Change Line Manager gets not authorized error
Hello, I am using 9.0 Build 9023. I assigned a technician as a Line Manager in a Change Request. The line manager gets the email "Change ID has been assigned to you as Line Manager". When I click on the link in the email, I get "You are not authorized to view change module and details" Am I missing a step? Thanks, James.
SDP Version 9.0 B.9039 - Change Module - Is there a way to find out when and who deleted a task from a Change Request?
Hello Everyone, We are using SDP Version 9.0 B.9039 I have a question I wanted to pose to the forum in regards to the Change Module, Is there a way to find out when and who deleted a task from a Change Request? The System Log View does not show anything. The History View option in the Change ID does not list it. Thank you all in advance for your help. Kind Regards, Robert A.
Database operations - assign computer to user
Hi, In our enterprise, computer is assigned to user who in event of any damage is responsible for it. the computer is leased to user based on paper agreement, signed agreement is scanned and attached to asset in service desk. what i would like to do: 1. assign assets to user via database. 2. attach scanned agreement to asset via database. Our support said that "database operations are not supported", in case of assets assign, they gave as 2 tables ResourceAssociation and ResourceAssociationHistory,
SSO Not Working When Visiting via Static DNS Entry
Hello, We're getting ready to deploy SDP and one of the final items is setting up a user-friendly DNS entry (i.e. instead of http://servername/ we want http://helpdesk.domain.com/) SSO works when visiting http://servername/ but it doesn't work when using the http://helpdesk.domain.com/ URL, we get prompted for credentials. Here is the applicable login sequence via new URL: 2015-08-17 14:14:17: HttpSecurityService: C: GET /DynamicNotification.do 2015-08-17 14:14:17: HttpSecurityService: isProtected=true,token=true,passwordCredential=false,provider=true,isLogout=false,isAnonymous=false,connectionId=172.18.120.40:56508,authContexts.size=0
Username or Password is incorrect - AD Logins
Hello all, Attempting to login using a domain account produces the message above. I have successfully imported the users from our AD infrastructure, and know the password for the user ids we are testing is correct. We have tried selecting the domain from the dropdown on the web page login, but no luck. Is there something else to check? This is for Service Desk Plus v 9.0. Thanks.
Request Catalog - Adding a resouce
When creating a template and adding fields in the resource area. Is there a way to expand the text box so that it can be multi line and "grow" with the data as it is inputted. We want to use this field to capture answers that will be "more than one or two words" The only solution I currently see is to add multiple text boxes and that just does not look professional.
Crash Preventive Maintenance Tasks
When we updated the Servicedesk, Servicedesk stopped working. We recover data from a backup, but were some problems. Preventive Maintenance Tasks not working.
Copy and Paste Attachments into ServiceDesk plus
Hi we are running version 9.0 build 9002. A lot of our users seem to be having difficulty copying and pasting into the incident area either text or screenshots. Sometimes it works and sometimes it doesnt. It doesnt give errror messages the cursor just stays in blinking in the body of the incident all users on Windows 7 Pro and are running Internet Explorer 9. I have had a look on the forums and though there does seem to be people asking questions re this there is no solution. Any ideas would be most
Email Notifications
HI is there a way for when tickets are assigned to a specific support team for some snr managers etc to receive a notification email of that new ticket? Example is i have setup a new support team which has one technician in it. " snr managers who are not part of that team want to be notified every time a new ticket is assigned to that team/technician. Using SDP v9.2 . I have created a business rule which says if tickets come in from 3 specific sites it then sends an email notification to x,y & Z
How to see attachment in the App on iphone ?
Where can i finde attached files in the app?
Errors while restoring a backup
I tried upgrade my build from 9018 to 9028 but after a few successful upgrade the last one failed which meant i had to reinstall the application and restore data backup. The restore has failed pointing to some error logs on the SDPUser profile. Please share with me how to ignore the error table so i can finish the restore and my production server can be live.
Hiding Job Title or Other Fields from Requesters When Completing Tickets
We have been using the LDAP/AD feature for a while now. Unfortunately, the common AD attributes have caused a bit of a problem for us, as we now have employees who have moved since the last sync with the LDAP replica and their positions have changed one or two times over. I get a ticket from a different employee once a week complaining about this. I wish to stop it permanently, as I manage two SDP instances for different org functions and I have to change it for 100+ employees now two times over.
Configure Proxy
Hello all, My ISP has a Web Filtering pretty bad, so I have some problems on my web browsing. Meanwhile, the ISP gave me a proxy to be able to access to the websites, (example: isp.proxy.com; port 8080). Because of this the ServiceDesk Plus, on the Mail Server Settings doesn't work properly. The incoming Mail Fetching fails due to that the Web Filtering doesn't allow receive the mails. Question: How can I configure the proxy server on ServiceDesk Plus in order to the incoming Mail works properly?
Duplication of request and notification email for cancellation
Greeting My name is Taleb kindly would you assist me on this : I have 2 qustion : 1- The end user does not receive a notify email when the request is cancelled , despite it is marked ? 2- Can not duplicate 2 or more incident and the "Duplicate Reque st " option is disappear ? Best Regards
ManageEngine Upgrade Failed from 8.0 to 9.1
Hi, We are upgrading our ServiceDesk from version 8.0 to 9.0. Old Setup: OS: W2K3 ServiceDesk: Version: 8.0.0, Build: 8022, DB: mysql New Setup: OS: W2K12 R2 64bit ServiceDesk: Version: 9.1, Build: 9105, DB: postgres We have already backup the data from old version. After installed new version, mysql has been installed manually and changed the DB. Later trying to restore data, but failed and getting below error- Please wait extracting backup file *********************************************************************************
Importing From AD
We have just purchased SD Plus and i am in the process of configuring this, can anyone please assist and let me know how to import all of the AD users into SD+ as users, do i need to have AD Manager to do this,
SDP+ New Rich Text Editor problems
Guys, Unbelievable, it took you guys more then a year to develop a brand new 'rich text editor' en it still (excuse my language) sucks! I've started a brand new solution. I typed this from scratch with the editor (no pasting from word or any other sources thus). I didn't change to other fonts: i only used bold text and hyperlinks within the document on the editor. Numbering lists don't work (numbers simply don't appear). Bulleted lists do work fine. Text between hard enters (returns) jumps awkward.
Import users from AD - duplicate entry
We have problem with importing users from AD. We have users in our SD DB. When we want to update users (requesters -> import) we have (in serverout): Violation of UNIQUE KEY constraint 'CIRelationships_UK'. Cannot insert duplicate key in object 'dbo.CIRelationships'. The duplicate key value is (9145, 37043).| About 200 errors while importing.
Blank Resolutions
I noticed today after I had edited my default Incident Template, any new request already has a resolution. This resolution is always blank. I think it has something to do with the request template but I am not sure where to start with this. Has anyone else experienced this or does anyone else no how to remove it?
Fetch Mail Process Stops
We recently upgraded ServiceDesk Plus to 9.1 Build 9105. Since doing the upgrade, the fetch mail process will just stop for no apparent reason. Once you restart it, it may stop again in a hour, a couple of days or anywhere in between. Nothing has changed in our email server (Exchange 2010) or network. Is anyone else seeing this issue? Thank you, Carey Durbin Corporate Information Technologies Manager Bridgestone APM Co.
Servicedesk technician not receiving all e-mails
Hi. We have 4 technicians with similar roles and rights. When a new request is created, email notifications flow should follow the rules below: All techicians receive a notification that a new request has been created (this works OK) All techicians belonging to a group receive a notification, when the request is assigned to that group (this works for all, but one technician) A technician receives a notification when a new request has been assigned to him (this works OK) Ok, so in a working scenario
Mail Fetching problem
Hi, I am having problem fetching emails from exchange 2010 pop3, suddenly servicedisk starts fetching emails as request but without mail body and it does not delete the fetched mail from the mail inbox so it always adds the same email as request and without email body, I am forced to delete the email from inbox manually and then the same problem happens with the other email in the inbox, I read the Serverout log file and there is something on the log that says: Problem in process mail content java.io.IOException:
One user who is a technician isn't showing up as a requestor
This prevents us from being able to cc him when replying to requests he needs to be notified of. He shows up in the database properly: user_id | first_name | name | status | ciid | technicianid | ciid | ciid ---------+----------------+--------------------+--------+------+--------------+------+------ 505 | Last, First | redactedname | ACTIVE | 588 | 505 | | 588
API100 Operation not allowed. Authorization failed
Hi All, when I want to import my users from my AD with "manage engine service desk plus" software, I can't and I can read this : API Exception got : <?xml version="1.0" encoding="UTF-8"?><ZohoAPIError><error code="API100" message="Operation not allowed. Authorization failed"/></ZohoAPIError> I provided my admin account to the login detail and domain admin for the LDAP, I can see my users but the import failed. thanks.
Delete Parnet Type of Asset
Hi Dears I make a CI Type and then Choose Parent Type for my CI.as now i want to delete its parent and choose no parent for this CI. how i can bring this CI to the root?? there is just choose another CI as a parent type but i dont want it. Please help me im using sdp version 8.2,also i test it in the 9.1 but doesnt work. Thanx Dears
Service desk fails to start after servicepack
I am upgrading servicedesk from 9002 to the current version which requires 3 servicepacks to be installed. 9048 successfully installed and started servicedesk. when I installed ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0 the server is failing to start. This is a live system. Anyone with any information please revert ASAP. Thanks
Export as PDF --> shows login page instead of GANTT
Dear SDP Team, I've noticed the Export to PDF function within the projects module does generate a PDF as it supposed to, but the PDF always shows me a part of the login page, and never the GANTT itself as it should. Sometimes though, it does generate the GANTT as a PDF on a second click... so the function does not seem to work reliably. I've tried in Firefox, Chrome and IE. And i'm on 9100 Enterprise.
Migration Issue from MySQL to MSSQL
Hi All, I am trying to move between MySQL and MSSQL and am getting the following error Extracting backup file.... Please wait extracting backup file Please wait extracting backup file *************************************************************.\backup_info.xml Backpup data : Tue Aug 04 15:03:31 BST 2015 Database name : servicedesk Total Tables : 1403 Database Server : mysql Build Number : 9105 ************************************************************* Active
REST API edit "succeeds" without changing anything
I'm sending an EDIT_REQUEST request with the following INPUT_DATA: <Operation><Details> <parameter>Technician</parameter> <value>[technician name here]</value> </Details></Operation> I get the following response: <?xml version="1.0" encoding="UTF-8" standalone="no"?> <API version="1.0"> <response> <operation name="EDIT_REQUEST"> <result> <statuscode>200</statuscode> <status>Success</status> <message>Request 92562 successfully edited</message> </result> </operation> </response> </API> Then, I check
Login Issues
Hi, The administrator/administrator login and password do not work. How do you reset them? Thanks!
ArrayIndex Exception error
Hi Guys, I tried search but it's not working. Just today we had a few emails that didn't create tickets automatically. From the logs it says: ---------------------------------------------------------- System Log Message : ArrayIndex Exception Module: MAIL_FETCHING sub module: - type: Error Probable Cause: Mail count mismatch while processing mails in ServiceDesk application. Possible reason : More than one application might be pointing to same mail box for mail processing. Please check if any test
Update failing
Updating from 9040 -> 9048, I encounter the following error: I can verify that the ManageEngine ServiceDeskPlus service is halted.. What else do I need to do? FYI: The server also runs OpManager. Thanks
Loading stop at "Application layer started"
I tried to run program, but it stop at "application layer started". Result of an applications(run.bat, changedbserver.bat) launch you can see on the attachment screenshots. Please help.
Error while Backup Scheduling.
Hi we have an error while backup sheduling java.lang.Exception: Unable to get the data from [ARC_ServiceReq_5401] table
Running Two Servcie Desk Pluse on same domain will affect SSO fuctionality.
Hey Team, The Netlog and NTML v2 support's for two Service Desk Plus running on same domain & AD. The Primary SDP system SSO fails after setting up another. I checked the Kbase #100009 regards how it works and finds the error in logs/sso log files. Can you please help me on this.
Merge is stop working
Hello When we updated the Servicedesk, Servicedesk stopped working. We recover data from a backup. We were some problems. Merge is stop working
Fresh Install - Program won't launch
Just installed SDP today and the install went fine but it won't open up. It brings up the Splash Screen with a blue bar that goes across the bottom. The bar stops about 80-90% of the way across and just sits there. I tried rebooting the server and got the same results. Is there something I can check to see what the problem is?
Business Rules Issue - Only the first rules seem to be working?
Hi, I am setting up a clean version of SDP. In entering my business rules I have 2 main areas which are setting the Group and setting the Priority. My list of business rules show as 8 rules for setting the Groups followed by my first rule for setting the Priority. The problem I am experiencing is that the groups are set ok, but the Priority is never set. It is as if the last rule is not being run through the rules engine. If I swap the business rules around to do the Priority first, then the Priority
SLA Resolutions times
Hi I am implementing an SLA that must be resolved within 12 hrs, irrespective of Operational Hours, which are 07:00 - 19:00 Mon - Fri. Saturdays and Sundays are not considered Operational Days. It appears that even though this is configured to be irrespective of Operational Hours the clock does not tick on a Saturday or Sunday, therefore, if a call raised at 18:30 on a Friday is subject to that SLA, the DueBy Date is not until 06:30 on the Monday, using 6 hrs from the Friday and 6 hrs from the Monday.
Error: "cannot be assigned to the selected technician as the technician is not associated to the site."
Hi, We are suddenly getting this intermittent error: Failure. Request ID(s) 1234 cannot be assigned to the selected technician as the technician is not associated to the site. This happens sometimes on the same site with the same technician and the next day it is okay again. Technicians currently have the same rights on all our supported sites: Not associated to any site and as I said the issue is intermitant. We have no operating hours plugged in and all sites have the same settings. Please advise
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