ServiceDesk hang on "Application Layer Started...." using Postgres
Using version 9038. I installed it and couldn't access the web interface. I uninstalled and used a different port and everything was fine. I was having issues with Unknown Username or Password for the LDAP user, so renamed the "extracted" folder as directed in another thread. ServiceDesk would not start back up. Restarted server and it still won't start back up. Gets stuck on the splash screen. I just tried returning the "extracted" folder back to it's original name and restarting ServiceDesk
Application start-up isse
Having evaluated ServiceDesk on an old desktop machine, I spun up a new VM to install it on permanently. Unfortunately, something seems to have gone Wrong... When it starts up, the splash screen stops as per the attached image. How can I go about troubleshooting this?
Pass-through authentication not working
Hi there, I have gone through the trouble-shooting guide and read all the posts on the forum, but am still having issues. According to the logs, it authenticated successfully, however, I'm still getting the login page. Any idea how I can resolve this? More information: 1. I created the computer Account using the script on DC 2. First DNS entry on SDP used for DNS Server IP 3. Bind Sring: aiatsis.local as shown in AD tool 4. DNS site: AIATSIS as shown in AD site tool
Select approver box not working
Hello, I am having issues with my Select Approvers box not populating the approvers I am selecting. I click on the button that opens the available approvers and I click on the approver I want and hit save but nothing happens and the box remains empty. The field in the template have both "requesters can see', and "requesters can add" check boxes filled in so it should be working. Can someone help me with this? thanks, Scott
SD+ Old Support Group In Views
I recently renamed an old support group to *disabled*SuppportGroupName (as it appears you cannot delete old support groups) and then removed all the "Technicians interested in this group" and left only an "admin" Technician listed. However, previous technicians who were part of this support group can still see the group, in its old name, listed under their Views available form the Requests tab. If they choose the old name, it displays a request page with no results (as im assuming the rename means
Asset keeps changing
I have a strange situation with two of my assets. If I scan one, the other disappears and vice versa. Also, the user assigned to the pc stays flips to the other. The MAC addresses and IP address are different. Example: The names are pc1201 and pc1203. If I scan 1201, 1203 disappears. If I then scan for 1203, 1201 disappears. I do not understand why. Different IP addresses, etc. I checked our AD, and I don't see any reason for a conflict. If I do a network range, it fails to pick up pc1203. Only
Drop down menu in incident forms
In IE11, we have an issue where the drop down menus for selecting various things (such as the technician) requires that it be clicked twice. The first time it is clicked, it will appear very briefly and then close again and our technician has to click again. While very minor, it is still an annoyance. This does not happen in Firefox or Chrome. Only in IE. Thank you.
Can't login using local administrator account
Hi, It seems I am affected by the inability to use local administrator account to log in to SD+. Since this account is the only one with appropriate priviledges I would like to ask for help. AD integration is working fine and the AD accounts can successfully log in. SW is Windows Server 2003, SQL 2005 I am 100% sure approx 3 weeks back, the login was working as I was changing some notification settings. No SD+ updates since then (and not even moths before). Security updates most probably did happen
SDP REST api set E-mail id(s) to notify - which field name?
Hello, I'm creating a ticket using REST api of SDP. Which field should I pass to set E-mail id(s) To Notify? Also when I set field <group> it doesn't change in SDP, why? All other fields necessary for me I can set and all is ok with them. Thanks
Data migration
Hi there, I am planning to migrate existing data from MS SQL 2008 to MS SQL 2012. Both are running version 9.0, but with different built number. What are the steps involved? Thanks
MySQL database migration to MSSQL error
Hello, We have a version of ServiceDesk Plus 9.0.34 32bit with 32bit MySQL database . We installed since version 8.1 and we have always done the updates one by one. Maintenance , we encounter performance problems. We conducted archiving tickets , optimization of database and Java from this site: http://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html My first question : Do you think that reinstalling ServiceDesk in 64bits with MSSQL database 2012
Issues with SP 9036
I just installed 9036 and noticed two issues right off. 1. When I click on the "Requests" tab on the main menu, I always get a message box popup at the bottom of the screen that says: "We are happy that you've found the right solution!". 2. When I click on the "Admin" tab on the main menu, I receive an unformatted page with all available items as an Ordered text List. Has anyone else had these or similar issues? Thanks!
Error Statrting Client
Trying the free edition for the first time, I'm getting the following error when starting the client: Exception in thread "main" java.lang.NoClassDefFoundError: com/adventnet/nms/uti l/XMLDataReader at com.adventnet.servicedesk.server.utils.CommonUtil.getNode(CommonUtil. java:24) at com.adventnet.servicedesk.server.utils.SDDataManager.readBuildData(SD DataManager.java:96) at com.adventnet.servicedesk.server.utils.SDDataManager.<init>(SDDataMan ager.java:66) at com.adventnet.servicedesk.server.utils.SDDataManager.getInstance(SDDa
What to do when my admin (technician) account dissappears but I can still log in?
Team, I tried to submit this earlier and I think that I did not complete the post. I apologize if this is a re-post. I have been setting up SDP for my company and everything has seemed to work exceptionally well. The only issue that I have ran in to is after importing active directory requesters and changing my AD account to a technician with admin access, my account has disappeared. I set up my IT Directors account exactly the same and his has not dissappeared. My whole IT department has accounts
ServiceDesk Question
Hi all, I'm just wondering if the following scenario is actually possible with ServerDesk Plus. If so, can someone please shed some lights for me? I am trying to group requests using the "site", "user group" or "Support Groups" within ServiceDesk plus. Say for instance, I created three sites called "HR", "IT" and "Facility" (I know these names doesn't sounded like sites, but as long as it works, I don't mind what they are called in General), then assigned different technician to each site, say technician
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?
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