Can't scan now 64bits machine
Hey, I opened port 9000 on my network to force scan machines with asset explorer agent, 32 bits works but 64 does not. I noticed on all my 64 bit machines, we do not have the registry entries : HKLM/software/zoho corp/ It does not exist...
Unable to close request due to phantom/ghost tasks
We're using SDP 9207. On one of our service requests, we're unable to close it due to tasks not being completed. The request only has 22 tasks associated with it, but the Task tab reports there are 44 tasks (22/44). When in the "All Tasks" view, it only lists 22 tasks. What is causing this? I've included a screenshot. Thanks!
Small Equipment Purchases
I'm looking for best practice methods for managing the tracking of small materials/equipment (non-asset) purchases by employees to conduct repairs. One thought was to use work logs, however, if there is no indication on the ticket details page that indicates that a work log has been entered and available for viewing.
Quick Action Configuration
Is there a way to hide the Requester item under "Create New" within Quick Actions;Our users don't have the right to add new requester, so it's void for us. Can it be hidden\removed etc. ? Andrew
JSON file not returning all data in the request
I need to access the data in the request, to process it through an external script, this is working but not sending all the data. The custom trigger is executing the external script properly. Below I have included the script and the log file it generates. As you can see it dumps the names of the custom fields but not the values. Any help with this issue is appreciated. Thanks Sal ServiceDesk Plus version: 9.2 9208 Custom trigger "Execute script": python get_ticket_data.py $COMPLETE_JSON_FILE
ServiceDesk plus Android App displays wrong Category Item
I just installed the ServiceDesk Plus App (ver 1.4, updated 2015-Mar-10 ) for Android and noticed an obvious error in Request Details. The Category is displayed correct, but Subcategory and Item is always showing the first items in the lists, not the ones that is selected when displaying the request using the browser. Setting new values from the app however seems to work (when verifying in browser), but not displaying them in the app afterwards. Regards, Andreas
Slow response on submit
When adding any request that gets submitted to the server I find that there is a delay in action. During requests submission from users I am finding that there are multiple requests submitted for the same thing because the user presses the button several times because they think the pages is not loading. Is there something that can be done to allow quicker response so users are not submitting several requests for the same thing?
Automate sending reminders for approvals
Hi, As my users sometimes need several reminders before an request will be approved I am looking for a way to automate this. Is there a way to send a reminder every 3 days (just my creditors will do every 3 days ;-) ) Joost
SDP Sandbox mode for testing?
Is there a recommended way to have some sort of Sand Box mode for SDP? The reason I am asking is that we would like to test a number of things without testing them in a production environment. We would like to test new automations, request templates, etc etc but doing so in the live setting makes implementation difficult. Any suggestions would be appreciated. Jason
problems after update 9207
1. Randomly overlapping fields in incident requests. It happens in all browsers. Can be cleared when refreshing the page. 2. When a user tries to open an attachment on the ApprovalLink page he is not allowed to do so. The given error: "HTTP Status 403 - Access to the requested resource has been denied type: Status report message: Access to the requested resource has been denied description: Access to the specified resource (Access to the requested resource has been denied) has been forbidden. Apache
Strip Quoted Reply and Reply Separator Tag
Has this been considered as an option? The back and fourth in reply's in and out of the help desk tend to add up.
Automatically apply SLA on newly created requests
Hi, Is it possible to automatically apply a default SLA on all incoming requests without having to manually open and set the SLA on it? Thanks
SD+ cannot connect to POP3 mailbox
Hi, We have SD+ that is unable to connect to the helpdesk mailbox. In the mail settings we have checked all settings and when saving we are getting " Failure: E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox." POP3 port (110) is responding when using telnet. The username and password is OK - have tested that as well. I have tried all troubleshooting steps as listed on the help page. However not sure where the
Forgot password
I'm not sure I properly installed the postgreSQL pgAdmin III database and the other problem is I have forgotten the password I used. May you please assist me on how I can tell if I properly installed the database and what I can do about the password
Incident report to catch stragglers
Looking for a report to minimize Incidents and Service Requests taking a long time to complete. Possible to get a report listed by technician that shows Incidents and Service Requests ID number, current status, and count of days open sorted by days desc? Have a MSSQL 9207 build Sounds simple but I might be overthinking it. Thanks
delete changes
Hi, I delete the changes by Mistake ,I need to Replay this changes , I check the trash but nothing , maybe trash for request only, SDP have a option to reply the delete changes Thank you
One of Frequently asked Reports could not be executed
Hi Expert, I'd like to add one of Frequently asked Reports into SDP system, which is called Count of request created based on hour range. But when I exeute the query, the error messages poped-up. Refer to the attached file for more details. The query of report is: select DATENAME(mm,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Month',sum(CASE WHEN DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00'))>0
Outlook 2016 for Mac error
I have end users who are having trouble responding to messages I send via the service desk application. They are able to wirte out the message but when they send the reply a message pops up saying that Outlook was unable to save the message. This only happens with e-mails that the end users reply to, they are able to send new messages normally. Also this only happens with Outlook 2016 for Macs.
Site Admin base on Company
I have 3 different entity under same Site.. eg Company A, Company B and Company C. Each entity having their own Asset administrator which want to update their own company CMDB. Is there anyway I can do that? Naharuddin
Anouncement integrated on Intranet
Hi. Is it posible to get the Anouncement from ServiceDesk Plus and add it to a frame on our Intranet? I know I can use the link directly http://SDP/AnnounceShow.do but I would like to add the content into a frame. Regards Torsten
Two access the database is not available
I have two separate access database files that I cannot access. when I try to open either one it says unrecognized database format. When I tried to compact and repair, it says the same thing. how can I get back into these databases?
Can you create a URL that points to a specific Task?
I'm trying to develop some work flows. Using the interface to navigate between the many tasks, projects, and requests (none of which are interconnected) is extremely slow. I find it MUCH easier to create book marks in my browser that would point to these items. How would you create a link to a Task? How would you create a link to a Request? Can you create a link to a Worklog?
Software counts
having issues where the software installation count under details does not equal the count for the number of installations. This is impacting a great number of software suites and any attempts to reconcile. Need this to be fixed without losing any software licensing/installation details. ver 9.1 build 9119 sql Db
Logo Report
Hi, how can change logo report because when we create a report will receive AC ME helpdesk logo we need to change it to our logo. thank you
Request list - Whole row coloured by status?
Hi Looks like a much asked question but, colour coding requests by status - Is this implemented yet? I found the question being asked a long time ago & the reply was that it was going to be implemented in one of the version 7 releases, but this was refering just to showing a little square of colour in the status column.
Is it possible to rename assets on Mass?
Hi, when assets are received after placing an Order, they appear in Store. The person who manages purchases then manually amends the CI name of these items to the asset tag of the machine. For example from Wyse-Xenith-2 - PO# 5825[6] to UT1234. Is it possible to change this on mass rather than having to manually open each asset? Regards Matthew
Additional Field Value Question
We have written a script that will copy an additional field into the subject line of the request. In this case the script copies the Effective Date and time field in the Subject field. However we would like for it to only copy the Day and Date. So we would want it to look like this: Trout, Brooke - Effective Date Thu Apr 14 2016 Below is a snippet of how it currently looks. Anything after 2016 we would like for it to not populate in the subject line. I am assuming this can be done but i am not very
Change date format in field and report
Hi there, Is there a way to display a different date format in Asset field and report result? Instead of: Dec 4, 2010 We prefer: 2010-12-04 (or other variant) This is due to the difficulty working with the date column after exporting a report to Excel. Thank you for your advice.
Generate a new report project
Please, I need your help to generate a report containing the following, it is urgent : 1) The Database is MSSQL 2) The version is 9.2 the build number 9202 the last version 9.2 the build number 9200 -Project's name -Project description -Project status -Total Percentage of project progress Project-owner -Comments Overall project -Date Expiration of the project -Tasks Project -Description Of the task -Task-owner -Task -status -% Advance task -Date expiration task -Comments Each task Generate
FAILURE :Exception occurred while performing the operation
A user has created a ticket. After IT Servicedesk has completed the ticket with the required fields (categroy, subcategory, item, Service Category, ...) and clicks on 'Update Request' we receive the error message 'FAILURE :Exception occurred while performing the operation' How can we avoid this, is the only opportunity to recreate the ticket?
Previous update is failed
Hi, please help. build 9120 upgrade failed ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm DB MS SQL 2012 Connect established.
Compare on premise and cloud SD
Hi, Does the cloud based SD product have all the features of the on premise edition? In either case, what is missing from either edition? Thinking that maybe moving to the cloud is where we want to be but we don't want to lose any functionality. Thanks Nathan
Resolution edition error
Hello Team! We trying to edit some of our resolutions but get some error. Text in error message:"Error occured while loading input to DataBase". It happens not every time, not with every Resolution. Not any dependency found in many tests from our side. Any Browsers, any last 10 Service Desk bilds - no dependicies found. Any ideas?
ServiceDesk Plus 9208 Released
Dear Users, SDP 9208 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9208 SD-62526 : Unable to start the application with MSSQL database in some environments. SD-62695 : Unable to view Time Elapsed Analysis tab in request details page in some environments. SD-62712 : Problem in displaying fields in new request form and in edit request page due to browser cache. SD-62352 : Issues related to Technician
Unnecessary text in some Notification Mail after Update from 9120 to 9208
Hello We updated from 9120 to 9208. The text in the body of the email has an additional word (OPERATION:) for two of the notification rules. I didn't change the our customized template after the update. And this OPERATION isn't shown in the template. Where can I delete it? The mail looks like: It appears only for these two rules: Regards, Markus
Auto Suggest Solution Not Displaying Correctly
When a user tries to create a new request and they receive the auto suggested solution if they click the suggestion they cannot see the solution but instead just get a gray box (see attached).
Technician Notifications: New Request
I have checked the box for "Alert the following technician(s) by e-mail when a new request is created." and listed myself in the list of technicians to notify. I also checked to make sure that my email address is included in my AD profile, just like the requester's is. The outgoing mail settings are correct, proven by the fact that my requester is receiving email notifications to acknowledge when they create a new request. However, I am not receiving notifications when a new request is submitted.
SDP Prompting for credentials
Hi everyone, I am in the process of setting up a new SDP Enterprise environment. I have set up the computer account and enabled AD passthrough, however whenever a user browses to the web address of the SDP server, they are prompted for Windows/domain credentials. Is there something I am missing with regard to setting up SSO, such that a user does not have to enter any logon details, or is this expected behaviour? I am upgrading from an older version of SDP, so not sure if this is expected or there
Start SDP with warning
Hi guys, I have updated the SDP to 9200. When I start the application, I get the warning. "Server is starting. This may take a couple of minutes ... Java HotSpot(TM) 64-Bit Server VM warning: You have loaded library /home/wls81/ManageEngine/ServiceDesk/lib/native/libUniqueID.so which might have disabled stack guard. The VM will try to fix the stack guard now. It's highly recommended that you fix the library with 'execstack -c <libfile>', or link it with '-z noexecstack'. Licensing : Loading
Software Totals Incorrect
I am auditing our installed versions of flash. The "Installation(s)" number in the "Software Details" tab is lower in than the "Total" number on the "Installations" tab. Is there a way to correct this? Most are off by one but some a of by much more. Why would the totals be different on the two tabs? I am using 9.2 Build 9207
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