HTTP status 500-
Getting the following error when connecting over vpn: java.lang.NullPointerException org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:2180) 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:162) org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069) org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
Agent Configuration
Hi, We have deployed the asset agent to the computers with wrong information in the agent configuration. Now we replaced the ManageEngineAssetExplorerAgent.msi and only the new computers with the new agent are getting scanned at boot. Can somebody please edit and send the AgentConfiguration.vbs to me based on our settings. Please find the details below: If you require the AgentConfiguration.vbs, I can email it to you. Thanks. Rafeeq (rafeek4u@gmail.com)
Report Generation Time VS Time Change
I have a number of reports in the service desk plus system (on demand ). These reports have been scheduled to automatic generate every week. To extend the explanation, they will be generate every Monday midnight (or 00:00). These generations are the Central European Time (CET) zone. On October 26th, 2014, all CET time will be minus one hour. Do we have to change the report generation time later one hour to stay at 00:00?
Replying to Requests - E-Mail CC
Need to know how to do the following when a Technician replies to a Requestor when working a request. 1) Prevent the servicedesk email address from being included in the CC field 2) Prevent originally CC'd people from being included in the CC field. I could not find anything in either the Email Server settings or the Notification Templates for rules related to Replying back to Requestors. The "Reply a Request" does not contain items for anything but the Subject and Body.
Custom content variables on approval template email
Hello, I have created custom fields in a request catalog template. Is there a way to add these custom variables to a ticket template? Ex. We have a request for a user to upgrade or change their mobile device. I have add custom fields in the request to stream line the process from paper. One of the fields is Device Type. Is there a way to add the custom fields to the content variables on the template so the approver doesn't have to scroll all the way to the bottom to see what they are requesting in
Multiple Teams on one installation
We've been using SDP for some time for our IT team but now we are looking to expand it's use across several unrelated teams. The idea is to use a single installation to support different, unrelated teams who do not need or want to see each others requests. Calls will mostly be logged by email with each team receiving email to a different address. I've got as far as the idea that SDP can pull emails in from the different mailboxes but I'm uncertain how to proceed further.There's all sorts of possibilities
how to turn off Directory Traversal in your apache?
Hello, We had a recent security audit, and our ServiceDesk server is being flagged for an Apache vulnerability. It is recommended that we inquire about disabling Apache directory traversal at the server. We need to resolve the following, please advise: Apache Tomcat Directory Traversal Vulnerability Port: 80 Protocol: TCP Description: Apache Tomcat is the servlet container used in the official Reference Implementation for the Java Servlet and JavaServer Pages technologies. Apache HTTP Server running with
Notification icon - can you show completed tasks?
Good morning, I've been looking through various settings for build 8217, and cannot seem to locate a way to enable the notification icon (on the main page that shows a red indicator for new notifications) to display when tasks are completed. It currently will show when a task is assigned, but that's all. We have an email rule that will email the technician when it is finished, but we'd like to have the completion show in the notification dropdown if at possible. Can this be done? Thanks, David
Tickets on weekends
We're trying to determine how busy we will be on the weekends if implement 24/7 support. Do you have a query that will list incidents created on Sat/Sun by site?
Change Management Roles
There is any way to select groups and not only technicias to assign the roles in the change management workflow? Thanks. GR
All Open Tickets Age
hi guys, i was looking for a report to show open tickets age, im running MSSQL and build # 9018 example below: ID Status Age technician 11 open 20 tech 1 232 on hold 10 tech 2 324 open 11 tech 1 4234 waiting vendor 30 tech 3
Delete Request information including attachments
Hello to all, is there any way to delete requests whose resolved time is older than 1 year automatically incluiding attachments (notifications attachments and request attachments)? Thanks in advance
After SDP server migration Notification $Requestlink shows old hyperlink
Hello to all, we have migrated SDP server to a new server following your FAQ instructions. Everything is working fine except $Requestlink hyperlink in notifications. Problem is that notification shows url correctly but hyperlink is different and use old server url Example: Link displayed on notification: http://newserver:port/WorkOrder.do?woMode=viewWO&woID=83 Hyperlink on notification: http://oldserver:port/http:/newserver:port/WorkOrder.do?woMode=viewWO&woID=83 We have change url alias on Self
Track software patches and updates
Looking to use SD+ to track software updates and patches on a monthly basis. We have a patch management process to evaluate and release updates on a scheduled basis. Looking for suggestions on how to best incorporate that process into SD+. Would the Preventative Maintenance Template be the best way to go?
Bug Report: Request history does not show Work Log updates
When adding new work log entries, they are not tracked and hence do not show up in the the request history for the request. Request history should track all changes to a request correct?
Query to Get Group and monthly totals
I need a query that will get the monthly total for each group from 01.01.2013 -- 08.31.2014. I have the below query that will easily return the information for 2013, but when modified for just 2014, I do not trust the numbers. They seem a bit high, but I do not know the data. SELECT qd.QUEUENAME "Group",ti.FIRST_NAME "Technician", COUNT(CASE WHEN MONTH(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (workorder.CREATEDTIME/1000),'1970-01-01 00:00:00'))=1 THEN 1 ELSE NULL END) 'JAN', COUNT(CASE WHEN
Pass Incident Parameters to Tasks
This may have been answered but I was unable to find it. Is it possible to have parameters from the incident pass into tasks? For example, let's say I have an incident template and in that template I have automatically generated tasks. The tasks are assigned out to different groups/people and I want to give them the relevant information right on the task screen. If we take a new hire employee, there are many things that need to be done. Active directory utilizes some info, Exchange some other, Cisco
Contract functions
There are some features in ServiceDesk that could add value for us. Please consider the following: 1. The ability to create business rules for Contracts\Purchase Orders. For example, we want the ability to restrict people from selecting a vendor who does not have a contract in the contract module. 2. Create PO ordering groups with their own approvers. For example, IT would have a group that can submit purchases, and the CIO can approve, and Finance can submit their own POs which the CFO can
Error when processing mail
I'm getting an Error when trying to process mail. I did try removing the message listed in the error that does not help. I end getting the same error on the next msg. Any pointers would be appreciated.
Why are CC replies treated as another request by servicedesk plus??
When a requester sends in a request and CC other users, and when each of other the CCed users replies, this is treated like another request. Is it possible to append it as a conversation or Work log??
New Install - Failed To Start Server
New install on Cent 6.5 When I start run.sh I get "Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details" I'm not able to find the logs. The log files I do see aren't being written to.
Define a time to import users from Active Directory
Hi, is there a way to specify the time of the day when the AD Requester import happen? Thanks.
Can a technician be a department head?
Trying to configure IT departments among others in ServiceDesk. But the department heads are actually technicians in the tool. Anyway to set them as the department heads since that is actually what they are? Seems only requesters can be dept heads. Bill
Remove email to approver as default upon approval of PO?
When I approve POs, the system defaults an email notification to the creator of the PO and to the approver. I have the ability to manually remove myself (the approver) from the email notification, but when I have a dozen POs to approve, this gets tedious. I don't need an email notification telling me that I did something I know I just did. Is there a way to remove the approver as a default notification target for the approval action?
Issue with Custom Views
We are running ServiceDesk Plus 9.0 Build 9012. When going to Requests, Manage Custom Views, New Custom View... If we choose "Technicians" under --Select Column--, then choose "is" or "is not", then select the "Choose" button, we should get a list of our technicians. Instead we just get the option "None". As this used to work, I'm wondering if it's a bug in the 9012 release. I didn't see a fix listed, though, in the list of fixes in the versions greater than 9012. Any ideas? Thanks!
End Users able to review or approve change tickets
Is there a way to have and end user [Requestor] able to review a change ticket and/or approve a change ticket? For example if I want a normal user to review that the change was done correctly: Modified the 'Reviewer' role so that 'This role will be played by All Users' Selected a User (non-technician) as the Reviewer when creating the change ticket Moved a change ticket to Reviewed stage End user got an email that there is a change ticket ready for them to review and there was two links (one for
Service Request: copy of a template from a different Service Category does not include the UDF (custom fields)
(Asked with respect to ServiceDesk Plus 9018) In the Service Catalog, custom fields seem to apply to the Service Category, and are not available under other Service Categories. Unlike Incident Templates, I cannot find a way to create a custom field that is available for all templates.
Backupdata.bat fails
Backupdata.bat fails when I try to upgrade from 8000 to 8027. Returns ERROR = *Invalid object name "trace_xe_action_map".* I can not move forward with this upgrade until this is resolved.
9021 hotfix release
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 9021 : SD-52001 : Request : Action menu details under the Request details page is not shown properly in Spanish / Russian languages, has been fixed. SD-57373 : Request : Task tab under Request details page goes blank, when TaskID column in Worklog ListView is sorted, has been fixed. SD-55941,57577 : Service Request : Additional fields becomes invisible
Request does not fall under your permitted scope
Hoping someone can answer this for me. I've got a couple of requesters who cannot see requests/incidents created in their name. All other requesters have no problem. Clicking on the email link they receive when a request has been created and they are told 'Request does not fall under your permitted scope' I've re-created their SD accounts but that hasn't worked. They are not technicians Running version 8.2.0 Build 8212 Any ideas? Thanks
Problem during upgrade
Dear support team, I’m writing regarding problems we faced during servicedesk upgrade. Actually we are using 8.2.0 Build 8217 and we planned to go through 9.0 build 9020. We have successfully installed service pack in test environment where database and application are in one server. In Production we have separated servers for database and application. Trying to install the first service pack we faced error like in the attached screen. We try to make a rollback using your advices for
Hotfix 9020 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 9020 : SD-57632 : Request And Problem: Task and Worklog are not shown under Request and Problem in Standard and Professional edition after upgrading to 9019. 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, Srikrishnan
Customize Admin Tab for some technicians
Hello, I want to customize admin tab for some technicians. Like some technicians can not see Discovery section or some technicians can not see Import License(s) from csv under the Software section in admin tab. Is it possible to customize?
Creating New Users/Requesters - Not emailing user information
We are trying to set up multiple users. We did this individually and out of the 53 users we set up, only 4 sent the email to the new user to set up their account. We have tried removing and resetting up the users to make sure everything was ok, but no luck. We would like to implement this ASAP as we are already behind our original kickoff date. Does anyone have any suggestions as to what else we can do? Thank you in advance for any and all assistance. ~Shannon
Spiceworks Data Import
Hello, I have been going over the ticketing import process. I cannot seem to locate how I can import my OLD ticket numbers. It is crucial that this information is brought over from our old ticketing system. Also, I do not see a field where all of the comments can be migrated either. I have tried going through a test import and can see the field mappings, except being able to import the ticket number and comments.
Run ManageEngine ServiceDesk Plus behind a reverse proxy
Hi, I'm trying to host ManageEngine ServiceDesk Plus behind a reverse proxy (IIS 7). I got almost everything working except browsing the requests. This requires some javascript modifications which I can't get working. Are there any special instructions on how to get this working? Regards Peter
Task Template Availability
While trying to utilized the Task Template feature, I noticed the following which may be beneficial (it sure would for us) Task templates are not available for selection in request templates. This means, that even though I have to recreate duplicate tasks for all those request templates that may require similar tasks. Adding the ability to add task templates to request templates tasks would be great.
Error Log
How can I see ip of user that creating\updating\deleting something in error log? http://sdpsite/ErrorLogListView.do
notifying Requestors of a service incident
I know you can map (relationship) Requestors to a service. With this in mind is it possible to Notify all requestors of a particular service incident? Relationship Requestor -> Uses -> Service Y Example: 5 Requestors are interested in Finance application (service) Service has an incident, Requestors need to be notified of incident Now without adding all 5 manually (example only as real no.s of requestors to services is 000's) can I email notify only requestors interested in the specific service?
Column "Approval Status" for Requesters
Our Requesters want see column "Approval Status" in SDP 9 - how to? By design this column is avaliable only for Technician http://odarchuk.com
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