Hotfix Install Procedure
When installing hotfixes the intructions always advise to; "Take a backup of the Desktop Central installation directory (<Install_Dir>/DesktopCentral_Server) to avoid any data loss during the upgrade process." This is an awfully long process on our server requiring gigabytes of data to be backed up each time even though the hotfixes are generally only around 35MB? Isnt there a way that the hotfix install procedure can automatically backup the relevant files rather than the administrator having
URL Monitor monitors OpManager itself instead of site asked
Hi, One of my probe server, which was istalled as Italian, always had this problem. Basically the URL monitor query OpManager itself and not the URL i'm asking for. This problem went unnoticed until we had a system outage and tried to understand why the monitor stayed green. Pressing the "check now" button it show a page with a redirect to "/Login.do". That does not exist on target server. Appending "/Login.do" to the URL we get a page with "OpManager" in the title. Since the other probe, which is
Azure Windows and Azure SQL monitoring
The free azure performance monitoring tool has released since 5 months ago, when will it available in AppManager? We need to monitor Azure Windows and Azure SQL on the cloud.
SD PLus migration windows to linux
hi, I am migrating my SD PLus from windows 2003 to RHEL 5.7 Steps 1) i have take the full backup of SD Plus 8.1 build 8105 Step2) Install RHEL 5.7 and install SD PLus 8.1 build 8105 version Step3) Restore the backup on linux machine All done successfully but the problem is that I am using Active directory in windows 2003 SD plus version 8.1 build 8105, when i restored backup i am unable to login to SD plus console in linux so i made few changes in my SD plus 8.1 windows version before the full backup.
Live Report empty
Hello Team We are testing Firewall Analyzer to produce various statistics from some+ firewalls. Basically all the FWs (ScreenOS) sends the syslog messages to a syslog collector (NSM box) which relay a copy of the logs to a workstation running Firewall Analyzer. The point is that on Live Report all the graphs are empty, and the source IP for each firewall is the IP of the NSM box. Also setting the SNMP is impossible since the IP of the device couldn't be changed. Do you have any workaround on it?
Dcconfig.exe errors
Running build 80022 and suddenly getting dcconfig.exe errors on many machines when users login. Automated patch deployment says "In Progress" for these pc's but no patches appear to be getting installed on the affected machines.
Add Item into report below
SELECT wo.WORKORDERID "Request ID",cd.CATEGORYNAME "Category",scd.NAME "Sub Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID WHERE ((ti.FIRST_NAME IS NOT NULL) AND (wo.DEPARTMENTID = 1)) AND wo.ISPARENT=1
Password export options?
The new feature of an encrypted html export file is good. However.....can this be extended to personal passwords - can't seem to find an option. Also is there a way of restricting personal passwords being exported in plain text (apart from stopping it altogether) as there is with enterprise passwords? Thanks
Legal banner on the logon page?
We have a requirement to present a legal banner whenever some accesses a system with sensitive content. Is it possible to add a text field banner somewhere that admins can load up with suitable disclaimers? I have attached a suggested example.
Account/Resource search
Are there any wildcard characters that can be used in the search function? Also, we relatively new users but have several hundred accounts entered but continue to experience problems searching, so if anyone can share any tips, we'd sure appreciate it! Thanks in advance!
Windows domain login issue
How do I login to a Windows domain when PMP is installed on Linux and not joined to the domain? The domain drop down box is empty and I can't enter a domain name.
Microsoft software being labeled as under licensed
In our software inventory, we have several Microsoft products that are showing up as under licensed. When I click on these software items, nothing is listed on the License Agreements page. Why is this showing up as under licensed? I can't find anything anywhere in SDP that indicates we are tracking this software usage. Is this a bug, or do you automatically track Microsoft products like Office, Windows, and Server? Thanks!
WAN RTT Monitor with Cisco ASA5505
Hi All, I have a Cisco ASA 5505 already configured with SLA Monitoring as follows: # sh run sla mon sla monitor 10 type echo protocol ipIcmpEcho 192.168.0.1 interface outside num-packets 3 timeout 3000 threshold 3 frequency 10 sla monitor schedule 10 life forever start-time now It's working very good: # sh sla mon op Entry number: 10 Modification time: 16:36:36.320 CST Thu May 17 2012 Number of Octets Used by this Entry: 1480 Number of operations attempted: 77 Number of operations skipped: 0
Bug with "actions" button in admin module
Hello! I'm testing SD 8.1.0. Database MySQL. Browser IE 9.0 In admin module ->users->requesters i don't see "actions" button when i change interface language to russian (screenshot1-2). When language is english or other - all is good. ctrl+F5 doesn't work. In Firefox this page looks good. I've tried to contact to your pre-sales team (eval), but there was no answer.
retrospective on hold
I would like a function that enables a role to retrospectively mark a period of time on hold. It happens on a regular basis that my technicians do not put calls on hold when waiting for customers to provide further information etc. This means that some calls breach the SLA through no fault of ours. it would be good to be able to add a block of time where the call should have been on hold so that the time elapsed for SLA purposes is corrected. Would this be possible using the workorder history table
SDP 8.1 email issue
Hi, Is it possible to email an email address when a certain request comes in? (probably the request from a template) Thanks Martin
Put users who are still active on the domain in the restrictions group
I have MAC users in my environment that I want to restrict from the use of ADSelfService. The current configuration does not allow me to restrict individuals who have ACTIVE AD Accounts. How can I set these users so they are not permitted to register without disabling their accounts, finding them then re-enabling them?
moving from old helpdesk to servicedesk need CSV templates
I can export all my data from the sysaid helpdesk and import it into the servicedesk if i had a service desk template for the CMD and ASSET can anyone Help thank you
Forms for create a ticket (Web Based)?
Hi Team, Is there any way to allow external users to creat a ticket from a Web Based Form? I mean, appart of a e-mail, can an external user create a ticket? thanks memo_garc@ovi.com
Cannot create a custom view
Hi all. When using SD+ Enterprise Edition to create a custom view in the Requests tab, after selecting the relevant fields and clicking OK it seems to get stuck in a redirect loop. The Window title is "NTLM Failed Redirecting to Login Page". Any suggestions welcome. Thanks, Dave
Duplicate requests
If you have two or more different people that submit tickets on the same issue is it possible to link them and resolve them as one?
SDP 8.1 8105 hangs when adding new incident template
Hi, when I am adding a new incident and hit save, the processing box appears but then stays there with the hourglass. It doesn't get any further. What is the reason for this? Many thanks Martin
Error when running report
I have created the query report below. (SDP 8026) SELECT wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester", awo.STATUSNAME "Status",awo.URGENCYNAME "Urgency",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician", wo.TITLE "Subject",wotodesc.FULLDESCRIPTION "Description",longtodate(won.NOTESDATE) "Note Date", won.NOTESTEXT "Note",tsd.Title "Task Title",longtodate(tsd.SCHEDULEDSTARTTIME) "Scheduled Start",longtodate(tsd.SCHEDULEDENDTIME) "Scheduled End",longtodate(tsd.ACTUALSTARTTIME)
Corporate Firewall ports
Hi there, We have been running Desktop Central for a little bit now and want to start locking down ports on our coporate firewall that the application does not need to be able to function. When I originally talked to an agent on the phone, I was told to enable specific ports on our coporate firewall (not computer firewall) in order to address issues with talking to computers that were not physically located within our network (jobsite systems, laptops, etc). We recently performed a corporate
replace request field "Solution" by well-know solution.
Hi, All ! Ones we have the question from the customer. We create the request in Service Desk, based on customer`s question. In case, the problem is well-known, Knowledge base of the Service Desk have a solution for it. I want the field “Solution” of this request will automatically replaced by the field “Solution” of such well-known problem. How could I tune this?
Using PFX Certificate for SDP
Is it possible to use a PFX certificate instead of .keystore and .cer certificate? Is it also possible to use a wilcard certificate like *.de.something.com?
unable to login
Hi I have migrated my SD Plus from windows to linux , i have SD Plus 7.5 version i upgrade it to 8.0 8017 , then i have take full backup of it.. Now i install SD PLus on linux machine RHEL 4.5 , the SD PLus 8.0 8017 latest one , then i restore backup on it. backup restore successfully. but when i execute the url: http://localhost then i am unable to logon , neither with my AD user nor with administrator, i am supplying correct password both. But i cannot find the "OPTION " link which will be shown
Adding fields into the Incident Template
Hi, I was wondering if it was possible to add Business Services and IT Services fields to the default request template and linking them with the configuration item types Business Service and IT Service? Thanks, Peter
ADManager export/import csv
Hi Tell me please how i can Backup all my users with exchange mailbox and restore if need. We bought, a license for 1 domain and 4 HelpDesk users. Thank you for your help.
Added an attachment to a request using REST API?
Hello, We have sucessfully implemented a lot of REST API functions, but now we are stuck because we want to be able to add an attachment to a request. I can't seem to find how in the servicedesk admin guide, can someone help me with this? Kind regards Steve
Make Mib file compatible with OpManager
Hi, Could somebody please make the attached MIB file compatible with OpManager? It's for the Avaya Communication manager 5.2.1. I'm getting: ================== G3-AVAYA-MIB ================== CRT-82 All OBJECT IDENTIFIER values should have at least two sub-identifiers. lineNo colNo Error 33 5 Only a single sub-identifier 'com.adventnet.snmp.mibs.mibparser.NameNumber@b39932' is present in the OBJECT IDENTIFIER definition ----------------------------------------------------------- Thanks, Marcos
Item in Report
How can I get the "item" information into the following repor? SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",scd.NAME "Sub Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID WHERE (wo.DEPARTMENTID = 1) AND wo.ISPARENT=1
Local Authentication disabling
Is there a way to lock down the local authentication option on the login screen? Also, I would like to modify the login screen further. How can I accomplish this?
Atlassian Crowd Integration
Has anyone successfully setup ServiceDesk to authenticate to either Atlassian Crowd or Apple Opendirectory (with aliases)?
Task link to request
Is there a way to link a task to a request if the task was created outside of a request. Specifically ones created from the quick action menu?
issue with approvals
Hello. We have a one issue with approvals in sdp 8.1 last build. We are created a new custom status(for example "test status") , and choosed it in option "While a request is waiting for approval, stop the timer and set request status to" then we are created a new ticket and submited for approval. and ticket status changed to "test status" and approval status changed to "pending approval" after first approval ticket status changed to "open" and approval status change to "approval" then we are manualy
User notification for patches
Greetings! We have some reports of users not being able to shut down or restart while DC is working. No notification or any other visual clue. I know from personal experience, it should come up with a nice blue box and ask you what you want to do. I am attaching logs from one of the affected workstations. Thanks Charles
Disabling SSP login for requestors and disabling Accounts
Hi, Does anyone know how to disable an account instead of deleting it so i do not loose the historical information? Also how do i disable the Self Service Portal logins for requesters under these accounts so that they can no longer log in? Thanks, Matt
How to delete "Service Fields" from the Service Catalog "Form Designer"?
How to delete "Service Fields" from the Service Catalog "Form Designer"? I have a few that are redundant, and I want to remove them from the Service Fields list. Thanks. Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Cannot configure database server because compatible to build 7605
Hi, We are running build 7605 in production. I am trying to do a trial run of our disaster recovery procedures so that we are familiar with how to restore the system in the event of a failure. However, I keep running into the attached error. this is what I have been doing: Restore a copy of the virtual machine that hosts the application and rename it so it does not clash with production coy Restore a copy of the database to this machine (in production it is hosted on a seperate MS SQL server) Run
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