What happen if My server is migrated to a new domain
Hi Support, Currently we are hosting the Service Desk Plus application and the database in a server . The server is joint to a domain A and now we are migrating this server to domain B . What will happen and What we got to do from our side. 1. currently in our environment we are using the Domain A credential to login into Service Desk Plus application . If we were to change to Domain B credential . what are the changes we got to do. 2. We have 300 tech license , all the technician uses
PMP Agent on Ubuntu Server 10.04.2 lucid LTS
sudo bash installAgent-service.sh install PMP Agent Service already installed ! [: 20: true: unexpected operator Starting PMP Agent .... started! but agent is not started ..... what is the error ?
Share Manage Resource privilege
Hi there, Your document says that I can share a resource with another user and give the user "Manage Resource Privilege". I shared a resource with a user and gave "manage resource privilege" at the share screen. But the user can't manage the resource, meaning the user can't share the resource with other users. When the user logs-in, the user doesn't have resource tab. This Manage Resource Privilege, I found, only works when the user who receive the privilege is one of "password admin". Is this a
downtime run of weekly
Nice to meet you please let me question. The execution schedule : though "Every week" has been selected when Downtimescheduler is added. It becomes "Mon, May 2, and 2011 At 00:00:00 AM", and the setting doesn't become effective at the intended time zone. Please teach the method of improving this.
Bug with $RequestLink variable
I am using SD+ 5.5.0 build 5505. There is a bug with the $RequestLink variable in the email notifications. When I try to make a change to a notification template, even when I don't actually make any changes (open the template and immediately click Save), the link gets messed up in the database. The link should look like this in the database: <a href="$RequestLink">$RequestLink</a> Instead, it adds the server website address in front of it (in this case, the server is named svcdesk): <a href="http://svcdesk/$RequestLink">$RequestLink</a>
How to turn off Email templates
I would like to turn off some of these templates , how i can do that ?
Position of POP UP CALL ALERT
Hello, the CALL ALERT pop up is always in the bottom of page. When the list il too long is not functionally Is it possible to change the position of pop up Alert in top? Thank You Alberto
Accidentally made account inactive- need it back
Hi, I've accidentally made an account inactive, but I need to get it back to active. Also, this account and 4 other clients have the same domain name (we host them) so all of their requests are going to the same account- but I need to split them up. How can I do this? Thanks!
CTRL+ALT+DEL Windows 7 with Agent installed
Hi, For some reason I cannot get ctrl+alt+del working on any windows 7 machine with the agent installed I noticed this was an issue in previous versions but was stated that would be fixed I am currently using build 8007 can you advise Kind Regards
ManageEngine v9 CBQos Problem
Use Netflow analyzer CBQoS to monitor router QoS policy, when click "check status" wait 10 secs the message response "not abailability" any ideas? router already open snmp community.... Thanks
Service Desk - Problem with Preventive Maintenance Tasks
Hi, I've got problem with preventive maintenance tasks. I've got 47 tasks and most of them are generated daily. They're monitoring steps and our daily processing tasks. I've observed that sometimes not all of tasks are automatically generated (!). The tasks were prepared instead of paper checklist and to monitor if every task is completed before overnight batch processing. (if not, there could be serious problem related to business). Please provide information where could I find logs of task generation
Hide requests for users and only visible for admins or certain users?
Is this possible?
sdp time problem
hello; SDP product is upgraded to the latest version has been problem-hours settings. If the client sets the clock and the SDP is the difference between the 8 hours. server time settings correctly
Which SQL versions are supported?
For version 7 which SQL versions are supported?
Allow customization of email alerts
Hello, Running Opmgr 8723. I know we can edit the mail.conf file to change the look of the emails sent, but what about allowing custom files depending on the message being sent? E.g., if a service is down/up - mail-servicedown.conf/mail-serviceup.conf If a server is down/up - mail-serverdown.conf/mail-serverup.conf This would allow us to add custom messages like "next steps", etc. Thanks!
service desk 8 worth the upgrade from 7611?
hi i am quite happily running version 7611 but have noticed that i am now quite far behind given 8010 has just been released. in the past i have quite a few issues upgrading from 1 major version to the other (often did it around version x.03, 04 so perhaps too early) and have ended up wasting days in getting things fixed. so do you think it is worth upgrading from version 7611 to 8010? i am the only person using hte system, it is virtualised so will snapshot it before doing the upgrade but still
VMware - preventing discovery of virtual desktops
Using OpManager 8 (8723) We have added a number of ESX hosts and it picks up the virtual servers fine. However, we would like to add the hosts for the virtual desktops without the desktops being added to OpManager. We don't want to manage them or have them affect our license count. Is this possible please? Many thanks John
Software Audit - underlicensing
Hi, we are about to undertake an audit of our physical assets as recorded by ServiceDesk Plus and I have a question around how a product is detected as licensed/underlicensed: Does SD only consider a PC underlicensed if it has the state "In Use" or will it consider it underlicensed if it is in any state, including user defined states? Ideally, we would only wish to consider items In Use as requiring a license, not In Store. Thanks, Ade.
Can't delete old routers or create certain other ones?
Hi all. I have two related problems. 1) I have two entries under “Routers” that, when I click on them, I get the message, “Unable to find object”. I need to delete them and recreate them, since the devices with those IP addresses have changed. I tried the repairdb.bat/sh procedure, and it went through with no errors, but the problem remains. 2) I cannot create a device with one particular IP address of 192.168.y.z. When I try, I get the message, “Entries for the device are either partially
Spelling error
I'm running version 8.0.0 Build 8010. On the Contracts page, if you look at an existing contract, the Assets section heading says: Assets(s) And it should have a heading of: Asset(s)
problem sending notifications from a problem ticket
Using the latest build When I select the notification button in a problem, I cannot send the email. It seems like the smtp server being used is not the same smtp server set up in the administration>mail server>outgoing mail server settings Note that we can send email through incident tickets without any problems, just not in the problem module
Modify Users - Change OU
I am having trouble getting the option to move a user to a different OU when I choose the Modify Single User option. I know when you setup users, you can specify the OU to create them in, but can you move them once they are created through AD Plus?
Eventlog Not Alerting IAS Event
After shutting off IAS and turning it back on I no longer receive IAS events 1 and 2 even though it's being logged on the server. We have an external service that alerts as well and it is picking up the alerts. However, Eventlog Analyzer doesn't log or alert it. What do I need to do?
Using Netflow Analyzer on VMware
Has anyone used vm for either collectors or central server? We have a push to remove standard servers and move onto VM's.
Two Different Service Emails
Hey guys, we just recently implemented the latest version of ServiceDesk, and we're quickly getting used to the program. I guess this could fit under multiple forums, but I picked Tips and Tricks just to play it safe. Is there a way we can have multiple emails for the service desk creating tickets? Right now, it's setup so that all emails come from HelpDesk@domain.com, but we have email configured so that all mail sent to HelpDesk automatically opens a new ticket. So, I guess that's really two questions:
Problem while discovering the workstation
Hello, Sometime while we are scanning the network at SDP, we are having problem while discovering the workstation message. When i check the troubleshooting steps. There is any specific troubleshooting steps for this message. What can be the cause of problem while discovering the workstation and related troubleshooting steps? Thank you.
Allow editing of contents of Pick Lists
Currently if you create an additional field (eg for an Incident template) you cannot edit the contents of the pick list. You can only delete and re-enter. It would be useful to allow an admin to select an item in a Pick List and allow it to be modified, for example to correct a spelling mistake.
Automatically add time spent to a ticket when set to resolved
At present a technician has to manually record the time expended on a ticket even though there is a timer running. This can lead to incorrect time being reported since a technician has the ability to record more or less time than actually expended. It also relies upon the technician remembering to keep an accurate record or to make an accurate assessment of time expended. So, IMO, when a ticket is set to Resolved, the time as measured by the timer should be entered into the techncian's work log.
Clearing Asset Discovery history
The Asset Discovery feature is extremely useful. However, if you are asked to perform an asset audit ad hoc, there is no way to clear the discovery history (although this feature is available for scheduled discovery tasks). If asset discovery is being performed over an entire domain, the history for that domain should be cleared before discovery. If asset discovery os for a single machine, the record for that machine should be cleared before discovery.
Sort work log
We would like the work log to be sorted by 'Executed Time'. Currently, it seems to list the work logs in the order that they were created. Please and thank you.
manual "response" to requests
Currently the only way to respond to a ticket to meet SLA is to send an email. We need to be able to respond by either adding a note or clicking another manual button for example as not all our customers have email addresses registered and 90% of our calls come via the phone and our response could be a return phone call or remote access. Currently we are unable to report on response SLA due to this limitation. It would be ideall if something could be implemented to address this in the very near future...
Blank page !
Dear support , I have big problem , when i connect some device , i have blank page http://opmanager.abc.com/devices/objectdetails.do?requestid=SNAPSHOT&name=192.168.39.36 I using Opmanager version 8723 . 1. The opmanager so lowly , and i shutdown the opmanager and restart server 2. After restart server , i start Opmanager , but it's can't start with error inside addon check Windows 2003 Unable to start Mysql deamon Unable to create database Exitting Opmanager 3. I using Reapairdb.bat to repair ,
Why not have a widget for every possible monitor?
I would like to create a dashboard or view that shows my routers along with their temperature and utilization in one so I dont' have to drill down into each device to see these values... It would be nice if OpManager gave more flexibility to the views you can create..
Do not sort Urgency list alphabetically
Currently the Urgency list is sorted alphabetically - High, Low, Medium and Urgent. This is not logical since you would normally list them as: Urgent, High, Medium, Low I have had technicians and users saying they find the current set up confusing and difficult to follow because of the alphabetic ordering. I suggest that you remove the alphabetic sorting.
Query report_User Details
Hi, Please provide as a query which will provide the details of the technicians with their roles assigned. Thanks in advance Silsha
Tasks assigned to a Request
I have a request template for employee termination. In the subject line of the request I put the employee's name that is being terminated. How do I get the subject of the ticket into the assigned tasks that are emailed to the assigned owners so they know which employee to perform these tasks on? All that is emailed right now is the description of the task.
Font size and @
Hi, We are using SupportCenter Plus and are having two problems. 1. When we reply to a request the font size is way too small. We have to manually change the font size and that uses alot of our time. 2. when we are writing an e-mail to our customers the font size suddenly changes to a bigger size as soon as we type in @. It is very annoying since we use @ alot :) (It seems like it has something to do with the Heading button (CTRL+ALT+2) Can you please reply to me on these matters with a solution?
Choosing technician off a template does not save the technician after 8.10 upgrade
Hello, After upgrading to 8.10 we noticed that when we choose a technicians name from a template then save the ticket, it does not save the technicians name. The technician has to then go into the saved ticket, drop down the technician field and choose their name again. This was an issue that only appeared after upgrading to 8.10. This does not happen for the administrator account. Any suggestions on where to start with this?
HOW TO: view logged in windows username after asset-scan
I'm testing this tool and came up with a question. So what i'm wondering is the following: At the moment i've added 10 desktops. I have linked testdesktop 1 to user 1, testdesktop2 to user2 and so on. Now how can i retrieve the account on which the user logged onto windows ? And how can i immediatly say after the logon-scan, link the logged in user to the assed that has just been scanned? So if user1 logges in on testdesktop1 in the morning and he logs on on testdesktop 2 in the afternoon, that desktop
SSO via a separate authenticating application?
We have a need to authenticate users via a separate web application then pass the user on to other trusted web applications, one of which is ServiceDesk Plus. In other words, we need SSO where another application is performing authentication, then (for example) passing the trusted token on to ServiceDesk. A federated security solution looks like it might be a good fit for our other applications (for example Windows Identity Foundation services) and I wanted to know if this could be made to work
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