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.
Not all completed requests are being archived
Hello, It looks like the system is only considering the default completed statuses ("Resolved", "Closed") when archiving requests. Requests that are in a custom completed status (such as "Closed - no Survey") are not being archived, even though they are completed. Sample matrix report for all completed statuses: All columns up to 2015 should show 0 since all these requests are supposed to be archived. Best regards, Demetrius
Exception error in VMware ESXi scan
Hi, We have multiple VMware ESXi in the data center, All hosts have been scanned, except for one host occurs error during scanning. I check server log and find this log: Already a row with the same set of primary keys found in this object, this row <VMInfo WORKSTATIONID="230" HOSTID="null" VMNAME="vCenter Infrastructure Navigator" VMIPADDRESS="192.168.229.207" GUESTOS="SUSE Linux Enterprise 11 (64-bit)" MEMORYRESERVATION="0" MEMORYLIMIT="-1" MEMORYSHARES="40960" MEMORYSHARESLEVEL="normal" MEMORYCONFIGURED="4096"
enabled HTTPS by mistake..
Hi all, I am testing SDP since we consider to buy it. Problem: I activated HTTPS in the SDP-Settings by mistake/just for fun. Now the application on the Server does not start any more. :-( Since I already put some time into customization, I really would appreciate if there is any config file to edit to got back to the previous settings. Else I would have re-install the Application since I do not have any backup becuse its just a test-System.. Thanks! Fritz
Import CI/Assets from CSV only showing last item in CSV.
So I followed the Import CI / Asset steps multiple times. Bind my custom columns in my CI and hit "Submit." The CSV file has 7 rows/items. The Import shows that 7 CI's were imported with 0 errors. When I go to view them under my Asset tab, it only shows the last time from the CSV file imported. What's stranger is if I go to the Admin tab under "Products," it has added in the product info for each item that existed in the CSV file (in the form of model/manufacturer). Has anyone else had an issue
Change API to Add Request - Support Group
Support, We have Group set as a required field in our Chanage Management Module but cannot figure out what the name of the attribute would be for this. It does not seem to be contained in the documentation for a change. Please advise so we can have the Group name be required in our change and continue to use the API to create automated changes.
Request description deleted with reply
I'm new to the forum and could not find the following issue: Whenever a notification is sent to the requester that includes an update to the status the description gets deleted. The change shows up in the history and may be copied back to the description -- a real pain!
Email Fetching Not Working
Today our Service Desk Plus email fetching stopped working. Log file is attached, support case # 8046508 We can access the mailbox fine, and the password has not changed. We have checked everything in the “Mail Fetching Troubleshooting” page here: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.htmlConfiguration Wizard shows connected to mail server successful. We are running Version 9.1 Build 9116. No recent updates or changes.
Multiple assets updating the same record
Hi, I created a golden image on a Panasonic Toughbook CF-31 and added the ServiceDesk client to the image. We use SCCM 1607 to deploy new images. After deploying the image on two new machine, I noticed that the record for the first machine was updated, with the info from the second machine. Only the static information remained in the record I removed the ServiceDesk client from the golden image, deleted the asset record, and re-imaged the second machine. I ran the ae_scan.vbs on the newly imaged machine,
Desktop Central Remote Integration
I have Desktop Central turned on as a remote option, but when I try to use it, it reports that desktopcentral.exe cannot be found. I found some support documents that state that the path needs to be added to the systems PATH environment variable, but I cannot find anywhere on my system or in documentation online that shows where this file is located. Please advise on the steps to provide Desktop Central as a remote control option in ServiceDesk Plus.
Send Notification Failed
For whatever reason this week I have been getting sporadic "Send Notification Failed" error when responding to a requester. It'll work for a little while and then it'll go on a spree of this error. What can I do to correct this?
Error accessing certain support groups for certain sites
Hello, When trying to edit certain support groups under certain sites we get the following error: Sorry an error has occured Unknown error occured while processing your request Any ideas on how to fix this?
REST API - Cannot update ticket to 'Resolved'
Attempting to do so returns "Error when editing request details - Exception while updating Workorder. null" See below:
Option to Select domain for log in disappeared from Old Service Desk Instance
I have an old version of Service Desk that we keep from archive version. it Version 9, My account was admin for the site. I removed log in access for all accounts for everyone except myself, 2 managers, and a generic account that is used to log in to retrieve old tickets for documentation. I was in this old instance yesterday with no issues and made no changes to settings, this morning I try to log in and from the log in page there is no option to select my domain, only wants local login, I do not
ServiceDesk Plus - Show Worklog to requester in the Self-Service Portal
Hello! Is there a way to show Worklog to requester in the Self-Service Portal? Thank you!
How to hide devices that not scan in SNMP
Hi, I added 192.168.120.0/24 entire network IP address to scan switches that have an SNMP credential like below image: In this range just exist switch, but we don't have 255 switches and just 10 switches. I considered show me just 10 switches that scanned in switches section of Assets tab. It's right, but in workstation section of Assets tab shows me other IP address that null and doesn't exist. like below image: These IP addresses are null and don't exist and also isn't pingable. What should I do?
FAILURE :Domain with the same name already.
Dear all , i have a problem with adding a domain to Account Details - Active Directory every time add this domain i see this error FAILURE :Domain with the same name already. Please provide a different name. i need to fix it please Best Regard, ahmed Borham
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