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Re : Report Usage Error

February 9, 2017, 2:15 am
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Re : Report Usage Error

February 9, 2017, 2:50 am
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Thanks, I have monitored it especially with the scheduled reports and it occured even though nothing was scheduled.

The main issue now is to get my reports working. ( is there anyway of fixing the issue beside having to rename the folder and restart the application?)

currently i have to log into another technician profile just to generate reports.





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Re : Edit the filter list

February 9, 2017, 4:07 am
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Thank you, Gopinath. Are these system request filters stored in the database?

Regards,
Kerim
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Re : Edit the filter list

February 9, 2017, 9:05 am
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E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.

February 9, 2017, 10:48 am
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I know this topic has been covered before but I'm at a dead end.  New install of ServiceDesk MSP on AWS running on Ubuntu 14.4.  I also have an iRedmail server running on AWS for email.  I have been unable to add inbound mail using any mail protocols (IMAP, POP, POPS, Etc) using the external IP, AWS hostname, mail hostname, private IP address, etc..  I am able to telnet from within the AWS private network from the servicedesk host to the mail server as well as externally.  All ports are open on the firewall and Im able to connect to my mail server with mail clients without any issue.  Can anyone provide any guidance?  Thanks!


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Re : E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.

February 9, 2017, 11:18 am
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Hi,

If you were able to connect to the mail server while doing a telnet, then you may just try a to restart the application service and check if that works.

A better solution would be to change the connection type in ServiceDeskPlus-MSP mail settings to IMAPS instead of IMAP and select the TLS option.  That way you don't allow plain text passwords going to your Exchange server.

Kindly refer to the below link to get a better clarity towards the same. In case if you still face any challenges, feel free to drop an email to sdpmsp@manageengine.com. Thanks for your understanding.


Regards,
Gopinath J
Direct Support Number : +1-408-352-9131

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Re : E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.

February 9, 2017, 2:03 pm
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I'm an IT professional, of course rebooted several times :-)   NONE of the connection types work (POP, POPS, IMAP, IMAPS w/o TLS, IMAPS w/TLS).  I am able to connect without issue to the same mail server and account (default ports) using our spiceworks installation.  This has to be something within ServiceDesk, is there any other configuration settings I can try?
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Re : E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.

February 9, 2017, 2:07 pm
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Re : SLA Escalation - Business Hours

February 9, 2017, 7:06 pm
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Hi Shalyse,

Yes that makes sense. We currently have your requirement in our road map and we would add the feature in one of the future hotfix on priority and demand basis.

Here is the ID for the feature request you have suggested us (MSP SDF- 2801). 

This ID is for us to keep track of new feature requests made by our customers. You can know the status from this page. We will analyze this feature further and based on the priority and demand from all the users we will implement it in the product. So we could not provide the time frame for it's availability now. 

We will update this feature ID in our Read Me available here once it is released. You will receive a notification about the hotfix / Major releases if you provide your email address in About page present in our application user interface. 

Note: You may vote for this feature by finding the ID in the below link.


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Re : Report Usage Error

February 10, 2017, 2:58 am
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Removed support group still selectable

February 13, 2017, 6:21 am
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Hello,

We have removed an obsolete support group, but we can still see it as a selectable support group when we create a new ticket. How can we permanently remove it from the database? We are using build 9009.

Kind regards,
Kerim Berkeveld
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Re : Creating requests with requester details using REST API (json).

February 13, 2017, 7:38 am
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Hi, 

I would like to get / set worklog time using scripts for templates. 

a custom field named "Time" , numeric type, and create an entry in the work log once We submit the form, passing the Technician logged, and the number typed in the Custom Field "Time"

var techLogged= $CS.getLoggedInUserName();
var time           =$CS.getValue("WorkOrder_Fields_UDF_DOUBLE1");  

is that possible? 

Thanks in advance, 
regards


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Re : Creating requests with requester details using REST API (json).

February 13, 2017, 8:41 am
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Hi Javier,

I would say 'YES'. It is possible to add the entry for the custom field under worklog via REST API. Kindly refer to the below link and sample to meet your business requirement. I hope this helps all. Thanks.


Sample Input : 

data={
"operation": {
"details": {
"worklogs": {
"worklog": {
"description": "Diff charges",
"markFirstResponse": "true",
"startTime": "1354505457838",
"endTime": "1354505887838",
"technician": "administrator",
"test":"1234"
}}}}}

PS : The field 'test' is the custom worklog field. Thanks for your understanding.



Regards,
Gopinath J
Direct Support Number : +1-408-352-9131


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Re : Removed support group still selectable

February 13, 2017, 9:58 am
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Sharing AD user accounts across multiple MSP Accounts

February 14, 2017, 8:39 am
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I have our SD MSP set-up with our Cloud team as the main MSP account (1 - HOST). We've set-up our AD and have everyone in as requesters and all is good. 

Now our IT department wants to come into our MSP application. We'd be using the same AD accounts but we want to set them up as a separate MSP Account (1 - IT) so we can split out the Service Catalog as well as incident & request templates.

Under Window's Domain Scan, I edited our domain and set it to share with the "1 - IT" account.
I then went into Active Directory > Import Requesters from Active Directory. I selected the "1 - IT" account and used the domain set-up for the "1 - HOST" account. It ran the import and actually MOVED the requesters from the "1 - HOST" account into the "1 - IT" account. Not what we wanted. We wanted the two MSP accounts to SHARE the AD accounts so the same requesters would be in both MSP accounts.

How can I set this up properly?

We don't want to set IT up as a site because then we can't separate out the service catalog and templates like we could if they were set-up as an account.

I appreciate any help in getting this set-up properly!

Thank you,
Tammy


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Re : Sharing AD user accounts across multiple MSP Accounts

February 14, 2017, 10:46 am
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Hi Tammy,

Your detailed explanation is highly appreciated. However, as per the behavior of the application, it not possible to have the same set of users under an other account. 

Say for instance, if there is any duplicate entry for a same requester, there are possibilities for request notifications to get triggered from an incorrect email address and the request raised by that user via email might fall under an incorrect account. 

The domain sharing concept that you have explained in your post is perfectly fine. However, you can't have the same set of users under two or more accounts. Thanks for your understanding.

Regards,
Gopinath J
Direct Support Number : +1-408-352-9131
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CANT SEND EMAILS FROM SERVICE DESK PLUS V8 -MSP

February 16, 2017, 12:51 am
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I have a Service Desk Plus v8 - MSP setup.

My tickets are created from incoming emails so I can tell my incoming mail is working fine.

Problem is that I am not able to send replies to a requester from Service Desk.

Notifications are not sent also from service desk.

I have tested my SMTP relay using the command below and I received the email in my mail box.

"Send-MailMessage –From user@domain.com –To user@hotmail.com –Subject “Test Email” –Body “Test SMTP Relay Service” -SmtpServer smtp.office365.com -Credential $msolcred -UseSsl -Port 587"

My Outgoing Mail setup is configured thus;

Server Name: SMTP.office365.com
Email Type: SMTPS
TLS: Enabled
Port:587. I have also tried port 25
The require Authentication box is checked also and details filled in.

Below is a pool from the logs.

[10:04:46:003]|[02-14-2017]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[22]|: Exception while trying to send notification for the request.|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.
at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1147)
at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:635)
at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotificationAsHtml(NotificationFactory.java:613)
at com.adventnet.servicedesk.utils.WorkOrderUtil.notifyOnRequestSynchronous(WorkOrderUtil.java:2339)
at com.adventnet.servicedesk.task.RequestNotificationTask.executeTask(RequestNotificationTask.java:60)
at com.adventnet.workengine.task.internal.TaskManagerImpl.executeTask(TaskManagerImpl.java:706)
at com.adventnet.workengine.executor.internal.WorkFlowExecutor.executeStartingTask(WorkFlowExecutor.java:160)
at com.adventnet.workengine.executor.internal.WorkFlowExecutor.executeWorkFlowTemplate(WorkFlowExecutor.java:115)
at com.adventnet.workengine.executor.internal.WorkFlowExecutor.executeWorkFlow(WorkFlowExecutor.java:105)
at com.adventnet.workengine.internal.WorkEngineImpl.executeWorkFlowWithoutTransaction(WorkEngineImpl.java:422)
at com.adventnet.servicedesk.utils.WorkOrderUtil.notifyOnRequest(WorkOrderUtil.java:2157)
at com.adventnet.servicedesk.utils.WorkOrderUtil.notifyOnRequest(WorkOrderUtil.java:2123)
at com.adventnet.servicedesk.utils.WorkOrderUtil.notifyOnRequest(WorkOrderUtil.java:2110)
at com.adventnet.servicedesk.utils.WorkOrderUtil.notifyOnRequest(WorkOrderUtil.java:2103)
at com.adventnet.servicedesk.mailutils.MailProcessor.addWorkOrderAndHistory(MailProcessor.java:2505)
at com.adventnet.servicedesk.mailutils.MailProcessor.processEMail(MailProcessor.java:1467)
at com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask.emailThread(MailFetchingTask.java:300)
at com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask.<init>(MailFetchingTask.java:59)
at sun.reflect.GeneratedConstructorAccessor66.newInstance(Unknown Source)
at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source)
at java.lang.reflect.Constructor.newInstance(Unknown Source)
at java.lang.Class.newInstance0(Unknown Source)
at java.lang.Class.newInstance(Unknown Source)
at com.adventnet.workengine.task.internal.TaskManagerImpl.executeTask(TaskManagerImpl.java:705)
at com.adventnet.workengine.executor.internal.WorkFlowExecutor.executeStartingTask(WorkFlowExecutor.java:160)
at com.adventnet.workengine.executor.internal.WorkFlowExecutor.executeWorkFlowTemplate(WorkFlowExecutor.java:115)
at com.adventnet.workengine.executor.internal.WorkFlowExecutor.executeWorkFlow(WorkFlowExecutor.java:105)
at com.adventnet.workengine.workflow.ejb.internal.WorkFlowExecutorBean.executeWorkFlow(WorkFlowExecutorBean.java:105)
at sun.reflect.GeneratedMethodAccessor142.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at org.jboss.ejb.StatelessSessionContainer$ContainerInterceptor.invoke(StatelessSessionContainer.java:683)
at org.jboss.resource.connectionmanager.CachedConnectionInterceptor.invoke(CachedConnectionInterceptor.java:186)
at org.jboss.ejb.plugins.AbstractInterceptor.invoke(AbstractInterceptor.java:94)
at org.jboss.ejb.plugins.StatelessSessionInstanceInterceptor.invoke(StatelessSessionInstanceInterceptor.java:72)
at org.jboss.ejb.plugins.AbstractTxInterceptor.invokeNext(AbstractTxInterceptor.java:84)
at org.jboss.ejb.plugins.TxInterceptorCMT.runWithTransactions(TxInterceptorCMT.java:315)
at org.jboss.ejb.plugins.TxInterceptorCMT.invoke(TxInterceptorCMT.java:148)
at com.adventnet.authentication.interceptor.SecurityInterceptor.invoke(SecurityInterceptor.java:108)
at com.adventnet.audit.interceptor.AuditInterceptor.invoke(AuditInterceptor.java:128)
at org.jboss.ejb.plugins.LogInterceptor.invoke(LogInterceptor.java:191)
at com.adventnet.logging.tracing.TracingInterceptor.invoke(TracingInterceptor.java:136)
at org.jboss.ejb.plugins.ProxyFactoryFinderInterceptor.invoke(ProxyFactoryFinderInterceptor.java:122)
at org.jboss.ejb.StatelessSessionContainer.internalInvoke(StatelessSessionContainer.java:331)
at org.jboss.ejb.Container.invoke(Container.java:709)
at org.jboss.ejb.plugins.local.BaseLocalProxyFactory.invoke(BaseLocalProxyFactory.java:419)
at org.jboss.ejb.plugins.local.StatelessSessionProxy.invoke(StatelessSessionProxy.java:83)
at $Proxy98.executeWorkFlow(Unknown Source)
at com.adventnet.workengine.executor.internal.RemoteWorkFlowExecutionHandler.execute(RemoteWorkFlowExecutionHandler.java:77)
at com.adventnet.workengine.internal.WorkEngineImpl$WorkFlowExecutorThread.run(WorkEngineImpl.java:931)
at com.adventnet.workengine.service.ThreadPoolService$WorkerThread.run(ThreadPoolService.java:256)
at java.lang.Thread.run(Unknown Source)
Caused by: javax.mail.MessagingException: Exception reading response;
  nested exception is:
javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection?
at com.sun.mail.smtp.SMTPTransport.readServerResponse(SMTPTransport.java:1462)
at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java:1260)
at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:370)
at javax.mail.Service.connect(Service.java:297)
at javax.mail.Service.connect(Service.java:156)
at javax.mail.Service.connect(Service.java:105)
at javax.mail.Transport.send0(Transport.java:168)
at javax.mail.Transport.send(Transport.java:98)
at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1132)
... 51 more
Caused by: javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection?
at com.sun.net.ssl.internal.ssl.InputRecord.handleUnknownRecord(Unknown Source)
at com.sun.net.ssl.internal.ssl.InputRecord.read(Unknown Source)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.readRecord(Unknown Source)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.performInitialHandshake(Unknown Source)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.readDataRecord(Unknown Source)
at com.sun.net.ssl.internal.ssl.AppInputStream.read(Unknown Source)
at com.sun.mail.util.TraceInputStream.read(TraceInputStream.java:97)
at java.io.BufferedInputStream.fill(Unknown Source)
at java.io.BufferedInputStream.read(Unknown Source)
at com.sun.mail.util.LineInputStream.readLine(LineInputStream.java:75)
at com.sun.mail.smtp.SMTPTransport.readServerResponse(SMTPTransport.java:1440)
... 59 more

Does any one have an idea of what could be causing this?
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Re : Removed support group still selectable

February 16, 2017, 5:53 am
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Topic can be closed, I have received scripts from Nirmal Nathan to permanently remove the support group 
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Re : CANT SEND EMAILS FROM SERVICE DESK PLUS V8 -MSP

February 16, 2017, 7:07 am
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Hello Elcie,

If you are using 587 with TLS enabled, refer the below link (to run the extracted batch file) and check the status :


Also try the following and check if either of these work :
 
1. Email Type : SMTP , TLS Enabled : Yes , Port : 587.
 
Save this configuration and restart the application services once before checking, if mails are sent out.
 
2. Email Type : SMTP , TLS Enabled : No , Port : 587.
 
A restart of the application is necessary for the changes to take effect. Make sure the settings for outgoing set in your mail server settings is the same as you had provided in the Application. If at all the issue is persistent. Please drop an email to our support team (msp-servicedeskplus-support@manageengine.com). We will be glad to assist you further.

Kind Regards,

Ajay Kumar

 

Direct Support Number : +1-408-352-9131

Refer here for : Issues Fixed | Road Map Features | Useful Documents 

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Best way to set up a recurring (monthly) task

February 16, 2017, 9:46 am
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I am looking for the best way to set up a recurring ticket or task. I have something that needs to be done the 1st of every month and it can be picked up by different people.
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