can't close a ticket. (version 9.1)
Hi, Can you please help me with this issue, when i try to close a ticket appear an error message FAILURE :Request cannot be completed. Please fill the following fields -Request Type, Urgency, Impact I just have the next options in the Request Closing Rules: Mode Group Category Subcategory Item Work Log Level Technician Priority Description Resolution Associated tasks should be completed Thanks. Felipe.
Multiple technicians picking up ticket
When a tech picks up a ticket and assigns to self, another technician can unknowingly pick that ticket up without a warning or anything. It does get confusing especially in a fast paced environment with multiple technicians trying to pick it up. Apparently there is a feature that's supposed to pop up saying its already assigned but it works 1/20 times. I've worked with older ticketing systems that notify the technician immediately if it already assigned. Anybody else have this issue?
Unable to send replies from a request to other domains
Hi there, We are having issues using the reply function as a request when we want to send to another domain. Currently we are setup with trusts so we can email through to other domains, we are able to email through our email applications etc etc (so i know it works), however we get a "send notification failed" when we try to do it from MESDP. We manually type in the email address e.g. john.doe@anotherdomain.com, again this works through our email client but not MESDP Regards, Willus
Change template of the already open request
Is there a way to change the template of the already open request? I need to automatically assign tasks templates depending on the category and subcategory. (SD Ver. 8.0)
Conversation icon colors
After the 9117 update, the conversation icon is now now working correctly. Before it showed red when you were needing to respond the the requester and green when you sent am e-mail back to the requester and no color when the ticket was first opened. Now all tickets show green with no conversation, and the colors change in the opposite manner than they used to. For example, it now shows green after the requester e-mails back in the conversation. This is now not very intuitive and hard to use.
Lose connectivity to ServiceDesk if you log out
Hello, We are currently having an issue with versions 9116, and 9117 in our DEV environment, which did not exist in version 9112. (the version we were at before going to 9116) On a Cisco AnyConnect VPN connection: Start with ServiceDesk webpage open (in either chrome or IE11) working fine and a ping ServiceDesk -t in command prompt with steady replies. Log out of ServiceDesk webpage, and log right back in as the same exact user (or different) with advanced domain correct and password correct, the
Business Rule Notification
I have a business rule defined which auto-assigns requests to a certain group based on the request's category. This business rule is also set to email the technicians when the business rule is executed (box is checked, technician names are selected). However, when the business rule executes, the request is successfully auto-assigned to the group, but the listed technicians are never notified. All other emails from ServiceDesk Plus are working. We're running build 9107.
Unable to assign ticket to technican
HI, unable to assign one technician to another technician
Some issues with New Incident when choosing template.
Our technicians often make new requests using some templates. And when they are trying to save any changes in the form - a problem appears. "Add request" button doesn't work, however all necessary fields are filled. This button looks like inactive. What we can do with this? Thank you.
SLA Escalation notification emails generated for unknown tickets.
Hi, we are getting SLA escalation notification emails for the calls which is closed within the resolution time. And apart of that SLA notification ticket ID and original ticket is mismatching. For unknown reason SLA escalation emails are generating randomly with some tickets. Please help us to solve this issue. Thanks, Arun.
Import old service desk but created by says administrator
I am currently building a service desk for the company i work for, i am importing all the tickets from SharePoint to manage engine using an .xls, I have all the fields matched and importing ok except for the created by column, as i am logged in as administrator it keeps putting administrator all the way down the column instead of who is in the .xls, i have created all the technicians to match to this column but still no luck, this may have been asked before but i have searched and cannot find it
Email fetch does not delete the email
I am having an issue with email fetching. We recently switched to Office365. When the email fetch operation occurs, the email is marked as read but is not deleted, so servicedesk continues to fetch the same email over and over again unless somebody logs into the mailbox and manually deletes the email. Has anybody else had this issue? How do I fix this.
No Workstation(s)/Server(s) Inventoried alter time change
Hi. I have a problem with Assets Audits. I had to manually reset the date and time in 26th October, and since then i Have no new info about workstation. On server I have new xml from them, i can manually do a scan, but data from the scan at startup are not imported. What can I do?
remove SD+ sync with ZOHO Reports (Advanced Analytics)
How to completely remove synchronization between SD+ and ZOHO Analytics? Option "Remove" integration appears only on "Additional Setup" tab. However, We cannot access "Additional Setup" tab because the integration has not been successfully completed as well as the account on ZOHO Reports has been removed. We don;t have possibility to re-sync because our server has no longer access to the Internet. Is there any shell command to remove intergation?
Issue with Preventative Maintenance Tasks
We are having an issue with preventative maintenance tasks. I would like to have the tasks assigned to the same technician each time. It seems to be dumping them into the general ticket queue and the auto assigning them. Is there a way to have them assigned to the same person each time? I originally selected the technician I wanted them to go to when I setup the original task. Any assistance would be greatly appreciated.
Error while invoking backup
Hello to all, on our last upgrade to 9115 we did a manual backup. After that, we are receiving this message. hope any of you can help us. thanks! Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.lang.Exception: Unable to get the data from [BaseElement] table at
get the field values selected by the requester automatically in the "Description" box
Hi, I would like to know if it is possible to get the field values selected by the requester automatically in the "Description" box upon form submission. I have tried this with "Fields and Forms > On Form Submission" but still no luck. It would be great if you can please let me know how this can be achieved. - Regards, Pramod
Service Desk Plus 9.1 Build 9111 when replying to tickets automatically populate CC field with email address
Hello, We have service desk plus, is it possible to populate the CC field with a default email address, with our previous version we could do this but now we can't. Hope someone can help. Thanks!
Login to Servicedesk
Hi we are currently running an evaluation of ServiceDesk, we have everything configured more or less at default. the issue we have is that when a user (users were imported from AD) browses to the portal a windows security window keeps appearing requesting domain user credentials for the local ServiceDesk machine, we can cancel this and then the main ServiceDesk login screen appears. Does anyone know how we can stop this? Thank you
Don't work "Manage Custom Views" tab
We're using 9.0 Build 9048 ServiceDesk. We have 107 technicians and one of them have a problem with own "Manage Custom Views" tab. It just doesn't work, and after clicking it, all stuff is "freezing", fields are empty and technician cannot interact with it. This problem still active only at one account. Also it's impossible to do some search tasks on this account - search results are incorrect. Other technicians' accounts are Ok. What we can do in this situation? Do you need some additional info
Request notifications not working when request is updated or closed.
I have turned on three notification rules; Acknowledge requester by e-mail when a new request is received. Acknowledge requester by e-mail when the request is updated. Acknowledge requester by e-mail when the request is closed. The requester does receive a notification when the request is created. However they do not receive a notification when a request is updated or closed. How can i notify the requester when a request is updated or closed?
Problem update Service desk plus version 9.049 to 9.1.0
Hi want to update the server with the versión 9.1.0 , but i recevieved this error : 14-nov-2015 22:56:31 [SYSERR] [INFO] : java.lang.OutOfMemoryError: Java heap space 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.DataBufferInt.<init>(Unknown Source) 14-nov-2015 22:56:31 [SYSERR] [INFO] : 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.Raster.createPackedRaster(Unknown Source) 14-nov-2015 22:56:31 [SYSERR] [INFO] : 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.DirectColorModel.createCompatibleWritableRaster(Unknown
JSONP response from rest API
I'm trying to get a JSONP response from the REST API, but it is only returning JSON. I need to use JSONP because it is a cross domain request Here's is my jquery code which calls the API $.ajax( { type: 'GET', url: '***********************t', jsonp: "SCPRESPONSE", dataType: "JSONP", data: {
Application Layer Started........................................................................ But hangs there
Hi Everyone, Could you please help me in fixing the issue with the Service Desk Plus. I checked through forums and googled about this issue. Please find the error, when trying to run the run.bat C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
Multiple email addresses with single Lotus Notes profile
Hi everyone, I'm working on setting up Service Desk Plus to connect to Lotus Notes. I've been able to connect and fetch emails into the system but the email address included with the ticket is generic from the Lotus Notes profile. What I want to do is have separate email addresses for different request types. For instance, service@domain.com would go to tech1 and request@domain.com would go to tech2. How can I do that in SDP when I can only attach to one mailbox?
New incident should refer to service Catalog
Greeting Dears I need your assistance in this : When the end-user click on "Requests" and choose "New Incident " he should go back to "Service Catalog " kindly help me to configure it . Best Regards
SLA- Status and Timers
Hi All, We have been using ServiceDesk Plus version 9.0 Build 9015 and loving it. I have been able to work out some of the issue raised by the techs except this one so far. " Our SLA’s are being violated even though the tickets are in a pending or waiting state and this ultimately effects our stats and violating SLA agreements that you have put in place. Are you able to please advise what happens when tickets are placed in the below status ? does time stop ? · Awaiting user response- Timer
Issue: Unable to insert image in Incident Template
I'm attempting to create a new incident template that includes an image. Unfortunately when I use the Insert Image menu to select an image to insert it gets stuck "Uploading" and never lets me click the final Insert button. Is this a current known issue? (SDP 9107)
Unable to bulk change Group
Trying to change the group for a subset of records, I search for the records, select all and then choose Edit Request from Actions. When I click the down arrow next to Group I am not presented with any options, it will only let me select "Leave it as it is". Drop down lists for other fields seem to be functional just not the Group. what am I doing wrong? Version 9.0, build 9115 Scott.
HTML and they Rest API
I currently have a web form that creates requests in SDP using the Servlet API. Since the Servlet API is removed in SDP after version 9.0.0 I need to convert this form to use the Rest API instead of the Servlet so we can upgrade. My issue is that it seems the Rest API is stripping away HTML formatting. Has anyone else been able to use HTML with the Rest API? The Servlet API had no issue with HTML.
SDP 9115: Shortcuts work only once
Facing an issue with the new keyboard shortcuts in Servicedesk Plus 9115 using Firefox (42). It seems they only work once every page load or reload. Working fine in IE and Chrome though. Best regards, Andreas
Spam filter stopped working
Hi Guys, When i upgraded to version 9100 my spam filter stopped working, specially the automatic reply. but it still appears on the ticketing and we have to delete them manually.
After upgrade to 9115, replying to tickets does not autopopulate "To" field
This morning we completed the upgrade and ever since when replying to any type of ticket, it ignores the requestor and cc information and does not populate any of the address fields like it once did. Attached a sample screenshot... Have not applied any templates, but doing does not change the behavior. I'm not seeing any particular settings for this in the mail servers settings, notifications or reply templates. Any ideas? Thanks. Steps for duplication, open any request or incident > click reply.
Modifying default template, business rules no longer apply.
Hello, I am currently testing service desk and setup business rules. If someone chooses a specific category (hardware) it will go to the group (infrastructure). It worked fine until i modified the default template, i removed a few fields and made categories and priority required. Now when i create a ticket the business rules do not apply at all. ANyone have any advice? If i choose another predefined template the rules work fine.
Would the asset explorer support the automatic inventory devices of QNAP/Netgear/Citrix Xen Server
We have a client of Jewelry company named KGK, their manager is an Indian worked as India company before, and now testing the AssetExplorer software in their environment and found some issue in automatic inventory, they don't want any import from manual function. So they want to some respond with their requirement： We have technical difficulty in using SNMP scan feature for inventory of certain brand Network devices like ,Access points ,routers and switches ,due to snmp objects not supporting in
Cannot fetch mails from exchange 2010 server
Getting the following error when I try to save the outgoing mails in the service Desk Plus The Service Desk is not fetching mails .
Issue in Servicedesk 9114
Hello Support, Last weekend i updated servicedesk plus till the latest version 9114 and i notice now there is a problem with the Configuration Wizard --> Helpdesk -> Notification Rules the default tab is Requests and when trying to change tab too for example Change / solution / task or mobile push notification. Nothing happens this seems too be because of Java script? tested it in all 3 most known browsers and nothing happens. Are there more people with this problem since the update? or is it a matter
Mail History Conversation
Good evening, We use the SDP MSP version 8315 and are having problems with e-mail sent by the SDP history. Example. - The client opens a ticket. - It is sent to the customer a confirmation of opening the call to him via e-mail. - During the call, we exchanged several emails. - However, every email I send the SDP to the client, the SDP does not send the discussion. - This is a problem that can be fixed? Some customers need the e-mail of history that is recorded in the SDP-MSP; The SDP is not sending
Can not authenticate to Active Directory
New install of the Free Version using MS SQL database. I imported my AD users fine and converted one to a technician but when I try to log in using any AD credentials I keep getting bad username/password error. What am I missing?
preventive maintenance task
Hi, For some reason I'm not able to create a preventive maintenance task, Everything seems to go okay, untill I click save. FAILURE :Error occurred while trying to save Preventive Maintenance Task. I have read a few other articles, but this were all related to old systems, where I'm running on the latest version and service pack (build 9114) Anyone got an idea? Thanks, Johan
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