Invalid License File
When I want to start service ServiceDesk Plus with run.bat file that prompt me "Invalid License File - Error Code 492" Before That I used Trial License. what should we do?
Service Catalog sub catalog
Dear support, Can I creat sub catalog in Service catalog ? Thanks and Best Regards,
How to import inventory data in Service Desk Plus?
I want to importa data inventory in Service Desk Plus. How can I create a CSV file
Adding User defined fields into new Incident Template (Requester Details)
Hello, We would like to display a user defined field that we have setup pulling from AD called (Employee ID) in tickets under the Requester Details area. As shown Below in Figure 1 (Figure 1) We are able to see the information if we click on the edit User details button and then search fro the user. As shown in Figure 2 and 3 (Figure 2) (Figure 3) But as stated above we would like this to show in the ticket just as Contact number and Department do. Regards, Stuart
Can't approve the solution
Hi! We have a problem - we can't approve the solutions. Steps to reproduce: go to "Solutions" choose the solution that you want to approve choose "approve solution" write a comment click approve - nothing happens. SD version: 8206 We've tried different browsers: IE, Firefox, Opera.
Custom report crashes and cannot be edited
I have a Custom Report MTL- request By Requester, last month and it crashes when i try to run it. It also produces the same error when I click on Edit so I cannot do anything with it I suspect it is because the name has a comma in it. How do I delete the report Here is the error java.lang.NullPointerException at com.adventnet.servicedesk.reports.utils.ReportUtil.getReportQuery(ReportUtil.java:4921) at com.adventnet.servicedesk.reports.utils.CoreReportDesigner.editQReport(CoreReportDesigner.java:420)
Delete Requesters with Active Directory Synchronization
Is there a way to have user accounts that have been deleted from Active Direcoty automatically deleted from the Service Desk requesters when synchronization occurs? I have realized old requesters that have been deleted from ActiveDirectory are still present in the requesters lists
Move to new SQL server with archived data
We would like to move the database from our current SQL server to a newer SQL server. I found this article posted 2 years ago https://forums.manageengine.com/topic/move-from-one-sql-server-to-another-sql-server Is it still valid? What about archived requests? Where are those requests stored? Are they in a seperate database or just different tables or something within my live database? TIA Craig
Service Catalog - Items deleted
I am drafting some new service catalog items under a new category but have encountered some problems. I created a new service category and added a service to it. After customizing everything on the form designer, work flow, and requester view I opened a new window to verify that it had been properly added, which it had. I then navigated back into the service item and pressed "Copy Template" thinking that it would create an exact copy in the same service area with a name such as "Original
ServiceDesk Plus 8207 Released
Dear Users, Hotfix 8207 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8207 SD-50809 : The certificates used for signing the add-ons for Remote Control are expired. SD-50768 : Unnecessary shortcut created in desktop while taking Remote Control of a machine through agent. SD-50969 : Issues while upgrading from 8202 to higher versions - a) Due to inappropriate data in DynamicTables table,
I NEED TO DELETE REPORT IN FOLDER
I have created a folder where I out specific reports, now how do I stop another person to save their reports in my folder and how do I delete the ones that have been saved already.
Email Not sending
Hi All, Was wondering when a ticket request for someone@gmail.com or external email addresss, does any body have an issue that email gets stuck in queue only happens when sent from service desk. as if you send email through outlook sends right away. Using exchange 2003. Any idea would be great. Regards Keith
TIckets are not SLA'ing
upgraded to build 8202 and while we are getting SLA warning emails, the tickets are not actually SLAing when they pass the due time... no flag, etc. Is anyone else having this? I have restarted the ticket system and that did not resolve the issue.... any ideas?
Custom E-mail Template
To whom it may concern, Is there a line item on the RoadMap for creating custom Email Templates based on a set of criteria? We would like to explore the possibility of creating custom notification rules for any internal 'additional fields' we have created. Thanks, Dan
Migrate from Service Desk 7.6 to Service Desk 8.0
Hi There, i have currently Server running Service Desk 7.6, we plan to make a new fresh installation on a new server for Service Desk 8.0 and make a backup of the "Service Desk 7.6 Server" Database and restore it to "Service Desk 8.0 Server", i found the option to backup the database & attachment. but i doudn't find the option to restore it into the other server, how can i do that ?
Change Recommendation History
Hi, Where can I find the log indicating the Change Recommendations (from CAB member) and Approvals (by Change Managers)? It seem that the History only logs the changes in CAB -group members. The important thing here, would be to record the actual Recommendations and Approvals made. Especially as CAB member seem to be able to change their recommendation any time. Actually, anyone with the Approval link can change the Approval. Can I run a report etc. from somewhere to view the log containing
Prod & Dev
We are looking at running both a Prod and Dev version of ServiceDesk so that we can apply patches to the Dev before going live with them. I was wondering if anyone else has done this? And if so do you have to buy a second license?
Approval Tab for PO
Hi, Can we suggest that for the POs, that there be a separate Tab to Track Approvals (kind of like in Change) so at a glance it is easy to tell who has/hasnt given approval? Thanks.
Report to get the list of Category, Subcategory and Item.
Use the query to list of Category, Subcategory and Item. MYSQL database: select cat.categoryname "Category", sub.name "Subcategory", GROUP_CONCAT(item.name separator '\n') "Item" from categorydefinition cat left join subcategorydefinition sub on cat.categoryid=sub.categoryid left join itemdefinition item on sub.subcategoryid=item.subcategoryid group by cat.categoryname, sub.name MSSQL database: SELECT cat.CategoryName "Category" , sub.NAME "Subcategory",(SELECT STUFF((SELECT NAME + CHAR(10) FROM
Scaned Serial Number moved to service tag
Hi Team, Does any one have the same problem, we scan the desktops with SDP agent installed but the serial number picked up by agent is showing in service tag in assets.and keeps serial number field blank. We requires the serial number captured to be placed in serial number field only.
Open new request and pre-fill the technician opening the request.
When opening a new request in SDP, is there a way that the person logging the request will automatically be selected as the Technician?
Cannot upgrade to any version past 8201
Hello, Recently, I upgraded SDP to version 8201. Now I am unable to upgrade to any later version. I have tried Versons 8203,8205 and 8206. Every time the upgrade fails the only error message that appears on the Java client is "Sorry, Uninstallation is currently not supported" Any ideas how I can resolve this?
SiteAdmin cannot edit technician on the same site
Using Servicedesk Plus Build 8204. Site admins cannot edit the technician for updates. Please see image: Please advise
Notification Issues in Trial Version
Not receiving notification email from Manage Engine.
Unable to import active directory users with Firefox
Hi There, Recently upgraded our SDP software to 8.2.0 Build 8204, but have since discovered that I'm unable to perform an Active Directory user import when using Firefox (v21.0) as my browser. Capture.PNG is what I'm seeing in Firefox, Capture_IE.PNG is what I can see in Internet Explorer (domain and OU names removed). I did need to flush my cache for some things to display correctly post-upgrade, however refreshing with CTRL+F5 on this page has no effect. I can workaround the issue at the moment
MSSQL DB backend, MESD transaction log fills HDD
Over the last few weeks we have noticed strange behavior with the transaction logs for MESD. We are using MSSQL 2008 for the DB backend. This was originally configured back in November, and has been working fine until recently. Not sure what changed, but it is now to the point where we need to truncate the log file a few time a day. We've seen the transaction log file reach 65GB on a slow day, which makes no sense. When this happens, the service desk all but dies - it loads up fine but no one can
Installed software on workstations report
We are looking for a custom report that we can query for a specific software package or part of a software name (wildcard). The report needs to be grouped by the software title, and list the workstations and the assigned users underneath that. We are running MSSQL on 7.506. I have tried some of the queries on this board, but nothing returned the desired results. Thanks.
Requested Doesn't Get Email
Hi, If I log a call onto the system manually via a new request form, I assign the requester on the form and then technician. The technician gets an email, but the requester doesnt Why is this?
ae_scan.vbs fails with SSL
I had installed Demo SDP and scanned another computer with ae_scan.vbs. It worked fine and computer appeared in Assets. Later I configured SDP over SSL. It works fine but when I execute ae_scan.vbs, it gives error: ---------------------------------------------------------------------------------------------- Exception occured while running the Script. (ManageEngine AssetExplorer) Error Code : 0x800C0008 Error Desc : System error: -2146697208. For resolution please report the above Error Message
ae_scan.vbs fails if SDP runs on SSL
I had configured Demo SDP and executed ae_scan.vbs on another computer. It worked fine and the scanned computer showed in Assets. Later I configured SDP on SSL configured with cerficate issued from W2K3 CA. It works fine but when I exucute ae_scan.vbs, it gives error: --------------------------------------------------------------------------------------------------------------------------------- Exception occured while running the Script. (ManageEngine AssetExplorer) Error Code : 0x800C0008
Problems after 8.2 update
We have finally updated to the 8.2 version because we had a need to use Project Management. The result is now a non-functioning Service Desk app. Thus far, we have uncovered the following problems since running the update to 8.2... The Home tab displays a mostly blank page. Only the Quick Create displays, the rest is blank. For some users, the dashboard tab indicates that a plugin is required. Did not have that before. Recieve an HTTP 500 error when I attempt to open a incident or request that
REST API and User defined attribute
I am using the REST API to create requests. Data is sent via the INPUT_DATA xml attribute. Everything works fine. I would like to add a user defined attribute to the xml structure but the problem is the syntax of this attribute : "N° de Client" <Operation> <Details> <subject>Specify Subject</subject> <N° de Client>N9812</N° de Client> </Details> </Operation> The above xml structure is incorrect (spaces and special char), is there any solution without modifying the user defined attribute's
additional fields when creating report
Hi there, There are some additional fields I can choose when creating a custom report All Requests. On the first step, under available columns, there are lots of old fields I used for testing. is there a way to find out where if it's being used, and how to delete them? Thank you for your advice.
Request Notification
Hi, I wondered if somebody could help me. Is it possible with the system for it to send an email to X address if there is a new request that has not been assigned for a period of time? Thanks Paul
Matrix report - group dates by week
Hi, I want to create a matrix report which lists my technicians on the left in rows and the columns on top are broken down into weekly periods (the range may be a year, multiple or a single month with a weekly breakdown). The content is to show how many tickets the technicians raised on a weekly basis. The wizard doesn't allow me to group days into weeks, is there a way to do this via an MS SQL query? Fields I'm working with are Created By (filtered on my technicians name because staff can create
Summary report - help required
Hi, We are looking for some help to create a summary/KPI type report as per the attached doc. Can you help get us started with this ? Thanks Lorraine
Query report problem
Hi, thanks for looking at my issue. the below report is exactly what im look for however i error when running this im running version 8201 and MSSQL at the bottom of this post is my error message. KPI report - group,technician in ServiceDesk Plus» Query Report-KPI Reporting • 2 years ago Technician Group Total Number of calls Total Closed Calls Closed within SLA Closed exceeding SLA Percentage within SLA Percentage exceeding SLA Date limit : for the current month Tested in 8011 DB :mysql /mssql
Servicedesk and Desktop Central
Hi, I have been using Desktop Central for a while now and it has all my assets and software licensing in it. We have just started to use ServiceDesk Plus and I don't want to have to maintain two seperate asset and software licensing lists. Are the two integrated in anyway to prevent this and if so how do I setup? Thanks Paul
mobile client and logon problem
I've install the ManageEngineServiceDesk Plus app from Play store on my android phone. I've inserted my ip for my server and I'm trying to logon. But I get "Login Failed" - User authentication failed. I know my password is correct. I think it's related to the same fact when I'm trying to logon to the web, I have to spesify that I'm not using domain, but local authentication. I can't figure out what to type in front of my user name to force it to use local authentication. Could anyone please tell
Role problem vs tasks
Hello, We are experiencing a little problem since update to version 8203. We have custom roles created for our support groups. Previously we had it configured that some support groups working with tasks werent able to see all request in the "Technician Allowed to view" and were only able to see the requests that were assigned to group or to him directly, and they were able to work properly with tasks and worklogs. After updating from version 8125 to version 8203 technicians with this role are
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