SLA for Service Catalog
Hi, I set the SLA for Service Requests like below. However, it doesn't seem to be assigned to any Service Requests submitted and the Dueby Date for the request is not changed. I don't know what's the problem as this SLA for Service Requests is really different with the SLA for Incidents. SLA for Service Requests submitted from Web Portal seems not working. Really appreciate your help! Best Regards, Nicole
"Warning :Lucene Thread Stops" emails
We are periodically getting bursts of Build No. : 7929 System Error Notification Indexing (Lucene Thread ) is not running. Please delete the database entry (Task_Input entry) and restart the server to solve the problem What might be causing this, and what is the correct way to fix it? Thanks Chris
multiple contacts with same email addresses
Hi I have to create multiple contacts with same email addresses. System doesn't allow to this and ı try to difrent way like contact name<email>. However when i try to reply to contact, email adresse has seen wrong. eg. Valeo<efatura@mbis.com.tr> Do you have a suggestion about this?
How can i let my clients enter without login to see they´re request?
Hi i have this question. How can i let the clients enter to the service desk without login to check solutions and see they requests? im using 7.6.0 Build 7603. Thanks A lot!!!
Custom Filed as URL
Hello, is the following possible: Create a custom text filed for requests and use this value with an external URL which is shown in the request? For example: i have a text filed with Name : "device ID". After entering a vlaue to this filed i have a link in the request like: http://servername/details?id={deviceID} , where {deviceID} is the value from the custom text field "device ID" Regards
How can my client enter the portal without a login user?
Hi good day! How can i let my clients enter to the service desk to see solutions and the´re requests??? Thank! Im using 7.6.0 Build 7603
My Open Or Unassigned - Seeing All Support Groups
Hello, We are just starting our technician pilot before hopefully going live for our users in the coming weeks, believe I have run into an issue with the Request filter "My Open Or Unassigned". We have technicians who have permission to view all request tickets in their site(s), but are only members of specific support groups. Using the My Open Or Unassigned filter in the Requests tab seems to be showing Open or Unassigned tickets for all Groups, not just the groups the technician is a part
Report on installed software by workstation and user (last logged in would be ok)
Could someone assist me in producing a report on installed software by pc and user. We are running servicedeskplus 8.1 Any advice much appreciated. Regards Craig
Technician Remote Control Permissions
I have set my Active Directory account as a technician however it doesn't let me change the permissions so that I can use the remote control tools as I currently can't do it. I want to use my AD account and not create a new one if I can help it. Any suggestions or ideas how to do it? Thanks! Also... In my assets I have a custom field for "Stock Level" however I can not set the graphs in reports to use the value to give me a representation of the stock levels, is there anyway I can do this? Thank
Hardware Monitor
I am using version 11200. We have an alert from 'hardware monitor' on a specific device (known issue). Is it possible to disable 'hardware monitor' on this device only? I need all other monitor functions on that device, so unmanaging it is not possible. I also need 'hardware monitor' on all other devices.
Does ServiceDeskPlus OnDemand support OneLogin For SSO?
I am a new customer and have SAML setup. I wanted to know if ServiceDesk Plus could work with OneLogin? If so, how can this be configured? According to OneLogin, this might be possible. Thanks
Roles
How can I configure a role similar to SDAdmin is restricted from certain modules. For example, the Admin would be restricted from Problem/Change Management and maybe Users.
Alarm
Hi how I configure a host to alarm when the device stop collecting data for CPU, memory, disk.? Is there any way to generate alarm for this type of problem? Regards,
HTTP to HTTPS Redirect Documentation Typo and Missing Styles
How do I setup redirection from HTTP to HTTPS? http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl2 Minor typo: <web-resource-name>Secured Core Context>/web-resource-name> should be: <web-resource-name>Secured Core Context</web-resource-name> Also, "Go to the folder C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\ AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF Edit the web.xml file and search for the content below and add the lines
PO Name Length
Hi, It seems there is length limitation of the PO name when creating a Purchase Order. Are there any solutions to adjust the length of PO name? We are wondering to use a fixed format for the PO Name but it won't allow us to because it exceeds the length limitation. Best Regards, Nicole
Opmanager and WMI login
Hello Opmanager is running on windows 2003 server in domain. I want to monitor windows 2003 server what is not in domain. Must I use computer name in credentials like servertomonitor\user to use local computer account? bstrgrds, Rain
Updating from 8125 to 9000
Hi, We are currently running 8125 in prod and I want to update it to 9000. I managed to update my test version to 8217 with a copy of our prod DB and it's running fine and it's stable. Then, I tried to update it to 9000 3 times now, it takes 3+ hours and at the end it crashes saying Update failed. 1. Can you help me with that ? 2. How do I disable the automatic backup of patch 9000 ? It takes a while to do and it's useless for me. Thank you,
MS SQL job failure Error: How do I get the message associated with that failure
Hello people, In App Manager I would like when a SQL job fails the email alert sent has the actual reason the job failed. This is stored with in the execution message of the job. For example if a job fails due to disk space it would be nice to know that via my email alert. Please let me know thanks! Steve
SQL Server Monitoring - Wrong DB log size
We are running latest version of Opmnager We are monitoring our SQL 2008 server using the monitor : Log Files Used Size Unfortunatly the sizes showed in the Opmanager are wrong. using the query on sql server I`m getting: SELECT DB_NAME(database_id) AS DatabaseName, Name AS Logical_Name, Physical_Name, (size*8)/1024 SizeMB FROM sys.master_files WHERE DB_NAME(database_id) = 'CRV' crv = 5043MB crv_log = 379 In Opmanager the size of the Log Files Used Size is 7399KB What can be wrong, did I missed
On Stop Alert
Is there a way to alert, and if not could one be introduced, whereby if a contract is expired when a request is logged manually by typing in the requester name, a prompt is displayed to advise that there is no current support agreement?
Service Catalog/Service Requests removed?
I am new to ManageEngine ServiceDesk, recently installing 9.0 Build 9002 and obtaining a free license. We are evaluating it as a replacement for our current Help Desk ticketing system. I've noticed that the current documentation doesn't match up with the latest build. Specifically the functionality related to creating a Service Catalog isn't present, although Service Categories are there and can be tied to Incident Templates for the end users to quickly create requests. So basically it seems the
What sslprotocols are Supported by ServiceDesk Plus 9.x?
I wish to perhaps disable TLS 1.0 and enable TLS 1.1 and 1.2 as well as SSLv3, but I don't know what sslprotocols are available to ServiceDesk. I see ServiceDesk 9 has JRE 1.6.0_45 so I think its safe to assume tomcat won't be able to use TLS 1.2 until JRE 1.7 in some future version.
adding widgets to dashboards
I would like to add the 'Top VMs by Disk I/O Usage' widget to a custom dashboard. Because this widget is embedded within the VM Dashboard it is unavailable to select when adding widgets. Is it possible to link directly to this (or any other similar) widget? (We are running the latest build 11200) Thanks JB
No License Management option.
My installation of OpManager build 9200 and NetFlow Analyzer Professional V 9, build 9000 doesn't seem to have a License Management link. I need to stop management on some interfaces and add others and I can't figure out how to do it. Thanks for your help.
Disable adding ISATAP adapter
In OpManager, is there a way to disable auto-discovering and monitoring of the Microsoft ISATAP adapter? OM auto-discovers it and sets a threshold. It would be nice just to disable its discovery.
Huawei Devices MiBs
Hi All, Anybody has huawei devices' Mibs files? Could you share it with us or share the correct OID? I need to create some devices(S9706, S6500 etc) templates for my OPM to monitor devices' status(CPU、Mem、Temp), thx in advance! Regards, Tira
Rack 3D view
Hi, Should the Rack 3D view work in the trial version? As I created a map of Racks but can't display it on the dashboard. what am I missing? Is this feature included in the default purchase of the software? Or do I need an add-on for that?
Best Practice guide
I'm looking for some kind of guide around setting up event log analyzer for specific regulatory requirements, pci, sox, glba etc. Obviously there are pre-defined alerts around a few things, but there are a lot of events that aren't covered. Is there any chance of smart analytics being integrated into the product soon? Is there a guide to setting the software up for maximum effectiveness?
Scheduled Reports and Time Change
Here in the U.S. Central Time Zone the time advanced one hour because of Daylight Savings. And now my 7a.m. reports are showing scheduled for 8a.m. In the Scheduled Reports screen under the "Schedule Description" column it still shows 7a.m. for all of my reports. But if I edit each schedule it shows 8a.m. as the start time. I am not sure if this is an issue with the database not recognizing the time change. I have rebooted the server and still no change. OpManager 11100 on CentOS Linux 6.5 x86_64
Satus change without inserting comments
In change management workflow, we would like to be able to change stage-status without inserting comments (we do lots of status changes in a day, so we consider that time-wasting). Is there a way? Thank you. Federico.
Change DB type
Hello! Is it possible to change the type of database from MySQL to Microsoft SQL Server? Did not find the answer. Maybe in with backup I can do this?
Synched AD, Now All Techs Are Requesters
I synched with AD and now all of our technicians are logging in and getting a requester view, so no one is able to attend to helpdesk tickets. We can't get logged in for any admin settings to change it. Any body have any ideas on what I can do to get logged in with a technician view so I can reset the techs back to a technician view? Seems like support is on vacation as I have not received any response on my ticket (7043637) or phone calls. I saw the following, but I'm not sure it will help.
Backup schedule will not change time
The time of the backup schema is allways "now" and cant be changed. This must be a bug in 9.0 Build 9003.
Can not start servicedeskplus
Hello All; I installed 2 new Debian x64 latest release servers which 1 is for SDP (SDPSERVER)and 1 is for MySQL (DBSERVER). Both servers are up to date. I've installed MySQL and don't think it has a problem. I completed installation steps of ManageEngine installation on SDPSERVER and connected it to DBSERVER without any problems. On DBSERVER, I can run the following command and there is no any problem. mysql -u sdpuser -p sdpdb -h 127.0.0.1 When I attempt to run ManageEngine as "sh run.sh" , ManageEngine
table auditgroup over 10 millions record
Hello, I found that table auditroup contains over 10 Million of record with only one field "auditgroupid". Can I delete all of them?
Service Catalog Form Designer
Hi, Under Admin->Service Catalog->Form Designer, is there any way that i can make the Resource fields that I added mandatory? We want all the requesters fill in the fields that we require before they submit the request. Best Regards, Nicole
MS SQL server sizing and information
I'm trying to get iniformation to my SQL DBA about what to expect when running OpManager with a back end DB on his SQL cluster. He had a few questions that I'm having trouble finding answers to... 1. How much storage is expected to be used by the back end database on a per monitored device basis? 2. Does the central server and probe(s) know how to communicate to a mirrored cluster? Does is it aware of how to talk to the cluster especially when the cluster is in a failed over state? Is that dependent
Notify requester when a request is assigned to a technician.
Can't find an option in Email notifications "Notify requester when a request is assigned to a technician" Please help
Report per month
Hi Guys, Tried already the custom report but cannot get the desired output. Would like to request if you could give me a SQL query on the following bases below, the report should display the: <Technician name> <Group> <# of tickets assigned to the technician per category> <Total number of tickets per category> <Category (i.e., System, Network)> ...the report should display an output per month. Thank you very much!
No Support Response
On the 17th March I made a support request 7038564 But so far we have not received any response from support at All!. We have only been customers for 4 weeks and I cannot believe this. For a company selling support software, being unable to respond to a ticket is not a good advert for them (or their products). Frank Smith
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