Can't connect to localhost on SBS 2003
Webpage will not display on SBS 2003 server once ManageEngine is installed using MSSQL. Port was change to 8082 and ip address was changed to local server IP. Could Not Find E:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Free edition... Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused: connect); - nested throwable: (org.jboss .resource.JBossResourceException: Could not create
Problem with feature to hide conversations
Hello to all, we are having problems with new feature to hide conversations in SDP. When a technician changes the type of a conversation, the application displays the following error message but makes the change. Has anyone this problem? Thanks in advance PD SDP 8.1 build 8119
Add CC on requesters Replies
Hi! When a requester responds to a conversation, they can not add new recipients to reply. Is there any way that the requester can see the CC field as technicians see? This is what the requesters see This is what they see technicians and I'd also seen the Requesters Sorry for my English.
AD records failing to import
Hello I have error with AD users import System Log Message: Exception while adding the Requester :UserName:ikrivoruchko ,EmployeeID:- ,Title:- ,FullName:Криворучко Илона ,Description:- ,Email:ikrivoruchko@pzu.com.ua ,Phone:- ,Mobile:- ,DeptId:19505 , JobTitle:Oператор ,FromAD:true ,UserDomain:PZUGROUP ,smsID:- ,Ldap_Id:- Probable Cause: java.lang.NumberFormatException: For input string: "UVH@27466137" Help me plz!
How to enable online chat user with technicians
Hi , How to enable online chat user with technicians
Importing assets and components
I'm trying to import a bunch of non-IT assets that contain several components. How do I import the components in to automatically have a relationship with a particular asset? I was thinking of going straight to the DB and do update queries but wanted to find out if there was a more straightforward way.
Attache picture to requesters/technicians
Any way to attache pictures on requesters/technicians so you can view it when you open a ticket generated? Thx
Allow a requestor to view certain types of tickets
I know there is a way to give a requester access to view either all requests for a site or in their department. I am wondering if there is a way to give a requestor view rights to a custom view of requests. For example. If there was a custom field that designated a request as Safety Related (yes/no) I would like our safety manager (not a tech in our department) to be able to see all those requests. Is this possible? Thanks, Joe
The ServiceDesk Plus service keeps stopping after manual restart
On of our client have a problem with fetching OUs from Active Directory because only Users OU is showing so i tried to run the following query in MS SQL Server 2008: delete from adorganizationalunits delete from adousrelationinfo and I stopped the manageengine servicedesk plus service before the deletion and then i shut down the servicedesk plus and started it but when i try to start servicedesk web client it is giving error in the cmd saying the server is not up, first start the servicedesk
I do not see are the oldest open requests.
Hi, I failed to see all requests Open in any user or even the administrator can see, this function more not pictured requests oldest open. what should I do to see you all again. Thanks,
approver rejects request
Hi, In the workflow of service catalog while approvers reject the request. request allocates as unassigned. so the approver and technician cannot see this task anymore to reply or close it. Consequently administrator who can see all the requests should assign that request manually to the required technician. What can I do to mange this manner? Best Regards
Preventive Maintenance
I would like a way to put preventive Maintenance tasks/requests on hold without having to change the schedule each time. Curently the only way I know to do this is change the schedule from say for example from daily to one time event and set a date way in the future or for the next day then close the unnecessary request Thanks Karen
How to get history of request using Servlet API?
Hi, I am using Servlet API to extract request's information (http://www.manageengine.com/products/service-desk/help/adminguide/api/servlet-api.html#about_servlet). Can you please help me how to extract the history of request using this API?
Full theming?
Just applied 8123 and checked out the new Theme feature, but it's pretty limited. Lots of blue left on all of the main windows, only thing that can be changed is the header and tab stuff? Any plans to make the entire interface (including the login screen which is also still blue) fully customizable?
Mobile App - Reply
For the mobile app, would be nice if you hit reply, that it automatically populates the requester's email address like the full web version does.
Public and private views for solutions in the customer portal
It would be nice to be able to create public and private views for solutions in the customer portal. It is currently possible to search topics, but it would be handy to navigate through the solutions by using views.
How to resend log in details to users already set up
We have been parrallel running servicedesk with our 'old' helpdesk. All the config has been done, and users set up. We are now ready to roll out servicedesk to selected customers. We have configured the email in the 'send self service log in details' for the customers. Is there a way we can send this out for requesters already created? Or does the email only get sent out when a new user is initially saved (and the 'send email' function is set)? Thank you
Customise the Requester Portal
Is it possible to customise the page that appears when a user logs into Service Desk to log a request (the portal)? Currently the information that is showing has no benefit to the customer. I wanted to hide the solutions information, the 'Whatch this portal usage video' ... and instead include some graphs that is used in the Dashboard... I've looked throughout the admin section of Service Desk but cannot find what I'm after. Thanks Nicola
Inline Report with Resolution Field
Hi Guys, I have a report that displays the resolution of a ticket, we update the resolution to track it's progress. As we add more information to the resolution the formatting on the inline HTML report looks terrible. Carriage returns do not show up, so if we enter: [2-15] worked on a printer driver [2-18] replaced the printer [2-20] confirmed all is fixed it will show up like this in the inline report: [2-15] worked on a printer driver[2-18] replaced the printer [2-20] confirmed all is fixed Then
Software count with a specific department grouped by Site
I need a report to show the information below. If Acquisition and Expiration date cannot be shown that is fine for now. Our customer is really focused on number of license purchased and how many of the licenses are being used and how that relates to how many workstations the software is installed on. Software Manufacturer Software Name Department # of times installed # of licenses purchased # of licenses allocated Acquisition Date Expiration Date Site 1 Adobe Acrobat Pro ARMY
Mark As First Responce
So here's the problem, When people log a calls over the phone, and you are on the "Add Request" mini screen, there isn't an option to log the "mode" of the call as "Telephone" etc... When you have logged a call that came in via the telephone you have already responded to the customer (or at least we do), so it would be great if the system did this automatically if you ticked the "Logged By Phone" etc.. Button... Is this something that I can make the Service Desk do, with like business rules and
Wildcard SSL Certificate
Is there a step-by-step process for installing a wildcard ssl certificate? My certificate is issued from Godaddy.
create a ticket via email
can you provide the some details how user can create a ticket via email on manage engine
Sites on Service Desk
Hi Guys We are running the service desk plus companywide now to run out IT helpdesk We have multiple site offices that start-up and demob all the time, so we made a custom field within service desk so when users where logging a job they could select the site they was at. I see now there is a default field called site - but when a user is logging a job this field is not selectable? I’ve had a look around I know how to populate the list - but not how to enable the box so users can select the site
Nested reply and incident templates
Currently, reply templates are listed in a single, long list in the drop-down menu within the reply window. We have around 30 reply templates, and would like to use more, but it is a pain having to scroll through such a long list. If the reply templates could be nested under sub-folders, that would solve the issue. The same is true of the Incident templates menu. The Service Catalog menu uses nested sub-folders; something similar for Reply and Incident templates would be perfect.
Mail Settings - Office 365
Hi I am trying to configure my mail settings to use an Office 365 account but get the following error. "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." when i try to reply to a request i get "sending notification failed" ManageEngine Service Desk Plus v8.0.0 (free)
Can we change the resolved/completed date on a request?
Hi there, 1st question: what is the difference between resolved date and completed date? 2nd, as the subject says, is there a way for us to change the date? The reason for this is sometimes we create new incident (and close it along with the resolution) for something that happened during weekend or late at night. Therefore when we putting in the record for it, we need to set the correct time and date (for when the incident arise, and when we resolve/close it). When I tried to edit the request I've
Unable to add technician
Hello, I'm trying to add a technicien in my servicedesk application but I have an error. My error is the following :Unable to save technician : Login with same name already exists. Please provide different value for Login Name. I have verify the Login Name and it doesn't exist ! When I run the following request : select a.first_name'First Name',al.name'Login Name',sd.status'Status',sd.userid'userid' from aaauser a left join aaalogin al on al.user_id=a.user_id left join sduser sd on sd.userid=a.user_id
Approval Link
hello i am trying to get the link functionality to work under 'Actions' on each Request you have an option "Submit for Approval" which can be used to send an approval link to your manager from which your manager can see the Request details and approve the Request. i am able to generate the email, but there is no link for a manager to approve how am i able to generate the link? Thanks!
ServiceDesk Plus 8123 Released
SDP 8123 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Note: The 8123 PPM can be applied only over 8121. So, users who are in builds before 8121 and willing to upgrade to 8123 should come to 8121 first and then to upgrade to 8123. Below are the list of Issue fixes and features. Issue fixed in 8123: SD-48675: After selecting the requester in the new incident page, the technician list becomes unsorted. SD-48110: OS Version
Requester's asset
Hi, I've a question about requester's asset. When I was edited existing ticket and tired to change requester name. The asset doesn't change follow new requester's asset. I have to manual change by myself. I'm not sure is it a bug or software designed? But I noticed that it should automatically change. Thank you, Sakarin
Logo will not change
I searched and did not find an answer to this one... We have 2 licenses for ServiceDesk Plus (for 2 separate projects). We were able to to change the logo on one and add our own to the log-in screen and top left corner of the app. But on the second one, I've added our logo in the settings, but it simply will not update in the software. Can someone please assist with getting our logo to update into the software? Thank you Dave
Multiple approval stages for service request, when added from 'actions tab'.
Build: 8114 Enterprise Edition. Scenario : With the inability of resources and small end user group, We are planning on just having one template for service request. The approvals for the SR will be added once the it has been raised. At this point from the 'actions' we can set multiple stages of approval,which is fine and the way we want it. But once the stage 1 approver has approved his/her SR , the technician will have to go the sent to the second approver. Is there a way where the system will
Request Approvals not showing correct status
I have a request sent out for approvals Two approvers have responded and denied the request. The approval Icon from the main screen DOES not reflect this. PS. I am still waiting on answers for two previous issues dealing with software licenses. Would appreciate some response Karen
2 different ServiceDesk facing off
Hi there, Our ServiceDesk is communicating with another ServiceDesk from a different company using Trouble Tickets/Incidents/mails. The problem is, when there is an incoming email from that other SD, it also has the ticket ID in its subject, with the value ##TicketID##. As per default, SD will try to add the incoming email, which has been fetched, to the appropriated Ticket/Incident with the specif ##xxxxx### ID. This will results, that incoming emails from that other SD, will be merged to existing
Set up SMS Service in ServiceDesk
Hi, There is a question about setting up SMS Service in Service Desk and what service does it need? GSM Service? Bulk Service? or any other service? Could you please help me in this case? And is there any way to send a sms to users while there is a reply to their task? Best Regards
Searching for users. (Eval Question)
Is it possible to search by username in ServiceDesk to find what machine a certain user is using for remote control purposes? We currently have this capability with our current asset management system and have found it very useful.
Assign tickets to Support Group via email address
I've just inherited the role at an organisation looking after the administration of the Service Desk implementation. One of the first changes I'd like to make is changes to which groups are assigned tickets based on the email that a request is sent to. I've found 2 options that appear will assign the ticket to each group based on the email address, but unsure what the real difference is and what option is best if they are in fact different? 1. Assign an email address to the properties of the Support
Change Module - Alternative Ticket Closed Status
Hi, I would like Change Tickets to be able to be "Closed" with a status other than completed; ie Abandoned or Cancelled or Not Successful (Rolled back) Currently when you close a Change Ticket it sets the status to completed, but if the change was abandoned (or any of the other options above) it was not completed. I could delete the ticket, but this does not allow me to then track the number of changes not implemented. Is there a solution to this already? if not, can this be added as a feature request.
Stops users e-mail in requests
How do we stop users from e-mailing requests into the service desk? We expect users to login to the portal and based on the category they choose depends on which users get the requests. When users just e-mail it goes to a pot and we want to reject these as they have no category, we would also like a message to go to users stating this. Thanks
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