$RequestLink has incorrect link
Hi, I set dns name for alias URL in SDP Self service portal. When I want to send first response to requester from reply template, I see this: It's label is right, but URL link is incorrect:
IT Requests not entering the Service Desk ticket queue
IT requests submitted by users via email are not entering the service desk ticket queue. The computer running the helpdesk application hung this morning, and I restarted it. Since then, new requests are not appearing in the ticket queue. I have stopped and restarted the Manage Engine servicedesk server and restarted it, but this has not corrected the issue. What am not doing correctly. Or is there something I need to start on the computer, like a service. I was not involved with the installation/configuration/setup
SDP not accessible issue
Hi guys, We have a newly established SDP built 9309, with MSSQL - and twice now it suddenly stops working - when you access the site it gives you: error page cannot bedisplay 1. server is accessible ; but even loading the SDP client gives the same error 2. services is running (we needed to restart the service to get it running again) 3. org.jboss.util.NestedSQLException:No ManagedConnections available within configured blocking timeout - this is the only error that we've got from the time the issue
Workflow tasks on Serivce Requests that require approval
When creating a workflow with a set of Tasks for a "Service Catalog Service" that requires approval, why are the tasks created and assigned before the request is approved? Is there a setting somewhere that I have missed to make this work correctly? Let me describe the Service. The service contains 7 tasks to complete yet it requires approval first. I set a "Stage one approver" and selected these options: When the Service is filled out, the approval gets sent immediately as intended but the tasks
Convert to SQL from Postgres - error in SQLGenerator
I am converting from Postgres to SQL server. I have upgraded Service Desk to the latest ppm. After I connect to the sql server and it creates the database I then run the restoredata.bat. I get an error mess that the SQLGenerator cannot find the file mssql_functionpatterns.txt but when I do a search for the file I find it in the folder ManageEngine\ServiceDesk\conf\Persistence and ManageEngine\SerivceDesk\DesktopCentral_Server\conf\Persistence.
SDAdmin Servicedesk user can't see Dashboard/Admin tabs
I created a new user and assigned them SDADmin role, but when they login they can't see the dashboard to see all tickets they can only see thei own requested tickets. I am using the linux installation version 9.1 Build 9101
Issue : Pass-through" Authentication [ Single Sign-On ]
I've a problem about SSO function .Both internal user in a domin and access from external website such as http://dain.ehelpdesk.com Most empoyees work outside the office when access is show authenticate popup everytime. Please let me know to fix it. see the actachment
Postgres tuning / optimization
Hi guys. I have migrated our SDP from MySQL to Postgresql and now I would like to know if I can optimize the performances of the database, to speed up server response. Windows 2012 R2 x64 with 10 GB of RAM allocated. What I can change to better support the SDP, and to allow all technicians to work much comfortably? Thanks in advance. Giovanni.
Installation Problems
I'm trying to install ServiceDeskPlus_64kbit in an Azure vm environment. The install seems to get hung up on Application Layer Started about 80% or so through the installation process. I found some instructions in the forums that suggested I stop the engine, change the service to manual and run the run.bat from c:\manageengine\servicedesk\bin. I did that and I get this... C:\ManageEngine\ServiceDesk\bin>run.bat "Inside Change JRE" ===============================================================================
Alert not showing
Dear Support teams We have recently upgraded to the 9308 version from 9118. The alert bell symbol used to show the incoming notification numbers in red letter earlier, but not showing now. Could anyone shed some light on this issue. Best regards Murali +971506424099
Service Desk URL being Redirected
Our Service Desk URL is http://servicedesk.lfnorthamerica.com. Our users are being redirected to http://servicedesk.lfnorthamerica.com/ze/js/i18n/en/ze_ie.min.js and are being asked to down load a .js file.
Asset Notifications
Hi, We have a specific group of assets that are leased / loaned anywhere from a few hours to a couple of weeks. However, not all users remember to bring the gear back to the servicedesk when their lease is up. I've tried setting up the "Notify technicians and asset owners when the lease period for the asset expires", but so far it has not triggered any mails. We around around 15 assets were the lease is expired. I am not sure of the asset owner must be specified as well or if that is automatically
Restore Data Batch problem
Dear All i face problem when i try to restore data batch , i use version 9228 , and the message appears to me as attachment
User missing "open with query editor" option when editing report
We have a user that can create query reports, but doesn't have the button for "open with query editor" when she clicks "show query". The permissions for her role are set to Reports: view, add, edit and under Advanced, "Create Query Report" is checked and "allowed to view" is set to All. Do only admins have this function?
Change WorkFlow Issue
When any change is made to any change workflow all change workflows are changed. They appear to all be synced together. Pls update ASAP!
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?
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