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
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
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