update failed, server now will not start
migrate from 8022 to 8027 went well, then tried the migrate from 8027 to 8100 which gave a bunch of errors and now the server attempts to start then stops then starts in a loop but does not start at all. not how I wanted to spend my day...
Hardware and Software Requirements for new installation
Hello all, Just planning our SD installation. The box where SD is goin to sit is in a remote location so i really want to get the software and Hardware correct first time. We will have around 400 users to manage and about 1000 nodes globally, these will be supported by about 20 Techs. Ok so the base OS i was going to use is Win 2008R2. Do i need a seperate DB instance or will the the installation of MYSQL be ok for this amount? Thanks for your advice. Allan
table for subcategory and item
Dear all Could you please tell me what is the Table for "Subcategory" and "Item" in SQL Server? Regards Negin
Setting up Opmanager - servicedeskplus environment
Hi all, We just bought Opmanager & servicedeskplus. What are the best practices? We can install it on a physical server or we can create a vm on our vpshere 5 farm. In case of failures, opmanager must run as long as possible, to keep sending alerts. In that case, I think installing it on physical machine would be better. Our central sql server is a vm in our vsphere 5 farm. So what if the vmware farm goes down? Can opmanager send alerts, even if the sql server is offline? Or is it better to store
Invalid Assets Audit reports due to OS language
In reports: "1. Operating System (Microsoft Windows 7 Корпоративная) - Name changed from Microsoft Windows 7 Enterprise to Microsoft Windows 7 Корпоративная 2. Uninstalled software -Microsoft Windows 7 Enterprise" BUT! We have W7 Pro with MUI installed, so when PC is logged off it has "English" interface and reports itself as "Enterprise" and when user logs on the same PC Windows becomes "Russian" and reports itself as "Корпоративная". So Windows 7 Enterprise is not UNINSTALLED it just have changed
Asset scanning
Is there a way to edit the "expired" name for asset status. I dont want certain computers to be scanned which setting them to expired solves it but i dont want it to say expired i rather pick my own status.
No remote control from Service Desk
I am having a heck of a time getting this to work at all. Any pointers?
SSL version with SD Agent
During the testing of ManageEngine ServiceDesk Plus 8.0.0 we have found a vulnerability after performing the Internal Vulnerability Scanning. Vulnerability details are as follows: vulnerability for port tcp /9000 This SSL service supports SSLv2 connections. SSLv2 has known cryptographic weaknesses that can lead to the compromise of data encrypted during the SSL session. Secure web applications should only enable SSLv3, TLSv1, or newer. SSLv3 was released in 1996 with numerous security enhancements
CUSTOMIZED REPORT
I have added 4 status : WIP, Requester has to revert, Escalated to cust, Escalated to L2, resolved by cust, resolved by L2,i need to generate a comprehensive report and send to customer which having the following data : Srl No Incident Number Priority SLA Violation Status Requester Code Requester Name Call Opened By Call Assigne to Last Modified Date Category Sub-Category Item Request Description Reporting Mode Reported By Reporting Person Details Resolution Desc Escalated to GCPL Date/Time Resolved
MAC-addresses in assets
I have two servers with RRaS service installed. Virtual VPN Adapter always uses MAC=00:53:45:00:00:00, so i have two servers with same MAC. I can switch off identification by MAC, but in this case when i reinstall office computer under another network name i will have two computers in assets -- one with old name and one with new. So i think it is better not to use information related to virtual network adapters in assets http://weblogs.sqlteam.com/mladenp/archive/2010/11/04/find-only-physical-network-adapters-with-wmi-win32_networkadapter-class.aspx
Security Certificate
By default the certificate the certificate issued to: %server name% We need to update the cert to https://helpdesk.companyname.com How can I update the cert? Thank you
Undeliverable: Request Id ##xxxx## is appended with requester reply
Hi Guys, What could be the possible reason why do we received message like this on Service Desk? and it is flooding the request on Service Desk. Any response would be appreaciated. "Subject Undeliverable: Request Id ##5002## is appended with requester reply. Description Your message To: email@domain.com Subject: Request Id ##5002## is appended with requester reply. Sent: Wed, 23 May 2012 14:54:50 -0700 did not reach the following recipient(s): email@domain.com on Wed, 23 May 2012 14:54:51 -0700
Possible to view original e-mail used to create a ticket?
Is it possible to view the original e-mail used to auto create a request? ServiceDesk Plus does a nice job creating the request. It would nice if the original message headers were visible in a history or some other section.
Unable to send external mails via servicice desk
We need to send PO to Vendors outside our domain(external mails) but efforts in doing so has proved futile. Changing the Vendors email address to any of our local mail addresses work perfectly but whenever we try sending to another domain an error pop up "sending notification failed". However exchange is working perfectly. Thinking it could be the anti-virus we tried running it on a machine without an anti-virus but it still failed. Kindly assist in rectifying this issue.
Report - how to get decimal result
Anyone tell me what is wrong with this query please. All I get are integer answers Select (100 / count(*) ) as Totals from workorder WO INNER JOIN RequestCharges rc ON wo.WORKORDERID=rc.WORKORDERID where (((wo.COMPLETEDTIME >= <from_lastmonth>) AND ((wo.COMPLETEDTIME != 0) AND (wo.COMPLETEDTIME IS NOT NULL))) AND ((wo.COMPLETEDTIME <= <to_lastmonth>) AND ((wo.COMPLETEDTIME != 0) AND (wo.COMPLETEDTIME IS NOT NULL)))) If the count(*) returns 100 I'd expect the answer 1, if 200 it should be 0.5 What
Custom Report based on Time Created
What is the easiest way to create a report based on time created ? I need a report to show which time of the day most requests have been coming in. I only need it to say: 9-10 - 30 requests 10-11 - 45 Requests 11-12 - 50 Requests 12-1 - 30 requests etc.... IS this possible?
reply mail problem with outlook
hi, we use sdp pro. 8.106. After we uprgade system from 8.027 to 8.1. than, A user logs in to service desk and creates a request. We respond by email to the user though service desk. The user responds though outlook to the email and we have no log of the conversation. I look at the email adress which i defined on system. all mails are in box. and there isn't come a noteficetion mail that a requster send a new reply. I use this subject [Re : ##$RequestId## : $Title] at the admin-notification
Aprroving PO should be hierarchical
It will be proper if PO "approvers" have turns starting with the least in the approvers hiearachy to the senior most, in other words in a scenario where a Chief Technical Officer and General Manager have to approve a PO, the GM should only be able to access the PO for approval after the CTO has approved. Currently all approvers receive the the PO at the same time thus breaching the channel for approval.
PO Currency
PO currently picks only one currency at a time. I will suggest that the Currency will be transaction based making it possible to select a type of currency based on a particular transaction.
Creating Change from an existing Change
We have similar Changes that need to be created, I have a few people asking if there is a way we can create a change that will inherit information from an existing change? Also the same for requests? thanks
Convert Trail Version to Free Version
Hello, I mistakenly installed the trial version (don't remember seeing the options to choose Free). Is there a way to revert my license type to "Free"?
Asset Scan
Is there a way to prevent our Asset scan from scanning a particular Asset type under the IT asset list? We have machines which will not be connected to our network which means they show under failed scans. We list them to keep track of our assets but would rather not see the errors for these machines.
Agent Install Script Not Working
I've been trying to use the script with GPO to install the agent on our workstations on login. I am unable to get the script to work.
Busines rule "Set Service Category as"
Hello. we have a service category with approval workflow. when a busines rule is worked and service category changed, workflow dosnt change in accordance for new category. p.s. sdp version 8.1
Name of the service was in two lines
How do I get the name of the service was in two lines
Problem changing workstation to server
Hi, trying to change a product from workstation to server upon saving it throws this error FAILURE :Error while saving the Product details. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. this happens for anything i try to change from workstaion to server please advise thanks so much
iPhone App Login Issue
We have a single domain that Requesters use to gain access into the ServiceDesk Plus site, however all of our Technicians log in using Local Authentication, they do not use a Domain Account. Each technician also has a Technician Key generated for each of them. I understand that currently a user is unable to access SDP from multiple domains, however this is a single domain and these technicians do not have accounts in both the Domain and under Local Authentication. When logging in through the iPhone
Grouping Adobe Software?
We have recently installed ServiceDesk and I'm in the process sorting through the software that has been scanned. ServiceDesk has picked up that we've got Adobe Master Collection and Design Premium installed... but it also lists each of the applications individually such as Flash, Premier etc... Is there away to "group" these applications to correct Master or Design Premium licence? Thanks
Searching in Request conversations
Hello We often need to search in the request conversations as well. Thanks for implementing this search Regards, Marc
ERROR 2002 (HY000): Can't connect to local MySQL server through socket
Hi I installed ServiceDesk Plus 8.0 in debian server. I trying connect to the mysql server using this credentials user: root password: blank port: 33366 and the server said ERROR 2002 (HY000): Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2). Regards Terry
Data archiving : requests archived but not created or closed before
Hi, I'm testing data archiving on a testing environment (SDP 8022) before a go to production. Everything runs well but 3 requests (1800 done). Rule is : request status is closed and closed data is before 3 years. These 3 requests have been created in 2010/2011 by duplicating older closed requests. Completed time is null. I'm not sure about the behavior of SDP in that case. Is there a problem with duplicated request when archiving ? best regards, jeff
Can we route requests based upon request type (category) to a tech group without regard for site?
We are evaluating Service Desk Plus (SDP) We have several request categories that we want to go to a specific group of techs. It does not matter what site the request comes from. So far, in my evaluation, the only way to do this seems to be to 1) Make a Tech Group (TechGroup) that under Default Settings that is intended to field requests from this category type. 2) Associate each of these particular techs to every one of our sites 3) associate each of these particular techs to the TechGroup associated
Reassign all requests from one group to another group
Hi All, I need some clarification on an issue I'm having with SDP. We currently have requests assigned in two groups (Group A, and Group B) however, due to restructuring, I'd like to move them all to Group C. I figured the easiest way would be to select all requests in Group A and then Group B, edit them and change them to Group C. The problem is, when I try to reassign them, the only option I get is 'Leave as is' (see attached). I don't understand why this isn't permitted - it looks as though I'm
Service Catalogue in 8.1 - publishing Service details
Hi All, I know it is possible to display the SLA of a service to a requester before request is submitted. We however would like to also publish some of the other details of a Service such as: Cost: Availabilty Target: Service Support Hours: These fields are stored within the CMDB however is it possible for the requesters to see this information before submitting a request?
Translation issue
I see some untranslated English text for Russian User interface. I opened Admin -> General -> Translations and try to find these English words. But I can't find English text.You can find only Russian text. See the picture. There is aprox 10200 phrases for translation. You should click 1000 times on button Next for search the existing English text. Can you please put all phrases on one page. Or choose language for search. If I choose English, Russian translation will be deleted, i.e. I can't translate
Tracking Images from AdventNet Website
As part of a normal install for ServiceDesk Plus, why is an image from the AdventNet website loaded? It appears to be a place holder and much more likely for tracking purposes as the image is 1px square. I would like this removed and have opened an Incident with Adventnet concerning this issue back in February and haven't heard anything back. Quietly swept under the rug??
Updating Products in PO
Hi, Hopefully a simple on. Can someone tell me how to update a Product that is available to be select in a Purchase Order. Just need to update the price of items and do not want to recreate them. Thanks for the help
Cannot start SDP
Hi, I am having problems restarting my SDP application, I have restored from a backup (And I am on the correct build level 5501). When I start up the servicedesk it sticks on 'application layer started'. When I run the Run.bat file at listes the following: ServerContainer [created] AdventNetCC [created] SQLOne Search [created] AdventNetServiceDesk [created] ServerContainer [Started] AdventNetCC [Started] SQLOne Search [Started] AdventNetServiceDesk [Failed]
need some futures
Hello. 1. It would be useful if the ticket number was printed in "My approvals" view. 2. it would be useful if approver person can be view a notes of request. 3. and we want a future for a backup approver, like backup technican. Thank you.
saving after editing a Holiday doesn't refresh the page or the displayed Holiday List
I am new to ServiceDesk Plus. I am going through the Configuration Wizard. Under Organizational Details, I got to Holidays. With only New Year's day ("New Year"), Christmas and Independence Day pre-configured, I decided to add a couple. I added Memorial Day, May 28th, and clicked saved. SDP saved it. Then I realized I wanted it to be a recurring holiday. I clicked the edit icon, checked the "Check if this is a recurring holiday" check box and clicked Save. It appeared not to save. Just sat there.
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