Remote control fails
I get the following error when i attempt to remote control a workstation: FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,246,991,465,708
Columns problem
Hello. I have a bug report. 1. Open a "Requests","Problems" or "Changes" 2. Open a column select dialog box and deselect all except the "select box" 3. Click the save button 4. Check the attached picture. Please help: how I can restore my columns?
MAIL_FETCHING: Error when processing mail
Good afternoon. In last several releases such situation is observed here: If the letter contains a picture (screenshot) which have sent with Microsoft Outlook 2003/2007 in format HTML, in system SDP (7.6.0 Build 7603) that letter hangs in mailbox Exchange2007, and SDP ceases to accept mail. Only removal of this letter from a mailbox and start "Mail Fetching status" solves a problem. THE REQUEST TO HELP! Error processing email with subjectOfMail : Сетевой принтер недоступен and messageid : <7FB6805C20822F49920CB8DF59F764F606550AAA98@SERVER>.
Creating a new field in the resolution section
All, I have created a new field called Technican Resolution Details and I am wanting to place this on the resolution page. I am in the Update Default Request admin template page and I cant seem to drag the field into the resolution part. Can this be done? I would like to see it on the part where the technician types in the resolution but only so that technicans can see it. I dont want requesters to see this bit. Thanks Martin
control of tables backed up
I have created a couple of additional control tables in the SD database containing essentially static data I use to provide some additional reporting functionality - grouping SLA's together as one reporting entity for instance. No UI issues and reporting works fine. The thing that has just tripped me up is the backups, they are obviously controlled by a list somewhere of the table names it should backup. So I did a full backup and the restored to a test instance to carry out an upgrade/dr test and
I would like the ability to change the Jump to URL for Service Desk Plus
I would like the ability to change the Jump to URL for Service Desk Plus, like there is in OpManager.
Hardware scan remplaces identical machine but different
Sorry if my English is not very good.I have several identical machines on my network, they differ is in the MAC address in the network card. When you do the scan all I get: Model: System Product Name Service Tag: System Serial Number Therefore, one replaces the other. And if I put it manually, it erases what I added to the above. Fields changed in the hardware of the PC, they are replaced. I need 2 extra functions. The technicians in my company have shift schedules for 24 hours, it would be good
HTTP Status 500 error on login
I am getting a Tomcat error on login to ServiceDesk Plus (see attached screen shot). I've tried logging the issue online but have had no response. I've seen this mentioned on the forums a few times but no solution is posted, has anyone fixed this before ? It's a real problem as it's locked out myself (the only system admin) and our front line helpdesk person.
Asset, Network scan
One more thing: if you scan the entire network then you get workstation model correctly, as the motherboard model. If you create manually a workstation and scan it, then the workstation model is "System Product Name".
Violation of primary key constraint 'global config_pk'
I got this error message 'Violation of primary key constraint 'global config_pk'' when I try to apply the service back 'AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-7000_01_0.ppm' Please advice Regards, Hassan
Startup issue after upgrade
The system could not start after apply the service back 'AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-7000_01_0.ppm' Please advice. Regards, Hassan
report request
Hi guys, I need some help with a report I would like to have a report for MSSQL that looks like below. I think the bigest problem is the fact that I want to use the resolved time and NOT the closed time to generate this report. ------------------------------------------------------------------------------------------------------------------------------------------------------- Resolved requests per month per level jan feb total prio 1 5 10 15 prio 1 < 4h 2 6 8 prio 1 < 8h 4 9 13 prio 2 10 20 30
Bulk Scan of IT Assets not working
manually create workstations, using their IP address only. go to Assets > Workstations select one or more workstations Actions > change credentials, just to make sure that credentials are ok; well, they are scan workstation window appears and enter correct credentials click "save and scan now" scanning window appears click close and go back to Assets > Workstations Now, one is expecting to see some update there. Well, it's not. It's the same as you left it. However, if you go to "New scan" and scan
Internet Explorer 6 support on SDP 7.6
Hi Has support for IE6 been removed? We have some clients still using IE6 and now we have moved to SDP 7.6.0 build 7603 they get a page cannot be displayed error and the URL is: http://servicedesk/ntlmv2?redirectURL= I could not see any reference to this in the upgrade notes. Many thanks Gary
SD-24265 Self Notification not working
Hi Everyone! Just installed build 7603. SD-24265 tells us that: SD-24265: Based on a configuration in the GlobalConfig Entry, self notification can be enabled. By default self notification will not be sent. To enable execute the query in the database : update globalconfig set paramvalue=false where parameter='IntelligentNotification'. I entered: C:\ManageEngine\ServiceDesk\mysql\bin>mysql.exe -u root -P 33366 servicedesk Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection
AD login with special characters in password
We have some users that have special characters in thier password like the club or diamond symbols ( ALT-NUMKEYBOARD 4) as example AD login won't allow them to login, stating invalid username or password. When you attempt to generate the symbol in the username field all you get is a bordered square. How can this be made to work, apart from telling user to not use special characters. Currently 7602, and tried in both IE and Firefox with same result. Regards, Andy
MAC settings to allow scan
what settings are needed on a MAC to allow it to be scanned from servicedesk? i've already set "Remote Login" within the sharing option TIA
Self notification emails
Any chance of getting this re-enabled? or at least providing an option to turn it back on? When I followed the command in http://forums.manageengine.com/#Topic/49000003844591 it disabled all email notification.
Create SLA for specific groups
Is there a way to create group specific SLA rather than set it at a global level? We are using version 7.6.0 build 7602.
Modifying SLA's - loss of conditions
Using 7602 I've noticed what appears to be a bug when the SLA is modified. I created a SLA with a selection of ITEMS as the control point for the SLA as well as the request type being REQUEST. That works fine, and shows the SLA as REQUEST TYPE is "Request" AND (Item is "X" or "Y" or "Z") If the line covering the ITEM is then amended the resulting SLA is REQUEST TYPE is "Request" AND ("X" or "Y" or "Z") - note ITEM is missing! Seems if the SLA is in it's original form and then a NEW selection line
Notification technician by SMS on SLA
Can we set notify technician by SMS on SLA like notify when ticket was assigned?
Site name deletion
Hi all, I am trying to remove site names but encounter "FAILURE :Site is being used by a module. Hence cannot delete it", I have gone into all requests and removed any that corresponded, But I still receive the same error. Please help Many Thanks Simon
Help enabling pass-through
Hello, I tried setting up a pass-through computer account, and the info I provided was not being accepted. I was wondering if someone could help me with the AD scripts (never really worked with scripts) it provides to try and create them from the domain controller. I just need to know where to input data into the scripts: For Example: 'CreateComputerAccount.vbs strContainer = "Does the OU go here?" strName = "Does the Computer name go here?" strPassword = "password123" strDnsDomain = "domain.parent.com"
Is anything ever fixed in this product....
without having to: 1) a re-installation of the product or 2) waiting for a service pack ? It seems like there is very little that tech support does to solve issues rather than telling everyone in the forums to "send a log", "we'll talk about that", or "wait for a service pack". As a person responsible for this system, I'd like to see more support responses of: 1) Do these steps to troubleshoot AND POST THE STEPS. 2) Actually solve an issue in the forums AND POST THE RESOLUTION I love the SDP product's
Send for recommendation history not being logged in History of Change
Change recommendations are not tracked under the History of a Change Request.
Problem Windows Domain Scan
Hi Is the problem that when you configure a domain to scan NT always requires pre-2000 format and my windows 2003 domain is configured. Thanks Hernan.
Ability to assign scripts to requests
Can you look at an option to assign scripts for Service Desk techicians to use when handling a call please. By this I mean a list of prompts of key things that need to be asked, obtained etc for a call. These will change by the type of request being handled. For us this could go down to ITEM and, or atleast subcategory, and probably should include Request Type. I tried adding a Multiline box to the request template but that only shows a couple of lines of text. Even looked at Tasks and Task templates
Unable to add a previous requestor
I have a requestor that left the company and I deleted her from the requestors list a while ago but now this person is back and I am unable to add her as it is stating that she is already in the system. Here is the error: FAILURE :Login with same name already exists. Please provide different value for Login Name. Please report the problem to the system administrator, with the Error Code - 1,265,656,729,723." Is there another place where I need to delete her so that I can re-add her? Any help would
Helpdesk Error ( Technicians Unable to see New request )
Hi We have installed ServiceDesk Plus Software ver. 7.6. WE have also created few Technicians. But those technician are unable to see the request which is created by other users. Only administrator can see all the requests. I have attached the screen shot of Error. Thanks in Advance.
servicedesk and database
Hi, Is it possible to change database from MySQL to MSSQL and move database to another server that is dedicated for Database?
Upgrade
how i can upgrade from 7.6.0 build 7951 to 7.6.0 build 7603 please your help
Global View Customization
Dear Friends How can we customize the Global View tab? I need to add Group Field in the combo where Priority, Level, Category etc are available as list; to monitor the performance and total tickets of Groups and their technicians. Thanks and Regards Abdul Majid Khan
Technician Roles Enhancement Request - Display Members of Role
Currently using 7509 My enhancement request: Please list the members of a current Role when editing it.. Team of 75 technicians, having to edit each technician to find the 4 that are a member of a certain role isn't a good use of Manager time. Thanks
Service Desk Shutdown
Dear all , I'm using service desk plus version 7602 , i have problem with services desk , sometime it's auto shutdow , this is log when shutdow ..\mysql\bin\mysqld-nt: Normal shutdown ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them What
Reply templates
Our default reply template from a request is configured to pick up details from the ticket itself such as Requester Name and Technician. I've based my other reply templates on this same logic but instead get the $Requester and $Technican in the reply rather than the value. Can't the custom templates also pull information from the request?? Jennifer
Costing Report with Sub-categories
Morning all, I have been using the below query to report out a list of all IT/Non-IT assets including the cost. However I need to edit it to show the different sub-categories of assets. Eg. Show whether a workstation is a Laptop or Desktop. Show what is a server, what is a router etc. Then when I export the report to excel, I can filter via category for ease of use. Database is: MySQL Any help appreciated! Query below (Which i grabbed off one of the many reporting threads anyway :) )
Asset reports showing warrany expiration date
Is there a report or can one be made that shows the warranty expiry date for all laptops. The field is in the assets but I don't see a report or custom reports option to show this.
Email messages in the organization
we have been requested to style all System generated email messages in the organization. We are trying to put a background image on all ManageEngine notification templates, but we haven't succeeded yet. Could you please provide me with a method to do that? or is it feasbile in anyway. Thanks in Advance Ali
Help me understand 'onhold' and request due dates
Hi, This is probably a dumb question, but when a technician changes the status of a request from 'open' to 'onhold', what happens to the due date for the request? I was assuming that the 'onhold' status should stop the due date timer, but on the request list view, the 'due by' column appears to show the original due date that would have been calculated (creation date/time + service level duration). Similarly, the 'due date' shown when I view the request is also showing the same date/time and I can't
Report Catalog
Think this got suggested a while back before the forum moved to this new home. Just to collect all the report requests produced into a easy to navigate area. The intention being that anyone looking for a report can look at the ones already available and see if any of them match or come close, sometimes the hardest part of the report is working out how to start it OR finding just one elusive field. If the reports were categorised by the area they cover, like Requests, Asset etc as per the product
Next Page