[SOLVED]Hiding Status Entry for a specific Request Type
Hello, I am trying to hide the Status Entry (eg. Waiting for Approval) from a specific Request-Type (eg. Service Order). i think this is only do-able by a script via Custom Triggers, but unfortunatly i am not that good with python scripts. Maybe someone can help? Thanks and Regards.
Mobile App Android the absence of push notifications
webapp - 10.0 build 10010 and 10011 too. mobapp - 4.8 Hello! Not completely understood why and when push notifications was stop to working. We just having notification in Bell Button at the right top of the App. I thought it was about connected Let's Encrypt ssl cert, but it was disabled and nothing was happened. Configuration of the Notification Rules is attached, and it hadn't changed never. at serverout log: [SYSERR]|[INFO]|[2546]: at com.manageengine.servicedesk.notification.plugin.MobilePushNotification.pushNotificationToAndroid(MobilePushNotification.java:284)|
No Notification when Sharing a Request to a Department
It is possible for an entire to department to be e-mailed when you share a request with the department? Currently, when I share a request with an individual user an e-mail is sent but this does not seem to be true if you select a department to share the request with. Thank you, Matt
[SOLVED] Emails are not being sent with changes
Hi, I have a problem with mail notifications. Emails are not being sent on change creation and on change status transition. The roles to notify are set in the workflows as you can see in the screenshow below as example: Notifications are working with Requests. I'll attach the log file from the last change I created.
Unable to attach to Change Ticket
Just starting getting this error message when trying to attach an Excel document under the Plan tab within a Change ticket.
Virtualization ManageEngine ServiceDesk
Good day! Colleagues. I have this question. Now my ManageEngine ServiceDesk is running on a supermicro micro server and I would like to transfer it to a virtual infrastructure. What should I do, migrate P2V, or is it better to deploy the latest version of ManageEngine ServiceDesk in a virtual machine and restore it from backup?
[SOLVED]Mail fetch Stopped after O365 Clutter moved new
Error: Error processing email with subjectOfMail : Clutter moved new and different messages and messageid : <eurprd09.prod.outlook.com>. SO STOPPING THE THREAD Kindly provide a solution SD Version: 10.0 Build 10014
Not able to update Site for 2 users
Hi All, Firstly I synchronise our AD with the Service Desk Plus requesters. This works fine. I do however have a couple of users where the SITE is not populated. When I go to manually edit for one (a requester) it tells me: FAILURE: Login with same name already exists. Please provide different value for Login Name The name does not exist elsewhere and never has for both individuals. This used to work fine before he switched locations. When I go to the second (a technician) the Site field is not visible
[SOLVED] Arabic language has problem in Business View
Hi, When I created new business view in SDP 10.009, and click on more details button, show me menu as '????? CI '. I think is a bug in Arabic language. I attached it.
[SOLVED]Servicedesk Time wrong after Daylight Saving Time
Hi We are having an issue with Times in Requests after the Clocks went forward at the weekend. We are currently working on GMT London* time zone. When requests are being set the time is then being pushed forward by an hour. I've read forums about fixes but there are from years ago and didn't want to try them on the build we are on now which is Version 10.0 Build 10009 Thanks Steve
[SOLVED] Unable to pick up tickets from a department
All tickets sent in from one Department are now giving the below error when we try to Pick up the ticket. We can assign it to someone, but we can't pick it up.
Closing Tickets
Good Afternoon, We have an issue at my company where some people have troubles closing tickets from the link sent out in an email. The browser the person is using is Google Chrome and it is really hit or miss if it works. i was just looking for a solution for this problem and why this is happening. Thanks.
Stop Timer Notes
Is there a way to disable the stop timer notes? SDP 9.2 Build 9217 MSSQL Thanks, Steve
[SDF-41306] No Reply From User in ticket notification
We often have several requestors cc'd on tickets. When the technician receives a notification from the SDP the notification only lists the official requestor on the ticket and NOT the person that actually replied. I've looked through the variables available in the notification template and don't see an option for adding the user that replied to the template. Example: User A creates request w/User B cc'd Technician replies to request with User A as the To and User B in the CC User B replies to technician
Technician gets unknown error from API
Hi In one of our templates we're using a form and field rule script that gets information from the CMDB. It works fine for everyone except for one user. When looking in dev tools and network I can see that the API respond with an unknown error: {"API":{"response":{"operation":{"result":{"message":"Unknown error.","status":"Unknown error.","statuscode":3001},"name":"read"}},"version":1}} We're running version 9420 but i've experienced this problem before in version 9326 however that time the problem
Incident catalog is not scrolling
Incident catalog is no longer scrolling down in 10016, worked fine in 90xx. While I appreciate there is now a search feature, being able to scoll down that list from the Requests screen was crucial. Please fix this feature.
Not able to upgrade ServicDesk Plus 9335 to 9400 as per upgrade sequence
I am getting error as below --- Workorder to multiple CI Migration is not complete. Please refer link --- Sending attachment -- I followed instruction provided in link as below --- Workorder to CI: Go to the Reports tab and click New Query Report. In the Query Editor displayed, paste select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; and click the Run Report button. The result must display "true" under the paramvalue
Delete Support Group in SDP
Hi Everyone, I need to delete all previous support Group in my service desk plus but i am not able to delete them . Is the any possible to remove all tickets from SDP and refresh it to the default without any side effects be able to have a new policy or etc . Thanks Hamid
Survey Email
I'm trying to customize the email that SDP sends to users after a ticket is closed. I want to add in the email the Request ID, Title, Created Date and Technician. I've edited the survey as seen below. However, when the email is sent only the $RequesterName is working, the other values do not populate with information from the ticket. Please let me know if 1) I'm doing this wrong or 2) this cannot be done. Thank you. Dear $RequesterName, Please help us improve our service by completing this short
[SOLVED] Ticket resolved getting closed
Hi. Since last update we have something new happening. When a technician has set a ticket to status resolved, and the requester closes the ticket, the technician gets an email, which just says the ticket is updated. Nothing more. Where can i either disable this email notification, or modify it with a better message? //Jens
[SOLVED] Stop schecudled backup
Hi to all, we need to stop a scheduled backup but if we execute this sql query: update Task_Input SET OPERATIONAL_STATUS = 4 where SCHEDULE_ID = (select SCHEDULE_ID from schedule where SCHEDULE_NAME = 'BackupSchedule') the backup doesnt stop. Could you tell us the correct SQL query to stop it? Thanks in advance
The actual reply in the append email
Can we get the actual reply (conversation) in the “E-mail technician when a request is appended by reply.” Instead of the original Description ? I know this can be done with notes, but what about the email reply’s ?
[SOLVED] Task as a manadate field under request closing rule
Hello Team, I want to made "task" filed as a mandatory field under request closing rule, without task completion request can not be close. can anyone please help me, Thanks Regards, Subrata
Survey Exclusions
How can I prevent surveys going to anyone outside my organisation. I have tried to set a survey exclusion Exclude Survey when any of the following criteria is matched e-mail ID does not contain mycompany.com I have also tried e-mail ID does not contain @mycompany.com and also in desperation e-mail id contains gmail.com This is being ignored and Surveys are still being sent on closure of every ticket
Mobile client & ldap authentication
Hello. Does servicedesk plus mobile client can authenticate ldap users? I use trial version with ldap integration, and drop down box "For Domain" show only 1 position " -- Choose -- ", and dont show my ActiveDirectory domain.
Upgrade from 9400 to 10000 fails
Hello, We are trying to upgrade our instance of Servicedesk from 9.3 Build 9324 to 10000. We are successful in upgrading to 9400 but from here we cannot upgrade any further. When using the Servicepack to upgrade from 9400 to 10000 we are prompted to create a "master key password" and then a error message saying "An error occured during decryption. Upgrade halted. Start ServiceDesk Plus 9400" I have looked through the updatemgrlog0, 1 and 2 and have noticed this at the latest time stamps. Any assitance
Cannot delete Support Group
We have finished our testing phase and are planning on going live with ServiceDesk Plus next week. During testing we created a Support Group called "Test Group" and assigned a technician also named "Test" to it. I attempted to delete the Support Group (checked box and click Delete button) but received the message "Groups cannot be deleted". I was able to delete the technician "Test" but am still unable to get rid of the "Test Group" Support group. Edit: Thought I'd add that I have edited all tickets
Email Subject line should be same as requester email subject line when ME is triggering the notification to Requester
Hello Team, Email Subject line should be same as requester email subject line when ME is triggering the notification to Requester. when i am raising a case with for my system issue with IT with the subject line "System not working" after raising the case i am getting the email from ME with subject line "Your request has been logged with request id ## ##RE-105020## ##". i am looking for both case the subject line should be same. we are in 10012 service desk plus,Thanks Regards, Subrata
Can't create CI History Report with filter
If we create a report to show CI History without any filters it works fine but if we choose advanced filter: CI-type the report gets blank. We se multiple pages but no entries in the report. If we select last month in Date filter we get a error: Anyone else has this problem and a solution for it? Best regards Robert Lundgren
Active Directory import failed
The scheduled active directory import is not running. I have Active Directory set in the GUI to import once every 1 day. According to the logs, this hasn't happened. There is no fail log, there is an absence of logs showing an import. I thought that the GUI might not have set the schedule correctly on the database. on the database, we found a schedule called ADSyncronizationSchedule. This is set to run daily. The import runs correctly as I have manually imported from AD.
After Build upgrade from 9414 to 10012 Some times requester email reply is not appending in the request
Hello, Few days back we have upgraded our service desk plus from 9414 to 10012 with PGSQL database, i have observed that sometimes requester email reply is not appending in the request. i have the same of requests with me. please help me to isolated the case as the request count is increasing day by day with the same subject line. Thanks Regards, Subrata
Unable to Upgrade from ServiceDesk Plus 9400 to 9402 or 9403
When attempting an upgrade from 9400 to either 9402 or 9402 the upgrade is failing at 97% with the following error message: dependent file pgsql/32bit/pg_isready not found When I look in D:\ManageEngine\ServiceDesk\Patch\AdventNet_ManageEngine_ServiceDesk_Plus-9.4.0-SP-0.3.0\SERVICEDESK\PostInstall\pgsql\32bit the folder is empty. Our database is held on MS SQL Server, so I am not sure why it is looking for PGSQL components anyway. Please can you advise on a possible solution.
Unable to Update from 9335 to 9400
I was trying to update our Service desk plus and follow all prerequisites below. select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; select Globalconfigid,category,paramvalue from globalconfig where category like 'CONVERSATION_MIGRATION' and parameter like 'IS_CONVERSATION_MIGRATION_COMPLETED'; all param are "true" but still having this error.. Please see attached file..
Script to generate pop up in field and form rules
Hi team. I need to create a script in field and form rules, showing a pop up when the technical field is updated. I created a script where I can execute this action by comparing two date fields, but I haven't been able to create the script by updating the technical field. Can you help me with this? Thanks and Regards!!
SSL for all ManageEngine programs
I have all of my ManageEngine programs (ADManager+, ServiceDesk+, Desktop Central, and SelfService+) on one server. All of them point to one URL. How do I get an SSL to work on one server? Thanks, WLS-ITGuy
SDP: We do not send letters to specialists specified in the technical support group settings
Hello. Found that when assigning an request to a technical support group, no notifications are sent by mail to selected experts specified in the group settings. We want darn notifications to be sent. Sincerely. Igor Stepanenko.
[Solved]Emails not getting flagged for deletion
Just started yesterday afternoon. 2:23 fetching happened, and then those emails were deleted from server. And then 2:24 fetching happened, and emails stopped being deleted. This resulted in 100's of extra tickets being created for emails that were already fetched. We have stopped and restarted the ME service, and the entire ME server as well. And also stopped and restarted fetching. Anyone have any ideas?
Scan workstation with Windows XP operating system through the agent
Hi, In my organization we need to scan the workstation through the agent. The problem appears with some workstation that have Windows XP operating system, which we can not scan, the others (with Windows 7 or 10) are scanned without problem. We have done all kinds of tests, the scanning through the script does not work either. We assume that the problem is caused by encryption, since we have the application through SSL. We would greatly appreciate any help. Thank you.
[SOLVED]Populate request details on associated tasks - More than 10 tasks
I found the following script: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description Using this I was able to get the information I wanted added to the title of tasks when they are created from one on my incident templates. My technicians informed me that not all of the tasks were updating with the information. I dug into this a little further and what I was able to figure out is that this script will only add information to the first
Update to 10013 broke Populate Script
Hi, we recently updated from 10006 to the newest 10013 i just found an error that the Populate script https://pitstop.manageengine.com/portal/community/topic/script-master-16-populate-request-details-on- tasks-associated doesnt work any more. This is what powershel say any idea what i am missing?
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