upgrade 9.2.38 - form to SMS the technican
SD-65188:Validation issue in the 'To address' field, if the SMS gateway is configured under Request details --> SMS the Technician. Dear Team, The above fix only partially improved the functionality. Majority of us, especially operating at a global scale, is storing phone numbers in AD in such formatting +country_code phone_number. Can you please apply additional formatting on To: field which will remove blank spaces and "+" sign? Otherwise, our people needs to remove spaces and plus sign manually...it
Urgent - Issues with changing sender name
Hi Below is a screen shot of my issue As you can see the senders name is showing Application Heldpesk Instead of Application HelpDesk Which tab do I go into to change these details?
Unable to scan workstations using agent anymore
Hi I can no longer scan any Windows 8.1 machines using the agent. I can still scan Windows 10 (with agent) and servers (without agent) The server log file reports Problem while analysing exception caused during workstation scan.|org.xml.sax.SAXParseException; Premature end of file. at org.apache.xerces.parsers.DOMParser.parse(Unknown Source) at org.apache.xerces.jaxp.DocumentBuilderImpl.parse(Unknown Source) I have tried updating ManageEngine Service Desk and
How to change Operation Hour more flexible?
Our Organization need Operation Hours follow: From Monday to Friday, Start Time: 8:00 to End Time 17:00 Saturday: Start Time 8:00 to End Time: 12:00 Sunday: Off. How can I change? Thank vutico@gmail.com
Variables add http:// twice to our notification emails
We are experiencing a problem after upgrading to 9201 with our notifications. When the notification is sent it will add an extra http:// to the link and of course take you to a 404 not found. I have looked at several solutions which recommend removing the URL in the link and leaving it as just a variable but this still produces the same issue just with a complete link instead of hyper linked text. Has anyone come across this and know how to possibly fix it? Or is it something where I need support
Wont Save any Settings in Admin area
Hi there hope you can help I have managed to get ServiceDesk Plus to load on my windows server and I have logged in and I am trying to go through the settings to set things up and I am trying to setup the email side incoming and outgoing but doesn't matter what I do as soon as I click on Save it just wipes everything I have typed in and leaves it all Blank I even went in to normal settings to change the Currency from USD to GBP and clicked save and then it comes up with this error "sdp.settings.filePathExists.error.msg"
How setup authentication user by ADFS?
Product : ManageEngine ServiceDesk Plus 9.2 Build 9231 I'm follow as URL : https://www.manageengine.com/products/service-desk/ad-sso-integration.html and some step unclear. How enable Page Admin->SAML Setting Page on my Server?
Mail Fetching/ Merging does not work properly in some cases
Hi, we are running 9.2 Build 9235. From time to time we can see that fetching mail and merge it to existing one does not work, although correct key-phrase is available in the subject line. Could you give us some advise on this problem? Kind Regards, Arndt
Error when sending replys
The below message just started coming up this morning when trying to reply to tickets. I checked the email account and everything seems fine, I re-entered my password and get the success message, nothing over the weekend has changed. I am using Office 365 and it's been working like a champ till now. Anyone have an idea why all of a sudden without warning it would stop working?
Approval Option while creation of request by end user
Dear Support Team, Thanks a lot for previous support. Actually my manager is now looking something like If end user opening the request could it possible that user can have a approval tab or option on screen so that ticket directly goes to approval not to technician or admin? Once the request approved only than it goes to technician. As currently after the ticket is created sent for approval option is available to technician/Admin. I hope i am able to describe the issue. Looking forward to hear from
Product selection error (Purchase)
We are experiencing an issue when selecting items from the Purchase dropdown menu. It's happening on both our TEST (v9235) and PROD (v9217) instances with two separate databases. When a new PO is created and the vendor and product type are selected, the user is unable to select/view items from the product list. Two different scenarios occur: - the Product list will not be filtered by Product Type and the user is able to view all items from the vendor. This is not ideal since some vendors have hundreds
Unable to Delete Attachments
Hello Friends! Okay, so I'm in the process of deleting file attachments that have been sent from users and I've noticed that I can delete everything except those attachments that end with .doc. Is this intended behavior or is it possibly a permissions issue? Let me know what you think might be happening! Thank you, Ryan
Set same SLA on Service Requests and Incidents
Our organization specifies the same SLA for incidents and service requests. I've just realized that ServiceDesk Plus does not enforce this and expects each service to have a different SLA specified in workflow. This does not work in our organization. I have tried using both Business Rules and Field and Form Rules to set the appropriate "Response DueBy" field for each priority but it does not seem to be exposed in either case. I'm hoping that the field just isn't listed in the field list of Field
SDP Agent Service Stopped
Hello, We have noticed that a large number of our SDP agents have stopped reporting, after investigating we found that the ManageEngine AssetExplorer Agent service is stopped - Is there any known reason why agents would turn off unprompted? It appears to be effecting more and more workstations/servers as time goes on. Thank you, James
Popular Solutions
Good day! How can we increase the number of displayed popular solutions on the Selfservice portal home page? Now displays only 5.
2 PO issues
Search function in Purchase Order is not working I have used the browser find to highlight PO. Google chrome margin resizing of a purchase order not as flexible, it forces a two page print and there is only a need for one page can we have these order's resized to fit on one a4 by default. It works OK in Mozilla.
Making support groups inactive
HI, Have you finally solved the request to make support groups inactive, or delete/merge existing supporting groups? It has been a feature requested by many. Regards,
Change Request Approval email
Can an email be configured to be sent to the Change Owner (to Approve for Production) once Recommendations have been approved? The status sits at Approval Pending until the CO logs into the system to approve.
Multiple Issues in software assets
I have been having multiple issues in the software portion of SDP. - cannot delete software - software returns even though there are no installs of it in our organization any longer - cannot delete software suites that are empty I keep getting error messages that state it failed : 1. software licenses received from PO 2. software having licensed installation 3. software is member of suite Anyone had similar issues? any fixes? Thanks!
Incoming Email Handling
Hi all, I am having issues with how SDP handled incoming emails and I can't find anything in the admin settings of where I can change this. All tickets are coming in as Urgent and not a standard SLA of 5 working days etc. Please could someone advise me how and where I can change this please. Many Thank Ali
Of net reporting for AssetExplorer
Is there a way for AssetExplorer to report in when it is off our office network? I have tried pointing the agent to the public side DNS as well as the public IP with no luck. What ports need to be opened to enable this process?
Cross-Frame Scripting ClickJacking Vulernability
URGENT!!! I am unable to allow the Servicedesk application onto the network due to this vulnerability. I have tried all options in the web.xml but due to the version of tomcat, i cannot use HttpHeaderSecurityFilter. Please advise!!
Task attachments
Hello, Where on the server is SDP storing task attachments? Within the fileAttachments\Request folder? Are these attachments moved to fileAttachments\ArcRequest when the associated request and therefore the task is archived? What if the task is not associated to any request? Where are the task attachments stored in that scenario? Best regards, Demetrius
Single Sign on with version 9.2 Build 9239
Before I upgraded to version 9239 I was able to configure SSO. After the upgrade I now have issues. For instance users get a prompt to log in before they get the login prompt from manage engine. Is there anything else I should do to enable single sign on so users are not prompt to login? Thanks, J
SDPlus - Contract import fails to parse xls date
I have tried to import contracts (to save time) and would have been quicker entering them manually! The xls is saved with date format yyyy-mm-dd, but I keep getting this parsing error: Date parsing error : Unparseable date: "19 Nov 2017, 00:00:00" I have tried (many times) to use the failedContractsList.xls - when I open it the date appears as 19 Nov 2017, 00:00:00. I delete the ", 00:00:00" but the error keeps happening! BTW I am using Office 2016.
Variable in Notification Template
Hello, Is it possible include file ATTACHMENT in customized template (notification rules)? And how ? Thanks.
Adding Approval Request message to the ticket thread?
Is there currently any way to have the system automatically capture a copy of the approval message that was sent to the approver? For example, a requester is requesting an item be purchased. The request goes into SDP, then a technician picks it up the ticket and send it off to a manager for approval. The approval request could look similar to the fake email below. To Michael, Subject: Approval required for a request I have a request for 1 license of Sublime Text Editor, could a new license be
How to Change ServiceDesk Plus
Hi , Due to some security policy reason , we need change ServiceDesk Plus default web service port from port 80 to 8005. So my question is How to change the port number in ServiceDesk Plus system. Thank you. Paul
Improving Performance of Page/Template Load Time
We just upgraded to 9236 from 9221 this past weekend Under 9221 I built a complicated request template that has a lot of resource fields and easily 60 or more field/form rules. In the past, it did take a few seconds for the page to load; however, the page didn't appear to be released to the user until it had finished loading. Since the upgrade, It now looks like the page is immediately presented to the user but continues to load; as a result, the user is being presented with HTML code in the description
Can't rename values in a Pick List (Incident - Additional Fields)
Hi all. On our installation of SDP (9235), we have 2 pick list in the "Incident - Additional fields" area. In the first one, we have some values (Company Names). Now we need to rename two companies, by inserting "OLD_" before the name. I have changed the two companies and I have clicked on the Update button, but one of these don't change. In the System Log Message I have this message: field name - CdC field type - Pick List description - Centro di costo di attribuzione del lavoro updated. Module
Change or Modify ID Numbering used on Requests?
We recently migrated to the Ondemand Service Desk from an existing on Prem ServiceDeskPlus server, we have exported and imported existing tickets and resources into the cloud piece, but appears that our request system restarted at ##1## for tickets, and will at some point eventually collide with our imported request numbers, Is there any way to modify, or request to have numbering modify?
Technician Rights
Hi, We are setting up a new Support Group within the business (not IT) to take tickets that are logged for a business supported system. For these users to accept tickets we've had to make them technicians. The problem is , they get to see all the other support groups so this can be confusing. Is there any way to setup a support group and have users (Requester or Technicians) manage the tickets without seeing other groups ? Do they have to be Technicians, and if so how can we restrict what a technician
Quick Create - New Incident
After update to version 9.2 9236 the Quick Create - New Incident window disappeared. I have checked "Configuring Self Service Portal Settings -> Show 'Quick Create' section for technicians?" and it is set to YES. Any ideas how to fix it? Thanks in advance.
Resolution tab not closing request
Hello All, One of our technician has a strange issue when it comes to closing requests. When they choose closed in the resolution tab it takes the technician back to the actual request but with it still open. They then have to press the close button to actually close it. It isn't because they haven't selected the correct request requirements. Any advice would be greatly appreciated, Ryan Parker
HTTP Status 503 - Servlet org.apache.jsp.Login_jsp is currently unavailable - Unable to log into system
Just updated to V 9200 and now we receive the following when we attempt to login HTTP Status 503 - Servlet org.apache.jsp.Login_jsp is currently unavailable ype Status report message Servlet org.apache.jsp.Login_jsp is currently unavailable description The requested service (Servlet org.apache.jsp.Login_jsp is currently unavailable) is not currently available. Apache Tomcat/7.0.26 Any work around?
SDP email command doesnt works after upgrade to 9231
Hello to all, we have experienced problems with email command. After upgrade to 9231, our automatic emails doesnt work. SDP removes @SDP@ from subject but ignores the automatic fields on description when is a user who sends it. For technicians works correctly. Thanks in advance.
Changes in Translations not visible for Requester?
Hi everyone, I've ran into the following issue: We have had a Dutch Translations of the text "New Incident" into "Nieuw Defekt". I've now changed it to "Nieuwe Ticket". As an administrator I can see the change on the page. As an technician I can see the change on the page. As a requester however, I'm not able tot see the change on the page (I still see the old value "Nieuw Defekt"). I've cleared the browser of cookies and other data, but it still occurs. Any idea why a requester doesn't see this
Customisation for Ticket Appending via Email
Hi guys, is there anyway of customising the way SDP deals with the processing of the subject line to append to an existing ticket #. In version 8.2 you could simply type or forward an email and insert ##ticketnumber## and this would automatically process against the ticket with the # however it would appear that version 9.2 doesn't so this and only will append if you are replying directly to an email that SDP generates. (this is not good for if you want to assemble other information for the ticket
Linking responses to Change Notifications back to the Change record?
We have recently begun using the "Send Notification" feature in the Changes module. We find that when a user responds to this notification via email, it creates a new request/incident which is not what we are looking for. Is there anyway to link these responses directory to the Change and NOT create a new request/incident?
Unable to import requesters from Active Directory
When I try to import the AD requesters, the assistant is left thinking and never moving. Can someone help me? Thank you.
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