application is runing too slow
Hi I am setting up a servicedesk plus but application is too slow. I have follow the instruction on your forum for java tuning and set as follow · wrapper.java.additional.19=-XX:PermSize=64m · wrapper.java.additional.20=-XX:MaxPermSize=256m · wrapper.java.initmemory = 256MB For small and medium customers: wrapper.java.maxmemory = 2512MB Thanks Fariha Naveed
SD Update uninstalls
Every time I perform an update, the ppm unpacks and then says (after about 10 minutes) that the update has successfully uninstalled. I restart the service and everything is fine be it that I am stuck on SP 38. The same has happened with 39, 40 and 41.
Get Last Updated Time using API
I do not see the contents of this field in the API. It is an important one in my view. Does anybody know how to access it?
E-mail Command logic
Hello, Could you please help us to understand the E-mail Command logic? When an e-mail message is fetched containing @SDP@ in the subject: STEP 1: SDP checks if the e-mail sender has a login in SDP Yes > check the role associated to the user profile and continue to step 2 No > treat the message as a reqular e-mail (and create a new requester profile if needed) STEP 2: SDP evaluates the E-mail Command parameters and looks for @@REQUESTEREMAIL=...@@ in the message body
Issue - Exporting The Service Desk "WorkOrder" Table To Crystal Reports
Hello Experts, I'm new to Service Desk, so forgive me if I'm making an obvious mistake. I've pulled the Manage Engine Service Desk database and all of its tables, columns etc into Crystal Reports. [In case you don't know Crystal Reports is a piece of software for creating reports from virtually any data source - in this case, Service Desk's database.] Now, I've had a look at an image of Service Desk's "Work Order" table from October 2010. (See image 1) Image 1: Inside the "Work Order" table; you
Department shows as NONE - SDP updated to 9240
We have a problem when editing requesters details some will have departments field already assign some will not be blank when trying to either add or modify existing department the filed shows as non and when trying to select the list doesn't show we also tried associating to site and the list still doesn't populate.
Partially hidden description or conversation
Hello, Did anyone experience part of the request description or part of the request conversation being hidden? Sometimes we need to click on the following symbol to see the complete description or conversation: Unfortunately this symbol can be easily overlooked as it is appears at the very bottom of the description or conversation and not where the text has been hidden. It does not seem to be browser related, because we have it with Internet Explorer, Firefox and Chrome, even in private/incognito
can't delete tech group
I have a tech group that we don't use, try to delete it - get an error "can't delete group" why?
Technician Help
Hi all, I have some very strange issues here I was wondering if someone could assist. I have two issues but they might be linked. The first issue is that I have 2 technicians that cant see some items in the Service Catalogue, everyone else can see them but these two technicians can't, I have tried rebooting the service and this hasn't made any difference. Both of these technicians have full admin rights to the service desk yet they can't see the missing items in the service catalogue. I have full
service desk error and db repair?
hi all newbie here i have taken over servicedesk from a ex colleague and we have started to get this error we are running windows 2012 , sql 2008 is there a repair util for this? here is a screen shot of the error ? one other thing our java is running at 84% cpu and around 4gb ish.
Mandated Resource Fields Not Being Enforced
I am on 9.2 Build 9238 and I have several templates that have resource fields that are mandated. I have noticed these templates can be submitted regardless of whether the mandated resource fields are completed or not. Is this a currently known issue, is anyone else seeing this behavior?
Issue importing *.mpp files
We are currently on Build 9226 and cannot import MS Project files - "Error occurred while importing project". Any ideas why and where I can begin troubleshooting?
Field and Form rules not working when "Applies to All Users" is selected
After building Field and Form Rules to be applied to all users, it only executes when the user is a Technician. I built a few Field and Form rules to change the Group to a specific group when a certain value in a dropdown list is selected. An employee in the Firm reported rules not working consistently. I have narrowed down the issue to requests submitted by users that are Requesters. The rules work just fine when the user is a Technician. I was reading the forum and it looks like users have had
ServiceDesk 9.2 - does not work after latest service pack installation
Hi guys, I have applied the latest service pack on my 9.2 build. The service starts ok but I cannot browse to the web interface. Any troubleshooting tips? Regards, Tom
Quick Actions for Requesters
How to enable "Quick Actions" for Requesters in SDP 9xxx ? In SDP 8xxx it is enable by default. http://odarchuk.com
Server Not Responding
Receive the following error from multiple people across the country in our organization...Sorry, server not reachable. Please check your internet connection or try after some time
Technician Auto Assign loses configuration
Dear all, We cannot pinpoint when, but from time to time, we lose people from the technician auto assign exclusion list. We add the technicians again, but after some time the issue reoccurs... We want only Service Desk Technicians to be auto assigned, so we have excluded all the other technicians. It seems the system only stores 40 exclusions, which is quite strange. Your Version : 9.2 Build 9227 Could you please advise? We are receiving this issue repeatedly.
patch 9.2.40 - "Font Family" improvement is a nightmare...
I am referring to the below behaviour change and assume that you haven't tested this "improvement" properly. Now, it is almost impossible to differentiate regular (read request) and bold font (unread request). It is very, very annoying and makes the work more difficult. Font family used across the product has been changed to 'Roboto' for consistency. Any styles added / modified by customer's manually will be removed during this upgrade. Customers have to redo the modifications again after the upgrade.
Problems with latest updates Layout of Request Module
Hi, We having issues with the layout of the system after the latest update 2938. A space occurs in the requests module where the "new incident" button is located. Please find attached a screenshot from our system as well as a screenshot from your demo system how it should look like. The deletion of the folder listed below did not solve the problem (and restart of application): server/default/tmp server/default/log applications/extracted We are running on Linux, and our license as below: Product Name
Can't login in to Service Desk
We were trying out Service Desk Plus and for some reason it is now not allowing us to login. We still have the default password for administrator, but when we login in the page just flashes really quickly and then returns to the login with incorrect username or password. We are connected to MSSQL on another server and have this installed on Windows 2008 R2. There are no errors in the event viewer. Any Suggestions? thanks Wil
Provisioning tool error API 102
The app itself returns an error "Failed : API102: Error occured" and if I check the logs I can see there is a 500 internal server error being returned. We have 1000+ more users to migrate so they may log in and send requests through via Web Portal. 194 were migrated successfully. Please tell me why we cannot import more then roughly 200 and please upgrade the limit to allow the additional users. I found in another thread this answer: As discussed we have increased the requester login count from
FAILURE :Database exception while discovering workstation. : Duplicate entry for key
FAILURE :Database exception while discovering workstation. : Duplicate entry for key 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 File. Currently this error is only happening to a single host. It is a VMware ESXi 5.5 Host all 5 other ESXi hosts scan properly.
Info on upgrading ServiceDesk - XP and Chrome49
Hi, I’m planning to upgrade from 9227 to 9240. We have some users that needs Windows XP for legacy apps, and I fear that I may encounter some problems letting them access ServiceDesk. (IE8 is no longer supported, so I ask them to use SDP with Chrome 49). Is there any problem so far with XP + Chrome49 with ServiceDesk Plus 9240? Thanks Marco
SSL with SHA2 Certificates
Hi, ServiceDesk supports SHA2 Certificates for SSL? Is there any walkthrough to set up a proper keystore with SHA2 Certificates? Thanks Marco
Asset Scanning and communication
Hi All Before Christmas we deployed a new AV and firewall version. Now all of my clients aren't communicating with ME SDP. I've tried following various documents online to add exceptions. I was getting the first screenshot attached. I have now resorted to stopping the firewall service on my machine and then scanning it and then I'm getting FAILURE: Timeout in agent communication. I did try and log this with ME support but that isn't working and just keeps asking me for verification every time. Can
Adding variables to Resolution Temaplates
Hi, we are in the process of setting up some resolution templates for the most common fixes, however there is no way to add variables to the template like we have been able to with the reply templates. is it possible to add variables to resolution templates for the requester name and the email signature? Thanks, John
Servicedesk Plus and DCentral Plugin
We have purchased Servicedesk Plus with DCentral Plugin. After deploying Dcentral Agent it seems all the information collected by DCentral Agent is not getting updated to Servicedesk Plus Asset CMDB. Both the products are integrated. Any help will be appreciated.
Missing Subject on Notification Email
Hello, The subject of the email notification to notify the requester when a request is assigned is blank. Other notifications are showing the subject. Below is a pic of my settings:
Issues with closing tickets
Since going from an eval license to a full license now when trying to close a ticket it says that certain fields have not been filled in but they are now not showing? So I have multiple tickets I cannot close. Any ideas?
Updating Change in planning stage via API call
Currently, we use a default account to post API calls to create a change, but once the change moves beyond the submission stage, we are unable to update it with this default account. Do we need to utilize a technician_key for the requester or send a specific field within the input data section of the request parameters? Thank you in advance for your assistance Mike
Unable to ADD_NOTE to Change Related Operations via API
Doing a simple test through a web browser and SoapUI, I am unable to add a Note to a Change Request although the option is available through the web page itself. Sample request: https://servicedesk.lenderlive.com/sdpapi/change/3206?OPERATION_NAME=ADD_NOTE&TECHNICIAN_KEY=removedforhttps://servicedesk.lenderlive.com/sdpapi/change/3206?OPERATION_NAME=ADD_NOTE&TECHNICIAN_KEY=removedfor posting&INPUT_DATA=%3CDetails%3E%20%20%3CNotes%3E%20%20%3CNote%3E%20%20%3Cparameter%3E%20%20%3Cname%3EisPublic%3C%2Fname%3E%20%20%3Cvalue%3Efalse%3C%2Fvalue%3E%20%20%3C%2Fparameter%3E%20%20%3Cparameter%3E%20%20%3Cname%3EnotesText%3C%2Fname%3E%20%20%3Cvalue%3EText%20added%20to%20the%20note%3C%2Fvalue%3E%20%20%3C%2Fparameter%3E%20%20%3C%2FNote%3E%20%20%3C%2FNotes%3E%20%20%3C%2FDetails%3E
HTTP to HTTPS redirection not working
Hi all, I have my server running on HTTPS port 443. When I edit the server.xml to enable the 80 to 443 redirection it doe snot work at all and breaks the https access as well. Any ideas? Regards, Tom
ServiceDesk Backup Fails with "Could not read block...."
========================================org.postgresql.util.PSQLException: ERROR : could not read block 130 in file "base/16384/35111": read only 0 of 8192 bytes at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryEx ecutorImpl.java:2102) at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutor Impl.java:1835) at org.postgresql.core.v3.QueryExecutorImpl.execute(QueryExecutorImpl.ja va:257) at org.postgresql.jdbc2.AbstractJdbc2Statement.execute(AbstractJdbc2Stat
Unable access to SDP by short name sever
I make upgrade from version SDP 9.2.0 to actual 9.2.34 after upgrade I can open my SDP on FDQN addsess http://MYSDserver.DOMAIN.SITE But don't open by short name http://MYSDserver - it's return - error 500 My server and all clients - member domain. Server based by Win2008R2 and MSSQL as DB.
Auto CC Technician
Is there any way to auto cc the technician for outbound emails through ServiceDesk Plus?
the incident does not a appear in technician dashboard
Dears I'm Service desk admin ,when assign incident to technician the incident does not a appear in technician dashboard can u help me to solve this issue. TQ
Deleting / renaming lots of support group
Hello, We are running SD ver 9.2 Build 9233. Is there a query that will allows me to do this at once? as I have about over 20 support groups not being used anymore but they are still link to a task. If deleting not possible, I want to reassign them to different support group. How can I do this? is it possible via GUI or must be via sql query? thank you Herry
Custom report - overdue status
Hello everyone! Found trouble after last update (from 9238 to 9240) When i generate custom report, and get advanced filter by position "Overdue status is" there is two values "t" and "f", both of this values don't work (early it was "yes", "no").
No reply button
I have an incident that was generated via email that, in the Requester Conversations area, when I expand a message from the requester, the only button I see is Forward Request. Usually I see a Reply button. Is this a known bug?
Department not changeable
Hello! I have the same issues seen here: http://forums.manageengine.com/topic/how-to-change-a-department-assigned-to-a-ticket How can i get someone to fix this? Our version is: 9.2 Build 9238 If you need more info: Just let me know. I will try to provide anything you need! Thanks in advance for your time! Adrian
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