Fresh import of users & machines from AD
Hello all, I have just been informed that after 1 month of me setting up SD+ as good as possible the domain we all log on to is changing. Now how can I do a complete fresh import of assets and users from domain, and purge all the users and machines from SD+ that are currently there under the soon to be defunct domain?? Gotta love departmental communication :twisted:
Version 7
I am looking for feedback from organizations who are currently running SDP version 7. Did you have to perform a fresh install or did product support provide you with a migration package? Was the migration problematic? Were you able to retain your historical data? Thanks
IT Service Desk Notifier
Itservicedesk notifiers which are sent externally, queue on the mail relayers and do not send , the receiving mail systems appear to timeout when accepting the smallest of notifiers. There are no anti spam measures which are kicking in and mail can be sent directly from the mailbox to the external customers emal address with no issues. The issue I believe is to do with the Java process which creates the mail notifier, has anyone else suffered with this problem. Any info would be much appreciated.
Configuring the servive help desk plus
i would like to integrate the service help desk plus with my intranet site which i will be developing.i will be using tomcat. i would even like to know if i can customize the help desk i.e there are a few features which i may not be using.so is there any option of customizing?
ServiceDesk Crashing Again
SDP ver 6 Build 6014 Hi I am experiencing lots of issues with SDP Crashing. It appears to crash every night & also sometimes during the day. The windows app event log shows the following errors each time it crashes (pls also see attached log files for further info): 21/01/2008 09:50:21 MySQL Warning None 100 N/A ADDGBAS03 "Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them 21/01/2008 09:50:38 Application Error Error (100) 1000 N/A ADDGBAS03
On hold to Open doesn't properly adjust Due By
Running SDP 7 build 7009 I have had a task on hold for the last 3 working days, and changed it to open this morning. Before doing this I took a note of the due by date. When the task was changed to open the due by date had only changed by 4 hours. Surely if the task has been onhold for 3 days, the due by date should change by the same amount?
single sign on
when im clicking Enable "Pass-through" Authentication its giving me this error but i already imported all my usera itried many times but i coulndt !!! some one can help me?
Scanning Disposed Assets. Y?
We have noticed that if an asset (Workstation) has been disposed and the daily scan is enabled, servicedesk tries to scan this item. Why? If an item is disposed surely it should be excluded from scanning?
Enterprise x individual software
Hi !!! Anyone could explain difference between Enterprise license software and individual license. I have more than 100 Windows Server 2003 CAL's license, and when I put this on the SDP, i got 100 individuals licenses. I thought that choosing Enterprise, I'll only see one on the list, but, whit a amount of 100. Tks in advance !!!
unable to merge requests
Why is it that when i try to merge several requests together an error page comes up stopping the process to finish? When i try to merge a page saying HTTP 500 Error comes up. What is this? can anyone give me some hellp on this?
Usage meetering
Are there any plans for implementing "license Meetering"? As it is now you only have the sparse information of "Often, Frequently, rarely" and so on. This is not sufficient if you want to know if some licenses could be spared. It would be very nice to have actual timestamped usage meetering including max. simultaneous use at any given time. This feature should include a predefined report in the reports section showing at least key-figures for "managed" applications /Erling
Helpdesk Crashs!!!!
Hey does the helpdesk system crash and we have to restart the whole server atleast 1 time every week!?!?!?! are there log files we can post here? we purchased this awhile back.. maybe 2-3 months ago and its starting to crash now. please help
Purchase Order Approvals
Hi, I have a created a group with full access to the purchase orders and assigned it to myself, but I am unable to approve any PO's, I don't even get the option.. Any ideas? Thanks, Greg
Upgrade Question
Hello - I have not been on the forums for a while to check about the upgrade release from 6 to 7. Support, could you please give me the latest news on where the upgrade pack is and when it will be 100% ready for production use. thanks Peter
:?: Update/Upgrade Issues with ServiceDesk Plus
Hello Folks! Well, I am new to this forum and we just started l@@king into the ServiceDesk+ application. Seems very nice and handy to work with. One major question to us is the necessary update/upgra de process when the new version 7.5 listed in some topics will come out. Which issues are we going to run into during a update/upgrade process? Will it keep all our definitions for SLAs, contracts, etc? Thank you so much for your help! stingray
error when adding business rule
Greetings, When attempting to add a business rule (descriptions contains --> move to item), I receive the following error and the rule is not added. FAILURE :Error while adding the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,200,682,682,208. Any thoughts? Cheers, --Tom
If you add a new/demote/change a domain controller
We had major problems and service desk support did not provide much help. We installed a new domain controller and demoted our original one to a member server. About 12 hours after doing this we found that no one could login to Service Desk. After much investigation we have found the solution ourselves. In the SQL Service Desk database there is a table called ActiveDirectoryInfo, you need to amend the servername to the new domain controller!!
Changing database
If you change the database from mySQL to MSSQL does the data contained within the existing database get moved, or would it need to be manually exported and imported?
Migrating to MSSQL
SDP ver 6 Build 6014 Hi I am considering moving to MSSQL as we have had some stability issues using MySql on a couple of occasions (SDP used to crash, support resolved the issue & it has been stable for a couple of months, but the problem has now resurfaced!). I have seen the procedure for doing this but i have a question I would like to run through the migration in a test environment first, so i plan to restore my production data to a test server then run through the migration. Once I am happy that
Change Requests don't work properly
I still cannot get the Change request approval process to work. When I add change requests they sometimes go in as Approval Status "Approved" without me even sending a request to the CAB. Other times they go in as "N/A", which is fine, but when the CAB responds and authorises the Change the Approval Status still remains "N/A" instead of showing as approved. Also, what is the difference between the 'Approval Status' and 'Status' fields in Change requests? They seem to cross over sometimes with "Approved"
Date/Time control - awful!
Please could we have the ability to simply enter a date or time in to Servicedesk when creating a worklog etc instead of being forced to use the terrible date/time control? Having to drag the hours and minutes is so clunky and time-consuming I can't believe it actually passed the quality control testing! It is simply awful. Otherwise, the product is great! :)
Overdue filter
Hi Sdesk 6008- Polish ver. Overdue filter doesn't work. I can see overdue requests on main list but when i want to see all of them listed with the filer it shows me blank list regards Bart
ServiceDesk Plus Contracts
Our SD only appears to allow us to add on Contract! If we attempt to add a new one then we are directed to the overview screen of the contract we have just added!! Any clues? Guy
Contract Attachments
I can't view contract file attachments with file names containing ampersands. The name does not get encoded properly in the URL. For example, a file named "this&that.pdf" appears in the URL with the ampersand instead of "this%26that.pdf". I am running SD+ 7009 and IE6 SP2.
the service can't be started
guys, help me out please.. my SDP can't be launch...dunno why..i've already shutdown and run again the service, but still my SDP won't launch.. at the event viewer : "there were failed launch in a row, each lasting less than 300 seconds. Giving Up." another message : "There may be a configuration problem: please check the logs" can anybody explain this... it's the second time...the first time i want to configure the database mysql. i'm using winXP 2003 Enterprise n SDP 7
Paid but no license key
Greetings from Australia. I have today purchased the 5 technician standard version and need to deploy this urgently but i have received no key to activate the product. I did receive an email telling me to email my details for a key but nothing. Does anyone know how long this should take as I need it urgently. Thanks in advance Mick
Custom PO Forms
I have not found a way to customize the PO Form to include several standard aspects as noted below: 1. Selection list to Sites (If Sites had addresses associated with them) 2. Auto Generation of non-duplicate PO numbers as an options 3. Multiple approval Paths 4. Cost Center & GL Code information so Finance can use this module as well 5. Use of Roles where specific PO by department can be approved by that department approver 6. No Date stamp within the PO activity log for each step of the process
User reply to incident emails generate new ticket
Hi, We are running SDP7 Build 7009 on SQL 2000 When a user creates a new incident, either via the servicedesk or via email (we use mail fetch) they get the standard email back to say that the incident has been created and the incident number. Now, if the user replies to any of the system emails, or to an email a technician has sent via the servicedesk incident, then the users reply will create a new incident, rather than updating the existing incident. Can anyone explain why this is happening, and
Solutions Page - Most Viewed Topics error
We are running SD6 (Build 6010) and recently an error has shown up on the solutions page. It appears on the main page, below is what the error states: FAILURE :Error while fetching the most viewed topics. Please report the problem to the system administrator, with the Error Code - 1,200,546,066,700 We are not sure of what this is and a search on this site has returned no results, can anyone advise what it is and a possible solution? If you require any more information please let me know. Thanks,
problem migrating to V7
Hi While upgrading using beta migration pack I am getting errors that it cannot install, log txt file attached with more details. I have followed installation instructions posted on the user forum. I am running Windows 2003 r2, V6 build 6015 on a test server. Kind regards
URGENT LICENSING PROBLEM
I'm posting here because I don't know what else to do; my emails have gone unanswered for the past two days and my license will expire in two days. My purchasing department will not take action on renewing our license until they have the invoice/P.O. from last year. I applied for a an academic license last year, received it via email and assumed that AdventNet had billed our purchasing department or had sent them the appropriate information. Apparently they hadn't; when I asked for last year's invoice
Offline Inventory
Have a branch office whis out link to main domain. How i can hold offline inventory and results import in ServiceDesk Plus ?
when i press start scan nothing happens
ok when i have enterd my user account and password and i want to start a doain scan. nothing happens this used to work before, but i could not connect to any workstation bc firewall was running on all local machines. i used Group Pollicy to change these settings on the workstations but now the scan wil not start anymore looks like a JAVA issue, but i i had check the services also. when i richt click the start button, a new explorer opens with the JAVA in the URL but the screen stays blank.
Renewing license after it has expired
Our license has expired due to delays in getting a new one to see us throw till the patch from 6 to 7 is out. So now SPD is offline. how do I renew the license when it is off line?
Saving an advanced Filter under Inventory
Hi all, I'm new to servicedesk (version 6) and I was wondering if there is a way I can save a filter I use when viewing my workstations in the inventory section of servicedesk. What happens now is, I'll apply a filter to only view machines running windows server OS's and I'll select a machine and edit it. When I save my changes and go back to the inventory screen, it defaults back to the 'all workstations' view and I have to re-apply the filter. Is there any way to save a filter? Thanks! Mike
Sub Category and assign technician
Hi I have a number of categories setup with sub categories. I do not seem to be able to assign a technician to a sub category but only to the major hcategory heading. Is this correct? If so can I suggest that you should be able to assign a sub-category to a technician. It seems odd to restrict it to the main category only. I could make the sub category a main category but that defeats the point and also m akes the list more complicated. I do note that I can enter a Business rule to do this but it
Suggestion - Request pickup vs Alerts
I would have a suggestion for SD+7 ... I like when then system send alerts when a ticket is assigned to a technician, but is there any way to bypass that alert when I pickup a ticket for myself? I know that I have a new request, i've just assigned it to me ... It could verify who the technician assign the request to who, if they match, don't send an alert. It will decrease the number of alerts sent unnecessarily. Thanks Skid
Making use of SLA's
Having entered various SLA's for various situations I am wondering how to assign something to a specific SLA. To be a bit more exact say a request for 1st line support comes in, this would then be assigned to SLA #1. Unfiortunately the 1st Line cannot resolve this and the incident gets bumped up to the 2nd Line, now the incident falls under SLA#2. Where can one assign SLA's to (as an example) different situations? I hope my question is clear. thanks for comments and help!
User's New Request form question
We are almost ready to bring ServiceDesk Plus 6 online for our users to use and we wanted to make the request form as simple as possible. This desire has caused us to limit the number of top level categories and sub categories that we have created. When setting up the names of the categories under Admin mode, we put detailed descriptions in the Category setup section, but apparently the only place anyone can see those descriptions is when looking at the Category setup. Is there a way to add one of
Build 7009 Released
An hotfix to version 7009 has been released and the hotfix is available @ http://archives.adventnet.com/service-desk/sdp_7009/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_9_0.ppm The complete builds can be downloaded from the url : http://archives.adventnet.com/service-desk/sdp_7009/ Instructions to apply the hotfix remain the same, however the steps are given here for immediate reference. 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux)
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