Vista
Servicedesk does not manage to scan all the software installed on Vista. It picks up the stuff you can get through WMI but not the stuff from the registry keys.
Regarding Deletion of Call Id
Hi All, I'm a Newbie to this tool, can anyone tell me how to figure out a call which didnt appear in the requests and got deleted without appearing under the requests column. Thanks and Regards, Surya
Skipping for Call Ids.
Hi All, I'm a Newbie to this tool and need your help in tracing the Calls: 1. That get skipped intermittenly without user intervention. 2. That are deleted by users (by oversight) Can anyone help me for getting a fix for it. Thanks and Regards, Sathyajit
Licence key
Hello All, After moving SD+ to a new machine I was unable to reinstall the licence key. The error was "please use the correct licence key" Any Ideas Roger System Administrator
Business rules problem checking subject
Hi there, I'm having a problem with business rules. I'd like to check the beginning of the subject, AND also the end. I can check that the subject "begins with" "whatever". But when I want to add "ends with" "something else", then the whole test is replaced and becomes "ends with" "whatever, something else". Could you solve this ? This is really blocking for me :(
Automatic Case Routing
Hi Everyone, I have set and tested to have all hardware issues assigned automatically to One of the technician. But when the request is coming from Email, what I do is edit the request and change the fields and categories to the one i set but seems not being defaulted to the techinician assigned. I have tested it worked when setting it from the button, Create New request but when trying to edit, it won't. Any advice? Thanks, Raffy Arnaez
Can't Find a Request ID
Guys here's the scenario: Request ID : 0001 comes in and then replied by one of the Support Guy (There's a variable $RequestID tagged on the reply) on the other shift, another Request ID: 0023 came in and was replied by another support guy (another RequestID tagged on the reply) On another day, one Support Guy saw both requests has the same issue so he merged it. Request IDs: 0001 and 0023 are now in one request (0001 as the parent Request) a Requester called up to followup on the Request ID: 0023
AD Import: some domains not showing
I'm attempting to import users from AD. I see three domains in my dropdown list, and testing on one of them is working fine (can import 1034 users no problems) The problem is I do not see the domain which the servicedesk machine is a member of, and this is the domain I want to import from. Network neighborhood browses to the domain fine. But my dropdown list only shows three domains. Is there anyway I can define this value or force service desk to show all available domains? Any help would be appreciated.
Missing service ApacheApplicationsManager2?
Hi all, I installed ManageEngine Applications Manager 7 on a Win2003 machine as a service. When I reboot the server, I obtain the following error in the Event Viewer: Event Type: Error Event Source: Service Control Manager Event Category: None Event ID: 7003 Date: 11/06/2007 Time: 13.59.44 User: N/A Computer: CKWAUTOD01 Description: The ManageEngine Applications Manager2 service depends on the following nonexistent service: ApacheApplicationsManager2 --- What can I do to fix it? Why the Apache service
Upgrade problems
We recently upgraded to the latest version of SD+ only for our installation to fail. We haven't been able to get into our system for the past couple of weeks. In desperation we've installed a clean version of SD+ 6 onto our server and planned on importing our data. We've installed everything correcly and the server has started (although hangs when using the program file shortcut - had to do this manually thru the services mmc) but when we try accessing our page nothing is displayed except an IE error
Department List
Hi I have a problem with "Department List" in helpdesk module, when i want to delete one of the departments, fallowing error message appears: "FAILURE :Error occurred while deleting department. Please report the problem to the system administrator, with the Error Code - 1 182 763 993 673. " ps: I`ve cleaned all relations of this department in database Regards Bart
Tasks Error
Greetings I`ve got big problem with subtasks in 6008 version of sdesk. When technician want to close subtask that is assign to him fallowing error appears : HTTP Status 500 - 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: In-sufficient privilege for user {0:ppilipas} to perform the operation
DB question
Greetings Where can I find information about added "additional fields" in inventory and asset module, we need access this records in data base, to compare with db from other software regards
Password reset and AD
Hi My question is : How does the reset password work. Does it actually reset the password for AD ? I tried to use it today but it didnt work. Also just to note that if it does reset the AD password would it be possible to add the force user to change password option. Otherwise the user has to tell me what they want the password to be changed to which defeats the purpose of security. Thanks Barb
Setup done. Can't connect trough to SD
Hi I'm sitting with a problem. I'm testing SD to see if it will work for our company. The problem I have is that I have done all the settings in SD. Added users / pc's, assigned the users to the pc etc. If i start the client on the pc SD is installed it works 100%, but when I try and connect to that address from another pc on the network to log in as a user, I don't get the login screen. Do I need something like IIS installed on the pc or should the SD server work on it's own?? Your help with this
ADVENTNET AGENT TESTER FAILURE.
This is the error i get when i run it using the command prompt C:\AgentTester>generateProject.bat C;\AgentTester\snmpprojects\dmd20.pri -loadMIB C:\AgentTester\mibs\DMD20-MIB.MIB -agentHost 127.0.0.1 -agentPort 161 -community public -retries 3 -timeout 500 -writecommunity private Setting the CLASSPATH done. The system cannot find the path specified. Args length 15 Handling argument :: C:\AgentTester\snmpprojects\dmd20.prj Handling argument :: -loadMIB Argument for loadMIB is :; C:\AgentTester\mibs\DMD20-MIB.MIB
ServiceDesk Server won't start after install
Hi, I've just installed the 30 day trial on our server. However, the ServiceDesk Server will not start. It gets half way through the 'starting server' applet, then it just disappears and the systray icon disappears. The error in event log is 'There may be a configuration problem - please check the logs'. We do have a MySQL server installed already on this server, although I have stopped it to see if that was the problem. SD+ still doesn't start. I've uploaded the logs to www.south-craven.n-yorks.sch.uk/logs/boot.log
Contracts
Once you've created a contract you do seem to be able to go back and edit it and add an attachment. I would have thought this should be possible Regards David
Category reorganization
Hi I need to reorganize category list, what will happened with old request (i mean their categories) if I delete old list and create new one ?? Regards Bart
Technicians don't see request of the group
Hi; I have two user in one group of technicians. "general" is assigned to one of them but the other one doesn't see those requests and the same in the other way if a request is assigned to the other technician. What's wrong?
Edit Product Type
How do you edit the product type in the inventory. I dont want to have to import via csv again to change one thing.
Inventory Assets on import default to 'Is Leased' NO
1. Inventory All my assets in the system at the moment are leased. When I view from the Inventory tab, the default for 'Is Leased' is NO, and the 'lease expiry date' not populated. Is it possible that when assets are allocated to contracts under the contracts area, that it should populate this view in the inventory -- since the contracts area is really where the leasing / date information is stored.
Viewing Contracts - not in alphabetical order
Contracts. When viewing contracts, I would expect that the order would be in ascending by Contract name. My contracts are called Lease 77, Lease 78, Lease 80, Lease 82, Lease 79 but they are not all sorted in Alphabetical order (as from the example above).
Domain Scan
Hi all, I'm currently running a trial version of SD+ to evaluate as a replacement for TrackIt. One issue i'm having is on performing a Domain Scan of our workstations, when running although it is finding the computers fine, the IT Service Desk starts getting calls relating to PCs unable to connect to network drives. Has anyone else experienced these problems with a scan? thanks Sean
Active Directory Import failed
Hi, I just installed the Free version of ServiceDesk Plus 5.0 build 5010. When I tried import user from AD, it's 100% failure. Is that because I am using a Free version?
Domain scan problem
Greetings I`ve got a problem with domain scan in branch offices, which are connected wit VPN tunnel (ping is ok). fallowing message occur " No response from workstation" (??) Regards Bart
Cannot creat Custom Reports for last year
Wanted to generate a custom report from 01.12.2006 to 10.01.07, but couldn't select any date prior to Jan 1 2007. I get "Stack fliow at line: 1706
ME Helpdesk keeps degrading and crashes
Over the last few days, I have had to restart the Manage Engine service 4 times due to a degrading of the product. The performance starts off ok but gets worst as the day goes on. I have a two user license and we use it consistantly. every few hours it crashes and needs to be restarted. Thoughts?
SD 5.5 doesn't start after AD domain rename
Hi, last friday we change our Active Directory domain name, since then the Service Desk service keeps trying to initiallize, it doesnt show any error but the loading bar is stuck at 90%, the service never starts at all. Our version is 5.5. Thanks in advance
IE 7
When using IE 7 once you choose the attachment you want to add and attach it nothing happens when you click the done button meaning that the attachment cannot be added.
Save data and migrate (patch apply)
Hi, One stupid question. I've found a SD+ 5.0.0 build 5008 and everything is ok i work in it. After evaluation period expiration i go to adventnet web site, it was very interesting... but current version of SD+ is already 5.5.0 I've try a newone but my backup data can't be restored on 5.5.0 .... After it i download a lot of migration packs and service packs but all of them call an error ... Q: How i can upgrade existed 5.0.0 build 5008 to the current version for saving data (inventarisation, assets,
Global View and Lost Connection
2 Issues: 1) Global View - graphs show up for all "Last Month," "This Month," and "Last Week," but do not show up for "This Week." It either shows a blank box or the last selected view and will not change to "this week." 2) Lately, at random times, the connection will be lost to SD+. When trying to access it, IE or Firefox will time out or display a blank screen. The only way to regain access is to shut down the services and restart them. We are running SD+ Version 5.5.0 Service Pack 5502 Thanks
Mandatory Fields getting bypassed
I have a custom field and my workstations field that are marked as mandatory and that the user can view and set, but they can submit a ticket without selecting any items. Am I missing something?
Unable to replace image under General properties for reports
I have been unable to replace the "Acme Help Desk" image that appears on the reports in 5504. My image is 102x40 but it still will not replace. I have been able to import all of the other images just fine. Any advice?
Internet Explorer crashes
Im testing the free version, but it crashes IE on some machines. Not all. I have tried to install the newest version of Internet Explorer but it still crashes. Why?
BUG on Request list
hi, I,ve detect a bug on the Requests list. When you put the mouse over the title of the request you have a small windows that appear. Inside you have the Request ID, Category, Title and description. But when you have an <'> (simple quote) inside the category name, evry thing after the <'> doesn't appear on screen. i hope, i help
Request id gets garbled
Can somebody tell me how to avvoid having the 'number' sign garbled? Sometimes I want to append information to an existing request via email. To do this I include the request id in the email subjet field. Still, sometimes the 'number' sign ("#" is somehow "translated" into something else. Example: "Request id ##4698##" turns into "Request id =23=234698=23=23?=" Strange thing is that this does not always happen. This problem results in new requestes being generated instead of having the email appended
Error on page when viewing inventory
I constantly get the following error: Line: 1 Char: 54 Error: Unterminated String Constant code:0 URL:httP:....../WorkstationListView.do This often coincides with the filter area being completely missing from the screen. any ideas? Paul
Problem with WorkOrder.do
Sometimes when loading a ticket, the page will hang trying to lookup machine name scripts. I have applied the latest service pack. While viewing the source code, I have narrowed it down to this: There are five scripts loading directly under the title in the head of the page. The code entered on the page is: <machinename>/../scripts/<script>.js All other script references on the page are fine, but those five are causing this page to fail.
Accessing History
We have a call that has quite a lot of history and we are unable to view it all in the servicedesk it appears to have truncated it so we cannot se who closed the call. Is their a table we can look at in mysqsl to find this information. Cheers, Meso
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