Exception while trying to send notification for Request ID : N Mail sending failed.
Hi, I'm getting this error Exception while trying to send notification for Request ID : N Mail sending failed. But there is no other information about it so I cannot find the problem. Is there any way to troubleshoot this? Please find attached the support file. SDP 9.2 Build 9232 OS: Windows Server 2012 R2 DB: SQL 2014 (version 12.0.2000.8) Thank you and best regards, Rodrigo.
Upgrade AE Agent
Dear support, We just upgraded ME SDP from 90xx to the latest version (9233) Is the AE agent that already deployed (1.0.17) still can communicate with the server..? Do we need upgrade to 1.0.22..? Thanks, Dedy.
Servicedesk plus
Hi: I got issues on the email address that mask as sender. I had updated the new email address in the admin pages, but the email alert send out still send with old email address. I tried restart the service but it still the same. Any method the change it in file level? Thank you. ChuSoon
Reclaim Old Ports
Good day, I have had some issues with our SDP and Desktop Central Implementation and we changed the ports a couple of times while fixing the problem. I now have three ports listening: 8080 My actual SDP 8081 An SDP login Screen with a different logo 8082 The Desktop Central Login Screen. I would like to disable SDP on port 8081 and move Desktop Central to Port 8081 because I would like to deploy ADSelfService on port 8082. How would I go about this? Thanks,
ServiceDesk Plus and mail formatting
In the last 2 releases we have noticed the odd ticket will come in with no mail formatting. I have yet to determine if the original email is plain text, rich, or html. Have any of you come across this and had more success to solve the issue than I am having?
DST Update
Hi, Service desk time went back after 30 october summer time end. How to revert it ? (Not gmt settings, system time)
Searching incidents only returns 1000 results
We had this issue with a previous release when a search only returned the first 1000 results, we've just upgraded to the latest build and its happening again. Someone remind me how to fix this so we can either get all results or the latest incidents rather than the oldest ones
E-mail attachment stripped with ampersand
We can submit/upload attachments that include the ampersand symbol and they show up in the request, however if we try to forward that attachment from within ServiceDesk Plus, the attachment is stripped. Other attachments come through just fine. Please advise
this page cant be display
Working to enable https with keystore intall procedure, Self Serve Plus broke. Start up shows like this: This page can’t be displayed Make sure the web address http://localhost:8888 is correct. Not able to trace the root cause to revert it back. Please advise,
UpdateManager without Backup
I've seen multiple people post that you can edit the update to not take a backup but i cannot get it to work. I've added the -DSDBackup=False to updatemanager.bat, but i get a fail and uninstall. Help
Concerning russian characters
Hello! I have a problem with russian characters when I creating a request. Somebody have a solutions for this issue?
Selecting Custom Theme removes section borders?
I'm running into a minor issue with the custom theme. I just want to change the color of the header background and tabs and leave the rest default, but when I do that the borders around the section headers and the sections themselves disappear making it look pretty bad. It happens even if I select the exact same section head color: Default Theme: Custom Theme: Is there a way around this or are those borders just missing from the custom theme by mistake? Edit: Forgot to mention this is 9.2 build 9223
Mail Fetching isn't working
Hello, the mail fetching isn't working, when I am trying to open a ticket by sending an email it doesn't open a ticket. it used to work, but not always, now it is not working at all.
importing requesters from LDAP to custom site
Can I import the requesters to custom site? We have serveral companies we provide computer service and want to separate their users to different sites.
configuracion de correo en servicedesk
Hola, Tengo inconvenientes para configurar el servidor de correo en la herramienta, el mensaje que indica es: "No se encuentra una ruta de certificación valida" ya realice los pasos indicados en el foro utilizando Gencert.bat y Cer.jar sin embargo continua el problema. gracias de antemano
Notification Sending Error
Hi, The issue started when one of our technicians reported that she did not receive a notification for a ticket assigned to her. Upon checking the logs, I found a lot of recurring errors regarding notification sending, specifically the following three: Exception while trying to send notification for the request. Mail sending failed. Problem occured while trying to populate table Notify_WorkOrder, for the sent notification. I sent a test message to myself and successfully received it. We are running
Serious issue: SLA rule fails
Guys, There is a serious issue in version 9.2.32 when the SLA is assigned based on the support group the ticket belongs to. So, when the ticket is shifted between support groups directly from the ticket list (by clicking on "Group" field) the SLA conditions are not being checked (!) thereby the SLA is not updated and remain the same as it was before reassigning the ticket. Please note that this problem doesn't exist when you first enter "Edit" mode in a specific ticket and change the Group from
Automatically locked conversation
I sometimes see that the conversations I sent from email software are automatically locked on ServiceDesk conversation field and the conversations are not transfered to requesters. I would like to know how to fix this issue. ServiceDesk version is 9.0 build 9035. I would appreciate the help. sf-yoshi
Question Regarding First Response Violations
I have a question regarding "first response violations". How are they recorded/tracking in Service Desk Plus? Here is our scenario: 1. Technician creates ticket for support request he's already addressed. 2. Technician resolves/closes ticket almost instantly (well within 1 hour window). 3. Request later shows as a first response violation. So is this triggered because we're not interacting with the user (or in some cases the incident is created by and "requested" by the technician) before closing
Unable to uptade the Um jar
My current ServiceDesk installation is version 9.2 Build 9225. I am trying to update to Build 9232 (I also treid previous builds though). Whenever i start the installation, the update manager gave me following error: "Please restart UpdateManager, unable to update the Um jar". It then told me to klick the "view log" button for more information, but it is greyed out. Does anyone experienced the same problem?
Service Desk Plus Server Not Starting
Hello I installed the new version of service desk plus on windows 2003 server and it instaled correctly but when i tried to run its services it's not starting I checked the Even Viewer and i found this for PostgreSQL error The description for Event ID ( 0 ) in Source ( PostgreSQL ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description;
Unable to perform full backup
Dear All, Please help, we are unable to perform full backup with this error result. Starting.... Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: .. Nov 9, 2016 6:28:32 PM com.adventnet.servicedesk.server.utils.SDDataManager
Postgressql Issues on fresh install
I have installed service desk on an fresh linux install and whne trying to run Service Desk "./run.sh" I get the following error. Any help would be appriciated. ./run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/ManageEngine/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
9231 Upgrade - Interface Query
Hi, We've just upgraded to a later version and when requesters and technicians (Not SDAdmin) logon their view in Chrome, Firefox etc. is a bit strange as they get a New Issue instead of an icon, and it is confusing and messy......and I was wondering what might cause this ? Note: This seems to occur when incident and service components are kept separate. "Combine incident and service templates listing for the service" is No. If you combine them it seems fine. Has anyone had the same issue or a solution
Unable to close tasks. Parent tasks status field is locked to OPEN.
Error message when trying to close task: Cannot complete child task while parent task is still not completed. We've tried to close the parent task and the field is locked. We are new to SDP so I am not ruling out user error here, but I'd like to close off these tasks regardless. The change is at the Close stage and there are some implementation parent tasks that are open & unassigned.
Assets field population
Is there a way to stop the associated assets going in automatically, for Requesters? We have many requests which is associated to assets that shouldn't be.
Tabs/buttons blacking out
Hello, I have been have an issue where the buttons/tabs in SD keep going black. I have tried many different solutions, such as adding the site to compatibility view, checking addons, clearing cache, updating servicedesk, updating video drivers; all with no luck. The solution that manageengine support has already suggested is to upgrade servicedesk, as this fixes a bug with SHA 2, but I don't understand why this wouild be happening on only 2 specific machines. If you have had this issue, or know
Custom Script TroubleShooting
Need help in executing custom python script. I am updating a request and changing the site based on support group. I don't see anything being run. Can't find error. How can I verify that python custom script ran? Find if it errored out # This python script is used to change the Site value on a request o import sys import json import datetime # File containing request details will be stored as json object and the file path will be passed as argument to the script replacing the $COMPLETE_JSON_FILE
Event ID 10028 Error DCOM on server
Hi, the server hosting service desk plus eventually register the error id 10028: "DCOM no pudo comunicarse con el equipo 192.168.X.X usando ninguno de los protocolos configurados; solicitado por PID bd0 (C:\ManageEngine\ServiceDesk\jre\bin\java.exe)." Yesterday has registered 74 events from 74 devices (computers and another devices, like access point, firewall, printers...) and we dont understand this behavior. NO unplugged any device at that time ;) Another days can register 0 to N.
Advanced Analytics
error massage FAILURE :Could not update the configuration settings as an exception in connecting Zoho Reports, Please check the Zoho E-mail ID, Zoho AT Key and proxy details. 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.
Project Management -Task Dependencies
Is it possible to create Task dependencies on Project Tasks that are not created within Milestones i.e. At the top level Task within a Project? Also, on a number of occasions now, tasks within different Milestones have had dependencies on each other, but there doesn't seem to be the functionality to create task dependencies outside the current Milestone. Is this indeed the case? Thanks
I can´t make working Custom Trigger
Hello. I'm trying to make working a custom trigger. I want to save the id of the request into a mysql server when the request status change to Resolved. The script is in python (3.5.2) and this is my code, import pymysql.cursors import sys # Connect to the database connection = pymysql.connect(host='192.168.1.120', user='root', password='root', db='idsdb', cursorclass=pymysql.cursors.DictCursor)
Backup issue
HI Am having issue with the backup,Please found out the error. Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: The system cannot find the path specified at java.io.WinNTFileSystem.createFileExclusively(Native Method) at java.io.File.createNewFile(File.java:1006) at
Alias URL using HTTPS
We have a special configuration where SDP is running in HTTP ( Port 8080 ) on the server, but is accessed in HTTPS using a reverse Proxy. Everything is working very well , except the fact that $RequestLink value ( used for email notification) always shows URL's with HTTP. We have already change the Alias URL ( to remove the :8080 ) but we are not able to change HTTP into HTTPS with this value. Any workaround to fix this ? Thanks in advance, Danny
Can not get agent to install by group policy
I am following the directions given here: How to deploy agents in all Windows Machines? The agents can be deployed using any one of the following methods : Active Directory - For devices which are in domain. But my GPO is being filtered out saying that it is empty and the agent is not being installed. I have confirmed the network path and version is correct. If I copy the entire path and paste it into a run dialog it brings up the MSI. Below are screenshots of my GPO.
Notification Rules
HI Guys im having a strange issue, not sure if its just me. When my service desk sends out resolution notifications its sends half the text at the top, then includes the users mail/signature to the mail, then add the rest of the resolution text to the bottom of the mail. can anybody perhaps shed some light on the matter? thanks
pictures/pics/images not sticking/dropping off
Hello All, We have had a few instances where the requester has pasted a screenshot in the SD ticket description but the picture did not stick. It appears something like in the attachment. This not only happens when we paste screenshots using snipping tool in the SD but also when replied through emails to SD. The reply gets appended and we can see the actual picture in the email but it gets appended like the attachment in the SD. Has anyone been facing the same issue? Do you know under what circumstances
Clickable link in Request form self-portal
Hi! I need to create request form on SelfPortal with clickable link to our intranet site with documents. I created new template and added link as administrator. But user can open form and couldn't click to this link :( Our version 9228 Could you help me with this case?
Auto-Assign a ticket
Hello We want to auto assign a ticket sent to a certain address to a technical. Example: User sends an email to help@TDC.com We want that to go to Robert How do we do this? Thanks
Conversation is not getting append
Hi Team, When ever requester try to update on ticket (incident) from mail client thunderbird,conversation is not getting save or append in SDP. Also if technician reply from mail client request is not getting update. Thanks Arjun
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