Possibility of rationing
Good afternoon, Is there a version 8.2.0 Build 8212 the possibility of rationing? For example setting the PC category, you must set the rate of implementation of 1 hour. Next, you need to compare this rate with the time of the assignment.
Backup failed
Hi, After a downgrade of ServiceDesk plus to the free version, I am trying to import a backup from before the downgrade. I have installed the same version as we had before the the downgrade and the import also seems to be working fine, its running for a while with no errors. However no data is imported. Any ideas?
Mail fetching problem on SDP server
Hello to all, we have experienced some problems with mail fetching. After some days working correctly, for some reason suddenly it stops fetching mail showing these errors on log server (error 3009): Mail fetcing is delayed ....due to start time and finish time is ZERO Mail fetcing is delayed ....due to schedule time=1416646769873 more than curren sys time=1416649824710, finishTime=1416646709873, startTime=1416646704087, timeToWait=1860000 Any clue about this error? Could you give us a solution?
No UNICODE in report diagrams
Report diagrams not showing UNICODE text labels. Also, generated PDF files not showing any UNICODE, not in diagram nor in detailed list.
Problem with fetching mail
I don't know why my post was I quess deleted. So from the beginning. I made installation of SD Plus v9.0. But I had to make reinstallation. Before I did I had working properly e-mail settings. After installation when setting e-mail account in Admin / E-mail account settings or something like that (I have in Polish :) ) I'm typing the same settings creditientials and so on and I have something like this when I want to use pop3s or imaps That It cannot find the proper certifcate please set trusted/self
Technicians Adding Tasks to Approved Tickets
Is there a way to stop a technician from adding tasks to tickets that are not assigned to them? Issue is that once a ticket is approved, tasks are being added after the approval for access that has not been approved. This has happened twice this week and business rules are not working and I do not see the option under Roles unless I take all access away to create a task.
Asset status localization problem
Hi, We have SD+ 9.0.9029 setup on PostgreSQL - Enterprise license. We use Polish language. We have problem with asset status localization - "In Store/In Use etc.". It is displayed in English even if Polish language is chosen in user interface. I've checked the translation in ApplicationResources_pl.properties file and it is present (sdp.asset.resourcestate.XXX values) but not used by the system. How can I find the source of the problem and repair it ? Regards Lukasz
Server Setup to Enable Mobile App Access
Being a Help Desk person and not a security \ networking person, I need detailed instructions to give to the networking folks on what I need them to do to my server to make it accessible to my techs on their mobile phones. Is there documentation for this? I already know how to set up the app on the phone. That doesn't do me any good unless something is facing the Internet. I just don't know how all that works. Thanks, Leslie
FAILURE :Vendor is being used by a module. Hence cannot delete it.
Hi We originally imported our assets from CSV files, during this process some assets inadvertently listed the manufacturer as vendor. Now, when using the purchase order module when trying to select a vendor for a new PO it auto populates the vendors from existing assets. I have manually created a list of vendors we actually order IT equipment from however the vendor list is full of unused vendors. What is the best way to remove these unused vendors from the PO vendor drop down list? Trying to delete
Deleting Assets takes a very long time
Hi All, Not sure if this is a problem as such so I figured i'd post this as a question as its not something that's completely broken or affects us in any bad way. I noticed that now if we try to delete 50 assets or more at once, it can take up to an hour to delete these assets, so long as the browser window doesn't time out. Deleting 5 assets or less takes less than a minute. We usually run a clean up and re-scan of all assets every few months. We're currently on SD 9021 and noticed this behaviour
Request Catalog - Alphabetizing Request Templates
(logged with respect to ServiceDesk Plus 9018 Enterprise) Any update on Issue ID SD-46437? We are desperate for this to be resolved as Self Service Portal across our organization. We are about to release our Self-Service Portal to Requesters as a customer service-friendly tool for them, but in order find one Request Template they have to read through the list because it is not alphabetical. We have stopped populating the Catalog, as we are getting complaints about navigating it. Please consider
SSO Problem IE 10/11
I cannot get single sign on (SSO) to work with our SDP 9.0 (9023). I have followed the instructions online and in the configuration settings page for SSO. The computer account appears to be working and the configuration I entered in for SSO saved with success. However, every time I go to the SDP site in IE 10/11 or Firefox I get a challenge response (Windows Security) window from the browser. In IE 10/11, if I enter the credential into the Windows Security window, it will pop up two more times. Then
Outgoing mail TLS
Hi, I'm trying to enable TLS for outgoing mail on port 25. When it's enabled SD plus is unable to send messages. I've verified that TLS is working on our mailserver. In the SDP logs I see the following: [SYSOUT]|[INFO]|[29]|: Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path When our mailserver communicates to SDP it reports: TLS/SSL
Incident Template for Requester Drag and Drop greyed out
Hello, when I want to edit the incident template for Requester the Drag and Drop fields are greyed out. I found out, when I delete some fields in the current incident template the last 2 Drag and Drop fields are suddenly available. It is the same behavior under Internet Explorer, Firefox, Chrome and Opera. I think this is a big bug under V9.0 Build 9006 needs to be fixed. Under Build 9003 everything was fine. At this moment I can´t edit the Requester Incident templates. Best Regards S.Fischer
Searching solution not working
Hi there, After upgrading ServiceDesk Plus from 8217 to 9027, searching the solution seems to be off. I thought by 9027 this indexing issue has been fixed? Please advise how to fix this. Or perhaps I need to manually re-index them again?
Desktop Central agent integration in SDP
Hello, We recently upgraded to the enterprise version of SDP from the free version. We already have Desktop Central agents installed in our environment. I followed the steps to integrate the asset information from the desktop agents, but it looks like all the information in the Asset Tab is coming from WMI scans from the initial scan and not the DC agent. When I try to force a scan they all come back with "Error : General failure while performing the operation. [ Troubleshoot ]" Also,
E-mail fetching
Service desk didn't fetching e-mail, but mail fetching status is running. after stop/start fetching, or restart service at same time, mail fetching going back to normal. This error startig after 8217 update thx
Revoering deleted records
Hi, I accidentally deleted all the system log records in Servicedesk plus (in support--> system log viewer). Now it shows only few records from the past couple of hours. Is it possible to recover those records from the backend database? Like from transaction logs? I have taken a snapshot of the VM server where servicedesk plus is installed, within few hours after deletion as a backup. Please let me know. My version of servicedesk plus is 9.0 Build 9017. -Thanks.
Send email to external people
Hello I am able to email people from ServiceDesk who are internal to the organisation but am not able to send to external email addresses e.g. gmail. We are using Exchange 2010 & I have outgoing email configured in ServiceDesk. Many thanks
MAIL_FETCHING
Exception while trying to send notification for th... Helpdesk - - Error 08/11/2014 02:45 PM System Info in email fetching MAIL_FETCHING - - Error 08/11/2014 02:42 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING
Service Catalog - Resource Info - Not saving in template
Hello, I am creating a New User templates in the Service Catalog with check boxes to select different services. I wan to create different templates with boxes checked off but when I hit save it does not save any of the checked boxed. Is this a known issue or am I doing something wrong?
How to map Department Head
I want to map Department Head using CSV file. when I go to import the file, there is no available column chooser for department Head. When I look in CMDB for Department, the Department Head field is blank. As you can see, there is no place to map Department Head when importing CSV file that has a column with department heads populated.
Cannot start Help Desk
We install the Help Desk in to a customer, before the 30 days we went to install the license and the system was down, we try to restart it to install the licens but it do not start. We configure the system and the customer use it for some weeks before this happeng. Where I can verify why it is not starting?
Windows Security Box
Hi, I have servicedesk plus running on server 2008 r2. When anybody tries to open the link they get presented with a login box. If you click cancel it will load servicedesk plus login page. But this is confusing users. Please see screenshot attachment.
Desktop Central Agent
Hello, We recently moved to enterprise SDP. I've set up Desktop central to send Asset data to SDP, but the only data in SDP is from WMI Queries. I've tested the connection it it looks good. When I look in SDP to see what workstations have agents I get 0 results. Am I missing something in the integration? Thanks! MIke
Adding LDAP Auth failing
Hi, I'm trying to add LDAP auth to our Active Directory to my trial of ManageEngine ServiceDesk Plus, and it's failing every time. FAILURE: Domain Controller saved successfully. But error occurred while trying to connect with LDAP server - please check your inputs. I've got another service desk program using the same credentials which is working fine, but just can't get ServiceDesk to connect. We have a space in one of our OU names, this has caused problems with some products before - do you know
Locking account
Hi all! A few weeks ago after i changed my AD password i got an issue that my account is permanently locking by GPO after a few unsuccessfull tries to authorize. Today i found that the reason of such locks is a machine which hosts SD portal. The first point of investigation were scheduled tasks and services. The target machine located in another domain than my account and my regular account even has no priveleges to log in to this machine. Next i did the onny possible concusion - SD is a reason
Duplicate requesters when importing from Active Directory
We have the Single Sign-On function of ServiceDesk turned on and working perfectly, however when I turn the Active Directory/LDAP import tool on and have it automatically import new users, it causes a duplicate of every single requester in our database. When looking at the requester list, one list will show requesters with our domain name and the other has the domain listed as '-' (Which I assume to mean that they're there for local authentication). I wouldn't mind this except many of our less technologically
How to move assets into a specific product section....
I use ServiceDesk Plus 9.0 Build 9017. I made a new sub category under the Assets > IT Assets (might be named different for you) section for our thin client PC's. Upload the CSV file under that section with over 70 PC's. For some reason it only added it under Assets > Workstation/Server Detected instead of the section I wanted it to be in. Now I don't have any option that I can find to move it into the correct IT Asset section. This is not a group move, but just moving the IT Assest category
SDP SQL Windows credentials
Hello to all, is it possible to use windows credentials (AD Account) in changedbserver.bat to connect to SQL Server? Thanks in advance
REST API GET_REQUEST operation is always returning errors.
Hey Guys, I am trying to query ServiceDesk Plus app to pull down any request through REST API. The query is as follows: http://<app host>/sdpapi/request/7357/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=BCDB2CA2-7882-4C99-9B4E-CFA989D7713E Regardless of the request id i always get the response: <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> I have attached the relevant logs. Can you please advice
Unable to add business rules
Hello, I wonder if someone can help? I have been attempting to add a business rule without any success and being the first time we have tried to use this functionality I'm wondering if there are any specific requirements needed before a rule can be created? The rule I initially attempted to create was one to auto resolve requests created from a specific email account. When this didn't work I tried various other rules/actions with out any success. Thank you in advance. Paul Ette
email to custumer
how do I get when I open and close a call in ServiceDesk Plus it sends an email to the customer?
TimeZone updates
Hi! The problem with the update time. According to the update time in Russia. Tried to do through the database: use servicedesk go update dbo.sduserprofile set TIMEZONEID = 400, DATE_FORMAT = 'dd.MM.yyyy', TIME_FORMAT = 'dd.MM.yyyy HH:mm' go AND insert into dbo.sduserprofile (USERID, TIMEZONEID, DATE_FORMAT, TIME_FORMAT, SIGNATURE) select au.USER_ID, 400, 'dd.MM.yyyy',, 'dd.MM.yyyy HH:mm', NULL from dbo.aaauser au left join dbo.sduserprofile sd on au.USER_ID
E-mail IDs to Notify field not functioning
Our company is utilizing 2 environments of ServiceDesk. One of the environments will not push mail to the “E-mail IDs to notify”. I have updated this environment to the latest version and still it will not send notification to the E-mail IDs I choose. The environment will send and receive mail otherwise. It is just the “E-mail IDs to notify” field that does nothing. I get no error messages in the System log viewer and no pop up error messages. The server has been restarted a few times and I had the
Technician account disappeared
Hello there, SDP Version : 9.0 Build 9027 I was changing technician passwords and business rules in SDP and noticed that my recent changes have disappeared. Upon further investigation, I discovered that the two technician account have disappeared from Admin--> Users--> Technicians page. However, I am still able to login using the disappeared technician accounts. How do I restore these disappeared accounts ?
Service Catalogue templates disappear from Admin view
Is there any way we can see "all the templates"? This is strange because we already have version 9 and the last month we had no problem, suddenly we stopped seeing them, even with the admin user. Thanx
Migration from postgres SQL to MSSQL - duplicate in softwaremanufacturer table
We want to migrate our servicedesk plus database from postgres SQL to MSSQL. The existing server is still a WinXP machine, with servicedesk plus on the latest version (build 9026). We have also set up a new server (Win2008R2) with the same version (build 9026), and the DB configured on MSSQL. While restoring the backup of the database of the old WinXP server into the new server on MSSQL, we encounter the following error: Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
Notification question
Hello, We do not wish for notifications to be sent to the entire Support Group when a ticket is created from the Web View, and assigned directly to a specific technician. In that instance, the email notification should only go to that tech, and not spam the rest of the group. Is this possible? Thanks, Mitch
AD Migration Technician Reverting
We are in the process of kicking off an AD migration from several domains in two separate forests down to one domain. As a test I have been migrated as a technician. We are leaving the source domain accounts but they are set to disabled. What is happening is after I set myself in ServiceDesk Plus to the new domain after the nightly scan it is reverting back to the old domain. Is there a way to exclude a particular username from being picked up or to exclude an OU in a specific domain from being
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