Manger Field Updating
Hi Guys, When I got to update the manager field as a user I cannot save the change.... Any ideas why?
Unable to reset Task "Actual End"
Hi, there is a possible bug in SDP (9042). Within the requests and project module if you enter a "actual end" you are not afterwards able to reset it to "-". The only option is to set it to a different date. Please find attached screenshot. Can please assist how to fix this or prioritise this if this is a actual bug? Cheers, Per
unable to load the jtds driver
Hello, "unable to load the jtds driver" This error ocurre a new install opmanager 11 on windows server 2012 R2. Please help.
Update to SD Plus Enterprise 9042
We updated to Build 9042 (from 9041) yesterday. Since that update, the previous conversations are no longer part of the reply. Also the To field is no longer populated. See attachment after clicking on Reply. This behaviour is reproducible in IE 9, IE 11, Chrome 42.0.2311.135 and Firefox 37.0.2. We run SD Plus Enterprise on Windows Server 2008 R2. JMichelD
I can't see client list
When I try to see client list, I get that error message: Error has ocurred during response. Please view the error window for more details. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: javax.servlet.jsp.JspException: com.adventnet.persistence.DataAccessException: Specified row <ACColumnConfiguration CONFIGNAME="RequesterView" COLUMNINDEX="null" COLUMNALIAS="FIRSTNAME"
Approval Status
All You need to do something about the approval process in the request module. It just makes no sense at all to have rejected requests with an approval status of approved. You can not be setting the approval status based on the first response. Or at the very least allow us to control the value of this field
9.0 Build 9039 - Cant assign announcements to specific user groups
when creating an announcement i dont have the option to select user groups this is all i see:
Configuring File Monitors Error
Hello, I want to monitor a file on a server, but when i set the file path, appears a windows with a error: "File not found", and i'm sure that the file is in this path. I attach a file to better understand. Thanks, Alex
Failed to install agent on XP clients.
I tried to install agent from server to XP clients. always gets the error "Unable to get the agent status. Operation timed out." or "Can not find the network name". I can access the client via \\computername And I have tried install agent manually on XP client, but the agent could not communicate with server. Please help me out. Thank you very much!
Wrong Reply email address
Hi, I have Support Center Plus installed with three Business Units, I configure the Incoming mail server with an account named supportcenter@***.org, in the Business Unit in the Mail configuration I added the incoming mail address = ITsupport@***.org and in Reply-to-Adreess = ITsupport@***.org, When a representative make a reply int the Request the from mail address shows ITsupport@***.org, but when the user open his email the from email address was changed to supportcenter@***.org, if the user reply
iOS/Android App Login Failed
Hi Support, Have setup service desk plus, downloaded and install iOS/Android App, unable to login mobile app using LDAP Accounts. Have checked online manual, it required us to generate a API Key which I did, but still fail. Pls advise how can I resolve this issue?
Unable to link SDP
Hi, I am unable to link SDP from within OpManager. I receive the following error message: "Check whether the ServiceDeskPlus Server is running" and "Check the username/password is valid". The credentials are correct and the IP of our SDP server is also correct. Also, from SDP, I am able to "Jump" to OpManager. The build for our OpManager is 11500. Any assistance is greatly appreciated! Thanks, Jay
ServiceDesk Randomly Stops Working
Our instance of ServiceDesk Plus MSP keeps randomly going down, the service desk isnt accessible via its URL and the only way to resolve the problem is to either shutdown the service and restart it or to restart the server it is running on. Can someone please help as this is becoming a recurring issue and something must obviously be wrong.
Issue with 8109 request view
I see in version 8109 if you have less than 25 requests in a view then the buttons at the bottom of the page are missing. This means no quick easy way to merge/delete, etc. Can you confirm this is the case and if so, what can I do to fix it? If you switch to any request view with more than 25 requests the buttons are there. Thanks, Dean
Service Catalogue Template Resource Info Customization
I've already written about several problems I'm having with SDP Service Catalogue Templates. I'm trying to find workarounds since the issues aren't being fixed. However now I'm running into a frustrating issue where I cannot change the order of the custom questions within the Resource Info. Can you PLEASE put in the ability to drag and drop the order of the Resource Info questions. It makes editing very difficult if one decides to change the order or add a new question in a specific spot in the
OpManager and Service Desk
Hi, I install the lastest versions of OpManager Free and Service Desk Plus 30days Trial and i want to integrate both of these products. I already set up the configuration and all the CI's that i have in OpManager, Service Desk Plus shows these CI's. But when alarm is generated by OpManager, don't create automatically any ticket in Service Desk Plus. Any suggestion? Thanks, Alex
Replies not populating
After updating to ServiceDesk Plus Build 9041, when replying to a requester via requests, the "To" field does not populate with the requester's e-mail address and no text appears in the text box, previously it would include the request information. Kind Regards, Gavin
Ports blocked by firewall - but rule exists
Hi! I'm testing Desktop Central 9 on Windows Server 2012 Standard guest on hyper-v host. I'm starting to see messages in Desktop Central management interface regarding different ports. It states they are blocked by firewall. However I have them all allowed in single rule. I can see testing hosts and do all work, however these messages appear almost on every page...
"Unable to restore database : zip file too large"
I'm trying to restore a backup of our database to a development server and I've encountered what appears to be a major problem! When I execute the restoredata.bat script and select my most recent backup (.data file), the script returns "Unable to restore database : zip file too large" We've been running SD+ since December 2008, and our backups have grown to 5GB+ in size. Has anyone encountered this? Any suggestions? At this point, it seems our nightly backup routine is creating a useless 5GB .data
Premature Creation of Request via Resource Field
Hello, We have had several complaints from our users when their request is created before they have completed submitting a service request through the self-service portal. We have discovered that this happens if they press enter when completing any of the additional 'resource' fields. It effectively does the same as hitting 'Add Request'. Further inspection shows this also happens for the technicians. Has this already been reported as an issue? We're on build 9039. Cheers, Frank
Task Notification not working
I am trying to set up task templates to add to tickets. When I create a ticket, I get a notification, but I no longer get notifications when I create tasks and assign them. I have restarted the mail service with no results.
NetFlow Analyzer Upgrade error from Version9700 to version 9.8 build 9860
Hi, I am getting Upgrading error, while upgrade from v 9.7 build to ver 9.8 build 9860. Netflow Analyzer server crashed, So I am configuring it from the scratch, I wan to Upgrade it to the latest service pack. From the Update Manager. below patch installed successfully NETFLOW_9.6_SP_1.0(NETFLOWPATCH 1.0) - Successfully installed. While upgrading - AdventNet_ManageEngine_NetFlow_Analyzer_9_8_1_SP-1_0.ppm, I am getting the following error as Error While updating files Uninstallation completed.
Traffic unaccounted of One hour , 30 minuts an 15 minuts , the reports not graphic show in aplication, source , destination, etc
My last upgrade is 9.9.0 and compilation 9900 Licence Enterprise I don't have HighPerf Reporting Engine Data Base Postresql I have problem of reports from much time Your support pls,
Auto suggest Solution
Hi, How do I enable Auto suggest for solutions when creating a request incident? It doesn't seem to be enabled on my help desk. My version is: 9.0 Build 9025 Many thanks, Sam
"Site" field stuck as a mandatory field
On previous installations of SD+ that I have installed and searching through this forum, we have never been able to make the "Site" field mandatory. However, I have a new installation which has the site field as mandatory and we are unable to change this! This installation requires the users to complete where they are based (an additional field is being used for this as they cannot select a site) via the web form. Any help is appreciated? Thanks, Mike
Servicedesk Solution broken in Firefox
We just upgraded SD to latest version. Instantly the Solution page stopped working with Firefox browser, more specifically when trying to type the solution in the text box. Meaning that you cannot type anything in the box. In Internet Explorer this works fine. We tried on another PC, same thing. Fix please? IE: Firefox:
After updating to Service Pack 1 (9102) times in the UI are shown in GMT
Hello I've updated my server to the new Service Pack 1, and subsequently, find that in the UI, the time is now listed in GMT rather than local time. Is anyone else experiencing this? Thanks Sam
cant start service afther Build 91002 upgrade
Hi, Im trying to update latest SP Build 91002 but after update I cant start service. Strange is that after update as you can see on pic it say "Uninstall completed" ?
Admin users can't get webpage to come up.
SDP will not come up for admin users. Non-admin users the website comes up just fine. We are on version 9 build 9041 (upgraded 4-14-15) using MySQL. MS Updates applied to the server just after midnight on 4-24-15 and the server rebooted. After that is when this issue started. We restored the server to the backup from 4-23-15 (using Veeam to restore the virtual machine itself). The issue was still there (without the Microsoft updates). The server had not been rebooted since updating SDP on
Integration between Service Desk Plus & OpManager
Hi, I've the last version of Service Desk Plus and OpManager and i set up to integrate both tools. After set up all configuration, all the CI's that i have in OpManager appears on Service Desk Plus, but when any alarm is generated by OpManager it supposed to create new ticket and it doesn't work. Anyone can help me? Thanks, Alex
Oracle Database password reset
I have setup a couple of oracle targets for the password manager. They seem to setup ok but when I try to change the password I get the error: ServerName.eiu.edu[Oracle Database] - Password does not meet Oracle database complexity requirements. Please try again. Our DBA pulled this from the logs: At 2:03:34 P.M. you got ora-00922 in the audit log for ALTER USER ORA-00922: missing or invalid option I can run the command in SQL Developer ALTER USER test_aballison IDENTIFIED BY "PASSWORD_HERE" and
Cursor Jumps to Bottom of Reply Email
We are on version Service Desk 9039. When replying to emails, the cursor jumps to the bottom of the message window and my techs have to scroll to the top of the message to write their reply, is there a way to make it open at the top of the message?
IE 11 Problems
Hi, We have been having some problem with users that are using Windows 8.1 with Internet explorer 11 when inserting solution or canned response, always result in empty document in editor. Is this known issue and if so will there be a possible fix available any time in the near future ? Reproduce 1. Open request 2. Click on reply 3. select "Insert canned response" and select a response This result in the editor getting an empty value(nothing) and my guess is that this is a JavaScript issue :) Best
Pushing shortcuts with spaces
In past versions of DC I was able to push shortcuts with spaces in the file name as long as I used " ". Now DC seems to ignore " ". A Chrome shortcut with the path "C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" --app=https://website I want to point to In the past this has worked an now a shortcut is created with a target of c:\program files and nothing else. Has something changed? Thanks, /Chad
Groups cannot be deleted
Good afternoon, I’m trying to delete one Support Group and I receive the message: Groups cannot be deleted. I took it off from templates, No technician is member of that group No message found at System Log viewer I enclose the Support file. Could you help us? Regards, Arantza
Network Analyzer doesnt decode IPFIX Total Packets/Bytes properly
Hi, I am exporting IPFIX flows from a router. Template used for exporting flows, flowStartSeconds flowEndSeconds IP_SRC_ADDR IP_DST_ADDR L4_SRC_PORT L4_DST_PORT PROTOCOL PACKETS_TOTAL BYTES_TOTAL For active flows, with every flow export, analyzer seems to sum up the counters. For example, lets say active timeout is 2 mins. Export 1 : Total Packets = 100 (at 2) Export 2: Total Packets = 150 (at 4) Analyzer shows total packets for the flow to be 250, which is incorrect. Its supposed to be 150.
No data is available For CPU Utilization through Monitors>Windows>ServerName>Overview
The Datas seems to be collected because when I pass through Monitors>Windows>ServerName>CPU> CPU Utilization by CPU Cores the today's and history data are shown Could you please let me know how to solve this issue ? Thanks for your help. Best regards. Daangel
'Last Update Time' not updating on requester/technician as expected
Hi We are running Service Desk Plus v9 build 9040. The 'Last Update Time' field is not updating reliably, especially when emailing updates from outside of Service desk To update a requester on an issue, this morning I: - replied to an existing email chain, keeping the Issue ID tag ##nnn## in the subject - the email sent, and the reply has been added to the list in the ticket - but the 'Last Update Time' field on the main Requests page still shows as yesterday. Note - we are currently having to email
Enrollment emails
I can see enrollment notifications going out in notification log that do not show up in the enrollment notification options to disable or change so I cannot update the wording of them.
Missing 'On Hold' Status Option
Hello, We are having an issue where some of our technicians cannot view or select the 'On hold' status when logging or editing a request. This happens whether using Chrome or IE, and it has been tested with the cache cleared. This is the case for some, but not all of our technicians. The issues started with one or two technicians, then over the course of a few weeks it is now the majority. We are on build 9039, but this has been happening prior to our last couple of upgrades. Any suggestions would
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