Endless AD import (with no results)
Hi, anyone else facing the same? AD import on SD+ 7508, Windows 2003 domain. The container on which the import should run shows nicely but then the Import Window stays on Connecting to ActiveDirectory Server... at 0%? And of course, not a single user is imported. Tried diefferent AD domain controller, different username for import, etc. Any ideas please? Thanks.
Default Request Template
I have tried rearranging the fields in the default template to what I would like them to be, if you edit a request they show up correctly to make selections but if you are looking at the actual request they display out of order. And suggestions would be awesome as it is driving my support guys crazy!
why does my domain name show up as an resource name?
hello! everytime i run a new asset scan, my domain name comes back as a resource. for example, the actual www.domain.com shows up as a resource name that cannot be scanned. ( (the actual domain controller shows up separately) any advice? i have deleted it multiple times from the asset inventory but it comes back and i get audited on this DB being accurate.
Solutions Not Showing Correctly
When you view a solution, it does not display like it does when you are editing the solution. If we use a bullet list, it shows it on the edit page but not if you just open it to look at it. The same thing applies to other things like the font style and even line spacing. Update: I have checked it in both IE and Firefox and they both show the pages in different ways than the edit page shows and they both are wrong in different ways. Items that should be bold may be bold in IE and not in Firefox,
Assets replace by others in a new scan
Hello, I'm trying ServiceDesk Plus Version : 7.5.0 Build Number : 7508 I have a problem when discover assets (computers) from my Active Directory, someones replace others. Thanks for your help.
Only the top business rule will run against my request
Hi, I have set up business rules to: 1) assign a request to a group based on the category and sub category 2) assign a priority to the request based on the category If I have rule 1 at the top it works fine and assigns the group but the priority is left blank If I have rule 2 at the top of the rules list, it assigns the correct priority but no group Can anyone ofeer some ideas please
Blank screen (again)
Hi, as I am unable to track solutions in the previously posted issues regarding blank screens, here's my problem... All by sudden, all users are presented with blank screen when they try to open SD+. SSO enabled, registry fixes applied, server in truested sites, deleted browser cache, etc. I have applied the latest update to ver. 7508 (just to be sure). Clients are IE6 with patches/SPs applied. Made a test on IE7 as well, same behaviour. Any ideas please? Thanks in advance.
ticket no longer available when searched after merge.
Hello! i keep posting to the wrong forum by accident! sorry. (this new forum is a bit tricky!) i've just spent about a half hour looking for a request that was put in by one of our users. Request id 11217. They swore they put it in, yet no one could locate it. (i'm an admin so i can see all tickets). after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. Turns out the ticket was merged with another ticket (11427). My question,
Attachments do not populate in Resolution area
Hi SD Plus tech, I was wondering if there was a way to add the attachment of a Solution in the Resolution area when using the "Search Solution" option, then "Copy to Resolution" feature. We use several instructions as attachments to solutions, but we find when we use the features described above the attachment does not populate the description area of the Resolution. Any hints you can give me? As you know when including screen shoots there are several step you have to take which can be a bit
Error during database restoring
There was a necessity for transition from MYSQL DB Server to MSSQL. In ServiceDesk 7508 (MYSQL) the backup copy has been made. Then the program has been completely reinstalled. During the installation was configured to connect to the new database server. ServiceDesk with the default database starts successfully, but when restoring data from a backup error occurred (see log below). ******************************************************************************** * Restore
Unable to assign technician, group, site when editing request
Hi, I have "Pick(ed) Up" various tickets in our system and the group got reset to -. I went into edit on these tickets but when I click on technician, group or site, the dropdown lists contain nothing. This happens in IE 7 and Firefox 2 and 3. Because the group is not set, various views that my team use will not see any of these tickets. The dropdown lists just say "Choose Technician", "Choose Group" etc but nothing is in the list. Regards,
Problem with Due Date Calculation
Hi, The due date calculation seems to be wrong when the timer is activated again after the original due date. Please see attached of the history for the due date calculation. Thanks, LT
Problems after conversion to MSSQL
We currently use build 7011 and a live and test system. Currently our live system uses MySql but we want to convert it to MSSQL. The test system was created for the purpose of testing the DBconversion. I installed our current build under MySql, restored the backup and everything was working perfectly (i did have to edit the restoredata.bat file to exclude the wordoccurences table using the "-Dsdp.restore.error.ignoretables=wordoccurrences" command, to resolve a different issue where the requests
Changing notes
Hi, if i create a note as private and later change it to public , it changes the creation date therefore messes up the sequence . Do you call this a Bug or a "Design Feature" Thanks
Attachments in solutions are not populated Resolution
When using the Search Solution option in the Resolution area, if there is an attachment within a solution that you choose to populate the Resolution, the attachment does not appear in the Resolution area. Anyone have any idea why this is happening and how it can be fixed? Mandy
Escalation by status
Hi was wondering if there is the ability to escalate on sla based on a custom status? We use complete as a closed status but now all tickets are being escalated as we do not mark tickets as closed. Anyway to add a filter to the escalation where we could select status in the dropdown and that way we could state where status not equal to "complete"? Thanks Bubbles
New Assets replace others
Hello, I'm trying ServiceDesk Plus 7.5 Version : 7.5.0 Build Number : 7508 I have a problem when discover assets from Active Directory. Multiple assets replace others Thanks for your help.
PO attached file error
Hello all, After attaching a PDF to a PO and saving wehn clicking the file link to view the PDF the server throws the following error.
Domain User Unable To Login
Hi, Today we had a user trying to login to a domain she was imported under. She has been able to login fine for some time but today her password was rejected. (she changed main windows login / active directory password recently but doesn't SD always check against the password in active directory?, in this case her new password was accepted by all pieces of software except the service desk) We reset her password and still no luck signing in to her domain in the sd, but strangely she can sign in under
Asset search results that return over 50 rows display incorrectly
When using the search box on the left-hand side with Asset selected, if the criteria you specify returns more than 50 results (which are then spread over 3 pages of 25 per page) then the display behaves oddly. The first 25 rows display normally, but clicking the next page button takes you to rows 26-50 which are in fact just the first 25 rows repeated. If you then click next page again and move to rows 51-75 you get different results as you would expect. I've tried other filters and Asset is
Unable to login to SD after AD Server Died
One of my AD servers had a hardware failure and was taken out of the farm. Since that happened, I get the username and/or password error and am unable to login. I have tried to login locally and follow some of the steps, however, it's still not working. Any suggestions?
Testing upgrade 7015 to 7507
Hi, I want to test the upgrade from 7015 to 7507 by taking a copy of the Service Desk Plus including SQL database, here is what I have done so far: Took a copy of the SQL database and restored it to another SQL server - simple Installed another instance of ServiceDesk Plus, same release as the original, on to another server and pointed it at the copy of the database. Took a backup of the settings from the first server using backupdata.bat and then ran restore.bat on the test server When
Servicedesk Won't start - caught in start loop,
Tray icon items greyed out for the few seconds it appears. Restarts itself over and over again after installation and cannot be manually started.
Remote Control
When trying to Remote Control a workstation, SDP starts trying to install the "agent controller", but always ends up with the error : FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,244,175,658,359. Any ideas ?
Lost data after server reboot
This weekend we rebooted our Servicedesk server. After the reboot I could not logon anymore. My collegue was able to login as technician but it seems we lost data of almost half a year! How is this possible? We are running the following: - Windows Server 2003 std - Servicedesk 7.5.0 Build 7500 - MYSQL database Any support is welcome, please help! Our helpdesk can not see the calls from the past half year..... Jeroen van Lieshout BTL Nederland B.V.
ad import of requestors failed
i tried to import some requestors from AD; however, a number of users failed to import. Is there a way to tell why some of they users failed to import while others worked successfully?
Some assets being detected as workstation
I’m currently evaluating ServiceDesk and have stumbled across a problem with the asset scanning. The problem is that once the scan has completed, there are a number of printers, routers and access points that have allocated to the Workstation group under IT Assets. Is there any way I can move these assets into the correct group? Thanks in advance.
Add Request Button doing nothing
Hi, Since we updated to 7507 some service desk users have reported being able to login, fill out a request template, but when hitting the button to submit nothing happens. Is this a known issue to be resolved in 7508? Regards, Mark
Requester Details Form Bugs
When I open request template, firstly my name isn't put into the requester details "Name" box in IE or Firefox. I am a technician and admin but my name should still appear here. Then when I click on name field, and click away again (without entering any details), the following things happen. In Internet Explorer Technician changes to Select Technician Group changes to Select Group Site changes to "" (Not a valid option) In Firefox The same happens except Site doesn't change to "" I notice the service
What is the best way to migrating from Version : 6.0.0 Build Number : 6015 to version : 7.5 build 7507?
What is the best way to migrating from Version : 6.0.0 Build Number : 6015 to version : 7.5 build 7507? I have backup data from version : 6.0.0 then I try to restore the data on version: 7.5 but it does not work I got error : at java.lang.Thread.run(Unknown Source) Unable to restore database : null Regards.
SDP Browser only working on server
Our SDP application can be run from a browser only on the SDP server itself. When I try to run it from a client PC it gives me the "Internet Explorer cannot display the web page" The only things that I changed was the SECPOL setting for AD pass-through as per forum notes "Send NTLMv2 response only" to "Send LM & NTLM -- use NTLMv2 session security if negotiated." I made this change on the server, but then changed it back again and rebooted. Now I can only run the SDP on the server itself. Any
Notifications sent to Technician Removed from Group
I have removed a technician from the "notify to" in the group but emails are still going to the person. Anyone have any ideas?
Logging a call via email - help required
Our service desk is confirured so that a requester can send an email to servicedesk@..... and it will then be automatically logged. However if the user has an attachment of another email included on the request, the attachment is logged instead of the original email.
Groups Notification
I removed a technician from the "Send notification to group technician when a new request is added to this group" but the tech is still getting all the notifications. Please help.
Requester Details Form bugs
When I open request template, firstly my name isn't put into the requester details "Name" box in IE or Firefox. I have all rights, technician, admin etc but my name should still appear here. Then when I click on name field, and click away again (without entering any details), the following things happen. In Internet Explorer Technician changes to Select Technician Group changes to Select Group Site changes to "" (Not a valid option) In Firefox The same happens except Site doesn't change to ""
Multi User Notification
I have a user is logs a particular call where others need to be notified too. The request does not need approval but needs to be sent to multiple users when logged. Can the servicedesk do this?
Associate a minor version of a suite of software
The company bought the license only one of the software" Adobe Creative Suite 3 Master Collection ". This soft contains a set of by-product of which here is the list. When I declare one of these by-products as being a minor version of "Adobe Creative CS3", ServiceDesk indicates 2 installed licenses, what is false. How can it be done?
Turning Technician into Requester
Hi, We need to change a number of our technicians back to simple requesters. Can you please tell me how I can do this without having to remove users as removing users would remove domain which isn't settable without another AD Import. Thanks, Mark
SQL Querys and dates and or Query setup
I am trying to query the requests database but no matter what I do I can not get it to give me the following results : I want all requests that were open on DATE X, that were created before DATE X for CUSTOMER Y. I have tried using the report builder and also the query builder. Neither provides the correct results. Using the query builder btw always gives the following error : java.lang.Exception: Syntax error : function LONGTODATE not closed properly! This is using the query copied straight out
problems forwarding html emails - <cr> being stripped
We have been forwarding some of the conversation emails to outside companies, and some of those companies are either not getting the emails , or the html is being corrupted. What we have found is that the <cr> at position 76/77 within the html part is being stripped by some mail servers , and this is then concatenating all the html code together into one single line. This can then become too big for some mail servers ( smtp RFC says 1000 chars per line) and they reject it , or they inject their own
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