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
Notify technician of SLA expiry/escalation
Hello, We have configured the escalations of the priorities, but they are not sending any email to the ticket owner or any manually set technician. All SLA based mail escalations : is enabled The version of Manage Engine ServiceDesk Plus currently installed is Build 9111 Can someone help me? Thanks
Backup Problem
Dear concern, very good day. I have already communicated several times with support center. Recently I was updating service desk plus build 9017 to 9048 . But still facing the problem . bellow error details. Please provide solution. 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
Ticket which affects more than one site
First... thanks for your fast and always great Support !!! My question is, we have some tickets which affects more than one site, but in the Standard request template the site field is no picker field. Is it possible to Change it to a picker field that our technicans can choose more than one site which the Problem is linked to ? Thank you!
CMDB, assets & solutions problem after upgrade to 9111
Dear forum members and support team, after upgrading from 9100 to 9111 we found out, that CMDB, Assets and Solutions tabs shows nothing (tested in newest Chrome and IE11 browsers). CMDB and Assets hangs in 'Loading...' Solutions tab shows titles, but returns an error if trying to open it. Solutions itself accessible via 'Copy to resolution' button in requests, but we no longer can open it or edit: HTTP Status 500 - type Exception report message description The server encountered an internal error
Differences between "CLOSE" and "RESOLVED" state
Hello, we have some technicans that alsways Change Status to RESOLVED when a ticket was done. When i read your Manual the complete done Status should be CLOSED. Could you please explain whats the correct Status for a ticket is completely resolved? Thank you.
Cannot add license to ServiceDesk Plus
Hello. I am trying to add a license to our ServiceDesk Plus Standard version in order to increase the number of technicians but I always get the following error: Please apply a proper license file. To upload the file I received by email, I go to Help -> Licenses Screenshot in attach. I'm trying to add the license with a technician account, not with the default Administrator account, which we deleted after importing the users from Active Directory. My license details are: Your ServiceDesk Plus -
Change service category type
Hello Are there any chance to change existing service category type form "IT Service Category" to "Business Service Category" and vice versa? In Edit Mode for service category that values doesn't exist at all.
URL and alias causing issues in SDP
Folks, Early on in our support process we named our server MEDS01. Then, we had an alias called helpdesk. We wanted to change this to servicedesk and realized that the pass-through authentication had never worked with the alias in the first place. Now, we can get pass-thru authentication to work using the server name http://MEDS01, but we can with the alias. Unfortunately, we now have links that sometimes go out as the alias and sometimes as the servername. The alias always fails. We can
Bug - editing notes with content in <tags> removes ALL content within the tags
Hi, We have Service Desk Plus v9 build 9040, and make extensive use of the Note feature for internal Technician discussion. (usually extracts from our own log files) If you create a Note with content in < > tags (which comes from our own logs), and save it - it's fine. If you then try to edit the same Note - all of the content within the < > tags disappears completely. See the attached image as an example. Please advise, as this is a reasonably significant flaw in the system.
I Can't find Service Catalog templates in the Admin view
Hi, After having created service catalog templates they have all disappeared from Admin>Service Catalog page meaning that I can't work any more on them even though the requesters can see and use them. That happened always when I associate support group to the template. I am working on release 9107 Please advice me on what to do to fix the problem or to implement a viable workaround which still allow the use of the very useful feature like "support group"? Best Regards Antonio
Mail settings Service Desk Plus
Good afternoon. The reason of this is to ask for their support, because I've had problems setting up email from our institution in the service desk . When trying to save the settings gives the following error: POP: In the case of outgoing mail (SMTP ) indicates that the system is configured correctly : But when sending the notification , gives the following error: I will appreciate , if possible , your advice and support .
IP Address change of workstation
Please at present the system which we are using for the SD+ is about to be migrated into our datacenter which implies that the IP address will be changed. I would like to know what this will affect within the SD+ service. Also I would like to know how to change the IP address for the service if the change of the server IP address will affect it And would like to know if a new alias is given for SD+, do I need to add the port number to the alias i.e can I leave it as mesd.x.x.ng or mesd.x.x.ng:8080,
How to setup the email correctlly for receiving helpdesk requests throught it
How to setup the email correctlly for receiving helpdesk requests throught it? Is there any guide? If i didn´t set up a database, could it work without it?
Notification email returns wrong information
When a user replies to the email generated when creating a new request (Acknowledge requester by e-mail when a new request is received) I have configured for them to receive a reply email (Acknowledge sender by e-mail on receipt of the email reply). The email template for "Acknowledge sender by e-mail on receipt of the email reply" looks like this: This is a confirmation that your request $Title with ID #$RequestId has been updated with your recent reply. The status of your request can be tracked
Technicians log in as requesters
Hi All, We currently have an installation of ServiceDesk Plus. In which we have SingleSign on enabled with a single public domain. Since we upgraded to 9108 we have had an issue that some of our Technicians get logged into as a requester. If you see bellow the same user logged into two different machines has different access levels. On one of the PC's I get the Requester home page On the other one I get the technician home page. The accounts with these issues are full SSDP Admins and have full admin
I can't save my newly made template.
Hi i had an error when saving my template. It says i "You have remove the fields" how do i fix this?Please help.
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