HTTP Status 500 when completing survey
Hi all. When users try to complete a survey on ServiceDesk+ Enterprise (version 7.6.0 build 7606) they receive the following error: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException org.apache.jsp.survey.SurveyDetails_jsp._jspService(SurveyDetails_jsp.java:190) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
Upgrade to 8212 may have broken API Attribute "requesterEmail"
We have an app that has been submitting tickets to SD+ for several years with the attribute "requesterEmail" to set the requester. The app uses a technician account called "Self Service" to submit via API. But after upgrading to build 8212 yesterday, the requester is now being set as the "Self Service" account, rather than using the "requesterEmail" value we're sending. Nothing has changed with the app submitting the API attributes. Is anyone else using the API value "requesterEmail"? If so, have
Active Directory Integration Username or Password incorrect
I have recently installed SDP 8.1 build 8119 on a Windows 2008 server. The server is associated with a domain and can communicate with the domain controller. I have successfully imported the users from AD and have enabled Active Directory Authentication. However, when I attempt to log in using an active directory account I receive an error saying "Username or Password is Invalid." I have confirmed the username and password is correct and I have also confirmed the user has permissions to log in to
Double up email all email recipients
Hi, I've got a strange issue with some tickets. E.g. attached screen shot. When I click reply, the recipients emails get doubled up. The ticket is not merged or anything similar. I checked the original email in the inbox (copy kept) and they are all in there as single, so no double typos ether. Latest version 8213 is installed on Linux and I just restarted as well. Kind Regards, Per
Total Time Taken in Request->Worklog is wrong
Hi, there seems to be a bug/miss calculation with the "Work Log Details" In Request see attachment. The bottom calculation "Total Time Taken" seems to be calculated on the visible items. As we have have in some Requests more than 50 entries, the drop-down box would even not allow us to quickly review the "Total Time Taken" without creating a report for the Ticket. Please see attached screenshots. Software Version : 8.2.0 Build 8212
Reply on Ticket
Hi, Whenever ticket is being made by any contact and one of your user replied to that ticket for eg User1. Then after sometimes if User2 want to update the status of ticket on same ticket after User1 reply, then User2 cant get option of reply instead it showed as "Marked as Private". In other words, Users cant update any status on company internal replies. Please guide how to fix this issue as User must update status by keeping intact all old conversation of other users. Regards, Brian
Cannot RestoreDB opmanager ver 10000
Dear Support, I had trouble with restoredb opmanager ver 10000. but before restore, my backup prosess finish with completed. See the picture I send : Can you help me to solve this problem..? thanks,
Error Scan the network in 8213
Hi, After upgrading from 8212 to 8213 by clicking Admin -> "Network Scans" page is displayed incorrectly. The problem relates to IE, Chrome, Firefox. Chrome & Firefox IE
Asset Scanning Problem
Dear Team I am using Service Desk Professional and have problem in scanning some of the machines at location . Machine ip is pinging from Service Desk Server / Machine c$ is accessible Machine file sharing is on Firewall and antivirus is off in the machine can you help us in diagnosing the problem . Regards Manish
ELA File Monitoring hanging
Hi there, I'm doing an internal evaluation of Eventlog Analyzer, and cannot get file monitoring to work. Everything seems to be configured okay, but when I click on a host to take me to the File Monitoring > Report page, I just get a "Loading" appear under my device name in the lefthand side of the screen, and unpopulated information in the main body for Current Details, Initial Details, etc. Anyone else ever came across this problem before?
Work log should considered working hours
The time taken to resolve should consider the daily working hours within calculation. for example : our defined working are from 8:00 am to 4:00 pm, so the time taken should calculate only 16 hours instead of 32.
Restricted technicians can see all tickets
I may have found a security bug. 1. I have all tickets in the 'Not associated to any site' (I don't use sites). 2. ServiceDesk is deployed for our entire IT department (Help Desk, Dev support, Web Services, etc). Techs are placed in each of these groups. 3. If I create a requester, and promote him to a technician, he can see all tickets in all groups even though his only role is SDGuest and he is not associated to any groups. If the only role is SDGuest, should that not restrict the access to
False Positive - service down
Hello, I have just got some events notified of services that are down; specifically the SQL server services. In a mild state of panic - being the end of the day on a friday and not wanting to work through the weekend - I jumped on the server to have a look and found that everything was normal. There are no events in the event log and certainly no issues with the server. But no matter what I did Opmanager still believes that the services are not working. For your visual reference have a look
Clearing of a field "ActualEndTime" in re-opened tasks (and other documents)
When the documents was re-opened "actualendtime" field was not cleared either automatically or manually .. Because of this nuance having a problem in reporting.
CC field not working in Android mobile ServiceDesk Plus
I just upgraded SDP to 8212 and can now try to use the Android mobile app. I installed v.1.3 on my Motorola RAZR M and logged in after reading some helpful hints in other forum entries. I tried replying to a requester from the mobile app, which worked, but when I enter an email address in the CC field, there is no evidence that I ever tried it. The CC'd person never receives the email, and the full web view of the conversation shows no evidence of the CC'd person. It does say "optional" in the
Technician auto assign didn't expect to use SLA priority
The problem is, auto assign option didn't use SLA priority. I have 2 technicians. Auto assign working well when needed to assign a request to a technician, with load balance option. But this feature isn't working with SLA priority such as Low, Normal, HIGH So auto assign can assign # of HIGH priority requests on 1 technician in a row. I think it's not right. The High priority has a very short time to resolve request, so 1 technician can't resolve all requests in a row, in such a short time. Can you
Probe incorrectly identifying printers
Hi, We have a Probe which scans our network and it is incorrectly identifying the following models of printers. All of our Ricoh's are being set as Product type "NRG DSm622-Printer". Ricoh Aficio MPC3501 Ricoh Aficio MPC3502 Ricoh Aficio SPC232SF Ricoh Aficio SPC242SF Ricoh Aficio SP5200DN One of our Brother printers are being set as Product type "HP-Printer" Brother HL5270b In all of these cases we have then gone into each asset and manually set the Product to the correct Make and Model (e.g. Ricoh
Pickup blanks out Group
We have Group assigned by a Business Rule, but when users from that group pickup a call, the group is blanked out. Queues are then not showing all their calls.
Deleted alert profile
I'm using ver. 8.6 I create a few alert profiles. They triggers email to me. Then i delete some of alert profiles. But deleted alert profiles still works. Seems old and deleted profile name in email. For example "This is an automated Email generated by EventLog Analyzer Alert Generation Engine. An event matching the alert profile SesKayit occured at 16:40:22, Wed, Oct 02 2013." "SesKayit" deleted and not have in Alert Profile Details page. How can i fix this problem?
Java PrintScreen issue still there
I have updated our SDP to 8.1.0 build 8123. We are still getting popups when trying to paste into tickets. I've attached the 2 popups our users are seeing and of course complaining about. Is there anything we can do to prevent these popups?
Top 10: Volumes with most Disk Usage showing incorrect data
In the Home -> Top 10 view, one device is showing a volume has 383% utilization (attachment1). When I look at the device snapshot, I see that same volume at 31% utilization. Odd though that the free disk space for the same volume is 383GB (attachment2). When I view the monitor details, it does show that there was a 383% monitor value (attachment3). Has anyone seen this before? Could it be a reference issue or something specifically to do with hyper-v hosts? This is on OpManager10 running on PGSql
ADManager Displays Changed Password in Plain Text (HTML)
When you change a password you must type that password into a visually protected pair of boxes (so that no secondary observer might Van Eck your password or similar). The password is transmitted to the server through a secure connection (SSL). Then the response from the server includes the changed password in plain text in the HTML of the response page: Successfully updated the user properties Password ThisIsAFakePassword! Really? This is very un-secure. Can we eliminate that second line?
Apache Tomcat vulnerabilities
Hi All, In a few weeks we will have a PCI audit and in the Evenlog server we have some Apache tomcat vulnerabilities and cannot be resolved because Tomcat is bundled with Eventlog installation. Recently we have updated to version 7.2 Attached is the result of these vulnerabilities ,te two that interest me are called "Apache Tomcat Multiple Content Lenght Headers Information Disclosure Vulnerability" and "Directory Listing" What can i do to solve this? Many thanks
Request Unintentionally Deleted...bug?
While looking at a Request this morning, I clicked the Edit button in the body of the request so I could change the Title... When I clicked Edit, it did not make the Title editable. So, I scrolled down and clicked the Cancel button... Then, when the screen refreshed, I clicked the Edit button in the menu bar... Nothing happened and I was back at the main listing of Requests. So, I entered the Request ID... so I could pull the request up again to Edit the title and voila... So, can someone tell
I can't delete the new Default groups in MDM
I went to delete the new default groups in MDM and I can't seem to make that happen. I changed the default self-enrollment groups to ones that I created, but it still does not delete them.
when requester reply to [Resolved] request, status changed to [Open]
Hi here, SDP version: 8.1.0 Build 8127 When we add a resolution and set the status as Resolved, the requester will be notified. If the requester replied to the request (without changing the status), that request will have its status changed to Open. I've set the following settings: Admin > General > Self-Service Portal Settings > When the requester replies through E-mail to the closed requests. Perform the following: Append the reply as conversation to the request and notify technician This settings
time off by an hour???
Hi there, As the subject says. Is there an issue between SDP and time zones with DST? I set up a reminder on ... Date: 16 Oct, 2013 at 16:15:00 Email me before: 15 mins but I only get the email on exactly 5pm! Is there a way to check what is the time settings on SDP?
Bussiness view give me Error! Sorry! an error ocurred.
Hi! OpManager, in three diferent views give me this: Error! only this, no other information. Firefox with firebug show me this : NetworkError: 500 Servlet execution threw an exception I dont have any other information, please helpme. Regards
Business Rule Edit E-mail Notification
Hello, I created a Business Rule and I check the box to E-mail technician when rule is executed. That works fine but when I edit the e-mail template for it the changes I make do not get applied to the e-mail that gets sent out. Is there something I need to do to get these changes to take effect? Thanks
Scan Printer: Not listed in IT Asset>Printers
I did a network scan to scan a printer. The scan went through OK but the printer is stil not listed in IT Assets under Printers. It is also not under any other category\ CI Type. However, I can find the printer with the search if I Search: In Asset. In the initial search result view the CI Type -field is emphty, but when I click and open the item, CI Type is Printer. What could be the problem here? The printer should be listed under IT Assets > Printers. Did the scan with: Asset > Printers
Opmanager 8050 Business View Error
We have a problem when trying to open a business view. This includes an exsiting Business View and a Newly crated business view. When opening a business view we get a pagethat just says error. The view still seems to work when added to the dashboard but has a small diagonal link in the top right of the image. Both of these views had the traffic map set as the default view possibly just before they broke. Please see the image from the dashboard and the error attached. Justin
Changing MDM Ports
Hello, We have setup manager engine in our domain and we are now working towards getting MDM up and running but we are unable to enroll devices due to our mail server using HTTPS for outlook web access, is there any way to change the ports 443 within MDM Nat settings? Thank you
Daylight Savings
Good Afternoon, We have noticed that our service desk does not have the correct time since we have moved into Daylight Savings time. Please advise a fix for this. Kind Regards Richard
Is there a disable Adobe Flash updater configuration template being worked on?
I tried to use this script (flashautoupdate.txt) but it did not work. I renamed the file to flashautoupdate.vbs, setup a custon script and deployed it. The script ran successfully according to DC. But my Flash setting is still set to Allow Adobe to install updates (recomended). Did I do something wrong? Is there a Disable Adobe Flash being worked on?
Service Won't Start after 80279 Update
I updated our Desktop Central installation to 80279 and now the service won't start. The event viewer shows an error that says: The ManageEngine Desktop Central service terminated with service-specific error %%-1 I'm also seeing MySQL startup events and shutdown events that correspond with the service start and stop.
Unable to start AD manager plus
Hi, Were having an issue regarding AD manager plus, tried to start the service, but it wont start. See error below after I execute RUN.BAT: +++++++++++++++++++++++++++++++++++++++++++++++++++++ Starting Server from location: C:\ManageEngine\ADManager Plus Port 80 already in use. Change WebServer port in <ProductHome>/conf/server.xml Problem while Starting Server !! C:\ManageEngine\ADManager Plus\bin> +++++++++++++++++++++++++++++++++++++++++++++++++++++ Hope you can help us on this. Many
I get an error "Error Occurred, An error when processing the request"
Hi, I get an error "Error Occurred, An error when processing the request" I get it specific on generating a custom report When I want to Generate a User Audit Report I want to filter on: - Column Name: Username - Criteria: from user group - Value: <one of my user groups> What am I doing wrong. All other eports work fine, also user audits based on other criteria filters. I have working Build 6900 Regards Paul
Problem: Associate Incident
Why requests what are created through templates in the service catalog, I can not associate with the problem? All other requests associated well
A constraint violation occurred - when uploading picture
We get this error when trying to upload a picture in a user's profile. The picture seems to meeet the requirements of under 500KB and file type of .jpg. Not sure what else could be the issue. Also, are these images kept in AD? Are they the same field that Outlook 2010 uses to add/view pictures? Thanks
Incorrect Path when adding a new Software Package
When adding a new software package, DC adds it successfully, but the path showing on the administrartion site is different than the actual path where the files were actualy uploaded. This results in errors when the package is deployed, like (Path not found) The path showing on the admin portal: swrepository\1\swuploads\SoftwareName The actual path where the files exisit: swrepository\DCSWHttpRepository\1\swuploads\SoftwareName Why is this happening and how can we fix it? Thanks,
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