SLA limitation...
Why is the "Criteria" limited in the number of fields that can be selected? I am trying to create a default rule that applies to ALL requests; however, I am unable to because of the limitation in the number of fields available to select from. Also, why is there not the ability to assign an SLA from a business rule?
Can not fetch mail - Invalid object name 'MailProperties'
may be after migrating from MySQL to MSSQL server cant fetch mail. ServiceDesk v. 7.6.0.2 MSSQL 2005 no error in internal log. found 2 errors in serverout0.txt [10:32:57:330]|[12-29-2009]|[SYSOUT]|[INFO]|[10]|: [JBOSS] JARDeployer: Failed to add deployable jar: file:/C:/ManageEngine/ServiceDesk/server/default/tmp/deploy/tmp48955mssql-ds.xml.0java.util.zip.ZipException: error in opening zip file and [11:01:59:546]|[12-29-2009]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[17]|:
V7.6 compatibility with SQL2008
Can anyone confirm that MS SQL 2008 is a supported backend database for V7.6 please? Currently running on SQL 2005 and there is a desire to move to 2008 for another project which would be expected to take the SDP database with it. So want to be sure before commiting to the move. Thanks, Andy
Request ID append
Hi, big problem !!!! new reply from user opens new Request every time and i have to "Marge" it. as en example; User raise the ticket and Service desk create a "Request Id".User have mail send that mail CCed to two more guys. Now when other two guys do reply-all on that mail, Helpdesk again create new ticket in stand of append same ticket. can you guys help me please. Thank you very much for time. PG/-
translate file servisedesk.xml
see attach please. how i can translate email notofication and apply changes. just save file this translated text don't work.. thanks for help.
Change Reporting Question
I have a custom query that works fine, and shows all the CAB members against a change. Code shown below What I can't determine from the Change Diagram when I click GET, or from hunting through the database tables is where I get the CAB members approval status and any text they enter. Just the tables will do I'll sort the SQL from there if it is quickest to do that way. Thanks, Andy select CD.changeid as "Change" , title as "Title", ASD.StatusName AS "Approval Status", cr.FIRST_NAME "Requested by",
SDP 7602 - Slow performance on W2K3 platform
Just gone from 7514 to 7602 and the performance of the system seems rather slow now. Platform is Windows 2003 R2 SP2, 4GB Memory, 70Gb hard drive with 30Gb free, xeon 2.4Gb Processors. Sql 2005 as the database. the JAVA process seems to be taking significant memory. Any recommendations on how to restore this to being a snappy system, short of a roll back to 7514 ( which has been tried and the full backup is refusing to bring back any requests!! ) Regards, Andy
authentication required for sending out emails
Hi, I am using SDP to send emails and when I send to a group this error comes back. Your message wasn't delivered because of security policies. Microsoft Exchange will not try to redeliver this message for you. Please provide the following diagnostic text to your system administrator. #550 5.7.1 RESOLVER.RST.AuthRequired; authentication required ## Can somebody help please. I am using SDP 7.6.1 Many Thanks Martin
some SDP DB process block my SDP online (hot) backup DB process
I use SDP v 7601 on mssql I cant do my backup because my backup DB process (ID 54) (DETAIL: ()SELECT count(*) FROM AuditFailureInfo) blockin by other SDP DB process (ID 52) with that detail: "SELECT SystemInfo.WORKSTATIONID,SystemInfo.WORKSTATIONNAME,SystemInfo.MANUFACTURER,SystemInfo.MODEL,SystemInfo.SERVICETAG,SystemInfo.BIOSNAME,SystemInfo.BIOSVERSION,SystemInfo.BIOSDATE,SystemInfo.LOGGEDUSER,SystemInfo.RAMSLOTSCOUNT,SystemInfo.ISSERVER FROM SystemInfo WHERE (SystemInfo.WORKSTATIONNAME = N'{SOME
add new technician to group: technician does not receive mailnotification
Hi, I added a new technician (DMS.GLS) to an existing group, but he does not receive a mailnotification when a new SDR is assigned to the group. (other members do receive the mail) [group mailnotification.gif] I verified the technician-details (e-mail setting), which are ok [gls.gif] Deleting and re-creating the technician does not solve the problem. What could be the cause? Tomas [SD 7.5.0. - Build 7514]
iPhone access
Hi, Since upgrading to 7.6 of SD+, when I access it using my iPhone, it redirects to the optimised site, which is excellent - the only problem is I often want to do more than simply deal with requests from my iPhone. How can I get the iPhone to still access the full application so that I can access the other tabs (eg. Admin tab)? Thanks for any info. Bryan
SDP 7602 - InlineImages
Seems with the upgrade/fix I've carried out that the inlineimages have been disabled. Is this a common issue for all users/windows users or something specific to my implementation? Same issue on live and test environments that I can tell. How can it be fixed asap? Win2k3 R2, and SQL 2005 backend. Regards, Andy
Query Request to show which requests are using a particular department.
I would like to run a query in SDP to show which requests are using a particular department. The string in IE that I receive when I attempt to delete a department is Javascript:callDeptAjax('Edit',9004), can I run a query on DeptID = 9004 to show me which requests are using this department? If so, what would the syntax be? I would them manually edit these requests allowing me to delete the department in question. I know I could do this using an SQL editor, but it’s overkill and a query report would
API & ASP.NET
I am building C# web application for another project, and I want it to kick off (create) a service request. Has anyone done this? Example code would be appriciated.
Mail fetching using imap and Exchange 2003
Running 7.5.0 Build 7500. There is a bug with imap fetching and using a domain login. Everything on exchange is running fine. I enabled FULL logging on imap connecitons and I am seeing the following. Username in SD+ is set to domain\servicedesk, password is set correctly. When clicking save the following error is displayed: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password.
SDP 7.6 Released
Dear Users, We are glad to announce the release of ManageEngine ServiceDesk Plus 7.6 SDP 7.6 can be downloaded from http://manageengine.adventnet.com/products/service-desk/download.html . Existing SDP customers, can move to latest 7.6 version by applying the migration pack available at http://manageengine.adventnet.com/products/service-desk/service-packs.html Existing customers, kindly note, that upgrade to 7.6 can be done only over 7514. Customers in earlier builds can move to build 7514 by applying
How to find what module is referencing a site
Hi There, We have two sites that cannot be deleted because FAILURE :<Sitename> Site is being used by a module. Hence cannot delete it. How can i find what modules are still referencing these sites? I've removed all references between requests and assets, but i still cant delete it. Is there a way i can find out what items are referencing these? Thanks for your help
SLA -reapply
I have and SLA that assigns the response due time and the due by date based on the priority. If a technician then changes the priority of the call based on some new information, the SLA is not reapplied so there is no new updated due by date. eg. Priority Normal - SLA assigns due by date for next business day tech changes priority to low- the SLA for low priority calls should assign due by date to 3 business days however the SLA is not re-applied. In business rules we can choose when ticket is created
Leave a copy of mail on Server
Hi Guys, we are using SDP 7.5, and we use POP3S to fetch our email, I tried to use IMAPS to keep a copy of our emails on the server, but with no avail, even with IMAPS it pulls out our emails from the server, is there a patch or a workaround to leave a copy on server ???? another Question please, why when I try to import server asset from CSV it doesnt ask me for details like when I import workstation ? THNX in advance, ba bi
Automatic change status to closed when violate a period time (request)
Dear all, I am finding a way how to configure settings to automate closed the request after violating a period time (for example: 3 days). For anyonce can give recommend, I am very appreciative. Thanks and regards. DonBach
Time report
Is there a report that I can run that will tell me when a support call/ticket was logged? Regards Greg
Upgrade issues!!!!!
We have several problems after upgrading to the latest build. 7.6.0 Build 7601. We are no longer able to attach files to Preventative Maintenance tickets and all of the PM tickets that we currently have, no longer have their .PDF attachments. Also we no longer receive notifications when a ticket is assigned to a technician. Service Desk seems to react Please advise. Thank you!
How do we customise request page like removing level>tier1 etc field...so that support rep sees and fills limited fields..thanks
How do we customise request page like removing level>tier1 etc field...so that support rep sees and fills only limited fields..thanks
How to see list of P.O. awaiting approval?
How person can gel list of P.O. awaiting approval? There is no tap "Purchase " on the top. Is the only way to get P.O. follow each link in email?
Anonymous Login
Can I setup the helpdesk website page to allow Anonymous Login for user to create a ticket? I don't want to create a user account or import AD account to allow user to logon.
Software Assets Showing up Twice on Workstations
I have several users using Adobe Acrobat 8. What is interesting is that when I am allocating licenses to these users, I see their computer name showing up twice in the Unlicensed Installations. One user shows Adobe Acrobat 8.1.3 Standard for one entry and Adobe Acrobat 8 Standard as a second entry. I have one group for Adobe Acrobat 8 and have assigned all the minor versions to it. Is there a way to have SDP show only 1 copy of the software per machine?
build 7601
Morning - My service reports a new version, but there is no file to download?? Your site only has build 7600... thanks Pete
Sort stacked barcharts by total
Stacked barcharts are not exactly logical in their sorting. Currently they are sorted by the total of the first result, but as you are unable to choose which result type this is it's fairly useless behaviour. I'd like to see stacked barcharts arranged exactly the same way a standard barchart is.
Mobile Client
Hello, I have installed the 7.6 update and so far I'm loving it. However, we have a bit of a hodgepodge of mobile devices that our technicians use. Basically I've only been able to get the iPhones to work properly. We have a handful of Palm Pre's that will not display the website at all. The error I'm getting on the pre is Unable to Load Page Error Loading Page [115] Can you offer any insight? Thanks! --Chad
Unable to Remove Technician + Java Error's on Logon
Unable to Remove Technician + Java Error's on Logon I've upgraded to 7.5 but we are getting numerous java error's on logon and i'm unable to remove a technician from the system, its removed all his detail, but he is still listed and i'm unable to add a new technician due to licensing . On logon we get error's about missing .png files we refresh and then servicedesk semi loads and then we refresh again and it loads ok. I get loading please wait (all the time) while in admin section and opening technician
Does ServiceDesk support Single Sign On?
Does Service support Single Sign On? How can I signle sign on ServiceDesk with CAS? CAS (Central Authentication Service): http://www.jasig.org/cas
How Can We pre-Install Remote Control Agent on PC's ?
Hi there, Is there a way to pre-install the remote control agent during PC deployment ? I want to connect automatically to the remote agent on the workstation without waiting for the installation process... I'm really looking forward to find out the answers.... Thanks.
Publishing Customer Portal
Has anyone had any luck publishing only the portal with isa? I have 7 published sites in isa - all went wihout a problem and work as expected from the internet. The customer portal how ever does not - 403 Error. I can publish the main interface just fine. Anybody run into this?
Mobile version of Servicedesk Plus?
I was just curious if there's any mobile version of SD+ coming out sometime? We use Blackberry Curves, and it would be nice to be able to update a request via our BB.
Notifications
What triggers the following item under notifications? Is it the SLA? "Alert group members by Email, when a request is left unpicked in a group " Thanks chuck
Slow performance SD 7.6 ?
Hello, If someone experience slow working SD 7.6 after upgrade?
Issue with multiple ManageEngine apps running simulateously
We have SDPlus, OpManager, and NetFlow Analyzer running on the same server. From a workstation, we have random symptoms, but always the same result of not being able to have more than one of the apps open at a time. We have tried this with the following browser versions: - IE6 - IE7 - IE8 - FireFox If we have SDPlus open in a browser, then open another browser windows to launch OpManager we encounter the following issues: - OpManager - Your session had been timed out for security reasons. Please
7.6 - Very slow to search a workstation
It spends a long time to search a workstation after upgrade to new version. During searching, the process mysqld-nt.exe always takes about 50% cpu utilization. Before I had met this problem, but it was solved by a service pack which I can't remember. Now the problem came back... It only happens when searching a workstation, not asset, request, etc.
Roles
Hello, I created a role for the technicians with all the appropriate permissions. When the technician logs in and tries to create a new ticket is throws up an error about not being within the scope. (see permissions assigned). When I log in as the adminstrator I notice that the request is in the system.
7.6 No Techs showing to assign tickets to...
Hello, After upgrading to 7.6 I am unable to assign tickets to techs. When I select the 'Technician' drop down box it is empty. If I try to change the 'Site' the requester is in (which should then change which techs are available for me to assign to the ticket) I still have no techs shown in the Technician field and also recieve the attached IE error- Note: I have tried this from multiple computers.
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