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
Install Missing plugins
I just updated to Version 9.023 and I am still getting the install missing plugins. I am running IE11 on a windows 7 64bit machine. I have installed the latest flash update. Any help with this would be appreciated -Joshua
ServiceDesk Plus update Active directory user info
Hi, Can i modify a requester info (Like the phone number) in ServiceDesk and have it replicate the change to Active Directory
Cannot restart SDP
Hi, On a Windows machine, I cannot seem to get SDP to restart. I actually have to reboot the machine to have it started. I am using the installed shortcuts in the start menu "Shutdown Service Desk" and "ServiceDesk Server", but I do not have the startup splash screen. Any ideas ? Thanks Maxime
Service Request approval work flow sequence
Hi there Please advise how come my template approval tree will stop on each stage. e.g, Stage one approved, the ticket status will put on Hold and will not automatically kick off stage two approver. Therefore, I will need to manually select the approver on stage two and press "send" to inform the approver and start the flow sequence. Please advise. Thanks
FAILED to update SDP 9018 to any other version
First time run into a problem with update SDP 9018 to any other version (I tried 9023, 9022, 9021, 9019) all stop with the same problem. See screenshot: http://imageshack.com/a/img538/192/rJAfip.jpg I've also got an updatemgr-log here: https://yadi.sk/i/Nuc5FZkEcBQov After an error, I can't start update manager, it stops with error in CMD screen: Unexpected end of ZLIB input stream (I google it, error about - unexpected end of jar file). What should I do? How can I update SDP?
Hotfix 9024
Just applied this hotfix. Worked ok except lost integration with Desktop Central. Once I regenerated the technician API key, the integration worked. i.e. (the Desktop Central button and MDM buttons were missing)
Active Directory Pass-Thru Authentication
Trying to setup SSO for ServiceDesk Plus (Pass-through Authentication). I have it enabled, currently have SSO prompting in the browser during this troubleshooting phase, but my credentials work in the browser log in window, and if I enable SSO it does not prompt me as expected, but either way it dumps me at the log in screen, so basically with SSO turned on, I have to authenticate twice, how can I fix this?
Upgrade from 9018 to 9023 failed
Hello guys, I've tried upgrading from 9018 to 9023 and it failed. I could not upload the logfile through the website because the file was too large. I instead posted in into my Onedrive: the upgradelog can be downloaded here: http://1drv.ms/1nP7jK3 The upgrade process fails when the process seems as good as finished. With kind regards, Insectiside
Problem with sending email notifications
Hi! I have a problem with sending notification to business users after techical specialist resolved or closed requests. Business users do not receive or the system does not send email notifications. This problem appeared a few days ago. I use SDP about 4 month (version 9.0, build 9016). Exchange Server version is 2013. The screenshot and the Support file at the attachment. Can you help me solve this problem?
Requester List Empty in Problem Module Only
When creating a new “Problem” in SDP (Ver. 9.0, 9020 – 9023) and attempting to add a Requester to the “Reported By” field, I am presented with an empty requester list. I have restarted the service/server, upgraded to the latest build, and confirmed that I can see the requesters from the other modules (IE: Incidents, changes, projects, solutions). It is just the Problems module that is the issue. Why can't I see the requester list?
remote control tool
We're adding psexec util to a remote control tool but it didn't show up in tech machine. In task manager we see that psexec is running, with user logged on tech PC, but programm didn't show up. the same situation with cmd and other executables.. what did I wrong?
Operation hours And Due Date
We have a problem with Operation hours (the problem started about a week ago) We have Operation hours from 09:00am to 06:00 pm Request was made at 04:59 pm and 4 hours SLA. System should move to the next business day but we sее that time solutions is 08:59 pm in this day... Today (10/27/2014) we have another problem. Request was made at 11:20 am and 1 hour SLA. And Due Date is 05:30 pm. But should be 12:20 am.....
Categories in CMDB as I can get all the information in asset
Hi I'm trying to figure out why when I enter a server in the Servers category asset Physicists can not see all the information, hardware and software? If you insert the virtual server in this information disappear ? How do I get to have two categories Physical and Virtual Server and have the list of software scanned ?
Assets-Creating Incidents/No Asset Available
Testing asset association with creating an incident. My goal would be when help desk tech creates an incident, performs a look-up of a requester; the Asset section auto populates with the asset information. Instead it shows "No Asset Available" (see attached) I created a relationship with the asset and the Requester in Assets. Any suggestion on why this field does not auto-populate?
Cant connect to ServiceDesk plus port 8080 externally
I can connect to port 8080, through my local lan and if I use free anonymous proxy site it works from any pc over the internet but if I just type my free dns name into browser it cant find page. Im using Ubuntu desktop 14 for the server.
Android Application
Hello; We have SDP 9.0 Build 9004. If device is in internal network, SDP Android app can connect to SDP successfully. If the device is outside of the company network, Android app can not connect to the application. Yes I know, you'll recommend me check firewall and gateway devices but they have been already checked many times. We can connect to SDP web interface with browser by using 80/443 ports from outside of company network successfully. So it proofs that 80/443 ports are open. Do you have any
Servicedesk Plus and attached documents
Hello We have a big problem, we can't open Attached files. When we try to open the Filename is shown as something like this 'FileDownload_jsp?module=Change&ID=157809&KEY=C1C01E1C-A572-4408-ACF9-466605A0D3E7&delete=false'. I did find the Attached File directyly on the Application Server and no problem opening that File. This is very important. Best Regards Reidun
Problem with saves from Database
I have a ServiceDesk environment in my company and I 'm trying to do a round of the database (SQL Server 2008 r2) but to reach 6 % of the saves out the following errors Java.io.IOException : Write Error - SDBackUP.Java : 1225, - SDBackUP.Java : 905 , - SDBackUP.Java : 353 , - Response Stream.Java : 67, - SharedSocked.java : 409 , - TDSCore.Java : 438 , - JTDSStatement.Java 176 I also get this error: Exception in thread " main" java.lang.OutOfMemoryError : Java heap space ..... I need help to solve
Dashboard Customization
I remember the dashboard is customizable beginning ver 9; however, I cannot find ways to add/remove reports to the dashboard now. Will someone tell me how to have the dashboard in edit mode? Thank you.
Remove Imported CI Fields From .CSV
I made my first attempt to import CIs via .csv into our Servicedesk Plus environment. This worked well, but was only a test. My problem now is that the additional fields that were created for that CI, which were the headers for each selected column in the .csv, are visible on any CI record in my environement (Including Technician/Requestor information) and even after deleting the particular CI/assets originally added, this is still the case. How do I remove these fields when they are not visible
ServiceDesk Plus SSL for an internal domain
I'm looking to implement SSL (Port 8080 or 8443) on an SDP installation running on servicedesk.domain.local . Can this be achieved with the tools provided or is there specific procedure? Whilst it's straight-forward to create a self-signed certificate using IIS, I'm not certain where to start with Tomcat. Thanks
Authentication error Active Directory
Hello , the problem with authentication with a domain account. The error in the user name or password. Import was successful. A uthentication Active Directory included .
Assets manager - wrong assign based on IP
We've start using Asseds manager and SDP agent to scan network for workstations and assign them to a users in SDP. In one hand it's a cool feature and helps IT technicians to do their work. In other hand, this feature didn't work well. After first install on my PC, it's fill all params with my PC's identification. I've chouse auto assign option and now my PC in SDP became really my pc ;)) After some days, my PC changed IP address (it's often cause when you've got a big network) and also (after agent
Next Page