Problem with sending email notifications
Hi! I have a problem with sending notification to business users after techical specialist resolved or closed requests. Business users do not receive or the system does not send email notifications. This problem appeared a few days ago. I use SDP about 4 month (version 9.0, build 9016). Exchange Server version is 2013. The screenshot and the Support file at the attachment. Can you help me solve this problem?
Requester List Empty in Problem Module Only
When creating a new “Problem” in SDP (Ver. 9.0, 9020 – 9023) and attempting to add a Requester to the “Reported By” field, I am presented with an empty requester list. I have restarted the service/server, upgraded to the latest build, and confirmed that I can see the requesters from the other modules (IE: Incidents, changes, projects, solutions). It is just the Problems module that is the issue. Why can't I see the requester list?
remote control tool
We're adding psexec util to a remote control tool but it didn't show up in tech machine. In task manager we see that psexec is running, with user logged on tech PC, but programm didn't show up. the same situation with cmd and other executables.. what did I wrong?
Operation hours And Due Date
We have a problem with Operation hours (the problem started about a week ago) We have Operation hours from 09:00am to 06:00 pm Request was made at 04:59 pm and 4 hours SLA. System should move to the next business day but we sее that time solutions is 08:59 pm in this day... Today (10/27/2014) we have another problem. Request was made at 11:20 am and 1 hour SLA. And Due Date is 05:30 pm. But should be 12:20 am.....
Categories in CMDB as I can get all the information in asset
Hi I'm trying to figure out why when I enter a server in the Servers category asset Physicists can not see all the information, hardware and software? If you insert the virtual server in this information disappear ? How do I get to have two categories Physical and Virtual Server and have the list of software scanned ?
Assets-Creating Incidents/No Asset Available
Testing asset association with creating an incident. My goal would be when help desk tech creates an incident, performs a look-up of a requester; the Asset section auto populates with the asset information. Instead it shows "No Asset Available" (see attached) I created a relationship with the asset and the Requester in Assets. Any suggestion on why this field does not auto-populate?
Cant connect to ServiceDesk plus port 8080 externally
I can connect to port 8080, through my local lan and if I use free anonymous proxy site it works from any pc over the internet but if I just type my free dns name into browser it cant find page. Im using Ubuntu desktop 14 for the server.
Android Application
Hello; We have SDP 9.0 Build 9004. If device is in internal network, SDP Android app can connect to SDP successfully. If the device is outside of the company network, Android app can not connect to the application. Yes I know, you'll recommend me check firewall and gateway devices but they have been already checked many times. We can connect to SDP web interface with browser by using 80/443 ports from outside of company network successfully. So it proofs that 80/443 ports are open. Do you have any
Servicedesk Plus and attached documents
Hello We have a big problem, we can't open Attached files. When we try to open the Filename is shown as something like this 'FileDownload_jsp?module=Change&ID=157809&KEY=C1C01E1C-A572-4408-ACF9-466605A0D3E7&delete=false'. I did find the Attached File directyly on the Application Server and no problem opening that File. This is very important. Best Regards Reidun
Problem with saves from Database
I have a ServiceDesk environment in my company and I 'm trying to do a round of the database (SQL Server 2008 r2) but to reach 6 % of the saves out the following errors Java.io.IOException : Write Error - SDBackUP.Java : 1225, - SDBackUP.Java : 905 , - SDBackUP.Java : 353 , - Response Stream.Java : 67, - SharedSocked.java : 409 , - TDSCore.Java : 438 , - JTDSStatement.Java 176 I also get this error: Exception in thread " main" java.lang.OutOfMemoryError : Java heap space ..... I need help to solve
Dashboard Customization
I remember the dashboard is customizable beginning ver 9; however, I cannot find ways to add/remove reports to the dashboard now. Will someone tell me how to have the dashboard in edit mode? Thank you.
Remove Imported CI Fields From .CSV
I made my first attempt to import CIs via .csv into our Servicedesk Plus environment. This worked well, but was only a test. My problem now is that the additional fields that were created for that CI, which were the headers for each selected column in the .csv, are visible on any CI record in my environement (Including Technician/Requestor information) and even after deleting the particular CI/assets originally added, this is still the case. How do I remove these fields when they are not visible
ServiceDesk Plus SSL for an internal domain
I'm looking to implement SSL (Port 8080 or 8443) on an SDP installation running on servicedesk.domain.local . Can this be achieved with the tools provided or is there specific procedure? Whilst it's straight-forward to create a self-signed certificate using IIS, I'm not certain where to start with Tomcat. Thanks
Authentication error Active Directory
Hello , the problem with authentication with a domain account. The error in the user name or password. Import was successful. A uthentication Active Directory included .
Assets manager - wrong assign based on IP
We've start using Asseds manager and SDP agent to scan network for workstations and assign them to a users in SDP. In one hand it's a cool feature and helps IT technicians to do their work. In other hand, this feature didn't work well. After first install on my PC, it's fill all params with my PC's identification. I've chouse auto assign option and now my PC in SDP became really my pc ;)) After some days, my PC changed IP address (it's often cause when you've got a big network) and also (after agent
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)
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