Cost details
After updating Servicedesk Plus to version 8 to following problem began to occur. A few times a day the cost details vanish into ... I don't know what is happening but it looks like a bug to me
Can't access after restore database
i move ServiceDesk Plus | 7.6.0 to onther server and i have bauckup when i install ServiceDesk Plus | 7.6.0 in new server and restore the backup and run i face problem in login screen becuse i can't see domin combobox to select my domin note: in old server i configer it to integrated with Active director
Downtime scheduler for monitor group
Hi I have assigned a weekly downtime schedule to a monitor group. When I view the Availability Tab for Monitor Groups (Availability History) the downtime period is green (meaning UP), but when I drill down to the specific Monitor Group's Availability Tab the 3 associated monitors show purple (for Maintenance) ! ! Is it "working as designed" ? Is there a way to get the Monitor Group to be purple during downtime schedules ? I would like it to work the other way around - like: monitor group = purple,
Problem with Opmanager 8052
Hi. I have installed OpManager 8052, premium edition running on a PC with a processor with 2 cores, 4 GB of RAM and Windows 2008 R2 Standard. The database is mysql and contains 980 devices with 4900 interfaces. Once a week the service stops and backup is done the same with the graphical tool (Data Maintenance) For some time, I have the following problem: start the service after trying to enter OpManager I get the following message: "Error downloading client files from BE" Looking at the logs: stderrxxxx.log
Scheduled Reports based on Timeframe
Hi, Is there a way to generate scheduled reports (with accompanying automated mailout) that concatenate data based on a specific timeframe? for example - we wish to have a weekly report of server uptime, router uptime, alerts, etc over that 7 day period - but only those that occurred between the hours of 8am and 9pm in that seven day period. Essentially, we wish to create a framework for SLA.
"patches" directory
Hi, i'm trying the Desktop Central software in a test enviroment. I've deployed remotly the agent on a Windows7 and on a WinXp machines, after i created an "install patches" jobs, no patches were deployed in the clients, after inspecting the logs i discovered that the agent was trying to download the patches in a "patches" directory, under the agent installation tree, that was not present. I then manually created the directory, rebooted both clients and the patches started to be deployed. I plan
Unable to fetch Asset Details from ServiceDeskPlus
Hi Initially I have been using Trial version of ServiceDesk Plus 7 and I uninstalled it from my system. So whenever I try to update "Asset Details" in OPManager, it gives me the following error: Unable to fetch Asset Details from ServiceDeskPlus. Possible Reasons Check whether the device is added in ServiceDeskPlus Check whether the ServiceDeskPlus Server is running Can you please let me know what configuration I need to do in order to update the asset details even I am not using ServiceDesk Plus
When adding server using WMI, 4 monitoring instances show up on our server "map" list form.
I recently turned on our WMI credentials in the opmanager and re-added our servers to receive better performance monitors such as cpu utililzation and memory usage. By doing this, there were 4 instances of the same server in the list. I tried a different server on a different IP and had the same results. If anyone has an idea as to what is going on...please help. Thanks, Justin Rome
last user to access mailbox
is there a report i can run that will show if a specified user has recently accessed any mailbox? i know i can run reports to show permissions but i need to find out within the last 7 days if a particular user has accessed other resource mail accounts
How to add AD users ?
How to add AD users ?
Modify Date Ordered on PO
I'm trying enter several years worth of data, but the Date Ordered field is completely useless to me at this point. It appears it is currently a hard-coded date based upon when the PO was created, not actually ordered. I'd like to be able to change the Date Ordered field on a Purchase Order. Is there a way to do so and if so, how? If not, could we get this implemented?
Update Manager Field : Self-Service Portal
Hi, I Validate the Manager Field to update the User AD profil but under Self-Service Portal it still ingray and users can't modify them... Did I miss anything ?
Mobile Client for SCP
Will there be a mobile client for SCP as there is with service desk?
Difference between Resolved and Closed status?
I'd love to understand the difference between the default statuses of Resolved and Closed for Requests. From what I can determine, Resolved seems to be waiting for something, whereas Closed is a truly closed ticket. Thanks!
Collector service fails after server is restarted.
Enterprise Edition Central Reporting Server & Collector Version : 6.5.0 Build Number : 6501 -Both Reporting Server and Collector are installed as a service and run using the Wrapper.exe -Reporting server seems to run fine before and after server reboots -Collector works fine until someone reboots the file server -After a reboot I have to go in and manually start the Collector service I checked the logs and found this excerpt around the time of reboots... STATUS | wrapper | 2010/05/02
Security Nightmare: Database Encryption in Password Manager Pro is useless by default or when using HA
By default the bundled mysql database in Password Manager Pro is using mysql binlogs, so every sql statement of the application is written in plaintext on the disk ("mysql-bin.*" files in mysql data directory). Unfortunately Password Manager Pro doesn't encrypt the user accounts and passwords in the application, but encrypt the data with the AES_ENCRYPT() function in mysql. In combination with activated mysql binlogs (active by default and needed for HA*) that means every user account and password
SMS Notification Issue
We're currently experiencing a problem whereby we need to send SMS notifications to an "on-call" person on our team, however that role is often changed (through a separate automated system) and we are hoping to change the mobile number in the notification profile in OpManager automatically to reflect the change in person. In OpManager there is an SMS notification profile that contains the number to send an SMS message to. We identified the table in the Ops Manager database that contains this number,
Error! on the Business Views
Hi, We have experienced the same problem two times, when we try to open a Business View the explorer only says "Error!" How can I solve this problem? (because I don't want to lose my work designing this View... thanks
Option to mark a time entry as Billable, Non-billable
I noticed that in your timeline that we have thsi feature coming up: Option to mark a time entry as Billable, Non-billable So, if i have a request associated to a contract that has 20 hours on it. then i make a time entry for 1 hour and mark as non-billable. the contract will still have 20 hours remaining?
Hotfix 8004 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 Following are the list of issues / enhancements addressed in this hotfix ( 8004 ) release. Issues fixed in 8004 SD-34474 : When a requester replies to a request through Self Service Portal and if the notification is enabled for the technician, then the description sent in the notification is that of the original request and not the latest
Support Rep and Account Manager
Hi, we have the following problem: Users are sending requests to our SupportCenter. These requests may be errors they encountered or wishes they have. Sometimes they ask for an offer for a new product. Or one of our technicians finds out that the machine can not be repaired and a new one has to be bought. These requests should then be assigned the account manager to create a new offer for the customer. However, requests can not be assigned to account managers. Also an account manager can not create
Can not change Account for request
Hi, I have a request, that a supportRep has opened. But since SupportReps are not contacts, I can not assign them an account. Our SupportReps in the company can also open tickets for internal request. Therefore I need the account of my own comany associated to the supportReps. I can edit the request and select the correct account from the dropdown-list. But the request is not saved. Even if I select a different account, it is not saved. Furthermore I can not change the name of the requester. The
Enhancement Request: Ability to accept html content or hyperlinks in notes
Hi ManageEngine, Would be nice to have the ability to include html content or hyperlinks in notes within a SR. Thanks in advance, Roberto.
LDAP Import error code 12
After the upgrade to version 8.0 build 8000 the Import from LDAP is not working anymore. It was working on the previous version 7611. I am getting this error: javax.naming.OperationNotSupportedException: [LDAP: error code 12 - Unavailable Critical Extension]; remaining name The same configuration was working before the upgrade, the LDAP was not changed and the upgrade to build 8004 did not solve the issue.
How to delete a URL from a URL sequence monitor
Hi According to Help it should be possible to delete URL's from the sequence ? I want to remove a dynamic URL that not always is present and disturbs my monitoring. How can I remove it ? I can't find any "delete" button when I drill down to edit a single URL Update: I found out that the delete function mentioned in "Help" is using the Control Panel provided with the Recorder. What I want is an option to remove a URL after the monitor has been created Regards, Mogens Hald Kristensen
Technition missing authorities
Dear support team, This morning when i log on to my account, i lost all the authorities(admin and tech). I ask my colleague to check and he said my id still under admin and tech list. Please advice and many thanks in advance. Regards, Wanorwm
Technician cost visible?
If we set a cost per technician, is this visible to the entering technician when a worklog is entered? The powers that be would like to use this field but don't want it visible except in reports run by the SDAdmin, etc. Thanks, Mark E Housler Jr. Network Administrator Earl Industries, LLC mhousler@earl-ind.com
Closing Rules - Auto closing request/incident
Hello, We've noticed an issue with the closing rules. When the technician creates the request/incident, and resolves it at that time too, the request/incident will not close based on the Rule we have setup. (Our closing rule is setup to auto-close in 1 day). The auto-close rule seems to work fine any other time. It's just the above scenario that it will not close. The request/incident then remains in a resolved state indefinitely, until it is manually closed. We are currently on version: 8.0.0.
Request Template Trouble
Hello in the last Release 7.7 you have changed the Request Template management. Why you have deleted the Solutions Field ? For our client it is convenient to have a template to definitely close a telephone call. But if the field solution is deleted it is not possible to close and it is necessary to make the manual closing. One more step. Please let me know, about delete of this field. Thank You Best Regards. Alberto
Data "description" in SD database
Hi, I´m looking for extract the data "Description" of a request where the tecnicien have to write a comment before changing the state of a request from "Open" to "On Hold". Can you please tell me in wich Table of the database i can find it. Thanks in Advance
Copy accounts and contacts from one business units to another?
Hi! Is there any easy way we can copy accounts and contacts from one business unit to another? regards Christian Berg
Escalation Alerts not matching alarm catagory.
I am getting escalation alerts are desgined for catagory of "router" when the initial alarm is clearly for "server" via catagory. I have verified that the alarmed object is in the cateagory of "server" and not "router". Where do I go to fix this "mapping" issue as it is broken now. For example I have alarms setup to warn me of performance events in my SQL server. When the alarms are not cleared they are escalalted but are sent out as router escalations and not server esculations. Both the server
Multiple Contracts Per Account
Hi, Is it possible to have multiple contracts for an account and product? When I tried to add it the system would not let me. We are a provider of an online webhosting solution and have the same client buying multiple instances of the same product. I would like to move our contract management into the SupportCenter but without being able to set up multiple contracts for the same account and product I cannot. Thanks, Tom
same user ID from to different companies
Hey All, I have just purchase ServiceDesk Plus - MSP 7.5 and I am having issues with the multiple account URL access. We have two clients named for eg: Company 1: site1 and Company 2: site 2 and a user with the same user ID for site 1 and site2 i can't creat the accout for the Self-Service Portal. So if I create a requetser user ID for site 1, when I try to create a requester user ID on site 2 with the same user ID I get the following error message: FAILURE :Login with same name already exists.
Ability to create a rule based on time
Hello Is there anyway to assign rules based on the time a ticket was created? Let's say priority high if it is from 3 to 5 pm, otherwise priority low? Thanks
Can not delete custom report
I created a custom report in Desktop Central but now when I go to delete it via the red x it will not work and displays "error on page" . Does anyone have any suggestions on how to delete the reports? I am using IE 8 in compatibility view. Thanks!
Managing 40 different sites / 3500 users
So In our company, we have about 40 geographically separate locations, with a total of about 3500 users and about as many computers. Setting up a distribution server for each of those locations would be quite tiresome and not possible on many of those locations. Even having to specify the computernames in a text file before deploying the agent (to get them to use a distribution server instead of the primary desktop central server) would take enourmous amounts of time We plan to use the primary desktop
Prohibited Software client/server disagree
Build No : 70127 I install [sampleApp] on client. At server, I add [sampleApp] to prohibited list. I reboot the client. I rescan and run a prohibited software report, which finds [sampleApp] on client. On client from DC tray icon, I run "View Prohibited Software Details". I get "No Prohibited software detected in your machine." I verify that [sampleApp] is still installed on client. I have manually uninstalled [sampleApp] (exe software not defined in DC Software Repository), rebooted, and reinstalled,
Configure Email Alerts TO/FROM
Build No : 70127 Desktop Central 7 Inventory > Configure E-Mail Alerts > I set the To: email address in the box to [sendto@mycompany.com]. Click "Ensure that Mail Server Settings is configured." Configure Mail Server Settings and set Sender E-Mail Address to [sendto@mycompany.com]. Click "Send a Test mail", and test email is sent both FROM [sentfrom@mycompany.com] and TO [sentfrom@mycompany.com]. Can this be changed to send to [sendto@mycompany.com] as defined on the previous screen? Thank you, -Aaron
Missing tab Approvals in Request
Hello! Problem #1 (critical?). After updating SD from 7610 to 8002, we've got missing tab Approvals in Request. I can send request for approval (and its written in tab History), but i havent tab Approvals, so i cannot check the status of the request. This problem connected only with new requests (created on 8002). Old requests (created on 7610) have the tab. Problem #2 (non-critical). If I use URL of SD portal that contain sign "_" (ex.: http://sd_test) and if I use AD pass-through authentication,
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