Merge request error after recovery from serious problem SDP+ 9303
A few days ago , my sdp+ can not work any more, the CPU load was very high, ereryone of us can't login SDP, So I uninstall it and reinstall a new one ,Restore data use the fullback-date that create by the SDP system 4 hours before it down. Then, the problem was coming： 1、I can't backup data use the script "backdata.bat" in [SDPHOME]\bin, the Key ponit in the log file show that:"Unable to get the data from [ServiceReq_605] table" 2、All technicians can't merge request ,the error message: FAILURE :Problem
Merge request failure after upgrade to 9212
Hi, We upgrade our SDP from version 7xxx to 9212 as the path and steps told by ME website. Seems everything works fine but all technicians can not merge request now. We always get below error message in a yellow box on the top of the page: FAILURE :Problem while trying to merge this threaded request with the selected request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support
[SDP] Mobile Client - how to disable?
Since SDP 9231 has been released IE version 8 and below is not supported, but SDP user after login in is redirected to http://<machine-name>:<port-number>/html/Non_Compatible_Browsers.html page where there is an anchor into a Mobile Client version (<a href="/mc" class="error-returnback">). It is not acceptable for us that users could use Mobile Client version at not mobile devices (desktops). We don't need to use a Mobile Client at all. How to disable a Mobile Client version of SDP? Thanks in advance.
Technician Notification failed
Hi guyz, I have an issue to notify the technicians when one of the technician assign himself to a request. As you can see on the screenshot,i have checked to alert the technician for a request assigned in the notification rules. However,the requester got an email informing him that his request was assigned to $technician. Kindly assist, Brian B.
'Default Request' Template is displayed 2 times
'Default Request' Template is displayed 2 times instead of 1 time. So, in the Configuration Assist we have a 'Default Request' as a Template for Tickets: Thats ok, but if we want to edit a ticket, this 'Default Request' is two times in the Dropdown Box. Both of them have the same effect: is this a bug or incorrect settings? Thanks alot and sorry for the german-language Pictures Greez
Not able to get CI details with SDP API in latest version
I use below xml template and sent request by using SDP API. But it reports SQL Syntax error. (it worked in previous version) xml = ''' <API> <citype> <name>Servers</name> <returnFields> <name>CI Name</name> </returnFields> </citype> </API> ''' {"API":{"version":"1.0","response":{"operation":{"name":"read","result":{"statuscode":"3001","status":"Unknown error.","message":"SQL Syntax Error : Some part of your SQL statement is nested too deeply. Rewrite the query or break it up into smaller
Tasks with No Owner
Hello, We have technicians that upon creating new tasks within a request, if they forget to make themselves the owner - the tasks are NOT visible to him (as the creator) in the listing. We haven't found a way to at least make the OWNER field required or default to the technician who creates the task. When this happens on the technicians assigned request it will show the number of Tasks(Example Tasks (0/4)) however the tab shows nothing.. Hopefully this is clear and you can give me some guidance.
Dashboard Customization
Hi, I would like to know if I can change the dashboard to report on what my staff actually resolve that day as opposed to whats is 'closed' (which occurs three days after resolved) The widget I want to edit is called 'Request Summary'. I cannot seem to edit this widget to show Resolved instead of Closed. Help please.
Not all completed requests are being archived
Hello, It looks like the system is only considering the default completed statuses ("Resolved", "Closed") when archiving requests. Requests that are in a custom completed status (such as "Closed - no Survey") are not being archived, even though they are completed. Sample matrix report for all completed statuses: All columns up to 2015 should show 0 since all these requests are supposed to be archived. Best regards, Demetrius
Exception error in VMware ESXi scan
Hi, We have multiple VMware ESXi in the data center, All hosts have been scanned, except for one host occurs error during scanning. I check server log and find this log: Already a row with the same set of primary keys found in this object, this row <VMInfo WORKSTATIONID="230" HOSTID="null" VMNAME="vCenter Infrastructure Navigator" VMIPADDRESS="192.168.229.207" GUESTOS="SUSE Linux Enterprise 11 (64-bit)" MEMORYRESERVATION="0" MEMORYLIMIT="-1" MEMORYSHARES="40960" MEMORYSHARESLEVEL="normal" MEMORYCONFIGURED="4096"
enabled HTTPS by mistake..
Hi all, I am testing SDP since we consider to buy it. Problem: I activated HTTPS in the SDP-Settings by mistake/just for fun. Now the application on the Server does not start any more. :-( Since I already put some time into customization, I really would appreciate if there is any config file to edit to got back to the previous settings. Else I would have re-install the Application since I do not have any backup becuse its just a test-System.. Thanks! Fritz
Import CI/Assets from CSV only showing last item in CSV.
So I followed the Import CI / Asset steps multiple times. Bind my custom columns in my CI and hit "Submit." The CSV file has 7 rows/items. The Import shows that 7 CI's were imported with 0 errors. When I go to view them under my Asset tab, it only shows the last time from the CSV file imported. What's stranger is if I go to the Admin tab under "Products," it has added in the product info for each item that existed in the CSV file (in the form of model/manufacturer). Has anyone else had an issue
Change API to Add Request - Support Group
Support, We have Group set as a required field in our Chanage Management Module but cannot figure out what the name of the attribute would be for this. It does not seem to be contained in the documentation for a change. Please advise so we can have the Group name be required in our change and continue to use the API to create automated changes.
Request description deleted with reply
I'm new to the forum and could not find the following issue: Whenever a notification is sent to the requester that includes an update to the status the description gets deleted. The change shows up in the history and may be copied back to the description -- a real pain!
Email Fetching Not Working
Today our Service Desk Plus email fetching stopped working. Log file is attached, support case # 8046508 We can access the mailbox fine, and the password has not changed. We have checked everything in the “Mail Fetching Troubleshooting” page here: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.htmlConfiguration Wizard shows connected to mail server successful. We are running Version 9.1 Build 9116. No recent updates or changes.
Multiple assets updating the same record
Hi, I created a golden image on a Panasonic Toughbook CF-31 and added the ServiceDesk client to the image. We use SCCM 1607 to deploy new images. After deploying the image on two new machine, I noticed that the record for the first machine was updated, with the info from the second machine. Only the static information remained in the record I removed the ServiceDesk client from the golden image, deleted the asset record, and re-imaged the second machine. I ran the ae_scan.vbs on the newly imaged machine,
Desktop Central Remote Integration
I have Desktop Central turned on as a remote option, but when I try to use it, it reports that desktopcentral.exe cannot be found. I found some support documents that state that the path needs to be added to the systems PATH environment variable, but I cannot find anywhere on my system or in documentation online that shows where this file is located. Please advise on the steps to provide Desktop Central as a remote control option in ServiceDesk Plus.
Send Notification Failed
For whatever reason this week I have been getting sporadic "Send Notification Failed" error when responding to a requester. It'll work for a little while and then it'll go on a spree of this error. What can I do to correct this?
Error accessing certain support groups for certain sites
Hello, When trying to edit certain support groups under certain sites we get the following error: Sorry an error has occured Unknown error occured while processing your request Any ideas on how to fix this?
REST API - Cannot update ticket to 'Resolved'
Attempting to do so returns "Error when editing request details - Exception while updating Workorder. null" See below:
Option to Select domain for log in disappeared from Old Service Desk Instance
I have an old version of Service Desk that we keep from archive version. it Version 9, My account was admin for the site. I removed log in access for all accounts for everyone except myself, 2 managers, and a generic account that is used to log in to retrieve old tickets for documentation. I was in this old instance yesterday with no issues and made no changes to settings, this morning I try to log in and from the log in page there is no option to select my domain, only wants local login, I do not
ServiceDesk Plus - Show Worklog to requester in the Self-Service Portal
Hello! Is there a way to show Worklog to requester in the Self-Service Portal? Thank you!
How to hide devices that not scan in SNMP
Hi, I added 192.168.120.0/24 entire network IP address to scan switches that have an SNMP credential like below image: In this range just exist switch, but we don't have 255 switches and just 10 switches. I considered show me just 10 switches that scanned in switches section of Assets tab. It's right, but in workstation section of Assets tab shows me other IP address that null and doesn't exist. like below image: These IP addresses are null and don't exist and also isn't pingable. What should I do?
FAILURE :Domain with the same name already.
Dear all , i have a problem with adding a domain to Account Details - Active Directory every time add this domain i see this error FAILURE :Domain with the same name already. Please provide a different name. i need to fix it please Best Regard, ahmed Borham
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
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