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
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
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