Error on running run.sh
Hi, I have installed servicedeskplus on ubuntu 14.04 with mysql 5.5, everything while installation went ok. but when I try running run.sh it gives me error Database creation failed. Stopping the Server. Please refer logs for more information I'm not able to attach logs to this post, dont now why. I'm inserting few logs for your reference. [17:15:26:922]|[09-16-2014]|[SYSOUT]|[INFO]|[10]|: scanner initialized| [17:15:26:992]|[09-16-2014]|[com.adventnet.j2ee.deployment.system.AdventNetServerImpl]|[INFO]|[10]|:
About automatic LDAP synchronization
Hi everyone, I have a question about automatic LDAP synchronization. I know the Service Desk Plus does not have schedule import function from LDAP directory, so we have plan to implement scripts with SDP API or some application. If somebody has solutions about that, please let me know. Cheers, Shuichi
256 Bit Ciphers and Should I even have the SSL Cipher Enabled Post-POODLE?
I've read a few threads about this question/subject manner but I haven't seen any conclusions other than a reference to http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl3 which doesn't directly answer the question. Are 256 bit ciphers supported, if so what are they? Since I have disabled SSLv3 should I bother to have the SSL cipher "SSL_RSA_WITH_RC4_128_SHA" in the config. My Current Config. <Connector SSLEnabled="true" acceptCount="100" compression="off" ciphers="SSL_RSA_WITH_RC4_128_SHA,TLS_KRB5_WITH_RC4_128_SHA"
How can I use the date of the last email to the requester in a report?
I want to create a report that lists all open requests that have not had an e-mail to the requester in X number of hours. For instance, the report might show any request for which an email has not been sent to the requester in 48 hours. We want to establish an internal SLA which states that no request will go more than 2 days without the requester receiving an update as to the status of their request and need this report to help us identify any requests not meeting that SLA.
ServiceDesk Plus - Filter for Tasks
I miss a Filter for My pending Tasks that also include Task Status we have created. My open Tasks include just the Task Status 'Open'. The best would have been to have the ability to make my own Filters thougn, just like it is for Requests. Regards Reidun
Upgrade from 9018 to 9023 failed
Hello guys, I've tried upgrading from 9018 to 9023 and it failed. I could not upload the logfile through the website because the file was too large. I instead posted in into my Onedrive: the upgradelog can be downloaded here: http://1drv.ms/1nP7jK3 The upgrade process fails when the process seems as good as finished. With kind regards, Insectiside
Confessions from the people running your IT - Share your story
Have you ever had a moment in your help desk life where you wanted to say something funny to an angry user but, for whatever reason, didn’t? We do too. As IT admins, we all have some rough moments. But, if we look closely, we do have some crazy, funny, embarrassing, silly or even some oh-no moments sprinkled throughout our help desk experience where we skipped doing the talking. So here’s a call out to all IT admins to confess and bring out everything you’ve been holding up – all this while! Your
Can Requesters Edit Description After submitting
Is there a way to enable requesters to edit the description of an incident after they submit it? Technicians have the ability to edit the whole incident but the requesters would like to be able to edit the description in the event of additional or bad info in the description.
Custom views list all values for custom fields
Hi, Can somebody tell me why it is not possible to list all the possible values of multi-select fields when creating a new custom view ? Thank you
How can i create repeat call for periodic checks?
Hi, I am looking at system created call for periodic checks. How can I do that on SDP? Best Regards, David Fhu
Problem with sending email notifications
Hi! I have a problem with sending notification to business users after techical specialist resolved or closed requests. Business users do not receive or the system does not send email notifications. This problem appeared a few days ago. I use SDP about 4 month (version 9.0, build 9016). Exchange Server version is 2013. The screenshot and the Support file at the attachment. Can you help me solve this problem?
Maximum size of ADD_REQUEST REST API
Hi, Is there a maximum size (in bytes or characters) for the XML data sent as part of ADD_REQUEST REST API in SDP 9.0? Thanks and Regards, Anil
Which field to use for customer categories
Hi, We have a requirement to create reports for different categories of customers that we deal with & i am not sure which field (or custom field) is best for the job. for instance, in our african office, the categories would be mining, ngo, & other your thoughts? is there a field that covers this, or would you recommend to create a custom field? Perhaps IT Services List? regards allen.
Duplicate a request/incident in service desk
We recently upgrade to service desk 9.0 and we were wondering if it was still possible to duplicate a request? I believe we used to be able to do this when you went into the request and it was udner actions. Cheers, Marek
Set "Mode" via Business Rule
I would like to set the "Mode" via a business rule, but the option does not seem to exist. A little back story: We have a HelpDesk phone number setup and when people leave a Voicemail on the hotline it gets emailed into the HelpDesk as an attachment for processing. I would like to track these as a mode of submission being "Voicemail" I created the mode, but would like them to be assigned to this mode automatically rather than having technicians change the mode for every individual request received
API Reply Request with attachment
Hi, I am unable to see in the documentation if it is possible to attach a file while replying. Is it possible by any chance ? Best regards, Valdi Hafdal URL : http://www.vlink.is V-Support for Support Center Plus http://www.vlink.is/scp V-Technician for Service Desk Plus http://www.vlink.is/sdp
Printer incorrectly recognized
Hello, I'm testing ServiceDesk. I performed a scan of a printer Samsumg, but the product was recognized as Dell. Is there anything I can do for this type of problem does not occur? Thanks, Alvaro
Record Navigation arrows dissapear after updating an incident/request
Hello, Recently we've noticed that when updating requests the "next" and "previous" arrows that are found in the tool bar next to the Request ID: field disappear. This is very cosmetic but does impact the work flow that our technicians use. The natural time to use this feature is just after you've updated a case and are moving on to the next in your queue/view. However once you update the current incident this option goes away and the technician has to go back to the requests view and select
Requester List Empty in Problem Module Only
When creating a new “Problem” in SDP (Ver. 9.0, 9020 – 9023) and attempting to add a Requester to the “Reported By” field, I am presented with an empty requester list. I have restarted the service/server, upgraded to the latest build, and confirmed that I can see the requesters from the other modules (IE: Incidents, changes, projects, solutions). It is just the Problems module that is the issue. Why can't I see the requester list?
remote control tool
We're adding psexec util to a remote control tool but it didn't show up in tech machine. In task manager we see that psexec is running, with user logged on tech PC, but programm didn't show up. the same situation with cmd and other executables.. what did I wrong?
Operation hours And Due Date
We have a problem with Operation hours (the problem started about a week ago) We have Operation hours from 09:00am to 06:00 pm Request was made at 04:59 pm and 4 hours SLA. System should move to the next business day but we sее that time solutions is 08:59 pm in this day... Today (10/27/2014) we have another problem. Request was made at 11:20 am and 1 hour SLA. And Due Date is 05:30 pm. But should be 12:20 am.....
Categories in CMDB as I can get all the information in asset
Hi I'm trying to figure out why when I enter a server in the Servers category asset Physicists can not see all the information, hardware and software? If you insert the virtual server in this information disappear ? How do I get to have two categories Physical and Virtual Server and have the list of software scanned ?
Rule based starting of tasks
Hi, Is it possible to start a task according to a parameter supplied inside of a request ? For example if request attribute is set then a task is registered and if not task is not registered. Regards Lukasz
Creation Date < (Creation Date - 180 Days)
Can someone please give me the syntax showing how to pull open incidents with a creation date older than 180 days (6 months old)? Thanks
Importing UDF from Active Directory
When importing the requestors from our AD, we are trying to also import the MANAGER field from AD into a MANAGER field we created within ServiceDesk Plus, but the field doesn't seem to be importing. We are not seeing any errors, but the field in SDPlus is blank. On the Import from Active Directory screen, we have selected the appropriate UDF for import, and entered the mapping. Any idea on what we are doing wrong?
Assets-Creating Incidents/No Asset Available
Testing asset association with creating an incident. My goal would be when help desk tech creates an incident, performs a look-up of a requester; the Asset section auto populates with the asset information. Instead it shows "No Asset Available" (see attached) I created a relationship with the asset and the Requester in Assets. Any suggestion on why this field does not auto-populate?
servicedesk autologin
I would like to access at helpdesk without using a login template but with link like this. http://ithelpdesk/HomePage.do?username=User1&password=1234567&domain=contoso Is it possible? We can't use the "Pass-through" function because the SD user is different from the AD logged user Thanks Regards
notification not working "Acknowledge requester by e-mail when a new request is received."
Hi "Acknowledge requester by e-mail when a new request is received." notification not working. I simply want the requester (user in my organisation), to receive acknowledgement email, when they log a request. If the email a request to ithelpdesk@XXX.org.uk, they get an aknowledgment email, but not if they create a ticket, through the ManageEngine webpage. Please help!
"Time Elapsed" of a Request is "0hrs -9639min"
"Time Elapsed" value of one of closed requests shows up as 0hrs -9639min, which is obviously odd. What is wrong with this request and how can I correct the Time Elapsed time? Thank you. Yuko FYI: This request is created on 2014/05/12 20:07 and resolved on 2014/06/10 18:45. Our business hour is from 9:00 to 17:30, and we had 8 days marked as holidays, i.e., the actual time elapsed should have been 21 days, excluding OnHold time. Our system is set not to Open onhold requests upon requesters reply and
Cant connect to ServiceDesk plus port 8080 externally
I can connect to port 8080, through my local lan and if I use free anonymous proxy site it works from any pc over the internet but if I just type my free dns name into browser it cant find page. Im using Ubuntu desktop 14 for the server.
Android Application
Hello; We have SDP 9.0 Build 9004. If device is in internal network, SDP Android app can connect to SDP successfully. If the device is outside of the company network, Android app can not connect to the application. Yes I know, you'll recommend me check firewall and gateway devices but they have been already checked many times. We can connect to SDP web interface with browser by using 80/443 ports from outside of company network successfully. So it proofs that 80/443 ports are open. Do you have any
ServiceDesk Plus Database Migration
Does anyone have a relational table for data-dictionary.xml ? I am looking to import data from our old ticketing system(Kayako) into ServiceDesk Plus using MySQL and I need to know how the tables are related and what is required for things to work correctly.
How do I customise the Global View dashboard?
I'd like to see different charts on the Global View dashboard. How do I change these?
Dump outgoing email when sending fails
Hello, For some reason we regularly encounter mail failures when trying to forward solutions or reply to incidents. While it is frustrating when the sending fails for no apparent reason, what is even more frustrating is that the window closes and whatever message was just typed out is lost. It would be TREMENDOUSLY useful to either have that window NOT close and lose the message being sent, or at the minimum dump the message somewhere to be recovered. At this point any time that we give
Servicedesk Plus and attached documents
Hello We have a big problem, we can't open Attached files. When we try to open the Filename is shown as something like this 'FileDownload_jsp?module=Change&ID=157809&KEY=C1C01E1C-A572-4408-ACF9-466605A0D3E7&delete=false'. I did find the Attached File directyly on the Application Server and no problem opening that File. This is very important. Best Regards Reidun
How to generate a handover report - IT Asset Management
Hi, I would like to implement in SD+ something like IT repository management. We have 3 IT warehouses and we want to generate a report (which must be printed and signed by a person) each time computer or other asset is taken or brougth back into the warehouse. I tried to solve this by using a report but can't generate a report for a specific named asset (I can't provide parameters to the report). Is there any other way to generate such a "handover" report in SD+ ? Regards Lukasz
Printing service request detail including tasks
While in a Request, I can choose "Actions" and "Print Preview" - this prints everything I need except the Tasks associated to the Request. Is it possible to print out all detail for the specific Request, including the tasks? Thanks, Jamie
Feature Request – Import / Export / Sync Calendar/Schedules
It would be nice to have a feature that would allow you to Import / Export / Sync Calendar (Schedules) with other applications like google calendar or exchange.
Problem with saves from Database
I have a ServiceDesk environment in my company and I 'm trying to do a round of the database (SQL Server 2008 r2) but to reach 6 % of the saves out the following errors Java.io.IOException : Write Error - SDBackUP.Java : 1225, - SDBackUP.Java : 905 , - SDBackUP.Java : 353 , - Response Stream.Java : 67, - SharedSocked.java : 409 , - TDSCore.Java : 438 , - JTDSStatement.Java 176 I also get this error: Exception in thread " main" java.lang.OutOfMemoryError : Java heap space ..... I need help to solve
Asset Scan problem
We installed Asset Explorer Agent of all computers in our AD computer through a GPO, and it works fine for most of our asset except a few. The first scanning after asset explorer agent installation was successfully finished for some assets.. But, if we try to scan it again from Windows Domain Scan or from asset itself, it gives this error: FAILURE :Failed to communicate the agent. with imported assets.. it gives this error: FAILURE :No response received from workstation. Probably the workstation
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