Local Account Cleanup
For some reason some we have a bunch of local users SDP that have no tickets and are just setting there. I would like to clean them up, but don’t want to go through the web interface. I was looking at the backend databases and I think that if I just change the “Status” field in the SDUser table to “RESIGNED” on the users that would be the same as deleting them through the web interface. Do I need to change anything else in the database to delete the users or is that it? I have written the following
Incredibly long time for backups after upgrade to 7.6 (7602)
I just realized that my nightly backups scheduled to begin at 20:00 are taking a considerably long time to complete. On average, they're completing about 5 hours later. Prior to upgrade, they seem to have taken about 15 minutes to complete. Is this a known issue with 7.6?
Stop Opening of CLOSED Requests
Team, We are using ManageEngine Service Desk Ver 7.5 build 7504. My issues is : We have automated close of Incidents. But user is able to open the CLOSED tickets by just replying the old EMAIL of Resolution. Which causes a great AGING. For eg : User got resolution for his incident no 3154 on 1st Dec 2009 and then after 2 days, the incident got auto closed as per the setting. Now on 15th Jan 2010, user reply to 1st Dec 2009 Resolution email from Manage engine and then his old incident 3154 is reopened
Advice needed on managing assets
Hi, I'd be grateful if anyone can advice on how best to use Product Types and IT Assets/Non-IT Assets. For example, printers. We have 50+ network printers and a network scan of these retrieves basic information such as trays, page counts and toner levels. We also have a number of non-network printers. If I create the non-network printers as 'printers' then I assume they use a device licence - is this correct? What do other folks do - purchase enough device licences for all of the printers? Also,
Update department in request when updating requester
If you update the department assigned to a requester in a request, the new department is displayed but reports run against that request will show no department. To correct this you have to carry out a second step of editing the request and reassigning the requester to it, this will allow reporting to work correctly. Surely assigning the department to the requester in the ticket should also update the ticket such that reporting shows it as being against the newly assigned department?
List servers by their Relationships
Hi, I would like to make a list\report that lists our servers based on their Relationships. E.g. List Servers connected to IT Service "Email". Anybody know how to do this? /lakend
Deleting Vendor Relationship or Product
Good morning - we have noticed that we seem to have a problem with removing a vendor relationship to a product and also in deleting a product from the database. For example, when trying to remove a vendor association to a product I get an error that includes Error Code - 1,263,568,032,388 Any ideas as to what steps I should take to resolve this? We are currently running version 7014
Software license management enhancements
Dear All, Apart from individual and enterprise licensing, support for below two types of licensing would be available from SDP 7.6. 1. Volume Licensing : Where multiple installations can be configured for a license. 2. CAL (Client Access License) : All Microsoft related CAL types would be supported. They are Per seat - Device, Per seat - User, Per Server, Per Processor, Per Mailbox. Following are some of the features that would be supported in the near future in software license management : 1. OEM
how to configure my application to send traps to two managers simultaneosly
i have configured current host and port in V1V2trapforwarding.xml. i need to add one more manager so that i can send trap to two managers simultaneously.
notification on merged jobs
we have "notification when job resolved" turned on. if you merge jobs from a number of different requester , they get merged into the oldest job. My Question : when you resolve this job , do all other merged requester get a notification of the job being resolved too ?? Thanks
Http 500 error
I have recently downloaded the ManageEnging ServiceDesk application, the free version, to demo the product form my major client. I have it setup but in editing the Categories remotely, I have consistently received the following msg/report. It's important I get this fixed as I am supposed to demo it within 24 hours. You can login below as default administrator. -http://w-wizards.com:8080 type Exception report message description The server encountered an internal error () that prevented it from fulfilling
mySQL Database Query - Lost Database Query Monitor Data after DB restart
Hi, i'm using a Database Query Monitor polling a count-Statement every minute on a mySQL DB. Every 6 hours the database is restartet by a scheduled task. After this restart all collected data of this counter flushes and the Chart begins to fill from scratch. Do you know what's the probleme here? Kind regards Florian Arth
Solution Notification email to technician not picking up variables.
When SD+ sends notification email to technicians it is not picking up the variables, instead it sends the following. We are on build 7602, any ides? Dear Technician, Solution : $SolutionId under $TopicName, have been modified by $LastUpdated_By and approved by $Comments_By. Title of the solution: Equestrian Centre Access Points Solution can be viewed using the link below. Please ensure you are familiar with this solution. $SolutionLink
Inaccurate approval status
The approval status will not be accurate if you send two approval notices and one person takes action, then the status changes based on that person's action. For instance, if I send approval to Joe Manager and Joe Micro-Manager... and Joe Manager immediately approves the request, then the status changs to "approved" even though Joe Micro-Manager hasn't taken any action. In this scenario, I believe the status should remain "pending" in case Joe Micro-Manager rejects it.h Please let me know if this
Hyperlink taking you to home page first Problem
Hi all, When somebody creates a request and then it emails me (the technician) and I click on the link at the bottom of the email it opens up the ServiceDesk home page if I haven't got this already open. It is only if I have this already open does it open up on the request. Can I set it to open up on the request straight away? Thanks Martin
windows 7
I am using service desk plus 7.5 ver and its working fine in server (Windows Server 2003) and client (Windows XP)side. But some user have windows 7 PC. In this case when user go to helpdesk sites only showing blank page. please help me about this issue
How to enable non-domain logins via database
Bit of a whoopsy. We’ve upgraded from 7514 to 7600, however before the upgrade built-in accounts were not allowed to logon (disabled in Self-Service Portal) and now domain logons are non-functional due to the need to reconfigure SSO. We attempted to rollback via an uninstall, however this failed. Rather than commence a full restore, is it possible to directly enable non-domain logins in the ServiceDesk database? Even if I do that, is there a way to retrieve or reset the password assigned to the
Turning off notifications when a request is appended
Hi, I cant find this option anywhere. Is there an option to do this? Thanks Martin
Remote Computer Scanning
Good morning - I am preparing to setup an office on a campus that cannot be connected to our WAN but I would like to have a scan done on the computers there and have that data included in our ServiceDesk Plus database. I see that there is a feature that will allow me to import data via CSV file. Does Zoho have a tool that will perform a scan and save the results to a CSV file? Alternately, do you recommend a product from someone else that would perform this same function? What I am looking into
Purchase orders with new software
Good Afternoon everyone, My question today is on Purchase Orders that contain requests for software that isn't currently in the software system in ServiceDesk. The way it seems to be set up is, if you want to order new software, you first have to manually add it to the Software section of the Assets tab in ServiceDesk as a Managed Software. I don't see the point of this. First of all, as I don't have the software yet, I'm unsure as to how that software is going to be picked up by ServiceDesk.
Strange window
Good afternoon. It seems has begun after any last update SD +. The problem consists in the following: At the answer to the request, the answer does not go and on the screen there is this window. It happens some times in day. If the error is not observed at the answer to the request, this window appears for a second and is closed. Picture with a window in attach. We use SD + 7.6.0 Build 7602, the error is observed on the machine of operators with Windows 7 x86.
When assign a request to administrator, no email notification
Before upgrade, when I assign a request to administrator , he can receive an email. But now the administrator can't. I attached the log. Thanks for your help.
SupportCenter and ServiceDesk patches and fixes- share code?-fixed in one not the other?
ServiceDesk and SupportCenter teams I notice that an issue regarding extra blank lines logged in SupportCenter is also an issue in ServiceDesk. This has been fixed/broken/fixed many many times and is CRITICAL to the way our company looks to customers when sending emails. It appears to me, that SupportCenter is a spin off from ServiceDesk. I know this as parts in the log files refrer to servicedesk and users screens from 2006 had to be changed from the ServiceDesk incarnation to SupportCenter as
No Resolution email being sent
Hi, We have just discovered the Resolution emails are not being sent after a job has been resolved. The user is only receiving messages saying that the request has been updated. I have check the notificaton rules and the "Email User when a Request is Resolved" is active (has a tick next to it). I have now made the "Acknowledge Requester by Email when the request is closed" option active and this works. Any ideas?
escalation best practice
Hello, say a ticket was assigned to tech 1 and there is something that needs to be performed by tech 2. Would tech 1 reassign the ticket to tech 2? Or since tech 1 is the tech assigned is there a way to assign the task within the request to tech 2 without reassigning the entire ticket? Hope that made sense. Mitch
SDP 7.6 Windows server 2003 SP1 upgrade to SP2
Hi Guys, I'm going to update from sp1 to sp2, will there be issues/problems concerning SDP on updating service packs? Thank you for the support.
Technician Roles
Hi All, I want ask if it is possible to prevent to the technicians the ability to assign the Requests to another technician without preventing it to edit the request. This is to prevent technicians the ability to assign his job to another technician, just to release from their responsability. Thank You Gjergji
Support for MS SQL 2005 64 bit?
I wonder if ServiceDesk Plus Enterprise support MS SQL 2005 64 bit? rmo
Services won't start / how to install license.
Hi. We recently had a problem with Service Desk Plus where the service went in "hang." After reading through the forums on similar problems we backed up the database and reinstalled (same build). We now have two problems - firstly (the easiest problem) is how can I apply the license file when we cannot access the program. The second is that when we try to start the program it hangs or simply stops. Starting the program using the "run.bat" batch file has the following effect. It seems we should approach
Time issue after creating a request.....
When creating a request on the helpdesk system..the time display on the system either on my local machine is not the after creating this request. How can I resolved this issue? Thank you for your help.
Add Technician
I have a new technician I am needing to add. We have Active Directory Authentication and Passthrough turned on. But when I go to add this new tech, I am getting the following error: FAILURE :Login with same name already exists. Please provide different value for Login Name. Why is it doing that? I have added other users with no problem, but this particular user is not adding properly from Active Directory. Any help would be greatly appreciated.
Procedure to database downgrade
Hello, I'm looking for instructions how to downgrade db licensed as demo (enterprise) to standard edition (non-demo). Thanks, Vyacheslav
Ticketing/Asset question for everyone & servicedesk support
Hi, So I am trying to find out how other people use assets with tickets. If a tech recieves a ticket for a problem with Printer X, I assume everyone would just assign that printer as the asset in the ticket. My question is how can you track how many tickets have been opened up where that asset was referenced as the problem equipment? Is there a better way to manage equipment in tickets for running reports? Thanks! Ken
"Deleting Others Time Entry" permission is buggy
I just had a technician complain that he couldn't edit his own Work Log. I checked his roles, and after some testing, I've found that I had to enable the "Deleting Others Time Entry" permission in order for him to edit his own Work Log. Here are the problems I have with this behavior... 1.) Why didn't the tool recognize that it was his own Work Log and allow him to edit it? 2.) Now that I have granted him this access, he is likely able to edit\delete other technician's work logs. Not cool! Please
Business Rule and Case Sensitivity
Can Business Rules be set to be non-case sensitive? Try to figure out every way which a customer can capital some key words is an unfortunate way to create rules based upon subject or description... Thanks, Michael
Upgrade from 7.5 to 7.6 . can no longer see requests
We upgraded from 7.5 to 7.6 and now none of the unassigned requests will show in the main page. Recent requests will show in the sidebar, and clicking on them brings them up. So the unassigned requests are in the database, but we can no longer see them. has anyone else had this problem? We have been logging in as local administrator.
Moving installation to new partition on same server
ManageEngine ServiceDesk Plus Version 7.5.0 Build 7506 This was installed on the C:\ of a server but due to low available disk space we need to move it to a bigger partition on the same server. What is the recommended process for doing this?
Asset Printers - New Scan
All, I go to Asset home, printers and new scan and then choose the domain from the drop down list and then the page refreshes and clears anything i have on the screen. It wont let me pick my domain and then click on scan. Is this an issue? Thanks Martin
Automatic Authentication Issues, Latest release and SP
are there any others having issues with authentication/passthrough of users running windows 7 or vista upon trying to log into service desk plus? We have some windows 7 users who are not auto authenticating... XP users seeem to work fine and are passed right in... but win 7 users are not. We are on latest release and service pack. Thanks
Problem with scheduled report showing incorrect data
I have created a matrix report to show created requests for the current month and then scheduled it to run at 6.15 in the morning and send me the report. On checking the data it is not correct against the data in service desk when I create a custom view on requests today for example the automated report is showing 8 requests opened yesterday but when I check the data only 7 are showing. On running the scheduled report manually it is showing the correct information. How can I resolve this problem?
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