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.
"Request does not fall under your permitted scope" --
Hi, Is there any way to disable this message. I'm simply assigning the ticket to another group within the same site. This message only comes up when I assign the ticket via this method The ticket does get assigned but the tech will have to press browser back button then refresh the view. Not great. Does not happen when I assign the ticket from the requester details form. Thanks
Prevent editing the requester
Is there a way other than FAFR, to prevent technicians from modifying the requester on a request? i would have thought unchecking “Edit Requester” on the roles would accomplish that. But that is not the case in build 10020.
SSL Certification install for Https portal SDP 10012
Hello Team, can you please help me with guide line how to install put ssl certificate on servicedesk portal so that we access our public service desk portal through Https link, build 10012. please guide me, Thanks Regards, Subrata Pradhan
Update Service desk from 9426 to 10
i am using 9246, postgress im trying to update. im using the uPMG.bat since my previus version was on mysql. i stopped the database and service, but when i want to update this, im getting this message.
Trouble with outgoing mail config
Hi, I installed Service Desk Plus (free version) on my laptop to try this software. it was allright, but on the mail config, I have a trouble with the protocol SMTP. With the incoming config hasn't problem, but when I try an answer a request, the module notify an error and not work. The bussiness mail work in Office 365 through a reseller. If I configure with EWS, the system notify an error about a permission of the mail to answer the request. I will attach a support file for your analisys. Regards,
SD doesn't start after restore DB
Hello, I'm trying to move my old ManageEngine server to a new one. The old server specs : old installation upgraded until build 9011 with MySQL The new server specs : New installation, build 9011 with PostgreSQL When I try to restore the DB to the new server, the restore complete successfully but I can't start the SD Server anymore. Could you help me ? Thanks, Kevin Baugnet
Restore from MYSQL to POSTGRES just stops and ServiceDesk doesn't start.
I'm trying to restore SD onto a fresh serve: Old Server = Win2008R2 /MYSQL New Server Win 2016 / POSTGRE / AV & Firewall Disabled Both on version 9335. I've completed a fresh install, start, confirmed it works. I then run: shutdown.bat (wait 1 min) RestoreData.bat Select my .data file. Select YES for production install. The window is up telling me restore is in progress. Then it disappears (it doesn't say restore successful), and I've left with the CMD window. When I run the RUN.bat I get: ServerContainer
(SD-70065 )"Request does not fall under your permitted scope" when requester opens own request
Hi We have a requester who can't open a single request, when the request is found with the search tool. If the requester open the request from the link provided in an email, there is no problem viewing the request. No other requester or technician have this problem, and it's the only request (that we are aware of), that have this problem. We are running version 9400.
SSO on Chrome
I have SSO working on IE, it automatically log in users in the application, but when they try to do the same in chrome a popup appears to enter credentials. How this can be fixed?
Pick-up tickets by email
Trying to get the pick-up by email commands working, but all it does it append the ticket. Using the following parameters in the email - Re: Request ID ##241## has been appended with your most recent comments. To : helpdesk@company.com @@Operation=Pickup_Request@@ @@Workorderid=241@@ Any suggestions?
[SOLVED] 10500 Update issue with custom certificate
Update kept failing just before the database (SQL) update. When I switched the server.xml back to default the update went through but with either that one left in place or the one calling my cert back in place the server never gets beyond server started............... suggesting something not right in the server.xml?
Scanned Software
Hello, How do the Software section work? We see 15 installations for the below software. But, when we select the Installation tab, it shows no installations But, when we check the History, it shows that it was installed 15 times on same computer. Is there where it gets 15 installations. The software is no longer on that computer, so shouldn't it read 0 Installations for the software.
Unable to assign tickets to technicians
Hello, I'm currently in the process of setting up the free version of ME ServiceDesk Plus to use with our college and I'm having some problems with access rights. At the present time I've been able to configure the system and start creating indecent templates but technicians who open tickets are unable to assign them to anyone. The dropdown/fields to be able to assign a ticket arent showing up for anyone aside from myself. I've checked the account settings with my counterparts and everything appears
Change Workflow - Change Manager role ALWAYS receiving a stage change notice
Hi – If I have someone in the Change Manager role they get an email every time the change changes stage/status *even when the workflow is configured not to send notifications to the Change Manager role*. Example: Ticket is submitted in “Submission / Requested” stage and status, with myself as the Change Manager, and stage/status transition email is sent to the Change Manager. That template is defined in the Stage / Status configuration but for notification it says ,"Configure roles to be notified
Is it possible to add cost by service catalog or SLA and make report about that cost?
Is it possible to add cost by service catalog or SLA and make report about that cost?
Field & Form Rules to Non Mandate Fields Not Working
We just recently updated to the newest version 10020. Since we did that I have noticed that the Field & Form Rules on one of my incident templates is not working like it used to. We have a new employee onboarding form. In the form we list several systems an employee may require access to and ask if they require it. Some of these systems require a business justification to grant access. So I created Field & Form rules. For requesters, the first one is in the on form load section during create only
Servicedesk Plus - huge mdmp file in bin folder
Hello All I have a problem with my SDPlus Instance. 10.0 Build 10013 on MS SQL database. Inside bin folder I found lot od mdmp file over 1,5GB. and lot of log file with PID number in filename . I don't know what is the reason and why mdmp files are created. log file and support file in attatch Another problem is that from few time ago asset started mixing data. for example. I create PO for dell e5470 with service tag xxxxxxx , deliver an reconcile assets with PO. and after few days I found another
Alert technician by e-mail when there is a new reply for the request.
Our technicians does not receive alerts when there is a new reply for the request. I think it happen when we migrate to 10.x version. What can we do to solve this situation. Other alerts works well.
Manageengine servicedesk plus - AD Users fetching
Hi There recently at my work place i have started experiencing problem with fetching new users information from our AD And as well deleting or updating the Technicians on the application, how can i solve this as me as an administrator im able to log in with no problem?
Cannot Close Ticket
Hi, I got a problem to close a ticket in a service request. I tried several times and edit the template and assign to respected technician but a result still fail to close a ticket. The problem is when I put technician the technician column still show not assigned.
WAL_archive folder around 100 GB
Hi, Under ManageEngine > ServiceDesk > pgsql > data > wal_archive folder is around 100 GB size. I have already read this post here. When i compared the contents of the existing archive.bat file and the one downloaded from the post i found it to be same. I just want to clarify if it is ok to perform the steps mentioned in the post in this scenario. Regards Rayeez
Task comments and resolution
Is there a way to show comments from tasks in a resolution? Our specific use case is: We have a template that is used to report potential safety hazards. For the resolution we typically list resolution (obviously), actions taken to mitigate hazards or any repeat of incident, and employee retraining after incident completed by (name/date). I would like to create a new template that uses a workflow to turn the "mitigation" step as well as the "employee training" step in to assignable tasks. Upon task
The service desk menus do not appear
Hi team, I login to the SDP and it does not display anything, it does not display the menus. how to fix this error.
CMDB API - Access Denied for Admin account
Hi, I am using CMDB API to get assets related to particular CI (Business Service). For that purpose, I am using below API with technician key from Admin account but I am getting error of 'Access Denied'. API: https://help-test/api/cmdb/cirelationships/<CI NAME>?OPERATION_NAME=read&TECHNICIAN_KEY=<ADMIN TECH KEY> Here <CI Name> is Business Service name. Response: "message": "User does not have requisite permission to view relationships for CI other sites.", "status": "Access is denied.", "statuscode":
ServiceDesk Plus - incoming emails not fetching
Hi, think this is going to be a long shot but here goes. Version: 10.0 Build 10019, just upgraded to see if it would solve the issue. Inbound emails, fetching from a mailbox has been working fine, the smtp version to send is still working. If I double check the details and click save, it reports all saved but could not connect to the mailbox. I've tried to connect from another service using POP and IMAP and all have been successful. Also I am unable to find any logs reporting failure on fetching.
restore project
Is there a way to restore a Project that was accidentally deleted? User did not see a message asking if he/she wanted to delete.
[SOLVED] Duplicate Technican
We are in the process of cutting over to Office 365 and I am a test user. We are planning to rename our login names (UPN and pre2000) on A\D to make details more uniformed. . As part of the testing I changed my A\D login name (UPN and pre2000). To cut a long story short I had to recreate myself in SDP as a technician logging in via the domain. This has resulted in my name showing up 3 times under technicians. In future plan to merge the remaining technicians. I followed this thread: https://pitstop.manageengine.com/portal/community/topic/duplicate-technicians however
Restore from backup... "Enter password"
Hey. I try to restore the backup, but after selecting the correct archive I get a request to enter a password. But I did not set any password when creating a backup! What is the password then?
Incoming Message and Outgoing Message
Hi, I am recently trying service desk for my company. When I try in my local computer, it works well. But when I implement it in the server, I configure the same settings as I did in my local computer, the application cannot send outgoing message. It says "Send Notification Failed". Also sometimes I have trouble with the incoming message. Some emails are not appearing in the application, whereas the email have already been deleted in the original one. Please, anyone can help? Thank you
Problem with variable $Description in notification
Hello to all, after upgrade to 10014 build we have experienced a problem with technician notification. If we include de field $Description in new reply alert to technician, technician only received the first line of reply. Here you have an example of configuration and final mail: Configuration Estos son los datos de la solicitud a la que ha respondido el cliente. Solicitante : $RequesterName Creado por: $CreatedBy Tiempo para su resolución (SLA): $DueByDate Categoría: $Category Descripción: $Title
Statistics on trimmed backup
We are running a trimmed backup and it has been running for 1.5 hours. our ticket number that recommended to run a trimmed backup is 5266860. Can you tell me how long it should take to run a trimmed backup? we have 200 technicians, and a little over 1000 nodes.
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