Not work Import from Active Directory
Hi, guys! I install ServiceDesk version 7.6.0 Build 7602. But import from AD requsters does not work for me. I can select directories for import, but further it imports nothing. Thank a lot! Alex
Priority Matrix
Hi, we recently finished our evaluation of SDP and purchased the Professional version However - we were evaluating Enterprise and it seems that one of the features we used, Priority Matrix, has been removed from the editable options, but is still causing effects. This means that users cannot manually set a priorty and we cannot put it in a request template, because it complains that it is automatically set with the matrix, which we now cannot disable. please see attached screenshot. Thanks, Tom
Stopping mailservices BEFORE starting restored system
Is there anyway to ensure that scheduled reports and e-mail fetching are turned OFF when a system is restored? I ask because I restored our live environment to test server to check the backups and ended up with a couple of scheduled reports being sent out from the test system AND it picking up e-mails. I appreciate it may be very unsupported/non standard, but an indication of what database tables control the processes or a config file that could be adjusted prior to starting the services would be
scaning IP Printer
Hi , when i try to scan IP printer on network, with default snmp community, it gets failed, "Connection to RPC server in the workstation failed" i have HP printer LaserJet 2600 i can scan it from linux snmp command , #snmpwalk -v 1 -c public 172.18.12.27 SNMPv2-MIB::sysDescr.0 = STRING: HP ETHERNET MULTI-ENVIRONMENT SNMPv2-MIB::sysName.0 = STRING: IT_Workshop ... ... . . . . any idea to solve this
Email fetching errors
We are getting the following error in System Logs: Info in email fetching Server started at : Fri Feb 05 07:00:41 CST 2010. Current time is : Fri Feb 05 07:41:19 CST 2010, which is less than 1 hour from server start time. Hence not checking mail checker for this time. --- SDP time is 1 hour behind the server time. I found the following solutions thread: http://forums.manageengine.com/topic/info-in-email-fetching However the links provided in http://203.199.211.69/sd/AddSolution.sd?solID=63601 are
Cosumable Purchases
Dear Gurus We in our IT department purchase several consumable items (which is not through purchase Orders). The items like toners, hard disks, motherboards, memory etc all these items we purchase using our assigned petty cash from accounts department. These items are on cash Purchases. In the end of the month we sent he statements with the invoices to accounts department to charge these to respective departments and we reimburse the money from the accounts for other purchases. How can we do this
ServiceDesk Plus Blackberry Mobile Client HTTP 504 Error
Hi, When trying to connect to SD via my Blackberry 8520 using the BB browser, I receive a HTTP 504 (Gateway Timeout) error. My colleague has an iPhone and this works fine for him. After looking around the forum, I've tried to go to http://server:port/mc from Firefox/IE on a desktop and this works fine. Can anyone help please? Regards, Phil Rich
Issue with changing Scanned Software types
SDP+ 7603 To reproduce the issue: 1. Open Assets --> Scanned Software 2. Check the checkbox on 1 or more entries 3. Change the “Move To:” dropdown box to the desired Type 4. Click the “Move” button Once complete, repeat the process again on 1 or more entries. When you click the “Move” button for the second time, the selected entries are not changed. NOTE: In addition, after this action is performed, most “Filter” dropdown boxes for any list in SD+ (e.g. Requests, Purchases) fail to work.
Asset scans do not always report correct software versions.
All scanned systems are Windows XP, SP3 with permissions controlled by group policy. The versions are listed correctly in the registry under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall. How can I troubleshoot this problem? Thanks SDP Version 7.5.0 Build 7512
Upgrading from 7000 to 7600 , failed
in process of upgrading to 7600 from 7000 , patch failed on ManageEngine_ServiceDesk_Plus_7_5_0_SP-0_14_0.ppm , error in update manager ..... lib\AdventNetDeploymentSystem.jar server\default\lib\AuthenticationFramework.jar server\default\lib\AdventNetPersistence.jar server\default\lib\AdventNetDeploymentManager.jar lib\AdventNetUpdateManagerInstaller.jar_new lib\SDeskWmi.dll lib\ADAuth.dll thirdparty.html server\reinitializeDB.bat server\default\lib\commonsdputils.jar server\default\lib\SDUtils.jar
error converting product from workstation to server
For whatever reason, our system has set product the "VMware Virtual Platform" as a workstation/desktop. When I try to set the product type to a "server", I get the following error: FAILURE :Error while saving the Product Details. Please report the problem to the system administrator, with the Error Code - 1,266,014,771,571. Fantastic error display folks.. Completely meaningless to anyone other then a developer. How an I suppose to fix this myself? Please help resolve this. We are running build
SDP with Lotus Notes
How can I extract email addresses from Lotus Notes 7 so that I can upload it to the SDP. thanks
Remote control fails
I get the following error when i attempt to remote control a workstation: FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,246,991,465,708
Columns problem
Hello. I have a bug report. 1. Open a "Requests","Problems" or "Changes" 2. Open a column select dialog box and deselect all except the "select box" 3. Click the save button 4. Check the attached picture. Please help: how I can restore my columns?
MAIL_FETCHING: Error when processing mail
Good afternoon. In last several releases such situation is observed here: If the letter contains a picture (screenshot) which have sent with Microsoft Outlook 2003/2007 in format HTML, in system SDP (7.6.0 Build 7603) that letter hangs in mailbox Exchange2007, and SDP ceases to accept mail. Only removal of this letter from a mailbox and start "Mail Fetching status" solves a problem. THE REQUEST TO HELP! Error processing email with subjectOfMail : Сетевой принтер недоступен and messageid : <7FB6805C20822F49920CB8DF59F764F606550AAA98@SERVER>.
Creating a new field in the resolution section
All, I have created a new field called Technican Resolution Details and I am wanting to place this on the resolution page. I am in the Update Default Request admin template page and I cant seem to drag the field into the resolution part. Can this be done? I would like to see it on the part where the technician types in the resolution but only so that technicans can see it. I dont want requesters to see this bit. Thanks Martin
Hardware scan remplaces identical machine but different
Sorry if my English is not very good.I have several identical machines on my network, they differ is in the MAC address in the network card. When you do the scan all I get: Model: System Product Name Service Tag: System Serial Number Therefore, one replaces the other. And if I put it manually, it erases what I added to the above. Fields changed in the hardware of the PC, they are replaced. I need 2 extra functions. The technicians in my company have shift schedules for 24 hours, it would be good
Asset, Network scan
One more thing: if you scan the entire network then you get workstation model correctly, as the motherboard model. If you create manually a workstation and scan it, then the workstation model is "System Product Name".
Startup issue after upgrade
The system could not start after apply the service back 'AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-7000_01_0.ppm' Please advice. Regards, Hassan
Bulk Scan of IT Assets not working
manually create workstations, using their IP address only. go to Assets > Workstations select one or more workstations Actions > change credentials, just to make sure that credentials are ok; well, they are scan workstation window appears and enter correct credentials click "save and scan now" scanning window appears click close and go back to Assets > Workstations Now, one is expecting to see some update there. Well, it's not. It's the same as you left it. However, if you go to "New scan" and scan
SD-24265 Self Notification not working
Hi Everyone! Just installed build 7603. SD-24265 tells us that: SD-24265: Based on a configuration in the GlobalConfig Entry, self notification can be enabled. By default self notification will not be sent. To enable execute the query in the database : update globalconfig set paramvalue=false where parameter='IntelligentNotification'. I entered: C:\ManageEngine\ServiceDesk\mysql\bin>mysql.exe -u root -P 33366 servicedesk Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection
AD login with special characters in password
We have some users that have special characters in thier password like the club or diamond symbols ( ALT-NUMKEYBOARD 4) as example AD login won't allow them to login, stating invalid username or password. When you attempt to generate the symbol in the username field all you get is a bordered square. How can this be made to work, apart from telling user to not use special characters. Currently 7602, and tried in both IE and Firefox with same result. Regards, Andy
MAC settings to allow scan
what settings are needed on a MAC to allow it to be scanned from servicedesk? i've already set "Remote Login" within the sharing option TIA
Is anything ever fixed in this product....
without having to: 1) a re-installation of the product or 2) waiting for a service pack ? It seems like there is very little that tech support does to solve issues rather than telling everyone in the forums to "send a log", "we'll talk about that", or "wait for a service pack". As a person responsible for this system, I'd like to see more support responses of: 1) Do these steps to troubleshoot AND POST THE STEPS. 2) Actually solve an issue in the forums AND POST THE RESOLUTION I love the SDP product's
Unable to add a previous requestor
I have a requestor that left the company and I deleted her from the requestors list a while ago but now this person is back and I am unable to add her as it is stating that she is already in the system. Here is the error: FAILURE :Login with same name already exists. Please provide different value for Login Name. Please report the problem to the system administrator, with the Error Code - 1,265,656,729,723." Is there another place where I need to delete her so that I can re-add her? Any help would
Service Desk Shutdown
Dear all , I'm using service desk plus version 7602 , i have problem with services desk , sometime it's auto shutdow , this is log when shutdow ..\mysql\bin\mysqld-nt: Normal shutdown ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them What
Date Time Format in 7.6
Hi All, The date format has reverted back to Long Format in our reports since upgrading to 7.6. I have gone through the manual looking for where the setting is, with no joy. There was a reference to the custom settings on the reports page. This didn't help. If anyone can point me in the right direction. I'm trying to go from long formation to DD/MM/YYYY Cheers John
standard variables in SMS notification
Why can't I add Created Date when configuring the SMS alert template? This is a standard variable, correct? We want to know if there is an issue that becomes high priority after creation, but we'd also like to see the created date to quickly ascertain if this issue is first being reported or was reported previously.
Workorderstates.ISoverdue and ISEscalated
Can you advise the correct usage of these flags in reports please. Does ISOVERDUE indicate that the request has breached 1st Response only, or breached 1st Response OR completion date target. What does ISEscalated indicate? I assume the reliable way to confirm that the request has breached SLA completion is just to compare completedtime against DueByTime. Regards, Andy
7603 - Reporting - Loss of Logo
Just upgraded to 7603 from 7602 and looks like the process has turned off the logo at the top of the reports and changed the name displayed top right. Is this fixable without another patch?
AD authentication
Hi, I want to enable Active directory authentication, Service Desk 7.6.0 build 7603 installed on Windows 2008 R2 whereas Domain controller is Windows 2003. I have imported all requester from Active Directory, but when i try to enable AD authentication it give an error "FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the Public Domains" can any one help on this thanks.
Unable to start Service through services
Hi, when i am trying to start servicedesk service through services.msc.i m receiving "unable to start service" errror,now i am running through command prompt(run.bat).please find the wrraperlog details. min java heap size=512 max java heap size=2048 system config: 4 gb ram Regards, Uthanda
Creating request - technician prompted to add requester after picking from list!
Seeing some strange behaviour when creating requests relating to the requestor. The technician creates the request and selects the requestor from the list, which is imported from 2 AD domains. On selecting the dept , telephone are copied into the request as expected. When they SAVE the request they are advised that the requestor doesn't exist and do they want to add it. That is wrong. Any idea why this can occur? Windows 2003 platform with SQL 2008 backend. IE6 as browser on XP SP2 It has been working
Custom Views
Whenever I try to save a custom view I get an error .. It had worked up until today.. nothing has been changed on the server.. once this error occurs, the view no longer appears in the drop down menu in the requests view type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Invalid Table alias mmInfo specified org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Clearing out junk sites and departments
Due to some duff AD data imported I have some Junk Departments and Sites showing. I've deleted then in ADMIN, but they aren't going, just become grey.Not a great issue except they show in some filters, like on the HOME, GLOBAL VIEW, REQUEST SUMMARY. I'm pretty sure they don't appear in any real data as the requesters have been re-imported with corrected data. What query(s) can I run to check the SITEID and DEPTID aren't in use and then I assume I could remove the offending items from the tables -
Discrepency between THIS WEEK and THIS MONTH on HOME page for Requests
On the HOME page - GLOBAL VIEW - Request summary, there seems to be a discrepancy between how THIS WEEK and THIS MONTH count weeks, We have created on a clean system a batch of requests this week, Monday to Sunday, so on the THIS WEEK view I can see them all. On the THIS MONTH view some are showing in Week 4 and some are showing in Week 5. That I suggest is wrong. Can this be fixed so all the views have a week being the same please - or is there a config item I've forgotten to set somewhere? Regards,
some sdp pages timeout
we are running sdp 7602 and since we have upgraded to the 760x we have had some time trouble getting access to inventory and error log list in sdp. when a tech is login the inventory does not respond at all. just keep trying to load and then its gives the tech a could not find page. everything else works find in sdp and loads immediately. we are running the sdp on a VMware (cluster) windows 2003 server with 2 GB RAM assigned to it. the database is on a windows 2003 64 bit ms SQL 2005 ent server
Blackberry and SDP 7.6
My techs get an HTTP 400 error when trying to use the mobile version of SDP. The full error is "HTTP Status 400 - Invalid direct reference to form login page" Any ideas? We are using SDP 7.6 7601
Error in Restoration process
Hi, I am using SD 7.5 build no 7509.when i m trying to restore backup files ,i m receiving duplicate entry error. please find the attachment for error logs
Exclude Assets from Scan
Is there a way to exclude specific computers from the Asset scan. I do not want servers or our Virtual test PCs added into the scan, I just want our general use PC's that are used every day by our staff. We have the servers and Virtuals in their own OU's in AD if that helps. We also have all the staff PC's broken up into different OUs in AD.
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