Can't scan ESXi 5.5.0 host
Hi! SDP Version: 9.0 Build 9003 Hosts accessible via vSphere client. Accessing its https://ipaddress shows the usual ESXi welcome page. In SDP, I've created VMware credentials. Upon scanning the server via Vmware, the following error shows up when using both credential were used: Connection to SSH Service in the workstation failed. ESXi 5.0.0 scanned normally. Error only ESXi 5.5.0 Please advise, support file available upon request. Thank you in advance.
Link Task Templates to Service Catalogue Workflow
Good morning, We are currently evaluating SD 8 Enterprise Edition and are currently going through the config wizard. We have just setup the large number of task templates required and have moved onto setting up the Workflows for each of our service catalogue entries. When setting up the workflows we had assumed that we would then be able to pick from the list of task templates we have previously setup. It however appears that we now need to re-enter each of the tasks again (in some cases multiple
Change Management
Hi, for some reason we cant remove the changeowner and changemanager from the template that we build (new template). When I remove the rol and save a popup with this message appear: "Already a Change Template in the same name is present. Please provide a different name." Other problema is that we cannot see the new roles to add to this new template. We want to add the new roles to the default template and remove the default roles. Thanks.
Import Manager field from active directory
Hi Any progress in importing Manager field from Active Directory? This issue has been on-going for a long time. We are in the process of trial using Desktop Central 8 (very nice product btw), and guess what? Manager field gets imported! Can you check how Desktop Central imports it but ServiceDesk Plus cant? regards, Ashburn
Change Feature Request: Recurring Change
Hi, I need to plot several recurring infrastructure changes however there is no possibility to do this currently. The Change has been approved but is a recurring weekly change. How can I show this on the Change calendar for our Operations team and Business as a whole? The CR should show on the calendar on a weekly basis as a pre-approved. Thanks,
Change Management
Hi I have created a new Template in Change Management in 9.0 Build 9000. I called it SDGeneral and deleted the existing one that came with the upgrade. Now I am unable to see my new template or even create new templates, in fact it is missing. I am able to see the SDEmergency template but when I click on this all I see is a blank page. Thankfully this is on a test server and not rolled out live. unfortunately we don't back up the test server. if there a script that you can sent to me or do I need
Domain Scan in Progress - Never Changes
I am having a weird problem. The status of my domain scan is always showing as 'In Progress' this is even after shutting down servicedesk, restarting the server, restarting the sql services on the sql box hosting the database. It has been this way for three days now. How do I go about stopping this since I can start another new scan but it appears even after a couple hours where it should be finished the scan progress does not change to completed.
Missing Technician in SLA Escalation List
I am creating SLAs for Service Categories, however when I choose the technician to escalate the request to I find one of my technicians is not in the list. Can someone assist me on how to resolve this?
Change Backup Upgrade Path
Trying to update our test environment fron 8105 to the latest version & the auto backup is failing due to limited disk space. Is it possible to change the path of this to a network share? Hoping to utilise a NAS for this purpose.
Updating from 9000 to 9003 Issue
I am trying to update from 9000 to 9003 and it keeps failing on me. Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:311)
Assign ticket to multiple technician
Hi, I am stuck in a situation I want a assign a ticket to multiple technician base on the the category Whether its possible in service desk . Please reply Regards, Mir Amer Ali.
SLA based on blank fields
Is there a way to set up an SLA to trigger if a specific field (Priority, Category, Level) goes unpopulated for a specific amount of time? When I try to make the rule, it requires me to select a value for those fields, and I cannot type NULL. Thanks, Dave
Customising colours in graphs
Hi we currently generate a custom report that shows a table of all requests assigned to a group, with a summary stacked bar graph showing the status of requesters tickets e.g. Bob has 2 open, 10 closed etc. This is showing the responsiveness of a high priority project. It would be good to be able to change the colours on the bar graph. They currently show red for closed tickets but to us it should be green or at least gray. It is good to deal with tickets and have them resolved! Red means bad or
ServerContainer Fails Upon Startup
We're currently trying to test out ServiceDesk Plus free edition to possibly move towards this solution in our company. After much troubleshooting to get to this point when running the "run.bat" file PS C:\ManageEngine\ServiceDesk\bin> .\run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS:
sso
Hi colleaguesPlease tell me sso function is only available for a single domain? Сan i apply it to two or three domain? Thanks!
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
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