Problem starting server
Can't seem to find any logs that it refers to but this is the full message. [root@support-server bin]# ./run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/AdventNet/ME/ServiceDesk JAVA: /opt/AdventNet/ME/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true
Disable Due Date rule on Incidents
On service catalog forms the Disable Due Date works fine, But On Incident forms this rule doesn't works!
How to redirect to non-standard SSL port?
Hello While enabling SSL on SDP, I find that when I go to http://helpdesk, I am redirected to https://helpdesk, and port 443 is assumed. I am running SDP on a different port (9443), but I can't figure out how to redirect traffic to that port. Help? Thanks..
Analytics Syncing issue
Hello, We are getting the following error in ServiceDesk at least once, if not twice a week: FAILURE :ManageEngine Analytics Plus periodic data synchronization is getting failed in past 48 hours continuously, hence the whole ManageEngine Analytics Plus synchronization process is suspended. You can obtain the error log files from Support tab by clicking on the Support File link in the ServiceDesk Plus application and Capture the screenshot of Advanced Analytics Integration page or contact our support
Changes not saving to tickets, cannot assign technicians etc 10.5 Build 10501
We upgraded ServiceDesk from 9.4 Build 9422 to 10.5 Build 10501 through the 3 upgrade packages, no issues at all in that respect and after upgrade we can log in, view all tickets, create tickets. The issue is...we can't assign them any more! If you try it from the main screen an error pops up Failure. Request ID(s) cannot be assigned to the selected technician, now here is where it gets weird if you click the ticket and 'edit' then select the technician that way it says "SUCCESS:Request(s) updated
[SOLVED]Remove ESM Instance Owner
Hello, I am currently the owner of an ESM instance and I would like to remove myself as I no longer require a license in that instance. I set it all up for a team and now it has been handed over they would like to add another user. I don't need access to their instance anymore. I tried to get another user with Org Admin privileges to remove me but that did not work. If this is not possible then what do you do if someone was to leave the company and an instance cannot be removed? We are running version
Exception while trying to send notification (Email)
We were using Manage engine Servicedesk Plus for quite long time with 9.2 version, I have upgraded this step by step as recommended now we are using build version 10.5. But after upgrade email notification is not working for any incident ticket create/resolve/close & email from ticket is also not working. Getting error has "Exception while trying to send notification for the request." I have configured it correctly on outgoing email settings but still it's not working. Need you assistance to solve
[SDF - 66538]How to include mail_Im_responding_to_timestamp in a request reply?
If I reply to a mail in a conversation under a request, my template for the reply doesn't include the timestamp of the mail I am responding to. I would like the timestamp to be included. Is that possible? Example: In a request I have a conversation going with servicedesk@company.com.about a problem they are to correct. They have sent an email to the request on 2019-02-22 12:30 with the message "Will be fixed shortly. Just hold on!". Now, over a week later, they still haven't solved the problem and
[SOLVED] Asset Explorer central server settings arabic unicode issue [SD-88462]
Hi, I installed Asset Explorer v6.7.10 on other site and wanna to scan assets as distributed, but when I set and fetch ServiceDesk Plus v11.1.16 server settings, I get ???? ?? as site in Data Settings section like below image: and after select ???? ?? and click on Export and push data to Central Server now return error me: What should I do? Do you have any solution to resolve this issue? Thanks for helping
changeDBServer to MS SQL Question
We're evaluating SDP and while configuring and changing database from PGSQL to MSSQL, i couldn't created database. I'm also evaluating Desktop Central and was able to change the DB to MS SQL without a problem, I am only curious about Master Key Password field. I didn't see this in DesktopCentral, what could it be?
Search request content by requester
Hi, I technician view, we can search in content of request and note and others, but in requester view, he can't search in content of his request. Do you have an alternative way for the requester to search in the content of the request?
New Service Category
Hello, We are using ServiceDesk Plus Free version. When the Administrator adds a New Service, that New Service appears on IT Service List, but can't be seen by the user who wants to report a problem. Users can see (predefined) default categories only. How can we make a new service category visible to any user? Thank You
add attachement v3 api empty response
i'm trying to add an attachement to an existing request through postman and the response sent is empty other endpoints are working correctly,any help? i'll attach the postman request.
[SOLVED] Requester don't access on "I am looking for a Solution"
the Requesters don't access on "I am looking for a Solution" but they access at solutions tab. service desk version is 11.1 Build 11121 on windows server 2016 with active directory authentication.
Table list header title not change in non-english language
Hi, When we define Portuguese as the default language of the system, the language of all users who have selected the default language is Portuguese, except for table headings. Like my attachments.
[SD-88175] Popular Solutions Widget Error
Hello, We have a problem with using the Popular Solutions Widget on the self service portal in SDP. A user can click into a solution or click the solutions tab that works fine, however the 'search solutions' box always gives a 'You are not authorized to view this page' screen. We are on version 11.119 (note this was also happening in 117 and 118) Is there any fix for this? Thanks.
AutoClose v3 doesn't work?
Hi All, Could you help me to get the below working? https://pitstop.manageengine.com/portal/en/kb/articles/how-to-automatically-close-requests-that-are-in-a-specific-status The issue started with the report itself which I've changed to the following to show onhold tickets that haven't been updated by technicians in a week: select workorderstates.workorderid from workorderstates inner join statusdefinition on workorderstates.statusid=statusdefinition.statusid where statusdefinition.statusname='Onhold'
headers in request table
there is a problem with my Servicedesk plus in requester portal when language is in browser default mode, Titles are displayed in English in the request table in a non-English language And when requester changes language to a non-English language, will be corrected Our ServiceDesk Plus Build number: 11121 Database: SqlServer
[SDF - 69025] Advanced search for requester
Hi. How can I enable advanced search or default search for requester?
SSLv2 enabled on port 9000 but should not be
I have deployed the AssetExplorer agent as part of our ServiceDesk Plus system, I disabled all protocols except for TLS1.2 as seen below. Agent version is 1.0.32 I saved and downloaded the agent and deployed it, and you can see on the clients the registry options look to be OK per what I setup in SDP for the agent. However, my vulnerability scanner (Nessus) has detected SSLv2 (only) enabled on port 9000 of our clients now. I confirmed by using OpenSSL client to test: And it fails on SSLv3 and all
[11.1 Build 11100] Intermittent Email attachments not sending
Hi There, We have a ServiceDesk Plus and recently sometimes when sending an email with an attachment, the attachment is not sent. For Example, in the attached image we have an email sent from Servicedesk plus showing an attachment - this attachment was 80KB. By the time the email arrives at the next hop (Our Exchange Server) the email is only 2KB so it seems as though despite stating an email had an attachment, the attachment was never put on there. Is there any solution to this? Cheers Paddy
Teams Integration
Anyone else attempting the Teams integration instructions yet (https://help.servicedeskplus.com/integration-with-microsoft-teams)? Keep getting the below manifest parsing error when error when trying to install the app in Teams... Error while reading manifest.json: "staticTabs[1].name" is required "staticTabs[1].contentUrl" is required "staticTabs[2].name" is required "staticTabs[2].contentUrl" is required
ServicesDesk Doesn't start after update
Hi: I have a Servicedesk version 11000, it's working fine, but when i did an upgrade to 11100, after all the update process, the service doesn't start, i tried with run.bat from /bin directory, but i doesn't start: I reinstall the service with sd_service.bat -r and sd-service.bat -i and it doesn't works. Can you help me please? Thanks a lot
SDP OP with Teams integration
Hey all, So I follow the instructions on how to integrate Teams and SDP OP 2x, I also removed the lines from the "manifest.json" as per Teams Integration. But when I go to my request tab i get a blank screen as per the screenshot below. i even went ahead and replaced the URL with Https://google.com and still the same screen. Did anyone get this working if so can you please share.
Adding Notes/Comments and Updating request Tasks does not trigger a Update on Requests
Hi All, We have a custom trigger that triggers any time a request is Created or Updated. What it basically does is send information to our Helpdesk partners ServiceNow instance. However the challenge we are seeing is that when a Note is added in SD+ or when a Request Task is updated in any way it does not register as an update on the request. Because of this the custom trigger does not get triggered. Is there a way to fix this or is it a design issue in SD+? If by design, then this is a poor
Approval flow for an SR
User adds request --> Goes for Level 1 Approval. If it is approved, it goes to Level 2 Approval, and so on. Requirement is: 1. if the request is rejected in Level 1 approval, the user needs to edit the request and resubmit for approval. 2. if the request is rejected in Level 2 approval, it needs to go back to Level 1 approvers/users to verify. is it possible to achieve the above two requirements? We are using Service Desk V10.5 Looking forward for your Support.
SLA Timer (On Hold Status)
Hello, Guys, I need help. In our installation of ServiceDesk Plus, we have a problem with SLA Timer. Despite we have set timer stop for On Hold Status (default) timer don’t consider pause. For example SLA 4h, timeline: work – 4,5h, On Hold (wait for Customer response) – 8h, work – 0,5h, closing the ticket. Service Desk calculates 9h of delay, instead of real 1h. How can we configure the system in our way?Thanks for help. Damian
When I create PO, I didn't see services that define in Vendor Services page as manually
Hi, For keep integrity of data, I defined all services in Vendor Services, but when I want to create PO, I didn't find my services in select field. Also when I create service in PO page with quick add service in below of select, I can see it, but I can't see all services that created in Vendor Services. Also I have this problem for products that exist in Product page and I can't see these products in PO product selection list. I think it's bug. What should I do? Do you have any solution? Build No:
Switch from IMAP to EWS - connection refused
We are trying to switch from IMAP to EWS so we can disable IMAP/POP on our Office 365 tenancy. We have confirmed our settings but are getting a connection refused error when we try to save the settings. We enabled debugging in the log and can see this reported below. We have also tried pasting the EWS connection string into a browser on the server and this generates a credential prompt so it appears to not be a network issue. We're running 11.1 Build 11103 [08:26:29:839]|[07-10-2020]|[SYSERR]|[INFO]|[53]:
Problem in Initializing Postgres !!.. Kindly check logs...
I've met this problem for many times. The server OS is new installed and I ran the Installation, during the install process, this message came out. However, move to the install directory and ran sh run.sh can still work. Got confused about this alert. for more info, see the entire log zip.
Restore backup data fails with . ./setcommonenv.sh not found
Hi all, I just install new ServiceDesk Plus 11.1 build 11120 on Centos 7, the installation is successful and I can start ServiceDesk normally. Then I test restore feature, the console appear this error: bin/restoreData.sh: line 8: ./setCommonEnv.sh: No such file or directory Do anybody have any idea to fix this problem? Best Regrads, Tin Nguyen
Department Cleanup
I've posted about this before and I've seen other people with the same issue. The answer is always unsatisfying. But now it's a problem for me. I need a way to clean up old departments. Every single department I want to make go away was created because of an incorrect spelling on user info from an AD import. But now we have a new issue. An asset import was done and the wrong column was selected for the Department field. So it created a whole slew of new departments that I cannot get rid of. I thought
re-opened tickets and subject issue
Hi, Kindly help is below issues: 1- when user is replying to old ticket, it reopen the old one but it shows in the old date of ticket. please help how to make ticket with new date if its reopened 2- when user is sending ticket with same subjet even if its new request, it is merged with the old one and its not showing as above issue if its old
Survey Reports - Insufficient Privileges
Why is it when I click on Reports > New Query Report > Search Reports > Survey Reports, it takes me to https://pitstop.manageengine.com/portal/community/servicedesk-plus/query-report-survey-module?did=35-1015-2019-08-19-02-21-03-87823 which generates this?
Mail Server Settings - Error
Hi everyone My support desk stop fetching email starting since 1/7/2020. Tried to restart but it will stop again. So, we decided to change the password in O365. Then rekey the password into support desk again. But when try to save the setting in support desk, system prompt me an error, in the attached file. I am able to login to my O365 without issue using the new password, so I don’t think this is an authentication issue. Can any expert help on this as the system already stopped for 2 days which
LDAP logon issue after update Service Desk to newer version.
Hello, After update ServiceDesk to newer version e.g. 11.1 I can't log in via LDAP. I tried to allow local authorization, but I didn't find any local admins in the database. In addition, there are no LDAP entries in the database. Tell me how I can create a local administrator via psql.
[SD-88382] Why is the Send button for replies always just off the screen?
Whenever I reply to a request, the window for composing the reply opens with the send button at the bottom just off the screen. I always have to move the window up a litle to get to it. Is there a way to get it to stop doing that?
HTTP to HTTPS
We are currently using Service Desk Plus V10.0 Build 10006 and have followed the instructions for Version 9.4 HTTP to HTTPS redirection but unfortunately this has not worked. We have tried searching the forums for any changes between 9.4 and 10.0 but haven't been able to find anything. Has anyone successfully managed to get this working in Version 10.0?
API V3 Domain problem - Unable to login
Hi all, I'm trying to use the API V3, and after generate an API key I tried to get all the requests using this sentence in SOAPUI: GET http://server_ip:port/api/v3/requests/ -H "Authtoken: 3CF0DD20-C128-414B-A83E-8D18E60E7348" but then an html is displayed telling me to select a domain of an combobox (attached the html). We have two domains for login in ServiceDesk plus when we access via web, and is needed to select one of them, but in this case, what can I do? Is needed to add another parameter
Python API Add USer Error
Please Helkp me For This Code very Simple Add User The pastebin URL is:{"response_status":{"status_code":4000,"messages":[{"status_code":4004,"type":"failed","message":"Internal Error"}],"status":"failed"}} import requests import urllib3 import json urllib3.disable_warnings() API_ENDPOINT = 'https://192.20.10.30/api/v3/users' data = {'user': {'first_name': 'Peter36526565','last_name': 'Atom','name': 'Peter Rabbit Atom','mobile': '02892902','login_name': 'qweqwe','password': 'peter'}}
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