Application startup error
Hi, I am facing the application startup error in asset explorer. please rectify the same. C:\ManageEngine\AssetExplorer\bin>run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\AssetExplorer\bin\\.. . JAVA: C:\ManageEngine\AssetExplorer\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\AssetExplorer\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Keep me signed in not working
Hi, Running ver 9227. The tickbox 'keep me signed in' is not working properly. It will sometimes remember my login after closing the browser and sometimes it will not, and I have made sure I am not dumping browser cache. I have been able to re-create this issue in both chrome an IE and it is happening for multiple technicians. Using AD authentication, not using SSO. Please help.
Critical : Error while invoking backup
Hi, I'm running version 8101 of service desk and for the last three days our backups have failed with errors similar to this one: Message Dear Admin, 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.FileNotFoundException: E:\ManageEngine\ServiceDesk\bin\..\fileAttachments\ArcRequest\20001_21000\20405\Beech
Tasks not Created
Hello, I have a default request template with several tasks that should trigger automatically. When I Create a new Incident the tasks are not generated or triggered. What could be the issue.
Unable to send notifications - Mail Server
Hi Guys I have been unable to configure the Mail Server despite having the our exchange settings. I've tried quite a number of solutions in the forum to no luck. We're using Office 365 for our Exchange Services. I have attached the support file here. Please assist.
Start reply in email body instead of "To:" field
Is there anyway to do this? See subject of this post. When replying to a request, the "To:" field is already filled. Is there any way we can change the rich text editor to always start the typing focus in the body of the reply instead of the To: field? It can get annoying when you hit Reply, and start typing, only to realize you are typing in the the wrong place.
Service Desk Service Not Starting
Hi, It all started when the file "Startout" in the Bin folder reached 55GB size. It seems to be a log file (text document). I started receiving a lot of e-mail notifications during the weekend. Before deleting the file, the service was running but authentication via NTLM was not working anymore, and even inserting the credentials showed an error message. Local Authentication we the account administrator/administrator also not working. So I decided to delete the starout file because because the drive
Active Directory authentication - one AD account, two SDP accounts
We're using AD authentication and it appears that if a requester logs in with their username or their email address, SDP treats them as two different accounts. In other words, if they log in with their username only and submit a request, that request does not show if they log in with their entire email address and vice versa. Also, if they log in with their entire email address, the Name field is populated with their email address and does not get any other contact information. If they log in with
Network Proxy Configuration
hi, I upgrade SDP from 2906 to latest build 9229 , I found new feature in the request module (system Update) as attached file 1 the notification need to add proxy I already added but till not applied please help and please explain what the benefit from this feature . thank you
Technician notification
Hi, when a technician opens a new ticket from him self (he is the requester), he receives a notification as: Acknowledge requester by e-mail when a new request is received (cause notification is enabled) so, when a technician closes the same ticket he doesn't receives a notification also if: Acknowledge requester by e-mail when the request is closed (enabled) Why? Is this an anomaly? Thanks
How to Renew License when ServiceDesk has expired? (Linux)
Hi guys, hoping someone can urgently assist. Our ServiceDesk has expired and we get the following error when starting: Server is starting. This may take a couple of minutes ... ERROR CODE : 519 Registered period has expired Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310 Pleasanton, CA 94588 USA Phone: +1-925-924-9500 Fax : +1-925-924-9600 Email : sales@manageengine.com WebSite : http://www.manageengine.com I have since received a new license, but need to know how I can apply it. I found
Search not working properly
We're currently on 9.2.9225 and since a couple of versions back (sorry, I don't which one that caused it..) the Search function isn't working as before. I can no longer search for a subset of a subject, nor use wildcards (tried both with * and %) in it. The only thing that will match is if I use the full word, in this case "testcase". Did this change along the way, or is the search function somewhat broken? I've tried using the reIndexData.sh for request and restarting SDP, but no change. See attached
Cannot update asset details
Hi, When I'm trying to edit an asset in order to change it's details I get the error message "FAILURE: Exception while trying to update asset details". This happens for every field I'm trying to change & at this moment it applies only to one specific asset. I suppose that if I delete it and re-create it the problem will be solved, but I think that there will still be a similar bug there. BR, MaryP
SurveyLink in Survey Emails
Hello, I have a question you may be able to help me with.. Symptom: When Survey Settings for the email content have only the $SurveyLink in it, the link appears in the email and works fine. It is the full link. In the conversation it just reads.. $SurveyLink If I do something like "<a href="$SurveyLink">SurveyLink</a>" it has a clickable link in the requests conversation entry, but displays the link with SurveyLink appended in the email sent. Can someone tell me what to type in the email response
HTLM Failed Redirecting To Login Page...
When clicking on Assets then Workstation/Server Detected count I receive this: HTLM Failed Redirecting To Login Page... It will sit here and refresh the entire time. Anyone ever receive this issue? It happened after I changed the columns to be displayed. We are running: 9.2 Build 9213 Thanks, Josh
Service desk not opening in browser
We are having a problem after updating our service desk license. Now its not opening and when restarting it it starts okay but when opening in the browser we get page not displayed. I am able to telnet to the port on my computer but cant open the link.
New request is generated when a CC'ed user responds to an email
Hi, If a requester submits a ticket to ServiceDesk that includes other users in the CC field of their email, any responses from those CC'ed users - if they reply to all (which means they'll reply to the helpdesk) - will also generate a new ticket in ServiceDesk. I understand that this happens because their reply will obviously not include the ##RequestID## in the subject field so ServiceDesk see's their email response as a new request. Is there any workaround for this other than suggesting that
Unable to recieve the items Error: null
Has anyone run into this issue with Service Desk when trying to Receive Items in Purchase Orders? The error reads "Unable to recieve the items Error: null" Support has been pretty usless on helping us solve it and it's been going on for months now. Seems to be only software items that have the issue. They bumped us to the development team, but they have really done nothing.
Pilot tomorrow and report has stopped working!!!! Need help please
Hi, Been preparing for a boardroom pilot and one of my crucial reports is not working: The report should return all requests that have been reassigned by a tech: This is the code: SELECT wo.WORKORDERID "Request ID",max(aau.FIRST_NAME) "Requester",max(dpt.DEPTNAME) "Department",max(std.STATUSNAME) "Request Status",max(wo.TITLE) "Subject",max(cd.CATEGORYNAME) "Category",max(scd.NAME) "Subcategory",max(icd.NAME) "Item",max(pd.PRIORITYNAME) "Priority", max(qd.queuename) "Group",max(woh.OPERATION) "Operation"
Postgresql to MSSQL migration - build 9226 Restore Not Working
Dear Sirs, I'm trying to migrate Postgresql to MS SQL following this procedure (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1-5 are completed successfully. On step 6 (restore data) I get the following error as per attach. Many thanks.
How to rename manually added software
Hi Team, I have added software manually from Assets -> Software -> Scanned Software -> New. After adding I found out there is some typo error in software name. I have tried to find out rename option but couldn't find out. Also while adding software I have mention version over there however i am not able to see that version number in software details. Let say if I want to see my software as green v1 for that I have added that software manually from Assets -> Software -> Scanned Software -> New with
Incorrect link in solution emails
We have notifications set up for new solutions with the below default email template: Dear Technician, Solution : $SolutionId under $TopicName, has been approved. Title of the solution: $Title Solution can be viewed using the link below. $SolutionLink The link ^ that is sent in the email is wrong. You get an error when you click on the link (below) If I navigate to the solution in help desk the address is http://ithelpdesk/AddSolution.do?solID=98, so the link in the email has an additional
how to get Unassigned Requests for a particular group.
Hi All I'm able to get all unassigned requests however I'm stuck at filtering Unassigned Requests for a particular group. So far what i have is: http://itildemo.servicedeskplus.com/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=81E5E1AF-D9CD-413E-A815-CABF9D27C67E&INPUT_DATA=<Operation><Details><parameter><name>status</name><value>Open</value></parameter><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Unassigned_System</value></parameter><parameter><name>group</name><value></value></parameter></Details></Operation>
Cannot send more than 1 approval to 1 person
Hi We're running VERSION NAME and since we've upgraded we've noticed that when you send the first approval, you cannot send additional approvals to this person's email address. We use this as a method to chase approves to make sure they approve requests. Is this a known issue or a new feature?
Assets Problem
Hi, A few weeks ago i can add normaly assets, now i have an error message "FAILURE :License violation. No more IT Assets can be added in the current license model." if i delete asset i can't delet a new with a same message, any help? Changes on the license a weeks ago?
2 of our technicians have lost permissions to their views
Both of their roles haven't changed. We tried changing one back to requester and then re-adding/setting him up as a technician again. When they log in, it creates a new requester and they can only see the requests and solutions tabs and no requests that are assigned to them. We have version 9.1, build 9114. Thanks, D
Email ticket creation - works for users but not from Sharepoint workflow
Hi, We were creating tickets from an email sent by an Exchange mailbox. This was working correctly, the @@ commands assigned the ticket to the correct template and pre-populated the fields. We've now moved to using a Sharepoint list and the workflow from the list generates an email. The email is identical to the previously successful email and the email address it is using is listed as a technician in ServiceDesk. But the email generated by the workflow does not assign the ticket to the correct template
service desk plus SSO
SSO is asking for user name and password for authentication, can a tech help me to set up this right thank you
Mailserver Einstellungen
Hallo an alle, wir haben aktuell ein Problem mit den Mailserver Einstellungen. Nach jedem Reboot vom PC oder Neustart des Dienstes sind die Mailservereinstellungen für den Postausgang nicht mehr vorhanden und der Mailabrufstatus ist Gestoppt.
How do I manage certificates when I have more than one Exchange server?????
Hi all, Just looking at this application as a potential tool for our business but have hit a significant snag. Noticed that email was not being collected from the specified mailbox so went through the self certification process and it worked. Problem is, when I tried it again this morning, the old "could not find valid certification path.... " message came up and mail had stopped being collected. We have three exchange servers that load balance email and I think what is happening is due to the
Mail is not working correctly in ServiceDesk Plus
Our mail to SDP is not getting through, this for the past two morning we have had to reboot the server to get the mail to come through as a ticket. We restarted this morning and within a couple of hours it has stopped again. We are at version 9.2 build 9226 I have tried to report the issue but that is not working either, it just sits there spinning so my issue never gets reported. I have tried this in IE 11 and Mozilla Firefox.
Assigning Button Only Displays Support Groups
We just updated our SDP instance to 9228 from 9205. Before the update when we were in a request we could click assign and select a technician from the list. Now when we select assign it only displays the available support groups. Is this something we can modify in settings of SDP? Our support groups are automatically assigned by incident template so the ability to assign a technician directly is more useful than modifying the group. Thanks.
Report generation
Unable to run some reports. Getting error message below. Have already closed connection and rebooted local system. Please advise how to kill a report Sorry, unable to execute the report, as a report generation for this login is already running
Cannot log in using Local Authentication
We recently changed the domain on the machine that is running ServiceDesk. Once we brought it back up the local admin authentication option was missing. I ran the update to set the globalconfig parameter for user login, and restarted the service and opened up the application, however I still cannot see the option to log in locally. Any ideas?
Re-activating an Inactive Project Team Member
I recently attempted to remove a Project Team Member from a project. That member was actively assigned to tasks. When I did this, it listed the member as "Inactive" in the Project Team Members tab. A little bit later I attempted to add her back or change her status from "Inactive" back to "Active". The application does not allow me to edit her status and I am unable to activate her again. Does anyone know how to reactivate an inactive project team member?
SDPlus Outlook365 Incoming connection issue
Moved to a hybrid mode of Outlook365 (still run our own exchange server and then forward to cloud) and now can't receive requester responses into the system. Tried Incoming server to receive Requester emails into Ticket. Getting error FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. We have tried IMAP with port 993, POP with port 995. Server names we have used are imap.outlook.com, pop.outlook.com,
Notifications has stopped
Hi The red colour for new Notifiations has stopped working. This happened without doing any changes on the Server or with the ServiceDesk Plus. We are now running Version 9.226. Any Idea what to do?
CC'd addresses bounceback - reopens tickets.
We have been having issues where our requesters are CCing in groups/external emails which cause bounce backs when we resolve tickets. This of course keeps re-opening ticket. I'm aware there is currently no way to edit the CC'd recipients out of the request. But is there any other work around? We are currently having to delete requests which of course doesn't help with feedback/records. Regards, Simon
Missing Solutions
We recently removed a Technician that approved all of our solutions in the past and now it seems like we are missing most of our old Solutions. Our Requests seem to be unaffected by this. Any help would be appreciated. Thanks
CAB Recommendations
Hi, Currently experiencing an issue with CAB recommendations. CAB members are receiving message : "You are not authorized to view Change module and details" In the Change notifications under send for recommendation: the $ApprovalLink is included for CAB members to approve. Build: 9226 - MSSQL Regards, Ashburn
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