disable sound card or media
how to disable the sound card or media in user computers through configuration.
I am not able to work on Portal
When I am trying to assigned one ticket to another technician its just refresh the page same for all the task. Till morning its was working without any changes my Our side its stopped working. From this my completed IT related task stopped please help us on ASAP
Migrating DB and Restore
Hi, I'm trying to migrate from mysql to mssql and then restore a full mysql backup, but errors occurred and i cant restore data. Changing DB server was easy and without errors, i've started once SD+ and then stop as indicated by your procedures, I've call the restoredata.bat file after that and selected backup file and then it gave me an error. "Unable to restore database : invalid END header (bad central directory offset)" Here it is my command prompt log: C:\ManageEngine\ServiceDesk\bin>restoreData.bat
Active Directory Authentication not working Standard Edition
I have installed the Free Standard Edition and imported requester from Active Directory with no errors, then I enabled Active Directory Authentication but when I try to login with an AD user I just get bad username/password. What am I missing?
NTLM Failed Redirecting To Login Page
Hi Team, I have a user facing subject error while opening SD+ Test page He is able to open Production page but this error is only while opening Test link and this issue is only with one user other users are able to open Test and Prod both pages properly. Cant provide you the logs and report as he is not able to open home page itself. Please provide the solution on this ASAP.
FOS
Dear Support, am having this error,when i am trying to used FOS , I did all the steps in tell i reach to this command Mirror Installation : Invoke <SERVICEDESK HOME>\fos\mirrorSetup.bat <machine2-name/ip> - pass the machine 2 name or IP as parameter after did this command i got this error Older 144091 MobileClientJSPClasses.jar 2015/12/21 01:28:00 ERROR 32 (0x00000020) Time-Stamping Destination File C:\Mana geEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetS
REST API Technician Key Failure
This topic is spam Every now and then, around 10 PM, a tool of ours that uses the SDP REST API to grab requests fails with the following error: [22:08:46:986]|[08-10-2015]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[1861]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | [22:08:46:986]|[08-10-2015]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[1861]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | [22:08:46:986]|[08-10-2015]|[com.manageengine.servicedesk.sdpapi.servlet.SDPAPIServlet]|[INFO]|[1861]|:
SDP 9.0 incorrectly detects IE11 as IE6/7
Hi there, Since updating to v9.0, accessing SDP using IE11 presents the following warning: This doesn't appear to affect any functionality (IE11 largely appears to work with SDP 9.0) however it can be confusing for users and prompt unnecessary calls to the service desk. Is there a server-side fix for this? Changing settings on every client isn't going to be a practical solution. (Note: this has been confirmed on Win 8.1 although it likely effects Win 7 too) Thanks, Richard
ServiceDesk Plus email database purge
Hello, We have an existing ServiceDesk Plus installation that we want to start using again. The person that installed this software is no longer with us, so I'm learning on the fly. It was installed approximately 1 year ago and the email fetching service was started, populated and eventually stopped. When I start the email fetching service now, the system begins creating tickets from old emails almost a year ago. is there a way to purge the database and start from current emails, once the fetching
Database information for Requests
I am using the Standard version of SD Plus. I am looking to migrate from OSTicket and bring over all of the details we had there. I am pretty comfortable with SQL and wanted to know where I could see the ticket details in SD Plus within the database. I believe that if I can match the tables up I can import all of the pertinent data from OSTicket and not just use the XLS import option. Can anyone tell me the tables used for a request?
Problem with Adding Request
I have created an incident template and for some reason, when I hit add request nothing happens. I have a problem with the description field gone missing but I'm not sure if that is what is causing it. Any ideas where I can look to see what might be preventing me from adding this request? This is the first time I am using the field and form rules as well.
Group dropdown not showing the groups
Has anyone had the issue where the groups you have setup don't show when you are within a service request and you select the group drop down. The technicians show but you are unable to assign a group. I'm able to assign the group and technician using the Assign button from within the request but it doesn't populate into the request itself as the request then shows select group and select technician but there are no groups to select and by not selecting it removes the group from when it was set
Why doesn't the ticket mode update when tickets come in from Self Serve Portal?
I had to make the mode field mandatory in Incident tickets because it wasn't populating the self serve portal ticket entries? Is there a change i need to make? I am on build 9111 A ticket through email auto updates to state email.
Custom triggers in SDP9113
Hello. On my test SDP (Free version) I have problem with custom triggers. When I try to open Custom Triggers in Admin module I have: "The Change module is not enabled due to licensing. Please buy Change Add On license". So I cant use custom triggers on requests.
Mail settings regarding 'Disable new request creation through email' and 'Parsing'
Hi Expert, I have the questions about the following statement "Request threads with subject containing the RequestId and no operational string (UpdateRequest) will be updated as a normal conversation and a new request will not be created.", which is digested from <email-configurations in adminguide>. Question 1: Does it work only when Enable E-mail Command is activated? Question 2: Could EACH email with the subject containing the specific RequestID be updated as the conversation into the corresponding
Administrator login not working on new SDP install
Hi Have just installed SDP to try out Changed the database to SQLExpress Went to login for the first time on the web gui and it does not like the default administrator and guest passwords Can someone tell me how to fix this. This has not been an easy app to setup so not sure its worth looking at now. First had issue with the SDP starting gets stuck on Application Layer Started and it took me to install my own SQL then reinstalling this app to get the app starting and now this.
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. "
Next Page