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Re : Problem with SDP from the outside

September 29, 2014, 11:44 am
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Hi Ricard,
 
You have mentioned in your post that the external URL becomes unresponsive sometimes, can you please let us know whether at that very same time are you and your users are able to access the application using the Internal Link.

If the application fails to load on the internal link as well then the application itself either goes unresponsive or crashes. We need to identify the same so kindly let us know your observation.

Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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You can not create a request for this user

September 29, 2014, 2:47 pm
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Getting the following error when trying to create a request
 
"You can not create a request for this user. The user belongs to a site for which you do not have access".
 
Found a post on this that referenced having special symbols in the name. Like (/ ' ") etc
This is not the case here. The only difference I see among the technician log ins is that his login account starts with a capital letter.  In fact the first two are capitalized.
 
Would this cause an issue?
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Re : ServiceDesk Plus will not load / start

September 29, 2014, 3:25 pm
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I am having this same problem. I followed the steps and changed the port to 7070. When I go to the page to load it up however, I just get a blank page. This is on a server 2012 os.

My email address is antony.joseph@focusservices.com. Appreciate any assistance you can provide to get this up and going
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File Attachments Not Found After Migration

September 30, 2014, 9:55 am
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We recently moved our SDP from Windows to a Linux server. It's running fine except the attachments weren't there. I've copied them manually to the new fileAttachments directory, but when I download an attachment it says 'The File was not found.'
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Can't scan windows 8.1 machines

September 30, 2014, 12:04 pm
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I'm having a lot of trouble scanning windows 8/8.1 devices.  I've completely disabled windows firewall so I know that's not involved.  Has anyone else run into this?
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"Technician Auto Assign" assigning tasks irrespective of technician availability

September 30, 2014, 10:36 pm
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Hi Team,

I have 3 shifts timings operating in my office. 

1. Monday to Saturday Day shift operates from 9:30AM to 5:30PM
2. Tuesday to Sunday Day shift operates from 9:30AM to 5:30PM
3. Monday to Saturday Night shift operates from 4:00PM to 12:00AM

I configured Email fetching and I need to configure the "Technician Auto Assign" feature, in such a way that, the emails received should be automatically assigned to the available technicians in a round robin basis.

But the configuration doesn't seems to be working from my end. I have 3 sites with custom operational hours and the technicians are associated to the corresponding sites. But the Technician Auto Assign" feature is assigning the requests to the technicians, irrespective of the availability. The requests are even automatically assigned to the technicians who are marked leave too.

Please check and advice.
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Re : Can't scan windows 8.1 machines

October 1, 2014, 4:19 am
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Hi Matt,

Please try to ping the workstation from the ServiceDesk Server, if you are able to ping the same, then perform a telnet with the agent port configured under Admin->Windows Agent Configuration.

Once the above works, the deploy the agent to that machine and see if this works. Even after this the scanning fails, then please reproduce this issue and send us the Support File from the Support Tab, screen shot of the error message, along with this forum link and the machine name to support@servicedeskplus.com for analysis.

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : "Technician Auto Assign" assigning tasks irrespective of technician availability

October 1, 2014, 5:19 am
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Hi Sujith,

As of now we do not have an option to configure technician auto assign based on different shift timings. The operational hours that you define is for calculation of SLA for that site.

Also if you have marked leave and if the request that is getting assigned to you has the due by date on that day you have configured leave, then the ticket will not get assigned to you. If you have marked leaved for today and the request due by date is tomorrow, then the request will get assigned to you.

Since we have not brought in shift based technician auto assign, you need to configure leave on all the days that you will not be working. This is the current design of the application.

However we have plans to bring in shift based technician auto assign in one of our hotfix.

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Business Rule Technican Auto Assign For Site Don't Work

October 1, 2014, 7:04 am
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I create business rule for site: assign all requests to one technican.
The rule is enabled but don't work.

For test i create additional action inside this rule: assign specific category to request. Category is assigning, but technican don't.
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Error after restoring to new server

October 1, 2014, 6:16 am
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Hi,

I am attempting to restore to a new application server and a new SQL server.  I got as far as installing the application on the new server and database (confirmed it worked), restored the data with restoredata.bat, which succeeded, but now the service fails to start with Event ID 7024 in the Windows System Log:

Event ID 7024:
The ManageEngine ServiceDesk Plus service terminated with the following service-specific error:  Incorrect function.

Some things have changed between the servers.  
  • Old servers were on 2008 R2 and SQL 2008.  New servers are on 2012 R2 and SQL 2012.  
  • Installation on the old server was on the D: drive, installation on the new server is on the C: drive.
I spent time looking through the forums and configuration files trying to figure it out but am at a loss.  Anyone have any ideas?

Thanks,
-Mark
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Support Group Email

October 2, 2014, 1:41 am
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Hi Guys.

I'm trying to set up a ticket flow whereby anyone that sends an email to "network@helpdesk.com" and "developemt@helpdesk.com" are routed to the respective support groups in Servicedesk.

I have a main email address of "servicedesk@helpdesk.com" and the two addresses above are added in Exchange 2007 as aliases.

However, on the exchange clients, when you type in the address of "network@helpdesk.com" it automatically changes to the main email address of "servicedesk@helpdesk.com", therefore all tickets are going to the primary email address and not being automatically assigned to the group.

I would welcome any advice on how to get this working as auto-assign to groups is a primary reason for using the system.

Regards

Jeff 
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SLA Escalations not working

October 2, 2014, 6:33 am
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Hello,

We are using build 9021 on a MSSQL DB.

We have created server SLA's and configured level 1 escalation to alert 10 minutes before the SLA is violated and level 2 to alert when the SLA is violated.

However, these are not working, the SLA escalations do not get activated when required.

Please advise
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Re : Business Rule Technican Auto Assign For Site Don't Work

October 2, 2014, 7:47 am
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Hi Mikhail,

If you have created a business rule and if the technician is not getting assigned, then check if there is any Group set on the Template using which the request is getting created. So if the technician you are planning to assign does not belong to the group that is assigned on the Request or on the Template, then the technician will not get assigned.

Please check this out and get back to us for further assistance.

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Discrepancy in Assets Used and License

October 2, 2014, 8:56 am
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Hello,

We seem to have a discrepancy in our licensing and total assets that I cannot reconcile; any help would be appreciated:



As you can see, from our assets tab, we have 656 assets in use, but according to our license we've used 739.

We are using Version : 9.0 Build 9018

Thanks,
Kevin
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Failure: Exception occurred while performing the operation - Single user

October 2, 2014, 2:24 pm
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I have opened a Support ticket with ManageEngine but I have not received a response, so I thought I might post here.

We are running ServiceDesk Plus Version 8.2.0 Build 8213. We have a single user that receives this error message when trying to enter a resolution: "Failure: Exception occurred while performing the operation".  This is reported in multiple browsers.  If he goes to the "Resolution" tab, he receives the error "No Resolution Available".  Does anyone have any insight on this?  Thank you.

Ticket ID# 7132617
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Re : Business Rule Technican Auto Assign For Site Don't Work

October 2, 2014, 11:30 pm
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Hi

Ok, i have created the site named "Volgograd", next i go to "Users - Support Groups", in drop-down list "User - Support Group for" i choose "Vlogograd". I have created new group named "VG" and add user "adm-vlg" to it.
Next i go to "Organization Details -  Business Rules", in drop-down list "Helpdesk - Business Rules for" i choose "Volgograd". I have created two business rules. First "Place any request in gorup VG", second "Assign any ticket to technican adm-vlg".
First rule works: any ticket inside site Vlogograd place ig group VG.
Second rule don't work: tickets are not assigned to adm-vlg!
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Re : Failure: Exception occurred while performing the operation - Single user

October 3, 2014, 12:37 am
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Hi Dables,

We require the logs after the issue is recreated to analyze the root cause. I will reply to the request and please reply to that with the log file.

Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Stop Timer Still works for Custom Status?

October 3, 2014, 9:10 am
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Hi,

We are using SDP Enterprise Build 9021 and the same situation is still happening. We need to hide for some technicians with a specific role all the statuses where the timer is stopped, 'On Hold' and the customized ones. What could we do to reach this?


Thanks in advance.
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Re : Business Rule Technican Auto Assign For Site Don't Work

October 3, 2014, 2:11 pm
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Hi Mikhail,

In this case, please enable cascade execution and see how this works. Also ensure that there is no default Technician set in the Template.

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Page Loading Slow

October 4, 2014, 2:10 am
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Hi Dears
Im using Servicedesk plus version 8.2
up to week a go system was work so good without any delay,but from this week when requester click on the "Add request" the page load about 8sec and then refresh and show the result somewhere else when the technicians wants to assign the ticket to anotherone it also make too long.
i have about 4000 system that scaned and about 9000 user (requester)
my server detail is:
Corei7 Ram :8Gb Windows server R2 2008
whats the problem and how i can resolve it?
is there any way to resolve it or i have to backup and renestall the servicedesk plus?
i would restart the server but it doesnt change delay of software.
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