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
Backup Question : Local Backup vs. SQL DB Backup
I'm running ServiceDesk and I run the local backup schedule in the admin settings of the ServiceDesk, but I'm also backing up the SQL DB off our SQL Server. I wanted to verify if I have the SQL DB backed up, do I really need the local Scheduled backup? I'm trying to save space on the server and the local backups are HUGE and I figure since I'm backing up the SQL DB I should be ok... I tested setting up another Service Desk instance and pointed it to a copy of the SQL DB backup and it looked like
Email Alerts too slow
I have a test email alert profile that is set to email if any of the following parameters are met: 1) Device misses 1 poll 2) Echo Service is down 3) If "Cisco Shutdown" TRAP is received It usually takes anywhere from 6-8 minutes of a device being down for an email to be sent. Does anyone know how to set it up to email immediately when a device is offline? Thanks. Respectfully, Will
Modification / SDP
Hi, Is there any way to change display name on the below picture area ? But I want to know, Is it possible to do that right now ? Any suggestions ?
Need a report to pull the total and per user lockout totals for a custom period from the domain.
Need a report to pull the total and per user lockout totals for a custom period from the domain. i do not want the events listed just a Total and Per User total. Example Total Locked out users for Custom time period is = 296 Users Locked out Jdoe = 7 times Jdane = 10 times jsmith = 5 times and so on. Is there a report to do this? I am running Event Log Analyzer 7
Multiple email addresses for Techs and Requesters
Can ServiceDesk be configured to allow Requesters and Technicians to have more than one email address so that replies from their personal or department email addresses are mapped to their individual Requester record?
$ commands in Replay template
HI Can i use $ (ex $title, $Description, $UDF_CHAR6) commands in email replay templates? if not, why? I´m also have need to put in one "TO" email address in a reply template, thats for function to forwarding a incident by mail to 3part support.
removal of add ip address
removal of add .GROUP COUPONS adelaide
The following attribute(s) givenName, sn, description in the header is/are not authorized for this user.
Every time I attempt to create bulk users I get the message above. Is this related to my permissions within AD manager plus or AD itself?
Eventlog Analyzer on Redhat 6 - (Time is off by 1 hour)
System time is correct. All time stamps for alerts are off by 1 hour. Checked all settings with time regarding operating system and check traffic going to and from NTP server. The alerts are timestamping 1 hour from the time the event actually happened. Any assistance regarding this would be appreciated. This is a brand new install with the latest version. Just downloaded on September 8, 2011.
EventLogAnalyzer7.0 64bit cannot run in CentOS6
RT,because CentSO6 had the rsyslog default,not syslog.
export to csv problem
Hi, i've been struggling for a very long while trying to export a custom report in csv in order to analyze it with excel or access. What tricked me was the almost unexplicable behaviour of the exporting engine, wich usually breaks some records by inserting crlf followed by some "explanatory" data, then following with the rest of the record content. Apparently, this behaviour is due to the fact that the exporting engine does not considers that exporting to csv does not needs to be formatted as a "printable
Save Queries to CSV File
I am trying to save the results of my query to a csv file. Here is a sampling of the following command: select * from archives into outfile('c:\archives.csv') I never received an error message, however the file is never created. Thank you for your help.
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