Sending notification failed.
i'm getting the following error when trying to send emails. following settings SMTPS/TLS port 587 with Auth. i have tried other settings but nothing is working. I have also restarted the service a number of times. I have attracted the Support file. I have the following error in the logs Caused by: javax.mail.MessagingException: Exception reading response; nested exception is: javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? at com.sun.mail.smtp.SMTPTransport.readServerResponse(SMTPTransport.java:1462)
Site- Fail assignement
Hi , all of the clients was imported trought AD. When the requester add a new incident the site asignement is the same in all cases. I verified if the label Office in AD if is diferently of the Helpdesk, but is the same data. I hope be clear. Add images for better comprension. Regards
IE 11 with SSO
We have been using SSO with Service Desk now for over a year without any trouble. Once we loaded IE 11 onto our computers the SSO will not longer work for this browser. We have added it to our intranet site but still have not had any consistent luck. Some times the users just receives a web page with nothing on it or sometimes it loads the sign on page. SSO still works perfectly when using the Chrome Browser but IE 11 will not work with any kind of consistency. My guess is that it is a setting
error when editing request details - Exception while updating Workoder.null
After the update to 9.7 build 9105 our technicians are getting the following error from their android phones app when trying to put requests on hold. Error when editing request details - Exception while updating Workorder.null They are able to put tickets on hold if they go back to their desk and log in using a browser on the web interface but this is not ideal. We have tried changing their permissions etc. nothing seems to work. Any ideas?
Form Designer - Additional Fields
I created several additional fields while using the Form Designer and I need to delete some. When going to Helpdesk > Service Catalog > Manage > Additional Fields, the fields that I created while in Form Designer do not show up under ANY category, including the one I made them in. This seems like a bug. Does anybody know how to delete these fields?
Technican losing domain
Hi I have experienced on two or three occasions where one technician will be working fine and suddenly on next logon, be a requester. I have tried many things to resolve this, but the only sure fire way of fixing it is to completely remove them from SD+, reimport from AD and make them a technician again. It appears (and I may be wrong) that the technician loses the domain, and no matter what we try, it won't reconnect. Any ideas? Thanks James Gander Gander Service Management IT Operations and Service
ServiceDesk Plus portal slow to load in browser
we recently ran into a problem where servicedesk now takes upto 3minutes for the portal to load within the browser. this happens from any computer ( even running locally from the server where its installed on). i reinstalled SDPlus restored the backup and the problem still occured. we were running version 7611 so after the install i upgraded it to 8.0.0 Build 8021 and the problem still occurs!! once it loads its not too bad to browse throiugh the different tabs and create jobs, its just that inital
The spaces are doubled every update of the ticket
Hello, I need your assistance how to solve the problem mentioned in the subject. Every single time I somehow edit the ticket, the spaces / gaps between every line doubles, therefore after 4 times of editing I have the body of the ticket long as e.g. 4 A4s, instead of a half of A4. This is pretty serious issue, since we cannot function like this. Thank you in advance for your assistance! Mako
$RequestLink sent with http:// twice
For example- Click for details : http://http://mfm-svr-19:8080//WorkOrder.do?woMode=viewWO&woID=3085 I went through the templates and "unlinked" but they still are being sent out with the double http:// Anyone know where to fix this issue?
ERROR on restore Please help
I have restored backup, Database - my sql express 2012, build 9200 after restore i get this error, screenshot attached please help
New scanned Assets not showing up in any asset list after change Produkt type
Hello, i found a problem, when changing the product type. I scanned an Airport Express, SDP recognize it as "NETASQ IPS-Firewall" and sort it in the "Firewall" product type. If i change the product type of "NETASQ IPS-Firewall" from Firewall to Access Points, everything is correct. But if i scan another Airport Express, the asset is correctly sorted into Access Points, but it doesnt show up in the list nor in the Firewall list. If i change the product type of " NETASQ IPS-Firewall" from Access Point
Asset details in custom report
I have a request where a user can select hardware and other stuff under Asset Details. When I want to make a custom report of the requests, "Asset Details" is not a field I can select. All other fields, such as subject, description and what else is no problem. Asset Details seems to be the only one missing. It seems I have to make a custom query, but I don't have access to the database and don't know the layout of it. Any help would be appreciated.
Slow loading of Servicedesk results in failed AD integration
When are you going to resolve the issue with the slow initial loading of the Servicedesk??? We are now on week 4 with this problem, and its giving us a lot of issues with end users. If this is not resolved soon we see no other way then abandon Manageengine and finde another servicedesk system.
Helpdesk Manager Rights
Maybe I just don't understand this structure yet but if I give my helpdesk manager SDadmin rights so he can create the helpdesk ticketing system I have no way of restricting him from things that are not Helpdesk . This is a big problem because I could never use the features of Professional to Enterprise which have nothing to do with the Helpdesk Mananger; like Purchase Management, Contracts, Change Management. Can ANYONE help me understand this. I am really lost and thinking this solution is lacking
E-Mail Notification for Support Groups
I have checked the option "Send Notification to group technician(s) when a request is added to this group" for a couple og my support groups. I have also chosen two technicians which shall be notified. Unfortunately ServiceDesk does not send any E-mail if a request is assigned to the group. I have already verified that the application is able to send E-mails. Best Regards Rolf-Achim
upgrade build 9118 failure
I upgraded our production level install to build 9118 today from build 9114. The upgrade said that it completed successfully, as well as the backup. However, I cannot launch ManageEngine Service Desk. The page times out. I have tried stopping the server by: ..\bin\wrapper.exe -p ..\server\default\conf\wrapper.conf and starting by running: startSDP.bat The application hangs during startup at: Application Layer Started. I thought I could follow the directions to restore from the previous backup. Well...
CI fiels model and product name
Hi, We just started using ServiceDesk Plus (version 9200). For the CIs from the server and workstation class, there is a field "model" and a field "product name". The model field can be edited, the product name field appears nowhere in the edit screens. This field is often incorrect for many of our assets. How can I change the value of the model name field if it does not appear in the edit screens of these assets?
Ticket auto Closed in non operation hour......where to change?
Hi, Operation hour set to 10:00 AM to 18:00 PM and friday & saturday is off day. auto closer of a ticket set to 1 day after resolving the ticket but it does not calculate operation hour. i.e if ticket resolved at thursday 14:00 hrs then this ticket auto closed in next day i.e friday 14:00 ?????? ideally ticket should be closed sunday 14:00 as my weekly holiday set fri and sat. no issue of SLA calculation. need your explanation. Mohammad Golam Rabbany Proud Customer of MESDP
Cant import only active employee from AD
Hi, SDP 9.0 build 9048 PGSQL there is no option in this product to import only active employees. in AD resigned employees are made deactive & entry is exist in AD.whenever we sync both active and inactive employees are imported. is there any way? Mohammad Golam Rabbany Proud Customer of MESDP
Merge Users script
Hi there! I was wondering if it'd be possible to get a copy of the "merge users" tools? (See here for examples) We've changed our e-mail address format due to changes in mail policy, thus creating the duplicates. Sincerely, John Parker
Error while configuring email
HI, After we have configured our email and saved the password we are getting following 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" Can you please help me in this thank you. I am also attaching the screen shot of the error for your reference. We have tested the connectivity to the mail server. Thank you Sudheesh
ServiceDesk Plus mail server couldn't be configured
Hello SD Support Team, I'm working in one of the Govt. Entity in Abu Dhabi, U.A.E. I am in the process of analyzing SD Plus for our enterprise. I have been struggling to get ServiceDesk Plus to work. Every time I try to configure Mail Server, I am getting following error. I am using Email type IMAPS and port 993. I did verify that the ports 993 and 443 are allowed to our Exchange Server through telnet. I also tried to follow your documentation mentioned in http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html.
AD authentication issue
Hi All We have an issue with AD authentication. Some users can't use their AD credentials, the domain name just disappears from the list on the logon screen. So they can login just as a local user. The domain name disappears from the choice during entering of the logon name. At the same time the most of others people can login ok. Any ideas? Thank you in advance.
Mail fetch service failing
Our mail fetch service is failing at random intervals through the day. We are on Version 9.1 Build 9112. Nothing has changed with our mail server (Exchange 2010), networking or server. One thing we have noticed is the Java process is eating up very large quantities of our CPU and memory on the server. Anyone else seeing this issue with build 9112?
Email Incoming Server setting error
Hello, We are having a challenge fetching emails on our service desk. Below is the error we are receiving once the configs are saved on the incoming mail server settings FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. We are using pops on port 995. Apparently we had done setups a week ago and all was working until yesterday afternoon. Below are some troubleshooting done
Database
Whats best practice to move entire database to new server
when i choose backup technician give the processing pop up
Hello Dears i face a problem in Manageengine Service desk plus. In scheduler i mark a technician (technician X) as leave for one week . When i choose a back up technician for him the processing massage shows up and after hours it is not disappear and when we assign a task to the technician X it remain on it an it is not assign automatically to backup technician . Backup tech is not working Would you please help me in this matter. What should i do?
Error on authentication on setting up incoming server settings
Someone kindly assist . i can telnet to the port 995 and firewall is off.
Can't login with initial local administrator credentials
Dear forum members, I have successfully installed separate instance of SDP 9118 on the same server which running productive version of application. It works, but after setting up few parameters and importing users from AD, ability to log in with local admin credentials was somehow lost, so only domain users (without admin privileges) can access the system now. I am sure about the password, it hasn't been changed since this is just first steps of system installation. Does anybody know, how it could
Question about asset state
Hi all, ServiceDesk Plus Version - 9.0 Build 9035 We have been using ServiceDesk Plus for about a year now and we have come across an issue and just wanted some advice on if there is any way of resolving it. So we basically have assets that are In Use and are assigned to Users and the retrospective department. When a user leaves and are deleted from AD their account is automatically deleted from ServiceDesk Plus and the asset state is automatically changed to In Store. When the asset is changed to
Active Directory Import
Hi, Could you advise what other parameters are available for the AD Import in Users > Active Directory > 'Import Requesters from Active Directory' ? I am trying to see if instead of a AD DN (Active Directory Distinguished Name) you can define an entry (Or would this need a Database change ?). Aim: We would like to assign all our user to a specific site by default, but can't rely on the quality of AD data as the moment someone edits OfficeName the import creates a new Site in ServiceDesk Plus. The
Error while upgrading "relation "servicereq_3601" does not exist"
I'm trying to upgrade ServiceDesk Plus from 8217 to the next version (9000) While backing up the database it shows an error and can't go further Error message: relation "servicereq_3601" does not exist
Close request notification not sending
Hello, When we are closing tickets the automatic closure email does not get sent. This stated happening when I changed the outgoing email account in the admin setup. I am email to send emails from the helpdesk but the system generated emails are not working. Is there something I missed?
AD authentication issue
Hi All ! We have an issue with AD authentication with some accounts. During entering login name on the logon screen, our domain name just disappears from the list. And affected users can login just as local accounts which are not available. At the same time AD authentication works fine for the most other people. Restart of the server didn't help. Any ideas? Thank you in advance Nikolay
What happened to version 9.2 build 9200?
Is there a problem with SDP version 9.2 build 9200? I have seen a few posts reporting problems, I hear the upgrade file is not available any more, and I just saw an announcement that 9121 has just been released! I am afraid to upgrade right now. What is going on? Diana
Server, workstation CI fields
Hi, We've just started using SD PLus with the CMDB option. The server and workstation asset type have a field model and product name. The model can be changed when you create or edit one of these CIs. The product name however is nowhere on the edit screens. Often, the product name is incorrect in our database and I want to edit them to correct them. I want them to be the same as the model. How can this be done.
Missing Description Field on One Template
Somehow the description field got removed while I was changing the requester form. I see it in the left column to add but I cannot drag it from there. Someone has created created another field call description as well which I wouldn't think could be done but I thought I would mention it. Any ideas on how to get the description field back in the template?
Configuration Wizard - Notification Rules -> Cannot click Solution/Tasks
We cannot Switch from the default tab REQUEST to any other Tab like Solution, Tasks, Mobile Push Notification. This worked for us in some release before. Currently we want to customize the tasks notification, whats not possible. When you go over the tab you can see the JavaScript command in the Status browser bar, but no effect. tested with IE, Chrome and Firefox. Also added Website to trusted sites - no Progress.... Thanks for helping.
Due by Date changes
Is there a way to prompt technicians to explain why a due by date is changing before allowing them to change the date automatically assigned when applying the priority etc? A pop up box so to speak, something that will record the activity?
Deleting Product Type - Failure: Product type is being used by a module. Hence cannot delete it
Hi all, We're just setting up an installation of SD+ for the first time and have hit a problem configuring the asset management part. I'm trying to delete some of the pre-configured Product Types as a number of them are irrelevant to our environment. Whenever I try to do so I get an error saying "Failure: Product type is being used by a module. Hence cannot delete it" I've seen other people's posts on this subject and have tried to follow all the advice given. So far I have: - Deleted all assets
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