Auto Solution suggest help
Hi, I'm having a little trouble of actually getting Auto-solution suggest to work for requesters who report incidents on the help desk. Is this an option that should already be there or does it need to be turned on? My service desk version is 9.0 Build 9025 I would appreciate your help, Thanks, Sam
ServiceDesk Stops Fetching Emails
Hi, We are experiencing a mail fetching issue which implies us to apply Trusted/Self Signed Certificate. I tried the solution you posted in the forum http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html but not able to get it work. Could you please give me some instructions how to get this done? Best Regards, Nicole
Task Notification not working
I am trying to set up task templates to add to tickets. When I create a ticket, I get a notification, but I no longer get notifications when I create tasks and assign them. I have restarted the mail service with no results.
Other technicians unable to view pasted images from Internet Explorer
When pasting images from internet explorer into the ticket description area the technician who pasted the image is able to see it, but all other technicians see a red X. Is there a solution for this?
How are Numeric fields with exact length used?
If I create a numeric field with exact length of 3, I can't enter any values unless the value has exactly 3 characters... I thought the exact length parameter would specify the maximum number of digits but it doesn't. If I want to enter a value of 1 the entry is rejected. I can't see creating a field for values from 1-9, another for 10-99 and another for 100-999. Am I missing something?
Gmail email server not working after domain change
Hi, We previously had email working ok with servicedesk when we were using our own zimbra mail server. We have recently switched to using gmail and also changed the name of our domain. I've reconfigured servicedesk to use the gmail settings and we can receive email ok. I did remember that when we first configured the server to use zimbra, we had to use gencert.bat, unfortunately though, this hasn't worked with gmail. The error message is 'Sending notification failed'. Any suggestions are most welcome
Cannot start Service desk plus server
It take very long time.I wait mor than 2 hrs. Is it normal?
Auto suggest Solution
Hi, How do I enable Auto suggest for solutions when creating a request incident? It doesn't seem to be enabled on my help desk. My version is: 9.0 Build 9025 Many thanks, Sam
SDP DC integration not workin correctly!
The integration between Desktop Central and Service Desk Plus, doesn't seem to stick. Also, after the integration says that is done, I don't see the inventories matching. The idea is to have only one agent working on each computer and I have SDP go through DC to scan the computers. It is not happening!
No Desktop Central Integration Settings
I have both Desktop Central [Build No: 91002] and Service Desk [9.0 Build 9041] installed on the same server. I had to reinstall Service desk and now I do not see the Desktop Central integration icon or entry in Service Desk and cannot perform any integration within Service Desk. Any help on this would be great. Gabe
remote control- XSS error
While trying to intergrate bomgar with service desk plus , we get the following error which I believe is a java error XSS Vulnerability code detected in URL. Some script tags are detected in the values passed to this screen. This could be a Cross Side Scripting attack. So making this page as unavailable. [ Close ] === The command we try to have service desk plus run is C:\Progra~1\Bomgar\Representative\bomgar.blah.com\bomgar-rep.exe --run-script "action=start_pinned_client_session&search_string
Admin users can't get webpage to come up.
SDP will not come up for admin users. Non-admin users the website comes up just fine. We are on version 9 build 9041 (upgraded 4-14-15) using MySQL. MS Updates applied to the server just after midnight on 4-24-15 and the server rebooted. After that is when this issue started. We restored the server to the backup from 4-23-15 (using Veeam to restore the virtual machine itself). The issue was still there (without the Microsoft updates). The server had not been rebooted since updating SDP on
Integration between Service Desk Plus & OpManager
Hi, I've the last version of Service Desk Plus and OpManager and i set up to integrate both tools. After set up all configuration, all the CI's that i have in OpManager appears on Service Desk Plus, but when any alarm is generated by OpManager it supposed to create new ticket and it doesn't work. Anyone can help me? Thanks, Alex
Cursor Jumps to Bottom of Reply Email
We are on version Service Desk 9039. When replying to emails, the cursor jumps to the bottom of the message window and my techs have to scroll to the top of the message to write their reply, is there a way to make it open at the top of the message?
'Last Update Time' not updating on requester/technician as expected
Hi We are running Service Desk Plus v9 build 9040. The 'Last Update Time' field is not updating reliably, especially when emailing updates from outside of Service desk To update a requester on an issue, this morning I: - replied to an existing email chain, keeping the Issue ID tag ##nnn## in the subject - the email sent, and the reply has been added to the list in the ticket - but the 'Last Update Time' field on the main Requests page still shows as yesterday. Note - we are currently having to email
mysql problems installing ServiceDesk Plus on CentOS7
I have tried installing on CentOS7 64-bit with and without mysql installed, I cannot get servicedesk started. 1. Instructions indicate mysql is installed with ManageEngine_ ServiceDesk_Plus_64bit.bin but there is no mysql folder as indicated on the install guide. 2. if I install mysql first, I get the following error when starting Servicedesk as mysql is not in the ServiceDesk folder. Cannot run program "/root/ManageEngine/ServiceDesk/mysql//bin/mysqladmin": java.io.IOException: error=2, No such
Technician Login count exceeds the license - in Standard Edition
Hello I'm using the free standard version 9 (Build 9041). The free version should normally allow me to add unlimited technician as per the mangeengine website(see printscreen below) but I'm getting the error "Technician Login count exceeds the license" when choosing the option "Enable login for this technician" as per printscreen below Choosing the "Enable login for this technician" gives me error "Technician Login count exceeds the license" Please advise why I'm getting this error.
User survey: SSL mismatch on auto generated link
Hi, Having some issues with the auto generated link for the user survey. When you open the link that is sent out when a call is closed you get an SSL mismatch that prevents you from opening the page without proceeding past the error message (Our users are technically unskilled and are afraid to press through any error messages such as this). The link opens fine if you change it to HTTP however there seems to be no means of changing the auto generated link. Has anyone come across this issue before?
Missing 'On Hold' Status Option
Hello, We are having an issue where some of our technicians cannot view or select the 'On hold' status when logging or editing a request. This happens whether using Chrome or IE, and it has been tested with the cache cleared. This is the case for some, but not all of our technicians. The issues started with one or two technicians, then over the course of a few weeks it is now the majority. We are on build 9039, but this has been happening prior to our last couple of upgrades. Any suggestions would
Product field changes at every scan
Hi all, here my problem... After scanning my network SDPlus auto complete some fields for network objects like workstations, printers and servers. Sometimes the field "Product" is wrong (for example in Printers like HP Laserjet 1606 and P2015 the field become "HP-Printer"). No problem. I can change it manually but after every scanning the field reset to HP-Printer. The same is for fields like How can I set this field and deny the auto change after every network scan? Thank you! ;)
Request Type Missing
Currently running Manage Engine Service Desk Plus v9.0 The request type is missing so all requests are being logged as incidents. How can I add 'Request Type'? Thanks
ServiceDesk Plus Build 9041 and Chrome
Just updated ServiceDesk Plus to build 9041 and the resolution box does not work in Google Chrome, unable to enter any text at all, the cursor doesn't even appear. Works fine in IE.
iPhone App Push Notifications
We cannot get Push Notifications to work for the ServiceDesk Plus iPhone App. They are turned on, and I've checked the Notification Centre settings for the app and it is set to Alerts but no alerts come through when a new request is made or even assigned to me
Multiple Alias URLs
Hi, I am setting up Servicedesk plus for a company that operates under different names. Some customers will be supported by company named 'abc' some by company 'def' I would like to setup ServiceDesk so that these customers can use different urls based on which company they are going to for support. Eg Customer1 is supported by Company 'abc'. The URL they will go to is > https://support.abc.com/customer1 Customer 2 is supported by Company 'def'. The URL is > https://support.def.com/customer2 Is
issues with renewing SSL Cert
When ever I go import a new cert the application fails to load. I followed a few steps including clearing out the keystore. Looking through the logs I see what is listed below. should I attempt to create a new .csr and .keystore? [07:07:46:306]|[03-25-2015]|[SYSOUT]|[INFO]|[21]|: [JBOSS] PoolTcpEndpoint: Endpoint [SSL: ServerSocket[addr=/0.0.0.0,port=0,localport=443]] ignored exception: java.net.SocketException: SSL handshake errorjavax.net.ssl.SSLException: No available certificate or key corresponds
how disable portal usage from menu start
Hy everyone, its possible i disable portal usage from menu, or at least translate that?
SQL Browser Service
Is this service required to be running?
exporting reports
Hello! I have a problem with export of my reports - error after export to excel button or any other format. details bellow. please advice how to resolve it. Message Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: Error writing to file writer : ManageEngine Report Framework at net.sf.jasperreports.engine.export.JRAbstractCsvExporter.exportReport(JRAbstractCsvExporter.java:215)
Incident Templates Changing Resolution after 9040 Upgrade
Hi, We upgraded from 9022 to 9040 yesterday, and we have found an issue, where if an Incident Template is used on an existing request (or manually adding a new request) it's adding a "blank resolution" to the request. This didn't do this before the version upgrade. This is allowing tech's to close the requests without putting in a proper resolution. I've been through all the templates, and all the resolution fields are empty, no spaces etc. I've also re saved all the indicant templates too. I created
how to delete all log files
SDP build 80210 Log files have grown quite large (over 1.5 million entries) When I select the "delete all" button in the system log viewer in the support tab I get an error part of which is below. How can I delete the log files? HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: Error during query: Unexpected Exception: java.lang.ArrayIndexOutOfBoundsException
Add New Announcement - Can't Type in Box
We just upgraded to build 9040 and one of our technicians noticed that they can't type in the "Announcement Content" box when creating a new announcement (from the "Home" tab). It will work, however, if you click on the "plain text" option. If you type in a title, then press Tab to go to the text box, it does appear to let you type but the new text is being inserted after the menu bar instead of below it. Using Firefox 31.6.0 ESR.
Unable to enumerate OUs
[12:17:39:019]|[04-10-2015]|[com.adventnet.servicedesk.asset.util.WorkStationDiscoverUtil]|[INFO]|[26]|: Log message from WMI task : dcname.domain.suffix - LDAP Search : Root Path Failure. (0x8007052e)| [12:17:39:019]|[04-10-2015]|[com.adventnet.servicedesk.asset.util.WorkStationDiscoverUtil]|[INFO]|[26]|: Log message from WMI task : dcname.domain.suffix - Computer List : LDAP Enumeration Failure. (0x8007052e)| [12:17:39:019]|[04-10-2015]|[SYSOUT]|[INFO]|[26]|: com.adventnet.servicedesk.ServiceDeskException|
Upgrading ServiceDesk plus from 8.2 to 9 Fails
Dear Support, I installed Version 8.2 and restored old data from a backup with same build, all went fine. But when I try to apply a service pack to update to Version 9, it fails. - I updated service packs with sequence ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_12_0.ppm ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_17_0.ppm ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0.ppm ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_36_0.ppm - The Database build on MySQL - I can move to MSSQL or anything
Problem adding Cost Center in IE
Hello, I've noticed a small quirk when adding a new cost centre, using Internet Explorer, just for one technician (the main user of our purchase module). After adding the cost centre there are no error messages, but then it does not appear in the list. Adding a cost centre works fine in Chrome. Using IE 11. The cache is regularly cleared. We're on ServiceDesk version 9039, but this has been happening for several versions prior. Any ideas? Cheers, Frank
[SOLUTION FOUND] Can't install with external Postgres DB
Solution http://blog.1e3.ru/2015/04/zoho-manageengine-servicedesk-plus-external-postgresql-database/ 1) Install ServiceDesk Plus and run at first time with internal DB (./bin/run.sh); 2) login ServiceDesk Plus and add task, for example and logout; 3) shutdown ServiceDesk Plus (./bin/shutdown.sh -S) ) run ./bin/changeDBserver.sh and save new settings 4) run startDB and dump internal DB ( ./pgsql/bin/pg_dump -h localhost -p 65432 -U postgres -w servicedesk -f dump.sql ) after stopDB.sh 5) restoring
Duplicate requesters - Unable To Merge
I have a requester that was having issues with their account. After running queries it was revealed that there are 4 accounts for this person. Successfully set the status of each account to "resigned" which should force a new account creation when a new email is submitted to our ServiceDesk application but it acts as if the account still exists. Decided to set to the status of all the accounts to active to test but now the accounts will not show up under Admin-Requesters but according to the queries
Unmark service request approver
Hi, In the Request catalog we want to add approvers. In the list we only want to specify the department head. When I open the list I see 3 options: - Department head - $reporting_to$ - Art van (requester) I only want to see the Department Head. So I tried to remove "Art" from Service Request Approver but I can't unmark the option?! I have 3 questions: 1: is it possible to only show the department head? (Without $DEP_HEAD$ in front of it) 2: How can I remove the requester Art from Service Request
Request catalog does not match incident catalog
We are currently evaluating ServiceDesk Plus Standard edition, and I have a question that I have not been able to resolve by looking through the forums etc. on the web page. When I log in as an administrator, at the top left of the screen I see the drop down “Incident catalog”. This dropdown shows service categories and then incident templates within those. I created a new service category and associated a template to it, and sure enough, it appeared in the drop down. However, if I log in as a requester,
Client notifications
If i do not add a client address in to "notification address" field, then the client do not recive notificatios when a ticket assigned to a technician. Do i realy have to add client's name in to both fields, when i create ticket recived by phone? Is there any way to automate adding address in "notification address" field? and one more thing, when i recive a ticket by email, there is no "notification address" field at all =/
Backup fail during upgrade from 8217 to 9000.
Hi, we're processing to the upgrade of our servicedesk application. We're facing to the below issue during backup process. the file generation seems to stop after the creation of the data file as indicated below. The progression from upgrade windows is continuing to move but no movement from backup folder after 40 minutes of waiting time. Please advise. Thanks, Jed
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