Service Desk & Exchange 2007 Mail Fetching
iI am unable to fetch mail when using a Exchange 2007 email account. is there any way round this.
Custom SQL Query - Software not installed and scan ok
I would like to find all workstations without Symantec Antivirus, this query works, except that it also returns any workstation that has failed all scans. I need a query like this that is limited to workstations that have been successfully scanned. select systeminfo.workstationname from systeminfo where systeminfo.workstationid NOT IN (select sys1.workstationid from systeminfo sys1 left join softwareinfo on sys1.workstationid=softwareinfo.workstationid left join softwarelist on softwareinfo.softwareid=softwarelist.softwareid
Cannot get the Audit function to work
We have just installed ServiceDesk Professional 7018. I am having a problem where I set the auditing to occur every day at 10 a.m., but get no indication that the scan is actually happening. When I go to run any of the audit reports, the browser just hangs at a white screen. All my settings stay intact, but I just can't seem to have any luck with the scans. Can anyone help me? Thanks, Dave
Notification of request being assigned sent to group
We are wanting an email to be sent to a group or to all techs when a request has been assigned. Right now it will send an email to the tech it was assigned to, but we would like the other techs to know it was assigned by sending an email.
Login bug
This is only a minor issue and I can't really think of a scenario where it would actually happen, but I consider it a flaw none the less. In configuring my system, I set up pass thru authentication, but because I'm configuring I frequently log off SDP and use a test account to test the system. While doing this I noticed that if I type in invalid credentials (put gibberish in the username and password fields and select any domain) and hit login it logs me onto the account I'm currently signed onto
Asset Scanning Causing issues
Whenever I try to schedule an asset scan, the scan causes the SD server to reboot. However, the server that SD is on does not reboot. It would appear that the SD Program crashes out, and the SD server program initiates a restart of the services. Is there any fix to stop the reboot and to do a scheduled Asset Scan successfully? Regards
open/closed request by technician gap report
i need some help in creating a report. i need a report which has the number of requests assigned to a techy and closed by the techy but also the number of calls still open during a week period. can this be done?
Moving sub-category under different category
I'm pretty sure this type administration isn't available from Service Desk interface but I was wondering if I could manually (SQL Server) move a sub-category underneath a different category? Has anybody ever had to do this? Does SD have any nice little utility programs or SQL Update scripts that would help us preform this? Thanks Jerry
Adding new licenses - SDP 7018
I hope that this is not me being really dense here but how does one add software licenses outside the PO system. I have looked and looked and cannot find it. The Help screen says: From the software view list page -> Click Create New link -> select Software License option. This opens Add Software License page. Select the Product Name from the combo box. If the product name is not available in the list select Add New link to add the product. specify the Product Name in the given field. This is a mandatory
Adding a new item in a PO
Can you please add a "Manufacture" field to the form when you add a new item in the Massive, un-sortable and every item in your DB list when trying to create a PO req. this not being in there then forces you to go into the item list and edit every single new thing you enter. Since you are unable to completely enter all the information when you first create the item this can lead to very long updating times depending on how many new items there are.
Monitor Serial no.
Hello, We are currently on SD+ Build 7015. As workstations are scanned and information on workstations monitor is populated, it seems the serial no. is no. While I understand that if the information is provided through WMI, it will populate following a scan of a workstion however; if we need to add the serial number manually, when you edit a workstation, the serial number field does not appear. It would seem the only way to do this on SQL database is to enter the information on the dbo.MonitorInfo
Requester Details - Assigned Assets
Could you include an additional change in the next release to show assets assigned to a user on the Requester Details page. This is usefull for quick referencing what equipment is assigned to a user. Thanks Mike
Request Template - using html code in Description
I am creating a new template and wanted to add some html code in the body to make the free form look like a actual form to fill out.. example code of a simple table. <table width="100%" border="3"> <tr> <th width="34%" scope="row">Request Change (Internet\Intranet):</th> <td width="66%"></td> </tr> <tr> <th scope="row">Requested Due Date:</th> </tr> <tr> <th scope="row">URL: </th> <td> </td> </tr> </table> The issue is when you put the html code into the body and switch back from HTML to normal
Scheduled email notifications
How can I schedule email notifications in SDP? I would like to send an email 3 times a week, every week. The email is to notify our users that their PCs will be rebooted giving them a 24, 48 and 72 hour advance notice. What I've done to try to implement this: 1) Set up a Preventive Maintenance task that will create a request every Wed, Thurs and Friday. 2) Created a fake technician and placed it in the requestor field. 3) Since a request will be created based on the PM task, I figured I'd simply
aaaService table problem
Hello I'm using SD+ 7.0.0 Build 7018 with sql 2005. Yesterday night SD crashed. I analyzed logs and see something like below each time after user log to the system and travel throught cases. [16:44:10:015]|[07-16-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[74]|: DataAccessException occured while trying to fetch service name for context : /custom - No rows found for the table AaaService in this DataObject| [16:44:10:015]|[07-16-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[74]|:
HotFix 7018 Released
Dear Users, HotFix 7018 has been released. Please refer to the below link for more information. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Regards, Srikrishnan ServiceDeskPlus.
date format
i'm trying to generate a few reports from sdp, but how can i convert these data types for createddate to read as date, month and year. i tried to_Date and some other functions for date function but nothing seem to work??? in all cases, how do we make out from the bigint data type what the date actually is????? thanks!
July 7.5 realease
Hello Support Any update on the expecxted arrival fo the 7.5 release (July?) Will there be any way to get a preview (maybe on your online demo?) of the release before we download it on release day?
Windows Domain Scan
I have an issue with the windows domain scann. It has been running for weeks. Can you advise me how to stop it or see what it is doing. # Please HELP #
Asset and Software Licensing Management
Is it possible for SD+ to scan Winterms, as well as being able to track Citrix Application Licenses within the Terminals? Can SD+, rather than assign Licenses to Assets, can the licenses be assigned to users? Any info would be appreciated. Thanks
Building a report for requesters
How can I build a report for all requesters on our base? Basically what I need to do is to build a report that will display selected data from the Requester section. it looks like the system is based around the Requests rather than the requesters, do I have to create a new query report?
Cannot clear default value in additional fields
We are running 7010. In Request-additional fields I have two fields each with 'Not applicable' set as the default values. The fields are mandatory. Try as I might I cannot clear out the default values so they are blank instead. I clear them, save and when I go back the text is back. Any help appreciated.
Upgrading SDPlus 5 to 7?
I would like to upgrade my SDPlus V5.507 to the newest version, is this possible with one step or do I have to upgrade to v6 first? (If possible: Where can I get this upgrade?) Thanks in advance!
Several Issues.. Support Form, Technician/Users, AD Import
First issue: I'd submit these via your support form, but I think your CAPTCHA is broken. It keeps prompting for a new verification code when you hit submit. Second issue: Changing a requester to a technician then removing the technician causes the user to be removed. Is there a way so that a technician can be changed back to a user without deleting that user? This causes headaches as the user may have items associated to them. Third issue: When importing from Active Directory, users aren't being
Managing old and discontinued Products
We need to be able to remove old and discontinued product associations with vendors or hide old and discontinued products without removing the history of the purchase. The only solution I've seen so far(provided by SD below) removes the product, but also removes it from any PurchaseOrder thereby leaving no audit trail...not very good practice. With the implementation of the new list based view in the Purchase Order screen it will not be long before it becomes unmanageable and difficult to use as
why i can not uninstall servicedesk plus7?
Hi Why i can NOT uninstall ServiceDesk Plus using "Uninstall ServiceDesk" Option. Why??
Technician - view all in Department
Hi team, I seem to have an issue with viewing all Requests for a Department. I have created a new role with Add, view, edit permissions for requests. Then ticked the box "Requests technician is allowed to view: All in group & assigned to him" I have created a Technician and assigned this role to them. When the tech logs in they cannot see all requests for the group. They see all their own requests, any assigned to them...and a few of the others from their department. But not all of them. Any ideas?
Can't close ticket after buld 7018, filed urgency needed !
we just update to buld 7018, and now we can't close ticket, the error message is "FAILURE: Request cannot be completed, please fill the following fields: urgency impact " How can we solve this issue ??? many thanks Lorenzo
Error upgrading from 7012 to 7018
I am trying to upgrade from 7012 to 7018 and its not completed successfully after that the service desk is not starting also. If I can revert back its is also fine for us, this is in production environment so I can�t able to delay it. Please help me out for solving this issue. Error is �Unknown table name specified AaaRole�
Service Desk + fails to start after i installed it
I went through the installation of Service Desk Plus. When I go to launch it, it does not start. Why?
Technicians details change very few days
We're running version 7.0.0.0 Build 7008 on Windows 2003 SE SP2 Every few days after a standard reboot a couple of the 10 technicians details revert to old settings, thou this can be changed back once discovered it seems completely random and only every effects two technicians and two parts of the details, one is name and the other email address. Anyone got any idea why this happens I'm baffled by it. Regards Matthew
Dutch translation good, but not working :(
Hi, I have a problem with the Asset Management of SD. I'm don't have the state status in Dutch, but English. But if i look in applications/extracted/AdventNetServiceDesk.eear/AdventNetServiceDeskWC.ear/AdventNetServiceDesk.war/WEB-INF/classes/resources/ it's good. See attachments
Mailformat Change not correct
Hi, When i add a new change the Technician receives an email with HTML code in it. It is not being recognized as HTML: BR A HREF But when a Task is assigned to a technician, this email is correct. Can you solve this issue? Regards, Jeroen
Update Apache
Hi! We're running ServiceDesk 7012 with Apache 2.0.47 I want to upgrade Apache to 2.0.63 �Will I have any problem with Servicedesk? �Can I upgrade to 2.2.9? Thanks in advance
Build 7018 - Purchase Order Numbering with Multiple Techs
Found this morning that the automatic numbering of purchase orders is specific to each technician. I set the default value to start numbering at IT-00012. It did it for me only and reset itself back to 1 for the next tech that started to create a PO. Now when I look at the default start value, it's set at 1 instead of IT-00012. This is going to be a big problem going forward.... Any chance we can get this fixed asap?? Tony
Few issues with SD+
I am looking to open up our SD+ helpdesk system to external users so that they can access the helpdesk remotely. I currently have both AD Authentication and Pass-Through checked and this works perfectly fine within the LAN for all users. However, I've added an external URL for users (Admin > Self-Service Portal Settings > Alias URL) and have allocated the address http://helpdesk.domain.com:90. Upon testing this internally I'm asked for my username and password so I enter: domain\username and the
Software Catagories
When classifying software that has been scanned on user workstations you can change the catagory to Database, development, operating system, game, graphics, etc...... Is there anyway to edit that list. I have yet to be able to find a way to do it. Games dont really apply and neither does multimedia in my envirment. Incidentally the "Software Type" would also be nice to edit, it currently has managed, freeware, shareware etc...... Thanks for any help you can give.
HELP PLS setting up Incoming mail
Hi, How can i achive to retrieve mails for my echange server we do not support pop when i try IMAP i get an error that it is unable to connect. Ougoing mail works fine.
Escalation Path
May I know the escalation path when requesting for customization ?
Can't start SDP after 7018 upgrade
Hi, I have just gone from 7015 to 7018 and now SDP fails to start. The output from run.bat is below. Although it says "server started" and "please connect your client...." I get "page can not be found" when attempting to connect: . JBoss Bootstrap Environment . JBOSS_HOME: M:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djbos s.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
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