How to setup multi-tenancy in MSP ServiceDesk Plus MSP
Hi all, I have my ME ServiceDesk Plus MSP, but I am thinking of setting up multi-tenancy on my environment. I have spoken to Sales Manager Alan in Singapore WHO sadly wasnt any help at all. I will definitely choose another product next year.... Disappointed in the after sales support. I was wondering if anyone technically can help me out here.... Regards,
Searches don't show results after restore
After restoreData and reIndexData searches show no results, no matter what. New and edited do show. Build 9009, Win 10, Postgrel What must I do?
Reply emails not being sent
Hi, Not sure if we are the only people seeing this behaviour, but recently, there have been times when our technicians have replied to an email within ManageEngine, only to find the email never got sent. If they go back into the incident the email is nowhere to be seen. I got one of the technicians to demonstrate it to me the next time it happened and sure enough the email disappeared even though ManageEngine claimed to have sent it. This was in IE and I wasn't sure if it was an IE issue, so I got
New Request - Email Notification to external email
I am fairly new to using ServiceDesk Plus, my org has recently tasked me with figuring out this issue. It involves external email addresses whether it is a custom domain and/or public (gmail, hotmail, etc...). When a new request is sent via email the conversation log will show that the requester has been sent an email upon creation of a new request and they do receive an email showing their request was created;however, when a new request is put in manually (i.e. when customer calls in) they do not
Survey, HTTP error 500
Hi, when sending out a survey to a client/requester, the survey link will not work unless an /sd section is removed from the string. This error occurs in MSP v9.2 build 9202. Any suggestions? Regards, W.
HOW to include request attachment in notification,
Hi, I want to know HOW to include request attachment in notification, what i mean is when notification is sent to group after adding new request, this mail should include attachment attached to this request.
test email
Hi, how can i send test email from SDP-MSP? Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Sharing AD user accounts across multiple MSP Accounts
I have our SD MSP set-up with our Cloud team as the main MSP account (1 - HOST). We've set-up our AD and have everyone in as requesters and all is good. Now our IT department wants to come into our MSP application. We'd be using the same AD accounts but we want to set them up as a separate MSP Account (1 - IT) so we can split out the Service Catalog as well as incident & request templates. Under Window's Domain Scan, I edited our domain and set it to share with the "1 - IT" account. I then went
E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
I know this topic has been covered before but I'm at a dead end. New install of ServiceDesk MSP on AWS running on Ubuntu 14.4. I also have an iRedmail server running on AWS for email. I have been unable to add inbound mail using any mail protocols (IMAP, POP, POPS, Etc) using the external IP, AWS hostname, mail hostname, private IP address, etc.. I am able to telnet from within the AWS private network from the servicedesk host to the mail server as well as externally. All ports are open on the
Add Worklog Entry but not be able to edit requests
Is there a way to allow a technician to enter worklog entries into requests but NOT be able to edit requests? The particular user has SDGuest access. I've been playing with the roles to see if I can build a custom one but I can't give the ability to add worklog entries without giving the ability to edit requests. Thanks, Tammy
create a report with non-billable tickets
Hello everyone, i want to create a report whese all tickets/worklogs are shown which are marked as non-billable. can anyone tell me where i can find the "is non-billable" - marker in the reports-tab? Thanks for the help. Jason Kehl
Edit Reports Role
I'm trying to set a user up with a custom role to allow access to the modules EXCEPT admin. I've attached a screenshot of the role. When I log in as the user with this role they have access to view/run reports but they can not edit them. How do I give this access without adding the SDAdmin role? Thanks, Tammy
Missing preset group when I create a service request
Hi, I create a service template with preset group, but when I create a service request from this service template my preset group is missing. How can I fix it ?
Page Crashed with NullPointerException. Kindly contact System administrator.
Hi today morning on words we are facing a strange issue. Admin privileged users are not able to login to the system, but at the same time Requester and technicians who dosnt have the admin privilege are able to login to the system. Admin users are able to login to the mobile page. please find the error we are getting. Sorry, An Error Has Occured. An error has occured during the current request Message : Page Crashed with NullPointerException. Kindly contact System administrator. You can either :
Organization Invitation Email
How do I edit the Organization Invitation email wording that is send to the end user to join the organization?
Preventative Maintenance Task does not utilize Incident Template Task Dependencies
The issue we are having is that when the Preventative Maintenance task is set to run automatically the request generates with the correct task template, but the task dependencies do not appear. If I manually run the Preventative Maintenance task, the request generates with the correct task template, and we the task dependencies work. any ideas on why the task dependicies do not work when the preventative maintenance tasks are set to generate automatically?
Two or more Accounts in SDP MSP and one Active Directory
Hi, We have one Active Directory Domain and we have some Coworkers (another companies in our office who rent workplaces) which have user accounts in our AD Domain (for access to our service systems). In the SDP MSP is their AD user accounts must be mapped to a separate Account. But, I can't add domain to their Account, I get error message "FAILURE :Domain with the same name already. Please provide a different name." LDAP authentication\Local authentication we don't wont use, because we need map Requester
Thank you message
I've seen this around and curious if this would be a work around 1.Set automated close to 72hrs when marked resolved 2. Turn off incident reopened if end user replies check- Alert Notify Technician by email when there is a new reply from requester If incident marked resolved status will the tech still get the notification? Can a business rule be created if body contains "Thank you" close ticket on resolved incidents? This would mean it would auto close in 72hrs, allow the end user to close themselves,
Need a AIX Agent to collect Asset data
We are trying to create a AIX Unix extraction that will send server data to our ServiceDesk Plus server like we do for all Windows and Linux computers but have not been successful. Do you have a AIX agent in use that may have been created and or used that I can not find within SD? If you do not have an agent I need help to troubleshoot why it is not collecting data even though it seems like it did send it. This is where it's sending xml file: hostName="TXBMEFTWP01" portNo="8080" protocol="http"
Business Rules are not being applied to a custom Request Template
We have created a custom Request template. None of the business rules that we use work on requests submitted with this template. How can this issue be resolved?
Report: Template Change History
I am trying to write a report to pull specific history on requests (incidents & service). The detail I'm interested in is if the template was changed after the request was submitted. I can't seem to get the tables linked properly to gather that data. Here are the fields I'm interested in: Request ID Original Template Name used for creation of the request Template Name the technician changed it to Date the change occurred Request Category Request Sub-Category Your Version : 9.0 Build 9009 Database
version 9.2 Leave notification ERROR.
Hello Dears, in build 9009 this issue was fixed as i know. But now , have 9.2 version, and got same issue that was fixed before. Leave Added/Updated but the mail notification have failed. Need to notify the users manually. When canceling leave it says : A problem occurred while sending the mail notifications. Leave cancelling could not proceed. Please try again later. Please it is urgent, we are getting closer to choose this product, by testing it for 3 month allready, but again we got failure ,
ManageEngine ServiceDesk-PLUS: Restore Data backup failed
Hello, I have problem in restoring data backup when made a new fresh install at new Server with using version 8100. Is there any way to resolve this issue? Attached here is error copy from command: [root@localhost bin]# sh restoreData.sh ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows
Windows Domain Scan issue: Issue while starting domain discovery.
FAILURE :Issue while starting domain discovery. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. [09:29:11:318]|[11-22-2016]|[com.adventnet.servicedesk.asset.action.DomainScanAction]|[SEVERE]|[159]|: Issue while discovering the domains.|java.lang.NullPointerException at com.adventnet.servicedesk.utils.ServiceDeskUtil.getAdventNetErrorCode(ServiceDeskUtil.java:3816)
servicedesk msp application could not start
Dear Support Team, My Service Desk MSP is running on windows 2008 R2. Version is 9.x It has been running well for more than half year. Recently there is outage on our storage, and the application stops working. We then cleaned up the storage and now it has sufficient storage space. However, when we tried to start the application , the app was hanging in the the booting process. Then we tried to execute the run.bat, and there is error like below Could Not Find C:\ManageEngine\ServiceDeskPlus-MSP\bin\jndi.properties
Tickets Created With Email Commands - Requester Field Doesnt Pull Requester From AD - Strange Behaviour
Greetings, We have a system set up where emails generated by a form sends an email to our servicedesk plus implementation. The email is plain text. The tickets open just fine and the fields are populated, including the requester field. At first, we would receive emails upon each ticket created as the requesters are tied to our AD which includes email addresses. However, over time the requester fields continue to populate yet the requesters no longer receive emails and this happens: What you are seeing
Possible script?
I need to create some way to to send a email to someone other than the requester when a ticket has been resolved. This person would not be a technician
How do I remove a technician from the default technician list?
I have a few technicians who were originally set up in the default technician list. However, we no longer want them on that list and want to remove them. I've tried going into their profile and unchecking the Default Technician option and save but that didn't work. Is there a way of doing it without having to delete the technician account and recreating it?
Support group removed...but not really
Hello, When we delete an unused support group, it is still selectable when you create a new request. I've removed the associated group of all technicians, but that didn't work. I can see the group listed in de QueueDefinition and Ci tables. Is the information fetched from these tables when you assign a group? Can you please clarify this mystery? Thanks in advance :-) We use build 9009.
Client maintaining their own users?
Is it possible to allow our clients to maintain the requesters set-up within their Account/Site? This would including adding new requesters, modifiying and deleting them as well as performing password resets. The only way I see this working is with a servlet API using a technician login. Is that correct or are there other methods to accomplish this? Thanks, in advance! Tammy Your Version : 9.0 Build 9009 Database : mssql
Enable "Pass-through" Authentication - NTLM - Computer Account
Hi, I'm currently in process to configure SSO for service desk I created the computer account but i'm not sure what to configure in Password for computer account in AD? Anyone can help?
Tasks after upgrade to 9200 not listed for some users
Hi, Another issue we have discovered since upgrading to 9200 is that some users are unable to view Tasks within a request, which they always used to. However, this does not appear to affect all users. Any ideas on why this might be with the changes that have been made?
Issue with Auto Assigning Technicians
I'm attempting to auto assign technicians based on the category of the request. Scenario: 11 Technicians 8 in User Group A 3 in User Group B Group A & B also correlate to a category Once a category is selected, I'd like the load balance feature to auto assign to either a person in group A or B equally. During my testing, the auto assign would assign to anyone regardless of Group A or B/what category the request is in. Any ideas? Thanks!
Need help setting up ticket Queues / Buckets.
Hi All, HELP! We currently have the time to start setting up SDP for our users after two years of having SDP. Issue is we have 3 - 4 teams in IT In-house build application support In-house build application Admin In-house build application Training IT Helpdesk MIS Reporting Is there a way i can setup Queues or buckets where techs can pick up jobs? Thanks in advance for the great advice and tips.
SDP wont start - we are trying to evaluate if we want this product...not a good start
we have installed with all defaults on Win Server 2012 R2 App hangs on application layer starting. we have tried everything from different ports, server names, db types as well as uninstalling to take defaults. nothing works.
Mail Fetching from Exchange 2013
Hello, We are having periodic issues with ServiceDesk stopping its mail fetching. This happens almost every day around the same time period. We've checked our servers during this time and other clients have not lost connectivity. Here is a snippet from the log: [00:06:00:584]|[03-10-2015]|[com.adventnet.servicedesk.asset.task.ExportImportTask]|[INFO]|[20]|: Executing Export and Import task in thread : WorkerThread-Asset -0| [00:06:00:584]|[03-10-2015]|[com.adventnet.workengine.executor.internal.LocalWorkFlowExecutionHandler]|[INFO]|[20]|:
Attachments queries
1. When a change is linked to incidents- any attachments on the original incident cannot be viewed from linked incident - accessed via planning tab on change (no hyperlink to attachment as you would see for attachments in main change window) You have to come out of change window and open up original request to view attachment on incident linked to change is this expected behaviour and is this earmarked for change in any future build/Beta 9.2? Also we have had issues sending some attachments
Replying to an email thread appends all emails in the full mail history
Dear Team, We are facing an issue : when a new request is created (incoming mail) with many people in Cc, and the conversation extends by changing the people in Cc, the reply mails picks up email addresses of all people in the entire mail loop in that particular request. But, we might have changed the people in Cc in between, which gets ignored and appends the Cc with all the email addresses. Actually, the To/Cc field should take addresses to the thread to which we are replying only. Have anybody
Request type not visible for requester
We noticed that a requester cannot choose the 'Request Type' column to show at the overview, only technicians can see it. Is this a 'feature' or a bug? Thanks in advance
Service Level Agreement
Hi Support, 1. Need advise how to activate the SLA that have been deleted. 2. When create new same name SLA the system prompt failure message "SLA with same name already exists. Please provide a different value"
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