How to change Zoho email ID in Advanced Analytics?
Does anyone know how one can change the Zoho e-mail ID in Advanced Analytics? The person who set up our current Zoho email ID is no longer with the company and we would like to change it to a shared email account. Thanks, Dustin
Several Problems
1. If Service Desk is not already open and you click the link from your email, it goes to your home page. Only if the system is open does it then go to the link. 2. If a technician is a requester of a call (I have disabled them closing their own calls if they are the technician of the call), and another technician resolves a call, then then cannot close the call (being the requester). 3. I have a manager apart of a management role I created enabled to view all requests yet he cannot view all requests
How to reinstall java for Service desk?
How to reinstall java for Service desk?
ServiceDesk Plus Task Comment Notifications Do Not Seem To Go Out
Greetings, Task comment notifications do not seem to go out. The item is marked for [E-mail the task owner when a comment is added to his/her task] and I've also checked and the Notify This Comment To: Task Owner and manually entered an email address, but neither seem to work. All other email notifications function normally. We are running [Your Version : 9.2 Build 9204]. Thank you, Steve
$AssociatedLink Variable URL wrong
Within the customized template for new Tasks, the $AssociatedLink URL is showing the correct URL but the content of the link actually has the IP/hostname of the SDP server listed TWICE... The link in the email shows: http:/1.1.1.1:8080/WorkOrder.do?woMode=viewWO&woID=1901 But when you hover the link or click the link you see and taken to: http://1.1.1.1:8080/http:/1.1.1.1:8080/WorkOrder.do?woMode=viewWO&woID=1901woMode=viewWO&woID=1901 Any ideas WHY this is happening? Thanks, Mike
not able to connect to DB
I am trying to connect to the database of my application to resat the Password of the admin but when i tried to used this code " psql.exe -U postgres -p 65432 -d servicedesk" to enter to the DB but it show me this. PFA Using V8200 DB Pstgre
Email Request w/ CC?
Hi guys, First time noobie here in the world of ServiceDesk, but I have a question. Say for instance I send a new request into ServiceDesk with an email with a bunch of people CC'd into the email plus maybe a few more people in the to field if there's a request that needs to be approved. When ServiceDesk creates this request and sends a confirmation ticket, it is not sending the email to the people being CC'd and the other To's. At first, the office around though about using a script to send out
Opening attachments in Approval requests
We have an approval process where a request is sent via email to signing authorities across the operations team. These users do not have technician accounts but were able to review the approval request, download any attachments, and approve/deny requests. We recently upgraded from 9114 to 9200 and the ability to open the attachments, without logging in, has stopped working. These users now receive the following error: If they login prior to opening the attachment, they are able to download the file.
Field & Form Rules
No matter what I do I cannot get scripts to execute; very frustrating!!!
ManageEngine SupportDesk Plus API + PHP Problem
Hi, I'm using ManageEngine SupportDesk Plus and im trying to create a custom dashboard in a different place using php. I just want to extract all the datas from api to show it in a Chart.js graph plugin. Can you please help me to do that? Thanks in advanced.
Issues accessing ServiceDesk Plus from outside the network
I apologize in advance for my ignorance. I have ServiceDesk Plus running on a Win7 VM. I can get to it from inside the network at any time, but I'm having intermittent issues accessing it from outside the network. I can ping the assigned ip, but the login page never loads. We've recently locked down the network a little and have been shutting off some services and closing some ports. What services does SD need to run? What ports does it use?
ServiceDesk stopped sending Emails
Hi Our ServiceDesk system has stopped sending all types of emails i.e. - Email notifications to technicians / scheduled reports We have access to several SMTP servers, all of which have been tried but still not working The incoming mail is working ok I am not sure where to start looking, and presume there will be a log file somewhere telling me why notifications and reports are not sending Could someone please point me in the right direction?
Multiple Conditions in Field & Form Rules
Hello, I am working to automate an incident template using Field & Form Rules. I am having a bit of trouble determining how to set the conditions to achieve the desired result. I am trying to get the request assigned to a specific technician when the status is changed to "Open" (from Out for Repair) and the Building is either Middleton Elementary or Lake Middle School. I am including a screen capture to show what I have so far. It works when the building is Lake Middle School, but not when the building
Change Approver Dynamically
Is it possible to: 1. Change the request approver based on an input from the form? Ex. CustomField1=Needs Email so then Set Approver=Email Admin 2. Populate the 'Select Approvers' field based on input from the form? Thanks, -Josh
License Became Invalid
Hi, I would like to report a problem that occurred after we extended the disk where the ME SDP application was installed. The service would not start from the task manager and when I tried starting it from the command prompt, it gave me an "access denied" error and indicated that the license was invalid. We had to revert to a snapshot of the system and everything went back to normal. The activity was supposed to increase storage size from the current 50GB to 100GB so I could apply the patches which
Regarding the SD-62379 and the SD-62560
Hi I was wondering when these fixes expected to be released? Regargs, Igo
SLA Did Not Apply but Already Setup
Is there anybody have ideas why the SLA did not trigger on incident / request ticket? The rules been setup on Admin page "Service Level Agreement". Thanks in advanced.
Error include script version 9100
Hello, i update SDP to version 9100. While open page for create request, i see two error 404 while chrome try load this script: http://servicedesk8080/scripts/attachment.js?9100 http://servicedesk:8080/custom/scripts/CustomScripts.js?9100 I found in [SDPhome] \applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\scripts only file attach.js this is normal ?
close the ticket when of stage get reject
Dear Support , Could please tell us when one of approve stage got reject the request should the ticket be open or close? Because we do have ticket which has 4 stage to approved for the ticket so the first stage has approved and gone to second stage has approved but the three stage has reject the request so the ticket should be close because one of the stage has reject the request
iPad Air App Single-Sign on Domain Issue
I have a lot of travelling users who have iPad Airs. When they are at a location and connected to the internal network, the iPad app does not show them the domain box to log into SDP via the mobile app. They only see the username and password boxes, but never see the domain one so they can't use SSO. We have multiple domains, so they need to choose the domain. Has anyone else had the same issue? The app works fine on an iPhone. Thanks, Eileen
SDP won't start - Application Layer Started...........(ugh)
Hi, I can't get SDP to launch. build 9211 - MSSQL DB - IE11 I stopped the services, renamed folder "extracted" to "Extracted_old" and did the RUN.BAT command with elevated admin privileges.
ME SDP 9.1 Build 9115 - Missing Images in SDP requests
Hi All, My apologies if this has already been mentioned before, but I don't seem to be able to locate the right answers to our problem. When copying an image to clipboard, pasting to Outlook email and forwarding to SDP, the following appears in the request (included in the attachment): [/inlineimages/WorkOrder/4374/0.png] When copying an image from a website, pasting into Outlook and forwarding to SDP, the following appears in the request: accessibility text appears instead of the above inline
Time Elapsed
Hi There, As per ITIL a call should be moved into Resolved Status and the user should confirm closed status. However I experience a lot of problems with regards to resolving calls. 1. If a user responds after a call has been resolved it reopens the call. In self portal you only have the option of when a call is closed that it cannot be reopened. 2. Time elapsed still counts after the call has been resolved and moves it into breach of SLA, even though the call was resolved before SLA breached. Please
Delete integration with advanced analytics error
Hi everyone! History: i try ManageEngine Analytics plus (On Premise) - Personal edition. I get synchronization with SD. Later I want upgrade analytics plus to proffesional edition, and forget delete synchronization firsly. After install prof edition there is problem with deleting synchronization, error like: We are sorry to inform you that error in connecting to {0}, due to invalid {0} credentials configuration. Please check the {0} - {1}, {2} and proxy details. Or Please find the root cause referring
shown task with option "Technician allowed to view"
Hi everyone! All my technitians have support group and role "SD_Technitian". In that role I enabled option "Technician allowed to view" to All in group & assigned to him. request shown correctly, but task is not. There is label on task button, on this lablel is correct number of task (for technitian and his support line, but when task opened, there is all task. Maybe i do something wrong?
Import Requesters from Active Directory
Currently using Service Desk Plus 9207. I am wondering what permissions the account being used to import requesters from active directory would need? Installed on Windows Server 08 R2 in virtualized VMware environment.
issue with URLs
Since upgrading to Build 9204 in SDP, the links in the notification emails generated after a user creates an incident request point to the main web page of SDP rather than pointing to the specific incident. We have also noticed this same behavior when accessing links under Reports. In general, links that should direct to a report or incident instead redirect to the home page or some other odd location within the application. Has anyone else experienced this issue?
Add Additional Fields to Work Logs
Hello ServiceDesk Gurus, I am exploring the option to add additional fields to ServiceDesk in the worklogs section. I have found documentation on this online but it seems to be dated as the instructions refer to an area that does not exists in our ServiceDesk installation. Here is a link to the documentation. Adding Additional Fields. We are running ServiceDesk version 9.1 build 9120 Thank you, Mike
Backup error
Hi, we run sdp 9.1, 9120. When I run backupdata.bat I get "*Invalid object name 'ServiceReq_903. * Query = SELECT max(WORKORDERID) FROM ServiceReq_903 java.lang. Exception: Unable to get data from [ServiceReq_903] table." I have checked that the table doesnt exists in MS SQL db. How do I fix that? /Best regards
Problems with notification emails
We have setup a number of message rules that should send e-mails when certain things occur. Since yesterday some of these notification e-mails are not sent (or delivered) to the client. For example, when end users create a new case, sometimes they don't get the confirmation e-mail with the case #. After restarting the services it seems to work for a while. Any ideas how to start troubleshoot this?
Default HTML email generation
Hi Guys, We are experiencing an issue in our organisation whereby any emails received in our Outlook client from Service Desk Plus with an image or screenshot in the body, the image is cut off/shifted up int the email, making the image un-viewlable. We have narrowed this down to a custom Outlook-add-in that we use within our organisation. Our Development team have asked us for information on how Service Desk Plus generates its email so they can further diagnose this issue for us, is there a default
After update problems
Good afternoon, Acquired ManageEngine Service Desk and worked perfectly. But when upgrading to version 9.0 build 9000 , the software began to present some problems . Some called are automatically assigned even auto assign option disabled and in the report, in a search , the result does not match the reality , not bringing all occurrences . Can someone help me? thanks
Cant run startDB.sh
I am using putty to connect to my Service Desk server and start the DB but when i start the DB using sh startDB.sh i got this message: pg_ctl: another server might be running; trying to start server anyway server starting LOG: skipping missing configuration file "/opt/ManageEngine/ServiceDeskPlus-MSP/pgsql/data/postgres_ext.conf" FATAL: lock file "postmaster.pid" already exists HINT: Is another postmaster (PID 29374) running in data directory "/opt/ManageEngine/ServiceDeskPlus-MSP/pgsql/data"?
Custom triggers not triggering
Hi, I'm currently evaluating ServiceDesk Plus. I've a problem with custom triggers. It works only if the criteria is below. This request type is manually added by me. Criteria : Request Type is (Bug) I tried a lot of other criterias as below. But none worked. Criteria : Request Type is (Bug or Improvement) Criteria : Request Type is (Bug) OR Request Type is (Improvement) Criteria : Request Type is (Improvement) Criteria : MyCustomField is (Yes) One more question. Is there any log file which logs
Report including archived requests
Dear Support, Today we realized, that enabling new feature AutoArchive is good for perfomance, but eliminate possibility to create reports by archived requests. It there is any possibility to select requests also from archived requests? Or recover all requests back to normal state? Thanks beforehand.. Here is my query used for report: SELECT rctd.FIRST_NAME "Technician",rc.MM2COMPLETEREQUEST "Time Elapsed",rc.EXECUTEDTIME "Executed Time" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
The problem with a limited field incidents
Hi ManageEngine, I need your help. During the implementation and configuration of SAP I can not create additional fields in the template incidents. The module helpdesk -> Incident - Additional Fields "Add Field " is not active , I get the error " You have Reached the 90 fields limit" Please urgent help to increase the limit or giving a workaround because it stops my work and the work of the majority of the company. My version of SDP: 9.1 Build 9119 Regards, Paul Mroczek
ServiceDesk Plus - Notifications Stop Working
Hello All! I'm currently experiencing an issue wherein, my Notification Rules appear to have stopped working correctly - I have had no issues until recently the rules I am running are; Sender DOES NOT Contain : @mydomain.com As we are an internal company helpdesk we do not want to send notifications to external partners if they contact us. the other rules I have in place are; Sender is NOT : specificemailaddress@mydomain.com - we have a few systems sending logs to our service desk - and they do not
Cant start the SDP server after backup restoration
Hi All, The server doesn't want to work after restoring of a full backup. The SDP build is 9200, the DB server is MSSQL. I'm trying to restore the backup to our test environment. Before restoration the server worked fine. The script run.but and wrapper log shows following: STATUS | wrapper | 2016/05/06 09:36:34 | Launching a JVM... INFO | jvm 1 | 2016/05/06 09:36:38 | WrapperManager: Initializing... INFO | jvm 1 | 2016/05/06 09:36:42 | This evaluation copy is valid for 28 days INFO |
Active Directory user login problem
Dear Team, I have import AD user and enable authenticate after this step I have tried to login AD user but unable to login "check user name or password" I have carefully check domain name during login all fine but AD user unable to login. jahagir mughaljahangir512@gmail.com
Suggested Solutions Not Opening When Requester Clicks on Them
When a requester clicks on a suggested Solution or Announcement while typing in the Subject line of a new request, nothing appears other than a title bar stating "Following suggestion(s) might help resolve your request. Please review the suggestions before submitting the request." Requesters successfully open items from the Solutions tab and can open Announcments without issue. We are on build 9209. Has anyone else seen this or have a suggestion on how to troubleshoot it?
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