Using business rules within ManageEngine like?
Hi all, I need to find information about business rules in ManageEngine? Who can share helps yourselves, the more detailed the better. I need to arrange a time to let technicians overtime, but still not understand it Thanks so much
Notifications are not sent by e-mail to the users in the copy.
In the notification rules, the "Send notifications by e-mail to the users specified in the copy when creating new application" selected.
Database exception while discovering workstation with agent : Duplicate entry for key
Hello. I had problems with scanning workstations. When scanning workstation via its IP address or Name next error "Database exception while updating Workstation. : Duplicate entry for key" Copy from log: Caused by: java.sql.BatchUpdateException: Batch entry 1 INSERT INTO CIRelationships (CIRELATIONSHIPID,CIID,CIID2,RELATIONSHIPTYPEID,ATTRIBUTETABLENAME,RELATIONSHIPID,RELATIONSHIPTEXT) VALUES ('2780','2702','2702','46',NULL,NULL,'VMHOST_VMS_SCAN') was aborted. Call getNextException to see the cause.
description The server encountered an internal error () that prevented it from fulfilling this request.
Dear Pro, The system show error in below when I try to click an asset. Please kind advise how to fix 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
org.apache.jsp.asset.AssetListView_jsp._jspService(AssetListView_jsp.java:386)
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:201)
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:201)
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:177)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Install ServiceDesk on new Windows 2015
We are setting up a new Windows 2012 server for the latest version of ServiceDesk. It is currently setup on a Windows 2003 server. So I want to install a new fresh copy of ServiceDesk and the latest patches. Where can I download the most current version? On my old/current server I have version 9.0 build 9022.
ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY with Chrome 45
Hi I see few entries regard this on ADPlus forum but what need to change for ServiceDesk Plus? Thanks,
SDP Asset scan detects IE 10 as Windows Internet Explorer 9.10.9200.16660
Hi, the SDP asset database detects Internet Explorer 10 as internet Explorer 9 with a 9.10 version number. For example: IE 10 10.0.9200.16660 is detected as 9.10.9200.16660. Can this be looked into please?
Approval Status - CAB Approvals
Is there a mechanism to trigger a status change once all the CAB recommendations have been Approved and/or Rejected on a change? As a change manager, when dealing with a lot of changes it would be really helpful if on the grid I could see which changes are now pending some action from me. Currently I have columns for Stage and Status which would have any in a CAB approval displaying "Approval" / "Approval Pending" This is complicated because it requires scrolling through all changes to check the
Enterprise level issue how to role individual tickets into one master.
Is there a way in Service Desk during an enterprise outage to roll single incident tickets into one master ticket?
Forgotten administrator password
Any way to change the administrator password? I connected SDP with Desktop Central and am now unable to login to SDP. Don't recall changing the default administrator password yet, but remember creating an account when syncing with Desktop Central. Unfortunately not sure what account was created when syncing. Any help?
plain text to specific email only / Cisco Voip Integration
Is there a way in ManageEngine ServiceDesk Plus to send plain text notification only to a specific e-mail and html format to the rest? That way we could send notifications through our cisco voip system and it would call them back and leave a voice message.
LDAP Import
Good day All, Could I please ask for some assistance regarding LDAP imports. What I want to do is import all my users that is in my AD structure as my ServiceDesk are installed on Ubuntu. When I click on import now it show successful but there is no records imported? How do you use the Search Filter so that all the ou' will be search. Looking forward to your reply. Thank you. Regards Gerrit
Custom View
I like the view "My Pending Request or Tasks" I would like to make some Custom Views that include tasks. What item would I use under Advanced Filtering to include tasks? Is it possible? Thank you!
Default Request Template Shows to requesters when should be hidden
Hello, I recently noticed that our default request template is currently showing to all requesters even though we have the option selected to hide it. I have tested with two separate requester accounts. Restarted the ManageEngine ServiceDesk Plus Service, and Power-cycled the machine, as well as toggled and saved the options. Please see attached images. I'm not sure if this is a bug, or is something specific to our installation. Additional information: ServiceDesk Plus Free Edition - 9.1 Build
User Additionnal Fields do not appear on the template
Hello, i would like to have the Location of the requesters appearing on the request template, so i added an additionnal Fields in the User Tab and can synchronize with the active directory, but how can i display that field on the template? regards
Email Parsing Help
We are looking to auto create tickets based on alerts received from our AntiVirus software and tag them a specific way for reporting purposes. Our AV software generates alerts such as "SAV message from: RETAIL011" Is is possible to parse that subject line and then categorize the ticket based that value? We are trying to: a) create a ticket whenever an infection/PUA is detected b) have a history of these tickets to be reviewed quarterly c) we are trying to automate Thank you in advance, --
Prefixing the subject with a user field (location) automatically
Hello, i'm trying to prefix automatically the subject of a request with the location of the user, via some javascript in the "Field and form rules". Is it possible to access the value of additional user field? i've added a field location to requester and synchronized it with the active directory, but when i access it via $CS.getValue("LOCALISATION") it returned me "undefined". How can i access the user additional field and is it possible to have a list of all the fields available. regards
Default asset in new request
Hi All, We recently imported all our IT assets into Service Desk Plus. Now when someone logs a request it assigns one of the requesters assets by default to the request even though it's not specifically about this asset. Is there a way of blanking out this option and only selecting an asset when its actually about the asset. Thanks, Nigel
Reduce the Notification Mails for requests which the technician is recording
Hello I'd like to reduce the e-mails to the Requester for requests which the technician is recording Our configuration is following, which is all right for the normal sequence of events: - The Requester gets an e-mail when a new request is received. - The Requester gets an e-mail when a technician is assigned. - The Requester gets an e-mail when a request is resolved. As a technician, I sometimes solve incidents right away at the users workplace. For documentation reasons I have to record this request
Weak ephemeral Diffie-Hellman public key error in Chrome browser
Dear forum members, in new Chrome browser ver.45 we faced a problem with opening SDP through HTTPS with self-signed certificate, because since that version (and as Chrome projects page states, that it may be backported to earlier versions too) only keys of 1024-bit or bigger and strictly with DHE RSA accepted. Does anybody has an idea, how to renew certificates to met new requirements? It is obvious about required length, but is it possible to create certificate with DHE by standart keytool? Or
Technician Auto Assign Exclusion List
Hi, We have the "technician auto assign" enabled in ServiceDesk Plus with a list of technicians to exclude. I'm trying to add two more technicians to that list, but when I click on their names, nothing happens. I can see the link for each technician name is a javascript action, but when I click on the names, they don't get added to the list. This was working before. Any ideas? We're running build 9107. Thanks!
Mandatory fields background colour
Hello all Is there an easy way to change the background colour of the input boxes on mandatory fields until it is completed? I know it gets the red star, but a nice red background to the field makes it a lot easier for users to see where they need to enter data? Thanks
E-Mail in Servicedesk Plus
Currently when someone replies to an Service Desk ticket creation, note or forwarded ticket e-mail, the contents of that e-mail are added to the "Requester Converstations" area. Is it possible to have these replies added as ticket notes instead? Thanks
Request Advanced Search option
Hi, We are running the most recent 9.1 build but somehow the Request Advanced Search button to access advanced search is gone. Where and/or how can I re-enable this option? Kind regards, Bastiaan
Email Extraction
Hi Team, Is there a way to extract this email from the ticketing system. we need to send the email to the client as evidence that we sent an email.
Update technician based on logged in user
Hi All Is there any way (including form scripts) to automatically set the technician to be the logged in user at form load ? I`ve looked into the form load scripts, but cant seem to find a variable to grab which allows me to set the technician automatically. I can see some in the source of the form when rendered but none work Thanks
Not able to fetch all the records for last one year
Dear All, Please be informed that I am trying to fetch some reports for total requests created for last one year, however I am getting the data only for last three months. I checked the customisation page and selected the data archive option and set it to get the data from last three years. however ever I am still not getting the data. May I request you to please help and let me know how can I get the data for previous years. Thanks and Regads, Prince Ahuja
Adding Service Request Templates and Incident Templates from a Support Group View
At present, we are going into every service and adding the support group and then going into every incident and adding the support group. It would be great if we could go to the support group view, see what templates they have assigned, and assign them there. Also, it would also be great to have the corresponding reports to go along with them.
Report spanning all request all techs
New here. Tried a few of the reports available in this forum, no luck as it only reports on requests escalated to me and I can't find where to set the applicable dates. I'd need a report spanning all requests by all technicians, not only mine, sorted in a matrix report by category and subcategory for a given date range A to B. SDP v 9.0
help with new report
hi guys. my name is Vadim. i have some issue with creating new report. i need report include next position: - number of incident - who was assign this incident - for someone was assign but i don`t understood what i had to do :( version 9.0, 9003
About REST API problem
I am trying to create new request with rest api as per you documentation but i am always getting this reposne <operation name=""><result><status>Failed</status><message>No operation name specified in request. Invalid request.</message></result></operation> this is the URL i am using : http://localhost:8080/sdpapi/request/ADD_REQUEST and this is the documentatin i am following to process some thing http://www.manageengine.com/products/service-desk/help/adminguide/index.html please provide
Can approvers see requests approved by himself?
Hi, I need that an approver (not technician) can see all requests approved (or denied) by himself. Is this possible? Best regards, Totus
query report for time between ?
Dear, we use manual to assign the incident to technician, so when the user create the incident it's show not assign ,then when the responsible person receive a notification that new case is open he will assign it to the available technician, so I need report to show me the time between the created case and assign to technician. waiting your support for this. Database :MSSQL Build No.8212
Custom trigger - Python to VBS or Powershell
Hi. Jai Anand has been created an awesome python scritpt to send e-mail by custom triggers with possibility of using any request/ticket information (args from $COMPLETE_JSON_FILE); https://resources.manageengine.com/resources/resource/script-to-send-custom-email-notification-through-custom-triggers But in my case, python module installation was not allowed on windows servers for security policies reasons. I have some powershell and vbs scripts that I am using in ServiceDesk Plus for API goals.
Form: unable to edit Description text after disabling field
For some forms we chose to turn off, or hid, the Description field to Requesters and turn off the Mandatory requirement. Now if we go back to the form and turn the settings back, the Description field is not editable. From the Requesters view they are able to see the Description field but from the Admin side the Description field is no longer a dialog box. How do we reset this field so we can repopulate the Description?
Cisco Voip integration
We are having some issues when cisco voip voicemail transcription emails get sent to our helpdesk to create a new request. Most of the info gets sent but many times the voicemail transcription is missing from the request in the help desk. Is there any configurations that we could look at to troubleshoot this issue? I've looked through the email server settings on the helpdesk, but didn't find much in this regard.
Auto close ticket when all tasks are completed
Is there an option to auto close a ticket when all tasks are completed? If so, where can I find that setting? Thanks, Dave
Send email to another user when based on requester details
Is there a feature that would send an email to another user based on a requester's detail? For example, if a new request comes in from a John who works in the Maintenance department, it will email the Maintenance supervisor of the request detail. Similar to a new request email that gets sent to technicians.
Attachment Button Missing from "My Tasks" on Home Tab
Hello, We have been experimenting with the tasks feature of ServiceDesk, and it is a very useful feature for breaking up a request into the individual components. When we assign out the individual tasks, we have found that when a Technician selects an open task from the "My Tasks" section of his home tab, that all of the options for that task appear except for the button to enable the assignee to add an additional attachment during the completion of that task. See below: The assigned technician
Change Status
Hello, "Open onhold requests upon requester's reply?" is a good feature but it seem it has a bad limitation. Let me give you an example. We have an SLA set to resolve a request within 24 hours. We have a custom Status set "Awaiting Response" with Stop timer. A ticket is created by a user, ticket was replied and status is set to Awaiting Response. But, if someone replies after 24 hours, this feature will change the status to Open and it also breach the resolution SLA and makes the technicians
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