*ERROR: relation "servicereq_901" does not exist
Good day. I need help. We testing ServiceDesk on Unbuntu + Mysql 9106 release After good test we want make ServiceDesk at general work system Create virtual host and install on Windows 7 + default postgre base with 9106 release After recovery base from mysql to postgre we have problem - "BackUP" don't work.. Wats wrong we do? In command line sign: - "cd c:\ManageEngine\ServiceDesk\bin" - "backUpData.bat" Starting.... 03.09.2015 16:24:00 com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone
Managing tasks in Service Request template workflows
Hello, I am a new customer of Service Desk Plus and am currently adding service request templates as part of the Service Catalog. On the Work Flow tab of a service request template, you can add tasks, set dependencies, and organise the order of tasks to match your business processes. My question is - we have a number of processes in our business which can cycle based on the outcome of a particular task. For example: Task 1 - develop a software application Task 2 - deploy the application to a Test
Field and Form rules are not working on the default incident template
Field and Form rules are not working on the default incident template. I have tried to implement this rule on Customised template and it worked, however, the same rule doesn't work with the default template. Request you to please provide a solution
Inline emails and notes
Hi guys, Starting to get the hang of this system now after 4 days of heavy use and am enjoying using it. I'd like to propose an idea, and I'll apologise now if it's already available as an option but I couldn't see it. I would like to see the notes and the emails listed sequentially together in date order rather than having the emails separate from the notes. When I am managing a ticket I will use emails, private notes, and public notes, I would like to be able scroll through all information on the
Service Catalog Usage
We have spent a fair amount of time developing out service catalog templates. We would like to only use service catalogs instead of Incident request. Is there a way to disable all incident request in the system, including the default. We would also like to know how to set up the approval process for a service catalog request based on the Group that the request has been assigned to. In other words I want separate approvers based on the groups. Thanks,
Determine way to dynamically adjust Urgency to account for Requested Due Date
We are trying to find a way to automatically adjust urgency for our Helpdesk system. Sometimes, the users will either select a normal urgency when it should be higher, and then our technicians won't get to it as fast as the user would like. We would like to set up a way that will dynamically set the urgency, based on the requested due date. If this would work, we would like to see it look like this: 1. When a new ticket is created (web form only), the system checks the Requested Due Date and if:
Problem updating the assetState of an asset using the servlet API
Hi, I'm having trouble assigning an assetState to the servers registered in Assets in ServiceDesk. I'm using the following URL (I also tried posting the values using form input fields): http://server:port/servlets/AssetServlet?username=hidden&password=********&AssetState=In%20Use&operation=updateasset&assetName=myserver.domain.local&assetType=Server&model=Unknown%20Server It seems that fields that are not bound to a drop-down list are getting populated fine via Servlet API, but assetState is a
Cascading Business Rules
I would like a better understanding of how business rules work when cascading is turned on. Example: I have 6 rules. Rule 3 has cascading turned on: Ticket is created Rule 1 does not apply > move to Rule 2 Rule 2 does apply > changes are applied and ticket moves out of rules Ticket is created Rule 1 does not apply > move to Rule 2 Rule 2 does not apply > move to Rule 3 Rule 3 does apply > move to Rule 4 (because cascade is turned on for Rule 3) Rule 4
Exporting full body copy of Change Requests and Service Requests/Incidents
Hello I have the need to move a bunch of my tickets to my billing ticketing platform. I'd like to get the query of Service Requests and Incident Requests I generated from Reports (shown below) altered to add the the data of the conversations = the responses between customer and staff on the Request. Reports seem to only offer a summary with the subject line. Basically, I am looking for a query joining the Requests and the Conversations - if that can be accomplished in a better query than the one
High CPU usage and slow performance after any change.
I'm unable to make any change to my server or manage engine service desk install without a jre service pegging out the cpu at 100%. No amount of rebooting or restarting the service will fix it. If I update and add a sp install to the service desk it causes it, if I change a config file in tomcat (to fix logjam error in chrome) it causes it, if I install linux updates it cause it. The only way to fix it is to roll back to an earlier checkpoint of the VM.
REPORT NEEDED - Summery report by template type
We are looking to have a report made that shows us how many times a template was used in a month. I.E. - Jan Feb Mar Default Template - 3 7 4 Account Template - 5 7 9 I would like it to be a 2015. We are using MSSQL. Thanks.
AD Import Error - where`s the log file
Hello, we have Problems importing AD Users inside Service Desk, some of the accounts failed. Is there any log where we can see whats the Problem? Thank you.
Conversation entries - What table
Hello, I retrieve data from servicedesk database in ms sql server and I find it difficult to get particular entries in 'requester conversations'. What was written both by requester and technician to be precise. As I found out I can find conversations in table conversationdescription (workorder>-conversation->conversationdescription). Text itseft is stored in an unfriendly format to analyse but it can be dane somehow. How about entries made by technician as first answer to request. I assume that
Ability to copy a ticket?
I wanted to see if there was the ability to duplicate a current ticket. Sometimes we get a few users that need the same hardware but they need to be opened on separate tickets for billing purposes. Is there a way to create a single ticket and duplicate it?
Assign Due Date after Approval
Hi guys, Anyone have any idea how to allow the due date be assigned after the request has been approved instead of upon creation of the request. Thanks in advance for your help!
ADD Custom Filed In Requester Details
Hi Dears Is there any way to add some custom filed in the Requester Details.I need add Product name to filter assets of user that are showing me. how i can do it? Thanx a lot
End User Landing Page Changes
Is it possible to change the colour of "Report an Issue" on the main landing page for the user? We are looking to change it from a blue to a red. EDIT: I still have had no responses in the forums or from ManageEngine. I was able to edit the colours but it required an awful lot of digging. It required the CSS file 'sdstyle.css' located in the "C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\style" folder to be edited.
When CC user reply to an email
Hi, I have just implemented Manage Engine, and would like a small clarification on an issue. When a technician replies to a requester and a requester who is CC (not the original requester) a new ticket is created. Can't the conversation keep on going under the same ticket? As this would be an issue if every time a CC user replies in the conversation a new ticket is created. Am I missing a setting? Thanks and Regards Daniel
Include Computer Description In CI Details
Is it possible to include the "Computer Description" field (found in the System Properties of the computer by the computer name) in the in information that is imported with the ServiceDesk Plus Agent?
Reporting specifically around SDP Technicians
I'd like a host of reporting strictly around SDP technicians. Ex. Technician List; Creation date/time, deletion date/time, modification date/time. List of Technicians with certain roles. List of technicians with change rights List of technicians who are project admins. etc. Thanks, Adam
Auditing for SDP Administrator Changes
I would like to see additional reporting just around technician creation, granting and removing of technician permissions, and other types of events in SDP. Thanks, Adam
Fetching emails with blank subject line
I have noticed that if a requester sends an email with no subject line, ServiceDesk Plus creates the subject "Not Provided" when it fetches the email. As this may be confusing when we reply to the requester, I wanted to change it to "Subject left blank". So, I created a Request Template with this in the subject, and then created a business rule saying to use that template whenever a subject line is blank. When I try to save the business rule, I get the error in the attached. Is the rule having trouble
Edit task via API
Hello. I have a problem with API and tasks. I want to change group and title of task via script in powershell. Original task: title: "Old task name" group: "servicedesk" description: " Line one Line two" API query: https://sdsrv/sdpapiv2/tasks/79719?TECHNICIAN_KEY=TECH_KEY&INPUT_DATA={ "task": { "title": "Task name", "group: "SRV ADM GROUP" } } After query I have (in SDP task): title: "Task name" group: "SRV ADM GROUP" description: "Line one
The "Forward Solution" Feature in SDP
Hello, We are trialling ManageEngine SDP and we have come to notice that when a user forwards a solution to another person, the email appears to be from the 'Reply-To' address configured in the Outgoing mail settings. The content of the solution in the 'Forward Solution' window is completely editable, meaning anyone with the lowest permissions (SD Guest) can use this platform to remove the solution from the email body and send any email appearing to be SDP Pro, or in our case, we make SDP Pro appear
Upgrade - where are the instructions?
Hi, I believe I have version 8.1.0 of ServiceDesk Plus: Where I will find the instructions how can I uprade to the lastest build. And how to check my build -> on the above screen I believe there is only version.
Subjet line configured read only?
Can the "Subject" line in the various Service Request and Incident templates be configured as read only? Using SDP 9038 & SQL Server 2008 R2. Thx
Asset Module improvments
Wake On Lan support for Asset scanning: This feature seems to be missing within the SDP application. Because this is missing, numerous failure to scans appear daily requiring a manual scan to be completed for current information. Basic funstionality would be to ping the system before attempting scheduled scan and if there is no answer, send the WOL packet flagging to retry scanning of the system after scheduled scan is completed (end of list reached). We currently have this feature in Spiceworks.
Cannot start Service Desk
After a Java update on the server running Servicedesk, the wrapper.exe is giving this error in logs and the service will not start. Any help would be appreciated. STATUS | wrapper | 2015/09/01 13:13:57 | --> Wrapper Started as Service STATUS | wrapper | 2015/09/01 13:13:57 | Java Service Wrapper Professional Edition 32-bit 3.5.15 STATUS | wrapper | 2015/09/01 13:13:57 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2015/09/01 13:13:57 | http://wrapper.tanukisoftware.com
Is summary row in a Query Report possible?
I have a Query Report that gives statistics by technician. Is there a way to add a summary line at the bottom, like this: Task Hours Request Hours Total Hours Response SLA Met % Resolution SLA Met % Number of Requests Last Resolved Last Week Cher 1 11 12 77 77 13 Sting 16 5 21 90 95 20 Teller 1 8 10 75 88 32 SUMMARY 18 24 43 79 87 65 I'm using MSSQL. I think I could use a UNION (with a name such that is it sorted to the bottom) but is there a better way? Thanks, Tom.
ITIL/SDP question: How do you recommend handling requests that are lengthy by nature or dependent on another process?
Hello, I am looking for any input on how to handle requests that are lengthy by nature or dependent on another process. My users are asking for an SLA status of "Project" or something similar with no due date. I'm not entirely comfortable with this option. I've added Status values of "Associated to Change" and "Associated to Problem" so that the SLA timer stops on those guys. Here's our scenarios: 1.) An issue is identified with our patient management system that requires a software patch from the
application format
the appointment of an application for a specialist formatting lost body applications or missing spaces in the text as an example: received a letter of application to SD SELECT [project_Code1C] + '-' + [r].[id] [Report_ID] , [pr].[project_Code1C] [Project_code] , [r].[Name] [Name] , [rai].[workTypeName] [WorkType] , [rai].[typeReportName] [TypeReport] , [obj].[codeValue]
Request merge notification
Is it possible in anyway that when two request are merged, that the requester and the assigned techincian receives a notification? We came across this problem when an admin merged two request. But the technician wasn't aware of a change in the request. therefore was still waiting on feedback from the requester Thanks Alex
Request Approvals
I have the case when certain requests require approvals. I don't want to leave it to the technician to ask for the approvals instead for certain requests categories, I want the initiator of the request to be prompted to get approvals or at least the request get automatically transfered to the requestor superior. Once approved, the technician can see the request. Is that possible and how? Thanks Ramzi
Change Status notifications
Hey, Yesterday we upgraded to the newest version of servicedesk+. When I set a Change to close - completed I get a status notification. As seen in the screenshot below it will not show everything. I use Google Chrome as browser. kind regards, Jordi van oosterbosch
Delete asset after computer object is removed from AD
Hi all Is it possible to delete a computer asset in SDP on next windows domain scan if an asset no longer exist in AD? Ronnie
Java eating up memory
We have recently updated to the latest version of manage engine service desk plus and not anytime it is running the java takes up all the memory and we can't even log into the server. Are there java settings that need to be done?
Integration with AD
Integration with AD is not working. I was able to import all user from my domain but once I try to log in and choose the domain, it is not working. Any idea?
Java eating up memory
We are running the latest version of java and the latest version of manage engine service desk plus Build 9.1 version 9106 The java memory usage just continues to grow. However if I shutdown the service desk it completely goes away.
Ability to add additional dashboards
Good day, Please add the ability to add additional dashboards in SDP. Kind regards Renier
Can I Prevent requestors from selecting Assets from a site that they do not belong to?
The Asset selector on an Incident Template allows the requestors to view and select an Asset from any Sites. (this is part of the 'Requestors' details ). This means, a requestor associated with the London site, is able to see (and select) all the assets in Service Desk plus – including assets assigned to a different site (e.g. Tokyo). The form defaults to my requestors site (eg London) - but I don't appear to be able to hide other sites - or even hide the asset selector? Is there a way to prevent
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