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
Business Rules
Hello We have several Business Rules enabled to notify technicians of urgent ticket creation. Notification is enabled and e-mail template is created as well. But, the e-mail template completely ignores and instead another text is placed. I tried to locate the source of this text but I cannot find anything. Any help would be appreciated. This my email template for business rule This is the email tech receives
CC'd user can't access request
We are finding that when a user submits a request, and they cc someone else into the email to create the request, that the cc'd user doesn't have access to the request when they try following the link in the email they receive. How can we fix this?
Update install vs clean install
Hi, I compared the files in the install folder across two different types of install due to weird behaviors of our live environment (which has started with build 9020 and was updated to 9023) with a test environment (clean install of build 9023). I am confused as some binaries do not share the same md5 hashes. Can somebody tell me why for the same build I get different files ? Thanks in advance Maxime Gauthier
Software Licenses
Unable to create a volume license for software 2 instances for a particular software title. Do not have this issue with any manufacturers please advise
empty notification when creating a ticket
Hi, Is there a place where I could get what is behind this empty notification ? It occurs when I create a new ticket. Thanks in advance
Asset information is lost when Product Type is changed from Workstation to Laptop / Desktop
Dear Support, I am trying to categorize the desktops and laptops from the default Workstation container and move them to a different bucket called Laptop / Desktop. This move is purely based on their product type, model and when I do so, all the information it fetched from the first scan is lost. Also when I try to re-scan the asset, it throws an error as "FAILURE: Problem while scanning workstation." Could someone please help me with this ? Thanks, SK
Incident Description Problem
Hi, after update to 9024 I cant enter any text in Description when I want to create new incident also I can't make any change in default incident template please help me to resolve this problem
Disable specific file Attachment extension
Hi; I want to block some file formats when opening due to new security demands. (HTML files, for example) Is it possible to do this?
using F5 SSL
Hi, I want to use F5 to manage Servicedesk SSL. So Servicedesk server will listening to http. All users will access Servicedesk url will go thru F5 (https). I manage to get the SDP login page using this method, but I click login button after put in id and password. The page will redirect it to http instead of https. Naharuddin Great Eastern Life
Service deskplus not starting
I have been runnning service deskplu on windows server 2008 R2 for sometime now and it was working great. four days a go i mistakenly installed 3cx phone systems and now i cannot seem to get to the the login page. I have uninstalled the 3cx phone system but still not functioning. attached is the screen shot. the start up process has not exceeded this point. Thanks in advance.
SDP 9024 Login issue
We installed SDP 9024 but not login with default username and password. (U :administrator and P :administrator) getting below error.. Please your advice http://localhost:8080/j_security_check;jsessionid=CB98D7076C4470AB1B500A6259AFE3FE
Multiple System Generated Replies
For some odd reason and after further investigating this issue started about a month ago. Possibly when I applied your latest update? Is there anything I can check for to prevent a second generated reply from being created?
Can't discover computers.. help! - Problem while discovering the workstation.
I am having issues getting computer discovery to work in production. First try in our testing environment worked so never thought it'd be an issue. When I scan the computers OU it detects the machines but outputs the error for the machines: Problem while discovering the workstation. I tried to turn off the windows firewall which still threw the same error. Since this is a generic error it is hard to pinpoint. I tried to find information from /asset/Inventory_TroubleShooting.jsp but it didn't include
Merge request error
SDP+ 9023 Merge request error FAILURE :Problem while trying to merge this threaded request with the selected request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
ServiceDesk Plus - re-using Change Additional Fields causes confusing entries in Change History
(Reported with respect to ServiceDesk Plus build 9108 Enterprise) Apologies if this is a duplicate topic, but I couldn't find this mentioned when I searched the forum and known issues. Background: The 9.0 version of ServiceDesk included many new built-in fields and ways of recording data in the new Change Workflows. When our organization was using version 8.0 we had configured Change Additional Fields to fulfill many of the same workflow functions. We no longer use those custom Additional Fields
Will not connect to Active Directory
I am currently setting up ServiceDesk Plus and i have everything configured for it to connect to AD but it will not pull my AD structure. Any suggestions?
authentication key
hello I'm trying the free professional version of servicedesk plus but I'm not able to get the authentication key to provide it for desktop central, what can i do to have
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