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.
Adding exchange email account under mail server setting in Service Desk Plus
Hi. I have problem when i tried to add exchange mail account under INCOMING tab in mail server setting. I put server name as : mail.company.com username: servicedesk@company.com password: password E-mail address: servicedesk@company.com E-mail type: POP Port : 110 Fetch email every : 1 minutes But, then after i clicked on Save button, the error message appears: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server. Weirdly, under OUTGOING
No license key detected on scanned software?
Hi, We're having problem in managing our software licenses. We cannot allocate our software licenses to installed software because of no license key detected by the scan. All license key are empty, except for installed Windows 7 pro license keys. Our workstations mostly using Windows 7 Pro 64 bit, while some windows 8.1 pro 64. Our ME SDP is the latest 9.1 build 9112
Email sending notification failed
Attaching server0.txt Using office365 and tried all settings but couldn't send mail out via smtp.office365.com
JIRA Integration
We are trying to integrate JIRA and SDP but i'm hitting a wall when i click the create ticket menu in the Actions menu. Logs show below. Read through all the links but it's really not helpful at all.
Unable to send e-mail from serviceesk plus
Unable to send e-mail from servicedesk plus Ticket 8075777
Error has occurred during response
Hello, I am getting this error: Randomly in Servicedesk, even when I am not doing anything. Once I click OK, it just opens a new browser window to the login screen. This started after updating to 9307. This was out upgrade path: 9224 > 9300 > 9307 Is there someone I could work with to figure out why this is happening randomly? I am unable to reproduce this issue. Looking through the logs I am not finding very much other than many "org.jboss.web.tomcat.security.SecurityAssociationValve" entries
HTTP Status 500 after login
Hi, after logging in with my admin credentials, i got the following error message: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86)
org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1201)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:177)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
failure: Migrating service desk plus to a new server -SDP 9237
Production server: servicedesk plus 9237( upgraded to 9237), postgresql Test server: install fresh 9237, mssql The SDP production server has been upgraded from 9.0 to 9237. The table workorder has 29 columns of ServiceDesk 9001, including workstationid column. And in the production server, the table workorder has 32 columns of ServiceDesk 9237 upgraded from 9.0 to 9237, including workstationid column. But , it is found that the table
Request- Attachments not found
I recently migrated SD+ over to a new server. The details please click <https://forums.manageengine.com/topic/migrating-service-desk-plus-to-a-new-server-sdp-9237/reply> After I've created the request, I am no longer to view attachments within Request. When I click on the request 185437 to view attachment, it says "File was not found". I found that the path C:\ManageEngine\ServiceDesk\fileAttachments\Request\Jun2017 has only one folder. I added a screen shot of the error. **Path ** The request
new request additional field get data from requester additional field
hello I get a ServiceDesk Plus lic for my company and I installed it and import data from csv file that is ok we have requesters and i add 2 additional request (IP and LINK) and I edit request template and add 2 single line field to request template (IP and LINK) when we add new request it get name and departement name from requester detail and fill the request form automatically but not for IP and LINK field hoq we cat do somthing to fill the ip and link fields in new request form when we add
Using GMAIL in the setup
Folks Just starting with ServiceDesk.....not having good luck setting up GMAIL as the incoming mail server. Anyone out there know how to do this? Thanks!
requests automatically having a resolution submitted
We require all tickets to have a resolution filled in before closing however after we upgraded to the newest version all new tickets created have an auto resolution from the system. This is allowing all the techs to just close the ticket without putting a proper resolution. How can i fix this? image attached.
Add a Font to SDP
Is it possible to add a new available font to ServiceDesk Plus? If so, can you describe the process and the type of font (.tt etc) to use? We have an in house font our Marketing team is using, which they would like to incorporate into ServiceDesk Plus. Thanks, Steve
Logging into Self-Service Portal creates a new Requester account
Good afternoon. We are just starting to use the Self-Service portal and found that when a requester logs into the portal, a new account is created under requesters. If I modify the new account to have the correct information (full name, email address, etc., the user cannot see their submitted ticket any longer in the portal. I noticed the domain name pulled from Active Directory is redplanet1.org (Canonical name) but users are not able to log on when they choose that domain in the drop down. They
Upgrade from 9.2.18 tom 9.3.0 claims success, but logs say otherwise and no local auth
When I try to upgrade a functional copy of our production, licensed, SDP server in dev it will claim success, but the logs show errors. Then, I can no longer log in as the local admin, even if I manually run the pgSQL commands to change the password to "admin" The errors I get in the file are: Jun 22, 2017 9:19:30 AM [com.zoho.framework.utils.FileUtils] [WARNING] : Unable to delete file [C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServerContainer.eear\AdventNetCoreContainer.ear\AdventNetCIS.jar]
Issue with Mail Fetching
Mail Fetching not working even all the server setting are correct.
service desk plus configuration on Android
Please advise on the below error message coming on all Android app, please advise if you want more details to provide. Error message "Could not connect to the server" Server: servicedesk.adports.ae Port: 443 Https enabled. API code generated. MSSQL 2014 on a separate server version: 9.3 Build 9311
Can't print from IE11, Chrome works fine
In Internet Explorer only, when users or technicians are signed into Service Desk Plus, if they open a ticket, navigate to Actions > Print Preview then click Print, the following text is printed: ManageEngine ServiceDesk Plus Page 1 of 1 404 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 The URL down the very
Organization role shows duplicate entries
Hi, Greetings I see two entries of the Department Head in approvers List, Where as there is only one in the "Organization roles" section. Please advise on how to remove one that is not in the "Organizational roles" section. License Info License Type = Registered Product = Professional @Name = Muralee D.@ @Mobile Number = 050 6424099@ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9309@ @32 / 64 bit installation = 64@ @Logged in users = 2@ @Zone = Asia/Muscat@ Thanks & regards
SSO
Upgraded to the latest version of SDP now SSO does not work. How do I revert back to the older version of SDP or get SSO to work with the new version
ServiceDesk Plus Performance
Hi, sometimes when I login or when I use ServiceDesk Plus the application freeze for 10-15 seconds, in general the application is faster. We are using the application only for 2-3 person for testing. The VM is 4CPU and 4Gb of Ram. What can it be? Regards.
Cannot connect to Cisco IP Phone
Hei, I get a "Cannot connect to Cisco IP Phone" error message while scanning Windows servrer. Does someone know why?
Record Immutable
When defining numerous networks, after the 6th network, I receive the error " FAILURE :Row is immutable. Cannot modify it's contents." This happens regardless if your database backend is MSSQL, PGSQL
Request Creation through EMail not working.
Hello Team, We have problem with fetching emails. when we click on start fetch emails, showing fetching status as running for some time and suddenly got stopped. I tried sending test emails to the incoming mail id, but request is not getting created. Please advice us on this. Below are the mail server settings.
Java Config File Settings
Is there information available how to adjust memory and other settings in ServiceDesk Plus Java Config file?
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