migration to SDP 7 from build 6015
Hallo everybody. We are trying to apply the upgrade pack to migrate to version 7.0, from SDP build 6015. On Post-install phase (98% of the entire process) the upgrade pack fails with the following error : --------------------------------------------------------------------------------------------- INFO: Problem during installation of patch com.adventnet.db.persistence.metadata.MetaDataException: Data model cannot be mo dified reverted to old at com.adventnet.updatemgr.util.ConfUtils.applyDDChanges(ConfUtils.java:
Request last updated query
Hi Folks, Just started looking into the reporting functions of Service Desk more in depth. Anybody able to let me know how to query when open requests last had an update added to them? i.e last time a note was added. Cheers.
Merging requesters
Hi, I am just wondering if it is possible to merge requesters. We have lots of requesters on our system, and lots end up duplicates because they are added with slight differences. We can't delete the requesters because they are linked to queries. I hope this makes sense and someone can help me. Craig.
Initial view on changes incorrect filtering
When you go to the change page the technician is being taken to the MY OPEN CHANGES page, but the list isn't filtered so they get all changes shown. They have to change the view and then change it back to MY OPEN CHANGES at which point the view is then correct. If you then open a change and when you close the change it takes you back to the change screen in MY OPEN CHANGES view, and again ALL changes are shown. Very frustrating and even worse when someone has a multipage list of changes. Hopefully
500 Error When Editing a Task
When I edit a task and tell it to save I get the blow error. The changes are still saved however. This has been going on since we upgraded to 7010. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.helpdesk.util.NotificationUtil.isNotificationEnabled(NotificationUtil.java:103)
Error code 1,203,594,594,969
FAILURE :Error while adding the Product Details : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,203,594,594,969. Is this our system admin or AdventNet?
Can I add the created date to the tech view of a request?
Can I add the created date to the tech view of a request form? Some times we don't get time to enter request until the next day or so. Most of them have been completed and just need to be added as closed. We would like to set the dates on the request form and not the second screen. I have tried to add the field but it will not show up.
Enable AD Authentication directly on SQL database
Hi, I accidently disabled AD authentification on SD7+, and now can only login using guest/guest. Where can i enable ad authentification directly on the MSSQL database? Please advise asap as i have no way of using the service desk before this is solved! I hope somebody can help! Thanks! David
Can't update Tickets
We are using SD 7.0 build 7010. We are unable to update any tickets, when we make a change and click save....it just sits there saying processing please wait....I've left one "processing" overnight and still no luck.. Anyone seen this before?
problem with displaying assets
When I turn to page assets - workstations, nothing shows. But if I search for * in assets visible all workstations
Automatic Refresh - Global View
We just recently starting using ServiceDesk Plus. All help desk analysts are setup as admins so that we can use the global view and watch our queues. I know that from there, you can go into one of the particular analysts queues and setup a refresh for every few minutes. Is there a way that we can do that for the main global view that lists all of the queues. The way we have it setup is that an email comes in and is fetched, a case is created, and thrown into an "Unassigned" queue. From there we have
Suppression of e-mail notification for self generated action
Is there anyway I can setup the system so that any notification message that is created is only sent if the recipient isn't the person causing it to be sent. For instance, the e-mail pickup loads a request in and it is unassigned. I go in and qualify the request and see that it is something I can deale with and assign it to me. When I update that request I get the notification message e-mailed to me telling me I have been assigned the work. The same occurs with Change, problem etc. With a small team
Hotfix 7010
I've noticed a few forum posts relating to hotfix 7010 today. There seems to be no announcement like there used to be listing the fixes etc. Also, even though I clicked the 'About' option in my SD+ 7 build 7009 it said I had the latest version! I've been in to the archives and sure enough the hotfix is there! Could we please have annoucements in future as they are useful to let us see what is available?
Unable to translate default product types
In the multilanguage version, some IT items in the product list are not editable for translating it to local language. Is there a workaround?
Feature request: Option to forward request including
I am using Servidesk plus 6 -6010. I would like to have the option to setup a rule or alert so the request including attachmetns can be e-mail to a technician. I currently can only send request alerts for technicians. when the technician gets the request , the attachments on the request are not included
Requested resource is not available
After a upgrade SDP 7009 on 7010 pictures in applications are not displayed. On file system there is this picture: \\server\c $\AdventNet\ME\ServiceDesk\inlineimages\WorkOrder\1393\0.png The Reference to a picture looks so: http: //server/inlineimages/workorder/1393/0.png HTTP Status 404 - /inlineimages/workorder/1393/0.png -------------------------------------------------------------------------------- type Status report message /inlineimages/workorder/1393/0.png description The requested resource
How to Backup & restore MYSQL Database to a new server ?
We have installed Service Desk Plus Enterprise trial version in an old server and we do have a lot of data stored in that server. We purchased the licnese and then installed it on a new server. I did the backup of the MYSQL data base in the old server and copied to the new server that is running MYSQL. What is the next step to Restore this database in the new server ??? Help
SDP 7 Workstations scanned and from purchase orders
SDP 7009 Upgraded from 6014 As things have changed from SDP6 to SDP7, I have been going through the data checking all data is correct. I have noticed I have a lot more workstations listed than should be. These extra workstations are the assets received from purchase orders. What is the best practice way to deal with assets (now workstations) created from receiving goods from a purchase order? The workstations are also created with a Windows domain scan. Do I merge the PO workstation to the scanned
Unable to define $ticket owner for SLA escalation
When you define $ticket owner as the escalation point, SD+ does not remember the setting and instead disables that escalation level. Version 7009.
Sub-Catagory & Item can't be specified in Email NNotific
Sub-Catagory & Item are not avilable as variables in email notifications. Version 7009
ServiceDesk quit over the weekend and now fails to restart
At some point over the weekend, SDPlus (we're running version 6 something, can't be more specific because I don't know how to check the version when the web interface won't start--anyone give me any clues how to do that?) stopped running, possibly as a result of the drive its database (a SQL Server) is on becoming full. Now the drive has been cleared and has 20GB+ of free space, but ServiceDesk still will not start up. I have attempted to start it both by restarting the machine and by manually using
How to add Add Monitor of type - JMX Applications
Hi, I just downloaded the a copy of Applications Manager. I am trying to add a JMX application as a monitor type. Here is how I could connect to it using jManage Application Type: jsr160 Name: My App URL: service:jmx:jmxmp://localhost:5563 How do I connect to it using applications Manager ? Add Monitor of type : JMX Applications Host Name / IP Address* localhost SubNet Mask* 255.255.255.0 Port* 5563 Polling Interval* 5 JNDI Name* :- ?????? What should be JNDI name ? I tried the default /jmxconnector
Graphic glitch?
Here's an interesting problem. The green "New Request" and "Create new" buttons overlap each other. I thought that was normal at first, but all the screenshots I see from others show the two separated. This can be seen in the attached screenshot. This can be seen both on our test and production systems, and occurs in both IE7 and Firefox, and it also persists after multiple cleanings of the browser caches. As a result, the button that drops down the menu of request templates is not visible. Since
ssh, not on default port
hello, wondering if opmanager supports CLI monitoring using SSH, but not on the default ssh port? i see with snmp you can specifiy a port, with ssh you can't
How to configure threshold for service monitoring
Hi all, I'm monitoring services through TCP ports, I'd like to configure threshold so alarms are fired only after X times that the service was checked and found down. Since numbers in the service threshold are response time this seem to be not making any change. Looking for a response, Thank you, Lahav
Scheduled Reports
Can we have Scheduled Reports? Ravi Kiran
Add a new device
Hello, How do I add a new device to netflow 5.5? TIA, Gary
screen refresh constantly - impossible to use
using SDPlus 7011 with Vista SP1 on IE7. It is like the javascript is constantly making the screen blink. it's really noticable on say the admin page with all those icons. if you mouse over any of them.. the screen will blink. I have a headache now. I don't want to have to go to Firefox just to demo the product. THis problem doesn't happen on Windows Server 2003 with IE7 or Windows XP SP2 with IE7. of course the machine i'm stuck using right now is Vista SP1. Let me know if you want any more info.
deleting attachments
Hi I am trying to delete an attachment by editing job, clicking on delete icon and pressing update button. When I go back into the ticket it is still there. I have added and removed other attachments from the same job but this on will not delete. Is this just a glitch or can I force its removal in any other way? regards
Monitoring Solaris and AIX
I already configure our Solaris and AIX servers SNMP configuration and tested it by OPManager7 and it passed the test procedure. Why it cannot get data from the servers eventhough SNMP configuration is already OK. When I configure its CLI parameters ant test it OK also. It can now get data from the servers. Then i removed again the CLI config and it cannot get data. Selection for the parameters are OK (by SNMP or CLI). Why it cannot get data using SNMP only. Is OP7 can only get data from those machines
title of desktop
For the name of my machines I have registrations(inscriptions) not comprehensible ex: +? �� � % � ��? �, �� / ` �� / �, ��� � � > � ������� (? In %� � and? ��
Dumb Question.. But How Do I set an Announcement?
We have the Self Service Portal setup, and I've got it the way I think will work however I can't find the option in Admin to set the Announcement box on the user portal. Can anyone help? I know it's stupid, but I've completely missed it!
Devices are shown as "not available" but receive s
Hello! My problem is as follows: I am monitoring a VM (Virtual Machine) server and all of its VM clients on it. I set the field "Dependency" at all VM clients with the VM server. Last weekend the server wasn't available for some time. The "today's availability" of the clients was shown red (shut down). Until now all works fine. That was four days ago. Now two of the clients are still monitored as "shut down" in "today's availability", but they get all other snmp data like Disk Utilization, CPU Utilization
Edit the Location field of an asset.
I must be blind or something but after upgrading to 7 from 6, I can no longer find the location field to edit when I click on the edit button for a workstation.
Log entry and archiving problem in ELA
Hi, I'm currentlly using ela 4.0.3 (build 4030) having following strange problems, 1. I was try to generate event report for Windows Domain Controller log with custom period for previous month (defined start date and end date), somehow I saw for some dates I have no log recorded, but when I looked into the raw file under C:\AdvenNet\ME\Eventlog\archive\[a server] I can see the raw file is there and when I open it I see entries inside the raw file, why I can not see this event from the report ? 2.
'Domain Scan' changes names of workstations
Hi, I have a question regarding the 'Domain Scan' function. I works like a charm having found almost all of our workstations in less than a week, but i have a, to me, very big issue with it which i hope can be solved. I use the workstation name as a unique identifier for the various PC's, having given each a registration number as machine name (e.g. REGNR1, REGNR2..and so forth). I'd like the workstation name to be the same as the registration number, so i manually changed the name of the workstation
Issue with EventLog 5 beta version
Hi, I'm testing Eventlog 5 beta version which is a great improvement of the previous version. I created my report with few servers and now I would like to add some more servers but there is no option to modify an existing custom report. It is for me an issue as we can at any time add a new server, ... Can you integrate it in the final version ? Regards Philippe
Oracle Monitor
We have set up a Oracle monitor and would like to set up a table space monitor. When we set a a tablespace alarm, there is one database missing in the list of available monitors. I don't know how to add that database. Is that a know bug? Joerg Ahrens
Last remaining questions
Hi All, Just Finishing our evaluation of ServiceDesk Plus. Just had a few questions. 1./ How can i change the layout of the Change and Problem Creation screens? I would like to remove, and a few fields 2./ Can I modify the Actions Drop down within the request screen? I would like to remove things like Enter resolution. Any suggestions would be fantastic. Regards John
Notify technician(s) when attached problem is closed
When a problem is closed, there should be an option to notify each technician that has an incident/request attached to that problem. There should also be notification for the "reported by" person when a problem is closed.
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