Menu issue
When we try to open notification menu we see "Notifications + All problems" menu.
Worklog Description does not wrap
When viewing the worklog description in a request, it does not wrap in the field. It just keeps going across the page. The only way to shorten it is to manually hit enter after each line.
Unable to set ticket status to Resolved
Hi, On changing a ticket's status from Open to Resolved and then selecting Update Request, we receive: FAILURE :Exception occurred while performing the operation. This is regardless of the technician used. The service has been restarted. The server has been rebooted. The latest hotfix has been applied. ManageEngine ServiceDesk Plus 8.2.0 Build 8210 (issue occurred also under 8.2.0 Build 8207). Windows Server 2008 R2 Enterprise SP-1 x64. This has been tested in IE 10, Firefox 23 & Chrome
Merging Template with service request
Hi We have created a template in the service catalgue (with tasks) and wish to merge this template with standard service requests. However when we try we recieve an error that this is not possible. Can you advise? Build 8.2.0 - 8208
Upgrade SD+ enterprise to professional
I want upgrade SD+ enterprise to professional, but i want keep all files and data. What i have to do?
Assigning Technician from dropdown
I discovered an issue in SDP in which assigning a ticket to a technician from another group will not assign the group. All the IT tickets come into the Service Desk group and queue. We work out of this queue. If I wanted to quick reassign a ticket to a technician, I would click on the check box next to the ticket and then use the drop down at the top to select a technician, then click Assign. However the issue is that if I want to assign the ticket to a technician in a group other than Service
Mail fetch not working anymore
Hi, Our ServiceDeskPlus application has always fetched mails without any problems, but suddenly since a few days it stopped working. We investigated what might be causing the issue, but were unable to find out so far. The strange thing is, that at times the fetching does seem to pick up the mails for a few moments, but then suddenly stops working again. When we check the logs, it gives the following information: Server started at : Wed Aug 14 10:42:50 CEST 2013. Current time is : Wed Aug 14 10:42:54
Requester account issue
When I first installed ServiceDesk I enabled active directory authentication. From here I was able to import users from AD and create access accounts for them. This all works fine and it gives the users access to their portal via their current credentials (that have stayed synced with AD). However there is one small issue (or rather annoyance) that has happened in a few cases. The user goes to sign in at the login screen but enters their e-mail address rather than their login name. For example:
Can't get rid of the title field
I can't get rid of the title field in form designer. I click on the x, it is removed, but when the form is saved it reappears, sometimes in a different location. How do I get rid of it?
Query Report "Projects"
I wanna do a custom report with all "Projects" , like the "Projects" tab. Plz someone can help me?
WMI - Scanning Windows 8
We have some problems scanning Dell Inspiron 14z laptops that are installed with Windows 8 Home in Manage Engine SDP. The workflow is as follows: · Format laptop and reinstall Windows 8 Home (To get rid of bloatware from the supplier). · Installing device drivers, configuring local accounts etc., just like a normal Windows installation · Install some local software, like PDF Creator etc. After finishing the laptop I scan it from SDP on hostname or IP base. Normally I get all
Technicians Cannot See Requesters
Hi, I did search the forum and couldn't find an existing post that described my problem. We have SD 8.1 and have been using it for approx. 1 year now. Originally it was set up by a colleague, but the task has fallen to me of late to administer the system. That means I'm not an expert in it, but from what I've seen it's simple enough so I'll muddle through as best I can. When it was originally configured, a group of technician accounts were created (manually). They were added to a custom role (Helpdesk).
System Generated Request I.D.'s
Hi, Is there anyway to stop the system generating request i.d.'s withing existing requests, from an auditing perspective it is not helpful when there are apparently missing tickets when selecting all tickets. I know how to locate these tickets and that the system is generating them, but this does not assist the customer form an auditing perspective.
Two unrelated problems
Hi, One of my IT users is reporting two separate problems with ServiceDesk Plus (8208). Firstly when she replies to calls the reply is pre-filled with HTML (fonts, images, text from the thread). I have tested this myself, when I log in and reply to the same request HTML appears but then immediately disappears. Secondly, this particular user is logging time against each call but this is not showing in the daily or weekly reports that we run. I can only assume this is because some calls are not resolved
Email command templates not Working.
I'm trying to Create new tickets using the email command function. It actually creates the ticket and populates the Template field properly. The problem is that it doesn't create any of the tasks associated with the template. Here is what the actual email looks like: msg.To = desk@test.com msg.From = techguy@test msg.Subject = @SDP@New user request: msg.Body = @@REQUESTTEMPLATE=New Employee@@ @@ACCOUNT=helpdesk@@
SDP stop mail fetching when ServiceDesk email receives Kaspersky Report
Hi, We get daily Kaspersky Anti-Virus Reports sent to our ServiceDesk email at 9am. SDP fetches email from this ServiceDesk email address. The Kaspersky Reports do not have a "sent from" email address. Ever since upgrading SDP to build 8210, the Mail Fetching constantly stops when we receive an email from Kaspersky. This is presumably because there is no "sent from" email address however this has never been a problem in the last builds. The temporary solution is to delete the Kaspersky email
Locked myself out
Afternoon, I am using the Service desk application and it gets the users from AD, i was using the builtin administrator account and after it imported the domain admin account i can no longer logon as the administrator and have lost all the admin features, is there an easy way to either remove the domain admin account from the database or promote it to a tech? or do i need to uninstall and reinstall?
Cannot run program MSRA
Recently I have been encountering the following error when I try to use remote assistance on a users PC. Cannot run program "msra.exe": CreateProcess error=740, The requested operation requires elevation I was previously able to do this and I can still do this outside of ServiceDesk by typing in msra.exe /offerra <devicename> in to the command line but I am unable to do it within ServiceDesk. I am currently running 8125 and am an administrator within ServiceDesk and also a local admin on my workstation.
Deleting assets associated to a PO
I created a PO for IBM Webserver software. IBM licences this software with a 'unit' cost that is based on the processor model, number of cores, number of processors. So I am licensing 6 servers, 140 units each, for a total of 840 units. I entered 840 quantity in the PO, at the per unit cost. Then when I received the items, it created 840 individual licenses in my software inventory. Now I cannot delete either the PO or the assets, as they are associated with each other. How can I unravel this mess
After fresh installation I can't login as "administrator/administrator".
Hey, I installed ME ServiceDesk Plus 8.2 on my external MySQL database, but after I'm trying to log in on the localhost:8080, the "administrator/administrator" or even "guest/guest" doesn't work. Can you help me, please? Thank you. Kind regards.
Software Manufacturers
Hello Some questions about manufacturer list, how can I delete the manufacturers that don't have software associated? I am using the latest version of SDP, and I am having a problem with "Manufacturers" (mandatory field). These are recognized when a workstation is scanned and automatically added to the database. But it turns out that software manufacturers not always use a standard name, so you will end up with, If I change/edit the name of the manufacturer from the scanned software information
Unable to close ticket - custom status in tasks
I am unable to close tickets which have tasks that are set to a custom status. The custom status itself is configured to be "completed", and will result in successful ticket closure if used for the parent request itself. Here is my situation: Request-A is open with Task-B as a child. Attempting to set the status of Request-A to "closed" while Task-B is set to "CustomClosedStatus" throws the error: FAILURE :Request cannot be completed. Please fill the following fields -Associated tasks should be
ikernel.exe is missing on uninstall
I am unable to uninstall service desk plus. It throws an error: iKernel.exe is missing. I have rebooted the server, there are no services associated with it running. I have tried going through the CP to no avail.
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.
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