Problem on Task Link in notification email
Dear Support Team, My customer using SDP 8.1.21 and facing the problem about the link in email. Technicians who have assigned the tasks and get the notification email but when they click the task link in e-mail, they see the log-in page which not complete pages as in the attach image (while the incident link in notification email is okay). please help to solve this problems. Best Regards,
View Requests by specific Requester doesn't work
When I go into Admin>Requesters and click on a Requester; then click "View Requests", it never shows any requests by that requester. No matter which Requester I select and click View Requests, it says "No request found in this view". Am I doing something wrong? Please see screenshots below.
Pass-Through enabled but still getting logon page
I have pass-through authentication enabled however users still get the logon page. The system successfully created a computer account in the domain and I get no errors when enabling this. I have also added the URL into the Intranet zone in our IE settings. Any ideas??
ServiceDesk Web
Can there be a single sign o to the web client. Does the user always have to enter credentials
Replies to tickets not received in system
All replies that are sent by the user to service desk (replying to e-mail conversation) are not showing up in the conversations. Also the technicians are not receiving e-mails that someone has replied. We have started and stopped fetch. there were no error logs stating any issues with fetch. The e-mails go out they are just not seen when they come in. I have checked exchange and there are e-mails sitting in the service desk mailbox. (i assume fetch delete these when picked up) Not sure where to start.
ID Field changes in Changes Module
Hi Seeking for the historical registers, We found that the ID field had changed, from a value of 1964 to 2247 immediately. We want to know what's the reason of this change and how we can correct it, for to avoid confusions whit the registers. Also, we have examined the data base and it presents the same trouble. Attached at this message, I send you a screenshot with the issue in question. Thanks for your attention. Best Regards. Diego Castro. Bogotá D.C.
Changes modules FAQ
Hi At this time, in the changes module, the approval status is not being changed when the recommendation is approved by owner. I wonder what's the procedure to follow for update this status when approval is carried out. Thanks for your attention. Best Regards. Diego Castro Bogotá, Colombia.
Cert Error when pasting from clipboard
Hi, Running into a strange issue with build 8205...when we try to paste data from the clipboard into the "Description" field of an incident, we receive an error "Failed to validate certificate. The application will not be executed." "Name:" is shown as "PrintScreen." The extended Java info is here: sun.security.validator.ValidatorException: PKIX path validation failed: java.security.cert.CertPathValidatorException: java.security.InvalidKeyException: Wrong key usage at sun.security.validator.PKIXValidator.doValidate(Unknown
Adding "description begins with" Spam Filter
Hi, I noticed an issue when trying to add a "description begins with" spam filter. Once I add the filter "description begins with ...", it shows up properly. See below: But once I click save, it changes "Description begins with" to "Description ends with"... I've found that after doing this, I can add a "Description begins with" filter again, and then it keeps after saving. But then I have a "Description ends with" and a "Description begins with". I am using SDP Version 8.2 Build 8211
Active Directory not view able.
We have used the same account to pull users from AD into ServiceDesk for a while now with no issue. However we recently realized that new users are not being imported, so looking at the AD import section, everything looks fine, I go to import and SDP doesn't show me an containers from my AD to select. Hitting refresh has no affect. I even tried using my own Domain Admin credentials to import and still the same thing happens, nothing is showing up in the list to pull from.
Grant users access
How do you give users the ability to create a ticket or make a request for help
Error when server starts
Hi When I try run Service Desk Plus Server, I obtain this error: No se pudo encontrar C:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This evaluation copy is valid for 28 days Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused: connect); - nested throwable: (org.jboss .resource.JBossResourceException: Could not create connection; - nested throwabl e: (java.sql.SQLException: Network
SD update from 8110 to 8212
Dear sir or madam, we are trying to update version 8110 up to 8212 in the following way. 1. Update Version 8110 with updatemanager.sh to version 8121 by package ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0.ppm 2. Run full backup of updated version 8121 with backupdata.sh. 3. Install ManageEngine_ServiceDesk_Plus_8121.bin apart. 4. Restore backup data from point 2 on newly installed version 8121. I must say we succeeded so far. Then we are trying to do the same way to update version 8121 to 8200.
Broken Attached Image in description after editing ticket
I'm having an issue (that only occurs sometimes) but is a pretty big nuisance. A requester puts in a ticket with an attached image; I then go in and edit the ticket in order to set the request details (without touching the Description). After saving the edits I made to the request details, the image in the description doesn't save properly. And when I check on the History of the ticket, I can see that it says the Description was changed from ".... [image]" to ".... [broken image]". Please see
Wont start after a restore
Hello I have just reinstalled on a 2012 server and everything went fine until i restored the last trimmed backup. (cause the full backup wont work at all) It then wouldnt start again. When i use run.bat i get error : AdventNetServiceDesk [FAILED] I have removed the "C:\ManageEngine\ServiceDesk\applications\extracted" and still i get the same error. I have tried several older backups and taken new ones but it all ends in the same error. Both the old and new program are the same version/build. (8.2.0
Undelete ticket deleted by technican
Hi! One of our technicans has deleted a request. How can I restore it? Between creation and delete was no backup made as this happens the same business day. In the system log I can see it was deleted but no option to restore it. What can we do? Dennis
Robo Technician Issue
Hello, We are currently on a trial using Robo Technician, it seems pretty straight forward to set up but we have experienced an issue where we are unable to use the password reset types: Typed Password Same as Username Blank When we use these it throws an error: FAILURE :Password reset failed. Unknown/Unexpected Error occurred OnFailure Tasks were executed successfully. With the random password one, if its selected it does appear to reset the password but on attempting to enter the password again
Display issue with SDP iOS app
We have an issue where text that is entered for description/Worklog/Notes is sometime displayed incorrectly. By incorrectly I mean it displays the HTML formatting. See attached image. We even have one ticket with two Notes where one note is displayed correctly and another incorrectly. This occurs on IOS 6 & 7. This displays correctly on all other platforms.
Unclean shutdown of previous run
Hello, I have one server with the following : lsb_release -a LSB Version: :base-4.0-amd64:base-4.0-noarch:core-4.0-amd64:core-4.0-noarch:graphics-4.0-amd64:graphics-4.0-noarch:printing-4.0-amd64:printing-4.0-noarch Distributor ID: CentOS Description: CentOS release 6.4 (Final) Release: 6.4 Codename: Final and java -version java version "1.7.0_40" Java(TM) SE Runtime Environment (build 1.7.0_40-b43) Java HotSpot(TM) 64-Bit Server VM (build 24.0-b56, mixed mode) I installed the
Cannot delete a site
Hi, I'm trying to delete a site, but the following message appears: "Site cannot be deleted as it is being used by a module" I verified that there are not requests, tasks, assets or anything else associated to this site. Can I delete it using these queries? delete from sdorganization where org_id=12345 delete from sitedefinition where siteid=12345 Are there rows in other tables with informations about sites that I have to delete too? Many thanks and best regards, Sutot
Fault with SDP iOS App
Hi everyone, we are testing the ServiceDesk plus App on both iPhones/iPads and Android devices. We experience no issues on the Android devices but do get a problem on iOS devices. When you open a ticket and open the Assign Technician page, you receive Error No detail available for Technician groups in Site:"name of the site for the requester". Any help would be appreciated. Steve Gray
ServiceDesk Plus not starting
Hello, Ia have one CentOS 6.4 64 bit with JRE version 7u40. I installed this bin file :http://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_64bit.bin Everything OK at first startup usin run.sh but after a restart the run.sh returns the following message: " Unclean shutdown of previous run. Failed to start the server " How can i start ServiceDesk Plus again?
Can't create request for a specified user
My first line of support can't create request for a specified user. When request is created and saved, error dialog screen is reporting: "You cannot create a request for this user. The user belongs to a site for which you do not have access". Can't see where can I change site restrictions for my tech. What I did wrong?
FAILED START SERVICEDESK
I have installed ManageEngine ServiceDesk, but service is not starting... in event viewer I have new error record like this: event ID 7034 (The ManageEngine ServiceDesk Plus service terminated unexpectedly. It has done this 1 time(s).) 1. OS is: Windows Server 2008 R2 2. Base server is: Microsoft SQL Server 2008 any ideas? why service couldn't starting?
CMDB settings.
Hi I wonder if it's possible that CMDB can be visualized by all the technical in each one of them roles.At this time, CMDB can be visualized by the admin only. Thank you. B.R.
Limited text size in Solutions Module
Hi Folks, The solutions module in SDP 8.2 is extensively used by us and recently we observed a small limitation where if the text size is around 8500 then SDP cuts somewhere between 6000-7000 string length. Is there any work around for this? Thanks
This remote server data is not supported to import in the current central server
Dear All, We are using Manage Engine Service Desk Plus 8.1.0 Build 8121 and Asset Explorer 5.6.0 Build 5614 as Remote AE Server on Site. After we scan on our site and try to "export and push data to central Server" We have an error notification like this Problem in exporting and pushing data to central server. Authentication failed while trying to login in to central server with the credentials provided. Then we try to export data to get a zip file. When we try to import the zip file at our Service
I cannot edit the leased asset notification message.
I would like to be able to edit the leased asset notification message sent to requester. The message as-is is not formatted very nicely, and there are multiple spacing issues. If there is not an option to edit this from the admin panel, where might i be able to edit it in the database? I have attached a screen shot below
windows firewall local desktop settings
hi, i have servicedesk installed but can only run it under local administrator. with a windows account i can't. i get messages that items can not be found. i guess it is windows firewall which is set by network policies. can you give me a list of items/programs that have to be added to the allowed items of the windows firewall on the desktop ? thank you ! kind regards, bernadet.
Linux server migration
Has anyone had any experience migrating their existing SDP data over to a new install using Linux servers? I've been able to install the software on the new server and can bring up the initial logon page and log in as administrator/administrator so I know the server is working in that regard. However, once I restore a good backup from my existing server I am no longer able to start the new server using run.sh it fails at the point of AdventNet ServiceDesk [FAILED] I then ran the setcommonenv.sh
Trouble - Import Requesters from Active Directory
I want to make an import users from active directory, but I do not see the complexity of the AD Credentials, by which I want to make importing data are correct (I checked)
Postgres.exe using 100% CPU
Hi All, We've recently discovered that Postgres.exe has begun using 100% CPU. If we restart the ServiceDesk service, CPU usage drops down to a normal 20% average, then suddenly jumps to 100% at random and stays there. We don't have any custom scheduled tasks configured that may trigger this event. I've had a look at the serverout logs but I cant find anything that may be useful to us. What I am seeing a lot of in the serverout logs is this: [08:51:42:103]|[09-13-2013]|[com.adventnet.servicedesk.asset.util.AssetUtil]|[INFO]|[21]|:
Workstation Scan: software uninstalled and reinstalled every scan
Hi, I have problem with some workstation (agent 1.0.12), looks like it's only related with IBM webSphere Application Server and MyEclipse Blue. Scan 1: uninstall of both application Scan 2: installation of both application Scan 3: unsinstallation of both application Scan 4: installation of both application and so on (see image below). Can someone help me with this issue.
Assets and Licenses
Hi - I'm wondering if anyone else might have dealt with this issue and successfully resolved it. I'm working in ServiceDesk Plus, ver 8.0.0, and I came across a purchase order (PO) that had been delivered. It was marked "Approved" and when I went in to change the status to "Items Received" so I could close it, the system gave me an error message that reads: "Failed to receive 1 Item(s) as the Max Number of IT Assets exceeds the license" When I looked at the Assets Tab and clicked on the link
chrome and incident/service catalog template
hi, anyone having issue with chrome while trying to click on any service catalog template? since last update 8.2 8202, when user want to issue service request and he try to click on any of the templates available, the templates links disappeared, by going to service catalog and try to click on any template there, nothing clickable! anyone having same issue? best regards,
System Log entries
I recall there is a feature to limit the number of days log entries are kept in the errorlog table. Can you refresh where that is? Also, I know there are entries outside the limit - I have stuff showing back to 12/2012 in there.
Deleted Technician - Cannot Delete his Private Reports
I had a user that used to run an "unassigned workstation" report that he created and marked private. Now when the report runs a ticket is opened stating: Deliverable: Unassigned workstations - The e-mail account does not exist at the organization this message was sent to. Check the e-mail address, or contact the recipient directly to find out the correct address. Is there a way to access this private report and delete it? Thank you in advance. Sandra
SLA Violations not working as expected
We have a number of unassigned requests in our queue at present, some of which are out of their response/SLA times. Whilst the system seems to reflect the fact they have gone over their response time (i.e. notifications are sent to technicians and the symbol is displayed on the main requests screen), the SLA violated requests do not reflect that. Does anyone have any thoughts? Many Thanks Darren
Cannot change previous Purchase (PO) once at 8207
Hi, I'm currently at 8207 (in DEV) and all the PO created in 8127, I'm not able to use the save button. Please help
Does anyone know how to get performace stats of calls into a different website using HTML?
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