How can i rebuild the database
I've been testing ServiceDesk Plus and thought that I would re-install the system completely in order to fix some errors I made during my initial setup, however, it appears that the database did not re-create properly, all the tables are present but there is no accounts to use etc so i am unable to login and begin configuring everything. Can anyone tell me if there is a way to force a database rebuild to reset the database back to default "just installed" mode? I'm using a MSSQL server if that should
Disabled Local Authentication
I disabled local authentication and now I can't login as administrator or any technicians. I see instructions for fixing this with MySQL, but I have PGSQL. What is the command to fix this? Thank you!
SDPCrash-OutOfMemoryError upon start, continuous restart
Dears, We've rolled out the scan script on our workstation recently (around 600 Workstations) and this seems to have caused resource exhaustion on SDP, hence we've been getting the SDPCrash-OutOfMemoryError issue. I've tried to fine tune the heap size in the wrapper.conf file to a maximum where I wouldn't get the "Could not reserve enough space for object heap" and I reached the values 512 and 1432, but still the out of memory occurs. What should we do now? this is really getting frustrating. Enclosed
Problem with move onhold status to open status
Dear Sir. I do have problem with moving onhold status to open status scenery. I have made template Categories request as service catalog and i did the workflow to approve the request from one technical so when the end of the user create new service request which i have already made the status should be onhold in tell the technical approved the request,so if the technical approved for the request the status should move to open. So i want to put the status be onhold by itself while the user create
Backup Fails when trying to upgrade to lastest update
I have upgraded many times and never had a problem, but today when I run backupdata.bat I see the following on the screen and no backup happens. c:\ManageEngine\ServiceDesk\bin>backupdata Starting.... java.io.FileNotFoundException: SDPbackup.log (Access is denied) at java.io.FileOutputStream.open(Native Method) at java.io.FileOutputStream.<init>(Unknown Source) at java.io.FileOutputStream.<init>(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.initBackup(SDBackUp.java:203)
Import from Active Directory stopped working
When trying to import users from Active Directory it stopped showing our AD OU tree and was just showing the Users OU. To try and fix that problem I ran the following commands on the database: delete from adousrelationinfo; delete from adorganizationalunits; I am now getting the attached error when trying to import users
Removing the video links from the portal page
Hello, Our company does not allow users to stream any video so I am wondering how I can remove the "Watch this Portal Usage Video" from the requester portal page? Thaks, Scott
HTTP Status 500 after login
Hi, after loggin in with my admin credentials, i get the following error message: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86)
org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1201)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:177)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Service Fails to start
After making modifications suggested in taickets
Dashboard links generate NTLM failed redirecting to login page error
We are able to look at and view graphs on the dashboard with no problem. However, when we click on any of the links on the graphs on the dashboard page, we are taking to a page that has the error message "NTLM failed redirecting to login page " Once there, the page seems to just continually refresh every couple of seconds.
Email Notification for close jobs does not work.
HI, Don't know if anyone can help, its a strange one. When I submit a request to helpdesk it replies with an automated response which is great. However when a job is closed it does not email back saying what the resolution is. I have the template created and it is save in the notification settings. I have checked filters etc and its not being blocked. There is also nothing in the logs I can see. Its obviously not the send settings as I get the auto response when a ticket is created. Any ideas. Thanks
Service fails
After making changes suggested in ticket 7184017 and 7184110 I get the following error in the event log, please advise Log Name: System Source: Service Control Manager Date: 1/29/2015 11:50:03 AM Event ID: 7024 Task Category: None Level: Error Keywords: Classic User: N/A Computer: nysdp.milbank.local Description: The ManageEngine ServiceDesk Plus service terminated with the following service-specific error: Incorrect function. Event Xml: <Event
HTTPS
I opened a ticket to redirect traffic over port 443. The Ticket # is 7184017, after executing steps 1 and 2 I try to connect from a browser I get a page cannot be displayed error.
SQL Migration
I opened a ticket for migrating my local database to SQL, the ticket # is 7184110. Currently our SQL servers are configured for Domain Authentication. I when I attempt to connect to the SQL server I get the message "connection failed" . I was sent a workaround which is outlined in the ticket, however it does not work, can someone please assist.
Technician removed from AD and re-imported no longer recieves notifications
We have setup service desk plus and had all of our technicians setup and all was well. One day we had to delete one of the technicians from active directory and then recreate them with a new user and email guid. We then re-imported the users to service desk plus which includes the newly created technician account. now that technician doesn't receive any notifications,.all the other technicians do receive email notifications except the one that was re-created. I have tried removing the technician
Registry Issue
Hello, We are required to apply the following changes in the registry for the following item: Computer\HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\ServiceDesk The ImagePath setting requires the path C:\ManageEngine\ServiceDesk\bin\wrapper.exe - C:\ManageEngine\ServiceDesk\server\default\conf\wrapper.conf to the following "C:\ManageEngine\ServiceDesk\bin\wrapper.exe - C:\ManageEngine\ServiceDesk\server\default\conf\wrapper.conf". This is required to fix a path enumeration vulnerability.
How to set user- technicians to change Category ?
Hi all , I want to allow user-technicians to create new category. How to do it ? i can't find permission for it. Thanks
SD+ totally broken
Help please! I'm cannot start mail fetching, cannot change anything in SD+. "Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File." Build 9033
Error while creating request to SDP
Dear sir.. We are trying to create request as (incident & service) to SPD but it show as an error [10:55:17:123]|[01-21-2015]|[com.adventnet.servicedesk.workorder.action.WorkOrderAction]|[SEVERE]|[30]|: Exception while trying to add WorkOrder|java.lang.NullPointerException And i have rename the folder named "extracted" (to extracted_old) but still have same error So could any one help me out bcz am have problem with client and i cant do it thank
When ticket is resolved two emails are sent to customer: updated and resolved
Hi, As per above, is there a way to setup sdp so that it only sends resolved notification once the incident is resolved and not resolved along with updated at the same time? I thought there should be a business rule to set like this: if ticket updated and status does not equal resolved, take action: send update notification. Please advise Thanks
additional field change
When a Change needs to be approved or rejected the manager needs to fill in a commend for status change. This is a additional field. I have 2 questions: is it possible to let the box empty and press Save (so when I want to add a commend i can. when i don't have commends i dont fill in anything. When the options above are not possible, is it possible to remove the box. So i can change the status without getting additional fields.
Associate Requester to two different sites
Greetings, Is there a way to associate a requester to to different sites? I've got requesters that travel and work on two different sites. Thanks, Danny
9033 - Solutions search returning "No solutions available". Enterprise edition.
Thank you.
How to set user- technicians to change Category ?
Hi All, I want to allow user-technician add new Category . How to do it ? I can't find premission for it
Technician Error
When i open the Servicedesk+ app from my ipad and go to a request and want to select a technician i get the folowing error:
Bizarre Solutions Search Results
I am not sure when this might have started, but it was brought to my attention today that the Solutions search function is not working properly. I've found several other threads that reference similar problems but no solution has been posted other than upgrade (re: https://forums.manageengine.com/topic/problem-with-searching-in-solutions-database). I upgrade weekly, currently on Build 9032. What's odd is that the main search box yields questionable results, but the secondary column search fields
AD Pass Through Authentication
Hi, we have installed service desk and have connected it to our active directory. We were able to successfully import all of our user. We also have setup the AD authentication and pass through. We have no errors on the setup screen and we also appear to have no errors in the sso log file. When we open up the service desk homepage, it says the user has successfully authenticated in the log file. However, the home page screen still shows the login screen and makes the user still login. Shouldn't
Solutions - List of Approvers to submit the record to includes some who used to have permissions
(reported with respect to ServiceDesk Plus 2018 Enterprise) I have removed several Technicians from the Role that allows them to approve Solution Records, however these Technicians still show up in the list of possible Technicians to submit a Solution record approval request to. I have double-checked that these Technicians have no other Roles that would grant them these permissions. I need help with this. The permissions were removed to eliminate accidental publication of Solution records in
Service Desk administrator password reset
I changed our server time and since then I unable to login to service desk plus it says username / password is incorrect I tried to follow some blogs which reset the password from database but I get the following error Please check........ C:\ManageEngine\ServiceDesk\pgsql\bin>psql.exe -U postgres -p 65432 -d serviced sk psql: could not connect to server: Connection refused (0x0000274D/10061) Is the server running on host "localhost" (::1) and accepting TCP/IP connections on port
backUpData.bat fails with java.io errors
Hi guys, Before upgrading to the latest SP (from 9004 to 9003) the upgrade notes here indicate that I need to run the backUpData.bat after stopping the ManageEngine service. However when I try to run this backup it gives me the following error messages, I'm not comfortable upgrading until I've completed this back so that I caan roll back if necessary: Thanks!
Logout on each selection
I have a new install of ServiceDesk on a new server. I have windows authentication set up and working. When I am on the server and connect to ServiceDesk it works great. When I connect to ServiceDesk from my computer, I get the login screen and am able to login. When I click any link, tab or button on the page, it goes back to the login screen. From here I can login again and it takes me to the new screen that wanted to access. When I click on any button to take me to another screen I am logged out
Paste a picture into request body from clipboard
Hi in SDP 9000 i cant insert a picture from clipboard in IE10. With Firefox it works. is their a way to do it also in IE10?
Administrator login
After updating to 9033, i'm unable to login as local administrator. All AD account work good, but i have the only one acoount with SDAdmin role - 'administrator'. I did everything from help topic and change Administrator password to "admin", but still cant login. Also i checked " Enable_LocalAuthentication_Login" , it's true. Help please
One of my sites cannot use ServiceDesk Plus
Internet Explorer shows Internal Error: Missing Template ERR_CONNECT_FAIL when you go to the URL. No login screen, nothing. Just the error. Any ideas? My other sites are working fine and can login to the portal. Thanks, Matt
I cannot edit the Priority and SLA in Request Details.
I cannot edit the Priority and SLA in Request Details. I've tried change the Priority and SLA in the request details but it is grayed out. Please help me.
Not working receive mail
When i press the button to save the settings in the incoming e-mail, an error occurs: Not found certification path to the requested object. Please configure the application to the trusted / self-signed certificate How i can fix this?
Fetching email
Hi All, I setup mail fetching and it seemed to be working. It connected to our server with no errors and I was getting old emails that were supposedly tied to that email address. Now it is not grabbing any emails from this email box. I sent a few test emails to it and it is not grabbing anything. The log says there are 0 msg to receive.
Ticket send by email visible on requestor webpage
Hello community , I would like to correlate email send from requester mail box with my requester account to make mail ticket visible on user webpage. My requests have their email in database (I’ve import them from active directory)already so I would like to make them match with emails delivered from my helpdesk account. thx for you're time and help,
ManageEngine ServiceDesk does not started
ManageEngine ServiceDesk does not start. Run stops at "Application Layer started". After that, one can see only the dots. Operation System : Microsoft Windows 2008 R2, started on VmWare ESXi5.1.
How to delete Support Groups assigned to other sites
Hi, Recently I was merging two support groups into one using a query provided by one of the ME technicians, and I have noticed that on our system we have plenty of unused support groups. We have about 200+ sites and pretty much each site has got duplicate support groups assigned to each one, but to be honest we don't use sites to distinguish Support groups, SLAs, Working Hours, etc. We only need the sites for delivery addresses in PO system. Our support groups are not assigned to any sites therefore
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