'Migration to 7.5 - Unable to take backup' issue - Fixed
Hi Users, By now some of you might have come across this error, "Unable to take backup" while trying to migrate from 7022 to 7.5. We have found out the issue and are working on a fix. This issue would have come for people with the following scenario. * Added a software with Enterprise license * Associate this license to multiple workstations * Changed the license type from Enterprise to individual some time later With the multi Site feature in SDP, there are problems in migrating such a setup. We
7022 -> 7500 screwed up. "Already you applied a patc
Hey all, I found a similar post but I couldn't understand the proposed resolution I first installed SP_7000.22.1 and that went successfully. I started up the server and made sure it took. Afterwards, I tried the 7.0.0.0 SP3 (AKA 7500) and it screwed up. I'm working in a Windows environment. I read that we should uninstall the 7500 patch and then reinstall 7022 but I don't know how to do this. Are you suggesting that we go through Control Panel and uninstall Manage Engine or is there a way to specifically
Technicians Issue
We ran into a problem with our technicians and here is what happened. We are using our max license for our techs and one of them decided to leave the company. When we took out the technician and added the new person we hired the new person got all the old tickets that the previous tech worked on. Did we do something wrong or is there an issue with the techs having their own key in the database and when you replace someone it will just replace all the tickets with that persons name?
No page breaks in scheduled reports
I have wriiten a Query report. If I export it as a PDF, the resulting file is split up into letter-size pages. However, when I schedule the same report to be produced as a PDF, the file consists of one long page with no page breaks. Has anyone else experienced this?
Requesters Import, Failed...
Hi, I am trying to import users from AD. Service Desk 7503 Windows Vista SP1 32bit = Firefox 3.05 = Generating List It takes about 10 minutes to generate the list, and a Ctrl-A followed by a Ctrl-C on this import page shows that the list is being stored as hidden text on the page itself. This may be the cause of the slowness. Importing Users I notice the import stays at 0 and doesn't move for hours. No error message is ever given from this page. A Ctrl-A followed by a Ctrl-C on this page shows the
Business Rules & Automatic E-Mails
Hi, We're using version 7.022 since we've upgraded to this we haven't had any faults so now we're finally able to concentrate on developing the system for our own needs & uses. As part of this, we now have a need for when a new request enters the system & it fulfills the criteria for a business rule it sends a specifically formatted mail to the requester. This mail needs to be worded different to the general e-mail template that is sent out for all other requests that are logged. Is this possible
There is no Assets Owned by User
There is no Assets Owned by User while creating new request if name of user in Russian. Screenshot included. Thanks.
Wrong encoding in Assets Component
Hi! There is wrong encoding if name of Assets Component in Russian. Screenshot included. Thanks.
Pos. SD+ 7.5 issue: Inconsistent date/time change on Request
More possible 7.5 issues - anyone else experiencing this? From the main "view" page of a request, click the DueBy Date to edit just that field. Then click the calender icon to bring this up. Problem 1: Changing the date ONLY also impacts the time changing it the the current hour. Problem 2: Changing the TIME doesn't auto-close the calender as it does when changing a date. Consequently, even when you click the green tcik to save, the calender remains open.
AD users import is still not working under 7503
I applied the patch to my test server and the AD user import is still not working. I have a feeling that SD+ 7.5 may become a disaster for AdventNet with an exodus of customers to more reliable products
7.5 Bug Reports
Might as well get this started early... When adding a custom field in the template wizard, saving fails if the label has a question mark in it If you click on "save and configure requester", then click on the technician tab, it throws a javascript error More as I find them...
SNMP Port 8001 instead of 161
Hi, While trying to scan the workstations on network i get the following error Either access denied for the user or the remote DCOM option might be disabled in the workstation. When i looked thru the logs, i found oout that the snmp request is being sent at port 8001 instead of 161 The log for your reference: [16:32:32:062]|[05-13-2005]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[20]|: Form passed is : com.adventnet.servicedesk.asset.form.WSForm@1b45934| [16:32:32:062]|[05-13-2005]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[20]|:
Please help us migrate from 7022 to 7500
Support, My co-worker �Morgster79� has posted for help on your forum previously in November ( Thread 756651 ) and we have still not had help solving our issue! The issue that still stand is �After installing a fresh new copy of 7022 on a test server, then restoring a full backup of my production 7022 environment i tried to do an upgrade to 7500 but received the error - Error Uninstalling.� Attached is our updatemgrlog0.txt - We had to zip it because once the upgrade fails it was 8mb in size and your
How to add new Notification Rule?
Hi, Is it possible to add new Notification Rule? We are using SD 7018 Build. Regards, Minh
PO Approver - technician lossing role
My boss is a PO Approver and he is listed as technician within the ServiceDeskPlus. The last several months the PO Approver check box continues to become unchecked, and I constantly have to continue to reset it. Is there any other reason other than manual intervention that this would occur?
Resolving Calls REQUEST TYPE ERROR
I get this message poping up when im trying to resolve calls WARNING :Request cannot be completed. Please fill the following fields -requestType Any Ideas. im running version 7.5.0 build 7503 Cheers
Blackberry Support
Hi, I was wondering if at any time you were thinking of adding mobile device support as this would be great for asset tracking. Our IT staff are a equiped with Blackberry devices and with the aid of a bluetooth barcode scanner, we would have no problems to go around the offices to fill in or update the asset part of SD+. Great job guys, John
Technician accounts existing after fresh install?
Greetings. I downloaded and installed the free version of Service Desk Plus but was surprised to find data already entered in there. There were like 5 engineers/technicians already created although this was a fresh install. Is this something I should expect or is there a problem with the install (compromised)? Thanks for your help. :D
Doesn't show attachments
Using build 7503 and attaching a document to a Solution, the 'paperclip' icon does not reflect there is an attached document, file, etc. Is this just me or has anyone else experienced this?
Asset Type Change
I am evaluating SDP Ent. 7500. I have created item of DVD to purchase and mistakenly had it as workstation type. I completed the purchase, received the item, and it shows in Assets->Workstations. I do not see a way to change the Asset type to anything except Server. So I created a new Asset Type called Media, and then modified the Product of DVD to be of Media type. It now shows the purchased items in the Asset type of Media, but is also duplicated in the Workstations Asset Type list. I see by the
Assigning templates to users/sites
Is it possible to assign request templates to a particular user or site? Basically, I need each of our four divisions to have different templates from each-other. thanks much!
ServiceDesk Plus with IE7 (+chrome + safari) on Vista
Hi there, I've got a problem with ServiceDesk on Vista (both 64 bit and 32 bit). We're starting to deploy Vista and basically Vista users running any browser other than Mozilla Firefox can't get into service desk. Blank page - view source comes up with nothing. The weird thing is, that I believe I may have managed to get into Service Desk *once* with the Vista + IE7 (or chrome or safari) combination, but not more than once. I'm currently running build 7500.
Description field is not fully displayed in Crystal
Hi, I am facing a problem when generating a report to display description and other fields.The description field is cut off and not fully displayed.Anyone who has experienced with servicedesk report please share with me on how to solve this issue. Currently my SDP version is 7022. thx and regards, sabarina
All technicians are normal users after upgrading 70018->2
All 12 of our technicians become normal users after upgrading to 70022 and we have no way of changing them without deleting there accounts and upgrading normal users to technicians and re addressing all the calls. The is a domain field added to the technicians area some of the tech have a domain and the others don't there doesn't seem to be anyway to alter the technicians login capabilities. Anyone any idea's i'd like to be able to move to 7.5 but this is crazy.
Attachments File
Version : 7.5.0 Build Number : 7503 Ubuntu 8.04 Desktop (Hardy Heron). Attach file - The file is adding itself but it isn't possible to read it (IE7, Mozilla and Opera).
ServiceDesk slow or timing out
We're running ServiceDesk 7010 and for the past couple of weeks we've noticed a big decrease in response time. When navigating between tickets, the speed is just fine. But when editing a ticket, closing tickets, or re-assigning them, the process either takes a huge amount of time or it just times out, and we'll get an error such as "Assigning technician to Request(s) failed" Its running on Windows Server 2003 SP2. I tried uninstalling our anti-virus but it made no real difference. Any ideas or suggestions
Creating technician,have to create another login
hi, i have enable active directory . so all users can connect using the domain controller. For my case, i have user XYZ which log on using domain controller. if i want teh XYZ to be tyechnicial and give the user access as as SDSiteadmin, should i create another login for that user. can't he use the same login . why thanks to reply ASAP Nazeedah
Error 7022 to 7500: while taking backup Hence not proceeding
Hello, I've tried upgrading using the latest release but I get a "ERROR: Problem while taking backup. Hence not proceeding". And error and the upgrade process stops. Sds,
email from a change creates a new request
if i send an email from a change request, and the user replies to it, it doesnot append to the change but creates a new request. is there anyway i can sort out this issue.
Help!
Dear, I'm using manageengine plus support center in trial use in my business in the free version there is the possibility of configuring the software in Portuguese? Thankful
number of responses needed per ticket
Hi We are trying to measure how succinctly our technicians are responding to user support requests. To do this we want to measure how many times they have to email a response to the user regarding the request. Could anybody tell me the necessary code to generate a report for the previous week that would give me the maximum, minimum and average number of user responses required? We use MySQL. Any help gratefully received. Thanks
Problem with install SDP on FreeBSD
I have this configuration: OS:FreeBSD6.2 Linux-sun-JRE.1.6_03 (it working) SDPv.7503 Install SDP in console #java com.installshield.wizard.Wizard -console Step where I enter web server port: Enter the Web Server Port Number[8080] I put [Enter] (8080 port is free) ManageEngine SDP occupies port 8443 to run the Web Server. If you want to run it on a different port, specify the same here. Press 1 for Next ... I put 1 and [Enter] BUT installer want web server port again and again. I put other number
Question about change management & tasks
Hello, actually we a looking for the ITSM solution to implement in our company, could you please answer a couple of questions about SDP: 1. If it is possible to predefine a specific set of tasks for a specific types of requests. For example new user (create an AD account for an AD-admins, assign a Phone number for VoIP admins, setup a computer for techsupport, etc)? 2. If it is possible to define the sequence of tasks execution? For example system backup, then upgrade, then testing, then moving...
Create change based on an incident with enclosed files
Dear, We are trying to create a change based on an incident which includes attached files (a lot of files). The description of the change automatically takes the description of the incident but not attached files. So we need after that to add files manually and that is very inconvenient. Could you please fix that? We use 7.0.0 Build 7020 (MSSQL) Regards, Vlad
Enclosed files for CAM member
Dear, After the planning stage the attachments were added to the next sections: Impact Analysis , Rollout Plan , Backout Plan etc. Further the recommendation letters were sent to CAM members. The problem is that the CAB member can see only the text but open/view file contents. This leads to impossibility to make an analyze on the Change. The attached files looks like icons. The screenshot was added. My Regards, Vladyslav
Can't correctly close incidents
Dear, From time to time our users are not able to close incidents using links from the notification mail about resolved incidents. I investigated this problem and noticed that there are two links present in our template. First one we use for the part in domestic language and second one for the part in English. The issue is that SD generates two different KEYs within the mail and actual could be only last one key. https://service.ad.upc.intranet:443/workorder/CloseWorkOrder.jsp?woID=593&KEY=1228739104232
Problem with install SDP on FreeBSD
I have this configuration: OS:FreeBSD6.2 Linux-sun-JRE.1.6_03 (it working) SDPv.7503 Install SDP in console #java com.installshield.wizard.Wizard -console Step where I enter web server port: Enter the Web Server Port Number[8080] I put [Enter] (8080 port is free) ManageEngine SDP occupies port 8443 to run the Web Server. If you want to run it on a different port, specify the same here. Press 1 for Next ... I put 1 and [Enter] BUT installer want web server port again and again. I put other number
Merging assets???
Running SDP version 7022. I have an asset that was added by a domain scan. I then had a tech mark the PO that the asset was purchased on as recieved. What did this do? It created two entries for the same asset in the Inventory. The first entry, the scan added asset, has all the hardware/software info of this asset. The PO added entry has no info about it except that it is associated to the PO. This asset is a laptop that is no longer on my network, nor can I scan it again. so the option to delete
Preventative Maintenance tasks not following schedule
I have approximately 100 PM tasks created. The weekly ones work fine, but any tasks that I have scheduled for 'Monthly' pop up -EVERY- month on the 1st, even if I didn't choose that month. For example, I click 'Monthly' and then choose 'August' only. On March 1st, that task still runs. Does anyone else have this problem? Is there a fix? Thanks!
Manadatory field on 7502
I installed the last update (7502) last week but I have a problem. How to define that the priority field is mandatory? Indeed, I found a place where I can specify that this field must be mandatory if you want to close the request but I want that this field was filled by the requester? (like old version) Let me know what is the best way...
Next Page