Why is "Close Ticket" link not working?
In my Acknowledge Requester by Email when a new request is received template, I am using the following content: -------------------------------------------- Dear $RequesterName, Helpdesk Ticket # $RequestId has been created with the following details: SUBJECT: $Title OPENED: $CreatedDate PRIORITY: $Priority You can view the status of your request with the URL below. Ticket #$RequestId: $RequestLink Please reply to this email with any updates to your request. Additionally, you may initiate the closure
Search is not searching resolutions
When you do a search for a keyword, it no longer seems to be picking up keywords in the resolution. We are pretty sure it worked before, but we just upgraded to 7012, and now it doesn't seem to be working. Search works, but it only seems to be picking up what is in the "request" field, but not the resolutions. Search has always been a little weak spot in the software, but this makes it really dysfunctional. Anyone else seeing this?
Issue in Assets tab
Hi! In Assets tab there is Workstation detected. But this is really Workstations + Servers. Please, see screenshot. Thanks.
Problem after SQL database restore
hello! i have 2 problems. firstly, i have error message durimg restoration, something like "cannot insert duplicate key in dbo.software", i fixed this with editing restoredata.bat (-Dsdp.restore.error.ignoretables=softwarelist). but now, i have some positions in assets->scanned software list, marked as "[Rendering Exception]", thay can't be deleted (apache error 500), and I can't do any backups now. how can i fix this problem?
NTLM Auth in FireFox and Chrome
Hello. I'm trying your solution with network.automatic-ntlm-auth.trusted-uris parameter. But here is one very big problem with security. Just for example - then you logout from SD and reopen it in FireFox, you will get an authentification window from FF. In wich you must type your domain login and password. So where is NTLM? Why I had to type it? FF must take it from my system by NTLM password hash. But using simple wireshark util I get nomber of http-packets with NTLM falses and as a resoult simple
requester ticket re-open
When a ticket is re-opened today it just lets the person that resolved the ticket know it was re-opened. The problem is that if this person leaves on vacation the ticket gets lost until he returns. So can this be changed or have an option to have the re-opened ticket changed to the "unassigned" list and have a flag on it of some sort so that the person/group that monitors the unassigned tickets know that it was re-opened ticket because it may have a higher priority with that companies SLA.
software management - new software
I get alerts on the prohibited software which is great, but you have to change a newly scanned software to the prohibited category to get the alert. So you have to always check the software list, which is a lot of babysitting and most of us don't have the time to remember to check this. But an alert would be helpful to us to let us know of something new that was found. So can you make an option with the new/unidentified software alert much like the preventive one?
Establishing Associations or Relationships Between existing data
Does anyone have experience creating relationship between two different sets of existing records in a batch/bulk mode using SQL tools? The situation at hand is that we have a number of workstations discovered by scans and a number of monitors loaded with the SDP csv import tool. I would like to establish a relationship between the two records (525 records total) so that it will appear in the "Relationships" tab one sees in Asset Home > Workstations > Asset Name. Does anyone have some advice on
Registered period has expired
We have not renewed our license with Service Desk Plus because our institution is forceing us to use Remedy. We had built up a decent little knowledge base and we want to be able to access that data, even if we can't create or maintain tickets or new knowledge base items. Is there a way to access this data, even if in read only form? Is it in a file somewhere? Thanks, Kevin
List of issues getting fixed for upcoming hotfix
Dear Users, Following are the list of issues that gets fixed in our upcoming hotfix. SD-28975 : Problem in starting the servicedesk plus if we have tables other than the default tables say systeminfoowner, systeminforequester or if any other systemtables present has been fixed. SD-26658 : When a request is created with resolved status, resolved notification is not getting sent to requester has been fixed. SD-28761 : User can able to view the private notes added by technicians in the history information.
Changing the Location path of images in solutions
Hello, I would link to know the MSSQL 2008 query to change the path of images in solutions as the server has been changed twice and the mojority of images no longer work. Here are 2 examples of the path that needs changing http://tlsopman:8080/inlineimages/WorkOrder/1842/0.jpg http://pfservdesk01:8080/inlineimages/workorder/1842/3.jpg There are 2 parts of the path that I need updated. I need to change the "host name" to "newserver:8080" and "workorder" to "WorkOrder". I have tried using the following
Pass login from a another website
I am Using forms to pass login info from our website to service desk but i am having a problems with the login this is my code i am using <form action="https://myserver.com/HomePage.do" method="post"> <p> Usernane: <input type=text name="username" > Password: <input type=password name="password" > <input type=hidden value="mydomain" name="DOMAIN_NAME" > <p align="right"> <input type=submit
Mass disable requesters
Is there a way to mass disable requesters from submitting new requests. We are a school and we stop servicing requests at a certain point so that we can begin end of year procedures etc... We typically notify users that we will not be servicing requests but it doesn't seem to matter. I want to be able to create requests as a technician but I don't want my standard users to create them until we start school back up in August.
searching requests by requester
I often have to look up the tickets by the requester's name. I know you can find one ticket that they are a requester of and then click on "action" and select "view requests by requester" and it shows was I need (open/close). The problem is that you have to go through the trouble of finding a ticket they submitted. So can you put this same "view request by requester" link on the requester information page. For Example, I search for the user on the quick search and change the "search in" to requester
Reset password, home page
I know this has been brought up as well but where does the reset password from the home page stand. This seems like a no brainer if one is NOT using AD integration.
Add CC list to a ticket
Hi, Is there any way to add a persistent CC list to a ticket? Currently, if I want updates to go to the Requester, + 3 other individuals, I have to manually enter the 3 x CC addresses each time I add an update. What I would like to see is a feature where a persistent CC list can be added to a ticket (and subsequently modified throughout the incident lifecycle), where all addresses on the list receive a copy of any updates. Having a trawl over the forums this seems to be a feature which has been requested
Just upgraded to 7606 and now it wont load
Dear sirs, I have just updated to 7606 of SDP and now it wont load. It says HTTP 400 Bad Request. Is there any way of getting this back running? This is kind of urgent as people will be using it tomorrow. Kind Regards Martin Storey
Report for Category
Hi I want to make report that showing all category,sub-category and items. Thanks in advance.
Importing Users from two different Domains
I am currently running SD+ 7603. All of my requesters are imported via AD from a single domain. I have been asked to import another group of requesters from a different domain within our organization. The domain shows up in the Domain List inside of SD+ but when I attempt to import requesters from AD I get a "General Failure" error. Both Domains are located inside of our organization and the networks are open to all traffic. Does anyone have any ideas on why SD+ won't let me import requesters
Reports Don't Work - 7606
Hi, I have updated to version 7606 of the service desk. The upgrade took over 1 hour as the reports directory seemed to get cleared out. Now reports don't work at all, with the error message below being shown in a popup box. I have sent this and support file to the support mail address but am hoping for a quick workaround. We use reports daily to report to managers etc. Can a workaround please be given? Message Dear user, Unable to generate the report, So please contact servicedesk support for further
Inline images and servicedesk
Hi, I have users using servicedesk 7.6.5 who send requests by c/p screenshots into outlook 2003. All emails in servicedesk arrive with a winmail.dat attachement instead of the image. By tracking down the problem, it seems it exists in servicedesk, as forwarding every mail from the helpdesk inbox display the image property. Sending an email to our supportcenter works as well. It seems only their servicedesk strips images to replace them with winmail.dat instead. I double checked that their sending
Job Sheet
Is there any functionality within the service desk to fill in and print out a job sheet that an engineer could refer to on a client site?
API connectivity for new Changes
Is it possible to create a new Change via the API? The online documentation only references Requests.
The technician can not see the request that he/she create for him/her self
The technician can not see the request that he/she create for him/her self. The system is Service desk plus version 7.6.0 build 7605. Regards, Hassan
PDF Manuals for SDP
Hi, I'm trying to use your 30 day trial of Servicedesk Plus build 7605. Do you have a new manual for this version? If possible, can I have a copy? Thanks, Mac
Edit Quick Create fields
I would like to find out if there is a way to edit the fields in the Quick Create box. Our company is just setting up a helpdesk for the first time in their 75 year history and I needs it to be as easy as possible initially. I would like to remove the description text field and add in Category. Is this possible?
Java errors when installing on RHEN 5.5
I installed ManageEngine_ServiceDesk_Plus.bin and I received the following errors in my log.txt log and the server won't start. (May 17, 2010 10:58:10 AM), Install, com.installshield.product.service.product.P ureJavaProductServiceImpl$DiskSpaceCheck, wrn, null (May 17, 2010 10:58:13 AM), Install, com.installshield.product.service.product.P ureJavaProductServiceImpl$DiskSpaceCheck, wrn, null (May 17, 2010 10:59:03 AM), Install, com.installshield.wizardx.actions.LaunchBro wserAction, err, java.io.IOException:
AD pass-through authentification is not working. SD 7606
Hello! I have problem with AD pass-through (APT) in ServiceDesk Plus 7606. here is 2 servers: SDP 7514 and SDP 7606. everything is fine with 7514, APT works fine (only one checkbox for enjoying). 7606 gives me all (domain scan, user import etc) exept APT. 5 data fields for configuration. ok. Look at sd1.jpg. here is APT settings of SDP 7606. 'computer account' - what's this? Existing user account (login) with particular rights? there is no difference between SDP account ('servicedesk') or account
Request Summary Report
Can the Request Summary graph that is on the Home Page - Global View tab be run as a report? I'd like to pull those exact numbers and the line graph for different times than is listed in the drop down options. i.e. - the number of inbound and the number of completed requests for this month last year Thanks!
How to restore SD+
Hi All, I all my SQL Server 2005 crashed and i installed SQL Server 2008 , b4 doing so i took a copy of the MDF and LDF file as i couldnt take a proper backup. After install the database i attached the MDF and LDF and the operation was successfull. Now when i try to login using the SD+ webconsole , it says username and password invalid. Can anyone shed some light on how i go about restoring my SD+ settings. Please
Info in email fetching
hello! i have problem MAIL_FETCHING error Server started at : Fri May 14 11:50:11 GMT+02:00 2010. Current time is : Fri May 14 11:50:17 GMT+02:00 2010, which is less than 1 hour from server start time. Hence not checking mail checker for this time.
Survey Report Query
Hi, Can you please help me with a query for getting the survey report. I tried with Custom Report section, but am not able to find any options. We have five question set in the survey and each question has 4 options to select with. Now I am looking for a query which will give me the results as in the attached file. Please note that I am also looking for a option to enter the dates for this I am looking for this query report. Thanks
Importing (ADDING) Data Into SDP
Hi, We are new to SDP and in the process of moving our asset data from our old database to SDP. The csv import tool seems OK for bring in new, complete records, but I need some information regarding how to go about populating various fields in existing records. For example, a network scan brings back the workstations, but there are additional fields (Think Barcode/Asset Tag) that I would like to populate using data from our previous product. Using a SQL tool right to the database seems to be
Problem restoring database MSQL
I was doing a server migration and now I am unable to restore my database. I have tried various backups and I either get an error stating depending on the backup I used. Help please. I tested each backup before the migration. Am I screwed? at java.lang.Thread.run(Unknown Source) Unable to restore database : invalid stored block lengths at java.lang.Thread.run(Unknown Source) Unable to restore database : oversubscribed dynamic bit lengths tree at java.lang.Thread.run(Unknown Source)
Change standard view within the Assets tab
Standard view for Assets > Software > Software Licenses shows all the license keys. Problem with this, we do not want everyone who has the permission to see Assets to be able to see all the license keys on the software media. I spoke to Charles regarding this last week from Service Desk Plus Support, he suggested to place this enhancement. We are running on Version 7.6.0 build 7604
SLA violation e-mails not being sent
SD+ v 7.6.0 (build 7603). Fetching and sending mail from within SD (e.g. replying to a request) is working. Notification rules are set according to screenshot sla_02. I created and SLA rule (see screenshot sla_01) but nor the requestor, nor the technician, nor me receive any e-mail with the sla violation notification. How to fix/debug this? Thx! Pieter
PPM installation failed.Services not coming up
Hi Maljeev, i have downloaded 7602 setup file and installed and i have restored backup file(7602). once restoration is done.i started the services through run.bat . but it showing PPM installation failed.contact support team. also services is not coming up. please find the attachment for your reference Regards, Uthanda
Basic Hardware & Software Pre requirement
What is the basic hardware & software pre requirement for Manage Engine ServiceDesk Plus?
Security Concern: Password sent over network
Hi, In our organization a question has come up regarding security in the Service Desk tool. With the default setup using http, port 8080, and single sign on disabled, is a users password sent unencrypted over the network. If so I assume an improvement would be to enable ssl as described here http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1 Regards, Mark
Issues with AD integration on Service Desk Plus 7.6.0 Build 7602
Since upgrading to the latest version many users keep on having to login to service desk plus with the ad credentials please can you investigate this issue and resolve as this is annoying. Or another instance is that when adding a request you get kicked out of sd plus and have to log back in again.
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