Software licensing details inaccurate
Hi, We are currently trying to get our CMDB up to date with licencing, and we have come across a problem where the totals in the Software Details tab are higher than those in the installations tab, resulting in our software showing as under licensed even when we have available licences. For example, we have verified 118 installations of visio, and 194 licences purchased, however, the totals on the software details tab show 123 installations with 5 unlicensed. But when we go to the installations
\n and \r showing in POs post 9.3 upgrade
Have noticed that all our pre-9.3 entered POs in the system are showing \r and \n in Shipping Address, Vendor Details and Billing Address. Not sure why those are now showing as they previously weren't. Has something changed with those fields so that escaped sequences are now being shown literal? How can I go back and remove all the \r and \n from these fields, is it a dB UPDATE I should/can run?
How to merge two service catalog
Hi, Do you have any solutions to merge two service catalog? Thanks
How do I control the order of Check Box items in a Resource question.
Hello, Im trying to add checkbox items into a question. I wish other to be at the bottom However it comes out in a random order not related to order put in or not even alphabetical. Can you please help? Jonathan
We are unable to import ESXi hosts to add to our SDP inventory/assets
We are unable to import ESXi hosts to add to our inventory. We do NOT have VCenter and instead run standalone ESXi Hosts. We can manually scan them and a XML File is created, however we are not able import it. We can add our Linux KVM VM hosts just fine, however we'd like to import our StandAlone ESXi hosts as well for adding asset to the change controls, tickets, problems etc.
Please help me
Help, I can not start the server from the help desk and I can not see anything, I initially uninstalled the program by mistake, but when trying to install again I could not execute it, I really need help. Tells me that port 8080 is busy, so I change it as I found on some pages but the problem persists
How do I change a login username? (for a technician)
We just discovered the Service Desk Plus iPhone app and would love to get started using it. Unfortunately, quite a while back I used my Active Directory username, but did not have it authenticate against AD/LDAP. Now I can't log in to the mobile app because my username is the same as a directory username, so the app gets confused since it isn't multi-domain aware. Any thoughts on how I can change my username without changing any historical data? I imagine my username should only exist in one location
upgrade versio
whats wrong ... i would like to upgrade my version and i check this Your Version : 9.3 Build 9300 Latest Version : 9.3 Build 9314 [Details] then download this : ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm but when i run the upgade it say , its allready there the patch how can i be ? thanks \
passthrough auth fails
after upgrade to latest version of sdp passthrough authentication has failed below is exert from jesper.log 2017-07-01 02:00:55: NETLOGON: Bind successful 2017-07-01 02:00:55: NETLOGON: Session authenticated 2017-07-01 02:00:55: NETLOGON: Secure Channel encryption installed 2017-07-01 02:00:55: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2017-07-01 02:00:55: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2017-07-01 02:00:55: HttpSecurityService: Domain\username successfully
Cant connect to mail fetching error.
Hi. Seeking help to connect to mail fetching, its keeps saying error to mail. We have: exchange 2013 on a windows 2012 server the servicedesk is installed on a windows 2012 I am confused about whish account I should use to connect with. A domain account or that mail account? see picture.
Upgrading from 9307 to 9314
Hello, Last night I tried upgrading our ServiceDesk software to the latest build. I performed a backup of the database and then when the Java UI came up to select the service pack file I downloaded from https://www.manageengine.com/products/service-desk/service-packs.html I get a message that says we are already on the most recent build. However in the about section of ServiceDesk it still says we are on build 9307. Any help is greatly appreciated! Thank you, Skylar
Custom Trigger Bug
Dear All, I understand that this was a bug with reference to Id SD- 62613 .But when ever the custom script is run it brings the error below. I am currently using 9.2 Build 9239. Do you think upgrading to the latest version would solve things as the custom trigger is a major requirement for most of our automation. Kind regards, Seruken
the server is not running, please help me
I have a problem to start the application, uninstalled it by mistake, but when trying to reinstall it has been impossible, try many times but the problem persists, the server is not started correctly and could not view the application again, please help . I tried as I said in a forum to change the port but I still can not make the application work.
How to Scan Esxi 6.5 or vSphere 6.5
I really don't want to scan the vm's that are associated with vsphere I just want to get the physical hardware information. I have tried this a few different ways and haven't had any luck. We have created a user in vSphere and gave it read-only permissions. We than added this user as a Vmware-Credential in the credential store. I have tried to use this user to scan the individual hosts as well as the vcenter server. I always get a "credential not configured" error. I really, really DO NOT want
Unable to edit assets in SDP
Dear Support, I am getting an error message "Loading Failed" whenever I try to assign an asset to any user or department. Is there any way to fix this? The DB is PGSQL and build is 9300. The log files are attached.
python scripts do not run
When we try to execute a python script from a custom trigger the message we get is “Return Message in Request Action Menu Invocation :: successfully executed”. However the script doesn’t work and from the logs we see these errors: 4:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|: java.lang.NullPointerException| [09:39:34:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|: at com.manageengine.servicedesk.actionplugin.workorder.WorkorderActionExecutor.handleReturnOperation(WorkorderActionExecutor.java:144)| [09:39:34:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|:
FCR UNMARKED
Hello All, Can you please let me know what does the below operation mean? Operation: FCR UNMARKED, Performed by the System I see this event in the "history" tab of any given ticket but I am unsure of what is this action and why the system does it on marking a ticket as resolved. Thanks and Regards, Kishore Kallavi
SLA's broken. Again.
This is getting silly now. I've set up a business rule that sets the priority for incoming email to 20 minutes response and 21 minutes resolve time. It was working but now I am getting this?????????????? We are trialing this for an important business function but I am rapidly losing any faith in this application to do anything in a remotely consistent way. The idea of paying for support sounds good but if there are going to be this many issues I wonder if I would be better off looking else where.
Project don't display in gantt view
Hi as you can see in the screenshot projects don't display in my user Projects>Gantt View properly. Projects display properly in local administrator user. my user role is project admin and my servicedesk plus version is 9.3 Build 9313 Thanks
Error
Hola Tengo este error como lo puedo solucionar ERROR:Configuración de correo electrónico se guardaron correctamente. Pero se produjo un error al intentar comprobar la conexión con el servidor de correo electrónico - No se puede abrir el buzón de correo en el modo LECTURA/ESCRITURA. Saludos!
reference url in notifications does not show server's fully qualified domain name
Hello, Please assist how can i make the email notification's parameter ($RequestLink) show the server fqdn? Our SDP is installed in centos machine (joined to domain with DNS records) and i have changed host name to server's fqdn (helpdesk.domain.local) But when we receive any notification the click for details info only shows: "Click for details: https://heldpesk:443xxxxx" Thank you assistance, Vanessa
Support >> Community Tab
Hello Team, I have been requested to provide the support file from Support >> Community tab. Where can I find this file in the GUI? Thanks and Regards, Kishore Kallavi
Scan Now is not removing software from computer that has been uninstalled.
Software is still not removing from list for computers, when it has been uninstalled from computers. Even when we re-run the scan on the computer, the software stays there. We have to manually go in and remove the software from the list for the computer, in ServiceDesk. Then re-run the scan.
Prevent to uncheck tasks when creating a request from a Request Catalog
Hi, How to Prevent to uncheck tasks when creating a request from a Request Catalog. It should be mandatory.
Assigning of tickets after Business rules are run
All, We've setup some business rules to route tickets to our various site queues. This works great until you have some techs that don't check their queues for a week. Is there any way to auto-assign the tickets once they are in these site queues? If possible, using level of effort as the main load balancing medium. Thank you, Tom
Failed to start the server
[10:47:21:150]|[07-11-2017]|[org.apache.catalina.core.StandardContext]|[SEVERE]|[30]|: Error starting static Resources|java.lang.IllegalArgumentException: Document base /SD/ManageEngine/Servi ceDesk/server/default/webapps does not exist or is not a readable directory at org.apache.naming.resources.FileDirContext.setDocBase(FileDirContext.java:140) at org.apache.catalina.core.StandardContext.resourcesStart(StandardContext.java:4894) at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:5074)
Patch 9312 can no longer login with passthrough on any browser
Trying to keep on top of the IE11 issues, thought I'd patch to 9312. Can now not use passthrough to log in with any browser (IE11, Chrome, Firefox). Receiving the message "NTLM Failed Redirecting To Login Page." Having to restore back prior to patch.
Bug in Google Chrome 57.0.2987.133
Currently when on Google Chrome Version 57.0.2987.133, when clicking on the Reply button in a request and starting to type - after a few seconds you can no longer type unless you hit Return a few times or re-click back into the field you were typing. We have tested this on multiple computers on this chrome version and all of them have the same problem. Could this problem be looked into or confirmed? We are on Build 9224 in case this was something that was fixed between then and 9306.
PostgreSQL Error
Hi, We use Qlikview to report over our Service Desk Plus postgresql database via an ODBC connector. We pull in the records using the following query: SELECT * FROM servicedesk.public.workorder Now this has been working for a while but has recently stopped because of the following error: Error: SQL##f - SqlState: 22P05, ErrorCode: 1, ErrorMsg: ERROR: character with byte sequence 0xef 0xbb 0xbf in encoding "UTF8" has no equivalent in encoding "WIN1252" I suspect this might be down to the ODBC connector
ServiceDesk Plus - Email Signatures
Hi there, Unfortunately, since our cached Manage Engine folder was re-created when Manage Engine support last resolved an issue for us, our email signatures no longer show in our replies from within ServiceDesk Plus. I've tried renaming the cached folder again so that another is automatically recreated, however this has not resolved the issue. I've also tried removing all signatures that our technicians have set up and created them again without success. Is this something anybody else has previously
Request time created does not change with site and group
Hello, Just wondering if the created date and time of a ticket is "craved in stone" and does not change when the ticket is assigned to a new group in a separate site: Example: Email is auto assigned to team member in site A, group A with an SLA of 20 minutes. The team member will then assign the ticket to the site and group called B. The SLA for B is 40 minutes. which does apply but its from the time the ticket was created, not when it was assigned to the B team. This is central to my UAT and
How to include Added resources when copying a template
Good day, I have finalized a New Hire form and would like to copy it so I can use it as the base for our Termination form. however when I do this none of the resources copy over. How can I get the full template, resources, task, and forms and field rules to duplicate?
Error When Trying to Show All Tasks
Good morning, One of our users is getting the error message below when clicking the "Show All Tasks" button and when trying to show all tasks from the quick actions drop-down. Sometimes they get just a blank white screen, but when they refresh the page the error message comes up. They are able to navigate everywhere else in ServiceDesk except for the taskdetails.cc page. We've tried using a different browser (Chrome and IE11) and still get the same error message. We're running build 9307 and I'm
Technicians Raising Requests
Hi, When our technicians raise requests, unless they know which queue it has gone to, there is no real record of their incident requests. I've gone through every filter to find a ticket when I raise it as an Incident and not a single one shows it. Is there something we need to do to view these ? We can add a custom view , but each technicians would need to do it . P.S Is there a report \ custom query you can do on these custom views ? A
Print Preview error
Hi, Could you help me please to check the error attached, trying to use Print Preview option it's showing only the error: 404 Unfortunately the page you requested does not exist. You made a mistake when typing the page address (URL). Clicked on a broken or incorrect link. The requested page has been deleted. Go back and try again Return to home page And it's not showing the ticket information If you need more information please let me know ! Thank you !
Configure Reverse Proxy for test platform
Hi, I am building a reverse proxy server for our Service Desk Plus. The idea is to use the same domain/subdomain for production and integration builds however I want to point the test server to a subfolder - Test. I am planing to use IIS as a Web server. The outcome should be: Prod URL: https://subdomain.domain.com Test URL: https://subdomain.domain.com/test/ Rewriting to prod internal server IP works fine for me, however I am having issues to set up a reverse proxy for the subfolder /test. Has
All approvers have to approve the submit for approval menu
Hi, Some times in incident management we have to submit for approval, but when I submit for approval, all approvers haven't to approve the incident request. means any approver can approve a request, provided the others do not reject. How to add multi stage approval for incident. Thanks
Ticket in Dashboard is marked as 'OTHERS'.
Hello. A technician account that no longer exists is listed during the assignment. It is not displayed when configuring the technician accounts. There is one ticket marked as 'others'. But I can´t click it. How can I delete this technican account? Thanks and Greetings Jan
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
ServiceDesk service not starting
ello, today we can’t log in ServiceDesk (the web interface Works ok), we reboot the server and now the ServiceDesk service does not start. We have ServiceDesk 9.2 9230. wrapper.log file : STATUS | wrapper | 2017/07/04 07:56:50 | Starting the ManageEngine ServiceDesk Plus service... STATUS | wrapper | 2017/07/04 07:56:50 | --> Wrapper Started as Service STATUS | wrapper | 2017/07/04 07:56:50 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2017/07/04 07:56:50 | Copyright
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