New Installation on Linux Missing MySQL option in CHangeDBServer
Hi, I've been running SDP for awhile and now want to move it to another server. the server in question is Unbuntu Server (Linux), currently running under windows on MySQL. The installation has worked fine so far and I run SDP as it stands, the issue is when I run "sudo sh changeDBServer.sh" the windows pops up but only offers me PostgresSQL Server SQL Server No MySQL. On the windows server it offers me MySQL fine. The Linux server is running MYSQL fine as I have other databases running on it. Firewall
Mail Fetching Stopped
Hi Guys, Our Service Desk Plus MSP just out of the blue stopped fetching emails, its been a few days now and i have done everything i could: Updated the server (windows Updates pending) Restarted Win Server Restarted SD Tool I can login to the mailbox on office 365 (exchange) but the SD+ wont pull any mails... but nothing ... Print Screen http://prntscr.com/imkhfa Thanks
HowTo SSL Certificate
Hello, I had a working SDP. Unfortunatly my SSL certificate is not anymore configured. When I try to use the way, which is in the manual, I can´t find the Server.xml anymore. The folder "[ServiceDesk Plus MSP Home]\server\" is empty. Where can I find an updated manual? Or is this a Bug in my Installation? Thanks in Regard Frank Schieferdecker
Python script to populate request details in associated tasks issue
I found the following script in the resources area: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description I have followed the steps outlined on that page but my task titles and descriptions are not updating at all. I looked at the system log and I find this error when I try to run the script: JobExecutionFailure: jobId:150967; ErrorMessage: java.util.concurrent.ExecutionException: java.io.IOException: Cannot run program "python" (in
Requester search not working
Hi, I am trying out SDP 9335 and noticed that the search function for requests does not work at all for the requesters if the language is set to swedish (please see attachments). When set to english, the search works, but you are only able to search for request ID:s. Is there a fix for this? Regards, Alexander Nordin
Problem saving change templates
Hi, After recently upgrading from 9327 to 9335 we can't save any changes made to change templates. I noticed that this was fixed in 9402 but I want to avoid going through an upgrade again as this is quite a process within our organization. I do need to be able to save changes to templates though, so is there a workaround i can use instead of upgrading to 9402? Regards, Alexander Nordin Region Halland SDP 9335 MSSQL
Big problem after 9401 upgrade
We upgraded to 9401 february 15th. After that we have big problem with SDP become unresponsive and I must restart service. This happen 1-2 times per day. Database: MS SQL 2014.
Error during delete workstation that not scanned successfully
Hi, When I wanna to delete workstation that not scanned successfully Parameter Error: Value '0' passwed for parameter 'wsType' is not in the allowed list / format
Error: No ManagedConnections available within configured blocking timeout ( 30000 [ms] )
Hi, We get the following problem since we upgraded to version 9321: [SYSERR]|[INFO]|[139]|: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ))| This happens when we arrive in the morning to work, and we must restart the application on the server. We have the next architecture: @Database Name = Microsoft
Contract - Additional Fields when editing are not keeping information
ServiceDesk version: 9.3 Build 9326 Professional Module: Contracts Issue:Contract - Additional Fields when editing are not keeping information We added few additional custom fields related to quality aspect to contracts. Unfortunately when somebody is trying to edit it some of fields (Not all but some) are going to "-". So our quality department must to do screenshot of details before edit and then put those information once again after edit. This is big buf for us, we hope you will give it high
Business rules criteria for service requests
It is possible to use common additional fields as criteria in the business rules for incidents, so why is this not possible in the business rules for service requests? Is there any workaround for this? Can we have a custom trigger that offers the same functionality?
Merge requests and email notification when closed
I have 3 tickets from 3 different users, when I merge them into 1 and close it only the primary user is noticed the ticket is closed, how do I change it so when X # of tickets are merged into 1 and closed ALL ticket owners receive email notification it was closed
Update on SD-69474
Hello, Is it possible to get an update on this issue and if there's a location I can check the status? Thanks Warren
SQL Database: Approval ID auto incremental
I am trying to manually insert approval records into the database, but I cannot figure out how to retrieve next approval ID for ApprovalDetails table (same applies to Approval_StageID). I tried following logic to get biggest number and add 1, but this doesn't work. If I will add several approvals directly inserting data to database, and then try to add through UI, it complains that this key already exists in the database. So looks like ID is getting stored somewhere, but I cannot find out where.
How many new tickets per queue / day
Hi! i have 4 lines like this, First-line, Second-line , Second-Planned-Line, Third-line All tickets sent by mail are created in firstline and then moved to other lines after that, and tickets by phone can be created in the other lines directly. And i want to know how many new tickets every line got this day. And that means that they can have been created yesterday, but moved to a new line today, so new for the line but not by createdtime stamp. So i want to now alla new och moved tickets on every
Adding attachments to resolution
When adding and attachment to the resolution of a ticket (feature introduced recently) the email sent to the requester informing that the ticket has been closed doesn't has any attachments. Any information about this ?
Update error message Workorder to CI not complete
Hello, I'm updating ManageEngine Service Desk Plus build version from 9.3.0-SP-0.35.0 to 9.3.0-SP-1.0.0 but I’ve an error message (in attachment) When I launch query: select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; query result is false And when I sending query: select Globalconfigid,category,paramvalue from globalconfig where category like 'CONVERSATION_MIGRATION' and parameter like 'IS_CONVERSATION_MIGRATION_COMPLETED';
SD pages not loading
Hello, I have upgraded SD from 9003 to 9400 in sequence and it started acting strange for example the start splash screen of manage engine doesn't show anymore anyhow managed to get it work somehow, then i have enabled "https" rebooted server and cannot login to SD anymore, it shows a blank page and prompts to download pagename.do I have attached the serverout logs and a screenshot. Thank you for help in advance.
.do download in every SDP page.
Hello, after upgrading to 9400 i have enabled https and rebooted server, but cannot access SDP pages anymore, it shows blank and download a .do file on each SDP page i try to open. Please help
SMS provider configurations
hi i'm using trial version of SDP. i am configuring desktop central to send SMS to our technicians, but when i try to send test message to see if it works it immediately shows SMS Sending failed. i kindly ask you to tell me where can i find the logs that show me where the problem is (show the process sending message so i can troubleshoot)
Some Incident SLAs not triggering
Currently testing 2 different SLA, one for 1 hour and another for 2. Set both SLAs criteria to check Category and if needed be, Subcategory fields. Created 3 Categories (A, B and C) and 2 Subcategories (B and C). So in reality the levels look like: A B -> B C -> C Following are the results: Test Category A - `1hr` - Failed, No Due Date Test Category B - `1hr`- Failed, No Due Date Test Subcategory B - `2hr' - Passed, SLA 2hrs Test Category C - `2hr` - Passed, SLA 2hrs Test Subcategory C - `1hr` -
Request creating Technician
Dear Manageengine team, I was just wondering what is wrong with the attached script. Could anyone advise please. regards Murali
ManageEngine ServiceDesk Plus service (Windows service) starts and stops immediately, after upgrade to 9.4 Build 9400
After upgrading Service Desk Plus to 9.4 Build 9400 (self-hosted on Windows Server 2008 R2), I cannot access Help Desk. When I go into Services and start the ManageEngine ServiceDesk Plus service; it starts and then stops within one or two seconds. I read the following post [https://pitstop.manageengine.com/portal/community/topic/unavailability-of-the-sdp-server-after-upgrade-to-version-9-4-9400-the-server-does-not-listen-on-port-80-8080-8-2-2018], and decided to try it. After following steps, the
field & form rule issue
The attached field & form rule is working perfectly fine if the technician is assigned by editing a request. But it not working if the technician uses "pick up" option. The requirement is to change the status field automatically to "in progress" when a request is picked up by a technician. Kindly advise.
Can a requestor select a site from the drop down?
We have 5 buildings (sites). Right now when a Requester starts a new request, they are unable to select a site. All they see is a site box that reads "Not associated to any site". Is there a way to allow them to pick a site from a drop down list?
Server started but not responding
After restarting the server, the java.exe process goes up to 2.5Go RAM and the website didn't respond. it seems that there is a database corruption. Starting the server with run.bat throw the command prompt don't show any error, alll seems ok. But server still doesn't respond. We think that this corruption is some months old and the problem appears after restarting the server. So we are not able to restore data from the past days, as they are corrupted too... Is there a solution to repair the database
Problem with Projects menu
Hello, I've got question regarding our ServiceDesk product. Last week we've upgraded it to ServiceDesk Plus Enterprise version. Everything is ok, license is added but I do not see a Project overlap in the Dashboard. In the Administration menu I see options connected with Project Management for example types or status of the project I have no option to add a new project etc. Is there any additional module I should install? Or some change in the administration menu is necessary? Thank you in advance
Unavailability of the Service Desk Plus server after upgrade to version 9.4.9400. The server does not listen on port 80, 8080
Hello. After upgrading the Service Desk Plus server to version 9.4.9400, the server stopped listening on port 80 (8080). And does not respond to requests from browsers. How can I fix this problem? Sincerely. Igor Stepanenko.
Time when errand change from one queue to another
Hi! I'm searching in SQL DB for information when a errand change from example firstline queue to the secondline queue. I need to get that date, so i can get information about all new errands i one queue, even if they was created yesterday. So all new errands for that queue that has been moved/created to secondline this date. Is that possible? Which table can i find that? I found that WorkOrderHistory table have information about when something happend in a workorder, but not WHAT happends, maybe
Editing Purchase Order No.?
Is it possible to edit the Purchase Order No. field for already existing assets in Assets/CMDB? I don't see it in the edit window. Thanks.
Moveing Tech's from requesters.
So right now I have a few tech's, that are not on the domain I have SSO setup now, and would like to add the corrasponding requester and merge them into the tech account that is already created for example John Smith is a requester, with the ID of john.smith, but I have a Tech for him that is just John Is there a way to get John.smith to be a tech without loosing all the tickets assigned to John? i hope this makes sense.
recycle bin for Assets
Is there a recycle bin for Assets? Someone deleted some TV assets from our ServiceDesk and we need to get it back. We don't know the date when it was deleted.
Change Requester to Technican using database
Currently all LDAP users now get a "Username or Password is incorrect" error, however they used to be able to login. I still have one local user called "admin", who's login still works, however they are only a requester. This means I cannot check the admin configuration to see where the issue might be. Is there a way to convert a requester (i.e. my local user called "admin") to a technician without logging in as a technician. The only technicians on my system are all authenticated using LDAP.
Workorder to CI Migration not complete
I am upgrading to 9400 however ran into an issue. The Workorder to CI migration is false. How do I perform that migration? Dan
IIS Rewrite Rule Not Working
I've just upgraded to 9400 and since doing so my IIS Rewrite appears to have stopped working correctly - it was behaving a bit intermittently before! Whenever I visit the request page now it loads the header but none of the requests - if I search for a request ID it brings them up, but doesn't allow me to view a general list of requests. Accessing the server directly through it's hostname works as expected so I can use the helpdesk and it's not specifically a ManageEngine issue, but does anyone have
Requesters with no site name
Hi, I have recently changed our companies site settings to "copy Default Settings". Upon changing this setting and editing business rules, technicians, and so on, any request coming from a requester is going to the default site. The requester is not assigned to any site name in order to redirect the ticket to any specific site. Upon looking up the requester from the "requester" area, I realize that the requestor is assigned a site name, but its not showing once he/she opens a ticket? Any advise on
Disable reopen request only after closing request
Hi Is there any method to disable reopen closed requests? requester can reopen request only in resolved status. Regards Hamid
Approve request with one approval from two approves
Hi, I have two approves for one request. I want to confirm the request whenever a approver confirms the request and there is no need to confirm the second Approval. Is there any solution? Regards Hamid
Can the resolution notification email be modified in ServiceDesk Plus?
We would like to add a few lines to the default resolution notification email requesters receive. Is this possible and how/where can it be done?
How to disable solution auto suggest in acknowledgement e-mails sent to the users?
Just noticed acknowledgement e-mails to the user contain suggested solutions and link to them. How to disable this?
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