How to disable "Advance Search" button for Technician
How to disable "Advance Search" button for Technician :
Field and Form Rules Help
We have a service request template which has a picklist field in it which has two items in it: Yes or No I would like the service desk to be able to send an email to another staff member (not a technician) if the requester selects Yes advising them of an action to perform. How can this be achieved using the field and form rules? Is there a script that needs to be executed or some settings I am overlooking? Thanks for the help and regards,
Customising Home page
I am looking to customise our home page further to include the Company name given to our Portal above where it says How can we help you? Can this be done via the self service portal customisation area? Please advise
Notification Rules Templates Issue
I am having an issue where the signature I put at the end of our requester automatic response templates gains additional line spacing. It is only present in the actual response. When I go back to the template there is no line spacing separating anything. The main body of the template is unaffected though.
Request Life Cycle hold transition for technicin that hasn't access to stop timer
Hi, I create a RLC for service catalog as Request a Laptop. In our workflow, maybe we have laptop in store or not. When we haven't laptop in store, we order laptop from Purchase Department that provide new laptop. This process can take up to a month and we aren't responsible for this job. In this situation, we want to stop timer and hold request until Purchase Department provide us a new laptop. Also we don't want to access technicians to hold request. Now when I configure this transition (Purchase
Use of API's to a 3rd party supplier
Looking to add API's to allocate incidents and some requests to a 3rd Party for support. Where is best to start?
Installed trial version of SDPlus Standard today and local Administrator is no longer available
Hello, I downloaded/installed the SDPlus Standard edition trial today to pilot the system. During configuration, i was able to successfully connect to LDAP and import all of the users. upon logging out, I am able to login with the local Administrator user account but only as a requestor and not as a full admin. When I run the PSQL command to find local administrator 0 is returned (denoting no local admins). How can I rectify this problem without a reinstallation? I would really like to try this
iOS -Asset Scan
When trying to use asset scan from iOS device i get ''User does not have Permission '' when i use SD+ from an android i can use the scanning feature with no Issues. I used two different iOS devices with my account same issue What could be causing the iOS not to work All Permission roles are set ok This only happened when SD+ Build was upgraded
Multiple 'RE: CASE UPDATED' being added to replies
When replying to cases in ServiceDesk plus, we are getting multiple 'RE: CASE UPDATED' added to the reply. In a lenghty email conversation, this means the subject becomes extremely long and doesn't look great to the customers. Any ideas please? Example REPLY 1 - CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - Configuration of new mailboxes REPLY 2 - CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - Configuration of new mailboxes REPLY
Advanced Filter logic operators are being resetted each time
We upgraded from 9314 to build 9406 of Servicedesk Enterprise. In build 9406 and 9407, the advanced filter AND/OR logic gets resetted after using the search for the second time. Example: set 3 filter lines, second with "OR" and third with "AND" logic operator. Press search. It will show correct results. Press search again and "OR" operator will change itself to AND and results are not correct anymore. This is also happening after you search for the first time, then go to different area of Servicedesk
Office365 user mailbox is missing
>My company help desk guys revoke user mailbox license when an employee leaves the organization. >A script is run to convert user mailbox to a shared mailbox where the O365 License is removed. The shared mailbox does not require a license. >In one case, the script got failed and user mailbox is missing in O365 Where I am unable to find it admin center and everywhere. The one noticed point is I can see a contact with the user email address in Exchange Online admin center which makes me surprise. >Till
Login image
The login_image variable on the login form seems broken. we have a custom image, but it does not display. <div class="logo-heading" style="display: block">{{login_image}}</div> I would prefer not to "write around" this issue. Is this a known problem, or did something change that I need to update?
[SOLVED] mail fetching stopped
Hi, My server suddenly stopped fetching mails. On Mail Server Settings I see "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I tried running gencert.sh and copying jssecacerts file but it doesn't help. My serverout0 log file shows: [13:01:12:329]|[01-09-2020]|[SYSERR]|[INFO]|[102]: Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX
Preventive Maintenance not working on 11010
Seems to have started happening as soon as we hit 2020. Our preventive maintenance tasks no longer trigger. We have tried updating the tasks but this did not work. We are running the latest version of ServiceDesk. Is this a known issue or is it just us?
PowerShell Script for Sending Email via API
Hi, I defined a custom trigger to be executed when a request from a specific service category has been approved. Basically, a Powershell script which accepts a json file as parameter is executed. The Powershell scripts then takes the WorkOrderId from the json file and passes this to a crystal report as a parameter. The crystal report then passes this parameter to a SQL command (stored procedure) to get corresponding values for the WorkOrder.(This is all happening). The report that is then generated
SSO log file
Why do the sso.log file get so big? It's now over 6GB. Is there some way to purge the file without stopping the service? We cannot just stop the service on a production system, without putting in a Change Request that needs to be approved by multiple people.
[SDF-51074] I need to create task for my group that I am supervisor
Hi, When I want to create single and independent task for my group that I am supervisor in this group, I don't see Group field in new task form. How to appear this option in new task form? I wanna to track tasks that assigned to my group technician. Already when I created task for someone in my group, I didn't see it. What should I do? Thanks for helping
Error Code 1008: Data Inconsistency in Application tables
Can anyone help with an error message 1008 Updating from 11004 to 11010 Data Inconsistency Found : WORKORDERDELETEHISTORY.WORKORDERID has some data which is not available in WorkOrder.WORKORDERID, COUNT: 16 Upgrade is aborted as this may create some issues during data migration Thanks in advance Stuart
[SD-72008] Line spacing of messages in Outlook
Good Day I am facing a problem with the line spacing of messages displayed in Microsoft Outlook. I have not figured it out when it exactly does happen but maybe you are aware of this problem. For example, when I forward a message in ServiceDesk Plus and one receives it in Outlook, the line spacing is too big. I have attached a screenshot from the same message displayed in ServiceDesk and in outlook.
Update Service Desk to 11 stuck at Applying DB Level Changes
Hi guys, I'm trying to update a SDP installation from version 10513 to latest 11 available but I can't because I obtain an error during "Applying DB Level Changes" step. For your convenience I have uploaded pgsql_Tue and updatemgrlog0 logs on Dropbox, but I prefer to share to you the link using email (I'll reply to your email after ticket opening). Thanks in advance for your support.
Single Side One Chrome Browser
Hello, we would like to log in and stay logged in to the SDP portal or at least that the username and password are saved. Unfortunately this is not the case. After some time has passed, the login data has disappeared from the login screen. Does anyone have an idea or a tip for me? SDP Version 10.5 Build 10512 Thanks for your help
[SDF-84347] Zero separation With commas in numeric fields
Hi Why in numeric fields, numbers with multiple zeros are not separated by commas or points ? Like: Use 1000 separator (,) 590.000.000 Or 590,000,000
Unable to generate the report
Below error occurs in Report tabs Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Unsupported Image Type at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:58) at net.sf.jasperreports.engine.util.JRImageLoader.loadAwtImageFromBytes(JRImageLoader.java:167)
Change of status on client's reply
Hello, We've created a status called "Solution Provided", it's a status that comes before we close the ticket and it stops the timer. Every time that the client answers an e-mail to a ticket on that status it returns to "In Progress" and sometimes we miss the SLA because we got a "Thank you" from our client. Is there a way to create a status that doesn't change when the client answers?
Calculated Field - Days Between 2 Dates
Hello, I am working on a Field & Form Rule that will trigger an "Execute Script" command On Form Submit. I have a custom date field called "Pending Initial Review". I want the script to calculate the days between CREATEDATE and Pending Initial Review and place the integer value into a field called Pending Initial Review Days. Here's what I have so far but I'm getting the following error "Please provide numeric value"). var date1 = 'CREATEDATE'; var PendingInitialReview = 'WorkOrder_Fields_UDF_DATE12';
Can't reset admin password
I was setting up a new copy of SD Plus a while ago and got pulled onto something else, now I've come back to it I find I stupidly changed the administrator password and didn't make a note of it. I've done quote a lot of configuration so I'd rather not start again. This is build 10514 I've followed the procedure here - https://www.manageengine.com/products/service-desk/on-premises/faq/service-desk-administration.html#AdminUser13 But when I use the command - mysql.exe -u root -P 33366 servicedesk I
Bulk status change of tickets - Change Request Tickets
Hi, Can someone pl let me know if there is an option to change status of Bulk tickets at one go. Say from one status to nest status. These are all old tickets which need to be closed for getting to logical conclusion. Will be helpful, if the option for changing status of all such tickets at once pl. Regards, R Karthikeyan.
Error PSQLException: Ran out of memory retrieving query results when running backup
Good afternoon, I am facing a problem when trying to ran a backup or update my SDP version 9.1: After a few minutes that the backup is running it gets stuck, locks up all the system and after a few minutes trow the following error: PSQLException: Ran out of memory retrieving query results. I´ve found another topic here with the same message (https://pitstop.manageengine.com/portal/community/topic/backups-failing-20-3-2016), but it ends with no solution other that the user should email the support
Guest can not open any Solutions
good day. in the version of ServiceDesk Plus 9422, a problem was discovered. The author or guest can not open any Solutions, by reference from the title. http://sd/AddSolution.do?submitaction=viewsolution&fromListView=true&solutionID=700 open page http://sd/jsp/AuthError.jsp?ErrorMsg=You%20are%20not%20authorized%20to%20view%20this%20page. You are not authorized to view this page. but under the link "direct" or from the advertisement everything is ok. http://sd/AddSolution.do?solID=700 Technician
Updating fails
We are currently on 9224 and trying to get to the latest. But it is failing to go to the next patch. This is part of the updatemgrlog.txt Dec 19, 2019 8:14:28 AM [com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer] [INFO] : db.home ::: C:\ManageEngine\ServiceDesk\bin\\..\pgsql Dec 19, 2019 8:14:28 AM [com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer] [INFO] : dataDirectory :: C:\ManageEngine\ServiceDesk\pgsql\data Dec 19, 2019 8:14:28 AM [com.adventnet.persistence.PersistenceInitializer]
Cannot move from MySQL to PostgreSQL / Version 9.336
Hello, I'm currently stuck on version 9.336, as whenever I try to move from MySQL to PostgreSQL, my Service Desk server fails to start (Windows 10 32bit). The process I'm following is: 1. Take a backup of MySQL 9.36 2. Uninstall Service Desk 9.36 3. Reinstall Service Desk 9.36 with PostgreSQL 4. Apply backup to new installation (completes without error). When I attempt the start the Service Desk the 'ManageEngine ServiceDesk plus' services stops and the splash screen displays 'Application Layer Started........................'
[SD-83392] Solutions lagging
Each time, we try to access the Solutions tab in our ServiceDesk, it lags extremely slooow. Eventually, it will show. We could scroll down to each title, but this is not conducive to productivity. Last week, we could not click the arrow to see the "next page", past 100 titles (Solutions). This week, we sometimes can see the end of the Solutions, sometimes not. However, it is not possible to search by title (Solutions). Yes we have keywords for each Solutions. We are on Version: 10.5 Build 10510.
Version 11 - Add New User API v3 - PowerShell
I'm currently working on migrating my organizations SDP automation from API v1 and v2 to v3 and with the change in how requesters are handled from previous versions of the API I'm struggling to find a consistent solution for automating User creation in v3. Our Development environment is running on 11.0 Build 11005 and I've been trying to follow the v3 migration guide and info here: https://ui.servicedeskplus.com/APIDocs3/index.html#add-an-user but I'm currently getting a 4004: Internal Error status
Service Desk Plus - Server shutdown; will not start
After a recent Windows update and what appears to be a ServiceDesk Plus Update, ServiceDesk never fully starts / is not accessible. We see the following in StartupFailure.txt: SERVER SHUTDOWN - The build number in GlobalConfig and build xml does not match. Can someone suggest a resolution?
[SD-82637] Re-Order Failed
Hi there, We're on 10.5 Build 10510 and I keep getting errors when re-ordering service categories and templates within the categories. Is this a known issue that you can replicate with a planned fix? What further info would you want to investigate further?
SQL Server Reporting Services 2016 report does not display in dashboard
We had several SQL Server Reporting Services 2008R2 reports on our dashboard. We recently upgraded our SQL Server Reporting Services server to 2016. Now, when we try to display the report, we get an error:
Email notification when closing calls
When we have finished working on a request, we Resolve it if we want to notify the requester but in some situations it is not appropriate to do that so we just change the status to Closed, effectively closing the request. We have set the system to email the technician to let them know when a call has been closed (as it could be closed by a different technician in their absence) but the emails are only being sent when a call which was Resolved is subsequently Closed by the system 7 days later. If
SDP > JIRA - Not passing variables
Hi there, I've finally *with many failed attempts* got the integration working enough to be able to generate a JIRA ticket from SDP. However when we get to Create_Jira_Ticket.html variables like $SUBJECT or $DESCRIPTION aren't being passed into this form. It's also not creating a custom field for $WORKORDERID but I'm not sure if this is something that needs to be created in JIRA? Is there something that I need to change in our Jira.xml? I haven't made any changes to the Create_Jira_Ticket html or
Can't change site with rules
I am creating a incident template and I want to change the site field depending on which region is chosen in a region field. eg. If a region is set to "NCA" then the site should change to "New York" But the field rules do not seem to change this/ nor any custom script - eventhough the same setup works for other fields. Is it not possible to change the site field with rules? best regards Max
"Show groups in RequestListview Filters" does not appear in the Self-Service Portal Settings
Dear Expert, After upgrading the system to the release 9336, it's found the option of "Show groups in RequestListview Filters" does not appear in the Self-Service Portal Settings (Refer to the screenshot of 'Production System'), which could be seen and set in the testing system (Refer to the screenshot of 'Testing System'). Please help to solve it. Production System Testing System Build number of our production system is 9336. And we're using PGSQL. Plus, kindly refer to the Support File as attached.
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