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
GL Code Problems
After adding a number of GL Codes I am not able to modify the existing entries. I am also not able to do anything in the purchase screen as well. Because I coped the details for each GL Code from a spreadsheet, is it possible that I copied a hidden character that SDP has a problem with? How do I purge the list of GL Codes I have now and start over again?
slow responce from sdesk
I have sevice desk ver 7.0 data base is 2 years old and response time is about 45 sec moving from one page to another. - how do i solve this ? can i archive my old data ? if not what can be done to resolve ? please help Avis
Error when creating Filters
Hi, I have error when I try to create my own filter in the Request Tab. The error message you can see in the attachment. I just checked and adding new filter works good from other stations. It looks the problem is in my PC, how can I add my own filters. Regards,
Issue in Assets tab
Hi! In Assets tab there is Workstation detected. But this is really Workstations + Servers. Please, see screenshot. Thanks.
Problem after SQL database restore
hello! i have 2 problems. firstly, i have error message durimg restoration, something like "cannot insert duplicate key in dbo.software", i fixed this with editing restoredata.bat (-Dsdp.restore.error.ignoretables=softwarelist). but now, i have some positions in assets->scanned software list, marked as "[Rendering Exception]", thay can't be deleted (apache error 500), and I can't do any backups now. how can i fix this problem?
NTLM Auth in FireFox and Chrome
Hello. I'm trying your solution with network.automatic-ntlm-auth.trusted-uris parameter. But here is one very big problem with security. Just for example - then you logout from SD and reopen it in FireFox, you will get an authentification window from FF. In wich you must type your domain login and password. So where is NTLM? Why I had to type it? FF must take it from my system by NTLM password hash. But using simple wireshark util I get nomber of http-packets with NTLM falses and as a resoult simple
Changing the Location path of images in solutions
Hello, I would link to know the MSSQL 2008 query to change the path of images in solutions as the server has been changed twice and the mojority of images no longer work. Here are 2 examples of the path that needs changing http://tlsopman:8080/inlineimages/WorkOrder/1842/0.jpg http://pfservdesk01:8080/inlineimages/workorder/1842/3.jpg There are 2 parts of the path that I need updated. I need to change the "host name" to "newserver:8080" and "workorder" to "WorkOrder". I have tried using the following
Just upgraded to 7606 and now it wont load
Dear sirs, I have just updated to 7606 of SDP and now it wont load. It says HTTP 400 Bad Request. Is there any way of getting this back running? This is kind of urgent as people will be using it tomorrow. Kind Regards Martin Storey
Importing Users from two different Domains
I am currently running SD+ 7603. All of my requesters are imported via AD from a single domain. I have been asked to import another group of requesters from a different domain within our organization. The domain shows up in the Domain List inside of SD+ but when I attempt to import requesters from AD I get a "General Failure" error. Both Domains are located inside of our organization and the networks are open to all traffic. Does anyone have any ideas on why SD+ won't let me import requesters
Inline images and servicedesk
Hi, I have users using servicedesk 7.6.5 who send requests by c/p screenshots into outlook 2003. All emails in servicedesk arrive with a winmail.dat attachement instead of the image. By tracking down the problem, it seems it exists in servicedesk, as forwarding every mail from the helpdesk inbox display the image property. Sending an email to our supportcenter works as well. It seems only their servicedesk strips images to replace them with winmail.dat instead. I double checked that their sending
AD pass-through authentification is not working. SD 7606
Hello! I have problem with AD pass-through (APT) in ServiceDesk Plus 7606. here is 2 servers: SDP 7514 and SDP 7606. everything is fine with 7514, APT works fine (only one checkbox for enjoying). 7606 gives me all (domain scan, user import etc) exept APT. 5 data fields for configuration. ok. Look at sd1.jpg. here is APT settings of SDP 7606. 'computer account' - what's this? Existing user account (login) with particular rights? there is no difference between SDP account ('servicedesk') or account
Info in email fetching
hello! i have problem MAIL_FETCHING error Server started at : Fri May 14 11:50:11 GMT+02:00 2010. Current time is : Fri May 14 11:50:17 GMT+02:00 2010, which is less than 1 hour from server start time. Hence not checking mail checker for this time.
Problem restoring database MSQL
I was doing a server migration and now I am unable to restore my database. I have tried various backups and I either get an error stating depending on the backup I used. Help please. I tested each backup before the migration. Am I screwed? at java.lang.Thread.run(Unknown Source) Unable to restore database : invalid stored block lengths at java.lang.Thread.run(Unknown Source) Unable to restore database : oversubscribed dynamic bit lengths tree at java.lang.Thread.run(Unknown Source)
SLA violation e-mails not being sent
SD+ v 7.6.0 (build 7603). Fetching and sending mail from within SD (e.g. replying to a request) is working. Notification rules are set according to screenshot sla_02. I created and SLA rule (see screenshot sla_01) but nor the requestor, nor the technician, nor me receive any e-mail with the sla violation notification. How to fix/debug this? Thx! Pieter
PPM installation failed.Services not coming up
Hi Maljeev, i have downloaded 7602 setup file and installed and i have restored backup file(7602). once restoration is done.i started the services through run.bat . but it showing PPM installation failed.contact support team. also services is not coming up. please find the attachment for your reference Regards, Uthanda
Issues with AD integration on Service Desk Plus 7.6.0 Build 7602
Since upgrading to the latest version many users keep on having to login to service desk plus with the ad credentials please can you investigate this issue and resolve as this is annoying. Or another instance is that when adding a request you get kicked out of sd plus and have to log back in again.
Bug in Non IT Components
Hi! Please fix this bug that you may see right now in live demo! If you just create new Non IT Components (keyboard) you may associate it with user. But if you purchase it you only can associate it with another asset, not with user. I purchased 4 keybeds in live demo and you may check this bug. Thanks for SD.
Asset Scan IP conflict
We have a number of users who connect through a VPN, which dynamically assigns an IP. The issue is that the scan reads the IP address and over writes any assets that might have the same IP. Is there a setting I am missing, or a possible fix for this issue?
Identical escalation ten minutes later...
We have four SLAs, each mapped with a priority, each set to send an e-mail to user X if the SLA is breached. User X is getting the breach e-mail, but ten minutes later (plus or minus two seconds) they receive ANOTHER e-mail identical to the first. I double-checked the SLAs and this individual is only named once. Why are they receiving two e-mails at such predictable spacing? None of our SLAs have escalation levels that close together.
Ops-Manager8 Vs N-able(N-central)
Hi All, May i know which tool is best for Network Monitoring (Switches, routers)? N-central (n-able) or Ops-Manager?? Thanks Prakash
I've forgot my admin password and switched off LDAP auth
Hello! I don't remember my admin password and before last reboot i've switched off LDAP authentication. So now i can't login with domain user and can't login with local (bult-in admin), because don't remember password. How i can resolve the problem? Thank you.
How to link to an asset from ouside of SDP...
I would like to create a link from within a document directly to an asset or a work order in SDP. I realize I do need to have SPD authenticated, but when I attempt this I get the attached error report. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: State cookie is not passed along with the request. Can happen in case of use of back button. com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51)
Importing "Company" field from AD?
Hi, I am trying to import requesters from Active Directory. But it seems that I cannot choose or Map the AD field "Company". I can only choose from the default fields on the import screen. Since we are "a lot" of companies this field is vital when associating assets to owners. How Can I select other AD fields to be included in the Requesterimport?? Regards Erling
Request creation time incorrect since DST change - Home page time correct
Running 7605 and just realised that requests are being created with time 1hr behind the current time. Time on Home page is showing correctly. Server time is showing correct and DST is set. Windows OS SQL DB What do we need to do to fix this. Kind Regards, Andy
HTML email are not correct imported to ticket
Hi, I hope somone can help me with this issue. Sometimes HTML emails which special content will not correctly imported into the ServiceDesk ticket system. Everytime the beginning of the email is truncated. Thanks in advanced. Manfred
Creating New Request Template Problems ,
When creating a new template , I am unable to add a URL in the technician template ,(in the Description area) but can add it in the requester template . I cannot save changes to the Requestor Description Area , It sets itself to the technician description regardless of what is typed in in the requestor area.
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