Requesters adding Attachments to existing requests
Hey Guys Just wondering if there was a way for Requesters to add attachments to existing Requests. At the moment I need to get them to email me the required Attachment and then edit and attach the document. It would be so much easier if the requester could do it them selves. any help would be much appreciated
FAILURE: There was an error trying to delete the task of preventive maintenance
FAILURE: There was an error trying to delete the task of preventive maintenance 1 Please report the problem to the administrator of the system, including the error code - 1,260,902,803,528.
Review Function in ServiceDesk
Hi, I would like to know if there is a send to review function in ServiceDesk. For instance, when a technician has accomplished the task or request we would like one of our staff or management to review the accomplished/completed task and having the other staff or management to verify that the ticket can be closed out. Thanks,
List of Issues that gets addressed in upcoming 7601 hotfix releases
Dear Users, Following are the list of issues that is getting addressed in the upcoming hotfix upgrade which is scheduled to release tentatively by early next week.Issues fixed in this Service Pack 1. SD-24232 : While saving the "Pass-through" authentication settings, we will try to create a Computer Account in the Active Directory based on the configurations. Currently if the Computer Account creation is through we will add the configured information into our database. Now it is modified in such
Software Installation Configuration Problem
I am currently testing Manage Engine 7.0.0 / desktop central with a view to purchase for 200 desktops. I have successfully used the product to install sw / rollout icons / copy files and am now trying to install an msi package with the command line c:\windows\system32\msiexec.exe /i \\servername\packages\cdacl\cda_setup.msi /quiet. When I run this command from a command line on a target pc it runs, adds a shortcut to all users desktop and adds the application to add / remove programs but when I
Email request date
Anyway to see when the email request was sent not when the request is created in SDP? I am on 7.6.0. Raphael
Node licenses
Nodes are listed as covering assests, but is that only scanned assets, or is that all assests both scanned and manually entered? If the later is there a way to get a full listing of every single asset?
http://forums.manageengine.com/#NewTopic
Hi! I am using the free version of SD7.6 and I enabled SSO. However, now I cannot login as the local technician account. (administrator). Without access to the local account - I am unable to use this product. Thanks! ~Namaste'
Error: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password.
Hello! I am hoping that you can help me, I am trying to set up ME SD+, but I am getting the error: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. My details all appear ok! It is set to POP and port 110. You're help would be most appreciated!!! Kind Regards, Dayna
Technician drop down list is blank
I have a problem after upgrading to version 7600. A request comes in via email. I can assign a technician from the Assign menu item. If I edit the reuest, the technician will be blank. If I click on that field the technician drop down is empty. What is going on? How do I fix? --Patrick
login cache
We are trying to re-assign all users to their pc's due to a lot of moves/changes. Is there anyway of clearing the cached logins from previous scans.. (we run the scan in our login script)..
Closing a ticket from a template
I have a template that when used, closes the ticket when it is submitted. Is there anyway to have a set user for that ticket that all regular users could use or could not change?
Changing approval link
Hello, I need to change the approval link to display FQDN of the service desk website so users in other domains can access the site. What tabe is this information listed on?
Modifying product type generates "HTTP status 500-"
some of our printers were classified as workstations as during a recent scan. when I try to modify the product type I get a HTTP status 500- box pop up with a bunch of information on it. I have uploaded a snipet of the error message. The product is already defined in the products section and when I select it and hit apply this is what I get. This happens for ANY product I try to update or change. Thanks for your help.
Displaying Request Type
We are on 7.0.0 Build 7011. The SLA screen, Criteria section, refers to a Request Type field but this field does not appear on the Request Form and so it cannot be set. How can we get this to appear on the Request Form?
Error dialog boxes
If I got to refresh the page on the application I get these three error messages. I tried restarting the service but still get the same error messages. This is the first time I am seeing this error. I am running SDP 7.6
custom report / type: Tabular / module: TimeSpent -> problem with column "Cost entry date"
Hi, Here's is the situation: Our technicians are obliged - while working on a request - to add info via "Add Work Log". Exept when the solution is found immediately, then the request is closed by adding the solution via the resolution tab (thus without adding an entry to "Add Work Log") When I create a report (see attach for colums and datefilter) without the column "Cost entry date", the report is ok and gives all request conform the applied filter (see attach). When I create the same report, but
Topic HTML formatting changes in version updates...
In one of the more recent versions, html formatting support for requests was added as a feature, which is very helpful. However, I have noticed that the embedded CSS in html formatted messages from outlook interfere w/ those of the helpdesk system when viewing these tickets (link color changes, etc). Also, you might want to consider adding such changes as options in future versions. I had used line breaks for formatting in request descriptions and after the update the line breaks are now stripped
7.6 Business Rule Status Closed not applying
Hi, since upgrading to 7.6, my business rules are no longer setting the request to closed. All other rules are applying, category, sub category, item, priority, urgency, etc...but the status to closed is not. I have enabled the overide request with business rules but it is still not applying, I have recreated the rule from scratch, same issue, I have also restarted the mail fetcher. I do have enabled that a request cannot be closed without a resolution or a technician assigned, but this was not an
Request overview: possible to display tasks?
Hello It could be useful to display the open tasks per request in the request overview. Is it possible to do this via a filter? Anyone else needs this feature? Marc
Error when migrate from mysql to mssql SDP.v7514
I want to change db server from mysql to mssql, so : -I installed new 7514 SDPserver -select mssql db server (MSSQL2005) -run run.bat (default DB create sucsesfull and all OK) -restore backup from old SDP server ver 7514 with mysql. So I have error when restoring: Please wait ! Restoring in Progress................... Error Tables : softwarelist 0-----------------------50------------------------100(%) ==================QUERY = INSERT INTO holidaydefinition (HOLIDAYDEFINITIONID,HOLIDAYDATE,DESCRIPTION,SITEID,ISRECURRING)
Hide Tabs From Requesters
We have been using SD+ for the past few years internally. Shortly, we are going to make SD+ available to external partners via a web url for issue reporting. Is there a way to hide tabs from external users? I would like to hide the "Solutions" tab and info from our external user login accounts. They don't need to be able to query solutions to our internal issues over the last few years. External users will be using SD+ strictly to just report issues to our company as requesters in SD+. Currently
reopen tickets
Hi, how do I reopen a ticket as a technician? Is it a simple as changing the status from closed to open? The reason I ask is that when I did that the ticket shows as open but does not seem to have a new create date. Should it? Some guidance would be helpful. Thanks
How can I disable SSL?
We no longer will be needing SSL, so how can I disable the SSL and change the default port from 443 to 80? Thanks Jamie
servicedesk doesn't start
Hi; When I open the SD+ it can't starting. "There is an error There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up." How can i resolve this? STATUS | wrapper | 2005/10/26 13:52:26 | ManageEngine ServiceDesk 4 installed. STATUS | wrapper | 2005/10/26 13:56:28 | Starting the ManageEngine ServiceDesk 4 service... STATUS | wrapper | 2005/10/26 13:56:28 | --> Wrapper Started as Service STATUS | wrapper | 2005/10/26 13:56:28 | Launching a JVM... INFO | wrapper | 2005/10/26
Mail Format problem in Serice Desk Plus
http://forums.manageengine.com/topic/problem-with-email-format-in-servicedeskplus-system
Need some advice - does SD+ suit us?
Hi, We are a small, relatively new IT company. Historically, many of our IT clients have been small SOHO sort of clients. In the last couple years we have moved into the 25+ computer companies, and recently have (potentially) now signed a government / enterprise level client in the 75-100 computer level, with significant expansion coming soon. We're running 2-4 technicians. In an attempt to be proactive, we're trying to get out ahead of the need for a ticketing / asset tracking system and have
different closing rules for different groups
Currently I am not using sites, SDplus enterprise 7.6 In our company we have 3 groups to support our users. 1. network group (managed by network dept) 2. desktop group (managed by support dept) 3. server group (managed by support dept) I would like to not include group 1 when I set request closing rules as I do not manage them and they have different processes. I do not see how this can be done so next I thought of creating a separate site. This looks like it will not work as I have to assign requesters
Problem scanning new worksation
Hi, Im having a problem while scanning a new worksation. I scan it and no errors are reported, but no changes are made in the worksation information. I can scan almost all the others worksations, and being this new machines it must be a windows problem, i follow all the indications given when a unsuccessfull scan, but no change. Any ideas? Thanks sorry for my english.
Scanning Asset Domains from across the Internet?
Just wondering if anyone knows if this is possible. Completely dropping the firewall in some locations makes it possible to connect to the AD computer, however scanning the network doesn't work... obviously this is because of the whole NAT issue, but rather than fight a ton, I thought I'd ask if there was a known solution to this... I'm assuming connecting into the local network through a VPN would be one solution... >>>Michael
7.6 Backup problem
In preparation for moving to a new server I tried to run a backup after installing 7.6 and received an error. I'm running 7.6 professional on MySQL. Text of backup attempt: C:\AdventNet\ME\ServiceDesk\bin>backupdata Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database started Nov 30, 2009 12:13:39 PM com.adventnet.servicedesk.server.utils.SDDataManager <i nit> INFO: rootDir :: .. Nov 30, 2009 12:13:39 PM com.adventnet.servicedesk.server.utils.SDDataManager
Notifications for On call staff
Hi, We have a rotating blackberry in a couple of departments that is used for on call support purposes. It would be nice if we could trigger an email to the blackberry for either a new request or problem that is created and not assigned to someone. It would be even better if we could trigger the alert based on a specific priority. I suppose a technician of 'on call' could be created, but that is a waste of licenses and doesn't address the priority portion of the request. Example 1: On call staff
Assigning assets to a site
Hi guys, We're tidying up and cleaning out our asset list and are trying to assign assets to particular geographical locations. We're pulling up all machines within a certain IP range (each site has a seperate IP range) and then in the asset search selecting all and clicking "Assign to site"However, while the system reports "Resources Assigned to Site Successfully" the site field on the asset view has not changed, nor do the machines show up on a report run to show all machines in that site. Is
Terminal Services CAL's - 7.6
We utilize Terminal Services in a Windows 2008 Environment. For this one environment, we need to track the CAL's for Terminal Services, and the CAL's for Windows Server. In addition we need to track the Server License for the actual server. How are we to track the Terminal Services and the Server CAL's separately. The Server cals can be applied to the Software, but terminal services is a service and not associated with a software. We can apply the Terminal Services CAL's to the server OS, but
Exception_Access_Violation
Receiving the following error in Wrapper.log after crash of SD+. SD+ only runs for about 4.5 minutes before crash. SD service always stays running. Also, mail fetching only work immediately after restart then fails subsequent times. INFO | jvm 1 | 2009/03/06 19:37:59 | SDPCrash-OutOfMemoryError STATUS | wrapper | 2009/03/06 19:37:59 | Filter trigger matched. Restarting JVM. INFO | jvm 1 | 2009/03/06 19:38:25 | # INFO | jvm 1 | 2009/03/06 19:38:25 | # An unexpected error has been detected by HotSpot
Can the standalone workstation scan script collect UDF data also?
If we know how to collect more data using the standalone audit VBScript, would the import routine be able to import the data into UDF fields such as UDF_CHAR1, etc? If so, how would we format the data? Dave
Notification for Closing Task in Change/Problem
When a Task is created in a Problem/Change, there is e-mail noticing the technician but when the task is closed, there is no e-mail informing the task's initiator. Is there any options to fix that?
False Preventive Maintenance Tasks
Hi! Open Preventive Maintenance Task in Admin for edit. On tab 1 (Task Template) click Save. Task succesfully saved. And new task is created right now. But why? I want only edit task, not create. Thanks.
Bug while renewing contract
Hi! After renewing contract number of new contract increased by 300.
How do you allocate a software license to an asset or user?
I have tried everything and cannot figure out how to do this. I have allocated the licenses but I am stuck. How do I proceed? Thanks, Thomas
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