Searching in Request conversations
Hello We often need to search in the request conversations as well. Thanks for implementing this search Regards, Marc
ERROR 2002 (HY000): Can't connect to local MySQL server through socket
Hi I installed ServiceDesk Plus 8.0 in debian server. I trying connect to the mysql server using this credentials user: root password: blank port: 33366 and the server said ERROR 2002 (HY000): Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2). Regards Terry
Allow Requester to see request Work Log
As of the current build (7.5.0 7506), the Requester does not have permissions to see a request's Work Log. We would like the ability to grant that permission.
Pragmatic CMDB Design
Does anyone know of a resource to help design our CMDB? Anyone willing to share how they setup their Services and Relationships? Anyone using the Document CI? If so, how did you implement? Thanks for your time... just getting going so any tips / tricks to help make sure we lift off smoothly would be appreciated! Cameron
Data archiving : requests archived but not created or closed before
Hi, I'm testing data archiving on a testing environment (SDP 8022) before a go to production. Everything runs well but 3 requests (1800 done). Rule is : request status is closed and closed data is before 3 years. These 3 requests have been created in 2010/2011 by duplicating older closed requests. Completed time is null. I'm not sure about the behavior of SDP in that case. Is there a problem with duplicated request when archiving ? best regards, jeff
Notification and Outgoing Mail fails (SSL)
Running Free Version SDP on a Windows 7 machine. My incoming mail works with SSL and Port 995. (no cert generated) My outgoing mail and my notifications will not work with SLL and Port 465. I've tried to run gencert.bat (cert.jar InstallCert server.net:995), but I get the following error: Java Virtual Machine Launcher: Failed to load Main-Class manifest attribute I also tried to run the gencert.bat on several different computers and XP but I still get the exact same error. What am I doing wrong?
Support Group description
When I create a new Support Group, the description does not appear in the Group List. Only the descriptions from older groups appear, but no new groups. Currently using 8105.
Can we route requests based upon request type (category) to a tech group without regard for site?
We are evaluating Service Desk Plus (SDP) We have several request categories that we want to go to a specific group of techs. It does not matter what site the request comes from. So far, in my evaluation, the only way to do this seems to be to 1) Make a Tech Group (TechGroup) that under Default Settings that is intended to field requests from this category type. 2) Associate each of these particular techs to every one of our sites 3) associate each of these particular techs to the TechGroup associated
Multiple requesters on one request - Is this feature in, or is it due in a service pack release??
From http://www.manageengine.com/products/service-desk/roadmap.html "In cases like New Hire, HR might be creating the new hire request and the department person might need to fill the ticket information (like Laptop / Desktop information, software information, login in AD, ...). In this case HR person and department person both will be requesters. Ability to select a requester to edit the request and fill the needed info in Service request is supported." This feature is listed as being in 8.1, but
service desk alerts
I would like to know if there’s an option in service desk where I can make an alert or a notification to the technician when he leaves a request open for a period of time.
SDP - Purchase Orders - Recording and tracking customs brokerage invoices
Hi, We have just received customs brokerage invoice from UPS for computers we ordered from USA and I don't see any place where I can record it in the system. On the one hand, customs fee is not part of the order per se, since the fee is not being paid to the vendor we ordered from so it can not be treated as shipping costs. On the other hand, this is a cost associated with this specific purchase order and it is important for the brokerage invoice to be recorded in the system. The Invoice and Payment
Backup Error
Having Backup issues. Just started today, I can not make any backups. Verion 8.0.0 Build 8026 Backups were good before today. C:\ManageEngine\ServiceDesk\bin>backupdata Starting.... May 29, 2012 2:33:37 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. May 29, 2012 2:33:37 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData :: {RELEASE={version=8.0.0}, BUILD={number=8026}} May 29, 2012 2:33:37 PM com.adventnet.servicedesk.server.utils.SDDataManager
Reassign all requests from one group to another group
Hi All, I need some clarification on an issue I'm having with SDP. We currently have requests assigned in two groups (Group A, and Group B) however, due to restructuring, I'd like to move them all to Group C. I figured the easiest way would be to select all requests in Group A and then Group B, edit them and change them to Group C. The problem is, when I try to reassign them, the only option I get is 'Leave as is' (see attached). I don't understand why this isn't permitted - it looks as though I'm
The SDP service will not start
Hi The ME ServiceDeskPlus service will not start after some problems with full disk on the SQL server. The problems with the SQL server is now solved, but I still can`t start the service. I get the message: "There may be a configuration problem: please check the logs". I guess I should send you some error logs. But I`m not quite sure which logs you want? Running SDP 8 btw. Anne
Service Catalogue in 8.1 - publishing Service details
Hi All, I know it is possible to display the SLA of a service to a requester before request is submitted. We however would like to also publish some of the other details of a Service such as: Cost: Availabilty Target: Service Support Hours: These fields are stored within the CMDB however is it possible for the requesters to see this information before submitting a request?
Translation issue
I see some untranslated English text for Russian User interface. I opened Admin -> General -> Translations and try to find these English words. But I can't find English text.You can find only Russian text. See the picture. There is aprox 10200 phrases for translation. You should click 1000 times on button Next for search the existing English text. Can you please put all phrases on one page. Or choose language for search. If I choose English, Russian translation will be deleted, i.e. I can't translate
Workstation history log
Hello everyone, Have a problem with SD asset history log. We have many PCs with Asset Scanning Agent installed. Everytime PC boots, the agent sending data to the server. The problem is, when PC is old, there are too many history records, and tab "History" opens too long. Is there is a way to delete all scan history records of the PC? Thanks in advance.
How to close a GROUP of tickets?
Hello, please, it's very important in work, how it's possible to close a pack of tickets with the same solution comment? Maybe something like selecting wanted check-boxes and adding one solution for all these topics or something else ?.. We need its function sooo much! Thanks in advance!
Tracking Images from AdventNet Website
As part of a normal install for ServiceDesk Plus, why is an image from the AdventNet website loaded? It appears to be a place holder and much more likely for tracking purposes as the image is 1px square. I would like this removed and have opened an Incident with Adventnet concerning this issue back in February and haven't heard anything back. Quietly swept under the rug??
Updating Products in PO
Hi, Hopefully a simple on. Can someone tell me how to update a Product that is available to be select in a Purchase Order. Just need to update the price of items and do not want to recreate them. Thanks for the help
Cannot start SDP
Hi, I am having problems restarting my SDP application, I have restored from a backup (And I am on the correct build level 5501). When I start up the servicedesk it sticks on 'application layer started'. When I run the Run.bat file at listes the following: ServerContainer [created] AdventNetCC [created] SQLOne Search [created] AdventNetServiceDesk [created] ServerContainer [Started] AdventNetCC [Started] SQLOne Search [Started] AdventNetServiceDesk [Failed]
cartridges reports
Hello. I was added my cartridges (over 600) to sd like assets. i need special report. what asset and how many times get state "in use" for month. catridge serial number (235) state date 49a 235 in use 15.05 85a 215 in use 14.05 85a 215 in use 19.05 assets must be in report if their state change in use-instore-in
Asset agent installed on a pc but does not reflect in scans
On my computer it shows the Manage Engine Asset Explorer Agent version 1.0.5 installed as of March 2012. Within SDPlus, after running an agent scan, my computer does not even show up in inventory. I would like to get a better understand just how this occurs and how to resolve this and other asset discovery issues. Thanks, Lisa G
Can't pickup Office 2007 license keys on Windows 7 64-bit
Hi, We're still running ServiceDesk Plus 8.0.0 We've found license key for Office 2007 gets picked up on all computers except those running Windows 7 64-bit operating system. Does anyone know if this issue can be resolved by upgrading our copy of Servicedesk to 8.1?
Weekend workdays
We have a regular cases in Russia when state sets workdays on weeekends (compensating holydays), so please add Weekend workdays list (may be in Holyday list with some 'is_workday' bit)
need some futures
Hello. 1. It would be useful if the ticket number was printed in "My approvals" view. 2. it would be useful if approver person can be view a notes of request. 3. and we want a future for a backup approver, like backup technican. Thank you.
saving after editing a Holiday doesn't refresh the page or the displayed Holiday List
I am new to ServiceDesk Plus. I am going through the Configuration Wizard. Under Organizational Details, I got to Holidays. With only New Year's day ("New Year"), Christmas and Independence Day pre-configured, I decided to add a couple. I added Memorial Day, May 28th, and clicked saved. SDP saved it. Then I realized I wanted it to be a recurring holiday. I clicked the edit icon, checked the "Check if this is a recurring holiday" check box and clicked Save. It appeared not to save. Just sat there.
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.
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