Installing on fresh Debian 10 (64 Bit) VM fails
Hello everyone, I was trying to setup a new installation of HelpDesk Plus, but the Installers stop with following code: =============================================================================== Pgsql Err Msg ------------- Problem in Initializing Postgres !!.. Kindly check logs... PRESS <ENTER> TO ACCEPT THE FOLLOWING (OK): So my question, where are the logs and what could be the issue? Thanks for every help! Cheers, Stephan
Copying and pasting from word document into solutions article
I'm currently setting up our knowledge base and copying and pasting existing knowledge base articles from word to the solutions editor. It does not copy correctly. It double spaces lines etc and makes it look weird. Is there going to be an upgrade of the solutions editor or is there a work around. I have attached a screenshot showing the difference. Very annoying as I don't want to rewrite all the information. Cheers, Jamie
Error while upgrading
Hello, I'm trying to upgrade our servicedesk application from 10.0, 10013 to SP1 and i'm getting the following error: 13-aug-2019 14:25:50 [com.adventnet.servicedesk.updatemgr.util.SDPatchValidatorUtil] [INFO] : Going to execute the SQL :: [select t1.TABLE_NAME as LOCALTABLE, c1.COLUMN_NAME as LOCALCOLUMN, t2.TABLE_NAME AS REFTABLE, c2.COLUMN_NAME AS REFCOLUMN, FKColumnDefinition.FK_CONSTRAINT_ID from FKColumnDefinition inner join ColumnDetails c1 on FKColumnDefinition.FK_LOCAL_COL_ID=c1.COLUMN_ID
Message in Notification Rules
Hello everybody, since the update to version 10.5 build 10510, the messaging rules are confused. I have attached a screenshot. Greetings Jan
Asset Explorer Problem
Hello Team, I am using ManageEngine Service Desk Plus 10.5 Build 10500. for Asset management we use Asset Explorer to manage our assets after installing the ME Asset explorer agent to all the windows devices when i click " Scan now " button and try to scan the devices it gives me an error : FAILURE :Timeout in agent communication. i did some basic troubleshooting : - Network speed is 40 Gig / sec so its not slow - Connectivity from server to client is fine, i did telnet with port
slaauditservice fails on startup
We are moving from one machine to another to host our ServiceDeskPlus Windows 10 x64 Service desk build 9400 (upgrading not an option at this time) On our current machine we are running version 9400 On our new machine we are also running 9400 After backing up data on the old machine and migrating it to the new machine and restoring the data through the restorData.bat successfully: SLAAuditService fails on startup when running run.bat and shuts down. It was working before the data restoration. Any
change localhost:8080 to local URL
hello Team recently we have installed service desk plus in our orgnisation, now after default installation applcation ruuning with http:localhost:8080 URL in my Server 2012 now i want to start servicedesk on client side by going to particular local URL which redirect autometically to default http:localhost:8080 so please assist how i it can possbile. creating ticket by typing localhost:8080 looks very unprofessional
Java standalone application? Any Servlet container (like Apache Tomcat) behind?
Hello I wonder is this ServiceDesk Plus web application is deploed as a simple java standalone apprication? I would rather expect to have enterprise applications deployed on scallable application servers like Apache Tomcat at least. Any info on this would be appreciated. Thanks and regards, Alexey
[SD-68372] Copy and Paste Approval Emails doesn't work anymore
Before upgrading, we were able to copy/paste a list of emails into the approval email list of users to send approvals to. Now, if we do that, it doesn't copy in a way that functions. Is there a way for us to keep a list of email addresses to mail to and copy/paste it in to the approval email? We have to send almost every access request received to 4 users on stage 2 and 5 users on stage 3. The users are always the same users. Here's an example of what it looks like now: It used to process each user's
Difficulty closing Request via Email or Bulk
Currently, our system is configured to require a phone number and an IP address to successfully close the request. This prevents me from selecting multiple tickets and closing them, and it also prevents me from closing requests via email. Please give me an example of an email that would close a ticket in such a case or point me to the documentation that covers such events. Much appreciated!
http https redirection does not work
hello when I go on http - website does not load when I go on https - website is working correctly how to do it, what would be redirection to https when logging in on http? I tried these options, but it did not help: https://helpdesk.manageengine.com/sd/AddSolution.sd?mode=viewSol&solID=174001
[SOLVED] "SD-76704" Attachments download .json
We are using service desk plus version 10.0 Build 10011. When a user replies to a ticket by email and adds an attachment, when trying to view the attachment from the portal it downloads a .json file. How do we get to the original file that was attached to the email? I have attached a screenshot showing what is downloaded and also that the system shows that the file is a .jpg with a size of 1856.31KB Thanks,
Technicians Unable to see some Requesters in SDP
Hello, When opening a ticket all of my technicians are unable to load a few requester's in the Name section of the ticket. They can find and open tickets for most requester's but some just will just not load for them. I know for a fact that the requester's are in our system and were imported from AD as I can see and pull them up when I create a ticket. I do have admin access to SDP and the technicians having issues do not. When I do open a ticket against the users they are having issues with I am
Email Command for technician to update or close ticket?
Is there a way to use the email commands where a technician can reply to an email about an incident assigned to him and update fields like you can when the ticket is created? I had assumed you could reply and use the @@STATUS=Resolved@@, but didn't seem to work. thanks
Domain/Network Scan attributes and relationships discovered
Hi, is it possible to know which attributes and relationships are discovered and automatically added in the CMDB during a domain/network scan? For example I know that softwares on a workstation or a server are automatically added as relations in the workstation after discovery. Thanks
Max number of asset reached
We are trying to mark 8x monitors as Items Received in the Purchase area so they get added as assets. It allowed me to mark some of the order as received but said I couldn't add the rest as we had reached a maximum for that asset? Unfortunately I'm unable to replicate exactly as it now shows the attached error instead when tyring to mark some more of them in that order as received again. Any ideas?
Unable to modify any template
We are having a big issue from a week, we are unable to modify any incident templates because of this message: The following fields in the Layout richiedente do not have Requester Can Set Permission site we had already open a ticket to the official support, they said to wait for the 10509 release who should have solve the problem, but unfortunately it doesn't. We are in a very big problem with our customer, cannot do their requests. The problem seems to be on the SITE field, permission or something
[SOLVED] Apply Rules to Tech Closing ticket
I want to Require work logs be created for each ticket before they are closed. However I don't want this to apply to all techs. Is there a way to do this?
API V3 - Module provided in the request is not supported.
Hi everybody, I'm trying to use the API V3 following this guide: http://ui.servicedeskplus.com/APIDocs3/index.html#view-request However I'm getting the follow message: I would like help to understanding what I'm doing wrong because right now I was not able to figure out what is happening wrong. I'm using the version 9.3 Build 9320. Extra info: I tried to access the API with Python, but it returned the same message. My Python request: response = requests.post('url/api/v3/requests', headers={'Authtoken':
Field rule on field change "Technician" not working when using Pick up
Hi, I don't know if it's a bug or not but I created a field rule as in the image: the rule only works if the field Technician is changed by using the "Assign" button. If I use "Pick up" the rule doesn't work even if the field Technician has changed
Purge CMDB
Hi We use ServiceDesk Plus and have been using it for a number of years. The CMDB has been abandoned for some years now and contains a lot of legacy data. I would like to start to use the CMDB again but dealing with all the old data will be a little bit complicated. Does anyone know if it is possible to purge the CMDB to start from scratch? Thanks JB
SDP 10013 - Problem with restore db
Hi. I have the problem. I need to move servicedesk DB to another MS SQL server and the problme is when I'm trying to restore db steps 1. Back up your application. 2. Create a new database using /changeDBServer.bat. 3. Start and stop the application once. 4. Restore your application into the new database. But during resrtore whe windows disapire after few sec. And I can't back to old server error occured OPEN_MASTER_KEY_FAILED I can't find any log files. so I can't check error why i can't restore
Migrating to sql failed login
Hello, I'm installing ServiceDesk Enterprise to a customer site. I try to migrate from postgres to SQL but when i testing it the connection failed with "login failed" error I tested the username password and it works, it is the same that i used to migrate desktop Central yesterday and it work (same SQL Istances, different DB name). I see that request a MasterKey password what is that?
Unable to run reIndexData.bat
After migrating from Postgre to MSSQL database we've had issues with the search results. We've since upgraded to ServiceDesk Plus 10.5 Build 10504 running on Windows Server 2016. Our MSSQL database runs on a separate server. The following command has been run from an administrator elevated CMD window: I've gone to reindex the database with: C:\ManageEngine\ServiceDesk\bin\reIndexData.bat Allmodule but I get the following error: ******************************************************* * SEVERE : Server
Views in Solutions
Hi there, did not find any info about this "issue" here. Just noticed that the counts on views in the solutions are all 0, even when someone viewed a solution. Seems to be since April 2018. Can someone explain this? Thanks Florian
( SD-72081 ) Survey issue
Hello, Have customized my survey in spanish language and trying to change "Attend Survey" to spanish but I am not able to do it. Could you please help me out?. Attached you can see my problem. Thanks in advance.
LDAP Import - How to check if other SDAdmin technicians already initiated an LDAP Import?
How to check if other SDAdmin technicians already initiated an LDAP Import? We regularly do LDAP import to import new users, and update existing users in SDP. What we want to know is if there are any information in the logs that we can check if there is a started/ongoing LDAP import initiated by other SDAdmin.
Want to make Incident - Add'l Field a Common Field
Hi, Want to make Incident - Add'l Field a Common Field so it can be selected in a Service Template as well. Since the field "End Date" was created early on (before sharing), I can now not make it a Common Field (already exists choose another name). In order to minimize the number of additional fields we need to manage, it would be helpful to associate these fields. Is there any way to do this? Cheryl Ankrom Jennmar Corporation
(solved - id : SD-78995) Is there a bug with Currently Viewing in 10.5
Hi, Is there a known issue with the Currently Viewing function showing the wrong data? We've found that since upgrading to 10.5, Currently Viewing seems to show people as looking at calls when they are not actually in the call. For example it is showing on one of my calls but nobody else is actually in the call. It also shows the same people across all the calls you have open in different browser tabs Anybody else experiencing this? 10.5 Build 10500 SQL
REST API issue updating the ISVIPUSER field
I have no problem updating fields with the API, however I just ran into a issue recently where I would like to set the VIP User flag as true when making a ticket that belongs to a certain group. I make the request but the field stays as "No". Here is my code: OPERATION_NAME=ADD_REQUEST&format=xml TECHNICIAN_KEY:XXXXXXXXXXXX &INPUT_DATA= <Operation> <Details> <ISVIPISER>Yes</ISVIPUSER> </Details> </Operation>
An error occurred while migrating database (unable to upgrade to 10.5)
Hello! I'm trying to upgrade our SDP Standard (10.0 Build 10020) to 10.5 without success. Windows Server 2012 R2 x64, PGSQL, during the upgrade process I can arrive to PGSQL upgrade (9.2.4 to 10.5) but this stuck at 1%: Can anyone help me to solve this problem? Thanks. Giovanni.
ae-scan.mac.sh
I'm currently working with the ae-scan.mac.sh script. I have a couple problems with it that are keeping it from working in my environment. I was hoping you'd have insight on changing these settings. I need the script to use the serial number as the computer name, not the host name. I need the script to pull the model_identifier, not just the model (eg. Macbookpro15,1 instead of Macbookpro) I've tried to adjust the settings in the script, but whenever I do, the server won't import the data. The xml
Error while invoking backup
Hi, i am setting up the new backup schedule, pointing to the path, \\strnedsto102\dtb\Backups this is the path and presentations of this error. Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com java.io.IOException: The system cannot find the path specified
Redirection from HTTP to HTTPS
when I go on https - website is working correctly on port 443 I need to redirect port http 8080 to https 443. I tried these options, but it did not help: https://helpdesk.manageengine.com/sd/AddSolution.sd?mode=viewSol&solID=174001 https://support.servicedeskplus.com/portal/kb/articles/redirection-from-http-to-https I'm using version 9.2 Build 9227. How to troubleshoot it? Can anyone help? Thanks.
Sorry, your upgrade from 10500 to 10504 failed. Send us the log file for further analysis
Good day! I decided to upgrade my test service desk, from version 10500 to version 10504. I followed all the update instructions as before. As a result, I get the error: Failure, Please check the link. In an attachment, I suggest an update log, if it's not hard to tell me what's the matter.
Error during login into ServiceDesk
Have a error while try to login to SD: With SSO (AD user) or not (default administrator) - the error a same. I can create a ticket via mail, but cannot login and see and/or close it PostgreSQL working, i can connect and view "servicedesk" schema and table contents. In catalina0.txt: [13:00:47:128]|[07-23-2019]|[org.apache.catalina.core.ContainerBase.[Catalina].[localhost].[/].[org.apache.jsp.jsp.HomePage_jsp]]|[SEVERE]|[150]: Servlet.service() for servlet org.apache.jsp.jsp.HomePage_jsp threw exception|
10.5 and later install error Problem in initializing Postqres
try clean install ubuntu server or desktop 18.04 and 19 try clean install debian 9.9 use root account and normal account but same error, try install gui or console same error Is there a requirement to be considered during the installation phase. same server try the install version 10. 10021 installation success but upgrade fail .... this version bug mail connection not imposible.. hot fix not working.
Auto close not working on copied requests
I just found several hundred requests that go back over 3+ years that are RESOLVED but not CLOSED. We have the 'auto-close' set to 7 days and it works on most tickets. The commonality in these is that they were COPIED from another request (apparently according to History). So it looks like auto-close doesn't run against request created via copy. A. is this a known issue? B. Is there a fix? Thanks David
mysql to postgresql migration failed
I'm trying to migrate a database on a test server to build 9336 but it's required to migrate database from mysql to postgresql. I did the backup and restore process but the restore is failing as attached logs.
Reply Template with Version 10.5
Reply templates no longer preserve the technician signature when they apply a reply template. Previous versions did preserve the signature when a reply template was used. Will this be resolved in the near future with a subsequent release? Thanks, Craig Rice
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