single sign on problem
Hi, I have a problem that the technician can't see the picture when he click on the direct link in the assignment email, pls refer to attachment. Besides, the assignment email is not able to show the picture from 2 of our technicians. The login window prompts like attached. We are using Lotus Notes. Thanks all. regards, Wingo
unable to shut down service desk on linux....
hi,, the service desk plus was unable to shut down on linux any help tnx!!!!!!!!!!!!!!!!
Front-end / Back-end setup?
What's the best way to set-up SDP for use in a front-end / back-end environment? Can you set-up a server on a DMZ that acts like a front-end server for external users to access that then talks back to a back-end server on the private lan? We currently run SDP internally but we are about to open a new office and that office will not have secure access to our network, so what we are looking at is the ability for these users to access SDP via the Internet, (just as like a webmail server)
Asset update scan error
When I open an asset and start rescan workstation... its give an error How can I update my assets ? Version : 7.0.0 Build 7012 FAILURE :Database exception while updating Workstation. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,208,865,477,137.
view all conversation in requests doesnot show all emails
i dont know if anyone is facing this problem... it happens at random so no idea how to recreate this problem as well. when a technician replies to a request using the 'Reply' button in the request template, the email does not show in 'View All conversations', but if i go to the email account for ithelpdesk i can find the mail there in sent items. for some reasons, it doesnot reflect in the call logged itself. no idea y it happens, and it happens at random, not that all emails are not being logged.
Cannot do Custom View with Unassigned tickets displayed
I have the following custom view set up: Group is : "Network and Database Services - 3rd Line" and Request Status is not: "Closed" and Technician is not: "Joe Bloggs" as soon as you enter any Technician infomation, you loose not only "Joe Bloggs" but all unassigned tickets in the group too... any idea on this? I really need to sort this new group out asap. cheers
Cannot add additional asset field - Doesn't save changes!
I wanted to add an additional field in the asset portion of SDP for "IP Address." When I type it in and hit save, I get no confirmation. The text will remain there until I click away at which point is disappears. Any ideas? I currently only have 5 other additional fields: - Service Tag # - Express Service Code - Location - Sim Card # - Phone # Thanks guys.
Lack of support... need to clean up MySQL Database
I have attemtpted to put in a support request, sent an e-mail, and called and have been told that they would call me back with no luck... I need to clean up the SQL database for SDP. We just want to get rid of the empty SQL entries from asset imports that were imported wrong. AssetID's are now almost into the 100,000's and there are only really about 20 assets imported. Can anyone provide any help? Thanks! Jonathan SUSD
HD 7 missing Network report by IP
We have recently upgraded to HD 7 and I can't find the report that would allow to display list of computers filtered by their IP addresses. How do I find that feature?
Exception while trying to send notification to the request.
I am using SD build 7008. I looked under System Log Viewer and saw lots of "Exception while trying to send notification to the request, module Helpdesk" error message. The message doesn't say what request caused the problem. And I didn't see any major problems in SD. Requesters and technician get notifications as expected. Does anyone have any ideas? Thanks
Supported Browsers
Hi, We use Safari 99% of the time as our company browser. The service desk appears to work ok with this browser but we keep getting a daft message displayed when clicking on New Request - See Attachment. Can we please turn off this silly announcement? It works ok and my users are confused by the message. Thanks, Chris
Tomcat 500 Error
When I am working with views and trying to get them come up we are experiencing issues. We are receiving the error that is attached.
Custom report for future PMs
Hello, I have set up many preventative maintenance tasks and would like to generate a report which would show me all future pm tasks, not only requests generated from the pm but all upcoming ocurrences of the pms. Any assistance would certainly be appreciated. Thanks! Brian
Technician no longer notifed when request re-opened
Hi It seems that since we have installed hotfix 7012 technicians no longer get notified when a request is re-opened. This may relate to the problem that when a reply is sent to an existing request a new request is raised and then merged with the existing. Can we have a fix released asap.
No escalation/overdue
I've installed SD+ on Win2003 Server/MSSQL. Since installation escalation and overdue does not work. I've found errors in logs: [10:47:43:687]|[04-14-2008]|[com.adventnet.workengine.scheduler.internal.RefreshController]|[SEVERE]|[16]|: |com.adventnet.persistence.DataAccessException: java.sql.SQLException: Syntax error converting datetime from character string. at com.adventnet.persistence.internal.GetUtil.get(GetUtil.java:102) at com.adventnet.persistence.DataAccess.get(DataAccess.java:1153) ...
Service Desk stopped - mysqld-nt.exe
Hi We have this problem, we can�t operate the application service desk, correctly what should we do? � � Version of the product: service desk 7012 � Operating System: Windows Xp Profesional service pack 2 all the update available in server � Browser and Version: IE 7.0 � Details of the problem: o Start the service desk service, and few minutes late, appears an error where show mysqld-nt.exe detect a error and will close the application.
Cannot email reports on a scheduled basis
Problem: - I cannot get a scheduled report to email out. Situation: - ServiceDesk is emailing fine - for new tickets, updates to tickets and ticket closures. - Reports are emailing fine as long as they are not scheduled. Options: - I have tired emailing HTML, PDF and other formats with no luck - I have tried different email addresses (all internal to my microsoft domain & exchange server) - I have tried different report types. I really need to get this up and running for my CEO. Any ideas OR if this
Several Branches w/ Opmanager and Only one ServiceDesk Plus
Hi, I'm planning to implement ServiceDesk Plus on the company's Headquarters. I need to implement one Opmanager server on each branch, for a total of 3 branches, to communicate with ServiceDesk Plus. In other words, several Opmanager Servers to communicate with only one ServiceDesk Plus Server. Is this possible? In addition, I know that ServiceDesk Plus can be configured for SSL port communication. Can I configure the Opmanager to communicate with ServiceDesk Plus through SSL ? In advance, Thanks
Introductions
I am new to this forum and I think you all will help me to enhance my knowledge. I have been here many times and have always found this to be a great place for information and advice about a wide range of topics Paul
Help with custom report
I need to run a repot to find out what workstations have an intel 2200BG wireless network card. I didn't see network adapters in the custom report option. Is there a query repot I can run that will give me that information? Thanks!
Reporting Issue on WorkStations < 1GB RAM
Hey Guys, I'm trying to make a report on computers on our domain that have less than 1GB of RAM. Now in the description this is called "Physical RAM", and there is "Virtual RAM" for page files and such. When I run the report, I only get options for "Total RAM" and "Virtual RAM" Does this mean the "Total RAM" is the Physical + Virtual RAM? Can someone help me make one that will find only computers on the domain with UNDER 1GB (Not 1GB that is fine) just anything under the 1GB. I'd appreciate any help
CI removing themselves
Think there might be a slight issue / bug? My items are disappearing. Was there earlier this morning, just happened to have another look as I was matching them to my visio diagrams. I thought it strange at first thinking maybe I must have missed it. Few moments ago whilst adding missing CI's and checking which needed to be added via the tree view only to notice chunks are deleting themselves. Is there a limit to how many CI's can be added? BTW the tree view needs to be fix, I can hardly see anything
Custom Report throws Error.
I am attempting to create a custom ServiceDesk Report. I do the following: 1. Custom Report. 2. Tabular Reports. 3. TimeSpent. And then receive this message: "FAILURE :Unable to execute report : java.sql.SQLException: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '327))' at line 1"" Why?
Customize - Are there any new skins or tools to skin with.
First I want to say, Great product! You have done a super job targeting our needs as far as functionality. I would like to customize my servicedesk. I have purchase this for my company and have added our logo. But I would like to change the the default icon, link name(AdventNet ManageEngine ServiceDesk Plus) to [our company] Helpdesk along with some mild (color) cosmetic changes to the UI. Do you have skin tools available or at least some direction on how to best tackle this request. Thanks in advance,
Purchase Order Printing Error
ServiceDesk Plus Professional (Trial) 7.0.0 Build 7012 When printing an approved purchase order, the Status field, which shows Approved when viewing the P.O. displays blank when printing or previewing the P.O. This kinda throws off using P.O.s because, when printed out, the assumption by the Finance Dept is that the P.O is not approved.
SLA escalations not working
I have a problem with SLA escalations. I am trying to add an escalation to email the ticket owner after 7 days of the call being outstanding. I setup a new SLA, set all the options and save it. However, when I click edit to go back into the SLA and ensure that the settings have taken, they're all empty again (and yes I am saving them). I was having this problem on 7009 so have updated to 7012 and the problem is still there. I already have an SLA that I put in on version 6 and that works. Any ideas?
adding .ppt files to solutions without attaching a file
How can I add a .ppt file to a solution body instead of loading it as a attachment?
Requesters tab
Create requesters tab like in Support center
pipeline report
Can I get report, showing pipeline/timeline of requests to track peak workload ?
Asset problems
Our users are getting problems when trying to log a request. We would like to make our Asset field a mandatory option for the users however, we would like to have the option of the user selecting NONE. If the user selects NONE they get an error message saying that the workstationID field is incorrect (one presumes this error message relates to the Asset field even though it's seemingly labelled wrongly). Is there anyway to allow the user to select none, and more importantly is it possible to rename
liable control 123kd
Hi Dick Some valuable links: l\pliki\online-debt-collection.edu.pl.txt Bye to everybody!
Unable to populate Problem Sub Category
We had SUB CATEGORY as a required entry before a problem could be closed. I came across a CATEGORY that had no sub Categories defined, and so was unable to close the problem. So I created the Sub Categories and could raise new requests and problems with them. However any old problem won't pick up the newly created sub categories. Is this by design or something to be resolved, and if by design Why? Regards, Andy
Viewing technician properties causes CPU to hit 100%.
Just as the subject says. The spike will usually stay at 100% until the Java process dies. I then have to reboot the server to access the site as starting the ManageEngine ServiceDesk Plus service fails. Version: 7.0.0 Build: 7004
Way of licensing
Hi, I purchased a license, 10 licenses, now i add 3 more licenses.. in the procedure, is it possible that they can send the 13 licenses for good or just for patch only! Any input will be appreciated!! Tnx!!!!
New Report: Requests vs Request Type
It will be great if in next version, SDP have a ready report about: Requests X Request Type The field Request Type today is not available in fields box in Custom Report Wizard.
Database restore error on virtual environment
Hi guys, What I am trying to do is to restore a build 6012 backup on my VMWare test environment with the purpose of finding some old requests. The test environment consists of one database MSSQL 2005 server and one SDP server. The following error appears when trying to restore the database from the backup file: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100 ==========================stopping DB Server >>>>> false Exception in thread "Thread-3"
change notification error
Hi, I want the requester to be notified by email when he creates a new change. In notification rules, I am trying to enable: "Alert the following Technicians by Email when a new change is created" and I select "$Ticket owner", but I receive the following error: sdp.admin.changenotification.techchoose.newchange.js I attached a print screen of it. What can I do? Thank you
Add vendor options missing
I have created a role that has full rights to POs. I associated that role with a tech. This tech does not have an Add Vendor button or pulldown. What am I missing?
Custom Notification rules -
Is there any way to create custom notification rules? I am looking to notify certain technicians based on requestors domain name.
Rescan deletes manually added software
I added some software-assets to my inventory. I also managed to add that same software-asset to a workstation. But when I rescan that workstation it deletes the software-asset from the softwarelist from that workstation. What am I doing wrong? Is it possible to do what I'm doing? I have the latest build (7012) installed
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