Unable to send email to external people
Hi Support, We are trying to email people externally, once we press send we get an error Sending notification failed. Can you please let us know how we fix this. Version 8.2.0 Build 8212 ManageEngine Service Desk Plus Regards, Greg
Email command templates not Working.
So I've got the Email command thing to create tickets mostly working except for @@REQUESTTEMPLATE=New Employee@@ . It will populate the template field in the ticket just fine but will not create any of the tasks associated with the template. The actual mail looks like this msg.To = service@test.com msg.From = techguy@test.com msg.Subject = @SDP@New user request: @@REQUESTTEMPLATE=New Employee@@ @@ACCOUNT=HelpDesk@@ @@OPERATION=AddRequest@@ @@TITLE=New user request@@ @@REQUESTER=HumanResources@@
Backup Restore
Backup file created and setting up a test system 8213 mysql backup file will not restore I am restoring it to Build 8213 running on mysql Please assist The restore utility closes without giving time to read messages. Where can I find the log files for this.?
Asset Scan - DNS servers
We have several DNS servers in our network domain. Why is it that these servers, in CI details/System tab, display all authenticated users? Is there a way to eliminate this from a asset scan?
Servlet API Usage
I am attempting to use the Servlet API to create a request but am having trouble. As a test i put the following into my browser: http://ServiceDesk.examples.com/?username=administrator?password=password?operation=AddRequest?requester=John?requesterEmail=john@mydomain.com?subject=test The response i get is: Failureusername cannot be empty I am confused since i did specify the username. Please help
switch scan
hello when i make a scan on the network with SDP, it recognize the switchs as routers ,and it only gets the IP address with no more information, even the product type is "unknown router" what can be the problem
Troble with installation
Good day, the problem with version 8.2 installed. When the setting is set to sql, installation proceeds normally, but the server does not start. What could be the problem. Postgre mode work normal. OS windows serv2008r2. sql2005.
Configuring Mail Server Settings
I need to connect to exchange however i cant use pop or imap do you not support owa ? thanks
Get the system tray icon back?
How can I get the system tray icon back please?
user addition
hello i want to disable the option to create user from the SDP web form , so the requester/technician should provide the correct name to create a request i've disabled the option "allow dynamic user addition....." in self-service portal option
Delete Support Group
Hi, When I try to delete a Support Group a message appear saying 'Groups Cannot Be Deleted'. The group has no SLAs, no Business Rules, no Departments and only one user defined. I cannot remove the user as it won't save without a technican in the list. Please advise how I can delete this Support Group. Regards, Jonathan
receiving the following error when trying to remote control most of our workstations
We are receiving the following error when trying to remote control most of our workstations. FAILURE :General failure while performing the operation.
change asset department
hello i cancelled a certain department and i want to change this information in all assets related to this department without having to do it one by one, any suggestions?
survey levels
hello when i added a satisfaction level in the survey all the previous scores were decreased , how can i solve this issue?
Import additional fields from AD
I noticed in Service Desk 8.0 Build 8004 a new feature is to allow additional fields to be imported from Active Directory. I cannot seem to find any documentation on how to do this though. I would like to import the Office field in the General tab of AD. So under import from Active Directory screen I have the follow, but it doesn’t seem to take. Any suggestions? Thanks! Joe Select UDF for import Computer Name
ASSET FILTERING BY SITE ON REQUEST TEMPLATES
Hello, the asset combo on request template is not filtering by the site associated to the requester. The requester can see all the assets on the CMDB and all the sites. SERVICE DESK PLUS ENTERPRISE versión: 8.2.0 Build 8212
ServiceDesk 8.1 doesn't send any Technician Notifications .
Hi, our ServiceDesk doesn't send any Technician Notifications email . Here is a part of serverout.txt log with the error: [16:20:20:410]|[01-22-2013]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[21]|: Exception while trying to send notification for the request.|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1405) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:897)
Importing Closed date not working
Hi guys, I've got an issue where Im trying to import closed tickets from our old ticketing system, however the ticket closed date is being updated as the date/time of the import, indicating to me there is a problem with that date field. This is an example of the field: 04 Sep 2012, 00:00:00 can anyone see any issues with it?
Incorrect Moscow time zone
SD build 8213 Time zone should be GMT +4
Copy/Paste problems
Hi, I have some problems with copy/paste. I did copy and paste content from Outlook into ServiceDesk Plus description field but it always show image under the content as below picture. Also, when i did copy the picture from any MS Office software into ServiceDesk Plus it always show blank frame with the picture that i copied as below picture. So please could you investigate this issue. Thanks, Sakarin
request catalog not alphabetical
Since upgrading to 8.2 (currently 8203) our request catalog is no longer displaying alphabetically. New Incident IT Support Records Request HR – Health and Wellness Corporate Properties GIS Map request And the list goes on is some non-sequential way for all 80ish request templates. Is there someplace I am overlooking that will change things back to alphabetical or is that actually a bug. Thank you,
old tickets are becoming new after configuring Incoming Mail Server Settings
Hello, I have configured the incoming mail server setting and for some reason i am getting the old closed requests as a new open issues which is confusing, I want to have any upcoming email as request only not the old emails or requests?
SDP says: IE7 and IE8 are setup in many PC with Windows XP
Hi all, we have many PCs wit Windows XP SP3. SDP software report says that we have over 100 PCs with IE7 and IE8 - http://clip2net.com/s/6drTBa I i trying delete IE7 as software in this PC after rescan i see IE7 again How i can fixed this ??
Task - Email Link
Using version: 8.2.0 Build 8214 The hyper link for when a task is assigned is incorrect. It looks correct but has the server info in 2x in the link as you can see below.
departments created
hello how can i know what is creating departments in the default settings?
HTTP Status 500 - When clicking on the Active Directory Icon from Admin Tab
I receive the HTTP Status 500 error on a fresh install of SD+ 8.2.0 Build 8213 64 bit on CentOS 64 when clicking Active Directory from Admin Tab: HTTP Status 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)
Remote Control Access
Hi Everyone, I'm having issues getting the remote control option to be displayed to technicians. \\ I have it working fine in our test environment however it is not working at all in our production system. The technicians have been granted the AERemoteControl role, and I have given full access to the Assets module for relevant users (as stated in the AERemoteControl role description). I have enabled all necessary remote control tools (after creating batch files to launch them as I could not launch
ServiceDesk Plus change HTTPS port to other than 443
I configured Service desk Plus to run on HTTPS, everything goes well, HTTPS on default port 443 was working, but I need run HTTPS on other port for example 4431. I used changeWebServerPort.bat to change HTTPS port to 4431, restart service, but ServiceDesk plus not running on this port, no pages are displayed :-( Change to HTTPS 443 but not working anymore :-/ Only thing to get back ServiceDesk working is going back to HTTP on 8080. This one is working. Please if possible také mi the hint how to configure
Can't give Poor or Very Poor results on surveys ???
We have a survey we have been using for 3 years, with 3 questions all of which have "Very Poor" "Poor" "Good" "Very Good" as the responses. If you pick "Very Poor" or "Poor" we get the following error, if you pick good / very good it works fine. Our users think this is a conspirancy on our part to get good surverys :) Please help ! This started after upgrading to 8125. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this
License not updated after SDP Server Migration
Recently I've migrated SDP 8.1 to another Win2008R2 Std server. Migration went successfully. But the license is not updated. Even I tried to apply the license manually but nothing didn't apply. Why the license is not migrated and why its not being updated even if I tried to update manually.
The problem with merging and tickets changing
We merge a lot of tickets as a result of automated emails from our comms providers. Issue is, if our person is working of a ticket and someone else merges it at the same time, servicedesk doesn't handle it well and puts up a java message from the webserver. This happens in other similar situations when two people are accidentally are working on the same tickets. Is anyone else having this issue?
Change approved automatically by system?
This morning I raised a change for approval through the CAB. I selected my boss in the list of CAB members, he received an email where he rejected the change. ServiceDesk shows the change next to his name as 'rejected the change on 19/11/2013 08:53', yet the status of the change is showing as 'approved by system on 19/11/2013 08:53'. Why has the system automatically approved the change? Thanks,
SDP Agent crashes Windows Server Backup
Hi, Just ran across a very strange problem where installing the Asset Explorer agent causes the Block Level Backup service used by Windows Server Backup to crash. I found the below link from a few years back which references this and have confirmed the behavior on both of my servers using Windows Server backup. http://social.technet.microsoft.com/Forums/windowsserver/en-US/8a348b33-8172-4c4d-8841-440fd4872a96/faulting-application-name-wbengineexe While I uninstalled the agent and can deal with
AD directory updates not getting to SDP
When we update an AD account, the room# or phone# for instance, those changes don't get pushed to SDP. Users that are added to AD show up in the SDP requesters list fine. How can I get SDP to reflect modifications to AD accounts? Thanks
ManageEngine Asset Service crashing Windows Server Backup (wbengine.exe)
Having an issue on multiple servers where manageengine (agentmonitor.exe) is crashing Windows Server Backup (wbengine.exe). Are there any know workarounds for this issue? We are using Version 8.1.0 Build 8121
Contract Type
Hi Dears I want to change a default contract type but it doesnt permit me. i delete all of my contract but it doesnt work too. how i can change a default ?? Thanx
Signature does not work after update
Hi I have upgraded ServiceDesk Plus from 8212 to 8213 and now my signature is not added when I respond to a request. //Peter
Tech auto assign - requests on hold
I'd like to understand, how system is working. We're using auto tech assign - balanced round-robin. I run query, status of the requests by technician. (by month) Tech #1 open 4, hold 6, total 47 Tech #2 open 5, hold 1, total 73 So, why the balanced round-robin didn't work properly? M.b. it counts all requests (open and hold), not only open?
Problem with database migtration from mysql to mssql
all made like writied link below:http://www.manageengine.com/products/service-desk/faq-general-modules.html#faqtop my migration didn't finish succesful i have problem. Could you help me please what i doin wrong
How do I downgrade from a service pack?
I need to downgrade from service pack 8213 to 8212. We a have database the was configured using the 8212 service pack and a new install servicedesk install that is running 8213. When ever I try to attach the database it gives the the error message that the service packs don't match. I don't have access to that 8212 instance anymore and need to revert back to 8212 to connect the database. Is there any way to accomplish this?
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