Error dialog boxes
If I got to refresh the page on the application I get these three error messages. I tried restarting the service but still get the same error messages. This is the first time I am seeing this error. I am running SDP 7.6
custom report / type: Tabular / module: TimeSpent -> problem with column "Cost entry date"
Hi, Here's is the situation: Our technicians are obliged - while working on a request - to add info via "Add Work Log". Exept when the solution is found immediately, then the request is closed by adding the solution via the resolution tab (thus without adding an entry to "Add Work Log") When I create a report (see attach for colums and datefilter) without the column "Cost entry date", the report is ok and gives all request conform the applied filter (see attach). When I create the same report, but
Topic HTML formatting changes in version updates...
In one of the more recent versions, html formatting support for requests was added as a feature, which is very helpful. However, I have noticed that the embedded CSS in html formatted messages from outlook interfere w/ those of the helpdesk system when viewing these tickets (link color changes, etc). Also, you might want to consider adding such changes as options in future versions. I had used line breaks for formatting in request descriptions and after the update the line breaks are now stripped
7.6 Business Rule Status Closed not applying
Hi, since upgrading to 7.6, my business rules are no longer setting the request to closed. All other rules are applying, category, sub category, item, priority, urgency, etc...but the status to closed is not. I have enabled the overide request with business rules but it is still not applying, I have recreated the rule from scratch, same issue, I have also restarted the mail fetcher. I do have enabled that a request cannot be closed without a resolution or a technician assigned, but this was not an
Request overview: possible to display tasks?
Hello It could be useful to display the open tasks per request in the request overview. Is it possible to do this via a filter? Anyone else needs this feature? Marc
Error when migrate from mysql to mssql SDP.v7514
I want to change db server from mysql to mssql, so : -I installed new 7514 SDPserver -select mssql db server (MSSQL2005) -run run.bat (default DB create sucsesfull and all OK) -restore backup from old SDP server ver 7514 with mysql. So I have error when restoring: Please wait ! Restoring in Progress................... Error Tables : softwarelist 0-----------------------50------------------------100(%) ==================QUERY = INSERT INTO holidaydefinition (HOLIDAYDEFINITIONID,HOLIDAYDATE,DESCRIPTION,SITEID,ISRECURRING)
Hide Tabs From Requesters
We have been using SD+ for the past few years internally. Shortly, we are going to make SD+ available to external partners via a web url for issue reporting. Is there a way to hide tabs from external users? I would like to hide the "Solutions" tab and info from our external user login accounts. They don't need to be able to query solutions to our internal issues over the last few years. External users will be using SD+ strictly to just report issues to our company as requesters in SD+. Currently
reopen tickets
Hi, how do I reopen a ticket as a technician? Is it a simple as changing the status from closed to open? The reason I ask is that when I did that the ticket shows as open but does not seem to have a new create date. Should it? Some guidance would be helpful. Thanks
How can I disable SSL?
We no longer will be needing SSL, so how can I disable the SSL and change the default port from 443 to 80? Thanks Jamie
servicedesk doesn't start
Hi; When I open the SD+ it can't starting. "There is an error There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up." How can i resolve this? STATUS | wrapper | 2005/10/26 13:52:26 | ManageEngine ServiceDesk 4 installed. STATUS | wrapper | 2005/10/26 13:56:28 | Starting the ManageEngine ServiceDesk 4 service... STATUS | wrapper | 2005/10/26 13:56:28 | --> Wrapper Started as Service STATUS | wrapper | 2005/10/26 13:56:28 | Launching a JVM... INFO | wrapper | 2005/10/26
Mail Format problem in Serice Desk Plus
http://forums.manageengine.com/topic/problem-with-email-format-in-servicedeskplus-system
Need some advice - does SD+ suit us?
Hi, We are a small, relatively new IT company. Historically, many of our IT clients have been small SOHO sort of clients. In the last couple years we have moved into the 25+ computer companies, and recently have (potentially) now signed a government / enterprise level client in the 75-100 computer level, with significant expansion coming soon. We're running 2-4 technicians. In an attempt to be proactive, we're trying to get out ahead of the need for a ticketing / asset tracking system and have
different closing rules for different groups
Currently I am not using sites, SDplus enterprise 7.6 In our company we have 3 groups to support our users. 1. network group (managed by network dept) 2. desktop group (managed by support dept) 3. server group (managed by support dept) I would like to not include group 1 when I set request closing rules as I do not manage them and they have different processes. I do not see how this can be done so next I thought of creating a separate site. This looks like it will not work as I have to assign requesters
Problem scanning new worksation
Hi, Im having a problem while scanning a new worksation. I scan it and no errors are reported, but no changes are made in the worksation information. I can scan almost all the others worksations, and being this new machines it must be a windows problem, i follow all the indications given when a unsuccessfull scan, but no change. Any ideas? Thanks sorry for my english.
Scanning Asset Domains from across the Internet?
Just wondering if anyone knows if this is possible. Completely dropping the firewall in some locations makes it possible to connect to the AD computer, however scanning the network doesn't work... obviously this is because of the whole NAT issue, but rather than fight a ton, I thought I'd ask if there was a known solution to this... I'm assuming connecting into the local network through a VPN would be one solution... >>>Michael
7.6 Backup problem
In preparation for moving to a new server I tried to run a backup after installing 7.6 and received an error. I'm running 7.6 professional on MySQL. Text of backup attempt: C:\AdventNet\ME\ServiceDesk\bin>backupdata Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database started Nov 30, 2009 12:13:39 PM com.adventnet.servicedesk.server.utils.SDDataManager <i nit> INFO: rootDir :: .. Nov 30, 2009 12:13:39 PM com.adventnet.servicedesk.server.utils.SDDataManager
Notifications for On call staff
Hi, We have a rotating blackberry in a couple of departments that is used for on call support purposes. It would be nice if we could trigger an email to the blackberry for either a new request or problem that is created and not assigned to someone. It would be even better if we could trigger the alert based on a specific priority. I suppose a technician of 'on call' could be created, but that is a waste of licenses and doesn't address the priority portion of the request. Example 1: On call staff
Assigning assets to a site
Hi guys, We're tidying up and cleaning out our asset list and are trying to assign assets to particular geographical locations. We're pulling up all machines within a certain IP range (each site has a seperate IP range) and then in the asset search selecting all and clicking "Assign to site"However, while the system reports "Resources Assigned to Site Successfully" the site field on the asset view has not changed, nor do the machines show up on a report run to show all machines in that site. Is
Terminal Services CAL's - 7.6
We utilize Terminal Services in a Windows 2008 Environment. For this one environment, we need to track the CAL's for Terminal Services, and the CAL's for Windows Server. In addition we need to track the Server License for the actual server. How are we to track the Terminal Services and the Server CAL's separately. The Server cals can be applied to the Software, but terminal services is a service and not associated with a software. We can apply the Terminal Services CAL's to the server OS, but
Exception_Access_Violation
Receiving the following error in Wrapper.log after crash of SD+. SD+ only runs for about 4.5 minutes before crash. SD service always stays running. Also, mail fetching only work immediately after restart then fails subsequent times. INFO | jvm 1 | 2009/03/06 19:37:59 | SDPCrash-OutOfMemoryError STATUS | wrapper | 2009/03/06 19:37:59 | Filter trigger matched. Restarting JVM. INFO | jvm 1 | 2009/03/06 19:38:25 | # INFO | jvm 1 | 2009/03/06 19:38:25 | # An unexpected error has been detected by HotSpot
Can the standalone workstation scan script collect UDF data also?
If we know how to collect more data using the standalone audit VBScript, would the import routine be able to import the data into UDF fields such as UDF_CHAR1, etc? If so, how would we format the data? Dave
Notification for Closing Task in Change/Problem
When a Task is created in a Problem/Change, there is e-mail noticing the technician but when the task is closed, there is no e-mail informing the task's initiator. Is there any options to fix that?
False Preventive Maintenance Tasks
Hi! Open Preventive Maintenance Task in Admin for edit. On tab 1 (Task Template) click Save. Task succesfully saved. And new task is created right now. But why? I want only edit task, not create. Thanks.
Bug while renewing contract
Hi! After renewing contract number of new contract increased by 300.
How do you allocate a software license to an asset or user?
I have tried everything and cannot figure out how to do this. I have allocated the licenses but I am stuck. How do I proceed? Thanks, Thomas
Running a custom report gives me an error while fetching ajax response : unknown runtime error
I am running a custom report as posted by your tech team on this forum to display WO closed and the technican who closed them. Every time I run it I get the error as per the subject line. The custom report is: select aau.FIRST_NAME 'Technician', count(CASE WHEN DATEDIFF(FROM_UNIXTIME(wo.CREATEDTIME/1000),FROM_UNIXTIME(wo.COMPLETEDTIME/1000)) >= -3 and DATEDIFF(FROM_UNIXTIME(wo.CREATEDTIME/1000),FROM_UNIXTIME(wo.COMPLETEDTIME/1000)) <= -1 THEN 'More than 1 day' END ) 'More than 1 day',count(CASE WHEN
Granular Rights for Requesters
It sure would be nice to have the option to give standard requesters more granular rights--in particular: 1. Changes - Give them the ability to view their own change requests. We sometimes create change requests on behalf of end users that are responsible for various programs/systems, but they are not considered technicians. Giving them the ability to view their own change requests would be very helpful.
Newly added Asset state cannot allocate to a person or department
We have just upgraded to 7600 and noticed that the Asset state we have created cannot allocate to a person or department. The old-built 7509 allowed us to do so. The new asset state allows to track the notebooks that been allocated for home use and now it will only display home use only.
Upgraded to 7.6, Many Issues
We upgraded to 7.6, since we having the following issues; Single Sign-on is no longer working Clicking on > Assets then > Software > Software Licenses we only see "<table border="0" cellpadding="0" cellspacing" Our open requests are not accessible These are the issues we've found so far in day 1.
7.6 Upgrade...Extra Whitespace on Email Replies
This seemed to have just surfaced after our upgrade, but email responses created from within Service Desk seems to be adding about 5 extra lines before the begining of the typed email response. Is this something that is configurable? John
Connecting AD after using a csv for userimport
I am wondering if it is possible to connect AD for authentication when initially a .csv import (AD was the source) has been used for the user accounts in SDP. I am now in the situation that new users are created in our AD which were not imported initially, so I have to manually create them, which is a no option for me. I want to activate the active directory authentication but keep de request made by previously imported users linked to those users. I allready installed a new server to: Import a
Asset Software Management
I'm trying to sort out our software licensing in service desk but its proving rather frustrating. For starters, to associate minor versions, the software has to be managed, but for example adobe reader, is freeware so i want to put it under the freeware category and associate all the minor versions but i cant. We have several licences of adobe creative suite but i can't associate all the different software which comes as the package with the one license (dreamweaver, photoshop, fireworks etc) I
How to get a list of changes/problems on a specific system
Hi we need to create a list/report showing the problems/changes which have been done on the assets Is there a way to get create this list by sql? Thanks a lot for any help. Best regards, Marc
Help - need a query that returns all requestors and associated fields
Hi, to help with my new implementation of SD+ and the import of assets against the correct requestors, can someone give me a query report that lists all requestors and their basic information, eg, name, email, departement and site? Is there, on this site or elsewhere, a repository of useful query reports? Very few of the queries that I find on these forums actually run on my installation. I assume that the tables/fields have changed since they were posted on here? Many thanks, Richard
scheduled tasks with preventive/planned maintenance V 7.5
Hi all, i´m using preventive maintenance to create scheduled tasks. I created a daily task which opened a daily request at 0800 am - but only for a week :-( Now all i can do is manually run the maintenance to have my request opened. - I checked there is no unclosed request created by the task - I tried to reactivate the task by editing+saving - didn´t work. - I changed it from daily to weekly (working days) but still - no new request at 8:00 am. I would appreciate any other ideas to make my task
LDAP synchronization through openldap after upgrade to 7.6 not working
After upgrading to 7.6 we can no longer synchronize users with LDAP. The query looks the same as in 7.5.0 Build 7512 FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs We have a testsystem running 7.5.0 Build 7512 and it works fine.
Assets: Bulk Change to Server(s) fails
Hello, On 7.5.0 Build 7507 - I've scanned 80+ servers which now appear in Assets under Workstation. When I select all and chose Actions>Change as Server(s), I get a Modify Device Type Dialog with only one choice "Unknown Server". I select this and hit Save. The screen blanks and returns to Workstation with no devices having been moved. Several Questions: Is this a know error corrected by an existing hotfix? Can I tell the Asset scan to make these Servers during the initial Scan process? Where do
Problems after 7.6.0 updates
Hi, After upgrade to 7.6.0 version we have few problems... (java client upgraded to : jre 6.17) like : Scheduled report - Our report is configured to send by mail all request created at yesterday... But after the update, the scheduled report collect ALL request present in our database. !!! and after that, the report mail is not send. Manage Engine service desk plus client restart all times - We launch the client and it appear in taskbar, we trying to connect on it and the manage engine service
Reports Not Working Properly
Since updating to 7.6 from 7514 the following issue has started: We have an advanced matrix report that should show time spent on requests for the week (cost entry date). However, when the report is run it seems to pick random weeks from the beginning of SD+'s existence in our organisation. When I 'edit' the report but change nothing and re-run it, the correct data is shown for the current week. Cheers John
Asset Information
What assets scan in the Audit Setting? Currently we have the Audit Settings set to Daily scan, but what all does this scan? Just workstations, or Workstations and printers?etc Also, We added additional fields in the Asset - Additional Fields, called Product Model (Pick list) and Product Location (single-line). These are primarily regarding to Printers How can we include those fields into a query that can display the % supplies remaining for each printer listed by Product Location? Currently for the
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