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,
Error while fetching response for URL (desktop management)
Hi every one, When I try to launch desktop management I obtain this message : Error while fetching response for URL And I can't do nothing more. Any idea how i can solve this? Thanks,
Lost connection when install agent
Hello, I am using manageengine and when I try to connect to the server admin page, I can't because access is denied.. I have install the agent in my computer, anyone know the reason why DC7 block connections from PCs with installed agent ?? Thanks
Trap parsers?
Is there a way to when you load a mib that it automatically creates trap parsers? Or do you have to manually create every trap parser (beyond the default 20 etc)? If you do have to create them is there a place where we can share trap parser configs we've made? Thanks Brendan
Removing Technician
I've removed a technician from SDP, and have re-scanned AD to re-add them as a standard user. This has created a new ID file for them and they are now not able to view their previous requests. I've followed advice from last time I needed to do this (about a year ago), but its not transferred their old requests to their new user ID. These are the steps I've followed... Logon to the server - In command prompt goto folder c:\AdventNet\Me\ServiceDesk\mysql\bin, then type 'mysql.exe -u root -P 33366 servicedesk'
Translation of ServiceDesk
Hi Is it possible to make own corrections to the official translation of ServiceDesk to Danish ?? /Laurids
Confusion over "Operational Hours" and "site" time settings
Hi, Our organisation consists of three regions - UK, US & HK. We have a single IT support team based in the UK that provide technical support to all three sites. Our operational hours are 08:00 - 19:00 GMT and anything else is considered "out of hours" support. What is the best combination of settings to use to ensure that the SLT calculations are all based on OUR operational hours rather than local time for each site? We currently have the local times set correctly for each region and "refer
Instructions for setting up a remote database?
We have purchased ServiceDesk+ and DestopCentral Enterprise edition. Is there a way these two can use the same database? Or would there have to be two separate databases? Are there instructions on either of these set ups? We are waiting to get these installed but want to plan it out the best possible way. Thanks.
Date field improvements.
Is there any way the date entry can allow directly editing it, instead of having to use the calendar and the hour/minute dropdowns? It's often slow if all you want to do is change one thing. Also, if allowing text entry is possible for the dates fields, is it possible to allow entering things like "Now", "End of today", "Tomorrow", "In a week", "Next Thursday" and other plain language dates and times and parse them into the correct dates?
File monitor
Hi I'm wondering how can i create a monitor which can follow the increase in percentage of a string in a file and after a previously configured value of that increase to generate an alarm. For example i want to count the occurrence of the word "Test" in the file cdr.log and if those occurrences increase given value to generate the alarm. Thank you in advance.
"Redeploy" in Software Deployment
It would be nice to have a "redeploy" option for a configuration -- specifically for redeploying to the computers that failed the first time. There may be an easier way to do it -- but right now, I filter by "Failed" status, cut & paste the results to Excel, and delete everything but the computer names. Next, I add a coma between each computer name and then I recreate the original configuration and paste the computer names in Target. Not hard, but a lot of steps. Seems like this would be a common
Failed Login?
Hi everyone, I'm seeing this error message flooding our domain controllers under the security logs about 2-3 seconds. Pre-authentication failed: User Name: Helpdesk User ID: Domain1\Helpdesk Service Name: krbtgt/Domain1.COM Pre-Authentication Type: 0x0 Failure Code: 0x19 Client Address: 10.121.1.12 10.121.1.12 is our helpdesk server. We're using Active Directory authentication (NOT pass through) for technicians and requesters and that's working.
A newly created service request is being duplicated over and over.
I'm currently using build 8004, but the problem appeared back with 7611 at some point in time. It goes like this: A customer submits a service request through e-mail. The program checks the e-mail account, downloads the letter and creates a service request. The letter is NOT deleted at this time. Even if I delete it manually, the service request is created again after n+6 minutes where n is the interval for checking the mailbox. And then again. And again. And so on. If another service request is
renewing a contract makes all requests associated to original contract unviewable
Hi there, If I have a contract and then i renew it, any requests associated to the original contract will not display on the GUI. when i click on them I'm just directed to the main requests page. i want to be able to update the existing requests to take the new contract-is this possible?
Breadcrumb path duplicate issue
Build No : 70127 Reports > Inventory Reports > Local Group Members > [computer123] > Scan Now Once the scan is complete, the breadcrumb navigation path is updated, adding [computer123] to the end of the patch, such that the following now shows: Inventory Reports > Local Group Members > [computer123] > [computer123] When you click on the first [computer123] link, another " > [computer123]" link is added to the breadcrumb path. Clicking on any of the [computer123] links prior to the last will
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