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
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.
Next Page
