ServiceDesk Plus 8010 RELEASED !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Following are the list of issues / enhancements addressed in this hotfix ( 8010 ) release. Enhancements in 8010: Home SDF-36468 : Based on globalconfig table entry, PendingApprovals in the Home tab will
Unable to install agent from Build 70203
We are currently running MGE Desktop Central Build 70011 in our production environment. We are now testing Build 70203 in our development environment and are running into an issue installing the agent from SOM on this build. We are installing the agent on PCs that had the agent successfully installed from build 70011 (the agent was uninstalled successfully from this environment as well). When we attempt to install the agent from the 70203 build, the error message "Unable to get the agent status.
New Ideas in OPM
Dear All, We wish to show the features in OPM product as follows: - Idea#1: Ability to show as graph the selecting particular interfaces on one network device. - Idea#2: Ability to group the selecting particular interfaces on several devices. Please refer to the attached file. Thank you in advance.
AS Collection
When I go to view AS Collection information (tab: Autonomous System View) the one hour period always shows "no as data to display for selected time period", if i select 'last 6 hours' from the pull down, i see the expected results. When I evaluated the software, the trial version would show the AS info for the 'last hour' selection. When we purchased the software i installed it onto a new machine. I've not seen the 1 hour AS data since. any idea what i might need to tweak to see this working
Merged ticket still firing group assignment not picked, and SLA response due notifications
A technician merged a ticket into an existing one, but the newer (now merged) ticket is still sending out notifications that it has not been picked up, then that its sla response is violated. While there are a number of ways to handle notifications that would be legitimate, I don't feel this is one of them, as there is no way to access the merged ticket and supply a 'response' event or 'assignment' event to turn these notifications off. Do you have any advice? /kdl
Forward Schedule of Change
while change completion dates show up on the scheduler if one views the assigned technician, it would be helpful to have a view of changes from start date to completion date, all in one view, by team, or by technician assigned. Changes would be represented by a bar extending from start to end date. If multiple changes were assigned to a technician this would be apparent from viewing the by technician view. If one adds change resourcing with a percentage utilization system field to change mgt one
Add Notes to ticket - how can we sort last updated ticket?
How can I sort the tickets with the dates of added notes? If I select "email rep," only 1 person would be notified about the note. Is it possible to show on the Home Page that would display customized views like: "tickets with new notes added to Support Group tickets" "tickets with new notes added to Tech Group tickets" "tickets with new notes added to MY tickets" This is a big problem especially when a ticket is closed, and if I add additional notes without notifying the (one) rep, there is
Adding number of days open to report
Hello, I would like to the number of days since created to the following report. This report is being run on a mysql database. I had opened a ticket before, but did not get any notifications that it had been posted. I would also like to order by support rep, then number of days open, then customer. Thank you, Shawn SELECT ti.FIRST_NAME "Support Rep",wo.WORKORDERID "Request ID", std.STATUSNAME "Request Status",org.NAME "Account",aau.FIRST_NAME "Contact",wo.TITLE "Subject",cd.CATEGORYNAME "Category",longtodate(wo.CREATEDTIME)
Password Manager Password Reset Listener
Can someone send me a screen shot of how Password Reset Listener should look? I am trying to change the password on 3 MS SQL service accounts, SQLSERVERAGENT, ReportServer, and MSSQLSERVER however MSSQLSERVER never stops becuase SQLSERERAGENT is dependent on it so I want to run a script after the password is changed to start and stop it. Here is the script, strComputer = "." Set objWMIService = GetObject("winmgmts:" _ & "{impersonationLevel=impersonate}!\\" & strComputer & "\root\cimv2")
Help understanding traffic graphs
I have been assigned to take over monitoring our bandwidth. We have NetFlow Analyzer set up to monitor our edge routers. I am having a hard time understanding the traffic reports. In particular I want to monitor bandwidth utilization between one of our firewalls and a remote site. Al traffic is through an IPSEC tunnel. The far end is a 10Mb connection and my end is 200Mb. The IP group is set to include the IP address of the far end of the VPN tunnel. If I go to the IP Group -> Traffic -> Speed
ServiceDesk Plus - MSP 7604 Released
We are pleased to announce the release of ServiceDesk Plus - MSP 7.6 build 7604. Enhancements made MSPSDP-2022 & MSPSDP-FEATURES37: Account based notification rules for requests MSPSDP-2052: Choose default site for an account [Common site should not be created] MSPSDP-2503: Ability to customize mail sender nameBehavioral Changes MSPSDP-2507: Support e-mail address for accounts is made not mandatory MSPSDP-2509: Only an SDAdmin can apply the product license. Other technicians
Problem Running Powershell in Notification Profiles
Hello, i have an issue with notification profiles. I have created a "Run system command" notification profile, that failed. Bellow i detail the configuration of the notification profile: Command String: powershell.exe -c "E:\scripts\EnviaCorreo.ps1" When i push the test button, it appears "Command Executed Sucessfully", in the task manager of the opmanager server the process powershell.exe is executed, but the script isn´t executed. The scripts works propertly if i execute it from the command line
Changes required in OpManager
Hi Team, I have deployed OpManager at the mulitiple clients and Observed that it requires some additional changes. Please suugest me if there is any other workaround for the below mentioned queries. WAN RTT - Selection of router tab needs to be widen in Settings Tab while adding Link details as complete hostname does not appear in it - Once we have set the threshold (upper limit and lower limit) and Notification profile there is no provision given to edit it once again - The link added in Business
View Request by Last updated time-stamp
Are there plans to add the option to view request in the order of the last time updated(last note, e-mail sent/relay...etc) It would be helpful for myself and others to be able to sort the request for all my techs by the time tickets had any last update. I've seen other request for this feature (http://forums.manageengine.com/#topic/49000002673411) and it was one of the reasons we went with Service Desk Pro as our helpdesk solution. Is this still on the radar(soon) or has it been scratched? Thank
"Your request to move the selected computers is being processed"
Hi DC Team, Please fix this problem with my DC.. I am getting the message "Your request to move the selected computers is being processed", with this I am unable to move the system to other DistributedSites nither I am getting the option "Add/Remove Computers Install/Uninstall Agent". I am trying this since 48hours in my Network, we are your Enterprise License Client, please look into the issue ASAP. Regards, IT Team
Busines rules: Routing mail ticket to SITE
Hi, i have set up various mail address aliases for different sites. Something like "support.site1@domain.com" or "site.site2@domain.com". All aliases point to the same mailbox which is the one SDP fetch from. That is working fine. Now i'd like to route those mail ticket to the right site tecnicians, but i don't know how to do it. In the business rules the only way i can intercept these mails is in the "Default Settings" site. Unfortunately as i interecept them I don't have a "Assign to Site" action
OP Manager Full Server Specs report
Hi all, Please can someone guide me on how to create a report that has the following. |Server Name | OS | IP | CPU TYPE | CPU Cores | RAM Amount | HDD Mount point | HDD Size | HDD Usage |
User Manual
When can we aspect the user manual to be updated? As I would like to know how to setup all the new features Regards, Hoya Admin
Triggering a custom script upon an event
Hi, Our implementation team has an initial thought of extending SD Plus by means of a custom script that will be triggered upon an event in SD Plus. (Creation of a ticket request etc) The custom script (construct a SOAP/XML-RPC/REST request) should be able to retrieve information from a created/updated request in ServiceDesk Plus and send it to an external system Will it be possible to achieve this? Thank you so much.
Configuring NetFlow Analyser
Hello, Am a new NetFlow user with little to no experience about how to configure routers and ports etc to send bandwidth data to the central server. Would appreciate anyone with the experience to offer some advise on how i can set up all our routers to send usage information and to the NetFlow server and also be able to generate and/or send graphical usage diagrams. Many thanks, Kind regards, Jericho
Firefox 4
I have firefox 3.6.16 now and I tryed to upgrade to firefox 3 and it did not work why?
Responded time
Hi, I was wondering if this is something that can be reviewed and looked at in a later release or if anyone has any further comment. We need to report on Response Time SLA's - a ticket will be logged by a user either via phone, email or web. Our response SLA is based on when a technician actually responds to the request to start work. I have noted that the system only populates the Responded to field when an email is sent from the request - that is from within the request the tech replys to an email
3 User Limit - User Deleted Removed - Can't add Another
Once the free version of Desktop Central MSP has 3 users created, it changes to "Upgrade your license" so that you cannot add a fourth. However, I had three users, removed one, and cannot add another. Please advise if I can get some help, or if not because I am a free user. I plan on purchasing the software at the end of the month. Regards, Jerry
DC 7 still identifies one of my member servers as a domain controller?
I run desktop central 7 but I do not have any agents installed on my servers, only on my workstations... one of the daily reports I receive from desktop central is the Domain Controllers report. (View Domain Controllers available in active directory). This report still shows a DC that I demoted a good month and a half ago(and is now just a member server). Where is DC pulling this information from?
cisco switch MIB
Dear Sir, I need your help, from where i can download the MIB for Cisco (WS-C4503-E), in cisco site there is a lot of MIB which one is correct Thanks Samir
ADManager and Exchange 2010
We upgraded our ADM+ to the latest version in order to create accounts with mailboxes on our Exchange 2010 server. The problem is that I can't see seem to get the 2010 Exchange server to show up in ADManager. Our 2007 Exchange server shows up and we can setup templates with that server but not 2010. We are able to manage the 2010 server from the computer running ADManager by using the Exchange 2010 Console so is there something I am missing to get ADManager to work with Exchange 2010?
One site, multiple time zones, how to handle SLAs?
Hello. We are new to SDP and have not yet rolled it out to our users yet. We are a smaller company, with requesters spread throughout the USA, hence different time zones. All of our Technicians are in the eastern time zone, except for 1. He is in the pacific time zone. We cannot use sites because all of our users need to be able to view all requests. Therefore we have 1 region, USA, and 1 site, Everyone. How is the best way to handle our Service Level Agreements? Because if my California Technician
On-screen popup for incoming calls
Hi again, I have defined three asterisk sip extensions, all in the "default" context. I have two of them assigned to support reps (one is administrator, another one a support rep created by me). All three extensions are registered in asterisk and dialing from any of them to any other works perfect. Click-to-dial works on both extensions assigned to support reps (and I get the on-screen pop for the outgoing call). The problem is now when I log with a support rep and call the extension assigned to
Does not support multi slas for differente customers in MSP - Multi Service Provider???
Hi, my company bought the ServiceDesk Plus enterprise - MSP 7.6 for Managed Service Providers, considering that it could support multi client. however i realise that i can't create/define various slas to various clients. How can it be done? Best Regards. Miguel
Stability update
To the Opmanager Team, Running Opmgr 8723. After using this product for years and struggling with stability and reliability issues, we have finally gotten to a point where the server can run for weeks without crashing or restarting the service. Old setup: versions 6-8721 2003 or 2008 Virtual machine with 2gb and 1cpu monitoring 500 devices (physical and virtual) Common issues were high cpu and memory usage and random crashes, constant service restarts. Existing setup: versions 8722->8723 2008 R2
Account Additional Field
How to add some additional fields for any Account to hold some more information about that account, there is no additional field option available for either Account or Site
Compare products
How do users compare other Help Desk products (like SpiceWorks or Enterprise Wizard) to ServiceDesk Plus? I am demoing SeviceDesk Plus and I like the features but - SpiceWorks is free.
Purchasing Module Notification Rule - Addition
We are using the Purchasing module for all orders in our IT department. We would like to see the ability to add an automatic notification rule when an order/item is either received or partially received. This way our purchasing department could automatically be made aware of the receipt of an ordered item. Thanks!
Delete all Requests (more than 30000) from DB
Hi, The UI option is not workable as the number is high. What are the steps to delete all Requests. These requests were generated during testing of integration of external applications via the API. Thanks sV
link description to dropdown
So i've got a question: Lets say i have the category : hardware hardware has its subcategories: printers,servers,screens,desktops,laptops and so on. Now lets say i select Hardware with subcat: desktop i want to to have following text in the description box: serial-number: pc-name: brand: if i select an other subcategory i want it to automatically adjust the text in the description. Now is there an other functionality that does the same? Or can i create a plug-in to do this?
Interface Reporting Statistics Period
We have a problem where we can't report beyond 6 or 7 day period on traffic statistics for a specific switch interface. Is this a known issue or are we experiencing problems with our install/config? We need to have the ability to be able to assess network performance and troubleshoot related problems. We are running build 8723 thanks.
Opmanager Notification
Is there a way with Opman notifications to know which service failed each time or Monitor, and have it maintain that information in the header of the sms message? Like Opman outage: SQL server, Windows Service SQL Server, or any monitored service? Or if its a file monitor that fails have it change to that? basically have teh SMS or emails be more descriptive with out being several messages long in SMS? -Jeremy Mayfield
No Data showing for 7 day
I'm getting the reports to work for all other date/time ranges except the Last 7 Days, this is happening in Disk Utilization/Memory Utilization/ CPU utilization monitor. I just updated to the latest hotfix 8723 to see if this would be fixed but we are still having this issue. Has anyone come across this and know how to fix it? Dan
ILO2 Management
Hi to all and sorry for my English. I have a DL380G5 server with ILO2 management card. Windows 2003 SBS is installed as operative system with SmartStart management software. OpManager found 2 server - Interface of ILO2 (with ILO2 IP) that is reported as domain controller. He found Active directory. He found this via SNMP but WMI check failed (i think obviously) with domain parameters. - Interface of Windows 2003 (with Windows 2003 IP) that is reported as normal server. Here my questions:
Problem with Reply to a Request
We are running SDP 8.0.0 Build 8010 on a Windows Server 2003 with SQL 2005 DB. Since a few Days, some of our Customers ( 5 at the Moment) cannot reply to their own Requests. AD Integration, SSO and logon to the SDP works fine, but if they press the Reply Button in a Request, the new Reply Window is coming up, but nothing happens, the Window is "blank" and flickering. Any Suggestions ?? Thanks in Advance René
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