Stopping/Starting ME Service clears outgoing mail settings
Hi 9.1 Build 9110 To investigate a separate issue (64k limit) - I had to stop/start the ME ServiceDesk Service. Once restarted - the Incoming Mail server settings were still stored - but the Fetch job was stopped. The outgoing mail settings had disappeared completely. Regards, Scott
Modify notifications.
Hi! Recently i upgrade service desk to the last version (9204). Now in the notification email appears a word, that, could not find, in the notifications template to remove. See the "Operation:" word in the notification example: OPERATION: ID 1114 de Javier Marcelo Marconi, Se ha asignado al grupo Infraestructura y Comunicaciones Solicitante : Javier Marcelo Marconi Prioridad: Baja Fecha vencimiento SLA : 11/03/2016 12:31 PM Categoría : Software Asunto: Modificar notificacion Descripción :
delete pending approvals
Do technicians have to be part of SDAdmin to delete Approvals which are pending?
Embedded hyperlinks in SD+ emails have wrong URL
After a failed upgrade from SD+ 9116, to the next version, we had to re-install SD+, and then restore from back-up. This worked well, and the site is correctly running over https 443, with no change to the config. Thanks to the backup restore :) However, the only glitch is that all of the embedded hyperlinks in the emails sent from SD+ have the URL going to http, when they should be httpS Ex: Wrong: click here for the open your request http://servicedesk.domain.com Correct: click here for the open
Trouble with images in reply emails
Good morning, I am having some trouble with images in Reply emails to service requests. Initially we had everyone put our company logo in their signature, but this seemed to not appear properly in the emails. The workaround we found was to put our company logo in the Reply template so that it will be included in every reply. For the most part this seems to be working. However, if there is an image in the original email that created the ticket, SDP seems to be grabbing that image instead of the one
Renamed Server - Unable to launch Service Desk
We had to rename the server ServiceDesk Plus sits on, now we are unable to launch it. Is their a specific tool I can run to recover or do I need to reload it?
Duplicate Users Being Created
Hi. We have just set up our ServiceDesk and are using AD authentication with pass-through. We have an LDAP import scheduled everyday. Everything is working correctly, however, we noticed that all of our users have been imported twice - meaning each user is given two separate records. Each of the employee's two records always list the same (correct) information from AD (e.g. phone, email, etc.) aside from the "site" and the "domain." One record will list the site and domain and the duplicate record
unable to login or start DB
So i am unable to start my database or log in via a web application. all the firewall settings are correct and the system stopped working while i was on it on one day (remote web application) and the very next day it stopped working on the host computer. Mar 08, 2016 4:41:01 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: C:\ManageEngine\ServiceDesk\bin\..\ Mar 08, 2016 4:41:01 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: netutilsData :: {RELEASE={version=9.2},
Problem with save SLA rules
When edit SLA rules (add new items), part of them didn't save. There is no error message, but items didn't save in SLA rule.
After trying to setup AD Passthrough Authentication (incorrectly) I can't log in at all
Hi All, I tried to setup Passthrough Authentication and after entering the info into the fields nothing now comes up - screenshot below. I realise I entered the computer name & password wrong, but there is no way for me to log in now... Is there a way through the file system I can remove the passthrough authentication and go back to manual credentials? I just get a blank web page now, image below: Thanks!
Unable to open Admin tab, getting an error("You are not authorized to view this page.")
I'm using SDP 9.1, I login using administrator credentials. but when I"m trying to open the Admin tab option I'm getting an error message as "You are not authorized to view this page". Can anyone help me to solve this problem
Install Manage engine SDP
Dears I have an issue related to install Manage engine SDP last version 64 bit in windows server 2012 as after installation , the application not started , Also i check java process on Task manager , it's unstable
Default Search
I use a default search (which is on the left side - Keyword based search). When I use a quick search it is not showing a relevant data. It only shows "Closed" requests. But when I try "Advanced Search" or "Column-wide Search" it shows correct results. I noticed this issue after upgrading from the 8.2 version (to the 9.1 Build 9121) Am I missing something?
9204 upgrage failure
Attempted to upgrade from 9119 to 9204. Downloaded ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm. The upgrade failed, said it was uninstalling the upgrade components. I am now unable to start ServiceDesk Plus. Attempted the upgrade a second time, it failed immediately.
After updating service pack facing issue with technician assignment...
Hi, Last month I updated ManageEngine_ServiceDesk_Plus_9_1_0_SP-0_21_0 version, after that I saw my technicians are facing issue to assigning the tickets and they have no access, it converted in requester mode. Its automatically removed. so I assigned again manually and it works approximately 15 days. Since last week again we are facing same issues frequently, many time i changed but no use. If i changed it will not saved (new setting). Finally I checked and found 2 new service packs available i.e.
Help - locked out of my manage Enging service deskpro
I can not get logged into the web portal service and need help Thom
OnBehalfOf issue (are we alone with this?)
Hi, We have a issue wit the "OnBehalfOf" function. if one of our technician edit the request he get a error message, se below. We are running on Version 9.1 Build 9121. Any solution? Best, Esteban
Powershell process hanging
SDP Version 9120 I have created a custom trigger with the following Execute Script Action: cmd /C powershell -WindowStyle hidden -file test.ps1 As a test I set the trigger for the action to be the presence of a certain key work in the Subject field of a request. When I create a new request with this word in the Subject field and click on "Add Request" the action is triggered successfully. However the powershell process does not terminate and the browser window does not refresh. It remains in this
Determine who deleted a template..
I need to change a service request template that a user has sent me a screenshot of but when I go into Admin to make the change, the template cannot be seen in the service category. Is it possible that the template has been deleted by another admin and if so, how can I determine who that was? Are changes by admins logged?
Remote Control option not available
Hi, In ServiceDesk Pro, when I select a workstation in assets and open its details I do not have the remote control tab available. I am running ServiceDesk Pro and DesktopCentral. Workstations are being updated correctly from DesktopCentral. Agent and RDP remote control options are turned on in Admin. What am I missing?
Return of the 64k conversation limit
Hi, We are seeing more instances of the 64k limit creating an attached conversation html file. Installed build 9.1 Build 9110 We receive updates to tickets via email from customers. This particular update has no new email attachments - it has just created CONVERSATION_DESCRIPTION.htm I understand it was meant to be fixed in 9.1 build 9101. Regards, Scott
connection to remote server failed. automatically reconnecting
Hello, since we have got ServiceDesk Plus till now we were not able to remote desktop any client PC. the partner who installed and configured the product says you should use explorer to leverage this feature and there isn't any other requirements. but we are using explorer but we cannot access any client, it give a message saying connection to remote server failed. automatically reconnecting. I need to know the requirements to get the RD working like firewall, anti virus, please help Regards,
problem with tasks after update
After some of updates 9100-9202 i have problem with number of tasks. When i add more than one task in a request and complete them they are duplicates in head. I can't see them, but when i want close request, it doesnt because of there are not competed task. Also i can't complete dependent task, it said that i need complete parent task, that already completed.
AD Issue 9203
Hi all, I'm unable to run a AD Scan with Domain administrator credentials. http://i.imgur.com/mJosJoz.png It's not listing the OU structure in the scanning wizard. any ideas? Many thanks,
VIP flag not working for some requesters
Good afternoon, We are using SDP 9.1 build 9105. We use VIP flags on certain requesters, and have business rules set up using the VIP flag to determine priority for requests. This seems to be working for some VIP requesters, but not all. Specifically, for some of the requesters, the VIP icon does not show next to their name on the Request summary list, and the requests are not being reprioritized as they should. Other requesters are working normally. Is there something I can check to tell the difference
Temp directory size
Hello to all, in our server of SDP, we have a temp directory with a total size of 5GB. Can we delete safely the files inside temp directory? Thanks in advance.
Migrating Windows to Linux - Active Directory to LDAP Issues
Hello, I am in the process of migrating an instance of SDP from Windows to Linux. Most issues have been resolved however we are going from an AD sync to an LDAP sync. (Necessary because SDP on Linux does not support the AD sync) When I import requesters through LDAP I receive a duplicate requester for every user that existed from the previous AD sync. This is despite the option being checked to "Override user information based on e-mail ID?" under Self Service Portal Settings. I am concerned that
Attachements not accessible "File not found"
Hi, with the dbs migration a while ago we have lost access to attachements in Solutions/Requests/Changes modules (old records). Unfortunately, we have also discovered lately even items (Solutions/Requests/Changes) attachements created after the dbs migration suffer from the same limitation. Upon accessing the attachement we see "File not found" error. Windows Server 2012 MS SQL Server 2012 SD+ 9.1 build 9117 Is there please any way we can make this to work? Thanks and Regards, MG
Move ServiceDesk Plus to new server
I would like migrate my old server to new server, i follow this guide, but I m starting the ServiceDesk server it stuck after the message "Application Server Started.............". Please see the attached screen shot and advise. Version Su Versión : 9.2 Construir 9200 Última versión : 9.2 Construir 9202 I Execute run.bat server is already running Server is starting. This may take a minute ... Free edition... Unclean shutdown of previous run. ServerContainer [CREATED]
Formatting Issue in Notification Templates
From time to time we send messages in our email signatures to keep our Requester's informed of special dates, events, and etc. Rather than requiring all Technicians to individually adjust their email signature I add these messages into our Notification Templates. I've found that the formatting of the emails sent from Service Desk rarely matches the formatting I place copy into the Notification template. Them most common issue is soft returns making the message appear over several lines, rather than
Spam rules in mail
Hi All We have setup mail to be sent to an address to be turned into requests/incidents. We have rules to drop certain things like newsletters and backup notifications to be dropped. My question is what happens to the dropped mail. We don't want it as tickets but we still need the email to be left in the inbox for us to see outside of service desk plus. I have turned it off for now but need to get it working. Kind regards
Unable to get admin console
When I login to ServiceDesk plus, I get a normal user screen. Till Thursday I used to login and get the admin interface. I also cannot login as administrator.
Asset Scan Name / Product overwrite prevention?
I'm running into an issue with network scan feature for collecting assets in SDP 9121. Basically I am using snmp scan on an IP range that our security cameras are on. It doesn't pull in much data (it actually detected them as printers at first), so I fill in a lot manually including the Name and Product fields since it names them the IP address by default. Everything is fine until I run the scan on that subnet again, and all of my custom names get overwritten with the IP addresses, and the Product
Can't configure Windows Agent for asset managment
We just started trying to use asset mgmt and I'm having trouble getting started. I'm trying to configure the windows agent but it always says "Failed to upgrade agent settings". Also setting a schedule shows successful but when returning to that page no schedules are set.
Assets Discovery Problem
After scanning with windows domain scan, network some of our computers are still showing in failed workstations in assets tab. I am trying push manual inventory through standalone scan through script ae_scan.vbs. It shows the inventory has pushed in asset tab but the there is no resolution. I am stucked with this inventory problem please help me out in this regard Regards Mooez
How can I delete a managed software that has been used for a purchase
Hi, We're looking to clean up our managed software list, the problem is that many of those softwares have been used in the past to create products that has a closed PO attached with. How can I delete those softwares ?
Issues with alternate name
Please we have observed that the alternate name we use on the MESD+ seems to have an issue whereby it works sometimes and then after a while it stops working, during troubleshooting within the same system via ping and NSlookup, we realized that we get response from the server via its alternate name. Using 9.0 Build 9043
out going mail not working
out going mail set but not working mail using Version : 9.1 Build 9101
ROLL BACK
one of our user accidentally merge like 300 tickets into one ticket. and every tickets contains task. now this one ticket contains like hundred of tasks. is there a way to undo this action or roll back this action. any work around. please let me know.
history ticket
Dear Support, we are having an issue when we assign ticket to other Technician or technician to technician by using Mobile App's Application,it done not showing in the history that the ticket has be moved, we are using V9119
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