Upgrade from 9400 to 10000 fails
Hello, We are trying to upgrade our instance of Servicedesk from 9.3 Build 9324 to 10000. We are successful in upgrading to 9400 but from here we cannot upgrade any further. When using the Servicepack to upgrade from 9400 to 10000 we are prompted to create a "master key password" and then a error message saying "An error occured during decryption. Upgrade halted. Start ServiceDesk Plus 9400" I have looked through the updatemgrlog0, 1 and 2 and have noticed this at the latest time stamps. Any assitance
Cannot delete Support Group
We have finished our testing phase and are planning on going live with ServiceDesk Plus next week. During testing we created a Support Group called "Test Group" and assigned a technician also named "Test" to it. I attempted to delete the Support Group (checked box and click Delete button) but received the message "Groups cannot be deleted". I was able to delete the technician "Test" but am still unable to get rid of the "Test Group" Support group. Edit: Thought I'd add that I have edited all tickets
Email Subject line should be same as requester email subject line when ME is triggering the notification to Requester
Hello Team, Email Subject line should be same as requester email subject line when ME is triggering the notification to Requester. when i am raising a case with for my system issue with IT with the subject line "System not working" after raising the case i am getting the email from ME with subject line "Your request has been logged with request id ## ##RE-105020## ##". i am looking for both case the subject line should be same. we are in 10012 service desk plus,Thanks Regards, Subrata
Can't create CI History Report with filter
If we create a report to show CI History without any filters it works fine but if we choose advanced filter: CI-type the report gets blank. We se multiple pages but no entries in the report. If we select last month in Date filter we get a error: Anyone else has this problem and a solution for it? Best regards Robert Lundgren
Active Directory import failed
The scheduled active directory import is not running. I have Active Directory set in the GUI to import once every 1 day. According to the logs, this hasn't happened. There is no fail log, there is an absence of logs showing an import. I thought that the GUI might not have set the schedule correctly on the database. on the database, we found a schedule called ADSyncronizationSchedule. This is set to run daily. The import runs correctly as I have manually imported from AD.
After Build upgrade from 9414 to 10012 Some times requester email reply is not appending in the request
Hello, Few days back we have upgraded our service desk plus from 9414 to 10012 with PGSQL database, i have observed that sometimes requester email reply is not appending in the request. i have the same of requests with me. please help me to isolated the case as the request count is increasing day by day with the same subject line. Thanks Regards, Subrata
Unable to Upgrade from ServiceDesk Plus 9400 to 9402 or 9403
When attempting an upgrade from 9400 to either 9402 or 9402 the upgrade is failing at 97% with the following error message: dependent file pgsql/32bit/pg_isready not found When I look in D:\ManageEngine\ServiceDesk\Patch\AdventNet_ManageEngine_ServiceDesk_Plus-9.4.0-SP-0.3.0\SERVICEDESK\PostInstall\pgsql\32bit the folder is empty. Our database is held on MS SQL Server, so I am not sure why it is looking for PGSQL components anyway. Please can you advise on a possible solution.
Unable to Update from 9335 to 9400
I was trying to update our Service desk plus and follow all prerequisites below. select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; select Globalconfigid,category,paramvalue from globalconfig where category like 'CONVERSATION_MIGRATION' and parameter like 'IS_CONVERSATION_MIGRATION_COMPLETED'; all param are "true" but still having this error.. Please see attached file..
Script to generate pop up in field and form rules
Hi team. I need to create a script in field and form rules, showing a pop up when the technical field is updated. I created a script where I can execute this action by comparing two date fields, but I haven't been able to create the script by updating the technical field. Can you help me with this? Thanks and Regards!!
SSL for all ManageEngine programs
I have all of my ManageEngine programs (ADManager+, ServiceDesk+, Desktop Central, and SelfService+) on one server. All of them point to one URL. How do I get an SSL to work on one server? Thanks, WLS-ITGuy
SDP: We do not send letters to specialists specified in the technical support group settings
Hello. Found that when assigning an request to a technical support group, no notifications are sent by mail to selected experts specified in the group settings. We want darn notifications to be sent. Sincerely. Igor Stepanenko.
[Solved]Emails not getting flagged for deletion
Just started yesterday afternoon. 2:23 fetching happened, and then those emails were deleted from server. And then 2:24 fetching happened, and emails stopped being deleted. This resulted in 100's of extra tickets being created for emails that were already fetched. We have stopped and restarted the ME service, and the entire ME server as well. And also stopped and restarted fetching. Anyone have any ideas?
Scan workstation with Windows XP operating system through the agent
Hi, In my organization we need to scan the workstation through the agent. The problem appears with some workstation that have Windows XP operating system, which we can not scan, the others (with Windows 7 or 10) are scanned without problem. We have done all kinds of tests, the scanning through the script does not work either. We assume that the problem is caused by encryption, since we have the application through SSL. We would greatly appreciate any help. Thank you.
[SOLVED]Populate request details on associated tasks - More than 10 tasks
I found the following script: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description Using this I was able to get the information I wanted added to the title of tasks when they are created from one on my incident templates. My technicians informed me that not all of the tasks were updating with the information. I dug into this a little further and what I was able to figure out is that this script will only add information to the first
Update to 10013 broke Populate Script
Hi, we recently updated from 10006 to the newest 10013 i just found an error that the Populate script https://pitstop.manageengine.com/portal/community/topic/script-master-16-populate-request-details-on- tasks-associated doesnt work any more. This is what powershel say any idea what i am missing?
SMS notifications lag significantly
We currently have SMS notifications set up by way of a Business Rule for a particular technician group when a high priority incident is created in their group. The SMS notifications are currently sending via mobile service provider (not an SMS gateway provider); all the phones are with Verizon, so the SMS mail IDs are configured with @vzwpix.com on the end of the phone number. Probably about 70% of the time, the notifications come through as expected. The other 30%, the notifications will arrive
[SOLVED] Technician Auto-Assign - But the technician is gone....
We have a strange issue in which a technician (whose account was deleted from Service Desk and AD account moved to a non-syncing OU) is still getting tickets assigned to them. I tried to add them back but the USER_ID is now different than what it was. This makes sense, but I need to know if anyone has seen this issue before or has a thought on how to resolve. My theory is that the old USER_ID is still in a SQL table somewhere as as valid technician to send tickets. The log viewer shows the following
[SOLVED]Changing Incident Template results in INVALID_CSRF_TOKEN
Hello, We have two Incident-Templates in ServiceDesk Plus, that are unusable. Locked behind the error INVALID_CSRF_TOKEN. Whenever we change or try to delete these two templates, we get the same error.. Changes made are discarded; A delete action is ignored/unsuccessful. Both templates are very minimalistic as shown in added screenshot. Please help remove the templates and find out what the problem is, so we can prevent this error from happening again. Greets, Danny
Can't respond to chat messages
Hello, I can't seep to respond to chat messages in Service Desk Plus. I see them come in, but the response field is grayed out and I get a circle/line cursor when hovering over it.
SDP not Starting
Here is the run.bat result: Server is starting. This may take a minute ... This copy is licensed to 'company name' Could not create connection; - nested throwable: (java.sql.SQLException: Login f ailed for user 'accountname'. Reason: The password of the account has expired.); - nested throwable: (org.jboss.resource.JBossResourceException: Could not create connection; - nested throwable: (java.sql.SQLException: Login failed for user 'accountname'. Reason: The password of the account has expired.))
Failed to start the server. Please refer logs for more details
root@sd:/opt/ServiceDesk/bin# sh run.sh & [1] 6435 root@sd:/opt/ServiceDesk/bin# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true
[SOLVED] I need to make a API Request to assets and get info
I want to make a API call to get asset info. The info I need are attached below:
Unclean shutdown of previous run. PPM Installation failed
Hi, I am getting the errors 'Unclean shutdown of previous run' and 'PPM Installation failed' when trying to start SDP. Any suggestions as to how to remedy this would be appreciated, I've attached the log output as well. Thanks and Regards, Geoff
Tickets created by API are setting the wrong requester name
When I create a ticket via the API, the requester is the API-key user instead of the requester I specify. Example API : $CreateTicket = @" <API version='1.0' > <Operation> <Details> <parameter> <name>requesttemplate</name> <value>Replacement Mobile Phone</value> </parameter> <parameter> <name>requester</name> <value>requestername</value> <name>Status</name> <value>Wacht op antwoord</value> </parameter> <resources> <resource> <title>Choose Your
Incorrect sorting in inline editor [SD-77313]
Found a sorting bug in inline-editor when working with multi-select fields. How to reproduce: Create multi-select field with some values. Sort it manualy in correct order. Save. In the request, enter to inline edit mode by clicking on fields. And now, values sorting order is different from saved order. In full-editor (button Edit on top) sorting is correct, as well as in the request preview. P/S/ SDP 10.0 Build 10013
GET_REQUEST_FILTER issue
I found an issue if I am using "&" in Custom View(filter) the Rest API does not recognized it. How to solve this ? The post url: "http://servicedesk.XXXX/sdpapi/request?OPERATION_NAME=GET_REQUEST_FILTERS&TECHNICIAN_KEY=XXXX-XXXX"
Technician replies are not getting sent to requestors
SDP Support is forcing me to use this platform for support rather than try helping me resolve the issue. I'm still evaluating the software, and I'm already having a hard time to get real support. Anyway, hopping someone can help me with this. I finally resolved the issue with mail fetching. SDP can connect to the mailbox just fine. No issue with fetching or sending initial emails (ticket assignment, acknowledgement email). Now SDP is not sending replies to the requestors. -External user sent
[SOLVED] Deleted Project Additional Field, but it still shows up Project Templates
Your Version : 10.0 Build 10009 I created Project Additional Fields, then deleted them. When I attempt to create a new Project Template, a field still sows up at the bottom under Additional Fields. When I attempt to save the template, I receive an error. 'Value provided for field(s) [udf_fields] is invalid' I've attached a word document that includes screenshots.
Unable to connect to Exchange 2010 mailbox
I'm having an extremely hard time trying to get SDP connect to the mailbox. The credentials to access the mailbox are correct. SDP keeps showing this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I'm seeing this event ID 12014 on the Exchange 2010 server: Microsoft Exchange could not find a certificate that contains the domain name mail.fqdn.domain in the personal store on the local computer.
[SOLVED] Upgrade from ManageEngine ServiceDesk Plus 9.4 to 10 Attachment path cannot point to the directory inside servicedesk home
having an issue upgrading servicedesk. Enter the patch file to install:/update/ManageEngine_ServiceDesk_Plus_9_4_0_SP-1_0_0.ppm Admin >> SSP: Configured attachment path cannot point to the directory inside <SERVICEDESK HOME>. Please reconfigure and restart the upgrade. Service desk home folder is /servicedesk/Servicedesk attachments was located in /servicedesk/Servicedesk/Attachments I moved the folder back one dir to /servicedesk/Attachments and changed the settings in settings.do but i still
Java.exe Process 100% CPU
Hi Team, I've currently got the Java.exe file renamed on my server as if it's allowed to start it consumes 100% of the CPU. I've had a look at numerous other forum posts regarding this matter but most of them don't have resolutions in them but end up contacting support directly. Is there a fix for this? Thanks guys!
[SOLVED] Worklogs and resolving tickets now a PITA
Hi, Prior to upgrade, technicians could: 1. Enter resolution 2. Choose resolve. 3. Add worklog, ticket resolved Post-upgrade: 1. Cannot enter resolution as first step. 2. Cannot choose resolve as second step. A worklog has to be created first before resolution and resolved can be entered. While not a "show-stopper". certainly a pain in the .....
Unwanted line breaks in notification templates
Why html-editor insert <br> in the end of every <div></div> ? This behavior is very strange and frustrating when customize notifications. And it breaks my templates. I want to control html code myself, without any auto-substitution and auto-formatting. How disable this?
[SOLVED]Distracting popup when changing fields
Hi, I like the idea with the popup window in the later versions of SDP that shows up to help the user when mandatory fields is missing in a request. But in some cases it's quite annoying: For example when our users are switching between different sites and are trying to select a support group (field is mandatory) contained in that site there is a delay where the system locks up before the help window shows. In this case, the help windows isn't really needed. Most of our users know that they have
[SOLVED] Wrong Survey URL (after install SSL)
Hi, After installing the SSL certificate on our server, the survey is sending the following URL to our customers: https://servicedesk.netglobalis.net:80/sd/SurveyDetails.sd?action=loadSurvey&surveyData=188799dea5a03da0c5688e7afe97627011b2a1c0&locale=null Which sends connection error, this because HTTPS is doing the query to a port 80 (not 443) and clearly this shouldn't work like this. Also the ServiceDesk settings don't allow me to modify the URL. (If I delete the ":80" or adds "443" works perfectly)
.DAT attachments in tickets
Hi We are running version 9.3 Build 9301 I'm noticing a large number of .dat files being included as attachments in replies created from the SD portal. These show in both Outlook, and webmail - and have never been attached by the Service Desk users. Can you advise on: a) why this is happening b) what can be done to clear this Note - when composing a reply within ServiceDesk - you do NOT see these being present as attachments. Regards, Scott.
Slow graphical performance in IE11
Hi, Testing out SDP 10012 and the graphical performance is very slow in IE11 when browsing the requests overview/list. Works much better in Chrome and Edge but (unfortunately) we're stuck with IE11 as the default browser for all of our users due to company policies. Is there anything that can be done about this? Tried to illustrate the slowness in the attached GIF. Regards, Alexander
[SOLVED]cant login to restored test system
HI Ive created a new server to run as a test system (server 2012) installed the same SDP version as the production server. started the test system (works fine), stopped the system. Transferred the database to MS SQL started tested working then stopped. Restored backup from live system, chose no on the is this production dialogue box. Restore is fine. Start system, get login page with our domain and local authentication drop down as expected. Then when i try to login as local administrator i get username
Not all tasks are visible
Tell me how to display all tasks in the list? As can be seen from the screenshot below, the right side (Specialist - he is the department’s manager) does not display all tasks (created by him for one specialist), although on the right side you can see many more tasks (logged in under the service desk administrator), I gave him full access (in the Roles settings), put down all the access and all the groups (in the settings of the expert), but the remaining tasks do not appear in the task list. For
How to configure mail setting on Service Desk Plus with Office365
Hi all, I would like to configure mail setting on Service Desk Plus with Office365. It doesn't work for me by following below instruction: POP Setting: Server name: outlook.office365.com Port: 995 Encryption method: TLS SMTP Setting: Server name: smtp.office365.com Port: 587 Encryption method: STARTTLS Thanks so much for your solution. Best regards, Kimsin
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