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
Unable to install ServiceDesk Plus
Dear Team, I am unable to Install Service Desk Plus on my RHEL 6.1. After installing when I am trying to run run.sh it showing "Failed to start the server. Please refer logs for more details " Please Help. ManageEngine ServiceDesk-Plus Version : 9.1, Build:9118. Regards Gireesh Kumar E
Business Rule not working
I have a business rule setup to categorize and assign an e-mail request to a specific analyst but the rule has never worked. I tried modifying it muoltiple times but never had much luck. Any suggestions? Build: 8217
Link Problem
Hello, On a notification mails there is a link to the ticket like https://domainname/ChangeDetails.do?CHANGEID=4115 and its working fine but sometimes on some users (not on all users) its leading to the https://domainname/HomePage.do?SkipNV2Filter=true&CHANGEID=4115 when click it and opening the homepage not ticket. Last week we upgraded to the 9213 and there was not a problem like that before upgrade. Do you have any clue?
Service Catalog > Resource Info Issues
Hi, We've just added a few questions to our Test system for a New Service Catalog service and added two Resource Titles in the Resource Info area. For some reason we cannot remove a one of these now that it has been added, but we can amend it, add previous questions etc. but cannot remove the Resource Title. When we click the Remove option we get "Cannot Delete. Resource is in Use". We've not even raised any requests for this so can you advise how we can delete this , or track down where it's in
Mobile login SDP [ SOLVED ]
Hi, We can`t login with SDP IOS APP, thought AD. Our AD authentication is working. We are able to login on the APP with the default Administrator but not with any domain account. We are using the latest Version 9.2 Build 9213. And every technicians has an API KEY. I can't to find an answer anywhere, i am really pissed with SDP, we ran into so many issues. if the application Auth is not working, am gonna replace this helpdesk with something else. Thanks for your help
Operation GET_REQUESTS is not supported
Hello, Why I get the below error while trying to get All Requests using GET_REQUESTS operation. My SDP current version is 8.0.0 build 8007. <operation name="GET_REQUESTS"> <result> <status>Failed</status> <message>Operation GET_REQUESTS is not supported.</message> </result> </operation> Thanks.
SDP Backup failing
I am getting the following error on our test SDP system: Any ideas? Thanks, Roy 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.lang.Exception: Unable to get the data from [ServiceReq_SW] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1495)
Resolving a task tries to close webpage
Hi, Just upgraded to 9212: MSSQL DB Created a task in a CHANGE Get message from IE11 browser: The webpage you are viewing is trying to close the tab (see below) If you click NO, then the task gets updated. If you click YES (why would you?), then the webpage does close.
Issue with binding to single IP address
I'm currently having an issue with SDP v9.2.x binding to a single IP address. After following the instructions on this page https://www.manageengine.com/products/service-desk/faq-general-modules.html#customization3 I cannot get my ServiceDesk Plus instance to start successfully. I get the following screen output when running run.bat from the command prompt. After much experimentation, trial and error the line that the above instructions advises you to add to the run.bat file is what makes the service
Search partial text
Hi. With SDP 9202 I can search a portion of text and find a lot of results contains that portion of text (in title or request body). With SDP 9213 this is no longer possible. Is this correct? I have tried to reindex data for the requests with Your batch script, but nothing is changed. I have tried to use jolly characters or blockquotes, same result. Do You have any ideas to regain back the possibility of better search into our incidents? Thanks in advance and have a nice weekend.
Date/time limit
Hi, We're currently facing a problem with the date/time format in the Manage Engine. We're trying to capture birthdays but the Manage Engine date/time format only allows until the year 1970. We can enter dates that are 1969 and earlier but upon saving, it does not show the value entered. Upon report extraction as well, it shows as Not Assigned. Is there a possible way to enter dates that are from 1969 and earlier, or is this really the limit? Thanks! Geraldine Legaspi
Request Link in Reply Templates
I am trying to add a hyperlink using the $RequestID in a Reply Template that will take you to the Request details in ServiceDesk. I tried adding $RequestID as a field in the template and then hyperlink to $RequestLink. This failed. Are there any other options? Having the $RequestLink muddies up the reply.
reply to not working
Hello in outgoing mail configuration I use aaa@aaa.com account smtp setting, I've put bbb@bbb.com as a "reply to" addres, but when requester recieves notfication and try to reply it shows aaa@aaa.com, but should be bbb@bbb.com as I undenrstand right.
Can't reply to a request with no body text
Hi Had a request from a user, replied, reply window closed, request page refreshed as normal, no error message received, but no reply added to request. Tried again, same result. Edited the request & put some text in the body. Replied again with exactly the same text and the reply was added correctly to the request. SD+ v9211
Unable to create a technician or find promoted requester in list
We had a technician that was active directory enabled that we wanted to replace with local login to avoid being locked out when upgrades go bad. The end result is that we aren't able to add a new technician and after receiving an error, we tried deleting the technician and re-imported the user using AD import, which was successful, but when we tried to promote the requester to a technician, we got an error again with the result being that we can't view the user in the requester or technician list
Stop Vendor fields fillup from Scan Assets
Hi, Is there any to stop filling up Vendor field in Asset details while scanning thru SNMP or Agent. I noticed that some vendor information is appearing as " net-snmp" TSS
Not completing Bat files?
I noticed this while doing a backup via backUpData.bat. The backup appears to finish but control doesn't return to the cmd window prompt. Then UpdateManager.bat did the same thing. The tasks finished, I clicked Done but the control didn't come back to the cmd window. Just a _ but not flashing and I can not type into the window. Anyone else having the same issue? Thanks, Aaron B. Allison
Change of Base Currency
Hi, Does anyone know how to change the base currency? Currently I have it in default as USD. I wish to change it to AED. I currently do not have any PO or asset cost set up as of this email.
Modifying Asset Type Fails
When in Assets, I attempt to use the Modify Type via the Action tab, I come with an error. My admin is out for the week, so I thought I would bring it up here :) Darran Version 9.2 Build 9207 MySQL
aftter update from 9201 to 9211-9212
I can't open conversations.
Password Problem after upgrading to build 9213
Hello All, I have upgraded from 9.2 version to build 9213 and the installation seem to be okay. However when I tried to log-in I had an error "Invalid username and/or password". I tried with the former and default password without success also after clearing the browser cache memory. Can anybody help me please Best Regards Antonio
Change Site in a Departament
Hi i am testing SDP 9 professional, i've a few questions. When i import from AD, the departaments sets the Site automaticaly, but i can't change site site in a particular departament manualy, thats it's correct? The Personal Field on the requester "emploee ID", can i import from AD? The same with the Cost Center, can i import from the AD? Regards Enzo
Error when backing up Service Desk Plus
While attempting to upgrade Service Desk Plus I was doing a backup (backUpData.bat) when the batch job died with the following error: java.io.FileNotFoundException: C:\ManageEngine\ServiceDesk\bin\..\fileAttachments\Request\ May2016\38791\Recovery.pdf (Access is denied) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.<init>(FileInputStream.java:146) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2121) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2117)
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