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
Sending Email
I can send email to users inside our domain but I cannot send email outside of our domain so email to xxx@mydomain.com works but email to xxx@gmail.com fails I get an error EmailFailed to send invalid address xxx@gmail.com Any Ideas this work fine a few days ago now it no longer works. Any ideas Thanks Stan
SPAM in SDP+
I've got a BUG in spam filter If I create a rule SENDER IS NOT abc@domain.com This filter will work in all incoming mail. How can I allow only emils from a white list domain (ex. my company only)
ServiceDesk PLus is not starting
Dear, I did an update of the SDP on 08/01/2015. On 12/01/2015 around 23:00 SDP stopted working. After reboot of the server it still not starting. If I try to run 'run.bat' in a dos-box I get this message. "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\\..
DISASTER RECOVERY - Restoring from back up
hi, i was trying to simulate a disaster recovery by restoring a back up of the entire database to another server. unfortunately i was stuck at "application layer........" Please help. Attached is the restoration of back up script. Thanks.
Ubuntu 14.04 ServiceDeskPlus 9032 - Wont start after restore
Hi, Not urgent or important at all, I'm only testing for now. I have installed ServiceDesk Plus on Ubuntu, 14.04. Default install worked fine and I could logon and access the web console. I then restored a backup file, and now the server won't start and I'd be interested in seeing what BASIC troubleshooting I should do: ==> What log file do I need to look at? ===> boot.log under /ManageEngine/ServiceDesk/server/default/log reads like this ONLY: 14:14:27,020 INFO [Server] Starting JBoss (MX MicroKernel)...
Back up and restoring to another server failed
hi, i was simulating a back up and restore from one server to another.. but apparently the restoration of the back up file from one server to the other server failed because when i try to open the service desk application.. the program hangs on application layer message.. attached is the output file. please help.l
[solved] Trouble installing 9033 hotfix
I updated my servicedesk installation today as I was several versions back. I successfully installed 3 updates to get to 9000, and now I can't seem to get 9033 working. When I use updatemanager.bat to initiate the update, it tells me that there is a pending JRE update and to run servicedesk server. When I run the server, it gives me the following output in cmd.exe and continues to run the server: "Inside Change JRE" "Going to change JRE folder" Could not find c:\ManageEngine\ServiceDesk\jre_old
I cannot start SDP
Hello, I´m having a problem. I cant start the SDP, because the splash screen keeps stopping in "Application Layer Started......................................." message. I migrated from one server to another, because a energy problem. After the clean install, the service run perfectly, but when I restore my last backup, the service keeps stopping in the "Application Layer Started......................................." message. When I execute the run.bat file, it ask me to change the port, and
Evaluation to free
Morning I installed an evaluation version of SDP in a test environment to allow my SD Analyst to do some testing with creating new policies etc. After install I restored a backup of our ServiceDesk and she had been fine using as normal. Since the free version says it's the same for 5 technicians, I figured we could just remove technicians. Since the evaluation expired, she can no longer get into SD to remove additional technicians etc. If I try to open it, it sits at "Application layer started..........."
AD Authentication - User name and password invalid.
Hello! I have setup AD integration properly, all the users are showing up in the ServiceDesk site. When I go to log in with one of the accounts, my own, which is setup as a technician it says the username and password is invalid. I have selected the domain and my credentials do work. The funny part is if I use the App with my email address everything works. I also attempted to add SSO, which is reporting as working, it still asks for a user name and password in a pop up box. (I added the URL for
Email is not picking up from mailbox
Hi Support, I'm having an issue picking up mail from the Exchange mailbox. I've emailed you the log files this morning. When I stop the mail fetching and then press save I see the error: "Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate" . I've followed the steps in part 2 of this link and created a new cert file and moved it to the correct location but the issue persists. I've confirmed IMAP is working and I've restarted the
Update a ticket by email from the requester
Ok, this is weird. We've just started using servicedesk and like the power of it, but it's behaving strangely. If a requester replies to a ticket notification, instead of updating the ticket, it creates a new one. If we disable the function to create new tickets by email, the updating works again! Is this by design? Can we only have one of the two functions? It'd be a shame if so, because we really want to be able to create new tickets by email, but also want users to be able to update their tickets
Request Searches Passed a Certain Date
It seems that any searches we try to do for our Requests will not return results that are after Nov 18. You can locate the tickets when viewing "All Requests", but the search function will not return them. An update was done around that time, and we had to work with support to get functionality again. I'm not sure of the details, but if needed, I can get them for you. Currently running 9.0 Build 9026.
The time elapsed analysis not work in Chrome
I'm working with the version used is 39.0.2171.95 m
Update a ticket by email from the requester
Replies to a ticket notification from the user aren't updating our tickets - just creating new ones instead that we have to merge! They're straightforward replies with the ticket number in, with two hashes either side, but it just isn't working. Any ideas?
Possibility of rationing
Good afternoon, Is there a version 8.2.0 Build 8212 the possibility of rationing? For example setting the PC category, you must set the rate of implementation of 1 hour. Next, you need to compare this rate with the time of the assignment.
Backup failed
Hi, After a downgrade of ServiceDesk plus to the free version, I am trying to import a backup from before the downgrade. I have installed the same version as we had before the the downgrade and the import also seems to be working fine, its running for a while with no errors. However no data is imported. Any ideas?
Mail fetching problem on SDP server
Hello to all, we have experienced some problems with mail fetching. After some days working correctly, for some reason suddenly it stops fetching mail showing these errors on log server (error 3009): Mail fetcing is delayed ....due to start time and finish time is ZERO Mail fetcing is delayed ....due to schedule time=1416646769873 more than curren sys time=1416649824710, finishTime=1416646709873, startTime=1416646704087, timeToWait=1860000 Any clue about this error? Could you give us a solution?
No UNICODE in report diagrams
Report diagrams not showing UNICODE text labels. Also, generated PDF files not showing any UNICODE, not in diagram nor in detailed list.
Problem with fetching mail
I don't know why my post was I quess deleted. So from the beginning. I made installation of SD Plus v9.0. But I had to make reinstallation. Before I did I had working properly e-mail settings. After installation when setting e-mail account in Admin / E-mail account settings or something like that (I have in Polish :) ) I'm typing the same settings creditientials and so on and I have something like this when I want to use pop3s or imaps That It cannot find the proper certifcate please set trusted/self
Technicians Adding Tasks to Approved Tickets
Is there a way to stop a technician from adding tasks to tickets that are not assigned to them? Issue is that once a ticket is approved, tasks are being added after the approval for access that has not been approved. This has happened twice this week and business rules are not working and I do not see the option under Roles unless I take all access away to create a task.
Asset status localization problem
Hi, We have SD+ 9.0.9029 setup on PostgreSQL - Enterprise license. We use Polish language. We have problem with asset status localization - "In Store/In Use etc.". It is displayed in English even if Polish language is chosen in user interface. I've checked the translation in ApplicationResources_pl.properties file and it is present (sdp.asset.resourcestate.XXX values) but not used by the system. How can I find the source of the problem and repair it ? Regards Lukasz
Server Setup to Enable Mobile App Access
Being a Help Desk person and not a security \ networking person, I need detailed instructions to give to the networking folks on what I need them to do to my server to make it accessible to my techs on their mobile phones. Is there documentation for this? I already know how to set up the app on the phone. That doesn't do me any good unless something is facing the Internet. I just don't know how all that works. Thanks, Leslie
FAILURE :Vendor is being used by a module. Hence cannot delete it.
Hi We originally imported our assets from CSV files, during this process some assets inadvertently listed the manufacturer as vendor. Now, when using the purchase order module when trying to select a vendor for a new PO it auto populates the vendors from existing assets. I have manually created a list of vendors we actually order IT equipment from however the vendor list is full of unused vendors. What is the best way to remove these unused vendors from the PO vendor drop down list? Trying to delete
Deleting Assets takes a very long time
Hi All, Not sure if this is a problem as such so I figured i'd post this as a question as its not something that's completely broken or affects us in any bad way. I noticed that now if we try to delete 50 assets or more at once, it can take up to an hour to delete these assets, so long as the browser window doesn't time out. Deleting 5 assets or less takes less than a minute. We usually run a clean up and re-scan of all assets every few months. We're currently on SD 9021 and noticed this behaviour
Request Catalog - Alphabetizing Request Templates
(logged with respect to ServiceDesk Plus 9018 Enterprise) Any update on Issue ID SD-46437? We are desperate for this to be resolved as Self Service Portal across our organization. We are about to release our Self-Service Portal to Requesters as a customer service-friendly tool for them, but in order find one Request Template they have to read through the list because it is not alphabetical. We have stopped populating the Catalog, as we are getting complaints about navigating it. Please consider
SSO Problem IE 10/11
I cannot get single sign on (SSO) to work with our SDP 9.0 (9023). I have followed the instructions online and in the configuration settings page for SSO. The computer account appears to be working and the configuration I entered in for SSO saved with success. However, every time I go to the SDP site in IE 10/11 or Firefox I get a challenge response (Windows Security) window from the browser. In IE 10/11, if I enter the credential into the Windows Security window, it will pop up two more times. Then
Outgoing mail TLS
Hi, I'm trying to enable TLS for outgoing mail on port 25. When it's enabled SD plus is unable to send messages. I've verified that TLS is working on our mailserver. In the SDP logs I see the following: [SYSOUT]|[INFO]|[29]|: Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path When our mailserver communicates to SDP it reports: TLS/SSL
Incident Template for Requester Drag and Drop greyed out
Hello, when I want to edit the incident template for Requester the Drag and Drop fields are greyed out. I found out, when I delete some fields in the current incident template the last 2 Drag and Drop fields are suddenly available. It is the same behavior under Internet Explorer, Firefox, Chrome and Opera. I think this is a big bug under V9.0 Build 9006 needs to be fixed. Under Build 9003 everything was fine. At this moment I can´t edit the Requester Incident templates. Best Regards S.Fischer
Searching solution not working
Hi there, After upgrading ServiceDesk Plus from 8217 to 9027, searching the solution seems to be off. I thought by 9027 this indexing issue has been fixed? Please advise how to fix this. Or perhaps I need to manually re-index them again?
Desktop Central agent integration in SDP
Hello, We recently upgraded to the enterprise version of SDP from the free version. We already have Desktop Central agents installed in our environment. I followed the steps to integrate the asset information from the desktop agents, but it looks like all the information in the Asset Tab is coming from WMI scans from the initial scan and not the DC agent. When I try to force a scan they all come back with "Error : General failure while performing the operation. [ Troubleshoot ]" Also,
E-mail fetching
Service desk didn't fetching e-mail, but mail fetching status is running. after stop/start fetching, or restart service at same time, mail fetching going back to normal. This error startig after 8217 update thx
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