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.
Phone in Requester Field
Hi, I want to see the contact number mentioned in the requester details to be seen in To-Do List of Technicians. How to do this. This will help my Service desk to call the requester and talk to them. Currently my Technician can see this details only once he opens the call. Thanks
Wrong Time Showing
Hello - I am running ServiceDesk Plus release 7600 and noticed this afternoon that the clock showing in SDP is off by an hour. The server is showing the correct time but the application isn't. Any ideas what needs to be changed for this to be correct? Thanks Dennis Rhine
Problem with mail server settigns
Hello, since we intalled Exchange 2007 we have problems using the mail fetching. When we were in SDP v6, we could use the POP configuration. But now that we are in SDP 7.6, neither POP nor IMAP configuration works. For IMAP the message is : FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox For POP : FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail
Mail stops fetching - 7.6.0 Build 7605
We seem to be needing to stop and start our manage engine service on our 2008 server 1 to 2 times per day because manage engine stops fetching new mail. I noticed we are also getting this error message in event viewer I assume this must be related? APPLICATION Source - MySQL Event - 100 Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them Any ideas? Thankyou Brendan
Requestors being added automatically
Hi everyone, I've noticed in our service desk software under requesters, the list continues to grow. I've turned off the feature that automatically adds unknown users, but it still does. I'm sure our setup has something to do with it. Users call and if we don't answer, it leaves a voicemail recording in the helpdesk email box with that users number. Service desk periodically goes out and grabs the emails, and imports them in. The problem is each time it does that, it adds the number as a requester.
Re-assigning Products to different Product Type
I have seen this issue on the forums before but it doesn't appear that there is a direct answer for it - I have also been working with ManageEngine Support and they are not able to figure it out. Here's the issue. I am trying to re-assign some of my Products to different types (Specifically, I created a product type called "PC Laptops" and I am trying to assign some of my laptop models to it, so they are out of the default "Workstations" Product Type. I was able to do all of my models with the exception
Issue with Query
Hello, I received this query to do a report on all workstations with a particular software and it works for some software but not for running a report on Adobe. select WORKSTATIONNAME from SystemInfo where WORKSTATIONID IN(select distinct WORKSTATIONID from SoftwareInfo sinfo LEFT JOIN SoftwareList slist ON sinfo.SOFTWAREID=slist.SOFTWAREID where SOFTWARENAME='Adobe Acrobat 8 Standard') We have several versions of Adobe in our environment and I'm trying to do a search on just the version 8, and I
tech name is no longer listed in the technicians list but keeps on appearing in new request->technician combo list
how can i fix this? im on trial version mode and still in the process of setting up the service desk. there is no request created yet..
The problem with incoming requests.
Some applications are received at all or only part of the text, although users are sent a copy to the other without any problems.
Accidentally deleted 'Region'
I have accidentally deleted a region. As a result, my associated sites are no longer appearing. I have recreated the region however, since the sites weren't deleted, I am not able to recreate these - FAILURE :Site with same name already exists. Please provide different value for Site Name. Obviously this is because the Site name already exists in the database but is still linked with the original Region that was removed. Is there a way that I can restore the link? Thank you
Adding Users - Old Work-around Not Working
Hi. Sorry, but I can't find the thread in which someone helped me with this previously.....didn't mean to double-up on similar threads. Anyway... when I first got going with SDP, when it came time to add users, I could not use the domain import feature, because I'm just one small department on a large campus, and didn't want all of those accounts in my SDP. So, someone here gave me a way to do it....I'd create a user account within the SDP system, and then log into SQL and run a couple commands.
Survey E-mail
How can we set the survey so that the survey result of that particular survey goes to the Technician who have attended the call or it goes to a particular Technician all the time. Thanks
SD 7.6 restore fails on Windows 2008 R2
I implemented SD+ several times during the last three years with no issues. This time I decided to build a fresh Windows 2008 R2 server for SD+. The installation went OK but when I tried to restore a backup file it failed with "Access Denied" error. Here is the configuration: Server Hardware: HP Proliant DL120 G6, 8GB memory and two 250GB SATA drives in a mirror set. OS: Windows 2008 R2 (which is 64 bit). SD+ Enterprise 7.6 Old Installation: SD+ Enterprise 7.6 on Windows XP SP3 (still within the
The server encountered an internal error () that prevented it from fulfilling this request.
Dear Team, Getting following error while configuring the outgoing mail server . Advent serivice desk server 7.5.0 build 7506 Database Mssql Can any one help : Urgent : Thanks in advance .... Name : Sunay Shivalkar Contact No : 9987543054 exception javax.servlet.ServletException: Mail sending failed.
org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
org.apache.jsp.approval.SubmitForApproval_jsp._jspService(SubmitForApproval_jsp.java:261)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.action.RequestProcessor.internalModuleRelativeForward(RequestProcessor.java:1012)
org.apache.struts.action.RequestProcessor.processForward(RequestProcessor.java:582)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:260)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Invisible Attachments with Exchange Sever 2007
Since upgrading to Exchange 2007, e-mails from SD+, builds 7015 & 7017, with attachments do not show the attachments from Outlook 2003 & Outlook 2007. The attachments do show up in blackberries from the same mailboxes. The attachments can be seen in Outlook if you use File, Save As, or Forward. There are documented issues in the MS Knowledgebase that are similar and our servers are patched accordingly. The only application causing us grief is SD+. E-mails with attachments from all other SMTP sources
Available Site for technician: empty
hi, i configured the sites on SDP and now i'm trying to associate technician to that site. In available site in Users - Technician i have nothing and i find in associated sites "Not in any site" There is step that i could miss in configuring it? Thanks
How to change required fields on OPENing a request ?
I need to require that users pick category and a few other fields before they can submit a request but I can't find anywhere to set this. You can set required fields for CLOSING a request but can you not set required fields for them to open one ?
How to stop sheduled PC scan
I cant stop scheduled PC scan on SDP. I create schedule scan in web form http://SDPServer/SetUpWizard.do?forwardTo=netDefconfig but this was big mistake. It began scan my huge domain. I disable schedule scan in web form but schedule task don't stop. HOW TO STOP IT? Maybe in DB? There is table Schedule with row. I manually set ADMIN_STATUS column to Disable. 4 WorkstationSchedule No Description Disable 106 5 WorkstationRediscovery No Description Disable 107 there is table Task_input where task schedule
Java error when selecting certain options
Hi all, I am running ServiceDesk Plus as well as Neflow Analyzer on the same machine. Virtual 64bit Centos Linux 5.4 Netflow analyzer works 100% I have this issue on ServiceDesk that when I select certain options, I get a Java error. For instance, I can log requests, but if I select the "Solutions" button, I get the following Java 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
Change Technician Login
Hi, One of my Technicians have left the Org and I want to MOVE (i.e., change the login name) this Technician login to the new joinee. How can I do the same. Mukesh Garg
Service Desk Does Not Start After Installation.
Dear Sir, I have installed the Service Desk Plus 7.6 and after installation and running the run.bat I have the following stop error and the service does not start at all and the icon does not come either. D:\ManageEngine\ServiceDesk\bin>run =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: D:\ManageEngine\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=D:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
How to access SD+ database from my SQL client
Hi Guys, I have downloaded the free version of TOAD for MYSQL. Now i would like to access the database on the server to query on the data. For some reson i'm unable to connect to the database when i use port 33666 i get an instant 100061 error. The web runs on port 8888 so when i use that as my connection port the connect wait for 10 seconds and give a message that it is unable to logon. Can someone explain step by step how to connect using tools like toad.
SDP Remote Control
I am trying to get the Remote Control feature of SDP to work. When I click the Remote Control button, a prompt is received on the target machine. After clicking to allow, I receive "FAILURE :User failed to authenticate your connection." on the Technicians end. There is no firewall on either machine. Any help is appreciated. Angelus
Questions
Q: Guys, anyone experience problem on the request Tab -> Filter Showing -> My Groups; some of the groups aren't showing the technicians on the group that i made. A: create a new custom view for the groups that aren't displaying. note: but if you have any solutions on viewing at "My Groups" please post. thanks
Problem with Business Rules
Hi, Currently I have problem with Business Rules which I set condition with Request - Additional Fields (Online) that have only 2 values (Yes/No). IF Online = is Yes THEN Add to Group <Online> Assign to <Admin> After request was submitted by user then Technician (Admin) updated Online Fields to "YES", but the business rule is not running. Until Technician (Admin) do EDIT again and save update, then the rule can execute. So mean for the first time update the business rule that get value
How to merge solutions from two DB?
Dear Colleagues, Previosly we had service contract with a IT partner, now the contract has ended. Partner gave us a MS SQL database SDP Enterprise 7.0.0 contains 24000 requests and 300 solutions. This database is available only in localhost mode. We use now SDP Standart 7.0.0 build 7005, the database contains 1800 requests and 40 solutions. Can we merge the two databases, or even import to a new database old solutions? Thanks, Sergey Admiralsky (asg@adamas.ru) Adamas-Yuvelir, Moscow, Russia
How to enable E-mail to Request Feature in SDP version 7605?
I have recently updated the SDP version 7605. I have integrated this with OpManager build 8051 but it is not getting automated ticket alerts in SDP, however OpManager notification profiles are properly configured. please guide me the solution. Shah
SSL Certificate
Hello! I want to publish my service desk portal in our network over https. And now i have a question: how to add my SSL certificate to Service Desk Engine?
Upgrade from 7022 Build-to-7500
Hi, We upgrade the 7021 build in a test environment to 7022. Nothing wrong and update was successfull. While we are upgrading to 7500 build, an update problem occurred as you will see in the log. I think problem arises while altering tables, i.e a database issuei but i am not sure. Regards.
MacOSX asset scanning
Hi, i have SSH and Remote Login enabled (firewall is off) but i could not get any information from system. I get this message "Connection to RPC server in the workstation failed." We are running SDP 7.5.0 Build 7512
Importing 2 assets with the same name
Hi! I have 2 workstation that named with the rules of our enterprise standart. They have identical names because placed in diffirent locations When I import them from xml scan from the standalone scan they are update each other. How can I import them in SD? It's rather important to save their orginal naming... What I need to do?
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