Error to configure the SMS panel
Dear Manage Engine Support Team, I hope you are health and safe. Today, I encountered a strange error to configure the SMS panel. When saving information, an error is observed that the server is not connected to the Internet!! SDP: 11.1.32 I would be
Device Identification - Kyocera devices
Hi ALL! We have SDP and many Kyocera devices like: ECOSYS P2235dn, ECOSYS P3145dn, Kyocera FS-1025MFP, ECOSYS P2040dn Each of this device SDP detected as KYOCERA Document Solutions Printing System with OID .1.3.6.1.4.1.1347.41 How i can change behavior
[SD-77688] Problem with Strike through function (text editor)
Hello We work with bullet lists in the ticket description and cross some of the bullet points out when we are done with the strike through function of the text editor. However, when we cross out some bullet points and save and edit the ticket again afterwards
No Login Methods Supported with Zentyal Mail Server
We are working with Service Desk Plus using Zentyal mail account, but unfortunately incoming mail server is not connect, We tried with different kind of Email type of Port as IMAP / IMAP TLS but always appears the message: "No Login Methods Supported".
[SD-93067] Update 11139
Hi there, after we updated Service desk on prem to 11139 when a user logs a ticket we get loads of additional text in the email such as below regarding fonts etc. This did not used to happen and it looks bad. Title : Remote connection Assigned technician:
Error while saving the SMS panel configuration
Hi Friends, I have a problem with SMS Configuration. While saving information, an error is observed that the server is not connected to the Internet!! I configured the SMS panel 2 or 3 times Successfully. After that, I encountered this issue. Here is
When trying to update Organization Details- FAILURE :Error while fetching the organization details.
Whenever I attempt to update my organization details, I get this error FAILURE :Error while fetching the organization details. The system then kicks back to the normal default values.
build 11139 Issues - Users / Technicians unable to see and add cab members on change requests
Since upgrading to build 11139 none of the technicians can select cabs or cab members to send approval notifications. Only administrators have that capability. I already have ticket #6713115 open for this ticket, but no one from ServiceDesk support is
Service Desk Plus Not sending email acknowledgement after forwarding to new Support Queue.
When Mike Sends and email to a support queue abc@email.com , then cc John, John then forwards the email to the correct support queue zyz@email.com. John is not receiving an acknowledgement email. Instead John's email is added to the original ticket Mike
Approver Can not view Requester Detail in Approval window
Hi Friends... When a user wants to Approve a Request in Approval Window, he can not view details about Requester in "requester detail" section. There is some Screen Shots in Attachments for help. My SDP Version: 11129 My DB : MSSQLServer
[SD-93086] Problem with attachment
Hello to all, we have detected a problem when we try to duplicate a request with attachment. SDP shows the message "Internal Error". The attachments are in non default path. In log we can see this message: java.io.FileNotFoundException: Source '..\fileAttachments\Request\Feb2021\9104\Barcelona.xlsx'
SMS Notification Setting Save Error
Hi' I'm tying to configure the sms notification, firs i tried with custom url but it started giving this error The response from the server ajax call is {"response_status":{"messages":[{"type":"failed","message":"Internal server error occurred"}],"status":"failed"}} Thanks
On Form Change page not loading
This page on SDP will not load (please see attachment). I have cleared my cache, tried other browsers and had two other technicians try this page as well and it is not loading for anyone. Any ideas on what to fix it?
Marking as Resolved
Hi all, I just wanted to check something, i have ticked the option to Close any Resolved requests and set a date of 10 days. I have just checked and I have over 1,000 tickets with the Resolved status that haven't been closed dating back 2019! In the
Is there a way to bulk close change requests?
Good afternoon! I've recently taken over for the individual who was in charge of our ManageEngine ServiceDesk Plus environment. I've been tasked with clearing out all of our old Change Requests that have been floating around as the system wasn't really
CMDB Relationship importing - CI is ambiguous
Trying to import relationships between SIMs and devices. 75% are throwing errors stating that the device CI is ambigious even though it's a unique field.
Incorrect user data obtained
Please see attached photo can you tell me why the exact user came up twice with different site address. Doesn't the user information data get pulled form active directory? We have checked active Directory and do not see any where in the attribute where
Request Closing Rules No Longer Working
Having used the platform for many years, we have realised that our tickets (marked as resolved), no longer auto close, as part of the request closing rules. This previously worked (possibly prior to 10.0 Build 10000 upgrade). The issue came to light,
How to get the IP (and other attributes) of an Asset (CI) using CMDB API ?
Hello. I'm trying to use the CMDB API to get the IP address of the CI's present in the CMDB. But I can't get the the CI details API endpoint to return any extra attributes. The most I can get it to return is: CI Name CI Type Site Description Acquisition
This request will not be considered since passing... while submitting a new PM
When I want to save a new Preventive Maintenance task, SDP shows me this error: This request will not be considered since passing more parameters to server might result in vulnerability issues I don't see this error in the fresh install of SDP. I attached
API V3 History
After I send a API V3 GET request to {localhost}/api/v3/requests/{request-id}/history, I get a list of differents. But the description changes are not reflected in this list. Only ID 'current_value' shown.. How can I get the text of the diff?
[SOLVED] Upgrade from 9336 to 9400 was terminated by the unexpected error
Dear Expert, We're going to upgrade our system from 9336 to 9400. While testing the upgrade in the testing system, the upgrade was terminated by the unexpected error while the system was doing the backup. Kindly refer to the attached file "Unexpected
Due by date value remaining -NA
HI Team, For some SR's due by date value is remaining as NA please clarify . Note: SLAs are configured
ZRMEModulesCopy.xml not found
Hi, I upgrade SDP to latest version successfully and then fresh install and restore database. Every things is okay, but my integration to Analytics plus has failed. We read zreport.log and see ZRMEModulesCopy.xml not found. I found ZRMEModulesCopy_temp.xml
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file.
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file. This seems to be a Service Desk + bug. A workaround is to attach the zip file to main problem tab area of a PR. .. or to a task or the
Problem with send e.mail
Hi , from last saturday I can't send the e.mail and receive the mail ticket. the message is: Invio e-mail non riuscito. Command : MAIL FROM:, Return Code : 530, Response : 530 5.7.1 Client was not authenticated The request are in servidesk when the user
Approval Error
Hi, Wondering if any of you can help. When we send tickets for approval we get this error: I have also found the same error when trying to edit the template for approver 1. Does anyone know how to fix this, my thought is the file containing the template
!!! URGENT !!! : Field and Forms Rules 'Site' condition DOES NOT work
Hello - When I try to build a 'Field and Form' Rule to Hide a field for Technicians based on a specific Site, it does not work. Why doesn't the "Site" selection provide a pick-list of values to choose from? It seems since we need to enter the client
Update to 11139
Hi ALL! Anybody has successful update to 11139 ? I try test instance update and have many errors like 1) Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 53) was deadlocked on lock resources with another process and
Annoying system update bubble
How do i turn off the System Update notification bubble? It comes up but when i click on it i get an error proxy error (we don't use a proxy server).
Critical : Error while invoking backup
Hi, We have received the following alert for our ServiceDesk and would like some assistance please: Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance
SLA Escalation matrix
Hi Team, In our manageengine test environment we tried configuring a escalation mail upon SLA breach I configured... time interval of one minute between escalation hierarachy but I got mail after 4 hrs that too all the 4 levels of escalation mail got
Linking Custom Fields - Transferring Data from Request to Change
We are using the ServiceDesk Plus platform to host our Change Control system. Currently, we have custom Requests/Incidents setup for the user to fill out, which triggers the Quality/Technician group to review and escalate by associating a Change to the
No new orders after update 11.1 compilation 11138
Hello I have a problem with ServiceDesk after an update, it stopped creating new orders submitted by email. Requests created through the web portal are set up correctly and I get all notifications by email.
Issues inserting HTML format for fields using API for change
Currently, the GET request for a change returns the encoded html data for the Description field, however when I try to add or update html entries, via the url, I get an error for the connection resetting (via SoapUi through my application, it simply fails). Is this a case where the entries need to be passed in JSON? If so, how is that to be done. I have escaped all the following characters, but get a failed response for "Error when parsing input XML elements - null - null" (XML Response) or "A
Asset refresh
Hi, I remember that we used to have a tool or something that we could run and it forces a refresh on all the database of asset and software but I can't find it anymore. I'm pretty sure it was a manage engine feature because it was a url with our servicedesk url in it. Do anyone know what I am talking about ?
Export requests with all Conversations
I need to export a request with all the data within the request id which much include all the conversation history, i have looked through custom reports and analytics plus but i cant find the table/ field where i can grab this from, please could someone advise urgently please? Thanks
Assign Service Request to Group after approval
Requirement is to have a service request assigned to a Support Group after the request is approved. Service template is configured with a workflow approver. Custom function is written to change the group field Custom trigger is written to execute the
Custom schedule cannot find report generated location
As stated in subject, custom schedule looking for generated report in different location
Custom Reports not visible for other Technicians
Hello I created some scheduled reports. However, I am the only technician who can see and edit these in ServiceDesk Plus. When other technicians open the custom Report page, it is empty. All the technicians should be able to edit the ones I created. How
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