Build 7014 loses attachments
Adventnet: After migrating from 7011 to 7014 we have found that tickets that have attachments that were included in subsequent emails (ie: the attachments in question were not in the original request) we are not able to pull up the subsequent attachments. When we do we get an Apache/Tomcat 5.0.28 error as follows: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: No rows found
7014 IT assets - error when viewing PRINTERS
Clicking the PRINTERS view from Resources > IT assets produces error: http status 404 - /NULL type Status report message /null description The requested resource (/null) is not available. Apache Tomcat 5.0.28 This is getting ridiculous.
Repnok bubio long
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Affordable Home Insurance
You will find helpful information about Auto, Home, Life, Health, and Commercial Insurance so that you can find what is right for your needs. Our insurance agency truly cares about our clients and we value long term relationships. We are always available to help our clients. Striving for total client satisfaction is our goal and we promise to amaze you with our complete service. Most importantly, we treat your insurance as our own. We understand that insurance can be confusing and we are here to
Enhanced PO Module progress?
Is there any indication when the enhanced PO module will be released please. I was suggested that it was to have been in two recent hotfixes and was pulled because it was delaying them I assume. Hopefully this isn't waiting for 7.5 ( unless 7.5 is actually going to be released by end June '08 ) Regards, Andy
SLA Reporting / Subscribe to a request/ticket
Hi there, I'm currently evaluation ServiceDesk Plus, and I only need few things to be clarified before I make my decision. First question: I have two groups defined and wants to know how these two groups performs every week, according to the SLA. So every monday, I would like to know how many percent of the requests/tickets was finished within the defined SLA. An example output could be like this: High SLA = 86 % Normal SLA = 100 % Low SLA = 55 % Is it possible, and how do I do this? Second question:
Connection Relationship - Business Service
When you are creating a new "Connection Relationship" with an asset and you choose to connect it to a "Business Service", where does that list come from (e.g. Email, Payroll, Intranet, etc...)? I would like to customize the Business Services but can not seem to find out where I can do that. FYI... I am running on build 7014.
Contact and role
Hi, i need to associate a role (used only for report) to some contacts. Is it possible or not?? The roles are only used for supportrep?? Thenk you in advance for answer. Marco
Google Maps
Hi Is there any plans to introduce a map facility like what is in place with Opmanager? We have assets, CCTV for instance, that are not networked but would like to locate them on maps to make it easier to show their location. It would also be handy to place assets on floor plans too. If no plans yet when will servicedesk and opmanager assets database be incorporated together? Regards Mike
Formatting changes on request submission
I have setup a template for SDP using Word (I wanted tables) and copied and pasted it into the description field. It looks fine, and when submitting a new request using this template it still looks fine. However, once the request has been submitted the formatting changes, a huge whitespace is inserted between the start of the request and the table, and additional lines and padding are added into the table. I have attached screenshots showing the issue. Why does it appear correctly in the description
Ver7 B7000
@ Tech Support Got a couple of quick questions. Is there any talk of implementing a request form customizer for the Technician view as well. While i understand that the added features in this lates release may be useful to other companies, for the time being, we are not using them. I would like to simplify things for our technicians in the meantime. Also in the PO system; how about an option to enter multiple Shipping addresses for companies with multiple office locations. a little drop down field,
Technician missing in Request "Assigned To"
One of our technicians is missing from the list available in the Requests form "Assigned To" drop down box. He is visible everywhere else (ie, in Problems, etc) but just missing in Requests. This is creating problems as he cannot currently close off any requests he creates/works on. Have checked his user with another technician who DOES appear in the list, and they are exactly the same, including their group membership. Does anyone have any ideas as to why this would be occurring? Thanks!
Not able to scan systems in Workgroup
We are using ManageEngine Service Desk Plus for asset management and helpdesk. Most of the workstations are in a domain say DOM1 and reamining are in WORKGROUP. The problem is that it fails to scan the systems in Workgroup. The ManageEngine server is running on a member server in DOM1 and the service runs in domain administrator account. In manageengine configuration, one domain, DOM1, has been configured with one domain administrator account. All systems are in same network say 192.168.0.0. So,
Adding Resolution does not change request status to Resolved
Hi I remember reading somewhere that when you add a resolution to a request the status of the request should change to resolved. Can you confirm if this is the case and if so look into why it does not work. Technicians currently have to change the status manually by editing the job. Thanks Mike
Technician not appearing in list in Requests
There is a technician who is not appearing in the list of available techs in the Requests page. As a result, he is not able to complete requests. He has the same access as other technicians, and is a member of the same groups, but does not appear in the list. He does appear in the technician lists in work logs, problems, etc - just not in the Requests page. I have attached 2 screenshots to better illustrate. Does anyone know why this would be happenning?
[Request ID :##6034593##] : [FORUM : 477501] Schedule AD imp
Hi Chris,We would like to analyze the log file generated after doing a manual import for the OU named WESTMILL FOODS. Please generate the support file after doing the manual import from that OU . Regards,Sandy.
Request data import tool?
My company has set up all the framework of Servicedesk, technicians, requesters and self service portal. We now have some more ticket data from our old system that we need to import. I'm using ServiceDesk plus 7 (build7014) and MSSQL server. Is there a import tool that I can use? An SQL script for mapping fields over would be just fine. I'm going to be in a time crunch for this one, as management is expecting a short downtime for migration - less than a day. Please advise.
Build 7015 released!!!
Issues fixed in this Hotfix : 1. Issue in viewing the request details of a closed request by requester if any of the user defined field is masked for the requester in the "request form customizer". 2. Error while opening attachments in Request Conversations. Please see this thread in the SDP announcements forum for complete details: http://forums.adventnet.com/viewtopic.php?t=626331
customization of the application
It sometimes occurs that an employee is able to solve an issue she/he reported to the helpdesk. It would be useful to allow her/him to directly close the HelpDesk ticket. There is a way to implement it today??
Request Form Customizer - Requester Can View
Hi Support, I had an issue regarding Request Form Customizer. When I check only the Requester Can View checkbox on any field (ex.Priority)..basically this would show the Priority of the ticket upon creation and it is not a mandatory field and requester cannot set. But why is it not showing when i create the ticket??.. I only see the field/detail after I created the ticket. If this feature is normal, why should it be on the requester form customizer?? ServiceDeskPlus Details: Service Desk Plus 7.0
Contact and role
Hi, I need to associate a role (used only for report) to more contacts. Is it possible or not?? I know that I can give a role to a supportrep but not to a contact. Help me please. Thank you in advance. Cheers Marco
question about the survey result
Since I passed the last released 7014 to my application, the result about the survey isn't order. I want to this result was order by date desc. Is it possible to modify the request? If yes, where I can do it? Thanks for your help!!
SDP Crashes
Hi guys, Today I have experienced some problems with the SDP service. I was getting Apache/Tomcat 500 errors or the pages were loading incompletely. After restarting the service all came back to normal, but I have noticed that some tickets that should have been generated only after restarting the service. I also tried to generate a support file but when I click the Support tab it displays an empty page. I am using SDP build 7009 on an MSSQL database. Please advise ASAP. Thanks
Not able to scan workstations not in domain
We are using ManageEngine Service Desk Plus for asset management and helpdesk. Most of the workstations are in a domain say DOM1 and reamining are in WORKGROUP. The problem is that it fails to scan the systems in Workgroup. The ManageEngine server is running on a member server in DOM1 and the service runs in domain administrator account. In manageengine configuration, one domain, DOM1, has been configured with one domain administrator account. All systems are in same network say 192.168.0.0. So,
Assign request based off aliases
I am unable to get a Business Rule to apply based on the 'To' field, it works fine with subject line, I know the alias is correct because the request gets created it just will not auto apply.
Build 7014 released
I see V7 build 7014 is released but I saw it from the RSS feed. Normally it's stickied at the top of this forum so people may have missed it?? Regards, Dean
Global View Question
I would like to grant a user the right to see the Global View of open tickets but I don't want to give the user Administrator level access to the application. This user needs to be able to see how many tickets have been assigned to each technician and the Global View does this quite nicely. Is there any way that we can do this? Thanks - Dennis
Issue in Mail Fetching
We have been seeing a number of issues related to mail fetching since late last week. At this point I get a message every 30 minutes or so as follows: System Log Message: Issue in eMail Fetching Probable Cause: Mail fetcing is delayed ....due to start time and finish time is ZERO I also received one last weeek as follows: System Log Message: Issue in email fetching Occured At: Thu May 01 10:15:57 CDT 2008 Probable Cause: Mail fetcing is delayed ....due to schedule time=1209651748010 more than curren
Report to get times
Looking to gather some metrics on requests. Want to see the total time from generation to assignment. assignment to completion. Anyone done this already? Thanks.
Multiple sites / One Server
Hi all, i have been given the task of consolidation our help desks to one server. We currently have our internal helpdesk on one server and out external on another and it is important that we keep these separated. Is it possible to run both these helpdesks on a single server rather than having them on two ??? I have installed one and if i try and run the setup again it wants to uninstall the last copy ??? Thanks for all help on this Regards Paul
Assets being listed as Workstations
We have a number of non-workstation assets (eg servers, access points, etc) that have been discovered during the network scan. The problem is that when we view the assets discovered and you filter by the product type Workstation, these other assets are also appearing. When you filter by another product type, say Servers, only the servers appear. How can we stop the other assets from appearing in the Workstations list?
Resource Tag - Optional Column in asset list
This was mentioned a while ago - see http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002669603 and I was just wondering what was happening here? We would like to see an option to have a Resource Tag column appear in the main asset list. Our Scenario - We are a school with a full windows environment and currently use our own ICT serial numbers for tracking our assets. For Workstations, these serial numbers are used as Computer Name which and picked up automatically
ServiceDesk server shutdowns automatically
Hi, My ServiceDesk shutdowns automatically after a interval of few days and the only solution to start it again is server restart. After diagnosing i could find out that the java.exe process utilises lot of memory, when it reaches around 370000K Mem Usage it then shutdowns the Servicedesk. And after restarting the server the java.exe process utilises around 194000K Mem Usage and i noticed that day by day it goes on increasing and again when it reaches at around 370000K Mem Usage it automatically
Next Scan Schedule says not Configured, but it is!
I've previously scheduled my asset scan to take place daily. I didn't notice til recently that it stopped running a bit back. Now when I look on the scan summary section, when I get down to Next Scan Schedule it says: Not Configured, however when I click on the Configure Now link the next screen shows a checkbox in the Enable Scheduled Scan box, along with the time I original set the scans up for Daily Scan, etc. I click apply come back to the Scan Summary screen, it stills says Not configured. Any
*info* 7014 service pack error I had
I applied the service pack 7014 to my 7012 service desk and had problems starting it once the service pack was installed. Did a backup before I applied the update. Once the service pack was installed the service desk would not run, it hung at started application later and wouldn't go any further. I check to make sure service was running after update. Checked that mysql was not hung or apache, which is not my set up as I use a sql 2005 server. To fix this I had to uninstall current version and then
Problem with Sending an Email to Ticket
Hey guys, Sorry if this has been brought up before, I couldn't find it in the forums. I have a user with technician rights, that when he emails an open ticket with any information it shows up with another users name as the "from". Example: Bob emails open Ticket # 123 with a comment about the issue, and in the Conversation section Bob's email shows up as John. The information is all correct just anytime he emails any open ticket it shows up as John instead of bob. I don't have any crazy customizations
New Indiana Jones - Any large ? - Chiermess
Hey, New Indiana Jones gonna be cheerful soon. Do You ponder it's gonna be any noble ? piddling commentary: I caught an hastend screening of the fourth Indiana Jones hushed exact replica and I say I enjoyed it IMMENSELY!!! Wow, for years now I compassion that after "War of The Worlds" Spielberg has vanished his make up for; not so here. Here he returns to the underlying fundamentals of the vanished arts of practicality and unblemished-minded physical credible old fashioned archetype storytelling
Build 7013 Released
A hotfix (version 7013) has been released. This hotfix is applicable for 7000 to 7012 builds only and is available at http://bonitas.adventnet.com/servicedesk/25Apr2008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_13_0.ppm ( Links in Web pages will be updated shortly ) Issues fixed in this Service Pack : 1.Custom Views with filters based on "None" as one of the criteria values not displayed properly has been fixed. 2.Custom Views based on SubCategory or Item in the criteria list not shown properly
Site And Region in request reports
Could you PLEASE!!! add fields "Site" and "Region" to request reports and master custom report.
converting workstations to assets
hello, upgraded to SD+6 to SD+7 last week, and all has been smooth. however, it looks like the new inventory management has turned a lot of what used to be "assets" in SD6 into "workstations" in SD7. is there any way to change them back to assets without re-keying them in? p.s. are there built in definitions for assets? it was pretty wild to find out servicedesk had already filed away mpost of my assaets into proper categories
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