Update Subcategory and old records
Hi. Recently we changed our subcategories, How can we set the new subcategories to the old records (Incident/Request)?
tech cannot create and assign ticket to herself
One of my techs cannot create and assign a ticket to herself. She gets an error "You cannot create a request for this user, the user belongs to a site for which you do not have access" We are not using sites. I have checked the support group and it is set to allow user to view all tickets I compared the tech account to other accounts for other techs and all seems to be set up the same. Can someone offer some advise to figure this out?
Fail to upgrade ServiceDesk 8217 to 9
Hi, Im trying to upgrade my SD+ build 8217 to 9 using the following ppm file: ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0.ppm But after the backup, Im getting this error: SD+ is running on Windows 2003 server and using SQL as DB Could someone help me, please? Below the error inside updatemgrlog.txt Thanks Paulo Santos Aug 13, 2014 1:15:31 PM [SYSOUT] [INFO] : stopping DB Server >>>>> false Aug 13, 2014 1:15:31 PM [SYSOUT] [INFO] : Aug 13, 2014 1:15:32 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil]
search not returning results after date
Hi, Is there a way to tell the system to reindex the search? We're not getting any search results on requests after the 15th of July. On MS SQL, 9.00 Build 9008.
LDAP authentication
Hi, I have a problem , i import users from LDAP and then i want to add new Requesters by my self . but when i add new users , how can i Authenticate these users to LDAP?
Exclude Assets from Scan
Is there a way to exclude specific computers from the Asset scan as i have some assets with a specific Type like "Unmanaged servers " need to exclude them from the scan .I didn't have a specific group for them in the AD but the comman factor between them is their Type So please advice.
Ticket with Closed Status non Core, appear in Open Tickets
We update the SDP, to Su Versión : 9.0 Build 9017 In the past we create a new state "Failed in Q.A." how a state equal to closed, but with the update this ticket now appear in the "open" status Queries in the query for pending issue appear this State.
Product Names
I am having an issue with product names. In my organization we have two product types for printers. One is called "printers" which is used for printers connected to our network. The other is called "local printers" for printers connected directly to a PC. We are unable to use the model number for a product name for both areas. For example we have a large number of Dell 2330dn printers. Some of these printers are connected to the network and scan in. Some are connected directly to computers
Cannot reindex solutions
Since the upgrade to 9.0 searching for solutions has been periodically failing. I upgraded to 9005 last week and the search has gotten much better, however I still cannot find any older solutions in a search. When I look in the LuceneIndex\Solution_index folder I see the files were last modified on 4/3/2014. How often does the search indexing run? Can I manually reindex the solutions? I tried to run "reindexdata.bat Solutions" (from the bin folder) and I get "The system cannot find the path specified".
Mail Fetching Status Automatically "STOPPED"
Hi Team, Would request to please help, as I am facing issue in "Mail Server Setting" module. As my SDP mail fetching status automatically goes in "STOPPED" status post refreshing the page. Screenshot attached for your kind reference. Thanks Satyam Kunal
NTLMV2 and Blank Page - SDP
Hello, We performed an upgrade to Service Desk which didnt work, we restored an earlier VM that has SD installed, But when we open the page, it goes to "http://server:8080/ntlmv2" and the page is blank, If we try to sign in with the server app, it goes to localhost/ntlmv2. There is no way to logon, Is there any way to fix this?!?
inaccurate fields required error
When I try to close a ticket from the main request tab, it gives me the following error. "FAILURE :Following Request(s) - 682 cannot be closed. Please fill the following fields -Level, Technician, Group, Priority, Description, Resolution" Though some of these fields need to be filled out, not all of them are required. Some of the fields mentioned are filled out.
Getting list of unassigned requests via API
Hi, I'm trying to get a list of requests via the rest API: https://servicedesk.xxxxx.com/sdpapi/request/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=xxxxxxx This is giving me the following error though: <operation name="GET"> <result> <status> Failed </status> <message> Error when parsing input XML elements - null - null </message> </result> </operation> Does anyone know what I need to enter to get a list of unassigned requests?
application hangs after changing Database
I have recently installed SDP on a VM server and it's working but when i change the database to a mysql server that is already installed i get stuck on the application layer - i need to configure it to run on the existing mysql Run.bat show me this error. The Mysql folder is located in C drive - i have admin access on the machine - can you let me know what's causing this error. Thanks.
AD import
No one answers here https://forums.manageengine.com/topic/business-rules-problem so I decided to start a new thread ;)) The problem Is, when I import users from AD, SDP didn't create new departments (only new sites)...because of that, I can't use business rules to modify request on departments assign..
New installation with MS SQL Express 2012
Trying to move the whole setup to a new server. Old build is 8208. New server with Win2012R2. Setup MSSQL Express 2012 with default settings. Created SQL user (ServiceDeskPlus) with sysadmin role. Did not create any database. Did go through the whole setup with the regular parameters. No error messages. However, when finishing the installation and going to http://localhost, nothing shows up. Service is running. No real error messages visible in various log directories (where should I look?). Only
Email Commands - Config Location
We're evaluating a change from Spiceworks to hosted SD+. One thing we've used a lot is the "Ticket Anywhere" feature where a technician can email a reply with commands to close, change priority, assign to another technician, etc. I see that a feature like this is supposed to exist, but I can't seem to find anywhere the place to configure this. I also have tried to send in email with commands and they don't seem to get applied. How do I get this to work in SD+?
Issue when moving SDP to new server.
I have installed and patched SDP on a new server. Performed a backup on the old server and restored to new server. Now the new server will not start. Also, the old server will not start anymore. Executing the run.bat file produces this error: PPM Installation failed. Please contact the support team. Same error on both servers. Thanks.........
Requester accounts
We currently have active directory authentication enabled in our environment. This is functioning normally and allowing our requesters to sign in to ManageEngine with their network credentials. However, some users have entered their username as their e-mail address and that also allows them to access the system. The problem with this is we are now seeing duplicates in the requester list. For example: username: jdoe domain: MDRT e-mail address: jdoe@mdrt.org The requester list shows two separate
Installing MESD and error with MSSQL
I am doing a new install of the MESD and this is the second install but I keep getting the same error message "Error in MSSQL Configuring" during the installion process This is the parameters I used during the configuration: Hostname: nimcservicedesk Port: 3306 Database: Servicedesk Username and Password are the same
remote desktop agent and Microsoft Office
When using the remote desktop agent in Servicedesk Plus we cannot see the menu that comes up when clicking on the Office icon at the top left in Word or Excel. The user sees the menu as normal but the technician cannot see the menu.
ServiceDesk Change - 'Notify' composition window 'Font Color' or 'Background color' format button 'HTTP Status 404' Error
(ServiceDesk Plus 9003 Enterprise) Issue: Using the Change 'Notify' composition window, selecting either Description field 'Font Color' or 'Background Color' buttons results in an 'HTTP Status 404' error embedded within the window Description field. The 404 error overlays the Description field area of the composition window (Description text is visible through the transparant background of the error message), and although the Description cannot be edited, the "To", "Cc" and "Subject" fields are still
What are user credentials when user was created throuh e-mail
Hello! I created а user through email (create new request through email from а user who doesn't have account at the Portal). User's account automatically was created at the Portal. It has login like email (user@demo.local) and null domain. Then I tried to log in with user@demo.local and email's password with local authentication. But I can't log in. What password and "log on to" method I will need to use? Or how do I get the password?
service servicedesk is not running
Good afternoon. I installed Debian on ManageEngine_ServiceDesk_Plus_64bit.bin When trying to run `service servicedesk start`, I get this log: root@youcollage:~/ManageEngine/ServiceDesk/bin# tail -f /var/log/servicedesk-plus* ==> /var/log/servicedesk-plus.log <== JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Overdue workorders not flagged anymore
Hi, Since a few days our workorders overdue are not flagged as overdue anymore. I have checked the SLA, are still enabled. Cannot find a reason why they are not flagged anymore when the duedate has passed. Anyone an idea?
Not Start MESD
Hello! I have same problem... After restore DB. 1. Downloaded need version 8121 from repository 2. Installed, one start, add license 3. Stoped server. 4. Start bin\restore.bat 5. and server not start.... Win2008Stdx64 In attach log, pics. Please HELP me. Instruction from here: http://www.manageengine.com/products/service-desk/help/adminguide/general-features/restore-process.html And here: Instruction to revert to the old build. Step 1: Check the build number of the latest backup, probably the one
Servicedesk Status
Hi, We are using SDP - 9.0 Build 9003. I have created a new Status called "Cancelled" in which I want to move all the unwanted/unapproved request. When I select this status, the request gets completed, but the resolution does not go to the end user. I would like to send the notification to the user mentioning the reason for cancelling the ticket. Regards, Rafeeq
setting up SLA's
Hello everyone that read this post, once again I am having trubels with SLA. So I will try to keep it short this time :) Well I have been trying to set up SLA with Hight, Medium, Low This will match Priority of a request eg if Priority is = high then High SLA will be set. This is no problem and works fine however. When for example High SLA is set I want the first respond time to be 4 Hours and technicians will be notified just before 4 hours I choose 3h20min and I believe this works just fine. And
Not start MESD after restore DB
Hello! I have problem to start MESD after restore DB. 1. Downloaded need version 8121 from repository 2. Installed, one start, add license 3. Stoped server. 4. Start bin\restore.bat 5. and server not start.... Win2008Stdx64 In CMD: D:\ManageEngine\ServiceDesk\bin>restoreData.bat -c d:\ManageEngine\ServiceDesk\b ackup\backup_mysql_8121_fullbackup_07_20_2014_14_45.data ******************************************************************************** Restore DB Setup Wizard ********************************************************************************
gencert.bat - The system cannot find the path specified.
After following the instructions on http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html Downloaded the gencert.bat tool, but when go to run command I get: \certgeneration>gencert.bat mail.domain.com.au:995 \certgeneration>jre\bin\java -cp lib\cert.jar InstallCert mail.domain.com.au:993 The system cannot find the path spcified Any thoughts as I can't get email to save and fetch
SnmpConfigurations.xml and how to configure it
We have a large number of Dell Wyse P25 Zero Clients that we are trying to scan with SDP. We know the OID's we want to capture from the device. From information I found in another thread here I added the following entry in <ServiceDesk Root>\server\default\conf\SnmpConfigurations.xml: <SnmpConfiguration devicetype="Zero Client" vendor="Teradici" attribute="Serial Number" oid=".1.3.6.1.4.1.25071.1.2.6.1.1.7.1" /> Restarted the ServiceDesk service and rescanned the device. Instead of populating
Pass Through Authentication Problem
Hi, I have an issue with users logging on when pass-through authentication is enabled (SSO) and they are accessing the site through a domain other than ours. Let me explain... We are an academy with service desk hosted on domain-1 and published to the web. Users are created on domain-1 with SSO configured and working on this domain. Our other sites domains2-6 access servicedesk over the web with a username and password that we have supplied (e.g. domain-1\username). When they access the page
Can not close emergency change request.
Hi All, Just wanted to report a error, we have upgraded to version 9.0.9016 of SD Plus when we close - completed an emergency change request we are getting the error saying. "Change cannot be closed, The following fields should be filled Backout, Plan, Roll Out Plan, Impact" The emergency change request template has grayed out the option to add the required information. Is there a way to bypass this rule for emergency change requests.
The problem with the parser
Good day, how to configure the parser to be able to close the application? How to determine what service desk works committee refers the letter? How can I use mail transfer request status to "done"?
Incorrect figures on Dashboard
hi, Have an odd issue. One of our Technician finds that the 'Request by Technician' figures on the Dahsboard are incorrect - the numbers are not reflective of the open/held queues for him or the other Technicians. However all the other Technicians have the correct 'Request by Technician' figures in their Dashboards. I've checked the account settings (via Admin) for this particular engineer's Technician account on ManageEngine and they are identical to the other Technicians. Any ideas why this one
Names duplicated in Technician Dropdown pick list
In Edit request the list of names for technician has names duplicated in each row: Jim SmithJim SmithJim SmithJim Smith ServiceDesk Plus Your Version : 9.0 Build 9000
IIS Login Prompts
I keep getting IIS login prompts in Internet Explorer, Firefox, or Chrome. It appears to be a directory access request prompt. ServiceDesk Plus runs fine, but the prompt occurs for anyone just prior to the ServiceDesk Plus web login screen. I am running IIS 6.2. I have anonymous login enabled in IIS. ASP.NET, Forms, and Windows authentication are disabled. I added the ManageEngine folder to the site tree, and in the folder security permissions I enabled anonymous user, as well as network service,
Portal Request Catalog Searching
We are not able to search within the user portal. We get "No Template Items found for display." message when trying to search for anything. We are currently running v9.0 build 9016.
Formatted Text Update REST API
I am trying to update the description field of a incident template through REST API call. However update is failing to preserve HTML formatting. Following are different request strings and their result 1)OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=20A4C70B-CC7E-4097-ABA3-D8BA19C27DBA&INPUT_DATA=<Operation><Details> <parameter><name>description</name><value>normal<p>bold</p></value></parameter> </Details></Operation> Result: The description field is updated but the formatting
Error while doing a Windows Domain scan
Hi All, We are having some issues with doing a new scan on laptops within our network. We have installed the latest client Assest Explorer Agent from SD+ and verified that the hostname and ports are correct. When we do a Windows Domain scan the laptops does not appear, when we do a new scan and enter the hostname or ip address of the laptop we get a "FAILURE :Node discovery failed." error. I have googled the issue and tried the suggested fixes and still have the same issue. We are running ServiceDesk
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