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Migrating service desk plus to a new server -SDP 9237

May 25, 2017, 11:28 pm
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Production server: servicedesk plus 9237( upgraded to 9237),        postgresql
Test server: install fresh 9237,                                                      mssql

The SDP production server has been upgraded from 9.0 to 9237.    The table workorder has 29 columns of ServiceDesk 9001, including workstationid column. And in the production server, the table workorder has 32 columns of ServiceDesk 9237 upgraded from 9.0 to 9237, including workstationid column. But , it is found that the table workorder of sericeDesk 9237 has 31 columns when directly installed, not including including workstationid column. why?

I want to change production server DB from postgresql to mssql. How should I do ?

I have done a test.
1. Clone production server. Delete the workstationid column of table workorder because the standard table workorder of servicedesk plus 9237 doesn’t  include the workstationid column.
2. Backup and  restore data

Data Restored successfully and the service can be accessed. But when I click the request to view details,  it shows error that the database is wrong when processing your request.

Question
1. How can I change the DB from postgreSQL to MSSQL correctly according to this environment? 
2. Why in production server  table workorder has 32 columns of servicedesk 9237, but  fresh install 9237, the table workorder has 31 columns?

thank you very much.

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Time out by one hour

May 26, 2017, 12:40 am
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Hello,

I am having an issue where the logged time for our calls is one hour behind. See the attached where a call that was logged at 8am, is displayed as coming in at 7am.
The time is correct on the server and also the correct time zone is selected under individual accounts (Personalize etc).

What needs to be done to fix this?

Many thanks,
Mike
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Product Type page is empty and Add New Product Type throws an error

May 26, 2017, 3:43 am
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Within the Asset Management section of Admin, if I go to the 'Product Type' screen, I get no list of product types, just an empty white screen [screenshot attached].
If I click on 'Add New Product Type', although the new product type form does show, I also get an error at the bottom of the screen [screenshot attached].

However, our previously created product types are still there - if I add a new product, the Product Type dropdown is correctly populated [screenshot attached].

I think this started after we applied the most recent patch to update to build 9309 - I can't be 100% certain though as I haven't had a need to go into the Product Type screen for a while.

We've consistently reproduced the issue using different browsers, different PCs and different technician logins. We've tried restarting the SDP service and the whole server, problem is still the same.

I have tested a fairly large sample of other screens and functions within ServiceDesk and can't find anything else which isn't working.

I can't see anything obvious in the Windows event viewer or the ManageEngine logs folder, but may not be looking in the right place.

Any thoughts or suggestions gratefully received.
Thanks,
Chris.

EDIT: It just occurred to me to look in my browser console to see if that would show anything helpful.

When trying to display the Product Type list, Firefox has 2 errors: "TypeError: div1 is null" and "XML Parsing Error: no element found....", and Edge says "unable to get property 'id' of undefined or null reference".

I've attached screenshots of the full errors.

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Re : Technician cannot view the asset

May 26, 2017, 8:45 am
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Good morning,

1. No, the asset is no associated a particular site, because the technician saw the asset some weeks ago

2.

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Trouble connecting to psql database

May 26, 2017, 9:30 am
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Hi,

I am having trouble connecting to the psql database on the local server where the Service Desk is installed (v9309).

I am using this command psql.exe -U postgres -p 65432 servicedesk in the "bin" folder location via a command prompt but I get the following error:

FATAL:  no pg_hba.conf entry for host "::1"

Has anyone seen this before?

Thanks,
Lee
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Re : How to renew a cert.

May 26, 2017, 2:06 pm
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Hi team,

Any news for delivery this feature?

Thanks,

Mauricio
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Re : Windows Domain Scan table include unknown domain name or unusable

May 26, 2017, 11:59 pm
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Correct SQL command in MSSQL is:
  1. update [servicedesk].[dbo].[GlobalConfig] set PARAMVALUE='false' where parameter='DomainListAdded';

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$RequestLink has incorrect link

May 27, 2017, 1:03 am
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Hi,
I set dns name for alias URL in SDP Self service portal. When I want to send first response to requester from reply template, I see this:



It's label is right, but URL link is incorrect:

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Alert not showing

May 28, 2017, 2:59 am
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Dear Support teams

We have recently upgraded to the 9308 version from 9118. The alert bell symbol used to show the incoming notification numbers in red letter earlier, but not showing now. Could anyone shed some light on this issue.

Best regards
Murali
+971506424099
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Re : Trouble connecting to psql database

May 28, 2017, 12:33 pm
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Re : Alert not showing

May 28, 2017, 12:37 pm
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Change permissions not working - 9307 Build

May 28, 2017, 3:00 pm
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Hi,

We have a Change Role called Peer Reviewer who has Edit permissions in the Submission and Planning stages however the Technician who is assigned the Peer Reviewer role is not given the Edit button when viewing the Change record.











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Re : How to use SQL 2008 in ME products

May 28, 2017, 10:29 pm
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Hi Wilfredo,

Good Day,

You can install the fresh installation of the ServiceDesk Plus application in the PGSQL database and then after installation you can change the database to MSSQL by following the steps below,

1. Open CMD as an administrator

2. Navigate to the bin folder (ManageEngine\ServiceDesk\bin)

3. Execute the command Changedbserver.bat

4. Provide the SQL server details , username and password.

5. Test and Save it.

Now the application is connected to MSSQL database.

For AdManager and AD Audit Plus I would request you raise a post in the respective product forum page.


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Re : login name autofill

May 29, 2017, 1:51 am
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Hi Tanner,

Good Day,

1. Do you face this issue on all the templates ?

2. If this happens only on certain templates then that might because of the field and form rules created on those specific templates hence you can edit the template on which you face this issue and remove the field and form rule created in the Field and Form rules tab on the template.


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Re : failure: Migrating service desk plus to a new server -SDP 9237

May 29, 2017, 4:52 am
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Hi Robin,

Good Day,

You are right,

On a fresh installation of builds after 9113 we do not have the workstationid present however on a migrated data we have this column hence you will not be able to restore the data as this column is missing.

In order to fix this issue we need to create this column on the database of the fresh installation and for that we have a JAR.


Steps:

1. Install a fresh version of 9237 build.

2.  Log into the application once using the default credentials.

3.  Now download the attached zip file and you will find a 1.Jar and all you need to do place this 1.Jar in the Manageengine\ServiceDesk\Server\Default\Lib directory

Note: The name should be 1.Jar

5. Now Start the service of the application

6. Log in to the application on one tab.

7. In a new tab execute the URL below,

http://localhost:portno/servlet/DebugServlet

Note: Replace localhost with server name and port no with the port you are using

Note: D and S in DebugServlet should be in caps as they are case senstitve

8. If you execute this URL then you will get a blank page but the column will be created in the database.

9. Now try to do the restore in the fresh mssql db and the restore should be successful.

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Re : Time out by one hour

May 29, 2017, 5:05 am
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Hi M1K3,

Good Day,

1. Could you please let me know whether you had Day Light Savings with respect to your timezone ?

2. More about the issue like since when you are facing this problem.

3. Any recent changes made on the application server or on the application.

This will help us to get an idea about this problem and based on this information we can troubleshoot.
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Re : Product Type page is empty and Add New Product Type throws an error

May 29, 2017, 5:17 am
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Hi Chris,

Good Day,

I had looked into the screenshots and it does not look right and you have mentioned that this problem happens after the upgrade hence I would like to make sure that this is not a application cache issue.

Kindly rename the extracted folder to extracted.old present in the ManageEngine folder\ServiceDesk\Applications. Now try to reproduce the issue and in case if the issue persists we need more information in order to troubleshoot this issue. Hence I would request you to send an email to servicedeskplus-support@manageengine.com with this forum as the subject so that we can help you in resolving this issue.


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Re : Change Workflow edits are editing another Workflow!! Help!

May 29, 2017, 7:06 am
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Hi All,
      We are currently working on the 'Workflow specific status and notification'. We have completed our re-design on backend and data model etc. Also, we have come up with intial version of re-designed configuration UI which we will post it here soon. 

We hope to complete and release, this re-design work, in few months time.


Thanks
Sunil Gavaskar
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Re : Alert not showing

May 29, 2017, 11:32 am
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Hi Murali,

Could you please let me know if you are using the application on HTTP/ HTTPS?
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Backup = *ERROR: relation "dynamicdummy" does not exist

May 29, 2017, 8:33 am
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Hi Guys,

I am having a problem in taking a back up in Servicedesk Plus.Im getting below error message

---
C:\ManageEngine\ServiceDesk\bin>backUpData.bat
Starting....
May 29, 2017 11:14:26 AM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone
INFO: Going to set the standAlone param as : true
May 29, 2017 11:14:26 AM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone
INFO: Going to reset rootDir using server.dir
May 29, 2017 11:14:26 AM com.adventnet.servicedesk.server.utils.SDDataManager <init>
INFO: rootDir :: ..
May 29, 2017 11:14:26 AM com.adventnet.servicedesk.server.utils.SDDataManager <init>
INFO: netutilsData :: {RELEASE={version=9.0}, BUILD={number=9024}}
May 29, 2017 11:14:26 AM com.adventnet.servicedesk.server.utils.SDDataManager <init>
INFO: rebrandData :: {ADSELFSERVICE={name=ADSelfService Plus}, OPMANAGER={name=OpManager}, PRODUCT={name=ManageEngine ServiceDesk Plus}, ADMANAGER={name=ADManager Plus}}
Active DB Server = postgres
Database connectionProp : null
Error while trying to instantiate SQLGeneratircom.adventnet.db.adapter.SQLGeneratorjava.lang.InstantiationException:com.adventnet.db.adapter.SQLGenerator
May 29, 2017 11:14:27 AM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer <init>
INFO: db.home ::: C:\ManageEngine\ServiceDesk\bin\\..\pgsql
May 29, 2017 11:14:27 AM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer <init>
INFO: dataDirectory :: C:\ManageEngine\ServiceDesk\pgsql\data
Database started
*************************************************************
Number of tables found : 1290
-------------------------------------------------------------
Build number           : 9024
-------------------------------------------------------------
backup_info.xml        : true
-------------------------------------------------------------
Ignored Table List
-------------------------------------------------------------
AaaAccSessionAudit
AaaAccHttpSession
AaaAccSessionProp
AaaAccSession
AuditRecord
OperationAuditRecord
AuditResultProperty
AuditResourceProp
AuditOperProperty
RecentItems
-------------------------------------------------------------
Going to take full backup with file attachments
-------------------------------------------------------------
deleting duplicate entries in WordMap table : 0
*************************************************************



Please wait ! backup in Progress...................
0-----------------------50------------------------100(%)
=======================================ERROR = *ERROR: relation "dynamicdummy" does not exist
  Position: 22*
ERROR = *ERROR: relation "dynamicdummy" does not exist
  Position: 22*java.lang.Exception: Unable to get the data from [DynamicDummy] table
        at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1453)
        at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1473)
        at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1473)
        at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:1079)
        at com.adventnet.servicedesk.tools.SDBackUp.startBackup(SDBackUp.java:365)
        at com.adventnet.servicedesk.tools.SDBackUp.process(SDBackUp.java:100)
        at com.adventnet.servicedesk.tools.SDBackUp.main(SDBackUp.java:2354)


stopping DB Server >>>>> false
java.lang.Exception: Unable to get the data from [DynamicDummy] table
        at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1453)
        at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1473)
        at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1473)
        at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:1079)
        at com.adventnet.servicedesk.tools.SDBackUp.startBackup(SDBackUp.java:365)
        at com.adventnet.servicedesk.tools.SDBackUp.process(SDBackUp.java:100)
        at com.adventnet.servicedesk.tools.SDBackUp.main(SDBackUp.java:2354)


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