SDP 8108 Backup Error
Dear Sir, I have problem with backup database, it error is: Pls help me to fix it, Thank you very much! C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager
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Error in componentVendorFormresultgetElementsByTagName("notassociated")[1].childNodes[0]is undefined
Some pc with the agent installed are not discovered
Hi: I have installed the agent in my lan. There are 4 pc with the agent, but only two of these are discovered. Any suggestion? thanks in advance
Solutions - View of the topic is cut
Hi. Having a problem with the view of the topic in solutions, it cut som part of the text, see the attached file. Is there any solutions or possibility to get more of the topic text to show? Or is it a limitation on how many letters that default will show...? Regards Terje
Reply to Requests Auto Populating CC Field
When we reply to calls that have been Automatically logged in Service desk via the mail fetch, it always populates the CC field with the account the emails were originally sent to. To try and clarify, I've created an account called ServiceDesk which is used for the mail fetch, this receives a copy of all emails sent to our main support email address (ITSupport@mycompany.com). The calls are automatically logged just fine but whenever a technician reply to an automatically logged call, ITSupport@mycompany.com
Move users to new domain and new username
Hi We have thousand of user in Servicedesk Plus, now we have beginning changing Active Directory server. That means new username and new mailadresser for all user. If I do a standard ldap sync all users loose there old and current cases. The sync must work like: OLD Username to NEW Username and NEW Domain. Changing all users by hand is way to much work. Can I fix this direct in database? if I look at table AaaLogin I see username and domain. That is all I want to change right now, but changing
email forward
I made a rule in exchange server to forward mail from servicedesk1 to servicedesk2 but business rules won’t apply in the second server after this operation, kindly help me solve this problem
"Connection to RPC server in the workstation failed."
I am unable to successfully scan any of my workstations and servers. The last Windows domain scan was three days ago, which completed successfully. I took three random workstations, ensured Windows Firewall was disabled as that is the standard here, and manually executed scan_setup.vbs which is also used as a user logon script on the AD server. The only thing different from today and three days ago is I updated ServiceDesk from 8109 to 8110 (AFTER my Windows domain scan failed for every workstation).
Moving Support Group
Is it possible to move a Support Group from being within a specific site to becoming a Default group? I have SDP Ent with multiple sites and the majority of the requests are handled by Techs within support groups on the local site to where the request is raised. However, some requests are handled by a Head office site. It is not possible for the request to be assigned to the correct Support Group within the Head Office site unless these Support Groups are configured for all sites. Is there another
Migrate from 'ServiceDeskPlus' to 'ServiceDeskPlus MSP'
Dear Sir/Madam, Hi how should I migrate from 'ManageEngine ServiceDeskPlus' to 'ManageEngine ServiceDeskPlus MSP' , Although I have tried it more and more but it shows me an error which the build number is not compatible during the restore process. and after searching at manageengine.com, I found that the build number of them has totally different. So now I do not know how should I do this? or if it is possible or not ? Please help me !! Best Regards,
Incident - Additional Fields
I'm writing something up at work to access one of the additional fields in incident, specifically it's grabbing the value from the custom field "Estimated Time to Complete" and I'm wondering where that's stored in the database, I've searched through and haven't found anything obvious, so I decided to ask here. Thank you in advance for your help.
Username or Password is incorrect
Hi, I have installed service desk plus 8.1, sql 2008 r2 and windows 2008 r2. When I try to login with the deault administrator password I get the error message "Username or Password is incorrect". The query provided in a previous thread indicates that no deafult users was setup select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser
auto assign
I created the business rules for the sites that I have and configured the support groups members but all requests are being assigned to a specific technician, and in the request details, the site is being assigned automatically , so what went wrong?
Probe user name incorrect, but is correct!
Hi Guys I have a big problem. Probe cant read data from workstations, Looking probe's log,I found this message Last Error : 2202 message : O nome de usuário especificado é inválido (invalid username) 12/08/2012 17:29:04: [54] Credential is invalid for 192.168.5.121 Connection Error : 2202. Last Error : O nome de usuário especificado é inválido. But i'm using the administrator account (administrador@oficinadakasa.local) and password is correct I do a test using wmimgmt from another computer and
8007 - Change "New Incident" to "New Request"
Is it possible to change the "New Incident" button to "New Request"? My customers find the "New Incident" to be a bit alarming and not appropriate for issues like requesting a projector or adding a new employee. Hopefully it won't take 3 days for this request to be moderated. Michael
Notify technician when new reply
Hi, we have just upgraded from v7608 to v8109. Before upgrading, the technician was notified by email if anyone replied to a request. After upgrading, the technician only seems to be notified if the requester replies to the request. Can the notification behaviour be changed back so that notifications are generated regardless of who replies? Regards, Alan.
After upgrading to version 8.0.0 unable to see requestor details from Admin-->Requestor Option
In the past the only way we could get technician accounts associated with AD accounts was by adding them via the Change Requestor to Technician option in the Requestor Details Options. Now we cannot do that because the requestor details options do not come up. Instead it bounces to the beginning of our requestors listing. Anybody see this before? Is there a fix?
Default values is not working
Hi Since upgrading to 7.6.0 my default values for additional fields doesn't work when I create request via email. But it does work when I create request via web. is it new bug? I remeber It was normal in older version.
Ghost Technician
I've deleted a technician a while ago, but the "Tehcnician auto Assigs" still keeps on assigning tasks to th e account. I can't find the account in either the Requester nor the Tehcnician part af the Admin section. It's not possible to assign a tast manually to this account, only by Auto Assigns, and the account can't be exluded from the auto assigns, since it's not listed .... I guess it's a ghost record in the sql-database, but how can I delete it ? Any idea ?
Manage engine receive mails on his inbox but couldn't open a ticket ?????????
Manage engine receive mails on his inbox but couldn't open a ticket ?????????please advice what action should be taken
Is it possible to merge 2 requesters?
I have an issue where one of my requesters is in the system twice. I have some tickets under their original requester name. Then they emailed the helpdesk and their email address was not entered under their requester profile so it created a another requester with the same exact name. Is it possible to merge these 2 requesters together?
Probleme when deleting Relationship
I'm running SDP 8109 When deleting relationship between application and IT services, it is removed the application from CMDB
Network scan issue in SDPLus
Hi, I am using the latest version of SDPlus. I am trying to setup my network scan, but I am experiencing some issues. What I have done: 1. selected scan of the entire network 2. using SSH 3. provided login account who has administrative rights My scan does not find anything at all. Is there something which I have skipped to fill in? Thanks in advance, Dimitar
Description is missing in request view
Hi everyone, We've updated to the 8109 release, and some of our technicians experiencing issues in viewing requests. When they open request, sometimes (but often) they can view only the part of the request description. And the other part is missing. Only admins from branch offices report this problem (they have WAN access to the site - from 2 to 40 mbit/s). Clearing the Internet Explorer cache helps them, but not for a long time. Please help me to solve it. Thanks in advance.
Login to new installation not working
Hi Guys, I have just configured a new ServiceDesk install as follows: Windows 2008 R2 SQL Server 2008 R2 SDP 8.1 The installation completes fine and SDP starts up ok, however I can't login to it. When I try and login using either the "administrator" or "guest" accounts that it specifies on the login screen, I just get an error message as follows: Username or Password is incorrect I have opened the SQL Server management tools and can see the servicedesk database and everything seems to be
Failed to deleted Workstation Asset
i tried to deleted Workstation asset and i receive this errors : Same error on CLI : I have try all of this command before : delete from DomainLoginInfo where domainid =XXXXX; delete from SystemInfoDomain where domainid =XXXXX; delete from ADAuthenticationInfo where domain_id =XXXXX; delete from ActiveDirectoryInfo where domain_id =XXXXX; THIS COMMAND DOESN't WORKS delete from ADOrganizationalUnits where domainid =XXXXX; delete from domaininfo where domainid = XXXXX; delete from audithistory
Email User(s) to Notify field use
Hello all; The Email User(s) to Notify field in my implementation of SDP 8 does not appear to work. Email to and from SDP works in every other way. I'd like to clarify how this field is meant to be used. i'm pretty sure the idea is that any email address you put in that field will have a message sent to it when the ticket is closed. It may send a message at other times too, but on incident closure is what I'm most interested in. Am I correct? what other events will trigger an email to to
Keyboard navigation affected after upgrade to 8.1?
After the upgrade to 8109 (from 8017) we lost some functionality using the keyboard as a shortcut to pick items in pick list drop down boxes. Specifically, from the Requests tab, we can no longer use the keyboard (up/down or first letter of an item) to move around the View Filter list (where you have things like My Groups & Requests) . This does work in other lists, it seems confined to this one area. Any chance of getting this functionality back, as we certainly notice the small annoyance that not
Last Update Time field ignores emails
If emails flow in or out of a ticket, the Last Update field does not reflect the activity. Specifically, these emails would be between Techs, not to/from the Requester (if that makes any difference). I saw another forum post that would seem to indicate that emails involving the Requester would in fact update Last Update field, but I can't speak to that at the moment. Emails touching a ticket, regardless of who they are from/to should, in my opinion, be reflected by Last Update field. Can the intended
Fail to login to service desk
Dear all There is a problem that I have. I have Imported all my users from Active Directory in to the service desk and all the clients are working with it. But sometimes an error occurs while they are trying to login to service desk. it gives an error message which is "Username and Password is Invalid" I am sure about the correct user name and password,and they can login with those user and pass in different computers which are joined to the domain. Sometime I have to Manually Import users from active
Critical : Error while invoking backup
Dear Support Team, I appreciate your help regarding a fix for the following error message which appears on performing backup by manual and can't backup data by schedule. I was upgrade from 8012 to 8107 version. C:\ManageEngine\ServiceDesk\bin>backupdata.bat Starting.... Jul 30, 2012 4:46:52 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Jul 30, 2012 4:46:52 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone
Backup Technician
I'm trying to make use of the backup technician feature, but there seems to be a problem. There are two technicians, the first tech (#1) gets all of the requests and the second (#2) gets requests assigned as needed, or as a backup tech. - kind of like a tier 1 and tier 2 support setup. If I edit the schedule and say tech 1 is out, I'm prompted to setup the backup tech, but there is no tech in the drop down to select from. I read that SD uses sites to determine which tech to use and if sites aren't
ServiceDesk changing Workstation Name to IP address
Since upgrading to 8.103, ServiceDesk is changing Workstation Names to IP addresses. I checked DNS, and everything looks good there. If I run a manual scan against the workstation, it changes back to the name. Has anyone else had this happen?
Code page koi8-u
Good afternoon. The request to add code page koi8-u in system SD + as letters which come in this code page are displayed incorrectly (they cannot be read). Thanks!
New Version 8.1.0.9 - webpage not user friendly
Hi, I just upgrade my SD+ to latest version and after that some of my colleague having a problem with their SD+ webpage.... Is there any additional component that i need to install before my user can have proper SD+? Many thanks in advance Regards Wanorwm
New sub category - Technician group assigned
Hi there, I add new sub category and now i would like to link it to support group because any request to this sub category didn't go to any group. So the incident remain unassigned until we assigned it manually. Please advice and many thanks in advice. Fyi, currently we are using 8.109 version. Regards, Wanorwm
System Administrator Notifications
Hello good day, When a technician sends an email to a recipient whose mailbox is full, a response is received from the System Administrator indicating that the recipients mailbox is full and it is recorded as a conversation to the original request (as expected). However when the technician includes an attachment in the email, a response is also received from the System Administrator indicating that the attachment cannot be sent due to the mailbox being full, but instead of adding the response as
Request Screen Custom Views Garbled
After the update to 8109 the Custom view selection on the request screen is messed up on some users – like the web page frames are not in place. Any ideas?
deleted business rules still working
Hi I have deleted 3 business rules, but they still seems to be active. I have also looked in the RuleDefinition table and they are not there. I have restarted service desk server as well, but the rules still executes. Any idea's?
SDP dont start after update to 8109 version
Hi, The only way to raise the service is exctracted renaming the folder, but you lose the configuration of SSL Certificate. After resetting the SSL certificate does not lift the SDP service. How to resolve?. Thanks, Mauricio Fuentes
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