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
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.
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