SDP Error
Hi, When I tried to access Helpdesk requests today I received the error message in the attached document. I shutdown the SDP server and even reboot the physical server and still receive those messages. I am running SDP 7.6 with the latest service pack.
Solution Error While Sending For Approval
After send approval request for the solution, user can not view the solution detail, is this a bug?
Emails not being sent on Resolved since upgrading to 7604
When setting the Resolved status (either on the Request tab or the Resolution tab) the emails are not being sent to the user. All the configuration is correct as far as I can tell, sending emails works if I just reply to a request, but the notification rule for Resolved doesn't appear to be working.
why always coming first responce voilated
why always coming first responce voilated
Email command function in Servicedesk
Build 7.6.04 - I have an issue with the email command facility. If I send an email from my gmail account to servicedesk formatted as follows: Subject is @SDP@ Testing Email Command Message contents: @@Operation=AddRequest@@ @@Group=Test@@ @@Category=Admin@@ @@SubCategory=Record For Info@@ @@Resolution=Recorded for Info@@ @@Priority=Low@@ @@Impact=Affects User@@ @@Urgency=Low@@ @@Status=Closed@@ This all works as it should - I see a new Closed request in my "Test" technician group with all the fields
Getting "null" when logging in
We are testing the product and most test users can log in fine via the web page. One user cannot log in and receives a red "null" instead of the usual "Invalid loginName / password" error. The user's account in AD fine and can log on to other web sites (e.g. OWA) with his credentials. Any thoughts on how to troubleshoot. Tony
Attachments for resolution, when using "search solution"
Hi, I created a new solution template, with an attachment. When i'm resolving a request, going by "search solution", and "copy to resolution", the attachment will not appear in my resolution field .... There is only the description of the solution template, but not the attachment. The only way to give to a requester a resolution with an attachment, both at same time, is copying the url of solution template directly in the resolution field of the request, like that the requester click on the link
Upgrade info
Just wondering how long an upgrade from 7000 to 7022 should take really ?
Searching for request information not producing results
We are experiencing some wierd behaviour when searching for information in requests. Before logging certain types of requests we search for a batch number that could already be reported. That way we don't report duplicate requests to update a batch. What we are finding that pretty much in all cases if the batch number is in the subject line the search will find it. However if it is in the body of the request it may or may not find it. Doesn't seem to be any pattern to when it will find and when it
HTTP Status 500 Apache error in Service Desk Plus
Since we upgraded to SDP 7.6.0 build 7602 we started to receive occasional HTTP status 500 exception report errors (The server encountered an internal error () that prevented it from fulfilling this request.) while searching requests, updating a ticket, etc. I also generated a support file and attached it and a .jpg of the error message to an e-mail to support@servicedeskplus.com which created request id 6288110. I also attached the jpg of the error message to this post.
Problems with CSV file importing additional requester fields after AD import
Hi to all, I've experienced some problems to import additional requester fields from CSV file. First at all, I've imported the Requesters from AD and works perfect. After that, I've tried to import additional fields to existing requesters but the application duplicate them. I know that the name and login must be the same to overwrite the information, but it doesn't work. I put you an example of CSV, to know if I do something wrong: Directory Name,employeeid,E-Mail,additionalfield2,additionalfield2,Loginuser,Password
add work log --> time entry to a date in the past adds to current days time
Hi, when i forget to add a work log after working on a request and want to correct this the next day, i change the date via the "executed time" field in the "add work log" procedure. But the time spent adds to the day i make the entry rather than the day i choose in the "executed time" field. Hope you can understand what i mean... Is this a bug or is my thinking wrong? Thanks for your ideas, Uli
Backup scheduling problem
Hello, I have the following problem, the backup tool in help desk is not working. The last backup was on Feb 12th - 3:51 PM, the next one was supposed to be on Feb 13th but it didn't do it. So I manually change it to Feb 18th, we are currently on Feb 22th and still doesn't do it. The backup schedule is enable. Every is set to : 1 day. Backup location: is: C:\Backup There is space in the hard drive. Your prompt help is really appreciated. Thank you Best Regards PS. I try to post this with IE
Import Font to SDP System
Hi, Currently when we create new request or post any Solution, it show only 6 built-in fonts, but we want to type in our language fonts (Limon S1, Limon R1....etc) Does anyone know how can we import other font to the SDP system? Thanks.
Removing resolutions!
Hi, Whenever a problem is closed the resolution notes entered is automatically populated within the Solutions tab. Rather than clutter the resolutions tab up with stuff we dont want to see we opted to remove the aforementioned resolution/s from the Solutions tab. However doing this removes the resolution from the problem too! I don;t want every resolution in a problem to add itself to the solutions tab. Can we stop this from happening. It's annoying to say the least!
How to skip service tag in Domain scanning?
In service desk Plus while performing Domain Scan e.g PC1, 2, 3, 4,5,6,8 if we scan PC7 it will appear and when we scan PC9 PC7 get disappeared in Service Tag field display 00, System Serial Number, 123456789000 In forums.manage engine.com we found that the issue is related to Service tag or IP address how to fix this problem or to scan with out service tag. (Service Desk Plus Version : 7.6.0 Build 7604 )
Ran DCPROMO on servicedesk server and cant set permissions to domain
I have been cleaning up my domain and one of things was building a new DC with 2K8. I did this and wanted to get rid of one of the 2003 DC's which was one who happened to be doing all sorts of SQL stuff and held the servicedesk. After running DCPROMO, all the access was stripped from the database and the windows internal database would not start and no domain account could access servicedesk. I set the windows internal database to local logon and it started but no domain accts could access it.
Changing schedule for a report
Hello, When I change the settings of an existing scheduled report, get the status 'Completed' and will not run after that. - What causes this reaction and what can I do to prevent this from happening? - And can I fix such a completed schedule to a valid schedule again? I hope someone tells me what I do wrong or what I can do to prevent this happening in future, Greetings, Jerry
Comuter assignments and assets
Since I upgraded to the latest build of SD my computer asset lists seems messed up. Computer assignments change with no apparent logic. Newly added computers seems to "overtake" the assignment of some old computers. For example: Computer A used by employee X, discovered by domain scan and assigned to employee X by auto assignment. Computer B used by employee Y, added to the network after computer A has been scanned and assigned is discovered by domain scan. Nedt, Computer A disapears from the assets
Problem with Receiving a Notification when a request is assigned to a group
Hello, Group notification is not working correctly. When a request is assigned to a group, the notification is not send out to all technicians which should recieve the notification. Only some of them receive it. I removed the technicians from the notification list and reassigned them, but this didn´t help. Please advise Version is 7.6.0 Build 7603 Thank you, Tatyana
SD Plus 7.6 down - Please help ASAP
We had a major power failure this past weekend. Now ServiceDesk Plus will not start. It just keeps looping through the startup so several SD icons will appear in the System tray. They all eventually go away but SD Plus does not start. Please help. I get the following error in EVENTVWR: "There may be a configuration problem: please check the logs." I've attached the startout.log file. Thanks, Tom
Custom Filters - probable incorrect localization of "and/or" in Russian
Hi, SD support! When creating custom filters in Russian locale "AND" rule (Match ALL) works incorrectly - selects requests as with "OR" rule. Looks like SD uses translated word in query instead of "and" - because in English locale everything is fine. Please fix it.
Permission problem with roles
I have created a role, with permissions to only view requests & assigned it to a technician, I have ticked the box, Technician allowed to view - All in group & assigned to him. However when the tech logs in and clicks the request tab, they can view everything in every group? Why? Help?
failed upgrade now it wont start
I am running build 7012. I tried to do the upgrade and it failed out. I tried to restore from a backup and it still wont start. I am running this on a virtual server so i restored the entire environment to the 21st when it was working and still can not get it to start. environment: windows server 2003 2 gig of ram build 7012 Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Date: 2/27/2010 Time: 2:28:54 AM User: N/A Computer: UK-V-HELPDESK
SDP 7010 not pulling embedded images into Requests
Has anyone come across the problem of images embedded in emails sent to the Help Desk not pulling through into Requests? We noticed this happening ever since we upgraded to SDP 7010 last week. Instead of seeing the image, all that is displayed in the Request is a plain box with a red X in the upper left corner. We're running SDP 7010 with MSSQL back end and IE 7 clients.
ADS Inetergation & Domain scan will work in ServiceDesk Plus 7.6 installed in Linux?
Installed Service Desk Plus 7.6 in Linux server and unable to scan windows 2003 ADS Workstation & ADS Users - Requester (Import from Active Directory.). It is possible after configuring Samba or any document for configuring windows pc and server in Linux Service Desk Plus.
Permissions problem
Hi! I have a problem: I have created a role, assigned a specialist to that role. Everything is ok except that he can access Purchase module. He cannot create orders, but he can view orders. Please help me if I can handle issue by myself. Thanks.
How to Change DB port of Service Desk in Linux console ?
How to Change DB port of Service Desk in Linux console
Auto Authentication Intermittent Issues
All users are intermittently being prompted for their network credentials when accessing SDP 7603. Sometimes they are able to auto authenticate and sometimes they are prompted for their credentials. The system autenticates about 85% of the time. The rest of the time users either have to log in with their credentials or close all browser windows and reopen SDP. Sometimes, a user will have more than one IE window open and closing all the IE windows will allow the user to auto authenticate. Other times,
Unable to restore data - 7603
Taken a full backup in 7603, then taken to another machine to test it. Problem is the restore fails as below: ====================QUERY = INSERT INTO HolidayDefinition (HOLIDAYDEFINITIONID,H OLIDAYDATE,DESCRIPTION,SITEID,ISRECURRING) VALUESnull java.sql.BatchUpdateException: Data truncation at net.sourceforge.jtds.jdbc.JtdsStatement.executeBatch(JtdsStatement.ja va:901) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreTableData(Rest oreSDBackup.java:404) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
Can't update status or technician via the ServiceDesk API
Hi, I've created a Perl script to update ServiceDesk requests via the API. I want to change the technician, set the status to 'on hold' and add a resolution. Adding the resolution works fine but if I try to change the technician or the status I get an XML response with 'Success' in the operationstatus but the change hasn't been executed. For the technician I have tried sending their name, their email, their username and both their username and email at the same time but none of them work. Below are
Insert from a hyperlink to a document
I need to know how to insert a hyperlink to a document on a new request.
Email Attachments requesting a login
Good Morning, When a user recieves an email from the Service Desk that contains attachments (such as jpegs, bmps), it requests a login upon opening the email. How can get this to dislpay the attachments without requesting a login? This is how it appears at the source level <IMG alt="Picture (Device Independent Bitmap)" src="http://helpdesk/Untitled%20Attachment" NOSEND="1"> Regards Richard
Error Code - 1,264,040,884,085
While trying to save new outgoing email settings, I am getting the above error. Any ideas?
New Request Template - No email
I'm having the following problem: First, email has been working and continues to work except for: - I created a new request template. I added a variety of fields that we require for a new hire. I saved this, tweaked it until I was satisfied with the layout, then submitted a Request using the new template. Here's what happened: - A request was placed in Servicedesk - An email was received by me stating the request was logged and the id # - A second email was received based on a Business Rule.
Unable to reply to a request containing an E-Mail address starting with an underscore.
When trying to reply to a request where the 'To' or 'CC' fields contain an E-Mail address starting with an underscore the following message is returned and the reply isn't sent. Message from webpage Please enter propper E-Mail ID: __email@domain.com I assume this has been caused by some field validation which was introduced during a recent upgrade. Unfortunately this is quite an annoying issue as the mailbox which receives E-Mail requests starts with 2 underscores. ServiceDesk Plus version 7.6.0
Members of SDAdmin unable to approve their own Solutions
I have just noticed an issue where members of the SDAdmin roll are unable to approve their own Solutions but can approve other users Solutions without any issues. This is annoying as all I approve all the solutions for QA but I also submit my own and having to grant another rights just to approve my solutions is not really an option. ServiceDesk Plus version 7.6.0 Build 7604
SD 7.6 vs OpManager
Hi! Don't know where to post, but as I think the problem is related to these thread: http://forums.manageengine.com/topic/sdp-7-6-enable-quot%3bpass-through-quot%3b-authentication I will post in SD+ forum: When i installed opmanager and SD+ half a year ago the integration worked like a charm: i created "local" user (technician) in SD+ users base (all other users were AD imported), i specified this user in OpManager integration settings - and voila - they are integrated. SD+ was 7.0 something with
Assets - Advanced Filter
When I navigate to assets, click on Advanced filter and specify a computer name and then click Filter: Nothing happens... Does anyone have this issue? Our Version : 7.6.0 Build 7604
SD+ does not import current OU structure and relationships
Hi, Running SD+ 7.5.0 build 7504. When I import OU's from AD I am not seeing my current OU structure in AD but rather as it was when we first started up SD+. Anyone having similar?
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