iOS ServiceDesk Plus app issue
I have the SDP iOS app and cannot view any requests. I get logged into the app and receive an error "Error - Mandatory element 'account' not found". When I press 'OK' and get beyond the error, the 'My Open and Unassigned Requests' tab shows 'No Request Found' and does not update at any time to show my current workload. This is a real problem as I'd have a ton of use when using out in the field. Safari doesn't even load the webapp correctly, and using a different browser I can get connected to the
Is there a "Make ALL Conversations Public" option for SD Plus?
Hello, Our comany has an automated system that's configured as a Technician and auto-completes some specific requests for us - including making notes, attaching output documents, and sending automated e-mails. Among the things it does is send an acknowledgement with important output information to our e-mail when the request is completed, and attaches that e-mail to the request for the requester to view, and then closes the request right after. The issue is that the attachment is private (I read
404 Not Found Error after upgrading to 9218
Hi, I'm getting a 404 Not Found error after upgrading from build 9212 to 9218, whilst I've seen this before it hasn't started working after waiting about 10 minutes or so. Have also tried to downgrade to the previous build but the Uninstall button seems to be grayed out How do I go about either fixing this or downgrading back to 9212? Thanks, John
Cannot remove CI Types that I created
I want to start from scratch yet when I try to delete the CI types I created it won't let me, telling me there are CI items under them, which there are not. If I could have the CLI command or SQL query that would allow me to blow these out of the database that would be helpful. Gif...
E-mail the associated entity owner when all the tasks are completed notification
Were are getting the "E-mail the associated entity owner when all the tasks are completed" notification, on some requests, even when no tasks have been completed.
Email from requester does not show on requester's Self-Service Portal
Hi there, I have an issue and look forward your support. Whenever a requester sends an email to helpdesk@domain.com, our technicians can see the ticket normally. However, from the requester's self service portal, the request does not show on his/her self-service portal. May you please help? Thank you
Time of application fields for the user
Добрый день!Вылез некий баг - после назначения ролей , применение вступает в силу через час, а то и более... Если бы он был связан с синхронизацией с AD, то он был бы объясним. Но все роли раздаются самой системой, система хранит назначение ролей пользователям. Зачем тогда такой большой лаг? Эти роли должны назначаться сразу после перезахода пользователя в систему.
Issue in 9223 Release
Greetings, Since upgrading to 9223 I am having to go back in and re-add "Purchase Order" authority back to the designated users every morning. I have been looking through the system logs and am not seeing any nightly process that is running that may be changing or resetting this feature but it is happening daily. Has anyone else uncovered additional issues within this release? Thank you, Greg
Credential requirements for scanning assets
We are going through some changes in our organization and the Domain Admin account that we were using to scan in SDP has been removed. Our Director wants us to create an account just for SDP to use for scanning our assets. What are the minimum requirements for the credential to be able to pick up all our AD Users and computers and provide the information to SDP?
ManageEngine Servicedesk Plus Issue
Dear Team, We have using ManageEngine Servicedesk Plus 9.2 Build 9223. Professional. We are facing the below issue. 1. Technicians PO approver is changing automatically frequently on daily basis. 2. While scanning through (Hostname,IP address) i am getting 2 asset, If i delete any one of asset it is deleting both the assets. 3. ManageEngine is not synchronizing with AD (Active Directory). I have do manual sync everyday. (Like : New user's and update in AD) 4. PO web page layout needs to be changed
variables in templates
how do I alter the $requestlink variable with the correct web site address?
Data Archiving - Want to except by group but not all groups are listed
I want to archive all requests that are over a certain date, excepting a list of specific support groups. However when I look at "List of Group" when defining criteria, the list of groups presented is very much incomplete. We have about 80 support groups but the pop up list only shows me about 15 of them. This means I'm effectively unable to selectively archive - no other column names suit my purpose. It would be at least a little bit helpful if I could choose Template Name as a field. Anyone
Purchase order Approvers
After updating to the most current version I find the majority of my requestors now have a purchase order approver role. Since we have only user authorized to approve a PO suddenly having all my users now appear in this list is to say nothing less than annoying. The only thing more annoying would be to have to edit each user individually to take away this option. see image below Please tell me this is not the only way
Requester details being reset?
I just noticed something odd with SDP since updating to build 9223. Here is a brief description of what is happening: We have setup our VP's as VIP requesters with the checkbox selected to approve PO's. Today I attempted to create a PO but neither of the VP's were listed. I opened the Requester section under the Admin tab and both had the checkbox for PO Approver unchecked overnight. I have reset it back to checked, but is there a reason this might be happening?? Thanks Jason
Update to 9223 succeeds but leaves SDP unusable
Hello, Just wondering if there is a known issue around updating from Build 9218 to Build 9223, where-by the update works, but the interface becomes unstable. Has anything been reported as yet? If not, I will log a call. We have tried the update three times with the same outcome everytime. Cheers, Ben
Unknown User
Hi, We have some users in with unknown user problem and these users are imported from the AD, I tried to clearing browser cache and cookies and rename the Extracted Folder under SDP-home/application option. But no luck, i have been facing this issue since after the windows updates it seems. Please kindly provide an answer as users are frustrated with this issue. Shamseer
Assets scan site import issue
There seems to be an issue with site not being set after assets scan, both using the script and the agent. The Site value is properly set in the script and manually added to the agent's registry. The xml file being generated does contain the proper site information, so it is probably an xml import based issue. I am aataching server logs, script and inercepted xml file. Hope I can finally get some help with it as I've been battling with this issue since march. Am I the only one? Thank you in advance,
Script to "Add New Request"
Hello everyone, I am brand new to scripting in general and am struggling quite a bit with creating a new request based on another request being submitted within Service Desk Plus. I have a New Hire Request template setup and have a few check boxes for hardware items. I've setup a Field and Form Rule for when the "Laptop" checkbox is checked to execute a script. I would like this script to create a new request based on another template. I am at an utter loss on how to create the script to fulfill
I am New to Service desk plus want to restore my old backup file
Want to restore technicians requesters and my settings back . Please help how to restore . My Version : 9.2 Build 9223 My Old Version is 9018 Is this Posible
Preventive Maintenance Tasks
Hi, I was wondering if anyone has come across a problem in Preventive Maintenance Tasks where the "Priority" field is blank and when the Task is created it doesn't pick up the Priority you want (and therefore the SLA) ? We've created an incident template we want to use for our Preventive Maintenance Tasks, Added a Priority for this and it appears fine there, but when viewed and created the Priority is incorrect when the Preventive Maintenance Task is created. Do only Task Templates work correctly
Change Template - On Field Change rule not working
Running Ver: 9221 Under Changes Module, 'Field and Form Rules', 'On Field Change' I set the settings as shown in the attachment and when creating a new change and it doesn't work. (Needed condition is item = xxx) I have tried many other settings in the custom script, with the defaults suggested by the program so that is not the issue. Script = $CS.setValue("TITLE","Software Update: Adobe Flash"); Let me know if there is a way to fix.
Change Management - Custom Triggers
Hi All, I am currently attempting to implement a custom trigger on Change Management to invoke a powershell script to send data externally when a change is created, and when it's workflow progresses. I have managed to get the RFC approvals down fine, however the "Edit" action does not seem to trigger as the workflow progresses. Is this by design, a bug, or am I missing something? My trigger is as follows: Change Custom trigger: - Execute when change is created and edited - Criteria is any Change
After Upgrade to 9218: SDP Notification: ERROR : Mail fetching process stopped
Hello Together, After Upgrading from 9215 to 9218, the mail fetching isn't work. Following error message: Product Name : ManageEngine ServiceDesk Plus Build No. : 9218 System Error Notification An error occured while processing email with subjectOfMail : test messageid : . Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process. Can anyone help me? BR, Rico
Asset Scan Audit Behavior?
With SDP, is there no option available to Automatically remove an asset that is not scanned in X number of days? I have things appearing in the asset list that was retired long ago and are still using up an asset license. Why are these not removed after not being detected on the network or at least being move to in storage to free a license? This should be a feature in the asset scanning instead of having to spend more $ on the Asset Explorer software. Thanks Jason
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
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