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?
Select multiple rule in work flow rules
Dear Support, Can we select one rule to multiple template in the work flow rule for the service catalog? PFA
Outgoing mail server settings wiped out
Every time we restart the manage engine service, the "outgoing mail server settings" are wiped out and we need to re-enter them and manually start the mail fetching. Any ideas what would cause this? We need a fix.
upload attach file in the approve page
Dear Supprot. Is there any option to upload attachment file in the approve link?
Bug with Service Catalogue Icons
I have noticed a bug which is affecting me applying an Icon to one of my Service Catalogue Categories. I have two categories called Email and Software. When I apply an icon to the Email category it works fine but if I try to apply an Icon to the Software category it doesn't update it; instead it changes the Email category icon to the one I want for the Software category. I hope I have made this clear: Effectively I can change the icon for one category but if I try to alter the other category it changes
Status Change when Requesters Reply
Hello, We have enabled the setting under Admin > Self-Service Portal Settings "Open onhold requests upon requesters reply?". When a request is on hold with our custom status "Awaiting Customer Response", and a requester emails a reply, the status is updated to "Open" automatically. This works fine. However, our customers log in to the self-service portal most of the time to look at their requests. If they reply to a request directly from within the self-service portal, the status does not change
Request Creation times out by an hour during summer months
Hi, I've generated a query of what time calls are being raised by hour and I'm getting strange results in Summer months. It would appear that British Summer time is not properly applying as calls are raising on average exactly 1 hour earlier for 6 months of the year I've checked the personalise screen and I have a star after my time zone so daylight saving time should be applying? I've seen various articles about this from years ago -https://forums.manageengine.com/topic/time-changes-to-gmt-when-uk-on-british-summer-time-%28bst%29 and
Some kind of trouble with Rich Text Format
Hi there! Great product! Thank you again! While editing an email, solutions or notes everything is shown correctly. As far as the text is saved, the extendend line spacing isn't shown anymore. The well formatted text changes to a compact text block. Especially for emails (MS Outlook, HTML Format allowed) this is not beneficial. Is it possible to change the display mode in sdp, so that text is formatted identically (edit / Display)? And, what could we do to get nice emails in html Format? Currently
unpicked notification not working
Hi Support, I have set up the "Send notification to technician(s) when a request in this group is left unpicked." to 1 hour to send an email to me - but i don't receive any notification and i know there are tickets in the queue - is there something I'm missing? 1) Database: PGSQL 2) Version and Build of ServiceDesk plus you are using:9.1 Build 9100
Technicians reply to notification email and requesters dont receive the reply
When a ticket is generated in the service desk, it sends notifications to technicians in the assigned group. The technicians will sometimes reply to that notification email and it is not getting to the requesters. In the ticket, the technicians reply is locked and the reply does not get to the requesters.
ServiceDesk Plus and Active Directory integration
Hello! I am using ServiceDesk Plus version 9.2 build 9209, on Ubuntu Linux . I need to Enable Active Directory Authentication in our ServiceDesk Plus But when i click on "Import Requesters from Active Directory" link, I get message "Active Directory authenticathion is not supported on non-Windows installation". What can I do in this situation? Best regards
Running Reports on multiple browser tabs
Hi, I have a frustrating issue at the moment with running reports on multiple tabs within my browser. If you try to extract data as csv when you have multiple tabs open, the report will not extract the data from the tab you have open and instead will give you the data from the recently opened report. Does this sound like a system issue or a browser issue because it is an accident waiting to happen. Your Version : 9.1 Build 9112 Peter
Training In The UK
Hi All, The company I work for have been using Manage Engine Service Desk Plus for sometime now however it is not been used effectively and we are now wanting to have other departments using the Service Desk for audit reasons as well as making processes a lot smoother. We are also very out of date in terms of a version and on an old server. I was wondering if anyone knows an expert in the UK who would be willing to help and train myself and another college on how to set the Service Desk up to
OPERATION text prefixing e-mail notifications
Just upgraded to 9208 and i noticed e-mail notifications to technicians now contain the word "OPERATION:" at the top of the e-mail. I when in to double-check my notification template and I don't see it on there. My template starts with the "Request" line (see attached image). Has anyone else noticed this?
We can no longer open Service Desk since upgrade to #9209
Since upgrading to Service Desk 9209 we are unable to open Service Desk. Running command prompt as administrator and from the bin folder I am running Run.exe and have a Failed message next to; ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [STARTED] AdventNetCC
Email Fetching stopped automatically after some time.
Email Fetching stopped automatically after some time. we have also upgrade Build and service pack. but issue still persist.
Moving to a new server
Hello- I have a windows 2003 server on the latest release of ServiceDesk, and I have a Windows 2012 server also on the latest release. The 2003 server is on mysql I think- and the 2012 server is on Postgress and 64 bit. I tried many times to backup the data and restore it to the new server- all of them fail. The backup completes fine. The restore completes fine. But the server will not start. I do run.bat so I can see what's up and it says... SQLOne Search [CREATED] AdventNetServiceDesk [CREATED]
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