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.
Trouble Importing Active Directory Users
I am having trouble using the AD import function in the ServiceDesk. Basically, when choosing the "Import" link, it does not show all of the OU's. In this example, I have an "ASG" OU, which contains an OU for each branch, then within each branch OU I have an OU for each department. In the Service Desk, I can only see the root OU. I can't drill down to see all the OU's listed under the root. I have pasted a screenshot of our Active Directory, showing the OU structure as well as what I see in the ServiceDesk
ServiceDesk not updateing sender email address?
Hi, During setup we used a test email address of Servicedesk@xyz.com. Now that we are about to go live I've changed the address (under mail server settings) to helpdesk@xyz.com but sender address seems stuck at servicedesk@xyz.com. I've restarted the server, clicked save a thousand times but it won't change. Any suggestions would be greatly appreciated.
Error when approving
When you are using the purchasing module and you have 2 stages of approvals: Both set of approvers get notified that they have a purchase to approve. However, if Stage 2 approver tries to click Take action, they get a bad link that they can not approve. It is not until Stage 1 approves, that the Stage 2 can approve. It should operate like the following: Stage 2 should not see the option to take action until Stage 1 has approved it. It should be hidden from view or not show up until Stage 1 approves.
Hung at Application layer Starting
Server never starts, "Application Layer Starting......" is all I see, this is after a fresh install of the newest version on a new 2012 R2 server with SQL 2008 R2. on the same box. The ME Service Desk Service stops every time the server is restarted so I tried inducing the run command from command prompt and received the following error. "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: E:\ManageEngine\ServiceDesk\bin\\..
How do I delete requester email address
We're trying to remove a few email addresses from our list of requesters. But it will not allow us to save the changes made unless we enter a different email address. Is there any way we can remove email addresses rather than replace them with new ones? When we remove the email address in the requester record and press save, the old email address is still there when we look at the record.
Scheduled LDAP import only importing some users. Manually-triggered import provisions ALL available users.
The daily LDAP import that we run at 6:30 is importing small numbers of users ranging from 0 to under 100. When I run a manually-triggered import within a couple hours after the scheduled import ( by going to Admin > Users > LDAP > Import Now), it imports many, many more in the hundreds of users. This has occurred ever since we started using a fresh installation of SDP with LDAP. This occurs on all of our SDP servers including DEV, TEST and Production. There should be no difference between a scheduled
requesters and technicians became unknown!
Hi, I have SDPlus 9.0 build 9.1.0.5, upgraded from 9.0.4.8. all my authors and techs are unknown now :( AD sync is working, I see all of them in 'requesters'/'technicians' tab, all emails are correct etc. but when I make a new request, a catch "requester name does not exist". also, site associations is not working now. BUT! If request was made by email, everything is ok - request arrives with correct requester name, associated with correct site etc. how can i fix this problem?
Email Fetching stops after a few days
Hi, We have the free version of ServiceDesk Plus installed (9.1 Build 9105), and the issue we have is that after running properly for a few days, mail fetching then stops (although the admin keeps displaying the "Last attempt to fetch mail..." messages). There are no issues with sending mail, that is working fine. If I stop fetching, and click the "Save" button on the "Incoming" tab, I get the following error: "FAILURE :E-mail settings saved successfully. Could not find valid certification path to
Forwarded Conversations not showing
Can't view Requester Conversations forwarded by a certain Technician. You can see all replies by this same technician. Any thoughts? George
Migration osticket to Service Desk
Hello, is there any possibility migrate data from osticket to Service Desk including the full history of all tickets? When i had a look at the default csv import file i only see that the subject and main description will be imported... Thank you.
ServiceDesk Plus: We are unable to specify Technician, Group, Priority using Email Command Syntax in an emailed ticket
In emails to ServiceDeskPlus We are able to set Category, Sub-Category, Item and Impact (I haven't checked all fields). But, Group, Technician and priority we really need to specify to override the values in our email (default) template and we haven't been able to set them in our testing from both a Requester account and my own Admin account. We are at 9.045 today but should be at 9.105 or higher in a couple of weeks.
Images on emails are stripped and put as attachements
Hi, When I have a user email a request into the system images that are attached to our email signature are stripped and put as attachments. Same with any screen shots that a user puts in their email to support. Is there a way that whatever is in the email is displayed the same way in the ticket? It's time consuming having to try and sort through the image attachments to find the screen shots then paste them into the actual ticket. Thanks Vicki
Old ticket numbers upon new ticket creation
I am having a problem where a user sends in an email to create a new ticket they get back two emails. One email refers to an old ticket that the user had nothing to do with. The other ticket has the correct new ticket number on it. This doesn't seem to happen for every user every time, just randomly. This just started, we were running 9.0.46, I upgraded us to 9.1.10 and we are still seeing the issue. Brendan
Outgoing mail server settings keep disappearing
We've noticed recently the email outgoing server settings keep disappearing and mail fetching stops. Is this a known issue? build 9109 database MSSQL
Group does not receive email alert when there's a reply to a request
Hello. We are not receiving emails when a request in the group is updated. An email is sent when a request in the group is created but not when a client reply to the request. Both "Send notification to group technician(s) when a new request is added to this group" and "Send notification to group technician(s) when a request in this group is updated." are enabled, as you can see from the screen shot. Do we need to manually assign the ticket to a technician in order to receive alerts of replys? Thanks
Reporting Issue: Time Spent on Tickets
Currently running ServiceDesk Plus 9.1 9100. When going to reporting and running the report "Request Time spent Reports by technician", I get the error that no data is available. I now have hundreds of tickets in the system and have tried changing the data and running with different technician/users with no luck. I modified the wage for technicians to $1.00 where it was previously 0.00. Still did not work. This report would be important for me to determine what staff need additional training at.
Servicedesk Form and Fields Rules
Hello Support, I have got a question about the Rules for Forms and fields. What i want too do is based on the site i select the priority (Low / medium / High / Next Business day) is set too an specific priority by default so that in the back ground the SLA agreement rule can start do his work. As we have many customers with different SLA agreements i want too automate this as much as possible for the servicedesk. But no matter what rule i make, nothing happens (not at loading form / change field
SupportCenter Plus do not send email
My SupportCenter Plus stopping sending mail In the error log file there is this error: Exception setting value - for FR_DUETIME ERROR: java.lang.NumberFormatException: For input string: "-" Sorry for my english, tanks for the help
Do not open the site ServiceDesk
Hello. After installing and running the database and ServiceDesk system, I can not open a website with an external host. Port ServiceDesk - 80. netstat shows that listening ServiceDesk only protocol port tcp6 The output: tcp6 0 0 [::]:http [::]:* LISTEN What and how to fix it? So ServiceDesk to listen on port protocol tcp4? OS: Linux CentOS 7 x64. With respect. Igor Stepanenko.
ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY
Hi, this error appear when i try use Service desk in Chrome/Mozilla.(NOT in IE) Can somebody helpme with tis error? Thanks.
Manage Engine Service Desk
When trying to view Attached Screenshots in SD I am getting a certificate error. How do we change the link to point to the url and not the computer name?
Update from 8.1.0 Build 8109 to 9.1 Build 9107
Good Afternoon! I have been trying to update our Service Desk and I am running into trouble. I've followed the instructions that I have found on the website and am not having much luck. I've taken our live database and made a copy of it on a workstation to see if I can get it to work with a step by step update but after trying to get to about 8. something, the database doesn't seem to response. Since we are currently using the Free version we do not get support. The original install of our ServiceDesk
Trouble editing Login page.
I'm having some trouble editing the CSS and html files that havfe an effect on the login pages. Made the changes to the XML file to point the login page to index.html rather than the .jsp. However this is only partially changing the aspects on the page, some parts of the image I am unable to change no matter what. For example I change the colours on the CSS and realised that images are used for the rounded edges on the table at the login page, I tried to edit these images to match colour with the
deleted when it is about to get overdue.
Dear Support, We are getting this error, Could you please tell us what that mean ? It seems that the request with request id 40012 got deleted when it is about to get overdue. ====================== End of Forwarded Mail ======================
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