How do I assign a technician to a subcategory in ServiceDeskPlus?
How do I assign a technician to a subcategory in ServiceDeskPlus? Category and sub-categories are assigned, but need to assign techs to the various 30-odd sub-categories. Your assistance is appreciated. Pat
Unwanted additional entries when trying to do a custom filter.
Hi, I tried today to set up a custom filter to show calls that 1) are not closed or closed no fault found, and 2) were for one company only. When I ran the filter, no records came back. When I investigated why, I found that additional lines for the filter had been added, and additional entries against the filters ie another 'closed' had been added in request status when I'd only put closed or no fault found. Then when I clicked on the created time it gave me a weird calendar. See attached for what
The workstation is already discovered
We are running ServiceDesk 7.5.0 Build Number : 7506. When I try to do a domain scan I get this error message: The workstation is already discovered. Our network is based on Windows 2003 servers and workstations with Windows XP. This was not a problem when we used an earlier build version of ServiceDesk. Hope anyone could help. Regards, Eric
Cannot edit a Request’s Due By date
We are using SDP Version 7.5.0, build 7504. Technicians who are not assigned the Role of SDAdmin cannot use the “DueBy Date” field on requests assigned to their Group. This field is marked “-“ when viewing the request and “N/A” when attempting to edit it. How can I activate the "DueBy Date" field for Technicians who are not in the SDAdmin Role? Thank you.
Access over the Internet
I´d like to know if there is the possibility to run the software hosted in my Webserver over the internet not locally, my server has IIS 6 and ISA Server 2006. SD+ trial version actually respond in http://127.0.0.1:8080, I have no experience with tomcat
Error when Remoting to a 2000 Pro PC
Im getting an error code 1,248,960,069,273 when Using the Remote application.
Column title display error and column customize button doesn't work in assets view
Hi, I met the problem about display and customize column in most of assets view of my SDP, shown in the attachment, lots of column titles were shown as "[Rendering Exception]" and the column customize button hasn't worked for a long time, could you please help me fix them both? Thx in advanced. My SDP version is 7.5.0 build 7508. Jun ZHAO China
Asset upload from CSV with department assignment
Greetings, We're using ServiceDesk Plus 7.5. When I upload non-IT assets via CSV upload, it works unless I try to assign the asset to a department (in this case, department "CWI"). Here's my data: Product Type,Product Name,Asset Name,Department Database,MSSQL,CWI_ECD_DB,CWI Database,MSSQL,CWI_ECQ_DB,CWI I am mapping column 4 to "Assigned Department". When I import I get these errors: RECORD : Database,MSSQL,CWI_ECD_DB,CWI Error : java.lang.NullPointerException RECORD : Database,MSSQL,CWI_ECQ_DB,CWI
Servicedesk upgrade to 7.5 failed and unable to start servic
Hi I have upgrqded the servicedesk to 7022 and it was fine. Today I tried to upgrade to 7500 and it failed and now servicesdesk is not starting. It wrecked the servicedesk. I have restored the DB but still no success. Can any one help me out. I do not have service desk and users are suffering. regards Talpasai
ServiceDeskPlus SSL Certificate
Hello Can i have two or more certificates to my servicedeskplus? Example: https://name1.testing.com and https://name2.testing.com If yes, i've created a new keystore to the "first" certificate (name1.testing.com) and then a genereate the CSR How do i generate the second certificate? Thanks in advance for your help Rgds
Email Alert for Priority 1 Ticket
Everyone, When Priority 1 tickets are logged, I want an email to go to a ServiceDesk Group, or an email address. I can see how to assign a P1 ticket to a group, but I can’t see how to create the email. I’ve looked in Business Rules and in Notifications. Any help?
Phantom Report
Some of our users are receiving a scheduled report email every morning from SD+. However, the email does not have the actual report (either as a spreadsheet or .pdf file) visible unless you forward the email, then it shows up. That's one issue. But the main problem I have is that they no longer need to receive the report. I log in as the administrator and there are no scheduled reports in the system. There is not even a built-in report by the name of the one they are receiving. So now I have
Asset Discovery
I am trying to find some documentation on this.. and the Admin and User guides don't seem to help. I need to discover assets on an AD domain. 1) Unfortunately I am a single department of a multi department organization. Active Directory Domain contains multiple OU folders. I want to scan just 1 OU folder for assets.. not the entire Domain. I can't find a way to restrict the discovery of assets to 1 OU folder within a domain. OR 2) Scanning a Network (IP Range), I get about 50% failures -- I think
Solution search not working.
Hi, Im using SD 7.5 build 7509. I have populated the solutions tab with some of my own solutions, but I am finding that the search isnt picking them up even when you enter the keywords! If there is one key word then its fine like "excel" but if its like "file not found" then it will not find it even if you put that into the key words and type that into the search. I have tired different ways like putting file not found, file, not, found, "file not found", and nothing comes back. Does anyone else
Contract Field Size
Hi, Is there anyway to increase the size of the Contract View field? I have several contracts which I have created starting with the same words, namely 'Symantec Backup Exec.........' with various agent endings and when viewed on the main screen I haven't a clue which is which as only the first 20 or so characters are displayed so have to click through all of them to find the one I need. By removing certain columns doesn't increase the size of the remaining ones either?? Please advise if this can
Wrong TimeSpent Time when Ticket closed after month change!!!
Hi there, We have been experiencing some problems with the TimeSpent. We have attached some images in order to have a better look on that issue. Trying to describe the problem occured, we came out with an explanation which might do some good for you in order to find out the resolution on that. Problem Description: When a ticket is created on May 28 and Resolved at that day but closed on 2 of June ( possible reason for that delay could be the absence of the employee), the time spent goes crazy
where does the software inventory pull from?
Hello, We are trying to get a complete picture of all the software that is installed on our network. When an asset scan is performed on a computer, where does it pull the info regarding installed software from? the registry, or from add/remove programs?
Error when trying to open a technician record
Following error occurs when trying to open an existing technician (only 2 out of the 33 are not opening) FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,248,122,486,024.
Blank screen when connecting to Service Desk front page using Windows Server 2008
ServiceDesk Plus Build 7508 Installed on Server 2003 R2 box with nothing else installed on it Database is on SQL server Connecting to the Service Desk front page using Windows Server 2008 gives a blank screen. Works correctly using Windows XP and Server 2003. Have tried the following: -- Changed port from 8080 to 80 -- Turned off Windows Server 2008 Firewall -- None of the log files in C:\AdventNet\ME\ServiceDesk\bin seem to generate any errors, are there any other log files
Cannot edit asset SD 7.5
Hello, I am having a problem when trying to update/edit any asset. I am receiving the error you can see in the attached screen dump With admin or technician user is the same problem Error Code: -1,246,871,184,731 I cannot edit any asset!, even if it doesn't have any relationship I am also attaching the server log Current version: 7.5 build 7504 - tested with 7508 and the same results IE 6 and 8 SQL Server 2000 Win XP SP 2 Thanks in advance
Solution > Approval request breaks the solution
When adding a new solution and then forwarding to Approve, the system page locks and you cannot see the solution any longer. Is this a bug? - Has anybody else noticed the issue? BUILD: 7508 MS-SQL Backend Enterprise Edition. Ashley Cox
Data missing while editing the request
Hello, I noticed that if I try to fill in the fields in the Requestor details section via Edit button associated with that section and save, the details will not get saved. (which is a slight inconvenience for the helpdesk users.) However, if I save the same details via Edit button on top of the request screen, they get saved. Please note that the fields which I try to fill in are custom made and not part of your standard fields. I am not sure if that makes any difference, but better to mention.
SLA Due By Date
Hi, Can someone please tell me how to turn the due by date off? We have set SLA''s based on groups, and it says any request matching the above rules must be resolved by....and then you must state a time. This time is populating out due by date. However we want to do this manually, so techncians can manage their work load. How can I do this?
CVS Import and russian language
Hello, I tryed to import cvs file and seems its does not support russian language, please advice.
can´t delete systemlogs
Hi ich have seen our systemlogs are full with 58588421 logs :-) My Database are 30 GB full with this logs ! Please help ! what can i do ?
Asset Scanning - Linux/SSH
I am trying to use the Asset portion of ServiceDesk Plus to collect inventory from some linux systems. I have tried adding a system through the Asset section and through Admin->Asset Management->Network Scan In both cases I indicate the IP address and that SSH should be used. The scan window pops up and after a few minutes it fails saying that the "Connection to RPC server in the workstation failed" which looks to me like it's trying to treat it as a Windows system even though I specified SSH.
Attachments lost to Lotus Notes clients when forwarding/replying ?
Hello, Not really a problem at SD+ side, but hopefully someone has encounterd this... We've noticed a problem with Lotus Notes clients not receiving file attachments; if I CC the same reply or forward mail to a separate e-mail account (e.g. GMail), the attachment is received. Also, the mail is confirmed having the size corresponding to attachments + text. We have no problem with incoming e-mail to SD+ containing attachments, these show up fine, so it seems to be something at the Domino SMTP server
sometimes a group doesn't show up as an option
I have an intermittent issue where sometimes a group does not show up as an option to select. Has anyone else run into this? Is there a fix/workaround? see below...there is supposed to be a "network engineering" group. Thanks
Regarding Assets; why are Servers and Workstations seperate?
So in the asset manager, it appears that we define a "Product Type", and then define a "Product", which is really more like the Model of a device. As a result, I end up with a "Product Type" named Workstation, that can be either a Desktop or a Laptop, with the "Product" field being the Model of the machine, such as a OptiPlex 620, or Latitude D600. Servers on the otherhand are segregated into their own "Product Type". and when you edit a Server profile, there are two fields that appear to contain
Problem with import from AD
Good day SDP Version : 7.5.0 Build 7508 I have two domains When i imported from one domain (2003 server) - its OK When i try to import from other (2008 server) - i se all my Organizational units But when i press "start import" i see only "Connecting to ActiveDirectory Server..." long time. Thnx.
Assets
Hi We are using version 7506. we have imported our assets into SDP. However the servers aren't showing up as IT assets, when I click Servers from Resources > IT Assets > Servers but if I search for the server name I will find it, the bradcrumbs at the top show Asset Home > Server I cannot scan these at all. How can I change these server (63 of them to scan-able) I have made sure the product type is set to Server, I have tried changing that product type to workstation, (still unable to scan) and back
Exchange 2007 / SD Build 7508
Dear All We are evaluation the ManageEngine Service Desk, which looks pretty good. Unfortualtely we encounter some problems with fetching the mails from the inhouse Exchange 2007 server. Build Exchange: Version: 08.01.0375.002 Build SD 7508 I've already found the Alias post, an I can say, that this seems to be not the cause. I've checked the ports, and the port 110 and 143 are reachable via Telnet. but I get the errormessage, that the config has been saved, but an communication error occured.
Email Replies
Hi We have been usaing SD+ for over a year now and all is working great, but in the past week or so we have been getting the following problem. When a call has bee created and replied to an email goes to the customer, if this customer replies to this email it adds it onto the origingal call, now this has been working fine, but now for some reason the replied email is creating a new call, we cant see why as nothing has changed on the system. any help would be great Thanks
Problem scanning Windows Server 2008
Problem with Windows Server 2008. Then firewall turned on it doesn't work (rules "allow all from any to any"), error - "No response received from workstation. Probably the workstation might be switched off or does not exist.", but with terned off firewall it works nice.
Report Emailing Problem
Hi have a really strange problem occuring with a scheduled report emailing out. The report currently goes to the CFO and to myself. I get an email in outlook with the report attached though outlook does not flag my email as having an attachment. The CFO recieves an email without the report attached. However if he forwards that email to me or even to himself the email that arrives has the report attached. Has anyone experienced anything like that?
SLA Escalation Email Template - Content Variables
Hi, I am changing the SLA Escalation Email template to provide more information. I am trying to find a content variable which describes how old the request is. I have tried the 'Request Aging Days' content variable, however when I save this and recive the email, this section is blank. It does not seem to populate. Is this the right content variable to use? and also why is it not working? Thanks
New Technician
Hi! I have upgraded ServiceDeskPlus vom Vers. 7.0 to 7.5. Now I would like to insert a new technician. But this isnt't possible. Befor inserting I have change my licence from the "Free Version" to a licensed version for 5 technicians. Unfortunately there is no error message. Who can help? Thanks Harald
Workstations with Multiple IP Addresses show as multiple assets
Is there a way to resolve servers/workstations with multiple IP Addresses on one NIC to resolve to ONE asset? This may need to extend to a server with multiple NICs in use as well...
Blank Screen when open the browser
Dear sir, Today I work with SD7508 and the last week with the SD7506. When open the brower in client or server appears a blank screen, from last Thursday. In the server/default/log today say... ----------------------------------------------------------------------------------------------------------------------- [12:27:17:522]|[07-06-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[22]|: LOGGED USER in ntlm : null| [12:27:17:522]|[07-06-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[22]|:
Delete Departments
I am unable to delete departments. It says they are associated with another module but I have removed all associations
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