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
Interface freezes for awhile when sending email notifications
Is anyone else experiencing delays when ServiceDesk triggers a notification event? For example when a ticket is updated and a notification is sent to a user ServiceDesk will hang for 20-30 seconds. This happens for all email notification events in ServiceDesk. I am able to telnet from the SD+ server to port 25 on our email server (same subnet) with no delays. Running SD+ version 9.0 Build 9039
Remove Mandatory Field Requirement on Incidents Created by Email
We just updated our SDP from 9414 to 10020. In the old version our ticket manager was able to assign unassigned tickets created by email to a technician or group. On the new version when they try to assign the ticket they get a screen saying mandatory fields cannot be empty. The ticket manager doesn't have time to fill out all of those fields before assigning it to a technician. That is part of the technician's job. As a work around for now I have turned off mandatory for those fields but they need
Hide Asset entry field from Requester view of template
Can we hide this field from requester view? We still want ti retain in technician's view form incident/request template Ideally by default to all to avoid editing each single template of all. (We are OK to hide from all by default include technician's view.
Email Commands: Outlook Forms fields parsing to Servicedesk Request fields?
I see that Servicedesk plus supports Email Commands parses fields in content, sets the same at the request's fields, is there a way to submit these in form based in outlook and once this is fetched by servicedesk it creates requests with fields based off the form fields in the mail content?
Prevent user from re-opening a ticket after x days
We have Allow requesters to reopen their own requests? set to YES because we want users to be able to re-open for a predetermined period of time, but not cases that are over a week or 2 old. We also have When the requester replies through E-mail / Portal to the closed requests. Perform the following: set to Reopen the same request within 7 days from closed time. Else, create as a new request. however, users can still go to the portal and re-open cases months or even a year old. How can we prevent
Update 10.5 - ERRORCODE:1009:KeyStore password in server.xml should be Encrypted form
Trying to update to 10.5 and get the following error during pre-check. ERRORCODE:1009:KeyStore password in server.xml should be Encrypted form Currently running 10.0 Build 10012. I'm using SSL with a pfx file.
Requester account created for typos and users that don't exist
We have the setting for allow dynamic user addition set to No. But, if you misspell a name or enter a name not in the requester list and submit the ticket, it creates a requester record for that user. User in the requester list.
Enabling "On Behalf Of User"
We were trying to enable the "On Behalf Of User" option by using the below query. update globalconfig set paramvalue='true' where parameter='ON_BEHALF_OF_USERFIELD'; We received the below message: Msg 208, Level 16, State 1, Line 1 Invalid object name 'globalconfig'. Any ideas?
ServiceDesk Plus Won't Start After Upgrade
Hello, I just updated my ServiceDesk from 10.0 Build 10000 to 10.5 Build 10501 and now it fails to start. If I use the Run.bat I get the attached error message. Hoping someone can help.
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