About Removing Domain and add Agine
hello there , i just Removing the Domain from AD list and Remove it from Windows domain Section and when a i try to add it again it show me Error :FAILURE :Domain with the same name already. Please provide a different name thanks
Cannot delete department or wipe out Additional Fields
Hi, I am using ServiceDesk Plus version 9.3 Build 9301. I created three departmets which I now see from Default Settings. I cannot delete them and error message shows: "Department is being used by module. Hence cannot delete it." How can I get those deleted? Earlier I added some Additional fields on Purchase - Additional Fields or to the Contract - Additional Fields. I am not sure which one because i already deleted them. Both Additional Fields are empty. Still there are possible to assign these
Reporting Issue with Boolean Based Values after upgrading to 9300
We upgraded to 9300 last weekend Today, I ran an existing report and at first I did not think it gave me the results I expected It returned 1755 results When I looked at the filter options it looked correct I happened to click on the values for Pending Status and instead of returning showing "yes" or "no" as the Boolean values had done in the past, it is now showing the actual “1” or “0” values. when I selected "1" to rerun the report it returned values that are both "1" and "0" ("Yes" and "No")
Service Desk Remote Control via Agent Issue
When trying to remote control a system using the the agent the connection gets established but the viewer never opens. All we get is the following window and nothing else: Any help would be appreciated as we are unable to use the agent to remote to any systems. Thank-you.
Images in notes
Hello, We are able to paste images in the request notes, but only when using Internet Explorer 11 or Firefox 52. Any idea why it does not work with Chrome 57? Best regards, Demetrius
SDP 9121 backup error 'relation does not exist'
Guys, I've got a problem upgrading and running backups from it. I also noticed al scheduled backups were failing. In the C:\ManageEngine\ServiceDesk\SDPbackup.log file the end of the file says: "ERROR = *ERROR: relation "servicereq_3301" does not exist Position: 22*Exception while backup processjava.lang.Exception: Unable to get the data from [ServiceReq_3301] table" I'm on Postgresql. No idea how to get into that database. If i run backupData.bat manually, i'm seeing the same error in the cmd
REST API Updating additional asset pick-list field
When trying to update an additional asset pick-list field using REST API I receive an error message: <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Tunn</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>NX21655</value> </parameter> </criteria> </criterias> <newvalue> <record> <parameter> <name>Adress</name> <value>Valfisken</value> </parameter> </record> </newvalue> </citype>
Invalid Data Provided (For input string "null") Problem on Asset Modify
Hi, When we try to "Modify State" under the "All Resources" Invalid Data Provided (For input string "null") error shown. If we try "Modify State" under the just "Monitors" or "Servers" etc. there is not any error and its working. Can you help on this error? Version: 9.2 Build: 9219 [12:20:43:897]|[07-15-2016]|[SYSOUT]|[INFO]|[5110]|: [JBOSS] AbstractExceptionHandler: Unhandled exceptionjava.lang.NumberFormatException: For input string: "null" at java.lang.NumberFormatException.forInputString(Unknown
Can't connect SDP to new Exchange Server 2013 after migration.
Trying to connect via IMAPS TLS and keep getting the message " FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I'm not using a self signed cert, our cert is from Godaddy and is valid. I'm also able to connect to the account with outlook via IMAP TLS with no issue. I found this old thread here https://forums.manageengine.com/topic/gencert-bat-not-working-ubuntu, I'm also on Ubuntu
Notification Bell Doesn't work
Hi Build 9303 - Notification Bell Doesn't work I tried to recreate EXTRACTED folder checked setting: <Connector SSLEnabled="true" ciphers="TLS_ECDHE_RSA_WITH_3DES_EDE_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA256,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256" clientAuth="false" connectionTimeout="20000" keystoreFile="${jboss.server.home.dir}/conf/wildcard_a.pfx" keystorePass="xxxxx" maxThreads="200" port="8081" protocol="org.apache.coyote.http11.Http11NioProtocol"
Automatic set request to resolved when Resolution field is populated
Hello My company and my self just started using Servicedesk Plus. I would like to know if theres a way to automatic set request status to resolved when resolution field is populated or when you save the resolution? Martin P
Service Desk not running
OS-Windows Server 2008 Standard R2 IIS is running port 80 works service desk is supposed to be on 8080 everything was working on it till yesterday than it quit responding I have looked at the services they all appear to be running but have restarted the server several times with nothing changing tried connecting with localhost on port 80 on the server and nothing any help would be appreciated what services do I need to look closer at to make sure everything is up and running we have been using this
Notes Not Being Added
Hello Help Desk, Our department has been having an issue with notes not being submitted/saved after clicking the Add Notes button. It will often just "hang" with the grayed out Add Note button. This leads us to have to refresh the page and, in turn, lose the text that we just entered. This has caused us to type everything into a separate text editor beforehand just in case it happens. Also, this doesn't happen every time so it is tricky to replicate and troubleshoot. We are currently using ServiceDesk
Second Approval getting error message
Hi, I update my Manageengine ServiceDesk Plus to version 9.0 Build 9041. After i upgrade to the above version, my request for 2nd approval always appear below message: On previous version the 2nd approval can do approve or reject the request. Example of scenario: 1. I got a new request from staff 2. I submit approval to their manager 3. After their manager approved, i will submit another approval to IT manager. for the IT manager approval always appear above message. is there any setting that need
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Whenever tried to connect to exchange server it throws error as: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Log file shows error as: [12:46:52:032]|[03-29-2017]|[SYSERR]|[INFO]|[56]|: javax.mail.MessagingException: Network is unreachable: connect; nested exception is: java.net.SocketException: Network is unreachable: connect| Please help.
Upgrade from 9302 to 9303 or 9304 fails
I am getting really good at the rollback process. I have performed at lest eight trying to upgrade to build 9303 and after that failed to build 9304 that is also failing. After the latest failure, I left the system in it's failure state hoping there is some information I can retrieve to tell me why it fails. I am using the 64 bit version of the software running on Windows Server 2008 R2 Standard with a Microsoft SQL Server 2014 database running on Windows Server 2012 R2. H E L P ! ! ! Update: Now
Agent not Communicating with the server
Dear Support, We are facing failed scan error after moving our SDP Server to DMZ Pool. All Devices and workstations are communicating nicely which are in DMZ Pool. In other VLAN's we are experiencing the scanning problem. List of Pool DMZ Pool: 172.16.0.0 LAN: 172.17.10.0 WLAN: 172.17.11.0 Printer and other SNMP : 172.17.12.0 Please Help us out in this regard. Error Log for your reference [10:56:43:640]|[03-28-2017]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[92]|: Form passed is :
Asset Scans not working for HP 6500 model laptops
Good morning. We are unable to scan 2 models of HP laptops on out network. The are the HP Probook 6560b and HP Probook 6570b. We cannot scan from the server because it is located within our DMZ for public access. We need to be able to have clients report into the server. The HP model 6560b and 6570b laptops are not doing this. Every other model of laptop and desktop we have is doing this without issue including other models of HP laptops. We can see the laptops however they will not report back.
Reply "To" Field Not Populating
I previously didn't have an issue but now it seems I cannot get the "To" field to populate when hitting the "Reply" button. I am submitting a request as a Requester, and once I go to the application and hit "Reply" (Figure 1), the dialog appears and the "To" field is not populated. I'm not sure why. The requester submitting the request has a valid e-mail address configured. Figure 1 Figure 2
Cannot Integrate with Desktop Central
Greetings, I've setup the Desktop Central integration inside of Service Desk Plus. The two can see each other and communicate. I'm using Active Directory authentication for both SDP and DC. I've changed my synced AD account in SDP from a requestor to a technician. When trying to turn on the MDM settings in the technician settings, I check the box, select admin and save. SDP reports the save as successful but it doesn't really save. I cannot see the Desktop Central buttons in SDP and if I go back
Add Link in Email for User to Change Priority
I am wondering if there is a way to have a link in the email when a user emails the helpdesk and a new ticket opens to link back to the case where they can update the status? We have a lot of users that email the helpdesk and they get the priority of normal but I would like to be able to link to their case so they can update the status. Is this possible?
HP laptop agents will not communicate with server properly
Hello. We have two models of HP laptops here at our company which will not communicate with the server. We can send an asset scan request to them however they will not return the request like they should. We cannot get the asset information from them that we need. All other models of laptop seem to be communicating normally. The models we are having problems with are the HP Probook 6560 and 6570. I haven't been able to get much help on this and need to get this resolved. Is there a setting on that
Backup Technician Assignment Failed or Overridden?
We have several business rules in effect, dictating that tickets with a certain category or subcategory be assigned to a specific technician, so that category X tickets go to tech A, category Y goes to tech B, and category Z goes to tech C. We also use the Scheduler to allow everyone to see when a particular tech is out, and for that tech to specify a backup so that all tickets will be assigned to someone else. I've seen occasions where this didn't seem to work, but didn't look into it. Today,
Cannot update additional asset details fields using API
I am trying to update an additional asset details field called "Room" and the description of an asset of type "Thin" named NX21655 by using the API. See XML below. The description is updated without any issues, but the field Room does not get updated. Why is that? <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Thin</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>NX21655</value> </parameter> </criteria>
Can a user change a ticket priority after they created it in the Self-Service Portal
Can a user change a ticket priority after they created it in the Self-Service Portal?
Fix for sorting PO by PO number
Dear SDP Team, Can we please have a fix for the sorting of the PO Number column. It sorts alphanumerically rather than numerically. The numeric search is the easiest way to quickly find the newest request. Right now, my sort result shows 10 100 101 102 103 104 105 106 107 108 109 11 110 111 ... This request has been outstanding for some time. Thanks, Adam
Script fails when AD USER has an apostrophe in name ex. abc ' D slva
Script fails when AD USER has an apostrophe in name ex. abc ' D slva Action Executed is :sendmail notification to sap Message: Traceback (most recent call last): File "sendemail.py", line 62, in requestJson= getSDPJson(sys.argv[2]) File "sendemail.py", line 27, in getSDPJson data = json.load(data_file) File "C:\Python35-32\lib\json\__init__.py", line 268, in load parse_constant=parse_constant, object_pairs_hook=object_pairs_hook, **kw) File "C:\Python35-32\lib\json\__init__.py", line 319, in loads
Agent scan failed frequently
Hi Support ##8040773## We are facing agent scan failed frequently, please kindly assist. The logs has uploaded as well.
Migrated Linux to windows
Hi, We migrated our tool from linux to windows. authentication was changed from LDAP to AD but currently we unable to view the attachement it showing file not found Regards M.Ari
JRE upgrade is pending
I am facing problem of upgrading service desk when trying to select service pack and getting error " JRE upgrade pending start service desk service and try again" I tried to stop all services and start again also there is no other folder name Jre_old or Jre_new which can be renamed. how to resolve this issue?
$COMPLETE_JSON is not realy JSON format
Hello! I get neat data: I can not simple parse data. for example: {WORKORDERID:529,REQUESTER:Oleg,CREATEDBY:administrator,CREATEDTIME:1488388369638,DUEBYTIME:-1,RESPONSEDUEBYTIME:-1,FR_DUETIME:-1,RESPONDEDTIME:0,RESOLVEDTIME:0,COMPLETEDTIME:0,SHORTDESCRIPTION:Слово раз, слово два, всеконец,TIMESPENTONREQ:0hrs 0min,SUBJECT:Тест запятых,REQUESTTEMPLATE:Default Request,MODE:E-Mail,SLA:,DEPARTMENT:Сервис сетевого оборудования,EDITORID:null,EDITING_STATUS:0,IS_CATALOG_TEMPLATE:false,SITE:,ISVIPUSER:No,SERVICE:,CATEGORY:,SUBCATEGORY:,ITEM:,TECHNICIAN:,TECHNICIAN_LOGINNAME:-,STATUS:В
Integrating Nexpose to Manage-Engine Service-Desk
I'm trying to integrate Nexpose into manage-engine. So for example, everytime nexpose generates a critical bulnerability, a ticket should be created in manage-engine. Nexpose has a ticketing engine https://github.com/rapid7/nexpose_ticketing, which I'm trying to use but I'm confused on what to put in their config file. Totally new to all this, don't mind the ignorance. This is what part of the guide says I'm not sure what to put for the rest_uri. I have access to my company's manage-engine which
Assigning technician via mobile app - no notification to technician
HI guys, We are testing mobile app at the moment. When I assign or re-assign a ticket to a technician there is no e-mail notification created. Why is that? Regards, Tom
Home Screen showing all task instead of my task
On the home screen for the techniciens in the section my tasks its showing all the tasks instead of only the open ones for the logged in user, any ideas?
Importing Requesters from LDAP
Hello, I am evaluating ManageEngine ServiceDesk Plus on premises. I am trying to import requesters from our OpenLDAP directory, following the documentation here https://www.manageengine.com/products/service-desk/help/adminguide/configurations/user-management/configuring-ldap.html The users get imported however their E-mail is missing. We do not use the mail LDAP attribute, but rather 'primaryEmailAddress'. As such I have set the LDAP Server Type to 'Others' and the Mail Attribute Label to primaryEmailAddress.
Can't add "plus sign" to field name
I am trying to add a "+" to the field name but it removes this. I am sure this exists with other characters as well but have noticed it with "+" at: After I "Update" the field values and go back to the field to edit the "+" has been removed:
Error after upgrading to 9.3
Good day PLEASE ASSIST URGENTLY! After upgrading our Service Desk Plus to version 9.3 we get the following error when trying to open a logged request. " Sorry an error has occured Unknown error occured while processing your request" Have tried to get assistance with not much luck, or help for that matter. Already logged the following incedents: 8038045 8039405 I also get the error when I go to “solutions” PLEASE HELP
error connecting to pgsql database
Hi. Im getting this error trying to connect to the database: psql: FATAL: no pg_hba.conf entry for host "::1", user "postgres", database "servicedesk", SSL off" In looks like others have had this issue previously and were issued a file to correct it but the download link no longer works see this thread: https://forums.manageengine.com/topic/servicedesk-admin-password-reset Our current pg_hba.conf is attached. does anybody know how to fix?
Search by email
Hi, Is it possible to search for a requester by thier email address instead of the username. Our default usernames are employee numbers so it would be easier to search by name or email address instead of account name when creating a new ticket.
Page cannot be displayed
We recently migrated from SDP on prem to SDP OnDemand. It trying to receive purchased items, I noticed there are several components/assets missing. I tried to access the on prem version but was receiving an SSL issue which prevented the login page from being displayed. I ran the batch file to change the webserver port to 80 using HTTP protocol. I now get a page can't be displayed error. I have tried to start the Postgres service but get PS D:\ManageEngine\ServiceDesk\bin> .\startDB.bat server
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