Problem restoring database MSQL
I was doing a server migration and now I am unable to restore my database. I have tried various backups and I either get an error stating depending on the backup I used. Help please. I tested each backup before the migration. Am I screwed? at java.lang.Thread.run(Unknown Source) Unable to restore database : invalid stored block lengths at java.lang.Thread.run(Unknown Source) Unable to restore database : oversubscribed dynamic bit lengths tree at java.lang.Thread.run(Unknown Source)
Change standard view within the Assets tab
Standard view for Assets > Software > Software Licenses shows all the license keys. Problem with this, we do not want everyone who has the permission to see Assets to be able to see all the license keys on the software media. I spoke to Charles regarding this last week from Service Desk Plus Support, he suggested to place this enhancement. We are running on Version 7.6.0 build 7604
SLA violation e-mails not being sent
SD+ v 7.6.0 (build 7603). Fetching and sending mail from within SD (e.g. replying to a request) is working. Notification rules are set according to screenshot sla_02. I created and SLA rule (see screenshot sla_01) but nor the requestor, nor the technician, nor me receive any e-mail with the sla violation notification. How to fix/debug this? Thx! Pieter
PPM installation failed.Services not coming up
Hi Maljeev, i have downloaded 7602 setup file and installed and i have restored backup file(7602). once restoration is done.i started the services through run.bat . but it showing PPM installation failed.contact support team. also services is not coming up. please find the attachment for your reference Regards, Uthanda
Basic Hardware & Software Pre requirement
What is the basic hardware & software pre requirement for Manage Engine ServiceDesk Plus?
Security Concern: Password sent over network
Hi, In our organization a question has come up regarding security in the Service Desk tool. With the default setup using http, port 8080, and single sign on disabled, is a users password sent unencrypted over the network. If so I assume an improvement would be to enable ssl as described here http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1 Regards, Mark
Issues with AD integration on Service Desk Plus 7.6.0 Build 7602
Since upgrading to the latest version many users keep on having to login to service desk plus with the ad credentials please can you investigate this issue and resolve as this is annoying. Or another instance is that when adding a request you get kicked out of sd plus and have to log back in again.
Multiple email addresses
Hi, I have tried to browse/search the forum but haven´t found the answer to my question. Is it possible to have 3 email addresses on the same sd+ mailbox, and depending on what mailbox the users send their request to they will be addressed to a specified queue with a business rule. Here´s an example of what i want to accomplish. Mail is sent to servicedesk@domain.com and these requests will be sent to the IT queue mail sent to admin@domain.com will be sent to the admin queue mail sent to helpdesk@domain.com
Hotfix 7606 Released
Dear Users, An Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Issues fixed in 7606 SD-25099 : When the request is created and assigned with an SLA and its DueByTime, and then editing the request and update in such a way that the request do not fall under any SLA. Then the overdue flag gets set has been fixed. SD-28219 : When the request is created and assigned with an SLA and has first
Bug in Non IT Components
Hi! Please fix this bug that you may see right now in live demo! If you just create new Non IT Components (keyboard) you may associate it with user. But if you purchase it you only can associate it with another asset, not with user. I purchased 4 keybeds in live demo and you may check this bug. Thanks for SD.
Sorting of labels at charts
Is it possible to affect the sorting of the bars and / or the labels at the chart view (at reports). I like to show first the IR bar. Also I like to show the colors of the priority this way: Very urgent, Urgent, Normal, Not Assigned. Thanks for help, Alex
Schedule Scan
I set up a schedule scan but it still tells me that no scan is scheduled.
Assign a license from a pool directly to an asset
I would like to propose an enhancement that would enable you to assign a particular license to an asset. Currently you can only assign one from the pool of licenses to an asset. But we have different serial number/license keys within the pool that relate directly to a specific asset. Regards Joel Fitzgerald Gosford City Council
Asset Scan IP conflict
We have a number of users who connect through a VPN, which dynamically assigns an IP. The issue is that the scan reads the IP address and over writes any assets that might have the same IP. Is there a setting I am missing, or a possible fix for this issue?
Identical escalation ten minutes later...
We have four SLAs, each mapped with a priority, each set to send an e-mail to user X if the SLA is breached. User X is getting the breach e-mail, but ten minutes later (plus or minus two seconds) they receive ANOTHER e-mail identical to the first. I double-checked the SLAs and this individual is only named once. Why are they receiving two e-mails at such predictable spacing? None of our SLAs have escalation levels that close together.
lost email messages
Hi, it seems that ServiceDeskPlus lose some email messages when receiving tickets via email. We are currently using POPS from Gmail. We found no criteria that causes ServiceDeskPlus to lose messages. Most messages arrive correctly and are transformed to RIDs, but from time to time a message is simply ignored. And no, the messages are not in SPAM folder on the email server. Do you have any solution ? This causes much confusion and serious problems with customers. Looking forward for your answer. Thanks
Help with report
Hi There, We are currently doing some Servicedesk Maintenance & house keeping and would like to simplify our Categories. Is there a report I can run that will tell us which Categories / Sub Categories / Items have never been used? I need something like Report Home > Report by Category > "Request Count" Is this possible or will I have to run a report on each item separately to get the count (We have 412 items!) Thanks
Report Filter Value List Only Shows 86 Users
Currently, my requesters list is showing 92 users (this is after going through and cleaning out all the random email addresses from vendors that send to our ticketing system and all the extra user accounts from AD that are added because your system still can't be told what user groups to pull in). We've set up a report that we can use to print out a page that displays assets that are attached to a specific user. However, when we go in to edit the report, scroll down to advanced filtering, and click
Fields included in Search-Function
Please include the Time-Entry Description-Field. Our Technicians are using this Field many times for documentation of their working-process. This is very important for us and i think helpfull for other clients. thanks Florian
Ops-Manager8 Vs N-able(N-central)
Hi All, May i know which tool is best for Network Monitoring (Switches, routers)? N-central (n-able) or Ops-Manager?? Thanks Prakash
I've forgot my admin password and switched off LDAP auth
Hello! I don't remember my admin password and before last reboot i've switched off LDAP authentication. So now i can't login with domain user and can't login with local (bult-in admin), because don't remember password. How i can resolve the problem? Thank you.
How to link to an asset from ouside of SDP...
I would like to create a link from within a document directly to an asset or a work order in SDP. I realize I do need to have SPD authenticated, but when I attempt this I get the attached error report. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: State cookie is not passed along with the request. Can happen in case of use of back button. com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51)
RSS / XML Feeds to External Apps?
Does SD have any RSS/XML interfaces so that I can pull, say, a users outstanding ticket count or annoucements etc. and publish it on our intranet or other website? It would be nice to extract/pull data from SD like tickets, annoucements, New/popular KB additions etc. directly from webpage/webservice rather than hacking up the application or writing out own db queries... Thanks, TJ P.S. I'm also interested if opManager has a similar RSS/XML feed options (i.e. server status etc.)
Requests updated by technician query
I need a Mysql query report that will give me the last time the request was last updated by a technician in ServiceDesk for all pending issues (open, onhold, resolved). It should include the following: Request ID, Technician, request status, Subject line of the request, the Most current discussion note, Date / time of the most current discussion note, and No. of days since the request was last updated. By request updated, I am referring to a requester conversation email was sent, a discussion
SDPlus - Change Features Needed
We would like to see the following features added to the change management system of SDPlus: 1. Requested by - automatically popluate with the requester for normal requesters. 2. Priority Matrix - Like the matrix for requests; be able to automatically assign a priority based on impact & urgency. 3. Templates - The ability to create templates for changes. The templates should allow the ability to add: tasks, approvals, & planning items. 4. Approval Status - Only change the approval status to 'Approved'
feedback link
is it possible to disable this?
I can not search for a request after the upgrade to V7.6.1 B7605
I can not search for a request after the upgrade to V7.6.1 B7605. The search gives me 'No request found in this view.' Regards, Hassan
Don't want Asset details in ticket
When creating a new ticket, if the Requester has an asset assigned to them then this is automatically populated in any tickets that are created. Is there any way that this can be switched off so that the default Asset is NONE. By having an Asset automatically assigned gives false information on how often a ticket has been raised relating to a specific workstation! A user could be raising a call to say that they can't send an E-mail or need a password reset. This has nothing to do with the Asset assigned
Addition to Requester Notifications
Hi Everyone, One option I was wondering if we could add / change would be the emailing of the requester. Right now as it stands when you change a helpdesk ticket anytime (changing the category, technician, time due, etc) the requester will get notification. That's fine in some cases, but it can also be a bit overkill. There's an option when you add notes to the ticket to email the technician who it's assigned to. This is a handy feature if multiple technicians are working on the ticket, but it can
Importing "Company" field from AD?
Hi, I am trying to import requesters from Active Directory. But it seems that I cannot choose or Map the AD field "Company". I can only choose from the default fields on the import screen. Since we are "a lot" of companies this field is vital when associating assets to owners. How Can I select other AD fields to be included in the Requesterimport?? Regards Erling
Hide the Site field from Requester View
Brand new implementation of SDP here. Hello everyone. I'm setting up my templates and I don't see a way to make the Site field go away from Requester view. My reason for wanting this is that some time back, application developers used the Department field in AD for something that is a unique number to each user, not a department. There's no way for me to get anything meaningful out of the Department field at this time. I don't want the requesters to see "Not assigned to any site" and not be
How to upgrade technician number for SDP
I still have 4 months left before I renew my SDP Pro license. However, I want to upgrade my technician number from 10 to 20. What would be the best way to go around doing this without wasting this remaining 4 months that I have?
Can not log in through mobile portal
I have just upgraded to the latest version of SD+. When I go to the site on my iPhone it recognizes and redirect to the mobile screen with the login. When I login with my administrator username and password it comes back with Username or Password is incorrect. I can login with the same information through the full standard portal. Also it is having me choose a domain which we have never seen and do not use LDAP. I have attached the screenshot. Thank you JW Joe@terminationsite.com
Request creation time incorrect since DST change - Home page time correct
Running 7605 and just realised that requests are being created with time 1hr behind the current time. Time on Home page is showing correctly. Server time is showing correct and DST is set. Windows OS SQL DB What do we need to do to fix this. Kind Regards, Andy
SSL and Non-SSL
Hi, is it possible to activate 443 and 8080, so that both ports are available? I want to work with the API but have problems to use them in SSL mode. Maybe it is possible only the "/servlets/RequestServlet" (and so on) to work on 8080 or a different port, but http not https. Thanks for your help in advance. Cheers Armin
prompt when request already picked up
Is there anyway to prompt a tech when they attempt to pick up a request ticket that has been picked up by a different tech already? We have had issues with one tech picking up a ticket, and then another tech see's the request as "not assigned" because the page has not refreshed. The second tech picks up the ticket and we now have two techs working on the same issue because each thinks the ticket it theirs.
HTML email are not correct imported to ticket
Hi, I hope somone can help me with this issue. Sometimes HTML emails which special content will not correctly imported into the ServiceDesk ticket system. Everytime the beginning of the email is truncated. Thanks in advanced. Manfred
Creating New Request Template Problems ,
When creating a new template , I am unable to add a URL in the technician template ,(in the Description area) but can add it in the requester template . I cannot save changes to the Requestor Description Area , It sets itself to the technician description regardless of what is typed in in the requestor area.
Move Servicedesk Plus to SQL
Are there instructions on how to move Servicedesk Plus to a Sql 2000 server? Version : 6.0.0 Build Number : 6006
Phone in Requester Field
Hi, I want to see the contact number mentioned in the requester details to be seen in To-Do List of Technicians. How to do this. This will help my Service desk to call the requester and talk to them. Currently my Technician can see this details only once he opens the call. Thanks
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