Slow search in Asset module
Hello to all, after upgrade our installation to 9231 we have experienced that searchs from search bar in Asset module are very slow. Could you give us any solution? Details of our installation: SDP 9231 Build W2012 64 Bits SQL 2012 Thanks in advance
Request Closue Code
I would like to be able to make a closure code mandatory to close a request. Is there any way to get this done? Current Version 9.2 Build 9231
ServiceDesk Assets software list not updating
Hello, When we uninstall software from computers, the software list for the computer does not update. If you run Scan Now on the computer it still don't update. We use the ManageEngine Agent on all workstations. This is missing up reports for software licenses. Thank you
Double Login by Requester
We are running latest version of SDP (9234) and have NTLM Passthrough enabled. Windows users auto-authenticate and passthrough, but Linux and Mac Users get the usual Pop-Up that doesn't seem to accept their username and password, drops them to the login page and then they can Authenticate with just username (without domain\user or user@domain) and get in to find their tickets as expected. However, this strange thing happened... a user logged in with say user@corp.local instead of just user... and
Business Rules
Hi, I'm trying to set a business rule to define that any ticket which is created without a group goes to a central pot for assignment. I added and cascades a rule that if any request was created or changed to Group=None it gets assigned to this group, but after sending a few tests to this they just sit there with no group Not assigned. Any ideas how I can fix this ? Andrew
Project tab cuts off one project from view
Service Desk Plus Build: 9218 When sorting projects by "Owner" the list does not properly display all projects. For example, I change the list view to sort descending (Z to A) the Project ID I see at the bottom of the page is Project ID #63 through Project ID #77. Project #62 cannot be found anywhere on page 1. Once I click to page 2, I do not find Project ID#62 but do find that Project ID#77 has been listed again. If I sort by Project ID though every project is listed as expected. So more specific
Rendering Exception After Creating New Departments
Hello... I am receiving [Rendering Exception] after I create a test department. I can recreate this multiple times... Is there a fix? Thanks Robert.Morris@angmarcompanies.com
Update from 9222 to 9234 mising left sidebar
We just updated from 9222 to 9234, and while I like the new look, we are missing the sidebar that using to run down the left that had the last 10 or so previous incidents worked on. Is there any way to get that back?
ServiceDesk almost Down
Dear Support , The ServiceDesk is almost down and cannot establish connection with the server i can ping on ServiceDesk server and ServiceDesk port is open but web page cannot display The following log is exist on Event Viewer "The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated
User does not have sufficient privilege.
"User does not have sufficient privilege." I gent this message when I try to use the DestktopCentral buttons from within SDP I have added myself as an Administrator and used the API key generated for my technician to connect. Why would I still get this message?
problem in Change DB
I am working on a test environment to change DB from PGSQL to MS SQL but after getting successful connection i got a warning "WARNING : Invalid object name 'GlobalConfig'. Then when i tried to start the service then login - the login page wont come up, just a white screen the DB is set up on another server - is there anything i need to change? attach is the txt file i got when i did changeDBServer.bat >DBresult.txt
AD Authentication
Hi All, We are migrating from SW to SDP, while initial configuration every thing is fine but my users are not able to authenticate through AD. I have enabled HTTPS as well. Can some one guide me in detail please.
No HTTPS redirection after 9234 Patch
After 9234 Upgrade Our NTLM Site (Passthrough Authentication) works even on port 80 when it should redirect to SSL site like on version 9233. Behavior before patch: http://sd.comp.local immediately redirected to https://sd.comp.local and THEN NTLM auth was requested Behavior after patch: http://sd.comp.local immediately authenticates user (over insecure HTTP) and logs them in the http site (no redirection to 443/SSL/https site). Please fix this immediately as it is a huge security risk!
Not Able to Fetch Email
Hello I am using service desk plus 9.2 , i am not able to fetch email not able to send any email, the fetching was working initially ut that too stopped . Can you please help. Regards, Roopesh Shashidharan
Technicians unable to see Requests without a Support Group
I've recently created two different support groups to categorize our requests. Because we did not use Support Groups in the past we have tens of thousands of requests that have an Unassigned Support Group. When I split up my Technicians into Roles that restrict them from seeing requests outside of their assigned Support Group they're no longer able to see these old requests that do not have a Support Group Assigned. How can I setup my Technician Roles to allow them to see their assigned Support Groups
running out of disk space
We are running out of disk space after each new build install. Is there any temp data that can be cleaned up. Like this folder is 13 GB and growing. C:\ManageEngine\ServiceDesk\Patch
Members of support groups do not receive an e-mail when a new request is assigned to this group.
Hi Support, have here ServiceDesk Plus v9233. In this Version, Technician members of support groups do not receive an e-mail (SDP send no Mails) when a new request is assigned to this group. Any help here ? thx Stefan PS: Based on this example https://www.manageengine.com/products/service-desk/help-desk-support-groups.html
Notification Template
Hi, We have setup a Notification which goes back to users if they send an e-mail to trigger a new ticket. The response goes back fine, but at the bottom is the following text. Anyone ever seen this before ? I've wiped out the text and re-typed it. Normal 0 false false false EN-GB X-NONE X-NONE
create a ticket with an email
hi, i want to open a ticket with sending an email but i can not create. my e mail server setting is success. incoming and outgoing server test is working. how can you help me? Are there another settings? regards.
[object Object] on Purchase Request to Purchase Order
Hello Colleagues! When I try to make a PO out of an approved PR I get a screen to associate PR Object types to Asset Types... I choose the appropriate fields and when I click save and create PO... "[object Object]" PopUp appears. I have tried changing categories and objects, nothing helps. I am on v9.2 Build 9233
Description being limited to 64k
Hi, We are currently running v9 build 9040. It does not take long before the Description field increases in size when using ServiceDesk to work with customers/requesters. Soon, the description becomes appended with: "The size of the description being greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html " After this point, it is no longer possible to easily read requests, current status, or search requests with attached HTML descriptions. I notice this is an open and *long*
TaskDetails.cc Page Broken?
When trying to go to the Task Details page on the administrator account, all I see is the following page: This page shows up in both Internet Explorer and Chrome. I tried logging into another account and that page appears fine. It seems to be only one account that this error occurs. Thanks, Evan
Group conflict with Business rule and Support Group Email.
Hi, 1.We have alerts configured to send from a monitoring application. Based on the requester, a business rule is applied which automatically puts this in the queue of the appropriate support group. 2.More recently, we had a different issue where the fix was to put the email address we fetch from into the 'Group Mail Settings' within our main service desk support group. Since this change has been made, all of the alerts from the 1st point go directly into the support groups which is referenced in
Exception while trying to send notification for Request ID : N Mail sending failed.
Hi, I'm getting this error Exception while trying to send notification for Request ID : N Mail sending failed. But there is no other information about it so I cannot find the problem. Is there any way to troubleshoot this? Please find attached the support file. SDP 9.2 Build 9232 OS: Windows Server 2012 R2 DB: SQL 2014 (version 12.0.2000.8) Thank you and best regards, Rodrigo.
Upgrade AE Agent
Dear support, We just upgraded ME SDP from 90xx to the latest version (9233) Is the AE agent that already deployed (1.0.17) still can communicate with the server..? Do we need upgrade to 1.0.22..? Thanks, Dedy.
Servicedesk plus
Hi: I got issues on the email address that mask as sender. I had updated the new email address in the admin pages, but the email alert send out still send with old email address. I tried restart the service but it still the same. Any method the change it in file level? Thank you. ChuSoon
Reclaim Old Ports
Good day, I have had some issues with our SDP and Desktop Central Implementation and we changed the ports a couple of times while fixing the problem. I now have three ports listening: 8080 My actual SDP 8081 An SDP login Screen with a different logo 8082 The Desktop Central Login Screen. I would like to disable SDP on port 8081 and move Desktop Central to Port 8081 because I would like to deploy ADSelfService on port 8082. How would I go about this? Thanks,
ServiceDesk Plus and mail formatting
In the last 2 releases we have noticed the odd ticket will come in with no mail formatting. I have yet to determine if the original email is plain text, rich, or html. Have any of you come across this and had more success to solve the issue than I am having?
DST Update
Hi, Service desk time went back after 30 october summer time end. How to revert it ? (Not gmt settings, system time)
Searching incidents only returns 1000 results
We had this issue with a previous release when a search only returned the first 1000 results, we've just upgraded to the latest build and its happening again. Someone remind me how to fix this so we can either get all results or the latest incidents rather than the oldest ones
E-mail attachment stripped with ampersand
We can submit/upload attachments that include the ampersand symbol and they show up in the request, however if we try to forward that attachment from within ServiceDesk Plus, the attachment is stripped. Other attachments come through just fine. Please advise
this page cant be display
Working to enable https with keystore intall procedure, Self Serve Plus broke. Start up shows like this: This page can’t be displayed Make sure the web address http://localhost:8888 is correct. Not able to trace the root cause to revert it back. Please advise,
UpdateManager without Backup
I've seen multiple people post that you can edit the update to not take a backup but i cannot get it to work. I've added the -DSDBackup=False to updatemanager.bat, but i get a fail and uninstall. Help
Concerning russian characters
Hello! I have a problem with russian characters when I creating a request. Somebody have a solutions for this issue?
Selecting Custom Theme removes section borders?
I'm running into a minor issue with the custom theme. I just want to change the color of the header background and tabs and leave the rest default, but when I do that the borders around the section headers and the sections themselves disappear making it look pretty bad. It happens even if I select the exact same section head color: Default Theme: Custom Theme: Is there a way around this or are those borders just missing from the custom theme by mistake? Edit: Forgot to mention this is 9.2 build 9223
Mail Fetching isn't working
Hello, the mail fetching isn't working, when I am trying to open a ticket by sending an email it doesn't open a ticket. it used to work, but not always, now it is not working at all.
importing requesters from LDAP to custom site
Can I import the requesters to custom site? We have serveral companies we provide computer service and want to separate their users to different sites.
configuracion de correo en servicedesk
Hola, Tengo inconvenientes para configurar el servidor de correo en la herramienta, el mensaje que indica es: "No se encuentra una ruta de certificación valida" ya realice los pasos indicados en el foro utilizando Gencert.bat y Cer.jar sin embargo continua el problema. gracias de antemano
Notification Sending Error
Hi, The issue started when one of our technicians reported that she did not receive a notification for a ticket assigned to her. Upon checking the logs, I found a lot of recurring errors regarding notification sending, specifically the following three: Exception while trying to send notification for the request. Mail sending failed. Problem occured while trying to populate table Notify_WorkOrder, for the sent notification. I sent a test message to myself and successfully received it. We are running
Serious issue: SLA rule fails
Guys, There is a serious issue in version 9.2.32 when the SLA is assigned based on the support group the ticket belongs to. So, when the ticket is shifted between support groups directly from the ticket list (by clicking on "Group" field) the SLA conditions are not being checked (!) thereby the SLA is not updated and remain the same as it was before reassigning the ticket. Please note that this problem doesn't exist when you first enter "Edit" mode in a specific ticket and change the Group from
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