Visual editor won't work in Safari 13.1 - SDP MSP 10.5 10507
macOS Catalina Safari 13.1 SDP MSP 10.5 10507 Postgres (Windows) https://drive.google.com/file/d/1P9cx8kU_0h8dUTBLi44BHEyFHvGNTlSS/view?usp=drivesdk
Inlined images do not show up in e-mail
Hello, I have googled but not found any good answers but I guess this is a known bug. Your Version: 10.5 Build 10500 Database: postgres The issue is when we use a fixed solution with images the enduser do not get the images. If I send a email from sd+ with a image pasted into the message it works. The source code using the fixed solution: <img border=0 id="_x0000_i1025" src="/inline_tmp/WorkOrder/18684/1589184836872.png"> The source code using E-mail: <img src="cid:Image15892668230710" orig_width="500"
ServiceDesk Plus MSP -Changing site of requester to another account
Is it possible to change the site of a Requester in ServiceDesk Plus MSP? I get the drop-down box but it won't give me the sites of any other accounts.
API retrieve all tasks from ServiceDesk Plus MSP
Hi, I'm testing ServiceDesk Plus - MSP API. I need to get all tasks. I tried in two ways: -old API suggested by buit-in documentation: http://<servername>:<portnumber>/sdpapi/home/task with body {"operation": {"details": {"filter": "ALLTASKS"}}} - each time it showed to me default filter result (only task assigned to me) -API from ServiceDesk Plus http://<servername>:<portnumber>/api/v3/tasks with body {"list_info": {"row_count": "2" },"fields_required": ["id","title","description"]}
Web RDP not work
Hi, I have a client that to remote it by Web RDP. I set domain admin credential for this client. Before use Web RDP I tested this command and every things was okay. mstsc /v client1.company.local Now when I click on Web RDP show me this error: FAILURE :The user at the remote machine did not grant permission to take control over the machine. serveroutlog.txt [INFO]|[56]: Web Remote control server running status true| [INFO]|[56]: wsName : client1.company.local and port : 9000| [INFO]|[56]: Generated
Upgrade to service desk plus MSP
Hi, Can i upgrade my current service desk plus server to a MSP ? or can i copy the database from service desk plus to a service desk plus MSP server ? I am running an onprem server Thanks in advance, Yorick
Unable to restoredata. Incorrect Password to restore the backup files
Hi all, i need help on this. my company's server got crashed and we urgently need the data in the ManageEngine ServiceDesk. Luckily, we have the backup every month. Now, I attempted to install the MSP into my laptop and hopeful that I can retrieve the data as .xml or .xls. this is the steps i have done. 1. run restoredata.bat 2. select my backup database 3. the system prompt me for a password and I dont have one. Kindly assist on how I can continue. below screenshow is the outcome i have tried 'sdp123!'
Restoredata takes very long
Hi all, i was trying to restoredata from an existing backupdata file. The file size is just 21MB and it seems like taking years. Anyone has similar issues?
Manage Engine MSP Server Agent Installation Issue - Please Help!
Hi , I testing trial version of desktopcentral msp server. When i want install agent I'm getting some errors. Can you help me? Thank you,
UpdateManager.sh update_conf.xml missing
I am working on a fresh install of SDP MSP, the installer is version 9.0 so I have been running the updates to get to 10.5. After installing 9.4 build 9427 I am unable to update to version 10. [root@b1-sdp-01 bin]# ./UpdateManagernew.sh -c File not found exception java.io.FileNotFoundException: /opt/ManageEngine/ServiceDeskPlus-MSP/server/default/conf/update_conf.xml (No such file or directory) Exception while getting General Properties java.lang.NullPointerException at com.adventnet.tools.update.installer.UpdateManager.initLog(UpdateManager.java:2113)
Custom SLA
Hi we have a customer who has an SLA in their contract for incidents. The SLA is for a Proposed SLA. I can easily add a new choice to the Status field called Proposed SLA. Is there any way to create an SLA that I can report on based on this value in the Status field. I know many other Service Management products allow for custom SLA beyond the two included in MSP (Response and Resolution). Thanks
Add a link in a field
Hi I am trying to create a url link to another internal website. Is this possible? I tried just copying an address to a field. When I try to click on it I get this error message: about:blank#blocked
SDP MSP + ZohoBooks Integration
Hi, We have successfully integrated ZohoBooks and ServiceDesk MSP. When synxhronizing clients and requesters, ZohoBooks is the source and SDP is the destination. We were able to successfully add a new contact into ZB and saw a new account in SDP appear. However, when we add a new client contact to ZB that matches to an existing SDP MSP account and requester, we get the following error in the logs. com.manageengine.integrations.impl.MSPRequesterDataReceiver]|[INFO]|[8620]: accountname::::;null| com.manageengine.integrations.impl.MSPRequesterDataReceiver]|[WARNING]|[8620]:
Unable to remove duplicate 'Site' field from Default (or any) template
I am attempting to remove a duplicate 'Site' field from any of my incident templates. Neither 'site' field is giving me the little trash can icon to remove. I understand this is a default field and we do want to have one of these fields. However, because there are duplicates, any time I try to create a new template, it's throwing back an error indicating 'Duplicate fields present in the layout:site'. Any ideas on how to resolve this?
Unable to assing email request to any technicians
Hi I'm testing out the software and only last thing that I couldn't work it out is assinging ticket by email. I am unable to assing email ticket to any technicians and also administrator unable to pick up ticket as well. I kept gettin error "failure: assigning group/technician failed" Everything is working well, I can assign if ticket is log via web ( by requestor) or created by admin. Have anyone seen this issue before ? Have I missed anything when setting it up ? Any suggestion would be greatly
Cannot edit new color theme option
We just installed the new update and some of the feedback we got from our staff here is that the blue text in the requests tab would be better if it was black text. I can't find a way to edit this text. When I go into "Admin > General > Theme", I see there looks like there would be an option to change some colors, but the "Custom Color" radio bubble is grayed out and i cannot change the "default color". Also even if i could change the default color settings, i don't see an area to change the text
Ticket generated from an email was assigned automatically to a specific site/account.
In our SDP MSP, we have multiple tenants and we are using another platform to forward an email to SDP MSP to create tickets. However, these tickets are being automatically assigned to a specific site/account. Appreciate your help!
SLA's for Service Request
What is a good work around for the SLA difference between Incidents and Service Requests? We built all of our SLA's for incidents around the Priority of the request (which is determined via the prioirty matrix). This is great except for Service Requests as the SLAs there don't give you the option to look at values entered into the request. I thought business rules might work but there is no action to set SLA, Due by date/time or response date/time. Thanks in advance, Tammy
Cookie bug removes domain name at login
Hello, I've reported this a few years ago before, but the topic is gone and not resolved. So here is a new one, because the problem still exists. When a requester sends an email to our servicedesk, they receive a notification mail with an URL like http://servicedesk.[ourcompanyname].nl/[nameofcustomer]/WorkOrder.do?woMode=viewWO&woID=[ID], because their account Login URI is http://servicedesk.[ourcompanyname].nl/[nameofcustomer]. If one of our technicians is assigned to that ticket and clicks on
"Error when processing request" after import account from csv
Hi Team, Now I use SDP MSP. In Incident template, i have one called "New Incident". This template worked correct. This morning, I imported 100 accounts from csv with no error. And then, i go to Incident Template > click on "New Incident", the error notified as screenshot. Please help me to fix this issue.
Prevent Assignment to Techs on Leave
Is there a way to prevent a tech from being assigned a ticket when they are unavailable or to pop up a warning of some sort? We manually assign tickets (no auto assign).
Backup restore strategy is not well mantained and looks outdated
Dear SDP MSP Team I am challenged with setiing up two-systems landscape for PROD and DEV enviroments and fasing silly issues when trying to restore a backup on a second server There is an instruction I managed to lookup: https://servicedeskplusmsp.wiki.zoho.com/Instructions-to-build-a-test-instance-of-ServiceDeskPlus-MSP-application.html?pid=0 which is intended for Windows enviroment only meanwhile I am on Linux Ubuntu, but okay - I can use some imagination Then this instruction tells that the backup
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
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
Build 9415, can't change account of request anymore.
Hi, We updated to Build 9415 yesterday and today we noticed that we can no longer change the associated account for a request ticket. We used to do this through the edit option from the main Request view but it just turns up blank now when we try to change Site and so forth. It said in the 9415 readme that we can no longer bulk change but in this case it's a single ticket at a time and it still doesn't work. Is there a work around this or are we simply going about it in the wrong way? Best wishes,
Chrome cookie bug?
Hello, On a regular basis when our users want to login with Chrome they no longer can select which domain they want to logon to. All they see is local authentication. We discovered it's a cookie issue. So our advice is to delete the SDPMSP website cookie. Further investigating which cookie causes this problem, I discovered it's a cookie called cli: When we delete this cookie, the domain is selectable. Is this a known issue? Kind regards, Kerim Berkeveld
Constant font change in notifications
Is there a reason why we cannot set a default for the system? Notifications in the system are wildly inconsistent ranging from roboto to time new roman. If you set the font to arial it will randomly change between both roboto and times new roman.
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
Mail Server Settings Error
Hello, Anyone ever have this issue happen? Our fetching has been working fine since we launched a couple weeks ago, but yesterday around 11:30 AM (PST) we stopped getting emails coming in to open a request. Upon investigating troubleshooting options with ServiceDesk Support - when we go to save the mail settings (which have been the same since we launched and not since changed) we get the below error: Failure: Email settings save successfully. But error occured while trying to check connection with
Multiple sites departments with equal name
I tried to add 2 sites to an account and used default settings for departments. After creation I have 2 departments named "General" which are belong to different sites. Now I try to edit the first department with no changes and just click Save button with success. Then I try to edit the second department the same way but after I click Save button I got an error which says that the department with this name already exists. What's wrong with this? Moreover, can't sites have each their departments with
404 error when clicking on the Accounts tab.
Hello, I'm trying to add a new site ,but when I click on the Accounts tab and then +New I get the below error. Even If I click an Account to edit it gives a 404 error. Please advise.
Activate wrong archived requests
Hello, We have accidently archived requests with request status 'any status' instead of 'closed only'. I know there is no GUI option to restore them, so do you have SQL scripts to do this? Thanks in advance. By the way, we still have a backup copy of the database before we started the data archiving. Best regards, Kerim Berkeveld
Request catalog new incident paste screenshot bug
Hello, I've reproduced this bug at the MSP demo website http://itildemo.servicedeskplusmsp.com/ Make a random screenshot with the 'Print screen' button. If you go to request catalog / new inicident, you can paste the screenshot in de description. However, if you clear the description (CTRL-A + DELETE) and click Resolution below to open it, if you want to paste the screenshot in the description again it appears in the Resolution. Is this a bug or a feature? ;-P Beste regards, Kerim Berkeveld
Script to amend request subject not working properly - incorrect date format
Hi everyone, Hoping someone can help me. I have a script running that pulls information from the request details and adds them into the subject for my new starter request. The issue is, one of the fields i am pulling is a custom field for the employees start date, however when this pulls through it comes through as below: EMPLOYEE NAME: Daniel Walker START DATE: Mon May 27 2019 16:02:00 GMT+0100 (British Summer Time) DEPARTMENT: Service Desk The highlighted area is showing the full time and timezone
SLA for Service Catalog Request
Hi when our system was setup a few years back by a consultant he configured it so that we must create and assign a separate SLA for every customer site on every form. This is an administrative nightmare. I am working on updating all our SLA and am looking to simplify them. Pretty sure I need to change something in the Site setting but not sure what to change and what the impact will be. I attached one of our site settings screenshot below. Thanks
SDP MSP mail commands
Hello. I have the following scenario In our organization the techs will be sending the emails to open tickets for various account so they must be allowed as requesters on all the accounts in the system and allowed to assign the tickets to those accounts. Regardless of the account i need it to send a notification email of a new ticket to a list of techs along with one back to the requester if they are not on the tech list. From what i have seen i can only assign an account when #REQUESTER=guest#
Notification bell issue.
Hello, We have an issue with our notification bell. It does list the changes when clicked on, however it does not light up or display anything indicating that a change has been made. I looked at other articles for this issue and did run the following: select * from globalconfig where category like '%DYNAMICNOTIFICATIONS%' DYNAMICNOTIFICATIONS ISENABLED true To Enable/Disable Technician Space Port :443 NIO:8087 I saw a comment for SDP that there might be a cached extract file somewhere? What
Configuration of widget
Hello, I've created some Request status different from "Open" , "On Hold" etc.. Is it possible to make the widget that displays the current techinicians tickets who are "On Hold" or "Open" to present the requests on custom status?
Need Help With Incident Template > Field and Form Rules
Hi I would like to achieve the following. When someone emails manage engine a request is created, Manage Engine will look at the domain in the email address (in this example googlemail.com) then assign a custom field value "Brand" with "Google Mail" I have configured the following in Admin > Incident Template > Field & Form Rules which can be seen in the attachment. This is not working, For some reason "All Requesters" and "All Users" do not appear in the drop down, I believe to make this work
Issues logging on with the mobile AP
Hi We are having this issue with both Android and iOS devices: API Key is generated fot technicians SDP version 9.3 Build 9300
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