Unable to start th DB
I try to upgrade ManageEngine ServiceDesk, but it fails... info: (Unable to start the DB. Possibly server is running if so please shutdown the server (or) Previous upgrade is failed and the message for the same will be displayed in the command prompt) 1. server is not runint, it never have been started - fails 2. I didn't upgrade this soft before any ideas?
Autofill the Requester Field in Requests / Incidents
Hello all, is it perhaps possible to fill the Requester field by default with the name of the Request creator? Cause I don't wanna use it for customers to create requests, just for the technicans and it would be nice if this field would be fileld automaticly. So my technicans would not have to dill this field all the time. Ot is it possible to disable it? Cause It isn't removeable in the templates. Kind regads Thomas
Migration from MySQL to MSSQL
I've tried to migrate my ServiceDesk+ from MySQL to MSSQL. I've backuped the database, changed the database type and then tried to restore the database from the backup. The restore didn't work because of duplicate entries (see attachment). What went wrong? Chris
Erro: Request does not fall under your permitted scope. So you are not authorized to update the same
We are seeing this error when trying to close/edit old tickets that were imported into SD+ from a previous helpdesk. The import procedure was done with ManageEnigine's help. I've already confirmed that the technician in question already has access to all groups and sites in the system; so this is not the issue. Help??
Unexpected entries in description field when replying to various requests
When replying to various tickets inside SDP (running Service Pack 8013) I get the following quirk in both Internet Explorer 8 and Firefox 5. Look at the first two lines in the Description box: Category & Description should not be in this box. We do NOT use any reply templates at this time. Can anyone explain where this is coming from and how to keep it from appearing in our replies? Thanks, Jamie Las Vegas, NV
CC field in SDP 8
In ServiceDesk Plus 8: when replying to a request the cc field seem to be per-populated how do i stop this as i do not want it
Parsing e-mail's from some web-mail services
Good day. If SDP receive message from some web-mail services who has in message body line with tag <base href="http://some.base.href/"> where some.base.href - any URL, then all links in SDP ticket include this base URL from tag and we can't reply/forward or save attachment or navigate in the SPD menu, because all links looks like http://some.base.href/servlet/HdFileDownloadServlet?module=Request&ID=112&delete=false or http:/some.base.href/WOListView.do etc.
Cannot create custom views
If I try to create a custom view to filter service requests, once I save the view and select the new view, IE goes into an endless loop and does not display any data. It merely attempts to refresh the screen every half second. We are using: Windows Server 2003, SP1 Windows XP Pro, SP3 IE6 (with no prospect in the near future of upgrading. SDP V8. Build 8009
requests assigned to group from web form not really assigned
The requests go unnoticed because they seem to be assigned to a group by the user in the webform. But in reality they are not. The group email is never sent and the technicians in the group can not see the request. Only by manually checking every request that came in thrue web form, we can get rid of the problem, but sometimes we fail to do so, and request stay unnoticed for more then a week. Ofcourse this is unacceptable, why is this serious bug still not fixed? It has been promised a couple of
about mailbox
hi! I'm have a problem. I dont understand why necessary create two mailboxes and i don't now how to do it. Pleace explain me Thanks, inessa
Service Desk + - Preventive Maintenance tasks fail to start
Hi there, We migrated our SD+ 7.5 build from a win2003 server to SD+ 8.0.0.8 on a win2008 SR2, and since then have noticed that the preventive maintenance tasks fail to run unless the SD service has been stopped and restarted. We've had a look at the serverout logs to find what actually happens at those scheduled times but cant see anything out of the ordinary, apart from the fact that theres no entry for those tasks. Currently all we have as a workaround is a scheduled task to stop / restart the
Service Desk url cannot be browseable.
I am unable to browse my service desk url. when in morning its working fine. suddenly i am unable to access it. where i have secluded backup running daily but it is scheduled at night, secondly i have schedule a AD sync on daily basis. suddenly i revived error on my Event log that Category: wrapper Event 100: description: configuration error see logs. kindly update me about the solutions Note: we are using SDP 7.5 Version..... SDP manageengine Service is running i have also restarted that but problem
Trouble with mail server sertificate
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 get this error, then i configure mail server settings.Please help me!!! Incoming port IMAPS 443, Outgoing Port SMTPS 25
Approval Status is not updated
Hi, We have this issue wherein after a CAB member has approved a change request using the email link, the Approval Status of the change request stays at N/A. If we go to the Change request and down to Approvals it already shows as Recommended However if the CAB member opens the change request using SDP and approves the change, there is no issue. The change request approval status will show as Approved. Thanks, Jon
Display Service Catalog to requesters
Hi I seem to have a minor issue where my requesters cannot see the service catalog, how do I turn thhis feature on so requesters can request service from this feature? Regards MW Your Version : 8.0.0 Build 8013 MSSQL
Error starting after upgrading from 8003 to 8013.
Hi, On upgrading from 8003 to 8013 we recieve the following errors when running "sh run.sh &" command. ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [FAILED] AdventNetCC [FAILED] SQLOne Search
How do I remove Acquisition and Expiry Dates
I have leased printers. I added the lease date information into the acqusition and expiry date fields before descovering the lease date fields. It won't allow me to delete the dates, only change them. How do I remove the acquisition and expiry dates? Thanks
after update windows help desk not work !
hello , i have server with windows 2008 r2 after update windows the ManageEngine ServiceDesk not working more i try to start service but it stop , i take full back up and try to restore it to another server still the same problem . wrapper log : STATUS | wrapper | 2011/07/01 19:52:49 | Launching a JVM... INFO | jvm 9 | 2011/07/01 19:52:50 | TRYING TO STOP DB WITH COMMAND:::stopDB.bat ../mysql 33366 root INFO | jvm 9 | 2011/07/01 19:52:50 | This copy is licensed to AdventNet INFO |
Subcategory and Items are not sorted
Hi guys, We have this issue where the subcategory and items are not sorted in the Incident Template. In the Admin page everything is ok but in the Incident Template itself we have the unsorted issue. Has anyone encountered this as well ? How was it fixed. Thanks, Jon
SD+ V8.0 Recent items
Can you please rechange the behaviour of "Recent items" default opened in stead of default closed? Best regards, MF
random issue using firefox 5
When using firefox 5, the text into the field "description" (in service catalog part) is randomly displayed (with an admin login or requester login). The most "fun" is when login a service request, by pressing several time "F5" on the form, you can see the text appear and disapear. This issue only happen with Firefox, we do not have the issue with Internet explorer 9. Thanks in advance... Mathieu
Tab change blank
By accessing the the tab changes is not presenting any information or even error. Thescreen simply goes blank Since the application was restarted. Version 8.0 build 12.08It happened with someone else? What is the possible solution?
Escalation
Hi, I need to escalate service requests based on service itself AND based on SLA. What I mean is (eg.): “Access request” for application is inserted on SDP (SLA High); Service Desk doesn’t resolve this issue; 15 minutes before SLA be broken the 2º line group responsible for this application receives the request; If 15 after SLA be broken and if the 2º line group doesn’t resolve the issue a 3º line group receive the request; 30 minutes After SLA be broken sub-director of this area receive the request;
wrong link for approval, after changing the service desk website
Hi, Our company has chaged the website of the SDP. Now when you send a request for approval, the link visible for the approver is starting with the old SDP address, is there any way to amend it to the current address? Mario
Access is denied errors
I keep getting access denied errors when attemting to perform SDP commands. UAC has been turned off. I am logged in as an admin. backUpData results in the following error: C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database started java.io.FileNotFoundException: SDPbackup.log (Access is denied) at java.io.FileOutputStream.open(Native Method) at java.io.FileOutputStream.<init>(Unknown
Option to send notification off but system still sends
Hi we have disabled the option to send notifications to requesters when a ticket is closed. However the system still sends a notification anyway. This is very disruptive, for example we try to close a ticket, the system sends a notification to the user, but this user's inbox is full so we get a message from the System admin saying that the user's inbox is full. As a result the ticket is reopened. This happens anytime we try to close these types of ticket. And we would like requesters to have the
how to disable some AD user can't login to server desk ?
Hi all, In my company, the is a specific department that need to deploy a server desk for all this dept users, but other department users need not to login,and all the users are in a AD server, so, how do I specific only that dept user to login and disable other users ?(also we can change the port, but this not a good choice, furthermore, I delete the import user from AD, but this user can also login)
Notifications not working
I installed and started using the free version of Service desk plus on 4/7/2011 and about 3 weeks ago the notifications and mail fetching stopped working. I have not changed any settings except to update the mail server settings email passwords. I have verified that the ports 110 and 25 are both open and working on our exchange server. Also I upgraded to build 8011 hoping to solve this issue but it did not. Does the free version not include this? I am the only IT person in my company. Version
servicedesk plus 7605 migrate to another host (windows)
Hi, I'm having a problem when I try to migrate servicedeskplus to another host. I've made the backup using backUpData.bat, and I've instaled the same version(7605) on the other host and made the restoreData.bat. The problem is that I cannot open the servicedesk home page. Besides that when I try to upgrade the build product, the database gets corrupt. Anyone with the same problem ? thanks in advance, Miguel
Help on edit user
Hello, I've Service Desk Plus 7.0 and I would like to edit a user, but this user as SADmin propertie on him, how can I edit him to take that propertie and to access that user, I'm also SADmin but I'm unable to edit him our the administrator user, also I try it with administrator access to change this user with no sucess. How can I edit ? in SQL ? which table? Best regards.
Cannot start ServiceDesk Plus
Dear Sirs, Please help to check and solve our problem as below: SDP run well after the installation is completed. However when we try to restore the database from a backup file it can not start anymore but stopping at "Application Layer Started...." Please see the below for reference of command line screen when we restore the database: ******************************************************************************** * Restore DB Setup Wizard ********************************************************************************
Report Generation not inlcluded in the Reports
I would like to create a report from the assets for the following details: 1. must generate report for total of computers using a specific software like Microsoft Office 2010. How could this be generated with the following fileds, Computer name, User, Workstation or Laptop, Site and Bios Date. Thank you. Hoping to here from you the soonest...
body of email not being received since moving to exchange 2010
using the latest version/build of SDP The body of many of the emails to SDP is missing from our tickets since our mail service has been migrated to exchange 2010. We connect via IMAP and POP is not an option as it is not supported in our organization. I understand this is a known issue and wondering if there is an update as to when this will be addressed as it is making our SDP VERY difficult to use as our users have to be asked to email their requests a second time to personal email accounts of
High Memory Utilzation and many instances of Java.exe process
I'm using ServiceDesk 7.5 (build 7504), and I have some problems with two process (java.exe and cmd.exe). This Process are running por more of 30 times with a bit of memory for each. These processes consume all my RAM. There is one picture: How I can solve this issue? Regards, Pablo.
two different computers acting as one....?
I have two sets of three computers each which seem to have some sort of odd relationship within SDP. I'm not sure exactly how to explain it but I'll give an example. Step 1) Scan Computer USERNAME-XP-01 successfully and see accurate computer and information in SDP. Step 2) Edit USERNAME-XP-01 to provide Barcode, Site, User, Department. Step 3) Scan Computer USERNAME-XP-02 successfully however it retains customization information provided in step 2 and now USERNAME-XP-01 is no longer listed as an
Time Spent Reports
I previously requested this in an email--here we go again... We need to see time spent reports that are more comprehensive e.g., REPORT BY TECHNICIAN - Report needs to show TOTAL time spent on requests (request work logs and associated tasks). We need to see both columns in the report. The report should list out all of the requests that the technician has time posted to (in either the request work log or the associated tasks). REPORT BY REQUEST - Report should list out each report with Technicians
8012 unable to login
I have upgraded SD+ to build 8012 on my test system. The "log on to" dropdown selection box does not appear at all - so I am unable to connect at all either with a domain or local account. Please advise urgently. I have also logged a support ticket via email. Thanks, Dean
mail fetching & batch scheduling
Hi, I have some problems regarding batch scheduling and mail fetching but I can't find any error logs and I want to restart the server. do you have any suggestion to do before restart the SD server? Thanks, Songtham R.
Incident Templates will not assign to Group when submitted by a Requester
Your Version : 8.0.0 Build 8007 After patching to 8007, When a requester uses a Service Catalog or Incident template (even default) The request does not go to the Group assigned to the template. (Normally hidden from Requester view) But if a Technician or an SDAdmin creates a request using a template, it goes to the correct Group set up in the template. I did some testing and configured the Group field inside the template to Requester can Set, Requester can View. The field is present in the
How to downgrade / uninstall Service Packs
With each passing day I keep finding more and more problems with Service Desk Plus Service Pack 8011. From template problems to duplicate groups to now having technicians just vanish from the system, I've hit my breaking point. I want to have instructions provided on how to roll out this buggy release so that I can provide my end users with the stable platform they deserve. And I am asking this in public so that others who are suffering from the same problems can find some relief.
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