Problems with Updating from 7018 to 7019
Hello, just updated to the newest version, but now I am not able to start SDplus anymore. When I start the server manually I get the following error Messages: Could not find jndi.properties AdventNetServiceDesk: FAILED When I start SDplus in the browser I receive a 400. I tried to uninstall the new Hotfix but got the message: Sorry, uninstallation is currently not supported. So do I need to change any settings or is there another way to get it running? Thanks in advance!
Employee ID in AD
Currently Servicedesk do not import Employee ID from the Option "import requester from AD" due to which its difficulat to log a requester for a requester with same name. E.g :- an organization have 3 employee's with diffrent employee id's Starting name James employee id 1234 ,James employee id 1235 and James employee id 1236. due to which technician is unable to record the request quickly and gets more confused which James has called up for the request. In Such case what we can suggest is get the
Unable to restore database : ... (File name too long)
The database is not restored! How to solve this problem? sd:~/AdventNet/ME/ServiceDesk/bin# ./restoreData.sh -c backup_servicedesk_7018_fullbackup_08_26_2008_06_00.data [...] Unable to restore database : /root/AdventNet/ME/ServiceDesk/bin/../fileAttachments/Change_ROLLOUTPLAN/May2008/78/\Arcserver\users\SAT\_Технический отдел\Телепорт (эксплуатац. документация)\Общие документы\Комплект ТО РЭ и схем\Альбомы на комплексы единичного исполнения\КБ НСС Э 0051 Богучаны KU\модернизация 08-05-2008 не введена\КБ
Search by service tag or asset tag
Hi Would it be possible to include in the next version the ability to search resource or workstation by service or asset tag. Users do not always know the name of their computer but can plainly see either the asset or service tag so searching on this basis would be a great help. Regards Mike
Asset Name autonumber
I want to create sequencial numbers for the asset names, for example all the monitors will be named as MON-0001, MON-0002,...etc, regardless of their product name. what I want is that SD+ autogenerates the next consecutive number when creating a new Asset. Is it possible?, I am thinking of triggers but anyway I would have to modify SD+ in order to make the new automatically created asset name visible in the user interface What is the best option for Asset names?, just consecutive names regardless
SLA criteria
We need to add 'Group' to the SLA criteria list. We use ServiceDesk (ITIL)between IT infrastructure and Software development teams. Each group has its own SLA needs and escalation contacts. By simply adding group to the criteria rule we can avoid building a complicated mix of category, sub-category and item rules. Please advise if there is a simpler workaround for the time being. I�d also like to see further uses of the grouping ability in other functions too, and included in the 'business rules'
Unable to restore database : Syntax error or access violatio
The database is not restored! How to solve this problem? sd:~/AdventNet/ME/ServiceDesk/bin# ./restoreData.sh -c ./backup_servicedesk_7018_fullbackup_08_28_2008_06_00.data [...] ********************************************************************************* Database not started. Starting ......... 28.08.2008 9:15:28 com.adventnet.db.adapter.DBInitializer startDBServer INFO: Command to start DB server [sh, ../bin/startDB.sh, 33366, /root/AdventNet/ME/ServiceDesk/mysql/tmp] DB_HOME /root/AdventNet/ME/ServiceDesk/bin/../mysql
Scanned Software Advise Needed
I am finally, after 8 months going to tackle the Asset side of SD+, and was hoping to understand the best practice for allocating software to a Type? Okay my question, I have a heap of freeware, shareware etc that is simple enough, but how about these: >Intel(R) Graphics Media Accelerator Driver >Dell OpenManage >Dell OpenManage array manager >MS .NET framework Are the above excluded, managed?? Can someone explain how they are determining how theay allocate software, ot thier definition of each?
PO always creates Assets?
Maybe it will be possible to add the possibility to create a purchase order but not a Asset. i.E. if we are create a po for consulting-services a asset will be created... thank you
Determine what Assets are associated to Product
I am having a problem removing certain Prducts from ServiceDesk. I want to determine what Assets are still associated to that Product but I cannot find out how to do that. Also, Is it possible to change the Product that an Asset is tied to. E.G. Change a T61 from the Product T61 to Lenovo T61? Thanks
Error while unpacking
Having let a version of ServiceDesk Plus lapse and have now tried to uninstall then install the latest version which I have a licence key for. However I am now getting the messages "Error while unpacking" over another popup box saying "Extracting compressed files". This comes instantly after the install is informing me that it is "unpacking jar files". How do I continue ?
Problem: Requests imported through imap stretches right
Hi, We've recently purchased ServiceDesk Plus and noticed a slight problem when requests are recieved through e-mail (imported with IMAP). Some requests (not all, possibly 50-50) tend to pan far to the right, stretching all dropdown lists. And the text in the e-mail just continues to the right off the screen and never breaks to a new line. Has anyone else had this problem? I did a quick search but couldnt find anything similar. Cheers //Sylten
Technician cannot be Requester
When I make New Request . I cannot put Technician name in Requester name Box. How to fix this?
View all open requests via an intranet page
Hi, We would like to be able to have all users view all open requests (not just their own), is it possible to publish all open requests via an intranet page where the page would reference the source data in ManageEngine to ensure realtime data. Regards Neil
"Workstation" scan & Windows 2008
Has anyone had any success in scanning a Windows 2008 Server with SDP 7018? Nothing seems to work - I'm getting "Connection to RPC server in the workstation failed." every time. I've tried disabling the firewall, but that hasn't resolved the issue. Any help appreciated.
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7018: Bug in viewing contracts
I'm running into what appears to be a bug in how 7018 handles the display of contracts. For reference, I have 46 expired contracts and 51 open ones. If filter is set to "Open Contracts," everything works normally. You can scroll through pages and change how many items show per page without any problems. If filter is however set to "All Expired Contracts," next page, etc., does not work. In my case, when first selecting "All Expired," SDP comes up "Showing 1-25 of 46." Clicking the "next page" icon
button "REPLY" in the SDP
Hello Support team, I have a customer (ETERNIT). He would like of a feature new in the SDP. In the answer of request of user, there was the button REPLY. Today for to answer is used the e-mail or in add notes (actions). Anderson Carvalho. INSPIRIT TECNOLOGIA E SISTEMAS.
Hiding "license key" field from the technician vie
In the roadmap for the 7.5 release I found the information that for Custom Request Forms it will be possible to: "Ability to hide certain fields from the technician view also. " Will this be available for software as well? Because it would be nice if the would be the opportunity to hide the "license key" field for some technicians. Best regards
Software - non-scannable items
Hi, Over a year ago I asked if there was a way to add software items into the system that are not scannable, and be able to assign it to a workstation. An example of this is Microsft Client Access Licenses. These are licenses that don't get installed anywhere, but need to be accounted for. For example, for every client who has acess to Microsoft Exchange, they must have a CAL. It's important to be able to track that we have enough, and attaching these to a workstation would be the way to do it. I
Searching within additional fields
Hi, it would be good if information stored in additional fields would be included into the search. And to have the possibility to select the fields to search in. Additionally it would be good if you could search in all categories at once. Best regards!
Email Link
Have fields that contain email addresses open the default email application for quick communication with the user.
Pass through problem
I'm unable to configure the "pass through" authentication on my SDPlus. I'm running on 7017 version and when I check the box to enable "pass through", on a vista PC I have a blank page and on a XP PC, I have the normal page where I need to complete my credentials. What is the best way to configure the "pass through' authentication? Did I made some mistakes?
Some requests / problems while evaluating SDP 7
Hello, at the moment I am trying to implement our processes in SDPlus. Therefore I would like to suggest some more possible features: 1. Signing process In some cases it is necessary for us to have two people to sign a purchase. At the moment there is only the possibility to select one person. 2. Editing AFTER delivery Sometimes additional information or documents are available after finishing the purchasing process. Therefore it would be great if we would still be able to edit it and attach information.
How to create SD as an icon on desktop of the entire network
Hi Need to know how we can have service desk as an Icon on desktops of each comp in the entire network.. So that user can click that to acess login page instead of typing the url on the explorer each time..
7.5 Beta or 7.019 patch?
I am new to the upgrade process. Currently we have the latest production release of ServiceDesk. Since we have MSSQL as the back end db, we are suffering in regards to certain functionality (Auditing, Surveys), as well as regular functionality (memory leaks, sso sign in issues), and new features for the 7.5 release (customized forms). My question is...will there be a 7.019 patch released separately from ServiceDesk 7.5? If so, when is it scheduled to come out, and what does it fix? If we are required
Hotfix 7019 Released
Dear Users, Hotfix version 7019 has been released. We regret for the delay in this hotfix. Refer the below URL, http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Thanks & Regards, Jeykar
Survey, Close, High CPU problem
I was previously on version 7015. I enabled the Survey for every 5th request. It worked fine until we had 5 surveys completed. After we had 5 surveys, it would not send out any more surveys. I was able to manually send out a survey, but the automated function was not working. I upgraded to 7018 and now when I try to close a request, the cpu on the server maxes out with these two processes using all the cpu: java.exe, mysql-nt.exe. The request also does not close. Once I stop and restart the service,
issue with colour of envelopes when acknowledging a reply
Hi I have using version 7015 Normally, when viewing requests you can see if a customer has responded because the envelope changes to red. We have added a notification rule so a customer gets an email to acknowledge that their email reply has been appended to the ticket. The problem is this automatic response results in a history entry in the request that changes the envelope to green! Thus we can't tell if the customer has responded..... Has anyone else experienced this? Tim
cannot view closed tickets after changing the port
hi there ^ i had to change the port 8080 to 8090 on service desk plus. this worked fine. now i cannot view closed tickets in the report before the port change. when i�m clicking on the request, a new tab opens in firefox 3.0 the message is: no connection to servername:8080. is there a workaround availible to solve this problem? thanks in advance ;) winnie
I Can't approve a PO
I Add a PO and send for approval but nothing happen. In the email just appear a link to view the PO but I don't find a way for approve
Warrantyexpiry and expirydate in resources table.
Hi, Just queries what is the difference between warrantyexpiry and expirydate in resources table? thank you. einas
Pricing assets
Hi, When I buy 1000 nodes for SDP. Is that 1000 active scanning nodes? Or everything that I put in the assetspage? Thanks
problems with business rule
hi: when i set business rule,it seems there are some problems in this module. my business rule as below: If requester is guest,change request status to OnHold.But the rule doesn't work. please help.
Active directory User Name Issues
I've been handed the project to implement service desk plus in our company. I'm getting up to speed on it currently and have found an issue. When we import or sync users from Active Directory, it is setting their username in Service Desk Plus to their login account name instead of pulling in their username from the Display Name field from AD, it does import about 3 users correctly thou. Our domain was migrated from NT and is currently in mixed mode if this has any impact. we are running Version :
Need to generate a report on mean time-to-closure
Hi all; I need to generate a mean time to closure report on a weekly basis for all closed tickets as this is one of the metrics I have to report on to management. Nothing is obvious in the systems canned reports and my attempts so far at creating a report that shows this data should at best be described as woeful. Would anyone be able to provide some ideas or assistance for me. Keep in mind that I am not a SQL guy, in fact I can barely spell SQL. So if you would keep it simple I would appreciate
Release of CAFM FacilitiesDesk 5
Dear Readers, Its pleasure to do the honours!! We are happy to post the release of FacilitiesDesk 5. The new and salient feature inclusions in this version are: ** AutoCAD integration ** Room booking ** Enhanced requester login ** Maintenance Templates ** MSSQL Support And FacilitiesDesk is now available in Chinese and French. For more details on this new release pl view: FD 5 can be downloaded from, manageengine.adventnet.com/products/facilities-desk/download.html Website: manageengine.adventnet.com/products/facilities-desk/index.html
How to custom report?
I have this query: SELECT AaaUser.FIRST_NAME 'Usuario', SystemInfo.WORKSTATIONNAME 'Estacion de Trabajo', SoftwareList.SOFTWARENAME 'Nombre del Software', SoftwareLicenses.LICENSEKEY 'Licencia Instalada', swinstallationkeyinfo.PRODUCTKEY 'Licencia Detectada' FROM SystemInfo LEFT JOIN SoftwareInfo ON (SystemInfo.WORKSTATIONID = SoftwareInfo.WORKSTATIONID) LEFT JOIN SoftwareList ON (SoftwareList.SOFTWAREID = SoftwareInfo.SOFTWAREID) LEFT JOIN SoftwareLicenses ON (SoftwareInfo.LICENSEID = SoftwareLicenses.RESOURCEID)
Rights and Permissions to assign blocks of Requests
I am trying to create a role for tech leads which gives them the ability to assign blocks of requests to a technician. Nothing that I do seems to give them this ability and the user manual does not indicate what settings are required. I am hoping that it is something that I am missing and not a situation where I have to grant admin rights to a lead. They are not supervisors but they have the responsibility to load balance the workload so that requests are properly worked. There are no additional
Business rule that change status
Hi, I�m looking for a way to use a business rule that changes status on the case from open to in progress when the case is assigned to a technician. Is this possible? I haven�t found a way yet, but maybe I�m blind or stupid???? Regards Stefan
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