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]}
application is runing too slow
Hi I am setting up a servicedesk plus but application is too slow. I have follow the instruction on your forum for java tuning and set as follow · wrapper.java.additional.19=-XX:PermSize=64m · wrapper.java.additional.20=-XX:MaxPermSize=256m · wrapper.java.initmemory = 256MB For small and medium customers: wrapper.java.maxmemory = 2512MB Thanks Fariha Naveed
SD Update uninstalls
Every time I perform an update, the ppm unpacks and then says (after about 10 minutes) that the update has successfully uninstalled. I restart the service and everything is fine be it that I am stuck on SP 38. The same has happened with 39, 40 and 41.
Get Last Updated Time using API
I do not see the contents of this field in the API. It is an important one in my view. Does anybody know how to access it?
E-mail Command logic
Hello, Could you please help us to understand the E-mail Command logic? When an e-mail message is fetched containing @SDP@ in the subject: STEP 1: SDP checks if the e-mail sender has a login in SDP Yes > check the role associated to the user profile and continue to step 2 No > treat the message as a reqular e-mail (and create a new requester profile if needed) STEP 2: SDP evaluates the E-mail Command parameters and looks for @@REQUESTEREMAIL=...@@ in the message body
Issue - Exporting The Service Desk "WorkOrder" Table To Crystal Reports
Hello Experts, I'm new to Service Desk, so forgive me if I'm making an obvious mistake. I've pulled the Manage Engine Service Desk database and all of its tables, columns etc into Crystal Reports. [In case you don't know Crystal Reports is a piece of software for creating reports from virtually any data source - in this case, Service Desk's database.] Now, I've had a look at an image of Service Desk's "Work Order" table from October 2010. (See image 1) Image 1: Inside the "Work Order" table; you
Department shows as NONE - SDP updated to 9240
We have a problem when editing requesters details some will have departments field already assign some will not be blank when trying to either add or modify existing department the filed shows as non and when trying to select the list doesn't show we also tried associating to site and the list still doesn't populate.
Partially hidden description or conversation
Hello, Did anyone experience part of the request description or part of the request conversation being hidden? Sometimes we need to click on the following symbol to see the complete description or conversation: Unfortunately this symbol can be easily overlooked as it is appears at the very bottom of the description or conversation and not where the text has been hidden. It does not seem to be browser related, because we have it with Internet Explorer, Firefox and Chrome, even in private/incognito
can't delete tech group
I have a tech group that we don't use, try to delete it - get an error "can't delete group" why?
Technician Help
Hi all, I have some very strange issues here I was wondering if someone could assist. I have two issues but they might be linked. The first issue is that I have 2 technicians that cant see some items in the Service Catalogue, everyone else can see them but these two technicians can't, I have tried rebooting the service and this hasn't made any difference. Both of these technicians have full admin rights to the service desk yet they can't see the missing items in the service catalogue. I have full
service desk error and db repair?
hi all newbie here i have taken over servicedesk from a ex colleague and we have started to get this error we are running windows 2012 , sql 2008 is there a repair util for this? here is a screen shot of the error ? one other thing our java is running at 84% cpu and around 4gb ish.
Mandated Resource Fields Not Being Enforced
I am on 9.2 Build 9238 and I have several templates that have resource fields that are mandated. I have noticed these templates can be submitted regardless of whether the mandated resource fields are completed or not. Is this a currently known issue, is anyone else seeing this behavior?
Issue importing *.mpp files
We are currently on Build 9226 and cannot import MS Project files - "Error occurred while importing project". Any ideas why and where I can begin troubleshooting?
Field and Form rules not working when "Applies to All Users" is selected
After building Field and Form Rules to be applied to all users, it only executes when the user is a Technician. I built a few Field and Form rules to change the Group to a specific group when a certain value in a dropdown list is selected. An employee in the Firm reported rules not working consistently. I have narrowed down the issue to requests submitted by users that are Requesters. The rules work just fine when the user is a Technician. I was reading the forum and it looks like users have had
ServiceDesk 9.2 - does not work after latest service pack installation
Hi guys, I have applied the latest service pack on my 9.2 build. The service starts ok but I cannot browse to the web interface. Any troubleshooting tips? Regards, Tom
Quick Actions for Requesters
How to enable "Quick Actions" for Requesters in SDP 9xxx ? In SDP 8xxx it is enable by default. http://odarchuk.com
Server Not Responding
Receive the following error from multiple people across the country in our organization...Sorry, server not reachable. Please check your internet connection or try after some time
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