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Unable to change webport

April 14, 2016, 1:53 pm
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Hello, 

We have successfully reinstalled ServiceDesk Plus on windows 2012 with MS SQL server database configured. Trying to configure SSL certificate and in this process it is required to change the web port to secured and 443. 

When I try to execute \bin\changeWebServerPort.bat 443 https  from command prompt, below is the error thrown. 

Exception while forming the url: null and getting the stream. C:\..server\default\conf\buildinfo.xml <The system cannot find the path specified>
java.io.FilenotFoundException C:\..server\default\conf\buildinfo.xml <The system cannot find the path specified>

Can someone please help, the SSL certificate is already been copied in this path  C:\ManageEngine\ServiceDesk\server\default\conf 

Thank you,
Usha
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Re : How to change site for existing technicians?

April 14, 2016, 10:29 pm
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Rename the atatched 1.jar.zip to 1.jar and place it under  SDP-home/server/default/lib

Thanks and Regards,
Priya Kumar


SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Software Totals Incorrect

April 15, 2016, 12:07 am
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Hi,

I request you to kindly follow the steps given below and then check for the status of the issue. 

1. Access the below URL on the browser where Servicedesk is accessed with an admin credential, replace the server name with the name of the server where the application is installed and the port number in which you access it. 


2. Accessing above URL may cause more load on the application and could cause slowness in the performance of the application, hence I recommend to execute the link when the application is used less(preferably after office hours). 

3. Choose ‘All Software’ corresponding to ‘Calculate compliance for’ and click on Update Compliance, wait until the process gets completed. 

Check for the status of the issue and let me know if you still have the same problem.

Regards
Charles
Support Team
Servicedesk Plus
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Re : Technician Notifications: New Request

April 15, 2016, 12:39 am
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Hi Josh,

Kindly let me know how are the requests created in Servicedesk, whether they are created through email or through webform and you are not receiving an email notification or are you creating the request on behalf of the requester. 

If it is the second case, that is, you are creating the requests for the requesters then you will not receive an email notification, this is due to the feature called ‘Intelligent Notification’ which is enabled by default. This feature will not allow the application to send notification if the technician creates the request himself on behalf of another requester. 


Regards
Charles
Support Team
Servicedesk Plus
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Re : Auto Suggest Solution Not Displaying Correctly

April 15, 2016, 12:48 am
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Hi Santosh,

That is correct I am using the Standard Edition of ServiceDesk Plus.

Thanks
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Re : OPERATION text prefixing e-mail notifications

April 15, 2016, 2:42 am
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Hi Sergio / Sebastien,

      Our engineering team has prioritized this issue to be fixed in a service pack which is due next month however we do not have a concrete date for the release since we are still working on it. Tentatively we expect the fix to be released on the first week of May. 

Prem M
ServiceDesk Plus Support
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Re : Windows Authentication Required Window Started to Show Up

April 15, 2016, 3:26 am
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Please share us the jespa.log files from SDP-home/server/log folder. We also need a screen shot of SSO configuration under Admin -->Active Directory. This will help us to analyze this issue.

Thanks and Regards,
Priya Kumar

SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Software counts

April 15, 2016, 4:09 am
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Hi,

May I get some screen shots of this issue so that we can analyze it.

Thanks and Regards,
Priya Kumar

SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : Resolution edition error

April 15, 2016, 5:59 am
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Hi,

Just to make sure that this is not an application cache issue I would request you to follow the steps below,

- > Please  stop the service of the application and close the browser window

- > Go to the place the application server and then Manageengine ->ServiceDesk - > Applications

- > You will find a folder called Extracted

- > Please Rename the folder as Extracted.Old

- > Under ServiceDesk folder you will find  folders called Reports and Patch

- > Please rename it as reports.old and Patch.old

-> Make sure that the cache and cookies are cleared in the browser

- > Start the service of the application and Use it.

Thanks and Regards,
Priya Kumar

SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : ServiceDesk Plus will not load / start

April 15, 2016, 6:15 am
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in my case is different.
after update for version 9209 the aplication is running but in the server is in this way.

application layer started...........issue..



The log wrapper is normal.

STATUS | wrapper  | 2016/04/15 09:56:55 | ManageEngine ServiceDesk Plus started.
INFO   | jvm 1    | 2016/04/15 09:58:07 | ServerContainer                                   [CREATED]
INFO   | jvm 1    | 2016/04/15 09:58:10 | AdventNetCC                                       [CREATED]
INFO   | jvm 1    | 2016/04/15 09:58:14 | SQLOne Search                                     [CREATED]
INFO   | jvm 1    | 2016/04/15 10:00:16 | AdventNetServiceDesk                              [CREATED]
INFO   | jvm 1    | 2016/04/15 10:00:21 | ServerContainer                                   [STARTED]
INFO   | jvm 1    | 2016/04/15 10:00:21 | AdventNetCC                                       [STARTED]
INFO   | jvm 1    | 2016/04/15 10:00:25 | SQLOne Search                                     [STARTED]
INFO   | jvm 1    | 2016/04/15 10:00:47 | UpdateManager conf file does not exists
INFO   | jvm 1    | 2016/04/15 10:00:47 | UpdateManager conf file does not exists
INFO   | jvm 1    | 2016/04/15 10:01:22 | AdventNetServiceDesk                              [STARTED]
INFO   | jvm 1    | 2016/04/15 10:01:22 | 
INFO   | jvm 1    | 2016/04/15 10:01:22 | Server Started.
INFO   | jvm 1    | 2016/04/15 10:01:22 | Please connect your client at http://localhost:8080

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Re : ServiceDesk Plus will not load / start

April 15, 2016, 6:39 am
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Ivo RM Jr, 

Could you please restart the server once and check whether it fixes the issue. If it doesn't, then please go to services >> Log on tab >> uncheck  "Allow service to interact with the desktop".

Jai Anand K
ServiceDesk Plus
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Re : ServiceDesk Plus will not load / start

April 15, 2016, 7:01 am
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Hi Anand,

Restart the service did not fix my problem. See image.



But uncheck  "Allow service to interact with the desktop" is good solution.

Ivo RM Jr
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Re : Replying to work order fails

April 15, 2016, 7:17 am
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This has not been updated in a while. I'll do that now. I've learned that my firewall is stopping all .gz files from being sent so I've been uploading all of them via the upload utility, but you still seem to not be getting some of my emails.  The last few you didn't so I'll respond to them here.  To keep it relevant for everyone else reading I'll include what I am responding about:

--------------


Hi Steve,


Problem with EmailCC mail address have '<', '>' symbol  like this HelpDesk<help@xxx.com>.

Please check whether the request email cc address have '<', '>' symbol in it or not.

If issue occur, even though the EmailCC mail address not have this symbol, then we look into the issue in Remote session.

Please update the status.

Thanks,

Sen


-----------------


Good Morning,


I’ve had trouble with my email not going to you in past so I just wanted to follow up and make sure you got my response in regards to this issue.  Also It has been happening more frequently again. I can’t put my finger on why it is worse some days then other days.  I do not know and can’t figure it out but the system has been acting up a lot lately.  We have had other issues as well but I hesitate to open tickets for them until we sort this out for fear of muddying the waters.


My Previous Response:

“In the majority of our instances when this issue occurs there is no value in the CC field at all.  If someone is using the < > in that field that would be news to me.  It is auto generated through the autocomplete intellisense.  I know when I have had it happen to me I have not had any < > in the field at all.


You are more than welcome to connect and do a session again. It is not easily reproducible at this point so it is not always easy to predict when it will happen to have you connected at the time of failure.”

-Steve




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Can't scan now 64bits machine

April 15, 2016, 8:47 am
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Hey,

I opened port 9000 on my network to force scan machines with asset explorer agent, 32 bits works but 64 does not.

I noticed on all my 64 bit machines, we do not have the registry entries : HKLM/software/zoho corp/ 

It does not exist...
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Re : Software counts

April 15, 2016, 11:40 am
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Re : Software counts

April 15, 2016, 1:05 pm
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same issue here!

SDP 9.2 Build 9207 PostgreSQL

we are about to report figures, I need a solution

many thanks for your help in advance

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Missing Description box on Default Incident Template

April 15, 2016, 2:10 pm
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Re : How to change site for existing technicians?

April 14, 2016, 10:29 pm
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Rename the atatched 1.jar.zip to 1.jar and place it under  SDP-home/server/default/lib

Thanks and Regards,
Priya Kumar


SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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problems after update 9207

April 16, 2016, 12:22 pm
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1. Randomly overlapping fields in incident requests. It happens in all browsers. Can be cleared when refreshing the page.

2. When a user tries to open an attachment on the ApprovalLink page he is not allowed to do so.
The given error:

"HTTP Status 403 - Access to the requested resource has been denied
type: Status report
message: Access to the requested resource has been denied
description: Access to the specified resource (Access to the requested resource has been denied) has been forbidden. Apache Tomcat/7.0.26 "

Not sure if user had to login before approving a request in earlier version.

3. Query reports that worked in earlier versions now don't work. The given error:

"net.sf.jasperreports.engine.design.JRValidationException: Report design not valid : 1. Field not found : null 2. Field not found : null at net.sf.jasperreports.engine.design.JRAbstractCompiler.verifyDesign(JRAbstractCompiler.java:271) at net.sf.jasperreports.engine.design.JRAbstractCompiler.compileReport(JRAbstractCompiler.java:153) at net.sf.jasperreports.engine.JasperCompileManager.compile(JasperCompileManager.java:241) at net.sf.jasperreports.engine.JasperCompileManager.compileToFile(JasperCompileManager.java:157) at net.sf.jasperreports.engine.JasperCompileManager.compileReportToFile(JasperCompileManager.java:450) at com.adventnet.servicedesk.reports.utils.CoreReportDesigner.generateSQLReport(CoreReportDesigner.java:8094) at com.adventnet.servicedesk.reports.utils.CoreReportDesigner.generateSQLReport(CoreReportDesigner.java:7728) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.runSQLQueryReport(ReportRequestHandler.java:1693) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.handleRequest(ReportRequestHandler.java:2027) at com.adventnet.servicedesk.reports.action.CustomReportHandler.handleRequest(CustomReportHandler.java:185) at com.adventnet.servicedesk.reports.action.ReportHandler.execute(ReportHandler.java:61) at org.apache.struts.chain.commands.servlet.ExecuteAction.execute(ExecuteAction.java:58) at org.apache.struts.chain.commands.AbstractExecuteAction.execute(AbstractExecuteAction.java:67) at .................."
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Re : Cannot delete Support Group

April 18, 2016, 1:41 am
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We can understand your requirement of having old Support groups deleted however due to DB schema Support groups cannot be deleted.

We are working on a feature to make Support groups greyed out as other option in Admin. We will update you once this feature is released in the product.


Thanks and Regards,
Priya Kumar

SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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