Sending Notification Failed
Receiving "Sending Notification Failed" whenever trying to reply to a ticket. Support file attached.
Change Requester Name on Multiple Tickets
Hello, I have a requester with an old user and one new in AD. I want to assign all the tickets of the old user to the new user, Is there any way to do it? Thanks, Regards.
Unable to scan esxi 5.5 u2 for inventory
when using the vmware device type and any credentials, i receive, FAILURE :Exception while processing the request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
Resolution auto closing
We are having a problem where Requests are created and the resolution is automatically filled in with nothing, MESDP then thinks that the resolution has been entered. When technicians close a job the closure rule thinks a resolution is entered when in fact its not, allowing our Organization to miss out of valuable Solutions. We have gone through all our templates to make sure that they haven't got any characters, symbols, numbers or spaces entered. The only odd thing we could find: we edit a template
Change user role Postgres
Hi, Could someone help me please. I am locked out of Servicedesk. Getting "Username or Password Incorrect" for all LDAP based users. I tried resetting the local administrator password but the procedure is not working for me. The only account that i can log in with is admin but it is not an admin account. I would like to change the role for the "admin" user to SDAdmin to allow me back into ServiceDesk. Can anyone help with the postgres query to do this please?
Change password of the domain account performing SDP backup
I am using Manage Engine service Desk Plus version 9.1 Build 9105. I was running back up scheduler without any problem. Today I got the message "password expired for account". My question: how can I change the account or reset the password of the account used for backing up data in service desk plus? I have attached the error message. Please help.
Error when trying to enable local authentication on Postgresql
Hi All, After disable local authentication by mistake in SDP, a customer is unable to login with admin privileges into SDP. DB is PostgreSQL. First customer tried this with not results but errors: Then try again but adding the local host IP address with the following results and still local authentication disable: Any help or comments will be appreciated, thanks. Jose
Hyperlinks not working in notifications as well as in reply
Hi, Hyperlinks not working in notifications as well as in reply. Build : 9112 Database : MySQL OS : CentOS 64 bit - Pramod
Migrate ServiceDesk Plus to a new Active Directory
Hello all, we are currently migrating to a new Active Directory infrastructure (name included - now we have "abc.local" and tomorrow will be "efg.local"). Here are the steps we made on SD: 1. Add the new Active Directory on the SD configurations 2. Promote this new AD as public (this way the migrated users are abled to connect by choosing the correct domain) Here are the steps we made on our infrastructure 1. We added the new domain 2. We migrated a current user from domain abc.local to efg.local
Change Request 'Pending Approval'
I've added a cab member, sent an approval request and they have approved it yet the request is still marked 'pending approval'. What am I missing ?
Unable to restore back-up in manage engine.
Hi, When ever i try to restore manage engine backup. I m getting error of file not found. i m running the following commands:- "sh restoreData.sh -c ../backup/backup_mysql_9105_fullbackup_10_29_2015_09_40/backup_mysql_9105_fullbackup_10_29_2015_09_40_part_1.data" which results in following error:- ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
Service Engine Hangs and Application Layer Started
Hi, I am sorry if this is the wrong place to post this questions. I installed service desk plus on win server 2008 R2. I am using Xmapp for MySqL database management. I have setup everything by following the instructions. When i launch the server, it hangs on "Application layer started." I ran "run.bat" and it give the following error (attached). Any help will be appreciated. Thanks in advance.
E-mail Fetching
Good Afternoon! I have just recently upgraded our version of ServiceDesk Plus from 8.1 to the newest 9.1 Build 9114. I ended up having to turn on our POP access on our exchange server which we don't want to do but in this case we had to do so. Is it possible to connect to the mailbox through any other means other than POP, POPS, IMAP, IMAPS or does anyone has a successful implementation of a workaround? We are using Exchange 2010. Thank You! William
LDAP user import errors: Exception while updating the Requester details
I am suddenly seeing errors in which about 1000 users have errors during import. These users appear to already be in the SDP user database though. The System Log Message is: (personal information removed for privacy purposes) Exception while updating the Requester details - UserID:33024 ,userName:______ ,EmployeeID:- ,Title:- ,FullName:______ ,ciName:______ ,Description:- ,Email:______@wmich.edu ,Phone:______ ,Mobile:- ,DeptId:939 ,JobTitle:______r ,FromAD:false ,smsID:- ,Ldap_Id:1 The Probable Cause
Cannot amend the content of Subject
Get this error message "FAILURE :Exception occurred while performing the operation" when I try to amend the subject field after creating a log. My version is 9.1 Build 9109 (ServiceDesk Plus) Can you provide assistance on this? Regards, Kenny
Site cannot be deleted as it is being used by a module
I am currently trying to clean up some sites for my office and constantly run into the error message above but I can't seem to find where these sites have records. Are there any queries I can run to see where these records could be?
Servicedesk Plus Migration (Mysql)
We are migrating an old installation of Servicedesk Plus from an old physical server to a shiny new virtual server. The current installation is using a mysql database. I have updated the old build to 8127. It seems to be working fine. My issue is that on the new server, when installing servicedesk, it does not appear to be installing mysql. I have set the database to be mysql, but each time I go to save, it returns the error: "Unable to connect to any hosts due to exception: java.net.ConnectException:
Notification mail is not working for projects
Hi, i have enable notification for creating project, task and milestones, it is not working.... please help. for service request and tickets mail is working fine.
Custom Status Field vs Built in Fields and Views not recognizing the Custom Fields
Some background, for the Status field in the Request templates I have the following items: -Part on order -Requested further information from user -Waiting on confirmation from user -Waiting on user call back While I like that ME allows you to customize the Status field, it doesn't correlate over to other areas of Manage Engine. For example, the default Views won't recognize any tickets that are in these custom Status fields, all Views only recognize the built in Status Fields, i.e., OPEN, ON HOLD,
Empty Error Message when submitting a request
When a user submits a request based on a specific template, it always fails with a blank error message (Only the red X shows up to the right of where the error would normally appear). Nothing shows up in the System Logs so I have no idea where the culprit might lie. I've gone through the template four or five times searching for anything unusual or incorrect but cannot find anything odd about it. Here is a screenshot of the 'blank error'. This happens immediately after the user clicks on 'submit
NTLM Failed redirecting login
since we upgrade to 9114 we are facing this issues 1) approved services are still showing waiting for approvals 2) NTLM Failed redirecting to login Your Version: 9.1 Build 9114Latest Version: 9.1 Build 9114 [Details]
fields and forms rules
Hi, I have tried and experienced that the fields and forms rules are not working for tasks if there is only one template which is default template is assigned for requestors... Regards, Pramod
Request Catalog templates missing
Dear all, I have a very strange issue. My service catalog templates for hardware purchase request are missing after changing name of the support groups. Is this a known issue? How can I get my missing templates back? I hope I don't have to recreate them from scratch and that they are hidden somewhere. Thanks for your support. Regards, H
Difference time in SDP
We have the SDP 9.0 Build 9033, it's installed on Windows Server 2012. The problem that we have is a difference than a hour between the server and the SDP. How we can change the time in the SDP? Thanks.
Mail Server Settings - Office365
Hi, Can anyone assist with the Outgoing mail server settings to use with SDP to connect to an Office365 mailbox? I've seen a few posts on here where people have got it working but their settings are not working for me. I am using the following: Server Name: smtp.office365.com Alternate Server Name: blank Senders Name: IT Reply-to Address: same as Incoming address Email Type: SMTP TLS Enabled: Yes Port: 587 Requires Authentication: Selected Username and Password Set When trying to send an email I
System Logs
Hi, I would just like to ask what this CLEANUP module in the system log does? Thanks! Geraldine Legaspi
Business Rules - there are 2 locations to make these changes at. Which one is which?
OK so It seems that the site will not allow me to attach my 101KB word doc to show pics.......O'well, just another flaw..... Hello O'masters of MangeEngine...... I have come to an impasse, I have found 2 different places to set business rules at. the first one was under the Organizational Details>Business Rules. The second was hidden, (you tricky boys and girls) in the Help Desk>Service Catalog>Manage>Business Rules. You can see my confusion, so I have made rules in both places that mimic each other.
Error Logs
Hi, I would just like to ask if there are other ways to view error/system logs aside from the System Log that can be found under the Support tab? Thanks! Geraldine Legaspi
Users receiving Windows credentials prompt - SSO not working because of it.
I have a new implementation of ServiceDesk Plus standard (ver. 9.1, build 9112) that is presenting a bit of a show stopper for me. We use group policies for setting out IE zone settings for all users and servers in the organization. All of our local Intranet sites work with no issues as does all of our Internet zone settings for all of our day to day operations. Unfortunately with ServiceDesk plus, when an end user attempts to visit the web site, they are being prompted with a Windows credentials
restore backup
Dear All, I am running /home/ManageEngine/ServiceDesk/bin/backUpData.sh and I got a new folder named backup_postgres_9041_fullbackup_05_02_2015_21_52 inside /home/ManageEngine/ServiceDesk/backup I have 2 questions: - Does the backup file also included the SDP configurations (such as: Business Rules, Roles, Requests, Solutions, Requesters, Technicians, Support Groups, SLA, etc.?) - In case something unwanted happened and I have to rebuild a new SDP server, how do I restore the backup
Sending notification failed
I am able to send email to internal users but while sending to external it shows "Sending notification failed". I've attached support file. Please help
Add Multiple user in same task in single project
Hi, i want to add multiple users to a task in a project is it possible. and also need to take report of the timesheet..?
AD Authentication - Does it even work?
I have deployed ServiceDesk Plus (Version 9.1, Build 9112) on a Windows 2008 R2 server. The domain controllers are Windows 2012R2. The domain level is 2008R2. I have followed the instructions numerous times for AD authentication and pass-through authentication only to have the following issues happen - AD authentication without pass-through authentication disabled = FAILS. The user is told "Username or Password is incorrect" AD authentication with pass-through authentication enabled = FAILS. My domain
Tickets in SD+ are getting merged, how to identify them as a separate request?
We are using 2 instances of SD+ for different departments (Dept A and Dept B), when Dept A creates a ticket and assigns it to Dept B, an email to shot to Dept B with the ticket creation details. This email creates a ticket in the SD+ of Dept B. As the auto response details are in both the SD+'s, tickets are getting created in a looped fashion.. How can we avoid this?
SDP 9.1 incorrectly detects IE11 as IE7/8
Hello, After migrating to SDP 9.1 the following message appeared: This is because we use IE11 in "Enterprise Mode", which kind of emulates IE7/IE8 for a better compatibility. See https://technet.microsoft.com/en-us/library/dn640687.aspx for more information. If we do not use this Enterprise Mode for IE11, we encounter issues when using SDP. Please fix the erroneous warning message (SDP should detect IE11, not IE8) or finally ensure compatibility with IE11, which was released 2 years ago! Best regards,
Request for Custom Trigger Script
Hi all, I am a total novice as far as scripting is concerned. I need a "Custom Trigger" script which will help me with the following. Upon closing of the request/ticket, the same ticket should be automatically get forwarded to another group. My configuration is MSP 9112 / CentOS / MySQL. Thanks in advance.... Regards, Pramod.
Level 1 Escalation for Response time elapse, not receiving alerts
Hi, I have a question regarding the "Level 1 Escalation for Response time elapse ". I'm doing a test with this feature. I have a SLA named "HIGH" with a Response time 20 minutes. I attach an image with the setup for the Level 1 for Response Time. Escalate To: TicketOwner Escalate Before: 5 minutes No actions choose The way I'm testing this is: Open a ticket with Priority High, assigned to me, status "ToDo". I leave the ticket on the status (ToDo) and I wait for the email 5 minutes before the
Some assets failing auto scan
We having some issues for a while now, when we are looking at some assets and try to get the details helpdesk shows that the last scan failed or scan status: failed. This assets are mostly laptops and they are failing to scan on startup, I have installed the latest agent on one of them for testing and it scans the first time but after a restart when I try to manually scan from helpdesk I get a failed response, or no automatic scanning from the laptop itself. Please help
Backup Problem in Servicedesk
What's the problem?
Asterisk CTI Integration with Service Desk Plus
Hello, I am looking for your kind help in the integration of asterisk through CTI. I downloaded trial edition and configured service desk in my environment. I was able to do the outbound call from Service Desk Click to dial functionality and the call land on another extension successfully. I assigned an extension to the technician in the Admin tab. When i was dialing inbound call from extension to the technician extension the call landed on the soft phone successfully but not able to pop up in the
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