Java Heap Space problem
We just upgraded to 7.5 build 7504. For the most part, everything is working okay, with the exception of one major problem - the system constantly crashes when trying to run a scheduled domain inventory scan. It throws "java heap space" errors and "out of memory" errors. See the following relevant section of the log file: [10:39:52:108]|[02-25-2009]|[com.adventnet.servicedesk.asset.discovery.IpUtil]|[INFO]|[21]|: Java PING Result for the workstation : DENNYS-XP. Result of ping : false.| [10:39:52:108]|[02-25-2009]|[com.adventnet.servicedesk.asset.discovery.IpUtil]|[INFO]|[21]|:
Missing resolution in request templates
Wow, it's been quite a while since I've posted here. Just been far too busy. Unfortunately, I'm moving to a new job a week from now, where we won't be using ServiceDesk Plus. Anyway, before then, I'm trying to get the upgrade to 7.5 installed and tweaked. I upgraded 7022 straight to 7504 on my test box without incident. However, there now appears to be a feature missing in the new customizable request templates. I can't find any place to pre-fill a resolution. I checked the database, and the resolutions
Business Rules Criteria
I want to put the following criteria into a Business Rule: Match ANY of the following Description contains office Description contains word Description contains excel ... but it only seems to store the last one. How can i get it work. Actually i'm using the build 5003 of the 5.0.0 version. Thanks!
Request due date disappear after apply to 7504
Hi, How can I get the due date back while received a new request? I understand there may have some changes, but I cannot find out how to set it back. Please advise. Regards, Carmel Lee
Request Templates - 7.5
Hi, We have recently upgraded to 7.5 SP3 from 7022 and we are having some issues with the way Request Templates now work. We used to have several templates configured which allowed us to quick open and edit a case applying the correct categories and a default resolution. However on 7.5 we cannot find a way of apply a default resolution to a template. Anyone managed to do this? Kind regards, Barry
SLA notification rules
Hi, Please can some assist me. I am trying to setup the SLA notification rules but after finalising my template I cannot find where to enable it and put myself as the contact. I wish to have the system notify me 1hr before any call is due to breach. Thanks Jersey IT
Configure Jump To
Hi! We also running AD Manager, where do I configure this so When I'm working in servicedesk I can directly jump to AD Manager?
Segement Solutions by access level
We would like to have some solutions in the Solutions area only be viewable by Admins, other only by what location they are in. Is this possible?
Group notification settings are not saving
I'm having trouble with getting some group settings to save. I want to enable the e-mail notifications to technicians within a group when a new request is added, and also when a request is left unpicked in a group. But these changes will not save for any group except the default group. I get a notification that the changes saved successfully, but when I look at the group settings again, the changes are gone. I am on version 7.5.0, build 7504. If anyone has any ideas or has encountered the same problem,
Category listings
Hi, we currently have 5 different teams that all use service desk to log calls etc. the main problem that we seem to have is that there does not seem to be an easy way in which too separate out the different categories for each team. Is there a way to create a 4th tier in the category lists? so the first level can specify which team and then drop down to there own relevant fields. Thanks David
Java Exception in Logs
7504. I found the following in our logs this morning. A technician user logged in and then tried to pull up a ticket 20 minutes later and got the message that it was outside their scope. When they closed this and went back to the Request List they were logged in as "unknown". The error: [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[25]|: ENCODING : Setting Credential details in session for Sue Lastname| [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[50]|: java.lang.Exception: Stack trace| [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[50]|:
Cannot add any new products to SD 7.504
Last night we upgraded from 7.019 to 7.504. I have just discovered that I cannot add any new products. When I try, I get the following error: FAILURE :Problem occured while trying to get Software. Couldn't perform action on Products. Please report the problem to the system administrator, with the Error Code - 1,235,667,224,017 Can someone please help me on this? It has our asset management process stopped cold in its tracks.
Creating custom reports
When i create a custom using firefox i am unable to select a value for criteria in advance filtering. I click on the field and nothing happens. it has an icon for picking values adn clicking on that does nothing. Anyoen have a suggestion?
Changing details of default Admin technician
We are licensed for two technicians but would like to edit the default administrator login name to one of our own. can this be done? thanks
Request template bug
hi i have an issue with request template creation. by steps: 1. i`ve created a new template and added some words into subject and description fields. also i set a category (printer for example) 2. press Save and close request - it`s OK 3. open template again - fields and subject and description are empty and category field is "choose category" state 4. if i login to system as regular user and create a new request from template then i see filled subject and description fiels as it should be , category
How to handle alphabetical fields?
I'm sure I'm not the only one to find this aggravating. My Urgency drop-down reads: Critical High Low Medium Since I can't sort these values in terms of their relative weight, how are others handling this? Putting numbers at the beginning of the value? Using "normal" instead of "low"? this really causes problems with my priority matrix...I ended up putting the values in a spreadsheet so I could sort them out correctly. I have the same problem with custom fields that include numbers, like memory requests:
Grouping multiple scanned software assets as one
Hi there, I am a new user to SDP and am using version 7.5.0 Build 7504. Is there a way to group multiple software assets as one group/ item for example; we use an Adobe package called Creative Suite which contains more than one application (Acrobat, Photoshop, Indesign etc). all the applications end with a suffix of CS4 (e.g. Adobe Photoshop CS4 and so on). we would like to view them as one group and be able to drill down and view the sub applications in the software assets sections. any help would
Report Help
Hi all, i want to write a custom report but so far am banging my head against a brick wall Crying or Very sad basically, all our tickets are logged by the helpdesk at the moment at then I assign the job out to techs - I wanted a report showing: 1. The tech that it was assigned to not logged by, 2. The Status of the ticket, 3. The amount of time that the tech has had the ticket/how long it has taken to close. Any help would be much appreciated Thanks Phil
Minor issue: Leading carriage return in HTMLAREA on Requests
As is evident with the following notification template: ---------------------------------------- SUBJECT: --------------- $Title DESCRIPTION: --------------- $Description ----------------------------------------- The HTMLAREA form box is inserting a leading carriage return into the $Description field. View the output of a sample email notification below. SUBJECT: ----------------------------------------- This is a test subject DESCRIPTION: ----------------------------------------- This is a test
Trying to track software installs
I'm trying to find out how many workstations have a particular software installed. Please help
SLA Question
Is it possible to do SLA escalation based on group? My group leaders only want to be notified of tickets that are assigned to their group. Thanks
SD+ Service exiting with Java heap space
In the last few days the following error has began to crop up causing the SD+ service to exit. Sometime a restart fixes it for while.. other times.. it exits immediatly. (running 7504) This was found in the serverout0.txt file [17:38:02:137]|[02-24-2009]|[com.adventnet.servicedesk.setup.action.ErrorLogDetailsAction]|[INFO]|[22]|: Form details before returning : ErrorLog Id : 77701, Error Message : null, Module : null, Occurred At : null, Probable Cause : null, Performed By : null| [17:38:05:600]|[02-24-2009]|[SYSOUT]|[INFO]|[17]|:
Error occurs in Request Filter
After the last Hotfix (7504) the filters on the request page does not seem to like editting. If we create a new filter or edit an old filter it fails attached is a word document with the error and the filter. the two lines with "Completed Time" on them were not added by us. And, if you delete these lines, save the filter, then come back and edit the filter, they are there again. thanks for the help.
Business Rules
Hi, I wanted to know something about the Business Rules. As I do not wish to add the same rules 60 times over for each individual site, if I add them to the default will this mean that they apply for each site. Or is there some way of applying them for each site without going through and retyping each one?
Average Server Down Time?
I'm just wondering, what's the typical amount of down time that you're experiencing? I own my own server and seeing a couple of minutes a day. In the past I used ObservePoint's web server monitoring, but I want to know if it's worth my money. Is a few minutes typical, or should I be looking for better? Thanks, I'd appreciate your input -Erin
Request was removed from Group after assinging to technician
We setup a business rule to move a new ticket to a certain group based on user's department. After we assigned that ticket to some technician, the request showed the assigned technician empty group. It happened after we upgraded helpdesk to 5501 version. Please, help us to solve this issue. Thanks
Business Rules
Hi There, We have 2 Sites, one in the UK and one in the USA. Is there a Business Rule I can set up to forward all calls to USA when UK are not in and vice versa. For instance, Tom Jones is working late in the UK, the support staff in the UK have all gone home, so the call needs to be forwarded automatically to the USA to action. Thank in Advance
Custom report help
Hi all, i want to write a custom report but so far am banging my head against a brick wall basically, all our tickets are logged by the helpdesk at the moment at then I assign the job out to techs - I wanted a report showing: 1. The tech that it was assigned to not logged by, 2. The Status of the ticket, 3. The amount of time that the tech has had the ticket/how long it has taken to close. Any help would be much appreciated Thanks Phil
how requesters can reply ticket via web form ?
Hello , I Have Question In SDP Software Please Guid Me As Soon As Possible question) whean requester send request to it department and technicians mark ticket as completed i want to now how requester can reopen request again at web form system for continues conversation?(i know at mail box requester can reply email and ticket automaticaly will reopen but how this action with web based form without using mail system how you handle this problem ?????????)
Requesters infos
Hello all, My AD is not having all users info, like email, phone, Site, Department. Is there any way to properly have all these information ? I tried to use "import CSV" after importing from AD, but it simply recreates a second entry with same login but no Domain information. I really would like to avoid to import CSV and then populate the Domain by updating the 2 necessary tables directly in the database. Any ideas ? Thank you Loic
Hide tasks from other agents
Hello, I have the need to delegate tasks within servicedesk plus and don't want other agents to see their tasks. Right now when I select show all for tasks on the initial screen it leads me to 'My All Tasks' I also see 'All Tasks'. I dont want agents to have the ability to see other agents tasks that may be sensitive or non-related. Is there a way to hide other users tasks? Many Thanks
E-mail notifications
I am having a sporadic issue with e-mail notifications to technicians when a request is added to the group. I do not have it set through the notifications menu because not everyone wants to get an e-mail, but through the actual group menu. I can forward and reply to users just fine which tells me the mail settings are correct. I have also actually seen it work for a day or two and then it stops working. Please advise.
7.5 Sp5 - Details and timescale?
A while back it was intimated that a fix was due by Feb 2009 and more details of it would be released soon. Not wanting to wish the month away, there isn't much left of it and no details of what is scheduled to be fixed in this next service pack/hotfix release and no time frame for it that I can tell. Things started off not too bad with keeping us informed of the 7.5 progress and getting 4 fixes out in quick succession, but still 7.5 has issues created for users migrating from V7 and issues in new
Approval need for Request Template
Hi There, I am setting up a particular Template for a request that needs to be approved before we can action the request. Can anyone tell me how I go about setting this up please.
Lost select box on requests tab
Hi All, Just upgraded My Service Desk to 7.5.0 and have lost all all select box so that I can select multiple requests and merge , assign etc. Can someone advice how to get them back ???
Move local Mysql to Standalone SQL
I performed a backup of my ServiceDesk database to migrate to standalone server running MySql when I performed a restore I received the following error. Error while executing this query:CREATE TABLE `slaescalation` ( `ESCALATIONID` bigint(20) NOT NULL default '0', `SLAID` int(10) NOT NULL default '0', `LEVEL` int(10) NOT NULL default '0', `STATUS` tinyint(1) NOT NULL default '0', `ESCALATETOID` bigint(19) NOT NULL default '0', `ESCAFTERDAYS` int(10) NOT NULL default '0', `ESCAFTERHOURS` int(10) NOT
Default Request Template Issue
we have created 3 level request categories: Category Sub category Sub sub category By default, the default request template just have "Category & Sub category" fields. Hence I want to add the �sub sub category� into it . But we can not find a way to automatically create the drop down list for the "sub sub category" depending on the choice of �category� & �sub category�. Can you help? PS Support Team: we are with the latest version of SD+.
E-mail notifications
I am having problems with notifications being sent to group members when a request has been added to their group. I do not have it set through the notifications as not everyone wants to get this but through the groups menu where you can choose who gets a notifications. I can forward requests and reply to users just fine which tells me the mail settings are correct. Please advise.
AD Import - Devices not being added!
Hi I am running v7504 and have noticed that not all devices in AD are showing in servicedesk. I have tried manual import/scan, set options to automaticaal scan and update but still devices are not being added. Not sure if it is related but last week i had an issue with OU importing but this is working again and i can pick up new requesters from AD. Do you have any explanation for this or better still a resolution. Thanks Mike
SDP 7.5 Released
Hi Users, SDP 7.5 has been released. For further details regarding the release, please refer to the following post http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= regards Shanmugam PL ServiceDesk Plus
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