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
Duplicate Technicians
Having an issue with service desk plus. I see the same technician twice in the dropdowns, but they only exist once in the user/technicians configuration. Any ideas?
Closure Code - An Error has Occurred
When a technician changes a request to closed and the closure code pop-up appears if they do not fill anything in we get presented with the attached error. There should be a quick way of editing the closure codes (or I cannot find it) other than changing the request status back to open and then closed again. Trying the above still closes the job but the error appears anyway.
Active Directory Pass-Through Authentication
Hi All. I am trying to get pass-through authentication to work. Been unable to do so. I can connect to the AD and import the users. What I can not do is as follows. Pass Through does not work. I can not log into Service Desk with AD user, even though it is imported. I have read a bunch of info about this but I am no closer. Any tips and tricks which might help are appreciated. Please Advice. Kind Regards, Olvir S. Sveinsson olvir.sveinsson@hof.is
Resolved requests being marked as Opened when a reply is received
is there a way to stop a call status being changed from resolved to open when a reply is received after the status was changed to resolve please? i have it set not to reopn calls and to append with requesters reply, this works fine if the case status is actually closed, but if we select resolved, in this instance we do this when the issue has been resolved but we need the requester to test and confirm, the request then replies to confirm and the case then gets automatically set to open, and the
not able to add worklog in some browsers
Hi, I have installed Manage engine serivice deskplus 8.0. I am not able to add worklog when I am using Google Chrome, IE or Firefox. I got an error message like this in Chrome, "exception occured when executing post invoke script parent.localMCNavigator('RequestView',250) MSG : Object [object DOMWindow] has no method 'createMCSearchRow' I am also not able add resolution and view history. Anybody is aware of this issue? Thanks.
Slow in Internet Explorer, Fast in Google Chrome.
We have the latest version of SerivceDesk and have turned on Pass Through Authentication. Going to the service portal homepage in Internet Explorer 11 you are presented with a blank white page for 15 - 20 seconds before the home page loads. In Google Chrome the same page loads instantly (under a second). Same with other pages, for example the Dashboard. Internet Explorer takes 15 - 20 seconds to load all the boxes on the page (Task summary, SLA Violation By Priority etc etc). But In Google Chrome
Servicedesk-plus1.log getting maximum size very quickly
Hi all, /var/log/servicedesk-plus.log getting maximum size very quikly, please tell me why this is happening. Regards Gireesh
SDP / JIRA Integration Issues
I have recently tried to integrate JIRA with ServiceDesk Plus. I have done as much as I can but have hit a wall in trying to get the most out of the libraries provided for integration with JIRA. I have copied in the JAR file, HTML needed files as well as created the menu item to initiate the process. The Project list auto populates along with the issue selection and all the inputs for the combination. What is heavily lacking in the documentation is how to configure the XML file for use with the HTML
Remove Waiting Approval from Self-Service
Hi! Does the ManageEngine has a way to remove the "Waiting Approval" from the Self-Service Portal? (Requester Home Page) I Don't use this feature and I want to keep just the Pending requests. Is there a way to do this? Thanks!
API. Powershell. Techician not put in new request.
Hello. I use the API to create requests. To create a request using Powershell: <Operation> <Details> <subject>" + $subject + "</subject> <requester>Робот</requester> <description>" + $description + "</description> <site>Широтная (shi)</site> <technician>Пятов Владимир Александрович</technician> <level>Инцидент</level> <category>КИС</category> <subcategory>1С 7</subcategory> <item>Ошибка репликации - РИБ</item>
technical problem
How i create the users from active directory
Topic list disappear by IE11 SDP9206
Hello, I update SDP from 9121 to 9200 and 9206. Solutions Tab Topic List disappear by IE11. Solutions Tab Topic List appear by Firefox 44.0.2 Could you please teach me about setting IE11 to appear Topic List. thanks Mitsutoshi.
SPD notifcation rules mail bounce between two SDP setups
Hi, We have a problem where both we and a supplier to us use SDP. What happens when one of us sends a notification where the subject contains ##caseidnumber##, it will interpret it as belong to a previous case in either installation of SDP. It may also bounce back and forth, creating a new case each time for all eternity till we shut down the notification rule not to send a notification if a new request is created. Somehow, it doesn't look like the Junk Notification filter is working even though
Error java / restoring data
Hi guys, I got the problem below when i try to make a restore of database in ubuntu server. INFO: Going to reset rootDir using server.dir Exception in thread "main" java.awt.HeadlessException: No X11 DISPLAY variable was set, but this program performed an operation which requires it. at java.awt.GraphicsEnvironment.checkHeadless(Unknown Source) at java.awt.Window.<init>(Unknown Source) at java.awt.Frame.<init>(Unknown Source) at java.awt.Frame.<init>(Unknown Source)
Unable to Change as Technician for requester after AD import
When I go to the Edit Requester form for the person that needs to be a Technician I don't see the task labeled 'Change as Technician'. It's not under the Actions tab on the list view either. We are using ServiceDesk Plus MSP 9.0 build 9003 Thanks!
Import Vendor list
We have over 100 vendors on a spreadsheet. Is there any way to import this into SDPlus?
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