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
ServiceDesk update fails
I was in the middle of upgrading to 820SP015 when the command window closed and the upgrademanager closed as well. Now I'm not able to run the upgrade Again and the Service Desk site is unavailable. I've tried rooling back with the Backup but it did not help.
Need to change LDAP server name
Hi, We got a problem with your Service Desk. Recently, we have changed our network infrastructure. In the process, we have changed our LDAP server name. Now, we can't login to Service Desk and change the server name. I tried to reset admin password through mySQL command line. But didn't work. I still can't login locally. Is there any config file which save LDAP server name - so I can't the name manually? Please let me know. Thanks.
ServiceDeskPlus: Unable to update user logged ticket?
Dear ServiceDesk Support, We are using ServiceDeskPlus8 for more than 3 years... This morning user logged a tiket 15657 and ours helpdesk agent found unable to update the tickets, please refer to attachment for more info... Please help to advise the root cause, fixing and how to prevent this in future... Let me know if any further information requires. Thanks! Regards, gary
Can't create request for a exact user
When technician created an request for an exact user that have quotes in name ex: Albert "A" Sayapov the incident didn't created and error is shown: "You cannot create a request for this user. The user belongs to a site for which you do not have access" But when I rename this user from: Albert "A" Sayapov, to: Albert A Sayapov request is created successfully! This bug is still in 8214 build (I've found it in late 81xx) My version is 8215 When you'll fix it?
IE 10 Bug
List boxes shown multiple values in series under IE10:
Technician showing twice
I have a technician that is showing up twice in the technician list when assigning tickets or projects. I looked at the technician list under the admin tab, and he is only in there once. Any ideas on how I can clear the duplicate? Thanks, Jason Levine
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.
Dear Support Department, I have installed AdventNet ManageEngine ServiceDesk Plus Version : 5.5.0 for test base but i am not able to configer gmail email id please provide me solution because i want buy ServiceDesk Plus latest version. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Server Name / IP Address * User Name * Password * Email Address Email Type POP IMAP * Port * Fetch mails every Minutes
Inactive requestors
Is there a way to hide inactive requestors or employee's no longer with the firm from the requestor list without deleting them?
SDP 8214: postgre 2 MSSQL restore failed
Dear colleagues, Due to postgre's real misbehaving i'm trying to convert our working evaluation DB to MSSQL.... and i failed in strange way... Can anybody suggest something? I expect this is due to localized naming chars in the DB... still it's only a guess.. C:\ManageEngine\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
Migrate to free version.
Hello, Our license SDP (8215, mysql) has expired, and we want to move the all issues and configuration to the free version SDP. Please help in procedure of migration. -- Tomo
Email Subject Changes Occasionally
We have a 100+ technician setup, and occasionally, when replying to a ticket via email, the email subject will change to a completely irrelevant ticket. ServiceDesk is still updated correctly, but the ticket ID changing is throwing users off. Any ideas how this is happening, or why this might be happening?
Assets Info not Updating
We have a daily scheduled scan to scan for changes to computers and servers but the scheduled scan doesn't appear to be changing anything. For example we have a bunch of servers that are reporting low space but when you go to the computer that has the low space warning the hard drive space is fine. And if I manually scan that server the drive space does get updated to the correct amount. Any idea why the automated scan isn't getting the correct info that a manual scan is getting? Thanks
Asset Explorer 1.0.15
It seems the latest version of Asset Explorer is changed Model number of the item. Before this field (Model) was filled from PO. After AE upgrade I see the following changes in the history: It's not good, you will lose very important details. As I can see, there is two similar fields: Model and Product Name. Would be nice doesn't change a Model (you can fill it from PO), but update Product Name.
Requester department and allocation unassigns
Hi, We experience an issue on our instance of service desk plus where the requester department and site allocation unassigns from requesters. sometimes it does this for just one or 2 requesters at a time, other times it unassigns a larger a number of people from a specific site or department. How can we stop this from happening? thank you
Administrator Account is corrupt
In SDP+ the built-in Administrator Account has become corrupt. We had an Administrator named account in our Active Directory that overwrote the account and added domain authentication. We made sure the Administrator account in AD is no longer synchronizing, so how do we reset the admin account to the default local admin account?
Office365 - Sending notification failed
Hi, We migrated our e-mail server to Office365. We also use ManageEngine Service Desk Plus in our environment. We have multiple accounts configured in our SDP, each having different support e-mail address. So, when we reply to any request from the tool, it will go as the support e-mail address mentioned for each Account. Also, we have the users sending e-mails to the support e-mail address. The e-mails addressed to the support e-mail address is forwarded to our primary e-mail account, which is
Painting Group field to Incident Template - will not stay in left column
First off their are two columns available in our default template named 'Group', which is odd. When I try to paint them I seem to have painted them and the system says incident template updated successfully, but then a second later the page refreshes and group is gone. Once I finally got one of them to stay there, it would only paint to the right column and would complain it was being removed when I tried saving after moving it to the left column, then refresh with it back in the right column.
@@REQUESTTEMPLATE is not working
Gents, @@REQUESTTEMPLATE=xxx@@ is not working in email. The ticket is always created with Default template. Any another command (AddRequest, REQUESTER, TECHNICIAN, etc) is ok. Could you please check, do you have the same issue ? SDP8212.
PO and Asset Association
Hi, I occasionally deleted the resource in Assets which is in the format of XXXXXX-PO#XXX[x], it was associated from Purchase Order when I clicked 'Associate Assets'. The PO has been closed, but I deleted this resource by accident. And we didn't fill in the Service Tag when changed the PO status to 'Receive Items'. It supposed be reconciled with a detected workstation, however, since it was deleted and doesn't have a service tag, I can't have the PO linked with the detected workstation. Now, when
Business Rules
I have setup some business rules in SDP to auto-populate required fields when one requester creates a ticket via email. The criteria is pretty simple. If Sender is "user@domain.com", perform these actions The Business Rules is not updating the ticket. This becomes very cumbersome for Support Technicians when they have to go in and update all the fields which are always the same for this particular email address. Technician had to deal with 25 tickets from this one requester today alone and has spent
Remote Support
How can I get remote support on the issue in the previous topic. Send a message to support@servicedeskplus.com with a link to the problem, but got no response.
Organize tasks problem
We are trying to organize tasks In Service Catalog. All looks fine in admin panel (scr1). But when we open request form - we see tasks in random positions (scr2). SD v. 8213
Random error 500 when using IE
We have a user base of about 60 people that submit tickets. On random occurences specifically in IE the user will receive an error 500 when trying to access the helpdesk. We have AD authentication pass through enabled so the user clicks a link and they are automatically logged into their dashboard. Has anyone else seen this or have any thoughts on what to look for? I have been through the logs and have not found any concrete evidence of server side errors. During troubleshooting I have found that
ManageEngine ServiceDesk does not started after upgrading from 8027 to 8100
I have upgraded our ServiceDesk from 8000 to 8027 without any issues but when I take the next step to 8100 ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0.ppm the upgrade succeds but then will not start. All I get is the splash screen and it hangs on Application Layer Started..... I have uninstalled, restored back to 8000 and tried it again but it once again hangs after upgrading to SP1 What should I look for?
Problem with a survey of users
Good afternoon, There is a problem in Manago Engin 8.1.0. 8121. When creating a poll, asking questions and possible answers. In the preview, everything is displayed correctly. When closing the application, user receives an email with a link to the survey, go through this link, and see only an empty field "Comments suggestions, proposals." Upgrading to the latest version does not work, the problem remained.
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