Member of CAB receives "internal error" when submi
Hello: When a member of our CAB submits a recommendation on a change, he often receives the attached error. We currently use build 7012 and he's running IE6. We use AD authentication. Any ideas? Thanks, Rosa
Upgrade from Buld 5501 to 7015
Dear, I want to know how to upgrade SD+ from build 5501 to build 7015 ? Thank's & regards
FacilitiesDesk Release Announcement - 5.0 release
Dear Readers, Its pleasure to do the honours!! We are happy to post the release of FacilitiesDesk 5. The new and salient feature inclusions in this version are: ** AutoCAD integration ** Room booking ** Enhanced requester login ** Maintenance Templates ** MSSQL Support And FacilitiesDesk is now available in Chinese and French. For more details on this new release pl view: FD 5 can be downloaded from, manageengine.adventnet.com/products/facilities-desk/download.html Website: manageengine.adventnet.com/products/facilities-desk/index.html
Unable to restore DB
Hi, trying to restore a backup from our production environment to test environvemnt, i cannot complete this operation succesfully. No errors are displayed but i cant find datas in test environment. The 2 installations are MYSWL based, both version 7, PROD 7.015 TEST 7.016. Is there any advice? Thanks Cesar
Moving installation
We have SDP (release 7014) installed on a virtual server and found that the origianl size of the hard drive was too small. When we tried to resize the drive we found that this wouldn't be possible through Windows 2003 server. So, that brings us to the next question - how difficult is it to move the application within the same server? Essentially, what we have done is to add a second drive to the virtual server and would like to move the entire application to this second drive. At the very least we
Remove the expiry date of an Asset
Unfortunately I entered the "expiry date" rather than the "date of purchase" (not sure if this is the correct translation, I am working with the German translation of SD+) to an asset. Now, as the asset acutally doesn't have an expiry date, how can I remove this information? Kind of a workaround could be to set the date to a long time in the future, but that is not actually, what I want to do. Thanks for any help. Regards, Oliver
Help needed with Error Code - 1,214,385,207,909
Hi Servicedesk Plus crashed and after restarting the server login fails when using Domain authentication. Then when I login using Local Authentication the SD runs really slow and I receive the following error when trying to view one of the technicians details; Please report the problem to the system administrator, with Error Code - 1,214,385,207,909 Any help would be very much appreciated. Neil
Report Wizard forgets changed Display Columns order pre-Save
While Editing a Custom Report, if you change the order in Display Columns, then go to Next and beyond, then Prev your way back to "Step 1 Select columns to display" - or - if you Run Report then choose to Edit to continue desigining, your new order in Display Columns is forgotten and reverts to what you chose initially if creating anew, or the last time you ever Saved the report. To replicate, create a new Custom Report, on Select Columns To Display, select a couple columns to display, go to Next,
SLA Escalation Emails
I have my SLAs defined, and they seem to be working normally...each ticket that should be affected has a due date assigned to it. However, escalation emails don't seem to be showing up. Are there any best practices for setting up escalations? For an SLA that requires resolution in 1 business day, I have mine configured as: Escalate After - 0 days - 6 hours I expected to get an email 6 hours after the ticket was opened. Is this wrong?
Question about the link between an asset and the PO
Hi, I cant seem to see any way to find what PO an asset was purchased on while looking at the asset. If I open a PO I can see the associated assets, but not in reverse. I must be missing something. Where is it? Thanks, Anton
Right to user on viewing of request from several departments
Hi! Whether it is possible to add such functionality? By virtue of our organizational structure in properties of the user in AD, in field Department we use: the name of group, smaller department and large department. It turns out, that we cannot give out the right to the responsible person or the head on viewing of request from subordinates. As in one big department at us many smaller departments. The request to make an opportunity - to give the right to one user on viewing of request from several
Unable to log in after changing Domain Controllers
I know what the problem is but I can fix it. We've just decommisioned our old domain controllers in favour of a faster one...BUT we forgot that SDP probably looks at the old ones for authentication. Now hre comes the problem.....we gave teh default administrator/administrator account technition status....meaning we can't do anything on our accounts without the old Domain Controllers coming back online (something we can't do). Is there a way into the system to change some settings OR giving the administrator
RPC Server error while windows domain scan
Hi, Our orgnization has bought the licence for SD+ and I am trying to add windows IT assets in SD+ by doing 'Admin\Asset Management \Windows Domain Scan'. Here i provided the required domain admin login credentials for scanning domain. But here SD+ is able to scan half of the workstations successfuly but giving error 'Connection to RPC server in the workstation failed.' for other workstations. What could be the reason when all the machines are from same domain and having same policies implemented
Issue with Purchase Order in SD+ 7017
I have updated SD+ 7015 to version 7017 (windows 2003 and MS-SQL 2005). I entered into the following problem with the purchase orders: When I create a new PO, I enter the product details like the price (in Europe we use euro �) f.e. 1234. After saving it shows up in the purchase order like this: 1.23400 When entering the quantity f.e. 1 , the amount displays as 1234.00 Of course all existing PO's are completely wrong because of the error above. What could cause this? Kind regards, Liesbeth
REPORTS
Many of the canned reports are great in the system. The only issue I have come across (and maybe someone knows how to get around it) is when I modify a report the system doesn't allow me to do a 'Save As' instead of a Save. Could someone let me know if there is a way to take a canned report, modify it and then save it with another name but still be able to keep the original report unmodified (essentially a Save As). Thanks.
Software "Types"
I want to be able to add a few more choices to the "Types" selection for software. Right now I have the basic ones, like "managed", "freeware" and so on. Can I add new "types" to the list already there?
Barcode Scanner
Is anyone using, or know if you can use, a barcode scanner with Inventory Mgt.
default sight
how can leave a default sight, for all profile. example see picture
Custom Query Report
Hi Team, I am wanting to get a couple of different reports out of SD+. Background - we prefix all Subject lines in all requests with different codes to enable a quick way to identify the type of call. I would like 1 report that can give me the list of requests that DO NOT have the prefixes in the subject. I would also like a report that will give me the total number of requests by dept for the month of each type based on the prefix in the subject line. Anybody have any ideas on how to do this? Thanks.
manually entering software licence details
Further to my thread about "import licence info from another source" I want to enter manually new licences purchased. If I do this through the asset > software licences - there is no option on this screen toi add new licences. You seem to only be able to do this from assets > scanned software screen, where you have the ability to retropsectively add licences against software that has been scanned on the estate - this implies you can only add software licences against products that have been picked
installation on Windows server 64-bit OS?
Can anyone advise if servicedesk plus (Enterprise version), Application Manager and Ops Manager can be install on Microsoft 64-bit Windows Server 2003 Standard platform???
Request page navigation buttons move
Just noticed that the navigation buttons at the top of the request page move from left to right when you move through pages of requests. If appears that the white space before and after the showing box in the FILTER section in the header of the page shrinks on every other page and grows back on the pages between. Behaviour is the same Firefox and IE 6 An annoying feature, ideally should be resolved. Regards, Andy
Issue in 7017
Two issues I found, Nothing important just annoyances. 1. When you are on the Admin page and looking at Asset management - Product the initial setting for the number of displayed Items is 100 (at least for me). It will not keep the change if I select 200. If I edit a product after I set it to 200 and upon going back to the list it set at 100 again. 2. this is a spelling issue. in the admin page again and this time in the Purchase order - cost center screen. In the first sentence of the first paragraph
After installation of updating 7017- HTTP Status 500
After installation of updating 7017, sometimes I have this message. I do - will return back in IE and all works fine. What to do? After installation of updating 7017, sometimes I have this message. What to do? HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Problem migrating from enterprise to professional
Hi, I tried the enterprise demo but finally settled for the pro license. I got it today but it seems that impact is not part of the pro package. That in itself is not a problem, but it seems like some setting in my trial edition prevents me from resolving requests now. It says "Request cannot be completed. Please fill the following fields - urgency, impact, requestType". Can I change in the database somehow to not need that?
Need to change the default page.
I want that any requester opens servicedesk plus, he/she should see the request page as a default page instead home page. So that he could write a request direct.
SD+ on a mobile device
Hi, Is it possible to have special mobile view to use on a mobile device? We like to give the the technician a mobile device. it would be great if they can see their requests in a mobile view!!!! Please let me know!!! Jeroen
Adding an attachment
From the technicians view in the web interface, is it possible to attach a file within a request? if there is i'm blind if it isn't it would be a nice addition
Change Asset Type
I have a very basic asset management question here...... I create a new asset. System assigns it to the Asset Type - Workstation. I spend 3 hours digging through every single buttons and tab trying to figure out the simplest of steps. How to change an asset from the type "Workstation" to the type "server" for example. You see, this is really important to my boss. We just purchased 3 brand spanking new $8000 dollar servers for our organization, one for each of the branch offices. When he pulls a report
Error adding scan result to history
Hello, When scanning a workstation i receive a error that the result could not be written to the history. The changes where detected only they do not show up in the history of the workstation. What can i do to fix this ? This is the error i get: == FAILURE :Workstation successfully scanned. But problem while adding history of audit for the workstation :3006 Please report the problem to the system administrator, with the Error Code - 1,210,848,317,488. ==
How to e-mail request to SD using exchange server
Hi, how can a user e-mail SD7 with a request. We are using Exchange 2003 server using SMTP mail. We are getting e-mails for requests added through in SD but cannot see how we can e-mail a reuqest directly. Thanks
Searching Requests
Hi, i've noticed that when you use the search facility in SD+ 6, notes etc are not included in the search. how can we enable this? Thanks
SD+ mail parsing way
Hello, we are evaluating SD+. Actually we have installed the 7015 hotfix. I need to know exactely how SD+ parse mails in the system. I mean if I reply via web at the ticket and somebody reply back via Outlook, his reply is parsed correctly in the same Request inside the Web system. Which are the fields that SD+ check to do this? Is possible to send a new e-mail (not a reply) and do the way that it will be insert in a determinate Ticket already open? This is really interested by us for tickets opened
Customize the showing fields in Request page
is there any method to customize the field which show in the request page? from the beginning until now, it just can show the default fields. it seems very difficult for users / technicians to sort out the request in easy way.
Requester not allow to view other's requester ticket
Hi all, I want to ask if service desk plus do not support requester viewing other requests from other? Like a ticket created by Peter. While John (another requester) can not view the ticket between Peter and the technican? Any idea? Regards, Dennis
Email requests description not showing
When users are submitting requests via email (outlook 2007) through exchange 2007, The request shows up but no description. Our company has a standard email sig. that we all must use. However we have tested this and found that is not the issue. It is not happening to everyone in the company but most users. We have been reviewing the options and have not found any differences with the users that can email and the description shows up and the users that email and the description does not show up. Any
need help on this query report
hello,, could anyone help me on this report. i want to automate this report instead of a statis createddate between two constants, i want the report on sysdate - 30 days. if you see the query there are static values to createdtime. i want to schedule this report to run every month, so the criteria should be sysdate-30 days, that means the last 30 days report. plss help!!! SELECT std.STATUSNAME 'Request Status', wo.WORKORDERID 'Request ID',aau.FIRST_NAME 'Requester',wo.TITLE 'Subject',ti.FIRST_NAME
If translation is buggy..
What is the proper way to report bugs related to translation (I mean russian one) ? Is there special discussion group or collaboration space ?
Requester not allow to view other's requester ticket
Hi all, I want to ask if service desk plus do not support requester viewing other requests from other? Like a ticket created by Peter. While John (another requester) can not view the ticket between Peter and the technican? Any idea? Regards, Dennis
Email requests description not showing
When users are sending helpdesk requests via email, using outlook 2007 and exchange 2007, some users descriptions are not showing up. We have tested this from multiple computers all with the same configuration. The company as a whole uses the same email sig. format and we have tested with the sig and without the sig. and still had the issue. We attempted to contact support but were told they have never heard of the issue. Please help!
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