Technician Last Name Change
Hello, One of our Techs changed her last name so i removed her from the tech list and re-imported the requesters from AD. I then added her back to the tech group and it all went well. This tech was the approver for most of the POs in our system so now no one can view any of the existing POs. All we get is a blank screen. Can anyone please help? Thanks in advance for your help.
Agent scan mode issue
Hello Support, It seems something is wrong on the server side in SD 8114. What I mean. Agent is deployed on several computers. As I can see, "ManageEngine AssetExplorer Agent" service is up and running on these workstations. Registry settings are correct in the HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ZOHO Corp\ManageEngine AssetExplorer\Agent. aeagent.log: [11/06/12][13:50:46][AEAgent.cpp][60][INFO][2148] ::**************** AEAgent (1.0.12)Started. **************** [11/06/12][13:50:46][AEAgent.cpp][64][INFO][2148]
NTLM Failed Redirecting To Login Page..
Hello When I use firefox 12.0 on SD+ 8.1.0 Build 8104 I keep getting the error NTLM Failed Redirecting To Login Page.. Can you advise on what to do to fix it?
SDP 8.1.0 Build 8101 VM Host Scanning
I have installed the latest version of servicedesk Plus in a test environment in preparation of the migration of our live version. The main feature that would benefit us is the VM host/guest scanning as we want to easily see which of our servers are VM guests and which servers they are hosted on. Although this feature is apparently available in the latest build i cannot see where this information is show. I have successfully scanned a VM host on our network and a VM guest server but neither display
Need from_thismonthlastyear & to_thismonthlastyear for date filter criteria
Hello, I am trying to find the correct filter criteria to filter (by date) completed requests in a ServiceDesk report. Thanks,
Disabled reports created by query in SDP 8110
Hi people. We have updated our SDP distribution from version 7611 to 8110 (OS linux, embedded mysql server). After this update we noticed that users without SDAdmin role are unable to run lots of reports. After digging this situation i found the reason of that issue. Such reports have value of 2 in REPORTTYPE_ID field of CustomReport_Details table Your ReportHome view shows links to this kind of reports like that: <A class=publicReport onmouseout=parent.closeDialog() onclick="parent.closeDialog();javascript:runReport('module=run_query_editor_query&report_id=30006',30006)"
CSV import fails for IT/Non IT Assets for all technicians
Hi, I gave to some Technicians the "Site Admin" role, but when they try to import IT assets from a csv an error occurs: Error : java.lang.Exception: You are not Administrator, creating new user permission is not there for this role I found a workaround, adding a column in the csv file with a "fake" user. I created it within the same Site and Department of the Technician. But this is a little complicated to manage when I have to import a lot of assets. Is there a better solution or workaround? I
DROID apps store
We were able to download the APP and install it on our DROID phones. The Admin profile can sign on without a problem but everyone else can not sign on. we all receive an username or password in incorrect We are not AD based We are using the current version 8116 Anyone else have this issue?
reply from requester
Hi, We are testing the new version of SDP, but have a problem with the replies of the requesters. When the requester replies an mail that's send from SDP, this reply won't fetched into SDP? is their something i won't see? Thank you in advanced. kind regards, Daniël
Select Technician list is blank
Hi, we have version 8101 of Servicedesk plus with 250 techinicians. We recently changed someone's name on servicedesk via AD import and they can no longer assign to technician in the requesters page as it is blank. The person's name was changed around 2 weeks ago, they ave only just noticed this isn't working, not sure if it's coincidence! We've tried importing from AD again but this didn't fix it. I've checked the users settings against someone else on the dept and they are identical. Any help
Error when editing a Support Group
When I go and edit a Support within the Admin Section, I am getting the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Customization of default values in Requester...
Hello, We are very interested in using this product with my business and have currently installed a trial version to see if it suits our needs. What I would like to do is create a group of requesters (my clientelle) that are not people, rather job sites - so that I can affiliate different types of jobs with specific sites. I would like to know if there is any way to customize the default fields under the requester tab within the admin menu and whether under my Requester - Users admin list I
Issue with email requests
Good morning, We recently have implemented the ability for our end users to submit servicedesk requests via email. Unfortunately, every time someone sends an email in it somehow crashes certain functions of the system. ServiceDesk is still operational, but we stop receiving ticket requests and email notifications of any sort. Once we reboot the server all of the requests that were submitted since the email request flood into the system. Have other ServiceDesk users encountered this issue? Thank you,
Prevent disabled users from being imported as requesters
Can the AD import of requesters be prevented from importing disabled users?
Multiple instances of Manage Engine software on one instance of MySQL?
Can multiple instances of Manage Engine Products run on one server ? Example scenario: OpManager Servicedesk Netflow Running on one MS 2008R2 server on one instance of MySQL. What is the recommended practice?
How do you get data for a technician or supportgroup with the REST API
I have managed to get all the technicians with: http://localhost:8080/sdpapi/technician?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E and all the support groups with http://localhost:8080/sdpapi/admin/supportgroup/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E It should be somthing like this http://localhost:8080/sdpapi/technician/10/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E
Categories/Sub Categories
Is there a way to make the settings so that the user can only view category, but change and view sub category? It seems that I change the settings to this and save and then when I go back both category and sub category are set so that the user can change and view both.
Recover information for tickets
Greetings. We have 2 customers, who have a problem on his servers and needs to do a reinstallation of his environments, but they noticed that some tickets are missed, but the 2 of then have the information in a xls file. It is possible to "inyect" those info into the database? Any help would be appreciated.
Username & Password for Mail Server setting
Hi What Username and Password should I set for Mail Server Settings in Service Desk ?
Default Search not working
The search on the left side of the screen does not work with I leave Default Search as the sub module. It works fine if I change the sub module but I need to be able to search the details of tickets.
Worklog to parent ticket
hi guys, Currently we starting to test adding worklog to a ticket with the associated cost per hour. The specialist with whom we are testing only gets request from other specialist. So all his requests are linked to a parent request. The problem we have is that even though when he adds the worklog to his request and checks the box " add to linked request " it is not being added to the parent request hence all cost is translated to the other specialist and not the customer any help will be appreciated
More dynamic view of comment field in tasks - all modules (change, problem, requests)
Hi. Is there any possibillities to get the comment field in tasks related to all modules (change, problem, requests) to show more than 3 static lines of text, regarding to height of the box (the width does dynamically expand)...? To scroll through a text in lets say 25 lines maybe, line by line is not very ideal to say the least... Se the attached pictures, have inlined the problem area in red.. Yes, i know i can scroll... But static boxes to show this kind of information is not working very
Servicedesk Invalid path /loginpage
When I try change the Port number for your Servicedesk website from 8080 to 80 the loginpage shows up and I'm able to enter the admin/admin login. But after that i get the error "HTTP Status 400 - Invalid path /LoginPage was requested" and thats it...If I then change back the Port number to 8080 it works fine... What could be the problem?
email attachments
I am trialling Service Desk plus but have hit a snag. My users want to be able to submit tickets via email and are accustomed to adding attachments (images / documents) but when the emails are imported into Servicedesk plus the attachments are lost. Is this by design, a bug, or am I missing something? Thanks, Ian
Reply to Requester From Email
Where does the "From Email" pull from in SD+ when a technician is using the "Reply to Requester" templates? I'd like to edit this, but cannot locate where this email originates from. Your assistance is appreciated! Stacy
HelpDesk Problem with translation
Hi, Im using HelpDesk and I have a problem with the Swedish translation of the software. The "new request" button does not translate from English to Swedish. I don´t know if this is a known problem, but how can I fix it? Thanks!
E-Mail Command REQUESTEREMAIL breaks request/ticket
Hi, we're using the following e-mail commands: ##REQUESTTEMPLATE=1st Level## ##REQUESTER=Felix Kollmann 3## ##REQUESTEREMAIL=***private*email****## ##MODE=Phone Call## The request is successfully created but the read-only view is broken, and the issue seems to be that the requester is not being created correctly. If I have a look at the requester list via the admin menu, the user does not show up. But if I edit the ticket it is shown and clicking on 'edit' reveals an error: "error while requesting
Links in reply templates
Hi, We're running version 8112. I noticed today that links in reply or resolution templates are not coming through as hyperlinks with viewed through the web portal. In other words...requester opens a ticket. We reply with a template that includes a link. The e-mail sent to the requester shows the link properly and it's clickable. The same reply shown within the web portal does not show a link; just the text of the link. It's not clickable. I'm not sure when this changed; we've been on 8xxx
Mail fetching problem
Hi all, I'm using SDP Standard edition, with a MS-SQL db. I have a problem with mail fetching. I have configured incoming mail, and it's running. If I receive a response from a requester (an email with subject like "R: [Request ID :##5298##] : YYY...") it works fine, and the response is correctly attached to the request 5298. In the log appears: [09:45:59:483]|[10-18-2012]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[INFO]|[193]|: f.getSubmit() ============ null| [09:45:59:483]|[10-18-2012]|[SYSOUT]|[INFO]|[193]|:
Available Site for technician: empty
Hi, I configured the sites on SDP and now i'm trying to associate technician to that site. In available site in Users - Technician i have nothing and i find in associated sites "Not in any site" There is step that i could miss in configuring it? * Under Admin>>sites: all sites are available after importing from AD.. So how can I associate for every site specific technician? Thanks
Pass-Through Authentication LDAP
it is possible to have automatic authentication with ldap in current version Service Desk Plus ????
Cannot pickup request with imported site
We recently upgraded to 8.114 Since that, SDP has created sites for AD users that have the site information associated to them. However, when one of our technicians attempts to 'pick up' an auto-logged request (autologging via email from an AD user to our helpdesk email account - that logs a default request), they get the error message: "Cannot be picked up as technician not associated to site" Using the admin tool to look at the technician(s), they are all set to "not associated to any site" - this
Problem upgrading ServiceDesk from 7611 to 8000
Hi, I am having problem in upgrading SD from 7611 to 8000. I got this message when I reached 99% of the upgrade process "Failure, Please check the link". I have done the rollback process and now it is working but I need to upgrade the ServiceDesk. Can you help me? Best Regards Rita Azevedo
Configure a path for saving the attachments
Hi, In the lastest helpdesk version : 8.1.0 Build 8114, you have built in the ability to modify the path for saving file attachments. When I look at the options screen the path that is filled in is: "C:\ManageEngine\ServiceDesk\bin\\.." However looking on the server, the real current path seems to be: "C:\ManageEngine\ServiceDesk\fileAttachments\" What happens if I change the file attachments path to for example: "E:\FileAttachments\"? Will I have to copy the existing attachments to the new
SMS Notifications Not Working
I have a Business Notification rule set to Email us whenever a ticket is created with a HIGH priority. This feature works fine. I then have another business rule set to SMS us whenever a ticket is created with emergency priority. The email works great however the SMS feature does not work. What am I missing? I have entered our SMS email adddress in the SMS Email ID however we are not getting any text messages when this rule runs. Is this a bug or is something not set properly?
Unable to start servicedesk Plus server
Hi I installed SDP 8.0 just now, after Installinon end it gave me an erorr " Stsrt Erorr ". I tried to stsrt it form Start->all programmes-> msnsgeengine servicedesk plus-> servicedesk web client =>gave me massage in black screen to start server first, because server in not started. When I tried to start server from Start->all programmes-> msnsgeengine servicedesk plus-> servicedesk server => it get me nothing. finnaly I tried to start server from run window: cd C:\programe file\manageengine\servicedesk
Robo Technician - Access Denied
I am using the trial version of Service Desk Plus and have set up the Robo Technician to reset the password along with a template for the password reset. However, when testing it it always bring back the error message Password reset failed. Access Denied
BackupData.bat error message
Dear all, I received a message from my Service Desk that the scheduled backup cannot be completed successfully. Below is a portion of the notification I received: Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com java.io.FileNotFoundException: ..\fileAttachments\Request\Aug2012\1600 (The process
Problems with the editor when editing/making new solutions in Servicedesk Plus 8.0.0
We have trouble when we add new solutions in our solution base in Servicedesk Plus 8.0.0. The layout of the solution can look good, but as soon as we save our solution, the end result of the layout is different than tha preview was. This is especially a problem regarding double lines between lines/paragrafs, even though this has not been selected in the preview text we make before we save the solution. Also when adding paragrafs either with dots or numbers, it will reformat it at random points, and
Mandatory at Close without sending Notification to User?
Hello, is there a way to close a ticket using the automated selection, without sending a message to the user? This would be ideal. Thanks, Stacy
Next Page