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
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.
Servicedesk default search
Hi to all, we have upgraded some SDP installations to 11.0 (Build 11005) and we have detected that when we use search bar (with "Requests" -> "Default search") the application doesnt search into de description field (it seems that app only search in subject field) Is it this the expected behavior? Thanks in advance
The attach parameter specified an invalid value
Hello, After updating to version 10514, I cannot attach files in the Answer form. The attach parameter specified an invalid value. What could be the problem?
Locked out
I have installed the servicedesk professional and since syncing our active directory I’m unable to login as an admin to administer the system can only login as a requester. I have tried our ad admin accounts and the built in servicedesk admin accounts without success. Any help would be appreciated
Notification Rule "Email the group technicians when a Task is assigned to a group" always results in failed notification
With the "Email the group technicians when a Task is assigned to a group." notification rule enabled, when I create a task assigned only to a group, the sending of the notification always fails.
Meraki switch or AP & network scan
Does anyone use Meraki switches or access points and been successful in using network scan to inventory them in Service Desk Assets? How did you do it?
[SDF - 59417] Worklog tab is not visible for Requester
Hello Team, Request id work log details is not visible for requester's who raises the tickets to us. Can you please help me to visible the worklog tab for requesters. We are in 10012 build servicedesk pro plus with PGSQL database. Thanks Subrata Pradhan
[## 5707887 ##] License maxed out
Unable to add the new asset to in the portal. We have issue with adding new asset to the Asset manage engine portal. Please find the attached the screenshot for your reference and assist us to fix this issue asap. Tried to update the license renewal file but still issue persists
Integration of Service Desk Plus Ticketing Tool with Qradar (SIEM Tool)
I want to integrate Service Desk Ticketing tool with Qradar. Can you help me by clarifying one of my doubt. Actually we are planning to send event data from Qradar as JSON event data format via forwarding destination option in Qradar, creating a channel over port 32004 (TCP). How will the service desk receive the request and can create the ticket accordingly. Please help me with this by explaining me the process of accepting the JSON format request over port 32004 at Service Desk end. Waiting for
skip tech when marked on leave for auto assign
We assumed when a tech marked themselves on leave that the auto assign would skip the tech for that day, it appears it does not or we are doing it wrong. Is there a way for techs just to put in their leave, NOT indicate a backup tech, and auto assign skip that tech? We woudl prefer to not have to remove them from round robin every day they leave and add them back in after
[SD-83709] manageengine servicedesk adds 50 years when reopening application
Good day! I installed the latest version of manageengine servicedesk 11005. After this update, I got this kind of bug. The engineer in the application puts the status "Done / On confirmation", the initiator does not like the result and reopens the application, and as a result, her deadline is increased by 49 years: 07/22/2069 09:47. If you look at the magazine, then the date is correct, tell me What is the reason of this error and how to fix it?
error Installing ServiceDesk Plus as a Linux Service on Debian
Hi Team, I have followed your procedure (https://help.servicedeskplus.com/introduction/installation-linux.html$method3) and this procedure (https://www.youtube.com/watch?v=7I1kdF-XYfU) but I have the error above at the launch of the service : blvtech@FR-SDM01-KNT:/etc/init.d$ sudo /etc/init.d/servicedesk start /etc/init.d/servicedesk: 47: /etc/init.d/servicedesk: Syntax error: word unexpected (expecting "in") Os Version : Debian GNU/Linux 9.11 (stretch) have you ever encountered this kind of
Re-assign technicians for the new request
HI All, I have some issues on re-assigning the technicians for a new request. when I found that the technicians was assigned wrongly in the nrw request, i want to change the technicians manually, but it seems not worked as the field was disabled. is there any methods to re-assign the technicians on a new request?
deleted users
Hi, one account is accidentally deleted by one of my service administrator (servicedesk Plus). I need to have the Account again as the requester in the system. I tried to sync it with AD, but the Account is already exist and SDP overwrites the information. The account cannot be recovered from the deleted accounts section. Please advise.
Custom ticket fields and the API
We use some custom fields such as "team" in our tickets, but when I use the "Get Requests" endpoint of the REST API, I can only get data from the default fields (workorderid, subject, requester, createdby, createdtime, duebytime, technician, priority, status, isoverdue). Is there a way to add additional custom fields into the API response? Further, can custom fields be edited through the REST API?
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