Error executing SQL statement for : ManageEngine Report Framework
When I run some of the reports, I receive the following exception. But some of them runs successfully. Would you please help me with this problem. Version : 9.2 9204 Last Updated Version : 9.2 9209 Message Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: Error executing SQL statement for : ManageEngine
Support Group Field Reset After Selecting Requester Details
Server Information: Verision 9.2 Build 9207 Windows Server 08R2 After a recent upgrade to 9.2 Build 9207 we noticed an issue where technicians were unable to submit requests because the mandatory Support Group field "Group" displayed "-- Select Group --" not an actual support group. We have created rules to assign specific groups for certain activities and this has been working well until recently. We have noticed that when a technician creates a new request and selects an individual for the "Requester
25 Oldest Calls
Please can someone advise a custom query that lists the oldest 25 calls in the Service Desk and list them via created date, will also need to show RequestID, Subject, Group, Technician. Thanks
Add Asset Description to Report
Hi All, We have a simple Query to make a report for our Ipad. But we have values that are added in the description field. Could someone help us to add that field to our report ? SELECT MAX("resource"."RESOURCENAME") AS "Asset Name", MAX("aaaUser"."FIRST_NAME") AS "User", MAX("productType"."COMPONENTTYPENAME") AS "Product Type", MAX("resFields"."UDF_CHAR3") AS "Extra Info" FROM "Resources" "resource" LEFT JOIN "ComponentDefinition" "product" ON "resource"."COMPONENTID"="product"."COMPONENTID" LEFT
ServiceDesk Plus 9209 Released
Dear Users, SDP 9209 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9209: SD-62738 : Field & form rules are not applied when criteria contains pick list additional field value as 'Not specified'. SD-62255 , SD-62441 : Dependent child tasks are not triggered on closing parent tasks. SD-62740 : Exception while editing requests having inline images without src tags. SD-62723 : Support group changes to
Notification Rules - Content Variables - Asset Name
After update to Build 9209 the Content Variable Asset Name "$CIName" in Notofication Rule Messages isn't resolved correctly. Instead of the assigned Asset Name from the requester the variable text "$CIName" is shown in the notification messages. This problem occurs in every message the variable is used. All other variables will be resolved as they should. What could be the problem with this variable ?
Action: Duplicate a purchase order
I'd like to recommend a button for duplicating a purchase order. We have a standard build of items that we like to see itemized on the PO and then added to assets, and so we'd love to be able to just duplicate the purchase order. Thanks, Adam
The problem with a limited field incidents
Hi ManageEngine, I need your help. During the implementation and configuration of SAP I can not create additional fields in the template incidents. The module helpdesk -> Incident - Additional Fields "Add Field " is not active , I get the error " You have Reached the 90 fields limit" Please urgent help to increase the limit or giving a workaround because it stops my work and the work of the majority of the company. My version of SDP: 9.1 Build 9119 Regards, Paul Mroczek
Incident and services in same Template Categories
Hi, how can add new incident in the Template Categories , I found this Feature upgrade SDP to 9.2 Build 9206. thank you
Giving credit where it's due
So let's say I have a Service Request come in, TECH A takes the request and works it, now TECH Z has a job to do next. Does TECH A get credit for finishing his part quickly even though TECH Z may take a while to finish theirs? What if TECH Z is working a task given by TECH A that takes days, would this mess up TECH A's metrics? Thoughts on this please? Thanks
ServiceDesk Plus - Notifications Stop Working
Hello All! I'm currently experiencing an issue wherein, my Notification Rules appear to have stopped working correctly - I have had no issues until recently the rules I am running are; Sender DOES NOT Contain : @mydomain.com As we are an internal company helpdesk we do not want to send notifications to external partners if they contact us. the other rules I have in place are; Sender is NOT : specificemailaddress@mydomain.com - we have a few systems sending logs to our service desk - and they do not
Delete user from DB
Hello. Could you tell me how to delete SDP user from database (query, mssql)?
Cant start the SDP server after backup restoration
Hi All, The server doesn't want to work after restoring of a full backup. The SDP build is 9200, the DB server is MSSQL. I'm trying to restore the backup to our test environment. Before restoration the server worked fine. The script run.but and wrapper log shows following: STATUS | wrapper | 2016/05/06 09:36:34 | Launching a JVM... INFO | jvm 1 | 2016/05/06 09:36:38 | WrapperManager: Initializing... INFO | jvm 1 | 2016/05/06 09:36:42 | This evaluation copy is valid for 28 days INFO |
Request "how do I" questions
Can I assign a request to multiple Technicians? I know I could do tasks but I want to give a given set of tasks to a "team" of 2-3 people and setting them as the assignee at the beginning would be better. Then either or both could work the change. And is it possible to set the FCR flag at the RESOLVED stage as opposed to the CLOSED stage? maybe even set it from the list view? When printing, is it possible to control which boxes are checked in the print preview? By default, all are checked, we'd like
Summery Report
Hello, I want a report on ServiceRequest with the following criteria: Count of request group by Category, Subcategory, Item, Status respectively Between Date A and B I am running on MSSQL and Version 8.1.0 Build 8105 Regards, Javad
Active Directory user login problem
Dear Team, I have import AD user and enable authenticate after this step I have tried to login AD user but unable to login "check user name or password" I have carefully check domain name during login all fine but AD user unable to login. jahagir mughaljahangir512@gmail.com
Suggested Solutions Not Opening When Requester Clicks on Them
When a requester clicks on a suggested Solution or Announcement while typing in the Subject line of a new request, nothing appears other than a title bar stating "Following suggestion(s) might help resolve your request. Please review the suggestions before submitting the request." Requesters successfully open items from the Solutions tab and can open Announcments without issue. We are on build 9209. Has anyone else seen this or have a suggestion on how to troubleshoot it?
In Use like state
Hi, Is there any way to duplicate a 'In Use' like status so that I will keep user as well as group information on my device? If I use an 'In Store' I loose all the information and I don't want that. Thanking you in advance, Cédric
Adding form controls at run time
So what if I want the user to be able to duplicate a set of controls at runtime in a Service Request template? Say I have four fields, Name, Age, Level (pick list), Grade. I want them to be able to add another set for a second person, and a third and so on. Something like a repeating region in other apps. Possible maybe with Javascript? Alternatively, is it possible to refine a table I add in the description section using width, border-collapse, background color of a cell, font color, etc. Thanks
Select multiple rule in work flow rules
Dear Support, Can we select one rule to multiple template in the work flow rule for the service catalog? PFA
Does SDP has capability to scan attachments while uploadin to help desk portal for infections?
Does SDP has capability to scan attachments while uploadin to help desk portal for infections?
Outgoing mail server settings wiped out
Every time we restart the manage engine service, the "outgoing mail server settings" are wiped out and we need to re-enter them and manually start the mail fetching. Any ideas what would cause this? We need a fix.
upload attach file in the approve page
Dear Supprot. Is there any option to upload attachment file in the approve link?
Bug with Service Catalogue Icons
I have noticed a bug which is affecting me applying an Icon to one of my Service Catalogue Categories. I have two categories called Email and Software. When I apply an icon to the Email category it works fine but if I try to apply an Icon to the Software category it doesn't update it; instead it changes the Email category icon to the one I want for the Software category. I hope I have made this clear: Effectively I can change the icon for one category but if I try to alter the other category it changes
Remove VIP flag
Hello, For a project I added the VIP flag in bulk to over 200 Requesters easily using the Mark as VIP action. Project is over and I would like to remove the VIP flag from all Requesters but this doesn't appear to be an option. Is there a script that can be used to remove the flag from all requesters in the database? Version: 9.1 Build 9118 SQL: 2008
Status Change when Requesters Reply
Hello, We have enabled the setting under Admin > Self-Service Portal Settings "Open onhold requests upon requesters reply?". When a request is on hold with our custom status "Awaiting Customer Response", and a requester emails a reply, the status is updated to "Open" automatically. This works fine. However, our customers log in to the self-service portal most of the time to look at their requests. If they reply to a request directly from within the self-service portal, the status does not change
Making additional fields mandatory
Hello All. Anyone knows how to make an additional field mandatory? Say in worklog, I add a field and i want techs to select a feature from that field before updating worklog. How can I do this?
Change the Customer of a request
I have a need to change the customer of a request to another customer. Is there a way to do this?
Feature Rquest
Can I please ask that in future releases that technician and requester email addresses are set to be not case sensitive. This is causing us to miss requests being sent by email. Thank you
ServiceDesk Queries
Hi Team, We have SDP with build 9209 installed on windows server with remote MSSQL database. We have following issues in SDP: 1. SDP integrated with OpManager 12000 build. When alarm comes in OpManager, SD is generating ticket for that threshold breach. But when alarm clears in OpManager, SDP ticket remains open. AutoClosing is not happening. 2. SDP integrated with AppManager 12700 build. For a server if CPU utilization crosses warning threshold, we are getting alarm in Application Manager and corresponding
Query to assign SDAdmin role to the administrator or to a particular user
Hi, I am wondering if you can provide a query similar to the one below, but with the capacity to assign SDAdmin role to an specific user or to the Administrator user. The situation is that a local customer reports that he remove SDAdmin role and now the Administrator does not have the Admin Tab when login to SDP. I need to offer a solution in order that the customer be able to login with admin rights again. I found the below query that may help if you can modify it to assign the SDAdmin role.
[SOLVED] Setting request status via REST interface
I'm working on a pretty cool proof-of-concept with Microsoft Orchestrator and SDP. I'm using the REST interface to get-put information in the tickets. Getting info is no issue, working perfectly. Trying to set the 'Status' of a ticket however is proving difficult. Using the example request below: http://helpdesk/sdpapi/request/23515/?TECHNICIAN_KEY=1799FA64-4414-4A90-BC43-XXXXXXXXXX&OPERATION_NAME=EDIT_REQUEST&INPUT_DATA=<operation><details><parameter><name>status</name><value>Resolved</value></parameter></details></operation>
Request created on-behalf-of
hi, Sorry may be this is a trivial issue but I don't know how to use the on-behalf-of feature. I am working on SDP release 9107 Please can you help regards Antonio
Manage Engine Issues
Hi could you please assist me with the following:- 1. I have assets in the system assigned to users but the asset name is not being displayed in the request details. 2. I would like to add our out of office reply to the notification filer i. The email’s subject will say something like this: Automatic reply: Your request has been logged with Ticket Number ii.
List of Variables
Hi, Is there any KB with all variables that can be used in reply and notification emails? Thanks, Adrian
Request Creation times out by an hour during summer months
Hi, I've generated a query of what time calls are being raised by hour and I'm getting strange results in Summer months. It would appear that British Summer time is not properly applying as calls are raising on average exactly 1 hour earlier for 6 months of the year I've checked the personalise screen and I have a star after my time zone so daylight saving time should be applying? I've seen various articles about this from years ago -https://forums.manageengine.com/topic/time-changes-to-gmt-when-uk-on-british-summer-time-%28bst%29 and
Some kind of trouble with Rich Text Format
Hi there! Great product! Thank you again! While editing an email, solutions or notes everything is shown correctly. As far as the text is saved, the extendend line spacing isn't shown anymore. The well formatted text changes to a compact text block. Especially for emails (MS Outlook, HTML Format allowed) this is not beneficial. Is it possible to change the display mode in sdp, so that text is formatted identically (edit / Display)? And, what could we do to get nice emails in html Format? Currently
unpicked notification not working
Hi Support, I have set up the "Send notification to technician(s) when a request in this group is left unpicked." to 1 hour to send an email to me - but i don't receive any notification and i know there are tickets in the queue - is there something I'm missing? 1) Database: PGSQL 2) Version and Build of ServiceDesk plus you are using:9.1 Build 9100
Cierre de Ticket y evaluación
Buenas Tardes Quisiera saber si es posible que al momento de cerrar un incidente en al aplicación solo llegue un correo de cierre donde se incluya la información : titulo de Ticket Solución del Ticket y el link de evaluación del mismo. Gracia y saludos
Technicians reply to notification email and requesters dont receive the reply
When a ticket is generated in the service desk, it sends notifications to technicians in the assigned group. The technicians will sometimes reply to that notification email and it is not getting to the requesters. In the ticket, the technicians reply is locked and the reply does not get to the requesters.
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