DC update error
Hi there, I've updated DC from 92051 to 92063. Update process wrote "update successful", but DC service couldn't start, tray icon either. I tried: 1. Restore files updated by 92063 with no luck 2. When 92073 rolled out I trued to upgrade to it, but I'm getting error at the beginning of installation: "Unable to install the patch." I have backups of DC folder at 92051 release. What can I do now?
Multiple Tomcat Port Issue
Hi, we have on our server two separate tomcats running. One obviously for SDP on 8080 and another one on with a different software (Jira) on 8081. Since the last update we having issues that SDP is also adapting the port of the second independent tomcat on 8081. We have been able to rule out the issue on the second tomcat and are confident that the problem only exist as of previous updates of SDP. Please find attached screenshot. i.e.: http://xxx.com.au:8081/commFrame.do Failed to load resource:
Unable to start Servicedesk Server after installation
Hi All, I've been working on setting up the test (production server is working fine) server for Servicedesk, though after installation, and connecting to the database; I am still unable to start the application and access the web portal. I've double checked on the port number in use, DB, service is running, though nothing worked. The service is running right now, though the portal is not accessible, I've restarted the application/service, and windows server though still no change. Sincerely,
dcappcontrol flagged as adware
Hi FYI, since the DC agent was updated to 9.2.071.W, several antivirus tools such as BitDefender, F-Secure, GData, eScan etc. flag dcappcontrol.exe as Adware.Crossrider. There were no problems with agent 9.2.058.W. Regards Stefan
Random/temporary SW install errors
Hi, I am using DTC for one year by now. I see some errors during software deployment which "do not make sence" - or I cannot understand why they happen: Errors like: Error occurred while fetching the package path url Unknown Error. Code : .... A fatal error occurred during installation The strange thing is: 1.) These errors do not happen to all clients! I deploy new SW to about 70 PCs (I have tested the deployment before!) and maybe 2-3 random clients get errors! 2.) After one or two retries the
Phantom technician
Hi, We have the same problem as the request (https://forums.manageengine.com/topic/created-an-extra-technician-record-can-i-delete-it) in that we have a phantom technician that was created in the wrong way. Apparently, the technician was manually created in the first instance, but when that didn't work, an old technician account for someone who left the company was modified (even though we use Active Directory accounts...) In an effort to resolve the problem, we probably compounded it by changing
SDP possess high I/O
dear all, I have critical problem that SDP verion 9218 suddenly take high CPU usage and hang up, now I cannot start again, the only setting that I have did before is turn off and turn on pass through, but still the application work fine for few hours before it suddenly failed. Please help thank you ! Brgds, Tai
Unable to Import Tickets with Custom Status
I am attempting to import tickets from a legacy ticketing software, however, am unable to import tickets that have a custom status. The customized statuses have been created within the SDP installation and I am able to assign existing tickets to these statuses. However, when conducting the import, the import fails.
Reconfigure OpManager build 12100 to use MySQL database backend instead of PostgreSQL
Hi, as the title stated we're evaluating a step towards MySQL instead the default PostgreSQL bundled in the latest 12100 build. I tried the procedure stated here https://forums.manageengine.com/topic/reconfigure-opmanager-to-use-mysql-database-backend but the service won't start - I can't even find the startup script or binaries for the MySQL server in the root path. Thanks, Marco
Issue installing APM under Ubuntu Server 16.04
Hi, I'm having a hard time installing the APM plugin (taken from https://www.manageengine.com/network-monitoring/29809517/ManageEngine_OpManager_APM_PlugIn_64bit.bin) in a brand new Ubuntu Server 16.04. I previously installed OpManager Essentials (from https://www.manageengine.com/network-monitoring/29809517/ManageEngine_OpManager_64bit.bin) in /opt/ManageEngine/OpManager - the daemon starts up correctly. I'm giving the desired installation path "/opt/ManageEngine/AppManager" to the binary installer,
ShutDownOpManager.sh script not working
The only way to shutdown the numbers of processes spawned by the startup script is to call bin/ShutDownOpManager.sh from the OpManager install path; but the script doesn't work. Running as root, brand new system, root@opmanager:~# cd /opt/ManageEngine/OpManager/bin root@opmanager:/opt/ManageEngine/OpManager/bin# ./ShutDownOpManager.sh admin admin You don't have permission to shutdown the OpManager As the other problems reported, it's easily reproducible: install a brand new Linux distro and watch
Details missing in request History
Good morning, I have a few requests in SDP that are not showing the usual detail on the history tab in the request view. Normally I would see that the request was updated at a certain time by a certain user, and then the details of what fields were updated. For these tickets, it shows that the request was updated, but with no information on which fields. I have attached a screenshot of one of the tickets. I also ran a report of the request history, and these particular requests are not appearing
Spell Checker not Working
Hi, Is anyone else having issues with the Check Spelling feature? I have had multiple reports from technicians here that when they click Check Spelling when replying to requesters, the message "Checking..." appears but nothing happens even after a lengthy period of time. I have tested and can replicate the issue every time. I have tested in Chrome, IE and Firefox and have the same results in all three browsers. We are running build 9112. Thanks, Daniel Comley
Service Level Agreements do not apply properly
Good day, I have set up a service level agreement rule that should classify all incoming tickets as normal. It is then the responsibility of First Line support to assign a more urgent or less urgent SLA. Some tickets do not get classified though even though the requester based rule does contain the requester name. How do I go about resolving this? Can you not create simpler rules that assign SLA based on Site? Regards,
API Images / Outlook add-in
Hi, We have been developing a product called V-Technician for Service Desk Plus and use their API Now we have finished implementing the same functionality for Service Desk On-Demand and that work very well except for two issues/limitations 1. When is request is fetched the id returned is the local id for example 799 and there seems to be no way to retrieve the global id 95000084392 that would be useful for example to divert the the user to the SDP On-Demand portal to access the request. 2. Support
Send Registration does not translate 'macros' into text
I'm trying to use the macro %givenName% but the email contains the literal text rather than expanding to the name. Also, is there a way to insert line characters? Thanks, Adam
mail fetching stopped when there is an email matched business rule
dear all, I am using Standard edition of SDP and I have just update SDP to latest version 9.2 Build 9218 ; now I have a problem that everytime mail fetching met business rules that I defined, it will stopped. my work around now is to stop business rules until I found out what really happening ? Can you help on this case thank you ! Brgds, Tai
Annoying popup when selecting 'Complete' of helpdesk request.
Since upgradinging from 9.2 Build 9210 to 9.2 Build 9213 there is now an annoying popup whenever you select Complete. Mandatory fields for Closing Request Request cannot be completed. Please fill the following fields - -> Category -> Technician I know that these fields need to be filled in but in previous releases, you got a message in red AFTER clicking Update request. Now the flow of the form is broken, you have to go down and fill in the category and technician and then go back to the top and
dcagenttrayicon dissapears randomly from taskbar - Windows 10
dcagenttrayicon dissapers from the taskbar even when the service is still running. You can get it back by logging off or restarting but it it happens too often and I feel that it needs to be addressed. This is a problem on all Windows 10 machines and some Windows 7 machines. Is there a quick work-around to for a non-admin to get their icon back? Thank you!
Missing/Hidden Site
Dear, During the initial setup of SDP, I had created a site pertaining to the main branch. However, I've recently noticed that it is missing from the list of sites, in all modules of SDP; though when I try to create a site with the same name, I get an error message that it already exists and I can't create a duplicate. I've checked in all modules of SDP, and it isn't available where trying to link a request, templates, problems/changes, requests/technicians, or assets. I've searched for any possible
Technician is seen as Requester after server restart
Good day, We have a 2 technician license. I have deleted the built in Administrator and added both technicians, myself, who is also the Admin and my assistant who is only a site admin. For months I have been auditing the system, adding purchase prices, depreciation, non-IT assets and the like. After a restart, when I log in, the system things I am a requester! How do I resolve this? Regards
Error to start after update
Hi We tried to update SDP and some erros occurs. Now we can't start the service. Already tried to restore backup with no success
What's happening with iTunes patch support?
It would appear that you guys have not released a patch for iTunes since October 2015. I have just spoken to one of your support techs, today, who said it is a known issue because Apple changed the download link from HTTP to HTTPS. I pointed out that a similar download issue with Java, just a couple of months ago, was fixed within days. However, the iTunes issue hasn't been fixed for six months, so far. Can we please get some better commitment from the DC team, on a fix date, for this please?
SLA Wokring
Hi Dude, I have setting SLA and Priority, it's work, notification working but i have some problem: SLA does not work in after office hour, the ticket will have violated. Chromology: - I'm setting Operational Hours : 08.00 - 19.00 - Ticket come, in time 20.04 (5 june 2016 - before assign engineer), the ticket not violate - After assign help desk team (08.02 6 june, 2016) tikcet is violate - Check capture configure SLA: Thanks For Response
Picking up several requests at a time caused a merge action too
Hi, Our technicians are reporting that in some cases, when they select several requests from the main view an use de drop down "action" menu to select "pick-up" the systems performs the pick up but ALSO a merge! This is not happening everytime but it happens sometimes, which causes big confussion to customers. Do you know why is this happening? Anyone there with the same problem? @Database Name = Microsoft SQL Server@ @Database Version = 09.00.5057@ @Current Build = 9121@ @32 / 64 bit installation
Problem with installing agent with .bat file and self-service
build: 92071 after installing agent with .bat file I have a particular issue where self service wont work. here are my screenshots. The group is reading my windows 7 machine as VISTA? that would be incorrect. BUT... It is CORRECT in inventory... Still doesn't explain why self-service is not displaying any of my packages I believe I have found a bug..
NetApp Audit
Hi, We installed ADAudit last week, and i have some questions. Everything is OK for the Active Directory audit but for the NetApp audit we encountered some problems. Firstly, i cannot access to the information in the "New version" interface. It's not really annoying, but i don't know if it's a bug or if it is related to our implementation. Secondly, queries are very long even when we choose a shorter period. Is there a maximum volume that can handle the product? Indeed the NetApp audit generates
Task Owner are not notified when there is a reply from the requester on the ticket
Dear Support Team, I have noticed that if the task owner is different from the ticket owner only the ticket owner will be notified when there is a reply from the requester. but not the task owner. we need an option to notify also all the task owner if there is a reply from requester. and an option to view all notification in the notification bell. and a marking if you already read the notification or not.
Unable to add software with similar name
I am having an issue with adding a new software that has a similar name to another software. The applications are called NetSupport School and NetSupport Notify. I was able to add NetSupport School, but when I try to add NetSupport Notify, it says that the software already exists. They are two separate applications and I should be able to enter them separately.
Page Isn't working
Hi Dears In the user groups when i set more than about 25 requester to the user group,the preview doesnt work and show me Page doesnt work instead of showing list of users. How i can solve this issue? is it my problem and i have to use more than one user group or its a public problem from servicedesk plus? Thanx
Mobile App for Android - Monitor Groups Times out
Hello, I can use all other features in the applications except for monitor groups. I have even limited it to just one group, to see if it was too complex, and it doesn't load. I get a popup saying it timed out, and then shows no monitor groups. My user has correct settings and can access via webconsole, i have also tried the administrator account, also not working. Any help on this would be appreciated. Best regards, Carlos Shrimpton
Error modifying workstation
Hi, I'm using SDP 9118. I correctly discovered a lot of workstations and servers. Now I'm trying to manually modify the description, but when I save I get this error (see attach): "FAILURE: Problem while saving workstation details 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 Suport -> Create Support File" Can you help me? Best regards, Sutot
need help to setup dependent monitor
Hello All i want to setup monitoring for urls, where i have 2 different url and alert should be generated only when both are down. can someone tell me how to setup this.
SD On Demand - notifications for request type change
When a technician changes a requests "request type" I need to have service desk send out an email notification to the requester. I have been unable to do this with a notification or business rules but this becomes a major communication problem for our sequesters to not get this notification. The impact is we use different requests types to define how it goes through our IT workflow and a change has a huge impact on the time frame a request is processed. Is there a way to notify the requester when
Juniper ScreenOS devices failing
I've been evaluating the software on a demo and I'm running into some strange issues with Juniper ScreenOS devices occasionally working. If I run a password verification I get this message. This is the config for my device which I believe is correct. BTW, the DNS name is obscured. There is an IP address in there normally. :) If I look in the Juniper log I see the following. It looks like it's trying to log in with wm-juniper when screenshot #1 shows that it should be using administrator. Also, it's
Licence expired - New licence purchased but service fails so cannot apply
Firewall analyzer has been down for some time but I have just spotted it due to needing to renew the licence. The drive the application is on had filled up but has now been extended. The wrapper log shows the following error on service launch: STATUS | wrapper | 2016/06/21 16:53:44 | --> Wrapper Started as Service STATUS | wrapper | 2016/06/21 16:53:44 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2016/06/21 16:53:44 | Copyright (C) 1999-2012 Tanuki Software, Ltd.
Request approval bug?
Build: 9217 DB: MSSQL Issue: Approval links within email. When an approval email gets sent to an approver, the approver clicks the link and gets message: If they log into the portal, under home page, they can approve by "Take Action" Why can they approve the request from home page but not by email link? Regards,
Error trying to manage MSP Business Rule
Hi, when i try to accesso to MSP Business Rule page, i get this error: "All sites in the selected account refer to 'Default Settings'. Only an administrator can create or modify configurations for 'Default Settings'. He can do this by selecting 'All Accounts' in the account combo-box and 'Default Settings' as site" (see attached file). I have admin user, and i also tried with ADMINISTRATOR user but the problem is the same. How can i fix the problem? Thanks. Best regards.
Remote-Control Winkey glitch
I was actually testing another issue (I can remote-in but can't use DC system manager tool) when the remote-user lost control of her PC that I remoted into (HTML5 viewer). The setup: Head office - DC Server - DELL PC using chrome (LAN) to connect to remote-office using HTML5 viewer Remote office - DELL PC (identical to mine) After a successful remote-access session (and then disconnected) the remote-PC thinks that the windows-key is being held down all the time. Getting the remote-user
In version 12710, the username and password are not being populated in the edit page of Windows monitors, when we use windows local users
In version 12710, the username and password are not being populated in the edit page of Windows monitors, when we use local users Example of user with problem: "130.10.92.192\universe". This is the message in Chrome: In Firefox is similar: "SyntaxError: malformed Unicode character escape sequence"
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