Scheduled Reports
Dear Support, We have upgraded our SDP (installed since 2011) to version 9121 and we are not seeing where to access Scheduled Reports. We have some reports already scheduled since installation and is still being sent by email but we want to change the email recipients but we cannot find the possibility to do so. The scheduled reports list does not show anything. Please assist ASAP
Error while Migrating DB from PostgreSQL to MY SQL 2012
Hello Team, I just moved on SDP 9120 build and having inbuilt PostgreSQL DB. I am trying to move my DB from PostgreSQL to MY SQL. I have followed all the process but at last I am end up with an error. Below is the error for your reference. *************************************************************.\backup_info.xml Backpup data : Wed Jan 20 16:40:02 GMT 2016 Database name : servicedesk Total Tables : 1376 Database Server : postgres Build Number : 9120 *************************************************************
notify destitution group from incident template
Hello, I'm testing the service desk plus system and I got stuck while I was trying to create an incident template that auto fill the field "Email-Id(s) to Notify" I have a requirement that a distribution email from our Exchange server must be auto-filled on create any indecent\request that uses this template, moreover the requested can't edit it but he can view it. I tried to configure the Notifications Rules but the distribution group wasn't showing either your kind support is highly appreciated.
How to find info on merged request
Running ServiceDesk Plus 9.0 Build 9039 on pgsql. We have a request ID, 1319, that is no longer visible in our system. We know it existed at one time because we have the email notification that we rec'd when the incident was created. Now however when we try to search All Requests for it we get "FAILURE": Invalid Request ID". I suspect it may have been merged to another request but I can't prove that. How can I either find out whether 1319 was merged to another request and determine which one,
Asset Discovery - Asset Assign
Hi, It would be nice having a feature when asset discovery runs (Schedule Audit) assign assets to sites based on their IP automatically. Scenario: Site A - 100.0.1.xxx Site B - 100.0.2.xxx When it runs, if it finds assets with these IPs it will assign their respective Site. Regards METG
recuperar clave de administracion
Como recuperar una clave de administración del ManageEngine service desk plus?
FAILURE :Product Type is being used by a module. Hence cannot delete it.
Hello, I just imported an asset and I messed up on the labeling of the Product Type, When I tried to delete it I get the error message above. Is there a way to delete this? I'm using SDP 9.1 Build 9121
Can we remove the "Awaiting Approval" part in the Self-service Portal?
As we do not use the approval function of the ServiceDesk, can we remove the "Awaitng Approval" part under "My Requests Summay" section in the Self-service Portal? Thanks.
No one have the Administrator role
Dear support team: Currently I removed the administraor role for all of the technical account, included in the local Administrator account, in some mistake. So we cannot to go to the Admin page to change the role back now. Are there any other ways that we can assign the Administrator role? So many thanks for your help. Leon
No blank space when requesters reply
Hi, We have received feedback from our customers that when they hit Reply to a conversation in a request, there is no blank space for them at the top to enter their text. They need to hit Enter multiple times to create blank space for them to reply (or delete all the existing text). There does not seem to be an area to customise the reply template for requesters to add any blank lines. We have done this on the technician reply template, which works fine, but there is no option for requesters. Thanks,
I want detailed explanation to...
Hi everyone: I have the Error: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. So, I ruined the process (I think) about http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html And then... C:\ManageEngine\ServiceDesk>gencert.bat MYSERVER 995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert MYSERVER Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\cacerts...
update fails
Hi I can not update my SDP. please find attachement for discovering the root cause and give me solution. Thanks
JSON file not returning all data in the request
We use many additional "resource fields" in the Service Requests and I need to access these fields in a script. I have created a custom trigger which launches a Python script that reads the JSON file generated. Problem: I only see the additional data when the ticket is edited NOT when its created These steps are a summary of the current process: Service Request is created and the additional resource fields are populated. The JSON file data dump shows all the additional "Resource fields" as
Custom Report
Could someone kindly help with a script for the following report on PGSQL and version 9.0 Build 9035 Request ID Level Priority Category Subcategory Root Cause Time from Creation to first Assignment Time from first Assignment to Resolution Time from Resolution to Closure Regards
Automated Tasks?
Greetings, I am looking to automate a few steps in a process for terminating employees. There are multiple teams that need to be notified and we want to do this with a template and with tasks. We will have a Distribution list that our HR team sends a notice to. This DL will be forwarded to Service Desk Plus to have the ticket request open. I need a few things to happen once it comes in. 1- an email needs to be sent to several executives on our IT leadership team- we
In custom reports, allow "grouped by" column to still appear in report
Good morning, Currently when I write a report, as soon as I "Group By" a column, that column is removed from the report details. As a result, my report is difficult to read on screen as I need to scroll to the page with the summary of the group to know what I am looking at. Example, if I list all closed tickets for a time period, grouped by technician, there may be hundreds of tickets closed by a particular technician. Before those 100 tickets, the name of the technician appears, but I might have
Tickets chaned from rejected
HI. Is there a way to get a report of tickets that had a rejected status but they are changed to another status right now? Appreciate any response. Thanks
Error renaming a Support Group
Hello, We are experiencing problems while renaming a Support Group. Situation: "Group A" was created long time ago (maybe 2 years) under "Default Settings" with several Technicians assigned, its own "Group E-mail", etc. A huge amount of tickets have been assigned to "Group A" since then (maybe 200.000 or maybe more). Now we want to rename it to "Group B", we tried to do it by clicking "edit" button and entering the new name "Group B" and clicking "Save". The application became unresponsive for a
server migration from mysql to mssql
Hello, I'm trying to restore a backup from the current environment to a test environment. The current server is a W2008 with servicedesk 9118 and mysql i want it to restore in W2012 with servicedesk 9118 and mssql 2014. I've created a backup --> did a restore with servicedesk --> start servicedesk in the test environment. but now i'm having a blank login page. See image. I have no idea what i need to do. Can you help me
Change Request stuck at Approval
Hi, a colleague has recently submitted an Emergency CR. This is using the standard, out of the box Emergency template and workflow. For some reason, despite being approved by the appointed CAB members, it seems to be stuck at Approval. Any ideas? Thanks, David
use .net to insert an incident without user password
Hi, I have been looking at the documentation as I am testing this helpdesk. I can see a way to insert a incident in a .NET web application using the users username and password. I want to be able to insert a ticket without the users password. I will create a web application and pull the users nt username as they fill out a form on our intranet. Is it possible to create an incident without the submitters password in .NET? Thanks for all help
Description field missing from template
Good Afternoon, The "Description" field is missing in our Default Template. I have already done the following things: 1. Reset the ManageEngine SDP Services and start again 2. Reset the server I have run the following command in the Report Query: SELECT * FROM form_customizer WHERE form_name LIKE '%default%' Which gives me the attached output. Please could someone let me know what to do to correct the issue. Many Thanks
MSP is slow with multiple closed requests at the same time
Hello, MSP slows multiple closed requests at the same time. sql ram 4GB, cpu 3.41GHz of AMD, hdd is more big. version 9.2.0 build 9200 Any helps? Sorkhmer
ActiveDirectory Login - username or password is incorrect
I've imported users from AD successfully. I've then tried to enable AD Authentication. All I get is 'username or password is incorrect'. If I change the user password from within ServiceDesk Plus I can login using the User ID and selecting Local authentication.
Zoho reports "Request type"
Good morning, I just configure Service Desk plus to have auto reports with zoho Reports Analytics. Reviewing the data imported, the field "Request type" is not getting any data. This field is configured in our Service Desk application with the options issue, requirement, problem, task, etc. Do you know how to fix this problem? We have 9020 release and the standard version. Kind regards
Missing Requester / Technician - Active Directory Import
Hi, We recently upgraded ManageEngine from version 8 to version 9. After having done the upgrade we had an issue importing users from one of our domains. I added the domain again manually and this seemed to resolve the problem. Unfortunately some of our technicians were on the domain that we could no longer import from. For most this was not an issue, they simply logged onto manageengine under the new domain. For 2 of them however this did not work. For the 1st technician I deleted him then re-synced
Duplicate tickets created while uploading tickets from Excel
Attached the sample for reference. using ME service desk plus standard version. we are using the below license and when we upload the data from excel its creating duplicate tickets.
500 (Internal Server Error) in SDP 9.2 with Chrome and Firefox
Hi When I want to open SDP 9.2 in Chrome or Firefox, show me a blank white page and show "500 (Internal Server Error)" in console. but in IE I don't see this problem and any things is good. What should I do? Thanks
Business Rules - More Criterias
Please add a new Action template in Business Rules. I need to use the action: when some conditions are met Change Requester to another one
Username or password incorrect when using Active Directory login
I am really struggling to get Active Directory logins to work. I've imported, enabled AD login but all I get is Username or password is incorrect. If I go to the user and reset password I can login with local authentication. I've also tried Pass-through authentication and I get the same thing. Can anyone point me in the right direction to get this working?
Desaparicion de Tickets
Se eliminaron gran cantidad de ticket cuando se reinicio el servidor donde esta instalado el servicedesk Saludos,
Active Directory Issues
Hi I am having no end of trouble with setting up active directory. I have imported the users with no issues. I have also setup the AD authentication with again no issues. I have also set the Pass-Through But no matter what I try I can not login as any of my imported user accounts to attempt to send some test tickets. I triple checked their passwords and I know the ones I am trying are correct and I am able to login to the computer with these credentials but not into the user portal. Thanks
Technician problem
Dears i use manage engine SDP build 9117 since October 2015 and it's working well with me , but i noticed that two from technician user return back to work as requester without any interfere from me Note:- I am the only Administrator of application
Wrong SLA Notification Receiver on Change Management
Hi, Can you please assist me on figuring out the wrong notification that the service desk is sending. What happen is that the change owner is not receiving notification before the violation, instead it’s sending on different technician randomly that belonged to their group (i.e. application team, network team). This was triggered upon associating change request to projects. Version: 9117 Thanks, Rowell
Search Function on Forum
Help, am I going mad? I cant seem to find the search function on the forum anymore, so I cant search to see if my query has already been raised... Thanks Lynne
Search Results Limited to 500
Is there a way to increase the number of search results in Service Desk Plus from 500? Searching a word such as email now leaves out recent tickets as we have over 500 that reference the word email. Also, is there a search function in this forum? Thanks, Brian
ManageEngine Servicedesk Plus sees chrome as mozilla 1.3 <
I get this warning when ever the editor is used in manage engine service desk plus. is there any way of getting rid of this issue as it is extremely annoying.
Assign to group button
Hi, It would be very helpful if in addition to be able to assign to a technician, we could also assign to a group from the requests page.
Technicians and Groups
Is there a report or easy way to list what technicians are assigned to various groups?
Query for Has requester acknowledged the resolution?
Hi can you please let me know if there is a way (report wizard or query) to find out on how many requests user validate the resolution? I
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