SD Password Reset
We do not use AD Integration for our User Accounts - this is due to a large number of users not being a member of our Domain. With this in mind, we do have a lot of users requesting password resets to access the ServiceDesk portal. Many applications/portals would usually have the option of resetting a password when logging in. So far I have not been able to find such an option within ServiceDesk. Would it be possible to include a 'Forgot Password' option at the login screen? This would then free
Who can raise a Purchase Order
Hi All, Who can raise a Purchase Order? i.e can an normal requester be allocated access to raise a PO similar to where a requester can be allocated access to be a purchase order approver? Thanks Brett
Migrating SQL 2008 x86 DB to SQL 2008 x64 DB
I currently am running Service Desk 7 Build 7608 and planning of at least upgrading to Build 4611 (might be going to version 8, don't know yet). Server is running on a WinXp virtual machine (VmWare). We are currently using a SQL 2008 Server x86 DB We need to migrate it to SQL 2008 Server x64 DB (due to different technological choices) Will our database still be usable after a migration on SQL 2008 x64? Thank you for your support!
I can not create change
ServiceDesk Plus 8.0.0 Build 8006 When creating a new change and after clicking on the "Save" button, nothing happens. Also, I can not select a subcategory and position. Help me, please. My e-mail: ousenko@gmail.com
need to know how to import mysql data to MS SQL 2005
need to know how to import mysql data to MS SQL 2005
Alphabetical date order in reports.
Hi SD support! From v7.6 date in reports is sorted alphabetically - i.e. Dec comes after Aug - and it's strictly incorrect. Is where and way to change this behaviour to 7.5 style - sorting date numerically?
enable requesters to change the status of Priority field on a submitted request
Hi, I have not been able to figure out a way to enable requestors to modify the status of the Priority field after they have submitted a request. There are times when a user submits a request and the issue is simply a Priority 3 and then for some reason it becomes more urgent and they would like immediate assistance. I have business rules defined that automatically send alerts when support requests have been sitting in queue for a specific period of time and not assigned and it would be helpful
Priority Matrix is useless in SDP
Hi there, We are using Priority Matrix to prioritize the requests. But there is a leakage in this process that Technicians can change Impact and Urgency values anytime themselves, even if you deselect the "Allow requesters and technicians to override the Priority Matrix" button in Priority Matrix configuration section. According to this, Priority can be changed in any time by a Technician. How can i restrict the Technicians to change the Impact & Urgency values? From my point of view this is not
Can't enable NTLMv2
Hello. I've just installed SDP 8.0 build 8006. And I can't get SSO work. I've trieв to install it on Win2008R2 and Win2003R2 x86. All the same. Users get blank screen when they try to login. But I've noticed some strange behavior. Here is the log when I try to enable SSO [13:27:58:130]|[12-24-2010]|[com.adventnet.servicedesk.setup.action.ActiveDirectoryAction]|[INFO]|[33]|: Trying to enable Active Directory Authentication by skull:::: User:skull trying to enable Active Directory Authentication |
API request issue. Please help!
I am having a problem when trying to submit a request via servlet api. The requester information is not crossing. Instead it uses the credentials i pass through to create the request. Has anyone encountered this problem and found a resolution. Thanks, in advance.
Requests hang when accessing SQL database.
Hello! There is a problem with the Service Desk. Requests hang when accessing SQL database Observe the following: Go to the SQL database query some of the queries are stopped and idle, hung over, a new request, he also hangs as a previous request was not fulfilled and so until the next office does not hang SD. Local calls to SQL works without problems. Version SD: 8.0.0.8006 Please tell me where to see the logs and how to solve this problem? Maybe it has something to do with Java on the server?
Warning window
Team, I see the following small issue. I try to assign an asset to the user. I chose the asset and changed 'Asset State' to the in Use. SD asked to choose user. I should choose user. I chose xxx. But should be chose yyy. I changed user to yyy and see warning window as on screenshot. Can you please turn off this annoying warning ? This warning will be apper each time when you will change the user (first time is ok). Just do it. Thanks
Asset Agent
Hi I am evaluating v 8 of sdp, I noticed the asset explorer, what I do not understand is why when an asset is in a remote location in the service desk inventory it will try to connect to the local ip address of the asset (ex 192.x.x.x) instead the current public internet address, I have in the agent config selected both methods but still all remote machines will show their local / ip address instead of public address making it impossible to remote control or even refresh the invenotry of them Regards
ServiceDesk won't startup after restore
I took a backup from ServiceDesk which is in live environment and I want to use it in test server, but after I restore the backup the ServiceDesk won't start the serves. It just try to start again and again. Booth of them is 7.6.0 Build 7611. So how can I do it in right way?
Assets being captured
How do I stop SD+ from treating a non-existent workstation as an asset? Seems when we run a network scan and nothing responds on the IP, it captures it as an asset and it counts against our license. i.e. 10.10.1.10 In Store but there is nothing at 10.10.1.10
Choosing Technician then requestor resets Technician
Good Day, We are running SDP 7611 and have noticed and issue with it (and previous versions). When you enter in a group and/or technician then go out to fill in the Requester field below about half the time the Technician and group are reset back to nothing. Has anyone else run into this and know of a fix? We have had a few tickets reset back to no Technician or group and take awhile to be found. Thanks!
ServiceDesk Plus won't start
Friday we needed to change the network admin password. Now I cannot get servicedesk to start. It just keep trying to start several times. I have restarted the server. My MSSQL server is running properly. Anyone know what i can do to get the service to start? Thank, Peter J. Fischel
Technician question
Hello, I have question for techs and their roles. I want to technician to be able to choose himselft (and only himself) from the list, when he makes his own request/incident. I did create role for it, and removed the options "Assing Technicians", but then he cant choose, when i put it back on he can see all techicians, and I want only to see himself and to assing it. Other techs are not in his group, but still he can see it. How can i fix this? Thank you
Business rule does not apply
Hello! I have a site with only one business rule: if category of the request equals to defined category, rule must apply new request to group of specialists and set up a default specialist. Rule should apply only when creating request. The problem is: When creating request through Request Template - rule applies. When creating request through Service Catalog template - it does not apply. Other info: when i configure business rule to apply when request modified, it correctly modifies the request.
ServiceDesk 8 keeps trying to start and then fails
Please can somebody have a look at this please. We cannot use the software at the moment as the service keeps trying to start but after 10 attempts fails. In the event viewer it says there my be a configuration error please check the logs. Please can someone help Thanks Martin
Network scan
Hello, I tried network scan on Ubuntu in my lab, opened port for telnet and ssh in Ubuntu and both time failed. I tested telnet from cmd and it worked, but in SDP I get: Problem while discovering the workstation. Scanning with ssh protocol I get: Connection to RPC server in the workstation failed. SDP version is 8.0.0 Build 8004. Where could be the problem? Regards
Mail sending nok
Hello, I'm in SDP 8.0.0.2 and I've got a problem on outgoing mails. Ingoing does well. The problem started yesterday when I renewed the Exchange 2007 certificate. Please find the support file. Best regards.
Business rule does not assign a request to the specific group
Hi all. I'm trying to create business rule that assigns a request to specific group and performs some other actions. E-mail notification if turned on. When a request is received, the rule is executed: I receive e-mail notification and see that all actions exept assigning request to the group are performed. However, I can assign this request to any group manually. What can be a problem? Thank you in advance.
Error installing 7611
I am trying to upgrade from 7610 to 7611 to 8004. I ran the upgrade to 7611 and it ran correctly. Now when I try to migrate from 7611 to 8004 I'm getting an error message in the command prompt box and the upgrade fails. I'm getting an "unexpected end of ZLIB input stream" error and (Unknown Source) errors as it reads through the other files. The Installation Wizard just stops and says "Error Occured...". Any advice would be appreciated.
Multiple Approvals
When I have multiple "Submit for Approvals" pending when one is approved the status of the ticket is approved meanwhile there are still approvals pending. Is there a way that all outstanding approvals have to be approved before the status shows approved in the main screen?
Access Servicedesk when DC goes down
Hi there, We need to know how we can access servicedesk if our Domain Controller goes down? We use AD authentication and without access to the network all we get is Wrong Username / Password when trying to login. Is there somewhere in servicedesk that I can setup a 'Local' account so that servicedesk can still be accessed when the network goes down? In this instance the information we needed was in the servicedesk solution's database but we had no way of accessing it. In short, I want to be able
How do I move SD+ to a new server
We are upgrading our server for SD+. How do I move everything we have done?
Can't access e-mail server config tab....
We have been testing SDP 8, and we are also in the process of migrating to an Exchange 2010 cluster - our test version has worked fine talking to 2010, so we went to migrate the mailbox for production to 2010 this morning - that had issues so we moved the mailbox back to the 2003 server - we had to restart service desk to get it to talk to the mailbox again, then mail fetching crashed about 5 minutes later. Now, I can't even click on the mail configuration tab on the admin page - it just sits there
Workstation scan fails.
The error message is: FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I've updated to the latest version 8.0.0 Build 8004 It only happens on our computers running Windows 7 64bit. Workstation scan works OK on computers running Win7 32bit, Win Vista or WinXP. The firewall is disabled on the workstations. I've tried the solutions on these pages. - http://forums.manageengine.com/topic/dcom-message-when-scanning-workstation - http://www.manageengine.com/products/service-desk/help/adminguide/introduction/troubleshooting.html
Bad attachment
Hi, In the SD+ (ver.7009 or 7011) installed on Windows 2003 with MSSQL-2005 there is a problem. When sending reply with attachment, client receives it without attachment. We ran an experiment and found out the following: If format is set to RTF(HTML) in notification rules setup then any email goes to client without attachments in mail, for example: we send mail from public e-mail server using SD+ then after some time we checked this mail via web interface of the mailserver and there was no attachment
Issue with replies opening a new ticket
we are having an issue since upgrading to version 8. We have all the latest service packs now loaded. Whenever we reply to a request for more information the user replies to the email they get, instead of it going into the conversation of the already open ticket, it creates a new ticket with their reply. This was working completely fine before the upgrade any ideas? PLease help Version 8.0.0 , Sp 8003
Incomplete picklist in custom view
We created a additional request field type picklist named "Owner" with 65 items. When we create a request this field is correct usable. But when we want to make a custom view in our request and we want to select on this "Owner" field there are only 23 items selectable. We are using 8004. Best regards, Mark Flothmann Custom view selection : Request view :
Cost details
After updating Servicedesk Plus to version 8 to following problem began to occur. A few times a day the cost details vanish into ... I don't know what is happening but it looks like a bug to me
Can't access after restore database
i move ServiceDesk Plus | 7.6.0 to onther server and i have bauckup when i install ServiceDesk Plus | 7.6.0 in new server and restore the backup and run i face problem in login screen becuse i can't see domin combobox to select my domin note: in old server i configer it to integrated with Active director
Missing tab Approvals in Request
Hello! Problem #1 (critical?). After updating SD from 7610 to 8002, we've got missing tab Approvals in Request. I can send request for approval (and its written in tab History), but i havent tab Approvals, so i cannot check the status of the request. This problem connected only with new requests (created on 8002). Old requests (created on 7610) have the tab. Problem #2 (non-critical). If I use URL of SD portal that contain sign "_" (ex.: http://sd_test) and if I use AD pass-through authentication,
Removing Technician
I've removed a technician from SDP, and have re-scanned AD to re-add them as a standard user. This has created a new ID file for them and they are now not able to view their previous requests. I've followed advice from last time I needed to do this (about a year ago), but its not transferred their old requests to their new user ID. These are the steps I've followed... Logon to the server - In command prompt goto folder c:\AdventNet\Me\ServiceDesk\mysql\bin, then type 'mysql.exe -u root -P 33366 servicedesk'
Failed Login?
Hi everyone, I'm seeing this error message flooding our domain controllers under the security logs about 2-3 seconds. Pre-authentication failed: User Name: Helpdesk User ID: Domain1\Helpdesk Service Name: krbtgt/Domain1.COM Pre-Authentication Type: 0x0 Failure Code: 0x19 Client Address: 10.121.1.12 10.121.1.12 is our helpdesk server. We're using Active Directory authentication (NOT pass through) for technicians and requesters and that's working.
A newly created service request is being duplicated over and over.
I'm currently using build 8004, but the problem appeared back with 7611 at some point in time. It goes like this: A customer submits a service request through e-mail. The program checks the e-mail account, downloads the letter and creates a service request. The letter is NOT deleted at this time. Even if I delete it manually, the service request is created again after n+6 minutes where n is the interval for checking the mailbox. And then again. And again. And so on. If another service request is
Replies from requester open a new ticket
Any replies from a requester (me in this case) to mails sent from SDP are opening new tickets and are not being linked to the existing request. The reply from SDP includes [Request ID: ##$RequestId##] in the subject line (which parses to the correct request ID), email commands are enabled with ## as the delimiter and @@ as the trigger for email commands. Am I going wrong somewhere, or does this need fixing?? Build 8004, MSSQL on Windows 2003.
Trouble with backupschedule
Hello, I'm using ServiceDesk Plus version 7608 and I have some troubles with BackSchedule (I'm using the french version). I receive the following message : see attachments. The message tell me to execute au SQL command. Can I have an explication about this command ? Regards Bastien
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