Unable to restoredata. Incorrect Password to restore the backup files
Hi all, i need help on this. my company's server got crashed and we urgently need the data in the ManageEngine ServiceDesk. Luckily, we have the backup every month. Now, I attempted to install the MSP into my laptop and hopeful that I can retrieve the data as .xml or .xls. this is the steps i have done. 1. run restoredata.bat 2. select my backup database 3. the system prompt me for a password and I dont have one. Kindly assist on how I can continue. below screenshow is the outcome i have tried 'sdp123!'
Change a Requests account/site association via API
Hi, Our request inbox is set up with some aliases that aren't associated with any accounts. I want to create a business rule to assign these requests to our MSP account and default site. I can't choose Account or Site in the "Field Update" option, so
Can't log in
Tech can't log into Service Desk plus because the system says they already are logged in. How do we get them logged out if they can't log in? Build number 14.8 Build 14850 MYSQL
Job Sheet Change
We recently updated from version 14600 to 14830 and sometime in there our Job Sheet changed. We use the $Worklog variable to print our worklog for customers. This used to result in a table that looks different from the new one. I've made a table below
Use Multiple Reply to Email Addresses for Different Customers
We have multiple customers, Customer A, Customer B and Customer C Customers A & B both use incoming and outgoing email addresses ServiceDesk@msp.com We want customer C to be able to use a different incoming and outgoing email address from Customers A
ManageEngine Service Desk app for Android issues
I am currently running version 14.8 b 14820 and I am trying to reconnect the app on my phone to the site. I have the correct site address in the configuration, and we use domain login. It will not show the domain list, and therefor will not allow login.
Setting up a DR Environment
I need to setup a DR/BCP environment for MSP. I have two virtual servers setup in our DR datacenter. My question is does the Production MS SQL Server have to be the same version as the DR MS SQL Server? Has anyone setup anything like this? My plan is
Upgrading MS SQL Server
Our Service Desk MSP is running on an older version of MS SQL which is now out of support. I have a few questions: 1) If I upgrade the SQL Server what is the risk for the Service Desk? Is this supported? 2) If not and I need to install a new SQL server
Disaster Recovery Setup
Hi I need to setup disaster recovery for SDP MSP. Is this something that I can discuss with support. I also have some initial questions: 1) Licensing - is there a charge to setup a DR site? This site would only be used in an emergency. 2) Is there
Technician license
Hello, We have 23 licenses but it's only 22 technicians who has a login. Is there a hidden account or ? Your Version: 10.5 Build 10526 Database: postgres TIA Daniel
SDP MSP - Android Cannot connect to server when on mobile data
Hi, We have setup the server on a machine in the office. We used port 8084 as to avoid conflicts with other services running from the same server. Using our mobile devices we are able to use the app without issue when pointing the devices to the public
ServiceDesk Plus MSP
When adding technician in MSP, unable to associate the technician to all created Accounts- only built in 2 accounts (sample, org) are appearing. Actually we need to assign technician dedicated to specific accounts so he could resolve the tickets for that
ServiceDesk Plus API task update
Hello, I'm trying to update a task from request though the browser page. It works fine from my python script, but i would like to ue a direct url in my project. Is there a way to convert put request to url ? Py code: import requests url = "https://web.site.com:1234/api/v3/tasks/36311"
Email Command not working
I'm having problems getting the email command setup working properly. Everything appears to be configured correctly but when it receives my test emails, it simply opens a normal ticket. The Enable E-mail Commands box is checked and all the settings are
Prevent Task from Auto Assigning
Hi I have a request form that has about 50 tasks associated with it. The tasks are assigned to Groups or Individuals as soon as the request is created. How can I prevent this from happening? I believe the tasks need to be set to Marked instead of Assigned? If so how do I change them? I do not see this as an option.
cant edit new asset
Hello all, When i add a new asset i only cant edit it ones and after that i cant edit the asset no more. When i try this on a other site i works like a charm and i can edit assets multiple times. Anybody got an idea what i am doing wrong? Fons
Powershell REST API operations
After a lot of searching I found the answer to my original question below. Thanks to Marcin in this topic! $SDLink = "http://localhost:8080/" $api="sdpapi/request?" $format="json" $APIKey = "<Your API-key>" $inputData = @{ operation= @{details= @{subject="Servicedesk Plus MSP example"; description="Yay! I'am able post a request with PowerShell!"; requester="John Doe"; site="Sample Site"; account="Sample Account" } } } |ConvertTo-Json $URI=$SDLink+$api $postParams = @{TECHNICIAN_KEY=$($APIKey);data=$($inputData);format=$($format)}
ServiceDesk Plus MSP -Changing site of requester to another account
Is it possible to change the site of a Requester in ServiceDesk Plus MSP? I get the drop-down box but it won't give me the sites of any other accounts.
Upgrade to service desk plus MSP
Hi, Can i upgrade my current service desk plus server to a MSP ? or can i copy the database from service desk plus to a service desk plus MSP server ? I am running an onprem server Thanks in advance, Yorick
Restoredata takes very long
Hi all, i was trying to restoredata from an existing backupdata file. The file size is just 21MB and it seems like taking years. Anyone has similar issues?
UpdateManager.sh update_conf.xml missing
I am working on a fresh install of SDP MSP, the installer is version 9.0 so I have been running the updates to get to 10.5. After installing 9.4 build 9427 I am unable to update to version 10. [root@b1-sdp-01 bin]# ./UpdateManagernew.sh -c File not found exception java.io.FileNotFoundException: /opt/ManageEngine/ServiceDeskPlus-MSP/server/default/conf/update_conf.xml (No such file or directory) Exception while getting General Properties java.lang.NullPointerException at com.adventnet.tools.update.installer.UpdateManager.initLog(UpdateManager.java:2113)
Unable to remove duplicate 'Site' field from Default (or any) template
I am attempting to remove a duplicate 'Site' field from any of my incident templates. Neither 'site' field is giving me the little trash can icon to remove. I understand this is a default field and we do want to have one of these fields. However, because there are duplicates, any time I try to create a new template, it's throwing back an error indicating 'Duplicate fields present in the layout:site'. Any ideas on how to resolve this?
Ticket generated from an email was assigned automatically to a specific site/account.
In our SDP MSP, we have multiple tenants and we are using another platform to forward an email to SDP MSP to create tickets. However, these tickets are being automatically assigned to a specific site/account. Appreciate your help!
SLA's for Service Request
What is a good work around for the SLA difference between Incidents and Service Requests? We built all of our SLA's for incidents around the Priority of the request (which is determined via the prioirty matrix). This is great except for Service Requests as the SLAs there don't give you the option to look at values entered into the request. I thought business rules might work but there is no action to set SLA, Due by date/time or response date/time. Thanks in advance, Tammy
"Error when processing request" after import account from csv
Hi Team, Now I use SDP MSP. In Incident template, i have one called "New Incident". This template worked correct. This morning, I imported 100 accounts from csv with no error. And then, i go to Incident Template > click on "New Incident", the error notified as screenshot. Please help me to fix this issue.
SDP MSP mail commands
Hello. I have the following scenario In our organization the techs will be sending the emails to open tickets for various account so they must be allowed as requesters on all the accounts in the system and allowed to assign the tickets to those accounts. Regardless of the account i need it to send a notification email of a new ticket to a list of techs along with one back to the requester if they are not on the tech list. From what i have seen i can only assign an account when #REQUESTER=guest#
Setting up Chat feature.
Hello, We recently switched to HTTPS and now we are gearing up to use the chat feature. We are running into problems already. The technicians list is showing all techs offline. Their status is not green. There is no notification that a new chat has been received unless you reopen the chat window. Created a test requestor account and tried to intiate a chat but it did not show up on the technician side. It does show up in missed chats though. Server port 443 NIO port: 8081 We have confirmed both
SDP MSP Quickbooks intergration issue
Dear Support, I am facing an issue in integrating Quickbooks premier 2014 to MSP SDP Ver 9.4 I have installed all applications Quickbooks, QB web connector and SDP MSP in the same server. I have also enabled https for SDP. Please help me out in integrating the two applications.
Mail to Requester - Sending Notification Failed
Dears, I facing problem sending email from service desk Plus outside my domain it don't allow me send and give the error. Mail to Requester - Sending Notification Failed. I gave "Send As" permission in exchange for the user which I logged in also user has administrator permission. Regards, Ehsan
No templates in Catalogs for Requesters
Some requesters report that their catalogs are empty, as shown. Before this incident, I added and changed some User Groups. Most templates dont even have User Groups assigned, so they are public to all Requesters and they still do not see them... Please advise. More info: We are working on updating the platform, but at the moment it is not possible.
Closed Requests from Service Catalogue Shows up in Incident Filter
I have a filter that is like this: Match ANY of the following (OR) Group is "none" Category is "none" Subcategory is "none" Request Mode is "none" Request Type is "none Now this works great for Incidents. If they lack any of these required fields, the incident will show up in this filter. Now where it gets tricky is that in the Service Catalogue the templates doesn't have the fields "Category, Subcategory, Request Mode or Request Type" so all of these fields are set to NULL. Well that makes any Service
Preventative Maintenance Task does not utilize Incident Template Task Dependencies
The issue we are having is that when the Preventative Maintenance task is set to run automatically the request generates with the correct task template, but the task dependencies do not appear. If I manually run the Preventative Maintenance task, the request generates with the correct task template, and we the task dependencies work. any ideas on why the task dependicies do not work when the preventative maintenance tasks are set to generate automatically?
Text from 'Planning Tab' (Scope of Works) has disappeared
Text from 'Planning Tab' (Scope of Works) has disappeared , as per screenshot below, this isn't desktop related, it happens regardless of which desktop PC / browser we use