fail redirect https
I want to redirect from https to https I follow this steps: 1º changeWebServerPort.bat 443 https 2º Modify: C:\ManageEngine\ServiceDesk\server\default\deploy\jbossweb-tomcat50.sar <¡-- A HTTP/1.1 Connector on port 8080 --> <¡-- The compression parameters are taken from the default Tomcat server.xml--> <Connector port="80" address="${jboss.bind.address}" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" redirectPort="443" acceptCount="100" connectionTimeout="20000" disableUploadTimeout="true"
Calendar Sync API
Hi, One curios question regarding development of the API. Is it possible to query the API for Task and other information so i can sync to a calendar in Outlook ? If not is this something that will be on your road map in the near future ? Best regards, Valdi Hafdal URL : http://www.vlink.is [V-Support Outlook add-in for SCP] : http://www.vlink.is/scp [V-Technician Outlook add-in for SDP] http://www.vlink.is/sdp
Russian language support
Do you have any plans for Russian Language? If you are interested in support, we can help you to translate in Russian language. For information: Our company "Arguments and Facts" are huge publishing agency in Kazakhstan, Almaty. We got proffesional translator in establishment. If you interested in our assistance, please contact me. nabramenko (you know what goes here) aif.kz Best Regards, Nikita.
can not assign ticket to technician in request view. must open ticket and then assign to a tech
We can not assign a ticket directly to a tech from the request view. Failure. Request ID(s) 667 cannot be assigned to the selected technician as the technician is not associated to the site. you have to open the ticket go to Assign then choose assign and then choose the technician. Same with picking up a ticket some tickets randomly work fine some don't (using the assign > pick up) FAILURE :Failure : Request ID(s) 683 cannot be picked as the technician is not associated to the site. we had the
Upgrading error
Dear SDP Support, My customer would like to upgrade their SDP from 7.6 to 8. They start upgrade from 7.6 b7608 to 7.6b7611 but the upgrade script show error as below: 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
On hold requests
Need notifications for on hold requests, if request is on hold for # days, notify requester\technician, or close request with standard template answer.
Is there a way to make fields populated by AD required?
Many times some of the AD fields have no info. phone number location ect. Can we make these fields required so that if they come up blank from AD the user must then fill in this field manually? many tickets are lacking vital info like phone numbers and slowing down our work flow. Thank you
CMDB and Assets Configuration Baseline
Hi, Someone can explain to me if it exists any way to create a CMDB configuration baseline, like a CMDB Snapshot? And for Assets too? Best Regards
Putting requests on hold
It would be nice if there was a way to select multiple requests and put them onhold right from the main requests page and not have to edit each request to set them to onhold.
Problem with view requests by specific requesters
I recently had an issue viewing requests by specific users that wound up being an end-user issue that was resolved by Manaj. However now that I'm actually able to view requests by specific requesters, I'm noticing an issue. I know that requesters have an individual "requester id #" which is mainly just for the backend. However, when going through admin>requesters>[specific requester]>view requests it simply does a search in the requester filter for that name as opposed to showing requests from
Requests issue
Morning everyone First post on here! Our service desk database has some unused categories, in particular the requests module. We would like to change these now, but as with data integrity, would this not mess up all our old requests?? Also we would like to design a simple request form so us IT bods can submit jobs very quickly. However i can easily do this but then when i edit the job i do not get the rest of the options to complete. So it's a case of having one big form with all mandatory
Disable a Support Group / Rename
Hello, So I gave up on deleting or disable support groups as we can not loose the data from old tickets in the system. So I've decided to just re-name them to X Group, that way people will stop using them and put them at the bottom of the list. From the looks when you update it in default setting, it doesn't carry to all of our 445 sites. Do I need to do this manually or Does anyone know of a easier way to do this? Thanks
Feasibility of ServiceDesk Plus Migration from 7.x to 8.2
My organization is currently operating on ServiceDesk Plus 7.x (if the specific version is required, I can provide tomorrow - when I get back to the office). I (We) am (are) very interested in leveraging our paid Maintenance to upgrade to ServiceDesk Plus 8.2 to leverage all of the upgrades/introductions brought in by doing so. With that said, our in-house documentation for the original implementation is non-existant. I've done some brief browsing for documentation - searching the ServiceDesk Admin.
Task Notifications
When I create a task from a request the technician is not notified. Is it possible for the Task to be sent as an appointment? This can then be sent to anyones calendar. At the moment, I send the task and no one knows it is there! An appointment would be ideal we can then utilise calendars in iphones and Outlook etc. Some techs are remote and a calendar reminder (and to the sender) would be very useful.
Backup error
Hi! In attempt to update ServiceDesk there is a mistake that the backup can't be created. In a manual mode the backup also isn't created. How to solve this problem and to update servicedesk? ServiceDesk v.8.1.0 build 8127
How to set the reply mail address to the assigned technician's email address instead of the reply-to address which is set in the Mail Server Settings?
Dear Support, I've faced the inconvenient situation in our customer's site. The situation is when technician replying to the requester by click the reply button and type the message to communicate to the requester, the SDP send this message to the requester properly but using the email address which is set in the reply-to address in the Mail Server Settings instead of using the technician's email, that's cause the requester confuse if he would like to reply this message it will send to the reply-to-address
Support Group Description
Maybe its just my aging eyes, but I can't seem to find where you update the Description field for Support Groups. For example, the Support Groups list includes Network and next to the description "All requests related to hardware problems are ..." When I go to edit that entry, or even add a new one, there is no field for description on the edit screen. Anyone notice the same thing or can tell me where I'm supposed to be looking? Thanks!
Custom CI Type corrupt and cannot delete it
Hey guys, I have a custom CI type that has become corrupt... i switched between 'Save as an asset' and now when i try to view the items, it does not do anything anymore. When you click on it it the CMDB, the following just stays on the screen indefinitely (i had put in a few items before). No items appear anymore and he 'keeps loading'... The next logical step would be to delete the CI type then, unfortunately i cant... because there are items in it: I'm using build 8212 (the lastest), on
Access to Change module
Is it possible to nominate certain requestors to have access to the Change module? We have some situations where it is necessary to seek approval/input from the business regarding certain changes - and I'm not sure if/how this is achievable in the current system .. We are running version 8206. Thank you.
Automated ticket generation for selected resources
We are looking at the Service Catalog feature in ServiceDesk. Can you set automation up in ServiceDesk to automatically generate tickets or tasks for a specific technician when a particular resource is selected? We need the ability to present the user with a New Hire request form, and when they pick particular applications, tickets are generated to the owners of those apps. Thanks. Dave
ServiceDeskPlus on Centos 6.4
Trying to install SDP on centos 6.4 fresh install. The install process stops after "Preparing Java(tm) Virtual machine" and nothing happens. Can anyone help please? below is the output from the console: [root@sd ~]# ./ManageEngine_ServiceDesk_Plus.bin -console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ...................................
Template Projects
Hi; One of the great benefits our support desk see in the projects section of the new release is handling repetitive mini-projects. The obvious scenario in our business is creating and supporting a new staff member. They need equipment, security access, domain access, application access, training etc. Most staff have unique needs, but most of their requirements are generic. In our environment the responsibilities for each of the tasks to get a staff member going are not achievable by a single technician.
Issue with SLA Report - MSSQL
Hi We have used below report to show us the Response and Resolution SLA this Quarter as per a previous forum post. After the latest upgrade to 8211 we get some weird figures that I believe is not correct. Both Response SLA and Resolution % is the same and it keeps on being the same everyday. Priority % Resolution Overdue % Response Overdue % Resolution Met % Response Met Low 1.709401 1.709401 98.290598 98.290598 select pd.priorityname "Priority",CAST((sum(case(isoverdue) when 1 then 1.0 else 0.0
Password, logging in credentials
Just downloaded manageengine service desk for eval, trying to login using credentials on screen, ie administrator and password administrator and it says incorrect .. great start any ideas anyone ?
How to Rename a report?
I have found that when I build a report, I cannot go back and rename it. The attached image is of a header for a report. I did not specify which tech it was for when I started it. Now when it is auto generated the only way I know who it is for is by the title of the email it comes in or by drilling down into the data. How do I edit this? I have also noted that I cannot save\copy a report as a different name. It does not use File management logic. ie: save open report x as report A. I would expect
ServiceDesk connection problem
Hi, everyone! My ServiceDesk Plus sudeenly stopped working. I was checking a request from one of my clients and suddenly it crashed. The connection was reestablished but now, when I want to read a request I got this error: Any idea of how to solve this issue?
Highly Available Servicedesk
Is there a supported configuration for making ServiceDesk highly available by putting it behind a load balancer?
Importing assets with "Expired" status
Hi, I'm importing a lot of assets using csv files. I'd like to import assets with Status "Expired" instead of the default status ("In Store"). How can I do this? Is there a configuration file where I can modify this setting? Thanks and best regards, Sutot
T-SQL - Select and change
Hi All, We are running service desk plus 8.1.0 Build 8101 on SQL 2005 I need to create a query that does the following... Select all tickets that have a status of either "resolved" or "closed" and have a group name of "group name", then alter the group name to be "different group name". I am not sure which tables I should query for the data, please can somebody help? Many Thanks G
Single Sign On Login Issue
We have enabled SSO and its working fine on in LAN if we mention ithelpdesk but when we try the same using ithelpdesk.xyz.com it does not work . While it's in the same domain xyz.com Server alias is configured as ithelpdesk .xyz.com in service desk can you please help
purchase order
hello i create a purchase order for some asset components and receive the items it wont get assigned to the wanted site and i've to enter it manually and that a hard job when i've a large quantity how can i solve it?
Problem when trying to update version 8201 to 8212
Dear, When trying to update the servce Desk Plus 8201 to 8212 is giving the following error: sorry, uninstalling is not currently supported I've tried all versions 8202 to 8212 and all give the same error. How can I solve this? Attached the logs generated. I appreciate if someone help me.
On-Call
Has anyone had any success setting up a business rule that automatically assigns tickets submitted after hours to an On-Call Technician? In our organization the on-call technician rotates every week between 4 - 5 individuals. Thanks
Where is the list of all CSV formats for import into SDP?
Hi, I am looking for a reference document that lists all the formats of CSV files that are used to import data into SDP. like Users, departments, catalogs assets etc. If you can point me to the link with the info it would be really helpful.
Tickets "On hold" change to "Open" when they receive an email answer
Hi all, I'm using SDP 8.2.0 (8208), and when any ticket has the status "Onhold" and the client answers the ticket sending an email, the ticket automatically change its status to "Open". I'd like to know if it's possible to change this functionality, I'd change this and when this happens, change to another status that I have, not "Open". Thanks for your help! Regards
Will the updated Change Management module support multiple approvals?
We have some specific workflows for some changes that we would like to incorporate into SDP. One of them is software changes (we develop in-house software). We currently track these using Requests which works well. We submit these to multiple individuals so the approval process is perfect. However, when we create a new software change, we associate the change w/ all of the requests. However, we need the ability to have multiple approval workflows. For example, we will submit the change to the business
Recovery Problem after Crash of SDP Server
Hi everyone, Our SDP Server crashed a few days ago and we're trying to install a new server. We have got backup files which has extensions as ".data" . Our server was running on Windows 2008 R2 x64 Enterprise Server and the db was MySql. Build was 8.2 with 8211 build number. Now, we have installed a fresh copy of Windows 2008 R2 x64 Enterprise. We have downloaded the latest version of SDP (8212 build) and installed it with the MS SQL 2008 Std Server config. (We have realized that there was
BackUp Scheduling
Hello, We are using servicedesk plus 8.2.0 Build 8212. I have enabled the backup scheduling everyday and it is working fine. On configuring i got this query. Example: I have scheduled the backup everyday at 10 AM.On the same day at 5 PM my server crashed .I will be taking one hour to bring back the server alive.I can restore the servicedesk with the backup taken at 10 AM and the data after 10AM - 5PM is lost. Is there any possibility to schedule the backup in hour basis ? So it will save the amount
Send a reply template from business rules
We have a number of standard responses we would like to send back to users when they log a service request. I can't see any way of doing this in the business rules - am I missing something? Essentially what we want to do is, for example, if somebody requests a printer PIN then it logs the request and sends back an email advising them how to log in to the printer portal and change it themselves then auto close the ticket.
User that is active directory is not in manageengine service desk
Hi User that is active directory is not in manageengine service desk. The user was created a long time ago in service desk, but he was first added as a contact. He was then added as a user, but that was also quite a while ago. Regards, Marek
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