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
Restoring backup to new server
I am migrating my servicedesk+ to a different server and during the restore on the new server I get an error. "Windows cannot find '.\..\mysql\bin\mysqld'. Make sure you typed the name correctly, and then try again. To search for a file, click the Start button, and the click Search." This error continues to pop up after I restart the server while the program is trying to start. Any Idea of why this is happening?
Request cleared when typing requester.
We just updated to 8.1.0 build 8112, and since then we've had a little issue. The issue does not occur everytime, but only sometimes. When a technican is filling out a request, he fills out all the fields, but after choosing a requester, all the fields that he just filled are cleared, and he can start over. Is this a common issue, and does anyone have a clue as to what might be the cause of it ?
ServiceDesk+ Reply-to Address option
Hello, We are in the process of testing ServiceDesk+ 8.1.0 Build 8112 and we have issues with the Reply-to Address option. No matter if we restart, save, etc this setting is not working. The save is successful, we restart the ME server but the email are sent with the same email address in the From field. The setting is like this: - we have one public email for incoming mails - eg servicedesk1@sample.com that is forwarded to a second internal one eg servicedesk2@sample.com - we need to configure
cant run query report
I cant run query report in query editor: SELECT execution_finish_time FROM Task_Input i receive this error: Restricted keyword found in query: exec How i can run reports with fields contains "exec" word? build 8114
Unable to see user additional fields
Hi We have problem in showing requester additional fields. When the Helpdesk operator opens new incident and try to search for requester, he/she can not view the additional field of requester while searching. Only SD Admin is able to see additional field Any idea Thanks,
Requestor Fields and Template Customization
I am able to modify and customize the Incident Fields. I am not able to do this with the requestor fields. What am I missing, or is this field not turned on?
Windows authentication prompt appearing when opening SDP webpage
Hi guys, I'm very new to ServiceDesk Plus and have been asked to take a look at an issue that we are having whilst the standard support guy is away. As such consider that I have little to no experience with ServiceDesk Plus. An issue started last week which prompts the user with a Windows username and password box when trying to get to the Service Desk Plus website. Once the user has authenticated (3 times), or if the user clicks Cancel, it progresses to the ServiceDesk Plus website which signs
Search not returning results
I am struggling to get the search facility for assets to work any longer. We used to be able to type a persons name into teh search box or part of thier name and as long as choose ASSET or WORKSTATION we got back the items assigned to them. With recent releases this functionality appears to have been failing more often than working and now with 8114 I am struggling to get any items returned. For instance if an Item is assigned to Peter.Smith i used to be able to type in pete and get back all
Error while importing users in LDAP for SDP 8.0
Hi, I have more than 4000 users when LDAP import to the SPD fails time out does not import although still connect to the LDAP javax.naming.CommunicationException: connection closed [Root exception is java.io.IOException: connection closed]; remaining name 'ou=People,dc=tht,dc=com' [16:18:33:218]|[10-05-2012]|[SYSOUT]|[INFO]|[24]|: here inside Login.jsp---->| [16:18:33:218]|[10-05-2012]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[24]|: generateNTLMV2Script HttpServletRequest--->http://localhost/ErrorLogListView.do|
MYSQL to SQL 2008 Login Issue
Just finished training and or Network Admin created a SQL 2008 install. backed up data, chgdbserver to SQL, restoredata... everything seem to go well. now unable to log on to Service Desk. Not even the admin user/pw works. What do I need to do to resolve issue.
Failure: Site with same name already exists
Hi, Am trying to add the sites with same name however inside different regions, also I need to add same name departments inside different sites. Please help me in this regards as i have an assignment, Abdul Majeed
Drop Down CSS Error
This is something that should be fixed. When using Solutions "Browse By Topics", the drop down cannot fully be seen. Please see attached. Perhaps this is a known issue as it appears the button overlaps the dropdown menu. Someone replied to this in another post I did, without looking at the attached. Please review the attached.
View requests of other users
Hi, I want to give some users the ability to view/modify requests of other users within the same group. I know I can do this by putting users in the same department and enabling the option: "Requester allowed to view: Show al their departments requests". This howewer does not work for us as some users are part of more than one department. I tried creating a user group, which has potential, but there's no option to link that group to the "Requester allowed to view" option. Is there another
Multiple AD authentication requests
Hello ServiceDesk Plus users, We have come across a perplexing problem which the support team is working on, but I wanted to ask if anyone one else has seen this happen. When a user/technician logs on, SDP is sending multiple authentication requests to AD. The number of requests is random - we've seen as many as 37. If an incorrect password is entered, the user is immediately locked out because the application sends the incorrect credentials enough times to exceed our limit. The multiple logons show
Data Restore Problems! Data truncation error when restore attempted.
************************************************************* Backpup data : Sun Oct 25 23:45:04 MST 2009 Database name : servicedesk Total Tables : 851 DB - Server : mssql Build Number : 7508 ************************************************************* Oct 27, 2009 2:28:15 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. Oct 27, 2009 2:28:15 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData
character_connection MySQL variable
mysql> show variables like 'collation%'; +----------------------+-------------------+ | Variable_name | Value | +----------------------+-------------------+ | collation_connection | latin1_swedish_ci | | collation_database | utf8_general_ci | | collation_server | utf8_general_ci | +----------------------+-------------------+Is there a reason why this is latin1_swedish_ci? Can I change this to utf8_general_ci like the others? I'm trying to run a query that does a union
Issue with emails to multiple groups
I have several groups on Servicedesk which are included on a new email request by a user. However, everytime when a certain group is included the incudent never gets created for that group. For example I have groups, A, B and C. New request emailed to group A - gets created OK. New request emailed to groups B and C (both included as recipitent on the email) - request gets created twice, one in each group OK. New request emailed to groups A, B and C (all included as recipitent on the email)
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