Fetching Mail from Exchange 2010
We upgraded our Mail from Exchange 2003 to Exchange 2010 SP1 this weekend. From a SDP8 point of view we can now longer not fetch emails, but yet we can still send from SDP8 I have enabled IMAP on port 143 but when we try to save the setting we get the following message: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Our certificates are issued by a CA (Verisign) All other information
Ticket Not Reopening from Hold
We have had several tickets that are placed "On Hold" because I'm waiting for a response from one of my colleagues. If a requester or someone outside our domain emails to that ticket the ticket automatically switches to "Open" however when an email comes from one of my colleagues (an internal address) it does not however if I respond to the ticket it will switch to open. I went as far as to add a business rule to state if the ticket is updated by an email with our domain to set it to open. Once again
Workstations did not add to assets after domain scan
Hi! I got some question about domain scan in SDP. We're trying to scan a domain (~2000 workstations) but just a little part of it (~500) was added to assets. These ws's run correct agent and are online (checked more than once) and the most curious thing is that there is no error about these ws's (~1500) that haven't been added. I checked server logs and found that these ws's probably have some problems with scanned data: Do not update the history if there was ignorable memory difference :WORKSTATIONNAME
error in bulk ticket editing - cannot select support group
please check, why it is not possible to select group (dropdown list is blank) when making bulk update of tickets via Requests modeule: "Actions" (drop down) > "Edit Request" FYI: we have discovered that when "Site" is "leave as is" then "Group" drop downis blank, if you select anything in 'Site" drop down, then the full list fo all active support groups is loaded into "Group" drop down list. why "Group" depends on "Site", this is not needed. /mar
When Changing the Database to MSSQL SDP throws an error- Login failed for the database.
hi, I am trying to change the database to MSSQL but I am getting error when I test the connection "Login Failed". I have created a windows account and given the role of Sysadmin, DC Creator, BulkAdmin, etc. I am able to login to the MSSQL studio and able to create Database successfully but from the application it is showing error"Login Faied". Please advice.
AD import causes out of memory error
We schedule an AD import every couple of days, and each time it runs the RAM amount used by SQLSERVR.EXE increases, which the first couple of times it runs is fine, but then the next one causes an SDPCrash outofmemory error. is there any way to prevent this?
Status updated by system
Hi, Sometimes we are observing that the support ticket is getting updated by system to any technician. What could be the reason behind this. Thanks and Regards Raja Chaudhuri
2 emails addresses
Hi all Struggling to setup incoming requests from 2 emails addresses. I have the mailbox configured for incoming (it-helpdesk@domain.com) and emails are flowing in. I have a group setup called EPR that has EPR@domain.com set as the email address and that email address is set as an alias on the it-helpdesk mailbox. problem is, the technicians assigned to the group are not receiving notice of a request? Any help? Wayne
Email Fetch does NOT create ticket
Good day, Our Service Desk Plus implementation deletes the email from the mailbox but does not create a corresponding ticket. How do we fix this?
LDAP Sync is creating duplicate accounts
I have LDAP working in the ServiceDesk Plus software and has been working great. My struggle is that I have to manually sync LDAP accounts regularly. In the Active Directory module, there is an option to "Sync" Active Director or LDAP accounts every 1 day. I discovered if I use FireFox, I can check this box and save it. The problem is when it runs, it creates a duplicate account for all records. I believe this is related to Active directory creating the domain attached to the username, while LDAP
API Cross domain use
So I'm using the following code to try and use the apis But get No 'Access-Control-Allow-Origin' header is present on the requested resource. my build is 9.2 Build 9218 $.ajax( { url: "http://**********:******/sdpapi/request?TECHNICIAN_KEY=******************", method: "POST", data: data, dataType: 'jsonp', // jsonpCallback: 'SCPRESPONSE', success: function(reply) { console.log(reply); }, error: function(xhr,reply,error) {
changedbserver.bat changin instance/hostname
I'm trying to migrate our SDP install to our 2016 Availability Group cluster. When inputting the AG listener name (which is essentially the cluster name) the changedbserver.bat utility keeps reverting the name back to the host name. Is there a way to manually enter this information into a configuration file? So for instance the details are: AG Group Listener = AG-ISTInternal Primary Host = SQL-PRD-V05 Secondary Host = SQL-PRD-V06 All applications must point to the AG Listener in order for the AG
Asset scanning
Dear Team I face a recurring problem while scanning assets. The best method to scan asset is using the agent . But the pb with agent is when we do scan now it always fails and give the error message machine is not available . When I have developed agent on server and VM than how to get them to scan regularly at predefine time . If I use AD scan all unnecessary detail are scan. Do you have a way to check why scan now fails. Regards Manish
auto login from outside servicedesk
Hi all, We are trying to pass username and password from a SSO portal to the ServiceDesk plus login screen. We have tried 2 different method and both return bad username/password - but I know the username and password being passed are correct and can use them to manually login to the page. Method One: POST j_username, j_password, domain to j_security_check and bypass the login page Method Two: broswer plugin that correctly populates username and password field (like a remembered password) and hits
Problem with business rules
Hello Everyone, This is my first post so please be placable. I have one email box called support@mydomain.com. Also I have 3 support groups: Support1 , Support2 and Support3. I have created a business rule that makes "if topic has a word called "Support1" or if description has a work called "Support1" - assign this request to Support1 group". I have created similar business rules for Support2 and Support3. They are active. After that - I send an email to support@mydomain.com with topic "Support2
Changing back user account into AD Authentication
Hello, We are using AD authentication logon for our technician and requester. I'm trying using reset password in requesters details, turns out it changes that account into local authentication. How can we turn back the account into AD authentication? we already trying to reimport that specific account its says overwritten but still cannot login via AD authentication. here is the screenshot, the account already has domain but it cannot login via domain, only local
ManageEngine ServiceDesk-PLUS: Restore Data backup failed
Hello, I have problem in restoring data backup when made a new fresh install at new Server with using version 9237 & pgsql Is there any way to resolve this issue? Thank you very much
Project template don't exist
Hi, We updated to latest version today based on the tests that was done in our test environment where no issues was found. After we have updated our production environment we can now not see any traces of project templates under Admin. Is there any scripts that we can run in order to solve this issue? We now run on build 9.3 Version 9307 with PGSQL Database.
Restored database. Now SDP will not start. (And your Publish reports an error even though it worked)
Hi, The UI changes to SDP have delayed our ability to upgrade to the latest version for several months, but we are finally ready to move ahead. I want to ensure that the upgrade proceeds smoothly so I want to move my production data into my development environment and run the new version against that. Unfortunately there does not appear to a tool to upgrade a database from pervious versions to current, so my only option is to downgrade the development environment back to the current production version
Add Attribute
Good day, When trying to add an attribute to an CI item, the window says Processing with a progress wheel spinning but the process never completes. What could be the problem or the solution? Thanks,
Add Attribute
Good day, When trying to add an attribute to an CI item, the window says Processing with a progress wheel spinning but the process never completes. What could be the problem or the solution? Thanks,
Add Attribute
Good day, When trying to add an attribute to and Configuration Item, the popup windows says processing but never finishes the process. What can be the cause or the solution. Regards,
Add Attribute
Good day, When trying to add an attribute to and Configuration Item, the popup windows says processing but never finishes the process. What can be the cause or the solution. Regards,
Add Attribute
Good day, When trying to add an attribute to and Configuration Item, the popup windows says processing but never finishes the process. What can be the cause or the solution. Regards,
Add Attribute
Good day, When trying to add an attribute to and Configuration Item, the popup windows says processing but never finishes the process. What can be the cause or the solution. Regards,
It does not send an e-mail to the requestor when the request is completed.
Hello Community, I am testing the application and am facing the following problem: When the technician resolves the request, the system does not send an e-mail informing the response to the requestor. However, the e-mail sending function is working normally because the technician receives when a new request is generated. I was searching the forum and I saw that in the previous versions there is an option to be marked to "notify the requestor when the request is resolved", but in this last version
The top menu was gone
Hello everyone! On one of the computers, the site is displayed like this: Header is missing in all browsers. Browsers reset, but it did not help In FireBug i see this: TypeError: parent.jQuery is undefined ClientLogger.js:16:5 SyntaxError: missing ; before statement thirdparty.js:5:233383 TypeError: parent.jQuery is undefined ClientLogger.js:16:5 ReferenceError: jQuery is not defined ae-sdp-thirdparty.js:1:340525 TypeError: parent.jQuery is undefined ClientLogger.js:16:5 ReferenceError: jQuery is
Technical Questions (Difficult)
Hi all, Question 1: Is there away to remove specific information from a tickets History? and if so is there away to automated it for a load of tickets? *Note* deleting the ticket is not an option. Question 2: Is there away to remove a category from a bunch of tickets simultaneously? Is there away to do this? Many Thanks Colin Hardwick
How to manage unknown workstation
Hi, I scan entire network 192.168.1.x and find all switches in this range. All my switches in this range are 30 devices. But I have some IP that should pingable from SDP server. Now when I ping an IP that put in the unknown workstation, I received this response: Pinging 192.168.1.21 with 32 bytes of data: Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination
SERVLET API updaterequester - SD Plus 9306.
Hi, I'm trying to update requester fields using SERVLET API (Operation,updaterequester) I'm getting: <operation><operationstatus>Failure</operationstatus><message>Please specify a valid operation</message></operation> I can do everything related to Requests. SD Plus 9306. Regards Josep
Can't connect to remote computer (Remote Control)
I try to connect to remote workstation (koresh-nb). It failed with error: FAILURE :Problem while copying the agent file to the workstation. ServiceDesk log is attached. I checked admins shares, RDP. All are ok. I can connect to this WS. How to fix ? Thanks
How to get business impact of asset in Field & Form Rules
Hi, I added business impact for all asset then I want to change impact of request by business impact of assets, how to configure it? Thanks
Top Menu not visible
Dear all, I just updated my Service Desk installation to the latest version, 9307, but the top menu is not visible till you do a mouse-over. Check attached screenshots. Is there some config which is making the top menu not to be visible? Will appreciate any guidance on this. Regards, Davis Onsakia
Mail Filter condition matched, but does not exsist
I have discovered that when people reply to emails sent from Servicedesk, that the mail fetcher drops the mail, with the following system log message: "Mail Filter condition matched. Hence not adding the email as conversation." I cannot see anywhere in Servicedesk, where this option is set. The mail spam filter is only set to drop mails not containing '##', and when this condition is met the system log writes "Mail Filter condition matched. Hence not creating a new request." which is ok. Under 'General
Adding options in Select Criteria in Service Catalog Business Rules
Hello, How can I have the additional Field i created in Incident to be shown as well as option in Select Criteria in Service Catalog Business Rules? I have business rules in Incidents module and i selected the Additional Field created as criteria and this is working fine. Now i need to do the same rules for Service Catalog template but i cannot find the Additional Field created (used previously) In the "incident additional field" the field i created is said to be 'common for both incident and service
Problems - Unpicked request notifications
Hello, I need help. I'd like to receive notifications when new requests remain unassigned to technicians for more than 15 minutes. To do this, I've enabled the notification below under "Notification Rules": In addition, in my corresponding support group, I configured the options below. I initially set up 2 minutes for more agile testing: Even so, the notification is not sent after 2 minutes without a technician assigned. This is not a problem sending emails or my address because I continue to receive
Adding BCC'd emails to a default support group
We have a problem where an email is sent to our service desk email but is BCC'd so the to address matches the from address which doesn't match any email alias listed under our support group. So that email never gets added to any group and can go unnoticed. Is it possible to use wildcards under support groups? So that if an email doesn't match anything it would go to that group for routing?
Group & Tech blanks out when clicking edit request
We've had an issue forever that is bizarre and support can't seem to help. When I click on edit on a request it clears out the group & technician field. Our technicians need to be able to edit requests so they can change the subject lines. Any ideas?
Service Desk plus - Pass Through Authentication windows prompt
I've been playing around with the Servicedesk plus and it seems to fit our needs, the only issue I have is when I turn on and setup Pass Through Authentication with my AD, Anyone who tries to access the service desk gets a windows login prompt pop up. Even if you enter the correct details, the prompt reappears and doesn't allow anyone to log in, On the server, it does take me to the normal login windows after a few tries which allows me to log in and turn off Pass Through Authentication. Any suggestions
ServiceDeskPlus - "Sending notification failed"
Hi, I have configured "ServiceDeskPlus standard free edition", all is working fine, but when replying to requests am getting this error. "Sending notification failed." I have searched a lot but unable to get through. please advice. fyi, Version is: 9.3 Build 9307 When I stop the service and then start it again, I can reply to one request only, then after it again starts giving the same error message "Sending notification failed". In log file "C:\ManageEngine\ServiceDesk\server\default\log\serverout0.txt",
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