Exchange 2010 Mail Settings
I am unable to setup Service Desk Plus with an email on exchange 2010 everytime i try to edit the settings i get this. FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I was told by a support rep. that manage engine doesn't support exchange 2010, and had no estimated date that they would support 2010. Surely there is some way to make it work... please any help would be appreciated.
SDP admin is unable to view all scheduled reports created by various technicians
Guys, this is confusing that the SDP admin cannot see all scheduled reports regardless who has created them. It is causing various system maintanance issues, SDP admin cannot delete or change those reports if e.g. they are targeted to wrong recipients. Please work on this ASAP. /Mar
Duplicate Users
Are user accounts being created based on the E-mail ID and are these suddenly case sensitive? I am suddenly getting duplicate users being created (who have existing accounts in the system). This is going to become a nightmare to manage if this is the case! Further investigation into this would suggest that it is based on the username rather than the E-mail. I have changed the case of an E-mail Address and a new account was created. The difference was that the username for the original account was
query report for all scheduled reports
I am reporting this as a problem, because the query report is a workaround only. We were informed that the SDP admin cannot see all scheduled reports in the user interface by design. This is very bad situation, when SDP admin don;t have any control on scheduled reports e.g. by technicians who are no longer working. Please create query reports which can provide the below information across ALL scheduled in SDP reports: Report name \ Next Scheduled Date \ Recipients \ Techncian Name (owner)
Copied webpage into ticket causes problem
We are running ServiceDesk Plus 8.0.0 build 8007. A user entered a ticket and copied the webpage into the ticket. This caused a problem with the ServiceDesk software. Everything below the first sentence disappeared from the ticket. This includes the rest of the text, the reply/forward buttons, the Requestor Details, and any other sections lower in the ticket. We were not able to copy the HTML and did not capture any screenshots. The problem was resolved by editing the ticket and toggling the
Experiencing issues with sending report from SDP to email
Hello team, We are currently experiencing issues with sending report from SDP to email and also scheduling reports is blank data. ServiceDesk Plus (Production) Current Version: 14.8 Build 14850 ServiceDesk Plus (UAT) Current Version: 14.9 Build 14900
Reports not working after update to 9.0 Build 9028
I have updated to 9.0 Build 9028 last night and subsequently when I try to access reports I get the following message shown on screen before being returned to the Home page. "NTLM Failed Redirecting to Login page" We use AD integration and SSO successfully so I am not sure why this error is being thrown. Also, although I am not sure this is relevant, when I go to Admin -> Zoho reports integration I get the following error FAILURE :Exception in displaying zoho reports configuration details. Please
Scheduled Reports funtion sent duplicate email
Customer received 02 email same content when i set 'Scheduled Reports'. I check on Scheduled Reports, it just only one report
Receiving "Internal Error" message when attempting to view Scheduled Reports
We created a custom report and attempted to save it as a weekly scheduled report. - The initial test was successful, and the report was emailed as intended. - However, now whenever I try to access the scheduled reports window, I Receive an “Internal error”
Build 8007 Notification Rules
After updating to Build 8007, replies have been strange. When replying, the "To" and "CC" do no auto populate. Also, the notification rule that is setup is not being recognized. I have attached a screenshot - please advise I tried to uninstall Build 8007, but it kept failing. Restoring a backup didn't work either
Duplicate requesters / users being created
Hi Everyone, I have found some weird issue for our install of Service Desk 8. We have a domain, we'll call it domain1, that is setup to allow active directory pass through. All of our requesters were imported from it when we were using service desk 7. Their domain shows domain1. Now though when a user submits a ticket, it creates a new user rather than using the existing requester. Example of an existing requester: First Name: Example Last Name: User Username: EUser. Domain: domain1. Email address:
ManageEngine Servicedesk Plus sees chrome as mozilla 1.3 <
I get this warning when ever the editor is used in manage engine service desk plus. is there any way of getting rid of this issue as it is extremely annoying.
Can't start servidedesk plus server
Hello, I try to install servicedesk plus 8 on a debian server. I got this message : Failed to start the server. Please refer logs for more details I looked into : /opt/ManageEngine/ServiceDesk/server/default/log i got this error [12:28:00:195]|[10-28-2010]|[com.adventnet.deployment.core.BasicServicesDeployer]|[SEVERE]|[10]|: |Incomplete Deployment listing: MBeans waiting for other MBeans: ObjectName: adventnet.deployment:service=DeploymentManager state: FAILED I Depend On: jboss.system:service=MainDeployer
Request loses group and technician when Request Status changed via Edit Request from filtered view
If we are viewing our tickets in a filtered view (that is, a list of Open Requests, Pending Requests or some other custom view) and check to select the ticket then click the Edit Request button at the top, then only change the Request Status, the request loses Group and Technician assignment. If you look at the screenshot, this is what we see in the history tab, making it appear that the Technician actually changed those fields when in fact ONLY the Request Status field was adjusted. Let me know
Active Directory user importing
Hello! I want to report a problem. Situation. We have a multiple domains in our organization: domain1.org.local and domain2.org.local. In domain1.org.local we have user domain1\user, and he was correctle imported into SD. Then we create user in domain2.org.local with name domain2\user. He created incorrectly: in the "domain" field in SD selected "None" by default. I have to correct it manually. Please include fix for this issue into next update patches. Thanks.
Update department in request when updating requester
If you update the department assigned to a requester in a request, the new department is displayed but reports run against that request will show no department. To correct this you have to carry out a second step of editing the request and reassigning the requester to it, this will allow reporting to work correctly. Surely assigning the department to the requester in the ticket should also update the ticket such that reporting shows it as being against the newly assigned department?
Need custom report query to find out the assets which never been contacted to ServiceDesk Plus in last one week
I'm looking for a custom report SQL query that can help us to keep an eye on Assets. If any asset is offline for more than a week then we should have the information about that. like last successful scan status on yyyy-mm-dd. and "not been contacted since12 days" etc. The field requires CI Name, CI Type, Model, Product Name, Processor Name, Total Memory, Workstation Scan History (from history tab which inserts "last success scan and not been contacted by SDP since 14 days") Workstation scan history
Character Limitation Multiline Field
I can't type more than 250 character in Multiline Field.
Report query not working
http://forums.manageengine.com/topic/change-with-it-approval-details#49000005169320 DOES NOT WORK IN MSSQL - uses a MySQL date formatting command. Please fix and repost. Thanks, Dean
Replying to request creates a new request
Good Afternoon everyone, I've been unable to accurately recreate this issue to figure out what the problem is, but it does happen fairly often. A ticket will be submitted via email. A technician will reply to said ticket using the web interface. For whatever reason, the reply creates a new ticket as "RE: [ticket id]: ticket description." Merging the tickets has no affect, because when the requester then replies to the reply, it creates a new ticket "RE: [ticket id]: ticket description." If you
BIG BUG with Local Authentication
hello SD guru! Just try it: 1) type your CEO (or other user) login as login 2) type your CEO (or other user) login as password 3) select Local Authentication 4) press "Login" -----> you are logged as your CEO nice? P.S. use login from AD P.P.S. old versions (before 8.1) don't have this bug
Inaccurate "Processor Name" in Assets Report
Now that we've finally updated to SD 8.0 Build 8009, we're testing out the Asset Inventory module. One of the things we've come across is that the CPUs in some of our modern HPs like our HP DC5800's with Core2Duo being reported as Intel Pentium III Xeon processor and HP 3130Pros with Core i5 being reported as Intel Pentium II processor. Clearly this isn't accurate. However, one of our HP laptops that has a Core i5 in it DID get reported properly. There's a few other fields that aren't
Report Filter Value List Only Shows 86 Users
Currently, my requesters list is showing 92 users (this is after going through and cleaning out all the random email addresses from vendors that send to our ticketing system and all the extra user accounts from AD that are added because your system still can't be told what user groups to pull in). We've set up a report that we can use to print out a page that displays assets that are attached to a specific user. However, when we go in to edit the report, scroll down to advanced filtering, and click
$Description variable doesn't work in CAB notification
When a can notification is sent, we use the $Description variable to include the description of the change: However, when the email is received, no detail is included for the description, so it looks like this variable doesn't work. Can someone try to reproduce this and see if this variable is working or not?
Problem with the chat section of the software
Hi, when some users, but not all of them, try to use chat, they get an "Internal error" error on the user page.
License Additional Fields - multi-line field not working
Hi I working with SD+ 7.6.0 Build 7608 When adding a mutli-line field as an additional field to the licences, this one is not displayed and I cannot enter data into it when editing a software licence. When adding a single-line field as an additional field to the licences, everything works fine. Marc
Announcement deleted after editing
Create and post a new announcement. Click edit to edit the announcement. Edit the description. Click Save. Announcement is deleted. v7509
Priority Ordering in Requests view
I'm sure this has been raised before but the priorities are listed alphabetically and not logically. So, Priorities High, Medium & Low are listed as [ High, Low, Medmium]. This isn't logical.
Add Notes to report field?
Hello, Is there a way to create a custom report to include the Notes field, so for example I would have a report with the following columns: Note --- Subject --- Requester Name --- Assigned To --- Group --- Status --- Created Date --- ID For the Note column, it would only need to display the most recent Note added or last note updated? Is this possible? I can't seem to find a way to do this or even a way to simply add the Note field as an option in a report. Any help would be appreciated. Regards,
Closing a job from the resolution page
Service desk plus 7.5.0 Build 7513 We have a rule that requires a technician to be assigned to a job before it is closed. When closing a job normally, we get a pop up box to notify us if no technician is assigned. If we close a job from the resolution tab by using the drop down box at the bottom of the page, it will save the resolution text, but the job doesn't get closed - but there is no popup to inform you of the rule, or the failure to close the job.
Custom View Errors...
I have been having this problem when ever I attempt to create a custom view (regardless of private or public) where it keeps adding the completed time constraints that I don't want. So for example, I created this view to look at all requests for a specific technician or unassigned that are not closed or resolved. When I look at the view, it keeps adding the additional time constraints that I did not ask it to do.
Numbers instead of group names
After update from 7506 to 7514, group names are not presented. Instead there are numbers. When I want to change group, names are presented ok, but after changing in the request the group name is again presented as a number.
web page rendering problems in some Requests
Some requests, not all, affect the rendering of a page. The effect is that almost all names are highlighted as hiperlinks. You can see what i mean in the attached file.
Descriptions and resolutions disappear when saving or closing
I have had many users complain and experienced the problem myself where a description or a resolution disappears when saving or closing a request. I am on 7603 but have had the issue on previous versions. The issue seems to happen more frequently since upgrading to 7600. Has anyone else had this issue?
Service Desk Plus hangs when geting large images
We had a serious issue with Service Desk Plus build 7514. Yesterday one of our client replied to a request putting in the email text a very large photo. On the server side the java process started to take 99% of cpu, and the whole application hanged. We resolved the issue by deleting the problematic email from the server. But for the future we expect Service Desk Plus to cope with such emails, or just drop them.
Assigned to Technician notification not going to everyone
We recently upgraded to 7.6.0 Build 7602, and several technicians are reporting that they are not receiving a notification when a ticket is assigned to them. As I am receiving notifications, and have verified that this option is selected in the Notification Rules, I'm unsure what to do to correct this issue.
Attachements go blank after duplication
We recently upgraded to 7.6.0 Build 7602, and have noticed that when we duplicate a ticket that has an attachment, the attachment is blank on the new ticket. I searched Known Issues and did not see this.
Need to be SDAdmin to create Custom View or View Reports
Hi, We have found that you need to have the role of SDAdmin in order to create Custom Views or view Reports. If you do not have the SDAdmin role an error will be thrown when saving the Custom View and when viewing a report. Steps (without the SDAdmin role): - Create custom view button - enter filter details - save - error Or - Reports tab - select report - error I know this is not environment specific as we have tried IE7, IE8, Safari, and Firefox on Windows and Mac machines.
When opening a ticket then the wrong ticket opens (always same wrong one)
When opening a ticket that's new, when you click on the link in the list view then it always opens ticket 116 (which is closed). If the ticket was assigned, then it opens normally. Removing part of the URL that opens seems to help (stripping the query string all the way back to the ticket number). This is an issue occurring on Firefox and Chrome, but does not seem to affect IE.
"\r| Carriage Return in Notifications
We just upgraded to the latest SDP and switched the database to MS SQL. Everything has gone very well with one small exception: All our notification emails are now showing a "\r" at the end fo every line as below: Ticket # : 29762 \r Requester : Davidson, Karen \r Department : Information Technology Services \r \r Is there a way to clean these out? Greg
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