Upgrading ServiceDesk plus from 8.2 to 9 Fails
Dear Support, I installed Version 8.2 and restored old data from a backup with same build, all went fine. But when I try to apply a service pack to update to Version 9, it fails. - I updated service packs with sequence ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_12_0.ppm ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_17_0.ppm ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0.ppm ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_36_0.ppm - The Database build on MySQL - I can move to MSSQL or anything
Problem adding Cost Center in IE
Hello, I've noticed a small quirk when adding a new cost centre, using Internet Explorer, just for one technician (the main user of our purchase module). After adding the cost centre there are no error messages, but then it does not appear in the list. Adding a cost centre works fine in Chrome. Using IE 11. The cache is regularly cleared. We're on ServiceDesk version 9039, but this has been happening for several versions prior. Any ideas? Cheers, Frank
[SOLUTION FOUND] Can't install with external Postgres DB
Solution http://blog.1e3.ru/2015/04/zoho-manageengine-servicedesk-plus-external-postgresql-database/ 1) Install ServiceDesk Plus and run at first time with internal DB (./bin/run.sh); 2) login ServiceDesk Plus and add task, for example and logout; 3) shutdown ServiceDesk Plus (./bin/shutdown.sh -S) ) run ./bin/changeDBserver.sh and save new settings 4) run startDB and dump internal DB ( ./pgsql/bin/pg_dump -h localhost -p 65432 -U postgres -w servicedesk -f dump.sql ) after stopDB.sh 5) restoring
Duplicate requesters - Unable To Merge
I have a requester that was having issues with their account. After running queries it was revealed that there are 4 accounts for this person. Successfully set the status of each account to "resigned" which should force a new account creation when a new email is submitted to our ServiceDesk application but it acts as if the account still exists. Decided to set to the status of all the accounts to active to test but now the accounts will not show up under Admin-Requesters but according to the queries
Unmark service request approver
Hi, In the Request catalog we want to add approvers. In the list we only want to specify the department head. When I open the list I see 3 options: - Department head - $reporting_to$ - Art van (requester) I only want to see the Department Head. So I tried to remove "Art" from Service Request Approver but I can't unmark the option?! I have 3 questions: 1: is it possible to only show the department head? (Without $DEP_HEAD$ in front of it) 2: How can I remove the requester Art from Service Request
Request catalog does not match incident catalog
We are currently evaluating ServiceDesk Plus Standard edition, and I have a question that I have not been able to resolve by looking through the forums etc. on the web page. When I log in as an administrator, at the top left of the screen I see the drop down “Incident catalog”. This dropdown shows service categories and then incident templates within those. I created a new service category and associated a template to it, and sure enough, it appeared in the drop down. However, if I log in as a requester,
Client notifications
If i do not add a client address in to "notification address" field, then the client do not recive notificatios when a ticket assigned to a technician. Do i realy have to add client's name in to both fields, when i create ticket recived by phone? Is there any way to automate adding address in "notification address" field? and one more thing, when i recive a ticket by email, there is no "notification address" field at all =/
Backup fail during upgrade from 8217 to 9000.
Hi, we're processing to the upgrade of our servicedesk application. We're facing to the below issue during backup process. the file generation seems to stop after the creation of the data file as indicated below. The progression from upgrade windows is continuing to move but no movement from backup folder after 40 minutes of waiting time. Please advise. Thanks, Jed
Constant Windows Security prompts - SSO enabled
Hi, I have configured SSO following the guides and have my domain in CAPS, have the fqdn domain hidden from login, have the intranet zone set via GPO, have NTLM2 enabled via GPO but I am still getting constant security prompts. It doesn't matter if I put my password in or press cancel the helpdesk still works. I have removed both NetBIOS and fqdn domains, reimported them, created new computer account, reimported users etc. nothing works to remove the prompts Any suggestions where to investigate to
Problem starting server
am trying to start the server but it show me this error please help me hot V 9001 DB MS sql Please check the Logs file which is attachments
Relationships deleting
hello am trying to delete relationships between business service and software through list view but it only show me 10 result per page can I change that or delete the entire relationship plz help
Servicedesk+ does not show multiple Monitors in Workstation assets?
Hi Guys, Servicedesk+ does not show that i have 2 monitors attached to my workstation. Can this be fixed? I can see it has multiple monitors in Desktop central. Cheers, Jamie Cameron | Service Desk Engineer | Central Otago District Council TEL (03) 440 0699 MOB (027) 221 5993 FAX (03) 440 0661 EML Jamie.cameron@codc.govt.nz WEB www.codc.govt.nz
Modify/Remove Custom Field for Service Requests
How can I modify/remove Custom Fields for Service Requests? Incidents have their own menu option, but I cannot find a method to perform the same action for Service Requests. Cheryl Ankrom Jennmar Corporation
Issue with ServiceDesk Plus 9.0 Build 9038 & Firefox 36.0.1
We recently upgraded our ServiceDesk Plus to version 9.0 Build 9038. When I open ServiceDesk Plus using Firefox 36.0.1 and go to Requests - Open a Request and go to the "Resolution" tab, I am no longer able to enter a resolution. The cursor will not appear in the Resolution box from Firefox. This works fine from IE 11.
Install help for free version
I keep running into this issue, while installing I select ms SQL, I then have the fields server, port, user name and password. I enter the name of our SQL server in the server field as \\server\sql instance, I then enter port 1433 in port and the username and password for the sql admin. The installation seems to go through fine, then I try and start the application and it gets hung on application running or starting or something like that . When I check the SQL databases I do not see the database
Viewing License Key on Workstation Software Screen
I am starting to get my company moving toward management of our licenses in ServiceDesk Plus (Professional - 9.0 Build 9020). I added a new license and license key under Software Licenses and Allocated that license to the computer it belongs to. When I look the Software Details page under the workstation and look in the list for that piece of software, it shows that the software is managed but the license key does not show. I can manually add that key by clicking the Edit button next to the software
Support Groups Dropdown is empty
We are in the setup stage of SDP... When entering a new incident, the dropdown for GROUPS is empty. All my support groups are for ALL ACCOUNTS and DEFAULT settings. What am I missing?
Unable to select 'Reporting To' user with apostrophe
Receive an error when trying to select users for the 'Reporting To' field with apostrophe's in their last name (ex: O'Brien). This user is an existing Requester and is able to create and send requests to SD+. Error message: 'Select user from existing user's list' 9035 MSSQL
Problem with service catalog and business rules
Dear sir. We are facing a problem in the service catalog business rules, the business rules is work fine if we don’t use the approval work flow but when we use the approvals we found out the rule is not apply on the service request
550 5.1.8 Access denied, spam abuse detected
Since Feb 23 the alerts from ServiceDesk Plus are rejected to external contacts by the Office365 mail servers. Internal contacts have no issue (O365 spam filter not applied for internal mails). I have spend a couple of hours with a MS tech and we found that the issue is that the messages which SDP sends are not signed. Our configuration of the mailserver has been validated and is correct. The error is below (see highlighted part). Anybody any idea on how to have SDP send signed messages? Remote Server
Searching
I find the search facility within Service Desk really unfriendly to use. Is there a way in which I can type a keyboard and for it to search in all areas i.e. requests, conversation, notes and resolution without having to drop down each one as this is very time consuming and never brings back the correct search results. Thanks
issue connecting ADSSP to SDP
Hi there, As instructed in this page: https://www.manageengine.com/products/service-desk/help/adminguide/configurations/general/other_me_products.html I keep getting this error: Unable to connect ADSelfService Plus server. Please check the server configuration. We currently have ADSSP running normally and accessible via: https://server.domain.com:0000 (0000 is port number). This is the set up in SDP: Server name: server.domain.com Server port: 0000 Protocol settings: https I've tried putting in the
Scheduled CSV User Imports
Hello, We are having issues setting up scheduled csv user imports and are not sure where it is failing. 'CSVUserImportSchedule' is enabled and user fields have been mapped in 'ScheduledCSVUserImportMapping.xml'. Per this previous thread (https://forums.manageengine.com/topic/scheduled-import) we are unable to locate the ManageEngine\ServiceDesk\default\logs folder. We did see a logs folder in ManageEngine\ServiceDesk\server\, but it was empty. Is there another location where the serverout logs can
How can I merge old support groups into a new support group?
We originally had 1 group ex. Windows Admin A. Then we split that group into 2 separate groups ex. Windows Admin B and Windows Admin C. We did not delete the old group since we still had multiple tickets assigned to the original group. We are now back to one group again, is there a way to reassign all the tickets from B/C and move them back to A that would not involve manually looking for each ticket and re-assigning it? We will eventually delete Windows Admin B/C.
SDP - Problem with images on solutions after change webport server
Hello to all, today we have changed webport server on our SDP installation using changeWebServerPort.bat and alias in Self-Service Portal Settings to use 80 port. After this change, some of solutions don't display images (the url show old link). Could you tell us how to resolve this issue? Thanks in advance
Requester login issue
Hi, My users are synced with AD but some of them getting incorrect username/password message. It affects approx 2% of our users. Any suggestions? Thanks
Schedule Request Status Change doesn't work
I have submitted a support ticket over a week ago and no one has contacted us but the Schedule Request Status Change isn't working. We originally upgraded from 8210 to 9006 over a week ago. We have uninstalled and reinstalled with no luck. I am curious if it there is a setting in our database\config that isn't working correctly. If I do an install using the internal database it works but when I point it to our sql database it doesn't.
timezone in Moscow
Hello! when I creating a site - I need to choose timezone. for now most of our sites are in Moscow, but not +4 as it written in the list. It will be corrected or I need to use any +3 area? already about a half-year timezone in Moscow is +3 and not changing winter\summer... please advice
Domain Authentication
Hello,I imported all of our AD user accounts but users can't log on with their domain account. [03-23-2015]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[35]|: authenticating user : roberto.oliveira| [17:19:30:832]|[03-23-2015]|[com.adventnet.servicedesk.authentication.internal.SDRelationalLoginModule]|[INFO]|[35]|: User Domain Mapping Status Inside SSOUtil ---- true| [17:19:30:832]|[03-23-2015]|[SYSOUT]|[INFO]|[35]|: sso_Login_Status----->false| [17:19:30:832]|[03-23-2015]|[com.adventnet.servicedesk.authentication.internal.SDRelationalLoginModule]|[INFO]|[35]|:
Problems with ticket via email
Hello community, I've a problem with ticket request via email in Service Desk Plus. I put the all information related the incoming and the output email server, but when I saved the following message appears: FAIL: The e-mail settings have been successfully saved. However, an error occurred while trying to verify the connection to the mail server - Problems connecting to the e-mail box. I'm using the gmail and the outlook.com. Could you help me? Thank you very much.
SPAM filtered email still creates new requester
Hi, We have a very large number of filters defined in the SPAM filter because we receive a lot of different system messages that we need to block from creating requests. This is working very well. However, even though the requests are being blocked, it seems that SDP is still creating new requesters when the system emails come in. I end up doing regular cleanups in the requester list, and they keep coming back, even though the requests are not created. Is this possible, or am I doing something wrong?
active directory integration
I have downloaded the latest version of SDP Standard 9.0 Build 9039. I have been struggling the last few days trying to enable Active Directory authentication. I have been able to import my users as requesters from my AD OU's. According to the instructions once I have completed importing my users my next step is to just enable Active Directory by going to Admin > Active Directory and then just checking the Enable Active Directory Authentication. When I try to log in as an imported user (making sure
Change Management - Status Change Comment Box
It appears in some of the forum links that this had a issue ID of SDF-57122 However, when I search the issues it doesnt exist. I'm guessing it was implemented, did it break, or am I not finding how to turn this off? When I edit the template, I do not see anyway to turn this off (the field has mandatory, but hovering over doesn't give the pencil like it does other fields)
iPhone Push Notification
Has anyone installed the ServiceDesk Plus App on the iPhone and had push notifications work?? I cannot get Push Notifications to work even though they are enabled in the Notification Centre
Pass Through Authentication
Hi, Looking at rolling this out to my users, but having an issue with SSO. I am successfully authenticating against AD which is great, but to put the icing on the cake for my users, I would really like to get SSO working. Well it isn't. Computer account seems to be configured OK etc. In the sso log, the only error (what I assume to be error) is the following. 2015-03-13 11:25:06: at java.lang.Thread.run(Unknown Source) 2015-03-13 11:25:06: jcifs.smb.SmbException: 0x80000005 Can anyone help say if
problem - REQUESTERS have no SITE assotiation
REQUESTERs don't have SITES. when I tried to fill field SITE in edit REQUESTER - it's possible, but disappearing after saving. when I created new user with adding SITE to it (test), it possible to view in detail view, but not visible in LIST VIEW. without connection to the SITES requesters is like a mess and, when creating new incident, SITE not choosing automatically after choosing REQUESTER. please advice me about this problem... I connected attach in which possible to view the sample - in detail
Domain Scan Failing - Unknown Username
I'm unable to perform a "Windows Domain Scan" since upgrading from Build 9033 to Build 9035. If I attempt to do this manually (Admin -> Windows Domain Scan (in "Discovery") -> Scan Windows Domain) I get a "Unknown username or wrong password given to enumerate the Workstations in the Domain." message on the screen. I also receive the same message if I click the "Fetch OUs from Active Directory again." link. I know the account being used is valid, not disabled, not expired, and that the correct password
Discrepancy in Assets Used and License
Hello, We seem to have a discrepancy in our licensing and total assets that I cannot reconcile; any help would be appreciated: As you can see, from our assets tab, we have 656 assets in use, but according to our license we've used 739. We are using Version : 9.0 Build 9018 Thanks, Kevin
SLA Escalation Notifications Sent to Non-Technician
We've had an example where our SLA warning notifications are being sent to non-Technicians. Reviewing the notifications under the SLA section does not indicate any users other than the 2 individuals that require the notifications. We are on build 8217 running MySQL. Any assistance? Thanks
i can't renewing expired license on the linux version servicedesk
servicedesk plus error 500 and i can't login and upgrade license start server on the linux consol run.sh but i can't change license not asking new license file i'm start the server ./run.sh how to license renew on the linux expired license servicedesk plus Please Help me :/
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