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.
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
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