I am unable to locate the following features that ME announced in previous (recent) versiones of SDP MSP
Hi ME Team, I am unable to locate the following features that ME announced in previous (recent) versiones of SDP MSP, sucha as: What's new in ServiceDesk Plus - MSP 8301? MSPSDP-7288: 'Vendor' can be added as a column in Asset List view - when i look at the list of what i can add nothing like "vendor" is available to select. (see attached pic) What's new in ServiceDesk Plus - MSP 8302? MSPSDP-5280: Customizable dashboard: - where does exactly one can configure the dashboard? Currently i have installed
Admin/Techinician Password lost after restore backup
Hi, We have ServiceDesk Plus MSP last version. Always I try to do the restore backup, I lost my Admin and All Techinicians user and pass. I tried to restore the admin password on Postgree (https://forums.manageengine.com/topic/servicedesk-admin-password-reset), but I can't connect to the database to change the password. This is the error: So, I can not restore MSP and can not restore admin password. How I do to resolve this? I appreciate any help!
How i do to able Requester template to Edit?
Hi, Good Morning, I need to edit the Requester template, but it is unable to edit or create new custom fields. How I do to able "Drag & Drop Fields" to change this templates? Thanks
Delete Service Plan for an Account
Hello We've incorrectly set a Service Plan to an account. In order to remove, we made the Service plan expire, but, now all the requests from that account appears like strikethrough . We want this account to be without a Service Plan. How can we delete any associate Service Plan to an account? thanks
SLA creation and notification
what is the proper way to setup SLA levels? We're trying to get an SLA escalation / email should a request not get picked up in time or not get resolved within the correct time frame. We've tried sending both incidents and requests and neither seem to generate anything more that a notification onscreen of the violation. We need to get an email escalation once the SLA has been violated and move the ticket up to the next Tier for support to have it get started for resolution. our SLA looks like this:
logmein central comparison
does anyone know the similarities and differences between the logmein central remote control software and the Servicedeskplus MSP asset managment/remote control (NOT DESKTOPCENTRAL) features?
Outgoing mail
Syslog message Exception while trying to send notification for the request. The logs see notifications.... m.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1308) ... 31 more Caused by: javax.net.ssl.SSLException: java.lang.RuntimeException: Could not generate DH keypair at com.sun.net.ssl.internal.ssl.Alerts.getSSLException(Unknown Source) at com.sun.net.ssl.internal.ssl.SSLSocketImpl.fatal(Unknown Source) at com.sun.net.ssl.internal.ssl.SSLSocketImpl.fatal(Unknown
Dont find new feature released on SDP MSP 8.3 Build 8309
Hi All, in the new version you announced: "(...) What's new in ServiceDesk Plus - MSP 8309? Enhancements MSPSDP-3539 : Option to hide request history tab from requesters through Self Portal Settings. MSPSDP-6893 : Option to show all the assets present in an account to their Requesters through Self Portal Settings. (...)", but i cant find the 6893. I've looked in all Self Portal Settings and i couldn't located it. The only related item about it was the "Show workstations associated to requester in
Default Request Template options grey out
I previously edited my Default Request template and deleted the Sub category and item options. We are now implementing these in our template however they are greyed out and I don't have the option to add them. They are set on the Technician Template and the requester to view and edit are both selected. Is there a way to make a brand new Default Request Template or does anyone know how to edit this. Thanks
Multiple HTTPS Domains/Certificates
I have MSP setup with multiple HTTPS domains - e.g. https://support.abc.com & https://support.xyz.com. I have done a lot of searching, but I can only find instructions how to load 1 SSL certificate into the Keystore. Is it possible to load multiple certificates? Or do I need a multi-domain certificate? If it is possible, can anyone provide instructions on how to set it up? Thanks.
Error with login
Hello, I've service desk MSP for 200 user, and since two week, lot of user have a problem for the connection. The log is flood by : [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[26]|: generateNTLMV2Script HttpServletRequest--->https://servicedesk.victorbuckservices.com/DynamicNotification.do| [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[26]|: lurl--->DynamicNotification.do| [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.setup.util.SSOUtil]|[INFO]|[26]|:
Blank page after logging in remotely
Hi, I have installed ManageEngine Service Desk+ MSP v8.3 Build 8309 (serving on port 8080) on a MS Windows Server 2008 R2 Build 7601 Service Pack 1 server, using MS SQL Server 2014 as the database. This server is a stand alone server NOT part of a Windows Domain. Active Directory authentication has NOT been enabled, neither has LDAP authentication. All users must log in manually. When I remote desktop to the server in question I can log in and browse around the Service Desk application as normal
automatically close alerts from monitoring tools
i have a clients with different tools to monitoring and i like "integrated" or create automation rule when send email to create, and when is down and close when is send email the same device is up. i find a sample similar but is not good because need know namedevice Example https://www.opsgenie.com/docs/alert-creation/automatically-closing-alerts-with-emails thanks
Service Desk MSP service won't start
I have tried installing the server twice on brand new 2012R2 each time and each time it's the same. After the application layer loads it just starts with the dots and goes forever. Meanwhile if you view the service you see that it attempted to start but failed. Yes running the run.bat does get the server working but this is a work around. Before I put alot of energy into this I would like to know that it will work as a service as it is supposed to. (I previously tried the Service Desk Plus (non-MSP)
Mail Fetching STOPPED
Every now and then on our instance of Service Desk Plus MSP the mail fetching decides to stop and we need to manually go back in and restart it. This has happened a couple of times now and can mean tickets go unnoticed until someone realises the service has stopped.
Import Requests
I am running SDP Plus MSP version 8.3 build 8303 When I import Requests via a spreadsheet, it adds the requester again even though they are already in the database... How can I prevent this? Does it check to see if the requester already exists? and if so, what does it use to match against?
General slowness in basic operations
Hi ME Team, Id like to report you an issue of general slowness in SDP. Sometimes it gets son slow that its necessary to reboot it. From the tab support, i identified that regarding the "count number", it takes almos 1,5 minute to index the table "NotificationToDesc", which is a lot. Table Name Count Time Taken (ms) NotificationToDesc 310330 89500 Notification_Recipients 1330703 8016 Arc_Notify_Recipients 1739308 7282 Both SDP server and MSSQL server have 4Gbs RAM and are VM servers of 4 core duo
Account import - account additional fields
Good morning, I am working on importing Accounts into the system via a standard .CSV file. The file imports, generates the Accounts, as well as the default site name. Unfortunately, it will NOT import the 'Account additonal fields' that have been mapped. Each field is mapped for import, but are never included in the Account additional fields. It shows all records were imported, with no error message...but my 'additional' data is missing. Any ideas or suggestions would be greatly appreciated! Thanks,
I can't see client list
When I try to see client list, I get that error message: Error has ocurred during response. Please view the error window for more details. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: javax.servlet.jsp.JspException: com.adventnet.persistence.DataAccessException: Specified row <ACColumnConfiguration CONFIGNAME="RequesterView" COLUMNINDEX="null" COLUMNALIAS="FIRSTNAME"
I'm missing the "new project" button
I've logged into the demo Enterprise edition, as all 4 account options. The "new project" button, and the entry in the quick actions drop down are nowhere to be found. Make it tricky to evaluate the projects module!
ServiceDesk Randomly Stops Working
Our instance of ServiceDesk Plus MSP keeps randomly going down, the service desk isnt accessible via its URL and the only way to resolve the problem is to either shutdown the service and restart it or to restart the server it is running on. Can someone please help as this is becoming a recurring issue and something must obviously be wrong.
Why doesn't anyone approve new posts
My 4th post, after two weeks, no one has approved and submitted any.
Contract with this account has expired
We have one account that the tickets are all lined out and the subject appears above every ticket. I've been into the Contract Billing section of the Admin interface but there is not a Contract listed for this client. How do we fix this? Thanks, Steve
Is ServiceDesk MSP supported on Windows Server 2012?
I could not see Windows Server 2012 listed as a supported OS in the Admin guide.
Does the ServiceDesk MSP supports an upgrade from a mssql 2008 R2 database to a 2014 version?
Hi all, Does the ServiceDesk MSP supports an upgrade from a mssql 2008 R2 database to a 2014 version? Thx Miguel
High Availability solution issue
Hi SDP Team, In my company a High Availability solution is being studied for our SDP MSP Enterprise. I come across in your online kbase for the following solution published on http://kbase.servicedeskplusmsp.com/faq/admin/configuration/failover-configuration.html that explains the procedure to setup 'High Availability' for ServiceDesk Plus – MSP and how to switch to a standby server when the production server fails. Considering your solution and this document I have a few questions related to it,
Support for relationships between sites?
I have set up a multi-site account (5 sites) with switches and other assets at each site. MSP is not letting me add a relationship between switches if they are in different sites. I got around the problem by temporarily putting all the switches in the same site, creating the relationships, and move them back to the appropriate sites. The relationships DO stay, however this is a time wasting effort. Is there something I am missing or is this a bug? Thanks. edit: We are on 8.3 Build 8308
SDP 8.3 Build 8307 creating new requester even though one already exists
Came across an odd bug/error/something today. All of our requesters are imported from AD. I created a request via Quick Create. I typed in the users name and selected them. The account/site were filled in automatically as I tabbed down to the subject and description fields and filled in both. I then click Add More Details, selected a group, a priority and a category and clicked Submit request. The request was created and all seemed fine. A while later we got a call from the user wanting to know if
"Send notification to group technician(s)..." option in support groups doesn' save
"Send notification to group technician(s)..." option in support groups doesn' save. I set all 3 checkboxes in suppoort group. Fill string "Notify to" (choose technicians from list). Then press save button. System says me "SUCCESS :Group details updated successfully" . But in fact nothing saved. If i enter the defined group again - there is empty checkboxes. And notice not send also. And in notification rules if i choose checkboxes on group notification there's also no send emails with notification.
Maxed out asset licence count without showing assets
We recently increased our asset licence count to 550 and have used up slightly over 235 of these, however the "About" tab shows 546 licences have been used? Where did these licences go? Regards, Wayne
View Ticket
Hi all I'm new to this system and am having trouble with something. When clients write us an email, a ticket is logged in SDP MSP, and they get an automatic reply sent back saying "thanks for contacting us, we'll call you soon, your ticket number is xyz". At the end of this message there is a hyperlink to 'View Ticket', but right now the URL that loads when you click it isn't accessible unless your computer is in our office network. Our clients are all external so it's not working for any of them.
SDP Notifications Ignore Font Setting
Hi, I have all my notifications set using the Verdana font from the notification web editor. Format type is set to HTML. However, any content variable (ie. $Description, $Title, etc.) reverts to a Times New Roman font. The rest of the notification will pickup and use the verdana font correctly. It makes for an odd-looking notification. Any ideas on how I can fix this? Or why the font is not being applied correctly?
Business rules not working
Hello, I am unable to get business rules to notify via SMS or email. Earlier this week, I had 1 main rule that triggered notifications.This rule has been working for months without issues. I recently added another rule that would trigger a notification based on different criteria and since then none of the alerts will trigger. I have since removed all notifications from all rules and added new rules with very basic constraints and I am still not getting notifications. I have verified that mail functionality
Autologon non working
Hi, we need to integrate the SDPlus site on an existing portal for a customer, that wants autologon. I tried starting using the code at https://www.manageengine.com/products/service-desk-msp/faq-general-modules.html#customization2, but it doesn't work. I think it's because the HTML page doesn't offer the domain field. Am I wrong ? If so any idea how to fix it ? Simone
Support Group notifications
Hi, We are trying to use the function "Send notification to group technician(s) when a new request is added to this group ", it doesn't not work. However if we enable "Alert group members by e-mail when a new request is added to the group." in Notification rules we get an notification, but then on all support group, not just the group we want. Any suggestions? ATB Micael Åman
Business Rule based on "TO does not contain" doesn't work correctly
Hi, I have set a business rule to close request when support mail adress is not in the "TO" list, but only in the "CC" list. The implemented rule is: Criteria : "To does not contain" "support@ourcompany.com" This business rule work very well when the support adress is not in the "To" list, but when two or more mail adresses are in the recipient list, including our support , the rule is also executed. "does not contain" work like "is not equal to". Is it a malfunction of the software, or a incompehension
Update Requesters Site
There is any way to update all the requesters to a site? I want to associate all the requester to a specific site. Thanks.
My Open/On Hold Or Unassigned.
MSP 7600 I believe there should be a Custom View for Requests as per below. My Open/On Hold Or Unassigned. I have tried to create this as a Custom view the only problem is I can't make it public because there is not a selection available for "Logged in Technician" in the technician list, meaning the person currently viewing their list. Technician is None. Or Technician is Self. (Not specifically you but the Technician using this filter.) Thanks, Zodian
UnExpected error when updating project
Hi, I would like to update some information on one project, but after editing the project, and clicking on the "update" button with or even without any modification, I just receive an error message : UnExpected error occured. This error occures on each existing project, even on a new project created just now to check. How can I find the problem and solve it ? thanks for your help. Additional info : Service Desk Plus MSP 8.3 Build 8304 Same problem within Firefox and IE
Purchase module issues
Dear all we just started testing the Purchasing module on servicedesk, I am facing an issue with the requester {requested by} I only can add my name how I can solve this. Thank you
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