Scanned Software issue
Dear Team, Please help in scanned software deletion , I wanted to re scanned software but when I am trying to delete the software it gives the below error, please help. MS SQL Build:9217 Thank You Regards, Anujitha Sharma
Backup failure
Hi, We are receiving the below error during scheduled backup in the Manage Engine Servicedesk Plus. 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.IOException: The process cannot access the file because another process has locked a portion of the file at java.io.FileInputStream.readBytes(Native
Email issue since 9226 upgrade
We upgraded to 9226 after having an issue with 9225. Thankfully this has resolved our first issue however now we are using 9226 our notification rules are not working properly. For example when logging a request via email we generate a reponse with the subject: Your IT request has been logged - Ref: $refid For some reason when we log calls post upgrade either no response is recieved or a response is recieved with a reference id that does not match the request that has been logged. Call reference
How to customize Incident, Service catalog, Quick action menu bar
Hi Team, I would like to customize Incident, Service catalog, Quick action menu bar so could you please let me know how to do it. Example, Created incident catalog called "Windows Software issue " - By default it is showing after New Incident under incident catalog menu bar Incident catalog - software issue [category i need to create ] - windows software issue [catalog that i have created] Thanks Arjun
Multiple requests at once using servlet API
Hi, I would like to know how I can create multiple requests simultaneously using servlet API (http://machine_name:Port_Number/servlets/RequestServlet). Please guide me to a post if this is already posted on the forum. Thanks
Closing Tickets
Is there a way for Technicians to only be able to close tickets that are assigned to them? Even for Technicians who have Admin rights to Requests module for closing tickets?
how to importin data from excel sheet to manageengine servicedesk
hello every body i am trying to upload data in servicedesk from XLS sheet and the importing is completed successfully but the imported requested doesn't appear in requests tap
Duplicated user
Hello, We just enabled AD Authentication but we also had a few pre-created users. Now here is when our problem kicks in: when a pre-created requester or technician logs it creates a duplicate user? Also if the user were a technician, it cannot login in as a technician when the domain is selected. Are there any easy solution on this 'problem'? Because now its a closed helpdesk system where there are only a few users that can request, but we would like to open it up next year so we are heavily testing
stuckedup in application layer started
"Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru n.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerIm pl -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,Ad ventNetDeploymentSystem.jar,commons-logging.jar
REST API + PHP can't pass values with curl
Hi' I'm trying to get all the request with PHP but i'm stuck at this error: Failed No operation name specified in request. Invalid request. My code is: $data = array('OPERATION_NAME' => 'GET_REQUESTS', 'TECHNICIAN_KEY' => 'XXXXXXXX', 'INPUT_DATA' => array( 'from' => 0,'limit' => 5, 'filterby' => 'All_requests') ); $data_string = json_encode($data);
Can not login with Administrator profile
Hy there, i reset the password of the "Administrator" profile succesfully with the following instruction and set a new Password as well. https://www.manageengine.com/products/service-desk/faq-admin-modules.html#AdminUser13 But the Login with the admin user always failed. There is no other Admin with same name in the AD which was imported. Please let me know how i can fix this problem. thx in andvance.
Unable to Merge Tickets
Since upgrading to version 9223 I'm unable to merge tickets. I can tick the boxes, click merge and get the message notifying me that the tickets will be merged to the top ticket, the screen refreshes and nothing happens. I have tried on a number of browsers with a number of different technicians and it won't do it. This is just one of several problems I've faced with this update.
Requests tab - Custom view error
On trying to customize view under requests tab, we face an issue. We try to select all groups & criteria = P1. On doing so, few of the groups gets deselected automatically under the "Group" "is" field while customizing. Appreciate your help!
mail server setting
i got this error when i tried to configure the mail server
CMDB REST API Update CI - Resource Serial No.
Hello, I am trying to post a simple update using the API. The API documentation says to use "Resource Serial No." as the field name for serial number, but the post result says "message": "Invalid field name 'Resource Serial No.' specified." Does anyone know the correct field name to use for serial number in the criteria parameters? Thank you. Resource Serial No. String Serial number of the resource Input: <?xml version='1.0' encoding='UTF-8'?> <API version='1.0' > <citype> <name>Windows
Issue with Outoging Email
Hi, We're using Office365 and Windows Server 2012 R2 Based on suggestions I found here, I've configured Outgoing Email using: SMTP, Port 587 and TLS enabled (I've also tried varying combinations of these, restarting server each time). I'm still getting an error, "Sending Notification Failed" Login/password works fine as it's being used for Incoming Email, which also works. I've also tested Server via Telnet session and it can communicate with smtp.office365.com Not sure what else to do but I'm stuck
Technical staff loses access as technician
Hi, We have some customer facing this issue, their SDP build number is at least 9218 and using MSSQL as DB. Issue: Technical staff loses access as technician because SDP imports them like requesters automatically from the AD. Workaround: Have to delete the imported requester account and within the admin/technician page assign the correct login domain again to the tech. This is constantly happening in two different customers for a month or so approximately. Waiting for your response, thanks. José
Comm.do download in chrome only on every SDP page.
Hi all, I posted on the back of one of the release entries but fear it may have been lost in the shuffle. Since 9221 and above whenever we access SDP in chrome it tries to download commFrame.do on every page refresh. So you go to a new tab, one downloads, open a request, one downloads and so on. Basically every time you click on a page it downloads one of these files. If you access it in IE it does not do this. IT appears to only be chrome related. I have tried it on multiple machines and done
Mobile App login not working
Hi All We are having issues logging on with the mobile APP. Technicians have an API Key SDP version 9.2 Build 9218 Mobile apps are showing Local Authentication only. Does anyone have the same issue or has anyone solved this? Many thanks!
How to stop duplicate tickets being created?
We have a problem with duplicate ticket creation, there should be a way to set Service Desk so that if a ticket comes in with the same subject and from the same person of already open ticket that it wont create a new one. In fact, we are facing a trouble that we tried to create a request ticket via email as a test. When the requester sent a email to email address of ServiceDesk plus, the ticket would be created automatically, but, the same ticket was constantly being created and now the tickets
Manually Set response times
Is there a way of adding a field to manually set response time, e.g. based on the time the technician arrived on site.
service desk very slow in windows 10 pro
I installed service desk in windows 10 pro. In some machine it is working properly but some machine for authentication it taking time. After successful authentication it showing unknown user.
Preventive Maintenance Tasks
Hi, Could you answer a quick question please. Preventive Maintenance task. I added 6 but only 3 appeared. The ones that didn't appear are all outside out Operational Hours, so do preventive Maintenance Task not get raised outside of these hours ? We have an offshore team, who perform tasks outside of our hours, so need to raise these activities. Regards A
In the System Log Viewer, I see this message over and over
Technicians see this: System Log shows this:
team member not visible as a Technician in maintenance (nor as a requester)
HI, I have a technician who is not visible in "Technicians", nor in "Requesters". He is visible as a Technician in the drop down list for some call types - however in the database there are three entries for him - 2 with a zero technician ID and one with a valid technician ID. I'd like to clear the issue completely and add him as a technician - ideally via an Active Directory import as a requestor, then updating him to be a technician....
ServiceDesk Plus stopped working after low disk space condition on server
Our ServiceDesk Plus server had a low disk space issue this morning. After deleting some old backup files, and removing unnecessary installers, I was able to recover 40GB of free space; however, ServiceDesk Plus still failed to work. I reviewed similar cases in the Forum, and tried to start the service using run.bat, to no avail. While reviewing the log file, serverout0, I noted the error, java.io.EOFException What does this mean? Is this the reason for the failure? I attached serverout0.txt for
Unknow user
While user logins to the SD+, the user field appears as "unknown" user . Nothing in the forum solutions could help us.
RE blank login page after changing port
I submitted a post earlier about the login page showing blank after adding a cert and changing the port. Anyway, it was my fault as I was testing in a browser on the server which was too restrictive. There are no issues for us and it is working great with ssl. I thought I would be able to edit/reply or maybe delete the original post, but I guess it's waiting to be approved. It does not need to be approved or posted since this is a non-issue. Thanks.
Filter based on status field
When trying to create a custom filter for the Requests section the dropdown is not showing the "Status" field so I can't filter based on closed tickets. Am I doing something wrong?
Backup and other scripts not working on AD server
We have 2 server same configuration 1 in workgroup and 1 in AD. When I add server into AD, all SDP scripts doesn't working correctly. I try seen errors in scripts and I see: his cannot see filepath, and when I change filepath to absolutely( for example c:\manageengine\..). this script starts working more correctly. What you think about it? How can solve this problem?
Error when entering resolutions or answering to requests
Hello, we experience an issue where everything seems to work fine but it is not or errors are shown. E.g. sometimes when adding a resolution it gives an 'an Error has occured and you have to reload the request. With answering emails it looks it was sent but nothing. With both you then have to start over.. For some reasons i do not find nothing in the logs. Could i be pointed to some sort of relief? Thanks
Blank page after changing port
After following the instructions here: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-pfx.html to add a wilcard .pfx certificate, when trying to go to the site, it just shows a blank page, no login. It did appear that the certificate was working though. In an effort to get the page back, I reversed the process and changed back to port 80. However, it still shows a blank page. We are not using SSO. What to do to fix?
Failed to recieve 1 item as the Max Number of IT Assets exceeds license?
When we close a purchase order we get the error "Failed to recieve 1 item as the Max Number of IT Assets exceeds license", how can this be resolved?
Business Rule is not working
Hi All, I have configured business rule as per attached snap shots however when incident it created it is not working as per rule. Auto technician is disabled as of now. Please help me. Thanks.
Suggestion popup covering screen
I'm always logged in as an admin, so I don't know if this is a new feature or not, but it was reported to me today that a "solution suggestion popup" started appearing for regular Requester users. I've verified that this is showing up in the wrong place, if it's supposed to be there at all. When a user starts typing in the subject line, after every spacebar hit it will apparently search in the Solutions for matching strings and present them in a popup with unfortunate size and placement: The popup
After the latest upgrade I now have 3 phone number fields only need one.
After the latest upgrade I now have 3 phone number fields only need one. Version 9.2 Build 9224 I then went into Helpdesk > Incident - Additional Fields and deleted the 2 extras ones. Now I have none. I tried to recreate it but nothing happens. Called support but got answering machine.
Powershell: How to attach a file
I have a problem. I want to use the API to attach a file to an request. The problem is that I can only find examples how this is done with C# or Java. But I specifily need to do it with powershell. Is this even possible? I want to to be done when the request is created. But a second API request that attach a file to an existing request is fine too.
How can you POST a user ID/password to Service Desk+ login page
Currently we have a CMS based website that our users log into with a user name and password stored in the cms DB not in AD/LDAP. I can get my Db admin to export the users and password and do a import into SD+ but i wanted to know if anyone knew or tried to post login info to the logon page to make like a "pass through authentication"... If you look at the login page code you will see <input name="j_username" type="text" class="formStyle" id="username"> <input name="j_password" type="password"
Cache monitor out of date
On the Community tab in ServiceDesk Plus (9.2 Build 9211), when I click Cache Monitor, all the entries listed are really out of date - 2013 is the latest year showing! How can I fix this? Pete
Response time escalation notification mail not working properly all the time
Hi team I am able to receive notification mails related to " Response time escalation " some time only . not for all the tickets . Please find the log file. waiting for your quick support. Regards, Swadi 8884664876
Next Page