Email sending notification failed
Attaching server0.txt Using office365 and tried all settings but couldn't send mail out via smtp.office365.com
JIRA Integration
We are trying to integrate JIRA and SDP but i'm hitting a wall when i click the create ticket menu in the Actions menu. Logs show below. Read through all the links but it's really not helpful at all.
Changing the Filter options in a custom report
I have a report that filters on selected "Requesters". How do I edit the filter list, without having to start over and select each requester again? Our requester list is very large (many thousands), and paging through the list to select requesters is very tedious. I need to periodically update the list with a few adds and deletes, but don't want to re-select each user every time the list changes. Is there a way to do this? Thank you very much. Jeff
Unable to send e-mail from serviceesk plus
Unable to send e-mail from servicedesk plus Ticket 8075777
Error has occurred during response
Hello, I am getting this error: Randomly in Servicedesk, even when I am not doing anything. Once I click OK, it just opens a new browser window to the login screen. This started after updating to 9307. This was out upgrade path: 9224 > 9300 > 9307 Is there someone I could work with to figure out why this is happening randomly? I am unable to reproduce this issue. Looking through the logs I am not finding very much other than many "org.jboss.web.tomcat.security.SecurityAssociationValve" entries
How can analytics help you with continuous service improvement?
Continual service improvement (CSI) is at the crux of IT service management. CSI aims to continually improve the efficiency and the effectiveness of services, and processes. Broken down in simple English, CSI is comparing your current efficiency levels with your past performance and making sure you see an improvement. How can Analytics Plus help you do that? Let's say you want to find out areas that your technicians lack expertise. No matter how good your technicians are trained, there are going
Requester Mobile App login
I'm having trouble getting requesters logged in to the mobile app. I started by searching, and Googlefu led me here: https://forums.manageengine.com/topic/requester-can-t-log-into-mobile-app I already set the two permissions mentioned there in the settings, as per: Technicians can log in just fine, assuming that an API key is generated for them. Requesters get the message: Login Failed. Technician Key not generated for the users. What else should I be looking for? Thanks.
Prompt for Date without Time in Additional Field on Request Template
We have situations where we'd like to collect a user-entered date without a time (or with a time of 0 Hours, 0 Minutes) on a Request template. When using the calendar functionality to select a date, the current time is defaulted. Ideally, we'd like the time to default to 0 hours, 0 minutes rather than the current time. Is there any way to do that? If not, is there a script we could use, maybe via Field & Form Rules, to reset the time to 00:00 for a particular date-formatted Additional Field either
Change Management
Hi I am attempting to setup templates/workflow for standard preventative maintenance. What I require is for the Technician to populate a (additional) field either in a Task or the Change. Any suggestions on how I can do this?
java.lang.StringIndexOutOfBoundsException: String index out of range: -1
Hi guys, I've got this query that runs fine on the database, however, it doesn't run in the SD Reports module. The error I get is: java.lang.StringIndexOutOfBoundsException: String index out of range: -1 Here's the SQL: SELECT ownaaa.first_name AS 'Technician', chdt.changeid AS 'Change ID', ownaaa1.first_name AS 'Time Spent Technician', ownaaa.first_name AS 'Technician', chdt.title AS 'Title',
Problem to upgrade from version 9309 to 9312.
Good morning, I update the version, following the steps that are in the WEB. And it did not work. The first time I made a mistake, the second time I said that the program did not match the database, the program was version 9312 and the database version 9309, I wanted to restore the backup I had made before updating the software, and I can not either, it gives me error. Thank you.
Unable to Install Windows Server 2008
Unable to Install Windows Server 2008
Reopen ticket when requester responds
When we reply to a requester with a question we put tickets on status "Waiting for customer". I want to know if its possible to change the status to "Open" when the requester has responded.
HTTP Status 500 after login
Hi, after logging in with my admin credentials, i got the following error message: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86)
org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1201)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:177)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Change Control - Edit Stage
Our users are click happy and they approve stages when they shouldn't. As the Change Manger, I can edit changes, but I have the stage/status disabled in the templates so users can't change them. When I edit the Change, they are still disabled. How can I easily change the stage/status while keeping others from changing them.
failure: Migrating service desk plus to a new server -SDP 9237
Production server: servicedesk plus 9237( upgraded to 9237), postgresql Test server: install fresh 9237, mssql The SDP production server has been upgraded from 9.0 to 9237. The table workorder has 29 columns of ServiceDesk 9001, including workstationid column. And in the production server, the table workorder has 32 columns of ServiceDesk 9237 upgraded from 9.0 to 9237, including workstationid column. But , it is found that the table
Request- Attachments not found
I recently migrated SD+ over to a new server. The details please click <https://forums.manageengine.com/topic/migrating-service-desk-plus-to-a-new-server-sdp-9237/reply> After I've created the request, I am no longer to view attachments within Request. When I click on the request 185437 to view attachment, it says "File was not found". I found that the path C:\ManageEngine\ServiceDesk\fileAttachments\Request\Jun2017 has only one folder. I added a screen shot of the error. **Path ** The request
Assign a Request Template based on a Business Rule
I'm not sure if this has already been requested and a apologise if it has. I'd like to be able to assign or apply a request template based on an email rule. For example our users send in Access Request Forms to request additional access to our systems. We have a request template called "Access Request" that lists a few tasks that must take place to fully process those requests. I'd like to be able to automatically apply that template when a user sends in an email. Also, another handy feature
new request additional field get data from requester additional field
hello I get a ServiceDesk Plus lic for my company and I installed it and import data from csv file that is ok we have requesters and i add 2 additional request (IP and LINK) and I edit request template and add 2 single line field to request template (IP and LINK) when we add new request it get name and departement name from requester detail and fill the request form automatically but not for IP and LINK field hoq we cat do somthing to fill the ip and link fields in new request form when we add
Separate link for external and internal access...
Hi, when users create requests in SDP they receive an email with a confirmation saying that your request has been accepted/assign to a person/etc... So each email has a link to SDP with that request but by default it uses SDP URL which is configured for external access. When users click that link from LAN they will be asked for a username/password again (SSO doesn't work in that case) and this will confuse most of them. My question is about having an additional link which can be accessed from internal
Report on all pending requests by age
Need help creating or modifying a report that will show all requests that are pending (Which are not closed or resolved) , sorted into these groups and this report will need to run every week: Percentage breakdown by age 90+, 89-60, 59-30, 29-15, 14-0.
Step required to purchase a product
Can anyone give me a Step by Step to purchase a product? Do I install the software before I buy it so it will show up when I add the new Vendor? Because you have to have a product to add a vendor. Or do I add the software to the product list before I add the new vendor? can't do that because you have to pick a Manufacture from a list that does not have the new manufacture. I'm really confused about the process Please help Thanks
Auto Assign Requests
Hello, We are testing the auto assign function for load balanced assignment. We have a technician that is in another region and typically only supports sites that are open in his time frame. Is there a way to setup the region,technician or sites so that the technician isn't getting assigned tickets during their his off hours?
Invalid API key
Good day ZOHO team. Here is an issue. There is a suspicion that Desktop Central does not add new software to Service Desk. When I tried investigate where is the problem could be I've discovered issue with API key. Open "ME integration" - Desktop Central and find out that API field is empty. I have technician account and can generate API. But after I enter generated key (tried with both - with expiration and without it) I have error message (see attachment) "Failed to update Associated Applications
Using GMAIL in the setup
Folks Just starting with ServiceDesk.....not having good luck setting up GMAIL as the incoming mail server. Anyone out there know how to do this? Thanks!
Survey feature request
Hi, Can you add a feature where you can request a survey completion based on criteria? Example: We have different Business and IT Services configured in our Service Desk. We have a requirement to send surveys based on the Service Category of the ticket raised e.g. Facilities. Many thanks, Lee
Dominance
Hi, Can you confirm if Business Rules will override the Priority Matrix ? We are looking to amend out priorities by are assuming that the Business Rules can and should amend these based on our conditions, the last thing we want is the Priority Matrix having a fight with it over priorities. A
SDP behind reverse proxy at non-root directory
My team is evaluating ServiceDesk Plus. We would like to run the software behind a reverse proxy at a non-root directory. For example, we would like to expose the URL: https://reverse-proxy.ourdomain.com/support/ as a proxy for the internal URL: https://sdp-server.internal.ourdomain.com:8443/ We've tried to set up this configuration, but the URLs within the ServiceDesk Plus application's web pages use many absolute paths, which don't work through the reverse proxy (since the external URL isn't
requests automatically having a resolution submitted
We require all tickets to have a resolution filled in before closing however after we upgraded to the newest version all new tickets created have an auto resolution from the system. This is allowing all the techs to just close the ticket without putting a proper resolution. How can i fix this? image attached.
Add a Font to SDP
Is it possible to add a new available font to ServiceDesk Plus? If so, can you describe the process and the type of font (.tt etc) to use? We have an in house font our Marketing team is using, which they would like to incorporate into ServiceDesk Plus. Thanks, Steve
SDP changes custom triggers！
How to change the field of custom triggers in SDP?
Automatic forward request to external email
Is there any way to automaticaly forward on a request to a email address? We have created several custom request forms and need to be able to send a copy to other email address within the company. Is there any way to do this? It would also be ahndy to only do this when certian fields are set in the form. Any sort of ideas on this would be most welcome. SDP 7005 installed on Windows 2k3 Server using MYSQL as the DB. thanks
Cannot run program "RemoteControlViewer.exe": CreateProcess error=2,
Hello, I want to connect RemoteDestktop from the Agent, I Show the massege "Cannot run program "RemoteControlViewer.exe": CreateProcess error=2, Sistem belirtilen dosyayı bulamıyor " I was update 9.2 Build 9241 Old version 9.2 Bulid 9238 it was working. My java Version is 8 Update 121 (32Bit) What Can I do.
Logging into Self-Service Portal creates a new Requester account
Good afternoon. We are just starting to use the Self-Service portal and found that when a requester logs into the portal, a new account is created under requesters. If I modify the new account to have the correct information (full name, email address, etc., the user cannot see their submitted ticket any longer in the portal. I noticed the domain name pulled from Active Directory is redplanet1.org (Canonical name) but users are not able to log on when they choose that domain in the drop down. They
Polycom IP Phone Asset Discovery
We are just starting up our implementation of SDP and doing network discoveries to pull in all of our network asset information. We have a few hundred Polycom soundstation IP phones that show up as failed scans in the Asset manager module. They respond to ping and HTTP but not much else and no indentifying information is extracted during the discovery. Has anyone come up with a way to handle having all of these in the asset discovery database? I dont really need to manage them with SDP, just
Weekend Reports
Is there any way to get a report made or run a current report that will allow me to pull up all tickets for the last 6 months for only weekends? Verision 9.3, Build 9309
Trying to use remote control
Hi I am trying to use remote control from servicedesk. I have click on the desktop central option but it never lets me remote it. It just says connecting. What do I need to check? Thanks
Fill worklog on response
Hi, is there a way to fill out a worklog automatically once or while a technician replies to a request instead of replying and than adding a worklog? Or to have an extra input underneath the reply to fill out a worklog in one hit? Cheers, Per
Upgrade from 9.2.18 tom 9.3.0 claims success, but logs say otherwise and no local auth
When I try to upgrade a functional copy of our production, licensed, SDP server in dev it will claim success, but the logs show errors. Then, I can no longer log in as the local admin, even if I manually run the pgSQL commands to change the password to "admin" The errors I get in the file are: Jun 22, 2017 9:19:30 AM [com.zoho.framework.utils.FileUtils] [WARNING] : Unable to delete file [C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServerContainer.eear\AdventNetCoreContainer.ear\AdventNetCIS.jar]
Updating Survey options.
Surveys are very General. We can currently set satisfaction levels and the user has the ability to add comments or suggestions at the end of the survey. Proposed Idea: In defining the Questions can we add to Edit what type of questions we would like for answers? Examples would include: Satisfaction Levels, Memo for comments on a question, Specific data we want to collect that requires the user to check one or multiple boxes, Yes/No option, sub-questions in/of an area, etc... I think this would
Next Page