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Change list cannot display

August 29, 2016, 2:06 am
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Hello!

I encountered a problem that the change list cannot display as below, (while other functions are no problem)




When I try to open a related change from the request page, an error pop up.







Could you please advise? is there any possibility that the parameter change leads to the problem? (I only modify some normal parameter in "Admin"  these days.)

Look forward your reply! Thanks!

B,R
Dorothy
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Re : Importing requesters + using different email id to login with SSO

August 29, 2016, 2:11 am
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Thomas,

You can add Alternate Email address for Users using Import from CSV option from Admin -- >Requesters. However first email address for the User is set as Primary Email address. User record when overwritten based on Email address, application will be picked up based on Primary email address.

SSO will work on AD provided User machine can access AD and Servicedesk Server should be able to access AD as well.


ManageEngine ServiceDesk|AssetExplorer
Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
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Re : Business Rule is not working for Incident Template

August 29, 2016, 2:22 am
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Hi Priya,

Can I say guru of service desk plus instead of Priya?

You have great knowledge about product.

Once again thanks a lot for your time.

Thanks 

Arjun
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Service Catalog - How do I edit existing pick list values?

August 29, 2016, 2:52 am
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How do I edit an existing pick list in your form? 
The edit icon only allows to set "mandatory, view and set options. but there is no icon to edit the pick list values.

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Re : Service Catalog - How do I edit existing pick list values?

August 29, 2016, 3:39 am
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Hello,

Good day !

The field "User Department" seems to be an additional field. Please follow the below instructions to modify the same,

Go to Admin -> Helpdesk Customizer -> Incident Additional fields, check if you are able to find this Picklist field here and modify the values.

If you do not find this field in above mentioned location, go to Admin -> Service Catalog -> Manage -> Additional fields, check if this particular field as Common Additional field or added under particular Service category and modify this Picklist field.

Hope this helps ! 

Best Regards,
Dinesh Bhaskaran
ManageEngine ServiceDesk Plus | Asset Explorer
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Re : Update failure 9207 to 9213

August 30, 2016, 12:29 am
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It looks like the table isnt copying across when I backup from the Production site (I backup prod, copy to test, restore and then try upgrade). When I check on Prod I CAN see this table - 

Aug 30, 2016 8:18:30 AM  [SYSOUT]  [INFO] : ERROR = *Invalid object name 'ServiceReq_385'.* Query = SELECT max(WORKORDERID) FROM ServiceReq_385
Aug 30, 2016 8:18:30 AM  [SYSOUT]  [INFO] : 

Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : java.lang.Exception: Unable to get the data from [ServiceReq_385] table
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1495)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1516)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:1135)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:1106)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.startBackup(SDBackUp.java:366)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.process(SDBackUp.java:101)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil.handleBackup(SDPreProcessorUtil.java:720)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.updatemgr.util.SDPreProcessor.preInstallPatch(SDPreProcessor.java:150)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.updatemgr.util.SDPreProcessor.installPatch(SDPreProcessor.java:66)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.persistence.DefaultPreProcessor.install(DefaultPreProcessor.java:132)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at java.lang.reflect.Method.invoke(Method.java:606)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.tools.update.installer.Unzipper.invokePreInstallationClasses(Unzipper.java:138)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.tools.update.installer.ApplyPatch.installPatch(ApplyPatch.java:273)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at com.adventnet.tools.update.installer.ApplyPatch.run(ApplyPatch.java:223)
Aug 30, 2016 8:18:30 AM  [SYSERR]  [INFO] : at java.lang.Thread.run(Thread.java:745)
Aug 30, 2016 8:18:32 AM  [SYSOUT]  [INFO] : 

Aug 30, 2016 8:18:32 AM  [SYSOUT]  [INFO] : 

Aug 30, 2016 8:18:32 AM  [SYSOUT]  [INFO] : stopping DB Server >>>>> false
Aug 30, 2016 8:18:32 AM  [SYSOUT]  [INFO] : 

Aug 30, 2016 8:18:32 AM  [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil]  [SEVERE] : Exception occured when taking backup..... not going to proceed with upgrade
Aug 30, 2016 8:18:32 AM  [com.adventnet.servicedesk.updatemgr.util.SDPreProcessor]  [SEVERE] : Problem during installation of patch: Unable to get the data from [ServiceReq_385] table
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : java.lang.Exception: Unable to get the data from [ServiceReq_385] table
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1495)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1516)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:1135)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:1106)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.startBackup(SDBackUp.java:366)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.tools.SDBackUp.process(SDBackUp.java:101)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil.handleBackup(SDPreProcessorUtil.java:720)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.updatemgr.util.SDPreProcessor.preInstallPatch(SDPreProcessor.java:150)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.servicedesk.updatemgr.util.SDPreProcessor.installPatch(SDPreProcessor.java:66)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.persistence.DefaultPreProcessor.install(DefaultPreProcessor.java:132)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at java.lang.reflect.Method.invoke(Method.java:606)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.tools.update.installer.Unzipper.invokePreInstallationClasses(Unzipper.java:138)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.tools.update.installer.ApplyPatch.installPatch(ApplyPatch.java:273)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at com.adventnet.tools.update.installer.ApplyPatch.run(ApplyPatch.java:223)
Aug 30, 2016 8:18:32 AM  [SYSERR]  [INFO] : at java.lang.Thread.run(Thread.java:745)
Aug 30, 2016 8:18:32 AM  [com.adventnet.persistence.DefaultPreProcessor]  [INFO] : Entering Into :: DefaultPreProcessor :: revert
Aug 30, 2016 8:18:32 AM  [com.adventnet.persistence.DefaultPreProcessor]  [INFO] : Invoking preRevert() method.
Aug 30, 2016 8:18:32 AM  [com.adventnet.servicedesk.updatemgr.util.SDPreProcessor]  [SEVERE] : Inside preRevert() of SDPreProcessor
Aug 30, 2016 8:18:32 AM  [com.adventnet.servicedesk.updatemgr.util.MigrationUtil]  [INFO] : INFO mesaage --->Failure , Please check the link 
Aug 30, 2016 8:18:32 AM  [com.adventnet.servicedesk.updatemgr.util.MigrationUtil]  [INFO] : INFO mode --->true
Aug 30, 2016 8:18:32 AM  [com.adventnet.servicedesk.updatemgr.util.MigrationUtil]  [INFO] : INFO messageType --->showMessageDialog
Aug 30, 2016 8:20:58 AM  [com.adventnet.servicedesk.updatemgr.util.MigrationUtil]  [INFO] : CurrentBuildNo :9213 PreviousBuildNo:9207

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Re : Integrated Chat

August 30, 2016, 12:45 am
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Hi Demetrius,

All of the plug-ins we have been involved of making have all been first made for On-Premis and later we have built support for On-Demand.

We together with partners have made plug-ins for Skype (Lync) for Business, Outlook, Trio (iphone system plattform), Zoho Assist, Zoho Project, SupportCenter and ComAround but we have also made many modules to improve the use of SDP.

Some of the modules are:

1. Searchable fields - this allows you to search for values in all drop-down fields in a request.

2. Custom notification - this allows you to auto send notification based on rules defined

3. View and download attachments - currently if a request has one or more attachments the only way to view the attachment would be to first download it and then open it. With this feature in place you can either view in the browser the attached files or you can save all as zip file

I have attached picture that shows both the features to improve SDP as well as the integration module with 3rd party products.

If you like to view or test the Outlook plugins you could visit www.vlink.is


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Email replies not added to ticket if an email address in recipients contains a hash character

August 30, 2016, 1:18 am
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Observed that for one specific ticket - replies coming in from the customer side were not being added to the existing ticket ID.

It appears that this is down to one of the (customer) email addresses in the recipient list containing/starting with a hash # character, e.g. #email@customer.co.uk

Our ticket 'identifier' appears like ##nnnn##, which needs to be included in the Subject to add to an existing ticket.

I wouldn't really want to change our ticket identifier - as it's been in use for years.

Is there anything you can recommend?
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Re : Integrated Chat

August 30, 2016, 1:22 am
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Hello,

Sounds interesting, but we do not have this "ME Plugins" tab in our On-Premise installation. Is there any demo site available?

Best regards,
Demetrius
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Re : Edit note - existing content could be lost

August 30, 2016, 1:24 am
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Hi,

Is there any update on this?

Is it fixed?

Regards,
Scott
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Re : Edit note - existing content could be lost

August 30, 2016, 1:50 am
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Hello Scott,

According to my notes, SD-61613 has been fixed in build 9207, which was released on March the 31st, 2016.

Best regards,
Demetrius
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Re : Notification Bell

August 30, 2016, 2:13 am
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Good morning,

we try to follow these steps but doesn't work.
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Re : Notification Bell

August 30, 2016, 2:50 am
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Hi,

Please let me know whether you have added the connector in Server.xml and also the port 8081 is open in Servicedesk Server.

Please do a telnet on port 8081 in Servicedesk server and send us the output.


ManageEngine ServiceDesk|AssetExplorer
Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
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Re : Email replies not added to ticket if an email address in recipients contains a hash character

August 30, 2016, 2:56 am
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May I get the Subject line of the Request which did not Merge as a Conversation in the Request. Do let me know the Build number of the application from Help -->About.


ManageEngine ServiceDesk|AssetExplorer
Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
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Re : Update failure 9207 to 9213

August 30, 2016, 3:03 am
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Execute this query in MSSQL Server where Production Database is created and send me the Output.

SELECT TABLE_NAME  FROM TableDetails WHERE (TABLE_NAME LIKE 'ServiceReq_%') AND TABLE_NAME NOT IN (SELECT CAST('ServiceReq_'+CAST(SERVICEID AS VARCHAR(10))AS VARCHAR(100)) FROM SERVICEDEFINITION) AND TABLE_NAME LIKE 'ServiceReq_[0-9]%'
UNION
SELECT TABLE_NAME  FROM TableDetails WHERE (TABLE_NAME LIKE 'Arc_ServiceReq_%') AND TABLE_NAME NOT IN (SELECT CAST('Arc_ServiceReq_'+CAST(SERVICEID AS VARCHAR(10))AS VARCHAR(100)) FROM SERVICEDEFINITION) AND TABLE_NAME LIKE 'Arc_ServiceReq_[0-9]%'
ORDER BY 1

ManageEngine ServiceDesk|AssetExplorer
Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
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Can I know who did never login to SDP ?

August 30, 2016, 3:07 am
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Hi,

I'm the admin of SDP in my company, and I need to know who of the users did not login before to SDP. Is there a way to know this?
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Re : Notification Bell

August 30, 2016, 3:16 am
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root@servicedesk-test:~# telnet localhost 8081
Trying ::1...
Connected to localhost.
Escape character is '^]'.

LET US KNOWN
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Re : Populate the ticket description based on a field selection

August 30, 2016, 3:17 am
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Re : Email replies not added to ticket if an email address in recipients contains a hash character

August 30, 2016, 3:37 am
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Sorry - I usually include the build number when creating tickets:

9.1 Build 9110

Example Subject line is:

"RE: CustomerName - ##1237## Summary of ticket"

Example customer email address is:

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Re : Change list cannot display

August 30, 2016, 3:56 am
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Hi Dorothy,

Please recreate this issue and send me the Support file from Community tab/support tab. We had a similar issue in older build of the application and it was fixed in a hotfix.

ManageEngine ServiceDesk|AssetExplorer
Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
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