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.
v9.2 Build 9235 Bug - Rollover tabs
I just upgraded to the latest ServiceDesk Plus build (9.2 Build 9235, on Widows Server 2012R2) When access the console via the latest Google Chrome , Firefox, or IE11 (I'm using Windows 10 1607), the rollover bar at the top of the page is blank (from Home Icon -> User Icon). The rollover shows the individual buttons when I hover, but the 'rolloff' puts it back to blank again. Is this a known issue? Any fix available?
Created / Due By Dates Incorrect
At some point after our latest update to Build 9232, it appears as if our request Created Dates and Due By Dates somehow got flipped in how they are displayed. I screen capped the requests page to show you what I mean. Some dates are displaying in US Date Format fine (8/12/2016) while others are displaying with the Month / Date positions flipped (13/12/2016). Any ideas on fixing this?
File Attachments Not Found After Migration
We recently moved our SDP from Windows to a Linux server. It's running fine except the attachments weren't there. I've copied them manually to the new fileAttachments directory, but when I download an attachment it says 'The File was not found.'
Mail settings regarding 'Disable new request creation through email'
Hi, We have just performed this change to prevent new tickets being raised. For individuals its all fine, you get a single mail back, but when we sent a mail from a group mailbox it starts spamming it with over 40 ! Has anyone had this problem ? A
Application Stability
Good day, Please allow more time in the development life cycle to stabilize the application. SDP regularly fails to start and hangs on Application Layer Starting.......... This is a common complaint on your forum and I believe that no feature is worth anything is the application cannot start reliably. Regards,
9235 Layout Issue
Anybody else have this issue with the new version, I've jumped a few version so cannot say it was like this in the previous version. Tried the refresh and it's the same in Chrome and Internet Explorer.
Request Template script lines executing twice (sort of...)
Hi, I am working on a request form submission script, and for whatever reason, parts of the javascript code seem to be executing twice. I cannot understand what I am doing wrong. [Note, I tried assigning each 'getvalue' statement to variables first, then the variables to the 'set' statements before trying to embed the getvalue statements directly. There was no difference. Code: $CS.setDescription("Please approve request for access to " + $CS.getValue("ServiceReq_2701_UDF_CHAR4") + ", required
User survey returning 404 - all other areas work fine
We are just beginning to test the user survey before we push out a pilot. I've created a test survey and the notification on close is working (I receive the email regarding the survey). However if I click the survey link button, I get a 404 error immediately. the link itself seems valid (http://helpdesk is our direct link for the helpdesk no port required) http://helpdesk/sd/SurveyDetails.sd?surveyData=28e9182aaade180c3a315a4f9c483a9f6116cb41 But following that link from the email just returns an
ServiceDesk Plus and ADSelfService Integration
Hey Guys, I have a it of an issue, I am trying to setup an integration to ADSelfService from ServiceDesk which are both located on the same server. ServiceDesk Build = 9232 Protocol = Https Port = 448 ADSelfService Build = 5318 Protocol = https port = 443 In the General > ME Integrations tab under ADSelfService Plus. I have tried the following things. Server name: *SERVERNAME* e.g. LONAS01 Server Port: 443 Protocol Settings: https Servername: *Private Ip Address* e.g. 192.168.1.10 Servername: *loopback*
Since 9230: one Service Catalog form won't allow setting technician
Hi all, has anyone seen this - we have a service catalog form, which since we updated to 9230 yesterday will no longer retain the technician. You can pick up successfully, buy if you click on the group and technician fields to assign it that way, or use the assign function, it will set the group ok, but it never keeps the technician. The technician goes back to Not Assigned. so far only noticed on one form have tried editting the form to remove technician and group and add them back again. cheers.
Has anyone seen this Survey Error?
When customers click on the link in the User Survey, they get this error: It is very generic so not sure what to troubleshoot.
ServiceDesk Plus does not run...
Hello, I've just updated the ServiceDesk Plus to newest Version yesterday. It says that its completed successfully. I then start the Manage Engine Service Desk plus in services, but i can not connect the client to it. It says connection refused. Then i do following steps: - Stop ME Servidesk Plus services. - Open CMD in Admin mode and execute the run.bat in bin folder. - After some minutes, it says that i should start the client. The client runs OK. Now the thing is, - The ME Sevicedesk Plus service
Issue with upgrade
I am trying to migrate from an old 2008 server which has version 9.0.36 on it to a 2012R2 server. I currently have version 9.0.0 installed on the new 2012R2 server however when I upgrade i get this error . I have attached the error log. I need this working by Monday so if anyone has any ideas, that would be great
java.exe over 90% CPU
Hi, Today, Java.exe process went up to 90% CPU and has not gone below for 2 hours now, preventing doing anything with the aplication. I can't even log on. Previously, SDP was working like a charm. I restarted the server, but when back up, java goes high again. OS Windows Server 2012R2 DB SQL 2014 SDP version 9.2 Build 9233 I can´t generate support files, so I attached the complete server\default\log folder. Please let me know if you need some additional information. Best regards, Rodrigo.
SMS Business Rule Notification Not Working
Hi all, I'm trying to make a business rule that alerts one of my techs when a request is put into a certain group. My challenge is on the SMS side. To start email is working just fine including a connector in exchange. In and out bound no issues. Notifications with emails are also working. I've entered (into SMS Mail ID) and manually tested via my exchange environment that PHONENUMER@carrier.com which is successful. I've looked through the Notifications area to see if I need to enable anything but
Service Request Does Create Tasks After Approvals
We are running version 9.110 with MS SQL. We created a service catalog template and have the following work flow configured. Two levels approval All approvers have to approve the Service Request Send Approval notification automatically when a Service Request is raised Do not assign technician before Service Request is approved. There is NO SLA assigned Automatically trigger tasks once Service Request got Approved. There is one task configured and assigned to a specific technician When the incident
Assets - Auto Assign Asset
Hi, We are having issues with Auto Assign Asset: - When we use Auto Assign Asset it assign the User and the Department and leaves out the Site. - Doing it manually and assigning an asset to a User it will fill out User, Department and Site. When we run report for asset by user and site it provide us with incorrect information. We have over 250 asset we can not put them back in store and assign them one by one manually. Please any help will be appreciated.
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