Notification Rules, Replying to a Request Template - Can't delete Table
I'm having an issue with the Message template. Tables are impossible to edit when built in the template using the Insert Table button. I made a table in Microsoft Word and pasted it into the Template Text Box. This worked gracefully on all the templates but one. I need to edit the template, but it won't let me delete the table from the text box. I've tried all the obvious ways to do it. I can edit the text, but it seems like it's not recognizing me selecting the whole table. Any ideas on how
Unable to create additional attributes to CI
Hi, When trying to create a new attribute for a CI I am getting a loading screen that never finishes, MSSQL Version 9049
Problems with service requests in certain Services
After upgrading from 9114 to 9204 (three part upgrade) we have problems with: 1. editing service requests in 2 Services 2. creating service requests in 2 Services 3. removing service requests in 2 Services 1. when we try to edit we get: a) when ntlm was used: endless loop NTLM Failed Redirecting to login page... b) when login used: Sorry an error has occured after single NTLM failed redirecting... 2. when we try to create service request we got redirected to standard incident report after commiting
Enable comments for solutions
Is it possible to allow customers to submit comments or ratings for solutions? Or provide some form of feedback to technicians on the solutions that they create?
Default logged in user (Technican) as the Requester
Hi, Our technicians create most of our tickets. I'd like to default in their name to save them time. Through the Field and Form Rules, I can use the scripting to get the logged on use name ($CS.getLoggedInUserName())...but how do I populate Requester Name? Since the field is similar, is it the same method to populate the E-Mail Id(s) To Notify field? We commonly create distribution lists, so I would like to have some logic to default a value. Thanks. Kevin
Asset Scanning Report
Hi all, I was recently tasked with managing ServiceDesk and other ManageEngine products at my job. So my question is: Is there a report that I can run that would contain a list of all the assets that failed to scan for a specific site/domain? The specificity of the domain may not even be relevant as, currently, we have only scanned one domain. I have no issues running reports but none of the parameters seem to display the assets that failed to scan.
Asset Explorer Agent and Desktop Central Agent
We currently have both Service Desk Plus and Desktop Central running. My question is do I need to have both agents installed or can I get away with just running one of the agent for both Service Desk and Desktop Central? Thanks,
Windows Security Authinication prompt
We are running ServiceDesk : 9.2 Build 9203 We are getting the Windows Security box when opening ServiceDesk. It will prompt 3 times if you try using your AD credentials and once if you just cancel. I have added our local helpdesk address to trusted intranet sites in IE, I checked to make sure all setting for our AD Pass-through Authentication was correct and they all are. We receive this box in IE,Firefox, and Chrome. What can I do from here? Thanks, Josh
Tickets being appended to / merged with other tickets
Hi there, We "HAD" SDP build 9024. We upgraded to 9049 because we had a problem viewing the automatic replies window. After doing the upgrade, a strange problem began occurring. Tickets would suddenly get merged with other tickets. I decided to do all the updates and now we are on 9204. To preface the problem, tickets are created when we receive an email at our customer support email address. Example: Ticket 12597 belonged to a requester named Nick and was created on March 11. Today
Request for Multiple Catalogs
In your webinar video- Going Beyond Busy - 8 Tips to get your IT team smart and productive On the demo when in they log in as a user/requester to the self service portal I noticed in the upper right it show both Issues Catalog and a Service Catalog How can I create that? I would love to separate issue/Incident from Service Requests. Would also like if I can customize and remove items from view I do not need like the following in my view;
Recreating the Request Summary graph from the dashboard
Just trying to recreate the Request Summary from the dashboard in the reports section, we want to be able to show it with a custom date range if possible.
Auto start service
I am trying to get service desk to auto start in Ubuntu 14 LTS. I followed the instructions that are listed in the admin guide (https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html) however the last command "chkconfig --add servicedesk" doesnt work. I get a return of "Command not found". I google around a bit and found that the same thing can be acomplished with the "sysv-rc-conf servicedesk on" command. It shows that the service is configured to
SLA configuration error
I am unable to edit Medium SLA for one site. For other SLA's it is fine. I have attached error log and print screen of error msg. Please help
Can I rename the defautl request template in Service desk plus?
I need rename o delete the default request, it´s possible?
SDP: Make server ignore replies to request notifications from CC'd users?
I'm not sure if I phrased the title right or not, but this is a somewhat annoying thing that happens to us frequently and I'm not sure if ServiceDeskPlus has a way to deal with it or not. This is the scenario: Steve puts in a help desk request via email, CC'ing his coworkers Tim and Jeff: From: Steve To: HelpDesk CC: Tim, Jeff Dear IT, The copier just exploded! Thanks, Steve Tim and Jeff will both get an email notifying them that the request was created, and they will then either Reply All to that
After loading Password Manager in Chrome I cannot load Service Desk
Both PW Manager and Service Desk work alongside each other in Internet Explorer and also work separately in both Chrome and IE. However if I open up PW Manager in Chrome and then attempt to open Service Desk in Chrome the page does not load and it returns an SSL Error saying that it cannot get a secure connection but works if Password Manager was never opened. To be able to open Service Desk again I have to close the tab Password Manager was open in and clear cookies and site/plugin data. I have
Error during backup
I appreciate your help regarding a fix for the following error message which appears on performing backup by manual and can't backup data by schedule. The current version is 9121. ERROR DETAIL: Starting.... Jan 29, 2016 12:03:58 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Jan 29, 2016 12:03:58 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Jan 29, 2016 12:03:58
Redirection from old server to new one
Dears Is there any way that can i use to redirect the requester from old server of SDP to new one as now i have two servers one is the old and must be placed by new one for maintenance Note:- i want to make redirect page Thanks in Advance
Error: Could not find or load main class com.adventnet.me.servicedesk.start.SDPStarter
Hello! I'm trying to install/run SDP (Evaluation) on Windows 2012 w/ a SQL 2012 DB. When I try to start the MSP Server it hangs on the Application Layer Started. When I try 'run' from an Admin command prompt I see these as the last few lines before it stops: Could Not Find C:\ManageEngine\ServiceDeskPlus-MSP\bin\jndi.properties Server is starting. This may take a minute ... Java HotSpot(TM) 64-Bit Server VM warning: ignoring option PermSize=64m; support was removed in 8.0 Java HotSpot(TM) 64-Bit
I have lost SDAdmin permission even though the permission is granted
I have lost Admin ability twice now when working in Service Desk. The 1st time I had to re-create my account and it just happened again. I've cleared ie cache. I've tried to sign in on another PC All my tabs are gone except Requests and Solutions. Any idea on what I can try to fix this AND keep it from happening a 3rd time?
Technician Auto Assign issue
We updated to the most current update 9204 and now the technician Auto Assign is giving tickets to a technician that is on vacation. The technician has put himself on vacation in the Service Desk Calendar with the backup technician as un assign for the next two weeks and tickets that are coming in due tomorrow are being assigned to him. We have set up Load Balancing and was working until this morning when we completed the last update. We have power cycled the system that ME runs on. We have removed
Custom Status Not stopping timer?
I just noticed something odd since upgrading to the newest version. We have a custom status called Waiting for Response that is suppose to stop the timer when a request is changed to this status. Looking at a few requests, I noticed that the timer has not actually stopped and the time still keeps rising, eventually breaking the SLA rule. Is anyone else noticing this? Method to duplicate: Have a status that is set to stop timer. Change request to that status. Come back to request a while later.
how to hide server banner info "Apache-Coyote 1.1" for the security reason
hello how can I hide our server banner information for better security? I could hide X-Powered-By: Servlet 2.4; Tomcat.................................... I added these tags in Server.Xml file (Tomcat Config) : server="MyServerrrr" xpoweredBy="false" the xpoweredBy tag is ok but the Server tag doesnt work and still is "Apache-Coyote 1.1" please help me thank u
Need time spent added to report for technican's tickets by category
I have report in SDP build 9121 which gives me technician's tickets by category . I need to add the time spent on the request to this report which I assume makes it a query. Attached picture is part of the current report and i need techncians time spent added to this. I want to be able to specify the technicians name or support group will work. Is this possible?
Migrate BUILD 8121 from windows 2003 Server to windows 2012
Hi, I need migrate SDP 8121 from windows 2003 server to windows 2012 server. I Know the procedure for to do this but I don't know if there are some issue of incompatibility with the OS. Thanks and regards, Gerardo Cortés
ServiceDesk Plus 9205 Released
Dear Users, SDP 9205 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9205: SD-62522 : While importing users from Active Directory (2003 and 2008 versions), all OUs are not listed. SD-55876, SD-61156 : Support group created under a custom site in CMDB/Admin module does not get assigned to that custom site. SD-62498 : Able to perform upgrade / restore data / reindex in a parallel manner, when the server
Reports : Can I create a Weekly Worklog Report AHEAD OF TIME?
We have shifted over to ServiceDesk+ recently and I am trying to re-create a personal workflow that has greatly aided me. We are currently required to log all hours worked in a Worklog. Prior to ServiceDesk+ I had a Google Sheet (think Excel for those unfamiliar with Google Apps) that I used to track every minute of my time. I have to do this as I am not exempt, but instead I am still hourly. What I was able to do in that spreadsheet was to see both my "already accomplished" hours, and I could plan
Clear SDP of Sample Data
Should be a quick one. As above I've rebuilt the server and want to start from scratch please. I'm sure it used to give you an option to do this on install but the latest 9204 doesn't.
Background
Kindly cuold any one Help me change the Header background to image in Manageengine Regrades MB
Completed Request by Date By Technician
Guys, Since upgrading to the newest version of Servicedesk our Completed Request By Date By Technician doesn't seem to work correctly. It only shows the results for the technician who is actually running the report. I've attached the query below and double-checked the filtering options but can't seem to figure it out. SELECT ti.FIRST_NAME "Technician",wo.WORKORDERID "Request ID",wo.COMPLETEDTIME "Completed Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT
Count of Request ID's
Ok Service Desk plus team, I have a new one for the great minds. I am using the following query to pull a report. What I would like to do is add a count of the request IDs to this report. Any ideas are appreciated. Following Query I am using. SELECT ti.FIRST_NAME "Technician", wo.WORKORDERID "Request ID", sdo.NAME "Site", scd.NAME "Subcategory", longtodate(wos.LAST_TECH_UPDATE) "Last Updated Time", qd.QUEUENAME "Group", std.STATUSNAME "Request Status", wof.UDF_DOUBLE2 "Technician timespent" FROM
REST API query using https?
Can the REST API be queried using HTTPS Reason being that our servicedeskplus installation is only published as https://servername and not http://servername I am trying to query and authenticate a user with a generated key however it is not authenticating
Change Module - Print Approval Information
When printing a change, it fails to print the Approvals tab on the reports. We would need this added for our annual audits.
Duplicate Columns in Technician View
Version 9024 In Technician View the default layout is showing the columns duplicated. When you go to turn them off you will see more. I didn't notice if this was in the previous version.
REMOTE_IP_LOCKED on trying to export tickets in bulk.
I am trying to use the API to export certain details from a bunch of tickets in bulk. The problem is: at some point that is not always the same, the API call fails: { u'operation': { u'name': u'GET_REQUEST', u'result': { u'status': u'Failed', u'message': u'REMOTE_IP_LOCKED', u'error_code': 4001 } } } The first run, I received 145 tickets. Second, 10. Third, it failed immediately. What gives?
Estimate a technicians time per request
Hello, I am looking for a way I can put how long a request should take (estimate) then pull a report that will compare the two ( my estimate and work log time) Is there a easy way to do this? I have added a new "Time" to the request that is to represent this but when I run a report it is not totaled at the bottom like the closing time is. Also the "time" addition to the request will not let me put in 30 mins or .5 it has to be only a whole number. Thanks for any help you have. Ryan
Separate Support Groups?
I'm testing ServiceDesk for our site. I have a question regarding the initial groupings setup etc. We run a multi-campus college, (so 2 x Sites). On each site we have IT Support, so far, no problem. But we also have non-IT groups that, in the past, we have enabled to use the same helpdesk system IT uses. For example, as well as 'IT Services' we have a 'Facilities and Grounds' department that have 2 dedicated 'technicians', and a 'Catering' department that has another 2 x technicians, so any
Add field to resolution
I would like to be able to add a new field to the resolution page. In my case, it is to identify a root cause of the reported incident that can be used for reporting purposes. I have tried to add a field, but it goes into the incident template instead of the resolution. Is there a way to do this?
Upgrade path from SD standard to Enterprise
Any gotchas with this? We are currently running a SQL install of the standard product and would like to upgrade to the Enterprise version without loosing any history/categories/solutions. Thanks in advance, Joe
Searching by who resolved ticket
Hello, I am wondering if there is a way to search by who resolved a ticket. I know you can search by who created, or group, etc. But I can't seem to find a way to search by who submitted the resolve. If someone could point me in the right direction that would be great. Thank you!
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