Moving users/assets to a new server.
How to I update old tickets to reflect this new site? Is there a script that can be used to do this?
ServiceDesk Plus MSP Edition
Hello Forum Team of ManageEngine, I tested ServiceDesk Plus MSP Edition, and the ServiceDesk Plus Professional, Both seems to be the same in slight things, where is the greatest difference is that the MSP edition is for IT Supporting Companies to logged incidents from their clients. Can someone please to be so kind to provide some more insight on the MSP version What's the expected date to be out of beta? What editions would there be? Free, Pro, Ent. What would be the difference in features between
java.exe utilizing 100% of CPU
Hi. I'm running ServiceDesk Plus Enterprise version 7.5.0 Build 7508 with MSSQL 2008 as backend. The ServceDesk crash on random occations, and the reason seems to be that the process java.exe is utilizing 100% of the CPU constant. I've read a couple of entries regarding this here in the forum, but these seems to be old 'tweaks' - it dosent solve my issue. Please help me :) The default wrapper.config is this: # Java Additional Parameters wrapper.java.additional.1=-server wrapper.java.additional.2=-Dprogram.name=run.sh
Worst Technical Support EVER!
Let me start by saying this product isn't bad. But the Outsourced (Indian) Technical Support is the worst support I have EVER dealt with. We are looking at using the product for our help desk. Although the software looks pretty good. We have spent weeks trying to get basic questions answered by the india-based support representatives. I have had half a dozen IT staff fail to give myself and my fellow workers, basic answers to simple questions. Some of which included: Can we integrate our own MYSQL
Intergration with Exchange 2003/2007
It would be brilliant if service desk could check mail from and exchange mailbox as opposed to a POP mailbox.
how to integrate SDP with other system in user authentication and single sign on
Dear support: we are currently using SDP 7020, now we would like to integrate SDP with our OA system which is used everyday , so our users does not need to log on SDP separately. btw, we do not use microsoft domain. The OA system stores all of our user info , login name and passwords etc. its database is MSSQL that we can access its user table if needed. so is there any method we can do this? any open APIs ? or any steps currently available? Does SDP7.5 have this ability? if yes, how ? so we
restoredata issue
I am trying to move ServiceDesk plus from one server to another. I keep getting the error below. I have tried multiple backup files and make sure the configs were the same. The only difference is the new server has the install on the D drive and the old server had the install on C:. D:\AdventNet\ME\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
Resrict the task?
Hi I want to restrict the task to the technician and requester only. Please advise how can i configure the same.
ServiceDesk needs the In-Reply-To-Feature in mail headers to allocate an reply to the right ticket
Hello, we use a Mailsystem (Kerio Mailserver) which does not use the "In-Reply-To" in its mail headers when you send a reply to a mail. For this reason ServiceDesk creats new tickets when someone replies to a mail a technican send him oder her instead of allocating this reply to the right ticket. I´ve read about that here: http://forums.manageengine.com/#topic/49000003377088 Seems not to be possible to assure Kerio to use the In-Reply-TO in its mail headers. Is it posssible to prompt ServiceDesk
Spam filter
What happens to the email that matches the spam filter? I want to stop some messages being converted to requests but I still need to read them. Regards Gavin
/@@@@@ No MC Name @@@@ : Problem while discovering the workstation.
We have a new batch of Dell Latitude E4200 laptops that we are trying to add to SD+ Asset Inventory. The error "/@@@@@ No MC Name @@@@ : Problem while discovering the workstation." is displayed in the System Log Viewer for each time we run a local scan (using the vbs script on the local machine or try and import the resulting XML manually). If the machine is scanned directly from SD+ then it works - however we MUST use the vbs script as these laptops will be living offsite 100% of the time and the
Local asset scan in Servicedesk plus 7509 fails on snmp enabled server
I have attempted to san several snmp enabled systems and have failed, this includes several switches and linux servers. Interestingly enough the CISCO switch on our network does scan correctly, please tell me your software doesn't care what kind of device it finds?
Workstation scan
Hello, I have version 7.5 I cant scan workstations with XP firewall up. I get de following message"Error : No response received from workstation. Probably the workstation might be switched off or does not exist." What can i do? Regards,
Asset scanning
I cant scan notebook with XP firewall UP. I got de following mesage "Error : No response received from workstation. Probably the workstation might be switched off or does not exist" What can I do? Thanks,
Problem with mail
We are using service desk plus and have had no problem getting our mail. Out of the ble the fetching of mail just stopped. In the admin section where we configure the email everything looks ok, and the mail fetching is running, but it sais that last time it tried to get a mail was thu sep 03 and the time. I have started and stopped the mail fetching but for no use. Anybody who have any good idea why it just stopps and can i force it to fetch mail? Kristin
Unable to link multiple changes to a single request
Hello Support Team, Is it possible to have mutiple changes linked to a single request? Currently, SD+ doesn’t allow me to do this… Your feedback please. Thanks in advance! Kind Regards, Ebbele Wijnstra Application Support Engineer & GI-D Focal Point
Unable to edit Custom Reports due to error message
Hello Support Team, Please could you assist us with this problem. Details you can find below: We would appreciate a quick pickup and response from you. Please find my contact details in my signature below. Preferred contact method is telephone. Awaiting your swift response, thanks in advance! Kind Regards, Ebbele Wijnstra Application Support Engineer & GI-D Focal Point Shell Asset Management Company B.V. Group#: +31 (0)70 3199 215 Direct#: +31 (0)70 3199 355 The registered office of
reoccurring problem with login window
we are running the 7.5 version of ServiceDesk plus at our office. Occassionally, in the mornings before any of the employees have logged in, all the service desk login pages do not show the network selection dropdown menu, and therefore none of the users can log in. not even the administrator accounts on the local authentication. At this point we need to shut down the serivce desk system from the server and reboot it. after that, it usually works. but its still nuisance to have to deal with. we believe
Rename Site?
If I rename a 'Site' (I currently only have one), will everything associated with the site's old name automatically follow, and still remain associated with the same site with its new name?
Email problems with ssl
I have a problem with the email, When I try to download mail from the mailbox will not let me I look in the log an error and gives me license not solve, please HELP here is my log [12:48:22:721]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: portid : 4| [12:48:22:877]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: protocol : pop3s| [12:48:22:908]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: tlsenabled : false|
Problems with import from Asset Explorer
Hi there. I�ve installed Asset Manager (Free Edition) in one of our remote sites. I�ve updated the configurations of the Asset Explorer server so that i could export the assets. Now, in the Service Desk Plus, i try to import the assets and i receive the following error: Problem while importing the assets : Already a row with the same set of primary keys found in this object, this row already exists in this dataobject [SystemInfoDomain, MemoryInfo, ResourceState, ProcessorInfo, PortInfo, DriveInfo,
V7.5 - Distributed Asset Scan Agent
Don't seem to be able to track down the download for the agent for scanning machines not on the network. Anyone point me in the right direction please - I asked during the Beta and got answer "The Distributed Asset Scan will be a seperate download as in AssetExplorer. And as of now this feature is not completely implemented and tested. We will let you know once it is through." Not heard anything about it since and now 7.5 is out I sort of thought it would be 'obvious' Andy
7.5 - Asset Explorer Install
I may just be completely missing this, but it says install asset explorer at a site to have remote updates of assets. Where is the install of this? Is there any documentation on how this is integrated into SDP 7.5? Or is this feature not fully enabled yet since it is in beta?
Moving SQL 2005 database to Another Server - ERROR - HELP!
Question - have recently moved Servicedesk Plus to another server - no problems.... tried moving the SQL 2005 database from one server to another (using the SQL copy gui for the database and log files) - database moved across OK. When I run the change Database file and enter the details of the new location the TEST button works fine but when I go to SAVE I get the following error You cannot configure this database server because the database server is compatible to build 7509 and now you are installed
resource state
Is it possible to assign User/Department to "In Store" or custom created resource states? Currently, I can only see a way of assigning user/department to "In Use" state. However, I need to be able to assign them to "In Store" assets as well as custom resource states. Thanks, Justin
Standard Change Type
We do not want any of our changes to be pre-approved. How do we remove the "Standard" change type from the list of selectable change types?
Apply Business Rules on Chanmge
Hi, I'm currently evaluating ServiceDesk Plus for the company I'm working for. Yesterday I tried to automate some work flow with help of business rules. But as the description says they are just applied to new request. I thought I tested that before and was able to create working business rules, that react on changes to a ticket. But I'm not 100% sure anymore. Is it possible? Is there a way to apply business rules to existing tickets, when they change (for example the priority)? Thanks Markus
"Email" field on Requester Login Page
Placing "Email" field when Requester is logging in Requests. ##########Example: Some groups, which is having several Users; but the Managers require only 1 User Login ID. ****Given: Accounts Group = 5 Users (user1, user2, user3, user4, user5) Accounts Login ID = accounts Registered Email ID = accountsmanager@domain.com Requirement/Details: If User1 (user1@domain.com), registers ticket; the Notification Email will be sent to user1@domain.com and not to accountsmanager@domain.com. By placing the "Email"
Embedded images from email not appearing in description
We moved the email address for servicedesk to Exchange 2007. Now, when emails arrive the tickets are created, but any images that were embedded in the message show up as attachents instead of being in the description of the ticket. I confirmed this behavior with Outlook 2003 and Outlook 2007. (Requester name was removed from the image by me) Having these images embed properly is fairly important feature for us - I would be interested if this can be confirmed by anyone, or if I just have something
Easier to import ae_scan files...
Some times I go to a job site (these can last for a few months to over a year) and I will run ae_scan on the systems there to have an updated "scan" of that system. Now there can be several of these files, especially if I visit multiple sites. When I get back and want to add them, I have to add them one at a time. Is there an easier method or can an way be programmed to import several at a time.
AD Import
Hi Is there any way to import ”street” from active directory to my requesters in SD+? In AD-Import i can´t choose alternitve. It is importent for me ho have that information. I hope someone can help me //Erik
Please include SITEID as a filter in ALL report types
In the current inclination it is impossible to pull up a report on time spent tickets by site unless you manually create a query which means you lose the grouping and summary options. Please include SITE in ALL reports. Thanks!
Software Assets Issue
Hi, Just wondering if there is a way to get the assets, mainly the software group, up to date? We where doing an audit and noticed a large portion, of the 1550 detected software on the network, did not exist on a machine or on the network anymore. Yet it stil appears under software asset? I can see no button to perform a 'new scan' or 'clean out expired items'. Please let me know if i have to go through these thousands of items and manually delete the ones that arnt actually installed anymore. Im
Is there a way to edit flash reports?
I have managers that would like to be able to add/remove fields from the flash reports, is this possible?
Who can log calls via an external mail address?
Hi all, newbie here, I logging a call via my gmail account to our Servicedeskplus application at work. The call was logged and a new requestor was added with my name and gmail email address. This concerns me as it means we could get spammed with bogus requests via an external email address. I am interested in the rules governing if an external email to the servicedesk email adress will result in a request being logged. In my case I believe the call was logged because my name in Active Directory matches
Schedule AD import not working
Hi I have my schedule AD import set up for once every day but this is not working. Some new users created some time ago have not been imported. Thanks
Confirmation of request
Is there a way to resend the confirmation that the users gets once his request is received by Service Desk?
General Question
What causes a Change Request to be "Approved by System?"
Adding / Closing tickets is very slow
Hello, We are finding that lately our Service Desk is running quite slowly (Version : 7.5.0 Build 7508) Adding a contact or in particular closing one takes 5-20 seconds where it used to take 1 perhaps 2. We are wondering if there is some kind of maintenance or optimization that we should be running on mySQL or alternately if we should migrate the database to one of our SQL 2005 servers. The server that houses the helpdesk is a reasonable (if single core) machine but it does have plenty of hardrive
Groups/Sites Problem
When I first got this thing (SDP) going, I created a site. Then, when I created groups just now, I placed them into the site which I created earlier. However, when someone now goes to create a request, neither of these two groups show up in the groups drop-down list. How can I change it so that everything is operating within the same site (the site which I created)?
Next Page