SSL-related
Customize password reset email
Steps to customize the email sent for resetting the password of a technician or requester Follow the below steps to customize the password reset link email content: 1. Admin -> Settings -> General settings -> translations 2. In the search bar enter ...
Unable to start the application due to Pgsql privilege issue
ISSUE: Application does not start via both services and command prompt. ERROR TRACE: Serverout: [16:26:36:443]|[05-10-2023]|[com.adventnet.db.adapter.postgres.PostgresDBAdapter]|[SEVERE]|[27]: Exception occurred while obtaining mode of the database| ...
Application Startup Issue : Failed to format system error message (Error: 1813)
Issue : Able to start the application from Command Prompt and not from Services.msc. Worked fine with PGSQL but issue occurs after changing to MSSQL database Error Trace in Wrapper file :-1: Failed to format system error message (Error: 1813) ...
Port occupied.
If the port is already occupied (as in the screenshot), prompt as in below message will appear. Case 1: If the application is running in the services and you try to start the application in CMD as well this error occurs ,if the application is started ...
Application startup issue due to mismatch in java
A startup issue after the upgrade to the version 14.3 Error message: "Application startup halted due to mismatch in java". Issue: After a JRE upgrade, typically, if the "jre_old" folder exists, it will be deleted. Then, the "jre" folder will be ...
Linux console commands
Linux console commands *. To Install from console mode : - Download bin - Execute the command to make the bin executable - chmod 755 ManageEngine_ServiceDeskPlus_MSP_64bit.bin ( Color of the bin will get changed to green I.e Executable mode ) - ...
Steps involved in executing a Telnet
Telnet is an application used to connect to a remote host's command line terminal interface. It was traditionally utilized by network and system administrators for administering network devices. However, telnet has become obsolete for remote ...
How to apply fjar ?
Fjar file Fjar file is a jar file that might contain fix/workaround for the issue or might have some debug traces which will be needed by the development team for debugging purposes. How to apply? 1. Download the .fjar file 2. Place it in the fixes ...
How to generate console logs
Kindly right click on the screen , go to inspect >> console. Clear the console and try to recreate the issue . Once the recreation is done. Share the console screenshot .
When and How to Generate HAR file?
What is HAR File? It's short for HTTP Archive- used for troubleshooting web console issues, identifying performance issues and page rendering problems. HAR log should be collected from the machine from which you are trying to connect to the web ...
How to move the application folder from one drive to another?
Use case When changing the location of the application folders you might want to reconfigure the services.msc to start the desired instance. For Example from C Drive to D Drive. Steps 1. Stop the application: -> Stop the application services from ...
Criteria for User Account overwrite in Active Directory User Imports
While performing a user import from Active Directory, Criteria 1: ObjectGUID - If the ObjectGUID of a user account in ServiceDesk Plus MSP matches with the user account in Active Directory, then the record in ServiceDesk Plus MSP will be ...
How to migrate data from SDP to SDP MSP.
Below are the only details which can be exported from SDP and imported to SDP MSP application. 1) You can export request data from ServiceDesk Plus (SDP) using XLS format. Requests -> Goto Admin -> Reports -> New custom report -> Tabular reports -> ...
Set User Timezone Globally for both Requester and Technician
Kindly follow the Steps below to set common time zone for all user profile Note : We strongly recommend to take a backup before executing any update query. * Run the below query to fetch the current time zones available under Servicedeskplus-MSP. ( ...
"invalid color code:undefined" error in chrome browser
This is possible because some extensions in the browser are interfering with the application. Open an incognito window. Disable all the browser extensions and check if that fixes the issue. Then, try enabling the extensions one by one until the issue ...
Linux - Startup issue
System Halted error message during startup (Fresh installation) Error Trace : [16:36:59:243]|[04-15-2021]|[com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer]|[INFO]|[1]: ErrorStream ::: /opt/MSP/ServiceDeskPlus-MSP/pgsql/bin/psql: error ...
Startup issue in Linux after fresh installation_Error code 10001
In certain scenario, the application cannot be started just after the fresh install. Below are the error traces, [06:24:57:427]|[10-11-2021]|[pglog]|[INFO]|[18]: -sh: 1: /root/ManageEngine/ServiceDeskPlus-MSP/pgsql/bin/pg_ctl: Permission denied| ...
Low Disk Issues on ServiceDeskPlus-MSP Server
In any IT organization, running business applications contribute to constant data growth on the application installed drive. Data management is much essential in the longer run, to avoid low disk space issues. Please be informed that the below ...
Subject Alternative Name missing Error under Browser (SAN Missing)
Error : Solution: Please find below the commands that can be used to create the keystore and corresponding CSR request with SAN included: Keystore creation: keytool -genkey -alias <your_alias_name> or [Domain Name] -keyalg RSA -keysize 2048 -sigalg ...
Application startup issue with Windows Services
Upon starting the application from Windows Services (from the windows server), if you receive an error like "Error2: The system cannot find the file specified", please follow the below steps to fix the issue: ** Right-click on the ManageEngine ...
Migration from Windows to Linux Server
The following instructions will help you migrate the ServiceDesk Plus MSP from Windows to Linux Server 1. Take a trimmed backup using the commands below, cmd> cd [ServiceDesk msp-Home]\bin cmd> backupdata.bat --trimmed The backup will now be created ...
Ubuntu 18.04 LTS - Start as service issue
After following the steps for running the application as service in linux the following errors may occur to start the service. Aug 17 06:56:07 ip-172-31-14-254 systemd[1]: Started ServiceDesk. Aug 17 06:56:07 ip-172-31-14-254 systemd[14138]: ...
Deleting Temp folder in SDP-MSP
1. Please stop the services of the application. 2. Rename the temp folder to old_temp 3. Restart the services of the application which will create a new temp folder in the same location. 4. Monitor the application, if they do not face any issues. ...
How to install .pfx certificate manually in ServiceDesk Plus MSP version 10.5 and above
The below steps are applicable for version 10.5 and above. For .pfx certificate installation in version 9427 and below, follow the steps here. NOTE: Please take a server snapshot before following the steps given below A PKCS12 (.pfx) certificate ...
SSL-Installing Certificates Manually (not through UI) in 10500 and above
Please refer the below mentioned, only if you have issue installing the certs through application UI. Once you are ready with the Keystore and CSR (Certificate Signing Request) file, follow the below mentioned: Download the certificate files received ...
How do I host ServiceDesk Plus MSP on the internet?
In order to make ServiceDeskPlus – MSP available for users in Internet, let us assume the following scenarios. Scenario 1: ServiceDesk Plus – MSP is installed in LAN and should be available in LAN and WAN: Assume ServiceDesk Plus – MSP is installed ...
How to move the application to another server when you have a MSSQL Database ?
1. Since you have MSSQL database, take a .BAK backup from the existing SQL server and restore the data on to the new SQL server in the SQL Studio. Follow the regular steps of restoring Microsoft database. 2. On your new server, Install the 64 bit ...
How do I install SSL certificate for ServiceDeskPlus-MSP?
Introduction ServiceDesk Plus - MSP can run as a HTTPS service. But it requires a SSL (Secure Socket Layer) Certificate signed by a valid Certificate Authority (CA). By default, on a first-time start-up, it creates a self-signed certificate. This ...
Adding AMS License to SDP MSP application
This KB article guides you in applying the AMS License file to the SDP MSP application. Step 1: Login to the SDP MSP application as an administrator. Step 2: Click the Help (?) icon at the top right corner. Step 3: Once you click the Help icon, there ...
Increase/decrease Log Count
It is possible to increase/decrease the log files count, however increasing the files will have an impact on the performance of the application. Also it is not recommended to increase the count more than 30. The serverout count can be decreased in ...
How to enable FINE logs
FINE logs helps in fine tuning the traces to narrow down the issue further, which helps in providing faster resolutions. Please follow the below mentioned to enable the FINE Logs : 1. Go to the Community Tab, it's the last tab in the UI with ...
SCP, SDP and MSP Differences
Though ManageEngine has multiple HelpDesk applications, they are developed and targeted for Different markets. Here are few cases to understand the difference between them. HelpDesk Applications in ManageEngine (ME) are as follows : 1. SupportCenter ...
Migrate from 32-bit to 64-bit installation
Following are the steps to migrate from 32-bit to 64-bit installation. Before you start, click stop fetching under Admin->Mail Server Settings->Incoming in your existing instance. So that the mails in the servicedesk mailbox will be fetched directly ...
Linux to Windows server migration
The following instructions will help you migrate the ServiceDesk Plus MSP from Windows to Linux Server 1. Goto the installation folder. [The default installation folder is Drive:/AdventNet/ME/ServiceDesk/. The installation folder will now be referred ...
How to stop Mail fetching before starting the application services ?
Use case: When you restore the data in your test environment or trying to migrate to a new server, once the restore is done, the application if started will have emails being fetched in the new server/Test server which you would not wish to. Hence ...
How do I move ServiceDeskPlus – MSP from one server to another server?
Following are the steps to move data from the existing server to a new server. Before you start, click stop fetching under Admin->Mail Server Settings->Incoming in your existing instance. So that the mails in the servicedesk mailbox will be fetched ...
How to use Wireshark to capture and inspect network trace
Wireshark, a network analysis tool captures packets in real time and displays them in human-readable format. Wireshark includes filters, colour-coding and other features that let you dig deep into network traffic and inspect individual packets. This ...
How to install SSL certificate of .PFX format for 9.4 builds
Installing .PFX Certificate .PFX is an extension for security certificate. It defines a file format that stores private keys (generated by your server at the time the CSR was generated) and public key certificate (your SSL Certificate provided by ...
Timezone issue
For time zones which are wrongly showing, and for DST issues make use of the jar file. Download the attached zip file and extract the jar file. Login to the application server machine, and follow the steps below to resolve the issue, ...
HTTP to HTTPS Redirection
Kindly follow the steps given below to set up the redirection from HTTP to HTTPS. Applicable for versions 9.4 & 10.5: Restart of the MSP service is required after making changes, so please plan accordingly. 1. Navigate to the ...
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