FAILURE: Exception occured while performing the operation. --> Changing from template from default to a custom form template
Hi guys, I ran into the following issue: When changing the request template of an existing default request to one of our custom templates, I receive the following error: "FAILURE: Exception occured while performing the operation." When searching through the log I can see the following issue: [13:06:11:798]|[01-30-2017]|[com.adventnet.servicedesk.workorder.action.WorkOrderAction]|[SEVERE]|[70]|: update of workorder 39903failed. Exception while updating Workorder. Unknown column GUDF_CHAR9 in the table
Error mac installation
I try to install the mac agent to Macintosh with S.O "Captain".... but it shows "Error during installation". Please, Where are the logs of installation to see the problem . Thanks in advance.
Unable to install updates.
I keep getting the following error when trying to update. ("The file may be corrupted or check for the available disk space.") I do run the updatemanager as Administrator. I am struggling to get support to remedy this issue.(See attachment.)
New Hotfix 10.0.45
I got a newsletter stating the newest hotfix is verison 10.0.45. but when i go to download the latest hotfix I only see the download for build 10.0.30. where can I download this hotfix?
OpManager has detected that it has lost network connectivity and has suspended all monitoring. Monitoring will be automatically resumed once connectivity is established.
I have just discovered Opmanager has decided "OpManager has detected that it has lost network connectivity and has suspended all monitoring. Monitoring will be automatically resumed once connectivity is established." last Friday. I have checked and its network remained perfectly fine (Its connected to an internal network on one nic and the internet via another port) and its Event Log shows no issues with network connectivity. How do I control how this is triggered and what device is it monitoring
Hyper-V Orphaned VM's after Dynamic Optimisation
Good afternoon I have successfully discovered our 4 node cluster and all VM's attached to these however i have come across an issue where the VM's will become orphaned if they move Host. We use Dynamic Optimization and the VM's will automatically move Hosts if the current host becomes overloaded. I am unable to find a way to manually or automatically update the hosts/VM's to show the new host, instead they become orphaned. I found a post stating that you had a patch for version 11200 but
Report File (.XLS) Corrupted
Hi, Why i cannot open report .xls file after i download it, and it said "excel found unreadable content....". Before it was okay. I attach the report file. Thank you.
SDP MSP - Problem to export reports to XLS
Hi, We have a problem to export reports to Excel. Always that I need to export a report that time range is more than four or more months, the reports was created with differents values. For example, I generated a report that time range is 01/01/2016 to 21/12/2016, and result is "2305" requests: When I'll export to XLS, this values appars wrong: As you can see, results are different to the same reports. I attached the support file and three example reports to analise results: File Download Link
Custom Trigger not working consistently
I have a custom trigger for performing some automation around high priority tickets. The rule always triggers when a the ticket is created; but only sometimes triggers sometimes when the ticket is edited and set to resolve. Is there any explanation for this behavior? The rule is set to trigger on Create and Edit status "is" "Open", "Acknolwedged" , "Resolved"
Build within report
I have a requirement to export a csv report with the following fields Computer Name Service Tag IP Address Operating System Service Pack Build Last Boot Time Last Scan Time Shipping Date Warranty Expiry Date Agent Version Last Successful Scan Within reports I have the option to select all but Build. I know this is recorded as within Inventory I have dc.common.BUILD_NO but it's not an option within custom reports. any ideas. Also is it possible to add to this report 'Agent Status'? Stephen Fowles
Approval Workflow Issue or Intended Functionality?
9.2 Build 9238 MSSQL We have a number of templates that have an approval workflow. This morning it was brought to my attention that after a ticket has been approved a technician edited a resource field on that template with some missing information. This edit activity caused the approvals to all be resent. I don't recall seeing this behavior before nor do I see it described in the user/admin guide; however I could see where this could be intended functionality--however if it is I would need to understand
Job execution Failure
Hi, I need help to solve this issue, we have many error logs like this and some notifications are not sent JobExecutionFailure: jobId:106671; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[106671],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":6243,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@2f537f63"],"errorInfo":[null]}
Technican Appear in drop down list while creating a ticket but it doesnt exist as a real technician
We are currently experiencing and issue when trying to select a technician who appears in the pick list but doesn't actually have a real tech accounts how can we remove this bug. Our Current Your Version : 9.1 Build 9120 We will be updated to latest version soon but in the meantime we need to fix this issue before that happens.
Technician has gone missing, and cannot be re-added.
I tried to remove a technician and convert them back into a requester. They no longer appear in Technicians, but they also do not appear in requesters even after re-importing Active Directory. I cannot re-add them manually as a technician as it tells me the login name already exists. The technician can still log in as a technician, but all their access/admin rights have gone. I've got a case open - 8013167 - but had no reply yet.
Change arrange error
Hi, We upgraded Service Desk from 9049 to 9.2 Build 9238 successfully. We faced an error when we arrange Changes (My openChanges, All Changes, Closed Changes etc) And when we arrange tasks the same error. This happens for most of our technicians. For 2-3 technicians its ok. We try to clean browsers clear cache, history etc but still the same error. Attached you can find the error. Regards
ADManager Plus favicon not displaying
I wanted to update the favicon for my AD Manager environment, but before doing so I noticed the current favicon is not even displaying. It shows up with the default blank page icon. I see what looks to be the intended favicon named E:\ManageEngine\ADManager Plus\webapps\adsm\images\adap_favicon.ico, but it is not displaying in the browser.
RSA integration linux
I have problem with PMP RSA integration. Centos7 64bit, PMP 8504 It seems cannot call RSA API Authentication failed: serverout.log: [09:15:57:192]|[10-27-2016]|[SYSOUT]|[INFO]|[77]: Caused by: java.lang.NoClassDefFoundError: Could not initialize class com.rsa.authagent.authapi.logger.AgentLogger| I tried over SLES, PMP 6.8, 7.6,8.5, 32bit versions with no success In windows environment works perfectly, but I need on centos.
Adding whitelist to PMP
Hi I'm trying to add a whitelist to only allow access to PMP from only itself (the server where PMP is installed). I created the following rule as per the documentation: <Context path="" docBase="PassTrix" debug="0" useHttpOnly="true"/> <Valve className="org.apache.catalina.valves.RemoteAddrValve" allow="127.0.0.1"/> <!--Context appBase="" debug="99" docBase="${server.dir}/help" path="/help" reloadable="true"/--> But when I try and connect via the browser it seems to connect
Schedule report error
Hello to all, we have experienced problems with scheduled reports for a specific technician only when report is scheduled with XLS format. This is the error message: java.lang.NullPointerException at com.adventnet.servicedesk.utils.ServiceDeskUtil.isUserContainsRole(ServiceDeskUtil.java:4621) at com.adventnet.servicedesk.reports.utils.CustomReportDesigner.addSiteCriteriaForRequestReport(CustomReportDesigner.java:1441) at com.adventnet.servicedesk.reports.utils.CustomReportDesigner.alterCustomReportSQL(CustomReportDesigner.java:423)
AerData ServiceDesk Critical Issue
Good morning all, It appears that ServiceDesk is not working properly at the moment for AerData. There was a glitch in SD a few moments ago which made it unavailable for a couple of seconds. Now it’s available again and the new tickets that are coming in are fine, but the pre-glitch tickets are not displaying any information. Could you please verify this issue ASAP? Thank you and kind regards, Bruno Rego
SD Update uninstalls
Every time I perform an update, the ppm unpacks and then says (after about 10 minutes) that the update has successfully uninstalled. I restart the service and everything is fine be it that I am stuck on SP 38. The same has happened with 39, 40 and 41.
Issues with being able to RDP into systems with accounts that have not been shared to you.
We have 3 domains and with an administrator account logged in when we attempt to RDP to systems with OTHER DOMAIN ACCOUNTS we get the drop-down to pick the domain name, account name, reason, etc. As expected as an Admin account we have access to all the users/passwords so they all show up. However now we have normal user accounts for PMP. They have a single account shared out to them in a single domain, yet when they go to the Login with Other Domain Accounts they get the drop-downs for all 3 domains
can't delete tech group
I have a tech group that we don't use, try to delete it - get an error "can't delete group" why?
Mandated Resource Fields Not Being Enforced
I am on 9.2 Build 9238 and I have several templates that have resource fields that are mandated. I have noticed these templates can be submitted regardless of whether the mandated resource fields are completed or not. Is this a currently known issue, is anyone else seeing this behavior?
Purchase request email replies
When using the option to send email to requester in the purchase request module, if the requester replies back, a new ticket is created. This is problematic and messy. Is this what is supposed to happen?
Field and Form rules not working when "Applies to All Users" is selected
After building Field and Form Rules to be applied to all users, it only executes when the user is a Technician. I built a few Field and Form rules to change the Group to a specific group when a certain value in a dropdown list is selected. An employee in the Firm reported rules not working consistently. I have narrowed down the issue to requests submitted by users that are Requesters. The rules work just fine when the user is a Technician. I was reading the forum and it looks like users have had
Fields needs for Change Update via API
Currently, the change update API request requires the start and end time to be passed through. Is this by design, as they are required fields on the POST request, and are not changing as a part of the update request, or is this a bug? Thank you in advance for your assistance Mike
Unknown Error - Error Code : d615daf0
Dears, AD manager is giving some errors when updating user information, including password resets. Picture below: Kind regards, JS
Mobile App. SSL Certificate
I've sdp OnDemand on my android phone. it gives the below. tried to re-install the app. with no difference.
After updates PMP won't start
Hi I've just upgraded PMP step by step from 6500 to 8604 on Windows Server 2012 R2. I am now unable to start the service. In Event Viewer I'm receiving the error: The Password Manager Pro service terminated with the following service-specific error: The system cannot open the file. I am unable to uninstall any of the updates as the option is greyed out. I assume the issue is with connecting to the database, but I am unable to find any DB related Windows services. If anyone has any suggestions, that
Server Not Responding
Receive the following error from multiple people across the country in our organization...Sorry, server not reachable. Please check your internet connection or try after some time
404 Error on new install
Hi, We're evaluating this software based on some recommendations, but ran into issues right out of the gate. The install seemed to go fine and the only change we made was the web server port (from 80 to 8080). Opened the localhost web page and the login screen came up, entered the credentials and submitted them but the browser gets redirected to: http://localhost:8080/netflow/jspui/NetworkSnapShot.jsp Which produces a 404 error. Evaluation is now at a stand still.
Technician Auto Assign loses configuration
Dear all, We cannot pinpoint when, but from time to time, we lose people from the technician auto assign exclusion list. We add the technicians again, but after some time the issue reoccurs... We want only Service Desk Technicians to be auto assigned, so we have excluded all the other technicians. It seems the system only stores 40 exclusions, which is quite strange. Your Version : 9.2 Build 9227 Could you please advise? We are receiving this issue repeatedly.
patch 9.2.40 - "Font Family" improvement is a nightmare...
I am referring to the below behaviour change and assume that you haven't tested this "improvement" properly. Now, it is almost impossible to differentiate regular (read request) and bold font (unread request). It is very, very annoying and makes the work more difficult. Font family used across the product has been changed to 'Roboto' for consistency. Any styles added / modified by customer's manually will be removed during this upgrade. Customers have to redo the modifications again after the upgrade.
Problems with latest updates Layout of Request Module
Hi, We having issues with the layout of the system after the latest update 2938. A space occurs in the requests module where the "new incident" button is located. Please find attached a screenshot from our system as well as a screenshot from your demo system how it should look like. The deletion of the folder listed below did not solve the problem (and restart of application): server/default/tmp server/default/log applications/extracted We are running on Linux, and our license as below: Product Name
SNMP printer serial number
Hi, we have just rolled out a new fleet of Lexmark printers, SNMP works however it does not retrieve the printer serial number. I have added the following entry to the snmpconfigurations.xml file and restarted the service desk service with no luck. <snmpconfiguration devicetype="printer" Vendor="Lexmark" attribute="SerialNumber" oid=".1.3.6.1.4.1.641.6.2.3.1.5.1" /> I have tried variations of the above, changing the attribute to "SerialNo" and "ScannedSerialnumber" but these do not work either. the
Can't login in to Service Desk
We were trying out Service Desk Plus and for some reason it is now not allowing us to login. We still have the default password for administrator, but when we login in the page just flashes really quickly and then returns to the login with incorrect username or password. We are connected to MSSQL on another server and have this installed on Windows 2008 R2. There are no errors in the event viewer. Any Suggestions? thanks Wil
FAILURE :Database exception while discovering workstation. : Duplicate entry for key
FAILURE :Database exception while discovering workstation. : Duplicate entry for key Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. Currently this error is only happening to a single host. It is a VMware ESXi 5.5 Host all 5 other ESXi hosts scan properly.
Asset Scanning and communication
Hi All Before Christmas we deployed a new AV and firewall version. Now all of my clients aren't communicating with ME SDP. I've tried following various documents online to add exceptions. I was getting the first screenshot attached. I have now resorted to stopping the firewall service on my machine and then scanning it and then I'm getting FAILURE: Timeout in agent communication. I did try and log this with ME support but that isn't working and just keeps asking me for verification every time. Can
Password Manager Pro eventually crashes and won't restart
I'm evaluating Password Manager Pro for our company, and the service runs fine for a couple weeks, but then the service doesn't stay started. This happened during out last evaluation as well and were unable to finish testing. Any suggestions? Thanks.
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