Automatically locked conversation
I sometimes see that the conversations I sent from email software are automatically locked on ServiceDesk conversation field and the conversations are not transfered to requesters. I would like to know how to fix this issue. ServiceDesk version is 9.0 build 9035. I would appreciate the help. sf-yoshi
Question Regarding First Response Violations
I have a question regarding "first response violations". How are they recorded/tracking in Service Desk Plus? Here is our scenario: 1. Technician creates ticket for support request he's already addressed. 2. Technician resolves/closes ticket almost instantly (well within 1 hour window). 3. Request later shows as a first response violation. So is this triggered because we're not interacting with the user (or in some cases the incident is created by and "requested" by the technician) before closing
Unable to uptade the Um jar
My current ServiceDesk installation is version 9.2 Build 9225. I am trying to update to Build 9232 (I also treid previous builds though). Whenever i start the installation, the update manager gave me following error: "Please restart UpdateManager, unable to update the Um jar". It then told me to klick the "view log" button for more information, but it is greyed out. Does anyone experienced the same problem?
Service Desk Plus Server Not Starting
Hello I installed the new version of service desk plus on windows 2003 server and it instaled correctly but when i tried to run its services it's not starting I checked the Even Viewer and i found this for PostgreSQL error The description for Event ID ( 0 ) in Source ( PostgreSQL ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description;
Unable to perform full backup
Dear All, Please help, we are unable to perform full backup with this error result. Starting.... Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: .. Nov 9, 2016 6:28:32 PM com.adventnet.servicedesk.server.utils.SDDataManager
Postgressql Issues on fresh install
I have installed service desk on an fresh linux install and whne trying to run Service Desk "./run.sh" I get the following error. Any help would be appriciated. ./run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
9231 Upgrade - Interface Query
Hi, We've just upgraded to a later version and when requesters and technicians (Not SDAdmin) logon their view in Chrome, Firefox etc. is a bit strange as they get a New Issue instead of an icon, and it is confusing and messy......and I was wondering what might cause this ? Note: This seems to occur when incident and service components are kept separate. "Combine incident and service templates listing for the service" is No. If you combine them it seems fine. Has anyone had the same issue or a solution
Unable to close tasks. Parent tasks status field is locked to OPEN.
Error message when trying to close task: Cannot complete child task while parent task is still not completed. We've tried to close the parent task and the field is locked. We are new to SDP so I am not ruling out user error here, but I'd like to close off these tasks regardless. The change is at the Close stage and there are some implementation parent tasks that are open & unassigned.
Assets field population
Is there a way to stop the associated assets going in automatically, for Requesters? We have many requests which is associated to assets that shouldn't be.
Tabs/buttons blacking out
Hello, I have been have an issue where the buttons/tabs in SD keep going black. I have tried many different solutions, such as adding the site to compatibility view, checking addons, clearing cache, updating servicedesk, updating video drivers; all with no luck. The solution that manageengine support has already suggested is to upgrade servicedesk, as this fixes a bug with SHA 2, but I don't understand why this wouild be happening on only 2 specific machines. If you have had this issue, or know
Custom Script TroubleShooting
Need help in executing custom python script. I am updating a request and changing the site based on support group. I don't see anything being run. Can't find error. How can I verify that python custom script ran? Find if it errored out # This python script is used to change the Site value on a request o import sys import json import datetime # File containing request details will be stored as json object and the file path will be passed as argument to the script replacing the $COMPLETE_JSON_FILE
Event ID 10028 Error DCOM on server
Hi, the server hosting service desk plus eventually register the error id 10028: "DCOM no pudo comunicarse con el equipo 192.168.X.X usando ninguno de los protocolos configurados; solicitado por PID bd0 (C:\ManageEngine\ServiceDesk\jre\bin\java.exe)." Yesterday has registered 74 events from 74 devices (computers and another devices, like access point, firewall, printers...) and we dont understand this behavior. NO unplugged any device at that time ;) Another days can register 0 to N.
Advanced Analytics
error massage FAILURE :Could not update the configuration settings as an exception in connecting Zoho Reports, Please check the Zoho E-mail ID, Zoho AT Key and proxy details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
Project Management -Task Dependencies
Is it possible to create Task dependencies on Project Tasks that are not created within Milestones i.e. At the top level Task within a Project? Also, on a number of occasions now, tasks within different Milestones have had dependencies on each other, but there doesn't seem to be the functionality to create task dependencies outside the current Milestone. Is this indeed the case? Thanks
I can´t make working Custom Trigger
Hello. I'm trying to make working a custom trigger. I want to save the id of the request into a mysql server when the request status change to Resolved. The script is in python (3.5.2) and this is my code, import pymysql.cursors import sys # Connect to the database connection = pymysql.connect(host='192.168.1.120', user='root', password='root', db='idsdb', cursorclass=pymysql.cursors.DictCursor)
Backup issue
HI Am having issue with the backup,Please found out the error. Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: The system cannot find the path specified at java.io.WinNTFileSystem.createFileExclusively(Native Method) at java.io.File.createNewFile(File.java:1006) at
Alias URL using HTTPS
We have a special configuration where SDP is running in HTTP ( Port 8080 ) on the server, but is accessed in HTTPS using a reverse Proxy. Everything is working very well , except the fact that $RequestLink value ( used for email notification) always shows URL's with HTTP. We have already change the Alias URL ( to remove the :8080 ) but we are not able to change HTTP into HTTPS with this value. Any workaround to fix this ? Thanks in advance, Danny
Can not get agent to install by group policy
I am following the directions given here: How to deploy agents in all Windows Machines? The agents can be deployed using any one of the following methods : Active Directory - For devices which are in domain. But my GPO is being filtered out saying that it is empty and the agent is not being installed. I have confirmed the network path and version is correct. If I copy the entire path and paste it into a run dialog it brings up the MSI. Below are screenshots of my GPO.
Notification Rules
HI Guys im having a strange issue, not sure if its just me. When my service desk sends out resolution notifications its sends half the text at the top, then includes the users mail/signature to the mail, then add the rest of the resolution text to the bottom of the mail. can anybody perhaps shed some light on the matter? thanks
pictures/pics/images not sticking/dropping off
Hello All, We have had a few instances where the requester has pasted a screenshot in the SD ticket description but the picture did not stick. It appears something like in the attachment. This not only happens when we paste screenshots using snipping tool in the SD but also when replied through emails to SD. The reply gets appended and we can see the actual picture in the email but it gets appended like the attachment in the SD. Has anyone been facing the same issue? Do you know under what circumstances
Clickable link in Request form self-portal
Hi! I need to create request form on SelfPortal with clickable link to our intranet site with documents. I created new template and added link as administrator. But user can open form and couldn't click to this link :( Our version 9228 Could you help me with this case?
Auto-Assign a ticket
Hello We want to auto assign a ticket sent to a certain address to a technical. Example: User sends an email to help@TDC.com We want that to go to Robert How do we do this? Thanks
Conversation is not getting append
Hi Team, When ever requester try to update on ticket (incident) from mail client thunderbird,conversation is not getting save or append in SDP. Also if technician reply from mail client request is not getting update. Thanks Arjun
[object Object] error when trying to create PO from Approved PR
Problem with servicedesk Plus release v9229
Hi Problem with latest SDP when upgraded from 9227 to 9229. service shutsdown right after start. I have to revert database and server, but I notices this in log: java.lang.IllegalArgumentException: Row instantiated for an unknown table: TierComponent /Peter
Proxy Settings issue
We have upgraded to version 9.2 build 9231 on our test server, but we get the following notification When we click on it the following error comes up. The proxy settings are correct. Is there a way to turn this off?
Re-open request when requester reply on closed request not working
Hi Team, Description : Resolution is : Click here to Close Request If not satisfied, reply to this mail to re-open the Request Requested have closed request by clicking on Close request. After few hours requester have replied on closed request to reopen request as same issue happen again. However in SD+ request is not getting reopen as well as not able to find mail in conversation that request have replied on closed request. On self service service portal setting "When the requester replies through
Scheduled task run time incorrect
Hi Could you tell me please why the time scheduled for a task to run, and the stated next run time are so different? The dashboard update tasks are 4.5 hours out... The scheduled report run time is 16.5 hours out... The time on the server is correct, the region is correct, and the time zone is correct. Why the discrepancy please? Many thanks
Self service portal customisation
Hi - i am wanting to add the Template Categories to the Self Service Portal as a widget but when i add the address to the widget it also shows the menu. How can i show the categories without the menu showing too? Example
Pass Through and SSO issues
Hi, I have setup Service Desk Plus and all is ok apart from the Pass Through will not function or SSO and the computer has been successfully created in AD to allow this to work. I can only logon with local authentication and not via AD. Any ideas what else I can do?
Function $CS.addOptions doesn't work
Hi, I wanted to make a simply script to add an option of choose of one field. script: $CS.addOptions("ServiceReq_1801_UDF_CHAR2",["Piotr","Andrzej","Jerzy"]); Unfortunately it doesn't work. For example function: $CS.removeAllOptions(["ServiceReq_1801_UDF_CHAR2"]); works correctly. Do you know what can be a reason of this?
WMI scanning "Least Privileges" service account question
We are setting up WMI scanning but due to the sensitive nature of our business and the amount of servers we cannot grant a service account admin access nor load a client on all of our windows boxes. We are playing around with the security level and have asked support multiple times but they link me to to same "generic useless" page on granting the account admin access or tell me to load the client on the machines. Does anyone know what the "least privileges" settings might be for a AD user account
Change the installation to a non site based
I know it may be a challenge, but I’m wondering if there is a way or work around through some queries or whatever to change our current site based SDP to non-site based? the sites were created accidentally while importing the users details from Active Directory, and SD confided each "physicalDeliveryOfficeName" as a new site. Can I go back to Non-site based installation and delete all these created sites? Many Thanks
Purchase Search
Hi, Before several updates searching purchase orders was very good. I almost could find any purchase order I was looking for. But after the new Purchase module update searching is dramatic. For example I have a purchase order for a iPhone which is for the requester “Sarina” in the comment field I type in why the purchase is made and for which person the items are like Below: So after a couple of months I want to search for a purchase which is for “Sarina” Normally I was able to search in the
failed update ppm from 9100 - 9121
Hi I urgently need some help in getting my SDP FIXED. i tried to update to 9121 - i did a full back up before hand but i dont see anything on the full back up folder just a file list and some screenshots zip files how do i revert back to the previous version?
update to built 9049
Good Day, I have Manage Enginr Service Desk plus installed. Version 9.0 Bulit 9041. I want to update that version. I found that article https://www.manageengine.com/products/service-desk/migration-sequence.html I am downloading service pack to built 9049. When i try to install i receive error occured and white screen in update manager error dialog
OpenLDAP authentication problem
Hello everybody. I'm evaluating the product. I have a fresh installation, immediately upgraded to the latest service pack 9.2 Build 9230. I'm able to connect to our OpenLDAP server and to import in SDplus the users; I find them as Requesters. Unfortunately, there's no way to log in SDplus using the OpenLDAP Credentials. Of course, the LDAP authentication is enabled. If I transform a requester in technician, nothing changes: there's no way to log in SDplus using the OpenLDAP Credentials. Since I'm
[SOLVED] What are valid characters in SDP passwords?
I've been unable to USE my password with same characters as my AD password bacause "~" character seems to be invalid in SDP password (no problem with AD account at all; we use local authentication in SDP). SDP allowed me to change my password but then i was unable to login. I realised that old password is still valid. No sign of error message at all. We have special characters in our domain password policy - seems that SDP is not compatible. Maciej, SDP admin since 7.0
SSO and click through links in email
We are using AD integration and SSO so that we do not have to log in to the help desk. The issue we have is that the emails about ticket updates status etc have a link to click through to the call: Click for details : http://servicedesk/WorkOrder.do?woMode=viewWO&woID=24203 If you do not have any other instances of servicedesk open then you end up on the dashboard page (presumably after a successful login) not at the advertised ticket page. If you have a window open and active in the servicedesk
Startup service failed when change OS date
Dear All, My ManageEngine ServiceDesk Plus version is 9.2 Build 9227 install on Windows server 2008. Due to the Operating System current date setting was wrong, I have to change OS date and time setting back to one day, such as aleter the date '2016/10/24' to '2016/10/23'. After that I restart the whole OS but SDP startup failed, error log detailed as 'Inconsistent change detected in date settings error code 527'. If I change the date to original setting, that means still set to the wrong date, I
Next Page