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.
Issue with incident requests loading for requestors
We currently have 50+ incident requests templates within our business that work perfectly fine. However, there have been a few that i have created that just wont load for staff (either an error message appears, or the page just doesnt load. Has anyone experienced this?
Problem in Duplicating a Request
hi everybody When I want to duplicate a request, Description of the request will repeat Continuously in duplicated request. 3 times or 4 times!! My Servicedesk Build number: 11116 DB : SQL Server here is some snapshots in attachments Best Regards...
Push notification need to live internet connection in SDP Server
Hi, I have question for get push notification in SDP mobile app. I active this feature on SDP and install app on my Android mobile device. When I disconnect internet from SDP server, push notification doesn't send to my mobile and when I connect internet to SDP server, I get push notification. Does this feature an live internet connection on SDP server? Thanks for helping
Push Notifications in Android App
Hi, Push notification in Service Desk Plus Android App is not working even though my application is upgraded. My SDP Version : 11121 My Android App Version : 5.2.4
Bad Request Error
Using Postman, I added the TECHNICIAN_KEY to the header and got the following error: "response_status": { "status_code": 4000, "messages": [ { "status_code": 401, "type": "failed", "message": "V3API restricted for Path:/api/v3/requests Method:POST" } ], "status": "failed" } Is this a permissions error?
How to consider system notification as first response
Hi, I define new Request Life Cycle and send notification by click on transition. Now I want to consider system notification as first response. What should I do? Do you have any option for my need? Thanks for helping
How to work "Allow Automatic Generation of API Key"
Hi, We configured "Allow Automatic Generation of API Key" in SDP to automatic login with SDP mobile app by all users, but error me and need to generate API Key. I need to access SDP by mobile app without generate API Key one by one. What should I do? I attched my configuration and error. SDP version: 11.1.15 DB: MS SQL Thanks for helping
Where is the Edit button for assigned ChangeOwner
Hello, my ChangeOwners are reporting they don't have access to the Edit button for changes to which they are assigned. Accoridng to this article though, it appears they should have access to the Edit? Please help! https://help.servicedeskplus.com/change/change_faqs.html%242
[SD-89181] SDP 11125 can't send email notification (configured in Business Rules)
Hello. We have SDP 11125 (updated today) but the problem is verified also on 11124. We have several business rules configured to notify by email some technicians when a new ticket arrive (based on ticket values / to / cc ...) but this type of notification does not work anymore. The requester correctly receives the email with the assigned ticket number. The technician who is manually / automatically assigned to the ticket also receives the email. No other interested technicians (that we want to keep
Unable to start Service Desk
Good afternoon, I was applying an update and it ask me for make a backup during the process. I forgot to modify the upgrade script and I forced close the update manager from task manager (otherwise it will start to backup data and we don't want that). Now when I'm trying to start Manage Engine Service Desk from run.bat it says the following: Starting Server from location: D:\ManageEngine\ServiceDesk Free edition... Previous Patch not applied properly, hence contact support team Problem while Starting
Previous Patch not applied properly, hence contact support team
Hi! There was a trouble with the update to 9.4.18 process: after I choosed an update file I accidentally pushed the ^C key and after that I cannot do any update. So I restored backup from 05.09.2018 by new installation and rename old installation folder. How can I copy from the old folder to the new folder the files (or something else) with requests till 19.09.2018?
HTML Mail
Hello I am trying to add a notification Action after a transition in one of our request life cycles. I designed a html Mail but I fail to add it correctly. When I add it, at first it does look good, however after saving, the message is not displayed correctly. If you send the message to an outlook client it is even worse. Also sometimes the editor crashes when I try to edit the HTML. Does someone have an idea how to fix this? I attached the html-file. Thank you very much!
Emails To Notify Not Behaving as Expected - URGENT
Hello - How come a requestor can only add contact to the "Emails to Notify" field for initial request creation? It seems if the user goes to reply to a ticket AFTER the ticket has been created, the field no longer diplays. Why?
[SD-89451] Error while remove properties on the technician layout
When remove properties on the technician layout , Assign button doesn't works Error: Group and Technician cannot be assigned as the request template does not contain Group and Technician fields.
Reading User Defined Field results in error
I get en error trying to read a UDF with the following characteristics: Site Name udf_pick_9306 Pick List - - UDF_CHAR78 Can some one tell me what I'm doing wrong? the error message and the code are below. Thanks Sal Error Message: Message : Traceback (most recent call last): File "ConditionalApprovalVPN.py", line 10, in <module> fieldvalue1 = requestObj['udf_fields']['udf_pick_9306'] KeyError: 'udf_fields' The code is: import sys, argparse, csv, json csv_file = 'approvalsinglefieldVPN.csv' filename
Catastrophic failure whilst installing sdplus
Was trying to update an old instance of our sdplus application following these guidelines. https://www.manageengine.com/products/service-desk/on-premises/migration-sequence.html We were originally on version 9334 using mysql which was the default when we first installed service desk plus a few years ago. I was able to upgrade to 9336 without any issues. However when i tried upgrading to the next step which was to take me to 9400 i was informed i could not continue as i needed pgsql. Found
Problem while changing asset state
Hi i have problem when i want to change asset states . when i click on asset state, Assign/Asset window will open and "Unknown error occurred While ..." will show up. my sdp Version : 11121 database: SQLServer and here is some screenshots about this error in attachments. Thanks
SCCM Integration loads infinit
Hi Thanks for the last reply of my Case, it worked great :) I tried to integrate SCCM in our Servicedesk Instance. When I fill out the form and either save and test connection or save the connection it does nothing. Is there any log to observe or any other general tipps before implementing SCCM? Also we do have de basic 250 Asset licence.
[SOLVED] Error in editing or Creating a PM task [SD-88065]
hi friends. when i want to create or edit a preventive maintenance task, in final step SDP Show me this Error: "This Request will not be considered since passing more parameters to server might result in vulnerability issues." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments
SAML Problem
Hi, I followed step by step instructions to set up SAML but I got an error. What is the problem? I tested on Service Desk Plus 11.1 Build 11124 and Active Directory Federation Services 2016. Thanks.
Error in Downloading an Attachment in Problems
hi in Problems Module, I can attach a file Successfully but when i want to Download an attachment file , SDP Show me this Error: "Unknown error occurred while processing your request." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments Best Regards.
[SOLVED] pass-through authentication AND DOUBLE AUTHENTICATION
DEAR SUPPORT I HAVE SDP 11.1 for easy of use we decide to enabling pass-through authentication. we do all step-by-step guide, SDP connect to AD service and in AD log we could see incoming authenticate request and log, we use MS chromium edge and google chrome browser, we configure internet option. when users try to access SDP service the browser ask for user and password, if USERS COMPLETE THE FROM THEY REDIRECTED TO WEB FORM USER AUTHENTICATION PAGE ? what is the problem ?
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