SDP Best Way to Add New Users
I am looking to find the best way to add new users to our Domain. The issue I have is all of the RCL Notification and other features do not allow you to email someone not in the system. I would like a way to be able to start a ticket that another user
Zia - Suggest Template Predictions and Assign / Suggest Category needs to be retrained / configured
We are currently using SDP On Premise v13009 We continue to have issues with the Categories and Templates automatically assigned by Zia and have not been able to retrain effectively. The vast majority of our request come in as simple emails. The Unassigned
Auto Site Allocation not work!
Hi, I used SDP v14.1.04 with Endpoint Central integration for computers scan. My organization has multiple site with different IP address range. I want to use Auto Site Allocation to assign computers to related site, but after configuration I didn't see
Error :One of the given inputs exceeds the maximum length.
hi sdp ver:14.104 i was trying to change some info in Organizational Details i was trying to search a in department rolls , it did not change or have a reaction and when i opened inspect mode I've encountered this error: One of the given inputs exceeds
HSTS missing on Web Remote
A scan showed that port 8083 has HSTS missing from its server. After some digging it seems that port 8083 is pointing to web remote for service desk plus. Accessing it on the web doesn't lead anywhere, just a "not found" screen. How can I go by disabling
can't start sdp service
Hello, After upgrading to the latest version SDP 14200, previously 14103. SDP service can't run anymore. If manually start the service, it's getting an error "refer to specific error code-1" Please help. Thank you,
API to Retrieve a MultiSelect Fields
Hi Team, I'm trying to a retrive a Mutliselect Field from a request but I keep getting error below. {"response_status":{"status_code":4000,"messages":[{"status_code":4001,"type":"failed","message":"Invalid Input","fields":["udf_fields.udf_multiselect_16202"]}],"status":"failed"}}
Unable to Start ManageEngine Server
Hello, We received a read-only license for our old Manage Engine Support Plus back in January 2021. We did this because we moved to Zoho Desk software. We need to be able to access the old system, on a local server, but we are unable to. I can't provide
can we add a button to the template?
Like radiobutton, checklist or textfield, can we add a button to the template? for example requesters send us the material code for us the process. if there is an add button, it would be great if there was an add button, and users could also add a second
Execute Query Report API issue
Hi, I want to use Execute Query Report API for custom menu in SDP. In first step I have problem to check API with Postman. I shared Postman screenshot with you to troubleshooting. I don't know I get "Unknown error occurred while processing your request."
Close requests custom trigger
How to create a custom trigger that will close tickets for which the last response was sent from the email address xyz@abc.pl ?
Asset Explorer Agent Configurations problem
Hello, i have installed asset explorer fresh on a virtual machine, i have followed the integration procedure to add endpoint central. But i get the following message when i click on agent configurations
SSL certificate import errors.
I generated a fresh SSL cert using certbot and letsencrypt and its not importing via the SDP import ssl cert module in the settings. I am including the private key file that came along with the cert, and the file itself is not encrypted. any advice?
Major issues with ALL browsers even after latest update - "The username or password are incorrect"
Hello - We are still having major issues with all Browsers, particularly, Firefox and Chrome. Many users and technicians are reporting that their password needs to be reset which isn't the case. What happens is when someone mistypes their password, they
Two Active Directory Domains login trouble
Hello, Might be a wrong place to publish, as i had a problem and found the workaround myself so it is not a problem for me anymore, but it might help somebody. I'm pretty much a beginner, i have been using SDP in a small environment for a few months in
Problem in Initializing Postgres !!.. Kindly check logs...
Estimados Estoy tratando de instalar Service Desk en una maquina Debian 9.9 pero me da el error "Problem in Initializing Postgres !!.. Kindly check logs..." y no finaliza. Agradeceria su ayuda ------------- Dear I am trying to install Service Desk on a Debian 9.9 machine but it gives me the error "Problem in Initializing Postgres !! .. Kindly check logs ..." and does not end. I'd appreciate your help
SAML SSO Login without initial splash page
Has anyone had any success using SAML single sign-on without having the initial 'Log in with SAML Single Sign On' screen appear? I'm not sure what we're missing in our config but we'd like it to act more like the old NTLM SSO where simply opening the
Notifications
When i assigned request to group, there is no email notification to group email
Problem with more than one email in 'Email ID(s) to notify'
After we updated to 14.2 Build 14200, our users are reporting that they are no longer able to add more than one email to the field 'E-mail Id(s) To Notify' in a new request. Normally they will enter an email address and put a comma and write the next
Service Desk can not reply to Emails
The system can not reply to Emails. It gives an error in the browser like "failed to sent alert". I recently changed the incoming mail settings to OAuth Authentication type for it to work. Should I change the outbox settings in a different way? please
SDP - v14104 - Conversation mail income error
Hello, Since v14 my app started to show some issues related to incoming mails that convert in conversations for an existing Request, due to, although the app creates the conversation on the app after receive the email, I receive the attached mail that
EWS - Problem connecting to mailbox.
Hi ALL. I have SDP11.1 Build 11122 + Exchange 2016. Several days ago i detect some mail fetch issue. I check all settings and have this message: E-mail settings saved successfully. But error occurred while trying to check connection with mail server -
Lose focus when SDP save reply's draft
We have the identical problem discussed in another thread: https://pitstop.manageengine.com/portal/en/community/topic/focus-of-window-gets-lost-due-to-auto-save I can understand that maybe it won't be the most urgent thing to solve, yet it has been years
SDP - v14103 - Schedule Backup Issue
Hello, The backup scheduling option isn't working due to the following error: I appreciate your help. Logs attached
URGENT: we have lost our entire fileAttachments\conversations folder
We had to increase the maximum attachment size yesterday from 10MB to 15MB, but we kept getting an error that the default location to save attachments was an invalid path. We needed it to go to D:\ServiceDesk\fileAttachments, but it wouldn't let us set
Upgrade to the latest version, ServiceDesk Plus 14200 build
Hi Team, just for your information: I've tried to upgrade my SDP to the latest version (14.200) when suddenly, the process blow out. Analysing the logs, there was a reference about a duplicate key: java.sql.BatchUpdateException: Cannot insert duplicate
SLA Selection criteria - limit to list?
Using 7602 is there a limit to the number of entries that can be against a particular selection criteria. I am using ITEM on one SLA that has a large number of values possible, and can't take it up higher due to other selection criteria needing the AND operator. What I am seeing is if I try to amend the list I get an error stating an SLA already exists with the name.
Issue with build 14105 - Technicians cannot see reply templates
Since upgrading to the latest version our non-admin technicians are not able to see any reply templates in the dropdown despite the templates being shared with all technicians and working without issue in the past. Admins are still able to see the t
Conversation body not displayed after database migration (From MSSQL to Postgres)
Hi, We've just completed a migration of two instances of SDP from our datacenter to AWS. In that process we update both installations from version 9.4 to 14.2 and in one of them, the database was migrated from MsSQL to PostgreSQL. Just in that instance
Request Timer action - Custom Trigger
Hi everyone, I'm currently trying to set up some automation in ServiceDesk to send notification reminders every 15 minutes. I have set up a request Timer action to trigger the notification, but I am only seeing email notification possibilities and it
Can't assign request
SDP 14105 updated, rebooted, but nothing seems can be solve this annoying problem. Some tickets can't be assigned correctly. I can compile all informations of the ticket but when I select a technician to assign that request, SDP confirms the operation
User is Unable To Receive Mails Via Service Desk
Good Day Team, I am a service desk operator and i make use of SDP version 14.1 A user does not receive emails sent via the SD portal. This issue has been there even before SD was upgraded to version 14.1 Please how can this be rectified?
"approved" request still shows as "awaiting approval"
I am new to ServiceDesk so perhaps this is something easy to change or fix. I have a service request that requires approval. The request is approved by the manager but in the console the request still says "awaiting approval". Shouldn't it be approved?
ISSUE: HELPDESK 14.1 Build 14105 | Reply, Reply All, Forward function not working from request replies/latest conversation |
14.1 Build 14105 We have uncovered a critical issue with the Helpdesk 14.1 Build 14105 when a technician tries to use the Reply, Reply all or Forward functions from a new reply that comes in as part of a conversation to the existing request, it does not
Migrating from on prem SQL to Azure SQL
How do you handle the symmetric key and cert migrating from on prem SQL to Azure SQL? We dropped the cert and key before migration and re added them back, but now we cant sign in after migration. It appears the colunms are not decrypting properly. Is
SQL DB write error trying to open the symmetic key before opening master key in the session
ServiceDesk Plus version: 11.3 build 11311 I have been facing several annoying issues during previous days, one of which was mostly complained about was the requests history not being recorded at all! I crawled the serverout logs on the server and found
Mail sent from two different SD Plus systems, communication breaks down.
When a request from a customer's ServiceDesk Plus system is sent via email to another customer's ServiceDesk Plus system, which creates a new request in there system. An automatic response is sent back with the new request ID. This response is not related
Support Issues
I'm submitting this as a discussion as I haven't found a better way to complain about this issue. I will start off by saying that you guys have a great product and it functions great most of the time. When I have issues is when the big glaring beast rears
Our SAML login suddenly stopped working.
Hi, We would like to get some help to read the logs and see the images below, maybe we're just missing something? I don't recall seeing additional fields in earlier version (13...) but it has worked for a while since latest update. Yesterday SAML login
Search function issues
Hi, After doing some upgrades from 12.x -> 14.1 we're having trouble with the search function being a bit unreliable for some users. It seems to be related to languague set on the user profile, but not quite sure exactly as to why - I checked the forums
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