AD Integration - does not work while passing from local pC to server
Hi, I did AD integration on the SD installed locally on the PC integrated in our corporate AD / Web . It worked OK. Then I transferred the data base to the host so they can update the base on the SD installed on the server. Then it did not work. The user name and domain are recognized automatically - but when entering password : the message says 'Unknown user or password'. Then I tried the integration directly from the server : after entering the same as locally : Domain, Controller and
Hardships&malfunctions
From my point of view a few things should be fixed/added ASAP. - Option Fetch OU's from Active Directory Again doesn't work properly - Consumable Management still not present in DSP 7.5 :-( - Only administrator can add new vendor. I have no idea why?
scan asset management using WMI
I have a problem when audit using ae_scan.vbs , at the time of audit data on the PC A, data onPC B disappears and in inverse. it only happened on the twice PC . the other pc is running at normal audit, in the other PC running normally at the time of the audit
Access over the internet
I´d like to know if there is the possibility to run the software hosted in a Webserver over the internet not locally, I have installed the Enterprise Edition (trial version) in my webserver. My webserver has IIS 6 and ISA server installed. SD+ responde in http://127.0.0.1:8080 What can I do?
ServiceDesk not responding. PLEASE HELP!!!
This morning our ServiceDesk Software is becoming unresponsive. Multiple times we have restarted the server with no success. We finally had our SQL admin check out the backend SQL 2005 database, and he found this statement blocking other statements. He cleared the statement, but another one came back with a different resource name. The symptoms start with not being able to access the assets tab, and then spread to the whole program becoming unresponsive. We are on 7.505 and dead in the water....Please
New Request Contact Number
When a new request is created, there is space for a contact number, however one can't edit the contact number? It will only pull in the contact number and name from our active directory. How can we set it up so that we can edit the contact number?
which directory should be copied for attachments?
Hello, can you please tell me what the default directory is currently for the file attachments? The reason for my asking is that we are doing mock Disaster Recovery drills and found that when we attach to our database server from our DR site, attachments are missing since they are stored on the applicaiton server. however, for on reason or another i seem to have file attachments that appear to be fresh in both of these folders: D:\ServiceDesk\fileAttachments\Request D:\ServiceDesk\bin\Attachments
Associating a technician with a domain
I need to be able to associate a technician with a domain when I create the technician manually. At the moment, it seems to only associate a domain if you do an AD import and then convert a requestor to a technician. Also, can someone explain to me the difference\benefits of using LDAP authentication rather than AD import and then passthru? Thanks, DS
Mails suddenly not displayed anymore
Hi, I have a request for which I have had e-mail correspondence with several collegues. This correspondence used to be visible. Suddenly, the whole correspondence is gone. See attachment for screenprint. Please note that the http status message is part of the request, it's not an error message generated by ServiceDesk. Also, when I want to check what happened and consult the history tab, nothing shows. See attachment. Is this a known bug/issue? Is there a workaround available? This problem only
unable to add a request after installing build 7508
We hav the version 7.5, after installing the build 7508 from build 7504, the users can not add a request......can you help me please
Requester - additional fields - upload
Hi, I added maximum (12 ) additional text fields to REQUESTER and then tried to upload data from a .csv file. Unfortunately, there are only first 6 that are uploaded, the other 6 remain empty. If I fill them manually record by record - it is saved. Is there any limit for the number of additional fields ? Thank you for your help, Hanna.
Administrator account no longer works
I seem to have overwritten the builtin administrator account when i imported AD the next time i went to log on it now logs me on as the domain administrator and not the builtin one, this wouldnt be a problem but i did not set any admin things up for the domain admin account. Is there a way to either remove the domain admin account so the builtin one is still there or maybe elivate the domain admin to the builtin one?
Requester - upload of max additional fields from .csv
Hi, I added max ( 12) text fields to requester and tried to upload the data from a .csv file. Unfortunately, there are only first 6 which are uploaded, the other 6 remained empty. I tried then to upload only one 7th more, it is still empty. Is there any limit of additional fields ? Thank you for your help, Hanna.
Backup do not stop
Hi! My backup job do not stop if i have disable a sheduling! I recieved email: Critical : Error while invoking backup ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.FileNotFoundException: D:\AdventNet\ME\ServiceDesk\backup\backup_info.xml (The system cannot find the file specified) at java.io.FileInputStream.open(Native
Difference Between Business Change and Change Management?
Difference Between Business Change and Change Management?
Password logon for email request
Hello, when a user send an email to the servicedesk@domain.com how he can get or reset the password to log-on to the web ?? The system creates the request account as local account (not AD domain in the system) Regards.
Approval Link
The other day I changed some verbiage in our "Notify for Approval" notification. Now the link to the approval screen is not working. The verbiage says "click here", with the word "here" being the hyperlink. For this hyperlink, I used $ApprovalLink. Apparently that isn't working. Please help me understand what coding I need to use in the properties of the hyperlink in order for the notification to include a proper hyperlink for my users to be abel to get to the approval screen. Thanks- Marc
Approval Link
The other day I change some verbiage in our "Notifying for Approval" notification, subsequently the hyperlin for the approval link is no longer working. Oddly enough, I don't find anything in the list that indicates what coding is associated with the approval link. The verbiage includes "click here" with the word "here" being the hyperlink. I used $ApprovalLink in the properties of the hyperlink, but that is resulting in Tomcat errors. Please help me understand what coding I need to use in the
filter on request template
Hello, how can I apply a filter on request template to allow requester to use only some template? Thanks Maso
AD-Import
Since using Version 7.508 we can't import requesters from the AD. Having a Windows 2003 Domaincontroller (it was working before the update). Now- if we start the import manually it looks like it is working but there's no end in sight (for hours - until you cancel that operations). If we try to fetch the OUs from Active Directoy again, we get the message "Exception occured while enumerating Oraganizational Units". It doesn't change anything with a different user or domaincontroller. Thx for your help,
Edit Request
When we select a ticket and click the Edit Request button we get a new window that states Apacher Tomcat/5.0.25 - Error Report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.common.FieldDetail.getPosition(FieldDetail.java:296) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:445) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:443)
Requester is unable to view Request - Additional Filelds after submitting the request.
Hi, I was checking the demo software of SD Plus on http://itildemo.servicedeskplus.com/AdminHome.do & tried adding some additional Fields for requests. After adding the fields, I logged in as requestor & could view the additional fileds in the request. But after I submitted the request, the values of additional fileds was shown as Unassigned. Is that I am missing on something. Regards MG
Modified Request Template
Hi, I'm trying to modifysome additional templates that I have created but every time I ry to add a field or change the layout, only some of the changes are saved. Have tried starting from new and for some reason my chaqges don't save even though I select "save" and then "Finish"? Any help appreciated. Thanks, Stephen
Mdodified Request template
Hi there, I'm trying to modify some additional request templates but everytime I add fields or change fields, only some of the changes are saved and some fields don't even stay on the new template? Have tried creating from scratch but this doesn't make a difference? Any help is appreciated. Thanks
Server 2008 environment support
Can you tell me if a full Microsoft 2008 AD environment is supported on v7.0.0 build 7022? We are having trouble importing the requesters from AD since fully upgrading and shutting off all server 2003. Thanks.
Custom views per Site?
Hi, Is it possible to setup custom views per site? Technicians in each Site can see all views created! How can we deal with that? Greating, Ferry Pranger, NL.
Apple Macs
Hi All I am trying to add Macs to my Service desk and am stuck, any ideas?
Purchase Order Module - V7507
What happened here? You have taken a semi-working module and just tossed it into a blender, presenting us with whatever came out of said blender. 1. Email Vendor/owner - used to attach a PDF file to the email that would be sent out. Nice and clean. Most of everything was there. Now? Switched over to inline HTML. WHY? It does NOT work any better. Case in point. When you open the email it shows the PO nicely formatted and with the company logo. here's where the problems start. Firstly,
scan and update error
hI, When I open an asset and start rescan workstation... its give an error How can I update my assets ? FAILURE :Database exception while updating Workstation. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,245,826,943,104. THANKS! HARRY
why do tickets assigned to groups show as unassigned?
Hello~! when my techs look at the default view of "unassigned" tickets, ones that are already assigned to other groups show up. is this supposed to happen or do i have a configuration problem? thank you, Linda
Reply requested email to close Ticket
How can I setup a business rule to closed the ticket when a user reply their request with Closed in the description? Apparently, business rule don't like this.
Problems loging into the service desk using
We are having the issue that when I use the alias URL feature, I changed it to Servicedesk.<Domain>.local and we set that address with DNS as well. Now when we use the original server name <Servername>:8080 you are able to log in with no problems with IE but, but when a user uses the Servicedesk.<Domain>.local:8080 they are prompted with a winodws log in prompt first before getting to the ServiceDesk Plus site (using Internet Explorer). If they put in JUST thier user name and password (from Active
After update from 7507 to 7508 view request crash
Dears, Some one have sucessful update process from 7507 to 7508 update. After we did it some request view result in the following: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: Error during query: Unexpected Exception: java.lang.ArrayIndexOutOfBoundsException message given: 13616
Nested Stack Trace:
** BEGIN NESTED EXCEPTION
Escalation do not work
I have define in an SLA if some request is not resolved say in 2 minutes it should escalate to a Technician say Heather Graham.............. But it does not work.........can any one help. Thanks in Advance
Task(s) start and end times do not show accurate minutes
On a task, when I click on the date chooser of any of the date/time fields it will select the current date. The problem is that it doesn't always show the minutes accurately. Sometimes it will default to 00 and other times it will show the closest 5 minute increment. This is an issue when a user started the task at the 55th minute yet it shows 00. I know as a work around the user can select the minutes, but I hope the next update will have this fixed.
Spam filter Settings
Hi to all, I had some problems with e-mail configuration, until the point that now is not possible to enter the email configuration window, the administration main screen remains "loading window" and loads nothing at the end. Could you please give me the table names of Spam Filter Settings to modify it manually with MSSQL? Could you please help me with this issue? it's really hard to work in this situation! Thanks a lot for your support Regards, 9jsuarez
Problems editing request after 7508 hotfix
Is there any resolution to the following problem I am experiencing? HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.common.FieldDetail.getPosition(FieldDetail.java:296) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:445) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:443) java.util.Arrays.mergeSort(Unknown
error when updating
I want to test the upgrade from 7000 by taking a copy of the Service Desk Plus including Mysql database. I installed servicepack AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_22_1.ppm. When I run run.bat here is the error I get, I would appreciate it if anyone could shed some light on the issue for me as it is starting to cause me some pain. The logs do not provide any useful information. Thank you C:\AdventNet\ME\ServiceDesk\bin>run.bat ===============================================================================
Categories
Hi, Perhaps I am being stupid but I cannot see where to make a category inactive. Please could you advise. I am running version 7508. Thanks, Simon
ManageEngine getting slow....
Since upgrading from 7018 to 7506 about a month ago we have noticed ManageEngine getting slower and less responsive. We're using MySQL as the database engine and have around 12 technicians and approaching 8500 calls. Currently when a user clicks on a call in the request tab it takes around 8 seconds to load. I've seen a couple of comments about tuning the database, are there any instructions on how/what to do this? Cheers, THR
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