All technicians are normal users after upgrading 70018->2
All 12 of our technicians become normal users after upgrading to 70022 and we have no way of changing them without deleting there accounts and upgrading normal users to technicians and re addressing all the calls. The is a domain field added to the technicians area some of the tech have a domain and the others don't there doesn't seem to be anyway to alter the technicians login capabilities. Anyone any idea's i'd like to be able to move to 7.5 but this is crazy.
Attachments File
Version : 7.5.0 Build Number : 7503 Ubuntu 8.04 Desktop (Hardy Heron). Attach file - The file is adding itself but it isn't possible to read it (IE7, Mozilla and Opera).
ServiceDesk slow or timing out
We're running ServiceDesk 7010 and for the past couple of weeks we've noticed a big decrease in response time. When navigating between tickets, the speed is just fine. But when editing a ticket, closing tickets, or re-assigning them, the process either takes a huge amount of time or it just times out, and we'll get an error such as "Assigning technician to Request(s) failed" Its running on Windows Server 2003 SP2. I tried uninstalling our anti-virus but it made no real difference. Any ideas or suggestions
Creating technician,have to create another login
hi, i have enable active directory . so all users can connect using the domain controller. For my case, i have user XYZ which log on using domain controller. if i want teh XYZ to be tyechnicial and give the user access as as SDSiteadmin, should i create another login for that user. can't he use the same login . why thanks to reply ASAP Nazeedah
Error 7022 to 7500: while taking backup Hence not proceeding
Hello, I've tried upgrading using the latest release but I get a "ERROR: Problem while taking backup. Hence not proceeding". And error and the upgrade process stops. Sds,
email from a change creates a new request
if i send an email from a change request, and the user replies to it, it doesnot append to the change but creates a new request. is there anyway i can sort out this issue.
Help!
Dear, I'm using manageengine plus support center in trial use in my business in the free version there is the possibility of configuring the software in Portuguese? Thankful
number of responses needed per ticket
Hi We are trying to measure how succinctly our technicians are responding to user support requests. To do this we want to measure how many times they have to email a response to the user regarding the request. Could anybody tell me the necessary code to generate a report for the previous week that would give me the maximum, minimum and average number of user responses required? We use MySQL. Any help gratefully received. Thanks
Hotfix 7503 released
Hi Users, A hotfix to build 7500 has been released. The service pack can be downloaded from manageengine.adventnet.com/products/service-desk/service-packs.html The new build 7503 addresses the following issues : # SD-13974 : Unable to perform AD import / AD import stops and freezes half way. # SD-13976 : Error while saving the request form customizer and subsequently not getting saved Instructions to apply the hotfix : 1. Shut down ServiceDesk Plus Service. Take a backup using backupData.bat under
Problem with install SDP on FreeBSD
I have this configuration: OS:FreeBSD6.2 Linux-sun-JRE.1.6_03 (it working) SDPv.7503 Install SDP in console #java com.installshield.wizard.Wizard -console Step where I enter web server port: Enter the Web Server Port Number[8080] I put [Enter] (8080 port is free) ManageEngine SDP occupies port 8443 to run the Web Server. If you want to run it on a different port, specify the same here. Press 1 for Next ... I put 1 and [Enter] BUT installer want web server port again and again. I put other number
Question about change management & tasks
Hello, actually we a looking for the ITSM solution to implement in our company, could you please answer a couple of questions about SDP: 1. If it is possible to predefine a specific set of tasks for a specific types of requests. For example new user (create an AD account for an AD-admins, assign a Phone number for VoIP admins, setup a computer for techsupport, etc)? 2. If it is possible to define the sequence of tasks execution? For example system backup, then upgrade, then testing, then moving...
Create change based on an incident with enclosed files
Dear, We are trying to create a change based on an incident which includes attached files (a lot of files). The description of the change automatically takes the description of the incident but not attached files. So we need after that to add files manually and that is very inconvenient. Could you please fix that? We use 7.0.0 Build 7020 (MSSQL) Regards, Vlad
Enclosed files for CAM member
Dear, After the planning stage the attachments were added to the next sections: Impact Analysis , Rollout Plan , Backout Plan etc. Further the recommendation letters were sent to CAM members. The problem is that the CAB member can see only the text but open/view file contents. This leads to impossibility to make an analyze on the Change. The attached files looks like icons. The screenshot was added. My Regards, Vladyslav
Can't correctly close incidents
Dear, From time to time our users are not able to close incidents using links from the notification mail about resolved incidents. I investigated this problem and noticed that there are two links present in our template. First one we use for the part in domestic language and second one for the part in English. The issue is that SD generates two different KEYs within the mail and actual could be only last one key. https://service.ad.upc.intranet:443/workorder/CloseWorkOrder.jsp?woID=593&KEY=1228739104232
Problem with install SDP on FreeBSD
I have this configuration: OS:FreeBSD6.2 Linux-sun-JRE.1.6_03 (it working) SDPv.7503 Install SDP in console #java com.installshield.wizard.Wizard -console Step where I enter web server port: Enter the Web Server Port Number[8080] I put [Enter] (8080 port is free) ManageEngine SDP occupies port 8443 to run the Web Server. If you want to run it on a different port, specify the same here. Press 1 for Next ... I put 1 and [Enter] BUT installer want web server port again and again. I put other number
Merging assets???
Running SDP version 7022. I have an asset that was added by a domain scan. I then had a tech mark the PO that the asset was purchased on as recieved. What did this do? It created two entries for the same asset in the Inventory. The first entry, the scan added asset, has all the hardware/software info of this asset. The PO added entry has no info about it except that it is associated to the PO. This asset is a laptop that is no longer on my network, nor can I scan it again. so the option to delete
Preventative Maintenance tasks not following schedule
I have approximately 100 PM tasks created. The weekly ones work fine, but any tasks that I have scheduled for 'Monthly' pop up -EVERY- month on the 1st, even if I didn't choose that month. For example, I click 'Monthly' and then choose 'August' only. On March 1st, that task still runs. Does anyone else have this problem? Is there a fix? Thanks!
Manadatory field on 7502
I installed the last update (7502) last week but I have a problem. How to define that the priority field is mandatory? Indeed, I found a place where I can specify that this field must be mandatory if you want to close the request but I want that this field was filled by the requester? (like old version) Let me know what is the best way...
Merging 2 reports
I would like to merge the following 2 queries together, please can you help>> SELECT wo.workorderid 'RequestID',wo.TITLE 'Subject',rtd.name 'RequestType',aau.FIRST_NAME 'Requester',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') 'Created Time',dateadd(s,wo.COMPLETEDTIME/1000,'01-01-1970') 'Completed Time',ti.FIRST_NAME 'Technician',pd.PRIORITYNAME 'Priority',dateadd(s,wo.DUEBYTIME/1000,'01-01-1970') 'Dueby Time' FROM WorkOrder_Threaded wot INNER JOIN
new user on sdp
hey all.... our company recently start to prepare sdp the hebrew version. one of the problems is when i give a technion a permission from the default groups it like i didn't give nothing like he was a gust... can you help me please?????
restore service desk
how do i restore service desk last backup ? os- server 2003
Email attachment
A requester has lotus mail account. When a technician replies to a request sent by this requester with an attachment, the requester can't see the attachment via lotus. However, when the technician changes the setting to plain text instead of HTML, the requester can see the attachment. The requester can see the attachment if he logs into service desk. Sending attachment from service desk to Gmail has no problem. Thanks.
Active Directory Pass-Through Authentication Build 7503
This morning I attempted to enable the Active Directory Pass-Through Authentication (SSO) within ServiceDesk Plus Build 7503 after having upgraded to 7503 last night. After enabling this option, logging out of the web interface, closing Internet Explorer and reopening Internet Explorer and going to the web site for SDP, the site never comes up. It sits waiting to load for an extended period of time. Eventually it times out and comes up with a blank screen. What needs to be done to correct this issue?
Migrate Database from one SQL Server to another
Hello, We have just purchased a new SQL Server for our network and are planning on retiring our old one. Before we can do that, I need to move the Service Desk database to the new server. Are there any step by step instructions on how to do this? I looked through some of the posts on the forums and only saw how to move from MYSQL to SQL. Thank you for any help that you can provide! Brian
attempting to establish a default password
On the recommendation of your phone support I am attempting to establish a default password for all requester accounts. Active directory authentication is not an option at this time due to the use of smartcards for login To establish the default password I was instructed to export my user list to a CSV file. I've done this. I've added a default password column. this column contains the default password value of 'help' SD+ does not change the password when the import is executed. Also it appears that
Purchase 'request' and purchase orders ...
Hello. I am currently evaluating SD+ and I like it very much. Thus, I am still having a question regarding the purchase process. Is there a way to create purchase requests (as I encountered in another service desk solution)? By creating purchase request, it would be possible to assign each purchase request to a cost center. Then, after having several requests, I would like to create a purchase order, by selecting/gathering existing requests with material from the same vendor. This would allow me
remote control tool for supporting remotely
We installed (upgraded) SD+ 7.22 to &7.52 on last week, since we upgraded SD+ we like to use the remote control tool for supporting remotely Unfortunately when we try to install the viewer and remote tools, we found below ATTACHED error lates update is SDP Version : 7.5.0 Build 7503 HELP ME...
cutomise change request
is there any way i can customise change requests? in the implementation tab, i want to add some tasks that will be used for all change requests. how can i set it in the template? in the latest release, do we have the option of modifying the change request template?? thanks....
newbie here - mail fetching error
Hi all, I have just tried to install SD+ for testing purpose. However, I have encountered problem with mail fetching. Here is the log file that i have copied out. Please advise me. [22:13:25:860]|[12-27-2008]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[21]|: MailFetchingTask ---> executeTask() called ... | [22:13:25:860]|[12-27-2008]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[21]|: Connection obtained for crawling the database <AppIndexingInfo
[RENDERING EXCEPTION] after upgrading to 7500/7502
After upgrading to 7500 or 7502 I am getting a [RENDERING EXCEPTION] message as the columns' caption of the asset's additional fields I am displaying on the assets grid. Please advise what to do. This problem has prevented me from moving to 7.5 version!. I've been waiting for days for a solution or workaround from Support and nothing yet Anybody else out there there having the same problem?
Templates Feature does not work
On previous versions, I could open any existing Work order and based upon the type of request, i would apply a template. The only thing we can apply a template to now is by creating a new work order from the templates. Most of our templated tasks had various tasks and delegation to the tasks. Now we have to recreate the work order entirely for any system generated work order (emailed or user created) . Once a template is assigned, it can not be edited by using another template. Is this a normal feature
Pages not correctly displayed after migrating to 7.5
Original sytem: 7.0.21 Migrate from Build 7000, 7001, ... 7021 to Build 7022 whent fine. When, Migrate to 7500, however, the pages are not correctly displayed. see attachment. Pleas help!
Group totals on a report
Hi, I have the following query but would like to show the total Time Spent and total Amount at the bottom of each group (Site). SELECT rctd.FIRST_NAME "Technician", sdo.NAME "Site",wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", cd.CATEGORYNAME "Category", std.STATUSNAME "Request Status", pd.PRIORITYNAME "Priority", SUM(rc.MM2COMPLETEREQUEST/1000/3600) "Time Spent", SUM(rc.AMOUNT) "Amount" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
Request Category as Mandatory field
How can I make category as mandatory field for requesters on request creation screen. We are on 7.503.
Requester's additional fields not displayed
Requester additional fields are not displayed in Request screen to technician. I have added 2 fields in requester. These fields are not displayed in Requester Detail area of Request screen. In SDP 7 version additional fields were appearing but in SDP 7.5 they are not appearing. Additional fields contain crucial information for technician and we need to display them
Request created through Quick Create - New Request
Request created through Quick Create - New Request does not have category and no technician is assigned. I have assigned technician to each category. When category is not assigned or selected then request is left unassigned. Can we set default technician for request created without category.
assign manager to more than one department
I was told one of the features in 7.5 would be the ability to assign a manager to more than one department but that cannot be. The only choices I see are "View own", "View Department" and "View Site". This does not help at all. We have serveral managers that run up to 3 departments. I need them to be all three of those departments, not the whole site. Is there anyway to get them to see what I want. I couldn't find anything.
A Really Bad Day
There was this guy at a bar, just looking at his drink. He stays like that for half of an hour. Then, this big trouble-making truck driver steps next to him, takes the drink from the guy, and just drinks it all down. The poor man starts crying. The truck driver says, "Come on man, I was just joking. Here, I'll buy you another drink. I just can't stand to see a man cry." "No, it's not that. This day is the worst of my life. First, I fall asleep, and I go late to my office. My boss, outrageous, fires
7502 - Asset module seems slow
This is difficult to confirm but either HF1 or HF2 seems to have made V7.5 very slow in the asset module. I say difficult as I'm running this on a virtual server that is not the spec of the main box, but asset was never as slow as it is now. When only 2 or 3 items in the list then fine, but when lists are long the pages take an age to display. Also had a couple of crashes with the system around the same time, circumstancial I know but everything points to asset being an issue at present. Is anyone
error upgrade 7022 to 7.5
I install a fresh 7022, then i want upgrade my 7022 to 7.5. as 100% i got a error "uninstallation completed". i checked the updatemgrlog0.txt and find: 2008-12-23 21:57:08 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [信息] : testing....=Mon Oct 01 00:00:00 CST 2007 hdDate01 Oct 2007 2008-12-23 21:57:08 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [信息] : testing....=Tue Oct 02 00:00:00 CST 2007 hdDate02 Oct 2007 2008-12-23 21:57:08 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor]
Next Page