How can I merge old support groups into a new support group?
We originally had 1 group ex. Windows Admin A. Then we split that group into 2 separate groups ex. Windows Admin B and Windows Admin C. We did not delete the old group since we still had multiple tickets assigned to the original group. We are now back to one group again, is there a way to reassign all the tickets from B/C and move them back to A that would not involve manually looking for each ticket and re-assigning it? We will eventually delete Windows Admin B/C.
SDP - Problem with images on solutions after change webport server
Hello to all, today we have changed webport server on our SDP installation using changeWebServerPort.bat and alias in Self-Service Portal Settings to use 80 port. After this change, some of solutions don't display images (the url show old link). Could you tell us how to resolve this issue? Thanks in advance
Requester login issue
Hi, My users are synced with AD but some of them getting incorrect username/password message. It affects approx 2% of our users. Any suggestions? Thanks
Schedule Request Status Change doesn't work
I have submitted a support ticket over a week ago and no one has contacted us but the Schedule Request Status Change isn't working. We originally upgraded from 8210 to 9006 over a week ago. We have uninstalled and reinstalled with no luck. I am curious if it there is a setting in our database\config that isn't working correctly. If I do an install using the internal database it works but when I point it to our sql database it doesn't.
timezone in Moscow
Hello! when I creating a site - I need to choose timezone. for now most of our sites are in Moscow, but not +4 as it written in the list. It will be corrected or I need to use any +3 area? already about a half-year timezone in Moscow is +3 and not changing winter\summer... please advice
Domain Authentication
Hello,I imported all of our AD user accounts but users can't log on with their domain account. [03-23-2015]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[35]|: authenticating user : roberto.oliveira| [17:19:30:832]|[03-23-2015]|[com.adventnet.servicedesk.authentication.internal.SDRelationalLoginModule]|[INFO]|[35]|: User Domain Mapping Status Inside SSOUtil ---- true| [17:19:30:832]|[03-23-2015]|[SYSOUT]|[INFO]|[35]|: sso_Login_Status----->false| [17:19:30:832]|[03-23-2015]|[com.adventnet.servicedesk.authentication.internal.SDRelationalLoginModule]|[INFO]|[35]|:
Problems with ticket via email
Hello community, I've a problem with ticket request via email in Service Desk Plus. I put the all information related the incoming and the output email server, but when I saved the following message appears: FAIL: The e-mail settings have been successfully saved. However, an error occurred while trying to verify the connection to the mail server - Problems connecting to the e-mail box. I'm using the gmail and the outlook.com. Could you help me? Thank you very much.
SPAM filtered email still creates new requester
Hi, We have a very large number of filters defined in the SPAM filter because we receive a lot of different system messages that we need to block from creating requests. This is working very well. However, even though the requests are being blocked, it seems that SDP is still creating new requesters when the system emails come in. I end up doing regular cleanups in the requester list, and they keep coming back, even though the requests are not created. Is this possible, or am I doing something wrong?
active directory integration
I have downloaded the latest version of SDP Standard 9.0 Build 9039. I have been struggling the last few days trying to enable Active Directory authentication. I have been able to import my users as requesters from my AD OU's. According to the instructions once I have completed importing my users my next step is to just enable Active Directory by going to Admin > Active Directory and then just checking the Enable Active Directory Authentication. When I try to log in as an imported user (making sure
Change Management - Status Change Comment Box
It appears in some of the forum links that this had a issue ID of SDF-57122 However, when I search the issues it doesnt exist. I'm guessing it was implemented, did it break, or am I not finding how to turn this off? When I edit the template, I do not see anyway to turn this off (the field has mandatory, but hovering over doesn't give the pencil like it does other fields)
iPhone Push Notification
Has anyone installed the ServiceDesk Plus App on the iPhone and had push notifications work?? I cannot get Push Notifications to work even though they are enabled in the Notification Centre
Pass Through Authentication
Hi, Looking at rolling this out to my users, but having an issue with SSO. I am successfully authenticating against AD which is great, but to put the icing on the cake for my users, I would really like to get SSO working. Well it isn't. Computer account seems to be configured OK etc. In the sso log, the only error (what I assume to be error) is the following. 2015-03-13 11:25:06: at java.lang.Thread.run(Unknown Source) 2015-03-13 11:25:06: jcifs.smb.SmbException: 0x80000005 Can anyone help say if
problem - REQUESTERS have no SITE assotiation
REQUESTERs don't have SITES. when I tried to fill field SITE in edit REQUESTER - it's possible, but disappearing after saving. when I created new user with adding SITE to it (test), it possible to view in detail view, but not visible in LIST VIEW. without connection to the SITES requesters is like a mess and, when creating new incident, SITE not choosing automatically after choosing REQUESTER. please advice me about this problem... I connected attach in which possible to view the sample - in detail
Domain Scan Failing - Unknown Username
I'm unable to perform a "Windows Domain Scan" since upgrading from Build 9033 to Build 9035. If I attempt to do this manually (Admin -> Windows Domain Scan (in "Discovery") -> Scan Windows Domain) I get a "Unknown username or wrong password given to enumerate the Workstations in the Domain." message on the screen. I also receive the same message if I click the "Fetch OUs from Active Directory again." link. I know the account being used is valid, not disabled, not expired, and that the correct password
Discrepancy in Assets Used and License
Hello, We seem to have a discrepancy in our licensing and total assets that I cannot reconcile; any help would be appreciated: As you can see, from our assets tab, we have 656 assets in use, but according to our license we've used 739. We are using Version : 9.0 Build 9018 Thanks, Kevin
SLA Escalation Notifications Sent to Non-Technician
We've had an example where our SLA warning notifications are being sent to non-Technicians. Reviewing the notifications under the SLA section does not indicate any users other than the 2 individuals that require the notifications. We are on build 8217 running MySQL. Any assistance? Thanks
i can't renewing expired license on the linux version servicedesk
servicedesk plus error 500 and i can't login and upgrade license start server on the linux consol run.sh but i can't change license not asking new license file i'm start the server ./run.sh how to license renew on the linux expired license servicedesk plus Please Help me :/
Problems installaing Service Desk plus st.ed on a Azure VM
Hi, I tried to install SD plus st.ed. in a Azure VM with windows 2012 R2. Everything ok (no error in event viewer) but when I start the web client nothing happens and the browser screen remains blank without any error. I tried with IE11 and Chrome last version. I tried also to restart vm after installation but nothing changes. Could somebody help me? Thanks a lot for support. Best regards. Andrea
LDAP auth failing after upgrade
Hello, Yesterday we patched from 8213 to 8217, tested and it was ok. We then patched from 8217 to 9000 and now the LDAP auth doesn't work anymore. I need help to troubleshoot. I reviewed the config and the logs. There was an issue with certificates (can build PKIX path) so I switched to ldap instead of ldaps to at least test and bring back the auth. Still no go, can't authenticate. When I save the config (ldap://server:389 - anon bind) I *CAN* import the users.. But then can't login in the app
mail fetching doesn't delete email which is in Exchange 2013
Hello; I have SDP 9.0 Build 9004 Mail fetching was working properly until I upgraded Exchange server from 2010 to 2013. I changed POP3 settings of on Exchange, started to use SSL/TLS 995. Mail fetching stopped. I followed Priya's solution steps as described at following forum page: https://forums.manageengine.com/topic/service-desk-exchange-2007-mail-fetching-6-12-2009?reply=true SDP started to pull emails from Exchange mailbox but now another problem appeared. SDP doesn't delete the email message
Service Desk Plus IOS Push Notificiations
Hi, trying to setup push notifications for servicedesk to my ios device, i do not get notifications when a new request is added and there is no option for it in the notification rules under admin. I do get notifications if i call is assigned to me but i does not make and sounds on the device.
requestor not importing from active directory
Hello; I have an issue where a requestor is not being importing from active directory. When I use the importing tool, and isolate the import to the OU with my 'missing' user. The number it tries to import is equal to the number of users in the OU. When I look in the database I can see the user but they don't appear in ServiceDesk plus. Attached is a picture of the user in SQL. regards Alistair
can't update to 9038
hmm..can't update SDP+ from 9023 to 9038 start updatemanager.bat, choose ppm file, get error "the file may be corrupted or check for available disk space" disk space - more that 15GB file corruption - I've downloaded 4 times, same size... what else?
ComboBox with Autocomplete in additional field
there any way that an additional field in a select list instead of selecting from the list, click on a box autocomplete?
Custom logo issue
Hi, I have recently migrated the dbs to a new server and also re-installed the SD+ to a new application server. I am unable to import the custom header logo after the migration, it never shows up in the header section despite being imported under the Org Details section (and visible there). I have tried to convert the source JPG image to GIF, PNG, back to JPG to no vail. The image size is 166 x 46 px. I have tried IE11, Chrome, Firefox browsers. I have even saved the logo file from the old app server
ServiceDesk hang on "Application Layer Started...." using Postgres
Using version 9038. I installed it and couldn't access the web interface. I uninstalled and used a different port and everything was fine. I was having issues with Unknown Username or Password for the LDAP user, so renamed the "extracted" folder as directed in another thread. ServiceDesk would not start back up. Restarted server and it still won't start back up. Gets stuck on the splash screen. I just tried returning the "extracted" folder back to it's original name and restarting ServiceDesk
Application start-up isse
Having evaluated ServiceDesk on an old desktop machine, I spun up a new VM to install it on permanently. Unfortunately, something seems to have gone Wrong... When it starts up, the splash screen stops as per the attached image. How can I go about troubleshooting this?
Pass-through authentication not working
Hi there, I have gone through the trouble-shooting guide and read all the posts on the forum, but am still having issues. According to the logs, it authenticated successfully, however, I'm still getting the login page. Any idea how I can resolve this? More information: 1. I created the computer Account using the script on DC 2. First DNS entry on SDP used for DNS Server IP 3. Bind Sring: aiatsis.local as shown in AD tool 4. DNS site: AIATSIS as shown in AD site tool
Select approver box not working
Hello, I am having issues with my Select Approvers box not populating the approvers I am selecting. I click on the button that opens the available approvers and I click on the approver I want and hit save but nothing happens and the box remains empty. The field in the template have both "requesters can see', and "requesters can add" check boxes filled in so it should be working. Can someone help me with this? thanks, Scott
SD+ Old Support Group In Views
I recently renamed an old support group to *disabled*SuppportGroupName (as it appears you cannot delete old support groups) and then removed all the "Technicians interested in this group" and left only an "admin" Technician listed. However, previous technicians who were part of this support group can still see the group, in its old name, listed under their Views available form the Requests tab. If they choose the old name, it displays a request page with no results (as im assuming the rename means
Asset keeps changing
I have a strange situation with two of my assets. If I scan one, the other disappears and vice versa. Also, the user assigned to the pc stays flips to the other. The MAC addresses and IP address are different. Example: The names are pc1201 and pc1203. If I scan 1201, 1203 disappears. If I then scan for 1203, 1201 disappears. I do not understand why. Different IP addresses, etc. I checked our AD, and I don't see any reason for a conflict. If I do a network range, it fails to pick up pc1203. Only
Drop down menu in incident forms
In IE11, we have an issue where the drop down menus for selecting various things (such as the technician) requires that it be clicked twice. The first time it is clicked, it will appear very briefly and then close again and our technician has to click again. While very minor, it is still an annoyance. This does not happen in Firefox or Chrome. Only in IE. Thank you.
Can't login using local administrator account
Hi, It seems I am affected by the inability to use local administrator account to log in to SD+. Since this account is the only one with appropriate priviledges I would like to ask for help. AD integration is working fine and the AD accounts can successfully log in. SW is Windows Server 2003, SQL 2005 I am 100% sure approx 3 weeks back, the login was working as I was changing some notification settings. No SD+ updates since then (and not even moths before). Security updates most probably did happen
SDP REST api set E-mail id(s) to notify - which field name?
Hello, I'm creating a ticket using REST api of SDP. Which field should I pass to set E-mail id(s) To Notify? Also when I set field <group> it doesn't change in SDP, why? All other fields necessary for me I can set and all is ok with them. Thanks
Data migration
Hi there, I am planning to migrate existing data from MS SQL 2008 to MS SQL 2012. Both are running version 9.0, but with different built number. What are the steps involved? Thanks
MySQL database migration to MSSQL error
Hello, We have a version of ServiceDesk Plus 9.0.34 32bit with 32bit MySQL database . We installed since version 8.1 and we have always done the updates one by one. Maintenance , we encounter performance problems. We conducted archiving tickets , optimization of database and Java from this site: http://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html My first question : Do you think that reinstalling ServiceDesk in 64bits with MSSQL database 2012
Issues with SP 9036
I just installed 9036 and noticed two issues right off. 1. When I click on the "Requests" tab on the main menu, I always get a message box popup at the bottom of the screen that says: "We are happy that you've found the right solution!". 2. When I click on the "Admin" tab on the main menu, I receive an unformatted page with all available items as an Ordered text List. Has anyone else had these or similar issues? Thanks!
Error Statrting Client
Trying the free edition for the first time, I'm getting the following error when starting the client: Exception in thread "main" java.lang.NoClassDefFoundError: com/adventnet/nms/uti l/XMLDataReader at com.adventnet.servicedesk.server.utils.CommonUtil.getNode(CommonUtil. java:24) at com.adventnet.servicedesk.server.utils.SDDataManager.readBuildData(SD DataManager.java:96) at com.adventnet.servicedesk.server.utils.SDDataManager.<init>(SDDataMan ager.java:66) at com.adventnet.servicedesk.server.utils.SDDataManager.getInstance(SDDa
What to do when my admin (technician) account dissappears but I can still log in?
Team, I tried to submit this earlier and I think that I did not complete the post. I apologize if this is a re-post. I have been setting up SDP for my company and everything has seemed to work exceptionally well. The only issue that I have ran in to is after importing active directory requesters and changing my AD account to a technician with admin access, my account has disappeared. I set up my IT Directors account exactly the same and his has not dissappeared. My whole IT department has accounts
ServiceDesk Question
Hi all, I'm just wondering if the following scenario is actually possible with ServerDesk Plus. If so, can someone please shed some lights for me? I am trying to group requests using the "site", "user group" or "Support Groups" within ServiceDesk plus. Say for instance, I created three sites called "HR", "IT" and "Facility" (I know these names doesn't sounded like sites, but as long as it works, I don't mind what they are called in General), then assigned different technician to each site, say technician
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