Notifications tabs do not work
Hello, If we go to Admin -> Notification page, the tabs Request, Solution, Task, and Mobile Push Notification etc are visible but not clickable. Chrome, IE give an error when we click on them. See attachment for the error. Discription: Failed to load resource: the server responded with a status of 404 (/custom/scripts/CustomScripts.js) sd_setup.js?9109:13 Uncaught TypeError: Cannot set property 'className' of nullchangeNotificationTab @ sd_setup.js?9109:13(anonymous function) @ VM1334:1 We are currently
Problems with service requests in certain Services
Unable to create service requests in 2 certain Services. Other Services are working. Support file attached. Problem occured after update to 9204 from 9114 - as required 3 stage update.
Network share in file attachment path
Hi, I try to use a network path in file attachment path, but always get errormessage "sdp.settings.filePathExists.error.msg". Tried with "\\serverip\share" and "X:\folder". I can access both these ways from Windows. Trying on ServiceDesk Plus 9.2 build 9202. Any idea what's wrong?
Blank Login Page when upgrading to 9200
Hi I have just gone through the upgrade cycles to upgrade 9114 to the latest 9206, when i upgraded to 9200, i am either getting a blank login page or unable to connect to the server when i browse to my servicedesk page I saw an issue resolved in 9206 is the blank login page issue, so i upgraded to this hoping this will resolve but it hasn't Can someone help me please?
Upgrade in Production failed 9120 to 9200
Need immediate assistance - I opened a ticket but can't reach support and this is a production system attempted an upgrade from 9120 to 9200 and the upgrade failed. This is a MSSQL environment where the db is hosted on a database server; The servicedesk backup routine when it starts the upgrade did not complete - the folder in the backups is empty. The log file updatemgrlog0.txt seems to indicate that it was aborting the upgrade but I can no longer get the services to start. I have tried rebooting.
ServiceDesk database and log size
Is it normal for the SQL log file to be extremely larger then the database? I'm thinking no but when I try to shrink the log file it only drops off a couple hundred mb. Here are our current ServiceDesk build number, SQL database and log file sizes. ServiceDesk build- 9204 Database- 67.06mb Log file- 4,295.13mb (4.19gb) Reason why I ask is where seeing performance issues with ServiceDesk and are trying to isolate the issue. Thank you for any assistance or input anyone may have. MMNS Support Team
Servicedesk MultiTech Proxy Server
Does any MultiTech Proxy Server in Servicedesk. Because my testing server be scanned a vulnerability. This is the vulnerability detail. The remote MultiTech Proxy Server has no password set for the 'supervisor' account. An attacker may log in the remote host and reconfigure it easily. Could you help me ? How can I setting this supervisor account or disable it. My servicedesk desk version is "7.5.0 Build 7513".
Problem with Agent_ID and cloned images
I am experiencing issues with computers being renamed as computer_old. The error log states computer1.domain.local has been renamed as computer1.domain.local_old. Reason:This could have happened if the names of the machines computer1.domain.local and computer2.domain.local were swapped in the network. This was identified while scanning the machine with name as computer1.domain.local in the network which had the same agent id - MASTERIMAGE_1454944823541. I assume this is because computer1 and computer2
ServiceDesk -Incident adicional fields selection list loses various items after upgrade to 9111
Hi, after upgarde to this version we are with a big trouble with adicional fields, in this case is a field determinant to operations and we have "losed" a good number of itens on this field, we don't know if is some thing related with a new limitation or charaters or some else. Regards
Error in SLA time Calculation
Hi, Operation time set on 24*7 and SLA time is 6 hours. ideally if ticket holds after 4 hours of created time. remaining 2 hours should be added if the ticket being again open after the holding time. Everything looks good in my first attachment but if you see the second one, some mismatch found. in my second attachment, 5 hours and 12 min should be added in existing dueby time to set new dueby time as ticket being hold after 48 min. but in this cases, new dueby time set exactly on new opening time
Reply's and Conversations - Questions
Hello, We have two issues: 1. We want to permanently enable requester to view conversations without clicking the "LOCK" icon every-time 2.We cant understand exactly how this REPLY icons work, it's "RED" if awaiting reply and "GREEN" if answered?, can their actions be modified? if so please suggest how. we would like to RED icon only in case if there is a REPLY.
Survey e-mail format
Hello How do I change the e-mail format for the survey e-mail sent to the requester so they can click on the link? I recently enabled the survey and the e-mail was received as shown below. Dear John Doe,\n\nPlease help us improve our service by completing this short survey. Your feedbacks and comments will help us to improve our service. We appreciate your time here. \nhttps://support.server.com/sd/SurveyDetails.sd?surveyMode=newSurvey&surveyID=1&userID=29110 \n\nThanks and regards,\nIT Admin.
/etc/init.d/servicedesk stop - Help!
Dear, would like to update the platform, I read the available documentation but I can not stop the application to apply patches, is kept waiting, I could guide the problem? Your Version : 9.1 Build 9114 Latest Version : 9.2 Build 9206 regards!
Upgrade from V9204 to V9204
Dear Support, Am trying to Upgrade my Test SDP from V9204 To V9205 ,The upgraded was successfully ,So when i check out the Version It Shows me nothing has change. PFA
Mail Fetching status || non normal behavior
Dears i am facing non normal behavior for email fetching status , changed from running to stopped no problem in email setting (username / password & port) also i can telnet email server IP with incoming/outgoing TCP port. I tried to reset manageengine service and restart the server but invain ManageEngine ServiceDesk Plus 9.1 9.1 Build 9119 Mail Fetching status :RUNNING Mail Fetching status :STOPPED BR Mostafa Khattab
SDP License
Dear's I uninstall SDP and install again where can I find the file license file to upload in SDP, know I have old service desk folder . Thank you
Need help having multiply issues
We have a new setup of Service Desk Plus. Any help would be greatly appreciated. 1. Whenever we try to add a new technician that person is unable to log in to Service Desk plus? 2. New users are not being auto-added, if after attempting to sign in. They will show up in the requester's list but they are unable to sign in? 3. Having to use LDAP instead of AD? logins fail when using AD authentication.
incoming emails messages error: authentication failed using gived user and password
we have exchange and we are migrating to office 365 so we were trying to change the setting so they can be received directly the outgoing messages is working without issues. as for the incoming i am facing the above issue and i have tried everything , pop and imap is enabled for that account and i have tried all the ports . please i need your help what can i do to fix this. thanks.
issues with URLs in SDP 9204
Since upgrading to SDP build 9204, we have noticed an issue in which the URLs in the notification emails that requesters, approvers, etc., receive do not link to the appropriate request, but redirect to the home page of the SDP instead. We have also noticed this issue with some of our reports as well. When clicking on a link to access an auto-generated report under the Reports tab, the URL points to a random request instead of the specific report. Has anyone else seen this issue? Does anyone know
help me out
Dear Supporter, Am getting this error when am trying to do the refresh the page or go back to request tab. FYA HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:88)
org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1491)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:178)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Task depencies in 9205
In 9205 task depencies doesn't work - if I close task 1, task 2 is marked. Task 2 should start. (depecies are correct)
SDP update 9200
Currently we are using the SDP 9121, and we are unable to update to the 9200 Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319)
Notification Rules, Replying to a Request Template - Can't delete Table
I'm having an issue with the Message template. Tables are impossible to edit when built in the template using the Insert Table button. I made a table in Microsoft Word and pasted it into the Template Text Box. This worked gracefully on all the templates but one. I need to edit the template, but it won't let me delete the table from the text box. I've tried all the obvious ways to do it. I can edit the text, but it seems like it's not recognizing me selecting the whole table. Any ideas on how
Unable to create additional attributes to CI
Hi, When trying to create a new attribute for a CI I am getting a loading screen that never finishes, MSSQL Version 9049
Problems with service requests in certain Services
After upgrading from 9114 to 9204 (three part upgrade) we have problems with: 1. editing service requests in 2 Services 2. creating service requests in 2 Services 3. removing service requests in 2 Services 1. when we try to edit we get: a) when ntlm was used: endless loop NTLM Failed Redirecting to login page... b) when login used: Sorry an error has occured after single NTLM failed redirecting... 2. when we try to create service request we got redirected to standard incident report after commiting
Tickets being appended to / merged with other tickets
Hi there, We "HAD" SDP build 9024. We upgraded to 9049 because we had a problem viewing the automatic replies window. After doing the upgrade, a strange problem began occurring. Tickets would suddenly get merged with other tickets. I decided to do all the updates and now we are on 9204. To preface the problem, tickets are created when we receive an email at our customer support email address. Example: Ticket 12597 belonged to a requester named Nick and was created on March 11. Today
Auto start service
I am trying to get service desk to auto start in Ubuntu 14 LTS. I followed the instructions that are listed in the admin guide (https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html) however the last command "chkconfig --add servicedesk" doesnt work. I get a return of "Command not found". I google around a bit and found that the same thing can be acomplished with the "sysv-rc-conf servicedesk on" command. It shows that the service is configured to
SLA configuration error
I am unable to edit Medium SLA for one site. For other SLA's it is fine. I have attached error log and print screen of error msg. Please help
Can I rename the defautl request template in Service desk plus?
I need rename o delete the default request, it´s possible?
SDP: Make server ignore replies to request notifications from CC'd users?
I'm not sure if I phrased the title right or not, but this is a somewhat annoying thing that happens to us frequently and I'm not sure if ServiceDeskPlus has a way to deal with it or not. This is the scenario: Steve puts in a help desk request via email, CC'ing his coworkers Tim and Jeff: From: Steve To: HelpDesk CC: Tim, Jeff Dear IT, The copier just exploded! Thanks, Steve Tim and Jeff will both get an email notifying them that the request was created, and they will then either Reply All to that
Error during backup
I appreciate your help regarding a fix for the following error message which appears on performing backup by manual and can't backup data by schedule. The current version is 9121. ERROR DETAIL: Starting.... Jan 29, 2016 12:03:58 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Jan 29, 2016 12:03:58 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Jan 29, 2016 12:03:58
Error: Could not find or load main class com.adventnet.me.servicedesk.start.SDPStarter
Hello! I'm trying to install/run SDP (Evaluation) on Windows 2012 w/ a SQL 2012 DB. When I try to start the MSP Server it hangs on the Application Layer Started. When I try 'run' from an Admin command prompt I see these as the last few lines before it stops: Could Not Find C:\ManageEngine\ServiceDeskPlus-MSP\bin\jndi.properties Server is starting. This may take a minute ... Java HotSpot(TM) 64-Bit Server VM warning: ignoring option PermSize=64m; support was removed in 8.0 Java HotSpot(TM) 64-Bit
I have lost SDAdmin permission even though the permission is granted
I have lost Admin ability twice now when working in Service Desk. The 1st time I had to re-create my account and it just happened again. I've cleared ie cache. I've tried to sign in on another PC All my tabs are gone except Requests and Solutions. Any idea on what I can try to fix this AND keep it from happening a 3rd time?
Technician Auto Assign issue
We updated to the most current update 9204 and now the technician Auto Assign is giving tickets to a technician that is on vacation. The technician has put himself on vacation in the Service Desk Calendar with the backup technician as un assign for the next two weeks and tickets that are coming in due tomorrow are being assigned to him. We have set up Load Balancing and was working until this morning when we completed the last update. We have power cycled the system that ME runs on. We have removed
REMOTE_IP_LOCKED on trying to export tickets in bulk.
I am trying to use the API to export certain details from a bunch of tickets in bulk. The problem is: at some point that is not always the same, the API call fails: { u'operation': { u'name': u'GET_REQUEST', u'result': { u'status': u'Failed', u'message': u'REMOTE_IP_LOCKED', u'error_code': 4001 } } } The first run, I received 145 tickets. Second, 10. Third, it failed immediately. What gives?
How to reset Help Desk Software by ManageEngine ServiceDesk Plus | 9.0 - admin password?
Hi, We are running "Help Desk Software by ManageEngine ServiceDesk Plus | 9.0". It was configured by previous IT guy and I need to reset the admin password. I was wondering, how to do that ? Any help appreciated. Thanks.
URGENT - Unable to create support group in any additional sites
We have recently upgraded to 9.1 Build 9120 and have noticed that when I try and create a new support group against a site, it allows me to add it, but then its saves it against the default setting, not the selected site. I have tried this against multiple other sites and each time it saves it against the default setting. the default setting here is just for the UK configuration, we have multiple other Regions each having their own sites and support groups etc. Please see screen shots attached,
Uninstall on Linux
When I run the uninstall script I get the error, "This application requires a Java Run Time Environment (JRE) to run. Search for one on your computer was not successful. Please use the command line switch -is:javahome to specify a valid JRE. Fore more help use the option -is:help." I already installed a valid JRE and tried the -console parameter. I'm uninstalling because I can't get the program to even load right. The PostgresSQL reports an error not being able to find a file under the "tools"
Error upgrading.
Hello, I have tried upgrading from version 9.1 Build 9114 multiple times but continue to get to 98% status post invocation in progress error and then error uninstalling. The upgrade then breaks my manage engine installation and i have to restore from a snapshot. There are many errors in the logs. Can you please confirm a solution? Thank you.
Upgrade - Corrupt file
Hello I am trying to update our Service Desk Plus software from 8205 to the next hotfix. However when i run the update manager and browse to the ppm file, i get an error that the file is corrupt. I even tried to download it again. Message: SEVERE: ERRError in writing inf.xml file. Help....
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