Error occured while importing project
We've tried to import projects via the "Import MS Project" button from the "Projects" tab and receive the following error: We tried importing our own projects and as you can see in the above, the sample project provided with Service Desk Plus as well with no success. MSSQL Build 9232
Edit Task via REST API
Hello- I need to edit an existing task via the REST API. Is there an online reference to the SDP REST API Version 2? Or, can you provide feedback on the snippet below? Public Sub test_edit_task() Dim objHTTP As New MSXML2.ServerXMLHTTP Dim URL As String Dim body As String Set objHTTP = CreateObject("MSXML2.ServerXMLHTTP") URL = "http://localhost:8080/sdpapiv2/tasks/25051?TECHNICIAN_KEY=A3514EB6-0B6A-463E-A145-7609FECF5EDC" body = "INPUT_DATA=" & "{""task"":{""title"":""Sample
not able to change serverity of ticket
Hi, I am not able to change the severity of ticket assigned to a user in group same as of mine. We are 5 users in the same group.
Business Rules Not Executing
I am attempting to use business rules to assign newly created requests to specific technicians based on site and category. None of the new requests are being assigned to any technicians. All requesters are assigned a site and department. Category is a required field in the default incident template. The only incident template is the default incident template. There are four sites. Every site has only one business rule. All four business rules have "Execute when a request is Created, Any Time"
Asset Scan failing on multiple workstations
We seem to be having issues scanning workstations in the past few weeks. Happens if we use the agent or don't, we just get a 'General failure when performing the operation'. It seems to have started happening around the time we upgraded to 9236.
Backup File Not Found
When viewing the status of backups, a message "file not found" is listed. When I go to the backup location, the backup file is there.
Problem with renew ServiceDesk Plus Free Edition license
Hello, Can I renew our ServiceDesk Plus Free Edition license? How can I do it? I cannot do this from SDP start page:
Open Tickets from Received email
We are running 9.2 and have not made any changes but stopped having tickets opened randomly about mid day Tuesday. I am not getting any errors and the emails are in the proper mailbox. The admin mail settings just says "running" when trying to fetch mail. We have checked all ports and Connectors as well as restarted the server. Any Ideas?
Sorry an error has occurred - Custom Report (CMDB)
If we run a customer report against CMDB module, it runs fine. However, if we filter by Desktop or Laptop, we get the large warning triangle and "Sorry an error has occurred" message. If I try and edit the report, I get the following errors in a pop up window: java.lang.NumberFormatException: For input string: "null" at java.lang.NumberFormatException.forInputString(NumberFormatException.java:65) at java.lang.Long.parseLong(Long.java:441) at java.lang.Long.(Long.java:702) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:334)
Show the last run date of reports
I'd like a report that shows all the reports' last run dates, if possible. We're trying to clean up the reports that have been created and we can't tell what is being used and what isn't. Thanks, Tammy SD Plus: 9.2 Build 9241 DB: postgres
View is now gone.
Good day. One of our employees has recently had an issue with the default view. When they log in, on the dashboard it shows they have tickets open. When they click on the number, it takes them to a pipeline view, but it is empty. Switching between all the views still produces the same results; the columns are there, however, there are no tickets to view. I have gone in a modified their permissions to view all the companies/sites/departments/just their own tickets, but none of them produce any new
Dueling Help Desk Auto Reply
We Disabled new request creation through email 2 weeks ago and updated the system with our auto response. Today we got a phone call from another agencies help desk because ManageEngine was bombarding their desk with a new ticket every second. Come to find out they send an auto response to each new ticket saying it was received which was not associated to a ticket in our help desk so manage engine fired off another email saying they need to log into our help desk to create a ticket. How can we overcome
Rendering Exception error
Hi, I have a new employee template setup in the Request Catalog with several resource boxes and field & form rules. Amongst other requirements, the hiring manager must fill in the full name and start-date of the new employee. To ease the overview for the Servicedesk technicians, I created a field & form rule that disabled the subject, and created a script that automatically updated the subject with the name and start-date of the new employee. If I create the request as a technician it works as intended.
Change notifications
Is there anyway to limit the number of notifications sent. Example John X is a Team Leader, Reviewer and is also a Change Approver. When a change is Approved for Production, a notification goes out to ChangeManager, ChangeOwner, ChangeRequester, CAB, Line Manager, Implementer. This means John X will receive multiple of the same email notifications. Can this be refined in any way?
Can't find ChangeID as an Attribute of Change in REST API, can you add it in the next version??
Hi all, I can't find ChangeID in Change's API. How can I get it using scripts?? Urgent, thanks for anyone provides useful information. Benny
Integrate SDP with ADMP - Reset AD Passwords, no domain...
Hi, I have enabled tight integration from ADMP and entered the server details in SDP under ME Integrations. Both test successfully from their setup screens. I also selected a template for AD password reset. I can now see the Action menu item to reset the account, when I am in a request of the selected template. When I select the Actions menu item, the window appears asking for a domain selection and a user. When I click the drop-down for the domain, our domain does not appear. Can anyone please
Required Field
I never noticed this until I was asked if I could make the Site field a required. There is no option to do so. Would that be correct? All other fields has that option.
how to prevent techicians from assigning tickets to techs that are on pto or leave?
Your Leave scheduling works if tech creates a NEW ticket and assigns to tech on pto, and then it auto in-assign. However, if tech assigns existing tickets to techs on pto, it goes thru.. How to prevent techs from assigning existing tickets to techs on leave status?
How to automatically add workstation entry in Workstation_Fields table?
So when a new workstation is added to SDP it is given a unique WORKSTATIONID and entry in the SystemInfo table but it does not create an entry in the Workstation_Fields table until you edit the asset in the GUI and make a change/addition to a custom field. This is causing a problem with automation we wrote that updates UDF_CHAR columns in Workstation_Fields if it doesn't exist. Our automation updates Workstation_Fields based on an SQL update statement that joins SystemInfo to Workstation_Fields
Purchase/Contract Management - Cost Center
Can a ServiceDesk "Technician" also be an "Owner" for a "Cost Center" ? Currently receiving an error when adding a cost center, message says that it's unable to find the user.
Requesters with duplicated mailaddress
Hi We have several requester with duplicated mailaddress. One of the mailaddress is from AD synk, the other is from incoming mail before we started AD synk. The problem is when requesters send a mail now the request is connected to the wrong SDP user. What is the priority here? Is it the latest created user that is used? Has this been changed in SPD sometime? It would be great if SDP had a migrate tool for this, Like "Migrate users A anv B and make user B primary"
Domain Scan not discovering some machines?
Hello, So i have been trying to figure out this issue i'm having with ManageEngine in where i cannot see about 20 machines in my environment. They are live and active because i use another scanner and it picks them up no problem. I tried doing network scan, thinking that maybe my domain scan is just messed up but that is not the case. When i do a Network scan i get 0 feedback and says all 255 machines are unresponsive, which once again is false considering i use Alienvault which works perfectly fine
Remote control via Remote Assistance
Good afternoon! I am trying to set up remote control to an asset via Remote Assistance. The logic is that you need to run the application as administrator, for this I write in the command line: cmd / C start RunAs / user: domain \ user / savecred "msra.exe / offerRA $ DEVICENAME" However, quotation marks ( ") is not transferred to the command line in CMD transmitted.: cmd / C start RunAs / user: domain \ user / savecred msra.exe / offerRA $ DEVICENAME What is causing the problem, as additional parameters
Mail to requester, Sending notification failed
Dear All, We are using servicedeskplus version 7.6.0 build 7600.when we try to reply requester from the manage engine we get the error attached. sending notification failed. What can we do please.
How can I disable file attachments?
Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com Error Message java.io.FileNotFoundException: /etc/ManageEngine/ServiceDesk9103/ServiceDesk/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/fileAttachments/Request/Feb2016/495/Norton
Unable to migrate to MSSQL
Morning I am trying to migrate our database from Postgres to MSSQL, with limited success. I am following these instructions (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat where, ServiceDesk Plus Home ->
FAILURE: Exception occured while performing the operation. --> Changing from template from default to a custom form template
Hi guys, I ran into the following issue: When changing the request template of an existing default request to one of our custom templates, I receive the following error: "FAILURE: Exception occured while performing the operation." When searching through the log I can see the following issue: [13:06:11:798]|[01-30-2017]|[com.adventnet.servicedesk.workorder.action.WorkOrderAction]|[SEVERE]|[70]|: update of workorder 39903failed. Exception while updating Workorder. Unknown column GUDF_CHAR9 in the table
Adding multiple assets through API request
I am trying to add or update a change request within SDP, but am only able to do 1 asset at a time. Can you please provide assistance with adding multiple assets in a single request? I have tried separating the items with spaces, commas, and semicolons, all with no luck. Parameters are: OPERATION_Name - ADD TECHNICIAN_KEY - 927A67B8-9C7F-4180-B437-067C54B61861 FORMAT - JSON INPUT_DATA - {"operation":{ "details":{ ......"assets":"single asset name used"......}}} - works without issue - INPUT_DATA
Service request Resolution tab shows a blank screen
I have two service requests that users reported being unable to close. When I took a closer look, I found portions of the details sections on the request tab missing and the resolution tab was completely blank. We are running Version 9.2 Build 9230 Regards Dave
AD Authentication
Hi! I have installed a blank servicedesk plus and the first thing i did was to import users from AD and activate AD Authentication. However this doesnt seem to work. The system just replies wrong credentials when i try to login with my AD account instead of the local administrator in the system. The only thing i have done is: Import users via Active Directory - Set my user as admin for servicedesk and active AD authentication. Have i missed something to get this to work? Version: 9.2 Build 9241
Unable to install updates.
I keep getting the following error when trying to update. ("The file may be corrupted or check for the available disk space.") I do run the updatemanager as Administrator. I am struggling to get support to remedy this issue.(See attachment.)
Custom Trigger not working consistently
I have a custom trigger for performing some automation around high priority tickets. The rule always triggers when a the ticket is created; but only sometimes triggers sometimes when the ticket is edited and set to resolve. Is there any explanation for this behavior? The rule is set to trigger on Create and Edit status "is" "Open", "Acknolwedged" , "Resolved"
Approval Workflow Issue or Intended Functionality?
9.2 Build 9238 MSSQL We have a number of templates that have an approval workflow. This morning it was brought to my attention that after a ticket has been approved a technician edited a resource field on that template with some missing information. This edit activity caused the approvals to all be resent. I don't recall seeing this behavior before nor do I see it described in the user/admin guide; however I could see where this could be intended functionality--however if it is I would need to understand
Internal Server Error - Survey Link
HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.regex.Pattern.<init>(Unknown Source)
java.util.regex.Pattern.compile(Unknown Source)
java.util.regex.Pattern.matches(Unknown Source)
java.lang.String.matches(Unknown Source)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:202)
note The full stack trace of the root
Unexpected behaviour change after upgrading to build 9239
Hello, After upgrading our test environment from build 9227 to build 9239 we noticed a behaviour change when using email command. Until now, we used the default SDP email address as FROM address. Because this email address is associated to the default administrator profile, all mappings were successful. Since the upgrade however, the mapping fails. The issue is that the email address is also associated to a requester profile. That means there was a change in the logic: now SDP seems to first check
Job execution Failure
Hi, I need help to solve this issue, we have many error logs like this and some notifications are not sent JobExecutionFailure: jobId:106671; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[106671],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":6243,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@2f537f63"],"errorInfo":[null]}
Technican Appear in drop down list while creating a ticket but it doesnt exist as a real technician
We are currently experiencing and issue when trying to select a technician who appears in the pick list but doesn't actually have a real tech accounts how can we remove this bug. Our Current Your Version : 9.1 Build 9120 We will be updated to latest version soon but in the meantime we need to fix this issue before that happens.
Delete unwanted conversations
We had an issue end last year where the whole notification, emails replies went into a loop. On a ticket we had the requester that activated an Out of office, as well as the Technician assigned to it. After a few days both these users also ran out of mailbox space. We are pulling emails every 10 minutes. Now the ticket gets updated and it send out emails to both the requester and technician. (this happens with every email retrieved with the request number in the subject) Now you can calculate the
Can’t access all requests
I’m trying to get all requests. I found this post and tried to do it the same way. The URL I’m sending with HTTP GET method is …/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=XXX…XXX&INPUT_DATA=<Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>All_Requests</value></parameter></Details> The response body is: <operation name="GET"> <result> <status>Failed</status>
Error in system log
I am receiving this error message very frequently and it is making the database increase in size very quickly. JobExecutionFailure: jobId:3232921; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[3232921],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":43355,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@1b4576e8"],"errorInfo":[null]}
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