SLA Bug in Service Desk Catalog
I've just found a bug regarding SLAs specifically in requests created through the Service Catalog Templates. First, it seemed as though the SLAs didn't work at all with requests created in the Service Catalog. When I created a test request, the Priority would set properly based on the Urgency and Impact because of the Priority Matrix. Please see this screenshot: Notice that the Urgency, Impact, and Priority are set, yet the DueBy Date is not setting. Here is also proof that I have the SLA set
Service Desk Restoration Tool
Hi, We're migrating our current Live system to a new server and have installed a standard build of the ME SDP. We're using a copy our database, but do we need to backup the Application files and do a restoration through the system ? What exactly does this import , as it appears most config is stored in the Database itself. Could you advise what is stored in those files and what config may be missed if we dont ? Andrew
Database 10 Gb is full
HI All We are using Service desk Plus Standard license and now Database if using 10GB full and all the application stopped working please help us with the resolution
Slow initial load times accessing ServiceDesk +
I have been experiencing a problem with the initial loading of the ServiceDesk + taking no less than three minutes to complete (affecting all users). Once loaded it appears to be fine until I close the Browser in which the same delay occurs on first launch. I have tried both IE and Firefox and both have the same symptoms. I have seen similar issues posted but there are never any solutions given , I have restarted the Application server and DC's and had made no change. I am running 9.1 Build 9120
incorrect time in ticket
hi all. we have a problem about time of creating ticket. for example (in attach) As you can see, all their requests from the future :). if i change timezone in our sites force - it doesn`t help. timezone our all servers and timezone server of SD is correct. i`m confused) v. 9.0 build 9003, database SQL any idea?)
HTTP Status 503 error since upgrading to ServiceDesk Plus 9.2 (9200)
I have, today, upgraded ServiceDesk Plus from version 9120 to 9200 (9.2) and although the installation seems to have carried out successfully, I am being presented with an HTTP Status 503 error when trying to load the site. Details below: HTTP Status 503 - Servlet org.apache.jsp.Login_jsp is currently unavailable _______________________________________ type Status report message Servlet org.apache.jsp.Login_jsp is currently unavailable description The requested service (Servlet org.apache.jsp.Login_jsp
rollback SDP while the upgrade
Dear Support, we are trying to rollback the application but we are not able to do it ,mean the click button its not working. PFA
Auto Assign Exclude Technicians list
hello, I upgraded to 9.2 last night. Now the list of technicians excluded from auto-assign is only 10% there and when i try to add the technicians back, the minute I hit save, they disappear again. Any insight on what i could try? Thanks! Cory
Editing note in a request removes backslashes
When adding a note to a request containing backslashes, everything works fine. However when you go to edit the same note, backslashes seem to be getting interpreted as special characters and removed. For example, if a note contains the text "\\server\path\to\file", when you click edit the textbox will contain "\serverpathtofile" Is there a way we can fix this? We are running build 9120 of ServiceDesk Plus on Windows with an MSSQL database.
Cannot logon to ServiceDesk Plus on client desktops
I can remote the the SDP Server and can login but not on my computer or any client desktop
Multiple Notifications
Hi We have noticed that we have an error where multiple notifications are sent. This seems to be specific to when assigning a technician to a ticket. I have attached a screenshot that shows the ticket history and that a technician was assigned 4 times in the same minute. This is happening on some tickets but not all This means that as we have notifications sent to a user that they receive multiple emails for this. Thanks Dan
manageengine service desk service not starting after database restore
manageengine service desk service not starting after database restore
E-mail Server Settings
Hi, Does anyone know if \ how you can change the Mail Server Settings outside of the Web Client ? (Service Desk Plus V8-9) We have a Live and Test in parallel and when we import the Live Data overnight , no matter how fast we are to get in and change the settings the system has sent out reports ! It would be great if we could reconfigure it beforehand. We have also looked at changing Live first, then taking a backup, and then resetting Live back but I rarely enjoy leaving at midnight. Any
Error API102 when provisioning AD users
Hello, We're also getting the error API102 when provisioning users from our on premises AD. Is there any chance that you can increase the 200 requester limitation on Free versions? Many thanks and regards Toni
Change Webserver port in manage engine SDP
Hi Team, i tried running the changewebserverport.bat, but the command is not working,
SSO and AD Authentication failing for a single user
On a deployment with 800+ requesters, a single requester is having difficulties logging in. The user in question logs into windows just fine, and can access all other network resources without issue. When launching the ServiceDesk Plus website the SSO fails, and the user is shown a login screen. When he attempts to log in it kicks back an error saying invalid username/password. I have verified the user in question is in the 'requester' list, with the correct domain selected. I tried overwriting the
Remove Location-field from the Default request template
Hi. Is there any way to remove the Location field from the Default request template? We don't use this field so it is unnecessary to have this on the request form.
Admin Tab/Page
Recently update to the latest and greatest. So not sure when you introduced the latest version of the Admin tab as I was many versions back. However I have to tell you I do not like the new design of the admin tab at all. Is there any way I can get the old configuration/design of this page back
Troubleshooting email fetching and auto ticket creation in SDP
Hello all, We are having trouble using the auto ticket feature with email fetching. We have tried the steps in the link below, but SDP does not appear to pull the email out of the email box and create a ticket. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html So far, we have confirmed the following: - No firewall issues, we are using ports 995/587 and can connect to the Outlook365 server from the ME server on these ports. - User name and password are correct. - Password
Add Notes to Change via REST api
Is it possibile to add notes to a Change using REST APIs? I've made an attempt recycling the "add note to request" API but it didn't work. Is there a way to do it (API,SQL or anything else)? Thanks in adv. \Tanelorn [SDP 9.1 - DB PostgreSQL]
Action drop down
on the option to create rules for a field on a template note that after the rule is created the action drop down is blank. I have discerned the options available that should be displayed are delete, disable, enabled and copy
I cannot assign the person with SDAdmin privileges with a change manager role
Running SDP build 9020 (postgres configuration). My account has the SDAdmin role and as such, I am do not see the listings of roles in my account details area and cannot add other roles to my account such as the change manager role. I am therefore not listed as one of the change mangers for changes. Not sure if a bug or I am missing something. Wayne
Null data after upgrade to 9119
Hi, After finish the upgrade to 9119, all search in old Changes are returning us the message: "No changes found in this view" Doing a troubleshoot, I see the field Group is now in Blank... and it is the cause for not find any Change in Search. Is it possible change this field in database (SQL), including a valid Group? Is it possible do this in Report module? Could you send me the command line? Thanks Paulo Santos
Call Closed emails not sending
Hi, I have service desk set up to acknowledge requested on call close and also resolution added but these notifications are not sending. all other emails are sending fine. is this a known issue? Thanks Matt
disable sound card or media
how to disable the sound card or media in user computers through configuration.
I am not able to work on Portal
When I am trying to assigned one ticket to another technician its just refresh the page same for all the task. Till morning its was working without any changes my Our side its stopped working. From this my completed IT related task stopped please help us on ASAP
Migrating DB and Restore
Hi, I'm trying to migrate from mysql to mssql and then restore a full mysql backup, but errors occurred and i cant restore data. Changing DB server was easy and without errors, i've started once SD+ and then stop as indicated by your procedures, I've call the restoredata.bat file after that and selected backup file and then it gave me an error. "Unable to restore database : invalid END header (bad central directory offset)" Here it is my command prompt log: C:\ManageEngine\ServiceDesk\bin>restoreData.bat
Active Directory Authentication not working Standard Edition
I have installed the Free Standard Edition and imported requester from Active Directory with no errors, then I enabled Active Directory Authentication but when I try to login with an AD user I just get bad username/password. What am I missing?
NTLM Failed Redirecting To Login Page
Hi Team, I have a user facing subject error while opening SD+ Test page He is able to open Production page but this error is only while opening Test link and this issue is only with one user other users are able to open Test and Prod both pages properly. Cant provide you the logs and report as he is not able to open home page itself. Please provide the solution on this ASAP.
FOS
Dear Support, am having this error,when i am trying to used FOS , I did all the steps in tell i reach to this command Mirror Installation : Invoke <SERVICEDESK HOME>\fos\mirrorSetup.bat <machine2-name/ip> - pass the machine 2 name or IP as parameter after did this command i got this error Older 144091 MobileClientJSPClasses.jar 2015/12/21 01:28:00 ERROR 32 (0x00000020) Time-Stamping Destination File C:\Mana geEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetS
REST API Technician Key Failure
This topic is spam Every now and then, around 10 PM, a tool of ours that uses the SDP REST API to grab requests fails with the following error: [22:08:46:986]|[08-10-2015]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[1861]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | [22:08:46:986]|[08-10-2015]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[1861]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | [22:08:46:986]|[08-10-2015]|[com.manageengine.servicedesk.sdpapi.servlet.SDPAPIServlet]|[INFO]|[1861]|:
SDP 9.0 incorrectly detects IE11 as IE6/7
Hi there, Since updating to v9.0, accessing SDP using IE11 presents the following warning: This doesn't appear to affect any functionality (IE11 largely appears to work with SDP 9.0) however it can be confusing for users and prompt unnecessary calls to the service desk. Is there a server-side fix for this? Changing settings on every client isn't going to be a practical solution. (Note: this has been confirmed on Win 8.1 although it likely effects Win 7 too) Thanks, Richard
ServiceDesk Plus email database purge
Hello, We have an existing ServiceDesk Plus installation that we want to start using again. The person that installed this software is no longer with us, so I'm learning on the fly. It was installed approximately 1 year ago and the email fetching service was started, populated and eventually stopped. When I start the email fetching service now, the system begins creating tickets from old emails almost a year ago. is there a way to purge the database and start from current emails, once the fetching
Database information for Requests
I am using the Standard version of SD Plus. I am looking to migrate from OSTicket and bring over all of the details we had there. I am pretty comfortable with SQL and wanted to know where I could see the ticket details in SD Plus within the database. I believe that if I can match the tables up I can import all of the pertinent data from OSTicket and not just use the XLS import option. Can anyone tell me the tables used for a request?
Problem with Adding Request
I have created an incident template and for some reason, when I hit add request nothing happens. I have a problem with the description field gone missing but I'm not sure if that is what is causing it. Any ideas where I can look to see what might be preventing me from adding this request? This is the first time I am using the field and form rules as well.
Group dropdown not showing the groups
Has anyone had the issue where the groups you have setup don't show when you are within a service request and you select the group drop down. The technicians show but you are unable to assign a group. I'm able to assign the group and technician using the Assign button from within the request but it doesn't populate into the request itself as the request then shows select group and select technician but there are no groups to select and by not selecting it removes the group from when it was set
Why doesn't the ticket mode update when tickets come in from Self Serve Portal?
I had to make the mode field mandatory in Incident tickets because it wasn't populating the self serve portal ticket entries? Is there a change i need to make? I am on build 9111 A ticket through email auto updates to state email.
Custom triggers in SDP9113
Hello. On my test SDP (Free version) I have problem with custom triggers. When I try to open Custom Triggers in Admin module I have: "The Change module is not enabled due to licensing. Please buy Change Add On license". So I cant use custom triggers on requests.
Mail settings regarding 'Disable new request creation through email' and 'Parsing'
Hi Expert, I have the questions about the following statement "Request threads with subject containing the RequestId and no operational string (UpdateRequest) will be updated as a normal conversation and a new request will not be created.", which is digested from <email-configurations in adminguide>. Question 1: Does it work only when Enable E-mail Command is activated? Question 2: Could EACH email with the subject containing the specific RequestID be updated as the conversation into the corresponding
Administrator login not working on new SDP install
Hi Have just installed SDP to try out Changed the database to SQLExpress Went to login for the first time on the web gui and it does not like the default administrator and guest passwords Can someone tell me how to fix this. This has not been an easy app to setup so not sure its worth looking at now. First had issue with the SDP starting gets stuck on Application Layer Started and it took me to install my own SQL then reinstalling this app to get the app starting and now this.
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