0 hours in the reports!?
Please help, i still have not gotten a fix for this even in the newest service packs. i am running the latest version of helpdesk and when doing reports, A LOT OF THE TICKETS are 0:00:000 completed!?!??! i need help FAST before the VP gets a wind of this. he wont be to happy he spent money on a system that has bugs.
Annoying Bug w/ User Names
For consistency sake across our network we use the same login id for SD+ as we do for everything else - first initial + last name. We have two users whose user id's are clin and clinn. But whenever clinn puts something in - it treats it like something from clin - like its not searching for the enitre username - only enough to match. If clin puts something in it does treat it like something from clin. Is there a fix or workaround?
Sub-Category not available after hotfix 6003 applied
Sub-Category not available after hotfix 6003 applied. It is available once another category is selected. This happens within IE 6 and 7 as well as Firefox.
backup error
When I'm doing a backup of the database (mysql) I have this following error: Exception in thread "main" java.lang.OutofMemoryError : Java heap space. This message appear at 60%. It created 371 files into the backup folder but it doesn't create the files .data. Thanks for your help Cheers Gilles
Business Hours Rule
I would like to know how to create a rule that will assign all request after hours to a tech. How would i do this?
Thread Status
Is it possible to delete the predefined statusses: Open-Onhold-Closed. If this is possible how to get this don. There listed grey and cant activate change or delte them. thanks in advance.
Recreating a blank database on another server
Hi, I am attempting to re-setup a MySQL database on another server as the backend for our ServiceDesk Plus app. I have successfully run "changeDBServer.bat", which has created the "servicedesk" database on our MySQL server, however the database is completely blank, in that it has 0 tables. Could anyone let me know how I force the empty tables to be created please ? I have already tried calling reinitialiseDB.bat, but that seems to do nothing. In our original installation, I'm assuming the local database
Contract - associate with workstations
Hi, Is there any ways that I can associate a contract to workstations (leased computers) ? In the new contract window, I only see assets to attach and no workstations I can choose from. Please advise, Thanks---
MSDE Problem - sqlservr is at 100% CPU charge
Hello, I'm testing a ServiceDesk Plus v6, and I decided to put on a VMC with a P4 3Ghz and with 1Gb Virtual Ram. I installed over a XP SP2 with all the critical updates and .net 1.1 and 2.0 then I installed for supporting the DB a MSDE SP4. Then I installed SD. Configured it over the MSDE no problem. The problem began when I started the SD service. My SQL service task went crazy, eating all my CPU resources, and it's allways on 100%... 99% ~ 98% ... 100%... and so one. Then I thing that could be
Unable to start ManageEngine ServiceDesk with startSDP.bat
Im unable to start ManageEngine ServiceDesk with startSDP.bat The path's on the shortcuts in the desktop and start menu link to the startSDP.bat witch is correct for the newer versions, but still I have to use the run.bat to start ServiceDesk. Can anyone help me in this matter? Thanks :roll:
AD import failing less than half way through.
When importing from AD, Total Requesters in AD = 2667, the import fails less than half way through. The import worked 100% the first several times used but since then the percent of failed records is nearly always the same. I have sent the log(s) to the Support Techs but they can not figure out the problem. We have 6 domains I can import from and I have tried all 6 at different times (even the weekends and evenings) and nothing seems to help/work. We are using version 5.5.0. Importing from CSV is
REF point of Custom_LoginLogo.gif
I am trying to add our company logo to the login page but am not sure where the REFERENCE point is so we can change the pixel dimentions to add a larger logo instead of the default size of 252x61. Would it be in the CSS, and if so, which one? Thanks, Scott
Backup data into specific file
Dear Servicedeskteam, We are using SD6+ on a simple Windows XP Pro machine. We want to backup the data onto our data server but i haven't found how to control that the backup writes a file that is named specific ("Supportsystem_FullBackup.data"). Does anybody know how to do the backup into a specific file?
RequestLink
Hi Everyone, I have rebuilt a new Service Desk Server and copied the Whole data from the old server to the new Server. Everything works cool However, The $RequestLink seems to be stuck to the old Server's Link. The New Server "http://newServer" link works fine though but when changing the customize templates in the notification Rules in Admin Tab, it will still show the old server's Link. I have the the new Server Build 6003 Version (the data were coming from the old version 5501 i think) Please
Department not for further usage option
Hi, I have disabled some of the departments by checking 'Department not for further usage' check box in Admin > Department module. But I still see those disabled departments in other modules. I can still edit the request and set it back to the disabled department (since the dropdown menu still shows those disabled departments). Also, in the report, even though I de-associated these disabled departments from users, the reports still showing the disabled departments even though the requests showing
difference between backup 6002 and 6003??
Hi Everyone! Backup_sdp_6003_04_18_2007_09_09.data is my last backup file and the problem is that I can't open it. My latest backup file is Backup_sdp_6002_04_24_2007_15_08.data and it works good. So, my question is...why 6003 is not working and 6002 is; and why are there two different versions of backup file from same SD+ at all?? ...anyone please. thanks!
SD+ Version 6: user/admin manuals availability
Hello, is there any information about the USER and ADMIN manuals of sd+6? We have purchased and installed this product but currently have no manuals to use or distribute to out users. Further we have the international version of SD+ 6, which we can use in our native Dutch language, does this mean there also will be a Dutch USER manual? thanks, stefan
'FROM_UNIXTIME' is not a recognized built-in function name.
given the topic line how do i convert timeticks in mssql to datetimes as FROM_UNIXTIME returns the above error. regards, Daniel.
Possible to fetch several email addresses ??
Hello We need to fetch several email adresses and integrate all emails as incidents in ServiceDesk. I didn't find this feature as i'm able to fetch only into one mailbox so far.. So is there a way ?? This is absolutely mandatory to us. Thank you Gael
Backup into specific file name
Hi AdventNet users, I have searched the forum and the online manual and i have only found the instructions to do the automatic backup for each day (backUp.bat). Now we want to do the backup into a specific file and copy that file onto our file server. Is there any possibility to run the backup and let it write into a specific file? So we would not have to clean up the old files? Best regards, Robert Heiniger
Purchasing Attachments
Hi All When using the Purchasing module of SD + is it possible to somehow add attachments to purchase Orders? this would be handy for attaching quotations etc? Thanks in advance JK
still millenium bug?
In some cases, after done "add time entry" to request. Executed Time will show year 1.1.1970 ? why? When filling time entry, it shows correct time and year.
Request custom view and group technician
There is a problem in SP 6 request custom view. When technican have access level - All in group & assigned to him, he cant view any of filtered requests.
Notification When request is Open Only.
Is there any way to set up notification so that there is no notification if the request is created with a status of closed? We Use the system for logging, and often we input requests that have already been completed. I would like for notification not to go out if the request is already closed when it is completed. Any help?
Technician access right
Hello, To have the SDReport role might have been useful for technician, but it seems they still cannot change the due date if they don't have SDAdmin access right. I granted them Full control on Requests, assuming it was sufficient, but no. Could you please advise me on how I should proceed ? It's a severe issue for me as Helpdesk are outsourced and I don't want them to see contracts or even being able to validate purchase. Thank you Loic
Request template problem
Today I found a strange request template behaviour. I created html-formatted template. If I create a new request as technician all works. But for requesters I see template as plain text with miscellaneous HTML tags. How to fix this?
Reporting on SLA Performance
Does anyone have any custom report queries they could share which allow tracking of performance against SLA targets? I'd like to be able to see which Requests were not completed within their SLA period. Thanks Liam
Russian approval non-readable
Approve comments typed in Russian are unreadable.
Lost "View Requester Conversation" bit
In one of my Requests it doesn't show the section "View Requester Conversation, directly under the section that tells you the Request Subject and Description details. When I click on Resolution tab it is only showing one resolution added to the Request yet there have been two added. When I click in to the History tab, it shows that two resolutions have been added. I don't have this problem in any other Requests.
Requester Viewing Assigned TO Technician
Is there any way to block the requester from seeing the Technician who is assigned to a ticket? Using the "Request Form Customizer" I have Requester can Set and Requester can View both unchecked. This prevents the requesters from seeing who is assigned when the ticket is in full view. However when the requester has a list of their open tickets they can see the tech who is assigned. My reason for doing this is so that requesters are not bothering the individual tech before they get to the specific
connection to RPC server on workstation failed (again)
In the process of upgrading I got to version 6.0.0 build 6003 on the original server and version 6.0.0 build 60004 on the replacement server the difference being: AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-26_0.ppm was installed on the replacement server. Version 6.0.0 build 6003 works fine ISSUE: version 6.0.0 build 6004 results in ANY and ALL workstations scanned to fail with "connection to RPC server on workstation failed"
Windows Version - AD problem
AD import fails before really even starting... DC is on RC1 level no firewall. It can see the OU's but fails on the import.
Robot Technician Features
Asside from resetting passwords, are they scripts available that I can use for automated / selfservice. Such as: Clear Cache, Reset Home Page, reset Outlook Signature, View My PC info? End task on certain Programs etc. Can I teach my robot stuff? :-) Thanks, Jean D
Presale Question: Uptime/downtime monitor
Hello again, Since all the workstations are documented and being scanned regularly, is there a means to monitor their uptime? Maybe simple pings, or even better would be option to telnet or some other transaction every certain interval. Then a dashboard of assets with Green active or Yellow/Red degrees of fail would be interesting. Is that doable or has anyone implemented anything close to that? Thanks!
Request Approval
How I can setup the system to send certain types of request to the manager for approval. Best Regards, Hassan111
Cannot view recent requests
one of my requesters isn't able to view any of her requests since August 7th, 2006.
User Notification
I need to send out the user login info. I chose not to do this at first until everything was tested and setup properly. But now when I select to notify users of their login info they get nothing. I know that the email settings are correct because all the administrators recieve their notifications. Help anyone?
Does AD import fail after 6004 fix
I'm not sure if this problem related to hotfix 6004, but i did tried to import requesters from ad (aka. ad import). I only get general failure error (see image). Anyone else having same problems?
Converting from MySql to MSSQL
I am currently moving SD+ to another server, and I would love that server to use MSSQL instead of MySql. I can successfully connect to the MSSQL database, but all the information is blank (minus the default information from a new setup). I have done a backup using the backupdata.bat on the old server (Using MySql) and tried restoring that on the new one with no effect. Just for experiment sake, I migrated the Old MySql database to MSSql with the same effect. How do I transfer the data from the MySql
SD+won't restart after applying database tunning tip
I tried to apply the database tunning tip: http://blogs.servicedeskplus.com/weblog_entry.php?e=841 But SD+ (Build 6004) wouldn't restart. I had to revert back to the original startDB.bat configuration. Running on a 1GB, SD+ is not terribly slow but is "choppy"... Did anyone experience problems with this tunning or if successful did you see any significant improvement?
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