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
Setting up Chat feature.
Hello, We recently switched to HTTPS and now we are gearing up to use the chat feature. We are running into problems already. The technicians list is showing all techs offline. Their status is not green. There is no notification that a new chat has been received unless you reopen the chat window. Created a test requestor account and tried to intiate a chat but it did not show up on the technician side. It does show up in missed chats though. Server port 443 NIO port: 8081 We have confirmed both
Assigning more than one account to a technician - "User does not have sufficient privilege"
I created a technician to be able to logon the local authentication. I did not import him from any domain, I created him on the application. After editing the technician by assigning him to more than one account. I get the “ User does not have sufficient privilege error”. But if I assign only one account to the technician, it saves successfully Please assist. Attached is the error message
Work Log Fields Not Showing
Hello Team, We have a problem when we create some tickets, after we work on the case and we need to fill the work hours only one option is available. It does not happen to all tickets created and we don't know what is causing this behavior. I need all tickets to behave like this: Some cases appear like this: Thank you very much!
iOS App and LDAP authentification not work
Hi, Does not work authorization via LDAP while trying to log in through ServiceDesk Plus MSP for iOS, informs that the username or password is not correct, although if you go under the same user account via a browser, then everything is OK. Login and password specified are correct. Domain entered one that is registered in the Domain Name in the LDAP settings. At the same time if you enter the credentials of a local user "administrator" in iOS App, there is no problem. For LDAP account techncian
No Description Field on Change Template FAFR
Incorrect logo and No domain option when viewing SDP on a mobile browser
The logo of the SDP login page in mobile browser is showing an incorrect logo and there is no domain listed in the options (see screenshot):
SDP MSP Quickbooks intergration issue
Dear Support, I am facing an issue in integrating Quickbooks premier 2014 to MSP SDP Ver 9.4 I have installed all applications Quickbooks, QB web connector and SDP MSP in the same server. I have also enabled https for SDP. Please help me out in integrating the two applications.
Requesters from certain Accounts cannot log in
Hi, I am experiencing a peculiar problem with requesters and the possibility to log in. I have 2 different accounts (Account A and Account B). When a user from A tries to log in to SDP, SDP shows the error message "Wrong username or password" (I have checked, doubble checked and trippled checked the password, I am entering the correct). When a user from B tries to log in to SDP it works perfectly. Account A was set up prior to B. I have tried to create a new requester on A, but it still shows to
System Log Viewer: Error JOB_SCHEDULER MailNotificationJobExecutor
Any help on this? have few of this errors. additional information, TLS is disabled on outgoing mail, the email from sdp is whitelisted on exchange. System Log Viewer: Error JOB_SCHEDULER MailNotificationJobExecutor System JobExecutionFailure: jobId:1098806; ErrorMessage: java.util.concurrent.TimeoutException; JobInfoObject: {"errorInfo":[null],"jobId":[1098806],"jobInput":["{\"ENTITY_ID\":135372,\"NOTIFY_TYPE\":\"EmailCCUsers_ReqClosed\",\"LOGGED_IN_USER_ID\":28561,\"ENTITY_NAME\":\"WORKORDER\",\"NOTIFY_FROM\":\"WORKORDERUTIL\",\"LOGGED_IN_USER_CREDENTIAL_JSON\":{\"LOGIN_DOMAIN\":\"-\",\"LOGIN_NAME\":\"it-aia\"}}"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"moduleName":["MAIL_NOTIFICATION_JOB"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@14cbf82a"]}
Start Mail fletching automatic
hi, how can I start mail fletching automatic in MSP without having to go in menu et start it manually? Script? Thks
Increase log size limit
I would like to know if its possible to increase the size limit of the log (serverout), because I have high log rotation (every 30min aprox). Every time i would like to troubleshoot a problem, its always late to check the log...
Assigning Project Role to a technician - "User does not have sufficient privilege"
Hi, Not sure at what upgrade/release this started happening, but we can no longer assign 'Project Roles' to any technicians. We are currently running MSP 9.4 Build 9408. I have full SDAdmin privileges, but trying to assign a project role, we get the error "User does not have sufficient privilege". This worked perfectly before. Anyone else seen this issue?
Data migration from Version 9.3 Build 9308 to Version 9.4 Build 9417
Hello, I tried to to restore the backup data from Version 9.3 to Version 9.4. I followed these instructions: <<How do I restore backup data? The following instructions is to restore the backup data. Step 1: Launch the command prompt, go to [ServiceDesk Plus-Home]\bin directory, and run restoreData.bat. Choose the backup file with part no 1 and select OK. [ Screenshot ] NOTE: When you restore backup data, the existing data will be overwritten; the restore process is not incremental and will not add
comma (,) and line break (<br>) is always added on the Email Id(s) to Notify
comma (,) and line break (<br>) is always added on the Email Id(s) to Notify field. From my perspective, this is not a clean implementation - why did it pass QA?
Requester needs to create tickets under different sites
We have 3 sites built under our MSP Account. The default site and 2 other locations where our customers' equipment is located. Our support staff are set-up as requesters under the MSP account/default site via an AD connection. How can we set the system up so that our requesters can open tickets for all 3 sites? Currently when they log in they only have access to the default site in the Site drop-down, but obviously our customers are calling in with issues from all 3 sites. Thanks!
Multiple Email for SDP Communication
Hi, How to setup multiple email for SDP communication? Currently have successfully setup primary email id for SDP Communication, however there is new Template for new group to communicate. Please assist.
Server service not starting
Hi, I recently completed windows updates* and restarted the server that is hosting MSD. As soon as the server restarted, I noticed that the ManageEngineServiceDesk service would stop. I did some troubleshooting and determine that this may be a database issue. Please advice. * KB4340556 KB4338818 KB890830
Server service not starting
I just installed the standard version of Service Desk Plus MSP on a new install of windows 2016 standard. And I click the server icon and it says starting, then started. When I launch the MSP Web Client. I get This page cannot be displayed instead f the logon page. I have rebooted. Made sure I have all of the latest patches. But it will not run. I have 8GB of ram, plenty of storage space. I then created a another VM and installed it again and got the exact same results. I get no install errors. And
Service Catalog Get logged in user's account
I am currently trying to get the logged in user's account using this Field and Form rule script: var user_id = $CS.getLoggedInUserId(); jQuery.ajax({ type: 'GET', url: './sdpapi/admin/requester/' + user_id, cache: false, data: {'format':'json'}, success: function(user_data){ console.log("Account: " + user_data.operation.details[0].account); }, error: function(response){ throw response.responseText; } }); However, this will only work on technician side. If I want this to work on the requester
Service Desk Plus MSP- iphone App and LDAP support
Hi There, We're running Service Desk Plus version 9.3 Build 9305 The application server is in a DMZ. We're testing the mobile app on the iphone and it doesn't seem to work with LDAP. looking at past posts , it looks like LDAP wasnt supported for the mobile app. Is this still the case? Logging in with a local user works ok. LDAP auth works through the web page. Kind Regards, James.
Trial install & agent not working
I am trialling SDP MSP and am unable to get an agent to communicate with the server. I have installed the agent on a Windows machine and set the server ip & ports correctly. 8080 & 9000. I am able to access SDP on the IP ADD specified on port 8080 I am unsure of what to enter for the "Server Name" parameter so I tried the name of the client the agent was being installed on without success. If the server name is not the client how does SDP know which MSP client this agent refers to ? The agent installs
Sending E-Mail to a client with an Underscore ("_") in the address fails
I have two clients that have e-mail addresses that contain underscores in the e-mail address (First_Last@client.com). I can not send replies or ask questions to them in the service desk without the send failing. Cline's without an underscore in the e-mail address work just fine. I've tested this independent by setting up two free mail accounts through MSN and the Underscore address fails while the non-underscore address succeeds. It does not seem practical to ask a client to change their mail address
Worklogs showing html tags and titles are showing wrong formatting since 9303 to 9403 upgrade
Since upgrading to 9403 all of our old worklogs are showing line break html tags i.e. <br />. This doesn't seem to affect new worklogs added. Also, titles are being shown using HTML character codes: e.g. "Upgrade ManageEngine from 9303 -> 9404" now shows as "Upgrade ManageEngine from 9303 -> 9404". So the greater than character is being displayed as HTML character code. This wasn't the case before the upgrade.
Mysterious process blocking access
Once a day a mysterious process is blocking access to our SDP-MSP and I am unable to pinpoint in the logs what it is. Could I share the logs for an analysis? Thanks in advance
Installing SSL Certificate
Hello, Trying to follow these steps on the 9402 of Service Desk MSP: https://www.manageengine.com/products/service-desk-msp/help/adminguide/introduction/install-pfx.html However it seems that the following path does not exist: C:\ManageEngine\ServiceDesk\server\default\conf I have already completed the CSR on an IIS server and have the .PFX certificate available to import. Thanks
Is SQL 2016 Supported on Service Desk MSP?
As above, is SQL 2016 SP1 supported on the latest version Service Desk MSP?
9400 to 9402 upgrade Unable to load Disk Space related native library. exception in thread "thread-1"
When attempting to upgrade SDP MSP from 9400 to 9402, we received the error attached. as a summary, the error reads: Unable to load Disk Space related native library. Exception in thread "Thread-1" java.lang.UnsatisfiedLinkError: com.adventnet.tools.update.installer.DiskSpace.getFreeSpace(Ljava/lang/string;)J We also tried execstack -c <path>libDiskSpace.so
What is this error: "Allowance for this account has been consumed"?
We are getting this error message in one of the tickets. Has anyone encountered this before? How did you fix it? Resolution Tried: Tried moving ticket from one account to another > feature is no longer available in SDP MSP 9.3 Build 9308 Move requester to another account > ticket is not moved along with the requester
Set request field with a value from user addtional field
Hi i want to set a request field with at value that I have imported to a user additional field. Can I use a script like $CS.getValue?
Next Page