Requester bug reported long ago... Still no fix?
Several months ago I reported a bug with AD Synchronization that (to the best of my knowledge) has yet to be addressed by the SD+ development team. The bug is such that... when I upgrade a requester from Requester allowed to view: Show only their own requests to Requester allowed to view: Show all their Department requests, the setting is reverted back to the default (Show only their own requests) every night when SD+ synchronizes with AD. This was acknowledged by Andrew and assigned Issue ID: SD-14397...
Scanning ESX servers (and other network scan devices)
Could someone please put some detailed instructions on how to get things like ESX servers, switches, etc to successfully scan. I have configured snmp on the devices and made sure I was using proper authenication and community string. All I get is a failed to scan. Everytime.
Software Allocation - Sites
Hi, We have 4 sites. In this example I have 200 licences for MS Office. I don't want to say there are 50 at site A, 150 at site B etc. I just want to associate the 200 licences with the 200 machines which are in different sites. Unless I associate the PC and the licencse to the same site it won't let me do this. Is there a way around this? All I want to show is that I have 200 and have only used 200 regardless of site. Thanks
Hotfix 7506 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7506) fixes the below issues. ServicePack can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in this Service Pack 1. SD-14689 - For the below languages some of the non-english characters are shown garbled. a. German b. Italian c. Hebrew d. Norwegian e. Polish f. Serbian g. Swedish h. Turkish i. Vietnamese 2. SD-14706 - Problem in adding a new request through
Domain User Unable To Login
Hi, Today we had a user trying to login to a domain she was imported under. She has been able to login fine for some time but today her password was rejected. (she changed main windows login / active directory password recently but doesn't SD always check against the password in active directory?, in this case her new password was accepted by all pieces of software except the service desk) We reset her password and still no luck signing in to her domain in the sd, but strangely she can sign in under
Filter Rules
I am trying to create a rule in the spam filter that picks out certain words from the body of the e-mail. The spam filter has an option to use subject, to, cc and description fields. I have tried to use the filter to find the word in the body using "Description" but it doesnt seem to work. Is it even possible to search via the body of the e-mail?
7507 - Performance slow after upgrade
Upgraded two weeks ago to 7011 to 7507. Since the upgrade I am receiving multiple complaints daily about slowness and system hangs. Here's the system config. Windows 2003 Server R2 SQL 2005 Sp3 Quad 2.13 Ghz Xeon Processors 4 GB Ram 30 GB Primary Drive 100 GB SQL Data Drive Java Heap space 1024MB What I've observed during periods of slowness: Issues occurring trying to view or edit Requests. Local Processor at 90%+ (This occurs most often. Its usually the local processor which is maxed,
Views of changes
Is it possible to view all changes for a particular service or for a particular asset? I would like to be able to quickly see for troubleshooting what changes have been made to a service or asset and i can't see a quick way to do this. Also it would be good, if using the relationships for assets and services that you could see changes that apply to dependancies of services. For example, if I'm trying to troubleshoot my Sharepoint and I look at the recent changes the Sharepoint service then it
Spam Rules
Is there any way to make spam rules apply to the body of an e-mail? I have tried using "Description" but that does not seem to work.
Adding requesters via LDAP scan = no associated domain
We currently use SD+ across 2 domains. Domain 1 has a full list of requesters fine with the correct domain associated Domain 2 HAD users associated fine but can no longer get any more Previously we could add requesters fine and they would be associated with the correct domain, now when we point SD+ at the correct OU using LDAP referencing the user(s) are added but cannot login as they have no Domain associated. This also occurs when using an AD scan. What am I doing wrong? Dan GMT+ 0
Asset search results that return over 50 rows display incorrectly
When using the search box on the left-hand side with Asset selected, if the criteria you specify returns more than 50 results (which are then spread over 3 pages of 25 per page) then the display behaves oddly. The first 25 rows display normally, but clicking the next page button takes you to rows 26-50 which are in fact just the first 25 rows repeated. If you then click next page again and move to rows 51-75 you get different results as you would expect. I've tried other filters and Asset is
Unable to login to SD after AD Server Died
One of my AD servers had a hardware failure and was taken out of the farm. Since that happened, I get the username and/or password error and am unable to login. I have tried to login locally and follow some of the steps, however, it's still not working. Any suggestions?
Testing upgrade 7015 to 7507
Hi, I want to test the upgrade from 7015 to 7507 by taking a copy of the Service Desk Plus including SQL database, here is what I have done so far: Took a copy of the SQL database and restored it to another SQL server - simple Installed another instance of ServiceDesk Plus, same release as the original, on to another server and pointed it at the copy of the database. Took a backup of the settings from the first server using backupdata.bat and then ran restore.bat on the test server When
Notify requester when changed
If a technician changes the requester , it would be nice to notify the new requester that they have a request in the system.. ie - we have a voicemail system which pushes all voicemails into servicedesk from a single email . When the technician listens to the message , he assigns the correct requester ( instead of the voicemail) , the system does not send an email to the actual requester when assigned .
How can I find requests that have closed problems, and problems that have closed changes
I'm sure there is an easy answer, but I cannot find any list or report that shows me a list of requests where the problem has now been closed. Likewise, when a change is closed, I cannot see how this updates the Problem in any way, or notifes any users the problem can now be resolved (except by email). I have seen the email notifications, but emails are a one time only action that are easily forgotton, or delivered to a technition on holiday, sick or otherwise unable to progress the case imediatly.
Remove "Site" from Requester Details
Hi, I doubt it's possible now, but perhaps in a future update we could have the ability to remove "site" from the requester details. We've had a custom field for "building" for a few years now, and while site is now essentially the same thing, I don't want to switch from using one field to the other. Honestly, the best bet would be to split up requester details so that each individual piece can be enabled or disabled. Thanks.
Servicedesk Won't start - caught in start loop,
Tray icon items greyed out for the few seconds it appears. Restarts itself over and over again after installation and cannot be manually started.
Change thread to show most recent history at top level
Is there a way when viewing history of a helpdesk ticket to have it show the most recent conversation at the top instead of having to scroll to the bottom. Thank you Barb
"Sort By" very useful for Reports
Hello, Is it possible to add the "Sort By" option when you are creating or editing reports? We really need this option available as we have very large reports that we would like to have organized from the source rather than organizing the data from Excel after the report is generated. Thanks, Mike
Your ServiceDeskPLUS Support Experiences
I would love to hear some feedback on support you have (or have not) received from the ServiceDeskPLUS Support staff. Please chime in.
Code to delete all requesters at once
Anyone know the code to delete all the requesters in the db? I imported 91k istead of 1.9k. It would take me quite a while to delete them page by page. I am hoping to do this via an update statement from within SDP query. Thanks.
Remote Control
When trying to Remote Control a workstation, SDP starts trying to install the "agent controller", but always ends up with the error : FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,244,175,658,359. Any ideas ?
Adding Entprise Software
When I go to Assests, add new software and select Enterprise, it does not allow me to put how many licenses I have purchased. If I purchase 20 office licenses, I should be able to put that in there, so that when I scan, it tells me that I have the right amount purchased and installed. I am pretty new, so maybe I am doing something wrong. Anyone help on this?
7.5 server asset bug?
Hi I'm evaluating 7.5. I love the new IT asset type "server", but there seems to be a problem with this. After a scan, the product name is correctly identified but if I choose to edit a server IT asset, there is an additional mandatory field called model (besides product). Asset Home > Edit Server I have not found any configuration parameter to specify product models. If I click the model pull down menu it display's workstation products. (laptop, desktop) There is also a "Add new" link which again
Lost data after server reboot
This weekend we rebooted our Servicedesk server. After the reboot I could not logon anymore. My collegue was able to login as technician but it seems we lost data of almost half a year! How is this possible? We are running the following: - Windows Server 2003 std - Servicedesk 7.5.0 Build 7500 - MYSQL database Any support is welcome, please help! Our helpdesk can not see the calls from the past half year..... Jeroen van Lieshout BTL Nederland B.V.
Linking Scanned assets to purchase orders..
How do I do this?
No due by date since 7504 upgrade
Since I upgraded to 7504 any newly created requests get no due by date assigned. Ho do I fix this.
ad import of requestors failed
i tried to import some requestors from AD; however, a number of users failed to import. Is there a way to tell why some of they users failed to import while others worked successfully?
Can I install SupportCenter Plus and ServiceDesk plus in the same box? ..
Can I install SupportCenter Plus and ServiceDesk plus in the same box? ..
[color=red]MAIL FETCHING WITH EXCHANGE 2007 [/color]
Hi I have been waiting now for nearly a year for support with MS Exchange 2007 to allow succesfull mail fetching with Service Desk. How do I do this without having to turn all standard inbuilt security off PLEASE HELP!!!! Regards Dave Fraser dfraser@jark.co.uk
Some assets being detected as workstation
I’m currently evaluating ServiceDesk and have stumbled across a problem with the asset scanning. The problem is that once the scan has completed, there are a number of printers, routers and access points that have allocated to the Workstation group under IT Assets. Is there any way I can move these assets into the correct group? Thanks in advance.
Impact Details not available in reports
I'm suprised that I don't find Impact Details available in the normal list of available columns in a Tabular Report. I'm sure I could get it out of a query report, but I loose some capabilities, such as graphing, in a query report. I'm running build 7504 - this isn't fixed in a later build, is it?
Critical Issues identified in 7507
Dear Users, We have following issues reported in 7507 hotfix release. 1. NullPointer Exception upon clicking the Request approval link and unable to approve the request. 2. Upon editing and changing a request template, all the field values gets populated based on the modified templates. Actually it has to populate for the empty fields and not for all the request fields. 3. Add / Edit the contract, upon clicking the "select resources for this contract" , it throws NullPointer Exception for MSSQL
Asset state change from In store to In Use
Bringing this issue up again; Still having issues where we cannot change the asset state from In store to In use. I beleive this probelm has been ongoing since the release of 7.5 and no fix has been issued yet. Will this be fixed in the 7505 patch?
Add Request Button doing nothing
Hi, Since we updated to 7507 some service desk users have reported being able to login, fill out a request template, but when hitting the button to submit nothing happens. Is this a known issue to be resolved in 7508? Regards, Mark
Requester Details Form Bugs
When I open request template, firstly my name isn't put into the requester details "Name" box in IE or Firefox. I am a technician and admin but my name should still appear here. Then when I click on name field, and click away again (without entering any details), the following things happen. In Internet Explorer Technician changes to Select Technician Group changes to Select Group Site changes to "" (Not a valid option) In Firefox The same happens except Site doesn't change to "" I notice the service
Allow Remarks or Notes fields in Purchases to be searchable
It would be great to have the Remarks and/or Notes fields searchable within Purchases
What is the best way to migrating from Version : 6.0.0 Build Number : 6015 to version : 7.5 build 7507?
What is the best way to migrating from Version : 6.0.0 Build Number : 6015 to version : 7.5 build 7507? I have backup data from version : 6.0.0 then I try to restore the data on version: 7.5 but it does not work I got error : at java.lang.Thread.run(Unknown Source) Unable to restore database : null Regards.
SDP Browser only working on server
Our SDP application can be run from a browser only on the SDP server itself. When I try to run it from a client PC it gives me the "Internet Explorer cannot display the web page" The only things that I changed was the SECPOL setting for AD pass-through as per forum notes "Send NTLMv2 response only" to "Send LM & NTLM -- use NTLMv2 session security if negotiated." I made this change on the server, but then changed it back again and rebooted. Now I can only run the SDP on the server itself. Any
Submitting requests via email
When a request is sent in to our service desk via email and that email contains message attachment, for some reason the message attachment is getting logged as the request. Does anyone know of a fix for this? Thanks
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