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
Replies and forwards on requests not including the latest/previous message
Hi, ManageEngine Team! As of recently, our replies and forwards on requests (Conversations section) are no longer including the previous message/email in the chain - only the original, incoming email/message is included (from ticket creation/description).
[SD-106990] The site field does not exist in the user list
Hello In versions before 14.1, it was possible to search the list of users by site. Why is it not there now? Please add it in the next version. If there is a workaround to solve this need, provide it. SDP v14.1.04 DB: MS SQL Thanks
Importing a SSL certificate from a local CA fails at "Building certificate chain"
I'm trying to import a self generated cert from a CA i created. and its failing at "Building certificate chain" the CA keys are on the server that is running SDP. This instance of SDP is integrated with endpoint central, so I dont know if that has anything
Getting OAUTH2 to work with ServiceDesk Plus
Trying to get ServiceDesk to work with SMTPS on OAUTH2 but it keeps on throwing me this error. Anyone have any idea? Google searches are hitting dead ends.
"Send notification to group technician(s) when a request in this group is updated." doesn't notify
I've added a technician to the "Send notification to group technician(s) when a request in this group is updated." function under a Support Group. But they recieve no notifications on incoming e-mails nor status changes etc. What is the criteria for counting
Google Chrome not resolving url
Good Day, Chrome all of a sudden stopped resolving the internal url for our service desk. I recently upgraded to Windows 11 so I thought maybe that caused it. I also tried on the server itself and it does not work with Chrome. I then patched to the latest
Logging out a technician
Hi, I need to know a way where a technician can be logged out (either via query or via some inbuilt setting option) forcefully. We have tech auto assigned enabled and sometimes tech forgets to logout when completing their day. This causes all the incoming
AD Manager Plus Integration w/ Service Desk Plus
I'm trying to setup the integration between ADMP and SDP....I've got the ADMP side setup correctly and tested, but when I setup the SDP side I get the following error -- "Services Not Update", it pops up then goes away after I hit Test Connection and
SDP Upgrade Failure 11010>>11100 Ticket 8533673
Hi, There is an open ticket, but I have not received a response for several days. I can not update SDP to version 11100. The log files are attached. I have taken the following steps according to the feedback from support: 1. create a dummy file under
Send SMS to technicians' option has been removed!?
In Business Rules, Option: "Send SMS to technicians" removed on new Servicedesk release!? In which section should I put the SMS notification rule? To send SMS based on this condition..!
Bug: Change Workflow and CAB members
We've noticed that when adding/removing members of a CAB, the modified member does not get the approval email if the change type is linked to a workflow. Example: New member is added to CAB, new change ticket is created, approval request is triggered
[SDF-83722] Import Task Template
It would be nice if: Servicedesk Plus ,Allows you to import tasks Template from an Excel file.
[EMS] - Moving request between instances causes loss of information
In our HR instance we have a template setup with a several resource sections. When we move the ticket to our IT instance the description field is retained, but the resource sections completely disappear. When we move the ticket back to HR the resources
Bug in OLA definition for multiple site with diffrent support group
Hello We have defined several sites in the SDP (London, New york, Paris). Each site has several separate support groups. Now we want to define SLA for each site and also OLA for different site's support groups. We found out that when we open the SLA settings
Problem to Upgrade ServiceDesk to 14
Hi, we have atm the version 13.007 when i update to 13.0012 there is no Problem but when i make the Upgrade to any Version of 14 the Service dont start can some one help me? Which looks you need?
Reply to initial request
When replying to an initial request, the original request is not included at the bottom of the reply. When replying to additional replies the last conversation is appended to the bottom of the reply. This behavior is present in 14101.
Bug: Cannot view ESM sections Users, Security Settings, etc
This is a bug report. Affected versions: Version: 14.1 Build 14102 Since: 12.* (We became customers at this verison, we assumed you would fix this) Description: The sections "Sites", "Privacy Settings", "Users" and "Secrutiy Settings" cannot be opened
Unable to login via mobile site or Android App
We have SDP installed, we can login without issue from the desktop site, but we get "incorrect password" when trying to login from the mobile site. This is true from our phones as well as a desktop browser. http://helpdesk/ = working without issue http://helpdesk/mc/ = unable to login What could be the cause and fix for this issue?
Close request
Hi teams, We have the last build 14.1 Construir 14103. When we update to the latest version, the notification email to the applicant for case closure fails, and does not allow them to close it.
Upgrade to 12000: skip forced backup
Hello, looks like -DSkipForcedBackUp_11200=true doesn't work anymore. What is the new option to skip forced backup when upgrading to 12000 ?
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