SSL Certificate
Hi everyone, I've been trying to install a digicert wildcard certificate following the instructions here http://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html but I'm still not able to get it to work. My web browser still displays certificate error, can someone please help me!!! Thanks, Danny
Agent not reporting to SDP
I have several workstations with the agent installed and I have verified it thru the control panel as well as looking it up in SDP under the workstations and selecting software. However, they are not showing up when I click on the workstations with Agent Installed link. Scans have been successful each day and the latest agent is installed (1.0.18) on a few of the workstations. Lastly, could I do an inventory of all software without the agent?
When replying to request CC is populated with the "sent to" address.
We use a number of email address that forward to SDP. The send to addresses ae distribution groups that contain the SDP mailbox as a member. We use this so that we can assign "send to" address to different groups in SDP. When we reply to a request, the CC field is populated with the original send to address. Is there anyhing we can do to stop this? 8.2.0 Build 8203 MSSQL.
Service Desk Plus - Technician Dissappeared
Team, Good morning! I have been configuring SDP for our company and all seemed to be going well until I realized that my admin technician account was no longer visible. Originally my AD account imported fine and I promoted myself to an admin just as I did my IT director. His account is still visible however mine is not. The real kicker is that I can still log in using SSO and have my admin permissions. I've tried reimporting AD and changing things about my AD account to "trick" SDP but I have had
Issues with setting up HTTPS
Our company is evaluating ServiceDesk Plus and I am trying to setup HTTPS. The server that we have the application running also has IIS installed. We created a Certificate from this server and I ran through all the steps but I am wondering if we need to get the cert from our ISP or if we can use the one I created on our server. I also wanted to know if the cert name needs to be named our domain name "warrantyplus.net" for it to be recognized. thanks.
Import Request
Hi Team when I am importing request and keeping the date of creation as old date on importing the date is getting change to new date ? will not take old date as created date Regards Manish
New ticket issue
As of 9034 anyone else having this problem? When I enter a new ticket for a user that is not in the database it loses everything in the body line of the ticket when you click submit? Can anyone create tickets for a new user? It seems when it prompts you to ask if you want to add this user it loses all the infomation you input... I've tried support and they have no resolved it...
ServiceDesk PLus is not starting
Dear sir, I tried to started SDP using run (cmd) but it shows me this error please help me out, I am working with the client :\ManageEngine\ServiceDesk\bin>run Inside Change JRE" ============================================================================== JBoss Bootstrap Environment JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Auto Assign Business Rule
I've created a business rule for certain types of tickets to be assigned to one specific tech but its not working. Its still assigning these tickets to all of the techs in the round robin.
Active Directory Login Authentication not Working
Hi, We are currently having some issues with logging into the web interface using Active Directory Authentication. We were able to setup and Import some selected objects from Active Directory with no issues. But we only Enabled Active Directory Authentication and not the "Pass-through" Authentication. The service account we used to Import the objects from Active Directory only has Domain User privileges. Is there any logs I can look into to troubleshoot this issue?
How to Delete Active Directory Import
I have configured ServiceDesk to import requesters from multiple Active Directory domains. I now want to remove/delete one of those imports but there does not seem to be an option to do that.
Blank Screen
Hello, I am evaluating this product for use in our Enterprise environment. I installed the product on a server, and started configuring it and everything worked correctly. I changed the theme of the product to a customized color theme, and then restarted the server, and when I try to open the Service Desk Plus console now, all I see is a blank white screen? I have tried: 1) Starting/Stopping the Service 2) Trying another web browser I searched for other threads with the same issue but couldn't find
E-mail Fetching Randomly Fails
I’m demoing ServiceDesk Plus 9.0 Build 9035 and sometimes the mail fetching works fine and others where it will delete the message out of the inbox but it never shows up as a Request. Also, I’m not getting any e-mails I’ve set up in the Notification Rules (e-mailing reports works though). I've restarted the service several times and verified all of the fetching settings are correct. I’ve attached the support file. Any ideas?
ServiceDesk Plus - Change Workflows allow edits of previous stages if Technician has not refreshed page
(noted in ServiceDesk Plus 9018 - many apologies if this is a duplicate topic or mentioned in KB or a service pack fix - I don't have much time to search right now and can't afford to wait to log it) Build 9018 behaviour: Change Workflow enforces that once you have progressed beyond the Planning stage you cannot edit the fields (e.g. Roll Out Plan) in that stage. Under the following scenario, a Technician can bypass this security. 1. Technician 1 opens Change Record while it is is Planning stage
where to find postmaster.pid & how to set ticket ID to another starting value
Dear all, I try to follow the instructions given by another FAQ section to set the ticket ID to another starting values. However, since I use Linux/Ubunto the commands given in the FAQ (./psql -U postgres -p 65432 -d servicedesk) are resulting in an error message " could not connect to server". I'm not familiar with postgres at all, so the syntax in Linux might be slightly different.. While I tried to find out the reason I found as well the pgsql/data file it completely blockked (mode 700) but this
Active Directory: Import Single User error
Hi guys, ServiceDesk Plus Standard Edition 9.0 9035, if i try to import a single user from Active Directory i obtain this error: 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
org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
mail fetching from exchange 2013
just migrated our 'support' email account from exchange 2007 to 2013 server. unable to link servicedesk back to receive mail from the mailbox. tried everything I can think of in terms of receive connectors on new exchange box. tried linking service desk using ports associated with all existing receive connectors. (not totally familiar with new exchange system yet) confirmed correct username and password for support account. out of ideas and needing help now. unsure whether the problem lies with servicedesk(unlikely)
email reply by unassigned technician
I have looked over notification settings and cant seem to see what i need so thought i would ask you lovely people ( flattery gets you everywhere ) We have a team of Technicians, When a request is raised no technicians were receiving email notifications. I created a group and placed them all in there and selected the following: Now the techies receive the emails but when they reply via email the ticket does not get updated. If i manually assign the ticket to the techie they can reply via the
After 9035 update
After we did the update the admin tab is now just a big listing. Which makes it much tougher to find things. Is this just a setting or an issue with the update. As we have the latest version installed for another department with no issues. This is how it looks now.
Backup error!!! please help me
We get the following error when the scheduled backup fails. What do I need to do to fix this? Error Message java.io.IOException: The process cannot access the file because another process has locked a portion of the file at java.io.FileInputStream.readBytes(Native Method) at java.io.FileInputStream.read(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.addEntry(SDBackUp.java:2224) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2091) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2064)
Incoming Email
we have a couple of employees with a problem. When they email us they email with an address like this: firstname.surename@example.com when we inspect the incoming mail the email address is changed. it become a underscore "_" instead of a dot "." when they log in intro the self-service portal using AD authentication they can't see the ticket. Because its sent with a different email address Why is the dot changed to a underscore? our email program is IBM Lotus Notes kind regards, Jordi van Oosterbosch
Restricting Requester to view only his Assets
Hi, how can i restrict the requester to view only the assets which he belongs in submitting New Incident form. Right now when a customer tried to log a incident and dig down the assets lists he can see all assets of all sites which he no needs to see. please help.
Error for one user accessing previously submitted Requests
Hi For some reason, when one of our users tries to access a Request she previously submitted, she gets the following error : HTTP STATUS 400 - Invalid Path / WorkOrder requested type Status Report message Invalid Path /workorder was requested description The request sent by the client was syntactically incorrect (Invalid path /workorder was requested). Could anyone please advise Thanks.
Update Failed 9034 to Build 9035
When i try to update i got the message bellow: Unable to start the database. Possibly server is running, if so please shutdown the server. Or previous upgrade is failed and the message for the same will be displayed in the command prompt. I will put the update log attached. UpdateLog Thanks in adavnced.
multiple email addresses
In our organization we are using multiple email addresses for different sites. We have one main email. with that email address users can log in intro the manage engine page self-service portal with AD authentication. When they use multiple email addresses the tickets don’t get under one account and cant log their status. Is there a option to add multiple email addresses for one person? so each email from different email addresses comes under one account?
Problem with mail conf
Hey, I download and install ManageEngine ServiceDesk Plus v9.0. I Made one installation of my fedora server and integrated with MySQL. I manage to configure mailbox for our service to and connect it in administration panel. Unfortunately I had reinstall my servicedesk to use postgresql database. After installation I have problem with conifugurating my mailbox. Strange because I use the same creditentials, I choose IMAPS and it gave me a notice That It can't find the proper certificate please set trusted/self
New ticket issue
Hello, we have SDP build 9035. When we creating new ticket and english-named requester, everything is OK. But if username is in cyrillic, we have alert "requester name does not exist. do you wish to add new?" and no matter that requester was imported already. Also, we lost body of ticket, only subject is remaning. How can we fix that?
After update and service pack 6 cannot start application
Urgent problem, as Servipack cannot be uninstalled (have tried to call the support number, no agents available) Same problem as other post with simiar topic (no solution), also as topic "The ServiceDesk startup hanging at "Application layer started.........................."" Included is the wrapper.log, as this was asked for in the other topics/posts. Best Regards Jan
Large Servicedesk MS SQL log
Hi I have a question. Why is my MS SQL log file for our Servicedesk larger then the database is self? The database uses about 180MB and the Log about 1GB of storage. Is there something wrong with the setup or? Regards Martin
Service Level Agreement (SLA) Change Priority Resets SLA
Hi, We are trying to setup our SLA rules and notifications. In the case of a low priority ticket that fails its SLA rule, we want to re-prioritize the ticket to a normal priority. However, when we do that, the SLA is also changes to the Normal priority SLA and it shows that the ticket is not failing the SLA. From a performance reporting perspective, the ticket failed the SLA when it didn't meet the low priority SLA, Is it possible to re-prioritize the ticket without changing the SLA violation?
Mail sending not work
Hi! I have a problem about SMTP relaying in my infrastructure. I allow the ServiceDesk server internal ip address to relay through my exchange server. I also set the SMTP settings on the WEB UI at administration / mail server settings. When I try to send mail from a ticket I get an error immediately on the form that cannot send mail and I also see it on the support / logs but no specified information can viewed except the following message: "Exception while trying to send notification for Request
Adding "?" as value to custom "Incident Area" field caused display error
The values within a custom "incident area" field were "n/a" - the technician attempted to change the value to "?". The tech then returned to the '/WOListView.do' page and the list of request IDs was blank. Using any filter (e.g. "All Requests"), the same result (see attached) This only affected the technician that made the change. When loading a single request ID - /WorkOrder.do?woMode=viewWO&woID=71961, it works fine. I have since changed the value back on these requests but with no luck. Can you
How to install a new wildcard PFX certificate?
Hi Guys, I would like to install a new wildcard certificate into MangedEngin Supportdesk Plus. I've followed the following document: http://www.manageengine.com/products/support-center/ManageEngine_SupportCenterPlus_7.9_Help_InstallationGuide.pdf ( titel: Installing a PFX ). But when I restart the service as given in the Document, the managedengine supportdesk tool will fail See error: STATUS | wrapperm | 2015/02/13 15:00:40 | ManageEngine SupportCenter Plus started. INFO | 1 | 2015/02/13 15:00:45
Cannot reinstall ServiceDesk
Hello all, I am trying to reinstall the ServiceDesk (windows 2008 r2 sp1 and sql express 2008) ... without success. Basically I do all the installation part (selecting MSSQL) and when I try to just simply start the service... it does not start. Can you help me out ? Thanks.
Service Categories
I have problem in service Categories list, that when I add service it’s not appears, and when I try to add again it’s told me that the service already exist ,and it’s not appears in the list ,and in some user it’s appears, so how I can solve this problem.
Contract ID is NOT system generated
When I create a new contract, the required fields are Name, Type, Vendor, AND Contract ID which is a text field (see image below). The manual states that Contract IDs are system generated. I cannot create a contract record without entering data into this field. I don't see a way to change the Contract ID setting. Please advise. Thanks.
Downgrade an expired eval
Late last year we went through an eval of SD+ Professional. We are looking at getting a 10 tech license and the Project management add-on, but have to wait for budget. In the meantime, we want to downgrade to Standard to start using it. I downloaded a 10 tech Standard license. But, I can't get to the web interface and the SD+ app on the server does not start. I took a snapshot of my VM, uninstalled SD+ and re-installed the Standard version. I could then start the application. However, as soon as
Contract Owner Details Missing
According to the Admin Guide (page 440), you can view the contract owner details by clicking the Actions combo box and selected View Owner Details option (see image below). I do not have this option. Please advise. Thanks.
Multiple Sessions to different ManageEngine Products
I have several ManageEngine products running and when i login to each one of them in the same browser i continuously have to keep logging in when i switch from one app to another. How can this be fixed?
Passthrough Authentication not working
I am trying to configure pass-through authentication to allow our technicians and requestors to login with their AD details and not have to enter the details again. I have successfully created the AD System accounts and everything appears to be configured correctly however Pass-through authentication is not working. Upon further inspection of the system logs I suspect that SDP is running with an incorrect time zone somewhere, despite the server and user accounts having the correct time zone applied
Next Page