Getting list of unassigned requests via API
Hi, I'm trying to get a list of requests via the rest API: https://servicedesk.xxxxx.com/sdpapi/request/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=xxxxxxx This is giving me the following error though: <operation name="GET"> <result> <status> Failed </status> <message> Error when parsing input XML elements - null - null </message> </result> </operation> Does anyone know what I need to enter to get a list of unassigned requests?
application hangs after changing Database
I have recently installed SDP on a VM server and it's working but when i change the database to a mysql server that is already installed i get stuck on the application layer - i need to configure it to run on the existing mysql Run.bat show me this error. The Mysql folder is located in C drive - i have admin access on the machine - can you let me know what's causing this error. Thanks.
Site
The employees who are requesting, how to choose from several sites.
Fresh start of ServiceDesk Plus
Hi, Is there any way to have a fresh start or delete the databases and re-create them of a ServiceDesk install without un-installing/re-install? Basically - drop all information, users, tickets, assets etc - everything I saw there was a way to do this with OpManager by running a reinitialize command or something, just wondering if there is something similar in Service desk. Or is the only way to blast the machine Service desk is on and re-install? Any help appreciated
How many users?
ServiceDesk Plus Standard Edition (free version) I just need an Incident Management feature the most. How many users the software can support? I might be wrong but the license agreement says about 25 workstations. If there are up to 60 users in my company can I still use the free version? Thank you. Regards, Marcin
Private reports and private views
Hi I would like to get a query that I can run to get a list of all the private reports, as well as the private views for all users. the output only need to contain the report/view name and the user/technician that created it. Regards
AD import
No one answers here https://forums.manageengine.com/topic/business-rules-problem so I decided to start a new thread ;)) The problem Is, when I import users from AD, SDP didn't create new departments (only new sites)...because of that, I can't use business rules to modify request on departments assign..
auto allocate license
i there, Not sure if this has been asked before... can we set up SDP so it will automatically allocate the available license to whatever scanned software / Software licenses available? Thanks!
How can I make ServiceDesk Plus just listen on localhost 127.0.0.1?
Seems that something overrides run.sh, JAVA_OPTS, etc. when trying to set the jboss.bind.address. Is there anyway to prevent the application from trying to bind to all interfaces?
New installation with MS SQL Express 2012
Trying to move the whole setup to a new server. Old build is 8208. New server with Win2012R2. Setup MSSQL Express 2012 with default settings. Created SQL user (ServiceDeskPlus) with sysadmin role. Did not create any database. Did go through the whole setup with the regular parameters. No error messages. However, when finishing the installation and going to http://localhost, nothing shows up. Service is running. No real error messages visible in various log directories (where should I look?). Only
Need help with Report (Query)
Hi, Is anyone able to help me out with a query I am trying to run in SDP. I am look for a Query that would give me : Scanned Software - Parent Software - Installed Computer - Assigned User - Allocated License - Allocated License Key - Discovered License Key I have everything I need but I can't populate Parent Software... If you don't know what I mean by parent software, for exemple if you install Office 2007 and the SD Agent scan Office 2007. Office 2007 is currently child of 2013 because we buy
Email Commands - Config Location
We're evaluating a change from Spiceworks to hosted SD+. One thing we've used a lot is the "Ticket Anywhere" feature where a technician can email a reply with commands to close, change priority, assign to another technician, etc. I see that a feature like this is supposed to exist, but I can't seem to find anywhere the place to configure this. I also have tried to send in email with commands and they don't seem to get applied. How do I get this to work in SD+?
Issue when moving SDP to new server.
I have installed and patched SDP on a new server. Performed a backup on the old server and restored to new server. Now the new server will not start. Also, the old server will not start anymore. Executing the run.bat file produces this error: PPM Installation failed. Please contact the support team. Same error on both servers. Thanks.........
Creation of new requests
Hi, It would be really good if when the reporting in field is populated, it pulled through into the requester details of a request, so you have to hand who they report to. I can't see anyway to add this at the moment? Also it would be really handy if there was some way to see a requesters requests before the call is logged. For example when you've populated the requesters name, there was some pop up box which showed you their requests, which would help prevent duplication. I know you can see
How do I search for a particular requester in the Requests module?
I have 25000 closed tickets and I want to find all tickets requested by a particular user, how do I do that? Thanks, Martin
Citrix VDI
Is there a way to ignore Citrix VDI (Xen Desktops) in the environment? We do not want them to show up in the desktop counts or assets
Problem with restoring data
Hi, recently I had to move my SD+ between computers, so I backed up all data (did a full backup by backUpData). It has created the folder with two .data files. After restoring them on the other computer, the login page doesn't appear, but strange characters: Restore process is shown below: On both computers there is SD+ build 9017 with MySQL database. I will be grateful for any help. Regards, Jakub
Infopath forms submitted to SDP - Not all fields displayed
We have some InfoPath forms which users submit to ServiceDesk Plus. However, not all the fields are displayed within SDP with the completed content. The missing content relates to fields which look up information from Active Directory. They display as an empty image-type field when submitted as a SDP request Data is entered manually for the remaining form fields. How can I get the fields which look up AD to display with the correct information? Update: Since my initial posting, I found
Business rule criteria "begins with" doesn't work as intended with HTML-emails as "description"
Hello, We are using ServiceDeskPlus 9.0 Build 9017, and o ur workflow is to have incoming emails (to the servicedesk address) being sorted based on description (email body) content : different rules to dispatch the requests, and we are using "description begins with" criteria. Note : The requesters can't be asked to pre-format their sollicitations to include the e-mail commands (@@@ and @@x=y@@ stuff) to ensure proper attribution, that was deemed "too complicated". In the same way, we can't ask to
Requester accounts
We currently have active directory authentication enabled in our environment. This is functioning normally and allowing our requesters to sign in to ManageEngine with their network credentials. However, some users have entered their username as their e-mail address and that also allows them to access the system. The problem with this is we are now seeing duplicates in the requester list. For example: username: jdoe domain: MDRT e-mail address: jdoe@mdrt.org The requester list shows two separate
Installing MESD and error with MSSQL
I am doing a new install of the MESD and this is the second install but I keep getting the same error message "Error in MSSQL Configuring" during the installion process This is the parameters I used during the configuration: Hostname: nimcservicedesk Port: 3306 Database: Servicedesk Username and Password are the same
remote desktop agent and Microsoft Office
When using the remote desktop agent in Servicedesk Plus we cannot see the menu that comes up when clicking on the Office icon at the top left in Word or Excel. The user sees the menu as normal but the technician cannot see the menu.
ServiceDesk Change - 'Notify' composition window 'Font Color' or 'Background color' format button 'HTTP Status 404' Error
(ServiceDesk Plus 9003 Enterprise) Issue: Using the Change 'Notify' composition window, selecting either Description field 'Font Color' or 'Background Color' buttons results in an 'HTTP Status 404' error embedded within the window Description field. The 404 error overlays the Description field area of the composition window (Description text is visible through the transparant background of the error message), and although the Description cannot be edited, the "To", "Cc" and "Subject" fields are still
Response time SLA also for Service Catalog Tickets
Are there any plans to address allowing response time for Service Catalog SLA or merging of incident and service request SLA? 2 years ago this was coming soon: https://forums.manageengine.com/topic/response-sla-for-service-requests
Technician notifications not working
Hello, The technician notifications (= the bell) suddenly stopped working. For example, when there is a requester reply, the envelope in the request overview turns red, but there is no notification behind the bell. This happens in production (build 9011) but not in test (build 9016). I compared the DYNAMICNOTIFICATIONS parameters in the globalconfig table but the values are the same for both systems: What else can I check? What is causing this issue? Best regards, Demetrius
What are user credentials when user was created throuh e-mail
Hello! I created а user through email (create new request through email from а user who doesn't have account at the Portal). User's account automatically was created at the Portal. It has login like email (user@demo.local) and null domain. Then I tried to log in with user@demo.local and email's password with local authentication. But I can't log in. What password and "log on to" method I will need to use? Or how do I get the password?
service servicedesk is not running
Good afternoon. I installed Debian on ManageEngine_ServiceDesk_Plus_64bit.bin When trying to run `service servicedesk start`, I get this log: root@youcollage:~/ManageEngine/ServiceDesk/bin# tail -f /var/log/servicedesk-plus* ==> /var/log/servicedesk-plus.log <== JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Overdue workorders not flagged anymore
Hi, Since a few days our workorders overdue are not flagged as overdue anymore. I have checked the SLA, are still enabled. Cannot find a reason why they are not flagged anymore when the duedate has passed. Anyone an idea?
ServiceDesk Reports - ChangeManager column Filter pulls all ServiceDesk users as possible Values
(With respect to ServiceDesk 9003 Enrterprise) Current behaviour: In Changes Custom Report Wizard, select the 'ChangeManager' column in the Advanced Filtering section. The Value options for this filter show all ServiceDesk users instead of just the Technician users assigned the Role 'SDChangeManager' (the only users who can be the Value for 'ChangeManager' Change Role). Suggested enhancement: For the ChangeManager column filter in the Custom Report Filter for Changes, restrict the Value list to
Not Start MESD
Hello! I have same problem... After restore DB. 1. Downloaded need version 8121 from repository 2. Installed, one start, add license 3. Stoped server. 4. Start bin\restore.bat 5. and server not start.... Win2008Stdx64 In attach log, pics. Please HELP me. Instruction from here: http://www.manageengine.com/products/service-desk/help/adminguide/general-features/restore-process.html And here: Instruction to revert to the old build. Step 1: Check the build number of the latest backup, probably the one
MS SQL
What version of MS SQL is compatible with Service Desk Plus Build 9014? I am in the process of changing over to a new server and we currently have MySQL installed on the old boxl.
Servicedesk Status
Hi, We are using SDP - 9.0 Build 9003. I have created a new Status called "Cancelled" in which I want to move all the unwanted/unapproved request. When I select this status, the request gets completed, but the resolution does not go to the end user. I would like to send the notification to the user mentioning the reason for cancelling the ticket. Regards, Rafeeq
setting up SLA's
Hello everyone that read this post, once again I am having trubels with SLA. So I will try to keep it short this time :) Well I have been trying to set up SLA with Hight, Medium, Low This will match Priority of a request eg if Priority is = high then High SLA will be set. This is no problem and works fine however. When for example High SLA is set I want the first respond time to be 4 Hours and technicians will be notified just before 4 hours I choose 3h20min and I believe this works just fine. And
Category SubCategory Item - If SubCategory options do not exist, mandatory field still enforced
(ServiceDesk Plus 9008) Current behaviour: For several Categorys or SubCategorys (Helpdesk Customizer - Category), our organization does not have SubCategorys or Items assigned by design because for some services we do not need to be more granular. Our Incident (for example) Templates are assigned SubCategory as a mandatory field because, if the SubCategorys exist under the chosen Category, we do need the further classification for our reports. Unfortunately, even if no SubCategory exists under
Not start MESD after restore DB
Hello! I have problem to start MESD after restore DB. 1. Downloaded need version 8121 from repository 2. Installed, one start, add license 3. Stoped server. 4. Start bin\restore.bat 5. and server not start.... Win2008Stdx64 In CMD: D:\ManageEngine\ServiceDesk\bin>restoreData.bat -c d:\ManageEngine\ServiceDesk\b ackup\backup_mysql_8121_fullbackup_07_20_2014_14_45.data ******************************************************************************** Restore DB Setup Wizard ********************************************************************************
Change Module guide for SDP 9.0
Hello to all, where can we find a complete guide about Change Module for SDP 9.0? Thanks in advance
Technicians Viewing own tickets
What is the best way to have a technician open their own ticket, and be able to track it? It doesn't look like there is a view to allow them to do so. Thanks, -Nick-
MS SQL
We are looking to reinstall service desk on a new server. Which versions of MS Sql does build 9014 support?
ServiceDesk Agent - Computer isn't sending information
ServiceDesk Agent - Computer isn't sending information to our servicedesk. It works fine on some computers but i've noticed we've got some HP Laptops that have come in and it scans for the information on the computer itself, picks it up and seems to send it, however Servicedesk either doesn't receive it or won't accept it for some reason. I've got the logs for the AssetExplorer below: [07/30/14][08:29:58][AEAgent.cpp][60][INFO][4680] ::**************** AEAgent (1.0.16)Started. **************** [07/30/14][08:29:58][AEAgent.cpp][64][INFO][4680]
Reports with varying ranges
Hello We have a difficulty with creation custom reports in Service Desk system. We need to create automatically every morning three kinds of reports: 1) A report where "Planned date" is "Today" 2) A report where "Planned date" is between "Today" and "Day after Tomorrow" 3) A report where "Planned date" is less than "Today" First kind of report is simple to create, there is an option "Today" in available ranges. But the second and the third are seemed not so easy. There are only few ranges available:
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