Remove an unused site from list
We have a Site listed that we would like to remove. When I try to delete it, I get "FAILURE :OLDSITE Site is being used by a module. Hence cannot delete it." Is there any way to determine where it is being used and remove that dependency. Or, is there a way to hide the Site from the dropdown menus so that it is no longer seen by the Technicians?
HTTP 200 Ok and nothing
20.05.2009 server was start, but on http browser code 200 Ok and nothing. No picture, no login,password field - blank screen, no error. I restart server, but it doesnt help. restore from backup not help. I type telnet <server_ip> 80 on command line -- GET <Enter> <Enter> it must give error, but nothing, then I type GET / HTTP/1.0 <Enter> <Enter> and give a lot of http teg. I whant to see start screen. What I do wrong?
Public Pages
I know that my solutions page in Service Desk can be viewed without users having to log in. Is there a way to make my New Request Templates accessible in the same way? Thanks John
Missing work logs in Requets, Problems and Changes for build 7018.
I have had a few of my tech's inform me that they have entered Work logs into Requests, Problems and Changes and when they revisit them later, they are gone with no trace of them ever being there. I have also had information saying that they have related a Change to a Problem and when they revisit, the relationship has gone, the Change still exists but it is no longer related to the Problem. We are about to go to 7.5 but it is a few weeks from completion so I am concerned at this issue.
Can you change the name of a custom report once it has been created?
Simple request but we can't see how you can change it? For example we called the report: "Show user access" - but now we want to call it "Show user access of websites" can I change the name of the report we out redoing the whole thing again? Many thanks John
After Service Pack update 7507, custom fields no longer show data.
After installing service pack 7507, custom fields in the request no longer show the data contained in them. I have quite a few custom fields and all fail to show the recorded data. Need help to get my data re-populated into those fields.
AUDIT FAILURE: "Windows Scan", "Network Scan", "ae_scan.vbs"
I have been having issues getting completed Audit Scans on approx 800 discovered assets. I have tried using Windows and Network Scans from the ServiceDesk application, as well as running the "ae_scan.vbs" from login script. The best results I have recieved have been only a half of the assets discovered. I have also tried running the "scan_setup" and "wmi_port_setup" VB scripts with NO luck. Even with the firewall completely OFF, it still will not scan from server or from "ae_scan.vbs". I am at wits
Problem after upgrade Service Desk 7506 to 7507
I created “types of demand” in the version 7021 with the information below, which aim at categorizing the demands of the co-workers. I made the updates in version 7022, then 7500 and 7506 without any losses of information. In version 7506 After upgrade to version 7507. Maintaining all the requests saw their fields "Types of demands" reset. The deinstallation of ServiceDesk 7507 to return in version 7506 does not work? Please correct these bugs
Close Request Link
This link does not work for us, even when I put it directly into the browser..
CVS import does not work on 7506
Not a very clear error message, I do not know what to change , please advice
Technicians Slots
I have problems with knowing how many free slots we have currently in the system. Is there anyway that i can look for it around servicedesk? thanks
Error Saving Backup Schedule
Hello, its not possible for me to save a backup schedule. What can i do? kind regards Stefan S
Unable to save backup schedule
Hello, is there anything i can do?
Sorting Requester
Hi all, i'm just wondering about soring the requesters. When you go and assign asset to a requesters, the requester on the list is not sorted from A - Z instead it's a mess. Is there any settings that i can change to make it easier to find a requesters?
I cannot connect to SDPlus
I've just installed SDPlus on a WindowsXP and it works properly from localhost but I cannot connect from another PC. Do I need to install something else in addition to SDPlus, e.g. Microsoft IIS? If not what WEB server SDPlus uses and hot to verify it is properly working? Thank you
SLA versus Request...not operate??
Hi I downloaded and installed serviceplus for linux three days ago. I defined site, department, technicians, contracts and sla with escalatement The escalate was enabled.... I created a incident, this incident was associated to the SLA....I was happpy....but I watited all day for the escaladment...this not ocurred... Does SLA is operating in enterprise version?
Login Details
i set my helpdesk to email the users with the login information. and it isnt working, it will e-mail me when there is a new request but it wont email the users on how to login.
Users can't login
I use the free version of ServiceDesk plus since I am the only IT Person on staff and only support 25 users. I added all my users by importing their information from the Active Directory. Some of my users are unable to login to check on their tickets they submit via email while others have no problem. Any ideas on why some users are unable to login?
Service Desk emails routinely wind up in Junk Folder in Outlook 2003/2007
Does anyone know of a way to create a blanket way to force mail from the Service Desk system to NOT go into the Junk email folder in Outlook? even by "right clicking" and marking as "not Junk" these still wind up in the junk filter. my network admins here are telling me it a service desk issue (*sigh - they always say that....). is anyone else having this issue? p.s. sorry for the duplicate post as i get used to the new forum - this wound up in "feature request" originally
Active Directory authentication
I have a new install, it's the current release. I'm trying to activate AD authentication and get the following error when I do: FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for atleast one of the Public Domains. Everything looks ok that I can think of, can you give me more info about this error? It's Server 2008, current updates, 32bit on Hyper-V virtual hardware drivers. Jim Tall, John's Island Club jtall@johnsislandclub.org
Is there a way to change the starting number for change control
We are about to start using the change control feature of SD Plus but need to change the starting id number from 1 to 4500. We have been using a different process for change control and do not want duplicate change numbers. ie we don't want to start at 1 since we already have 4400 changes, we need the id number to start at 4500 Can this be done? Thanks.
Priority is showing up twice but only for 2, 3 & 4
After an upgrade, Priority 2, 3 & 4 are showing as up as twice in the column 2 - System or servic ... 2 - System or service functionality reduced 3 - Low impact probl ... 3 - Low impact problem 4 - Change configura ... 4 - Change configuration how do we get rid of this duplication?
Assets
If you mark an asset as disposed, does this still take up a asset license?
Update call logs via email
On the previous version we used, we were able to send an email to the servicedesk but with "##Call Reference Number##" at the beginning of the subject line. However with our new version that function doesn't seem to work anymore. Name : Zach Sheppard Email : zach@lonutd.co.uk Phone : 0208 400 6681 Database : MYSQL Convenient Time to Contact With Time Zone : between 8am - 5pm GMT Time Build Number : 7.5.0 Build 7506 Additional Comments : The function was working on previous versions but now isn't
Technician Looses Login when associated to group
Hi there, I will try to reproduce the steps for that problem. 1. Do an AD Import. 2. After the import select someone from the requesters and promote him to technician 3.Till that spot there is no Goup available to associate. 4. Go down and select a role for the technician 5. Save without associating him to a group. 6. Go back to the Technicians List and check that the technician still has his Login credential and his DOMAIN name. 7. Open the technician and associate him with a group. 8. Press
AD Import issue
I have noted that when I am importing requesters, the system is mistakenly importing users from an OU that I did not select. As an example, I have a container called "IT", with a sub-container called "admin". I selected IT, which automatically selects admin...I then unselected admin and performed an import. The admin container is imported anyway, despite being explicitly unselected. It seems that everything works fine if the root container is *not* selected, and sub-containers are. When the
Business Rules stop working after upgarde to 7506
I had a set of business rules to assign inbound emails from our BKExec-Servers to Admins to check on a daily basis. Since our database and product were updated to 7506 none of my busniess rules works anymore. I have made sure only the default rules are in place (none for sites/companies) and also recreated them. example rule Criterium: name of requester is "stg-backup.tbwa-ger.de" (also tried with email-address!) open set type (service request) set cat (network) set subcat (backup) set
Requests have disappeared after importing requesters from Active Directory
After removing a few duplicate requester and running the AD import one of the users no longer can see any of his past or current request. They are still there but apparently not connected to his account. Is there anyway to fix this? Thanks
Removing inactive requesters
Hi all, Is there anyway that we can look up the requester last logins time? so it's easier for us to see which requester are active and which one is not? somebody? thanks
error upgrade 7022 to 7005
Problem during installation of patch java.sql.SQLException: null, message from server: "Cannot add or update a child row: a foreign key constraint fails"
mysql-nt.exe keeps crashing
Hello all, SDP Version : 7.0.0 Build 7015mysql-nt.exe keeps crashing today with an error code of Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0019858a. I have checked serverout.txt for more info and was able to come across this bit of information hopefully this helps you. [14:53:24:609]|[04-30-2009]|[com.adventnet.servicedesk.query.util.HdSelectQueryUtil]|[INFO]|[30]|: view Name is : MyOpen_Or_Unassigned| [14:53:29:421]|[04-30-2009]|[SYSOUT]|[INFO]|[30]|:
Unable to Open the MySQL Port
Hi there, I was trying to install Service Desk Plus on RHEL 5 . After installing and configuring it and when i started it its gives me an error "Unable to start MySQL Server on port 3306 . Please free the port " I already the check the port and configured with "changeDBServer.sh" Its shows the Connection Established with the port 3306 and when i restart the server it gives me the above error which i mentioned Kindly suggest me what is this error and how can i rectify it Regards, Ausaf
Email is not being fetched
Hello, Unknown to me for about a week, none of the emails going to our support address are being fetched by SD+. I am not 100% sure but it seems to have coincided with a SP1 install on our Exchange 2007 box. This SP1 install failed and caused some grief but was rectified. However, in the meantime it has broke the fetching for SD+. I am getting the following message when I try to make any changes to the Mail Server settings: FAILURE :Email Settings saved successfully. But error occured while trying
Optimize the Remote Desktop feature
The Remote Desktop feature within the new version of ME works, but has the following drawbacks: 1) It's slow 2) The agent doesn't install or takes long to install 3) There is no button for Ctrl+Alt+Del, I think it's the 3 dotted icon but it is greyed out Is there a way to optimize Remote Desktop? 1) Can we proactively install the agent on all our workstations so that we don't have to wait for it to install each time we connect? 2) How do we enable the Ctrl+Alt+Del feature? 3) Is there way
Translation in Italian
Hello , we are deciding to buy your product but we are very surprised in localizing in italian . Not all forms are translated good , some are not translated , also notification forms are not customizable for language. Is there a way to translate by ourselves or you have to fix it ? It's very important for us to have correct translation for the end user. thank you for your reply. Best regards Angelo
Solutions template under notifications
Hi, I am getting an error with the content variable $SolutionLink under Customize template for Solutions. When an email is sent out be the system it includes the URL configured in (Admin -> Self-Service Portal Setting -> Alias URL) twice, the link ends up looking like this: http://ManageEngineSite.com/http://ManageEngineSite.com/AddSolution.do?solID=901 where it should be http://ManageEngineSite.com/AddSolution.do?solID=901 I recently updated the Alias URL. Anyone seen this before? Adventnet
Importing Requestors
Hi All, We have two domains. I want to scan computers in both domains but only import users from one of them. I believe this was working in prior versions, but in 7506 I can't see to make this happen; Users are being imported from both domains. Any advice? Thanks, James
Version 7506 isn't seeing a "white box" with Scan
We have about 45 PCs that we built in house ("white box"). They don't have a brand name but they all have unique MAC addresses, IP addresses, device name, etc even the Help Desk can see this when we scan the individual PC. But when we scan the next "white box" it replaces the information that device. Essentially, Help Desk only lets us keep the information for one PC. Every other PC is fine, whether it's an HP or a Dell or a Vaio - just these "white boxes". BUILD 7506
Problem / Change Management Module
We are still in the evaluation portion of testing this product. I have already brought up the fact that an ongoing change blocks out the entire time span on the calendar. This is unacceptable if you have a change once a week but the entire time is blocked out. I have also found that putting a closed date on a problem does not change the status of the problem to closed. The problem remains open and in the problem list. Not only do you have to change the problem to closed but you also have to
Completed time not shown for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
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