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OAuth 2.0 for Microsoft O365 with Service Desk Email Reader
Introduction OAuth 2.0 is introduced in the PSA email parser for Office 365 in response to Microsoft's lifecycle announcement, in which they indicate that they will begin deprecating Basic Authentication. When using the Basic/Legacy Authentication application sends a username and password with every request, the Exchange…
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Unable to import procedure - Unapproved SQL Commands
PROBLEM I am unable to import a procedure, I get an error: Attempt to import procedure with unapproved SQL commands. CAUSE This is due to a missing SQL procedure on your KServer. RESOLUTION If you are adding an SQL Query or NonQuery into your procedure, you will need an associated XML file available on your KServer. More…
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Error when trying to delete a desk: An object name must be provided in order for me to locate proper meta object
PROBLEM Error when trying to delete a desk: An object name must be provided in order for me to locate proper meta objectCAUSE The error indicates that there were still tickets that were associated with this desk. RESOLUTION Please do the following steps: 1. Check and delete all the tickets: Navigate to Service Desk >…
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Where are ticket attachments saved?
QUESTION Where are attachment to tickets in Service Desk saved? Are they in the database, or on disk? ANSWER The text of attachments is stored in the database, however, attachments such as ZIP or JPG files are stored on disk. These can be found in c:\kaseya\webpages\ManagedFiles\VSATicketFiles The structure is a little…
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Service Desk does not appear in the list of my modules after changing my account type
Problem: I no longer see Service Desk in the list of my menu when I log into my VSA, what could be the issue? Cause: The cause of this behavior could be any of the following: 1. The Role you are logged in as does not have the SD Admin or AD User Role Type 2. The Server was just updated/upgraded and many modules aren't…
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Where do I find the output of the "WriteScriptLogEntry()" service desk procedure step?
QUESTION: I have used the service desk procedure step called WriteScriptLogEntry(). Where can I find the output of this step? ANSWER: This will write to the "Agent Procedure Log" (slightly confusingly). You can see this log in 3 places: 1. Agent Tab -> Agent Logs. Select the machine and select the "Agent Procedure Log" 2.…
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The inventory asset field in service desk>new ticket is missing an agent
Problem: The inventory asset field in service desk>new ticket is missing an agent Audit>view assets does not show the agent Cause: For an agent to show up in inventory list, an agentstate change needs to happen which will trigger a process to list this machine in inventory or audit>view asset page If somehow the agentstate…
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I have accidentally deleted some or all tickets from my service desk, is there a way to get them back?
Question: I have accidentally deleted some or all of my tickets from my service desk, is there a way to get them back? Solution: When you delete the tickets from service desk, these tickets are deleted from the database as well. So the only and the safest option to get these tickets back in your service desk is by…
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Service Desk Email Reader status shows the service desk ‘standard’ does not exist
Problem: Email request not being created as ticket . Email Reader status shows the service desk ‘standard’ does not exist Cause: Service Desk is not configured properly in the Ticket Request Mapping Procedure Solution :
Change the value of the Service Desk that matches the desk ID of your Desk Definition. Navigate to…
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Export Tickets per Organization in Service Desk
Question Is it possible to export tickets per Organization in Service Desk? Answer Yes, you can Export these tickets per Organization using the Import Center in the System Module. * Navigate to System > Server Management > Import Center> Select Export Tab * Click new Import > a New Export Dialog box will appear * Type in…