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
Printing a Request prints only half of the text, because of the scrolling area
When in a Request and navigating to Actions > Print Preview, all the Request-text is being displayed in a scrolling area. Internet Explorer is not capable of printing this inline-scrolling-area correctly. Workaround is, to select the text one wants to print manually. But this is a very unconvenient solution. You should fix the Print Preview-dialog in order not to use any scrolling areas.
Asset population
Currently my firm has 200+ workstations attached to our scan. What we would like to accomplish is to be able to trace from the asset tab any single peice of hardware to a specific machine or workstation. Currently the only items populated in the Asset tabs are assets that have been put through the Purchase Order process. Even after scanning, the system will not populate the asset tab with already distributed computer peripherals. I was wondering if there is anyway to do this? I.E. if Jane Doe has
Delete RoboTechnician Template
Hi, We do not use the RoboTech and haven't got it as part of our licence. As such, how do we remove the Template from our list? There is no option to delete this as it is greyed out. Many thanks,
Recieved Group Email Notification when ticket created with status = closed
Hi Support, When I create Ticket and place it in one Group which easy for technician inside this group to view or edit in future if required, but every time created Ticket with Status = Closed and place in one group, the system always send notification email to group member that I have set. I want system send notification email to group member only when the Ticket created with Status=Open. How can I disable Notification Email to Group Member if the ticket was created with status=Closed? Regards,
Notification of request assignment to specific technician
Hello everyone, we are experience problems with the notification of request assignment to a specific technician after applied a specific business rule. This business rule is executed after a categoritation of request and assigns automatically the group and technician. When we do this, the notification doesn't work but if we do assignment manually the notification works perfectly. Another difference, it’s that all technicians except this, are exported from AD with their credentials. This technician
HTTP 500 error while trying to close a ticket
We have SDP 7.6.0, build 7602 running on a Win2K3 R2 SP2 VM, and I have admin rights. Today (wasn't this way Friday) I can't open a ticket, and if someone else opens the ticket, when I try to close it, I get this HTTP 500 Error: Apache Tomcat/5.0.28 - Error report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Manually added software gets removed again on scan
Hi guys, This should be reproducable: Manually add/create a software package (assume this one does not get scanned automatically because this is a custom made application and is just a copy action to the file system, and not an actual setup file to install it - we indeed have vendor-specific custom made software). Make it's software type Managed. Add the appropriate licenses if neccessary (i did) Go to the workstation that has the software, then click Relations tab, then Add Relation --> Container
User cannot search Solutions
I've just noticed that ordinary users are not able to search our solutions database. Reps can search the database. When the ordinary user logs out the exit page gives them a summary of recent and popular solutions and from here they are able to view and them and search the databse, however thay cannot do any of this while logged in. ManageEngine SupportCenter Plus Version 7.5.0 Build 7507
Setup problems with pop email account
HI I am having a problem getting emails from a pop account. Sending via the same account works fine. The issue occours when I fill the pop details in on the mail server setting page and press save I get the following message. FAILURE : Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. X I have used google mail to test the pop account and can grab emails from the pop account with no problem. I have also
requester name with �
Hello, I have some requester with a "�" in the name. They can choose their name in the request, but when they click add request ServiceDesk says "requester doesn't exist". Please fix it.
Associating a Group to a Site
I feel like this should be an easy answer, but I've had trouble finding it. When editing a Request, you can choose a "site." Problem is, if I choose a specific site, I can't choose a group. I'm assuming it's because the groups aren't associated with a site. How do I associate a group with a site? Thanks. ~James Murphy ServiceDesk 7.6.0 Build 7606
Unable to Scan Asset
Hi There ServiceDesk, I am unable to scan an asset within the ServiceDesk, the asset has been imported from AD and the system knows it's IP Address, however, when i attempt to scan it i get the following message. FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I have been advised that the windows firewall is causing this issue. I am unable to disable the firewall (Corporate Policy) and would like to know if there is an exception that i can
Apply license
My trial of ServiceDesk Plus expired, so I received an extension license, but I can't apply it through the GUI because of the expiration. Is there a way to apply it without the GUI, or do I need to reinstall everything?
How is response time work?
Could you please tell me, how is response time work? and also how is technician response to requester within reponse time specified in SLA? Thank You Namfa
Duplicate Entries for One Software
Good Morning, In your process for purchasing software, it is required that the software already be in the system because you have to select a related version of the software. So we've been going into the system, adding the software by hand, and then adding it into a PO for purchase. Here is the problem. The software may be called one thing on the PO, but when a scan picks it up, it comes up as something else. For instance, Scrutinizer on an official PO is called simply "Scrutinizer." However,
Request Status
Hello, I have a user whose allowed to view all their site's requests, but since upgrading to 7606, the status for all these is now set to 'Not-Auth' in list view. They can open the request and view the current status, and can use the filter to show a list of current open requests.
Service Desk Plus logs out when Desktop Central is running
Hi there, When I log in to both Service Desk Plus and Desktop Central at the same time, one or the other kicks me out and forces me to log in again each time I go back to it - even after less than a minute. I am using the same domain login for each...and am opening them in different tabs of IE. Any ideas?
After upgrade to 7605, non-SLA requests are getting escalated at the time of creation
After upgrade to 7605, non-SLA requests (where DueBy date is null) are getting overdue at the time of creation, anyone else faced this? Any fix available? Regards
Customized Login Page Bug
I have customized my login page by editing the AdventNet/ME/ServiceDesk/applications/extracted.... The initial load of the customized login page is working fine. BUT if there is a failed login attempt, it posts to http://domain.com/j_security_check and displays the default login page. Could someone point me in the right direction how to fix this little bug? See attached screen shot for visual.
import from the active directory
I can not import the new employee to the service desk pus version 7.6.0 Build 7605. where as the old once are ok. Please advice. Regards, Hassan
Serach by Request ID number no longer works after upgrade 7606
I'm positive this used to work before the upgrade.. On the left hand side under "search", if you set your search in to "Requests", we used to be able to enter the Request ID number and it would return that request. Now, it does not find anything. Can anyone else confirm that pre7606 this works and in 7606 they are not getting any result?
Report of any technician who has handled a call
Hello I'd like to run a report which pulls out in .xls format details of logged requests where any technician has handled the request (we don't fill in the work log). ie their name appears somewhere on the History tab Essentially the type of data that I want to pull out is: title, description, priority, department, status, category(inc sub category and item), overdue flag, time spent, due by, created, completed Is there a report which already does this?
Email Notification notworking after Business Rules excecuted
Hi, I have created one business rule for trigger all incident ticket to be added to on group automatically, by choosing the Override request values with Business Rule values. And the rule is working well with auto added to group that i have trigger, but the problem is no email notification to technician that i have added inside Groups -> Send notification to group technician(s) when a new request is added to this group . But if I update ticket by choosing manually the Group, it have the notification
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