Service Desk restore failing
Can you please assist, i am failing to restore a backup to service desk running on postgres. Below is the error we get when restoring. ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh
About Requester stopped showing in Default Request Template
I want to create request template. When I create template, technician is working but requester is not working. When I open requester preview, template set mine to blank and stopped showing. What can I do? Thanks
Attachment preview is not working
Error says Preview is not available for all attachment. Even new ones added since update. MSSQL Version 10.0 Build 10009
Reply to Notification creates a new request
Reply to Notification creates a new request. If you send a notification to someone ie. a technician for them to fill in a section or for information and they receive the email and click on reply it sends an email to ServiceDesk and ServiceDesk creates a new ticket based on the email.
Lexmark Printer SNMP Serial Number
Checking the forums i've come across a number of posts relating to SDP not picking up Lexmark printer serial numbers, does anyone have a solution other than raising a ticket? I've added the below line into \server\default\conf\SnmpConfigurations.xml <SnmpConfiguration devicetype="Printer" vendor="Lexmark" attribute="SerialNo" oid=".1.3.6.1.4.1.641.2.1.2.1.6" /> The below link details the OID info http://oid-info.com/get/1.3.6.1.4.1.641.2.1.2.1.6
Issue migrate build 9121 to 9200
Hi everybody, I have an issue when I want to migrate the build 9121 to the build 9200. I got this message on the cmd pop-up and after rebooting the workstation. I got HTTP not found when I want to connect to my dashboard. Many thanks for your help. Regards, Denis
Single Sign On still prompts for username/password
I have SSO enabled on ServiceDesk Plus. I created the AD computer account and set the password. When you navigate to the URL of the work order system, it no longer goes to the webpage that asks for the username and password but instead it pops up a dialog requesting the username and password of the user. I would like for the work order system to detect the logged in user and automatically log the user into the work order system. Any help would be appreciated.
Cannot send multiline notes/conversations with API
I'm using a couple of scripts to automate a workflow we are using. The workflow is as follows : A user requests access to a certain system, He or she has to fill in 2 fields, 1 dropdown and 1 multiline. Both are custom fields. Upon submitting the request, SDP asks for an approval to the user's manager. Depending on getting an approval or not, SDP sends an email to the department that grants the access or sends a mail to the user that the approval is denied and in both cases it adds a note with the
Where are the logs while updating to 9400
Hello everyone, we're trying to update from 9326 to 10007 and got some issues. The update from 9326 to 9335 was without problems. But from 9335 to 9400 has some issues. Is stops with the error "backup failed", and we don't know why. Running the manual backup. Can you give me some hints where possible logs could be saved? We're running ServiceDesk Plus on a Windows 2008 R2 server. Thanks in advance!
Unable to enable Ldap authentication
I generated a certificate for both of our domain controllers using lincert. I added both of our domain controllers under the ldap tab using secure ldap over port 636. When I save both configurations it saves successfully. Issue # 1: I tried importing users, however, the import users message just spins endlessly, however, it does import some of our users, but not all. Issue # 2: When I try to enable ldap authentication I receive an error message: Could not enable LDAP Authentication. Ensure
Request type change to None when changing status on request
Hi I have problem with request type change to None when I respond to a request and changing status. I noticied this first on v10017, I have now upgrade to 10020 and with the same isue there. My production server runs v10017 and my test server runs v10020, I have the same errors on both.
(SD-78083)HTML Code Question
Hello, We have recently updated our ServiceDesk Plus to version 10.0 Build 10020. We have always used the ">" symbol in our resolutions text field, however since updating it is now showing the HTML code for ">" which is ">". is there anything we can do to revert this back to how it has always been? Many Thanks
Error when upgrading from 9.4.9409 to 10000
Hello, When we try to apply the patch to do the upgrade, we get the following error: [root@localhost bin]# sh UpdateManager.sh -c Press i to Install v to View installed ServicePack versions e to Exit Choose an Option:i Enter the patch file to install:/opt/ManageEngine/ServiceDesk/bin/ManageEngine_ServiceDesk_Plus_9_4_0_SP-1_0_0.ppm Post upgrade all backup files (scheduled/manual) will be password-protected. For more info, go to https://help.servicedeskplus.com/general-features/back-up-servicedesk-plus.html$passwordbackup
Networks scan of a different VLAN brings in all IPs as unknown workstations
Good Morning. I have an instance of ServiceDesk Plus in my primary VLAN that does a network scan of the VLAN it's on and two others. These three VLANs are all on the same domain however. There are rules in the firewall that allow the other two to talk to domain controllers for DNS, AD, etc. These are scanning fine. At our other location there are two more VLANs each on their own domain with their own domain controllers etc. I'm trying to scan one of them and it brings back every IP address as
No additional fields in default template edit mode
Hi, my problem is that there is no any additional fields when editing default request templates in technician view. I would add field like "Department" I attached screenshot.
Cannot delete two locations
I have wrong entered some time ago two locations, and cannot delete it. If I delete these locations come back after some time. Is any way to delete it permanently?
(solved) Edit filters in tasks module
I can create custom filter for tasks list. They work fine. Deleting these filters alse work fine. But I cant edit these filters. Errors are below on screenshots. Whats wrong? ver. 10.5 Build 10500
Can't login after disabled Allow Domain Filtering during Login
Hello, after disabled "Allow Domain Filtering during Login" i and my users can't login into ServicDesk+ How i can Enable this function with postgres SQL query?
JIRA integration Error: Check Jira Xml file..
I have set basic configurations and made a menu, but below error pops-out. <Configurations> Attatched Jira.xml & log from Serverlog Parser
Cannot upgrade to 10500
HI, I have problem with upgrade windows version of Service Desk to version 10500, during step: "Upgrading PostgreSQL from 9.2.0 to 10.5 Migrating Data" it stops and roll back. How could I resolve this issue?
Manage engine Service desk plus - One of the User not visible under requesters after importing from AD
One of the User not visible under requester's after importing from AD, the log says import successful. however one particular user is not visible under requesters tab. Require your assistance.
(solved)Backup ServiceDesk Plus Database Fails
We are trying to backup database on our old SD+ workstation (Win7) and restore it into our new SD+ workstation (Win10). *The same version of ServiceDesk Plus (8.0.0) is installed on both workstations As far as the backup process we were able to start following below instructions: https://www.manageengine.com/products/service-desk-msp/help/installation-guide/documents/perform-backup.html However the backup seems to fail every time during the process, it says: ERROR: invalid page header in block 1
Changes in v10, Longwinded procedures closing tickets
Hi, Is it just me or are their more steps involved when closing tickets since V10? In V9 you could simply select the drop down items, enter a work log and then close the ticket. Now you have to enter the worklog separately and the resolution separately meaning more time spent doing the same thing... Can we modify Servicedesk and tailor back to how it was? Cheers,
Email added to old ticket conversation with no delimiter
Odd thing popped up (Build 10500). We use the standard delimiter ## in the subject of emails. Normally when a user sends an email to the inbox with ##request number## in the subject, that ticket's conversation will get updated with the email. We just had, what strongly appears, to be an old ticket update that did NOT have the ##request number## in the subject. This email should have created a new ticket. I cannot figure out how this happened. The subjects of the tickets were identical. Has new logic
Templates not showing up to Technicians after upgrade to 10503
Dear All after upgrading to version 10503 the request catalog templates displaying all services and incidents stopped showing up for technicians while it is being displayed normally to normal requesters. the problem was faced only after the upgrade while it was working in version 10502 anyone experienced the same issue? thank you
SDReport role problem
HI, I assigned built-in SDReport role to one technician, but when he log in, he don't see any reports, every reports group are empty. If I add him SDAdmin role then all reports are visible. How to assign to one technician full access to every raports on SD?
Modifying the Type of software massively
Hello Team. One of our clients has ServiceDesk Plus Enterprise Edition v10500 with MSSQL 2014. Our client exported to an XLS file the list of software that are classified as "Unidentified". Later on the XLS file our client organized and documented the Software Type for each software. Is it possible to import the XLS file back into the Scanned Software with the modified Software Type so that it is massively updated? What are the options to modify the Software Type in a massive way? Regards. Rafael
[SDF-56587] Approver unable to approve when request was initially denied
How do we ensure that the Approver can approve a request that was initially denied? The request ticket contains an exchange of conversation between the requester, 3rd-party group, and the Approver. The technician initially sent an approval request, however, the requester was looking for additional information - so the Approver denied the request until all information was provided. The requester provided all the information, then the technician sent another approval. However, the approver cannot approve
Cannot Login ServiceDesk Plus After Restore Database
We are trying to migrate our ServiceDesk Plus workstation by backup database on our old SD+ workstation (Win7) and restore it into our new SD+ workstation (Win10). We've tried many different ways to upgrade the original workstation to Windows 10, but it keeps failing, so now we are trying migration (backup/restore) method. *The same version of ServiceDesk Plus (8.0.0) is installed on both workstations We've followed the instructions below and backup/restore database from old workstation to new workstation
Can't find field in translation list
There's a field on our templates called 'Send copy to these user(s).' I don't know what the field was originally. I'm trying to shorten this text and it isn't showing up in the translations search. It also doesn't appear in the 'My Modifications' screen. I can't scroll through all the translations. Is there a trick to finding the one I need?
Unknown printer
Whenever I scan some Xerox printers, SDP returns the product as "Unknown Printer", however, the SNMP scan does pick up the sysDescription as: sysDescription : Xerox WorkCentre 7220 v1; SS 072.030.004.09101, NC 072.034.09100, UI 072.034.09100, ME 018.001.000, CC 072.034.09101, DF 012.003.000, FI 015.002.000, FA 003.011.009, CCOS 072.004.09100, NCOS 072.004.09100, SC 010.088.000, SU 030.116.00294 If I manually change the product from Unknown Printer to Xerox WorkCentre 7220, the next scan puts it back
Reorder Service Categories
I need to reorganize the Service Categories and when I click Reorder, one of the Service Cateogries doesn't show up in the list. IT ONLY is missing from the Reorder screen. Why is this happening?
Upgrade to 10500 Failed from 10013
I downloaded the file to upgrade to 10500 and I have an error. This appears in the log: Jun 14, 2019 11:24:36 AM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Jun 14, 2019 11:24:36 AM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode Jun 14, 2019 11:26:02 AM [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : The ppm file path:C:\ManageEngine\ServiceDesk\updates\ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm Jun
SD Plus ServicePack 10.0 Build 10021 Failed
Im currently on SD Plus 10.0 Build 10020 and need to install the service pack for 10021 allowing me to upgrade to 10501 on Linux. It seems to install to around 8% then finishes with Uninstallation completed. Click view logs and all are empty. I've tried lots of downloads from different browsers and all end with the same result. File called: "ManagedEngine_ServiceDesk_Plus_10_0_0)SP-1_0_0_Linux.ppm" INVALID NODE: customPatchValidator INVALID NODE: AutoCloseDelay INVALID NODE: customPatchValidator
Cannot Upgrade to ServiceDesk Plus 10503
Hi ManageEngine, I am currently running 10500 and when I select the 10503 file to install in the UpdateManager.bat I receive the following message: "The file that you have specified is not compatible with this product." Have you had this reported by other customers? Thanks, Brad
Creating a Request from an email
Good Morning, We are using the free version of ServiceDesk Plus, version 10.0 Build 10011. We are trying to get an email from a user converted into a request. Here is what we have done so far. - We have an email set up on exchange "helpdesk@mydomain.com". - We have ServiceDesk Plus setup to fetch emails from this mailbox. - I can log into this mailbox using webmail and watch emails come into this box, then watch them disappear a minute or so later, so they are being fetched by ServiceDesk Plus. Where
Why is NIO even required?
It seems the NIO port stuff is a new(ish) requirement. Previously we had the ServiceDesk Plus server sitting behind a load balancer that handles SSL termination for our entire web presence. After upgrading to the 9300 branch, we started to notice long page loads, etc, and couldn't figure out why. Come to find out some things load over (default) port 8081 for whatever reason. We do not have port 8081 exposed to networks that people have access to ServiceDesk from (and won't), and as such, all
Need a help with translations
Hi, i restored service desk plus backup to another installation, everything went smooth , but translations did not restore, can anyone tell me how to export translations from one installation of service desk to another?
Move Configuration Item trough levels tree
Hi, We have a customer configuring a CI trough levels tree, he introduce "PC" below "Cascos" "Cascos" now is the parent CI of "PC" Now, customer make a mistake and need to move "PC" to parent tree but this option does not exist. "PC" can't be in level 1 of levels tree again. Do you have a solution about this problem?. Regards,
SD API slowdown
Hi all, for a number of months now an installation of ServiceDesk I have been working on has been experiencing significant slowdown in the speed of ServiceDesk API calls. We are talking about every single call taking between 30 seconds and a minute, and this applies to different types of calls dealing with the Requests module. Any suggestions on what could be done to improve the situation, perhaps a section in the documentation or an article or an earlier forum post that deals with this? Thanks in
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