Problems with Solutions
Hi we are trying to create a knowledge repository for both techs and customers and have several problems/questions as follows: 1) Solutions tab in Resolutions in a request does not work properly. I get random recommended solutions that have nothing to do with the tech. For example I have a request that has the word PVQ in the subject. It is also a keyword for a solution. The Category of this ticket is PVQ/Custom Report. The Category of this solution is the same. Instead of getting this solution as
[ SOLVED ] Spam Filter Does Not Work
I am trying to block some emails but the spam filter is not working. I've tried the following rules with no success. sender ends with .ru sender ends with .xyz sender ends with @domain.com None work if either only one rule is enabled or multiple. We are using version 9.1 build 9121. Thanks
PROBLEM TO UPDATE
Dear, good morning. I am trying to update the platform Service Desk Plus (Current version 10.0), but the following "INVALID NODE" messages appear to me, from what I have read, I understand that it is not an error message. But after proceeding with the update, it shows me an "Unexpected Error" message and I cannot continue with the update. Referential image is attached. Greetings.
Software Deployment - Remote Desktop Server (2019) - Store Apps
We are using a mostly RDS environment for our users. On a newly built farm of 2019 RDS Host Servers I am looking at how we can automate the installation/update of apps which are typically installed through the MS Store. The current example is "Snip & Sketch" - Anyone using the standard Snipping Tool is prompted to try using Snip & Sketch instead. But.... we do not want users picking their own apps to install so access to the store is blocked for standard users. How can we perform an automated installation
Latest Computer Inventory List View
Having progressive irritations with the latest Computer Inventory page. It is way too short of a list when trying to view multiple computers and scan for information. The fact of always being able to see the top bars/menus is nice i guess, but it's much more frustrating than just scrolling down for a couple pages and being able to openly view all of the data that my site sometimes needs to look at. Yes we realize that we could generate a report, but when we're looking for something it doesn't typically
Problem Data
Good afternoon, is there a way to retrieve Problem data from within our ServiceDesk workspace? We are not seeing any reports/dashboards relating to ServiceDesk Problem data and we need to be able to report on this. We are on Analytics Plus Build 4260. Thank you!
Sync error to ServiceDesk Plus
Hello! I'm trying to sync Gives an error message: FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Previously, I already synchronized the test version, then deleted it, now this problem occurs. Where can I find the configuration file with these parameters? Thank you!
Approval Process / Pending Approval
Hello We need to run approvals and use custom triggers to achieve that. There is no service catalogue option and we actually have no much requirements for it. However when we start approval for two persons, then only the first apprioval action marks the request as approved even if the second approval is still pending. We found no options to configure that under Admin -> Self-Service Portal Settings -> Approval Settings I discovered a related topic with no solution for a non enterprise edition of
Firefox Extension & Two Factor emails
Hello everybody, I'm attempting to use the Firefox PMP Extension version 1.1.0.6 and have been struggling to get Two-Factor Authentication (through email) working properly. Long story short, I'm able to pass along my username, and the Firefox extension will display fields to enter the password and 2nd factor password but as soon as I change focus to my email to grab the 2nd factor password the Firefox extension disappears and I have to start the login process over, thus preventing me from ever being
Due by Date is not setting
Hi, I'm facing an issue that whenever i create a ticket in ME portal the Due by Date is not assigned automatically, i have to manually update the same. Regards, Anil
[SD-68372] Copy and Paste Approval Emails doesn't work anymore
Before upgrading, we were able to copy/paste a list of emails into the approval email list of users to send approvals to. Now, if we do that, it doesn't copy in a way that functions. Is there a way for us to keep a list of email addresses to mail to and copy/paste it in to the approval email? We have to send almost every access request received to 4 users on stage 2 and 5 users on stage 3. The users are always the same users. Here's an example of what it looks like now: It used to process each user's
Priority field not showing/Unable to attach files
Following an update earlier on today, the Priority field is no longer available for selection, and we cannot add attachments to tickets - anyone else having the issue?
[SD-81249] Long messages are not displayed correctly
Good Day If I send a long respond to a request, it is not displayed correctly. In the ticket view the first long paragraph is cut off (screenshot.png). If I forward the request, you can see the full first paragraph (screenshot2.png). It would be great if coming updates could solve this behaviour. Thank you.
Device template with same name already exists
Hi, I was having an issue backing up our new Aruba switches. I noticed there was a new device template on the ME site, so downloaded the XML. Tried to import it and I get the error message "Device template with same name already exists." I deleted the devices associated to that template, I only had 3, and tried to reimport and I get the message "Device template with same name already exists." Decided to delete the original template from Settings --> NCM --> Device Templates and tried to reimport....same
SDP-MSP Mobile app (android) does not show attachments
Hello, we are running latest version of SDP-MSP on our server, and connected a technician with SDP-MSP mobile app on android. Everything seems to work fine, except when a requester is sending e-mail with attachments, the attachments are not displayed in the app. The app does seem to load them, as they are visible for a split second after pressing the attachments button, but cleared directly afterwards and the list remains empty. Is this a bug ? Thanks
Difficulty closing Request via Email or Bulk
Currently, our system is configured to require a phone number and an IP address to successfully close the request. This prevents me from selecting multiple tickets and closing them, and it also prevents me from closing requests via email. Please give me an example of an email that would close a ticket in such a case or point me to the documentation that covers such events. Much appreciated!
http https redirection does not work
hello when I go on http - website does not load when I go on https - website is working correctly how to do it, what would be redirection to https when logging in on http? I tried these options, but it did not help: https://helpdesk.manageengine.com/sd/AddSolution.sd?mode=viewSol&solID=174001
Build 5800 - Some users cannot change password
I am running Build 5800 and I see the following error in my serverOut log: Throwing Native Exception: user_cannot_change_password_flag_on_ad The users who receive this error are notified int he application that they may not have permissions to change password. I have verified with a couple of them that they can successfully change the password from their desktops using CTRL+ALT+DEL I have tried a number of things to correct this error, but at this point, I would say it might be a bug in Build 5800.
Requests > Default Search doesn't return open calls
Requests > Default Search doesn't return open calls. I think this started when upgrading to SDP 10.5 Build 10506. Any ideas?
Zoho Central repository URL
Hello, Our firewall Drop every Internet connection from servers, so i need to know the URL of the Zoho central repository, to add as exception.
Problem while taking backup
Hello, I can not do a backup. I have this error message: "Problem while taking backup" Here is the backuplog: [16:43:50:532]|[08-09-2019]|[com.adventnet.mfw.PatchUpdater]|[WARNING]|[1]: The 'fixes' directory is missing. Product loads the jar(s) without PATCH| [16:43:50:548]|[08-09-2019]|[com.adventnet.mfw.Starter]|[INFO]|[1]: Going to add jars from Directory : C:\ManageEngine\ADManager Plus\bin\\..\lib to classpath| [16:43:50:563]|[08-09-2019]|[com.adventnet.mfw.Starter]|[INFO]|[1]: Going to add
Unable to get Requester E-Mail from CMDB API
This is worked some updates ago. on the versions 10506 & 10509 not. Also not working at http://beta.servicedeskplus.com/SetUpWizard.do?forwardTo=apidoc What I do: Admin - API - CMDB - "Get Requester CI Details using criteria" change to simple input data <?xml version='1.0' encoding='UTF-8'?> <API version='1.0'> <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator='CONTAINS'>E-Mail</name>
How to remove personal vaults in PMP
Hi We have some users that has left our company and their personal vault in PMP is stil there. How do we get rit of those. They take up space (allthough) they are small compared to the master vault. Furthermore we can not see if they are in use or abandoned. So we need a way to dispose of these vaults. If this is not possible we would like to be able to mark them as "not in use". Furthermore it could be a good idea to be able to lock them down so access to them is not possible.
[SOLVED] "SD-76704" Attachments download .json
We are using service desk plus version 10.0 Build 10011. When a user replies to a ticket by email and adds an attachment, when trying to view the attachment from the portal it downloads a .json file. How do we get to the original file that was attached to the email? I have attached a screenshot showing what is downloaded and also that the system shows that the file is a .jpg with a size of 1856.31KB Thanks,
Modify existing scheduled report - PC
I have an installation on a Windows Server with a similar problem as Here but on Desktop Central. It's a scheduled report that is emailed out to a user who is no longer in the company. I'd like to modify the report but I can't find it in the 'scheduled reports' section. The report is labelled "Patch Vulnerability Database Report" but I'm not sure that is relevant to the issue. There is only one login to Desktop Central, that is the admin login and this is the only report running. The solution in
Never received a response, issue still happen 3 months later
I posted this over 3 months ago and it's still marked as "Working On It." https://pitstop.manageengine.com/portal/community/topic/superseded-patches-still-listed-as-missing-after-desktop-central-upgrade We've been having difficulties with different aspects of this software recently. Now that those seemed to have been fixed, I need to get back to this. Right now, I have 30 patches that have been superseded going all the way back to April 2019 that are listed as missing patches. This is causing some
Getting signed out of ServiceDesk constantly
We're using 10508. We've noticed that we get signed out of SDP constantly. For instance, when we leave at 5pm in the afternoon and come back at 8:30 the next morning, we have to always sign back in to SDP. Is this normal? We always check the "Keep me signed in" checkbox but that doesn't seem to do anything. We are using Active Directory authentication, but not using pass-thru. Just curious if anyone else has this issue. Thanks.
Beware of 10509 if you use https
Hi, Just upgraded from 10508 to 10509 and the custom http->https redirect we had in place was deleted. So if you use a certificate on your servicedesk server, you need to re-add the info in web.inf after the update - the server.xml is fine funny enough. And if you've forgotten the text needed can be found in the FAQ here: https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html Just a heads up. /Rasmus
Remote Control on MacOS
I am unable to get Remote Control to work on a Mac client. The action log in DC shows "Remote Control failed to connect with MACOS- TEST.<b>Reason:</ b> Communication failed between Agent and Server". Windows machines on the same network are able to have Remote Control sessions connect successfully. The mac is fully patched, and has Agent 10.14.16. I also tried it on a second mac on the same subnet and received the same results. I'm not seeing anything amiss on the Mac's logs that point to an issue.
Technicians Unable to see some Requesters in SDP
Hello, When opening a ticket all of my technicians are unable to load a few requester's in the Name section of the ticket. They can find and open tickets for most requester's but some just will just not load for them. I know for a fact that the requester's are in our system and were imported from AD as I can see and pull them up when I create a ticket. I do have admin access to SDP and the technicians having issues do not. When I do open a ticket against the users they are having issues with I am
User did factory reset
When an employee quit they factory reset the device before handing it back in. Somehow this completely severed the link with Manage Engine. We cannot communicate with the device anymore. The device has been logged into and it doesn't have the MDM installed on it. I feel like this is a serious security breach if at anytime they can remove the MDM and tracking on the device and have a completely unlocked device! We downloaded ManageEngine MDM app and its asking for a one time password that we never
Apps not automatically installing
Hello, I am using Mobile Device Manager for Manage Engine Desktop Central. When I go to deploy an app or update, I have the option to send the install to the ME app catalog on their devices, or do a silent install. With a silent install, I am under the impression that it is supposed to install without any user intervention on the device. Instead, it sends a pop-up message to the device asking if it wants to proceed with the install. Should this be happening? Thanks, Joe Satow
Max number of asset reached
We are trying to mark 8x monitors as Items Received in the Purchase area so they get added as assets. It allowed me to mark some of the order as received but said I couldn't add the rest as we had reached a maximum for that asset? Unfortunately I'm unable to replicate exactly as it now shows the attached error instead when tyring to mark some more of them in that order as received again. Any ideas?
Cannot start ADSelfService Plus service
The ManageEngine ADselfService Plus service terminated with the following service-specific error: %%4294967295
Unable to modify any template
We are having a big issue from a week, we are unable to modify any incident templates because of this message: The following fields in the Layout richiedente do not have Requester Can Set Permission site we had already open a ticket to the official support, they said to wait for the 10509 release who should have solve the problem, but unfortunately it doesn't. We are in a very big problem with our customer, cannot do their requests. The problem seems to be on the SITE field, permission or something
New Self-Service Requester Portal
Using the new Self-Service portal and notice that if a user clicks the 'Report an Issue' button associated with an asset in the My Assets section then the appropriate asset details are not pulled through to the request ticket.
Password Reset Huawei Devices
Hello, I'm facing problem with password reset of Huawei Devices. Firts of all, the default Huawei SSH Reset Commandset is wrong, becuase the command named PLocal-UserLNPHPwdCipherNewPwdPHWithSB, uses the command local-user %LOGINNAME% password cipher %NEWPASSWORD% that doesn't work with "new" firmware (from 2 years till now), because the SSH users must use this command local-user %LOGINNAME% password irreversible-cipher %NEWPASSWORD% Anyway I have changed the reset command set with the correct
Recently installed software list
Hi, If I click on the inventory in DC and then click inventory reports, and then recently installed software the report loads fine. However if I scroll down to the bottom of the page and click the right arrow to go to the next page, all it does is load a blank page and nothing else. If I change the amouint of records shown on the first page it does display more, but again as soon as I click on the right arrow again it loads just a blank page. I've tried multiple machines and browsers and it still
DEFECT: ADSelfService Plus SSL Tool does not accept multiple SAN names.
When using the SSL Tool to create a CSR I cannot enter multiple comma separated SAN names in the SAN Name input box. Doing so results in the error "SAN Name must start with a letter and end with a letter or digit. The remaining characters can be letters, digits, or hyphens." The SAN name input box should behave like log360's SSL tool and allow a comma separated list of SAN names, otherwise those of us who use internal CA's cannot add both servername.mydomain and servername to the certificate and
Creating a request - Paste Image in Description
When creating a new request Copying an image from an other software Pasting the image in the description of the request. The image appears in the Resolution section of the request instead of the Description section. Note: when Editing an existing request this behavior does not happen the image is in the Description. ME MSP Version : 9.4 Build 9421 Database : postgres
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