Application Manager
Hello ManageEngine, We have hired an applicaiton manager for a specific ERP application. What I am trying to accomplish is the following. - Let the application manager log in to Servicedesk Pro as technician. (easy) - Show him only the calls assigned to him. He must be able to view / edit / close calls etc. - He needs only the technician rights on the calls assigned to him. - He should get mails when a new call is assigned to him. I have setup some different sites but the are not sellectable in the
OEM Operating System Licence
We have a number of Windows 7 workstations. Some were purchased with an OEM copy preinstalled, some were installed with a volume license. in the software licences section of ServiceDesk we can see that these OEM machines appear with identical product IDs (12345-OEM-12345678-12345) Is there anyway to have SD recognize these OEM product IDs and not require us to assign them a license? creating licenses (either single or OEM) does not work as these licenses are applied to all the machines regardless
Agent installed but machine has been formatted
Hi, We have a number of machines "in store" than we've formatted and at some point in the future will re-issue them. The problem we have is that these machines in the past had the Agent installed and we have no way of uninstalling the agent as the machines have been formatted. Is there some way in ServiceDesk Plus that we can go into each asset and tell it that the Agent isn't installed so it doesn't show up under "Agent installed workstations"…maybe using a report query with SET? Thanks, Steve
How reconnect to a deleted (and reimported) requesters old request?
Is it possible to reconnect a deleted requester that is reimported ones again from AD but getting a new user-ID (by design) in the database table "aaauser"? Isn't there any way to merge or change the users ID so the reimported user can inherit his/her old requests? Could it be possible with some SQL-commands? Regards Gus
How to convert Technician back to Requester
How do I convert a Technician back to a Requester? The person moved to another department. Thanks
Remote Control Feedback
So, we're really excited about desktop central. One of the items we feel could use improvement on is the remote control system. Bottom line, it's frustrating and doesn't feel simple. I don't know the technical difficulties faced when developing this module, so I will simply say that somehow logmein.com has managed to do it very very well. I would consider them to be a good model to use as you continue to develop the remote control engine in DC. Regards, Jerry
please help me
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. X
Forward Request - Unknown Entry added
hi guys, i have a small problem that is becoming a irritation, when i receive the request from the client, i then forward the request to someone else and every time below the messages, a line is added, Click for details : http://10.0.0.90:8080/WorkOrder.do?woMode=viewWO&woID=1951 when i reply to the sender, the line above is not present, only when i forward the REQUEST onto another mail address. i have to remove this every time i need to forward a request, is it possible to remove this, i have looked
Tasks and ServiceCatalog
We are planning to use the ServiceCatalog. In the workflow tasks are a major element. A bug found is that in these tasks the field GROUP is available but the selectionlist is EMPTY The list technicians is normaly filled. When creating a task in a normal request those groups can be correctly found. We are using 8004 in production and 8005 in test. Can you please correct this in the next release? Because this is absolutely necessarily needed before we can use the ServiceCatalog. Best regards Mark
Asset - Additional Custom Fields data Types
Currently we have Single-line, Multi-line, and Pick List I would like to see the following types added: Check box (simple boolean value) Examples: Windows 7 Compliant? Yes/No 64-bit Compatible? Yes/No Note: Currently, we do this via the Pick List type adding Yes, No items to the Pick List but a simple check box would suffice. Multi-select pick list. (ie. Press CTRL-click to select multiple items Example: Compatible Platforms: Win95, Win98, WinXP, Vista, 7, Mac, Unix, etc.. Note: We would like
Custom Content Modules to add to customer dashboard
The ability to add a custom content module to the end customer dashboard as well as the technician dashboard would be beneficial. For example, adding a custom iFrame content module or Search API module to provide the user the ability to quickly search Google from their dashboard would be improve the functionality of going straight to the dashboard for that use the ServiceDesk as their homepage. -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
Add computers via SoM that don't have agent installed
I currently have several computers I have the agent installed on defined via my SoM. I now want to add more, but only want to select the computers that do not have the agent installed. I can't find anywhere in the SoM screens to filter by agent installation. Because I have a limited number of licenses, when I try to select all of the computers I want (both computers already listed in my SoM and computers that I want to add) Desktop Central yells back at me that I only have X number of licenses and
New Request Received Notification Issue
Yesterday we upgraded from version 8005 to 8007. Since the upgrade, email notifications for new requests are not being sent. We use the Notification Rule “Alert group members by e-mail when a new request is added to the group”. On all of our Incident Templates, the group is hard-set and the requestors cannot change it. This has worked flawlessly until yesterday. Now when a requestor submits a request, the Group field is blank even though it is hard-set in the template. If a technician submits
Updating call Hangs IE8
When updating a call Servicedesk intermittantly hangs. Using Windows 7 64bit IE8 Servidesk Plus 8.0.0 Build 8009 Have tried on Firefox 3x and 4 and get a similar issue
Report for Softwares Vs Servers
Hi, Please provide us a query to generate a report of the list of softwares withe server name.We are not able to generate a custom report with Server and softwares in the same report.Please help us to get the deatils of the softwares installed on Server wise. Thanks in advance.
Where is the image getting stored
Hi - I believe the information we type in is getting sent to AD. But where is the image that we upload in the self update layout getting stored ? Is there a database that is collecting the image file and the information typed in ?
Automatically unlock accounts in your domaiN.
Good morning, Is it possible to send an email or notify any way when automatically unlock locked-down accounts in the domain ? Any idea ? Than you ver much
Graph SNMP OID over time in OpManager
We have OpManager 8, and we would like to produce graphs of certain SNMP OID values over time. These are Cisco MIBS, beyond the standard CPU/Memory graphing that is already built in. I uploaded the MIBs to OpManager, and I am able to manually do a GET on the OID from the MIB Browser, and it returns the value as expected, but this is a one time thing. Is it possible to have OpManager poll the OID every X seconds/minutes and graph it over a period of hours/days? Even better would be if we could
SNMP Question - Traps vs Non Traps
I am trying to monitor certain information via SNMP.. Specifically: Temperature Fan Status I have found a MIB for Compaq servers (CPQHLTH.MIB Compaq Server Health information) that is able to pull this information.. However, I can only seem to add them as "traps". In the OpManager MIBBrowser I can actually get the temperature but I don't see how I can add that as something I monitor.. I guess what I'm confused about is how some SNMP things are listed in the "Add Monitor" section whereas all the
SDP - SLA Category/SubCategory/Item filter - Exclude all used by other SLA
Hi, In SDP, when defining various SLAs for my company, I've noticed that every time I select a Category/SubCategory or Item as a Criteria - the full list of all existing categories/subcategories/items populates in the pop up window. Assuming there can not logically be a situation where more than 1 SLA is assigned to the same category/subcategory/item, I suggest making a check in the database for already assigned categories/subcategories/items and exclude them from the list of available the same.
# of interfaces
We are currently a OpManager customer and are looking to add NetFlow analyzer. We will be using a passive fiber tap to mirror our 4 Gig-E Internet uplinks into a couple of boxes running Linux, which will then run the open-source pmacct tool. This tool will take the mirrored traffic and then convert it into a NetFlow v9 stream and send it to the collector (in this case, it would be NetFlow analyzer). We will do this across a total of 4 Gig-E router interfaces, so I assume that means I only need
SDP 8.1 beta?
Is the SDP 8.1 in beta yet and how do I participate in it? -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
ad hoc billing feature
Hi I'm using Netflow Analyzer 8.6 build 8600 Pro Plus (Trial). How do I find "ad hoc billing" feature controls in the interface?
Additional Fields in API Calls.
I'm having trouble passing a custom "additional field" value to the API. We have created an "Incident - Additional Fields" of: Label: Host Description: NULL Type: Single-line I want to pass a hostname value through the api, included in the call I am using multiple calls and appending using perl: . "&Host=" . CGI::escape("$host") ..... $host has the proper value and is passed additionally through the subject line and I have verified it passes properly. However trying to have it auto populate the "Incident
assign to Support Representative when request status changed
Hello All, Is there any way to assign to Support Representative when request status changed? please help Thanks & Regards Winan
Question with the same name already exists
I am trying to create a new service template after deleting an old one and while adding a new question I am getting an error that the "Question with the same name already exists" What can I do about that? Thanks
MSSQL Monitor Configure
i set up MSSQL Server, and i start SNMP Agent, WMI, and MSSQL Agent Service, but when i dircovery this serrver , in MSSQL Server Snapshot i dont see MSSQL Monitor as demo? i dont know what i wrong
SLA Notification to Group, not just $ticketowner
The notification to variable for $ticketowner is a nice touch, would love it if a variable for $assignedgroup was provided as when response sla is violated often times the technician has not been assigned. prefer not to spam all the team leads with every sla response violation notice if possible.
Reply template is blank
We're running version 8008. One of the recent updates (not sure if it was 8007 or slightly earlier) has created a problem where intermittently the "Mail to Requester" comes up blank for some tickets. (See attachments.) There are not a lot of tickets affected by this, however those that are affected have this problem every time you try to reply to the ticket. This is a Windows install to the default MySQL database. Any suggestions? Thanks, James
Business Hours elapsed time_diff function
rather than using the time-diff() function, we would like to create custom reports showing elapsed time in business hours - it would be helpful (rather than writing this ourselves) if you could provide a bushrs_time_diff() function for use in the reporting tool that looks up local business hours based on site of a ticket then calculates the elapsed times between notable events for reporting purposes going one further it would be nice if the elapsed business hours were simply a field somewhere so
Professional Noob Here :( please help me in using opmanager
Hello i buyed the opmanager professional version but i am not able to make it work :( ...i followed the tutorials but not able to grasp anything i did what the tutorial asked me to do..i entered the ip of my own pc to see if the software works but nothing happens. it shows discovering devices, it gets the name of my pc but not able to show processes, software installed and all. memory and disk utlization graphs dont work. i started the SNMP service in my windows 7 32 bit edition but then also no
Cookies problem ?
Hello We have Servicedesk Plus and Desktop Center installed on the same server. If I now login on both program with the same browser I can loose my "login session". Perhaps some cookies problem, all programs points to the same server with different ports. //Peter
Is there an easy way to export Category, Subcategory, and Item entries from SDP?
I'm currently in the process of cleaning up our Categories, Subcategories, and Items in SDP and while it's easy to import changes in .csv format I would like to export this info from SDP so I can make numerous changes a bit easier. My question would be is there an easy way to do this? Or if there's not could we get this functionality on a future release? Respectfully, Jamie - Las Vegas, NV
ManageEngine® Firewall Analyzer 7.1 Released
ManageEngine ® Firewall Analyzer 7.1 Released We are glad to announce the release of ManageEngine ® Firewall Analyzer 7.1 (GA) Distributed Edition and Standalone Edition Download Standalone Edition Distributed Edition Read More What's new in this release? Build 7001 - Distributed Edition GA release of Firewall Analyzer Distributed Edition. New Features - Admin Server The general features available in this release include, Provision to give Collector Name during installation Build 7001 Standalone
Requests being duplicated
We have an issue where requests from certain people emailing in will duplicate as shown below. They are not sending the request twice and it only seems to be an issue with requesters from a particular site but only happens randomly not always
SLA business hours / after hours
My client would like to consider lunch hour as not applicable for SLA, is there a possibility that SLA operational hours will become more flexible? (define multiple (non-overlapping) time periods.. ie. 8-12, 1-5). Would like to be able to define 'after hours' as well as 'standard operating hours, as 'after hours' is not in many cases 'everything but op hours''. After hours may be from 5pm to 11pm. After 11pm you are out of luck. Also looking for more articulation of how timers work. The business
No flows received in the last 10 mins
I have a Cisco 2800 series with three interfaces configured on it. The status of these interfaces are No flows received in the last 10 mins. Have tried re-configuring the interfaces, SNMP but the problem still persists.
SDP - Purchase Order - New asset creation - No Warranty Period field
Hi, In SDP, when creating a new asset within a new Purchase Order, there is no field for warranty period, while it does exist when creating new assets under Admin - Products. As a result, all the new assets/products created within PO need to have their warranty info adjusted manually, one by one. Can this be implemented in the near future? Thank you, Miron
Signature problem
After updating from 7.6 to : 8.0.0 Build 8009 I've noticed that behavior of the signature placement has changed. SD-25080: When replying to a request, the technician signature was shown at the very end. Now, the signature comes under the reply content. Now I have such reply window: In green area is my signature and in the red area is the standard text of the reply form. But why my signature is above my standar reply text? Or I need smth to change?
Resolved requests not automatically closing
We have a number of requests that have a status of "Resolved"... I changed the "closure rule" to close the ticket 3 days after resolved; however, the requests that were set as resolved prior to the change are not closing. Is this a feature...
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