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
ServiceDesk app not starting after installation. Error starting PostgreSQL server
Hello everyone, I hope somone can help. I just installed the free version of ServiceDesk on a Ubuntu 16.04 machine. While the install seemed to have gone through just fine, it does not start. When running the ./run.sh script, it ends up with this message: Server is starting. This may take a couple of minutes ... Free edition... Trying to start PostgresSQL server failed Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details I cannot figure out
Servicedesk Production server Crashing.
We had just recently upgraded to 9324 after we had tested this version on a test server I have set up and everything was fine (though that server only has 5 technician licenses so I can test a full load) Recently (and before the upgrade as well) Servicedesk has been crashing. Originally I was seeing: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ) So I added min and max pool size with the max being 350 yesterday. Today it crashed again but i am not seeing that error.
Scanning dual boot OS
Hi all, We're trying to scan machines with dual OS (MacOS with BootCamp), however, only one OS at a time is getting scanned by the system, Is there a way that both OS will be scanned? We've already tried changing the serial number on Asset records, however, when the system performs scan the hostname gets changed to Hostname_old format. Is there a workaround for this issue?
Tickets not closing due to undetected subcategory
Just upgraded from 9320 to 9323 so I'm not sure where the problem is, but I've got one. Typically, to close a ticket I go to the Resolution panel, enter my info, then set it to Closed when I Save. Now, it will save my Resolution text, but the ticket stays open with a message that says it cannot be closed without a Subcategory. Subcategory is a required field, so the ticket wouldn't be created without it. When I go back to the Request tab, the Status is still Open, even though there is a Subcategory
update from 9.2.34 to 9.3 top menues gone
Hi. Our server is in 9.2.34 and we want to update to 9.3 First I wanted to upgrade directly to 9.3 from this file I've downloaded: ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_1_0.ppm But it said this patch is for 9.3 versions. so I first use this patch to upgrade to version 9.2.38: ManageEngine_ServiceDesk_Plus_9_2_0_SP-0_38_0.ppm and after that I upgraded to 9.3: ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_1_0.ppm After that all top menus are gone and cant do anything. what's the problem? server log:
"In-Reply-To" and Zendesk
Hi there, We're having a bit of issues with a client that uses Zendesk, so I figured I'd try the forum to see if someone might have a suggestion/solution to the issue we're having. The problem is that answers to new issues between the two helpdesk systems get put under old issues/threads, first on their side and then on ours as the old issue thread on their side still contains the ##<issueID>## in the subjectline. The client contacted their support for Zendesk that pointed out that the incorrect
How safe is it to remove Advanced Analytics and add it again?
I think the password has changed and AA no longer talks to SD+. Too wary of these products to just remove the set up and add it again. Has anyone done this? It wont affect the SSD+ database if I do will it? TIA
When editing asset - workstation model is lost
Product: Service Desk Plus Version:9323 Module: Asset management Decryption of problem: When asset is selected to edit, for example workstation and model field is populated in edit window drop down list this field is cleared. Form don't remember what entry was associated with this asset and asking to select again from drop down list. Problem 2: When vendor field is populated in the same asset and you are selecting Model it clears the Vendor also... Please see screenshots. We tested that on multiple
Custom Trigger does not run! Is there a log to check?
Hello, I am trying to run a custom trigger whenever a request is edited or changed. I am using python. Is there a place that I can check if the trigger ran? Error? I looked in the log directory of service desk and did see anything. The Execute Script is: py fixDashBoard.py $COMPLETE_JSON_FILE To execute python, I need to run py instead of python. This is on Windows 2012 application server for
Is it possible to update technician data via API?
Hi, Currently we have integration between our ID management (IDM) system and SDP to automatically add and update our company's employees into SDP via add & update Requester API. However, we encountered error when IDM sends employee data for SDP users who are Technicians. Is there any API that we can use to auto-update data for Technician? Please assist us to resolve this error. Thank you.
Submitted webforms do not have Due By or Respond By dates populated
We have service request templates setup with urgency, impact and priority already set. When these forms are submitted, they do not populate the Due By or Respond By dates, even though there is an SLA in place. What do I need to do to make this happen?
Preventative Maintenance Task doesn't save
Hi I've been having various issues with preventative maintenance tasks recently, inparticular editing the schedule. We were closed for several weeks during the summer so I switched the tasks to a one off event. I'm now trying to switch the tasks back to a weekly schedule however the schedule seems to hang the server preventing picking up email or other issues. I have managed to edit 2 by stopping SDP and then starting it again, however the third one still doesn't seem to save the schedule even after
Unable to start service desk
[root@bkr-tpiticket-01 bin]# ./run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/AdventNet/ME/ServiceDesk JAVA: /opt/AdventNet/ME/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Problem importing images for signature
Hi, Trying to set up a signature and having problems importing the image. Its just a 64K jpeg. I've tried other formats but get the same "Sorry an error has occured" message. Any thoughts? Regards
ServiceDesk Plus will not start
Hello, I am having issues starting the program. I cannot log into the web portal trough any web browser. I just get the following error: So far I have stopped and restarted the service, but it will not stay running. I've also stopped the service and tried executing the run.bat file in command prompt. This last method gave me this error: I'm not sure what to try next.
API FAILS to Add Change
Hi, The API docs are very hard to use because they don't reflect the way to tool actually works. The sample code provided for Add Change doesn't even work in your own documentation! See attached pic. Similarly, the error message i get when using postman is confusing. I have what appears to be all of the correct parameters listed, but continue to get this error. In the documentation "group" and "groupname" aren't even listed as available parameters. FailedGroup is a mandatory field. Please provide
Critical : Error while invoking backup
I got an error when trying to backup to network location (mapped drive). See if anyone can give me some hints. Thanks. Error below: Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com java.io.IOException: The system cannot find the path specified at java.io.WinNTFileSystem.createFileExclusively(Native
Cilent Pc Scan issue(ae_scan.vbs)
Dear Sir, I have upgraded patch “9015 to 9020”on Friday then i observed when i run “ae_scan.vbs” file in client pc ,the file run scan successfully but when I check in helpdesk that pc not scaned. this happen all pc laptop. Please help.
Cannot receive Software License in PO
After updating from 9317 to 9320 we're experiencing problem with receiving software licenses in POs. I've tried it on http://itildemo.servicedeskplus.com (build 9319) too, with same result Scenario: Create PR, create PO from this PR with product type "Software", "Receive items", check items -> Error
Business Rule not changing Status or request- Screen shot now attached
I have created a very basic Business Rule. My process entails selecting a Group in the Request, which notifies users in the Group via email of a request. The user will then reply with a trigger in the email body. In this case, "Client Contacted". The business rule is setup to search the request description, which is the area the email reply populates, and if the description contains "Client Contacted" it should change the status to "Client Replied" . This is not working. I am attaching a screen
SDP agent not work after Update Service Patch v9317 to v9320
We update Service Desk Plus version 9317 to 9320 at 25 August 2017 but SDP agent not work
Incident template custom rule doesn't work
Hello again, When I create rule with condition: "Site" "is" third field isn't suggested (must manually write site name) and the action doesn't work. Please see attached screenshot
SSO authentication
Hi, it seems that SSO authentication is not working when using Internet Explorer. But when using google. chrome, it works fine -> SSO is working. We link from a sharepoint site (intranet), and wen using IE it asks or credentialsl. In Servicedesk Plus we have enabled the following: Enable Active Directory Authentication Enable "Pass-through" Authentication Any idea how come the difference between the two browsers? Maybe it is a IE setting that needs to be set? The version
Filter and show service catalog by user group
Hi, I used SDP 9319. I have problem with show a service catalog to specific user group. I created a user group as "test_group" that include all requester that name is "guest". When I configure a service catalog for just "test_group" from "selected user group" list and save it, it doesn't work and hide it from all requester. but if doesn't limited to specific group, it work and show to all users. I tested this scenario with fresh installation of SDP on other server, Surprisingly it work and doesn't
Can't exclude a device
Setup, Probes, Settings, Excluded devices. Enter an IP address (in the range of the scan), and error message appears on save - Entered IP Address is invalid. How can I exclude a device from the scan?
How to SMS notify to technician by custom SMS provider
Hi, I want to send SMS notification when my request priority was Major. I configured a business rule for this with SMS notification. I attached screenshot from this configuration. In other hand, I don't want to use built-in sms provider like bulkSMS, clickatall, site24x7 and I want to use our SMS provider. 1- Is there a way to add custom SMS provider to SDP ? 2- I can write trigger and script on the MS SQL database that when sms notification created, I read it and send it. Now I can know which table
Technician Login count exceeds the license - in Professional Edition
Hi I'm using the Professional Edition 9 (Build 9241). We logged in with two users on ServiceDesk Plus. These users are technician1 and technician2. Our license is for 2 technicians: image.jpg image2.jpg Today, when trying to log in with the user technical1, the system did not allow us to access the ServiceDesk Plus. We have logged in as administrator and clicked on Admin -> Users -> Technicians, and the user technical1 had disappeared from the list. None of us has erased it. We have tried again to
The critical issue about technician key lost efficacy under https protocol
Dear team: Would u like to check the issue about adding the request with technician key=none or any under https protocol, request also can added successfully. I think it will take critical risk in the product environment of end user. Please check and response. Here is my code: # -*-coding:utf-8-*- import requests,codecs,sys,pprint,xml,json with requests.Session() as s: url = 'https://localhost:8443/sdpapi/request' #/*--替换成实际的URL链接--*/ OPERATION_NAME = 'ADD_REQUEST' TechnicianKey
Robo Technician
I'm looking for documentation about how to setup the tasks & field and form rules for the Robo Technician so it can reset someones password. Does anybody have any examples they can post? I find the documentation really lacking in this area. Thanks in advance.
Jira Integration not updating request
Hello, I'm having trouble with getting the request fields updated after a Jira ticket is created in SDP. It will add a new ticket in Jira OK, but no fields at all in the request are updating with the Jira ticket details. I've gone through the documentation but can't find anything wrong with my Jira.xml or menu. I've attached a sample jira.xml and a screenshot of my menu config. Any help is appreciated. Thanks, Dallas
Incident/Request Additional Fields - Multi Select
When I create Multi Select Fields in the Incident - Additional Fields, I can't figure out the sort order. It's not in the order I added the items, it's not in alphabetical order and it isn't in the order of when they were added either. Is there a way to force a sort order? I don't want to put numbers in front of it. It's going to be confusing to users in the order it's in now. Any ideas?
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