Email (not sending) for tasks assigned to a group (rather than a technician)
Does SD+ send an email to a group from within a task that has been assigned to it? I know that it does/did when the task is initially assigned, but we scheduled a reminder email for a task that occurred yesterday and we requested an email to be sent two hours beforehand. There was no specific technician assigned to the task as it was set up a couple of weeks ago before we knew who would be available at the time. There are three of us in the group, but none of us received the email and of course,
Preventive Maintenance Tasks - Scheduling changes
Is there a way for me to check if a technician has changed scheduling or to understand if it's a bug? We have several PV tasks that have been scheduled for some time, recently some tasks seem to have been changed on a few occasions i.e. schedule removed or changed to a one time event. I am just looking to get to the bottom of this as it causes issues if they are not complete. Thanks Paul
Prevent users from
Service requests in our organization should only be opened by requester through the self-service portal. Additionally, we have a few automated services that email the portal to report issues. The issue here is that some of the requesters are sneaky and started emailing the out incoming email address for SDP and it is opening new requests. I can't block their email address in the spam filter because we allow requesters to reply to conversation that are sent out of the same incoming email address.
Service Catalog and Technitians on leave
I am currently configuring the use of our service catalog templates. During testing it was noticed that service requests are being assigned to technicians who are on leave. How do we prevent this.
Upgrading from 8.0.0.27 to 8.1 error: Data is Improper
Error reads: Migration is not started as Data is Improper. Some of the Products [MS Vista Business SP1] are configured without Product Type, please contact.....bhah blah blah. I've tried changing the Product Type to something else but the error persists. I cannot even delete it because it tells me Workstations reference it even though I can find no such reference.
Creating a requester with domain authentication through servlet API
Hello! I try to create requester through servlet API. I need to use domain authentication for requester. http://hd.ds.local:8080/servlets/RequesterServlet?operation=AddRequester&name=TestUser&loginName=test&pwd=&userDomainName=DS&requestViewPermission=OWN+REQUEST&username=ivutin&password=southpark6&DOMAIN_NAME=DS&logonDomainName=AD_AUTH Requester “TestUser” is created. His login is “test”. But domain is empty (string “userDomainName=DS” is ignored). Can I create requester with domain authentication?
Service Desk Plus Notifications on Browser Come up with html tags
Hi , Service Desk has recently changed notification output for changes after upgrading to 8207 SDP. For Example when sending a notification it appears as follows in a browser: new change with change id 4000 has been created by UserX. Short info on the change is : <br><br>Title : Upgrade SDP<br>Category : <br>Sub-Category : <br> Item : <br>Description : testing.<br><br>Click for details : <a href='http://X.X.X.X:80/ChangeDetails.cc?CHANGEID=4000'>http://X.X.X.X:80/ChangeDetails.cc?CHANGEID=4000</a>
Cannot login demoted admin account
I have on accident demoted the admin account as well as removing my domain. So I can login as admin but the account has no privelages. I cannot login to my domain accounts which are all admins because I removed the proper domain from the list thinking it was a duplicate. I am using MSSQL for the database. Thanks for anyhelp I am lost.
Cannot send notifications
Since this morning not all the notifications are send. Users get a notifications when a ticket is created but not when they are resolved or closed. The notification rules are activated. How can i solve this?
How can my clients create a new solutions?
Hi: I have intalled the free versión of servidesk manage engine. My tecnical can create solutions but my client no, How i can configure for my clients can create a new solutions??
Build 8207 slow
Ever since upgrading to build 8207 from 8202 we have noticed that SDP is very slow to load pages from time to time. The page itself does not matter and all technicians have reported it. We have the same issue with IE9, IE10 and Chrome. I have not had any users report it, but I have not asked them either. As an example, I could close a ticket and click on the Requests tab to bring my list back up and it might open instantly or take 20-30 seconds. The view does not matter...it could need to load
Upgrade error
Attempting to upgrade from 8.1.0 build 8127 to 8200. Receive message in the screen shot below. Reboot of server causes service to continually attempt to restart, and never successfuly starts. Restored to previous backup in production. Cloned server to test install. Same results. Working on roll back instructions. Any assistance is appreciated.
Cant change db (pg to mysql)
Hello, We are having some problems to change the default db (pg) to myqsl. we fallow the process in the ManageEngine documentation: 1. Stop server 2. Backup data 3 changeDB script 4. Restore data. In the 4th step we get this error: Unable to restore database : java.io.IOException: ./mysql//bin/mysqladmin: not found We try: 1. create in bin directory a folder named "mysql" 2. create a link named "bin" to /usr/bin where mysqladmin is. 3 run the restore data script again but the same problem. grateful
Slowness while logging via domain account
I am having a problem accessing servicedesk via domain account. it takes long time to log in. however when I logged in using local account, it goes fast. nothing was changed in active directory and everything was perfect but last week we started encountering this problem. we are running SD+ with build 8109 in virtual server with Win2008 R2 Ent. I am restarting the server twice a day and end users are complaining attached is the support file for your kind review Please help it is urgent Thanks
Field value repetition in IE 10
Technician experienses field value repetition in pull down menues with Internet Explorer 10. E.g. Values in Subcategory are repeated twice: ValueValue. SDP version: 8.2.0 Build 8207 MS SQL: 2008 R2 Express Regards lakend
How to bind request with problem
Hello guys, We get SD+ trial ent 8.0 and we need to bind a request created from catalog template to the problem. And when i try to make it i didnt find this request in "attach" search list.
servicedesk opmanager integration
Dear Support! We have downloaded the ServiceDesk plus (8.2.0 Build 8207) and installed the OPmanager (10100). Both of them running well, I have integrated the servicedesk plus in opmanager. The integration succeeded, when I generate an alarm in opmanager, a ticket has been created in servicedesk. It is ok. But, when I clear the alarm in opmanager, the ticket’s status in servicedesk does not modifiy, it is still open. So our aim is if there is an alarm and a ticket, when the problem has been fixed,
Setting worked hour
Hi, I was testing the Help Desk Plus and I I have not found where to set the price of the technical nor the hour worked on the client. After I finish a call, where I find the calculation of hours worked and cost of the service to send to the client? Thanks.
receiving IT asset items on PO
On my purchase orders, Service Desk is preventing me from receiving items, if those items are an IT Asset. I get the following error message. "Failed to receive 1 items(s) as the Max Number of IT Assets exceeds the license!!!" Why am I getting this error message? On POs where I have a mix of non-IT assets, consumables, and IT assets, SvcDesk lets me receive all items except the IT asset items. On POs that contain only IT asset items, I am not able to receive any items.
New site issue
Hi I have created a new SITE and using it well i am created template , groups and other categories and sub categories. I want to know that when i am creating another site , i need new groups and categroips information. But i dont want to template to use again , i need new site with new template for that site users. but when i created a new site and add user to that site, all 2nd site user are able to see the old site templates , but i dont need that. Please guide and help me Regards MAJ
Request Status Filter Dropdown
I have created several new request status types and how do you get them to show in the filter drop down, there all type open.
Impossible to retrieve API Key from SDP 8.2 - Free edition
Hi all, I installed SDP 8.2 and it works perfectly. I want to improve my knowledge and i'm interested to use the REST API for automating tickets management. I need a technician key but when i try to associate a connection to a technician user a message is raised, indicating that it's not possible. I figure it's because the free edition is limited to one technician. When i check the administrator account, this account is configured to be associated with a connection but i'm not able to regenerate
I was unable to install the ServiceDesk Plus appropriately
I have installed it on Win7 and WinXP. Run the application C: \ ManageEngine \ ServiceDesk \ bin> run.bat and all services up correctly on both OS When I try to open the application in IE http://localhost:8080 not show any information. Run the application of C: \ ManageEngine \ ServiceDesk \ bin> changedbserver.bat and can connect successfully to the database in SQL Express 2008 R2. To others when trying to enter from the desktop icon the program is loaded into "Server Application layer .........................................................."
Asset - Additional Fields not showing
How do I get my newly created Asset - Additional Fields to appear when adding a new Product? Also, how can I make the required?
Dashboard chart is blank
Since upgrading to 8.205, the upper left-most chart on our dashboard contains no data. I believe this chart displays trends by Technician, Category, Level, Priority or Mode. Is there a query I can run to reset this? Thanks
ServiceDesk Install - Failed To Start Server
I'm attempting to evaluate the product, but I can't get it to start following installation. I've looked through the forums and ran run.bat. Here is the output: C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
Task Dependencies Not Working
On a request, if you set task dependencies for tasks, rather than requiring that task 1 be done before task 2 and so forth, notifications go out for all tasks and they can be completed in any order.
Add workstation to site
hi every one... I create site and assign technician to the site. I want that technician can add workstation to their site... Could you please help me!
Unable to retrieve technician API key with the Free edition
Hi all, I installed SDP 8.2 and it's working perfectly ! I would like to improve my knowledge and to test the REST API provided OOTB. I tried to generate an API key but just by trying to associate a technician with a connection an error message is displayed. This message indicates that i can not add another connection as it's a free edition. An existing connection is already existing. That's true, it's the one associated to the administrator account. But when i check this account i don't see a way
Requester reply
Hi, I have an issue with my ServiceDesk, I have the following notification rule ticked: Alert(or Notify) technician by e-mail when there is a new reply from the requester. However, I do not receive email notifications when a requester replies to us. I have email notifications set up for new jobs, contract expiry etc.. and they all work ok, just this one rule doesnt seem to work. 8.2.0 Build 8205, However this feature hasn't worked for a long time, through multiple upgrades. Thanks!
Can we disallow requester to view the archived request in Self-service Portal?
Can we disallow requester to view the archived request in Self-service Portal?
Service desk not sending notification
Hi iam using service desk plus build 8207 the problem is service desk is not sending notifications but it is reciving please help
Service Catalog Issue
Good afternoon, I am an SD Admin in ServiceDesk Plus, and I have created a whole bunch of service catalogs and request templates. However, the users can't see them. Even the administrator cannot see them, only me. Is there a way I can get all users to see these without me having to log on as administrator and do all the work again? Thanks.
Reports not reporting all data
Hello, We have a report to show open requests far a particular sub-category. However, since upgrading to build 8205 the report is failing to show this data. If I create a custom request filter for the sub-category I can see the requests but they will not show up in the report. I have also tried to re-create the report but that does not work. Thanks
Question for mail fetching.
I made the setting for SDP mail fetching but it did not work. Currently, mail itself works in Microsoft Outlook but does not work in SDP mail fetching. 110 port is opened but ping is unable. Do I have to open the ping too? Thank you in advance. Sangchul Jung. Telemant.
dummylistview
I've had 2 technicians report a problem where they get a popup from time to time: They were getting this on build 8200. I upgraded to 8207 last night and I got this message for the first time. All users reporting this are technicians using IE9 or IE10.
Conflicting ManageEngine E-mail IDs (ServiceDesk Plus / SupportCenter)
We've been using ServiceDesk Plus for some time & recently another group has gone live with SupportCenter Plus within the business. When replying / forwarding e-mails the tickets are getting mixed due to the "##<request ID>##" format of the e-mails between systems. Old tickets are being re-opened & replies merged between the two which is not ideal! Is there anyway to change the base template / format for one system to prevent this or any other options?
Invalid License File
When I want to start service ServiceDesk Plus with run.bat file that prompt me "Invalid License File - Error Code 492" Before That I used Trial License. what should we do?
Can't approve the solution
Hi! We have a problem - we can't approve the solutions. Steps to reproduce: go to "Solutions" choose the solution that you want to approve choose "approve solution" write a comment click approve - nothing happens. SD version: 8206 We've tried different browsers: IE, Firefox, Opera.
Service Catalog - Items deleted
I am drafting some new service catalog items under a new category but have encountered some problems. I created a new service category and added a service to it. After customizing everything on the form designer, work flow, and requester view I opened a new window to verify that it had been properly added, which it had. I then navigated back into the service item and pressed "Copy Template" thinking that it would create an exact copy in the same service area with a name such as "Original
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