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)
Site- Fail assignement
Hi , all of the clients was imported trought AD. When the requester add a new incident the site asignement is the same in all cases. I verified if the label Office in AD if is diferently of the Helpdesk, but is the same data. I hope be clear. Add images for better comprension. Regards
IE 11 with SSO
We have been using SSO with Service Desk now for over a year without any trouble. Once we loaded IE 11 onto our computers the SSO will not longer work for this browser. We have added it to our intranet site but still have not had any consistent luck. Some times the users just receives a web page with nothing on it or sometimes it loads the sign on page. SSO still works perfectly when using the Chrome Browser but IE 11 will not work with any kind of consistency. My guess is that it is a setting
error when editing request details - Exception while updating Workoder.null
After the update to 9.7 build 9105 our technicians are getting the following error from their android phones app when trying to put requests on hold. Error when editing request details - Exception while updating Workorder.null They are able to put tickets on hold if they go back to their desk and log in using a browser on the web interface but this is not ideal. We have tried changing their permissions etc. nothing seems to work. Any ideas?
Form Designer - Additional Fields
I created several additional fields while using the Form Designer and I need to delete some. When going to Helpdesk > Service Catalog > Manage > Additional Fields, the fields that I created while in Form Designer do not show up under ANY category, including the one I made them in. This seems like a bug. Does anybody know how to delete these fields?
Technican losing domain
Hi I have experienced on two or three occasions where one technician will be working fine and suddenly on next logon, be a requester. I have tried many things to resolve this, but the only sure fire way of fixing it is to completely remove them from SD+, reimport from AD and make them a technician again. It appears (and I may be wrong) that the technician loses the domain, and no matter what we try, it won't reconnect. Any ideas? Thanks James Gander Gander Service Management IT Operations and Service
ServiceDesk Plus portal slow to load in browser
we recently ran into a problem where servicedesk now takes upto 3minutes for the portal to load within the browser. this happens from any computer ( even running locally from the server where its installed on). i reinstalled SDPlus restored the backup and the problem still occured. we were running version 7611 so after the install i upgraded it to 8.0.0 Build 8021 and the problem still occurs!! once it loads its not too bad to browse throiugh the different tabs and create jobs, its just that inital
The spaces are doubled every update of the ticket
Hello, I need your assistance how to solve the problem mentioned in the subject. Every single time I somehow edit the ticket, the spaces / gaps between every line doubles, therefore after 4 times of editing I have the body of the ticket long as e.g. 4 A4s, instead of a half of A4. This is pretty serious issue, since we cannot function like this. Thank you in advance for your assistance! Mako
$RequestLink sent with http:// twice
For example- Click for details : http://http://mfm-svr-19:8080//WorkOrder.do?woMode=viewWO&woID=3085 I went through the templates and "unlinked" but they still are being sent out with the double http:// Anyone know where to fix this issue?
ERROR on restore Please help
I have restored backup, Database - my sql express 2012, build 9200 after restore i get this error, screenshot attached please help
New scanned Assets not showing up in any asset list after change Produkt type
Hello, i found a problem, when changing the product type. I scanned an Airport Express, SDP recognize it as "NETASQ IPS-Firewall" and sort it in the "Firewall" product type. If i change the product type of "NETASQ IPS-Firewall" from Firewall to Access Points, everything is correct. But if i scan another Airport Express, the asset is correctly sorted into Access Points, but it doesnt show up in the list nor in the Firewall list. If i change the product type of " NETASQ IPS-Firewall" from Access Point
Asset details in custom report
I have a request where a user can select hardware and other stuff under Asset Details. When I want to make a custom report of the requests, "Asset Details" is not a field I can select. All other fields, such as subject, description and what else is no problem. Asset Details seems to be the only one missing. It seems I have to make a custom query, but I don't have access to the database and don't know the layout of it. Any help would be appreciated.
Slow loading of Servicedesk results in failed AD integration
When are you going to resolve the issue with the slow initial loading of the Servicedesk??? We are now on week 4 with this problem, and its giving us a lot of issues with end users. If this is not resolved soon we see no other way then abandon Manageengine and finde another servicedesk system.
Helpdesk Manager Rights
Maybe I just don't understand this structure yet but if I give my helpdesk manager SDadmin rights so he can create the helpdesk ticketing system I have no way of restricting him from things that are not Helpdesk . This is a big problem because I could never use the features of Professional to Enterprise which have nothing to do with the Helpdesk Mananger; like Purchase Management, Contracts, Change Management. Can ANYONE help me understand this. I am really lost and thinking this solution is lacking
E-Mail Notification for Support Groups
I have checked the option "Send Notification to group technician(s) when a request is added to this group" for a couple og my support groups. I have also chosen two technicians which shall be notified. Unfortunately ServiceDesk does not send any E-mail if a request is assigned to the group. I have already verified that the application is able to send E-mails. Best Regards Rolf-Achim
upgrade build 9118 failure
I upgraded our production level install to build 9118 today from build 9114. The upgrade said that it completed successfully, as well as the backup. However, I cannot launch ManageEngine Service Desk. The page times out. I have tried stopping the server by: ..\bin\wrapper.exe -p ..\server\default\conf\wrapper.conf and starting by running: startSDP.bat The application hangs during startup at: Application Layer Started. I thought I could follow the directions to restore from the previous backup. Well...
CI fiels model and product name
Hi, We just started using ServiceDesk Plus (version 9200). For the CIs from the server and workstation class, there is a field "model" and a field "product name". The model field can be edited, the product name field appears nowhere in the edit screens. This field is often incorrect for many of our assets. How can I change the value of the model name field if it does not appear in the edit screens of these assets?
Ticket auto Closed in non operation hour......where to change?
Hi, Operation hour set to 10:00 AM to 18:00 PM and friday & saturday is off day. auto closer of a ticket set to 1 day after resolving the ticket but it does not calculate operation hour. i.e if ticket resolved at thursday 14:00 hrs then this ticket auto closed in next day i.e friday 14:00 ?????? ideally ticket should be closed sunday 14:00 as my weekly holiday set fri and sat. no issue of SLA calculation. need your explanation. Mohammad Golam Rabbany Proud Customer of MESDP
Cant import only active employee from AD
Hi, SDP 9.0 build 9048 PGSQL there is no option in this product to import only active employees. in AD resigned employees are made deactive & entry is exist in AD.whenever we sync both active and inactive employees are imported. is there any way? Mohammad Golam Rabbany Proud Customer of MESDP
Merge Users script
Hi there! I was wondering if it'd be possible to get a copy of the "merge users" tools? (See here for examples) We've changed our e-mail address format due to changes in mail policy, thus creating the duplicates. Sincerely, John Parker
Error while configuring email
HI, After we have configured our email and saved the password we are getting following 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" Can you please help me in this thank you. I am also attaching the screen shot of the error for your reference. We have tested the connectivity to the mail server. Thank you Sudheesh
ServiceDesk Plus mail server couldn't be configured
Hello SD Support Team, I'm working in one of the Govt. Entity in Abu Dhabi, U.A.E. I am in the process of analyzing SD Plus for our enterprise. I have been struggling to get ServiceDesk Plus to work. Every time I try to configure Mail Server, I am getting following error. I am using Email type IMAPS and port 993. I did verify that the ports 993 and 443 are allowed to our Exchange Server through telnet. I also tried to follow your documentation mentioned in http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html.
AD authentication issue
Hi All We have an issue with AD authentication. Some users can't use their AD credentials, the domain name just disappears from the list on the logon screen. So they can login just as a local user. The domain name disappears from the choice during entering of the logon name. At the same time the most of others people can login ok. Any ideas? Thank you in advance.
Mail fetch service failing
Our mail fetch service is failing at random intervals through the day. We are on Version 9.1 Build 9112. Nothing has changed with our mail server (Exchange 2010), networking or server. One thing we have noticed is the Java process is eating up very large quantities of our CPU and memory on the server. Anyone else seeing this issue with build 9112?
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