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
Allowing service desk to append ticket coming from email client to existing ticket but prevent from creating new ticket.
Please advice if this is possible. We have tied an email account to our service desk example: support@company.com We are enforcing user to use the portal to open a new ticket but at the same time allow them to reply to existing ticket by using their email client (outlook). Our main goal is to prevent ServiceDesk automatically creating a new ticket when users are sending email to support@company.com Please advice, Thank you!
Recent Items bug
We have just upgraded SDP from 7610 to 8004 and found a change / bug. When looking at the lists of requests, on the left side there is Recent Items. If that is expanded and we click on a ticket either via the recent items or the main list, that recent items list is no longer expanded. As such we are constantly having to expand it manually. This was not the case on 7610. Since our upgrade when from 7610 to 7611 to 8000 to 8004 at the same time, I can't tell you which upgrade level made that change.
Delete a new incident template, Can't
Hello We had a service category request and we have it disabled now. I also deleted all tickets created using the template. The issue I am facing now is under new incident tab [we changed the display to new ticket] there is a menu that I can't get rid of. Please check the attachment. How can I get rid of the one that is under ITG menu? Thank you
Announcements showing for all User Groups
I am using Version 8.0.0 Build 8003 When I create a new Announcement and Select "Show to Requester" then choose an available User Group, the announcement shows for all user groups in lieu of only the selected user group. Is this a known issue?
SDP 8002: the window is closed
Good afternoon. I have such situation almost every day. When I do the answer to the request, the window of the answer opens and I write the answer and I press the button to send. On correct - the window is closed - the letter leaves. In my case the window isn't closed, and there is all on a picture. The picture is applied. Reinstallation operational system hasn't given result. The request to help. At colleagues of such problem it is not observed - they use FireFox, therefore I assume that in all
Not-Auth in requestlist for requesters
When a non technician (so a normal requester) opens the list of his requests, some requests have for some fields a "Non-auth" content. For example the field status. So most of the of the fields of the requests are normal viewable, but some requests have this Not-Auth, even when this field has the property : "Requester can view" in the request template. Is this solvable with an update because on 1 dec. we are opening the selfserviceportal for users. I wanted to add a screenshot, but this doesn't work
Service catalog on selfservice portal doesnt appear 8.0.3
Hi, I've recently upgraded from 7.6.10 -> 7.6.11 -> 8.0.0 -> 8.0.3, added some service catalog item (for testing purposes) and logged in as a requester - I cannt see my Service Catalog from a self service portal. Does anyone have a suggestion?
Asset Scan of Mac OS
Hi, All of the windows machine scan properly and assets all populated. However we have one mac book connected via ethernet cable which we are unable to scan. We get RPC error. The settings for the mac in the security tab are as follows 1. Allow all incoming (means firewall off) 2. Allow essential programs (strict mode) 3. Allow custom programs (choice of programs) Choosing of the above even if making the firewall off shows the RPC error. We are scanning with local credentials even if credentials
Scanning Macintosh
I get RPC error when doing asset scan for macintosh; the mac is set for allow all incoming connections (meaning firewall is of ) so i dont know why its not working.
Assets showing ThinkCentre XXXX
Since upgrading to 8.0.0 Build 8000 many of my workstation now only show ThinkCentre XXXX for the model whereas in the past they were actually displaying the full model number of ThinkCentre 9632. Why has this changed?
Error: Migrate from Build 7611 to Build 8000
Hy, I having problem with upgrade, send in atached log that problem. Sds,
corrupt reports
Hi, We are using Servicedesk plus (7100) The problem we are facing is the following : after a while, some scheduled reports (from network monitoring) are corrupt. Daily a report as pdf attachment is generated, and send by mail. These pdf's are coppupted after a week of two weeks. When opening the list of generated reports, opening the report results in the same corrupt file. I assume something went wrong while writing the pdf? This problem occurs with some reports, not all of them. When deleting
Upgrade to 8.000 has gone horribly wrong.
Tonight I attempted to upgrade our ServiceDesk 7.605 server to 8.002. We use a separate SQL Server for the backend. I was able to successfully upgrade to 7.611, as instructed, but when I ran the upgrade to 8.0 it failed at around 98%. I am now unable to start the database...I can't re-run the PPM (it says it is not compatible). Basically I am stuck. I put in a call about an hour and a half ago. I ran full backups before the upgrade. It is 10:30 p.m. right now, and I have no ServiceDesk app for
How do I delete unwanted combinations of Department and Sites in the Asset Module
I am using ServiceDesk Plus 7606 with MS SQL 2005. Somehow, in the Assets Module when assigning Assets to department, the filter is showing a lot of combinations of 'Department, Site'. How can I delete those? In Admin Module both Departments and Sites are ok Thanks for any suggestions rmo
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