Restoring a full backup
Dear colleagues, I'm trying to restore our full backup to the test server. So the question is - should I have the same type of database on the test server? In production we use MS SQL. Thanks
How to make SDP Server use a specific IP Address, if the computer has multiple NICs?
Hi, My server has 2 NIC's NIC 1 is used for management vlan. NIC 2 is used for external communication (IP is NATTED to access from public n/w) I installed SDP MSP, and it got the IP of NIC 1 I follwed this instruction (How to make SDP Server use a specific IP Address, if the computer has multiple NICs?) any ideas? -Jagan
Planning upgrade 9102 > 9208-10
We are planning to upgrade from v9102 to v9208 or later, though I've read quite a lot of complaints of SDP admins having quite a few problems after upgrades. I won't go for anything on the live server before doing a test, though I wanted to get advice and any tips/suggestions/guidelines from the team here. Sincerely,
Unreceiving Items
How do you unreceive items?
Group list is empty
Hi, In a incident when I try to choose a group the list is empty so I can't select one. I can't close the incident because of that. Thank you
Blank group after site change
Hello to all, before upgrade from 9121 to 9208, when we categorized an incident, SDP applied different business rules that assign a specific support group and technician. After that we changed the site with the correct one and support group remains without change. Now, on 9208 build, this is not working. SDP changes automatically the support group to blank. Any idea to resolve this issue? Thanks in advance
Failure: Exception occurred while performing the operation - Single user
I have created a ticket but not received any response, so I'm posting here. I have an issue where one user is getting an error when trying to put in a resolution. It says "Failure: Exception occurred while performing the operation". This only occurs with that one user. I have logs from that event and screenshots available, however the attachments link on this page is not working. If someone could create a ticket for me or contact me I will forward these logs. Thank you.
Discovery of the link
Hi, After updating to version 9207, when you open links (http://sd/WorkOrder.do?woMode=viewWO&woID=XXXXX) from email, when the browser is closed, there is a redirect to a different link (http://sd/HomePage.do?SkipNV2Filter=true&woMode=viewWO&woID=XXXXX). If the browser is open, then all is well.
Business Rules and Support Groups not being applied.
Version 9024 O365 One Support Mailbox Two support groups, emails are aliased to the above mailbox. Business Rule: If sent to A place in group A, if sent to B place in group B When an external email comes in to either alias it gets placed in it's respective group correctly however when a user on the same domain emails it is ignored and the rule is not applied. This is possibly because Exchange just uses the default mail address or x500 address so ignores the aliased email address. It was like this
Change Home Page Technical
Good evening you can change the technical home page? I can not find where to change it. In DEMO's personal views. Thank you
Replying to work order fails
Good Morning, I have a problem where when replying to a work order (or forwarding) you get the window to type your email. You type it and press “Send”. The message goes away and you are left with a blank window and no message. When this happens usually all I have to do is exit the window and then hit reply again and type the email again. Usually after that it works the second time. It seems to be random in when it happens. I can’t find a pattern as to when it will and when it won’t. It is
Error Message
Please I need assistance in resolving this, when a technician clicks on the REQUEST tab the followings error message pops in sequence and hence techie can't make use of the functions in the module Exception occured when executing post invoke script parent.loadMCNavigator('RequestsView', 250) Msg : parent.loadMCNavigator is not a function Exception occured when executing post invoke script parent.createMCSearchRow('34', 'RequestsView') Msg : parent.createMCSearchRow is not a function Exception occured
SDP is not sending mail Notifications
I put user to send mail when a new request is posted, but the SDP is not sending mail, when I send mail with option email the technician the mail is sended, what could be wrong? Gerardo Gomez
Problem with Windows Domain Scan
Hi everyone, I have install InstallAgent.msi all two computers already. I'm having a problem: two different computers but ManageEngineServiceDesk understand there's only one. For ex: I have two computer with hostname: PC1.test.local, PC2.test.local but when I scan and find PC1, PC2 disappear and all information from PC2 move to PC1. When I scan and find PC2, PC1 disappear and all information come from PC1 to PC2 I don't know why although it's a two different computers but service desk just realize
Remove approval
Hi, How can I remove approval in the request? Status - Approved\Denied (I can not delete). Status - Pending Approval (I can remove). Thanks.
Nilex to ManageEngine ServiceDesk Plus
Hi we are probely goin to buy Servicedesk plus to change from Nilex plus that we have today! is there any posibillety to convert our sqldb Nilex Helpdesk to get it imported to Servicedesk we dont want to lose al that we have in nilex in the trade. i have susessfully imported the inventory but cant se any import option to servicedesk helpdesk part. kind regards Svein Erik Jensen please reply on svein.jensen@are.se ty
sorry an error has occured (deleting from trash)
getting error while trying to delete requests in trash. build 9209 mssql ie11
Active Directory user authentication Problem
Dear all, I have import all AD user and also enabled AD user authenticate but still AD user are unable to login "check user name or password" i have tried abc.com(domain name) or ABC(domain name) but result is same. please help me..... jahangir mughaljahangir512@gmail.com
Unable to create request by email
Dear, I'm having a problem setting up request creation by email; I read the guide on the site, and tried everything I could think of, though it seams something is wrong as emails are received though requests are not generated by SDP. Note: In email Command section, I've tried @@IT, @IT, @@IT@, and IT, all emails seem to be ignored by SDP. Version: 9.1 Build 9105 Screen shot of settings below: Sincerely,
Bulk Update Resource Name
The decision has been made to rename all the phone assets. There are ~600 phone assets so bulk updating would be preferred We have been using the existing phone assets and need to keep the history. I believe that exporting, making the change and importing the assets won't carry the history over (and duplicate the assets) The updated will use existing data; for example setting the display name to be the serial number We are using SQL Server 2008, Manage Engine 9.1 Build 9120 I can see in the database
Integrating 2 ServiceDesk plus applications into one console
I have a questions regarding ServiceDesk Plus and integration. Back Story: I work for a company that has 6 different sites around the world. We purchased a company a couple of years ago with intent to sell but realized their profit potential and kept them. What this means in the IT world is that they are on a seperate exchange and active directory domain controller. So we have 5 sites on one domain and 1 on a separate domain. All sites are managed by the same IT team. Problem: We are running 2 instances
Redirect SSL question
So I followed the instructions here: https://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl2 and everything seems to work. My question, will I need to do this after every upgrade/service pack or should this be set it and forget it kind of thing? Excellent instructions, by the way! Thanks
Bulk change All Product Names to one Product Type
We have 971 product names: What we want to do is change every single one of them to one product type: As you can see there are more than one "Product Type" Associated with all of these "Product Name"'s Is there a way to do this in bulk, currently I have to click on the edit button next to the "Product Name" on one single row, then change the "Product Type": Then: I then click save, we have 971 product names, is there a bulk action on this?
Sorry an error has occured
Hi everybody, When I try create a new incident, SDP show me this Error attached. I´m using build version 9207, with Linux. I was using 9.1.. after change my server and upgrade SDP start show this. Somebody know what is happening ? Thk´s !
Service Catalogue - Adding via template
Hi, As historically we have used SD+ solely within the IT team, in the past we have only used templates as a way of managing our calls. As we look at expanding our operations we want to make better use of the service catalogue. I am trying to transfer the templates that are currently in use into the service catalogue In an attempt to avoid having to manually re-enter each template within the 'Add Service' section of the service catalogue configuration wizard, I have instead gone into each of the
no outgoing email
Hi, like many of you, I can't get the outgoing mail function to work. I first tried using my Google Apps Account but to no avail. Secondly, I tried the mailserver of my ISP, which I know to work (in other applications). No need for authentication, just use smtp.telenet.be on port 25. nope, not in ServiceDesk :( I changed the servername to ip (195.130.132.10) but still no mails are being sent... I can telnet to the host and ip from my helpdesk linux box and I can send mails with above settings with
Webinar: How to transform your service desk into an IT command centre
Are you tired of switching multiple software tabs and windows to get your work done? Do you want to save the trouble and be the Nick Fury of your IT? If yes, read on. The webinar How to transform your service desk into an IT command centre is aimed at helping IT admins get more efficient with the power of ServiceDesk Plus integrations. The webinar will showcase the value of integrating ServiceDesk Plus with ManageEngine's enterprise IT management software like Desktop Central, OpManager, AdManager
Setting up a Custom Trigger
Hello, I was told via phone support that posting here about getting help setting up a custom trigger to execute a script is the way to go. I have admin privileges on our account and can't quite figure out what I'm missing or doing wrong. Any help would be appreciated. Thank you, Nick
Report Issue
Hi, I have an issue with report , when I try to create a report from report module and after generated the report I can view the link for request or when I click to request number will going directory to the request but not no link for request or when I click to request ID not shown any thing. Best regards
Need help: technician respond ticket and who is technician resolved the ticket
Dear Sir/Madam I need to find query report that will tell me who is fisrt technician respond ticket and who is technician resolved the ticket. For example: Thanks Best regards, Kurniawan
Send notification to requester
Is it possible to create a business rule and send a e-mail to a requester. Currently it is only possible to create a business rule and to send the notification to a technician.
Service Request workflow - Approver is in a different "department" than requesters
The approver of this service has a very specific overlap with the department the requesters are in. We have an operations department. Employees there will request a data change. One kind of Data change is approved by their department head, the Director of Operations. The other kind is approved by a VP of Accreditation. This VP is in charge specifically of this kind of data change. In this respect she is the supervisor of the Director of operations, but in reality the VP of Accreditation is in a different
Sharepoint form
Hi Dear Support How do I make requests for SharePoint service desk application form?
Location URL field
Hi, how can create new fields to wright URL when we try to insert hyperlink should show 2 field one for address and one for display this text as attaché file .
Direct link to tab issue in IE
Has anyone else seen the issue where a direct link to a tab is no longer going to the tab, but instead goes to the homepage? So for example, opening up IE for the first time and clicking a link to go to: "http://my_service_desk_server/ContractView.do " won't take you directly to the contracts page anymore. This will bring up the home page. After the home page is up, if you try the link again it will work. It didn't used to be this way, and now none of the tabs can be directly linked when they are
Gallery widget add on
Is it possible to add a gallery from our intranet? Regards,
remote control on computers on a VPN
we presently have computers at satellite offices that connect via VPN and have the agent installed. Is it possible to connect to the machines when they are on the VPN for remote support? Presently we seem unable to connect to them despite the machines showing in the asset list with full details. Any help appreciated.
Extra email sent to technician
One of our technicians got an extra email and I think it is a bug. The tech got a 'your ticket has been updated' email when the request was closed, he is not the original requester but was cc'ed on the email that created the request. See the attached pics for more info.
Import tickets and answers (conversations) from OTRS to service desk
Hi, is it possible to import tickets and conversations from OTRS ? I found import, but, I can only import tickets, or each conversation as new ticket, which is not an option. Regards, Branimir Pranjić
Service Catalog - Additional Fields
I have a problem on 9020/MSSQL whereby when Service Catalog items are being designed and you add an additional field through the designer these sometimes disappear and merge into an existing one. It's slightly annoying as the item simply disappears and merges with another you've added. It doesn't appear in the main list, so you have to delete what it merged with as well if you can figure it out ! Example: Add additional fields A & B through the designer, B disappears and when you view the main list
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