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.
Approval Issues? Multiple approvers listed but only one can actually approve the request
Hello, I'm just wondering if this is a known issue and if there is a fix? We upgraded to 9224 this past weekend and now our approvals system is broken. We often send approvals to multiple people for each request but now, only one person can approve. If 5 approvers are listed, the first person to approve is able to and the rest are not. They get a message that "the request is already approved" although they have open approvals. Can anyone help?
Problem after 9417 upgrade
Hi Upgraded my SDP 9414 to 9417 last night and after upgrade the small box to the right that show if other technician look at the same case does not show up at all now. I have the same error on my test environment. Is this a bug or a new setting that must be enabled?
Export to CSV
Hello Support, I am looking to create a query to export data within a certain range to a CSV. The information I am looking to have exported is Category, Sub-category, Request Mode, Technician, Created Time, Completed Time, Subject, and Resolution. Please let me know if you require more information. Regards, Chris
Scanned Software not loading
Hello All, When I click onto the Scanned Software portion of SD I receive the outlay of the page but the scanned software never actually loads; it gets stuck on "Processing...Please Wait...". Most likely a browser related issue but I have the latest versions of IE & Java installed so I'm not sure what's causing the page to hang. EDIT: I have tried using Google Chrome & Firefox and both come back with the same issue Any help would be greatly appreciated, Ryan
Decrease account unlock threshold
I would like to decrease the account unlock time period from 30 minutes to 15 minutes. However when I try to edit "Reset the account lock in "box" minutes. I get a error "Unlock time period is restricted between 30 to 3000 minutes. I a have attached a screenshot of this error
Mail fetching sttops
Since we upgraded to 9.4 Build 9418 mail fetching stops unexpectedly. Any idea why?
Choose Tecnician and "None" to show their issues
Hi, I am in 9417 version and I think there is a bug in Personalization views... I had 3 old views where I filtered by Tecnician, which there are a person name and "none". So, I was able to show my issues and all of them without assign yet. But now, when I try to do the same, I choose my name and "None" but when I save and edit again, "None" has desappeared!! Thanks a lot!
Office365 - MailFetch Issue
Hi, Out of nowhere last Saturday the ServiceDesk Plus stopped Fetching e-mails. Upon looking at the log files I noticed the following: [12:52:09:721]|[09-17-2018]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[116]: Check if the username and password are correct| Although the password didn't change, nor is it set to expire and I do have the possibility to login to the account through office.portal.com with the password provided in the servicedesk. It doesn't look related to the certificate
Failed to send the notification
Greetings, We have a problem when sending mail from servidesk plus "failed to send the notification" Please help Thanks Regards, Erick Gamboa
Field and form rules
I'm trying to use FAFR to hide the item field if a specific category is selected (on field change). Unfortunately, once the subcategory field is selected the item field is displayed once again. Maybe I'm missing something so I would appreciate some help.
View asset history issue
Hi SD version 9.4 build 9414 When I try view asset history tab I get error. UPD. This is strange, but asset history tab show without error for assets with Disposed state.... UPD 2. With disabled "Pass-through authentication" option I get error as screenshot "Capture-2.jpg". With enbled "Pass-through authentication" option, I get this error on full page and page redirected to "https://hostname/AuthError.jsp?ErrorMsg=Sorry%20an%20error%20has%20occurred"
Update requesters E-Mail with API
Hi, Trying to write a PS-script that update requesters E-Mail with the SDP-API. The script works and I'm able to update other parameters, for example "Mobile", but not the E-Mail parameter even though i get a response stating that the result was succesfull. The PS-script looks like this: $apikey = "techkey" $url = "sdphost" $inputData = @" <?xml version='1.0' encoding='UTF-8'?> <API version='1.0' > <citype> <name>Requester</name> <criterias> <criteria>
Service Desk Plus Upgrade Failure
I am trying to upgrade our test system of Service Desk Plus, I have successfully installed a few patches but when trying to go from version 9300 to 9335 it fails and the following error appears in the log file: java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "CustomReportFilterColumns_FK1". The conflict occurred in database "servicedesk_TEST_NEW", table "dbo.CustomReport_Details", column 'REPORTID'.
how can i change calendar
hi i recommend sdp to my company, but it manager said that the major problem of this program is the default calendar and he wants to use jalali calendar instead of it. i found the javascript calendar that is very similar to the default calender of sdp. http://farhadi.ir/downloads/JalaliJSCalendar-1.4.tar.gz if possible for you please help me how can i do it myself. for example how can i replace this javascript calendar instead of the default calendar. i will glad if you guide me.if it is not applicaple,
Comments Not Displaying Correctly in Reports
Hello, when we run our weekly project reports the milestone/project comments are displayed with extra line breaks and occasionally some HTML code. This just started since upgrading to version 9414. I've attached an example of how it looks when entered into project/milestone comments vs how it looks in our report. We are on version 9414 and use MSSQL. Please let me know if you need any more details. Thank you!
technician notification rule is not working when a new request is created
technician notification rule is not working when a new request is created, did anyone got any idea about this. our build is 9.4 Build 9416.
Service Desk Plus - Notification Rules
Hey There, I have setup the free version of service desk plus (5 technicians) I have Notification rules setup eg: Acknowledge requester by e-mail when a new request is received. They don't seem to be sending out automated replies. Is this functionality available on the free edition? Thanks Matt Also – the email settings are all working I can send and receive emails through the service desk no problems.
filelist.txt does not exist in the selected backup
Hello, I'm trying to migrate ServiceDesk Plus from a Win2008 R2 server to a Win 2016 server, both running 9414. The backup from the Win2008 R2 server says it has completed successfully but when trying to restore the data on the Win2016 server, I get a message saying "filelist.txt does not exist in the selected backup file." The backup folder that was created has six files part_1.data through part_6.data. I'm trying to use the part_1.data as the selected backup file. I did take another backup that
Change a Date/Time field back to blank
Hello, we have ServiceDesk Plus Enteprise 9.4 (9409). In the Change Module we have an "Additional Field" of Date/Time. In this field we have put a date/time some days ago, but now we want to change it to blank (N/D) and we can't do it. Is it posible? Thank you.
Update without running a backup
I ran a backup by hand last night. Today then I try to update it is telling me a backup is recommended and trying to run one. Is it possible to force not to back anything up when I'm doing an update? I'm on build 7611 and I need quite a few updates.
Upgrade to 9400 without no backup
Hello to all, is there any way to upgrade to 9400 build without force a backup? In old versions we could add this line to disable a backup during upgrade: -Dtier-type=BE -DSDBackUp=false Could do something similar in new version? Thanks in advance
Unable to remove date from field
I entered a date in one of the date fields in the default request template. Now every request opened with this template has this date filled in. How do I remove this date from the form?
Multiple issues after update Build 9413
Greetings, After the update "Build 9413" we present several issues that affect our platform, which I detail below: 1.- We are having problems viewing tasks in the quick sub-menu and the button (indicated in the screenshot): And the button don't work: 2.- We can't delete the following Support Group, all requests assigned to this groups have been verified (long time ago), but still doesn't work. 3.- After the upgrade, the "Default" views of all Support Groups are missing, we had to generate the personalized
Notification rule disable
Hello All, Trying to disable any notification rules(ServiceDesk Plus) which is saving correctly. But when going back to the settings page all changes have been reversed. Any idea why this is happening? Thank you. Julian
Graphical glitches, preview boxes
Hi, This happens for me a couple of times per day in the request module. After I've hovered over a request the preview boxes gets stuck like the screenshot below shows. Last time it happened right after switching from the admin module to the request module. It also occurs when clicking the "Add/remove columns" if I've hovered over a request just before. Windows 10, IE11, SDP 9317, MSSQL. (It also happens in MS Edge)
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