scanning range of workstations - how reliable
general question to try and gain feedback from other users of SDP. I have tried fairly unsucessfully to scan ranges (IP) or sites of wrkstans using the domain or network scan utility within SDP. If I scan a site containing a number of desktop devices the success rate is typically about 1 in 10 that actually sucessfully scans. The failures on the other 80/90% vary in reasons. Compare this with my use of a dedicated SAM product (centennial) the coverage first time is more like 90/95%. Am I just missing
Downloading older versions of the service desk
Hi all, I have a backup the I have created in 7.0.1 and I need to restore it , but the problem is the download for the server desk is version 7.0.3 , how do I download a version of 7.0.1 Thanks A helpdesk less Brett
Domain Scan port# neededto enable scan on local workstations
Tech Support, We are adding new workstations to our network and are having issues when trying to scan the PC's for inventory. Firewalls are enabled on all of our new workstations coming in due to a new company policy. Can someone provide me with details or port number to enable on all new workstation firewalls so the inventory process can complete successfully. Thank you, Mid-Michigan Network Solutions Support Team
I need reinstall sdp
Hi, I need help , I need install newly sdp previously I had installed sdp trial version but finish test time, now how install newly the trial version if the files old are in the hard disk. I can not delete. What I need do for fix?
v7 - What counts as a node for licencing?
Does the asset state change licence count at all? Ideally changing an asset status from In Use to Expired or Disposed would remove it from the node count so the asset register and associated incidents and problems retain thier integrity. Regards, Andy
Build 6000 backup "Hangs"
I upgraded from 5507 to 6000 and did it with no issues. I wanted to go to 6013 however, I cannot get a the backup routine to complete. It hangs just past the 50% mark. I left it there for almost 30 minutes with no movement. Application and MYSQL are running fine. I have the backup for 5507. Thanks Tom
Exception errror while opening a page under <Assets> t
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 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Constant emails when technician set up vacation auto-respond
We are using your service desk plus 6 software as our in house IT ticket system. Recently, one of the techs went on vacation and put an auto response up on her email system. The system is currently in a loop where she keeps creating new tickets automatically. I could understand if she kept adding notes to one ticket, but she keeps creating NEW tickets over and over again (over 1200 so far since 4:30 today). I had to stop email fetching to get this to cease but I need to know how I can resolve this
Tasks & PM Tasks -> Outlook
Hi, I test ServiceDesk actually in the company. We want to know if it is possible to get the assigned tasks & PM tasks in the outlook tasks. ServiceDesk can maybe send a mail with new task(s) attached and ready to be copied into outlook's tasks. Thank you,
Special Characters Problems
Hello I have a problems when I open one Change or Problem and I write words with special characters. Example: altera��o (change in brazilian portuguese) On SD+ 7 Enterprise Edition, the "Change" or "Problems" show this word as alteração. Does anybody know how to solve this problems ?
Graphic in request stops other parts of SD displaying
This might sounds slightly vague, however here goes. A client of ours regularly sends in requests and their signature contains a logo. Initially this logo appears correctly, but sometimes once you reply to the message we have noticed that the reply and everything that would normally show below the original message is not there. These items include the conversations, notes and other items that SD provides. Looking at the original message again and the logo has been changed into a grey block. Go into
Change subcategory to item?
Is there any way to change a subcategory to an item under a different subcateory? Also, I had put in a request and had talked to someone about the fact that on one of my items, it is greyed out like it is unavailable for future use. However, when I try to edit it and uncheck "item not for further usage" it doesn't stick -- It just keeps going back to unusable. But I haven't heard anything back on the request. Has anyone else had this happen to them?
Can't access ServiceDesk web site with linux web browser
Whenever I try to access our ServiceDesk web site from a linux PC the browser just hangs. It works fine from Windows and Mac browsers. I even tried wget from the command line and that hangs too: **************************************************** dsegel@polonius:~ 7>wget help.shs.ucd --09:33:39-- http://help.shs.ucd/ => `index.html' Resolving help.shs.ucd... 10.2.1.2 Connecting to help.shs.ucd|10.2.1.2|:80... connected. HTTP request sent, awaiting response... Read error (Connection timed out) in
Deleting a scheduled report
There seems to be a report that is sent out weekly to a client. The client no longer needs the report but I cannot find a way to delete that scheduled report from being sent via email. It does not show up in my list of scheduled reports either. I cannot access or edit that particular report task to even delete the email address. I'm looking all thoughout the 'report' tab but cannot solve this problem. Does anyone have a solution? Thanks Paul
Automatic import users AD
There is an option to schedule a user-import from AD, is there any way to specify which OUs should be scanned, and which should be left alone...
IE7 crashes at logon
new pc just built with IE7 and attempts to connect to sd+ logon page results in IE7 crashing (do you want to send error report) same pc was previously able to connect with IE7
Notify technicans of overdue status
I'm wondering if there is a way to notify the technician when their service request goes overdue? I see there's a way to escalate to others looking at the SLA. But I want to just notify the tech handling the issue as a reminder e-mail, either when it goes overdue, or when it is about to. Is this possible?
uploading an inventory CSV causes service to fail
we have a problem where when we upload a IT inventory CSV it crashes the service so severely we have to restart the server - this is problematic the server has other duties in an effort to continue things along we tried to uninstalled v7 but it says there's an Installshield ikernel.exe can't find which stops the reinstall - I am at this point unwilling to manual start removing entries in the registry to get this working... i believe this is a very generic error message so therefore we are in a fix...
Asset State Change - Without having to assign user
Can anyone advise how we can go about getting all the devices that have been detected in an AD scan into the asset state of IN USE please. The AD scan has nicely populated the Asset list. Then used AUTO ASSIGN WORKSTATION options to they have the user assigned that last logged in, which is as I want it at present. However they all have an Asset state of In Store. If I select the devices and choose CHANGE STATE I can change to IN USE, however then the next screen comes up asking me to assign users.
Asset Auto Assign Workstations
I have possibly been confused over the Auto Assign Workstation function as I thought it had worked. However On the Asset page it is stating 166 Unassigned Workstations. I choose Auto Assign and have list brought up in 50's and assign them. I get teh green progress bar advising it has assigned them, and a green notification status at the top of teh page, advising it has been done. The list however doesn't change, so I move over teh page to the next 50 and repeat the exercise. Once complete I come
Asset and Component Interaction
Feel a bit dense even asking this, but here goes anyway. What is the intended relationship between Assets and Components? Sort of assume that in a typical environment that a PC base station would be an asset, and by example the peripheral items such as keyboard and mouse would be components. I'm not so worried about low cost items like mice, but am about TFT screens, so would that be expected to be an Asset, it has a significant value, or a component? Then you have things like Broadband Routers,
CSV IMPORT
HI.. We have SP 7.02 imstaled and i'm tryng to import 100 users via a csv file.. Everytime I choose import i get a message that reads" Please recheck, only CSV file is allowed".. I have saved the file as a csv from excel many times.. what am i doing so..
Contracts Notification Period Only 60 days
It seems that you cannot exceed a 60 days notification period of contracts you load into SDP. We have some contracts that are based on a 90 day notice period and as such I would actually want to 'remind myself' of the contract end early enough prior to being able to enter contract renegotiations without missing my opportunity to serve the supplier notice. I therefore suggest that the notify option is increased from 60 to 120 days ?
Default Request Filter
Hi, We would like to set a new default on the request filter. currently the default is "open requests" which makes loading the page time consuming in a busy helpdesk enviroment. please advise how we can default to "My open Reuquests" etc. Thanks Marc
Upgrading: Instructions, Most Stable Build?
I'm running SD 5.5.0 build 5507. I'd like to upgrade, as I'd prefer to use SQL, but I can't find any documentation on these things: a) Which version I should upgrade to (i.e. which version is the most stable release) b) How to upgrade to that stable version without losing any of my current data c) Which upgrades will be covered by my licensed version. I have an academic license since I work for an university; I can't find information on which upgrades are covered by that license. Also, I know that
mysql-nt.exe stops working
Hi all. We are experiencing problems today with ServiceDesk. It won't stay up and we are having to restart SD every ten minutes or so. The error on the server indicates "mysql-nt.exe has encountered a problem". SD has been running fine for months now, has anyone got an idea why it might start falling over now please? Thanks in advance.
MSSQL Query to report on Business Rule assignments
Hi, I want to link request categories to the category criteria held within a business rule I've written which places requests into a specific technician request group (for email notification) based on the request category. I also want to link the group assignment information to this same query to provide a big picture and document how the business rules work for my organisation. If you can advise me which tables hold the following, I may be able to work this out myself: 1) the business rule information
Version 7003 Released
Version 7003 has been released and the list of issues fixed in this update are # Html formatting not maintained while replying to a request # Users not listed in alpha order while creating a CAB # Clicking delete workstation in list view throws an alert with "Undefined" as value in French language # Left side links are missing for the first time when logging in with a language other than english. # Unable to edit request using inline edit [Professional and Standard edition only] # PO which is sent
Does access stop after 30 day trial?
I have configured an instance of SD+ V7 at a client and they are in the process of obtaining a licence for the product but it's been over 30 days since we installed it and when we try accessing the site thru IE7 we simply get a IE cannot display this page error. Does access stop after 30 days and if so how do we go about installing a licence?
Exception while trying to add new PurchaseOrder
One of our ServiceDesk users received the following error when he tried to save a purchase order he had created: _______________________________________________________________ FAILURE :Exception while trying to add new PurchaseOrder. Please report the problem to the system administrator, with the Error Code - 1,191,520,254,119 _______________________________________________________________ I've contacted ServiceDesk support about this, but so far haven't heard anything back. Does anyone know what
Downloading version 6
Hi all. I want to know if is possible to download yet the version 6 of SD+, because in version 7, i am not able to change language into spanish. Thanks
Business Rules not firing
I've created a few Business Rules, but they don't seem to do a whole lot, or anything really. To test things, I've created very simple rules so that all requests will be subject to the rules, such as "Subject does not contain 'aksjhdkjasnda'" or Requester name is mine (the one and only, of course), and then creating a request that obviously doesn't have "aksjhdkjasnda" in the subject. I tried to change the Category, Status, Urgency in one swoop, but only the Category took. So, the rule is working,
AD Pass Through Authentication
Just installed SD+ PE v7 I have imported all users from AD and set technicians. When enabling AD Pass through authentication and clicking save the tick is removed straight away. Then trying to logon and prompted to logon to local server (windows logon box) Installed on Windows 2003 server. Has anybody come accross this or have any suggestions. Thanks
Upgrade ServiceDesk Plus 6 to ServiceDesk Plus 7 PRO
Good Day... I buy a license for ServiceDesk Plus 6 and i want to upgrade to ServiceDesk Plus 7 PRO, what do i do? I need to pay more money?
"My Details" and "Solutions" Tabs
Hello, Is there any way to remove the "My Details" and the "Solutions" tabs from the requesters view? We have multiple clients and do not want the requesters to be able to see any solutions that are not part of their organization. Also we want to prevent users from changing their details. Thank you.
Upgrade v7 edition X to v7 edition Y
Quite simply, if you come in in, say the Standard edition rung, can you later upgrade to one of the other editions of the same version for less than full price?
Preventative Maintainance
Within Preventative Maintainance, is there a way to enable a quick closure. As we are using the "technicians must enter a resolution" feature, and this is not needed for PM. Thanks for your help.
I want to integrate help desk with our software
I want to integrate help desk with our software. Is possible automatically to pass a name of user and password from the program to the beginning of session, to avoid that the user knows his name user and password.
Errors while scanning, no data or error reported in interfac
Hi, We're having some trouble scanning (manual, network or AD) with certain machines. No data about the machines is reported other than their Operating System, and the last scan success/failure status is never updated for the machine. The following is a cutting from serverout.log which seems to show an exception being raised in the scanning code, but I can't figure out exactly where :) [15:22:01:515]|[10-03-2007]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[30]|: Form passed is : com.adventnet.servicedesk.asset.form.WSForm@123279c|
Asset State changing on it's own SD+ 7
I read that there is supposed to be a hotfix for this problem. Has this been released / when is it scheduled? Thanks
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