Has anyone implemented the Service Catalog module?
We are considering implementing the Service Catalog module in our Help Desk environment and are seeking input from people who have implemented the module or have decided against it. Questions I would like input on are as follows: Why did you decide for or against Service Catalog? What benefits have you seen from using Service Catalog? What challenges have you faced in using Service Catalog?I really appreciate any input you can offer. My biggest concern is that I don't want to confuse the user especially
Firewall Analyzer not logging remote access VPN info
We have firewall analyzer 7001 and we see almost every log except for VPN data. We have a number of SSL VPNs and users who connect to our ASA 5580 via Cisco VPN client but if we go to VPN reports or Trend there is no data. Let me know what info you need from us.
the notifications SMS are not sent in plain text mode
Hi, Hi, I'm using Opmanager 7027 and I'm having a problem with the sending of notifications SMS. I have as provider the mobile telephony company Movistar and as requirement to send the messages , they most be in plane text mode. I'm using the perfil of mail notification with the format of pane text ( see image SMS) When the notifications are generated, they are in fromat "multipar/mixed" and the server of the mobile company movistar doesn't accept the notifications to comply with the plain text mode.
connection to MS NAV
Hi, we use SCP und MS Navision. Is there a possibility to exchange data between these both systems? For example - contacts should be automatically from NAV and automatically in NAV. The same for accounts and Categories per Account. From SCP to Navision time-entries should be transfered. Is there a way to do this? TX Martin
Upgrade from 8720 to 8810 "Oops looks like a few tables got corrupted"
Dear admin, i have Upgrade Opmanager from version 8720 to 8810. I got a message "Oops looks like a few tables got corrupted. Don't worry.. Run RepairDB.bat from bin directory and restart the server". I have Run RepairDB.bat, but still get the message. Plz Help..
OpManager 8022 HPUX monitor memory 0% and NCM not detecting config changes.
Dear Support, I am using registered OpManager 8022 with NCM plugin. I have just added the memory performance monitor for HPUX using cli. However it is showing 0% memory utilization for all my HPUX servers. CPU utilization monitor is working fine. I am using HP-UX 11.23. NCM is not able to detect changes made to my network devices. OpManager syslog is working fine and I can see syslog messages captured and Change Detection have been enabled on all devices. However when a backup is performed,
SupportCenter Plus Hotfix 7903 released
Dear Customers, We have released our latest hotfix 7903 Here you can download the Hotfix http://www.manageengine.com/products/support-center/service-packs.html Issues fixed and the new features included in this hotfix list is available from the below link https://supportcenter.wiki.zoho.com/ReadMe-7903.html Regards, Arun SupportCenter Plus
J2EE Web Transaction Agent- response time
Dear JAMon experts, First of all, i have to say that your monitoring solutions is one of the greatest monitoring tools I found so far! The fine-granularity of monitoring at different levels is one of the key competitive advantages. I went through the documentation and I was unable to precisely decide if it can server my requirements. You'd be able to quickly help answering this need. My application architecture is (Load balancer + JBoss 3.2.3 + MySQL 5.0.19). I use J2sdk1.4.2.19 and my application
Seperate Warning/Critical Alerts
I was wondering if there is a way to separate out warning and critical alerts so that if I check the "Execute actions repeatedly if the Health is Critical/Warning (until it is clear)" button under Admin -> Action/Alarm Settings, critical is the only state that is affected by that continual process. Warning would be able to only warn once if I needed it.
Problem Monitoring Tomcat 6
Hi everybody!! I'm trying to configure a Tomcat Server monitor in AppManager 9. I set all fields: Host Name, Port, Tomcat Version, User Name, Password, everything is "OK", when I click "Add Monitor(s)", the Status return "Failed". I click in "Diagnose the Problem?", but the diagnostic page shows: Ping Test -> OK Host Detail -> OK Service Status -> Return a Tomcat's Welcome Page in HTML code (I don't know why, this is my problem.) Authentication Details -> OK. The monitor server and the tomcat server
additonal views / fields
Dear Developers, I would like to enter two ideas for future options to this forum: a) Admin / Scan / failed computers: currently the overview just shows the date for "last scan on" which correctly only refers to "last attempted scan". There are no additional columns available like "last successful scan date", "failed for X attempts", etc. b) Admin / IT Assets / Discovery (Network Scan): in the Network-Overview there is no comment field visible, i.e. just the Network-Range, but no field for the location
ManageEngine Free Windows Service Monitor Release
We take immense pleasure in announcing the release of ManageEngine Free Windows Service Monitor Tool. The ManageEngine 'Free Windows Service Monitor' monitors the Exchange, MSSQL, MySQL, Wmi, Telnet, DHCP, SharePoint Services along with 3 other custom services.This tool can monitor 3 Windows Servers simultaneously. Key Benefits Monitors Services of Windows XP, Windows Vista, Windows 7 servers. Shows Details of Windows Server 2003 and 2008 Services Customizable Windows Service Monitoring Graphical
Preventative Maintenance Tasks are not automatically being generated.
Since upgrading to Service Pack 8017 just 36 hours ago, none of the preventative maintenance checklists we have in SDP have automatically generated. I'm curious if anyone else has seen this sort of issue? I have about 7 daily reports and 3 weekly reports that kick off on Friday morning...and not a one automatically launched. I can go in and manually kick them off...but that's a tedious thing to do. Any recommendations would be welcome.
need your help pls
hi everyone i have got a trial version of service desk plus and cant to run it it was installed correctly but when i want to run it , it does not show home page . i tried it with various port numbers thank you Mina
Asset Scan Problem
Dear Sir, These days when ever I tried to scan an asset which name is 2265 that has assigned to specified user A, the system automatically rename this asset name to for example 2265_old which assgined to user A and user A and rename another asset name (f.g 1014- which has been assigned to user B), to 2265. I mean this problem has happened for about two or three months and I have never faced to such a this problem before. so please help me !! Thank you in advance, Best Regards
How to remove MIB from the MIB list.
Hello, i didn't find any way to remove the previously added MIB. the way we add MIB in the MIB list, what is the way to remove any MIB. Thanks, Rajashri rajashri
Approve requests.
Good afternoon! Tell please, whether it is possible to approve some requests at once? Without clicking everyone.
Only collecting data from 1 domain controller
We have installed ADAudit Plus and configured it to collect data from two domain cotrollers. In the domain settings screen, it show success status for both domain controllers, but in the reports, we are only seeing data from one of the domain controllers. Any idea what may be the problem? Thanks..
Netflow traffic count
Hi. We have Cisco (series 800, 1800, 2800 and 3800) routers from the ISP. (MPLS). The traffic we can see on the NFA is more than double. When I check traffic sent and traffic received using Wireshark, I can see much lower than indicated in NFA. I can understand about 15% overhead and so on.... but 150% more?? Routers has some physical and virtual interfaces. I don't know the exactly the netflow configuration on the router, but are using ingress and egress, ip route cache flow, .... Anyway, what is
Change asset state by asset scan
Dear all, I would like to ask you to help my understanding of business rules: Currently I am updating our asset db. Going through the available assets one question came to mind: Is there a chance to create a business rule for the asset management? i.e. creating a new b-rule that changes the asset state from "in stock" to "in use" if the asset was successfully scanned? And vice versa: if the asset failed to scan for "more than 30 days" or "more than 60 days", the asset should change back from "in
solved: Bandwith widget don't show my device
Hello, I'd like to add a new widget to my existing dashboard with already approx. 15 bandwith widgets but the device i'd like to add don't exist in the device-list. The device (Cisco Router) is properly discovered with SNMP and interfaces also exists. Any ideas? Thx, Martin
How do I determine the avg response time before a ticket it picked up
I am needing to run a script on the MSSQL to determine how long it takes before a ticket is picked up from a customer. I am running Version 6.0.0. Build 6014
Can't upgrade from 7609 to 77xx
We have upgradet from 7604 to 7609 --> works fine then upgrade to 7703 (fail) We have testet with 7701 and 7703 (the same error) Database: MySQL Server: Windows 2003 SP2 32bit Errorlog: CTIVITYID="[33]UVH@1634627" REPEATTASK="Never" RECURRING_MSG="Task repeatation" ISENDING="false" REC_END_DATE="0" REC_END_AFTER="0" REPEATEVERYDAY="0" /> <RecurringDetails ACTIVITYID="[34]UVH@20327592" REPEATTASK="Never" RECURRING_MSG="Task repeatation" ISENDING="false" REC_END_DATE="0" REC_END_AFTER="0" REPEATEVERYDAY="0"
Asset History
Is there a way to view the history of who and asset was assigned to?
Notification mail with HTML code
Hi. I'd like to add picture in mail notification. i try to use HTML code but it's not working even i select "Send as rich text format" Is there anything i need to setup more?
ask about categorization in supportcenter plus
please help me.... I have 2 business unit in supportcenter, we call it BU A and BU B. I have been setting category in BU A. but when contact BU B wants to create request in application, he can choose BU A category. it shouldn't be selected by contact who doesn't in BU A. how to separate category for each BU? thx a lot for your information. BR wahyuni
Remove Extra Domains From Login Options?
For some reason after enabling domain login a collection of extra domains/workgroups appear. Is there a way to limit the options which appear to just Local and the Domain. Below is a example of what is there COSTCO COSTCO.COM (Domain) WORK GROUP Local Authentication Failing the ability to remove the additional options is it possible to set the default? Thanks
Remote Control Shortcut
Hi, There is a shortcut created on the desktopo after ending a remote control session. If you click this shortcut you will get connected to the requesters machine without them knowing. There is no prompt on the users end that a technician is viewing her screen. Has this been addressed on the new release ? Thanks, Jon
Duplicate SLA Escalation E-mails
Has anyone had an issue with duplicate SLA escalation e-mails? I have an SLA set up to have a ticket with “Same Day” priority to have a 4 hour completion time assigned. I also added level one escalation to email the supervisors 1 minute pass due (Escalate After). However, Service Desk is sending out an e-mail 1 minute prior to completion and then again 10 minutes later. No idea why. So a ticket that is created at 4 PM is due at 8 PM. Instead of one e-mail notice going out at 8:01 PM, it is sent at
Upgrade NA EE 7.6
Hello! The line of products of NA Prof develops actively. Already version 9.5. Why updates of NA EE are not? There is the impression, that does not quite support it product.
Non-Contact Email in Request's "Contact Conversations&q
Hi, I have been testing SupportCenter. I did a test in which I acted as a support rep and forwarded an email originally received from a contact to a colleague. The colleague then replied to my email. His reply was logged by SupportCenter against the request, as you would expect. However, the email was shown in the "Contact Conversations" view when I was expecting it to only be visible as part of the "All Conversations" view (especially given that my original forwarded email entry only appears under
Service restart automatically - java maxiumum
Hello, I have a big problem. When I start the service "ManageEngine Service Desk" java is up to the maximum performance of cpu and ram and the service restart automatically. I tried doing the restore on another server windows, but the situation is the same, the service manageengine start and java goes up (50% cpu 700 MB ram) for 5 minutes and then restart the service, this continuously. I tried to restore the full backup that is trimmed back but nothing. OS: windows xp sp3 servicedesk build 8017
Hide Option in Portal
Hello it's possible to hide "About", "Feedback", "License" and "Help" button? (for Reguester and Technician) Thanks.
Possible improvement in view options for ServiceDesk
My company uses ServiceDesk Plus 8.0. Recently we've been inundated with new Help Desk requests due to a database corruption issue. The folks that work in that dept. told us it would be ideal if there were a way to have a view option where you could see your tickets in a window - but have tabs in the window that would be one tab for each subcategory in the Category you're presently working on. Would this be possible? Please let me know. Thanks! Allan Kellner
Support e-mail address
I have three accounts and I want two of those accounts to share requesters. Will the servicedesk respect the "Support e-mail address" which is different on each account or will it search through and find the requester first? I also tried adding the requester to both accounts thinking then it may respect the account default address but it always goes back to the account that was created first. Any help would be appreciated. Thanks Jon
Respect Account over Requester
I want to have the same requester (or same email address as a requester) in two different accounts. I want new requests that come in by email to respect the email address they were sent to and not the first account/requester it finds. Currently I have Requester A in Account 1 and Requester A also in Account 2. If Requester A sends an email to Account 2 it gets tagged as Account 1. How can I stop this?
How to host ServiceDesk plus
We purchased the service desk plus version 8. It is working fine in the intranet. now we want to the service desk plus online. We are planning to host it from our internal server itself....Could anybody help me????
Reporting and access rules
Hi, If I understand well, report are either public or private. But is there a way to limit access to one report to a group of technicians ? Best regards, jeff SDP+ 8016
Email notification
Hi, we would like to notify technician not using global rule "Alert the following technician(s) by e-mail when a new request is created" but per incident template. Is this possible by configuration or is there an other way to notify a group of technicien following template criterias ? Best reagrds, jeff
Query Report Access
As an admin, can I create a public query report and to a new folder that other non-admins can access? I created a report for a certain Role that can only view tickets for their Group. However, becuase they can not view "All" they can not see the report I created for them. How do I get around this without having to logon with that users ID and recreating the report?
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