Change template?
Is there a way to access the change ticket template? Specifically my goal is to make a new additional field required for a ticket to be created (I can only configure it to be required for closure as far as I can tell). For Incidents/SRs its just a matter of going to the template and flagging the field as required, but I can't find the template for Change anywhere.
Change multiple requests department
I have need to change over 600 (or even more) request department from one to another. We have changed users departments, but in closed requests there is still old deparments and i can't delete the old deparment befor old department is changed to new one.Is there any 'refresh' command to mysql database for this? Anyone knows good tip for this?
error on reports - total value of time spent (request+tasks)
Hi, When I insert the time in task inside request, the time not appear in my reports. Look this example: I put 6 hours associated to the worklog task, and 5 hours in the request worklog directly On worklog detail of request appear 11h (correct), but in my reports only appear 5h (the time insert in worklog of request) you can see in my data filters and the results of report. I need the reports join the time inserted on request worklog directly sum the time inserted on tasks worklog associetd to
Actions button missing after upgrade
After upgrading to Version 9000 some of my technicians do not have the Actions button when viewing the requests tab. These techs are in the assigned role of "normal". The techs in the role of "SDAdmin" still have the actions button. Is this a bug or a security change in 9.0?
Robotechnician not reseting passwords
I tried these steps: 1) Under Admin -->> WindowsDomainScan, make sure you have provided the right credentials to reach the Domain controller. - tested this by making sure i could import user objects from AD successfully. 2) Under Admin-->> RoboTechnician you have configured the settings and set the status as "Enabled". status is set to "enabled" 3) Make sure ROBO - PASSWORD_RESET template is selected when you are creating the Request. verified that we're using the correct template. 4) Make sure the
MySQL upgrade
Good day! We are using SD v9004 but MySQL version is very old - 4.1.18. Is it possible to upgrade MySQL to latest supported version (as i know it is 5.1.50) and what are the right steps? We have tried to uninstall our current version and install v.8121 (its the last version which supports MySQL installation and use MySQL 5.1.50). And after that we have installed all neccessary service packs to upgrade to 9004. After that we have used our backup for information restoring. All seems fine - SD have
Service Desk Migration
I am currently in the evaluation process of Service Desk. I have completed a lot of custom modifications. I am going to need to migrate Service Desk to another machine / server. Is this possible while still keeping my customization's?
SSO Issue Two Logins
Dear all, I have installed Manage Engine on a Windows Server 2008R2. Build is the latest 9.0 Build 9006. Everything works as it should except the SSO login with the windows-credentials. When I open the webinterface, it comes up with a login screen from windows, I insert my user credentials and will be forwarded to the login screen from SD+ itself. There I have to insert the credentials again. After that, I am succesfully logged on to the application. I have tried different browser, but still the
Secure ID/PKI authentication or full Windows Integrated authentication for Service Desk Plus
Our company is moving away from using passwords in Active Directory to using only Secure ID cards. Eventually, AD integrated log in with username/password pass through won't function.
Upgrade failed from 8.2.0 Build 8214 to ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0
HI My upgrade for servicedesk is getting failed from build 8.2.0 to 8_2_0_SP-1_0_0 with error unable to start the db, possible server is running if so shutdown the server.or previous upgrade is failed and the message for the same will be displayed in command prompt. I have tried the upgrade with service stop still the same error any help is appreciated.
Auto change of staus
Hi, I've changed the setting that auto changes a ticket from On-Hold to Open when the requestor replies which works fine, however is there anyway to do same when anyone replies to ticket? The reason I ask is that in some cases we have to forward a ticket on to different people other than the requestor and when said person replies we have to manually keep an eye on the on-hold tickets.
Unclean shutdown of previous run
Hi, After installing the SDP version 7.5.0 build 7506 can not use the service. Following the outcome of the run.bat command: =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\AdventNet\ME\ServiceDesk\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Change calendar type
Hi, I don't want to use the Gregorian calendar in Service Desk plus. i want to customize the default type of the calendar instead of what it is now. Could you please let me know that is it possible to change the calendar type of the service desk plus and how? It is kinda important to us Best Regards
OS Tracking
We recently implemented SD+ and are on the current 9006 build. I have a question for all the folks out there using the software for asset tracking. How are you handling OSs? We have 100 pcs that ahve Win 7 installed. The license key that is being picked up is the same for large batches of them and does not match the license sticker on the PC. I assume this is because the manufacturer of the PCs uses a standard image to load the PCs before shipping. Compliance wise, are people going and checking
Disable (Remove) Remote Control Agent?
I would like to know how to disable or remove the remote control agent entirely? the ability for an admin to modify the configuration to allow a connection without prompting the user creates a significant security concern. I know you can check the box to remove the functionality, but if you were an admin a simple check of the box re-enables that feature. We have some financial areas that we can not permit any kind of remote connectivity to, thus must figure out how to remove or disable this on
Removing SLA Delivery Time Notification/Banner
Is there any way to remove the SLA notification that appears at the top of the service request when an SLA has been assigned to it? If not we would like the ability to hide this to both technicians and requesters as I'm not sure why a requester would need to always see this information. Best Regards, Evan
Where to put REST API key
Hello, I've read documentation http://www.manageengine.com/products/service-desk/help/adminguide/index.html to use REST API, but I don't understand where I need to put API key. Is there any real example where I can see how to use the key that I've generated. Thank you
business rules
Hi, colleagues When i creating a new business rules, choose the action "to appoint a specialist," I get to choose only one specialist. Can i choose two, three? Heeeelp me! Thanks!
Report including History
Dear ME Support I need your help to generate the following report requests created yesterday or in specific period with the following information Request Id Created time requester person who assigned request to technician (from History) time of assignment (from History) time of attendance (from History) time of closing request notes added by technician Thx
Servlet API Pass-through Authentication?
Hi. How can I use Pass-through Domain Authentication with servlet API? I want to make a very simple html templates for my requesters for adding requests "by two clicks" without entering any usernames and passwords. And one more question: How can I redirect an XML-formated response to another HTML file for more readability. Maybe you have an example HTML file to output a result? Thanks.
Duplicate emails when Replying
We just noticed this bug after upgrading to 8.2.0 Build 8217. When replying, emails in the CC field appear twice (duplicate) for some reason. How can we fix this?
rating calculation
hello how does the rating gets calculated in the report , it gives me 3,4,5
Please add the ability to set the "due date" upon request creation.
Please add the ability to set the due date for a request upon creation. We would love to be able to set the due date manually at request creation. For example, if I create a low priority request. the system automatically assigns a due date based upon the priority. I then have to go back in and edit the request and change the due date to a specific time. Unless I remember to do this, we are seeing many requests violate the SLA.
Show change history in asset history
In the history tab for an asset, changes that went through the change approval process that impacted that asset are not listed in the asset history.
Actions menu not visible in request list view when the technician does not have request "Delete" permission.
So we're still having an issue with this, even after the 9001 fix. We are running version 9003 with MSSQL. The actions menu at the top does not display still when the "Delete" permission is disabled. The first picture shows when the technician has the "Delete" box selected from the user permissions, and the second picture is when the "Delete" option is unchecked in our technician permissions. I know this was supposed to be fixed in 9001, but it does not appear it was.
about SITE attiribute
i cant see user SITE attiribute but its ok on Active directory what should i do ?
Creating New Incident via eMail
I'm working on creating an email that is sent in to create a new incident. I understand the variables and all that. In the Subject line I'm putting in the @SDP@. In the message body I'm putting in the additional @@variable=item@@ stuff. What I want to know is if it is possible to "HIDE" these variables or have them stripped after being sent via email. Could anyone please comment on this?
Mail fetching running but not fetching..
Hi, my server SDP 8.2.0 Build 8209 don't fetching the mails, I'm not sure what's going on because the McAfee was stopping the mails but I add java.exe and even telnet.exe in the Prevent mass mailing worms from sending mail as a exclusion. But it doesn't work. I add telnet because I see in the McAfee logs that it block. even I disable the Prevent mass mailing and later the Access Protection, or in a wrong way but to test if the fault is from McAfee but McAfee re-enable it. I add logs from SDP and
A few Question about Manage Engine / Service Desk
Hi everybody... i have begun to use manage engine ... 1. why i need to install Agent on my clients ? already i can see my assest when i use discovery on network so what does it provide me ? just remote control + ? thanks for replay..
Request assign notification not sent from time to time
Here is scenario: request created via web with default technician group set and in most cases technician from this default group picks up request or it is assigned by manager - notifications sent without any problem. By sometimes request is for another group and when manager assigns technician (from other than default group) SDP won't sent notification to technician (and what is strange - not always happens like that). All notification rules seems to be fine - this another group technician is not
self monitoring service for sdp
Can someone explain to me what this is and how I can use this?
Backup shcedule failed
Hi support, I'm using SDP 9 build 9003. I have an issue about backup scheduling. It's failed in the last 2 days. Path folder backup is already correct. Server is running properly. Please give me advice. Thank you.
Feature Request - Linux binary installer support should be extended to allow installation to ARM CPU architecture
There are plenty of resource capable single-board computers on the market. Many of them feature the ARM CPU architecture. Currently the Linux installer for ServiceDesk is compiled as a binary that doesn't get recognized. I suggest adding support to allow the binary to run on ARM CPU architecture computers. Here is some gathered information possibly highlighting the problem. The following was collected on a Pandaboard ES: objdump -f ./ManageEngine_ServiceDesk_Plus.bin ./ManageEngine_ServiceDesk_Plus.bin:
Japanese characters are collapsed on reports.
Dear All, I Installed ServiceDesk plus 9.0 on Fedora 20. Almost functions are works fine, but I have one trouble about reports. Japanese characters are collapsed like below. I think this issue caused that the Fedora does not have fonts. Please let me know the solution. Thank you
ServiceDesk Plus 9005 Released
Dear Users, SDP 9005 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9005 SDF-48763 : On Splitting a conversation as a new request, Site, Group and Technician of Parent request will be set to the New Request created. NOTE : This is a behavior change, earlier the Site of the Parent ticket alone will be set in the "New Request" created as a result of the split operation. SD-55847 : The size of the Reply/Forward
How can i rebuild search indexes?
Hi! After a failed upgrade or restore, search does not work. How can I rebuild search indexes?
Asset Computer Detail
Hi All, Thank you in advance for your help. Below are my questions: 1. In the servicedesk, asset menu, the computer have alot of detail when i did the scanning, like memory bank, VGA, etc. Is there away not to display the detail information? or is there away to limit the scanning to what i want? 2. Just a suggestion to the manageengine support, is it possible to give feature to choose which information that client want to see from asset menu. once again thank you for your help.
SDP not affected by Heartbleed
Hi Users, Heartbleed is a vulnerability detected in OpenSSL. The details can be seen here. http://heartbleed.com/ ServiceDesk Plus and AssetExplorer are not affected by this vulnerability as we do not use OpenSSL in the product. The default certificate is generated using the java keytool and not OpenSSL. So customers need not worry regarding this vulnerability. Thanks Shanmugam PL
ServiceDesk RESTApi ADD_REQUEST INPUT_DATA invalid xml on long Decription node
Hi there, I am in the process of finishing an integration in which the source system's ticket description field in throwing an error when I attempt to post via ADD_REQUEST. A sample of the call is attached. As you will notice the <description> field on the on the input_data will through an error: <operation name=\"ADD_REQUEST\"><result><status>Failed</status><message>Error when performing - ADD_REQUEST - XML document structures must start and end within the same entity.</message></result></operation>
Export from grid to excel for Assets
It would be extremely helpful to export the current data in a grid (such as software licenses) to excel for use and sharing outside of Service Desk.
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