Disable Adding Requester Accounts Automatically
Good Afternoon Everyone, When someone sends a request to ServiceDesk, the system automatically puts them in the list as a Requester. Is there a way to disable that? We get people who are external to the company sending informational emails to addresses that are piped into ServiceDesk (for example, Dell sending us licensing information or product information). Why would I want that person to be in the list as a Requester? The main issue is that, since they are called a Requester, they're also in
HTTP status 500 error
Since we upgraded to SDP 7.6.0 build 7602 we started to recieve occasional HTTP status 500 exception report errors (The server encountered an internal error () that prevented it from fulfilling this request.) white searching requests, updating a ticket, etc. Please help. Thanks, Denis
Blank Screen Opening SD
Hi, I have had problems, myself and other users of our service desk. We often see a completely white / blank screen when opening the service desk. I can often remedy this by removing the SESSIONID cookie that the service desk creates. I don't know why it happens, but a completely empty page is returned, not even html tags, just pure white, like the sd crashed or had an error and didn't send back a page. Could this be investigated please. I am on build 7506. Regards
Server crashed and restored but SDP will not start (v.6003)
Hi, I had a brain fart and removed SQL off of the server which I didn't realize SDP was using for it's database, I thought it was utilizing MYSQL...I was wrong!!! Anyways, to make a long story short. My BackUp Admin restored the entire server from Symantec BackUp Exec and eventhough everything seems to be back, SDP will not start. Event Logs shows Event ID: 100 | Category: wrapper | Source: servicedesk "There may be a configuration problem: please check the logs." Event ID: 7034 | Category: None
what is SLA violation check period?
Hello. I am trying build 7510. I created SLA First response notification for highest priority and set SLA first response to 1 minute. But violated request marks as VIOLATED only after 5- 10 minutes. How to decrease this period? Thank Alex
Anyone else using Asset management in SD Plus Enterprise with any success?
I am running into a significant amount of service oriented issues and wondering if anyone else has workarounds. 1. If you have a workstation (Dell in our case) and search for the service tag under assets it will not return any matches. a. If you switch the search field to workstation it does however work - resulting in a loss of time by having to switch multiple areas to search. 2. If you have a existing piece of equipment in inventory (Laptop name corpmjdoe) and issue a replacement
Asset Management Software
How to add more software types? Look at the attached file please.
Manage Scanned Software Inventory
Is there a better way to manage the scanned software lists. In particular I want to delete everything with an installation count of 0. I have some and Its starting to bother me. Is there an easier way than just going thru the list line by line and selecting each one and hitting delete, thanks J
Cannot Delete Vendor Associations or Product from Service Desk Plus
I am having a problem deleting a vendor association and products from the database. I consistently receive an error such as Error Code - 1,263,401,408,588. Any ideas about what needs to change on my system? I am using version 7014
Cannot create new request after upgrade to SD+ 7.6
Hi, After upgrading to SD+ 7.6 we can no longer generate a new request, view a request, or add/edit request templates, or access preventitive maintenance tasks. The following is displayed when trying to create a new request: 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: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:109)
Scanning Mac (OS X) doens't get the serial number
Hi, I am currently testing SD+ 7.6 and it seems to have fixed problems relating scanning Mac OS X machines. While SD+ is now able to scan hardware and software info, it seems to leave out very important peace of information: System Serial Number. Without the S/N, there is now way to link the scanned machine to the machines already in SD+ (created manually or imported via CSV). If there is an asset with the same workstation name, SD does assume that it is the same machine. Our workstation name include
Hardware Summary Report (Workstation summary reports)
- Can I customize this report? Edit the layout, change the font, color... - Can I add another data to this report? I see only Memory Details, Network Details, Disks and Drives... I want to add Video Card Name, Video Card Memory, Sound Card Name, Last user login to this report! PS: Version 7.6.0 Build 7602
7602 e-mail interface (@SDP@)
With the new email handling of requests can you advise the correct way to format a request to RESOLVE a request please. The e-mail is being processed but I can't get it resolved I'm sending P { MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px } @@OPERATION=EDITREQUEST@@ @@STATUS=Resolved@@@@RESOLUTION=Resolution text in detail@@ Just seems to end up with an open request with the resolution text added. Should I be attempting a CLOSEREQUEST with a RESOLVED status, just I don't want then closing, that is a task
workstations inventory
We use ae_scan.vbs as logon script for inventory, domain scan is not using. If I open any WS in the assets, I don't see 'last scan' date (see attachment, yellow string). Is it by design ? Should be updated this date after ae_scan.vbs ? If I will press 'Scan Now', computer will be scanned and this field updated. Is there a way to check, was computer details updated in assets after ae_scan ? Thanks
Error Upgrading From Build 7022 To 7500 ?!!!
Hi , When I Want To Apply Patch 7022 to 7500 the updatemanager.bat raise bellow error: INFO: Problem during installation of patch java.sql.SQLException: There are no p rimary or candidate keys in the referenced table 'DomainInfo' that match the ref erencing column list in the foreign key 'SDActiveDirectoryInfo_FK1'. Jun 22, 2009 6:31:10 PM com.adventnet.servicedesk.updatemgr.util.SDPreProcessor revert please Guid Me To Resolving Problem ???? Regards, Omid Ghanbari.
Criteria and Action Request on newly created Request Field (Business Rules)
I recently created a new Request field and 5 pull-down options. Is there anyway to access this new field when creating an action in the Business Rule page? Just like "Place in Group" or "Assign to Technician", I want to auto-populate from my newly created field.
Viewing Service Desk Performance in LCD/PLASMA/TV
Dear ServiceDesk Team, We would like to project customize dashboard to view - Total Number of Requests, and their statuses (Open, Closed, Resolved) - Matrix report of requests against priorities Also the dashboard must refresh itself after every 10 seconds or less These details will projected on large screen so the business can view our service desk performance Is it possible to do that in Service Desk Plus? Appreciate you support Regards Ali
Best practice for the SDP URL?
Hi, please excuse my ignorance, but what is the best way to expose the SDP url and how should I use the Web Portal Alias setting? For example, SDP is installed on http://server1:8090 I probably don't want to expose the servername to end users and I'm likely to want to migrate SDP to another server in the near future. On this basis, am I best to create a DNS CNAME entry and use this in the Alias field? For example - DNS ICTServiceDesk server1.domainname.com SDP Web Portal Alias field:
API Enhancement
We would like to see the ability to add approvals via the API.
SD memory dump in Services.exe
Hello, I'm having a problem with a memory dump when Servicedesk is running on a server. Lately when I launch SD on a server I'm instantly getting a drastic increase in memory consumption for "Services.exe" system process. It rapidly increases to 300 000 K and stays this way till server reboot. Along with SD itself this leads to performance speed issues quite soon. I haven't seen this before till a week or so ago. Could you please tell me what might be the cause of this and whether I could correct
Request Template, Requester
Why can I not modify or add fields on the default Request Template..>>Requester. Please look at the attached file.
Status Options
Hello! I would like to know, why we cannot use just our options in the Status list. We have to set up our system with brazilian portuguese but we cannot modify the english status list (Open, Closed, Resolved). I understood that resolved is linked to the close request, but this doesn't explain why we cannot change the string. As our company is just made the contract with the ManageEngine, please try to suggest some solution, since we cannot tell to our clients that the system doesn't support completely the
Why do requester replies reopen a CLOSED request?
We are very fond of the fact that a requester's response to a RESOLVED request puts the request back in an OPEN status. However, our Help Desk team is of the opinion that once the request has been CLOSED (either by the requester or by the system due to lack of response from the requester), there should be no reopening the request. Any future communications should result in a new request. Is this a bug or is this by design?
Can requester info be broken out into firstname and lastname
We have a desperate need to have the requester info have fields for first and last names. The notifications come out horribly impersonal, and it really affects the customer/technician relationships. Can we get that fixed? We'll work on the active directory portion, but to have those abilities would REALLY be a big help. Justin
Summary report for SLA compliance for KPI
I have this query below to show if SLA is being met. But I want the columns to be displayed like these Category Resolved within SLA Resolved after SLA Total Resolved tickets Computer 2 17 19 Network 0 2 2 Not Assigned 0 0 0 Others 40 54 94 Printers 3 2 5 Total 45 75 120 And 2 other columns showing the percentage of tickets resolved within sla against the total tickets and percentage of tickets resolved after sla against the total. And as per the query we should be able to define the date range.
Local Account Cleanup
For some reason some we have a bunch of local users SDP that have no tickets and are just setting there. I would like to clean them up, but don’t want to go through the web interface. I was looking at the backend databases and I think that if I just change the “Status” field in the SDUser table to “RESIGNED” on the users that would be the same as deleting them through the web interface. Do I need to change anything else in the database to delete the users or is that it? I have written the following
Incredibly long time for backups after upgrade to 7.6 (7602)
I just realized that my nightly backups scheduled to begin at 20:00 are taking a considerably long time to complete. On average, they're completing about 5 hours later. Prior to upgrade, they seem to have taken about 15 minutes to complete. Is this a known issue with 7.6?
Stop Opening of CLOSED Requests
Team, We are using ManageEngine Service Desk Ver 7.5 build 7504. My issues is : We have automated close of Incidents. But user is able to open the CLOSED tickets by just replying the old EMAIL of Resolution. Which causes a great AGING. For eg : User got resolution for his incident no 3154 on 1st Dec 2009 and then after 2 days, the incident got auto closed as per the setting. Now on 15th Jan 2010, user reply to 1st Dec 2009 Resolution email from Manage engine and then his old incident 3154 is reopened
Advice needed on managing assets
Hi, I'd be grateful if anyone can advice on how best to use Product Types and IT Assets/Non-IT Assets. For example, printers. We have 50+ network printers and a network scan of these retrieves basic information such as trays, page counts and toner levels. We also have a number of non-network printers. If I create the non-network printers as 'printers' then I assume they use a device licence - is this correct? What do other folks do - purchase enough device licences for all of the printers? Also,
Update department in request when updating requester
If you update the department assigned to a requester in a request, the new department is displayed but reports run against that request will show no department. To correct this you have to carry out a second step of editing the request and reassigning the requester to it, this will allow reporting to work correctly. Surely assigning the department to the requester in the ticket should also update the ticket such that reporting shows it as being against the newly assigned department?
List servers by their Relationships
Hi, I would like to make a list\report that lists our servers based on their Relationships. E.g. List Servers connected to IT Service "Email". Anybody know how to do this? /lakend
Deleting Vendor Relationship or Product
Good morning - we have noticed that we seem to have a problem with removing a vendor relationship to a product and also in deleting a product from the database. For example, when trying to remove a vendor association to a product I get an error that includes Error Code - 1,263,568,032,388 Any ideas as to what steps I should take to resolve this? We are currently running version 7014
Software license management enhancements
Dear All, Apart from individual and enterprise licensing, support for below two types of licensing would be available from SDP 7.6. 1. Volume Licensing : Where multiple installations can be configured for a license. 2. CAL (Client Access License) : All Microsoft related CAL types would be supported. They are Per seat - Device, Per seat - User, Per Server, Per Processor, Per Mailbox. Following are some of the features that would be supported in the near future in software license management : 1. OEM
how to configure my application to send traps to two managers simultaneosly
i have configured current host and port in V1V2trapforwarding.xml. i need to add one more manager so that i can send trap to two managers simultaneously.
notification on merged jobs
we have "notification when job resolved" turned on. if you merge jobs from a number of different requester , they get merged into the oldest job. My Question : when you resolve this job , do all other merged requester get a notification of the job being resolved too ?? Thanks
Http 500 error
I have recently downloaded the ManageEnging ServiceDesk application, the free version, to demo the product form my major client. I have it setup but in editing the Categories remotely, I have consistently received the following msg/report. It's important I get this fixed as I am supposed to demo it within 24 hours. You can login below as default administrator. -http://w-wizards.com:8080 type Exception report message description The server encountered an internal error () that prevented it from fulfilling
mySQL Database Query - Lost Database Query Monitor Data after DB restart
Hi, i'm using a Database Query Monitor polling a count-Statement every minute on a mySQL DB. Every 6 hours the database is restartet by a scheduled task. After this restart all collected data of this counter flushes and the Chart begins to fill from scratch. Do you know what's the probleme here? Kind regards Florian Arth
Solution Notification email to technician not picking up variables.
When SD+ sends notification email to technicians it is not picking up the variables, instead it sends the following. We are on build 7602, any ides? Dear Technician, Solution : $SolutionId under $TopicName, have been modified by $LastUpdated_By and approved by $Comments_By. Title of the solution: Equestrian Centre Access Points Solution can be viewed using the link below. Please ensure you are familiar with this solution. $SolutionLink
Inaccurate approval status
The approval status will not be accurate if you send two approval notices and one person takes action, then the status changes based on that person's action. For instance, if I send approval to Joe Manager and Joe Micro-Manager... and Joe Manager immediately approves the request, then the status changs to "approved" even though Joe Micro-Manager hasn't taken any action. In this scenario, I believe the status should remain "pending" in case Joe Micro-Manager rejects it.h Please let me know if this
Hyperlink taking you to home page first Problem
Hi all, When somebody creates a request and then it emails me (the technician) and I click on the link at the bottom of the email it opens up the ServiceDesk home page if I haven't got this already open. It is only if I have this already open does it open up on the request. Can I set it to open up on the request straight away? Thanks Martin
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