SSL Certificate Renewal
Hello, We need to renew our ssl certificate for Service Desk Plus (on premise installation). It an AlphaSSL certificate. Tried to follow these guides but without success (https://www.manageengine.com/products/service-desk/help/adminguide/). Installing SSL Certificate Renew SSL Certificate Installing .PFX Certificate Please help.
Installing PFX file for SSL
I have been trying to follow the directions located here: https://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl4 When I do that without specifying the parameters on my install, the SSL works, but when I try to use my exported star cert to install in there and restart the service. I can never get to the server. It never responds and the splash screen on the server just sits there. Is there something that I am missing on this? All of the threads I am looking at are almost
Problem with approvals triggers after apply 3917
Hi Any body use triggers for approvals automation? I have several that work fine before apply sd+ 3917+ update. ( py scripts) After this don´t work and i don´t have any reason. The request history tab has changed and now does not report anything. The trigger does run, I can not find error trace except for a java type conversion warning when I go to record in the history table. Is there anyone who does the same? JCF
Automated Ticket Creation
Hey All, So I'm just playing around with the Automatic Ticket creation and I'm able to get some stuff working, but not others and I'm not sure what I'm doing wrong...here's a copy of the email from our PRTG Monitoring solution that's being sent to ServiceDesk Plus @@OPERATION=AddRequest@@ @@CATEGORY=Operating System@@ @@SUBCATEGORY=Windows Server 2003@@ @@LEVEL=Tier 1@@ @@MODE=E-Mail@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=High@@ @@GROUP=Hardware Problems@@ @@REQUESTER=PRTG@@ @@REQUESTTYPE=Incident@@
Mail Fetching Fails when automatic reply sent from user
Hello, We are having an issue with Mail fetching for self service fails when there is an automatic reply in the inbox of the self service account. If we delete the email and restart the Manage engine service all other tickets will process until there is another automatic reply. We are on 9.3 Build 9317 Any help is appreciated Thanks Josh
URGENT HELP NEEDED - Cannot See anything new in the system
Can someone please help me out I deleted a few sites from the system. After which the following has happened: 1. All the departments have disappeared from the Departments Tab. They show up in other drop downs but one department comes multiple times 2. If I add a new technician I cannot see him in the Technician list. Searching does not help either. The technician can login and work normally but I cannot see him in the actual technician list I have no idea what is wrong. I need to delete a newly
Server crash when perform Asset scanning.
I use Ent Eval version of SDP。When I try to scan my computers, the CPU usage grow to 100% soon , and the server seems no response. The scan will fail after quite a while. The server run on a Hyper-V VM with 12core cpu and 16G memory assigned. And 3G ram for SDP. In wrapper.log, each crash have a "SDPCrash-OutOfMemoryError" line . Please tell me how to do, thank you! Sorry for my poor English.
Breaks in Work logs descriptions replaced with <br />
Previous tickets that contain work logs with breaks (returns) in the description have all been converted from the break into <br /> after we upgraded from Service Desk Plus version 9313 to version 9326. Is there any way to revert <br /> back to breaks?
Business Rules and additional fields of the request
Hello to all, we have installed a new server with 9320 build. After configure almost all parameters, we have encountered a problem with business rules. We cant use additional fields as a condition. After we select a additional field to add as a condition and click "Add to rules", SDP shows this condition as blank and if we try to save SDP shows this message: "No criteria has been added for this rule" Could you help us? Thanks in advance
Reply Email History
I currently use ManageEngine ServiceDesk Plus 9.0 Build 9018. When a user submits a new ticket we will often email the user for additional details the user then replies. A staff member will then usually reply again for more clarification or call the user our question is when we hit reply on the users email none of the email chain is included in our response its blank. Is there a feature which can allow the email history / chain to stay with our replies as sometimes it confuses the user if they
Problem after 9326 upgrade
After we upgraded to 9326 there have been 3 stops with SPD in a week. Service restart fix it. Logfile show this: [10:23:31:193]|[10-18-2017]|[com.adventnet.servicedesk.utils.MSPFactory]|[INFO]|[108]|: Exception creating instance of class com.adventnet.mspdesk.util.AccountUtil| [10:23:31:193]|[10-18-2017]|[com.manageengine.framework.sqlbuilder.AQBManager]|[SEVERE]|[108]|: Error ignored : null| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|: java.lang.NullPointerException| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|:
ServiceDesk Pro will not start
Hello, I am having issues getting the SDP service to start. Every time I try to access the our web portal from any browser I receive an erro message. Here is the message I get from Google: I have tried the following to get the service back up and running: Restart the service Stop/Start the service Stop the service and execute run.bat from the command prompt The last item results in the following error: Any help would be appreciated.
Sending notification failed.
Hello, For some reason our Sending Email function has today stopped working on one of the installations of ServiceDesk Plus that we have. Email fetching is working fine. It's just the sending of email which isn't working (SMTP). As I mentioned, we have other installations of ServiceDesk Plus running and these are all still working as expected. I have tried amending the SMTP settings to use smtp.googlemail.com and smtp.gmail.com and I have tried ports 25 and 587. After each change I have rebooted
Email Reply text - Spacing and Formating - Rich Text Formating
I have some issues with the Rich text formatting when replying to emails. There is some strange behaviour with the spacing of text but isn't always consistent. On the attached email I have added screen shots of the issues I am having. We are using 9.3 Build 9324 but experienced in previous versions as well. Thanks
Add Remove Columns Fields are blank
Hi, Just added a new custom field to one of my forms and now the add remove columns fields are blank. Is this due to reaching a limit? Regards
Request On Hold Mandatory Schedule
Hi: When a Technician puts a request in On Hold status, and not schedule to change status after X days, the request is on hold status eternally, is it possible to change the state after a period of time automatically??, or SLA notification, or Email notifications, etc Regards Enzo Corniola IT Admin
Problem with Actions using Script
Hi Team, I'm having troubles setting approvers throught scripts using a python file named "python_approver1.py" This is te code of "python_approver1.py": SETTING APPROVALS FOR THE CURRENT STAGE: { "operation": [ { "INPUT_DATA": [ "aabarca@ulacit.ac.cr" ], "OPERATIONNAME": "ADD_APPROVAL" } ], "message": "Sample Python script for adding approvals in current stage", "result": "success" } This file is in the following directory: C:\ManageEngine\ServiceDesk\integration\custom_scripts In the
Requester Sees "Not-Auth" for Certain Requests
Hello, we have a requester who cannot see the Assigned To or Status of certain requests. Instead of the name of the technician or status, it just says "Not-Auth". The requester is an authorized requester and should have the permissions to see this information. Any idea what could be causing this? Let me know if you need more information. Thank you!
Return an Item in a PO
We returned one item for a particular PO. I am unable to take it off the PO. I used the edit feature, but it will not let me change the quantity to zero. How do I resolve this?
Assigning Group/Technician Failed Error
Good afternoon, We are receiving the below error message when trying to assign a request to a technician: We're only seeing this happen with two requests currently. It is already assigned to a support group, but when we select the technician from the drop-down menu we get the error message. Any idea what the issue could be? Thank you!
Solutions Missing from Self-Service Portal
Recently noticed users do not have access to see Solutions in top menu. Looking at Self-Service Portal settings I can't add the widget, it appears to be gone. Looking for any input on what to check (permissions, etc).
Agent Scanning - Schedule stopped working
Hi, Normally my SD scans my network at 12 pm each day. lately this has stopped working. Is there any way to get this working again?
Mail Fetching Stopped AGAIN!!!!
Support, what is going on with SD+ ?????? I updated my system to the latest version and now the mail fetching engine is randomly stopping and starting. I've raised a support ticket but heard nothing back. You need to step up response times guys. This is unacceptable. We are losing business as a result of this. First error was Latest error is Error processing email with subjectOfMail : 29091607.xlsx and messageid : <HE1PR0302MB26344EC6A027C9F66A81D57DCB7D0@HE1PR0302MB2634.eurprd03.prod.outlook.com>.
When user reply to request, a new request is created instead of merged into original request
Hello We updated to Servicedesk Plus version 9320 a couple of days ago. And ever since we have gotten at problem. When users reply to requests a new request is created instead of added to the original request. We then have to manually merge the request into the original request. It worked fine before the update. Just to be clear im not talking about closed requests. Anyone experiencing the same problem? Martin
ServiceDesk app not starting after installation. Error starting PostgreSQL server
Hello everyone, I hope somone can help. I just installed the free version of ServiceDesk on a Ubuntu 16.04 machine. While the install seemed to have gone through just fine, it does not start. When running the ./run.sh script, it ends up with this message: Server is starting. This may take a couple of minutes ... Free edition... Trying to start PostgresSQL server failed Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details I cannot figure out
Servicedesk Production server Crashing.
We had just recently upgraded to 9324 after we had tested this version on a test server I have set up and everything was fine (though that server only has 5 technician licenses so I can test a full load) Recently (and before the upgrade as well) Servicedesk has been crashing. Originally I was seeing: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ) So I added min and max pool size with the max being 350 yesterday. Today it crashed again but i am not seeing that error.
Scanning dual boot OS
Hi all, We're trying to scan machines with dual OS (MacOS with BootCamp), however, only one OS at a time is getting scanned by the system, Is there a way that both OS will be scanned? We've already tried changing the serial number on Asset records, however, when the system performs scan the hostname gets changed to Hostname_old format. Is there a workaround for this issue?
Tickets not closing due to undetected subcategory
Just upgraded from 9320 to 9323 so I'm not sure where the problem is, but I've got one. Typically, to close a ticket I go to the Resolution panel, enter my info, then set it to Closed when I Save. Now, it will save my Resolution text, but the ticket stays open with a message that says it cannot be closed without a Subcategory. Subcategory is a required field, so the ticket wouldn't be created without it. When I go back to the Request tab, the Status is still Open, even though there is a Subcategory
update from 9.2.34 to 9.3 top menues gone
Hi. Our server is in 9.2.34 and we want to update to 9.3 First I wanted to upgrade directly to 9.3 from this file I've downloaded: ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_1_0.ppm But it said this patch is for 9.3 versions. so I first use this patch to upgrade to version 9.2.38: ManageEngine_ServiceDesk_Plus_9_2_0_SP-0_38_0.ppm and after that I upgraded to 9.3: ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_1_0.ppm After that all top menus are gone and cant do anything. what's the problem? server log:
"In-Reply-To" and Zendesk
Hi there, We're having a bit of issues with a client that uses Zendesk, so I figured I'd try the forum to see if someone might have a suggestion/solution to the issue we're having. The problem is that answers to new issues between the two helpdesk systems get put under old issues/threads, first on their side and then on ours as the old issue thread on their side still contains the ##<issueID>## in the subjectline. The client contacted their support for Zendesk that pointed out that the incorrect
How safe is it to remove Advanced Analytics and add it again?
I think the password has changed and AA no longer talks to SD+. Too wary of these products to just remove the set up and add it again. Has anyone done this? It wont affect the SSD+ database if I do will it? TIA
When editing asset - workstation model is lost
Product: Service Desk Plus Version:9323 Module: Asset management Decryption of problem: When asset is selected to edit, for example workstation and model field is populated in edit window drop down list this field is cleared. Form don't remember what entry was associated with this asset and asking to select again from drop down list. Problem 2: When vendor field is populated in the same asset and you are selecting Model it clears the Vendor also... Please see screenshots. We tested that on multiple
Custom Trigger does not run! Is there a log to check?
Hello, I am trying to run a custom trigger whenever a request is edited or changed. I am using python. Is there a place that I can check if the trigger ran? Error? I looked in the log directory of service desk and did see anything. The Execute Script is: py fixDashBoard.py $COMPLETE_JSON_FILE To execute python, I need to run py instead of python. This is on Windows 2012 application server for
Is it possible to update technician data via API?
Hi, Currently we have integration between our ID management (IDM) system and SDP to automatically add and update our company's employees into SDP via add & update Requester API. However, we encountered error when IDM sends employee data for SDP users who are Technicians. Is there any API that we can use to auto-update data for Technician? Please assist us to resolve this error. Thank you.
Submitted webforms do not have Due By or Respond By dates populated
We have service request templates setup with urgency, impact and priority already set. When these forms are submitted, they do not populate the Due By or Respond By dates, even though there is an SLA in place. What do I need to do to make this happen?
Preventative Maintenance Task doesn't save
Hi I've been having various issues with preventative maintenance tasks recently, inparticular editing the schedule. We were closed for several weeks during the summer so I switched the tasks to a one off event. I'm now trying to switch the tasks back to a weekly schedule however the schedule seems to hang the server preventing picking up email or other issues. I have managed to edit 2 by stopping SDP and then starting it again, however the third one still doesn't seem to save the schedule even after
Unable to start service desk
[root@bkr-tpiticket-01 bin]# ./run.sh Not exists ================================================================================ 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 -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Problem importing images for signature
Hi, Trying to set up a signature and having problems importing the image. Its just a 64K jpeg. I've tried other formats but get the same "Sorry an error has occured" message. Any thoughts? Regards
ServiceDesk Plus will not start
Hello, I am having issues starting the program. I cannot log into the web portal trough any web browser. I just get the following error: So far I have stopped and restarted the service, but it will not stay running. I've also stopped the service and tried executing the run.bat file in command prompt. This last method gave me this error: I'm not sure what to try next.
API FAILS to Add Change
Hi, The API docs are very hard to use because they don't reflect the way to tool actually works. The sample code provided for Add Change doesn't even work in your own documentation! See attached pic. Similarly, the error message i get when using postman is confusing. I have what appears to be all of the correct parameters listed, but continue to get this error. In the documentation "group" and "groupname" aren't even listed as available parameters. FailedGroup is a mandatory field. Please provide
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