preventive maintenance 31days
I can create a recurrent task. I can set it to monthly and then choose the month/day/hour. So lets say i check "every month" and choose "on" Date: 31 Does the system know February only has 28 days? And does it "create" the task the 28th of February ? It might be a stupid question but i did not found an explanation in the guide. Monthly Task Scheduling Every Month January February March April May June July August September October November December On Date 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Duplicate Technician Group names after upgrade
We recently upgraded from ServiceDesk Plus 8.0.0 Build 8005 to 8011 as well as moved the application and data to a new server. We have encountered a problem where users will access a Request and attempt to assign the request using the available toolbar. When attempting to choose group from the “Assign Group and Technician” form, the “Choose Group” dropdown menu is showing multiple duplicate entries. For example: Choose Group: Incoming Email Tickets IT Secure
IE 9 and Active X controls
I just installed IE 9 and now cannot view my remote control desktops. Which active x controls need to be tweaked to allow me to view desktops again?
Servlet API edit duebytime on update request
Hi, I tried to do a operation='UpdateRequest' on the duebytime field on a request but the field doesn't get updated although the operation is successful. I followed the string format here http://forums.manageengine.com/topic/api-enhancements dd MMM yyyy, HH:mm:ss eg, 23 May 2011, 11:00:16 We are using version 7.5.0 Build 7509 Am I doing correctly? Please advice. Thank you so much.
Deleted fields from default incident template still appear when editing requests
I seem to have a quirk inside of SDP that I don't understand. Our organization had me modify our default Incident Template and several fields were removed as we don't use them. One of those fields is "Impact Details". After removing it we found no other place for us to enable or use this field when we go through all of our configuration settings. Yet if we pick any ticket from our request tab, then click on Edit Request we see the Impact Details box. Either we missed a configuration setting or we
Asset Scanning Issue
Dear Manage Engine, I have installed the Asset Explorer version 5504 as a remote server and did the domain scan, in which most of the PC's turned out with RPC and DCOM errors, but when I manually scanned as an individual PC i am able to scan it successfully.(I did this for around 80 PC's because i did not have any other option) What does it mean, the Windows Domain Scan fails and Individual scan works. Sometimes it scans at the first run and the second run it comes up with Errors. While uploading
Workstations are being Appended with _old
Some of my workstations are showing duplicated, but the second workstation name is appended with "_old". Why? I sync with AD, but none of my workstations have "_old" in there name.
Closing the DOS prompt shuts down ServiceDesk
Is it normal behaviour to start ServiceDesk Plus by executing run.bat from the comman line and then having to keep that user logged on to the server and keep the DOS prompt open. If I close the DOS prompt, ServiceDesk shuts down. Please tell me how to start SDP without having to keep the user logged on and DOS prompt open. SDP version we're using is 7.6.0 Build 7611.
Smtp Error
Ok I am stumped on this.... I am unable to get SD to send mail via smtp. I can setup an outlook account with the same settings and it works, I can telnet the server on port 25 and it responds no problem. I check the system log and i get this Exception while trying to send notification for the request. Module: HelpDesk Type Error There is, no ssl, no authentication, no tls, because of it being on a LAN there is no need for it, there is also no firewall between
Upgrade failed
Dear all, I was doing upgrade from 8009 to 8011 but then the upgrade failed midway - I dont know what happened. Now I have realized that I cannot even access the system - what might have happened? How can I sort it out? Thanks in advance for your insights. Regards, Davis M Onsakia The error message that is in the updatemgrlog file is: Apr 28, 2011 12:16:35 PM [SYSERR] [INFO] : Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.mysql.MysqlSQLGenerator javax.naming.NoInitialContextException:
.MSG attachments
When a requester is trying to email a request to the engine, file attachments come through except for .msg attachments. Is there a setting where I can allow this type of attachment to be sent through email request submittal? (We are on upgrade 7603 if that helps) Thank you!
Remote Control
Dear Manage Engine, When we install the agent in the client PC, What is the default status of the Asset Explorer Remote Control service and Asset Explorer Agent service, because in most cases the service is stop and we have to start it manually in each and every PC, need help...
Facing probelm in service desk asset management
I have just bought a Intel icore 3 , when i scanned my system from Manageengine service desk , SD add that workstation as Intel Pentium II processor, not getting the correct value. kindly help me if any patch, script or any solution available Regards MAJ
The approval tab disappeared on 8010
Hello Support! We are running on sdp 8010. But after migating from version 7 the approvals tab has disappeared on newly created requests. Seems like version 8004 has fixed that issue. But we are still facing it. Thanks for any suggestions. Regards Igo
HOW COME: Associate Incidents to Problem doesnt see my requests generated by "Service catalog"
I'm trying to associate an incident with a problem. But how come I only see the request that were created trough "requests/new incident" and not those that were created trough "service catalog"? I don't have this problem if I try to associate a problem with "changes" only if I try to associate it with a problem. So why is that and how can I resolve this matter? Thanks in advance zztemp
Groups are missing
This is probably something very simple but I have yet to resolve this issue. For some reason, when a technician is filling out a ticket, there are no longer any groups to pick from. However, when I go in to Admin tools > Groups, all of the groups are defined. Thanks in advance!
What happen if My server is migrated to a new domain
Hi Support, Currently we are hosting the Service Desk Plus application and the database in a server . The server is joint to a domain A and now we are migrating this server to domain B . What will happen and What we got to do from our side. 1. currently in our environment we are using the Domain A credential to login into Service Desk Plus application . If we were to change to Domain B credential . what are the changes we got to do. 2. We have 300 tech license , all the technician uses
CTRL+ALT+DEL Windows 7 with Agent installed
Hi, For some reason I cannot get ctrl+alt+del working on any windows 7 machine with the agent installed I noticed this was an issue in previous versions but was stated that would be fixed I am currently using build 8007 can you advise Kind Regards
sdp time problem
hello; SDP product is upgraded to the latest version has been problem-hours settings. If the client sets the clock and the SDP is the difference between the 8 hours. server time settings correctly
Merged ticket still firing group assignment not picked, and SLA response due notifications
A technician merged a ticket into an existing one, but the newer (now merged) ticket is still sending out notifications that it has not been picked up, then that its sla response is violated. While there are a number of ways to handle notifications that would be legitimate, I don't feel this is one of them, as there is no way to access the merged ticket and supply a 'response' event or 'assignment' event to turn these notifications off. Do you have any advice? /kdl
HOWTO: Remote Access
Hello Guys, I'm kinda wondering. I am exploring Remote Control. However, i installed an agent a workstation, but nowhere on the detail of the workstation, i'm able to actually take over the machine. So i follow the path: Inventory, Workstations, i open the workstation detail, and i presume some button must be present there to remote control the machine... I cannot see anywhere anny link to take over the machine... I am the SDAdmin of ServiceDesk. Any suggestions on how and where i should see this
Asset Assignment
I'm checking out ServiceDesk Plus to replace my current ticket system. I'm wondering if it is supposed to automatically assign the asset to the requests? It seems like it would be easy enough to cross reference the AD username with the Last Logged In User Thanks in advance. Kyle
Exchange 2010 SDP 8
Good day, We've switched to exchange 2010 as our mail server and from this moment we are experiencing very slow perfomance in the situation where SDP sending email, on all other everything is ok. Can you suggest me where the problem can lie?
daily statistics ( KPI ) - cron job?
Hello For performance statistic purposes (KPI), I would like to run some SQL statements in one (or more) queries in order to build me a table with history data like backlog per end of the day number of incidents created on one day number of service requests on one day ...History data with number of <request type> per day is easy; I can get this history directly via SD+ reports. What about my backlog statistic? How could I generate a history statistic on the backlog per day? Should I do a daily SQL
Total record number when viewing report differs after exporting report
Running SDP build 8008 I run a report on our survey and get total records 74 However when I choose to export to excel and open the excel file it now says total records 134
Ajax error in Asset tab
Hi, We have little less than 2000 asset registered at the moment and we'd like to add more but an annoying problem is getting in the way. When we click on any link within the Asset tab (like for instance "Workstation(s)/Server(s) Detected") i get the following error in a popup window: Error while fetching ajax response : Component returned failure code: 0x80040111 (NS_ERROR_NOT_AVAILABLE) [nsIXMLHttpRequest.statusText] This happens using Mozilla Firefox and has been replicated on multiple computers.
"Unable to fetch technician details" after server migration
Dear all, after a server migration everything looks fine and working on the first view. But there is one issue - when I want to edit a technician I got the error message " Unable to fetch technician details". On the old system from which the database backup was taken everything is fine and working. We are using Build 7602 at the moment. Any ideas how to resolve this issue? Thanks, Heiko
Data Clean up and Archive functionality
I have been trying to clean up our groups and categories and as you know I have to get rid of all uses of a category or group before the system will let me get rid of a group or category. <complaint> groups do not have the 'mark for no further use' functional deletion that categories have </complaint> It was suggested to me that perhaps by archiving all old tickets prior to the categorization and group refactoring would allow me to delete the unused groups and categories. Will this work?
Windows 7: Asset Scan does not work
Hi, I changed for testing my computer from Windows XP to Windows 7. Since this moment, the asset scan does not work any more and reports back DCOM problems. I have tried moreless everything which is posted in the forums, but it seams that no one is using Win7 with Service Desk Asset scan yet. Dos anyone has an idea, why the scan does not get through? by the way, manual scanning does work and reports it's result back to the SD-Server. Kind regards Thomas
System Log Viewer 404 error
When I go into the system log viewer I see 10 items i the list by default. However if I try to change the view to a longer list of items or if I try to click on the next page button I get the following: 404 - File or directory not found. The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable. What causes this. I assume the system logs are somewhere in the db and since I can see the current 10 why would I get this error?
In Assets name of the PC changed with its IP
Hello! Please help me with following issue. Sometimes (seems at every weekly scan), I see that some PCs (5-10 out of 100) in Assets are changed its names from "pc1.domain1.domain.local" to "<ip_address>". This event is written to the history of the workstation, but no reasons mentioned. Thanks in advance.
OEM Operating System Licence
We have a number of Windows 7 workstations. Some were purchased with an OEM copy preinstalled, some were installed with a volume license. in the software licences section of ServiceDesk we can see that these OEM machines appear with identical product IDs (12345-OEM-12345678-12345) Is there anyway to have SD recognize these OEM product IDs and not require us to assign them a license? creating licenses (either single or OEM) does not work as these licenses are applied to all the machines regardless
Agent installed but machine has been formatted
Hi, We have a number of machines "in store" than we've formatted and at some point in the future will re-issue them. The problem we have is that these machines in the past had the Agent installed and we have no way of uninstalling the agent as the machines have been formatted. Is there some way in ServiceDesk Plus that we can go into each asset and tell it that the Agent isn't installed so it doesn't show up under "Agent installed workstations"…maybe using a report query with SET? Thanks, Steve
New Request Received Notification Issue
Yesterday we upgraded from version 8005 to 8007. Since the upgrade, email notifications for new requests are not being sent. We use the Notification Rule “Alert group members by e-mail when a new request is added to the group”. On all of our Incident Templates, the group is hard-set and the requestors cannot change it. This has worked flawlessly until yesterday. Now when a requestor submits a request, the Group field is blank even though it is hard-set in the template. If a technician submits
Business Hours elapsed time_diff function
rather than using the time-diff() function, we would like to create custom reports showing elapsed time in business hours - it would be helpful (rather than writing this ourselves) if you could provide a bushrs_time_diff() function for use in the reporting tool that looks up local business hours based on site of a ticket then calculates the elapsed times between notable events for reporting purposes going one further it would be nice if the elapsed business hours were simply a field somewhere so
Cookies problem ?
Hello We have Servicedesk Plus and Desktop Center installed on the same server. If I now login on both program with the same browser I can loose my "login session". Perhaps some cookies problem, all programs points to the same server with different ports. //Peter
Is there an easy way to export Category, Subcategory, and Item entries from SDP?
I'm currently in the process of cleaning up our Categories, Subcategories, and Items in SDP and while it's easy to import changes in .csv format I would like to export this info from SDP so I can make numerous changes a bit easier. My question would be is there an easy way to do this? Or if there's not could we get this functionality on a future release? Respectfully, Jamie - Las Vegas, NV
Signature problem
After updating from 7.6 to : 8.0.0 Build 8009 I've noticed that behavior of the signature placement has changed. SD-25080: When replying to a request, the technician signature was shown at the very end. Now, the signature comes under the reply content. Now I have such reply window: In green area is my signature and in the red area is the standard text of the reply form. But why my signature is above my standar reply text? Or I need smth to change?
Resolved requests not automatically closing
We have a number of requests that have a status of "Resolved"... I changed the "closure rule" to close the ticket 3 days after resolved; however, the requests that were set as resolved prior to the change are not closing. Is this a feature...
Why is SLA reapplied on changes to closed tickets
Doing some clean up of old tickets after having changed SLA rules. Noticing the tickets are showing the new sla response and dueby dates - I would ordinarily not want this to recalculate on closed tickets - does this mean all changes on closed tickets now need to be done through sql scripts rather than the interface to avoid this trigger firing?
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