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
old backup on new installation...
Guys... help me! Frustrating, but i cannot find previous sources anywhere. Spend some time in the forums without succes. I have a full SDP backup of a 8.1 build 8107. I did a new server installation, based on the latest source available with you guys (8109, i cannot find other builds). Considering my backup won't restore on the latest build, i absolutely need a 8107 build ... where can i download one please? With regards, Sven
Assets Serial Number
Serial number Column is not shown in some products, and its not even exist in the Columns selector When I looked in the admin --> Product Type I discovered that serial number column are shown only in the predefined product type list. NOT the one I've created.
there is no word on buttons in IE browser
Dear all There is a problem that I have. In IE browser some of the buttons do not have the word on it ,the button works but client cannot see the word to understand what the button is for.it shows the box only but it works fine in Firefox. I want to know why this is happened Any Idea ? Thanks in advance Negin
The file may be corrupted or check for the available disk space
Hi! I get the above error message when trying to upgrade from 8.1.0 build 8105 to 8109. What is the amount of free space needed? I have 2 Gb free. I have tried downloading the update file on different machines just to make sure that it isn't client related. Kind regards //Henrik
Backup SD Plus
Hello Now test your software and have encountered the same problem. Base Service Desk runs on the local server MSSQL. When you attempt to backup file backup.bat percentage reaches 50% and freezes. In the backup folder created 258 tables. After some time an error occurs java.exe Backup does not finish properly. Service ManageEngine stopped Can you please tell what could be the reason? This is screenshot of the error
Response DueBy Time question on Requests in Service Desk Plus?
Is there a way that response time can be set when I add a work log or something other than sending an email from the request screen? It seems that is the only way I can get the response time set, is by sending an email from the request, but sometimes we call the customer and leave a voicemail and I want that to count as a response time? Just curious we are getting ready to start using this in our production environment but I don't want to fail SLA's because I cannot get this field updated.
Configuration backup scripts
We need to get backup scripts to export and import all of our configurations rather than having to manually validate that all changes made in one environment have been applied to another. We currently maintain 'sandbox/development', testing/training, and production environments to enable learning how the system works with various configuration settings, then loading those into testing/training environment to validate results then train our staff, and finally into production.
Unable to log into ServiceDesk using Administrator login.
I am unable to log into ServiceDesk 8.0.0 using the administrator login (Local Authentication). It has a MySQL database backend. I followed the steps found here in order to resolve this issue: http://forums.manageengine.com/topic/servicedesk-admin-password-reset ... but they did not help: Here are the steps: mysql> update AaaPassword join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id join AaaLogin on AaaAccount.login_id
After install SDP Demo, can't due to logon
Hi, I installed trial version on clean equipment, with Windows 2008 Standard 32-bit, IIS 7 and Sql Server 2008 R2 Standard. After installation and configuration can not use the default administrator login or guest, logon page. Can you help me in my evaluation? Thanks
ServiceDesk integration with Desktop Central Issue
I have just upgraded our Desktop Central to the latest version to get the integration with ServiceDesk Plus. I followed the directions to enable the integration, and everything works. However whenever I try to check off "Enable to access Desktop Management Functionality" and save, the check box gets deselected. I am doing this signed on as "Admin", not myself. It seems that I am the only user who the check box stays checked for. Any ideas on what could cause this? I checked all the roles and
Unable to log into ServiceDesk using Active Directory.
I am unable to log into ServiceDesk 8.0.0 using Active Directory logins. It has a MySQL database backend. I followed the steps found here in order to resolve this issue: http://forums.manageengine.com/topic/can-t-login ... but they did not help: Here are the steps: mysql> select * from aaapamconf; +------------+--------------+--------------+ | SERVICE_ID | PAMMODULE_ID | CONTROL_FLAG | +------------+--------------+--------------+ | 1 | 2 | required | | 1 |
CI Type incorrect after a scan
We have been deploying laptops over the last several months. Part of our process is to perform a initial scan of the device with SDP. What has been happening is most all the scanned laptops are being listed under Windows Workstation Asset and not under laptops. These devices are HP laptops. Why doesnt SDP classify them as laptops after a network scan is performed? Whay cant you manually move them to the laptops asset group?
inline images, URL change
Hi, SDP Version: 8.0.0 Build 8022 Inline images are no longer displayed. I changed from HTTP to HTTPS and our initial web link from servicedesk.domain1.com to servicedesk.domain2.com After that, i figured that all the inline images are still referring to servicedesk.domain1.com instead of servicedesk.domain2.com. Due to FW and ISA the domain1.com is not available over HTTPS (and i do not want that to be the case). My question here: Is there a way to change the domain for inline images? Some(not all)
FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist
Service desk throws an error "FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist" . It is Windows 2003 server. Any idea what would be the reason ?
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