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
Strange UI after upgrading to the latest version
Hi! After last upgrade which changed UI it have a bug that can't be solved with reinstalling SD. When I point SD to the empty Postgres Database UI looks fine so I guess it's something in database went wrong. Bug looks the following way and exists on all tabs: Thanks in advance!
Restore local authentication
Hi dear customer support I had a miss configuration of authentication method and the local authentication is disable now, and I can not see local authentication for administrator login in the dropdown menu on the login page. could you please help me how can I login as local administrator to chenge the configuration and edit it? is any way to login as administrator? Thanks
Ticket can be resolved/closed without resolution
Why in the new version of SDP the ticket can be resolved/closed by technician with empty resolution ? Please your advice.
Recently we have moved to Exchange which email type and port i have to keep . I tried all port numbers
Hi, Please suggest i am using SDP Ver 9.0 9043 . Priviously we are using POP for mail Configuration Settings . Recently we have moved to Exchange . which email type and port i have to keep . I tried all port numbers . In settings i didn't find https so please help me what and which port i have to keep for exchange Mail id . Smtp Settings Saved sucessfully but mail sending option . Regards, D.Chaithanya
Technician Unable to see all tickets assigned in Queue/Group
I have an issue reported that I have been able to verify but do not know how to correct. A technician with the exact same role as everyone else in his queue/group is no longer seeing all tickets in the Request Group View. If he does an advanced search and looks for open tickets in that = his queue and are pending they appear; they all do not show up in his "My Pending" view even though they are assigned to him. Out of 6 tickets he has assigned only 2 are visible from these views if he creates a custom
How to Enable Local Authentication in Service Desk?
There is a Problem that i have in Service Desk When i was login with administrator account through "Local Authentication" in --> Admin Tab --> Self-Service Portal Settings --> Enable Local Authentication Settings --> Do you want to allow users to login based on Local Authentication? I changed the answer as "NO" !!! Now i cannot login with my administrator account anymore which i could do all my permissions through this account. Could you please tell me how can I Enable Local Authentication again?
Mobile Device and LDAP
Hi, we have 2 ldap. When i try to connect throw servicedesk/mc or android app. I can't connect. Any ideas?
The user belongs to a site for which you do not have access
When trying to create a request for a specific requester I get this error. The requester has these symbols in his name [ ] Would this be the issue and how could I resolve it? The department that doesn't exist in the sites of SD+ is written between these brackets. I am running Service Desk 9.2 Build 9211 with an MSSQL database.
Jump To
Hi, We're using ServiceDesk Plus and trying to figure out if the Jump to can be amended to include shortcuts to our own business links or apps ? I understand it's for integration to other functions and tools of the ManageEngine suite, but it would be useful if we could customize that OR if there is another way to add shortcuts to say , our SharePoint sites and apps ? Has anyone managed to figure out if this can be configured to our own needs ? Andrew
Upgraded to latest version of SDP, Can not use Desktop Central quick menus
I cannot use the Desktop Central quick menus. I get a blank page return.
Problem with notification
Hi, I have problem with Notification Rules. When I chose "Acknowledge requester by e-mail when the request is updated" and try to change some fields (status, description, subject, etc) of request, I dont get any notification. What reason can be? Also, I create new field with type Date. And I want send auto e-mail to creator of request, when this field will be change. How do it better? Help me please.
Incomming mail settings problem
Hi, I have implemented your service desk plus trial solution, but I have experienced problems regarding email incomming connfiguration. The username and password are correct, I was able to log into OWA with it, and the emails are being received but Its just not authenticating with Exchange (Exchange Server 2010) properly. I followed the link bellow and checked out everyhing that can possibly be problematic http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html On a server
Email fetching service is getting stopped automatically
We have installed Manage Engine Service Desk Plus 9.2 recently. We are facing the issue in email fetching service its getting stopped periodically. When we start it manually then its working. Kindly suggest the permanent fix to resolve this issue.
Receive items page is blank
Hello, everyone. When I go to receive an item on one specific PO, the screen is gray/blank. However, the rest of my POs open without issue. Any help will be greatly appreciated. With gratitude, Steve
Mail Fetching status :STOPPED
Out mail fetching keeps stopping, if you try to start fetching it goes back to stopped immediately. We are using version 9.2 Build 9220 Any help would be greatly appreciated.
Notifying when a ticket reaches a certain age
One of the things we would like to do isr HTTP POST to our Rocket Chat channel. I know there is Slack integration but we do not use slack at all. Our requirement is for us to be notified when a ticket reaches 15 minutes old without being assigned. Is there a way we can utilize the REST API in ServiceDesk to notify once something reaches that age? I looked at Customer triggers and the trigger can only be executed when a request is created or edited which isn't very granular. My thought for Rocket
[SOLVED] 9116: Requester Name does not exist; polish characters in requester name
UPDATE: Problem solved, after deleting sdp temp files we discovered that http->https redirection gone... Strange, but after configuring it again, everything back to normal. When trying to change requester after sending ticket by email from my own email account i get this message: And it seems to me that it happens only with requesters in special characters in name (mostly polish characters but also "-"). I have also 9117 on my LAB but in different os configuration (Linux/Postgres instead of production
Email Notification not working on ServiceDesk Plus for new request creation, completion of request etc.
Hi Support, I have setup ServiceDesk Plus everything is OK only Email notification for technician as well user is not working. I have checked all the settings. After saving settings in Admin=>MailServer Setting=> Incoming it shows settings save successfully and connection with Email server for mailbox is also success. Screen shot attached for further information about incoming/outgoing email settings. Moreover I have checked emails working on OutlookWebAccess (OWA) just to troubleshoot that normal
Issues with Mozilla Firefox
Hello, We have an issue with creating new requests, the issue only happens with Mozilla Firefox, if we try to create a request and the requester has a special character in their name (á,é,í,ú,ó) it gives the message that the requester does not exist. Any ideas? @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9235@ @32 / 64 bit installation = 32@
Requester does not exist
Hi, there is a problem when user want's to create request: Requester not found. This happens only when the user name and last name is spelled with Cyrillic letters(with space or without the first name and last). Please see the attached file. SDP version: 9.2 Build 9235
Changing Database
Hi, I would like to ask for those who are familiar about changing database. I have Postgres backup and I want to restore it in new DB which is MS SQL, will this be possible to transfer the data or do I have to stick with Postgres? I've tried it and it's giving me an error of "0 tables found...Please start and stop the server once and then try to restore t he backup data..." Thanks Rowell
Mail Fetching has stopped working
Hi, Mail fetching has stopped working suddenly on our SD+ today. I've stopped and restarted mail fetching - with no change I've restarted the SD+ service on the server its installed on also - with no change. I'm getting this error when saving the incoming mail settings: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password I've checked the credentials used and have confirmed that
Project Owner Query
Hi, we want to begin using the Project module and I'm currently testing this module. One thing I'm struggling with is that when I drop down "Project Owner" only my name appears. How do I add other member of the IT function into this list? Regards.
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