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
Notifications for Technicians
I have checked the setting: "Alert the following technician(s) by e-mail when a new request is created." yet I am not receiving the notifications. The email server is properly configured, and proven by users receiving the confirmation when they submit a new ticket. Any other places I need to examine? Thanks! - Joshua Rogers
Exception occurred while extracting eear - SD Plus 8210 > 8212
I'm getting the message "Error Occurred" when I try to patch from 8210 to 8212. When I looked at one of the update logs, the error message in the subject line is what I seen. Can anyone shed some light on this?
Unable to add requester
Hi... We had an issue where a technician was unable to login, so we removed the technician in the hope to re-add them, but when we try to re-import the user from active directory the import window says we have successfully over-written a existing requester but when we look for the imported requester, so we can convert them to a technician they aren't even listed? So we tried to create the requester manually, but SD+ errors with a user with that username already exists but they don't??? Is there
Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate
Dear SD Team I made a migration of this tool to another server but we cannot create incidents by email, this happened when i try to change some parameters in the section Mail Server Settings; Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate I made this procedure but the issue persist; Solution: Download the file from the link given below and extract it to the Service Desk Plus Home directory. https://uploads.zohocorp.com/Internal_Useruploads/dnd/ServiceDesk_Plus/2016_02_03_11_25_23_o_1acqu0dua1tidbq1kni1llri9g1.tar.gz
After Requester information is added, the Support Group changes to "none"
After Requester information is added, the Support Group changes to "none". We have recently updated Servicedesk Plus to version 9.2, build 9207. Since the update all our Incident/ Service Request Templates have the same problem. If a Technician makes a ticket; after you added the Requester the specified Support Group changes to no group. This problem also occurs when a user uses the Self-Service Portal. This is a huge problem for us, we've tried to create a Business Rule to override this problem
HTTP Status 403 error
Hello, We have an technician who receives the following HTTP Status 403 error when trying to open an attachment within the approval details of the Approval Link that was emailed to him. If he goes into the ticket, he is able to open the attachments. We just updated to the latest version.
Announcements only showing to "all user groups"
When I select any user groups to view a especific Announcement, he doesn't show to this group. The Announcements only work to all user groups. For example: I've created a "Announcement test" and two user groups. I put the "test" and "test2" in the "Avaliable User Groups". So, after that, the "Announcement test" shows normally to the users in "test" and "test2" groups (because there's no group selected in "Selected user groups", so the system release the Announcement to all groups). But when I put
history error
Hi, I noticed an error after upgrade. I have an incident additional field that involves time and date. when date is modified and you check on the history. it no longer gives you the old date and time, same for new. it only shows numbers as shown on the image below. currently running 9.2 Build 9200 it was not like this prior to upgrade Thanks, Steven it was not like this prior to upgrade
Where can I add 'End of support' date details to software?
Where can I add 'End of support' date details to software? We are building out our CMDB and assets module. I want to be able to see within a CI what the end of support details are when I look at a relationship map, for example if I have a sql 2005 install, I want to be able to see it is end of support in April 2016 within the map
Approvals and SLA's not getting applied
After upgrade to 9207, we have a template for Requesting a New Laptop. In the workflow, the approval will go to $DEPT_HEAD$ and the SLA should be 10 days. Once the requester submits the request, the approval does not get sent and the SLA does not get applied.
Technician tap take forever to open
Dear All Gurus, We implemented our Service desk almost 4 years ago and it took us ages to upgrade it from 8.0 to the new version, and we thought that was the reason of our problem. The issue is that whenever we click on Technicians tap it take ages to open, the same thing happens when we want to edit a technician profile. Any clue on this issue? Thank you in advance.
Custom scripts are not working
Custom script trigger is referring to different folder. Version: 9.2 Build 9204
No notifications for additional e-mail on resolve reqest.
Hello Team! We have ServiceDesk build 9207 (newest). E-mail notifications successfully deliver to reqester's e-mail on resolve reqest but no e-mail sent to additional e-mail (from E-mails id(s) to notify field). Tested on many resolved reqests. Please see attached screenshots
GET 'Asset State' via CMDB API
Is there an available list of fields that we can use for parameters in the CMDB API? I'm trying to achieve an output of a particular CI Type that currently have Asset State set to 'In Store'. However, I get an error that 'Asset State' is an invalid field name. Can someone provide some input? Here's the output response: {"API":{"version":"1.0","response":{"operation":{"name":"read","result":{"statuscode":"3025","status":"Invalid column(s) specified.","message":"Invalid field name \'Asset State\' specified."}}}}}
Help can't renew license and error message
Please I am trying to renew my license for manage engine service desk plus standard and the link to do so isn’t opening i.e the drop down from help. I have been having pop-ups error message since it got to about 7 days to expire, when I see this message I realise I can’t right click and infact a lot of the modules don’t work. I already have made a request to get a license to renew even as I have a license downloaded since the 23rd of February, was just waiting on the initial license to run out.
Backups failing
Hello, we have been receiving this error message on one of our SD+ Standard servers running build 9201 It has happened every day for the last 5 days, first failure occurred on the 17th of March. Backups are scheduled to run daily. All other servers running build 9201 have no issue, server has 4GB memory and is only running SD+ on it, and backups have been running fine for the last two years without this issue. Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database
Tech with ChangeApprover role can't approve change submitted by tech with Change Manager role
Hello, In my organization, we have one person with the Change Manager role. We have several other admins with the ChangeApprover role only. I submitted a test change (I have neither Change role on my account) and one of the admins with the ChangeApprover role was able to successfully approve and reject my change. However, when the tech that is designated as the sole Change Manager submitted a change, the techs with the ChangeApprover role are unable to approve the change. Can someone explain what
Russian symbols in filename in attachment or Solution downloading problem.
Hi All! Since some of updates (not last 10 bilds) we have problem with russian filenames attached to case, attached to email in case or in all Solutions. After Downloading all russian symbols are replaced by spaces. If filename in english - thak is OK. Current version of Service Desk- 9207. Current Browser - Google Chrome Try another Browser - Microsoft Edge - same issue. Is it issue in ServiceDesk or maybe it is Java problem? How can we correct this problem with russian symbols? Thanx for
9207 CSS broken in IE 11
After upgrading last week, it looks like IE 11 is not displaying the "edit request" page properly. Fields from the right half have wrapped around and overlapped on the left. Like this: Is there any way to fix that? This only happens in IE, not Chrome or Firefox.
I´ve upgrades ServiceDesk to latest version 9207 and assets tab not showing the inventory
Hi team, I have updated today from 9205 build to 9207 and then I started experiencing issues on the Assets tab, for some reason is not showing anything and then I´ve tried to look for the assets group and shows a list but whenever I try to open any of the assets I am getting the same error. As well the Support Tab gives me an error. Now, I´m not able to see all of my assets and need help ASAP in order to fix this issue. Database I have is Postgres and I did a backup before updating, before making
Hi i have question. Why rule asset cannot create new product in Service desk plus
Asset team manual add asset to service desk plus found not product to select and cannot create new product show"not authorize " but rule technical to asset team
Access to SDP via VPN stopped working
Is anyone having issues connecting to SDP via VPN please? ours has worked fine but after having to reboot the server, i now cant get access via VPN - i have RDP'd onto the server via VPN and can access it that way, but not from my own remote connection. i upgraded my version to the latest one last friday (1st April) and it had been working ok, but we had to reboot the server out of hours and since the reboot i can no longer access SDP through VPN.
SDP 9.2 build 9203 asset agent issues
Our SDP is installed on a debian Linux install. We have recently started upgrading the agent version on the assets from a combination of either 1.17 or 1.19 to version 1.22. To perform the upgrade on the systems, I went into assets and workstations, workstations with older agent versions. and would select machines and then go to actions and then upgrade. some of my systems would install the upgraded agent correctly, others I had to connect to the system' registry and add the information for the
Survey Page Is Not Following the Site Theme
Hi, Our survey page does not follow the site theme. It seems to stretch out our logo and doesn't change to the theme of the rest of the ServiceDesk site. It stays the default blue color. Do you have any fixes for this? Thank you, Steve
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