PM - SLA
We have PM requests set up that go out on a Daily, Weekly, and Monthly basis. I have set up SLAs for each of these. When the system generates the request it does not assign the appropriate SLA to the request. It assigns the High SLA to the first request that is generated and then the rest are "Not Assigned" Thank you, Justin
Summaty Reports: Received Requests by Prority by Account
I am trying to customize the summary reports in advanced mode. However in advanced mode, there is only date property within column grouping. How can I show priority instead of date? My main goal is to have accounts and product type grouping on the left and priority grouping on the column? I insert the image.
No Data Found?
Recently when using EventLog Analyzer, when we click on a particular service, event, count, etc. Anything that would bring up the detailed pop-out window, the pop-out window says "No Data Found". Regardless of time frame or range, same thing for everything. Any ideas? Im not sure where to begin.
ESXi 5
Hi, does opManager 9 build 9011 manage and monitoring Esxi 5 ? Thanks, Sandro
DB Query to Archive the DB available on Sql Server
Hi All, I want the query regarding pursing or archival of DB of Advnet Net Tool. Thanks Nitin
Mail with body, request without
I'm having the following problem: When I hover the request, in List view, the body of the mail appears, as shown below: However, when i open the request, body is empty: Other requests, before and after, are ok. Version : 7.9.0 Build Number : 7906 EC
Can closure of a request be mandatory when last open task is closed?
Suppose that a request has several tasks associated with it. When a technician closes the last open task, can ServiceDesk Plus force the technician to close the entire request as well? We don't want any requests to remain open when all of the tasks are completed. If this functionality is not available, can a business rule be used to achieve the same result?
closing rules two or more request to one problem
Hi If I have closing rules on my request that says at I have to fil in work log, then doing one problem reuest and bind two or more request to this problem. Then when I close the problem, I chose to close all request connected to the problem, I get error "188 Worklog" I must have closing rules on the work log. Is it a way to fix this?
Auto open/Hide calls?
Hi Guys We are currently monitoring our service desk plus solution for calls that have not beena ctioned for several days. We are seeing issues when people have requested third party support and they have to wait 10+ Days for these to come out to site. Is there a feature that will allow us to "Hide" a call from the report and auto re-open/unhide the call at a particular set date. Many Thanks
Requirement to monitor the number of instances/processes on windows server.
Hi all, We have Appmanager 9 , and build number is 9500 with support We have a specific requirement as below. For the windows servers we can view all the processes and monitor any specific processes.. Now suppose I have a process winword.exe running on the server.. I want to monitor it in such a way that if the number of times the process is running increases more than 5.. then the appmanager sends us an alert or clear the process. Please provide the solution to achieve this. Thanks Niyati Dave
Would like the ability to pull fields in AD during login to SD
We populate some special fileds in AD so we can gather what PC they were on when submitting ticket and also What citrix client they were on. This is really helpfull in trouble shooting issues when we can't get hold of user and also helps us spot issues with a possible citrix server
Link Level and Priority
Is it possible to link the fields "Level" and "Priority" ? Currently we use the field "Level" to indicate the type of request (ie. Incident, Change or Problem) After a technician selects the appropiate Level, he has to set the right Priority. For each Level, we have different Priorities. For example, a Prio 3 Incident should be solved sooner than a Prio 3 Change. Now, when a Technician selects a Level, he can choose any Priority. Sometimes, a Technician makes a mistake, assigning a "Change
SQL DB Query - Primary keys
I created a db query monitor for the following: select CASE WHEN max(ExecutionFinish) < DATEADD(MINUTE, -15, CURRENT_TIMESTAMP) THEN 1 ELSE 0 END from sysDataCache Warning: Unable to find the primay key for sysDataCache. To show the query output alteast one primary key has to be selected.To select a primary key click the "Primary Keys" link in the top of the sysDataCache table displayed. Why do I get a warning even though I've selected a Primary Key?
AppManager / SQL Monitoring
Hi, Applications manager can do below questions ? -Last backup date of selected db's , can we set threshold like "1 day later no backedup" Regards,
Group has a wrong view after migration
Hi, After migration from windows to linux, some groups present wrong view, group have the same tasks of the other group. Has anyone had this problem? How can I fix this? Thanks.
SD-14882 - adding html to description box
SD-14882 - I need to add html to a request but it has been blocked here: SD-14882 I tried adding it directly into the database but the html doesn't display properly. Does anyone know how i can get around this? Thanks, Mark
Reminder for technicians to update a ticket
Dear all, unfortunately I cannot find a field "ticket last updated" in Service Desk. I'd like to remind the technicians by e-Mail when a ticket needs to be updated (e.g. after three days), even . In the history of a ticket I can see "Updated by ... on ..."? Is there someone who can tell me how I can achieve this? Many thans and best regards, Holger
Blue Coat Packet Shaper
Is anyone using OpManager to monitor Blue Coat Packet Shaper? We would like to know when a specific protocol utilizes a percentage of the bandwidth and be alerted upon it. I have the MIBs but they're quite cumbersome to look through. Thanks.
APC Netbotz temp probe readings display in OpManager alarms
I have created a custom category called Temperature Sensors. I then created a custom Device Template called APC Netbotz 200 and added it to the new category Temperature Sensors. Using OID .1.3.6.1.4.1.318 (APC's PowerNet-MIB.mib file) and OpManager's MIB browser I can select the IP address of my APC Netbotz 200 and see all current information (name, serial number, temps, humidity, etc) for the device. My question is this: when an alarm occurs (SNMP trap generated originally from an Unsolicited
Netflow plugin and Switches
Hello We have multiple sites connected via a WAN. We use nortel 5520's and HP's which are switch/Routers. In opmanager they are configured as switches even tho they perform routing function. My question is, can you use the netflow plugin on devices that are not under the router category? Another issue I am having, which I have sent a support request through about is when I try to install the netflow plugin into my opmanager (9010) It tells me that I do not have the correct version of opmanager.
OPM: HTTPS URL Monitoring (certificate problem)
Hi, how is it possible to use URL Monitoring to watch a HTTPS url while its certificate is not registered. When we try we get inactive host. We guess it is not able to get past the certificate verification. What can be done to monitor HTTPS urls? Best regards
Hotfix 8020 Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Refer the below URL for the list of Issues that has been went in this Hotfix [8020] http://www.manageengine.com/products/service-desk/readme-8.0.html Also, please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Issue Fixed in 8020 (Released on: 29tht November,
Email fetch problem and system not recovered after a service restart
Hi Over the last 3/4 days we have noticed that the mail fetch process in SD has been stopping regularly. We have also noticed that the ID numbers being assigned to cases are sometimes not in consecutive order in relation to when the emails were fetched. As I result I decided to restart the service about 1 hour ago. It has not recovered. The service is listening (i.e. the web browser connects but never loads a page). I've tried stopping the service and running run.bat from the command line:
Using Task Template in Incident Templates
In creating Incident Templates, you can add tasks that are related to the incident resolution. However the created tasks in the task template cannot be used. We have to create the same tasks when we create incident templates. It will be better if we can select tasks from the existing task templates in creating incident templates so we won't have to redo the tasks which we have already created in task template
Can I add additional system variables that I can use
Hi, is it possible to add more system viariables that I can use in emails, templates, requests etc? V:7.9.0 Bld: 7906 Regards Johan
Contact support about a issue
Hello Maybe you can help me. I have a open issue Re: [Request ID :##4416690##] : Issues discovering devices using SNMPv3 I am waiting for a remote session today but I havent received any email nor contact from support. I really appreciate your help to resolve my issue. Regards
BackupDatabase
Hola, i have questions regarding script of backupdatabase in Eventlog analyser i dont know which script i can use for to do backup of database ? there is 2 there 1) Eventlog/tools / backupdatabase.bat 2) Eventlog/troubleshooting/backupDB.bat 1) What are the difference between this 2 scripts and which script i should use to do backup and restore if there is any future problem with Eventlog ? 2) Why i need to stop Eventlog server to take backup ? can not i do realtime backup using this scripts i m
Connecting to Foundry Devices from DeviceExpert
I recently upgraded to build 5601 of DeviceExpert, and ever since then, it will not connect to my devices with Telnet or SSH. I did a packet trace of a telnet attempt and found that it was hanging after the username was sent. The only thing I really noticed is that all of the return text from the switch ended in a carriage return/line feed, where when the username was sent, it only sent a line feed at the end. Has anyone else seen this, and if so, is there a fix? Thanks!
quick configuration wizard always set "notify only when severity is" to "any" checkbox
Steps to recreate: 1. go into quick configuration wizard 2. choose Assign a notification profile to several devices (Eg. Email Alert, SMS Alert etc.,) 3. in the define criteria for profile page do: check select all click Advanced>> uncheck Any check critical 4 complete the rest of wizard flow to apply the notification to devices of interest Open the device and review the notification profile setting. You'll notice in the Advance section, the Notify only when severity is Any is checked. The
FWSM Interface Speed
Dear Sirs when the FWSM appeared on the Firewall analyzer, we have to define the link speed. I can see the default is 1024 Kbps down and 1024 Kbps up. Is it right 1024 Kbps for the FWSM although it doesn't have a physical interface. Thanks,
Bandwidth stats with Watchguard
Hi I'm current evalulating the product for monitoring a 3 Watchguard firewalls on seperate sites. All are configured for Syslog and are sending data to the management server. I am only getting stats for web traffic though, BOVPN traffic isn't shown in the statistics. This is a big problem as we need stats for BOVPN tunnels to look at trends for improving WAN links. As stated in the documentation all firewalls have been configured with logging enabled for External an VPN statistics (Setup..Logging
Incorrect 2003 Memory Reporting
I am running several 2003 servers and logging their memory usage. However when I look at the reports they are not correct. Example would be in task mgr I see utilization around 47% yet in OpMgr it is coming back as 69%; same type of thing on another server as 55% & 96%. I have tried to use both SNMP & WMI getting the same results for both.
Change server IP address after data migration
dear all, i migrate netflow analyzer from an old server to a new one, and all data and DB has been successfully copied. i just want to ask you if its possible to change the new server IP and what about the old data, will be affected? regards Bahaa bacharouch
Adding a service to monitor
When adding a windows service to monitor, is it possible to add just the services for the server you want to monitor and not all the services from the other servers? The little box that opens when adding the windows service to the notification profile is not a very user friendly process. Is it also possible to see all servers that are only running a specific service?
Custom Availabilty Servers Report
Hi, Wish to create a custom availability for the servers report because the existing availability servers report does not meet our requirement. Therefore, intend to do custom report by ourselves. We are able to look at the fields however indicate the number which do not understand. Have attached a drawn report for easier to virtualize. What we need is to tabulate the availability for each month on the same report so that we will know the trend. Does anyone know which field to pull from opsmanger
Few Questions for SupportDesk Plus
1. How can I make the automatic request approval?When I want to close the incident, my company requires the approval from supervisor. Sometimes SDAdmin closes without approval and it cause some problem. Can I configure the SD so every incident cannot be closed/resolved without approval? And, Can I designate the supervisor so I don't have to write the super's address every time when I need the approval. (Like Change process & CAB) 2. Can I configure that SD sends the e-mail to requester and tech
Help understanding feature requests
Hello. I'm having difficulty trying to recreate/understand these feature requests. I tried to do a search on the forum on the ID to see if there is a thread I could follow, but none of them could be found. Please help: 1.) SD-39221: For the fields which are marked for the requester not to view, and in the Requester login, the fields value is greater than 22 characters, the value is shown has been fixed. Question: Which field needs to be greater than 22 characters? The Requester's name? Or if any
New function 'Inactive products', how to use
I was pleased with the option to set products to 'Inactive' but can't find out where or how to use this option. I searched in the account product list and in the general product list, but can't find the option. My default language is Dutch, but changed it to English and can't find it there also. Regards, Marcel
Self Service Portal layout
I'm confused about the Self Service Portal. We have some documentation from when the system was installed (Jan 2010) with a screenshot of the SSP - it looks exactly like the one in the demo page on the ManageEngine site - http://www.manageengine.com/products/service-desk/self-service-portal.html?index You can see that there is an 'New Request' option, and the 'Announcements' are at the bottom. However, if I log on to our system as a 'requester', I see a different screen - see attachment.
Technician already exist
trying to add a technician however, it says it already exist. I don't see the technician on the list... how do I fix this problem? Thanks
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