Error Installing ManageEngine ServiceDesk Plus on Windows Server 2012 R2
I am trying to install ManageEngine ServiceDesk Plus (MESDP) on my MS Windows Server 2012 R2 Std and in the final steps of the installation never finish installing. It only shows an image of the module that starts the MESDP server processes. At the end it only displays the following text "Application Layer Started ........................................... ", without ever finishing the start operation of those processes. Check the Services module in the Control Panel (Administrative Tools) of my
modify attachments
Users would like a way to see a list of the attachments and modify the contents of an attachment in ServiceDesk. (similar to a folder).
Newly created OU is not reflected in SDP requester import window
Dear all, We've recently (last week) created an OU for a new team, however we are not able to find that OU in the import from active directory functionality. Any ideas why? Kind regards, JS
Create a Problem from an Incident and then Create a Change from a Problem
I need to be able to Create a Problem from an Incident and then Create a Change from a Problem. They would use the same information from the Request to fill in such as category, Priorities, etc... as the ticket is escalated through the process. Additional information is then manually filled in as needed for the Problem or Change. Then in reverse the tickets are closed with the request closed once the change or problem was accepted.
ServiceDesk Plus Performance
Hi, sometimes when I login or when I use ServiceDesk Plus the application freeze for 10-15 seconds, in general the application is faster. We are using the application only for 2-3 person for testing. The VM is 4CPU and 4Gb of Ram. What can it be? Regards.
Access to Projects as ReadOnly users
I woul like to define ReadOnly users to be able to access the projet area. Is it possible? how? Tks for your feedback
Remove Administrator from Technician
Is it possible to remove Administrator from Technician but leave it the Administration role? It's the unique local user of my ServiceDesk, the other users are synchronized by Active Directory.
all admin accounts losing privileges
Hi.. i was modify and organize the setting of ServiceDesk plus by delete and modify some sites and departments and users .... but after that we lose all admin users privileges , they can't access as SdAdmins or SiteAdmin just they can see only 3 taps as the normal requester !!!!!! the problem the local administrator also lose his admin privilege, he access like normal requester taps i try to restore the previews backup but unfortunately the modification happened before 2 week and oldest backup before
Notification Bell stop working after upgrade
The notification bell for technicians stop working after upgrade. The notification are enabled in database.
Cannot connect to Cisco IP Phone
Hei, I get a "Cannot connect to Cisco IP Phone" error message while scanning Windows servrer. Does someone know why?
Auto close in case of Mgr rejection.
Hi, Is there any way to configure particular service requests to change the request status automatically to be closed in case of approval request answer is "Denied"? Thanks, Amr
Record Immutable
When defining numerous networks, after the 6th network, I receive the error " FAILURE :Row is immutable. Cannot modify it's contents." This happens regardless if your database backend is MSSQL, PGSQL
Request Template - Update Description
Hi, We have successfully configured SD+ to pull emails from a mailbox. From here, we want to use templates to add to the description to steer our analysts into collecting the appropriate information. When we change the template we are given the message box : Do you want to overwrite the existing request field values with the template values? From here we select - yes for all field values. All the fields update as expected, but the description remains unchanged. Perfect world, I would like the
Request Creation through EMail not working.
Hello Team, We have problem with fetching emails. when we click on start fetch emails, showing fetching status as running for some time and suddenly got stopped. I tried sending test emails to the incoming mail id, but request is not getting created. Please advice us on this. Below are the mail server settings.
Error registering new license
Hi, We are using the forever free Standard Edition of Service Desk Plus and today are encountering the following issue when we try to access it: 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
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86)
org.apache.jsp.calendar.Calendar_jsp._jspService(Calendar_jsp.java:604)
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:178)
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)
Double approval block
Hi everyone, I have a problem when I want to have a dual approval in the ticket until version 9305 worked, but now 9307 does not go anymore. Can you help me solve this problem? I've also updated to version 9311, but always the same. Thanks so much
Does a Project Admin have to be a Technician in SDP to login and view a project?
In project we have assinged project admins and members... Do we have to add them as a technician in Service Desk Pro in order to actually do work on a project?
Search Facility
Is anyone else having issues with the search facility, in previous versions, you could search easily on ID, name, key words etc, now it is very specific and searching is extremely difficult, to look for tickets as well as solutions. current build 9.3 Build 9311.
SLA Notification
I have configured our system to generate notifications when SLA's are about to be violdated. My question is why can't I send the notification to a support group. It really is kind of dumb to only be able to email one technician. If that technician/manager is on vacation then no one will get the notification. Is there a way to use a support group for the notification? It would be extremely helpful. Or if there is some other work around that would be good to know.
Java Config File Settings
Is there information available how to adjust memory and other settings in ServiceDesk Plus Java Config file?
Longer than normal service requests
Has anyone else been experiencing longer than normal response for service requests? I attempted a phone call last week and waited about 15 minutes to talk with someone. They were not able to help me and stated they would open a ticket and get back with me but never did. I then opened a ticket for service yesterday morning and have received nothing but the automated response. Response times used to be within 24 hours yet the past few requests have been quite long. Anyone else experiencing this?
Error : Workstation audit failed. Could not identify the cause.
Dear sir, Yesterday I have upgraded 9.2(Build 9226) to 9.3(Build 9311) after that i am doing Manual pc scan but some errors came.please check below Error. Error : Workstation audit failed. Could not identify the cause. please help. Thanks Viraj Potnis
Is it possible to change Status from Resolved to Closed in bulk?
When we went live our automated ticket closing was not enabled. Is it possible to retroactively change Resolved tickets to Closed in bulk?
App Asset Barcode Scanning
Hello, Can I please get an update as to when there will be an Asset Barcode Scan feature in your ServiceDesk IOS app? I am in the final process of purchasing your product but without this feature set its a deal breaker. Thanks, Lyle
Unable to close incidents as values are not available for the mandatory fields as defined in the Request Closing Rules
Hi. How can I close all attached incidents from the Problem. The incidents rules of the closing "Resolution" field is mandatory. If I have 100+ incidents enter the resolution too hard, but disable this mandatory is impossible. thanks
Adding a new software manufacturer
Hi All, I have a fairly straight forward newby question. How do you add software manufacturer's? I'm trying to add a new license and the manufacturer is not in the list. Regards Dave
Interrogation scripts
Hello, We have been searching for the following. Is it possible to add to a request interrogation scripts / Questionnaires? We have adjust the templates but we have put the interrogation scripts / Questionnaires in the description but when changing the templates this will not be updated. So is it possible to add interrogation scripts / Questionnaires to a request? With regards.
Servicedesk Plus Professional - should be able to split it by department
Last year Sir. Nirmal K. Manoharan came in to Brazil and gave me some great news. " at the first semester of 2017 SDP would be albe to segregate it's access by department. Evoluating to a CRM that could be spreaded to sereveral departments other than IT department. " So far, I'm not able to see that roadmap becoming true. What now ME, is that will still happen ?
Please update status of SD-63897
Dear Sir, Please update SD-63897 Status? Thanks Viraj Potnis
Stopping Duplicated Tickets
Hello, Is there a way ServiceDesk plus can stop duplicated tickets (auto delete a copy) Thank you
Apple APP doesn't works after upgrade to 9.3
Hi Can't login to Apple application after upgrade to 9.3 Can't see Domain available only Local Authentication and ShowAllDomains We use url https://SDPserver:443 Dmitry
Technician is not under the template scope for operation - REST API
Hi all, I encounter below error when running my script in the customer environment. [15:05:06:586]|[06-14-2017]|[com.manageengine.servicedesk.sdpapi.util.SDPAPIUtil]|[SEVERE]|[67085]|: Sending response - status - Failed - message - Error when adding request details - Technician is not under the template scope for operation - ADD_REQUEST Note: I tested the script in my working environment and it is working fine, no issues at all... The customer site is using manageengine service desk version 9.2
Disable automatically hidden or locked conversations for requester
Hello Could you please tell me how turn off "automatically hidden or locked conversations for requester" If someone reply (CC) for request, then requester cannot see this conversation. If it possibe to turn off this for everyone ? - please find attachment below sdp.png. where can i change this. My SDP version: 9309 Regards Lukas
SDP MSSQL Log is too large, can delete it ?
SDP: two server, one is service server. The other is DB server. There is one log on DB server which is too large, about 80G. DB is only 20G path log name: servicedesk0524_log.ldf If the log is deleted, is the service nomal? Thanks!
Problem Importing 1 Requester from AD
I'm trying to import one requester from Active Directory. When I import him by username, the result window shows: Total Requesters in Active Directory - 1 Added Records - 0 Overwritten Records - 1 Failed Records - 0 However, when I search for that username in the Requesters list, no results are found. He's also not listed under Technicians. He was once a technician, now a regular requester. I did try to manually create his account, but I receive an error that a person with that username already
Add Stage Two Approval Details
Dear all, Would like to add Stage Two approval. But I cannot see any option for doing this. Optionally, can we have more that two approvers per stage (like for Stage One)? Seems currently this is not possible. Any guidance will be appreciated. Regards, Davis Onsakia NB: Check attached a snapshot of stage one approval and cannot go to stage two approval.
When a user put in an invaild email address into the email id's to notified field
This causes the ticket to not be resolved by one of my techs. I also can not delete the invalid email address even though I am the administrator. How can I fix this?
Report on open requests by age
Hello, I am looking for some help creating or modifying a report that will show all requests that are not closed or resolved , sorted into three groups: >/=30 (but <60) days old, >/= 60 (but <90) days old, and >/=90 days old. This report will need to run every week, preferably automatically without needing to re-edit the report every week to change the date ranges. Only the request ID, technician, status, date opened, time of last update and request title fields are necessary to display for each
Edit muliple workstations
Dear support, I would like to have a feature to edit multiple workstations at one time. Like the feature to edit multiple requests. This option isn't available yet. When we buy new workstations they will be scanned automatically. Some fields will be filled in automatically others stay empty like cost, Acquisition Date, warranty expiry Date. When u sort the new bought assets it would be great to mark them and edit those fields for all selected workstations at one time. Thanks, Jordi
9311 vs Chrome
Since upgrading to build 9311, Chrome will no longer work with SDP. I have to use IE or IEtab for the site to even render. This initially was happening as part of the 9310 SSO issue but as 9311 was supposed to fix this issue, it seems odd that it not only didn't fix SSO, it caused the site to not render as well. I've since rolled back our production SDP box to 9309 and kept my test SPD box on 9311 to try and troubleshoot. Anyone else having issues? Sean
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