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!
Custom login not working
I followed the instructions found in the solutions of SDP to modify the login page. The only thing I changed was added the word "test" to the page. The page displays correctly, but when I sign in, the browser clicks over and over again like I'm being redirected back and forth between 2 pages. If I then click on my favorite for the site I am brought to the home tab with me signed in correctly. While the page is clicking, I did a View\Source and this is what I see <!DOCTYPE html PUBLIC "-//W3C//DTD
"Enable Local Authentication"
I have a litttly tricky problem, I am unable to logon with SD Admin account after disabling the option 'Enable Local Authentication", but able to login with all domain accoutns except Administrator any help
SD+ Not keeping modifications made to request template
Im trying to add and move fields in a customized request template as an administrator/local auth.. It allows me to save it but it doesnt keep the changes and goes back to random format. Im on build 7609 and dont see anything addressing it on 7610.
Approval Requests being Deleted
After an upgrade from version 7.5 build 7510 to 7.6 build 7608 some of our technicians have noticed that a few days after an approval is sent over to management the approval request disappears from the ticket and is no longer viewable under the ticket history. The particular requests were still in the pending approval state. Has anyone else experienced this?
Cannot view email created tickets as Requester, and therefor not user the $RequestLink in the notification email
Hi, We are evaluating ServiceDesk Plus and now have a technical question. We have enabled the mailserver settings and imported our AD users. Also some of the notificationrules are enabled. Our problem If a requestor e-mails the ServiceDesk directly, a notificationmail will be sent to him with a possibility to view/change the status of the logged ticket ($RequestLink). If we in this mode try to use the URL ($RequestLink), we first get to the loginpage of the portal and we then type the requestors
Can't deactivate Categories in SD Configuration Wizard
I am trying to deactivate categories in Sd but not delete them. I was previously able to do this but can't now. i am currently on SD version 7608. Is this changed from 7600?
After 7.6 Upgrade the Purchase orders email sent from address is no longer from the Tech who created it.
After 7.6 Upgrade the Purchase orders email sent from address is no longer from the Tech who created it, I can't find any way to fix this. any ideas??
Technicians
I am unable to add a new technician. I have a license for 5 technicians, created 3 (not counting the built-in administrator account), yet the license info tells me that I am using 5 technicians already. Previously created technicians got deleted a while a go. Does this got enything to do with it?
Having problem with templates
I'm using Firefox 3.6.6 and have been since I first started using ServiceDesk. I just recently upgraded from our outdated 7.5 build to the latest that I found on the website of 7.6.0 build 7608. When I try to enter a new request, everything appears to work until I get to the "Add Request" button at the bottom of the page. "Reset" works, and "Cancel" works, but "Add Request" just depresses and then returns to normal. The only way I have of entering requests is via email. I have also tried Internet
Page layout broken after adding a new Item
We use ServiceDesk Plus 7.6 Build 7608. After adding a new Item to a sub-category (under Admin > Categories), the whole page layout is "broken". The page affected is CategoryDef.do. This is only a minor issue , because the Item is being correctly added to the sub-category. Also it does only affect the case when adding a NEW Item (not editing). A page refresh will bring back the normal layout...
Removing a workstation in AD do not delete it in ServiceDesk
We are trying to setup ServiceDesk plus 7.6.0 Build 7608 to be used as asset management tool. A few questions have come up: Synchronization with AD: Removing a workstation in AD do not delete it in ServiceDesk, is it possible to achieve that? Likewise renaming a workstation seems to pass unnoticed by SD?
HTTP Status 500 When creating a custom view filter
I'm am an admin within our system, but, beginning today, I am getting a status 500 error (screenshot attached) when trying to create a custom view filter. I have tried this in IE and Firefox, cleared cache and cookies in each of those browsers and am still getting the error. I have had no problems with these filters for the past 3 weeks when we began using them. There have been no updates done to our system since yesterday. We are are running version 7.6.0 Build 7608
List-Search in the view Workstations > SiteNotKnown does not work
On the page... /WorkstationListViewForGraph.do?criteria=SiteNotKnown when clicking the search icon in the list (magnifying glass) and searching for any field value, one gets redirected to the page... /WorkstationListViewAction.do and the search results are not being applied/displayed.
How to Rebrand and use company logos
I understand your supposed to go into the xml file to rebrand the name. I did so and nothing changed at all. Also I cant figure out where to go to add my company logo instead of the service desk one. Do I need to go into the CSS sheet and enter in my image?
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
Next Page
