Asset a required field
Is it possible to make the Asset(s) a required field via toggle like the other fields? Right now it appears to be tied together with Requester Details but there's no required toggle. I have a template for toner replacement and it is essential to know which printer they are requesting. It autofills with the requester's associated workstation, which isn't helpful in this scenario. Thanks.
/etc/init.d/servicedesk stop - Help!
Dear, would like to update the platform, I read the available documentation but I can not stop the application to apply patches, is kept waiting, I could guide the problem? Your Version : 9.1 Build 9114 Latest Version : 9.2 Build 9206 regards!
Multi Line Text Box
Hello Team, Can you suggest how can a multi line text box be inserted on a Question Type when adding a resource on the Service Catalog ? THE ABOVE ARE ALL SINGLE LINE text boxes? there is no option of Multi Line ? Also can we create the form to say if Folder path contain "Projects" Display a text box to show SELECT "GROUP Name"
Upgrade from V9204 to V9204
Dear Support, Am trying to Upgrade my Test SDP from V9204 To V9205 ,The upgraded was successfully ,So when i check out the Version It Shows me nothing has change. PFA
Licence and clean install
Hi Everybody, we are using SD+ Enterprise but my SD+ not viewing project managment. other server install clean and licenced but old server informaiton restored project managment button still it does not appear appear.
Change DueByTime for some requests
I need change DueByTime for some requests. I have add new holiday but the DueByTime of some requests don't have been modified. Is possible modify this field from any query? Thanks and regards, Gerardo
Report time-pending request
Dear all I has a report contains all uncomplete request (include Create time) Now i want to count from Create time to when report created to makesure how long request pending. In SD, just have field "Time Spent" count from Create Time to Close Time. Any idea with that? i use SD with MS SQL. Thanks Report
Mail Fetching status || non normal behavior
Dears i am facing non normal behavior for email fetching status , changed from running to stopped no problem in email setting (username / password & port) also i can telnet email server IP with incoming/outgoing TCP port. I tried to reset manageengine service and restart the server but invain ManageEngine ServiceDesk Plus 9.1 9.1 Build 9119 Mail Fetching status :RUNNING Mail Fetching status :STOPPED BR Mostafa Khattab
Upgred SDP
Hi, we have SDP 9.1 Build 9116 can we jump to 9.2 Build 9205 or should be upgrade from 9116 to 9121 thaen from 9121 to 9200 then 9200 to 9205 thank you
Calendar of change
You can synchronize or export the calendar changes to outlook or similar ?? Thanks for all
Hi, Ticket resolves but wait for users to close.
Hi, Right now we have a designed flow, Any incident/request closed resolved by technician waits for end user or requester to close the ticket. In such case tickets are showed as resolved not closed. I want ticket to be directly closed rather than getting resolved. Thanks, Ishrat Khan
Change Templete error
Dear All Seeking your support to solve below issue as I can't add more than one user per change role (ChangeApprover /Line Manager/ ........) Product Name ManageEngine ServiceDesk Plus 9.2 , Build 9201 & 9204 Database : MySQl & Postgre Update : tested on version and can add multiple user normally : 9.1 Build 9119
Mail Settings
I have problems to config mail settings. My server is Office365, but I try with gmail too.
Add an attachment to a Change after the Implementation Stage
Is it possible to add an attachment to a Change Request after it has completed the Implementation Phase? When we execute a change, there is usually a PDF we generate of the deployment to production. We would like to attach this PDF to the Change Request, but I do not see an Attach File link in the Review or Closing phases. James.
Can you wrap the Mobile iphone App
We want to set up an AirWatch MAG and wrap the ServiceDesk application and publish it for our technicians to use securely on their devices.
Search words in the text field
Hi Support, After careful analysis, I noticed that the search for words in the text works in the initial ticket and not in the rest of the conversation. So, maybe it's a feature server access in the future. Daniel
Close Request Link without user authorization in SDP
How to close the request via a $RequestCloseLink without user authorization in SDP ?
Mass answer
HI, My sdme version: 9.0 Build 9040. Please tell me how to send a response at the same time for more than one application? Best regards, Glinenko Dmytro
ServiceDesk Plus 9206 Released
Dear Users, SDP 9206 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9206: SD-62577 : Customer upgrading first from any of the versions below 9200 to 9200, and then again from 9200 to 9203 or 9204 can apply this ppm from 9203 or 9204 so that the login page blank issue can be resolved. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
SD+ form fields
Any plans to increase the size of the form text fields? Some of our business partners are looking at SD+ to automate their paper forms and find the limitation of the fields frustrating. In most cases they have a description field detailing form field criteria or fields that require paragraphs (i.e.: business rationale).
SDP License
Dear's I uninstall SDP and install again where can I find the file license file to upload in SDP, know I have old service desk folder . Thank you
Can we pull all open tickets through the API based on technician's API key permission settings?
We would like to pull all open requests for individual support groups. I do not see a filter provided for it here unless i have over looked it. I thought maybe there may be a work around where the API key associated in the URL, might only pull requests that the technician themselves are associated with. Is this possible? Get all open requests (Open_System) returns a json object that does not differentiate by support groups, so i cannot iterate through the objects to separate them out by groups.
Need help having multiply issues
We have a new setup of Service Desk Plus. Any help would be greatly appreciated. 1. Whenever we try to add a new technician that person is unable to log in to Service Desk plus? 2. New users are not being auto-added, if after attempting to sign in. They will show up in the requester's list but they are unable to sign in? 3. Having to use LDAP instead of AD? logins fail when using AD authentication.
Locking Technician Availability Chart
Hi, Sometimes when i'm checking the technician's availability chart and i scroll down and want to see the days i have to scroll up again to see wich day is refering to a specific status, for example like in excel that yo lock the upper line and you can scroll down all you want and the main line with the cells names don get lost. So it would be easier to check all the days and technicians without scroll down or up several times. Regards.
incoming emails messages error: authentication failed using gived user and password
we have exchange and we are migrating to office 365 so we were trying to change the setting so they can be received directly the outgoing messages is working without issues. as for the incoming i am facing the above issue and i have tried everything , pop and imap is enabled for that account and i have tried all the ports . please i need your help what can i do to fix this. thanks.
issues with URLs in SDP 9204
Since upgrading to SDP build 9204, we have noticed an issue in which the URLs in the notification emails that requesters, approvers, etc., receive do not link to the appropriate request, but redirect to the home page of the SDP instead. We have also noticed this issue with some of our reports as well. When clicking on a link to access an auto-generated report under the Reports tab, the URL points to a random request instead of the specific report. Has anyone else seen this issue? Does anyone know
Email notification for Notes
I noticed that when a technician adds a note to a request there is no option to send email notification to the requestor, only to the technician. If the technician is adding the note there is not much value in sending an email to themselves but the option to notify the requestor would be important
Can I prevent notifications from going to certain email addresses?
I've set up some of my automated systems to forward email messages (alerts, voice-mails) to SDP to create a ticket. I'd like to prevent SDP from sending a notification to those systems. Can this be done within SDP? Ver. 9.2.9117 Enterprise Thanks, Adam
Request details re-organised
It would be better if, within request details, Created Date, Responded Date, and Completed/Resolved date were ordered in this way instead of it being ordered as is currently - Created, Completed, Responded.
help me out
Dear Supporter, Am getting this error when am trying to do the refresh the page or go back to request tab. FYA HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:88)
org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1491)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:178)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Service Catalog
Dear Team, How can you add a multiline Textbox to a Service Catalog Resource info and make the questions answers mandatory , as you can see in the below its all a single line textbox and these questions answers cannot be made mandatory
Tasks left open when request closed
Sometimes a request gets opened by and end user with a template that has tasks associated with it. In some cases, the request really does not need to be done or is resolved without going thru all the tasks. IN these cases, I have found that if the request is closed, the tasks still show in My Open Tasks view. The system should either force you to close or delete all the tasks before the request can be closed, or preferably, close all tasks associated with a request if the request is closed.
Service Catalog \ Select Approver
Hi, How to add a new agreement in this field? Admin - Service Catalog - Work Flow - Select Approver And what are the functional values DEPR_HEAD and REPORTING_TO? Thanks!
Announcement templates
Is there a way to create announcement templates? It would improve communication response time and consistency.
Task depencies in 9205
In 9205 task depencies doesn't work - if I close task 1, task 2 is marked. Task 2 should start. (depecies are correct)
SDP update 9200
Currently we are using the SDP 9121, and we are unable to update to the 9200 Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319)
SDP - Project Management questions
Hi all, I have some questions about Project Management module: 1. can I add custom fields to default Project form? 2. can I set as mandatory some fields in Project form? 3. In milestones and projects, I can set the "Scheduled end" field. Can SDP send an email when the "Schedued end" of a milestone is met? I can do this using associated tasks (see attachment), but I don't know do this directly in milestone and project... Best regards, Sutot
Restore failed - build 9035
Hello: I am trying to restore or production MSSQL database (build 9035) to our test MSSQL database (build 9035) - to prepare for an upgrade. It appears I am getting a SQL statement error, like it is terminating the statement because of length. I get among other errors: Invalid SQL statement or JDBC escape, terminating ''' not found. D:\ManageEngine\ServiceDesk\bin>restoredata.bat/sh ******************************************************************************** *
server change without database
Hello, We use Service Desk and I have to install it on a new server. The database is on an instance that is not present on the server even him. Do you have a migration procedure works? Romain
Reporting on Field in Service Request
I have created a custom form in a Service Request, How can I report on the fields that I have the requester fill out? For instance - how many requests for a cell phone or vpn? Thanks, Ken
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