Update fails
When trying to apply the update 8.3.0.7 to a 8.3.0.6 Windows installation with Postgres it fails after a couple of minutes with the message: "Trying to start PostgresSQL server failed" Of course the service has been stopped as well as stopDB has been executed. All executed from elevated CMD-prompt. After that I'm able to start ServicedeskMSP service and everything works, but version is still 8.3.0.6 Any ideas why the update fails?
Support email address under Account does not work on replies
A requester can SEND to this address, but the replies (from MSP) are always from the address configured in mail server settings. I honestly don't know why, as a simple design matter, you didn't just create multiple "mail servers"{ for MSP. It would be SO MUCH EASIER to simply create a one-to-one email account relationship with the Exchange server and simply link that to an account. Oh well, back to my problem. 1.) I have an Exchange (2010) account, abc@mycompany.com, this is the account used
API
Hello, I will use API to generate a FIELD archive to fill. I need the Adress of Local. I am using the sample: http://www.manageengine.com/products/service-desk/help/adminguide/api/api-docs/admin_api_getrequest.html A programmer will generate the layout in HTML for printer. But I need the local account adress, city and state.
Error Importing Requesters
I am attempting to import approximately 1000 requesters. When the import completes the system only imports about 600 entries and rejects 400 entries. When I look at the "Failed CI List with Errors" it lists an error for many of the records as "Null". I cannot determine what field the system is talking about, the rejected records look fine to me. I can send the actual import files if needed for further examination
Android MSP App crashes when choosing Tech or Site
When creating a new request through the Android App I'm not able to choose a Requester, nor a Site. The App just stops and restarts. In the normal Servicedesk Plus MSP portal it works fine. Is there some settings I've missed for the App? BTW: What I want to accomplish here is to be able to create a new SR through the App as well as a new requester if not found among the existing requesters.
Notifications for technicians when updating request with Worklog, tasks, notes, outgoing mail, updating worklog, updating task etc.
Hi, why does not notification rules > “Send notification to technician(s) when request in this group is updated” include the following type of updates: · Adding note · Adding worklog · Adding task · Outgoing mail · Updating worklog · Updating task · Status resolved The only notifications that are sent out to the technicians in the group selected, are changes being made within the request detail fields. (Example: Impact, urgency, status:
Connect Domino LDAP to ManageEngine Service Desk Plus
Hi Guys I already integrated Domino Mail to the ManageEngine Service Desk Plus the only task left is enable LDAP authentication from Domino. Can anyone share me some lights to what are parameters i need to fill in to make it works ex LDAP server type etc. Wishing for you fast response guys
Can not choose account in "MSP Service Level Agreement"
Hi, As the heading says, I can not choose account to set SLA. I'm logged in as "administrator", but i can only see one account (i have 4). The help section states: To add a new SLA, select the account from the account combo box and site from the Service Level Agreement for combo box. Click Add New SLA link on the right hand side corner of the SLA List table. Note: The administrator has the privilege to set the SLA for all the sites, whereas the SDAccountAdmin and SDSiteAdmin can view and set the
Cant access Servicedesk from computers
Hi, I've installed ServiceDesk Plus MSP for evaluation for our business. I've chosen Postgre as the DB and port 8080. The server is a Windows 2012 running IIS and other applications aswell. On the Server I'm able to browse http://localhos:8080 but on the clients I'm not Of course I'm using http://[servername]:8080 or http://[ip]:8080 from the clients, aswell as tried different browsers. I can access other resources on :8080 on other hosts. I've so far tried to disabling the Firewall. There is no
Business Rule link back to ticket is broken URL
Greetings! I have created a Business Rule that puts a ticket into an "Unassigned" group if it does not contain any of of our special keywords in the email that assign it to our appropriate groups. It also notifies me and one other head technician that this happens. The template for the notification email is as follows: A ticket has been opened and the name of the school was removed. Please assign this ticket to the appropriate group & technician. Also, please advise $RequesterMail that they
Asset scan issue
I am running a windows asset scan on our domain. It will work fine for a few days. I have it set to add to a site called all assets. After a few days, it will start scanning items ans placing them in no site, and say they failed. They say they are in store, but when I click In store, see attached error. Any ideas? Running 8304
Change Bind IP form SDP MSP on Centos 6.5
Hi I want to change the bind ip for ServiceDeskPlus MSP running on Centos 6.5 The service is started by running "service servicedesk start" I will appreciate your help.
Account Email Address Cached
We have several accounts set up within the service desk, the one that is currently active was set up with a dummy email address until it was agreed upon what it would be. Now the email address has been changed for the account and everything is working fine except for some reason when a technician replies to a request it is attempting to send from the original Account email address and not the updated one, because this email address no longer exists it is then defaulting to the main Mail Server email
ServiceDeskPlus-MSP 8302 Upgrade Issue
Hi ServiceDeskPlus-MSP Users, In certain scenario's after applying the recent build (8302) when you login to the application, the home page will appear blank. Kindly follow the below mentioned steps to fix the issue : Step 1 : Navigate to the below mentioned path and take a backup of the existing 'SDJSPClasses.Jar' file. ManageEngine\ServiceDeskPlusMSP\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF\lib Step 2 : Fix for the same is available
Methodology Incident vs Problem
Hello, I need a idea or a suggestion for my system of open incident vs problems. Today, all is open as incident. We don't use problems. My question is: If I will use a problem interface, I will close the incident in same day or wait the problem solved for close incident? Today, the incident remains for days,weeks and months, to be solved. But it hinders the contractual billing, because I only billing incidents closed. Sorry for my english.
new requests from my techs go in as unassigned account
Basically sometimes I will get an email from a client or anywhere, and then forward it to our support email address which goes into SD Plus MSP. That creates a request, but assigns it to our own MSP account. It is then painful to change the account to the correct client, as per http://helpdesk.manageengine.com/sd/AddSolution.sd?solID=138301 So I just want it so that when I or one of my own techs emails into SD Plus MSP it creates a request with no account assigned, and we can then more easily assign
Technicians list emtpy in some cases and other questions
I am finding that when I create a new incident the technician list is populated ok initially, and if I choose an existing requester it is ok, but if I type in a new requester name (I'd then have it auto add when I submit the request) it wipes the technician list and I can't choose anything. I have to add the requester first, or I have to create the request and afterwards assign to a tech. It happens in any template (and I've only customised the default template, but it has all fields on it still)
iOS Push notifications
New build 8300 is supporting push notifications, and so ios app do. But no one knows how can we configure sdp msp to send this notifications. By default it doesn't send it... Can you help me? in iOS I can't open notifications settings - I tap it, nothing happens.
restore backup
Hi, I have Service Desk Plus - MSP v.8.2 Build 8211 on production VM server running on Win 2008 R2 Std server. I've created a test environment on another serve with the same OS and I install download Service desk plus - MSP from ME website cuz I don't have the old setup file. So new version of SDP - MSP on my terst server.. Now I want to restore production server backup (v.8.2) to my test server (9.0). I went through normal steps of restore but it it wasn't give me successful message and no data
Debugging E-Mail Parsing?
Hi everyone! Is there any way to determine on which field e-mail parsing fails? Example: In the system log viewer I find: Error in parsing email. | MAIL_FETCHING | Error Probable cause: Exception [ java.lang.NullPointerException ] occurred while parsing email with message id : <7141c14b2f514b83958b80e1aaa2ba34@> , subject : .... Going to process email in normal mode In the serveroutX.txt I find: [10:47:53:436]|[10-21-2014]|[com.adventnet.servicedesk.utils.WOTemplateUtil]|[SEVERE]|[24]|: Exception
How to upgrade database?
I've got troubles with production instance of SDP MSP. It's still running on mysql, but, for a year of runnig, we've restore it once from new install. Right now I run into a performance problem. My server freeze, java uses 100% of processor time and almost all 4GB memory. I can't update 8211 to 8300, because of freezes. I'm looking to reinstall SDP MSP on a new server, but it use mysql database. New install of SDP MSP uses MSSQL or postgr sql. How can I restore my backup to a new server? I want not
How to move a request from one account to another?
Hi, One of my technicians accidentally created a new requester under the incorrect account. I have since changed the requester's details to reflect their correct account, HOWEVER, the request raised shows up on the wrong customers account. How do I change this? Thanks, Umut
Scanned printer shows up as wrong model (RICOH Aficio MP C6000 vs actual MP C5503)
Hey all, A RICOH MP C5503 we have was scanned in by SDP-MSP as a RICOH Aficio MP C6000. I was curious if anyone has run into a similar situation? If so, did you resolve it by manually creating the appropriate model and assigning it? Is this an issue on SDP's side or some strange identifying info on the RICOH itself? Everywhere I look on the printer's web GUI the model is identified as an MP C5503. Thanks
'Account is being used by a module - hence unable to delete'
Hi, I'm trying to delete two accounts we no longer use but keep receiving the message above. The sites that are attached to them are the same name as the accounts and I am unable to delete those either as the message is ' cannot delete all the sites in an account. An account should have at east one site associated with it' Can anyone help please? Thanks Robyn Service Desk Manager Optimation Group +64 4 470 5856
Notifications not sent when requester email address contains "noreply"?
Are notifications to technicians not being sent when the requester's email address contains "noreply" or other key words? We have notifications enabled e.g. for new requests and added reponses. These notifications work well except for one account where the requester (in fact: a connected system) is sending its emails from "noreply". We do not get notifications for those events. Other requester's in that same account work well. Thank you in advance (SDP MSP 8.2 Build 8211 Standard Edition on Windows
Default Deaprtments
Hello If I am under the admin tab/Account details and departments and I saw there were some departments there under default settings. I tried to change/add to this, and the only thing I see on the form above it is a save and cancel button. I do not see the department form like under a single site. Is this normal or an error? I have tried 3 browsers. Running Servicedesk MSP Build 8211 Thanks! John Cesarz
New Servicepack (Build 8300)
Hi, I'm trying to download new servicepack build 8300 on this page http://www.manageengine.com/products/service-desk-msp/service-packs-hotfix.html, but get the message "Page not found". Fix it please.
asset agent download not work?
Hi, I'm evaluating ServiceDesk Plus MSP, intalled on top of Linux machine. From what I understand so far, there is no way to add an asset manually. in section "Asset Management - Agent Settings" I saw agent download button. But for some reason it didn't work or probably i missed something in configuration which preventing me from download the agent? Please advise
Notify requester when a request is assigned to a technician.
Need new notification "Notify requester when a request is assigned to a technician" If I select "notify requester after request update is made" every time I made a change in request (my tech are using quick update option in request - see img) - every time notification is send. Requesters gets angry ;)) plz help! http://imageshack.com/a/img537/2556/Wy1yxo.png
Deletion of Support Groups
Please follow the instructions below to check what could still be hindering the deletion of the Groups: 1.) Execute the below query to find the exact Group Id of the Group that you want to delete: select qd.queuename"Group Name",qd.queueid"Group ID",sd.name"Site Name" from queuedefinition qd left join sdorganization sd on sd.org_id=qd.siteid order by 3 2.) Replace the Group ID(where it is highlighted) in the below query to find the associations for the Group to the Tasks: select td.taskid"Task ID",td.title"Task
2 chart in the dashboard not show the correct informaiton.
Hi: 2 of the bar chart was not showing the correct information. I try check the browser access log, not query was blocked. I also check the WAF, not traffic was blocked. What else i can check? I got 7 Open ticket and some other tickets were closed. But it do not reflected in the bar chart. thanks.
Bugs service request approval?
the requester is able to approval his own request? IS temp3 is not set as service approval.
Changing the Email fetching settings
Hi All: My Company IS policy was not allow to use pop(s) or imap(s) to fetch the email. Any third party solution I can have the same feature on this? (auto fetch email) thanks.
Can't generate an SSL certificate
Trying to generate an SSL certificate to use POPS or IMAPS, but can't error is C:\ManageEngine\ServiceDeskPlus-MSP>jre\bin\java -cp lib\cert.jar InstallCert sd.delaem-dela.com:80 Loading KeyStore C:\ManageEngine\ServiceDeskPlus-MSP\jre\lib\security\cacerts... Opening connection to sd.delaem-dela.com:80... Starting SSL handshake... Exception in thread "main" java.net.SocketTimeoutException: Read timed out at java.net.SocketInputStream.socketRead0(Native Method) at java.net.SocketInputStream.read(Unknown
Technitian rights not work after update
Hi! After update 82.11 technician sees ALL sites, ALL accounts and ALL requests, and not just the. Please help
SNMP
Running SDP MSP Professional 8211 If the asset discovery will not find/scan an object but the Manageengine MIB browser will, is there anything I can do to make that work?
Application Layer hanging
I have reads the posts, to no avail. I have tried to re-install on 3 different clean 20123 servers. Each time, when I get to startsdp.bat, it hangs on the application layer. The logs seem to indicate request scheme is http an then stop at around 89 percent in that section. I am using stock settings, and the run.bat says I should be able to connect but I cannot. Any ideas? Using 8211 SDP MSP Pro build.
LDAP authentication error, incorrectly identifying duplicate when none exists
HI, We're trailing the free version of Service Desk Plus MSP, we've had an issue where we get the following message while adding LDAP authentication to an account Domain Controller with same name already exists. Please provide a different value. After double and triple checking, there absolutely isn't another domain controller with the duplicate settings in the list of all accounts on the LDAP settings page. Any suggestions on how to resolve this? The account is question was deleted and re-added
Changing the Email fetching settings
Hi, I am not willing to allow automatic logging of new incidents against every email being received as not all of them are related to incident reporting.For example if a Customer sends a query...SDP logs it as an incident and assigns to some account. The automatic incident logging feature is great but I don't want a situation where hundreds of tickets get logged against every email. how to control the behavior of the mail fetching feature?
Subcategories and items cannot be displayed in the request form
I have 3 categories and they are all with their respective sub categories and items. When I create a new ticket, I can select the categories but when I go to sub categories, I am not able to see those sub categories that I have defined earlier. Why is this happening? I have just purchased the 5 user license for standard. Previously in the trial version I was able to select the sub categories and items. Please help urgently
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