Backups under Linux Platform
Hi everyone, I have a few questions regarding backups under a linux system. 1. Do we need to shutdown servicedesk before running the backUpData script? 2. If we need to modify the location of the backup, do we just edit the BACK_DIR variable in the backUpData script? 3. I've read something about an automated weekly backup which is built in servicedesk. Is this true? How often does this run? 3. Will the backup script just backup the database? Is this sufficient? Do we need to backup any other configuration
Custom Time Spent Report
If anyone could help me with the following report I would be very grateful. The report I need most for our company is based on time spent by tech. I want to run a report that returns number of tickets complete, total time spent, avg per ticket, and group by tech. I would also like to be able to customize this based on category of the ticket. So if I want to see all the above info for only software I could. The report would look like the attachment I added but just be able to generate from SD+. I
Merge Assets
Is there a way to merge assets in SD+? I have an asset (software) that was added through an order and then the same software is listed a second time from a scan. It was originally assigned to one workstation but installed on a different, I'm assuming that's how it showed up twice in my asset list. Is there a way to merge the two together instead of deleting one of them?
Change the Logo - Image on reports
I change the AdventNet Images in the self service portal but when I run reports it still shows the "ACME Helpdesk" Logo - Anyone know how to change that?
import a CSV file into the assets database
I am attempting to import a CSV file into the assets database. 1,376 of the records in the CSV file rejected (see attached). All the records seem to have the following error message: java.lang.ArrayIndexOutOfBoundsException: Array index out of range: 13su How can I fix the records so they will import? Thanks!
Assigning the role of a technician
Hi, I have installed ServiceDesk with AD Integration. Now I want couple of users of my domain to have the role of a technician along with the adminsitrative rights. I did not find any options in the admin toolkit to assign such roles to the user. Could you please guide us as on how to go ahead on this. Thanks and Regards, Mitul Shah
Import Altiris Database
I have an Altiris database I want to dump into the service desk. Has anyone imported a previous database into servicedesk? Any help please. Ed.
Need to make a custom report
Im looking to make a report based on open requests for a single technician. I know you can do a report by tech. but it shows all tech's open requests.
Error with Backup
Since migrating to 6006, our backups have failed. We are using BackUpData, and when running at the command prompt, the following is displayed. D:\AdventNet\ME\ServiceDesk\bin>backupdata Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database not started. Starting ......... 15-Jun-2007 13:38:14 com.adventnet.db.adapter.DBInitializer startDBServer INFO: Command to start DB server [cmd, /c, "..\bin\startDB.bat", 33366] 070615 13:38:15 [Warning]
Inventory - Custom Report discrepancy
Hi, Currently I have about 850 workstations. When I create a report from default Inventory report, it shows correct number of workstations. However, when i try to create a custom report by selecting various workstation fields or just editing default report and add some fields, it always messes up the number of workstations (it says it has 1200+/-, depending on what fields i chose). Any solutions? Thanks
Unable to post replies on forum
I am unable to reply to posts on the Service Desk Plus forum
SD+ stops responding
Hello three times now my SD+ server has stopped responding and I'm not sure what the problem is or how to troubleshoot it. The server itself responds to pings, I tried shutting down servicedesk, then starting up the servicedesk server, still no response. I access via VPN, so I remoted in and tried webclient on the server, still no response. All three times I had no time to spend on it so a reboot fixed it all three times. The only thing I can add is that I installed the Cisco Network Assistant on
SD+ Customisations for outsourced helpdesk
Hi, Hopefully you get this question all the time and it is easy to answer. I run a small IT consulting firm and I'm evaluating helpdesk applications that will allow our clients to log jobs with us. I've used SD+ on a client site however only as a support rep and I need to know if it can do we need of it. The features we need is for a delegate at our client site to be able to see all jobs logged for their site. But we don't want them to be able to see jobs for other clients. We would also want this
Workstation Scan - Similar Mac Addresses
I have a very peculiar situation. I have two PC's PC A and PC B When I do a domain scan for PC A it overwrites the record for PC B and visa-versa The machines are on different subnets. The only thing I can see is that the Mac addresses for each is very similar. Machine A is 00:0c:76:25:31:3d Machine B is 00:0c:76:25:31:e0 is this a know issue issue
If we have asset explorer, is there an upgrade path sd+ itil
If we have asset explorer, is there an upgrade path sd+ itil. Can we install service desk + itil and utilise the current database from our asset explorer installation?
Software Licensing tracking
Hi Support Under my Software Licensing agreement i have for example 100 office licenses. However this may be mad up of Office 2007, Office 2003, etc. Within Service Desk is there a method of combining different versions into one license, to help track the number of licenses issued. Thanks
Inventory DCOM error - ISA 2004
SD 6.0 trying to scan a w2kserver with ISA 2004 installed on it. All other scans working fine - just this one machine. Looks like an ISA issue - since I can see the ISA server dropping the connections !. I have tried to set up an allow rule on the firewall. Has anyone managed to do this ? or found another way to scan an ISA 2004 machine ?
On Hold abuse
Our technicians have figured out how to use the "On Hold" status for tickets to cheat their SLA times. Is there a way in Version 6.0.0 build 6003 to not allow tickets to be set on hold unless approved by a manager? If there isn't, please consider this a feature request. Thanks! Keep up the great work.
Only Hostname is used for Windows Domain Scan
I refer to this thread: forums.adventnet.com/viewtopic.php?t=32144&start=0&postdays=0&postorder=asc&highlight= It is still imposible to scan different domains with same hostnames. We need this feature to get productive with SD+ and finaly buy the license. Form our point of view there should be an additional field in the Windows Domain Scan Setup to define the DNS namespace for this Domain. Actualy SD+ tries only to ping the hostnames reported by the AD-request regardless which DNS Space it belongs
unusual characters in templates
Hi, i am using SD version 6006 (not gone to 6008 as not tested it as yet) and all my templates have strange characters in them for example this is the default survey; Dear $RequesterName,\\r\\n\\r\\nPlease help us improve our service by completing this short survey. Your feedbacks and comments will help us to improve our service. We appreciate your time here. \\r\\n$SurveyLink \\r\\n\\r\\nThanks and regards,\\r\\nIT Admin. do i really need all the \\r\\n\\r\\n????? cheers jay
Adding Intranet header to pages
Hi I'd like to include SDP into our intranet. To do this I want to add / include our intranet header file above the SDP menu. How can I do this ? Tony
Backup failure when running backUpData.bat
We are running SD+6 with 5 Administrators License (not test license). The backup still not works after I upgraded SD+ to ver 6008. When the backUpData.bat starts, lots of files will be created under the default backup folder, then all files vanished with no .data created when the backup progess close to 100%. I atteched the error message in this topic. Please do help me to solve the problem ASAP. Thanks.
Change Title
I am wondering if I can change the Page title of Service desk Plus? It currently says ' Adventnet ManageEngine Servicedesk Plus' and was wondering if I can brand it to our network? If so how? If not then ok :-(
Custom Request form Help
Hi, We have created Request Templates, but would like to display different custom fields in the template. For example: We have a template called Internet Support; In this we would create additional fields called "IP Address", "DSL Phone Number", "Router Model" But we do not want to display the above additional fields when we use our Request Template called Workstation Support. Instead we would like to display no additional fields.. Is this possible? I know it can be done with RT. Thanks
Need a SQL query to assign a lot of request
Hi, I'm still using SD+ #5503 and consider to upgrade to v6 soon. When v6 will be installed, the assigned technician will be mandatory here. But now I have 300+ requests closed by technicians that remains unassigned. I'd like to assign theses requests to the technician that closed them, I don't need notification or even history, so I thought I could do it through MySQL ... Unfortunately my skills in SQL are too limited to write this request ... Can anyone help me ? Thanks a lot !
Bug in the inventory section!!!
Okay, my boss just discovered a bug in the inventory module in regards to the reporting of physical memory. First of all, I have noticed from day one that for some reason, SD+ subtracts 1MB when listing the memory size. If the computer has 512MB, it shows 511MB. 1GB shows 0.99GB. And so on. While annoying, it wasn't critical. Now we have run into a critical issue. We have an Oracle database server with 12GB of RAM, and SD+ only reports 3.74GB of physical memory for this machine (which means it's
Categories not deleting fully
I have stup some new categories in SD+ but when deleting the old ones they still show up in the category lists. I have deleted my cache etc but still no joy. Could this be due to some old calls having used he old categories. Can someone help please?
MSDE or SQLExpress
Does anyone know if SD will run on either MSDE or SQLExpress? Currently I am running on MySQL, but in order to get a resource to develop reports, they have requested MSSQL. If it will run on either of these, is there a step by step process to install the MSDE and then change the db from MySql to MSSQL? I have tried this using the changeDBServer file included, but I can never seem to connect.
AD Import getting failed
Hi, I downloaded service desk free ware and Trial edition and installed on Win2k3 server. this server has joined in existing domain. and provided credentials to gather information from server, enabled AD sync and while i import it gives error Failed record. Here with i have attached the snapshot with this mail. Thanks Bharathvn
Wishlist - mouseover on notes
The new feature that allows us to see the notes on a job without opening it is useful. Would it be possible to see the notes with a mouseover as well as with a left mouse click please? When we are looking down the list, mouseover is a better option although the click is necessary to open and amend of course. Thanks
Windows Domain Scan failed - Host resolved without domain
Hello SD+ Support Team, I�m testing the 30 day trail version of service desk + 5.5.0.7 on Windows XP SP2. Firewall is down. DNS lookup works fine. Ping from server to host and the other way round works also. Windows Domain Scan in our local network returns the expected results. We have to support the networks of our customers which are connected via VPN. I have added a new Domain with following informations: Domain Name: clientxy (NetBIOS domain name) Public Domain: yes Domain Controller: dc-server.clientdomain.local
Software Summary
What does it mean when the software summary contains a software title with 0 in the installed column?
I cannot e-mail the Product Specific E-mail Address
I have just tried to send an e-mail to support@servicedeskplus.com and I recieved this message back "Your message did not reach some or all of the intended recipients. Subject: faulting mysqld-nt Sent: 20/06/2007 10:20 The following recipient(s) could not be reached: support@servicedeskplus.com on 20/06/2007 10:20 A configuration error in the e-mail system caused the message to bounce between two servers or to be forwarded between two recipients. Contact your administrator. < dove.adventnet.com #5.3.5
Faulting Mysqld-nt.exe
SD 6 has been running fine for a couple of weeks after installation. Evaluation and testing was so good we, possibly foolishly, went live two days ago. System is now down with faulting mysqld-nt - event log shows Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them followed by Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0012b75e. Obviously this is more than a little
new field needed for input the error cause
hi all hope somebody can help me. i need in sd+ a field where i can input the error cause if i close a request. example: a reguest is open in the category hardware, printer with the error printer doesn't work. the resolution is: paper not properly inside. now i want this request sign as "user error". maybe i can make a dropdownfield so i can make many options how can i do this??
Removing the Default User login
Is there any way to remove the default user credentials from the application login screen? I had originally thought that this would be clearable (the information has a check box) once the license file was applied. However, I cannot clear the check box so the default user information stays on the screen. BTW, we have changed the default administrator login password but it would be better if people didn't see the information at all. Thanks
SQL 2005 Express Ed w/Sp2
Maybe it's just my PC but I tried to install the 30 day trial of SD+ pro version 6 using SQL 2005 Express w/sp2. While SQL seems fine and I can connect to it with Management Studio and view it fine but SD+ won't see it at all. That's odd but maybe a SQL configuration default causing a problem? I'm puzzled as I just installed SQL 2005 Express and didn't configure it really. I did enable mixed auth and set an SA password as well as created a specific SQL user called servicedesk. None of the accounts
Daily Report
Hi, We are looking to have a report run daily that will show us any tickets that have changed in any way. In these reports we want to be able to see the ticket in the report. I'm surprised this isn't built into the program Examples of what we want to have that included in the report: We have a ticket that is going to take a week to finish, each day we put in the steps we performed into the request tab. Re-assign the ticket Close the ticket Open the ticket Deleted ticket I have called & emailed support
unable to schedule AD import
When I go to the schedule the auto import of the active directory users the check box to enable this feature is greyed out. I can manually import the users fine without errors just not schedule the auto import. Anyone else experience this issue?
Additional Field Question
I have added a multi line text field called Notes in the asset fields. When I try to import assets from a text file I have errors on this field. What are the parameters/limits for this field? I have a csv file with a column for Notes and I have text such as "The cd rom was removed from this workstation on 6/15/07" The text fails to import into the Notes field I created. What am I missing? Thanks for the help. John Z.
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