Respect Account over Requester
I want to have the same requester (or same email address as a requester) in two different accounts. I want new requests that come in by email to respect the email address they were sent to and not the first account/requester it finds. Currently I have Requester A in Account 1 and Requester A also in Account 2. If Requester A sends an email to Account 2 it gets tagged as Account 1. How can I stop this?
Query Report Access
As an admin, can I create a public query report and to a new folder that other non-admins can access? I created a report for a certain Role that can only view tickets for their Group. However, becuase they can not view "All" they can not see the report I created for them. How do I get around this without having to logon with that users ID and recreating the report?
e-mail commands
I all, I've a problem with the e-mail commands. I'm trying to addrequest/editrequest/closerequest a ticket, but the only thing I'm able to do is add a new request. In all the other cases (edit, close) I only create a new ticket. I read a lot of solutions e discussions in the forum, but I'm still not able to let it works. I have the following version of SD+ : 8.0.0 Build 8016 This is how the e-mail command is configured: and this is the technichan I'm using and, at the end, these are the mails I use:
Email Notification
Hi, I just disabled this setting "Send notification to group technician(s) when a new request is added to this group " After disabling this, the technicians no longer receive notification emails when a ticket is specifically assigned to them. However in the Notification Rules this setting was not changed. Thanks, Jon
SMTP Outgoing Problem
Hi, We have faced SMTP outgoing mail problem during installation. We aren't using exhange server. We are using IceWarp Merak Mail Server. We can't send e-mails to users via ServiceDesk. By the way, there aren't any problem by receiving e-mails. Error Log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013"
ServiceDesk SMTP outgoing problem
Hi, During the installation, we have faced with an SMTP outgoing mail problem. They don't use exchange server. They are using IceWarp Merak mail. We have solved incoming mails but we can't send mail via ServiceDesk. Problem log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED"
Special Characters in CSV import
When importing asset data using the CSV format, SDP does not properly process special characters such as the Umlaute in German or accented characters. Trying to import CSV files which have been stored in the Unicode format (UTF-8, e.g.) result in SDP displaying the message that the language is unsupported. SOLUTION: Store your CSV file in the Unicode format (UTF-8). Edit your CSV file using a Hex editor (that is an editor which shows the content of the file as Bytes or Octets and not as characters).
Windows 7 - Connection to RPC server in the workstation failed.
Hi all, I am currently in a phase of deploying Windows 7 OS. I am trying to do a scan of the Windows 7 Laptop. I get the following error. For Windows Xp, I have no issue. I have already disable UAC and we do not use agent in our Env. We are using Version : 6.0.0 Build Number : 6013
Agent based scans
Hello, My IT department is trying to switch over from domain scans to agent scans. We disabled the scheduled scans, domain scans, and network scans and then we installed the agent (with scan on startup enabled) on one virtual machine for testing. When the virtual machine starts it's scanned and posted in ServiceDesk as planned. However, anytime a member of our department starts a different virtual machine that virtual machine also appears under 'assets.' My question is: Why are workstations
SQL vs Java Application
Hi, We have our service desk + application running on server 2008 R2 with a local instance of SQL 2008 running service desk. The server has 8GB of RAM which is mostly taken up by the SQL service (the service desk database is 7.5GB), would it increase the performance and speed of service desk to throttle the SQL server down to say 6GB of RAM then increase the Wrapper.Java.MaxMemory= to around 2GB?? Or would this be detrimental?? Thanks
How do I delete a software asset tied to a purchase?
We are trying to clear out all of our assets from ServiceDesk and successfully cleared out all but five software assets. When I try to delete them I receive an error saying they are referred to by another workstation, but there are no workstations listed in assets. It turns out that these software assets are tied to purchase orders in the ServiceDesk inventory. How can I delete these software assets without deleting the purchases that they are tied to?
unable to restore database
Getting error: Please wait ! Restoring in Progress................... Error Tables : SoftwareManufacturer 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO SoftwareManufacturer (SWMANUFACTURERID,NAME,CREATEDBY,SUPPORTDEFLICENSETYPES,DESCRIPTION) VALUES(4203 , N'Boson Software, LLC', NULL, 1, N''); java.sql.BatchUpdateException: null, message from server: "Duplicate entry 'Das sault Syst├иmes SolidWorks Corp.' for key 2" at
unable to restore database
Getting error: Please wait ! Restoring in Progress................... Error Tables : SoftwareManufacturer 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO SoftwareManufacturer (SWMANUFACTURERID,NAME,CREATEDBY,SUPPORTDEFLICENSETYPES,DESCRIPTION) VALUES(4203 , N'Boson Software, LLC', NULL, 1, N''); java.sql.BatchUpdateException: null, message from server: "Duplicate entry 'Das sault Syst├иmes SolidWorks Corp.' for key 2" at
Send fail when requester is External
Hi, I am having a problem when sending replies from within a ticket to external people. It is not giving us any error messages or fail to send notifications. We are using Version 8 version 8016, Windows 2003 and MSSQL. Is anyone else seeing this problem?? Cheers Lee
Request Problem
Hello all Im facing problem with the Manageengine the sent e-mail not displays in the request page , whereas it's received by e-mails. Can any one help me with this issue. Is there any issue related with e-mails size ( I mean total size of all received e-mail).
SDP Upgrading: Database impact from upgrading 7608 to 8016
Hi, I would like to know about the database will get an impact from upgrading SDP version or not? because customer has directly connect to the database to generate the report and they need to know this topic before make a decision to upgrading. Best regards, Songtham
Found 2 Bugs in the business rules
Hello SDP Support, found 2 Bugs in the business rules. 1. When you set the resolution field as mandatory for closure of a request, you can setup a business rule, that the status changed to closed and the request is closed without a resolution. 2. When you have a business rule that uses the priority or any other drop down menu item as criteria and you have a custom content with german signs like ä ö ü or -> and so on, the rule doesn't work. Using build 8016 kind regards Thomas
Service Catalog
I have created a Service Category and some services to that Service Category but it is not showing up to users. Am I missing something?
MC Issues
Hi, i am having an issue with the mobile client which i cannot work out. when connecting through the /mc on the desktop, i can log in fine, username, password entered, domain selected, and is AD auth ticked, gets me in perfectly. If i connect to the mobile client through a device on the same network, no combination will let me in, just gives me the 'Username or Password is incorrect'. To get to the mobile client on the iPhone i also need to use the servers IP address rather than the published name.
HTTP Status 500 - Error
This error occur frequently when i do the following task:1) Close the task by technician 2) when i approval the request by approval link. Kindly suggets me the resolution thanks Regards MAJ HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Mail sending failed. org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825) org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
Problem in send mail
when I try to send an email back to the user fails. I found this in the log record. com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[42]|: Exception while trying to send notification for Request ID : 6|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1134) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:635)
End user custom field not showing in template
Hello, We have a SDP8016 deployment. We are willing to show in the default request template the user email address. As this is not possible directly we have worked out this workaround: 1. Create a custom field for the user, type text. 2. While importing from AD assing to that user the mail AD field, so the field holds a 2 copy of the email address. 3. In the default request template we set that field not mandatory, not editable but visible to users. 4. We reimport users, so the field holds
AD and Local Authentication issue
Hello, I have a SDP 8016 deployment that imports users from 2 AD forests and also allows for user self-registration by sending an email. Those users obviously use SDP Local Authentication. We have realized that users in the AD are able to login with their AD credentials but also with the Local Authentication credentials. This seems to be a big security issue, as technicians have a dual login and the one from the Local Authentication has a trivial password (username=password). To reproduce
Build 8015 and 8016 Dashboard issue
Hi, Dashboard in build 8015 and 8016 Requests by technician chart - technician name column does not have a heading and the technician names are cropped at 11 characters. Is this expected? I have verified this in FF3.6.20, IE8, IE9 and IE10 against both builds. Even the same if you click "View All" - there is loads of blank space in that column before the "Open Calls" count, but still cropped at 11 characters and ends in "..." Can we get this fixed? Thanks, Dean
Purchase Order Generation...
We are using version 7.0.0 Build 7020 and are trying to use the Purchase Order area but are stuck in that technicians can't create orders because they can't add products, etc. Is there a way to give users that kind of access? Thanks.
Request additional fields
I just downloaded the free SD version to test it out. I created a couple of additional fields but I don't see them when creating a new request... Thanks.
Cant Start service
Before this error appear, i wanted to move servicedesk to another server. I perform this steps: 1. Backup data old server 2. Clean instalation new server 3. Restore data, new server but the service could not start, reporting this error: Unclean shutdown of previous run.
Time shown on requests is incorrect
The system time on Service Desk plus shows correctly in the top right bar. But on all requests the time shows as an hour behind. Is there a way of correcting this on service desk so the requests time shown matches the system time? See attachment example. The reqeust was actually logged at 10:03 not 9:03.
REST API Problem
Hi, I'm trying to use the REST API i get 401 Unauthorized How do I use the REST API and have single sign on enabled at the same time? I am using c# client app.
Enable LDAP authentication failing
(Posted this question in the Zoho Support forum yesterday in error) Getting error: Could not enable LDAP Authentication. Ensure Domain Controller is configured for at least one of the Imported Domains. I am however able to import users with current ldap credentials. I am using openldap Address/port: ldaps://xxxxxx:636 (had to add ldap server ca cert into keystore to get this going) I have tried both the 'LDAP Server Type' as openldap as well as 'others'. 'Others' config options: Login attr: uid Mail
Tasks template in request templates not being created
Hello, We have an SDP8016 deployment. We are using the default request template, where we have added some tasks to be included with each request. When we create a request, even if we mark the tasks to be created, they don´t appear in the tasks tab (the task tab doesn´t appear initially). We are able then to add tasks manually or from task templates if we open the request and execute the Add task operation, but default tasks for the Default requests don´t show.
iphone issue
we have one technician that can't login to service desk plus (build 8016) on their IPhone 4. They get a message that says: "You cannot login. Only technicians allowed to login". We have confirmed that they are a tech. Any ideas? thanks
Task issue in the Problem
Team, I created a test task for a problem. ServiceDesk sent email. I see in this email a bad link: Задача связана с http://tst-sd1/ProblemDetails.cc?ProblemID=117 Ссылка на задачу: http://tst-sd1/tasks/CUDTask.jsp?TASKID=24045&MODE=Edit Second link is ok. First link is bad. When you choose that, your browser will be looped. Link must be as http://tst-sd1/ProblemDetails.cc?PROBLEMID=117 Please check and fix. Thanks.
Screen Shots from Outlook 2010
Hello, When a user submitts a request via Email that contains a screen shot or other image all we are able to see in the request is the place holder. (The box with a red x) we are not receiving the image is there anything that can be done about this?
Can't log in as admin
1. Installed 2. Connected with AD 3. Forgot to set admin 4. Can't log as admin - no configuration allowed :( Pls help
Problem modifying SITE Field
Ok, i want the normal user have the posibility to select the SITE Field so i can know were he is reporting the problem. I go to REQUEST TEMPLATE-->DEFAULT TEMPLATE--> on the REQUESTER TAB i can´t edit SITE to allow the user to select this option or to make it mandatory. Thanks in advance
Probelm with new-emails
Hello, I had problem with SDP and new e-mail caming from clients. Problem was quite strange because answer from clinet wasn't added to existing case, but it created new case - and important - thne number of that case was already used earlier (so that "new" case had been created earlier adn was about different problem). Can you fix that? One thing that we could do was restarting SPD, and now it's ok, but that situation can replay.
Scheduled Backup fails occasionally
I would like some help to figure out why the backup fails occasionally. Build is 8015, but this has happened in the past with 8013 and 8010 I believe. Database is MySQL My backup configuration is as follows: \\FileServer01\ManageEngine\ServiceDesk\backup Just a database backup, no file attachments. Error is as follows: java.io.IOException: The specified network name is no longer available at java.io.FileOutputStream.write(Native Method) at java.util.zip.ZipOutputStream.writeInt(Unknown
whitespaces in additional fields aliases
Hi. I have a problem adding requests via REST API. Some additional fields aliases contain whitespaces in their names. Can I somehow refer directly to field name, for example: UDF_CHAR16 Thank you in advance
Service Desk Plus IP scan
Good afternoon I have service desk plus configured to make a rage ip scan with a certain credentials and when I scan the network I am getting ip addresses that are not in use to the list of scanned machines (see image above), is there any way to configure this to just scan and add machines that respond or are alive? Thanks in advance and Best Regards nice work Jorge
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