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
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
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