Problem with Due Date Calculation
Hi, The due date calculation seems to be wrong when the timer is activated again after the original due date. Please see attached of the history for the due date calculation. Thanks, LT
at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)
Hi, I want to migrate ServiceDesk Plus application to anthoer masine and i got the following problem: when i try to restore the AdventNet application, i mention here that the backup is made by AdventNet tools and it seems that the backup dosen't finish. The last message is: " at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRunning (SDClientUtil.java: 229) " thanks
Add notes to a task via email
Is it possible to add notes to a task via email?
Populate Possible Field Values with API
Hi, We have a request that it be made possible through the API to easily update requester field values. This is because a number of our fields contain information like version numbers that can change even on a daily basis and would be great to have a script run each day that could talk to the sd api and populate with the new list. Regards,
Error during the scanning
Hi I have 243 teams and a single scan, where hosts the application, when you want to scan any of the other 242 sends an error stating that the DCOM on the machine is not enabled. And the following procedure was carried out and there was no result. 1. Go to Start programs and run "dcomcnfg". 2. On the Component Services window, double click on the Component Services. 3. Right click on "My Computer" and select properties. 4. Select "Default Properties". Ensure "Enable Distributed COM
Problems after conversion to MSSQL
We currently use build 7011 and a live and test system. Currently our live system uses MySql but we want to convert it to MSSQL. The test system was created for the purpose of testing the DBconversion. I installed our current build under MySql, restored the backup and everything was working perfectly (i did have to edit the restoredata.bat file to exclude the wordoccurences table using the "-Dsdp.restore.error.ignoretables=wordoccurrences" command, to resolve a different issue where the requests
Extract of categories etc from SD+
Can I extract a list of my current, Category>>Sub category>Item say to Excel, I would like to be able to do this so I can use the same template/list for further installations in other countries I am implementing into for the same company? Hope someone can assist, and hope this makes sense?
Changing notes
Hi, if i create a note as private and later change it to public , it changes the creation date therefore messes up the sequence . Do you call this a Bug or a "Design Feature" Thanks
Attachments in solutions are not populated Resolution
When using the Search Solution option in the Resolution area, if there is an attachment within a solution that you choose to populate the Resolution, the attachment does not appear in the Resolution area. Anyone have any idea why this is happening and how it can be fixed? Mandy
Escalation by status
Hi was wondering if there is the ability to escalate on sla based on a custom status? We use complete as a closed status but now all tickets are being escalated as we do not mark tickets as closed. Anyway to add a filter to the escalation where we could select status in the dropdown and that way we could state where status not equal to "complete"? Thanks Bubbles
New Assets replace others
Hello, I'm trying ServiceDesk Plus 7.5 Version : 7.5.0 Build Number : 7508 I have a problem when discover assets from Active Directory. Multiple assets replace others Thanks for your help.
ServiceDesk Plus MSP Beta lack of features
Shouldn't this product be called SupportCenter Plus MSP? Where are the ITIL features that are in ServiceDesk Plus? Because the main difference that I see between SupportCenter Plus and ServiceDesk Plus is the ITIL features in ServiceDesk Plus which is missing in ServiceDesk Plus MSP Dennis
PO attached file error
Hello all, After attaching a PDF to a PO and saving wehn clicking the file link to view the PDF the server throws the following error.
Requester bug reported long ago... Still no fix?
Several months ago I reported a bug with AD Synchronization that (to the best of my knowledge) has yet to be addressed by the SD+ development team. The bug is such that... when I upgrade a requester from Requester allowed to view: Show only their own requests to Requester allowed to view: Show all their Department requests, the setting is reverted back to the default (Show only their own requests) every night when SD+ synchronizes with AD. This was acknowledged by Andrew and assigned Issue ID: SD-14397...
Scanning ESX servers (and other network scan devices)
Could someone please put some detailed instructions on how to get things like ESX servers, switches, etc to successfully scan. I have configured snmp on the devices and made sure I was using proper authenication and community string. All I get is a failed to scan. Everytime.
Software Allocation - Sites
Hi, We have 4 sites. In this example I have 200 licences for MS Office. I don't want to say there are 50 at site A, 150 at site B etc. I just want to associate the 200 licences with the 200 machines which are in different sites. Unless I associate the PC and the licencse to the same site it won't let me do this. Is there a way around this? All I want to show is that I have 200 and have only used 200 regardless of site. Thanks
Hotfix 7506 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7506) fixes the below issues. ServicePack can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in this Service Pack 1. SD-14689 - For the below languages some of the non-english characters are shown garbled. a. German b. Italian c. Hebrew d. Norwegian e. Polish f. Serbian g. Swedish h. Turkish i. Vietnamese 2. SD-14706 - Problem in adding a new request through
Domain User Unable To Login
Hi, Today we had a user trying to login to a domain she was imported under. She has been able to login fine for some time but today her password was rejected. (she changed main windows login / active directory password recently but doesn't SD always check against the password in active directory?, in this case her new password was accepted by all pieces of software except the service desk) We reset her password and still no luck signing in to her domain in the sd, but strangely she can sign in under
Filter Rules
I am trying to create a rule in the spam filter that picks out certain words from the body of the e-mail. The spam filter has an option to use subject, to, cc and description fields. I have tried to use the filter to find the word in the body using "Description" but it doesnt seem to work. Is it even possible to search via the body of the e-mail?
7507 - Performance slow after upgrade
Upgraded two weeks ago to 7011 to 7507. Since the upgrade I am receiving multiple complaints daily about slowness and system hangs. Here's the system config. Windows 2003 Server R2 SQL 2005 Sp3 Quad 2.13 Ghz Xeon Processors 4 GB Ram 30 GB Primary Drive 100 GB SQL Data Drive Java Heap space 1024MB What I've observed during periods of slowness: Issues occurring trying to view or edit Requests. Local Processor at 90%+ (This occurs most often. Its usually the local processor which is maxed,
Views of changes
Is it possible to view all changes for a particular service or for a particular asset? I would like to be able to quickly see for troubleshooting what changes have been made to a service or asset and i can't see a quick way to do this. Also it would be good, if using the relationships for assets and services that you could see changes that apply to dependancies of services. For example, if I'm trying to troubleshoot my Sharepoint and I look at the recent changes the Sharepoint service then it
Spam Rules
Is there any way to make spam rules apply to the body of an e-mail? I have tried using "Description" but that does not seem to work.
Adding requesters via LDAP scan = no associated domain
We currently use SD+ across 2 domains. Domain 1 has a full list of requesters fine with the correct domain associated Domain 2 HAD users associated fine but can no longer get any more Previously we could add requesters fine and they would be associated with the correct domain, now when we point SD+ at the correct OU using LDAP referencing the user(s) are added but cannot login as they have no Domain associated. This also occurs when using an AD scan. What am I doing wrong? Dan GMT+ 0
Asset search results that return over 50 rows display incorrectly
When using the search box on the left-hand side with Asset selected, if the criteria you specify returns more than 50 results (which are then spread over 3 pages of 25 per page) then the display behaves oddly. The first 25 rows display normally, but clicking the next page button takes you to rows 26-50 which are in fact just the first 25 rows repeated. If you then click next page again and move to rows 51-75 you get different results as you would expect. I've tried other filters and Asset is
Unable to login to SD after AD Server Died
One of my AD servers had a hardware failure and was taken out of the farm. Since that happened, I get the username and/or password error and am unable to login. I have tried to login locally and follow some of the steps, however, it's still not working. Any suggestions?
Testing upgrade 7015 to 7507
Hi, I want to test the upgrade from 7015 to 7507 by taking a copy of the Service Desk Plus including SQL database, here is what I have done so far: Took a copy of the SQL database and restored it to another SQL server - simple Installed another instance of ServiceDesk Plus, same release as the original, on to another server and pointed it at the copy of the database. Took a backup of the settings from the first server using backupdata.bat and then ran restore.bat on the test server When
Notify requester when changed
If a technician changes the requester , it would be nice to notify the new requester that they have a request in the system.. ie - we have a voicemail system which pushes all voicemails into servicedesk from a single email . When the technician listens to the message , he assigns the correct requester ( instead of the voicemail) , the system does not send an email to the actual requester when assigned .
How can I find requests that have closed problems, and problems that have closed changes
I'm sure there is an easy answer, but I cannot find any list or report that shows me a list of requests where the problem has now been closed. Likewise, when a change is closed, I cannot see how this updates the Problem in any way, or notifes any users the problem can now be resolved (except by email). I have seen the email notifications, but emails are a one time only action that are easily forgotton, or delivered to a technition on holiday, sick or otherwise unable to progress the case imediatly.
Remove "Site" from Requester Details
Hi, I doubt it's possible now, but perhaps in a future update we could have the ability to remove "site" from the requester details. We've had a custom field for "building" for a few years now, and while site is now essentially the same thing, I don't want to switch from using one field to the other. Honestly, the best bet would be to split up requester details so that each individual piece can be enabled or disabled. Thanks.
Servicedesk Won't start - caught in start loop,
Tray icon items greyed out for the few seconds it appears. Restarts itself over and over again after installation and cannot be manually started.
Change thread to show most recent history at top level
Is there a way when viewing history of a helpdesk ticket to have it show the most recent conversation at the top instead of having to scroll to the bottom. Thank you Barb
"Sort By" very useful for Reports
Hello, Is it possible to add the "Sort By" option when you are creating or editing reports? We really need this option available as we have very large reports that we would like to have organized from the source rather than organizing the data from Excel after the report is generated. Thanks, Mike
Your ServiceDeskPLUS Support Experiences
I would love to hear some feedback on support you have (or have not) received from the ServiceDeskPLUS Support staff. Please chime in.
Code to delete all requesters at once
Anyone know the code to delete all the requesters in the db? I imported 91k istead of 1.9k. It would take me quite a while to delete them page by page. I am hoping to do this via an update statement from within SDP query. Thanks.
Remote Control
When trying to Remote Control a workstation, SDP starts trying to install the "agent controller", but always ends up with the error : FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,244,175,658,359. Any ideas ?
Adding Entprise Software
When I go to Assests, add new software and select Enterprise, it does not allow me to put how many licenses I have purchased. If I purchase 20 office licenses, I should be able to put that in there, so that when I scan, it tells me that I have the right amount purchased and installed. I am pretty new, so maybe I am doing something wrong. Anyone help on this?
7.5 server asset bug?
Hi I'm evaluating 7.5. I love the new IT asset type "server", but there seems to be a problem with this. After a scan, the product name is correctly identified but if I choose to edit a server IT asset, there is an additional mandatory field called model (besides product). Asset Home > Edit Server I have not found any configuration parameter to specify product models. If I click the model pull down menu it display's workstation products. (laptop, desktop) There is also a "Add new" link which again
Lost data after server reboot
This weekend we rebooted our Servicedesk server. After the reboot I could not logon anymore. My collegue was able to login as technician but it seems we lost data of almost half a year! How is this possible? We are running the following: - Windows Server 2003 std - Servicedesk 7.5.0 Build 7500 - MYSQL database Any support is welcome, please help! Our helpdesk can not see the calls from the past half year..... Jeroen van Lieshout BTL Nederland B.V.
Linking Scanned assets to purchase orders..
How do I do this?
No due by date since 7504 upgrade
Since I upgraded to 7504 any newly created requests get no due by date assigned. Ho do I fix this.
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