Relationship between request status and the "close" process
When a technician is viewing a request and the "Close" option is chosen from the action menu, the closure window opens as expected prompting for fields like requester acknowledgement, closure code, comments, etc. If the current status of the request is still set as "open", when the this process is used, the status is automatically being updated to "cancelled". Perhaps this is by design, but I'd like to be able to control how the status value is updated when using this "close" procedure. It seem
Can't change Timeout Settings
Hi, I’m running a trial of OpUtils 5.8 Build 58028 and would like to change the ICMP timeout in Settings but I can’t do it. The only ICMP setting that I can change is Packet Count, all the other settings can’t be changed. Thanks In advance João Paulo
SDP 8009 - Unreadable numbers on graph
The requests summary graph on the Dashboard can be unreadable at times. See the attached screenshot.
bug with field authorization
I find a really annoying bug.. On the admin side, i'am creating a service request. on the designer tab, for the field "priority", i set "requester can see". then on the requester tab, i add this field. but when returning to designer tab, the field setting change (i have "requester can see" and "requester can modify"). if i correct the setting, the field disappear on the requester tab, and when i add it again, "bis repetita"... is it an known bug? i also have this problem on a custom field. Problem
What time is AD Import scheduled?
Hi all, I need to know what is the time when the Active Directory is imported to Service Desk application. Regards
Automated API Requests and Notifications
We have setup auto alerts from a nagios monitoring setup. Alerts are automatically submitted via the API for ServiceDesk. However, this also generates an email reply when notify requestor is set. I am not finding any location in which I can select to turn that off. I want to keep notify requestor enabled, however I don't want to get the failed messages error when it tries to send to a NULL email address or to an email address that is non-existant. I don't want to setup a junk box that will receive
error on probe connection.. error - HotSpot Virtual Machine
hi all, im getting an error in the logs when i start the probe. its to do with java - # # An unexpected error has been detected by HotSpot Virtual Machine: # # EXCEPTION_ACCESS_VIOLATION (0xc0000005) at pc=0x6d00b594, pid=6228, tid=11768 # # Java VM: Java HotSpot(TM) Client VM (1.5.0-b64 mixed mode, sharing) # Problematic frame: # C [awt.dll+0xb594] # anyone able to help, iv upgraded to the latest version of java on the probe and central machines.. regards aron.
Login OpManager problem
I am having serius problems to login in OpManager. I am receiving errors such: SQLException while preparing the statement with id : 19 Cause : Invalid state, the Connection object is closed. SQL Query : select * from UserPasswordTable none of the usernames/passwords works, not even the admin password. So, we forced shutdown OpManager services by shutdown the server. After that we restored the database and we could access with all usernames/passwords. The version build number in use at that
CP logon screen problem on Windows 7 PC
After pressing Ctrl-Alt-Del I get the attached screen rather than the normal windows 7 username/password boxes. Installed through ADSelfService console, has been uninstall/reinstalled and PC has been rebooted between attempts
Windows 7 machines overwriting
Hello all, we are having problems when including new machines with Windows 7 in Service Desk Plus build 8009. The machine is correctly included when the scripts are executed, but when another machine with the same model is included the first one main information is overwritten. Thanks in advance for any help. Cássio.
Need to report off of Send for Approval
We recently began using the submit for approval process in Service Desk. That functionality works great. My question is how can I report off of that information? I don't see those fields available when I try to create a new report. For auditors we need to be able to give a report detailing that the approvals are being asked for and given (or not). I appreciate any assistance.
7704 - Mode property in incidents not being automatically completed
Hi, Since upgrading to 7704 the Mode property in incidents is no longer being updated automatically when users send emails to raise incidents. Andy
Support Center automaticlly register requests
Hi, My name is Bogdan and I want to set up the application to log the requests automatically. Is there any documentation or someone to explain to me so I could understand how to do this. Thank you,
is possible large description input menu on the time entry page
Hi All, Can we expand to description input box on the time entry page? ( we can type 59 characters at the moment, we want to 120-150 characters, if it is possible? Thank you
Can't update 'My Info' - IE warning/error
Logged in as a user, update any field in 'My Info' and click 'Update. IE shows warning bottom right of screen (yellow exclaimation mark) double clicking on the warning shows the error message attached. (Top line of text missing in attachment: Line 1527) ADSelfService Plus 4502, tried two different Self Update Layouts, tried two different users
Managing web based appliances
I am looking for a solution to integrate configuration management across multipl devices and virtual appliances. While the networking equipment supports snmp and cli, several of the virtual appliances use a browser interface. I noticed that Qengine can capture and replay browser sessions, is there a way to use this to assign actions and simulate user actions to provide confguration management of such devices Thanks Jon
Missing information of device
In OpManager 8, most of my devices will display the "Response Time", "Packet Loss", "CPU Utilities" and "Memory Utilities". however, over a period of time, those information are not able to display. I had to reboot the server in order to display those information again. Anyone out there have similar problem? Any idea how to fix this?? Any suggestion welcome. OpManager 8 running on Linux box.
Report Layout
Hi, Is it possible to adjust the report layout in SupportCenter + so that when we print the reports out we can read the whole request / description etc? Hope to hear from you soon. Many thanks David
NETGEAR GSM7252S BACKUP FAILURE
I am receiving the following when trying to back up a GSM7352 - enable Password:********** ************ (GSM7352Sv2) #copy nvram:startup config tftp://XX.XX.XX.XX/302_ConfigFile.txt copy nvram:startup-config config tftp://XX.XX.XX.XX/302_ConfigFile.txt ^ % Invalid input detected at '^' marker. The problem is that the syntax is wrong, it should be copy nvram:startup-config tftp://XX.XX.XX.XX/302_ConfigFile.txt Notice the dash between "startup" and "config" What table in the DB is this stored in,
Block Internet Explorer 9?
When will Internet Explorer 9 be added as a decline patch/application option, when the application is released by Microsoft?
Record Lock Requests
when a request is being viewed/edited can the system lock out other technicians from viewing/editing the requests? Or is it possible to incorporate a warning message to advise that a technician is viewing the record?
SDP text editor don't work with Firefox 4.0-rc
In Firefox 4.0-rc don't work text editor in resolution tab, Resolution is not saved and rich text buttons do not change text format. Tested in SDP 7.6.0 and http://demo.servicedeskplus.com Error occurs often but not every time. Error Console in Firefox: Błąd: uncaught exception: [Exception... "Component returned failure code: 0x80004003 (NS_ERROR_INVALID_POINTER) [nsIDOMNSHTMLDocument.designMode]" nsresult: "0x80004003 (NS_ERROR_INVALID_POINTER)" location: "JS frame :: http://demo.servicedeskplus.com/scripts/thirdparty.js?8
Sort work logs by execution time.
Is there any way to sort the work logs by the execution time, rather than creation time? It would just be useful to get the chronology of what has been done on a complex request in the correct order.
uninstall program
how do i uninstall the program? It is really apain in the butt and the sever is giving access to my computor without my knowing you are hacking my computor.make it easy to uninstall your bs program
Weird things happen when patching a PC
Kind of hard to explain but when we patch a PC with a patches it seems to steal the active window focus. As an example I patched a users PC today with the base configuration of doing it silently and not requiring a reboot. While the user was working he would continually have the focus taken off of his database window requiring him to click back on the database window to make it active. While I was at his desk it too the focus off the window minimum of 5 times.
Monitoring MS SQL servers (AppManager running 2008 R2 64-bit)
Hello, Should this be working? We can't seem to add MS SQL monitors (tried both SQL 2008 and SQL2000) What is frustrating is that when we try to add the monitor, the page loads for about 30 seconds and then just refreshes without any confirmation/error/warning. Very frustrating as we have nothing to troubleshoot with. We tried both sa and normal sysadmin account to rule out any permissions issues. Adding ODBC from the AppManager server to the database servers works like a charm. Any ideas?
Warning or error when password expires
In Appmanager I am monitoring my windows servers using WMI where I supply with username and password. I don't get any warning or error when the password expires. The Appmanager continues as nothing has happend, but I don't get the details from the server any more. I think it should give me a warning when the password has expired. Kind regards Søren
Confusion surrounding departments
Hello, I am having some difficulty understanding how SDP handles departments. I have imported all of our requesters from AD and had it pull in the requesters and their departments. I see that when I pull up a requester's record, it does show them in the correct department. However, that is only in the "Requester Details" section. Under "Request Details" it still says that the department is "Not Assigned" even though the ticket is for the requester which accurately states which department she
Recommended Sampling rate for Adtran routers
Our company recently purchased Netflow and are trying to analyze Netflow data that is being exported to the NFA collector. By default, the Adtran samples every packet. When we view the data in 1 minute intervals, it appears to be way off. Do you have any recommended settings for Adtran so the data is accurately represented?
Problems retrieving email
Hi, We've problems on email module. Answers are not added as conversation and email command is not workin. We've checked or settings and they are ok. Can you help us please? Attached you'll find the support file. Thanks and regards, Javier
Installation Net flow analyser
Hi, We need to install Net flow analyser into our environment. Currently we have Solarwinds Netflow Analyser. Please answer below queries:- 1. Please provide us detailed hardware / OS coniguration required for installation of manageengine netflow analyser. 2. If we will remove Solarwinds Netflow analyser and install manageengine netflow analyser then it will capture all interfaces automatically like Orion netflow analyser or it will require manual addition of each device/inteface to monitor traffic.
Measuring Response Time
Does anybody kow how to reliably measure response times. ATM the only reports I can find displays the automatic system generated email (that acknowledges receipt of the request) as the response time. As it's only a second later it's not a suitable measure. I'm still a little bit surprised that only resolution SLAs are being tracked, but maybe that's because nobody knows how to measure the response time. I want to know when my technicians first added a note or a work log. An email from the system
How to stop SDP scanning disabled computer accounts?
Is there anyway to stop SDP scanning certain computer accounts, or to ensure than automatic scans only scanned selected OUs? I've got a few assets that I do not want adding to SDP, but the automatic scan keeps putting them back in, and then I get licensing messages when trying to add new workstations. One other very good reason for doing this - the computer account for pass-through authentication keeps getting added to my list of assets! :(
New Ideas
While configuring opmanager, and I'm still in that phase, I thought up some features that would be helpful that weren't included. #1. Add ability for event log rules to exclude particular event IDs (or any other attribute for that matter) #2. Event logs need a way to say "only if source was the servername", I couldn't find a way. #3. Allow a script to get a folder name for folder monitors. IIS keeps track of its folder locations in the metabase, which can be queried, but this value can be different
Time format
Hi! In my Preferences, im setup datetime format like 24h. When im create new Task, ComboBox Start Time looks like 12AM. How to setup timeformat to 24h in all places?
Send reports based on the query results.
Hello support team: Currently, I can setup a "password-expired" report, and send to IT administrator, but I am thinking is it possible to setup a report, and send directly to those persons which password are expired (Based on the "E-mail" field in AD user account profile) Thanks for your help.
How to Disable Image ?
How to Disable Image ?
Product \ Account \ Contract Additional Features
Hi, I've a few quick questions - 1) I want to tag products to specific Sub-Accounts as each sub-account may be on different locations & have different equipment list. Its too difficult to track which equipment belongs to which sub-account (site) under the consolidated associated products list in Account view. Can this be done or is there a work around? 2) My contracts are always a group of multiple products for each account - but I can see the option to select only one product for each contract?
Migrate a SDP from old domain to new domain (Active Directory Authentication Mode) !
Dear Manage Engine Support Teams, We have a SDP was installed on a server that is a member of domain network. Last time, we choice Active Directory Authentication mode, then we configured it as "import requester from Active Directory". Now, we had to build new domain structure and we already done it. The SDP Server already joined in new domain, becomed a member of new domain network. In the Active Directory Authentication - Import Requester from Active Directory, I didn't see new domain, it
Errors in Logs - Device Expert Not Running - Linux
I noticed my device expert web interface was down. I rebooted and it didn't fix the problem. Then I started looking through logs, and this is all I could find that seems relevant.... any ideas? [12:11:45:939] [03-16-2011] [org.apache.tomcat.util.http.Parameters] [WARNING] [21] org.apache.tomcat.util.http.Parameters.processParameters : Parameters: Invalid chunk '' ignored. [12:11:45:939] [03-16-2011] [org.apache.tomcat.util.http.Parameters] [WARNING] [21] org.apache.tomcat.util.http.Parameters.processParameters
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