Installing Agent on Remote Computer
Hi, I'm wondering about the prerequisites for installing the "agent" on every computer that is included in the database of the program? Kindly I want to know how to do that? Thanks in advance
Scheduling Asset Scans
Hello, We're using ServiceDesk Plus in a global environment. It would be beneficial for me to be able to run automated scans for different AD OUs at different times to ensure that the systems at that site are powered up. Right now I have one scheduled scan, but that means that I have to manually scan the OUs of the sites that are not open at the scheduled time. Is there a way to add additional schedules? It would be even better if I could add one schedule per OU (or group of OUs). Thanks!
Adding Users - Old Work-around Not Working
Hi. Sorry, but I can't find the thread in which someone helped me with this previously.....didn't mean to double-up on similar threads. Anyway... when I first got going with SDP, when it came time to add users, I could not use the domain import feature, because I'm just one small department on a large campus, and didn't want all of those accounts in my SDP. So, someone here gave me a way to do it....I'd create a user account within the SDP system, and then log into SQL and run a couple commands.
Military time
Is it possible to change the display time in ServiceDesk from Military time (24 hour) to standard time (12 hour)?
Send notifications on email request ONLY
We receive most of our requests through email, but a number of them are also received as walk-in tickets or over the phone, and are hand-entered into SD+. I currently have the notification rules set to send an email whenever a new request is created. However, this means I get notifications for requests such as when our level I tech enters a ticket for routine maintenance, which I don't need to see. Is there any way to filter the notifications so I'm only notified when a request is created by
Survey E-mail
How can we set the survey so that the survey result of that particular survey goes to the Technician who have attended the call or it goes to a particular Technician all the time. Thanks
Business Rule based on time of day ?
I want to setup a rule or escalation that pages the oncall tech when a ticket is created, but only after hours. Right now there doesnt appear to be a way to evaluate based on 'creation time' is there anyway anyone can think of to do this ? Right now they page all day which gets annoying ..
SD 7.6 restore fails on Windows 2008 R2
I implemented SD+ several times during the last three years with no issues. This time I decided to build a fresh Windows 2008 R2 server for SD+. The installation went OK but when I tried to restore a backup file it failed with "Access Denied" error. Here is the configuration: Server Hardware: HP Proliant DL120 G6, 8GB memory and two 250GB SATA drives in a mirror set. OS: Windows 2008 R2 (which is 64 bit). SD+ Enterprise 7.6 Old Installation: SD+ Enterprise 7.6 on Windows XP SP3 (still within the
7605 : Hotfix Released
Dear Users, An Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Enhancements in this Service Pack SD-25985 : Quick search to view the request details based on Request ID from the request list view. NOTE : Behavior change : Request ID based search has been removed from the request search in the left panel. SD-25168 : Adding 'Employee id' column in the requester search window which appeared
The server encountered an internal error () that prevented it from fulfilling this request.
Dear Team, Getting following error while configuring the outgoing mail server . Advent serivice desk server 7.5.0 build 7506 Database Mssql Can any one help : Urgent : Thanks in advance .... Name : Sunay Shivalkar Contact No : 9987543054 exception javax.servlet.ServletException: Mail sending failed.
org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
org.apache.jsp.approval.SubmitForApproval_jsp._jspService(SubmitForApproval_jsp.java:261)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.action.RequestProcessor.internalModuleRelativeForward(RequestProcessor.java:1012)
org.apache.struts.action.RequestProcessor.processForward(RequestProcessor.java:582)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:260)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Report of Open Changes
Hi, can anyone help me? I like to have a report of all Open Changes with their details, especially the tasks and status? I think it must be possible ut how Regards, Jeroen
Invisible Attachments with Exchange Sever 2007
Since upgrading to Exchange 2007, e-mails from SD+, builds 7015 & 7017, with attachments do not show the attachments from Outlook 2003 & Outlook 2007. The attachments do show up in blackberries from the same mailboxes. The attachments can be seen in Outlook if you use File, Save As, or Forward. There are documented issues in the MS Knowledgebase that are similar and our servers are patched accordingly. The only application causing us grief is SD+. E-mails with attachments from all other SMTP sources
Available Site for technician: empty
hi, i configured the sites on SDP and now i'm trying to associate technician to that site. In available site in Users - Technician i have nothing and i find in associated sites "Not in any site" There is step that i could miss in configuring it? Thanks
Migrating SDP
Hi, We are switching off our old SD+ and SQL servers so we have to move the installation to new machines. What is the proper way of moving the SD+ installation to a new server, and also the SQL database from the old MSSQL 2005 server to a new MSSQL 2008?
Start New Request - Customer search question
I am using an eval version of ServiceDesk Plus. When our customers call, they provide either their location's telephone number OR customer number. When creating a new telephone request, how do I search Contacts on these two elements? It appears that you can only search on "Name." Even if I populate the "Name" with the customer number, how would I search on phone number?
How to search for customers
I am new to support desk and working with the trial version. We support retail point of sale software. When a customer calls he can provide us with customer name or the store's telephone number in order for us to bring up the customer record. Is it possible to search on more than one field when creating a new request? It seems as though there is only an ability to search on "Name".
TrimmedBackup files have used all available disk space
Our install of SDP v6012 has crashed out, there is no disk space left for it to operate. under \Adventnet\ME\ServiceDesk\trimmedbackup we can see that a 5mb file has been created every 10mins. Please advise how we can free up some disk space and avoid having these files being created every 10mins without being deleted.
How to change required fields on OPENing a request ?
I need to require that users pick category and a few other fields before they can submit a request but I can't find anywhere to set this. You can set required fields for CLOSING a request but can you not set required fields for them to open one ?
Remote Control from ServiceDesk - Experience?
Hi all! Anyone with experience using the Remote Access control from ServiceDesk is welcomed to place their opinions. How does the control work over a WAN connection? How does the control work via NAT firewall for remote users over internet? We are using WebEx, and are looking for other options. So far, I can see that LAN, while not great, works well enough to get work done. Thanks!
Issue with scanning in thin clients please can you help resolve Connection to RPC server in the workstation failed
Issue scanning in thin client using windows xp service pack 3 no firewall is enabled have checked dcom and wmi get the following error message. Connection to RPC server in the workstation failed. Please can you resolve asap
How to stop sheduled PC scan
I cant stop scheduled PC scan on SDP. I create schedule scan in web form http://SDPServer/SetUpWizard.do?forwardTo=netDefconfig but this was big mistake. It began scan my huge domain. I disable schedule scan in web form but schedule task don't stop. HOW TO STOP IT? Maybe in DB? There is table Schedule with row. I manually set ADMIN_STATUS column to Disable. 4 WorkstationSchedule No Description Disable 106 5 WorkstationRediscovery No Description Disable 107 there is table Task_input where task schedule
Java error when selecting certain options
Hi all, I am running ServiceDesk Plus as well as Neflow Analyzer on the same machine. Virtual 64bit Centos Linux 5.4 Netflow analyzer works 100% I have this issue on ServiceDesk that when I select certain options, I get a Java error. For instance, I can log requests, but if I select the "Solutions" button, I get the following Java 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
Change Technician Login
Hi, One of my Technicians have left the Org and I want to MOVE (i.e., change the login name) this Technician login to the new joinee. How can I do the same. Mukesh Garg
Service Desk Does Not Start After Installation.
Dear Sir, I have installed the Service Desk Plus 7.6 and after installation and running the run.bat I have the following stop error and the service does not start at all and the icon does not come either. D:\ManageEngine\ServiceDesk\bin>run =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: D:\ManageEngine\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=D:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
Changing "groups" - consequences to existing tickets?
Are there any consequences or side-effects to changing groups on existing tickets? Prior to the establishment of "Sites", we built groups based on Location. Now that we have sites, we need to setup "Groups" to be of similar work requests (Desktop Systems, Telecommunications, ERP, etc). If I delete groups, and add new ones, what can I expect from existing tickets and our reports? If there are side-effects, what can I do to alleviate them? Thanks so much!
SLA reminders
Hello - is there any way to setup service desk to email technicians before a call goes past it's due date??? I would like a reminder to go out 1 hour before a call breaches and prevent pointless (forgetful) breaches. Thank you. PEter
ServiceDesk Hardware Requirements
Hello, I need some information. First of all, is there any chance to install this software in a shared hosting plan. I read somewhere that it is possible if you have Telnet/SSH rights. Now, let's imagine a normal situation, where I am quite limited. Isn't there a version to upload? Not a .exe file? Or maybe install it in my computer, and upload the 200 MB, would that work? Their concern is with the security of the file, apparently. Now, imagine I COULD upload it, what hardware requirements should
Purchase Order Numbers
Hello - I am in the process of upgrading to the current version - which I understand is now 7606. We were at 7014 and currently are running 7514 so I have a few steps to get to the current. However, I have run into an issue that I don't understand related to assigning Purchase Order Numbers. We have been using a letter as the first character of the PO number but when I try to enter this I get a database error [FAILURE :Database exception setting default configuration. Please report the problem
Purge Inventory in SD Plus 7.6
Hi, Now i have SD 7.6 over SQL 2005, with several old objects in the inventory. I need to purge inventory to send a scan process and discover the actual status of workstations in the network. How can i purge the inventory totally? thanks.
Software and last logged on user
Is it possible to create a query report where you search for a specified scanned software (office) and then return computername and last logged on user on the computer? I know the last logged on user is picked up when scanning the computers, but I can´t get it together in a query. Kind regards Stefan Sehlberg
Can't delete folder structure after installing 7508 upgrade...
So I'm trying to delete the complete Advent folder structure to start over again.. however the upgrade procedure to 7508 creates folder lengths that are too long. Windows cannot delete them. Case in point: This is a REAL folder in the distribution create by the upgrade process : C:\AdventNet\ME\ServiceDesk\Patch\AdventNet_ManageEngine_ServiceDesk_Plus-7.5.0-SP-0.8.0\SERVICEDESK\applications\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF\lib\SDJSPClasses.jar\com\adventnet\servicedesk\servlet
HTTPS secured link in $requestlink
In the notification email's $RequestLink, the HTTPS address is sent to requestor as HTTP even though the template shows proper link. How can the server be set so that the ServiceDesk does not reset the link to HTTP?
Condition in Business rule
Hi, I have created my own status like "Forwarding" and I want it to be used in condition in Business Rule when requesting was updated. But inside Business Rule, I cannot find any Status in condition. Is it possible? Thanks, SOPHAL.
Possible to amend resolution or completed dates?
Hi, Sometimes we forget to put requests onhold, or carry out the work but forget to update the request - is it possible to go back and amend the completion or resolution dates on requests? I appreciate that only admin users should have this sort of access, but it would be useful to 'correct' mistakes on requests. Thanks, Rich
keyboard shortcuts?
Are there any keyboard shortcuts for SDP? One for 'New Request' specifically would be great. having to move to the mouse is a big slow down. thanks!
How to access SD+ database from my SQL client
Hi Guys, I have downloaded the free version of TOAD for MYSQL. Now i would like to access the database on the server to query on the data. For some reson i'm unable to connect to the database when i use port 33666 i get an instant 100061 error. The web runs on port 8888 so when i use that as my connection port the connect wait for 10 seconds and give a message that it is unable to logon. Can someone explain step by step how to connect using tools like toad.
Technician Availability Chart - Changing Unavailability Colours
Hi I am looking at showing when a technician is not available for support because they are working on projects. Unfotunately if i use "Leave Types" then the colour on the scheduler is RED which is the same colour as when they are on annual leave or sick leave. Is their a way of changing the colour for different "Leave Types" so that we can see they are on project work rather than not being at work at all. Thanks Mike
Request Approval
Hi all the problem is: the requester has new request, the request must approval from his manager befor it going to IT Department. the qustions is -->1- how to make the manager approval?? 2- what is the manager ? Technician Or Requester!!?? thanx for help
SDP Remote Control
I am trying to get the Remote Control feature of SDP to work. When I click the Remote Control button, a prompt is received on the target machine. After clicking to allow, I receive "FAILURE :User failed to authenticate your connection." on the Technicians end. There is no firewall on either machine. Any help is appreciated. Angelus
editing a request clears out the Group assignment.
Not sure if its really an issue, but it is an extreme annoyance. When going back to an existing request and clicking "edit" to modify it the Group assignment clears out. If you reset the group assignment, the team is notified that a request has been added to the group, even though the request was already there. I've tested this in IE7, IE8, FireFox, Chrome, and Safari. Each browser does the same thing, so it seems to be an issue with ServiceDesk or I'm going crazy. Anyone else see anything
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