Attachment in Solutions
Hello all, To shoot off: i'm using 7.6.0 Build 7611 currently. I've encountered an interesting issue. I've changed the AttachmentSize (i think that was the parameter) in the Servicedesk database (i use SQL Server 2008). With succes, because i can indeed add attachments up to 250 Mb (i changed it to 250) to new requests. The interesting bit comes up when you try to add a attachment to a solution/resolution, which are saved by default in the file system of the server where ServiceDesk Plus is installed.
Can't Locate a REQUEST
Hi Team We can’t locate the service request #23706. Attached is the document and the logs are here http://bonitas.zohocorp.com/customer_uploads/2010_10_21_9_28_13_Oct_21_2010_13_47_18_sd_7610_logs.zip.gz.bak Thanks Isaac ME Tech
Circular Comments from Out of Office replies
A ticked was assigned to an engineer that was away for some time. He set an out of office reply on his outlook. the problem is that this created a circular pattern where his out of office reply would be lodged against the ticket, which in turn generated an email from SDP about the new comment that then triggered the out of office reply again. this has left some 5000 conversations against the ticket. Now i cannot delete the individual replies or the master ticket. What SQL command/commands can I use
Problems with upgrade patch and restore in Windows Server 2008 R2 - 64bit
Hello I have install ServiceDesk Plus 7.5.0 and would like to ugrade it to build number 7514 but keep getting an error: java.sql.SQLException: SQLException in StandardPoolDataSou... * Does ServiceDesk Plus 7.5.0 work with Win Server 2008 64bit? or is there a patch for it? Any suggestion welcome, thanks.
How do I get a tech to be able to receive a notification of assignment email if request initiated via email
I am evaluating Service Desk Pro (SDP) 7.6 7611 When a requester makes a request via email, the request is processed and assigned to a tech. If the assigned tech is logged in, he sees that he's been given a new assignment. At present he does not receive an email notification that he's been assigned a new request When that same requester makes a request via the webpage, the request is processed and assigned to the same tech If the assigned tech is logged in, he see's that he's been given a new assignment
Business Rules on Email Requests
Hi, Should Business Rules be applying to Email Requests? I have setup numerous rules that apply if I submit a request via the portal, however they dont apply to anything submit via email. 99% of our jobs are logged via email. Is this normal behaviour or is there something that is not configured correctly? Thanks in advance Jon
Append reply to case when using outlook
When users/techs reply to an email from a SDP case, it is not automatically applied to that case when replying from outlook. Users have to use the website to have the conversation tracked inside the case. I want the reply to be tracked inside SDP when users just hit reply from outlook. When replying, the request ID is in the subject line and it is being sent to the same address we use to send emails from SDP, but still not working like I mentioned. What am I doing wrong?
not-auth in requester dashboard
I have a problem that in the requester dashboard overview some tables (like levven/priority e.d.) display "not-Auth". This is strange because when the user views his request he's is able to see these items. It probably is a setting but I can't find it can anyone help?
Problem changing request templates
Hi, We've a problem when we change a request "request template" from one to another. Sometimes the request becomes uneditable, or simply doesn't change the template and frecuently the server cpu load reaches 100% without lowering until we restart SDP. Do you have any solution for this? We're using SPD 7.6.0 Build 7611 with MySQL DB
Usefull error message
We are having issues with our external email delivery, when i try to update our mail server details I receive the following error number. Error Code - 1,285,671,300,626. Anyone shed any light on what this means please.
choose button missing in edit group page
I want to add one technician to the list of technicians who will be notified as "Send notification to group technician(s) when a new request is added to this group". The button "Choose" does not appear. I am using Internet explorer 8.0.6001.18702. I notice that it works with google chrome !
SMTP Issues with Exchange 2007
I'm having problems sending e-mail through Exchange 2007. We are moving to that from a Lotus Notes system, and SMTP through that works fine. Also, SD has no problem fetching POP mail from Exchange. The server that runs SD has another program that sends mail. It has no problem sending through Exchange 2007. I show the communication log from that program below. I've tried to set SD's outgoing mail settings to match, but I've pretty much tried every setting I could with no luck. I also attach the support
Notification template bug
When customizing a notification template, if you pick "Requester Phone" as a variable, it adds "RequesterPhone" and not "$RequesterPhone" so the variable does not work. It's easy enough to add the $ of course, but figured you would want to know.
Preventive Maintenance
I currently have 2 PM tasks setup. When the time for the 1st one rolled around it did not run, so I changed the time from 0:00 (midnight) to 5 minutes in the future and it ran correctly. The 2nd one is scheduled to run at 0:15 on the 24th of every other month. It did not run as expected this month, but then did run at 15:15 local time. Exactly 15 hours later than I expected it to. Other requests that are entered show the correct created time based on the local time. Attached you can see screenshots
Attach a request to a Software License
If we go to the Software Licenses we see Request Details. How can we attach a Request to this Software Licenses so we can see them here. ?
"Cannot insert the value NULL into column 'COLUMNINDEX'" Error
While upgrading from SD 7.5 to 7.6 the update log show several warnings like the one above. Finally the upgrade fails and a database corruption results from this. We're upgrading from 7507 and this issue shows up only when upgrading from build 7514 to SP1. Thanks!
Changing default request template
Is it possible to overwrite the default request template with another existing template let's say Template1 and vice versa? The idea is that we need to log certain set of requests in a different template than the current default request template for which we intend to make Tempalte1 as the default request template and then later switch back to the current default template. Please advice.
Choose button not appearing in Edit group page
The button beside [Send notification to group technician(s) when a new request is added to this group] does not appear
BackupData Error. No Backup created
Hi, im currently using a free version SD+. and im trying to backup my data because eventually we are wanting to transfer it to a new server. but I got this kind of error. see below. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mssql Database connectionProp : null Database started Oct 7, 2010 1:49:01
all searches create error in system log
Whenever someone searches a keyword in my solutions database, the system log show the search with type "error". This happens even when the keyword exists and the search produces hits. Why is that? I would like to use the logs to see what people are searching for that is missing from our solutions database. Running version 7.6.0 with build 7610
Adding Requester Name to PO Reports
So I'm trying to create a report for POs that specifies a Requester. So I only want to see POs requested by Joe Schmoe. Now, to test out the column of "Requester", I did the following: SELECT pos.STATUSNAME "PO Status",po.POCUSTOMID "PO Number",po.PONAME "PO Name",longtodate(po.DATEORDERED) "Ordered Date",longtodate(po.DATEREQUIRED) "Required Date",pos.STATUSNAME "PO Status",poa.FIRST_NAME "Requester", paao.NAME "Vendor Name",po.TOTALPRICE "Total Price" FROM PurchaseOrder po LEFT JOIN POStatus
Department not visible in self service portal.
Hi, Recently we had implemented Service desk plus 7.6.0 in our organization. We had included user database from our AD. And we had created departments in Organizational details. But it is not visible in self service portal or in requester field. Please do the needful to solve this issue. Thanks in Advance. Regards, Srinivasan.
Remote control - cannot connect to remote workstation
Hello I'm having trouble when connecting remotely to a workstation, in both versions 7.5.0 build 7514 & 7.6.0 build 7600 -) credentials are ok; a remote scan is working properly -) the proposed solution (see below) does not solve the problem. -) SD+ 7.5.0 Build 7514 error message: FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,259,612,250,316. -) SD+ 7.6.0 Build 7600 error message; problem while copying the agent file
Unable to view other users scheduled report
Hi All, I've recently noticed that we are unable to see eachothers scheduled reports. We have a scenario where a user is leaving the company soon, and the technician who created the scheduled report is away so we couldnt tell where the scheduled report was comming from (whether the tech created a server side script outside of servicedesk+, created in another area, etc) All our technicians are SDAdmins. Is there a setting somewhere we've missed or is this normal? Cheers
tasks: assigned group information lost when editing tasks created by a template?
Hello our version: SD+ 7611 We have request templates with defined task. In the template, the tasks are already assigned to a group, but not to a technician. When (in order to assign the task to a technicien or editing details of the task) opening one of those tasks, created by a template, the group assignment is lost. It is as if the group never had been assigned and the assignment has do be done again. After some debugging, it seems that this behaviour is only for tasks created by a template. Any
Outgoing SMTP in Service Desk
We are changing our mail server to Exchange 2007 and I'm having a terrible time getting ServiceDesk to send notifications through it. I set up POP access to SD can get emails from Exchange. No problem. But when I try to set up SMTP to send, I just get "Send Notification Failed" errors. One question: when you send a notification in from an SD web page, what IP address does it come from, the client's or the server's? The reason I ask is that there is already an SMTP connector set up for this server
requester/site detailed info
Hello, I'm using SD 7.6.0 (with last updates). After comple job with add new requestors i begin to test it and found some troubles with usability or maybe i don't know something... 1) Telephone field of the new tickets have a relations with only telephone field from requestor, but have not relation with mobile telephone. So, i need to dublicate mobile telephones in the telephones fields when creating requestors. Sometimes i have 2 numbers and need to choose one... I think should be better to indicate
GMT Time
Hello, Since upgrading to 7606 my time stamp is an hour out. The time on the windows server is correct, and the time in the top right of the SDP screen is correct, but when adding requests, notes or logs to requests - the time is an hour earlier than the actual time. I have tried adjusting this via the 'Personalize' button, and set the time to 2hrs ahead, and the time stamps are correct for 2hrs ahead, so at the moment its stamping for GMT and not BST even though it says it is.
excel querys
Hi, I'm using MS Excel 2007 for reporting purposes, via ODBC driver to SDP MySQL Database, and i've a problem with dates, cause when i'm in msquery the query returns the data, but when i clic to return to excel it's not anymore. (the entire column dissapear)... I'm usigng the lastest release of sdp. As an example of how i get dates in my querys is: (from_unixtime(wo.CREATEDTIME/1000, '%Y-%m-%d') I hope someone can help! Best regards, jcaceresy
Error Tomcat
Dear support , i'm using helpdesk 7.6.0 Build 7608 , sometime user access survey it's error tomcat ( imagae attche ) How do to fix it ? Thanks !
Pass-through still prompts for username/password
I am testing out ServiceDesk Plus and have it installed on a domain controller running Server 2008 R2. I was able to set up AD pass-through with no issues, the computer account was properly created. Yet when I try to log in I am still prompted for a username and password. I have tried on multiple OS's and internet browsers, but I get the same results. Has anyone else experienced this issue? Is there a solution?
Self-Service Portal Settings
Under Self-Service Portal Settings I see the option "Do you want to allow requesters to close their own resolved requests?". We have that set to YES. How do the users actually close their own requests? Also under Self-Service Portal Settings I have "when the requester replies to the closed requests. Perform the following:" Set to Reopen the same request with 1 day from closed time. Else, create as a new request. The 1 day time limit is not being honored. Just today I had someone reply to a
Speed up the forums...
Can somebody fix http://localcommunity.manageengine.com/images/zoho_logo_min.gif so the forums aren't so horribly slow failing on this image? Michael
Not a tech
Recently I changed a Requester to a Tech but following a meeting, it was decided that this user would not be a Tech. How do I convert this Tech back into a Requester? Thank you.
Service Desk Plus 7.6 and Terminal Station
SDP, doesnt seem to pick up terminal stations in our environment. Can something be done to have SDP scan terminal stations and add them as an asset or would we have to manually add all those stations into SDP. Thanks in advance,
Global View Graphs not working
On the Global View - the graph for "This Week" is not working. All other graphs show up fine and without delay. "This Week" will either show as a blank box or will not change from the previously viewed graph. We are running SD+ Version 5.5.0, Service Pack 5502. Thanks.
Restore Issue - 7611
Good morning, I'm attempting to restore a database file from our live SDP server to a DR SDP install. The Live server is running a SQL 2008 database, while the DR site is using MYSQL. I'm pretty sure I managed to do a cross platform restore, but I am receiving this error when I attempt to do so. Microsoft Windows [Version 6.1.7600] Copyright (c) 2009 Microsoft Corporation. All rights reserved. E:\ManageEngine\ServiceDesk\bin>restoredata ********************************************************************************
Unable to upgrade Service Desk Plus
In our company we have a SDP Version : 7.5.0 Build 7500. I tried to follow the upgrade procedure described at http://www.manageengine.com/products/service-desk/service-packs.html . But it simply fails as it says the service packs are not compatible. What to do now?
Not importing new data from AD
Hi, When i change any user information on AD and then import them to SDP the changes are not appearing on sdp clients. I'm using 7.6.0 Build 7611 MySQL Thanks
Problem Start Fetching Mail
Since upgrading to build 7611, the system is no longer fetching mail, after re-starting the service it stil will not fetch mail and the service stopped. Does anyone have any suggestions, thanks.
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