Upgrade to 6 patch 4
I have ServiceDesk 6 installed and I am trying to patch it with the 4th patch, which i downloaded from http://manageengine.adventnet.com/products/service-desk/service-packs.html and chose the one under the link Migrate from Build 6000, 6001, 6002, or 6003 to Build 6004. This one is throwing the error Patch can be applied only over 55xx build. Incompatible Service
Windows Ver question
I have searched for and found multiple posts on DCOM issues... yet the directions are not for SP2. Are there directions for SP2?
Can't enter resolution
I'm having problem closing a ticket. When you select the action "Enter resolution", nothing happens, the same if you click the "Resolution" tab. If you select "Close" you receive a "FAILURE: Request cannot be closed. Please fill the following fields - resolution". The "Edit ticket" screen displayed however doesn't contain an editable field under the "Resolution" Banner
Error When scanning workstations
How does the domain scan work as it picks names of workstations that no longer exist on our domain. I have also checked to see if it exists in Active Directory and some of the ones that stand out are no longer in AD either. It has scanned the workstations and reported some stations more than once. Also we use citrix and i know it has tried to scan those which i can ignore but are there issues Some workstations are XP and some are Windows 2000 I have attached an excel sheet with the report of whats
SQL 2005
Can ServiceDesk Plus 6 be installed using an SQL 2005 DB Server out of the box without first installing MySQL and then Migrating to MS SQL 2005?
Asset Details unavailabe
After updating my SDP installation to the lastest release and migrating to MS SQL I'm unable to see asset details. When I do the wolling I'll receive an empty list: - Inventory - Asset Summary - Click on any Product's name - Empty page How can I solve this problem? Regards, John
Monitoring 2 mailboxes
Hi Everyone Is it possible for SD+ to log requests by retrieving emails from more than 1 mailbox? I have had a look but cannot see anywhere to add an additional mailserver and mailbox. Cheers JK
Request Created time is 4 hours ahead
Whenever we add a request the created time is 4 hours ahead of the actually time. We are on the east coast. I have applied all DST packages for Windows and Java. I have attached some screenshots. Thanks, Chris Davis cdavis@jrdavis.com
Error when trying to receive items
One of our users gets the following error when she tries to receive items. I have already tried rebooting the server. Help! _________________________________________________ HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821)
Supporting 100s of Firewalls on a WAN/MAN
Hi, We are looking for a SD software to support a WAN/MAN infra consisting of approx 300 CPE/FW equipment and Core switching, routing and firewalling equipment, connecting around 300 organizations across the country. We need to support just the WAN/MAN equipment and Central Datacentre Servers like Web/Portal Servers, CMS, Doc Management, SAN etc. We do not plan to support end user workstations or even access switches or routers behind our CPE/Firewall inside user sites. Please enlighten us to how
Naming custom reports
I have created a custom report but don't appear to be able to name it. Although saved with a name the report appears as Untitled. Is there any way to change the title of the report?
Scan not picking up OS in Software Tab
When i run a scan against a workstation, the OS is recognized but is not placed in the Software location therefore i cannot add a license against it. If i manually add the software and then apply a license, the next time the workstation is scanned the manually added software is removed. Is anyone else having a similar problem?
Scanning Printers on the network
How do i scan all the printers on the network which are all on their own ip address's. Using Servicedesk 5.5.0 5504
Sorting Solutions
Quick question - is there a way that the items in a list of solutions can be ordered alphabetically rather than by the time created? Thanks in advance.
Multiple Customers
I would like to know if I can use Service Desk plus for multiple customers? What would the pitfalls be in this respect?
Request Default as a tech
Ok, I hope I say this correctly....We are having an issue where in "Request Default Values' we have a default group set up. That is fine for the regular users who are just using the request form HOWEVER when a TECHNICIAN uses his/her request form and they are given the option of choosing if they want the request to go to a group or an individual no matter what they do the request ALWAYS goes to the default group, additionally a copy of the same ticket will go to the tech that the ticket is being
SD+ incompatible with Veritas remote agent
I had this issue from version 5 and there has been no solution to it. If the server has Veritas remote agent installed then SD will not run as a service, the only way is to manually start veritas remote agent after windows starts (read pain) what I would like to know is how is everyone backing up thier database? is there a script handy that will do daily backups so that I can copy to another server that I Can backup?
Bypassing confirmation in SD+ shutdow process
We would like to stop automatically SD+ every night (and start it in the early morning obviously). We can schedule a windows task to launch the stopping process every night. The problem is that this process asks a confirmation where you have to answer by clicking on the OK button. Does somebody know how to launch the SD+ shutdown process bypassing the confirmation step ? Thanks Philippe
Leading 0
When update a contact number, or a user logs a call, it lops of the leadng 0 from the phone number... Is there a way to stop this? Cheers, Alc.
parent.editor error
Hi, I upgraded servicedesk from 5.5 to 6, but now my clients cant submit a ticket via web browser, the get the error: Exception: Type Error: parent editor has no properties. But technicians and administrator can. What can it be? Omar
Requester creation
As I see each e-mail request from a new address creates new requster. Is it possible to deny this. I wold like to have the manual creation of requesters be admin only.
SD+ update 6003 to 6006 failed
Hello, i am trying to upgrade our linux installation of SD+ version 6003 installed on a remote MSSQL2005 database to the latest version 6006. I have downloaded the ppm file and ran the Updater. It start fine and starts updating the software, however at around 98% the update fails and rolls back the old software. The Rlogfile in the Patch folder shows the following: stefan@SERVERNAME:/opt/AdventNet/ME/ServiceDesk/Patch/logs$ more AdventNet_ManageEngine_ServiceDesk_Plus-6.0.0-SP-AdventNet_ManageEngine_ServiceDesk_Plus-6.0.0-SP-28.0SERVICEDESKRlog.txt
Custom View
I'm trying to make a view that shows: Technician is ..... "Technician 1" or "Unassigned" and Request Status is not "closed" The SD will show all calls that are assigned to me regardless of state, but not closed (which is fine!), but wont show the unassigned calls, which would be my perfect view. Can I edit this query some other way? I'd like to see more advanced features of custom views, like grouping as well, is this likely to happen at any point? Cheers, Alc.
Multiple Customers
I would like to know if I can use one instance of Service Desk Plus and Asset Explorer for multiple customers? What would the pitfalls be in this respect?
Adding an attachment once a case is created
Hi, I was wondering if its possible to add an attachment to a case once it has been created. I can do it as an administrator by editing the request but how does the end user that created the request do it. Thanks in advance, LJ
Editing a request once its created
When I have created a request and I want to change the contact name. I edit it and click save. The changes are not saved. Am I doing something wrong? Thanks LJ
Technician email signature
Are their any plans to offer email signatures for technicians when communicating with requesters? Thank you Trevor
Survey Questions.
I don't see any way to access the comment on the survey. (to read what has been edded). Perhaps this is just a form issue. From what I could tell, there was not a summary screen for the surveys, just a list of the surveys that you could go into and review each one and each one could have an overall rating calculated from the fields, but I didn't find a way to combine the results of say 10 surveys and get an average of each of the questions. I also didn't see a way in the maintenance to select surveys
sdreports
is there a way we can manipulate the roles to only allow techs to query and view only THEIR reports, not everyone in the group?
### 32661 ### SDP various
For the new V6, is it possible to give permissions to a specific user, for seeing requests in its department ? (department head role) Also, is it possible to restrict access to requesters to only see tickets created by technician for them, via the web interface ? this is to avoid those requesters to create tickets and generate abuses...
Problema al cargar la p�gina
I installed OK ServiceDesk Plus 6.0 for evaluation in the organization where I work. When I run the web client, the message "Problema al cargar la p�gina" is displayed in the browser (Mozilla Firefox). I use WinXP whitout Firewall. In the browser configuration, I set up the non proxy for localhost. Wath can be the problem/s? Thank
Signature text inserted in the middle of email reply.
Hello, I've been customizing the notification emails. Now when I send in a request via email my signature text comes between the text of the autoreply. I deleted and recreated but it's still show up. ex: Hello $RequesterName, This is an automated acknowledgement of your service request. Your request has been created with ID #$RequestId. The title of the request is "$Title". Summary: $Description **signature text shows up here, a few lines*** The status of the request can be tracked here: $RequestLink.
AD sync problem
I have AdventNet set to update the requesters from our AD servers daily. The problem is that I can not seem to change which OU's I want AdventNet to scan. AdventNet will always scan the OU's that I originally specified and no matter how often I change the OU's in both the "Windows Domain Scan" screen and from the "Import Users from AD" screen AdventNet will not change it's behavior. Has anyone else seen this?
Suggestion for another section
Would it be an idea to create another sub forum just for queries/reports? Over the months that I have been reading the forum some very useful reports have been posted by various readers and AdventNet staff and it is a pity that they get "lost" as time goes on and the forum continues to grow. If they were all copied/moved to a separate area they would continue to be of use to new users. Just a thought.
Need to identify table containing conversations
Hi, Which table contains conversation entries? I need to identify this urgently for some reporting purposes. Any quick help will be greatly appreciated. Thanks -MS
Scanning across a domain
I would assistance on how to scan from one domain to another. Both domains are inside our firewall, but the Workstation scan seems unable to deliver all the appropriate information, such as PC name. It gives the IP number instead of. This is nice to have, but not enough. For a lot if the PCs it returns with an error message of: Either access denied for the user or the remote DCOM option might be disabled in the workstation. However, I know the user ID and password is correct, and that the DCOM is
Can I scan for computers without wiping out existing configu
I like very much the ability to scan for computers in the domain. However, one problem I see is where a workstation will be online during one scan and then not for the next. As far as I can tell, it finds and adds the configuration during the next scan. However, during the next scan when that workstation is off line, it seems to erase the configuration while leaving it in the inventory. How do I tell it to keep the configuration and keep the configuration if the workstation is not on the network.?
Lotus Notes attachments don't work
We are a Lotus Notes shop and sending out reports as attachments to technicians does not work for Notes client. I have tried several other clients and they all work ok. This is also the same for request attachments.
E-mail request size limit
Does e-mail request size limit exist? I have some problems with long requests. 1. I have a very long request (~170 lines). Notifications do not work. Notification is turned on and works for all another requests. 2. For another long request I can't enter resolution. Appropriate part of screen was not appear.
Reports are duplicating entires
I have noticed that when i run a custom report, it is duplicating some of my entires in the report, hence this is throwing out my numbers i have attached a couple of images for you to see can you please get back to me ASAP, i am runing version 6005, thanks i have just checked the pre configured ones and these also contain duplicates. Ryan
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