Microsoft Windows Server 2003 vs 2003 R2
I have noticed that when I scan servers in as assets, the system is not distinguishing between Server 2003 and Server 2003R2. Is there a way to correct this?
ServiceDesk Plus never start
Hello, I install the ServiceDesk Plus but it never start, I run the run.bat command and it said that everything was good and that the address was localhost:8080 but it did not work, I change the port and restart everything but it also did not work. Any recommendation on what to look for? I,m using it default database.
restore failure to v 8026 "Duplicate entry"
I am trying to rebuild my Managenegine Server after upgrades caused it to go intoa fit of restarting. I have backups of the database and have frashly installed v. 8026 (teh version it was last working on) I get this errir when trying to restore the data: How do I get oast this and force it to complete the restore? __________________________________________________________________________________________ Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
Restricted technicians can see all tickets
I may have found a security bug. 1. I have all tickets in the 'Not associated to any site' (I don't use sites). 2. ServiceDesk is deployed for our entire IT department (Help Desk, Dev support, Web Services, etc). Techs are placed in each of these groups. 3. If I create a requester, and promote him to a technician, he can see all tickets in all groups even though his only role is SDGuest and he is not associated to any groups. If the only role is SDGuest, should that not restrict the access to
Update to 8213 Release failed
The installation of the update failed and I was required to roll back to get things working again. I'd like to try the update again, but now I get a message that the selected servicepack is already installed. The Help About menu shows 8212 is what is installed and 8213 is available, but I can't run it. Is there any way to "trick" the software into thinking the update was never applied?
ManageEngine ServiceDesk Plus Alert - Inventory Audit Changes.
Hi there, We have set our schedule scan to run Monday to Friday at 2.45pm however we are no longer receiving the emails about the system changes. Does the schedule scan use the "Network scan details" in the admin section? Please see attached image of our notification rules. The last email we have got was on the 18.10.2013 and I know we have made software changes on the system to peoples computers since then. We are on Manage Engine Service Desk Plus 8.2.0 Build 8212 Please help
Service desk plus service not starting
I am trying to install Service desk plus on my windows 7 PC and have pointed it to use mysql database. It gets to to Application Layer Started and it just hangs. The service does not start. Please could you advise why the service is not starting. Thanks Stan
Pickup blanks out Group
We have Group assigned by a Business Rule, but when users from that group pickup a call, the group is blanked out. Queues are then not showing all their calls.
Going to request tab in 8.2.0 Build 8210 using firefox results in server error page
Hi, We have recently updated to 8.2.0 Build 8210 but now when I open the request tab (/WOListView.do) in Firefox (23.0.1 Windows 32 bit on Windows 7) it gives me the infamous " HTTP Status 500" this is not happening when it is opened from Chrome or IE Is anyone else having this happen? Neil
Java PrintScreen issue still there
I have updated our SDP to 8.1.0 build 8123. We are still getting popups when trying to paste into tickets. I've attached the 2 popups our users are seeing and of course complaining about. Is there anything we can do to prevent these popups?
Fetching emails
Has anybody has been successful on setting up the email fetching? Without enabling plain text login.
how to delete priority without affect the request closed
there is a way to delete a priority without delete the information in the closed incidents ??? I need to delete one priority but i need to keep that priority on the old incidents
time off by an hour???
Hi there, As the subject says. Is there an issue between SDP and time zones with DST? I set up a reminder on ... Date: 16 Oct, 2013 at 16:15:00 Email me before: 15 mins but I only get the email on exactly 5pm! Is there a way to check what is the time settings on SDP?
Auto assign tech - assigning in vacation technician
Auto assign technician assigning a tech that already in vacation. What I did wrong?
Daylight Savings
Good Afternoon, We have noticed that our service desk does not have the correct time since we have moved into Daylight Savings time. Please advise a fix for this. Kind Regards Richard
Ticket Reply duplicating cc'd emails
We have noticed that since the last updated to 8211 that any ticket that has cc'd emails on it, as soon as you do a reply, the cc line on the reply has all email addresses duplicated. Is anyone else having the same issue?
Cannot delete technician
I have deleted a technician from the technician list but he is still being assigned tickets via the round robin feature. The only place he shows is in the scheduler and under technician when trying to create a request. He is not listed as a technician or requester. it seems as if his technicain account is hidden. I saw a relationship associated with the department he used to be in but when I clicked on his name I received an error.
helpdesk tab of dashboard not showing for site restricted technician
we are trying to set up a site specific help desk where that sites technicians respond to that site's users. we have configured the user roles, assigned the site to the technician. when the technician logs in they see only their site tickets, so this works fine however, on the dashboard view, they only see the Change tab (part of the 'Problem and Change' tab), as they do not have problem access, and they do not see the 'Assets' tab as they do not have access to Asset - this is good behavior so far.
Cannot see new Service Categories in Request Catalog
I've added some new Service Categories which I'd like users to be able to choose from in the Self Service Portal but they are not visible here. They can be seen by the Technician alright. How can I make these visible to the Requesters?
Update to 8.1 is stuck on Application Layer Started.
HI. I try to update from 8.0 to 8.1 but it's stuck on Application Layer Started when try to start server.
How To Change a Service Catalog Request Type After Incorrect Submission
If a user selects the wrong Service Catalog to submit a request and therefore doesn't complete the resource info or the ticket information is not valid how can I change the service catalog template type used to put things right? We are of course using SDP 8.0. Cheers John
RPC error on scan. Windows 7
We've recently completed upgrading all of our workstations to Windows 7. Ever since then we cannot scan the vast majority of the workstations (a few will). The error we are getting is: FAILURE :Connection to RPC server in the workstation failed. Now, we've spent about 14 hours, collectively, trying to fix or isolate the issue and we still can't. We've gone through every ManageEngine document and made all the changes that are suggested. We've done packet captures to isolate what the failing protocol
Approved Purchase Order is marked as Pending
We have two purchase orders that have been approved but the status is still marked as "Pending Approval". When I editing the PO or resubmitting for approval has not resolved the issue. What would cause this issue?
setting status of a task that is completed does not remove from task list
Running SDP Enterprise 8210 I have created a status to be used in our PM module called "Task Closed" I have set the type to "completed" When a tech is assigned a task in our PM module and has completed it, he is to set task status to "task closed". The problem we are having is when setting it the task status to task closed, it does not remove it from his task list. Only if he selects the status "closed" does it get removed from his task list. Is there a way use the "task closed" status similar
Upgrading error
Dear SDP Support, My customer would like to upgrade their SDP from 7.6 to 8. They start upgrade from 7.6 b7608 to 7.6b7611 but the upgrade script show error as below: 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
Problem with view requests by specific requesters
I recently had an issue viewing requests by specific users that wound up being an end-user issue that was resolved by Manaj. However now that I'm actually able to view requests by specific requesters, I'm noticing an issue. I know that requesters have an individual "requester id #" which is mainly just for the backend. However, when going through admin>requesters>[specific requester]>view requests it simply does a search in the requester filter for that name as opposed to showing requests from
Disable a Support Group / Rename
Hello, So I gave up on deleting or disable support groups as we can not loose the data from old tickets in the system. So I've decided to just re-name them to X Group, that way people will stop using them and put them at the bottom of the list. From the looks when you update it in default setting, it doesn't carry to all of our 445 sites. Do I need to do this manually or Does anyone know of a easier way to do this? Thanks
Backup error
Hi! In attempt to update ServiceDesk there is a mistake that the backup can't be created. In a manual mode the backup also isn't created. How to solve this problem and to update servicedesk? ServiceDesk v.8.1.0 build 8127
How to set the reply mail address to the assigned technician's email address instead of the reply-to address which is set in the Mail Server Settings?
Dear Support, I've faced the inconvenient situation in our customer's site. The situation is when technician replying to the requester by click the reply button and type the message to communicate to the requester, the SDP send this message to the requester properly but using the email address which is set in the reply-to address in the Mail Server Settings instead of using the technician's email, that's cause the requester confuse if he would like to reply this message it will send to the reply-to-address
Support Group Description
Maybe its just my aging eyes, but I can't seem to find where you update the Description field for Support Groups. For example, the Support Groups list includes Network and next to the description "All requests related to hardware problems are ..." When I go to edit that entry, or even add a new one, there is no field for description on the edit screen. Anyone notice the same thing or can tell me where I'm supposed to be looking? Thanks!
Custom CI Type corrupt and cannot delete it
Hey guys, I have a custom CI type that has become corrupt... i switched between 'Save as an asset' and now when i try to view the items, it does not do anything anymore. When you click on it it the CMDB, the following just stays on the screen indefinitely (i had put in a few items before). No items appear anymore and he 'keeps loading'... The next logical step would be to delete the CI type then, unfortunately i cant... because there are items in it: I'm using build 8212 (the lastest), on
Access to Change module
Is it possible to nominate certain requestors to have access to the Change module? We have some situations where it is necessary to seek approval/input from the business regarding certain changes - and I'm not sure if/how this is achievable in the current system .. We are running version 8206. Thank you.
Password, logging in credentials
Just downloaded manageengine service desk for eval, trying to login using credentials on screen, ie administrator and password administrator and it says incorrect .. great start any ideas anyone ?
ServiceDesk connection problem
Hi, everyone! My ServiceDesk Plus sudeenly stopped working. I was checking a request from one of my clients and suddenly it crashed. The connection was reestablished but now, when I want to read a request I got this error: Any idea of how to solve this issue?
Single Sign On Login Issue
We have enabled SSO and its working fine on in LAN if we mention ithelpdesk but when we try the same using ithelpdesk.xyz.com it does not work . While it's in the same domain xyz.com Server alias is configured as ithelpdesk .xyz.com in service desk can you please help
Recovery Problem after Crash of SDP Server
Hi everyone, Our SDP Server crashed a few days ago and we're trying to install a new server. We have got backup files which has extensions as ".data" . Our server was running on Windows 2008 R2 x64 Enterprise Server and the db was MySql. Build was 8.2 with 8211 build number. Now, we have installed a fresh copy of Windows 2008 R2 x64 Enterprise. We have downloaded the latest version of SDP (8212 build) and installed it with the MS SQL 2008 Std Server config. (We have realized that there was
User that is active directory is not in manageengine service desk
Hi User that is active directory is not in manageengine service desk. The user was created a long time ago in service desk, but he was first added as a contact. He was then added as a user, but that was also quite a while ago. Regards, Marek
Error while upgrading "Some default product types [Printer] is not available"
Hello, while upgrading from 8027 to 8100 got the following error: "Migration has not started as Data is Improper. Some default product types [Printer] is not available. So please contact the serviceDesk Support team" run the following query: select * from componentdefinition Componenttypeid;Componenttypename;;Description;Resourcetypeid;Resourcecategoryid 1;Computador;;Computador de Secretária ou Tower;1;2 2;Portatil;;Computadores portateis;1;2 3;Impressoras;;Impressoras;1;2 4;Digitalizador;;Scanner;1;2
Trouble Migrating from 8125 to 8200
During my upgrade from 8125 to 8200 the process eventually ends with the following message: "Sorry, uninstallation is currently not supported." What log files can I provide to try and troubleshoot this issue? Thanks.
Failure when trying to update from 8203 to 8212
Hi, When I am trying to update from build 8203 to 8212 I am receiving a failure message and having to rollback. I have attached the logs so can someone please take a look for me and let me know what's going on. Regards, Damien
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