I've lost my inbound e-mail
I've noticed that I've lost some my inbound e-mails... Here I see request that have inbound e-mail from requester And here I can't see them :(
Server restarts all the time after restoration from full backup.
Hi! I have a problem with Service Desk after having restored from full backup (ver.7.5SP6). The server restarts again and again after the message Server container loaded If I make a clean install of version 6 of SD it starts correctly with clean database, but after restore it hangs like that.
Editing Bug when you want to change a report ???
Hi All! Some Settings dissapear when i want to edit an existing report. I do the following: 1 ) Go to "Reports" 2.)Open an existing Report (i.e. "All Calls from creation Date") 3) Use the "Edit" Button Now you see "Step 1 ", "Step 2" and so on where you can edit it. Change something and start the Report 4.) Now klick "Edit" again. 5.) For 1 second 1 see "Step 1 ", "Step 2" and so on....and then it is gone...i cant see or edit anything....??? I have to close it and open the report again and
mail fetch stops working
we've been only using the mailfetch for a week now, but over the weekend it stopped fetching email. mail server = exchange 2003 protocol = pop SDP = 7604 I've tried stopping and starting from within SDP, no luck Tried restarting POP-service on exchange, no luck Tried logging in to the account using webmail works fine and there are 3 mails waiting to be parsed. Telnet into pop account from SDP server works fine. Log-view shows no errors. I have attached support logs
JVM exited unexpectedly
Dear, I just downloaded Service Desk Plus and Installed it. After finish installing, the Service Desk Plus can't run. It just stuck in the "Loading Database Modules", and then it will start over and running a loop. I used Windows XP Profesional SP 2 and choose Enterprise Edition when installing, and also choose to use MSSQL as the database cause I already have an existing SQL Server 2000 in my computer. I stumbled across a file that looks like a log file.. wrapper.txt inside the bin folder STATUS
Java OutofMemoryError Crash
Running 7.5.14 on Windows 2003 Server. Getting a Java OutofMemory error that crashed Service Desk yesterday. Want to avoid it in the future - is there a supported method of increasing the heap size? [14:27:26:105]|[03-15-2010]|[SYSOUT]|[INFO]|[63]|: Low Memory detected: Thread: Thread[Thread-1,5,main] Exception:: java.lang.OutOfMemoryError: Java heap space [14:27:26:105]|[03-15-2010]|[SYSOUT]|[INFO]|[26]|: [JBOSS] Engine: StandardWrapperValve[action]: Servlet.service() for servlet action threw exceptionjava.lang.OutOfMemoryError:
Can't access mobile site using Windows Mobile 6.5
I have a Windows Moible 6.5 device and am unable to access the mobile site for ServiceDesk Plus. I don't even get a login screen. I know the site is availalbe as I can access it from my computer from home but when I put that same URL into my phone browser it fails and tells me the site timed out. Is the port the same for the mobile site in the latest build, 7602 for mobile clients? I am entering http://servername:port/mc. It works on my PC but not my phone. Thanks.
Scan network for switches and routers
Hello. I'm trying to add my switches to assets list, but when I add network, for example, 172.17.0.0 - 172.17.0.255 and specify snmp community (RO or RW) I'm getting an error "General failure while scanning node." for every switch, router or access point while scannig the network. Any ideas? thanks
When closing/resolving Jobs SD sends a new job notification.
7604 This only happens to one technician and if you check the servicedesk there is not a new job listed but the request ID's have incremented. Also the 'send email on closing to tech' notification is NOT ticked. Thanks
Site problems
hello, could you please tell me what does this error mean? Error Code - 1,268,730,590,655
Default Request
We've just noticed that the Vendor field in the default request form is defaulting to one of our vendors. When I try to change this in the default request in Admin, it keeps reverting back to the vendor. I am logged in as Administrator when trying to make the change
How to install 2 Services Desk Plus Application in to one server?
Hi, Currently I want to separate SDP in to 2 systems with difference data and structure. I tried to install another SDP in same server that currently running, but it always ask for uninstall the currently running. Do you have any solution for this issue? Regards, SOPHAL
Duplicated workstation/server entries appear in unassigned licenses
Have added software MS Exchange and the number of licenses we have purchased. However, there are duplication entries for workstations/servers in unlicensed installations. This is causing us to look as if we are out of compliance. Any ideas?
Purchase Orders = Assets
When completing a Purchase Order you can receive items when they arrive. Is there a way to NOT allow the system to enter those items into Inventory/Assets? We are starting to really fill up our Assets with junk that we have no intention of tracking. I know I can go in after receiving the items and just delete them but I would rather have the option to just not have them go into Assets at all. Is this possible???
Problems with upgrade from 7514 to 7600
Problems with upgrade from 7514 to 7600, after completion of the backup procedure of the tool updatemanager abort the installation, following in the notes on the error log.
Adding software license asset error.
hi there, I've just tried entering a new software asset by clicking on 'Actions, Add software license' from within a scanned software asset. After entering all the details, I get this: 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: Cannot find bean vendorList in scope request org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
Upgrade SDP
Dear All, please i need your help with urgent thing... i install the beta 7.6.0 build 7591 on my production so now i want to download the release 7.6.0 build 7603 i try it but i can't restore the data if i have new installation when i try to uprade it can't please how i can upgrade from this build to that build need your help need manageengine support help i am sure there is a way to do this upgrade... Thanks Alaa
Issue with 'Jump to' feature
I have OpManager installed; however, I don't see anywhere to configure the 'Jump to' link to connect... The link for OpManager points back to SDPlus:port Thoughts?
Windows and Network Scan
I appreciate this topic has come up again and again, but I havent found the answer yet. I have run a number of Windows scans which picks up may 50% of the workstations/laptops and servers in the environment. The other ones we get DCOM errors or a cant connect error. If i run the network scan, it picks up lots more machines, but the erros remain. For example it cannot pick up my machine. Firewall is disabled via GPO, and i have run both the vbs scripts supplied in raised admin rights, but still nothing.
Associated Requester site not filled in new request created with the API
Since upgrading to the new 7602 release, every new requests created with the API don't have any site specified. It used to automatically associate the newly created request site with the requester's site, and now it does not anymore. Anyone having the same issue? Anyone found a solution for this? Thanks in advance
Probleme when deleting Sites
I am running SDPlus 7604 with MSSQL 2005 I have lot of Sites I want to delete. When trying to delete I get a message that it is used by another Module. I have tried to find those dependencies, but still I get this message. How can I get these Sites deleted?
Asset allocation issues
Hi A lot of my assets are coming up at workstations when they are infact printers, switches or routers, how do I change these, once they are imported into SDP as a workstation by default I can't see how I can change them
After setting tickets resolved, emails from the users dont reopen them.
This used to work until we upgraded to 7603.
SDP Error
Hi, When I tried to access Helpdesk requests today I received the error message in the attached document. I shutdown the SDP server and even reboot the physical server and still receive those messages. I am running SDP 7.6 with the latest service pack.
Solution Error While Sending For Approval
After send approval request for the solution, user can not view the solution detail, is this a bug?
Emails not being sent on Resolved since upgrading to 7604
When setting the Resolved status (either on the Request tab or the Resolution tab) the emails are not being sent to the user. All the configuration is correct as far as I can tell, sending emails works if I just reply to a request, but the notification rule for Resolved doesn't appear to be working.
why always coming first responce voilated
why always coming first responce voilated
Email command function in Servicedesk
Build 7.6.04 - I have an issue with the email command facility. If I send an email from my gmail account to servicedesk formatted as follows: Subject is @SDP@ Testing Email Command Message contents: @@Operation=AddRequest@@ @@Group=Test@@ @@Category=Admin@@ @@SubCategory=Record For Info@@ @@Resolution=Recorded for Info@@ @@Priority=Low@@ @@Impact=Affects User@@ @@Urgency=Low@@ @@Status=Closed@@ This all works as it should - I see a new Closed request in my "Test" technician group with all the fields
Getting "null" when logging in
We are testing the product and most test users can log in fine via the web page. One user cannot log in and receives a red "null" instead of the usual "Invalid loginName / password" error. The user's account in AD fine and can log on to other web sites (e.g. OWA) with his credentials. Any thoughts on how to troubleshoot. Tony
Attachments for resolution, when using "search solution"
Hi, I created a new solution template, with an attachment. When i'm resolving a request, going by "search solution", and "copy to resolution", the attachment will not appear in my resolution field .... There is only the description of the solution template, but not the attachment. The only way to give to a requester a resolution with an attachment, both at same time, is copying the url of solution template directly in the resolution field of the request, like that the requester click on the link
Upgrade info
Just wondering how long an upgrade from 7000 to 7022 should take really ?
Searching for request information not producing results
We are experiencing some wierd behaviour when searching for information in requests. Before logging certain types of requests we search for a batch number that could already be reported. That way we don't report duplicate requests to update a batch. What we are finding that pretty much in all cases if the batch number is in the subject line the search will find it. However if it is in the body of the request it may or may not find it. Doesn't seem to be any pattern to when it will find and when it
HTTP Status 500 Apache error in Service Desk Plus
Since we upgraded to SDP 7.6.0 build 7602 we started to receive occasional HTTP status 500 exception report errors (The server encountered an internal error () that prevented it from fulfilling this request.) while searching requests, updating a ticket, etc. I also generated a support file and attached it and a .jpg of the error message to an e-mail to support@servicedeskplus.com which created request id 6288110. I also attached the jpg of the error message to this post.
Problems with CSV file importing additional requester fields after AD import
Hi to all, I've experienced some problems to import additional requester fields from CSV file. First at all, I've imported the Requesters from AD and works perfect. After that, I've tried to import additional fields to existing requesters but the application duplicate them. I know that the name and login must be the same to overwrite the information, but it doesn't work. I put you an example of CSV, to know if I do something wrong: Directory Name,employeeid,E-Mail,additionalfield2,additionalfield2,Loginuser,Password
add work log --> time entry to a date in the past adds to current days time
Hi, when i forget to add a work log after working on a request and want to correct this the next day, i change the date via the "executed time" field in the "add work log" procedure. But the time spent adds to the day i make the entry rather than the day i choose in the "executed time" field. Hope you can understand what i mean... Is this a bug or is my thinking wrong? Thanks for your ideas, Uli
Backup scheduling problem
Hello, I have the following problem, the backup tool in help desk is not working. The last backup was on Feb 12th - 3:51 PM, the next one was supposed to be on Feb 13th but it didn't do it. So I manually change it to Feb 18th, we are currently on Feb 22th and still doesn't do it. The backup schedule is enable. Every is set to : 1 day. Backup location: is: C:\Backup There is space in the hard drive. Your prompt help is really appreciated. Thank you Best Regards PS. I try to post this with IE
Import Font to SDP System
Hi, Currently when we create new request or post any Solution, it show only 6 built-in fonts, but we want to type in our language fonts (Limon S1, Limon R1....etc) Does anyone know how can we import other font to the SDP system? Thanks.
Removing resolutions!
Hi, Whenever a problem is closed the resolution notes entered is automatically populated within the Solutions tab. Rather than clutter the resolutions tab up with stuff we dont want to see we opted to remove the aforementioned resolution/s from the Solutions tab. However doing this removes the resolution from the problem too! I don;t want every resolution in a problem to add itself to the solutions tab. Can we stop this from happening. It's annoying to say the least!
How to skip service tag in Domain scanning?
In service desk Plus while performing Domain Scan e.g PC1, 2, 3, 4,5,6,8 if we scan PC7 it will appear and when we scan PC9 PC7 get disappeared in Service Tag field display 00, System Serial Number, 123456789000 In forums.manage engine.com we found that the issue is related to Service tag or IP address how to fix this problem or to scan with out service tag. (Service Desk Plus Version : 7.6.0 Build 7604 )
Ran DCPROMO on servicedesk server and cant set permissions to domain
I have been cleaning up my domain and one of things was building a new DC with 2K8. I did this and wanted to get rid of one of the 2003 DC's which was one who happened to be doing all sorts of SQL stuff and held the servicedesk. After running DCPROMO, all the access was stripped from the database and the windows internal database would not start and no domain account could access servicedesk. I set the windows internal database to local logon and it started but no domain accts could access it.
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