Problem creating backup and upgrading
When I run the backup and export the log from the bat file I get this error: Error = *Invalid object name 'ServiceReq_302' .* Query - SELECT max(WORKORDERID) FROM ServiceRew_302 ERROR = *Invalid object name 'ServiceReq_302' .* I have checked the SQL database and no table exists for ServiceReq_302 our servicedesk client is running fine however it is several versions out of date and I was looking to upgrade it. I can't upgrade it without backing up the database because it is on a separate server and
Multiple Attachments
I do employee onboarding through this software, I have usually no less than 3 documents that must be attached to a reply and sent to the end user, it seems I am only able to attach one document to a reply. I can attach multiple to the ticket itself, bot only one to any given reply. it's not a size issue, because I have tested it with multiple small 25k text files... Am I missing something? Jim
Project ID in PO Form / Work Log Summaries
To better track cost of a project, it would be nice to have a Project ID field in the PO request. This would need to be a data point that could be reported on so that you could run a purchase report on all purchases with Project ID XYZ. Work Log Summaries. Currently you can associate a Change, and a Service Request to a project however if there are work logs created in any of these, they don't carry over to the timesheet in the project. It would be nice that once these are linked the timesheet would
CMDB Permissions
Hi Team, How can I amend permissions in SD+ for the CMDB section - to give technicians read only access? Thanks
Import Accounts and othes modules from ZOHO CRM
Is it possible to import data from ZOHO CRM? How to? We´re using version "9.2 Build 9232" of ServiceDesk Plus and the "old" PROFESSIONAL version of Zoho CRM.
CMDB fields in tickets
I wish to be able to add a custom field to my ticket form where the pick list items are pulled from a CMDB CI Type. Therefore, adding an entry under that CI Type would result in the new item showing up in the drop-down pick list automatically. Is this kind of functionality supported?
Round robin - avoiding unassigned tickets
We have round robin auto assign setup for servicedesk plus. Some technician moving the tickets from there name to unassigned queue. How to avoid technician from moving the tickets to unassigned or none queue
Upgraded to 9236 and Did not get changes to UI
We have two installations of SD one in Prod and one in a Test domain. We had upgraded successfully the one in test. It has the new ui and features. It is at 9234. We upgraded Prod to 9236 and did not get any of the new UI or features. Thanks Chris
saving drafts of emails
How many drafts can I save per SDP case? I have a situation where I'd like to save a few before sending, but not sure if the 2nd will override the 1st, 3rd override the 2nd, etc. Thank you in advance!
Self-Service login notification
Hi everybody, I have configured Notifications option to send client information about self-service login. I want to know when this e-mail is sent, what condition activate this trigger? ... Thank you.
Backup issues
What is the preferred way to shut down Service Desk and perform a backup? I seem to have mixed results with the procedure I have been using, which is: 1) run shutdown.bat 2) wait for command window to close 3) run backUpData.bat Often, when running backUpData.bat I get the following over and over, and the backup never executes: INFO: Command to be executed [C:\ManageEngine\ServiceDesk\bin\..\pgsql\bin\pg_is ready.exe, --host, localhost, --port, 65432, --username, postgres] localhost:65432 - rejecting
Service Desk with vmware and vmotion
Suppose I have two hosts with vmware and two virtual machines each. I configured the vmware credentials and I was able to import the hosts and virtual machines. So I added the invoices in each virtual machine. Ex.: Hostvm01 (virtual01, virtual02) Hostvm02 (virtual03, virtual04) The problem occurs when I use vmotion and migrate the virtual machines to the other host. When I scan the hosts again, a duplicate key error is displayed. Ex.: Hostvm01 (virtual01, virtual02, virtual03) Hostvm02 (virtual04)
Problem with login
I have users in servicedesk plus that can login on one computer but can not login on another computer. The message I get on the pc that the user cannot login on is This page can’t be displayed Make sure the web address http://docrXXXX:8080 is correct. But I can login to it just find and so can other users.
ServiceDesk Plus 9237 Released
Dear Users, SDP 9237 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9237 SD-63274 : Support for SNMP V3 scan has been introduced. Issues fixed in 9237 Requests: SD-65225 : Reply windows gets over-written when trying to reply multiple requests simultaneously. SD-65190: Request page gets slowly loaded when the resource section contains lots of questions with check box options. SD-63552: Alias mail ID does
Migrate Postgres to SQL 2012 Standard (Same server or differente server)
Hi, I am trying to migrate/convert the default Postgres database to a SQL Server 2012 standard on the same server (or different server if migrated sucessfully). Following the instructions here the first results were that SD would not start up. When I do a backup and restore on the same server using default database everything is fine. But when backuping up the database, changing sucessfully to the new SQL server and restoring, now I come up the some funny warning messages in the command line window:
How to modify phone number requester in REST API
I need to change the phone number of an applicant through REST API, how could you do?
Asset module is getting wrong model for Lenovo workstations "ThinkPad T430 (23498R7)" by Agent
Hi Team One of our customers is reporting that SDP is showing wrong model, as you can see in first screenshot, Correct model is ThinkPad T430 (23498R7). We perform a test executing the ae_scan.vbs and the xlm gets the correct data, I think the Agent is getting the wrong data, I'm attaching the xml result from ae_scen.vbs.
What printers work with Asset management barcoding!
I was wondering if anyone knew what printers work well with Service desk plus barcoding feature under Asset management? I am looking for a scanner and printer to do inventory for my company. Does anybody have any suggestions? Thank you!
Autotomatically Associate certain Requests with a Project
Hi, Could we get a feature that allows us to create a rule or some type of automation to automatically attach a request with a project. For example, if we have an OS Upgrade project and wish to track the progress through the number of upgrade tickets/requests, these would automatically be associated with the Project. Thank you
Requesters can close a request via automated close link?
v 9.2(9236) link on forum(SDF-29859).
How many categroies-subcategroies and items can i create
Hi, How many categories-subcategories and items can i create? Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Strange behavior of access rights in Change Module
Hello. We have got some strange problem. When I assign to a regular user a ChangeRequester role (or Reviewer or both) he can't access the change request details page. When he clicks the URL the pages shows "You are not authorized to view change module and details". Change module roles and rights are by default - I didn't change anything.
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Hi, I have implemented your service desk plus trial solution, but have experienced problems regarding email configuration. The username and password are correct, I was able to log into OWA with it, and the emails are being received but the application just can not authenticate with Exchange (Exchange Server 2010) properly. I followed the link bellow and checked out everyтhing that can possibly be problematic. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html On a exchange
Description parameter on Notifications
Hi to all, we have experienced, in one of our installations, some problems with notificacions. If we include $Description field in any of notification with others parameters like $requestername, $Requestlink, message only shows $Description field. The others fields are missing in notification and SDP only send $Description. Could you tell us any solution for this issue? Thanks in advance Installations details: W2012 Server SQL 2012 SDP 9236
SLA for the re-open tickets is not working right
Dears,Could you help me in the below issue;- if we have resolved ticket and before the ticket get closed by system the requester has re-open the ticket and the ticket become due even if the ticket have a few hours. - second case if the ticket closed and the requester has re-open the ticket the new SLA is less than SLA that should given while re-open the ticket......could you help me to know the reason and the solution to fix this problem. Thanks in advance
How do European time, 24h in SDP?
Single Sign On without importing all users
Hello, We are an auxiliary organization on a college campus and are using SDP for our organizations help desk. We have Active Directory Authentication enabled and working, but would like to also use pass through authentication, however, it seems this feature requires a full AD user import. We only setup login accounts for our employees and not the entire campus community and do not want all AD users to have access to our help desk. Is it possible to enable SSO without doing a full AD scan of users?
SLA Problem
We have an issue regarding escalation timing as we created a SLA that should escalate the ticket after 30 minutes+1, although the ticket is escalated some times before the 30 minutes and sometimes its marked as SLA violation but not escalated . Thanks
urgancy
In the reports tab, how to add more columns in the "Available Columns"?
Projects: add members by group
We would like to add members to a project by group. This would be the same group used for requests.
One Technician being automatically assigned tickets
Hi, One of our technicians is randomly assigned incoming tickets. This does not happen all the time but when it does, it's only to this one user. When we check the ticket history, there is no indication of it being assigned. Has anybody else seen this issue? We've confirmed no business rules are auto-assigning tickets and none of our request templates list this Technician as the default recipient. As another piece of possibly useful information, this Technician is the first alphabetically in our
Dashboard isn't working after update
Hi, there is some problem with Dashboard after upgrading to the latest version of SDP. It's just doesn't load. Looks like that:
How can I change the price of a product?
Folks, I'm trying to change the price of a product. 1. I go to Product, and look up the product. 2. I go to the produce and open it via the link, which then shows the Asset Management - Product> Product List with my product in the Product Details. 3. I <click> on the Vendors tab and, since I only have the product associated with one Vendor. I see the vendor and the product price. 4. If I <click> on the edit button on the product, the Product Details are populated above. 5. I then change the Price
Desktop Central menu
Hi, I'm trying to give my technicians the menu for desktopcentral within servicedesk. I have the systems both setup and connected to each other. I have enabled the settings and users can jump to desktopcentral etc. I have enabled them to have access to it in servicedesk and checked and this works ok. However it does not display for any of these technicians. I've followed the guide here - https://www.manageengine.com/products/desktop-central/help/configuring_desktop_central/ui_integration_with_servicedesk_plus.html?sdpi
Self-help PORTAL
Hi there, we're using SPD+, but most of our users prefer to use email for request. And I think it's because, self service portal is too difficult for them. They can't understand what they must do to create a request in SD. It would be better, when they have an ability to self-help with their request, ex. User login to SD Portal index page welcomes him and ask a question - You have a problem or some thing different 2 buttons Incedent\Problem and Request If Incedent Portal offers small servey like
ServiceDesk Plus 9228 Released
Dear Users,
SDP 9228 has been released and can be downloaded from the URL below,
https://www.manageengine.com/products/service-desk/service-packs.html New features in 9228: SDF-63023: Service Catalog can now be obtained as an Add-on for Standard edition. SDF-63419, SD-61445: Field and Form Rules Enhancements: Ability to copy rules to multiple templates Action to add/remove options from the Pick List field through UI (except Site & Group fields) Action to set values for fields through UI Action
Select asset in request
Hello guys, When you create a ticket SDP automatically suggests the hardware assigned to the user. However, it is possible to select any other asset or component (as it should). But in the "Select Assets" screen, can u make a search texbox available please so we can search in the assets by asset name or serial number, product type, product name, etc... With regards, Insectiside
Lock Closed Tickets
Hello, Is there a way to make a ticket un-editable once it has been closed? Ideally requiring the technician to re-open the ticket to make updates or changes, and in a perfect world - notifying the requester of the changes. Thanks, James
Technician Assignment Emails from ServiceDesk Plus iPhone app
Hello, I am using the ServiceDesk Plus iPhone app along with our inhouse ServiceDesk Plus installation. I am finding that certain activities, when performed using the mobile app, do not generate the same email notifications as the web app. For example, if I create a new request on the iPhone app, I receive an email confirmation as the requestor, however, I am not receiving the second email I would typically get as the system administrator. Most importantly, if I assign a ticket to a tech using
User creation assistance
We are currently using ServiceDesk Plus Enterprise and ADManager Plus Professional in our environment. I would like to build out an automation between the two so that once a request for a new employee is submitted, information that was entered in to the original request is sent over to ADManager Plus and using information contained in the ticket, select a creation template and build a new AD account. Unfortunately the documentation that is located in both applications is quite vague as to how to
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