"Technician Auto Assign" assigning tasks irrespective of technician availability
Hi Team, I have 3 shifts timings operating in my office. 1. Monday to Saturday Day shift operates from 9:30AM to 5:30PM 2. Tuesday to Sunday Day shift operates from 9:30AM to 5:30PM 3. Monday to Saturday Night shift operates from 4:00PM to 12:00AM I configured Email fetching and I need to configure the "Technician Auto Assign" feature, in such a way that, the emails received should be automatically assigned to the available technicians in a round robin basis. But the configuration doesn't seems
Problem with SDP from the outside
Hi, I'm having an issue with SDP from external access, not on the LAN. I've the server in my LAN and all users can access to it. But I've made a reverse proxy with nginx to access from DMZ to the server. I've made a subdomain of my domain and redirected to the DMZ proxy reverse. That DMZ proxy also redirect to my LAN Server. I think is a good idea to not expose the server to the internet. But in this scenario I've issues that sometimes the server don't respond from the external URL. I need help.
unable to restore data from fullbackup
I try to restore data to fresh SDP 9019 from fullbackup. I have a 3 backup files backup_postgres_9019_fullbackup_09_25_2014_15_00_part_1 backup_postgres_9019_fullbackup_09_25_2014_15_00_part_2 backup_postgres_9019_fullbackup_09_25_2014_15_00_part_3 When I run restoreData.bat there is possible to select only one filename, therefor I select first one. During restoring data I have a next errors, and the process is stoped and in ServiceDesk directory a lot of ***.sql files. ==== Please wait ! Deleting
AD Import on a Linux install
We have a fresh SDP install in a Linux environment. However, when I try to "Import Requesters from Active Directory," I receive an error that states; "Active Directory Authentication is not supported in the Non-Windows installation." How can I import requesters from AD, Enable AD Authentication, and Enable Pass-through Authentication? Thank you!
service desk opening with a blank page
service desk is opening with a blank page! any solutions / ideas?
Login Issues to SD+
Having a weird issue with SD+. New instance, fresh install, new server. Users have imported from AD fine. LDAP is configured and connecting fine. If I make a user on the SD+, instead of importing it, and log it in to Local, it works fine The Admin account works fine (on local) dB is MSSQL (same as the original instance) No account, be it a requester or technician, will log in with domain credentials, it just says "username or password incorrect" The same account still works fine on the original
HTTP status 500-
Getting the following error when connecting over vpn: java.lang.NullPointerException org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:2180) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810) com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:162) org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069) org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
Agent Configuration
Hi, We have deployed the asset agent to the computers with wrong information in the agent configuration. Now we replaced the ManageEngineAssetExplorerAgent.msi and only the new computers with the new agent are getting scanned at boot. Can somebody please edit and send the AgentConfiguration.vbs to me based on our settings. Please find the details below: If you require the AgentConfiguration.vbs, I can email it to you. Thanks. Rafeeq (rafeek4u@gmail.com)
Error when processing mail
I'm getting an Error when trying to process mail. I did try removing the message listed in the error that does not help. I end getting the same error on the next msg. Any pointers would be appreciated.
New Install - Failed To Start Server
New install on Cent 6.5 When I start run.sh I get "Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details" I'm not able to find the logs. The log files I do see aren't being written to.
Backupdata.bat fails
Backupdata.bat fails when I try to upgrade from 8000 to 8027. Returns ERROR = *Invalid object name "trace_xe_action_map".* I can not move forward with this upgrade until this is resolved.
Request does not fall under your permitted scope
Hoping someone can answer this for me. I've got a couple of requesters who cannot see requests/incidents created in their name. All other requesters have no problem. Clicking on the email link they receive when a request has been created and they are told 'Request does not fall under your permitted scope' I've re-created their SD accounts but that hasn't worked. They are not technicians Running version 8.2.0 Build 8212 Any ideas? Thanks
Creating New Users/Requesters - Not emailing user information
We are trying to set up multiple users. We did this individually and out of the 53 users we set up, only 4 sent the email to the new user to set up their account. We have tried removing and resetting up the users to make sure everything was ok, but no luck. We would like to implement this ASAP as we are already behind our original kickoff date. Does anyone have any suggestions as to what else we can do? Thank you in advance for any and all assistance. ~Shannon
Automating Ticket Creation
I have several database servers that I would like to track the type and number of specific issues for each server and then of course, track the time and resources expended to resolve the issue. I have set up my jobs to send an email to helpdesk@afrmic.com when a job failure occurs. The idea of course, is to have the help desk system generate a ticket from that email. The sender of the email will be the server name. I have tested this a few times and not only does a ticket not get created I do not
Error when restoring production data to a test environment
we are setting up a Test environment but every time we restore the backdata taken from our prodcuetion environment we get the error "java.sql.SQLException: Cannot find the object "CIType_603" because it does not e xist or you do not have permissions." Out test environment is the same build version as the backupdata from our the production server we are using an MS SQL Server Any ideas?
License Renewal
Hi there, Until recently we've been licensed for 10 technicians in ServiceDesk. We had this license because we had 6 technicians but one of those technicians are no longer with us, so it was my understanding that we could use the free license for up to 5 technicians. Our license was due for renewal but I was advised by our vendor that we didn't need to do anything further as we only have the 5 technicians. Unfortunately as of today we can no longer login as any of our technicians, or the admin
Event ID 0 from source PostgreSQL
The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. had this problem after restart got it fixed but it may come again please advice the fix. regards
Confused about SDP Exchange integration
So it appears SDP does not support normal Exchange integration like our last help desk product did. It only supports POP or IMAP. That doesn't like like too big of an issue (for us) as we run our own Exchange environment and I think we can secure it well enough. I am confused about the mail fetching though, SDP says "create a separate mail account and alias it to this mail ID". We have one helpdesk mail (helpdesk@xxxx.org) and want the users' mail to create a ticket (request) if they mail to helpdesk@xxxx.org.
File Not Found after moving fileattachment store
Due to the excessive size of the fileattachments folder we had to move our SDP installation from C Drive to a new D Drive. After this move we have found that all (if there are exceptions to this they haven't been found) old attachments cannot be opened and some new calls are experiencing the same issue. This move was done by another technician in around August. When I browse D:\ManageEngine\ServiceDesk\FileAttachments\Request, I can see Aug2013, Oct2013 and Sep2013 folders. When I attempt
After upgrade 9018 no Filter field in Assets
Hello There is no FILTER field in Asstets after upgrade to 9018 (from 9013) Regards, Dmitry
Upgrade servicedesk plus 8008 to 8217
Trying to upgrade from build 8008 to 8217 and get the error "The file is not compatible with this product." Is there another service pack between these two versions so I may continue the upgrade path to the newest release? Thank you. Harry Seto
Get number if today resolved request via rest api
Hello, I am looking for solution to get number of today resolved requests or list of resolved requests via rest api. Now I successfully using GET_REQUEST with pre-defined custom filters, but in filters I cannot set current date, only fixed value. Is there any decision?
Mail Server - Sending outgoing mail failing
Hi, We have the following issue: we are using Gmail as the test server for the testing and for the first couple of weeks the email sending has been working great. For no apparent reason, it stopped working and no replies or notification mails can be sent anymore. From the logs I found the following error: Caused by: javax.mail.MessagingException: Exception reading response; nested exception is: javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? Email fetching works OK,
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
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