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.
8112 email issue
We have upgraded to manage engine 8112 and now we are having an issue with email. It seems that after the update squirrelmail users are getting blank emails. From what I can tell there is no longer a html body tag in the email and they just come in blank. I have tried firefox and IE and the issue is the same. Gmail exchange or yahoo are not effected by this issue. Please advise.
Screens not rendering properly
I am testing build 8112. I have started up the service using run.bat. I have created an alias url of usmkd100.drs-ps.drs.master:8080. When I am logged directly on that server and log onto the client using _http://localhost:8080, the screens render just fine. For example the logon screen when logging in from the server looks like: whereas the logon screen from a browser on the network (both browsers are IE8) looks like: There are even weirder problems occuring with pull down menus and side
MySQL unable to backup and found error
please forgive my poor english.. I just found the system is unable to backup and when I study the error log from MySQL and found the following error: error row 2 the count of fields is wrong. When I google it, I found required to run the mysql_upgrade to fix the table issue. but I can't find it. Should I copy the mysql_upgrade from others?
SLA's aren't sending out e-mails
Just created a bunch of SLA's for our sites. To test it out i've put the escalation level 1 at 5mins and the escalation 2 level for 10mins. I create a job for myself and set the priority that the sla is attached too. The sla applies when i create the work order. My problem is I don't receive a escalation level 1 e-mail after 5mins nor do i actually receive a escalation 2 e-mail. Everything is fine with our exchange server and it sends e-mails from jobs instantly.
asset workstation reconcilation
Hello, I want to raise a problem I'm encountering, trying to reconcile software licenses coming from the POs with the softwares scanned by the application. When I select the reconcile option from the PO actions menu, the window pop up telling me that there's no workstation to select, even if there are hundreds of them, including the ones where those software are installed. could it be related to the site configuration? the site configuration has been changed a little and I suppose it can be involved
Email response to ticket functionality
I am trying to understand the email conversation and re-open ticket functionality. I have done some searching on the forums and understand that once a response is made to a request via email from the requester, the response is not added to the request, it will just create a new ticket based on the response. Is that correct? Can emails convos be added/updated to requests by making sure the request ID is in the subject field? Also, because of the above I have put in the spam filter in the Mail Server
Request has 2 different request numbers
A request was set up with one number, and email reply within system came back with a different number. Please investigate and advise.
Access to a Technician's tickets
Hi. Just saw behavior in SDP that leads me to believe that when a technician is demoted to a standard requester, they can no longer see tickets that they generated as a technician. Can anyone corroborate this, and if it's true how can the issue be rectified? I'd like to change a technician into a requester, but I want them to be able to see all the tickets they created as a technician. Thanks
Tickets aren't being marked as read in Version 8
I'm using version 8.0.0 (Build 8000) and tickets don't get un-bolded when I read them. We were previously on version 7 for several years and began upgrading and with each upgrade something broke worse and worse until the final version 7 build wouldn't even load the app. After upgrading to 8.0.0 everything clicked back to working so I was afraid to upgrade further. Any chance I have a setting that needs changing to get tickets to unbold themselves on the "Requests" page after I view them? Thanks!
update error 8027 to 8100
Hey, when you update the progress reaches 98% then, - error logfile to confuse the following lines: 27.08.2012 0:25:32 [com.adventnet.updatemgr.util.ConfUtils] [INFO]: url :: [jdbc: mysql :/ / localhost: 33366/servicedesk? & UseUnicode = true & characterEncoding = UTF-8] 27.08.2012 0:25:32 [SYSERR] [INFO]: Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.mysql.MysqlSQLGenerator javax.naming.NoInitialContextException: Need to specify class name in environment or system property,
Please HELP - Business rule and autoasignation techinician
Hi, I’ve configured this business rule in order to assign automatically all the requests created by the users (without category/subcategory) to the group “LOCAL SUPPORT MADRID” . The Brule seems to work because I receive the email confirming that but the request is not assigned to the correct group. Can you help me ? im in a hurry
Preventative Maintenance - Changing to one time Schedule
Morning, We've been having an issue recently where Preventative Maintenance tasks are changing themselves to one time only events with no scheduled time. In the past I've rescheduled the PM tasks and it looks fine for a while, then the PM's stop generating and the schedules have changed. What can I do to resolve this issue. I'm using Service Desk - 8.1.0 Build 8105. Thanks Jonny
How to reopen a closed change request?
How would I reopen a completed change request? I am testing it out, and if I manually change the status field on the edit screen of the change request, clicking the save button does nothing, and the change request is not updated. I don't see any error indicating why the status could not be modified.
mail server certificate
My exchange certificate expired but now renewed, I am getting problem in my ServiceDesk Plus Helpdesk - Mail Server Settings. showing error below. How to update my certificate in ServiceDesk svr? FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Mail Server Settings
Hi, I am setting up the trial of the Standard Edition, and am having problems with the Mail Server settings. No problems with SMTP, but amd tearing my hair out with IMAP. Our mailserver is Zimbra - I have tried using IMAPS (both with and without TLS), and am getting "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I have tried downloading and running the gencert.bat file to create
"Connection to RPC server in the workstation failed."
Hello Support I have been working on this issue for the past two weeks now and I am completely stumped. After running a network scan, half of my devices show the error "Connection to RPC server in the workstation failed". Even after following the steps to disable the firewall (removed from DC and workstations) and applying the scan_setup.vbs (running manually AND as a user logon script), I am having this error returned to me when trying to rescan my workstations. If there is any relation, a few of
Problem with visibility of Requester
Hello to all. Please help me. I have SD ver 8.1.0 Build 8109 My requester cant see other request (if he not owner of this request) even if i change a option Requester allowed to view "Show all their Site requests" i find some analog topics on the forum,but they old and people write that tha fix with ver 7.5. maybe not my case. Thanks.
Missing requester UDF field after update to 8110
Hi all. We have updated our SDP distribution from 7611 to 8110. We are using custom UDF field (UDF_LONG1) in requester table. After this update we're unable to see this data while searching requesters. I found, that after update all data from Requester_Fields.UDF_LONG1 were copied into Requester.ATTRIBUTE_301 field during update. Now RequesterDef.do page is working with new configuration and uses Requester.ATTRIBUTE_301 instead of old Requester_Fields.UDF_LONG1. But if we run SearchRequester.do?fromModule=WorkOrder&startsWith=
Unable to View the full technician list in the technician field
Hi Support , Service Desk Plus version 8.0.0 built 8013 . with 300 technician license . My Probelm. I have created a incident template called "compliance" and added the technician field . There are also other fields added to this template. Why I want to create a new incident and I want to assign this incident to a technician , i am unable to display all 300 technician in the technician drop down list . Please help what must I do Thanks Kanten
Database trouble
Hello I have recently done a new installation of SDP 8.1. on a virtual server. We have a mssql 2005 server with the database on. This server is the same as before. My problem occurs when I run changedbserver.bat to change from mysql to mssql. When I hit "save" I get this error: "you cannot configure this dbserver because the db server is compatible to build 8022 and now you are installed 8110." And after clicking "ok" it says that the service will not start. Is this because I was running an older
Unassigned Tasks sends notification
Good morning, We're getting an issue with tasks notifications, when a new task is created within a request, and the technician is not assigned but the group is, it's triggering the "E-mail technician when a task is assign to them." notification. It's sending emails to technicians that belong to the task's assigned group, but the notification should be sent only to the technician once it's assigned, as in the name of the notification (so no notification sent with only group assigned but no technician).
SDP version 8.1.0 - Mail fetching error - Mail fetching is delayed due to start time and finish time is ZERO.
What causes this and how do I get it fixed asap? Tickets are not being generated from emails.
when i search a new workstation, it replace an existing one
HI, I´m installing the agent in a few machines, but it detects 3 of them, then if i make a seach and the workstation is found, one of the finded before is reemplaced this new one. whats wrong here? Thanks in advance
Working Hours
Dear All. I am New to Manage Engine, I want to set Working Hours of My Organization, But I can't find where to set Working Hour and non Working hour. Please it is urgent . Best regards
SDP bug and questions
Hi, we recently upgraded to SDP 8.1.0 Build 8109 and noticed 2 bugs in it. The first one happens on IE9, when you open a request it will not always show the description. To fix that you need to refresh the webpage. This behaviour is not happening with Chrome or Firefox. The other issue is with Chrome and the request ID field. Here's a screenshot of it : Chrome : IE9 : I also have 2 questions regarding this upgrade : 1. Is it possible to expand the actions menu? Instead of having a drop down menu
Problem/error with asset category (upgrade failed from 8027)
Dear Support team, Can you please help to fix that problem. Somehow, during the testing of assets module, we delete (?) asset resource called "Access Point". I dont know how. And we forget about this. But when we start updating our version from 8027 to SP1 we recieved error like below.. We try to recreate manually Access Point, but it not helps. And when we try to open this IT asset (Access point) we recieve such error. Can you please help in our case? Can we recover this resource and update
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