Blank Resolution Time = SLA Overdue?
Morning! We are attempting to address a few SLA issues in our system, and have observed the following problem... Requests w/NO Resolution time appear to be automatically flagged as failing their Resolution SLA. We have configured an SLA in this manner (eg. No Resolution Time) on purpose, as the specific type of work is open-ended / custom work that cannot easily be boxed in for time. Has anyone encountered similar issues?
[SDP MSP 8316] After upgrading to 8316 the urls of excel reports shown an error of certificate
Hello ME Team, We upgraded to the SDP MSP 8316 version last friday 26/02, and everything ok, until today when we started to export our monthly reports to excel this error shows when we click on the links of request id or subject.... When had no change in our microsoft version or certificates, and this is only happening after the upgrade of SDP and only on these reports. When we convert to a PDF file, the error is not visible. Can you help understand what is happening? Thank you. MIGUEL LAMPREIA
OnBehalfOf Issue
Hi all we have a big issue with OnBehalfOf everytime a technician opens a request and he saves the request we get following error message! Are we the only one with this issue? Version 9.1 Build 9121 Best, Esteban
SupportCentre pages are greatly zoomed in IOS 9, on Ipad
I used to access our SupportCenter application from an ipad and it worked just fine. With IOS 9, the "Login" and "Admin" pages works fine, but other pages appear HUGELY zoomed. I see ONLY the first two tabs, as shown in the image below. I know that SupportCenter has a mobile option (by using the /m option), but I really want to be able to see the "Desktop" version. Appreciate ANY help anyone can provide. LR
Upgrade Pack 7100 to 7500
We are currently seeing issue with this upgrade path. System Info: ------------------- Linux - CentOS 6.7 (64bit) 2 CPU 4GB Memory 25GB Disk space. We are performing the upgrade from the command line (No GUI available) Things done so far: upgraded Java from 1.6 to 1.7 using PMP instructions. Performed a soft link redirection for libDiskspace.so updatemanager.sh was trying to use the 32 bit version. We moved that to .NOLOAD then soft linked the 64bit version to where the 32 bit was. This allowed the
Issue with fetching data for Cisco 7609 routers.
Hello, We have cisco 7609 routers in our network and we have configured it to send cache flow to information to netflow server. I'am able to see the devices are detected and necessary interfaces have been managed on the server, The netflow server shows that it is getting flow from these devices however when we fetch any report for these devices we get a blank report/Graph. What could be the issue? Below is the part of configuration on the routers. ip flow-cache timeout inactive 60 ip flow-cache
Return of the 64k conversation limit
Hi, We are seeing more instances of the 64k limit creating an attached conversation html file. Installed build 9.1 Build 9110 We receive updates to tickets via email from customers. This particular update has no new email attachments - it has just created CONVERSATION_DESCRIPTION.htm I understand it was meant to be fixed in 9.1 build 9101. Regards, Scott
Monitor mapped drives through a vpn
Hello, My Subject looks like this one : https://forums.manageengine.com/topic/monitor-mapped-network-drive We want to find a way to monitor free disk space on a mapped drive through a vpn so using snmp because WMI don't work over a vpn here. I also tried MibBrowser and HrStorageTable doesn't list the mapped drive on the host. Are we able to monitor a mapped drive through a vpn using snmp or anything else ? Best regards, Samuel
Multi process monitor deletion
I can not delete multi processes. It is deleting only process at a time even when all of them are selected as per screenshot
How to handle many configurations for inital setup
Hi @ all, we use DTC very intensively for client configuration, especially for the initial setup of a new windows client. Until now we have over 15 configs that need to be executed on new clients. These configs are already "collections" which take several steps. Other execute batch files, edit registry entries or use the user management feature von DTC. Unfortunately I cannot make one big config because for excample I cannot run several scripts from one config (there is no "add more scripts"). Even
AD Manager Plus Application stops when loging out from server.
I have been running AD Manager Plus for 30 days without any issues on a Windows 2012 R2 server, but now suddenly when activated a license the AD Manager Plus application stops working as soon as I logout from the server. So I have to logon to the server again and start the AD Manager Plus application again. As long as my account is logged on to the server everything is working as it should, but as soon as I log off again the AD Manager application stops again. I can't find anything in the Event viewer
problem with tasks after update
After some of updates 9100-9202 i have problem with number of tasks. When i add more than one task in a request and complete them they are duplicates in head. I can't see them, but when i want close request, it doesnt because of there are not competed task. Also i can't complete dependent task, it said that i need complete parent task, that already completed.
Small Bug - Styling of Support Tab
I'm not sure if this is the appropriate place to put this, so apologies if it isn't. I am currently evaluating the ServiceDesk software and noticed an issue related to the styling of the Support Tab page. The section headers don't seem to follow the options set in General Settings > Theme. Just a small thing that's definitely not a deal breaker. I like what I see so far
Business Rule with VIP User doesn't work well
(Post relevant to ServiceDesk Plus build 9120) Hello I have tested this rules in many different ways. It works well except for the VIP User. I check if the VIP User is Yes. If this rule is at the first place it will works. If I organize the Business Rules and move the rule down, it won't work anymore. (as in the Picture) I can't set it at the first place because I want to add another rule before which stops the cascade execution. I solved this problem by checking the Requester Names. Regards Markus
Unable to monitor OpManager itself via WMI
Hi, We have OpManager installed on vm (vmware) Windows 2008 R2 based. I'm unable to monitor this server in OpManager via WMI. SNMP works fine. Whenever I'm testing credentials SNMP says 'passed' and WMI immediately (no longer than half second) shows 'failed' like it wouldn't try to connect at all. I've compared snmp, wmi config on that server with almost same vm machine running same os and configuration is almost 100% same. That other machine is being also monitored via local admin account in OpManager
Windows 10 Support
Our organization is testing whether or not our clients are ready for upgrades to Windows 10. As we use Desktop Central on our servers with the agent on the machines, we want to make sure that future machines with Windows 10 are supported. If not, is there any rough time frame of official compatibility?
VIP flag not working for some requesters
Good afternoon, We are using SDP 9.1 build 9105. We use VIP flags on certain requesters, and have business rules set up using the VIP flag to determine priority for requests. This seems to be working for some VIP requesters, but not all. Specifically, for some of the requesters, the VIP icon does not show next to their name on the Request summary list, and the requests are not being reprioritized as they should. Other requesters are working normally. Is there something I can check to tell the difference
Enabling SSL on probe servers
Good day This is in connection with Request ID #2782387 I have someone assist with enabling SSL on one of our probe sites, however I gave him the incorrect location of the certificate (the cert is for our old probe site) and we got a cert error every time we access OpMan. Also, and more importantly, the update to SSL broke all the plug-ins - AppManager and Netflow stopped working altogether. I tried updating them to SSL as well but to no avail. I tried following a few of your online troubleshooting
License renewal
Hi, We are trying to renew the license of ServiceDesk Plus. Following the link provided for your support team: . . We are glad to tell you that we offer ManageEngine ServiceDesk Plus Standard Edition at free of cost. Once the product is about to expire, you can download the free version from this link. All existing data in your server will remain the same. . .We have downloaded the sw and when we try to install, the sw presents the following error message: "The installated version of the application
Web Page hangs after Password Reset
we found that when a User is change his Password the Web Page hangs and the User just see the predefined Timer counts down but no Status Message. meant: a User change his password, click the Reset / O.K. Button and nothing is happen until the Counter runs to 0 Minutes, then the User get a Message called : your Session has been expired, please try again... but the Point is that the Users Password has been changed in the Background, so hi can re-login with the new created password. well, does anybody
Mail not sending from helpdesk
Hi We are using Service Desk Plus 9.1 with Data Base PGSQL SMTP settings configured with Gmail. (configurations we tested using thunderbird client from the tool installed machine) but mails are not sending out from the tool, while sending, mail sending failed message getting. how to troubleshoot this issue. Thanks Anoop PS Mob - 9995822232
Changing product type reverts back on next scan
I am changing the product type for all network printers to their actual model. Product HP-Printer isn't all that helpful if I don't have the model. When I create a custom product-type and save it, it reverts back to HP-Printer on the next network scan. Is there a way to lock it, or even better have the SNMP details filled in better? I could exclude them from scanning, but then I assume the toner levels would not update.
Application Manager Plugin
Im experiencing a problem with the Application Manager Plugin for OpManager. I have installed it by following the guide in the OpMan UI. When i try to look under Application in the OpMan UI i just get "Page cant be displayed" errors. As well as the following errormessage: I would appreciate any input on how to resolve this. The plugin was installed with the default values of port 9090. OpMan, the SQL database and the plugin are all installed on the same server.
Request Closure Details doesn't show all the text.
(Post relevant to ServiceDesk Plus build 9120) Hello I send the notification rule "E-Mail requester when a request is resolved". The requester can click on the Close Request Link an leave a message. The requester can type quite a long message (I think this should be restricted) Because in the request the message is going to be shortened and it's not possible to see all the text of the sent message. (Please see the Picture in the attached PDF) Regards, Markus
Trying to use the latest Chrome with HTTPS results in error
The following error shows up when trying to use Chrome to connect to OpManager over HTTPS: Server has a weak ephemeral Diffie-Hellman public key ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY Anyway to fix this issue? Thanks
AD SelfService Plus Password reset Icon
Hi I have installed Client software on laptops but it create other extra icons on windows logon. Please see attached file. can you advise if possible to remove the password reset icon? Thanks Abdul challah
modify login page + pass-through auth?
Hi there, For some reason the pass-through authentication doesn't work anymore. The only change I did was modifying the login page as instructed here: https://forums.manageengine.com/topic/edit-login-page-of-service-desk-plus Can we use both custom login page AND pass-through authentication? NOTE: We did no changes to the computer account info (both in AD and SDP)
Received error when updating to SDP 9200
I don't see any issues, but I just went through the upgrade path from 9100 to 9121 to 9200 I received the following error during the 9121 to 9200 upgrade. D:\AdventNet\ServiceDesk\bin>UpdateManager.bat Exception occured while extracting EEAR file : server/default/deploy/jbossweb-tomcat70.sar
Rich text editor
I sometimes use notes to store portion of websites I come across. One big problem is not being able to edit HTML in the editor. Another is the different appearance in the editor window (OK) and the stored note (a mess). Lines get shortened, linefeeds added. It is really painful. My workaround is to paste HTML in Firefox Inspector while in edit mode. Without this workaround the following page was "mission impossible". Take some text and try copy&paste on this (http://www.bayerische-staatszeitung.de/staatszeitung/politik/detailansicht-politik/artikel/transparenz-gibts-nur-in-den-kommunen.html).
custom script not Execute
Hi I write a script to add some value to a pick list on form dynamically. but it does not operate. i try to use dependency example but not successful. software version in 9202. and my script is : $CS.addOptions("WorkOrder_Fields_UDF_CHAR5",["M", "S", "T"]); please help me to correct this. thanks a lot
Folder monitor not showing file count
Hello, I have a monitor setup to look at the file count in a folder; after setting it up however it reports zero even when I know there are lots of files there. Is there anything I am missing? Have a look at the screen shots attached for details of the setup and results. Thanks in advance Troy
Lost left control panel under admin account
Hi, Silly thing but I've lost whole control panel on the left under local admin account in OpManager. It's fine under other users - someone knows how to bring it back? regular user: admin account:
Technician not appearing in "owner" field - new work log
Hi guys, As per the title; we currently have a technician that is no longer appearing in the "owner" drop down list when trying to add a new work log. Interestingly, we can still assign this technician jobs and appears normally everywhere else (i.e. is a registered technician)... except for the new work log list. Hopefully someone can shed some light on this issue. Thanks in advance.
Arabic text error
When typing request in Arabic after update the request text come like ??????????? I upgrade to last update build_from: 9200 build_to :9201 patch_name: AdventNet_ManageEngine_ServiceDesk_Plus-9.2.0-SP-0.1.0 updatedon: 17/02/16 What can I do?
Notification when a new request is assigned to a support group
SDP build 9120 I have configured our "Developers" support group so that an email notification should go out to the team leader when a request is assigned to that group. However, after multiple tests, there is still no email being generated. Am I missing something? Is there anything in particular which I should look for in the log files? Other email notifications are working fine (eg to a requester when a new request is created), so there is nothing wrong with the mail server settings. Roy
script error in GINA when reseting pwd (ADSS v. 5303)
Hi, After installing new GINA client software (from ADSS version 5303) and attempting to reset password from Windows logon screen the below error shows up. Any idea? /Mar
Desk top running verrrrry slow.
Good Morning IT, Can you take a look at my desk top. It is getting hung on previous pages. The pages will not advance or shut down. Thanks,
Error while Migrating DB from PostgreSQL to MY SQL 2012
Hello Team, I just moved on SDP 9120 build and having inbuilt PostgreSQL DB. I am trying to move my DB from PostgreSQL to MY SQL. I have followed all the process but at last I am end up with an error. Below is the error for your reference. *************************************************************.\backup_info.xml Backpup data : Wed Jan 20 16:40:02 GMT 2016 Database name : servicedesk Total Tables : 1376 Database Server : postgres Build Number : 9120 *************************************************************
update fails
Hi I can not update my SDP. please find attachement for discovering the root cause and give me solution. Thanks
When printing, approval status does not show up.
Hi When techs have to print a ticket and show it to a supervisor, the approval status does not show up, (the tech has to go back to his/her desk to check manually the ticket) Is there any way to get the approval status on the ticket when it gets printed? Thank you
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