Service Desk Crashed
Unable open Advenet Service Desk Plus unable to take backup C:\AdventNet\ME\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database not started. Starting ......... Aug 1, 2009 5:51:53 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer execute Command INFO: Command to be executed ..\mysql\bin\mysqladmin -u root --port=33366 -h loc alhost version Aug 1, 2009 5:51:56 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer
When Scanning a Remote Workstation how do I identify the specific process?
I am running a remote scan on a laptop and need to identify the process in Task Manager. Also, can the scan process be given a higher priority?
User can't login after upgrade to 7508
After upgrading to 7508 one of my users is unable to login, after prompted for his windows credentials, the browser keeps refreshing the following link: http://servicedesk:8080/j_security_check Thank you.
exchange + smtp
Hi I have a problem with sending smtp in SDplus via an exchange server, my server uses authentication and ssl. I enable authentication in the SMTP configuration in SDplus and does not work,I sending the log to help explain. [09:22:06:703]|[08-03-2009]|[com.adventnet.servicedesk.notification.util.NotificationFactory]|[INFO]|[33]|: Into send mail notification toAddress : jmf@mydomain.com ccAddress : contentType : text/html| [09:22:06:703]|[08-03-2009]|[com.adventnet.servicedesk.notification.util.NotificationFactory]|[INFO]|[33]|:
Agent for asset management
Is there any plans, or is there already an agent/client that we can deploy to simplify computer scanning in ServiceDesk plus? Thank you, Bill
API Enhancements
While using the API, I have found some areas that could use improvement... 1. Documentation - A full list of the attributes would be helpful 2. Attibute (attachment) - It sure would be helpful if we could create an attachment (or multiple) 3. Attribute (reqTemplate) - It would be beneficial to apply the selected template to the submitted request instead of just populating the "Template" field. 4. Attribute (SLA) - I would like to be able to apply an SLA 5. Passthrough Authentication - It would be
Workstations Failed During Scan
I have a lot of workstation that are not in use right now and are showing up failed durring scan. Well thats because they are off... I have some in Not In Use and Dissposed and then still are showing. Is there a way I can get them not to show up when doing the scan? I removed them from AD as well....
Help with Aged Call
Hi, I have been asked to produce a report that listed all of the open\pending request and list the age in the number of days they have been open. I found where someone had attempted to this before, but I can not getting it working. Keeps returning blank screens. Our database is a sql server. Anyone able to help?SELECT wo.WORKORDERID "Request ID",wo.DESCRIPTION "Description",td.TASKID "TaskId",td.TITLE "Task Title",aau.FIRST_NAME "Requester",au1.FIRST_NAME "Task Owner",no.NOTESTEXT "Notes" FROM WorkOrder_Threaded
Do I need to do anything to enable the ServiceDesk API?
I am trying to use the API, and have followed the guide, but when I use the URL specified I just get an Apache 404 error. HTTP Status 404 - /servlets/RequestServlet type Status report message /servlets/RequestServlet description The requested resource (/servlets/RequestServlet) is not available. Does anyone have any ideas?
Unable to send /recieve notification
We have problem send/recieve notification through SD+ All our settings are fine... and our exchange server running fine, Here is the message from event log Exception while trying to send notification for Request ID : 5 Mail sending failed. we are running with sd+ 6 Version : 6.0.0 Build Number : 6003 Please advise us..
Custom Report Help
I am wondering if there is someway to make a report detailing how many copies of a piece of software are installed on a pc with a count for each day/month/year. The report would list all of our software and for example on July 1st we had 50 copies of office 2007 standard installed and july 2nd we had 55 copies installed ect...Can anyone help me make a customer report? Thanks, Dave
Slowly request open
Good afternoon. We use SD + with last update. We have one remark. The program brakes if to select a mode to show all request to try to open another's request... Can open minutes 3-5. If to work only with request which are assigned to me - that all very fast opens.
Changing requesters views does not work.
We set our department heads and directors with the ability to view all requests for their department but it seems that after a few hours (approximately 24) it keeps reverting to show only their own requests. Please advise if there is a fix for this or will there be one as it is quite annoying.
Failing to Scan Server
The error message is FAILURE :One of the attribute of the Workstation refers another Object which does not exist. Hence cannot add this workstation. Please can someone advise of possible fixes, strangely, this server is being detected as a router in the automatic scan but none of the settings are available.
Changing the URL for the approval link
Hi, I am planning to publish SD over the internet. I notice that the approval link sent to the approvers has the NetBIOS name of the server where SD is resolved. Can that be changed to an URL like helpdesk.mycompany.com so that it can be accessible over the internet ? Thanks in advance for any suggestions on a solution. Cheers
How do I assign a technician to a subcategory in ServiceDeskPlus?
How do I assign a technician to a subcategory in ServiceDeskPlus? Category and sub-categories are assigned, but need to assign techs to the various 30-odd sub-categories. Your assistance is appreciated. Pat
Import Data to service desk
I import data to DB Table Sample WorkorderID=50 -- workorder -- workordertodescription -- workorder_fields -- workorder_threaded -- workorderhistory -- workorderstates I Can't New Request ==> ID duplicate I No restart service Please Help me I do not know where that store. [WorkorderID]
Service Desk Windows Vista
Web site works with port 8080 and does not load on Windows Vista. anyone has idea why?
Custom Report Help
Hi, I am looking for a report that will list a workstation, user assigned to it, and date a specific software was removed. Looking to generate a report that will list all workstations/servers on when we uninstalled office 2000. Also would like one that shows when a specific software was installed. Thanks, Dave
smbios - asset tag information
I would like to see smbios information, specifically the asset tag info, gathered as part of the resource info for workstations.
Requests & Worklogs
Hi, I have an SQL query (either taken from this forum of slight modification to the inbuilt queries, I'm not sure) to list all requests with as much information as I want except I can't find out how to add the Work Log to the report. The query I use is :- ##### SELECT wo.WORKORDERID 'Request ID',mdd.MODENAME 'Request Mode',qd.QUEUENAME 'Group',aau.FIRST_NAME 'Requester',dpt.DEPTNAME 'Department',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',icd.NAME 'Item',wo.TITLE 'Subject',cri.FIRST_NAME 'Created
Unwanted additional entries when trying to do a custom filter.
Hi, I tried today to set up a custom filter to show calls that 1) are not closed or closed no fault found, and 2) were for one company only. When I ran the filter, no records came back. When I investigated why, I found that additional lines for the filter had been added, and additional entries against the filters ie another 'closed' had been added in request status when I'd only put closed or no fault found. Then when I clicked on the created time it gave me a weird calendar. See attached for what
Strange Error in SD Plus - 7508 - Request added Successfully with RequestId:#####.But this request does not fall under your permitted scope. So you are not authorized to view this request.
Some Technicians have started to received the below alert when creating or deleting Requests and Changes. The alert appears to be false as they can indeed view, edit and delete the request or change stated in the error message. I am guessing that this is related to the site function, but all the config appears to be fine. Request added Successfully with RequestId:#####.But this request does not fall under your permitted scope. So you are not authorized to view this request. Has anyone else seen
The workstation is already discovered
We are running ServiceDesk 7.5.0 Build Number : 7506. When I try to do a domain scan I get this error message: The workstation is already discovered. Our network is based on Windows 2003 servers and workstations with Windows XP. This was not a problem when we used an earlier build version of ServiceDesk. Hope anyone could help. Regards, Eric
Clock Stop Time
Hi, Does anyone know if it is possible to create a report that shows how long the timerhas been stopped on a Request for? We stop the timer by using the Status field but it would be useful to see this period of time in a report. Thanks, Paul
Assets problem
I'm trying to use Windows Domain Scan. After the starting the scan process I can view "Successful scan: 200" and "Failed scan: 100". But when I go to "Assets", I can see only 16 workstations detected. Is it normal? How I can fix it? Latest SP is applied...
Cannot edit a Request’s Due By date
We are using SDP Version 7.5.0, build 7504. Technicians who are not assigned the Role of SDAdmin cannot use the “DueBy Date” field on requests assigned to their Group. This field is marked “-“ when viewing the request and “N/A” when attempting to edit it. How can I activate the "DueBy Date" field for Technicians who are not in the SDAdmin Role? Thank you.
Access over the Internet
I´d like to know if there is the possibility to run the software hosted in my Webserver over the internet not locally, my server has IIS 6 and ISA Server 2006. SD+ trial version actually respond in http://127.0.0.1:8080, I have no experience with tomcat
Custom Report that lists Active PCs that have failed to Scan.
I have noticed that when on the asset tab you see the total of pcs that “failed to scan” When I look at that list the majority of them are pcs that I have set to “Disposed” status. In which case they will ALWAYS fail to scan. The problem is that makes it difficult to wade through the list of failures to find active PCs that have failed to scan. I would like to have the ability to get a report or to modify the assets tab so that it only shows you the active PCs that have failed to scan.
Error when Remoting to a 2000 Pro PC
Im getting an error code 1,248,960,069,273 when Using the Remote application.
connection between group and catagory
heya The problem i am addressing about is the connection between group and catagory. As admin, when i would like to choose catagory, sub etc, inside the edit option of a certain request, there is a TREE link between them all. So when i choose a certain catagory, a certain sub is being opened to choose from in the drop down menu and it can keep divide into subs. Is there a possibility to connect / add the GROUP section to the top of the tree? So it will be GROUP------>CATAGORY------>SUB CATAGORY------>..........
Column title display error and column customize button doesn't work in assets view
Hi, I met the problem about display and customize column in most of assets view of my SDP, shown in the attachment, lots of column titles were shown as "[Rendering Exception]" and the column customize button hasn't worked for a long time, could you please help me fix them both? Thx in advanced. My SDP version is 7.5.0 build 7508. Jun ZHAO China
Report That List Requesters + Assets Associates
Can there be a report that will list all the requesters and assets associates with it? Mainly just workstations, alot of our users have two computers (notebook, desktop) and this would help us organize them. Thanks, Dave
$Description variable doesn't work in CAB notification
When a can notification is sent, we use the $Description variable to include the description of the change: However, when the email is received, no detail is included for the description, so it looks like this variable doesn't work. Can someone try to reproduce this and see if this variable is working or not?
changing the backup location
When i change the backup location the backup fails giving the error below. I have ensured that the user (the one servicedesk uses) can read and write to that location but the backup still fails, when I change the backup back to the original location the backup works again. Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com
Asset upload from CSV with department assignment
Greetings, We're using ServiceDesk Plus 7.5. When I upload non-IT assets via CSV upload, it works unless I try to assign the asset to a department (in this case, department "CWI"). Here's my data: Product Type,Product Name,Asset Name,Department Database,MSSQL,CWI_ECD_DB,CWI Database,MSSQL,CWI_ECQ_DB,CWI I am mapping column 4 to "Assigned Department". When I import I get these errors: RECORD : Database,MSSQL,CWI_ECD_DB,CWI Error : java.lang.NullPointerException RECORD : Database,MSSQL,CWI_ECQ_DB,CWI
Request templates won't change request status
Version 7.5 build 7509 using MSSQL 2005. I have request templates to close common types of requests. Since the update none of my templates will change the request status. They should change to "closed". Any ideas? Thanks, Dean
Servicedesk upgrade to 7.5 failed and unable to start servic
Hi I have upgrqded the servicedesk to 7022 and it was fine. Today I tried to upgrade to 7500 and it failed and now servicesdesk is not starting. It wrecked the servicedesk. I have restored the DB but still no success. Can any one help me out. I do not have service desk and users are suffering. regards Talpasai
Deleting Requestors
All, Please could you advise on the following: - 1) If a user is disabled or removed from AD, and then I do an AD import into SD+, is that user removed from SD+? 2) If I remove a requestor or technician from SD+, what happens to all the requests\changes\etc attributed to that user? I am using 7022 currently. Thanks, Davey
Redesign Surveys
The current survey section is limited to only sending a survey based upon a helpdesk call being closed. I'd like to see the Survey section be separated from the helpdesk, but allow rules to be setup to still perform this function. In addition, specifically, I'd like to have the ability to use the surveys to be sent at ANY time to any email address specified within a field. Basically, I'm asking for an independent survey feature that can be used for any purpose, not just for helpdesk requests.
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