SDP 9002 error restore
Good afternoon. Can not recover the data in the SDP 9002 + ms sql. The error is: c:\ManageEngine\ServiceDesk\bin>restoreData.bat >c:\ttt.txt 15 ╨▒╨╡╤А 2014 19:15:01 com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to set the standAlone param as : true 15 ╨▒╨╡╤А 2014 19:15:01 com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to reset rootDir using server.dir 15 ╨▒╨╡╤А 2014 19:15:04 com.adventnet.servicedesk.server.utils.SDDataManager <in
Possible to change the status of ticket upon receiving email from requester?
I would like to have the status of a ticket change from "on hold" or some other custom value to open upon receiving an email from the requester. Is that possible? Thanks, Marc
Search for exact phrase
We are demoing Service Desk Plus. We are finding the search function limiting. Is it possible to search for exact phrases? Or is the search limited to one word only? We search by address a lot and are having problems. If I search for the address “907 N” it will return every request that has an “N” in it. Not just that phrase. Is it possible to search by: Exact phrase in quotes? For example “907 North” Or Any of the these words with an OR statement? For example: 907 OR North Thank
Ticket created from email looses formatting
I am having an issue with new tickets being created via email. we have some automated emails that get sent that use alot of html code to do formatting/etc but when servicdesk brings it in all that formatting is lost. Is there some setting somewhere that I missed or how can I go about fixing this? Thanks!
Servicedesk incomming mail
Hi After changes to our Certificate on our Exchange server, the Servicedesk is not able to pull incoming mails from its mail account. What could be the problem? Regards Martin
Add Requesters to Requests
There is an option to Add requesters to requests How do I go about doing this or setting it up
Error Unknown/Unexpected Error occurred Robo Technician
Good morning, Wanting to reset windows password I get the following error message: Unknown/Unexpected Error occurred Thanks
Link from asset to DeskTop Central machine details
If ServiceDesk Plus is integrated with Desktop Central: As a technician with appropriate permission when viewing a workstation asset in SD+ when the asset is also managed by DeskTop Central, I can click the Service Tag or another link and go directly to the machine details in DeskTop Central SD+ : /ViewWSDetails.do?wsId=XXXX Links to DC : /invComputerDetails.do?actionToCall=computerDetails&RESOURCE_ID=XXXX
Add new fields in software details
Hi, Is it possible to add new fields in software details in SDP inventory ? I have attached the page the I would need to add fields in it. Thank you, Steve
Need Custom Report
I need a customer Audit History report that shows workstation changes matching only certain criteria (e.g. Name Change, software installs) but the only option i see if to report all workstation changes, which is overly detailed. The report shows 44 pages of changes just for a 24 hour period. This is too much to be useful. How can i customize the types of changes and limit to to only certain changes?
Un-Able to set requestor as Service Request approver
I need to be able to have selected requesters have the ability to approve service requests. We have the enterprise version and the check box is there and checked but greyed out. And they are not approvers. Even though the greyed out check box is checked. I need to be able to give them this permission and should be able to. All assistance appreciated.
Customize Login Page
Hi, i have ServiceDesk Plus v8.2.0 I want to customize the login page of the portal There are some threads of older versions, but not for the last Can you help me??? Thanks Andrea
Can we notify a support group when a reply made on SDP?
We receive around 50-70 requests per month, and we would like to share all threads among a support team. Specifically, I want to have the SDP notify all technitians in a support group by email even when requesters reply on the SDP, but I am struggling to do it. I tried setting a distribution list address as the email of technitians, and this sure worked but gave me another problem, i.e., no notification is sent when a request is assigned (I did assigned the request to the other technican than the
Mimimum Rights for asset scans and import from AD
Hi, I need to ask what is the minimum user rights needed for the credentails that is used for asset scan and AD import and Sync. becaseu some customer does not want to use domain admin rights. also I need to as if the username/password information is stored encrypted in the database or in plain text My best regrads
ServiceDesk Plus 9003 Released
Dear Users, SDP 9003 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9003 SD-46182 : Site Restricted technician have no option to edit/delete his own report. SD-52754 : Service Category configured in default template not get updated when request added through Quick Create/Email. SD-53480 : When a request is created using servlet API, the provided template is not set in the request created. SD-54064 :
Additonal fields
under the administration tab i see that its possible to create additional fields in the users section. is it possible to create additional fields under the helpdesk menu as well? I would like to add a field that is called "root cause" which would be a drop down list of various causes defined by our business groups. we are currently on version 8.2.0 build 8212 if this is not possible on our version, but is on version 9 please also let us know so that we can move forward with the upgrade. Thank you
ServiceDesk agent info
We recently have installed ServiceDesk Pro i believe, the agent is being pushed out via group policy to all machines within out domain. All or most Windows 7 machines will show up and i can get all hardware and software info. Windows XP machines are a different story.....nothing will show. Guess what i need to know is what services need to be enabled through GP and or is there a different approach i should be taking? Our server side is running version 8.2.0 Build 8217 Thanks for the help
CAL licensing
How is CAL licensing handled? We would like to track out Exchange CAL licensing. I have created a license and selected the CAL license type using the per mailbox option. How do we attach the CAL to a mailbox in the Exchange server? We would like to track the number of CAL's versus the number of mailboxes existing on the Excahnge server to insure we are within licensing compliance. We also would like to track CAL licensing for SQL server, Windows server, Lync Server, and SharePoint.
Task order
Good Day! I want to see all closed tasks in the bottom of the task list. But when i choose "sort tasks by status" task order column goes crazy. Is it possible to sort "task order" ascending when i choose "sort tasks by status"? As of now it is sorted by task ID.
Pass-Through Authentication Enabled but Users Are Sent to Login Page
Good day, I've recently enabled AD Pass-Through Authentication on my SD+ test instance and am running into a strange issue. After running the script to create the new computer account in our AD, the settings saved successfully. However, when a user tries to go the to SD+ test environment (sdtest02), they are redirected to the login page with the following address: http://sdtest02/HomePage.do?SkipNV2Filter=true It would appear that the NTLM V2 authentication is failing, but when I look in the SSO
Service Catalog IE11
Hi, I'm using service desk plus 8.2 and when i will update a task in the service catalogue it's not working. When i click on save nothing happened. I have make the modification with IE9 and it's work fine. So is there any know issue about IE11?
How set "startTime" when adding worklog through REST API?
Hi I can´t seem to figure out how to set "startTime"(and "endTime") when adding a worklog through REST API. This is the INPUT_DATA: <Operation><Details><Worklogs><Worklog><parameter><name>startTime</name><value>1394460603088</value></parameter><parameter><name>description</name><value>Rebooted computer</value></parameter><parameter><name>technician</name><value>Stern Howard</value></parameter><parameter><name>workMinutes</name><value>1</value></parameter><parameter><name>workHours</name><value>0</value></parameter></Worklog></Worklogs></Details></Operation>
Backup Loops After Upgrade to SerivceDeskPlus 9
Right after upgrading to release 9, our scheduled backups will loop and reinitialize every 10 minutes or so and eventually will never complete until manually disabling it and restarting the Manage Engine Service desk plus service. As of today, I have not been able to backup our data which concerns me. Windows Sever and MSSQL database Sys Log entries Schedule backup started Backup Schedule - Info Feb 27, 2014 02:56 AM System Schedule backup started Backup Schedule - Info Feb 27, 2014 02:49 AM
Reporting Metrics as a Percentage
Hi All, We use Managed Engine version: 8.2 Build 8205 Has anyone managed to produced metrics reporting in percentages? Looking for easy stats, i.e. Logged with Service desk, percentage assigned to 2nd level etc.. Have been unable to produce these kind of metrics. Help please? Thanks
deleting departments
I have a problem in that I want to delete several departments from ServiceDesk but every attempt says that the department is in use by a module. I have checked Requesters, requests, assets and none are using the departments. How can I find out what is preventing me from deleting these old departments? Regards, Robin
Business Rule Criteria Group IS None not working
Is there an ETA on this problem SD-47197 When a business rule with criteria as group is 'none' is executed it does not apply any action. Whereas if the criteria is level is 'none' then action applies. We are trying to get our SDP installation up and running and were looking to create a rule for all new request that do not have a group assignment and assign them to a default group. Of course, with this bug, we are stuck.
Error while unpacking - during SDP installation
Hi, when ever I try to install SDP.. any version 8217 or 8215 or even the 9 version.. during the extracting zip files .. this might take a few minutes phase it stays for a while and shows a sever error while unpacking and the installation terminates. I tried removing the adventnet folder from regedit... zoho folder from regedit.... removed the partially installed SDP files...cleaned temp files and fixed registry issues using CCleaner..restarted teh system.. but still the same. I did uninstall and
line graph report showing total ticket growth for the year
Ok this is probably going to be embarrassingly simple but i can't figure it out. i'm trying to make a report which has a line chart or time series chart the only thing i want to see is the total number of tickets opened over the period of a year from the date run. my problem seems to be that the only way to make a line chart or time series chart work is to group it by something specific, which in turn, creates multiple lines on the chart which is not what i want. I just want it to view a single
SDP 9002 High memory usage while and after asset scan
Hi Is this normal? Thanks for 9002 the asset scan now complete without stacking in middle. I have completed the asset scan in about 6:30pm in reasonable length of process time. However I noticed the memory usage (java) is up to ceiling like commit (KB)=7.698,396, working set (KB)= 5,707.208 way after the process is completed and just now at 10:37AM. If I restart service, it will way down to 1GB mark for start. Well, I see the system requirement for this application is 4GM server memory. We have
error/bug when importing from AD - user gets overwritten
Running SDP V8212 (Windows with mysql) I have a technician John Doe with email john.doe@mydomain.com There is a second Active Directory account called HD_JohnD with email john.doe@mydomain.com each time we do an import from active directory, the technician "John Doe" is changed to "HD_JohnD. How can I prevent this? This is messing up our business rules. Wayne
SD+ asset serial number keeps flipping between two values
Running SD+ 8.2.0 Build 8216 and Agent 1.0.15 that came with it. We have one system that has a hard drive that the serial number keeps flipping between two values. We've confirmed that the user is NOT removing the hard drive and popping in another. We've also confirmed there is no duplicate IP or host with the same name. Here is a partial history: Scanned on Feb 24, 2014 05:06 PM Hard Disk (ST980412ASG) - Serial Number changed from 5VF06L8Z to V50FL6Z8 Scanned on Feb 24, 2014 10:40 AM Hard Disk
Is it possible to import other fields from AD?
Is it possible to import more/other fields from AD. There are other fields specifically the "Reports to" field that I would like to import from AD
Need to close several requests at once
Greetings, One of our Helpdesk technicians needs to close several requests at once. We require that there be a resolution posted for each request, but the resolution for all the requests was the same (applied updates to software package!). Is there some way of adding the resolution and closing all the requests at one time, rather than one by one? Thanks!
Can We Change Height of Resolution Writing Area?
Is there a way to enlarge the height of the request resolution text writing field? Ideally, the size auto adjusts to the browser height accordingly, as is the width, but at least can we give a bigger (and fixed) default size?
"Personalize" not working in 9.0
Upgraded to 9.0 Build 9002. We use the "Personalize" option to add our names to the requests when we reply, and they are not being added since the update.
"Subcategory" not sorting
Using IE 10, we do not have the "Subcategory" option sorted alphabetically. This makes it difficult to find the correct entry. It was sorting okay in IE 8 and 9. We do not have the option to use another browser.
Column aliases for non-custom fields
Hi. I'm developing a Reporting Services report using servicedesk Database. I'm not able to find the names of non-custom fields in the database (table columnaliases has column names for custom fields, UDF_CHAR1 for example). Is there a table in the database with those names? I'm developing the report using portuguese language. Thanks in advance.
SD Plus upgrade to 9002 - Error with Dashboard display.
Hi I recently upgraded to the latest version and now when I view the dashboard I get an error 500 java exception. I've attached a screenshot. Any help would be great. Thanks Scott
How to use downgrade rights properly
I'm beginning to use the Software asset tracking within Service Desk, and am happy to see the 9.0 version with many additional capabilities. Right now I'm trying to track my Autodesk licenses. Under an Autodesk subscription, we are allowed to run the current version plus 3 prior for each license we hold. As an example, if I have 60 licenses I can run version 2014, 2013, 2012 and 2011 on one computer, and this consumes a single license (single computer). I had hoped downgrade rights would provide
removing software entries from asset manager
Hi we have thousands of entries in our asset manager - scanned software where installed is '0'. (historic polution) Since I can only delete 200 records at the time this would be a time consuming excercise to do it manually. - is there a way to (permantently) delete the ones where 'installed' equals '0' (one off) - is there a way to remove them automatically once they become '0' ? (setting) thanks/Eddy
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