Chat not working 10.0 Build 10001
Hello, I cannot seem to get chat working for my account. I was the administrator who setup service desk. Other "technicians" can create new chats with me which I can see come in but I cannot respond. The text field to type in is "grayed" out and I have a red circle and line when I hover over. I also cannot see the missed chat's in the chat settings however it show number of chats that were missed on the icon. I've tried messing with the NIO port number and looking at other settings. Also, none
Where could be 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!
Upgrading from 10.0 Build 10000
If anyone has come across this problem and has managed to upgrade, please let me know how. I recently upgraded to 10.0 Build 10000. Help and about has the following information: Your Version : 10.0 Build 10000 Latest Version : 10.0 Build 10005 I downloaded the latest version 10.0 Build 10005 with the file name as ManageEngine_ServiceDesk_Plus_10_0_0_SP-0_5_0.ppm On running update manager I get the following error: 02-Jan-2019 08:23:56 [com.adventnet.tools.update.installer.UpdateManager] [INFO] :
Changes to Incident Template (Requester Tab - Description) are not saved
When I edit an Incident Template and type in the description in the Requester Tab (rather than the Technician Tab), they are not saved when I click on "Save" - very frustrating to lose work and effort this way. (Using 10.0 Build 10003)
Hyper V Machine SDP
Dear Support, Is it possible to get the Hyper V guest in the list of the Virtual machine List in the asset tab? and by the way, i got all the Hyper V in the Server tab.
Chrome viewing issue with ServiceDesk Plus 10.0 Build 10002
After upgrading to 10.0 Build 10002 I can no longer see certain parts of the pages when using Chrome. The "Requests" tab is only showing me a grey screen. If I expand the tasks list by click on the arrow on the left hand side and then reload the requests page it works. However if I hide the Tasks list and refresh the page it goes back all grey again. Does anyone have and idea as to what might be causing this? Thanks, Matt
Attachments saved as .bin
Greetings, Our mail server blocks .bin files and it appears that image attachments are being saved as .bin files when being forward in ServiceDesk. Is there a way to change this? 9.2 Build 9217 MSSQL Thanks, Steve
server crash
hi guys, I'm using SDP 9.4 build 9414, I recently add a new status as "pending to purchase", when I try to change some old ticket's status to "pending to purchase", SDP server crashes and won't start till I restart the server. I generated a support file and you can find it as attached. would you please support me in this regard? thank you.
Edit Request using Rest API
I'm unable to edit requests using the Rest API and Im not sure what Im doing wrong. I have some custom fields Im trying to update. I'm using the below Powershell code to process it. function Edit-Request { [CmdletBinding()] param ( [Parameter(Mandatory=$true, ValueFromPipelineByPropertyName=$true, Position=0)] [alias ("id")] [Int32] $RequestID, [Parameter(Mandatory=$true, ValueFromPipelineByPropertyName=$true, Position=2)] [String] $ApiKey, [Parameter(Mandatory=$true, ValueFromPipelineByPropertyName=$true,
Set Subject
Hi, I've tried using the below to set my subject line on submission but it presents as New Starter: undefined - undefined var y=$CS.getText("GUDF_DATE1"); var x=$CS.getText("ServiceReq_User_UDF_CHAR1"); $CS.setValue("SUBJECT","New Starter: " +y+" - "+x); Is there anything I need to be doing differently to get this to work please? Database Name = Microsoft SQL Server @Database Version = 10.50.1600@ @Current Build = 10001@
Servicedesk Plus Purchase Order module - multiple payments
We have started using the purchase orders part of the servicdesk, when adding a payment to an approved purchase order its possible to pay it twice or eg if the item was £100, I can put a payment of £100 in but then can also add a second of £50, or any amount under £100 Currently on version 9.4 Build 9426
Add content into $Asset variables
Hello Team, I need to change content into $Asset variables. Our employees did not receive full information for the asset that been assigned to them, and I would like to change this. $Asset content Asset Name Product Barcode I want to add more like S/N, Warranty Expiry Date and few more from Asset CI Details. Could you please advice me how I can include this details to $Asset variables Thank you in advance, Best Regards, Todor
Prompt for authentication with pass-through enabled after upgrade from 9309
If I upgrade from 9309 to any new version till 10.1 the servicedesk prompt for authentication, I need to cancel the authentication and login by the webpage.
Sorting notes
Hi,After upgrading to version 10, sorting notes "before updating" and "after updating" does not work correctly. Thanks!
Mail Fetching Issue
Hello, I"m Getting the below mail fetching error, we have not done any changes on mail server or mail server settings: "Exception while trying to open folder" "Probabale cause: A3 BAD Request is throttled. Suggested Backoff Time: 40464 milliseconds" Below are the environment details: 9.4 Build 9419 (Enterprise) MSSQL Office365 Incoming: Imaps port 993 Outgoing: SMTP port 587
CMDB REST API - Get Asset Status
Hi, i'm using the API for "Get CI Details using criteria". I´m adding "Asset State" as a tag in the XML for returnparameters, but I dont get any value back. Any special reason to why that dont work? ... </criterias> <returnparameters> <name>CI-ID</name> <name>CI Name</name> <name>CI Type</name> <name>Site</name> <name>Description</name> <name>Asset State</name> ........
Cannot restore data after changing database in SDP v9425
I'm trying to convert my database from postgres to SQL. I've followed the instructions found here (https://www.manageengine.com/products/service-desk/faq-general-modules.html), but I am having issues at Step 6 Restore Data. When I try to restore from the backup, I am prompted for a password. I have tried all of my documented passwords, including the Master Password created in Step 4. My installation uses AD and there is no Administrator account. Can you please tell me what password is required to
Could not start Postgres database, The port 5432 is in use.
Server is starting. This may take a couple of minutes ... Free edition... Could not start Postgres database, The port 5432 is in use. Trying to start PostgresSQL server failed root@sd:/opt/ServiceDesk/bin# Ubuntu 15.04 64 bit, Service Desk version 9.1, PostgreSQL version 9.3
Problem module error 9425
Hi, When changing the technician field in a existing problem request I get the attached error. The error does however not show up if first pressing the "edit" button and then changing the technician. SDP 9425, MSSQL, tested in Chrome and IE11 (Windows 10). Regards, Alexander
Trouble Adding Managed Software
I am trying to add a managed software product to purchase. I select software as the product type and click on the "+" next to the Choose Software field. The "+" has the tag "Add Managed Software". Nothing happens when I click on that button. I have added a screen shot. I am using Chrome (popup blocker is turned off), we are using ServiceDesk Plus 9.3 Build 9335 MS SQL.
Rest api sometimes asks for login credentials/redirect to login page for Add Request operation.
The first time the page is loaded in a browser it redirects to login screen instead of sending the AddRequest operation. Any idea how to fix this? Thank you, E.L.
ServiceDesk Plus will not open in a browser
I have been running the trial version of ServiceDesk plus, it expired. I was told that in order to downgrade to Standard (Free version)and continue I would have to reinstall from scratch. I ended up doing that. I uninstalled the Enterprise trial version I had and installed Standard. Now, Standard won't open in a browser. The SDP service says "running" and there is no other indication of trouble except that SDP won't open in a browser. It's installed on Server 2012, I had it all working with the
Reminder emails don't have link to request in SDP
We just tried out the reminder feature today. It seems to work great, except for one thing. If I setup a reminder while editing a request, the reminder window shows a link to the request while I'm entering the info. And if I bring up the reminder under "My Reminders" to review it, it shows the link to the request. However when I get the email notification there is no link or association with that request. Am I doing something wrong or is there a notification template somewhere I haven't found? Or
Listing Tasks For a Specific Request Using REST API
Hey all, I'm trying to use PowerShell to get an array of tasks using the REST API. When I use it though, it seems to spit out all tasks. Here's my code: $apiUrl = "https://$SDURL/api/v3/requests/$requestID/tasks" $apiToken = 'XXXXXX’ $taskHeader = @{TECHNICIAN_KEY=$apiToken} $response = Invoke-RestMethod -Method get -Uri $apiUrl -Header $taskHeader -ContentType "application/x-www-form-urlencoded" Any help would be greatly appreciated. Thanks!
Problem with ChangeDBServer.bat
I need to change the Database name as per company naming convention. When I run ChangeDBServer.bat I am able to modify the information. However, when I click Save I receive a Java exception: java.io.FileNotFoundException: C:\ManageEngine\ServiceDesk\Bin\..\server\default\deploy\mssql-ds.xml (Access is denied) It looks like the application is trying to get to C:\ManageEngine\ServiceDesk\server\default\deploy\mssql-ds.xml by using the "Up" command in Linux ".." However, this does not work on
Business Rules logic and flow questions
Hi all, We are in the process of implementing Business Rules in order to improve the Request workflows. One thing that we have noted is that once a rule is applied for a combination of Ticket ID + Technician, than the same rule will not be applied anymore. We have a set of rules to place a ticket, when Edited, to a specific group, based on Category - on the first run, the Business Rule works flawlessly. The problem happens on the next runs. For example, let say we have one ticket, with Category A
Error in solutions for common users
Hi! I have updated the autoservice portal with some solutions, but when common users try to see them, they get the attached message. How I must configure the portal in order that all the users are able to see those solutions? Thank you!
Time wrong on SDP
On creating jobs the time is out by hours, as an example I created a new incident just now and it shows a stamp of 14/11/2018 07:13 PM the actual time is 13:44 (date is correct) any ideas why as the date and time on the windows server is correct? this is a new installation that I am trying to setup for testing and hopefully move away from our current helpdesk. Running Version: 9.4 Build 9425
REST API for task update
Hi, I'm new to SD Plus and have been playing around with the REST API. I have been able to create new r tasks with the API key generated. However, when I try to update the request with the same key, I am getting an error stating: { "response_status": { "status": "failed", "messages": [ { "type": "failed", "message": "Technician key in the request is invalid. Unable to authenticate.", "status_code": "401" }, { "type": "failed", "message":
Outgoing in-reply-to
Hi, I've been digging a bit on this before, but as the problem is getting bigger for us I figured I'd make another try on the forum, see if there's any chance of a fix. When we're replying to a mail through Servicedesk the 'in-reply-to' field is filled with an email address, rather than the message ID it's replying to as the field is there for. The e-mail in that field might be due to us running multiple alias on the mailbox we have connected to the Servicedesk, as a fresh and clean install with
Sorry an error has occurred on ManageEngine ServiceDesk Plus
Hello, We are getting "Sorry an error has occurred" when we try to edit the custom views and try to save. This issue has been escalated to ManageEngine support (Request ID :##7509352##), but we haven't received any update. Regards, Satheesh
Unable to change Request to re-assign to a new technician, on some Requests
Hello, I'm currently experiencing a sporadic issue where on about one third of Requests that have been assigned to a technician A in my group. I am unable to assign the request to another technician B in the same group. There are no error messages on screen, once you click save the message "Assigned Successfully" appears, but the technician has not changed and the history shows "Assigned from technician A to technician A". The problem is repeatable for the same Request. All the Requests where I have
Changing AssetExplorer Server port
Hi, I wanted to use port 80 instead of 8080 and changed the settings from Security Settings. All worked fine without a problem. But Asset scanning was failing. Aeagent.log file was showing errors and indicating that it was still trying to communicate on port 8080. How can I change port setting for AssetExpolorer ? Thanks.
Generate support file
I am trying to generate a support file but the process never completes. Is there somewhere I can look or log file that might be too large that I can clear out in order to have the file generate properly.
Temporary hide Asset(s) Field
hello, when i try to hide the Asset(s) by using code below: document.getElementById('multiasset').style.display='none'; document.body.innerHTML=document.body.innerHTML.replace(/Asset\(s\)/g,''); in Default Template, i can no longer make changes to Other Fields. How should i hide the Asset(s), in such that it will not affect any other field, that the requester can still change any field selections. Thank you, Vanessa
How to measure closed requests by requesters? (via email link "Close Request")
Hi, (Previous issue report) As the title says, at the moment when the requester confirms the solution through the RequestCloseLink (sent in the resolution by mail) and clicked the box "Close Request" the system immediately change the previous "Request Closure Code" set as "En Espera de Confirmacion" And leaves it as " "Not Assigned" Previously I had already reported this issue, but even the current version is still happening. If you can not repair this problem (for design concepts, etc.), is there
Desktop to Laptop - how to ?
Hi ALL! I have SDP 9421 and asset scan show all Laptops as Desktops - why? How i can change it ??
Restore fails with error: "filelist.txt does not exist in the selected backup file"
Hi all, While trying to restore data from the production instance to staging, the following error is generated at the beginning of the restore stage: filelist.txt does not exist in the selected backup file The SDP build is the same for both instances. SDP Build: 9422 OS: Windows Server 2016 DB: MSSQL 2012 Please advise. Thank you.
iOS crashing
Hello! I recently updated to version 4.5 of the Servicedesk app that was just pushed a few hours a go and I can no longer log in to our organization's servicedesk server. I deleted the app and reinstalled it, and while I can still enter the information to log in (the server address, username, password) it crashes as soon as I submit the log in information. However, I am able to log in to the demo. I'm currently using an iPhone 6 Plus with iOS 11.3.1 installed. Is there anything I can try and do?
Administrator and Guest user and password at login screen
Hello, How can we remove Administrator and Guest user and password from login screen in all users ? Thank you
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