### 32661 ### SDP various
For the new V6, is it possible to give permissions to a specific user, for seeing requests in its department ? (department head role) Also, is it possible to restrict access to requesters to only see tickets created by technician for them, via the web interface ? this is to avoid those requesters to create tickets and generate abuses...
Problema al cargar la p�gina
I installed OK ServiceDesk Plus 6.0 for evaluation in the organization where I work. When I run the web client, the message "Problema al cargar la p�gina" is displayed in the browser (Mozilla Firefox). I use WinXP whitout Firewall. In the browser configuration, I set up the non proxy for localhost. Wath can be the problem/s? Thank
Signature text inserted in the middle of email reply.
Hello, I've been customizing the notification emails. Now when I send in a request via email my signature text comes between the text of the autoreply. I deleted and recreated but it's still show up. ex: Hello $RequesterName, This is an automated acknowledgement of your service request. Your request has been created with ID #$RequestId. The title of the request is "$Title". Summary: $Description **signature text shows up here, a few lines*** The status of the request can be tracked here: $RequestLink.
SSH not working in OpManager 6.0!!!
Hi all! I trying to find out in my problem with connecting to non-snmp devices forums.adventnet.com/viewtopic.php?t=84411 I received the following results: When i trying to connect on ssh-protocol OpManager answer that "device didn't response", "applnerr*.log" have no any errors. But when i start telnet-service on client and change "Connection Protocol" from SSH to Telnet in "Password Credentials" of the device, then connection tests passed and monitors working correctly!! But Telnet-protocol is
Cannot add MIB
Hai, i'm trying to add new MIB like attached, but it contain an error and failed to load. I have tried on other software tool and it can load the same mib, pls advice.
Error while export report
When I export the PDF report, there will pop-up message: There was an error opening this document. This file can not be found. How can I get my PDF report? BTW, the CSV report is ok.
SMS (NwoSMS) with MSP doesn�t work
Hi Support, i�m trying to generate alarms and send to my sms gateway, but nothing arrives on the sms gateway. I use MSP and i�ve configured : to email address: 123456789@ip_host_now_sms but not information is registered on smsout.log Althouth this nowsms gateway was working ok with Opmanager "standalone". What do you suggest? thanks in advance W.
AD sync problem
I have AdventNet set to update the requesters from our AD servers daily. The problem is that I can not seem to change which OU's I want AdventNet to scan. AdventNet will always scan the OU's that I originally specified and no matter how often I change the OU's in both the "Windows Domain Scan" screen and from the "Import Users from AD" screen AdventNet will not change it's behavior. Has anyone else seen this?
Suggestion for another section
Would it be an idea to create another sub forum just for queries/reports? Over the months that I have been reading the forum some very useful reports have been posted by various readers and AdventNet staff and it is a pity that they get "lost" as time goes on and the forum continues to grow. If they were all copied/moved to a separate area they would continue to be of use to new users. Just a thought.
Need to identify table containing conversations
Hi, Which table contains conversation entries? I need to identify this urgently for some reporting purposes. Any quick help will be greatly appreciated. Thanks -MS
Scanning across a domain
I would assistance on how to scan from one domain to another. Both domains are inside our firewall, but the Workstation scan seems unable to deliver all the appropriate information, such as PC name. It gives the IP number instead of. This is nice to have, but not enough. For a lot if the PCs it returns with an error message of: Either access denied for the user or the remote DCOM option might be disabled in the workstation. However, I know the user ID and password is correct, and that the DCOM is
Can I scan for computers without wiping out existing configu
I like very much the ability to scan for computers in the domain. However, one problem I see is where a workstation will be online during one scan and then not for the next. As far as I can tell, it finds and adds the configuration during the next scan. However, during the next scan when that workstation is off line, it seems to erase the configuration while leaving it in the inventory. How do I tell it to keep the configuration and keep the configuration if the workstation is not on the network.?
Lotus Notes attachments don't work
We are a Lotus Notes shop and sending out reports as attachments to technicians does not work for Notes client. I have tried several other clients and they all work ok. This is also the same for request attachments.
E-mail request size limit
Does e-mail request size limit exist? I have some problems with long requests. 1. I have a very long request (~170 lines). Notifications do not work. Notification is turned on and works for all another requests. 2. For another long request I can't enter resolution. Appropriate part of screen was not appear.
Reports are duplicating entires
I have noticed that when i run a custom report, it is duplicating some of my entires in the report, hence this is throwing out my numbers i have attached a couple of images for you to see can you please get back to me ASAP, i am runing version 6005, thanks i have just checked the pre configured ones and these also contain duplicates. Ryan
Importing Data from TrackIT
We currently use Track IT by Inuit. There are four years worth of tasks and solutions that we would like to import into Service Desk should we take that route which seems likely at this stage. Is it an easy task to import and if so is the schema available, or would this be something that AdventNet could do. TIA Damian
Still not fixed my closure categories since SD6 update.?
Hi I have actually spoken with Kevin by phone about my issues. I have logged calls. uploaded files. but I still haven't received a fix for the closure categories. When I search for a closure category it doesn't find any. I also discussed a pick list for closure of calls, this would also fix my problem. I was given an apology for the time taken to respond to my original call and assured that this doesn't usually happen, and it was due to the amount of calls from the upgrade. BUT I still haven't really
Business Rule based on request Status change
All, Suggestions or ideas would be welcome on this. In SD+ (build 6003), it appears that one cannot create a Business Rule based on a status change since "Status" is not part of the criteria drop-down list. Here is a situation where it would be useful: if you have a documentation manager in charge of reviewing resolution notes before closing requests and identifying candidates for Solution articles, you would want technicians to enter a resolution then change the status from "assigned" to "resolved".
localhhost_access_log files
We are noticing a number of these log files appearing in ..\server\default\log. Can these be safely deleted? Is there a setting where we can automatically cull these (and the backup files)? Thanks.
Bug: Catagories - Assigned to user.
When the technicians put in a ticket and assign a category/sub category. And assign the ticket to a technician, when the ticket is saved, the technician gets re-assigned based on the assign to in the categories setup. Shouldn't this get evaluated when the category is assigned not when the ticket it saved? This makes is a two step process - most of the time - to assign tickets to their selves. Step 1: create ticket, assign category Step 2: Change technician to themselves This might be a vague description,
can send email to SD+, but notification email isn't working
Hello everyone I can successfully send email to SD+ to create new tickets, but the email notifications are not getting sent out. I've tried the checkbox -- checked and unchecked -- for "requires authentication". I'm using Exchange 2003, and I've given permission for SD+ server IP to relay in the virtual SMTP server properties, also the "connection" tab in virtual SMTP properties. It does relay off the Exchange box, doesn't it? any ideas? thanks in advance.
Solutions Missing
Good Day, I am running 6002 of SD+. If I create a solution I cannot search for it and it does not appear in the subfolder I created. Old solutions are searchable and accessible no problem. Any help would be greatly appreciated.
Configuration Manageengine Service Desk
Hi. �How I configure this service desk to use in my office network? �What file i modify? Thanks George
unable to restore backup on MSSQL : datetime convert
Hi, I have a fresh backup from a SD+ 6 (build 6003) with mysql database. I tried to change database on MSSQL (seems to be ok) and restore the backup... and it failed at 60% with (in french): Writting PdfUIComponent.sql Writting PdfViewConfig.sql Writting Periodic.sql La conversion d'un type de données CHAR en type DATETIME a donné une valeur hors limite de date et d'heure. apparently date format in mysql are a char and datetime in MSSQL. is there a workaround.
Ad user scan
How come service desk does not remember the last scan I did? Or at least if I unselect the parent OU it unselects the Child OU's as well.
Periodic AD Import/Backup/Log and Patch directory...
Hi, I'm wondering the time of scheduled AD Import, I have set to import everyday the users from AD, but which is the time of the daily import? I also find a scheduledbackup directory in SD+, what is it ? Before the last update 6603, the backup weight was 8Mo and now (after the update) the backup weight is 3Mo, the difference is due to the fact that the new version does not stored the inline pictures and attachments. The backups stored in this directory are not mine. What is the period of such backup
Managing software
Can you please tell me when the asset explorer module will be integrated into service desk? I am not able to manage software licenses and keep hearing that it's coming... If anyone has a suggestion on how to fix my problem in the interim, I would appreciate it. Here is an example... In 2004 we bought 50 office licenses - entered as an asset $400.00ea In 2004 we also bought SA (software assurance) on those 50 office licenses- entered as an asset $32.00ea In 2005 we renew our SA at $32.00 ea The software
Skipping for Call Ids.
Dear sir, We are facing a problem on SMT . So many calls are missing like Call ID No(105,115,118,125,126) has not been created or deleted. We are unable to trace the same. Kindly help me out in tracking the Call id. Tks, Sathyajit
More details in creating request using mail method
First of all, the product looks great. We are testing it for about one week now and answers to most questions are located in your forum and manual. However, one is a bit tricky. Question: Our users will send requests using mail client, not web page. When application receives mail it creates request but in that request we can't see all addresses that users entered in TO and CC field. It is possible to see that if one chooses to reply, then application automatically enters that information (TO and
HTTP Status 500 - Apache Tomcat/5.0.28 - Error
We get this frequently: javax.servlet.ServletException: State cookie is not passed along with the request. Can happen in case of use of back button. com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75) root cause com.adventnet.client.ClientException: State cookie is not passed along with the request. Can happen
few questions about the program
hello everybody, i have installed servicedesk plus on my computer, for now the trial version, but it won't work so here are a few questions. first how can i change the port number after installation? the program doesn't work with port 8080. second, how can i intall it on my homepage for testing which updates do i have to install at this moment, third, i live in the netherlands and i saw that there is a possibillity to get a dutch translation pack how do i do this thanks in advance, paul moolenaar
Quick Create in center of page
I think this may have started when i ran the latest windows up dates. I run SD on XP pro. Quick Create in center of page when I log on as admin and my View has gone. All is ok with the users self service pages. Also if i click on the license tab i see the attached error. Not sure if all this i related but a con no longer move users to techs.
Reply generates a new ticket. Why ?
With some users, replying to a message (ie the confirmation message sent by the system) generates a new ticket. With some other users, the reply is just included into the initial ticket (which is the normal reaction). Why ? What could be wrong with the first users (generation of new tickets) ? Note : we made tests with exacty the same info (title of the message, etc.) with different users. Some are OK, some not ok. Philippe
Dynamic fields based on category
How I can show and hid a field form the requester from based on the selection of the request category. Regards, Hassen
SD6 doesn't run via VPN with ISA Server
I am evaluating Service Desk Plus for use at our office in place of Track-IT. But I have a number of satellite offices that connect to the server via a VPN. The firewall running on the network is ISA Server 2004. Everything works OK when I am accessing SD from within the network but as soon as I connect via the VPN the login screen is displayed before each screen in the application (e.g. if I select the Report tab, before the list of reports is displayed the login screen is displayed.) The system
BUG: Editing muliple requests w/ custom field
We're running SDP build 6.03. The multiple edit feature is great but we've run into an apparent bug with it. We have a custom field "Building" which is predefined selection list. When editing multiple requests, that field shows up as expected on the multiple edit page. However, once we go ahead and change another field (not Building, since that usually wouldn't change), the edit goes through properly however the Building field for all edited tickets reverts to "-1," which needless to say isn't one
Windows ALERT not see with FireFOX 2.0.0.3
Windows Alert not see with FireFox 2.0.0.3 and a resolution 1280x1024
OpUtils - Build 4312 Available
Dear All, We are pleased to announce the availability of the latest update to OpUtils - Build 4312. Features & Enhancements in Build 4312 1. Support for retrieving the Config Files of Cisco devices running CAT OS has been included. 2. Option to import switch inputs to the Switch Port Mapper tool from a CSV File has been included. 3. Switch Port Mapper enhanced to show the MAC addresses other than "learned" state. 4. Issue in displaying the Alert count when accessing the client from remote has been
Notifying Approval Sender for Approval Action
Hello, I am trying to find out how to send notification of approval after the approver has approved/rejected the request. I saw on Notification Rules that there is a template for "Notifying Approval Sender for Approval Action" but it is not available functionally after the request is approved/rejected. Please enlighten me how the approval status notification is sent. Thanks.
User & Admin Guides for SD+6
I am trying to locate the User & Admin Guides for SD+6 but can only find them for SD+5. Do they exist yet? If not when will they be available?
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