FCR reporting?
I'm just wondering what other ServiceDeskPlus users are doing for First Call Resolution reporting. We've never gotten a report to work quite right... I want to know when someone Resolves a Phone Call mode ticket as they are opening it...and I want to know if someone Resolves an Email mode ticket the first time it is edited--so more of a First Contact Resolution than First Call (luckily the acronym is the same). Does anyone have similar reports working for them?
How do I edit text on the Customer Portal 'Submit a Ticket' page?
Clicking the 'Submit Ticket' link from the customer portal launches a "Submit a Ticket" page (Request.sd). This page contains the text "Please submit your ticket below by selecting the appropriate business unit". There is no such selection on the page and if there was, I would not need it. So how can I edit the text to remove the reference to business unit and hence make the 'words' match the page content?
WMI monitors stopped working
Good morning to everyone. Last Friday (Dec 9th) we updated our OpManager setup to V9 build 9010. Everything was running just fine for several hours after the update. That same day at 00:00 all WMI monitors stopped working. I can see reports up until Dec 9th 23:58 but nothing after this date and time. When I check the SNMP and WMI credentials they all pass. All monitored devices stopped responding to all WMI monitors. No updates were installed on the monitored systems or on the OM server except
Change Management vs. CMDB
I've heard a lot about CMDB being included in ServiceDesk Plus 8.1 . Is that the same function that is Change Control in 8.0 Enterprise Edition? The online beta is Plus, and it has some of the Change requests in it. This is probably a simple question, but I am having a difficult time understanding the difference between CMDB and Change Control. Thanks, Dave
Windows Update and Desktop Central
All, New to Desktop Central... If it's now handling all software updates, including security updates, what needs to be done with Windows Update (WU)? I see there's a script to disable it on the target machines, but is this necessary? Will Desktop Central take over all WU functions even though I haven't disabled WU and not cause any patches to install that haven't been approved ?
No device is currently exporting NetFlow
Hello, I am trying NetFlow Analyser trial version with a Fortinet Firewall and I get the message : "No device is currently exporting NetFlow " I have double checked settings on the fortinet and everything is OK. I have used wireshark to check that the packets are coming on the computer with NetFlow Analyser is installed and I can see the packets. Also if I use sflowtrend to test, on the same machine, same port (with NetFlow stopped of course) I can see information coming on sflowtrend. Any help would
Move user to another domain
Hi, Is it possible to move a user to another domain (there is a trust between the domains)? Regards, Steven
Build 8017 on linux?
Is Build 8017 just for windows? When I go to the service pack website on our linux server I only get the download for build 8007. Thank you.
Hotfix update
Everytime I complete a Hotfix update on desktop central I have to update each agent manually. Am I doing something wrong? Is there an easier way to update the agents?
failed changeDB from SDPlus default install to an external database?
hi, is it possible to changeDB from default install of service desk plus to an external database? heres the error: [root@storage2 bin]# ./startDB.sh Running stand alone DB server DB_HOME /opt/ManageEngine/ServiceDesk/bin/../mysql DB_PORT 33366 TMP_HOME /opt/ManageEngine/ServiceDesk/bin/../mysql/tmp 120105 17:33:52 [ERROR] Can't start server: Bind on TCP/IP port: Address already in use 120105 17:33:52 [ERROR] Do you already have another mysqld server running on port: 33366 ? 120105 17:33:52 [ERROR]
set reminder for another technician
Hello It would be useful to adapt the reminder function in a way to be able to set reminders for other technicians, in the same way that you can set task for another technician. Thanks.
Resize Solutions' "Contents" text box
In the Solutions module, is it possible to resize the "Contents" text box? It's too small and we'd like to make it larger. Thanks!
ADSelfservice
Is there any way to get a snapshot of the computers with the previous installation of GINA? Thank you.
Change password for users with expired password
Hi all, i know that using ADSelfService Plus is possible to let user change their password, but is the same for users that have already EXPIRED PASSWORD ? regards Paolo G
add attachment to service catalog
I would like to add a ROI document to the hardware service catalog for hardware request.. Can this be done???
Editing a report after wizard creation makes dates static??
I created a report yesterday to list all requests for HR department groups that gathers information from the previous day. I've done similar reports with different time frame filters with test data. The one I created yesterday is to be the production report that HR requested. Since they just started using ServiceDesk Plus yesterday, there was no live data for the report to collect. I ran it today as a quick test and was surprised to find out there was still no data available to report although there
Allow only one user to export passwords
I want only one user to be able to export passwords. Other users are allowed to run an export, but with the passwords hidden. I've deselected the 'Include passwords...' option in 'General Options'. Then I've created a group with only this specific account in it. I then edit the settings of the group, and select the 'Include passwords...' and save. However the option gets disabled automatically again, thus not allowing that one account to export the passwords. How can I allow only one or two people
Exchange Reporter Plus 4.1 Build 4120 RELEASED!!!
Greetings from ManageEngine Exchange Reporter Plus Team! We are glad to announce the availability of Exchange Reporter Plus 4.1 Build 4120, an enhanced version of our Exchange Server Analysis and Reporting solution. Mailbox Permission Analysis capabilities of the product have been enhanced and from now will be compatible with the 64-bit Exchange Management Console (EMC). Users can now install the 32 bit Exchange Reporter Plus to view Mailbox Permission Reports for both 32 bit and 64 bit Operating
Dashboard displayed on login page
Is there anyway to display the dashboard on the login page or other off sight web page? Thanks, Bill
Leave Type schedule
Deal all When I want to set my leave time it is only based on Date . I want to know Is there any way that i set the time also in my calendar for leave type for example when there is a meeting that is scheduled for me i want to set my leave time from 10:00 am till 11:00am on Date 10/01/2012 Regards Negin
Custom WMI Monitor
I am attempting to create a custom WMI monitor. The instance that I am attempting to monitor does not appear when I select the WMI class, but I am sure it is on the server. Any ideas?
Daily Report
Hi All I have a question about how to get the daily report for month instead of hourly for a month. when i choose to see the report of a particular IP address from 1st date of month to last date, it shows always in hourly average. Instead I need daily average. Kindly help
Invalid License file - Error 1067
Hi I created and Exchange server and we cannot login to our smtp and IMAP servers(Incoming tab). We got an error saying about trusted self sign certifate, so we followed some steps to create a file called “jssecacerts” and we did that successfully. But when I try to restart the ManageEngine ServiceDesk Plus service, I got the following error message: “Windows could not start the ManageEngine ServiceDesk Plus service on servername. Error 1067: The process terminated unexpectedly.” Was trying to
Cannot create a custom view
When I create a new Custom View and try to save I get the following error : HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Interfaces are not discovering
Hi, In one of our cisco router interfaces are not shown. As procedure I have done the following steps 1. Went to the snap shot of the device and then to the interface tab. (figure interface1.png). 2. Clicked on rediscovery button then it shows all the interfaces. (figure interface2.png). 3. Clicked on 'save' then 'ok'. (figure interface3.png). 4. It shows 'adding the interfaces'. (figure interface4.png). 5. Then it shows 'interfaces added successfully'. (figure interface5.png). 6. But none of the
Hotfix 9011 Released
Dear All, We have released a Hotfix (build 9011) which need to be applied on only on top of 9010 build. Few customers faced some issues during upgrade and are addressed in this hotfix. They are SMS server setting configuration breakage issue is fixed. The custom TCP service monitors are now displayed properly after the upgrade. An issue in creating statsdata–<date> (to store daily raw data) table at times, is now fixed. Notification profiles related DB restoration issue has been fixed now If OpManager
Disabling Dynamic Requester adding doesn't work
I disabled the function to dynamicly add requesters not present in the application. Yet still when someone sends an email to the servicedesk plus build in address a new requester is being created. I use ServiceDesk Plus for managing customer support. Each customer has his email declared and an account created in the system. But people often send emails from different aliases causing havoc in the client database. Does anyone know why this option (disabling dynamic requester creating) might not work?
Close Tickets
Hi, I am evaluating ServiceDesk Plus MSP Professional Edition. I would like to find out if end users (requesters) can close tickets. Thank You, Bledar
is it possible to add script monitors with out attaching them to a server?
I'm monitoring a URL and graphing the number returned. this works well enough. The issue is the apparent need to attach the script to a server .. the data being monitored has nothing to do with the server and confuses people when they see an alert ..
Sending Notification Fails...
Hi Support, We receive error msg "Sending notification failed" while sending reply or forward with Request. It was working great before. Could you please help to fix this issue? Attached is the Support File.
Free Ping Tool 2.0 bugs
Found some issues with this application. Tried it on 2 PC's, both with Win7-64. Let it install to default path C:\Program Files (x86)\ManageEngine\Free Ping Tool 1: When I write an IP address int HostAddress field and press "Add", I get a message box saying "Host does not exist" 2: When i use the "Save" button I get an exception: System.Runtime.InteropServices.ExternalException: A generic error occurred in GDI+. at System.Drawing.Image.Save(String filename, ImageCodecInfo encoder, EncoderParameters
removing custom SNMP Monitors ..
I've been experimenting with the SNMP monitors and have collected a few that just don't work right. How do I go about deleting them from the lists? Annoying having to come up with new names when I adjust one. thanks
Time Spent Reports not working
Hi there Everyone, Firstly, Seasons Greetings! We have a test installation of SupportCenter Plus which has started misbehaving when running the Time Spent reports. Any other report runs fine but clicking on the Time Spent reports always produces and error indicating there is an image file with problems and that it should be removed within the server configuration. We have backed up the test data and restored it into another fresh 7902 which worked fine with its own Time Spent reports before we restored
Linking SLA with Costumer
Hello, I want to link different SLA's to different costumers that i've put in my system. Can someone help me please? Thank you in advance... With kind regards, Önder
Displaying graphed data from a script monitors on the dashboard.
Example would be data we get from our service reporting the number of logged in users. The script is working and I can view the graph when I view the server I've attached the script to. I'd like this data to be displayed on a dashboard that we have setup on a big monitor. is this possible?
Technician can only view his own request, not those he is assigned to
Hi - I have created a new technician. I have Associated him to all Sites and Associated him to all Groups. I have assigned him to a role of 'Service Desk Technicians' which gives him full permissions to all types of tickets. Service Desk Technicians are allowed to view 'All' I have assigned 19 tickets to him. Nonetheless, when he logs in, all he sees is the request panel and within the request panel, he just sees the 1 request that has him as the requestor. He cannot see any of the tickets assigned
Failed installation Fedora 14
I get the following when I execute the bin file. [root@OpManager ~]# ./ManageEngine_OpManager.bin -console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ................................... ...................................
Can't add request templates
Hello, We're evaluating SupporCenter Plus 7.9.0 and we can't add any extra request templates. When we design a new template and save it, it doesn't show. We have tried this several times, under 2 different logins but it won't work. Is this some kind of restriction within the trial version? Regards, Kees
Server based monitors
We are rebuilding our opmanager environment, and over the years some of our servers have had process and/or URL monitors added to them individually to the server, rather than the admin console. This causes an issue because the associations are only shown from a monitor that's been placed in the admin console. I need a query that can be executed to identify all the process and/or url monitors associated to any given server. Please Help.
Cant Install Asset Explorer in Debian
Hello everyone. I am here due to i cant install Asset explorer in "Debian-6.0.2.1-amd64", the shown message is: root@infra:~# ./AssetExplorer.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ...................................
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