Critical : Error while invoking backup
Hi, I'm running version 8101 of service desk and for the last three days our backups have failed with errors similar to this one: 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 Error Message java.io.FileNotFoundException: E:\ManageEngine\ServiceDesk\bin\..\fileAttachments\ArcRequest\20001_21000\20405\Beech
Searching for requests
Is there a way of searching for requests where you can input part of a key word and it will pull back all requests which contain that part of the key work? For example if we type in 'dan' in the key word it would find all request from Danielle or any request which contain 'dan' within a word? Many thanks Dan
Off hold date
Which table stores the future date set when using the on-hold? The workorder history has this date in the 'description' field, which includes various other data. Is there a specific field which contains this data?
Tasks not Created
Hello, I have a default request template with several tasks that should trigger automatically. When I Create a new Incident the tasks are not generated or triggered. What could be the issue.
Service Request Approver Greyed Out
Hi, We modified a user\requester so they can Approve IT Service Requests, but now they have changed role and should not be approving them. We tried to untick the field but its greyed out. Is this a known error or something we can fix ? It's just greyed out, we dont get any messages when trying to untick. Any ideas ? Andrew 9120 SQL
Unable to send notifications - Mail Server
Hi Guys I have been unable to configure the Mail Server despite having the our exchange settings. I've tried quite a number of solutions in the forum to no luck. We're using Office 365 for our Exchange Services. I have attached the support file here. Please assist.
Start reply in email body instead of "To:" field
Is there anyway to do this? See subject of this post. When replying to a request, the "To:" field is already filled. Is there any way we can change the rich text editor to always start the typing focus in the body of the reply instead of the To: field? It can get annoying when you hit Reply, and start typing, only to realize you are typing in the the wrong place.
Link for Ticket Not Working
The link in the notification emails is not working properly. When I click on the link, it takes me to the home page for Servicedesk. If I leave the browser open and click on the link again, it will take me to the request. Is there anything that can be done so that the link works correctly the first time.
Service Desk Service Not Starting
Hi, It all started when the file "Startout" in the Bin folder reached 55GB size. It seems to be a log file (text document). I started receiving a lot of e-mail notifications during the weekend. Before deleting the file, the service was running but authentication via NTLM was not working anymore, and even inserting the credentials showed an error message. Local Authentication we the account administrator/administrator also not working. So I decided to delete the starout file because because the drive
Scheduled Reports
Hi Do you know of a script we can run to show all scheduled reports and times for all users ? Andrew
Active Directory authentication - one AD account, two SDP accounts
We're using AD authentication and it appears that if a requester logs in with their username or their email address, SDP treats them as two different accounts. In other words, if they log in with their username only and submit a request, that request does not show if they log in with their entire email address and vice versa. Also, if they log in with their entire email address, the Name field is populated with their email address and does not get any other contact information. If they log in with
How to configure change workflow in ServiceDesk Plus?
Changes that are frequently initiated are implemented directly and closed without having to go through the entire change lifecycle process. Change workflows can be configured for such change requests and these workflows are listed in the Workflow drop-down field in new change form. Selecting a workflow from this list will enable the request to follow the process defined in the workflow. Administrators can configure change workflow by deciding - the stage and status the change would move to for
Network Proxy Configuration
hi, I upgrade SDP from 2906 to latest build 9229 , I found new feature in the request module (system Update) as attached file 1 the notification need to add proxy I already added but till not applied please help and please explain what the benefit from this feature . thank you
Login Security, Captcha and Anti-Hammering
Hi, I was wondering where/when/if there are any options in SDP to prevent brute forcing a users login. If we have AD authentication enabled and if we expose our SDP instance to the Internet, then a) people on the internet know our Windows domain names, b) they can use a script to brute force logins - which may also lock the legitimate account. I haven't seen any anti-hammering option in SDP (i.e. stand down/delay login attempt after x failed login attempts) or Captcha/reCaptcha option, so how do
IT Service CI object
Hi, I am adding several fields to the IT Service CI object. No parent object is defined. But for some reason I get the newly added fields on the Business Service object, Software Object etc. How come that fields defined on the IT Service object is visible on other CI objects? Best regards Thomas
auto assigning ticket
Hi,Is it possible to auto assign a ticket if It has not yet been assigned to a technician after 1 day? Thanks
Requester Report
Hey, so a quick question... is there anyway I can run a report to show all ticket requesters by number by date range... i.e.... John Smith has submitted 28 tickets since (date range)
Technician notification
Hi, when a technician opens a new ticket from him self (he is the requester), he receives a notification as: Acknowledge requester by e-mail when a new request is received (cause notification is enabled) so, when a technician closes the same ticket he doesn't receives a notification also if: Acknowledge requester by e-mail when the request is closed (enabled) Why? Is this an anomaly? Thanks
technician can see own ticket also assigned
Why technician can see the ticket which he created also if he has assigned to another group? is it possible to hide these ticket when assigned? Thanks
Forwarded emails
Hi, I'm new to ServiceDesk Plus. I was wondering if it was a way to emulate a feature I've seen in other products: we frequently receive emails from users to our personal mail addresses, we would like to forward them to the SDplus email address in order to open a new ticket. Is there any trick to let SDplus open a ticket as sent from the original user (the one from the original email) instead of opening it as the technician who forwarded the mail? thank you so much, Filippo
Assign to Technician or Group based on email reply content
I am getting ready to implement SDPlus (on-premise) to replace another help desk system and I am having trouble trying to figure out if one of our desires for the system is possible. Here's the scenario: We have three support groups in IT: let's call them A, B, and C All new tickets come in to Group A. An email is sent to all technicians in Group A when a new ticket is received into the group. Group A analyzes each ticket and determines if it stays in Group A, or must be assigned to Groups B or
How to Renew License when ServiceDesk has expired? (Linux)
Hi guys, hoping someone can urgently assist. Our ServiceDesk has expired and we get the following error when starting: Server is starting. This may take a couple of minutes ... ERROR CODE : 519 Registered period has expired Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310 Pleasanton, CA 94588 USA Phone: +1-925-924-9500 Fax : +1-925-924-9600 Email : sales@manageengine.com WebSite : http://www.manageengine.com I have since received a new license, but need to know how I can apply it. I found
ServiceDesk Plus 9229 Released
Dear Users, SDP 9229 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9229: SDF-59416: SDP-Zoho Reports/Analytics Plus Integration enhanced with Custom fields sync. Custom fields created for Incident, Service Catalog and Worklog can be viewed in Zoho Reports/Analytics Plus when synced. Issues Fixed in 9229: SD-64176: Format of Change details in INPUT_DATA given for custom script/class is obtained wrongly
Moving servicedesk + from C: to a new drive
Has anyone done this please? I need to move my installation from the VM's C: drive to another drive on the same server. Thanks for any advice!
Search not working properly
We're currently on 9.2.9225 and since a couple of versions back (sorry, I don't which one that caused it..) the Search function isn't working as before. I can no longer search for a subset of a subject, nor use wildcards (tried both with * and %) in it. The only thing that will match is if I use the full word, in this case "testcase". Did this change along the way, or is the search function somewhat broken? I've tried using the reIndexData.sh for request and restarting SDP, but no change. See attached
Please guide me
Dear Support We need to change different password for manage engine login account, Is there any impact Kindly guide.
Change Management Change Roles
I have created a new change role for our executives so they can be notified when specific events along the change process take place. Unfortunately, I cannot figure out how to add the executives to the role. Please point me in the right direction. Ronnie 9.0 Build 9001
Closing tickets
When closing requests, is there any way of deactivating the 'Close request' pop up box? We would like to be able to enter a resolution and just close request. Many thanks Dan
Cannot update asset details
Hi, When I'm trying to edit an asset in order to change it's details I get the error message "FAILURE: Exception while trying to update asset details". This happens for every field I'm trying to change & at this moment it applies only to one specific asset. I suppose that if I delete it and re-create it the problem will be solved, but I think that there will still be a similar bug there. BR, MaryP
Modify Description
hi, is there any option to modify the Description like remove some option in the Description toolbar as attached file and modify the size Description box
How to de-activate the sending of emails
Dears, We're not yet live with SDP and we need to test email functionality without risking sending emails for people outside the testing group. We already synchronized all users with AD, therefore field e-mail is filled in. I would like to know what you recommend to make sure only few people have email configured so that we can test without any concern. Kind regards, Nuno
e-mail auto-forwarding to a technical / Inoltro automatico e-mail ad un tecnico
Hello; I would like to know if you can automatically forwarded (via mai) when a new ticket is automatically assigned to a technician thank you so much. Salve, Vorrei sapere se è possibile inoltrare in automatico (tramite mail) un nuovo ticket quando viene assegnato automaticamente ad un tecnico. grazie mille. Manage Engime ServiceDesk v. 9.2
SurveyLink in Survey Emails
Hello, I have a question you may be able to help me with.. Symptom: When Survey Settings for the email content have only the $SurveyLink in it, the link appears in the email and works fine. It is the full link. In the conversation it just reads.. $SurveyLink If I do something like "<a href="$SurveyLink">SurveyLink</a>" it has a clickable link in the requests conversation entry, but displays the link with SurveyLink appended in the email sent. Can someone tell me what to type in the email response
Service Catalogue Form - how to show only Item and not Category and SubCategory
Dears, We're setting up our Service Catalogue and in the form we need to have the user select only the item, having the Category and Subcategory either locked or hidden. The set up is being done this way because we are replicating the Category and SubCategory to the Service Catalogue 2-Tier Structure. We tried two things without the desired results: 1) to remove Category and SubCategory from the form, but then Item was automatically removed from the form; 2) then we configured the Category and Subcategory
HTLM Failed Redirecting To Login Page...
When clicking on Assets then Workstation/Server Detected count I receive this: HTLM Failed Redirecting To Login Page... It will sit here and refresh the entire time. Anyone ever receive this issue? It happened after I changed the columns to be displayed. We are running: 9.2 Build 9213 Thanks, Josh
IOS Push Notifications certificate expired on the 4th of October
Dear User Customers were instructed to download the push notification certificate from the bonitas site link , replace the existing file "SDPProductionCertificate.p12" available in ServiceDesk\server\default\conf and restart the application after replacing the file. We will include this file as a part of the 9229 hotfix. Regards Edwin Vasantha Kumar Servicedesk Plus Team
Image as link
Hi, How i can make my custom logo clickable? I need redirect to main page of service desk.
Service desk not opening in browser
We are having a problem after updating our service desk license. Now its not opening and when restarting it it starts okay but when opening in the browser we get page not displayed. I am able to telnet to the port on my computer but cant open the link.
Restrict deletion of a technician while possible resolving cases of requester!!
Hi, I want to know if it is possible to restrict technicians from deleting attached files that are sent by requester. And it is necessary for the technicians to be able resolve cases. Our company does not want any data deleted(all data are sensitive) unless it is by administrators.
Recording Oracle licenses against assets
Having a bit of trouble on how to record Oracle Enterprise licenses against a server asset. The license model is based on Named Users, and a certain amount of named users are assigned to a server depending on the processor count. In this example I have a single server asset which has 2 x quad core processors. Using Oracle's metrics I require 25 user licenses to be assigned to a processor. The number of processors is based on the cores, and each core is 0.5 of a processor so a single Quad core processor
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