Firefox 11 won't allow you to add notes
My team are all running Firefox 11 on Macs. Since FF11, none of us can add notes to a ticket in SDPlus by clicking Actions>Add Notes OR the Add Notes button. There is no response at all to either action. Safari and Chrome are fine.
Solution Titles Cut Short in Self-Serve Portal
Hi, My solution titles are cut short in the self-serve portal (e.g.: "Cannot Logout, Shutdown, or Restart Workstation Wh ..."). Is there any way to configure them to display more text? On a related note, my end users are either unilingual French or English. Is there an easy way to store solutions in both languages? My current work-around is to keep both versions of the title and solution explanation in the same solution ID... But then my short title problem is exacerbated. Thanks!
Mail not Feching Exchange 2003
Hello We are using Exchange 2003 and we have enabled the user account with POP. I keep getting the following message when I save, "Failure E-mail setting saved successfully. But error occurred while trying to check connection with mail server - problem connecting to mailbox" The outgoing is fine with the same account details. The software is installed on a virtal server. Thank you Angela
Scanning Macintosh Computers
We have version 8.0.0 of the Manage Engine software but I can not get it to properly scan Mac computers. I have tried Network Scans. I have tried local or global credentials. I have tried having the machines just at the login screen and fully logged in,. It has found some of the Mac but the bulk fail the scan. Is there a Mac OS version that does not report back the info as ManageEngine expects ?
SLA's totally confused
Okay. So I've read the documentation back to front but I'm utterly confused with the SLA timing... INFO: Our internal Service Desk has the following operational hours: Monday-Friday 09:00-18:00 (9 working hours per day) We have the following SLA's QUESTIONS: Q1. If I set a 1 working day response/resolution does SD+ take into account our working day is made up of 9 hours and not 24? I want to ensure that a request raised on a Friday at 14:00 doesn't reach the 1 working day SLA until Monday at 14:00
\setcommonevn.bat is not recognized
Hi guys I am running this script: net stop servicedesk call C:\ManageEngine\ServiceDesk\bin\backupData.bat net start servicedesk I am getting the following error message: \setcommonevn.bat is not recognized as an internal or external operable program or batch file java is not recognized as internal or external command
Wish to import MS AD values accountExpires and lastLogon
Hi I try using the "Import from Active Directory" to import "accountExpires" and "lastLogon" from our MS AD but have no values from imports. Any idea what could be wrong? Regards Per Nilsson
After 8024: My users cannot open request
Hi, After I applied the lastest version 8024 my users cant open request!! I Need help, my operation stoped!!!!! They click on Add Request but nothing happens.
Changing web server port to 80 stops fetching mail anymore.
Hi, SDP linux version was running on port 8080 initially. I could successfully configure mail fetching then and it was creating requests automatically from the mails received on the email configured. Now, when I changed web server port to 80, it stopped fetching emails completely. I think I tried all permutations in Admin page. Every time I try to save configuration in Mail Server Settings Admin page, it takes lot of time to save without any successfull notification on top. When I try start fetching
How to disable scan schedule scanning and how does it actually work?
Hey guys, I once enabled a scan schedule, and now disabled it. For some reason SDP keeps on scanning, but adds in all found pc's with it's IP address... Things going awkward here: if i scan my domain, works perfect, all pc's are found and scanned with succes. Scanning through the scan schedule does not work, and i cannot choose what i want to scan with a scan schedule (i have multiple networks and domains)... Turning scan schedule off, doesn't seem to work either. Each morning i'm confronted with
RPC server not available for TMG server
I am under to see the hardware details for my TMG server after doing a scan. it says RPC server not available. Do I need to create a policy to permit servicedesk to poll the TMG server. I have already allowed port 9000 to go through. what other port number must I permit ?
Requester Can't add a new incident after upgrade to Build 8024
I have have upgraded our system from Build 8016 to 8024 and then discovered that no requester can add a request, technicians can adde requests. The user can fill in the template buit as soon as they hit add request it doesn't work, the page just sits there. Anyone any ideas?????
LDAP down, I can't login
This is mine problem, I selected LDAP connection and now, in my login page I can't no more select my domains. There are only LDAP and local access. There are 5 admin, 4 admin can't login because there is no AD access and the default admin is no longer in the DB. When I try the query in the FAQ to reset admin password I can't find admin/administrator user. How can I restore the connection to my domain and delete the LDAP one??
" Error while installing ServiceDesk Service"
While Installing Manage Engine Service Desk on Windows 2003 Server i get a message " Error while installing ServiceDesk Service"
Setting file size attachment on ServiceDeskPlus
Dear all, 1. Could we setting file size limitation for attachment on Servicedeskplus ? 2. When create a new incident on EMAIL ID(S) TO NOTIFY, could we type name instance email address ? Regards, Bambang
Round Robin picks only two out of five techs to assign to
Hi, I am using ServiceDesk Plus 8022 and am having an intermitten issue with the tech auto assign feature. We usually have the job set to round robin between the five first line technicians and the rest of the team are exluded. Occasionally auto assin will start assigning to only two of the five (always the same two), leaving them overwhelmed with tickets. The only way to "fix" it is to try and change settings and save them and then put it back the way I want it. This is not practical when
Business Rule for closing request not working.
Hi, Since I'm new on the forum, I really need your advise about how to create business rule for make auto-closing request of requested by requester? I already create the action rule to make the requested close when the condition is true but the request status still become Open. I thinks that system not allow requester / system to resolved / closed the tickets. Does it have any ways for fix this problem? Thanks, SOPHAL
Dashboard configuration
I am configuring ServiceDesk Plus for rollout. I am using ServiceDesk Plus 8.0, Build 8007. We own the Enterprise version. When I log into ServiceDesk as an administrator, my Dashboard looks as expected, with three tabs: HelpDesk, Problems and Changes, and Assets. When my technicians log in, they see one tab named "Problem". What I am doing wrong? These are the permissions that I have given my techs: What am I doing wrong? I just want the techs to see the HelpDesk dashboard.
Asset scan, ipv6 blocked by Windows firewall
Hi all We are running windows 7 ent 32bit clients. Our ServiceDesk Plus installation used to be installed on a Windows 2003 r2 server (no ipv6 support) but the server has crashed, and now our service deskplus installation is running on a Windows 2008 r2 server (with ipv6 support) Since the Win7 client and the Win2008 server _both_ automatic have ipv6 addresses on the isatap adaptor, ipv6 is taking precedence over ipv4 and network traffic would be ipv6 tunneled over the ipv4 address (default
Firefox 11 issues
Seems like SDP and FF11 have issues. I can't add notes to my task as the notes box doesn't popup. SDP accepts the Add Notes click but doesn't pop the notes window up anywhere. I have scrolled right down the page to make sure it didn't pop up somewhere further down. I'm not sure if anything else is broken as I have had to switch to another browser to keep using SDP.
Asset scan - Connection to RPC server failed
The troubleshooting guide to the above error for scanned workstations is missing one error that can be quite common. If you have enabled SMB message signing on your network and the scan resolves the wrong IP for the computer which another computer is using, you will see the above error. For example PC1 was using 192.168.1.1 but has shutdown. Its DNS entry still records this IP. PC2 is using 192.168.1.1 and is online. Its DNS entry records this IP. When attempting to scan PC1 the IP 192.168.1.1 will
Import requestors from a differant domain.
we have a trust relationship with another domain that isnt based in the UK. I have imported my requestors from the UK and created my techinicains, all good so far. What i need now is to specify another domain where i can pull the requestors from and create the technicians. Is this possible? Thanks
Log in to SD as Technician and get full admin rights
I want to be able to log into SD with my Domain credentials and get the full range of tabs (like if i logged in as local administrator) I have added myself as: AERemoteControl SDAdmin SDChangeManager SDCo-rdinator SD-Report The only tabs i get are: Home Service Catalog Requests Solutions My Details. Also i have a request in SD and it is assigned to myself. I can see it if i log in as local administrator, but if i log in as myself i cannot see it. Many thanks Allan
upgrade servicedesk 7022 to 7500
Dear All, I have done one upgrade 7000 to 7022 6 month ago now i will upgrade my servicedesk from 7022 to 7500 When upgrade, it show below error (logs) Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at
Duplicate tickets created when email used.
Has there been a fix for this issue? When a request is created and the user/tech response via email, a duplicate ticket is created. The subject is not changed. We have to merge the tickets. I searched the forums and have seen others with this issue, but I real clear solution. Thanks Jacob
Scan Issues with Solaris/Linux/HPUX servers
I've been having problems getting a successful scan on all our Unix Servers. Most of our Solaris servers are scanned successfully...some Linux and none of our Hpux servers are scanning successfully. I've looked at various posts regarding rpc, dcom firewall, etc. If the scans are working for some of our unix servers (and windows too), then it can not be an issue with the Windows 2003 server that ServiceDeskPlus runs on...has to be the target server. Can you tell me what processes, ports, configuration
Assests Scanning Problem
Hi When i scanned windows workstation for inventory (Assets) in SD Plus 8.0 , and my windows firewall is on , SD Plus unable to scan the workstation. But when i off the windows firewall it is easy for him to scan complete inventory and records. What ports or exception should i define in windows firewall so that it would work for me. I cannot off windows firewall permanently because its not possible. well i have tried alot to resolve. i define 5001,5002,5000,135,145 ports but still the problem is
New Installation of ServiceDesk ver 8022
Hello, I have just installed SD Version 8022. I can log in through the web interface and I have added my users, clients and a couple of technicians. I have tried emailing into it and it doesn’t seem to be fetching the email into its self. any advice would be fab. Thanks
Reclassifying products issue
Hi, I'm having an issue reclassifying some of our servers. When we first installed Service Desk we imported Servers from a CSV file and classified them as non IT Assets with a Product Type: Servers Imported, we did this because we lacked the node licenses to properly import the servers under the IT Assets server. Since then I've purchased more nodes and I'm trying to change the non IT Assets Servers Imported into IT Assets servers. I've had success with most Product Names by changing the Product
Firefox 4 cannot edit solutions
I have updated my FF to version 4.0 Now when I'm trying to edit solution of request - if it was already filled in with smth - it apears blank with no solution... The problem was on 7.6.x version of SD and on 8.0.0 Build 8009 I have purged my cache with no luck...
using blackberry mobile site with custom login page
hi guys, i changed the default login page of service desk plus to a custom html file and its working fine with desktops, but now when i open the site through a blackberry device the login page is fine because i created another css for mobile devices but the site is going to a normal desktop website after login (not the default blackberry website) so how can i bring the default site only for blackberry devices keeping the custom login page please help me
Business Rules,.
i'm running into little issue, I created an Incident Field labelled "Deferred Reason" which contains 10 different options. Technicians would select one option and a Business rule would then be applied and change the status to hold. My problem is: 1. If a technician updates the ticket with anything, a alert gets sent out everytime, as any change causes the Business Rule to go off 2. If a techician goes into the ticket after and changes the status back to open, when they hit save the business rule
Technician does not appear in global view.
I have a new technician and cannot get him to appear in the Global View tab on the Home page of ServiceDesk Plus. I also cannot seem to remove the older technicians from this list.
Requester cc field
Wondering if this was possible. I know when a tech replies to request they have they can added addition users in via the cc box. Can this option be added so a requester can add cc's into a reply?
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to ADD/Edit requests with the simple text.but not with HTML data. I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content with the REST API ADD/Edit Request I am getting the error "Error when parsing input XML elements - null - null" If I pass plain
Cannot Import Users from AD
Hey All, Under the configuration wizard - users - requesters I click import from AD however after I enter in the information for our domain, DC, login name, etc I can only select the Users OU. Our users are stored in different OUs. I have tried to clicking "Fetch OUs from Active Directory again" however it does not find any other OUs. We are using Version 8.0.0 Build 8013 Thanks, Liam
New Incident button issue
Hi Team I am currently having an issue where the New incident shortcut in the top left of the screen doesnt seem to be showing correctly and causing some issues when users are trying to choose the correct template, please see the screenshot. Can you help? Cheers Matt
History tab failure
Hi I found that in my SDP, after I change request's technician (i.e. assigning to someone else) the requester cannot view the history page ... it goes to a loop and finally shows nothing. Is this a bug? Thank you
Cannot import all my users from AD without errors in Provisioning app
Dear Customer Care, When I try to import all my users from AD with the provisioning app from you guys, it stops working. I've attached a screenshot of the error. Regards, Sander Stolk
Add image in mail fetching
Hi, I have a problem with mail fetching. When user add image to request by copy and paste, not by attachment, It will not show in Request page at technician side. For example instead of attachment. It will not show in request page, it will show damaged image, But if they attach, it will show as attachment fine. Is there anyway to make it work?, most of staff here are does this way.
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