Problem with ChangeDBServer.bat
I need to change the Database name as per company naming convention. When I run ChangeDBServer.bat I am able to modify the information. However, when I click Save I receive a Java exception: java.io.FileNotFoundException: C:\ManageEngine\ServiceDesk\Bin\..\server\default\deploy\mssql-ds.xml (Access is denied) It looks like the application is trying to get to C:\ManageEngine\ServiceDesk\server\default\deploy\mssql-ds.xml by using the "Up" command in Linux ".." However, this does not work on
Business Rules logic and flow questions
Hi all, We are in the process of implementing Business Rules in order to improve the Request workflows. One thing that we have noted is that once a rule is applied for a combination of Ticket ID + Technician, than the same rule will not be applied anymore. We have a set of rules to place a ticket, when Edited, to a specific group, based on Category - on the first run, the Business Rule works flawlessly. The problem happens on the next runs. For example, let say we have one ticket, with Category A
Error in solutions for common users
Hi! I have updated the autoservice portal with some solutions, but when common users try to see them, they get the attached message. How I must configure the portal in order that all the users are able to see those solutions? Thank you!
Time wrong on SDP
On creating jobs the time is out by hours, as an example I created a new incident just now and it shows a stamp of 14/11/2018 07:13 PM the actual time is 13:44 (date is correct) any ideas why as the date and time on the windows server is correct? this is a new installation that I am trying to setup for testing and hopefully move away from our current helpdesk. Running Version: 9.4 Build 9425
REST API for task update
Hi, I'm new to SD Plus and have been playing around with the REST API. I have been able to create new r tasks with the API key generated. However, when I try to update the request with the same key, I am getting an error stating: { "response_status": { "status": "failed", "messages": [ { "type": "failed", "message": "Technician key in the request is invalid. Unable to authenticate.", "status_code": "401" }, { "type": "failed", "message":
Outgoing in-reply-to
Hi, I've been digging a bit on this before, but as the problem is getting bigger for us I figured I'd make another try on the forum, see if there's any chance of a fix. When we're replying to a mail through Servicedesk the 'in-reply-to' field is filled with an email address, rather than the message ID it's replying to as the field is there for. The e-mail in that field might be due to us running multiple alias on the mailbox we have connected to the Servicedesk, as a fresh and clean install with
Sorry an error has occurred on ManageEngine ServiceDesk Plus
Hello, We are getting "Sorry an error has occurred" when we try to edit the custom views and try to save. This issue has been escalated to ManageEngine support (Request ID :##7509352##), but we haven't received any update. Regards, Satheesh
Unable to change Request to re-assign to a new technician, on some Requests
Hello, I'm currently experiencing a sporadic issue where on about one third of Requests that have been assigned to a technician A in my group. I am unable to assign the request to another technician B in the same group. There are no error messages on screen, once you click save the message "Assigned Successfully" appears, but the technician has not changed and the history shows "Assigned from technician A to technician A". The problem is repeatable for the same Request. All the Requests where I have
Changing AssetExplorer Server port
Hi, I wanted to use port 80 instead of 8080 and changed the settings from Security Settings. All worked fine without a problem. But Asset scanning was failing. Aeagent.log file was showing errors and indicating that it was still trying to communicate on port 8080. How can I change port setting for AssetExpolorer ? Thanks.
Generate support file
I am trying to generate a support file but the process never completes. Is there somewhere I can look or log file that might be too large that I can clear out in order to have the file generate properly.
Temporary hide Asset(s) Field
hello, when i try to hide the Asset(s) by using code below: document.getElementById('multiasset').style.display='none'; document.body.innerHTML=document.body.innerHTML.replace(/Asset\(s\)/g,''); in Default Template, i can no longer make changes to Other Fields. How should i hide the Asset(s), in such that it will not affect any other field, that the requester can still change any field selections. Thank you, Vanessa
How to measure closed requests by requesters? (via email link "Close Request")
Hi, (Previous issue report) As the title says, at the moment when the requester confirms the solution through the RequestCloseLink (sent in the resolution by mail) and clicked the box "Close Request" the system immediately change the previous "Request Closure Code" set as "En Espera de Confirmacion" And leaves it as " "Not Assigned" Previously I had already reported this issue, but even the current version is still happening. If you can not repair this problem (for design concepts, etc.), is there
Desktop to Laptop - how to ?
Hi ALL! I have SDP 9421 and asset scan show all Laptops as Desktops - why? How i can change it ??
Restore fails with error: "filelist.txt does not exist in the selected backup file"
Hi all, While trying to restore data from the production instance to staging, the following error is generated at the beginning of the restore stage: filelist.txt does not exist in the selected backup file The SDP build is the same for both instances. SDP Build: 9422 OS: Windows Server 2016 DB: MSSQL 2012 Please advise. Thank you.
iOS crashing
Hello! I recently updated to version 4.5 of the Servicedesk app that was just pushed a few hours a go and I can no longer log in to our organization's servicedesk server. I deleted the app and reinstalled it, and while I can still enter the information to log in (the server address, username, password) it crashes as soon as I submit the log in information. However, I am able to log in to the demo. I'm currently using an iPhone 6 Plus with iOS 11.3.1 installed. Is there anything I can try and do?
Administrator and Guest user and password at login screen
Hello, How can we remove Administrator and Guest user and password from login screen in all users ? Thank you
Cannot import SSL certificate using he UI
Hi all, We have tried to import an updated SSL certificate, in .pfx format, using the the Admin\General Settings\Import SSL Certificate wizard. The error is: "The password entered is invalid for the certificateEndReply.pfx certificate" . The used password is correct, we have tested it by importing to the local computer store. I have attached a screen capture, and the method used is from here: https://help.servicedeskplus.com/introduction/install-ssl.html$Step3a SDP Build: 9422 OS: Windows Server
Help SQL with query
Hi Folks - I have a query that returns all of my pending requests as long as Technician, emailid, request type are filled out. However, there are times people submit tickets by email, therefore, the Request Type isn't filled out. Can you help me adjust this query to return all Open requests where the technician is assigned, the request type is null and the status is open? Here is my query and I added the "Open" part at the end...Thanks!! SELECT wo.WORKORDERID "requestid", wo.TITLE "subject", std.STATUSNAME
Saving template issue
Since one or 2 week i notice i had issue when i was saving my template and now sometime i have to abandon the modification i have done because i does not save. thereis is a kind of wave on the top of the page seem to show it is doing something. but now, these issue increased as per update to 9422. i dig a bit in the logs and i found many errors in catalina0.txt. errors like : [16:47:31:363]|[10-16-2018]|[org.apache.tomcat.util.http.Parameters]|[INFO]|[88]: Invalid chunk starting at byte [25] and
Update from 9355 to 9400 Java OutOfMemory Heap Size Error
When trying to upgrade from 9355 to 9400 I keep getting the error Java OutOfMemory heap size. I've tried increasing the xmx specified in the UpdMgr.bat and backup.bat but this doesn't seem to have had any impact. Is there any way to workaround this problem, can I not take a backup when running this update. The VM is already backed up so worst case I can restore. I need to get our service desk updated to the latest as part of the TLS changes for Zoho integration so would appreciate any help.
Exporting/Importing database
Hi, Can you please provide a guide as to exporting all service desk data and importing into a clean build Thank you
SDP: Increasing the size of files to be embedded in a request
Hello. How can I increase the size of files to be attached to a request (up to 30 MB)? Sincerely. Igor Stepanenko.
Resolution notes via powershell email script
Hi all, I'm trying to get a powershell script (that I've found from the script site) working as a custom trigger for certain circumstances to send an email. I've got it all up and running and working great apart from I want it to have the notes from the resolution field in the email. I can see that certain objects are populated and working as expected. I just can't seem to get that field working. For example if I tell it to include $obj.request.TECHNICIAN it includes the assigned technician in the
change Language for user interface
Dear Support, We are using ServiceDesk Plus V9420 with Arabic Language but still, we can see the English word. Can you please assist us to change them as it shows in the Attached file Thank you..
Problem connecting to mailbox.
Request to sevicedeskplus via email suddenly stopped. This is the error message I saw when troubleshooting mail server settings: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I could telnet the port POP/110 , I also get reply when i pinged the mail server.
SDP: Mail not sent (notifications from the SDP interface)
Hello. SDP version 9.4.9421 is installed. Configured to send outgoing mail. SMTP protocol, port 25. When sending a message via the SDP interface, we receive the message "Failed to send notification". What could be the reason? Decision? Sincerely. Igor Stepanenko.
SDP does not receive mail
Hello. When saving the settings for receiving mail, I get the message "ERROR: The email parameters have been successfully saved." The certification path to the requested object could not be found. Please configure to apply the trusted / self-signed certificate. ". Protocol POPS port 995 interval is 1 minute. Original message: "ОШИБКА:Параметры эл. почты успешно сохранены. Не найден путь сертификации до запрошенного объекта. Пожалуйста, настройте для применения доверенного/самозаверяющего
FAILURE: We are sorry to inform you that ManageEngine Analytics Plus DB row have the maximum limit
We are using SDP 9414 and integrate it with Analytics Plus. When I wanna to sync data from SDP to Analytics Plus show me attached error. We have Enterprise Plus license for SDP and also have Professional license for Analytics Plus. What Should I do? Does this sync operation related to limitation of 500,000 row in once or No? Should I use CSV Analytics Agent tool? Thanks
DesktopCentral Asset Scan No Longer Importing into ServiceDesk Plus After Upgrade to 9414
Hello, After upgrading to 9414, our asset integration with DesktopCentral appears to have stopped. The automatic scans have not completed successfully since the update, and when I try to scan an asset manually, it says "FAILURE: Failed to communicate the agent" Has anyone else come across this? Thanks, James
SLA Escalations not working
Hello, We are using build 9021 on a MSSQL DB. We have created server SLA's and configured level 1 escalation to alert 10 minutes before the SLA is violated and level 2 to alert when the SLA is violated. However, these are not working, the SLA escalations do not get activated when required. Please advise
Technicians screen is blank
Technicians aren't visible. The only visible part on the screen is : Users - Technicians association for All Sites. There are no technicians visible for it. Which is why I can't change/remove them. Adding isn't possibile either since we already have 5 technicians although 2 aren't working here anymore. Could you guys please help us out.
Approval Issues? Multiple approvers listed but only one can actually approve the request
Hello, I'm just wondering if this is a known issue and if there is a fix? We upgraded to 9224 this past weekend and now our approvals system is broken. We often send approvals to multiple people for each request but now, only one person can approve. If 5 approvers are listed, the first person to approve is able to and the rest are not. They get a message that "the request is already approved" although they have open approvals. Can anyone help?
Problem after 9417 upgrade
Hi Upgraded my SDP 9414 to 9417 last night and after upgrade the small box to the right that show if other technician look at the same case does not show up at all now. I have the same error on my test environment. Is this a bug or a new setting that must be enabled?
Export to CSV
Hello Support, I am looking to create a query to export data within a certain range to a CSV. The information I am looking to have exported is Category, Sub-category, Request Mode, Technician, Created Time, Completed Time, Subject, and Resolution. Please let me know if you require more information. Regards, Chris
Scanned Software not loading
Hello All, When I click onto the Scanned Software portion of SD I receive the outlay of the page but the scanned software never actually loads; it gets stuck on "Processing...Please Wait...". Most likely a browser related issue but I have the latest versions of IE & Java installed so I'm not sure what's causing the page to hang. EDIT: I have tried using Google Chrome & Firefox and both come back with the same issue Any help would be greatly appreciated, Ryan
Decrease account unlock threshold
I would like to decrease the account unlock time period from 30 minutes to 15 minutes. However when I try to edit "Reset the account lock in "box" minutes. I get a error "Unlock time period is restricted between 30 to 3000 minutes. I a have attached a screenshot of this error
Mail fetching sttops
Since we upgraded to 9.4 Build 9418 mail fetching stops unexpectedly. Any idea why?
Choose Tecnician and "None" to show their issues
Hi, I am in 9417 version and I think there is a bug in Personalization views... I had 3 old views where I filtered by Tecnician, which there are a person name and "none". So, I was able to show my issues and all of them without assign yet. But now, when I try to do the same, I choose my name and "None" but when I save and edit again, "None" has desappeared!! Thanks a lot!
Office365 - MailFetch Issue
Hi, Out of nowhere last Saturday the ServiceDesk Plus stopped Fetching e-mails. Upon looking at the log files I noticed the following: [12:52:09:721]|[09-17-2018]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[116]: Check if the username and password are correct| Although the password didn't change, nor is it set to expire and I do have the possibility to login to the account through office.portal.com with the password provided in the servicedesk. It doesn't look related to the certificate
Failed to send the notification
Greetings, We have a problem when sending mail from servidesk plus "failed to send the notification" Please help Thanks Regards, Erick Gamboa
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