[com.adventnet.servicedesk.updatemgr.util.SDPreProcessor] [SEVERE] : Inside revert exception block.
As of the moment, SDP MSP support is not available so I want to ask the community for assistance. We are trying to upgrade SDP MSP version 9009 to 9308. The current upgrade path is go through 4 steps: version 9009 -> version 9200 -> version 9300 -> version 9308. We are on the first step which is upgrading from version 9009 to version 9200. We skipped DB and fileAttachements backup since we can take snapshots of the VM. We tried the upgrade and we are getting this error: 03 21, 18 3:17:15 PM [com.adventnet.db.persistence.metadata.util.MetaDataUtil]
Upgrade error - Problem during installation of patch {0}java.lang.RuntimeException
We are trying to upgrade SDP MSP 9009 to SDP MSP 9200 but we are getting this error. Any thoughts on what is causing this error? 03 21, 18 3:15:04 PM [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : Problem during installation of patch {0}java.lang.RuntimeException at com.adventnet.db.persistence.LongSequenceGenerator.nextValue(LongSequenceGenerator.java:172) at com.adventnet.persistence.DataAccess.generateValue(DataAccess.java:2255) at com.adventnet.persistence.DataAccess.generateValues(DataAccess.java:2225)
Error : No response received from workstation. Probably the workstation might be switched off or does not exist.
I am getting this error when doing a WMI scan: Error : No response received from workstation. Probably the workstation might be switched off or does not exist. Has any encountered this error? Here are the actions I did to ensure access to the scanned workstation: verified the correct credentials under Credentials Library - credential is correct. ping workstation via ip address - all good ping workstation via hostname - all good added the workstation IP address on CMDB > Workstation > Edit Workstation
Cant login after migration from Windows to Linux
Hello. Version is 8309. I did trimmed backup on Windows, restored in in Centos 7. It worked, but i cant login under any credentials. I also tried this (command line returned "UPDATE 1" - but it didnt help: select al.login_id"Login ID",au.first_name"Name",al.name"Login Name" from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left
Add common field on Service Request "Requester View"
Hi all, I have created a common field that I can use in both Incident templates and service templates. I have place this field on the Form Designer page of a Service Request, and I have set that field as "Requester can set" and "Requester can view". When I open the template as a technician, it works prefectly and I see the field and I can populate it. But when I login as a requester, I don't see the field. So I went back in editing a template (Incident template and/or Service Template) and I went
Email Notification issue -Containing 2 HTTPS
When ever I raise a ticket, I am getting email notification with the ticketing tool url in the body of the mail . But I am get a wrong url which contains 2https .PFB for details : ==================================== ---------- Forwarded message ---------- From: "email id " test email id > Date: 19 Jan 2018 10:54 am Subject: New request created with ID: ##53777## from Test ticket to check the URL issue To: XXX> Cc: A new request with request id 53777 has been created by Test ticket to check the URL
strange situation after update
Hello, After updating from SDP 9.2 9006 to 9.2 9007 ( I applied 9.2. 9009 too ) , technicians are not be able to list the specific tickets assigned to them, but they can only see it once the SDSadmin role has been assigned to them I did a brief research and I have determined that Tcikets have the following common characteristics * has not a site * Ticket mode is e-mail * Firt support request of the requester, Kindly request your help for this situation. regards, Ertan
Which port to open on firewall to receive push notification on mobile
Dear Sir, Please help to show us Which port to open on firewall to receive push notification on mobile (Android and IOS) Thanks Henry
How to recover a deleted asset
Very early in our implementation and not using the product in production yet. As a test I created a PO and then an Order off an actual hardware order we recently made and will be receiving. Separately I installed the Agent on my laptop and scanned. When I scanned, the Laptop on the PO was named slightly different than the Agent-scanned version of my laptop (and they are the same Product). So to true up, I deleted my Agent-scanned laptop from the Asset list. I then tried to scan and grab the details
Service Desk Free
How in the world do i get the service desk to be visable to all internal machines and not external tried to edit DNS but did not work. Also ManageEngine server is on a different server to the main Domain Controller.
Cursor issue when reply
Hi, we had before an issue with the cursor when reply to a request that would blink at the beginning of the message to reply on Google Chrome. The issue was fixed on the 9209 Released - SDPMSP-10394. But since the upgrade to 9302, the issue is back. Is it a global issue or am I the only one having this issue? Thank you.
Description Field is not dragging
We are not able to drag description field.
Chat Not Working
Hi just upgraded to 9303. I turned on the chat feature. I am able to initiate a chat as a requester but when logged in as a tech I do not get an alert that a chat is waiting. I do see my chats listed in the Missed chat section. Also there are 4 missed chats from my test account and yet the menu shows only 1 missed chat - IE it shows Missed (1). Shouldn't it say Missed (4)?
Tickets on ManageEngine
Any reason tickets on Pitstop are immediately closed?
One user unable to login to service desk plus
One user unable to login to service desk plus. User is domain authenticated. all other user able to login except this user. This user was able to access earlier but suddenly this happens. Message is bellow Please not that from that PC/Workstation other user able to login. so confirm that there is no issue with workstation, browser & network communication This site can’t be reached The connection was reset. Try: Checking the connection Checking the proxy and the firewall Running Windows Network Diagnostics
Duplicated email aliases for Requesters imported via scheduledCSVUserImportMapping.xml
Hi, I found problem with Requesters which imported via scheduledCSVUserImportMapping.xml Everytime after import via "scheduledCSVUserImportMapping.xml" for existing Requesters added duplicate their email aliases in the field "Alternate E-mail ID(s)" and each importing by scheduler add new duplicates! If importing Requesters via "Import from CSV" - problem not exist. How can I fix it?
Search behaviour (default / advanced -- subject/description)
Version : 9.2 Build 9209 The default search for an expression in subject/title only works with the full keyword. Substrings with or without wildcards don't work. This does not apply to description. Column and advanced search work as expected. Example: Searching for pass or pass* will show requests/incidents which have password or passport in their description but not if these words are limited to an occurence in subject/title. Requests with pass in subject/title are listed which refutes my first
Want to automate status change after xx days
Hi, I am wanting to try and automate the changing of status field when a ticket has been placed on hold. The idea is that when a technician changes the status of a ticket to on-hold awaiting user response, that after a certain number of days the ticket status would revert to open again so it it reminds the technician to chase up with the user again. I have tried to automate this in the field and form rules under the incident template but I am a little lost with the coding of it. Can anyone assist
Web Client Access from other workstation
I have just install ServiceDesk Plus MSP standard trial onto a fresh install of Windows Server 2012 R2. I can access the web client on the server just fine and it is work great from there. However if I try to access it via the URL from another device it isn't working. Can someone please help me with this issue. I want to trial this software but apparently Zoho will not support their product if you haven't purchases it.
Issues returning all fields from Change API in Powershell
I’m having difficulty using the Change API in Powershell. I don’t understand why I can’t retrieve all of the values to populate in variables. I appear to be getting all of the raw information, however. If I make a standard HTTPS GET request to /sdpapi/change/217?TECHNICIAN_KEY=***obscured***&format=json, I get the following output: {"operation":{"name":"GET","module":"Change","result":{"status":"Success","message":"Change details fetched successfully"},"details":[{"changeid":217,"title":"Upgrade
remove decommissioned assets from the "assets involved" selection list on changes
How do I flag assets so they will no longer show up as an available asset in the "Assets Involved" selection list on changes? I've flagged servers with an Asset State = Expired in the CMDB but they are still available for selection on a change. This is confusing when we're righting changes that affect all of our servers. Thanks, Tammy Your Version : 9.2 Build 9210 Latest Version : 9.3 Build 9300 [Details] Database : mssql
Ports Needed and AD Import
I have two questions, first is what ports need to be open between our server and the customer to use ServiceDesk when using DesktopCentral MSP to scan windows machines. Also is there a secure way other than VPN to import users from the customers ActiveDirectory? Thanks Jason
Convert Requester to Technician
How do I convert a requester to a technician?
Requesters on different accounts
Hello, I've encountered the following problem: - a requester can be registered to a single account only (the first he used or default if imported via LDAP/AD) - if a ticket has been created on one account - it's been possible to be move the ticket to a different account (build 9204) via manual edition Now: if I use a script, I "lose" requesters data and he/she stops getting e-mail notifications. The second problem is - such requesters don't have access to incident catalogue on other accounts Because
Report/Export Helpdesk Customizer Task Template
I would like to create a report to show all the tasks that we have build under Helpdesk Customizer > Task Template. Thanks, Tammy Your Version : 9.2 Build 9210 Latest Version : 9.2 Build 9210 [Details] Database : mssql
Service starting but cannot connect
Hi All, SDP MSP 9.10 running with out issue until recently, now cannot connect. I thought it was that fact that my cert had expired, I have renewed with GoDaddy and imported the pfx as per this article - https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-pfx.html as I had done in the past. However I still cannot connect and get this in the wrapper log STATUS | wrapper | 2017/07/31 12:24:29 | <-- Wrapper Stopped STATUS | wrapper | 2017/07/31 12:24:39 | Starting
Mail to Requester - Sending Notification Failed
Dears, I facing problem sending email from service desk Plus outside my domain it don't allow me send and give the error. Mail to Requester - Sending Notification Failed. I gave "Send As" permission in exchange for the user which I logged in also user has administrator permission. Regards, Ehsan
How to restore from backup - backup created 2 files
Hi I am trying to move my config and data from one server to another. I did a backup of the server but it created 2 files. The restore only lets me point to a single file. How do I restore to the new server? Thanks, Brian
Can not add Service Level Agreement
Every time I try and add a SLA to an Account and I hit save, not message comes up but it goes back to the SLA list and the list is blank. What could cause this? Thanks Jason Miller
Error in creation of a task through Rest API
Hi, I am trying to create tasks for a particular request id using Rest API. Every time we try with the provided reference it gives Technician Key in the request is invalid.Unable to authenticate". I would like to know is there any connection between technician key with any of the account type and if yes , then how to relate them? And also,the post request should be sent in json format w.r.t the below article. https://intranet.wiki.zoho.com/MSP-SDP/REST-API-for-native-app.html But we are getting
No templates in Catalogs for Requesters
Some requesters report that their catalogs are empty, as shown. Before this incident, I added and changed some User Groups. Most templates dont even have User Groups assigned, so they are public to all Requesters and they still do not see them... Please advise. More info: We are working on updating the platform, but at the moment it is not possible.
A;dmin- Requesting assistance-please
Hi, I am the admin on this server (Win 10 creators edition); the boot record has been changed and I am unable to boot it with a disc or usb. Have gotten into the HP accts by accident though issue persists . ******* How to fix and set bios to resume admen duties??******* All assistance is greatly apreciated and referal for a remote technitian would help too.
Hello, new to the PitStop.
We use ServiceDesk Plus and we have an issue with the description disappearing from our tickets. I know this was a bug, and I believe there was a fix for it. Can anyone help me find that?
Service Desk Plus MSP too Slow
Hi, we are using Manage Eninge Service Desk Plus MSP Version : 9.0 Build 9009, Database : postgres we are facing slowness issue. some time even the pages are also not loading whit screen only coming. after some refresh it will come in to normal stage. and it repeating continuously. CPU utilisation is normal 16%, Memory utilisation is 1.56 GB of 4GB. we increase the heap size of java from 128 MB to 2GB. please help us to trouble shoot the issue. Thanks Anoop PS Mob - 9995822232
How to Migrate Service Desk Plus MSP Windows to Ubunto with Plex installed
Hello! I have been using ServiceDesk Plus MSP on Windows with standard installation using the port 8080. I am transferring my infrastructure to an Ubuntu server with Plex Installed. Could you help me answering the questions bellow? Is it possible to install ServiceDesk Plus MSP directly from Plex? Should I download ServiceDesk Plus MSP file from here and follow the instructions from here to install ServiceDesk Plus MSP? Does the ServiceDesk Plus MSP installation will conflict with the Plex installation?
Default selection in Technican Field is not replicating when a request is made
Hi, I make a selection default in the Technican field on a particular template, and save it, but when I create a request based on that template the field does not bring the default value. Instead it is empty. I try the same thing on different templates and it works. I deleted that template and made a new one with the same configuration, and it doesnt work. Please advise!!
ticket become Unassigned after editing
Hello, Any advise? Thank you, Vanessa Hello, Please assist us with issue. We have different "Support Groups" and each have own "Business Rules" to assign the ticket. This is working fine, but whenever Technicians edit the ticket (Update request , Resolve) the ticket become Unassigned. Appreciate quick response. Thank you, Vanessa
Auto assign to Support Group
Hello, Can i auto assign ticket from one support group to another if ticket is not assigned to anyone after 24 hr? example is ticket is assigned to Tier1 group, but no one checks the ticket within 24hr, can SDP auto assign that ticket to Tier2 group? Any work around can be done? thank you, Vanessa
contract appear as expired
dear Today our ServiceDesk Plus MSP appeared with all contracts as expired, but the contracts are active. see below the screens, it's a bug. wait
SMS Notification Settings - Invalid User Credentials
I am attempting to setup the SMS notification and have setup an account with BulkSMS. I selected the "BulkSMS" provider and entered in my credentials but continue to get "Invalid User Credentials". If I go to the bulksms website and login with those same credentials it works fine. I get no other error or indication as to why this isn't working. I substituted my real username with [USERNAME] so normally I would be using my real username in this space. Anyone have a work around or also experience
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