Active Directory OR LDAP - eval...
I am evaluating this product, and have a showstopper of an issue: I would like to use LDAP or Active Directory - whichever one can meet my needs, but Active Directory isn't working right. I am not the domain admin for our domain, and our admins will not add ServiceDesk to use single sign on. Please don't suggest that as an option :) So I tried just choosing the Enable Active Directory Authentication option. This allows people to login even if their account isn't created already as a requester,
Assigning Software Licences - Sites issue
With the introduction of Sites to the system it seems all assets have to be in a site to get a software licence assigned to them. Is that correct? When I show list of assets with a particular software title on the ALL SITES selection at the top of the screen shows a nice list. However I can't allocate the licence to any of them as none of the assets are associated to a site. At this stage I don't care WHERE the asset is, I just want to assign the licence to it. So HOW do I do this quickly, I think
Notifications are not working
Hello, We have problems with notifications, or we just can't get it right! We checked all notifications but when a requester is replying to a ticket the technician is not getting any reply, instead the requester gets notified that he made a reply which is stupid. I (the requester) made the reply, why should I (the requester) get a notification that i made a reply ?! Why aren't there custom notifications, per site. Because, lets say for an instance that we have two or more sites, how can we handle
Deleted ServiceDesk Plus program files
Hi, By mistake I have deleted some of the ServiceDesk program files, ServiceDesk still seems to be working except I cannot write any notes on calls, when I click on Add Notes I see this at the bottom of the webpage 'Javascript: Void(0)' whereas the others actual link to something. I am just worried if I restart the server it won't start back up again because of the missing system files. I do have backups of our data and I just wanted to know if there is a way I can repair the installation instead
Service desk plus 7.6.0 crashing only in "inventory"?
well, i have manage engine service desk plus 7.6.0 installed in an old server but it was fine until yesterday i couldn't browse correctly the application and i had to restart the service just to move from one section to another.After few hours it crashed completely with the message from apache tomcat: No ManagedConnection available within configured blocking timeout. i rebooted the server it went well but i have always the same probleme with only one page what is "inventory"(if i click on it it
White Screeen when opening brower/Domain controller...
I have an issue with Servicedesk 7514, I know what the problem is I just need to know how to fix it.... Basically the domain controller that our ServiceDesk install uses to auth into AD is no longer a DC as it was having a lot of problems so I removed it, that has caused other problems with other services which have all been fixed, except for SD. So my question is, where in the SD install/dbase is the declaration for the domain controller so I can change it in the backend and get it running again....
Modifying HTML for Request Template
I would like to add an additional option to the dropdowns for "Mode" i.e. Walkup, can you point me to the necessary file and its location, thanks.
Change implementation not recording costs
When I put in workload on a change against my own name as a technician there are no costs being brought through as a base so the work ends up as 0.0 If I pick another technician the costs are populated. I have checked that my account has an hourly rate against it. Started at some point after upgrade to 760x versions. Regards, Andy
Long load times on first page
Everytime a user opens the SD+ first page (http://server_name:8080/) it takes up to 10 minutes to load, and even I enabled the Active Directory and pass-through Authentications, the login page is displayed. I'm just guessing, but I think this is because our enterprise is connected to other subsidiaries in the world (USA, France, Germany, etc) and I suppose SD+ is trying to find current user's domain. If so, how can I avoid it? Since I just want to work with my domain, I alreay set my domain in the
Problem upgrade servicedesk plus from 7022 to 7500
Hello, I'm trying to upgrade servicedesk Plus from 7022 to 7500. But during the installation I recieve the following error "There are no promary or candidate keys in the referenced table..." When I want to view the log. I get a empty screen. Can any help me with this issue? thanks!
New custom view does not display data
I'm testing build 7605 on a test machine and when I create a custom view, I get 0 results. My filter is: Technician is <me>. If I create the same custom view in our current production build (7507), several hundred records display. Is anyone else having this issue?
notification of tasks
Hello When adding a task for a request and assigning it to a group only (but not to a technician), the members of the group get a mail saying that a task had been assigned to them. Unfortunately, the task does not show up in the home view / task view of the technician. There is even no possibility to do a 'task pick up' in that case. Wouldn't it be useful to show the task - which have been assigned to a group but not been assigned to a technician - to every technician of the group, until the task
Technician - Site assignment issue - Urgent pls.
Good Morning All, I am encountering an issue where I am unable to associate a technician with the "Not associated to any site" site (That doesn't sound right). I have three technicians who are still associated with this "No Site" site, and they all appear to function properly, yet when I try to associate another technician to "Not associated to any site", I get either an error message that is entirely blank, or the following error message: FAILURE: One of the value with which the Technician
Notifications not being sent when request is updated
Running SDP 7603, on Exchange 2003 and SQL2008. We have Notifications enabled when requests are assigned and when they are updated. What I am not getting sent are notifications to GROUPS when the request is updated which is rather frustrating. We have a workload of requests that are in group queues, the requester e-mails in asking for an update and it appears the team doesn't get notified. Worse part of this is when requests are on hold they disappear from the standard view so even if the lists are
When close request -HTTP Status 500
Hello. Yesterday I install last update on SD+. Today i have 2 error in SD+ when close request. See error log: 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) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Cannot edit default SLA names
FAILURE :Error while saving the SLA Details. Please report the problem to the system administrator, with the Error Code - 1,270,590,014,906. Can someone help out with this error? Thanks
Mail not fetching
Since updating the licence file, the system is no longer fetching mail, although no other settings have been changed. Unfortunately I didnt stop the service before upgrading the licence, not sure if I should have, however even after re-starting the service it stil will not fetch mail. Does anyone have any suggestions, thanks.
Mobile client does not work on AT&T
I have been working with support on an issue and wanted to see if others have the same problem here. My cell phone is a Tilt 2 with AT&T. I can't get the mobile help desk site to work on my phone. I constantly get a 504 Gateway timeout error. It will work on the iPhone on AT&T as well as on any phone on the Verizon network but it will not work on Tilt 2. I spent some time talking with AT&T and they told me it is because their MediaNet servers can't compress the site enough to send it. I asked
i want to put a password on my history so my employee's cant delete it. How can i do this??????
Help
Upgrade Issue from SDP Build 7022 to 7500
We are looking to upgrade our SDP from build 7009 to 7605. When we go from 7022 to 7500, our asset list has issues. All of the assets that were servers are now lumped in with the workstations. Also I get an ajax error stating that an object is required when I try to add a new product under Admin. Has anyone else had this issue? If so, how did you resolve it? Thanks, Mike Guigar Genisys Credit Union Where you come first!
HTTP Status 404
I am having an issue with task notifications not linking correctly. We are getting the HTTP Status 404 error. The link is pointing to the server via IP address and then servername all in the same link when we click it. However the text of the link is ok. We can copy and paste it with success. thanks
Requestors (and technicians) prompted by Internet Explorer to authenticate when opening some SDP emails
Hi, Requestors and technicians are prompted for authentication when they open some SDP generated emails using Outlook. We are using Internet Explorer 6 and Outlook 2003, with SDP configured for Windows AD pass-thru authentication. This doesn't apply to all emails - at the moment I can't see a common factor. The authentication dialog box that appears is as follows: Connect to w3kwebsrv01 Connecting to ictservicedesk.domain.local username: Password: [ ] Remember my password OK Cancel. w3kwebsrv01 is
Daylight saving time- How to change
After the change of the daylight saving time, Sevice Desk is still showing the old winter time. The server time is correct. How can we set the time in Service desk to the current summer time?
Requester Details
Is there a way to include additional recipients on a request? For example: someone opens a request and wants to cc their manager on it. How would they do that? Regards, vanderson
Unable to add entry into the database using provisioning Template
I am using the given below xml parameters and values for the template to update the SysInfo table in Mysql. But, i getting the OperationFailedException from the RMI client. <InventoryUpdate> <MOUpdate MOName="sysName" MOClass="com.adventnet.nms.tutorials.ems.SysInfo" isNew="true" when="onSuccess"> <Property name="sysContact" value="$sysContact$"/> <Property name="sysName" value="$sysName$"/> <Property name="sysLocation" value="$sysLocation$"/> </MOUpdate> </InventoryUpdate> ERROR>>>>>>>>>>>>>>>>.
Variable $NoteMadeBy is not functioning in subject line
I'm on the template "E-mail technician when note attached to a Request." The default subject is "A note has been added to Request Id ##$RequestId##", I'm attempting to change that to "$NoteMadeBy added a note to RequestID #$RequestId". When I get the email however it's not replacing $NoteMadeBy with the value. Any ideas?
Cached user scan data
I want to reset the assigned users for all of our workstations.. Now i can reset them all to in-store status, however it automaticlly picks up the data from the last scan (we run the scans at login).. My question how can i remove this cached data to ensure that the next login will be used to assign the user..
Mail Fetching not working
Mail Server Settings shows status as 'Running' but mail is not being fetched. we recently moved to exchange 2007, which uses TLS for POP. is this compatible? i set email type as POPS with port 995. POP with port 100 did not work either. i tried the recommendations of start/restart service, etc in other mail fetching threads, with no luck. support logs attached. thanks for any help! -Andrew
SSL not working
I'm trying to get an SSL cert from Godaddy to work with SD+ I've done all the steps to generate a keystore as outlined in the faqs and everything goes as planned. I edited the server.xml file with the keystore password and changed the web server port to 443 https Soon as I do that though and restart SD+ the connection fails. I setup a wireshark on the server hosting it and notice that when the request comes in, the server is sending back to the client an ACK RST Netstat doesn't appear to show anything
Move departements to my Sites
I have registered several Departements but all of them are registered to Default Site. Now I want to move these departements to different newly created sites. How is this done? I can't delete the sites and re-register it on any other departement, error message: Department is being used by a module. Hence cannot delete it. /Ola
how to import software licences into SD+? via API 'add asset'?
Hello I was wondering if it would be possible to use the SD+ API 'add asset' in order to add software licences to SD+ and associated them to a workstation. How could I do this? If not, does anybody know, how to import Software licences? Has anybody an SQL script for importing software licences and associating them to a workstation? Thanks a lot for any feedback. Marc
Weird visualization on a frame
At my company, we have an intranet we use for many things and we wanted to show the Help Desk application as part of "modules" of our intranet, we inserted a button on the modules menu on the left frame and targeted it to the Service Desk Plus application on the right frame (which is actually the same server, but on a different port). The thing problem is that the application is shown without any CSS style, image, javascript, as if there were no files, and if I shift-click on the same button to open
Pickup Request not working - 7.604
We upgraded early this morning to SDP 7.604. Today we have technicians reporting that the "Pick Up" button on the request page does not work. Most technicians have IE7. However several IE8 technicians report that the button works. Has anyone else experienced this? Is there a workaround?
SLA Times off
I set an SLA High respond time of 5 minutes, and a resolve time of 25. I created a trouble ticket at 12:47 Configuration is as follows: The SLA response email was sent to Valerie at 12:55 Jeremy Recieved the resolution SLA email at 1:05 AND at 1:15. The times on all our servers and PC's are synced up. Email is hosted in house so no delays on delivery. Is there anything wrong on why the times are off, this cn be worrying, especially on high priority problems.
ServiceDesk Plus upgrade from 7.0.22 to 7.5
Hi!, I am having troubles to upgrade ServiceDesk Plus from version 7.0.22 to version 7.5. After run updatemanager.bat, it finds an error and rolls back installation. After that, SDP does not run anymore, it remains starting service and persistent layer forever and ever... Can anyone help me? Thanks! jordi.suarezd@t-systems.es
Actions Menu
Hi When we View a request, is there a way to modify the actions menu to see more status set actions, ie awaiting "3rd Party", this would save time by not having to edit every time. Regards Mark W
Workstation Configuration
Hi, in Workstation Configuration there is a field 'Location'. I understand that this filters through from Active Directory, am I correct? In Active Directory, the properties allow you to select a location for a workstation but you have to browse to find the location. Can you let me know where the data comes from in the browse button Many thanks Jayne
Starting Issues.....
whenever I start the manage engine service desk application it fails to initialize. And if I try to start manually then alos it doesn't work. Below is the part of the Wrapper log file. Kindly assist. STATUS | wrapper | 2010/03/16 15:32:35 | Launching a JVM... STATUS | wrapper | 2010/03/16 15:32:40 | ManageEngine ServiceDesk Plus started. INFO | jvm 1 | 2010/03/16 15:32:58 | Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused:
Daylight Savings Time problem on ServicsDesk Plus
Good morning, I'm trying to figure out this DST issue. On the ServiceDesk Plus home page, the time shows as one hour behind actual DST time. However, timestamps on notes added, resolution, etc. are the correct DST time. What might be causing this problem? I've tried correcting the problem by re-saving the preferences info, but this does not work. I've read on related threads that I might have to update Java using time.jar, but that fix was for DST problems with the timestamps. ServiceDesk
ServiceDesk: Customize number of assets allocated to a workstation
I would like to extend the list in ServiceDesk/Inventory/workstations/Assets tab. Currently, I can only list 25 assets allocated to the workstation and would like additional entries. Where in Admin can I customized this?
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