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
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
Error in componentVendorFormresultgetElementsByTagName("notassociated")[1].childNodes[0]is undefined
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
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