Test Upgrade from 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
Ticket viewing problem
Hi, We have a problem where suddenly another techinicians are able to view a ticket that is not assigned to him. We assign a ticket to some other techs. Is that possible? is there anything wrong with the setting? help pls. thanks
SD Plus Pingable Assets
I need some help understanding this product and how it functions in regards to 'scanning' 300 printers and various routers. Some printer assets do scan however none of the relevant information such as IP address are added into the SD system. This is a huge issue. How can I troubleshoot a product that my staff cannot even find the IP for? How do I rescan an pingable asset that has no IP address? How do I find the IP address of my access points when I have no place to put the IP address?
Requesters unable to log requests
Hi, When a requester click on the "Add request" button after filling out the request form the page hangs. They have refreshed the screen, but to no avail. Any ideas Thank you Thomas
Requester not getting email notifications
Hi, since support does not seem to answer emails in a timely maner. My service desk 7022 is not sending email notifications to the requester. The technitians are receiving the emails
UpdateManager -c does not interactively prompt for backup
I'm new to ServiceDesk and still in my 30-day trial, though we will likely go with the enterprise edition shortly. We installed the latest version (7506) initially and when setting up the mail servers realized we could not retrieve inbound messages using SSL with either POP or IMAP (a requirement in our organization). I was then hopeful to see that 7507 was released and provided secure POP and IMAP options. I ran UpdateManager.sh from an SSH session and received the "No X11 DISPLAY variable set"
Notices on demand closing are not sent
Notices on demand closing are not sent! All other notices are sent successfully! This creation, change, and other The decision can be in MySQL??? Forgive for my English It is a little reports of Windows Server 2000 SP4 En Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com. .\..\mysql\bin\mysqld-nt: Shutdown complete For more information, see Help and
Windows 2008 x64 and ServiceDesk Plus 7.5
The system can be installed in a Windows 2008 X64 enviroment ?
Workstation Scan Deletes Previous Workstation Scanned
I've just spent the last half-hour looking up workstations which for some reason weren't in my most recent scan (to see last user login, to flesh out another list). I'd go down the other list until I found a workstation where I didn't know who was using it, then cross-reference my asset list in SDP. Occasionally, the workstation wouldn't be in the SDP asset list either, so I'd do a Workstation scan (I could tell from the other list that the station was on). This would result in adding the workstation
Error when trying to save new role to an existing Technician
Hi, When I tried to add a new role to an existing Technician, I get the following error on my screen. Regards, LT
Email templates
Why do empty lines get removed from email templates after you save them.. I am trying to space out the line to improve the redability.. only after save, they all end up bunched together with no blank lines..
Problems with requests
When opening new requests or existing open requests it diverts to request number #17. We are currently around #50000. This issue has only started since we have upgraded from 7022 to 7500 and then to 7507. We use MS SQL 2005 for our database. It happens mainly in IE7, seems to work OK in Firefox. We have deleted all cookies and temporary internet files. It is happening on multiple workstations using Servicedesk. Anyone else experience this issue?
7507 - Request detail blank on Approval
Hello, We have an issue which happens sporadically. A user follows the link to the Approval Tab and sees no Request Detail. This occurs in IE6, 7, and 8. Difficult to reproduce, the user will see detail on one Approval and see no detail on the next.
Network scan fails
Folks, I am trying to run a network scan, and it selectively fails. My company uses 10.0.0.0/8 address space. All my systems are linux systems, no windows boxes, AD and other s(tuff)... The ServiceDesk Plus server is located on the subnet A (10.12.0.0), and has an IP address of 10.12.5.15. Scanning 10.12.0.0/16 works fine, and I could collect data for 10.12.10.0/24, 10.12.20.0/24, etc. But trying to scan subnet B 10.22.0.0/16 fails. I am getting the following error: /10.22.5.10 : No response received
Mail Fetching
Good Morning, We appear to be having a few issue with mail fetching - no emails are coming through. I've checked the mail settings and all are correct and the service says its running. However, any emails sent to our ServiceDesk email account are not being pulled in. We are having no issues sending emails. We are running SDP 7.5.0 Build 7507 Any help on this would be much appreciated. Kind Regards Sharlene
Mail Format Almost Unreadable
Greetings, all - Hoping someone has had some experience with this and can assist in getting my settings correctly tweaked. Just started using the email aspect of ServiceDesk, mostly to send new help tickets to an outsourced technician. Our company uses outsourced POP/SMTP for email (Mailtrust through RackSpace). When I call up the newly-created ticket, and use \Reply\EMail the Technician, it constructs an email with: -Requester, Category & Subject -a couple lines with text like "false" and "X-NONE"
Query Report shows numbers in Date fields...
Hi there, I have attached some pictures in order to help you out on this. 1. Go to Reports ( as Admin) 2. Reports by Requests 3. Requests by technician 4. Press Edit to edit the request 5. Add "Completed Time" from the available columns to the Display Columns 6. Click "Run Report" 7. Click on Show query on the report 8. Click "open with query editor" 9. Click Run Report without making any changes. ( query.jpg) 10. On the Created Time and Completed Time field numbers are shown..... ( printscreen.jpg)
Error when importing users from csv file
Hi, When i try to import a list of users (11) from a csv file i get the following error: Apache Tomcat/5.0.28 - Error report 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: Array index out of range: 36
org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Groups that are deleted still show up
I had a number of groups that were associated with a site that are not required. However, when i go to delete them in Admin > Groups, they are not there. The only groups i can see are groups that are not in any site. Where can i find these groups so i can remove them?
resolution notification emails
Is there anyway to stop this notification including a copy of the intial request in this email. As with the signatures our company uses, it can make it easy to miss the actual text which appears at the bottom of the email..
Assign Issues
Hi, Everytime I unassign an asset from a user the asset status changes however the user is still accosiated to the user? This is leading to confusion, please could you assist in ensuring that the user is removed from the asset shoud I change the status to 'In Stock' for example Kind Regards Neil
external MySQL Database server
Hello, i have some problems to set up an external MySQL database on a certain server. i've allready used the changeDBServer and succesfully tested the DB. The database "servicedesk" is succesfully created on the MYSQL DB (but without any tables.. just an empty DB). When now trying to start the server the error "Unable to start MySQL server on port 3306. Please free the port." occurs. How can i configure to use an external MySQL database. Another try was dumping the local mysql database und import
expand subject fields in solutions
I am trying to post solutions in service desk When I search for solutions, the subject field is too short. For instance, I have the subject line, "Move your Outlook data file to another location" but the field shows as "Move your Outlook da" Is there a way to mouse over and see a caption, or expand the subject field? build 7504 Thanks.
Problem/Change History (Property View)
I have noticed that the "By" field is always blank on the History tab when in Property view. Can we get this fixed please? Ver 7.5.0 build 7507
Approval Request Link
Hi all. When I click on the link generated for approval a request, I got this error: Apache Tomcat/5.0.28 - 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
org.apache.jsp.approval.Approve_jsp._jspService(Approve_jsp.java:491)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Single Sign-On Problem
Hi, I wonder if anyone else is experiencing the same behaviour like I do... ServiceDesk, Ent., 35 technicians, updated to latest version. AD authentication (+ SSO) activated and works for SOME technicians. For some of them it does not and they are presented with the "logon screen" (username, password, domain). IE 6 + SPs installed. Yes, I have cleaned the cache, checked the SSO settings in IE, added the ServiceDesk server to local intranet sites. Still the same. Any ideas please? Thanks in advance
User name or password is incorrect
Hello, All of a sudden no one can log on to SD+. I'm not sure if it was a network change or a software installation that caused it. It's version 7.0.0. Can someone help me reset the password? Thanks, Kelly
Backup Scheduling - Problems post 7506 upgrade.
It appears to be impossible to configure the Backup Scheduling following the 7506 or 07 upgrade. If I select 'today' I either get an error saying configuration was not saved or I get a date in August! This may be a date formatting issue.
error with "ae_scan.vbs" script
On some PC with WinXP SP3 the éxécution of the script "ae_scan.vbs" returns an error. See attachment. Have you an idea of the problem ?
email attachment is not showing up at servicedesk plus
If user sent an email with attachment it arrive only the email without the attachment? Any suggestion how to fix the SDP ? we are using v7507 Thanks
email attachment for ServiceDesk Plus + view issue
When viewing requests, I select multiple requests and click "edit requests". I get the window and I can change the group, subgroup, technician etc when I click save there are no changes to the jobs. If I do this same method to one job it works. There seems to be a problem when doing it to multiple. The Other issue is when staff sent an email with attachment Adventnet receives the email without any attachment. Any suggestion how to fix these two issue? user Service Desk Plus 7507 Thanks
Reports - "Edit" Option
Inside the "Reports" tab, we can choose any of the pre-defined reports (e.g. "Reports by all requests" -> "Requests by Technician"). However, we found out that only SDAdmin will show up the "Edit" option to customize the report (e.g. select columns to display, filter options, etc). Technicians with other Roles do not have such "Edit" option - even they have Full Controls to Reports. Anybody knows what's wrong? Thanks. Stephen Au
ITIL and Helpdesk
Hi guys, Have been trying to align the helpdesk with ITIL practice and process should be that once the incident is resolved the SLA has been met however the resovled status does not timestamp the databse and when incident is flagged as complete the timestamp is overwritten with the time ticket was closed. Between the time the issue is resolved and closed does contain several tasks (verify that customer is satisfied with resolution, ensure knowledge base was updated, create ticket for changemanagement
7507 issues
Hi All, The problem we are having is when trying to open a new request or existing open request it diverts to the request number #17, we are currently up to #50000. This happens in IE7. We have deleted all cookies and Temporary internet files and this makes no difference. If you copy the link from IE 7 and paste it into Firefox then it opens the correct request. This problem occurs on multiple PC's running Servicedesk plus. Anyone else having this issue?
ae_scan.vbs running but not posting info to database
Hello, we are running version SDP 7.5.0 Build 7507. We have run the ae_scan.vbs script on several PCs. It runs fine and finishes with no errors, but the asset does not get created in SDP. We can get to the server portal/web page from that same workstation so we know there is not a communication issue. What are some troubleshooting steps to help us determine why the workstation is not communicating with the server database? Joe Zimmerman
Service Desk Returning Blank Page
Hi, Today I have a problem where nobody that uses the service desk can login. The service desk immediately returns a white page trying to access the main page (even when loading from locahost). I had this issue before but removing the SESSIONID cookie solved it. Now each time I visit the SD this cookie gets created (indicating something is happening) but again, a pure white page is shown with no html. Its like the SD is having trouble somewhere and just returns nothing instead of an error. We are
Request Asset set to NONE
Right now we have an issue where each time a user submits an email request, the request is created in the system with the requester's first asset attached to the request. As you see in this screenshot: We would like it for the Asset to be set to NONE as a default as we use it to attribute requests that are specific to an asset. Is there a way to do this now? Thanks.
ServiceDesk start failure after 7022 migration
hi, We are currently running version 6015 with a MS SQL 2000 (with latest service packs) backend. I have tried migrating from 6015 to version 7000 and all is working fine. When I try migrating from 7000 to version 7022, ServiceDesk splash screen appears and the message bar goes through to "Application Layer Started" but then continues to load with dots eventually replacing the message bar area (the blue loading status bar does not get to the end of the splash screen window). I do not see any errors
Assets section
In assets section I try to change information about tha asset. When I assign the workstation or any other hardware asset to my Site, I receive the success massage, but nothing changes. I don't want to assign the asset to department but the person. How can I do it? I HAVE to assign hardware to users not to departments. HELP!!!
Assets
Hi all, If we assign assets to the requesters, how many assets can be shown on the request page? because I assigned more than 10 assets to one requesters, but only 8 showed up. any idea? thanks
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