Problem when adding a new request template
A fix was applied by the support team last week which cured a problem with additiona lfields that had been added. However when I now try and create a brand new template, i.e. clicking on Save, the screen reports: 'Processing. Please Wait....' and simply remains like that indefinetely. Please help. Actually - I've now received a message stating 'Request Template Save Failed'
Department and technician
In a configuration like this: Site 1 Department 11 Department 12 ... Site 2 Department 21 Site 3 Department 31 there is a way to configure specific technician for department? I need a person that could see and manage only request from his department. At this point i could only see a workaround like this: Site 11 Department 11 Site 12 Department 12 etc but i don't really like it. Any suggestion?
Wrong Time Showing
Hello - I am running ServiceDesk Plus release 7600 and noticed this afternoon that the clock showing in SDP is off by an hour. The server is showing the correct time but the application isn't. Any ideas what needs to be changed for this to be correct? Thanks Dennis Rhine
Problem with mail server settigns
Hello, since we intalled Exchange 2007 we have problems using the mail fetching. When we were in SDP v6, we could use the POP configuration. But now that we are in SDP 7.6, neither POP nor IMAP configuration works. For IMAP the message is : FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox For POP : FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail
Mail stops fetching - 7.6.0 Build 7605
We seem to be needing to stop and start our manage engine service on our 2008 server 1 to 2 times per day because manage engine stops fetching new mail. I noticed we are also getting this error message in event viewer I assume this must be related? APPLICATION Source - MySQL Event - 100 Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them Any ideas? Thankyou Brendan
Requestors being added automatically
Hi everyone, I've noticed in our service desk software under requesters, the list continues to grow. I've turned off the feature that automatically adds unknown users, but it still does. I'm sure our setup has something to do with it. Users call and if we don't answer, it leaves a voicemail recording in the helpdesk email box with that users number. Service desk periodically goes out and grabs the emails, and imports them in. The problem is each time it does that, it adds the number as a requester.
MS Outlook Integration
Do you guys plan to integrate SD with Microsoft Outlook, for example when user sends email using Outlook to convert email in SD request or maybe some kind of toolbar in Outlook that would automatically login user to SD. thank you, Stevo
Re-assigning Products to different Product Type
I have seen this issue on the forums before but it doesn't appear that there is a direct answer for it - I have also been working with ManageEngine Support and they are not able to figure it out. Here's the issue. I am trying to re-assign some of my Products to different types (Specifically, I created a product type called "PC Laptops" and I am trying to assign some of my laptop models to it, so they are out of the default "Workstations" Product Type. I was able to do all of my models with the exception
Can't stop email fetching
I have a problem, when i convert database from MySQL to SQL server, Mail server feature don't work. A message is raised: FAILURE :Error occurred while updating MailFetching Please report the problem to the system administrator, with the Error Code - 1,272,958,391,500.
Calculatet field
I need to create a field and in final a costumize report to calculate time spend of every requester. For example: total time= ending time - starting time. Please could you hepl me Please
Issue with Query
Hello, I received this query to do a report on all workstations with a particular software and it works for some software but not for running a report on Adobe. select WORKSTATIONNAME from SystemInfo where WORKSTATIONID IN(select distinct WORKSTATIONID from SoftwareInfo sinfo LEFT JOIN SoftwareList slist ON sinfo.SOFTWAREID=slist.SOFTWAREID where SOFTWARENAME='Adobe Acrobat 8 Standard') We have several versions of Adobe in our environment and I'm trying to do a search on just the version 8, and I
Default SD+ Refresh set to 3 Minutes - can we get it set back to 1 Minute?
Just upgraded from SD+ 7514 to 7605. Noticed in the release notes that the refresh was auto changed to 3 minutes. We've never had any problems using the 1 minute refresh. Is there any way we can set it back to 1 minute? thanks - Joe Zimmerman
Purchase
Hi there, Hoping you could assist. We have just installed Service Desk Plus and this is the first time we want to make use of the purchasing system. What I want to achieve is the following: I need to be able to have more than one person that approves a single order before it comes back to the person that requested the order. This needs to come in the form of a workflow however. So once person one has approved the order a mail is sent to person two to approve that same order before it is sent back
Users/requesters - which "bit" counts as the identity?
A long time requester who was in a senior position at one of our clients has left and joined a competitor. If we just change his contact details (telephone, email address etc) am I correct in assuming that he will still be able to see the requests that he placed from his old position when he logs in to the portal? Or does the account identity centre around the email address, or the login name or...? Which items do we need to change to prevent a user accessing the old data? Thanks - Terry
Query for active Category / Subcategory / Items
Hi, Can I have a query to find out list of active Category / Subcategory / Items. I tried the below query but it giving me list of all active and inactive Category / Subcategory / Items. select cat.categoryname 'Category',sub.name 'Subcategory',item.name 'Item' from categorydefinition cat left join subcategorydefinition sub on cat.categoryid=sub.categoryid left join itemdefinition item on item.subcategoryid=sub.subcategoryid Thanks in advance
tech name is no longer listed in the technicians list but keeps on appearing in new request->technician combo list
how can i fix this? im on trial version mode and still in the process of setting up the service desk. there is no request created yet..
The problem with incoming requests.
Some applications are received at all or only part of the text, although users are sent a copy to the other without any problems.
Accidentally deleted 'Region'
I have accidentally deleted a region. As a result, my associated sites are no longer appearing. I have recreated the region however, since the sites weren't deleted, I am not able to recreate these - FAILURE :Site with same name already exists. Please provide different value for Site Name. Obviously this is because the Site name already exists in the database but is still linked with the original Region that was removed. Is there a way that I can restore the link? Thank you
Installing Agent on Remote Computer
Hi, I'm wondering about the prerequisites for installing the "agent" on every computer that is included in the database of the program? Kindly I want to know how to do that? Thanks in advance
Scheduling Asset Scans
Hello, We're using ServiceDesk Plus in a global environment. It would be beneficial for me to be able to run automated scans for different AD OUs at different times to ensure that the systems at that site are powered up. Right now I have one scheduled scan, but that means that I have to manually scan the OUs of the sites that are not open at the scheduled time. Is there a way to add additional schedules? It would be even better if I could add one schedule per OU (or group of OUs). Thanks!
Adding Users - Old Work-around Not Working
Hi. Sorry, but I can't find the thread in which someone helped me with this previously.....didn't mean to double-up on similar threads. Anyway... when I first got going with SDP, when it came time to add users, I could not use the domain import feature, because I'm just one small department on a large campus, and didn't want all of those accounts in my SDP. So, someone here gave me a way to do it....I'd create a user account within the SDP system, and then log into SQL and run a couple commands.
Military time
Is it possible to change the display time in ServiceDesk from Military time (24 hour) to standard time (12 hour)?
Send notifications on email request ONLY
We receive most of our requests through email, but a number of them are also received as walk-in tickets or over the phone, and are hand-entered into SD+. I currently have the notification rules set to send an email whenever a new request is created. However, this means I get notifications for requests such as when our level I tech enters a ticket for routine maintenance, which I don't need to see. Is there any way to filter the notifications so I'm only notified when a request is created by
Survey E-mail
How can we set the survey so that the survey result of that particular survey goes to the Technician who have attended the call or it goes to a particular Technician all the time. Thanks
Business Rule based on time of day ?
I want to setup a rule or escalation that pages the oncall tech when a ticket is created, but only after hours. Right now there doesnt appear to be a way to evaluate based on 'creation time' is there anyway anyone can think of to do this ? Right now they page all day which gets annoying ..
SD 7.6 restore fails on Windows 2008 R2
I implemented SD+ several times during the last three years with no issues. This time I decided to build a fresh Windows 2008 R2 server for SD+. The installation went OK but when I tried to restore a backup file it failed with "Access Denied" error. Here is the configuration: Server Hardware: HP Proliant DL120 G6, 8GB memory and two 250GB SATA drives in a mirror set. OS: Windows 2008 R2 (which is 64 bit). SD+ Enterprise 7.6 Old Installation: SD+ Enterprise 7.6 on Windows XP SP3 (still within the
7605 : Hotfix 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 . Enhancements in this Service Pack SD-25985 : Quick search to view the request details based on Request ID from the request list view. NOTE : Behavior change : Request ID based search has been removed from the request search in the left panel. SD-25168 : Adding 'Employee id' column in the requester search window which appeared
The server encountered an internal error () that prevented it from fulfilling this request.
Dear Team, Getting following error while configuring the outgoing mail server . Advent serivice desk server 7.5.0 build 7506 Database Mssql Can any one help : Urgent : Thanks in advance .... Name : Sunay Shivalkar Contact No : 9987543054 exception javax.servlet.ServletException: Mail sending failed.
org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
org.apache.jsp.approval.SubmitForApproval_jsp._jspService(SubmitForApproval_jsp.java:261)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.action.RequestProcessor.internalModuleRelativeForward(RequestProcessor.java:1012)
org.apache.struts.action.RequestProcessor.processForward(RequestProcessor.java:582)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:260)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Report of Open Changes
Hi, can anyone help me? I like to have a report of all Open Changes with their details, especially the tasks and status? I think it must be possible ut how Regards, Jeroen
Invisible Attachments with Exchange Sever 2007
Since upgrading to Exchange 2007, e-mails from SD+, builds 7015 & 7017, with attachments do not show the attachments from Outlook 2003 & Outlook 2007. The attachments do show up in blackberries from the same mailboxes. The attachments can be seen in Outlook if you use File, Save As, or Forward. There are documented issues in the MS Knowledgebase that are similar and our servers are patched accordingly. The only application causing us grief is SD+. E-mails with attachments from all other SMTP sources
Available Site for technician: empty
hi, i configured the sites on SDP and now i'm trying to associate technician to that site. In available site in Users - Technician i have nothing and i find in associated sites "Not in any site" There is step that i could miss in configuring it? Thanks
Migrating SDP
Hi, We are switching off our old SD+ and SQL servers so we have to move the installation to new machines. What is the proper way of moving the SD+ installation to a new server, and also the SQL database from the old MSSQL 2005 server to a new MSSQL 2008?
Start New Request - Customer search question
I am using an eval version of ServiceDesk Plus. When our customers call, they provide either their location's telephone number OR customer number. When creating a new telephone request, how do I search Contacts on these two elements? It appears that you can only search on "Name." Even if I populate the "Name" with the customer number, how would I search on phone number?
How to search for customers
I am new to support desk and working with the trial version. We support retail point of sale software. When a customer calls he can provide us with customer name or the store's telephone number in order for us to bring up the customer record. Is it possible to search on more than one field when creating a new request? It seems as though there is only an ability to search on "Name".
TrimmedBackup files have used all available disk space
Our install of SDP v6012 has crashed out, there is no disk space left for it to operate. under \Adventnet\ME\ServiceDesk\trimmedbackup we can see that a 5mb file has been created every 10mins. Please advise how we can free up some disk space and avoid having these files being created every 10mins without being deleted.
How to change required fields on OPENing a request ?
I need to require that users pick category and a few other fields before they can submit a request but I can't find anywhere to set this. You can set required fields for CLOSING a request but can you not set required fields for them to open one ?
Remote Control from ServiceDesk - Experience?
Hi all! Anyone with experience using the Remote Access control from ServiceDesk is welcomed to place their opinions. How does the control work over a WAN connection? How does the control work via NAT firewall for remote users over internet? We are using WebEx, and are looking for other options. So far, I can see that LAN, while not great, works well enough to get work done. Thanks!
Issue with scanning in thin clients please can you help resolve Connection to RPC server in the workstation failed
Issue scanning in thin client using windows xp service pack 3 no firewall is enabled have checked dcom and wmi get the following error message. Connection to RPC server in the workstation failed. Please can you resolve asap
How to stop sheduled PC scan
I cant stop scheduled PC scan on SDP. I create schedule scan in web form http://SDPServer/SetUpWizard.do?forwardTo=netDefconfig but this was big mistake. It began scan my huge domain. I disable schedule scan in web form but schedule task don't stop. HOW TO STOP IT? Maybe in DB? There is table Schedule with row. I manually set ADMIN_STATUS column to Disable. 4 WorkstationSchedule No Description Disable 106 5 WorkstationRediscovery No Description Disable 107 there is table Task_input where task schedule
Java error when selecting certain options
Hi all, I am running ServiceDesk Plus as well as Neflow Analyzer on the same machine. Virtual 64bit Centos Linux 5.4 Netflow analyzer works 100% I have this issue on ServiceDesk that when I select certain options, I get a Java error. For instance, I can log requests, but if I select the "Solutions" button, I get the following Java error: Apache Tomcat/5.0.28 - Error report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from
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