Scaned Serial Number moved to service tag
Hi Team, Does any one have the same problem, we scan the desktops with SDP agent installed but the serial number picked up by agent is showing in service tag in assets.and keeps serial number field blank. We requires the serial number captured to be placed in serial number field only.
Cannot upgrade to any version past 8201
Hello, Recently, I upgraded SDP to version 8201. Now I am unable to upgrade to any later version. I have tried Versons 8203,8205 and 8206. Every time the upgrade fails the only error message that appears on the Java client is "Sorry, Uninstallation is currently not supported" Any ideas how I can resolve this?
Unable to import active directory users with Firefox
Hi There, Recently upgraded our SDP software to 8.2.0 Build 8204, but have since discovered that I'm unable to perform an Active Directory user import when using Firefox (v21.0) as my browser. Capture.PNG is what I'm seeing in Firefox, Capture_IE.PNG is what I can see in Internet Explorer (domain and OU names removed). I did need to flush my cache for some things to display correctly post-upgrade, however refreshing with CTRL+F5 on this page has no effect. I can workaround the issue at the moment
ae_scan.vbs fails with SSL
I had installed Demo SDP and scanned another computer with ae_scan.vbs. It worked fine and computer appeared in Assets. Later I configured SDP over SSL. It works fine but when I execute ae_scan.vbs, it gives error: ---------------------------------------------------------------------------------------------- Exception occured while running the Script. (ManageEngine AssetExplorer) Error Code : 0x800C0008 Error Desc : System error: -2146697208. For resolution please report the above Error Message
ae_scan.vbs fails if SDP runs on SSL
I had configured Demo SDP and executed ae_scan.vbs on another computer. It worked fine and the scanned computer showed in Assets. Later I configured SDP on SSL configured with cerficate issued from W2K3 CA. It works fine but when I exucute ae_scan.vbs, it gives error: --------------------------------------------------------------------------------------------------------------------------------- Exception occured while running the Script. (ManageEngine AssetExplorer) Error Code : 0x800C0008
Problems after 8.2 update
We have finally updated to the 8.2 version because we had a need to use Project Management. The result is now a non-functioning Service Desk app. Thus far, we have uncovered the following problems since running the update to 8.2... The Home tab displays a mostly blank page. Only the Quick Create displays, the rest is blank. For some users, the dashboard tab indicates that a plugin is required. Did not have that before. Recieve an HTTP 500 error when I attempt to open a incident or request that
REST API and User defined attribute
I am using the REST API to create requests. Data is sent via the INPUT_DATA xml attribute. Everything works fine. I would like to add a user defined attribute to the xml structure but the problem is the syntax of this attribute : "N° de Client" <Operation> <Details> <subject>Specify Subject</subject> <N° de Client>N9812</N° de Client> </Details> </Operation> The above xml structure is incorrect (spaces and special char), is there any solution without modifying the user defined attribute's
mobile client and logon problem
I've install the ManageEngineServiceDesk Plus app from Play store on my android phone. I've inserted my ip for my server and I'm trying to logon. But I get "Login Failed" - User authentication failed. I know my password is correct. I think it's related to the same fact when I'm trying to logon to the web, I have to spesify that I'm not using domain, but local authentication. I can't figure out what to type in front of my user name to force it to use local authentication. Could anyone please tell
Notication Rules not working in SDP
Hello, I am trying to test the configuration of our new SDP installation, but some of the notification rules are not working. Only when a request is raised for a requester it works, but it doesn't for when a request is resolved or closed. I have check that the rules are activated but nothing happens. Incoming and outgoing SMTP settings are fine. Attached is system file. If you need thread dump, let know.
ServiceDesk Plus Issues
Hello There , After installing a version ServiceDesk Plus on my server We faced these Issues: 1- Although Mail Settings are correct and Notifications Settings are correct the system didn't notify me on any operation (send ticket , ticket closed ,...) this is screen shot for mail settings and this is a screen shot for notification settings 2- after Enabling "Pass-through" Authentication [ Single Sign-On ] From Active Directory Settings I get a blank screen on the browser every time I try to enter
DueBy Date changing by itself when merging tickets
I recently noticed an issue in which the DueBy Date is changing when it shouldn't be. From checking the history of these tickets being affected, it seems that merging tickets is causing the problem, because that is the latest action shown in the history of affected tickets. The 2nd to last action would be me having manually changed the DueBy Date. So I'm wondering if maybe the issue is that the manual DueBy Date change is not sticking to the original ticket when a new ticket is merged to the original
Merge Requester not working on 8125
Hi, before upgrading to 8125 I was merging requester with the system. See attached file, I've readded all the file from the ZIP to the good location on the server, rebooted the server and it's not working. When a go to the link: https://............../servlet/DebugServlet?mode=username or https://............../servlet/DebugServlet, The system bring me to the login page.... same as usual but after entering my credential I have a blank page Thanks to help Frikdel
Backup Technician problem
Hi, "Move requests to unassigned state" function in Backup Technician doesn't work. There is nothing happen after I selected that function and save. It alway move my selected to "Don't take any action on the requests" everytime. So please could you check. Thanks, Sakarin
Update problem from 8204 to 8205
Good morning. Yesterday, trying to apply the update to 8205 of ServiceDesk Plus and after all the usual steps (engine stop and full backup) the UPDATEMANAGER gave an error (attached the log). According to what I see, it has something to do with java, but don't know what. Need your help, please. Thank you.
Projects Tab Causes Problems
In Build 8203, in Internet Explorer 8, when within the Projects Tab, the other Tabs (Home, Dashboard, Assets, Admin, etc) disappear. Upon calling support, they said it was a known issue, and I just thought I would post to see if there was an update on this bug. Please use screenshot attached.
Assigning a request to a group via mail fetching
Hi Currently we use SDP+ 8205. Since version 8200 we can not assign a request to a group via mail fetching. We are using the @@GROUP=...@@ as before, however it does not assign the request to a group unless we set the "TECHNICIAN" as well. Without TECHNICIAN tag it always assign the request to a random group. I am pretty sure that it had been working properly before 8200 update. Is there any known solution that I can apply? Best regards
Unable to see all technicians in the worklog owners field
When adding a work log in a request i am unable to see all of our technicians in the owners drop down field. I am having to stop and start the servicedesk service on the server every hour to get the technicians to show again not soon after they dissappaer and only three out of ten are still in the list. Please Help!!
Contract attachments lost
I've been having trouble with attachments to SDP contracts getting lost. When I click the attachment, I get to a window "The file was not found." An example of an attachment name is "RHL Support Entitlement order 11:9:12.rtf". The latest instance of this is on a contract renewed in Oct 2012. Also, when I renew a contract, I delete all attachments because they're relevant only to the old contract. I Edit the contract and when I click the red X next to the attachments(s) the first time, it duplicates
Mail Fetching doesn't work
Hi, I have a problem with incoming mail fetching. Mailbox informations are correct, and the connection test did while saving settings is ok. But emails aren't fetched, and "Last attempt to fetching mail" contains an empty value. More, in scheduled list windows there is this row: 4814 MailFetchingSchedule 2013-05-27 17:39:45.28 null null Enabled 1 minutes 18000 More, when I try to stop and restart mail fetching following rows appear in the log file: 16:25:54:046]|[05-27-2013]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[39]|:
Unable to Upgrade to 8205
I am unable to upgrade to the latest release 8205. It gets to the post invocation process then I get an error that says Sorry, Uninstallation is currently not supported This has actually been occurring since any release past 8202. I am unable to upgrade to any new release and I have to revert to a backup. Any solutions out there?
Critical : Error while invoking backup (Manual backup and backup scheduling fails)
Hi Service Desk Employee. I am implementing your product at a customer site. I got an error messages through mail after I enabled backup scheduling. Below are the email I receive from the system. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.util.zip.ZipException:
Repeated failed updates
I have experienced failed updates the last two attempts we have made. The first was with build 8203 which required a support call to be made to get our system back up and running. And then again we tried updating to 8205 and again this failed but we were able to revert back on our own this time. Do you have any suggestions on how I may be able to complete an update as we are currently stuck at 8202.
Not receiving closing notifications
Our requesters are not receiving notifications when the request is set to resolved or closed. They do receive a notification when the request is created. We have the following notifications enabled: E-mail user when a request is resolved. Acknowledge requester by e-mail when the request is closed. 8.1.0 Build 8116
Technician Missing From the Technician List
Hi Guys, We're in the middle of changing over to the ServiceDesk plus v8.1 and I've come up with a bit of an issue where one of the technicians that was added has now gone missing. He can still log into the system and has full functionality of the support site. I have found and read the following thread: https://forums.manageengine.com/topic/name-of-one-technician-missing and ran the recommended command "select h.technicianid'Technicianid',a.first_name'Technician',sd.status'Status' from helpdeskcrew
Name of one technician missing.
Hi All, I have a technician who shows up everywhere but in the Technician list. Any ideas? Thanks, pmat20
Cannot run Import from Active Directory on Google Chrome
As of recent, I can't run Import from Active Directory on Google Chrome. This is what the manual import looks like There's no box for me to enter any usernames.
How to insert image to richtextbox from clipboard
When I write description of request or set new item in knowledge base I need to insert image from clipboard, but now I can insert image only from file. So I need to save image in some image application (like Win paint) and after that insert image from file. I tried copy-paste but imege don't insert. I need to insert image faster than from file. Can you put some button to richtextbox that help to insert image from clipboard?
IT Asset Network Printer Error Information
Dear Support, We tried using the network scanning for the printer and for few of the machines we were able to capture the information but in the details we found the below information. Kindly suggest what the error could be? Thanks
Service Desk and Kaspersky
I have installed Version 8 of service desk and I recently installed Kaspersky which requested me to restart the server. The minute the server came up Kaspersky loaded but service desk hangs at Application Layer started.................................................. and nothing happens Kindly assist
Unable to create a software license
I am unable to create a new software license for one particular adobe product. creative suite 6. I was able to create a license for another adobe product. So not sure what the problem is. I enter all the fields hit submit and basically get a blank page and no matter how long I wait the page does not refresh nor is the license created. I also have the same problem with a couple of other products manufactured by IBM. Please advise soonest. Thanks Karen
Xerox Printers not scanning
We are having problems with some printers scanning into ServiceDesk. To clarify what I'm referring to, I open a printer under Assets then click the Scan Now button to read the stats on the printer. This will scan successfully on one WorkCentre 5655 and one WorkCentre 5645. The printer models that will not scan are: Pro 90, 7755, 7556, and a 7775. Any ideas?
Remove "ROBO - PASSWORD_RESET" template
Hello, I am unable to remove the "ROBO - PASSWORD_RESET" template from my SD+ as it is greyed out. We have not purchased this, how can I remove the template? Thanks, Mike
Cannot display the "Region" associated to a request
Hi all, ManageEngine SDP 8.1.0 Enterprise Registered. When selecting the "Region" column to display on the requests view, there is no value; empty field. When running a report with the same criteria, the "Region" is correctly filled/displayed. We would like to be able to use one support group for several regions, but to dedicate views. For instance "EUROPE HelpDEsk" Group, with regions "Southern Europe", "Northern Europe", "Central Europe" ... Please advise, Many thanks, Kind Regards, Andrei
How can i remove content from the Self Service Portal
I am currently enabling the Self service portal and would like to get rid of the the Demo play button and link. I have been unable to find the file that publishes this to the site. Is anyone able to advise me how to remove this or the file location?? Many thanks
Scanned workstations not getting reconciled
Hi - It appears that workstations are no longer automatically being reconciled when scanned. Our procedure thus far has been to enter the Service Tag for the asset created by the PO. When a workstation with that Service Tag is scanned, the machines were automatically reconciled, but this does not happen now. Is this a known issue or did something else change? Thanks!
User redundancy
How come every time i try to attach a user to an asset i get user redundancy? This example is with the user "Administrator", but i have several users with more than one user. Ex. one technician.
New Mandatory field in Worklog, how to removed it
Hi, I noticed it after i upgraded to v8201 but it is now mandatory to add time elapsed in a worklog entry in a request/incident. This field is not used by us but we do use worklog to add actions to the requests. We are not interested in the time spent on the actions. How do i remove the mandatory tags from the worklog? and why was it suddenly made mandatory? I use v8125 in production and because of this i am not moving forward to the latest version. please advise.
Service Catalog Template requester view
I find it troubling that the "Requester View" within Service Catalog Template creating, does not in fact show you exactly what the requester's view is. One thing for example is the fact that if you add "Resource Info" to the template (questions that will be available and viewable to the requester) do not show up at all in the "Requester View" tab. Please look into this. Jeff
Unable to Close existing Purchase Orders after 8.2 upgrade
After upgrading to 8.2, I am unable to close purchase orders that were created prior to upgrading. Purchase Orders created after the 8.2 upgrade can be closed as normal. Regards, Robin
Email Command (email fetching) creates Request for any email even without the special cahracter
Hi, I have setup incomming mail server using POP and enabled email commands. I noticed that ServiceDesk plus creates a new Request of all emails even if it does not contain the 'E-mail Subject contains' field value. What I understand is that the subject line should contain the specified characters before it parses the email, otherwise, it will be ignored and nothing is done. Did I miss any other setting or this is a normal behavior? JC
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