Polling Implementation
Hi I am making EMS using SNMP API. I have one question about the Alarm logging. I have read from internet logging technique i.e. first collect all alarms and put them in text file and after some size of file like 1 mb insert all records in database(DBMS) now my question is that the alarm should be inserted in database at the time of ouccrence or should be put in text file and insert them after reaching at some file size? Please advice me. Ajay
ODBC enabled??
Is servicedeskplus an ODBC enabled app???
Machine scanned by IP, not hostname
Hello. I have a machine inside an AD domain which I have to create manually (because during the domain scan it fails with 'No response received from workstation) so I put its hostname as its name, but the scan fails again. The hostname is 'MARKETING' and the IP is 101.0.0.70. It is correctly scanned if I create it manually and I put its IP address as its name. It's very curious because the result of the scan is saved under 'MARKETING' host, not under 101.0.0.70 host details. When I try to scan it
Scanning Status Feature
please add the ability to jump into an existing domain/network scan and monitor the existing progress. When you start a domain/network scan you can monitor the status in the pop-up window, if whatever reason that window gets closed you lose the ability to monitor the progress of that scan, if a scan normally takes a couple hours due to hundreds of workstations in multiple WAN locations then there is no way to monitor this progress. This is a soar spot in my opinion. Thanks
Business rules: Connect different business rules?
Is it possible to connect different business rules? This is how we want to use it, but i'm not sure if it is possible in the version 6.0: We have some business rules which check the subject for which product is meant by the cusomer/partner. This realy works fine and we can set all we need. But now there are some more points we want to do with the business rules: - When the E-Mail is marked as important we want to set the priority as High - We want to check if in the subject is "IMPORTANT:" included
Ssh linux and different password
If is possible for the networks that are not in the domain, like for example, servers linux, to be able to add it a one by one, with a different password for each machine and not password in general, with support for ssh. This is, because all are not with the same password Rgds Anghellus
Email job submissions
Since we upgraded our Service desk to version 6.0 some (not all) users submit helpdesk requests with no reply from the helpdesk and no record of there request on the helpdesk. I have checked the anti spam filter it has no filters in place at all. All the requests are internal so are not affected by our external spam filter. I can find no way of debugging this please help
Overdue Scheduled Tickets
If a scheduled ticket goes overdue, it doesn't get flagged as overdue, so doesn't appear in our overdue reports. If we want to schedule a request we change the status to Scheduled and then change the due date to the date we are going to complete the request. If the request is not closed by that due date shouldn't the ticket show as overdue?? Regards Helen
viewing Inventory software issue
Hi when i try and view the software under inventory all i get is the attached screen I at first thought this was because i use IE 7 but since have tried it on a machine using IE 6 and i get the same issue. Other technicians are fine looks to be just me! I am running SD+6
Importing New Active Directory Users
I am trying to update my HelpDesk Requesters, but importing only "NEW" active directory users. Is this possible, or can I only import everyone?
Search for solutions within a category or subcategory
Is there a way that the requestor can search for solutions in only one category or subcategory? If I do a search, I get all results for all categories instead of only the results for the chosen category.
Spam filter question
For SD 5507 I can't use spam filter normally. I need to receive requests from several domains only. If I include more than one domain in spam filter all mail messages are dropped. Could it be fixed for 5507? I wouldn't like use 6000 yet. It has some problems: 1. Reports and business rules doesn't work correcrtly for Russian. 2. Memory shows wrong values. 3. Sub-categories and items doesn't shown for requests. I preffer category tree as in 5507. I read that first two items will be fixed in the near
The problem
Greetings I from Russia. At me such question in occasion of ServiceDesk in Russian. The problem consists in that that when I create categories and in them subcategories that at creation of the application by the user at its subcategory are displayed in the form of question marks. What it is possible to do with it? And in English all by way of.
$requestlink customization
Dear Support , We are trying to customise the variable $requestlink to reflect the IP address of the server running service desk instead of the default computer name . Where can i do that ? thanks cs
Technician details
Requester can view technician name. But sometimes he need direct contact with technician. How to see another technician details such as e-mail, phone, etc.?
Resolution Menu
I have upgraded my SD+ version from 5002 to 6000, but i have an issue. As a technician i cannot enter resolution because there are not Resolution menu, then i have upgrade to version 6002, but i get the same issue, As a technician how i can enter resolution like in version 5002..?
Java Script Error
I've got two JavaScript Error in SDP build 6002 so I cant use report filter and business rules. Please help.
Creating requests with Opera
I have a problem with creating requests with Opera. All formatting is lost. Result request consists of one line only.
Domain Scan Failing
Running Version 6.0. When running a domain scan about half to three quarters of my 400 pc's come back with the following error: General failure while performing the operation. The problem here is that if I use wmimgmt.msc I can connect to these computers that are throwing these errors in helpdesk. I use the same domain administrator account to connect through the heldesk scanning as well as through the WMI interface. I do not recall having this problem with the earlier version. Its a windows 2003
Binding Service Desk to one IP
I would like to run Service Desk on server that has an existing IIS installation. I have three ip addresses assigned to this machine. ServiceDesk seems to bind itself to all three addresses when starting up. Example: 172.16.7.21 172.16.7.25 - Configured in IIS to use port 80 172.16.7.26 - Configured in IIS to use port 80 It gives me an error when trying to start the servers while ServiceDesk is running. If I stop the ServiceDesk service, the IIS web sites start with no problem. I have tried starting
time on new request is one hour behind
The webpage shows the right time, the server and the computers all display the correct time but when you create a request at 10 it displays 9.
Merge ticket error
When trying to merge tickets I receive the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: 1 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75) root cause javax.servlet.ServletException:
Spell checker
Hi, I really enjoy the new spellcheck feature. I've noticed when I replace a misspelled word by a suggested one, an extra space is added at the end of the new word. Is it something wrong with my system? If not, is it something that could be fixed? thx JohnEC
SD6 upgrade and DST
We were going to upgrade to SD6 just to address any issues that may occur due to the change in DST settings next week. I am not so much looking forward to rolling out a new version of SD at this time and am wondering what the ramifications would be of not upgrading at this time. We are currently on 5.5.0. Any information you could provide would be much appreciated.
force signon to a specific domain not working after upgrade
I just upgraded to version 6 of Service Desk Plus from 5.5. We are using ldap authentication for logins. In version 5.5 I was able to force people to login to a specific domain. Now at the login screen people are being prompted to select a domain or local login. Is this still an option that can be set? How do I fix this? Thanks, Mike
Approval audit
The approval process under SD6 do not have proper audit. I noticed both 'Approver' and 'Technican' can approve the request, and there are no audit showing who approved it. I.E. Technican can submit request to the approver but the technican themselve can also approve the request, and the conversation of the log has no way to tell who actually approved it. This definitely will not pass the auditor !!
Reports
I ran the default report for "requests by category" Looks great and had good info. I went back the next day to run the same report and it had changed some (about 60%) of my Work Orders to a totally differnt category. So now my data is all screwed up. What caused this and is there a fix. Also is there a way to get my data back to the way it was?
Unicode bugs in SD+ 6.0
Now, testing SD+ 6.0.... 1) When creating Request through the Quick Request form (See "Normal russian text" attachment) by clicking Add more details... we have text "broken" (See "Broken text" attachment) 2) When creating Request fields Category and Sub-cateogry are not displaying correctly - in Database we have Unicode and in interface we have "?" marks (see "Category and Subcategory" attachment) 3) In Reports interface when interface switched to Russian in ANY report entering "Filter" tab causes
Service Stops
For some reason the Servicedesk service will stop. It seems to happan after an user import is done. the even logs shows the following in order. mysql.time_zone_leap_second' doesn't exist trying to live without them then... ../mysql\bin\mysqld-nt: Normal shutdown finally ../mysql\bin\mysqld-nt: Shutdown complete I seem to have to wait a few min. and then restart the service by opening the servicedesk plus server app. sometimes I have open the server app multiple times to get the services to come back
Email Notification Formatting\Corruption
Following an upgrade from 5.5 to build number 6002 the notifcation for new requests recieved seems to have become corrupt. Here is an example. The main body of the notification has been cleared but still the formatting of the email is not right. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_29_8940812.1173889274204" ------=_Part_29_8940812.1173889274204 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: 7bit ------=_Part_29_8940812.1173889274204-- I have
An Appeal to all ServiceDesk Plus Users
Dear Users, We recently released SDP .... and a couple of hot fixes over this release. Along with the new features, few bugs crept in too :-(. As a result, many of you have reported upgrade issues in the past few days. Please be assured that we are working on resolving the issues and providing you the best support. We are foreseeing a delay in our support response for the next few days. Kindly bear with us. We will respond to your queries at the first opportunity. Thanks for the patience and understanding.
SD+6 approvals do not work
When requesting approval for a request, the link returned by "$approvalLink" is not working: THis is the error that is returned. HTTP Status 404 - /<a href='http:/mars:80/approval/Approve.jsp -------------------------------------------------------------------------------- type Status report message /<a href='http:/mars:80/approval/Approve.jsp description The requested resource (/<a href='http:/mars:80/approval/Approve.jsp) is not available. --------------------------------------------------------------------------------
Scan - Physical memory showing as KB
Not sure when this started happening, but for the 'physical memory' field of workstations scanned, the value is showing as KB instead of MB. The number is correct, but shows KB (ie. 512 KB). Any help with this one? Thanks!
Request notes
When a user adds notes to their request, the technician gets an email saying the note that was added, but no link back to the request. I looked in the admin section and under notification rules there does not seem to be a way to configure this. Can you direct me to that template? I would like to be able to add the link to the ticket because the only way to associate the ticket to the notes is to find it by the ticket number - Its in the title of the message you get. Please help me in any way possible.
Re-open ticket
Closed tickets are re-opened by e-mail replies. But for users working with web forms would be preferrable to change status of request throug web form too. Can't find this feature.
Email job submissions - not working
Since i service packed my Helpdesk to 6.0 we are having the following problem Some (not all) requesters are emailing the helpdesk but the neither get a response from the helpdesk and no record of their request is present on the helpdesk. As this is all handled internally there is no spam filter to content with. The Built in spam filter on the helpdesk has nothing configured therefore I beleive this should not be the problem. This is proving quite a problem Some advice please
How to Reset mysql password
Hi, This is deleep. i changes my DB (MySQL) password. Can any one knows how to reset the MySQL DB password? Thanks & Regards Deleep
Unable to Restore MSSQL Data
I have been unable to restore data to a ServiceDesk MSSQL installation and having read some other posts and ServiceDesk Support replies, it would appear that this is a known issue that will be addressed in the next Service Pack. So, correct me if I'm wrong. Currently, if you run ServiceDesk on MSSQL, there is now way to restore data from backup! If this is true it is completely unacceptable for a mission critical application and customers should be advised to NOT use MSSQL as a backend database until
Hotfix Installation
Hi, I was unable to install the latest hotfix so I removed the ServiceDesk application and downloaded the latest all-in-one installation package (33MB). I installed this and then attempted to install the hotfix. I was informed that the hotfix did not need to be intalled as the latest package was already installed. Ok. Sounds good. But on the front page of the client, it states ServicDesk 6.0.0. should it not read 6.0.2?
SD+ can't see installed Windows Server software.
Even though SD+ detects a Windows server OS, it doesn't add it to the software collection for that machine. Why is this?
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