Service Desk server will not start
Getting the same error other folks seem to be having on startup. Attached ouput of run.bat Please advise
Assets - Servers aren't being scanned for changes
Hello, Current Build: 8100 We have a number of servers that are not being scanned. Also, some of the servers are virturals. Our workstations seem to scan with out any issues for the most part. We are an Active Directory environment Does anyone have any idea of things that I can check on the servers to get them to scan ?
Reply to closed request action not working
Hello. In Self Service Portal Settings, under "When the requester replies through E-mail to the closed requests. Perform the following:" None of the options work. I have enabled "Append the reply as conversation to the request and notify technician." and tested on multiple requests, and if the requester replies to the Closed Ticket notification, the reply doesn't get appended to the conversation and the technician doesn't get notified. All other email functions in SDP work fine. SDP 8210 Thanks
Acknowledge E-mail Cc users doesn't work
I have enabled "Acknowledge E-mail Cc users by e-mail when a new request is created" rule, but Cc users don't get such Acknowledge when new request was registered. But if I try to send Reply to a Request - all of recipients are getting messages successfully.
Problem deleting request
Hello to all, We have a problem with a request that we can't delete. This request has 166.500 replies in conversation history. Are there any way to delete it? We have tried to delete from SDP app but doesn't works. Thanks in advance.
can't update SDP
can't update SDP from 8206 to 8210 error log: 22.08.2013 17:55:34 [com.adventnet.tools.update.installer.UpdateManager] [INFO] : 22.08.2013 17:55:35 [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode 22.08.2013 17:56:13 [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : The ppm file path:C:\Users\vidoq\Downloads\ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_10_0.ppm 22.08.2013 17:56:13 [com.adventnet.tools.update.installer.ApplyPatch] [INFO]
Techinician notification doesn't work on new request
Hi, When new request is created it should notify technician which are added to notification rules. It doesn't work. We have this on "Alert the following technician(s) by e-mail when a new request is created." All other emails work. If technician is assigned to the request then it works but if request is "open" and not assigned to anyone then it is not working. How do we get this work? I think this should work because there is option in notification rules, right? T.Matti
Email Fetching stops after upgrading to build 8210
Since the last upgrade to build 8210, email fetching keeps stopping. Restarting fetching only to stop again in a few minutes
Reports Problems
I've already submitted a request in the Support Web Service Portal but haven't been responded yet... No sure what happens, I sent email to ServiceDeskPlusSupport (servicedeskplus-support@manageengine.com) yesterday but didn't get any response. I was able to receive an acknowledge email with request ID before April. Does anybody meet the same problem? I am having issues when running a custom report. I was editing and saving a custom report and now it will not run nor can I delete it. This report
Allowing Technicians to create incidents
Is there any way to allow technicians to create incidents as we'll as work on them? Right now, as technician, it doesn't allow me to create a new incident since I'm not in the Requester's area. Is there a way around this?
Replying to ticket generates new ticket
I've seen the previous posts before but my problem persists. When a user replies to a ticket the subject line looks like this: [Ticket: # ##2103##] Re: [Request ID :2101] : test My notification email subject line looks like this: [Ticket: # ##$RequestId##] $Title The more replies we do, the more "Re: [Request ID :2101]" get added to the subject. How do you fix this?
SLA Violation Email after ticket closed
We just recently upgraded to the latest version of ServiceDesk plus. We were about 7 patches behind. At any rate, when we close tickets now the SLA violation email is still coming to the escalation teams. I did notice that there is now a "Resolved" option as well as "Closed". Should we be setting our tickets to closed now or is this a bug?
Incident template fields - requester view problems
I'm trying to create templates for specific requests, with specific values already chosen when the template is picked. I don't want these values in the fields to be editable, but the requester still needs to view them. In the settings for these fields, I've de-selected 'Requester can set' and selected 'Requester can view' However, this isn't working - whenever the template is loaded the requested is completely unable to see the field unless 'Requester can set' is selected, which makes no sense whatsoever.
Agent Install
Any knows how to install SDP agent in Ncomputing clients?
new request
copy-paste of data causes crash of the system
Unable to start service ManageEngine ServiceDesk Plus
Hello, When I trying to start the service, the system display an error. If I run the command run.bat: Could Not Find D:\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Failed to start the server. Please refer logs for more details Normal Shutdown. Server shutdown complete If I run the command sd_service.bat: FATAL | wrapper | Unable to resolve the full path of the configuration file, : The operation completed successfully. (0x0) FATAL | wrapper | Current working
Menu issue
When we try to open notification menu we see "Notifications + All problems" menu.
Worklog Description does not wrap
When viewing the worklog description in a request, it does not wrap in the field. It just keeps going across the page. The only way to shorten it is to manually hit enter after each line.
Unable to set ticket status to Resolved
Hi, On changing a ticket's status from Open to Resolved and then selecting Update Request, we receive: FAILURE :Exception occurred while performing the operation. This is regardless of the technician used. The service has been restarted. The server has been rebooted. The latest hotfix has been applied. ManageEngine ServiceDesk Plus 8.2.0 Build 8210 (issue occurred also under 8.2.0 Build 8207). Windows Server 2008 R2 Enterprise SP-1 x64. This has been tested in IE 10, Firefox 23 & Chrome
Merging Template with service request
Hi We have created a template in the service catalgue (with tasks) and wish to merge this template with standard service requests. However when we try we recieve an error that this is not possible. Can you advise? Build 8.2.0 - 8208
Upgrade SD+ enterprise to professional
I want upgrade SD+ enterprise to professional, but i want keep all files and data. What i have to do?
Assigning Technician from dropdown
I discovered an issue in SDP in which assigning a ticket to a technician from another group will not assign the group. All the IT tickets come into the Service Desk group and queue. We work out of this queue. If I wanted to quick reassign a ticket to a technician, I would click on the check box next to the ticket and then use the drop down at the top to select a technician, then click Assign. However the issue is that if I want to assign the ticket to a technician in a group other than Service
Mail fetch not working anymore
Hi, Our ServiceDeskPlus application has always fetched mails without any problems, but suddenly since a few days it stopped working. We investigated what might be causing the issue, but were unable to find out so far. The strange thing is, that at times the fetching does seem to pick up the mails for a few moments, but then suddenly stops working again. When we check the logs, it gives the following information: Server started at : Wed Aug 14 10:42:50 CEST 2013. Current time is : Wed Aug 14 10:42:54
Requester account issue
When I first installed ServiceDesk I enabled active directory authentication. From here I was able to import users from AD and create access accounts for them. This all works fine and it gives the users access to their portal via their current credentials (that have stayed synced with AD). However there is one small issue (or rather annoyance) that has happened in a few cases. The user goes to sign in at the login screen but enters their e-mail address rather than their login name. For example:
Can't get rid of the title field
I can't get rid of the title field in form designer. I click on the x, it is removed, but when the form is saved it reappears, sometimes in a different location. How do I get rid of it?
Query Report "Projects"
I wanna do a custom report with all "Projects" , like the "Projects" tab. Plz someone can help me?
WMI - Scanning Windows 8
We have some problems scanning Dell Inspiron 14z laptops that are installed with Windows 8 Home in Manage Engine SDP. The workflow is as follows: · Format laptop and reinstall Windows 8 Home (To get rid of bloatware from the supplier). · Installing device drivers, configuring local accounts etc., just like a normal Windows installation · Install some local software, like PDF Creator etc. After finishing the laptop I scan it from SDP on hostname or IP base. Normally I get all
Technicians Cannot See Requesters
Hi, I did search the forum and couldn't find an existing post that described my problem. We have SD 8.1 and have been using it for approx. 1 year now. Originally it was set up by a colleague, but the task has fallen to me of late to administer the system. That means I'm not an expert in it, but from what I've seen it's simple enough so I'll muddle through as best I can. When it was originally configured, a group of technician accounts were created (manually). They were added to a custom role (Helpdesk).
System Generated Request I.D.'s
Hi, Is there anyway to stop the system generating request i.d.'s withing existing requests, from an auditing perspective it is not helpful when there are apparently missing tickets when selecting all tickets. I know how to locate these tickets and that the system is generating them, but this does not assist the customer form an auditing perspective.
Two unrelated problems
Hi, One of my IT users is reporting two separate problems with ServiceDesk Plus (8208). Firstly when she replies to calls the reply is pre-filled with HTML (fonts, images, text from the thread). I have tested this myself, when I log in and reply to the same request HTML appears but then immediately disappears. Secondly, this particular user is logging time against each call but this is not showing in the daily or weekly reports that we run. I can only assume this is because some calls are not resolved
Email command templates not Working.
I'm trying to Create new tickets using the email command function. It actually creates the ticket and populates the Template field properly. The problem is that it doesn't create any of the tasks associated with the template. Here is what the actual email looks like: msg.To = desk@test.com msg.From = techguy@test msg.Subject = @SDP@New user request: msg.Body = @@REQUESTTEMPLATE=New Employee@@ @@ACCOUNT=helpdesk@@
SDP stop mail fetching when ServiceDesk email receives Kaspersky Report
Hi, We get daily Kaspersky Anti-Virus Reports sent to our ServiceDesk email at 9am. SDP fetches email from this ServiceDesk email address. The Kaspersky Reports do not have a "sent from" email address. Ever since upgrading SDP to build 8210, the Mail Fetching constantly stops when we receive an email from Kaspersky. This is presumably because there is no "sent from" email address however this has never been a problem in the last builds. The temporary solution is to delete the Kaspersky email
Locked myself out
Afternoon, I am using the Service desk application and it gets the users from AD, i was using the builtin administrator account and after it imported the domain admin account i can no longer logon as the administrator and have lost all the admin features, is there an easy way to either remove the domain admin account from the database or promote it to a tech? or do i need to uninstall and reinstall?
Cannot run program MSRA
Recently I have been encountering the following error when I try to use remote assistance on a users PC. Cannot run program "msra.exe": CreateProcess error=740, The requested operation requires elevation I was previously able to do this and I can still do this outside of ServiceDesk by typing in msra.exe /offerra <devicename> in to the command line but I am unable to do it within ServiceDesk. I am currently running 8125 and am an administrator within ServiceDesk and also a local admin on my workstation.
Deleting assets associated to a PO
I created a PO for IBM Webserver software. IBM licences this software with a 'unit' cost that is based on the processor model, number of cores, number of processors. So I am licensing 6 servers, 140 units each, for a total of 840 units. I entered 840 quantity in the PO, at the per unit cost. Then when I received the items, it created 840 individual licenses in my software inventory. Now I cannot delete either the PO or the assets, as they are associated with each other. How can I unravel this mess
After fresh installation I can't login as "administrator/administrator".
Hey, I installed ME ServiceDesk Plus 8.2 on my external MySQL database, but after I'm trying to log in on the localhost:8080, the "administrator/administrator" or even "guest/guest" doesn't work. Can you help me, please? Thank you. Kind regards.
Software Manufacturers
Hello Some questions about manufacturer list, how can I delete the manufacturers that don't have software associated? I am using the latest version of SDP, and I am having a problem with "Manufacturers" (mandatory field). These are recognized when a workstation is scanned and automatically added to the database. But it turns out that software manufacturers not always use a standard name, so you will end up with, If I change/edit the name of the manufacturer from the scanned software information
Unable to close ticket - custom status in tasks
I am unable to close tickets which have tasks that are set to a custom status. The custom status itself is configured to be "completed", and will result in successful ticket closure if used for the parent request itself. Here is my situation: Request-A is open with Task-B as a child. Attempting to set the status of Request-A to "closed" while Task-B is set to "CustomClosedStatus" throws the error: FAILURE :Request cannot be completed. Please fill the following fields -Associated tasks should be
ikernel.exe is missing on uninstall
I am unable to uninstall service desk plus. It throws an error: iKernel.exe is missing. I have rebooted the server, there are no services associated with it running. I have tried going through the CP to no avail.
seeing odd emails to technicians and unrelated history information in jobs
version : 8.2.0 Build 8208 Just lately we have started getting re-opened and appended with requester notifications for jobs that were not closed , When another technician replies to the job. Also it changes the status of the job back to OPEN when it was on an "timer stopped" status This is repeatable ..
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