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
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.
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