Business Rules,.
i'm running into little issue, I created an Incident Field labelled "Deferred Reason" which contains 10 different options. Technicians would select one option and a Business rule would then be applied and change the status to hold. My problem is: 1. If a technician updates the ticket with anything, a alert gets sent out everytime, as any change causes the Business Rule to go off 2. If a techician goes into the ticket after and changes the status back to open, when they hit save the business rule
Technician does not appear in global view.
I have a new technician and cannot get him to appear in the Global View tab on the Home page of ServiceDesk Plus. I also cannot seem to remove the older technicians from this list.
OPManager 9 performance monitor stops unexpectedly
Hello there, I have performance monitor defined for windows server 2003, for instance Disk Utilization. Interval in minutes = 5. monitoring interval for that device is 5 minutes also. that is Disk Utilization measurment history for today: Feb-27-12 10:35 69.0 Feb-27-12 9:55 69.0 Feb-27-12 8:55 69.0 Feb-27-12 8:00 69.0 Feb-27-12 7:55 69.0 Feb-27-12 7:35 69.0 Feb-27-12 5:35 69.0 Feb-27-12 4:30 69.0 Why could it be that I have these diffrent
Request For Approval
When i send and request to an approver, i provide them with the "Approval" link, as well as a link to the origional request. How can i configure, so that the approver is able to see the origional request? Thanks!
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to Add/Edit requests by passing plain text in the description field. but I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content in the description field I am getting following error "Error when parsing input XML elements - null - null" Request Is
Email template
Hi I are doing email template for forwarding. I need to get in requesters logon name (CN) in the email form, but do not find the command for that ($Logonname, $CN...) Whats command can i use?
Linux Agent install fails : libssl.so.2
I've tried to run the agent on linux (debian, fedora, ubuntu) but they all came up with the same error when i want to start it : ./PMPAgent: error while loading shared libraries: libssl.so.2: cannot open shared object file: No such file or directory Does anybody can help on this ? Btw, libssl.so.2 is not available in any package as it's a deprecated library. Thanks
SD-Home Page-Change task to complete - Radio Button
Hi, On the Home page (tab) in SD under the Tasks section, there is a radio button beside each task belonging to you labelled "Change task to complete" I have a few users who don't like that option...anyway to change the button to something else or remove it? Thanks
No business view in Web Client with Firefox and Win 7 64Bit
We are trying to use business view of our monitors under Firefox (9 and 10 alike) and Win 7 64Bit but no monitor nor group icons are displayed. A test under IE 9 and Chrome worked, all icons are displayed correctly. It also works with Firefox under Win 7 32Bit. Is there a special option to use business view in Firefox?
License question
Hi! I'm evaluating FWA on a Windows and Linux (both VMware VMs in separate environments). I haven't decided yet which plattform FWA will run in production. If I buy and install the license on Windows, can I move it to a Linux afterwards? Shall I to ask a new license? Kind regards, Daniel S. Rozenzon
How to access primary metric
Where can I access our PRIMARY METRIC like ISLEM5 ? Where can I find out ?
Technician notification on status change
Is it possible to notify a technician when the status changes on a request? I can't see an option in the notification rules.
Assigned Technician
Is there a way to capture if the a ticket is assigned to one technician then reassigned to a different technician?
Reply to ticket question
We are on SDP 8.0 build 8021. Currently if a tech looks at a ticket and clicks the reply or forward button the email goes to the user from our default "helpdesk@ourdomain.com". Is there any way to make it so that the when a tech does this the email would go from that tech's email and not the generic "helpdesk" account?
Discover and monitor ESX host *without* classifying already discovered VMs as "Virtual Devices"
I have an environment where all of the servers, whether they're physical or virtual, have already been discovered, thresholds adjusted, and notification profiles applied. I notice when I discover an ESX host, even if I have auto VM discovery unchecked, all the already discovered "Server" devices on that host get modified to become "Virtual Devices" and the notification profiles and monitoring I had configured on them is removed or changed. Is there any way to monitor an ESX host without this reclassification?
How to set default technincan in quickform
Hi Can I set in a quickform, that technincan that is loged in servicedesk, are automtic set as technican in a incident?
error message
I installed manage engine service desk plus 8.0 on window server 2008 with sql express 2008 installed on it but i keep on getting "error serive desk is not started" I try starting it manually but no success.
Search for users when loged in as Help DeskTechnicians
Is there an easy way to search users whe loged in as an Help DeskTechnician? Basicly what I want is to search for user then choose task.
Services desk plus
Dear IT Services desk plus I want ask about services desk plus. When users make a phone call to IT technicians. Services desk systems does it have automatic add it to Requests tab or IT technicians must input phone request it manual .If services desk can automatic add request phone to Request tab please help me do it .Thanks you very much Regards
Filter limit?
Is there a limit to the number of filters that can be applied to the custom request list view? I have a technician who says he can't seem to add more than 15 filters.
Active Directory Intergration
Is there any plan to provide Active Directory authentication in SupportCenter, similar to what is currently in ServiceDesk? If so, when could I expect to see this in the product?
Requester cc field
Wondering if this was possible. I know when a tech replies to request they have they can added addition users in via the cc box. Can this option be added so a requester can add cc's into a reply?
How to Change Database Connection in Helpdesk 7.6.0 to MSSQLServer 2008
We're using Helpdesk ver 7.6.0 and we've plan to migrate our helpdesk database into MSSQLServer 2008, but when we're using changedbserver.bat we're not able to detect MSSQLServer 2008 service. Can anyone give me a guidance about our problem? Thanks before.
Services desk plus
I want ask about services desk plus. When users have phone call to IT technicians services desk plus program have auto update request to services desk plus Requester ? if it can do please email for me how can i do it. Thanks you very much
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to ADD/Edit requests with the simple text.but not with HTML data. I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content with the REST API ADD/Edit Request I am getting the error "Error when parsing input XML elements - null - null" If I pass plain
SD+8 AD import not showing all OUs
Hi, We tested ServiceDesk+ 8 for some time and ended up purchasing licenses because it does what we want/need. When I try to manually import our users from AD so they show as requesters I only see one OU called "Builtin" (the first OU in the list for our domain. I tried to do this on our test server and there I only see the OU "Member Servers". I used to be able to manly import the users from AD but somehow this stopped. When I try to fetch all OUs from AD I get the same results, only one OU and
Cannot Import Users from AD
Hey All, Under the configuration wizard - users - requesters I click import from AD however after I enter in the information for our domain, DC, login name, etc I can only select the Users OU. Our users are stored in different OUs. I have tried to clicking "Fetch OUs from Active Directory again" however it does not find any other OUs. We are using Version 8.0.0 Build 8013 Thanks, Liam
Time Elapsed
I'm trying to report on the technician-reported Time Elapsed. What table is rc in rc.MM2COMPLETEREQUEST?
VPN Report with user, Group, policy, public and private ip address for cisco ASA
Hi! Need to generate a report with: User,Group, Group Policy, Public_IP, Private_IP(Pool/dhcp), Start Time, End Time, Bytes The cisco Asa does give the Internel IP address that allocatel to the VPN remote user. At least I see it on some event's : 6 Mar 05 2010 15:24:29 737016 IPAA: Freeing local pool address 10.10.xx.37 4 Mar 05 2010 15:19:59 722051 Group <xxx_group> User <yyyyy> IP <217.129.xx.xx> Address <10.10.xx.37> assigned to session
Reg customized reports
Hi, I'm running a customized report with filter to generate report for only particular range of IP addresses. When I customize and generate the report, it only shows top 5 IP addresses. Every time, I have to manually go to Analyzer and generate report, for all IP addresses. Is there any way, we can get automated report, with more than 5 IP addresses? The customized report that I get is much similar to Top Hosts or Top Destination reports in Quick Reports. Thank you, Arun Kumar Karidi
Backup OpManager without NetFlow
Is there a way to execute BackupDB_Mysql.bat and have it skip the NetFlow plugin data? We want to backup only the OpManager database and not the NetFlow database due to it's size. Thanks, Aaron
URL Monitoring
Hi, Does anyone know if the monitoring of URLs for Internet sites will be supported on Netflow Analyzer anytime soon? I've seen and heard that Cisco's Flexible Netflow allows this information to be exported and this would be an excellent addition to the product.
Using SQL Database for backend - Questions
I am thinking about using our MS SQL server as the database for our EventLog Analyzer install. I have a few questions about this: 1. What happens if the MS SQL server goes offline? Will the EventLog Analyzer hold the data locally until the database server is back online or will the events be lost until the SQL server comes back online? 2. Will Eventlog Analyzer automatically reconnect with the database when the SQL server comes back online? 3. Will Eventlog Analyzer still Archive events from
Unable to select other tab in Request view
I dont know what happened. I was able to select the tabs "Account Info", "Resolutions", "Time entry", "Activities" and "History" and now, when I try to select theses tabs it does nothing. Opening the Chrome Java Script console I see the error: Uncaught ReferenceError: changeRequestTab is not defined (anonymous function)WorkOrder.do:1585 onclick What can I do to solve this. I already tried Firefox and IE and the same happens ------------------------------------------ SOLVED BY SUPPORT (upgrade to
OpManager Availability problem
Hi all, I have a problem with availability round graph in OpManager. Some devices after the short downtime shown as 100% unavailible, but at the same time device is availible and snmp test shows PASS. This bug may be corrected by rediscovery option.... and as a result in availiability reports this devices shown as down. Is someone have this trouble? What can I do whith this?
Stop network discovery
Hi, For testing purpose, an admin tried the network discovery feature on a whole /8. The consequence was AM showing dozens of monitors. We deleted a network discovery in the Admin tab but AM is still adding monitors even if restarted. Is there any way to stop the discovery? Thank you -- Ali Mdidech
Problem Management
When selecting a technician to take action of the Problem, no e-mail is sent to him to inform him about this assignment.
simultaneous tcp connection in router
how i can do to know the number of simultaneous tcp connection in router on netflow?
a better way to monitor services?
Is there a more efficient way to choose which services to monitor? Currently, these are the steps I take to monitor a service: (1) Add the device I want to manage (2) Click on the monitors tab --> Windows Service Monitors --> Add Monitor --> Click [here...] to discover services from device --> choose the service I want (3) Go to the notification profile tab --> Click on the appropriate profile --> click when any [selected...] Windows Service is down --> choose the service from the Criteria window
Upgrading OpManager Free Edition
I'm currently running Opmanager Free edition at home and have been searching for over an hour to see if there is a way to upgrade to the current, without losing my statistical data? I'm running under Linux 64BIT. I've tried the scripts that are located in the bin/backup, but when trying a restore, it complains about version being different. And Google isn't being so kind. Currently running 9000, Thanks! Doug
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