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 ?
Notifications not triggering
We are attempting to enable Notification Rules to keep our users informed. However, last night we tested four and only one actually worked. We turned on Acknowledge sender by e-mail when a new request if received, Acknowledge requester by e-mail when a request is updated, Acknowledge requester by e-mail when the request is closed, and Notify requester when a request is assigned to a technician, and only the first of those generated an email. Firstly, is there a difference between the terms Acknowledge
Technicians can no longer view all asset groups
After upgrading to 11123 - Technicians can no longer view all created asset groups under Asset tab. As an admin, I can view them all. Were some sort of permissions changed for this? Anyone else experiencing this issue? I sent the physical link and they were able to access it that way, but cannot through the application. Thanks for any help.
How do I notify a manager
Hi, We would like to notify a sequesters manager if a request status is a certain value. We are importing via AD the requesters and their managers. How do automatically notify the manager of the requester on a ticket when the status = 'x'
Auto Share Request
So I found the below info and it's something I'd really like to implement. https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field-v3 I THINK I have everything configured correctly but after some initial testing I'm pretty sure it's not. This is the message I get on the request history when the custom trigger runs: Message : Traceback (most recent call last): File "share_requesttestV3.py", line 1, in <module> import requests ModuleNotFoundError:
Define requester for an API query
When I test my JSON in the API tester through Admin > API > Documentation all general get requests are my logged in user. Is there a way to define the requester before the JSON body in an API request (V3 only please) perhaps as a header?
Error while sending push notifications on iOS devices
Gents, Push notifications working well on Android devices but not the iOS. as per the serverout0.txt log i'm seeing that APN certificate expired [07:22:11:570]|[08-13-2020]|[SYSOUT]|[INFO]|[152]: 0 [JavaPNS grouped notification thread in QUEUE mode] INFO javapns.notification.PushNotificationManager - Attempt failed (Received fatal alert: certificate_expired)... trying again | [07:22:11:657]|[08-13-2020]|[com.manageengine.servicedesk.notification.realtimenotification.ExpiredMessagesDeleteThread]|[INFO]|[130]:
Trouble finding My Requests and following Emails?
Is anyone else having trouble finding their requests within PitStop? I see some, but not all requests currently being worked on by support. I also find it difficult when you reply to an email (because replies always come during off-hours) a new ticket number is generated. This makes it difficult to follow in your email threads - especially if you have multiple tickets you are working with support. Searching active ticket numbers in My Requests also yield no found requests. It doesn't seem to matter
Upgrading to new build
Hi, I am trying to upgrade my ServiceDesk Plus to latest version. Currently running Build 9.4 I did stop the service, Run the backupdata.bat file for backup and then run the updatemanager.bat But the updatemanager.bat is not giving the popup windows for selecting the file. I did restart the system for few times. Any help please. Thank you, Krishna
Deleting a Survey
Hi, we accidentally created a survey and it went live resulting in some users providing the feedback. I need to delete the survey completely from our SDP - can a script be provided to scrub IT Service Desk Survey so we dont even see it in our survey report filters, etc.
'Security Warning: Default Credentials Not Reset' after updating to V11124
Greetings, Not sure why we're suddenly experiencing this error warning across the top of all Technician pages in ServiceDesk after updating to V11124. I've reset the passwords to 'administrator' and 'guest' local accounts as mentioned here https://pitstop.manageengine.com/portal/en/community/topic/security-warning-after-upgrading-to with no change. I do not know which account this warning message is referring to to know what needs to be reset. Any ideas? Thanks, Jacob
SAML Error Log
Hi Friends... I want to configure SAML Authentication and threre is some Error in my configuration how can i see error codes or error log of SAML Configuration????
Unable to modify ServiceDesk instances in ESM admin settings
We have recently acquired a license for out ServiceDesk Plus, after using a trial one that allowed us to test the ESM features. We have found it useful to have at least two portals, so we went ahead and purchased a license. Unfortunately, we are facing some issues when trying to modify the current ServiceDesk instances: We are unable to delete instances anymore, the owner cannot be changed and the licenses can't be reassigned to other instances. The general behavior of the application is like it
Active Directory Auth Works But no settings specified
I took over a servicedesk installation, which is very old. Now I want to upgrade it to the latest version as per the Upgrade Sequence. Now I'm at 9.1.2.1 Active directory Auth works (tested by changing password and immediately logon to servicedeskplus with the new password, worked). But I cannot see AD auth selected nor LDAP auth is activated. Strangely, AD import is enabled... And when I upgraded from 9000 -> 9100 -> 9121 -> 9200 -> 9300, things get worse and I cannot even login. The logs for
Restore failed in SDP 9411
Hi, I wanna to restore database in new server with restoreData.bat and error me " Invalid column name 'WORKSTATIONID'." What should I do? It's very important for me? DB: MS SQL Build No: 9411 Thanks for helping
SDP service start but can't see login or other page (white page)
Hi, We use SDP v9411 and suddenly we can't access to SDP panel. SDP service is start but I can't see any page of SDP even login page. I sent log file for you. I don't understand reason of this problem. I see log file and see this error frequently: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available within configured blocking timeout Also I search this error and see resolution, but
Intermediate certificates when using PFX wildcard certs
Hi all, We have installed our wildcard certificate in to our SDP installation, but we are getting errors about no intermediate certificates available. Is it possible to add in the intermediates separately or am I going to have to move the the keystore process way to enable this? Thanks Andy
[SOLVED]Validation Error When Submit a Request in Firefox
Hi friends... I have a problem when I submit a request in firefox when i fill mandatory fields in request form SDP will show me Empty Mandatory fields error message
Service Desk backup issue - Version 11.1 Build 11118 to build 11122
I am getting an error indicating Some Error occurred during backup. Please refer to SDPbackup.log file. The Service Desk service was stopped prior to running the backup.
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