Timer - SLA - Due By Date
How many timers are there? Is there one for the SLA, and one for time spent on a request? Or is there just one timer used for both, the time the request was opened to resolved and for the SLA? For example: 1:00 Request is submitted. 2:00 Status is changed to Onhold, stopping the timer. 4:00 Status is changed to Open, starting the timer. Now, it has been 3 hours since the request had been submitted, but the timer has recorded 1 hour. Which time governs the SLA? The 3 hours or the 1 hour?
Change Management
Who will assign a change request to Technician in "Change Management".
Outlook and SharePoint integration?
can service desk be integrated with sharepoint? specifically send and/or receive tickets and updates?
Report to show how many tickets were take in and closed that day
I'm trying to figure out how to generate this report/graph that would show the amount of Incedents taken in and closed that day. Thanks
Conversation Time
I am trying out Netflow 9.5 and seem to have a weird issue where when I go into a device's interface and then conversations it will show no data unless I go back more than two hours then it will show recent conversations. I.E a custom selection from 1-4pm to see the 3-4pm data. Also the recent coversations show up fine on TopStats dashboard and all the times seem fine on other pages. I have verified router and server times are in sync.
Creating Report with Asset & Change Details
Hi, I want to create a report where it will display the Asset Name and also the Change Details (found in the Asset category under Requests). Is it possible? Example: Server Name Change Details Completed Time ---------------- ------------------ --------------------- server1 Applied Security Patches Nov 3 2011 Thanks
Does we calculate how much time the request is on Hold?
Dear Team, Does we calculate how much time the request is on Hold? Regards, Vaishali
Notification by email when there are 5 wrong logon attemts in x minutes
Is it possible to get an email from adaudit when someone tries to use a bad password, x times in x minutes? Regards Ralph
Firewall Analyzer Hits Question
Hello, i have installed the Firewall Analyzer and i send all the syslogs from ASA 5520 to the Firewall Analyzer. I have a question as regards the hits. What are the hits? It is every communication (session) from one IP to another? If for example a mail server begins a smtp communication with another mail server this is done with one hit? If this mail server send multiple email on one smtp session to another mail server this is one hit? Thank you
Asset Deletion
Hi, We have deleted assets but after a few minutes they show back up as Workstations/Servers that failed during last scan. The scheduled scan has been disabled. How do we permanently remove this assets ? Thanks, Jon
Attachment accessible thru URL
Hi, while testing some url's i noticed that via the url /workorder/FileDownload.jsp?module=Request&ID= the attachment for any given ID is available for download by non registered users (aka for the world to see). Is this a bug or did i miss something in the configuration?
Moscow TIMEZONE
Hello, We are in Moscow in Russia In Russia now has never transferred the time (the Decree of the President). The difference with GMT, we now always +4 hours, but the server time is still turned, and now the server time is behind the current 1 hour. Can you point me in the right direction to fix this ? Thankyou....
Pull security questions and answers directly from AD
Is there a way to pull the answers for the security questions directly from AD? What I would like to do is to have all users enrolled by default. The security questions would "what is your employee number?" what is your job title?" etc. Then questions would be the same for each user. Those questions would be mapped to a specific field in active directory. Obviously we wouldn't use the active directory update feature if this could happen.
report data unreliable after upgrade to NetFlow Analyzer 9.5 build 9500
Following my upgrade to the recently release Build 9500 update, my reports have become unreliable. I've seen a number of odd issues, such as: some reports have a new title when displayed, something like Aranajam data is inconsistent. e.g. a report with certain criteria with a time frame of the last 24 hours shows 12 flows, but if you change the timeframe to the last hour, and regenerate the report, it shows 279 flows (which is probably the correct number). The two reports are clearly inconsistent,
Time Spent per Department pie chart
I have setup a Matrix using TimeSpent to look at time spent per department, but I'd like to turn this into a scheduled report with a pie chart, however the chart only appears to count the number of requests rather than the time spent on those requests. Is there a way of achieving this without running the data through Excel? Assuming it can be done in Excel, I haven't tried.
Support Center - Unable to import from Active Directory
Hello. I am using SupportCenter Plus (version 7.5.0 build 7512) and don't seem to be able to use the Import from Active Directory option for Support Reps. It used to work but now it doesn't. When I choose the OU to import it just sites there forever saying 0% Completed... Imported 0 of 0 Contacts - see attached screen shot. Any advice or suggestions welcome. Nothing has changed in the SCP configuration or in our AD setup. Regards, Dave
BackUp Scheduling
Dear team Can i schedule the Back-Up on the different server? I have tried it before but there is error as Back-Up Failed. Please suggest. Regards, Girish Barhate
Users - Requesters
If we have more than one user requester from a Company can be created some filter from one of them to see all the cases his company has open/closed, etc. Regards.
Custom view per filter
I would like to suggest an idea. Have a custom column view per filter. example: I have a filter to show only OPEN requests. Within that filter I want to see ONLY the following columns: Name, ID, Create Date. I have another filter to show PENDING requests. Withing that filter I want to see ONLY the following columns: Priority, Due by date, Subject Is this possible?
OpManager Free Edition can support VMware Host ???
Hi Support, We tried to use OpManager (Free Edition) to monitor basic functional (CPU, Memory, Disk) on VMware Host. (see picture below, it is Bkk-vm01 – vm03) But it did not have any information about CPU and Memory. I’m not sure free edition that support vmware host. Regards, Thanachart.
Opmanager time is not match system time.
Please help me to do it on Ubuntu Server. Sorry, I am beginner.
Customization
Is it possible to disable the home page in Service desk, we simply want the customer to log a ticket in the request module
Print Job Sheet
I just updated to the latest version (7.9.0 build 7903), when I tried to do a print job sheet it doesn't include the resolution and time entry. Before updating the print preview include the resolution and time entry. is there a way to add these two option?
Selective Asset Scan
Hi, How do we do a selective asset scan. We do not want to scan all OU's in a domain but only the needed ones. How do we set this up ? Thanks, Jon
Issues with the latest browsers
Users, I am listing down all the issues that have been reported regarding various browser in this thread so that it can be tracked easily. IE 9 Sorting is not in alpha order for Category/Sub Category/Item display. [ Fixed in an 8015 ] FireFox 4 & 5 In the resolution tab in request details page, even if the resolution is entered, it says 'No resolution entered'.[ Fixed in an 8015 ] While editing a solution, the description is blank and appears on refresh.[ Fixed in an 8015 ] Inserting inline images
Assign a Template
Is it possible to have a specific template automatically used depending on which E-mail Address a query was sent to? Currently, I have a number of mailboxes which users send requests to. Setup in Exchange, I have a transport rule that moves all of the mails to the supportdesk mailbox. Within SupportDesk I then have a business rule that looks at where the mail was originally sent to and makes changes dependant on that. This system works well however, recently one of the techs has asked if all their
SNMP v3 Opmanager and Nortel/Avaya
Hello, I have over 200 Nortel/Avaya switches, mix of 5500 and 8600. I am moving all these to SNMP v3 as part of our PCI compliance. I have created new credentials in Opmanager to reflect v3. When i update a device with the new credentials, it fails , when i try to "rediscover now" again it fails. the only way i seem to be able to get Opmanager to use V3 credentials correctly is if i remove the device using RemoveDBEntries.bat, restart Opmanager Server and re-discover the device.Then it works fine
OpManager 8812 map and list views display different device numbers
Hi - I upgraded my OpManager last night from 8721 to 8812 using the upgrade packs required per ManageEngine web site (files ending 8810 and 8_1_2). After the upgrade, I noticed that when viewing my maps, the items shown are different depending on whether I am viewing the Map view or the List View. For example, Servers map view shows 42 servers, list view shows 44 servers Routers map view shows 91 routers, list view shows 109 routers Etc. Any idea how I can fix that? Thanks
assign multiple assets to an incident
It would be really cool if you could assign multiple assets to an incident instead of referring only to the one asset which can be selected in the 'Requester details' box of an incident Thx, Marc
Discovering WorkGroup Machines in Desktop Central
Discovering WorkGroup Machines in Desktop Central Can you please assist with this stuff, I haven't the Server having any such options. Regards Ajinkya Ghare
Netflow plugin becomes unavailable
We are starting to have an issue where the Netflow plugin stops and no flows are being processed. We have to restart the OpManager service to get it going again. We are on the latest version of both OpManager and the Netflow plugin. We also have the NCM plugin. All are running on the same server running Windows 2008 R2 with 8GB RAM. We are looking at 70 flows from Netflow. Is there a way to monitor with OpManager port 8888 and if the Netflow plugin stops we would be alerted? It was down for
Weird Graphs
Hello, Wondering if anyone else is having the same problems I am with my graphs. I am seeing weird ups and downs in my graphs. The poll rate is 1 min but still shows the above. I am testing out opmanager and cant seem to figure out what it is. The table data shows the points just fine. Any ideas? Thanks in advance. Jeff
Incident Template
Hi All, I am setting up ServiceDesk for the first time and I have edited the default incident template to a layout that works for my organization. When I select 'New Incident' from the SD Requests page, the template appears the way I wish. However, when a new email is received, the old layout is used by default. My question is, is there a way to edit the default template for requests received via email? Below are screenshots of 1, how I would like the template laid out and 2, the way it is currently
Opmanager login error after upgrade
Yesterday I upgraded Opmanager from 7200 & above to 8050. While the installations didn't end with an error, I started receiving "Oops looks like a few tables got corrupted. Don't worry.. Run RepairDB.bat from bin directory and restart the server" errors when I trying to login. I tried repairdb many times, with no error messages, but that didn't solve the issue. I found log files in \logs directory that includes many errors as below. What should I do to repair this issue. I only have the conf folder
Monitor ajp connector pool stats
We are doing some troubleshooting on one of our servers, and we need to monitor the ajp connector pool stats. We can see the info in the jmx console: http://localhost:8180/status?full=true But is there any way to monitor this in App Manager? Cheers, Paul
Im looking for a way to publish some app manager in an external application.
Hey guys im looking for a way to publish some server elements, for example the overview report in an external IIS webserver. Any ideas if this is possible? Thanks in advance. Alex
How publish some elements from Applications Manager?
Hey guys Im looking for a way to publish some Applications Manager elements, a server overview for example, the idea is use the Appmanager elements to publish in an extranet. Any documentation url that could help? Thanks in advance.
Bug? The ever expanding subject line
Ever since we upgraded to 7.5 (we're now on 7512), when technicians reply to a request, the subject is always prepended with the request number. When there are multiple replies, the subject of line gets out of control and unreadable. In my reply request template, I have this in my Subject field: "Re: Ticket: #$RequestId : $Title"
assigning a category to a support Rep in helpdesksetting
i assigned a category to a support Rep in helpdesksettings, but when we get a new request it stays unassigned. What am i doing wrong? I also tried it with businessrules this doesnt work either. Thanks Wesley
Ask the Expert: Post your questions on NetFlow Analyzer 9.5
Welcome to Ask the Expert discussion. The current topic coincides with the release of our latest product version, NetFlow Analyzer version 9.5 BUILD 9500. Use this discussion to post questions regarding NetFlow Analyzer 9.5 - you can discuss about the new product features, existing features, issues or anything at all in your mind regarding ManageEngine NetFlow Analyzer. Your questions will be answered by our expert panel consisting of product architects and senior TAC engineers. Check this discussion
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