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
I CANT CONNECT TO SERVUCE DESK FROM THE NETWORK
i cant connect to service desk from the network but i can connect to it when i am on the server. why is that and what can i do?
New PC
I have ran the Audit several times and it has not found my new pc i have on the network. Any ideas? Thanks
Firewall Ports
We currently have our firewalls disabled company wide. We are looking at removing that restrictions. I am having issues getting ServiceDesk plus to scan the computers after the firewall is enabled. Can anyone tell me what ports I need to open to allow ServiceDesk to scan these computers? Thanks
Unable to remote to workstations
There are some workstations that Manage Engine can't remote to, the error we receive is: Failure: Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,241,192,567,703. The workstations don't have a firewall enabled.
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
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
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
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
Completed time 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
Completed time 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
When reply to amessge, the chain of messages below get squeezed to one big text.
When we reply to a message in Service Plus 7.5, all the chain of emails below will squeeze to one big text below, so that no one can understand what is the chain of emails are.
High cpu and memory usage under asset audit history
I'm running servicedesk 7506 and the java vm gets stuck around 80 percent cpu usage attempting to generate an asset change audit. (click on the "assets" tab and the spinning progress icon sits forever. I'm thinking there might be race condition or otherwise causing this problem. Can you please advise?
Mysql-nt.exe keeps crashing
Hello All, SDP Version : 7.0.0 Build 7015 mysql-nt.exe on our SDP server keeps crashing today with this error code Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0019858a. This is what i see when i look at serverout.txt file. I've noticed the error below. I'm also attaching a support file for further help. [14:53:24:609]|[04-30-2009]|[com.adventnet.servicedesk.query.util.HdSelectQueryUtil]|[INFO]|[30]|: view Name is : MyOpen_Or_Unassigned|
Editing tickets
When I (or anyone for that matter) am in a ticket, is there a way to stop another person from editing? A few times I have been in and gone to close down a ticket that I know is completed, but it can be opened while I am in it and is assigned to other people...!! Is there a way to make tickets read-only? Is this planned at any of the updates?
Technicians fired
If we remove a technician, how will we then be able to access their closed tickets?
Auto-Assign tickets
For some reason when tickets come in through email they are coming in as unassigned. How can I make it assign someone automatically? This works from the web, but for some reason not through email.
High memory Utilization and many Process java.exe and cdm.exe
HI, I'm using SD 7. (build 7504) and I have some problems witch this two process (java.exe and cmd.exe). This process are running for more of 30 times each and use allmy server memory. How i can solve this issue?. Best regards, Pablo Vicencio.
Multiple Tickets are Generated for 1 email fetched
Hi, I'm Running SD+ 7022 on MSSQL, and use mail fetching for incoming emails that get converted to tickets by SD. A few months ago i noticed that for every email that was sent in, SD generates at least 5 tickets with different ticket ID's for each. I Urgently need some assistance and would like to know why this is happening. Thanks
Cannot access the website of SD
Dear all, I have problems accessing the website. In the beginning everything was working well. After running some report, the website "crashed" and was not available. Restarting the server and SQL server did not help. Can you please help me out? Thanks.
"ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist." Help!!!!
Hello, i'm from Argentina. I have a problem, when i scan a pc with Windows XP sp2 with Service Desk Software, this fail with the follow error: "ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist." If i disable the windows firewall, the scan is successful but i don't want disable by obviously secutrity problems. I was read some information about DCOM configuration but i don't make it work. Please, i need your help. Thanks.
Asset
Hello, I want to scan all of Assets via Servicedesk plus. I have create a Group Policy in Active Directory and I have place a logon script to run Scan_setup.vbs when a user logon. This works but its come up with an error message when a user logon on and says that this script required admin right to run. Any idea how to fixed this issues? Regards, Reaz
Removing unwanted fields and Renaming the ADDITIONAL FIELDS heading
hi, Please help me on how to remove unwanted fields and rename ADDITIONAL FIELDS heading . thanks in advance Linie
Incorrect number of Unassigned Tickets displayed in Home-screen
Hi, I'm running SD+ 7022 with MSSQL, a month ago, someone mistakenly rebooted the database server and when it came back up, the Home-screen had an unbelievably large number of unassigned tickets of 1301 (please see attached screen shot). And when i click on that figure to list the current unassigned tickets, it shows only 1 ticket, which is correct because at the moment of typing this post, we currently have only one unassigned ticket. It can be frustrating when i always have to explain to my boss
Report dates are wrong
Hey guys, I run reports weekly and i have found that when i modify filter options and select dates on the calendar, the date, in relation to day, are wrong. Example, 29th of April on Servicedesk is on Thursday, not a Wednesday where it should be. Any suggestions?
disabled AD domain-can't login as admin user
i accidentially disabled the public AD domain where all my SD+ admins sit in, including myself. now I cant login ad admin user anymore there seems to be no local admin, when searching for admin users with this method: http://forums.manageengine.com?ftid=49000002677421 i only get user who are in the disabled domain. In which table in the database can I flag the Domain to be public? i know the Domain ID. Thanks, Daniel
Service Desk crashing
Like a few of the folks here, our SD is crashing daily. We've noticed the Java.exe taking up quite a bit of the cpu/memory as well. Nothing else is on this server. Web session requested please. Thanks,
Service Desk Rebooting Randomly
We are having a problem with our Service Desk crashing at random. After it crashes it will unsuccessfully try to reboot itself and get stuck in a loop until I run the Shutdown ServiceDesk bat. Any help would be greatly appreciated. Please let me know what info is needed to help me troubleshoot. This is getting very frustrating.
Our servicedesk keeps crashing.
Our Servicedesk v7.5.0 doesn't work anymore. When we look in the eventlog from windows, we see the following errors: At the Applicationlog: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them At the Systemlog: The ManageEngine ServiceDesk Plus service terminated unexpectedly At first it's all works fine, but suddenly servicedesk keeps crashing. When we start run.bat we get the following error: Could not find U:\jndi.properties,
Wrong Unassigned Ticket Count in Homescreed
Hi, I'm currently running SD+ 7022 with MSSQL. A few months ago, after someone mistakenly rebooted the database server, the number of unassigned tickets displayed on the home screen is wrong, instead it shows an enormously large amount of unassigned tickets of 1301. (pls see image attached) I really cant understand why it would display such a figure on the home screen, but show only one unassigned ticket in detail when the figure "1301" is clicked. Pls i need help urgently. Thanks in Advance.
problems with the option of notifying
I have a problem with the option to notify when there is an open application, in the notify tab, there is an option to send a message to the technician, but when I send the message, It does not go to the mailbox of the Technician, which I specified before sending the mail, It goes to another. How can I configure this?
report of purchases by cost place
I'm trying to make a report of purchases sorted/grouped by cos place. But I can't find the cost-place field in the "table schema". So here's the question : How do I make a report of purchases with a totla by costplace (or by GL-code) with (if possible) a time frame (eg jan-apr 2009)
Removing drag and drop fields??
Hi there, I have a problem creating request templates..I created a drag and drop field called 'Category'...it didn't error, but now, the new field keeps getting mixed up with the actual Category field. How can I get rid of the field I created? All new templates I create fail to work properly because of this field. Many thanks, Charlie.
Refreshing AD Info
Is there a way to get AD to overwrite data? For example, when we first imported users, we had selected to import their Department, but not their site. Now though we want to import their site and not department. When I set this up and import, I see all the new Sites perfectly. However two things .. any sites we update leave behind the old Site name and the Departments are still in there. So is there a way to make SD import AD and not merge data but overwrite? Brendan
How do you remove/delete a site
I called for support last week and was told by "Jerry" that a tech would call me back in 30 minutes. I'm still waiting for that call back. My problem is that we have some sites that are now obsolete and I have created a new, valid site to move all the assets into. I have created all the necessary departments under the new site and moved all the assets and users to the new site and associated them with the correct departments within the new site. I can not remove or delete any of the old sites.
DNS mapping
i need my site in another state to be able to access the selfservice desk plus to submit tickets. How to i go about creating a url and mapping a dns?? Thanks!
Highlight Popup Text Overflow
Hi, In firefox 3.08 (not IE), when I hover my mouse over items in request view (used during meetings to quickly see details of a request), if the ticket contains a long sequence of characters without spaces like ###################################### 1. PROBLEM DESCRIPTION ###################################### then those long sequences overflow off the edge of the yellow popup. This is very distracting and thought you should know for the 7507 release. Regards, Mark
Problems using API to Add Request
I'm evaluating the ServiceDesk Plus product and for this I'm trying to add a request from our intranet. I'm using the file attached as a scrub of the form. From it I'm only filling text box's with: Subject = "Testing subject", Description = "Testing description" and Requester email = "peter@ourcompany.com" But I'm reciving this error: <operation> <operationstatus>Failure</operationstatus> <message>username cannot be empty</message> </operation> But if I fill username and password it says to me that
'null' is not null or not an object
Hello I am using SD+ 7.0.0 build 7015 I recent upgraded to IE7 since then, when I get the error 'null" is not null or not an object I get this whenever a "popup" window appears , e.g. reply on a request, about, etc.... the popup window stays blank thanks for your help.
No swedish characters after 7505
Hi, we upgraded from 7504 to 7505 because of the "wrong case showing"-bug. But now there is no swedish characters left. Alla characters are replaced with squares. It worked fine before the upgrade. What has happend, any suggestions? Thanks!
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