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.
Connecting two ServiceDesk Plus applications to one MS SQL database
Hi, is it feasible for me to connect two ServiceDesk applications running on different servers to one database. One ServiceDesk application does not receive any incoming requests but the other one does receive. The applications have different builds or versions running
Error at update
Hello, I'm trying update my servicedesk to the last version for migrate it to a new server. I could apply the patch to update from 9117 to 9121 without problems. For appply this first patch i followed the next steps: 1 stop the app 2 run the backup script 3 run the update script 4 start the app When i try apply the patch to 9200 follow the same steps than before, but in the step 3, at 3 or 4 seconds of start, it stop with simple error message (without any description of the possible fail) and the
Ticket creation for new users
Good Day We sometimes are facing the problem that someone, which is not already added as a requester, wants to create a ticket over the phone. In these cases the admin creates a user manually and afterwards the ticket can be created. The problem is, that regular technicians are unable to do this and therefore can not create the ticket right away. The best solution for us would be if technicians could also type in an e-mail-address during a ticket creation in the name field and the user gets added
[SOLVED] Forward Template
Good Day If I forward a Message from one of our customers, the message template "Forwarding a Request" is used. If I want to forward a Message, which I have written myself, no specific template is used. Fwd is added at the beginning of the subject but nothing else. How can I configure this specific template? Should it not be the "Forwarding a Request" template? Thank you very much for your help.
Updating from 9.4 Build 9416
Good day, I am currently trying to upgrade the version from 9.4 Build 9416. But it keep giving me the error, May i know which is the correct patch file i should be using as i have try from "ManageEngine_ServiceDesk_Plus_-_MSP_9_3_0_SP-0_0_8" till "ManageEngine_ServiceDesk_Plus_11_1_0_SP-0_5_0"
Pasted Line spacing.
When I am using ServIce Desk Plus, i am attempting to add a work log by copying an email from the conversation. When doing this, The line spacing is being trippled. This doesnt happen if there are no line breaks in the copied message however if the line is broken once, it is pasted with 3 line breaks.
Requests with *.msg attachments are converting to forward message
Greetings, We have 11.0 Build 11002+PGSQL. SD works with Exchange 2013 on EWS. Issue is: When user send to mail message SD with a *.msg attachment it converts to forward message. It's very uncomfortable because we need to check headers of mail messages.
Update from 9400 to any recent build failed
Hello Community, We have a problem when updating our ServiceDesk Plus Build 9400 to any recent build. A couple of weeks ago, I updated to build 9414 and at the end of the update, I have the ''Failure , Please check the link : http://www.manageengine.com/products/service-desk/upgradefailure.html'' message. I rewind to build 9400. Yesterday, I tried to update to build 9417 and I had the same error. I don't know why this happens.. Anyone have the same problem? I have the updatemgrlog0 file if you need
Not able take the full backup after upgrade from 9414 to 10012- PGSQL- Service Desk pro Plus
Hello Team, Last month i have upgraded my application from 9414 to 10012 but after upgrade the build manual full backup and scheduled backup both are not working. please refer the snap attached herewith. help me what may be the resolution for the same, Thanks Regards, Subrata
Incorrect Survey Results - 80% is the new 100%
Hi guys, bit of a strange one since we updated ManageEngine patches recently. We have 3 questions on our survey, I noticed that after updating, the order of the answers changed. It was initially: Strongly Disagree, Disagree, Neither Agree or Disagree, Agree, Strongly Agree. Then for some reason Strongly Agree and Niether Agree or disagree changed places (I cant recall if other fields swapped around before I changed it back. Now, when people put Strongly Agree as their reuslts, the Satisfaction
Email notification not worikng when created ticket
Hello, We have this problem. When a ticket is created, technicians or sequesters don't receive a mail notification for this. The only way it is working is when requester creates a ticket and they reply to it, then the requester who created the ticket receives a notifications only for the reply not for the created a ticket. When we stop/start the ServiceDesk service the mail notifications are starting to work again, but the mails who arrive are from past days and this stops working after about 10-20
Renewing SSL certificate for Manageengine Service Desk plus
hi everyone, Please guide me or assist me in getting this right? Our SSL certificate has expired which prevents us from creating tickets through the rest http post calls. I have inherited the support of it, so unclear as to how the original setup was done. I have requested new certificates from the CA. (on which I received .crt, .pfx, p7b) Our Website alias has also changed. The certificates where requested for the new name. I have tried to follow the instructions as per ServiceDesk articles, but
Error in service request and tasks
Briefly. Created a service request. This is a request to create a user account. That is, application 1. but it can create multiple tasks. Added the resources parameter to the template body in which you need to check the necessary resources, that is, for example, a new user needs access to the Internet, autocad, mail 1C. and so on. To each check mark in the workflow, add a task. Configured the rules that if this check box is selected, run this task, if another check box is selected, then run this
Add Request API
We have moved into a newer version of Service Desk and our SERVLET API is no longer working. I understand we need to move over to the new version of the REST API however, I'm new to JSON. I'm able to make the example work from the help, but can't find a good example to work off. In the servlet version we had a web form to collect the request details. I assume we can still do this. Any insight is appreciated.
[SOLVED] Mismatch of URLs
Hi Team, In our Notification Templates it shows the $RequestLink url as being as below: However when the notification goes out, it then shows as this: How do we fix this? Cheers, Bray
API v3 "search_criteria" doesnt work with more than one field
I'm trying to use the API for ServiceDesk Plus. I am using the tester on https://servicedesk_url/SetUpWizard.do?forwardTo=apidoc -> Request -> View All Requests It seems I cannot get the search_criteria to work unless I only have one simple field within it. Example 1. This works and provides lots of request results: { "list_info": { "fields_required": [ "group", "status" ], "search_criteria": { "condition": "is not", "field":
ESM - Unable Edit Instance Owner
Hi, We're using build 11101. I am admin for the current IT Helpdesk instance. We're setting up a Facilities Helpdesk instance which is in Pre-Production. I'm trying to change the owner of the Facilities Site to another admin but I'm getting the error message: "Removing the service desk owner is not allowed" I imported users into it so that I could make another technician an admin and hopefully be allowed the change the site owner to this new admin but as we haven't yet purchased the licences for
Doesn't change Asset State to IN USE, When I added USED BY releationship in CMDB
Hi, When I change Asset State of my keyboard, SDP added used by relationship to my keyboard. In this situation every things is OK. But when I go to CMDB section and add used by relationship to my keyboard, SDP doesn't change my keyboard Asset State to In Use. I wanna to import relationship between keyboard and workstation from XLS file, but already I don't have any solution. It's very important for me. What should I do? Thanks for helping
AssetExplorer Database Configuration
Trying to run teh database configuration to set up the database for SQl server I run the batch file, put in the necessary information, but the command window stays open, and nothing looks like it is happening. Does this utility created the database, or should that already have been done? If so, what rights does the account for the assetexplorer database need?
Images not displaying in ticket body
Having an issue where screenshots are not showing up in the body of the ticket. Attachments are coming through properly. Already tried the reset in the General Settings.
desktop central service desk agents
Hi, We currently have the desktop central agent on all PC's in our domain. We are beginning to utilize service desk plus and have integrated the two. We are noticing that the asset explorer provides a much more in depth scan on device assets etc compared to DC. We do not want to have to install another agent for assestexplorer to every PC. Is there any way we can integrate the DC agent and the SDP agent into one? So when DC scans scans and relays scanned info back to SDP, it at the same time uses
Images not showing in requests by email
When we receive requests by email and a user pastes a screenshot in the message body the images are not coming through to SDP. Instead, they show up as: [cid:17ac303f-0740-451b-91fd-905b3e4d9c46] or some other random number. It is also not showing images in the requester's signature which leads me to believe HTML is not working. I have tested with several different email accounts and browsers. We use Office 365 for our email. Please advise on how we can fix this.
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