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
Cannot import SSL certificate using he UI
Hi all, We have tried to import an updated SSL certificate, in .pfx format, using the the Admin\General Settings\Import SSL Certificate wizard. The error is: "The password entered is invalid for the certificateEndReply.pfx certificate" . The used password is correct, we have tested it by importing to the local computer store. I have attached a screen capture, and the method used is from here: https://help.servicedeskplus.com/introduction/install-ssl.html$Step3a SDP Build: 9422 OS: Windows Server
Help SQL with query
Hi Folks - I have a query that returns all of my pending requests as long as Technician, emailid, request type are filled out. However, there are times people submit tickets by email, therefore, the Request Type isn't filled out. Can you help me adjust this query to return all Open requests where the technician is assigned, the request type is null and the status is open? Here is my query and I added the "Open" part at the end...Thanks!! SELECT wo.WORKORDERID "requestid", wo.TITLE "subject", std.STATUSNAME
Saving template issue
Since one or 2 week i notice i had issue when i was saving my template and now sometime i have to abandon the modification i have done because i does not save. thereis is a kind of wave on the top of the page seem to show it is doing something. but now, these issue increased as per update to 9422. i dig a bit in the logs and i found many errors in catalina0.txt. errors like : [16:47:31:363]|[10-16-2018]|[org.apache.tomcat.util.http.Parameters]|[INFO]|[88]: Invalid chunk starting at byte [25] and
Update from 9355 to 9400 Java OutOfMemory Heap Size Error
When trying to upgrade from 9355 to 9400 I keep getting the error Java OutOfMemory heap size. I've tried increasing the xmx specified in the UpdMgr.bat and backup.bat but this doesn't seem to have had any impact. Is there any way to workaround this problem, can I not take a backup when running this update. The VM is already backed up so worst case I can restore. I need to get our service desk updated to the latest as part of the TLS changes for Zoho integration so would appreciate any help.
Exporting/Importing database
Hi, Can you please provide a guide as to exporting all service desk data and importing into a clean build Thank you
SDP: Increasing the size of files to be embedded in a request
Hello. How can I increase the size of files to be attached to a request (up to 30 MB)? Sincerely. Igor Stepanenko.
Resolution notes via powershell email script
Hi all, I'm trying to get a powershell script (that I've found from the script site) working as a custom trigger for certain circumstances to send an email. I've got it all up and running and working great apart from I want it to have the notes from the resolution field in the email. I can see that certain objects are populated and working as expected. I just can't seem to get that field working. For example if I tell it to include $obj.request.TECHNICIAN it includes the assigned technician in the
change Language for user interface
Dear Support, We are using ServiceDesk Plus V9420 with Arabic Language but still, we can see the English word. Can you please assist us to change them as it shows in the Attached file Thank you..
Problem connecting to mailbox.
Request to sevicedeskplus via email suddenly stopped. This is the error message I saw when troubleshooting mail server settings: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I could telnet the port POP/110 , I also get reply when i pinged the mail server.
SDP: Mail not sent (notifications from the SDP interface)
Hello. SDP version 9.4.9421 is installed. Configured to send outgoing mail. SMTP protocol, port 25. When sending a message via the SDP interface, we receive the message "Failed to send notification". What could be the reason? Decision? Sincerely. Igor Stepanenko.
SDP does not receive mail
Hello. When saving the settings for receiving mail, I get the message "ERROR: The email parameters have been successfully saved." The certification path to the requested object could not be found. Please configure to apply the trusted / self-signed certificate. ". Protocol POPS port 995 interval is 1 minute. Original message: "ОШИБКА:Параметры эл. почты успешно сохранены. Не найден путь сертификации до запрошенного объекта. Пожалуйста, настройте для применения доверенного/самозаверяющего
FAILURE: We are sorry to inform you that ManageEngine Analytics Plus DB row have the maximum limit
We are using SDP 9414 and integrate it with Analytics Plus. When I wanna to sync data from SDP to Analytics Plus show me attached error. We have Enterprise Plus license for SDP and also have Professional license for Analytics Plus. What Should I do? Does this sync operation related to limitation of 500,000 row in once or No? Should I use CSV Analytics Agent tool? Thanks
DesktopCentral Asset Scan No Longer Importing into ServiceDesk Plus After Upgrade to 9414
Hello, After upgrading to 9414, our asset integration with DesktopCentral appears to have stopped. The automatic scans have not completed successfully since the update, and when I try to scan an asset manually, it says "FAILURE: Failed to communicate the agent" Has anyone else come across this? Thanks, James
SLA Escalations not working
Hello, We are using build 9021 on a MSSQL DB. We have created server SLA's and configured level 1 escalation to alert 10 minutes before the SLA is violated and level 2 to alert when the SLA is violated. However, these are not working, the SLA escalations do not get activated when required. Please advise
Technicians screen is blank
Technicians aren't visible. The only visible part on the screen is : Users - Technicians association for All Sites. There are no technicians visible for it. Which is why I can't change/remove them. Adding isn't possibile either since we already have 5 technicians although 2 aren't working here anymore. Could you guys please help us out.
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