Duplicate Technician Group names after upgrade
We recently upgraded from ServiceDesk Plus 8.0.0 Build 8005 to 8011 as well as moved the application and data to a new server. We have encountered a problem where users will access a Request and attempt to assign the request using the available toolbar. When attempting to choose group from the “Assign Group and Technician” form, the “Choose Group” dropdown menu is showing multiple duplicate entries. For example: Choose Group: Incoming Email Tickets IT Secure
Search
Everytime I search software the results appear and the search defaults change back to search in requests. This can be quite annoying when doing multiple sofware searches. Searching under workstation will do the same thing but the search box defaults back to assests. All other seaches retain the seach catagory for each search.
No option of Postgresql database server when clicking New Monitor in appmanager9
Hi all , I have installed applications manager 9 on windows, build no is 9500, and its free edition. when i click on New monitor earlier I used to get the option of Postgresql under Database Server. All of a sudden today when I wanted to create a monitor of Postgresql the option itself is not coming , I have only DB@, ms sql, mysql, oracle and sybase under database server. Please let me know what i need to do to get the option of Postgresql. Waiting for response Thanks Niyati
Normal Map view
We are currently running version 8723 for our customer and we prefer to see the normal "MAP View" for the business view. Previous versions allow you to select 3 types of view, List View, Map View and Traffic Map. However on our version only able to change it to either List View or Traffic Map view. Is there a way to change it to Map View. thanks.
Let a Windows Event clear a raised alarm (also raised by event log rule).
Hi, We made some eventlog rules: - Event ID 17, description "Installation ready" -> Raise attention event "Windows updates downloaded intall them and reboot server" - Event ID 21. decription "Restart Required" -> Raise attention event "Windows updates installed, please reboot server". - Event ID 2013, Source Srv -> Raise critical event "Disk has less then 1Gb free space" I would like to have a feature wich can clear above alarms by another event. For instance
Business Rules suggestion # 2
Currently, you can set up a business rule based upon the service category. There are cases where you might want most of the services under a particular service category being directed to the Service Desk with the remainder being automatically directed elsewhere. For example, your organisation might require all requests to have an account enabled referred to the Information Systems Security Officer for approval. Under the User Management service category you create a form called Enable Account.
DNS resolution not working in Build 9000
I've recently updated to Build 9000 and have noticed that DNS resolution is no longer working. I'm running on Ubuntu 10.4. DNS resolution works on the machine the build is running on and I've not changed any default settings in the admin panel. When I click 'resolve DNS', it looks like it 'tries' to, but then just shows the IPs again. Anyone else seeing this problem?
Different value between ping service and availibity in report
Dear sir, i've got a problem when i generate weekly report, my server (called : x) got different value between Ping service and avalibilty server, after crosscheck, i knew that availability server show 100 %, it should be less then it, because the server has restart before, but in Ping report show the right value 99,8 % (about 5 menit downtime) . Note : Availibilty collection using SNMP (Poll : 5 minutes) Ping service pool 5 minutes. Please need your help. Many thanks.
How to monitor custom performance counter in APM9
Hello all, I need to monitor the performance of my application, I wrote custom performance counters and monitored them with perfmon but since my application run on several machines I need a tool which can monitor the whole system (aggragate the same counter accross the different machines, user-friendly display, graphes and so on) so I've decided to check out APM9 I've read that it monitors counter throw WMI but didn't see example on how to do it. Thanks,
Issue with Sharepoint monitoring
Hi I have configured a Sharepoint monitor, most of the Sharepoint widgets are blank, not seeing any information displayed. Server is running Windows 2008 R2 with Microsoft Office Sharepoint Server 2007. SQL 2008 backend on another host. Windows account im using is a member of the Local Administrators group on that server, and is all defined as a "Sharepint Administrator" within Sharepoint. I get no errors when adding the Sharepoint monitor. I've tried clicking on "Poll Now" but dont get any
Provider services in Purchase Module
Most of the time when we buy equipement (Router, switch, server...) we have some installation fees. What is the most common way to add and assign this fees for the assets ?
IE 9 and Active X controls
I just installed IE 9 and now cannot view my remote control desktops. Which active x controls need to be tweaked to allow me to view desktops again?
Users on this Helpdesk Software
My intention in using the HelpDesk is to provide a support for any number of users of our software yet is seems to treat outside users as employees? Am I missing something? Why do have an employee ID for a Requestor that has no connection to our company other than they bought our product ?
Query Report_ Ops task list
what query would we need to run to get the results on "Ops task list w/c"field?
Cannot send request notifications to external clients?
We have been very happy with Service Desk but are currently rolling the product into our customer service team for tracking issues and encountering problems sending ticket numbers to those people. Internally it works correctly, sending messages to internal members when they email to support email address. Sending to the same email address from an external (say Hotmail or Gmail as examples) causes the request to be raised but no ticket is sent back to the originating email address. Looking at the
Juniper SSG320M URL filtering
someone can explain me if it's possible to integrate the firewall analyzer with an SSG Juniper that has the URL filtering applications, in order to create reports on the Website Details?? And about Website Details report are they for firewall with URL filtering purpose only? can i remove website details on my report to with gerenate? ManageEngine Firewall Analyzer 7 version in use. thanks!
File not found Exception Import CSIAction importing CSV
Hello, In SD+ while I´m importing a CSV file to my assets inventory, I select the file as TI kind and workstation type, click the next button, and then SD+ send me the error: "File Not Found Exception Import CSIAction" ...of course the file is created and correct, what can I do? I´m logged equal as technician in SD+ and root in Linux so I don´t think is a problem regard to permisisions. Do I need to check something else? ...What? Thanks,
Servlet API edit duebytime on update request
Hi, I tried to do a operation='UpdateRequest' on the duebytime field on a request but the field doesn't get updated although the operation is successful. I followed the string format here http://forums.manageengine.com/topic/api-enhancements dd MMM yyyy, HH:mm:ss eg, 23 May 2011, 11:00:16 We are using version 7.5.0 Build 7509 Am I doing correctly? Please advice. Thank you so much.
configuring server time zones
Our SDplus server is hosted in the PST time zone and all our agents work in the EST time zone. Without changing the actual windows O/S time zone, is there a way to set a global time zone for SD plus so that SLAs are calculated by EST times? Currently, our work around has been to add 3 hours to all the SLAs but I'd like to know if there's a better way. Thanks!
Deleted fields from default incident template still appear when editing requests
I seem to have a quirk inside of SDP that I don't understand. Our organization had me modify our default Incident Template and several fields were removed as we don't use them. One of those fields is "Impact Details". After removing it we found no other place for us to enable or use this field when we go through all of our configuration settings. Yet if we pick any ticket from our request tab, then click on Edit Request we see the Impact Details box. Either we missed a configuration setting or we
Slowness and 404 file not found error
Hi all, When I tried to use PMP I see a very slow response from the web application and sometimes I received 404 file not found error in PMP home page. The CPU and RAM Performance seems to be ok. Is possible to recycle the WebApplication or improve the user experience? Thanks Luca
service catalog templates not assigned to group
hi , i face illogical problem that is service catalog templates not assigned to group when the requester is " technician " but it assigned correctly when the requester is normal user not technician . what i can do , please ?
Solution Notification Emails
Hi, hoping you can assist with this issue. When a solution is approved an acknowledgement email is sent to the author; and a notification email is sent to all technicians - this works fine. When an existing solution title is edited, and then approved again, the emails above are all sent, but they have the incorrect Title. The "old" title is still used instead of the "new" title. I have tried removing the $Title variable, saving the template, and then adding it again - but same issue occurs.
Is there a way to import associated assets?
Hi, I'm importing a spreadsheet of monitor info. One of the columns lists the PC the monitor is associated to. When I try to import the spreadsheet, "Associated Asset" is not a field that can be mapped to my spreadsheet. I see User, Department, and Site are fields but i do not see a field for Associated Asset. Is there a way to successfully associate assets when importing? Thanks in advance!
Accounts: How to handle tickets you don't want customer to see?
What is the best way to handle tickets you don't want an account to see? For instance, there is time associated from a Purchase Order generated. Engineers still need to assign time to work done; but I don't want customer to see the detail of this flat rate work. Do I create another account called: 'Same Account Name - our eyes only' type of thing......I think it would work for billing purposes since it would be split from regular ticket billed items. Input?
Asset Scanning Issue
Dear Manage Engine, I have installed the Asset Explorer version 5504 as a remote server and did the domain scan, in which most of the PC's turned out with RPC and DCOM errors, but when I manually scanned as an individual PC i am able to scan it successfully.(I did this for around 80 PC's because i did not have any other option) What does it mean, the Windows Domain Scan fails and Individual scan works. Sometimes it scans at the first run and the second run it comes up with Errors. While uploading
HOW TO: set USB printer as assets?
How can i link a USB printer (found in the "hardware" tab) as an asset to a workstation? So that when a requester poses a question, he does not have to link the asset to its workstation BUT immediately to the printer in question. So then there is a request/incident-archive possible per asset and not only to that workstation. So i can select a printer and see if it has recurrent problems or not. I can see which problems the device has had in the past and so on. Is this at all possible or not? Thanks
DE 5550 Cisco Backup operation
Fresh install of version 5550 on Windows Server 2008 R2 64bit. Unable to backup any cisco configs. Failure shows extra characters and or early break somewhere in the destination file name. Example below.. not sure where it got 301_configfile.txt from. Same issue on other devices but with various syntax at the same prompt. Entered into the enable login mode successfully. copy nvram:/startup-config tftp %Error opening tftp://10.10.1.131/301_ConfigFile.txt (Timed out) SS1040S_C4506_2F#copy nvram:/startup-config
Updating DeviceExpert Linux from the CommandLine
Is there a way to update DeviceExpert for linux via an SSH shell? We do not have a GUI installed on the server and the UpdateManager.sh script is telling us that an X11 interface missing. Is there a way to perform an upgrade from a shell prompt only?
Win 7 desktop gadget?
Is there a Windows 7 desktop gadget to monitor netflow with? We have netflow 7, but instead of a keeping a browser window open, I'd like a desktop gadget to see the flow on our border router.
Cannot start as service in Ubuntu 10.04 Server / Netflow Analyzer 9: wrapper: not found
Hopefully someone can point me in the right direction: I've got Netflow Analyzer installed and working, when run from the command line. I'd like to get this running as a service. I've executed the linkAsService.sh and it's put a link in the /etc/init.d/ directory. However, running the /etc/init.d/netflowanalyzer start command results in a error: 'exec ./wrapper: not found' Same results if I hardcode the full path in the na_service script to point to the wrapper file and wrapper.conf file. Wrapper
OpManager fails to start sporadically
Hi, I have an installation of opmanager in a virtualized Debian machine, which very often fails to start because of this: 11:17:52:786 AM Exceptions in Print Message --- Check websvr Connectionjava.lang.Exception: http://localhost:80/unauthenticatedservlets/com.adventnet.nms.servlets.ConnectionCheckServlet 11:17:52:786 AM Failed to establish connection with web server. Gracefully shutting down OpManager. It seems to be probing the webserver before it actually serves request, if I retry the startup
Manage Engine Netflow Analyzer 7
Hello, I have netflow setup on a Cisco 3845 IOS router. But all the interfaces on the router are not being polled by the netflow. How long does it take for the analyzer to show up all the interfaces it is collecting the data from? Thank you.
Manage PC's on remote network
I am trying to manage computers on a public network. I have installed a second nic on my DC and have configured a static ip address. I push the client to the workstation and everything seems to work, but when i tell DC to scan the client, the scan fails. The communication between the two doesnt seem consistent, sometimes i can ping the dc and at other times the ping fail. Am i setting this up incorrectly? I also tried configuring the wan agent with the new ip address of the second nic and i get the
Client PC File Search?
Can I use Desktop Central to search client PC local drives for a certain type of file and report on the findings? Specifically I want to find out which PC's have Outlook PST files (*.PST) stored on their local drives.
Probilem to update ServiceDesk from 8.0.0 build 8000 to 8.0 build 8011
Hi, I am having a problem to upgrade system from8.0.0 build 8000 to 8.0 build 8011 Every time upgrade manager says error occurs but I can't even check logs. When I click show logs it shows blank window. In the application background window there are many lines : Is it only me affected with this issue? I couldn't find anything on forum. Thanks Piotr java.io.FileNotFoundException: .\applications\extracted\AdventNetServiceDesk.eea r\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\Thumbs.db (Access
restrict rights to modify assets
I'm evaluating ITSM tools to implement ITIL processes. In my company we have 2 teams of IT technicatians - each of them should just manage its own assets - In the SD+ test, Ive not yunderstood if itit possible to restrict the modification of assets information to only one of the 2 groups? I mean all users can see all data, but each team member shall only be able to modify its own assets... thanks m1x
How do I remove an association of a threshold to an attribute
I accidently added a size restriction threshold to the Free Space % attribute and now I cannot remove it. I've managed to remove the alerts based on this association but I cannot remove the threshold and so the monitor keeps reporting it as an issue I believe. How do I remove the association on the alarm for the monitor? Thanks, James.
Can I migrate a database from one server to another with different builds?
I have a mysql database on build 8721 and I want to migrate to a MSSQL 2008 database on build 8810. I have attempted and get the error: Unable to restore data. Make sure the build number of your installation and the one in the backup is the same. Am I doing something wrong or can this not be done?
Truncate of thread dump stack trace
When I generate thread dumps from within AppManager the individual thread stack traces are truncated. Anyone know how to get to the entire trace?
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