ManageEngine ServiceDesk does not started
ManageEngine ServiceDesk does not start. Run stops at "Application Layer started". After that, one can see only the dots. Operation System : Microsoft Windows 2008 R2, started on VmWare ESXi5.1.
How to improve performance in SDP 32 Bit installation
Hi, I am on current build of SDP but Java is using more then 55% of memory, So how to improve performance in this installation
Search for software title
I might be missing something obvious but if I need to search for a software title, or part of the title, how do I do that in ServiceDesk? We have Desktop Central feeding ServiceDesk if that matters. I tried selecting 'Software' on the left side, but that seems to search from Managed software only.
Teamviewer remote control with $ variable
Hi, My command is \\server\tv8\teamviewer.exe -i $TVID The TVID is a workstation additional field named TVID. But it fills in $TVID instead of the number.
How to delete Support Groups assigned to other sites
Hi, Recently I was merging two support groups into one using a query provided by one of the ME technicians, and I have noticed that on our system we have plenty of unused support groups. We have about 200+ sites and pretty much each site has got duplicate support groups assigned to each one, but to be honest we don't use sites to distinguish Support groups, SLAs, Working Hours, etc. We only need the sites for delivery addresses in PO system. Our support groups are not assigned to any sites therefore
Requests delegated to 3rd Parties
Hi folks, I'm looking for advice as to how to handle 3rd-party escalations for tickets. Often, our Service Desk will need to forward a ticket to a 3rd-Party that isn't part of our Service Desk system, per se. The immediate thought is to put the ticket into an OnHold status with a note stating as such. Would people recommend using the Schedule Status Change for the SLA response time for the 3rd-Party? Is it possible to be "alerted" when this status changes, or does it just go back into the queue.
Sending Email
I can send email to users inside our domain but I cannot send email outside of our domain so email to xxx@mydomain.com works but email to xxx@gmail.com fails I get an error EmailFailed to send invalid address xxx@gmail.com Any Ideas this work fine a few days ago now it no longer works. Any ideas Thanks Stan
SPAM in SDP+
I've got a BUG in spam filter If I create a rule SENDER IS NOT abc@domain.com This filter will work in all incoming mail. How can I allow only emils from a white list domain (ex. my company only)
ServiceDesk PLus is not starting
Dear, I did an update of the SDP on 08/01/2015. On 12/01/2015 around 23:00 SDP stopted working. After reboot of the server it still not starting. If I try to run 'run.bat' in a dos-box I get this message. "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\..
coupons for quick support
We'd like to have an option to give a coupon code for a quick support. So user can write this coupon on request with low SLA and get a high SLA
Probelm associating a license to a different Software Name
Hi, I am working on associating a license into the managed software that were scanned. My Problem is this. We purchased Adobe Acrobat X Pro Volume license for 3 users. All are have been installed and about to associate it to the list of installed workstation but I can't associate the other two license because the Software names is different. One is "Adobe Acrobat X Pro" and the other two is "Adobe Acrobat X Pro - English, Français, Deutsch" How can we resolve this issue? Best Regards, DM
Sort order on Report
How di I make the sort order reverse on a report?
Migrating to SQL Server - SA Password Fail
I am trying to migrate from POSTGRE to SQL Server 2012 Express. I have the server set up in mixed mode with a valid sa account and password. I can log on to the instance with no problems using Management Studio using the sa details, however when running the changedb batch file for servicedesk it refuses to accept the sa username and password I set up an sql2008r2 instance as well - same issue. Have copied and pasted the password from notepad after successfully testing with SQL management studio
how to add permissions to 2 users to view requests
We've received a request from a user, he ask us to add permissions to him and one more use from his site\department, so they can view each other requests registred in SDP+ How can I do this?
DISASTER RECOVERY - Restoring from back up
hi, i was trying to simulate a disaster recovery by restoring a back up of the entire database to another server. unfortunately i was stuck at "application layer........" Please help. Attached is the restoration of back up script. Thanks.
Upgrade to new server
We are currently running SD 8211 on a Windows 2003\SQL2005 box and are looking to upgrade the entire environment to 9033 on Windows Server 2012\SQL 2008. We are also looking at changing the domain that the server sits on. I was thinking that the best approach is: Build the new server on the new domain Load SD 9033 and create the database on the new SQL 2008 server (it is a seperate server) Test the new instance, then step through the migration on the old server. Once the old server is up to date,
Ubuntu 14.04 ServiceDeskPlus 9032 - Wont start after restore
Hi, Not urgent or important at all, I'm only testing for now. I have installed ServiceDesk Plus on Ubuntu, 14.04. Default install worked fine and I could logon and access the web console. I then restored a backup file, and now the server won't start and I'd be interested in seeing what BASIC troubleshooting I should do: ==> What log file do I need to look at? ===> boot.log under /ManageEngine/ServiceDesk/server/default/log reads like this ONLY: 14:14:27,020 INFO [Server] Starting JBoss (MX MicroKernel)...
Back up and restoring to another server failed
hi, i was simulating a back up and restore from one server to another.. but apparently the restoration of the back up file from one server to the other server failed because when i try to open the service desk application.. the program hangs on application layer message.. attached is the output file. please help.l
Self Service Portal - Modify "My Requests Summary"
Hello, I'm wondering if there is a way to edit the items that are displayed in the "My Requests Summary" section of the self-service portal. Default Display: In addition to showing the "open" pending requests, what I would like to do is add in a search for past "resolved" or "closed" requests. Is it possible to show this? Thanks in advance, Miles Jackson
[solved] Trouble installing 9033 hotfix
I updated my servicedesk installation today as I was several versions back. I successfully installed 3 updates to get to 9000, and now I can't seem to get 9033 working. When I use updatemanager.bat to initiate the update, it tells me that there is a pending JRE update and to run servicedesk server. When I run the server, it gives me the following output in cmd.exe and continues to run the server: "Inside Change JRE" "Going to change JRE folder" Could not find c:\ManageEngine\ServiceDesk\jre_old
[Solved] Support group setting don't send email to technicians
Well, I'm running SDP 9029 on Centos 5.10 x64, it's on a test server and i'm trying to configure the support groups, actually I have one group called "Network", inside this group "user1" and "user2". The user1 is configured on "Send notification to group technician(s) when a new request is added to this group" and the user2 is configured on "Send notification to technician(s) when a request in this group is left unpicked" for 5 minutes, but when I create a new request asigned to group "Network" the
Business Rules view needs to show enabled/disabled rules
We would like the business rules view under the Admin module to show enabled and disable rules in the grid view. Now you have to go into each rule to see if is enabled or disabled, very cumbersome during maintenance of these rules. Thank You, Craig -
ServiceDesk Plus 9033 HotFix Released
Dear Users, Hotfix over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9033 SD-58690 : SDP to DC integration is made secure with API key based communication .Note: This is supported only with the DC build version "90109" and above Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards, Karthik Anand. ServiceDesk
templates for solutions
Hi It would be extremely helpful to be able to create templates for solutions. Currently many techs don't conform to our standard format for solutions which results in loss of consistency. Having the ability to create templates would be great
Service Catalogue Form Design - Attachments
Hi There, I have a question regarding attachments inside the Form Designer for Service Catalogue. Is it possible to add a file attachment in there by default? I know you can link to a file, however we would like to attach the form into the service catalogue which users will then click on to open up a pdf form. Thanks, Dave
Change DB From MS SQL to Postgre SQL
Hi team, I have SDP installed in a Microsoft environment with MS SQL, but because of our company policies I have to migrate the DB to Postgre SQL. Does anyone of yours know the procedure to accomplish this goal? Thanks in advance for your response. Guillermo
Change CI Type from Workstation to Windows Workstation?
Hi. Most of our computers are currently logged in the asset-database as 'Windows Workstation', a subset of the CI Type 'Workstation'. But a few of them have been logged as just 'Workstation' without the subset. The example in the picture is ws0107 . How can I make this asset logged as 'Workstation' change to 'Windows Workstation'? I suspect the whole 'Windows Workstation' has come from being scanned, but this particular ws0107 is used in a place where there is no network-connection and thus can't
Edit Requester Details Fields in Request
Hi How Can I edit the requester details fields? When I want to create new request I for a requester, I don't want to see Job Title & Asset & Department. I want to see the email instead. Is this possible?
I cannot start SDP
Hello, I´m having a problem. I cant start the SDP, because the splash screen keeps stopping in "Application Layer Started......................................." message. I migrated from one server to another, because a energy problem. After the clean install, the service run perfectly, but when I restore my last backup, the service keeps stopping in the "Application Layer Started......................................." message. When I execute the run.bat file, it ask me to change the port, and
Custom Shift Report
I am looking at creating a report that my technicians can run at the end of their shift that will show the following data: -department -category -subject -priority -impact -Technician -Description -Request Status I have tried different variations of the custom reports and can only find a way to filter by technician and create a report for each individual tech, I would like to know if there is a native report for this or a way to get one that I can get created in order to have them run it at the
New API bug since 9028?
It appears using the API since 9028 to update an asset is requiring the use of the "productName" field which it shouldnt. Even when trying to use the productName field to get around this problem it always fails. Example: https://fqdn.server.net/servlets/AssetServlet?username=REMOVED&password=REMOVED&assetType=Workstation&assetName=SOMEWORKSTATION&resTag=123456789&operation=UpdateAsset fails with: productName is empty/invalid <operation> <script/> <operationstatus> Failure </operationstatus> <message>
Evaluation to free
Morning I installed an evaluation version of SDP in a test environment to allow my SD Analyst to do some testing with creating new policies etc. After install I restored a backup of our ServiceDesk and she had been fine using as normal. Since the free version says it's the same for 5 technicians, I figured we could just remove technicians. Since the evaluation expired, she can no longer get into SD to remove additional technicians etc. If I try to open it, it sits at "Application layer started..........."
Service Desk Plus 9.0 and MySQL
Hello, Is it possible to use SDP 9.0 build 9029 (or higher) with MySQL? I did not see the options to use MySQL as database server in the installation wizard. Thank you.
AD Authentication - User name and password invalid.
Hello! I have setup AD integration properly, all the users are showing up in the ServiceDesk site. When I go to log in with one of the accounts, my own, which is setup as a technician it says the username and password is invalid. I have selected the domain and my credentials do work. The funny part is if I use the App with my email address everything works. I also attempted to add SSO, which is reporting as working, it still asks for a user name and password in a pop up box. (I added the URL for
Agent ID generation
Hi Could someone answer the following question, to improve my knowledge of how the agents work: The Agent ID consists of 2 parts: machine name and some numbers. How is this numbers' part generated? Is it random? Thanks, Siim
Upgrading ServiceDesk Plus 8.2.0 Build 8201 to 9.0 Build 9032
I will be upgrading our ServiceDesk Plus 8.2.0 Build 8201 to 9.0 Build 9032 which is the latest version, this is my first time working with this Project thus I would like to request for assistance or guide on how should I proceed. Can I upgrade directly to the latest or should be version per version? Please help. Thanks
Query for solved requests by technicitian of a specic technicitian group
Hy, I need a query of solved requests by each technician of a group of technicians in the previous month
Report - Containing timespent with Worklog Types
Hi all, Is there any way in which we can create a report which notes the following? 1. timespent with Worklog Types on Projects; and 2. per account; and 3. for projects closed in the last month Kind regards, NSB
Email is not picking up from mailbox
Hi Support, I'm having an issue picking up mail from the Exchange mailbox. I've emailed you the log files this morning. When I stop the mail fetching and then press save I see the error: "Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate" . I've followed the steps in part 2 of this link and created a new cert file and moved it to the correct location but the issue persists. I've confirmed IMAP is working and I've restarted the
Update a ticket by email from the requester
Ok, this is weird. We've just started using servicedesk and like the power of it, but it's behaving strangely. If a requester replies to a ticket notification, instead of updating the ticket, it creates a new one. If we disable the function to create new tickets by email, the updating works again! Is this by design? Can we only have one of the two functions? It'd be a shame if so, because we really want to be able to create new tickets by email, but also want users to be able to update their tickets
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