Mac OSX client scan always unsuccessful
Hi All, I've been trying to scan mac workstation since I started using SD+, it never worked. Windows clients are scanned properly. 99% of Apple hardware is running pre-ElCapitan OSX version (10.8-10), so it should work. Firewall is disabled and ssh is enabled everywhere. I can connect via ssh to all Macs, so that's not the problem. Can you help us? Thanks indeed Regards
Survey Link ($SurveyLink) not active (not recognized as an hyperlink)
Hi, We are currently setting up a new Service Desk Plus installation, but there is a problem with the Survey Link ($SurveyLink) tag sent in the survey message. The link is correct but it's not recognized as a link (it appears as plain text). If the user copies and pastes the link in a browser it works ok, but it's not able to click it directly. More strange ... if the original message is forward the link will become active ... Any ideas regarding this issue? Thanks in advance. Regards, Nuno Diogo
Unable to view any archived tickets older than August 2015
Since upgrading to 9.1 Build 9120 we have noticed that when we search or type in a reference number of an archived ticket that was logged or closed prior to August 2015, we are unable to see any detail of the ticket bar the below; Please advise what could be causing this? Thanks Lynne
Information from Tasks Tab missing
Hello - I've never had this issue until last week. It seems that when I click on the Tasks tab, all I get is a blank area. I can't view items in Tasks at all. All other tabs work fine. I have tried it in IE, Chrome, FireFox and from two different machines with the same results. I had a coworker log in from my machine and try and he was able to see his tasks, so I don't think it is a browser/environment issue. Our service desk admin even deleted my account and recreated it and the
Failed to start the server - CentOS 6.7
Please teach us plz... /{SDPHOME}/bin/run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
import and notification users
Hello guys; I have an extensive list of users offline (without domain) all imported but not working sending the initial password for this User. How do I generate a single password and send it to everyone again? Att Danilo
Error while Migrating DB from PostgreSQL to MY SQL 2012
Hello Team, I just moved on SDP 9120 build and having inbuilt PostgreSQL DB. I am trying to move my DB from PostgreSQL to MY SQL. I have followed all the process but at last I am end up with an error. Below is the error for your reference. *************************************************************.\backup_info.xml Backpup data : Wed Jan 20 16:40:02 GMT 2016 Database name : servicedesk Total Tables : 1376 Database Server : postgres Build Number : 9120 *************************************************************
I want detailed explanation to...
Hi everyone: I have the Error: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. So, I ruined the process (I think) about http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html And then... C:\ManageEngine\ServiceDesk>gencert.bat MYSERVER 995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert MYSERVER Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\cacerts...
update fails
Hi I can not update my SDP. please find attachement for discovering the root cause and give me solution. Thanks
JSON file not returning all data in the request
We use many additional "resource fields" in the Service Requests and I need to access these fields in a script. I have created a custom trigger which launches a Python script that reads the JSON file generated. Problem: I only see the additional data when the ticket is edited NOT when its created These steps are a summary of the current process: Service Request is created and the additional resource fields are populated. The JSON file data dump shows all the additional "Resource fields" as
Error renaming a Support Group
Hello, We are experiencing problems while renaming a Support Group. Situation: "Group A" was created long time ago (maybe 2 years) under "Default Settings" with several Technicians assigned, its own "Group E-mail", etc. A huge amount of tickets have been assigned to "Group A" since then (maybe 200.000 or maybe more). Now we want to rename it to "Group B", we tried to do it by clicking "edit" button and entering the new name "Group B" and clicking "Save". The application became unresponsive for a
Description field missing from template
Good Afternoon, The "Description" field is missing in our Default Template. I have already done the following things: 1. Reset the ManageEngine SDP Services and start again 2. Reset the server I have run the following command in the Report Query: SELECT * FROM form_customizer WHERE form_name LIKE '%default%' Which gives me the attached output. Please could someone let me know what to do to correct the issue. Many Thanks
ActiveDirectory Login - username or password is incorrect
I've imported users from AD successfully. I've then tried to enable AD Authentication. All I get is 'username or password is incorrect'. If I change the user password from within ServiceDesk Plus I can login using the User ID and selecting Local authentication.
Duplicate tickets created while uploading tickets from Excel
Attached the sample for reference. using ME service desk plus standard version. we are using the below license and when we upload the data from excel its creating duplicate tickets.
Desaparicion de Tickets
Se eliminaron gran cantidad de ticket cuando se reinicio el servidor donde esta instalado el servicedesk Saludos,
Active Directory Issues
Hi I am having no end of trouble with setting up active directory. I have imported the users with no issues. I have also setup the AD authentication with again no issues. I have also set the Pass-Through But no matter what I try I can not login as any of my imported user accounts to attempt to send some test tickets. I triple checked their passwords and I know the ones I am trying are correct and I am able to login to the computer with these credentials but not into the user portal. Thanks
Wrong SLA Notification Receiver on Change Management
Hi, Can you please assist me on figuring out the wrong notification that the service desk is sending. What happen is that the change owner is not receiving notification before the violation, instead it’s sending on different technician randomly that belonged to their group (i.e. application team, network team). This was triggered upon associating change request to projects. Version: 9117 Thanks, Rowell
Modify tickets sent from email/not from ManageEngine portal
We receive helpdesk tickets mostly from emails and only a handful from the portal itself. How would I go about modifying incoming tickets from emails? I'm looking at the custom triggers, but I don't have a lot of experience working with the REST API. Thanks, Dan
Large number of CC Emails and Screen Width
When a request is emailed in that includes a large quantity of CC'd emails they all remain on a single line rather than adjusting to page width. This causes issues when trying to use the UI and needing to significantly scroll horizontally to reach certain selections, such as the edit button for Request Details. This should automatically wrap text to fit the width of the browser window rather than causing a scroll bar.
Costume Script Is Not Working Properly
I tried to use the Field & Form Rules Features to set a set of task once you edit the ticket. First Attempt Scenario: I set the Condition as On Field Change and Technician is "Ralph" Execute Script Set TaskTemplate1 Result: When i click on the single ticket and click on edit. then change the technician to "Ralph" the TaskTemplate1 is successfully added. Second Attempt Scenario: I Tick the checkbox on multiple tickets then click on Action>Edit Request change the technician to "Ralph" Result: All the
Apply new license after current one expired
Current test environment license has expired and I am unable to log to apply the new license. How do I go about adding the new license so I can log back in? I've searched, though not using the right combo of words, as I did not find what I need. I believe I have to do a parallel install and apply the license there then copy some files over. I just don't recall which ones. Any help would appreciated!
Advanced Search fails on requester is
Hi, we've noticed that when using the advanced search functionality and search for Requester is, the systems returns 0 results. However running the search as Requester contains returns some results, so there are clearly tickets logged. Is this a known bug? We are using : 9.1 Build 9120 Thanks Lynne
New request opening through email - not working
Hello, I am new on this forum so my apology if I'm not asking on the right thread. So, I am having problem with my manageengine service desk, particularly with request creation through email. Everything was working fine until today. I've tried to restart server, mssql... I can see that mails are forwarding to mail account that is designated for request creation. It would be wery kind from you if you could point me where to look for the problem. Thank you in advance.
Request not opening on new email creation
Hello, I am new on this forum so my apology if I'm not asking on the right thread. So, I am having problem with my manageengine service desk, particularly with request creation through email. Everything was working fine until today. I've tried to restart server, mssql... I can see that mails are forwarding to mail account that is designated for request creation. It would be wery kind from you if you could point me where to look for the problem. Thank you in advance.
Waiting to load adventnet.com
Hi, When users try to access our servicedesk it gets stuck attempting to access www.adventnet.com, after a few minutes waiting it loads the helpdesk successfully. After this initial attempt the page loads quickly, until the user either logs off their machine or the server restarts in which case it needs to go through the initial long load time. Have tried updating the servicedesk but it did not improve the issue.
Waiting for adventnet.com
Hello, For the last week when users try to access our helpdesk it gets stuck trying to load adventnet.com, after a couple of minutes it loads the helpdesk and is fine from that point onwards until either they log out or the helpdesk server restarts. Tried upgrading the servicedesk build to 9000 from 8217, still the same.
Administrator site not work after upgrade
Hello! We upgraded from version 9120 to 9200 with "updatemanager" batch file. The process finished successfully but we have some issues in the admin site. When we try to set anything we got a blank page and nothing happens. For example we tried to add a technician and click a letter to jump in the requester names the site goes to "https://servicedesk.orgdomain.hu/RequesterDef.do?startsWith=r" but nothing appears in the browser. We tried it in different browsers like Chrome, Firefox, IE and Edge
Asset is not visible in request anymore
Hi! After upgrading to the version of SDP, where assigning multiple assets to a request was introduced - I noticed that associated asset is not visible in Request Details view. See screenshot: However if I click Edit button in the upper part of this View - I can see that the asset is assigned to this request: Also I noticed that if I search trough the requests and include this asset's name as a search parameter - no requests are found (like if no requests had that asset assigned): At the same time
Erroneous notifications about request unassigned within group
When handling a request, we often assign it to a specific technician and group in one step. ServiceDesk Plus then sends out an e-mail notification to all the members of the group stating the the request is unassigned within the group. When every member of the group responds by viewing the request, they see that it is in fact assigned to the one intended. Peeking inside for a possible cause, history shows a sequence of property changes with assignment to the group assignment before the technician
Service Desk Server service not starting
When attempting to launch the application it hangs at Application Layer started.....I also cannot start the service I receive Error 1067. Please helpa s I cant move forward .
Adding Payment for purchase order
When entering a payment to a purchase order, it doesnt actually add one: Clicked Save In this case, its not the full payment, but vendor sent multiple invoices at different times, and I wanted to pay this one now. When I get this prompt I click cancel, because I dont want to notify anyone. Then I see no payment: Even if I modify the notification portion (click OK and fill out that form), it doesn't add it.
SDP - Failed to start Server after SystemCrash
Hi, our Server 2008 R2 chrashed hard due to hdd failure and after rebuilding the system SDP Server fails to start. Done some googling and checed the forum but none of the tipps helped so far :( Here is the error message running run.bat after stopping javaw.exe: and attached pls find serverout0.txt.... [17:40:23:476]|[02-08-2016]|[SYSOUT]|[INFO]|[10]|: scanner initialized| [17:40:23:491]|[02-08-2016]|[SDPStarter]|[INFO]|[10]|: ========================================================| [17:40:23:491]|[02-08-2016]|[SDPStarter]|[INFO]|[10]|:
Mail Fetching Issues
Please I am having issues with my Servicedesk plus, for about 2months now I have been having issues fetching mail, its stops and starts again, but now for a very long time it hasn't started, we had to relocate the server of recent and when we got it back on it worked for some minutes and stopped. At present we have over 3000mails waiting to be fetched and this is putting us in a bad light need help ASAP. Checking System log I see; Issue in email fetching Module: Mail fetching Type: Error Probable
Assets assigned to department not seen in the New Request page
Hi, I have assigned an asset to the department via Assets tab. But when a user from this department creates a request he cannot see this asset in the drop-down list. He sees only assets assigned to him personally. The point is that I want to allow every user from the department to open request for this particular asset. Is there any way I can do this? Thanks
login page
Hi I cannot customize my login page. I upgrade from 9112 to 9115. but when i create custom\login\custom.html it can not read by server and the old login page shown. I remove the old customized login page in "C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war" but not occure any changes. Please help me Thanks
Incident layouts
Hi I not sure if i am doing something wrong but can someone show us where this layout is set We have created an incident template that looks like this If we create an incident using the template it is fine when editing the request it has the same layout but once the incident has been created the layout is completely different Does anyone know where the layout for the 2nd part is pulled from Thanks
Migrating ManageEngine SDP from Windows to Linux
Hello, I've been attempting to migrate the ManageEngine Server from a Windows 2008 server to a Linux (CentOS) server. The installation and such went fine, it's the database restore that messes up the ServiceDesk. Every time I try to restore the database it pretty much ends up with the same problem: "Unable to restore database : null, message from server: Data too long for column 'NOTESTEXT' at row 1". After attempting to restore the database, trying to restore the previous one is impossible. There
when install service desk the free edition on windows 2012 r2 it is stuck
hi when i install the software on windows server 2012 r2 the software cannot start and she is get stuck on start what can i do to fix it ? tnx
Upgraded from 9115 to 9121 and am no longer an admin
When I log in now, I am just a basic user and can not restore functionality. Not sure how to proceed.
Sending notification failed.
i'm getting the following error when trying to send emails. following settings SMTPS/TLS port 587 with Auth. i have tried other settings but nothing is working. I have also restarted the service a number of times. I have attracted the Support file. I have the following error in the logs Caused by: javax.mail.MessagingException: Exception reading response; nested exception is: javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? at com.sun.mail.smtp.SMTPTransport.readServerResponse(SMTPTransport.java:1462)
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