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?
Notifications tabs do not work
Hello, If we go to Admin -> Notification page, the tabs Request, Solution, Task, and Mobile Push Notification etc are visible but not clickable. Chrome, IE give an error when we click on them. See attachment for the error. Discription: Failed to load resource: the server responded with a status of 404 (/custom/scripts/CustomScripts.js) sd_setup.js?9109:13 Uncaught TypeError: Cannot set property 'className' of nullchangeNotificationTab @ sd_setup.js?9109:13(anonymous function) @ VM1334:1 We are currently
Problems with service requests in certain Services
Unable to create service requests in 2 certain Services. Other Services are working. Support file attached. Problem occured after update to 9204 from 9114 - as required 3 stage update.
Network share in file attachment path
Hi, I try to use a network path in file attachment path, but always get errormessage "sdp.settings.filePathExists.error.msg". Tried with "\\serverip\share" and "X:\folder". I can access both these ways from Windows. Trying on ServiceDesk Plus 9.2 build 9202. Any idea what's wrong?
Blank Login Page when upgrading to 9200
Hi I have just gone through the upgrade cycles to upgrade 9114 to the latest 9206, when i upgraded to 9200, i am either getting a blank login page or unable to connect to the server when i browse to my servicedesk page I saw an issue resolved in 9206 is the blank login page issue, so i upgraded to this hoping this will resolve but it hasn't Can someone help me please?
Upgrade in Production failed 9120 to 9200
Need immediate assistance - I opened a ticket but can't reach support and this is a production system attempted an upgrade from 9120 to 9200 and the upgrade failed. This is a MSSQL environment where the db is hosted on a database server; The servicedesk backup routine when it starts the upgrade did not complete - the folder in the backups is empty. The log file updatemgrlog0.txt seems to indicate that it was aborting the upgrade but I can no longer get the services to start. I have tried rebooting.
ServiceDesk database and log size
Is it normal for the SQL log file to be extremely larger then the database? I'm thinking no but when I try to shrink the log file it only drops off a couple hundred mb. Here are our current ServiceDesk build number, SQL database and log file sizes. ServiceDesk build- 9204 Database- 67.06mb Log file- 4,295.13mb (4.19gb) Reason why I ask is where seeing performance issues with ServiceDesk and are trying to isolate the issue. Thank you for any assistance or input anyone may have. MMNS Support Team
Servicedesk MultiTech Proxy Server
Does any MultiTech Proxy Server in Servicedesk. Because my testing server be scanned a vulnerability. This is the vulnerability detail. The remote MultiTech Proxy Server has no password set for the 'supervisor' account. An attacker may log in the remote host and reconfigure it easily. Could you help me ? How can I setting this supervisor account or disable it. My servicedesk desk version is "7.5.0 Build 7513".
Problem with Agent_ID and cloned images
I am experiencing issues with computers being renamed as computer_old. The error log states computer1.domain.local has been renamed as computer1.domain.local_old. Reason:This could have happened if the names of the machines computer1.domain.local and computer2.domain.local were swapped in the network. This was identified while scanning the machine with name as computer1.domain.local in the network which had the same agent id - MASTERIMAGE_1454944823541. I assume this is because computer1 and computer2
ServiceDesk -Incident adicional fields selection list loses various items after upgrade to 9111
Hi, after upgarde to this version we are with a big trouble with adicional fields, in this case is a field determinant to operations and we have "losed" a good number of itens on this field, we don't know if is some thing related with a new limitation or charaters or some else. Regards
Error in SLA time Calculation
Hi, Operation time set on 24*7 and SLA time is 6 hours. ideally if ticket holds after 4 hours of created time. remaining 2 hours should be added if the ticket being again open after the holding time. Everything looks good in my first attachment but if you see the second one, some mismatch found. in my second attachment, 5 hours and 12 min should be added in existing dueby time to set new dueby time as ticket being hold after 48 min. but in this cases, new dueby time set exactly on new opening time
Reply's and Conversations - Questions
Hello, We have two issues: 1. We want to permanently enable requester to view conversations without clicking the "LOCK" icon every-time 2.We cant understand exactly how this REPLY icons work, it's "RED" if awaiting reply and "GREEN" if answered?, can their actions be modified? if so please suggest how. we would like to RED icon only in case if there is a REPLY.
Survey e-mail format
Hello How do I change the e-mail format for the survey e-mail sent to the requester so they can click on the link? I recently enabled the survey and the e-mail was received as shown below. Dear John Doe,\n\nPlease help us improve our service by completing this short survey. Your feedbacks and comments will help us to improve our service. We appreciate your time here. \nhttps://support.server.com/sd/SurveyDetails.sd?surveyMode=newSurvey&surveyID=1&userID=29110 \n\nThanks and regards,\nIT Admin.
/etc/init.d/servicedesk stop - Help!
Dear, would like to update the platform, I read the available documentation but I can not stop the application to apply patches, is kept waiting, I could guide the problem? Your Version : 9.1 Build 9114 Latest Version : 9.2 Build 9206 regards!
Upgrade from V9204 to V9204
Dear Support, Am trying to Upgrade my Test SDP from V9204 To V9205 ,The upgraded was successfully ,So when i check out the Version It Shows me nothing has change. PFA
Mail Fetching status || non normal behavior
Dears i am facing non normal behavior for email fetching status , changed from running to stopped no problem in email setting (username / password & port) also i can telnet email server IP with incoming/outgoing TCP port. I tried to reset manageengine service and restart the server but invain ManageEngine ServiceDesk Plus 9.1 9.1 Build 9119 Mail Fetching status :RUNNING Mail Fetching status :STOPPED BR Mostafa Khattab
SDP License
Dear's I uninstall SDP and install again where can I find the file license file to upload in SDP, know I have old service desk folder . Thank you
Need help having multiply issues
We have a new setup of Service Desk Plus. Any help would be greatly appreciated. 1. Whenever we try to add a new technician that person is unable to log in to Service Desk plus? 2. New users are not being auto-added, if after attempting to sign in. They will show up in the requester's list but they are unable to sign in? 3. Having to use LDAP instead of AD? logins fail when using AD authentication.
incoming emails messages error: authentication failed using gived user and password
we have exchange and we are migrating to office 365 so we were trying to change the setting so they can be received directly the outgoing messages is working without issues. as for the incoming i am facing the above issue and i have tried everything , pop and imap is enabled for that account and i have tried all the ports . please i need your help what can i do to fix this. thanks.
issues with URLs in SDP 9204
Since upgrading to SDP build 9204, we have noticed an issue in which the URLs in the notification emails that requesters, approvers, etc., receive do not link to the appropriate request, but redirect to the home page of the SDP instead. We have also noticed this issue with some of our reports as well. When clicking on a link to access an auto-generated report under the Reports tab, the URL points to a random request instead of the specific report. Has anyone else seen this issue? Does anyone know
help me out
Dear Supporter, Am getting this error when am trying to do the refresh the page or go back to request tab. FYA HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:88)
org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1491)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:178)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Task depencies in 9205
In 9205 task depencies doesn't work - if I close task 1, task 2 is marked. Task 2 should start. (depecies are correct)
SDP update 9200
Currently we are using the SDP 9121, and we are unable to update to the 9200 Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319)
Notification Rules, Replying to a Request Template - Can't delete Table
I'm having an issue with the Message template. Tables are impossible to edit when built in the template using the Insert Table button. I made a table in Microsoft Word and pasted it into the Template Text Box. This worked gracefully on all the templates but one. I need to edit the template, but it won't let me delete the table from the text box. I've tried all the obvious ways to do it. I can edit the text, but it seems like it's not recognizing me selecting the whole table. Any ideas on how
Unable to create additional attributes to CI
Hi, When trying to create a new attribute for a CI I am getting a loading screen that never finishes, MSSQL Version 9049
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