Workstation / Server scan failure.
After installing the agent, scan works automatically but after 1st scan, every scan attempt fails and gives this message. "No response received from workstation. Probably the workstation might be switched off or does not exist." I checked the ICMP and port 7 and these were opened and ping was able. None of the workstation / server was able to scan. Even SDP fails at scanning at its own server too. Any suggestions?
SDF-39504 Updating Technician Information from Active Directory
SDF-39504 above was raised by one of our now resigned colleagues in June 2011. Could you please provide an update or advise when the work maybe scheduled for release. Many thanks Brenton
Asset Management
Hi, How can I add to the Manufacturers list for Software Licences within Assets please? I can edit Vendor, Product Name etc, but cannot find a way of adding a new Manufacturer. Cheers
Has anyone install Service Desk Plus on a VM
Hello I would like to find out if anyone has installed SD on VM ware and if its supported. thank you
Response overdue status and overdue status in report
Hi, Can i change status in report when i export in fields of First response overdue status and Overdue status from true/false to be yes/no?
issue when trying to input the license number.
We just purchased SD+. We are trying to input the license number. When clicking on "License" we get the following error message: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException org.apache.jsp.jsp.Register_jsp._jspService(Register_jsp.java:441) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
Report on custom requester fields
Hi, I'd like to request a report on some custom requester fields. We have added custom fields such as 'date of induction'/'date of signing IT Policy'/'date of IT Training' and so on. We'd like to produce reports on the following: 1. A list of people who have not had an induction (i.e. nothing in date field). 2. A list of people who have not signed the policy. 3. A list of people who have received training in last 12 months. 4. A list of people who have had no training in last 12 months. I'm no SQL
Specifications VM Server for SDP
Hi!!! I have an issue with SDP, the java.exe process is crashing so the web portal it's not running, but the process mysqld-nt is still running. I migrate the SDP to a new server and still have this issue, so i don't know what more can i do. SDP server is: WinServer 2008 64bit RAM 6GB HD 250GB Processors: Intel Xeon CPU E7- 2820 @2.00 GHZ 2.00GHZ (2 processors) Can anyone tell me what kind of specification i must have to run SDP on a VM server, antivirus type, exceptions? THANKS!!!!!!!!!!!
Purchase Order required fields
Ive added some custom fields to my PO. IS there any way to make them mandatory so that the PO requester HAS to fill in these additional fields. Second question alos about PO reporting, is there any way when running PO reports that I can get it to list in the report the item information, this does not seem to be available to choose as an option when creating a custom report on POs. Thanks
Would like some advice on autoassigning manually created requests to certain technician groups
We have created technician groups with specific email addresses so that incoming emails get automatically assigned to that particular group. We have also setup appropriate roles that restrict each group from being able to view tickets in other groups for security’s sake. However, this does not address the issue of tickets that are created manually by the technicians themselves. At this point any new ticket that is manually created by a technician has to have the group designation manually assigned
Backup failed since resizing disk?
Our servicedesk 7.6.0 Build 7611 was working fine until a week ago. I then manually resized the disk it was running on. Had to recreate swap. All errors with booting where solved and servicedesk is running fine again. Except the scheduled backup fails with the following message: If i run the backup manual from ServiceDesk/bin/backupData.sh it runs fine. backup file is created. At the end of the manual backup it outputs: stopping DB Server >>>>> false is that normal behaviour? What can i do to get
"Response" in ticket
Hi all, What would be counted as a 'Response' when a ticket is created. Is it an e-mail to the user? The added note? Regards, Ryan
Manually change ldap dns ip without logging in to manage engine service desk?
We recently installed 2 new 2008r2 domain controllers in our domain, transferred the fsmo's and removed the old servers from the network. Unfortunately the ip for dns was not updated in service desk, so now no one can log in to include the default administrator account. I wanted to know if there was a configuration file somewhere that the ip for the current dns server could be updated in.
Configuration transfer from development to production
Hi, We just started to use the Service Desk Plus product and we want to create a development system (where to try and test our configuration) and a production system. Is there any way to transfer / propagate / deploy the configuration changes from development to production, short of performing the same changes again? Thanks!
Custom Request Template Not Being Used Properly When Request Is Sent Via Email
When users send Requests via email with correct parameters to use a custom Request template, ServiceDesk Plus ignores all @@ parameters set in the email (except for RequesterEmail) and just uses the default Request template. However, if the user is a Technician, ServiceDesk is able to parse the email correctly and uses the custom Request template. This happens even if the email content is exactly the same (except for Requester and RequesterEmail of course) as used by the non-Technician. Any help
User style field on Service Catalog form
We are using SD+ v8.0.0. I am building a form for Requesters to request access to different resources in our environment. I have all of the resources listed as required and the rest of the form as we need it. I now need to provide a field to the Requester to choose an AD user from the internal "Requester" list. At the moment the only way I can see of doing this is if I use the "Select Approvers" field then put every user as a Service Request approver, which isn't going to be suitable. I have
Unable to send reply to a request
Hi, I have recently changed mail servers and was experiencing problems with the incoming and outgoing mail. I now am able to use the email to ticket feature but the outgoing notifications don't work. I am also unable to reply to a request as it says "sending notification failed" I have attached the Support log file.
PO - purchasing workstation?
When I receive purchased items, I close PO, then the item goes to asset inventory. How do I save it as a workstation, not an asset when I purchase a laptop/desktop??
Close linked requests
I have to linked requests. why if i close or resolve main request, linked request dosnt close? I think this feature will be good.
Can we use PKI certificates for our approval process' digital signatures?
Hi, I'd like to know if ServiceDesk Plus Enterprise Edition supports the use of PKI certificates (e.g.: Entrust PKI) for digital signatures in order to approve requests throughout the approval process... Thanks!
Broken link from task to request
Anyone else have this? I've followed a task list from an email, and the link next to "Associated to" at the head of the page goes to http://hq-sd-01/tasks/CUDTask.jsp?TASKID=305&MODE=Edit# - which leads precisely nowhere. We've just started using Tasks today, possibly we haven't configured it right?
SMTP Option?
Hello, I am currently evaluating SDP as a possible replacement for our service desk. I have testing some of the features. In the Admin Section for mail settings you can set the outgoing mail to use SMTP but you cannot do the same for incoming mail. Our exchange server is not setup for POP3 or IMAP, which are the only two options in the incoming mail "Email Type" drop down list. Is there a way to specify SMTP to process incoming mail? Regards, ITbugz
Approval module security problem - AGAIN!
I would like to inform that again we've found SD (Enterprise 8022 edition) very usecure with use of approval module. Anyone can build URL link (ITEM and KEY are easy to find) and see the whole request body - download attachments fe - without ANY AUTHORISATION! I suppose it is the same error or error-scheme found in mid 2010 and confirmed by support. Lack of support in this case is really hard to tolerate. Example: https://sd_address/approval/Approve.jsp?ITEMID=31720&MODULE=Request&KEY=11327327904289
Asking for user agreement
Hi There Is it possible to ask requesters to Accept or Reject a Usage Agreement before a specific Service Request form is shown? if not, any idea similar to this issue? Thank you so much Amir
Requesters have no ability to edit
I was wondering if has any idea how to turn on the function to allow my users to edit their requests. I have search a few options and still can not find the option anywhere, chances are I am looking in the wrong place. Any help is greatly appreciated. RK
Software Allocation
I'm trying to allocate licenses in bulk, however, I am unable the licenses I have listed when allocating.... it always allocates the topmost license... Any way around this?
Finding fields in SQL Server
Is there an easy (easier) way to find field names in SQL Server? It is very difficult to build query reports without knowing the name of the field or the table the field is in. is there such a thing as a data diagram available showing all the fields and relationships? I am especially interested in finding the additional fields that we created for the requesters. Thanks, Sheila
Technicians and Groups
I have reports that will list all technicians and all groups. I would like to combine these so that I have all the Technician Groups listed with the members (technicians) for each group.
Moving Assets to ServiceDesk from FacilitiesDesk
Hi, We are currently in the process of setting up ServiceDesk plus on our system. Currently we have FacilitiesDesk Running separately but are looking to intergrate them. What is the best way of transferring the asset list between the two programs? Thanks
PM - SLA
We have PM requests set up that go out on a Daily, Weekly, and Monthly basis. I have set up SLAs for each of these. When the system generates the request it does not assign the appropriate SLA to the request. It assigns the High SLA to the first request that is generated and then the rest are "Not Assigned" Thank you, Justin
DB Query to Archive the DB available on Sql Server
Hi All, I want the query regarding pursing or archival of DB of Advnet Net Tool. Thanks Nitin
Can closure of a request be mandatory when last open task is closed?
Suppose that a request has several tasks associated with it. When a technician closes the last open task, can ServiceDesk Plus force the technician to close the entire request as well? We don't want any requests to remain open when all of the tasks are completed. If this functionality is not available, can a business rule be used to achieve the same result?
closing rules two or more request to one problem
Hi If I have closing rules on my request that says at I have to fil in work log, then doing one problem reuest and bind two or more request to this problem. Then when I close the problem, I chose to close all request connected to the problem, I get error "188 Worklog" I must have closing rules on the work log. Is it a way to fix this?
Auto open/Hide calls?
Hi Guys We are currently monitoring our service desk plus solution for calls that have not beena ctioned for several days. We are seeing issues when people have requested third party support and they have to wait 10+ Days for these to come out to site. Is there a feature that will allow us to "Hide" a call from the report and auto re-open/unhide the call at a particular set date. Many Thanks
Would like the ability to pull fields in AD during login to SD
We populate some special fileds in AD so we can gather what PC they were on when submitting ticket and also What citrix client they were on. This is really helpfull in trouble shooting issues when we can't get hold of user and also helps us spot issues with a possible citrix server
Link Level and Priority
Is it possible to link the fields "Level" and "Priority" ? Currently we use the field "Level" to indicate the type of request (ie. Incident, Change or Problem) After a technician selects the appropiate Level, he has to set the right Priority. For each Level, we have different Priorities. For example, a Prio 3 Incident should be solved sooner than a Prio 3 Change. Now, when a Technician selects a Level, he can choose any Priority. Sometimes, a Technician makes a mistake, assigning a "Change
Group has a wrong view after migration
Hi, After migration from windows to linux, some groups present wrong view, group have the same tasks of the other group. Has anyone had this problem? How can I fix this? Thanks.
SD-14882 - adding html to description box
SD-14882 - I need to add html to a request but it has been blocked here: SD-14882 I tried adding it directly into the database but the html doesn't display properly. Does anyone know how i can get around this? Thanks, Mark
Reminder for technicians to update a ticket
Dear all, unfortunately I cannot find a field "ticket last updated" in Service Desk. I'd like to remind the technicians by e-Mail when a ticket needs to be updated (e.g. after three days), even . In the history of a ticket I can see "Updated by ... on ..."? Is there someone who can tell me how I can achieve this? Many thans and best regards, Holger
Hotfix 8020 Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Refer the below URL for the list of Issues that has been went in this Hotfix [8020] http://www.manageengine.com/products/service-desk/readme-8.0.html Also, please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Issue Fixed in 8020 (Released on: 29tht November,
Next Page