Scanning Asset Domains from across the Internet?
Just wondering if anyone knows if this is possible. Completely dropping the firewall in some locations makes it possible to connect to the AD computer, however scanning the network doesn't work... obviously this is because of the whole NAT issue, but rather than fight a ton, I thought I'd ask if there was a known solution to this... I'm assuming connecting into the local network through a VPN would be one solution... >>>Michael
7.6 Backup problem
In preparation for moving to a new server I tried to run a backup after installing 7.6 and received an error. I'm running 7.6 professional on MySQL. Text of backup attempt: C:\AdventNet\ME\ServiceDesk\bin>backupdata Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database started Nov 30, 2009 12:13:39 PM com.adventnet.servicedesk.server.utils.SDDataManager <i nit> INFO: rootDir :: .. Nov 30, 2009 12:13:39 PM com.adventnet.servicedesk.server.utils.SDDataManager
Notifications for On call staff
Hi, We have a rotating blackberry in a couple of departments that is used for on call support purposes. It would be nice if we could trigger an email to the blackberry for either a new request or problem that is created and not assigned to someone. It would be even better if we could trigger the alert based on a specific priority. I suppose a technician of 'on call' could be created, but that is a waste of licenses and doesn't address the priority portion of the request. Example 1: On call staff
Assigning assets to a site
Hi guys, We're tidying up and cleaning out our asset list and are trying to assign assets to particular geographical locations. We're pulling up all machines within a certain IP range (each site has a seperate IP range) and then in the asset search selecting all and clicking "Assign to site"However, while the system reports "Resources Assigned to Site Successfully" the site field on the asset view has not changed, nor do the machines show up on a report run to show all machines in that site. Is
Terminal Services CAL's - 7.6
We utilize Terminal Services in a Windows 2008 Environment. For this one environment, we need to track the CAL's for Terminal Services, and the CAL's for Windows Server. In addition we need to track the Server License for the actual server. How are we to track the Terminal Services and the Server CAL's separately. The Server cals can be applied to the Software, but terminal services is a service and not associated with a software. We can apply the Terminal Services CAL's to the server OS, but
Exception_Access_Violation
Receiving the following error in Wrapper.log after crash of SD+. SD+ only runs for about 4.5 minutes before crash. SD service always stays running. Also, mail fetching only work immediately after restart then fails subsequent times. INFO | jvm 1 | 2009/03/06 19:37:59 | SDPCrash-OutOfMemoryError STATUS | wrapper | 2009/03/06 19:37:59 | Filter trigger matched. Restarting JVM. INFO | jvm 1 | 2009/03/06 19:38:25 | # INFO | jvm 1 | 2009/03/06 19:38:25 | # An unexpected error has been detected by HotSpot
Can the standalone workstation scan script collect UDF data also?
If we know how to collect more data using the standalone audit VBScript, would the import routine be able to import the data into UDF fields such as UDF_CHAR1, etc? If so, how would we format the data? Dave
Notification for Closing Task in Change/Problem
When a Task is created in a Problem/Change, there is e-mail noticing the technician but when the task is closed, there is no e-mail informing the task's initiator. Is there any options to fix that?
False Preventive Maintenance Tasks
Hi! Open Preventive Maintenance Task in Admin for edit. On tab 1 (Task Template) click Save. Task succesfully saved. And new task is created right now. But why? I want only edit task, not create. Thanks.
Bug while renewing contract
Hi! After renewing contract number of new contract increased by 300.
How do you allocate a software license to an asset or user?
I have tried everything and cannot figure out how to do this. I have allocated the licenses but I am stuck. How do I proceed? Thanks, Thomas
Running a custom report gives me an error while fetching ajax response : unknown runtime error
I am running a custom report as posted by your tech team on this forum to display WO closed and the technican who closed them. Every time I run it I get the error as per the subject line. The custom report is: select aau.FIRST_NAME 'Technician', count(CASE WHEN DATEDIFF(FROM_UNIXTIME(wo.CREATEDTIME/1000),FROM_UNIXTIME(wo.COMPLETEDTIME/1000)) >= -3 and DATEDIFF(FROM_UNIXTIME(wo.CREATEDTIME/1000),FROM_UNIXTIME(wo.COMPLETEDTIME/1000)) <= -1 THEN 'More than 1 day' END ) 'More than 1 day',count(CASE WHEN
Granular Rights for Requesters
It sure would be nice to have the option to give standard requesters more granular rights--in particular: 1. Changes - Give them the ability to view their own change requests. We sometimes create change requests on behalf of end users that are responsible for various programs/systems, but they are not considered technicians. Giving them the ability to view their own change requests would be very helpful.
Newly added Asset state cannot allocate to a person or department
We have just upgraded to 7600 and noticed that the Asset state we have created cannot allocate to a person or department. The old-built 7509 allowed us to do so. The new asset state allows to track the notebooks that been allocated for home use and now it will only display home use only.
Upgraded to 7.6, Many Issues
We upgraded to 7.6, since we having the following issues; Single Sign-on is no longer working Clicking on > Assets then > Software > Software Licenses we only see "<table border="0" cellpadding="0" cellspacing" Our open requests are not accessible These are the issues we've found so far in day 1.
7.6 Upgrade...Extra Whitespace on Email Replies
This seemed to have just surfaced after our upgrade, but email responses created from within Service Desk seems to be adding about 5 extra lines before the begining of the typed email response. Is this something that is configurable? John
Connecting AD after using a csv for userimport
I am wondering if it is possible to connect AD for authentication when initially a .csv import (AD was the source) has been used for the user accounts in SDP. I am now in the situation that new users are created in our AD which were not imported initially, so I have to manually create them, which is a no option for me. I want to activate the active directory authentication but keep de request made by previously imported users linked to those users. I allready installed a new server to: Import a
Asset Software Management
I'm trying to sort out our software licensing in service desk but its proving rather frustrating. For starters, to associate minor versions, the software has to be managed, but for example adobe reader, is freeware so i want to put it under the freeware category and associate all the minor versions but i cant. We have several licences of adobe creative suite but i can't associate all the different software which comes as the package with the one license (dreamweaver, photoshop, fireworks etc) I
How to get a list of changes/problems on a specific system
Hi we need to create a list/report showing the problems/changes which have been done on the assets Is there a way to get create this list by sql? Thanks a lot for any help. Best regards, Marc
Help - need a query that returns all requestors and associated fields
Hi, to help with my new implementation of SD+ and the import of assets against the correct requestors, can someone give me a query report that lists all requestors and their basic information, eg, name, email, departement and site? Is there, on this site or elsewhere, a repository of useful query reports? Very few of the queries that I find on these forums actually run on my installation. I assume that the tables/fields have changed since they were posted on here? Many thanks, Richard
scheduled tasks with preventive/planned maintenance V 7.5
Hi all, i´m using preventive maintenance to create scheduled tasks. I created a daily task which opened a daily request at 0800 am - but only for a week :-( Now all i can do is manually run the maintenance to have my request opened. - I checked there is no unclosed request created by the task - I tried to reactivate the task by editing+saving - didn´t work. - I changed it from daily to weekly (working days) but still - no new request at 8:00 am. I would appreciate any other ideas to make my task
LDAP synchronization through openldap after upgrade to 7.6 not working
After upgrading to 7.6 we can no longer synchronize users with LDAP. The query looks the same as in 7.5.0 Build 7512 FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs We have a testsystem running 7.5.0 Build 7512 and it works fine.
Assets: Bulk Change to Server(s) fails
Hello, On 7.5.0 Build 7507 - I've scanned 80+ servers which now appear in Assets under Workstation. When I select all and chose Actions>Change as Server(s), I get a Modify Device Type Dialog with only one choice "Unknown Server". I select this and hit Save. The screen blanks and returns to Workstation with no devices having been moved. Several Questions: Is this a know error corrected by an existing hotfix? Can I tell the Asset scan to make these Servers during the initial Scan process? Where do
Problems after 7.6.0 updates
Hi, After upgrade to 7.6.0 version we have few problems... (java client upgraded to : jre 6.17) like : Scheduled report - Our report is configured to send by mail all request created at yesterday... But after the update, the scheduled report collect ALL request present in our database. !!! and after that, the report mail is not send. Manage Engine service desk plus client restart all times - We launch the client and it appear in taskbar, we trying to connect on it and the manage engine service
Reports Not Working Properly
Since updating to 7.6 from 7514 the following issue has started: We have an advanced matrix report that should show time spent on requests for the week (cost entry date). However, when the report is run it seems to pick random weeks from the beginning of SD+'s existence in our organisation. When I 'edit' the report but change nothing and re-run it, the correct data is shown for the current week. Cheers John
Asset Information
What assets scan in the Audit Setting? Currently we have the Audit Settings set to Daily scan, but what all does this scan? Just workstations, or Workstations and printers?etc Also, We added additional fields in the Asset - Additional Fields, called Product Model (Pick list) and Product Location (single-line). These are primarily regarding to Printers How can we include those fields into a query that can display the % supplies remaining for each printer listed by Product Location? Currently for the
Add Approvals information to the information provided in the Request for approval.
Add Approvals information to the information provided in the Request for approval. Our General Manager and Assistant General Managers want to see who all is being requested to approve a Change. In the area that shows the ticket information we would like to add the Approvals Tab so they see who has been sent the request for approval.
Unable to select Group when creating a request
Hi, We are having an intermittent problem where the options in the Group list are not available when creating a request. Here are the steps used to recreate (does not always fail): New request Select the Group drop down - notice list is available Select the Technician drop down - notice list is available Select requester by using the + icon Select the Group drop down - list is empty Select the Technician drop down- list is empty This is being run from a Mac 10.5 using FireFox 3.5.5. We only have
Replying to request creates a new request
Good Afternoon everyone, I've been unable to accurately recreate this issue to figure out what the problem is, but it does happen fairly often. A ticket will be submitted via email. A technician will reply to said ticket using the web interface. For whatever reason, the reply creates a new ticket as "RE: [ticket id]: ticket description." Merging the tickets has no affect, because when the requester then replies to the reply, it creates a new ticket "RE: [ticket id]: ticket description." If you
There is no notifications
Hi! After updating to 7.6 there is no notifications messages (for example after closing request - small window: SUCCESS: request successfully closed). While moving to 7.6 we also update java to last version (there was autoupdate).
Limiting what a technician Sees
We are running SDP 7.6. I would like to limit a technician so they can only see tickets assigned to them. This needs to be done at a system level.
Template For Sending Problem/Change Notification
When send a Problem/Change Notification, there's currently no templale. How to add such info as Problem/ChangeID on Title of those Notifications. Thanks in advance.
Massive decrease in performance
For about a week after installing 7.5.0 Build 7514 we had no issues, but we have noticed increasingly slow performance. Screens will take sometimes up to five minutes to load, even with a system reboot, and daily reboots are required just to get something resembling a workable solution. The mail fetcher also intermittently malfunctions, again requiring a reboot Is there a resolution for these issues? Frankly, we're more than a bit disappointed that a "hotfix" could do this much damage.
Time Tracking
Is there a way that the product can automatically track time spent on a particular problem without having to enter it in manually? Unable to find that option. There is only a Add time entry which is a manual entry.
Technician's Request View - Default?
I created a custom view for a Technician that shows all requests that are not closed. When he logs in every day, the default view is "Open Requests" when he clicks on Requests for the first time. I would like it to default to the new view I created. Is there a way to have this be the default view when he logs in for the first time clicks on Requests?
Move entries from "Additional info" to "Additional Asset details"
Hi, Any suggestion how to move Workstation Asset entries from the "Additional info" -fields to "Additional Asset details"? Additional info is only available on workstations and servers. Open to any suggestion (except manually copy every entry, field by field :). We are using MS SQL 2005 Express as the database. If you wonder why, we had to import the information from the previous database, and the CSV-import only allow to use the "Workstation Additional Info" -fields. These field topics are common
Expand scheduler abilities to post company non-work days and work saturdays.
Expand scheduler abilities to post company non-work days and work saturdays.We would like the ability for the scheduler to show our company holidays, shutdown days and production saturdays. This would be very helpful in our scheduleing of changes and major work being done.
Upgrade to 7.6 failure
When upgrading my test environment to 7.6, I took a database snapshot from production and upgraded to 7514. When I did this, I received database null constraint errors that I got past by editing the updatemanager.bat file to ignore errors in the processorinfo, softwarelicenses and wordmap tables. This seemed to work fine. When upgrading to 7.6, the process failed with the following error: java.sql.SQLException: Invalid column name 'LICENSETYPE'. This is the same error I was getting when updating
Received email saying approval was taken on Change but Approval in change did not update.
Received email saying approval was taken on Change but Approval in change did not update. See attached screen shots.
SD reusing ticket numbers?
When we send an email to Service Desk it assigns a ticket number and replys back via email. However it is assigning old ticket numbers. When I go to the ticket number it has nothing to do with the original email. We are on SD 7.6 Any help would be great! Thanks Marty
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