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
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
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