ServiceDesk Plus 9009 Released
Dear Users, SDP 9009 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9009 SD-56235 : In Reports > Custom Reports > Request related reports, when selecting the Workstation as one of the columns, it displays only the workstations that are associated to requests and not the other assets that are associated. The column now has been changed to Assets. Selecting this column will display both the workstations
How to set reminder.
Need set reminder for every requests. When time to SLA is ending, before 1 hour for ending period sla need reminder. How can i set it?
Service Desk Plus iPhone App - Push Notifications
Dear Team Does the Service Desk plus iPhone app support push notifications? This feature will be very beneficial for our support engineers to receive alerts for when they get new calls, replies etc Thanks,
Dashboard Errors on SDP 9
Hello all, I've updated from SDP 8208 to 9003 and the dashboard is showing several errors when I filter by all sites (not happening when I filter just for an specific site). The errors that appear are the ones bellow. Any help would be appreciated. Thanks! HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Requester management without admin rights
Give Helpdesk ability to create, edit, delete requester accounts and departments without needing to grant them administrative rights.
Read udf_date in c# and maybe update it.
Hi there, I try to write a little tool in c#, that reads out the udf_date1 (we use it for documentation of last update and reboot of servers) and maybe write it back to database with the new date. We use SQL-Server and i can find no correct calculation for rendering the correct date or setting a new date. Maybe you can help me and show me how to read / display / write the correct value for this udf_fileds. Thx from Austria, Wolfgang
[ERROR] You do not have enough privilege to view this page
I have a SDSiteAdmin technician A. Now this technician A tries to scan for a workstation via an IP. ... and he gets this error message at the URL: "https://sdp2.pvgas.com.vn/NodeDiscovery.do" You do not have enough privilege to view this page The workstation is added to the system but he can not see it because it is not assigned to any site.
Email command
Here is what I am trying to do. All new emails coming into the servicedesk email account I want it to automatically assign it to one group. Is there a way to do this for new ticket emails? For example, If a user replies to a current ticket I don't want it to auto assign but people who send in a new request to the MESDP email account I want it to auto assign.
backup MESDP production db and restore to MESDP Dev db
We currently have a development environment that runs the default DB software. We would like to be able to backup the production db (MSSQL) and restore it to a new db file and connect our dev environment to that. Is it possible? I was thinking of backing up the Prod db with SQL express tools and restoring to a new db name and point the MESDP dev server to that database. Can it be done this way?
SDP CRM integration
Is it possible to have SDP send updates of requests to a third party application? I need to receive updates whenever a request gets updated. I have seen the callback Url for requests that are created via the Api, however I do not want to create the requests from the Api. Is there a way to have the callback url auto-populated for certain requesters? Also, I have read a little about the External Action Plugin, however that would require an extra step for users, correct? Is there a way to have the
how to enable a outlook connector
i am using outlook 2010 and i want to connect my Hotmail account in outlook please anyone can share me the procedure how to do this thanks
Disable required field
Hello, I've got the following question: Under worklog currently it's required to fill in "Time Taken To Resolve". Is it able to make this 'not required'? With friendly greetings, Youri
Double line spacing in requests and responses
When a request is logged in the system from an email. There seems to be an additional line feed after every line of text, meaning that everything appears double spaced. Is there a setting that can be modified to remove this as it adversely affects the professionalism of responses to our clients. Thanks, Tony.
Resolved requests report per month
Hi. I need report for resolved ticket quantity per month. Is it possible? And the second, I need the resolved tickets quantity per month by percent. In SLA is written that Rates of resolved requests quantity: 90%. I need this report
Manage lost assets with replacement
We have provide one laptop to Mr. Ruhul one year before. Three days before he lost the laptop. Today we have provide the another laptop to continue his work. My concern is, How to manage the lost asset with replacement.
Add new fields
Dears, I need your help ASAP to know how to add new field for the monitor for all the workstations, for example I need to add Tag Number, Monitor Model ,etc.. , Please let me know the steps to be able to add these fields, Best Regards.
Can Not Delete Workstations
Hello, Every time I try to delete workstations from service desk it freezes up my environment. I noticed lots of users having this issue on the forums but I only see a resolution of asking for a log file. After that the forum responder does not update the ticket with the resolution. Please help. I need to delete workstations that are no longer on the network and servicedesk to not show them anymore. Thanks,
Cannot delete old Unaudited workstations
Trying to delete these old enteries and there seems to be no way to delete. Thanks John
Number of Assetts.
Has this always been limited to 250. Or is that new wiht 7.6 If this is the case, we most likely will not renew our subscription.
Additional Custom View Filters/Columns
Under "Add Custom Views", it would be nice to be able to filter by Template Name so we can see all of a particular type of service in one window. The "Add Custom Views" section also contains a filter called "Time Elapsed". We would like to be able to use this field as a column in the requests lists. Thanks, Evan
Can't delete a few software licenses and the purchases orders for them.
I am unable to delete some software licenses which are connected to two closed purchase orders. I would also like to delete both purchase orders. No matter what I try, they simply will not delete. They are not allocated to anything. The two purchase order numbers are 2104 and 3001. I would like to just delete the purchase orders and have both of the software licenses delete right along with them. Is there any way to do that? Thanks, Tony
Problem with restoring backup
Dear, We just upgraded our SD plus from version 8.2 to version 9.0 build 9007. We also changed to an other server. But now I can't import the backup, it gives a 'strange' error. Extracting backup file.... Please wait extracting backup file java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.extractBackupFile(Res toreSDBackup.java:1090) at com.adventnet.servicedesk.tools.RestoreSDBackup.deCompressData(Restor eSDBackup.java:1074) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
Configuring the Pass Through Authentication in ServiceDesk plus v.9
Hello Support Team, I enabled Pass Through Authentication on Service Desk plus v.9 I didnt' create a new computer account with the script but I used the account already created during the join on the domain of the server. I set the password of computer account with the script "Setcomputerpass.vbs" and now I have this scenario: --> Signle Sign-On function with the active directory user login --> When I try to access on the server where Service Desk is installed, I get the following error: "The trust
scanned software and asset will not delete
I'm trying to remove our inventory of scanned software to "start again". I can delete all software except for this last one... When I try to delet it I get the following error: FAILURE :Database exception while deleting software. Please report the problem to the system administrator, with the Error Code - 1,229,470,206,459 I get the same type of error when I try to delete the last asset as well. FAILURE :Problem while deleting workstations. Please report the problem to the system administrator, with
Asset Management - Delete a workstation
Greetings. We want to know if SDP Enterprise has a function for delete automaticaly a workstation in the Asset Management, for example, if the machine doesn't report any activity or sync through the SDP via the agent or agentless for 30 days. Regards.
Infinite Ticket Loop from Email
Here's our situation. We've had an email address called "helpdesk@domain.com" that users can send e-mail to and open tickets. This works fine. This morning we had a user send a ticket to helpdesk@domain.com and that opened a ticket with our Helpdesk. However this ticket should have gone to our Unix team. What we did was changed the Group to Unix (unix@domain.com) and our technician worked the ticket. The problem happened when he hit "Reply" button and it populated the TO: field with the Requester
New incident drop down
Hi, SDP Standard v9007 Is there a way to sort New Incident drop down's items in the usual alphabetic order ? jfr
Unable to assotiate group to template
Good day! When i try to associate group written in russian to any template (incident or service) i get message "Template saved successfully" but after page refreshing i dont see any associated group. When group is written in english - all is ok. SD v.9004
ServiceDesk Plus upgrade from 8217 to 9.0 version FAILED
Dear everyone, There is an error when we upgrade SDP 8217 version to 9.0 version. We have a disturbance about rollback update process. Anyone have an idea? What is reason of this problem? Thanks & regards, Hien
Change Report with Associated Requests
I am trying to generate a report on Changes to capture the total amount of work done including work done on associated Requests as well. Testing out to see what work could be shown it does not appear that the report is pulling data from the work logs of associated Requests. Is there anyway to capture this? Build: 9007
How could I generate closure report based on resolved time rather than completed time?
Currently I'm taking the a custom closure report based on the completed time of tickets. I would like to take the same report based on the time when the status of the request changed to resolved from open. That is the resolved time. Any help would be greatly appreciated. Regards, Riyas
Licensing - Adobe Creative Cloud
What’s the best way of inputting Adobe Creative Cloud subscriptions into SDP? Each subscription allows a variety of Adobe products to be installed during the subscription period. Is it best to create ‘Adobe Creative Cloud’ as a software suite and then identify and add the Cloud-specific (CC) products to the suite? Also what ‘Licence Type’ and ‘Licence Option’ would apply in these circumstances, as there is no option for a subscription?
New Search results in SDP 9003+
Hi All, I noticed that we also experience the same behaviour with the Search feature in Service Desk Plus as mentioned here: https://forums.manageengine.com/topic/search-result-inaccurate What we see though, is the oldest 500 results. So if I was to search for say, 'backup', the most recent result I'd get is from a few months ago, and I would not see something that was logged say last week. I have yet to apply the 'update lucenesettings set value=1000 where category='Resultrowsize'; ' fix, but I
generate report with latest worklog
Hi supporter, I want to generate report from Servicedesk including worklogs, however with request have more than 1 worklog inputted I have duplicate request in the report, so I need to generate report with only latest worklog so that I can avoid duplicate of request in the report. thank you ! Tai
Signle Sign On
Hi there First at all: Single Sign On for AD Domain is working fine. Currently we have a second Domain (no forest and no trust) where users should be able to connect to ServiceDesk. We know that this is not able without trust or forest .... We were able to Import the users so they can type in their Details manually. Is there a way to SKIP the NTML-Request to avoid AD PW Window ? THX Stefan
Created an extra technician record, can I delete it?
We are starting to get our ServiceDesk going, and I think I made a mistake. We have it tied into AD and importing user records as Requesters, which all works fine. As a noob admin, I didn't see the proper way to create a new Technician record, which I now think is to take a Requester record and do "Change as Technician." Instead, I went straight to the Technicians list and "Created A New Technician." I gave him the same login name as the user I wanted to promote to Technician (let's say ASmith).
Closing Requests submitted by InfoPath Form (from Sharepoint site) to SDP
We have some InfoPath forms in our SharePoint site which, when submitted, are sent to SDP. SDP recognizes these forms as originating from sharepoint@domain.com. This email address doesn't exist (a default in our SharePoint set up I believe) and therefore I'm unable to close these requests. We have the 'notify requester when ticket is closed' option enabled as default and want this to remain so. Also, we do not want to create the 'sharepoint' email address. Therefore is it possible to turn
How Backup Tech Work
I am trying to understand how the backup tech works, and I have a couple of questions. 1. Does the backup tech get assigned when someone manually assigns a request to a tech who will not be available on the request's dueByDate, provided the bakcup tech is set for the day? Or is the request assigned to the backup tech only when the system assigns it automatically using some features like Business Rules, Technician Auto Assign? 2. When does the request assignment to the backup tech actually take place
Missing clients in Service Request forms for technicians
Hi. We have SD+ 8.2.17 and we have synchronized it with our AD. With my administrator credentials when I create a new service request, I can select the calling client, any calling client, from a list with all clients (users). Some of the technicials, who don't have administrator privileges on the system, can't see ALL the clients. They can see most of our clients, but can't see ALL of them, no matter HOW they search for them (name, login name, dept. etc.). When I study the parameters of a client
Problem with russian characters
Hello! I'm using ManageEngine ServiceDeskPlus 9.0.9006 with Postgresql. I have two problems with it: 1. Search requesters by name (Admin - Users - Requesters) don't work when i use russian characters. Example: "Иванов" - don't work, "Ivanov" - work. 2. Only english alphabet (Admin - Users - Requesters) in requesters filter. English names starts with A,B,C,D etc, russian names starts with А,Б,В,Г etc. I can't filter russian names with english alphabet, i need russian alphabet.
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