Change recommended - Alert optional technician
Hi! As a Change Manager I need to know when is Change is recommended by a CAB since I then open the Change and read the full content before Approving/Denying it, Most of the time I'm not the owner of the Change and thus the current option to mail the technician that owns the Change is of no use to me. Could you implement the option "Alert the following technicians by e-mail..." for when a Change is recommended, and not just for when the Change is created or closed? As it is now I need to check the
Backup Opmanager ver. 10200 under Ubuntu Server 10.04 fail
Hello! When I wanted to make a backup, I got the following error: root@snoopy:/opt/ManageEngine/OpManager/bin/backup# sh BackupDB.sh file:/opt/ManageEngine/OpManager/conf/ui.properties Please wait ! Reading tables from configuration .... ....... ....... Please wait ! Backup DB started ..... / 8 out of 1009 tables completed. jdbc.BackupException: Error writing data to file. at jdbc.BackupDB.dumpDataToFile(BackupDB.java:156) at jdbc.AbstractBackupDB.backupDB(AbstractBackupDB.java:80)
Mail fetch no longer working
Mail fetch is no longer working since upgrading to 9000 I can stop and start the mail fetcher and it verifies the mail server connection and says it is successful, but it does not attempt to fetch any mail. If I restart the server, it does one mail fetch successfully and does not do anymore. Please help!
SPD 8217 to 9000 Update Fail
Hi there! I've attached logs. Seems that it fails while backing up, trying to access a non-existing table (ServiceReq_601). Upgrade path is 8216 -> 8217 -> 9000. Thanks.
Modify forward personal request
Hi, I noticed that by submitting a written response from themselves and not received by others through service desk, if you are forwarding are not populated the fields in the template. for example I have these fields: Date: $ CreatedDate From: $ RequesterMail $ Description if I forward a response that I received works perfectly. if I forward an answer that I sent, not fill in the fields "$ CreatedDate", "$ RequesterMail" but only "$ Description" Thanks Daniel
network scan returns ip adres
When i'm running a network scan to discover new- and scan existing printers. The asset name shows up as a ip-adres, but i want the hostname from the printer as an asset name. Even the printers who are already in SD are also shown their asset names as ip adres and hostname, so then there are 2 of the same printer in SD. PS, workstations are having that problem to. kind regards, Jeroen
Migrating SCP to a New Server
Hi community, I'm trying right now to migrate SCP from CentOS to a new Server with Ubuntu Server 12.04 Is this possible? Things what I did: Install the SAME BUILD version on Ubuntu. Run once then stop it. Take the last backup from old server and restore to new one. All fails, the restore didn't do anything. I will apreciate some help to make this possible. Thanks in advance
Requestors
I have the Service Desk Plus and requestors are loaded into the software via the active directory. However when a user is deleted from the active directory it does not remove them from the Service Desk Plus requestor list. IS there a fix for this problem?
Query report to show time spent by tech on changes and requests
Hi, I am looking for a MSSQL query that would show me the total time spent by technician for "Last Quarter" for both Changed and Requests. A consolidated report would be best but I could live with 2 separate reports. My company will be using this for after hours reporting and billing. We have a custom field on both changes and requests called "After Hours" that I will filter on later but I just need a starting point. Here is how I was hoping to have this formatted. Tech Change/Requuest ID Title
Need report
How to make report: Need average time on all requests by priority need to close\resolve request like Low priority - 20 requests - 2days 23:00 all time - 10:00 hours average time Normal - 5 req - 05:50 all time - 0:50 mins average time High - 10 req - 12:35 all time - 01:05 min average time if can't make this report in one, need two different with all time spent to resolve requests by priority and average time spent to resolve requests by priority
Different incident template & ID
Hi, I'm just wondering if there is a way to create a separate incident template for a different specific job and have it having a seperate ID numbering system? For example normal incident template that we use for most jobs is up to 900 or so in ID numbers but is there a way i can create a new incident template for example called "Certain job" that begins again at 000. So I can in theory have two different ID numbers that do not affect each other? Thanks
Problem using Frequently Asked Report (Query Report)
I used to get this kind of error where the syntax is default by the system: Can anyone advise. Tq org.postgresql.util.PSQLException: ERROR: syntax error at or near "'Total Number of calls created'" Position: 442 at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryExecutorImpl.java:2102) at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutorImpl.java:1835) at org.postgresql.core.v3.QueryExecutorImpl.execute(QueryExecutorImpl.java:257) at org.postgresql.jdbc2.AbstractJdbc2Statement.execute(AbstractJdbc2Statement.java:500)
Problems with New Purchase Orders after Update SDP 9.000
Hi, We are using SDP 9 build 9.000 and we having problems with new purchase orders. We fill all fields in this request process and when pressed SAVE appears the error "Impossible to create OC". We made no change in the fields of the purchase order. I don't know where is problem, but it happens after installed the last update of Service Desk Plus software. What can we do on this case, we need to register new orders. Please support team, high priority. Thanks. Regards, Lincon Ruam
Custom Report: List of Open Requests
Hi, I would like to know if it is possible to create a custom report on which I can see the number of open requests, per technicien, after 2 weeks,1 month and 3 months of their date of creation? The objectives of this report is to see how many incident are still opened after 2 weeks of their creation and to see how many requests are still opened after 1 or 3 months from their creation date. Thanks. PatrickN
Problem with restoring backup on a Fresh Installation of SDP 9 .
Hi, We have been using Service Desk Plus for years,now on our server we have SDP version 9 build 9002( last version ) with MSSQL database. We have decided to change our server , therfore we installed the SDP version 9 build 9002 on new server (same version with same database config) and tried to restore our backup from old server on the new one. But it just starts with extractng backup file and finishes unexpectedly. Please help in this regard, the log file is as follows ********************************************************************************
Service Desk Plus Network Scan Issue
Hi I am running a fresh install of SDP v9.0. Until yesterday my network scans were working fine. Today the scan goes on forever never incrementing. I also tried doing a domain scan but the same issue exists as with the network scan. The only change I made was testing the Desktop central system. I deployed a few agents to seem how well the solution works. The Desktop central system seems to scan fine though. Tx Gary
Approval Status not updating
We are using 8.2.0 Build 8217 and the Approval Status is not updating after the requested approval is taken. The status still shows as " - " from the Dashboard or "N/A" from withing the Change ID: This user has done many approvals in the past and no changes have been made. Any thoughts? We have only upgraded to this build within the past 10 days. Can the status be manually updated by SDAdmin?
Importing CSV file using semicolons instead of a commas
I'd would like to import CSV file using semicolons instead of a commas, because all users are imported from Active Directory acorrding to pattern: CI Name = Surname, Name. Between Surname and name is comma. So I want to import assets assigned to users, but column "user" contains comma. Is it possible to import column inside which is a comma?
Release announcements
Why doesn't anyone post release announcements any more. I see 6180 is out but can't find change log.
Mobile Client For SupportCenter Plus
Good afternoon, Currently we are looking at the possibility of using de mobile client option in SupportCenter Plus. Does anybody have any tips & trick on this subject. We are currently using version 7.9.0 Build number 7913. Will be updating this weekend to build number 7929 but was hoping to start testing mobile client before the weekend. We are currently using Windows smartphones in the company. Is this sort of smartphone compatible or would we be better of using a Android smartphone / iPhone.
Retrieving info from the "Details tab" of Windows Eventviewer
Hey all! I've got support investigating this issue, but thought I'd throw it out to the community to see if someone has found a way to solve this! Basics of the issue: - getting logs via WMI from a Windows Server sent to ELA - some of the information we want to capture (when viewed in Event Viewer) is not found in the "General" tab of the event, it is in the "Details" tab - as far as I can see, only the information in the "General" tab is sent via WMI to Eventlog Analyzer Is there any way we can
Report that shows Incidents and Problems
Hi. I would like to generate a monthly view of incidents and problems. Ideally this will be shown as a monthly view with daily inputs showing Request type numbers (service Request, Incident etc) and also problems created (not worried so much about the status of the problem) I can get each report individually as a line series chart but would really like to see both in one. Can this be done
Confusion with Mitel IP phones
Hi, I've been over a lot of the documentation and can't find much in relation to phone systems in general other than a forum post here where a manage engine staff member says that IP phones cannot be scanned; https://forums.manageengine.com/topic/can-servicedesk-scan-and-identify-cisco-ip-phones-as-assets But I seem to be getting mixed results on my network. When doing a scan I get a lot of entries coming back with "Connection to RPC server in the workstation failed.", which makes sense, that doesn't
Java heap Space out of memory - unable to upgrade, or back up our database
Hi Guys, I made a post some time ago about Java Heap Space out of memory issues on our SDPlus server but didn't follow through on the issue. Whats basically happening is we are unable to update SDP 8208 to any later version due to the below error from the Update Manager. java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown
Re-Organizing Site, Departments, and Requesters
I am looking for a manageable solution to re-organize Requesters, Sites, and Departements to get more functionality from the online portal without losing any reporting. My goal is to have different management levels able to view different requesters requests. ie - Operations view all department requests - District Managers only able to see their District - Location Managers only able to see their requests I am also not sure if our Departments are properly setup - When running a report
Notifications bug?
When you click on the notification bell icon it gives you code information, is this a bug or intentional?
Unable to Acces OpManager Web GUI - Recv 'download' File
I have a problem access OpManager Web GUI. After the server was rebooted, I noticed a problem access the OpManager Web GUI. When I enter the URL, I received a message from IE to download/open a file called 'download' or 'LoginPage.do'. I tried stopping and restarting the OpManager service. I checked for any mySQL or Java apps running in the background. I found a JavaUpdate file running. I stopped the Java file and restarted OpManager Service. No change. When I try to access the WebGUI, I still get
Unable to Access OpManager Web GUI
Quick question about OpManager Version 10200 WebGUI. I am having an issue access the WebGUI this morning. When I click or type the URL, I received download dialog box at the bottom of the Chrome. The download dialog box shows a file called 'download'. File size is 1k. So, I attempted to access from another workstation using different browsers. No change. I get a download dialog box at the bottom of the screen for 'download' or 'LoginPage.do'. I shutdown the OpManager Service and check for any Java
ServiceDesk Plus 9002 Released
Dear Users, SDP 9002 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9002 SD-55837 : When importing scanned XML(s) or scanning assets, scheduled activities like E-Mail Fetching, SLA escalation, Scheduled reports, Backup schedule etc were affected. This may occur due to multi thread racing condition (during scanning) which causes database tables to get locked. Please refer to the below link for the steps
Technician Performance Custom time frame
Hey guys, I cannot seem to build a query for this particular data set. Id like to build a report that has a list of tech's on the left and a list of months as the headers. EX: Jan Feb Mar Joe 12 14 11 Pete 10 115 3 I need to be able to adjust the date ranges from a few months to a year.. I have issues because the predefined values start with time.. and I cant quite get what I want from it.
MS SQL Cluster
Hi Is OpManager able to monitor SQL clusters in any way or do I have to monitor individual servers? Thanks.
Adding groups to bulk user creation CSV for template
Hey, I'm currently working with bulk creation of users, i'm wondering if there's a way to add the users created into certain groups ? Is there something i'm missing ? Eg, a Helpdesk Officer template, gets put into distribution lists/security groups for that template
Report on members of a cab
Hi, Is there a way to report on all CABs and their members? Thanks Lee
installing agents for clients at Distribution Servers
Hi, I currently install the Local Office agent.msi for all clients via a DFS share. Does it really make any difference on what agent.msi I install or should I always install the msi for the Remote Office that the client will mainly reside in? Stephen Fowles 3rd Line Support Technician North West Ambulance Service - NHS Trust
Dynamic Custom Groups
I've created a custom group that;- 1. Checks is peace of software is installed 2. If that peace of software if exists isn't a version 3. If another peace of software isn't installed This group seems to work but when attached to a configuration and deploys it, it does have the correct number of clients based on the custom group at the time of creation but the configuration isn't checking the custom group for new clients. Configuration just states it's: Ready to execute' Is this normal and if so how
Checkpoint Firewall Interfaces
Hi All, My client has added two checkpoint firewall into OPM(v9101), everything goes well. However, client has recently added one add-cards(Gigabytes) into firewall panel. Then, rediscovering the status of firewall on OPM, we still find nothing new about interfaces yet. We has tried to delete the firewall on OPM and added it again. Finally, we couldn't find any new interfaces. please give your advice, thx in advance! Regards Tira
Cannot see RDS Blue Bar when remoting into computer
Many of our users that we support use RDS to remote into a server for programs. When we remote into their computers for support, the blue bar at the top does not appear. This is needed to minimize or resize the RDS window. The DC Remote banner covers the area, so I shrink it but there is no blue bar under it. If this was visible, it would eliminate the need to call the user and tell them to minimize the RDS window. Attached is the blue bar I am referring to and what it looks like now when remoting.
Dell CAPTCHA preventing warranty date fetch?
Hey, I'm just rolling out build 80354 in our business and one of the things we're eager to monitor is warranty end dates. However there seems to be an issue fetching the data. If you click the service tag, it takes you to the dell site and shows you the machine spec and ship date. However, to view the warranty end date you need to verify by entering a CAPTCHA. Is this what's preventing DC fetching the date automatically? If it is, how do we get around it? can we enter a Dell username and password
mBeans in Weblogic
Hi there. I have two test environment in one of them in my company and next one in other location, so in my company i can monitor mBeans in weblogic but when i switch to second location i can't see them. Any help would be kindly appreciated. Regards, Soheil Mamdouhi
Server time monitoring
Hello, would be interested in monitoring gap time between servers and reference time machine (application manager for example) any idea? (I don't practice any programming languages) thanks; Francois
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