Can't update ServiceDesk to latest build
We currently have ServiceDesk Plus v9.2 build 9236 and we want to be updated to the latest version (v9.3 build 9304). We are a little behind on the update, and I understand I need to update to build 9300 first before going to build 9304, I followed the instructions https://www.manageengine.com/products/service-desk/service-packs.html#sp but when at Step 4 which is updating, the Installation Wizards say "Backup has failed during the upgrade. You can start the application as the upgrade changes are
Customize Login Screen - Add policy warning
Hello, I want to customize the login screen for our Service Desk Plus. I realize that this has been asked and addressed many times before such as https://www.manageengine.com/products/service-desk/faq-general-modules.html#customization1 and https://forums.manageengine.com/topic/wish-to-customize-my-login-screen. I followed those instructions (Saving the page as index.html and editing it, and then putting it back in the same place). The problem is that the login page is dynamically made. I can go
Android app won't open ticket attachments
Beginning yesterday, we are having trouble with attachments opening in the Android mobile app. Every time we try to open an attachment within a ticket, we get "Error Could not connect to the server". It doesn't matter which attachment, or which phone. We upgraded to the latest version of SDP last night, but it did not resolve the issue. Has anyone else encountered this and know how to fix it?
Project Template Issue
I created a basic project template to do some testing with. (Figure 1) When the templates site field is set to "Not associated to any site", it causes the template to default what appears to be the first site in the available list. (Figure 2) Figure 1 Figure 2
Problem with search in SDP 9304
Hi I have updated to the new SDP version 9304 and now seach function does not work in several languages. When I test Swedish and Norwegian and select to seach in request but search is in Solutions instead. It work when I select English and Danish. The same is when I search on Assets, the seach result is on Solutions instead I have this behavior on both production server and test server. //Peter
Navigating to Admin page redirects to https and does not connect
After the upgrade to 9301 and then 9302 we are seeing the following behaviour: When in: https://samplewebsite.COM/TechMatrix.do we click on Admin button it redirects to http://samplewebsite.COM/app and does not display the page. when you hover over the Admin link it shows the hyperlink as: https://samplewebsite.COM/app#/admin but does not go there. Please look into this.
DataRestore Failure to Test server
Hi, Am trying to do a data restore from production to test server in order to look at a upgrade issue. I am restoring to the same version (9213) but when I use command run.bat it failed on AdventNetServiceDesk Has anyone come across this before. I am doing a restore to test server as every time I do a service pack update it fails so trying to replicate the issue on the test server. I have also done the same upgrade path as live so installed full version 9212 and that started up fine, then updated
Problem installation at Centos 6.8
Hello friends, I am trying to install SDP at Centos 6.8 Server but i have a problem. The package start the process but after a few lines the installation its stopped and go back to prompt. [root@bdh ~]# chmod a+x ManageEngine_ServiceDesk_Plus_64bit.bin [root@bdh ~]# ./ManageEngine_ServiceDesk_Plus_64bit.bin -console InstallShield Wizard Inicializando InstallShield Wizard... Buscando la Java(tm) Virtual Machine... . Preparando la Java(tm) Virtual Machine... .................................. ...................................
Agents no longer communicating with server properly
Agents no longer communicating with server properly. We have only 14 out of almost 900 endpoints successfully sending scan data via AssetExplorer back to the server. Here is an agent log from one of the failing machines: [03/17/17][13:32:27][AEAgent.cpp][66][INFO][7632] ::**************** Test AEAgent (1.0.24)Started. **************** [03/17/17][13:32:27][AEAgent.cpp][66][INFO][3748] ::**************** Test AEAgent (1.0.24)Started. **************** [03/17/17][13:32:27][AEAgent.cpp][70][INFO][7632]
Some of Technician cannot resolve Ticket
Hello, We are finishing upgrade from version 9.1 into version 9.2. After upgrading, some of technician cannot resolve ticket, when editing ticket or changing status from resolution tab it says "Please input a technician". I attach some photos for references. Please help us as soon as possible, because we are running on production now, as ticket will always be created by users everyday onwards. Regards, Gunawan
ManagEngine Service Failed to Start After Server Migration
Hi So to give some background: - ServiceDesk Plus Build 9301 running on Server 2008 r2 x64 - SQL 2008 R2 on the above server is hosting the ServiceDesk DB. - Attempted to migrate to Server 2012 R2 x64, but keep the DB running on the old SQL 2008 R2 server. So stopped the ManageEngine service on both servers, ran the backup procedure on the 2008 machine, then ran the restore process on the 2012 machine. Once the restore completed ran the change DB server procedure and successfully connected back to
Android update
Hello, I had asked this question previously on the forums and was told that they are working on a fix. it is the dreaded ssl cert error when attempting to look at support tickets. This morning a new Servicedeskplus was pushed to my phone, but unfortunately there is no change or fix for this issue. Any date on a fix? Picture attached. Thanks, Don
Login fields are not accurate anymore
After the SDP update to version 9301 the login fields are not displayed correctly. It is only a cosmetic problem, but it looks not so good, als you can see in the screenshot. This should be corrected again. ServiceDesk Plus host is a Windows Server 2012 R2 in German, login website tested with FF 51.0.1 and IE 11 - same problem.
Report on Ticket Created by Department incorrectly shows "Not Assigned"
I'm running a Matrix Report on ticket created in the last month grouped by Department. Among the results is a "Not Assigned" line, however when I run a new tabular report to see which Requesters have a "Not Assigned" Department, the results show requesters whom I can confirm have their departments properly assigned.
Failed to start the server. Please refer logs for more details -- 64 bit on a 64 bit Linux Debian 7.7
Hi, What command(s) need to be executed / what steps need to be taken to start the application ServiceDesk successfully ? root@fr:/apps/ServiceDesk/bin# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /apps/ServiceDesk JAVA: ./../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
SDP Update Manager
Hey All, Have some ongoing issues with SDP in which that any new service pack installs fail, they are currently logged with ME. I just have question on something I just found now on SDP. I ran the UpdateManager.bat and it shows the below With these updates showing does this mean I have 9218 installed? I am asking as SDP itself shows as 9213 installed and the issues I am having is I was on 9212 and tried various Service Pack updates and always failed. I then tried the 9213 update and it worked fine
Imported accounts do not appear in the list of technician
Hello. 1. I have a ServiceDesk server version 9.3.9300 installed. It enables support for the LDAP server. The server LDAP is an Active Directory server. 2. From the subdivision that is the base in the LDAP request recorded in the ServiceDesk server, the account is moved to another organizational unit. 3. A corresponding technician record has been deleted from ServiceDesk. 4. The account was moved to in the subdivision, which is the base in the LDAP request recorded in the ServiceDesk
Restore from full backup to a new erver fails 9302
Hi, We are trying to move ManageEngine SD to a new server. Full backup taken of 9302 version. Version 9302 installed. Restore fails. Any assistance is greatly appreciated. Regards, Tom
SSO asking for authentication on web browser
Hi We have setup to test servicedesk as we are looking at buying the pro version, but we are having problems with SSO. The active directory has worked and can login via the login page selecting the domain as the auth server, but SSO will not auto authenticate, Even putting in the AD credentials of the users it will not login when prompted in the browser I have tried all the suggestions in the forums here and none seem to work far. Thanks in advance
Auto Populate a Field
Hi, Is there any way you can auto-populate a field or Resource Info section with different values ? We'd like to add the users Reporting To person in a field , is this possible ? $REPORTING_TO$ A
Emails logged as tickets
Hi, I have just setup the ability for users to email in their issues and have SDP log it automatically. I would like to 'Template' these engagements as follows; - Mode is always Email - Impact, Urgency and Priority always low - Assignment is always to a particular group Is there a way in which I can do this within SDP?
Can't connect to ServiceDesk after installing new SSL certificate
I have followed the below article to install a new SSL certificate and configure ServiceDesk to use port 443 HTTPS: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html When I run the application on the server all runs ok. However, when I try to connect to ServiceDesk from any client computer, I cannot connect. Has anyone got any ideas? Gary
9118 installers location
Hello, Does anybody know where I can locate the full installer file for 9118? I know where to get the service packs. https://www.manageengine.com/products/service-desk/service-packs.html However I am attempting to do a test upgrade from 9118 to current version, and because we have done a snapshot of our servers we've been advised to do a fresh install of the software, link to database and then do the update. However, the only installer files I appear to still have copies of is 9116 and it won't upgrade
How to delete an attachment in archive requests?
AdventnetServicedesk failed after successful restore
I've been trying to restore a backup after a failed upgrade but the first phase of the backup finally restored successfully after i tried ignoring some error tables on the db. but after the restore the application isn't starting. I did run.bat but it's given the Adventnetservicedesk as failed. Please assist as this is my production server and has been down for close to 24hours after no support personnel has either responded to their calls or mails.
PostgreSQL crash on update
Hello, When we have tried upgrade Service Desk Plus from v9121 to v9200, we have experienced PostgreSQL Utility error that you can see on attachments. We have tried several times and all the time we have this error on %98. I could not find the solution on forum so I kindly request you support. Thanks in advance.
Application Layer Starting
I am at a total loss for words. Following the instruction provided here: https://www.manageengine.com/products/service-desk/service-packs.html#sp I tried to upgrade my SDP installation. Like so many times before, after the installation of the service pack, the application does not work. This is not a new issue and the SDP forum is rife with people having application layer starting issues. Now my Service Desk is offline for the umpteen time. Perhaps Zoho and ManageEngine should reduce their product
Server fails to start
Hello guyz, i had an issue after upgrading to the latest version of SDP. Now, it fails to start although the upgrade was successful.As you can see on the screenshot attached, the loading is endless. Your help will be much appreciated. Regards, Brian B.
ServiceDesk Plus upgrade from 9121 to 9200 version FAILED
Dear everyone, There is an error when we upgrade SDP 9121 version to 9200 version. Best regards, Alexey
Service Desk Plus Crashed
hide department from My Details in requester page
Hello, please advise how can I remove the Department field(details) from My Details page of Requester. Instead of Department can we have the Site available? Thank you, Vanessa
unable to start after server rebooted
Dear All, I am running Free Version of SDP, why ServiceDesk Plus unable to start after my server rebooted? JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -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
How do you delete a Support Group?
How do you delete a Support Group? I keep getting a message to confirm delete and then it says unable to.
No remote control option
Your manual suggests there is a remote control tab in Assets, however we do not have one
Business Rules
Hi, Do you have any advice on the triage for when a business rule fails ? We have a rule that has been running for a while but failed last night, so it's possibly something happened on the server but could you list the steps and logs that could be reviewed so we could try to find the cause of this ? No changes have been made to the system that would impact this. Regards A
Solutions, Keyword didn´t get saved
Hey, if i´m going to create a new solution, the added Keywords will be saved. If editing an existing Solution, the added Keywords will not be saved? It happens every time,no matter who created the solution. If i´m going to copy the solution and creating a new one with the same title, it works perfect. I also need the ability to add or even delete some Keywords from existing Solutions. Stefan
AD attributes Reporting To and other attribute import via LDAP
hello, we imported users thru LDAP using from AD envi, but the user's information Reporting To and Ip Phone did not populate. please assist what can be done. Thank you, Vanessa
Reporting overdue status
Hi Support, When i'm extracting report I saw a column named overdue status which has true and false values. Can anyone confirm the overdue status is from incident/request which breach the SLA? Regards Vincent
Java Exception has occurred
When trying to load the AD Self Service Plus Console, we receive a Java Exception error Running on Windows Server 2012 R2 in Windows XP (service Pack 3) compatibility mode Updated Jave to the latest revision (Build 1.8.0_121-b13) Any Ideas/
Group Changed to Unassigned If Technician is not in Support Group
We have found an issue that assigns a group to "Not Assigned" if the Technician is not in a support group and even if "Group" is a required field. See the example below. Tech1 is assigned to SupportGroup1 and SupportGroup2. A ticket is sent in and is assigned to SupportGroup3. If Tech1 opens the ticket that is assigned to SupportGroup3 and selects "Assign --> Pick Up", then the ticket will be assigned to Tech1 and the Support Group will be set as "Not Assigned" SDP 9300. I had a similar issue that
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