Incident Templates Crashing and other stuff
Hi there, Currently on v9.1 build 9114, Browser is IE 10 and database is running on MS SQL. we are currently experiencing issues where we try to edit incident templates but when pressing backspace or delete on blank spaces a whole lot of bullet points appear, after removing them (we'll trying to) IE 10 crashes. Also resolutions are adding what seems to be an extra space in the resolution, even when trying to remove the blank space and save it, still appears once the template loads again, this seems
Retrieve attachment details from API
Hi, We are working on a project that requires to pass attachment information to another system through Servlet or Rest API. Does the current build support this? If not, are there any plans for this feature? Thank you so much.
Migration from one server to another
We have multiple ServiceDesk plus environments. Dev, Test, Prod. If I make a Request Template in Dev, is there a way to migrate that or copy it to the other server environments or do I need to just manually recreate it? Thanks
Restore Translations
I like to restore the translations. I copy ApplicationResources_es.properties fie of the folder "C:\ManageEngine\ServiceDesk\server\default\lib\classes\resources\backup" to "C:\ManageEngine\ServiceDesk\server\default\lib\classes\resources" but this not working. Any Idea? Thanks and regards, Gerardo Cortes
Ability to duplicate a request created through Service Catalog
Any one know what the status of adding the feature to be able to duplicate a incident request generated through the Service Catalog? Went through the forums and looks like this is something that was requested back in 2011 feature request 36749 and was "put on the road map" to be included in a future release. 5 years later and it still hasn't been added. Seems like way too long of time to have something as simple as that put into your product.
Service Desk Plus - access from outside network
Hello How can i access our Service desk from outside the network? I use a :8181 port but it fails to load outside.
How to remove resource Info objects
I'm trying to re-work one of my service request options. Within the request is a Resource Info question that is not being utilized as we had hoped and would like to remove it. When I try to click the X to remove the object I get the following error: "Cannot Delete. Asset is in use". there are no open status incident/request/problems with using this template. How can I ever remove this object. This is also true of categories. I've tried to re-work my category list and it gives a similar error
Importing User from AD
Hi, I get this inside the manager field after trying to import user from AD: CN=Phil Donaldson,OU=staff,OU=Toamasina,DC=toamasina,DC=local I've used "manager" as attribute on the import configuration. Please advise. Regards, Jedidia A.
Mis-spelled requester names when creating a request creates a new requester!
SDP Build 9120 with MS SQL database When our support staff are creating a new request record they type the requester name into the appropriate field. Most of the time it auto-completes the name to match an existing requester account (imported from AD) and everything is fine. However, occasionally they mis-spell the requester's name and just hit the return key. When they come to save the request record they are getting a pop up window which says "Requester Name does not exist. Do you wish to add
Technician view for all open/unassigned requests and tasks for my groups
We are having issues getting tasks completed when they are assigned to a group. On the requests page, there isn't a good option in the drop down list to show all requests AND tasks assigned to the groups the technician is a part of. They can choose all my groups, but this only shows requests. They can choose My Pending requests and tasks, but these only pick up the tasks assigned to the tech. I need them to be able to see all request and task assigned to their group in one view. Any help is appreciated.
Bulk-moving tickets to a different service category
I have a number of tickets (600 and up) that I need to move from one service category to another. How can I accomplish this? Thanks, Adam
Unable to log with AD credentials
[08:54:36:978]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueueFiller]|[INFO]|[106]|: Starting job queue filler in the interval:20000| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: checkAndFillQueueFromDB: jobQueueSize: 0; jobInfoQueueSize: 300| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: JobQueue.size is less than JobInfoQueueSize. So going to fill from db if available in DB| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobSchedulerUtil]|[INFO]|[106]|:
Change default mail font
Hi all, Is it possible to change the default font in outgoing mails to Arial 10? thanks in advance
Can't modify Incident - Additional Field (pick list) since update to Build 9100
Since the update to 9100, in Admin > Helpdesk Customizer > Incident - Additional Fields, I click on the Edit button to modify an existing Pick List field. There are no Values shown, even though they can be seen in Requests. Am I doing this incorrectly or is this a bug? Below is the field containing values when viewing a Request.
Questions about tasks
Hi all, I have some questions about tasks: 1. is it possible to customize task forms (remove fields, mandatory fields, adding custom fields, ... )? 2. I realize that the list of states for tasks is the same of incident. Can I allow only 2 states for tasks (Open and Closed) leaving more states for incidents/requests (Open, On Hold, Resolved and Closed)? Best regards, Sutot
Suite à la mise à jour 9.2.0.4 je n'arrive plus a démarrer ServiceDesk en mode service
Bonjour, J'ai effectué la mise à jour vers la version 9.2.0.4. Depuis, si je démarre depuis l'invite de commande, en tapant 'run', j'ai bien le serveur qui démarre et je peux y accéder sans soucis tant que je ne referme pas la fenêtre de commande. Si je lance le service, il s'arrête et je n'arrive pas à accéder au programme. Si je lance l'application SDPLaunch.exe, j'ai la dernière partie qui s'affiche avec des points ....... et rien ne fonctionne. Que puis-je faire ? Bien à vous, Eric Archambeau
Mail command: set date created
Hi, Is it possible to set DATE CREATED for a request using mail commands? Sometimes our IT technicians receive an email in their personal inbox that should really be a ticket in ServiceDesk. To facilitate moving the email into SD+, we have a macro in Outlook that forwards the email and adds @@REQUESTER=[original mail sender]@@ so the request is connected to the correct requester. But the request is of course created with the date/time of whenever the email is forwarded by the technician, and
SSO Stopped Working
Hi I have had the free version of ServiceDesk Plus running with SSO successfully for a month or two, but today, after installing Windows Updates yesterday and rebooting the server, the SSO is no longer working. On loading SDP it prompts for a username and password, which does nothing. If cancelled, it then goes to the normal login screen (AD login still works fine from here). I've been through the troubleshooting guide, recreating the computer account/password, using a different domain controller
After update SD blank screen
Please Help! win server 2012. 9114 work fine. After Update 9114 - 1 ManageEngine_ServiceDesk_Plus_9_1_0_SP-0_21_0.ppm 2 ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm 3 ManageEngine_ServiceDesk_Plus_9_2_0_SP-0_3_0.ppm (updates without errors) In localhost, users browsers blank screen. Page code: SSO? <!DOCTYPE html>
<html>
<head>
<meta http-equiv="X-UA-Compatible" content="IE=Edge">
<script language='JavaScript' type="text/javascript" src='//scripts/Login.js?9203'></script>
<script
Unique content id for images in email messages.
Hi support, We have had a recurring problem with images in servicedesk notifications using outlook 2013. Occasionally an incorrect image is shown in the message. It appears to be a cached image from a previous message The problem occurs because... - whenever servicedesk sends an email, it uses the same content id names for embedded images (eg. src="cid:Image0"). - outlook 2013 then displays the wrong image, which is a cached copy for the image with cid:Image0. A similar problem is discussed here...
Unable to login with AD
[08:54:36:978]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueueFiller]|[INFO]|[106]|: Starting job queue filler in the interval:20000| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: checkAndFillQueueFromDB: jobQueueSize: 0; jobInfoQueueSize: 300| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: JobQueue.size is less than JobInfoQueueSize. So going to fill from db if available in DB| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobSchedulerUtil]|[INFO]|[106]|:
report query - works in postgres admin, not in report writer
Can you please help me get this query to run in a query report? I am pretty sure it is the "(from_unixtime(chdt.SCHEDULEDSTARTTIME/1000) - interval '5 hours')" that is making it not work. Thanks SELECT chdt.CHANGEID AS ID, ctdef.NAME AS "Change Type", catadef.CATEGORYNAME AS Category, chdt.TITLE AS Title, ownaaa.FIRST_NAME AS Owner, ownaaa.FIRST_NAME AS Requester, (from_unixtime(chdt.SCHEDULEDSTARTTIME/1000) - interval '5 hours') as Time FROM ChangeDetails chdt LEFT JOIN SDUser ownsd ON chdt.TECHNICIANID=ownsd.USERID
Stopping/Starting ME Service clears outgoing mail settings
Hi 9.1 Build 9110 To investigate a separate issue (64k limit) - I had to stop/start the ME ServiceDesk Service. Once restarted - the Incoming Mail server settings were still stored - but the Fetch job was stopped. The outgoing mail settings had disappeared completely. Regards, Scott
Reply button gone when replying to last conversation
Good morning, I am wondering if anyone else is frustrated by this feature. In the request detail view, if the last message in the conversation came from me (the technician), I only have the choice to Forward, not to Reply. I understand that the system is saying I would not reply to myself, but it is inconvenient to have to forward the message, as I then need to go and copy/paste the addresses of everyone on the chain if I want to continue the conversation. Could we put the Reply button back, so I
Close a request Comments
Hi All When we close a request we have been putting comments in. Where can we see these? Is there a way to automatically add the comments to the notes so if we re-open them. Thanks Dave
Modify notifications.
Hi! Recently i upgrade service desk to the last version (9204). Now in the notification email appears a word, that, could not find, in the notifications template to remove. See the "Operation:" word in the notification example: OPERATION: ID 1114 de Javier Marcelo Marconi, Se ha asignado al grupo Infraestructura y Comunicaciones Solicitante : Javier Marcelo Marconi Prioridad: Baja Fecha vencimiento SLA : 11/03/2016 12:31 PM Categoría : Software Asunto: Modificar notificacion Descripción :
delete pending approvals
Do technicians have to be part of SDAdmin to delete Approvals which are pending?
ServiceDesk Will Not Start - Help Please
Hi, our ServiceDesk has been running fine, but now it wont start. It sits here: Application Layer Started .............. and it just keeps putting dots. See Picture: [URL=http://img100.imageshack.us/my.php?image=helppb3.png][/URL] http://img100.imageshack.us/img100/1143/helppb3.png Any ideas ?
Embedded hyperlinks in SD+ emails have wrong URL
After a failed upgrade from SD+ 9116, to the next version, we had to re-install SD+, and then restore from back-up. This worked well, and the site is correctly running over https 443, with no change to the config. Thanks to the backup restore :) However, the only glitch is that all of the embedded hyperlinks in the emails sent from SD+ have the URL going to http, when they should be httpS Ex: Wrong: click here for the open your request http://servicedesk.domain.com Correct: click here for the open
como configurar un servidor exchange 2013 en manage engine servidesk plus
Hi. nosotros estamos implementando el service desk plus pero al configurar el correo solo hay dos opciones" tipo de de correo" POP o IMAP y el servidor de correo de la empresa es exchange 2013.. como proceder para que se puedan reportar los incidentes por e-mail.. El correo saliente si funciona pero esta por smtp pto 25 .. como hacer? Diana Camila
Pre-fixing the Subject
Hi Vicky, One of our prospects would like to prefix the subject with the selected category and subcategory. Basically they want the end users to select the category and subcategory and submit the ticket. Is it possible ?? Regards, Shri
Trouble with images in reply emails
Good morning, I am having some trouble with images in Reply emails to service requests. Initially we had everyone put our company logo in their signature, but this seemed to not appear properly in the emails. The workaround we found was to put our company logo in the Reply template so that it will be included in every reply. For the most part this seems to be working. However, if there is an image in the original email that created the ticket, SDP seems to be grabbing that image instead of the one
Adding Request through Service Desk plus API
Hello,, I want to add a code to an aspx button (or normal html button) so when user click on it, it will create a request automatically in Service Desk plus,, I read this link (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#add) but I think I need more help.. Thanks
Unable to add tasks to change
I'm using SDP 9203 on Windows Server 2008 with MySQL database. I created a new change. It's currently in the Implementation phase. I'm trying to add a task under the Task Details sections. I've tried to add several tasks, but they are not being saved. Whenever I try to save the task, it says it's been saved successfully, but the tasks are not showing up under the Task Details section. Is this a bug? I'm using Chrome 49. Thanks.
Renamed Server - Unable to launch Service Desk
We had to rename the server ServiceDesk Plus sits on, now we are unable to launch it. Is their a specific tool I can run to recover or do I need to reload it?
Location of fields in request templates
In the form designer, when we add various fields in a template, we place them above the description field. When a Requester uses the template, the Requester sees these fields above the Description field. But when we open these requests at the service desk, these fields are all listed below the Description field. The attachment illustrates the fileds as viewed in the Form Designer and by the Requester. As designed, these fields should be displayed above the Description field when viewed at the service
Duplicate Users Being Created
Hi. We have just set up our ServiceDesk and are using AD authentication with pass-through. We have an LDAP import scheduled everyday. Everything is working correctly, however, we noticed that all of our users have been imported twice - meaning each user is given two separate records. Each of the employee's two records always list the same (correct) information from AD (e.g. phone, email, etc.) aside from the "site" and the "domain." One record will list the site and domain and the duplicate record
After new update in IOS
Service desk plus mobile app error after update to new version as operation could not be completed (NSURLE error domain error -1012)
unable to login or start DB
So i am unable to start my database or log in via a web application. all the firewall settings are correct and the system stopped working while i was on it on one day (remote web application) and the very next day it stopped working on the host computer. Mar 08, 2016 4:41:01 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: C:\ManageEngine\ServiceDesk\bin\..\ Mar 08, 2016 4:41:01 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: netutilsData :: {RELEASE={version=9.2},
Did you have to delete your server.xml and use the template server_https?
While upgrading to 9200, both of my servicedesk plus sites wouldn't start and gave SSL errors in both the browser and the serverout0 log. I had to delete the server.xml that was in the tomcat70 directory and copy "server_https.xml" to "server.xml" to get it to work again. Just curious if it was just me.
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