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",
Mobile App Pending Requests view
Have received reports from at least two technicians who have accessed the ticketing system via the mobile app (both were using iOS version) and when they access the "Pending Requests" view, they are able to see tickets from other support groups. When they access via the website and load the "Pending Requests" view, they only see the requests for their groups. Anyone else have this issue? We are on version 9.1 build 9117.
Unable to assign technician
Hello, I'm currently experiencing an intermittent issue where we're unable to assign a technician to a request. There are no error messages on screen, once you click saves it looks like its updated the ticket but leaves the technician blank. Seem to experience this on a few tickets every few weeks, any ideas what could be causing this? Running version 9.3 Build 9301 Thanks
Closing rules for service request additional fields (SDF-55698)
Hello, The request closure rules only work for the default fields and for the incident additional fields. As a result, after converting an incident to a service request, it is possible to close the request via the resolution tab, even if no value was provided for one of the service request mandatory fields. This is a serious issue because it has an impact on the quality of our reporting. When will this be fixed? Best regards, Demetrius
Can't Purge Deleted Tickets from Trash
Support, I deleted several test tickets last week and according to the banner, "Requests in Trash will be automatically deleted after 24 hours from the time of deletion". It appears that I can't delete tickets manually either. I select the check box beside the ticket that should be delete and click "Delete": The banner displays that the request was successfully deleted, however it still remains in this list: The request was deleted on 04/14/2017 at 8:23 AM, so it should have been deleted on 04/15/2017
Update responded time via rest api
Hello- Is it possible to update the responded time via the rest api? In the example code below, the system indicates the request was updated successfully, but the response time value does not change. Any ideas would be appreciated. Public Sub test_update_ticket() Dim objHTTP As New MSXML2.ServerXMLHTTP Dim URL As String Dim body As String Dim params As String Set objHTTP = CreateObject("MSXML2.ServerXMLHTTP") URL = "http://help/sdpapi/request/12345" params = "OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=xxxxxxxxxxx&INPUT_DATA="
I can't login to SDP with Android App
Hi, I created a new user in SDP as test/test in local database(Not in domain) and generated a API key with never expiration, but when I want to login to SDP with Android App show us below error: Login Failed: User authentication failed. Try again. What should I do? I use SDP 9303 with latest Android App Thanks
Facing the problem , while generating the login for technician
Hi I have downloaded In premise version of Manage engine Service desk plus and it is free as per web site I have created 4 technicians with the logins Now when I am trying to create 5th technician , it says Technician login count exceeds the license May I know , what is the issue here regards Sandeep
Archiving old requests doesn't work
Hi All, we've just turned on the Archiving feature but in logs I see only errors. And requests are not moved to the archive. System Log Message: Archivinig Failed for WorkOrder : NNN Probable Cause: Unknown Column UDF_LONG1 specified Can you help me please. thanks Nikolay
Unable to login MESD
Dear Team, This is to bring to your notice, In my organisation 2 more persons are not able to log in MESD Plus Even after changing the AD Password also. Please provide the solution for the MESD logon. Treat this as urgent requirement. ([##8046933##] Your ticket "Unable to ligin MESD" has been created).
SD doesn't start after restore
Server Started. Please connect your client at http://localhost:8080 AdventNetCC [STOPPED] ServerContainer [STOPPED] AdventNetCC [DESTROYED] ServerContainer [DESTROYED]
The pictures in the message body error
My SDP+ create request by fetch mail from a specified E-mail account，In some request, The picture can't display correctly,just like following picture: We have to download every attachments and judge that where they are should be at, We feel very troublesome. BTW,Not all of the requests have this issue. Please help! Thank you very much!
Unknown User Logged In
We have noticed an issue with SD+ 9011 (MSSQL) when a technician logs in they are unable to see their tickets and the logged in account on the top right corner says the user is "unknown". I tried searching the forums and did not find any related topics. The technician logged out and back in several times and it appears the issue has been resolved for now. However I would like to know if anyone else has noticed this issue or what the cause of this could be. Best Regards, Evan
Update on Open Issue
I had ticket # 8007824 and was given issue ID 65942 to reference but I don't see this on the issues list https://creator.zoho.com/servicedeskplus/sdp-known-issues/#View:SDP_Known_Issues_View is there any update on this?
Multiple Department Approver
Hello, Can we have multiple Department Approver(s)? We need to have few users who can approve request Many thanks, Vanessa
Random errors in SDP
I have users that are reporting they get errors randomly while working in the system. They cant reproduce them on command, it seems to be throughout the day. I am at build 9304. Please see the attached errors and advise.
Not log out, after cloasing browser.
Dear support, I need to know, how i can enable automatic sign out, after cloasing web browser. I tried it on client machine, 1) log in under domain user, after closed browser, reopen browser and still connected to servicedesk. Please help to solve this issue. I need to sign out, after cloasing web browser. Thank you. Version: 9.3 Build 9307
Merge request error after recovery from serious problem SDP+ 9303
A few days ago , my sdp+ can not work any more, the CPU load was very high, ereryone of us can't login SDP, So I uninstall it and reinstall a new one ,Restore data use the fullback-date that create by the SDP system 4 hours before it down. Then, the problem was coming： 1、I can't backup data use the script "backdata.bat" in [SDPHOME]\bin, the Key ponit in the log file show that:"Unable to get the data from [ServiceReq_605] table" 2、All technicians can't merge request ,the error message: FAILURE :Problem
Merge request failure after upgrade to 9212
Hi, We upgrade our SDP from version 7xxx to 9212 as the path and steps told by ME website. Seems everything works fine but all technicians can not merge request now. We always get below error message in a yellow box on the top of the page: FAILURE :Problem while trying to merge this threaded request with the selected request. 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
[SDP] Mobile Client - how to disable?
Since SDP 9231 has been released IE version 8 and below is not supported, but SDP user after login in is redirected to http://<machine-name>:<port-number>/html/Non_Compatible_Browsers.html page where there is an anchor into a Mobile Client version (<a href="/mc" class="error-returnback">). It is not acceptable for us that users could use Mobile Client version at not mobile devices (desktops). We don't need to use a Mobile Client at all. How to disable a Mobile Client version of SDP? Thanks in advance.
Technician Notification failed
Hi guyz, I have an issue to notify the technicians when one of the technician assign himself to a request. As you can see on the screenshot,i have checked to alert the technician for a request assigned in the notification rules. However,the requester got an email informing him that his request was assigned to $technician. Kindly assist, Brian B.
'Default Request' Template is displayed 2 times
'Default Request' Template is displayed 2 times instead of 1 time. So, in the Configuration Assist we have a 'Default Request' as a Template for Tickets: Thats ok, but if we want to edit a ticket, this 'Default Request' is two times in the Dropdown Box. Both of them have the same effect: is this a bug or incorrect settings? Thanks alot and sorry for the german-language Pictures Greez
Not able to get CI details with SDP API in latest version
I use below xml template and sent request by using SDP API. But it reports SQL Syntax error. (it worked in previous version) xml = ''' <API> <citype> <name>Servers</name> <returnFields> <name>CI Name</name> </returnFields> </citype> </API> ''' {"API":{"version":"1.0","response":{"operation":{"name":"read","result":{"statuscode":"3001","status":"Unknown error.","message":"SQL Syntax Error : Some part of your SQL statement is nested too deeply. Rewrite the query or break it up into smaller
Tasks with No Owner
Hello, We have technicians that upon creating new tasks within a request, if they forget to make themselves the owner - the tasks are NOT visible to him (as the creator) in the listing. We haven't found a way to at least make the OWNER field required or default to the technician who creates the task. When this happens on the technicians assigned request it will show the number of Tasks(Example Tasks (0/4)) however the tab shows nothing.. Hopefully this is clear and you can give me some guidance.
Dashboard Customization
Hi, I would like to know if I can change the dashboard to report on what my staff actually resolve that day as opposed to whats is 'closed' (which occurs three days after resolved) The widget I want to edit is called 'Request Summary'. I cannot seem to edit this widget to show Resolved instead of Closed. Help please.
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