New Install ServiceDesk Plus won't start
I just installed SDP using the built-in PostgreSQL DB on Windows Server 2008 R2. SDP won't start and hangs after Application Layer Started......................................................... Below is the run.bat output. Can anyone help me get this running? THANKS. C:\ManageEngine\ServiceDesk\bin>run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. .
Remove Default Technicians
We removed the original default technicians (Heather Graham, Howard Stern, etc.) from our technician list however they still show in the drop-downs to assign requests as well as the Technician Auto-Assign (but NOT in the list to exclude techs). How can i cleanse these phantom technicians from my system? We tried a SQL command we found in the forums but they still show. [delete from ci where ciname='Heather Graham' or ciname='John Roberts' or ciname='Jeniffer Doe' or ciname='Shawn Adams' or ciname='Howard
Cost center not saving
We are on version 9.2 build 9233 and when I create a new cost center and hit save, nothing happens, it doesn't save it, it doesn't give me an error, nothing.
Business Rule Place In Group doesnt work
Hi, We have created business rules in which an incident should be automatically placed in a group depending on the Catergory chosen. This is not working. For example, Bob logs a call with the Category email. He doesnt select a Technician as end users wouldnt know who it should go to. In the business rule, it says when category is Email place in Group "ItSupport". This doesnt happen. The rule gets executed as I receive an email when that rule is applied. If i change the rule to assign to a technician
Unable to apply ServiceDesk Plus Enterprise Service Pack 9121 to 9200
Our upgrade to build 9200 failed. The Update Manager log seems to indicate failures in both the mandatory backup and upgrade portions of the process. Anyone have any ideas? We have done this on a test environment cloned from our applicaiton server, with an exact copy of our database and this was successful. Escalated to ManageEngine support, and although they set the due date as 6+ hours ago, we still haven't heard anything. Just looking for any ideas. Thanks!
SNMP scan Failed
error message: Cannot connect to SNMP Agent. Snmp on printer is configured correctly. Snmp respond with another application, but I get the error in SDP "/HQHQ210X860SRD : Cannot connect to SNMP Agent." I attached support file.
Using E-mail Command to Route to Service Request Template?
The e-mail command to set fields and assign a request to an incident template works fine to route a ticket using @@RequestTemplate=Report Issue@@ for example. When I try to assign the ticket to a Service Request template, however, the command does not work. Am I missing something or is it not possible to use e-mail commands to assign a ticket created through e-mail to a Service Request template?
Unable to find printers when attempting to create configuration for "Shared Network Printer"
I have gone through and checked out the community forums and have found some similar topics. (https://forums.manageengine.com/topic/problem-with-network-scan-for-printers) I went through and and followed Mohamad's instructions and tested the ping, which was successful. I then went through and tested the telnet connection through snmp port 161 and it failed. I also went through and checked that all the printers I'm attempting to find are using SNMPv1/V2. What else do i need to check out to get these
Projects Not Displaying in Predefined Views
Last night our network admin upgraded from 9229 to 9300 to 9302 last night. Now, my predefined views in Projects are completely hosed up. When I click the drop down and select the Predefined Views gear, it will take me to my list, but I cannot click New or Edit and get anywhere. The New button isn't even a button anymore and if you right click on the edit button next to an existing project and left click open in new tab, it just opens a blank page. I can get to Gantt View, but this does not suit
Can't log in anymore and don't have the administrator account info
Hi, We've been using ServiceDesk Plus a long time, but all of the sudden we can't log in with our accounts. And on top of that, we don't have the "local" administrator account. So we can't log in at all. What can we do? Can we somehow get the account somewhere or can we attach the database to a new installation of ServiceDesk? Best regards, Fredric
need email history to show in replies
Need to know how to configure email replies to show history. thanks,
Change Calendar - corrupted display when using small navigation calendar arrows
(reported with respect to ServiceDesk Plus 9003 Enterprise) One of our Technicians exploited some odd behaviour in the Change Calendar that is consistently reproducible using the following steps: Navigate to the Changes tab, Calendar View (filter used is irrelevant, e.g. 'All Changes', 'Open Changes') Using the small navigation calendar in the expanded left-sidebar, select the back arrow 12 times (move from May 2014 to May 2013) In the Change Calendar now, Changes that are scheduled for the first
Increment Field (or enabling + sign)
Hello, kindly assist if it is possible to enable the + sign to a particular field, so users can add additional request if they click on + sign example: File Rule1 File Rule2 .. Or if there is another way to do the same thing. Many thanks, Van
Can't start servicedesk plus server
Hello, I try to install servicedesk plus 64 bits on my debian 8x64 server. I got this message when I run run.sh : Trying to start PostgresSQL server failed Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details I looked into : /ServiceDesk/server/default/log I got this error : [09:17:33:933]|[09-09-2016]|[SYSOUT]|[INFO]|[8]|: [JBOSS] BasicServicesDeployer: Starting failed adventnet.deployment:type=ServicesDeployerIncomplete Deployment listing: MBeans waiting
How to delete an attachment in archive requests?
This topic is spamOur security system found a virus in one of our archive request attachment -- how can we delete it? ** I don't know why they flagged this as spam ** RCPSC
Asset Additional Fields - API not updating after the 12th custom field
Hi, I am trying to update some records using the api - I have done it successfully in the past but if I create a custom field from the 13th on, the api says it updated successfully but the record does not show the updated value. If i run the same api call on the 12th additional field or lower, things work as expected. Am I missing something?
Spot editing not compatible with Field & Form Rules
Hello, In our environment, spot editing a request (i.e. editing the value of a single field by clicking on the field in the request details) does no longer work whenever there are Field & Form Rules configured in the associated request template. Why is that? Best regards, Demetrius
Application Layer Started......................................
Hi Team, I recently uninstalled ManageEngine (“ME”) from my server, downloaded the latest copy and installed it. Now when I try and start ME it perpetually shows “Application Layer Started......................................”. I know I should have just upgraded it, but now I need to deal with the situation I’m in... I’ve tried shutting ME down and starting it again, I’ve ended the java and pgsql processes, restarting the server, applying the latest upgrade (which also doesn’t work as it says I
Notification counter doesn't show when I have new request or task
Hi, Notification counter doesn't show when I have new request or task. Like this: Thanks
SLA Escalation stopped working
Recently upgraded to 9301. And now level 2 escalations don't seem to be working. The only change we made is upgrading to the latest build, all other notifications are working except escalations, escalation 1 to $ticketowner seems to be working. Please help.
How to map CSV data field to sysDescription field
Hi, I have one access point that scanned and filled sysDescription field automatically. Now I have some access point that not support SNMP. I listed these in CSV file, but I don't find sysDescription field on mapping action. What should I do? Thanks
Unable to view or create any tasks
Since upgrading from 9232 to 9301, I have been unable to do anything related to tasks. The primary task list shows all existing tasks, but attempting to view a task brings up the "Task details fetched successfully" dialog without actually showing the task. In the request tasks section, I am unable to create any tasks, the "New Task" button simply does nothing. This is also true for any place where I should be able to create them. Within the service request designer, the tasks component isn't even
field & form Rules
Dear Support, can we make one Field to appear for one technician only while creating or editing but note that the other technician will not be able to access to that field
can't open "Community" frame in 9.3.01
Have you changed anything in forum that it is not opening right now, see the error message we got. FYI: it works OK when opening "Cummunity" in new window.
Is there a way to prevent duplicate tickets from vendors for same fault ID?
Dealing with automated vendor responses we end up with duplicate tickets regarding the same issue/fault. The vendor tickets can be merged manually bu using the vendor fault identification but this is time consuming. Is there a way for vendor replies to be attached automatically to the original ticket with that vendor ticket number?
problem with ssl certificate
Hi! I have problem with ssl certificate (with asterisk) on my SDP. from desktop browsers its working correctly. but from mobile browsers (Adnroid and iOS) - I receive an error (red exclamation mark with strikethrough "https"). if I use android or iOS app - I signing in correctly, but when I open any ticket, I have receive a error "SSl certificate is not valid". how can I fix this?
Html comments
We are not able to write a HTML comment in an incident. If I write something like in a ticker For resolve the problema you need comment a property line like <!-- property name --> Then this <!-- property name --> not appear in service Desk Regards
Unable to view schedule report in Reports module
Hi Support, I'm unable to view or stop one schedule report in reports module How can I view even I've login as administrator Regards, Vincent
workstation is given hostname "no_computer_name. ..."?
We noticed that one of our worstations is not being scanned correcty. Each time after scan, the hostname appears "no_computer_name. ...". Please note that re-installation of AssetExplorer on concerned workstation doesn't fix the issue - same problem appear. Also, note that after correcting manually workstation name / serialTag in SD+ Asset, the host name is again revert back to "no_computer_name.mydomain.com" after asset scan. /Mar
Remote desktop blocked, it can't verify the publisher
Remote desktop Java Blocked
Scan Vendor Barcode Issue
When trying to add new assets by scanning vendor barcode (Assets>Barcode>Barcode Generation>Add New assets using vendors barcode) I fill in the information and scan my barcodes with a scanner. When I click on "Add Assets" I receive a "Please scan barcodes" error on the box where I already scanned the barcodes. Has anyone seen this before? Is there a resolution for it? Below is a screenshot. Ryan Merkl Sr. Systems Engineer Underground Construction Company, Inc.
Dashboard widgets
Hello - I love the new dashboard updates but how do you delete a widget from your dashboard? Thanks - Scott
Preset group to assign certain group after saving incident been assign to other group
Hi Support, I'm having some issue with my incident template. I've preset the group field to desktop-support in incident template. But after saving the group been assign to application team. Regards, Vincent
Cleanup of Old Data
Hi, Is there any way within the system or via SQL to remove old items ? As time progresses we are gradually building up unwanted field, Resource Info questions etc. Most of which don't have any use or have never been used. Any ideas as at this rate we'll have hundred of void ones............. Andrew
Dashboard filters only work for SDAdmin in 9.3 upgrade
One of the features that we are wanting to use is the dashboard customization, so that each support group can view the dashboard for their area. Upon testing, I am able to set the support group filter to any of the support groups, but other users cannot. When they set the filter and hit apply, the dashboard still shows everyone even though the filter shows the one support group. The only difference I can see is that I have SDAdmin, and the others are custom roles. I did try to create a new role
Snmp certificate scan type is wrong
use Servicedesk Plus ver 9.2 testing In the asset management module, use the snmp credentials to scan the Linux system, All types are NTP, can not display the details Whether there is a solution?
Unable to disable schedule backup
Hi Support, I'm unable to disable schedule backup in administrator login This is my test machine which have 30 days free trail I do not wish to perform backup on my test system Regards, Vincent
Planned Reports by different Technicians cannot be seen by other Technicians
Hello Support-Team, we have the Problem that we have made many planned Reports by different Technicians. Now we cannot see the Reports that other Technicians made, which is not very good for changing the report-plans. We need to see all planned reports,regardless who made them. Regards Jason Kehl
Unable to see ANY custom view
Has anyone encountered this? One of our IT managers is unable to see any custom views. As in, the pull down menu is empty. She is able to create a custom view, but nothing shows up in the menu. I recently changed her from Requester to Technician thinking that might help and it didn't. Comparing her to another technician who does have a working custom view, I can't see any setting that seems to be related. Thank you, Sang Park
Setup URL Link directly open up SD inventory search based on Username
Hi We are trying to setup our internal web staff page where individual user has unique URL link as per their UserName allowing us to click open SD web portal showing user assigned workstation(s) http://sd.companyname.com/SearchN.do?searchText=UserName Example http://sd.companyname.com/SearchN.do?searchText=KaneY However we didn't get URL to work properly. Please advise. Thanks Kane Yeo
Next Page