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?
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.
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