Notification rules
How notification rules work? If a tech-support register a request and choose a technician, he'll receive a notification about a new request has been made. If a tech-support register a request and didn't choose a technician, so the business rule 'll apply, (in business rule no notification setting) - technician that will be chosen by BR won't get a notification email. IS BR apply own notifications that didn't cover by general notification settings?
Changing DomainID for a usetechnician correctly
Users having troubles with loggin in and technicians getting "NTLM failed" while trying to approve requests 1 User login - the story is a bit strange, we have 1 actual AD domain- let's name it "DOMAIN.COM". when i began to manage the SD server, there were already an SD-domain DOMAIN and DOMAIN.RU the main was DOMAIN. The DOMAIN is configured for the users and techs to log on(AD special PCaccount) and to import, the DOMAIN.COM - not configured at all. There was no trouble until the day i needed to
Select Option When Sending an Announcement
Hi Actually im using SDP Enterprise v 8105, and when i need to send an announcement it could be easier to select from an user list instead of writting the complete email direction of each. This is, beacause sometimes i need to send some information to all the users and i have 3600 IT users and it is kind of complicated. So in my case/situation will be great if you made this happen. Thanks!
Time based billing
Hello, Currently we offer two types of contracts: 1) standard re-curring monthly contract 2) retainer contract billed per time spent Option two involves more admin time and often leads to customer running out before we even notice. I therefore would like to know: 1) Could automatic alert be sent out once support plan has pre-set number of hours/days left? This is really the key as customers who buy retainer (hour-based) support are not interested in billing cycles anyway. They pay in
Report for the SLA , Incident management and Problem count
Hi , Can you send me the query to run reports for the attached files. We use Product Name : ManageEngine ServiceDesk Plus 8.1.0 License Type : Registered Version License ID : 219527 Customer ID : 1211-111-0883 Product Edition : Enterprise Thanks Hisham
Remove all default device templates in Opmanager
Hi guys, I see that OpManager comes with 650 default device templates. Is there a way that I can remove all of these and then start over with my own device tempaltes? There is the option to delete them individually, this will take some time and I would prefer a one click method that can do this. Thanks~!
Report change status SDP
Hi, I need a report that shows me the time between the opening of the ticket and upgrade to a specific state. Help me please. MSSQL Mauricio
how do i perform email commands in service desk plus pro?
I have the newest version of service desk plus pro and wish to perform email commands. I want to be able to send an email to myself (jeffery.carlson@garrard.kyschools.us) and close a request. I created a sample request to close and it has request id 9 on it. Can someone please explain to me how this email command system works. Without email this system would become useless in our organization. Heres my sample email code: Subject: @SDP@ Body: @@OPERATION = CloseRequest@@ @@REQUESTID = 9@@ Also, i
Adding requester using API causes exception
Hi, SDP 8122. When adding requester using API, i sometimes got weird exceptions : [10:35:17:506]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|: In RequesterOperationServlet doGet()| [10:35:17:506]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|: In RequesterOperationServlet servlet's doPost()| [10:35:17:616]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|:
Adventures in upgrade, then restore, then trying to fix the restore, followed by migration to 2008...
(forewarning - this is rant about a failed upgrade from 7913 to 7916, a restore to recover from the failed upgrade, followed by a migration from 2003 to 2008R2 - all with some lessons learned in the process thrown in. I wrote this in stages over the past 24 hours so grammatically it may be literally fubar... sorry - I just need to vent) I was running 7913 on Windows 2003 x86 and figured it was time to upgrade to 7916, in preparation to go to 7916 on 2008R2. As is usual with SCP patches (at least
NFA Bandwidth Utilization
Hi Support , Newly monitoring the bandwidth utilization with NFA 9.8. My client wants to know some ip addresses' bandwidth utilization through wan interface(bandwidth 15Mbps) of router, including how much bandwidth these ip occupy the interface and peak value, average and so on. Is there any report satisfied the mentioned request in NFA or how to set, thx in advance! Regards, Tira
technician self-assign tickets
Is it possible for a technician to assign a ticket to himself? On many ocassions we don't need a coordinator to dispatch the tickets and the technicians could choose any ticket from unassigned group on their own
Permanently delete requests & BU
Hi, I've a Business Unit in SC+ which I want to completely delete to save space and reduce daily backup size. I tried archiving the BU, archiving the request, deleting the request. But none of these reduced the file size, deleted the email attachments or reduced the backup time or space. (Have nearly 480 Requests with attachments in the range of 1-5MB which will make a substantial difference in backup & file storage) Pls. advise how to permanently delete requests with their file attachments or stop
Connecting to Support Center mysql database
Can someone please help with connection to mysql database from a mysql data connector?
Cisco Call Manager & Voice Router
Hi, I want to monitor how many calls are active on our Cisco 2811 Voice Router (connected to Call Manager), so I can see whether we need more ISDN Lines or not. How can I do this? Thanks Paul
CMDB in SDP-MSP
Hello We are currently looking at SDP-MSP but a show stopper is that MSP is missing the nice CMDB asset management that is in SDP. I can see in another post that sometime in 2013, CMDB will be available in SDP-MSP.. But when?? Thank you.
Checkpoint Firewall Power-1 9070 Series template
Hello, Need help with a device template for this firewall. I imported the mib, but the device shows up as .1.3.6.1.4.1.8072.3.2.10 (Linux). How to get cpu/mem and active connections for this? Thanks.
How to monitor SMS applications??
Dears, i need to monitor my SMS queue , and the success and failure of sent messages, and the delivery status to recipients. i have EasiSMS as my SMS application and i'm already monitoring it from the hardware and windows side, but i need to monitor the application itself. anyone knows how to do this??????? Many thanks in advance.
Question about Email command
Hi, I've a question about email command. Commands are working fine. But when I put pictures into resolution command. It will not show those pictures on resolution filed in console. So is it possible to make it show pictures? Thank you, Sakarin
Wrong TimeZone and Problem in Downtime Scheduler
Hi, I have two problems in my OpManager (version 9410): 1. The time of OpManager is correct, but the alarms appear with a different time zone. Can I follow this steps? http://support.opmanager.com/sd/AddSolution.sd?solID=25204 2. Another problem is that the devices not returned from Downtime Scheduler. -- Below are some pictures -- How can I solve this problem? Regards, Bruno Lorensi
Hotfix 8121 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8121 SD-48283: If no site is configured in SDP, the Group list is empty when performing spot edit on a ticket. SD-48229: Unable to un-assign the asset associated for the request. SD-48104: While adding images to Incident template, the images will not be saved properly and will
Manageengine.Service Desk Version: 8.1.0 Build 8125 Server not Starting
Can you help me solve this problems?
NetFlow Analyzer 9.8 64-bit installation fails (CentOS 5.9 64-bit)
I'm attempting to install ManageEngine_NetFlowAnalyzer_HighPerf_9800_64bit.bin on a 64-bit CentOS 5.9 Intel Xeon server. - Downloaded ManageEngine_NetFlowAnalyzer_HighPerf_9800_64bit.bin - chmod 755 - run './ManageEngine_NetFlowAnalyzer_HighPerf_9800_64bit.bin -console' The output is: InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ...................................
Suppressing alerts at specific times of the day/night?
Hi guys. We have a number of scheduled jobs running, such as backups from site A to site B at certain hours of the morning and each time they run, they generate alerts from the various switch ports that the devices are connected to and the interfaces on the devices themselves (i.e. the database server & the backup server). These are simply the thresholds being exceeded, as say the interface is pushing 800 Mbps while the backups run and the threshold is set to 250 Mbps. Whilst ordinarily, we'd like
Tickets from creation to resolution greater than 15 days for a "support group" and a specific "date range" (SDP).
Hi, Please helpme con this query for MSSQL SDP 8123. I need the following fields: RequestID UserID Title CreatedTime ResolvedTime TechnicianID Item StatusID Thanks a lot!! Mauricio
Change Database ServiceDesk Plus 8 Build 8125
Dear Because ServiceDesk Plus 8 Build 8125 Enterprise is postgresql database? Not be used as a mysql database? Because ServiceDesk Plus database change? I can help regards Andrea Paniagua
how to change IP what password manager pro is listening on?
Hi, Password manager Pro is running on server on port 443, i want to create non related web application there, on port 443, i added another IP to the server, but Password Manager Pro started listening on that IP on port also. How can i limit Password manager Pro to one IP? Thank you.
Error editing workstation
We're having problems when editing a workstation. On the "Edit Windows Workstation" screen, all of the information appears down to "Asset is currently". The appropriate drop-down is displayed, and then nothing else shows up. In IE 9, I get this: <span id="hideR; Firefox doesn't display the HTML tag, but it also stops displaying any further information. The problem happens more frequently than not, but is not entirely consistent (sometimes the full information will display). Strangely, a reboot
Problem searching archive requests
I have a group of technicians that get no search results when they attempt to search in Archived requests. I have another group who can take the same keyboard and get numerous results. Both have identical roles assigned, in same groups and same sites. I cannot find any difference in how they are set in SDP. What rights are needed so they can search archived requests? Thank you.
How to enable none-tech to see request submitted by other users
Hi, How do I enable none-tech to see request submitted by other users?
Schedule AD import to specific time
Hello to all, are there any way to schedule AD import in SDP to a certain hour of the day? We have experienced some issues when the import performed during work hours and we would like to schedule it nightly for exemple. Thanks in advance
E-mail Id(s) To Notify
It does not seem possible to build a filter based on the field E-mail Id(s) To Notify. The field is also not available as a column in the reports. Is this being considered for a future release?
Interface Templates
Hi, I have just noticed that if i change the thresholds of a specific interface from Admin \ Interface Templates all interfaces of that type on all devices are becoming managed. This has created a big problem as i made a change on Ethernet (type 6), so in some minutes i received hundreds of alarms from ports that were not managed before - as used by users. I have solved it going switch by switch and router by router (i have more then 100 equipments) and i have un-manage all interfaces apart infrastructure
using reminder for requester?
Hi there, When a requester logs in and trying to set up a reminder, there's no option for Email me before. That option only appears if I'm logged in as admin/technician. Is this expected? If yes, that pretty much defeats the purpose of having a reminder. I've tested this using both IE9 and Firefox18.02 and both shows the same result. SDP version: 8.1.0 Build 8119
migrating Servicedesk from SQL 2005 to SQL 2012
Is there anything that needs to be done or can i move and re-attach? Servicedesk version 8.1.0 Build 8112
Not working: custom attributes in empty attribute list report
As the title says, I am trying to find a way to add a custom attribute to the empty attribute report but the attribute is not visible in the selection list. Is there another way to accomplish this? I am trying to add the division field to the report.
Edit Dashboard Reports?
We are currently in a trial and just about ready to buy but the one question I have is if it's possible to edit the Dashboard reports. The built-in "Soon-to-Expire" dashboard report shows accounts that are in all OUs even though it should not show disabled users and even though I have ADSSP restricted to only 2 OUs. Is it possible to change this report to ignore disabled accounts and to only look in specific OUs?
SSL certificates in PMP
Hello, I followed the process to generate and import a certificate (using keytool) in my own key store but when I try to access PMP on a browser, it does not open and tells me that the site could not be displayed. I then imported my certificate into the server.keystore key store and this time, I will be prompted to with the "untrusted connection". Could you please tell me what I should do to solve this problem and not be prompted with a certificate warning? Thanks!
Can't select customized templates when logged in als Helpdesk User
Hello, We are testing ADManager Plus. We have made some User Creation Templates with specific settings. After that we login as Helpdesk Associate, we click on Create Single User and we want to select the specific template. But no templates available??! Under Administrator have no problems.
Internet Explorer
Hi, I need to run a report that shows the version of internet explorer installed on each machine, can you help with this please? Thanks
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