ServiceDesk Plus 7005 on Tomcat 6
We have found vulnerabilities on ServiceDesk Plus running on Tomcat 5. Any one here who has an idea how to make it work on Tomcat 6? Audit report has recommended Tomcat 6 and we are required for strict compliance to security standards. Any help on this is highly appreciated :D
Assets schedule scan issue in SD Plus Linux version 8.1
Hi, I have SD Plus linux version 8.1 build 8105, i am facing issue regarding asstest management, problem is that i am unable to scan the assets from the [scan now] button, saying FAILURE :Connection to SSH Service in the workstation failed. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. I have downloaded the script from quick action--- standalone audit. but i have to run
Problem starting server after apply patch
Dear Support, I have apply patch from ServiceDesk Plus 8.0.2.7 to 8.1, Got the error fail to install the patch and then cannot start up services. Try to type run.bat in command prompt and get this error: unclean shutdown with previous run. Would you please advise any solution for it? Thanks. Jason
which is the default URL to submit ticket from user end.
Hello, We need your help ,could you please tell me the URL where user can submit ticket to resolve his problem. Tapan
Remove SLA's against Request tickets
We are currently in the process of evaluating Manage Engine SD Plus version 8, and wanting to know is it possible to remove the SLA's against Request tickets, while keeping them for Incidents?
Moving to new server with agents installed on assets
We want to move to a new server and understand how to do that. We have agents installed on our PC's now and in the registry of the PC's, it has the ServerIP and ServerName hard coded as the original server. Should we uninstall all agents prior to moving to a new server and then reinstall from the new server or is there a more automated way to get the agents to update and point to the new server installation? This will be both a change of server and database server.
To what extent are attached hardware devices scanned and included with the workstation?
We are using SDP 8.1 We have several workstations with high-speed scanners attached. I noticed these scanners do not show up under the asset. To what extent does the agent or SDP scan for hardware? I noticed it included flash drives, keyboards, mice, and printers, but it doesn't seem to include scanners. Thanks!
Error while opening CI Type screen after migrating to 8.1
We are doing a test migration as below Previous Version : 7.6.0 Build 7611 Current Version : 8.1 Build 8105 All steps went fine without any errors. When I try to open certain CI Types I am getting the below error In Mozilla Error in componentVendorFormresult.getElementsByTagName("notassociated")[i].childNodes[0] is undefined In IE Error in componentVendorFormUnable to get value of property 'nodeValue': object is null or undefined What could be the problem? Thanks in advance. Regee Chacko
Custom Script before or after User Deletion
It would be very nice to have an option in conjuction with the Delete Policy: o "Run Custom Script" Script Command ____________________________________ o Run Before Deletion o Run After Deletion
Linking a Subcategory to a Request Type
Hi, We are having some issues with ours technicians at the moment they create a incident/request, because they choose a subcategory that clearly is an incident and they select "Request" instead of Incident. The idea is the following one: Category : Desktop Subctagory: Email Item: Configuration Having that criteria, SDP automatically sets the request type as "Service Request". Category: Networking Subcatecory: VPN Failure With that criteria SDP sets automatically the request type as "Incident" The
How to remove items from network scan
We have some qnaps (file stores) and other file storage , how do i move them from the workstation asset to the storage asset group ?
SDP - Tier levels - How to use?
Hi, Can someone bring some clarification on how to use tier levels in SDP? It seems that the only place it appears are the incident tickets, but I found no way of configuring it. What is the best practice of using tier levels in SDP? Thank you, Miron S.
SD PLus migration windows to linux
hi, I am migrating my SD PLus from windows 2003 to RHEL 5.7 Steps 1) i have take the full backup of SD Plus 8.1 build 8105 Step2) Install RHEL 5.7 and install SD PLus 8.1 build 8105 version Step3) Restore the backup on linux machine All done successfully but the problem is that I am using Active directory in windows 2003 SD plus version 8.1 build 8105, when i restored backup i am unable to login to SD plus console in linux so i made few changes in my SD plus 8.1 windows version before the full backup.
Microsoft software being labeled as under licensed
In our software inventory, we have several Microsoft products that are showing up as under licensed. When I click on these software items, nothing is listed on the License Agreements page. Why is this showing up as under licensed? I can't find anything anywhere in SDP that indicates we are tracking this software usage. Is this a bug, or do you automatically track Microsoft products like Office, Windows, and Server? Thanks!
Bug with "actions" button in admin module
Hello! I'm testing SD 8.1.0. Database MySQL. Browser IE 9.0 In admin module ->users->requesters i don't see "actions" button when i change interface language to russian (screenshot1-2). When language is english or other - all is good. ctrl+F5 doesn't work. In Firefox this page looks good. I've tried to contact to your pre-sales team (eval), but there was no answer.
SDP 8.1 email issue
Hi, Is it possible to email an email address when a certain request comes in? (probably the request from a template) Thanks Martin
moving from old helpdesk to servicedesk need CSV templates
I can export all my data from the sysaid helpdesk and import it into the servicedesk if i had a service desk template for the CMD and ASSET can anyone Help thank you
Forms for create a ticket (Web Based)?
Hi Team, Is there any way to allow external users to creat a ticket from a Web Based Form? I mean, appart of a e-mail, can an external user create a ticket? thanks memo_garc@ovi.com
Cannot create a custom view
Hi all. When using SD+ Enterprise Edition to create a custom view in the Requests tab, after selecting the relevant fields and clicking OK it seems to get stuck in a redirect loop. The Window title is "NTLM Failed Redirecting to Login Page". Any suggestions welcome. Thanks, Dave
Duplicate requests
If you have two or more different people that submit tickets on the same issue is it possible to link them and resolve them as one?
SDP 8.1 8105 hangs when adding new incident template
Hi, when I am adding a new incident and hit save, the processing box appears but then stays there with the hourglass. It doesn't get any further. What is the reason for this? Many thanks Martin
Error when running report
I have created the query report below. (SDP 8026) SELECT wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester", awo.STATUSNAME "Status",awo.URGENCYNAME "Urgency",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician", wo.TITLE "Subject",wotodesc.FULLDESCRIPTION "Description",longtodate(won.NOTESDATE) "Note Date", won.NOTESTEXT "Note",tsd.Title "Task Title",longtodate(tsd.SCHEDULEDSTARTTIME) "Scheduled Start",longtodate(tsd.SCHEDULEDENDTIME) "Scheduled End",longtodate(tsd.ACTUALSTARTTIME)
replace request field "Solution" by well-know solution.
Hi, All ! Ones we have the question from the customer. We create the request in Service Desk, based on customer`s question. In case, the problem is well-known, Knowledge base of the Service Desk have a solution for it. I want the field “Solution” of this request will automatically replaced by the field “Solution” of such well-known problem. How could I tune this?
Using PFX Certificate for SDP
Is it possible to use a PFX certificate instead of .keystore and .cer certificate? Is it also possible to use a wilcard certificate like *.de.something.com?
unable to login
Hi I have migrated my SD Plus from windows to linux , i have SD Plus 7.5 version i upgrade it to 8.0 8017 , then i have take full backup of it.. Now i install SD PLus on linux machine RHEL 4.5 , the SD PLus 8.0 8017 latest one , then i restore backup on it. backup restore successfully. but when i execute the url: http://localhost then i am unable to logon , neither with my AD user nor with administrator, i am supplying correct password both. But i cannot find the "OPTION " link which will be shown
Adding fields into the Incident Template
Hi, I was wondering if it was possible to add Business Services and IT Services fields to the default request template and linking them with the configuration item types Business Service and IT Service? Thanks, Peter
Added an attachment to a request using REST API?
Hello, We have sucessfully implemented a lot of REST API functions, but now we are stuck because we want to be able to add an attachment to a request. I can't seem to find how in the servicedesk admin guide, can someone help me with this? Kind regards Steve
Item in Report
How can I get the "item" information into the following repor? SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",scd.NAME "Sub Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID WHERE (wo.DEPARTMENTID = 1) AND wo.ISPARENT=1
Atlassian Crowd Integration
Has anyone successfully setup ServiceDesk to authenticate to either Atlassian Crowd or Apple Opendirectory (with aliases)?
issue with approvals
Hello. We have a one issue with approvals in sdp 8.1 last build. We are created a new custom status(for example "test status") , and choosed it in option "While a request is waiting for approval, stop the timer and set request status to" then we are created a new ticket and submited for approval. and ticket status changed to "test status" and approval status changed to "pending approval" after first approval ticket status changed to "open" and approval status change to "approval" then we are manualy
How to delete "Service Fields" from the Service Catalog "Form Designer"?
How to delete "Service Fields" from the Service Catalog "Form Designer"? I have a few that are redundant, and I want to remove them from the Service Fields list. Thanks. Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Cannot configure database server because compatible to build 7605
Hi, We are running build 7605 in production. I am trying to do a trial run of our disaster recovery procedures so that we are familiar with how to restore the system in the event of a failure. However, I keep running into the attached error. this is what I have been doing: Restore a copy of the virtual machine that hosts the application and rename it so it does not clash with production coy Restore a copy of the database to this machine (in production it is hosted on a seperate MS SQL server) Run
Checkbox wanted
I would like to have the checklist-feature. For example: To create a new user account there are about 20 very short and simple steps to do. I want a simple checkbox field, where I can mark the steps I have done. To use tasks is too complicated and takes too long time for technician to handle. This time we print out the sheet and check by hand ... would be nice to do it online at SD+ It works to fill this checkbox-fields in the text-box (solutions). But I have to be in text-edit-mode to store the
Assign to Group in main Requests view
Hi, in the main Requests view you can select single techinican to assign to froma drop down list. That is handy if you wish to assign multiple tickets at once to somebody. Problem is that you cannot do the same to assign to group. Since our company is organized in teams you just find a very long of anonymous Techcians (since not all people for a team know all the people in other team) while it would be far better to just see Team names there. Have you got any proposal to workaround that? Thank you
Not getting notified about prohibited software
We have it setup to notify us about prohibited software but aren't getting an email during a scan for affected systems. Does this only notify if the scan is scheduled or should it notify for on demand scans? I removed a system that has known prohibited software and ran a manual scan and still didn't get notified. It does show the affected workstation under scanned software/prohibited.
business rules is not working for Service Catalog
I have a business rule: Execute when a request is "Edit" Turn on cascade execution Override request values with Business Rule values criteria: Request Type is "test type" action: Change Status to "test status" If i create a request from button "New incident" and then change type of request business rule is working, but if i create request from Service Catalog, busines rules dont work. The fields of both reuest are the same. Why business rule dont work? Thank you. 8.0.0 Build 8022
Auto update to next build.
Hello. Tell me please can SDP update to next build automaticaly?? Recently for some reason our database build was upgraded to 8027 build. And our SDP was crashed.
Add request without using web browser?
I want to implement sending requests to Service Desk using custom program or email but I have no luck 1. 1. I have tried to send custom POST message – it works but it demands to fill username and password. I don’t want to ask user for u/p and then send this every time over network. I’m understand that I can’t use Windows Authentication to send request from application? 2. 2. Another option is enabling mail analyze based on topic content. I have enabled this option, set topic text key word
SDP 8.1 styling problems
Since upgrading to ServiceDesk 8.1 I have had some issues with the styling of the pages. I initially resolved this using Ctrl+F5 to clear the cache but now it has happened again - the buttons for each module are not showing There are also HTML tags appearing in service catalogue template descriptions, as shown in the screenshot below.
Mail server settings
After i changed mail server setting-outgong select Requires Authentication then sending email failed and result is 530 5.7.1 Client was not authenticated in log.so what's problem?
Next Page