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
Remote Control Viewer
Is there a way to manually install the remote control viewer on a technician's pc? The viewer is not being pushed out to our techinicains while trying to connect.
Notify Technicians when a request comes in that is urgent only
Hi, Can I set it up so that if a high priority or emergency priority issue comes in then it will notify some technicians? I already have it so that when all issues come in it notifys me but can the above be done as well? Thanks Martin
problems with API - Add Request - reqTemplate
Hello We are using the API in order let users create requests via intranet. Everything works fine and we really appreciate this API. Unfortunately, we cannot use the reqTemplate feature which is described in the API documentation: When creating a request with the 'reqTemplate'-field filled in, a new request with the 'default template' is created. While testing, we tried with the template name and with the template db-ID. We do not get any error message and the request is always created with the 'default
SERVICE DESK WON'T START!!!
Hello, Here I go... I was on ServiceDesk Plus Build 7018. I have quiet a bit of data & I have backups. So I started upgrading according to Migration Sequence chart I moved to build 7022 - GOOD I moved to build 7500 - GOOD When I tried to move to 7514 (using UpdateManager.bat), it goes to 98% then gets installation error. Now, when I tried to start the Server, it's stuck in endless loop of "Initializing Server"... So I tried to uninstall the last build, but tells me this version does not
Selecting Site changes group options
When editing a request ticket, if I change the site to one particular site, I have no available groups to select from. Obviously, I've setup something incorrectly. But this is happening with only one site out of 50. And for the life of me, I can't see anything unique about the site. Any ideas?
Request Notification Email - Description Field Error
A technician reported that the notification regarding a new request seemed to have errors. This error is listed when you hover over the job in the Service Desk where the description contains error information. If you click and open the request, it seems fine and the description is listed correctly. Not too sure but any assistance would be greatly appriciated. Request details are : Requested by : ###################### ;Created by : ###################### Due by date : 14/06/2010 16:41 Category
Error Code - 1,276,698,186,902
hi, im trying to change the sender's name in the mail server settings (outgoing) but im getting the error below: Failure: Modification of the Email Settings was unsuccessful. Please report the problem to the system administrator, with the Error Code - 1,276,698,186,902 How can i fix this? would appreciate any help here.
Access denied or remote DCOM option disabled error.
Hello- We are having some trouble with the "FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. " error when scanning all workstations. We recently had our one employee who ran ServiceDesk leave the company, so both of the current profiles attempting to do the scans have not done them before. I think it is unlikely to be the DCOM settings because it suddenly stopped working on all workstations, however, when we run net use <RemoteComputerName>C$
Windows 7 ServiceDesk connectivity issue
I am having trouble using the ServiceDesk Plus and Win7 desktop machines. When trying to open the website to post a helpdesk request, I dont get anything. I have tried by IP and name. every single Win 7 computer is having this issue. All of the Win XP machines still work fine so it has to be a security setting that is enabled by default. I have even installed firefox and tried to no avail. I have turned the firewall off and even allowed the "port" in question access to inbound/outbound. Is there
Business Rule Fetching Details
I recently modifed by business rules to state if request type = none to assign the request to a group. I've found after doing this that I cannot access my business rules anymore. If I delete them and recreate them without the request type=none, it works ok. I need to include the request type=none because the rule isn't executing properly because the request type is not mandatory on our request templates. The error I'm getting when I attempt to access by business rule is: FAILURE :Error while
How to change Success page after New Request from API
I have created a form on our intranet to create a new request. This works great. However, our users are claling because they think it is broken. See the attached image. How do I change the success page???
windows server 2008 active directory integration
Dear support team, while configuring SD+ to import requesters from active directory 2008 the import process loops with out displaying any result. is this a windows server 2008 issue ? it would be a pain to handle users locally in SD+ please help in solving this issue ASAP. regards,
SSO
How can I enable SSO with AD enabled ServiceDesk Plus 5.5.0 Thanks
cannot forward mail containing an image
Hi When sending a mail from a request (by clicking forward or reply button underneath the request desciption), and when the description of the request is containing an image, we get a 'Sending notification failed.' error. The mail is not sent then. We have to remove the image from the mail. The mail is sent out then. Thanks for any help Marc
loggin erros
all my AD users are unable to login onto servicedesk plus 5.5.0 "error username and password" invalid. I am afraid to loose my data if i have to reinstall the software again bt how can i trouble shoot ths one. I have previous disabled the default Administrator account i can only login local with guest account Frustated please assist.
Unable to raise new ticket
I have been setting up a number of techs who will not have full access to the system (our current techs have the SDAdmin Role). The new techs have a custom made role - 'Standard Tech' and nothing else however, when they try to raise a new ticket, the following error occurs - Request does not fall under your permitted scope.So you are not authorized to update the same Obviously I have some settings incorrect but I don't know what! Please help. Thank you
Post-hotfix installation error - build 7608
After installing hotfix build 7608, we are intermittently receiving the following error: "Error has occurred during response. Please view the error window for more details." However, it does not spawn an error window. It spawns a new login window or a badly formatted GUI view. There does not seem to be any specific action that is performed. It can be after saving a request or changing values, to just a random pop-up after a period of inactivity on a standard view. Windows Server 2008 - Application
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