cannot create a request for this user
Hi, Getting an error on a couple of requestor's when entering a call for them: Error: You cannot create a request fo this user. The user belongs to a site for which you do not have access to. Have check everything and have access to site. However when i look at technician screen and sites associate with them i can't see the other site's only the not associated to any site. Any idea's on what to do. Thanks Keith
Mouseover actions, reply and assign menu not working since 8.2 upgrade
Hi, since upgrading to 8.2 the mouseover actions on the Reply, Actions and Assign menu not working correctly, the text appears to the top of the screen and cannot be selected. This appears to be an issue on all browsers I've tried, have cleared history and temp files, also tried compatibility mode.
Setup Domain Scan to only Scan Specific OU's
Is there a way to setup domain scan to scan specific OU's and not the whole domain?
Importing log files in txt format
Hi, I am trying to analyze user activities log files that i import from my web portal server. Can someone please provide me guides on how i can use eventlog to analyze the log files in .txt format? Thank you Regards, C.Y
GET FULL DETAILS OF A REQUEST VIA API
Hello, A. Today, when a API call is made for 'GetRequest', the response does not contain information about the 'Resolution' part of the request/WorkOrder. When will it be implemented? B. Also it is not possible to get any information/link about a possible attachment to a file for that request/WorkOrderID. When will it be implemented too also? Thanks for an answer
Incorrect Moscow time zone
SD build 8213 Time zone should be GMT +4
Consumables in ServiceDesk Plus...?
I am looking to see when we expect to have consumables tracked in ServiceDesk Plus. I know that we have discussed that this will be added in the future, but that was back in 7.0, we are over a year later and really need to get some sort of time frame.
Updating service packs in ServiceDesk Plus.
I'm a new team lead of a project that has been using ServiceDesk Plus for approximately 6 years. I'm familiar with the software from a tier one Servicedesk Technician perspective but only recently been made an admin and the previous admin was not available to coach me through some of this. I've noticed that we are currently on Version: 8.0.0 Build 8013 and that there have been six service packs released since then. My question is this: How imperative is it that ServiceDesk Plus be updated? Our
Turning off technician auto assign
We are a bit behind in our updates (we are on build 8023) so updating might resolve this. However, an instance of SD that originally was running the Technician Auto Assign feature is being repurposed. I turned off the auto assign. But it looks like, when I manually enter a ticket (as opposed to generating a ticket from an email), after my business rules execute (which place the ticket in a particular group, and technician), something is coming in and overwriting the technician. After extensive
current status reporting
Hello; I am attempting to create a report to snapshot the number of request IDs a certain technician has 'now', and in what state (open closed etc). I can do this with SQL but this report is for an end-user with report access, they want to be able to change some of the filtering without having to resort to changing the SQL. However, the time filter within SDP's reporting tool doesn't seem to allow a 'snapshot' - only over various durations. Regards Alistair
Cisco Router/Switch shows "Access Denied" status symbol
Please advise whats missing if routers/switches are added as host and status in host list shows "Access Denied" symbol. These hosts are up, replies to ping command through CMD. Some router with this symbol even collects logs, but I am not sure why this symbol is there. Please advise.
Application not matching
Hi, We have a CCTV application which is not being matched, we want to match all traffic with a destination multicast address in thte range of 239.110.0.0/16 and a destination port of 61454. I have created an Application mapping with the following settings... Port: 61454 Protocol Name: UDP IP Network: 239.110.0.0 IP Netmask: 255.255.0.0 However the traffic is still being matched to a random default application based on what the random source port of this traffic is, note the source port
What do these files under mysql/data ?
hi, What do these files under mysql/data ? The "db*" folder size has been growing. I log into the NFA web client and go to RunTime Administration -> Raw Data Settings and change the Raw data period to 1 hour (or 6 hour). But this cannot reduction in disk usage. why?How do i may .
technician evaluation report
hello i would like to have a report to evaluate the technicians in my company, so i came up with these indicators and if you can suggest more number of requests by technician (3 fields : open, onhold, resolved) percentage of resolving requests in the assigned period (average percentage of requests resolved on time) average percentage of the survey results related to each technician number of requests onhold without reason (no tasks, no reason for stopping timer, no approval pending,....)
Query report help
All, I have the following Query report that works ok, however I would like to amend this so that if the relationship type '31' is missing, the query will report a NULL/default value? Can anyone help to point the way on this? Many thanks Lorraine SDP Build 8200, SQL Server2008 SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",rtdef.NAME "Request Type",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester",pd.PRIORITYNAME "Priority",longtodate(wo.RESPONDEDTIME)
How start IPAM_SPM plug-in on opmanager.
System: redhat el server 6 x86_64. opmanager build number 11100 Installed IPAM SPM plug-in but I dont know how start this plug-in. Just goin to oputils directory and exec startoputils.sh but i get this error: ################################################## startOpUtils.sh: line 1: cd: dirname $0: No such file or directory JAVA_HOME : ../jre SERVER_HOME : /var/opt/ManageEngine/OpUtils/bin/.. DATE : Wed Nov 20 11:32:15 CST 2013 OpUtils : originalLocaleStr is en_US OpUtils : System.setProperty
Imformation to Users regarding text colour in the latest version of SDP - 8200 Build
Dear Users, This post is regarding the User Interface [UI] changes that has been done in the new version of the product SDP 8200. In this new version the UI for the link present across the product has been changed to blue color font, in the previous versions of the product these link will be in black color font. This is a global change across the product. Henceforth this UI change will be implemented across all the modules. This is done as step towards standardizing the new UI across all the modules.
Copy/Paste problems
Hi, I have some problems with copy/paste. I did copy and paste content from Outlook into ServiceDesk Plus description field but it always show image under the content as below picture. Also, when i did copy the picture from any MS Office software into ServiceDesk Plus it always show blank frame with the picture that i copied as below picture. So please could you investigate this issue. Thanks, Sakarin
Help Desk URL
Hi, Can we change HelpDesk URL from http://servicedesk:8080 to http://mydesk. if it is possible please guide. Regards Tahir
Current Instance of OpManager Drive Filling Up (Repost)
The original post/question was never answered I noticed this morning that some of the dashboard features like a device's drive availability had broken links, the notification profiles were no longer associated with the monitored devices, etc. I asked our server admin to restart the machine that hosts OpManager and has the below information and questions. He said the application drive filled up because of .dmp files and wants to know why? Additional details: 1. MSSQL 2. 60G Application
Report - Requesters mail with active contracts
Hello dears, I would like to create a reports with this information: --> Requesters mail with active contracts It could be in a .txt file or a Select on my database, wherever... thank you
Status Change Report
Is there any way to get report in following format: SD# 1234 PERIOD From Date To Date STATUS 30/09/2013 10:07 PM 30/09/2013 10:10 PM Acknowledged 30/09/2013 10:07 PM 1/10/2013 20:10 In Progress 1/10/2013 21:07 1/10/2013 22:10 OnHold 1/10/2013 22:07 1/10/2013 22:24 Open 1/10/2013 20:07 7/10/2013 23:10 In Progress 7/10/2013 22:07 7/10/2013 22:34 OnHold
Configuration Reports
We would like to see configuration reports made available through the reporting module. Some examples are reports we could craft for the requester table data, products for the purchasing module configuration, and vendors for the purchasing module. Thanks, Craig
request catalog not alphabetical
Since upgrading to 8.2 (currently 8203) our request catalog is no longer displaying alphabetically. New Incident IT Support Records Request HR – Health and Wellness Corporate Properties GIS Map request And the list goes on is some non-sequential way for all 80ish request templates. Is there someplace I am overlooking that will change things back to alphabetical or is that actually a bug. Thank you,
Alphabetize Technicians in Changes
Hey Guys, Can you validate this please? In the Changes module, the Technicians List is de-alphabetized when you choose a specific site.
old tickets are becoming new after configuring Incoming Mail Server Settings
Hello, I have configured the incoming mail server setting and for some reason i am getting the old closed requests as a new open issues which is confusing, I want to have any upcoming email as request only not the old emails or requests?
Business Rule Rules
Hello, I am trying to create business rules to automate tasks such as assigning incoming requests to technician(s) in a multi-site environment. But I cannot understand how to create the rules in the system. The help guide isn’t helping as it generally describes the interface and not the logic. Can anyone help or guide us on created business rules to automate IT help desk tasks? For example, I want to create a simple rule when an email is sent to siteAsupport@company.com, technician A at site
Task dependencies
I have several "Services" created under the Request catalog that contain a workflow of tasks. These tasks in the templates are dependent upon one completing before the next can continue. For example a new server request would fire off these tasks: Build VM Assign IP Add to Monitoring Scan for Vulnerabilities Add Firewall rules Add to backupCurrently when this Service is used all the tasks fire emails off to the owners or group they are assign to at the same time. This causes some confusion as
Signature for a technician
Many of my technicians is writing messages with requesters. It would be good, if everyone technician has it's own signature in letters. Can you do it?
See ALL data in Description on Reports
Hello All, Anyone know how to get the entire Description in a report? When I run a report in SCP and choose 'Description', in the report that generates I'm only getting the first couple of sentences, and everything else is truncated. I've ran the query from the report in SQL, and see the same thing. I understand this will make the report huge, but we're exporting the data into a separate system and I really need to see all the data in the description field. Anyone find a way out of this?
Servlet API failed message
Whenever I am sending a POST statement to the server, I am getting a status failed response. However, the information is added to the database. Here is the xml data I am sending: <Operation> <Details> <Name>TestName</Name> <Site>Wellington</Site> <Subject>TestSubject</Subject> <Priority>1</Priority> </Details> </Operation> When I am trying to recieve data about a request as well (for viewing a request), I am getting the same error, and as such, I cannot see the request data. May I please
Can the Device Notes Be Completed in Bulk?
Hello-- We have many devices that don't have the "Building" name completed in the Device Notes section and wanted to know if there is a way to populate that field for multiple devices at once? Thanks,
SDP says: IE7 and IE8 are setup in many PC with Windows XP
Hi all, we have many PCs wit Windows XP SP3. SDP software report says that we have over 100 PCs with IE7 and IE8 - http://clip2net.com/s/6drTBa I i trying delete IE7 as software in this PC after rescan i see IE7 again How i can fixed this ??
Purge old support requests
We have a long standing SupportCenter installation that we want to start using again. I would like to delete all existing requests and start with a clean slate, but I do not want to delete any rules, users, emails configs. I just want to be able to purge only the existing requests. Is there a simple way to accomplish this? Current version: SupportCenter Plus version: 7.9.0 Build Number 7914
Task - Email Link
Using version: 8.2.0 Build 8214 The hyper link for when a task is assigned is incorrect. It looks correct but has the server info in 2x in the link as you can see below.
Signature
Hi! After update Service Desk to 8213 (and 8214) the default e-mail signature (configured on Personalize) don't is automated used when we Reply a request to user. There are a configuration to do this work? Another question, it's possible insert the same Signature on Resolution TAB? Thanks Miguel
IPAM_SPM plugin & opmanager
Just a question? IPAM_SPM plug-in for opmanger is only available for i386 technology. Is possible on linux running this plug-in with opmanager x86_64. I got installed it added to my server libraries for 32 bit. But i dont know how integrate OpM and IPAM plug-in. Best Regards. Miguel
Problems with File Monitoring
Hello. I am evaluating ELA and so far am quite impressed. I am trying to setup File Monitoring and have agents installed on hosts and have green check mark in the "Status" column for File Monitoring. Also, the log file on each host, agentlog.out, is showing files being monitored. However, I have made changes in the monitored directories, such as deleting, renaming, and modifying files but these changes are not being represented in the main File Monitoring screen. I see the activity represented in
working with POs
Hi Team, I need to make some small changes to closed POs.....mostly to adjust some GL coding. How can this be done? Thanks David
Agent for Linux machinges
Have there been any changes to how we can scan Linux machines (has a new agent been developed) or it's still via Network Scan and Workstation/Device Scan? Thanks!
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