Backup Size Reduced
i have Service Desk Plus MSP Standard Edition version - Your Version : 9.0 Build 9009 Latest Version : 9.0 Build 9009 [Details] Database : postgres Today tool was crashed and i reinstalled on another system and restore my backup. everything seems working fine. backup size reduced drastically. before crash backup size - Part 1 - 52MB, Part 2 - 119 MB After restore Backup size - Part 1 - 53MB, Part 2 - 1 KB could you any help me, to find out the reason for the same. Thanks Anoop PS Mob - 9995822232
Time Taken to Resolve doesn't automatically calculate
I have a technician that whenever he adds a work log, the duration isn’t automatically calculating based on the Start Time and End Time. He sets “Is non-billable?” to Yes, and the “Time Taken to Resolve” stays 0. Even if he modifies the Start Time or End Time the duration will not calculate for him. All other technicians time is defaulting in for them and updates accordingly when the Start or End Time is updated. He is set-up the same as everyone else so we are confused on how to fix this. Appreciate
Site does not default in correctly
We have multiple accounts/sites set-up but we only have requesters assigned to one account/site at this time. We’ve ran into an issue two different times now where a requester goes to fill out a service request and the site field defaults to a site that they aren’t assigned to. When they go to submit their request, they get an error message “Requester does not exist”. We can’t figure out why a different site would default in for them that they aren’t assigned to. This seems to be sporadic and doesn’t
Repercussions to deleting a Technician
If I delete a Technician, because they are no longer part of the company - what will happen to the -closed- tickets assigned to him? Will they become unassigned? What's the best alternative, if so, for auditing purposes? Is it better to change them to Requester or would this have the same effect? Thanks.
Weird issues out of nowhere - Support Needed
Technicians are getting the following error when creating tickets: They choose the requester, whose associated to his site, and his information is autopopulated. No problem creating the ticket... But once the page refreshes and we're redirected to the created ticket the error quickly pops up and the Site field isnt populated - it says "Not associated to any Account". We verified the configuration of the Sites in Accounts and nothing has been changed, everything was working fine until today. Requesters
ADD Attachment API Rest using Powershell
Good day, Anyone have successfully achieve adding attachments using Rest API in a powershell script? Worked fine most of the operations i need, but this multipart/form-data request i havent cracked yet. What iam trying to achieve is automate a request-template, was able to download the file the user attached, and i need to attach the result back to the ticket.
E-mail Id(s) To Notify isn't auto poplulating for reqesters
As a technician, the "E-mail Id(s) To Notify" field on our incident and service request templates will automatically start populating with names of users that we have connected to our Active Directory. There is also the little button to "Search Requester List" that is available. However for requesters, neither of the two are available or happen and email addresses have to be manually entered. How can we fix this? The field is set to allow editing by the requester. Thanks, Tammy
AD User unable to log in after changing their AD Password
I have a user who changed their AD Password yesterday and this morning they are unable to log into MSP. User account or password is incorrect is the error. I checked their AD Password and it is not locked out .
ServiceDesk Plus - API - GET_REQUEST, Error when performing required operation.</
Hello, I’m using the GET_REQUEST operation to get information from requests. For about a month now this have been working fine. I specify the case number in the Uri and the Parameter of the body and get an output with all the information i need about the case. But today, on one single case, we are receiving an error back from the operation. <operation name="GET_REQUEST"><result><status>Failed</status><message>Error when performing required operation.</message></result></operation> Any case number
Can't See Scheduled Report
I created a scheduled report under a user that is no longer on the system. (We converted from LDAP to AD) How can I edit or view that scheduled report to make sure that it will still run? As a technician, I'd like to see all scheduled reports. Is that an option? Thanks, in advance! Tammy
Work Log Timer
Hello I apologize if this has been answered previously but I can't find anything when I search the forums and I don't see anything in the guides. I'm trying to determine what the Work Log Timer does within the Request module. It doesn't appear that the "Add to Worklog" button is functional? Also, I don't see where the time being tracked within the timer is segregated anywhere. I looked inside the Time Elapsed tab. The Technician Time Elapsed does not match the time that I have indicated using the
Unable to launch new install of SDP-MSP on new OS
Hi ME, I have just built a clean Windows 2012 R2 Standard VM and installed SDP-MSP with the MySQL database and when I try to run it I can't get past the splash screen and have the message '.\changeJRE.bat' is not recognized as an internal or external command, operable program or batch file. Note. This server is doing nothing else and has not been changed in any way since creation. Can you please help me get this POC up and running? Cheers, Chris.
AD user locked from SDP-MSP
Hello, I have a question. It happens on a regular basis that one of our users get's locked in SDP-MSP after a couple of failed login attempts. It happens when the user is locked in AD, but not always. When we unlock the user in AD, the user still can't log in SDP-MSP. How long does it take for SDP-MSP to synchronize with AD? Do you have a query we can use to check which users are locked? How can we unlock the user in SDP-MSP? I've seen queries to unlock administrator bad logins, but not for non-admin
Replies to messages do not contain the original subject line comments
We have come across an issue where when our technicians reply to tickets via the email function, the subject like does not contain the original subject. It only contains the request ID. This just recently happened. I have combed through settings and I do not see anything that would affect that. It is happening to all of our groups and not just one. When we forward a message, the original subject is placed into the new subject line just fine. We restarted the server and had no luck fixing this.
Possible security hole: REST API request without technician key
Hello, I discovered a possible security hole. You can get request information without a technician key. If you enter the following in a browser you'll see what I mean: http://itildemo.servicedeskplusmsp.com/sdpapi/request/233?format=json Regards, Kerim Berkeveld
LDAP integration Need to Disable Password Resets
We've integrated LDAP with Service Desk MSP and using FreeIPA to manage our accounts. The "Change Password" link under "Personalize" doesn't integrate back into LDAP/FreeIPA to actually change a user's password. Is there a way to disable the "Change Password" option so it isn't available? Also the "Forgot Password" link on the login page doesn't actually change the password for the user in LDAP/FreeIPA so we'd like to disable that link as well. Also, it appears that under the Self_service Portal
How to pass login details to Manageengine from a Portal
Hi, We have a new web portal we are using for our external customers to access various applications that we provide them. One of the applications I want them to access is Manageengine to allow them log a ticket, view etc etc. The user will be logging into this portal, is there any way we can have them pass these login details through to Manageengine without the need for them to re-login again? Is there an API that can do this or similar. Any help greatly appreciated. Joe.
Creating an issue via Rest API
Hey all, what fields are required when creating an issue via rest API to create an requester account, alongside with his/her's e-mail address, so SD+ would send automatic notification for a new request created? Best regards, Marcin
Can't delete sites and accounts for technicians
Hey again :) I am experiencing problems with changing accounts and sites for a technician. If once assigned, I cannot delete them - the application confirms successful change, but when I enter the technician's account again, everything is as it was. Best regards, Marcin
Moving an issue between account
Is there a possiblility to move an issue between different accounts? As of today I found only the option to move it between different groups withing an account, but a possibility to move it between accounts is vital for my implementation. Best regards, Marcin
Problem with e-mail notification when an issue is added to a group
Hey all, I've encountered a situation as follows: - account created in SD-MSP (X@X.X) - support group Y in the account created - business rule created (if sent to X@X.X, then place in support group Y) - when sent, group assigned correctly - notification rules - when issue created, notify technicians The problem is - I do not recieve notifications when an issue is created. When it's updated - it's okay. Now - I went into the group and checked the option notify a group of technicians when an issue
API Broken in Version 9.x (latest)
Hi, We just upgraded to ServiceDesk Plus (MSP Edition). The python code below worked just fine in 8.3. Build 8316 but now fails in 9.0 Build 9000. I'd love to understand what changed - import requests args = {'OPERATION_NAME': 'ADD_REQUEST', 'TECHNICIAN_KEY': 'MY_KEY', 'INPUT_DATA': """ <Operation> <Details> <requester>Test User</requester> <subject>Test Subject</subject> <description>Test Description</description> <requesttemplate>Incident</requesttemplate>
Disabling/Greying out the Category Field
Hello, We're having some dificulties with clients creating their own requests using our templates. Here's the situation: We've created multiple diferent templates, each with their own category, subcategory, and items. In each template the category is always chosen by default depending on which template is chosen. In each template we also have the field of "group" pre-defined depending on the template, and hidden to the user, for auto-assigning purposes... For example, we have a Hardware Service Catalog,
Translate "Is Non-Billable" Field
Hello, We found that the Brazilian Portugues translation of the field "Is Non-Billable?" is inverted it is supposed to be "Isto é não Faturável?" Because Like this, when you choose NO, fields that are used to input hours are shown, and if you choose YES, those fields DO NOT show. Can I translate it myself? Is there a file where I can edit this webpage? English Correctly: Brazilian Portuguese Incorrectly (Is Billable?): Thank you very much!
v8.2 - history disappeared from a ticket
Here is a problem I have never encountered before. I had closed a ticket for a customer and she could see the resolution in the history but then the history disappeared and it had disappeared when I went into the ticket as well. I re-opened the ticket and eventually for me the history re-appeared so I was able to email the details to the customer as she could still not see it. It is really weird as it comes and goes as in this snip. I am using Internet Explorer 11 and have cleared the cache
Help needed using cURL with REST API
Hello, Does anyone have experience using cURL (in Windows) with the REST API to create and edit requests? I've tried the following command to create a simple request: curl -d "TECHNICIAN_KEY=<key>&OPERATION_NAME=ADD_REQUEST&data={operation:{details:{subject:Blablabla}}}" http://URL/sdpapi/request ... I receive an error: <operation name="POST"><result><status>Failed</status><message>Mandatory element 'account' not found</message></result></operation> When i add an account I still get the same error:
Migrating mysql to mssql not working
Hello support, We are trying to migrate our SDP data from server 2003 mysql to server 2012 R2 mssql 2014 express. However I keep getting an error that an object cannot be found: Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%) java.sql.SQLException: Cannot find the object "OverviewData" because it does not exist or you do not have permissions. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.j ava:365) If I create
Text from 'Planning Tab' (Scope of Works) has disappeared
Text from 'Planning Tab' (Scope of Works) has disappeared , as per screenshot below, this isn't desktop related, it happens regardless of which desktop PC / browser we use
Multiple Approval Issue
Hi. I have an interesting issue with ServiceDesk. I have an approver who has denied an approval for a particular request but has now changed his view and would like me to resubmit the approval so that he can approve it. When I try to do this, the system allows me to fill in the approval submission form but, when I hit Send, the approval is not logged. If I send the approval to myself, it is logged fine - I can even delete it - but not to the approver who denied the original request. What is the
how can i change the organization name?
I installed Service Desk Plus MSP and the helpdesk emails all come from "My Inc Org - Support" and I can't for the life of me find where to fix it. Thanks
license expired. it shows invalid license when we tried to import license
Hi Support, we are running MSP ServiceDesk Plus 9002. It is a standard version. Now it is more than 30 days. We applied an license online and tried to import by "Bin\Run.bat". However it shows that error "invalid license". May we know how to resolve the issue? Thanks, Jack
upgrade from 8316 to 9001 to 9004
We completed our upgrade and ran into a few problems. Notifications that aren't enabled in the notification rules started being sent out. Specifically, notify requester when a request is assigned to a technician. We have never had this enabled but after the upgrade it began sending out these notifications for all accounts even though it was not checked. We fixed this by checking the box and saving it and then unchecking the box. It looks the parameter for requesttemplate had a name change in
Problem SDP MSP 9001 dont work Debian 8 - java.io.EOFException
Hi my SDP MSP dont work!! Please i need your help! S.O. Debian 8 SDP MSP Version 9001 /etc/init.d/servicedesk start Starting AdventNet ManageEngine ServiceDesk-Plus Log: /opt/ManageEngine/ServiceDeskPlus-MSP/server/default/log/serverout0.txt [%T]|[%D]|[%N]|[%L]|[%Th]|: %M| [09:50:46:740]|[03-26-2016]|[SYSOUT]|[INFO]|[8]|: scanner initialized| [09:50:46:748]|[03-26-2016]|[com.adventnet.j2ee.deployment.system.AdventNetServerImpl]|[INFO]|[8]|: AdventNet Server Implementation.| [09:50:46:749]|[03-26-2016]|[SYSOUT]|[INFO]|[8]|:
SLA escalation emails
Version 8.3 Build 8310 I have all my SLA defined and it marks when a ticket is overdue or without first response. The thing is that the escalation process is not being perform, I do not receive any notification. The SLAEscalationSchedule is set true. I know it can be configured to notify before or after the time is elapsed, but I don't know what else to check.
attach a file using Powershell
Hello. I want to attach a file by using Powershell to an existing task. I execute the script: $url = 'https://serversdp/sdpapi/request/42194/attachment?OPERATION_NAME=ADD_ATTACHMENT&TECHNICIAN_KEY=743534B0-FB42-45AC-8BC7-AC9D420FDD18' $fname = 'C:\temp\1.txt' Invoke-RestMethod -Uri $url -Method post -InFile $fname -ContentType "multipart/form-data" The Service Desk creates a record that the request is modified, but the file is not attached How Solve Problem? thanks!
Servicedesk MultiTech Proxy Server
Hi Service, Does any MultiTech Proxy Server in Servicedesk. Because my testing server be scanned a vulnerability. This is the vulnerability detail. The remote MultiTech Proxy Server has no password set for the 'supervisor' account. An attacker may log in the remote host and reconfigure it easily. Could you help me ? How can I setting this supervisor account or disable it. My servicedesk desk version is "7.5.0 Build 7513".
[SDP MSP 8316] Query report of Archived Requests
Hello ME Team, considering we cant export reports with the same fields in Active Requests from the Archive Requests, I would much appreciate if you could assist me with the following query report of Archive Requests. For the audit of the ISO20K and ISO27K we need to be able to obtain certain information, that we have on Active, but not on Archive requests like: Account Requester Request ID Customer ID Reference Subject Created Time Completed Time Time Elapsed Urgency Category Subcategory Item Group
[SDP MSP 8316] Strange behaviour in the notifications with the variable REQUEST LINK
Hello ME Team, I have this strange behaviour in the notifications with the variable REQUEST LINK, for some reason in the notification of a new ticket raised, in the request link now appears embed the reference of the login URL that we define in a new account process. Like this example: See the ...../mdm/.... reference? But in the same ticket, regarding the sla notification with the same variable, the login url reference is not visible, like this: Same ticket ID, same customer. Even more strange is
[SDP MSP 8216] How to configure different notifications for customers accounts
Hi ME Team, Need a litle clarification about how to configure different notifications for customers accounts. In all accounts I have: But for a specific account I want to remove the "ACKOWLEDGE REQUESTER....IS UPDATED", and i remove the option and save it like this: All is well, but when I return to the all accounts settings, I realize that this removed notification was also applied to all accounts: What am i missing or doing wrong? I realize that for the techcniciens notificationes the same thing
ServiceDeskPlus MSP v9.0 Build 9001 - Chrome 48.0.2564.116 m - Missing Flash Plugin
After upgrading to SDP MSP v9 Build 9001 and using Chrome 48.0.2564.116 m , I get an error message on the dashboard saying "Plugin is required to display all graphs on this page" with a "Install Missing Plugin" button. It appears the plugin issue is with the Flash plugin, which is built into Chrome and is enabled in my Chrome installation. The issue only seems to affect the Dashboard page. How do I resolve this?
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