iOS app worklog
Hi, we are trialling the Servicedesk plus helpdesk and the iOS app, and have noticed that when adding a worklog in iOS, the text after saving the log changes to something like this: 3%2520x%2520systems%2520tested to3%252520x%252520systems%252520tested%5C%0A%5C%0AWhat%20is%20thia%3F%20 Has anyone else observed this behaviour in the current version of the iOS app? Jo
Database exception while discovering workstation with agent : Duplicate entry for key
Hello. I had problems with scanning workstations. When scanning workstation via its IP address or Name next error "Database exception while updating Workstation. : Duplicate entry for key" Copy from log: Caused by: java.sql.BatchUpdateException: Batch entry 1 INSERT INTO CIRelationships (CIRELATIONSHIPID,CIID,CIID2,RELATIONSHIPTYPEID,ATTRIBUTETABLENAME,RELATIONSHIPID,RELATIONSHIPTEXT) VALUES ('2780','2702','2702','46',NULL,NULL,'VMHOST_VMS_SCAN') was aborted. Call getNextException to see the cause.
description The server encountered an internal error () that prevented it from fulfilling this request.
Dear Pro, The system show error in below when I try to click an asset. Please kind advise how to fix 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
org.apache.jsp.asset.AssetListView_jsp._jspService(AssetListView_jsp.java:386)
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:201)
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:201)
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:177)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY with Chrome 45
Hi I see few entries regard this on ADPlus forum but what need to change for ServiceDesk Plus? Thanks,
SDP Asset scan detects IE 10 as Windows Internet Explorer 9.10.9200.16660
Hi, the SDP asset database detects Internet Explorer 10 as internet Explorer 9 with a 9.10 version number. For example: IE 10 10.0.9200.16660 is detected as 9.10.9200.16660. Can this be looked into please?
Forgotten administrator password
Any way to change the administrator password? I connected SDP with Desktop Central and am now unable to login to SDP. Don't recall changing the default administrator password yet, but remember creating an account when syncing with Desktop Central. Unfortunately not sure what account was created when syncing. Any help?
LDAP Import
Good day All, Could I please ask for some assistance regarding LDAP imports. What I want to do is import all my users that is in my AD structure as my ServiceDesk are installed on Ubuntu. When I click on import now it show successful but there is no records imported? How do you use the Search Filter so that all the ou' will be search. Looking forward to your reply. Thank you. Regards Gerrit
Weak ephemeral Diffie-Hellman public key error in Chrome browser
Dear forum members, in new Chrome browser ver.45 we faced a problem with opening SDP through HTTPS with self-signed certificate, because since that version (and as Chrome projects page states, that it may be backported to earlier versions too) only keys of 1024-bit or bigger and strictly with DHE RSA accepted. Does anybody has an idea, how to renew certificates to met new requirements? It is obvious about required length, but is it possible to create certificate with DHE by standart keytool? Or
Technician Auto Assign Exclusion List
Hi, We have the "technician auto assign" enabled in ServiceDesk Plus with a list of technicians to exclude. I'm trying to add two more technicians to that list, but when I click on their names, nothing happens. I can see the link for each technician name is a javascript action, but when I click on the names, they don't get added to the list. This was working before. Any ideas? We're running build 9107. Thanks!
Request Advanced Search option
Hi, We are running the most recent 9.1 build but somehow the Request Advanced Search button to access advanced search is gone. Where and/or how can I re-enable this option? Kind regards, Bastiaan
Form: unable to edit Description text after disabling field
For some forms we chose to turn off, or hid, the Description field to Requesters and turn off the Mandatory requirement. Now if we go back to the form and turn the settings back, the Description field is not editable. From the Requesters view they are able to see the Description field but from the Admin side the Description field is no longer a dialog box. How do we reset this field so we can repopulate the Description?
Cisco Voip integration
We are having some issues when cisco voip voicemail transcription emails get sent to our helpdesk to create a new request. Most of the info gets sent but many times the voicemail transcription is missing from the request in the help desk. Is there any configurations that we could look at to troubleshoot this issue? I've looked through the email server settings on the helpdesk, but didn't find much in this regard.
Add Request Task via API
hello I have a problem with API and tasks.I want to add task via Rest API but I can not.how can I do it? I try it with below link http://localhost:8080/sdpapiv2/tasks?TECHNICIAN_KEY=C1FFF56A-BB4D-4FB5-AE82-5B7F5E3DAC46&INPUT_DATA={%22task%22:{%22title%22:%22sample1%22,%22status%22:{%20%22name%22:%20%22Open%22}}} is it true? I am in a rush.
Cannot uninstall
I've been having a problem uninstalling ServiceDesk Plus and was wondering if there is an uninstaller program (For V8 and V9) out there that will remove this from our system so we can install fresh? We are performing an upgrade of V8 > V9 . Andrew
Application get down some times
I AM GETTING THIS ERROR WHEN THE SDP GOT DOWN,PLEASE HELP ME OUT WITH IT. STATUS | wrapper | 2015/12/08 12:07:23 | Machine is shutting down. STATUS | wrapper | 2015/12/08 12:08:25 | --> Wrapper Started as Service STATUS | wrapper | 2015/12/08 12:08:25 | Java Service Wrapper Professional Edition 32-bit 3.5.15 STATUS | wrapper | 2015/12/08 12:08:25 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2015/12/08 12:08:25 | http://wrapper.tanukisoftware.com
Mail Fetching Keeps Stopping
I realised that emails were not being recieved and after checking I noticed that mail fecthing had stopped. When I start it again it immediately stops and creates an error in the system log message as below: System Log details : System Log Message : Error when processing mail Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : 08/12/2015 10:05 AM Probable Cause : Error processing email with subjectOfMail : RE: Your request has been logged with request id ##14182## and messageid
in public i am receiving mail conformation as old mail id not new mail id
i am using service desk plus standard edition in both public and intranet . my Previous mail id is different and present mail id is different so i have changed in mail settings but in public i am receiving mail conformation as old mail id not new how to change new mail id settings for public .
SSL geotrust cert
How can I install a Geo trust cert to use the SDP with SSL? The directions dont say how to import it. I am using P7b. I extracted the 3 certs inside. There are no commands to install a geotrust cert.
Active Directory authentication not working
Hi, Requesters or Technicians cannot login using AD credentials. I am able to scan AD for Requesters and Computers. I then go to a Requester to change them to a Technician I have ticked the 'Enable Active Directory Authentication' I have seen a few other articles explaining the same issue, but no resolutions are posted. Help
Duplicate emails attached to a Request only when coming from external (Outlook)
Duplicate mails are created when you send a mail from Microsoft Outlook to the ServiceDesk Email address, using the patter [Request:###ID#] pattern in the subject. This behaviour does not occur in the first 4 or 5 minutos from the Start Fetching action. After that time, all mail you try to attach to a request appears duplicated under client conversation.
Unable to set fields with E-Mail Command option
I am sending plain text emails to ServiceDesk Plus (Ver 9.1) from my monitoring system and need to populated some of the fields in the ticket. I am not having any success. The monitoring system places @@@ in the email subject line The body of the email contains the 2 fields I want to set and the values formatted as shown in the examples @@field=value@@ When I recieve the assignment notification from ServiceDesk, I can see the delimited fields/values in the body of the email (see email below). The
Request ID - 7307494
Hi Dears I make a request some times ago but no response from your support team recieved. my request ID is 7307494 So thanx
Impact of deleting requesters in manage engine
Gday All, We have been running SDP for 4 or so years and during this time there has been various domain migrations. We now have one production domain, we used to have 4 or 5. The net effect of this is that we have a lot of old records in 'requesters', which I want to delete. Out of approx. 9000 requestors, 2500 are current and valid, the rest are old rubbish records from previous domains. In the requesters sections I see that I can filter by domain, so it is not that hard for me to identify
Mail Fetching
I get this error with Mail Fetching. How to fix this issue? "Server started at : Fri Oct 09 11:20:32 EST 2009. Current time is : Fri Oct 09 11:50:33 EST 2009, which is less than 1 hour from server start time. Hence not checking mail checker for this time. "
Sending Notification Failed
Hi, There is a problem that I have with Service Desk In Mail Server Settings all the required connection has been set and while I save it gives me the "Success: E-mail Settings save successfully.Connection check with the mail server successful". My mail server is working correctly and It seems that everything work fine But while I want to reply a request the error message "Sending Notification Failed" occurs. I really mixed up and I cannot find the reason of this problem Any Idea to solve this problem?
Reporting in Manage Engine
Hi Guys, I have a really weird one here, i am trying to run a weekly report against calls, all of the results are fine except from one field that is not populating the fields even though there filled in. It is a drop down field, not mandatory. Anyone know a reason why?
Migrating Server
Hi, We currently have a server running ServiceDesk Plus which we have 3 seperate groups/departments working on. We will be moving 2 of the 3 groups to a new server which will be running a different version of the ServiceDesk (Free version) What would be the best way? Need to consider that each Group takes their current data accross to the new server/ Free version along with all settings/ categories etc. The 1 remaining department/group will continue to operate on the ServiceDesk Plus. Any advise
Critical : Error while invoking backup
Can you help me? I received this Msg: 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.lang.Exception: Unable to get the data from [ARC_ServiceReq_301] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:906) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:898)
Service Desk SQL database growing out of control
Hi, We have service desk running on 9.1 Build 9118 with a SQL db running on another server. The database started on 20GB a couple of weeks ago, its now on 70GB. Java.exe process is using all the memory on the server where the service desk is installed. Any ideas? Thanks
AD Requester Import Issue
Hello, Got a bit of a strange one, I'm dong a completely new build of Manage Engine on new servers and I'm currently working on the AD Import. The OU in AD had 18 records in it, all active. The AD Import only selected this one OU, and stated that it has successfully imported 18 records. However when I looked at the refreshed Requester list it had 22. The extra 4 records imported were for disabled accounts that were in an Ex -Employee OU. Initially I couldn't work out why they had been imported,
Missing Change Details
Hello, I've recently noticed that a few of our closed changes are missing the majority of their details, other than the details in the 'Submission' tab. It's not that the fields are empty, there is simply only white space. I've noticed no pattern in which changes are affected. An image of one of the blank tabs is attached. I can't be 100%, but I think this has been a problem since we migrated the application onto a new server, and the MS SQL database into a new MS SQL database a few weeks ago. Any
Mail Server Settings for Gmail
We have just installed ManageEngine ServiceDesk Plus 7.6.0 and I can't get the mail server settings to work with gmail. Has anyone else tried setting it up with gmail? Outgoing is working fine it is just the incoming that is an issue.
Requester name not found
Hello! When we create a new ticket and begin type requester name the choices appear below if it's already in the database. But when I select an existing item the other form field will be empty and when I save the ticket the form warn me that "requester name is not in database" and offer to save it. How should we solve this issue? Thanks in advance. Sandor Ujhelyi
Stop SD plus from responding to TLS/SSL Server Supports SSLv3
Our security manager is asking how I can stop Service Desk Version : 9.1 Build 9116 from responding on the following: Looking for information on the two listed on port 9251 – can we disable RC4 and SSLv3: 9251 TCP TLS/SSL Server Supports RC4 Cipher Algorithms (CVE-2013-2566) fail 9251 TCP TLS/SSL Server Supports SSLv3 dispute
AdventNetServiceDesk have state [FAILED
We have started installation of service desk plus but when we launch application command run service AdventNetServiceDesk have state [FAILED] Please Advice
SLA Calculation Issue
Hi! May I request help in finding out how the SLA was computed for a certain ticket with the following details: Below is the SLA rule applicable to the above ticket: Below are the Holidays configured for May 2015: Below are the configured Operational Hours: May 12, 2015, was a Wednesday so the Due By Date should have been May 14, 2015. Please help me in knowing why the system computed the Due By Date as May 19, 2015. Thanks!
Updating AD user list
I know this is a silly question to ask, but I just want to make sure before I pull the trigger. I'm about to update our AD login credentials, and it warns that "On importing, existing data will be overwritten and new data will be added." I'm assuming that means current configurations remain the same though right? If someone is logging in with their AD creds as a technician, his current roles + support groups won't get overwritten and need to be setup again?
button "add note" is not working
sometimes while trying to add a note , the button "add note" does not work , we have to copy the text , refresh the page and repeat steps. Is there a solution to this problem? ver. 9.1 9114
Service Desk Server not Starting
I am running Service Desk Plus 8.0.0 Build 8026 on my test environment. I am using MS Sql Server for the database which is located on a different server. I have no problem connecting to that database. I have been having trouble getting the server to start. I have uninstalled the software and reinstalled. I have resorted to running the run.bat. It still failed but the log (attached) is telling me that I have a bad license file. However, it isn't prompting me to locate the correct license file.
Active Directory Import Field
We are using Active directory import and trying to get the native field of employee ID to populate, the field is present in AD in the Advanced Attributes portion of AD and has been confirmed, I also tried to create a custom field with the exact characters of AD and tried and import but the numbers do not come across, in our organization this is a constant field across all 40+ of our SQL servers and creating custom reports as well as ways to report against employees with that field. I wanted to
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