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
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?
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