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
Unable to view the detail of approval request created by my technician
When I was reviewing the approval item of a request being handled by my technician, I found I could not open the approval item to view the detail. Is the problem expected or there a way to view the detail of the approval item?
Unable to use ServiceDesk+ iPhone App after 8127 update
When trying to access ServiceDesk Plus with the iOS application after the 8127 update, the application is giving the error message, "Update ServiceDesk Plus to version 8125 or later to work with this app." Obviously we are running a later version but I've tried everything to get this working with no luck.
Deleting Technical User Groups
In our multi-site setup, existing (there before I arrived) technician groups are listed under two different sites but have the same names - wondering if they are the SAME group or just NAMED the same - because when I try to delete a technician group from one site it errors with 'cannot delete group as it is in use by another module' - while I assume it means the other site, perhaps you can explain what other dependency it may be complaining about?
SD 8202 backup PGSQL restore fails
Hi I have a problem with restoring the database psql. When upgrading to version 8203 an error occurred. Restoring a full backup is not possible. The output of the restoreData.bat: INFO: loadAllModuleDD :: loaded the DD for the module :: CMDB java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.createTables(RestoreS DBackup.java:1381) at com.adventnet.servicedesk.tools.RestoreSDBackup.createDynamicTables(R estoreSDBackup.java:1368) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
SDP Incoming email in plain text only through internal Exchange 2010 connector
Hey guys, SDP incoming email internal Exchange connector in plain text only. So i can receive email in SDP, but it converts all inline images to attachments and all font markup etc... is lost. A plain text email is being received in SDP, which is a pain, because we receive quite a bit of emails with attachments. Now we always have to open the attachments... I've been plagued by this b4, but it never resolved so far. Scenario is as follows: I've got my own Exchange 2010 server, so i connect SDP
Upgrade from 8.1.0 Build 8126 to 8.2 Build 8202
Hi I am trying to update using ManageEngine_ServiceDesk_Plus_8_1_0SP-1_0_0.ppm and it keeps failing with the attached error. Are you able to shed any light on this? Thanks. Richard
Sorry, the page you requested was not found.
Hi, When trying to login to the web console using a domain user account to enroll I get the below error page in the web browser. The user account that I am trying to login with is in the OU that is linked to the Policy for password resets. Can someone advise how to fix this problem? Sorry,the page you requested was not found. Please check the URL for proper spelling and capitalization. If you're having trouble locating a destination, try from our home page. Thanks, Graham
Random Asset information Changes
Using Service Desk Plus = Version 8.1.0 build 8125 - After the daily asset scan some of the workstation objects will show as failed to scan. When I check the asset usually I see a change in the information of the asset i.e. location, model, user and normally they go from in use to in store. The workstation is still on the network/domain however the data just changes by itself. This has affected my printers as well as my workstation objects.
Will not install on Windows or Linux
I have tried over and over to get ServiceDesk Plus to install on either a Windows7 or Linus Mint 14 machine but no luck. Each time it just hangs. On the Windows box it hangs on the splash at about the 90% mark on the progress bar. I have tried to unistall and reinstall between subesuent reboots but no luck. On the Linux box I ran the bin file but then nothing after it does it's thing. No other windows, alerts, apps installed. Nothing. I emailed manageEngine several times and even filed out their
AD SSO frequently quits working
We are experiencing an issue where some users can enter their AD username and password and are able to log in or they are automatically logged in then on other occasions it will not let them and in order for them to be able to access the ServiceDesk they have to reset their browser (all users are on IE 8) we are on version 8027
Issues customizing Service Catalog Templates
I'm having serious issue with the customization in Service Catalog Templates, specifically regarding Field Properties (i.e. Requester Can Set, Requester Can View). One example amongst many is that I want to set the "Request Type" as Viewable to the requester but not Settable; However, if I only have "Requester Can View" checked, the "Request Type" does not show up in the requester's view. Then, when I drag the "Request Type" from the left hand side so that it shows up on the template, and go back
ServiceDesk Plus - Database appears to stop regularly
Hi, I am running ServiceDesk 8.2.0 Build 8201. Over the last week my clients lose connectivity with the application as regularly as 30 minutes. If I go to the server and run the client app I get an IE error stating that the webpage cannot be displayed. If I restart the ServiceDesk server it will work for another 30 minutes or so. The server is Windows 2003 R2 and all clients are Windows 7 SP1. The only other role that this server performs is McAfee ePolicy Orchestrator 4.6 - these applications have
Update to 8200 failed
We have tried updating to build 8200 in our test environment and it has failed twice with the same error, see below. Please advise how we can resolve this. 22-Apr-2013 16:15:35 [SYSERR] [INFO] : java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "IntComponentType_FK1". The conflict occurred in database "servicedesk_New", table "dbo.ComponentType", column 'COMPONENTTYPEID'. 22-Apr-2013 16:15:35 [SYSERR] [INFO] : at com.adventnet.db.adapter.Jdbc20DBAdapter.handleSQLException(Jdbc20DBAdapter.java:1192)
Scheduling Quarterly Reports to ONLY send at the end of each quarter
Hi, I've been scheduling some quarterly reports, and would like them to be sent only at the end of each quarter (i.e. April 1st is the day after Q1, July 1st, is the day after Q2, etc). However, when you check off only a select few months to receive a scheduled report, the "Every Month" check box gets checked; therefore, quarterly reports are send every month, instead of every 3 months. See photo below:
Update error
Good day! When I try to update from version 7022 to version 7055 gives an error "There are no primary or candidate keys in the referenced table 'DomainInfo' that match the referencing column list in the foreign key 'SDActiveDirectoryInfo_FK1'." What could be the problem?
Conversation override when merging tickets
Hi, I just noticed that when merging two tickets, one ticket's conversation overrides the other. Specifically when merging ticket 2 to ticket 1, ticket 2's conversation remains but ticket 1's conversation is deleted. Please correct this issue so that both conversations are kept intact when merging tickets. Jeff
Message window does not close until 30 sekuner after the message is sent ?
Hi, I have this problem that when you want to reply to, or forward a message, it will take 30 seconds before the window closes? To fix this problem, I tried to upgrade from 8.2.0.0 to 8.2.0.2, with the result that the update failed. After a backup restore back to 8.2.0.0 I manage to upgrade to 8.2.0.2, but the issue where it takes the window 30 seconds to close after the message is sent, is still there, and it's an annoying issue for our technicians. Is there at fix ?
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