Restore Change proces to default
Hi play around in the Change module and tried to adjust is to our processes. This wasn't very succesfull. Is there a way to restore the default setting/process flow in for Change workflow only? Cheerz.
SDP question about restores
I am working on setting up a test/dev database (in Linux), following the info in the FAQ. My backup has 2 data parts, part_1.data and part_2.data When I get to the point of executing ./restoreData.sh, do I need to execute that once for each of the 2 data parts, or only execute it once for part_1.data and it is smart enough to also process part_2.data? Thanks in advance!
Pass through
The first symptom is that we get the "authentication required" dialog box when navigating to the ServiceDesk Plus webpage. When we hit cancel, we are redirected to the login page.
Passthrough
Hi, My pass through is not working it gave me login page with username and password on it. Help me.
Active Directory
Can someone please explain how the Active Directory Scheduled Import works. Does it use the details that are in the OU structure that is completed when a manual 'Import Now' is used or does it use its own settings and, if so, what are these? thanks
error : error reading information on service servicedesk : no such device
I am trying to add servicedesk as a linux service by invoking this command; " # chkconfig --add servicedesk " as recommended, but unfortunately I am getting this error message: " error : error reading information on service servicedesk : no such device".... Please help me guys to go through this installation. Regards Phallo Mosola
HTTP Status 404 -/ The requested resource is not avalable
Hello. I am having a problem with a recent linux installation of SDP. I was trying to configure HTTP to HTTPS redirection (to secure traffic to/from SDP) by following the instructions here. (https://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl2) Prior to that I successfully changed the Web Server Port using the script /ManageEngine/ServiceDesk/bin/changeWebServerPort.sh The following was done. Stopped servicedesk with /etc/init.d/servicedesk stop Confirmed process ended,
AD import, not all users are showing up
A few days ago, i started from a fresh install (9046). All users are correctly imported from active directory (i see all the users in the system log from SDP) but in the requester list, some users are missing. I did the upgrade to the latest build ( 9100) but still the same problem. Anyone else with this problem? I already sent a mail to the manageengine support team. Regards
Import Requesters from Active Directory stopped working
The Import Requester from Active Directory stopped working. At first it was only giving us the User OU and not the rest of the OUs in our AD. I ran the following commands on the database delete from adousrelationinfo; delete from adorganizationalunits; and restarted to try and fix the issue. I am now getting the following error. I have tried multiple logins.
[API/Email] Adding another reply to ticket via API or Email
Hi, Im trying to integrate two seperate service desk systems - one ManageEngine ServiceDesk and another one (probably custom). The only way that I could gain this is via e-mail, but is not a problem for me to write some program in Java, which will fetch and parse incoming e-mail and put into servicedesk via API I need to achieve: - Same information on both systems in tickets (Priority, name, description) - Working replies (so when someone answer on MESD, system generates email and send to My questions:
Servicedesk Reporting By Service Category
Hi, I´m working with the CMDB in Servicedesk Plus and have made a good working Service Category with IT-Services containing relations etc. In the CMDB I´m able to see the signs if a Service is affected by Incidents, Problems or Changes. But how do I make a Custom Report to show how many Incidents, Problems or Changes are affecting a specific IT-Service? I am not able to find Service Category in the reporting module for Problems or Changes. I would like to “Group by” Service Categories for Problems
Service Desk - Technican / Hardware Specifications
In the install manual for ServiceDesk the hardware requirement chart tops out at 200 technicians. If my organization eventually adopt this tool for all functionality in IT, we would have closer to 400 technicians. First, can the tool comfortably support that number? Second, what hardware specifications would then be recommended at a 400 technician count?
Loaner Equipment in SDP
How are SDP admins handling loaner equipment within SDP asset module? Any suggestions are appreciated. Regards.
Making imported Active Directory user a Technician
Hi... I'm very new to Service Desk Plus. I'm currently trying to get it up and running. I've connected SDPlus to Active Directory and imported my users. Is it possible to take an imported user and automatically make them a technician? I'd like my technicians to use their AD credentials to login to SDPlus rather than using the Local Authentication. Thanks in advance for any help! :)
Line Breaks in Request Notes
Hello, I'm having an issue where line breaks are not showing up when I add notes: As you can see, the image is quite stretched; any help would be greatly appreciated. We are using: Your Version : 9.0 Build 9035
How to issue Purchase order for a subscribed service and manage it in Service Desk Plus?
Hello, I have tested the "Purchase" section for products and it works well for business needs. What is the way to handle a PO for subscribed service? I'll provide the scenario as follows: 1. We need to subscribe to a new Internet Service Provider. 2. I can issue the PO to the service provider through the Purchase section but that item will be recorded as a product rather than a renewable service. e.g. Dedicated Internet Connection charges = 4000 will be recorded as a product rather than a renewable
searchable combobox
we have thousand of site in our service desk..is there any way to make the site drop down searchable??
Backup Scheduling doesn't show backups
Hello to all, we have experencied a curious problem with SDP backup scheduling. We can see a finished backup on server but SDP doesn't show it on backup list. Do you know why? Is this backup correctly finished? Thanks in advance
Unable To Sort By Numeric Fields
Hi, We have one numeric field in the service desk, which contains a priority number given by the requester. We have a custom report that we use to display this priority list, but we seem to be able to sort our report by all fields except for this numeric field. Is this a bug that it isn't possible to sort / group by numeric fields? It doesn't appear in the group by or sort by list when creating the report. Regards,
Cannot edit Requester Name using edit button
In a request, using the "Edit" button found in the "requester Details" we are unable to update the requester fields. The text box changes to look editable but it is not possible to change the "Requester Name" in this field..
Difficulties customizing translations
Hey guys, The translation of SDP+ in Dutch is very poor. Possibly due to machine translation. I've started optimizing the translations in Dutch, but i encounter some incomplete or non-existing strings in the Dutch language in the Admin --> Translations module, specifically (what i noticed so far). The issue seems to occur mostly in the Purchasing module:
Mail Fetching stopped after problem processing email
Hi Folks, I experienced an issue when service desk plus was processing an email, the email caused the program to turn off mail fetching 1. Is there any way to investigate why the mail would have stopped the mail fetching? 2. Is there any way to set up automatic emails when the system has stopped mailing fetching? Version of servicedesk plus is 9045 Thanks, Cahal
Subcategory free text
Hello Team, Is there any future plans to edit the "Subcategory" with free text? I suggest if we can only allow it to the "Subcategory" field, once entered and hit enter, I get a pop-up window with all that applies for this "Subcategory" from Categories and Items, then I can choose the row that fits. Please let me know if you need more clarification... but I think this feature will really help everyone to achieve what they're looking for... Technician and Requester. Kind Regards, GS
ServiceDeskPlus Scheduled Domain scan wont pick up new machines
Hi Guys, We've noticed a recent trend with our new machines we've deployed. Some machines are picked up by the AssetExplorer Agent during our weekly automated Domain Scan, but others fail. The Windows image on these machine are deployed from a base image we use on all machines. The below example is from the aeagent.log file from one machine that reports (what I think) is a successful transfer back to or SDP server. [06/16/15][12:39:47][FileAccess.cpp][79][INFO][1772] ::Success in opening
Report
I need a query that would give me the average daily number of help desk tickets received and completed for the last 2 weeks. Please help. Thanks.
Difference between leave date in system and mail.
Dear all, I see strange issue with leave apply. For example I mark leave from 30.05 to 30.05 but other technician get information that I will be OoO from 06.05 to 08.05 and it touch each request that date in mail is the requested date - 1. Do you know what is the reason? Thank you in advance, BR Sebastian,
Performance problems
I ask assistance team ManageEngine because I'm having a lot of performance problems with the tool in the past three months. Already opened several called bad nothing effective was applied and the problem still persists , occurs when the tool draws to limit memory consumption grows slowly until seemingly restart the service. This is happening many times a day which is compromising not only the bad performance credibility tool . Currently we have about 45 technicians and more than 2000 requesting spread
Associate Multiple Components to an asset!
Dear, How can I associate multiple components to an asset, the way I assign multiple assets to a department or site?
Error with licence fresh install of CMDB Plugin
Hi! I installed CMDB plugin and whe i went to the tab in OpManager, it wouldn´t log in to the ServiceDesk instance (the user was empty and a long password appear). So I went to the service desk web (typing the SD port on the opmanager server) with default Administrator/administrator user, I created the same admin user in SD that the OpManager uses adn after that the CMDB Tab worked! When I was on the SD I noticed that the licence of the ServiceDesk was on trial mode, so I put the OpManager licence
Request submitted through email with CC and BCC
Hi, I was just curious about the default behavior of ServiceDesk Plus when dealing with requests that have been submitted and have CC or BCC included. In a particular case we ran into a request was submitted to ServiceDesk Plus via a BCC. So the email looked something like this From: One of our users To: some.external.email@externalemail.com Bcc: oursupportdesk@somedomain.com The request was received and processed by our ServiceDesk Plus without issue. Then it was reported that the original recipient
the issue of authentication
I have 2 domain, and I am using Active Directory Authentication Earlier when entering the login for authentication is automatically added domain. Now this does not happen and I have to manually select the domain from the list. Tell me how can I fix it? earlier now
Software Assett Grouping
We are running Service Desk Plus version 9.0 Build 9044 We have setup the asset scan agent and so our Asset database now has most of our PC's and all of their software. We have a large amount of software that isn't applications as such, but components of software suites. IE. Microsoft Office has a large number of sub-components that are picked up. How can I go about grouping these into the main suite, so that reporting on software installed on PC's only shows the products we would have paid a
Can a Technician change the template?
If a ticket has been created using the generic default template can a technician who is assigned the ticket get the option to choose the correct template? This would help if ihave customised all my templates . Example generic template used for applicaiton password reset. We then would look to apply the password reset template which has some additonal fields in it for the tech to select.
ServiceDesk Plus 9047 Released
Dear Users, SDP 9047 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9047 SD-59646 : Issue occurs in certain requests created via email, such as loss of hyperlink and loss of formatted text, which makes the description difficult to read. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha
Self Service Portal Details
Request The ability to manually send the Self Service Portal details to a user. Via Technician or Link on login page. (Obviously not on SSO) Reason. SDP is not published externally however external clients and customers will email in requests but do not require the email as they will not be able to access it. I have to use a junk filter stopping any external domain from getting ANY notification. (I really dislike the all or nothing or nature of this product but alas we're tied up in it.) User
Business rules action to set an asset
Hi, I can't find on business rules menu, the action to set an asset. It is possible to set an asset on business rules? Criteria of my rules will be come from e-mail CC. I can only find the actions below: SPD: 9.0 / MSSQL
Extend Service Request side box information
Dear Support, Is there an option to extend the contains of the side box information of the Service Request? By default we see "Status" and "Priority" in the yellow box. We would like to see the "technician group" and "technician" information also. Is it possible? Regards, Miki
Service Catalog Templates disappear after editing them
Hi i raised this issue a few months ago and the solution given to resolve was this below. Firstly as Admin i should not have to keep stop/starting the system every time i edit/tweak a template in the service catalog. As if i edit an existing work request template and save it and then refresh and go into the service catalog the updated template is not there. Only on doing the steps below does it reappear. Can a fix be found so that i dont keep having to do the following below! Connect to MYSQL Server
How to trigger submit for recommendation form
How can I trigger submit for recommendation form (sumbit for approval) within certain conditions automatically?
Show requester login in Requester Details
We have user witch login not like login in email. Examle: requester id : ivanov Email: seller1@company.com "Requester Details" shoud contain Requestor Id visible to servicedesk agents. Who we can do this?
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