Can a user change a ticket priority after they created it in the Self-Service Portal
Can a user change a ticket priority after they created it in the Self-Service Portal?
Fix for sorting PO by PO number
Dear SDP Team, Can we please have a fix for the sorting of the PO Number column. It sorts alphanumerically rather than numerically. The numeric search is the easiest way to quickly find the newest request. Right now, my sort result shows 10 100 101 102 103 104 105 106 107 108 109 11 110 111 ... This request has been outstanding for some time. Thanks, Adam
Script fails when AD USER has an apostrophe in name ex. abc ' D slva
Script fails when AD USER has an apostrophe in name ex. abc ' D slva Action Executed is :sendmail notification to sap Message: Traceback (most recent call last): File "sendemail.py", line 62, in requestJson= getSDPJson(sys.argv[2]) File "sendemail.py", line 27, in getSDPJson data = json.load(data_file) File "C:\Python35-32\lib\json\__init__.py", line 268, in load parse_constant=parse_constant, object_pairs_hook=object_pairs_hook, **kw) File "C:\Python35-32\lib\json\__init__.py", line 319, in loads
Agent scan failed frequently
Hi Support ##8040773## We are facing agent scan failed frequently, please kindly assist. The logs has uploaded as well.
Migrated Linux to windows
Hi, We migrated our tool from linux to windows. authentication was changed from LDAP to AD but currently we unable to view the attachement it showing file not found Regards M.Ari
JRE upgrade is pending
I am facing problem of upgrading service desk when trying to select service pack and getting error " JRE upgrade pending start service desk service and try again" I tried to stop all services and start again also there is no other folder name Jre_old or Jre_new which can be renamed. how to resolve this issue?
$COMPLETE_JSON is not realy JSON format
Hello! I get neat data: I can not simple parse data. for example: {WORKORDERID:529,REQUESTER:Oleg,CREATEDBY:administrator,CREATEDTIME:1488388369638,DUEBYTIME:-1,RESPONSEDUEBYTIME:-1,FR_DUETIME:-1,RESPONDEDTIME:0,RESOLVEDTIME:0,COMPLETEDTIME:0,SHORTDESCRIPTION:Слово раз, слово два, всеконец,TIMESPENTONREQ:0hrs 0min,SUBJECT:Тест запятых,REQUESTTEMPLATE:Default Request,MODE:E-Mail,SLA:,DEPARTMENT:Сервис сетевого оборудования,EDITORID:null,EDITING_STATUS:0,IS_CATALOG_TEMPLATE:false,SITE:,ISVIPUSER:No,SERVICE:,CATEGORY:,SUBCATEGORY:,ITEM:,TECHNICIAN:,TECHNICIAN_LOGINNAME:-,STATUS:В
Integrating Nexpose to Manage-Engine Service-Desk
I'm trying to integrate Nexpose into manage-engine. So for example, everytime nexpose generates a critical bulnerability, a ticket should be created in manage-engine. Nexpose has a ticketing engine https://github.com/rapid7/nexpose_ticketing, which I'm trying to use but I'm confused on what to put in their config file. Totally new to all this, don't mind the ignorance. This is what part of the guide says I'm not sure what to put for the rest_uri. I have access to my company's manage-engine which
Assigning technician via mobile app - no notification to technician
HI guys, We are testing mobile app at the moment. When I assign or re-assign a ticket to a technician there is no e-mail notification created. Why is that? Regards, Tom
Home Screen showing all task instead of my task
On the home screen for the techniciens in the section my tasks its showing all the tasks instead of only the open ones for the logged in user, any ideas?
Importing Requesters from LDAP
Hello, I am evaluating ManageEngine ServiceDesk Plus on premises. I am trying to import requesters from our OpenLDAP directory, following the documentation here https://www.manageengine.com/products/service-desk/help/adminguide/configurations/user-management/configuring-ldap.html The users get imported however their E-mail is missing. We do not use the mail LDAP attribute, but rather 'primaryEmailAddress'. As such I have set the LDAP Server Type to 'Others' and the Mail Attribute Label to primaryEmailAddress.
Can't add "plus sign" to field name
I am trying to add a "+" to the field name but it removes this. I am sure this exists with other characters as well but have noticed it with "+" at: After I "Update" the field values and go back to the field to edit the "+" has been removed:
Error after upgrading to 9.3
Good day PLEASE ASSIST URGENTLY! After upgrading our Service Desk Plus to version 9.3 we get the following error when trying to open a logged request. " Sorry an error has occured Unknown error occured while processing your request" Have tried to get assistance with not much luck, or help for that matter. Already logged the following incedents: 8038045 8039405 I also get the error when I go to “solutions” PLEASE HELP
error connecting to pgsql database
Hi. Im getting this error trying to connect to the database: psql: FATAL: no pg_hba.conf entry for host "::1", user "postgres", database "servicedesk", SSL off" In looks like others have had this issue previously and were issued a file to correct it but the download link no longer works see this thread: https://forums.manageengine.com/topic/servicedesk-admin-password-reset Our current pg_hba.conf is attached. does anybody know how to fix?
Search by email
Hi, Is it possible to search for a requester by thier email address instead of the username. Our default usernames are employee numbers so it would be easier to search by name or email address instead of account name when creating a new ticket.
Page cannot be displayed
We recently migrated from SDP on prem to SDP OnDemand. It trying to receive purchased items, I noticed there are several components/assets missing. I tried to access the on prem version but was receiving an SSL issue which prevented the login page from being displayed. I ran the batch file to change the webserver port to 80 using HTTP protocol. I now get a page can't be displayed error. I have tried to start the Postgres service but get PS D:\ManageEngine\ServiceDesk\bin> .\startDB.bat server
Can't update ServiceDesk to latest build
We currently have ServiceDesk Plus v9.2 build 9236 and we want to be updated to the latest version (v9.3 build 9304). We are a little behind on the update, and I understand I need to update to build 9300 first before going to build 9304, I followed the instructions https://www.manageengine.com/products/service-desk/service-packs.html#sp but when at Step 4 which is updating, the Installation Wizards say "Backup has failed during the upgrade. You can start the application as the upgrade changes are
Customize Login Screen - Add policy warning
Hello, I want to customize the login screen for our Service Desk Plus. I realize that this has been asked and addressed many times before such as https://www.manageengine.com/products/service-desk/faq-general-modules.html#customization1 and https://forums.manageengine.com/topic/wish-to-customize-my-login-screen. I followed those instructions (Saving the page as index.html and editing it, and then putting it back in the same place). The problem is that the login page is dynamically made. I can go
Android app won't open ticket attachments
Beginning yesterday, we are having trouble with attachments opening in the Android mobile app. Every time we try to open an attachment within a ticket, we get "Error Could not connect to the server". It doesn't matter which attachment, or which phone. We upgraded to the latest version of SDP last night, but it did not resolve the issue. Has anyone else encountered this and know how to fix it?
Project Template Issue
I created a basic project template to do some testing with. (Figure 1) When the templates site field is set to "Not associated to any site", it causes the template to default what appears to be the first site in the available list. (Figure 2) Figure 1 Figure 2
Problem with search in SDP 9304
Hi I have updated to the new SDP version 9304 and now seach function does not work in several languages. When I test Swedish and Norwegian and select to seach in request but search is in Solutions instead. It work when I select English and Danish. The same is when I search on Assets, the seach result is on Solutions instead I have this behavior on both production server and test server. //Peter
Navigating to Admin page redirects to https and does not connect
After the upgrade to 9301 and then 9302 we are seeing the following behaviour: When in: https://samplewebsite.COM/TechMatrix.do we click on Admin button it redirects to http://samplewebsite.COM/app and does not display the page. when you hover over the Admin link it shows the hyperlink as: https://samplewebsite.COM/app#/admin but does not go there. Please look into this.
DataRestore Failure to Test server
Hi, Am trying to do a data restore from production to test server in order to look at a upgrade issue. I am restoring to the same version (9213) but when I use command run.bat it failed on AdventNetServiceDesk Has anyone come across this before. I am doing a restore to test server as every time I do a service pack update it fails so trying to replicate the issue on the test server. I have also done the same upgrade path as live so installed full version 9212 and that started up fine, then updated
Problem installation at Centos 6.8
Hello friends, I am trying to install SDP at Centos 6.8 Server but i have a problem. The package start the process but after a few lines the installation its stopped and go back to prompt. [root@bdh ~]# chmod a+x ManageEngine_ServiceDesk_Plus_64bit.bin [root@bdh ~]# ./ManageEngine_ServiceDesk_Plus_64bit.bin -console InstallShield Wizard Inicializando InstallShield Wizard... Buscando la Java(tm) Virtual Machine... . Preparando la Java(tm) Virtual Machine... .................................. ...................................
Agents no longer communicating with server properly
Agents no longer communicating with server properly. We have only 14 out of almost 900 endpoints successfully sending scan data via AssetExplorer back to the server. Here is an agent log from one of the failing machines: [03/17/17][13:32:27][AEAgent.cpp][66][INFO][7632] ::**************** Test AEAgent (1.0.24)Started. **************** [03/17/17][13:32:27][AEAgent.cpp][66][INFO][3748] ::**************** Test AEAgent (1.0.24)Started. **************** [03/17/17][13:32:27][AEAgent.cpp][70][INFO][7632]
Some of Technician cannot resolve Ticket
Hello, We are finishing upgrade from version 9.1 into version 9.2. After upgrading, some of technician cannot resolve ticket, when editing ticket or changing status from resolution tab it says "Please input a technician". I attach some photos for references. Please help us as soon as possible, because we are running on production now, as ticket will always be created by users everyday onwards. Regards, Gunawan
ManagEngine Service Failed to Start After Server Migration
Hi So to give some background: - ServiceDesk Plus Build 9301 running on Server 2008 r2 x64 - SQL 2008 R2 on the above server is hosting the ServiceDesk DB. - Attempted to migrate to Server 2012 R2 x64, but keep the DB running on the old SQL 2008 R2 server. So stopped the ManageEngine service on both servers, ran the backup procedure on the 2008 machine, then ran the restore process on the 2012 machine. Once the restore completed ran the change DB server procedure and successfully connected back to
Android update
Hello, I had asked this question previously on the forums and was told that they are working on a fix. it is the dreaded ssl cert error when attempting to look at support tickets. This morning a new Servicedeskplus was pushed to my phone, but unfortunately there is no change or fix for this issue. Any date on a fix? Picture attached. Thanks, Don
Login fields are not accurate anymore
After the SDP update to version 9301 the login fields are not displayed correctly. It is only a cosmetic problem, but it looks not so good, als you can see in the screenshot. This should be corrected again. ServiceDesk Plus host is a Windows Server 2012 R2 in German, login website tested with FF 51.0.1 and IE 11 - same problem.
Report on Ticket Created by Department incorrectly shows "Not Assigned"
I'm running a Matrix Report on ticket created in the last month grouped by Department. Among the results is a "Not Assigned" line, however when I run a new tabular report to see which Requesters have a "Not Assigned" Department, the results show requesters whom I can confirm have their departments properly assigned.
Failed to start the server. Please refer logs for more details -- 64 bit on a 64 bit Linux Debian 7.7
Hi, What command(s) need to be executed / what steps need to be taken to start the application ServiceDesk successfully ? root@fr:/apps/ServiceDesk/bin# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /apps/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
SDP Update Manager
Hey All, Have some ongoing issues with SDP in which that any new service pack installs fail, they are currently logged with ME. I just have question on something I just found now on SDP. I ran the UpdateManager.bat and it shows the below With these updates showing does this mean I have 9218 installed? I am asking as SDP itself shows as 9213 installed and the issues I am having is I was on 9212 and tried various Service Pack updates and always failed. I then tried the 9213 update and it worked fine
Imported accounts do not appear in the list of technician
Hello. 1. I have a ServiceDesk server version 9.3.9300 installed. It enables support for the LDAP server. The server LDAP is an Active Directory server. 2. From the subdivision that is the base in the LDAP request recorded in the ServiceDesk server, the account is moved to another organizational unit. 3. A corresponding technician record has been deleted from ServiceDesk. 4. The account was moved to in the subdivision, which is the base in the LDAP request recorded in the ServiceDesk
Restore from full backup to a new erver fails 9302
Hi, We are trying to move ManageEngine SD to a new server. Full backup taken of 9302 version. Version 9302 installed. Restore fails. Any assistance is greatly appreciated. Regards, Tom
SSO asking for authentication on web browser
Hi We have setup to test servicedesk as we are looking at buying the pro version, but we are having problems with SSO. The active directory has worked and can login via the login page selecting the domain as the auth server, but SSO will not auto authenticate, Even putting in the AD credentials of the users it will not login when prompted in the browser I have tried all the suggestions in the forums here and none seem to work far. Thanks in advance
Auto Populate a Field
Hi, Is there any way you can auto-populate a field or Resource Info section with different values ? We'd like to add the users Reporting To person in a field , is this possible ? $REPORTING_TO$ A
Emails logged as tickets
Hi, I have just setup the ability for users to email in their issues and have SDP log it automatically. I would like to 'Template' these engagements as follows; - Mode is always Email - Impact, Urgency and Priority always low - Assignment is always to a particular group Is there a way in which I can do this within SDP?
Can't connect to ServiceDesk after installing new SSL certificate
I have followed the below article to install a new SSL certificate and configure ServiceDesk to use port 443 HTTPS: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html When I run the application on the server all runs ok. However, when I try to connect to ServiceDesk from any client computer, I cannot connect. Has anyone got any ideas? Gary
9118 installers location
Hello, Does anybody know where I can locate the full installer file for 9118? I know where to get the service packs. https://www.manageengine.com/products/service-desk/service-packs.html However I am attempting to do a test upgrade from 9118 to current version, and because we have done a snapshot of our servers we've been advised to do a fresh install of the software, link to database and then do the update. However, the only installer files I appear to still have copies of is 9116 and it won't upgrade
How to delete an attachment in archive requests?
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