Quick Create - force select requester
We have a problem where our technicians use quick create but instead of selecting the requester they just type in the requesters name. This adds a new requester to the list but no other details are added. There are two issues with this. 1. The requester doesn't get an email confirmation of the logged request 2. The requester is duplicated in the requester master list. We like quick create alot as when the helpdesk is very busy we use this feature and the a pool of technicians can pick up the unassigned
Whats the latest on the upgrade from 6 -> 7?
Hi, We are expecting a release at the end of Sept (this week) - whats the latest? Regards Si
Open and Overdue Report
Hi, I have this report that i want to generate. The report goes as it will show open, on hold and overdue tickets of the technician just like in the global view by technician. Technician Open On Hold Overdue Tech 1 0 2 This is the report format Can someone help me with this? Thanks in advance
how to download SD+ 6 , 6012?
I have had a problem with my server and have had to rebuild, I need to download SD+6 ideally 6012 to recover my system but in the download archive every like downloads either SD+5 or SD+7, very frustrating, does anyone know where I can get the V6 installer?
Multiple Features Requested
Running SD+ 6 build 6011 (waiting for the v7 upgrade pack... patiently) Features that we'd like to see implemented. Please let us know if any of these have already been filled in SD7 and i apologize in advance for double listing them. 1. Custom Request Layout for Requesters and Technicians 2. Discount % field in P.O. system 3. Submit PO for approval, email notification should be a drop down list of Techs that have the right to approve PO's instead of having to type the address manually. 4. Once PO
Link to request into Web Portal
Users do not like having to have another username and password to get into support center. Is it possible to send the customer an encrypted link that will only allow them access to their request in a read only web portal view. This would remove the need for customers to have usernames and passwords simply for an update on their current request.
Solutions
I would like to have the ability to limit access to certain solutions based on role or user login. There are certain solutions that you may not want everyone viewing that has access to the solution's module. I know that you can enable / disable self-portal user�s access to solutions. I am referring to limited access of certain solutions to a select group of technicians. Cheers, QRM
Asset/software database
Hi there, One thing that would be great for ServiceDesk, Opmanager and DesktopCentral is for them to share the same asset database. It seems that i have to maintain three different asset databases when it would be nice that all three products could synchronise their assets, otherwise it seems pointless having an asset/software list in both desktopcentral and servicedesk plus, as well as the assets configured in opman. Is there any way to currently do this or is this a future feature? Cheers, Ben
Troubleshooting HTTP Status 500 -
Why it occurs? type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException: User : {0:unknown} do not have permission to access table. Access Denied. No roles assigned for the user org.jboss.ejb.plugins.LogInterceptor.handleException(LogInterceptor.java:369) org.jboss.ejb.plugins.LogInterceptor.invoke(LogInterceptor.java:195)
uploading an inventory CSV causes service to fail
we are running V7 SDP here (37,751,788k sized) and we cannot upload standard CSV with our PC inventory details - it stops the service so severely we have to reboot the server. Restarting the service does not make the service work. worse still we cannot uninstall the program to reinstall as it has a "Installshield Engine (ikernel.exe) could not be launched. The system cannot find the file specified" error. So we are in a bit of a bind. A bit of research shows the 'cannot uninstall' problem is a common
My MSsql database is getting heavy load on CPU !
Hi ! Since october 1st i my MSsqldatabase went from 10-20% CPU load to constant 75% Cpuload. It also started to put out loads of log files. Her is what comes in the log file over and over again. As far as i can udnerstand it is something with the date. Can somone please help me what to do ? I am on a trial license but i stil have like 35 days left on it. [11:34:41:912]|[10-04-2007]|[com.adventnet.workengine.scheduler.internal.RefreshController]|[SEVERE]|[16]|: |com.adventnet.persistence.DataAccessException:
mssql issue
I tried to move trial sd db to mssql version msde 2000a OS windows Server 2000 rus everything seems great but - sd stopped fetching emails process sqlserver.exe feeds 100% of processor mssql profiler shows 2 repeated queries: SELECT Task_Input.INSTANCE_ID, Task_Input.SCHEDULE_ID, Task_Input.WORKFLOW_TEMPLATE_ID, Task_Input.SCHEDULE_TIME, Task_Input.EXECUTION_START_TIME, Task_Input.EXECUTION_FINISH_TIME, Task_Input.WORKENGINE_ID, Task_Input.ADMIN_STATUS, Task_Input.OPERATIONAL_STATUS, Task_Input.SERVER_ID,
Can't connect to SD+ web interface from linux systems
Whenever I try to connect to our SD+ site from a linux PC it just hangs. It works fine from Macs and PCs running Windows. I tried it from the command line using wget and that hangs as well. I can see the initial request in the logs, but nothing after that and nothing comes back. Here's a sample of what I see in the logs when trying to connect via Firefox: - / - "-" 128.120.96.98 10.2.1.2 GET [10/Oct/2007:08:21:49 -0800] 16 14366 200 "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.6) Gecko/20070806
Custom reports help
I am creating a custom report but I don't see a option to select "discussion notes" and "request history" Any help would be useful thank you
How to reset id number ?
Hi there, I would like to know if it is possible to reset the counter of ID number ? If yes, how ? Thanks for help.
SDP +7 - Workstation Network Interface details
How are the Network Interface card details exposed for reporting or groups please. What I wanted to do was a Group or report showing all the wireless enabled devices, should have been easy as limited hardware set deployed so was going to look for the type of NIC as shown in the Workstation page. Sadly I can only find Video, keyboard and mouse stuff exposed. Kind Regards, Andy
Asset Tag Creation
Is there a method for SDP 7 to create and allocate asset tags to newly created assets? If not are there plans to introduce this feature as an option for those that want SDP to be the master list and allocate tags as items are created? Regards, Andy
Changing the request number start point
Is it possible to change the sequence number that SDP starts from for issuing request numbers. Just we are looking to cut over from an old to new system and if possible would like to continue the sequence numbering , creating 15000+ dummy requests to dump the number up seems a little over the top Regards, Andy
OutOfMemoryError: Java heap space
Friday, servicedesk worked ok. After this weekend, we refreshed the page wich was still open, and got a 500 error from apache. after restart of services it still didnt work (mysql could reserve port) so a reboot of the machine did the trick. The following was logged in the serveroutlog right before that time : [07:57:04:078]|[10-15-2007]|[SYSOUT]|[INFO]|[21]|: [JBOSS] LogInterceptor: Unexpected Error in method: public abstract com.adventnet.persistence.DataObject com.adventnet.persistence.ejb.PersistenceRemote.get(com.adventnet.ds.query.SelectQuery)
CUSOMER NAME TO ASSET
HI, I AM HAVING customer name ABC with assets 123, 456 etcj..... how do i link this assets to customer ABC? Rgds, Anjali
Settings in XP workstation firewall to allow scans
I turned the firewall completely off a new laptop I am scanning with SD+ It scanned successfully. I turned the firewall back on and it doesn't. What are the settings I need to set to have this laptop be secure when not in the office, but allow scanning by SD+?
how to move the installation
I want to move the all installation of SDP. What is the best process to move the installation? I think to : - backup database - install new sdp v7 to the new server - restore database Is there a process to copy the entire application? Thanks
Moving SDP to a different server
I have been trialling SDP 7 and wish to move it to another server before going live with the solution. I have installed the app onto another server (different server name and different domain within our AD - there is a full trust between the new domain and the old). I then restored a backup of the full DB from the old server onto the new server. Once done I can no longer login with any of the old credntials from my backed up DB on the original server. Is this possible and what do I need to do to
Unable to Login
I am using SDP 60012 - Whilst I can create new Techs, they cannot log in. I am not over my license limit. I tried upgrding to 60013 but with no change - please advise
Custom Report Assistance
Hello, I've created a custom report in SDP6 and I'm running into an issue where it doesn't seem to be calculating the numbers accurately. Here's the scenario: The report I created grabs any tickets that were completed for last week. This is using the default filter item of Last Week in the drop down box. I then have it grouping by Technician. The fields I chose to have reported were Request ID, Time Created, Time Completed and Time Elapsed. On the time elapsed piece it has the options for sum, average,
AD/Domain Asset scan failes -- samba backend
We've got a windows network emulated via samba on a linux box. I can see the domain and all computers within the domain in windows tools (mmc, etc..) I can also manage and view the user list using usrmgr for windows. Yet servicedesk fails with an ever so specific "general failure" message when I try scanning AD or the domain for assets. I'm using the newest release, evaluating. I've tried changing my domain from domain.com to just domain, changed how my Domain Controll naming convention was, tried
SDP 6.0 Vista issues
We are running SDP 6.0 through a server (Windows 2003). Our issues are with the browser from Vista computers only and is completely unstable in IE but a little more stable in Firefox but still get below errors Here are a list of issues we have come across: In the Admin tab when we go to view additional fields for Workstation or Assets, we can't see any fields past 3, and sometimes when we refresh page we can see the rest of the fields but 4 and other random ones will be off centered from the rest
I Can�t stared the program or aplication
Hello: Today I download ManageEngine ServiceDesk Plus, Then when I was finished to install the program... I try to use this but in the browse of internet display c:\\localhost:8080 and not display anything. What I can do? Sorry for my english. Thanks...
How to customise number of technicians in Global view
current view is set to 9 technicians plus a total. Can I up the number displayed so that calls assigned to me (recently added as a tech) don't show up marked as "Others" and instead show my name? Also when they are in others the link to the number of calls is not clickable so I have to select "show all" which spawns a new browser window which I can then select from. I've been through every icon I can think of so it's something obvious I'm missing (hopefully)? Thanks, Dean
installing SDP to use specific IP on server
I want to install SDP onto a server that has multiple IPS bound to its network card. During the install process I can select a specific IP port number, but the the resulting install makes SDP use whichever IP is the default or primary IP on the network card. Is there a way for me to force SDP to use a secondary IP address on the server.
Business rules based on additional requester fields.
I am trying to create a rule based on an additional field I added to the requester form. After I add the additional field I go to the business rules but I don�t see the field. I know this works for the request form as I have used that feature. Any thoughts or ideas?
Follow-up Email to Approver
I need a way to follow-up with an "Approver" if they have not yet responded to an email sent for approving an SD issue. Right now the only Notification email template I see for "Approver" is the initial one. Isn't there a way to create another template so that we can pretty much say to an approver: "We do not yet have your approval for the attached issue. We originally sent this to you for approval on [DATE]. Please respond as soon as possible." I can run a report showing all SD issues where the
Running Servicedesk and OpManager on the same server
I am having difficulty getting Servicedesk running on port 80 on an IP address I am specifying in TrayIconInfo.xml. The situation is that OpManager is running on a primary IP on a particular interface using port 80. Servicedesk has then been installed on the same server but I have tried binding it to a secondary IP on the same interface also using port 80 and it doesn�t work. What seems to happen is that Servicedesk does bind to the IP specified, but also binds to the primary IP used by OpManager.
Contact number in email
Is there any way to show the requester's contact phone number in the notification emails sent out when a new request is submitted? Oddly enough, there's a "Requester Mobile" variable, which I assume displays their mobile phone number, but I don't see one for the main contact number.
Change requests approved if you are an Administrator
It seems that if you are an administrator of Servicedesk then any change requests you submit go in as approved without the need to get the permission of a CAB. This behaviour is undesirable. I note that this issue has been fixed in Hotfix 7003 for POs but has it been resolved for Changes too? Thanks for your help.
Confirmation of new request via e-mail not working
We have configured the inbound and outbound mail elements of SDP V7 ( 7003 ) and the inbound side is working using IMAP connection to exchange 2003 environment. The request is created but we aren't getting the confirmation e-mail back to the user who sent the e-mail in. Outbound is configured to a different email account, on the same e-mail server and is set for authenticated access. Notifications are enabled for requests via e-mail. I've looked at the log file on the server and I can see the inbound
Not associatd with a trusted SQL Server connection
I am a bit stuck. I am trying to start the ManageEngine service, but after five seconds or so it bombs out and the wrapper.log file reports that: STATUS | wrapper | 2007/10/10 13:19:33 | Starting the ManageEngine ServiceDesk Plus service... STATUS | wrapper | 2007/10/10 13:19:33 | --> Wrapper Started as Service STATUS | wrapper | 2007/10/10 13:19:33 | Launching a JVM... STATUS | wrapper | 2007/10/10 13:19:38 | ManageEngine ServiceDesk Plus started. INFO | jvm 1 | 2007/10/10 13:19:54 | Could not create
Expiration date
Is it possible that technicians change the expiration date of a ticket. So far i can only accomplish this by adding the role of SDAdmin towards them. Greetings, Hr Stremler
SDP in a VMWare environment
has anyone tried SDP under VMWare? Would there be any advantages in say running it on Windows XP in on 2003 server? What kind of hardware requirements would you expect to need on a server? Tony
Template in requests?
Hi Is it possible to put user template in task details description? For example. when a user requests a new request, just by choosing the categories, the template appears in the description box? Because we are having some repetitive tasks and everytime we need to write full description. Is it possible in AdventNet ManageEngine ServiceDesk Plus 5.5.0? Many Thanks.
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