Technician username not updating
Hi, We have an issue with a technician who has changed their last name in AD. It has not updated in service desk. I tried to manually update the user but it kept finishing with failed to update. Thanks Adrian *Edit - Just to add, we are having issue with the AD username that has changed in AD that is not reflecting in service desk. So they are unable to login
Error while Creating or editing task template in NON-english Languages
Hi when I want to create or edit a task template, An error message will displayed. this problem is only in non-english languages here is a screenshot from error message page in Attachments. my sdp version :11.1.27 my db : Sql Server Regards
Time spent reports
Good afternoon, I would like to create a report about all modules in the service desk (Requests, Problems, Changes, Project and also the related tasks) about which we . The TimeSpent-Reports do not give me access to the data of all modules. Can you possibly
Powershell REST API v3 Add-Worklog
Code below. Gives response_status @{status=failed; messages=System.Object[]} $input = @" { "worklog": { "request": { "id": "$RequestID" }, "description": "Adding a worklog", "technician": { "name": "Test User" }, "total_time_spent": "0 Hrs 5 Mins" } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/worklog" $result = Invoke-RestMethod -Method POST -Uri $Uri
Python script won't run
Hi, I saved a test script here where the documentation says to save it. C:\ManageEngine\ServiceDesk\integration\custom_scripts When the custom trigger I set-up tries to run this script, I get the following error: Exeception: java.util.concurrent.ExecutionException: java.io.IOException: Cannot run program "TEST.PY" (in directory "C:\ManageEngine\ServiceDesk\bin\..\integration\custom_scripts"): CreateProcess error=2, The system cannot find the file specified sorry my DOS path skills have diminished
404 Error in deleted user notification
Hi, In Arabic, Chinese, Japanese language and click on deleted user notification, I get page not found error(404). In English language everything are okay, but in Arabic, Chinese, Japanese (Unicode Language) error found. I think it's a bug issue. Build
Reply to template replaces the entire message content
Hi all, Before the upgrade to build 10000, we have extensively used the Reply To templates and the behavior was as expected, when a Reply to template was selected the content of the current message would be replaced with the content of the template. More exactly whatever was above the signature and the rest was left in place. Now the behavior is changed and all text is replaced by the template. This is counter productive, if only to think you want to forward a message: now you need to copy-paste
ServiceDesk Plus Live Chat Widget Does Not Load Chat After Authentication
Hi all, We have embedded the SDP Live Chat widget into one of our webpages. However, even after we authenticate via SSO and we refresh the page, the chat widget appears with the login options as if we had never logged in at all: If we enabled just "pass
[SOLVED] User Can NOT Download Attachments in Approval Pop-Up window
HI In Servicedesk Plus, a guest user can not View Or Download an attachment File(JPG) in Approval Pop_up Window. The downloaded file is also corrupted SDP Version: 11121 DB: SQLServer
“Technician is None” not displaying unassigned tickets
When I make a view using filters and we technician is none so that I can see all unassigned tickets, nothing shows or displays.
[SOLVED] Cannot Update Organization Details
Dear Support/Community, I'm using SDP version 10.5 Build 10503 and organization details page doesn't seem to work properly when saving data, after editing and saving, no data saved and default page data returned.
Login Failed by SAML Single Sign On
I hope you are safe and sound, I am going to implement a feature in the Servicedesktop plus that is called SAML Single Sign On.In this implementation, I have the following services: Active Directory CA ADFS APPLICATION SERVER (Service Desk Plus 11.1.28
servicedesk plus, restoring mysql backup to mssql
Hi, we are running on 9027, i went through service packs upgrade till 9336, after that it asks to change database from mysql to mssql or postgres i tried restoring the backup on both mssql and postgres with no luck i have searched over internet, most of articles was solved without posting the details current setup we have is windows 2008 32bit, sql 2008 and servicedesk 9336 (a test environment identical to the production) any input in this case is highly appreciated regards
request list row height
Hi After upgrade 11126 to 11129 the request list row height is to high. I do not what to see less of my requests. Now there is to much space between each row. Can I change this? If not, please make it optional. I have cleared browser cache. This much
Replies on closed tickets Notification
Good Day I am facing the Problem, that messages sent into a closed ticket do go unnoticed by our technicians, since not all of them are using the (bell) notifications. I know that there are multiple options for the scenario when a requester replies to a closed request. Always reopen does not work for us since it is not possible to configure to which status the ticket should reopen. By default, it is the in progress status, which is too far back in our Request Life Cycle. Therefore, without the possibility
API v3 REST - Add WorkLog is broken after update.
MESD version 11.1 build 11121 Here's my code that has worked up until this build: $input = @" { "worklog": { "request": { "id": "$RequestID" }, "total_time_spent": "300000", "technician": { "name": "TECH NAME" }, } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/worklog" $result = Invoke-RestMethod -Method POST -Uri $Uri -Headers $header -Body $params -ContentType
Install on linux console for standard free gets your enterprise trial
I have installed on ubuntu 20.04 selecting the Standard Free version, but it keeps coming up as Enterprise Trial when run. Is this a known bug in the installer? How do I work around it? I tried selecting Professional Free and that worked fine.
ServiceDesk page not responding every day in the evening.
Dear all, Every day application in the evening stopped working and displaying just blank white page (and still loading with no success) 11126. Service is running. A workaround is to restart the service everyday in the morning. Any information in log file. Configuration : Windows and MSSQL
Error when trying to view Asset History
We are getting the following error when trying to view Asset History. "Sorry an error has occurred" What is the fix for this? Build Information Your Version : 9.4 Build 9414
Problem updating from 11110 to 11128: ERRORCODE: 1008: Data inconsistency in Application tables
We are trying to update SDP from version 11110 to version 11128. However, we get the following error: Verifying if the product is ready for upgrade and the given patch is allowed over this setup. This might take some time...... Data Inconsistency Found : Technician_SupportGroup.PRIMARYKEYID has some data which is not available in CIRelAttributes.PRIMARYKEYID, COUNT: -1 Data Inconsistency Found : Document_Technician.PRIMARYKEYID has some data which is not available in CIRelAttributes.PRIMARYKEYID,
ServiceDesk update fails with error 1008
I've been trying to update our service desk software. We are now on Build 10020, I tried to install the ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm to take us to 10500. However, I am getting a 1008 error. Please advice. I have attached the logs. Regards, DJ
Warning: Your database transaction log file size has crossed the threshold
Dear Sir, How to stop sending the Warning: Your database transaction log file size has crossed the threshold notification ?
E-Mail Replies to Ticket E-Mail Notifications Does Not Work
Hi, For awhile now our requestors have been unable to reply to tickets by replying to the ticket notification e-mails and I'm unsure why this doesn't work. The notification e-mails have the Request ID in the subject line, so I'm unsure of why this stopped working. Is there any way to fix this?
Python script: Can't find a default Python
Hello, I have installed Python 3.6 on my Windows server that is hosting ServiceDesk. I have added python to the path as seen in the next pictures: When I try to execute a python script with a custom trigger called TEST the following message is shown: Action Executed is :TEST Message: Can't find a default Python. Any help would be appreciated. Thanks,
Problem to start servicedesk service after upgrade 11000 to 11100
Hi, i just did the upgrade from 11000 to 11100, i tried to start the service after the upgrade but it doesn't start, i execute the run.bat and it works, but when i close the cmd, the application stops, i reinstall the services with sd_service.bat -r and sd_service.bat -i, and doesn't works, can you help me please? This is the wrapper log. thanks
Mail Commands not working
Hello! I'm having trouble configuring Mail Commands. I have set up my Mail Commands according to this configuration: I do have a technician configured with the sender e-mail, and I wanted that any e-mail matching the above specifications would create one incident. So I sent the following mail: I do have the categorization set up properly: But the incident was created without the information I provided (requester, category, subcategory, item, level, mode, priority, etc): Is there anything wrong with
Update failed - PostgresSQL doesn't start
We are currently trying to update ManageEngine from 11100 to 11121 but are receiving the error “Trying to start PostgreSQL server failed”. This also occurs when running the startDB.bat individually. We are running the Community version. Screenshots:
ServiceDesk Plus and Microsoft ATP Attachment Scanning
We have recently begun using Microsoft Advanced Threat Protection Attachment Scanning on all incoming email. We have discovered that this is not playing friendly with ServiceDesk. The issue is caused by the way that ATP will send the email along with a Preview link to the attachment rather than the full attachment. It will later replace that email with one that contains the full attachment, but by then ServiceDesk has already fetched the email and created the ticket with the preview link, which
How to link articles I create to other articles
I'm trying to make an article currently and I am trying to link an old article I made for reference to this new one. I try to copy url but it juts takes me back to the main screen. Any help would be awesome!
Cant generate jssecacerts by gencert.bat. java.net.ConnectException: Connection refused: connect
Hi! I cant generate jssecacerts. What the problem? C:\ManageEngine\ServiceDesk>gencert.bat mail.intech.com:995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert mail.intech.com:995 Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\jssecacerts... Opening connection to mail.intech.com:995... Exception in thread "main" java.net.ConnectException: Connection refused: connect at java.net.DualStackPlainSocketImpl.connect0(Native Method) at java.net.DualStackPlainSocketImpl.socketConnect(Unknown
CMDB Assign to Department Bug
There seems to be an issue when assigning assets to departments in bulk using the Actions > Assign to Department drop-down in CMDB. When doing it this way, the Asset State changes. When editing the assets one by one (by clicking on each asset > Edit), the Asset State does not change (as expected). Before Assign to Department: After Assign to Department: We are on Build 11125. Please let me know if you need more information. Thanks!
Restore SDP data by MS SQL backup file
Hi, I want to migrate old SDP server to new SDP server. When I backup "servicedesk" database by MS SQL Task -> Backup and restore it by Task->Restore, it's okay, But when I start SDP service by run.bat, show me error. For some reason, I can't use backup.bat and restoreData.bat. What should I do? SDP build 11.1.26 DB: MS SQL Thanks for helping
[SD-88631] Archiving failing
Our archiving routine seems to be hitting a lot of errors when it runs. Example (all the same error) as follows: Archivinig Failed for WorkOrder : 100667 Cannot insert the value NULL into column 'OUTSIDE_OPERATIONAL_HOUR', table 'xxxxxxxxxxxx.dbo.Arc_WorkOrder'; column does not allow nulls. INSERT fails. Any ideas on how to resolve? Running 11121 with SQL DB.
PostgresSQL failing during new server migration
Hello Guys, I am running ServiceDesk Plus 11.1 Build 11125 and currently trying to move the DB to a different virtual server. The new server has the same build installed and it runs fine after the initial installation. I have postgresSQL on both existing server and the new one. I am able to successfully backup from the old server but having trouble while decompressing those files in my newly built server. It fails to start the PostgresSQL. I'm not understanding how the DB is failing during restoring
[SD-89689] How to modify "Attachment dropped due to size restrictions" notification
When You send a mail for fetching with a document more than the limit. You received a notification. We want to translate this notification and add a link to upload the large attachment. Where do you modify the notification? Regards
Asset Explorer - Updating and Migrating
We're currently using Asset Explorer 6.1.0 Build 6128 on a Windows 2012 server. I would like to update the software on the existing server then migrate to a new Windows 2019 server. Could anyone point me to any instructions/documentation to accomplish this task? Thanks in advance.
[SD-79491,SD-78846] Job Execution Failure - Common Notification Job Executor
Greetings, Since upgrading from 9426 to 10016, the error log is receiving lots of the following error in the JOB_SCHEDULER module, Sub Module: CommonNotificationJobExecutor... System Log details: System Log Message: JobExecutionFailure: jobId:1265542; ErrorMessage: java.util.concurrent.ExecutionException: java.lang.NullPointerException; JobInfoObject: {"errorInfo":[null],"jobId":[1265542],"jobInput":["{}"],"executorClass":["com.manageengine.servicedesk.jobexecutors.CommonNotificationJobExecutor"],"moduleName":["COMMON_ACTIONS_NOTIFICATION_JOB"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@621d918d"]}
FYI: Fixing Requester Self-Service Portal Home Screen URLs
Attached screenshots for reference. The View Solutions button in my requester's home screen inexplicably lost a part of it's URL (?action=view) and was returning a "You are not authorized to view this page" for all requesters and technicians who followed the URL due to this. The ticket I had open with support was elapsing 16 days with no progress, and I quite by mistake stumbled upon the fix: Clicking Theme -> Edit gives you this code editor. (you get to this screen though Admin -> General -> Self
[SD-82344] SDP & SCCM Integration
Hi, I'm trying to integrate our SCCM with SDP. We are running SDP 10508 & SCCM CB. The issue I have is our SCCM DateBase is not on the default instance. I've tried adding it in via Admin >> Discover >> SCCM Integration then filling in the fields. The user guide has no information about instances. However I can not get it to connect no matter the config I put in. eg Hostname: ServerName\InstanceName DataBase Name: SCCMDB or HostName: ServerName DataBase: InstanceName\SCCMDB I've triple checked
Assets management
We are using service desk plus and for asset management it fails to scan the machines connected to our network. It ends up with the following errors, 1. Credentials is not configured 2. General failure while performing the operation 3. Connection to the RPC server in the workstation failed 4. Failed to communicate the Agent. We have configured the credentials, the port 9000 is enabled, at times it does scan at times it will fail. Need suggestion and help in regards to this ASAP.
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