Purchase Request bug
Hello, I noticed an error from version 9234, maybe this error is older. When I created a purchase request and in the Product Name exists simbol "+", "&", to create PO occurs error( screenshot "1.JPG", "1.1.JPG"), maybe there are other symbols that can generate error. Since the occurrence of this error starts problems, I can't view the products in the Purchase Order. If I delete this symbols from Product Name are cases not see all the products in the list of Purchase Order. Another bug When I create
how to prevent techicians from assigning tickets to techs that are on pto or leave?
Your Leave scheduling works if tech creates a NEW ticket and assigns to tech on pto, and then it auto in-assign. However, if tech assigns existing tickets to techs on pto, it goes thru.. How to prevent techs from assigning existing tickets to techs on leave status?
How to automatically add workstation entry in Workstation_Fields table?
So when a new workstation is added to SDP it is given a unique WORKSTATIONID and entry in the SystemInfo table but it does not create an entry in the Workstation_Fields table until you edit the asset in the GUI and make a change/addition to a custom field. This is causing a problem with automation we wrote that updates UDF_CHAR columns in Workstation_Fields if it doesn't exist. Our automation updates Workstation_Fields based on an SQL update statement that joins SystemInfo to Workstation_Fields
Put a border around images pasted into solutions, replies, descriptions
Often users and techs will take screenshots and paste them directly into SDP, great feature for all parties! Usually though, the screenshot will contain a lot of whitespace, and often out of context text and images. Especially in solutions this makes the image look 'out of place' and the flow of instructions is broken and hard to read. In the case of numbered lists, pasting images in with whitespace, it's not clear where the text instructions end and the screenshot begins. A simple fix for this would
How to turn off Product Update Notification
We have recently updated our Service Desk and now have an icon with "System Updates Available" and a Red badge indicating one update is available. However when clicking on it, we get a pop-up saying to check internet connectivity. By default we block internet access to services, but is there an easy way to just disable or hide this feature?
Purchase Order Default Value s - Edits
Can the default fields associated to a Purchase Request be edited? I'd like to remove some of the, "Default" values from the "Purchase Request" form, because they don't fit our internal strategy for Procurement & Purchasing.
Purchase/Contract Management - Cost Center
Can a ServiceDesk "Technician" also be an "Owner" for a "Cost Center" ? Currently receiving an error when adding a cost center, message says that it's unable to find the user.
Old Backup Files
Is it OK to delete old backup files? Specifically files from the ServiceDesk\backup folder? Eric
Requesters with duplicated mailaddress
Hi We have several requester with duplicated mailaddress. One of the mailaddress is from AD synk, the other is from incoming mail before we started AD synk. The problem is when requesters send a mail now the request is connected to the wrong SDP user. What is the priority here? Is it the latest created user that is used? Has this been changed in SPD sometime? It would be great if SDP had a migrate tool for this, Like "Migrate users A anv B and make user B primary"
Custom Reply Template
Hi, Can the custom reply template cover Resource Info data too ? We can configure a custom reply to include fields but just need to know if it can include the Resource Info ... $RES_3301_QUS_3001 Any advice ? Regards A
Domain Scan not discovering some machines?
Hello, So i have been trying to figure out this issue i'm having with ManageEngine in where i cannot see about 20 machines in my environment. They are live and active because i use another scanner and it picks them up no problem. I tried doing network scan, thinking that maybe my domain scan is just messed up but that is not the case. When i do a Network scan i get 0 feedback and says all 255 machines are unresponsive, which once again is false considering i use Alienvault which works perfectly fine
Remote control via Remote Assistance
Good afternoon! I am trying to set up remote control to an asset via Remote Assistance. The logic is that you need to run the application as administrator, for this I write in the command line: cmd / C start RunAs / user: domain \ user / savecred "msra.exe / offerRA $ DEVICENAME" However, quotation marks ( ") is not transferred to the command line in CMD transmitted.: cmd / C start RunAs / user: domain \ user / savecred msra.exe / offerRA $ DEVICENAME What is causing the problem, as additional parameters
Is there a method to make an attachment required before submitting a request?
Time Elapsed Analysis Report
Dear ME Support, It would be really appreciated if you provide me a report? I have attached a spec table for current requirements. Database is PGSQL. Thanks in advance. Best Regards, Levent
Service Request Templates
Hi, When creating templates for logging Service Requests via the SD Portal, I want to associate certain templates with certain support teams. Currently, when requests are logged, they are unassigned and sit in 'limbo' because none of the support teams can see them. I'm also unsure how to set the following: Priority Due by date Group Distinguish between incident and service request I've highlighted with red circles the areas to which I am referring. Any guidance with this would be greatly appreciated.
Mail to requester, Sending notification failed
Dear All, We are using servicedeskplus version 7.6.0 build 7600.when we try to reply requester from the manage engine we get the error attached. sending notification failed. What can we do please.
How can I disable file attachments?
Message Dear Admin, 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 Error Message java.io.FileNotFoundException: /etc/ManageEngine/ServiceDesk9103/ServiceDesk/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/Request/Feb2016/495/Norton
Unable to migrate to MSSQL
Morning I am trying to migrate our database from Postgres to MSSQL, with limited success. I am following these instructions (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat where, ServiceDesk Plus Home ->
Updating Assets
I imported assets using a CSV file but never included the vendor for the different assets. How would I go about updating the vendor field for the asset and non-it assets? If I was using SQL server I could do it with a sql script, but not sure how to do it with an xml file. ie: all OptiPlex pc would be vendor Dell, all printers would be HP, etc. thanks
SD & Chrome 56 - Not Secured
Hi ALL! We have SD 9240 and Google Chrome 56 after update chrome to 56 build we have some error - NOT SECURED. We use SSL sert from startsll.com What happened and how i can fix it ?? http://odarchuk.com
FAILURE: Exception occured while performing the operation. --> Changing from template from default to a custom form template
Hi guys, I ran into the following issue: When changing the request template of an existing default request to one of our custom templates, I receive the following error: "FAILURE: Exception occured while performing the operation." When searching through the log I can see the following issue: [13:06:11:798]|[01-30-2017]|[com.adventnet.servicedesk.workorder.action.WorkOrderAction]|[SEVERE]|[70]|: update of workorder 39903failed. Exception while updating Workorder. Unknown column GUDF_CHAR9 in the table
Separation "Issue catalog" and "Service catalog"
Hello, How I can configure separate buttons (and icons) for "Issue catalog" and "Service catalog" such as on screenshot demo.jpg my customization you can view on screenshot portal.jpg Thanks.
switch between Cluster DataBases
Hi Dears im using cluster database for servicedesk plus version 9.1 on SQL server 2014 when first database fail it has to move on the another database, the second database work correctly but servicedesk plus doesnt detect it. i dont find any place to enter the second address of database. how i can manage my databases for automatic switch?
How do I add a note to a user or asset?
Adding multiple assets through API request
I am trying to add or update a change request within SDP, but am only able to do 1 asset at a time. Can you please provide assistance with adding multiple assets in a single request? I have tried separating the items with spaces, commas, and semicolons, all with no luck. Parameters are: OPERATION_Name - ADD TECHNICIAN_KEY - 927A67B8-9C7F-4180-B437-067C54B61861 FORMAT - JSON INPUT_DATA - {"operation":{ "details":{ ......"assets":"single asset name used"......}}} - works without issue - INPUT_DATA
Script Master - 10: How to integrate ServiceDesk Plus with HipChat.
Hello users, Here I come with another interesting script that helps you integrate ServiceDesk Plus with HipChat. Before I go into the details, allow me to give you a quick introduction about HipChat. HipChat is a hosted group chat platform built for teams that collaborate through persistent chat rooms, file and screen shares. HipChat also includes cloud-based file storing, video calling capability, message-history searching and inline-image viewing. Integrating HipChat with ServiceDesk Plus enables
Consider "Acknowledge requester by e-mail" as First Response
Hi, I'm running version 9.2 (build 9228) and have enabled the option "Acknowledge requester by e-mail when a new request is received" This sends out an email to the user which indicates the ticket has been created. Is it possible to set the sent time of this "Acknowledge requester by e-mail when a new request is created"-message as the time for "Responded date" in the ticket? Many thanks
Service request Resolution tab shows a blank screen
I have two service requests that users reported being unable to close. When I took a closer look, I found portions of the details sections on the request tab missing and the resolution tab was completely blank. We are running Version 9.2 Build 9230 Regards Dave
Help with Change Field and Form Rules
Hi, I would like to set up a custom script to disallow technicians to select the same person as Change Owner and Change Manager. I have tried using 'On Field Change' option so I have applied a script to remove Change Manager which equals to Change Owner and vice versa however I need a smarter solution because the script won't re-add users back to the list if someone choose a different user from the drop-down menu. Regards Mario
Help with the dashboard
I feel like I may be going crazy and I'm hoping someone can assist me :D I need to change the reports that are presented on the dashboard. I am currently using the free version of the tool with 5 technicians From what I understand to make changes to the dashboard, you must go into one of the reports on the dashboard and there should be a button which allows you to add or remove it from the dash, I don't see this no matter what permissions I give my technicians.... any ideas?
Service Catalog - Service Requests
Hi, We log IT Service Requests in the Service Catalog, and noticed there are two categories - IT Service Category and Business Service Category. Stupid question, but what is the difference ? A
How to automatically close Solved tickets
Hi, is there a way, or will it be asap, to automatically close, after some days, tickets which are in "Solved" status? Now we close them manually, which is annoying and time-wasting. We are on ver. 9.2 Build 9232 Thanks ale
How to get All Request(Ticket) based on LastModifiedDate Time filter via REST API?
Hi All, I would like to get all Requests by passing LastModifiedDate as filter to REST API. Is it REST API available for that service? Thank you in advance. Regards, Govind.
Auto filling forms - SharePoint or any other suggested solution
Hello, I would like to have two things that can be done by SharePoint integration or any other solution: 1- Asset receiving form that can be filled automatically with the assigned assets to the user to be signed by him 2- PC checklist with auto filling asset details of the user to be done by the technician Kindly let me know the possibility of doing this either with Sharepoint or any other way.
Boot Camp Jan '17 - Incident Management
Capture email address in conversation
Hi Is it possible to edit the conversation view to display the From Address of the person as well as their name. And would it be possible to have variables for any CC addressee information included in the ticket to allow these to be added to ticket notifications.
Report - Time spent on tickets
Hello, I need to generate a report on the amount of time my techs spend on tickets. I have each of them enter the time they spend in the tasks section of each ticket. At the end of the week or month. I need to be able to generate a report that says Tech (A) completed X number of tickets and spent X number of hours on all their tickets(B) completed X number of tickets and spent X number of hours on them and do on. For the life of me I cant figure out how to generate this report.
Report to show number of requests per month
Hi is it possible to have a report to show the number of requests / incidents for service desk group for each month thanks Postgres Version : 9.2 Build 923
Can I get a merged request through the REST or Servlet API (or other API)?
Hello !!! Currently, I'm getting information about a request by the API RESP operation GET_REQUEST_FIELDS. Everything works fine until I try to get this information about a request that has been merged with other one. For example, initially there are two request. After that, request 2 is merged into de request 1. After that, request 1 is accessible by API RESP operation GET_REQUEST_FIELDS but request 2 doesn't. However, from the ID Request field of the GUI I can get two request. Anyone know how
AD Authentication
Hi! I have installed a blank servicedesk plus and the first thing i did was to import users from AD and activate AD Authentication. However this doesnt seem to work. The system just replies wrong credentials when i try to login with my AD account instead of the local administrator in the system. The only thing i have done is: Import users via Active Directory - Set my user as admin for servicedesk and active AD authentication. Have i missed something to get this to work? Version: 9.2 Build 9241
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