REST API not working?
Since the last windowsupdate batch we are having problems with the RESTAPI. When I enter the following URL: https://sdplus.local/sdpapi/request/286618/ I get an error like this: This XML file does not appear to have any style information associated with it. The document tree is shown below. <API version="1.0"> <response> <operation name=""> <result> <status>Failed</status> <message>Error when performing - null - null</message> </result> </operation> </response> </API> In server out-logfile I can
Self Service Portal - what is it and where is it?
A few questions about the self service portal: Is this portal available to people who aren't logged in? I.e available to the public to browse? If it's public access, whats the URL to access it? And where can I configure it per instance, I've been reading about widgets, but I cant find any of this.
Foward request and forward buttons
Hi, How is the foward request and foward functions intented to work in the mail conversations? If I respond to a requester and then chose "forward request" i get the previous content in the mail that i sent automatically inserted in the new mail. But if I try to forward a requesters response I don't automatically get the content from the requesters mail inserted. I have to manually copy and paste it to the mail that I'm trying to forward. Regards, Alexander Nordin Region Halland
Reply from user no longer included in Notification to Technician
When we applied builds 9306 through 9309 at the end of September, we lost a feature in our Notifications to Technicians when a Reply is received to a Request. Prior to the build updates (applied at the same time) we were able to see the text of the recent reply within the email notification. This was extremely helpful when viewing on a mobile phone. Since the updates, our notifications are very generic stating that a reply was received but offering no details. We would like this feature back. Is
Renewing ServiceDesk plus license
Getting the message below when I try to renew the license: You have logged in as xxxxx.com. You are not allowed to access this application. Please click here to login as a different user. Click here to go to your Home Page. Any guidance on how to resolve this will be appreciated.
Unclean shutdown of previous run.
Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details
Change type of custom field
Hi. We have a template with several custome fields. One of this custom field (Name of the field is "Horas") was generated as "Single Line" but we currently need that the field shall be a "Numeric" field. We want to change the type from Single Line to Numeric Field and need that all the tickets with this field can be updated to "numeric" value in order to make some aritmetic functions with it. However when we try to change the field attribute of "Horas" field all the options are grayed and no change
Custom Attributes in CI placed randomly
Hi Everyone, when i'm adding custom attributes, in the Form Editor it appears like this : but after we save it and try to input, the formation of custom attribute is scattered everywhere, like picture below, is there any pattern to it or any explanation to this? thank you before and after
Mobile Client SD Plus
Hi I hope someone has run into this. Scenario. Using iPhone mobile client in SD Plus build 9314. Server configuration is for HTTPS and SSL. When loggin in through the mobile client and look at a request the following functions dont work. Knowledgebase Worklog We dont seem to be able to access this functions. Has any one has any experiance regarding this?
Report for tickets pending approval
Hi, Will it be possible to generate a report for all tickets pending approval with the following details: 1. Request ID 2. Subject 3. Category 4. Group 5. Email of Approver Our status is "Pending - Request Approval" and running v9309 on MS SQL. I need this report as there are a couple of approvers that are receiving reminder notifications even though they are claiming there are no tickets showing up on their dashboard.
SSO Not Working in 9326
Logs shows users is successfully authenticated but is still redirected to login page. Logs attached. 2017-11-08 08:22:23: HttpSecurityService: calling chain.doFilter 2017-11-08 08:22:23: NETLOGON: domain trusts cache info refresh in 297907ms 2017-11-08 08:22:23: NETLOGON: NetrSamInfo2 groups count: 104 2017-11-08 08:22:23: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2017-11-08 08:22:23: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2017-11-08 08:22:23: NETLOGON: domain trusts
Technician unable to login in
Hello, After upgrading to build 9326, we have a technician who cannot login to ServiceDesk. We have refreshed his internet setting in Internet Explorer and he still gets the error. NTLM Failing: Redirecting To Login Page. He enters his username and password and it fails. We have the SSO setup. Other techs are having no issues connecting. We have tried opening ServiceDesk in Firefox and Google Chrome and same issue. Thank you.
Sending mail stopped working - Office 365
In trying to research another issue (why is email from helpdesk not being set outside our O365 domain) I accidentally broke our outgoing mail settings, and I cannot put them back. I took a screenshot of the initial settings, which have been working for months. I tried changing various parameters and nothing worked to get mail delivered to an outside address, so I gave up. Now that I've reset everything back as it was, it's not working. When I try to reply to a ticket it waits about 15 seconds
Apply patch over upgrade failed setup
Hi, We recently applied a patch to our ManageEngine SDP trial. During the upgrade, an error occurred. Our setup is on a SmartOS Linux zone. Potentially 2 problems occurred. 1 - The upgrade failed to install correctly. 2 - The trial ran out as the upgrade was being installed. Either one of these, or both appears to have corrupted the patch and I can no longer run the run.sh or reapply the patch. When trying to reapply the patch I get the following error; "You are trying to apply the patch over upgrade
Critical problem to generate approval by python
Hi I'm Sergi. We have updated to the last version of ServiceDesk Plus. We have some serious problems to generate approvals by python's script. In previous versions all our python scripts works correctly. But now don't work, in previous version we could see in the historials tag if there was an error in script, now not Attach our python script if your wants to try #!/usr/bin/python import sys import json import urllib import pyodbc; file = open(sys.argv[1], encoding="utf-8-sig") data=json.load(file)
User Groups Not Associating to Service Templates
Hi, After updating to version 9323, I found that requesters assigned to user groups can't see the service templates associated with that user group. I also updated to the latest version and it didn't resolve the issue. I'm just curious if anyone else is having this issue or if it seems to be only me.
SSL Certificate Renewal
Hello, We need to renew our ssl certificate for Service Desk Plus (on premise installation). It an AlphaSSL certificate. Tried to follow these guides but without success (https://www.manageengine.com/products/service-desk/help/adminguide/). Installing SSL Certificate Renew SSL Certificate Installing .PFX Certificate Please help.
Installing PFX file for SSL
I have been trying to follow the directions located here: https://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl4 When I do that without specifying the parameters on my install, the SSL works, but when I try to use my exported star cert to install in there and restart the service. I can never get to the server. It never responds and the splash screen on the server just sits there. Is there something that I am missing on this? All of the threads I am looking at are almost
Problem with approvals triggers after apply 3917
Hi Any body use triggers for approvals automation? I have several that work fine before apply sd+ 3917+ update. ( py scripts) After this don´t work and i don´t have any reason. The request history tab has changed and now does not report anything. The trigger does run, I can not find error trace except for a java type conversion warning when I go to record in the history table. Is there anyone who does the same? JCF
Automated Ticket Creation
Hey All, So I'm just playing around with the Automatic Ticket creation and I'm able to get some stuff working, but not others and I'm not sure what I'm doing wrong...here's a copy of the email from our PRTG Monitoring solution that's being sent to ServiceDesk Plus @@OPERATION=AddRequest@@ @@CATEGORY=Operating System@@ @@SUBCATEGORY=Windows Server 2003@@ @@LEVEL=Tier 1@@ @@MODE=E-Mail@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=High@@ @@GROUP=Hardware Problems@@ @@REQUESTER=PRTG@@ @@REQUESTTYPE=Incident@@
Mail Fetching Fails when automatic reply sent from user
Hello, We are having an issue with Mail fetching for self service fails when there is an automatic reply in the inbox of the self service account. If we delete the email and restart the Manage engine service all other tickets will process until there is another automatic reply. We are on 9.3 Build 9317 Any help is appreciated Thanks Josh
URGENT HELP NEEDED - Cannot See anything new in the system
Can someone please help me out I deleted a few sites from the system. After which the following has happened: 1. All the departments have disappeared from the Departments Tab. They show up in other drop downs but one department comes multiple times 2. If I add a new technician I cannot see him in the Technician list. Searching does not help either. The technician can login and work normally but I cannot see him in the actual technician list I have no idea what is wrong. I need to delete a newly
Server crash when perform Asset scanning.
I use Ent Eval version of SDP。When I try to scan my computers, the CPU usage grow to 100% soon , and the server seems no response. The scan will fail after quite a while. The server run on a Hyper-V VM with 12core cpu and 16G memory assigned. And 3G ram for SDP. In wrapper.log, each crash have a "SDPCrash-OutOfMemoryError" line . Please tell me how to do, thank you! Sorry for my poor English.
Breaks in Work logs descriptions replaced with <br />
Previous tickets that contain work logs with breaks (returns) in the description have all been converted from the break into <br /> after we upgraded from Service Desk Plus version 9313 to version 9326. Is there any way to revert <br /> back to breaks?
Business Rules and additional fields of the request
Hello to all, we have installed a new server with 9320 build. After configure almost all parameters, we have encountered a problem with business rules. We cant use additional fields as a condition. After we select a additional field to add as a condition and click "Add to rules", SDP shows this condition as blank and if we try to save SDP shows this message: "No criteria has been added for this rule" Could you help us? Thanks in advance
Reply Email History
I currently use ManageEngine ServiceDesk Plus 9.0 Build 9018. When a user submits a new ticket we will often email the user for additional details the user then replies. A staff member will then usually reply again for more clarification or call the user our question is when we hit reply on the users email none of the email chain is included in our response its blank. Is there a feature which can allow the email history / chain to stay with our replies as sometimes it confuses the user if they
Problem after 9326 upgrade
After we upgraded to 9326 there have been 3 stops with SPD in a week. Service restart fix it. Logfile show this: [10:23:31:193]|[10-18-2017]|[com.adventnet.servicedesk.utils.MSPFactory]|[INFO]|[108]|: Exception creating instance of class com.adventnet.mspdesk.util.AccountUtil| [10:23:31:193]|[10-18-2017]|[com.manageengine.framework.sqlbuilder.AQBManager]|[SEVERE]|[108]|: Error ignored : null| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|: java.lang.NullPointerException| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|:
ServiceDesk Pro will not start
Hello, I am having issues getting the SDP service to start. Every time I try to access the our web portal from any browser I receive an erro message. Here is the message I get from Google: I have tried the following to get the service back up and running: Restart the service Stop/Start the service Stop the service and execute run.bat from the command prompt The last item results in the following error: Any help would be appreciated.
Sending notification failed.
Hello, For some reason our Sending Email function has today stopped working on one of the installations of ServiceDesk Plus that we have. Email fetching is working fine. It's just the sending of email which isn't working (SMTP). As I mentioned, we have other installations of ServiceDesk Plus running and these are all still working as expected. I have tried amending the SMTP settings to use smtp.googlemail.com and smtp.gmail.com and I have tried ports 25 and 587. After each change I have rebooted
Email Reply text - Spacing and Formating - Rich Text Formating
I have some issues with the Rich text formatting when replying to emails. There is some strange behaviour with the spacing of text but isn't always consistent. On the attached email I have added screen shots of the issues I am having. We are using 9.3 Build 9324 but experienced in previous versions as well. Thanks
Add Remove Columns Fields are blank
Hi, Just added a new custom field to one of my forms and now the add remove columns fields are blank. Is this due to reaching a limit? Regards
Request On Hold Mandatory Schedule
Hi: When a Technician puts a request in On Hold status, and not schedule to change status after X days, the request is on hold status eternally, is it possible to change the state after a period of time automatically??, or SLA notification, or Email notifications, etc Regards Enzo Corniola IT Admin
Problem with Actions using Script
Hi Team, I'm having troubles setting approvers throught scripts using a python file named "python_approver1.py" This is te code of "python_approver1.py": SETTING APPROVALS FOR THE CURRENT STAGE: { "operation": [ { "INPUT_DATA": [ "aabarca@ulacit.ac.cr" ], "OPERATIONNAME": "ADD_APPROVAL" } ], "message": "Sample Python script for adding approvals in current stage", "result": "success" } This file is in the following directory: C:\ManageEngine\ServiceDesk\integration\custom_scripts In the
Requester Sees "Not-Auth" for Certain Requests
Hello, we have a requester who cannot see the Assigned To or Status of certain requests. Instead of the name of the technician or status, it just says "Not-Auth". The requester is an authorized requester and should have the permissions to see this information. Any idea what could be causing this? Let me know if you need more information. Thank you!
Return an Item in a PO
We returned one item for a particular PO. I am unable to take it off the PO. I used the edit feature, but it will not let me change the quantity to zero. How do I resolve this?
Assigning Group/Technician Failed Error
Good afternoon, We are receiving the below error message when trying to assign a request to a technician: We're only seeing this happen with two requests currently. It is already assigned to a support group, but when we select the technician from the drop-down menu we get the error message. Any idea what the issue could be? Thank you!
Solutions Missing from Self-Service Portal
Recently noticed users do not have access to see Solutions in top menu. Looking at Self-Service Portal settings I can't add the widget, it appears to be gone. Looking for any input on what to check (permissions, etc).
Agent Scanning - Schedule stopped working
Hi, Normally my SD scans my network at 12 pm each day. lately this has stopped working. Is there any way to get this working again?
Mail Fetching Stopped AGAIN!!!!
Support, what is going on with SD+ ?????? I updated my system to the latest version and now the mail fetching engine is randomly stopping and starting. I've raised a support ticket but heard nothing back. You need to step up response times guys. This is unacceptable. We are losing business as a result of this. First error was Latest error is Error processing email with subjectOfMail : 29091607.xlsx and messageid : <HE1PR0302MB26344EC6A027C9F66A81D57DCB7D0@HE1PR0302MB2634.eurprd03.prod.outlook.com>.
When user reply to request, a new request is created instead of merged into original request
Hello We updated to Servicedesk Plus version 9320 a couple of days ago. And ever since we have gotten at problem. When users reply to requests a new request is created instead of added to the original request. We then have to manually merge the request into the original request. It worked fine before the update. Just to be clear im not talking about closed requests. Anyone experiencing the same problem? Martin
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