Category Technicians... how to change?
Can the default technician for a Category be changed? It appears that this is not possible without creating a new Category, but that doesn't make sense.
Mysql-nt.exe keeps crashing
Hello All, SDP Version : 7.0.0 Build 7015 mysql-nt.exe on our SDP server keeps crashing today with this error code Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0019858a. This is what i see when i look at serverout.txt file. I've noticed the error below. I'm also attaching a support file for further help. [14:53:24:609]|[04-30-2009]|[com.adventnet.servicedesk.query.util.HdSelectQueryUtil]|[INFO]|[30]|: view Name is : MyOpen_Or_Unassigned|
Notification Rule for Task being closed not sending
I have my notification rules set so that when an associated task is closed that it notifies the requester. They are not getting the emails saying the tasks are closed though. When the request is closed they get that one but not for the task.
Setting - Service Desk as the default Forum when logging in.
Anyone have any idea on how to do this. It's very annoying that have the page load at "All Forums" tab Thanks E
Editing tickets
When I (or anyone for that matter) am in a ticket, is there a way to stop another person from editing? A few times I have been in and gone to close down a ticket that I know is completed, but it can be opened while I am in it and is assigned to other people...!! Is there a way to make tickets read-only? Is this planned at any of the updates?
Linux Workstation Scan
What are the permissions needed for the user account scanning the Linux workstations?
MS SQL - ReinitializeDB??
Is there a version of ReinitializeDB for MS SQL? The version delivered with ServiceDesk is for MySQL.
ReinitializeDB.bat - - for MS SQL Server?
It appears that ReinitializeDB.bat is intended for a MySQL environment. We use SQL Server. Is there a different version of ReinitializeDB.bat to reset a SQL Server environment? We have been testing with ServiceDesk Plus for a few weeks, but now need to use it in a "live" environment, so we want to erase all old data.
Technicians fired
If we remove a technician, how will we then be able to access their closed tickets?
Auto-Assign tickets
For some reason when tickets come in through email they are coming in as unassigned. How can I make it assign someone automatically? This works from the web, but for some reason not through email.
High memory Utilization and many Process java.exe and cdm.exe
HI, I'm using SD 7. (build 7504) and I have some problems witch this two process (java.exe and cmd.exe). This process are running for more of 30 times each and use allmy server memory. How i can solve this issue?. Best regards, Pablo Vicencio.
Removing old users
Just wondering if you have users that no longer work at your company if you can remove them without messing up references to them in requests?
Change Management Calendar
I want to enter a change that may take place every {thursday} for a period of time. When I put the change in starting with the first day and ending on the last day, the change gets bannered across the calendar and doesn't show just on {thursday}. Is there a setting or an enhancement that will put the change occuring on the particular day {of the week} that it's supposed to occur on?
Multiple Tickets are Generated for 1 email fetched
Hi, I'm Running SD+ 7022 on MSSQL, and use mail fetching for incoming emails that get converted to tickets by SD. A few months ago i noticed that for every email that was sent in, SD generates at least 5 tickets with different ticket ID's for each. I Urgently need some assistance and would like to know why this is happening. Thanks
Close Request for ever???
Hi There! I Have a question concerning the Requests Statuses. I know that, by default, there is the ability for the requester to Re-Open a Closed Ticket. But based on my experience many requesters tend to re-open a closed ticket after a very long time because they faced the same problem. So instead of creating a new one, they prefer to re-open a closed one to buy some time. My question is the following: Can we close a service request ticket once and for ever??? Thank you in Advance George
Cannot access the website of SD
Dear all, I have problems accessing the website. In the beginning everything was working well. After running some report, the website "crashed" and was not available. Restarting the server and SQL server did not help. Can you please help me out? Thanks.
Requests
Im new to this program. How do I view all my technicians calls. Open and closed. Seems like whatever option I choose i can only see my calls. Thanks marco
"ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist." Help!!!!
Hello, i'm from Argentina. I have a problem, when i scan a pc with Windows XP sp2 with Service Desk Software, this fail with the follow error: "ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist." If i disable the windows firewall, the scan is successful but i don't want disable by obviously secutrity problems. I was read some information about DCOM configuration but i don't make it work. Please, i need your help. Thanks.
Notification Issues
Hi, I have set SerivceDesk Plus to send particular technicians to receive notifications on any changes made to the domain scan, which runs on a daily basis. I know changes have been made as it is being shown in the Audit trial tab, but for some reason emails are no longer being sent out. The email side on things is probably the biggest area of concern. We are also not receiving emails for contract notifications. All of which can be sent manually. We are using SDP V7.18 Help is appreciated Sharlene
Network File Links in Solutions
I want to be able to put a link to a file on a network share in my solutions. \\apollo\it\Software\Backup Exec 12.5\BEWS 12 English Documentation The link above was posted directly from a solution. As you can see it creates a file link out of everything up to the first space it encounters. It does this automatically. I have found no way to either turn off the automatic creation of the link or to expand it to cover the whole line correctly. Any suggestions?
Database problems after upgrade!
Installed latest service pack (7500.06.0) and now server want run. I had a look at changedbserver and connection is fine BUT when I hit save I get the following error: "You cannot configure this database server because the database server is compatible to 7502 and now you are installed NA. PLease install the build 7502 and then upgrade to NA" !!! Please help urgent servicedesk is down! Cheers
upgrade help
Hello, I'm trying to set up my test site but am getting the following error when using the changedbserver.bat. I want to test the upgrade to 7505 before applying it to the live site. "You cannot configure this database server because the database server is compatible to build 7504 and now you are installed NA build. Please install the build 7504 and then upgrade to NA." My test site is already at 7504. I've setup a database copy of the live system (also at 7504) which i'm trying to point to. Any
Asset
Hello, I want to scan all of Assets via Servicedesk plus. I have create a Group Policy in Active Directory and I have place a logon script to run Scan_setup.vbs when a user logon. This works but its come up with an error message when a user logon on and says that this script required admin right to run. Any idea how to fixed this issues? Regards, Reaz
Removing unwanted fields and Renaming the ADDITIONAL FIELDS heading
hi, Please help me on how to remove unwanted fields and rename ADDITIONAL FIELDS heading . thanks in advance Linie
Incorrect number of Unassigned Tickets displayed in Home-screen
Hi, I'm running SD+ 7022 with MSSQL, a month ago, someone mistakenly rebooted the database server and when it came back up, the Home-screen had an unbelievably large number of unassigned tickets of 1301 (please see attached screen shot). And when i click on that figure to list the current unassigned tickets, it shows only 1 ticket, which is correct because at the moment of typing this post, we currently have only one unassigned ticket. It can be frustrating when i always have to explain to my boss
Report dates are wrong
Hey guys, I run reports weekly and i have found that when i modify filter options and select dates on the calendar, the date, in relation to day, are wrong. Example, 29th of April on Servicedesk is on Thursday, not a Wednesday where it should be. Any suggestions?
Pop3/IMAP SSL yet?
I see posts dating back to 2006 requesting POP3 SSL support in SD. I also saw one from 2007 saying it would be integrated by the end of the year. However, I still don't see this functionality in 7018. Is it there and I just don't see it, or are you still working on it? Do you have an ETA? Thanks, Greg
Showing purchase from ... till ... status
Could it be possible to be able to show the purchases from one status till another status? Now it's only possible to show all or one status. But what if i only want to see the "not closed" or only "from open till approved". Maybe allowing a user configurable filtersetting where the user can check which statusses are to be shown.
forcing "cost place"
A feature (in purchases standard values) where it would be obligaory to give a costplace and/or a GL-code would be welcome. Now it is possible to make an order without giving a costplace, and once the order is closed, the cost-place can not be added. Giving a "standard" cost place is no option since I need to give the correct cost-place for budgetting reasons.
nothing show's as new in this forum
Why does nothing show as new in these forums. When I go to the SDP forum it shows no new posts or conversations. is this another feature of these great new forums. I really cannot state how much I dislike these new forums. I will only come here for support nothing else anymore.
asset management
How do you set ServiceDesk to not scan an asset once it has found it on the network? For example it found our switches but the scan fails when it tries to pull the asset information.
New Notification Rules
Hi; I would like to know is it possible create a new (Add) Notificaction Rules in ServiceDesk plus Thnaks
Modify query
Hi, I'm using the query below to report on monthly #tickets per status (closed, on hold, resolved, open) I'd prefer to have this same report generated _per week_ to allow for some more fine-grained info. Anyone here savvy enough to help me out? SELECT std.STATUSNAME "Request Status",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
asset module integration with Desktop Central?
is there anything in the works to integrate service desk plus with desktop central? particuarlly the asset inventory....right now i have to keep up with two separate asset db's and its a pain! thank you all!!!
disabled AD domain-can't login as admin user
i accidentially disabled the public AD domain where all my SD+ admins sit in, including myself. now I cant login ad admin user anymore there seems to be no local admin, when searching for admin users with this method: http://forums.manageengine.com?ftid=49000002677421 i only get user who are in the disabled domain. In which table in the database can I flag the Domain to be public? i know the Domain ID. Thanks, Daniel
ServiceDeskPlus - Self Service Portal Registration
We are looking forward to open the ServiceDesk Plus product Self-Service Portal to our customers. Using self service portal you can log into ServiceDesk Plus support portal (with your user name and password ). You can raise requests through the self-service portal and can also check the status of your requests. Also you can also search the public knowledge base articles regarding the product. In order to avail this facility from SDPlus support, please register yourself @ http://manageengine.adventnet.com/products/service-desk/sdp-portal-registration.html
Escalation/notification based on Req. being assigned
HI, We would like to have the notification sent to a specific rep when the Request is created (that is easy and already setup). However, we would like to have a second technician being notified after X minutes if the request has not being assigned. Our SLA does not require the problem to be solved within a certain time. It requires the request to be acknowledge as received within x minutes. Thanks, Volnei
Service Desk crashing
Like a few of the folks here, our SD is crashing daily. We've noticed the Java.exe taking up quite a bit of the cpu/memory as well. Nothing else is on this server. Web session requested please. Thanks,
Service Desk Crashing
We are having a problem with ServiceDesk crashing intermittently. When this happens we try to restart the service but it fails. A complete restart of the server(W2003) is required to get it running again. Somedays this can happen repeatedly and then others not at all. We are running version 6.0.0 build 6013 on Windows 2003 Server SP1 I have attached MS error logs and Support file
"Everything" report?
We are able to justify/rationalize how many IT people we have on the team based on how many nodes/entities we have throughout the entire organization. This includes PCs, laptops, servers, networking equipment, networked printers, local (unshared) printers, and etc. Is there any way to get a complete all-encompassing report of how many of each type of item we have in Service Desk? The trick here would be getting those local/non-networked printers/devices and making sure those are counted as well.
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