ManageEngine ServiceDesk Service stops after few seconds
Dear Friends, Please find below contents in wrapper.log file when I am trying to the ManageEngine ServiceDesk Plus service. I am facing this problem after I have changed my windows domain administrator password. STATUS | wrapper | 2013/03/17 09:11:24 | --> Wrapper Started as Service STATUS | wrapper | 2013/03/17 09:11:24 | Launching a JVM... INFO | jvm 1 | 2013/03/17 09:11:27 | This copy is licensed to AdventNet INFO | jvm 1 | 2013/03/17 09:11:27 | INFO | jvm 1 | 2013/03/17 09:11:52
Case Aging Reports
I am trying to write two new query reports used for case aging. We need to divide the cases into the following buckets: less than 7 days, 7 to 30 days, 30 to 60 days, 60 to 90 days, and greater than 90 days. I am trying to write one report for closed cases in the last month and all open cases. The sql below is for open cases and it works fine outside of Service Desk. When I try to add it to service desk, it will not run. Anyone have a suggestion? select ag.Location, sum( OneWeek ) as "<
Postgre database
Hi! Is there a way to access Service Desk database and import in it data from Excel file?
SD+ SMTP problem
Hello, I am having problem with configuring outgoing SMTP on SD+ trial. I configure all parameters to point to my Exchange server but when I try to send some notification I get Notification failed and following error in log file: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target| I already have tried to import some certificate
Workflow is slow
Every 30 min servicedesk creates a new request with text: Workflow is slow Date(19 Mar 2013 16:30:01:350). Difference (seconds): 8265 Time of latest log record: 19 Mar 2013 16:10:45:000 Time of second-to-last log record: 19 Mar 2013 13:53:00:053 What does that mean?
Iphone app speech
Hello, After upgrading the iPhone APP the speech icon (microphone) does not show anymore. Any help? thank you, David
Problem when triyng to forward a solution
Hello to all, we have experienced an issue in SDP with Solutions. When we try to send a forward to a user or a technician, SDP shows this message: Could we apply any fix for this issue? Thanks in advance
Remote Control With VNC
I have noticed that when setting up the "Remote Control Tool - VNC" that you can specify the device by $DEVICENAME. I was wondering if there is a way for it to use the device "IP Address" instead? We can not connect to some of our thin clients via host name, and would like to use the IP instead.
pop and smtp over ssl - gmail
I am also trying to use Servicedesk with SSL for both POP and SMTP. Gmail only supports connectivity via SSL. I am running Servicedesk SDP Version : 7.0.0 Build 7010. How can i turn on SSL for the ServiceDesk Email Fetch Settings?
Service Desk 1 hour behind - Daylight Savings
Hi There, This time last year we had to apply a JRE time zone update for daylight savings, now it looks like we are again seeing the daylight savings time go out by 1 hour. This is the same issue as : http://forums.manageengine.com/topic/daylight-savings-time-has-not-changed#topic/49000004898041 We've tested out the latest Timezone update from http://www.oracle.com/technetwork/java/javase/downloads/index.html using the steps outlined in the previous problem above, but it looks like all validation tests
Upgrade of Software version, how to manage license
Hi, please give me your comments or how to... on this problem We have 5 licenses of Snag It 10, we bought 5 Maintenance plan and the company sent us the version 11. I can create 5 licenses of Snag It 11 but what I do with the 5 licenses of Snag It 10. These 5 licenses of Snag It 10 should not be used anymore. Thanks for your help
Asset disappear (PC)
Hi, I have problem with the PC scanning, some PC under Windows XP has the agent installed (with the option to push the data at each reboot) and it's not working. When I deploy (on PC A) the agent using the SD+ (Tab Asset / Agent Settings / Methods of Agent deployment / tab AE Application / Individual machine) the agent install scan but it's not assigned to the right user (no prob I can change it). If I do the same process on the PC B the PC A disappear. Please help with this ?%&*()& scan function.
SD Running Slow
Microsoft SQL 2005 Windows server 2003 SP2 4GB Ram 8.1.0 Build 8124 It is slow when adding notes/resolutions/closing tickets from requestors who are not also techs. If you just click ahead on to something else it will contiune fine, its almost like the refresh after clicking the "submit" button is slow. I have included the thread dump.
Needed account for ServiceDesk network bakup !!
we use ServiceDesk in our domain ,we are scheduling backup over the network to a UNC path what domain account do I need to give permissions to.it says here http://www.manageengine.com/products/service-desk/faq-general-modules.html#BackupRestore4 NOTE: Please provide full access rights to the folder where you want to copy the backup. gave full Share and NTFS permission to : 1-service account running the ManageEngine ServiceDesk Plus full control .didn't work 2-the computer account of the server
Problem on requester's Replies
Hi! I have a problem with the replies from the requesters. I've changed the template the replies as seen in the next image. When the requester hit the reply button underneath the description of the request everything works fine. But when requesters pressed the answer button that is in the conversations is automatically added to the response template the text of conversation. This behavior does not happen with the technicians and that regardless of the answer button is pressed always the template
restoreData.bat
hi I wont halp ManageEngine ServiceDeskPlus Version : 8.1.0 Build 8112. When I do restoreDaba.bat this backup >> backup_mysql_8112_fullbackup_03_11_2012_18_58.data Everything is well. And when the year is 2013 here is the problem >>> backup_mysql_8112_fullbackup_03_11_2013_18_58.data Does not restors and srvices dies Can you help me ...
Critical error on manual and scheduled backups SQL 2012 SDP 8027
Hi Service Desk I discovered that I have the a problem with the backups, please see error message below when performing backups. I am using SDP 8027 and SQL Server 2012. This happens either with the scheduled backup and the manual backups Also, I cannot upgrade to 8.1 because of this error, is there any way to skip the automatic backup when upgrading? It was possible before in v 8013 What could be the problem? Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your
approval status does not update in change management
Hello In request management the approval status does update very well In change management, the approval status does not update Is this a bug? Please help. Marc
Remote Control Agent by IP Address
When I try to use remote control from the agent it looks like it is trying to connect by the computer domain. Is there anyway to automatically change this to the IP address? If I change the computers name in service desk to the IP addres then I can connect.
arabic language problem
hello I've a problem in notification emails, i changed the template to Arabic language,now the sentence will have both English and Arabic words, i set it in the notification template RTL but when it sends it to technicians it goes LTR which scramble the order of the words
SDP - Report schedules can only be seen by technician who created the schedule
Hi, I've noticed that in SDP when a report scheduled by one of the technicians, the schedules can not be seen by other technician (Scheduleing Home screen is blank) Thank you, Miron
Information stripped out of email
Hello, I have recently had several examples of where a customer has emailed in with pasted information from another website or a word document. The email arrives ok into Gmail but when SD+ picks the call up, some of the information has been stripped out of the call. I assume that this is something to do with the formatting however I cannot ask external members to submit their queries making sure they have used "paste special" and removed the formatting. Are there any known problems regarding this
Options link not showing on login page
Hi, We have an intermittent problem whereby the 'Options' link (the one that allows you to switch between Domains or to use Local Authentication) on the login screen disappears. Sometimes it is there and can be used correctly. Other times it just disappears. We are using a mixture of browsers, but mainly IE 8 and Firefox 5.0. I've tried restarting the services on the server, but this does not help. Sometimes what seems to work is to clear all cached data from the browser (history, cookies etc.),
Servlet API and additional fields
Hello! I use service desk plus (8.1.0 Build 8114). I update requester information through Servlet API. I change only one field (for example, phone). I don’t use other fields. After editing, phone is changed. Values of other standard fields are not changed. It’s very convenient. But values of additional fields are changed to empty values… Can you change this in new versions? Thanks in advance
how to move archived requests from archived requests list to active list?
I got a problem some opened requests were moved from active list to archived list, how can I move backwards?
Remote Control by Agent with IP Address
Is it possible for the Remote control by agent to try to connect by the computr IP address instead of the comptuer name? When I change the name in service desk to the IP address I am able to connect.
Work Log Sporadicly does not work - No display and entry not allowed...
I am interested in knowing if thereis a way to get around this issue... Work Log most often does not work - No display and entry/edit is not allowed... I can use resolution to add a work log, but cannot see or edit entries; is there any setting that may make a difference? I have tried Exploreer, Firefox and Chrome and still have this issue... Thanks! James E. Satterthwaite
Enable remote control
Hello How do I enable remote control, and, since I enabled in Admin> Discovery. A full scan, however not enable the remote control to the stations. thank you
Groups gets reset to none when bulk editing requests site
When we bulk edit requests and move them to a different location the group field gets reset to none. The bulk edit suggests that this won't happen because the group field is set to 'leave as it is'. We recently updated to version 8.1 Build 8121.
Apache Tomcat/5.0.28 Error Report
When I clicked the link to approve a request, the following error message appeared: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.notification.util.NotificationFactory.formateDate(NotificationFactory.java:1010) com.adventnet.servicedesk.helpdesk.util.NotificationUtil.getReplacedString(NotificationUtil.java:345) com.adventnet.servicedesk.helpdesk.util.ApprovalUtil.updateApprovalDetails(ApprovalUtil.java:322)
When requester searching for asset to be attached on new request page, [All Sites] shows nothing.
Hi there, SDP 8.1.0 Build 8123 Scenario: A requester filling in the form and try to choose from the list of assets. When the following is set: Type of assets: All Assets Site: All Sites Nothing is listed. Only if they select the appropriate site then all assets of that site will be shown. This does not happen when from a technician view. This behavior is consistent between Firefox 18.0.2 and IE 9. Anyone else have this issue?
Adding requester using API causes exception
Hi, SDP 8122. When adding requester using API, i sometimes got weird exceptions : [10:35:17:506]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|: In RequesterOperationServlet doGet()| [10:35:17:506]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|: In RequesterOperationServlet servlet's doPost()| [10:35:17:616]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|:
Question about Email command
Hi, I've a question about email command. Commands are working fine. But when I put pictures into resolution command. It will not show those pictures on resolution filed in console. So is it possible to make it show pictures? Thank you, Sakarin
Manageengine.Service Desk Version: 8.1.0 Build 8125 Server not Starting
Can you help me solve this problems?
Problem searching archive requests
I have a group of technicians that get no search results when they attempt to search in Archived requests. I have another group who can take the same keyboard and get numerous results. Both have identical roles assigned, in same groups and same sites. I cannot find any difference in how they are set in SDP. What rights are needed so they can search archived requests? Thank you.
Schedule AD import to specific time
Hello to all, are there any way to schedule AD import in SDP to a certain hour of the day? We have experienced some issues when the import performed during work hours and we would like to schedule it nightly for exemple. Thanks in advance
Service Down
Hello guys We've installed SD+ Enterprise version, our license expired 10 days ago, today We received our new license but now We cannot open the application. It seems that needs to be reinstalled, but When I try to do so, It requires to unistall previous version. I'm afraid to loose the previous information and configuration, and that is not an option. Is there a better way to install our new license file? Thanks in advance
Postgres Issues
Since installation we have been receiving the following error in Event Viewer and ServiceDesk has been flaky at best. Any ideals? The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer, the display information had to be saved with the event. The following information
Additional fields problem
Has anyone had a problem with the incorrect default value showing for an additional field when creating via a template? I have a field which contains drop downs of 0,1 and 2. It always defaults on 0 rather than "select": When I check the configuration under admin > Incident - Additional Fields, 0 is not selected as the default selection: I have restarted the service a few times and this has not helped. Any ideas at all? This Service Desk is on Version : 8.0.0 Build 8013 Thanks, Mike
Incident and Service Templates not working after Update to 8125!
After updating the incident templates are no longer accessible: javax.servlet.ServletException: java.sql.SQLException: Cannot resolve the collation conflict between "SQL_Latin1_General_CP1_CI_AS" and "Latin1_General_CI_AS" in the equal to operation. We also get an error when trying to change service templates: FAILURE :Exception while trying to get the Incident Template details. Seems to be a collation problem of the database. We are using MSSQL. I also send an email with support file to the support
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