Delete Parnet Type of Asset
Hi Dears I make a CI Type and then Choose Parent Type for my CI.as now i want to delete its parent and choose no parent for this CI. how i can bring this CI to the root?? there is just choose another CI as a parent type but i dont want it. Please help me im using sdp version 8.2,also i test it in the 9.1 but doesnt work. Thanx Dears
Service desk fails to start after servicepack
I am upgrading servicedesk from 9002 to the current version which requires 3 servicepacks to be installed. 9048 successfully installed and started servicedesk. when I installed ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0 the server is failing to start. This is a live system. Anyone with any information please revert ASAP. Thanks
Export as PDF --> shows login page instead of GANTT
Dear SDP Team, I've noticed the Export to PDF function within the projects module does generate a PDF as it supposed to, but the PDF always shows me a part of the login page, and never the GANTT itself as it should. Sometimes though, it does generate the GANTT as a PDF on a second click... so the function does not seem to work reliably. I've tried in Firefox, Chrome and IE. And i'm on 9100 Enterprise.
Migration Issue from MySQL to MSSQL
Hi All, I am trying to move between MySQL and MSSQL and am getting the following error Extracting backup file.... Please wait extracting backup file Please wait extracting backup file *************************************************************.\backup_info.xml Backpup data : Tue Aug 04 15:03:31 BST 2015 Database name : servicedesk Total Tables : 1403 Database Server : mysql Build Number : 9105 ************************************************************* Active
REST API edit "succeeds" without changing anything
I'm sending an EDIT_REQUEST request with the following INPUT_DATA: <Operation><Details> <parameter>Technician</parameter> <value>[technician name here]</value> </Details></Operation> I get the following response: <?xml version="1.0" encoding="UTF-8" standalone="no"?> <API version="1.0"> <response> <operation name="EDIT_REQUEST"> <result> <statuscode>200</statuscode> <status>Success</status> <message>Request 92562 successfully edited</message> </result> </operation> </response> </API> Then, I check
Login Issues
Hi, The administrator/administrator login and password do not work. How do you reset them? Thanks!
ArrayIndex Exception error
Hi Guys, I tried search but it's not working. Just today we had a few emails that didn't create tickets automatically. From the logs it says: ---------------------------------------------------------- System Log Message : ArrayIndex Exception Module: MAIL_FETCHING sub module: - type: Error Probable Cause: Mail count mismatch while processing mails in ServiceDesk application. Possible reason : More than one application might be pointing to same mail box for mail processing. Please check if any test
Update failing
Updating from 9040 -> 9048, I encounter the following error: I can verify that the ManageEngine ServiceDeskPlus service is halted.. What else do I need to do? FYI: The server also runs OpManager. Thanks
Loading stop at "Application layer started"
I tried to run program, but it stop at "application layer started". Result of an applications(run.bat, changedbserver.bat) launch you can see on the attachment screenshots. Please help.
Error while Backup Scheduling.
Hi we have an error while backup sheduling java.lang.Exception: Unable to get the data from [ARC_ServiceReq_5401] table
Running Two Servcie Desk Pluse on same domain will affect SSO fuctionality.
Hey Team, The Netlog and NTML v2 support's for two Service Desk Plus running on same domain & AD. The Primary SDP system SSO fails after setting up another. I checked the Kbase #100009 regards how it works and finds the error in logs/sso log files. Can you please help me on this.
Merge is stop working
Hello When we updated the Servicedesk, Servicedesk stopped working. We recover data from a backup. We were some problems. Merge is stop working
Fresh Install - Program won't launch
Just installed SDP today and the install went fine but it won't open up. It brings up the Splash Screen with a blue bar that goes across the bottom. The bar stops about 80-90% of the way across and just sits there. I tried rebooting the server and got the same results. Is there something I can check to see what the problem is?
Business Rules Issue - Only the first rules seem to be working?
Hi, I am setting up a clean version of SDP. In entering my business rules I have 2 main areas which are setting the Group and setting the Priority. My list of business rules show as 8 rules for setting the Groups followed by my first rule for setting the Priority. The problem I am experiencing is that the groups are set ok, but the Priority is never set. It is as if the last rule is not being run through the rules engine. If I swap the business rules around to do the Priority first, then the Priority
SLA Resolutions times
Hi I am implementing an SLA that must be resolved within 12 hrs, irrespective of Operational Hours, which are 07:00 - 19:00 Mon - Fri. Saturdays and Sundays are not considered Operational Days. It appears that even though this is configured to be irrespective of Operational Hours the clock does not tick on a Saturday or Sunday, therefore, if a call raised at 18:30 on a Friday is subject to that SLA, the DueBy Date is not until 06:30 on the Monday, using 6 hrs from the Friday and 6 hrs from the Monday.
Error: "cannot be assigned to the selected technician as the technician is not associated to the site."
Hi, We are suddenly getting this intermittent error: Failure. Request ID(s) 1234 cannot be assigned to the selected technician as the technician is not associated to the site. This happens sometimes on the same site with the same technician and the next day it is okay again. Technicians currently have the same rights on all our supported sites: Not associated to any site and as I said the issue is intermitant. We have no operating hours plugged in and all sites have the same settings. Please advise
changeDb on MSSQL
Hello, I try migrate my DB from one MSSQL server to another. While i select production server which have more the 7 instance ChangeDB.bat fail :( Exception in thread "AWT-EventQueue-0" java.lang.ArrayIndexOutOfBoundsException: 2 at com.adventnet.servicedesk.tools.ChangeDBServerGUI$2.focusLost(ChangeDBServerGUI.java:214) at java.awt.AWTEventMulticaster.focusLost(Unknown Source) at java.awt.Component.processFocusEvent(Unknown Source) at java.awt.Component.processEvent(Unknown
Connection Refused
All of a sudden, I'm getting a connection refused error message in all browsers - both remote and local connection attempts. Not sure where to look to begin to troubleshoot this error. The firewall is disabled by GPO on all server machines so I don't think that's what is at play here. But as a precaution, I went into the firewall settings in control panel anyway to confirm that the firewall was off - and it was. Any assistance would be appreciated - as I don't want to have to reinstall. Thanks.
service request approval status
If an approver denies a service request then at at a later time additional information is supplied and a second approval request is sent to the same approver and he/she now approves the request will the approval status of the service request change to pending approval. If not how do I remove the denied status from the service request.
Send mail fail
Dear Support, I can't send email when i choose SMTPS and port 587 in mail out going. I send you file support. Please tell me why i can't send email and give me solution. Thanks & Regards!
SSL cert problem in SD Plus 9.1
Hey , when I have generated a new keystore and received certificate files from the customer and imported them in the keystore , I get the following error message from IE 11 , " certificate is not trusted ." When I look in the certificate it reads "it is self signed" . I also get this message in Firefox. Have followed the administration manual for installation of SSL certificates. What am I missing ? I hope that someone else has come across this before! Best Regards Stefan S
SMTPS / TLS SD+ not working
Hi We are trying to start using SMTPS in SD+ SMTP har worked for years. Have a recive connector that we used for the SMTP connection for all these years on our Exchange 2010. Have now added TLS and port 587 to the config on both on Exchange and SD+ settings. Sending a mail throws this error in the logs. What could be wrong ? [com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[53]|: Exception while trying to send notification for Request ID : 5390|com.adventnet.servicedesk.ServiceDeskException:
./changeDBServer.sh --console -- Connection refused. Check that the hostname and port are correct and that the postmaster is accepting TCP/IP connections.
root@sd:/opt/ServiceDesk/bin# ./changeDBServer.sh --console ======================================================== Usage : sh changeDBServer.sh --console [for non GUI user] Usage : sh changeDBServer.sh [for GUI user] ======================================================== Jul 26, 2015 12:18:51 AM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: /opt/ServiceDesk/bin/../ Jul 26, 2015 12:18:52 AM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO:
Failed to start the server. Please refer logs for more details -- Service Desk version 9.1 64 bit on CentOS Linux 7 (Core)
[root@fr bin]# pwd /opt/ServiceDesk/bin [root@fr bin]# sh run.sh & [1] 7470 [root@fr bin]# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-b
Sum bug in display DataPicker
Hello.In my config setting: Start day of the week is Monday. But while create new Changes and setup "Scheduled Start " in DataPicker week start from "Sunday". In Request all work fine.
Failed to start the server. Please refer logs for more details -- Service Desk version 9.1 64 bit on CentOS Linux 7 (Core)
[root@fr bin]# pwd /opt/ServiceDesk/bin [root@fr bin]# sh run.sh & [1] 7470 [root@fr bin]# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-b
CMDB relation
Hello, I have a relation made with between a department and a printer. See below. But if a make a incident with Ben or Ben Langeveld, the field ci shows "no asset available". Do i forget something, or is thsi nog working. If a made the relation direct from the CI to mine name it is working. kind regards.
Excluded" and "freeware" software is listed as "Under Licensed"
Hello, In our "Scanned Software Assets" overview all the "excluded" and "freeware" software is listed as "Under Licensed". How can we fix the compliance type for all the software to compliant? These software is scanned with a previous version op Manageengine Servicedesk, now we are running 9.0 Build 9002. If we add new software to ""excluded" and "freeware" the type is set correctly. Regards, Danny
mark leave or unavailability for a half a day only
Hello I would like to know if and how it is possible to mark leave for a portion of a day only. (let's say a half a day) Up to know, I can only mark unavailability for a whole day. Thanks Best regards, Marc
Updating ME in CLI Ubuntu Linux issues
I'm having trouble updating to the latest version of the helpdesk using linux. I'm using the instructions found here https://www.manageengine.com/products/service-desk/help/adminguide/introduction/upgrade-service-pack.html but no matter what I type I get an error that it can't find the update file. I've moved the update file into the bin directory even to no avail. Any help?
Completed Approvals Being Regenerated into Pending Approvals
We are working with Servicedesk Plus (Ver 9.1 Build 9100) and we are having an issue with Approvals for Service Requests. Through testing I have concluded that every time a technician performs an update to the “Resources Info” section by answering the customized questions for any given Service Request, and then saves the request, this puts the request into an “on hold” status. I’m not sure why this happens, but once the request is in the “on hold” status it wipes out the prior approvals that were
Errors When Accessing SDP with Firefox
It seems the newest release of Firefox includes an identifier for the "logjam" vulnerability, which is causing an error when attempting to login to our ServiceDesk Plus server. The error is: SSL received a weak ephemeral Diffie-Hellman key in Server Key Exchange handshake message. (Error code: ssl_error_weak_server_ephemeral_dh_key) Any suggestions? We're not having the error with Google Chrome. We're running build 9046.
IE 8
Hi, When you register a query in the browser Internet Explorer 8 instead of a single query is logged in the system of two identical right. The Service Desk Plus displays an informational message "for IE 6 and IE 7 is not fully supported. Some features may not work properly." If you are using a browser version 11 or other browsers such duplication does not occur. Question - why the system issues a message when you use IE 8, and why there is duplication of requests? Compatibility Mode is disabled.
API Test Page not working
Hi @all, I found this documentation https://intranet.wiki.zoho.com/MSP-SDP/REST-API-for-native-app.html but the webpage to test the API ( http://<server>:<port>/ html/APICall.html) does not working/exist. Does anybody know whether this documentation concerns to the actual SDP release??? If so is there something special to configure to get this working? Thanks in advance Christoph
Capturing information from Service Request to task and Changing SLA via Business Rule
Hi, I would like to ask two following questions: 1. how to capture the content on Service Request description and transferred it to the task description attached to it. What I need from here is to get the information entered on the description to be immediately transferred to the task, so that the technicians can see it immediately via notifications on email once it's created. 2. how to change the SLA of Service Request by using business rules. Basically I want our VIP users to have immediate high
User not Showing in Department
A user has recently changed department, when I have changed their department in the service desk their tickets are not visible for the rest of the department. I have ensured that both the department and site are correct and match users in the same department.
Requests duplication in 9101
After update to version 9101 we got requests duplication if it created in WinXP + IE8. :( Any request is inserted in table twice, with different id's. In Win7+IE and WinXP+FF all OK. Can anybody help ?
Delay sending notice of the appointment specialist of request
When assigning specialist of request, formation and sending notice of the appointment is delayed up to one hour. Requests less than 10, registered specialists - 20 people. The rest of the notification, such as the closure of the request, deliverability quickly. We are using our own specialist roles. The cause and solution to the problem? Sincerely. Igor Stepanenko.
Error when processing mail stopped mail fetching
Hi Folks, Manage Engine build is #9045 We experiencing a problem today when an email was being pulled in by manage engine servicedesk plus it had an error while processing mail, this caused the whole mail_fetching service to stop. Firstly can I get someone to check how this would have happened and secondly is there a way to set up automatic emails when this happens to it can be manually restarted immediately Thanks, Cahal
Removal of the technical specialist
I have a problem. Our technical specialist is fired, so we blocked him in AD and removed from GIU in Servicedesk. He is not presented in the list of the specialists in servicedesk too, but tasks still assign to him. Where is the location or file, from whitch i should delete him? Thanks for the quick answer.
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