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
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:
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