Requests have lost their colour
Hi Folks, I have just done a marathon updating session which went surprisingly well. Only one slight issue has arisen so far. The text on the main requests page used to be in colour and now it is in black wand white! I have checked the settings in Admin / Helpdesk / Status and it showing Onhold is red, Open is Blue etc. etc. What am I doing wrong? Tom
Incidents Not Updated in 3 Business Days
I need the SQL on how to write a report on incidents that have not been updated in 3 business days (Exclude Saturday and Sunday). Sounds easy enough but with the time format I can't seem to figure it out.
Cannot Login using Mobile App (Iphone)
Hi All, I currently cannot login to the Mobile app, an iphone, using any user that is an Active directory user. Local authentications working OK. The app returns the message "Error Username and / or password provided was incorrect" the password is correct and i have tested with numerous users. I am using pass-through authentication and can login fine into the portal using a laptop, just cannot get it to work form the phone. Can anybody give any tips on getting this working? Log files to check Thanks
Showing and hiding resource fields
I want to show and hide resource fields. Do I need to hide everything upon loading and then show them again when the criteria triggers my rule? Is that how it should work? The user case is onboarding and asset requests: Allocate a desktop handset: ->Hide Telephone Handset models ->Hide headset models ->Call center agent licenses Do you wish to reassign existing handset and/or call center agent? If NO, then show fields regarding phones and models. If Yes, then show fields for questions about existing
Postgresql to MSSQL migration - build 9224 NOT WORKING
Dear Sirs, I'm trying to migrate Postgresql to MS SQL following this procedure (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1-5 are completed successfully. On step 6 (restore data) I get the following error. Please advice how to proceed since this issue affects our service.
Active Directory Passthrough - NTLM Failed Redirecting To Login Page...
Hi there, I'm in the process of setting up Servicedesk Plus and trying to get the Active Directory Passthrough to work. I've been having issues and after looking at other threads on this forum, none of the solutions have worked for me so far. I'm unable to attach the sso log to this thread for some reason, but I'm happy to provide that, and a picture of my AD config page in servicedesk. Thanks in advance, Kyle
Send email notification failed
I'm getting this error trying to replay request in SDP. Any idea, SMTP works for other services I have. (SMTP service for Office 365) [13:26:06:698]|[08-24-2016]|[SYSOUT]|[INFO]|[70]|: notifyTo::::REQREPLY| [13:26:06:698]|[08-24-2016]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[INFO]|[70]|: Orig req id as parameter : 9| [13:26:06:698]|[08-24-2016]|[com.adventnet.servicedesk.notification.util.NotificationFactory]|[INFO]|[70]|: Into send mail notification toAddress : manuel.arce@utitec.com
Setting the SDChangeManager
Hi There, I'm a newbie to Service Desk Configuration I'm trying to setup the Change Management module to be used in my company. I've gotten as far as setting the workflow and having everything running smoothly. The only catch is I cannot set a change manager in the role.
SLA's not working
Hi, I've added 4 new SLA's that are governed by the Priority field of a ticket. When tickets are created they don't seem to take this SLA, instead they take another SLA for 100 Days for our Projects. I've checked this and there are no conditions for this SLA. Does the fact this has no conditions means it takes presidence over the new ones ? I've played around with this on our test system and the solution is the delete the 100 Day SLA but we may need this on our Live system! Q: Should we add the SLA's
Database table cleanup
Hi guys, To try to improve some performance issues with our SDP instance I've cleanup up the old system notifications using the query: delete from notification where (NOTIFICATIONDATE <= '1459429200000' and SENDERID = '1'); Which just deletes any system notifications older than April this year. Seems to have made a noticeable difference. Now that the notifications table is reduced, I can see the next three largest tables are: SystemHotFixInfo ErrorLog HwAuditHistory Is it possible to cleanup these
Corrupt profile? Get NTLM error when open Asset scan summary.
When trying to access the scan summary, I get an NTLM Failed Redirecting To Login Page error. I click on ASSETS, everything looks fine. if I click on any of the items in the Scan Summary section, like "Workstation/Server Detected" I get the above error. This was working fine yesterday and no changes have been made to the SDP application. I can get to everyplace else. I restarted the services and it's the same behavior. My co-employees are NOT having this issue. Wondering what it could be? Using build
How to modify table structure in Solutions edit mode
I have a table I created in solution and now I have to modify it and add row and column. Unfortunately I don't see how to do that. Pls, help.
SD Agent
Hi, How can I make sure that the correct agent scans the workstations in the domain and sends the data to the Service Desk? Thanks.
Scanned Software issue
Dear Team, Please help in scanned software deletion , I wanted to re scanned software but when I am trying to delete the software it gives the below error, please help. MS SQL Build:9217 Thank You Regards, Anujitha Sharma
Announcements area improvements
The Announcements area needs improvement: Limit announcement description to the subject line. Currently the announcement area displays the subject line and a long run-on of the first part of the description before it cuts off. (see attached screenshot). The only thing I see needed in the Announcement list area is the announcement title. Beyond that, the hover preview will take care of providing additional detail should the user need to view it. Create hover preview of announcement without having
Automatic Email Generation
Is there a way for SDP to automatically send emails for the following scenarios: 1. When a requester opens a ticket, to have SDP send the requester an email with the ticket details 2. When a requester opens a ticket, to have the support group automatically notified that there is a new ticket. Thanks
Spam filter question
We have several teams that are talking to themselves between the mailboxes configured for each of their group in service desk plus but this ends up creating e-mail loops. You get the acknowledgement request from one side and then the acknowledgement request from the other side and so on and so forth. So if I add their e-mail address to the Spam filter in the "Sender is" field, whenever a groups tries to talk to the other group will it still leave the e-mail come through since it has a ##requestis##
Is there any way to disable the AutoCC feature in SD Plus
Hi, When we reply to a user's request, if the user has cc'd in multiple people then every time the technician clicks on reply, it cc's all those people again. Any way to turn that off as it can be pretty risky specially if the original requester cc'd the whole company then technician's reply will be sent to the whole company unless he/she removes everything from cc text box manually which consumes time that is unproductive
Preventive Maintenance
Hi, Is there a way you can export a list of the Preventive Maintenance items you have setup to include Category, Sub-Category, Item, Time etc. ? Not the ones you've created, just the list of items that should get created each day.... Andrew
Creation of incident by user-requestor via REST API
Hello, Please advise me how to integrate the service desk with user-requestor via REST API? The user-requestor does not have the technical key, and without it the incident can not be created. Any other way? Thank you.
Quick Create Settings (for Requester)
Dear Support, Is there any option for Quick Create Settings to end user, as they don't want to complete all the form in incident template. Regards Mooez
Populating "Asset Components" in Assets
We use an air gapped system, so I have to add all the assets by CSV spreaddheet. I am trying to get to grips with the Asset side of Service Desk. I can create a server but I want to add "asset components" to the server, like memory, PSU DVD drive memory etc. In the default setup I have under Assets, Asset Components there is only Keyboard and Mouse. I can not see how to populate these option to include Memory, PSU DVD drive etc? I am new to administering this and the previous imcumbent managed to
Manage Engine slow down
Hi, Our Manage Engine environment is experiencing slow down from time to time until the time we cannot access it anymore. Sometimes, when we restart the service, it will be up again. What could be the possible reasons for this? The only thing that we can think of is the large number of file attachments. Will that be a concern? Thanks! Geraldine
Backup failure
Hi, We are receiving the below error during scheduled backup in the Manage Engine Servicedesk Plus. 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 and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: The process cannot access the file because another process has locked a portion of the file at java.io.FileInputStream.readBytes(Native
REST API - Get all CI´s owned by a person OR department
Hi all, Is it possible to use the REST API to get all CI´s owned by a person OR department? Thanks, Hans ### Get all CI´s $key = '627CAA04-A195-4EB5-88FB-348A888CAAAA' $server = 'servicedesk-test.DOMAIN.com' $body= @{OPERATION_NAME='read';TECHNICIAN_KEY=$key;format='xml'} $xmldoc=Invoke-RestMethod -Method POST -Uri "$server/api/cmdb/ci/list/all" -Body $body $xmldoc.OuterXml
Email issue since 9226 upgrade
We upgraded to 9226 after having an issue with 9225. Thankfully this has resolved our first issue however now we are using 9226 our notification rules are not working properly. For example when logging a request via email we generate a reponse with the subject: Your IT request has been logged - Ref: $refid For some reason when we log calls post upgrade either no response is recieved or a response is recieved with a reference id that does not match the request that has been logged. Call reference
How to customize Incident, Service catalog, Quick action menu bar
Hi Team, I would like to customize Incident, Service catalog, Quick action menu bar so could you please let me know how to do it. Example, Created incident catalog called "Windows Software issue " - By default it is showing after New Incident under incident catalog menu bar Incident catalog - software issue [category i need to create ] - windows software issue [catalog that i have created] Thanks Arjun
Creating Tasks
Whenever a task is created the browser closes. I tested this on I.E 11 and on Chrome. I enabled popups on I.E.and now receive message "The webpage you are viewing is trying to close tab" Do you want to close tab" If I say no the task creates fine. In order for it to work in Chrome I have to do a save and add new. 9.2 Build 9213
Remove -> re-add technician effect on tech history?
If I remove a technician's account, then re-sync AD , then re-add the technician with the same credentials, will he still be attached to his long term history on requests and changes and custom views? I have a tech who is getting weird behavior and I believe this is a solution. Thanks
ServiceDesk Plus 9226 Released
Dear Users, SDP 9226 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9226: SD-63712 : Unable to login into application when passing user name and password as parameter. SD-63873 : Duplicate assets found when searching an asset. SD-63692 : Unable to create Purchase Order from Purchase Request when modifying the requested item name. SD-62640 : Software compliance does not get updated properly when workstations
Can't able to see a technician
Hi, I created a technician but I can't see him. He is active because he can manage tickets (reply, close). I would like to add a new role but I can't. If he try to create this technician again, the message is : "Login with same name already exists. Please provide a different value." Have you got the same issue and have you a solution ? I don't want to delete and create again the technician because all tickets he has closed will be blank for the field technician. Regards Sylvain
Restrict Incident Request Types to User Groups
I want to restrict Incident Request types to specific groups, for example I only want users that are part of my HR group to be able to create requests that are related to onboarding and offboarding. I do not want any other users to even see those options. Is that possible?
Scheduled reports after SD+ reinstall
Hi, I recently had an incident with SD+ that made me reinstall with your help. I was able to restore attachments and everything but scheduled reports. Can you please let me know which files/folders or how I can restore this reports? Thanks
how to configure sms gateway to servicedesk plus
Dear Support, We have SMS Server for sending SMS to our technicians, we use the IP Address of Server and port 10001 for sending SMS. Kindly guide us how to configure this server to SDP Regards Mooez
Move and Duplicate Tasks between Modules
Has anyone else wanted to see the ability to move a task around between modules? Example: You're working on a request, and as you work you find that it is a bigger effort than initially thought. So, you want to begin working this as a project. You can currently link the project to the request, but to see or manage those tasks, you have to click on Requests, then tasks and manage them at the request level. You can't link them to milestones. Request Task: The tasks on the project and the request
Notification Bell Stopped Displaying Message Count After 9222 Patch
This bug has persisted through multiple patches now. Has anyone else experienced this?
How to delete old / useless reports?
I am an SD+ technician. How do I delete old reports created that are no longer needed? Thanks.
Are you API about ServiceDesk Plus - Part 4
There are currently two main options used to run PowerShell scripts from ServiceDesk Plus, the 'Request Custom Menu' or 'Custom Trigger' options, available from 'Admin > HelpDesk Customiser'. Both of these configurations will have an option to execute a script and, in order to run a PowerShell script, you will need to use the following command as an 'Execute Script' action: cmd /c powershell.exe -WindowStyle Hidden -file c:\ManageEngine\ServiceDesk\integration\custom_scripts\testscript.ps1 $COMPLETE_JSON_FILE
Wildcard SSL Cert
I have a wildcard SSL cert that I already have for multiple items on my domain. Am I able to install an existing wildcard SSL for SD+ or do I need to procure a different SSL? If I can use the wildcard, what is the process to install it as I would not have created any CSRs. Thanks
Software Assets
Since ServiceDesk Plus does not treat software as assets that can be linked in an incident request, I'm curious how others are handling this situation. If you have an incident request for an application that is crashing, hanging, or otherwise misbehaving, how are you linking the software to the incident? Thanks, Robert
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