Product Type page is empty and Add New Product Type throws an error
Within the Asset Management section of Admin, if I go to the 'Product Type' screen, I get no list of product types, just an empty white screen [screenshot attached]. If I click on 'Add New Product Type', although the new product type form does show, I also get an error at the bottom of the screen [screenshot attached]. However, our previously created product types are still there - if I add a new product, the Product Type dropdown is correctly populated [screenshot attached]. I think this started
Integrating other teams into SDP
Hi All, I need some help with setting up other teams in service desk plus. We currently use servicedesk plus for Change Management, Security Incidents, and IT Tickets - All Tickets get logged when our staff email itsupport@...com We have a new director starting and wants our Faciliites and Accidents and Incidents Team members to use the Same Service Desk Logging System. 1) I'd like to know if we can give them access in a way when someone emails accidents@..com and incidents@...com we can get tickets
Change permissions not working - 9307 Build
Hi, We have a Change Role called Peer Reviewer who has Edit permissions in the Submission and Planning stages however the Technician who is assigned the Peer Reviewer role is not given the Edit button when viewing the Change record.
Reply by email sent from the helpdesk
How do I enable reply by email for the requester and sender. I want the requester and sender to see all replies to helpesk email.
Other Team's Using our Service Desk Plus Instance.?
Hi, I need some assistance please. All tickets that are logged get generated to ITSUPPORT@UPNORTHGROUP.COM We have been told that Facilities, And Also Accidents and Incidents would also like to use the same system to log tickets automatically using our Service Desk System. I do not want to see these incidents coming in as some of these may have strict salary information and other information myself and Paul want to keep separated I would like to know is it easier to run another instance of
Time out by one hour
Hello, I am having an issue where the logged time for our calls is one hour behind. See the attached where a call that was logged at 8am, is displayed as coming in at 7am. The time is correct on the server and also the correct time zone is selected under individual accounts (Personalize etc). What needs to be done to fix this? Many thanks, Mike
Trouble connecting to psql database
Hi, I am having trouble connecting to the psql database on the local server where the Service Desk is installed (v9309). I am using this command psql.exe -U postgres -p 65432 servicedesk in the "bin" folder location via a command prompt but I get the following error: FATAL: no pg_hba.conf entry for host "::1" Has anyone seen this before? Thanks, Lee
Change Workflow edits are editing another Workflow!! Help!
(Reported with respect to ServiceDesk 9003 Enterprise) Essentially, I edited the SDGeneral workflow (no longer the default) and a duplicate of the SDGeneral workflow (which had been configured uniquely after duplication) changed to match the SDGeneral !! This caused notifications to fail or go out when they weren't supposed to. I have spent a lot of time I don't have trying to determine the extent of the incorrect or missing communication (doing damage control). I need to know how and why this
login name autofill
When users browse to the logon page of ServiceDeskPlus, the username field is autofilled with a version of their username like.. %40FirstLast% autofilled from their logged in name Im assuming....they have to delete the entry and type in their correct username to login. How can I stop this autofill?
How to use SQL 2008 in ME products
I have a Question, how i can install ServiceDesk, AdManager and ADAudit with my SQL 2008?
Windows Domain Scan table include unknown domain name or unusable
Hi, After install SDP we have some domain name that unusable. I remove it and just remain primary domain name, but after some days I realized SDP added unusable domain name again. How to remove it permanently? Thanks
How to renew a cert.
It's time for us to renew our cert. What are the steps to create the cer to send to Thawte, not the whole procedure. That will come later. Thanks
Technician cannot view the asset
Hi, I have a technician that has the privileges to see our assets, but when he search the asset it's not found by Service Desk, but some ones he can found If you need more information please let me know!
Multiple Approvers for ChangeManagement process
We have three lead team personnel for our IT department that needs to approve our changes. In which, I need all 3 of them to approve it to proceed. I have tried in ServiceDesk two different ways to make this happen, no success. 1.) Placing them in "SDApprover" role. 2.) Placing them in a CAB. Both ended up passing the change through upon one of them approving the request. For security of our changes, We need all 3 of them to approve. And if one of them denies it, It closes the change. Is there a
Buiness rules applied on incident creation
I have two rules setup to help filter and assign requests based on the requests subject. Each rule is made to check the subject for a particular set of words, then perform an action. None of the words they look for are the same, and each rules performs one action that is completely different. Rule 1 is made to change the assigned group, Rule 2 changes the status. Rules 1 is applied all of the time. The words it looks for in the subject are contained in every request of this type and the rule applies
Remove Support Groups from Custom Views Tab?
We had changed some of the names of previous Support Groups, and when we did, they remained in the CMDB. When I select "Support Group" in CMDB of the available CI's, these do not show up. However, if I view "All CIs" and search the entire list for one it shows up as the CI type Support Group. Now, while this doesn't bother me as most technicians can't see the CMDB, these groups still show up when a user tries to create a view. All of the following groups are no longer in the Active or Inactive list
Adding new requests via the API, and using a custom request template
I am attempting to set up some custom fields, and register new tickets with the API. Using the default template works in the example below, but when attempting to use my custom template "Kansas - Websales" i get the error shown. Why would i get this error? I am not attempting to assign this to a technician during creation. Just trying to get it created under the right group with my custom fields.
Site issue with PM Task
When you create a PM task , the site does not update when you select a user from the list. I tried to attached a video here but it doesn't let me. version: 9306 DB:MS SQL regards, Issa ----------------------- SDP Standard +SC add on 300 tech AMS AD Audit Plus 5 techs
Cannot assign technicians using IOS 4.1.3 app
I cannot assign technicians to tickets using IOS 4.1.3 version of servicedesk app, saying something about my API key. However, the android version I can assign tickets just fine.
Technician has Requester View only - Reset is not helping
Dear All We have an issue with a Technician. His view is reset to a Requester view. By checking it, he is still assigned as Technicial but the Domain field is empty. We change it and save it, but again its empty. So, we deleted the account and reimported from AD, assigned is as Tchnician, Admin and the other necessery access. When he tried to create his Signature, an error been displayed stating a Database issue. And then everything whent back to their previous state (Requester View, Domain emtpy).
python integration with SVD
Hello, I have installed the latest python (3.6) on ServiceDesk server (windows 2008 r2 x64). Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved. C:\Users\Administrator>py Python 3.6.0 (v3.6.0:41df79263a11, Dec 23 2016, 07:18:10) [MSC v.1900 32 bit tel)] on win32 Type "help", "copyright", "credits" or "license" for more information. >>> However when I try to execute a python script from Custom trigger (py RequestSharing $COMPLETE_JSON_FILE) I receive
Domain Filtering during Login not working properly
Support, I've noticed an issue where if "Allow dynamic user addition when the user is not imported in the application" is enabled, "Allow Domain Filtering during Login" does not work. When I have my settings set as the following When I put a username into the login, it does not populate the domain When I turn off "Allow dynamic user addition when the user is not imported in the application" the domain name will then populate based on the user account This does not seem like it is working properly.
Ghost Technician
I have an old technician that used to be in the system but is no longer there. I have gone into the Technician field and it still shows him as an assignable resource. All new tickets are assigning them to him but he is not there. How do I get rid of that person.
Assign service request to support group irrespective site of requester
Hi, We have multi site that's SITE A and SITE B. SITE A include these support group: Infrastructure Servicedesk ERP BPMS and SITE B include only this support group: Servicedesk SITE A manage whole request of organization except some easy incident that resolved by a technician (That member of ServiceDesk support group in SITE B) SITE B. I want to create service catalog template. In this template I want to define support group that related to every service request but because of I don't known which
Can't get email notifications working due to cert error...
After all this time using this support desk I still get this cert error every time any email change is made. Really wish this would get fixed or clear instructions could be posted somewhere. This is for a new instance of manage engine. Running on a headless Ubuntu Server. Can someone help me get email notifications working?
gencert.bat not working ubuntu
Hey everyone, I've been trying to get the self cert going according to http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html but it doesn't work. the only instructions i can find are all for windows, though servicedesk is supposed to be supported on linux. furthermore when i try to execute cert.jar in the lib folder i get "Failed to load Main-Class manifest attribute from cert.jar" so initial problem is that i can't get the email going using any of the protocols. i
Mail fetching with IMAPs not working, Exception while trying to open folder. A3 NO Server Unavailable. 15
ServiceDesk Plus 9.3 Build 9308 on Windows 2012 R2 External MSSQL Database Exchange 2013 Version 15.0 (Build 913.22) Same network (no firewall) Can telnet to all ports without issues Can send mail via telnet (but sending is not the issue) System Log Message: Exception while trying to open folder. Probable Cause: A3 NO Server Unavailable. 15 now new errors appeared: System Log Message: Exception while connecting to store. Probable Cause: Connection refused: connect We have tried everything! almost
X-msg: Non-secure form (Approval)
Just started receiving messages from users whom are attempting to approve a request. They are able to open the approval link but are unable to save their action. We do have a https redirect configured through our load balancer so all http links get re-routed as https. Tried using incognito mode and safari/chrome to test but receive similar error messages. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
The request was rejected by the http filter
Hi, We are facing an issue when some users (not all) try to create a new request. When they click on 'save' they get the error message 'The request was rejected by the http filter. contact the server administrator'. Then we tested the same from the server using the same requester login and it was successful. I reviewed the serverout0.txt and found the error with the message 'The timeout may have occurred due to internet congestion'. We determined that the error is due to the internet connection.
Error message
Hey The attached has just started to appear at the bottom of all incidents... Any idea?
Mail Fetching Rules no longer working after 9307 and 9308 upgrade
I upgraded last week to 9307 - I have just had new calls logged from out of office replies - I had previously had these set not to log a new request for automatic replies. so I have now upgraded to 9308 and the issue still exists - all the rules I had created have disappeared and nothing is listed. if I go into Mail Server Settings > scroll down to Spam Filter - I select the following criteria: "subject" Begins with or even Contains - I then try to select Choose to allow me to type the words, but
"Hold on" requests is not open in planned time.
Hello! We often use "hold on" requests. It`s very comfortable. And we use "The planned changes to the state". But it is not work at last time :( For example, request should open at 13:00 17/02/2017, but right now 13:10 and request still "hold on". And thats happen really often, with all requests. I think it happened after update to 9.3.0. Right now we use 9.3.0.1
See parent request of task that request not assign to technician not permission to see it
Hi, In our organization, we would like to give full overview of all tickets only to the Service Desk support group - 1st Level support. Some times we need to create task and assign it to another technicians support group. Other support group just see their own request that assign to them. When ServiceDesk group assign request's task to another technician group, they can't see parent request of task. What should I do to solve this? As matter of fact, other technician will need to see all the information
Mandated fields not required prior to saving incident
Earlier today, one of our Technicians was able to create an incident without populating the Impact, Urgency, or Service Category using the "Default Request" incident template despite all three of those fields being mandated for Technicians on that form. Later in the day, when editing the incident, she was required to set those fields before saving her update. Part of the request history is below, with lines showing Impact, Urgency, Service Category being changed from "None" to a value. (Priority
Run node.js script in custom trigger
Hi, I write a nodejs script that run on the SDP server (command line) with cmd /c node AddRequest.js but when I set it in custom trigger configuration, it doesn't run. I attached my node script to check it. Notice that I installed nodejs on SDP server. Thanks .
Can't restore data (SDP 9237)
Hi Server A and server B have install postgres and sdp 9237. I have setup test server (Server B) and restore data from production server (Server A) but I can't restore and I found an error message like this: please check this problem. thank you very much.
HTTP to HTTPS
Hi I have followed these instructions to redirect HTTP to HTTPS: https://www.manageengine.com/products/service-desk/faq-general-modules.html But whenever I hit the HTTP site I just get a 404 error? Not sure what I have done wrong?
Ports for Remote Login to SDP
I was having an issue logging in to the SDP server on the local network. I could see the Login page and enter details but it would just say "Wrong User of Pass". I then turned off the firewall on the SDP Server completely and login would proceed. What ports are required for this as I dont want to leave the Firewall off completely. Thanks
Service not starting
The service starts and then after 5-10 seconds the service stops. The password is correct (Otherwise the service will not start). ManageEngine ADSelfService Plus <- Service stops ManageEngine ADManager Plus <- Running no issues. Event Log: The description for Event ID 100 from source ADSelfServicePlus cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local
Report Row Spacing Changed?
I'm moving reports from SDP 9218 to 9302 and noticed there seems to be a different in the row spacing for each item. See the photos below. I'm running the same query with each report, just on a different version. I think the reports we were getting looked much cleaner than having a bunch of empty white space. SDP 9218: SDP 9302: I don't believe it makes a difference, but the query i'm using is the following: SELECT projectdet.TITLE "Project Title", IsNull(Milestonedet.TITLE,'No Milestones Defined')
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