seeing odd emails to technicians and unrelated history information in jobs
version : 8.2.0 Build 8208 Just lately we have started getting re-opened and appended with requester notifications for jobs that were not closed , When another technician replies to the job. Also it changes the status of the job back to OPEN when it was on an "timer stopped" status This is repeatable ..
NTLM failed redirecting to login page
Hi, When using the Robo Technician password reset template, upon clicking 'Add Request', I am getting a brief message saying NTLM failed redirecting to login page and then the request doesn't change the user's password or close the call. This was once working fine.
service desk plus move to another server
hi, i am trying to move servicedesk plus standard edition version 8.2.0 built8209 to another server. i have taken backup using backupdata.bat file in bin and copied the backup folder to the new server and did run restoredata.bat file and selected the backup folder and the datafile. it completed with out any issues. now i am trying to start the service desk server. it is still going on after 1 hour. i tried to open with servicedesk web client. a command prompt window just popup and closes in fraction
User sends mail; email address not matched to his entry; can't see tickets
Hi, Using SD+ 8.2.0 Build 8204 We've set up SD+ to poll a mailbox for support requests. We also imported users from LDAP. What we notice is that when users sent a mail to the support mailbox and afterwards want to view their tickets via the web portal, they don't see their tickets.I then have to go in and edit the ticket and explicitly select the user in the user listing. The strange part is that the address he sent it from matches the email address in his user entry. Am I overlooking something?
Enable "Pass-through" Authentication on Remote Desktop Services
Hi everyone, we are currently using ME ServiceDeskPlus 8.2.0 Build 8207 and have Enable "Pass-through" authentication active. This works fine for Desktop PCs and laptops. However, we have a large number of Remote Desktop Services users too. Can you tell me if Pass through should work on RDS and if so how to configure it to work. Regards, Steve Gray
Migrate Servicedesk to SQL 2008R2 and Front End server
Hello servicedesk, Please provide me with the correct upgrade path to do the following: Currently we have Servicedesk application and database (not sure if its MySQL or Postgress) installed on a Win 2003 machine. We want to migrate the data to a existing Windows 2008R2 server and SQL 2008R2 Server. We want to host the application on a existing Windows 2008R2 Server. I have tried migrating with the help of this topic but it does not work. https://forums.manageengine.com/topic/how-to-migrate-servicedesk-w-sql-2005-dabase-to-new-server
Can't login
I have been trying to configure the AD login integration with Technician login. I thought eveything was working last Friday but I come in today and cannot login ( and I use the adminstrator account). Normally I see an option to login locally but that option is gone. Can someone please help? I did reset the password according to another article that pointed to here: http://203.199.211.69/sd/AddSolution.sd?solID=303. And I did so successfully, however it still says my username and password are incorrect.
Option to Reconcile workstations not present
Hi - After upgrading to 8.2 build 8201, the option to reconcile workstations is no longer available. I'm following the same steps as previously (search for the workstations, select the two that I want to reconcile, and go to "Actions"), but Reconcile does not appear in the list of options. Thanks, Jacob
Problems logging in new technician
We have just added a new technician but don't seem to be able to get her to logon. System says incorrect username or password. I have changed the password a couple of times to no effect. I have also deleted and re-instated but still no joy. She has been removed as a requester in case there was a conflict there. We are licenced for 20 technicians and have 24 listed but 5 are not currently active so shouldn't be a licencing problem. Any ideas? Richard
Hotfix 8119 Problem,failure starting
Dear, We have updated from 8114 to 8119,but unfortunately the service started unsuccessfully,it seems that it is wrapper problem,below is some tips from wrapper.log,please help. STATUS | wrapper | 2012/12/13 09:52:51 | Launching a JVM... INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager: Initializing... INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager: WARNING - The version of the Wrapper which launched this JVM is INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager:
Problem with restoring data
Extracting backup file.... Please wait extracting backup file java.util.zip.ZipException: invalid END header (bad central directory offset) at java.util.zip.ZipFile.open(Native Method) at java.util.zip.ZipFile.<init>(Unknown Source) at java.util.zip.ZipFile.<init>(Unknown Source) at com.adventnet.servicedesk.tools.RestoreSDBackup.extractBackupFile(Res toreSDBackup.java:1022) at com.adventnet.servicedesk.tools.RestoreSDBackup.deCompressData(Restor eSDBackup.java:1017)
Reply to request for approval creates a new request.
Reply to request for approval creates a new request.
Alert the following technician when new request is created does not work
Hi, "Alert the following technician(s) by e-mail when a new request is created" doesn't work. When the request is assigned to one technician or group it works. Is this some software bug or am I missing something? Anyone face this same problem? How to solve this?
How to allow permissions for technicians for tasks at Change or Problem level
For a user definied as technician, I detect that permissions to view tasks into Problems or Changes isn't allowed. Apparently, I don't retrieve differences with definitions into Service Desk for that user and the other Technicians whose tasks are allowed. Best regards Massimo Morgagni Italy
Requester "Business Impact" doesn't feed into Impact
Even though I am importing the Business Impact field through the AD Import, the users business impact doesn't affect the Requests Impact. All Requester's Business Impact types were imported into Impact, and show properly on the Requester list. Since there is no real connection between the Requester Business Impact and the Impact field I can't create correct Business Rules so that a user with a Critical Business Impact gets their request categorized correctly. How do I get this fixed?
SDP iPhone App Crashing
Running latest app, tried both 8202 and 8207. I can login, but then I get a request status 401, then a dialog asking me to submit the crash report. I can answer Yes or No and it crashes the app.
email sett
FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Technician unable to save PO
We've reported this directly to support but have not had any response. We upgraded from 8125 to 8208 approx one week ago. One of our technicians cannot save a PO, the 'Save Purchase Order' button does not do not anything when he clicks on it. We have cleared his cache, tried in several browsers. He has the same permissions as other technicians who are able to save a PO. We're concerned that deleting him in ServiceDesk and reimporting from AD will affect his open calls and stats. Any ideas?
Last scan information not available for the workstation
I'm trying to to an asset scan for a new laptop that I put into manage engine. The firewall is off and manage engine isn't reporting that it can't see it just that it can't pull any info from it. I haven't seen any other reports of this issue so I'm unsure how to trouble shoot since manage engine can see and at least partially communicate with the laptop. Here are the screen shots of what I'm getting. I'm on build 8021. Any assistance will be appreciated.
Delete workstation
Deleting workstation from Asset list takes over 10 minutes. ServiceDesk 8205/8208 on Postgres. Windows 2008 R2, 4 cores, 16Gb memory Any script/configuration to speed this up?
Error when update servicedesk 8027 to 8100
Hi, I'm trying to update ServiceDesk from version 8027 to 8100. In the process, in the process, an error has occurred: Migration has not started as Data is Improper. Some default product types [Software] ins not available. So please contact the ServiceDesk Support team. The installations have this upgrades: 7600.0.11.0 7600.2.0.0 8000.0.27.0 Any suggestions? Regards
External Access / IPs non locals (SD)
How i configure to access the SD with a ip non-local?
Menu transparency
Hello! We have a problem with transparency of Action menu in the Russian interface. In English all is OK.
External Access
(ServiceDesk) I'm trying to make settings so that it becomes a handy tool to my affiliates 'external', trying to make a connection outside my local network, but am having problems in this regard. how do I set up an external connection?
I need help with email settings (Gmail) to configure the incoming mail
What is the correct settings to use the Gmail mail with servicedesl plus? I have the email in the cloud Google Apps
Status search email: RUNNING ??
I have a question about the Service desk plus. I setup an email, but in the settings appear "Status search email: RUNNING". what does that mean?
How to Install Service Desk + Sql Server 2008R2 Express
I try to install Service Desk 8.2 and Sql Server 2008R2 Express like you manual on your site but have broblem. 1) Install Service Desk 8.2 2) Install Sql Server 2008R2 Express 3) Go to C:\ManageEngine\ServiceDesk\bin and open changeDBServer Server Type - Sql Server Host Name - hostname my server Port 1433 Database - name database UserName - sa Password - password (sa) And check, tables was created servicedesk. telnet hostname my server 1433 -- is working wall. But when i try to start service
Requester cannot view resolution to his own ticket
Requester is getting "Request does not fall under your permitted scope. So you are not authorized to update the same." error when attempting to view the resolution to his ticket. Earlier, this ticket was manually assigned to a group by me (admin) because the template did not have a group set by default. How can I allow the requester to view his ticket again? ManageEngine ServiceDesk Plus 8.0.0 Build 8015
Can Requester Receive notification..
hi When a requester create HDR a notification to all group member technician will receive. can it is possible that in any support group i add any requester so that he can also get the notification regarding that group as technician gets. i don't want that requester to become a technician. Regards MAJ
Email Support group don't work
I am trying to auto assign support group. From Admin Manual. Say for instance, you are managing two support groups - hardware and network with the email IDs hardware@domain.com and network@domain.com respectively. The two mail IDs are linked to a single mail account that is fetched by ServiceDesk Plus. So on configuring the group mail IDs, e-mails sent to hardware@domain.com are automatically assigned to the hardware group and the conversation threads possesses the group mail ID in the address
New work log owner
Is there a possibility to set that new work log owner is chosen automatically according to request assigned technician? Before upgrade to service desk plus version 8.2 Build 8208 we had this option set(at version 8.0). We use one user account to log on service desk but have defined several different technicians for requests assignment. On every new work log owner is same as logged on user but not technician.
service desk plus with MSSQL service couldn't start
hi i installed ME SDP over SQL server full 2008 R2 created SQL authentication account called MEuser "sysadmin" on SQL install ME using settings SQL server - Account the DB i created successfully and created tables on SQL after installation ME service take very long time to start and nothing happen? i tried telnet MEserver 8080 listining well but nothing open in browser so i tried to access to C:\ManageEngine\ServiceDesk-N\ServiceDesk\bin>run.bat i got this screenshot Port 8080 occupied Do you
Automatic request
I have doubts in the process of automating emails. Necessary that all the emails that are sent to an account is opened automatically request. What we need to parameterize it? What are the ways? I've Set up the account, gave okay! Is on running and nothing else. Another point, after this setup, is there any place where I have the vision of the inbox those emails?
Blank Product Type
Hello, We are currently on ServiceDesk Plus version 8.0.0.0 Build 8208. In the product type tab, at the top there is an entry without a product name. I am unable to delete it, it gives the following error message "FAILURE :Product Type is being used by a module. Hence cannot delete it." Also I cannnot edit it, it just hangs at the "loading please wait..." pop up. I have tried to find where the dependancy is, in Products and Vendors but I cannot find where else it shows up. If at all possible,
configure service desk plus with IIS
Hi, Could someone please tell me if it is possible to configure IIS in server 2008 to automatically load service desk plus without having to list port externally? ie, when going to helpdesk.domain.com it would take you to http://servername instead of http://servername:port? I currently have helpdesk.domain.com pointing to server IP and then under default website I have it pointing to http://helpdesk.domain.com:8080 which then loads the service desk. But I want to have it clean so it loads
Available Assets Re-size window issue & missing column view edit 8207
We have an issue moving from 8121 to 8207 as it appears the edit column view option is now missing from the asset add As you can see in (figure 1) build 8121 the option is available 8.1.0 Build 8121 (Figure 1) And as you can see in (figure 2) build 8207 that option is missing. Which is now causing re-sizing issue when opening the assets tab as seen in (figure 3) 8.2.0 Build 8207 (Figure 2) (Figure 3)
Cannot assign technician as a requester
Our ServiceDesk has suddenly stopped allowing calls to be assigned to requesters who are also technicians. This has been working fine for months, but earlier this week the names are not appearing when you type the surname in the requester name field. We are running an older version 8125 (too afraid to upgrade in case we break something!). Is this a known bug fixed in a newer version? Any ideas? Many thanks, Mike
Email Seperator
Hi When using the Reply feature in the Requests, the email generated to the user does not contain the email seperator at the top above category and Description. Is it possible to get this placed in? Also Is it possible to edit the default email reply template?
Import CSV file
I have one file excel that contain Persian font,when I save csv file and import that file every parameters that contain Persian font do not show correctly.
Remote Desktop connection problem
Hi, We are using SD Plus 8.1.0 Build 8124. The computer is defined as asset and remote control is configured. Using the agent it works fine (I can make connection and control the PC) but using WRD or VNC or TeamViewer it doesn't. Screen shows the message "Remote Control connection established on asset name" but no remote screen started from WRD or teamviewer. When I execute the command from my PC ( CMD) I can start VNC or TeamViewer session. I assume that SD only launch the local command
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