Restoring backup to new server
I am migrating my servicedesk+ to a different server and during the restore on the new server I get an error. "Windows cannot find '.\..\mysql\bin\mysqld'. Make sure you typed the name correctly, and then try again. To search for a file, click the Start button, and the click Search." This error continues to pop up after I restart the server while the program is trying to start. Any Idea of why this is happening?
Request cleared when typing requester.
We just updated to 8.1.0 build 8112, and since then we've had a little issue. The issue does not occur everytime, but only sometimes. When a technican is filling out a request, he fills out all the fields, but after choosing a requester, all the fields that he just filled are cleared, and he can start over. Is this a common issue, and does anyone have a clue as to what might be the cause of it ?
ServiceDesk+ Reply-to Address option
Hello, We are in the process of testing ServiceDesk+ 8.1.0 Build 8112 and we have issues with the Reply-to Address option. No matter if we restart, save, etc this setting is not working. The save is successful, we restart the ME server but the email are sent with the same email address in the From field. The setting is like this: - we have one public email for incoming mails - eg servicedesk1@sample.com that is forwarded to a second internal one eg servicedesk2@sample.com - we need to configure
cant run query report
I cant run query report in query editor: SELECT execution_finish_time FROM Task_Input i receive this error: Restricted keyword found in query: exec How i can run reports with fields contains "exec" word? build 8114
Unable to see user additional fields
Hi We have problem in showing requester additional fields. When the Helpdesk operator opens new incident and try to search for requester, he/she can not view the additional field of requester while searching. Only SD Admin is able to see additional field Any idea Thanks,
Requestor Fields and Template Customization
I am able to modify and customize the Incident Fields. I am not able to do this with the requestor fields. What am I missing, or is this field not turned on?
Windows authentication prompt appearing when opening SDP webpage
Hi guys, I'm very new to ServiceDesk Plus and have been asked to take a look at an issue that we are having whilst the standard support guy is away. As such consider that I have little to no experience with ServiceDesk Plus. An issue started last week which prompts the user with a Windows username and password box when trying to get to the Service Desk Plus website. Once the user has authenticated (3 times), or if the user clicks Cancel, it progresses to the ServiceDesk Plus website which signs
Search not returning results
I am struggling to get the search facility for assets to work any longer. We used to be able to type a persons name into teh search box or part of thier name and as long as choose ASSET or WORKSTATION we got back the items assigned to them. With recent releases this functionality appears to have been failing more often than working and now with 8114 I am struggling to get any items returned. For instance if an Item is assigned to Peter.Smith i used to be able to type in pete and get back all
Error while importing users in LDAP for SDP 8.0
Hi, I have more than 4000 users when LDAP import to the SPD fails time out does not import although still connect to the LDAP javax.naming.CommunicationException: connection closed [Root exception is java.io.IOException: connection closed]; remaining name 'ou=People,dc=tht,dc=com' [16:18:33:218]|[10-05-2012]|[SYSOUT]|[INFO]|[24]|: here inside Login.jsp---->| [16:18:33:218]|[10-05-2012]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[24]|: generateNTLMV2Script HttpServletRequest--->http://localhost/ErrorLogListView.do|
MYSQL to SQL 2008 Login Issue
Just finished training and or Network Admin created a SQL 2008 install. backed up data, chgdbserver to SQL, restoredata... everything seem to go well. now unable to log on to Service Desk. Not even the admin user/pw works. What do I need to do to resolve issue.
Failure: Site with same name already exists
Hi, Am trying to add the sites with same name however inside different regions, also I need to add same name departments inside different sites. Please help me in this regards as i have an assignment, Abdul Majeed
Drop Down CSS Error
This is something that should be fixed. When using Solutions "Browse By Topics", the drop down cannot fully be seen. Please see attached. Perhaps this is a known issue as it appears the button overlaps the dropdown menu. Someone replied to this in another post I did, without looking at the attached. Please review the attached.
View requests of other users
Hi, I want to give some users the ability to view/modify requests of other users within the same group. I know I can do this by putting users in the same department and enabling the option: "Requester allowed to view: Show al their departments requests". This howewer does not work for us as some users are part of more than one department. I tried creating a user group, which has potential, but there's no option to link that group to the "Requester allowed to view" option. Is there another
Multiple AD authentication requests
Hello ServiceDesk Plus users, We have come across a perplexing problem which the support team is working on, but I wanted to ask if anyone one else has seen this happen. When a user/technician logs on, SDP is sending multiple authentication requests to AD. The number of requests is random - we've seen as many as 37. If an incorrect password is entered, the user is immediately locked out because the application sends the incorrect credentials enough times to exceed our limit. The multiple logons show
Data Restore Problems! Data truncation error when restore attempted.
************************************************************* Backpup data : Sun Oct 25 23:45:04 MST 2009 Database name : servicedesk Total Tables : 851 DB - Server : mssql Build Number : 7508 ************************************************************* Oct 27, 2009 2:28:15 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. Oct 27, 2009 2:28:15 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData
character_connection MySQL variable
mysql> show variables like 'collation%'; +----------------------+-------------------+ | Variable_name | Value | +----------------------+-------------------+ | collation_connection | latin1_swedish_ci | | collation_database | utf8_general_ci | | collation_server | utf8_general_ci | +----------------------+-------------------+Is there a reason why this is latin1_swedish_ci? Can I change this to utf8_general_ci like the others? I'm trying to run a query that does a union
Issue with emails to multiple groups
I have several groups on Servicedesk which are included on a new email request by a user. However, everytime when a certain group is included the incudent never gets created for that group. For example I have groups, A, B and C. New request emailed to group A - gets created OK. New request emailed to groups B and C (both included as recipitent on the email) - request gets created twice, one in each group OK. New request emailed to groups A, B and C (all included as recipitent on the email)
Attachment sorting
Is there a sorting that should be applied to attachments added to a ticket? It seems like it sorts differently every time you view a ticket.
Highlighting incidents that are approaching violation
Hi Everyone, The Help Desk dashboard there is a graph that shows you the number of incidents approaching violation. Is there any way to place a visual representation against each ticket in the queue that meet the approaching violation criteria? E.G having the incident text red in the queue view for all that are about to breach in the next 60 minutes. Whilst the dashboard it great most of my technicians do not look at it and spend all of their time in a request or the request queues. Thanks
Can't add Column Resource Tag to Asset view
On the asset overview page I can't add the column "Resource Tag" which would be quite helpful. *edit: Just saw there is already a feature request for this: SDF-27448 Resource Tag option is required in column chooser of all asset list views. I would still class it as a bug because it makes the product almost unusable when working with Asset Tags.
Service Catalog in the Professional Edition?
Is the Service Catalog in the Professional Edition of SDP? If it is, I can't find it - all I have is "Service Categories".
Getting Error Occured Message when upgrading
I am getting an Error Occured message when upgrading from 8112 to 8114. Clicking on view log presents a blank dailog box. Any help will be appreciated.
Iphone - can't login to SDP, error 501
As in topic. Any help ? BR M.S.
Approval
Afternoon, We are trying to setup a Service Catalog request that requires approval before assigning. I have it setup to the point that it requests approval and once the approver does approve it the request just stays in unassigned status. Now I have tried doing this with both defining the Technician during creating the request as well as defining a Group when creating the request. Neither option makes a difference. Also under the work flow tab I have checked "Send Approval notification automatically
Problem with the Demand template
Hello, there is a problem. When editing a template of the demand of the user, a field which can be added aren't active. the template by default is edited. How to fight? Forgive for my English.
All Scaned printer not showing in Assests > Printers
Hi, I am using ServiceDesk Plus V 8.1.0 Build 8109. Now, I am scanning my network and getting three Thosiba eStudio printers with all information of the printer but that not saving in Assests > Printers. If I tried to add printers manually then getting message that Printer name already exist but that not list in Assests > Printer even selected All printers. Regards, Prakash
assets appearing with _old added to their name?
Today I'm noticing that in my workstation list there are several machines of varying OS's etc. that are appearing with an _old after their name. All these machines are still in service and no changes have been made to any settings on the workstations or the server. Does anyone know why this is happening? (8.0.0 Build 8005) Thanks!
Change Device Type to Software
I am still trying to clean up our purchasing/asset list. It is painstaking but has to be done. Next issue I've found is somebody has bought a bit of software and it has a device type of xxxx equipment. Normally you can change it by using Modify Type but you cannot change it to software. Help please. D
Ticket time does not match with Server Time
Dear all The ticket time is not in sync with the server time. The ticket time is one hour earlier than server time. What should I do to fix this? And also there are two Daylight Time for our Time Zone( 2 GMT of +3:30) Could you please tell me What are the difference between these two? Regards Negin
Request does not fall under your permitted scope.
Hello, We are using build 8112 and for some time now we have users getting the following message: "Request does not fall under your permitted scope. so you are not authorized to update the same." If I remove the user from the "Not associated to any site", Add them back to it and there groups it works for the day...sometimes two days. It's completely random with who it happens to and when. This was a great fix when it did it once but now with the amount of time it happens it is no longer a fix for
Failure in upgrade (8027-8100)
Dear Support team Greeting Please help I am having problem in upgrading SD from 8027 to 8100. I got this message when I reached 99% of the upgrade process " Failure, Please check the link" I went through rollback procedures and was successfully back to operation with the previous version. I do not know what was wrong. The following are the last output from the log file (Please help!) ep 12, 2012 7:26:58 PM [SYSERR] [INFO] : at java.lang.reflect.Method.invoke(Unknown Source) Sep 12, 2012 7:26:58
Critical : Error while invoking backup. Table not found.
ERROR = *Base table or view not found, message from server: "Table 'servicedesk.arc_servicereq_2708' doesn't exist" * Query = SELECT max(WORKORDERID) FROM ARC_ServiceReq_2708 v8112 MYSQL
Reply Formatting
Hi, we are using the system internally before rolling it out to our users and have noticed a few issues with the formatting of the reply feature Browsers: IE 8 & 9 SD+: 8.1.0 Build 8110 1) When you open the reply window, there is no cursor focus. You need to click into the body of the reply to begin typing. 2) There is no open response area or blank area in the reply body. You need to either delete the existing text or position the cursor above and return several times to create an area
Unable to seach assets
Hi I am using SD ver 8.1.0 Build 8110. Recently I am unable to search assets by bar code, Asset tag, product name, or even serial numbers. I search from the search pane one left hand side. I can search request by request ID and the rest of the system seems fine Can anyone help me trouble shoot Thank you Tru
Upgrade Failure 8027 to 8.1
Please could you take a look at the below logs and assist me upgrading SDP from 8027 to 8.1. The error I receiving when attempting to upgrade is,
Where to find log information about email sent from service desk
Hi, Email sent from servicedesk to external email address and the user did not received it. Email sent few days before. Now to check log if I go Support > Support Files > open Log file in Server\logs but that showing all information from yesterdays only how to get information on specifict date log files? Regards, Prakash
Can't Access ServiceDesk on iPhone
So I have the latest build of 8011. I can pull up the login screen on my iphone but can't login for some reason. It just keeps saying, Username or Password is incorrect... Any suggestions? Keith
Service Desk Plus - How to Offload SSL?
We are going live on SDP on Monday and have set it up behind an F5 Big IP LTM and are attempting to offload ssl encryption and decryption for external access allowing the F5 to handle the encryption\decryption. Typically, the application needs to be aware that SSL is being offloaded. Is there documentation on how to make this work? Testing http access through the F5 works fine. When we test https access, I can get to the main page and login (security log shows that it is successful) but then I
Agent installed but showing as not installed
We do a discovery scan daily at noon and sometimes after the daily scan has performed it shows 640 computers with no agent. And if I do a manual scan of these 640 computers that number drops down to 60. Is there a reason why sometimes the discovery scan would not be able to detect the agent but the manual scan done immediately after would? This is more of an annoyance than a serious issue but it is still annoying.
8112 - Unable to enable "Pass-Thought" Authentication
Hi all, I've read so much about this yet I still can't get it to work! I have set my domain name, DNS server, Bind Sting, DNS site and manually created a Computer account called sdpntlm however when I enter the password which is password and hit save, I'm getting the attached errors. I have tried running the scripts provided however they don't seem to be working. Can anyone help? Thanks, Chris.
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