Incorrect sorting in inline editor [SD-77313]
Found a sorting bug in inline-editor when working with multi-select fields. How to reproduce: Create multi-select field with some values. Sort it manualy in correct order. Save. In the request, enter to inline edit mode by clicking on fields. And now, values sorting order is different from saved order. In full-editor (button Edit on top) sorting is correct, as well as in the request preview. P/S/ SDP 10.0 Build 10013
GET_REQUEST_FILTER issue
I found an issue if I am using "&" in Custom View(filter) the Rest API does not recognized it. How to solve this ? The post url: "http://servicedesk.XXXX/sdpapi/request?OPERATION_NAME=GET_REQUEST_FILTERS&TECHNICIAN_KEY=XXXX-XXXX"
Technician replies are not getting sent to requestors
SDP Support is forcing me to use this platform for support rather than try helping me resolve the issue. I'm still evaluating the software, and I'm already having a hard time to get real support. Anyway, hopping someone can help me with this. I finally resolved the issue with mail fetching. SDP can connect to the mailbox just fine. No issue with fetching or sending initial emails (ticket assignment, acknowledgement email). Now SDP is not sending replies to the requestors. -External user sent
[SOLVED] Deleted Project Additional Field, but it still shows up Project Templates
Your Version : 10.0 Build 10009 I created Project Additional Fields, then deleted them. When I attempt to create a new Project Template, a field still sows up at the bottom under Additional Fields. When I attempt to save the template, I receive an error. 'Value provided for field(s) [udf_fields] is invalid' I've attached a word document that includes screenshots.
Unable to connect to Exchange 2010 mailbox
I'm having an extremely hard time trying to get SDP connect to the mailbox. The credentials to access the mailbox are correct. SDP keeps showing this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I'm seeing this event ID 12014 on the Exchange 2010 server: Microsoft Exchange could not find a certificate that contains the domain name mail.fqdn.domain in the personal store on the local computer.
[SOLVED] Upgrade from ManageEngine ServiceDesk Plus 9.4 to 10 Attachment path cannot point to the directory inside servicedesk home
having an issue upgrading servicedesk. Enter the patch file to install:/update/ManageEngine_ServiceDesk_Plus_9_4_0_SP-1_0_0.ppm Admin >> SSP: Configured attachment path cannot point to the directory inside <SERVICEDESK HOME>. Please reconfigure and restart the upgrade. Service desk home folder is /servicedesk/Servicedesk attachments was located in /servicedesk/Servicedesk/Attachments I moved the folder back one dir to /servicedesk/Attachments and changed the settings in settings.do but i still
Java.exe Process 100% CPU
Hi Team, I've currently got the Java.exe file renamed on my server as if it's allowed to start it consumes 100% of the CPU. I've had a look at numerous other forum posts regarding this matter but most of them don't have resolutions in them but end up contacting support directly. Is there a fix for this? Thanks guys!
[SOLVED] Worklogs and resolving tickets now a PITA
Hi, Prior to upgrade, technicians could: 1. Enter resolution 2. Choose resolve. 3. Add worklog, ticket resolved Post-upgrade: 1. Cannot enter resolution as first step. 2. Cannot choose resolve as second step. A worklog has to be created first before resolution and resolved can be entered. While not a "show-stopper". certainly a pain in the .....
Unwanted line breaks in notification templates
Why html-editor insert <br> in the end of every <div></div> ? This behavior is very strange and frustrating when customize notifications. And it breaks my templates. I want to control html code myself, without any auto-substitution and auto-formatting. How disable this?
[SOLVED]Distracting popup when changing fields
Hi, I like the idea with the popup window in the later versions of SDP that shows up to help the user when mandatory fields is missing in a request. But in some cases it's quite annoying: For example when our users are switching between different sites and are trying to select a support group (field is mandatory) contained in that site there is a delay where the system locks up before the help window shows. In this case, the help windows isn't really needed. Most of our users know that they have
[SOLVED] Wrong Survey URL (after install SSL)
Hi, After installing the SSL certificate on our server, the survey is sending the following URL to our customers: https://servicedesk.netglobalis.net:80/sd/SurveyDetails.sd?action=loadSurvey&surveyData=188799dea5a03da0c5688e7afe97627011b2a1c0&locale=null Which sends connection error, this because HTTPS is doing the query to a port 80 (not 443) and clearly this shouldn't work like this. Also the ServiceDesk settings don't allow me to modify the URL. (If I delete the ":80" or adds "443" works perfectly)
.DAT attachments in tickets
Hi We are running version 9.3 Build 9301 I'm noticing a large number of .dat files being included as attachments in replies created from the SD portal. These show in both Outlook, and webmail - and have never been attached by the Service Desk users. Can you advise on: a) why this is happening b) what can be done to clear this Note - when composing a reply within ServiceDesk - you do NOT see these being present as attachments. Regards, Scott.
Slow graphical performance in IE11
Hi, Testing out SDP 10012 and the graphical performance is very slow in IE11 when browsing the requests overview/list. Works much better in Chrome and Edge but (unfortunately) we're stuck with IE11 as the default browser for all of our users due to company policies. Is there anything that can be done about this? Tried to illustrate the slowness in the attached GIF. Regards, Alexander
[SOLVED]cant login to restored test system
HI Ive created a new server to run as a test system (server 2012) installed the same SDP version as the production server. started the test system (works fine), stopped the system. Transferred the database to MS SQL started tested working then stopped. Restored backup from live system, chose no on the is this production dialogue box. Restore is fine. Start system, get login page with our domain and local authentication drop down as expected. Then when i try to login as local administrator i get username
Not all tasks are visible
Tell me how to display all tasks in the list? As can be seen from the screenshot below, the right side (Specialist - he is the department’s manager) does not display all tasks (created by him for one specialist), although on the right side you can see many more tasks (logged in under the service desk administrator), I gave him full access (in the Roles settings), put down all the access and all the groups (in the settings of the expert), but the remaining tasks do not appear in the task list. For
How to configure mail setting on Service Desk Plus with Office365
Hi all, I would like to configure mail setting on Service Desk Plus with Office365. It doesn't work for me by following below instruction: POP Setting: Server name: outlook.office365.com Port: 995 Encryption method: TLS SMTP Setting: Server name: smtp.office365.com Port: 587 Encryption method: STARTTLS Thanks so much for your solution. Best regards, Kimsin
How to prevent deletion of tasks
Я создал группу "Инженеры" и запретил им Удаление задачи запроса. Добавил себя в эту группу. но удаление задач все еще возможно
[SOLVED] wrong encoding of file name in attach sent from SD
wrong encoding of file name in attach sent from SD originaly it was 2319С_18 Сублицензионный договор_SD 4.0_Диаполь.doc russian encoding
Service Desk and Mobile Client
Я тестирую Service Desk, У нас есть несколько вопросов и пожеланий, 1) Планируется ли полноценная локализация мобильного приложения, или это можно решить на текущий момент? Специалистам не знающим английский очень сложно. 2) будет ли фильтр по задачам как в заявках? Простым специалистам нужны только назначенные на них задачи на текущий момент, лишнего не надо. 4) можно ли делать задачи из задач? Если нет то когда будет реализовано? Т.к. руководитель назначает общую задачу на подчиненного, а подчиненный
[SOLVED] Cannot preview and download attachment from request when attachment's name contains non-latin characters
If the attachment in the request named in Cyrillic characters, then the preview does not work and when I try to download it, the name disappears, only the extension remains
[SOLVED] Scheduled Reports
Hello guys! Something wrong with reports at our servicedesk after a few updates. 1. We have a few daily reports, which we receive by mail (report as attachments). After some update (9415 or so) our daily reports loks like some encrypted code (=UTF-8B0J7RgtGH0LXRgiDQv9C+INGB0LQtdGG0LjQsNC70LjRgQ=== =UTF-8B0YLRgyAo0Y3RgtC+0YIg0LTQtdC90YwpLnBkZg===). But if I save and rename this file to 123.pdf, than I can open normal pdf. It`s works for Outlook and Gmail. 2. I can`t open links from this pdf. At browser
[SOLVED] Calculate using pick list
Hello, I am attempting to calculate using three different pick lists and am wondering if there is a better way to do this. The idea is to update a custom field GUDF_LONG3 using the information from GUDF_CHAR41, GUDF_CHAR42 and GUDF_CHAR43 added up together. Each of the pick lists has a value that starts with 0.0, 3.0, 5.0 and 8.0 with one exception being 1.5. These values need to be added together and input into GUDF_LONG3 which I have been able to do, by issues arise if the pick list is changed
[SOLVED] move MS SQL instance to a new server
HI Can anyone advise how i move my existing MS SQL DB to a new server. Ive seen documents for moving the application server but none for the moving of the MS SQL database. Thanks in advance Ian
Reply from Outlook (or other client) doesn't work right
Good day. Yesterday I installed the patch to 8009, hoping it would fix this workflow: Request created Technician responds by email Requestor is sent a copy of the email Email is added to request history For us, #3 hasn’t ever worked – it only performs action #4. However, after the patch yesterday, it now sends EVERY response to the administrator if the 'send reply on changes' box is checked. The requestor simply doesn't get a notification of a response, so it's fairly worthless at that point. Anyone
[SOLVED] API-response error
Hi, I'm writing a script to update certain fields in Windows workstation CI's. I got it working on our development server running SDP 9425 but i get an error when running it on our production server with SDP 9335. Is there a workaround to get around the error on 9335? I need the script working asap, and we haven't scheduled an update for SDP until next yer. On 9335 i get this API response: {"API":{"response":{"operation":{"result":{"message":"java.sql.SQLException: The data types ntext and nvarchar
[ISSUE] ServiceDesk stops receiving requests from main mailbox (after update BUILD 10010)
Hi, Since the last update we made to the platform (V. 10.0 BUILD 10011) we have had problems (second time it happens) that the reception of emails from the main mailbox (servicedesk@ourcompany.net) the emails remain in the inbox and aren't generated in servicedesk. We have tried the following: - Restart the Mail Fetching - Configure the mailbox again in servicedesk. - Test with other mailboxes. (nothing work) The only way to fix it is by restarting the full ServiceDesk platform, which isn't useful
Pending Approvals are not showing on his home page
Hello, One of our technicians is still having issue where his Pending Approvals are not showing on his home page in ServiceDesk Plus. He receives an email. There is no other technician using his email address. What can we do to fix this? I thought it would be fixed if we upgraded to version 10 but no luck. MSSQL Version 10 Build 10009
Failed to update, server can not start, backup can not be restored.
So I've been using ME service desk for all of 15 minutes and already feel like I shouldn't be using it although i like the product because i haven't even got it full up and running and it's seems like it's completely destroyed. So I did updates because I though before I deploy why not update to the latest while there is minimal risk. Well apparently updated failed. Okay well fine I did the backups as it recommends. Then wow to my shock these backups are password locked, why? This isn't even optional,
[SOLVED] Adding Images into Notes from Chrome?
Hello, are there any plans to allow adding images into a request's notes in Chrome? We can currently do this in Internet Explorer, but not in Chrome. Thanks!
Issue while assigning SLA's to the ticket.
Hello, I have set rules for the SLA but when i'm creating a request the SLA is not assigning to that particular ticket. I have tested it before and it worked pretty fine but now it is not assigning to any of the tickets. I would appreciate if someone help me with this issue. Thanks Aamir Yousuf..
[SOLVED] iOS ServiceDesk Plus app issue(s)
Hello, I've got ME SDP running in-house. I've downloaded the iOS ServiceDesk Plus - IT Help Desk app and logged into it. I have 2 problems, which may or may not be related, but completely break all functionality of the app for me: 1. When I authenticate, I'm presented with an error message "Error - Mandatory element 'account' not found". 2. There is absolutely no content under requests. I see my name at the top next to the gear icon, which makes me believe I'm successfully authenticated, but still
Field Form Rules -> Picklist Options
Hey, i created a picklist field and now i want to filter some Options but for this i Need to put all the Options i got in a variable. Is this even possible ? So far i can add Value or text in a variable but i dont see any solution to get the Array of the Options. Background This pickfield have Options like (field1) 1 Free 2 Free 3 Used department bla bla 4 Used department bla bla . . . Now i have another pickfield where the user can choose: (field2) - take a free Slot - Change rights on an existing
[SOLVED] Problem with Scheduled Report
Running ServiceDesk Plus 10.0 Build 10006 I set up a custom report for our management team and then scheduled it to be delivered once a week, showing the previous week's survey results. The filter option was set to "Survey Created Time" during "Last week". For advanced filtering, I set "Rating Value" "greater than" "0" (to leave out survey results from those who clicked on "skip survey"). The initial report worked fine so I saved it and set it to run weekly as a scheduled report. However, the first
[SOLVED] Can't update from 9200 to 10003
Hi, i'm trying to update my free version from 9200 to the newest. I try to load the first service pack (from 9200 to 9300) the process is regular but at the end, if I look at the release I see that it has not changed. I tried several times with the same result. I also tried to go to the next service pack and the result is the same I attach the log file
Error upgrading/migrating from 10.0.0 to 10.0.9
Hi ManageEngine Team, I have run onto the problem when attempting to upgrade to the newest version of SD+. We have made the decision to upgrade the service into 10.0.x Based on the documentation included in your download instructions (https://www.manageengine.com/products/service-desk/service-packs.html) I have attempted to first migrate our 9.4.26 build to 10.0.0 and then move it to 10.0.09. 10.0.0 installation went smooth as always, but when attempting to move the service into 10.0.09 I get the
Asset Explorer not Scanning !!
Hello Fellas, I'm having issues while scanning a workstation. It only scans when i freshly installed the Assert Explorer to the workstation. Other than that its failed every time. Currently my system is set to perform a Periodic Scheduling. But it fails every time. Please guide me what to do ? I wont be able to generate the history without this scanning process. Thanks.
se congela la aplicacion al iniciarla
envió esta solicitud para ver si me pueden ayudar ya que tengo una versión de manage engine service desk plus pero al momento de correr se congela y ya no corre el servicio, que puedo hacer segui esta documentacion pero no me funciono, https://videlcloud.wordpress.com/2017/07/12/correccion-del-problema-de-freezing-al-iniciar-el-servicio-de-service-desk-plus/ de antemano agradezco su ayuda, saludos, gracias.
[SOLVED] Error upgrading/migrating from 9414 to 9426 or 10
Hello, Whenever I attempt to upgrade ServiceDesk from 9414, I receive the attached error: “One or More Status notifications’ subject and content are empty. Please find those status names in updatemgrlog0.txt, update the same in Admin Configuration and restart migration.” I am unable to locate the status names in the attached updatemgrlog0.txt, and it is unclear what my next steps are. Any assistance is appreciated. Thank you, Joe
Error occured. Check the fileds
When saving resolution appears message: 'Error occured. Check the fields.' Second try updates request with message 'Request updated' ServiceDesk Plus 10008
Previous Patch not applied properly, hence contact support team
Patch Got Failed, Unable to Start Servicedesk. Run.bat gives error "Previous Patch not applied properly, hence contact support team". Regards Vinod Pardeshi
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