FR: Show approval for solution on my Home Tab
That would be very nice when the approval for solution would be shown on my Home Tab, together in my "approve request" list.
is the SLA met? did we reach the target?
Hi, I saw in the report there is no column for SLA status. there is either true or false in respond and resolution. example: 1st respond overdue status = true, overdue status = true, so SLA is not met. (fail) 1st respond overdue status = false, overdue status = true, so SLA is not met. (fail) 1st respond overdue status = true, overdue status = false, so SLA is not met. (fail) 1st respond overdue status = false, overdue status = false, so SLA is met. (success) my suggestion is to create a new column
Ticket numbers on a group basis versus a system basis
I was wondering if it would be possible to have the ticket numbers assigned on a per group basis instead of a system wide basis. For example if I had 2 Groups (A & B) each group would have their own unique ticket numbers. Group A would have tickets 1,2,3,4 and group B would have their own tickets 1,2,3,4
Chnage the email for reminders
Hello, We have an issue with email reminder. I´m part of the service desk staff and I´m in charge of create and assign all the tickets to the technicians, The idea is using the reminder option, send an email to the technician advising about a ticket that is close to expire, but If I use my user to create the reminder, all the email are sends to my email instead of technician's email. There is a way to change this behaivor ?? The version is ServiceDesk Plus 7.6.0 Thanks for your help. Wilson
Create API
I'm new at this and need to know how to set up a Web API Access by using an external application such as Visual Studio for users who are not in the application to create new Request. I check the API document but was not helpful.
FR: Different work time of support teams
Good day, In my company we have 3 groups of users that do support. Each of them has their different work schedule: Team 1 - 8:00 - 23:00 Mon-Sun Team 2 - 9:00 - 18:00 Mon-Fri Team 3 - 9:00 - 18:00 Mon-Fri The SLA time we have on ServiceCatalog Items is based on the work time of whole support team (in my case 8:00-23:00) (I just guess this, dont know this for sure). When new Request arrives after 18:00 teams 2 and 3 are unable to complete it in SLA because they are at home already. It would be great
Limiting Request ON HOLD periods
For consideration. Currently not avilable in version 7009. Would it be possible to have an option for the HOLD prioed to be enfored - i.e. When putting the request ON HOLD, an the technician is given the option of specifying for how long. Admin would be able to specify whether the option for unlimited HOLD periods are allowable.
SDP 8002: the window is closed
Good afternoon. I have such situation almost every day. When I do the answer to the request, the window of the answer opens and I write the answer and I press the button to send. On correct - the window is closed - the letter leaves. In my case the window isn't closed, and there is all on a picture. The picture is applied. Reinstallation operational system hasn't given result. The request to help. At colleagues of such problem it is not observed - they use FireFox, therefore I assume that in all
Opmanager Netflow plugin
Hi There, I have a 10 interface licence for opmanager netflow plugin and would like to monitor x2 24 port switches and 1 cisco router. I only want to monitor certain interfaces and not all of them. How can i configure the opmanager netflow plugin to only monitor the certain interfaces on the switches and router so that i am within limits of my 10 interface licence? I am running Opmanger 8 build 8721, and Netflow plugin 8.5 build 8500 Thanks Marc
hotfix 8004 Released
Dear Users, Please refer to the below announcement for 8004 hotfix release. https://forums.manageengine.com/#Topic/49000004556013 Regards, Srikrishnan ServiceDesk Plus.
what does Excess Total committed memory needed violated mean
i just loaded my new sql server and i immediately get this error: Excess Total committed memory needed these are the numbers: Last Polled Value: 4168448 Threshold Alert: 131072 Rearm Value: 65536 what i am trying to figure out is if i have a problem with my sql server or if i need to readjust my threshold. again, this is a new server so i dont have historical data to work with. Physical RAM = 8GB Paging File = Custom size: 2048MB-4096MB / Currently Allocated: 2048MB windows server 2008 r2 enterprise
Central Server not starting up
I got a major problem... looks like my central server stopped working. I tried to re-start the service. No luck. I rebooted the server, same state - However if I look in my services it shows it's started. But the webclient tells me it's not. Any ideas how to fix this quickly?
FR: Show SLA Time in Service Catalog for Requester
I think that would be a great feature if the admins would have an option to show SLA time (from the particular Service) in the form of creating a request. I should be noticable (the size/font/color) for a Requester so he/she would know for sure when the request is going to be completed
FR: Applying ServiceCatalog Templates to Requests
Good day, Our users are used to send their requests by Email so there is no Service Catalog item is assosiated with them. That would be great if technicians can apply Service Catalog templates to the Requests made with Default Template in order to update it: Category, SubCategory, Item, Urgency, Priority, Apply SLA if NONE, already applied, create tasks that are set in ServiceCatalog.
Not-Auth in requestlist for requesters
When a non technician (so a normal requester) opens the list of his requests, some requests have for some fields a "Non-auth" content. For example the field status. So most of the of the fields of the requests are normal viewable, but some requests have this Not-Auth, even when this field has the property : "Requester can view" in the request template. Is this solvable with an update because on 1 dec. we are opening the selfserviceportal for users. I wanted to add a screenshot, but this doesn't work
Advanced Search option for reporting
Can't use Advanced Search for reporting. when I click go and then click on advanced search, all things mentioned don't come up. Can you help in letting me know where the Advanced Search sub tab is? Thanks Jatinder
Can AppManager be installed on Windows Server 2008 R2
Good morning, Can you please tell me if AppManager can be installed on Windows Server 2008 R2 as it is not clear on the systems requirements page for the software. Thank you. James.
Exchange View
Hi, Ive got the exchange plugin for my opmanager system, but i cant seem to find how to enable the exchange view for my exchange server. Any help would be greatly appreciated. tahnsk
DownGrade from 7.7 to 7609
Hello, in order to run a DownGrade from 7.7 to 7609, which are your suggestions? We have a MS SQL supportcenter DB backup of 7609 rel. We think that make a supportcenter backup ( 7,7 rel ), after unistall the pmm file with updatemanager and after restore the DB of supportcenter at Rel. 7609. But when I start the uninstall i have a error "uninstall not supported" !!! Now ? What do you think about ? We need to uninstall All and reinstall only 7609 rel ? But after complete uninstall, the manage
Configuration API into 7.7 SCP Version
Hello In order to configure , test and use the SCP API of 7.7 SCP release, I don't find the API icon under Organizational Settings block, specified into Doc http://www.manageengine.com/products/support-center/help/adminguide/api/api.html about API Settings in SupportCenter Plus. Thank you Regards Alberto
Variables in Reply templates?
Are any variables available in Reply Templates? The first thing I'd like to be able to do is include the original request underneath the reply. I'd also like to be able to include other information based on the requester or the technician.
Networks Map
Hi We are unable to draw network maps from either our core HP 8212 switch or our office HP 5412. I am able to monitor interfaces on those switches, but when trying to draw a network map we only see the switch in our office, and if we select the core switch as our seed device we only see the switch, one of the 10Gb links to our Blades and the wireless controller that is in the chassis. Please see attached screen shots.
SD 8.0
We have a problem. During e-mail replying to the query, the new query is generated instead of adding the reply to the current query. The e-mail topics matched. Please provide us with the support.
OpManager link lines in Business View
What needs to be enabled to have the Link Status changed from the UnManage gray line, to show the Traffic Load between devices? We have multiple firewalls linked via vpn, only one by default shows any load, all other lines are gray. SNMP has been enabled on some of the other firewalls, and nothing special has been enabled on the one that shows the traffic load. Any help would be greatly appreciated. Thank you.
url monitor don't works over proxy (MS ISA 2006)
I try to monitor some external url with opmanager 7 over a MS ISA 2006 proxy. I configured the right proxy settings but the result is always "The URL http://www.microsoft.com is down, Reason : Host Unavailable". Internal urls are no probs. thx
Service catalog on selfservice portal doesnt appear 8.0.3
Hi, I've recently upgraded from 7.6.10 -> 7.6.11 -> 8.0.0 -> 8.0.3, added some service catalog item (for testing purposes) and logged in as a requester - I cannt see my Service Catalog from a self service portal. Does anyone have a suggestion?
Larger WMI query for MSSQL monitors
We upgraded OpManager from build 8024 to 8052 one week ago. After this Service Pack and Hotfix, we have had several of our MSSQL servers false report that SQL Agent and MSSQL services are down. After searching the event logs on these servers, we have found that the WMI service has crashed and recovered at about the same time that the false reports come through via email notification. This has happened several times within the last week on 3 different servers. Two of them have been monitored for
Disk utilization shows no data available
Hello, We got problem with monitoring Disk utilization of Linux box. Linux box: [root@xxxxxxxx ~]# uname -srm Linux 2.6.18-164.15.1.el5 x86_64SNMP is running. From below picture you can see that CPU and Memory usage is monitored, but Disk utilization. Linux box was deleted, added and rediscovered several times with no success. DATA_COLLECTION_SNMP_TIMEOUT 15 was added to NmsProcessesBE.conf file as it described in troubleshooting guide. MibBrowser.bat and snmpwalk successfully get
Discovery - Devices in the specified range are not active
Hi All, I am using a fresh install of OpManager 8 on Linux (eval) to prove the OpManager concept. I can manually add in devices, which is great - however - auto discovery fails on any attempt to scan our /19 subnet either by range or CIDR. The error is:- "Devices in the specified range are not active" There are around 100 servers in the range specified with SNMP enabled. Any ideas why this isnt working?
ManageEngine ADAudit Plus 4.1 released!!
Hi All, We are happy to announce the immediate availability of ManageEngine ADAudit Plus 4.1 "File Server Auditing" is the highlight of this release. It also has a host of other exciting features, Existing Customers - take the Service Pack route to upgrade to the latest, http://manageengine.com/products/active-directory-audit/service-pack.html Download page for the complete build : http://manageengine.com/products/active-directory-audit/download.html New features and enhancements included in
Asset Scan of Mac OS
Hi, All of the windows machine scan properly and assets all populated. However we have one mac book connected via ethernet cable which we are unable to scan. We get RPC error. The settings for the mac in the security tab are as follows 1. Allow all incoming (means firewall off) 2. Allow essential programs (strict mode) 3. Allow custom programs (choice of programs) Choosing of the above even if making the firewall off shows the RPC error. We are scanning with local credentials even if credentials
Scanning Macintosh
I get RPC error when doing asset scan for macintosh; the mac is set for allow all incoming connections (meaning firewall is of ) so i dont know why its not working.
alerts not sending out
Not sure what has changed, alerts were working and now it doesnt alert us on anything going down.
limitation on number of events per second and hosts
Hi, I want to know the limitation of events per second and hosts in Event Log Analyzer 6.0 build 6020 with MySQL as backend? My server is Xeon 3GHz with 3.5 GB RAM on Windows 2003 SP2. If I increase the RAM to 16 GB, would it make any difference? What would be the effect of changing backend to MS SQL? thanks Jatinder
Incident Linking
Can you us what actions are available on linked requests that will be populated to the all linked requests? I've found - "Copy solution" to all linked requests. anything else?
Spam filter
There seems to be a problem with the creation of spam filter rules. Here's what's happening: I enter one rule for "Title" and "contains" with "rule1" for the criteria. I enter another rule for "Title" and "does not contain" with "rule2" for the criteria. When I add that second rule, it overwrites the first one, creating a rule for "Title" and "does not contain" with both "rule1" and "rule2" as its criteria. I really hope this is not a limitation, because I need to be able to set multiple rules based
Assets showing ThinkCentre XXXX
Since upgrading to 8.0.0 Build 8000 many of my workstation now only show ThinkCentre XXXX for the model whereas in the past they were actually displaying the full model number of ThinkCentre 9632. Why has this changed?
Removing field
Hello, We have a trail of servicedeskplus and i have a problem. I placed a new field into the default request, but when i remove it using the red cross and save it afterwards ist not removed. Because when i make a new request the field is still there, also when i return to the template "default request"the field is returned. Am i doing something wrong? Regards, Francis
How can I modify the "new incident" tab text?
Hi I want to modify the text and make it show as "NEW Ticket" instead. Thank you
How to configure ManageEngine Mib browser to recevice SNMP3 traps?
I installed ManageEngine Mib browser. I am trying to use this as SNMPV3 trap receiver. I went to the setting->select V3 radio button and entered context name and ID successfully. But when i try to add "user" i am getting error message as" discovery failed for User ****". Can you help to resolve this? Any idea Why i am getting this error? Thanks, Pallavi
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