Specialist's last name changing
Good day! A girl has a role of specialist in SD She married and changed her last name. We have changed her credentials in AD. Now in SD she has 2 user accounts - old, where she is a specialist and new, where she is a simple user. Why changes in ActiveDirectory did not apply in SD? SD build 8.217
service stopping after 10 sec
Hello I installed ServiceDesk Pro Trial. System running ESXi 5.0 Virtual machine ver.8. Installed Windows Server 2008 x64 Eng, MS SQL 2005 SP2 Eng x64. Installing the ServiceDesk x64 is successful. Test connect to database - OK. When the server starts - goes out the window with the status of work. At "Application Layer Started" stoping loading. Service "ManageEngine ServiceDesk Plus" not running. 10 seconds after manual start the service, it stoping. In system logs no errors. Attach log files located
Memory utilization in SDP 9
Hello, I performed the update to version 9 of the SDP. Now server memory is at 90% all the time. The java.exe process uses 3.5 GB for a server with 4GB Need urgent help. Thanks in advance. Newton nbrandao@ipt.br
Admin changes
We are currently using 8.2.0 Build 8217 and would like to know if there are audit logs available to track what changes have been made to any of the config settings and by who. Is there anything readily available?
Can not log into Service Desk after Restoring backup
Hi , Incorrect username and password after restoring backup , migrated from mssql to mysql, restored backup successfully but username and password does not work , tried a lot of things from forums, resetting password with query, did not work.. any suggestions?
SLA based in Service Category does not works!!
Hi Friends I have a question for you. At this time, We have installed SDP V 9.0, and we are trying to organize all the workflows and services. We have a Service Category named Applications, but when we try creating a SLA based in Service Category, the associated request don't has a SLA assigned. How can we fixing it? The goal is getting that created request through Service Catalog takes the SLA from Help Desk Customizer, but no take it from the SLA Service. Thanks for your help. Regards
Upgraded from 8.1 to 9.0, still stuck at max 2 technicians
We performed an upgrade of the free version of ServiceDesk Plus 8.2 with a max of 2 technicians, installing 6 service packs to bring us up to version 9.0. The purpose of the upgrade was to increase the max technicians from 2 to 5. After the upgrade, the software still shows a license for 2 technicians, and when trying to add a 3rd technician, the software does not allow it. How do we get the maximum to bump up to 5 technicians? Thank you.
Reports are not displaying characters
When i go for reports in chart, 3D pie or line or whichever, i get strange symbols instead of actual letters. attaching screenshot.
Update 9.0 failed
Hello i want to update my SDP from 8216 to 9000. But i got the followong Errormessage: Dear User, 9000 migration was stopped as the following managed software are not having CI Type association. Please associate CI Type for these managed software before proceeding to 9000 migration. CI Type association can be done from individual software details page by clicking on the 'Change' option for CI Type. 1. Microsoft(R) Windows(R) Server 2003 Standard x64 Edition 2. Microsoft Office Word 2003 3. Microsoft
Please help with Module provided in the request is not supported
<operation name="GET_ALL"> <result> <status>Failed</status> <message>Module provided in the request is not supported.</message> </result> </operation>
Setting Up ServiceDesk Test Environment
Afternoon, I am trying to set up a test environment for ServiceDesk for testing of updates and the like I have installed Version : 8.1.0 Build 8110 which is as per our live deployment, I then restored a recent backup which went in without any issues but now the system will not start, I keep getting an error stating "Invalid License File" - any ideas how I can get round this? Thanks, Scott.
Steps of roll back process while patch updation failed
Hi Team, Would request you to please share the steps of "Roll Back" process while latest patch updation failed. And how to roll back\Switch to previous version. Thanks Satyam Kunal
Update from 8212 to 8217 Fails
In attempting to run the update I am getting this error in the updatemanager logs. [com.adventnet.persistence.EEARExtractor] [SEVERE] : Exception occurred while extracting eear :: [.\applications/AdventNetServiceDesk.eear] :: .\applications/AdventNetServiceDesk.eear What is the best solution this error.
I can't make a manual backup
Hello! Help ме please - I can not do a manual backup (built Postgres). After starting the bat file, I get the following:
Specific Technician Doesn't Receive Emails
Hi, We have faced an issue that an specific technician doesn't receive emails after a Service Request is approved and assigned to him, the email doesn't show up in Conversations either so I am sure that the issue is not with mail server side. I appreciate any help on this. Thanks.
spam filter not filtering on sender
Hello: I have an issue with the spam filter. I wish emails sent from a specific email address to be dropped. I have two rules in my filter. 1. where "sender is" then multiple addresses 2. where "subject contains" with multiple listings. I have an issue where the notification that a job has been closed is being sent to a CC recipient with an incorrectly spelt email address. The postmaster (the address I've listed in step 1 above) responds that the recipient can't be found. This reopens the request.
Survey Settings - Welcome Message
Hi, I believe i've found a bug on welcome message under Survey Settings. I've changed the welcome message and save, but after that if i click Preview Survey the message that appear it's the default and not new message. I've tried to restart SD+ service but with no luck. I've notice that if i change display language, SD+ translate the message but again, does not reflect my changes. I'm on build 8216 under 64 bit version. Can anyone help on this? Regards.
SQLException occured while retrieving candidate rows from the master table AuditGroup
Hi, When I try to delete workstation and server asset (I've 4 assets involved) i receive error message FAILURE :Database exception while deleting Workstation. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. Anyone know this problem and can help? In serverout0.txt i have: SQLException occured while retrieving candidate rows from the master table AuditGroup [09:22:17:438]|[01-31-2014]|[com.adventnet.servicedesk.asset.action.WSListViewAction]|[INFO]|[163]|:
Problem with tech groups that has group email
First of all there was a post https://forums.manageengine.com/topic/different-groups-different-emails So didn't fixed my problem. The problem is, I'm trying to reply on request in SDP I've got in CC field sb.support2 (screenshot - 3jpg) - wtf? Why it's there? If I try to change technician from "group 1" with group email assign, to "group 2" (also have group email) SDP+ is going mad. It's starting to generate tickets\requests in "group 1" and "group 2" and this is infinity process. Once it's created
ServiceDesk Failure to Restore Backup
Afternoon, I am trying to restore a backup of ServiceDesk onto our test environment and I am getting the following error: C:\Windows\system32>c:\ManageEngine\ServiceDesk\bin\backUpData.bat '.\setcommonenv.bat' is not recognized as an internal or external command, operable program or batch file. 'java' is not recognized as an internal or external command, operable program or batch file. Any ideas? Thanks, Scott
Scanning HP printers
Today i wanted to add some printers to our Asset list in ME SDP. In the past, every printer was scanned and all information was correct. After scanning 2 printers today i noticed they didn't show the correct information in SDP. The same type of printer in an other location was added in the past without any problems. The problems started with the latest changes for scanning CI's. For example, printer added in the past: PRN0017 prn0017.DOMAIN.local HP LaserJet P2055dn CNC173997 Printer added
Servicedesk Plus SSL move to another server
Hi I have now tried for a week by reading all the guides I could find on how to move SD+ to a new server. I have the latest build 8217 on both servers (live with SSL and certificate installed and a new one clean installation with the same build 8217). After taking the backup on the live server, I copy the full .data file to the new server (which is working fine). I shutdown SD+ on the new server, run the restore.bat under ...\bin. Restore completes without any errors. Now when I start SD+ again
Can't Copy/Paste from Clipboard into editor using IE since 8217 upgrade
Has there been a change to Service Desk Plus from 8213 to 8217? I upgraded to 8217 (from 8213)over the weekend and now I cannot paste images from the clipboard into requests, changes, solutions, etc. This used to work. When I try to right click in the body of the editor using Internet Explorer, Paste is grayed out.. This has been working for many months. Chrome and Firefox work fine. IE 8 and IE9 produce the same result. We use this extensively and unfortunately using different browsers in our
Licence removal
Hi, i am interested how to remove existing licence from Service Desk Plus to revert it back to demo/trial
Extra username and password prompt before actual login?
Hey guys, I'm not sure this issue is due to: 1. A hack 2. A security update 3. The fact i upgraded to 8.1.0.7 recently The problem? Since a few days everytime i browse to my Servicedesk-site (locally installed on server), i get a additional password box: To be clear: Annuleren = Cancel in Dutch If i type in my username and password, no effect, the box keeps popping up again. I tried with and without the domainname... so, eventually i press Cancel on this prompt, and i'm brought at the home login
Tickets automatically being reopened
If I close a ticket, I will get a response that tickets was closed. A few minutes later the ticket is reopened. I don't know why it is being reopened. Nobody is replying to the message. Ideas?
Unable to Change Database from Mysql to MSSQL
I am wanting to update my ServiceDesk Installation from MySQL to MSSQL. I had completed the update to the most current build and performed a full backup of the database followed by running the change database script in the bin folder which successfully makes a connection to the SQL 2012 Server and creates the database along with the tables after the restart of the ServiceDesk Application. I then start the restore which is where problems start occuring. I run the restoredata.bat file and point
Cant logon to Demo
Hi I am setting up a trial of ServiceDesk Plus I downloaded. I have installed the trial onto a 2008R2 server using the defaults, except for the port number which I changed to 8888. When i get the login page and I type in administrator and administrator for username and password, I just get incorrect username or password. They must be correct as this is the default install. Can someone tell me why. the firewall is off for the domain profile. What ports need to be opened? Any help would be
Restored database and now Helpdesk hangs on startup
Hi We had an issue with a server and had to reinstall Servicedesk plus. We have installed servicedesk, which worked fine. Logged in as default login, re-added the license and then logged out and shutdown servicedesk. We then ran the restoredata.bat, which seemed to restore ok. Now when we try and restart it, it hangs on the splash screen after getting about 90 of the way through and if I go into startout.log in the bin folder, it keeps coming up with requestScheme is http every 3 secs. Any ideas
ServiceDesk Plus - Assets Permissions
Hi, We are currently going through a transition of auditing all of our assets within the business and moving them from our own in-house asset tracker system to the assets feature in ServiceDesk Plus and have encountered one problem; I have SDAdmin permissions on my account, and when i look at the assets currently entered into ServiceDesk Plus, it provides me with the name of the asset which i can click on and edit. I'd like everybody in my team to be able to do this without assigning them full
User DOMAIN for Service Desk Plus API
I am using the Servlet approach to adding a new request into Service Desk Plus. Here is my string: https://assist.optimation.co.nz/servlets/RequestServlet?operation=AddRequest&username=username&logonDomainName=ONZ&password=password&requester=TestName&subject=TestSubject I am getting the following error: FailurePlease specify the DOMAIN to which the user belongs to What is this error reffering to, and where can I get the value of the DOMAIN?
Default Administrator password not working after initial install
Hi, We have just installed ServiceDesk Plus to try but the initial password stated on the site (username: administrator, password: administrator) is not working. We get the error "Username or Password is Incorrect". This is a fresh install on Server 2008 R2 and we have not set up any passwords during install. The same is also true for the guest account (username: guest, password: guest). I've search the forum but have only found details on how to reset the password from SQL database. Is there someone
Can't delete sites, greyed out. Removed from all possible modules
I've removed it from everywhere mentioned on the forums but I can't get rid of 3 of the sites that were imported via CSV. I went through each of the following as was mentioned in another thread -- Site is associated to different modules like Assets,requests,technician,requester,templates,PM tasks and Support groups etc. When trying to delete the Site you will asked to move these set to a different site. However the Requests and tasks which was already created in the Site will still be referring to
No users Listed after a Restore
Hi, After doing a restore, using the initial backup created by SD+, i've lost the default administrator, the only one i had. I've run the query to identify the active users and none is listed, it's possible to create an user with a query? I'm using MSSQL with build 8216. Regards.
BackupData
Hi, I've been making some backups and today for the first time got some errors and backup was not successful, size of backup is 0Kb! Changes applied today before backup: - Mail server Config - Enable Fetching - Add some notification Rules - Created some requests to test notifications (Success) - Deleted all requests created for testing purposes After this i decided to do a full backup and got some errors: Command prompt output: C:\ManageEngine\ServiceDesk\bin>backUpData.bat
Configuring email tickets
HI, Besides configruing the email server settings in SDP do i need to any configuration with my Exchange 2003 server? It seems like SDP will not fetch emails. I want to implement a system where our users can submit an email and create a ticket to the helpdesk. I have set the SDP mail server settings to fetch email every 1 minute, and i can send emails fine, and reply to them too, but when i try to send email to helpdesk@domain.com SDP will not create a ticket.
Windows Agent Configuration - Linux Server
I have SDP running on a Ubuntu server. When I go to Windows Agent Configuration and attempt to configure the agent setting I get the following error. Failed to update agent settings. Any ideas on how to correct the issue?
Request does not get reopened, when requester reply to request from within application.
Hi We are running Servicedesk plus : 8.2 (8214) We have a problem, that when a request is closed, and a requester is is replying to the request from within the servicedesk application, the request will not get reopened. The request will be reopened if requester is replying to the e-mail he has received from the system. ex. User get notification about his request is closed, user clicks the (To see your request click here =>) link. From within application the user clicks "reply" and adds conversation
Hijacked / Incorrect links on tickets
Hello, I've noticed this morning that a ticket has come in which has an email forwarded from someone who's email signature has an image with a link assigned to it which goes to their company's homepage. It seem that that link has now taken over all the other links on the site so if I go to click on Home, Requests, Problems, etc instead of going to the address of our server it's pointing to the address from the image in the email that the ticket was created from. The attached screengrab should highlight
ServiceDesk won't start on CentOS 6 x86-64 Install
I just ran the installer on a CentOS 6.4 x86-64 bit system. I download the 64-bit .bin installer. When I go to the install directory and then to bin and run the run.sh script, I get the following at the end of the output: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details The only log file with content is logs/unpackout.txt which has: # cat
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