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.
Updating to 8122?
According to the about screen, the latest SDP version is 8122 however on the website it will only let us upgrade to 8121. Is there a different route to upgrade to 8122? Thanks.
Trouble with Spam Filter settings and E-Mail command function
I am trying to set up the e-mail command feature of SDP and having issue with the spam filter not allowing accepting the email command message. Our current Spam Filter in SDP is Match ANY of the folowing (OR) [Rule 1] Subject contains "out of office" or "Undlieverable" [Rule 2] or subject does not contain "[Request ID: ##" The reason we set this up the rule for Out of office and undeliverable was people who had out of office on or were no longer with the company were sending back auto replies or
Mail Sending Problem
Our SMTP server is changed and we have configured the servicedesk SMTP with new settings. But while try to send mail getting the below message- "sending notification failed" Below is log- [11:43:15:959]|[01-31-2013]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[37]|: Error code : 18013| [11:43:15:959]|[01-31-2013]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[37]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED" ERRORMESSAGE="Mail
Meaning of Time Elapsed?
Can anyone please help me to get the Meaning of Time Elapsed? Some of my tickets are showing Time elapsed = 0 Hours --------------------- Rajesh Singh
Not able to open/view attached documents when sent PO approvals
When sent an approval for a Purchase order the user is not able to open any attached documents via the approval email sent or on their web portal home page. Version 8.1.0 Build 8106
8.0.0.27 to 8.1 update error: Data is Improper
I'm trying to run the update from 8.0.0.27 to 8.1 but am getting the error : Migration is not started as Data is improper. Some of the ProductType names are empty sring. Please contact the Service Desk Support team. I saw another post similar to this and ran the queries for component type and definition and have attached the outputs.
Dashboard "This Month" report listing Monday in previous week
I've seen this reported in the forums previously and the only suggestion was to check/change the "Start of the week" day in the Self-Service Portal settings. I've chosen both Sunday and Monday and it doesn't fix the issue. The Dashboard "This Week" and "Last Week" reports both work fine however, it's just the "This Month" report that for some reason includes Monday's tickets in last week's column. Any suggestions?
Service Catalog issue
Hi, my company is currently testing out this product and I am trying to create a few "Port Request" templates in the Service Catalog. The problem I am running into is that admins can see the second template, "Port Request as a Standard Ticket" but the regular users I created cannot. They only see the first one. The template is enabled. Is there some other place that needs this enabled so regular users can see it?
Survey email subject and welcome message
Hello, we activated the survey since few days and realized that the "welcome message" text is used not only in the survey page but also on the email subject sent to our customer: Is there something we can do to have different message on email subject and survey welcome message ? Note: we're using SD + 8.1.0 Build 8121
Technician cost calculation
Hi, I've come across a slight flaw when I began to add time to cases, and although it's hardly a major flaw it still bothered me a bit as I had to do a bit of extra work. The problem is that when I enter time on a case and press enter without clicking anywhere else before it, it fails to calculate the cost and merely shows the cost as "0.00" while the added time is correct in all other aspects. So sometimes when a technician is rushing a bit it's not certain that the cost gets calculated properly,
Failed to communicate agent
Hi, With the ManageEngine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the ManageEngine service on the PC is running and listening on port 9000. I can also telnet to this port on the affected PC. Agent software is up-to-date also. Anyone know how to solve this issue ? Regards
Service Desk Plus backup question
I would like to confirm in terms of backups if we can disable the backup jobs that are scheduled in ME and simply run SQL DB backups from our SQL servers where the ME DB’s are stored. Or if not, do we just backup the backup folder on the ME server and do not need to backup the SQL Servers DB?
Remote Asset Explorer Servers Unable to start
Hello, Please three of our remote asset explorer severs are not coming up after launching the application it get stacked at the application layer with ".................." following. Kindly assist in resolving this issue. Regards
HOLD STATUS
concerning the hold status..can i create a field and make it mandatory to full in information when ever the status changes to hold?? i dont want the technician changing status to hold and stop the clock all the time..i need them to state a reason for puttin it on hold..must be mandatory
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