Email not being sent from support desk when using remote control
Hi, i've set-up an account on the zoho website for remote assist and have entered these details into the helpdesk but when i click on remote control when on an asset it gets as far as coming up to confirm whether i want to send an email to the email address of the user associated to that asset it comes up that it has been sent but nothing is ever received by the user, just wondering if anyone else has run into this problem and how i go about resolving it. Best Regards, Aaron
Request Closing
In rules of closing of the request the field "Expert" is marked, but requests are closed even if they aren't assigned. Why it happens? SDP 8.0.13
Inventory module
Dear: At my company we are updating all computers. On a computer that has Windows XP, we have to clean and install Windows 7 The Inventory Module keeps coming to me the previous name of the computer had Windows XP. Currently, the computer has Windows Seven. As I can clear my inventory?
Support Plan Issue.
Hi All, I'm having a confusion in how to set few support plan for 1 contract. Normally, my company will offer at least 2 support plan for 1 contract. So, can you please advise on this? Big Thanks!
no option available at Configuration" tab --->> "Self-Service" -->> "Password Expiry Notification" but we are receiving the password expiry notification
how can i change password expiry notification message as the option is not available at "Configuration" tab --->> "Self-Service" -->> "Password Expiry Notification.
Query to view the templates in ServiceDesk based on Service Category
Query: select rtl.templatename'Template based on Service Category', sdef.name from requesttemplate_list rtl left join servicedefinition sdef on rtl.parent_service=sdef.serviceid where rtl.is_catalog_template=1 order by 2 Result: Prem Maheswaran SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
MQ Monitoring fails after Update to Version 10
After AppManager Udate from Version 9.2 to 10.0 our Webspher MQ-Monitoring fails with the following Error: Couldn't establish connection.Reason Code:2195(MQRC_UNEXPECTED_ERROR) Regards Dieter
OSD: Error E0064001C: Unsupported Protocol
The rest of the error is: Deployment server is not installed on this host or it has a different version. Occurs when trying to deploy an image. We have already successfully created an image (Windows XP) and deployed it; this is a second image (Windows 7 Pro) successfully created but not successfully deployed.
Custom MIBs to Monitor Performance of Nortel & Techroute devices.
If any one of you have identified the MIBs & specific OIDs to monitor the below device models (or a subset of this list) and imported into OpManager for monitoring, please share it with us. Nortel 8610 Switch Nortel 4550T Switch Nortel 4250 Switch Techroute SR 1001 Router Techroute 2633 Thanks in advance. - Umanand. ManageEngine IT360 Team.
Report: percentage of requests resolved in 1,2,3,4 5 days
Hi Hope somone with some SQL know how can help. I would like to run run a report on the percentage of requests resolved in 1,2,3,4, 5 days or OTHER? We are running MSSQL. Tim
2. Is it important to configure SSL Certificate to use POPS/IMAPS for fetching mails?
referring to : http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html (Point 2) Need to add some modification for Linux Environment Server: 1. Download the file from the link given below and extract it to the Service Desk Plus Home directory. http://bonitas.zohocorp.com/servicedesk/11Mar2010/certgeneration.zip 2. extract certgenaration file into SDP home directory (:: /opt/ManageEngine/ServiceDesk) 3. edit file gencert.bat (vi gencert.bat) jre injava -cp lib/cert.jar InstallCert
Changing the theme and adding a company logo.
I see there are three themes available in ADManager Plus. Is it possible for us to brand the interface with our company logo, and change the colors to company colors? If so, how can I do that? We have AD Manager Plus Pro by the way. Thanks Steve
Report listing User/Group share permissions
We are interested in a report that would display User/Group permissions on a Server share and its folders tree. We could not find it in the current reports. Harihar Krishnan
all reports are empty
I'm testing the Support Center plus and enterred some requests. trying to generate reports (even the default installed ones) - all reports are coming out empty ... any idea ?
Health check report
Dear sir, Pls help me out, How to we get Health check report all (CPU Utilization, Memory Utilization, Disk Utilization and event log on single report. Thanks
Customize Purchase Order Printed forms..........
I have recently upgraded to the latest 8.0 ServiceDesk version and I noticed the look of the Purchase Orders when printed appear different. Is there a way to customize the format of the reports so only certain info is viewable or better still, is there a way of customizing the report templates so I could potentially make certain reports appear as I wish. Thanks for the help..........
Problem with tasks
There is a problem... In the request there is a task list which are sorted according to process of passage of the request by experts. Dependences are put down - following task depends on performance of the previous. On idea the task can't be closed it is not closed yet previous, but upon this rule doesn't work! What not and where to correct? And the second question. How to make so that tasks which are assigned to one group of experts couldn't to close other groups of experts?
sql server 2008 mirroring failover help?
Does servicedesk plus work with sql server mirroring failover? I cannot get it to work when testing. The second sql server database cannot be seen, despite using microsoft suggested failover entry in the jdbc url connection string. version servicedesk plus 8.0.0. Can anyone help please?
Specific field in opmanager report
Hello, Is there a way to build a report based on Availibility and Response / Devices Availibility with additional colums (not only Device name, total down time, availibility percentage). I would like to add device Notes \ comments, floor or other fields associated to the device, in a report. These fields are available when configuring alerting and I would like to use them also in reporting Is it possible ? Thanks sebastien
Remote control icon next to asset drop down when creating a ticket
When creating a ticket and entering the requester's name, the asset drop down gets populated with the requester's assets. We frequently use the remote control module to control their computers. But we have to first enter all the ticket information in first, then save it, then click the remote control icon. A lot of times we want to see the requester's screen first before we enter the "description" for the ticket. I would like to see the remote control icon appear once we select the workstation asset
View resolution when "View Requests by Requester" from ticket
When viewing a ticket, I can view the requester's previous tickets by going to Actions > View Requests by Requester." This is nice and all, but it doesn't show the resolution for the ticket. Is there a way to view the resolution on this screen? Thanks!
Patch status 'Not Approved'
Why are some MS patches marked 'Not Approved' - this happens automatically, Is it becuase the application or need is not seen on the target client? What should I do with these 'Not Approved' patches ?
Configuration Remote Control Desktop Central
I have trouble connecting with customers remotely problems are: 1. Very slow connection, other tools will show faster at the refresh screen such as RDP, VNC, DameWare and others. Are Supposed buy me this tool because it gave me the same ease and much more. 2. I cannot type special characters in the remote connection. Buy me this tool for the security offered to customers to connect, centralized logging, request permission to enter by the users, etc.. But not being able to enter a password robust
Problem With Kaspersky
Hello to everyone!! i have this kind of trouble and i need your help!!! well, i have problems when i do the scan for inventory (asset) in computers domain. Some computers are ok but others i need to turn off kaspersky. What port do i have to open in firewall for kaspersky dont block the scan? thanks in advanced
OpMgr 8811 move issue
Hello, I'm trying to move Opmanger 8811 from a 32 bit Win 2003 server to 64 bit 2008R2 server SQL database. We're also moving the database from SQL 2000 to 2008. I've copied over the Opmgr directory from the 2003 server to the 2008 server. When I change the name of the 2008 Opmanager directory and replace it with the 2003 and try to connect to the SQL 2008 db I get the error No Driver Jar is found. I am able to connect to the SQL 2008 db using the Opmanger folder originally installed on the
Monitoring Juniper
I talked to the support team regarding the Juniper devices and realized that OpManager currently does not have Juniper MIBs. So, either we have to manually download and install each MIB which is very time consuming or wait for the next version that contains all the Juniper MIBs but there's no ETA. Does anyone have any additional information or updates on this? I'm so disappointed because I was told Juniper devices are fully supported with OpManager before the purchase and now I'm told they're
Juniper SRX240
If you want to monitor Juniper SRX240: MIB: JUNIPER-MIB Temperature: .iso.org.dod.internet.private.enterprises.juniperMIB.jnxMibs.jnxBoxAnatomy.jnxOperatingTable.jnxOperatingEntry.jnxOperatingTemp.9.1.0.0 .1.3.6.1.4.1.2636.3.1.13.1.7.9.1.0.0 CPU: .iso.org.dod.internet.private.enterprises.juniperMIB.jnxMibs.jnxBoxAnatomy.jnxOperatingTable.jnxOperatingEntry.jnxOperatingCPU.9.1.0.0 .1.3.6.1.4.1.2636.3.1.13.1.8.9.1.0.0 RAM: .iso.org.dod.internet.private.enterprises.juniperMIB.jnxMibs.jnxBoxAnatomy.jnxOperatingTable.jnxOperatingEntry.jnxOperatingBuffer.9.1.0.0
Active Directory Integration with ServiceDesk Plus On-Demand
This is ONE BIG NEWS: ServiceDesk Plus On-Demand and Active Directory say ‘ I do’ You can now integrate ServiceDesk Plus On-Demand with your Active Directory for importing user information. Users will be able to login to ServiceDesk Plus On-Demand using their Active Directory credentials. In addition, they can also leverage the advantages of the single sign on capability provided by Windows Integrated Authentication. This capability is highly secure and standards based, and is implemented using
Some machines being renamed to its IP address after a scan
We have several machines whose workstation name is being renamed to its IP address after a scan. If I click on the asset and click Scan Now, it will get renamed back to it's computer name. Is this a bug?
new options
Hey there Just thought to give you an input on some basic stuff that should be within this very nice software if you ever decide to update it 1 - A centralized credential base where I only have to input the password with domain and username once and then I can add the servers I want 2 – I should be able to delete a server or edit its properties somewhere 3 – network utilization is very important to be on the dashboard 4 – the threshold should be less than 10 minutes (2 - 3 minutes is fine) 5
dcconfig.exe application error
Hello I am running desktop central on approx 450 machines and have a dcconfig.exe application error randomly appear on 3-4 machines. Doesn't seem to effect perfomance, but it appears 2-3 times a day. I am using agent version 7.2.29 and have tried removing an re-installing the agent on the affected machines - does nay one have any suggestions on what is causing this and how to fix it
how can i restore or recover old version like 8000 if the last version is 8013 in servicedesk
Good afternoon, somebody knows if there is a way to recover an old backup ( Version 8.0.00 ) if the last version is in ( 8013). I attached the print screen where show the error message where indicate: "Backup build number not compatible with existing build" . I will apreciate all your information if someone knows if there is a way to recover this information. best regards jguevara@ghella.com
Option to email notify a GROUP on the addition of a new NOTE
In addition to "Email Technician" option, add an "Email Group" checkbox that can be selected when adding a note. If a request is assigned to a group but has not been picked up by a technician, an individual from a different group might have some updates they need to advise to the ENTIRE group. A note from the Helpdesk might be, "User called in wanting this request escalated". If there was a "Email Group" option, then the members of that group would receive it and know one of them needs to go "pick"
Support for iPad
I like using ServiceDesk Plus on my iPad however it pops up with an error that Mozilla 3.1 is not supported whenever I try to reply to a ticket. It would be great if support for iPad's Safari browser was included. The iPad, iPhone is a great tool and this compatiblity would allow for use of SeriveDesk anywhere I am and to get work done on my iPad. If this is already there then why wouldn't it be working when I try to reply to a ticket on my iPad? Thanks.
Domain and login problem
I upgraded to build 8015 a week ago and after that there has been problem login in. We have three domains connection to SD plus. I have attached a picture. The first part (from the top) show start mode, nothing entered. No domains in the list. In the second part I have entered my username and password, it's a local account and but I cannot select that. The same with third part, I try to login as administrator. The last part I erase all boxes and now I can se my domain. But it lock likes SD plus
User Survey - More Information Please
I think it would be good to allow more information in the email sent out when requesting a requestor completes a survey. Especially with key requestors, they may have a number of calls at any one time. Being able to choose to put in the name of the technician, call ID, call subject, etc, into the email template would help in this case. The current situation, where a requestor's survey responses are allocated against the technician that resolved the problem that generated the survey request, can
Automatic Approvals
I am using a demo of the SDP, and I would like to know if there is any form of Automatic Approvals? For Example: I have a user that requests to have Visio 2010 installed onto their computer. Because it is an additional cost for that software, I need to have her Manager's Approval. I would like to be able to set up a CATEGORY called Software, and Sub Category called Software Install/Request. When the user selects these categories, I would like to know if it is possible to AUTOMATICALLY
Change Approval Based on Configuration Item
Hello, would like to see approvals for changes that are determined depending on the configuration item(s) related to the change request. We have multiple approval groups for each individual configuration item, and we have 7000+ configuration items.
ServiceDesk Plus On-Demand is Generally Available Now
We take great pleasure in announcing the General Availability of ServiceDesk Plus On-Demand, a SaaS based IT help desk and asset management application. This release is particularly sweet as this is the first offering to enter GA from ManageEngine's suite of SaaS based applications - ManageEngine On-Demand. ServiceDesk Plus On-Demand is the cloud version of ManageEngine's flagship product and trusted on-premise Service Desk software, ServiceDesk Plus. While ServiceDesk Plus On-Demand is designed
Release Updates and Season's Greetings!
We hope you had a wonderful Christmas and a Happy New Year! 2010 saw the service birthed out and 2011 promises to be one year of power packed action! During the last week of 2010, released three new features in the service: 1. Enhanced Asset Scanning: The application now supports the scanning of Mac, Solaris and IBM AIX workstations in addition to the Windows and Linux that are currently supported. Software scanning for ALL of these platforms is now supported. 2. Auto Assign of Tickets:
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