FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode.
Has anyone ever had this issue? We currently have a mailbox that is working in our production system but we would like to use a different approach to manage incidents and use a new e-mail account that was created. When ever I try to save the mail server settings for this mailbox, I get the following error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode. But if I use the POP protocol it works
Purchase request email replies
When using the option to send email to requester in the purchase request module, if the requester replies back, a new ticket is created. This is problematic and messy. Is this what is supposed to happen?
Field and Form rules not working when "Applies to All Users" is selected
After building Field and Form Rules to be applied to all users, it only executes when the user is a Technician. I built a few Field and Form rules to change the Group to a specific group when a certain value in a dropdown list is selected. An employee in the Firm reported rules not working consistently. I have narrowed down the issue to requests submitted by users that are Requesters. The rules work just fine when the user is a Technician. I was reading the forum and it looks like users have had
Disconnect child contract from parent contract?
One of my contracts is incorrectly listed with a parent contract. I went into the parent and see the child, but can't see a way to remove it -- no checkbox or menu option. I went into the child and don't see a way to disconnect it from the parent. Can someone out there give me the "how to" steps to do this? I tried in Internet Explorer 11 and Chrome. ServiceDesk is version 9.2 build 9229. Thank you.
Send to external emails from servicedesk webinterface
Hi ServiceDesk Support, I get the following notification, when I reply to a ticket from the webinterface. The message appears only, when an external email address is in TO or CC field. If there are only internal email senders it works correct. Isn't it possible to send emails to external addresses from the dashboard? Regards, Tobias Nikola
ServiceDesk 9.2 - does not work after latest service pack installation
Hi guys, I have applied the latest service pack on my 9.2 build. The service starts ok but I cannot browse to the web interface. Any troubleshooting tips? Regards, Tom
Fields needs for Change Update via API
Currently, the change update API request requires the start and end time to be passed through. Is this by design, as they are required fields on the POST request, and are not changing as a part of the update request, or is this a bug? Thank you in advance for your assistance Mike
ServiceDesk Plus 9241 Released
Dear Users, SDP 9241 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9241 SDF-38562 : Option to search POs using additional fields in global search. Issues Fixed in 9241 Work Stations SD-62547 : A site restricted technician can view other site's VM Hosts/VM Machines in their respective list views. SD-65306 : While importing assets/workstations through CSV, exception is thrown if the owner's login name
Drop email requests with no subject & inform sender
Hi Using a business rule I can auto close a request that arrives by email if hte subject line is blank (by the look of it), but the notification section of the business rule creation form only lets me choose from technicians. How do I notify the email sender if a business rule gets initiated when a request is submitted by email please? Many thanks
SLA Breaches: Report showing breaches against technician that breached and not technician that resolved the ticket
Hi all, I don't know if this has been answered by other in the forum or within the standard reporting, but I could not find it and thought to ask the questions. We are using SDPlus 9.2 Build 9238 and are trying to identify the correct report for measuring technicians KPIs. The problem we have is that when we run the standard reports to show SLA breached we see the following issue: Technician A opened the call. SLA breached while call was in this queue. Technician B then took over the call and resolved
Merge requests by same requester
It would be great if there was a filter option in the merge tool to show: Open request with same requester Pending requests with same requester All requests with same requester
Matrix report query change
Hi, I'm trying to put together a matrix report which gives dates along one axis and has requests grouped by first incident vs service request and then request status. The problem is that the field that dictates whether it's an incident or service request (the IS_CATALOG_TEMPLATE field in the database's WORKORDER table) doesn't seem to be in any of the drop-down lists. I would like to go in and edit the query behind the matrix report, but when you click on "show query" and then "open with query
Import Cost Center and GL Codes
Is there any way to import values for Cost Center and GL Code from our accounting system if I can get this information in a flat file?
Hide or Inactivate Contract Types?
How can you hide or inactivate old/unwanted contract types? Do not want to delete for Historical purposes, but don't want them to show anymore, so how can you remove as an option to select?
A report generation for this login is already running
Hello, Recently, multiple technicians reported the following error when trying to run a custom SDP report: Sorry, unable to execute the report, as a report generation for this login is already running. The technicians did not cancel a previously running report. We already tried the following: - deleting the report folder of the affected technicians on the SDP application server (\ManageEngine\ServiceDesk\reports) - increasing the maximum total number of simultaneous report users from 15 to 20 (SDP
Report of the Preventative Maintenance Tasks
I would like a report of the Preventative Maintenance tasks showing the task title (subject) and the schedule information. I am using SQL Server and running version 9.2 Build 9218
How to export tickets
Hello Team, We are planning to have a new setup of Manage engine service desk plus msp with latest version as the existing setup has some issues with Sites which was pulled from AD. Due to which we are not able to create business rules as we need . Hence we have decided to have a new set up in place and import the existing tickets back into the new setup. Let us know is there any other option to clean up the sites and create a new one. If not i would like to export the existing ticket database
Request: Embed videos in the solutions center
Hi all, Have read a few different topics regarding requests for an embed feature in the solutions centre, although it seems this has been in the road map for around 5 years now. Was this still something that is in progress?
Quick Actions for Requesters
How to enable "Quick Actions" for Requesters in SDP 9xxx ? In SDP 8xxx it is enable by default. http://odarchuk.com
Server Not Responding
Receive the following error from multiple people across the country in our organization...Sorry, server not reachable. Please check your internet connection or try after some time
User parameters in reports?
I'm new to ServiceDesk Plus. We're on Version 9.2 Build 9227, planning our deployment to our user base, eventually possibly on SQL Server. In looking at a number of the existing reports, I didn't see any reports utilizing run-time user parameters, nor did I see a way to add parameters when creating a custom report. Is it possible to set up parameters so users can be prompted to enter, say, a date range, or specific Request IDs, etc., at run-time? And if so, is there any documentation for setting
A nice Dashboard
The Dashboard tab of the On-Premise edition could use a lifting. The charts look rather old fashioned. Why not use the Google Charts API or a framework for nicer graphs? Antoine
Technician Auto Assign loses configuration
Dear all, We cannot pinpoint when, but from time to time, we lose people from the technician auto assign exclusion list. We add the technicians again, but after some time the issue reoccurs... We want only Service Desk Technicians to be auto assigned, so we have excluded all the other technicians. It seems the system only stores 40 exclusions, which is quite strange. Your Version : 9.2 Build 9227 Could you please advise? We are receiving this issue repeatedly.
Change Workflow Approval Process
I'm wondering if you would be available to assist me with creating a workflow approval process that would allow multiple approvers to sign off on a change control ticket such as: Ticket gets submitted goes to approver #1, approver #1 gives the ok then the process goes to approver number 2 for the ok, and so on to 3 and 4, before final approval is given. How can a process like this be setup within the change workflow feature?
Ghost Requests
Hi, It would be great if you implemented Ghost Requests...I used a system ages ago where a type of ticket "Ghosts" could be raised by administrators to test the rules around how tickets were managed. These were always invisible to normal users, reports, SLA's and only visible to the system and system admin but did help with making sure the rules you had in place for assignment, SLA etc. were being applied without impacting BAU tickets. Although we do alot of our tests in our test environment we still
Bulk Sms
hi how can i configure another bulk sms provided other than the 3 integrated in the system . Also if i get a api can i configure the other provider for notification to technical .
patch 9.2.40 - "Font Family" improvement is a nightmare...
I am referring to the below behaviour change and assume that you haven't tested this "improvement" properly. Now, it is almost impossible to differentiate regular (read request) and bold font (unread request). It is very, very annoying and makes the work more difficult. Font family used across the product has been changed to 'Roboto' for consistency. Any styles added / modified by customer's manually will be removed during this upgrade. Customers have to redo the modifications again after the upgrade.
Introduction of New Rich Text Editor in ServiceDesk Plus !
Dear All, We are planning to introduce the "New Rich Text Editor" in our product. We have taken up this feature because of the increasing no. of issues related to formatting when you access SDP with different browsers. New Rich Text Editor has the following features: 1. A new look and feel. 2. You'll experience faster loading of the page. 3. Wide range of fonts and font sizes available. 4. Font face and font size customization is available as per the users need. 5.
Problems with latest updates Layout of Request Module
Hi, We having issues with the layout of the system after the latest update 2938. A space occurs in the requests module where the "new incident" button is located. Please find attached a screenshot from our system as well as a screenshot from your demo system how it should look like. The deletion of the folder listed below did not solve the problem (and restart of application): server/default/tmp server/default/log applications/extracted We are running on Linux, and our license as below: Product Name
SNMP printer serial number
Hi, we have just rolled out a new fleet of Lexmark printers, SNMP works however it does not retrieve the printer serial number. I have added the following entry to the snmpconfigurations.xml file and restarted the service desk service with no luck. <snmpconfiguration devicetype="printer" Vendor="Lexmark" attribute="SerialNumber" oid=".1.3.6.1.4.1.641.6.2.3.1.5.1" /> I have tried variations of the above, changing the attribute to "SerialNo" and "ScannedSerialnumber" but these do not work either. the
Duplicate request
hi, is there any option to Duplicate request (Service Request) this feature available for incident only and we need it for service request also.SDP build No.9229 thnk you
SD+ integration with ELA
Hi, Is it possible to integrate ELA with SD+? if yes, how it works, can I open incidents from ELA for example? Thanks
Can't login in to Service Desk
We were trying out Service Desk Plus and for some reason it is now not allowing us to login. We still have the default password for administrator, but when we login in the page just flashes really quickly and then returns to the login with incorrect username or password. We are connected to MSSQL on another server and have this installed on Windows 2008 R2. There are no errors in the event viewer. Any Suggestions? thanks Wil
Per-User Notifications and Request Closing Rules per Support Group
Two requests I have are in the subject. It would be nice for us to have the ability to select what technicians get what notifications. "Alert Technician by e-mail when a request is assigned" - This would be nice to control which technician wants to get these notifications. Not everyone wants to be spammed with emails, yet some people would like to have these. Same goes with "Alert(or Notify) technician by e-mail when there is a new reply from the requester" - This would also be nice to control per
Provisioning tool error API 102
The app itself returns an error "Failed : API102: Error occured" and if I check the logs I can see there is a 500 internal server error being returned. We have 1000+ more users to migrate so they may log in and send requests through via Web Portal. 194 were migrated successfully. Please tell me why we cannot import more then roughly 200 and please upgrade the limit to allow the additional users. I found in another thread this answer: As discussed we have increased the requester login count from
9240 looks good!
Just updated from 9234, the font/size/bold looks much better, easier to read. Thanks for the update!
FAILURE :Database exception while discovering workstation. : Duplicate entry for key
FAILURE :Database exception while discovering workstation. : Duplicate entry for key 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. Currently this error is only happening to a single host. It is a VMware ESXi 5.5 Host all 5 other ESXi hosts scan properly.
CAB member doesn't have a Reccomend and Reject buttons
Hi We are in the process of setting Change management module up. We made an example with 2 CAB members, however one of the CAB members gets the Reccomend/Reject button while the other one doesn't. Do you have an idea what settings on the users we need to change in order to make it work?
Info on upgrading ServiceDesk - XP and Chrome49
Hi, I’m planning to upgrade from 9227 to 9240. We have some users that needs Windows XP for legacy apps, and I fear that I may encounter some problems letting them access ServiceDesk. (IE8 is no longer supported, so I ask them to use SDP with Chrome 49). Is there any problem so far with XP + Chrome49 with ServiceDesk Plus 9240? Thanks Marco
SSL with SHA2 Certificates
Hi, ServiceDesk supports SHA2 Certificates for SSL? Is there any walkthrough to set up a proper keystore with SHA2 Certificates? Thanks Marco
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