Configuring the Pass Through Authentication in ServiceDesk plus v.9
Hello Support Team, I enabled Pass Through Authentication on Service Desk plus v.9 I didnt' create a new computer account with the script but I used the account already created during the join on the domain of the server. I set the password of computer account with the script "Setcomputerpass.vbs" and now I have this scenario: --> Signle Sign-On function with the active directory user login --> When I try to access on the server where Service Desk is installed, I get the following error: "The trust
Infinite Ticket Loop from Email
Here's our situation. We've had an email address called "helpdesk@domain.com" that users can send e-mail to and open tickets. This works fine. This morning we had a user send a ticket to helpdesk@domain.com and that opened a ticket with our Helpdesk. However this ticket should have gone to our Unix team. What we did was changed the Group to Unix (unix@domain.com) and our technician worked the ticket. The problem happened when he hit "Reply" button and it populated the TO: field with the Requester
Unable to assotiate group to template
Good day! When i try to associate group written in russian to any template (incident or service) i get message "Template saved successfully" but after page refreshing i dont see any associated group. When group is written in english - all is ok. SD v.9004
ServiceDesk Plus upgrade from 8217 to 9.0 version FAILED
Dear everyone, There is an error when we upgrade SDP 8217 version to 9.0 version. We have a disturbance about rollback update process. Anyone have an idea? What is reason of this problem? Thanks & regards, Hien
Missing clients in Service Request forms for technicians
Hi. We have SD+ 8.2.17 and we have synchronized it with our AD. With my administrator credentials when I create a new service request, I can select the calling client, any calling client, from a list with all clients (users). Some of the technicials, who don't have administrator privileges on the system, can't see ALL the clients. They can see most of our clients, but can't see ALL of them, no matter HOW they search for them (name, login name, dept. etc.). When I study the parameters of a client
Problem with russian characters
Hello! I'm using ManageEngine ServiceDeskPlus 9.0.9006 with Postgresql. I have two problems with it: 1. Search requesters by name (Admin - Users - Requesters) don't work when i use russian characters. Example: "Иванов" - don't work, "Ivanov" - work. 2. Only english alphabet (Admin - Users - Requesters) in requesters filter. English names starts with A,B,C,D etc, russian names starts with А,Б,В,Г etc. I can't filter russian names with english alphabet, i need russian alphabet.
Unable to restore DB in build 8107
Hello, We are preparing to migrate our ServiceDesk from a Windows 2003 server to a Windows 2008 R2. We already installed the same version on the new server, 8.1.0 Build 8107 however the database restore is failing with the error below. We are using a full db backup file which includes attachments. After it came back to the \bin> prompt the application is unable to start basically forcing us to reinstall. Any help will be appreciated. Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
Auto Assign technician still assigning tickets.
I am having a problem where I have a technician set to be on vacation and Auto Assign is still assigning tickets to them
Could not delete service fields in form designer (Service Catalog)
Hi! There is a limit, up to 24 text fields, that I can create inside one service category. What shall I do, if I exceeded this limit? How can I delete some fields, that I don't need?
Viewing all open requests
We have a manger who wants to view all requests in our Servicedesk system - we don't have an issue with this, but have hit a couple of stumbling blocks. Firstly, we have a 5 user licence and 5 technicians, so I can't make him a Technician. As a 'Requester' I've changed the 'Requester allowed to View' setting to "Show all their Site requests" - this gets me some of the way and allows him to see some, but not all, of the requests. The problem seems to be with the 'Site' setting. Some of the requests
CCed user being automatically copied to all technician's replies.
Dear all, There seems to be a new messaging rule or bug in Manage Engine starting from 8217 or 9xxx. If the original service request was sent by Requestor A & CCed to B, all replies by the technician to the requestor will automatically include the original CCed party (B) by default. This can sometimes lead to some confusion or unwanted attention from the CCed party. Is there a way to disable this ? I am still on 9006 build as I don't see any changelog on this in #9007. Build : 9006 DB: MS SQL 2008
unmanaged group
Hello, we have some sites and some tech support groups linked to sites. One group was suddenly "moved" into other site, and I cant do anything with it. When I trying to open it, i see error 500: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Search Result Inaccurate
Search function have issue. Search common words, it come out inaccurate result. But for searching less result words, it show properly. Notice that it show 500 maximum search result only.
"Could not scan the disposed and expired asset" on non-existing asset
Trying to scan a workstation to add but I'm getting the error: "Could not scan the disposed and expired asset". This asset isn't searchable and doesn't appear in the list of disposed or expired machines.
Undelete a Request
Hi, I've accidentally hit delete on a request (whoops!) How can I perform an undelete to recover it?
Error update ServiceDesk Plus 9006 --->>> 9007
Unable to start the DB. Possibly server is running if so Please shutdown the server (or) Previous upgrade is failed and the message for the same will be displayed in the Command Prompt Connect to DB - yes ServiceDesk - shutdown - yes ????/
Mail Fetching Error - Delayed
Greetings, I am running a trial version of service desk and i am getting the following error while fetching emails. Mail fetcing is delayed ....due to start time and finish time is ZERO I restarted the server and it worked for an hour or two and then stopped with the same error. My Server time is correct. I am not sure how to fix this.
Update problem 8209 to newest ver (8210 or 8212)
Hello ,i have a problem, when i`am try to update a service desk from 8209 to newest ver (8210 or 8212) have a error with message "bla bla go to our web site" and read how to backup and restore data.... log folder attach to this discussion.to this vers update normal . Hope you may help me :) Thanks.
Search broken & unable to rebuild index
Hi, unfortunately, I am also affected by the search malfunction after update to 9003. I have tried to run the index rebuild, however, it seems there is a bad typo in the batch or elsewhere as it keeps on failing. I have registered an env. variable pointing to JRE folder successfully with still no luck. Could you please advise? SD+ version: Your Version : 9.0 Build 9003 The Support section - Scheduled Activities says: 7201 LuceneIndexerSchedule 2014-03-27 21:52:29.657 2014-03-27 21:50:29.657 2014-03-27
Robotechnician not reseting passwords
I tried these steps: 1) Under Admin -->> WindowsDomainScan, make sure you have provided the right credentials to reach the Domain controller. - tested this by making sure i could import user objects from AD successfully. 2) Under Admin-->> RoboTechnician you have configured the settings and set the status as "Enabled". status is set to "enabled" 3) Make sure ROBO - PASSWORD_RESET template is selected when you are creating the Request. verified that we're using the correct template. 4) Make sure the
MySQL upgrade
Good day! We are using SD v9004 but MySQL version is very old - 4.1.18. Is it possible to upgrade MySQL to latest supported version (as i know it is 5.1.50) and what are the right steps? We have tried to uninstall our current version and install v.8121 (its the last version which supports MySQL installation and use MySQL 5.1.50). And after that we have installed all neccessary service packs to upgrade to 9004. After that we have used our backup for information restoring. All seems fine - SD have
SSO Issue Two Logins
Dear all, I have installed Manage Engine on a Windows Server 2008R2. Build is the latest 9.0 Build 9006. Everything works as it should except the SSO login with the windows-credentials. When I open the webinterface, it comes up with a login screen from windows, I insert my user credentials and will be forwarded to the login screen from SD+ itself. There I have to insert the credentials again. After that, I am succesfully logged on to the application. I have tried different browser, but still the
Request assign notification not sent from time to time
Here is scenario: request created via web with default technician group set and in most cases technician from this default group picks up request or it is assigned by manager - notifications sent without any problem. By sometimes request is for another group and when manager assigns technician (from other than default group) SDP won't sent notification to technician (and what is strange - not always happens like that). All notification rules seems to be fine - this another group technician is not
Asset Computer Detail
Hi All, Thank you in advance for your help. Below are my questions: 1. In the servicedesk, asset menu, the computer have alot of detail when i did the scanning, like memory bank, VGA, etc. Is there away not to display the detail information? or is there away to limit the scanning to what i want? 2. Just a suggestion to the manageengine support, is it possible to give feature to choose which information that client want to see from asset menu. once again thank you for your help.
Error starting Servicedesk Plus
I'm running Servicedesk Plus in Windows Enterprise inside Vmware. If I shutdown Servicedesk and start again with "Servicedesk Server" I can't see anything happening. Running "run.bat" Servicedesk goes up but I can see error: Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties even though that file is inside this directory. Last line in DOS window last line is "Please Connect your Client at Http:/localhost:8080" but soon as I close that DOS promt Servicedesk goes down. Only way to start
Request Summary - Out by a day
Hey Since daylights savings, we're having an issue where our request summary page is out by a day. Sunday's should be on Monday's for example Anyone else experiencing this ? we're based in Adelaide, South Australia
SD+ iPad Application - Assiging Technitians to unassgined tickets
Hello, Finally after the SD+ iPad application update on 4/2/14 we were able to sign into the SD+ iPAd application because it now supports HTTPS. I was browsing the application and a ticket had come in. I selected the ticket and went to assign it to a technician and received the following error: Error No detail is available for Technician groups in site:(My Site) Any ideas on why this is happening? Service Desk + v9 Build 9003 Windows Server 2008 R2 SD+ iPad App v2.1
Email Fetching Problem - RE, FW, CC
We would like to start using email fetching to create new requests when emails come into our helpdesk mailbox. We would like new requests to be created only from users within all "3" of our domains (Ex. myname@domain1.org, myname@domain2,org, and myname@domain3.org). We would like no emails from outside of our domain. The problem is new requests are being created from email replies, forwarded emails, and CC emails. How can we fix this? Also how can we stop emails from being created by certain staff
sdp 9 - win 2012 R2 / sql server 2012 / Event id 7024
Hello All; I have just installed SDP 9 to avaluate on a Windows Server 2012 R2 and configured an existing remote SQL Server 2012 for database. There is no db access problem. ... but the problem is that manageengineservicedeskplus service stops and Event id 7024 is displayed. It says; The ManageEngine ServiceDesk Plus service terminated with the following service-specific error: Incorrect function. I don't think that I did something wrong. All regional settings of my windows Server is set as "English/US".
Asset Name without workgroup
Is it possible for the asset name to not show the workgroup name? We do not use AD and our assets show up as Name.Workgroup. In order to connect remotely we have to remove the workgrop from the name.
Widget title field is trimmed
Good day! We have a problem in Firefox v. 24.0-28.0: widget title field is trimmed. All apps are switched off. In IE all is OK. SD v. 9003
history tab - sort problem
When made some changes in request, all changes saved in history tab and sort by date\time order. That's ok. But the problem is, when you change to much settings it sort it random. ex: My changes in order: 1. urgency 2. consequence 3. category 4. sub category 5. item 6. technician but in history it will show (some times it in right order) 1. urgency 2. consequence 3. category 4. sub category 5. item 6. technician but some times it show in random order sub category Подкатегория изменено с ---- на Права
Custom Views not Displaying all Custom Field Items
We are using SDP 9 and MS SQL. We're having an issue with custom views where we have defined an additional custom incident field and want to define a custom view that sorts based on that field. Below is how we have the "SubProduct/Service" field setup in the additional incidents field we have 4 items we've defined: When we try to create a custom view based on the "SubProduct/Service" we do not see all the items or values defined: When defining a custom view, the SubProduct/Service field should let
notification template
Good day, how you can add a notification template? Can I create my own notifications if so, how? There are no buttons or what .... I press the save button, but my template does not appear the field where you can put a check mark to apply this alert. Manage Engine sevice desk 8.2.0 8214
Service Desk 8.2.0 Build 8212 is not detected installed software properly.
Service Desk 8.2.0 Build 8212 is not detected installed software properly. We have Microsoft Visual Studio Ultimate 2012 is installed on some of our machines. SD is reporting that Microsoft Visual Studio Professional, Premium, and Ultimate are installed on those machines. I looked at the installed software on those machines in the Control Panel and they list: Microsoft Visual Studio Ultimate 2012 Version 11.0.50727.26 In SD under Software > Scanned Software > Microsoft Visual Studio Professional
Mail Server Fetching drops after update to 9001
Hi, We recently upgraded to 9000 and then 9001(we needed the action menu). Since then we have been experiencing a lot of trouble with mail fetching. It stops and does not come back. A restart of the Manageengine service does not always bring it back so we have to resort to rebooting the server. The event viewer does not show anything and the last time mail was fetched is not shown. What can I use to monitor this to see what is going on? Thanks, Jonathan
SD+ smtp issues with Exchange 2010
I've been reading through the articles here and haven't quite found my prolblem, so forgive me if I missed something and it's already asked and answered. But we have a POP account picking up emails and turning them in to tickets, no problem at all. However, the outgoing notifications do not work. We know that the settings are correct, in fact they worked for a short time before they stopped altogether. I've tried all the settings I could think of to hit our mail server, both internally and externally,
SD+ from .9002 to 9.003 upgrade problem
During upgrade from 9.002 to 9.003 I got a meesage: "Failure , Please check the link http://www.manageengine.com/products/service-desk/upgradefailure.html" and upgrade process stops. Please advice what to do? We use MSSQL but details notes in log file (attached below) is related to MySQL???. Regards W.O.
SLA for Service Catalog
Hi, I set the SLA for Service Requests like below. However, it doesn't seem to be assigned to any Service Requests submitted and the Dueby Date for the request is not changed. I don't know what's the problem as this SLA for Service Requests is really different with the SLA for Incidents. SLA for Service Requests submitted from Web Portal seems not working. Really appreciate your help! Best Regards, Nicole
How can i let my clients enter without login to see they´re request?
Hi i have this question. How can i let the clients enter to the service desk without login to check solutions and see they requests? im using 7.6.0 Build 7603. Thanks A lot!!!
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