API100 Operation not allowed. Authorization failed
Hi All, when I want to import my users from my AD with "manage engine service desk plus" software, I can't and I can read this : API Exception got : <?xml version="1.0" encoding="UTF-8"?><ZohoAPIError><error code="API100" message="Operation not allowed. Authorization failed"/></ZohoAPIError> I provided my admin account to the login detail and domain admin for the LDAP, I can see my users but the import failed. thanks.
Access Rights (Roles)
Dear Support, I added Closing of ticket under "Edit" on roles and the technician were able to close the ticket. However he is also able to modify the request template used. the category and other fields. it should not work that way since I only allow the technician to close the ticket. There should be a way also to allow technician to only edit some of the fields but not all. because if our tracking and distribution team already set the template, category and other fields. we don't want the technician
SDF-34264 Filter Dashboard by technician group
We have recently started to make use of the Dashboard, but have only been able to do so by setting all requests, changes and problems for a particular technician group to a "virtual" site we created for this purpose. This is not something we can do for the groups for whom site is important, and obviously is not the best solution - we really need to be able to filter the Dashboard by technician group in order to better manage our workloads. Looking back through the history of this request, which
SDP Change Module - Lock Down Change Request's once Change Manager has approved.
We are Users of ServiceDesk Plus version 9.0 Build 9039 We are having an issue with our Change Module and the ability for our Technicians to still be able to add tasks once the Change is approved. We need to somehow lock the Change Request down. We still need to provide the ability for the SDP Technician (Change Requestor) to be able to update the Planning and Implementation tabs, in addition too be able to move the Change down the line to the Line Manager, for acceptance, and then to the business
Delete Parnet Type of Asset
Hi Dears I make a CI Type and then Choose Parent Type for my CI.as now i want to delete its parent and choose no parent for this CI. how i can bring this CI to the root?? there is just choose another CI as a parent type but i dont want it. Please help me im using sdp version 8.2,also i test it in the 9.1 but doesnt work. Thanx Dears
Service desk fails to start after servicepack
I am upgrading servicedesk from 9002 to the current version which requires 3 servicepacks to be installed. 9048 successfully installed and started servicedesk. when I installed ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0 the server is failing to start. This is a live system. Anyone with any information please revert ASAP. Thanks
Service Catalog: Using Fields
Can someone explain when we should use Service Fields (i.e., Add New Field) versus Add Resource. I need to thoughtfully deploy self service through the portal, but I don't want to deploy only to find out I should have used one method versus the other. Does ManageEngine have some scenarios or use cases for using one versus the other? For Example: Thinking of both Service Fields and Add Resource fields, 1. Can the fields be accessed in other parts of SDP through variabled? 2. Are all fields available
Can Network Scan and Windows Domain Scans be scheduled?
The interface and documentation on how this works is difficult to understand. As I can see there are 4 different kinds of scans Active Directory User Import Periodic intervals against AD. What kind of periodic intervals? Network Scan Used to scan subnets for devices Appears you can manually run this No clue how to schedule them to run automatically Windows Domain Scans Workstations are fetched from Active Directory and then scanned Appears you can manually run this No clue how to schedule them to
License Renewal Question
Hi, We are currently using the (Free) Standard version of SDP, which has been working very well for us. When I log in as Administrator, I am now receiving a warning that the license will expire in 23 days, together with a yellow "Renew" button, which I have pressed. The resulting form has been pre-populated with License Id, Customer Id, Email and CompanyName, and is also asking me for "Number of Technicians", "Number of Nodes" and "Add-Ons" with check-boxes for "RoboTech" and "Multi-Language". The
Customized Report
Could some one kindly help in providing a query to generate a report containing the following fields: Request ID Subject Description Resolution Time of first assignment to a technician Time of first reply by the technician First reply sent by the technician From date x to date y The DB is PGSQL and the build is 9.0 Build 9035
Export as PDF --> shows login page instead of GANTT
Dear SDP Team, I've noticed the Export to PDF function within the projects module does generate a PDF as it supposed to, but the PDF always shows me a part of the login page, and never the GANTT itself as it should. Sometimes though, it does generate the GANTT as a PDF on a second click... so the function does not seem to work reliably. I've tried in Firefox, Chrome and IE. And i'm on 9100 Enterprise.
Empty Solutions assigned automatically when ticket is opened
Hello everyone, I got a problem that start happening Yesterday. Every time that a new ticket is opened, it add by itself a empty solution, causing the technician Always to click on Edit button, instead of typing it right away... Please see the attachments! How I may solve it? I have take a look into the template, but there is nothing on Solutions field. Thanks in advance!
ServiceDesk Asset Scan on Windows 10 Client and Upgrade Question
I have a Windows 10 test client. I have this system in my Assets and it is auto-scanned with all other systems nightly. This is an Intel NUC system, one of two that I have. The other is running Windows 8, and scans without any problems. The attached image shows how the Manufacturer, Model, and Service Tag fields look after a scan. I manually populate these fields on my systems. For this system, it changes to these fields to these odd "y" characters. If I changed these characters to reflect what
Migration Issue from MySQL to MSSQL
Hi All, I am trying to move between MySQL and MSSQL and am getting the following error Extracting backup file.... Please wait extracting backup file Please wait extracting backup file *************************************************************.\backup_info.xml Backpup data : Tue Aug 04 15:03:31 BST 2015 Database name : servicedesk Total Tables : 1403 Database Server : mysql Build Number : 9105 ************************************************************* Active
REST API edit "succeeds" without changing anything
I'm sending an EDIT_REQUEST request with the following INPUT_DATA: <Operation><Details> <parameter>Technician</parameter> <value>[technician name here]</value> </Details></Operation> I get the following response: <?xml version="1.0" encoding="UTF-8" standalone="no"?> <API version="1.0"> <response> <operation name="EDIT_REQUEST"> <result> <statuscode>200</statuscode> <status>Success</status> <message>Request 92562 successfully edited</message> </result> </operation> </response> </API> Then, I check
Still getting duplicate users / requesters
HI everyone, After updating to 8002, we are still getting new requesters duplicated when a ticket comes in. Each time we delete a duplicate requester, when the user submits another ticket, it just creates a new one with no login and no domain or any other information. The original requester is still there too. I also noticed service desk keeps picking up our domain name as a new domain. We've always had it setup as its' netbios name, "domain1". The full name being "domain.com". That one is still
Can we add a new stage in Change Module?
Can we add a new stage in Change Module?
Requester Notification
Hi, I would just like to ask if there is a way to notify the requester when a task is completed? Hoping for your positive response. Thanks! Geraldine Legaspi
Login Issues
Hi, The administrator/administrator login and password do not work. How do you reset them? Thanks!
Requestor cant see New Change option
A requestor does not have an option for a new change, no Quick Actions drop down either. Technicians can see them. Is there an option to turn on? Version 9.0 Build 9023, PGSQL.
Alert group members when request is closed
I would like a notification that will alert group members (or speicific group members) that a request within their group has been closed. Is there a way to do this?
Add a “Place on Hold” option under “Actions” dropdown in requests view
Good day, Please add a “Place on Hold” option under “Actions” drop-down in requests view. This would make it easy to place multiple requests on hold. Kind Regards Renier
ArrayIndex Exception error
Hi Guys, I tried search but it's not working. Just today we had a few emails that didn't create tickets automatically. From the logs it says: ---------------------------------------------------------- System Log Message : ArrayIndex Exception Module: MAIL_FETCHING sub module: - type: Error Probable Cause: Mail count mismatch while processing mails in ServiceDesk application. Possible reason : More than one application might be pointing to same mail box for mail processing. Please check if any test
Ticket report
Dear All, how can i get below report Avarege ticket open time per techincation? Technication effort time? thank you
Monitor the number of threads used, handles opened, I/O reads and writes for each process in a machine using the Manage Engine Application Manager
Hello I am new to the Manage Engine - Application Manager utility. I want to monitor the different processes running on a windows server. And for each of these processes I want to monitor the following attributes: 1. Threads = how many threads each process is running (or owned) 2. Handles = how many files, sockets etc are currently opened by each process. 3. I/O Reads and Writes = input and output to other devices (disk, cpu etc) on the system. I was already able to monitor the memory, CPU utilized
How to report on Changes affecting Service Categories
How can we show all changes that pertain to a specific service? We don't see the option to filter by Service Category (or services affected). We actually have a CAB meeting. How can we show all items that are to be reviewed by a CAB? Thanks, Adam
How to generate a report from resource of service catalog?
Hi I want to generate report by resource of service catalog that user selected?
Users - App for Android
Hi Team, Because access to functionality for users with App for Android, is not accessible. The user can generate Appi Access. Is only possible access technical role. I have opened the case Portal ServiceDesk Plus , I have no answer . Id. : 7273315 - App Movil, bad service I await your response Ruben Caballero
Business Rule - Remove Technician
We have a variety of request types that do not take specific contextual knowledge to complete. For these types of requests I would like to have the technician automatically removed if a requester reply reopens the request. Is there any form of business rule or technician auto-assign that will remove rather than assign a technician?
error log gets very large - ad import
Hi, I've been experiencing this error where the error log gets very large and dumped with repeated errors relating to AD import, which is scheduled daily. I've attached a serverout log
Is it possible insert .pdf file in description of request?
Hello everybody. Is it possible insert .pdf file in description of request? Allowed file types is gif, jpg, bmp, png. How to add pdf to supported formats?
Edit Closed Purchase Order
There should be a way to edit closed Purchase Order (At least some of the UDF's) - I use some of the UDF for categorization and need to fix it up later occasionally. Another issue is I have accidentally closed Purchase Orders and need to reopen them to finish putting in invoices and payments.
Tech Auto-Assign - Skip
Can we have an option to skip a tech from the auto-assign when they are not available? We have 5 tech's and if someone is off or working a half day I have to go in and manfully edit the auto-assign settings each time. I don't want to use the backup-tech option because this if we are down 1 tech and I send one of the remaining 4 as the backup tech then that person is now getting double the amount of tickets then the other 3 techs. Thank you Marcus IT Support Manager
End User approval of change ticket
I want for an end user to be able to approve a change ticket that is in the 'Reviewed' stage. What I have so far: I have changed the 'Reviewer' role so that any user can be selected as the reviewer of the change ticket. Created a test ticket and put in the 'Reviewed' stage. End user gets notification email stating a ticket is awaiting their review. There is no indication in their web portal that there is a ticket 'Awaiting Approval'. When the 'non login' link is clicked the user gets the error
Python - API
Hi, In SDP 9102 there's a pyhton language using HTTp for rquest example. But the example is about CI relationships. Can I use this same example to add request?? If yes, i know that i need to change the TECHNICIAN_KEY and URL to http://localhost:8080/sdpapi/request/. Anything else to change? SDP 9.1 BUILD 9102 MSSQL
Dashboard: Request by Group
In the Dashboard I would like to be able to view the number of request by group. Right now I have a group for IT Support - General(Level 1 guys) IT Support - Network IT Support - Server IT Support - Application Dev If we could view # of request by group then I could have a better Idea on how many tickets are in each groups queue.
please
i need outlook webmail username and passworl
Auto create tasks under on creation of request
I want to create tasks under request with the specific words in it, for example, i want to re-install system, if re-install is available in the request subject it should create tasks such as install windows, install drivers, install applications etc.
Update failing
Updating from 9040 -> 9048, I encounter the following error: I can verify that the ManageEngine ServiceDeskPlus service is halted.. What else do I need to do? FYI: The server also runs OpManager. Thanks
Assign asset to based on custom AD attribute?
Hi all, Is it possible automatically to assign a computer asset to a user based on a custom AD attribute? for example if we create a custom attribute called Owner in AD. could we use that to auto assign in SDP? Ronnie
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