ServiceDesk Plus MSP and CSS style
In ServiceDesk Plus - MSP 8.2 has a few problems with the display of pages. Below is a small part of these pages. Fix it please.
"Job Title" and "Department" in "New Incident" with non-English characters
Hi, In ServiceDesk Plus MSP not appear correctly field "Job Title" and "Department" when creating a "New Incident" if they contain non-English characters. Fix it please.
Single Sign Enabled but get login prompts for non SSO users
I am new to SDP MSP 8.2 and we are just about to release to our customers We have successfully got Active Directory single sign on working for one domain however I now find that when accessing http://servicdesk.acme.com/siteurl for another other accounts we have setup then a prompt dialog appears. If cancel is pressed then the correct service desk page is displayed and users can log in Is there a way to prevent this Thanks in advance
Mouseover actions, reply and assign menu not working since 8.2 upgrade
Hi, since upgrading to 8.2 the mouseover actions on the Reply, Actions and Assign menu not working correctly, the text appears to the top of the screen and cannot be selected. This appears to be an issue on all browsers I've tried, have cleared history and temp files, also tried compatibility mode.
Mail fetching - send email
Run into a problem, can't send emails from requests, can't send notifications. Mail fetching is running. I'm still be able to receive and fetch mail, but can't send. In Support - system log viewer, there's only one error: Exception while trying to send notification for Request ID : 843 Mail sending failed. what should I do?
SDP-MSP 8.2 - Lost ability to add attachment to Account
I just upgraded our SDP-MSP server to the latest 8.2 version, but have found that there is no longer a section in the Account setup to upload an attachment. The help card at the bottom of the screen says that it should still be there, and for accounts which had attachments previously, I can download the files from the list view, but I cannot see any way to upload or delete the attachments. Also within a request, on the Account Details tab, it no longer shows the attachments that were uploaded for
Change the mobile website to show more than 5 tickets
I went to browse the our SD+MSP 8.2 deployment on my cellphone and noticed that it automatically redirects to an http://<support site address>/MC address. If you access this site, it only shows 5 tickets at a time. Is there anywhere that this can be changed? I like the layout of the MC site, but it would be great if i can see more tickets than 5. Is this possible?
SD+ mobile device app for MSP?
I tried to use the mobile app for the MSP deployment and it doesn't seem to work. My question is the service desk plus app compatible with SD+MSP? Thanks!
Query to show Resolved Time.
Hi I am looking for a report that calculates the time taken from created date/time to resolved date/time by incident. This needs to take business hours into account. I am using SDP MSP 8.1 on a MSSQL backend. Thanks,
MSP can't upgrade from 8.1.0.6 to 8.2.0.1
am having problem upgrading from 8.1.0.6 to 8.2.0.1, at 98% it say un-installation not support......please i need help.
SDP-MSP 8.2 - Lost ability to add/edit Support Group Description
Hi After our upgrade to version 8.2 recently, we have lost the ability to add/edit any descriptions for Support Groups. We can see the description of existing ones created in 8.1, but when creating a new group, or editing an existing group, we can no longer see the description field. Can someone at ManageEngine let me know if this issue is a known one? and if so, how can we go about fixing it. Cheers Dale
java.lang.NullPointerException servlet api
Hello, We have a problem with the servlet api since the upgrade from 8106 to 8200 today. We receive an error on all actions: <operation> <operationstatus>Failure</operationstatus> <message> Exception during account updation : java.lang.NullPointerException </message> </operation> What could be the problem? I have restarted the server several times. We use the api for customer sync with our CRM, so it is important for us to work. Regards, Bastiaan Topper
SDPMSP v8.2
Hi Support, Any ETA when v8.2 will be release? Can you share whats new on 8.2? This information will be critical for us on deployment plan of SDPMSP Thanks,
Request Unintentionally Deleted...bug?
While looking at a Request this morning, I clicked the Edit button in the body of the request so I could change the Title... When I clicked Edit, it did not make the Title editable. So, I scrolled down and clicked the Cancel button... Then, when the screen refreshed, I clicked the Edit button in the menu bar... Nothing happened and I was back at the main listing of Requests. So, I entered the Request ID... so I could pull the request up again to Edit the title and voila... So, can someone tell
Get list of requests via API
Hi, My company has a custom ASP.NET portal where customers are currently able to view and manage their incidents in our CRM system. Now we are adding SD+ to the equasion, and we need to display its cases/requests in the same portal. The plan is to somehow map users between CRM and SD+, so that one login gains a user to all of his cases on CRM and SD+ via the portal site. For this to work, I need to be able to pull a list of a given contact's requests in SD+, perferably by requester ID, and preferably
Import sites from CSV
We just purchased Service Desk Plus MSP and we need to import sites to their coresponding accounts. We dont see the option and previous post in this forum states it possible from requesters import but it is not.
End User's Password Expires?
I got an email from a Technician this weekend saying he received a message that his password had expired: To my knowledge, there is no way to set an expiration time frame on a technician's account...any ideas how this might have happened? Thanks, Mike
Disable a Support Group
Hello, I've been asked to disable a support group, we do not want to delete it, We would like to have the closed tickets stay in this group. We would like to close the group so no one can make tickets for it from now on. How would you disable a support group?
Crystal Reports: Closed Tickets by Customer changes counts when adding Priority Grouping
Greetings all. New to the system and doing some Crystal Reports development and ran into an interesting situation. I first created a report to show closed tickets by Customer. This returned a count of tickets for each. I then joined the prioritydefinition table to further group the closed tickets for each customer by priority. When I ran the second report, the sum of tickets for the priorities was less than the "non-joined" report. I went through the report and validated some of the tickets
Can I create a Configurable Delete Role?
I want my users to be able to delete a task for a request but not the entire request itself...they have to go to an Admin to do that. Is this possible? Under the Role tab, in the Advanced Permission section there is a check box for "Deleting Request Task" but when I check that, it also checks the Delete checkbox on the Request line of the Access Permissions section. I don't know if this is intentional or if there is a bug and both check boxes accidentally got named the same thing....so, when you
Email command not working
Hi, I am having problems with the email command. I've tried many different things but can't get it to work. I am sending an email from my own email account. I am a Technician in the system with SDAdmin rigths and the email address I am sending from is the email address in my Technician account. These are the settings: This is the email I am sending: The SITE and ACCOUNT are valid. The ACCOUNT is actually the MSP Details Account. The System Log Messages are useless in terms of telling me what is happening.
Correct service account for ManageEngine ServiceDesk Plus - MSP
Hi, Every couple of weeks we are experiencing instability in our SDP instance. The end result is that the application becomes unusable and we need to restart the ManageEngine service. We get the following errors in the Windows event log: OpenSCManager failed - Access is denied. (0x5) and sometimes: There may be a configuration problem: please check the logs. However, I'm not sure if the error is related to the cause of the problem, or is a result of the system crashing. The service uses the 'Local
Problem in Initializing Postgres
While installing on ServiceDesk on 32 bit ubuntu 12.04 the installation halts with the following. Initialize the pgsql Problem in Initializing Postgres [OK]
SDP Notification: ERROR : Mail fetching process stopped
Product Name : ManageEngine ServiceDesk Plus - MSP Build No. : 7513 System Error Notification An error occured while processing email with subjectOfMail : Test messageid : <5D6B2FE8F9B0C1498B023B3454990AC496FA7D1F@arg-xchmb2-vm>. Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process. Any idea why this occurs.... the moment we restart the Fetching option in Mail Server settings it works for few minutes and then stops abruptly....
Add Request API assigning ticket to user, not requester
We are using the web based API to add a new ticket via a service login/account from another application, and we are passing what appears to be a valid requester ID and email address, but the API is assigning the ticket to the user login ID. A quick look at the logs shows the Requester information is coming across, but knowing how it determines which user to assign the ticket to is not posted in the log file. How do I force the ticket to be assigned to the requester and not the login that is creating
Request List is empty, by clicking the request received daywise from dashboard
Hi All, we are using SDP-MSP Build 8105. we encounter the issue as below. if we click the request received day-wise link dashboard, empty list is appearing. we are getting the NullPointerException for the same.
Work log in 8208 : Description does not wrap around a fixed width table
Hi All, While the 8208 release for SDPlus has resolved the work log issue, I noticed that long work log Descriptions don't wrap around a fixed width. Instead, they can extend across the page infinitely. In order to read, you will have to scroll across the page. I can guess that the Work Log tables are not set to a fixed width, which if it was, would force the description to go onto a new line regardless of whether a new line (enter) was used or not.
What is Sites ?
Hi Team , Could u please explain me about sites in Manage Engine Service Desk Plus - MSP editon??? Does sites means a custom portal in which users accounts are added ? Really confused please help me out ???? And please guide me how to customize portal for different users like .. ADMIN \ Customers\Helpdesk Staff\Product Support Team ??? One more thing , How edit the labels inside the portal ? If you give me the steps in details would be much appreciated :) I am getting very good response from your
Help Nedded :)
Hi MSP Team, I Just wana really thank you guys for this wonderful software Service plus -MSP edition . I started loving it very much . I need help from you guys !!! 1) I want to know how to customize tabs in different users ?? ie like i want the technicians to have different portal and customers have a different portal and the IT Staff have the different portal. 2)When i start creating users , all the users are able to view the admin tab and more or less they seem admin users ? 3)How to change the
Notification Error
Hi, Here is the Issue : I have disabled notification to be sent to all when a ticket is created & assigned to a Group, under the Notification Rules. Now i have gone into the Technician Groups and selected a specific group (Eg. DB group). I have enabled notification option there and selected the members for that group. This morning we see that along with their tickets they also got other tickets notification also, but it came with the subject and content of the same DB group. When you open the ticket
ManageEngine Service Desk Plus on Fedora Core 13
Hello, I am a IT Professional from a Small Company here in the Central US that offers Managed IT Services. We have been using a webhosted Solution (AutoTask) to run our Helpdesk for our Customers. But, recently with over 6000 Items that need to be added to our Configuration Item Database, we have ran into issue with having to pay someone to add them all to our database, or use a third-party macro program to add them. We are looking to move our Helpdesk to internal servers. I have been put in charge
SLA Flag does not show up
Hi, I'm using the SDP MSP vs 8102. It was observed today that none of the tickets in the request queue show any violation flag near the status column. But there are many tickets which have violated the Response SLA. It is not showing up with the orange circle symbol. There are many tickets where the First Response Note is not added but still the Violation symbol is not showing up. Also when we tried pulling the SLA violation report its was showing Zero violated tickets. Why could this happen ? Please
HTTPS and SSL support for Servicedesk Plus and Desktopcentral with star (*) certificate
Hi, I'm trying to find out if Manage Engine Servicedesk Plus MSP and Desktopcentral MSP work with star * certificate or does the certificate have to be exact? With star certificate I mean general certificate for my company, for example: *.mycompany.com and not the normal servicedesk.mycompany.com certificate
Changing Port
Hi, We have installed ServiceDesk Plus MSP on CentOS 6.4 and want to change the secure port from 8443 to 443. If I run the changeWebServerPort.sh as root, it changes the port "Web Server Port set as 443, Web Server configured to support HTTPS protocol", if I run it as the user who I had to install it as, I get "Port 443 occupied". Once I have rebooted, I cannot get on 443 at all, netstat reports nothing running on 443...quite odd
Pre-existing Godaddy SSL certificate installation...
Dear ME team, I have one certificate from GoDaddy with is used for multiple hostnames. I need to install this pre-existing certificate from Godaddy which is being used for our other servers like MS Exchange and etc for ServiceDesk+ MSP too. So i send a request to Godaddy to add our srvMSP.mydomain.com host name to the list of trusted host names and now I have got three certificates with .crt extension for tomcat with the names 1)gd_bundle.crt 2)gd_intermediate.crt and the third one 3) mydomain.crt.
LDAP authentication domain
I am running ServiceDesk Plus - MSP - 8104 and am noticing a weird behavior when importing users via LDAP and enabling LDAP authentication. I have enabled a LDAP server for an account and imported the users from the account. The user accounts import fine however they get imported with a domain called "com" The details I setup the LDAP account with are as follows Domain Controller = ldap://1.1.1.1:389 User Name = CN=Servicedesk LDAP,CN=Users,DC=company,DC=com,DC=au Base DN = DC=company,DC=com,DC=au
Preventive Maintenance
Hi, the PM it was working fine before, suddaly before 2 weeks it sppoted working? i tried to change the date and the time but nothing woke? could you please help. thanks.
Techncian Name while adding worklog
is it possible to show the technican name (loggedd in) while adding the new worklog? By default, it shows "admin" but I want to see the techncian name as by default. Thanks, Bala
Service Plans
I have just upgraded our installation to 8.1 and am looking at the Service Plan and Contract Billing sections. I created a test service plan to see how it works, but have found that I cannot modify the service plan once created. Is this by design? If so I am assuming that to modify it we need to create a new service plan and then apply that to the Account Contract Billing. Cheers Dale
Cannot delete request
We are running SD+ MSP and when running a report of all unassigned tickets, there is always a single ticket/request which always shows as not being assigned to a technician. The request cannot be viewed in any account or by using the all requests filter under the request tab. If we search for the ticket number in the "Go To --Request ID --" box at the top of the request screen, it goes to a new screen with the following message Request does not fall under your permitted scope. So you are not authorized
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