Violation Reason field should be visible after a ticket got SLA violated. How can we enable it?
Hi Experts, Hope you are fine. Many tickets violated every week. Our customer wants report with violation reason but unfortunately there is no field name "Violation Reason" in template. We can create a common text field named "Violation Reason" in every template but it wont be the right one because this field should be visible only in violated tickets not every tickets. so what we want? A mandatory text field named "Violation Reason" should be visible once a ticket got SLA Violated. Can we do this
Email replies not added to ticket if an email address in recipients contains a hash character
Observed that for one specific ticket - replies coming in from the customer side were not being added to the existing ticket ID. It appears that this is down to one of the (customer) email addresses in the recipient list containing/starting with a hash # character, e.g. #email@customer.co.uk Our ticket 'identifier' appears like ##nnnn##, which needs to be included in the Subject to add to an existing ticket. I wouldn't really want to change our ticket identifier - as it's been in use for years. Is
Barcode scanning - what am i doing wrong?
I have been tasked by my Manager with getting asset barcode scanning up and running for our ServiceDesk Plus. The USB barcode scanner itself seem to be working fine, but I am getting an error message when proceeding to the second step. Here's a link to the error that I am getting; http://www.iforce.co.nz/View.aspx?i=pzufvso4.so4.jpg This is the IMEI number for the iPhone, which populates when I scan the barcode on the back of the box, and the error appears when I click the 'Add Assets' button. Is
URL alias gets duplicated on survey links
URL alias gets duplicated when using ip http://10.250.241.117:7777/http:/10.250.241.117:7777/sd/SurveyDetails.sd?surveyData=43b04dcb2d74faa93f53c3c8196638aecf86c220 I have to configure a name (msserver:7777) for it to works thats la link the user gets when trying to access the survey Please Help
Backup SDP kann nicht ausgeführt werden
Hi, we're using SDP 9.1 Build 9117. If i try to make a backup by using the backUpData.bat i will get an error. (See below) Can someone tell me where the problem is or point me in the right direction to resolve this issue? I have attached my backUpdata.bat Any help would be great. Thanks & Regards Kurt Brugger (Hallo, wir benutzen SDP 9.1 Build 9117. Beim ausführen des Backups per backUpData.bat erhalten wir immer einen Fehler. Siehe unten. Was könnte hier die Ursache sein und wie können wir das Problem
Support Group Editing
Hi, I'm not able to remove "Owned by" in one of my Support Groups, although the system confirms by "SUCCESS :Group details updated successfully." Is there any way performing that from within the database? Thx. Khalil S.
Restoring Problem
Dear sir, i got the problems again and again during restore the.DATA file format..i went bin-->restoredata i tried this way. but i cant able to restore the data. another problem is backup created 3 files. How to restore this 3 files.. i have attached, that 3 files snapshot for your reference. Please give me the solution ASAP.
Isssue with Deleting CIs in the SDP CMDB
Hi there I am having issues with deleting CIs in the SDP CMDB module. I get the following error message: FAILURE :java.sql.SQLException: Invalid object name 'ServiceReq_1513'. Our support group wasnt able to solve this yet Any ideas? Thank you
How Can I Stop ServiceDeskPlus from Creating Duplicate Tickets?
When we send an email it creates two tickets, not always in sequential order, sometimes it'll be a few minutes before another ticket is created with the exact same subject line and body message. We have preventative maintenance tasks configured and they create doubles of the same ticket as well. This all started after we upgraded from 9.1(9121) to 9.2(9200). We figured that if we upgraded to the latest version, it'd fix this issue, and it hasn't. We're now at version 9.2(9224) and the same issue
Unable to take a backup
Hello everyone, We are unable to take a backup of SD+ 9118 (MSSQL). CMD log is given below. Any ideas? C:\ServiceDeskPlus\ServiceDesk_NonIT\bin>backUpData.bat Starting.... Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager
Access to Purchase Settings
Somehow we do not have access to Purchase Settings. All other options of Purchase/Contract management are working, but when I want to go to the purchase settings http://localhost/SetUpWizard.do?forwardTo=prsettings I get an authorization fail (logged in as Administrator Anyone familiar with that issue?
Unable to login to SDP
Hi, We have a cloud servicedesk server (AZURE), and at the beggining we were able to login by administrator account without any problems, then we imported users from our domain controller and we were able to login with the domain users too. Suddenly the application wouldn't let the damain users login and we created local users just to ensure that at any time we would be able to login. But now we cant even login with the administrator account. We upgraded the application already, but still the same
Email Commands - Updates not working
Hi, We have started to use email commands. I did significant testing and learning to make it function and got success. As of three weeks ago, I could create, update and resolve cases via email commands. I have just tried this again as we are using a vendor for handling some support calls. Unfortunately the case update and resolving command emails are no longer processing, they are just going into the case as part of the email conversation. So, I get the same result whether we send the email from
Original Recipients are added back into a Reply - even if previously removed
9.1 Build 9110 We've noticed this a few times - mainly as the customer we are working with, 2 of the customer contacts are no longer working with our project - and dont need to be included. Scenario: A ticket has been created by emailing our dedicated support address. Follow-on Replies have more recipients added to them as required. After a specific reply - It is noted that these 2 people should not be included in future updates - so they are removed manually from the recipient list before the reply
Requester does not exist / Question about request collaboration
Hi, When I want to create a request by one of the user, there is still problem. On one of the workstation, when I try to create a request with this user i get a statement: "Requester does not exist". This situation occurs only on one workstation. I have tried to delete cache, extracted and i have tried to edit this requester, but it didn't help. Have you some idea, how to solve this issue? Second issue is question about request collaboration. In which place can I change a port of this function in
NTLM Failed Redirecting To Login Page...
Ran into this error today. Clicked on an entry (the only one to do this so far) in the assets/workstation tab and this is what loaded: NTLM Failed Redirecting To Login Page... The page rapidly reloads. No way to generate a support file. Thank you, Darran
Approval action responses creating New request
When may approvers approve a request the response email creates a new request in service desk. How can I stop this from Happening. This is something that started with a greater frequency when updated to 9.2 build 9223 running mssql.
Logs for adding notes and replies?
One of our technicians swears he's sent replies to tickets, but emails are not delivered and notes aren't showing up. He asked me to watch him send a reply this morning, and naturally it worked. He says he had already sent two replies on that ticket, but they weren't delivered. They don't show up in the history of that ticket. I'm wondering if there is some sort of log elsewhere that I might check. He also says he's added Notes to tickets but they also sometimes don't show up. Could there be
Requester email replies appends requester Subject to technician email notification
When a requester replies to an email, the notification email sent to the technician includes the Subject from the requester in the received email Subject which has a "Re:" and a duplicate of the ##RequestId## as shown in the screenshot. Is there a way to have the system remove the requesters Subject from the email reply before it sends the notification email to the technician so it only has the Subject sent to the technician as defined in the templates Subject at Admin > Notification Rules > "Alert(or
Error when using SNMP to scan PC Windows 7
Hi all, My SDP is installed on the Linux server with CentOS 7 distribution. So, I can't scan Windows PC in my networks. I using SNMP to scan these windows PC. But, it unsuccessful and it show messenger as below: Error : Cannot identify model of this device. Please help me resolve it. Thanks for your enjoy!
Windows Authentication Required Window Started to Show Up
We were having an issue where we could not log into SDP because of recent changes made to Firefox. Did some digging and located a fix in the forum that added a ciphers line to the server.xml file. This fixed the problem. I upgraded to SDP 9.1 and now we are having an issue where every time we try to log into SDP we get the Windows Authentication Required window pop up. Clicking Cancel brings us to the ADP login page. Does anyone have any idea why this is happening and how we can fix this? We
Questions about the license management
Hi there, we have installed here for example, the NCP VPN software in different versions on the client. Software_51 Version="10.02.25056" Name="NCP Secure Client - Juniper Edition" Location="C:\Program Files\NCP\SecureClient\" Key="{81C44F7F-5A1E-4FA9-ADE2-B84C866B8091}" Usage="Not Known" Vendor="NCP engineering GmbH" InstallDate="20151102"/> <Software_23 Name="NCP Secure Client - Juniper Edition" Version="10.04.26745" Vendor="NCP engineering GmbH" Location="C:\Program Files (x86)\NCP\SecureClient\"
Email Fetching/Sending(Office365) from AWS Hosted server behind a loadbalancer
I recently setup an instance of ServiceDesk Plus (9.2 Build 9224) on aws/EC2. Everything works great except the email interface. I cannot get the program to fetch or send from the attached 365 mailbox. I'm using the default office settings for IMAP and SMTP. IMAP Server name: outlook.office365.com Port: 993 SMTP Server name: smtp.office365.com Port: 587 Anyone had similar issues and able to resolve them? I had this up and running on a local machine, mapped to a gmail account and it seems to work
Dynamic Send Email
When a technician replies to an email, is it possible to setup Manage Engine so that the send to address is the address of the technician? Right now, we have a static address setup in the Outgoing mail settings and want to know if we can make it dynamic based on the technician's email address.
Setting up SDP Failover 'java' is not recognized as an internal or external command
I am running the invoke command to mirror installation and I am getting the error 'java' is not recognized as an internal or external command
Unable to login
Hi, I am new to servicedesk plus. I just completed setting up organization details and general settings. I think I've configured the general setting wrongly and now I am not able to login to all the accounts (initially it is working). I noticed that the login screen required a domain, and I do not have any domain configured. Please help. Thank you.
Removing Support Groups
Good Morning, I am trying to remove or at least disable two support groups in our SDP instance but because there are records tied to those ID's i can not remove them. I have tried to go through the SQL tables to find these fields but i feel like i will be here for quite some time. I know the QUEUEID's that i need to have swapped. Does anyone have an Update Query that could help me quickly change any tied records and then allow me to delete the groups so user can not select them. DB= SQL 2014 SDP=
Disposed workstations
We have marked Workstations that have been removed from network has disposed, but ServiceDesk still tries to scan them. I thought ServiceDesk was setup not to scan disposed workstations.
Problem while backup. ERROR: relation "servicereq_301" does not exist
Hello, As in topic. Whie trying to run backup script i receive ERROR: relation "servicereq_301" does not exist message. Can You please advice how to resolve that issue? Thank You
Database Failure?
Good morning We've experienced an issue with our Service Desk server whereby we are unable to get it to launch (it sticks at "Starting Application Layer..................................". Further investigation has found that we are also getting multiple errors in the log relating to: InndoDB: Warning: trying to read doublewrite buffer page 123 We did have a server crash a few days ago and problems have started since, however we are in the unfortunate position whereby the previous versions / backups
Edit note - existing content could be lost
9.1 Build 9110 I've previously reported this same issue, and I understood it was meant to be fixed by a patch. We make use of the Notes feature to share internal info among our support team. In some cases - if you need to Edit an existing note - the Add Note window pops-up - but the existing content is gone. I'm not sure if this could be related to the content itself (application log entries with non-alphanumeric characters), or if it is text formatting related (e.g. retaining formatting from the
Import Request XSL with UNICODE
Hi, I am having a problem with the importation of requests, accent in French are replaced with ? . I tried to save the XLS file in UTF-8, but it does not work. Thank you for your help
Blank Page
Hello, When I try to access to do our SDP I received the following error message You are not authorized to access the URL sapwise2.sdpondemand.manageengine.com Permission denied Since my user is administrator and I cannot have access, who can I solve this issue? Many thanks for all the help you can provide. Best Regards, Domingos Leão
Business Rule is not working for Incident Template
Hi Team, I have created incident template from Admin - Incident Template - New Template. Attached snap shot. I have created business rule from Admin - Organizational Details - Business rule. Attached snap shot. Issue, I have created incident from user end with template that i have created Result Business rule is not working However business is rule working is i will create incident with default template. I have attached snap shots as well.
Importing requesters + using different email id to login with SSO
Hello, I'm currently trying to set up ServiceDesk Plus with a SSO method. I've got to the point where I can import approx 250 users using the Provising App which imports users with their login name the same as their primary email address. (John.Smith@domain.com) However the SSO I want to use is Microsoft Azure AD, which has the login name as (JohnS@domain.com) , which clearly won't work as the login names differ. The fix I've found up to now is to log into "https://mail.zoho.com/cpanel/index.do"
need to restore version 9222 of ServiceDesk Plus Enterprise not in the archives
hi, please post urgently ServiceDeskplus enterprise version 9222 in http://archives.manageengine.com/service-desk to restore our backup. After a migration to 9226, servicedeskplus doesn't work this is the only one version absent in the archives, while ? best gards Fabrice
Postgresql to MSSQL migration - build 9224 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. Please advice how to proceed since this issue affects our service.
Active Directory Passthrough - NTLM Failed Redirecting To Login Page...
Hi there, I'm in the process of setting up Servicedesk Plus and trying to get the Active Directory Passthrough to work. I've been having issues and after looking at other threads on this forum, none of the solutions have worked for me so far. I'm unable to attach the sso log to this thread for some reason, but I'm happy to provide that, and a picture of my AD config page in servicedesk. Thanks in advance, Kyle
Send email notification failed
I'm getting this error trying to replay request in SDP. Any idea, SMTP works for other services I have. (SMTP service for Office 365) [13:26:06:698]|[08-24-2016]|[SYSOUT]|[INFO]|[70]|: notifyTo::::REQREPLY| [13:26:06:698]|[08-24-2016]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[INFO]|[70]|: Orig req id as parameter : 9| [13:26:06:698]|[08-24-2016]|[com.adventnet.servicedesk.notification.util.NotificationFactory]|[INFO]|[70]|: Into send mail notification toAddress : manuel.arce@utitec.com
Setting the SDChangeManager
Hi There, I'm a newbie to Service Desk Configuration I'm trying to setup the Change Management module to be used in my company. I've gotten as far as setting the workflow and having everything running smoothly. The only catch is I cannot set a change manager in the role.
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