business rules and workflow
A few questions on automating how ServiceDesk works 1. Is there anyway for the application to detect the mode of contact and auto populate this field? for example, we will default the mode of contact to phone unless someone emails 'helpdesk@ourdomain.com' then the system would recognize this and populate the mode of contact field with email... 2. I wouldl like to have the DueBy date set based on the Priority. I can now use business rules to set the priority based on category and subcategory,
Replies not showing up in request
If a technician replies to a requester from the ticket that conversation shows up in the ticket. If a requester replies to the email sent from the ticket, the conversation doesn't show up in the ticket. The technician doesn't receive an email saying there's a reply even though "E-mail technician when a request is appended by reply" enabled under Notificaiton Rules. I found some posts saying the ##$RequestId## must be in the subject for ServiceDesk to update the ticket, and it is correct in all
Cutsom Report
Good Afternoon, Is it possible to create a custom report to report on time spent per problem similar to the one for changes and requests? If it is possible could someone please provide me with the code? Thanks
GL changes and conversions
My client's organization changes gl codes semi-annually. When this happens there are purchase orders that are closed and some that are open in various statuses (most importantly approved/not). My client wishes the following behavior: When a new gl is created they will create a new gl in service desk. All closed tickets will retain their old GL's All existing GL's will be updated with the new GL, but without 'un-approving' them as edits automatically do. Old GL's can be marked for no further use
Survey Sending Problem
I m trying the a Send Survey on the Actions menu, i am getting the below error FAILURE : Problem while trying to send Survey details for this request, to the contact. Please report the problem to the system administrator, with the Error Code - 1,306,860,651,551
SupportCenter Plus Hotfix 7803 released
Dear Customers, Today we have released our latest patch 7803. Performance & Security related issues are fixed in this release. Here you can download the patch http://www.manageengine.com/products/support-center/service-packs.html If you have any issues mail us at supportcenterplus-support@manageengine.com or contact our support at +1 408-352-9115 Regards, Arun SupportCenter Plus
Service Catalog
What is the point of the Service Catalog? From what I can tell it just helps you organize your incident templates?
Multi Domain Support
Hi, We have 3 sites, example Site A, Site B, Site C. Each site has different domains, ex. DomainA, DomainB, DomainC. For example, SDP is installed in site A so importing requesters from DomainA is easy.. How about in other sites with different domains? Can SDP scan Domains in other segments? How about firewall configurations? What ports are to be opened to be able to import requesters from other sites and be able to connect to the SDP. Your response is highly appreciated.
Test Cridential Ok, but not test monitor
one of my client using OPManager to monitored their server and they asked me to configure it. then i set up the SNMP and WMI on OPManager and the servers. all server was detected by OPManager and then i want find out whether the SNMP and WMI that i configured is working or not and i tested using "test credential" and its working. but an arror occured when i want to configured the utility (CPU, memory, ect) it said like the SNMP is not running . what should i do to fix it ? thanks
Changing Database Login
When I am trying to change the login information for the OpManager application away from SA which was used during installation I get prompted for a jar. This is for SQL Server 2008 not mysql so which jar do I use?
Support MS-Exchange Mail Server?
Dear All, Our customer receives the mail though MS-Exchange Mail Server (is not SMTP Server). How to configure MS-Exchange Server in Mail Server Settings of Admin tab? Thank you in advance.
Auto Logon Helper Problem
When I try to setup an "Auto Logon Helper" using the following commandline, C:WINDOWSsystem32 unas.exe /user:domain¬COUNT_NAME% "explorer.exe /separate" everything after ¬COUNT_NAME% gets truncated by PMP. If I remove the double quotes the truncation does not occure but I then get an invalid sytax error.
Request summary report
Hello, There is a report on the dashboard titled 'Request Summary' I need to replicate this report on the report wizard. I've tried several options on the report wizard but not able to get it. Can anyone help out. Does anyone have a query for this? I am able to generate reports for the month, but the values on the X-axis are (closed,open, on-hold, and resolved). This report here gives me an overview of requests overdue, inbound and completed for the month... Please help!
My Details tab for technicians
All requesters have a My Details tab which allows them to update their department, change their phone number etc. However, for some reason technicians don't seem to have this. A rather useful feature methinks.
snmp parameters
where i can find snmp address....m stuck configuring snmp parameters
digit limitation of request id number
Hi, I want to know about digit limitation of request id number because my system has tickets more than 80k and I'm worry about request id which show in an email only 5 digits. request id has more than 5 digits or not? please advice.
Caracteres
Hello. Just wanna know what is the limit of caracter of the Note Field and Reason field. :) Just it Thanks in advance.
Support MS-Exchange Server Mail Settings?
Dear All, Our customer receives the mail though MS-Exchange Mail Server (is not SMTP Server). How to configure MS-Exchange Server in Mail Server Settings of Admin tab? Thank you in advance.
Issue losing attachment/pictures from older tickets
Hi All, Do you have any known issues where pictures/attachment are lost from older tickets? The picture object is marked X and the picture cannot be seen. Our servicedesk build: 8.0.0 build 8003 Regards, Ryan
Loading the Chart...
For some reason I lost all the charts in ADAuditPlus. Currently I have it running on my work station because it's a trail version. Is it possible to reset something in order to get the charts back? Thanks!
Reset password sends verification password
Hi. I want to know why when I reset my password ADselfservice sends me an a mail with a new pass?? What happens if I forgot my password and I have no access to may email?? Can I use this password to acces my email or its temporary to access ADselfservice and change my password?? How can I deactivate this feature?? I want to access to Reset password, answer the questions and continuing using my old password. Thanks for your answer Regards, -- Victor
Report Assistance
I am trying to generate a scheduled report for 8AM Daily that pulls ticket details in a spreadsheet format for certain 'Categories' for the last 24 hours. I am running Microsoft SQL server - is there a way to query SQL directly for this informaiton so I can programatically process the data - if so - What would the query need to be to get that data? (I can handle manipulating the data from there)
Solutions subject missing space even there are a lot of space in the field
In the Solution Subject field, there are plenty of characters spaces to show Phrases, but only 1/3 of the text in the field is shown. This is incrediable annoing, and I have repported this a lot of times, without any luck to get it fixed. Does other experience the same ? best regards Jens-Ole Jensen
Outcoming mail, time elapsed for notification in SD+
Hello, In SD+ Enterprise we configure the mail server and works OK, but some notifications take too much time to get out from SD+ You'll see, we make some tests with the same mail server configuration in Outlook, the same mail server, ports, protocols, user, and one mail goes around less than a minute. But when we program a "picked up yet" notification within a minute sometimes take up to 10 minutes to show, why? Meanwhile we send two or three mails thru this mail account, so we could see if the
Request vs. Problem vs. Change
Does anyone have any real world examples on when something would be considered a "request" vs. a "problem"/"incident" vs. a "change"?
View user name under Requester Details
When viewing a request, is it possible to add the user name to the Requester Details pane?
Need Urgent Help
how can i configur the servceidesk to send Emails ,, while i'm using exchange server please help
7704 - Can't change Password Reset Request Notification message template
Hi. I attempted to change the above message template today and whenever I click save the following message appears: "The template could not be save without the field "ResetPassword URL"." This would be a valid error message if the URL in question wasn't already in the message body! I've tried removing it and re-adding it using the content variables, but to no avail. I've also tried manually updating the link text and URL in case your system is trying to match on the text ResetPassword
Support MS-Exchange Mail Server?
Dear All, We want to receive mail using MS-Exchange Mail Server? Can SCP support the this MS-Exchange Mail Server? If yes, how to configure? Thank you in advance.
7704 - Client portal showing support reps' names
Hi guys, I've just been giving a demo of the system to some new clients and have noticed that, following the upgrade to 7704, the system is showing our clients the names of our support reps in the contact conversations within an incident. Previously, this is something which we'd expressly asked to be obscured so that our support reps weren't exposed to our clients, and it's something you guys fixed pretty quickly. If I recall correctly, the text which appeared was Support Representative
Audit Report
I need to create an audit report but without the capacity changes. how can it be done. I'm using Mssql DB thanks
Can i hide the two arrows on business view link ?
Two arrows is added into link on business view, it is little strange. I think it is better to cancel the two arrows, or add a option for user to choose if display the two arrows.
customized dashboard for guest users
Hi, is there a way to assign a customized dashboard for a guest user on netflow? the only dashboard available is the Network Snapshot. thanks Ramzi
Request - Additional Resource Fields - Expanded Resource INFO field. Definable views
Would like the ability to create more than the 9 additional fields for assigning to custom resource types. For instance on a file server we want to add information that password manager cannot control like ILO IP's, usernames, San IP, and Usernames ect.. 9 fields does not give us nearly the number of options for some resources. We would like to open a resource and see everything we might need when accessing that resource. Even just an expanded "info" field would allow us to paste in the information.
Have any Option to change MAP Name in OpManager?
Dear Support, If there any Option to change MAP Name (Business View) in OpManager? Regards, Furqan Akram
Problem with graffic (FWAnlyzer 7)
Hi guys, We have a problem application Firewall Analyzer, every day We have restart the service Manage Engine Firewall Analyzer to solved the graffication on application. When I reviewed logs, We have: 10:28:05:718]|[05-26-2011]|[com.adventnet.la.util.dm.DMTask]|[INFO]|[26]|: Time taken for executing task [Update_Daily_Trend_Tables] is [375]| [10:28:06:171]|[05-26-2011]|[com.adventnet.fa.server.lc.TriggerTasks]|[INFO]|[20]|: Hei !!! Good Starting Generating Reports ============>>>>Raw-To-Hourly-Table-Task
OpManager Reports
Hi to all and thank you for a great product. I would like to know if I could consolidate all devices (per category) into my monthly reports? Instead of having to receive individual reports on every single device in OpManager. Thanks.
Projekt
Hi, When can we expect to see the project-module in servicedisk plus? Regards Kasper
IPSLA Feature Requests
Hi, We are currently evaluating the IPSLA module for Netflow. So far there are two things that I cannot figure out my self. 1- can we create scheduked reports for IPSLA? 2- can we configure email alerts when a RTT upper and RTT lower reaches the Threshold? thank you Ramzi
Purchase Order Mail Flow
Hello, I am in a need of an assistance, I have a system of yours build: 8.0.0 Build 8000 I need to perform a purchase flow in which the flows go to 3 VP's and once a VP approves then the flow will send an alert to the next VP, Right now is sends the alert to all of them together, Please help me to overcome this
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