Emails not being appended to tickets
Hi guys, got an odd one - the mail fetcher is working fine according to the wizard as is outgoing mail. New requests are being emailed through, however any updates issued by ticket requesters via email are not being appended to the ticket. Any ideas on when to start? Additional Info:Mail is accessed via IMAP - fetcher is set on the correct port, interval is 1min.IMAP is accessible, and the username and password are correct. This was verified by a telnet session to the server from the helpdesk server
Assigning asset to user...
The ServiceDesk application is installed on: - Dell Optiplex 755 (core 2 due with 4 GB RAM) - Windows Server 2003 Standard Ed SP2 (Windows is updated recently) - SQL Server 2005 Standard Ed SP3 ServiceDesk is integrated with Active Directory and I have imported all AD users (about 2000 users) also I have scanned the network with all PC's and Servers.. etc now when I try to assign an asset i.e. workstation to a user and when I choose " Assign User and/or Department" to select a user from the drop
add software license, issue with field length for products
hello, i'm trying to add all my software licenses back in. I am doing the following: Asset Home>Add Software License>Product Name* my problem is that the product drop down box isnt nearly wide enough. i cannot tell what most of the product name says. for example, "microsoft office professional" gets truncated, leaving me guessing if i'm adding an office 2003 or 2007 license. this is an issue. also, is there a way to bulk import licenses from a spreadsheet?
Linux servers - asset scanning
Hello, I am interested if it is necessary to have the root rights in order to scan Linux server? The problem is that user root is blocked on our servers. My Regards, Vlad
Custom View
SD+ I've recently tried to recreate a custom request view, for the old one used, I would add each individual user, then continue with the filters to configure a view as per my requirement. With the influx of user in each department, I had a brain storm that it would be good if SD had an option to use departments rather than users. It did, 'Great'. However the custom view does not show all of the users. I've double checked that they are in the correct department, 'Check' then double checked the
Asset Resource Permissions
Is it possible or would it be possible to give certain users permission to only certain resource types? For example: We have IT Assets\Switches but would only like 2 technicians to be able to view and modify the assets, but the other technicians can view and modify other resource types?
pass-through authentication not working
We have pass-through authentication enabled for SDP but its not working. We are using SDP v7513 Have tried Firefox 3+ and IE7/8
Technician bug and Servicedesk service set up
Hi, First question: I have one of my technician's account is bug, meaning that in the Technician list, he only have one account but when I try to assign a request to him in the technician drop down list, his name comes out twice. Second question: I just updated our servicedesk plus to 7514 build. After the update and restarting it twice, the servicedesk plus service doesn't turn on it self. I basically need to log in and run the "run.bat" in the bin folder. Is there a set up that I can do so I don't
Cannot upgrade from 6012 to 7000
Hi, When attempting to upgrade from 6012 - 7000, as per instructions here: http://www.manageengine.com/products/service-desk/migration-sequence.html the following error occurs: INFO: Problem during installation of patch java.sql.SQLException: Invalid object name 'WorkstationModelType'. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.j ava:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781) at net.sourceforge.jtds.jdbc.TdsCore.nextToken(TdsCore.java:2224)
Adding site name in notification rules template
Hello Under the Helpdesk notification rules - customised template, is there a way you can add the [SITE] in the choose content variable database? thanks
Problem while importing the assets
Problem while importing the assets : Already a row with the same set of primary keys found in this object, this row already exists in this dataobject [MemoryInfo, ResourceState, ProcessorInfo, PortInfo, DriveInfo, PhysicalDriveInfo, ComponentDefinition, UsbInfo, MonitorInfo] Import from zip
Cannot delete a domain
FAILURE :Issue while deleting the domains. Please report the problem to the system administrator, with the Error Code - 1,257,274,836,493.
Displaying user email address within request
Hello Is there a way of displaying the user email address field when they submit a request through? I am not sure how to set this up in the request template. thanks
Windows XP Firewall turned on ... Remote Control does not work
Windows XP sp2 , Firewall is turned on. Remote control does not work in ServiceDesk Plus. Which Firewall port should I open ? Please help. Honson Kan
Issue with Service Desk Plus 7.5.0 Build 7514
Since upgrading from version 7 to 7.5 we have had a couple of issues the link between service desk plus to opmanager no longer works which is used to before. Secondly the contracts field description has been truncated so that you can no longer see all the information as previously in the older version
SQL database performance
We have poor SD plus performance particularly when searching and running reports - I would expect it to take a bit longer to perform these operations but it can take over 10 seconds to return a search which from our point of view is not acceptable. The database is 3GB is size and we have a maximum of 25 technicians working on it at one time. The SQL server and the front end are well over specced hardware wise and having monitored the performance of these machines whilst performing these operations
Missing information after license renewal
After a license renewal some "tabs" are missing as shown in the attachment. The search for assets, workstations and requesters is also not possible. In the Configuration Wizzard we now only see the Helpdesk, Users, User Survey and General-tasks Please help us out.
Group ID field all set to blank
We have been using the AdventNet helpdesk for a few months now and have several groups that tickets get categorized under like IT or IS, or programming request. It works fine and we've had no issues but just recently every ticket lost it's group, newly created tickets have no group and all the old ones don't either so everything is super messy now. Any ideas???
Two Possible Bugs?
Hi Everyone, I think I have noticed 2 bugs in service desk. I'm running Version 7513. Bug 1: I can't assign a computer / workstation to a site if a user is already assigned to it. For example, we had two laptops that were in store, and a workstation that was in use. I clicked them all, went to Actions > Assign to site. The two laptops were assigned but not the workstation. Clicking on the workstation and trying to assign the site there doesn't work either. However, in the Audit history, it shows
Time Spent Calculation
How is Time Spent Calculated by the SD Plus software. Scenario: Ticket opened on May 1.......closed on September 1.........technician indicates the Time Spent to be 30 minutes. Time Spent report generated from template indicates 600-700 hours. Any ideas? Thanks....
email addresses mismatch
Hello, I don't know if this is a problem but when I imported all of the accounts from active directory the email address was imported as user@something.somewhere.edu. However, users email address is shortened to user@somewhere.edu This seems to cause the fields to be incomplete when a user request help. If a user calls the technicians can go into SDP and look up the requester by email address under create new request. Is there a way to fix this issue. As I mentioned non of the fields are populated
Multiple Workgroups/different subnets/same netbios name
We have several Labs that have between 3-10 computers each. Each location is a different workgroup name. Due to the software running each lab computer has to be named Room1 Room2 Roomn. So If I add my 10.0.1.x Room1 (adds fine) then I add my 10.0.2.x Room1 it overwrites the 10.0.1.x Room 1 Even though it's different hardware, different IP...is there a way to allow each of the Room1, Room2 to exist in my asset lists? Thought groups would do it...but no go...any suggestions.
Absent values "Additional Fields"
Good afternoon. Recently I have found out that in all Request till May, 18th, 2009 is absent values "Additional Fields". After May, 18th 2009 is a value is at all Request. I have made to an owl investigation and have found out the following: All "additional fields" are in the table [udf_picklistvalues]. Value from this table register in the table which is responsible for the Request [WorkOrder_Fields.UDF_CHAR1]. Value of this field [WorkOrder_Fields. UDF_CHAR1] empty beginning from Request of 2008
disposed assets showing in Unaudited Workstation list
Hello, One of the more important things Ihave to do before the end of the year is to figure out exactly what computer has not been scanned in a long time, or ever. I’ve just recently begun to use this feature more heavily, and I’m confused as to how to exclude assets that have been put in the Resource State of “Resources disposed” in the unaudited workstations screen. Obviously, if these workstations are not longer in the environment, they would naturally fail a scan. Also, the “last
Password reset/recover
Hello support team I was busy testing Support Desk, for a while, and made some changes that i would love to continue with. problem is that i stopped testing for a while, and can't seem to recall the administrator's password. is there anyway i can reset or recover the password from under the motor cap of the software, or in the SQL Database. would appreciate any help giving. thanks sidi
VPN attached assets reporting incorrectly
We have 130+ systems, of which a third attach to the network via VPN. I have tracked that these assets have completely skewed data now due to the fact that SD+ apparently uses IP addresses (or stale DNS records) to assign asset values. I have conclusively identified this occurring. Now I have no faith in what is reported in my asset database regarding these assets. What steps can be taken to correct this? I am working on a script method using the off-line scanner, but as this requires that
Internet explorer page not found
On two seperate computers I can log on to servicedesk web page. On a third it says page not found. The url is correct. What does the browser need in order for it to work (java, cookies, flash...) Thanks
Database Optimization
I need the information on how to optimize the SDP database so that the asset section does not take minutes to load. We were able to fix this issue a while back, however after needing to reinstall SDP the settings have revereted. Please email me ASAP. Kindest regards, Jonathan jdavis@susd.org
unable to enumerate organisational units
Hi, We've recently installed the latest service pack to our ServiceDesk installation. Since installing the service pack, we have been unable to complete a domain-wide scan. The scanning screen simply sits perpetually on "Enumerating Organisational Units" and will not proceed further, or error out. We have tried manually fetching the OUs with the same result. We have verified the L/P used is correct, and that we can connect to the DC itself. from the service desk machine. We can also run a manual
Is it possible to stop SDP from creating new requesters?
We have our SDP hooked up to AD and use it purely as a Helpdesk Management Tool. The Self service Portal is unused. Everyting works fine more or less. We're a school and we only want our Teachers to be listed in the Requesters. Importing them is fine, we asset them assets and when they need help they email ICTSupport which is picked up by the Helpdesk and we can see all their details. The problem is the Students. If a Student emails the Helpdesk, which is something we encourage them to do, SDP will
incorrect lincs
Hi 2 all, when I recieve message from users I've got such link like http://support:8080/wo........ But my servicedesk server name is not "support", so this links are not opening. In servicedesk link this content variable called $RequestLink. So how can I cnahge
[7.5.0 b7513] Announcement Bug
Hi Not sure if this problem is related to me but if I make changes to an exisiting announcement, it disappears from view (as if deleted). New created announcements appear but then disappear once edited. Graham
Applying license when SD plus has expired.
Hi, my Service Desk Plus has expired and I have the new license file but I can,t access Service Desk to apply the next. Instructions to apply the Registered License File Note: ServiceDesk Plus server should be running, and the license file need to be applied from the ServiceDesk Plus client. 1. Save this license file in a folder and click "License" link on the top right corner of the ServiceDesk Plus client. 2. You can browse and choose this file and click "Apply" button. 3. On successfully
Locking down description field
Hello Does anyone know or is it possible to lock down the description field content so users dont edit or modify it? for eg. the below information can be modify A new employee is joining the organization. Please provide the following facilities. Date of Joining : Employee Details : Employee Name : Employee Title : Department : Location : Phone Number :
Enable "Pass-through" Authentication does not work
Hello We are using SD+ build 7.5.0 Build 7512 with Firefox Mozilla 3.5.x as browser. PCs are connected to a windows domain managed by an ADS. In the SD+ Active Directory settings, both options ** Enable Active Directory Authentication ** and ** Enable "Pass-through" Authentication ** are enabled Nevertheless, a (mozilla) pop-up asking for the username and password appears. After inserting the correct credentials, the login windows of SD+ appears. According to the documentation, this should *not*
Microsoft Visual C++ Error
Debug error received: Program: C:\Adventnet\ME\ServiceDesk\jre\bin\java.exe DAMAGE: after Normal block (#54) at 0x1C591D10. [ Abort ] [ Retry ] [ Ignore] ServiceDesk works while error is on screen, but selecting any option will close the SD. I think we're a little behind too: SDP Ver 7.0.0 Build 7009
Crash when editing report
When we want to edit (change reporting period) following report we get following error : Reports by all changes -> Time spent on a change We already changed the image as mentioned, but no change. Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace java.lang.NullPointerException at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:316)
Exception occured while enumerationg Organizational Units
After upgrading to hotfix 7508 from 7506 I am unable to 'Fetch OU's from AD again' I have read an article on here about running the following but this didn't work? Please advise delete from adousrelationinfo & delete from adorganizationalunits Kind Regards
Conversations
When a ticket is created it sends me an email saying the ticket has been created. When a ticket is assigned it sends another email to me. If I respond to that "asssigned" email and include the Requestor's email it will log my response in ServiceDesk Plus in the Conversations area of the ticket. If the Requestor responds it does not put that in the Conversation. I have the system set up to automatically create a ticket when emailed so when the Requestor does a Reply To All it creates a new ticket.
$SolutionLink in the notification e-mail is incorrect
I am testing the SDP 7.5.0 build 7.1.4. I found out the $SolutionLink show incorrect embedded URL link. Please refer to the attached screenshot. The text shows in the mail is correct, but when user click on the link, it cannot redirect user to correct solution, because http://hostname is added twice in the embedded link.
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