Ticket Reply duplicating cc'd emails
We have noticed that since the last updated to 8211 that any ticket that has cc'd emails on it, as soon as you do a reply, the cc line on the reply has all email addresses duplicated. Is anyone else having the same issue?
Cannot delete technician
I have deleted a technician from the technician list but he is still being assigned tickets via the round robin feature. The only place he shows is in the scheduler and under technician when trying to create a request. He is not listed as a technician or requester. it seems as if his technicain account is hidden. I saw a relationship associated with the department he used to be in but when I clicked on his name I received an error.
helpdesk tab of dashboard not showing for site restricted technician
we are trying to set up a site specific help desk where that sites technicians respond to that site's users. we have configured the user roles, assigned the site to the technician. when the technician logs in they see only their site tickets, so this works fine however, on the dashboard view, they only see the Change tab (part of the 'Problem and Change' tab), as they do not have problem access, and they do not see the 'Assets' tab as they do not have access to Asset - this is good behavior so far.
Cannot see new Service Categories in Request Catalog
I've added some new Service Categories which I'd like users to be able to choose from in the Self Service Portal but they are not visible here. They can be seen by the Technician alright. How can I make these visible to the Requesters?
Update to 8.1 is stuck on Application Layer Started.
HI. I try to update from 8.0 to 8.1 but it's stuck on Application Layer Started when try to start server.
How To Change a Service Catalog Request Type After Incorrect Submission
If a user selects the wrong Service Catalog to submit a request and therefore doesn't complete the resource info or the ticket information is not valid how can I change the service catalog template type used to put things right? We are of course using SDP 8.0. Cheers John
RPC error on scan. Windows 7
We've recently completed upgrading all of our workstations to Windows 7. Ever since then we cannot scan the vast majority of the workstations (a few will). The error we are getting is: FAILURE :Connection to RPC server in the workstation failed. Now, we've spent about 14 hours, collectively, trying to fix or isolate the issue and we still can't. We've gone through every ManageEngine document and made all the changes that are suggested. We've done packet captures to isolate what the failing protocol
Approved Purchase Order is marked as Pending
We have two purchase orders that have been approved but the status is still marked as "Pending Approval". When I editing the PO or resubmitting for approval has not resolved the issue. What would cause this issue?
setting status of a task that is completed does not remove from task list
Running SDP Enterprise 8210 I have created a status to be used in our PM module called "Task Closed" I have set the type to "completed" When a tech is assigned a task in our PM module and has completed it, he is to set task status to "task closed". The problem we are having is when setting it the task status to task closed, it does not remove it from his task list. Only if he selects the status "closed" does it get removed from his task list. Is there a way use the "task closed" status similar
Upgrading error
Dear SDP Support, My customer would like to upgrade their SDP from 7.6 to 8. They start upgrade from 7.6 b7608 to 7.6b7611 but the upgrade script show error as below: Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at
Problem with view requests by specific requesters
I recently had an issue viewing requests by specific users that wound up being an end-user issue that was resolved by Manaj. However now that I'm actually able to view requests by specific requesters, I'm noticing an issue. I know that requesters have an individual "requester id #" which is mainly just for the backend. However, when going through admin>requesters>[specific requester]>view requests it simply does a search in the requester filter for that name as opposed to showing requests from
Disable a Support Group / Rename
Hello, So I gave up on deleting or disable support groups as we can not loose the data from old tickets in the system. So I've decided to just re-name them to X Group, that way people will stop using them and put them at the bottom of the list. From the looks when you update it in default setting, it doesn't carry to all of our 445 sites. Do I need to do this manually or Does anyone know of a easier way to do this? Thanks
Backup error
Hi! In attempt to update ServiceDesk there is a mistake that the backup can't be created. In a manual mode the backup also isn't created. How to solve this problem and to update servicedesk? ServiceDesk v.8.1.0 build 8127
How to set the reply mail address to the assigned technician's email address instead of the reply-to address which is set in the Mail Server Settings?
Dear Support, I've faced the inconvenient situation in our customer's site. The situation is when technician replying to the requester by click the reply button and type the message to communicate to the requester, the SDP send this message to the requester properly but using the email address which is set in the reply-to address in the Mail Server Settings instead of using the technician's email, that's cause the requester confuse if he would like to reply this message it will send to the reply-to-address
Support Group Description
Maybe its just my aging eyes, but I can't seem to find where you update the Description field for Support Groups. For example, the Support Groups list includes Network and next to the description "All requests related to hardware problems are ..." When I go to edit that entry, or even add a new one, there is no field for description on the edit screen. Anyone notice the same thing or can tell me where I'm supposed to be looking? Thanks!
Custom CI Type corrupt and cannot delete it
Hey guys, I have a custom CI type that has become corrupt... i switched between 'Save as an asset' and now when i try to view the items, it does not do anything anymore. When you click on it it the CMDB, the following just stays on the screen indefinitely (i had put in a few items before). No items appear anymore and he 'keeps loading'... The next logical step would be to delete the CI type then, unfortunately i cant... because there are items in it: I'm using build 8212 (the lastest), on
Access to Change module
Is it possible to nominate certain requestors to have access to the Change module? We have some situations where it is necessary to seek approval/input from the business regarding certain changes - and I'm not sure if/how this is achievable in the current system .. We are running version 8206. Thank you.
Password, logging in credentials
Just downloaded manageengine service desk for eval, trying to login using credentials on screen, ie administrator and password administrator and it says incorrect .. great start any ideas anyone ?
ServiceDesk connection problem
Hi, everyone! My ServiceDesk Plus sudeenly stopped working. I was checking a request from one of my clients and suddenly it crashed. The connection was reestablished but now, when I want to read a request I got this error: Any idea of how to solve this issue?
Single Sign On Login Issue
We have enabled SSO and its working fine on in LAN if we mention ithelpdesk but when we try the same using ithelpdesk.xyz.com it does not work . While it's in the same domain xyz.com Server alias is configured as ithelpdesk .xyz.com in service desk can you please help
Recovery Problem after Crash of SDP Server
Hi everyone, Our SDP Server crashed a few days ago and we're trying to install a new server. We have got backup files which has extensions as ".data" . Our server was running on Windows 2008 R2 x64 Enterprise Server and the db was MySql. Build was 8.2 with 8211 build number. Now, we have installed a fresh copy of Windows 2008 R2 x64 Enterprise. We have downloaded the latest version of SDP (8212 build) and installed it with the MS SQL 2008 Std Server config. (We have realized that there was
User that is active directory is not in manageengine service desk
Hi User that is active directory is not in manageengine service desk. The user was created a long time ago in service desk, but he was first added as a contact. He was then added as a user, but that was also quite a while ago. Regards, Marek
Error while upgrading "Some default product types [Printer] is not available"
Hello, while upgrading from 8027 to 8100 got the following error: "Migration has not started as Data is Improper. Some default product types [Printer] is not available. So please contact the serviceDesk Support team" run the following query: select * from componentdefinition Componenttypeid;Componenttypename;;Description;Resourcetypeid;Resourcecategoryid 1;Computador;;Computador de Secretária ou Tower;1;2 2;Portatil;;Computadores portateis;1;2 3;Impressoras;;Impressoras;1;2 4;Digitalizador;;Scanner;1;2
Trouble Migrating from 8125 to 8200
During my upgrade from 8125 to 8200 the process eventually ends with the following message: "Sorry, uninstallation is currently not supported." What log files can I provide to try and troubleshoot this issue? Thanks.
Failure when trying to update from 8203 to 8212
Hi, When I am trying to update from build 8203 to 8212 I am receiving a failure message and having to rollback. I have attached the logs so can someone please take a look for me and let me know what's going on. Regards, Damien
Problem on Task Link in notification email
Dear Support Team, My customer using SDP 8.1.21 and facing the problem about the link in email. Technicians who have assigned the tasks and get the notification email but when they click the task link in e-mail, they see the log-in page which not complete pages as in the attach image (while the incident link in notification email is okay). please help to solve this problems. Best Regards,
View Requests by specific Requester doesn't work
When I go into Admin>Requesters and click on a Requester; then click "View Requests", it never shows any requests by that requester. No matter which Requester I select and click View Requests, it says "No request found in this view". Am I doing something wrong? Please see screenshots below.
Pass-Through enabled but still getting logon page
I have pass-through authentication enabled however users still get the logon page. The system successfully created a computer account in the domain and I get no errors when enabling this. I have also added the URL into the Intranet zone in our IE settings. Any ideas??
ServiceDesk Web
Can there be a single sign o to the web client. Does the user always have to enter credentials
Replies to tickets not received in system
All replies that are sent by the user to service desk (replying to e-mail conversation) are not showing up in the conversations. Also the technicians are not receiving e-mails that someone has replied. We have started and stopped fetch. there were no error logs stating any issues with fetch. The e-mails go out they are just not seen when they come in. I have checked exchange and there are e-mails sitting in the service desk mailbox. (i assume fetch delete these when picked up) Not sure where to start.
ID Field changes in Changes Module
Hi Seeking for the historical registers, We found that the ID field had changed, from a value of 1964 to 2247 immediately. We want to know what's the reason of this change and how we can correct it, for to avoid confusions whit the registers. Also, we have examined the data base and it presents the same trouble. Attached at this message, I send you a screenshot with the issue in question. Thanks for your attention. Best Regards. Diego Castro. Bogotá D.C.
Changes modules FAQ
Hi At this time, in the changes module, the approval status is not being changed when the recommendation is approved by owner. I wonder what's the procedure to follow for update this status when approval is carried out. Thanks for your attention. Best Regards. Diego Castro Bogotá, Colombia.
Cert Error when pasting from clipboard
Hi, Running into a strange issue with build 8205...when we try to paste data from the clipboard into the "Description" field of an incident, we receive an error "Failed to validate certificate. The application will not be executed." "Name:" is shown as "PrintScreen." The extended Java info is here: sun.security.validator.ValidatorException: PKIX path validation failed: java.security.cert.CertPathValidatorException: java.security.InvalidKeyException: Wrong key usage at sun.security.validator.PKIXValidator.doValidate(Unknown
Adding "description begins with" Spam Filter
Hi, I noticed an issue when trying to add a "description begins with" spam filter. Once I add the filter "description begins with ...", it shows up properly. See below: But once I click save, it changes "Description begins with" to "Description ends with"... I've found that after doing this, I can add a "Description begins with" filter again, and then it keeps after saving. But then I have a "Description ends with" and a "Description begins with". I am using SDP Version 8.2 Build 8211
Active Directory not view able.
We have used the same account to pull users from AD into ServiceDesk for a while now with no issue. However we recently realized that new users are not being imported, so looking at the AD import section, everything looks fine, I go to import and SDP doesn't show me an containers from my AD to select. Hitting refresh has no affect. I even tried using my own Domain Admin credentials to import and still the same thing happens, nothing is showing up in the list to pull from.
Grant users access
How do you give users the ability to create a ticket or make a request for help
Error when server starts
Hi When I try run Service Desk Plus Server, I obtain this error: No se pudo encontrar C:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This evaluation copy is valid for 28 days Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused: connect); - nested throwable: (org.jboss .resource.JBossResourceException: Could not create connection; - nested throwabl e: (java.sql.SQLException: Network
SD update from 8110 to 8212
Dear sir or madam, we are trying to update version 8110 up to 8212 in the following way. 1. Update Version 8110 with updatemanager.sh to version 8121 by package ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0.ppm 2. Run full backup of updated version 8121 with backupdata.sh. 3. Install ManageEngine_ServiceDesk_Plus_8121.bin apart. 4. Restore backup data from point 2 on newly installed version 8121. I must say we succeeded so far. Then we are trying to do the same way to update version 8121 to 8200.
Broken Attached Image in description after editing ticket
I'm having an issue (that only occurs sometimes) but is a pretty big nuisance. A requester puts in a ticket with an attached image; I then go in and edit the ticket in order to set the request details (without touching the Description). After saving the edits I made to the request details, the image in the description doesn't save properly. And when I check on the History of the ticket, I can see that it says the Description was changed from ".... [image]" to ".... [broken image]". Please see
Wont start after a restore
Hello I have just reinstalled on a 2012 server and everything went fine until i restored the last trimmed backup. (cause the full backup wont work at all) It then wouldnt start again. When i use run.bat i get error : AdventNetServiceDesk [FAILED] I have removed the "C:\ManageEngine\ServiceDesk\applications\extracted" and still i get the same error. I have tried several older backups and taken new ones but it all ends in the same error. Both the old and new program are the same version/build. (8.2.0
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