Desktop Central upgrade from v8 to v9 but now upgrade to 9023 fails
hi i was still running an version 8 of the desktop central server, today i upgrade to v9, all went fine, rebooted the server and checked functionality and all seemed to be working i took a snapshot of the server and the upgrade to 9023 failed right at the end, could not find anything in particular that went wrong. i reverted to the previous snapshot and tried again but the same issue i am reluctant to try it a 3rd time is there anything in particular that i can do to stop this last upgrade from failing?
Not scanned discrepancy
In SDP 9022, but also previous versions too, I often see how many workstations haven't been scanned in the last 7/30 days. Attached is an example of my issue, but here is a brief description. No of workstations - 555, not scanned in last 7 days - 211. No of workstations - 555, not scanned in last 30 days - 178. All good so far, and as expected. If I then click on the hyperlinked number (211 or 178) it takes me to a page listing 1-50 of 178 (or 211 if I'd clicked that). If I then click on to the
VNC Viewer setup
What is the command used to launch VNC viewer? The default command entered "vncviewer $DEVICENAME" provides the error message: Cannot run program "vncviewer": CreateProcess error=2, The system cannot find the file specified. I have the VNC viewer software installed on both my machine and the client I'm attempting the connection with.
Reply Not populating To: field and e-mail alerts not working.
Just upgraded to the newest version. When replying to a ticket or a users appended message the To: field is not populating with the user's e-mail like it was before. If you manually enter the To: e-mail it attaches it to the ticket and sends it out. Also e-mail alerts for a new ticket are not being sent out. Admin > Mail Server Settings say they are running.
Gmail Gencert issue
We are having issues with fetching mail from imap.gmail.com:993 when I run gencert.bat as suggested in the forums I get the following errors. C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert imap.gmail .com:993 Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\cacerts... Opening connection to imap.gmail.com:993... Exception in thread "main" java.net.ConnectException: Connection timed out: conn ect at java.net.PlainSocketImpl.socketConnect(Native Method)
Approval is automatically furnished by system while creating any change request
Dear Team, This is just to inform you that, we are getting pre approval error while raising any change request. As approval is automatically furnished by system while creating any change request (Screenshot attached). Thanks, Satyam Kunal +91 9953087878
Value '0' Set to Incident Additional Fields, Causing Request Closing Rules to Fail
We are finding a value '0' is set to some request fields, and this makes the request closing rules to fail. Out of 1000+ requests, only a handful of them seems behaving this way. By looking at the history of the request, the value '0' is given before a user manually assign a value. Our requests are created via web and email, and only emailed requests are affected so far. As far as I know, only three request fields are affected and common to those fields are: 1) Incident Additinal Text Fields having
After upgrading from 9017 to 9020 I get errors when logging in
The server is up and running but when I trying to log in I get the following error. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.manageengine.servicedesk.utils.OtherMEApplicationsUtil.getJumpToUrl(OtherMEApplicationsUtil.java:213) org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1535) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
Best Upgrade Path
Hello, I'm looking to see what is the best path to get my SDP version to the latest version. We are currently Sitting at 8.1.0 Build 8116. Is there anything major that changes or is there anything i need to be worried about. Also are there any ppm or updates that i can skip over to make this a little quicker. Also I See that Java 6 is still baked inside the tool, Went is Java 7 going to be added to this? Thanks
Stop Timer Still works for Custom Status?
Hello, I created a new role and took away technician ability to stop the timer or change the due date. When going to the create a new ticket I see that "On Hold" is no longer a option. Which is perfect. Now I created a new status called "Change Request Initiated" iIn Progress with the status timer of stop. But when i lon on as a Technician "On Hold" is still unavailable , but the new "Change Request Initiated" still shows up in the list? should this not be unavailable as well?
Error after restoring to new server
Hi, I am attempting to restore to a new application server and a new SQL server. I got as far as installing the application on the new server and database (confirmed it worked), restored the data with restoredata.bat, which succeeded, but now the service fails to start with Event ID 7024 in the Windows System Log: Event ID 7024: The ManageEngine ServiceDesk Plus service terminated with the following service-specific error: Incorrect function. Some things have changed between the servers. Old
Can't scan windows 8.1 machines
I'm having a lot of trouble scanning windows 8/8.1 devices. I've completely disabled windows firewall so I know that's not involved. Has anyone else run into this?
Business Rule Technican Auto Assign For Site Don't Work
I create business rule for site: assign all requests to one technican. The rule is enabled but don't work. For test i create additional action inside this rule: assign specific category to request. Category is assigning, but technican don't.
Page Loading Slow
Hi Dears Im using Servicedesk plus version 8.2 up to week a go system was work so good without any delay,but from this week when requester click on the "Add request" the page load about 8sec and then refresh and show the result somewhere else when the technicians wants to assign the ticket to anotherone it also make too long. i have about 4000 system that scaned and about 9000 user (requester) my server detail is: Corei7 Ram :8Gb Windows server R2 2008 whats the problem and how i can resolve it?
Support Group Email
Hi Guys. I'm trying to set up a ticket flow whereby anyone that sends an email to "network@helpdesk.com" and "developemt@helpdesk.com" are routed to the respective support groups in Servicedesk. I have a main email address of "servicedesk@helpdesk.com" and the two addresses above are added in Exchange 2007 as aliases. However, on the exchange clients, when you type in the address of "network@helpdesk.com" it automatically changes to the main email address of "servicedesk@helpdesk.com", therefore
You can not create a request for this user
Getting the following error when trying to create a request "You can not create a request for this user. The user belongs to a site for which you do not have access". Found a post on this that referenced having special symbols in the name. Like (/ ' ") etc This is not the case here. The only difference I see among the technician log ins is that his login account starts with a capital letter. In fact the first two are capitalized. Would this cause an issue?
Failure: Exception occurred while performing the operation - Single user
I have opened a Support ticket with ManageEngine but I have not received a response, so I thought I might post here. We are running ServiceDesk Plus Version 8.2.0 Build 8213. We have a single user that receives this error message when trying to enter a resolution: "Failure: Exception occurred while performing the operation". This is reported in multiple browsers. If he goes to the "Resolution" tab, he receives the error "No Resolution Available". Does anyone have any insight on this? Thank you.
"Technician Auto Assign" assigning tasks irrespective of technician availability
Hi Team, I have 3 shifts timings operating in my office. 1. Monday to Saturday Day shift operates from 9:30AM to 5:30PM 2. Tuesday to Sunday Day shift operates from 9:30AM to 5:30PM 3. Monday to Saturday Night shift operates from 4:00PM to 12:00AM I configured Email fetching and I need to configure the "Technician Auto Assign" feature, in such a way that, the emails received should be automatically assigned to the available technicians in a round robin basis. But the configuration doesn't seems
Problem with SDP from the outside
Hi, I'm having an issue with SDP from external access, not on the LAN. I've the server in my LAN and all users can access to it. But I've made a reverse proxy with nginx to access from DMZ to the server. I've made a subdomain of my domain and redirected to the DMZ proxy reverse. That DMZ proxy also redirect to my LAN Server. I think is a good idea to not expose the server to the internet. But in this scenario I've issues that sometimes the server don't respond from the external URL. I need help.
unable to restore data from fullbackup
I try to restore data to fresh SDP 9019 from fullbackup. I have a 3 backup files backup_postgres_9019_fullbackup_09_25_2014_15_00_part_1 backup_postgres_9019_fullbackup_09_25_2014_15_00_part_2 backup_postgres_9019_fullbackup_09_25_2014_15_00_part_3 When I run restoreData.bat there is possible to select only one filename, therefor I select first one. During restoring data I have a next errors, and the process is stoped and in ServiceDesk directory a lot of ***.sql files. ==== Please wait ! Deleting
AD Import on a Linux install
We have a fresh SDP install in a Linux environment. However, when I try to "Import Requesters from Active Directory," I receive an error that states; "Active Directory Authentication is not supported in the Non-Windows installation." How can I import requesters from AD, Enable AD Authentication, and Enable Pass-through Authentication? Thank you!
service desk opening with a blank page
service desk is opening with a blank page! any solutions / ideas?
Login Issues to SD+
Having a weird issue with SD+. New instance, fresh install, new server. Users have imported from AD fine. LDAP is configured and connecting fine. If I make a user on the SD+, instead of importing it, and log it in to Local, it works fine The Admin account works fine (on local) dB is MSSQL (same as the original instance) No account, be it a requester or technician, will log in with domain credentials, it just says "username or password incorrect" The same account still works fine on the original
HTTP status 500-
Getting the following error when connecting over vpn: java.lang.NullPointerException org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:2180) 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:162) org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069) org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
Agent Configuration
Hi, We have deployed the asset agent to the computers with wrong information in the agent configuration. Now we replaced the ManageEngineAssetExplorerAgent.msi and only the new computers with the new agent are getting scanned at boot. Can somebody please edit and send the AgentConfiguration.vbs to me based on our settings. Please find the details below: If you require the AgentConfiguration.vbs, I can email it to you. Thanks. Rafeeq (rafeek4u@gmail.com)
Error when processing mail
I'm getting an Error when trying to process mail. I did try removing the message listed in the error that does not help. I end getting the same error on the next msg. Any pointers would be appreciated.
New Install - Failed To Start Server
New install on Cent 6.5 When I start run.sh I get "Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details" I'm not able to find the logs. The log files I do see aren't being written to.
Backupdata.bat fails
Backupdata.bat fails when I try to upgrade from 8000 to 8027. Returns ERROR = *Invalid object name "trace_xe_action_map".* I can not move forward with this upgrade until this is resolved.
Request does not fall under your permitted scope
Hoping someone can answer this for me. I've got a couple of requesters who cannot see requests/incidents created in their name. All other requesters have no problem. Clicking on the email link they receive when a request has been created and they are told 'Request does not fall under your permitted scope' I've re-created their SD accounts but that hasn't worked. They are not technicians Running version 8.2.0 Build 8212 Any ideas? Thanks
Creating New Users/Requesters - Not emailing user information
We are trying to set up multiple users. We did this individually and out of the 53 users we set up, only 4 sent the email to the new user to set up their account. We have tried removing and resetting up the users to make sure everything was ok, but no luck. We would like to implement this ASAP as we are already behind our original kickoff date. Does anyone have any suggestions as to what else we can do? Thank you in advance for any and all assistance. ~Shannon
Automating Ticket Creation
I have several database servers that I would like to track the type and number of specific issues for each server and then of course, track the time and resources expended to resolve the issue. I have set up my jobs to send an email to helpdesk@afrmic.com when a job failure occurs. The idea of course, is to have the help desk system generate a ticket from that email. The sender of the email will be the server name. I have tested this a few times and not only does a ticket not get created I do not
Error when restoring production data to a test environment
we are setting up a Test environment but every time we restore the backdata taken from our prodcuetion environment we get the error "java.sql.SQLException: Cannot find the object "CIType_603" because it does not e xist or you do not have permissions." Out test environment is the same build version as the backupdata from our the production server we are using an MS SQL Server Any ideas?
License Renewal
Hi there, Until recently we've been licensed for 10 technicians in ServiceDesk. We had this license because we had 6 technicians but one of those technicians are no longer with us, so it was my understanding that we could use the free license for up to 5 technicians. Our license was due for renewal but I was advised by our vendor that we didn't need to do anything further as we only have the 5 technicians. Unfortunately as of today we can no longer login as any of our technicians, or the admin
Event ID 0 from source PostgreSQL
The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. had this problem after restart got it fixed but it may come again please advice the fix. regards
Confused about SDP Exchange integration
So it appears SDP does not support normal Exchange integration like our last help desk product did. It only supports POP or IMAP. That doesn't like like too big of an issue (for us) as we run our own Exchange environment and I think we can secure it well enough. I am confused about the mail fetching though, SDP says "create a separate mail account and alias it to this mail ID". We have one helpdesk mail (helpdesk@xxxx.org) and want the users' mail to create a ticket (request) if they mail to helpdesk@xxxx.org.
File Not Found after moving fileattachment store
Due to the excessive size of the fileattachments folder we had to move our SDP installation from C Drive to a new D Drive. After this move we have found that all (if there are exceptions to this they haven't been found) old attachments cannot be opened and some new calls are experiencing the same issue. This move was done by another technician in around August. When I browse D:\ManageEngine\ServiceDesk\FileAttachments\Request, I can see Aug2013, Oct2013 and Sep2013 folders. When I attempt
After upgrade 9018 no Filter field in Assets
Hello There is no FILTER field in Asstets after upgrade to 9018 (from 9013) Regards, Dmitry
Upgrade servicedesk plus 8008 to 8217
Trying to upgrade from build 8008 to 8217 and get the error "The file is not compatible with this product." Is there another service pack between these two versions so I may continue the upgrade path to the newest release? Thank you. Harry Seto
Get number if today resolved request via rest api
Hello, I am looking for solution to get number of today resolved requests or list of resolved requests via rest api. Now I successfully using GET_REQUEST with pre-defined custom filters, but in filters I cannot set current date, only fixed value. Is there any decision?
Mail Server - Sending outgoing mail failing
Hi, We have the following issue: we are using Gmail as the test server for the testing and for the first couple of weeks the email sending has been working great. For no apparent reason, it stopped working and no replies or notification mails can be sent anymore. From the logs I found the following error: Caused by: javax.mail.MessagingException: Exception reading response; nested exception is: javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? Email fetching works OK,
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