New Incident Form Clears Group
Hi, I just updated to SDP 8.1 Build 8101, but I would like to point out that I had this issue with version 8.0 build 8026 as well. When I create a New Incident, or edit an existing Incident, after clicking out of the Requester Details "Name" field, the "Group" field gets reset to "--Select Group--". The same thing happens if I tab out the field. At this point I've just gotten used to having to select my Group twice, or selecting it as the last item before adding or saving a request, but it does
Technician access to archived requests?
I setup my SDP 8 installation to auto-archive closed requests after 1 year. Should my technicians be able to access these requests once they are archived? I can see them fine as an administrator, but the standard Technician role doesn't seem to be able to access these items according to the rights assigned to them. The "user does not have sufficient privilege" screen is displayed unless they try to view a request that was 1) created by them, or 2) assigned to them. Example: Technicians are assigned
renew Certificate
Hi all, we are running servicedesk plus 7.6.0 and our certificate( our own) is expired now. So i would like to renew, to install a new one. Can somebody here help me with it? Thank you
SDP via Windows Phone 7.5
Hi All, I just made our SDP site externally accessible, and it works fine from both a PC and one of my tech's Android phone on Verizon. I have a Samsung Focus running Windows Phone 7.5 on AT&T, and cannot get the full SDP site to load. The mobile client does load but is too limited to be all that useful. When I try to load the full site, I am prompted for credentials from IE as we have SSO enabled. Once the credentials are entered, the browser tries to redirct to /ntlmv2?redirectURL=HomePage.do,
Contracts Notification
We have missed a few contract renewals because the notification system didnt remind us. Doing a manual notification from the action menu works fine and we get hourly emails about incoming requests. Help! :(
Update Issues to SDP 8027 from 8022
Downloaded the 8027 update, ran update.bat file and selected it and get an error on install. Click the error log and it's blank... The last line in the command console that runs is this: at java.lang.thread.run(unknown source) I made sure java was updated.. The update manager error dialog is completely blank, just a white box that comes up. Haven't had any issues with the software itself, just trying to get upgraded to 8027 so we can install the new 8.1...
Reply email not appending to request
When a user replies to a request from an email client (webmail/outlook), it does not append the conversation to the ticket. If they reply from helpdesk interface, then it appends to the ticket. RE: [Request ID :##74##] : monitor has streaks <-- is the subject line in the reply. from my understanding, this should work?
ServiceDesk Plus fails to send any e-mails
We have a fresh copy of ServiceDesk Plus installed on a server here and for whatever reason this install will not send out any e-mail notifications. We've done all the tests to ensure that the server can create a connection to our exchange server via SMTP, but nothing is going out. Checking the Logs on the SMTP server there is no connection even being attempted. Wireshark was installed to the system to try to see if the connection was being attempted but just failed to write to the logs; nothing
Only local administrator email is working
If i log in as the local admin (administrator/administrator) to helpdesk, after creating a new incident request, notification emails are sent fine. if i log in as a domain user (imported from Active Directory), after creating a new incident request, no emails are sent.
Task has been assgined to you
one of our technicians got Task ID:xhas been assigned to you notification mail. although he isn't member in the group where the task *REALLY* assigned. i check the task it's assigned to the correct group. how can I investigate such issue. to know why did he got such mail
Outbound Email Woes
Can not send any notification messages out of the system. Logs are not to helpful, just says it failed. Thoughts?
Personalize Time Zone
Hello. I am running SD+ 7.6.0 Build 7605. I have support technicians in more than one time zone. When they log into the system and go to 'Personalize' menu they are given the option to configure a Time Zone. After doing so and saving the settings, the time shown in the SD+ interface does not update. 1. Why does this not change? 2. Does that time shown integrate with SLAs and Operational Hours?
how to make the requester can't see the conversations ?
Dear all, we deployed a manageEngine ServiceDesk Plus8 to a special department, we have a requirement that, we can't allow the requester to see the "conversations"(means not allow the requester see others' reply/forward, they only need to see the close comments, that's, they only need to see the solve result, can't see the Intermediate process ), how to do this ? thanks Bests regards David
Empty OU list in AD Import
Today I had installed fresh updates for Windows Server 2003R2 x64 and TZ-fix for JRE. And later, when I had tried to import requestors from AD I had found that list of OU's is empty. It contains only "Users" OU. Yesterday I had no problems with AD import process. SD 8.0.0 build 8022. I pressed to "import OU structure again" Here is the log of today's OU scan: [15:45:08:059]|[03-16-2012]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[24]|: Connection obtained for crawling
Issues with Service Desk plus technicians
Hi Today we experienced an issue where independently, 2 technicians logged into SD+ and were not recognised. They were able to login, but their names were not shown and they could see no requests and were told they didn't have access to the tabs (Admin, Change etc). When they changed their AD passwords, all worked fine. However, their passwords were not due to be changed. Any ideas? James Gander Gander Service Management IT Operations and Service Management Consultancy
Assets no longer in domain remain in store after domain scan.
Apologies in advance if this is a simple fix, I'm still very new to ManageEngine Service Desk administration. After going through the admin guide I am unclear on how to exclude some OU from domain scan. Our environment is set up to discover assets and scan changes using domain scan. This works well for the majority of our assets. However, after some time and changes to the domain a number of workstations are no longer in the domain. The assets remain in the store list after a new scan of the domain
2 computers in our network are being overwritten while adding assets
I got a strange problem. 3 computers in our network, while trying to add in assets in SDP 8.0, are being overwritten with each other. Common thing I noticed with these compuers is that all of them have vmware server or workstations installed in them.
Can't find request
I can see Requests by Technician in my dashboard and I see there that's one of the Technician has one overdue request, but when I click on it, I can't see anything: How could I find that request?
Remote control in Service Desk 8 Plus will not install Active X
Using Windows 7 SP1 I am unable to get the Active X control to install on the client when using remote control in ServiceDesk Plus 8 build 8026.
First Time Install
I downloaded and installed the Professional Free version on XP and Vista and neither is working. I have tried both the SQL and MYSQL versions on the XP Machine. I have tried the MYSQL version on the Vista machine. Neither bring up servicedesk after install. The ISS is a fresh install on both machines. ISS home screen comes up when I type in localhost. Servicedesk in installed and configured to use localhost:8080, the web portal does not come up. Please advise. I have this installed on a personal
restoring the database
Hello, there is a problem - after restoring the database from backup does not run the client, the log is attached.
How do I use the filter?
I am new to trying to figure this whole thing out, but I am trying to inventory our School District's computers into the Manage Engine software. I want to try and do them one school at a time to get the hang of it, but when I go to the Assets > Workstations page, and click filter, I type in (like) VP* hoping to get results that only display computer names that start with "VP". When I hit enter, it just takes me back to the default workstations page. Is this correct? Or am I approaching this completely
The users accounts is dublicated after the logon name in AD is changed
Hello, we've a next problem with our servicedesk+ system. We had changed the users logons names in Acrive Directory, and after synchronization, we get a new account in servicedesk+ for each existing user. But we are expected that the old accounts should be updated with new logons names. Can you kindly help us? :)
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
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