Problem with mail conf
Hey, I download and install ManageEngine ServiceDesk Plus v9.0. I Made one installation of my fedora server and integrated with MySQL. I manage to configure mailbox for our service to and connect it in administration panel. Unfortunately I had reinstall my servicedesk to use postgresql database. After installation I have problem with conifugurating my mailbox. Strange because I use the same creditentials, I choose IMAPS and it gave me a notice That It can't find the proper certificate please set trusted/self
New ticket issue
Hello, we have SDP build 9035. When we creating new ticket and english-named requester, everything is OK. But if username is in cyrillic, we have alert "requester name does not exist. do you wish to add new?" and no matter that requester was imported already. Also, we lost body of ticket, only subject is remaning. How can we fix that?
Zoho Reports in servicesdesk plus licence details ?
In Service desk when we integrate service desk with ZOHO REPORTS module is it free.In zoho reports 2 technican are free can I use the same to start with Zoho reports .
How to get notified about changes in request
Hello, I would like to integrate ServiceDeck Plus with my program using its api. I need to get notified about every change in status of request. I saw that there exists callbackUrl, but without any description and as I understood it calls back only when request is closed. How to catch ServiceDesk events on status change in request through api? And I would like to get previos data of request and changed too. Thanks.
Install Service Desk Plus With MSSQL 2012 Server
You can Help Me, you can tell me if is possible install Service Desk Plus with Window 2012 Server Standard and SQL Server 2012 With SP1. Thank you for your respond. Regards.
After update and service pack 6 cannot start application
Urgent problem, as Servipack cannot be uninstalled (have tried to call the support number, no agents available) Same problem as other post with simiar topic (no solution), also as topic "The ServiceDesk startup hanging at "Application layer started.........................."" Included is the wrapper.log, as this was asked for in the other topics/posts. Best Regards Jan
Reports problem
I have problem with the reports in new version build number 9035 when i want to create any report this message shown to me HTTP Status 500 type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception
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:178)
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)
$ticketowner in SLA setup
I am configuring SLAs, and wondered who is the $ticketowner? I looked through support docs and forums, and at some point it seems to be the person that created the ticket (in which case email fetching would create who as ticketowner?) and at another it seemed to be the assigned technician (which would be perfect for me). Can you clarify who this is in the context of SLA notification? Thanks Diana
Large Servicedesk MS SQL log
Hi I have a question. Why is my MS SQL log file for our Servicedesk larger then the database is self? The database uses about 180MB and the Log about 1GB of storage. Is there something wrong with the setup or? Regards Martin
Requester Portal Service Request removal
Is there a way to remove the ability to create a service request from the requester's portal? Specifically, I would like the portal to only have the option of "Report an Issue" when a requester logs in. This will greatly simplify the way we wish our users to use the portal. Thank you.
Work Log report for Tasks
I am trying to create a report of time spent on project tasks vs. the task estimate. If I create a Custom Reports and go to the Time Spent module, it is only for request, not tasks. If I go to the Task module, there is no time spent information. Here are the columns I'd like to see in the report: Task ID Title Milestone Title Owner Percentage of Completion Task status Time spent on the task to date (Worklog total) I'd also like to filter by Project name. Can anyone help with the query? Thanks. --Steve
Advanced filtering for default numeric or decimal values
Hi, How can we do an Advanced filter for default values in numeric or decimal Additional fields? Thanks in advance, ARitz.
Data Migration
Is there any way to export all the data from one install of Service desk to be Imported \ Restored in another ?? Reason: we are running enterprise ( Eval ) now but we are considering moving to professional as it fits our needs better now. I need to confirm that this data is secure and can be used going forward.
Export requests to other server Service Desk
how to export requests from one server with Service Desk to another server Service Desk? Database is MSSQL.
Yazılım lisanslarında döküman ekleme hatası
After 9031 and 9034 versions , including a license inventory to document attempted by adding , to give an error message like the following picture . My wish to be fixed in the new version .
Project Management
What ROLE does the Technician have to have in order to create a project? ie. SDAccountAdmin?
Can each site have its own survey settings?
Is it possible to use different survey messages for each site?
Service Level Agreement (SLA) Change Priority Resets SLA
Hi, We are trying to setup our SLA rules and notifications. In the case of a low priority ticket that fails its SLA rule, we want to re-prioritize the ticket to a normal priority. However, when we do that, the SLA is also changes to the Normal priority SLA and it shows that the ticket is not failing the SLA. From a performance reporting perspective, the ticket failed the SLA when it didn't meet the low priority SLA, Is it possible to re-prioritize the ticket without changing the SLA violation?
Pb in email on outlook express
When we use service desk to reply to customer . The format of the mail goes for toss . The lines are separated by two lines . Unable to slow can anyone guide or help.
Mail sending not work
Hi! I have a problem about SMTP relaying in my infrastructure. I allow the ServiceDesk server internal ip address to relay through my exchange server. I also set the SMTP settings on the WEB UI at administration / mail server settings. When I try to send mail from a ticket I get an error immediately on the form that cannot send mail and I also see it on the support / logs but no specified information can viewed except the following message: "Exception while trying to send notification for Request
Add either a Servlet API method or Email command to all for the creation of Change tickets
We have automated processes that we would like to leverage allowing the automatic creation of Change tickets in Manage Engine. Ideally this would be accomplished either via a new Servlet API method or Email command.
Solution keyword query
Hi, Am I right in thinking that when creating keywords in a solution that this should then be picked up on the search solutions? For example if I type "Mood" in as a keyword when I create the solution, when I then go to search solutions and enter "mood" in the field. I would of thought that this would search the keywords as well? Otherwise I don't see the point of the keywords in a solution? Eddy H
Category Tree Suggestions
Hi, I know this is a general question, and 1 solution does not fit all, but does anyone have a good category structure that can be used to enhance the out the box one? Thanks
Ticket/Request should not be closed or delete without assigning to the technician
Hi All, I have one requirement. I am based on IT group. I am able to view all IT related tickets/request. My requirement is "Without assigning to technician, any ticket should not be closed/delete. Basically I need restriction". Any Idea.. Please share
Servicedesk Plus Requests Rendering display in IE, Firefox
Just updated to 9035 - is anyone else getting flickering in the request tab as they move the mouse over each entry - only just started happening and it's quite annoying. For me it stopped when I used Chrome, but Chrome isn't available to other staff. we restrict to Firefox or IE 8. will there be a fix for this?
Customize the Self Service Portal
I'd like to show the number of open requests on the self service portal. So the users can get an idea of our workload. Can it be done?
Reports
Hi, I´m new in ServiceDesk Plus and I wanna generate some reports using the new query report button. I have a few question: What is the name of the tables in ServiceDesk Plus database where I can find the technicians, categories, subcategories, requesters? There´s a documentation that can help me to know the ServiceDesk Plus database? What is the query to associate categories and subcategories? Best Regards
MS SQL triggers
Is anyone use MS SQL trigger to extend functionality? I found not enough functionality of "Business Rules" and would like to use Native MS SQL triggers to update some fileds As example: Analyze some words in Subject and update Subject to other words, update Priority, Impact, etc. What I'm interesting if only one table should be updated or there cascade of tables? Dmitry
reports exported to Excel
All exported reports to Excell file are exported to old Excel format .XLS, can you upgrade this feature and start exporting to new Excel file format .XLSX? this old .XLS format has serious limitation, there is only 65535 rows per sheet. So, long reports are split into multiple sheets which is not very convenient when you need to copy and paste the data :) /mar
Overriding Business Rule's Technician Assignment?
Curious if it's possible to do this. I have a group of 3 techs that support one of our systems. I have a business rule set so that if a ticket comes in with a particular sub-category, it puts the ticket in that group, which then apparently does a round-robin assignment to one of those techs. Today's problem is that another tech (outside that group) created a ticket and chose a specific technician, one of that group, to assign it to. However, the business rule appears to have taken precedence,
Additional Email tags
Please forgive me if this information is already available somewhere else. I am looking to include fields into emails that are not listed in the selector. EG: in the close email, I want to include the closing comment entered by the person who closed the request. Another EG: when a request is updated, there is a reason for update field, so I would like to include that in the notification email, but it is unavailable to add. One final EG: I would like to add request History to Notifications, so
Disable comments in Requests
Hello, I want to disable comments in requests. How can I do this?
Problem
Hi Dears I have problem with the reports in new version build number 8216 when i want to creat report this message shown to me : "error while fetching ajax response Cannot read property document of undefined " how i can solve this problem?
Business Rule applies one action but not the other
We have recently install SDP and are currently building it before migrating over to it from Spiceworks. We have built a Business Rule to capture all E-mail generated requests and set the priority and group of the request. The Priority is set OK, but the Group is not. I can manually set the Group to the desired one, immediately after the request has generated, but the Business Rule does not apply the group. Has anyone come across the behaviour before?
Adding "?" as value to custom "Incident Area" field caused display error
The values within a custom "incident area" field were "n/a" - the technician attempted to change the value to "?". The tech then returned to the '/WOListView.do' page and the list of request IDs was blank. Using any filter (e.g. "All Requests"), the same result (see attached) This only affected the technician that made the change. When loading a single request ID - /WorkOrder.do?woMode=viewWO&woID=71961, it works fine. I have since changed the value back on these requests but with no luck. Can you
How to install a new wildcard PFX certificate?
Hi Guys, I would like to install a new wildcard certificate into MangedEngin Supportdesk Plus. I've followed the following document: http://www.manageengine.com/products/support-center/ManageEngine_SupportCenterPlus_7.9_Help_InstallationGuide.pdf ( titel: Installing a PFX ). But when I restart the service as given in the Document, the managedengine supportdesk tool will fail See error: STATUS | wrapperm | 2015/02/13 15:00:40 | ManageEngine SupportCenter Plus started. INFO | 1 | 2015/02/13 15:00:45
Assign request by reply
Hi! How can i assign new request to technician, who reply at ticket? For example, technician open new unassigned ticket, and make reply to requestor. And ticket autoassigned to that technician. Is it possible?
Scheduled reports with customized header
Hello! I want to add a week number to my header in the email containing the scheduled report. Is that possible? I cant find any information about this on Google ot this support forum. Kind regards Jens
Automated message to chase user when call status is awaiting user response
This was a feature that I found very useful at my previous job. It chases up the user and a few times and if they still don't respond then the call gets closed. A lot of users seem to just create requests and if the issue resolves itself then they don't respond. I had a look at notifications but there doesn't seem to be anything that fits the criteria. I guess that I should mention that we have version 9.0 build 9003. Also, it would be very useful if the request automatically changed status to open
Cannot reinstall ServiceDesk
Hello all, I am trying to reinstall the ServiceDesk (windows 2008 r2 sp1 and sql express 2008) ... without success. Basically I do all the installation part (selecting MSSQL) and when I try to just simply start the service... it does not start. Can you help me out ? Thanks.
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