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.
Cannot Add Work Log
When I use the Add Work Log feature it will not save the data I inupt. The Subject changes to "null" and the Request ID to "-1" while the date and time stamp shows NaN undefined "NaN, NaN:NaN:00".
Maximum machine account password age
Hi guys. There is one question about "Pass-through" Authentification This security setting determines how often a domain member will attempt to change its computer account password. By default computer account password change period is every 30 days. For the Pass-through option i set "computer account" name and it's "password". Will it work properly after 30 day's?
Web Form for Blackberry
I am creating a basic web form so that Blackberry users are able to update their SDP requests remotely. The form works and updates all of the fields. The problem I have is the included notes section for the technician updating the request to log any information. The update fields and the notes field work independently using 2 buttons. I have tested and they update the ticket. My question, is there any way to combine this into 1 single button? As it stands they have to run the update fields,
email fetching issue ever since updated from 7514 to 7602
hi, We've been having issues with mail fetching ever since updated from 7514 to 7602. We've tried using POP and IMAPS and the results are the same. We were able to telnet from the helpdesk server to our mail server on 110 and 993 without any issues. The username and password is correct as well. Mail fecthing would work again if we either restart the servicedesk service or restar the entire server. It will do two fetching (5-minute internal) and it will stop fetching again. Outgoing email is
email notification html parsing 7.6 SDP
WE have found that after upgrading to 7.6 7602 service desk we have some issues with emailing notification in HTML. It works find when notifying of new tasks but does not work when a technician is assigned a task, the technician gets a black screen. The same issue applies when sending emails to requesters and forwarding emails to technicians. I have been through all the forum with no luck. Can you please let.
Exception while trying to send
I have a problem with Servicedesk plus. Mail from requester create request, but notification not sended, in system log message " Exception while trying to send notification" parameters in outgoing mail server seems right.
Deleting a Vendor Relationship or Product
We have recently been having difficulties deleting a vendor from an item or deleting an item from the product list. When I tried to attach the log file I was told that it was too large. I can email it in or do something else to get this to you. Thanks Dennis Rhine
Delete Site
We have deleted a site and it is still in the system. When we try to create a new site with the same name it tells us the site exists. However it does not show up in the sites list. Help!
Email attachment becoming main request.
Hi Lately we've discovered that when sending an email with an email attachment in it to a mailbox, after fetching it the attachment becomes main request and the main email is gone. In ServiceDesk it looks like normal request with nothing unusual, only because we have a copy of the original mail which was sent we were able to notice this. We're working on the Exchange 2007.
Network Scanning for Printers - Uses HOSTNAME for Asset Name, but has a 13 character limit.
I'm just in the process of adding all our network printers to SDP+ but I'm struggling to find something that I works how I want it. All our network printers are in the same range (192.168.2.51-192.168.2.99) so I have added a scan range under Network Scan. If I then scan this range it picks up the printers and does one of two things...If the HOSTNAME of the Printer is 13 characters or less, then the printer is added using the hostname. If the hostname is longer than 13 characters (which a lot of
Create request problem on SDP 7.6
Users create request and sometimes they can't do it. Just clicking add request and nothing happens. They have to try again - close and open browser (IE 8) or logout Windows and logon again. Clearing cache browser is not an issue. (7.6 build 7602) regards C.
Can´t use own status - Can´t edit standard entrys
Hello from Vienna! We use Service Desk Plus Professional 7.5.0 Build 7514. We use the german software with the latest language file. There are many default settings that i´m not able to change and it´s also not possible to use own entrys. Most important in my opinion is the "status" of a call. In english the default is: onhold open closed resolved I HAVE to use this status in my german version too....so most stuff is in german but the status is in english?? When i create a new status in german like
When creating a request, the system gives an error "no permission to create"
Hello. When our technicians create a request in AdventNet (Version 7.6 Build 7601), it says that there are no permissions to create a request. Though a few minutes ago, this request is logged. How can we resolve the problem? We started to experience this problem when we had upgraded to the new AdventNet version. Thank you Tatyana
When creating a request, the system gives an error "no permission to create"
Hello. When our technicians create a request in AdventNet (Version 7.6 Build 7601), it says that there are no permissions to create a request. Though a few minutes ago, this request is logged. How can we resolve the problem? We started to experience this problem when we had upgraded to the new AdventNet version. Thank you Tatyana
HTTP status 500 error
Since we upgraded to SDP 7.6.0 build 7602 we started to recieve occasional HTTP status 500 exception report errors (The server encountered an internal error () that prevented it from fulfilling this request.) white searching requests, updating a ticket, etc. Please help. Thanks, Denis
Blank Screen Opening SD
Hi, I have had problems, myself and other users of our service desk. We often see a completely white / blank screen when opening the service desk. I can often remedy this by removing the SESSIONID cookie that the service desk creates. I don't know why it happens, but a completely empty page is returned, not even html tags, just pure white, like the sd crashed or had an error and didn't send back a page. Could this be investigated please. I am on build 7506. Regards
what is SLA violation check period?
Hello. I am trying build 7510. I created SLA First response notification for highest priority and set SLA first response to 1 minute. But violated request marks as VIOLATED only after 5- 10 minutes. How to decrease this period? Thank Alex
Scanning Mac (OS X) doens't get the serial number
Hi, I am currently testing SD+ 7.6 and it seems to have fixed problems relating scanning Mac OS X machines. While SD+ is now able to scan hardware and software info, it seems to leave out very important peace of information: System Serial Number. Without the S/N, there is now way to link the scanned machine to the machines already in SD+ (created manually or imported via CSV). If there is an asset with the same workstation name, SD does assume that it is the same machine. Our workstation name include
Error Upgrading From Build 7022 To 7500 ?!!!
Hi , When I Want To Apply Patch 7022 to 7500 the updatemanager.bat raise bellow error: INFO: Problem during installation of patch java.sql.SQLException: There are no p rimary or candidate keys in the referenced table 'DomainInfo' that match the ref erencing column list in the foreign key 'SDActiveDirectoryInfo_FK1'. Jun 22, 2009 6:31:10 PM com.adventnet.servicedesk.updatemgr.util.SDPreProcessor revert please Guid Me To Resolving Problem ???? Regards, Omid Ghanbari.
Deleting Vendor Relationship or Product
Good morning - we have noticed that we seem to have a problem with removing a vendor relationship to a product and also in deleting a product from the database. For example, when trying to remove a vendor association to a product I get an error that includes Error Code - 1,263,568,032,388 Any ideas as to what steps I should take to resolve this? We are currently running version 7014
Http 500 error
I have recently downloaded the ManageEnging ServiceDesk application, the free version, to demo the product form my major client. I have it setup but in editing the Categories remotely, I have consistently received the following msg/report. It's important I get this fixed as I am supposed to demo it within 24 hours. You can login below as default administrator. -http://w-wizards.com:8080 type Exception report message description The server encountered an internal error () that prevented it from fulfilling
mySQL Database Query - Lost Database Query Monitor Data after DB restart
Hi, i'm using a Database Query Monitor polling a count-Statement every minute on a mySQL DB. Every 6 hours the database is restartet by a scheduled task. After this restart all collected data of this counter flushes and the Chart begins to fill from scratch. Do you know what's the probleme here? Kind regards Florian Arth
Solution Notification email to technician not picking up variables.
When SD+ sends notification email to technicians it is not picking up the variables, instead it sends the following. We are on build 7602, any ides? Dear Technician, Solution : $SolutionId under $TopicName, have been modified by $LastUpdated_By and approved by $Comments_By. Title of the solution: Equestrian Centre Access Points Solution can be viewed using the link below. Please ensure you are familiar with this solution. $SolutionLink
Hyperlink taking you to home page first Problem
Hi all, When somebody creates a request and then it emails me (the technician) and I click on the link at the bottom of the email it opens up the ServiceDesk home page if I haven't got this already open. It is only if I have this already open does it open up on the request. Can I set it to open up on the request straight away? Thanks Martin
How to enable non-domain logins via database
Bit of a whoopsy. We’ve upgraded from 7514 to 7600, however before the upgrade built-in accounts were not allowed to logon (disabled in Self-Service Portal) and now domain logons are non-functional due to the need to reconfigure SSO. We attempted to rollback via an uninstall, however this failed. Rather than commence a full restore, is it possible to directly enable non-domain logins in the ServiceDesk database? Even if I do that, is there a way to retrieve or reset the password assigned to the
Strange window
Good afternoon. It seems has begun after any last update SD +. The problem consists in the following: At the answer to the request, the answer does not go and on the screen there is this window. It happens some times in day. If the error is not observed at the answer to the request, this window appears for a second and is closed. Picture with a window in attach. We use SD + 7.6.0 Build 7602, the error is observed on the machine of operators with Windows 7 x86.
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