Dashboard issue
I used to be able to see a listing of all the technicians within the sites of my organization but now I only see myself only after upgrading to SDP 9.0. This is very frustrating for I have searched this forum and have not been able to locate a fix. Also, when I view All sites NTLM Failed Redirecting to login page is shown where statistics should be. Currently we are running 9.0 Build 9004. I do not plan to perform any updates until these issues are resolved as I cannot afford for any other features
HTTP Status 500 -
Hi, After I login. It get Http status error 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:1171) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
Asset query
Hi, I'm currently trialing the professional edition to see whether it's worth us upgrading to and have a quick query about the asset section. If I'm in the asset section by clicking on the Asset tab I can then see a button that says "assets in use". It has a figure next to it for example 42. I click on this and would expect to see all my 42 assets in use?!? It defaults to showing "resources" and only printers that I have as assets so will only show something like 12. Am I expecting something that
Cannot upgrade from 8203 to 8212
Dear Expert I'm trying to follow the migration sequence. My current version is 8203, I use the following file to upgrade to 8212, but it doesn't work: "ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_12_0.ppm" It gives me this error: "The file that you have specified is not compatible with this product" What should I do ? Best Regards
service desk servlet api add work log
Helo. I try use servlet api, to add worklog my link is: http://servername/servlets/RequestServlet?operation=AddWorkLog&username=username&password=password&workOrderID=9118&workHours=1&workMinutes=10&executedTime=21 Jul 2014, 21:15:26 But is not success. Error: WorkLog cannot be added due to Time taken to Resolve or Start Time is mandatory field. I looked in the documentation but found nothing. Where is the mistake?
Everytime I restart my server are installed SDP. It cannot working when startup.
Dear SDP team I have problem with my SDP build 9008. Everytime I restart SDP it cannot startup automatically. I usually use start by Manual. First I must start startsdp.bat and very long time to startup until I start run.bat it working. I usually used startsdp.bat and run.bat together it will working. In services.exe managengine.exe is start. I don't know about service of SDP is other than. Could you have solution about this problem? Now I use this workaround. Thank you.
Service Desk Server not Starting
I am running SDP on my Laptop win 7pro 64bit. I have trouble getting the server to start. When I restart or shutdown PC after SDP can't start, I must run file "changeWebServerPort.bat" and change Port. Does anyone know what I should do in this case?
Cannot restore data to pgsql
Dear Expert I am currently using MESDP 8.2 with pgsql on win XP. The problem is when I stop SDP the pgsql also stops so the restoredata.bat fails. It says: no server running. Then I try to start db using: "startdb.bat 65432" It says: server starting C:\ManageEngine\ServiceDeskPlus-MSP\bin>LOG: skipping missing configuration fil e "C:/ManageEngine/ServiceDeskPlus-MSP/bin/../pgsql/data/postgres_ext.conf" LOG: could not create file "postmaster.opts": Permission denied What should I do ? Your help
Notification of resolution
After renew the license and upgrade the version to 9.10, the requester did not receive any email to notify on neither close or resolve of ticket. No problem on ticket be created and assigned to requester or technician. Working fine before renew / upgrade and manual email to requester is good as well. Thanks KC
Request by email not being assigned any site
Hi, I have setup my AD import to map the Site. That appears to work. My Default Request template has "Not associated to any site" When I email into ServiceDesk my request all have blank sites. How do I troubleshoot this?
ServiceDesk Service not starting
I have updated TimeZone using tzupdater. Now ManageEngine ServiceDesk service is not starting. I still can start SD using run.bat. But I need to autostart SD service. In wrapper.log i see an error STATUS | wrapper | 2014/06/26 15:59:06 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2014/06/26 15:59:06 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2014/06/26 15:59:06 | http://wrapper.tanukisoftware.com STATUS | wrapper
Pass-through Login Expiring?
A couple weeks ago we enabled Pass-through Logins and it works, so that in IE or Chrome we can go straight to the dashboard, bypassing the login screen unless we specifically "log out." We're rolling out SDP slowly, only a few IT people using it currently, all Technicians in the system. However, I'm seeing a persisent problem. A tech might go to the site and access all the features with no issues. But after filling out the Incident form, clicking the submit button they are asked to log in again.
Unable to delete duplicated assets with 'old' name
Hi All, Our license for maximum assets recently hit its limit. I noticed immediately that quite a large number of machines had duplicated themselves to old_1, 2, 3, 4, sometimes even to 20. I've tried to delete these assets, but the browser window times out after 30 minutes. I tried deleting one only, and this took a total of 20 minutes to delete one workstation. Im not too sure how long these workstations have been there for. Is there any way I can remove these workstations and stop future
Unable to resolve requests
When a technician resolves a ticket, the ticket gets re-opened automatically. Here is the workflow: Tech clicks the resolution tab. Tech enters the resolution and updates request status to resolved. At this point the tech gets an e-mail saying "Request ID :#### has been Re-Opened by the user." The request then goes back to open status. The user still gets the e-mail saying "Your Request with ID :#### has been Resolved." How do we fix this?
POP3/IMAP4 Exchange 2010 Fetching Issue
I've been banging my head on this one for too long. The skinny of it is that I am unable to get the mailbox to fetch. The SMTP works (or at least doesn't throw an error). I used these settings on another helpdesk software and it works. It states FAILURE: E-mail settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I have double checked the credentials and telnet into the server on 143 and on 110. I've attached my support
Error backup servicedesk on windows
HI, I have a problem when backup servicedesk. We use server 2012 and Database mysql. This is the details of error. Could you please help on this? What should I do to solve this problem? Thanks you in advance!!! Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.sql.SQLException:
List of Variables
Where can I find a list of all the variables that can be used in the user surveys?
Signature Line in Survey
When I turned on the survey feature, it includes a signature line that is not part of the fields that I can modify in the Survey Details portion of the Survey Settings screen. Where does that signature line come from so I can change it.
Can not restore backup file in Linux Debian
HI, I got a problem when I am trying to restore services desk from backup. Please help me on below error. I am running it on Linux Debian7. Details of error Exception in thread "main" java.lang.UnsatisfiedLinkError: /root/ManageEngine/ServiceDesk/jre/lib/amd64/xawt/libmawt.so: libXtst.so.6: cannot open shared object file: No such file or directory at java.lang.ClassLoader$NativeLibrary.load(Native Method) at java.lang.ClassLoader.loadLibrary0(Unknown Source) at java.lang.ClassLoader.loadLibrary(Unknown
Postgres not initializing on Ubuntu 12.04
I saw some reported issues on CentOS, but this issue is happening on ubuntu... Any ideas?
Problem with search in CHANGES when browsing with spanish language selected
When the technician has the Spanish language selected searching in changes does not work. It does work if the language is English. We think it might be because there are some literals not translated such as "Search". Please give as a solution.
SLA settings
Hello everyone so I have for some weeks ago installed ME SD+ and I find it pleasing. But now after some test runs I need to start to set up SLA's. And the support organization that I work for have a lot of needs to send a reply to requesters every 4 hour. So I have set up 4 levels, Low, Medium, Hight and Outside-SLA. So what I want to do with my High SLA is to set that requester get a update every 4 hour from the system just replying some standard template thing, but this function seems to be missing?
Attachment was broken in License Agreements
Hello, we have a lot of license agreement with attached files. After installing 9000 update or, perhaps, 9004, attachments stopped to open. They still exists in filesystem, but when trying to open file in SD, receive: "The File was not found." It looks very bad, please help! Thank you. upd: looks like SD trying to open file using path \fileAttachment\Apr2014\....., but files are located in Feb2014,Mar2014 and so on. Attachments for license agreements, created in Apr2014 - opens, but all others,
How do I disable the 'Close Request' "yes" answer?
Hello; I want my users' confirmation for the ticket resolved. ...but when the technician select "YES" to the popup question, the user can not confirm How can I replace "YES/NO" question with default "NO" answer? How can I request endusers' confirmation out of technicians' initiative? Regards Tirelibirefe
request assigning issue
Hello; I have 5 Sites and 5 Support Teams. Each site is assigned to a team like that. Site A >>> Team1 Site B>>> Team2 Site C >>> Team3 Site D >>> Team4 Site E >>> Team5 Each team member (technician) can see tickets created in the only his/her own site. When a team member attempts to assign a ticket to a technician in another Team, other technician names are not listed in the drop-down menu; only other technicians in the same Team are listed in the menu. So the ticket can not be assigned to someone
unknown user
Hello; I've imported users from Active Directory. Most users can submit requests. Although some userscan logon to SDP successfully, they cannot add requests to the system. ServiceDesk Plus display "unknown user". I queried the DB, yes the user is listed there. The user is listed also under Requesters field. I deleted the user and re-imported from Active Directory, nothing changed. The user(s) can logon to the system but the system doesn't let these users' add request and display "unknown user" error.
Double User Problem!
Hello; Nowadays we are trying to implement SDP. Our SDP imports users (thousands) from AD regularly. All users are imported to SDP as requesters. Let's suppose that user's name is "John Brown". The user logon to SDP by using his AD credentials like that john.brown and opening a ticket. When the user opens a ticket, SDP creates a new user which is named as john.brown. The ticked created is shown like new user created it. This is completely wrong and a big problem. Because we have existing rules, definitions,
Support Team Email Notifications
Hello; I've a problem with email notifications. We have several support teams and each team has several team members. Depending on the users' site information, we collects requests in different pools which are dedicated to support groups. For Example Site A >>> Team1 Site B>>> Team2 Site C >>> Team3 When a user from Site A submit a request, a notification mail must be sent to Team1 members (not to all technicians). How can I accomplish that? Regards Tirelibirefe
Email Commands parsing
Hi all, I've been playing about with the email commands parsing and the stuff that it does and I have a query. I have the ability to forward a mail to an account that retrieves the email and will parse the subject and pop it on as a request. Which is great. It looks at the subject and removes the tag I pop in and removes the tags needed in the email subject so it obviously has the ability to identify this and remove them. I then enter information into the email for the group and other information
Send mail with site mail-address plz!
Hello everyone, I am running a service desk with multiply email addresses one for every site, I notice that ME SD+ didn't support having multiply email fetching addresses so I made all the other email addresses forward the mail to the one I use for ME. Now I notice a problem that is that ME SD+ only seems to answer with the mail-address defined in the fetchmail settings and this have become a big issues for us due to our customers may only allow some addresses to pass throw there firewalls. So I
Mail on certain actions
Hello how do I user "Alert the following technician(s) by e-mail when a new request is created" but I want it to be Support group / Site based so when a email arrive to site Y technicians to site Y is alerted etc.
ServiceDesk Plus Linux Consuming All Free Space
I encountered this last week in our installation of Service Desk Plus 9.0 (Build 9010) where when it was running as a service in Linux (via the provided init script) the application over a few days consumed all of the free space on the server and even after stopping the service it did not release it. I had to reboot the server in order to get the space released but when I monitored the space usage after rebooting it started climbing again (10GB of growth in ~10 minutes). When ServiceDesk Plus is
Repeated Email
Hi, We are facing one major issue that our engine is sending emails on all previous cases that have been closed from Scratch. We restarted the engine, didn't work same thing. Its repeating the same thing, sending emails to all the contacts on previous closed cases.
Unable use servlet API
Hi! Sorry my English. I wan add request from servlet API. This my example of url request: http://helpdesk:8080/servlets/RequestServlet?operation='AddRequest'&username=administrator&password=administrator&logonDomainName=Local+Authentication&DOMAIN_NAME=Local+Authentication User "administrator" is local user. But I recieve answer: - <operation> <operationstatus>Failure</operationstatus> <message>No such user is available in specified DOMAIN</message> </operation> Help, please.
Mail fetch error
Hi, Mail fetching seems to have stopped - I have tried stopping and starting the fetching within the admin tab. I've got these errors - Server started at : Fri May 02 09:44:47 BST 2014. Current time is : Fri May 02 10:38:00 BST 2014, which is less than 1 hour from server start time. Hence not checking mail checker for this time. Am I right in assuming this means it wont fetch mail for an hour after the server starts up? Is this normal behaviour? Thanks
Remote control on Windows 8.1
We have Installed SD+ 8.2 Remote control on Windows 7 machines works well Remote control on Windows 8.1 machines do nothing. Remote machine does not show any pop-ups What can be wrong?
how to fix URL in reply template after moving to a new server
The email that techs get that a ticket has been assigned still links to an old server. How can I update the $RequestLink that is part of the reply to point to the new server?
Updated to 9011 - No Flash
Hi Right after update to 9011 Dashboard show "No Plugin Installed" Same for IE and Chrome
Help setting up a test environment
I have reviewed the instructions from other posts but I still have problems. On the production server I am running the latest build and the database is mySQL I installed SDP on a test computer, the latest build, and the database is postgress How can I use a backup from the production server and restore on the dev server given there is no option with the version9 installer to choose mySQL as the database? Wayne
How does an asset's group get removed
Hi! We're running SD+ version 8.2.0 build 8201 and AssetExplorer Agent 1.0.12 and I'm encountering a problem with Assets (laptops, in this case) which were added to the group "laptops" but for some reason they are getting dropped out of the group over the course of a day or 2. The asset has a "success" for the last scan. Can anyone tell me how to keep the asset assigned to a group? Thanks! Janet
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