Unable to restore a backup to a different server
We need to move our SD to another server. We upgraded SD at our old server to v.7.6 b. We also installed the same latest version to a new server. We made a backup from the old server and now we can't restore it to a new server. RestoreData tries to restore it but when it gets to the end, we get errors: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ================================================QUERY = INSERT INTO wordoccurren ces
Edit or delete Canned Responses
Hi, I'm trying to find where I can edit a canned response that I created? Whereabouts are the canned responses stored? - I can't find them anywhere Thanks Mike
How to change Success page after New Request from API
I have created a form on our intranet to create a new request. This works great. However, our users are claling because they think it is broken. See the attached image. How do I change the success page???
is there any option to uninstall software from remote PC ?
Hi is there any option to uninstall software from remote PC ? please advice Thanks
RedirectURL setting
Hi, When upgrading to 7606, a parameter was added to the globalconfigs table for REDIRECTURL which I could set to false so that I could have full access to the servicedesk when I used my iPhone to access it. After upgrading to the latest release (7608), it seems that has been removed again? Can I manually add this back in to stop the annoying forced use of a mobile version that lets me do very little? Thanks, Bryan
windows server 2008 active directory integration
Dear support team, while configuring SD+ to import requesters from active directory 2008 the import process loops with out displaying any result. is this a windows server 2008 issue ? it would be a pain to handle users locally in SD+ please help in solving this issue ASAP. regards,
Technicans closing tickets without resolving
Would I always want a technician to set the ticket status to resolved before closing? If so how can I do this? I have a technican who closes the ticket instead of setting it to resolved and letting the user decide if it is closed. Is there a better way of handling this? Mitch
SSO
How can I enable SSO with AD enabled ServiceDesk Plus 5.5.0 Thanks
cannot forward mail containing an image
Hi When sending a mail from a request (by clicking forward or reply button underneath the request desciption), and when the description of the request is containing an image, we get a 'Sending notification failed.' error. The mail is not sent then. We have to remove the image from the mail. The mail is sent out then. Thanks for any help Marc
import calendar data (leaves, holidays) via SQL into SD+
Hello 1) I would like to import (on a daily basis via scheduler) calendar data via SQL into SD+. The idea behind is to export agenda data (like holidays, absence, training, shifts, ...) from our groupware system and to import this data into SD+ in order to have a) a synchronisation (one-directional, unsynchrone) with our group agenda b) to be able to make a better planning in SD+ Which table(s) do I have to update in the servicedeskplus database? Could anyone give me some help on the corresponding
When completing a resoltuion is it possible to append it to a current solution?
When completing a resoltuion is it possible to append it to a current solution? I am trying to find a way to make this possible, as to cut down on repete solutions in the system.
Technician Roles & Permissions
When assigning multiple roles to a technician that includes different permissions within the same module, for example, I have two roles created. One role allows technicians to View Only All Requests. I have another role that allows technicians to View, Edit, & Add only those Requests assigned to him/her or their group. If I then assign both roles to a single technician, I would expect the technician to only be able to view, edit, add his/her assigned requests and any requests in his/her groups and
Show site details on request page
On a request page technicians are shown relevant requester details (name, telephone, asset, etc); however it would be useful for them to be able to see site information for where the requester is based as well (for example, we keep the ADSL line number and router IP in the "Fax" and "Web URL" sections). This would negate the need to open a separate page, go to "Admin", then find a site (for which there is no search, just manual finding) in order to see these details. Is this possible up to the
Linux or VMware ESX as Assets
Hi, I would like to know if its possible to add as assets the Linux or VMware ESX Server Machines. Thanks and regards Oscar Moya Valenzuela INTERPLANET GROUP
Case sensitive usernames
After upgrading to 7504 recently (went through many upgrades at once), I've found that you no longer have to select your domain to logon to. This is a nice feature. However it is picking up the username field as case sensitive and therefore some users only get the option for local authentication after they capitalize something in their name. This seems kinda crazy, is there any way to fix this? Workarounds? Thanks in advance. Jon
Assets (servers) with multiple IPs
Hi, SD+ 7.6.0 Build 7608 We have servers with multiple IPs on one single NIC. Is there a way to get all IPs listed on the asset? As far as I can see only one IP is listed under "Network Details" on the asset. We run a "network scan" on a IP subnet containing all the IPs that the server has on the NIC, but only one IP is showing up on the asset. The servers is a standard Windows server. Any ideas as to get all the IPs listed? /Ulrik
Request Approval
Hi, Let me explain a situation: We need a special type of request regarding adding/modifying or deleting users in the network. As obviously this kind of request needs an approval from a manager. Will be great if we can add a comercial rule for a category (ex. User Administration ) so automatically the systems sends an email to the right approval manager with a link to approve the request. Thanks Pablo
Adding Multiple Licenses to one Piece of Software
Morning Guys & Gals, I'm pretty sure I can't do this but want to check. We have a piece of mining software that has 10 named licenses. However within these named licenses are two categories for different uses which have 5 named licenses each. What I would like is the ability to apply the 10 licenses as per usual to 10 installations of the software. However I would also like to apply another licenses for the sub-category to the same piece of software. Diagram incase that was confusing:
Return Technician to Requester
Is there a way to return a Technician to a standard Requester? We have a user that was a Technician but now he changed jobs. We do not want to lost the Requests that he has under his name however. Is there a way to do this? Thanks Justin
Utilise ServiceDesk Plus d/b to produce NetViz Diagrams
I would like to use NetViz to produce the infastructure (site, racks, floor) diagrams. If anyone has achieved this before can they supply the names of the fields/tables to map to achieve the basic objective, or suggest an alternative for producing this information. Many thanks in advance. David Gordon
loggin erros
all my AD users are unable to login onto servicedesk plus 5.5.0 "error username and password" invalid. I am afraid to loose my data if i have to reinstall the software again bt how can i trouble shoot ths one. I have previous disabled the default Administrator account i can only login local with guest account Frustated please assist.
Report module
In "Report" module, I need a complete list of software with "Type = Managed" and order by "Softwarename, Workstationname" and with a subtotal by Softwarename.
Unable to raise new ticket
I have been setting up a number of techs who will not have full access to the system (our current techs have the SDAdmin Role). The new techs have a custom made role - 'Standard Tech' and nothing else however, when they try to raise a new ticket, the following error occurs - Request does not fall under your permitted scope.So you are not authorized to update the same Obviously I have some settings incorrect but I don't know what! Please help. Thank you
Re-open closed PO
Is there a way to edit a closed PO? or re-open it for editing?
Problems scanning Apple
Trying to scan our Apple computers, and I tried both scanning from the Workstation being entered into the system and also the network scan. However, they both show this error: Connection to RPC server in the workstation failed. Troubleshoot Which is pointing at the Windows Firewall in your troubleshooting steps. Thanks fro the help
Post-hotfix installation error - build 7608
After installing hotfix build 7608, we are intermittently receiving the following error: "Error has occurred during response. Please view the error window for more details." However, it does not spawn an error window. It spawns a new login window or a badly formatted GUI view. There does not seem to be any specific action that is performed. It can be after saving a request or changing values, to just a random pop-up after a period of inactivity on a standard view. Windows Server 2008 - Application
Printing a Request prints only half of the text, because of the scrolling area
When in a Request and navigating to Actions > Print Preview, all the Request-text is being displayed in a scrolling area. Internet Explorer is not capable of printing this inline-scrolling-area correctly. Workaround is, to select the text one wants to print manually. But this is a very unconvenient solution. You should fix the Print Preview-dialog in order not to use any scrolling areas.
Adding survey in close request page...
Hi, is it possible add a survey in close request page or we can put the survey link in the request close page? thanks and regrats. Murat Şikar.
Alert group members by Email, when a new request is resolved or put on hold
I would like to see an additional feature added to SD within notifications that will email group members when a request has been put either on hold or resolved. This will aid in tracking the request to completion.
Auto populate the CC field
Hi there. I hope somone can help me. We have 2 helpdesk email boxes here, one called helpdesk@ and one called servicedesk@ Basically, how do we configure Service desk to always add the servicedesk@ email address into the CC box when doing a reply from within service desk. Is there anyway that we can do this? Regards
How's SDP hotfix 7608 going for folks?
Hi, The hotfix 7608 has been out for a couple weeks now, and searching the forums returns only a couple of what look like isolated issues. I'd be interested to hear feedback from anyone who has upgraded as I want to upgrade from 7605. I notice that the SDP Known Issue List doesn't appear to have identified any high priority issues for 7609. Thanks, Rich
Asset population
Currently my firm has 200+ workstations attached to our scan. What we would like to accomplish is to be able to trace from the asset tab any single peice of hardware to a specific machine or workstation. Currently the only items populated in the Asset tabs are assets that have been put through the Purchase Order process. Even after scanning, the system will not populate the asset tab with already distributed computer peripherals. I was wondering if there is anyway to do this? I.E. if Jane Doe has
Delete RoboTechnician Template
Hi, We do not use the RoboTech and haven't got it as part of our licence. As such, how do we remove the Template from our list? There is no option to delete this as it is greyed out. Many thanks,
Recieved Group Email Notification when ticket created with status = closed
Hi Support, When I create Ticket and place it in one Group which easy for technician inside this group to view or edit in future if required, but every time created Ticket with Status = Closed and place in one group, the system always send notification email to group member that I have set. I want system send notification email to group member only when the Ticket created with Status=Open. How can I disable Notification Email to Group Member if the ticket was created with status=Closed? Regards,
Notification of request assignment to specific technician
Hello everyone, we are experience problems with the notification of request assignment to a specific technician after applied a specific business rule. This business rule is executed after a categoritation of request and assigns automatically the group and technician. When we do this, the notification doesn't work but if we do assignment manually the notification works perfectly. Another difference, it’s that all technicians except this, are exported from AD with their credentials. This technician
HTTP 500 error while trying to close a ticket
We have SDP 7.6.0, build 7602 running on a Win2K3 R2 SP2 VM, and I have admin rights. Today (wasn't this way Friday) I can't open a ticket, and if someone else opens the ticket, when I try to close it, I get this HTTP 500 Error: Apache Tomcat/5.0.28 - Error report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Manually added software gets removed again on scan
Hi guys, This should be reproducable: Manually add/create a software package (assume this one does not get scanned automatically because this is a custom made application and is just a copy action to the file system, and not an actual setup file to install it - we indeed have vendor-specific custom made software). Make it's software type Managed. Add the appropriate licenses if neccessary (i did) Go to the workstation that has the software, then click Relations tab, then Add Relation --> Container
please help me with a mysql query report
Dear support team , please help me create a query report that our new boss asked. we are using version 7604 and MySql. the report is a MONTHLY report , its' columns are : 1. ID : not request id, but the sequence number of record in this report, starting from 1 2. Create Time: request created time , displayed as yyyy-mm-dd hh:mm:ss 3. Dept: the requester's department 4. Requester: the requester name 5. Tel: the requester's phone number 6. Engineer: the first technicain assigned to this request 7.
I can not import the new staff from the active directory.
Sir/ Mam, I can not import the new staff from the active directory. Is there any log which I can view to check. Regards, Hassan
User cannot search Solutions
I've just noticed that ordinary users are not able to search our solutions database. Reps can search the database. When the ordinary user logs out the exit page gives them a summary of recent and popular solutions and from here they are able to view and them and search the databse, however thay cannot do any of this while logged in. ManageEngine SupportCenter Plus Version 7.5.0 Build 7507
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