Backup Failing
We are receiving this error when trying to backup. We are using SDP version 9.0 and using MSSQL. Any assistance is appreciated. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.util.zip.ZipException: ZIP file must have at least one entry at java.util.zip.ZipOutputStream.finish(Unknown
Nested asset groups??
Is it possible to have nested asset groups? For example, I'd like to have one parent group called XYZ, and in that group have various other groups: workstations, printers, routers, AP's etc. Thanks Darrell
Module provided in the request is not supported
Hi, We are evaluating the use of the REST API. I have downloaded the Standard Edition and when I attempt to access the following URL: http://<myip>:8080/sdpapi/techician/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=xyz The response is: <operation name="GET_ALL"> <result> <status> Failed </status> <message> Module provided in the request is not supported. </message> </result> </operation> It appears as though the API is available in the Standard Edition as per: http://www.manageengine.com/products/service-desk/sdp-editions.html
Is groupId unique across all sites or only within a single site?
Hi, I have noticed it is possible to send a URL of: http://10.10.2.52:8080/sdpapi/technician?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXX&INPUT_DATA=<Details><siteName></siteName><groupid>4</groupid></Details> i.e. without specifying a siteName. Does ServiceDesk plus use the same groupId for different sites? Or are they likely to be unique across the entire installation? For example: Melbourne hardware = 4 Melbourne software = 5 (Re-used group ids for different site) Perth hardware = 4 Perth software
Requester wants to see all requests in department
Hi, Is it possible to set so that a requester can see all requests from own department between all sites? I have tried to set view all for department but it only have impact on the department for the own site.
Mutlicustomer based setup
Hi, We are happy users of Servicedesk Pro for a couple of years now. We are building Servicedesk Pro up from scratch again to align it better with our business needs. One of our needs is a way to set it up for multible customers. What is the best approach to do so? We would like to set it up so that we can focus incomming incidents or servicerequests to users from customers. Do I need to use sites? Or groups? Secondly, those incomming incidents and requests need to be assigned to departments within
Mail Fetch Deletion Not Working (IMAP & Groupwise)
Hello, We are able to fetch email for the helpdesk account created for servicedesk plus, but it is not deleting the email so every time it fetches email it creates the same ticket over and over again.... Is there something I am missing here? Why is the servicedesk plus server not deleting the incoming email once it fetches???? Thanks! John
Strip out signatures
Hi guys, Another idea :) Would be great if the system was able to strip out email signatures! And for replies to tickets (as opposed to ticket creation emails) to strip out signatures and previous emails below the signature (don't want to strip out more than the signature for new ticket creation emails as they sometimes say "see email below" for example). Our internal staff all have a large image in their signature along with disclaimers etc, most of them don't bother to remove it when sending internally.
ServiceDesk AD Import - ignoring removed users
I'm importing users from various OU's in AD. After the first scan, I deleted unneeded users from Requesters. I have this automated to scan daily, and on future scans, these users are imported back as Requesters. Is there a way to tell the import to ignore previously removed users? I don't want to have to remove them from their current OU's. Thanks in advance Darrell Millar
Closing ticket process
Hi guys, We have a few fields that I've set as mandatory before a ticket can be closed (technician, category, sub-category, item). Currently if we try to close a ticket it will prompt us for the closure reasons etc, then, when we click close, if any of the mandatory fields are not completed it will take us to an edit screen where we need to complete the required information, save the updates, then go through the closure process again. I'd like to suggest the process could be streamlined such that
Add Reminder feature not working properly
We are having an issue with the "Add Reminder" feature within a ticket, located under the Actions menu. When the "Email me before" option is set to Never, our technicians do not receive any sort of notification on the time they specified. Once we set the field to "15 minutes, 30 minutes, 45 minutes,...,etc," then the feature works as it should and sends an e-mail to the technician who set the reminder. It seems like this feature should send out an e-mail on the date and time specified if "E-mail
Once a Change Role name is customized it cannot be changed back to default in Reports and Column Chooser
Apologies if this is mentioned elsewhere. Scanned known issues and forums briefly... (Reported with respect to ServiceDesk Plus 9003) Behaviour Where once a Change Role is given a custom label and then the custom label is reverted to the original in the Admin configuration, the Reports and Column Chooser modules still call it by the former custom label instead of the default label it has been returned to (while the ‘Change Roles’ field in the Change Records actually represents the default label
Trash not emptying
Hi, We upgraded to 9016 at the weekend and have noticed that the trash feature has not automatically deleted the calls after 24 hours. Is this a bug or a setting we need to update to get it to work? Thanks MPServiceDesk
Please Help! Product Type is wrong, can't move to different CI
HI, We have following asset in our company. Cisco Catalyst 3750_Series (Host Name: ABC-1) Product type is Switch. Before we did the scan, we imported all our assets via CSV file. We imported in CI type: Router We didn't notice that Cisco Catalyst 3750_Series were within other router info. (ABC-1 is registered as Router with product Name; Cat 3750_Series ) When we scan the device(select the device and scan), Product Type was changed to SWITCH. (which is good!) However, I can't see the device info
preventive maintenance role
hello how can i give permission for some technician to create preventive maintenance
Associate tasks templates to groups
Hi, Is it possible associate tasks templates to Groups? Scenario: We have several Support Groups with their own responsabilities, lets say we have groups A, B, C, D, F, for each one we have created a lot of tasks templates to speed up the opening process of requests. What we want is, to avoid confusing and mistakes, on selecting the right templates, we want to associate tasks templates to groups separately. Group A only see their tasks templates, group B only see their tasks templates, etc
Improvement - Unaudited worktations show filter of workstations
Hi, When we check the list of unaudited workstations, the maximum number of "Show" filter is 50 machines. We have thousands of machines on our enviroment, so the number of failed scan machines is large too, It would be very helpful for us, if it was possible to view more machines on same page, like other areas on SDP where is allowed views of 250 machines on same page. Regards.
URGENT: Delay in fetching emails (Ref # 7118187)
Hi Team, We are using Servicedesk plus professional edition (Build 9018 & Database : PGSQL) and having the below issue: Emails are getting fetched after 15 – 20 minutes even when the mail fetching time is set to “1 min”. I’ve attached the support file after following the below steps: 1. Clicked on the Admin tab --> Mail Server Settings --> Clicked Stop Fetching. 2. Clicked on save, and found the below error. Error received: FAILURE :E-mail settings saved successfully. But error occurred while trying
Change the Field name in forms
Hi, Is it possible to change the field names in the request form. For example, we want to change "Technician" to "Engineer". I know it's not doable through the front-end, but where can i change it in the code or the Database ? Thanks, Fadi
Helpdesk configuration
Hi, I have been assigned the task to setup a helpdesk tool for my organization, but presently I have decided on MESD, but the challenge here is that I don't know where to start from, I need to know what is needed from the organisation and the departments before I go on, I thought I could just start off with prior knowledge of workings but I realized it won't be possible , So am asking anyone out there with a document for starters for helpdesk configuration or something in that line
External Action Powershell script
I know there is the external action options in SDP, however we don't have anybody in our organization that is familiar with coding in java so it's not being utilized. We would however love the idea of being able to integrate external actions into our menu systems within the servicedesk. Is there any way i can have the external action point to any other type of script? (Powershell, batch, vbs, exe, etc)?
change issue
We created a standard change. The change manager is set. In the implementation phase there is one task. The change manager set the change to complete status but forgot to set a task to 100% complete. When we now finish the review we want to close the change we get an error that we cannot close because there is still a task that is not 100% complete. We can no longer edit the task to show it is 100% complete. How can I fix this? I need to move the status back to implementation but I cannot see any
Live Chat
I am having an issue with Live Chat not converting to a request when clicking on convert to request. If the agent does not answer on the allotted time frame it will generate a request. Is there something I need to set up in order for live chat to convert to request? Thanks in advance, Mike
AD Users not able to authenticate
Dear, I am using a Standard version on ManageEngine Service Desk (for testing) and when I asked my enterprise users to login using their user credentials (AD authentication added), it is working for some users but it is giving invalid user name and password for few users. When I reset their password from SDP, its working for them but AD authentication is not working for some old users. I have checked that the Domain name is same for all and in CAPS, but still I have issue with some of the users with
how can i backup the whole system?
how can i backup the whole system?
Conducting an Inventory Audit
I am trying to figure out if there is a way to conduct an effective inventory audit. Specifically - I would like to be able to scan an asset using the barcode and then update within service desk the last time that asset was verified. Our Finance department will be conducting the inventory and are OK with the idea if using an excel spreadsheet and having me upload the last verified date. Can I upload a spreadsheet to modify assets that already exist in SD? Thanks -Joshua
Additional Fields - Field Size
When adding additional fields to the Incident Request form is it possible to edit the size of the field? I have one field that is only one character in size but when you add the field to the form the field size is very large and takes up to much room
Change Database for Service Desk Plus 9 test environment
Good afternoon, I was wondering if you could point me to some documentation which would tell me how to point to a different database in servicedesk plus v9 We are getting ready to set up a test environment and want to import over a couple of databases to make sure our changes are going to work. Can you assist? Thanks
When submitting ticket, Technician randomly changes if the request is associated with a service group
Whenever someone submits a ticket and designates a specific service group for the ticket, they can still assign whatever technician they want to. The problem is that, even if they select a technician, the system will automatically change the technician to someone else. I could be inputting a retroactive ticket for an issue I solved, but when I assign the ticket to myself -- it will enter the system as another technician.
Reply Templates
Hi There, In every reply template I create, SDP inserts multiple line spaces when I send it no matter how I format it. Can you please advise why this happens and when it will be fixed? Ive included an example below. Your Version : 8.2.0 Build 8210 Saved Template Dear John, This is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test. This is a test this is a test this
Disappearing Email Addresses for Support Reps
I've had an ongoing issue for over a year. The email address spontaneously disappears for certain support reps. It appears to be a problem with users that get added as a contact and are also a support rep. Some of our support reps serve a dual purpose and complete requests as well as send emails that get created as a request. I can't find a solution for this problem. I log in one day and look at the list of reps and they all have email addresses and then the next day two may be missing and I
Assets issued within X Days
Is there an easy way to see all assets that have been either issued or returned within X days?
New agent ID.
If I reinstall OS and give a workstation new name on performing a scan all the history for this workstation will be lost (different agent id, different name, same MAC, no Service Tag). What if I want to keep all the history for this workstation, is there any way to do so?
Need a report for assets
ServiceDesk Plus v 9.0_9017 - MSSQL database We need a report for assest for users that displays the following information: Product Type, Product, Asset Name, Asset Tag, Service Tag , Serial Number . The report creator was able to create most of what we needed but we are not able to get the Service Tag Column as an option. This is the SQL that the report generated: SELECT MAX(aaaUser.FIRST_NAME) "User",MAX(productType.COMPONENTTYPENAME) "Product Type",MAX(product.COMPONENTNAME) "Product",MAX(resource.RESOURCENAME)
Why is every incident/issue associated with a computer/asset?
We were looking at some of our assets (moving them from In Use to In Store) and noticed all of them were associated with incidents. Many of these incidents had nothing to do with the actual computer--maybe a very small handful. Almost all of them were related to the user (unable to print, can't connect to Exchange, issue with Citrix, etc.). I'm just curious why each computer is associated with a ticket automatically. It seems like it would be something you would include if the ticket actually affected
Notification rules / case workflow
I'm new to ManageEngine and am managing a group of about 10. I'd like to know if it's possible to do the following workflow with ManageEngine; it isn't clear how you could program it to behave in this way. 1. New ticket generated - notify ALL techs on ALL teams 2. Ticket assigned by Helpdesk to a TEAM; notify team, and myself, and originator 3. Ticket assigned to technician; notify tech and myself and originator 4. Email updates or work logs, perhaps even notes; notify tech and myself
Configure with CC
Hi, Is it possible to configure so that all mail with cc only picks the support address and place rest of the addresses in notify field when a request comes in via mail?
Emailing Requesters
I have a few people who make requests and do not wish to receive email updates. Is there anyway that I can disable it for these few requesters. Regards George
Pickup Time Within Business Hours
I have a request for a report, however Support told me it was not possible, so I will post it here as a feature request. We would like to be able to show the average time a technician takes to pick up a ticket while within business hours. So for example, a request comes in at 4:49 PM on a Friday (assuming normal business hours M-F 8-5), we do not want a report that will show the time the ticket sat unassigned over the weekend and would like this time excluded from the report. We have a 24/7 shop
Self Service Portal - Close request
Is there a way in the self service portal for users to close a request?
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