Reporting is not reflecting accurate data
I am receiving through report total number of records 50K meanwhile in the graph when adding the records its much more . Please find below
Requester Details not updating after AD import
We have a customer base of about 2000 people. Often these customers will move to other departments and physical locations. When this happens their information is updated in Active Directory. However when SDP does a sync from AD it does not write over old information it seems. We are starting to realize that the physical addresses for requester's (found in SDP) no longer match what is in AD. It also doesn't seem to remove their old department either. I can make changes manually to a user in SDP,
Error while restoring SDP database backup in a new environment (SQL Server 2017)
I am trying to move SDP database in a new environment. Backup using backupData.bat --trimmed went well. But when tried to restore data in new environment, I am getting error. Following is the output. Need help here please. D:\ManageEngine\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB
Problems upgrading from 11115 to 11119, Postgres upgrade
Hello I am having a few issues with an upgrade of ManageEngine from 11115 to 11119 on a Linux host. On upgrade, it seems as though that pgsql doesn't upgrade correctly - I see entries in the log that read: 26-Jun-2020 2:55:51 PM [com.adventnet.persistence.PostgresPreProcessor] [INFO] : /home/manageengine/ManageEngine/ServiceDesk/bin/initPgsql.sh: 186: /home/manageengine/ManageEngine/ServiceDesk/bin/initPgsql.sh: /home/manageengine/ManageEngine/ServiceDesk/tools/postgres/bin/gettimezone: not found
arn run the script into the Mac Laptop
after running the script get success running and still cannot show into the Inventory system. am not sure if am missing some steps I need help on this Thanks
Find word to translate through Browser Inspect
Is there an easier way to find the word for translation, for example through Browser Inspect?
Update SDP to 11118
Hi, pls. Need help) Press i to Install v to View installed ServicePack versions e to Exit Choose an Option:i Enter the patch file to install:/home/root1/18.ppm Verifying if the product is ready for upgrade and the given patch is allowed ove Verifying if the product is ready for upgrade and the given patch is allowed ove
Request cannot be completed. Please fill the following fields - Impact
Good Day Can you assist, i am failing to close my request because of the following error "Request cannot be completed. Please fill the following fields - Impact " I have also attached the results of the query that i ran Regards
Office 365 SMTP cannot work suddenly
Hi, we have configured Outgoing using O365, but suddenly last friday it is stopped working. we already tested to telnet to port 587 and passed. Already search everywhere and this configuration is already correct. Kindly anyone can share if something wrong because it been 3 days the notification did not work at all.
Description dupicated when dupliacte incident request
Hi, I created incident request from exist incident template. After one minute, I duplicate incident from this real incident request. Every things is okay, but unfortunately description of request duplicated like this: sample description: I can't connect to internet when I use Firefox browser I can't connect to internet when I use Firefox browser I can't connect to internet when I use Firefox browser I can't connect to internet when I use Firefox browser I can't connect to internet when I use Firefox
Helpdesk Customizer - Notification Rules - Polish language problem
I cannot save changes in notification rules for the polishlanguage interface. My ServiceDesk Version: 11.1 Build 11117 Server: Linux5.4.0-37-generic #41-Ubuntu x86_64 GNU/Linux
java.io.IOException: Stream Closed error in backup process
Hi, In the last two days, I have encountered an error while backup. When I run backup.bat see these errors: D:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Jun 23, 2020 3:11:27 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Jun 23, 2020 3:11:27 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Jun 23, 2020 3:11:27 PM com.adventnet.servicedesk.server.utils.SDDataManager
How to set default language for login page
Hi, I set Arabic language for SDP in 'self service portal settings', but it doesn't affect the login page and is still English language. What should I do?
Error deleting a support instance
Hi Guys, Can help us, we have difficulty an remove (delete) instance in service desk plus ESM version 11.1 In our case the instance is in the retired state and has more than one owner, there is a way to delete the instance. thank you. Att,
CPU usage by Servicedesk
Our Servicedesk server have 8 processor cores CPU, But Servicedesk only uses 1 processor And that slows Servicedesk down a lot, what should we do?
[SOLVED] Paste Images into Notes
Can we get ability to paste screenshots into notes? Quite often i need to show another admin what to do and its much easier if I can include images in the notes. I'm on a old version so its possible this might be around in newer versions. 9.3 Build 9335
Email Configuration for New Request
Any directions on creating a Rule that when a new Request or Service Incidents are entered by email or by accessing ServiceDesk Plus that all technician can be notified.Created a business rule but that does not seem to be working. Any help is appreciated.
[SD-88056] Cannot paste pictures into description or notes in Chrome
Hi We upgraded from 9326 to 9420 and now we can't paste pictures from clipboard into description or notes. When we paste it in the description when creating a new request the pictures ends up in the solutions box. In notes nothing happens. This behavior is is only when using Chrome, in IE it works as it should. Is there a way to make this work or could it be fixed in future updates? Best regards Robert Lundgren
add sdp to Load Balancer
We need to load balance Service Desk Plus, by NetScaler. We’ve problem to create monitor regarding to configuring load balancing. Created monitor is based on HTTP Get response but monitor is not responding to get login page parameters with response code 200. Would you please let us know which parameter should I get to find 200 response. Thanks in advance
custom trigger: python script fail to run when fired from SD+
Hello, for some reason python scripts are failing when they are fired from servicedesk i added temporally a time.sleep(15) in the script to get the file from the request directory. after copying the file somewhere else i ran the scripts from command line and it work perfectly. I did a test with this simple python script : import sys filename = str(sys.argv[1]) with open(filename) as data_file: data = json.load(data_file) print("this is a test for python called script with custom trigger") the error
Is it possible to raise the 37 option limit on check boxes?
If i add a checkbox in a resource, i am limited to 37 options. I really need more than 37 options (i know it is a lot). We use it to give access to different sections in a tool and we really like to give the requesters the opportunity to use only 1 request. An multiline field is not an option, because i have made a script that deals with the approvals for each section and gives access to each section after an approval is given. So the ticket itself is completely automated. It works great for a few
Auto Share Request script failing
Greetings, Stumbled upon the V3 variant of the auto share requests from email IDs to notify: https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field-v3 Now before I found V3 I found the https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field (V1) version of the same script and had originally tried implementing that. When I did testing, I was returning JSON output in \custom_scripts\request\
Upgrade proccess from version 11.1 Build 11111 to the latest Version: 11.1 Build 11116 - stuck at 13%
Hello, We started the upgrade process from version 11.1 Build 11111 to the latest Version: 11.1 Build 11116, using the latest SP ( ManageEngine_ServiceDesk_Plus_11_1_0_SP-0_16_0 ). The process itself hangs at 13%, with status message "Upgrading PostgreSQL / Extracting patch pgsql" show in the dialog. I presume this is a major DB update, so we left the upgrade procedure running for a few hours. It stuck on the same window / with the same message. The application was left to run overnight, with no
Description of the Request is also duplicated when Duplicate Request
When I try to duplicate a request, Description of the Request is also duplicated !
Reports Filter no time option
11.1 Build 11104 After updating, the clock option at the time of creation is not displayed in the filter of the report page. Only the date section is active. How can I activate the time section. In the request part, the date filter works with time, this is what I need in the report section the sample is sent in the attachment. Thanks
ManageEngive ServiceDesk Plus not working. Event ID 7024
Our server installed windows updates over the weekend and following the reboot the ManageEngine service starts and immediately stops. We are getting the following error from Event Viewer: "The description for Event ID 7024 from source Service Control Manager cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer,
SAML Login
Hi, I am trying to configure SAML authentication for ServiceDesk. After configuration I am able to login using my IDP, however instead of email id the login name and display name both appearing like - uuida3d76f75-0172-11a4-b01c-e172d25d1b04. I have tried configuring NameID with display_name, email, name, but got the same result. Do I need to make any further changes? Regards Arunava
Reports showing wrong numbers in Asset Explorer 6.7.0 Build 6706
I have configured customer reports in version 6.7.0 Build 6706 and they seem to show very different numbers. Total number of our assets are 159 and the reports showcase in few thousands. Has anyone faced any issues as such before ? This is seen for all custom reports.
Importance management does not appear in Servicedesk,
Importance management does not appear in Servicedesk, and at the same time it seems to me that this affects SLA management because option appears blocked in the forms too
Fail mail server settings configuration (O365 Enterprise account)
Hello to all, we have experienced problems to configure a O365 Enterprise mailbox into Servicedesk Plus (test server). We have created a jssecacerts file and we have copied to jre\lib\security directory but after we hace configured POPS, servicedesk has username/password error. We have checked that username/password is correct. Could you give us any clue to resolve this configuration issue? Our installation is SDP 11.1.14 with SQL Server Thanks in advance
No option available to Add image for Service Category
For Service Category, there is no option available to add an image for selected category. These are Custom crated category as well as for default. I have attached two images how it look for Requester and how Service Category Customization page where we cannot find option to upload the image. Is there any workaround or option to achieve this? Thank you
Change Requestor to Technician
I'm doing a trial right now of SDP and I imported all of my users from AD. However, I can't seem to find an option to change a requestor to a technician. I've looked through the documentation and the quick start guide, which shows a button called "Change as Technician", but it looks to be an old interface and not the current software release. I don't see any similar button anywhere on the current release page. Anyone?
Problem Template
Hi, I understand there is a plan to have the Problem Templates enabled so we can customize our Problems ? Do you know when this is likely to occur ? We are looking to hide some of the fields as they simply have no use, so any advice would be appreciated. A
Cannot Restore Backup
I'm attempting to restore a backup of build 9121. I'm following the steps here: https://pitstop.manageengine.com/portal/kb/articles/how-to-restore-your-data-in-servicedesk-plus After I select yes to restore data to the production build, it appears that the restore starts but it stops after just a couple of minutes. I don't see any pop-up confirmation. I can see in task manager that there is no activity with the restore process. After this happens, I cannot log back into the Service Desk. I can
API v3 requests with search_fields
Hi, I am a beginner and trying the API. I would like to get the current ticket info with search_fields applied. I tried the follow request in the Admin -> API section and Postman. I can get filtered data (1 ticket) from the build-in API portal. But, I get all data (5 tickets) from Postman, not filtered. Please advise if anywhere I should adjust. Thank you. Only 5 ticket in the system. Only one subject contains abc. { "list_info": { "row_count": 20, "start_index": 1,
Upgrade 9.2 & Backup Trouble - Backup has failed during the upgrade
Hello, I've been stuck on version 9.2 for many months now, as I've only had time to troubleshooted a handful of times, so today I finally gave up searching and I'm hoping someone can help. Originally I thought the problem was related to our database and this patch, but since it was always failing during the Backup process, I tried running a manual Backup, and that failed too! In fact, all of the monthly Backups had been failing and I had no idea until I checked today and found the monthly folders
Manage Engine Server desk plus is not starting...
I am using Version 10.0 with Windows 2012 R2 Standard and SQL Server. I suddenly stop working as everything was working fine from the last few months after upgrading. I have tried to apply some solutions from other searches like 1- Changing config file entry from mssql entry to pgsql or mysql. 2- closing java process from service desk and restart the service 3- restart manage engine VM and starting services again. Is there any log file I need to share or anyone who can help me in this .
Outgoing Mail No longer working CertPathValidatorException: timestamp check failed
We are using ServiceDesign Plus 8 and over the weekend our outgoing mail sending stopped working. When i checked the logs I am seeing multiple exceptions all related to Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path validation failed: java.security.cert.CertPathValidatorException: timestamp check failed When I contacted our mail service provider they said that this was caused by "Sectigo AddTrust External CA Root Expiring May 30, 2020" see https://support.sectigo.com/Com_KnowledgeDetailPage?Id=kA03l00000117LT
[SDF-63991] Prevent add task in request that closed
Hi, For security reason, I wanna to prevent add task in request that closed. What should I do? Thanks for helping
Complain 6MB attachment is bigger than 10MB
I tried to attach a 6MB pdf file to a request, and got the warning that it can't because it's bigger than 10MB. Why is it getting the size wrong?
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