APIv3 stopped work properly.
Hi, We've just updated our system from 10500 up to 10509. And now our scripts for realtime reporting doesn't work: 1) prior to version 10500 I've used the following script to get data 2) Once we've upgraded to 10500 I've found that your parser is now broken and can accept only encoded data 3) Now once we've upgraded to 10509 - It also doesn't work. HTTP/400 error with the following body: {"response_status":{"status_code":4000,"messages":[{"status_code":401,"type":"failed","message":"V3API restricted
Issue with PMP since custom patch
I have been having an issue getting a problem resolved that I've had since I requested a product enhancement to PMP. Our Company had a need for an enhancement that we reached out to ME about, and they seemed super happy to develop it. When they gave me the enhancement, I installed it, but it didn't seem to work all the way. I reahced out to them, and they remoted in and did some work on it that, on the outset, seemed to get the functionality going. Unfortunately, it appears to have broken my patch
Layer-2 Map Invalid Credentials
Hello, We're currently evaluating OpManager before we migrate from our existing solution, Some reason when we add network for layer-2 discovery it gives Invalid Credential error. - We're using Cisco ASA with routing mode. - We already polled ASA without any issue with given SNMP Credentials, But if we try to run layer-2 discovery it throws a credential error. - I check all SNMP traps and verify all are working fine but still giving error.
Import IP Scope
Can someone help fix the CSV import file. I have tried multiple browsers to import it and it always fails with - Header name(s) " REMOTE_OFFICE_NAME " are not allowed When I choose to download the failed CSV it always has an extra row added under the top line.
New Service Category
Hello, We are using ServiceDesk Plus Free version. When the Administrator adds a New Service, that New Service appears on IT Service List, but can't be seen by the user who wants to report a problem. Users can see (predefined) default categories only. How can we make a new service category visible to any user? Thank You
[Incident] The ability of master ticket / parent ticket to close all child tickets
Hi there, I found out that neither Link Request or Dependency still doesn't have the ability to close all child tickets under the master/parent ticket. May I know if this is already under the roadmap or haven't yet? This is kind of crucial to Incident Management team to not having this feature. TQ.
Where are Problem and Change Management Modules in 10509?
Just upgraded to 10509 and to my shock both Problem and Change Management Modules are missing?? Is there anything else missing?
[SOLVED] Requester don't access on "I am looking for a Solution"
the Requesters don't access on "I am looking for a Solution" but they access at solutions tab. service desk version is 11.1 Build 11121 on windows server 2016 with active directory authentication.
Decline Superseded Patch
I show a windows 10 server pack needs to be installed on one machine, service pack 1709. However the machine is already patched to 1803. Since the checkbox for the patch is greyed out as it is superseded, how can i decline the patch in hopes of desktop central not incorrectly reporting that it is still needed?
[SD-88920] Error when edit a task and select Milestone
I Created a task on a project When I edit the task and select Milestone and save it, this error appears: Task's parent entity cannot be changed
Table list header title not change in non-english language
Hi, When we define Portuguese as the default language of the system, the language of all users who have selected the default language is Portuguese, except for table headings. Like my attachments.
POST request to Patch Management API
When trying to initiate a POST request using Python requests library to api/1.3/patch/downloadpatch I get the following response back. {"error_description":"No Patches Specified","message_type":"downloadpatch","error_code":"3004","message_version":"1.3","status":"error"} My code is as follows: headers = { "username": "<redacted username>", "password": "<redatcted password>", "auth_type": "ad_authentication", "domainName": "<redacted domain>", "Authorization":"<redacted auth token>",
[SD-88175] Popular Solutions Widget Error
Hello, We have a problem with using the Popular Solutions Widget on the self service portal in SDP. A user can click into a solution or click the solutions tab that works fine, however the 'search solutions' box always gives a 'You are not authorized to view this page' screen. We are on version 11.119 (note this was also happening in 117 and 118) Is there any fix for this? Thanks.
AutoClose v3 doesn't work?
Hi All, Could you help me to get the below working? https://pitstop.manageengine.com/portal/en/kb/articles/how-to-automatically-close-requests-that-are-in-a-specific-status The issue started with the report itself which I've changed to the following to show onhold tickets that haven't been updated by technicians in a week: select workorderstates.workorderid from workorderstates inner join statusdefinition on workorderstates.statusid=statusdefinition.statusid where statusdefinition.statusname='Onhold'
API Issues
Continually getting the following. No matter what the input string is, no matter how the JSON is formatted, I get this message. I follow the examples to the letter, and no matter what, I get the below message under result /api/v3/requests Example: input_data= { "request": { "subject": "Unable to fetch mails", "description": "I am unable to fetch mails from the mail server", "requester": { "id": "4", "name": "administrator" }, "impact_details":
Problem with updates to 11121
Hello, We have a problem with updates to latest version on Manage Engine Service Desk 11121. On 60% in process of upgrade, update manager return error failure Applying DB Changes , I attach log from update manager. Can you help me with this error?
Processing incoming email: Creates new request instead of appending to existing request
Hi all, We're having some issues with the automatic processing of emails to our SDP OnDemand instance. In most cases, an email sent to the correct address with ##RequestID## in the subject line (where RequestID is a valid, existing number,) will be added
Desktop Central does not send installation of MS Office
Guys, I'm trying to make installation packages for Office 2013, 16 and 19 and I'm not getting it. I set up the installations on a VM (without doing it through Desktop Central) and it worked perfectly. Ai configuring the Central Desktop it does not send and is only on hold. What could be happening?
headers in request table
there is a problem with my Servicedesk plus in requester portal when language is in browser default mode, Titles are displayed in English in the request table in a non-English language And when requester changes language to a non-English language, will be corrected Our ServiceDesk Plus Build number: 11121 Database: SqlServer
String to translate
in Approve tab this string isn't able to translate! "Auto approved by system since the approver has already approved in one of the previous stages" in all languge it's shows englishe message How I Can translate it?
Setup Agents to talk while not on the network
Does any have a detailed document on how to setup Desktop Central to talk to an agent while it is on a corporate network/vpn? I installed the Secure Gateway Server but can't seem to get it to negotiate. Using Fortigate for my firewall.
SDP and Analytics plus sync error
hi, i tried to sync sdp with analytics plus and its failed with below error: 2020/07/18 15:57:14 IRDT:Error is :: <nobr>[Line: 85 Field: 45] (efax) -ERROR: Invalid POSITIVE NUMBER value</NOBR><br><nobr>The data found at the row 85 has invalid data for the given configuration</NOBR><BR I deleted all my changes on UAT server, it was successful. i attached the full error log.
Already enrolled for verification code for new users? Company email.
In my company all users and new users already have the email address on "mail" AD field, with this situation if a new user accesses to adssp portal for the first time, in order to enroll, on verification code page its visualize a message: “You have already enrolled for Verification Code” in yellow, the Welcome windows doesn’t popup and if the new user closes adssp portal without any modification, the new user will automatically enroll and appears in the Enrolled users report from admin adssp portal
SSLv2 enabled on port 9000 but should not be
I have deployed the AssetExplorer agent as part of our ServiceDesk Plus system, I disabled all protocols except for TLS1.2 as seen below. Agent version is 1.0.32 I saved and downloaded the agent and deployed it, and you can see on the clients the registry options look to be OK per what I setup in SDP for the agent. However, my vulnerability scanner (Nessus) has detected SSLv2 (only) enabled on port 9000 of our clients now. I confirmed by using OpenSSL client to test: And it fails on SSLv3 and all
[SD-88462] bug in Central server settings in asset explorer
[bug report] hi, Central server settings in asset explorer have a bug, when the site defined in service desk plus is non-English, its name is displayed as question marks in the central server settings in asset explorer. thanks.
[11.1 Build 11100] Intermittent Email attachments not sending
Hi There, We have a ServiceDesk Plus and recently sometimes when sending an email with an attachment, the attachment is not sent. For Example, in the attached image we have an email sent from Servicedesk plus showing an attachment - this attachment was 80KB. By the time the email arrives at the next hop (Our Exchange Server) the email is only 2KB so it seems as though despite stating an email had an attachment, the attachment was never put on there. Is there any solution to this? Cheers Paddy
SMS Account Setup Verification not allowing option for Country Code
In previous versions of SelfService the country code is required for SMS (text) to function. We onboarded our first new employee today since the upgrade to 6000 (6002) and he is being prompted for his phone number. There is a + sign at the beginning, but there is no option to enter a 1 (USA). He can only enter 10 digits for the number and it fails to send the text. We have validated SMS works through the admin interface. How do we correct this?
Dual Login Prompt when accessing Self Service
Since the upgrade to ver 6000, we now get a double pop up each time we attempt to access Self Service. If we cancel, we can log in fine. If we log in using the dialog box, we have to log in a second time to gain access.
Teams Integration
Anyone else attempting the Teams integration instructions yet (https://help.servicedeskplus.com/integration-with-microsoft-teams)? Keep getting the below manifest parsing error when error when trying to install the app in Teams... Error while reading manifest.json: "staticTabs[1].name" is required "staticTabs[1].contentUrl" is required "staticTabs[2].name" is required "staticTabs[2].contentUrl" is required
ServicesDesk Doesn't start after update
Hi: I have a Servicedesk version 11000, it's working fine, but when i did an upgrade to 11100, after all the update process, the service doesn't start, i tried with run.bat from /bin directory, but i doesn't start: I reinstall the service with sd_service.bat -r and sd-service.bat -i and it doesn't works. Can you help me please? Thanks a lot
Adding Notes/Comments and Updating request Tasks does not trigger a Update on Requests
Hi All, We have a custom trigger that triggers any time a request is Created or Updated. What it basically does is send information to our Helpdesk partners ServiceNow instance. However the challenge we are seeing is that when a Note is added in SD+ or when a Request Task is updated in any way it does not register as an update on the request. Because of this the custom trigger does not get triggered. Is there a way to fix this or is it a design issue in SD+? If by design, then this is a poor
Cannot Export Passwords
We cannot export passwords when logged in as any account, including global admins. The options are disabled even though we followed the steps in the article Exporting Passwords for Secure Offline Access, updated PMP to the latest version, and tried with Chrome, FF, and IE. Any suggestions are appreciated.
SLA Timer (On Hold Status)
Hello, Guys, I need help. In our installation of ServiceDesk Plus, we have a problem with SLA Timer. Despite we have set timer stop for On Hold Status (default) timer don’t consider pause. For example SLA 4h, timeline: work – 4,5h, On Hold (wait for Customer response) – 8h, work – 0,5h, closing the ticket. Service Desk calculates 9h of delay, instead of real 1h. How can we configure the system in our way?Thanks for help. Damian
Password Manager Pro New Setup issues
Setup Primary Server – ChangesDB. - Configure Replication – Installation of Secondary Server. This is First time login to both Primary and Secondary server so once its open the default screen on Primary Server We put admin /admin The URL loads for changing password but it does not show any options to change the password . As per logs we get the following error: Caused by: java.sql.BatchUpdateException: Cannot insert the value NULL into column 'ROLENAME', table 'PassTrix.dbo.Ptrx_UserSessions'; column
SQL HA Cluster Configuration Failing
Hi Team, We are facing issues while configuring the SQL HA. After running configurereplication.bat. The test went successful , but while configuring we are getting the following error : ERROR OCCURRED: Password validation failed. The password does not meet the operating system policy requirements because it is too short. InDetails : [12:10:03:026]|[07-09-2020]|[INFO]|[15]|[com.adventnet.passtrix.sqlserver.replication.SQLServerReplication]|[connectDBServer]: Slave database : PassTrix| [12:10:27:483]|[07-09-2020]|[INFO]|[24]|[com.adventnet.passtrix.sqlserver.replication.SQLServerReplication]|[createPublication]:
When I create PO, I didn't see services that define in Vendor Services page as manually
Hi, For keep integrity of data, I defined all services in Vendor Services, but when I want to create PO, I didn't find my services in select field. Also when I create service in PO page with quick add service in below of select, I can see it, but I can't see all services that created in Vendor Services. Also I have this problem for products that exist in Product page and I can't see these products in PO product selection list. I think it's bug. What should I do? Do you have any solution? Build No:
Switch from IMAP to EWS - connection refused
We are trying to switch from IMAP to EWS so we can disable IMAP/POP on our Office 365 tenancy. We have confirmed our settings but are getting a connection refused error when we try to save the settings. We enabled debugging in the log and can see this reported below. We have also tried pasting the EWS connection string into a browser on the server and this generates a credential prompt so it appears to not be a network issue. We're running 11.1 Build 11103 [08:26:29:839]|[07-10-2020]|[SYSERR]|[INFO]|[53]:
Problem in Initializing Postgres !!.. Kindly check logs...
I've met this problem for many times. The server OS is new installed and I ran the Installation, during the install process, this message came out. However, move to the install directory and ran sh run.sh can still work. Got confused about this alert. for more info, see the entire log zip.
[SD-87532] Add member to CAB Error
Add member to CAB Error in Right to left language in ver11.120!
Restore backup data fails with . ./setcommonenv.sh not found
Hi all, I just install new ServiceDesk Plus 11.1 build 11120 on Centos 7, the installation is successful and I can start ServiceDesk normally. Then I test restore feature, the console appear this error: bin/restoreData.sh: line 8: ./setCommonEnv.sh: No such file or directory Do anybody have any idea to fix this problem? Best Regrads, Tin Nguyen
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