Manage Engine not starting
Hi There We are using SD plus paid over 2 years and now it won't startup after adding SSL certificates. The log file says below. I tried to run the run.bat and had no luck. [14:48:22:319]|[02-11-2013]|[SYSOUT]|[INFO]|[19]|: [JBOSS] PoolTcpEndpoint: Reinitializing ServerSocket| [14:48:22:319]|[02-11-2013]|[SYSOUT]|[INFO]|[20]|: [JBOSS] PoolTcpEndpoint: Endpoint [SSL: ServerSocket[addr=/0.0.0.0,port=0,localport=443]] ignored exception: java.net.SocketException: SSL handshake errorjavax.net.ssl.SSLException:
Change Request automatically to PO
Hi All 1-is there is any way to change Hardware request to PO automatically? 2-is there is a way to send the PO automatically to the Vendor after taking the approval ? Thanks for your usual support
Configure DB
could i configure MSDB in trial version??? or it's onley for registered versions???
mail server outgoing settings
Hi there, Here's the what happened. We set the outgoing mail settings as SMTP port 25 with no authentication. sending notification works. Then we create a new user in Active Directory, followed by a mailbox for it on our MS Exchange 2010 server. This is to set the incoming settings as IMAPS (TLS enabled) on port 993, using username as domain\username and password of the newly created user. The settings works (at least there's a note above that says so). Now, we thought: "why don't we secure the outgoing
Report SDP status "Pending" for xx days
Hi, I need a report that shows me the tickets the previous month that were more than xx days in the "Outstanding customer", "Outstanding Supplier" and "Open" for a specific support group. Required fields are in the same order: Ticket ID (With link to SDP. Only is possible) Creation Date GroupName Technician Requester Title status MSSQL Thanks, Mauricio
Can't select remote desktop tool from dropdownlist
Hi, I've a problem with select a remote tool from dropdownlist. It can't select the second item in the dropdownlist. It always disappear when I tried to drag mouse cursor to it. I'm not sue is it a bug? Please could you help. Thanks, Sakarin
Service Catalog: Need to have option for Requester to set Item, but NOT the Category or Subcat
I'm in the process of building out our Service Catalog, and I'm building the simplest of forms for problems with a mouse or keyboard. With a bunch of coffee drinkers who like to spill coffee onto keyboards for some reason and mice that have issues, it's a high ticket generator. Anyway as I build out the catalog I want to assign a Category, Subcategory, and Item to the ticket. Our end users don't want to wade through the Categories, and they will get lost in our Subcategories, so I want to lock those
Auto assign a request on closure?
Is there way that when a request is closed, the technician who closed it is automatically assigned to the request? The problem we have is that a technician has to pick up a request, the screen refreshes and the request is now assigned but lost the tick to select it, the technician now has to re-select the request (or requests) and close them - this can be time consuming and tedious. In our previous help desk (Sysaid) a technician could select a number of requests, assign them and close them in one
Software By manufacturer report (By site or department) ??
I am gathering inventory details (hardware and software across a number of sites on my WAN. Using the report 'Computers by Domain' I am able to selectively report from within my collective inventory by site or department for hardware details. I would like to be able to do the same for software, but the @report by manufacturer' or 'Software Reports - purchased vs installed' do not appear to give me the option to selectively report on the invetroy information gathered for a single site on my
Assign Group and Technician dialogue not closing.
ServiceDesk Plus version 8.1.0 Build 8123 When selecting ASSIGN -> ASSIGN a popup is displayed "Assign this request to a group/technician" After selecting the technician and then clicking ASSIGN the popup doesn't close, it stays on the screen. Is this a bug?
Query for Opening and Closing tickets as well as adding notes?
I have a customer ticketing tracking system I have developed myself. I want to allow users to reply to a ticket, which will add their reply in the notes section of the ticket in ManageEngine Servicedesk Plus which our Techs use to work tickets. Also, if the ticket is closed I would like this reply to open the ticket back up again. I have tried running Insert statements to the notes table only for it to show it was successful and the record as being there (in the DB) but then it disappears (the note
Build Update Email Listsrv
I would like to be added into the list who get email when a new patch is released which usually has the information about bug fixes and new features.Instead of checking it on the website. Thanks
Removing Fields From Purchase the Order template
Hi, I Am new in modifying filed in Purchase order Template, i just want to remove some fields related to Tax, GL, and so on... also i would like to adjust the spaces between some fiends, is this possible ? thank you.
new user can create his account in manageengine servicedesk
Hi Team, I am setting up the Free of the Helpdesk Standard (SLA) , I want Know can we enable new user self log in on manageengine service desk portal for request. I am using manageengine service desk in work-group environment . for example : I am a new user and i don't have log in id of manageengine service desk portal. can i create my own log in profile in manageengine without administrator help .
create log in profile in manageengine without administrator help
Hi Team, I am setting up the Free of the Helpdesk Standard (SLA) , I want Know can we enable new user self log in on manageengine service desk portal for request. i am using manageengine service desk in work-group environment . for example : I am a new user and i don't have log in id of manageengine. can i create my own log in profile in manageengine without administrator help .
NTLM failed redirecting to Login Page
Hello to all, we have experienced the "NTLM failed redirecting to login page" problem in one of our technicians after he added a field in "Search Requester" view. After some tests, we think that is a problem of technician profile. In SSO log you can see this message (we have removed the names of technicians): Could you tell us if there is any solution? Thanks in advance
How do I change the "Allowed to view" option for all users in my DB
Hi, I have over 9000 users in the DB that are linked to a department / Site. I woud like to allow all of them to view all tickets under that site / department. How can I do this in the DB without having to update 9000 users individually from the GUI. thanks, Robert
edit request using rest api
Hi all, I'm not practice about REST API, so I need some help. I'm trying to edit a request using http post method, but I don't know what I'm doing wrong. I created a simple test html form to do this: <html> <head> <title>test</title> </head> <body> <form name="test" action="http://localhost:8080/sdpapi/request/5" method="post"> <input type="hidden" name="TECHNICIAN_KEY" value="xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"> <input type="hidden" name="OPERATION_NAME"
Link field options to Request Type
Hello, My organization is currently in the process of revising it's categorization scheme for incident management. As such we are hoping to clearly delineate between 'Incidents' and 'Service Requests' which have had their lines blurred for our technicians. Is there any way to change (or even limit) what a specific field (such as Item) can be set to based on another field (such as Request Type)? For example, we are hoping to disallow the "Item: Initial Configuration" option for "Request
How to reconcile users/requester accounts created via email-based requests and Active Directory import
I'm currently using ServiceDesk Plus version 8.1.0, build 8116. We recently implemented this ticketing system and began capturing all inbound email requests which then automatically opens a service ticket and creates a new user account as necessary. The user accounts created this way appear to be based on the sender's email address. The new user account is created without a domain attribute value and the Login Name is their email address. Otherwise, I have a scheduled import of requesters from
run the ServiceDesk Plus on the Host
Hi, I want to know is there any way to run Service Desk Plus on the Hosts like host excellence? I mean that there are software like Plesk , Parallel Desk and etc. that work based on web and we are able to copy and paste the files on the server and run the server on it. Does Service Desk have this ability or we can just setup it only on Windows and Linux Environment? Best Regards
technician is online ??
Sometimes I have to stop for maintenance. Is there any way to know which technician is online ??
Work log reports
I am looking at how to run a report that will include everyone who added information to the worklog, even if they are not the tech on the issue. I am looking to pull in the following information request number, technician, subject, describtion, requestor name, status, create date, close date and work log
Manage Engine Apporval
I have a service Request Form say for example Asset Request Form. I have created a Main category called Hardware , Software , Iphone, Under hardware I give Laptop , Desktop , mouse , monitor etc , Under software similarly i give categories like Photoshop, Win8 , etc. Is it possible to set approval level in the below scenario. If the main category is hardware and sub category is laptop :- the first approver should be section head , then director then IT Director. If the main category is hardware and
Manage Tickets open on external companies
Hello Everyone, What would be good to manage an external ticket opened with a Internet Service Provider, for example? Supose we received a request telling about no Internet access and we found Internet link is down and an external ticket need to be opened at ISP, how to control/register it? Best, Eduardo
Unchecking Email Notification Box
I am a new user in ME ServiceDesk and I notice every time I create a new incident that I can close at the same time from an on-site request for example, a email notice is going out once for a new created ticket and another one for closing the same incident/request. This feels unnecessary on our users part and for us supporters. A simple uncheck box when creating and closing a ticket to skip the email notification would be helpful. Thanks in advance. Danny
8.1.21 Technicians not populating dropdown list in reports
In the reports module, I am unable to have the Technician list populated in the Advanced Filtering section when attempting to generate a New Custom Report. The Technician drop-down list works in all of the other modules properly. I tried this from multiple computers using IE 8 and Firefox and got the same issue. AFAIK: This feature was working properly prior to upgrading to 8.1.21 Thanks for any insights you can provide, Michael
issue in Change Management Interface
ServiceDesk 8121 How to reproduce this issue. Open any existing Change, open tab Implementation. ALL: Don't do IT !!! If you will click on the 'Description' tab on the 'Work Log Details' section -- you will see NTLM error. Now you will not see any details on the Implementation tab for any Changes. FYI. Support Team, please check and fix. Thanks
Change to Request Screen replace creation date
Hi, I have installed a trial of ServiceDesk MSP. Is there a way of changing the request screen to show open requests by account in order of their last updated date? Currently the request screen shows 'Creation Date' as a column, and they are sorted by this. I think it would be more useful to display the last updated date and sort based on this. Regards Gavin
MS SQL database connection
Hello to all, could anyone tell us where is SQL credentials stored on SDP installation? Thanks in advance
mail server settings
Hi, I am setting up the fee of the Standard Edition for helpdesk SLA , and am having problems with the Mail Server settings. Please find the log [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: MailFetchingTask instantiated. | [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: Thread name is : WorkerThread-ServiceDeskCommon_Thread -2| [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|:
Move Default Attachment Location
Is it possible to change where attachments are stored? I have seen a few posts relating to this but they are about 2 years old so I am hoping that something has been updated to make this configurable... Many thanks,
not notify ticket in new incident
Hello everyone, I have a problem with Manage Engine ServiceDesk Plus When I create a new incident I do not want to notify users with an email, just create a ticket. in fact I want to choose whether or not the user gets an email for every new incident I create and when closing a ticket. the problem is not due to the email beeing sent but for some cases I create I want to have a box I can unmark so a notification wont be sent. I already tried changing and browsing for a similair setting in ME, but
Edit API responce screen
Hi, I have created several API forms. All are working fine. But as confirmation screen is unfriendly for users. Is there any chance to get rid of this: <operation> <operationstatus>Success</operationstatus> <workorderid>64246</workorderid> <message>Request created successfully with WorkOrderID : 64246</message> </operation> and create custom message? Thanks for any help. Pete
Make Site field mandatory
I need to make the Site field mandatory when a requestor is submitting a request. I went into the templates and it seems that this is the only field that is not able to be made required (There is no pencil icon beside this one). Is there anyway to do this?
Reply from request generates new request
Hi, When I reply to a request it generates a new request, but only when the request is assigned. I have read simular problems in the forum but I cant find a answer. And I have the " Request ID : [##45842##] " in the subject row. Can you please help me with this problem. Kind Regards Robert
Bulk Upload Solutions and Custom Fields
We are evaluating SD+ 8.1 currently and need to know if it is possible to bulk upload Solutions via .csv or some other method. A more complete question would be what modules of SD allow bulk uploading, Asset, CMDB, Solutions, etc? Additionally which modules of SD allow creation of custom fields? Thanks!
System Logs
Hi all, I noticed when upgrading to the latest version of service desk plus that it took quite some time to backup the system logs in the database, when I went into the logs I saw there are some 300,000 entries. Unfortunately the "Delete All" button times out and doesn’t delete any and the maximum I can manually delete through the webpage is 1500. I was wondering if there is a script or anything I can do to purge the logs on the server? Also I should point out that we have no idea what the
Pass Through Authentication Stopped Working
Hello, My service desk Pass Through Authentication was working fine until a few days ago. Every time I try to access Service Desk through Internet Explorer I am prompted for login credentials. When I enter my credentials it fails. After three failed attempts the service desk login screen then appears from where I can log in successfully. IE Version: 9 ServiceDesk Version: 8.1.0 Build 8110 Any help would be greatly appreciated. Thanks.
Restrict Columns Requesters see in Solutions
Is it possible to restrict or change the default columns that requesters see when browsing solutions? I'd like to default to the solution ID, Subject, and number of views.
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