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>
Cannot send more than 1 approval to 1 person
Hi We're running VERSION NAME and since we've upgraded we've noticed that when you send the first approval, you cannot send additional approvals to this person's email address. We use this as a method to chase approves to make sure they approve requests. Is this a known issue or a new feature?
Assets Problem
Hi, A few weeks ago i can add normaly assets, now i have an error message "FAILURE :License violation. No more IT Assets can be added in the current license model." if i delete asset i can't delet a new with a same message, any help? Changes on the license a weeks ago?
2 of our technicians have lost permissions to their views
Both of their roles haven't changed. We tried changing one back to requester and then re-adding/setting him up as a technician again. When they log in, it creates a new requester and they can only see the requests and solutions tabs and no requests that are assigned to them. We have version 9.1, build 9114. Thanks, D
Email ticket creation - works for users but not from Sharepoint workflow
Hi, We were creating tickets from an email sent by an Exchange mailbox. This was working correctly, the @@ commands assigned the ticket to the correct template and pre-populated the fields. We've now moved to using a Sharepoint list and the workflow from the list generates an email. The email is identical to the previously successful email and the email address it is using is listed as a technician in ServiceDesk. But the email generated by the workflow does not assign the ticket to the correct template
service desk plus SSO
SSO is asking for user name and password for authentication, can a tech help me to set up this right thank you
Mailserver Einstellungen
Hallo an alle, wir haben aktuell ein Problem mit den Mailserver Einstellungen. Nach jedem Reboot vom PC oder Neustart des Dienstes sind die Mailservereinstellungen für den Postausgang nicht mehr vorhanden und der Mailabrufstatus ist Gestoppt.
How do I manage certificates when I have more than one Exchange server?????
Hi all, Just looking at this application as a potential tool for our business but have hit a significant snag. Noticed that email was not being collected from the specified mailbox so went through the self certification process and it worked. Problem is, when I tried it again this morning, the old "could not find valid certification path.... " message came up and mail had stopped being collected. We have three exchange servers that load balance email and I think what is happening is due to the
Mail is not working correctly in ServiceDesk Plus
Our mail to SDP is not getting through, this for the past two morning we have had to reboot the server to get the mail to come through as a ticket. We restarted this morning and within a couple of hours it has stopped again. We are at version 9.2 build 9226 I have tried to report the issue but that is not working either, it just sits there spinning so my issue never gets reported. I have tried this in IE 11 and Mozilla Firefox.
Assigning Button Only Displays Support Groups
We just updated our SDP instance to 9228 from 9205. Before the update when we were in a request we could click assign and select a technician from the list. Now when we select assign it only displays the available support groups. Is this something we can modify in settings of SDP? Our support groups are automatically assigned by incident template so the ability to assign a technician directly is more useful than modifying the group. Thanks.
Report generation
Unable to run some reports. Getting error message below. Have already closed connection and rebooted local system. Please advise how to kill a report Sorry, unable to execute the report, as a report generation for this login is already running
Cannot log in using Local Authentication
We recently changed the domain on the machine that is running ServiceDesk. Once we brought it back up the local admin authentication option was missing. I ran the update to set the globalconfig parameter for user login, and restarted the service and opened up the application, however I still cannot see the option to log in locally. Any ideas?
Re-activating an Inactive Project Team Member
I recently attempted to remove a Project Team Member from a project. That member was actively assigned to tasks. When I did this, it listed the member as "Inactive" in the Project Team Members tab. A little bit later I attempted to add her back or change her status from "Inactive" back to "Active". The application does not allow me to edit her status and I am unable to activate her again. Does anyone know how to reactivate an inactive project team member?
SDPlus Outlook365 Incoming connection issue
Moved to a hybrid mode of Outlook365 (still run our own exchange server and then forward to cloud) and now can't receive requester responses into the system. Tried Incoming server to receive Requester emails into Ticket. Getting error FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. We have tried IMAP with port 993, POP with port 995. Server names we have used are imap.outlook.com, pop.outlook.com,
Notifications has stopped
Hi The red colour for new Notifiations has stopped working. This happened without doing any changes on the Server or with the ServiceDesk Plus. We are now running Version 9.226. Any Idea what to do?
CC'd addresses bounceback - reopens tickets.
We have been having issues where our requesters are CCing in groups/external emails which cause bounce backs when we resolve tickets. This of course keeps re-opening ticket. I'm aware there is currently no way to edit the CC'd recipients out of the request. But is there any other work around? We are currently having to delete requests which of course doesn't help with feedback/records. Regards, Simon
Missing Solutions
We recently removed a Technician that approved all of our solutions in the past and now it seems like we are missing most of our old Solutions. Our Requests seem to be unaffected by this. Any help would be appreciated. Thanks
CAB Recommendations
Hi, Currently experiencing an issue with CAB recommendations. CAB members are receiving message : "You are not authorized to view Change module and details" In the Change notifications under send for recommendation: the $ApprovalLink is included for CAB members to approve. Build: 9226 - MSSQL Regards, Ashburn
Mobile Push Notifications not working on Android App
We have push notifications turned on. The users with iPhones are getting the notifications, but Android users are not. From what I read, this should work on Adndroid as well as iPhone. Anything I could be missing?
Unable to Associate Site to Technicians
Good Afternoon, We are planning on segregating our ServiceDesk install between our US and European IT support members. However, although I have changed the relevant sites to Refer Default Settings: I cannot then associate any Technicians to the sites that I have set as Refer - there are no options within the Technician account other than Not Associated to Any Site, which means they can see everything: The only way I can get the Sites to appear is to set them to Custom - which then does not give
Notification Email Templates Not Reading UDF_CHAR Values
Hello, I have a notification email configured that is intended to pull a value from one of the additional fields. In our configuration this field is UDF_CHAR29. However, when the email comes through it only populates "9". The email generation is only looking for UDF_CHAR2 rather than UDF_CHAR29 as intended. Is there a way to ensure that the email looks at the correct field rather than stopping at the initial value it sees? This means users can only pull additional values UDF_CHAR1-9 into an email
Service Desk Plus with Active Directory, Requestors can't log in.
I have a new install of SDP, it's configured for email, it's creating tickets and sending replies with no problems and right now I have 1 configure Administrator/technician set up as a local user so if Active Directory is down, which I user could report, the tech can still log in to handle the tickets. I've configured active directory, setup SDP to point to single domain controller, create and AD account with admin privileges and did the initial requestor import which worked fine and pulled in nearly
Warning when making changes to a ticket, and unable to assign to another person.
When I go to edit anything with a new ticket, this comes up: Also if I use the drop down to assign a ticket, only Group is shown and Technicians are not shown. Any help is appreciated.
Duplicate Scheduled reports
Hi, We upgraded to version 9.2 Build 9227 over the weekend, and this morning I am receiving reports from multiple users that they have been receiving 2 versions of every scheduled report. I've looked in the scheduled report section and they only appear once - what can I do to resolve this? Thanks,
ApprovalLink not working.
I can't get the $ApprovalLink to output any URL. I have removed all text and just had that variable in. Still just displays the text, not URL. Running V: 9.2 (9227)
Can't increase ServiceDesk wrapper java heap memory
Hi, Our application server running ServiceDesk Plus has 4GB of RAM memory available, but the SD wrapper is set to use only max. 1024MB. Since there's plenty of ram left that could be used by the app, we'd like to increase this value. Unfortunately, setting anything above the value of 1024 in wrapper.conf (C:\ManageEngine\ServiceDesk\server\default\conf) makes the SD service unable to start with the error logged: STATUS | wrapper | 2016/09/23 12:26:47 | Launching a JVM... INFO | jvm 8 | 2016/09/23
Importing assets: can't get users linked to assets
I'm working on importing a number of assets into our Service Desk. I'm having problems though. When I was testing it out, everything worked perfectly. The users whose usernames I'd put in the CSV file were assigned correctly without problems. Now when I import something I get an error message. I know the domain name is correct as it hasn't changed in the last 10 years. I also know the usernames are correct. With that in mind I don't understand the error message. It tells me to check if I've typed
Update Requester from Servlet API
Hi, We have a problem to update requester attributes from API. We perform the post request and receive the error message: "The logged in user dosen't have permission to add requester details" Thanks
MSSQL Old API
I noticed this line throughout our logs: [07:06:41:433]|[09-23-2016]|[com.adventnet.db.adapter.mssql.MssqlSQLGenerator]|[WARNING]|[4186]|: Old API is being used to form range query Kindly use proper column alias if the same column names are added to form range query with MSSQL.| Our setup is ServiceDesk Plus on Windows with the MSSQL database on a separate server. SDP is running the latest version 9.2 9227.
Helpdesk Email problem
Hi Support, we encounter the email error since 20 Sept 2016. When we stop and save the email setting the error as attach in this. What i did is to restart the manageengine helpdesk and server but the result still the same. I checked the email account if any case the IMAPS disable or not, but the IMAPS is enable. Password also still same because i can login through webmail. any ideas what else i can try to do? thank you
Requester Autofill has stopped functioning.
Good day, I'd recently performed a few updates on our installation of ServiceDesk Plus (latest version), and have noticed that the requester field has stopped autofilling based on the logged on user. It had been working before the update. Nothing has changed aside from the upgrade... Is there something I might be missing? Thanks in advance.
Upgrade to 9.2 broke HTTPS
Hi all -- I updated my ServiceDesk Plus application from 9042 to 9204 tonight and found after the 9200 patch, which contains a Tomcat upgrade, my server no longer worked for HTTPS -- Chrome returns a ERR_SSL_PROTOCOL_ERROR, and Firefox returns ssl_error_rx_record_too_long. I had created and installed a keystore file per the instructions here. I also had updated the server.xml file according to those instructions and changed the server port to 443 and HTTPS, and it had worked well -- for 9042. I had
Change\edit after the ticket beig approved
Dears, Why the SD allows a ticket to be changed after submited and approved ??? This shouldn't happen... for example, the ticket is for one thing, than we submite it for an approval... The aprover approve it and than, the techitian change what the request was.....
Deploy Service Desk Agent via GPO
I followed the instruction just as how it was said on the instruction but it is not working. Any suggestion?
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