LDAP does not work correctly
Now works authorization through AD. I enter, I see a heap of fields, I have the rights of the administrator, etc. Has adjusted and has included authorization ldap. I enter under the same login/password and I can submit only the request and at its status to look. I include reversely AD. Again I see a heap of fields What I not so do? Whay LDAP does not work correctly? p.s. sorry for my english
Service Catalog - delete question
Hi How do I delete a question that is created in Service Catalog, Add Resource and with Add question? I have a lot of questions that is wrong. //Peter
Solaris 8 Support
When I use the scan analysis on a Solaris 8 machine, the hostname changes to-f. I have brought many problems, for example, the fall in production systems and utomatic backups stop working until change the hostname again. Any update? Thanks.
Change Request Notifications
Hi All our e-mail notifications currently work correctly, with the exception of when an acceptance/rejection is made to a change request - does anyone know why this would not be working, as at present, a requester has to go into the change itself and check for responses. Many thanks Doug.
Failed to communicate with client while updating workstation agent
I am running ServiceDesk 8017. Currently I am trying to deploy the latest agent (1.05) to our workstations. While doing this, I was receiving a lot of 'failed to communicate with client" errors. After some troubleshooting, I found that the AssetExplorer agent was stopped. When I tried to start it, I receive a message saying that the service is stopped because it has nothing to do. If I try to start it a few times, it finally starts and I can update the agent. However it does eventually stop
Asset Name changes from FQDN
I have been experiencing issues on my ServiceDesk server with asset scanning. Among these issues, I have noticed that most workstation names will switch between a Fully Qualified Domain Name and a non-FQDN every few scans. I had manually gone through and fixed all of the workstations, and I am watching them change back. I have the clients running the 1.05 agent and I am on ServiceDesk 8017. Please help.
Business Rule Stopped Working
Hello. We have a business rule when: Request Type is "Incident" or "Service Requst" then send an email. This has been working fine. Then when we come back into the office on Monday, after the Thanksgiving holiday, part of the business rule has stopped working. When the Request Type is "Incident", business rule works When the Request Type is "Service Requst", business rule fails. We have restarted the SDP services and no change. What happened over the long weekend?! Any help would be
Email does not trigger during second assignment
Email does not trigger during second/third Call assignment, Email does not sent to the respective assigned technician when call is assigned from One technician to second technician & then to third technician.Email is only sent to technician during first assignment only
Unable to select domain
Just upgraded to 8.019 .. When I open a browser to login I am not given option to select a domain and therefore can not login.
How Publish MPS+ Service Desk Online, Windows Server2008r2 datacenter. Cloud environment.
Hi all We just bought MSP+ Service Desk, already done configuration, How to publish it online? We have Windows DataCenter 2008r2 installed on my company cloud account using IBM Smart Cloud. How to link the application to server & to be public. i have enable ISS Roles in the server. but dont know how to configure. if use localhost:8080, no issue, can access. Kindly advice. Nee help we want to configure, so my customer can log report from outside network/public using website
Lease Asset Data
In case of Leasing information of IT Asset and Non-IT Asset, how can I import Lease trigger or Leasing start date and end date by CSV file? Thank you Namfa
SDP still send/receive while 'Mail Fetching status is STOPPED'
Hi Support, I got a complaint from the customer about mail fetching. sometime SDP still send/receive emails while the customer has stopped Mail Fetching feature. If you want more information or have any recommendation, please tell me. Best regards, Songtham
Google Chrome Download
In Service Desk Plus, when downloading any attachments in the requests, it doesn't open the attachment but rather shows it as "HdFileDownloadServlet". This happens to any type of attachments that is sent to the service desk from users (pdf, doc, wav, ect ect..) Is there a fix for this for Chrome?
Unassign login details for requester
As per the subject. I have a few requesters (Admin -> Users -> Requesters) with login details assigned, I am wondering how I can remove the login details. I have tried editing the requester and removing the login name, however I get an error prompt to enter a login name.
Asset Scanning Issue
Dear all, When i going to upgrade the Servicedesk plus to the new build, Is it necessary to upgrade the Agent also?? Please do the needful. Regards, Girish Barhate
Definitive Guide to the Remote Control function
I'm having trouble making the Remote Control function of the SDP. I'm using version 8.0.0 build 8015. Some of my technicals do not have administrator permissions on the machine and these, when they try to control a machine, the request appears to the remote host but after after acceptance nothing appears on the technical. I wonder if you can pass me a document that contains all the necessary permissions for the Remote Control function for today, need to remove the VNC on my site and unfortunately
Service Desk Plus Stop Working
Hello, i have service desk plus on a win2003 server, but frecuently the services of Service Desk stop working and i have to restart the server every time to make service desk plus work again. i already aumented the ram on mysql and the wrapper. What else can i do to fix these problem??
Service Desk Plus Server giving Invalid License file error( Error 535 )
I am experiencing issues with our Service Desk Plus server. Originally the site was exhibiting odd behaviour( ie: clicking on a specific ticket would just reload the the list of tickets ect ). So I rebooted the server, which normally fixes the issue but then I found that the server would get hung up while loading Manage Engine. After a couple of attempts to get it to boot up I got an "Invalid license file" error. The exact error code is Error: 535. Can anybody help me out?
BackUp Scheduling
Dear team Can i schedule the Back-Up on the different server? I have tried it before but there is error as Back-Up Failed. Please suggest. Regards, Girish Barhate
Bug? The ever expanding subject line
Ever since we upgraded to 7.5 (we're now on 7512), when technicians reply to a request, the subject is always prepended with the request number. When there are multiple replies, the subject of line gets out of control and unreadable. In my reply request template, I have this in my Subject field: "Re: Ticket: #$RequestId : $Title"
"Closed By" report
Hey gang Is there anyway of producing a report of which technican has closed which requests? We know you can see which technician the request was assigned to when closed but this is not what our management want to report on. Appreciate any help.
Windows 7 & Symantec Endpoint Protection: Asset Scan does not work
HI We have rolled out Symantec endpoint solution across our enterprise (Both WXP and W7) and now the Asset scan does not work. Are there any ports need opening via Symantec threat protection? Any help is appreciated. Cheers Michael
assigning the category to a supportrep. what am i doing wrong?
i assigned a category to a support Rep in helpdesksettings, but when we get a new request it stays unassigned. What am i doing wrong? Thanks Wesley
Error has occurred during response. Please view the Error Window for more details.
Hi We are using ServiceDesk Plus 8.0 (although this problem has persisted over several versions), on Internet Explorer v8.0.6001.18702. Every now and then, up to 10-20 times a day, I get a message box appear on the screen out of the blue saying "Error has occurred during response. Please view the error window for more detail", when I then click Ok, a new IE session pops up (with no controls at the top) displaying an unformatted version of the login page for ServiceDesk Plus. Quite often I will
Appended by reply
When a user has n open ticket, then goes in and hits Reply, that reply is added to the ticket and I have the notification rule turned on to send an email to the assigned technician. That part works. My issue however is that when I get the email, I don't get to see the text the user entered. Is there any way to have that added to the email? I've looked over the content variables, but none of them seem to work. So as of now if the technician is on the road, then get an email saying the user updated
Buttons gone after upgrade
I recently upgraded to the latest version of Service Desk as I was having problems with using Firefox 7. Following the upgrade, some of the buttons are no longer displaying their image and are just text links - This is not an issue with Firefox as the links are the same when using IE9. Could this please be addressed? Kind Regards, Simon
Question about mail fetching limitation
Dear Support, My customer has been facing the problem regarding mail fetching feature. The system will stop when it received a huge mail from mail server. I need your help to provide the information about below. mail sizing for 1 email what is your recommendation about mail sizing. example is an email should not over 5Mb for 1 email timeout value for SDP what is timeout value for SDP? example is SDP has set 5 minutes for timeout. SDP will stop fetching feature when the sync time has more than 5
Backup build number not compatible with existing build
Hi, Our server died and the last backup we had is of build number 8003. I have upgraded the new server to build 8000 but cannot find a dowload for 8003. Where can i find this as i am unable to restore from my backup until I upgrade my current version. Unless the i can upgrade to the latest and then restore? Please help I'm completely stuck!
SSL signed by private CA
Hi, I'm trying to set up mail fetching in SD+ 8 from a IMAPS server which has a SSL certificate signed by a private CA. I followed the procedure outlined at http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html and imported the CA certificate for the mail server with gencert.bat. If I run gencert.bat again to check I see this: root@itsm:ServiceDesk# ./gencert.bat mailhost:993 Loading KeyStore jssecacerts... Opening connection to mailhost:993... Starting SSL handshake...
Distributed Asset Explorer not work
Hi, Sorry for my very bad english. I'm user of SDP MSP Edition, and I try to check remote Asset Explorer inventory. Remote Asset Explorer scan fine my domain without agent (WMI mode) and collect data from workstations, but not insert in SDP configured as "Central Server". Export process failed. I try to import manually ZIP file generated on Asset Explorer into SDP, but import crash. Asset Explorer send mail report to my accont: Dear Admin, Unable to push the remote server data to central server,
Only users OU showing when fetching OUs from Active Directory
Hi Really struggling to get our users to import from Active Directory again. I've had it working and importing fine, but now when I do a scan for the OUs to import from I only get the users OU (even after clicking on fetch OUs again). It has previously worked ok. I don't know if changing to a 2008r2 functional level for the domain (so only 2008r2 DCs) is causing an issue. I have tried running select * from adorganizationalunits; from a query and it lists all of the OUs including a new OU that
Editing Request to Change Site Sends Another Email to Group
Our current set up is thus. SD@xxx.com = Mailbox name Alias of IT = it@xxx.com Business Rule = If IT then place in Group IT Alias of Maintenance - VT@xxx.com Business Rule = If VT then place in Group VT All requesters have their site configured yet when an email comes in it's site is set to blank. So when we modify the request to show which site they are in upon closing SDP sends another email saying new request. We have two sites (three including one set up for
Replies Creating a New Request Since Upgrade 8016
As above, this has happened before but I cannot find the original thread on how it was resolved. I think we had to run something on the DB. To clarify When we (it@xxx.com reply to a job our address is CC'd as per usual but it now creates a job when we reply. We have not changed any of the notification rules. Thank You D
Error Code 523 - Invalid License File on clean new install
I'm lost with something and need advice. I took my VM server that I had the 8.1 beta on it, uninstalled, cleaned things up a bit and then went out to Manageengine.com and downloaded a clean new copy of 8.0 Service Pack 8017. I run through my typical install granting admin rights and all the normal stuff and when you get to the end the server won't start. So I check the database...no problems there. So i go back and try run.bat and get hammered with Invalid License File: Error Code 523 Please Contact
Authentication keys are not being saved to the technician.
To use the REST API calls SDP requires you to generate an authentication key for the technician. At this point I would have expected that any administrator would be able to do this, but NO you have to use the built-in administrator account. Why??? However once logged in as the local administrator, generating the authentication key is not a problem, saving the generated key is a different matter! The change appears to be saved but if you return to the technician there is no key.
Windows 7
In domain scan or scan now i have to disable windows firewall on windows 7 machines to have this work. Is there any settings i can change so i don't have disable the win 7 firewall as i don't need to do this on XP machines
Asset Scan Problem
Dear Sir, These days when ever I tried to scan an asset which name is 2265 that has assigned to specified user A, the system automatically rename this asset name to for example 2265_old which assgined to user A and rename another asset name (f.g 1014- which has been assigned to user B), to 2265. I mean this matter happens for about two or three months and I have never faced to such a this problem before. so please help me !! Thank you in advance, Best Regards
Preventative Maintenance Tasks are not automatically being generated.
Since upgrading to Service Pack 8017 just 36 hours ago, none of the preventative maintenance checklists we have in SDP have automatically generated. I'm curious if anyone else has seen this sort of issue? I have about 7 daily reports and 3 weekly reports that kick off on Friday morning...and not a one automatically launched. I can go in and manually kick them off...but that's a tedious thing to do. Any recommendations would be welcome.
need your help pls
hi everyone i have got a trial version of service desk plus and cant to run it it was installed correctly but when i want to run it , it does not show home page . i tried it with various port numbers thank you Mina
Duplicate SLA Escalation E-mails
Has anyone had an issue with duplicate SLA escalation e-mails? I have an SLA set up to have a ticket with “Same Day” priority to have a 4 hour completion time assigned. I also added level one escalation to email the supervisors 1 minute pass due (Escalate After). However, Service Desk is sending out an e-mail 1 minute prior to completion and then again 10 minutes later. No idea why. So a ticket that is created at 4 PM is due at 8 PM. Instead of one e-mail notice going out at 8:01 PM, it is sent at
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