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....
Installing updates
Hi, When updates are released, quite often you are prompted if you would like to create a backup or not. It would be nice if you could have the option to roll back as having our helpdesk unavailable whilst it backs up is detrimental to our service. We have it so a scheduled backup runs in the evening so thought it would not be necessary to run a backup When I went to update from 9.1 build 9121 to 9.2 I did not get an option to skip the backup and now I have been waiting for 45 minutes without a function
Technician Drop Down/ Customizing Note Location for Tickets
Hello, I have ServiceDesk Plus installed on CentOS running version 9.2 Build 9202. I am running into an issue where a deleted Technician is still showing on a drop-down for assigning tickets to. Where can I delete this? I am using mariadb (MYSQL), and cannot find a table where the user exists. My second question is for customizing or moving the request fields. I have technician adding notes, but to see the notes, you have to scroll down on the page. Is there a way to move this field towards the
AD Domain issue 9203
Hi All, Having a bit of an issue with 9203, I'm unable to view the OU's in the windows domain that I previously was able to scan in 9202! Even using a domain administrator I cannot see the OU structure! Any help would be great! http://i.imgur.com/mJosJoz.png
Incident Templates Crashing and other stuff
Hi there, Currently on v9.1 build 9114, Browser is IE 10 and database is running on MS SQL. we are currently experiencing issues where we try to edit incident templates but when pressing backspace or delete on blank spaces a whole lot of bullet points appear, after removing them (we'll trying to) IE 10 crashes. Also resolutions are adding what seems to be an extra space in the resolution, even when trying to remove the blank space and save it, still appears once the template loads again, this seems
How to remove resource Info objects
I'm trying to re-work one of my service request options. Within the request is a Resource Info question that is not being utilized as we had hoped and would like to remove it. When I try to click the X to remove the object I get the following error: "Cannot Delete. Asset is in use". there are no open status incident/request/problems with using this template. How can I ever remove this object. This is also true of categories. I've tried to re-work my category list and it gives a similar error
Can't modify Incident - Additional Field (pick list) since update to Build 9100
Since the update to 9100, in Admin > Helpdesk Customizer > Incident - Additional Fields, I click on the Edit button to modify an existing Pick List field. There are no Values shown, even though they can be seen in Requests. Am I doing this incorrectly or is this a bug? Below is the field containing values when viewing a Request.
SSO Stopped Working
Hi I have had the free version of ServiceDesk Plus running with SSO successfully for a month or two, but today, after installing Windows Updates yesterday and rebooting the server, the SSO is no longer working. On loading SDP it prompts for a username and password, which does nothing. If cancelled, it then goes to the normal login screen (AD login still works fine from here). I've been through the troubleshooting guide, recreating the computer account/password, using a different domain controller
Stopping/Starting ME Service clears outgoing mail settings
Hi 9.1 Build 9110 To investigate a separate issue (64k limit) - I had to stop/start the ME ServiceDesk Service. Once restarted - the Incoming Mail server settings were still stored - but the Fetch job was stopped. The outgoing mail settings had disappeared completely. Regards, Scott
Modify notifications.
Hi! Recently i upgrade service desk to the last version (9204). Now in the notification email appears a word, that, could not find, in the notifications template to remove. See the "Operation:" word in the notification example: OPERATION: ID 1114 de Javier Marcelo Marconi, Se ha asignado al grupo Infraestructura y Comunicaciones Solicitante : Javier Marcelo Marconi Prioridad: Baja Fecha vencimiento SLA : 11/03/2016 12:31 PM Categoría : Software Asunto: Modificar notificacion Descripción :
delete pending approvals
Do technicians have to be part of SDAdmin to delete Approvals which are pending?
Embedded hyperlinks in SD+ emails have wrong URL
After a failed upgrade from SD+ 9116, to the next version, we had to re-install SD+, and then restore from back-up. This worked well, and the site is correctly running over https 443, with no change to the config. Thanks to the backup restore :) However, the only glitch is that all of the embedded hyperlinks in the emails sent from SD+ have the URL going to http, when they should be httpS Ex: Wrong: click here for the open your request http://servicedesk.domain.com Correct: click here for the open
Trouble with images in reply emails
Good morning, I am having some trouble with images in Reply emails to service requests. Initially we had everyone put our company logo in their signature, but this seemed to not appear properly in the emails. The workaround we found was to put our company logo in the Reply template so that it will be included in every reply. For the most part this seems to be working. However, if there is an image in the original email that created the ticket, SDP seems to be grabbing that image instead of the one
Renamed Server - Unable to launch Service Desk
We had to rename the server ServiceDesk Plus sits on, now we are unable to launch it. Is their a specific tool I can run to recover or do I need to reload it?
Duplicate Users Being Created
Hi. We have just set up our ServiceDesk and are using AD authentication with pass-through. We have an LDAP import scheduled everyday. Everything is working correctly, however, we noticed that all of our users have been imported twice - meaning each user is given two separate records. Each of the employee's two records always list the same (correct) information from AD (e.g. phone, email, etc.) aside from the "site" and the "domain." One record will list the site and domain and the duplicate record
unable to login or start DB
So i am unable to start my database or log in via a web application. all the firewall settings are correct and the system stopped working while i was on it on one day (remote web application) and the very next day it stopped working on the host computer. Mar 08, 2016 4:41:01 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: C:\ManageEngine\ServiceDesk\bin\..\ Mar 08, 2016 4:41:01 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: netutilsData :: {RELEASE={version=9.2},
Problem with save SLA rules
When edit SLA rules (add new items), part of them didn't save. There is no error message, but items didn't save in SLA rule.
After trying to setup AD Passthrough Authentication (incorrectly) I can't log in at all
Hi All, I tried to setup Passthrough Authentication and after entering the info into the fields nothing now comes up - screenshot below. I realise I entered the computer name & password wrong, but there is no way for me to log in now... Is there a way through the file system I can remove the passthrough authentication and go back to manual credentials? I just get a blank web page now, image below: Thanks!
Unable to open Admin tab, getting an error("You are not authorized to view this page.")
I'm using SDP 9.1, I login using administrator credentials. but when I"m trying to open the Admin tab option I'm getting an error message as "You are not authorized to view this page". Can anyone help me to solve this problem
Install Manage engine SDP
Dears I have an issue related to install Manage engine SDP last version 64 bit in windows server 2012 as after installation , the application not started , Also i check java process on Task manager , it's unstable
Default Search
I use a default search (which is on the left side - Keyword based search). When I use a quick search it is not showing a relevant data. It only shows "Closed" requests. But when I try "Advanced Search" or "Column-wide Search" it shows correct results. I noticed this issue after upgrading from the 8.2 version (to the 9.1 Build 9121) Am I missing something?
9204 upgrage failure
Attempted to upgrade from 9119 to 9204. Downloaded ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm. The upgrade failed, said it was uninstalling the upgrade components. I am now unable to start ServiceDesk Plus. Attempted the upgrade a second time, it failed immediately.
After updating service pack facing issue with technician assignment...
Hi, Last month I updated ManageEngine_ServiceDesk_Plus_9_1_0_SP-0_21_0 version, after that I saw my technicians are facing issue to assigning the tickets and they have no access, it converted in requester mode. Its automatically removed. so I assigned again manually and it works approximately 15 days. Since last week again we are facing same issues frequently, many time i changed but no use. If i changed it will not saved (new setting). Finally I checked and found 2 new service packs available i.e.
Help - locked out of my manage Enging service deskpro
I can not get logged into the web portal service and need help Thom
OnBehalfOf issue (are we alone with this?)
Hi, We have a issue wit the "OnBehalfOf" function. if one of our technician edit the request he get a error message, se below. We are running on Version 9.1 Build 9121. Any solution? Best, Esteban
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