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.
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
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