Is search broken in SDP 9?
We recently upgraded to 9002. We've noticed that when searching the Solutions module, the search results hardly match what we're searching for. For example, We have a solution titled "Rename computer from command line". When we search for "rename computer command line" Here's the top 2 search results when I perform this search: Out of the 214 results, the item I was searching for isn't even in the results. And here's the actual solutions item: The only way I found this article was by browsing by
Not able to make the Hyperlink working in Request description field
I.m not able to make it working here neither actually... is it any setting in the browser? gotogoogle
My application is hosted in http link but in notification mail it is coming in https & getting problem to open link
My application is hosted in http link but in notification mail it is coming in https & getting problem to open link My application link is http://s184019f:81 but in mail it coming like below & user getting trouble to open it. https://s184019f:81/WorkOrder.do?woMode=viewWO&woID=1202226
ServiceDesk Plus Service Catalogue Category - 500 error when trying to 'Add Service'
(Asked in respect to ServiceDesk Plus 9008) Apologies if this is covered somewhere else, but I am experiencing a http 500 error trying to 'Add Service' to Business Services in the Service Catalogue. I uploaded the Business Services through the CMDB CI upload and have added the images through the Service Catalogue 'Manage' 'Service Categories' area successfully without errors, but it looks like if I upload them through the CMDB, certain database entries are not getting created that are required
Duplicating milestones
Running SDP 8210 enterprise We have a number of projects with identical milestones & rollup tasks within them. I can’t see a way to ‘duplicate’ a project or even copy & paste between projects to save time. Is there a special permission needed for this or is the feature not available? The user has Project manager role. Wayne
REST API for fetching technicians does not seem to work correctly
Hi, As part of a PoC, I have SDP 9.0 Build 9018 installed on my desktop. I'm trying to verify the functionality of REST API to fetch technicians from SDP. It seems the API not working as expected. Here are the steps to reproduce the issue I'm facing. Before starting I have create a Site called 'Chicago' and a support group called 'Software Problems' in Chicago. And I'm using the following URL to fetch the technicians http://localhost:8080/sdpapi/technician/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=32434842-1E8F-498F-8A32-966836A6247B&INPUT_DATA=<Operation><Details><siteName></siteName><groupid></groupid></Details></Operation>
Failed to located authority for name
Hi Guys, Our pass-through authentication suddenly stopped working. We now receive a login prompt from Internet Explorer itself asking for our login details on the ServiceDesk server. We can bypass this by pressing cancel, which takes us to the ServiceDesk login page. Looking at the sso logs, I can see this: 2014-06-02 08:39:28: HttpSecurityService: Failed to locate authority for name: <domaincontroller>.<domain>.com Service desk can successfully add the computer account, and search all
Task templates
When setting up new task templates we can only choose from the default sites group list. Is this by design?
Backup Failing
We are receiving this error when trying to backup. We are using SDP version 9.0 and using MSSQL. Any assistance is appreciated. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.util.zip.ZipException: ZIP file must have at least one entry at java.util.zip.ZipOutputStream.finish(Unknown
Mail Fetch Deletion Not Working (IMAP & Groupwise)
Hello, We are able to fetch email for the helpdesk account created for servicedesk plus, but it is not deleting the email so every time it fetches email it creates the same ticket over and over again.... Is there something I am missing here? Why is the servicedesk plus server not deleting the incoming email once it fetches???? Thanks! John
Add Reminder feature not working properly
We are having an issue with the "Add Reminder" feature within a ticket, located under the Actions menu. When the "Email me before" option is set to Never, our technicians do not receive any sort of notification on the time they specified. Once we set the field to "15 minutes, 30 minutes, 45 minutes,...,etc," then the feature works as it should and sends an e-mail to the technician who set the reminder. It seems like this feature should send out an e-mail on the date and time specified if "E-mail
Once a Change Role name is customized it cannot be changed back to default in Reports and Column Chooser
Apologies if this is mentioned elsewhere. Scanned known issues and forums briefly... (Reported with respect to ServiceDesk Plus 9003) Behaviour Where once a Change Role is given a custom label and then the custom label is reverted to the original in the Admin configuration, the Reports and Column Chooser modules still call it by the former custom label instead of the default label it has been returned to (while the ‘Change Roles’ field in the Change Records actually represents the default label
Please Help! Product Type is wrong, can't move to different CI
HI, We have following asset in our company. Cisco Catalyst 3750_Series (Host Name: ABC-1) Product type is Switch. Before we did the scan, we imported all our assets via CSV file. We imported in CI type: Router We didn't notice that Cisco Catalyst 3750_Series were within other router info. (ABC-1 is registered as Router with product Name; Cat 3750_Series ) When we scan the device(select the device and scan), Product Type was changed to SWITCH. (which is good!) However, I can't see the device info
URGENT: Delay in fetching emails (Ref # 7118187)
Hi Team, We are using Servicedesk plus professional edition (Build 9018 & Database : PGSQL) and having the below issue: Emails are getting fetched after 15 – 20 minutes even when the mail fetching time is set to “1 min”. I’ve attached the support file after following the below steps: 1. Clicked on the Admin tab --> Mail Server Settings --> Clicked Stop Fetching. 2. Clicked on save, and found the below error. Error received: FAILURE :E-mail settings saved successfully. But error occurred while trying
change issue
We created a standard change. The change manager is set. In the implementation phase there is one task. The change manager set the change to complete status but forgot to set a task to 100% complete. When we now finish the review we want to close the change we get an error that we cannot close because there is still a task that is not 100% complete. We can no longer edit the task to show it is 100% complete. How can I fix this? I need to move the status back to implementation but I cannot see any
Live Chat
I am having an issue with Live Chat not converting to a request when clicking on convert to request. If the agent does not answer on the allotted time frame it will generate a request. Is there something I need to set up in order for live chat to convert to request? Thanks in advance, Mike
Disappearing Email Addresses for Support Reps
I've had an ongoing issue for over a year. The email address spontaneously disappears for certain support reps. It appears to be a problem with users that get added as a contact and are also a support rep. Some of our support reps serve a dual purpose and complete requests as well as send emails that get created as a request. I can't find a solution for this problem. I log in one day and look at the list of reps and they all have email addresses and then the next day two may be missing and I
Update Subcategory and old records
Hi. Recently we changed our subcategories, How can we set the new subcategories to the old records (Incident/Request)?
tech cannot create and assign ticket to herself
One of my techs cannot create and assign a ticket to herself. She gets an error "You cannot create a request for this user, the user belongs to a site for which you do not have access" We are not using sites. I have checked the support group and it is set to allow user to view all tickets I compared the tech account to other accounts for other techs and all seems to be set up the same. Can someone offer some advise to figure this out?
Fail to upgrade ServiceDesk 8217 to 9
Hi, Im trying to upgrade my SD+ build 8217 to 9 using the following ppm file: ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0.ppm But after the backup, Im getting this error: SD+ is running on Windows 2003 server and using SQL as DB Could someone help me, please? Below the error inside updatemgrlog.txt Thanks Paulo Santos Aug 13, 2014 1:15:31 PM [SYSOUT] [INFO] : stopping DB Server >>>>> false Aug 13, 2014 1:15:31 PM [SYSOUT] [INFO] : Aug 13, 2014 1:15:32 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil]
search not returning results after date
Hi, Is there a way to tell the system to reindex the search? We're not getting any search results on requests after the 15th of July. On MS SQL, 9.00 Build 9008.
LDAP authentication
Hi, I have a problem , i import users from LDAP and then i want to add new Requesters by my self . but when i add new users , how can i Authenticate these users to LDAP?
Exclude Assets from Scan
Is there a way to exclude specific computers from the Asset scan as i have some assets with a specific Type like "Unmanaged servers " need to exclude them from the scan .I didn't have a specific group for them in the AD but the comman factor between them is their Type So please advice.
Ticket with Closed Status non Core, appear in Open Tickets
We update the SDP, to Su Versión : 9.0 Build 9017 In the past we create a new state "Failed in Q.A." how a state equal to closed, but with the update this ticket now appear in the "open" status Queries in the query for pending issue appear this State.
Product Names
I am having an issue with product names. In my organization we have two product types for printers. One is called "printers" which is used for printers connected to our network. The other is called "local printers" for printers connected directly to a PC. We are unable to use the model number for a product name for both areas. For example we have a large number of Dell 2330dn printers. Some of these printers are connected to the network and scan in. Some are connected directly to computers
Cannot reindex solutions
Since the upgrade to 9.0 searching for solutions has been periodically failing. I upgraded to 9005 last week and the search has gotten much better, however I still cannot find any older solutions in a search. When I look in the LuceneIndex\Solution_index folder I see the files were last modified on 4/3/2014. How often does the search indexing run? Can I manually reindex the solutions? I tried to run "reindexdata.bat Solutions" (from the bin folder) and I get "The system cannot find the path specified".
Mail Fetching Status Automatically "STOPPED"
Hi Team, Would request to please help, as I am facing issue in "Mail Server Setting" module. As my SDP mail fetching status automatically goes in "STOPPED" status post refreshing the page. Screenshot attached for your kind reference. Thanks Satyam Kunal
NTLMV2 and Blank Page - SDP
Hello, We performed an upgrade to Service Desk which didnt work, we restored an earlier VM that has SD installed, But when we open the page, it goes to "http://server:8080/ntlmv2" and the page is blank, If we try to sign in with the server app, it goes to localhost/ntlmv2. There is no way to logon, Is there any way to fix this?!?
inaccurate fields required error
When I try to close a ticket from the main request tab, it gives me the following error. "FAILURE :Following Request(s) - 682 cannot be closed. Please fill the following fields -Level, Technician, Group, Priority, Description, Resolution" Though some of these fields need to be filled out, not all of them are required. Some of the fields mentioned are filled out.
Getting list of unassigned requests via API
Hi, I'm trying to get a list of requests via the rest API: https://servicedesk.xxxxx.com/sdpapi/request/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=xxxxxxx This is giving me the following error though: <operation name="GET"> <result> <status> Failed </status> <message> Error when parsing input XML elements - null - null </message> </result> </operation> Does anyone know what I need to enter to get a list of unassigned requests?
application hangs after changing Database
I have recently installed SDP on a VM server and it's working but when i change the database to a mysql server that is already installed i get stuck on the application layer - i need to configure it to run on the existing mysql Run.bat show me this error. The Mysql folder is located in C drive - i have admin access on the machine - can you let me know what's causing this error. Thanks.
AD import
No one answers here https://forums.manageengine.com/topic/business-rules-problem so I decided to start a new thread ;)) The problem Is, when I import users from AD, SDP didn't create new departments (only new sites)...because of that, I can't use business rules to modify request on departments assign..
New installation with MS SQL Express 2012
Trying to move the whole setup to a new server. Old build is 8208. New server with Win2012R2. Setup MSSQL Express 2012 with default settings. Created SQL user (ServiceDeskPlus) with sysadmin role. Did not create any database. Did go through the whole setup with the regular parameters. No error messages. However, when finishing the installation and going to http://localhost, nothing shows up. Service is running. No real error messages visible in various log directories (where should I look?). Only
Email Commands - Config Location
We're evaluating a change from Spiceworks to hosted SD+. One thing we've used a lot is the "Ticket Anywhere" feature where a technician can email a reply with commands to close, change priority, assign to another technician, etc. I see that a feature like this is supposed to exist, but I can't seem to find anywhere the place to configure this. I also have tried to send in email with commands and they don't seem to get applied. How do I get this to work in SD+?
Issue when moving SDP to new server.
I have installed and patched SDP on a new server. Performed a backup on the old server and restored to new server. Now the new server will not start. Also, the old server will not start anymore. Executing the run.bat file produces this error: PPM Installation failed. Please contact the support team. Same error on both servers. Thanks.........
Requester accounts
We currently have active directory authentication enabled in our environment. This is functioning normally and allowing our requesters to sign in to ManageEngine with their network credentials. However, some users have entered their username as their e-mail address and that also allows them to access the system. The problem with this is we are now seeing duplicates in the requester list. For example: username: jdoe domain: MDRT e-mail address: jdoe@mdrt.org The requester list shows two separate
Installing MESD and error with MSSQL
I am doing a new install of the MESD and this is the second install but I keep getting the same error message "Error in MSSQL Configuring" during the installion process This is the parameters I used during the configuration: Hostname: nimcservicedesk Port: 3306 Database: Servicedesk Username and Password are the same
remote desktop agent and Microsoft Office
When using the remote desktop agent in Servicedesk Plus we cannot see the menu that comes up when clicking on the Office icon at the top left in Word or Excel. The user sees the menu as normal but the technician cannot see the menu.
ServiceDesk Change - 'Notify' composition window 'Font Color' or 'Background color' format button 'HTTP Status 404' Error
(ServiceDesk Plus 9003 Enterprise) Issue: Using the Change 'Notify' composition window, selecting either Description field 'Font Color' or 'Background Color' buttons results in an 'HTTP Status 404' error embedded within the window Description field. The 404 error overlays the Description field area of the composition window (Description text is visible through the transparant background of the error message), and although the Description cannot be edited, the "To", "Cc" and "Subject" fields are still
What are user credentials when user was created throuh e-mail
Hello! I created а user through email (create new request through email from а user who doesn't have account at the Portal). User's account automatically was created at the Portal. It has login like email (user@demo.local) and null domain. Then I tried to log in with user@demo.local and email's password with local authentication. But I can't log in. What password and "log on to" method I will need to use? Or how do I get the password?
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