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
Scan does not complete
I downloaded the free trial from the site and installed the agent in a few computers (WinXP, Win Server 2003 and Win 7). The server detected a few agents, but is not detecting all of them. Also, for Win 7X64 bit, the scanning does not get completed. If I try to install the patches through it, the patches are never deployed and there is always an error shown.
Error when assigning technician
We just upgrade from v. 8.2.0 build 8217 to version 9.0. build 9011 When assigning an incident to a technician we get this error: FAILURE :Exception occurred while performing the operation
Deleting relationships
I have a technician that has created a relationship between an IT Service and another CI. This has been added this incorrectly. is it possible to do the following without having full admin access. a. change the relationship type without deleting the relationship b. delete the relationship. I really dont want to give all technicians full admin access to the Service Desk thanks Marcia
On closed request notification rules apply
If request is closed, but we can change technician in it, notification rule is apply (Notify requester when a request is assigned to a technician.) and notification is send. I think it's sort of a bug ;) it should send notifications after request had been closed.
ServiceDesk Not Presenting All Columns Including “User - Additional Fields
The problem is explained in detail on how to create as well with the inline image. SDP Pro 9.0 Build 9003, Server 2008 R2 64 bit, Postgresql. Note: I believe this function used to work before Project Management was added to SDP. We do not have a license for project management for our product.
Hide the applicant history to requester
Is there any way not to show the history of the applicant to requester, this because there are some internal processes which do not require this to see. This can be done?. Hopefully you can help me.
Service Catalog - Hidden Templates
Hi, I have created a number of services under the "Admin>Service Catalog" settings. Then after a number of days my entries disappeared, thinking they had been deleted I contact all admins and no one owned up to deleting them. I then went about recreating the entries, except when saving them I was rejected with an alert that the template name already exists. When I login as a requestor I can see them listed under the "Request Catalog" dropdown box - yet I can't see them listed when logged in as
SDP Cannot be Started Due to MySQL Failure
Hello, We were using SDP on Windows before but now I am trying to move it to a linux (Fedora 20 x86) machine. I've installed everything and changed the database to MySQL using changeDBServer.sh and it was successful but ServiceDesk is not starting now. When I try run.sh command it is giving me "Trying to start MySQL server failed" error. I tried to check the logs but couldn't find anything. By the way I am running MySQL Community Server Edition 5.6.17 (i686). And when I try startDB.sh it is giving
Change requester does not updates site (does change department ).
We have to create requests by email so we need to change requester from ourselves (Edit -> Search Requester list -> choose correct). Requester name and department changes successfully - but not for Site. And here is a huge problem - SLA rule depend on Site. We need one additional step do change Site manually and sometimes our technicians forgot about this important move - so SLA not applied and we are dummed:( We have a lot of sites and departments in our SDP (8217 Pro; we expect to upgrade do 9003
Changes Reports - seems to be only pulling Changes where Site IS NULL
(This situation applies to ServiceDesk Plus build 9003 Enterprise) In the process of arranging a support call with ManageEngine for this issue, but thought I'd throw it out into the community and see if anyone else can let me know if I have misconfigured something or they are experiencing a similar situation... (This occurred after moving from build 8206-9003) Issue: Reports existing (created previously in build 8206) and created using the Custom Reports wizard (in build 9003) stopped returning
Text in template jumps
We have made incident template where our text jumps one to several rows down each time the template is used in the description field. How can we solve this so it don't happen again. we are running SDP 8.2 Build 8214. Same issue appears on our test system that runs 8.2 Build 8217
Fail upgrading from 8217 to 9000
Hi, we are having problems with updating SDP from version 8217 to 9000. We attach the log Updatemanager.log Can anyone help us? Thanks
Task count inaccurate
In the dashboard tab -> Task Summary section -> It give me a count of 2 pending tasks. When I click on the number, it brings me to the task details page. The problem is that there are not tasks listed. If I go back one page. I click on the total (32) when the next page opens up, there are only 9. The task count and the actual number of tasks don't match up.
Error in componentVendorFormresult
Good day! When I try to add any new asset (assets-choose any IT asset category- press "new" button) i get an error: Error in componentVendorFormresult.getElementsByTagName(...)[i].childNodes[0] is undefined. I ignore this message and press OK and then create any asset whithout any problem. So, can anybody explain what does this message means and will I have any problems whith assets in future if i ignore this error?
Network scanning not working for new systems (SD+ 8.1.1.0 Build 8110)
I am running on Service Desk PLus 8.1.0 Build 8110. I know this is an old release, but I cannot upgrade at this point in time due to management and configuration control issues. When I scan a small subnet with 32 new systems on it, all nodes in the address range fail. I then run a workstation scan of one system within the address range, the workstation scan succeeds. I re-try the network scan for the address range, and one system succeeds and the rest fail. The successful system is the one
Backup error
We get the following error when the scheduled backup fails. What do I need to do to fix this? 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.util.zip.ZipException: ZIP file must have at least one entry at java.util.zip.ZipOutputStream.finish(Unknown Source) at
High CPU load
Hello, After update from 8109 to 9004 got a problem: very often java.exe consumes 100% of CPU core. Wrapper.conf: wrapper.java.additional.19=-XX:PermSize=128m wrapper.java.additional.20=-XX:MaxPermSize=256m wrapper.java.initmemory=128 wrapper.java.maxmemory=1024 In logs I can see many messages like: [13:27:19:823]|[05-19-2014]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[23]|: Connection obtained for crawling the database <AppIndexingInfo CRID="147" APPLICATIONID="1"
Problem with searching in solutions database
Hello to all, we have experienced some problems to find solutions in SDP database. We dont know why but we cant find some solutions using "Search solutions". Words that we used are in subject or description but SDP cant find it. Are there any solution for this trouble? Thanks in advance SDP 9.0 Build 9003
List of support groups do not open!
My organization is testing the SDP few days ago, everything was working normally until Thursday lost the ability we select the group in the Incidents module, at creation time of the creation of the incident list with the support groups do not open. We also verified (via F12) that SDP has a script error. Does anyone know what could it be? Notes: The list of groups not open even after requesting to be chosen; We are not using the customization option per site, all sites are to "Refer Default Settings"
Requestor view of all Current and Closed Requests
Hi My users don't appear to be able to see Closed Requests older than 4 months. I haven't archived since August 2013, and they don't appear to be able to see the archived items either. In previous versions they were able to see all Closed Requests dating right back. Did this get changed in an update? My users are asking for this functionality back as they often refer to Closed Requests if they experience similar issues. Thanks Gill
Servlet API Update Asset Assignment
I need a little help understanding the usage of the servlet API and making changes just to an assets state and assigned owner. As I understand it you just do a simple POST to https://mydomain.com/servlets/AssetServlet with just the variables you wish to change. For example a simple html form would be: <form action="/servlets/AssetServlet"> <input type="text" id="assetName" name="assetName"/> <input type="text" id="assetState" name="assetState"/> <input type="text" id="associateToUser" name="associateToUser"/>
internal server error 500 after upgrade from 9001 to 9010
Hi all, just thought I would let everyone know. since upgrading to 9010 I was unable to assign or pickup tickets. kept getting the interal 500 error. I was advised to: stop SDP service rename the extracted folder under \ManageEngine\ServiceDesk\applications restart SDP service this resolved my problem. thanks Russ
numbers searching in 9.004 is not working.
In our incidents and service requests templates, we have added fields corresponding to numbers like customer indentification or our customer card number or keys. Lucene engine indexing all text fields excepting number fielsd. Searching for eg. "45432345" number in request history we get null response. Before upgrading we had performance problems during searching, but there were no problems with finding numbers in requests history. Now searching is quicker but has not complete functionallity. Maybe
NTLM Failed Redirecting To Login Page
I have read the three posting about this and there were no solutions, the tech just keep asking for the log files and then never posted a solution. This issue started happening to me today (02/24/2014) and nothing on the server has changed. I tried clearing my cache and updated Mozilla Firefox and I am still seeing the issues. I am running Version 8.1.0 Build 8114.
Database exception while discovering workstation. : Duplicate entry for key
Hello! I had problems with scanning workstations. When scanning workstation via its IP address error Database exception while discovering workstation. : Duplicate entry for key. Earlier this workstation was on the list of scanned workstations, now I can not find it anywhere to remove and scan it again. Earlier on this workstation was installed agents, after a scan workstation disappeared. Tell me what to do! Thanks
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