Trouble Importing Active Directory Users
I am having trouble using the AD import function in the ServiceDesk. Basically, when choosing the "Import" link, it does not show all of the OU's. In this example, I have an "ASG" OU, which contains an OU for each branch, then within each branch OU I have an OU for each department. In the Service Desk, I can only see the root OU. I can't drill down to see all the OU's listed under the root. I have pasted a screenshot of our Active Directory, showing the OU structure as well as what I see in the ServiceDesk
ServiceDesk not updateing sender email address?
Hi, During setup we used a test email address of Servicedesk@xyz.com. Now that we are about to go live I've changed the address (under mail server settings) to helpdesk@xyz.com but sender address seems stuck at servicedesk@xyz.com. I've restarted the server, clicked save a thousand times but it won't change. Any suggestions would be greatly appreciated.
Error when approving
When you are using the purchasing module and you have 2 stages of approvals: Both set of approvers get notified that they have a purchase to approve. However, if Stage 2 approver tries to click Take action, they get a bad link that they can not approve. It is not until Stage 1 approves, that the Stage 2 can approve. It should operate like the following: Stage 2 should not see the option to take action until Stage 1 has approved it. It should be hidden from view or not show up until Stage 1 approves.
Hung at Application layer Starting
Server never starts, "Application Layer Starting......" is all I see, this is after a fresh install of the newest version on a new 2012 R2 server with SQL 2008 R2. on the same box. The ME Service Desk Service stops every time the server is restarted so I tried inducing the run command from command prompt and received the following error. "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: E:\ManageEngine\ServiceDesk\bin\\..
How do I delete requester email address
We're trying to remove a few email addresses from our list of requesters. But it will not allow us to save the changes made unless we enter a different email address. Is there any way we can remove email addresses rather than replace them with new ones? When we remove the email address in the requester record and press save, the old email address is still there when we look at the record.
Scheduled LDAP import only importing some users. Manually-triggered import provisions ALL available users.
The daily LDAP import that we run at 6:30 is importing small numbers of users ranging from 0 to under 100. When I run a manually-triggered import within a couple hours after the scheduled import ( by going to Admin > Users > LDAP > Import Now), it imports many, many more in the hundreds of users. This has occurred ever since we started using a fresh installation of SDP with LDAP. This occurs on all of our SDP servers including DEV, TEST and Production. There should be no difference between a scheduled
requesters and technicians became unknown!
Hi, I have SDPlus 9.0 build 9.1.0.5, upgraded from 9.0.4.8. all my authors and techs are unknown now :( AD sync is working, I see all of them in 'requesters'/'technicians' tab, all emails are correct etc. but when I make a new request, a catch "requester name does not exist". also, site associations is not working now. BUT! If request was made by email, everything is ok - request arrives with correct requester name, associated with correct site etc. how can i fix this problem?
Email Fetching stops after a few days
Hi, We have the free version of ServiceDesk Plus installed (9.1 Build 9105), and the issue we have is that after running properly for a few days, mail fetching then stops (although the admin keeps displaying the "Last attempt to fetch mail..." messages). There are no issues with sending mail, that is working fine. If I stop fetching, and click the "Save" button on the "Incoming" tab, I get the following error: "FAILURE :E-mail settings saved successfully. Could not find valid certification path to
Forwarded Conversations not showing
Can't view Requester Conversations forwarded by a certain Technician. You can see all replies by this same technician. Any thoughts? George
Migration osticket to Service Desk
Hello, is there any possibility migrate data from osticket to Service Desk including the full history of all tickets? When i had a look at the default csv import file i only see that the subject and main description will be imported... Thank you.
ServiceDesk Plus: We are unable to specify Technician, Group, Priority using Email Command Syntax in an emailed ticket
In emails to ServiceDeskPlus We are able to set Category, Sub-Category, Item and Impact (I haven't checked all fields). But, Group, Technician and priority we really need to specify to override the values in our email (default) template and we haven't been able to set them in our testing from both a Requester account and my own Admin account. We are at 9.045 today but should be at 9.105 or higher in a couple of weeks.
Images on emails are stripped and put as attachements
Hi, When I have a user email a request into the system images that are attached to our email signature are stripped and put as attachments. Same with any screen shots that a user puts in their email to support. Is there a way that whatever is in the email is displayed the same way in the ticket? It's time consuming having to try and sort through the image attachments to find the screen shots then paste them into the actual ticket. Thanks Vicki
Old ticket numbers upon new ticket creation
I am having a problem where a user sends in an email to create a new ticket they get back two emails. One email refers to an old ticket that the user had nothing to do with. The other ticket has the correct new ticket number on it. This doesn't seem to happen for every user every time, just randomly. This just started, we were running 9.0.46, I upgraded us to 9.1.10 and we are still seeing the issue. Brendan
Outgoing mail server settings keep disappearing
We've noticed recently the email outgoing server settings keep disappearing and mail fetching stops. Is this a known issue? build 9109 database MSSQL
Group does not receive email alert when there's a reply to a request
Hello. We are not receiving emails when a request in the group is updated. An email is sent when a request in the group is created but not when a client reply to the request. Both "Send notification to group technician(s) when a new request is added to this group" and "Send notification to group technician(s) when a request in this group is updated." are enabled, as you can see from the screen shot. Do we need to manually assign the ticket to a technician in order to receive alerts of replys? Thanks
Reporting Issue: Time Spent on Tickets
Currently running ServiceDesk Plus 9.1 9100. When going to reporting and running the report "Request Time spent Reports by technician", I get the error that no data is available. I now have hundreds of tickets in the system and have tried changing the data and running with different technician/users with no luck. I modified the wage for technicians to $1.00 where it was previously 0.00. Still did not work. This report would be important for me to determine what staff need additional training at.
Servicedesk Form and Fields Rules
Hello Support, I have got a question about the Rules for Forms and fields. What i want too do is based on the site i select the priority (Low / medium / High / Next Business day) is set too an specific priority by default so that in the back ground the SLA agreement rule can start do his work. As we have many customers with different SLA agreements i want too automate this as much as possible for the servicedesk. But no matter what rule i make, nothing happens (not at loading form / change field
SupportCenter Plus do not send email
My SupportCenter Plus stopping sending mail In the error log file there is this error: Exception setting value - for FR_DUETIME ERROR: java.lang.NumberFormatException: For input string: "-" Sorry for my english, tanks for the help
Do not open the site ServiceDesk
Hello. After installing and running the database and ServiceDesk system, I can not open a website with an external host. Port ServiceDesk - 80. netstat shows that listening ServiceDesk only protocol port tcp6 The output: tcp6 0 0 [::]:http [::]:* LISTEN What and how to fix it? So ServiceDesk to listen on port protocol tcp4? OS: Linux CentOS 7 x64. With respect. Igor Stepanenko.
ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY
Hi, this error appear when i try use Service desk in Chrome/Mozilla.(NOT in IE) Can somebody helpme with tis error? Thanks.
Manage Engine Service Desk
When trying to view Attached Screenshots in SD I am getting a certificate error. How do we change the link to point to the url and not the computer name?
Update from 8.1.0 Build 8109 to 9.1 Build 9107
Good Afternoon! I have been trying to update our Service Desk and I am running into trouble. I've followed the instructions that I have found on the website and am not having much luck. I've taken our live database and made a copy of it on a workstation to see if I can get it to work with a step by step update but after trying to get to about 8. something, the database doesn't seem to response. Since we are currently using the Free version we do not get support. The original install of our ServiceDesk
Trouble editing Login page.
I'm having some trouble editing the CSS and html files that havfe an effect on the login pages. Made the changes to the XML file to point the login page to index.html rather than the .jsp. However this is only partially changing the aspects on the page, some parts of the image I am unable to change no matter what. For example I change the colours on the CSS and realised that images are used for the rounded edges on the table at the login page, I tried to edit these images to match colour with the
deleted when it is about to get overdue.
Dear Support, We are getting this error, Could you please tell us what that mean ? It seems that the request with request id 40012 got deleted when it is about to get overdue. ====================== End of Forwarded Mail ======================
Cannot Convert Postgresql to MSSQL
I have followed these instructions, and cannot convert my Postgresql to MSSQL: https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql At step 6, i get this: "Are you restoring this data in Production Build" I click yes, and it fails. I've attached the restore log file. Any ideas?
9107 Migrating from Windows Server 2003R2 to Windows Server 2012R2
Hello! I had ME SDP 9107 (32bit) (PostgreSQL version) runned on the Windows Server 2003R2 SP2 x64 server.The server broke, but the backup stayed. I tried to restore backup on a new Windows Server 2012R2 server with no result... Restoring was stop at once after the beginning. I tried 32 and 64 version of ME SDP 9107. Then I tried to install ME SDP 9107 on a VM with Windows 7 (32bit) and the backup restored successful without problems. Is there any restrictions for a migration from an old Windows
Error when running changedb.bat for an additional Service Desk server.
We have several Service Desk servers that we run that are all independent of each other but all point to one MSSQL database. I have set several up and have not come across this issue before. When setting up a new one today, when I get to the part to run the changedb.bat script and I input all of the correct settings, run a test and the test connection works just fine. I go to click save and this error comes up, "You cannot configure this database server because the database server is compatible
Can't Delete Duplicate Technician
I have a duplicate technician that I am trying to remove but I when I try and execute the command it doesn't work I have this message show up when I try and execute the command. delete from helpdeskcrew where technicianid=7527; Msg 208, Level 16, State 1, Line 1 Invalid object name 'helpdeskcrew'. What am I doing wrong? Any help will be appreciated
AD SSO
I have active directory setup. Single domain. Users Imported. Computer account created and password set on it. I've done all changes to IE to trusted sites and have changed User Authentication to Automatic Logon with current user name and password. I've tried settings under Local Intranet and Trusted Sites. When going to SDP it won't automatically logon users. It goes to logon screen. I'm not seeing any errors. What could be causing it to not automatically logon? Thanks...Jonathan
Jump to Desktop Central
After applying build 9109, the Jump To Desktop Central integration doesn't work. it just brings me back to SDP.
Deleting a copy of a service template
I recently created a new service template and made a copy of that template. I cannot locate the template with my admin account to delete it since it is no longer needed. I can see the template with my test account that is a basic user, but not my admin account which should be able to see everything. Any ideas on how to find this so I can delete it?
SPAM FILTERS
As soon as I use more than one name with the "sender is not contain" filter, all incoming mails are droppped. If i use only one, it works. I have free edition.
Logfile for Active Directory Import
is there any logfile available for active Directory Import? We have Problems to Import some users, but cant find the issue. Thank you.
Blank Subjects
It seems Service Desk is randomly removing subjects from messages / tickets and just leaving the ticket number. Has anyone else experienced this behaviour? Thanks
Ad Import
Hi Some user of AD don,t import to client. I try to adjust de AD information but doesn't wornking. The error in the event log shows"java.lang.NullPointerException". Anyone can helpme? Regars.
ManageEngine ServiceDesk SQL Migration - Lost Search Functionality
Hey guys, Recently I migrated our ManageEngine ServiceDesk application from Server 2003 to Server 2012. Included in this migration was a SQL server update. Everything went smoothly however since the update, ServiceDesk won't search for requests that were logged prior to the migration date. Is there a way to reindex this search feature? Regards, Craig.
Technicians tab is taking too long to open
Hello, We installed ManageEngine ServiceDesk Plus 3 years ago and everything went well until three months ago we faced a crash for the software and the backup didn't go well as we expected, but we were lucky to have an SQL Guru who manage to rebuild the system from the SQL it self, but after a while we noticed that when we want to edit, add or delete any technician it will take long long long time to open the technicians tab. we use to have 75 technicians and recently we increased the number to 85.
Initial Administrator password incorrect
Hi, I have just installed ServiceDesk Plus to try before we buy (we are looking to move from another product to something better) but after install I cannot log in using the default administrator password shown on the site (username: administrator, password: administrator) - I get the error "Username or Password is Incorrect X". I have not set anything as the admin password during setup. The same is true for the "Guest" account (username: Guest, Password: guest"). Is this a known issue? I've searched
Assessing Site is being used by a module. Hence cannot delete it.
I need to change my sites after a AD Import which had teh site field filled in with department names unfortunately several items were associated with teh department names under sites.. jhow do I correct this
Fix app icon function
How do you repair the icons? At this point the icons do nothing, but sit there. Clicking on them opens an admin prompt window and then nothing. I have to go through the command prompt to get the app to launch.
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