Technician is seen as Requester after server restart
Good day, We have a 2 technician license. I have deleted the built in Administrator and added both technicians, myself, who is also the Admin and my assistant who is only a site admin. For months I have been auditing the system, adding purchase prices, depreciation, non-IT assets and the like. After a restart, when I log in, the system things I am a requester! How do I resolve this? Regards
Want to change Incident-Add'l Field format
We would like to change an existing required field on Incident Templates from Multi-Line Free Text Format to Multi-Line Pick List. Is this possible without creating a new field and editing all the templates? Example. Currently "Department" is a Required Field for a "User Security, Menu, Directory Change" Request. The field is Multi-Line Free Form Text. We would like to make this field a Multi-Line Pick List. Thereby bringing consistency in input by users. Option to select 1 of 14 designated
PO attachment have wrong mime type when using firefox?
I have noticed lately that when you try to open an attachment that is part of a purchase order the mime type seems to be corrupted when using firefox. For instance if I try to open a PDF attachment it defaults to application/x-download and doesn't select adobe reader as the default application to open the file. I have tried to delete mimetype.rdf in the firefox profile but still have the same issue. Ticket attachment work fine. Also PO attachment work fine when using IE instead of firefox. Any ideas
Excluded device
Hi, there is an issue in SDP with scanning. During scanning stations, occurs an information, that stations were excluded from scanning. In exclusions aren't any information about these excluded stations.In attachment are placed pictures.
Error to start after update
Hi We tried to update SDP and some erros occurs. Now we can't start the service. Already tried to restore backup with no success
UTF-8 error
Hi Dear all we are currently using SDP standard edition 9.2 Build 9200 , Also we have configured the XML files regarding UTF-8 encoding but we are still unable to receive correct formatting in the emails or tickets in our environment . Is there any other modifications to be done in the server ? Thank you
SPAM filters
Hi! We have problem with SPAM filters. When only one value is set , i.e '@fl-sitem.hr' filter is working but when we add another domain i.e. @gmail.com filters are not working. We have free edition. Rule which is used is "Sender is not contain:"@fl-sitem.hr" or "@gmail.com" Thanks! BR,
Picking up several requests at a time caused a merge action too
Hi, Our technicians are reporting that in some cases, when they select several requests from the main view an use de drop down "action" menu to select "pick-up" the systems performs the pick up but ALSO a merge! This is not happening everytime but it happens sometimes, which causes big confussion to customers. Do you know why is this happening? Anyone there with the same problem? @Database Name = Microsoft SQL Server@ @Database Version = 09.00.5057@ @Current Build = 9121@ @32 / 64 bit installation
SBS As400
Buongiorno, Stiamo testando il prodotto per il monitoraggio di un sottosistema su un as400. Impostando una fascia oraria di notifica, abbiamo verificato che se il sottosistema viene chiuso prima dell'inizio della finestra temporale, quando viene raggiunto l'orario di notifica non ricevo comunicazione. Esiste un modo per inviare la comunicazione se il sottosistema è disattivo quando inizia la finestra di notifica? Grazie Jacopo
required fields did not work for custom field
Good day. After update SD to 9.2 build 9212, existing custom field in template request not work as required. The field is marked as required, but when a user sends a request and does not fill this field, DM sends a request message without the mandatory fields. Field was created in version 9.0 and befor update work good. Can any help me ? Thanks.
Emails are not seen in the conversations of the request
Hi, Your help please, the mail of client is not displayed in the request. If you can see in the mail that you have configured but not seen in the conversations of the application. Today we have the next configuration: Thanks for your help!
Keep Me Signed In Tickbox doesn't work
Is there any reason why the keep me signed in tickbox doesn't work? I have tried in both Chrome and IE (both up to date) and cleared cache. Same for another technician, every time I open the browser, I have to sign back in. I have just updated to 9214. The problem first happened after upgrading to 9211 from 9209 (9210 readme notes mention something about this) Thanks
You can not open the default template cases from
I perform the query because I can not make opening incidents from web. Opening can only be made via mail in my ServiceDeskPlus I have done actions: - It created a new templates - A profile is created with all permits and technicians are assigned - New technicians were created If anyone has a solution, I appreciate the comments.
Cannot get a URL or email link in the description.
9.2 Build 9209 Description is in rich text format. When I insert a URL into the description on a service catalog template, it looks like it is doing it properly, but the underlined blue link it creates does not do anything when hovering(change to a hand) or clicking on it(goes to the link).
Unable to add software with similar name
I am having an issue with adding a new software that has a similar name to another software. The applications are called NetSupport School and NetSupport Notify. I was able to add NetSupport School, but when I try to add NetSupport Notify, it says that the software already exists. They are two separate applications and I should be able to enter them separately.
License Allocation Problem (number of installs stated != number of installs listed) [SOLVED] [FIXED]
There is a problem that we have been facing with the ServiceDesk Plus system for a few days now. We have been unable to allocate licenses, that we have purchased, to a machine that has the software installed on it. The software shows up as "Underlicensed" and states that 3 installations are "Unlicensed". We have 175 additional licenses that we can apply to these installations, but when attempting to view these Unlicensed installations, nothing is listed. We are using Version 9.1 Build 9105
Workstation scan
Hello, There is a problem, after the removal of the workstation of assets, it is not re-scanned. Can I fix it? Thanks.
Cannot update properly
I ran the Update Manager from within the program. It updated (supposedly). I then start the service and login. I go to Help and check my version and it says I'm at 9216 but should be 9217 What I am trying to do is transfer the data from another server which does display as 9217 and available is the same. How can I change the 9216 to read correctly as 9217. I did try again but it says its already updated. I then tried to restore the data and it never completes. Says: Unable to restore database .\server\default\conf\snmpconfigurations.xml
Page Isn't working
Hi Dears In the user groups when i set more than about 25 requester to the user group,the preview doesnt work and show me Page doesnt work instead of showing list of users. How i can solve this issue? is it my problem and i have to use more than one user group or its a public problem from servicedesk plus? Thanx
Error modifying workstation
Hi, I'm using SDP 9118. I correctly discovered a lot of workstations and servers. Now I'm trying to manually modify the description, but when I save I get this error (see attach): "FAILURE: Problem while saving workstation details Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Suport -> Create Support File" Can you help me? Best regards, Sutot
Assign group to a new issue via API
Hi all, We are using the REST API in order to create new tickets from alerts sent by our monitoring system. We can create new issues and assign technician to them, but we can't assign group to these issues. Below the XML being sent with the request: <Operation> <Details> <requester>Monitoring System</requester> <subject>This is a test</subject> <description>This is a test description</description> <category>Services</category> <subcategory>Internal Services</subcategory> <item>Helpdesk</item> <priority>High</priority>
Request approval bug?
Build: 9217 DB: MSSQL Issue: Approval links within email. When an approval email gets sent to an approver, the approver clicks the link and gets message: If they log into the portal, under home page, they can approve by "Take Action" Why can they approve the request from home page but not by email link? Regards,
Request Errors - No Task ID Error
Hey All, I am having a bit of a problem trying to find out the root cause of an error that i am getting. Just a bit of information to get started: - There was a developer before me who set up a process where a Request is created in service desk when a file is FTP'ed to a client's folder - Sometimes 12 files get ftped to the client at the same time (should have 1 request per file sent) - We get this task id error below for some of the files being sent while the other Requests are created correctly
Guidance
Dears, good day... I'm trying to remove some SITES, but I keep receiving a message that it could not be deleted as it is in use by a module... OK, good, but which module ?? Someone can tell me how can I find where or which module it is using the site???
Active directory login on Servicedesk not working in IE11
Hi We have a mager problem with the AD integration on ServiceDesk. Users are still prompt for user ID even when we have enabled Active Directory in the ServiceDesk. Google Chrome does not have this issue......
Microsoft SCCM to SD+
SD+ query. I've created an xml similar to what ae_scan creates but using data from SCCM. 1. Is there any documentation for the import logic used by SD+. 2. Have used the logic within ae_scan.vbs as a basis for creating the xml but find when I upload to SD+ I'm getting a error on the import screen which just says "Problem while importing the scanned xml file". Is there a log file somewhere that gives a description of what the error is?
Tickets Not Assigning Correctly
I have an issue that just started but nothing has changed with my rules or with the version. I have an exception created for the round robin to exclude certain tickets based on the mode status. I then have a business rule that assigns to the correct technician based on a pick list within the ticket. It was working fine but now it will only assign to the correct technician if that technician is associated to that ticket group. For example, I have 2 type of tickets, A and B. Tech 1 and 2 are associated
Mqsql Log size issue
Dear SDP Forum members I am using SDP Plus 8.1.0 Build 8107 on windows 2003 server c:\ManageEngine\ServiceDesk\logs folder shows mysql.log file is almost 9 GB , which cause issue on my OS drive comes to end Please guide me how to clear that log and retain the log size if required in future or disable logging Regards MAJ
Product Name is not visible in asset's CI info [ CLOSED ]
Hi, It seems that the field Product Name (aka Product Type) is only visible in the CI Info of workstations, but is not visible in other item types. It looks like a bug, it is important to be able to see what is the type of a given product. Let me if it is an on-going issue, and when it might be fixed. Thank you,
SDP technician calendar visibility to other techs
Hello, Is it possible for technicians to see each others SDP calendars? Current, only SDP admins can see the calendar for other techs. Dan
Asset editing issue persists after update from 9207 to 9214
So we have an interesting issue, that is also being looked at by support (#7412811). We cannot successfully edit non-CI type assets in the Asset nor the CMDB tab. (Attempting results in a Failure error) We cannot modify CI types in the CMDB tab. (i.e. changing a tablet from a workstation CI type to a tablet CI type.When done, nothing happens... no error.) We cannot modify Asset types in the Asset tab. (Also causes a Failure error, which is probably tied to the first issue in this list) When I took
Problems With Getting Notifications When a Request is Left Unpicked For a Specific Period of Time
I have tried multiple times to get ServiceDesk to email our group a notification when a request is left unpicked (unassigned) for a specific period of time. First, we set the settings how we wanted them, to notify us after 1 day (24 hours) if left unpicked. That did not work. We then set it to send a notification after 1 minute when left unpicked, but after speaking with technical support, they advised me that you need to put a period of time greater than 5 minutes. I then proceeded to put in 6 minutes.
Question about SDP directory structure
When I create a 'Category', we can see 'Category', 'Subcategory', 'Item'. I have a question, if any Enterprise's directory structure out of SDP limit. How should they overcome this challenge ? Could you share some good idea or experience to me ?
Finding the cause for users not syncing from AD
Greetings everyone. I was hoping for help with something that's probably simple. I've noticed that some users throw an error when trying to sync with our AD. I can find out which users are affected, but I can't figure out where to see a description of the actual error. I'm sure there's a log somewhere? Can anybody help?
Deleting site results in hung processing
Here is what happened. I did an Active Directory import and many new sites were created from OU's. I did not want that, so I deleted the sites. When I deleted the sites, it asked what i wished to do with the requesters associated to those sites. Once I selected my option and clciked OK, a "Processing" box appeared and shortly after the sites were deleted. Then I was attempting to find the proper setting to turn off importing OU's as sites. I tested my settings by performing a new import and all the
Bad performance
Hello, Since 3 weeks ago my ServiceDesk Plus is running very slowly. It sometimes takes up to 25 seconds to load a page. Is there a specific reason for this or could it be anything? I haven't tried anything in the Performance Guide yet, I am not the one respobsible to mess around with that. Just want to make some things clear on a general basis. Like, is there a location where I can find the possible source of this íssue? Thanks in advance! -Davy
Module provided in the request is not supported
I'm trying to send a post to this url: http://mgfsrv215/sdpapi/change/ with the follow query: TECHNICIAN_KEY = <my key> OPERATION_NAME = "ADD" I'm following this doc: https://www.manageengine.com/products/service-desk/help/adminguide/api/add-change.html But I'm receiving this error {"operation"=>{"result"=>{"status"=>"Failed", "message"=>"Module provided in the request is not supported."}, "name"=>"POST"}} my service desk version is: Version : 9.0 Build 9006 Latest Version : 9.0 Build 9006
Reading The Signs In ServiceDesk Plus
To assist in problem resolution, the ManageEngine Support team might want you to generate a Support File to send over to them for further analysis. The Support File is actually a zip file of all the relevant log files in the ServiceDesk Plus installation folders that monitor the current operation of ServiceDesk Plus and is generated from the Support or Community tab: Whilst you could obviously review the files in the zip, or the actual files on the server, it is actually possible to analyse these
How to Redirect http:// to https://
Hi, We are Evaluating Appmanger 8 windows version. Right now it is running in both http and https mode. Is there any way if some write http://url in the webbrowser the server will redirect it to https://url Regards Farooq
Tasks don't show up
After upgrading to latest build 9108, from the Home page, if you click on Show All, no tasks show up. this is also true for any requests that have multiple task associated with them. Database: MSSQL
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