Unable to update Employee ID using Active Directory Import
I am using the Import from Active Directory to populate/update our requestors. Everything works fine except for Employee ID. I tried creating a UDF named Employee ID and populating it from the AD property "employeeID". This field does populate correctly but there is another Employee ID field in the Requestor record that is not updated. I can't seem to find a way to remove the other field. Please help. Dave
Content Variables
Hello Is there a way to edit the content variables? Specifically the $RequestLink variable. regards Kate
Mail Fetching stopped working after update to 9.2 Build 9200
I've emailed the support contact but haven't heard back yet. I wanted to see if anyone had a resolution here. Mail stopped fetching new emails after the upgrade. Restarting the servicedesk service on the server resolves it once but it stops working after that. The status itself says it's running but the last attempt to fetch mail does not change. There are no errors on the page.
Multiline field formatting in REST calls
When I issue a request to create a ticket via REST, I would like to have the description field of the ticket to be multi-lined (ie separated with new lines) In reading this https://forums.manageengine.com/topic/add-multiline-resolution-via-api I tried to format my payload to match, eg {'OPERATION_NAME': 'ADD_REQUEST', 'TECHNICIAN_KEY': '12345-67890', 'INPUT_DATA': '<Operation><Details><requester>someuser</requester><subject>test subject</subject><description>Test line1 </br> Test string 2 </br>
Support Group Unassigned when changing requestor
Hi, Running ver: 9207 When using a request catalog template with a pre-assigned support group the support group is removed when changing the requester. Additionally, this cannot be overcome with form rules as requester name is not a field that a rule can be conditioned on. Is this a bug or have I configured something incorrectly? Thanks!
Updating from 9.1 Build 9121 to 9.2 package error
I am trying to upgrade Servicedeskplus from 9.1 Build 9121 to 9.2. I am using the ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm package which is the upgrade specified to go from 9119,9120,9121 in the migration sequence https://www.manageengine.com/products/service-desk/migration-sequence.html Everytime I go to update I get the message "The file that you have specified is not compatible with this product."
Pass Through Authentication
Hi Team, I want to config the pass through authentication in my Windows active directory environment.Can you please let me know how to config the same so it should not ask user the credentials while accessing the service desk portal. I have followed the below link to config the pass through authentication,but after the configuration when i tried to open the service desk plus URL it is asking for username and password.Please see the attached screen shot of the same. https://forums.manageengine.com/topic/pass-through-authentication-an-illustrated-config-manual
Unauthorized access to restricted url /FieldFormRules.do
When viewing a ticket, technicians are seeing the error: Unauthorized access to restricted url /FieldFormRules.do Where the error is appearing can be seen in the attached screenshot.
Assign Error
Hi, We recently upgraded to 9218 and now get the following error: in a ticket, if you click on the Assign button near the top of the screen a drop down has two choices, pick up or assign. Selecting assign gives the attached error
Outgoing mail server settings reset on reboot
Hello, Whenever our windows server is rebooted, the outgoing mail server settings are removed and mail fetching stops. Anyone else experiencing this issue and have a resolution?
Approval issue in multi stage aproval workflow
Hi, I have an issue with Service Request approver in SDP 9118. I set a Request with a multi stage approval, using $DEPT_HEAD$ variable (see attach1). This workflow is working well with around 80% of tickets, but in some requests $DEPT_HEAD$ approver remains empty (attach2). I have already checked and in the other 20% the requester belongs to a valid Department with a valid Department Head. Can you help me? Best regards, Sutot
Mode field is empty (Requests)
Hi. I have some problems that occures after 1 month using ManageEngine SD (Standard Edition). When users create their requests through email or portal the "mode" field is empty (Not assigned). You can see my screenshot. Have you any ideas?
Java problem trying to run updatemanager
I get this error message from Updatemanager, trying to upgrade from 9005 > 9021 Updatemanager.bat @rem Please set your Java path here.set @echo off rem set JAVA_HOME=C:\ManageEngine\ServiceDesk\jre call .\setcommonenv.bat UPDATEMANAGER cd .. if NOT EXIST %JAVA_HOME%\bin\java.exe echo "Please set the JAVA_HOME parameter in" %0 if NOT EXIST %JAVA_HOME%\bin\java.exe goto FINISH set PATH=%PATH%;.\lib\native set CLASSPATH=.\lib\AdventNetUpdateManagerInstaller.jar;.\server\default\lib\jtds-1.2.jar set
Writing a script to automate replies from manage engine.
Hi, Our organisation has recently requested new statuses be set up for service requests other then the standard request statuses. they have also requested that we have automatic emails sent to users explaining the status change when the status is updated. i have the script pretty much working except for one little problem. The Argument or variable i was using to cheat in their email address isn't working how I hoped. rather then pulling in the requester's email address it adds the email address of
Service desk fails to start after updating ADManager
We run both the service desk and ADManager from the same virtual server...after updating ADManager to the latest version, I now get this error in my event logs, and Service Desk will not launch: pg_ctl: another server might be running; trying to start server anyway I am not familiar enough with PostgreSQL to troubleshoot this. Suggestions?
two ports 8080 and 8081
after updating to 9220 9212 with the system began to work on two ports 8080 and 8081. How to fix the error. Thank you
Shutdown Problems on Linux 9.2 Build 9220
Hi, we are having shutdown problems with the latest version. executing the command as usual: ./shutdown.sh -S in ManageEngine/ServiceDesk/bin/ doesn't do anything, stays/hangs. Our version 9.2 Build 9220 Debian Linux latest (64bit) The only way to stop it is by killing the process. After killing the process the usual shutdown messages will occur. This error is reproducible on our system. Please help. Kind Regards, Per
Receiving Multiple Notifications When Assigning a Task to a Support Group?
Hello, When I am creating a task in build 9217, and assigning it to a support group, it is sending that notification to everyone in that group 3 times. Sometimes it only sent 2 times, but now is consistently sending 3 times to everyone in the group. I tried restarting the ManageEngine Services, but still the same thing is happening. I've also done the following troubleshooting: Deleted all text from the notification template, then recreated it Disabled the notifications then re-enabled them Ensured
Multiple Tomcat Port Issue
Hi, we have on our server two separate tomcats running. One obviously for SDP on 8080 and another one on with a different software (Jira) on 8081. Since the last update we having issues that SDP is also adapting the port of the second independent tomcat on 8081. We have been able to rule out the issue on the second tomcat and are confident that the problem only exist as of previous updates of SDP. Please find attached screenshot. i.e.: http://xxx.com.au:8081/commFrame.do Failed to load resource:
Unable to start Servicedesk Server after installation
Hi All, I've been working on setting up the test (production server is working fine) server for Servicedesk, though after installation, and connecting to the database; I am still unable to start the application and access the web portal. I've double checked on the port number in use, DB, service is running, though nothing worked. The service is running right now, though the portal is not accessible, I've restarted the application/service, and windows server though still no change. Sincerely,
Computer do not connect to server
Dears, good day.. I'm facing a problem in several computers.. Can someone assist ? I found some error messages in log. Error in HttpSendRequestEx -> 12029 Failed to bind to port 9000 with the error code 10048.
Error while Assigning task
I get an error "unexpected error occurred" while assigning a task to the technician. Please assist,
Phantom technician
Hi, We have the same problem as the request (https://forums.manageengine.com/topic/created-an-extra-technician-record-can-i-delete-it) in that we have a phantom technician that was created in the wrong way. Apparently, the technician was manually created in the first instance, but when that didn't work, an old technician account for someone who left the company was modified (even though we use Active Directory accounts...) In an effort to resolve the problem, we probably compounded it by changing
Script stop working
Hi, I created a rule on services templates that hides groups when the level is changed, it worked. But if a technician opens the request template and set a requester the rule stops working (even if the requester is a technician). Is it a bug?
SDP possess high I/O
dear all, I have critical problem that SDP verion 9218 suddenly take high CPU usage and hang up, now I cannot start again, the only setting that I have did before is turn off and turn on pass through, but still the application work fine for few hours before it suddenly failed. Please help thank you ! Brgds, Tai
Single Sign On with NTLM
Good day, I have configured SSO on my helpdesk server and it works perfectly. However, because hosts names are technical in our organisation, host names are not necessarily easy for people who are not in the IT department to understand. For this reason, I have configured an alias for the server so that users can easily remember and access the help desk. The problem is that when you visit the alias, SSO does not work. How do I resolve this in SDP?
Mail fetching status running but not fetching mail
Hello ME, SDP --- Recently, we've been experiencing issues in mail fetching. Mail fetching status is running but it's not fetching the actual mails. Our workaround is to restart the SDP service but we would like a more permanent solution for this. Attached here support file and threaddump. Hope this helps. Thanks! Regards, Era
Help adding remote control tool
I was wondering if anybody has tried this or if this is possible to add Citrix's GoToAssist remote control tool with the Service Desk software? I really like the management capabilities of ServiceDesk but I love Citrix's GoToAssist software it would be nice to open a ticket in Service desk and click connect to asset and have it open GoToAssist.
Site Email Command
I cant get the @@SITE: Main Building@@ email command to work, I have been trying for several hours and days! Can someone confirm if this should work? I have tested other commands and they seem to be working as it should so I know the Mail side of things are working as expected. It does suggest it should work on the email page under section C at the bottom. Regards Matt
AD Users cannot see their requests
We have set up SDP 9.0. We have both LDAP and AD authentication working for requesters (and use local authentication for technicians). When a user logs a request via email, it shows their correct name as the requester. If I look in a requester's profile, I can see their information (including their name and email address) is correct. However, if they log in, their name shows as their username, and therefore they seem to be logged in with a different account. And that means they can't see their email
Service Level Agreements do not apply properly
Good day, I have set up a service level agreement rule that should classify all incoming tickets as normal. It is then the responsibility of First Line support to assign a more urgent or less urgent SLA. Some tickets do not get classified though even though the requester based rule does contain the requester name. How do I go about resolving this? Can you not create simpler rules that assign SLA based on Site? Regards,
An issue with attempt to access
There is an issue with attempt to access. Attempt to access (from the other host than SDP server) by API to ServiceDesk (Windows version) ends with this statement: The request to access from the other origin is blocked: rules "Same origin Policy" don't allow to load remote access fromz „http://servicedesk..../sdpapi/request”. ( the missing header CORS "Access-Control-Allow-Origin"). Can you share with the knowledge how to enable CORS?
requester conversation limit
I have a problem with servicedesk plus, where a requester conversation chain seems to be truncated after a number of replies. We use the Helpdesk - Message Template: E-mail technician when a request is appended by reply. Most of the time this template works as expected, & includes the most recent reply, using the $description variable. however after a number of replies, it stops including the most recent reply, & reverts to only including the original request. So the technician needs to go to the
mail fetching stopped when there is an email matched business rule
dear all, I am using Standard edition of SDP and I have just update SDP to latest version 9.2 Build 9218 ; now I have a problem that everytime mail fetching met business rules that I defined, it will stopped. my work around now is to stop business rules until I found out what really happening ? Can you help on this case thank you ! Brgds, Tai
Assets page: Sorry an Error Has Occured
Hi, We recently updated ME SDP, before asset scanning and the library was working correctly. However now since the update I receive this page when trying to view assets. Any help would be appreciated. ME SDP: 9.2 Build 9213
Tickets sent via email.
Some of our tickets are created via email. The problem with this is that required fields are not filed out. How would I go about automating that??
technician emails not going thru
when clicking new incident and assigning the ticket to technician, the tech doesn't receive an email once the ticket is created and we go back in after and assign it the tech gets an email anyone else experiencing this
Reply to a ticket is blank
I just loaded the patch this morning to go to 9218. Now when i go to reply to a ticket the send notification is blank. when i did this prior to the patching it would populate the To, subject line and body of the message. please let me know what other information you need to look in to this issue thank you
Can't open : Technicians Menu
I can't access to Technicians Menu, i waiting for many many time when i clicked it. Please suggest me how to solve this problem. Fixed : I've been restart all of Manage Engine services. Detail Manage Engine Version : 9.2 Build 9209 *I am sorry for my bad English-Skills! With Best Regards, Wanchalerm.W
Authentication issues after upgrading to build 9217
Hello, Is anyone experiencing AD authentication issues using build 9217 or build 9218? In our environment and for some unclear reason it looks like SDP sometimes tries to authenticate the user based on the email address rather than based on the login. Best regards, Demetrius
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