Postgres.exe using 100% CPU
Hi All, We've recently discovered that Postgres.exe has begun using 100% CPU. If we restart the ServiceDesk service, CPU usage drops down to a normal 20% average, then suddenly jumps to 100% at random and stays there. We don't have any custom scheduled tasks configured that may trigger this event. I've had a look at the serverout logs but I cant find anything that may be useful to us. What I am seeing a lot of in the serverout logs is this: [08:51:42:103]|[09-13-2013]|[com.adventnet.servicedesk.asset.util.AssetUtil]|[INFO]|[21]|:
Workstation Scan: software uninstalled and reinstalled every scan
Hi, I have problem with some workstation (agent 1.0.12), looks like it's only related with IBM webSphere Application Server and MyEclipse Blue. Scan 1: uninstall of both application Scan 2: installation of both application Scan 3: unsinstallation of both application Scan 4: installation of both application and so on (see image below). Can someone help me with this issue.
Feedback's on Project Management module
Please post your comments and feedback's on the new Project Management module. Maljeev SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
Assets and Licenses
Hi - I'm wondering if anyone else might have dealt with this issue and successfully resolved it. I'm working in ServiceDesk Plus, ver 8.0.0, and I came across a purchase order (PO) that had been delivered. It was marked "Approved" and when I went in to change the status to "Items Received" so I could close it, the system gave me an error message that reads: "Failed to receive 1 Item(s) as the Max Number of IT Assets exceeds the license" When I looked at the Assets Tab and clicked on the link
No notifications to technicians that are assigned during a request edit.
Hi I am trying to find out why technicians do not get a notification about being assigned a request. It appears that if the "Assign" button is used, the notification works fine. But if the technician is assigned during the editing of the request, then they do not get a notification. SDP 8.2.0 Build 8203 Dave
Preventing technicians from using onhold
Hello, since there s'no mechanism in SDP to force the technician to add a comment for his action like a request status change we've decided to prevent them use the onhold status. In Roles management i disabled the check box Modify Due By and Allow stop timer, the overdue requests OnHold became Open with no possibility to make them OnHold again(for this role), but they still can set OnHold on non-overdue requests. Is there a way to prevent this status to be used at all or for some roles?
chrome and incident/service catalog template
hi, anyone having issue with chrome while trying to click on any service catalog template? since last update 8.2 8202, when user want to issue service request and he try to click on any of the templates available, the templates links disappeared, by going to service catalog and try to click on any template there, nothing clickable! anyone having same issue? best regards,
custom report for current asset value
Looking for a little help creating a report every month to see the asset name, asset tag, current state initial cost, current value and reaming life any help would be great
System Log entries
I recall there is a feature to limit the number of days log entries are kept in the errorlog table. Can you refresh where that is? Also, I know there are entries outside the limit - I have stuff showing back to 12/2012 in there.
Deleted Technician - Cannot Delete his Private Reports
I had a user that used to run an "unassigned workstation" report that he created and marked private. Now when the report runs a ticket is opened stating: Deliverable: Unassigned workstations - The e-mail account does not exist at the organization this message was sent to. Check the e-mail address, or contact the recipient directly to find out the correct address. Is there a way to access this private report and delete it? Thank you in advance. Sandra
firefox and attachment
On firefox (ver 18.0.1) the button Attach doesn't works
Dept Head Approval
Hi, When we create a Service Request, we can set an approver. We have a variable $DEPT_HEAD$ set. When the Department Head raises an Service Request, an e-mail of the Approval is sent to him. Is possible to make the approval automatically when the Department Head rasies the Request? Regards
SLA Violations not working as expected
We have a number of unassigned requests in our queue at present, some of which are out of their response/SLA times. Whilst the system seems to reflect the fact they have gone over their response time (i.e. notifications are sent to technicians and the symbol is displayed on the main requests screen), the SLA violated requests do not reflect that. Does anyone have any thoughts? Many Thanks Darren
How can I pass a href link through Rest API ?
Hello I'm get problem with passing a href link through Rest API. I want to create link to callback function and get problem with passing link. My API request (send throuth PHP curl script): TECHNICIAN_KEY=5..F&OPERATION_NAME=ADD_REQUEST&INPUT_DATA=<?xml version=\"1.0\" enco <Operation> <Details> <requester>test_user</requester> <subject>Request Subject</subject> <description> <a href=\"http://server1?callbackFunc\" target=\"_blank\">callback link</a> </description> <level>Tier 1</level> <REQUESTTYPE>Incident</REQUESTTYPE>
Turn Request/Ticket into a Project
Is there a way to convert a request/ticket into a project without having to just make a project from scratch and copying the information from the request/ticket? Under actions I see there is category to convert Incident to Service but not sure if selecting that what happens exactly.
Cannot change previous Purchase (PO) once at 8207
Hi, I'm currently at 8207 (in DEV) and all the PO created in 8127, I'm not able to use the save button. Please help
Does anyone know how to get performace stats of calls into a different website using HTML?
Activate 'Request Closure Code' on ticket resolution
Hi Team, We would like to start using the 'Request Closure Codes' when resolving tickets, but I cannot locate the setting to turn this option on. Can you please advise how to activate the closure codes and how to add the field to the ticket template? Thank you Amanda
Allow more than 50 tasks in Project task list
Inside the Projects module, allow more than 50 tasks to be show. We have large projects with hundreds of tasks that it would be helpful to view more than 50 at a time.
How to notify the technician over sms on HIGH priority?
How to notify the technician over sms on HIGH priority? I'm using priority matrix. Need to notify technician over SMS when HIGH priority is set. Can't find how can I do that. Bussines rules can't make it work ;(
Creating a Service Request from an Incident ticket.
Dear team, I was reading that you are working on it, and for my company is too important to solve it asap, because most of the tickets are registered in SDP by email, and as you know, when it happens those tickets are categorized as Incidents with no possibility to change them to Request. do you have an estimated time to develop it?
Business rule apply - once!
How to make business rule, that will apply only once when request is open or edited.
CMDB adding field & field types
Hey guys, Under Admin you can create new or change existing Configuration Item Types as we all know. May i ask for some enhancements to the available fields that can be added there or have some guidance or info whether or not this will be enhanced further or not. Specifically: Can we have a field type that recognizes a URL, a hyperlink? Can the Pick List field be enhanced to set a 'default value' Can a 'Image' field be added? With kind regards, Insectiside
issue with task (reminder, formatting)
Hi there, ServiceDesk Plus 8.2.0 Build 8208 I set up a task with reminder [15 minutes before] as a test. Then I got the reminder email with slight problem (problematic area highlighted): Reminder details are Task Id = 601 Created Date =Aug 15, 2013 03:18 PM Scheduled start date =$StartDate Due by date = $DueByDate Title = test title Created By : admin Description = test description Comments : I did set the Scheduled Start/End value, no value was set for Actual Start/End. After checking the reminder
Move DBs from SQL server 2005 32bits to another SQL server 2012 64 bits
Hi to all, We are trying to move de ServiceDesk and OpManager databases from SQL Server 2005, 32bits, to SQL Server 2012, 64 bits. Could any one give me the steps that I have to follow in the two cases? We have urgency please! best Regards, Rita
custom dashboard queue
Hello, I am using Service Desk 8.1.0 Build 8110. I would like to know if the queue can be sorted by "last modified by Technician" filter. Thank you.
Software usage function
We are evaluating ManageEngine Service Desk plus Professional 8.2. One of the function we need is the software usage. We like to know how many times a user use a particular application, when is the last time access and average daily use. It is for per user, per application base. We need to justify if a user really needsa application However, after we did the agent or agentless software inventory, the "Usage" shows unknown. How does this work? Thanks, Jimmy
Status Report - Query
1) Dear Support, Please assist with the below mentioned query. We can take individual reports,but would like to take them in one report. SUMMARY HELP DESK REPORT IN A PERIOD (date to date) TITLE VALUE TOTAL HELP DESK LOG / INCIDENT NUMBER OF LOGS AVERAGE RESPONSE TIME TIME AVERAGE RESOLVE TIME (TIME ELAPSED) TIME MOST SUPPORT AS PER CATEGORY NAME OF CATEGORY TASK COMPLETION PERCENTAGE PENDING REQUEST PERCENTAGE MAXIMUM REQUESTS FROM NAME OF REQUESTER
Questions about customizing login portal
Hi! Is it possible to customize customers login screen and other? To be specific. Can you get user directly into SD Plus incidents by using some sort of SSO? Can you use SMS for end users? Can you remove Solutions Tab? On Home tab can you remove Coommon incidents and popular solutions? Can you change background and colors? I have a potential customer who wants a very slimmed page for their end users. My questions is really if you can, for one customer, customize homepage from scratch?
Rights to a category/sub/item by tech group
I would be nice, if you add feature to get rights to a category by the group So one of tech can see only categories that apply by rights to his tech group. This may be useful if SD is using by many of tech, covering and supporting different services, it would help to categorize request more quickly. We want to use SD not only for IT tech, but also for a technical department
Auto assign technician
How can I get auto assign tech working only after business rule apply, despite open edited option.
Resource Name : no_computer_name
Every day apper computers with Resource Name : no_computer_name . Why is that? how to solve it?
PO status change
Hi, I don’t know if this is the right case. Every time when we update something in Remarks and Terms for an approved PO, the PO status changes to ‘Pending Approval’ and we need to re-approve it. Is there any way to get rid of this? We need to update some information in Remarks and Terms after the PO is ordered. If there is no way to change this, we may need to modify our purchasing process… Best Regards, Nicole
Creating Custom Request View causes Tomcat Error
Since I was directed here from another thread in SupportCenter Plus, I create the same topic here. A few days ago one of our technician received a problem when creating custom views.The error message reads HTTP Status 500. He can´t create or edit any custom views, we tried deleting all views created by him but that didn't help. Everybody else can create and edit views just fine. Is there a solution to this problem? Version: 8.1.0 Build 8121
New Asset Product Type Symbol
Hi, We have added a number of new product type categories within SDP. A generic symbol is assigned to these and does not look very good when viewed in the CMDB (especially when multiple ones exist). Is there any way of changing this symbol?
Email Undeliverable Loop
Hi, We have come across a problem where a technician has left the company, subsequently had there email account deleted and the SDP account suspended. A requester has re-emailed into SDP opening the call that was assigned to the technician that left; SDP then tried to send an email notification to the technician and had an 'Undeliverable' bounce back. SDP got caught into a loop of emailing the technician and receiving undeliverable every minute for several days. I only noticed this by chance; could
About the icon of URL
Hi, Is it possible to change the icon showed in the URL? If it is possible, how can we do it? Regards.
SDP performance analysis
SDP build 8210, and other builds before that, have periodically been very slow when sending emails (conversations), adding notes, closing requests, assigning categories, etc. Where should I start troubleshooting this? What statistics, queries or log files will be useful? Do you have general tips on improving performance? We have just over 26,000 incidents. Under 200 each of problems, changes and solutions.
Ticket management - calendar intigration
Hi, The ability to forward a ticket to a calendar as an appointment. This would provide better management of remote techs that are accessible only by smart phone. I can forward from within the ticket and keep all notes etc in one spot. I could also send to the tech and the manager so that there was redundancy ...
Date format
How do I change the date format to MM/DD/YYY, in ServiceDeskPlus?
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