ServiceDesk+ for iPhone
I installed SDP iPhone App and it looks great when I connect to the demo site! My company is using SDP-MSP and I can't get it to connect to our server. Is this because SDP has been released with version 8.0, but SDP-MSP is still only version 7.6? When will SDP-MSP version 8 be released? We would really like to use the iPhone app! Thanks, Chris
Update contacts without creating duplicates
Greetings, We have multiple clients from multiple domains that we would like to be able to update weekly via a contact feed delivered by csv. I'm wondering what the best way to go about doing this is without creating duplicates while still being able to update phone numbers that change, titles, etc. Any assistance you could provide would be appreciated. Thanks!
Technician Group changing to Not Assigned
I have the SDP MSP version 8102. We have observed that after the Service Desk creates the ticket and assigns the ticket to a specific group, the request view shows that the Group is "-" (Not Assigned). The point to be noted is that the Group Field is a mandatory field in the request template. We are using the Default template for our Requests. Due to this all those tickets are not meeting the response SLA because the specific groups are not able to see these tickets in their request view. I have
Editing Replies
It is possible for our requestors to select Edit on a reply and amend it. Is this correct? Is there a way of preventing this? I have attached a screen shot of this Thank you
SDP MSP Reply Message Tool Buttons Don't Work
Hello, The company where I work is using SDP MSP Enterprise version 8003. We found that tool buttons under reply message for request (i.e. Bold character, spell check, insert link, insert picture) don't work, except Font Size and Font Type. If we click one of those buttons, there is nothing happened. We also tried in 8102 and it still shows the same issue.
Changing DomainID for a usetechnician correctly
Users having troubles with loggin in and technicians getting "NTLM failed" while trying to approve requests 1 User login - the story is a bit strange, we have 1 actual AD domain- let's name it "DOMAIN.COM". when i began to manage the SD server, there were already an SD-domain DOMAIN and DOMAIN.RU the main was DOMAIN. The DOMAIN is configured for the users and techs to log on(AD special PCaccount) and to import, the DOMAIN.COM - not configured at all. There was no trouble until the day i needed to
Understand support email in SDP MSP
I'm trying to implement SDP MSP in our organization, I'm using the latest version 8102. So we have a MSP service provider, let's call it - WG we have the site called - WG IT support email address in email server - support@wg.com I'm adding a new Client - Lada, with support email lada@wg.com that is an alias for support@wg.com this client has a general site - Lada Svoboda, and second site - Lada Rodnik So the test is, from my mail account, I'm creating a request and send it to lada@wg.com By design,
Attachment Downloads
Hello, When requestor attach files to the tickets and I go to download them, the system downloads them with the name of the service used to download them. For example: Attached file: Report.pdf Name when downloaded: FileDownload.jsp I can rename the file that was downloaded and use the pdf extension, and it opens just fine, but I shouldnt have to rename it, it should download with its proper name...
ServiceDesk MSP Enterprise : Same ticket running number for different site
Hi, Is it possible to have same sequence number for ticket at different site. Means that both site A and site B have ticket number starting 0001. Thanks.
Question on MSP Details E-Mail categorization 8.1
I am new to Managed Service Engine Plus (MSP) and I am currently configuring 8.1. Can you explain what purpose of the e-mail address is on the MSP Organization Details page under the email categorization section? My company did configure a previous version (7.6) and we were able to set the e-mail address to the same email address defined on the MSP Details - Mail Server Settings –Incoming page. For example both were set to reqs@xxx.com In version 8.1, it states that the address should not be
API : applying two UpdateRequester on the same requester failed
Hi, SDP 8122, CentOS 6.3. As said in the title, the first UpdateRequester shows : <operation><operationstatus>Success</operationstatus><message>Requester details has been updated</message></operation> when one attributes has to be updated. The same update (so, yes, the requester is already up to date) shows the following error : <operation><operationstatus>Failure</operationstatus><message>The logged in user dosen't have permission to add requester details</message></operation> I'm rather expecting
account blocked
How can I unblock an account that was blocked because of numerous failed password attemps by the user? Regards
Problem whit the mail
I have a problem whit the mail fetching in Service Desk. For a particular user the system have an error: "Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process." So when I see the logs: "Error processing email with subjectOfMail : and messageid : <E3D7A63B5DAD1F46AD9BC404606645E803421B6F@s >. SO STOPPING THE THREAD" Please helpme thanks
Unable to Save template
When editing a Incident template that I just created today I get the message unable to save template. What may cause this?
Securing Report Folders
Hi All, We are using SD-MSP for multiple clients and therefore require several reports which are client specific. What I am trying to do is to place these reports into seperate folder which can only be accessed from the specific client logon. Can this be done? Thanks Tony
Add Request API assigning ticket to wrong user
I replied to my Previous Trouble Ticket, but did not get a response. So, I am posting a second ticket here. Using the sample URL to input tickets from a separate application, the ManageEngine API is assigning the ticket to the requestor ID that has authenticated to the server, and is NOT assigning the ticket to the requestor as was implied in the previous ticket. We are using Active Directory LDAP, so there are no real manage engine users, only AD users. Not sure if that affects the ticket creation
Apply Certificate for Secure POP and IMAP
Solution: Download the file from the link given below and extract it to the Service DeskPlus-MSP Home directory. http://bonitas.zohocorp.com/servicedesk/11Mar2010/certgeneration.zip Run the Extracted batch file from the command prompt using the syntax given below. syntax:- gencert.bat (hostname):(port) eg:- cmd> gencert.bat sdpexchnage.com:995 You will receive an exception PKIX. On supplying the value 1, a file called jssecacerts is generated in the ServiceDesk Plus Home Directory. Copy the jssecacerts
Users Unable to Login to Site
"Unable to login. Please contact your system administrator. You are seeing this message because your username is not associated with any account, site or department." However, When I login in locally to the server I can login. Very strange.
Switch not authenticating
We just installed the software. All is working well, however I am having an issue getting the swtiches to authentcate when I add them to their apprpriate section. The switches are discovered as workstation, I then change them to switches. I am not able to get SSH or telnet to authenticate my credentials.?? I can http to the switch with no issue. Please help me get these poropelry configured. The switches are Cisco SLM 2024.
Add Requester - Additional fields as mandatory
Hi guys, We would like to know how to add as mandatory a requester additional field. We couldn´t do it from the Incident template because there isn´t possible to modify requester fields. We are using SD Plus MSP v 8.0 build 8003. Thanks in advance for any answer. Regards, Sebastian
use asset in sd+ behind isa 2006
Dears, I'm trying Service Desk and publish it using isa 2006 and i can connect to it successfully, but when i'm trying to scan using agent mode i can't. i notice that after download the agent to pc ;server ip "which appear in registry" is my internal ip not the published one i made another test and change sd+ ip to be real ip and everything working like a charm now my problem when i'm using it behind isa 2006 any ideas?
No Language selection in Personalization
Dear support, I khow that it is possible to change language in personalize, but when we install fresh installation for our customer of servicedesk MSP Professional, we cannot see personalize language box (see screenshot). What is wrong? How we can select language for our needs? We need russian interface for several users..
ManageEngine MSP Account dropdown lists
I have some of my users complaining that when they pull down the Accounts dropdown list that it stays the same size and does not open up so they can see the entire account name. I can reproduce it on XP w/ IE6&7 but NOT in Firefox and Safari. Can someone shed some light on how I can remediate this issue (other than telling them hot to use IE :))? Thanks \ejk
My technicians cannot log in!
In Admin > Windows Domain Scan, I have four domains set up. One is for the MSP account, the other three are for the regular accounts. Requesters can log in by navigating to http://servicedesk/site1, http://servicedesk/site2, http://servicedesk/site3, and only their respective domains appear in the "Log on to" box. But my technicians have no link to navigate to, and their domain does not appear int he "log on to" box at any of the above links, or http://servicedesk/. The only workaround I have found
SDP MSP Distributed asset scan
Hi, We have 2 problems/questions with the Asset Explorer remote probe feature. Our central SDP server doen't have access to the client site pc's and equipement. So we installed the Asset Explorer Remote probe on one of the client servers. We can now setup the central AE server and we have to select an site to which the scanned assets will be linked. Here starts problem/question 1. This customer have their servers centralized, so no servers on their sites. So the central AE remote probe has to scan
technician problem
hello i've a problem in the technician field, i create a technician and associate him to an account and a site then save this action. now when i go back i see that the technician is being associated to all accounts and all sites, so what can be the problem
Failed Upgrade MSSQL
I have created a copy of the service desk server so I can test the migration process from MySQL to MSSQL. We are running MESD Plus - MSP which currently runs MYSQL version 4.1.18. I have installed MSSQL Express 2008 R2 on a Server 2003 virtual. This all went fine and I followed the instructions from the How do I convert the database from MYSQL to MSSQL question from the following link: http://www.manageengine.com/products/service-desk-msp/faq-general-modules.html#database1 This all appeared to go
Enable Account Combo-Box when Editing Request
According to this: http://www.manageengine.com/products/service-desk-msp/faq.html#RequestHandling6 it cannot be done. How can we enable this to be able to move a request from one account to another?
Requesters being created under MSP Requesters
Hi We recently upgraded to SD+ MSP 7.6 and have noticed some changes which we don't know how to fix. In version 7513, we had a POP mailbox which had multiple aliases pointed to it for all our accounts. client1@ company.com --> servicedesk@company.com client2@ company.com --> servicedesk@company.com client3@ company.com --> servicedesk@company.com This worked fine for us, most clients would email their specific account email address, and for those who sent an email directly to the servicedesk@company.com
Responsiveness of SD via multiple browsers
Hi, The service desk software has always been slow to respond but it seems to have got worse after an update to Build 8002 2 weeks ago. This is for users using IE, Firefox and Chrome. Types of slow response are: Opening a request ~ 8 seconds Loading a list of requesters ~ 10 seconds Refreshing the screen when selecting a different view ~ 15 seconds The Service Desk runs on the following platform: VM Win2K3 3GB RAM 2 * Intel Xeon 2.5GHz CPU Mysql DB @ 500MB I have followed some of the steps in the
Merging Accounts, Sites, Requesters
How do I merge duplicate accounts and how do I merge duplicate sites accounts or requesters? Migrated from SupportCenter Plus to ServiceDeskPlus - MSP and this has been more work than anticipated. http://forums.manageengine.com/topic/merging-accounts http://forums.manageengine.com/topic/merging-requesters Thanks in advance, Rich
$RequestLink HTTPS
Hi all, After updating to SDP-MSP 8, the value of $RequestLink in emails sent confirming new requests has changed from "https" back to "http". I've tried updating this through the "Self-Service Portal Settings" but this has not changed it (this reports the URL should be https, but we still see http in the emails). How can I update $RequestLink in the "Notifications Rules"? Cheers Stuart
Requests won't recieve in SD
i'm working in it supporter company with 500 users;we use SDP. We have one problem in SD,when user from other site send request to sd,the requests don't show in Service Desk. We have to restart SD untill the request can be shown in sd. please help me how to solve my problem. thanx
Technician Groups
All, Something that is concerning me and I wonder if anyone has seen this before is that I have just applied a service pack to take us to version 8.0 build 8000 from version 7.6 build 7606. Everything looks OK however on the requests, both new and legacy, the technician groups are shown as the id rather than the name which was not the case before. When logging a request you can select the group name however once saved it displays as the id from the database. Anyone seen this before and if so
No Technician Groups in incident on SDP-MSP 8.0
Hi, I have just upgraded to SDP-MSP version 8 and have noticed that when creating a new incident that the Group dropdown contains no groups which means i am unable to log calls as it is a mandatory feild in my setup. This was working perfectly in version 7.606, can you please advise? Many thanks, Matt
ERROR message
FAILURE :Error while saving the Product details. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator I understand a hotfix was going to be released but i havnt found any information on it. Can anyone help?
Accounts and Categories
Hi people, I´ve defined Categories for all my accounts. All Categories are the same for all of them. However, if I tried to create a ticket using my technician profile, I have troubles to use Categories. It just appears if I choose "All accounts" in the drop-down of "Account", and I have to define the account and site in the drop-down of "Site". If I choose the account in the drop-down of "Account", no categories appear. Could you help me to solve it? Thanks in advance.
Remote Control
I can't find any documentation on how to configure remote control (of the desktop) to work. Of course, we're interested (and about to purchase, I hear) in this product so we can service all our clients from a central location if at all possible. From everything I've read, that's the purpose of the MSP. Having a remote control product is something that has interested us in your product. Could you please point me to the documentation on how to make this work? Additionally, I suspect the SDP-MSP
I can't start my service desk server
When i finished install SDP 8.1 on my laptop , it can started normally but when i restart my laptop I can't start my service desk server. It has error alert box like attachment below. Please advice.
I cannot see the contact additional field that i make in request template
Hi everybody. after adding a contact additional fields and according to that i import the contact list from a CSV file. in request template, i m not able to see the additional contact details. this information is needed to be printed in job sheet. Please check the below: The contact field is highlighted and locket i cannot modify on it. I appreciate your help.
Next Page