Issue with the description field
Writing this post to know if someone has already faced this issue before and if we can get some help to fix it: Some customers reported us that the description field is not visible (requester view) for one incident templates we've created. After checking, the field is setup as mandatory and should be visible by the requester. We've contacted the support and tried to fix the problem by simply save again the incident template. It seemed to worked but actually the problem now appears on an different
Sort Support Groups
Hi, After we add an additional groups, its appears as an unsorted in the group field of the Request Template, if there is anyway to sort the list Support Groups?
Double Login
Greetings All, So, I've deployed the latest version of ServiceDesk in our organization. Unfortunately, there is an annoying issue that has persisted even after upgrading to the newest version. This issue is that when you access the Help Desk page (say, helpdesk.organization.com), you get a username / password pop-up box. So, you put in your domain credentials (ServiceDesk is configured to sync with Active Directory) and the password box goes away and drops you off at the "Login to ServiceDesk"
Browser logon
Hi all we are running Servicedesk Plus 8.2.0 And Im allways wondreing why we see an logon popup before the real logon from servicedesk is appearing. This first logon popup we only need to cancel and type in the logon data in the next service desk logon. Any idea how we can disable this first logon windows. It seems it comming from the webserver servicedesk is using. Thanks all
SNMP scan failing
Have enabled printers with SNMP with read access with credentials. When we choose to scan asset it is failing - cannot connect to SNMP Agent or credential is not configured. It is inventoring but doesn't function to place in correct asset location as a printer for example. Have put in creditials and tried scanning and it still fails. What needs to be changed in order for this to accept the creditials. Is there a configuration in the printer settings that needs to be opened? Thanks, Gayla Alderette
Error while trying to instantiate SQLGeneratir... - BackupData
Hi, When i run BackupData.bat it gives me an error but it finish the backup, until now i haven't try to restore, so i don't know if it will. What error is this and why it happens? Can you Help? I'm on Enterprise version under evaluation period (waiting for the license). Info: Active DB Server = mssql Database connectionProp : null Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.SQLGener ator java.lang.InstantiationException: com.adventnet.db.adapter.SQLGenerator Database started
j_security_check;jsessionid MAnageEngine error while login to servicedesk portal
Hi Team, We have ManageEngine servicedesk plus installed in our environment. We are facing the below error while login to servicedesk URL, http://xxx/j_security_check;jsessionid=DE2B2D8CD1126C1EA470B16640512F46 Please let me know if anyone have the solution for this ? Thanks, Amol
dont reopen request if i a technician
Hi colleagues, Please help me, if im an technician, i dont reopen my request whis was resolved, but if i user reopen is work, heeeelp! Thanks!
Can not convert mysql to sql server 2008
Hello admin, I'm using ServiceDesk Plus version 8.2 build 8212 I implemented step by step below The following is the procedure to migrate your ServiceDesk Plus database from MYSQL to MSSQL. Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data and configuration under MYSQL database. From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat
Saving signature
Since once of the latest updates our signatures disappeared when we replied on calls. I have solved this problem by editing the reply template. Now I am trying to change my signature because the information in it is incorrect. Whenever I save my signature, it will refresh the screen and my old signature appears. I was able to add an character, but a complete change would not be saved. First, the error during saving was that NTLM authentication was failed. This isn't right, because i am logged in
Is there a way for Service Desk Plus can create a request based on email sent to its email address
Hi, I was looking at service desk plus and under the mail server settings exist an incoming tab that has the following: Mail Fetching status: stopped so I clicked start fetching and it is now fetching. I sent an email to the incoming email address but do not see an email notification that I received an email. I see the following: During mail fetching, ManageEngine ServiceDesk Plus will delete e-mail messages for the mail account in the mail server. Hence create a separate mail account and alias
Asset Management
I have 24 software items that show up in "Under Licensed” yet I have the number Purchased equaling the number installed. The Icon shows green as compliant so I do not know why it is on this list. I also have one software that is over licensed on the under licensed list. The pie graph shows the under licensed section as well. I am going through an asset audit next week and this will really hurt my numbers. Any ideas? I am on Service Desk Plus 8.2.0 Build 8206
Creating a new category tree
Hi, We have had ServiceDesk for a while now and we have dicided to change the category structure totally. Have you have any customer who have done this and what is best practise? I mean is it best to just create the new structure and leave the old request with the old categorys? Or will the old requests categorys disapear? Or do we have to re-categorize all old request? many questions :)
Unable to enter national characters in SDP topic and problem description [IE8, SDP8214]
Hello, I'm unable to enter national characters (such as ąĄńŃ etc.) into incident topic or description while using IE8. There is no problem in Firefox v26 or chrome v32. I'm testing SDP version 8214.
Issue for enable robo technician
Greetings. When we tried to setup SD+ with the 64bit exe, and tried to apply our license with Robo Technician enabled, shows that the RT function it's not available, but, if we setup SD+ with the 32bit exe, the license applies without issues, enabling the RT function. We tested the above with Win 2008 R2 64 bit env. Do we need to request a correction in our license? Regards.
Remote software
Hello Guys, I was wondering if you could shed some light on an issue we are having here. We have Ultra VNC installed on our 200+ machines as well as the manageengine audit tool with the meeting software however we cannot remote on using the agent or VNC as an error occurs. The VNC option looks like it connects but gets stuck. The only firewall we use as a business is F-Secure and we do have a group proxy. Any ideas?
site cannot be added
I am attempting to add a second site and I get the following message FAILURE :One of the value with which the site is added depends on an object which does not exist. Hence this site cannot be added. I am not sure where to go from here. help appreciated.
SDP 8017 "Pass-through" Authentication Problem
Hello. I've installed SDP 8017 on Windows XP Pro in my local domain. But i didn't find any solutions for "Pass-through" Authentication. Import requestors from AD works fine. Authentification from AD also works perfect. Pass-through authentification option enabled successfully (computer account on DC is created and password to it set right). But then i try open SDP URL in browser apear a window with login/password request thereafter follows redirection to login page. SDP 76011 with the same parameters
ServiceDesk hangs on startup
I installed SD a few minutes ago. The Progress bar stops at about 90 percent and nothing happens. Yesterday i tried it and wait about 2 hours but nothing happens. Today i installed it again.
Different groups, different emails
I've got few support groups, but when SDP+was implemented, we've using only in IT dep, by now, this SD service needs to be implemented to a different departments, such as security. So we've created another email in Exchange 2010 called sb.support2@company.com that is forwarded to it@company.com (primary email in SDP+) I've made some settings in group - screenshot 1.jpg But run into few problems: (when I send email to a sb.support2) 1. No email notification uppon registration\editing\etc.. request
API to fill in a Service Catalog
Can I create a request (the request is actually a Service Catalog request) and populate it, specially the User Defined Fields (UDF) from the Service Catalog. As I can see from the configuration wizard there is API for: reqTemplate and UDF Alias Name, does the reqTemplate include Service Catalog template ? Thanks for your help
Technican problems
We originally ran out of licenses and I imported several additional technicians. I now need to make these technicians able to login to the system now that we have purchased additional licenses but it does not appear to be pulling the login and domain from AD when importing (those fields are blank in the requesters tab). I also deleted a technician and need to re-add this user to the system but the account does not appear as a requester when importing from AD
Unassigned Requests - Email notification
Trying to understand on how to get Unassigned Requests email selected Technicians as a notification. Been thought the notifications, and have enabled "Technicians Notifications" and "Alert the following technician(s) by e-mail when a new request is created." But it isn't emailing the selected technicians. SD+ is fetching email via POP.
request by mail problem
when I open a ticket via this email is created but they do not sell set fields. I set the special symbol but the commands are displayed only in the notes
ManageEngine service desk Server fails to start .
Hi , I have started using ManageEnginer Service Desk but when i start try to start the server it shows an error message ; Could not find the main class - main.class.advent.start.ProductStarter. Please help Regards Ishaan
DueBy Dates on Incident Template?
Maybe I'm just missing it, but I can't find how to add the DueBy Date field to an Incident Template so the requester can enter it. The only place I see to add that date is to view the request as a technician, click to edit the request and then the DueBy Date shows up. Thanks!
Email replies to ServiceDesk from Technicians do not register
We've been experiencing an odd issue of late with our ServiceDesk Plus install. When a requester replies to a ServiceDesk email, the server logs the reply correctly. However, if a technician replies to an SD email, nothing shows up in the ticket, nor does the requester get the email. This happens even if the technician is the requester and replying to an email for further information. Since we use ServiceDesk to track all communication regarding a ticket, this gets one-sided quickly and can be problematic
Error while starting the server
Hi , I have started using ManageEnginer Service Desk but when i start try to start the server it shows an error message ; Could not find the main class - main.class.advent.start.ProductStarter. Please help Regards Ishaan
Unassigned Requests - Email notification
Trying to understand how to get email notifications going for the Service Desk team when a new request comes in. What I need to do is to get unassigned requests to go to the Service Desk team that I have created, and hopefully email should flow from there. Thanks
Mailserver - Unrecognized SSL message, plaintext connection?
Hi, I'm having trouble getting an email account to work in SDP. I can get it to work fine in Mozilla Thunderbird so I know the account is ok. It is an IMAP(S) and SMTP(S) account using STARTTLS and Authentication method is Normal Password. In the SDP logs I get... javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? ...I did a search of these forums and couldnt find a similar error anywhere. I tried the workaround I found where if the certificate is selfsigned you run a batch
Windows Server 2012 and MS SQL2012 compatibility
Hi, Is SD+ supported on Win Server 2012 and MSSQL 2012? I don't see this on the System requirments page. Thanks,
Can not convert mysql to sql server 2008
Hello admin, I implemented step by step below The following is the procedure to migrate your ServiceDesk Plus database from MYSQL to MSSQL. Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data and configuration under MYSQL database. From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk.
Issue with importing requests into ServiceDesk Plus
I have setup a new installation of ServiceDesk Plus. When I import an xls file contain all the requests from our old (not servicedesk) into SD all imports fine except that the Completed Date and Resolved Date, which I have mapped to a closed date do not import correctly. The date that is logged is from the date and time that I imported the requests e.g. yesterday. Is there a fix for this? I have put these dates in the same format that is required when importing the Created Date which imports correctly.
Insert Table into request template
I have a weird issue. I am trying to copy and paste a table from MS Word into a request Template. It pastes in just fine, and looks fine. However once I go and use the template it shows like 60 blank likes between the text above it and the table itself. I have tried to save the document as an HTML file and copy and paste it in, also using an RTF file. I have tried it in version 7512 as well as 7605. Does anyone have a way that I can copy and paste a table in or even just recreate the table in the
Missing assets in ServiceDesk
We are running ServiceDesk 8.2.11, which we use to keep track of all IT assets. This week, we did a review of the information within ServiceDesk, and are missing a lot of equipment that was marked as IN STORE. This was equipment that was sitting in our storage room for months. Our configuration is using Desktop Central with the agents deployed to the workstations to collect inventory data. We have that shared with ServiceDesk via the API. There are no ServiceDesk agents installed on the workstations,
ServiceDesk Plus Won't Start
I just installed ServiceDesk Plus 8 on a Windows 7 Box using MS SQL2012 Express. After installing I can not get SD to launch. Do you need IIS installed to run SD plus?
Need to change AD authentication Server information
Hi, Recently we have changed our internal infrastrucutre. In the process we have changed domain server name. Now, we can't login to change the information in ServiceDesk. Is there any backdoor to change the information? Please let me know. It is very urgent. Thanks.
How to change the default template/form for "New Changes"
How do I customize the default template/form to add my custom fields and options for a New Change.
Email Subject Encoding
I use PowerShell scripts to run nightly integration jobs and send email from PowerShell to the ticketing system when errors occur. These emails look fine when sent to Outlook but Service Desk Plus shows the subject as =?ASCII?Q?HR Integration Message?= When it should be just "HR Integration Message". I've tried using different encoding from PowerShell including ASCII, UTF7, UTF8 and UTF32 and all cause the same problem. Strangely though, when I use Unicode, the subject is rendered as: 䠀刀 䤀渀琀攀最爀愀琀椀漀渀
IPhone App - Service Desk Plus
Your Version: 8.2.0 Build 8213 Error Message: The network connection was lost. I am attempting to use the mobile app for the first time. The app starts, and I enter our web url for servicedeskplus (fqdn), the port (443), and select HTTPS. We have an edge proxy in front of SDP. Connections from the internet (i.e. smartphones) connect to this, which handles SSL on 443, and then proxies unencrypted on 80 to the SDP server. If I connect my smartphone to the datacenter through a VPN, and bypass the load
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