email alert issue
we have installed ServiceDesk Plus version 8.2.0 build number 8201. but having issue in generating email alerts. email configuration screenshots are attached kindly provide solution ASAP. regards, Muqadas.
My Application reverted to fresh installation after starting
Hello Everyone, I have set up my Servicedesk plus application nearly finish, I tried to stop/start on purpose but after restarting, all the configuration and changes were gone. It looks like a fresh installation. Could you please assist this Regards, Eric
SSO stopped working
Hi, Im having a problem with SSO. This was working perfectly fine then one day it just stopped working. I have tried all sorts to get this working. Ive tried creating a new account or resetting the password on the other account, when i try creating a new computer account it says: FAILURE :Unable to access the Active Directory with the credentials specified for the domain. Please check if administrator user name and password is configured for this domain from domain details page. I have gone to the
Lost PO attachments after moved attachment folders
Hi, I have lost my attachment files after have moved the attachment folders. Other modules than POs seems to be ok. Have any one experience this problem? Paulo SD+ 9.3 Build 9302
Site Field Does Not Update When Requester Is Changed
I reported this in a previous post but have not seen any response or acknowledgement of this bug: https://forums.manageengine.com/topic/site-field-should-have-more-controls. I have validated that the requester records are properly setup with the site information and if I go into the ticket and re-select the requester, the site field does not populate as expected. Here is the use-case that I have validated: email comes in and creates a ticket associating the requester email address to the correct
Resquest tab inaccessible after upgrade from 9304 to 9315.
Hi Guys, After upgrading SD+ from 9304 to 9315, I am unable to access the “Requests” tab. Every other tabs (Home, Changes, Solution …) works fine. Shall I restore?
Add Request API Syntax
I am able to add a new request via the REST API, but it is ignoring the date fields that I am passing in and just using current date/time. I'm using the format dd MMM yyyy, hh:mm:ss. Any ideas as to why this doesn't work? XML <Details> <parameter><name>requester</name><value>Smith, David</value></parameter> <parameter><name>subject</name><value>The subject of the request</value></parameter> <parameter><name>description</name><value>The description of the request</value></parameter> <parameter><name>callbackURL</name><value></value></parameter>
My Tasks Showing Closed Tasks
On the home screen under "My Tasks" it shows a list of tasks that have long been closed. Is anyone else seeing this with the newest release? Just started happening with 9.3 Build 9304
RequestCloseLink
Добрый день! SDP 9.1 Сборка 9118 При уведомлении автора о том, что заявка решена мы просим автора подтвердить решение. Столкнулись с тем, что для некоторых авторов гиперссылка не вставляется (ссылки нет, просто текст "здесь") Прошу помочь! С уважением, Дмитрий
Software licensing details inaccurate
Hi, We are currently trying to get our CMDB up to date with licencing, and we have come across a problem where the totals in the Software Details tab are higher than those in the installations tab, resulting in our software showing as under licensed even when we have available licences. For example, we have verified 118 installations of visio, and 194 licences purchased, however, the totals on the software details tab show 123 installations with 5 unlicensed. But when we go to the installations
\n and \r showing in POs post 9.3 upgrade
Have noticed that all our pre-9.3 entered POs in the system are showing \r and \n in Shipping Address, Vendor Details and Billing Address. Not sure why those are now showing as they previously weren't. Has something changed with those fields so that escaped sequences are now being shown literal? How can I go back and remove all the \r and \n from these fields, is it a dB UPDATE I should/can run?
How to merge two service catalog
Hi, Do you have any solutions to merge two service catalog? Thanks
How do I control the order of Check Box items in a Resource question.
Hello, Im trying to add checkbox items into a question. I wish other to be at the bottom However it comes out in a random order not related to order put in or not even alphabetical. Can you please help? Jonathan
We are unable to import ESXi hosts to add to our SDP inventory/assets
We are unable to import ESXi hosts to add to our inventory. We do NOT have VCenter and instead run standalone ESXi Hosts. We can manually scan them and a XML File is created, however we are not able import it. We can add our Linux KVM VM hosts just fine, however we'd like to import our StandAlone ESXi hosts as well for adding asset to the change controls, tickets, problems etc.
Please help me
Help, I can not start the server from the help desk and I can not see anything, I initially uninstalled the program by mistake, but when trying to install again I could not execute it, I really need help. Tells me that port 8080 is busy, so I change it as I found on some pages but the problem persists
How do I change a login username? (for a technician)
We just discovered the Service Desk Plus iPhone app and would love to get started using it. Unfortunately, quite a while back I used my Active Directory username, but did not have it authenticate against AD/LDAP. Now I can't log in to the mobile app because my username is the same as a directory username, so the app gets confused since it isn't multi-domain aware. Any thoughts on how I can change my username without changing any historical data? I imagine my username should only exist in one location
upgrade versio
whats wrong ... i would like to upgrade my version and i check this Your Version : 9.3 Build 9300 Latest Version : 9.3 Build 9314 [Details] then download this : ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm but when i run the upgade it say , its allready there the patch how can i be ? thanks \
passthrough auth fails
after upgrade to latest version of sdp passthrough authentication has failed below is exert from jesper.log 2017-07-01 02:00:55: NETLOGON: Bind successful 2017-07-01 02:00:55: NETLOGON: Session authenticated 2017-07-01 02:00:55: NETLOGON: Secure Channel encryption installed 2017-07-01 02:00:55: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2017-07-01 02:00:55: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2017-07-01 02:00:55: HttpSecurityService: Domain\username successfully
Cant connect to mail fetching error.
Hi. Seeking help to connect to mail fetching, its keeps saying error to mail. We have: exchange 2013 on a windows 2012 server the servicedesk is installed on a windows 2012 I am confused about whish account I should use to connect with. A domain account or that mail account? see picture.
Upgrading from 9307 to 9314
Hello, Last night I tried upgrading our ServiceDesk software to the latest build. I performed a backup of the database and then when the Java UI came up to select the service pack file I downloaded from https://www.manageengine.com/products/service-desk/service-packs.html I get a message that says we are already on the most recent build. However in the about section of ServiceDesk it still says we are on build 9307. Any help is greatly appreciated! Thank you, Skylar
Custom Trigger Bug
Dear All, I understand that this was a bug with reference to Id SD- 62613 .But when ever the custom script is run it brings the error below. I am currently using 9.2 Build 9239. Do you think upgrading to the latest version would solve things as the custom trigger is a major requirement for most of our automation. Kind regards, Seruken
the server is not running, please help me
I have a problem to start the application, uninstalled it by mistake, but when trying to reinstall it has been impossible, try many times but the problem persists, the server is not started correctly and could not view the application again, please help . I tried as I said in a forum to change the port but I still can not make the application work.
How to Scan Esxi 6.5 or vSphere 6.5
I really don't want to scan the vm's that are associated with vsphere I just want to get the physical hardware information. I have tried this a few different ways and haven't had any luck. We have created a user in vSphere and gave it read-only permissions. We than added this user as a Vmware-Credential in the credential store. I have tried to use this user to scan the individual hosts as well as the vcenter server. I always get a "credential not configured" error. I really, really DO NOT want
Unable to edit assets in SDP
Dear Support, I am getting an error message "Loading Failed" whenever I try to assign an asset to any user or department. Is there any way to fix this? The DB is PGSQL and build is 9300. The log files are attached.
python scripts do not run
When we try to execute a python script from a custom trigger the message we get is “Return Message in Request Action Menu Invocation :: successfully executed”. However the script doesn’t work and from the logs we see these errors: 4:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|: java.lang.NullPointerException| [09:39:34:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|: at com.manageengine.servicedesk.actionplugin.workorder.WorkorderActionExecutor.handleReturnOperation(WorkorderActionExecutor.java:144)| [09:39:34:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|:
FCR UNMARKED
Hello All, Can you please let me know what does the below operation mean? Operation: FCR UNMARKED, Performed by the System I see this event in the "history" tab of any given ticket but I am unsure of what is this action and why the system does it on marking a ticket as resolved. Thanks and Regards, Kishore Kallavi
SLA's broken. Again.
This is getting silly now. I've set up a business rule that sets the priority for incoming email to 20 minutes response and 21 minutes resolve time. It was working but now I am getting this?????????????? We are trialing this for an important business function but I am rapidly losing any faith in this application to do anything in a remotely consistent way. The idea of paying for support sounds good but if there are going to be this many issues I wonder if I would be better off looking else where.
Project don't display in gantt view
Hi as you can see in the screenshot projects don't display in my user Projects>Gantt View properly. Projects display properly in local administrator user. my user role is project admin and my servicedesk plus version is 9.3 Build 9313 Thanks
Error
Hola Tengo este error como lo puedo solucionar ERROR:Configuración de correo electrónico se guardaron correctamente. Pero se produjo un error al intentar comprobar la conexión con el servidor de correo electrónico - No se puede abrir el buzón de correo en el modo LECTURA/ESCRITURA. Saludos!
reference url in notifications does not show server's fully qualified domain name
Hello, Please assist how can i make the email notification's parameter ($RequestLink) show the server fqdn? Our SDP is installed in centos machine (joined to domain with DNS records) and i have changed host name to server's fqdn (helpdesk.domain.local) But when we receive any notification the click for details info only shows: "Click for details: https://heldpesk:443xxxxx" Thank you assistance, Vanessa
Support >> Community Tab
Hello Team, I have been requested to provide the support file from Support >> Community tab. Where can I find this file in the GUI? Thanks and Regards, Kishore Kallavi
Scan Now is not removing software from computer that has been uninstalled.
Software is still not removing from list for computers, when it has been uninstalled from computers. Even when we re-run the scan on the computer, the software stays there. We have to manually go in and remove the software from the list for the computer, in ServiceDesk. Then re-run the scan.
Prevent to uncheck tasks when creating a request from a Request Catalog
Hi, How to Prevent to uncheck tasks when creating a request from a Request Catalog. It should be mandatory.
Assigning of tickets after Business rules are run
All, We've setup some business rules to route tickets to our various site queues. This works great until you have some techs that don't check their queues for a week. Is there any way to auto-assign the tickets once they are in these site queues? If possible, using level of effort as the main load balancing medium. Thank you, Tom
Failed to start the server
[10:47:21:150]|[07-11-2017]|[org.apache.catalina.core.StandardContext]|[SEVERE]|[30]|: Error starting static Resources|java.lang.IllegalArgumentException: Document base /SD/ManageEngine/Servi ceDesk/server/default/webapps does not exist or is not a readable directory at org.apache.naming.resources.FileDirContext.setDocBase(FileDirContext.java:140) at org.apache.catalina.core.StandardContext.resourcesStart(StandardContext.java:4894) at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:5074)
Patch 9312 can no longer login with passthrough on any browser
Trying to keep on top of the IE11 issues, thought I'd patch to 9312. Can now not use passthrough to log in with any browser (IE11, Chrome, Firefox). Receiving the message "NTLM Failed Redirecting To Login Page." Having to restore back prior to patch.
Bug in Google Chrome 57.0.2987.133
Currently when on Google Chrome Version 57.0.2987.133, when clicking on the Reply button in a request and starting to type - after a few seconds you can no longer type unless you hit Return a few times or re-click back into the field you were typing. We have tested this on multiple computers on this chrome version and all of them have the same problem. Could this problem be looked into or confirmed? We are on Build 9224 in case this was something that was fixed between then and 9306.
PostgreSQL Error
Hi, We use Qlikview to report over our Service Desk Plus postgresql database via an ODBC connector. We pull in the records using the following query: SELECT * FROM servicedesk.public.workorder Now this has been working for a while but has recently stopped because of the following error: Error: SQL##f - SqlState: 22P05, ErrorCode: 1, ErrorMsg: ERROR: character with byte sequence 0xef 0xbb 0xbf in encoding "UTF8" has no equivalent in encoding "WIN1252" I suspect this might be down to the ODBC connector
ServiceDesk Plus - Email Signatures
Hi there, Unfortunately, since our cached Manage Engine folder was re-created when Manage Engine support last resolved an issue for us, our email signatures no longer show in our replies from within ServiceDesk Plus. I've tried renaming the cached folder again so that another is automatically recreated, however this has not resolved the issue. I've also tried removing all signatures that our technicians have set up and created them again without success. Is this something anybody else has previously
Request time created does not change with site and group
Hello, Just wondering if the created date and time of a ticket is "craved in stone" and does not change when the ticket is assigned to a new group in a separate site: Example: Email is auto assigned to team member in site A, group A with an SLA of 20 minutes. The team member will then assign the ticket to the site and group called B. The SLA for B is 40 minutes. which does apply but its from the time the ticket was created, not when it was assigned to the B team. This is central to my UAT and
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