Mail not sending from helpdesk
Hi We are using Service Desk Plus 9.1 with Data Base PGSQL SMTP settings configured with Gmail. (configurations we tested using thunderbird client from the tool installed machine) but mails are not sending out from the tool, while sending, mail sending failed message getting. how to troubleshoot this issue. Thanks Anoop PS Mob - 9995822232
Mail fetching problem.
Our company now has Microsoft email in the cloud. And it does not use POP/IMAP. From the forums I have read, it looks like I can not use that function. But we still have our old email system in place. When I tried to start the mail fetching it opened up old ticket and created new tickets. I had to stop fetching after it created 350 new ticket and emails. Any idea on why this happened? Thanks in advance.
Access to attachment denied
Never had this problem with SDP before. One of our users was connected to our network through VPN and was sent an approval request. He could open the ticket, but when he tried to open a Word .docx file attached, he got this: I could not duplicate the problem on my desktop in the office, so I am sort of inclined to think about the VPN connection. I don't think it's a rights issue because the user in question has the highest permissions, and this is a server level issue, not an access control issue
SQL Query to do a bulk update on Tasks
I am looking for a SQL Query which will do something like IF task_owner is NULL Then get task_Created_by Add TaskOwner as Task_Creator(From previous step)
Service Request Approvals
Is there a way to stop Approval Action notifications to be sent to the Requester of the service request? We are sending out Approvals for folder access, etc. The person who sends the approval and the Requester gets the Approval Action email.
failed imports from active directory
Hi there, great tool, I love it! But: We get around 40 errors while importing requesters from active directory. It seems like the German special characters are causing the errors because many typical German names are missing. How could I solve this? Error Messages: com.adventnet.persistence.DataAccessException: [ImpactDefinition] null, message from server: "Duplicate entry 'Quählen' for key 'ImpactDefinition_UK1'" java.lang.NullPointerException Thanks a lot and greetings from Germany JB
The ManageEngine ADSelfService Plus service terminated with service-specific error %%-1.
I receive this error message every couple of hours on my server. I'm new to this system, so I'm just wondering if I can get some help.
missing Add Stage button in Approvals
Hello, We are missing the Add Stage button for Approvals. It don't show when we select the Approvals tab. Attached is a screenshot from the admin guide.
custom script not Execute
Hi I write a script to add some value to a pick list on form dynamically. but it does not operate. i try to use dependency example but not successful. software version in 9202. and my script is : $CS.addOptions("WorkOrder_Fields_UDF_CHAR5",["M", "S", "T"]); please help me to correct this. thanks a lot
Create SD admin that does not get ticket
Just looking to create a backdoor admin that does not get tickets. I have already setup as a local account rather than LDAP authenticated but trying to figure out how to prevent tickets from going to that account. It is in the SDAdmin group.
ServiceDesk Plus on Demand - sync users Failed : API100:Operation not allowed. Authorization failed
I have role SDAdmin. What could be reason?
Installed ServiceDesk Plus complete then run serviceDesk Server but not start Login screen.
I installed ServiceDesk Plus which I've just downloaded from ManageEngine ServiceDesk Plus website. After installation is completed,I run ServiceDesk Server but It's shown login screen and still show the waiting screen (attached file). What should I do next ?
Can't update
I'm trying to update Service desk plus, but always fail. My version is 9.2 (9200)... My updates installed What can I do?
Http 500 Status error when trying to edit new support group
Hi, I created a new support group under the Goteborg site called EU BAU Approval, added in some of the associated technicians, saved the group, exited and then added some more technicians in via their technician records and when I went back to the support group to continue editing it, I got the attached Http 500 Status error message. I have deleted the groups about 6 times and recreated it, however after repeating the same steps above, I end up getting the same error. Do you know what could
Migrating ONLY Requests
I am moving my ServiceDesk Plus from a physical windows machine to a virtual Linux machine. The Previous setup was very messy and clumsy and i have clean it up dramatically on the new Linux machine. I want to move over ONLY the Requests. Is this possible?
Dameware and ServiceDesk Plus
Has anyone successfully managed to integrate ServiceDesk Plus with Dameware to remote control assets? I can successfully run the Dameware script from the command line once in the Dameware directory - dwrcc.exe -c: -m:[Computer Name] -a:1 But when run from within ServiceDesk Plus I get the following error: Cannot run program "dwrcc.exe": CreateProcess error=2, The system cannot find the file specified Windows RDP works fine within SD. Using Dameware within ServiceDesk would be really useful for us.
Technician not appearing in "owner" field - new work log
Hi guys, As per the title; we currently have a technician that is no longer appearing in the "owner" drop down list when trying to add a new work log. Interestingly, we can still assign this technician jobs and appears normally everywhere else (i.e. is a registered technician)... except for the new work log list. Hopefully someone can shed some light on this issue. Thanks in advance.
Mac OSX client scan always unsuccessful
Hi All, I've been trying to scan mac workstation since I started using SD+, it never worked. Windows clients are scanned properly. 99% of Apple hardware is running pre-ElCapitan OSX version (10.8-10), so it should work. Firewall is disabled and ssh is enabled everywhere. I can connect via ssh to all Macs, so that's not the problem. Can you help us? Thanks indeed Regards
Survey Link ($SurveyLink) not active (not recognized as an hyperlink)
Hi, We are currently setting up a new Service Desk Plus installation, but there is a problem with the Survey Link ($SurveyLink) tag sent in the survey message. The link is correct but it's not recognized as a link (it appears as plain text). If the user copies and pastes the link in a browser it works ok, but it's not able to click it directly. More strange ... if the original message is forward the link will become active ... Any ideas regarding this issue? Thanks in advance. Regards, Nuno Diogo
Unable to view any archived tickets older than August 2015
Since upgrading to 9.1 Build 9120 we have noticed that when we search or type in a reference number of an archived ticket that was logged or closed prior to August 2015, we are unable to see any detail of the ticket bar the below; Please advise what could be causing this? Thanks Lynne
Information from Tasks Tab missing
Hello - I've never had this issue until last week. It seems that when I click on the Tasks tab, all I get is a blank area. I can't view items in Tasks at all. All other tabs work fine. I have tried it in IE, Chrome, FireFox and from two different machines with the same results. I had a coworker log in from my machine and try and he was able to see his tasks, so I don't think it is a browser/environment issue. Our service desk admin even deleted my account and recreated it and the
Failed to start the server - CentOS 6.7
Please teach us plz... /{SDPHOME}/bin/run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
import and notification users
Hello guys; I have an extensive list of users offline (without domain) all imported but not working sending the initial password for this User. How do I generate a single password and send it to everyone again? Att Danilo
Error while Migrating DB from PostgreSQL to MY SQL 2012
Hello Team, I just moved on SDP 9120 build and having inbuilt PostgreSQL DB. I am trying to move my DB from PostgreSQL to MY SQL. I have followed all the process but at last I am end up with an error. Below is the error for your reference. *************************************************************.\backup_info.xml Backpup data : Wed Jan 20 16:40:02 GMT 2016 Database name : servicedesk Total Tables : 1376 Database Server : postgres Build Number : 9120 *************************************************************
I want detailed explanation to...
Hi everyone: I have the Error: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. So, I ruined the process (I think) about http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html And then... C:\ManageEngine\ServiceDesk>gencert.bat MYSERVER 995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert MYSERVER Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\cacerts...
update fails
Hi I can not update my SDP. please find attachement for discovering the root cause and give me solution. Thanks
JSON file not returning all data in the request
We use many additional "resource fields" in the Service Requests and I need to access these fields in a script. I have created a custom trigger which launches a Python script that reads the JSON file generated. Problem: I only see the additional data when the ticket is edited NOT when its created These steps are a summary of the current process: Service Request is created and the additional resource fields are populated. The JSON file data dump shows all the additional "Resource fields" as
Error renaming a Support Group
Hello, We are experiencing problems while renaming a Support Group. Situation: "Group A" was created long time ago (maybe 2 years) under "Default Settings" with several Technicians assigned, its own "Group E-mail", etc. A huge amount of tickets have been assigned to "Group A" since then (maybe 200.000 or maybe more). Now we want to rename it to "Group B", we tried to do it by clicking "edit" button and entering the new name "Group B" and clicking "Save". The application became unresponsive for a
Description field missing from template
Good Afternoon, The "Description" field is missing in our Default Template. I have already done the following things: 1. Reset the ManageEngine SDP Services and start again 2. Reset the server I have run the following command in the Report Query: SELECT * FROM form_customizer WHERE form_name LIKE '%default%' Which gives me the attached output. Please could someone let me know what to do to correct the issue. Many Thanks
ActiveDirectory Login - username or password is incorrect
I've imported users from AD successfully. I've then tried to enable AD Authentication. All I get is 'username or password is incorrect'. If I change the user password from within ServiceDesk Plus I can login using the User ID and selecting Local authentication.
Duplicate tickets created while uploading tickets from Excel
Attached the sample for reference. using ME service desk plus standard version. we are using the below license and when we upload the data from excel its creating duplicate tickets.
Desaparicion de Tickets
Se eliminaron gran cantidad de ticket cuando se reinicio el servidor donde esta instalado el servicedesk Saludos,
Active Directory Issues
Hi I am having no end of trouble with setting up active directory. I have imported the users with no issues. I have also setup the AD authentication with again no issues. I have also set the Pass-Through But no matter what I try I can not login as any of my imported user accounts to attempt to send some test tickets. I triple checked their passwords and I know the ones I am trying are correct and I am able to login to the computer with these credentials but not into the user portal. Thanks
Wrong SLA Notification Receiver on Change Management
Hi, Can you please assist me on figuring out the wrong notification that the service desk is sending. What happen is that the change owner is not receiving notification before the violation, instead it’s sending on different technician randomly that belonged to their group (i.e. application team, network team). This was triggered upon associating change request to projects. Version: 9117 Thanks, Rowell
Modify tickets sent from email/not from ManageEngine portal
We receive helpdesk tickets mostly from emails and only a handful from the portal itself. How would I go about modifying incoming tickets from emails? I'm looking at the custom triggers, but I don't have a lot of experience working with the REST API. Thanks, Dan
Large number of CC Emails and Screen Width
When a request is emailed in that includes a large quantity of CC'd emails they all remain on a single line rather than adjusting to page width. This causes issues when trying to use the UI and needing to significantly scroll horizontally to reach certain selections, such as the edit button for Request Details. This should automatically wrap text to fit the width of the browser window rather than causing a scroll bar.
Costume Script Is Not Working Properly
I tried to use the Field & Form Rules Features to set a set of task once you edit the ticket. First Attempt Scenario: I set the Condition as On Field Change and Technician is "Ralph" Execute Script Set TaskTemplate1 Result: When i click on the single ticket and click on edit. then change the technician to "Ralph" the TaskTemplate1 is successfully added. Second Attempt Scenario: I Tick the checkbox on multiple tickets then click on Action>Edit Request change the technician to "Ralph" Result: All the
Apply new license after current one expired
Current test environment license has expired and I am unable to log to apply the new license. How do I go about adding the new license so I can log back in? I've searched, though not using the right combo of words, as I did not find what I need. I believe I have to do a parallel install and apply the license there then copy some files over. I just don't recall which ones. Any help would appreciated!
Advanced Search fails on requester is
Hi, we've noticed that when using the advanced search functionality and search for Requester is, the systems returns 0 results. However running the search as Requester contains returns some results, so there are clearly tickets logged. Is this a known bug? We are using : 9.1 Build 9120 Thanks Lynne
New request opening through email - not working
Hello, I am new on this forum so my apology if I'm not asking on the right thread. So, I am having problem with my manageengine service desk, particularly with request creation through email. Everything was working fine until today. I've tried to restart server, mssql... I can see that mails are forwarding to mail account that is designated for request creation. It would be wery kind from you if you could point me where to look for the problem. Thank you in advance.
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