Request Summary - Out by a day
Hey Since daylights savings, we're having an issue where our request summary page is out by a day. Sunday's should be on Monday's for example Anyone else experiencing this ? we're based in Adelaide, South Australia
SD+ iPad Application - Assiging Technitians to unassgined tickets
Hello, Finally after the SD+ iPad application update on 4/2/14 we were able to sign into the SD+ iPAd application because it now supports HTTPS. I was browsing the application and a ticket had come in. I selected the ticket and went to assign it to a technician and received the following error: Error No detail is available for Technician groups in site:(My Site) Any ideas on why this is happening? Service Desk + v9 Build 9003 Windows Server 2008 R2 SD+ iPad App v2.1
Email Fetching Problem - RE, FW, CC
We would like to start using email fetching to create new requests when emails come into our helpdesk mailbox. We would like new requests to be created only from users within all "3" of our domains (Ex. myname@domain1.org, myname@domain2,org, and myname@domain3.org). We would like no emails from outside of our domain. The problem is new requests are being created from email replies, forwarded emails, and CC emails. How can we fix this? Also how can we stop emails from being created by certain staff
sdp 9 - win 2012 R2 / sql server 2012 / Event id 7024
Hello All; I have just installed SDP 9 to avaluate on a Windows Server 2012 R2 and configured an existing remote SQL Server 2012 for database. There is no db access problem. ... but the problem is that manageengineservicedeskplus service stops and Event id 7024 is displayed. It says; The ManageEngine ServiceDesk Plus service terminated with the following service-specific error: Incorrect function. I don't think that I did something wrong. All regional settings of my windows Server is set as "English/US".
Asset Name without workgroup
Is it possible for the asset name to not show the workgroup name? We do not use AD and our assets show up as Name.Workgroup. In order to connect remotely we have to remove the workgrop from the name.
Widget title field is trimmed
Good day! We have a problem in Firefox v. 24.0-28.0: widget title field is trimmed. All apps are switched off. In IE all is OK. SD v. 9003
history tab - sort problem
When made some changes in request, all changes saved in history tab and sort by date\time order. That's ok. But the problem is, when you change to much settings it sort it random. ex: My changes in order: 1. urgency 2. consequence 3. category 4. sub category 5. item 6. technician but in history it will show (some times it in right order) 1. urgency 2. consequence 3. category 4. sub category 5. item 6. technician but some times it show in random order sub category Подкатегория изменено с ---- на Права
Custom Views not Displaying all Custom Field Items
We are using SDP 9 and MS SQL. We're having an issue with custom views where we have defined an additional custom incident field and want to define a custom view that sorts based on that field. Below is how we have the "SubProduct/Service" field setup in the additional incidents field we have 4 items we've defined: When we try to create a custom view based on the "SubProduct/Service" we do not see all the items or values defined: When defining a custom view, the SubProduct/Service field should let
notification template
Good day, how you can add a notification template? Can I create my own notifications if so, how? There are no buttons or what .... I press the save button, but my template does not appear the field where you can put a check mark to apply this alert. Manage Engine sevice desk 8.2.0 8214
Service Desk 8.2.0 Build 8212 is not detected installed software properly.
Service Desk 8.2.0 Build 8212 is not detected installed software properly. We have Microsoft Visual Studio Ultimate 2012 is installed on some of our machines. SD is reporting that Microsoft Visual Studio Professional, Premium, and Ultimate are installed on those machines. I looked at the installed software on those machines in the Control Panel and they list: Microsoft Visual Studio Ultimate 2012 Version 11.0.50727.26 In SD under Software > Scanned Software > Microsoft Visual Studio Professional
Mail Server Fetching drops after update to 9001
Hi, We recently upgraded to 9000 and then 9001(we needed the action menu). Since then we have been experiencing a lot of trouble with mail fetching. It stops and does not come back. A restart of the Manageengine service does not always bring it back so we have to resort to rebooting the server. The event viewer does not show anything and the last time mail was fetched is not shown. What can I use to monitor this to see what is going on? Thanks, Jonathan
SD+ smtp issues with Exchange 2010
I've been reading through the articles here and haven't quite found my prolblem, so forgive me if I missed something and it's already asked and answered. But we have a POP account picking up emails and turning them in to tickets, no problem at all. However, the outgoing notifications do not work. We know that the settings are correct, in fact they worked for a short time before they stopped altogether. I've tried all the settings I could think of to hit our mail server, both internally and externally,
SD+ from .9002 to 9.003 upgrade problem
During upgrade from 9.002 to 9.003 I got a meesage: "Failure , Please check the link http://www.manageengine.com/products/service-desk/upgradefailure.html" and upgrade process stops. Please advice what to do? We use MSSQL but details notes in log file (attached below) is related to MySQL???. Regards W.O.
SLA for Service Catalog
Hi, I set the SLA for Service Requests like below. However, it doesn't seem to be assigned to any Service Requests submitted and the Dueby Date for the request is not changed. I don't know what's the problem as this SLA for Service Requests is really different with the SLA for Incidents. SLA for Service Requests submitted from Web Portal seems not working. Really appreciate your help! Best Regards, Nicole
How can i let my clients enter without login to see they´re request?
Hi i have this question. How can i let the clients enter to the service desk without login to check solutions and see they requests? im using 7.6.0 Build 7603. Thanks A lot!!!
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?
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