How can my client enter the portal without a login user?
Hi good day! How can i let my clients enter to the service desk to see solutions and the´re requests??? Thank! Im using 7.6.0 Build 7603
Updating from 8125 to 9000
Hi, We are currently running 8125 in prod and I want to update it to 9000. I managed to update my test version to 8217 with a copy of our prod DB and it's running fine and it's stable. Then, I tried to update it to 9000 3 times now, it takes 3+ hours and at the end it crashes saying Update failed. 1. Can you help me with that ? 2. How do I disable the automatic backup of patch 9000 ? It takes a while to do and it's useless for me. Thank you,
Synched AD, Now All Techs Are Requesters
I synched with AD and now all of our technicians are logging in and getting a requester view, so no one is able to attend to helpdesk tickets. We can't get logged in for any admin settings to change it. Any body have any ideas on what I can do to get logged in with a technician view so I can reset the techs back to a technician view? Seems like support is on vacation as I have not received any response on my ticket (7043637) or phone calls. I saw the following, but I'm not sure it will help.
table auditgroup over 10 millions record
Hello, I found that table auditroup contains over 10 Million of record with only one field "auditgroupid". Can I delete all of them?
Is it possible to post file as attachment using Http post API available with Service Desk?
Hi We are creating a ticket in Service Desk using Http-post URL along with content. This feature is working fine. But when I try to post file as attachment using Http-post URL . We not able to see attachment in Request. Please let us know, Is it possible to post file as attachment using Http post API available with Service Desk? -Rama
Upgrading to SDP Build 9003
I have been running Live with SDP Build 9000 and would like to upgrade to 9003 but every time I download the upgrade file and try to run the UpdateManager, an error message pops up informing me that the file is either corrupt or there is not enough disk space. I did my original download on March 13 and have downloaded a few times since then in case the file was updated. I have checked security settings and the file is not blocked by Windows. I have disabled AV software to make sure that is not blocking
Problem with SQL Database Restore
Hellow, I try to restore my SDP database, its finished with error. After first restoring, SDP service not starting Restore data log: INFO: setdbhomearg set in mappings.xml :: [null] Mar 18, 2014 10:52:50 AM com.adventnet.updatemgr.util.ConfUtils parseXMLAndInsta ntiateDB INFO: Final setdbhomearg :: [false] Mar 18, 2014 10:52:50 AM com.adventnet.updatemgr.util.ConfUtils parseXMLAndInsta ntiateDB INFO: properties sent to adapter initialization :: {jndiname=MySqlDS, name=mysql , setdbhomearg=false,
Cannot access service desk on web browser despite the ManageEngine service has started.
Hi, I am trying to setup a test environment on Windows 7 with SQL Express 2012. I was able to install 8214 successfully and run it withe empty database. I was able to restore my production .data file on to this test instance. I ran "run.bat" in the bin folder to start Service Desk and I got a message that tells me, Server started..... Connect to htttp://localhost:8080/. When I open this on web browser, I get page not found message. I tried to access the same from another computer, on the same network
Change Backup Upgrade Path
Trying to update our test environment fron 8105 to the latest version & the auto backup is failing due to limited disk space. Is it possible to change the path of this to a network share? Hoping to utilise a NAS for this purpose.
Updating from 9000 to 9003 Issue
I am trying to update from 9000 to 9003 and it keeps failing on me. Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:311)
Assign ticket to multiple technician
Hi, I am stuck in a situation I want a assign a ticket to multiple technician base on the the category Whether its possible in service desk . Please reply Regards, Mir Amer Ali.
Ticket created from email looses formatting
I am having an issue with new tickets being created via email. we have some automated emails that get sent that use alot of html code to do formatting/etc but when servicdesk brings it in all that formatting is lost. Is there some setting somewhere that I missed or how can I go about fixing this? Thanks!
Error Unknown/Unexpected Error occurred Robo Technician
Good morning, Wanting to reset windows password I get the following error message: Unknown/Unexpected Error occurred Thanks
Un-Able to set requestor as Service Request approver
I need to be able to have selected requesters have the ability to approve service requests. We have the enterprise version and the check box is there and checked but greyed out. And they are not approvers. Even though the greyed out check box is checked. I need to be able to give them this permission and should be able to. All assistance appreciated.
Pass-Through Authentication Enabled but Users Are Sent to Login Page
Good day, I've recently enabled AD Pass-Through Authentication on my SD+ test instance and am running into a strange issue. After running the script to create the new computer account in our AD, the settings saved successfully. However, when a user tries to go the to SD+ test environment (sdtest02), they are redirected to the login page with the following address: http://sdtest02/HomePage.do?SkipNV2Filter=true It would appear that the NTLM V2 authentication is failing, but when I look in the SSO
Backup Loops After Upgrade to SerivceDeskPlus 9
Right after upgrading to release 9, our scheduled backups will loop and reinitialize every 10 minutes or so and eventually will never complete until manually disabling it and restarting the Manage Engine Service desk plus service. As of today, I have not been able to backup our data which concerns me. Windows Sever and MSSQL database Sys Log entries Schedule backup started Backup Schedule - Info Feb 27, 2014 02:56 AM System Schedule backup started Backup Schedule - Info Feb 27, 2014 02:49 AM
deleting departments
I have a problem in that I want to delete several departments from ServiceDesk but every attempt says that the department is in use by a module. I have checked Requesters, requests, assets and none are using the departments. How can I find out what is preventing me from deleting these old departments? Regards, Robin
error/bug when importing from AD - user gets overwritten
Running SDP V8212 (Windows with mysql) I have a technician John Doe with email john.doe@mydomain.com There is a second Active Directory account called HD_JohnD with email john.doe@mydomain.com each time we do an import from active directory, the technician "John Doe" is changed to "HD_JohnD. How can I prevent this? This is messing up our business rules. Wayne
SD+ asset serial number keeps flipping between two values
Running SD+ 8.2.0 Build 8216 and Agent 1.0.15 that came with it. We have one system that has a hard drive that the serial number keeps flipping between two values. We've confirmed that the user is NOT removing the hard drive and popping in another. We've also confirmed there is no duplicate IP or host with the same name. Here is a partial history: Scanned on Feb 24, 2014 05:06 PM Hard Disk (ST980412ASG) - Serial Number changed from 5VF06L8Z to V50FL6Z8 Scanned on Feb 24, 2014 10:40 AM Hard Disk
Is it possible to import other fields from AD?
Is it possible to import more/other fields from AD. There are other fields specifically the "Reports to" field that I would like to import from AD
Attachment with two consecutive spaces in filename are not forwarded with IE
Hey there, we encountered a problem in a rather special constellation. If a request comes in with an attachment that has 2 consecutive spaces in the filename, it cannot be forwarded with Internet Explorer. The forwarded mail does not include the file, the conversation shows the attachments but clicking on them opens an empty file. The database entry shows that the "new" filename only has a single space. the file created in the fileAttachments/conversations-folder has size of 0kb and has a single-space
Update Failing 8217 to 9000
I'm running as admin, and I even tried disabling UAC thinking it maybe an access problem. Not sure where else to go with this one. Log attached
Mail fetch no longer working
Mail fetch is no longer working since upgrading to 9000 I can stop and start the mail fetcher and it verifies the mail server connection and says it is successful, but it does not attempt to fetch any mail. If I restart the server, it does one mail fetch successfully and does not do anymore. Please help!
SPD 8217 to 9000 Update Fail
Hi there! I've attached logs. Seems that it fails while backing up, trying to access a non-existing table (ServiceReq_601). Upgrade path is 8216 -> 8217 -> 9000. Thanks.
Approval Status not updating
We are using 8.2.0 Build 8217 and the Approval Status is not updating after the requested approval is taken. The status still shows as " - " from the Dashboard or "N/A" from withing the Change ID: This user has done many approvals in the past and no changes have been made. Any thoughts? We have only upgraded to this build within the past 10 days. Can the status be manually updated by SDAdmin?
Importing CSV file using semicolons instead of a commas
I'd would like to import CSV file using semicolons instead of a commas, because all users are imported from Active Directory acorrding to pattern: CI Name = Surname, Name. Between Surname and name is comma. So I want to import assets assigned to users, but column "user" contains comma. Is it possible to import column inside which is a comma?
Java heap Space out of memory - unable to upgrade, or back up our database
Hi Guys, I made a post some time ago about Java Heap Space out of memory issues on our SDPlus server but didn't follow through on the issue. Whats basically happening is we are unable to update SDP 8208 to any later version due to the below error from the Update Manager. java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown
Problem after upgrade can't rollback to 8217
Hello The Problem started when I tried to migrate to version 9.0. Upgrade ended up with an error and i could not run the application. I had to go back to version 8217. I have uninstalled Service Desk from the server, I changed the name of the directory, I downloaded version 8217. After installing I and logged in as an administrator. I restore the database but there is a problem with starting the application! Run.bat command returns: AdventNetServiceDesk [FAILED] When you run startSDP. bat window
Request is appended by reply
When a user replies to an open ticket an email gets sent to the assigned technician. The email however does not actually contain the reply text. I've looked at the content variables and don't see one to add that will add that info. $Description is already there and the Description from the original ticket is included. As such I have to assume that the reply text is not added to the $Description field. Is there any way to get the reply text added to the email?
Requesters Cannot Create Ticket
I have a few users that cannot create tickets in Service Desk. I have compared their accounts with others that are working, and they appear to be setup the same as others. They can start inputting a ticket, but once they click "Add Request", it shows them the next screen and where the ticket should be, it just shows an image of a red 'X'. They can, however, view tickets that have been submitted on their behalf. I have tried deleting their account in SD and importing them again, but it doesn't seem
Release 9, search for requests
Now when I have upgraded to release 9 I can't use the search field in a way that I used to. A default search doesn't result in anything, it's all blank. I'm trying to search for keywords in an open or closed request, for example "word template" and I get nothing though I have an open request with the keywords in the request. I can use the solution search and notes search but I can't search in request texts.
Windows 8.1 problems SDP
Hi! It seems there are some Security problems with Windows 8.1 machines and SDP 1. Agents can't be updated (Error in communication) 2. Remote control with agent doesn't work. (Error in communication) Anybody tested this issues? DM
Missing remote control button
I have spend hours now trying to get the remote control button available, I have assigned the remotecontrol right to the accounts and i have verified that the "Enable Remote Control access for all workstations" is set to Yes, I got it to work yesterday but today the button is gone again :/ What is wrong?
Business Rules based on In-Coming Email TO: Field
I have to Aliases on our email account that we use for service desk one for email issues and one for memberservices. I am trying to create a ticket using the business rule depending on which email the request comes from. Should this be possible? What happens now is Ticket gets created but it doesn't get placed in any group. Thanks
Release 9, close changes
After I upgraded to release 9 my formerly "Completed" changes are now visible in my filter "My open Changes". Did I do something wrong when I went through the wizard because I want my old "Completed Changes" to be set to Closed. I think that this new workflow looks great and we will use it from now on, but I dont want to se my older closed (completed) changes in the "My open changes" view. How can I resolve this?
service Desk PLUS Error during startup, error during installation of PATCH
I have a windows 7 computer, I downloaded Service Desk PLUS. when i try to startup the server the loading stops after application layer started. i then tried to update to the next patch Migrate fromBuild 8200,...8211 to Build 8212 and i get the error: "latest built hence patch need not be applied" but i know i am on the basic built because i just downloaded this today. 2/23/14
Delete request from database
Hello, I have the following problem: because of a misconfiguration of the email server, i have an request that has thowsands of automated replies to it and the database has grown to tens of gigabytes. I tried do delete the request from the interface but the operation times out or the computer runs out of memory. Is there an SQL query that I can run to delete the request? Thank you.
Strange characters in email after version 9 upgrade.
Since we have upgraded to version 9 (build 9000) we have noticed that some of the emails contain strange characters, for example we get: Dear Myke Apples,\r\n\r\nThank you for your helpdesk request.\r\n\r\n Before we got: Dear Myke Apples, Thank you for your helpdesk request. Can you explain why these control characters are showing?
Acknowledge E-mail Cc users by e-mail when the request is closed - Not Working 8009
The above feature does not work. We have to manually add the address to E-Mail ID's to notify which I'm sure you can understand defeats the object of it. Nor is the resolved one. Any help please.
java.exe*32 using 100%CPU
I have ServiceDesk Plus installed on a Windows 2008 STD Sp1 server with a SQL Server 2008 R2 back end. the version on ServiceDesk is: 8.2.0 Build 8208. Now this server is a colne of production which will be used to test our upgrade process. Now when I start the ManageEngine ServiceDesk Plus service the java.exe*32 service take 100% cpu. The application runs for around 10 min then it stops. In production when the service ( ManageEngine ServiceDesk Plus ) starts the java service only uses around
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