Forum bug when inserting images with IE11
I can't insert an image with IE11. The insert image dialog comes up and I can select the image and it generates a preview. But when I hit "submit".. the code does nothing. I waited for 5 mins.. nothing. Can't use compatibility settings as "nothing" shows up at all; no forum area displayed. Please fix.
Unable to delete "Change manager" field from change template
Hi! When i try to remove "Change Manager" field from change template after pressing "save" button I get an error: "Already change template in the same name is present. Please provide a different name" But we have no other templates in the same name. Can it be fixed?
Redirect http://8080 to https://8443
We're trying to redirect our help desk from http://site:8080 to https://site:8443. I found the instructions on this page (http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1) to do it but it is not working the way I need it to. If I do that, then http://site:80 will redirect and not http://site:8080. I tried changing the appropriate line server.xml to <Connector port="8080" address="${jboss.bind.address}" and redirectPort="443" and running the changewebserverport.bat
ServiceDesk Plus Standard
Hi I'm new to this form of support, I am new to ServiceDesk & am having a huge problem..... When I try saving settings on the Self-Service Portal I keep getting a Error 500, some sort of Java Code & that's it, but every other version of ServiceDesk is working correctly using trial accounts and doing the exact same thing. All I was trying to do was to change the default locale & currency. I've tried calling support but I think the times they are open don't correspond with the UK. I hope someone here
Users add attachments
We have SDP build 8214 on both a production and also a test environment \where we test new services, patches etc before deployment. After deploying build 8214 about 6 weeks ago, both environments are identical. On the test environment, on a request page, the users can selecvt Actions/Add attachment. In the production environment, the Add attachment option is missing for users.
Receive error when I try to upload a custom image for the Self-Service Portal Settings
Here is the error I get. description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274) org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482) org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
Why is no one contacting me for my support issues?
I have an issue with devices that keep getting re-added back into our asset database after I remove them. I DON'T want these devices in our database. I only want the computers that are in our active directory database (which I have set to re-scan daily), plus our ESX hosts (and VMs), routers, storage and network printers. Somehow I have two different support tickets for the same issue. I was told someone would be calling me back last week, and no one ever did. I have emailed several times, asking
Un-Archive Requests
We are using the Archive feature in SDPLUS 7.6 Bld. 7604 So its great! However we discovered a number of users have the wrong department. We have since fixed the department issue and no need to delete the old department entries. It seem though if the departments linked to a request it wont allow you to delete them. So we need to "Un-Archive " all the requests that are currently in the archive so we can edit them thus allowing us to delete the old department entries. Can support help?
MySQL->PostgreSQL Restore Succeeded with Errors (wheres the logs??)
Hi everyone, I'm working on moving my ServiceDesk Plus installation and database to a new virtual server. The new server is running the same exact version of SD Plus as the old; however, the old was still running the builtin MySQL database and the new is on the PostgreSQL platform. I did a restore of the MySQL backup file from the old server to the new and everything seems to work; however, I noticed a bunch of errors and warnings flash accross the CMD window as it did the restore and I'm
HTTP Status 500 - error when saving settings
We are doing our first installation for ServiceDesk Plus. We are going through the wizard just fine, but when we try to save ANY changes in 'General\Self-Service Portal Settings', we see following error. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Error saving Self-Service Portal Settings page
whenever I click save even without changing any settings I get...any help please
LDAP import failure
Hi All I have tried to import the user from LDAP which had deleted before but it failed. It show LDAP import failure. Please help.
SSL setup godaddy
Hi there, Since a while we are trying to implement SSL to Service Desk plus. I followed this guide : http://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html#step3, but when we attempt to start service desk via command line it reports server started, but when we try to open the portal it does not load up, seems like the web service is not started. Anyone gone across something similar? The cert is from Godaddy, the zip did contain 3 files (two looks like their
Asset Scan not working
Hi Support, Our Asset scanning seem not to be working after a while - SDP ver 9.0 When performing scanning, the Update Scan Data window will runs without any response. Please help to resolve this problem.
Problem with restoring backup
Dear, We just upgraded our SD plus from version 8.2 to version 9.0 build 9007. We also changed to an other server. But now I can't import the backup, it gives a 'strange' error. Extracting backup file.... Please wait extracting backup file java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.extractBackupFile(Res toreSDBackup.java:1090) at com.adventnet.servicedesk.tools.RestoreSDBackup.deCompressData(Restor eSDBackup.java:1074) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
Configuring the Pass Through Authentication in ServiceDesk plus v.9
Hello Support Team, I enabled Pass Through Authentication on Service Desk plus v.9 I didnt' create a new computer account with the script but I used the account already created during the join on the domain of the server. I set the password of computer account with the script "Setcomputerpass.vbs" and now I have this scenario: --> Signle Sign-On function with the active directory user login --> When I try to access on the server where Service Desk is installed, I get the following error: "The trust
Infinite Ticket Loop from Email
Here's our situation. We've had an email address called "helpdesk@domain.com" that users can send e-mail to and open tickets. This works fine. This morning we had a user send a ticket to helpdesk@domain.com and that opened a ticket with our Helpdesk. However this ticket should have gone to our Unix team. What we did was changed the Group to Unix (unix@domain.com) and our technician worked the ticket. The problem happened when he hit "Reply" button and it populated the TO: field with the Requester
Unable to assotiate group to template
Good day! When i try to associate group written in russian to any template (incident or service) i get message "Template saved successfully" but after page refreshing i dont see any associated group. When group is written in english - all is ok. SD v.9004
ServiceDesk Plus upgrade from 8217 to 9.0 version FAILED
Dear everyone, There is an error when we upgrade SDP 8217 version to 9.0 version. We have a disturbance about rollback update process. Anyone have an idea? What is reason of this problem? Thanks & regards, Hien
Missing clients in Service Request forms for technicians
Hi. We have SD+ 8.2.17 and we have synchronized it with our AD. With my administrator credentials when I create a new service request, I can select the calling client, any calling client, from a list with all clients (users). Some of the technicials, who don't have administrator privileges on the system, can't see ALL the clients. They can see most of our clients, but can't see ALL of them, no matter HOW they search for them (name, login name, dept. etc.). When I study the parameters of a client
Problem with russian characters
Hello! I'm using ManageEngine ServiceDeskPlus 9.0.9006 with Postgresql. I have two problems with it: 1. Search requesters by name (Admin - Users - Requesters) don't work when i use russian characters. Example: "Иванов" - don't work, "Ivanov" - work. 2. Only english alphabet (Admin - Users - Requesters) in requesters filter. English names starts with A,B,C,D etc, russian names starts with А,Б,В,Г etc. I can't filter russian names with english alphabet, i need russian alphabet.
Unable to restore DB in build 8107
Hello, We are preparing to migrate our ServiceDesk from a Windows 2003 server to a Windows 2008 R2. We already installed the same version on the new server, 8.1.0 Build 8107 however the database restore is failing with the error below. We are using a full db backup file which includes attachments. After it came back to the \bin> prompt the application is unable to start basically forcing us to reinstall. Any help will be appreciated. Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
Auto Assign technician still assigning tickets.
I am having a problem where I have a technician set to be on vacation and Auto Assign is still assigning tickets to them
Could not delete service fields in form designer (Service Catalog)
Hi! There is a limit, up to 24 text fields, that I can create inside one service category. What shall I do, if I exceeded this limit? How can I delete some fields, that I don't need?
Viewing all open requests
We have a manger who wants to view all requests in our Servicedesk system - we don't have an issue with this, but have hit a couple of stumbling blocks. Firstly, we have a 5 user licence and 5 technicians, so I can't make him a Technician. As a 'Requester' I've changed the 'Requester allowed to View' setting to "Show all their Site requests" - this gets me some of the way and allows him to see some, but not all, of the requests. The problem seems to be with the 'Site' setting. Some of the requests
CCed user being automatically copied to all technician's replies.
Dear all, There seems to be a new messaging rule or bug in Manage Engine starting from 8217 or 9xxx. If the original service request was sent by Requestor A & CCed to B, all replies by the technician to the requestor will automatically include the original CCed party (B) by default. This can sometimes lead to some confusion or unwanted attention from the CCed party. Is there a way to disable this ? I am still on 9006 build as I don't see any changelog on this in #9007. Build : 9006 DB: MS SQL 2008
unmanaged group
Hello, we have some sites and some tech support groups linked to sites. One group was suddenly "moved" into other site, and I cant do anything with it. When I trying to open it, i see error 500: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Search Result Inaccurate
Search function have issue. Search common words, it come out inaccurate result. But for searching less result words, it show properly. Notice that it show 500 maximum search result only.
"Could not scan the disposed and expired asset" on non-existing asset
Trying to scan a workstation to add but I'm getting the error: "Could not scan the disposed and expired asset". This asset isn't searchable and doesn't appear in the list of disposed or expired machines.
Undelete a Request
Hi, I've accidentally hit delete on a request (whoops!) How can I perform an undelete to recover it?
Error update ServiceDesk Plus 9006 --->>> 9007
Unable to start the DB. Possibly server is running if so Please shutdown the server (or) Previous upgrade is failed and the message for the same will be displayed in the Command Prompt Connect to DB - yes ServiceDesk - shutdown - yes ????/
Mail Fetching Error - Delayed
Greetings, I am running a trial version of service desk and i am getting the following error while fetching emails. Mail fetcing is delayed ....due to start time and finish time is ZERO I restarted the server and it worked for an hour or two and then stopped with the same error. My Server time is correct. I am not sure how to fix this.
Update problem 8209 to newest ver (8210 or 8212)
Hello ,i have a problem, when i`am try to update a service desk from 8209 to newest ver (8210 or 8212) have a error with message "bla bla go to our web site" and read how to backup and restore data.... log folder attach to this discussion.to this vers update normal . Hope you may help me :) Thanks.
Search broken & unable to rebuild index
Hi, unfortunately, I am also affected by the search malfunction after update to 9003. I have tried to run the index rebuild, however, it seems there is a bad typo in the batch or elsewhere as it keeps on failing. I have registered an env. variable pointing to JRE folder successfully with still no luck. Could you please advise? SD+ version: Your Version : 9.0 Build 9003 The Support section - Scheduled Activities says: 7201 LuceneIndexerSchedule 2014-03-27 21:52:29.657 2014-03-27 21:50:29.657 2014-03-27
Robotechnician not reseting passwords
I tried these steps: 1) Under Admin -->> WindowsDomainScan, make sure you have provided the right credentials to reach the Domain controller. - tested this by making sure i could import user objects from AD successfully. 2) Under Admin-->> RoboTechnician you have configured the settings and set the status as "Enabled". status is set to "enabled" 3) Make sure ROBO - PASSWORD_RESET template is selected when you are creating the Request. verified that we're using the correct template. 4) Make sure the
MySQL upgrade
Good day! We are using SD v9004 but MySQL version is very old - 4.1.18. Is it possible to upgrade MySQL to latest supported version (as i know it is 5.1.50) and what are the right steps? We have tried to uninstall our current version and install v.8121 (its the last version which supports MySQL installation and use MySQL 5.1.50). And after that we have installed all neccessary service packs to upgrade to 9004. After that we have used our backup for information restoring. All seems fine - SD have
SSO Issue Two Logins
Dear all, I have installed Manage Engine on a Windows Server 2008R2. Build is the latest 9.0 Build 9006. Everything works as it should except the SSO login with the windows-credentials. When I open the webinterface, it comes up with a login screen from windows, I insert my user credentials and will be forwarded to the login screen from SD+ itself. There I have to insert the credentials again. After that, I am succesfully logged on to the application. I have tried different browser, but still the
Request assign notification not sent from time to time
Here is scenario: request created via web with default technician group set and in most cases technician from this default group picks up request or it is assigned by manager - notifications sent without any problem. By sometimes request is for another group and when manager assigns technician (from other than default group) SDP won't sent notification to technician (and what is strange - not always happens like that). All notification rules seems to be fine - this another group technician is not
Asset Computer Detail
Hi All, Thank you in advance for your help. Below are my questions: 1. In the servicedesk, asset menu, the computer have alot of detail when i did the scanning, like memory bank, VGA, etc. Is there away not to display the detail information? or is there away to limit the scanning to what i want? 2. Just a suggestion to the manageengine support, is it possible to give feature to choose which information that client want to see from asset menu. once again thank you for your help.
Error starting Servicedesk Plus
I'm running Servicedesk Plus in Windows Enterprise inside Vmware. If I shutdown Servicedesk and start again with "Servicedesk Server" I can't see anything happening. Running "run.bat" Servicedesk goes up but I can see error: Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties even though that file is inside this directory. Last line in DOS window last line is "Please Connect your Client at Http:/localhost:8080" but soon as I close that DOS promt Servicedesk goes down. Only way to start
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