Fail upgrading from 8217 to 9000
Hi, we are having problems with updating SDP from version 8217 to 9000. We attach the log Updatemanager.log Can anyone help us? Thanks
Change Workflows - specifying hidden Statuses for a Workflow
(Posted with respect to ServiceDesk Plus build 9003 Enterprise) We are creating a workflow for Standard Changes and it really only uses half of all configurable Statuses. Build 9003 behaviour: There seems to be no way to hide the 'Status' and 'Status Actions' that we will never use as part of this Workflow. As a result, the Change Records for Standard Changes are more confusing than they need to be for the Technicians responsible for managing them using the workflow. The list of Status Actions
Approver perrmission
Hi. I have some difficulties with following: I wrote a workflow, that every purahse request assigned to the head of current department. But if manager forward the link to another person, other person can approve instead of manager. How can i forbid this?
Task Subject Enhancement
In addition to the unified task and request list that we are hopefully getting soon, we would like tasks that are automatically generated from incidents or service requests to have the subject filled with something that uniquely identifies that task. For example, lets say we use the New Employee Hire request and we have several tasks associated with it that are automatically generated every time and assigned to the appropriate groups. We have things that need to be done for every new hire such as
Solution records - contain related Problem 'Symptoms' field; Known Errors apearance in portal
(Composed with respect to ServiceDesk Plus build 9003 Enterprise) When searching Solution records, the records created from Problem 'Workaround' and 'Solution' fields represent out-of-context information. The user must launch the Problem record to provide context around application of the workaround. Additionally, Known Errors are a very underdeveloped feature. Enhancement request 1: (to Solution records generated from Problem records) When posting a Solution record from a Problem, the Solution
Task count inaccurate
In the dashboard tab -> Task Summary section -> It give me a count of 2 pending tasks. When I click on the number, it brings me to the task details page. The problem is that there are not tasks listed. If I go back one page. I click on the total (32) when the next page opens up, there are only 9. The task count and the actual number of tasks don't match up.
Change
Hi Im using SD 8.2.0 build 8217 When i opened a change i faced the issues: 1. If one Approver is removed and re attached to the change, the system does not remind any more the approvation / rejection sent by this approver. 2.If another approver should be added in the change after the aprovation is sent, we have to resend this approvation to all the members in the approval list as it does not have any way to classify which address should receive the approval email. 3.Sometimes the approval
Renaming categories and Support Groups
Hi -- Just wondered whether it was ok to rename existing Categories and Support Groups, or will this have an adverse affect on anything? Thanks MP Service Desk
average survey report
hello i need a report to show the average result (%) of surveys for each technician within a certain time limit
Error in componentVendorFormresult
Good day! When I try to add any new asset (assets-choose any IT asset category- press "new" button) i get an error: Error in componentVendorFormresult.getElementsByTagName(...)[i].childNodes[0] is undefined. I ignore this message and press OK and then create any asset whithout any problem. So, can anybody explain what does this message means and will I have any problems whith assets in future if i ignore this error?
Network scanning not working for new systems (SD+ 8.1.1.0 Build 8110)
I am running on Service Desk PLus 8.1.0 Build 8110. I know this is an old release, but I cannot upgrade at this point in time due to management and configuration control issues. When I scan a small subnet with 32 new systems on it, all nodes in the address range fail. I then run a workstation scan of one system within the address range, the workstation scan succeeds. I re-try the network scan for the address range, and one system succeeds and the rest fail. The successful system is the one
Solution Keywords: entering single words vs. phrases
When entering key words, I understand that single words should be separated by a comma. How should phrases be entered? For example, if I want the phrase "installation error" to be a "keyword" along with other words, should I enter it like this? installation, error, installation error Thank you!
ServiceDesk Plus 9011 hotfix released
Dear Users, Hotfix 9011 over 9.0 is released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9011 SDF-52732 : Support for scanning HP-UX OS machines. SDF-53337 : Backup process (manual/scheduled backup) will create multiple .data files based on the file size. By default size of each .data files will be 1GB and this can be configurable based on the globalconfig database entry ranging from 500MB to 1.5GB. Backup file will
how to see what solution was used on what request?
Hello, we are improving our internal processes and one of the principal item is understand what solutions are used into requests(to check quality), what request was resolved without use any solution (to check what solutions are missing) and what solutions are not used. For it, I would like to know if there is a way to know relation between the request and the solution inserted into the request?. Someone knows if it store this relation inside in any specific field or table? Thank you! Regards.
Notification emails
Hi, I am not able to send emails when a ticket is resolved in SDP. Is there any particular setting to be done?? Regards, Kavya
9008 Upgrade
After Upgrading to 9008, all data was restored expect the relationships. its empty though the DB tables do exist and still contain the valid data. is this bug? or something wrong with the upgrade itself. trails to solve this issue: -I have tried fresh install and restore my data into the freshly installed instance still the same> -Update to the latest release 9009 still no fix. any help is very much appreciated. thanks
API : create custom report; Automatic linking of Request to Problem
Hello. We are using SDP 8.2. 1). Tell me please, is there a way to use API to create custom reports? 2). There is a way to automate linking process of Request to Problem? For example, we have project to implement. For monitoring goals we created around 30 Problems. We are sorting and linking Requests in SD to this Problems. And the matter is that it's hard to link Request to a Problem manually, because - first, we need to find this problems among variety of others; - second, registered problems take
Local-Aditional Fields
We are trying, use for reports some local Additional Fields but not appear in the reports, only appear the commons fields, for example i configure my flow : Category: "Computadoras" Sub Category: "Dell" and Item: "Desktop" but i need other field to clasify for example: "traslado" , if i use de commons i can use "Traslado" for make my report, but if i use a aditional field only for "Computadoras" Category i can´t use it, is posible use this field in a colum in my reports?
CMDB relationship map presents unnecessary details
Dear Experts You did a great job providing capability for graphical representation of dependencies between CMDB elements, but I think there is something that needs to be corrected. It doesn't care what element we are interested in. When I start a map by clicking on the relationship button next to a service it opens a new map and expands all the branches connected to the specified service. Afterwards when I try to track the dependencies of this service to underlying infrastructure I have to click
Backup error
We get the following error when the scheduled backup fails. What do I need to do to fix this? 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 Source) at
Handling NULLs in Query Editor report
Version: ServiceDesk Plus 8.1.0 Build 8116 running on SQLServer Hi, I have a scenario where "External Reference" is a custom field under the Incident Template and also under a Request Template. I am trying to merge these two fields in a report based on the principle of checking if the field under Incident Template is a NULL, then checking the Request Template for a NULL and assigning a default value if both are NULL. Part (1) - NULLS The official instructions on the Query Editor page says that NULLS
High CPU load
Hello, After update from 8109 to 9004 got a problem: very often java.exe consumes 100% of CPU core. Wrapper.conf: wrapper.java.additional.19=-XX:PermSize=128m wrapper.java.additional.20=-XX:MaxPermSize=256m wrapper.java.initmemory=128 wrapper.java.maxmemory=1024 In logs I can see many messages like: [13:27:19:823]|[05-19-2014]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[23]|: Connection obtained for crawling the database <AppIndexingInfo CRID="147" APPLICATIONID="1"
Business Rule Move To Site
Is there a way to set a business rule to move a emailed request to a site? The functionality I am trying to achieve is having multiple email aliases (site1helpdesk@domain, site2helpdesk@domain, etc) for the mailbox ServiceDesk checks and when a new request comes in via email it is put in the right bucket. Stuff to site1helpdesk@domain being assigned to site1. I am wondering if anyone else has found a way to make this work as it seems like it'd be a useful item to assign on creation.
Problem with searching in solutions database
Hello to all, we have experienced some problems to find solutions in SDP database. We dont know why but we cant find some solutions using "Search solutions". Words that we used are in subject or description but SDP cant find it. Are there any solution for this trouble? Thanks in advance SDP 9.0 Build 9003
Apply Ticket View As Standard
Hi I am looking to apply the same view for all Requestors when a Requestor clicks on the My Open Tickets menu. I want to have this set as default for all requestors, is this possible? for example ID_Subject_Priority_Status_Assigned To_DueBy_Resolved Date Can you help
Assets management SDP
Hi We have helpdesk Team which manage Desktop user Assets. I would like to know how i can delegate them the Rights. Currently i assign them a SITE ADMIN rights through which they can scan all desktop to update Assets but they are unable to Add new assets or devices in the list. For that i have to give them SD ADMIN rights which i dont want to give them.. Plz share any solution if have. Secondly I have created custom fields for Requester in HDMS to maintain user information regarding email access,
Can We Craete Our Own "My Reports"?
Hello, I would like to create a report that retrieves those requests created by the logged in user, meaning a single report definition gives different result sets depending on the user runnining the report. Is this possible with the ServiceDesk Plus reports?
List of support groups do not open!
My organization is testing the SDP few days ago, everything was working normally until Thursday lost the ability we select the group in the Incidents module, at creation time of the creation of the incident list with the support groups do not open. We also verified (via F12) that SDP has a script error. Does anyone know what could it be? Notes: The list of groups not open even after requesting to be chosen; We are not using the customization option per site, all sites are to "Refer Default Settings"
Requestor view of all Current and Closed Requests
Hi My users don't appear to be able to see Closed Requests older than 4 months. I haven't archived since August 2013, and they don't appear to be able to see the archived items either. In previous versions they were able to see all Closed Requests dating right back. Did this get changed in an update? My users are asking for this functionality back as they often refer to Closed Requests if they experience similar issues. Thanks Gill
Assets related alerts
Hi Does SD+ can send alert if the free hard disk space is lower than X%? Thanks, Amichy E.
Reporting on Technicians Assigned & Completed Requests
Hello, My apologies if this has been asked before, I have used the search function but was unable to find a topic that matching what I'm after. I'm not asking that this be done for me, only if it could be confirmed that what I want to do is possible, and if so maybe point me in the right direction. Essentially, I am wondering if it's possible to create a report that can show a comparison of the number of requests a technician has been assigned, and the number they have closed over a set period of
Tasks tab not working correctly
Currently on 9010 but problem started on 9008. The Tasks tab doesn't update the number of tasks that remain when any task is complete ("0/5" will show when all 5 tasks are completed) and changing status doesn't change percent to 100 and changing percent completion to 100% doesn't change the status. Also, the amount of the Open Tasks (on Requests tab) has increased (counting Resolved tasks instead of the remaining Open tasks). It appears that the number includes previously Resolved tasks with completion
Attachments in Service Desk Plus for iPad
Is there a plan to add attachments to Service Desk Plus on the iPad or Android? We use email to deliver voice messages left by our customers as attachments to Service Desk Plus, and not having them in the mobile version of the app is making it really difficult to use the mobile application. Michael
Notification Rules: What Actions (or lack thereof) Meet the Response Due By and Due Date Triggers?
I see that there are 2 fields : $DueResponseTime and $DueByDate. Please confirm my understanding the $DueByDate is the date established by the priority level and associated SLA that we expect resolution or service to be complete and the ticket closed However, what is the DueResponseTime? What constitues a response so that this notification rule is not triggered? Finally - the "Request Unpicked By A Group" - pleaese confirm this means when ticket assignment to a technician in that group is not
Issue tracking with Manage Engine
Hi Everyone I'm wondering if someone is currently using any products or add-ons of Manage Engine for issue tracking? I see that there are "Incident Management" and "Problem Management" components to the Enterprise version of ServiceDesk, but I'm not sure if this will be usable as an "Issue Tracking" system? If someone is currently using the Incident Management and/or Problem Management components, what are you feedback with regards to this? Thank you! (What I mean with "issue tracking" is reporting
Import Assets
Currently we own both Manage Engine Service Plus and Dell Kace 1000. I would like to connect thm together to share asset information. If I cannot connect them, I can pull the asset files CSV and import them into Service Desk. How do I do this or where can I find the information. Appreciated anybody's help
Servlet API Update Asset Assignment
I need a little help understanding the usage of the servlet API and making changes just to an assets state and assigned owner. As I understand it you just do a simple POST to https://mydomain.com/servlets/AssetServlet with just the variables you wish to change. For example a simple html form would be: <form action="/servlets/AssetServlet"> <input type="text" id="assetName" name="assetName"/> <input type="text" id="assetState" name="assetState"/> <input type="text" id="associateToUser" name="associateToUser"/>
reminders not working
Hi Our reminders do not seem to be sending emails - we set a reminder for example today at 1:30pm. We then set the email me before to 15mins excpecting an email to be sent to the technician who set it at 1:15pm but nothing? Any ideas why this could be. all other notification rules work fine.
Sender´s Display Name
We have configured, that all Requesters get a message when a Request is opened from Sender "IT Support". But now, when we reply to a request , the sender´s Display Name is now not "IT Support" it is "Your HelpDesk System". I am really unable to find this Setting! Please help. Thanks, Oliver
Re-set Change ID number
Hi, Is it possible to re-set the Change ID number? For example I want the next change number to start at 300 Thanks.
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