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Re : You can not create a request for this user

October 5, 2014, 8:35 am
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Dear Kris,

This will not cause an issue, I request you to provide me the below details which will help me to assist you better.

1. Go to Admin --> Requesters and select the requester for whom servicedesk was showing an error while creating request, send me the screenshot of the detail view such as below for analysis.



2. Similarly go to Admin --> Technicians and select the technician with whose login you got the error and edit his account, send me the screenshot of the sites and groups associated to him for analysis.



Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Error after restoring to new server

October 5, 2014, 9:44 pm
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Hi Mark,

Kindly follow the steps given below and let me know the status of the issue.

1. Open command with elevated permission, browse to Manageengine\Servicedesk\bin folder and execute run.bat

2. Wait until all the containers are STARTED and CREATED and you are shown a message to connect to http://localhost

3. Press CTRL+C by pointing the cursor on the command prompt and when you are back to bin folder with a blinking cursor, try to start the service once again.

4. If it fails again, go to Manageengine\Servicedesk\bin and send us the file that says wrapper.log for analysis.

Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Support Group Email

October 6, 2014, 4:54 am
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Jeff,

Create 2 email box for network and development group in Exchange. You can use the option forward a copy of an email to Servicedesk@helpdesk.com. Add the Email address of the group under Admin-->Support Group.

Sending email to network@helpdesk.com will automatically set the group.

Thanks & Regards,
Priya Kumar

SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Page Loading Slow

October 6, 2014, 4:57 am
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Hi,

Send me the following details when this issue occurs.

Execute the URL in the a new tab in the browser after logging in as as administrator to the application ASAP before the application goes down. No output will be displayed. This will auto take thread dump when there is  out of memory/ high CPU Usage

     http://servername:portnumber/PerformanceSchedule.do?performancemonitoring=true

Example:      http://localhost:8080/PerformanceSchedule.do?performancemonitoring=true

Execute the URL in the a new tab in the browser when the application responds slow or when you receive No Managed Connection error in the browser.

http://servername:port/jsp/ThreadDump.jsp

Example: http://localhost:8080/jsp/ThreadDump.jsp


 Execute mssqllockstatics.bat from SDP-home/bin if Servicedesk Database is MSSQL (When SDP is slow)

Send me the zip of log folder from SDP-home/server/default/log (Before restarting SDP application)

 Data count,Support file and Schedule activities list from Support tab (After restarting the SDP application)

wrapper.log from SDP-home/bin folder


Thanks & Regards,
Priya Kumar

SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Business Rule Technican Auto Assign For Site Don't Work

October 6, 2014, 5:45 am
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Finally, i found the solution!

My default request template doesn't contains "Technician" field.
I add this field and it works now!

Thanks for reply
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Re : Can't scan windows 8.1 machines

October 6, 2014, 9:19 am
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Hi Santhosh,
   I cannot ping the machine, so this seems that it is a windows 8.1 issue.  As part of my troubleshooting I have disabled the windows firewall and am still unable to scan or ping.  I am trying to keep my environment agentless if possible.  do you have any tips for resolving this? 
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Re : VNC Viewer setup

October 6, 2014, 1:30 pm
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Hi,

I have the same problem.
Unable to run the VNC application.

testing:
Path, vnc installer on the client computer and server servicedesk .
Vnc Version : 1.1.9.3 ultra vnc
Install Java Runtime latest version
Install latest version NetFramework
Browsers , internet explorer 10 32.0 mozilla , chrome 37.0
disable Firewall
Uninstalling ServiceDesk Agent
It is not possible run remote desktop from the ServiceDesk application


Testing with Windows 7 and Windows Profional Pro 8.1 , is not accessible with VNC.
Is only accessible to the agent ServiceDesk

My client has installed ServiceDesk Plus 9022

 I'll open a case

Regards

Rubén
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Re : Error after restoring to new server

October 6, 2014, 1:56 pm
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I was able to access the servicedesk app/site after I ran run.bat, then killed it and tried starting the service without luck.  The error that popped up when trying to start the service was:

Windows could not start the ManageEngine ServiceDesk Plus on Local Computer.  For more information, review the System Event Log.  If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 1.

I have emailed wrapper.log to you per your request.  Thank you for your help,

-Mark

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Re : Can't scan windows 8.1 machines

October 6, 2014, 2:54 pm
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Hi Matt,

If the Ping fails, then the Server cannot communicate with the client machine as the first step is pinging the machine to see if it is reachable.

In this case, you can try with script scanning, where you can deploy script on the target machine and then run the same. The script will push the data to ServiceDesk Server.

To know the procedure for the same, you can go to Quick Actions->Stand Alone Audit, once here you will have the VBS file and the script that needs to be executed. Use the same and this will scan the machine and push the data to the server.

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Error after restoring to new server

October 6, 2014, 5:07 pm
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Hi Mark,

Thanks for the update. I saw the request and in which my colleague has corrected the wrapper.conf file and sent it to you. Kindly let us know whether after you replaced in [Manageengine-Home]\server\default\conf  the issue was resolved or you still have the problem.

Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Error after restoring to new server

October 6, 2014, 8:32 pm
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Awesome, that did it, thanks guys!
-Mark
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Re : ServiceDesk Plus - Notifications Stop Working

October 7, 2014, 8:38 am
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We are still on 9.0 build 9018. I am reading the release notes up to 9.0 Build 9022 and don't see this as addressed.  Is there an ETA yet?

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Re : VNC Viewer setup

October 7, 2014, 9:47 am
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Hi Ruben,

If you have raised a support request for this forum, also update us with this forum link along with the version of Java you are using.

To check the java version, execute java -version on the command prompt from your server machine under [ServiceDesk Home\Jre\Bin].

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Best Upgrade Path

October 7, 2014, 1:05 pm
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Hello,

I'm looking to see what is the best path to get my SDP version to the latest version. We are currently Sitting at 8.1.0 Build 8116.

Is there anything major that changes or is there anything i need to be worried about.

Also are there any ppm or updates that i can skip over to make this a little quicker.

Also I See that Java 6 is still baked inside the tool, Went is Java 7 going to be added to this?

Thanks
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Re : Discrepancy in Assets Used and License

October 7, 2014, 1:40 pm
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Hi Kevin,

Thank you for sharing us the screen shot.

The license count that says 739 is the total number of assets that were added under the IT Asset section. This will include Assets that were successfully scanned or manually added.

When the Assets are scanned into the system or added manually into the system, they will get added as In Store state. So when we need to associate the Assets to the Users, then we need to change them to In Use. So the count 656 is when you manage the assets that came in.

So both the count's are different and they are not the same. Please check this out and get back to us for further assistance.

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Stop Timer Still works for Custom Status?

October 7, 2014, 2:05 pm
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Hi Gvarillas,

As of now we do not treat the custom On Hold status the same way as the default ones. So that is the reason the behavior is not the same. However we have plans to work on the same and fix it in one of our hotfix. Please make a note of the Feature ID:SDF-47818 for your reference.

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : ServiceDesk Plus - Notifications Stop Working

October 7, 2014, 9:17 pm
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Jason,

Sender does not contain parameter with multiple values in Junk filter issue is yet to be addressed. We will let you know once this issue gets fixed.

Thanks & Regards,
Priya Kumar

SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Value '0' Set to Incident Additional Fields, Causing Request Closing Rules to Fail

October 8, 2014, 1:52 am
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We are finding a value '0' is set to some request fields, and this makes the request closing rules to fail.

Out of 1000+ requests, only a handful of them seems behaving this way.

By looking at the history of the request, the value '0' is given before a user manually assign a value.

Our requests are created via web and email, and only emailed requests are affected so far.

As far as I know, only three request fields are affected and common to those fields are: 1) Incident Additinal Text Fields having type PickList, 2) default value is not set, and 3) defined mandatory upon closing requests.

All requests are created before existing ServiceDesk Plus server log, and I am clueless what else to look for.

Recently, I upgraded our SDP to build 9016 from 8217 and the problem still persists.

Any idea to troubleshoot the issue is appreciated.

Thank you.

Yuko

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Re : Value '0' Set to Incident Additional Fields, Causing Request Closing Rules to Fail

October 8, 2014, 4:27 am
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Yuko,

Please provide us the screen-shots to understand the issue better.

Also send your contact details to support@servicedeskplus.com  In your email, mention the request id 7136169.

Prem M
ServiceDesk Plus Support
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Re : SLA Escalations not working

October 8, 2014, 4:49 am
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Hi Stuart,

I apologize for the delay.

Please go to the support tab in ServiceDesk Plus > ServiceDesk applications status check and click on Scheduled Activities. It will show the list of Schedules running in ServiceDesk Plus, check for 'SLAEscalationSchedule ', check if it's status is enabled.

Prem M
ServiceDesk Plus Support
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