8112 email issue
We have upgraded to manage engine 8112 and now we are having an issue with email. It seems that after the update squirrelmail users are getting blank emails. From what I can tell there is no longer a html body tag in the email and they just come in blank. I have tried firefox and IE and the issue is the same. Gmail exchange or yahoo are not effected by this issue. Please advise.
Screens not rendering properly
I am testing build 8112. I have started up the service using run.bat. I have created an alias url of usmkd100.drs-ps.drs.master:8080. When I am logged directly on that server and log onto the client using _http://localhost:8080, the screens render just fine. For example the logon screen when logging in from the server looks like: whereas the logon screen from a browser on the network (both browsers are IE8) looks like: There are even weirder problems occuring with pull down menus and side
MySQL unable to backup and found error
please forgive my poor english.. I just found the system is unable to backup and when I study the error log from MySQL and found the following error: error row 2 the count of fields is wrong. When I google it, I found required to run the mysql_upgrade to fix the table issue. but I can't find it. Should I copy the mysql_upgrade from others?
SLA's aren't sending out e-mails
Just created a bunch of SLA's for our sites. To test it out i've put the escalation level 1 at 5mins and the escalation 2 level for 10mins. I create a job for myself and set the priority that the sla is attached too. The sla applies when i create the work order. My problem is I don't receive a escalation level 1 e-mail after 5mins nor do i actually receive a escalation 2 e-mail. Everything is fine with our exchange server and it sends e-mails from jobs instantly.
asset workstation reconcilation
Hello, I want to raise a problem I'm encountering, trying to reconcile software licenses coming from the POs with the softwares scanned by the application. When I select the reconcile option from the PO actions menu, the window pop up telling me that there's no workstation to select, even if there are hundreds of them, including the ones where those software are installed. could it be related to the site configuration? the site configuration has been changed a little and I suppose it can be involved
Email response to ticket functionality
I am trying to understand the email conversation and re-open ticket functionality. I have done some searching on the forums and understand that once a response is made to a request via email from the requester, the response is not added to the request, it will just create a new ticket based on the response. Is that correct? Can emails convos be added/updated to requests by making sure the request ID is in the subject field? Also, because of the above I have put in the spam filter in the Mail Server
Request has 2 different request numbers
A request was set up with one number, and email reply within system came back with a different number. Please investigate and advise.
Access to a Technician's tickets
Hi. Just saw behavior in SDP that leads me to believe that when a technician is demoted to a standard requester, they can no longer see tickets that they generated as a technician. Can anyone corroborate this, and if it's true how can the issue be rectified? I'd like to change a technician into a requester, but I want them to be able to see all the tickets they created as a technician. Thanks
Tickets aren't being marked as read in Version 8
I'm using version 8.0.0 (Build 8000) and tickets don't get un-bolded when I read them. We were previously on version 7 for several years and began upgrading and with each upgrade something broke worse and worse until the final version 7 build wouldn't even load the app. After upgrading to 8.0.0 everything clicked back to working so I was afraid to upgrade further. Any chance I have a setting that needs changing to get tickets to unbold themselves on the "Requests" page after I view them? Thanks!
update error 8027 to 8100
Hey, when you update the progress reaches 98% then, - error logfile to confuse the following lines: 27.08.2012 0:25:32 [com.adventnet.updatemgr.util.ConfUtils] [INFO]: url :: [jdbc: mysql :/ / localhost: 33366/servicedesk? & UseUnicode = true & characterEncoding = UTF-8] 27.08.2012 0:25:32 [SYSERR] [INFO]: Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.mysql.MysqlSQLGenerator javax.naming.NoInitialContextException: Need to specify class name in environment or system property,
Please HELP - Business rule and autoasignation techinician
Hi, I’ve configured this business rule in order to assign automatically all the requests created by the users (without category/subcategory) to the group “LOCAL SUPPORT MADRID” . The Brule seems to work because I receive the email confirming that but the request is not assigned to the correct group. Can you help me ? im in a hurry
Preventative Maintenance - Changing to one time Schedule
Morning, We've been having an issue recently where Preventative Maintenance tasks are changing themselves to one time only events with no scheduled time. In the past I've rescheduled the PM tasks and it looks fine for a while, then the PM's stop generating and the schedules have changed. What can I do to resolve this issue. I'm using Service Desk - 8.1.0 Build 8105. Thanks Jonny
How to reopen a closed change request?
How would I reopen a completed change request? I am testing it out, and if I manually change the status field on the edit screen of the change request, clicking the save button does nothing, and the change request is not updated. I don't see any error indicating why the status could not be modified.
mail server certificate
My exchange certificate expired but now renewed, I am getting problem in my ServiceDesk Plus Helpdesk - Mail Server Settings. showing error below. How to update my certificate in ServiceDesk svr? FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Mail Server Settings
Hi, I am setting up the trial of the Standard Edition, and am having problems with the Mail Server settings. No problems with SMTP, but amd tearing my hair out with IMAP. Our mailserver is Zimbra - I have tried using IMAPS (both with and without TLS), and am getting "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I have tried downloading and running the gencert.bat file to create
"Connection to RPC server in the workstation failed."
Hello Support I have been working on this issue for the past two weeks now and I am completely stumped. After running a network scan, half of my devices show the error "Connection to RPC server in the workstation failed". Even after following the steps to disable the firewall (removed from DC and workstations) and applying the scan_setup.vbs (running manually AND as a user logon script), I am having this error returned to me when trying to rescan my workstations. If there is any relation, a few of
Problem with visibility of Requester
Hello to all. Please help me. I have SD ver 8.1.0 Build 8109 My requester cant see other request (if he not owner of this request) even if i change a option Requester allowed to view "Show all their Site requests" i find some analog topics on the forum,but they old and people write that tha fix with ver 7.5. maybe not my case. Thanks.
Missing requester UDF field after update to 8110
Hi all. We have updated our SDP distribution from 7611 to 8110. We are using custom UDF field (UDF_LONG1) in requester table. After this update we're unable to see this data while searching requesters. I found, that after update all data from Requester_Fields.UDF_LONG1 were copied into Requester.ATTRIBUTE_301 field during update. Now RequesterDef.do page is working with new configuration and uses Requester.ATTRIBUTE_301 instead of old Requester_Fields.UDF_LONG1. But if we run SearchRequester.do?fromModule=WorkOrder&startsWith=
Unable to View the full technician list in the technician field
Hi Support , Service Desk Plus version 8.0.0 built 8013 . with 300 technician license . My Probelm. I have created a incident template called "compliance" and added the technician field . There are also other fields added to this template. Why I want to create a new incident and I want to assign this incident to a technician , i am unable to display all 300 technician in the technician drop down list . Please help what must I do Thanks Kanten
Database trouble
Hello I have recently done a new installation of SDP 8.1. on a virtual server. We have a mssql 2005 server with the database on. This server is the same as before. My problem occurs when I run changedbserver.bat to change from mysql to mssql. When I hit "save" I get this error: "you cannot configure this dbserver because the db server is compatible to build 8022 and now you are installed 8110." And after clicking "ok" it says that the service will not start. Is this because I was running an older
Unassigned Tasks sends notification
Good morning, We're getting an issue with tasks notifications, when a new task is created within a request, and the technician is not assigned but the group is, it's triggering the "E-mail technician when a task is assign to them." notification. It's sending emails to technicians that belong to the task's assigned group, but the notification should be sent only to the technician once it's assigned, as in the name of the notification (so no notification sent with only group assigned but no technician).
SDP version 8.1.0 - Mail fetching error - Mail fetching is delayed due to start time and finish time is ZERO.
What causes this and how do I get it fixed asap? Tickets are not being generated from emails.
when i search a new workstation, it replace an existing one
HI, I´m installing the agent in a few machines, but it detects 3 of them, then if i make a seach and the workstation is found, one of the finded before is reemplaced this new one. whats wrong here? Thanks in advance
Working Hours
Dear All. I am New to Manage Engine, I want to set Working Hours of My Organization, But I can't find where to set Working Hour and non Working hour. Please it is urgent . Best regards
SDP bug and questions
Hi, we recently upgraded to SDP 8.1.0 Build 8109 and noticed 2 bugs in it. The first one happens on IE9, when you open a request it will not always show the description. To fix that you need to refresh the webpage. This behaviour is not happening with Chrome or Firefox. The other issue is with Chrome and the request ID field. Here's a screenshot of it : Chrome : IE9 : I also have 2 questions regarding this upgrade : 1. Is it possible to expand the actions menu? Instead of having a drop down menu
Problem/error with asset category (upgrade failed from 8027)
Dear Support team, Can you please help to fix that problem. Somehow, during the testing of assets module, we delete (?) asset resource called "Access Point". I dont know how. And we forget about this. But when we start updating our version from 8027 to SP1 we recieved error like below.. We try to recreate manually Access Point, but it not helps. And when we try to open this IT asset (Access point) we recieve such error. Can you please help in our case? Can we recover this resource and update
SDP 8108 Backup Error
Dear Sir, I have problem with backup database, it error is: Pls help me to fix it, Thank you very much! C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager
Error in componentVendorFormresultgetElementsByTagName("notassociated")[1].childNodes[0]is undefined
Error in componentVendorFormresultgetElementsByTagName("notassociated")[1].childNodes[0]is undefined
Some pc with the agent installed are not discovered
Hi: I have installed the agent in my lan. There are 4 pc with the agent, but only two of these are discovered. Any suggestion? thanks in advance
Solutions - View of the topic is cut
Hi. Having a problem with the view of the topic in solutions, it cut som part of the text, see the attached file. Is there any solutions or possibility to get more of the topic text to show? Or is it a limitation on how many letters that default will show...? Regards Terje
Reply to Requests Auto Populating CC Field
When we reply to calls that have been Automatically logged in Service desk via the mail fetch, it always populates the CC field with the account the emails were originally sent to. To try and clarify, I've created an account called ServiceDesk which is used for the mail fetch, this receives a copy of all emails sent to our main support email address (ITSupport@mycompany.com). The calls are automatically logged just fine but whenever a technician reply to an automatically logged call, ITSupport@mycompany.com
Move users to new domain and new username
Hi We have thousand of user in Servicedesk Plus, now we have beginning changing Active Directory server. That means new username and new mailadresser for all user. If I do a standard ldap sync all users loose there old and current cases. The sync must work like: OLD Username to NEW Username and NEW Domain. Changing all users by hand is way to much work. Can I fix this direct in database? if I look at table AaaLogin I see username and domain. That is all I want to change right now, but changing
email forward
I made a rule in exchange server to forward mail from servicedesk1 to servicedesk2 but business rules won’t apply in the second server after this operation, kindly help me solve this problem
"Connection to RPC server in the workstation failed."
I am unable to successfully scan any of my workstations and servers. The last Windows domain scan was three days ago, which completed successfully. I took three random workstations, ensured Windows Firewall was disabled as that is the standard here, and manually executed scan_setup.vbs which is also used as a user logon script on the AD server. The only thing different from today and three days ago is I updated ServiceDesk from 8109 to 8110 (AFTER my Windows domain scan failed for every workstation).
Moving Support Group
Is it possible to move a Support Group from being within a specific site to becoming a Default group? I have SDP Ent with multiple sites and the majority of the requests are handled by Techs within support groups on the local site to where the request is raised. However, some requests are handled by a Head office site. It is not possible for the request to be assigned to the correct Support Group within the Head Office site unless these Support Groups are configured for all sites. Is there another
Migrate from 'ServiceDeskPlus' to 'ServiceDeskPlus MSP'
Dear Sir/Madam, Hi how should I migrate from 'ManageEngine ServiceDeskPlus' to 'ManageEngine ServiceDeskPlus MSP' , Although I have tried it more and more but it shows me an error which the build number is not compatible during the restore process. and after searching at manageengine.com, I found that the build number of them has totally different. So now I do not know how should I do this? or if it is possible or not ? Please help me !! Best Regards,
Incident - Additional Fields
I'm writing something up at work to access one of the additional fields in incident, specifically it's grabbing the value from the custom field "Estimated Time to Complete" and I'm wondering where that's stored in the database, I've searched through and haven't found anything obvious, so I decided to ask here. Thank you in advance for your help.
Username or Password is incorrect
Hi, I have installed service desk plus 8.1, sql 2008 r2 and windows 2008 r2. When I try to login with the deault administrator password I get the error message "Username or Password is incorrect". The query provided in a previous thread indicates that no deafult users was setup select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser
auto assign
I created the business rules for the sites that I have and configured the support groups members but all requests are being assigned to a specific technician, and in the request details, the site is being assigned automatically , so what went wrong?
Probe user name incorrect, but is correct!
Hi Guys I have a big problem. Probe cant read data from workstations, Looking probe's log,I found this message Last Error : 2202 message : O nome de usuário especificado é inválido (invalid username) 12/08/2012 17:29:04: [54] Credential is invalid for 192.168.5.121 Connection Error : 2202. Last Error : O nome de usuário especificado é inválido. But i'm using the administrator account (administrador@oficinadakasa.local) and password is correct I do a test using wmimgmt from another computer and
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