Mail Fetching Randomly Stopping
As of last week, and subsequent to our upgrade to 11.1 (11108), we have had two instances of the mail fetching stopping randomly. The issue is easily resolved by restarting the ManageEngine ServiceDeskPlus Service on the server. Is anyone else experiencing this?
[SD-85828] Second HR Instance takes outgoing mail settings from first IT instance
We have a following problem just created second instance - HR. When create new ticket in this instance every notification rules takes from first IT instance. Outgoing mail for IT instance is helpdesk@... for HR instance is hrhelpdesk@... , when created new ticket in HR instance send mail to technician for IT ins with notification rules in IT ins.
CustomScripts.js not load in 11105
Hi, In SDP v11010, I write script for all my SDP in '/custom/scripts/CustomScripts.js', but now this file not load. I need to load this file. I write custom script in this file. Please resolve it? Thanks for helping
Service Desk receives letters, but does not create an requests
Hello. There was a problem. Service Desk receives letters, but does not create an requests. With respect. Igor Stepanenko.
Cannot Add IMAPS Mail Server to Service Desk Plus
I checked the KB and tried to follow the steps to download the cert generation file, but when I try to extract the .tar.gz file in both Linux and Windows, I get errors that it is an invalid file format.
Login form
Hello! When i uncheck "Enable Domain dropdown during login " in advanced security settings Login Form changing and get 2 type of autentifications Local (by default) and AD. How could i change this and set AD autentification by default?
Powershell custom script not displaying fail/success message
I have a script to assign tasks to the job owner which works however I'm trying to get the task details completed successfully pop-up to display after each task owner . I've tried all the variations I can find in the documentation but none seem to work. I've tried, $taskData $taskData.response_status.status $taskData.response_status.messages[0].message also tried all of these preceded by write-host and all produce the correct output when run through powershell but nothing is displayed when through
Form/Field Rule not executing custom script on submit
Has anyone run into this? I have a custom script that I've written to set the description to a series of variables pulled from field values in the Service Catalog. The script itself works fine when I edit the request. I currently have it defined under Field and Form Rules as a "On Form Submit" with no conditions and set to execute on create/edit. When the request is submitted, the values are not populated but when I execute an edit as a technician, the description gets set with all the values. Any
[SDF-55671] "Resolved" requests aren't reopened after the Requester response
have this problem after update to ver 11106 and 11107 also. options in Self-service portal doesn't work When the requester replies through E-mail / Portal to the closed requests. Perform the following: ReOpen the request always. Reopen the same request within days from closed time. Else, create as a new request. Append the reply as conversation to the request and notify technician. Create as a new request. 3 options does not open a request the last one add note to closed request that "the new request
Unable to promote requestor to technician - Everything still shows as requestor
We’re using a free version of ServiceDesk Plus with five technicians, we’ve recently hired a sixth technician and simultaniously I’ve resigned. So as I have just a few weeks left working here, I used one of my colleagues accounts to change my SDP account to requester, freeing up one of the technician licenses. Now when I try to raise my boss’s account from requester to technician the license says that everything is fine and i can save the change but she still sees everything as just a requester.
Failed upgrade from 11106 to 11108
Hello, the upgrade failed, 11106 to 11108 and or desk is down. I followed the directions and service desk service is stopped and I started the restore from a backup I took just before we started to upgrade. It's taking a very long time. Our backup has 18 parts. Would it be better to just delete the application, download the version we had 11106, apply our license and then restore? I'm not sure which is the new install file...see attached file...I think its the one from the red arrow. I have a support
Deleting old departments in ServiceDeskPlus
I am trying to run the query update resourceowner set deptid= null where deptid=309; but am getting a java error. java.lang.StringIndexOutOfBoundsException: String index out of range: -1 at java.lang.String.substring(String.java:1967) I know what the department IDs are having run another query I got from another post on here, but whichever ID I try I get this error. What am I missing ?
Upgrade failed in Production Setup
Upgrade failed in Production Setup log file
[SOLVED] SSO ServiceDesk not working
Hi, How to troubleshoot not working SSO on my ServiceDesk installation (on premise)?
"%" in ServiceDeskPlus V3 API
I am trying to insert HTML tables into the description field of the V3 API. I have working HTML from the V2 API but this does not work now in V3. After much testing I have found that I cannot have a "%" symbol anywhere in the code. For example: This line of HTML will work correctly: <table align="center" style="border: 1px solid black; width: 100px;"><tr><td><h2 style="color:blue;">HTML example<h2></td></tr></table> This line does not work <table align="center" style="border: 1px solid black; width:
Manageengine servicedesk plus not starting after restore
Hi, We are using Manageengine Servicedesk plus (Free edition) running version 9.3 (build 9326). We are trying to migrate the software to a new server. for this I followed the KB (https://pitstop.manageengine.com/portal/kb/articles/how-to-migrate-servicedesk-plus-from-one-server-to-another) I installed the same version on the new server. Once I selected the backup to restore in the new server, it took a while and did come up with restore successful. Please see the attached image. But the OK button
Release 11106 - SDP
Guys, We have some problems in SDP when finished update to version 11106. For example: Service Catalog - some fields is define by default but when some users click to apply we have a error in this fields - "Mandatory Field". But only in IE browser. Google Chrome is fine. So you have this problems? Thanks. Best Regards,
Unable to launch new install of SDP-MSP on new OS
Hi, We have installed on the production environment MSP version 9307, a free version. You must upgrade to the latest version. A test virtual machine (Windows 2008 R2) was created to test the update. And it installed version 9307 cleanly. And when I try to run it I can't get past the splash screen and have the message '.\changeJRE.bat' is not recognized as an internal or external command, operable program or batch file. Can you please help me ? Cheers, Oleg
Attach in mails
Hello everyone! :) I have a problem: if a requster writes a ticket, with attached mail (.msg), that attachment can't be seen by technical. Any other atachments look fine and we сan see them
Configuring Self Service "Waiting Update".
Hi all, We are trying to configure the below circled field in the self service portal. What triggers this field to change? We want it to work with requests/incidents, not the service requests. We had assumed that when the request/incident is set to "awaiting user response" this would change.
Duplicated pictures in Description - problem
Hi, We have issues with duplicated pictures in description field. It should be just one picture attached but it isn't one but 2 of them. Please see attachment! Thanks in advance! Br, Domagoj
Allow techs to pickup but not assign.
I have an issue where my technicians are sending tickets to other technicians. Is it possible to seperate the pickup and assign features? I have tried disabling the feature os "assign" in the role but then they cannot pickup eaither. Please Help...
How to free up disk space for SDP server?
Hi, Can someone advise me what are the ways to free up disk space on SDP server? It is running low on disk space. Build Information My Version : 9.2 Build 9236 Thanks
ServiceDesk - Resending a response appoints several lines of blank text
I've noticed this recently but I am not sure if this is intentional or not. When i am in a ticket and i go to 'resend' an e-mail, it opens to the reply screen but it appends several blank lines above the original reply. This does not happen in any other situation that i've noticed. An example is below.
Response Time VERY SLOW TODAY
Is there a problem with ManageEngine in the Cloud? We have noticed very slow response time today, and over the last hour, some are getting kicked out altogether.
Cannot login to ServiceDesk after update from 8.0 to 9.3
I introduce myself, I'm Martin izquierdo, I work in the Technical Support area of an IT company, we use ServiceDesk Free, we were in version 8.0, we have upgraded to version 9.3 (we are trying to update it to the latest version), What happened is that after restarting the virtual machine on which Servicedesk is mounted, we could not log in again with any user to the ServiceDesk console, we have tried many instructions that we have found online, of your Forums, and we have not been lucky, we need
Problem after update
We tried to upgrade from version 9307 to version 9336, according to this instruction https://www.manageengine.com/products/service-desk/migration-sequence.html Update was successful. But after entering the administrator login and password, the system gives an error (russian) What could be the reason?
5936812
can anyone help me with the below issue when I want to modify the LDAP password is gives error update failed and I am not able to import the user from active directory as well
[SDF-37014, SDF-34893] Paste images to Notes
Hi Several users can no longer paste images in Notes with Chrome. It works with IE. SDP 11010, but we have problem with SDP 11007 too. OS: Windows 10
ServiceDesk Plus Workflow Status Changes
Simple workflow question. I need to build the below workflows but am unable to find where to do this. I'm ready to move to another ticket system if this isn't possible and very frustrated with ServiceDesk Plus. Nothing I've found is as intuitive and simple as it should be (and is with most other ticketing systems I've used). Help is appreciated. When status = “Waiting on User” and the end user responds to the ticket, the ticket status is updated to “User Responded” If ticket is in “Waiting on
API REST - Access is denied for the operation [read]
'm trying to use the REST API to query a request, but I'm having problems. I'm using PHP. I generated the API key for the user. When trying to query a ticket, but is returning the following error: "3015 Access is denied. Access is denied for the operation [read]." Are there any releases that I need to assign to the user before consulting a request? I didn't find anything about it in the documentation.
"Invalid CSRF Token" error when picking up or assigning a ticket
Hello When we try to pick up or assign a ticket, we get error "INVALID_CSRF_TOKEN". This seems to be happening when we access servicedesk site from outside our work network. We can pick up and assign a ticket within our network. We recently upgraded, and are at latest version (11.1, Build 11105). It was a long time coming, we were at 10.5 Build 10510. The INVALID_CSRF_TOKEN is a new error AFTER the upgrade. This was NOT an issue BEFORE upgrade. Seems that this issue was caused by the upgrade. Any
Self-signed SSL Certificate
Good Day If we want to access ServiceDesk Plus via our intranet we get the "Connection to this site is not secure" warning. Therefore, we tried to install a self-signed SSL-certificate. Whilst importing the certificate ServiceDesk Plus throws an error. In the Support-File we found the error "Exception occurred when importing the SSL certificate! : Self signed certificate cannot be imported from UI|". Is there any other way to import the certificate or to get rid of the warning?
REST API access to create and reply to email converstations
Hello all. Does anyone know if there is an exposed API to view, create and reply to email conversations in a ticket? I can see that there is a well-documneted API for Notes, but I am not able to find anything about Emails. Regards, Alex
Site Usage
Our organization is a City with many physical locations throughout our municipality. Before we ever started using ServiceDesk we had already called each one of these locations Sites. This caused some confusion early on as we started setting ServiceDesk up and unfortunately was never fixed. By ServiceDesk’s definition we should only have one Site, our City name. But as things are each actual location we have is listed under Sites. After time we made a change to what data is found in the Office field
Exporting closed tickets to a separate database.
Good morning all, I wonder if you can assist? Our database is currently running high and we wish to keep it below the 10 gig threshold SQLExpress has. I have tried the following all with minimal to no success: shrinking the database data delete from aaaaccsession delete from auditrecord delete from recentitems delete from errorlog archiving all closed tickets older than 2 years. Can you please advise on what else can be done to reduce the size of the database? Is there a way to move all closed tickets
ServiceDesk email in Distribution Group
We have a Distribution Group that we want the ServiceDesk email account to also receive emails from. I have added the email account to the Distribution Group but SDP fails to create tickets from emails that are sent to the distribution group. Is it possible to have SDP create tickets from emails sent to it by distribution groups?
Move Field Information on Database
We've had ServiceDesk for a few years. And we've built many Incident templates in it and in Service Catalog. In that time frame we've created a lot of additional fields in both modules that are similar or redundant. I'd like to perform a bit of clean up on fields that can be consolidated. But I do NOT want to lose information on forms that have been submitted and closed. For example I have four different date fields being used on four different forms. They are as follows. New Employee - Effective
Change permissions after upgrade
We recently upgraded to 10.0 Build 10013 IT Technicians used to be able to edit changes during the planning stage (and probably other stages) of changes. Now, once the change leaves the submission stage, the edit button disappears. Is there a way to make the edit button show up for technicians again? Here's the role configuration: Here's a screenshot as a technician: Here's a change I worked as the admin account. Thanks! Joanna
[RHEL 8] Upgrade to 10500 fails, and service autostart fails
Service auto-start fail: Followed the instructions here. When I reboot my server this is what I see upon running "Service status servicedesk" and the site is not accessible however the service shows as "active" status. Feb 23 05:28:39 ip-Addr-internal systemd[1]: Starting SYSV: Run the ServiceDesk-Plus program... Feb 23 05:28:39 ip-Addr-internal servicedesk[980]: Starting AdventNet ManageEngine ServiceDesk-Plus Feb 23 05:28:39 ip-Addr-internal systemd[1]: Started SYSV: Run the ServiceDesk-Plus program.
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