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.
Assigned Technician does not get notification email when assigned during request creation
It is a bit strange of a behavior, but when a technician creates a ticket, they can assign to another tech at the same time they create the ticket. But the notification email is not sent. The general new ticket email is, and if you go back into the ticket and assign it, it does send the notification email to the assigned tech. Any ideas, we would like other techs to be able to assign tickets to each other when it is not their area or responsibility.
Backup technician doesn`t works by new requests by email
I have this issue When you Mark unavailability in a techinician A, and setup a backup and click "Assign to following technician B", and i have a business rule that say "if subject say "xxxx", then assign this request to technician A. So, with the Backup technician setup ON, all request are assigned to the technician B, but this works only when i add a new request by the self service portal, and don't works when a new request is created by email. Please Help
Screen not displaying correctly
I'm using I.E 8.0 but with other people who are using 8.0 it shows fine...also I tried firefox and it shows fine. I tried clearing cache...any suggestions to why the buttons are displaying this way?
Problem with Backup (charset)
Hello We are have just upgraded our servicedesk-plus to latest patches and now we are having some problems with the backups of file attachments. Since we work within scandinavia, the problem is we use the chars ÅÄÖ.We found out that this was changed as a security fix. Now here comes our problem. We have 600 attachments that we cannot do a backup of now. Do you have any solution for this? This is the error output: Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please
service packs for windows 7 and Windows Vista don't appear
Hello all, I have no problems for seeing software installed in Windows 7 And Windows Vista Machines. However, I can not see any Service Packs (Security or Critical update) for these operating Systems. I can only see Service Packs for Windows XP. Thanks in advance. Cássio.
Workstation / Server scan failure.
After installing the agent, scan works automatically but after 1st scan, every scan attempt fails and gives this message. "No response received from workstation. Probably the workstation might be switched off or does not exist." I checked the ICMP and port 7 and these were opened and ping was able. None of the workstation / server was able to scan. Even SDP fails at scanning at its own server too. Any suggestions?
Backup failed since resizing disk?
Our servicedesk 7.6.0 Build 7611 was working fine until a week ago. I then manually resized the disk it was running on. Had to recreate swap. All errors with booting where solved and servicedesk is running fine again. Except the scheduled backup fails with the following message: If i run the backup manual from ServiceDesk/bin/backupData.sh it runs fine. backup file is created. At the end of the manual backup it outputs: stopping DB Server >>>>> false is that normal behaviour? What can i do to get
Manually change ldap dns ip without logging in to manage engine service desk?
We recently installed 2 new 2008r2 domain controllers in our domain, transferred the fsmo's and removed the old servers from the network. Unfortunately the ip for dns was not updated in service desk, so now no one can log in to include the default administrator account. I wanted to know if there was a configuration file somewhere that the ip for the current dns server could be updated in.
Custom Request Template Not Being Used Properly When Request Is Sent Via Email
When users send Requests via email with correct parameters to use a custom Request template, ServiceDesk Plus ignores all @@ parameters set in the email (except for RequesterEmail) and just uses the default Request template. However, if the user is a Technician, ServiceDesk is able to parse the email correctly and uses the custom Request template. This happens even if the email content is exactly the same (except for Requester and RequesterEmail of course) as used by the non-Technician. Any help
Unable to send reply to a request
Hi, I have recently changed mail servers and was experiencing problems with the incoming and outgoing mail. I now am able to use the email to ticket feature but the outgoing notifications don't work. I am also unable to reply to a request as it says "sending notification failed" I have attached the Support log file.
Broken link from task to request
Anyone else have this? I've followed a task list from an email, and the link next to "Associated to" at the head of the page goes to http://hq-sd-01/tasks/CUDTask.jsp?TASKID=305&MODE=Edit# - which leads precisely nowhere. We've just started using Tasks today, possibly we haven't configured it right?
PM - SLA
We have PM requests set up that go out on a Daily, Weekly, and Monthly basis. I have set up SLAs for each of these. When the system generates the request it does not assign the appropriate SLA to the request. It assigns the High SLA to the first request that is generated and then the rest are "Not Assigned" Thank you, Justin
Link Level and Priority
Is it possible to link the fields "Level" and "Priority" ? Currently we use the field "Level" to indicate the type of request (ie. Incident, Change or Problem) After a technician selects the appropiate Level, he has to set the right Priority. For each Level, we have different Priorities. For example, a Prio 3 Incident should be solved sooner than a Prio 3 Change. Now, when a Technician selects a Level, he can choose any Priority. Sometimes, a Technician makes a mistake, assigning a "Change
Group has a wrong view after migration
Hi, After migration from windows to linux, some groups present wrong view, group have the same tasks of the other group. Has anyone had this problem? How can I fix this? Thanks.
Email fetch problem and system not recovered after a service restart
Hi Over the last 3/4 days we have noticed that the mail fetch process in SD has been stopping regularly. We have also noticed that the ID numbers being assigned to cases are sometimes not in consecutive order in relation to when the emails were fetched. As I result I decided to restart the service about 1 hour ago. It has not recovered. The service is listening (i.e. the web browser connects but never loads a page). I've tried stopping the service and running run.bat from the command line:
Technician already exist
trying to add a technician however, it says it already exist. I don't see the technician on the list... how do I fix this problem? Thanks
request deletion problem
Hi, i am using ManageEngine ServiceDesk Plus 8.0.0, what happened is that by mistake i deleted few requests which i was not suppose to is there a way they can be restored ? or they are completely removed from database? Thanks, NEHA
Mail Sending Failed
When I'm trying to forward request I'm getting an error: Exception while trying to send notification for Request ID : 31 Mail sending failed. But trying to do it with another Request with the same e-mail is succesful... Whar can be wrong? Where are no Firewalls or antivirus protection that can cause it Here is serverout.log [14:02:56:223]|[03-03-2010]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[25]|: Exception while trying to send notification for Request ID : 31|com.adventnet.servicedesk.ServiceDeskException:
SDP Service Crashed!!
Dear Sir, Recently my SDP(8.0.0 build 8013) become very unstable, it already crashed 4 times in the past 2 days. Stop/Start the "ManageEngine ServiceDesk Plus" service can't bring it back on, I need to restart the Windows server to make it work. The msg in the System Event Viewer is "The ManageEngine ServiceDesk Plus service terminated unexpectedly..." Do you know what can I do to troubleshoot this issue? Thanks. Regards, Alan
Incident report to user
Hi, I'm not sure that can we send report to user about SLA, Response time, resolution time, etc.? To provide summary for user in timely basis and also to show them for technician response.
Unable to add a new Site
I'm attempting to create a new Site within ServiceDesk+, but when I attempt to save it gives me the error "FAILURE :Site with same name already exists. Please provide a different value." There is no existing Site with the name I am attempting to use, and I have tried creating Sites with other names as a test and I am unable to create and Sites at all. What could be causing this? My technician account is configured with the SDAdmin Role, and I have tested with another technician with SDAdmin
Active Directory - Pass Through Authentication
I've enabled the Pass Through, completed fields apart from 'DNS Site' and although when pressing save, it report success, nothing changes, no account is created in AD and login screen stays the same. Suggestions please
UserID, Acitve Directory CN, dont show i view
Hi I have put in active directory sync, that UserID (CN, logon shortname) from Active deirectory imports to ServiceDesk. It working fine, I can se CN in ServiceDesk form and on the requesters form, but the problem is that when I chose it to view in the request view as a column, it not working, its shows nothing. Is requester view sensitiv to swedish charakters? or can´t requester view show fielt that I have created by my self? I can chose it from the requester view, list type.
Unable to save technician : Login with same name already exists.
I'm trying to add a technician but it's giving me the error above. I don't see the technician under the "technician list" How do I check duplicates? or How to resolve this issue? Please help
Unable to start ManageEngine
I have just installed my Free version in my Windows 7 machine and when the start service got erro 7030. Aftergoogling I have started the service Interactive Services detection and now I am getting the error "OpenSCManager failed - Access is denied. (0x5)"
Software names
Is there anyway to rename software; trying to get licensing configured, but for a few instances there are duplicate s of the same software due to naming issues. For example I have : Adobe Acrobat X Standard - English, Fran軋is, Deutsch Adobe Acrobat X Standard - English, Français, Deutsch Is there anyway to rename or merge?
Next Page