in public i am receiving mail conformation as old mail id not new mail id
i am using service desk plus standard edition in both public and intranet . my Previous mail id is different and present mail id is different so i have changed in mail settings but in public i am receiving mail conformation as old mail id not new how to change new mail id settings for public .
SSL geotrust cert
How can I install a Geo trust cert to use the SDP with SSL? The directions dont say how to import it. I am using P7b. I extracted the 3 certs inside. There are no commands to install a geotrust cert.
Active Directory authentication not working
Hi, Requesters or Technicians cannot login using AD credentials. I am able to scan AD for Requesters and Computers. I then go to a Requester to change them to a Technician I have ticked the 'Enable Active Directory Authentication' I have seen a few other articles explaining the same issue, but no resolutions are posted. Help
Duplicate emails attached to a Request only when coming from external (Outlook)
Duplicate mails are created when you send a mail from Microsoft Outlook to the ServiceDesk Email address, using the patter [Request:###ID#] pattern in the subject. This behaviour does not occur in the first 4 or 5 minutos from the Start Fetching action. After that time, all mail you try to attach to a request appears duplicated under client conversation.
Unable to set fields with E-Mail Command option
I am sending plain text emails to ServiceDesk Plus (Ver 9.1) from my monitoring system and need to populated some of the fields in the ticket. I am not having any success. The monitoring system places @@@ in the email subject line The body of the email contains the 2 fields I want to set and the values formatted as shown in the examples @@field=value@@ When I recieve the assignment notification from ServiceDesk, I can see the delimited fields/values in the body of the email (see email below). The
Request ID - 7307494
Hi Dears I make a request some times ago but no response from your support team recieved. my request ID is 7307494 So thanx
Impact of deleting requesters in manage engine
Gday All, We have been running SDP for 4 or so years and during this time there has been various domain migrations. We now have one production domain, we used to have 4 or 5. The net effect of this is that we have a lot of old records in 'requesters', which I want to delete. Out of approx. 9000 requestors, 2500 are current and valid, the rest are old rubbish records from previous domains. In the requesters sections I see that I can filter by domain, so it is not that hard for me to identify
Mail Fetching
I get this error with Mail Fetching. How to fix this issue? "Server started at : Fri Oct 09 11:20:32 EST 2009. Current time is : Fri Oct 09 11:50:33 EST 2009, which is less than 1 hour from server start time. Hence not checking mail checker for this time. "
Sending Notification Failed
Hi, There is a problem that I have with Service Desk In Mail Server Settings all the required connection has been set and while I save it gives me the "Success: E-mail Settings save successfully.Connection check with the mail server successful". My mail server is working correctly and It seems that everything work fine But while I want to reply a request the error message "Sending Notification Failed" occurs. I really mixed up and I cannot find the reason of this problem Any Idea to solve this problem?
Reporting in Manage Engine
Hi Guys, I have a really weird one here, i am trying to run a weekly report against calls, all of the results are fine except from one field that is not populating the fields even though there filled in. It is a drop down field, not mandatory. Anyone know a reason why?
Migrating Server
Hi, We currently have a server running ServiceDesk Plus which we have 3 seperate groups/departments working on. We will be moving 2 of the 3 groups to a new server which will be running a different version of the ServiceDesk (Free version) What would be the best way? Need to consider that each Group takes their current data accross to the new server/ Free version along with all settings/ categories etc. The 1 remaining department/group will continue to operate on the ServiceDesk Plus. Any advise
Critical : Error while invoking backup
Can you help me? I received this Msg: 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 [ARC_ServiceReq_301] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:906) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:898)
Service Desk SQL database growing out of control
Hi, We have service desk running on 9.1 Build 9118 with a SQL db running on another server. The database started on 20GB a couple of weeks ago, its now on 70GB. Java.exe process is using all the memory on the server where the service desk is installed. Any ideas? Thanks
AD Requester Import Issue
Hello, Got a bit of a strange one, I'm dong a completely new build of Manage Engine on new servers and I'm currently working on the AD Import. The OU in AD had 18 records in it, all active. The AD Import only selected this one OU, and stated that it has successfully imported 18 records. However when I looked at the refreshed Requester list it had 22. The extra 4 records imported were for disabled accounts that were in an Ex -Employee OU. Initially I couldn't work out why they had been imported,
Missing Change Details
Hello, I've recently noticed that a few of our closed changes are missing the majority of their details, other than the details in the 'Submission' tab. It's not that the fields are empty, there is simply only white space. I've noticed no pattern in which changes are affected. An image of one of the blank tabs is attached. I can't be 100%, but I think this has been a problem since we migrated the application onto a new server, and the MS SQL database into a new MS SQL database a few weeks ago. Any
Mail Server Settings for Gmail
We have just installed ManageEngine ServiceDesk Plus 7.6.0 and I can't get the mail server settings to work with gmail. Has anyone else tried setting it up with gmail? Outgoing is working fine it is just the incoming that is an issue.
Requester name not found
Hello! When we create a new ticket and begin type requester name the choices appear below if it's already in the database. But when I select an existing item the other form field will be empty and when I save the ticket the form warn me that "requester name is not in database" and offer to save it. How should we solve this issue? Thanks in advance. Sandor Ujhelyi
Stop SD plus from responding to TLS/SSL Server Supports SSLv3
Our security manager is asking how I can stop Service Desk Version : 9.1 Build 9116 from responding on the following: Looking for information on the two listed on port 9251 – can we disable RC4 and SSLv3: 9251 TCP TLS/SSL Server Supports RC4 Cipher Algorithms (CVE-2013-2566) fail 9251 TCP TLS/SSL Server Supports SSLv3 dispute
AdventNetServiceDesk have state [FAILED
We have started installation of service desk plus but when we launch application command run service AdventNetServiceDesk have state [FAILED] Please Advice
SLA Calculation Issue
Hi! May I request help in finding out how the SLA was computed for a certain ticket with the following details: Below is the SLA rule applicable to the above ticket: Below are the Holidays configured for May 2015: Below are the configured Operational Hours: May 12, 2015, was a Wednesday so the Due By Date should have been May 14, 2015. Please help me in knowing why the system computed the Due By Date as May 19, 2015. Thanks!
Updating AD user list
I know this is a silly question to ask, but I just want to make sure before I pull the trigger. I'm about to update our AD login credentials, and it warns that "On importing, existing data will be overwritten and new data will be added." I'm assuming that means current configurations remain the same though right? If someone is logging in with their AD creds as a technician, his current roles + support groups won't get overwritten and need to be setup again?
button "add note" is not working
sometimes while trying to add a note , the button "add note" does not work , we have to copy the text , refresh the page and repeat steps. Is there a solution to this problem? ver. 9.1 9114
Service Desk Server not Starting
I am running Service Desk Plus 8.0.0 Build 8026 on my test environment. I am using MS Sql Server for the database which is located on a different server. I have no problem connecting to that database. I have been having trouble getting the server to start. I have uninstalled the software and reinstalled. I have resorted to running the run.bat. It still failed but the log (attached) is telling me that I have a bad license file. However, it isn't prompting me to locate the correct license file.
Active Directory Import Field
We are using Active directory import and trying to get the native field of employee ID to populate, the field is present in AD in the Advanced Attributes portion of AD and has been confirmed, I also tried to create a custom field with the exact characters of AD and tried and import but the numbers do not come across, in our organization this is a constant field across all 40+ of our SQL servers and creating custom reports as well as ways to report against employees with that field. I wanted to
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
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