SQL Querys and dates and or Query setup
I am trying to query the requests database but no matter what I do I can not get it to give me the following results : I want all requests that were open on DATE X, that were created before DATE X for CUSTOMER Y. I have tried using the report builder and also the query builder. Neither provides the correct results. Using the query builder btw always gives the following error : java.lang.Exception: Syntax error : function LONGTODATE not closed properly! This is using the query copied straight out
Email requests
I have enabled incoming email but in the requests form it only shows the subject of the email and not all of the body. Without the body of the request the feature is no use to us. Surely there is a way to view the entire email message? Thanks
Hotfix 7508 Released
Dear users, Hotfix 7508 got released. Kindly refer to the below link for more information about the release. https://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000003407141 Thanks & Regards, Srikrishnan ServiceDesk Plus.
Operational categorisation and Product categorisation
We find that the Category\ Type\ Item (CTI) classification only works to a point and that you potentially end up with a large number of elements trying to match user requests. Does anybody know whether SD+ will allow you to specify Operational categories and Product categories, similar to Remedy ITSM 7? The two levels allows you to classify the request in an Operational category describing what happened and a Product category which describes on what it happened which could be directly linked
problems forwarding html emails - <cr> being stripped
We have been forwarding some of the conversation emails to outside companies, and some of those companies are either not getting the emails , or the html is being corrupted. What we have found is that the <cr> at position 76/77 within the html part is being stripped by some mail servers , and this is then concatenating all the html code together into one single line. This can then become too big for some mail servers ( smtp RFC says 1000 chars per line) and they reject it , or they inject their own
Unable to report on "pick list" custom fields
We have three custom fields in our default template. Two of them are "Single-line" text fields; the third is a "Pick List" text field. When we go to the reporting tool, we do not have our custom "Pick List" text field as an available field to report on. However, we can report on the two custom "Single-line" text fields. Please issue a bug fix to address this issue. Thanks- Marc
test upgrade from 7015 to 7507
Hi, I want to test athe upgrade from 7015 to 7507. Here is a list of the steps I have taken so far: Took a backup of our SD database and restored it to another SQL server - simple. Installed another instance of SD on another server and connected it to the copy of the database. Took a backup of the original server settings with backupdata.bat and restored it to the test server restoredata.bat When I try to run run.bat this is the output I get: Can anyone shed any light on this - it is
Multiple user notification
I have a user that when she logs a particular call she needs to notify others that she is logging it. It doesn't need approval but it needs to be sent as information. Can this be done through the servicedesk?
Change the image you see when you shall login
hey! How can I/Is it possible to change the background image from the default AdventNET image to a custom designed?
Any Windows popup tool for new requests?
Hi, I wonder if there is any official or third party tool for notification of new requests as Windows popup message? Thanks...
Hotfix 7508 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7508) can be downloaded from the below link. http://bonitas.adventnet.com/servicedesk/04Jun2009/AdventNet_ManageEngine_ServiceDesk_Plus_7_5_0_SP-0_8_0.ppm The new build 7508 addresses the following issues. Web pages will be updated soon. SD-20692 : NullPointer Exception upon clicking the Request approval link and subsequently unable to approve the request. SD-20601 : Upon editing a request and changing the template, request fields
7507 hotfix success stories?
Hello all in the general user community. Did anyone install 7507 successfully yet? i am sure that our friends in India have tested it fully but until i see that someone else has been able to do it, i'm not even ready to do it in my test environment yet! cheers (and good luck!) -lb
Active Directory Import Problems post 7506 upgrade!
Importing from AD is not possible post 7506 upgrade. When an import attempt is made the window just hangs. Is this fixed in 7507? I am reluctant to move to 7507 as I have read so many bad reports!
Verbiage for Report: Workstation and Last Logged In User
There used to be a post in the old Forums with the SQL verbiage on how tpo do this - sadly, I didn't put it in the Solutions section of ServiceDesk (Oh, the irony). Can anyone give a point in the right direction? Thanks - M.
Test Upgrade from 7015 to 7507
Hi, I want to test the upgrade from 7015 to 7507 by taking a copy of the Service Desk Plus including SQL database, here is what I have done so far: Took a copy of the SQL database and restored it to another SQL server - simple Installed another instance of ServiceDesk Plus, same release as the original, on to another server and pointed it at the copy of the database. Took a backup of the settings from the first server using backupdata.bat and then ran restore.bat on the test server When
Troubleshooing failed workstations
If this is already on the forums my searches have missed it. I've got a number of failed workstations that I'm trying to sort out, the first part of that process being to remove the printers, access points etc. that got added when I scanned the network rather than the AD. I can do it, but it's not straightforward. The problem is that if I click the Delete button I'm told to "select the workstation[s] to delete" but there are no checkboxes. I've checked the source of the page too, and there aren't
Report on workstation by installed software?
For the life of me I can't find a way to do this, or a workaround to cheat it. Basically, installing 7.5 and finally getting the workstation scanning (mostly) working has hilighted a few issues, the immediate one being our antivirus situation: some machines still have Symantec, some AVG 7.5, and most have AVG 8.5 which is our standard. I'd like to get a list of those that don't have 8.5. The trouble is that there doesn't seem to be any link in the reporting system between workstations and software.
Ticket viewing problem
Hi, We have a problem where suddenly another techinicians are able to view a ticket that is not assigned to him. We assign a ticket to some other techs. Is that possible? is there anything wrong with the setting? help pls. thanks
error during upgrade to 7507 and now database won't start
I have opened a ticket with support and have been sent over the the "evaluation team" but no response yet so thought get an suggestions from any on here. We applied patch 7507 and it failed and now server wont start when I run run.bat it says "database creation failed" and nothing can start looks like I'm in an upgrade limbo.
SD Plus Pingable Assets
I need some help understanding this product and how it functions in regards to 'scanning' 300 printers and various routers. Some printer assets do scan however none of the relevant information such as IP address are added into the SD system. This is a huge issue. How can I troubleshoot a product that my staff cannot even find the IP for? How do I rescan an pingable asset that has no IP address? How do I find the IP address of my access points when I have no place to put the IP address?
Notification when requester assigned/ changed
Requests coming in via our voice-mail system , are all assigned to a generic "voice mail" requester, We then assign the correct requester after listening to the message . We would like service-desk to send a notification to the new requester if a requester is changed .
Unable to Edit Reports post 7506 upgrade.
We can run, but not edit, existing reports post the 7506 upgrade.
Requesters unable to log requests
Hi, When a requester click on the "Add request" button after filling out the request form the page hangs. They have refreshed the screen, but to no avail. Any ideas Thank you Thomas
Requester not getting email notifications
Hi, since support does not seem to answer emails in a timely maner. My service desk 7022 is not sending email notifications to the requester. The technitians are receiving the emails
UpdateManager -c does not interactively prompt for backup
I'm new to ServiceDesk and still in my 30-day trial, though we will likely go with the enterprise edition shortly. We installed the latest version (7506) initially and when setting up the mail servers realized we could not retrieve inbound messages using SSL with either POP or IMAP (a requirement in our organization). I was then hopeful to see that 7507 was released and provided secure POP and IMAP options. I ran UpdateManager.sh from an SSH session and received the "No X11 DISPLAY variable set"
Secure ServiceDesk website
I would like to be able to secure our ServiceDesk plus. We have it accessible to the outside world and I need to use https. There used to be an option on the older versions, but I can't seem to find it in my 7504 build.
SDPlus picking up wrong NIC/IP address
When I click on the system tray icon for SDPlus, the server status is showing me the IP for a secondary NIC pointing to our back-end SAN. Not the Primary LAN facing NIC's IP. Where can I correct this?
API functionality not working 7.5.0 build 7506
Hello all. I am hoping someone can shed some light on why the API interface is not working for us. We are attempting to have a secondary app open requests in ServiceDesk. We have tried to use an NT Domain Account along with a local account. Here is the code we are using that uses a dummy local authentication account: #!/usr/bin/perl use strict; use LWP::UserAgent; use HTTP::Request::Common; my $URLtoPostTo = "http://SDServer:8080/servlets/RequestServlet"; my $browser = LWP::UserAgent->new;
Notices on demand closing are not sent
Notices on demand closing are not sent! All other notices are sent successfully! This creation, change, and other The decision can be in MySQL??? Forgive for my English It is a little reports of Windows Server 2000 SP4 En Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com. .\..\mysql\bin\mysqld-nt: Shutdown complete For more information, see Help and
Windows 2008 x64 and ServiceDesk Plus 7.5
The system can be installed in a Windows 2008 X64 enviroment ?
Plan to allow non-admins to access "vendors"?
Is there ever going to be a way for users who are not servicedesk admins to view vendor information? It would be very useful.
Acknowledge Requester by Email when the request is updated
When we first rolled out SD+, we chose not to enable the "Acknowledge Requester by Email when the request is updated" notification because we were afraid it would flood the user with too many emails. However, we have started to receive complaints from users that they're not being updated often enough. Can anyone explain what consists of an "update" that would trigger this notification?
Workstation Scan Deletes Previous Workstation Scanned
I've just spent the last half-hour looking up workstations which for some reason weren't in my most recent scan (to see last user login, to flesh out another list). I'd go down the other list until I found a workstation where I didn't know who was using it, then cross-reference my asset list in SDP. Occasionally, the workstation wouldn't be in the SDP asset list either, so I'd do a Workstation scan (I could tell from the other list that the station was on). This would result in adding the workstation
Error when trying to save new role to an existing Technician
Hi, When I tried to add a new role to an existing Technician, I get the following error on my screen. Regards, LT
reporting on days open for requests
Is there anyway when I produce a report on requests that I can have it show the number of days the request is/was open for.. I.e open requests show number based on the date the report was done, closed tickets bases on the date the ticket was closed.
Email templates
Why do empty lines get removed from email templates after you save them.. I am trying to space out the line to improve the redability.. only after save, they all end up bunched together with no blank lines..
asset scanning
is there any way i can attach and connect a scanner to service desk so to each pc i have i can associate things like keyboard or mouse and i can have a an automatic in and out feature for all the assets i take in or out thank you
Problems with requests
When opening new requests or existing open requests it diverts to request number #17. We are currently around #50000. This issue has only started since we have upgraded from 7022 to 7500 and then to 7507. We use MS SQL 2005 for our database. It happens mainly in IE7, seems to work OK in Firefox. We have deleted all cookies and temporary internet files. It is happening on multiple workstations using Servicedesk. Anyone else experience this issue?
Cannot Delete Sites
After our conversion from our old help desk program to Service Desk, we now have duplicate sites in the system. I'v went through the Admin side and deleted everything out that I can find where we can choose a site. But when I try to delete the site I still get an error saying that the site is in use and cannot be deleted. Where else besides Admin can I look to see where I still have linked items Thanks
7507 - Request detail blank on Approval
Hello, We have an issue which happens sporadically. A user follows the link to the Approval Tab and sees no Request Detail. This occurs in IE6, 7, and 8. Difficult to reproduce, the user will see detail on one Approval and see no detail on the next.
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