SD+ 7.6 - SP 0.1.0 - All users unable to log in.
When attempting to log in to SD+, I get the following message: Username or Password is incorrect on the login screen. On further review of ..\server\default\log\serverout0.txt, I see the following lines repeatedly for each login attempt, regardless of user: [17:31:23:712]|[07-27-2010]|[com.adventnet.authentication.PAM]|[WARNING]|[21]|: FailedLoginException occured with message : Exception while retrieving user account| [17:31:23:712]|[07-27-2010]|[com.adventnet.servicedesk.setup.util.SSOUtil]|[INFO]|[21]|:
Firewall Windows 7 & scaning PC
Hello all. I need help in configuring firewall windows 7 for scaning PC in domain windows. Firewall off - scan is saccessful. Firewall on and set open state for any port and any protocol from local area network - "No response received from workstation. Probably the workstation might be switched off or does not exist". Help me, give me, please, detailed instructions on configuring firewall and security policy! Thanks.
Patch 7609 - Fixes contained?
The release notes for 7609 seem a little sparse for fixes this time. I was told that SD-29060 - system hanging/not collecting emails was to be fixed in this release and doesn't seem to mentioned. Are the release notes light at present to be filled out when the official annoucement appears here ( found by checking ABOUT in SDP and then going to manageengine site ) or is there another service pack due very soon to fix the very pressing issues! Thanks, Andy
SMTP Settings - Not Sending Email
After a bit of troubleshooting, I was finally able to get the incoming email settings correctly configured for ServideDesk, but I've failed to get the outgoing mail settings correctly and SDP isn't sending out replies or notifications. I'm running Windows Small Business Server 2008 with Exchange Server 2007. I've tried everything I can think of - including altering the mail server name, using authentication, etc, and nothing I've tired seems to work. I've checked the Firewall, but I don't see anything
Adding New Product in Purchase Order Fails to Load
I opened a new PO to order some new software. I click on the little button next to the Product's drop down which is supposed to pop up a window to add a new software. However, instead, I get the "Loading Please Wait" dialogue that never compeltes (see fail1.jpg). The other add buttons seem to work properly (add vendor, add shipping address, add billing address). It also doesn't matter what vendor I have selected. I even tried creating a brand new vendor (Test Vendor 1) and was still unable to
Request information of merged Request stay in database?
Today I struggled a little bit with deleting Sub-Categories. Of course I figured it out, and I was also able to mass-edit all Request who had the "old" Sub-Category asssigned. However, ServiceDesk then still said, that the Sub-Category I wanted to delete is still used by "another module". I switched then into the Database (MSSQL) and searched the WorkOrderStats for the affected Sub-Category ID. It turned out, that we had some tickets that obviously had assigned thit Sub-Category some time ago,
Field "Department" in Technician details too short
I realized that the dropdown menu "Department" in Technician Details is way too short, in order to read the full Department name and also the Site that department is attached to. Is there a short term fix I could apply myself (increasing the menu-size on the HTML page?). Because this makes it really unhandy to assign department to Technicians. The field should be at least as large as when you view the details of a Requester - there the size of the dropdown is quite OK. Thanks, Oliver
Auto Logon Feature Doesn't Work
Hello, When we have users access Manage Engine, the system isn't logging them on automatically based off of their stored credentials. It used to do this versions prior, but since we've been on this latest version, it doesn't work anymore. We always have to type in username and password. Any advice? Our version is Your Version : 7.6.0 Build 7605
Import from AD - when was last?
Where in DB I can see when was last import from AD (doesn't matter manually or schedule)? When I manually do import - it didn't end. It give me to choose OU to import but when I push start import - it going and going and 0 entries import.
Assign Product Cost to Assets
Hi there, we have purchased 40 PCs ("P2550") and ran the network and domain scan in ServiceDeskPlus Professional. Then, we created a vendor and product and linked the product "P2550" with this vendor. The PCs cost 310€ each. Now, we have added this cost to the product, but it is not linked with the assets themselves. Is there any way to link the product cost with the purchase cost field of the assets? Regards, Haziel
How I can delete groups?
How I can delete groups when i try to delete one of the groups it's giving error Groups cannot be deleted as it is being used by other module.
Username or Password is incorrect
How do normal users log into ServiceDesk to check their tickets? I seem to be having issues with a few users. If I manually create a new Requestor and then try to log into SD as that new Requestor I get "Username or Password is incorrect". I know the password and username are correct. Is there somewhere else I need to set access? Any ideas?
Remote Desktop / Remote Control Troubleshooting document
Dear Users, Kindly refer to the following documents for any details regarding remote control. Prerequisites and troubleshooting document : http://writer.zoho.com/corporate/mailzoho.com/kprakash/Remote-Control-Document How remote control works (also includes steps for pushing the agent to remote machines from Active directory) : http://writer.zoho.com/corporate/mailzoho.com/kprakash/How-Remote-Control-Works Thanks and regards, Srikrishnan ServiceDeskPlus ManageEngine ServiceDesk Plus - Help Desk Software
Notification Rules help
Hi Does the Junk Notification Filter only allow 2 rules? I had 2 rules in there, and tried to add a 3rd and when I did it deleted one of the ones that was there. Is this normal? Cheers Hunt
How to disable/delete a group
Hello, I want to remove a group from the list of available groups for a specific site but I don't want to delete it, since I will lose all my history for that particular group. If I delete the group the message "Can't delete because the groups is in use by another module" (or something like that) and I really don't want to go ticket by ticket change it to the new group. When I try to rename the group, it changes but on the resolved tickets the new name appears when actually that group didn't
I have a problem with email configuration.
I'm implementing a new project at the company. For this reason i was a software with characterics similars of servicedesk. I have been testing this software. i'ts amazing. But i have problems with the email configuration. The server can´t communicate with software. Greetings. Denisse
Problems Pasting Text to a Solution
Hi, Whenever I copy/paste text into a new Solution, when viewing the list, the 'preview' shows as follows - <!-- /* Font Definitions */ @font-face {font-family:"Tms Rmn"; panose-1:2 2 6 3 4 5 5 2 3 4; mso-font-charset:0; mso-generic-font-family:roman; mso-font-format:other; mso-font-pitch:variable; mso-font-signature:3 0 0 0 1 0;} @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4; mso-font-charset:0; mso-generic-font-family:roman; mso-font-pitch:variable; mso-font-signature:-1610611985
Adding Software As Product - Minor Version Doesn't Display All Items
Going into the Admin section to add a product for a PO (because the PO add product is broken - see my other recent ticket). I'll use the example of VMware Fusion 3 for this. I opened up the product details window to add the product. Selected "Software" as the product type. I go to select the minor version (which is stupid in the first place, but unfortunately is required even for new software that you've never used before). However, even though we have an earlier version of this software on
Workstation Scan Failed "No response received from workstation."
Hi everyone, we have installed ServiceDesk Plus 7.6.0 Build 7605 and the Workstation Scan does not work as dependable as expected. I encountered the following Error Message on serveral Machine FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist. I tried the following on a single Workstation (WinXP): - Open Port 7 TCP (for ping) - disable Windows Firewall - Run the Script from this Thread: http://forums.manageengine.com/#topic/49000003531092
Hyperlink in email to request is not working
When we generate an email notification to a technician with an embedded link in the email to the specific request we get an error message because the beginning portion of the hyperlink is being repeated. Here is an example: http://webserver03:8080/http://webserver03:8080/WorkOrder.do?woMode=viewWO&woID=452 I have try changing alias url but it won't let me leave it blank and anything else in there causes this error. Currently the alias url contains webserver03:8080. Thanks in advance for your
how to add software license to request as linked asset
1. We have our SD+ software registered as software license (thus asset). 2. We have this software linked to the server it is installed on and it is scanned. 3. I want to create a new request linked to this asset (in casu this ManageEngine software) but cannot find this in the list of assets while entering a request. Am I doing something wrong here or is this a issue which requires a special workaround?
how to activate a deleted user?
Hi I have a requester who was working for us until 2008. Now, in 2010, he has been engaged again. When launching an SQL request SELECT `USER_ID`, `FIRST_NAME`, `MIDDLE_NAME`, `LAST_NAME`, `CREATEDTIME`, `DESCRIPTION` FROM `aaauser` all the delete users are listed. In the table aaauserstatus, all users (even the deleted ones) are in status ACTIVE. How can I activate his user account in SD+ instead of creating a new one? Thanks, Marc
Turning off email requests
Hi, We are using ServiceDesk Plus 7.6 and currently have the users going to the website and opening the requests. Well, some people know that if they send an email to helpdesk@company.com it will auto create the request. We would like to disable that feature to force the users to sign in to the web form. Is there a way to turn that off without compromising the reply feature when the users are answering questions to already opened requests? Thanks
Multiline Additional Fields for Assets not showing correctly.
When I add Multiline Additional Fields to Assets they don't show up as multi line in the create/edit asset page. This is my additional field: It contains 4 lines in total: Fahrzeug Nr.: Fahrer Nr.: Cadis User: Barcodes: This is data I only need for our scanners - so I don't want to waste Additional Fields and make each one it's own field. This is how it looks in add/edit asset page: Scrolling doesn't work either. The problem is the way SD+ renders these fields: <td height="20" align="left"
Unable to delete departments in Servicedesk
I am trying to remove some old departments but it is not allowing me to delete them. I am getting error saying that they are still in use and cannot be deleted. I have gone through and run the database queries that are supposed to remove them but I still cannot get rid of them. I ran a report to find all of the requests still using those departments and deleted them and I am still unable to remove them. Please help. Thx
Error message when trying to restore to MSSL DB
I'm trying to move from mysql DB to mssql accorging this support note : http://www.manageengine.com/products/support-center/mssql-configuration.html When I start the restoreData.bat script, I get an error after a few time : Unable to restore database : Violation of UNIQUE KEY constraint 'SoftwareList_UK1'. Cannot insert duplicate key in object 'dbo.softwarelist'. I have tried to setting up SD+ on an other server an restore my backup using, same message. I guess there is something wrong in my current
Strange Time Format
Under the Personalize options when setting the time format I can choose the time format 30.36.2010 8:36 This then renders as: I am pretty sure this is supposed to diplay as 30.06.2010 08:36
E-mail Command Ampersand
Hi When logging requests with the e-mail command facility, it won't populate the site if its contains an ampersand. i.e. @@SITE=Blah & Blah@@ I have tried alternative ascii codes and do not wish to change the site name. It just doesn't populate the field. Any help would be appritiated? Thanks
Request Custom Views are not properly working when SD is set to non-English
After the latest patch, Build 7608, finally the Custom Views do work again. Unfortunately we realized, that there is another issue: When configuring a Request Custom View, it is only properly saved & functioning, when the ServiceDesk Plus language has been set to "English" (by the User) However, the Custom Views do not work (get not applied) when created when the ServiceDesk Plus language is something else beside English (in our case it's German). I'd really appreciate if this could be solved
Escalate to Technician's Supervisor
We use ServiceDesk for multi organization, so we would like to set escalation to each technician supervisor which the information already setup in our AD. Can it be implement? For example, Organization 1 : A's Supervisor is B and C is B's supervisor Organization 2: D's Supervisor is E and F is E's supervisor If it is high priority and A is breach of SLA, the case should be escalated to B, and C espectively While if D is breach of SLA, it will be escalated to E and F espectively.
Reporting Transferred Requests
I've been asked to report on requests transferred to and from each technician on a monthly basis. I can;t find a way to do this. The only reference seems to be the history of the request. Has anyone tried to achieve this before? We're running version 7508. Thanks in Advance, Nick
SSL cipher strength
Hi, Could you please advise how we strengthen the SSL Ciphers in use as we can't find the apache config files. This needs to be done before we make our Server Public Facing otherwise will will fail our PCI Scans. Thank you,
Stop timer NOT started when Requests are Resolved?
Hi, I've noticed some Requests go overdue immediately when requestors reply to resolved requests. Even though the Request was put into the resolved status before the due date, users who reply after the due date automatically make the request go overdue. It seems that the stop timer does not start when Requests are put on hold - is this correct? I appreciate I can use the settings under the Admin / Self-service portal settings to prevent requestors re-opening Requests with emails, but we like this
Delete all request and reset request counter
Help me to delete all requests, computers, changes , announcements, tasks and other elementary operations but save all requesters, specialist, group, categories, knowledge DB, all template and other settings that I have in Administrator tab and reset request counter. reinitializeDB.bat don't help me because it kill all and Admin settings too.
reporting & stats issues after moving requesters to another site / department
Hello We have 4 users that changed the site and the department 3 months ago. Unfortunately, I forgot to update their site and dept in SD+, so we continued to open requests for those people on their old department. I changed now the site and department of the 4 requesters. When launching the request report by department, the requests are still booked on the old department. Then, I edited the requests and updated the site and the department to the new state. The report is still not updated, and the
Major Date-displaying Problem in SD+ 7.6 Build 7608
We realized there is a major issue with the dates (created on, due by, etc.) in requests in our ServiceDesk Plus 7.6. Build 7608 installation. See attached screenshots to get an idea what I mean (Today's date is 23.06.2010!):
Remove LDAP Authentication
Hi, I used to use the Domain authentication. Today I made available the LDAP authentication I imported the users, so now I have every user twice (one with my domain, one without domain). But for my account, the LDAP one is selected and I don't have the administrator rights, like I had with my account with domain authentication. I don't have another admin account. Please help me to remove LDAP authentication and get back to Domain one!
Searching for Merged Request (Child)
Please can you advise how to search for a child request that has been merged? This has always been an issue for us but used to be able to search for the requests by changing the request numbr within the URL of another request. This no longer works since we have updated to version 7608 and is a major issue as requesters keep on quoting RequestID's that have been merged. Please could you advise ASAP. Thanks
SDP screen error
Hi Our some technicians tell me their screen is error like the following picture. Could someone help me to fix the issue? I have rebooted server and restarted the SDP service.
Uninstalling Patches Not Supported
Question for you guys. If a patch that I install for ServiceDesk breaks something and makes portions of the system unusable, what exactly are my options? I know that there is an "Uninstall" option in the update manager, but on your website there is a note that says "Uninstallation of a successfully installed patch is not supported." By the way, before I go on, I think it's ridiculous how you say this on a part of your site that you go to if and only if you've attempted to uninstall a patch and
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