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]
email notification for tasks - not working
Hi, I'm using the free instance of Service Desk Plus and trying to get emails for various actions. I receive the emails when Requests are created and allocated to me, but when a task is allocated to me I don't receive any emails. I have the following config set up for Tasks: Any help you can give on this is greatly appreciated ..Paul kean
Service Deck Request v's Request Catalog Request.
In the "New Incident Request" you have the option of assigning an "Action" to the request. This is able to be used for reporting on requests. (Pic 2) In the "Request Catalog" there is no such field as "Action" that can be assigned to a request.(Pic 1) Can the "Action" field from the "New Incident Request" be added or used in the Service Field Section of the "Request Catalog"? This would make reporting on all requests more universal.
How to make SDP Server use a specific IP Address, if the computer has multiple NICs?
Hi, My server has 2 NIC's NIC 1 is used for management vlan. NIC 2 is used for external communication (IP is NATTED to access from public n/w) I installed SDP MSP, and it got the IP of NIC 1 I follwed this instruction (How to make SDP Server use a specific IP Address, if the computer has multiple NICs?) any ideas? -Jagan
Failure: Exception occurred while performing the operation - Single user
I have created a ticket but not received any response, so I'm posting here. I have an issue where one user is getting an error when trying to put in a resolution. It says "Failure: Exception occurred while performing the operation". This only occurs with that one user. I have logs from that event and screenshots available, however the attachments link on this page is not working. If someone could create a ticket for me or contact me I will forward these logs. Thank you.
Business Rules and Support Groups not being applied.
Version 9024 O365 One Support Mailbox Two support groups, emails are aliased to the above mailbox. Business Rule: If sent to A place in group A, if sent to B place in group B When an external email comes in to either alias it gets placed in it's respective group correctly however when a user on the same domain emails it is ignored and the rule is not applied. This is possibly because Exchange just uses the default mail address or x500 address so ignores the aliased email address. It was like this
Replying to work order fails
Good Morning, I have a problem where when replying to a work order (or forwarding) you get the window to type your email. You type it and press “Send”. The message goes away and you are left with a blank window and no message. When this happens usually all I have to do is exit the window and then hit reply again and type the email again. Usually after that it works the second time. It seems to be random in when it happens. I can’t find a pattern as to when it will and when it won’t. It is
Error Message
Please I need assistance in resolving this, when a technician clicks on the REQUEST tab the followings error message pops in sequence and hence techie can't make use of the functions in the module Exception occured when executing post invoke script parent.loadMCNavigator('RequestsView', 250) Msg : parent.loadMCNavigator is not a function Exception occured when executing post invoke script parent.createMCSearchRow('34', 'RequestsView') Msg : parent.createMCSearchRow is not a function Exception occured
SDP is not sending mail Notifications
I put user to send mail when a new request is posted, but the SDP is not sending mail, when I send mail with option email the technician the mail is sended, what could be wrong? Gerardo Gomez
Problem with Windows Domain Scan
Hi everyone, I have install InstallAgent.msi all two computers already. I'm having a problem: two different computers but ManageEngineServiceDesk understand there's only one. For ex: I have two computer with hostname: PC1.test.local, PC2.test.local but when I scan and find PC1, PC2 disappear and all information from PC2 move to PC1. When I scan and find PC2, PC1 disappear and all information come from PC1 to PC2 I don't know why although it's a two different computers but service desk just realize
sorry an error has occured (deleting from trash)
getting error while trying to delete requests in trash. build 9209 mssql ie11
Unable to create request by email
Dear, I'm having a problem setting up request creation by email; I read the guide on the site, and tried everything I could think of, though it seams something is wrong as emails are received though requests are not generated by SDP. Note: In email Command section, I've tried @@IT, @IT, @@IT@, and IT, all emails seem to be ignored by SDP. Version: 9.1 Build 9105 Screen shot of settings below: Sincerely,
Bulk Update Resource Name
The decision has been made to rename all the phone assets. There are ~600 phone assets so bulk updating would be preferred We have been using the existing phone assets and need to keep the history. I believe that exporting, making the change and importing the assets won't carry the history over (and duplicate the assets) The updated will use existing data; for example setting the display name to be the serial number We are using SQL Server 2008, Manage Engine 9.1 Build 9120 I can see in the database
Integrating 2 ServiceDesk plus applications into one console
I have a questions regarding ServiceDesk Plus and integration. Back Story: I work for a company that has 6 different sites around the world. We purchased a company a couple of years ago with intent to sell but realized their profit potential and kept them. What this means in the IT world is that they are on a seperate exchange and active directory domain controller. So we have 5 sites on one domain and 1 on a separate domain. All sites are managed by the same IT team. Problem: We are running 2 instances
Bulk change All Product Names to one Product Type
We have 971 product names: What we want to do is change every single one of them to one product type: As you can see there are more than one "Product Type" Associated with all of these "Product Name"'s Is there a way to do this in bulk, currently I have to click on the edit button next to the "Product Name" on one single row, then change the "Product Type": Then: I then click save, we have 971 product names, is there a bulk action on this?
Sorry an error has occured
Hi everybody, When I try create a new incident, SDP show me this Error attached. I´m using build version 9207, with Linux. I was using 9.1.. after change my server and upgrade SDP start show this. Somebody know what is happening ? Thk´s !
Service Catalogue - Adding via template
Hi, As historically we have used SD+ solely within the IT team, in the past we have only used templates as a way of managing our calls. As we look at expanding our operations we want to make better use of the service catalogue. I am trying to transfer the templates that are currently in use into the service catalogue In an attempt to avoid having to manually re-enter each template within the 'Add Service' section of the service catalogue configuration wizard, I have instead gone into each of the
no outgoing email
Hi, like many of you, I can't get the outgoing mail function to work. I first tried using my Google Apps Account but to no avail. Secondly, I tried the mailserver of my ISP, which I know to work (in other applications). No need for authentication, just use smtp.telenet.be on port 25. nope, not in ServiceDesk :( I changed the servername to ip (195.130.132.10) but still no mails are being sent... I can telnet to the host and ip from my helpdesk linux box and I can send mails with above settings with
Direct link to tab issue in IE
Has anyone else seen the issue where a direct link to a tab is no longer going to the tab, but instead goes to the homepage? So for example, opening up IE for the first time and clicking a link to go to: "http://my_service_desk_server/ContractView.do " won't take you directly to the contracts page anymore. This will bring up the home page. After the home page is up, if you try the link again it will work. It didn't used to be this way, and now none of the tabs can be directly linked when they are
Extra email sent to technician
One of our technicians got an extra email and I think it is a bug. The tech got a 'your ticket has been updated' email when the request was closed, he is not the original requester but was cc'ed on the email that created the request. See the attached pics for more info.
Import tickets and answers (conversations) from OTRS to service desk
Hi, is it possible to import tickets and conversations from OTRS ? I found import, but, I can only import tickets, or each conversation as new ticket, which is not an option. Regards, Branimir Pranjić
Service Catalog - Additional Fields
I have a problem on 9020/MSSQL whereby when Service Catalog items are being designed and you add an additional field through the designer these sometimes disappear and merge into an existing one. It's slightly annoying as the item simply disappears and merges with another you've added. It doesn't appear in the main list, so you have to delete what it merged with as well if you can figure it out ! Example: Add additional fields A & B through the designer, B disappears and when you view the main list
upgrade servicedesk from 9204 to 9409 failed
Hi, today I wanted to upgrade our test server to version 9209. Upgrade went fine. Started the service again, it started. Briwsed to the server, page not found. Stopped the service, started the application with bin\run.bat. Got the following errors in the console (and wrapper.log file): STATUS | wrapper | 2016/04/20 12:04:45 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2016/04/20 12:04:45 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS
Application Layer Started....
Hi, I'm trying to install ServiceDesk Plus free for evaluation on a plain Windows 8.1 entreprise (French) Pc. But, when I start SD, a lot of things seems to start, but hang with message "Application Layer Started..." I've read on Forum to try to launch command "run.bat" from C:\ManageEngine\ServiceDesk\bin folder and I'm having this message: Port 8080 occupied Do you want to enter a different Web Server port ? Enter y/n y Enter the Web Server port 80 Web server port was occupied initially. It is
Service Control Manager
I apologize if this has already been a topic but I just installed the latest version of the ServiceDesk plus and I am getting an error in the event viewer stating "The ManageEngine ServiceDesk Plus service is marked as an interactive service. However, the system is configured to not allow interactive services." This started happening after windows updates I believe as it was working before that. Is there a way to get this fixed?
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