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:
Scheduled Network Scan
Is there a way to do a Scheduled Network Scan (like you currently do for the AD Scan)? If not, is there a REST or API Call I could use to start a specific Network Scan? SDP Ver 9.0 Build 9017 Thanks
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Install Missing plug in message on dashboards tabs appers after upgrating to 911
Synchronize tickets between different server
Hi . Anyone know how to synchronize tickets between different servers with diferent location but in same network ? my company have 12000 users with 12500 clients in 4 different location office , & i want install one manageengine SDP server`s in each office & all ticket in all office sync with together.... anyone can help me ?
Service desk plus android application
Hello, I am trying to connect to Android App. However continually get error "User Authentication failed" However I have generated API key. We are running version 8.2.00 Any thoughts?
gencert.bat - The system cannot find the path specified.
After following the instructions on http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html Downloaded the gencert.bat tool, but when go to run command I get: \certgeneration>gencert.bat mail.domain.com.au:995 \certgeneration>jre\bin\java -cp lib\cert.jar InstallCert mail.domain.com.au:993 The system cannot find the path spcified Any thoughts as I can't get email to save and fetch
Verison 7 Single Signon
Hello, When I enable the single sign on, and save the setting Internet Explorer refreshes to a blank screen. When you try to open a new session it again goes to a blank screen. Activedirectory import worked fine. Any ideas, I have been waiting for this feature before I deploy it to my users. Thanks, Kest874
notify technician of changes in request assigned
Hi there, Let's say a request is currently assigned to me, but then a few hours later someone picks it up. Is there a way for the current technician to be notified if there's a change in request assignment? Thank you for anyone's advise.
SnmpConfigurations.xml and how to configure it
We have a large number of Dell Wyse P25 Zero Clients that we are trying to scan with SDP. We know the OID's we want to capture from the device. From information I found in another thread here I added the following entry in <ServiceDesk Root>\server\default\conf\SnmpConfigurations.xml: <SnmpConfiguration devicetype="Zero Client" vendor="Teradici" attribute="Serial Number" oid=".1.3.6.1.4.1.25071.1.2.6.1.1.7.1" /> Restarted the ServiceDesk service and rescanned the device. Instead of populating
Multi Checkbox Option
Multi checkbox request fields so multiple options can be selected, or single checkbox at least to capture true/false
Support Groups - moving them to default
We appear to have have created a Support Group that appears for one of our sites but not in the DEFAULT SETTINGS. Is it possible to include this in the default as we want to use it for other sites. We have tried to delete it to start again, but SD+ won't let us delete it. Has anybody got a solution please? Thanks in advance.
ServiceDesk Plus 9016 Released
Dear Users, SDP 9016 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9016 SDF-56870 : Business Rules for Service Request. SDF-57219 : Option to specify site as a criteria while defining business rules for default settings. Issues Fixed in 9016 SD-56610 : In SLA when escalate timer is set as 0 for any one level, then every levels' escalation mails are not sent to the technician. SD-56549 : Technician Space
Version Number via API Call
Hello, I have a need to programmatically determine the build number of ServiceDesk that is running. Is there a method for doing so via either REST API or Servlet API? I didn't see anything obvious in the documentation and haven't seen anything from searching yet. Thanks, Brett
BUlk User Removal
So in the new build I am doing I did an AD sync, and pulled everything in, and some. Instead of the expected 1200 users I ended up with 33000. This means that I have to clean them up and redo the input to get it clean. Is there a way to do a mass user deletion OTHER than doing them 250 at a time? It's going to take 2 hours without break doing it that way, at least, and I need this sorted quickly as possible. Appreciate any and all help.
Software Report "installed on" filter
Hi all, I need a software report with the following information: - Specific Software Name - Installed workstation - assign user - user department - Site - Filter by the field "installed on" in a specific month we need to know how many "Adobe Readers" was installed, lets say, in july. I know this information is stored but i cant find where is stored the field "installed on" on database. Any ideas? We need the query for SDP 9 with POSTGRE and MSSQL Regards
Pass Through Authentication Problem
Hi, I have an issue with users logging on when pass-through authentication is enabled (SSO) and they are accessing the site through a domain other than ours. Let me explain... We are an academy with service desk hosted on domain-1 and published to the web. Users are created on domain-1 with SSO configured and working on this domain. Our other sites domains2-6 access servicedesk over the web with a username and password that we have supplied (e.g. domain-1\username). When they access the page
Business Rules - when a company changes hands
We have a site which is currently owned by Company A and has a business rule which recognises email from company A and the rule auto-completes the fields. Company B (who we also support) has purchased this A site and it will now become a B site. I can see how we remove Business Rule A, but how can we associate the B rule to this site please? Also, as a wishlist item, can the default for the top field "Helpdesk - Business Rules for:" please have a tick box for Default Settings as it took us ages to
Software Licenses - Add more than one for same machine
Hi support, We have a question about licenses association: 1) How can I associate more than one license to same computer? Example: We have a server with Office Standard 2003 software installed and many users (20) connect on this server by remote desktop access (RDP). If we have 20 users that connect to a same server, we need to associate 20 licenses for this server. When I add one license for a server, the server does not appear in windows (Add Licenses) again. Thanks, Lincon
Assigning to GROUP automatically, based on requestor SITE.
So here is the situation, I have a group of technicians that cover a very large area, and not all technicians go to all. I have created a series of support groups, and in each group I have a couple of technicians. What I need to do is assign incoming tickets to GROUPS, not individuals, and then the members in the group grab the tickets as they are told about them. What I need is to have the sites as they come in set the group to auto assign the ticket to. So that for example, using the following
Can not close emergency change request.
Hi All, Just wanted to report a error, we have upgraded to version 9.0.9016 of SD Plus when we close - completed an emergency change request we are getting the error saying. "Change cannot be closed, The following fields should be filled Backout, Plan, Roll Out Plan, Impact" The emergency change request template has grayed out the option to add the required information. Is there a way to bypass this rule for emergency change requests.
Customise Request ID view...
I realise I can customise the incident template and the request list, but can I customise the actual Request ID form/view? I'd really like to have (some of) the Request Details above the box that shows the tabs for Request/Tasks/Resolution/History...at the moment, even on my HD monitor, the bulk of the Request Details are off the bottom of the screen, and as the conversation section of the screen fills up, then all of the Request Details drop off the main screen...it's really annoying to have to
Resend Button on Requester Conversations
We would like to add a button to the requester conversations contained within the message. We would like this functionality so we do not need to copy and paste a conversation over to resend to the requester in the situation that the requester does not reply to the initial email notification. To expand on that, if the button would enable us to send the same e-mail after a certain period of time. For example, we send a notification to the requester, and expect a reply within a certain amount of time.
Archiving Data Options
Currently when archiving data your only options for request status is 1. closed only 2. resolved/closed 3. any status I believe you should adjust one of these options to include rejected requests resolved\rejected\closed.
The problem with the parser
Good day, how to configure the parser to be able to close the application? How to determine what service desk works committee refers the letter? How can I use mail transfer request status to "done"?
Remote Control without End User Interaction
We were using Desktop Central for a while, but it looks like we will not renew our license for that product. I found the remote connection aspect to be quite useful, especially when you could set certain machines to not require an end-user confirmation to initiate the connection. I see that SD+ has an option to allow a remote session using the agent, but it seems to force a confirmation before accepting. I know that I can use other solutions, such as Windows Remote Desktop, but I was wondering if
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