Asset agent installed on a pc but does not reflect in scans
On my computer it shows the Manage Engine Asset Explorer Agent version 1.0.5 installed as of March 2012. Within SDPlus, after running an agent scan, my computer does not even show up in inventory. I would like to get a better understand just how this occurs and how to resolve this and other asset discovery issues. Thanks, Lisa G
Can't pickup Office 2007 license keys on Windows 7 64-bit
Hi, We're still running ServiceDesk Plus 8.0.0 We've found license key for Office 2007 gets picked up on all computers except those running Windows 7 64-bit operating system. Does anyone know if this issue can be resolved by upgrading our copy of Servicedesk to 8.1?
Assets schedule scan issue in SD Plus Linux version 8.1
Hi, I have SD Plus linux version 8.1 build 8105, i am facing issue regarding asstest management, problem is that i am unable to scan the assets from the [scan now] button, saying FAILURE :Connection to SSH Service in the workstation failed. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. I have downloaded the script from quick action--- standalone audit. but i have to run
Problem starting server after apply patch
Dear Support, I have apply patch from ServiceDesk Plus 8.0.2.7 to 8.1, Got the error fail to install the patch and then cannot start up services. Try to type run.bat in command prompt and get this error: unclean shutdown with previous run. Would you please advise any solution for it? Thanks. Jason
Error while opening CI Type screen after migrating to 8.1
We are doing a test migration as below Previous Version : 7.6.0 Build 7611 Current Version : 8.1 Build 8105 All steps went fine without any errors. When I try to open certain CI Types I am getting the below error In Mozilla Error in componentVendorFormresult.getElementsByTagName("notassociated")[i].childNodes[0] is undefined In IE Error in componentVendorFormUnable to get value of property 'nodeValue': object is null or undefined What could be the problem? Thanks in advance. Regee Chacko
How to remove items from network scan
We have some qnaps (file stores) and other file storage , how do i move them from the workstation asset to the storage asset group ?
SD PLus migration windows to linux
hi, I am migrating my SD PLus from windows 2003 to RHEL 5.7 Steps 1) i have take the full backup of SD Plus 8.1 build 8105 Step2) Install RHEL 5.7 and install SD PLus 8.1 build 8105 version Step3) Restore the backup on linux machine All done successfully but the problem is that I am using Active directory in windows 2003 SD plus version 8.1 build 8105, when i restored backup i am unable to login to SD plus console in linux so i made few changes in my SD plus 8.1 windows version before the full backup.
SDP 8.1 email issue
Hi, Is it possible to email an email address when a certain request comes in? (probably the request from a template) Thanks Martin
Cannot create a custom view
Hi all. When using SD+ Enterprise Edition to create a custom view in the Requests tab, after selecting the relevant fields and clicking OK it seems to get stuck in a redirect loop. The Window title is "NTLM Failed Redirecting to Login Page". Any suggestions welcome. Thanks, Dave
SDP 8.1 8105 hangs when adding new incident template
Hi, when I am adding a new incident and hit save, the processing box appears but then stays there with the hourglass. It doesn't get any further. What is the reason for this? Many thanks Martin
Using PFX Certificate for SDP
Is it possible to use a PFX certificate instead of .keystore and .cer certificate? Is it also possible to use a wilcard certificate like *.de.something.com?
unable to login
Hi I have migrated my SD Plus from windows to linux , i have SD Plus 7.5 version i upgrade it to 8.0 8017 , then i have take full backup of it.. Now i install SD PLus on linux machine RHEL 4.5 , the SD PLus 8.0 8017 latest one , then i restore backup on it. backup restore successfully. but when i execute the url: http://localhost then i am unable to logon , neither with my AD user nor with administrator, i am supplying correct password both. But i cannot find the "OPTION " link which will be shown
Added an attachment to a request using REST API?
Hello, We have sucessfully implemented a lot of REST API functions, but now we are stuck because we want to be able to add an attachment to a request. I can't seem to find how in the servicedesk admin guide, can someone help me with this? Kind regards Steve
How to delete "Service Fields" from the Service Catalog "Form Designer"?
How to delete "Service Fields" from the Service Catalog "Form Designer"? I have a few that are redundant, and I want to remove them from the Service Fields list. Thanks. Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
business rules is not working for Service Catalog
I have a business rule: Execute when a request is "Edit" Turn on cascade execution Override request values with Business Rule values criteria: Request Type is "test type" action: Change Status to "test status" If i create a request from button "New incident" and then change type of request business rule is working, but if i create request from Service Catalog, busines rules dont work. The fields of both reuest are the same. Why business rule dont work? Thank you. 8.0.0 Build 8022
SDP 8.1 styling problems
Since upgrading to ServiceDesk 8.1 I have had some issues with the styling of the pages. I initially resolved this using Ctrl+F5 to clear the cache but now it has happened again - the buttons for each module are not showing There are also HTML tags appearing in service catalogue template descriptions, as shown in the screenshot below.
Backup Error
Hello, My ServiceDesk+ backups have started to error (last 3 days of backups have failed with this error, using 7.6.0. Error below. java.lang.Exception: Unable to get the data from [AaaAccAdminProfile] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:626) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:618) at com.adventnet.servicedesk.tools.SDBackUp.startBackup(SDBackUp.java:320) at com.adventnet.servicedesk.tools.SDBackUp.process(SDBackUp.java:82)
Service desk 8.1 styling issues
Since upgrading to servicedesk 8.1 there have been various styling issues with the page layout. I initially resolved this with Ctrl+F5 but the buttons at the top, as shown in the screenshot below:
Scan problems
Hello. I'v setted up a trial version of ServiceDesk Plus 7.5.0 Build 7512, Enterprise. Then I'v started network scan, using IPs range 192.168.16.4-192.168.16.253. After the scan ends, it says: "Successfull scan: 107". But when I'm opening "Assets" from the main menu, I see only 22 detected workstations and 17 scanned workstations. Is it normal? If no, how I can fix it?
Help __What to do with the assets that names were changed and continue to appear?
A few days ago, as a means of standardization is changed all the names of the workstations (CPU and notebook), but in a tab called Workstation(s)/Server(s) failed during last scan, I keep coming and in fact I reconciled with the new names, which is a success. But to spend a few minutes, I again workstations appear as stations in store as if he had added a new one. which is very annoying that the amount of assets not coindice analyzed through existing assets, with respect to the workstations.
Asset Scanning By Agent Mode
Hi, Good Morning !!! To scan assets we are using Agent based method. When we upgrade Service Desk Plus its necessary to upgrade the Agent every time to scan the workstation. We know there is script to update the agent settings but it's very difficult to run the script in every workstation which are in workgroup. If we have not upgraded the agent then what will happen. Regards, Vaishali Shirolkar
Watch this portal usage video
Hi, I just upgraded our SDP to the latest version and would like to know how I can remove the "Watch this Portal usage video" link from the SDP homepage. Our users do not have YouTube access so this link serves no purpose and I would like to see it removed. Also, most of our users use SDP in Dutch, but it on the homepage there are a few items not translated into Dutch. On the Homepage there's "request catalog", "new request". On the "aanvragen 'requests) tab there's a button 'new request" instead
admin account doesn't have admin permissions
I'm not sure what I have done but somehow our technician accounts no longer have admin rights. I can log into them but I'm unable to change the permission levels for them. I thought I would be able to log in as a Local Adminisrator and do this but the Local Administrator account is the same. Is there a SQL query I can run to change the admin rights for the technicians?
Holiday hell
Hello everyone. We use Service Desk plus 7605. Every friday evening right after working time end it simply hangs with OutOfMemory exception. Every time, right after getting into my car i have to run back to work and restart it Now finally i've had enough time to find out the reason of that fail. That's a long story, so be patient ... lets begin. The buggy situation happening when the user copies the work order with status 'OnHold' and then changes the status of copy to 'Open' at holiday time (sometimes
Need a business rule to NOT send SMS upon new ticket creation
I currently have a business rule that sends SMS's to technicians as new tickets are created. However, I have 1 class of tickets for which a SMS should not be sent. The distinguishing characteristic of these tickets is a phase embedded in the body of the ticket. Can anyone help with the business rule config?
Search assets by IP
we have upgraded lately to 8.1 version. we were used to use the below search box to search assets by IP. currently we are unable to do so.
Authentication Failure for Mail Server
Hello, I recently upgraded our version of ServiceDesk+ to the most recent distribution from 7661. Prior to the upgrade we had just got a new email account associated with SD+ that pulled emails without a problem. After the upgrade its giving us this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. The settings are the same as they were before the upgrade (when it
Requester cannot CLOSE the request
Dear Support, I experience the problem that all Requester cannot see the Request status and also cannot CLOSED On Requests list, Status Field fill with 'Not-Auth' which is not listed on STATUS master. Pls help. Regards Anton
Users responding though outlook to email not Service Desk
Hi, A user logs in to service desk and creates a request. We respond by email to the user though service desk. The user responds though outlook to the email and we have no log of the conversation. I've just configured Service desk to read/fetch emails hoping the it would read the subject containing [Request ID :##NUM##] and add the email to the correct call. Well it didn't pick it up so can service desk do this?
Unable to add technician, receiving this error:
Unable to add technician, receiving this error: Unable to save technician : Login with same name already exists. Please provide a different value. I have confirmed this user is not listed in the Requester list.
Problem about Asset Management
Dear Everybody, I have some question about Asset Management Module. It is a trouble also, and it make me crazy.. I made windows domain scan for discovering our workstations, some thing happen to me as below: 1. After peformed second scanning, system duplicated old workstation to a new one with same name (with add more_01, _02, please see attachment) 2. Some workstation was not unsuccessfully, so I ran windows scan script file (ae_scan.vbs), instead of add new workstation on Inventories List, System
Can´t make backup but can upgrade succesfully...
Hello, sorry to bother, but I´ve downloaded ServiceDesk Plus Trial and we are trying to make scheduled backups once per day, backupData.bat fails every time, but If we upgrade to 8027 the backup that is taken just before the upgrade works flawless, I assume that there are some null table entries (after removing the ECHO OFF line in backupDATA.bat) but I can´t use the MySQL Workbench to connect and fix this issues... So, if you have a tutorial on how to fix backup scheduling, or any ideas as to why
Agent Port Information
I am going to roll the SDP agent out to a "severely segmented network" with a "severely segmented IT Department". I was asked to provide all of the ports that will be needed to allow the Remote Control feature as well as the scanning to work. I will be rolling the agent out through group policy to all of the computer that touch our wire and authenticate to the domain. Our SDP sits on a DMZ with an any/any rule to a RODC on another segmented network on an offsite(Cloud) network. This offsite network
AD's users
Hi SD+ guru, I would to find out - why some users doesnt import to SD+? They all have the same privileges’ and are member of the same organization units. thanks and regards, the_script
secure problems
Hi SDP forums members! This evening i had big problem. When i checked my email, i got notification that someone opened new request. His surname is not familiar for us. I checked out request and there is advertisement. To other word: 1. new user was registered this evening 2. New user opened new request and attached advertisement file. question: how they did it? Our SDP available only in our network and only few people has access. Administrator password was changed. Why and how this happened?
Not able to install agent
I am encountering the following error message when I tried to install the asset management agent on some computers. it does not show up under workstation agent version and it is not listed under software also. After I tried installing the agent, it will show up with the error message. FAILURE :Agent is already installed in the machine. Troubleshoot
SDP 8.1 Reply/Resolution Template Issues
Hello, We upgraded to SDP 8.1 today and then applied the latest patch 8101. Everything seems to be working fine (cookies/cache cleared) with the exception of Reply/Resolution templates for general administrators. Previously on 8.0 8027 everything worked as expected. After the upgrade any non-admin technician cannot use the templates. They can select it, acknowledge the popup but it never adds the text of the template into the reply/resolution box. If I switch them to admin permissions (SDAdmin),
How to update agent when upgrading from 8.0 to 8.1?
We are in the process of preparing to upgrade from 8.0 to 8.1. How do we update the agents on all of our machines? Do we need to uninstall the old agent and deploy the new one? Or will the new agent update all the old agents? Is this an automatic process or do we need to manually update the agents? Thanks!
Scanning of Win 7 workstations fails
- Using SD 8.00 build 8013 - Firewall disabled on all workstations - Dcom enabled on all workstations - WMI enabled on all workstations - Using serviceaccount with admin rights to all desktops. still:... scanning of windows 7 workstations fails with message "either access denied or DCOM might be disabled" What could be the issue here?
Can I associate an incident to a business service?
Hello I am using latest version of the software. In the new features releases I could read: http://www.manageengine.com/products/service-desk/readme-8.1.html View the pending requests, problems and changes raised for Assets, Business Service or IT Service from the relationship map. but I do not see how to associate and incident or request to a business service, is it possible? Thank you
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