Additional Field for retrieving Information.
Hi all, Please assist, Is there a possibility to add additional field for incident template like "Something" and "Something" and fill it with information from CSV and auto fill it like Requester Name Field does.
Backup schedule problem
Hi there, this is my first post in this forum and I can't find a similar one. So let's try it. Two weeks ago we had the problem, that in the Backup schedule the backups have been shown as Error and the files couldn't be found. And obviously the backups failed. So we started them manually but that didn't solve the problem. Then we restarted the system and created a new backup schedule. This one is now working and backups are created in the specified folder.But although we specified to keep backups
Purchase Order items is blank
Hi, since we updated to version 9 we have some issues with POs. Sometimes they items just disappear from the display. The subtotal, everything it's just gone. But when we go to receive items, they items are listed in there. See attached.
Asset Disposal Report
I have a report below which contains details of assets that have been disposed. I would however like to amend this report so that it only shows assets which were disposed of 'last month'. Can anyone help please? Thanks Darren SELECT productType.COMPONENTTYPENAME "Product Type",resource.RESOURCENAME "Asset Name",product.COMPONENTNAME "Product",productType.COMPONENTTYPENAME "Product Type",aao.NAME "Vendor Name",state.DISPLAYSTATE "Asset State",rtype.TYPE "Asset Type",rCategory.CATEGORY "Asset Category",resource.SERIALNO
Request log vs incident log
We are currently evaluating ServiceDesk Plus Standard edition, and I have a question that I have not been able to resolve by looking through the forums etc. on the web page. When I log in as an administrator, at the top left of the screen I see the drop down “Incident catalog”. This dropdown shows service categories and then incident templates within those. I created a new service category and associated a template to it, and sure enough, it appeared in the drop down. However, if I log in as a requester,
Problem importing user into ad, generating heavy traffic against AD server
So every since patching to 9033 the logs in SDP are being filled with the following: [13:00:04:145]|[01-22-2015]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[46]|: ****************************| [13:00:04:145]|[01-22-2015]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[46]|: Going to Get Object : LBrotzel| [13:00:04:145]|[01-22-2015]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[46]|: Getting userProp value| [13:00:04:255]|[01-22-2015]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[46]|:
Need Support Rep to OWN ticket
How do I go about, either getting all actions from a support rep, or have that rep own the ticket from start to finish - even though others might work on the ticket? Another question, how might I do a query for all actions/notes from a support rep - so I can tell how much work a rep did?
Send Request with Screenshots through REST API
Hi, I need to build a web application for our user to send SD request via API. In the SD web site the description of request can support rich text and embedded images. If the request is sent through API, is it possible to support screenshots and formatted text? If it is not supported is there any work around for this? Thanks. Regards Steven
Unique Additional Fields for Incidents
I was wondering if it was possible to make additional field for all Incidents unique so that if there is already a request that has a field, for example: order number, it will not let another request to be placed. Also, is there a way to make the Emails IDs to Notify on Incident Templates to be pre filled with a default email address? Thanks
Throttle Discovery Packets
Is there any to throttle the number of packets sent out during Network Discovery, etc? I have discovery configured for once a day, when the discovery runs I get a Huge Spike in network utilization, and a large percentage of the devices fail the scan with "General failure while performing the operation", however if I manually scan them they work fine. it is not consistent which devices fail the discovery so I am assuming that some of the traffic is getting dropped, and throttling the discovery to
Can't login as local administrator
After updating to 9033, i'm unable to login as local administrator. All AD account work good, but i have the only one acoount with SDAdmin role - 'administrator'. I did everything from http://www.manageengine.com/products/service-desk/faq-admin-modules.html#AdminUser13 end when i run last queri, cmd return me " UPDATE 1". Thats all. What should i do?
insert worklog blocked when request is closed
It's possible to block insert time in worklog request when the request is already closed?
ServiceDesk Plus 9028 Released
Dear Users, ServiceDesk Plus 9028 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9028 SDF-57361 : SDP - Zoho Reports Integration: Zoho Reports is an online reporting and business intelligence service that helps you easily analyze your business data, create insightful reports and dashboards for informed decision making. Its part of the Zoho online business suite with
Custom Reports - Page Break?
Hi, Quick qu, is it possible to put page breaks into your custom reports at all? For example if I wanted to have each technicians issues begin on a new page. Can this be done within the custom report wizard as I can't find any option to? It would be very useful as users have requested it. Thanks in advance, Jon.
Mail configuration using the certificate
Hi all! I need to set up mail with three certificates : personal, root and external. Personal certificate every time when connect to the server requires authentication . How to do it ? Personal certificate was imported in system, but i do not know how settings to authentication every time to connect. Thanks. P.s. sorry sorry for my english. (I from Belarus)
User - Customer Name
Hello, I am creating a new customer in the new ManageEngine. There was an option called Requester - Additional Field In here was an option called Company Name, then you could add the Company name in. I don't seem to be able to find the option Company Name anymore, but the field company does appear if you wish to create a template or in the reports. Any ideas where it is please.
Git integration
Hi, We use git for software change management. Is there any modules that integration ServiceDesk Plus and git? I'd love if the checked in changes from git auto create at change for a single point of tracking. Thoughts? --Mark.
Prevent Requester from viewing Assets not assigned to them
Is there a way to prevent a requester from being able to view and select from "all assets" when they create a ticket?
How can i rebuild the database
I've been testing ServiceDesk Plus and thought that I would re-install the system completely in order to fix some errors I made during my initial setup, however, it appears that the database did not re-create properly, all the tables are present but there is no accounts to use etc so i am unable to login and begin configuring everything. Can anyone tell me if there is a way to force a database rebuild to reset the database back to default "just installed" mode? I'm using a MSSQL server if that should
Disabled Local Authentication
I disabled local authentication and now I can't login as administrator or any technicians. I see instructions for fixing this with MySQL, but I have PGSQL. What is the command to fix this? Thank you!
SDPCrash-OutOfMemoryError upon start, continuous restart
Dears, We've rolled out the scan script on our workstation recently (around 600 Workstations) and this seems to have caused resource exhaustion on SDP, hence we've been getting the SDPCrash-OutOfMemoryError issue. I've tried to fine tune the heap size in the wrapper.conf file to a maximum where I wouldn't get the "Could not reserve enough space for object heap" and I reached the values 512 and 1432, but still the out of memory occurs. What should we do now? this is really getting frustrating. Enclosed
Service Desk Pro Database Migration
I installed Service Desk Pro with the default database that come with the product, we now want to migrate to SQL is there an out line that covers this process?
Android app support?
Hello, I just moved my company over to ServiceDesk Plus. My question is why has the Android app for SDP not had an update since 2013 and the SDP on-demand was updated January 23 2015? Has the SDP Android app been abandoned? Thanks
Problem with move onhold status to open status
Dear Sir. I do have problem with moving onhold status to open status scenery. I have made template Categories request as service catalog and i did the workflow to approve the request from one technical so when the end of the user create new service request which i have already made the status should be onhold in tell the technical approved the request,so if the technical approved for the request the status should move to open. So i want to put the status be onhold by itself while the user create
Backup Fails when trying to upgrade to lastest update
I have upgraded many times and never had a problem, but today when I run backupdata.bat I see the following on the screen and no backup happens. c:\ManageEngine\ServiceDesk\bin>backupdata Starting.... java.io.FileNotFoundException: SDPbackup.log (Access is denied) at java.io.FileOutputStream.open(Native Method) at java.io.FileOutputStream.<init>(Unknown Source) at java.io.FileOutputStream.<init>(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.initBackup(SDBackUp.java:203)
Import from Active Directory stopped working
When trying to import users from Active Directory it stopped showing our AD OU tree and was just showing the Users OU. To try and fix that problem I ran the following commands on the database: delete from adousrelationinfo; delete from adorganizationalunits; I am now getting the attached error when trying to import users
Removing the video links from the portal page
Hello, Our company does not allow users to stream any video so I am wondering how I can remove the "Watch this Portal Usage Video" from the requester portal page? Thaks, Scott
Deleting canned dashboard widgets
Is there a way to delete the canned dashboard widgets so that I can display only the ones that are useful to my company?
giving different name for a scanned 2008 server
Hi there, As the subject name. Let's say I have a Windows Server 2008 with the computer name as: MAINSERVER.domain.com when scanned, as expected, the name will be listed as MAINSERVER.domain.com. Just wondering if we can label it differently? I want it to be called SERVER001 and maintain that name for future scan. I can edit the name without any issue, but when scanned the next time, it goes back to MAINSERVER.domain.com. This is the entry on my DNS serer: HOST - MAINSERVER - 10.0.1.11 I've tried
HTTP Status 500 after login
Hi, after loggin in with my admin credentials, i get the following error message: 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
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86)
org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1201)
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)
Service Fails to start
After making modifications suggested in taickets
Dashboard links generate NTLM failed redirecting to login page error
We are able to look at and view graphs on the dashboard with no problem. However, when we click on any of the links on the graphs on the dashboard page, we are taking to a page that has the error message "NTLM failed redirecting to login page " Once there, the page seems to just continually refresh every couple of seconds.
Community question: Do you use the SDP generated PO # or do you change it?
Hey all, We're new to SDP and started backfilling older invoices into the purchasing module to create and reconcile our assets for tracking. I've been leaving the SDP generated sequential PO # and then using the PO Name field to enter vendors' invoice numbers or, in the case of Apple, receipt numbers (R29646... etc). I was curious what others were doing i.e.; are you using the PO Name field as a descriptive field describing the order, etc.
Incident Additional Fields Business Rule Assign
Hello, I created two Incident - Additional Fields called Building and Support Type. The buildings pick list has High School and Middle School. The support types pick list has Custodial Support and IT Support. I created a Business Rule that says if the Building is High School and the Support Type is IT Support then Assign the ticket to "John Doe". For some reason I am unable to assign any tickets unless I create a Category and assign it that way. I would use Category if there was a way to assign a
Email Notification for close jobs does not work.
HI, Don't know if anyone can help, its a strange one. When I submit a request to helpdesk it replies with an automated response which is great. However when a job is closed it does not email back saying what the resolution is. I have the template created and it is save in the notification settings. I have checked filters etc and its not being blocked. There is also nothing in the logs I can see. Its obviously not the send settings as I get the auto response when a ticket is created. Any ideas. Thanks
iOS App - Login Failed
Can the iphone / ipad app be used in a servicedesk environment where we are using both AD authentication and the pass through authentication? We have the app installed and pointed at our servicedesk server, however when we try to login in using our AD username and password we get the error message that the login failed.
Service fails
After making changes suggested in ticket 7184017 and 7184110 I get the following error in the event log, please advise Log Name: System Source: Service Control Manager Date: 1/29/2015 11:50:03 AM Event ID: 7024 Task Category: None Level: Error Keywords: Classic User: N/A Computer: nysdp.milbank.local Description: The ManageEngine ServiceDesk Plus service terminated with the following service-specific error: Incorrect function. Event Xml: <Event
Escalation/Repeate Notification for Upicked Tickets
Hey guys, I'm still a little new at the SD stuff but does anyone know how to do escalation and or repeat notification with unpicked tickets? For example, I may set notification for 1 hour if a ticket is unpicked then send an email to people's A,B,C and D. I then want an email or sms to go out saying if after 3 hours its still unpicked or perhaps just escalate to person X. Whichever is possible. Any Ideas? I've surfed through it quite a bit but haven't been able to figure how to do this. Thanks for
HTTPS
I opened a ticket to redirect traffic over port 443. The Ticket # is 7184017, after executing steps 1 and 2 I try to connect from a browser I get a page cannot be displayed error.
SQL Migration
I opened a ticket for migrating my local database to SQL, the ticket # is 7184110. Currently our SQL servers are configured for Domain Authentication. I when I attempt to connect to the SQL server I get the message "connection failed" . I was sent a workaround which is outlined in the ticket, however it does not work, can someone please assist.
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