New Update Opens a new Tab each time I open a ticket.
When I open a ticket, it opens a new tab that I ended up having 15 open just by navigating around. We recently have an update. I already adjusted my browser and I can't turn it off.
Version 9230 restoredata fails
Hi, I am trying to restore a backup of my production system into my development environment. I am using restoredata on my development system and pointing to a recent backup of my production system, but the backup eventually fails with an error "Cannot find the object "ARC_ServiceReq_4501" because it doesn't exist or you do not have permissions". Unfortunately that error message isn't very helpful to let me find out how to correct it. I would appreciate any help. My goal is to mirror my production
Group can be set to "None"
From the Request tab technicians are able to set the Support Group as "None" by selecting "No, just select technician". (See Image 1) However, if the technician would try to change the Support Group to "None" from within a ticket, it does not allow this as Group is required. (See Image 2) We have the issue where some technicians are assigning the Group to "None" and tickets are getting lost or forgotten. It seems like an odd feature/bug to only require the Support Group from one page and not another.
No Resolved in History when all associated tasks are completed
Until the end of March, the system would insert an entry into the workorderhistory table with DESCRIPTION sdp.tasks.parentrequest.closedescription and OPERATION RESOLVED, and an entry in workorderhistorydiff with COLUMNNAME STATUSID and the previous and current values set appropriately. Now they do not seem to be inserted. Since we used these entries in some of our reports that give an aged view of the requests, they no longer work. Is this a planned feature or a bug that has crept in? In any case,
How to change site field by business rule
Hi, I want a monitoring tool that monitor all site of organization. I set alert rule in monitoring tool. for example if router is disconnected, mail to servicedesk@myorganization.com that configure in SDP mail setting. I want to set business rule that if receive a email from monitoring@myorganization.com and if monitored device from other site, change site. Thanks
Request ID collision?
Hi! We recently encountered another company that is using SD+ as their helpdesk solution, which causes a problem when the request id already exsists in one of the systems. So when they send a mail from their helpdesk to ours it might get assigned [##12345##], which causes the reply to enter their system on the same request id, as it already exists there. So in other words whenever they create a new ticket with us they get the reply attached to an old, closed request on their side. I assume it's not
Jquery to get JSON Data using Rest Api
Hello, Is there any way to use Rest api call in Jquery to get the JSON Data of a SD Request.? Please advice. Thanks, Praveen
IT Advanced analytics tool configuration issue
Hi, i tried to configure the IT Advanced analytics tool on premise but it shows the below error SDP version is: 9.2 Build 9230 Advanced Analytics version : Version: 3.0.0 Build Number: 3010 FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
My login suddenly loses all administrative rights
This has happened to me multiple times now. I clicked "Edit" on my username in the technician list in the admin area of service desk but made no changes. Now, when I log in, all I see are 3 tabs: Home, Requests, Solutions and I see no tickets and can't access the admin section or any other sections of servicedesk. My username looks fine when logged in to another administrator.. it still has all the SD admin roles. Why does this keep happening? The only way to fix it that we've found is to delete
Task assignment
Hi, I might just be being very stupid and missing the downright obvious here but here goes! I'm testing an incident template that has various tasks assigned to it and was hoping it should automatically assign the tasks to the same technician that the incident gets assigned to. Am I missing something and this should happen or is this as expected and i'm thinking it should do something it isn't capable of doing?
Change Request email notification reply creates a new ticket un "Requests"
We got the system to send out an email notification to technician and managers when a new Change Request is created. Unfortunately replies to the Change seem to create a new ticket rather than being appended to the original Change Request. Anyone have a similar issue?
Restore database from Windows server 2003 to Ubuntu 16
I have configured Servicedesk plus 9.3 build in 9301 on windows server 2003 32bit with ADS authentication. Now i want to migrate servicedesk plus 9.3 build in 9301 on ubuntu server 16 64bit and linux is not supporting ADS authentication.While i am taking backup form windows server and restore on ubuntu. after restore successfully administrator and users are not able to login.even i have checked administrator is enable and local authentication is also enable but in login page local authentication
Deleted Technician still showing in drop down menus
Hi I have two old technicians still showing up in our drop down lists. I have restarted the service, one technician shows as 'retired', the other One Technician is called Gavin Vague, the other is Bikash Sharma Untitled Generated by Andy Rhodes on : May 1, 2017 11:15 AM Total records : 17 Id Name status domain technicianid 323 Gavin Vague ADM RESIGNED Not Assigned 0 412 Gavin Waldie ACTIVE Not Assigned 0 562 Gavin Skupin ACTIVE Not Assigned 0 760 Gavin Vague RESIGNED Not Assigned 0 1201 Gavin
Unable to start Manage Engine Service Desk after installing
I am trying to start Manage Engine SDP on to a Economy virtual private server hosted on godaddy. Installation was smooth without any issues. But I am not able to start SDP. I already have FQDN on my hosts file. H/w configuration of my VPS is Memory : 1 GB Disk : 40GB CPU : 1.7 GHz OS : RHEL 7 Output while executing ./run.sh [root@svr bin]# ./run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/manager/ManageEngine/ServiceDesk
Cleaning up
Hello support, We import all our 1200 IT users from Active Directory and the past several months there has been an extensive clean-up in AD attributes etc. In ServideDeskPlus, we have a lot of grayed-out Departments and sites. I want them gone. I'm getting this 'error: "Department is being used by a module. Hence cannot delete it." and "WARNING :Site cannot be deleted as it is being used by a module." Additionally, we also want to clean up in our Service Categories. "Service Categories [Hardware]
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,
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