ASSET FILTERING BY SITE ON REQUEST TEMPLATES
Hello, the asset combo on request template is not filtering by the site associated to the requester. The requester can see all the assets on the CMDB and all the sites. SERVICE DESK PLUS ENTERPRISE versión: 8.2.0 Build 8212
ServiceDesk 8.1 doesn't send any Technician Notifications .
Hi, our ServiceDesk doesn't send any Technician Notifications email . Here is a part of serverout.txt log with the error: [16:20:20:410]|[01-22-2013]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[21]|: Exception while trying to send notification for the request.|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1405) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:897)
Importing Closed date not working
Hi guys, I've got an issue where Im trying to import closed tickets from our old ticketing system, however the ticket closed date is being updated as the date/time of the import, indicating to me there is a problem with that date field. This is an example of the field: 04 Sep 2012, 00:00:00 can anyone see any issues with it?
Incorrect Moscow time zone
SD build 8213 Time zone should be GMT +4
Copy/Paste problems
Hi, I have some problems with copy/paste. I did copy and paste content from Outlook into ServiceDesk Plus description field but it always show image under the content as below picture. Also, when i did copy the picture from any MS Office software into ServiceDesk Plus it always show blank frame with the picture that i copied as below picture. So please could you investigate this issue. Thanks, Sakarin
request catalog not alphabetical
Since upgrading to 8.2 (currently 8203) our request catalog is no longer displaying alphabetically. New Incident IT Support Records Request HR – Health and Wellness Corporate Properties GIS Map request And the list goes on is some non-sequential way for all 80ish request templates. Is there someplace I am overlooking that will change things back to alphabetical or is that actually a bug. Thank you,
old tickets are becoming new after configuring Incoming Mail Server Settings
Hello, I have configured the incoming mail server setting and for some reason i am getting the old closed requests as a new open issues which is confusing, I want to have any upcoming email as request only not the old emails or requests?
SDP says: IE7 and IE8 are setup in many PC with Windows XP
Hi all, we have many PCs wit Windows XP SP3. SDP software report says that we have over 100 PCs with IE7 and IE8 - http://clip2net.com/s/6drTBa I i trying delete IE7 as software in this PC after rescan i see IE7 again How i can fixed this ??
Task - Email Link
Using version: 8.2.0 Build 8214 The hyper link for when a task is assigned is incorrect. It looks correct but has the server info in 2x in the link as you can see below.
departments created
hello how can i know what is creating departments in the default settings?
HTTP Status 500 - When clicking on the Active Directory Icon from Admin Tab
I receive the HTTP Status 500 error on a fresh install of SD+ 8.2.0 Build 8213 64 bit on CentOS 64 when clicking Active Directory from Admin Tab: 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)
Remote Control Access
Hi Everyone, I'm having issues getting the remote control option to be displayed to technicians. \\ I have it working fine in our test environment however it is not working at all in our production system. The technicians have been granted the AERemoteControl role, and I have given full access to the Assets module for relevant users (as stated in the AERemoteControl role description). I have enabled all necessary remote control tools (after creating batch files to launch them as I could not launch
ServiceDesk Plus change HTTPS port to other than 443
I configured Service desk Plus to run on HTTPS, everything goes well, HTTPS on default port 443 was working, but I need run HTTPS on other port for example 4431. I used changeWebServerPort.bat to change HTTPS port to 4431, restart service, but ServiceDesk plus not running on this port, no pages are displayed :-( Change to HTTPS 443 but not working anymore :-/ Only thing to get back ServiceDesk working is going back to HTTP on 8080. This one is working. Please if possible také mi the hint how to configure
Can't give Poor or Very Poor results on surveys ???
We have a survey we have been using for 3 years, with 3 questions all of which have "Very Poor" "Poor" "Good" "Very Good" as the responses. If you pick "Very Poor" or "Poor" we get the following error, if you pick good / very good it works fine. Our users think this is a conspirancy on our part to get good surverys :) Please help ! This started after upgrading to 8125. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this
License not updated after SDP Server Migration
Recently I've migrated SDP 8.1 to another Win2008R2 Std server. Migration went successfully. But the license is not updated. Even I tried to apply the license manually but nothing didn't apply. Why the license is not migrated and why its not being updated even if I tried to update manually.
The problem with merging and tickets changing
We merge a lot of tickets as a result of automated emails from our comms providers. Issue is, if our person is working of a ticket and someone else merges it at the same time, servicedesk doesn't handle it well and puts up a java message from the webserver. This happens in other similar situations when two people are accidentally are working on the same tickets. Is anyone else having this issue?
Change approved automatically by system?
This morning I raised a change for approval through the CAB. I selected my boss in the list of CAB members, he received an email where he rejected the change. ServiceDesk shows the change next to his name as 'rejected the change on 19/11/2013 08:53', yet the status of the change is showing as 'approved by system on 19/11/2013 08:53'. Why has the system automatically approved the change? Thanks,
SDP Agent crashes Windows Server Backup
Hi, Just ran across a very strange problem where installing the Asset Explorer agent causes the Block Level Backup service used by Windows Server Backup to crash. I found the below link from a few years back which references this and have confirmed the behavior on both of my servers using Windows Server backup. http://social.technet.microsoft.com/Forums/windowsserver/en-US/8a348b33-8172-4c4d-8841-440fd4872a96/faulting-application-name-wbengineexe While I uninstalled the agent and can deal with
AD directory updates not getting to SDP
When we update an AD account, the room# or phone# for instance, those changes don't get pushed to SDP. Users that are added to AD show up in the SDP requesters list fine. How can I get SDP to reflect modifications to AD accounts? Thanks
ManageEngine Asset Service crashing Windows Server Backup (wbengine.exe)
Having an issue on multiple servers where manageengine (agentmonitor.exe) is crashing Windows Server Backup (wbengine.exe). Are there any know workarounds for this issue? We are using Version 8.1.0 Build 8121
Contract Type
Hi Dears I want to change a default contract type but it doesnt permit me. i delete all of my contract but it doesnt work too. how i can change a default ?? Thanx
Signature does not work after update
Hi I have upgraded ServiceDesk Plus from 8212 to 8213 and now my signature is not added when I respond to a request. //Peter
Tech auto assign - requests on hold
I'd like to understand, how system is working. We're using auto tech assign - balanced round-robin. I run query, status of the requests by technician. (by month) Tech #1 open 4, hold 6, total 47 Tech #2 open 5, hold 1, total 73 So, why the balanced round-robin didn't work properly? M.b. it counts all requests (open and hold), not only open?
Problem with database migtration from mysql to mssql
all made like writied link below:http://www.manageengine.com/products/service-desk/faq-general-modules.html#faqtop my migration didn't finish succesful i have problem. Could you help me please what i doin wrong
How do I downgrade from a service pack?
I need to downgrade from service pack 8213 to 8212. We a have database the was configured using the 8212 service pack and a new install servicedesk install that is running 8213. When ever I try to attach the database it gives the the error message that the service packs don't match. I don't have access to that 8212 instance anymore and need to revert back to 8212 to connect the database. Is there any way to accomplish this?
Cannot import requests from .xls
Hello, I am trying to import requests from a .xls file and I get the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:254)
Servlet API - Add Requestor
Trying to add requestor through the servlet api, but I am getting this error when submitting the form using cURL: "<operation><operationstatus>Failure</operationstatus><message>username cannot be empty</message></operation>" cURL command: C:\cURL>curl --data-urlencode "operation=Addrequester&name=Demian Quinonez&emplo yeeId=xdemian&description=CRMLS Roster Import&email=demian@crmls.org&phone=xxxxx&mobile=xxxxx&site=www.crmls.org&departmentName=MRML&jobTitle=AG&r equestViewPermission=OWN
E-Mail Commands - Business Rules and Command Removal
Hey, i'm just testing the E-mail commands and it's working as expect in that i am sending an e-mail with @SDP@ in the subject line and just ACCOUNT/REQUESTER/TECHNICIAN in the body of the message and the new request is being created with the correct account/requester/technician but: We have business rules and notifications in place so that if a request is assigned to technicians they are notified but this notification is not being sent even though the technician is assigned. Is there
Issue with remote control
We're testing out SDP's remote control agent and so far haven't had much luck. When we attempt to start remote control, we're getting "FAILURE :Failed to copy files to the remote workstation. " We have the Windows 7 firewall disabled in domain mode, and the user configured is a member of the local administrator group on the test PC. The asset scan works without issue. I have even tried manually installing the agent. This creates the service "ManageEngine AssetExplorer-RemoteControl" but even
Email Templates - Inserting System Variables/Fields
Is there anyway to insert system fields into an email template. I know it can be done on the Notification Template but is there a way to do this for Reply and Resolution templates. Thanks
Problems deploying agent to Windows 7 machines
We are running Service Desk Pro version 8.0.0 build 8000. When I try to deploy through the Discovery / Agent Settings clicking on Download Agent, the installation starts asking if I want to run ManageEngineAssetExplorerAgent.msi When I click run I get a security warning "Windows has found a problem with this file" "The file was blocked because it does not have a valid digital signature that verifies the publisher" The installation then fails; if however I save the file, don't click Run, go into
improper behavior for approval actions
Hi I have noticed when you resend an approval ( selecting only one from many) on the request tab the sent on column is updated on all the approval requests regardless of whther or not acvtion has been taken. This results in approvals being shown as approved before the request went out. Obviously when you choose to send out a "second request" to an approver that has not responded yet the sent on value should not be updated for all approvers. if you look at image below you will see the act on date
Best Pratice to Exclude asset from scan
Hi everybody, I currently manage PC (asset) for other group but I don't manage software for them, what is the best way to restrict some asset to not being scanned ? Even if the agent is not installed the weekly scan try on every asset. Thanks Frikdel
Can't logon after demoting old domaincontrollers
I have demoted our old domaincontrollers and after that we can no longer logon to Servicedesk. It is set up with SSO for all accounts including technicians. I have tried the suggestions in https://forums.manageengine.com/topic/cannot-login-to-service-desk-plus but the database (MSSQL) does not contain at table named aaaauthorizedrole and the query therefore fails.
Failure : Problem while fetching network list from system
Hi everybody We have just upgrade our ManageEngine ServiceDesk from 8211 to 8213 ( in two steps, first in 8212 and then in 8213 ). Now that the upgrade is done, I have an error message when I go to Admin\Discovery\Network Scan : I have the same message when I go to the CMDB, choose a printer, and try to use the button "scan now" (same problem when I try to scan a single computer). I never had this problem before ( we have some audits 3 times per week before, and never have any error
iPhone App
Hi I've followed the instructions for setting the API key etc but when I try and log onto the app on my iPhone I get 'Error' with no other information. How can I troubleshoot this? Thanks
Tasks from Work Orders in a controlled Group
I have segregated work queues in my SDP 8.2.12 installation, meaning that Techniciand cannot see work order in Groups where they do not have rights. My problem occurs when a Technician needs to assign a Task to another Group. Work order is in Group A The Task is assigned to a technician in Group B, with no rights to Group A, field "Group" on the Task is set to one where the tasked technician has rights. Technician received notification Technician cannot resolve the task until the parent work
Dashboard days are off by one starting just this week
I've attached an image to show what has happened this week. Our ticket system has been running fine for the entire year and we didn't change anything before this Sunday either. Yesterday's tickets (Monday) are showing up as Sunday on the Dashboard report now. The tickets themselves all showed November 4th and when you click Edit they all show that the 4th is a Monday on the 2013 calendar. The server has the correct time and also did adjust for Daylight Savings ending. We were on 8123 and last
roles
hello i created a role for a technician to see all his requests in his group only, and i added a role for the same technician to see all assets, but when he logs in he only sees assets associated to his site only
Cannot Select a Technician
Have a weird issue where I created a new incident and when I get to the technician field the dropdown does not work. Has anyone else seen this behavior?
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