Deletion of additional text fields
we are running 8.1 and although i have admin rights we cannot delete any additional text fields that are created. We have now hit 24 additional text fields and cannot create any more nor delete any. It is also not picking up changes to text fields in our other templates, only incident templates. For example i have added an additional text field within our incident template. When i click on a service request template, the newly created additional field is not listed as an option to add. It does not
The database failed to start / Process : DBServer [ FAILED ]
Hi. Please help me with this case. The commented server to launch these errors and wanting to stop and restart the applications manager no longer starts the DB. [root@mengine log]# cat AppManager.log All the related process are terminated Shutdown Successfully done ########################################################################## Note:It is recommended to start the product in nohup mode. Usage : nohup sh startApplicationsManager.sh & ##########################################################################
Cilent Pc Scan issue(ae_scan.vbs)
Dear Sir, I have upgraded patch “9015 to 9020”on Friday then i observed when i run “ae_scan.vbs” file in client pc ,the file run scan successfully but when I check in helpdesk that pc not scaned. this happen all pc laptop. Please help.
Technician as Requester
For some reason now any technician can't appear like requester, if one of they want to place a ticket is not in the list. Why happen this?.. Please I need info about this problem.
Form rules not working as intended
A small test on my part: I created two additional fields for the 'Default Request' template: 'PO nr', 'PO send date'. These fields are not shown on the form initially. Next i created a form rule, that stated: "show fields 'PO nr', 'PO send date' when 'category' is 'purchase'". When i start a new request, set the category on "purchase", no fields become visible. I tried a bunch of other things, but nothing seems to work on my part. If you guys want to check this out, via Teamviewer please, which speeds
SQL help
Hi All, I am not very good with SQL, in fact i am hopeless with it, i have been using a tool called FlySpeed sql to help me build some queries and well, when you copy and paste that in to the query builder in SD+ it just errors out, I think our version is running Mysql, but not sure. Can anyone help me convert this to a usable query? we are running V 9317 of SD+ SELECT CI.CINAME, CI1.CINAME AS CINAME1, Requester.ATTRIBUTE_1202, Requester.ATTRIBUTE_2401, SystemInfo.SERVICETAG, Resources.SERIALNO,
Search on Solutions does not work
Hi We are testing SDP 9317 and the search box in Solutions does not retrieve anything. It works fine on our live version 9202. Is this a kknown problem with this version or is there something I should switch on? Thanks for your help
Email Command Fails to Update
So I have been trying to get email commands to work to update custom field in a ticket that would be a reply from a vendor with the tracking# for a part order. But it does not work Subject: Requester 955 [RequestID: ##407##] @@SDP@@ Now I have tried numerous differences in the body field but it simply just adds it as a conversation to the ticket and never updates the field in question. Examples below on what I have used. ------ @@OPERATION=EDIT_REQUEST@@ @@WORKORDERID=407@@ @@UDF_LONG1=1234@@ -----
Business Rule not changing Status or request- Screen shot now attached
I have created a very basic Business Rule. My process entails selecting a Group in the Request, which notifies users in the Group via email of a request. The user will then reply with a trigger in the email body. In this case, "Client Contacted". The business rule is setup to search the request description, which is the area the email reply populates, and if the description contains "Client Contacted" it should change the status to "Client Replied" . This is not working. I am attaching a screen
How to uninstall services desk plus build?
How to uninstall services desk plus build?
SDP agent not work after Update Service Patch v9317 to v9320
We update Service Desk Plus version 9317 to 9320 at 25 August 2017 but SDP agent not work
Gap in data collected from OpManager
Good morning, I currently have a data source set up in Analytics Plus that collects information from our OpManager installation on fifteen minute intervals. This morning, I saw that the last data sync from OpManager had failed. As such, I performed a manual sync. After performing this sync, I can see a gap in the data available within Analytics Plus. In OpManager, there are readings for a specific monitor from the 26th and 27th of August; however, this information isn't found within Analytics Plus.
Possible for the service desk to e-mail itself from itself?
Basically I want the service desk to create a ticket with a agreement expiry notification that is sent out from it. Right now, the notifications gets to the mailbox when it is sent out but when service desk fetches it, it realizes that the notification was sent out by itself and it drops the e-mail. There is no notification message that is shown in the system log viewer. But if I look in the serverout0.txt I have this error: 13:09:48:864]|[08-21-2017]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[INFO]|[143]|:
Fix the community "Announcements" folder, PLEASE
Hi, Since the move to the new community platform, anyone trying to post to the root "ServiceDesk Plus" forum is actually posting to the "Announcements" sub-forum. This appears to be a bug in the forum software. I have traditionally "Followed" the Announcements sub-forum to stay up-to-date on new releases and other Announcements, however my inbox is now groaning under the weight of notification, after notification, after notification from people posting problems and requests in there. I've had to
What's new in SDP isn't up to date
Site is currently only showing up to July 20 and I know changes were just released this week. https://www.manageengine.com/products/service-desk/whats-new.html
Close Request Link is broken (SDP 9320)
Hi! In SDP 9320 Close Request Link for requesters is not functioning. Link throws window "The request cannot be viewed. " All links has KEY=123456789, don't think it is how supposed to be For example, http://servername/workorder/CloseWorkOrder.jsp?woID=61371&KEY=123456789 Is there a workaround to fix it?
Updating Task Description via API (powershell) not rendering correctly
I've written (in powershell) a script to update child tasks based on parent request fields. The problem I've come across that I can't seem to work around is that the task description, once re-written/updated, doesn't preserve line breaks. An example task description (before update) is: This is a test description to test what happens when we replace it. Created by: --CreatedBy-- https://rand Requester: --requester-- When I get done updating through api, the description becomes: This is a test description
Filter and show service catalog by user group
Hi, I used SDP 9319. I have problem with show a service catalog to specific user group. I created a user group as "test_group" that include all requester that name is "guest". When I configure a service catalog for just "test_group" from "selected user group" list and save it, it doesn't work and hide it from all requester. but if doesn't limited to specific group, it work and show to all users. I tested this scenario with fresh installation of SDP on other server, Surprisingly it work and doesn't
don't save settings
when i want to save settings the system is freezes and don't return nothing
What about russian language support?
I've installed fresh version of EventLog Analyzer on Debian only yesterday. When I'm read logs and messages from Linux servers or Cisco devices all is ok (all messages coming on english language), but when I'm add Windows 2008R2 server in EventLog Analyzer (with russian localization) I got unreadable message. Please tell me how to fix it? OS Debian 8 x64 ELA 11.6 DB Postgres
Export list of workstations that failed to scan
How do I export the current list of workstations that failed to scan?
9320 - Error
Hi, we have upgraded the SD to 9320. When we have filtered the columns in the REQUESTS to display only the tickets for a specific category, we are still seeing tickets from other categories. See screenshot attached. This was not the case before we upgraded. Can you please hep us getting this fixed?
Hitting major snag applying latest patch to desktop central.
This will be the first time trying to apply a patch to desktop central with the failover service enabled. If you stop the service on the main server and try to apply the update you will get an error that the failover service needs to be stopped. If you stop the failover service you will get an error saying that the failover service needs to be reachable to apply the update. After finding this out, our primary server will not start anymore. running off the failover now. I tried reaching out to support
The critical issue about technician key lost efficacy under https protocol
Dear team: Would u like to check the issue about adding the request with technician key=none or any under https protocol, request also can added successfully. I think it will take critical risk in the product environment of end user. Please check and response. Here is my code: # -*-coding:utf-8-*- import requests,codecs,sys,pprint,xml,json with requests.Session() as s: url = 'https://localhost:8443/sdpapi/request' #/*--替换成实际的URL链接--*/ OPERATION_NAME = 'ADD_REQUEST' TechnicianKey
Request replies
Hi, we've noticed that when a technician replies to a request and manually removes someone from CC that person that was in CC will come back the next time the technician replies even if the conversation he's replying to doesn't include that person. Is that by design? We have the following email notification rules: Acknowledge requester by e-mail when a new request is received E-mail user when a request is resolved. Acknowledge E-mail Cc users by e-mail when a new request is created Acknowledge E-mail
patch 22973 "SQL2014 SP2 GDR Update" keeps want to install even though our SQL is higher version
why DC keeps pushing patch that is not meant for the version of SQL2014.. when manually installing we are getting notification that our version is patched. "The SQL Server patch package is part of a general distribution release (GDR). This package cannot be applied since this SQL Server feature has already been patched. To continue, you must install higher version of the SQL Server Patch.
Register button did not work in IE 11.0.9600.16428 (KB2841134)
Good day, I was just about to sign up the community and in our environment IE is the standard browser. After I received the register link I specified a password and clicked "Register" In IE the button was without function. On Google Chrome 55.0.2883.87 all fine. Thanks and best regards Manuel
Assetexplorer issue
Hi. we are looking into the assetexplorer. Works like a charm. We have some workstations with SAS 9.4 (full package - licensed) from SAS Institute. But we also have SAS 9.4 Viewer. On the workstation both the full package and the viewer is mentioned as SAS 9.4. This means that the SAS Viewer is counted I the license count in SDP. Is there any workaround to this issue?
Request List does not work after upgrade 9311 to 9317
While upgrading to 9317 from 9311 the following issues has occurred. clicking on Request List will either show a blank screen or "Sorry an error has occurred Unknown error occurred while processing your request" release notes states SD-67743 and SD-67751 "Request view page is blank" have been resolved Issues Fixed in 9316: SD-67740: Request list view page is blank for some technicians after migrating to 9315 Upgrading to 9319 also causes the same issue
Filed & Forms Script
Hi I have certain conditions in Feild & Forms, Now if the condition is met I want to set Change Type as "Normal" and if the condition is not matching set Change type as "Pre-Approved". I am able to set "normal" but how to set IF NOT "Pre-Approved" ? SDP Version is 9.2 Build 9238. Thanks in Advance.
Asset registration - software
HI, we have installed SAS version 9.4 and SAS Viewer 9.4 on different workstations. The issue is that the Assetexplorer thinks it is the same software and counts it wrongly in the Software Tab. The SAS Viewer is freeware and the 9.4 the licensed. Please let me know how to fix this problem or what to do as workaround. Thanks. Best regards Thomas
Task not emailing on submit
I have a template that is setup with a task that is already assigned a technician. When the ticket is submitted the technician is not being notified about the task. I checked the notification settings and the box is checked for Notify technician when task is assigned. Am I missing something? Do emails for tasks get sent when the ticket is submitted?
Support group name issue
Hi, After upgrade to version 9.3.19 we are facing issues when trying to change the request view in internet explorer. Support groups names with special characters (like ç, ª, é ) wont show the request list
Inconsistent in License Key for Software Excel 2010
Hi Support, We already been informed that license key for Microsoft Products are encrypted into only the last key provided in the system. But we encountered another problem with Microsoft 2010 product, take example Excel 2010. The license key provided by Desktop Central Agent in the SDP system are various with complete license key and also partial one (encrypted). Screenshot attached. Please help us which is the correct one, and how to make them uniform. Please respond to us ASAP as this is affecting
All interfaces are detected in Netflow but NO Traffic In/Out for CiscoASA 5500-X
I know I have configured my new CiscoASA 5516-X and 5525-X FWs right according to my existing CiscoASA5520. I just copied the same procedure in ASA from SNMP and Service Policy Rule based from my ASA5520. The OPManger Netflow has already detected the ASA devices and interface and even showing status is up and updated flow. However, I still havent gotten any IN and OUT traffic. I need help where I missed. See attached the issue of IN and OUT
Problem whit ticket in SDP
good day, I have a problem... in SDP have a ticket what when are search, only view the screen white... There is a way of erase this ticket. the number is 108719 thanks for your help...
Optional "Critical" Updates??
Have a look at this Optional MS updates do not have the same granularity as security updates I want critical updates to be automatically deployed. I don't want to automatically deploy unrated optional updates. It would make the most sense to have each category of updates have the same granularity as "Security" updates. Does an optional "critical" update even make sense? Thanks!
Can'e see customize self-service portal button
Hello, I am currently trialing manageengine as we are considering using it for our helpdesk. One of the things I'm looking to test is changing how the self-service portal looks when a user logs on. When I look this up all answers say there is a button under the self-service portal settings for it but there is no button there. Is this a version issue? How do I customise the self-service portal? Regards, Hazel
Incident updates not saving
We have an issue in that each time a user (technician) tries to edit a request in the helpdesk – after they have made the changes and hit update – instead of saving the changes, a new request is opened. They have to tried a number of times to make the changes before it will save. Appears to be random. Anyone else seen this? 9.3 Build 9312
Chat Issue
Hi there When we have a Chat session running, we now have to update the technician site manually to see what the user have written. The user gets the text without having to refresh the Explorer. I have got an answer from servicedeskplus saying that this is by design?????? Did any of you get this to work with auto updating ? For me this gets no sence that we have to manually update the Explorer to see if the user have written anything for us ? /Ivan Rafn Ps. If not explain corretly, i will be happy
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