$SenderName issue
I use this field in the template for when a support rep replies to a customer, and it works fine in the main web application. However, in the mobile web version, and the iPhone app, the $SenderName field populates as 'null' in the email that is sent. This has caused a great deal of confusion for our customers.
iOS Manually Enroll without a Domain
I want manual/self enrollment to work for iOS devices without needing a domain name. It did not use to ask for this. We don't have a domain set up here. Any help is greatly appreciated.
Force Login script schedule
is there any way to force the login script schedule. i am in my testing phase and looks like the schedule will not fire off until 24 hours have passed. is there any way to force this so i can continue to test the software?
Changed
Hi all, the following query lists all individual Requests by the Requesters name: SELECT aau.FIRST_NAME AS "Requester" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE ((std.STATUSNAME = 'Onhold') OR (std.STATUSNAME = 'Open')) AND wo.ISPARENT='1' How would I amend the above to include the the Email of
Unable to add techs..
On the technicians tab I show to have 4 techs left, under license it shows 2. Also I have imported the users that I need to add as technicians as requesters but they are not showing on the requesters list.. I need some help does how to resolve this issue?
Upgrade Error - 9331
ServiceDesk 9331 patch failed with: duplicate key was found for the object name 'dbo.URLEncryptionDetails' Is this a bug in this installer as never had this issue before?
Upgarde to build 6612 failed
Hi. When i updating to latest build 6612, I get an exception "java.sql.SQLException: MaxLength of the column [ADSMGPODetails.USER_CONFIG] - [250] cannot be reduced to [50] when it contains some data" We using MS SQL database.
Cursor issue when reply
Hi, we had before an issue with the cursor when reply to a request that would blink at the beginning of the message to reply on Google Chrome. The issue was fixed on the 9209 Released - SDPMSP-10394. But since the upgrade to 9302, the issue is back. Is it a global issue or am I the only one having this issue? Thank you.
Problem with synchronization from a set date, don't work
Greetings, We are currently using the Personal version of "Analytics Plus" in our company, and at this time it worked well until the software reached the limitations of the rows and tables. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything {apparently}, but the sync doesnt work) We try to synchronize from a more updated date, using the option "Initial data synchronization", but doesn't
Synchronization from a set date, don't work
Greetings, We are currently using the Personal version of "Analytics Plus" in our company, and at this time it worked well until the software reached the limitations of the rows and tables. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything {apparently}, but the sync doesnt work) We try to synchronize from a more updated date, using the option "Initial data synchronization", but doesn't update the
Copy Template function breaks Field & Form rules
I'm trying to set up some Service Catalog items. I've configured one item, and it features some Field & Form rules which are going to be common across several of the Items. I was pleased to see there appears to be a "Copy Template" function (which is great, as the same option does not exist in Incident templates) The Service Item I am copying contains a couple of rules which execute scripts. Here is an example script from that Item: (NOTE : script is not complete in this screenshot, and continues
Synchronize Analytics for established time periods
Greetings, We are currently using the Personal edition of "Analytics Plus" in our company, and at the moment it was working well until the limitations of rows and tables arrived by the software itself. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything apparently, but the sync doesn't work) We have tried to synchronize from a more up-to-date date, using the "Initial Data Synchronization" option,
Incorrect SNMP Interface graphs. Opmanager 12.3
I'm having problems with the accuracy of the Interface Graphs since upgrading to 12.3. The Total Bytes Transferred, Interface Traffic, and Packets are all wrong. The only graph that is correct is the Interface utulisation. The interface is a 1Gbps link but connected to a 20Mbps MPLS. The Interface speed in OpManger has been set to 20Mbps. When the interface was still set to its native speed (1Gbps) the graphs were all incorrect.
Netflow v11 traffic discrepancy
We are currently monitoring netflow from a Cisco 5500x firewall. We have a server behind this firewall that connects to a remote device Selecting remote device with destination of the server gives me 16GB Selecting server with destination of remote device gives me 7GB Remote device reports 380MB traffic The time period for this is past 5 days. This unfortunately appears to be the norm, at present we have many remote devices whose traffic report differs greatly from what Netflow is reporting. Anyone
having problems with the SDP backup
You will find appended the screenshot with the error when the system tries to do the backup. Currently we have version 9314 Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com org.postgresql.util.PSQLException: ERROR: index "cihistorydetails_pk" contains unexpected
ServiceDesk Plus web page blank after update to 9332
Portal resolves name but entire page is blank. Anyone got a solution?
Cannot deploy an image to a Dell XPS 15 (9560)
I am having trouble deploying an image to an XPS 15 9560 BIOS 1.2.4 HDD: m.2 PCIe SSD-0 Using OS Deployer 5.0.3.136 I was able to successfully create an image from the laptop, but when I deployed the same image back to it using the bootable USB and running the agent, it blew away all of the partitions and volumes and the machine was unable to boot to a hard drive. Options used for deployment task: Set to deploy to default disk Set to erase target disk data and occupy disk space entirely I have since
On Form Submit appears to duplicate items in Custom Scripts
I've noticed some odd behaviour when applying custom scripts via the On Form Submit consitions. For example, I'm trying to configure a Service Catalog item. In this particular one, the Subject line is locked so that the requester cannot change it. When they complete the form, they have several fields to fill, one of which is "Cost Centre to Charge" The SC item has a default subject line of "New Purchase Request". I have added the following rule under "On Form Submit" so that when this field has
Initial Response explained
Can you please explain how the initial response it tracked in ServiceDesk? We have tickets come in, and a Help Desk person reviews\assigns the ticket. I need to produce a report showing the percentage of first responses that did not occur within 15 minutes. I tied this reporting to Analytics Plus, and it is showing an average initial response of 37 hours. This is not true. When I go into the data, I see tickets that have been closed, but have no initial response recorded. What process needs to happen
How can I change the owner of the application using the trigger?
Good afternoon. Sorry - I do not know English well I have a ticket when a letter comes. The title of the letter: [ZABBIX] PROBLEM: Router is unavailable by ICMP How can I change the owner of the application using the trigger? Thank you
Resolution is mandatory
Hi, When I want change status from resolution tab, I receive this message in every status "Resolution should not be empty" nothing is mandatory in configuration Regards Hamid
Login to SDP without the correct password
I noticed that if you click on "keep me signed in" while login to SDP and if you close your browser again to login, it will ask you to login with username and password. At this moment, if you give it any valid username and type a random password, SDP will login in with the specified username. Did anyone notice this or is it just on our SDP?
Bandwidth Report- PDF Option
In the Bandwidth Report when I click on the "PDF" button the report saves as "application/octet stream". I've tried both Firefox and Internet Explorer, neither one will save the report as PDF. We are on build 12300 and need the ability to save the reports as PDF.
Trouble setting DueByDate using Field and Form Rules or API
I have a lot of cases where I want to change the Due By Date on a Request to the value in a custom date field. The most obvious is for employee terminations. In some cases we get those several months in advance. I have a custom Date field named Termination Date and would like to set the Due Date to that so I have the following script set under field and form rules for form submission: var d=$CS.getValue("GUDF_DATE2"); $CS.setValue("DUEBYDATE",d); This doesn't seem to do anything. As an experiment
notification rules issue
Hi , I am facing an issue in Support Center Plus with the notification rules. I have set the "Alert the following Support Reps by Email when a new request is created" option but when I click on the "Choose" button to select which reps to notify nothing happens. Can you please help with this problem? I am on build 8009. Best regards, Allistair
Quick create picking up wrong requester info
When you use the quick create form for a new request, the information picked up and destination for notification is for the person creating the request, and not the requester as entered in the form. Is this a known issue?
error when migrating database
good morning I am currently migrating the database servicedesk the migration is from postgresql to sql server during the process I generate the following error: Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences,errorlog 0-----------------------50------------------------100(%) ================QUERY = INSERT INTO DepartmentDefinition (deptid,deptname,depthe adid,phoneno,fax,siteid,deptdesc,isdeleted,ciid) VALUES(36024, N'BANCA DE EMPRES AS', NULL, NULL, NULL,
Request has been already approved. Please refer request for more details.
Hi, with the latest release (9.3 Build 9330) we are seeing the Approvals are not working as expected. Service Request is created and sent to Approval 1. It is getting approved and the process we have in place requires Approval 2 to be sent out (to diff person). Now Approval 2 cannot be completed, as when the approver clicks on the link received, he/she gets the following info: Request has been already approved. Please refer request for more details. Tested with additional Approval 3, 4. Same results.
Problem in Email Setting (Exception while connecting to store)
Hi, When I configure email incoming, outgoing email, It does not work correctly. I view this message in application log: (Exception while connecting to store) Connect failed I can ping email server from ME server, I can telnet port, I reset password but It does not work. Regards Friman
Billing and Contracts
We are not currently using the billing/contracts area of MSP. How can I find out information on how to best use these areas? One requirement that we have is that we will bill (in excess of a monthly quota) only for Service Requests as defined in the Request Type field. I do not want to have to use a billable/non-billable field. That just leaves room for error. All Service Request activities are to be considered billable.
Update mismatch
Hi all, I'm struggling to get my head round something DC is doing on a couple of systems here in regards to mismatch of information on a system or two. Here is the missing patches listed as critical on one of our servers. And also a screenshot of the internet explorer about window indicating that this patch is installed. I've looked in windows update and it doesn't list the patch as installed so I'm assuming maybe it's included as part of a system roll up or something of the like? My question
SupportCenter Plus fail to start
Hi, SupportCenter Plus is not working. I have attached the screenshot ran on cmd . The error as shown on the attachment says "Could not locate C:\ManageEngine\SupportCenter\bin\\run.jar. Please check that you are in the bin directory when running this script. Press any key to continue . . ." We have the DB on sql, Is there anyway we can restore the DB on another machine after installing a fresh copy of supportcenter plus(assuming we have the same xml license). My believe is the java package files
Service desk starting error
I using service desk free edition and when I start it have error same as below OS : CENTOS [root@DESugarCRM bin]# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /var/www/html/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true
Incident template not showing additional fields on mobile phones
Hello, I've created some additional fields for the incident template. But if I open the ticket form from a mobile phone browser those fields are not shown even that they are mandatory. From my PC everything is ok. Any ideas?
Where do go for ManageEngine support these days?
I've been trying to get some support for a SDP issue for the past 2 days now. I can't seem to get any tickets to get responses. Admittedly, I haven't called in yet. Used to not have to. So we have this black hole: https://pitstop.manageengine.com/portal/newticket - nothing ever gets touched there. then there is this one: https://desk.zoho.com/portal/meservicedesk/ticket - so far it's auto-closed a ticket as soon as I submitted it, added a chat transcript where no one responded and it timed out to
Integrate ADSelfService Plus with IIS?
Is there a way to integrate ADSelfService Plus with IIS? Typically we use host headers on all our external sites and I can't find a way to do that natively within ADSSP. If it is not possible, how can I change the IP address that ADSelfService Plus uses? I found an old post from 2009 with instructions but they were for an older build and were fairly confusing. Any ideas?
Scripts do not run when changing template
We are current running Version and Build: 9.2 Build 9221, however we have a test environment in 9.3 Build 9326 There seems to be a major difference in the way Field and Form rule scripts are executed in 9.3 compared to 9.2 To illustrate, I added a script that pops up an alert saying "hello" in one of our templates: In 9.2: Create New Incident. By default the Defaul Template appears. The script is not present in this, so nothing is expected to occur: Next I switch to the template with the script.
Browser issue
Hi, We have an issue where we can connect to our test environment fine but not our live environment (see attached). The live server is coming up with a 'browser not supported' message which looks like a specific ManageEngine message as you get the option to click on a link to see your requests. I have also attached images of the browser versions on the servers which the URLs are connecting to (the one called wsus connects to http://wsus@8080 and is working whereas the one called sd2 connects to http://servicedesk:8080
[Solved] Asset scanning fails [10.0.149-10.0.151]
Hello, I've upgraded my MeDC server to build 10.0.149 and now about the half of my computers fails to scan assets (patch scan is working). Server is a Windows Server 2012R2 Clients are Windows 8.1 x64 Pro and Windows Server 2012R2 No problems on Windows Server clients Half of Windows 8.1 clients cannot scan asset, no details for failure, just scan failed. I cannot see any difference between a computer that can scan asset and one that cannot. I've been though client logs and I see no error except
NTLM Authentication required
Hi, All of a sudden yesterday when any of our team browse to the Service Desk they are presented with the attached message. They are being prompted to authenticate themselves but no matter what username and password they enter, it fails. Any idea what this is and how to get rid of it. Also, why did it suddenly just start appearing?
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