Self Service not generating ticket for specific user
Hello, We have one user (That we know of) that the system is not creating a ticket for when he sends a request to our self service address. The logs show : [12:54:14:606]|[08-11-2017]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[SEVERE]|[125]|: Email is received from a new mail id : User@ourdomain.com. Configuration is set as NOT to receive email from new email addresses. Hence going to return null for user id.| This is not a new user and they could create tickets without issue in the past.
Email to notify not populating for requesters
Salutations! We have an incident template that we use to coordinate moves between facilities, IT and the user, where the user is added via the "email to notify" field. If a facilities member fills in the template the "email to notify" field does not populate with email addresses from AD, while our technicians do. Is it possible to have this field populate email addresses for requesters, or is that feature only available for techs? Thanks! Sean
scheduler - backup technician
Hello, Here is my scenario. I went on holiday until August 8th. Before leaving I entered my leave in SDP and selected the "Move requests to unassigned state". Now I've been back for a few days and when someone attempts to assign a ticket to me where the ticket has a DueBy date that lands during my leave, they are unable to. They get a message indicating "WARNING :Technician assigned but is unavailable on this request DueBy Date". When they check the ticket, it remains unassigned. In the past, I'm
Edge in Windows 10 duplicates attachments
Hello, We are in the process of upgrading to Windows 10 and noticed that when adding attachments they are duplicated in ServiceDesk. Can the be resolved? Thanks,
Task permissions question
Has there been a change in a recent update of SDPlus that you can only see tasks assigned in your name? We used to be able to see other people's tasks, but now it is only your own you can see, even if you create the task. As an admin I can see some but only the older ones, any new ones created I cannot see unless it is in my name. Is this a deliberate change?
Appending Description Field
Hello, Looking for a bit of advice, I've added the below script, and it pulls through the details as required, however it adds the description_to_add twice. Also, unless I this to On Create only, if the Request is Edited it adds another two lines each time it's edited. I can keep it at On Create Only if required. var existing_description_content=$CS.getDescription(); var o=$CS.getValue("WorkOrder_Fields_UDF_CHAR14"); var d=$CS.getValue("WorkOrder_Fields_UDF_CHAR15"); var c=$CS.getValue("WorkOrder_Fields_UDF_CHAR7");
Move to another server
Good morning! We tried reinstall ServiceDeskPlus on a new server but was occurred errors. Service Desk do not open in this new server after restore backup. I tried migrate with a full backup and a trimmed backup, but the same error occurs. The old server have DB MySQL, and the new server have Postgree - Is this a problem? Logs attached. Thanks.
Customize Login Page
I am trying to modify the login screen for ServiceDesk Plus. I have followed the steps in this post: https://forums.manageengine.com/topic/customize-login-screen-add-policy-warning with the exception of modifying the .js files. I can make the changes to the html that I need to make but I'm having an issue with the login portion. Before I make changes I just wanted to test the functionality to make sure it was still working before I made modifications. The page comes up and looks like it normally
SD doesn't start
Good Day All, Please assist. I'm installing a SDP for the first time on a Windows Server 2008 R2 SP1, with all the default settings etc. as per the installer. When I start the SDP service, the GUI is showing Application Layer started............ and it stays like that for hours. I've attached the log files for your reference. Thank you in advance. Kind Regards Kobus
Auto-assign tickets after business rule
All, We've setup some business rules that will assign a cat/subcat and move them to the appropriate location queue. From there our techs will need to pickup the tickets and work on them. Is there a way to assign these tickets to our techs automatically within these site queues, using load balancing and level of effort? Thank you, Tom
CAB Approval - Python
Hi, I am following this link to automate adding CAB Members to Change request: https://resources.manageengine.com/resources/resource/python-handling-change-cab-approvals-through-custom-triggers But getting this error in history: "Error processing the response of Custom Trigger 'Add CAB Members' for the operation: 'UPDATE_ROLES'. Kindly refer logs for more details" - We have different CAB Names: "CAB Members", "CAB Finance" etc - "Impact" are customised: "1.Affects Business", "2.Affects Department"
Chatt settings
Hi I am trying the new chat function. Buy it have a very difficult settings. I can only exclude stuff. How am I supposed to block all our 5000 requesters in 15 sites and allow just two requesters?? There two exists in one of there sites too. Add a simpler settings like this: Disable chat for all users [ON] And enable chat for these requesters only: John Doe, Jane Doe SDP: 9317 MSSQL 2014 //Peter
Manageengine service does not start
I'm migrating Manageengine SDP to another server. I installed manageengine servicedesk plus on the new server, but after restoring the backup it does from the other server, the Manageengine service does not start. That may be happening, the two servers have the same version of SDP and MSSQL
Problem to restore a backup
When I restore a backup, the following error occurs: Aug 09, 2017 4:29:23 PM com.adventnet.db.adapter.Jdbc20DBAdapter initialize SEVERE: Exception occured while initializing datasource. Aug 09, 2017 4:29:23 PM com.zoho.framework.utils.crypto.EnDecryptImpl decrypt SEVERE: Encryption failed Database started ************************************************** ******************************* 0 tables found ... Please start and stop the server once and then try to restore the backup data ... **************************************************
Can't see technicians as a technician
Hello everyone, So a colleague can't see other technicians in the technician tab. But other technicians see every technician in the tab. Also the privileges and roles are the same for all technicians. So we don't know exactly where it goes wrong. Only he has the problem, even if he logs in on another pc where it works for me, it still doesn't for him. The picture below gives you an example of what he sees - it's Dutch, but it basically says 0 out of 0. If I go into the tab, I see 1 out of 5. Does
Chat Function in 9315 not working
Hi I've updated our system to 9315 yesterday and enabled the chat function, I've also set up a Support Group with my Technician account as a member and enabled notifications to myself on the group setup. When I initiate a chat from a test user it shows as unpicked and finally missed on the Chat admin screen but it never flags on my chat area that a chat is pending. Could this be a firewall or other issue? Thanks
Password policy for local accounts
Is there anyway of applying a Password policy (ie. Minimum 8 characters, 1 number, 1 punctuation mark, password expires after 90 days etc) when the servicedesk is not connected to AD and using local account authentication? Cheers Simon
Disallow Request Closer of Associated Task Aren't Close
I am trying to put in a rule that if all takes aren't closed a request can't be closed. How can I accomplish this?
manageengine cti integration with elastix 4.0
Hi Guys, i've setup manage engine service desk plus msp on a server and I'm trying to enable cti integration with my pbx. I'm using elastix 4.0 as my pbx but so far I've not been successful, I've followed all the steps including setting up telephony server setiings and enabling screen pop for a rep but still no luck. I'm on a deadline and I really need help. I was hoping it would be straight forward but I'm stuck as it is, any suggestions or help would be helpful.
Help Required - Departments Missing
Hi I deleted a few sites in the system. The result now is that I cannot see any of the departments. They show in drop down lists everywhere ( Assigning Workstations to Departments etc but there are 4 to 5 same departments- Example Urology Ward appears 5 times in the list) When I open the Departments Tab from the Admin menu I can only see one department ( See attached Screenshot) Can anyone tell me what happened? And whether I should be worried about this ? Since I can add new departments normally
Issues with importing Workstations with similar names
Hello all, We are currently pushing out the 'ae_script.vbs' script via SCCM to our servers on a weekly basis to populate the asset database. We are having an issue where it seems to be skipping some of our servers as they have similar names. I found the following in the log: [10:25:53:081]|[07-25-2017]|[com.adventnet.servicedesk.asset.util.AssetUtil]|[INFO]|[90]|: Do not update the history if there was ignorable memory difference :WORKSTATIONNAME - wasp-app2.Domain - wasp-app1.Domain. I'm not sure
Helpdesk Request could not be sent
We just integrated ServiceDesk Plus MSP (professional) with our Desktop Central MSP (registered version). We've already configured ServiceDesk Plus MSP Settings successfully in Desktop Central. When submitting a ticket from an agent station through Send Request to Help Desk on the system tray, the tickets goes to ServiceDesk Plus MSP - Request successfully but we keep on getting this error: Helpdesk Request could not be sent. Contact your administrator to verify "ServiceDesk Plus Settings". We also
Reply as issue
Hello Team, I try to send reply as support group email, but requester receives an email from the main account always ex: I send a reply to nghi.vu@domain.com from admincare@domain.com But nghi.vu receives an email from itsm.mail@domain.com Support email: admincare@domain.com (already alias of main account) Main account: itsm.mail@domain.com (which configured in Incoming/Outgoing) Requester email: nghi.vu@domain.com Please help to check
Debugging SDP Dashboard
Dear Support, I have a problem with the Dashboard diagrams. There is an option to filter the requests by "Support Group". We have a support group named "Desktop, Local Support". In the case of selecting only this group to filter the output, widgets don't refresh. In every other cases widgets refresh and show the proper output. It means I can filter any other support group or using dashboard without filter everything work fine. Is there an opportunity to troubleshoot the operation of the dashboard
Emailing an update now opens a new call
Previously if we emailed an update to an existing call to our Service Desk and put ##reference_no## in the subject line, it updated the existing call however now it is opening a new request. I assume this is a rule change but can somebody point me in the right direction, please?
Assign a request to a support group in a round robin/load balance scheme
Hi, We have the requirement that we wish to have a request be assigned to a technician within a certain support group. This will work off a custom field we added called "Application". The support group could contain multiple technicians, so we would also like this assignment to complete in a round robin / load balancing scheme. For example, a new request comes in and the application is set to MSWord. We would like SD to get this request, have a look at the technicians in the WordProcessing support
connection dump
Dears, Is there any monitor tools to help me how many connection or user login or cashing on the system please advise BR Mahmoud Nour
Pick list items not sorted alphabetically anymore
Hello, After migrating to build 9317, as soon as we update a pick list additional field, the pick list items are no longer displayed in alphabetical order. This is an issue, especially in the admin view, because we are unable to locate the items that should be updated or deleted. Example: Before upgrading (build 9309) After upgrading (build 9317) How can we solve this? Best regards, Demetrius
Unable to submit ticket to an alias email
Hello Team, 1. I have the following incoming email configuration 2. Send an email to 911test@lazada.com 3. But the ticket was logged under itsm.mail@lazada.com email As a result, it's not routed to my support group properly Please help to check Regards
]Jira integration] Error: Check Jira Xml file configurations and Jira server connectivity, please check the log file!!
Hello Support team, I have followed this instruction https://servicedeskplus.wiki.zoho.com/SDP---JIRA---HTML---Integration.html But the error occurs when clicking on action menu On the server where hosts this application, I can connect to Jira via browser (can login, create ticket, etc) Please have a look at my logs [17:26:51:557]|[07-20-2017]|[com.manageengine.servicedesk.actionplugin.workorder.util.RequestActionExecutionUtil]|[INFO]|[80]|: Get Particular External Action Menu Details::{"MENUID":301,"NAME":"Create_Jira","DESCRIPTION":"","ALL_ROLES":true,"FOR_TEMPLATES":1,"ISENABLED":true,"EXECUTORTYPE":"class","EXECUTOR":"com.servicedeskplus.integration.JiraActionImplementation","HTML_LOAD":"Create_Jira_Ticket.html","HTML_FOUND":true,"SELECTEDROLES":[{"id":49,"text":"AERemoteControl"},{"id":82,"text":"EnableCMDB"},{"id":301,"text":"MEAgent"},{"id":602,"text":"MELead"},{"id":302,"text":"MEManager"},{"id":601,"text":"MEWriter"},{"id":4,"text":"SDAdmin"},{"id":61,"text":"SDChangeManager"},{"id":51,"text":"SDCo-ordinator"},{"id":30,"text":"SDGuest"},{"id":37,"text":"SDReport"},{"id":109,"text":"SDSiteAdmin"}]}|
Hello, I've inserted some Incident - Additional Fields from databse.
Hello, I've inserted some Incident - Additional Fields from databse. There are lots of fields that we don't want to insert them by hand and maybe there will be updated by another database, and these fields should be up-todate. So, I decided to insert them on database side. For test, I first inserted parent field, which is picklist, but not any values and see that in table [ColumnAliases] one row inserted with [COLUMNNAME]='UDF_CHAR8' and [TABLENAME]='WorkOrder_Fields' for the rest I've inserted field
Backup Issue
Dears, please need your advise for why when I take a backup divided into two parts as per the below BR Mahmoud Nour
Notify technicians when request is updated and unassigned
Hi, I was wondering if it is possible to setup SDP so that when a request is marked as unassigned and the request is replied to that all technicians are sent the reply? Alternatively, is it possible to have a technician assigned to all newly created and unassigned calls, but that a notification isn't sent to the technician that a request has been assigned to them? To put this into context, there are occasions when certain calls are left unassigned and there are instances where these unassigned
CAB Cannot approve change
I face the approval issue on servicedesk-plus version 9.3 Build 9314 while CAB approving the change. The message show dialog and said "You are not authorized to perform this action" after CAB clicked on "Recommend" link under their name. I can't re-produce this issue. It not occur with every change nor every CAB. Please advice me, Thank you in advance. Jeerasith.Sr
Incident Template Question -- create additional incidents instead of tasks
I want to create an incident template, however instead of creating tasks associated with the incident, I want to create subsequent incidents. for example: New User Template User submits template and instead of creating 10 tasks that need to be completed for the new user, it creates 10 additional tickets for items that need to be done assigned to specific technician or groups based on what the item (task) is. Please help
Disable Default Request
Dears, kindly be noted that I disabled the default Request from the Self-Service Portal Settings but when user open the ManageEngine Service Desk from internet explorer 8 get the mention snapshot I know that user must upgrade the internet explorer but there is link the below warning to allow user open ticket with the default request, How can I disable this link please advise
Update Request Via Email
Since upgrading to 9.3 Build 9317 whnever we send an email with the request id in the subject (eg. ##1234##) It creates a new request rather than updating the request specified in the subject. Can this be turned back on or has this feature been removed?
Service Desk Plus is close after run.sh
After executing run.sh, the script is paused. Start the system but if I close the putty or cancel the line, the system makes a shutdow. Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 27 days ServerContainer [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [CREATED] ServerContainer [STARTED] AdventNetCC [STARTED] AdventNetServiceDesk [STARTED] Server Started. Please connect your client at http://localhost:8443 at this point, all its OK... i can loggin
Is there a way to make Parent and sub folders in the Asset Groups?
I have groups of many PC's that I would like to set up in Asset Manager under Parent Folders. For instance. for the way our business is broken down you have several Zones 1-4. And each of these Zones would need to be broken down further into sub-group folders by the different satellite locations, then I could assign assets that way. This would be to mainly simplify areas and run direct reports if needed. Is there a way to get this structure setup in the Assets section with Parent Folder followed
CMDB - Discovery not detecting IIS and Websites
What would cause network or agent scanning discovery of a WIndows IIS Server to detect all software except IIS and the hosted websites? We heavily use IIS website hosting for our crititcal business component websites and their discovery/scanning for changes is critical to populating our CMDB and automating our CMDB auditing.
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