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?
Setup ServiceDesk Plus from fresh - Repoint to SQL
I have used ME for years but have recently change employers and wish to get it started at my new company I have installed the software and the only option at the time was postgreSQL, I have since ran the switch DB file to point it to my SQL server, I receive a message that its unable to fetch SQL instances I cant see anything in the pre reqs as if i need to install SQL browser locally on the machine ? I can setup a ODBC to the sql server I can telnet to the SQL server as per instructions 1433/"/n
Version Upgrade
Hi Team, Is it possible to upgrade service desk plus firmware from 8000 to 9000 ? Or do i need to go like 8000 -> 8001 ->8002 ...->9000? Can go from 8001 to 9000 directly ? If is there any document or thread please do share with me. Thanks Arjun
Backup restore compatibility matrix
Hi Team, Does any one have Backup restore compatibility matrix for service desk plus ? Thanks Arjun
Preventive Maintenance
Hi, Has anyone ever noticed a duplication of specific Preventive Maintenance tasks ? We have a number scheduled to run each day and for some reason today two have created 2 tickets. It's never happened before, nor has it happened for other ones. Any ideas ? A
Unable to scan assets with Windows 10 Anniversary Installed
Hello, Using the latest version of ServiceDesk Plus (9.2 Build 9227), we are unable to scan assets that have Windows 10 Anniversary Edition installed on them. All other Windows versions are working 7, and pre Anniversary Windows 10. Any insight would be appreciated. Thanks, -Darren
due date time has not been set
dear all, We have problem that sometime, some requests has not have due time even through all criteria were matched with SLA setting. please see attached file for more detailed thank you ! Brgds, Tai
problem when changing a field in SDP
dear all, I updated SDP to latest version 9218 and got a error when try to change a field in some requests ( issue not happen on all request) that changing field does not take effect it continues blinking and using F12 to see log it said 401 error, only when I press F5 to refresh the page error gone and new changing take effect. can you check this issue. thank you ! Brgds, Tai
Can not connect to MS SQL server, issue with unrecognized collation
Hello, When we try to migrate database to MS SQL we heve the following error: The USE database statement failed because the database collation Serbian_Latin_1 00_CI_AS is not recognized by older client drivers. Try upgrading the client ope rating system or applying a service update to the database client software, or u se a different collation. See SQL Server Books Online for more information on ch anging collations. On other forum, I found that the issue was in Java client, jtds-1.2.jar file (link
Counter of opened ticket broken. Won't stop after on hold
Hello, I have a problem with the new version of ServiceDesk Plus. We are at version 9.2 Build 9225, we have upgraded from build 9105, and now this happens : We put on open a new ticket, after a while, we put it on hold, then again on open, and after we put in on hold again, sometimes, it keeps counting regardless if its open , on hold or we start a worklog timer and then stop it (when its on hold). Before we upgraded, we didnt had a problem with this. What can we do to fix it? Best regards, Cristian
System outgoing email does not have attachment
Hi, I am using 9226 version of servicedesk plus. I realized that when "System" notifying "technician" or "requester", there is no attachment included in the notification. For example, (in the following, Jin Hwee is requester ; Steven is technician) 1) A requester reply to a ticket with attachment, technician assigned will receive email "Request Id ##1## is appended with requester reply." but without the attachment in the notification. 2) technician replied the ticket with attachment via outlook
iOS/Android Login Failed
Hi Support, We have configured ME Service Desk Plus to login using LDAP Authentication. We have install ME ServiceDesk Plug iOS App and unable to login using our LDAP Account. Have saw from manual that we need to generate the API Key, however we still fail to login. Pls advise how can we login SDP using iOS/Android App?
Switch Scanning Issue
Whenever my network admin scans a Cisco 3850 Switch or a Nexus 9372PX it changes it from a switch to a router and deletes all of his manual entries. Is there a reason why this is happening? Here is some data on the switches: Cisco 3850 Cisco IOS Software, IOS-XE Software, Catalyst L3 Switch Software (CAT3K_CAA-UNIVERSALK9-M), Version 03.03.05SE RELEASE SOFTWARE (fc1) Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2014 by Cisco Systems, Inc. Compiled Thu 30-Oct Nexus 9372PX
Support Group Issues
Hi, Having a range of issues with support groups. I'm aware that there is already a feature request to disable support groups. These are in addition: Tried to rename a support group and got an error message. The system has now generated a 2nd support group with the new name and left the existing support group in the system (which can't be deleted - thereby confusing all my groups) Tried to create a new support group, got the below error message. Created the group with one user successfully but
SDP do not handle Calendar meetings as request
Hi, We have people that send requests as Outlook meetings instead of mail. So what happens is that SDP dot not know how to parse the meeting, and the body of the request is the raw data of the meeting.(Picture below) SDP should be able to parse the meeting so that it's more readable, it could create a scheduled task from the meeting data. This is an issue and not a feature request and i am not expecting this to be resolved soon, i am simply pointing out an issue here. Thank you guys
Problems with assets
In my assets module says it has installed a certain number of licenses but when I go to detail it doesn't figure it out why ?
The File was not found
I'm getting the following error when trying to open an attachment from an incident. The File was not found Thanks, Kyle
Assets Tab Not Opening
Hi, I am trying SDP after about one week it was working correctly but now the asset tab is not opening, if I restart SDP service it starts again but then after about one or two hours I cannot open it. I am using version 8
Mail fetching and Exchange 2016
Our mail server was recently upgraded to Exchange 2016. Since the upgrade of Exchange, we have not been able to fetch email. The following error is shown when settings are saved: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. The version is 9.2 Build 9225 Outgoing mail is functioning properly. We followed the troubleshooting steps at http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html
330187
I am extremely disappointed in your support!! I have had an open case since last night and have not gotten one status update. No one is able to help me with this case and when I contact support no one can tell me anything. YOUR SUPPORT IS HORRIBLE!!!! I am escalating this to my superiors who will be contacting you. You should be ashamed!!!! I will be posting this to each of your different product forums so everyone can see what type of support system you have!
Notifications not Loading automatically
SD+, I am having an issue with my Cloud Based SD+. I am attempting to test the notification panel. It appears that this is not working as a "live push" notification window. I assign a new ticket to a technician, send an email reply, or add a note should prompt an alert on the notification button. I refreshed the page, tried in Chrome and IE, but it will not come up with an alert until the Technician Physically clicks the notification button. once the Notification window opens the red # of alerts
Script query
Hi, I am using a Script to prevent categories from being used by anyone....I added the following Script to apply to anyone who uses the default incident template. Field & Form Rules > On form Load > Applies to All users > On Create & Edit > On form Load > Execute Script $CS.removeOptions("CATEGORY",["Regular Tasks & Checks"]); $CS.removeOptions("CATEGORY",["Service Catalog"]); This prevents a couple of categories from being selected when a request is created. For some reason our Technicians can't
Survey settings email content template
Hello Is there a way of adding the resolution or any other content variables to the survey email content as when you enable the user survey it over rides the notification template when jobs are closed. The below does not work. eg. Description $Description Resolution $Resolution Survey Link $SurveyLink Thanks in advance.
MSP: Uploading Customer Agent Logo - 403 Request Refused
HTTP Status 403 - Request Refused type Status report message Request Refused description Access to the specified resource has been forbidden. Getting this error when I try to upload a new customer agent logo, not sure how to resolve. Thanks!
IT Asset State Management
We are having 2 branch one in Sydney and second in Melbourne. Sydney office is our main office. From Melbourne office people have asked spare laptops or desktops from Sydney office for 3 months. We have sent assets to them and we have added those in SDP and assigned users as well. Laptop1 used by user1, laptop2 used by user2 and so on. Now after three months they have returned all those devices. At Sydney office we have marked those assets as decommissioned. When we are selecting state as decommissioned
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