Default folder for updates
I recently download 3 ppm files to bring my Service Desk up to date. The files are currently in my download folder. Is there a specific folder where they should be for the upgrade? Thank you.
Technician Auto Assign in Selective Incident Templates
Hi Dears I want to use Auto Assign in the SDP but no whole of the sdp. some forms has their own technicians and for some other i want to choose auto assign technicians.At the moment auto assign option is 0/1 in the sdp. how i can use it selectively for incident templates? So Thanx
Purchase Order Main screen - New Column
I would like to see a column added to indicate if a request has been associated with a PO without actually having to go into and open each PO.
Please help me !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I can not start service desk plus after changing to mysql
Java problem trying to run updatemanager
I get this error message from Updatemanager, trying to upgrade from 9005 > 9021 Updatemanager.bat @rem Please set your Java path here.set @echo off rem set JAVA_HOME=C:\ManageEngine\ServiceDesk\jre call .\setcommonenv.bat UPDATEMANAGER cd .. if NOT EXIST %JAVA_HOME%\bin\java.exe echo "Please set the JAVA_HOME parameter in" %0 if NOT EXIST %JAVA_HOME%\bin\java.exe goto FINISH set PATH=%PATH%;.\lib\native set CLASSPATH=.\lib\AdventNetUpdateManagerInstaller.jar;.\server\default\lib\jtds-1.2.jar set
Ability for Change Requesters to move back to "Planning" or "Submission"
Hi Guys, Our organisation will shortly be making the switch to a newer version of SD+ and as part of the configuration I have been asked to investigate whether it is possible for a change to be put back to "Planning" or "Submission" stages by the Change Requester once its at "Approval". Currently Change Requesters have to ask the Change Managers to do this for them on their behalf which can be cumbersome. So for example if a Change Requester creates a CR and completes the Submission and Planing
Where SD Plus stores private MD5 key? How it is protected?
Hi, dear! Where SD Plus stores MD5 private key for encryption of passwords are stored in 'aaapasswords' table of 'servicedesk' database? How this key is protected from information security threats? Thank you!
Error when create request with pendent state.
Hi, When we open a new incident using a customized or pendent state, the data are discarded and are sent to requests screen with a blank error message. I'm using the v. 9219. Someone is going through it ?
Requester close a Request.
Hi, It would be good if a requester can close their own request. If the problem is resolved on its own or they have figured it out.
Question regarding Servlet API
Greetings, I am new to Service Desk Plus. I have a question regarding the Servlet API, is there any guide or tutorial for implementing it? Cheers!
Writing a script to automate replies from manage engine.
Hi, Our organisation has recently requested new statuses be set up for service requests other then the standard request statuses. they have also requested that we have automatic emails sent to users explaining the status change when the status is updated. i have the script pretty much working except for one little problem. The Argument or variable i was using to cheat in their email address isn't working how I hoped. rather then pulling in the requester's email address it adds the email address of
Service desk fails to start after updating ADManager
We run both the service desk and ADManager from the same virtual server...after updating ADManager to the latest version, I now get this error in my event logs, and Service Desk will not launch: pg_ctl: another server might be running; trying to start server anyway I am not familiar enough with PostgreSQL to troubleshoot this. Suggestions?
Create Request without user name and password of technician in servlet
Hi Dears I want to use servlet API to create request in SDP. in this module i have to send user name and password of technicians in clear mode and this is not secure. how i can use it secure without sending password clearly? Thanx
ServiceDesk Plus 9221 Released
Dear Users, SDP 9221 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9221 : SD-63530 : Unable to create a Request with "On Hold" status through web form. In an environment where the default Request Template is set with status as "On Hold", then the creation of Request gets failed and eventually mail fetching gets stopped. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Where to find info on SDF-#s and SD-#s?
I'm working through a test plan for upgrading our system to the current version and I like to look at the original issue in the forum where an item was reported. I can't always find it, so I looked here: https://creator.zoho.com/servicedeskplus/sdp-known-issues/# It seems that many items aren't on this list. Especially a lot of requests we have pending for our company. Does anyone know where to find a status update on Feature/Issue requests? Thank you! SDF-46506 The feature to automatically close
two ports 8080 and 8081
after updating to 9220 9212 with the system began to work on two ports 8080 and 8081. How to fix the error. Thank you
Specifics of Incident vs. request in the interface
There seems to be a really muddy definition of Incident vs Requests (and the ways they are defined) in the interface. Tickets are defined as 'Incidents' in the technician interface but defined as 'Requests' when shown in the self service portal? Seems that any 'incident template' created that is set to 'show to requester' is identified as a 'Request' in the portal, even if it is technically an incident. With or without a service category I don't mind changing our workflows to fit what SDP allows
Notification to requester only for specified groups
We are using ServiceDesk for different groups. Now I need notify the requester with email on every change of the ticket. But this email-notification should only be sent for specified groups, because not all groups want to inform the requester. Do you have a solution for this?
Edit Functions in Technicians Roles
Hi, Is there a way to disable the edit function that you can change everything including the description of the request while keeping the function of merge request, stop timer and assigning technicians. Basically we don't want the technician to has access to change the details of the request except when they need to put it on hold, merge or assigning to different technicians. Whenever I enable these functions it allows the request to be edited to the point of everything can be change. Thanks
Requester User Groups
Hi Dears Is there any way to set a combo box to be shown for requesters to list which User Groups he/she is assigned? now i have to search that user in my all user groups to edit/add/delete his/her. Thanx a lot
Schedule import of CIs
Is it possible to schedule an import of CIs with ServiceDesk Plus? We have an inventory system from which we can export data to a CSV file but we'd like to schedule an import of this file in SDP. Thanks.
Paste should be allowed when changing password
Hi folks, On the AD change password page, you really should allow users to paste in a password. With this, users can use a good random password management tool to generate a strong password. Without this, user's are more likely to type in easy/weak passwords. At the very least, this should be a configurable option for administrators. The fact is, I know of no other site that disables copy and paste for password changes: not Google, not Microsoft, not Amazon, etc. Thanks, Mark
Can the SLA perform other actions?
We set up an SLA for 24 hours. From what I can tell, when the SLA is reached, we can assign an action that elevates the ticket. Is it possible to set another action? What we would like to happen is when the SLA is reached, it emails either the technician it is assigned to or emails a manager saying the SLA has been reached and the ticket should be acted upon.
Shutdown Problems on Linux 9.2 Build 9220
Hi, we are having shutdown problems with the latest version. executing the command as usual: ./shutdown.sh -S in ManageEngine/ServiceDesk/bin/ doesn't do anything, stays/hangs. Our version 9.2 Build 9220 Debian Linux latest (64bit) The only way to stop it is by killing the process. After killing the process the usual shutdown messages will occur. This error is reproducible on our system. Please help. Kind Regards, Per
Can someone tell me what table and field a users username & email is stored in?
I was able to find it in the UserAccountInfo table, but that is tied to workstations. I need it related directly to the userid in AAAUser. Thanks!
Receiving Multiple Notifications When Assigning a Task to a Support Group?
Hello, When I am creating a task in build 9217, and assigning it to a support group, it is sending that notification to everyone in that group 3 times. Sometimes it only sent 2 times, but now is consistently sending 3 times to everyone in the group. I tried restarting the ManageEngine Services, but still the same thing is happening. I've also done the following troubleshooting: Deleted all text from the notification template, then recreated it Disabled the notifications then re-enabled them Ensured
Vendor Details Updated
Dear Support, Is there any way to give a general technician/requesttor to update the vendor details? I am the ME admin and i can see vendor icon and update everything but they cannot. Thanks.
Business Services Reports
Hi Recently we upgraded to SD v7.6 in order to use the IT services feature, in order to start some sort of Service Catalogue. It's been pretty straightforward to add the relationships and Business Services. However the problem now is printing off a decent report which shows the the relationship between Assets - Business Services and other Assets. I see this issue was raised in Nov 2007. http://forums.manageengine.com/#topic/49000002668725 Yesterday I requested help from Servicedesk
Multiple Tomcat Port Issue
Hi, we have on our server two separate tomcats running. One obviously for SDP on 8080 and another one on with a different software (Jira) on 8081. Since the last update we having issues that SDP is also adapting the port of the second independent tomcat on 8081. We have been able to rule out the issue on the second tomcat and are confident that the problem only exist as of previous updates of SDP. Please find attached screenshot. i.e.: http://xxx.com.au:8081/commFrame.do Failed to load resource:
Report Date issue
I think I asked this before but not sure if I got answer. How do I change the date format in Reports? Unless you are solely targettting this product to countries where they use MMDDYYYY format, you should not use fixed formats in your database. (there is also fixed dolar sign somewhere! think it is in contracts) All report dates displayed as: MMDDYYYY format, I would like to change it to: DDMMYYYY Efem
What's Your Preferred Remote Control Solution
What's your preferred remote control solution? I sometimes use the builtin SDP remote control, though 99% of the time, it is a 3rd party solution. I find that a lot of features are missing, and has more connection issues than the other. I know DC has a better RC solution, though I think it would be more useful in SDP, rather than DC which is more asset oriented rather than helpdesk. Sincerely,
Unable to start Servicedesk Server after installation
Hi All, I've been working on setting up the test (production server is working fine) server for Servicedesk, though after installation, and connecting to the database; I am still unable to start the application and access the web portal. I've double checked on the port number in use, DB, service is running, though nothing worked. The service is running right now, though the portal is not accessible, I've restarted the application/service, and windows server though still no change. Sincerely,
ServiceDesk Plus 9214 Released
Dear Users, SDP 9214 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9214 SDF-62521: Host Name/IP Address of the client from where the Request is created, gets added in the Request history when the request is created via web form, mobile, and API. SDF-59878: Option to customize the E-mail generated when a Purchase Order is created or submitted for approval. Issues Fixed in 9214 Request SD-60573: Additional
http redirect to https
Hello, Currently, our SDP environment is accessable using HTTP://URL and HTTPS://URL. Is it possible to redirect HTTP to HTTPS? Regards, Remco V
Computer do not connect to server
Dears, good day.. I'm facing a problem in several computers.. Can someone assist ? I found some error messages in log. Error in HttpSendRequestEx -> 12029 Failed to bind to port 9000 with the error code 10048.
Report with hyperlinks to approvals
Is there a way to generate a report to show the pending approvals with hyperlinks to the approval request? We are using MSSQL as a back end, and I am trying to create a database application to send each pending approver a list of approvals they have pending. I want to accompany each item with a hyperlink they can click on to approve. Thanks, Dave
ServiceDesk Plus 9115 Released
Dear Users, SDP 9115 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9115 SDF-56931 : Option to configure change roles in change template. SDF-60858 : Enhancement in Request List View where the "due by" time and "due in" time can be viewed by enabling the SLA Column. Option to view the template type (service/incident) under "Template type" column. SDF-39294 : keyboard shortcuts for various operations
Email notification for certain request type
Hi, I want to notify User A when User B raises a request for a new AD account using a service catalog template. User A needs to be notified when we have new staff joining the business but are not a technical resource. How can I go about this? User B raises new AD account requests for a specific department, it's only these requests where User A is notified. A service catalog template is used. No approval is needed so I do not want to use the approval stages to notify User A. Thanks, Amy Our Version
Method to know when all tasks closed
We recently implemented a process for service requests that assign tasks to each technician involved in the process of user administration in order to maintain just one ticket. I have it set that each technician is notified via email when they are assigned their tasks - they complete it and then close the task. I have also set it so that all tasks must be closed before the request can be closed. I need a means of knowing when all tasks are completed and closed that preferably does not involve
MS SQL Db restore from a database backup
So what would happen if I were to take a backup of the production database and restore it over the test database using SQL tools and not the restoreDB.bat on the server? Would that be bad? I know I CAN just take a backup of production using the backupdb.bat, copy it over to test, then run the restoredb.bat. But would a DB to DB nuke everything? Just curious. Thanks David
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