Custom status in 'Open Requests' view?
I've created a custom ticket status and classified it as an 'in progress' status, but it doesn't show under the default view filter Open Requests. Is there any way to adjust it so it does?
Email Commands not working
Hi all - So we have set the @@@ and @ as email command parsers that help create automatic tickets. It was working until we upgraded to ServiceDesk Plus and now it no longer recognizes the parameter REQUESTEREMAIL. You will notice that even though the ticket contains the parameter information the "requester name" is not set automatically to the email command. Any help would be sincerely appreciated. Sample screenshots attached below. Thanks. Shashi
Servicedesk plus incorrect e-mail Address
in a ticket, requester has mentioned incorrect e-mail address in "e-mail IDs to notify field" As a result ticket gets reopened as soon as ticket is closed due to delivery failure message from mail server due to incorrect e-mail ID, what can we do, unable to edit this information. We are using 9.3 Build 9311 Standard
Issue with Scribble Pad saving 9404
We just upgraded to version 9404, and when opening the scribblepad, then closing it, it comes up with an Internal Error popup. The Server logs show a few common things, most of it is like this: [20:16:59:954]|[05-10-2018]|[com.manageengine.sdpod.v3api.message.EntityMessages]|[SEVERE]|[169]: Unknown Error in v3 api| java.lang.NullPointerException Followed by a long string of Java error outputs.
Issue with "Scribble Pad"
Hi, When I close the "Scribble Pad" window, I get an "Internal error" error message. Log file with exception is attached. SD 9.4 build 9407 update: SD running in HTTPS mode
SDP and DC integration issue
Hi. We use SDP build 9402 and DC build 10.0.189 SDP started with http protocol and port 80 (see Capture-TrayIconInfo.xml.PNG attachment), but we set redirect to https protocol and 443 port (see Capture-server.xml.PNG) It's work fine. When user typed http://hostname in browser, it redirected to https://hostname Integration DC with SDP work fine. (see Capture-DC-to-SDP.PNG, where we set SDP hostname, https protocol and port 443). Integration SDP with DC work fine last time with https protocol and port
SDP upgrade
Hi Team, We would like to upgrade our SDP from Version: 9.2 Build 9227 to latest version How many SP we need to upgrade & Kindly share the downloaded package URL.
NIOProtocol Ciphers
Hello, I am attempting to harden our site and am running into an issue with ciphers when using the NIOProtocol for the notification bell, shared colab etc. It seems whenever I add ciphers to the server.xml the site won't load. Are ciphers supported in the NIO config? If so, which ciphers can I use? SDP 9406 MSSQL working config. <!--NIO Port Configuration--> <Connector SSLEnabled="true" clientAuth="false" connectionTimeout="20000" keystoreFile="conf/sdptest.pfx" keystorePass="certpass" keystoreType="pkcs12"
Unable to add screenshots and attachments to request
Hello, Recently we had to move our database over to a new hard drive on the DB server. Since then the users haven't been able to add screenshots to Description/Note fields or attachments to a call. Is there a config file somewhere that needs to be redirected to the new DB location? Many thanks, Lisa SQL DB
Remove option with field and form rules
Hi, I'm trying to hide a specific support group for all requesters and technicians except for a few that has a certain role assigned to them by using field and form rules. I want this script to execute when the form loads: $CS.removeOptions("GROUP",["TJÄNST - Klient (Deployment) - IT"]); But it doesn't work on form load, it only works if i set it up on a field change. What am i doing wrong? Regards, Alexander Nordin
Clients and templates
Dear. I have a problem with the permissions to see the templates with the clients.
I need to know if there is a possibility that some clients can see only some templates and other clients can see other different templates
Example: I as an administrator can see the 6 templates that I created.
group 1 should see only the templates No. 1, 2 and 3
group 2 should see only templates No. 4, 5 and 6
I apologize for my English. I'm using google translator
I cannot fetch emails from exchange mailbox
I cannot fetch emails from exchange mailbox. I get this error below FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Am using Excghange 2013 SQL 2014 My Service desk is version 9.4 Build 9402
Login page shows administrator default credentials everytime
Every time the login page shows administrator login details, even after clicking do don’t show it displays after refresh.
Managing different versions of the same Software
Hi, Im trying to get SDP to manage some software, we have a number of versions of the same software installed across the estate. The software licensing is per mailbox so I have created a license for the latest version and the completed the downgrade product to be the next version down, but with a license set as individual I will have to add 1000 individual licenses which isn't going to work. So I tried to create a Suite and added the two versions of the product in there, this seem to work and showed
Problem with notifications
Hi, We have a problem where some notification emails doesn't get sent from SDP and logged in the request conversation. The notifications are working 99% of the time, but everyday a couple of notficiation emails doesn't get sent. We have made exceptions in our AV and the mail settings are the same as in our Outlook client. SDP 9335 and MSSQL. Checking the logs at the exact time of the error i find this: [13:01:09:384]|[04-19-2018]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[176022]|:
Cannot Open Pending Tasks in Dashboard
Hello, it appears that we are unable to open any technician's "Pending Tasks" from the dashboard menu. We've tried on both Google Chrome and IE with no luck. It either throws us the attached error message or sends us to a blank page. We are on build 9405 using a MSSQL database. I'm not seeing anything in the log so I'm not sure that would be much help, but please let me know if I can provide additional information. Thank you!
Invalid object name "ServiceReaq_301"
Hello, We have some problems with our ServiceDesk Plus installation. When I try to delete any asset I get the error below: ServiceDesk Plus version: 9.4 Build 9406 The database is on MS SQL Server 2008 R2 Any ideeas? Thank you.
ServiceDesk won't open after Login
Hi, After upgrade to 9406 the service desk wont work. I can connect to server, i can login but after the login the server stop respond. The only warning that i get from Chrome DevTools is: thirdparty.js?9406:4 Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user's experience. Any one with this problem?
Problem restoring database to new server - Application will not start
Hi, I'm trying to migrate our ServiceDesk Plus from Windows Server 2003 to a new server running 2012 R2. I have installed the same version of ServiceDesk on both servers, taken a backup from the old server and copied it to the new one. I have then run the restoredata from an elevated command prompt. The restore looks to have completed successfully however the servicedesk application will not launch following the restore. It hangs on "Application Layer Started". I have tried using the Run command
If-Else Not working
Hello, I'm having a problem with my script. Here is what I'm trying to do: 1. Copy a response to a resource field to the description when the ticket is submitted 2. If the requester entered information in the description, I want it to appear under a section called "user comments" in the new description 3. If the requester left the description blank, I only want the resource field copied to the new description (no "user comments") 4. I only want information copied once when the ticket is submitted
Service desk mailbox not fetching emails
Dear All, We are using manage engine service desk plus version 9.2,Recently we migrated from exchange server 2010 to 2013,we want to move thew service desk mailbox to exchange 2013 ,i am able to telnet from service desk server to exchange server on port 143 and i am able to even send email through telnet from service desk server. but the service desk mailbox is not fetching emails from the exchange 2013 mailbox,what could be the cause? Regards
[Rendering Exception] in select list
After upgrading to build 9400 I found [Rendering Exception] in the select list as per attached snapshot
Problem with encoding
Hi all. The problem is as follows. When creating a new task (only tasks, everything is OK in the applications), the subject of the letter does not recognize the Cyrillic and special sympholes type "() _- * / etc." which is taken from the variable '$ TaskTitel' and the text written in the subject template is passed to normal. The variable $ TaskTitel in the body of the message passes the values in normal form, rather than the UTF-8 codes. This error occurred after the update 9403
RESTORE FAILS build 9200
Please Help trying to restore BACKUP, Had posgresql,I made a backup , then changed DB to my SQL express 2012, now i cannot restore, i found similiar post and the guy somehow fixed this issue with an upload of some kind of JAR file SEE LINK: https://forums.manageengine.com/topic/remote-mssql-restore-of-build-9000-fails c:\ManageEngine\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
Loss of Translations after upgrade
We upgraded to 9311 last week and have noticed that all our translations that we've configured have not been applied. We've restarted the service and still have the same issue. We can see the list of translations we've made under the Admin tab. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Export Configurations - ServiceDesk Plus
Hi, it's possible to export ONLY the configurations from ServiceDesk Plus 9334 and import it into a new server with the latest version 9405. (we don't need data, just the configurations)? Thanks
Replying to a ticket using reply template not working
Morning, We just upgraded to SDP 9404, and we are having issues using the reply template. within the ticket we hit reply, and select one of the reply templates but then get the following error: 'You are not authorized to view this page' can you let me know what to check? I have recreated the template and still not working. attached is a screenshot of the error and the role permissions of the tech thanks, Shane
Java issue after upgrading to 9402
Is anyone else running into Java issues after upgrading to 9402? We have a daily problem where Java will take up 80%-90% of the server's CPU and over 1.2GB of memory. This will lead to SDP becoming unresponsive. If we restart the SDP service, Java will go down to around 500MB and SDP will be fine for the rest of the day. If not, it will eventually become responsive again, but the issue will keep occurring multiple times a day. I've already contact support (#8187972), but their response is that we
Resolution/Reply template "You are not authorized to view this page" after update to 9404
Technicians are now getting this error when trying to use resolution and reply templates after I updated from 9400 to 9404 last night. Giving them SDAdmin right fixes the problem, but this is not a permanent solution. Any help would be greatly appreciated.
Custom Script
Upon form submission we need to launch another internal web page for the user to complete a second form that resides outside of SDP. We were given the script below, but it launches two tabs every time instead of one. I changed from this script to a PS script that does it completely different, and it also launches two times. Any ideas where I can check in the system to see why it opens twice? I changed the site in the script to google.com so it made sense. Then
Request timespent reports do not generate any report
Hi I tried to extract request timespent reports that available in the list. However, report is not generated and the error message is as per below. I'm using SDP v9241 and MSSQL. Please advise. Thank you. No data available to generate the report...
Python script - create multiple requests from parent request
Hello, hoping someone could help me. I'm using the script https://resources.manageengine.com/resources/resource/python-script-to-trigger-the-creation-of-new-request-based-on-field-resource-values-in-parent-request to generate child requests using a custom menu action. It's working well, but I need to be able create a second and third request, all adding the notes to the parent request. I've basically just copied the first json creation and json recall code with new variables to ensure it doesn't
Issues migrating from Windows to Linux
I'm having trouble migrating a standard SDP installation from Windows to Linux. I followed the procedure described in the page http://www.zohocorp.com.cn/manageengine/products/service-desk-msp/faq-general-modules.html#moving4 but when trying to restore the database the script is locked indefinitely and does not finish the restore. the restore log is attached, I noticed that there was some kind of error in the process. Windows Server 2008 R2 amd64 Ubuntu 16.04.4 LTS amd64 SDP build 9403 Postgresql
Bold text in Solutions
Hi, Text formatted as bold does not show correctly after saving and viewing an article in the Solutions module. Please see attached screenshots. SDP 9335 MSSQL. Tested in IE11 and Chrome. Regards, Alexander Nordin Region Halland
External action implementation class issue
Hi, In my own implementation class, which extend from the "DefaultActionInterface", I have the "ExecutorData" object is a parameter. This object have 4 methods: getAdditionalProps(), getDataJSON(), getDiffJSON() and getHtmlDataJson(). When I invoking the method getAdditionalProps(), I get this result {ENTITY_JSON={}, MENUNAME=MenuActionName, executorClass=com.servicedeskplus.integration.MyIntegration, MENUID=301, EXECUTORTYPE=class, HTML_LOAD=my.html, HANDSHAKE_KEY=XXXX, USERID=4} When I invoking
Upgrade from 9335 to 9400 - restore MYSQL to PGSQL issue
Hi, I hope you can help me. I´ve opened already a ticket via support@servicedeskplus.com but I don´t get any feedback since one week. This is my issue which I send to the support team: -------------------email message begin----------------- Hello Support-Team, our productive ServiceDesk Plus is on version 9.1 Build 9121. I´ve cloned the virtual machine to do some test to upgrade to the latest version 9401. I´ve updated successfully our ServiceDesk Plus to version 9335 with an MYSQL DB on the cloned
Custom Schedule Timing is Moving
Hi, It seems like the custom schedule jobs are continuously moving. Sample attached is for an automated closing script. Originally set to run at 10PM each day. It is now running at 11PM. These are time sensitive jobs and should be followed correctly. Please advise.
Servicedesk portal is not working on Mac pc
Hello we have SDP 9334 and mac pc (HighSierra OS) when i try to open SDP after NTLM login i see only blank page on this adress http://servicedesk/HomePage.do?SkipNV2Filter=true.
need to edit log on to list
Hi, i need to remove the log on to list for the login, can any one please help me.
Uninstall SDP on Ubuntu 16.04
Hi, I hope someone can help as I'm going around in circles. We currently have SDP installed on a windows machine 9.3 build 9335 running on MySQL. We are planning on Migrating to a new server, Ubuntu Server 16.04 Linux. I've installed the latest version the Linux server which all works. I then tried to change the database to MySQL but found out it is not supported anymore. Next step was to upgrade the Windows server to get the builds inline. 9335 is the highest we can do due to not supporting MySQL.
Next Page