ae_scan.vbs not working in Active Directory GPO
Hi, I am running SDP MSP 7.6 and have the ae_scan.vbs script setup in GPO to run when any user logs onto the domain. The problem is if the user doesn't have admin rights (the majority of our users and we're not about to give them admin rights) logs on, they recieve a windows script host error saying they do not have the privledges to run the script and need admin priviledges, and for the few users who are admins, when we login, we don't recieve an error but the script is not updating SDP MSP with
First Response escalations
Hi all, We're running ServiceDesk Plus MSP 7513. We have 3 SLAs defined in the system as "Default Settings", and every site we have is set to "Refer Default Settings". We have configured an escalation in the SLAs to email certain people 15 minutes before the "Response Due By" time is reached. The requests flag as "First Response Violated", but no email is sent. As we are contractually obliged to respond to our customers within certain time frames, it is critical that we keep to these timescales,
Creation of Accounts does not logically name Sites
G'day, When an account is created, it automatically creates a site called "Common Site". While this may be fine if only one or two sites are created at a time, when multiple sites are being created you end up with numerous sites called "Common Site" and therefore you have to go into each one and change the name to reflect the Account to make it slightly easier to create requests. Rather than creating "Common Site", it should have some reference to the parent Account, eg "Account Site". Rgds Ben
Support E-Mail Address - What's it for?
Hey, So, i'm just setting up SD+MSP and am importing the accounts but can't seem to get my head around the Support E-Mail Address field. I see that it needs to be unique and i see the note that is there: Specify the ’To’ address to which e-mail requests will be sent by a requester from this account. Any replies sent to requesters from this account are also sent using this e-mail address. Can someone rework how this e-mail address is used? thanks, dean
AD Sync and System Scanning
Hi, I have a question here that i have hosted SDP MSP in my Data center and i have 1 client on remote location. Eg Network1 is remote location client network name. How do I Sync the AD of Network1 Client with my SDP MSP. How do I Scan System of Network1 Client in my SDP MSP. And how many account we can create if i have 10 technician license.
Remote Control within network issues Windows 7
I am having issues with the remote control within network. assets > workstatios > laptop1 >remote control within network, Then the connect remote workstation wiondow pops up and starts installing the agent.exe (installs ok) and trys to authenticate your connection with the user/laptop. The authenticate your connection window is not poping up on the user side. all workstation on the network are laptops running windows 7 64-bit Professional. all laptops are scan in to asset > workstations I have
Errors in System log details
Receiving messages in log details like "Exception while updating the Requester details" "Going to clear report cache directory for the technician".Please let us know why these errors are generating.
Can I get new requesters to be automatically be added to an account based on their email domain
Hi, Can I get new requesters to be automatically be added to an account based on their email domain. For example if a new person who is not currently setup as a requester sends an email to helpdesk@msp.com . Eg I want from address of name@cust1.com to be created in the cust1 account common site. or any new requesters from @cust1 to be created in the cust1 account common site. I want from address of name@cust2.com to autobe created in the cust2 account common site. we have many customers
No Categories available for new requests after update to 7.6
Yesterday night I made the update of SDPlus MSP from 7.5 to 7.6. Everything worked fine without any error messages. Since the update there are some troubles with the account-based categories. We have 7 categories and all of them have the "This category is applicable for all accounts"-Box checked. When we now create a new request the Category (and Item and SubItem) Dropdown is empty independent of which Account/Site is selected. If we leave the Category empty and edit the request after the creation
Two ServiceDesks in a mail loop
We provide service to a customer who also uses ServiceDesk. I'm sure this situation must have come up before, but we're getting mail loops, when our customer forwards a mail from within their ServiceDesk to ours, which creates a request and an acknowledgement email, which in turn creates a new request in their system, and so on. The only way I can think to stop this is with a multiple line spam filter (on sender and description), but this will still create one incorrect request. Has anyone come
Assigning Business Rules per Account
Does anyone know if you can assign business rules per account on ServiceDesk Plus MSP? Basically, we have a number of companies that we support. At present, when a ticket is logged it has a generic email that is sent to say that we have recieved their request, this is the ticket number etc. Now, for internal requests, I would like to have a message that says "If your request is urgent, please call IT Support on xxx and we will assist you". I do not want this to go to any of our external customers
Unable to upgrade to 7.6
I've just posted this under the 'Start a discussion' area but have just spotted the 'Report a problem' area - apologies for the duplication. Hi - I am experiencing issues updating to 7.6 from 7513. The steps I am undertaking are as follows: 1) Stopped SD service using the shutdown command. This doesn't work for me and the server seems to automatically restart itself. I receive the following in the wrapper.log file: ERROR | wrapper | 2011/01/06 10:52:31 | JVM exited unexpectedly. STATUS
Cannot add or update a child row: a foreign key constraint fails
I installed ServiceDesk Plus MSP (selected enterprise option) and encountered the following error: FAILURE :Database exception while updating network. : Cannot add or update a child row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,294,377,477,019. when attempting to add a network address to the scan feature under assets. The error exists on a fresh install. Other sections of the script allow updates without issue. I ran into this
Cost per hour based on Account rather than Technician
Hi, Our chargeable hourly rate is determined by the client (Account) rather than the techician performing the work. Is this supported? Thanks, Michael.
same user ID from to different companies
Hey All, I have just purchase ServiceDesk Plus - MSP 7.5 and I am having issues with the multiple account URL access. We have two clients named for eg: Company 1: site1 and Company 2: site 2 and a user with the same user ID for site 1 and site2 i can't creat the accout for the Self-Service Portal. So if I create a requetser user ID for site 1, when I try to create a requester user ID on site 2 with the same user ID I get the following error message: FAILURE :Login with same name already exists.
Odering of lists is not case insensitive.
Gday, in a lot of drop down lists etc the list of items is not logical. eg if there are items, Alpha alpha and Beta. Then the list displays: Alpha Beta alpha When it should be: Alpha alpha Beta The reason this becomes an issue is because we have a few companies whose names are specifically in lower case, so they get put to the bottom of the Account list, for example. Rgds Ben.
multiple active directory
hi i intalled centerlite msp and servicedesk plus MSP integrated, and when add news publics domain to import ou for integrated autentication for my customers not puch OU to import users. my installation are in one datacenter and my clientes in the others networks, ho to comunicate with this domains???
Unable to reassign a Request to a new Account
G'day, Occasionally we get requests that are assigned to the wrong Site/Account, either by accident or by the system. This also affects the "Requestor, but we have managed to work out how to change this. The issue is that there is NO way to change the Account for a Request. So that means that we are unable to run reports that accurately pickup the time logged against work orders. Rgds Ben
Deletion of Account does not remove sites or Requestors
G'day, When an account is deleted, it does not remove the associated sites nor does it remove any Requestors that are tied to these sites. While we can run the various MySQL queries to determine the orphan sites, and then run the query to work out which requestors etc are affected, this is clearly not the way it should be done as there are probably other items in teh database that are also not cleaned up properly. Can you please provide a supported SQL query that will purge the database of any orphan
Critical Error while invoking backup - Backup Scheduling
Hi, Post support with the Problem: http://forums.manageengine.com/topic/failures-adding-technician-and-sites-ghosts I delete de back-ups from the Backup Scheduling Section. and Edit the Schedule to run. When the task run then SDP MSP report this messages: Attached the support file. Product Name : ManageEngine ServiceDesk Plus - MSP 7.5.1 License Type : Registered Version Product Edition : MSPProfessional Licensed To : CLAdirect Inc Company Name : CLAdirect Inc Max. Number of Technician Logins :
Relationship of assets
Dear sirs: We contact with you because we have two consult in Service Desk Plus-MSP: We make the relationship of assets and the field "Business Services", we add the services that we provides to the assets, but these services don´t enter. Why? In the table "Used by", in the case that two or more users use the same assets. How could reflect this asset is used by more of one person? I attach example for better understanding. Greetings
Notification Problem
So I have a problem with getting a notification to work. When we get a ticket from Quest's Qcontrol ticketing system, it sends it SDP. I had to add their email address to the junk mail list in the notifications area because when SDP would reply with their ticket number, they would reply saying thank you for the reply and in a loop it would go. The problem is now when Quest sends us an email I cannot get SDP to send ANY notifications to us that a new ticket has been opened by them. How do I resolve
MySQL test for Nagios
We're running ServiceDesk Plus MSP on CentOS 5.5. I want to monitor the number of unassigned requests with a MySQL query. All I need the check to return is a number, as it will feed into our Nagios system, so we can trigger alerts for our engineers. All the checks I've found for this on the forums are massive, and return too much information (and my MySQL knowledge isn't enough to reduce the query down!). Hope someone can help!
How to change account that request is logged under
I am evaluating ServiceDesk Plus MSP for our ticketing system, and have come across one thing which is stopping me from purchasing the product straight away. currently have a mailbox called servicedesk@company.com which we have configured in the mail settings. And we have many aliases for each individual client/account client1@company.com client2@company.com client3@company.com On occassion we have people sending emails through to servicedesk@company.com. If these requesters aren't
Cannot close any request
Hi, We're trialing service desk Plus MSP and it's pretty good so far. Only problem is that nobody can close any requests at all. Whether we edit the request to change the status to closed or close them from the requests tab, nothing happens. The page reload with no errors and the request stays open.
Make remote connection from anywhere - Service Pack 7512
ManageEngine Servicedesk Plus - MSP has released its latest upgrade pack over 7500 and is available for download now. We are glad to introduce a Remote control functionality with the capabilty of making connection over internet and access any computer across networks.This feature will be a added value for Managed Service Providers to access client's desktop from a remote location. ServiceDesk Plus - MSP has integrated with Zoho Assist, and one concurrent session with unlimited number of meetings
Service Desk Plus MSP start up on Boot in Fedora 13
I have successfully installed and done a test run of Service Desk Plus MSP 7.5.1 in Fedora 13. I have followed the steps in the following post : http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002657457 But for some reason it does not start at boot up. I have tried several different things for several hours with no luck. Is that startup script in the post that I linked incorrect for this version of MSP? Please help. Thanks in advance. Nic Young
Cannot connect to gmail mailbox
We recently migrated our email from Exchange to Google Apps. However, when I go into my Mail Server Settings and set up the account, MSP is unable to connect to the mailbox. I am using IMAP, the mail server address is imap.google.com on port 993. When I try to save the settings I get the following error message : FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I can connect to the mailbox through gmail
paste a picture into request body from clipboard
hey , i tried to paste picture from clipboard and it doesnt work , is their a way to do it ? Doron Hacham.
error adjusting requesters
I've created several requesters and pointed them to the proper center in the account. So far, so good. But, when I change the properties for an existing requesters (e.g. adding a phone number) and I click 'save', the selected center has been changed to the first listed center of the account. (The department is also resetted to the first in the list). To avoid this problem we also need to change the center/department every time we adjust a property of the requester. This is happening for all our requesters.
Reminders Not Working
The reminders are not autoemailing since the new service pack. Anyone else having this issue?
Failures Adding Technician and Sites Ghosts
I'm stuck, need assistance I deleted the technicians who had created and now I can not recreate them, in addition when I try to edit technical administrator also fails Also, I deleted the sites that had created earlier and create the needed again. but still appear in the list of sites for setting up departments or technical. What i need to do to recreate technicians and remove the sites from the list? Attached file support. Product Name : ManageEngine ServiceDesk Plus - MSP 7.5.1 License Type :
Request Bug
When I click in the New Request, its show the blank screen, where dont show the request fields (as the image attached show)
Recover a deleted request
Is it possible to recover a deleted request? Or, is there some kind of ME event log that tracks what happens to requests and who done it?
Can't shutdown Service Desk 7.5 MSP
Hi, I'm looking to perform a backup and apply the latest SP but I'm unable to shutdown the server by either clicking on the Shutdown ServiceDeskPlus Icon on my start menu or running 'shutdown.bat'. The contents of the wrapper are as follows: ERROR | wrapper | 2010/03/31 20:43:03 | JVM exited unexpectedly. STATUS | wrapper | 2010/03/31 20:43:08 | Launching a JVM... INFO | jvm 3 | 2010/03/31 20:43:10 | This copy is licensed to ManageEngine INFO | jvm 3 | 2010/03/31 20:43:10 | INFO
I need a MIB for CentOS so I can monitor CPU, Memory Utilization, etc, please advise
I need a MIB for CentOS so I can monitor CPU, Memory Utilization, etc, please advise
Requester - Portal Access
Dear All, Creating or importinag a user if you have multiple account a URL to access the different portal, you cannot restrict the access to one portal. A Portal http:\\servicedeskmsp:8080\CustomerX and a portal http:\\servicedeskmsp:8080\CustomerY are both accessible by a requester X (where this requester is linked to the Account X and not the account Y) Thanks for your advice,
How do I disable a technician
We would like to disable (instead of deleting) a technician so that we keep past activity and related requests. How do we do that ?
Message: 'document.GroupAction.SITEID.options.length' is null or not an object
Hi, i am getting the below error in my IE browser when i click on the groups sections under MSP details. can someone please advise why i get this error and why i cant add any technician to the defualt setting groups??? Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.0; Trident/4.0; SLCC1; .NET CLR 2.0.50727; .NET CLR 3.5.30729; MS-RTC LM 8; OfficeLiveConnector.1.3; OfficeLivePatch.0.0; .NET CLR 3.0.30729) Timestamp: Tue, 2 Feb 2010 13:26:35 UTC Message: 'document.GroupAction.SITEID.options.length'
Purchase Order Approval URL missing port
Hi, We're running into a problem with using the purchase order module. Currently the approval email that goes out to the to "submit the PO for approval" contains a wrong url. For example. the url in the email is: http://our.domain.com/POApproval?dId=01lZSVHZeD5vDIAr//wy2HZZ6VzBZuPx02GVWUETgJ6mvcMvOQb9Lg==&app=7_-89_7_-88_49_-32_-5_-77 but of course, this doesn't work because it should be http://our.domain.com:8888/POApproval?dId=01lZSVHZeD5vDIAr//wy2HZZ6VzBZuPx02GVWUETgJ6mvcMvOQb9Lg==&app=7_-89_7_-88_49_-32_-5_-77
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