Question about mail fetching limitation
Dear Support, My customer has been facing the problem regarding mail fetching feature. The system will stop when it received a huge mail from mail server. I need your help to provide the information about below. mail sizing for 1 email what is your recommendation about mail sizing. example is an email should not over 5Mb for 1 email timeout value for SDP what is timeout value for SDP? example is SDP has set 5 minutes for timeout. SDP will stop fetching feature when the sync time has more than 5
Backup build number not compatible with existing build
Hi, Our server died and the last backup we had is of build number 8003. I have upgraded the new server to build 8000 but cannot find a dowload for 8003. Where can i find this as i am unable to restore from my backup until I upgrade my current version. Unless the i can upgrade to the latest and then restore? Please help I'm completely stuck!
SSL signed by private CA
Hi, I'm trying to set up mail fetching in SD+ 8 from a IMAPS server which has a SSL certificate signed by a private CA. I followed the procedure outlined at http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html and imported the CA certificate for the mail server with gencert.bat. If I run gencert.bat again to check I see this: root@itsm:ServiceDesk# ./gencert.bat mailhost:993 Loading KeyStore jssecacerts... Opening connection to mailhost:993... Starting SSL handshake...
Distributed Asset Explorer not work
Hi, Sorry for my very bad english. I'm user of SDP MSP Edition, and I try to check remote Asset Explorer inventory. Remote Asset Explorer scan fine my domain without agent (WMI mode) and collect data from workstations, but not insert in SDP configured as "Central Server". Export process failed. I try to import manually ZIP file generated on Asset Explorer into SDP, but import crash. Asset Explorer send mail report to my accont: Dear Admin, Unable to push the remote server data to central server,
Only users OU showing when fetching OUs from Active Directory
Hi Really struggling to get our users to import from Active Directory again. I've had it working and importing fine, but now when I do a scan for the OUs to import from I only get the users OU (even after clicking on fetch OUs again). It has previously worked ok. I don't know if changing to a 2008r2 functional level for the domain (so only 2008r2 DCs) is causing an issue. I have tried running select * from adorganizationalunits; from a query and it lists all of the OUs including a new OU that
Editing Request to Change Site Sends Another Email to Group
Our current set up is thus. SD@xxx.com = Mailbox name Alias of IT = it@xxx.com Business Rule = If IT then place in Group IT Alias of Maintenance - VT@xxx.com Business Rule = If VT then place in Group VT All requesters have their site configured yet when an email comes in it's site is set to blank. So when we modify the request to show which site they are in upon closing SDP sends another email saying new request. We have two sites (three including one set up for
Replies Creating a New Request Since Upgrade 8016
As above, this has happened before but I cannot find the original thread on how it was resolved. I think we had to run something on the DB. To clarify When we (it@xxx.com reply to a job our address is CC'd as per usual but it now creates a job when we reply. We have not changed any of the notification rules. Thank You D
Error Code 523 - Invalid License File on clean new install
I'm lost with something and need advice. I took my VM server that I had the 8.1 beta on it, uninstalled, cleaned things up a bit and then went out to Manageengine.com and downloaded a clean new copy of 8.0 Service Pack 8017. I run through my typical install granting admin rights and all the normal stuff and when you get to the end the server won't start. So I check the database...no problems there. So i go back and try run.bat and get hammered with Invalid License File: Error Code 523 Please Contact
Authentication keys are not being saved to the technician.
To use the REST API calls SDP requires you to generate an authentication key for the technician. At this point I would have expected that any administrator would be able to do this, but NO you have to use the built-in administrator account. Why??? However once logged in as the local administrator, generating the authentication key is not a problem, saving the generated key is a different matter! The change appears to be saved but if you return to the technician there is no key.
Windows 7
In domain scan or scan now i have to disable windows firewall on windows 7 machines to have this work. Is there any settings i can change so i don't have disable the win 7 firewall as i don't need to do this on XP machines
Asset Scan Problem
Dear Sir, These days when ever I tried to scan an asset which name is 2265 that has assigned to specified user A, the system automatically rename this asset name to for example 2265_old which assgined to user A and rename another asset name (f.g 1014- which has been assigned to user B), to 2265. I mean this matter happens for about two or three months and I have never faced to such a this problem before. so please help me !! Thank you in advance, Best Regards
Preventative Maintenance Tasks are not automatically being generated.
Since upgrading to Service Pack 8017 just 36 hours ago, none of the preventative maintenance checklists we have in SDP have automatically generated. I'm curious if anyone else has seen this sort of issue? I have about 7 daily reports and 3 weekly reports that kick off on Friday morning...and not a one automatically launched. I can go in and manually kick them off...but that's a tedious thing to do. Any recommendations would be welcome.
need your help pls
hi everyone i have got a trial version of service desk plus and cant to run it it was installed correctly but when i want to run it , it does not show home page . i tried it with various port numbers thank you Mina
Duplicate SLA Escalation E-mails
Has anyone had an issue with duplicate SLA escalation e-mails? I have an SLA set up to have a ticket with “Same Day” priority to have a 4 hour completion time assigned. I also added level one escalation to email the supervisors 1 minute pass due (Escalate After). However, Service Desk is sending out an e-mail 1 minute prior to completion and then again 10 minutes later. No idea why. So a ticket that is created at 4 PM is due at 8 PM. Instead of one e-mail notice going out at 8:01 PM, it is sent at
Respect Account over Requester
I want to have the same requester (or same email address as a requester) in two different accounts. I want new requests that come in by email to respect the email address they were sent to and not the first account/requester it finds. Currently I have Requester A in Account 1 and Requester A also in Account 2. If Requester A sends an email to Account 2 it gets tagged as Account 1. How can I stop this?
Query Report Access
As an admin, can I create a public query report and to a new folder that other non-admins can access? I created a report for a certain Role that can only view tickets for their Group. However, becuase they can not view "All" they can not see the report I created for them. How do I get around this without having to logon with that users ID and recreating the report?
e-mail commands
I all, I've a problem with the e-mail commands. I'm trying to addrequest/editrequest/closerequest a ticket, but the only thing I'm able to do is add a new request. In all the other cases (edit, close) I only create a new ticket. I read a lot of solutions e discussions in the forum, but I'm still not able to let it works. I have the following version of SD+ : 8.0.0 Build 8016 This is how the e-mail command is configured: and this is the technichan I'm using and, at the end, these are the mails I use:
Email Notification
Hi, I just disabled this setting "Send notification to group technician(s) when a new request is added to this group " After disabling this, the technicians no longer receive notification emails when a ticket is specifically assigned to them. However in the Notification Rules this setting was not changed. Thanks, Jon
SMTP Outgoing Problem
Hi, We have faced SMTP outgoing mail problem during installation. We aren't using exhange server. We are using IceWarp Merak Mail Server. We can't send e-mails to users via ServiceDesk. By the way, there aren't any problem by receiving e-mails. Error Log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013"
ServiceDesk SMTP outgoing problem
Hi, During the installation, we have faced with an SMTP outgoing mail problem. They don't use exchange server. They are using IceWarp Merak mail. We have solved incoming mails but we can't send mail via ServiceDesk. Problem log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED"
Special Characters in CSV import
When importing asset data using the CSV format, SDP does not properly process special characters such as the Umlaute in German or accented characters. Trying to import CSV files which have been stored in the Unicode format (UTF-8, e.g.) result in SDP displaying the message that the language is unsupported. SOLUTION: Store your CSV file in the Unicode format (UTF-8). Edit your CSV file using a Hex editor (that is an editor which shows the content of the file as Bytes or Octets and not as characters).
Windows 7 - Connection to RPC server in the workstation failed.
Hi all, I am currently in a phase of deploying Windows 7 OS. I am trying to do a scan of the Windows 7 Laptop. I get the following error. For Windows Xp, I have no issue. I have already disable UAC and we do not use agent in our Env. We are using Version : 6.0.0 Build Number : 6013
Agent based scans
Hello, My IT department is trying to switch over from domain scans to agent scans. We disabled the scheduled scans, domain scans, and network scans and then we installed the agent (with scan on startup enabled) on one virtual machine for testing. When the virtual machine starts it's scanned and posted in ServiceDesk as planned. However, anytime a member of our department starts a different virtual machine that virtual machine also appears under 'assets.' My question is: Why are workstations
SQL vs Java Application
Hi, We have our service desk + application running on server 2008 R2 with a local instance of SQL 2008 running service desk. The server has 8GB of RAM which is mostly taken up by the SQL service (the service desk database is 7.5GB), would it increase the performance and speed of service desk to throttle the SQL server down to say 6GB of RAM then increase the Wrapper.Java.MaxMemory= to around 2GB?? Or would this be detrimental?? Thanks
How do I delete a software asset tied to a purchase?
We are trying to clear out all of our assets from ServiceDesk and successfully cleared out all but five software assets. When I try to delete them I receive an error saying they are referred to by another workstation, but there are no workstations listed in assets. It turns out that these software assets are tied to purchase orders in the ServiceDesk inventory. How can I delete these software assets without deleting the purchases that they are tied to?
unable to restore database
Getting error: Please wait ! Restoring in Progress................... Error Tables : SoftwareManufacturer 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO SoftwareManufacturer (SWMANUFACTURERID,NAME,CREATEDBY,SUPPORTDEFLICENSETYPES,DESCRIPTION) VALUES(4203 , N'Boson Software, LLC', NULL, 1, N''); java.sql.BatchUpdateException: null, message from server: "Duplicate entry 'Das sault Syst├иmes SolidWorks Corp.' for key 2" at
unable to restore database
Getting error: Please wait ! Restoring in Progress................... Error Tables : SoftwareManufacturer 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO SoftwareManufacturer (SWMANUFACTURERID,NAME,CREATEDBY,SUPPORTDEFLICENSETYPES,DESCRIPTION) VALUES(4203 , N'Boson Software, LLC', NULL, 1, N''); java.sql.BatchUpdateException: null, message from server: "Duplicate entry 'Das sault Syst├иmes SolidWorks Corp.' for key 2" at
Send fail when requester is External
Hi, I am having a problem when sending replies from within a ticket to external people. It is not giving us any error messages or fail to send notifications. We are using Version 8 version 8016, Windows 2003 and MSSQL. Is anyone else seeing this problem?? Cheers Lee
Request Problem
Hello all Im facing problem with the Manageengine the sent e-mail not displays in the request page , whereas it's received by e-mails. Can any one help me with this issue. Is there any issue related with e-mails size ( I mean total size of all received e-mail).
SDP Upgrading: Database impact from upgrading 7608 to 8016
Hi, I would like to know about the database will get an impact from upgrading SDP version or not? because customer has directly connect to the database to generate the report and they need to know this topic before make a decision to upgrading. Best regards, Songtham
Found 2 Bugs in the business rules
Hello SDP Support, found 2 Bugs in the business rules. 1. When you set the resolution field as mandatory for closure of a request, you can setup a business rule, that the status changed to closed and the request is closed without a resolution. 2. When you have a business rule that uses the priority or any other drop down menu item as criteria and you have a custom content with german signs like ä ö ü or -> and so on, the rule doesn't work. Using build 8016 kind regards Thomas
Service Catalog
I have created a Service Category and some services to that Service Category but it is not showing up to users. Am I missing something?
MC Issues
Hi, i am having an issue with the mobile client which i cannot work out. when connecting through the /mc on the desktop, i can log in fine, username, password entered, domain selected, and is AD auth ticked, gets me in perfectly. If i connect to the mobile client through a device on the same network, no combination will let me in, just gives me the 'Username or Password is incorrect'. To get to the mobile client on the iPhone i also need to use the servers IP address rather than the published name.
HTTP Status 500 - Error
This error occur frequently when i do the following task:1) Close the task by technician 2) when i approval the request by approval link. Kindly suggets me the resolution thanks Regards MAJ HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Mail sending failed. org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825) org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
Problem in send mail
when I try to send an email back to the user fails. I found this in the log record. com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[42]|: Exception while trying to send notification for Request ID : 6|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1134) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:635)
End user custom field not showing in template
Hello, We have a SDP8016 deployment. We are willing to show in the default request template the user email address. As this is not possible directly we have worked out this workaround: 1. Create a custom field for the user, type text. 2. While importing from AD assing to that user the mail AD field, so the field holds a 2 copy of the email address. 3. In the default request template we set that field not mandatory, not editable but visible to users. 4. We reimport users, so the field holds
AD and Local Authentication issue
Hello, I have a SDP 8016 deployment that imports users from 2 AD forests and also allows for user self-registration by sending an email. Those users obviously use SDP Local Authentication. We have realized that users in the AD are able to login with their AD credentials but also with the Local Authentication credentials. This seems to be a big security issue, as technicians have a dual login and the one from the Local Authentication has a trivial password (username=password). To reproduce
Build 8015 and 8016 Dashboard issue
Hi, Dashboard in build 8015 and 8016 Requests by technician chart - technician name column does not have a heading and the technician names are cropped at 11 characters. Is this expected? I have verified this in FF3.6.20, IE8, IE9 and IE10 against both builds. Even the same if you click "View All" - there is loads of blank space in that column before the "Open Calls" count, but still cropped at 11 characters and ends in "..." Can we get this fixed? Thanks, Dean
Purchase Order Generation...
We are using version 7.0.0 Build 7020 and are trying to use the Purchase Order area but are stuck in that technicians can't create orders because they can't add products, etc. Is there a way to give users that kind of access? Thanks.
Request additional fields
I just downloaded the free SD version to test it out. I created a couple of additional fields but I don't see them when creating a new request... Thanks.
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