Is there an "everything" report or query available?
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.
Service Desk Rebooting Randomly
We are having a problem with our Service Desk crashing at random. After it crashes it will unsuccessfully try to reboot itself and get stuck in a loop until I run the Shutdown ServiceDesk bat. Any help would be greatly appreciated. Please let me know what info is needed to help me troubleshoot. This is getting very frustrating.
Our servicedesk keeps crashing.
Our Servicedesk v7.5.0 doesn't work anymore. When we look in the eventlog from windows, we see the following errors: At the Applicationlog: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them At the Systemlog: The ManageEngine ServiceDesk Plus service terminated unexpectedly At first it's all works fine, but suddenly servicedesk keeps crashing. When we start run.bat we get the following error: Could not find U:\jndi.properties,
Wrong Unassigned Ticket Count in Homescreed
Hi, I'm currently running SD+ 7022 with MSSQL. A few months ago, after someone mistakenly rebooted the database server, the number of unassigned tickets displayed on the home screen is wrong, instead it shows an enormously large amount of unassigned tickets of 1301. (pls see image attached) I really cant understand why it would display such a figure on the home screen, but show only one unassigned ticket in detail when the figure "1301" is clicked. Pls i need help urgently. Thanks in Advance.
Save button: Technicians
The Save button has no effect under Admin > Technicians when trying to modify the settings for existing technicians.
Cannot Save: preventative maintenance
The Save button under Admin > Preventative Maintenance does not work for existing maintenance jobs.
problems with the option of notifying
I have a problem with the option to notify when there is an open application, in the notify tab, there is an option to send a message to the technician, but when I send the message, It does not go to the mailbox of the Technician, which I specified before sending the mail, It goes to another. How can I configure this?
Installation on XP pro - get login box before website loads.
I'm running the eval for SD+7.5 on an XP Pro SP3+ Box. When I access the SD website I get a login box before the page loads. I can hit enter and it goes away...but how do I get rid of it? I have IIS running as it supports another web based application...but SD doesn't use it (why?)...that appliation doesn't have this problem. Anyway...I'd like to get rid of this strange login box. Thanks for the help, Ed.
Anyone with experience importing data from an external file (specifically asset info)
I have been charged with importing asset data from an (external) Excel spreadsheet into SPD. Specifically, I need to import purchase and warranty expiration dates. I am assuming I will need to accomplish this via SQL update. Any insight would be very appreciated.
Request Approve before issuing
Hi, Is it possible to create a policy that certain requests should be approved by requester manager before the ticket being handled by a technician? For example: a user opened a ticket requesting a new PC, this kind of requests should be configured to send automatically an email to requester manager to approve the request before it's being handled by any technician, once the request approved,a technician should start handling the request. if that possible; how? if not; is it in the roadmap? and when
default administrator user
how do i change the default administrator password?
Problem while taking backup. Hence not proceeding...
I get the message "Error: Problem while taking backup. Hencing not proceeding..." when trying to update from 7.22.1 to 7.5. Anything I can do to override this or figure out what's making it generate the error?
Anyone with experience importing data from an external file into SDP (specifically assets)
I have been charged with importing asset data from an (external) Excel spreadsheet into SPD. Specifically, I need to import purchase and warranty expiration dates. I am assuming I will need to accomplish this via SQL update. Any insight would be very appreciated.
report of purchases by cost place
I'm trying to make a report of purchases sorted/grouped by cos place. But I can't find the cost-place field in the "table schema". So here's the question : How do I make a report of purchases with a totla by costplace (or by GL-code) with (if possible) a time frame (eg jan-apr 2009)
Conditional Notifications via E-mail or SMS
Hello, Just wondering if you guys can consider putting in conditional checks for the triggering of sms or e-mail delivery for notifications. For example, during the normal work day I would like all the technicians to receive e-mail notices about new tickets. However, I would also like to send out SMS notifications to technicians who are mostly away from their desk. At night, I would like for sms notfications to be turned off for most technicians, but leave it on for specified people but ONLY
IE6 security popups with SSL
I've installed an SSL certificate on my SD plus 7506 server. When using the site via IE6, I get security popups indicating that non-secure (http) traffic is being served along with the secure (https) traffic. This doesn't appear to occur for other browsers. I can duplicate it using the reports tab, as soon as I mouseover any of the reports, the error occurs. It seems to be related to the javascript onmouseover command that displays the tooltip. It also occurs on other parts of the site. The warning
Upgrade from Version Version : 6.0.0 (Build 6006) to v7.5
Greetings, Could you please confirm the upgrade hotfixe sequence required to upgrade from: Version : 6.0.0 (Build 6006) to Version : 7.5, Build 7506 Thanks in advance.
Drag and drop requester lookup field
is it possible to have an additional field in a template that will look up usernames from the requester list?? I want to create a template for a new starter form. one of the fields needs to be 'Line Manager' and I'd like to have this lookup from the requester list. is this possible??
Removing drag and drop fields??
Hi there, I have a problem creating request templates..I created a drag and drop field called 'Category'...it didn't error, but now, the new field keeps getting mixed up with the actual Category field. How can I get rid of the field I created? All new templates I create fail to work properly because of this field. Many thanks, Charlie.
Report on Requests and Assets?
I would like some assistance with a report. I would like a report that lists any requests that are logged without an asset assigned. This will be run weekly and would like to be able to filter against site? Can anyone help with the code for this? Thanks
[7.5.0 b7506] Scanned Software Problem
Hi I'm finding that certain software (shown in screenshot) is being detected by SD+ even though it isn't installed on any workstations (i.e showing as 0). Even more strange, it is being detected (scanned) outside the scheduled time. I've tried deleting these entries but they keep re-appearing. Any ideas? Graham
ServiceDesk High Availability
Hi! Is there any way to install ServiceDesk Plus in a HA enviroment like Microsoft NLB or Microsoft MSCS? If not, is there any way to install it into 2 servers sharing the same Database? Thanks
restoring backup
Hi, we are trying to restore a back up but get the following error. Please advise. Thank you Ivan ************* Please wait extracting backup file Feb 26, 2008 12:40:16 PM com.adventnet.j2ee.deployment.service.internal.JarExtractor extract INFO: Extraction for /root/backup_servicedesk_7011_fullbackup_02_25_2008_16_32.data to /root/AdventNet/ME/ServiceDesk/bin/.. java.io.EOFException: Unexpected end of ZLIB input stream at java.util.zip.InflaterInputStream.fill(Unknown Source) at java.util.zip.InflaterInputStream.read(Unknown
Upgrade and Migration Plan - Suggestions.
We're running SD+ ver. 6.0.0 build 6015, and we're planning on upgrading up to version 7.5 and migrating from MySQL to MS SQL to be compliant with company standards. We're hoping v7.5 gives us more details in reporting and in automated ticket creation etc. The plan was to install build 6015 in a test environment, restore a backup of data taken from our live environment, then test the upgrade path all the to v7.5. Once we're happy with it, we'd then migrate from MySQL to MS SQL. Once that is good,
Can not Connect to remote computer using Remote control function with some remote computer
Backup question
We have our ServiceDesk database on our SQL server. Is it best to use SQL server to backup the database or the built-in service desk backup?
requests sent by email
When we get requests sent to us by email either from users or op manager the mode is not automatically filled as email, why is it like that? Can support explain this to me. We don�t have any default value entered in the mode box. Regards Stefan
unable to add new workstations or edit existing workstations
after migration from from Build 7022 to Build 7500 through upgrade pack i notice the following big problem: The field Model from Workstation Configuration (Asset Home > Edit Workstation ) seems to not working properly. When I click the dropdown, only "Choose Model" is displayed and nothing else and I`m unable to select any previously created items... For this reason i`m unable to add new workstations or edit existing workstations data. After the changes i made in any workstation configuration field
Purchasing options/notifications
Is there a way to remove the option for editting an approved order - specifically the ability to change prices, quantities and descriptions? Alternatively, is there a way to set the system default to always notify a specific person in the event of any approved PO being eddited. Thanks J
custom user templates by departments
SD+ Just wondering if there are any plans to have the custom templates viewable to selected departments? Currently we have HR templates that are shown to everyone, would be nice if we could just tag it to that department. Or is there already a setting that I missed? SD+ v.7506 thanks
Group notification
Hi, our group notification is not working correctly anymore. When a request is assigned to a group the mail isn´t send out to all the technicians which have been selected. I removed all technicians from the notification list and reassigned them, but this didn´t help. Version is 7.5.0 Build 7505, please advise what to do. Thanks, David
eMail recipients
Hi community, a simple question: when I send an eMail, e.g. out from LOTUS Notes, as a new request or append it to an existing request, how can I see all the recipients? Regards, Stephan
All Requests defaulting to unknown SLA; NO SLA times defined
We just noticed something odd in our system. All new requests coming in either have a have a 1 hour SLA (DueBy Date) being applied to them or some other strange formula; even though our Service level agreements have NO times defined in them. See attached screen shots: 1.jpg: New request opened; you can see the DueBy date defined and the SLA defined as normal. 2.jpg: This shows that the Normal SLA show have NO SLA defined. 3.jpg: Drill-down of the normal SLA definition Where is the system picking
Refreshing AD Info
Is there a way to get AD to overwrite data? For example, when we first imported users, we had selected to import their Department, but not their site. Now though we want to import their site and not department. When I set this up and import, I see all the new Sites perfectly. However two things .. any sites we update leave behind the old Site name and the Departments are still in there. So is there a way to make SD import AD and not merge data but overwrite? Brendan
How do you remove/delete a site
I called for support last week and was told by "Jerry" that a tech would call me back in 30 minutes. I'm still waiting for that call back. My problem is that we have some sites that are now obsolete and I have created a new, valid site to move all the assets into. I have created all the necessary departments under the new site and moved all the assets and users to the new site and associated them with the correct departments within the new site. I can not remove or delete any of the old sites.
DNS mapping
i need my site in another state to be able to access the selfservice desk plus to submit tickets. How to i go about creating a url and mapping a dns?? Thanks!
Site & user Assignment / History issue
Hi everyone, Found some bugs here in Service desk 7506. Two issues: 1. When trying to assign a site to a computer that is already in service desk and assigned to a user, it never "sticks". The audit history shows the device getting reassigned to the user but no site. I did some digging around and the entries are getting created in the "resourcelocation" table, however the data is null. Manually entering the site ID's etc in these tables, fixes the issue. If I manually add a new work station through
Asset templates in 7.5/8.0?
Hi Everybody, We do not have the option to handle 'consumables' now in SD+, and also if you define custom fields for assets, these will be shared amongst all the products. We have something like 'Processor Speed' for the asset type called: 'Monitor' which turns out to be very awkward When will it be possible to have asset templates, so I can have custom fields associated to certain asset type only? Is that planned for 8.0?
LastLoggedInUser bug
When scanning workstation LastLoggedInUser feature is displayed only if the user name was in English. If the user name in Russian, the property LastLoggedInUser empty.
Problem with hour of requests
Hi people. On last weekend in brazil we needed to change the hour of our servers because the daylight time. I did it with Tzedit, creating a new time zone (GMT -3) with the range of when starts and when finish and the action of advance the current hour to +1. So, after i applied this action all network, the problem of daylight is fixed. But, when i'll go open a new request on SD, is showed to me in "created date" field, the wrong hour. Actually, two hours ahead. For example, i open a new resquest
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