Priority Matrix functionality appears to have changed - 7012
With the implementation of 7012 I have noticed that the way the priority matrix is implemented when creating a request has changed. We have our matrix set so that techs can override. With build 7011 when the entered the Urgency and Impact the priority was defaulted in for them. With 7012 this doesn't happen, it just gets left. To me it appears that 7012 is broken in this area now. Can this be confirmed as a break and when the pre 7012 functionality will be restored or advised how I should set it
Problem with german umlaut in mailattachments
Hi, I have many requests with attached eMails. With the german version of SDP we have the Pproblem, that with the first opening of an eMail-attachment, the german umlaut is displayed correctly. However, when I reopen the mail-attachment, all german umlaut are corrupted (see attached screenshots) I use IE 6.0 with Windows XP prof SP2 It works again after closing IE and reopening IE again. It is really annoying. Can anyone help? Juergen
SLA configuration
Have noticed 2 problems with the SLAs First, you cannot delete an SLA you have made if you used it anywhere. It gives an error saying that it is in use. This is a problem if we create an SLA, then change it or no longer offer it. Also, the longest response available when configuring the SLA is 23 hours, 59 minutes. Our SLAs call for a variety of times, from urgent (1 hour response) to a 48 hour response time for non-urgent issues. We need a way to set times longer than 24 hours.
Email fetching Problem
Hi there; I cannot start fetching service, all settings was okay. the fetching stopped as soon as I start it. I restart the whole server without any result Plz advice
Replies to and from requesters
We have noticed that since upgrading to 7012, if a reply comes in from a requester to an email sent by ServiceDesk, then SD sends a reply back (Acknowledge requester by email on receipt of the email reply) message )which turns off the red envelope on the top screen, thereby we are not alerted that the reply has arrived. Also, prior to 7012 we had the reply turned off, upgrading to 7012 seems to have turned this on. Apologies if this has been covered in another post, I checked but I couldn't see it.
Error when trying to view Approval request
Hi, We are receiving this error often when approvers are clicking on the link to reject or recommend. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.notification.util.NotificationFactory.formateDate(NotificationFactory.java:1010) com.adventnet.servicedesk.helpdesk.util.NotificationUtil.getReplacedString(NotificationUtil.java:345)
Cannot Delete SLA
I have an unused SLA in our database that I cannot delete, the error it gives is: FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,201,910,304,968.
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documentation of tables database
Hi, I�m working of service Desk 7.0 Enterprise. I would like to know, are where stored the history of allocations and reallocations of the requests in the tables of database? Thanks & Regards I. Delgado Especialista del Producto :D
Request closing rules
One of our custom fields is: Cause of error/job request This is a custom field with a drop down box with a list of various reasons for the cause of the problem. As it is a drop down list, one of the entries is the default - in our case it is a "-". We have a closing rule that says that there must be an entry in this field, but as it is a drop down box with a default it will never be empty. Can the close be made so that it is condictional? In our case conditional that it isn't the default, although
computer monitoring software
Hi And What computer monitoring software do you prefer? I think that nowadays it is hard to find computer software monitoring wich will suite you.. What can you reccomend? G'tenebriousness
Email notify a requester / user when notes or time is added
Hi Adventnet, I was wondering, we have just turned on notifications to our users, but when I add notes or add time to a request, the requester is not updated by email? Surely there is an option for this? Currently it is only emailing the requester when a request is created, a resolution is posted or the request is closed? How can we have it so they get emailed when notes are added or time is added? Many thanks, Jon Clayton.
DST Timezone problem
Hi All, The time that the calls are coming in are incorrect. There was a change to DST where it was delayed by a week therefore a call that is coming in at 4:30pm is being tagged at 3:30pm. Where does SD get the time for the call when it picks it up out of the mailbox? And please tell me that there is a quick fix to the problem. Cheers Brett
Issues and questions
Questions I have been asked about this product I need resolved 1) Do the business rules process emails fields as plain text, meaning I have to take into account HTML formatting when creating my business rule. 2) How do I use a comma in a business rule (escape character). 3) Is there a patch for the web UI that will understand timezone offsets, especially considering the backend database is storing the EPOCH time as UTC.
Reporting over multiple domains
Hello all, I am situated in Australia and look after the pacific area(Aus and NZ) we are looking at upgrading and using SD+ in our other geographic regions, South East Asia(Singapore, Seoul and India) and Greater China(Hong Kong, China and Taiwan) Considering the above, how can I gather useful statistics from reports for each of these regions without having to go through major calculating?? Can I allocate domains to regions ?? Hope this makes sense??
ASSETS QUESTIONS?
Good Morning Guys, Have some questions about assets module. When clicking on an asset, I've noticed the region & location fileds. As far as the location field, I know where to fill that value in. But what about the "region" field? Where do we fill that value in? Also, when running a "respources" report, I have the value "site". Where do we fill in that value as well? Best Regards, Paul
Create a backup take more than 3 hours!
Good morning, I've a little problem with saving database. I've created a shedulde task on a Windows serveur 2003 on a VMWare serveur. We use the helpdesk for 6 month, not lot of tickets and attachment pieces and the backup take already more than 3 hours! I've deleted the log files (about 5Gb) and it's the same. And the backup work only 1 time on 3. It generally stops on the generation of the file aaaaccsession.sql 2 hours after the begin and the file size is about 150Mo. What can I see and do? Thanks.
Back-up and Restore Data and Config Settings
Good Morning All. I have had a quick look through the forum and could not find what I was after. My question is, does the built in backup of the servicedesk plus back up all my config that I have inputted into the program and all my calls. I have installed the DB to SQL server 2005. But basically if the server crashed, I would like to install a fresh copy of the software and be able to restore my config and data. Or is all my call info and config stored with in the SQL Server. I am no SQL expert
Deleting a product - I don't know the module association!
So I was naming all of my products with the manufacturer up front because I thought it would make it easier to identify. Upon doing a domain scan, SDP recreated all of the products with the proper naming convention. Currently, I have double entries: Dell Optiplex 280 Optiplex 280 I would like to go and delete all of the entries prefaced with "Dell." I've deleting the vendor association but there are still other associations. Where should I check? What should I look at? If I go to workstations, all
Annonymous access on Tomcat
I need to know how to enable annonymous access on SD so that when users go to the external interface they aren't prompted to enter credentials just to show the login screen. Any help would be appreciated. I also need to know how to setup a virtual host for SD so that i can have internal clients redirected through DNS. Thanks -D
Various issues
I am now in more serious need of properly-functioning custom views, so I am going to complain again. Custom view criteria do not work properly, period. If you specify any criteria for assigned technician, there doesn't appear to be any way to make it show unassigned requests as well, no matter what I do, even though "none" is a selectable option when choosing technicians for the view criteria. Here is the view I'm trying to create. I would like somebody from AdventNet support to try this and see
Unknown Workstation
i have a problem with my service desk plus If i click on "workstation" i see : (service desk.jpg) and if i click on one server/workstation, in my exemple alpha-test (service desk2.jpg) i see Product Name : Unknown Workstation and if i push on edit, is not unknoown workstation but (service desk3.jpg) how don't see Unknown Workstation and good name? Sorry for my poor english
Updateing reminders in requests.
When trying to update a reminder in a request, we get a HTTP 500 error every time and the reminder is not being updated. This is on build number 7012 using MSSQL 2000 as the database server.
How to merge 2 Requester ?
Hallo, I have 2 same Requester in the List. The one have less information, the other have more information and i want to merge the two requester. For example: see attachment Can somebody help me :?:
SD on Linux Debian + AD Authorization
How i can make AD-users authorization in SD(Linux)? When i tray scan local network for othes computers I get "Connection to SSH Service in the workstation failed." How I can search computers with WinXP in domain?
Feeding additional AD fields into requesters
Is there a way to pull additional fields from AD user accounts into a requesters details? In particular I want to pull down company information for each account so I can separate division information from department.
requester details not showing
When we select a requester by typing in the first part of the requesters name and have it populate the name the Contact numbers do not show, but if we go into the requester list and search for them and select them it populates the contact numbers. anyone else run into this. we are runnn 7.012. I have submitted this problem 2X to Adventnet and they have not responded.
How to sort Reports
Hi, i have some reports, that i want to group corresponding to technicians and within one group I want them to be sorted by requesting date. Is this possible without writing SQL-code? Juergen
AdventNet 24/7 Support? SDP Restarting All the time
Here is a quote from your web page (http://manageengine.adventnet.com/support.html) Calling AdventNet Support You can call AdventNet Customer Response Center for logging and resolving any technical problems. This Center is operational 24 hours and staffed by experienced and knowledgeable product specialists. They are accessible at: ++1 925 924 9500 and ++1-888-720-9500 (Monday to Friday) Well, I called this morning 9am Australian Eastern Standard Time. No support there. Just being diverted to someones
Assets Not Appearing When I log A Call
I have done a network scan and I can see all the assets when I go to Assets. But when I create a new call and want to select a asset there is no assets appearing when I raise a preventive Maintenance Task. There are there before I fill in all the criteria, mode, level, urgency and Priority. But once I fill all these details in the assets dissappera and I can not ad them as they do not show. I am trying to raise a proactive task for checking back ups. What am I doing wrong?
network domain asset scan
hi All i just would like to know from where the resource name for the workstation is being picked up when we do a domain scan?? in my scenario, one of the workstations in the domain when scanned shows the resource name different than the actual computer name. The computer is actually connected to a new domain, in the computer properties and in windows active directory, the computer name shown is correct with the same domain name. but in sdp, the workstation name shown is with an old domain name.
Change ID in Request View
Can you Add the Column - Associated Change ID ot Change ID to the Request view? If possible, we would like to be able to view the Change ID associated to a request in the request view.
Problem on upgrading license
hello, i have a problem on upgrading my servicedesk plus license. i get a java exception error: java.io.FileNotFoundException: license (access denied) look at the screenshot please for a detailed error-description. are there any suggestions on solving this problem??? thanks a lot. greets i515
Dropping assets
since the upgrade to 1112 scan a asset and its there then 1hour later its gone this had been going on since the upgrade from 6000 to 7000 version Tim Ward
Delete from Product Type
I Tried to delete the item Laptop and Server form the Asset Mangement - Product type and got the folllowing error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,206,544,804,211. Please can you tell me what this means.
Group Email Sender not working with Forwarding Ticket
We have configured different email senders for each Group, this works great when we reply to a request but when we Forward a request the email is received from the primary mail account. When the Forward window opens it fills in the correct FROM: address but when the email is recieved the sender is the default sender and not the group sender.
Error Editing Profile
I get this error while trying to edit a specific profile. FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1.202.916.196.328. Help would be apreciated Regards, Nuno
Domain wide WOL
Service Desk polls the PCs on a regular basis so has a good list of all the PCs on the domain and their MAC Addresses. Is there any way to either have Service Desk wake the PCs at a specific time each day or query the Service Desk database for those Macs so something as simple as a BAT file could do it?
Moving ServiceDesk MySQL data to new partition same server
I'm starting to run out of space on the partition where the ServiceDesk application and data is installed. Is there a procedure to move the data only to a new partition? Thank you.
Issues with the CHANGE functionality.
We are now getting to the point where we would like to start using the change tab for managing our change requests. However, thus far I have found the following issues on build 7011 on MSSQL: 1. If there are attachments on the backout plan, rollout plan or even on the description of the change, a user who receives the approval mail from within the approvals tab, can not open said attachments. 2. The status of a new change is automatically set to Approved" when CAB members are added. This is despite
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