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Re : Will not connect to Active Directory

November 3, 2014, 7:32 am
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Hi John,

Kindly go to Admin --> Active Directory and select 'Import Requesters from Active Directory', by now if you see the list of OUs then click on 'refresh' and send us the screenshot of the page. If you get an error then immediately go to Support tab and generate support file and send it to me for analysis.

Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Install Missing plugins

November 3, 2014, 8:24 am
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Updating the Flash player didn't change anything, but after I restarted my PC it works fine now. On another machine, I had to update Flash twice before the error went away, but did not have to restart his PC.


Fortunately only two of us really use this dashboard and we are working for now.


Thanks,

-Joshua

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Re : Install Missing plugins

November 3, 2014, 10:11 am
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Joshua,

      I suspect the problem may be with the plugin which might have not been applied properly. 

      Observe the working and update us if you face any issue in the future. 

Prem M
ServiceDesk Plus Support
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Re : Disable Tabs / Links

November 3, 2014, 10:22 am
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k00k,

      It is not possible to point a different link for the support tab as it is hardcoded.

      We apologize for the inconvenience, there is no workaround available to get around.  

Prem M
ServiceDesk Plus Support
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Re : Log in via Android App

November 3, 2014, 10:32 am
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Hi Fabio,

Thanks for your interest in Manageengine Servicedesk Plus!

1. The service desk android app will allow you to login using the local credential until 'Active Directory Authentication' is enabled under Admin --> Active Directory.

2. If the active directory authentication is not enabled then when you are logged in using the default administrator login, click on 'Personalize' at the right side to corner where you can see the option to LOGOUT and then select 'API Key Generation' and generate the key.



Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Technician Scheduler

November 3, 2014, 11:02 am
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We use the Tech Availability Chart to schedule different things including sick days, vacation and things like that. Is there a report I can run to list out all this information at the end of the year? If not, is it possible to do a custom report? If none of this is possible, what table is this information stored in?

Thank you,

Carey Durbin
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Re : Description limited to 255 characters in the database

November 3, 2014, 2:28 pm
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Thanks Prem M, that's useful to know, whether we'll use it or not I don't know.
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Re : Can I move a request template from one service category to another?

November 3, 2014, 2:30 pm
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Thanks Demetrius, I hadn't noticed you could do that when creating copies of a template.
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Custom Theme page does not refrect current setup

November 3, 2014, 3:10 pm
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It is much better if custom theme editor is start with current set up.

It only show default and editor. Editor is always tart with black and white theme.
Even if I want to change one part of it such as some text colour, I need to do start over all settings.
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Re : E-Mail Command leaving commands in the new request

November 4, 2014, 6:30 am
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What about moving the commands to a Note attached to the request? That would preserve the commands used to create the request, but not have them in the request message itself.


Just thinking, it's working okay as is, just requires a bit more editing that I was hoping for.

Thanks!

Steven

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Re : Disable Advanced Change Workflow

November 4, 2014, 6:51 am
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Priya, I'm afraid that's not correct as it gives an error about status comments cannot be empty and only change managers can enter status comments.
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Report on incidents with updates

November 4, 2014, 7:10 am
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Can you create a report with the following:

Request ID

Subject

Requester

Technician

Request Status

Last Update Time

Last update By (userid)

Last update content


Ordered by Status

Filtered by site


We're running 9.0 build 9018


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Re : Turn off rejection email

November 4, 2014, 7:23 am
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That is checked. I want to get rid of the notification email that tells people they were rejected. I only want email on for replying and notification for so other actions I have selected.
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Re : SDP+ 9023. Backup failed

November 4, 2014, 8:10 am
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Re : Will not connect to Active Directory

November 4, 2014, 8:32 am
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I do not get anything when I click on that option. Now, I think is has synced something up to Service Desk because I can't login with the default info and I don't have access to the admin side of the system. I did not change the password on the admin account
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Re : Set "on hold" to open after time

November 4, 2014, 8:37 am
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Great,

Could you explain or link to a document explaining how?

Thank you,
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Re : Set "on hold" to open after time

November 4, 2014, 8:46 am
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Re : Auto re-open 'On Hold' after set time period

November 4, 2014, 8:50 am
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Would there be a way to make this a SLA setting? Or some other global setting?

Rather than it being an individual setting per request.

I'd like to effect all our tickets to reopen after 1 or 2 weeks time of being on hold. This makes sense to be part of a SLA setting.
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Re : Set "on hold" to open after time

November 4, 2014, 8:53 am
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Re : Will not connect to Active Directory

November 4, 2014, 9:25 am
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Hi John,

Kindly follow the steps given below to reset the local password of Servicedesk admin account and login to the application check whether the details provided under Admin --> Windows Domain Scan.

The below steps will help you to reset one of the Administrator's password to "admin".

For MSSQL database,connect to the query analyzer of the SQL server and execute the queries.

For  MYSQL database,connect to the database following the below steps and then execute the queries.

Open command prompt on the application server,connect to the folder ManageEngine\ServiceDesk\mysql\bin> and use the command
mysql.exe -u root -P 33366 servicedesk

For PGSQL database,connect to the database following the below steps and then execute the queries.

Open command prompt on the application server,connect to the folder ManageEngine\ServiceDesk\pgsql\bin> and use the command
psql.exe -U postgres -p 65432 -d servicedesk

=================================================================================

1.) Execute this query to find all the Administrator logins in the application.

select al.login_id"Login ID",au.first_name"Name",al.name"Login Name" from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where aar.role_id=4 and sd.status='ACTIVE';


2.) From the output of the first query, identify the right user and use the login_id for that user in the below query(where it is highlighted) to reset his password.

update AaaPassword set password='2+uYvE3SLfO3XaHl+CaGLA==', SALT='1103287238602' where password_id in (select ap.password_id from aaaaccpassword ap left join aaaaccount ac on ac.account_id=ap.account_id left join aaalogin al on al.login_id=ac.login_id where al.login_id=LOGIN_ID);

Note:
After resetting the password, you will be able to login with password as 'admin', provided you select 'Local Authentication' in the "Log on to" drop-down list.

Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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