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
How to include Added resources when copying a template
Good day, I have finalized a New Hire form and would like to copy it so I can use it as the base for our Termination form. however when I do this none of the resources copy over. How can I get the full template, resources, task, and forms and field rules to duplicate?
Error When Trying to Show All Tasks
Good morning, One of our users is getting the error message below when clicking the "Show All Tasks" button and when trying to show all tasks from the quick actions drop-down. Sometimes they get just a blank white screen, but when they refresh the page the error message comes up. They are able to navigate everywhere else in ServiceDesk except for the taskdetails.cc page. We've tried using a different browser (Chrome and IE11) and still get the same error message. We're running build 9307 and I'm
Technicians Raising Requests
Hi, When our technicians raise requests, unless they know which queue it has gone to, there is no real record of their incident requests. I've gone through every filter to find a ticket when I raise it as an Incident and not a single one shows it. Is there something we need to do to view these ? We can add a custom view , but each technicians would need to do it . P.S Is there a report \ custom query you can do on these custom views ? A
Print Preview error
Hi, Could you help me please to check the error attached, trying to use Print Preview option it's showing only the error: 404 Unfortunately the page you requested does not exist. You made a mistake when typing the page address (URL). Clicked on a broken or incorrect link. The requested page has been deleted. Go back and try again Return to home page And it's not showing the ticket information If you need more information please let me know ! Thank you !
Configure Reverse Proxy for test platform
Hi, I am building a reverse proxy server for our Service Desk Plus. The idea is to use the same domain/subdomain for production and integration builds however I want to point the test server to a subfolder - Test. I am planing to use IIS as a Web server. The outcome should be: Prod URL: https://subdomain.domain.com Test URL: https://subdomain.domain.com/test/ Rewriting to prod internal server IP works fine for me, however I am having issues to set up a reverse proxy for the subfolder /test. Has
All approvers have to approve the submit for approval menu
Hi, Some times in incident management we have to submit for approval, but when I submit for approval, all approvers haven't to approve the incident request. means any approver can approve a request, provided the others do not reject. How to add multi stage approval for incident. Thanks
Ticket in Dashboard is marked as 'OTHERS'.
Hello. A technician account that no longer exists is listed during the assignment. It is not displayed when configuring the technician accounts. There is one ticket marked as 'others'. But I can´t click it. How can I delete this technican account? Thanks and Greetings Jan
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
ServiceDesk service not starting
ello, today we can’t log in ServiceDesk (the web interface Works ok), we reboot the server and now the ServiceDesk service does not start. We have ServiceDesk 9.2 9230. wrapper.log file : STATUS | wrapper | 2017/07/04 07:56:50 | Starting the ManageEngine ServiceDesk Plus service... STATUS | wrapper | 2017/07/04 07:56:50 | --> Wrapper Started as Service STATUS | wrapper | 2017/07/04 07:56:50 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2017/07/04 07:56:50 | Copyright
SDP & Desktop Central Integration - remote connections not creating worklog entries
I have SDP & Desktop Central integrated but when a technician remotely connects via SDP to a workstation the SDP work log is not updated. FYI: We only use DC agents. We we connect we add a reason and the ticket number.
Python script cannot be found
I am testing out the custom python script from here. Script Master - 13 I am getting the error attached. Why is it looking at the BIN folder when all the instructions are pointing to ServiceDesk\Integration\Custom_scripts? The AutoClose.py is in the suggested folder. Python is bounded as environment variable and i am able to call it via command prompt. Phyton 3.6.1 SDP 9309 Regards, JPC
Change requester display name
Hi, I've imported requesters from several ldap. Now I want to organize the requesters. I would like to change their display names to format: "last name" "first name"
Request does not fall within permitted scope
Hi, I have an end-user that receives the following error when clicking on a new request link. Specifically, this appears to be an issue of when this end-user is not the requester, but has been CC'd. When the end-user is the requester there is no issue. "Request does not fall under your permitted scope. So you are not authorized to update the same." How to resolve please? Thanks Roy
SMTP setting with Office365
Hello, Can anyone assist with the Outgoing mail settings of ServiceDeskPlus to connect to an Office365 mailbox? I've tried to send notification after entering the settings below but their settings are not working. I am using the following: Server Name: smtp.office365.com Alternate Server Name: blank Senders Name: ServiceDesk Reply-to Address: same as Incoming address Email Type: SMTP TLS Enabled: Yes Port: 587 Requires Authentication: Selected Username and Password Set When trying to send an email
Backup failes
Hi, I've setup a backup schedule, but backup is failing 'File not found' and I'm getting the below email. I've set everyone read and write permission on the backup folder. Message Dear Admin, 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 Error Message java.io.IOException:
running SDP on IE 11
Could you please confirm if IE 11 is still supported browser for SDP? We are having continuous problems when opening SDP in IE11 e.g. when replying from ticket to the end-user the message is not sent nor saved in the ticket, sometimes SSO pass-through doesn't work and we need to open the browser once again to get the user authenticated or finally SDP throwing "server errors" pages. In such cases emptying Temporary Internet Files helps, but for a very short time. Additional comment: users working
Error on Changing Template for New Ticket
We are getting an error when trying to update the template of a new ticket received. 1. Ticket Received via email 2. Tech opens the ticket in SDP, clicks on global Edit, then change the template from "Default" to another template. 3. SDP throws the error below. However we use the template for some business rules and it is working fine. It also works fine if the template is changed for older tickets (ticket already edited, saved, then edited again to change template.
Service desk fails to start
Hello, I'm on version 9.020 and after a failed attempt to apply a service pack I tried to restart the server. The process seems to be stuck at about 85 % when starting the application layer and this is the screen I get : I followed some of the advice in the forum and when trying to start from the command line using the run.bat I get the following screen. Can anybody help ? I'm completely stuck . TNX
Add Request Curl Example
I am trying to use curl to call the ADD_REQUEST operation. I have tried a couple of different formats to express the request but have not been successful. Do you have any examples using curl to create a new Service Request Ticket? If I use this command: curl -X POST http://<DOMAIN>/sdpapi/request --data OPERATION_NAME=ADD_REQUEST --data TECHNICIAN_KEY=9336CB2B-AE7B-481B-BDA1-5356C6449F23 --data INPUT_DATA@request.xml I get the result <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response>
Service Catalog - SLA
Hi, We set SLA to Service Catalog, our operational hours are from 8:00 am to 17:30 pm. But if the service was created pass 17:30 the clock still counting, and the technician received the alert. And it is out of operational hours, I attached the error. With the incident templates the Clock is counting correctly only the operational hours. How can we set that SLA only count the operational hours?
SLA's still not working properly
Has anyone solved the problem of SLA's not being automatically assigned when an action is taken? Example: Email comes in from customer and generates a request with an SLA of 20 minutes. The first line team have 20 minutes to resolve the issue then it is passed to the second line team who have 40 minutes to complete their work. I have set up a business rule that should change the SLA to the second line SLA when the group is changed to "second line" but the rule does not work. I have to go into the
Spam filter not working consistently
Hi all, On occasion I am noticing requests being generated by internal email. I have set up various rules and included the email address and subjects but still SDP creates requests instead of dropping them. Is there a fix? Thanks
Installed a new SSL Certificate on Exchange Server and now email won't pick up in Service Desk
We updated our SSL Certificate on our Exchange Server (2013) and now we are getting errors in ManageEngine on trying to pick up mail. I've tried all sorts of things and I'm still stumped. When I look at the error logs I see that the connection gets dropped during the handshake phase. Everything I'm finding is pointing me towards TLS1.1 vs TLS1.2 and changing those option in Java 7. I've tried that and haven't had a lot of luck getting that working. Below is a snippet of the error I'm getting when
Duplicate Technician
When I am assigning a request my name shows twice in the technician drop down, both as Eric Griswold and as Griswold, Eric. When I go to the technician list in configuration wizard only Griswold, Eric shows. How can i remove the other "phantom" technician Eric Griswold? We have 38 technicians in the technician list, but the dropdown shows 39 as it includes Eric Griswold. Any ideas would be appreciated. I can only assume there is conflict logic somewhere but I have looked everywhere with no luck.
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