Survey
Hi, Can we send out survey by manual. For example yearly survey? And also can we change answer to be another thing instead of user rating?
Change word "-- Select technician --"
Hi, Can we change wording "--Select Technician--" in incident template?
Remote Control Blue Screen
When initiating a remote control session through SDP it starts up, give the prompt on the remote machine and when accepted a pop up states that I'm now controlling the remote PC !. The issue is that the screen is completely blue and I have no control over the remote machine. We are currently running SDP 8.0.0 Build 8013 using IE 8 and Firefox 3.6.25. Fire fox 8 states the add-on downloaded appears to be corrupt. Any help with this would be greatly appreciated.
Pass through authentication fails
I have an occasional issues where Pass through Authentication fails. A user will go to the Service Desk URL and is prompted for a password, closing all browser windows and going back to the Service Desk URL will then pass through correctly most of the time. However, some users will need to to log out of XP and back in to be able to pass through correctly. Entering domain logon credentials doesn't work either. Is there anything I can do to prevent this from happening?
Agent Installation Problem
Dear all I'm Trying to scan my workstations but there is a problem. For Example I have 10 Workstations which I want to scan I set the IP and Domain Name an Password for the PC01 it goes and scan the PC01 but when i want to scan PC02 after the scan completes there is no more any PC01 and the Person who were assigned to PC01 is now assigned to PC02 and I have to change it manually and set it to the right user. It happens to some of my workstations and I have tried it a lot but the problem still exist
Pass through authentication is not working with user who have one more account
Hi, I have a problem with pass through authentication when user have more than one account. For example local admin and AD account. How to enable pass-through back for individual user.
MySQL error
We have recently started to get the following error on our Webserver which has SDP installed and MySQL. Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com. We are running v8.0 Build 8022 of SDP.
failed changeDB from SDPlus default install to an external database?
hi, is it possible to changeDB from default install of service desk plus to an external database? heres the error: [root@storage2 bin]# ./startDB.sh Running stand alone DB server DB_HOME /opt/ManageEngine/ServiceDesk/bin/../mysql DB_PORT 33366 TMP_HOME /opt/ManageEngine/ServiceDesk/bin/../mysql/tmp 120105 17:33:52 [ERROR] Can't start server: Bind on TCP/IP port: Address already in use 120105 17:33:52 [ERROR] Do you already have another mysqld server running on port: 33366 ? 120105 17:33:52 [ERROR]
Leave Type schedule
Deal all When I want to set my leave time it is only based on Date . I want to know Is there any way that i set the time also in my calendar for leave type for example when there is a meeting that is scheduled for me i want to set my leave time from 10:00 am till 11:00am on Date 10/01/2012 Regards Negin
Cannot create a custom view
When I create a new Custom View and try to save I get the following error : HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Sending Notification Fails...
Hi Support, We receive error msg "Sending notification failed" while sending reply or forward with Request. It was working great before. Could you please help to fix this issue? Attached is the Support File.
Technician can only view his own request, not those he is assigned to
Hi - I have created a new technician. I have Associated him to all Sites and Associated him to all Groups. I have assigned him to a role of 'Service Desk Technicians' which gives him full permissions to all types of tickets. Service Desk Technicians are allowed to view 'All' I have assigned 19 tickets to him. Nonetheless, when he logs in, all he sees is the request panel and within the request panel, he just sees the 1 request that has him as the requestor. He cannot see any of the tickets assigned
Custom Notifications
Is it possible to alert another technician when a request Status changes?
Searching Solutions
My users are complaining that the search function used for searching solutions does not work very well and makes it tough to find what they need. Here is an example I was given and verified. The user wants to find instructions on how to add their company email to their iPhone. They use the search term "iphone use", as well as "how do I add email to my iphone" but nothing is returned. We have a solution document using the key words "iphone, mail, email, exchange, webmail, sync, apple, mac" but
Audit History Report error
Hello! When running Audit History Report, i'm getting the following error. Can you help with troubleshooting this? net.sf.jasperreports.engine.JRException: Errors were encountered when compiling report expressions class file: 1. Syntax error on token "??????", invalid AssignmentOperator value = (java.lang.String)("?? "??????"" + " ");//$JR_EXPR_ID=9$ <----> 2. Syntax error on token "??????", invalid AssignmentOperator value = (java.lang.String)("?? "??????"" + " ");//$JR_EXPR_ID=9$ <----> 3. Syntax
Default Language of Browser
Hi, I corrupt some think on SDP language and now its working for only english or turkish (I have to select on SDP menu), when i click to default, its not giving automatic language from my browser. How can i fix these ? Could you give me path of language folders or somethink ? Regards, Thank You..
remote control agent - problems to connect - how to install the remote connection agent as a service
Dear Support We are encountering problems when trying to connect to workstations via SD+ remote control. It could be related to access rights issues. Therefore, we are planning to install the remote control agent to each workstation as administrator (via ADS or during installation of the workstation) and run the service automatically, in order to avoid problems and to save time when connecting from SD+ to the workstation (as mentionned, probably due to installation rights issues when installing the
How to remote local administrator from technician group?
Hi, I have a problem to remove local administrator from technician? I click on checkbox in front of local administrator account in technician page and deleted. Then it's not deleted and the check box in front of of local admin account is become disable.
How to Delete software which does not associated to any of device or devices??
How to Delete software which does not associated to any of device or devices?? I am using SDP version 8017.. & Database is Mysql..
UDF_date1 field in notification
Good day. I have trouble with UDF_DATE1 field in notification. This field comes in e-mail in a date format, despite the fact that it contains date and time. Maxim
Custom date field is not correctly displayed in notifications
Hello SDP Support, I've got a small problem with custom date fields. I've created a date field in the Requesttemplate that is called: When did the alarm appear. In the Request form the correct timestamp is show as 29.09.2011 11:30, but in the Email notification it just shows 29.09.2011. When I look in the email source code there is also just the date but no time. Is there any way to include the time correctly? Using Build 8016. Kind regards Thomas
AD import works with domain.com but not netbios domain
Recently when trying to import requesters using the netbios domain name it only showed the Users OU from active directory. I determined that if I switched and used the fqdn - domain.com I was able to see all the OUs from AD and import properly. The following day I tried logging in as a technician and I could not. When entering my name the domain name changed from domain to domain.com and my password was not accepted. I logged in as another user using local auth and went to admin, technicians and
Merge Request Problem
Hello, I have the following problem: merging requests in list-view causes an error and the relevant requests are deleted without any entry in the system-log. The error message is in german sorry: FEHLER :Problem beim Versuch, die Anforderung mit der markierten Anforderung zu verbinden. Bitte melden Sie das Problem an den System Administrator, benutzen Sie den Fehler Code 1,324,375,039,614. ServiceDesk Plus 8.0.0 Build 8020
renew expired license
i use trial version of servicedesk 8 and have some role and settings that define and created. i have some day delay and when comeback to my office , i get expired license. please let me know how can renew lisence with new license and getback to working site without lose working information
Work Log Bug
I recently noticed that there is a bug in the Work Log screen. The Executed Time shows Time 0 through 23 for hours. When selecting 7 hours it should show as 7 a.m. but it is showing as 8 a.m. instead.
Update Servicedesk Plus license
how do I key-in my new Servicedesk plus license if my current license has already expired ? Right now, I cannot access the webpage after the expiry date of my old license.
can not send mail in purchar
can i help you ? I have configuration email and test user send mail outsite insite ok I have case i enter Purchase order choose Action/Send email Vendor. http://www.manageengine.com/products/service-desk/help/adminguide/contracts/contracts-notify-vendor.html But when send mail notice Sending notification failed. If login as administrator i can send mail to vendor ok
Assign Group autoclose...
Hello everyone I have noticed that for some time now when I assign a request to a technicians the window named Assign Group and Technician doesn’t autoclose as before. What can it be? Thank you!
Trying to start MySQL server failed
I want to restore my backup on test server, it's not working.. Could you help please. Database not started. Starting ......... Dec 5, 2011 5:44:40 PM com.adventnet.db.adapter.DBInitializer startDBServer INFO: Command to start DB server [cmd, /c, "..\bin\startDB.bat", 33366] java.net.ConnectException: Trying to start MySQL server failed at com.adventnet.db.adapter.mysql.MySqlDBInitializer.startDBServer(MySql DBInitializer.java:148) at com.adventnet.db.adapter.mysql.MysqlDBAdapter.setUpDB(MysqlDBAdapter.
Asset issue - 2 computers not co-existing
In ServiceDesk I have 2 workstations with completely different sets of information. When I run a scan on Workstation 1, Workstation 2 is removed. When I scan Workstation 2, Workstation 1 gets removed. I am on ServiceDesk 8017 with the 1.05 client. I am also running MSSQL for the backend. Any ideas?
Incoming Mail
Hi, our outgoing email works well but not incoming. All conversation responded through Outlook are not centralized under the ticket. I have tried to stop the SDP service then restart but it seems not working after a test. Herewith the support file so you can review. Your precious help is very welcome, Regards, Jedidia
Problem scanning custom built machines
Hi, We recently distributed agent 1.05 to the workstations in our company through AD. However, everyone in one department has a custom built machine. These machines show as Model: System Product Name and Service Tag: System Serial Number so whenever one machine scans it replaces any other custom built machine already scanned. Is there a way around this? I tried to manually change the Service Tag in the asset information, but a new scan just resets it to "System Serial Number." Do we just need
A russian characters display trouble on asset page
Please, help resolve a problem! See attachment.
add request servlet API No such user is available in specified DOMAIN
I am trying to add a user that's in my LDAP to my SDP as a requestor but I keep getting the error "No such user is available in specified DOMAIN" and I don't know what information I am missing or what I need to put in specifically for domain in order for it to catch that domain and process.
Computer Inventory Only Showing One Monitor
I am trying to use SD to find all the monitors attached with serial numbers and I am unable to see all of the monitors.
How setup requesters to sign in with their Active directory Creditntials
I have just download and installed the Professional version of ServiceDesk. I just go done importing requesters from my domain Controller, and setting up my technicians. But i cant seem to figure out how to get users to send requests from their account. I've attempted to send request by logging in through the web browser connected to my Servicedesk server.
Mail Fetching Just Stops
Two Days ago, I noticed that SDP was no longer picking up any of the mail sent to the exchange mailbox we have set. After some troubleshooting I get this error message when I to re-enter the POP settings -> FAILURE: E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. This is the second time this happen, with the first having no real reason on why it just started to work again. So far... I have re-enter all settings
unable to set mail server setting
Hi all I am trying to set up my mail server on Service Desk. I set POP server on port 110 for incoming and SMTP server on port 25 for outgoing mail server settings to send and receive mails but there is an error while i want to reply the request. There is an error message which is: " Sending notification failed" I have to say that there is no problem with receiving mails from mail server,I mean that i can receive the e-mail which has set for sending/receiving mails to/from service desk automatically
Delayed typing in Description field.
When creating a service desk ticket users are experiencing delays when typing out their descriptions, this seems to happen only when connected to a virtual server. If I log into service desk on my local machine using IE 8, 9 or firefox it is fine but when I rdp into a server or even login from the server itself there is a terrible delay in typing and no other program is affected in this way. Any idea's what may be the cause of this problem? Regards
Cannot start SDP after server dissaster
Hello Support Team. We've got the problem. Description: we had Service Desk Plus 8 (patch 12) installed on Win 2008 (Virtual machine) with external MS SQL 2005 Database. Suddenly we lost our virtual machine with Service Desk (Help Desk), but DB was still working fine. We installed Server again from scratch, install Manage Engine 8 ( to first on local MySql DB), patch it to 8 patch 12. Then try to connect to working original external DB (changeDBServer.bat show fine connection). But we cannot start
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