MySQL error in event manager, causing SD7 7001 to crash
Hello, I am having the same problem with ServiceDesk7 build 7001. Our system was crashing before on a Virtual Machine, then after speaking with support, we migrated to a dedicated machine. I know our system resources on our new server are more than sufficent. Servicedesk is the only software running on the server. the server is Windows 2003 Server SP1. I get the MySQL.Time_Zone_Leap_Second warning in application log. The time and date stamp is congruent to when the servicedesk is running slow or
Service Desk Wont run after installation
I installed the service desk plus 7 but I could not view anything on the client interface. when I try to start the service, a command prompt appears for a while and then shuts down. I don't know hwat else to do. I am running kasperspky antivirus on my system, ISA acceleration server 2000 and MS SQL 2005 Express edition. I'll appreciate any help you can render. thanks
Problem adding vendor
Hello, I'm using SDP 7.0.0 Build 7.0.0.9 German on Windows an connect with IE7 or Firefox 2. The "add new vendor" Button in the "add new contract" mask doesn't work. Adding a new vendor through admin page or add new purchase order works. IE7 shows the error message Row: 1006 Character: 1 Error: object expected Code: 0 URL: http://server:8080/ContractDef.do
Unablet to access SD+ after upgrade to v7 and pass trough
Hi, I had version 6 upgraded to v 7 as per other posts. V7 was upgraded to 7009. Everything worked fine until turning on pass trough authentication. After that I am not able to access SD web page. The port is open and listens on port 80. Can I turn off pass trough from database or config files? Does anybody have any suggestions how to troubleshoot what is going on? Thank you.
Service Pack - Link mistyped ?
I went to download the latest service packs of SDP and when I click on the arrow-down of " Migrate from Build 6000, 6001, ... 6014 to Build 6015" it appears 36 and when I click on the word "hotfix" it appears the file called 37 ? Well forgive me if already exist some topic talking about this, yes I've used the search but didn't find any! My question is: the latest is the 37 ? And the 36? There's some problem on installing it ? thanks
Network/Local Scan Troubleshooting
I can't scan any computer on the network, even if I'm locally on the machine. No firewall blocking any port. No Script or any other Antivirus Blocking anything. - Is there any local agent that scans the system, and then can be imported by the SD+? -Can we have a list of trouble shooting steps for scanning network?
Erro on creat a new Custom Report
Matrix Reports --> TimeSpent Problem comes from Summarize column by: Sum of Amount FAILURE :Unable to execute report : Errors were encountered when compiling report expressions class file: 1. com.adventnet.servicedesk.helpdesk.reports.utils.DoubleFormat cannot be resolved to a type value = (java.lang.Double)(com.adventnet.servicedesk.helpdesk.reports.utils.DoubleFormat.formatD(((java.lang.Double)variable_summary_column.getValue()),2,2)); <----------------------------------------------------------->
new request copies information from previous request
We are using SDP 7.0.0 Build 7004. When clicking the New Request button, instead of showing the form to create a new request we see information from a previously opened request. I was being shown a request I had closed out, but it was displaying as if it was still open. We've just started testing the software in earnest today and I've seen this twice with the first three tickets I've opened. The first time I cleared my Internet cache and was then able to open the new ticket. The second time I did
Additional departments appearing
My departments list appears to be gaining a few hundred "Manchester" entries. Deleting these is a little tedious so I need to find out where they're coming from, and what action I need to take to prevent them from appearing. Also, why multiple entries for identical spellings?
Error configuring mail server in SD7
Hello, I would appreciate some help please. I have configured a completely new email account for Servicedesk 7 and checked that it works using outlook. (We are using Exchange 2003). On inputting the mail server settings in servicedesk I receive the following error message: "FAILURE: Email settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox" Thanks in advance
Unable to add new workstation - or remove old ones!
All, I'm testing out ServiceDesk Plus with a view to buying it, but I have a problem; I am attempting to add a new machine to the Asset tracking component of the system, but keep being told that I'm already using my twenty five assets. However, when I run searches for assets, nothing appears! Under unassigned workstations in the assets tab, it says there are 25 workstations unassigned, but when I click the 25 none are listed, even if I set Type, State and Domain to all. Help!
Can't delete a department - In use
I want to delete a department from SD+, but I get an error reading: FAILURE :Department is being used by a module. Hence cannot delete it. Is there a way I can find out where it is being used, so that I can delete it?
About SDP SLA
hi, I just wonder how SLA works in SDP. I create a rules in SLA but it seem's that there is no pending request on me althought i see it in over due. How does ot works? Is this only work as notification thru email to a technician? Thanks.
Active Directory Import
I am having trouble importing users via Active Directory. It appears that SOME folders in AD are not visible through the import wizard, while others are. I am able to import userrs perfectly for the folders that are visible, but can't seem to figure out how to get the other folders to show up! Does anyone have any ideas?
Update Requests via Email
Does the Service desk software support updating request via email? It would seem that a sender / subject match would cause the request to automatically update the request instead of creating a new request.
IMAP Disabled
Support: Our SDP v7 Enterprise Edition is using MS Exchange with SMTP enabled but POP/IMAP disabled due to security policies. Can you give me what features do I lose with this setup? If there is a workaround for a POP/IMAP disabled Exchange server please let me know. I have been requesting webex for quite anumber of days now as I also have some security concerns on the scanning. MON AGUILAR
Adding Requests Directly Into Database
Hi, Out IT group was wondering if it is possible to add requests directly through an ODBC connection into the MySql ServiceDesk. We have been using email and have played with a web application sending an email using business rules but we feel creating our own small web application for users to send tickets to our helpdesk is the best solution. This requires us to insert requests directly into the database to get a maximum flexibility. Any help would be appreciated. Both with schema help and with
Mandatory group & quick edit
Hi, I've setup SD+ (6013) to have mandatory group. It's working fine when we try to edit requests, but we can "quick edit" them to "No group" (I'm using Firefox if it's related). Thanks
No scheduled AD import?
Hi, Since you've got rid of memory bug of AD import, I've setup scheduled import but it doesn't seem to work at all ... (I manually delete a requester account, the schedule is to import every "1 day", 2 days later the requester account is not back in, but if I manually import without changing anything, the account is back.) Regards, bsod
AD Import
I am also having a problem with AD import, where some of my OUs do not appear for import. I have attached a couple of screenshots where you can see that some OUs (those under overground\computers and overground\users) are not visible. Any ideas?
user can't change WorkOrder status
so from the begin. first: user makes a workorder from the webclient. workorder have status "Open" second: specialist have done work and from webclient change status to "Resolved" third: user says "Yeah! This job was done." and trying to close work order, but in his webform there is no button to close this workorder or change status from "Resolved" to "Closed" Where is the magic button that given user rights to close this workorder by user myself?
Rail to start after upgrade to 6014
I installed the update to 6014 from 6012 today to try to fix a problem of one of the Techs did not show up in the requesters field! Now when the server starts it says application layer starting ...................................... & it fails to start;-( Like a lot of you I'm stuck on V6 because of the migration issues! System Windows 2k3r2 SD 6014 in AD mode. Cheers Cary
Removing Quick Create
Could someone please tell me how I can remove the option for Quick Create? Using this methid bypasses some of the mandatory fields and leaves the request missing information. Regards Neil
regularly crashes
We are on build 6012 running on an MSSQL database.. Occasionally, probably once a week actually, Servicedesk will crash and will require the services to be restarted. This is something we've been dealing as we've been anticipating the release of the migration pack for v7.0.0. However, when we restarted it this morning, we received approximately 20 emails that had been sent to our helpdesk since Monday that we had not gotten at all. This is the first time this has ever happened, however it concerns
all the suddent stop working but it says it's running
Hi, my service desk plus was working for a few months until recently everytime i tried to send a email to the help desk system the application doesn't pick it up. I went into the actual program and the status told me it was running. I logged into the system and to my surprise none of the buttons work. I would click on the button but nothing happens. I can't create a new request or see any of my completed request. I've stopped and restarted the program. I've rebooted the server. What else should i
Touble Starting SD+ (screen dump attached)
Hi guyz, im really having trouble starting the servicedesk+ server after installation. I have tried starting it from command prompt and am left with connection problems which you can see from the screen dump i have attached. Any ideas to help me out? Just for information i have recently bought a new machine with Vista on it, which im trying to install SD+ on so i can restore everything from my backup file but if i cant get it to run properly there no chance. Cheers,
Custom filter view to show unassigned cases not working
Hi, I am using version - 7.0.0 Build 7002 I have created a new custom filter view that is using the following options; 1. Request status is not closed, resolved, development fixed AND 2. technician is not simon, robo technician This view should basically show me all my open, onhold, waiting for customer, development, etc cases plus any unassigned cases The problem is when new cases are automatically created by someone sending an email it makes the technician field set to 'none'. As you see in step
Problem with scheduling and CPU 7004
Hello.. I am running Win2003 server, SQL 2005 Std, SD+7004 ML, All on the same physical machine. I have two issues.. 1. Java.exe and mssql is constantly chewing 80-90% cpu.. Anyone have the same problem? 2. Scheduled jobs don't work correctly. Reminders do not occur and scheduled scans don't run. When I do a manual Domain scan it seems to run fine, but it stops at 100%, saying 614 of 615 workstations scanned. I have a feeling that these two problems are connected somehow.. All the assets are added
No Login after shutdown of Domain Controller
Hi all, I use ServiceDesk and the userlogin via domain. Last week I had to shutdown one of my Domain Controllers. Unfortunally, it seems that this was the DomainController, which ServiceDesk uses as Loginserver. Now that this server is shut down, ServiceDesk does not accept logins any more. And I don't remember the admin password for local verification. It is not possible to start the old Domaincontroller again. Can anybody help me? J�rgen
Java.exe consuming 100% cpu, servicedesk unresponsive
I am currently reviewing SD+ to decide whether to buy it or not. However, after the initial install, the webpage that loads from a client is completely blank, and on the server java.exe consumes 100% cpu. This happens after just a couple of hours. While I see a lot of positive things about SD+, this is definitely a showstopper. Could you help me correct this issue? I am running it on Windows 2003 Server Standard, the client is a Vista machine with IE7, but even from an XP client with Firefox, the
Cannot close request if no sub-category defined
I installed the trial version of Service Desk Plus v7 yesterday and it worked first time, easiest installation of anything involving MySQL that I've done. Fantastic. Anyway, I was testing the the email fetching functionality and sent an email to the helpdesk which was received and allocated a category of General. The General category didn't have any sub-categories or items defined. Today, whilst customising the helpdesk I made the sub-category field on the request form mandatory without thinking
BUG in notification "quick pick" links
In customizing the notifications, there's a number of little variables seen at the right hand side to pick from. One of them "$RequestLink", when clicked, puts a hyperlink down at the bottom of your notification. It doesn't go anywhere else, but at the bottom. But! If you cut/paste that link to move it to another location, it PRE-pends the default path for your server onto the front of the link, resulting in a double http address. for instance, our server is at http://tasc After copy/pasting the
Pls help me found all request 's lost after import workorder
Pls help me about found all request 's lost after import workorder - I export workorder to xls file for repair field "timespent" and then I deleted all record and import in same Table "workorder" after that I look in ServiceDesk and can't see all request, i don't know what's wrong? and i look in mysql then have data in this table(workoder), Pls Help me
Survey results order
We are using Version : 6.0.0 Build Number : 6013. We recently upgraded to this version. Since upgrading we the display order of the completed surveys is different and sorted by technician. Is it possible to change this If not, can it be made into an improvement in future versions? Cheers.
Problem with accent
Good morning, We using SD+ 7 in French and I've install the 3 last hot fixes (7.0.1, 7.0.2 and 7.0.3). It works good for the moment but we have a big problem with the accent. For exemple "Locked account" in french is "Compte verouill�" and displayed "Compte verrouill� © " All accent give lot of understanding symbol in all Helpdesk (in users directory, editing a incident, ...) This problem appears in IE 6 and IE 7, using European coding. Can you fix it? And we can add "@" in description and resolution.
AD Scan return 0 found object if OU named in Russian
ServiceDesk 7.0 build 7002 cant scan AD if OU named in Russian language. I'm testing this bug: Create OU with _only_ English symbol and move to this OU one computer and one user with English login name. Run on this OU ServiceDesk AD scan for computers, scan return _one_ computer found. In a similar scan this OU to users, return _one_ user found. Make this OU name with russian symbol, scan computers or users return 0 found. If user login name contain russian symbols scan for users return 0 found users.
Troubleshooting HTTP Status 500 -
Why it occurs? type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException: User : {0:unknown} do not have permission to access table. Access Denied. No roles assigned for the user org.jboss.ejb.plugins.LogInterceptor.handleException(LogInterceptor.java:369) org.jboss.ejb.plugins.LogInterceptor.invoke(LogInterceptor.java:195)
uploading an inventory CSV causes service to fail
we are running V7 SDP here (37,751,788k sized) and we cannot upload standard CSV with our PC inventory details - it stops the service so severely we have to reboot the server. Restarting the service does not make the service work. worse still we cannot uninstall the program to reinstall as it has a "Installshield Engine (ikernel.exe) could not be launched. The system cannot find the file specified" error. So we are in a bit of a bind. A bit of research shows the 'cannot uninstall' problem is a common
My MSsql database is getting heavy load on CPU !
Hi ! Since october 1st i my MSsqldatabase went from 10-20% CPU load to constant 75% Cpuload. It also started to put out loads of log files. Her is what comes in the log file over and over again. As far as i can udnerstand it is something with the date. Can somone please help me what to do ? I am on a trial license but i stil have like 35 days left on it. [11:34:41:912]|[10-04-2007]|[com.adventnet.workengine.scheduler.internal.RefreshController]|[SEVERE]|[16]|: |com.adventnet.persistence.DataAccessException:
mssql issue
I tried to move trial sd db to mssql version msde 2000a OS windows Server 2000 rus everything seems great but - sd stopped fetching emails process sqlserver.exe feeds 100% of processor mssql profiler shows 2 repeated queries: SELECT Task_Input.INSTANCE_ID, Task_Input.SCHEDULE_ID, Task_Input.WORKFLOW_TEMPLATE_ID, Task_Input.SCHEDULE_TIME, Task_Input.EXECUTION_START_TIME, Task_Input.EXECUTION_FINISH_TIME, Task_Input.WORKENGINE_ID, Task_Input.ADMIN_STATUS, Task_Input.OPERATIONAL_STATUS, Task_Input.SERVER_ID,
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