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?
Setting 'Status' in template
When in form design, we set the 'status' field to Mandatory, uncheck 'Requester can set' and check 'Requester can view'. After saving the template, we go to the Requester view design, drag the status field to the layout and save. when we go back to the technician form design, the 'Requester can set' box is checked again. when we uncheck it and save, then go to the requester view, the status field isn't on the layout anymore. see attachments:
Android App - No Description
We have ServiceDesk Plus, 8.2.0 Build 8207, and running ME SDP v2.0.2 on Moto G 2nd gen I have managed to connect via the Android App, but when I view my calls I get nothing in the description field ( screenshot attached ) Although I can see the subject field, I need to be able to see the description aswell. Thanks Andrew
How to change the default password for the Admin account?
How Can I change the default password for the Administrator account? Also, Is it possible to remove the local authentication from the logon screen? Thanks,
Can't scan now 64bits machine
Hey, I opened port 9000 on my network to force scan machines with asset explorer agent, 32 bits works but 64 does not. I noticed on all my 64 bit machines, we do not have the registry entries : HKLM/software/zoho corp/ It does not exist...
problems after update 9207
1. Randomly overlapping fields in incident requests. It happens in all browsers. Can be cleared when refreshing the page. 2. When a user tries to open an attachment on the ApprovalLink page he is not allowed to do so. The given error: "HTTP Status 403 - Access to the requested resource has been denied type: Status report message: Access to the requested resource has been denied description: Access to the specified resource (Access to the requested resource has been denied) has been forbidden. Apache
SD+ cannot connect to POP3 mailbox
Hi, We have SD+ that is unable to connect to the helpdesk mailbox. In the mail settings we have checked all settings and when saving we are getting " Failure: E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox." POP3 port (110) is responding when using telnet. The username and password is OK - have tested that as well. I have tried all troubleshooting steps as listed on the help page. However not sure where the
delete changes
Hi, I delete the changes by Mistake ,I need to Replay this changes , I check the trash but nothing , maybe trash for request only, SDP have a option to reply the delete changes Thank you
Software counts
having issues where the software installation count under details does not equal the count for the number of installations. This is impacting a great number of software suites and any attempts to reconcile. Need this to be fixed without losing any software licensing/installation details. ver 9.1 build 9119 sql Db
Resolution edition error
Hello Team! We trying to edit some of our resolutions but get some error. Text in error message:"Error occured while loading input to DataBase". It happens not every time, not with every Resolution. Not any dependency found in many tests from our side. Any Browsers, any last 10 Service Desk bilds - no dependicies found. Any ideas?
Auto Suggest Solution Not Displaying Correctly
When a user tries to create a new request and they receive the auto suggested solution if they click the suggestion they cannot see the solution but instead just get a gray box (see attached).
Technician Notifications: New Request
I have checked the box for "Alert the following technician(s) by e-mail when a new request is created." and listed myself in the list of technicians to notify. I also checked to make sure that my email address is included in my AD profile, just like the requester's is. The outgoing mail settings are correct, proven by the fact that my requester is receiving email notifications to acknowledge when they create a new request. However, I am not receiving notifications when a new request is submitted.
Software Totals Incorrect
I am auditing our installed versions of flash. The "Installation(s)" number in the "Software Details" tab is lower in than the "Total" number on the "Installations" tab. Is there a way to correct this? Most are off by one but some a of by much more. Why would the totals be different on the two tabs? I am using 9.2 Build 9207
How to change site for existing technicians?
I have an already working MESD+ configured and working (even though most of the technician accounts having started coming up with errors and still trying to resolve them). In my organisation most of the technicians have been redployed to new sites and the ones they were working from before handed over to other technicians. I am trying to make the new changes with respect to the new sites but I can't do that coz of the following error that keeps popping up. "FAILURE :Error while saving the technician
Unable to change webport
Hello, We have successfully reinstalled ServiceDesk Plus on windows 2012 with MS SQL server database configured. Trying to configure SSL certificate and in this process it is required to change the web port to secured and 443. When I try to execute \bin\changeWebServerPort.bat 443 https from command prompt, below is the error thrown. Exception while forming the url: null and getting the stream. C:\..server\default\conf\buildinfo.xml <The system cannot find the path specified> java.io.FilenotFoundException
Requester Reply sent to Requester
We recently started using a new install and our previous installation never did this. Version 9027 When a requester replies to a ticket with an assigned technician they get the reply also. Attached is what we have ticked, I must missing something obvious?
Unable to get notification to Tech and requester
Hi Team I m using Manage Engine Service Desk Plus version 9.2 build 9207, i have configured all sites but when the requestor raises a ticket he doesnt get any notication via email, even i have enabled the settings to receive emails as soon as ticket is raised by requester
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