Service Desk Plus, Heuristically Identified as containing Trojan Downloader
Good day, Our Antivirus (Kaspersky Endpoind Security 10) has heuristically identified a generic Trojan Downloader within the service desk code. If this is a false positive, please engage with them in order to have the code trusted. I have also engaged them directly to get more clarity on why this is the case.
RESTORE OF BACKUP
Good day! Our situation is that in our server we have 2 drives that contains the backups of the service desk. I just want to ask if it is possible to merge those two backups , because we need to upgrade to a newer version of service desk or what could be the best possible ways to restore the data or if there are other solution to restore it. Thank You and I hope you can help us in this problem.
Troubleshooting powershell scripts
Hi All, Does anyone have any tips on how to troubleshoot powershell scripts that are setup in custom triggers? I have two that are not working as expected (seeing no results at all), although the request history log shows both the scripts are being run when the request is submitted. Thankyou, LL
Service Catalog drop-down menu not showing up
Can anyone help me understand why my Service Catalog drop-down menu isn't showing up? I have a service under a service category so there is service template I created. However I don't see it under the Request Catalog menu that only displays Incident templates. I also don't see a Service Request menu as referenced in the user guide. I inherited the implementation so I'm trying to backwards engineer how it was set up.
Holidays Dates display incorrectly
Hi, When setting my holiday dates for the new year, they are appearing to be offset by 1 day, as per attached screenshots... Is it possible I can re-align the dates again? Regards
Problem restoring a backup
good afternoon, in writing here because i am out of resources trying to resolve this problem with our servicedesk pro. the thing is i have installed a new windows 2016 server also i have installed "ManageEngine_ServiceDesk_Plus_64bit(9121)" which is the same version of the production server. when i tried to restore a back up it never show a message saying "the data was restored sucessefully or something like that" i dont know if it really show a message just saying, then when i tried to run the services
How to remove addedd service Fields
Hi, I added one service filed which is called call type , now I want to delete this, so how I can remove
Application Layer Started.......
SDP wont start. I have executed run.bat but get the attached error. Please assist. Thanks,
Notifications on dashboard in Chrome
Hi, since updating to the latest servicepack, the notifications (alarm icon with a number) doesn't highlight anymore when a request has been replied to etc. Can still click and see but far less useful now. Still works in IE though. Anyone else had this / know a fix? Thanks, Dean
Mobile for ANDROID does not work
Mobile for Android does not work. PLease advise.
Question about Technician Auto Assign feature
Hey all, We've been using the Technician Auto Assign feature for almost a year with no issue. We use the load-balancing option to make sure the distribution of tickets is, well, balanced. Last week one of my technicians (Barry) was on vacation. I marked him as such in the Technician Availability Chart and assigned another person (Ben) as the Backup Technician. We received an important ticket that should have been assigned to Ben, but it got assigned to Barry and went unseen for 24 hours. In the
'ShowSuggestionsToTechnicians' of 'globalconfig' to be a part of Admin Console
SD-65289 :Unable to disable Solutions auto suggest for Technicians. This can be done by updating the column paramvalue as 'false', for the category 'ShowSuggestionsToTechnicians' of 'globalconfig' table in db. Can you please make the above as a part of Admin console? It's basic configuration setting and you require us to look into the database. /Mar
Incident Additional Fields not populating
Hi, When trying to update or add a new value to an existing pick list the changes are not saved. The value test 1 was entered when saved and it does not appear. You are able to delete a value. Changes made to existing values also do not change. Example changing test to test2 and then update: text remains test. We are only using two pick lists, totaling in 39 values. Upgraded to 9.2 build 9238 and still having the problem. Using MS SQL back end. Any Ideas? Regards Duncan
Service Desk Plus and Desktop Central Integration
I have noticed that recently servers which are scanning successfully in Desktop Central, are failing to scan in Service Desk plus. Are there any known issues with the integration between the two systems? SD+ 9.2 Build 9232 Desktop Central 9.2 Build 92045 The errors reported in SD+ vary despite the asset being able to scan successfully in Desktop Central
404 error connecting to web browser
Hello, so when i launch up ManageEngine Service Desk Plus Professional edition it loads up and says it starts but i cannot connect to the address that it specifies for me to go to. I get a 404 error when i try to get to the page (http://localhost:8080), i've tried connecting by the IP on the virtual server i'll have manage engine running on but that's a dud as well. I have scavenged the forums looking for a resolution but all have proceeded to fail for me. Anyone with a solution or tip would be much
REST API failure to post projects with example data
I am unable to use the Rest API example to post a new project on one of our servers. I have the JSON format correct as I am able to post to another server using the same data. I have tried multiple browsers. The same error happens for any type of operation. I do not get an error message either. Please see screenshot below. Why won't it allow posting?
Avast blocking SDP mail fetching/sending
Hi, Avast keeps blocking mail fetching/sending on ServiceDesk Plus, despite us following the steps in the post below. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html Any advice gratefully received...! Thanks, Andy
Replacing Categories - Can't delete the old ones?
Hello there! As i said in the topic, we are going to replace all our categories, and would like to remove the old ones. We get this error: http://prntscr.com/dmmqm3 "Category is in use by another module. As such we can not remove it from the database. However it has been marked so it can not be used" However, i can still use it, and i can not delete it. What do i need to do, to be able to delete it? With Kind Regards Lars Sverre Levang IT - Klepp Municipality
Resolution tab on requests is defaulting to Solutions instead of the Resolution
I'm not sure when this was added, but whichever build added the light bulb the the Resolution tab also made it default to showing Solutions when clicked, instead of the box to type a resolution. This is really annoying for us, because with the types of requests we receive we can rarely just add a pre-made solution, so we end up typing one almost every time so it was preferred to have it default there. Is there any way to return it to the original behavior? So that it opens to Resolution within the
Error Starting the Server
I get this error when trying to start the service desk: Could Not Find D:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to DEFENSE SECURITY COOPERATION AGENCYITCATHY Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details
Android App Login
When I try to login to the Android application using my domain login I receive the below error: Login Failed. [TechnicianKeyDefinition] Violation of PRIMARY KEY constraint 'TechnicianKeyDefinition_PK'. Cannot insert duplicate key in object 'dbo.TechnicianKeyDefinition'. The duplicate key value is (2345). Can you please help me to get logged into the app. Thanks
Syncing multiple domains
We use AD for authentication for both our requesters and technicians with an update every three days. We have two domains, but the Active Directory settings only allow for us to enter one domain controller for syncing. We do have a trust relationship between domains so we were hopeful we would be able to use one DC address to obtain requesters from both domains. That doesn't seem to be working. Anyone figure a way around this?
High CPU on java.exe
Hi I have problem with java.exe use 100% CPU, it happend direct after I start Servicedesk Plus. It seems to be problem with mail fetching, If I disable mail fetching CPU usage i back to normal but increase to 100% when I start it. I have confirm that the server can access port 110. 9.2 Build 9227 MSSQL //Peter
Tracking and Allocating Software Licenses
We currently have purchased Visual Studio licenses per user that allow for multiple installs; one install on a users primary workstation system as well multiple installations on virtual test system(s). This also includes downgrade rights from the original license to previous version(s). You thus end up, for example, with a single user license that may have 2, 3 or more installations based on that single license purchase. The issue we are running into is that we need to be able to allocate each of
Search bar not working
We have upgraded to the latest version 9237 When using the search bar 'Type here to Search' and selecting 'Incidents' > 'Default Search' it searches 'Solutions' and not Incidents as selected.
Unable to search Incidents keeps defaulting to Solutions (9237)
Hi, We have upgraded to the latest version 9237 and when using the search bar at the top and changing the magnifying glass to Incidents>default search, it keeps searching Solutions and not returning any incidents. Any assistance would be great as this is a key feature that is in use daily.
Notification Problem?
Our notifications are set to not update users when their request is assigned to a technician but to notify them when their request is updated. Apparently the system treats the assignment of the request to a tech as an update, so the user gets an update notification when their request is assigned to a technician. Unfortunately, assigning a request does not really change anything or add any useful information to it, so when the user then checks on the request to see how it was updated (ie. what work
Can´t close ticket opened defaull request form
I´ve created multiple tickets successufly by importing through excel. But when i open the ticket and try to close it, nothing change. even when i change the ticket state to solved and press the button to save the change nothig change. the ticket state remain opened. Could you guys please help me on this issue?
Email address case sensitive?
Just found request from unrecognized user on our sdp. What a surprise was when i realised that he exist in our sdp - with same address email but... some characters are different case. Is this by design or a bug?:) We run 9230. Maciej, SDP admin since 7.0
Multiple Attachments
I do employee onboarding through this software, I have usually no less than 3 documents that must be attached to a reply and sent to the end user, it seems I am only able to attach one document to a reply. I can attach multiple to the ticket itself, bot only one to any given reply. it's not a size issue, because I have tested it with multiple small 25k text files... Am I missing something? Jim
Import Accounts and othes modules from ZOHO CRM
Is it possible to import data from ZOHO CRM? How to? We´re using version "9.2 Build 9232" of ServiceDesk Plus and the "old" PROFESSIONAL version of Zoho CRM.
Upgraded to 9236 and Did not get changes to UI
We have two installations of SD one in Prod and one in a Test domain. We had upgraded successfully the one in test. It has the new ui and features. It is at 9234. We upgraded Prod to 9236 and did not get any of the new UI or features. Thanks Chris
Problem with login
I have users in servicedesk plus that can login on one computer but can not login on another computer. The message I get on the pc that the user cannot login on is This page can’t be displayed Make sure the web address http://docrXXXX:8080 is correct. But I can login to it just find and so can other users.
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Hi, I have implemented your service desk plus trial solution, but have experienced problems regarding email configuration. The username and password are correct, I was able to log into OWA with it, and the emails are being received but the application just can not authenticate with Exchange (Exchange Server 2010) properly. I followed the link bellow and checked out everyтhing that can possibly be problematic. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html On a exchange
Description parameter on Notifications
Hi to all, we have experienced, in one of our installations, some problems with notificacions. If we include $Description field in any of notification with others parameters like $requestername, $Requestlink, message only shows $Description field. The others fields are missing in notification and SDP only send $Description. Could you tell us any solution for this issue? Thanks in advance Installations details: W2012 Server SQL 2012 SDP 9236
SLA Problem
We have an issue regarding escalation timing as we created a SLA that should escalate the ticket after 30 minutes+1, although the ticket is escalated some times before the 30 minutes and sometimes its marked as SLA violation but not escalated . Thanks
One Technician being automatically assigned tickets
Hi, One of our technicians is randomly assigned incoming tickets. This does not happen all the time but when it does, it's only to this one user. When we check the ticket history, there is no indication of it being assigned. Has anybody else seen this issue? We've confirmed no business rules are auto-assigning tickets and none of our request templates list this Technician as the default recipient. As another piece of possibly useful information, this Technician is the first alphabetically in our
Dashboard isn't working after update
Hi, there is some problem with Dashboard after upgrading to the latest version of SDP. It's just doesn't load. Looks like that:
How can I change the price of a product?
Folks, I'm trying to change the price of a product. 1. I go to Product, and look up the product. 2. I go to the produce and open it via the link, which then shows the Asset Management - Product> Product List with my product in the Product Details. 3. I <click> on the Vendors tab and, since I only have the product associated with one Vendor. I see the vendor and the product price. 4. If I <click> on the edit button on the product, the Product Details are populated above. 5. I then change the Price
Desktop Central menu
Hi, I'm trying to give my technicians the menu for desktopcentral within servicedesk. I have the systems both setup and connected to each other. I have enabled the settings and users can jump to desktopcentral etc. I have enabled them to have access to it in servicedesk and checked and this works ok. However it does not display for any of these technicians. I've followed the guide here - https://www.manageengine.com/products/desktop-central/help/configuring_desktop_central/ui_integration_with_servicedesk_plus.html?sdpi
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