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
Error editing workstation
We're having problems when editing a workstation. On the "Edit Windows Workstation" screen, all of the information appears down to "Asset is currently". The appropriate drop-down is displayed, and then nothing else shows up. In IE 9, I get this: <span id="hideR; Firefox doesn't display the HTML tag, but it also stops displaying any further information. The problem happens more frequently than not, but is not entirely consistent (sometimes the full information will display). Strangely, a reboot of
Scanning AIX Systems
The documentation lists IBM AIX as a supported scannable system for ServiceDesk, but I have been unable to successfully scan an AIX system. Has anyone had any luck with this?
How to change Domain for Technician
Hi, We are using build 7605. We are in the process of migrating staff from one active directory forest to a new active directory forest. Once a person has been migrated (account/workstation/mailbox) I need to be able to change the Domain that the technician uses to login to SDP. However, I am unable to do this. I have admin. priviledges and when I open a Technician to edit, and select the new domain from the Domain drop down list in the Login Details section and then click Save, it does not save
Unable to change back to default view
Discovered a bug in version 8.1.0 Build 8121 where after switching to the Resolved Requests View, I am unable to switch back to any other view. This is occurring on multiple accounts and can be replicated when trying the same account on multiple computers.
not appear the authentication mode Loca
Accidentally I changed the way I disabled local authentication and single administrator who have not this in my domain. ja ran some command that forum and will post asegui gave no result. My PGSQL database ManageEngine \ ServiceDesk \ pgsql \ bin> and use the command psql.exe-U postgres-p 65432-d ServiceDesk before September update globalconfig paramvalue = 'true' where parameter = 'Enable_LocalAuthentication_Login' after renicie services, more sadly still not appear the authentication mode Local.
not appear the authentication mode Local
Accidentally I changed the way I disabled local authentication and single administrator who have not this in my domain. ja ran some command that forum and will post asegui gave no result. My PGSQL database ManageEngine \ ServiceDesk \ pgsql \ bin> and use the command psql.exe-U postgres-p 65432-d ServiceDesk before September update globalconfig paramvalue = 'true' where parameter = 'Enable_LocalAuthentication_Login' after renicie services, more sadly still not appear the authentication mode Local.
Service desk plus Build 7608 very slow
we have service desk plus hand have noticed over the last few weeks that it has been getting slower. we only have 4 technitions that use it. The server has been restarted but problem still exists. all other services on the server run with no problem.
Can't connect to localhost on SBS 2003
Webpage will not display on SBS 2003 server once ManageEngine is installed using MSSQL. Port was change to 8082 and ip address was changed to local server IP. Could Not Find E:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Free edition... Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused: connect); - nested throwable: (org.jboss .resource.JBossResourceException: Could not create
Problem with feature to hide conversations
Hello to all, we are having problems with new feature to hide conversations in SDP. When a technician changes the type of a conversation, the application displays the following error message but makes the change. Has anyone this problem? Thanks in advance PD SDP 8.1 build 8119
Add CC on requesters Replies
Hi! When a requester responds to a conversation, they can not add new recipients to reply. Is there any way that the requester can see the CC field as technicians see? This is what the requesters see This is what they see technicians and I'd also seen the Requesters Sorry for my English.
AD records failing to import
Hello I have error with AD users import System Log Message: Exception while adding the Requester :UserName:ikrivoruchko ,EmployeeID:- ,Title:- ,FullName:Криворучко Илона ,Description:- ,Email:ikrivoruchko@pzu.com.ua ,Phone:- ,Mobile:- ,DeptId:19505 , JobTitle:Oператор ,FromAD:true ,UserDomain:PZUGROUP ,smsID:- ,Ldap_Id:- Probable Cause: java.lang.NumberFormatException: For input string: "UVH@27466137" Help me plz!
The ServiceDesk Plus service keeps stopping after manual restart
On of our client have a problem with fetching OUs from Active Directory because only Users OU is showing so i tried to run the following query in MS SQL Server 2008: delete from adorganizationalunits delete from adousrelationinfo and I stopped the manageengine servicedesk plus service before the deletion and then i shut down the servicedesk plus and started it but when i try to start servicedesk web client it is giving error in the cmd saying the server is not up, first start the servicedesk
Mark As First Responce
So here's the problem, When people log a calls over the phone, and you are on the "Add Request" mini screen, there isn't an option to log the "mode" of the call as "Telephone" etc... When you have logged a call that came in via the telephone you have already responded to the customer (or at least we do), so it would be great if the system did this automatically if you ticked the "Logged By Phone" etc.. Button... Is this something that I can make the Service Desk do, with like business rules and
Mail Settings - Office 365
Hi I am trying to configure my mail settings to use an Office 365 account but get the following error. "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." when i try to reply to a request i get "sending notification failed" ManageEngine Service Desk Plus v8.0.0 (free)
Request Approvals not showing correct status
I have a request sent out for approvals Two approvers have responded and denied the request. The approval Icon from the main screen DOES not reflect this. PS. I am still waiting on answers for two previous issues dealing with software licenses. Would appreciate some response Karen
Stops users e-mail in requests
How do we stop users from e-mailing requests into the service desk? We expect users to login to the portal and based on the category they choose depends on which users get the requests. When users just e-mail it goes to a pot and we want to reject these as they have no category, we would also like a message to go to users stating this. Thanks
Manage Engine not starting
Hi There We are using SD plus paid over 2 years and now it won't startup after adding SSL certificates. The log file says below. I tried to run the run.bat and had no luck. [14:48:22:319]|[02-11-2013]|[SYSOUT]|[INFO]|[19]|: [JBOSS] PoolTcpEndpoint: Reinitializing ServerSocket| [14:48:22:319]|[02-11-2013]|[SYSOUT]|[INFO]|[20]|: [JBOSS] PoolTcpEndpoint: Endpoint [SSL: ServerSocket[addr=/0.0.0.0,port=0,localport=443]] ignored exception: java.net.SocketException: SSL handshake errorjavax.net.ssl.SSLException:
Configure DB
could i configure MSDB in trial version??? or it's onley for registered versions???
Can't select remote desktop tool from dropdownlist
Hi, I've a problem with select a remote tool from dropdownlist. It can't select the second item in the dropdownlist. It always disappear when I tried to drag mouse cursor to it. I'm not sue is it a bug? Please could you help. Thanks, Sakarin
Assign Group and Technician dialogue not closing.
ServiceDesk Plus version 8.1.0 Build 8123 When selecting ASSIGN -> ASSIGN a popup is displayed "Assign this request to a group/technician" After selecting the technician and then clicking ASSIGN the popup doesn't close, it stays on the screen. Is this a bug?
NTLM failed redirecting to Login Page
Hello to all, we have experienced the "NTLM failed redirecting to login page" problem in one of our technicians after he added a field in "Search Requester" view. After some tests, we think that is a problem of technician profile. In SSO log you can see this message (we have removed the names of technicians): Could you tell us if there is any solution? Thanks in advance
How to reconcile users/requester accounts created via email-based requests and Active Directory import
I'm currently using ServiceDesk Plus version 8.1.0, build 8116. We recently implemented this ticketing system and began capturing all inbound email requests which then automatically opens a service ticket and creates a new user account as necessary. The user accounts created this way appear to be based on the sender's email address. The new user account is created without a domain attribute value and the Login Name is their email address. Otherwise, I have a scheduled import of requesters from
mail server settings
Hi, I am setting up the fee of the Standard Edition for helpdesk SLA , and am having problems with the Mail Server settings. Please find the log [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: MailFetchingTask instantiated. | [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: Thread name is : WorkerThread-ServiceDeskCommon_Thread -2| [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|:
Reply from request generates new request
Hi, When I reply to a request it generates a new request, but only when the request is assigned. I have read simular problems in the forum but I cant find a answer. And I have the " Request ID : [##45842##] " in the subject row. Can you please help me with this problem. Kind Regards Robert
System Logs
Hi all, I noticed when upgrading to the latest version of service desk plus that it took quite some time to backup the system logs in the database, when I went into the logs I saw there are some 300,000 entries. Unfortunately the "Delete All" button times out and doesn’t delete any and the maximum I can manually delete through the webpage is 1500. I was wondering if there is a script or anything I can do to purge the logs on the server? Also I should point out that we have no idea what the
Error while adding the VMHost.
While I was adding the 2 VMwares to the SDP, I got the error. (192.168.4.33 and 192.168.4.34) Manual test by ping, 443 https port telnet worked on CMD. (also these VMHost servers are added on OpManager without any problem) Thank you in advance.
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