running IIS with SSL, and all the sites are dedicated to one IP. for SDP I have added another IP to the
Can I add other items to the status block?
Can I add other items to the status block (Where it says status and priority when a ticket is highlighted?) I'd like to see Level and possibly assigned technician.
11 hour difference of time in report
Dear Team, We've been facing 11hr time difference from the ticket creation time-frame,when we run reports end of each month. Say for example, if the ticket created at 2230 then in reports it come up with created time 0930 AM not 2230. We've tried to change the server time as well, but still no joy. Please assist. Thanks
Regarding helpdesk implementation
i hv a organization and i want to implement this fantastic helpdesk software for my organization, plz help and suggest me how to i implement this free tool and user can get support through this portal?
Field And Form Rules
hi every one, i have a question regarding form rule i need to make a scenario where if the technichian wants to make a request and these templates already auto assing based on Round Robin model,, i made a rule but it didn't work well, so if somen have any idea please help. find the attachement to see the rule i did thanks,, Nuha
Page cannot be displayed
We recently migrated from SDP on prem to SDP OnDemand. It trying to receive purchased items, I noticed there are several components/assets missing. I tried to access the on prem version but was receiving an SSL issue which prevented the login page from being displayed. I ran the batch file to change the webserver port to 80 using HTTP protocol. I now get a page can't be displayed error. I have tried to start the Postgres service but get PS D:\ManageEngine\ServiceDesk\bin> .\startDB.bat server
REST API to add requester
Hi, I'd like to add new requester using REST API. I've noticed that it was possible using Servlet API, but I'm having a hard time finding a method to do that in REST API. Kind regards, Kamil
Can't update ServiceDesk to latest build
We currently have ServiceDesk Plus v9.2 build 9236 and we want to be updated to the latest version (v9.3 build 9304). We are a little behind on the update, and I understand I need to update to build 9300 first before going to build 9304, I followed the instructions https://www.manageengine.com/products/service-desk/service-packs.html#sp but when at Step 4 which is updating, the Installation Wizards say "Backup has failed during the upgrade. You can start the application as the upgrade changes are
Customize Login Screen - Add policy warning
Hello, I want to customize the login screen for our Service Desk Plus. I realize that this has been asked and addressed many times before such as https://www.manageengine.com/products/service-desk/faq-general-modules.html#customization1 and https://forums.manageengine.com/topic/wish-to-customize-my-login-screen. I followed those instructions (Saving the page as index.html and editing it, and then putting it back in the same place). The problem is that the login page is dynamically made. I can go
Android app won't open ticket attachments
Beginning yesterday, we are having trouble with attachments opening in the Android mobile app. Every time we try to open an attachment within a ticket, we get "Error Could not connect to the server". It doesn't matter which attachment, or which phone. We upgraded to the latest version of SDP last night, but it did not resolve the issue. Has anyone else encountered this and know how to fix it?
'Recent Items' missing
Is it possible to show the good old 'Recent Items' Block in the new Version of Helpdesk? It was one of the best features in the Helpdesk... Greez
Manage Engine Service (SQL DB ) MS PowerBI createtime fix
Can anyone help how I get a clear data and time from the unix stamp in powerbi I'm trying UTCTime = VAR UnixDays = [CREATEDTIME]/(60*60*24) RETURN (DATEVALUE("1970-01-01")+UnixDays)
Requester requests for approval
Hello guyz, Am experiencing SDP for the first time. And i have a question as follows: Can a requester request for approval?if yes, how? Because the only feature i saw is when the technician request for approval for the solution. Best regards, Brian B.
SDP relationships between SLAs and Hours of Operation
Totally new to SDP and and working through setting it up. Whilst I can see SLAs and hours of operation need setting up I am not clear on their relationship. My assumption is that any SLA "clock" will suspend during non-operational hours. AM I correct in my assumption? Rgds Simon
Recover deleted change ticket
Make it harder to accidentally delete a change - Working quickly, viewed a task in a change ticket, went to Actions > Delete. Oops! It was too easy with nothing to stop me. Also recover deleted change as possible with deleted requests - Why doesn't this functionality exist for changes as it does for requests? Thanks, Richard.
Custom Triggers with service requests
I'm starting to build an IT Onboarding workflow. The idea is that new tasks/tickets/scripts will be triggered along with approval workflow in ServiceDesk Plus. My first hurdle was to simply run a script after service request submittal (like custom triggers for incidents and changes). Unfortunately, the only scripting available is client-side form rules in Service Requests. Can we get custom triggers on Service Requests? If it's already there, can somebody point me in the right direction?
Update to 9304
hi my version is 9218 and i want to update 9304, but when i start update it Asking me to make backup and then its write error
Time Difference Issue
Dear Team, I'm getting 12 hr time difference, when I run report from the reporting TAB. The version & Time zone is correct from server/Personalise settings. but still it is showing 12 hr difference from the actual creation time. The ticket shows correct but it doesn't show correct time when it runs through reporting. I've attached screenshot, version details & Support file. Please assist. Thanks
Restrict Closing Rules by Request type
Hi, We currently use Preventive Maintenance tasks very regularly. We have setup Request Types as follows: 1. Incident 2. Service Request 3. Preventive Maintenance We want to enforce the resolution field for 1. Incident and 2. Service Request but not 3. Preventive Maintenance, is there a way to do this? Thanks, Belinda.
Onhold timer doesn't work
Hi All We have an issue with Onhold timer. After upgrade to 9.3 version we found that the timer doesn't work and doesn't change status back to Open. Thanks Nikolay
response time doesnt stop
hi, when i assigne incident its doesnt stop response time before i dont change status from open to onhold. i want too stop response time when i assigne incident
Unable to Access Incident Templates
Cannot access Incident Templates from the Admin tab. Please see error screenshot attachment.
Service Request Task Assignment
Hello, I am building a service request that has multiple tasks in it and I am wondering if there is a way to automatically assign some of those tasks to the same technician that the request gets assigned to. Thank You, Steve
Project Template Issue
I created a basic project template to do some testing with. (Figure 1) When the templates site field is set to "Not associated to any site", it causes the template to default what appears to be the first site in the available list. (Figure 2) Figure 1 Figure 2
Encryption Hardening for ServiceDesk Webserver
Hello All, Here's my end goal... TLS 1.2 only. AES-256 Cipher ECDHE Negotion Can this be configured for ServiceDesk webportal SSL configuration?? Thx!
Problem with search in SDP 9304
Hi I have updated to the new SDP version 9304 and now seach function does not work in several languages. When I test Swedish and Norwegian and select to seach in request but search is in Solutions instead. It work when I select English and Danish. The same is when I search on Assets, the seach result is on Solutions instead I have this behavior on both production server and test server. //Peter
Is it possible to export the Solutions knowledge base of service desk plus?
Hi, I am currently running SDP 9.2 Build 9234 and I was wondering if it is possible to export the knowledge base located in the Solutions module?
How to drop Canceled changes from My Unapproved Changes
There’s a section of the Home page, called My Summary, that shows Requests, Changes, etc. There’s an item called Unapproved Changes where pending changes will appear. If you cancel a change, it will show up in this list and will not drop off. What needs to be done to get it to drop off the list? We shouldn’t have to get a director to decline the change in order to cancel it. I found this in the FAQ…. https://www.manageengine.com/products/service-desk/faq-change-modules.html When I submit a change,
Link or merge request
Can someone explain to me what exactly the difference is between "link requests" and "merge requests" When is which feature used and what happens
Navigating to Admin page redirects to https and does not connect
After the upgrade to 9301 and then 9302 we are seeing the following behaviour: When in: https://samplewebsite.COM/TechMatrix.do we click on Admin button it redirects to http://samplewebsite.COM/app and does not display the page. when you hover over the Admin link it shows the hyperlink as: https://samplewebsite.COM/app#/admin but does not go there. Please look into this.
Integrated Chat
I know this has been asked in the past, but is there any way you guys can add an integrated chat feature for Service Desk Plus? This would be a huge benefit to all of our technicians and users. I know other Help Desk software companies have added this already. This is a feature that has been requested for years.
DataRestore Failure to Test server
Hi, Am trying to do a data restore from production to test server in order to look at a upgrade issue. I am restoring to the same version (9213) but when I use command run.bat it failed on AdventNetServiceDesk Has anyone come across this before. I am doing a restore to test server as every time I do a service pack update it fails so trying to replicate the issue on the test server. I have also done the same upgrade path as live so installed full version 9212 and that started up fine, then updated
Mark Unavailability
Dears , I noticed that under quick actions Mark Unavailability the System Display other Technician Name & cannot be Changed. Your help is highly recommended. Thank You
Description mapping
Hello, I want to create some scripts in JS and I cannot find the mapping of the description. I am putting the script in something called request template. The subject can be found as per the attached file, but the description is missing. I want to edit the request using some particular words in the email content, but I really cannot find a solution. I saw in the customer triggers that I can use a JSON $COMPLETE_JSON_FILE---> Complete Request Object will be saved to a JSON file and the file path will
Reply's not beeing sent in IE11
I got a couple complaints from some admins. When an admin reply's on a request and click on sent, the reply isn't sent and does not appear in the Requester Conversations. In every case it is sent in IE11 we have build 9300. Is this a known issue?
Problem installation at Centos 6.8
Hello friends, I am trying to install SDP at Centos 6.8 Server but i have a problem. The package start the process but after a few lines the installation its stopped and go back to prompt. [root@bdh ~]# chmod a+x ManageEngine_ServiceDesk_Plus_64bit.bin [root@bdh ~]# ./ManageEngine_ServiceDesk_Plus_64bit.bin -console InstallShield Wizard Inicializando InstallShield Wizard... Buscando la Java(tm) Virtual Machine... . Preparando la Java(tm) Virtual Machine... .................................. ...................................
Agents no longer communicating with server properly
Agents no longer communicating with server properly. We have only 14 out of almost 900 endpoints successfully sending scan data via AssetExplorer back to the server. Here is an agent log from one of the failing machines: [03/17/17][13:32:27][AEAgent.cpp][66][INFO][7632] ::**************** Test AEAgent (1.0.24)Started. **************** [03/17/17][13:32:27][AEAgent.cpp][66][INFO][3748] ::**************** Test AEAgent (1.0.24)Started. **************** [03/17/17][13:32:27][AEAgent.cpp][70][INFO][7632]
Agent Remote Control for SDP
Hi, Can you please share with us if the remote control sessions through SDP agent is secured and encrypted or not? and does it use SSL?
What are User Groups used for?
I set up a couple of User Groups in my service desk but I cannot find anywhere I can use these user groups. What are they used for? /Patrick
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