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.
failure to search for users in AD
Hi all, I had this working but I have now changed my DC. I have put in the new DC's name and now the system just hangs on the connecting to ActiveDirectory server when I try looking for new requesters. Is there anything else I need to do? Thanks Martin
Report for open requests older than 3 months
Hi all, I am trying to develop a report that will show any open requests older than 3 months old since created. I want it to be automated so will need to use a getdate function of some sort. I wrote a query in SQL that works well converting the createddate value to yyyy-mm-dd but doesn't work in ServiceDesk. In ServiceDesk I have tried using the datetolong function but it returns an error saying longtodate not closed properly. Here is the SQL query that works in MSSQL - SELECT wo.WORKORDERID "Request
Performance
We are encountering performance issues when using SD+ 7611. We do have now 23.000 requests in our database and the last month we see that the performance is degrading. We already raised the max mem for the wrapper : # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=768 Our applicationsserver is a VMware with enough mem and cpu and diskspace. We almost don't see any activity on this server for the cpu nor networking Our db = mssql and we don't see there neither much activity but we see that
Assets scan pre-requisites.
Hi, I would like to know if you could send me out a paper or document with all the things it needs to be configured on a server(Linux and windows) before it can be successfully discovered by Service Desk Plus, like firewall ports, services installed or running. Thanks a lot for your help.
'Site' used in new tickets is wrong ?
I.e. user 'test' is assigned to 'Site' Dallas. User 'test' logs in and creates a ticket, it sets the site to 'Corporate' (which is the default if no one has a site). The site field is very important for us to know which office to call for a user, we have the correct information listed for each user but new tickets aren't being created this way. Help !
Elapsed time = 0
Any idea why all my request's elapsed time = 0 (almost all) or negative numbers (few requests)?
Change domain of existing technician
I'm preparing to migrate the server our ServiceDeskPlus is hosted on onto a new domain, but I'm having an issue with the technician accounts. The move (on a VM copy of the server) is successful, I've added the new domain and successfully scanned it, it's even got my user account associated with the new domain, so I get single sign on as a technician, but all the other technicians are showing as associated with the old domain. I don't want to create new logins and move cases over if I can avoid it,
Personalized Signature
I've found that if I add a personalized signature, every time I reply to a conversation the signature is applied to the very bottom of the thread. Why isn't the signature applied to the top of the thread and the cursor placed just above it?
Problems managing Non Windows Assets like Printers/Thinclients (IP and MAC)
Hello, we are using SD+ 7.6.0 Build 7611 and would like to manage all our Assets like Printers and ThinClients. The MAC-Adress of the non-windows Clients is a very imortant feature for us because we use 802.1x for Network Security and our Thinclients have to authenticate per MAC-Adress. So the MAC-Management is a feature we would use in all Assets. Is there an Option to use the default fields from Database in the Printer-Definition or Thinclients-Definition to show the Mac and IP editable on screen
Manage Engine responding slow!!
Hi all, Lately I am experiencing a delayed response from Manage Engine service desk plus thus by creating problems so I wanted to ask does it is because of the fact that i have around 20,000 ticket all of them have some attachment or other. Because of this problme I have to restart my server many times in day which works like a temporary solution fyi i am using ver 7.6. build 7602....will upgrading to the latest build help me resolve the problem... pls help??
Partial Import of the users from AD
HI, I am able to import the users from AD but the number of requesters imported are not matching with the number that is shown in Admin->Requesters tab. Eg: When i import the users from AD, the output shows that it has imported 1400 users whereas when i go check the Admin-Requesters page it shows only 700 odd users. Please find the screenshots in the attachement. Regards VS
iPhone Safari Crashes
Whenever I try to log into Service Desk from my iPhone, the Safari App shuts down. I have tried rebooting the device, clearing the history and cache, none of which seems to work. I have updated to the latest version of Service Desk and this still made no difference. I have tried on my wife's iPhone 3G and this can successfully open the login page. it just seems to be my iPhone 4 which doesn't like the site... I don't have any other devices I can test this with! While not overly important, it would
Switching from ServiceDesk authentication to Active directory authentication
We have established users with ServiceDesk authentication enabled. When we change the configuration to use the Active Directory authentication we can log in but no requests are shown. Seems to be no data. Attached is a picture of the entry page when I login using ServiceDesk authentication and another image when I use Active directory authentication. Seems when authenticating under AD I lose my admin rights and all request visibility.
Recall of a saved forwarded mail shows no content
When we created a request and we want to forward this to any mailadres, there is a possiblity to send/save/send for review or to cancel it. After saving you can retrieve this "concept" on top of the request, BUT the Description is empty. The mailadres and subject are saved, not the description. And this is of course the most important piece. Thank you for your help.
MySQL to MSSQL database problem
I have changed databases from MySQL to MSSQL. I have followed the instructions from the converting steps but am having an issue. When I run restoreData.bat and select the latest backup, it looks like it restores everything correctly except I am unable to login. Previously, I was using AD with Pass-Through enabled. When I run a query for users in the database, the tables are empty.
Asset scan fails when PC is renamed
We name our PC's with the owners name so that when the PC changes owner we rename the PC. This has the advantage that on the network we can see machine ownership and access shared folders etc. The serial number obviously stays the same. However when using the Service desk asset manager instead of detecting the change and updating the record it throws up an error : FAILURE :Database exception while updating Workstation.Please report the problem to the system administrator, with the Error Code
how to clear cc field when reply request
Users can create requests via mail, works fine. they send to it-servicedesk@. Problem: When technician wants to reply in servicedesk the cc-field says it-servicedesk@.. How do i prevent this to happen..?? Kinda big problem because.. mailfilter catches mail ad sends back to servicedesk witch creates a new request..
OpManager Integration Issue
I am trying to setup integration with our Opmanager server. The issue that I am having is that because we are using Active Directory login in Servicedesk it will not let me connect from the Opmanager side because I am guessing the password contains special characters. Also because we purchased five technicians (which is the actual number of people we have using the product) it will not allow me to have a local account to use for the Opmanager tie in, so I am required to use one of my technician
Log in question
First of all, I am extremely new to ServiceDesk Plus. The only training I have been given is what is available online, and I am now an administrator! Here is my question: When a user browses to the HelpDesk application, they must select one of four databases, or "Local Authentication." I would like to configure this so that only our default db is listed in the "Log on to" box. (Currently, it says "-- Choose --".) I am sure this is some setting somewhere, but can't find the option. Thanks for
Adding a virtual folder to the web root
Hello, we're running ServiceDesk 7.6.0 here, and it's on the default port 80 (http://servicedesk/) We also have WSUS running on this server (on a different port) but one thing it does need is a virtual folder on the default port 80 called "SelfUpdate" pointing to some update files at C:Program FilesUe ServicesSelfupdate. How can I add a virtual link to the webserver that SD uses? Thanks, Mark.
SD-24467 - Technician details lost on Group EDIT REQUEST
Just been testing the fix in 7604 listed above. From what I can see the headline issue of details being lost when the EDIT REQUEST button is used is resolved. However that sort of uncovers a flaw as far as I can see it - that of in appropriate settings being left on requests. The page only has options for 'LEAVE AS IS' and then specific named items for SITE, GROUP & TECHNICIAN So with a request that is configured as SITE: OFFICE A GROUP: SUPPORT TECH: JOHN You go to EDIT REQUEST and select SITE:
Is there a way to disable cases re-opening when a user replies to a Closed request?
Is there a way to disable cases re-opening when a user replies to a Closed request? This throws off our reporting greatly, and I'd like to disable this feature of re-opening when a user replies. We get alot of THANK YOU'S in Replies, etc. and there is no reason to re-open the cases for this. I would be fine with an option that generates a new case, I see this option in the Self Service Portal section and have disabled re-opening there and generating a new case there.
Merged requests visibility problem [SDP 7.6]
I have a problem with locating merged requests. In SDP 7.5 link from original confirmation message was redirected to request that was merged with original. In SDP 7.6 [7608] link redirects to requests page, so users are unable to locate their requests. Is this by error, or by design? How to locate these merged requests?
multiple assets with different costs
Hello community. I just got stuck while trying to add some products: When I enter the price and other details on the 'vendors'-tab, all information on other products will be overwritten. E.g. let's have a mfp bought at vendor a for 3.000$. Now I add a router bought at vendor b for 250$. After checking the mfp I recognized it also has vendor b and 250$ entered. Same with the scanned assets (PC for example). They all have the latest entered information regardless to which product I entered it. Can
FAILURE:Unable to execute report:I/o error writting PNG file
when ever i try to run a new or old report it sgives me an error saying FAILURE :Unable to execute report : I/O error writing PNG file!... please help me out
filter rules in user defined views don´t work
Hi all, when i create a user defined view in SD+ with several filter rules, the system seems to become the more confused, the more filters i set. eg: - I filter on status "resolved" --> only resolved requests are shown. (ony 17 because of autoclose) - i add AND ticketnumber > 1000 ==> ALL tickets > Tickt-id 1000 are shown regardless the status, 2308 results. - i add AND technician = myname ==> 109 MORE tickets than before are shown (my ticket count is 294) Versioin 7.6 build 7603 - help please!
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