Resource Info Fields
Hi, I have two questions regarding Resource Info questions in the Service Catalog function. 1) We designed a Service Catalog Service Request and for some reason one of the Resource Info questions doesn't appear when its submitted. When you complete the form it's all fine, but when it appears in our queue it's blank and if you change it manually it stays blank! The other questions are fine. Would it be advised to delete it and recreate it ? 2) Can the custom script be used to hide options on a dropdown
Scheduled Reports not showing
We have several (about 8-10) scheduled reports. However we need to change the recepient for one of them, and when we look under scheduled reports in the reporting area it doesnt return any at all..
Mobile Client is broken
When I browse to our site via cell phone browser, the login page has multiple problems. First, I have 3 text boxes (username, password, and domain). Why is domain a text box??? Second, auth fails always only on mobile client. Log shows that "NoSuchUserAccountException occured with message : No account to access this service" when, in fact, it does and works fine on desktop views. Third, there is not a way to customize the /mc login page or at least not a documented way. I need to be able to customize
Outgoing Mail Server
Hi. For several times I have to reconfigura outgoing mail server settings, because everything there just disapear. Most recent case was yesterday, before last update (so, I don't think that is an update issue). Have no idea how to fix this. May you guys assist me?
Custom Script Never Runs for a Request and nothing in the History Tab
hello, I am trying to run a custom trigger whenever a request is edited or changed. I am using python. Nothing every appears in the history tab of a request. I varied the trigger criteria a dozen ways where it should run no matter what. The python is not running and leaves nothing in the history tab The Execute Script is: py fixDashBoard.py $COMPLETE_JSON_FILE To execute python, I need to run py instead of python. This is on Windows 2012 application server for
Help! I can't associate a new requester to the Site in use
Hello everybody I have the following problem. When I try to add a new requester or modify the configuration of an existing one the "Site" to which I want to associate him (which is the one most used in may current SDP configuration) is not available in the pop up list of the available Sites. This prevent me to do the association that I need!! I have checked if everything is ok in the Sites list page under Organizational Details side bar but the Site in question is regularly there. Also I have no
I can't see output of network scan
Hi guys; I work on SDP 9.2 and trying to scan windows asset in whole of network. I use AD admin user and in popup windows show me the correct number of windows assets sucsessful. and everything is OK. **** BUT when I return to Asset Tab, I have a few number of assets!!! You know, In scan prosses in popup windows, shows the 50 number of Assets but in Asset tab show me just 17 ! I check all of sub menu like "asset in use", "asset in store" or CMDB tab , but I can't find anymore I can't Use agent
Problem to create service request after build Build 9229
Dear, I have applied service pack Build 9229 to Service desk then requesters can not create service from service catalog templates although they can create from incident template. After they filled the field and click to add request button just they can see red x icon at the top of the screen like below and their request can’t be created in the Service Desk. Urgent support is required. Kind Regards, Oğuz ERKUL IS Manager Tel. +90 262 318 40 40 Mob. +90 530 150 21 63 Fax. +90 262 318 40 35
cant change db to MSSLQ ServiceDesk Plus 9.2.2.9
After clear install of ServiceDesk Plus 9.2.2.9 i have problem with change db to MS SLQ. Installed on Windows 2012+MSSQL Express 2014 Log attached. Some text from log "javax.xml.transform.TransformerException: java.io.FileNotFoundException: C:\Mana geEngine\ServiceDesk\bin\..\server\default\conf\login-config.xml (Access is deni ed) at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.getOutpu tHandler(Unknown Source)"
Unable to start SD server
I've been trying to migrate my test ServiceDEsk to another PC and get this error when I am trying to start server via console: "Failed to start the server. Please refer logs for more details". Log files is in attachment
Business Rules do need seem to be working - customer mail disappearing
Hi, As above, we are not able to execute any business rules. I have a simple rule set up to apply when a request comes in with the word test in the subject. The rule should be applied to our only site, should deliver the request to a specific team member and raise the priority to high. None of this is working. I have set turn on cascade execution to on, and tried the override request function. Nothing works! Appreciate any thoughts!
Service Desk Plus MSP - Incident Additional fied use in SLA rules
Hi, I create a additional field in incident model for a account, and I need to use this field in Service Level Agreement rules. How can use ? Best regards, Bruno
Sending Notification Failed
Hello, Sending notifications or replying within ticket stopped working on SDP. Email server and connection / configuration do not report issues. At first inspection of the log file it show problem with a now wrongly formatted SSL request. Attached support file
Drop down lists not working in builds later that 9218+
Hi I've noticed a bug which is introduced with SD with builds greater than 9218 using Internet Explorer 8 on Windows XP/2003. Drop down lists do not work properly. When a user clicks on a drop down list, it does not accept the selection. The only way I can select an item from a drop down list is via the keyboard. Yes I'm aware that IE8 is not supported but we are unable to upgrade a majority of our endpoints due to XP being a requirement to operate machinery. Installing an alternative browser is
Remote Control Not Working on Chrome/Win7
cDear, The RC feature is not working on chrome on win 7 PCs, wondering if this is a setting related issue or if everyone is having the same problem. From a Win 8 PC(tech's PC), using the same browser works just fine establishes a connection, though the Remote control popup doesn't Chrome being our default browser, RC is either not used, or a complicating factor having to switch to another browser. Sincerely,
Service Catalogue
We seem to be having an issue with a form that was working for over a year now with no issues. All of a sudden if someone completes the form and hits the "Add Request" button the screen resets the form. No error popup or anything. We tried going to the app log on the server but that was not helpful at all. Any ideas on how to fix this?
SDP didn't turn up after complete installation in RHEL 6.6
P { margin-bottom: 0.08in; } A:link { } Dear Support Team I have installed the SDP in RHEL 6.6 in user log in ( non Root). Got the below error [senthilnathan@sftblr-14 bin]$ sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/senthilnathan/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
Application startup error
Hi, I am facing the application startup error in asset explorer. please rectify the same. C:\ManageEngine\AssetExplorer\bin>run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\AssetExplorer\bin\\.. . JAVA: C:\ManageEngine\AssetExplorer\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\AssetExplorer\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Keep me signed in not working
Hi, Running ver 9227. The tickbox 'keep me signed in' is not working properly. It will sometimes remember my login after closing the browser and sometimes it will not, and I have made sure I am not dumping browser cache. I have been able to re-create this issue in both chrome an IE and it is happening for multiple technicians. Using AD authentication, not using SSO. Please help.
Critical : Error while invoking backup
Hi, I'm running version 8101 of service desk and for the last three days our backups have failed with errors similar to this one: Message Dear Admin, 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.FileNotFoundException: E:\ManageEngine\ServiceDesk\bin\..\fileAttachments\ArcRequest\20001_21000\20405\Beech
Tasks not Created
Hello, I have a default request template with several tasks that should trigger automatically. When I Create a new Incident the tasks are not generated or triggered. What could be the issue.
Unable to send notifications - Mail Server
Hi Guys I have been unable to configure the Mail Server despite having the our exchange settings. I've tried quite a number of solutions in the forum to no luck. We're using Office 365 for our Exchange Services. I have attached the support file here. Please assist.
Start reply in email body instead of "To:" field
Is there anyway to do this? See subject of this post. When replying to a request, the "To:" field is already filled. Is there any way we can change the rich text editor to always start the typing focus in the body of the reply instead of the To: field? It can get annoying when you hit Reply, and start typing, only to realize you are typing in the the wrong place.
Service Desk Service Not Starting
Hi, It all started when the file "Startout" in the Bin folder reached 55GB size. It seems to be a log file (text document). I started receiving a lot of e-mail notifications during the weekend. Before deleting the file, the service was running but authentication via NTLM was not working anymore, and even inserting the credentials showed an error message. Local Authentication we the account administrator/administrator also not working. So I decided to delete the starout file because because the drive
Active Directory authentication - one AD account, two SDP accounts
We're using AD authentication and it appears that if a requester logs in with their username or their email address, SDP treats them as two different accounts. In other words, if they log in with their username only and submit a request, that request does not show if they log in with their entire email address and vice versa. Also, if they log in with their entire email address, the Name field is populated with their email address and does not get any other contact information. If they log in with
Network Proxy Configuration
hi, I upgrade SDP from 2906 to latest build 9229 , I found new feature in the request module (system Update) as attached file 1 the notification need to add proxy I already added but till not applied please help and please explain what the benefit from this feature . thank you
Technician notification
Hi, when a technician opens a new ticket from him self (he is the requester), he receives a notification as: Acknowledge requester by e-mail when a new request is received (cause notification is enabled) so, when a technician closes the same ticket he doesn't receives a notification also if: Acknowledge requester by e-mail when the request is closed (enabled) Why? Is this an anomaly? Thanks
How to Renew License when ServiceDesk has expired? (Linux)
Hi guys, hoping someone can urgently assist. Our ServiceDesk has expired and we get the following error when starting: Server is starting. This may take a couple of minutes ... ERROR CODE : 519 Registered period has expired Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310 Pleasanton, CA 94588 USA Phone: +1-925-924-9500 Fax : +1-925-924-9600 Email : sales@manageengine.com WebSite : http://www.manageengine.com I have since received a new license, but need to know how I can apply it. I found
Search not working properly
We're currently on 9.2.9225 and since a couple of versions back (sorry, I don't which one that caused it..) the Search function isn't working as before. I can no longer search for a subset of a subject, nor use wildcards (tried both with * and %) in it. The only thing that will match is if I use the full word, in this case "testcase". Did this change along the way, or is the search function somewhat broken? I've tried using the reIndexData.sh for request and restarting SDP, but no change. See attached
Cannot update asset details
Hi, When I'm trying to edit an asset in order to change it's details I get the error message "FAILURE: Exception while trying to update asset details". This happens for every field I'm trying to change & at this moment it applies only to one specific asset. I suppose that if I delete it and re-create it the problem will be solved, but I think that there will still be a similar bug there. BR, MaryP
SurveyLink in Survey Emails
Hello, I have a question you may be able to help me with.. Symptom: When Survey Settings for the email content have only the $SurveyLink in it, the link appears in the email and works fine. It is the full link. In the conversation it just reads.. $SurveyLink If I do something like "<a href="$SurveyLink">SurveyLink</a>" it has a clickable link in the requests conversation entry, but displays the link with SurveyLink appended in the email sent. Can someone tell me what to type in the email response
HTLM Failed Redirecting To Login Page...
When clicking on Assets then Workstation/Server Detected count I receive this: HTLM Failed Redirecting To Login Page... It will sit here and refresh the entire time. Anyone ever receive this issue? It happened after I changed the columns to be displayed. We are running: 9.2 Build 9213 Thanks, Josh
Service desk not opening in browser
We are having a problem after updating our service desk license. Now its not opening and when restarting it it starts okay but when opening in the browser we get page not displayed. I am able to telnet to the port on my computer but cant open the link.
New request is generated when a CC'ed user responds to an email
Hi, If a requester submits a ticket to ServiceDesk that includes other users in the CC field of their email, any responses from those CC'ed users - if they reply to all (which means they'll reply to the helpdesk) - will also generate a new ticket in ServiceDesk. I understand that this happens because their reply will obviously not include the ##RequestID## in the subject field so ServiceDesk see's their email response as a new request. Is there any workaround for this other than suggesting that
Unable to recieve the items Error: null
Has anyone run into this issue with Service Desk when trying to Receive Items in Purchase Orders? The error reads "Unable to recieve the items Error: null" Support has been pretty usless on helping us solve it and it's been going on for months now. Seems to be only software items that have the issue. They bumped us to the development team, but they have really done nothing.
Pilot tomorrow and report has stopped working!!!! Need help please
Hi, Been preparing for a boardroom pilot and one of my crucial reports is not working: The report should return all requests that have been reassigned by a tech: This is the code: SELECT wo.WORKORDERID "Request ID",max(aau.FIRST_NAME) "Requester",max(dpt.DEPTNAME) "Department",max(std.STATUSNAME) "Request Status",max(wo.TITLE) "Subject",max(cd.CATEGORYNAME) "Category",max(scd.NAME) "Subcategory",max(icd.NAME) "Item",max(pd.PRIORITYNAME) "Priority", max(qd.queuename) "Group",max(woh.OPERATION) "Operation"
Postgresql to MSSQL migration - build 9226 Restore Not Working
Dear Sirs, I'm trying to migrate Postgresql to MS SQL following this procedure (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1-5 are completed successfully. On step 6 (restore data) I get the following error as per attach. Many thanks.
How to rename manually added software
Hi Team, I have added software manually from Assets -> Software -> Scanned Software -> New. After adding I found out there is some typo error in software name. I have tried to find out rename option but couldn't find out. Also while adding software I have mention version over there however i am not able to see that version number in software details. Let say if I want to see my software as green v1 for that I have added that software manually from Assets -> Software -> Scanned Software -> New with
Incorrect link in solution emails
We have notifications set up for new solutions with the below default email template: Dear Technician, Solution : $SolutionId under $TopicName, has been approved. Title of the solution: $Title Solution can be viewed using the link below. $SolutionLink The link ^ that is sent in the email is wrong. You get an error when you click on the link (below) If I navigate to the solution in help desk the address is http://ithelpdesk/AddSolution.do?solID=98, so the link in the email has an additional
how to get Unassigned Requests for a particular group.
Hi All I'm able to get all unassigned requests however I'm stuck at filtering Unassigned Requests for a particular group. So far what i have is: http://itildemo.servicedeskplus.com/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=81E5E1AF-D9CD-413E-A815-CABF9D27C67E&INPUT_DATA=<Operation><Details><parameter><name>status</name><value>Open</value></parameter><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Unassigned_System</value></parameter><parameter><name>group</name><value></value></parameter></Details></Operation>
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