Regarding Service Catalog in Service Desk PLus
Hi, I have gone through all the features in service catalog and i have the below queries which need to be clarified: 1. Whenever the request is raised through service catalog it should not be assigned to the technician without approval from the Department Head. It is not assigned to the technician when i go inside the request and try to assign it by editing the request details, it gives me a warning but it gets assigned to the technician when i try it from the outside of the request i.e. from the
Remote Control
Hi all, It might be more a problem than a question but since i'm asking for some clarification here we go :) I'm currently using ServiceDesk plus 8.0.0 Build 8003 I noticed there is a "remote control settings" option under the Actions tab. I've configured the agent itself and pushed it to the remote computer. On the computer I can see 2 services - ManageEngine AssetExplorer Agent - ManageEngine AssetExplorer RemoteControl I did have to manually start the Remotecontrol service but its running
Deploying Trend Micro Officescan Client
Anyone had any luck with this? I keep getting critical errors (deploying as an msi). Installing manually works fine. Tried all sorts of variations now, to no avail.
Using MSSQL (9/10) DB and Named Instances
I have noticed that there are no instructions as to how to set up the software if the database is running Named Instances (aka the software is not the only service using the database and there are separate servers installed running side-by-side). So the following is a list of instructions on how to get it working as I figured it out: 1. Install the server with false server info 2. Shut down the server service if it is running. 3. open the file C:\Adventnet\ME\SupportCenter\Server\default\deploy\mssql-ds.xml
Problem with Requester List
Here is the scenario: I have made 2 sites: Help Desk, and Engineering. Both sites need to enter tickets for all the Company employees. Currently all the company requesters are in the "not in any site" site. The Help Desk and Engineering sites cannot view each other's tickets. Here is the problem: If I don't add the 'not in any site' group to the Engineering site, the engineers can only pick themselves as requesters. If I add the 'not in any site' group to the Engineering site, they can see all
Business views - move multiple objects?
Is there any way in the business view editor to select multiple objects and move them at the same time? Hopefully I'm missing something obvious. Thanks Brendan
Custom Performance Monitor
Gents, Can anyone explain, how to create a custom performance monitor ? Please step-by-step. I tried to monitor used space on NetApp storage for volumes. I created a device template with NetApp System OID and added my 3 snmp monitors by oid. I applied this template to the storage device and can collect data from these 3 monitors. But I need monitor used space for volumes. I read here some articles how to create a custom monitor. I added the following strings into conf\opmanager_graphInfo.xml at the
Redback SmartEdge monitoring
Hello, I am evaluating the Opmanager. Can anyone advise if they have managed to get a Redback SmartEdge route to correctly model in Opmanager? Thanks
Reply button at top of conversation item
Hi Support, I was wondering whether it was possible for you to make a very small change to the system which would make a huge difference to our support reps. When a reply is sent from SC+ by our Support Reps to a contact it includes the previous email. This ensures that contacts have the full information about the request for their reference. The down-side to this is that, as time goes on and the number of correspondence items increased, the individual trail in a response gets bigger and bigger.
How to remove unwanted conversations?
Hi Is there a way to remove unwanted conversations? For example, I logged an issue before with auto-replies. What if I had 20 conversations from auto-replies, I still wanted to keep the request but I want to delete the conversations generated from auto-replies? Thanks Al
Conversations page - increased info
Another useful thought? Just as an additional option, maybe when you add notes that have been discussed over the phone, you get the option to add them as conversation notes, rather than discussion notes, and get a an option to choose how you wanted to add these notes. So if you had a conversation with someone, choose to add notes, choose that this is a phone call note rather than a discussion note, add your notes, a phone icon should come up in the conversations section with the notes so everything
Enable default "View All Conversations" in Request View
I would like to reduce the number of clicks when the time to view the responses of both clients and the support team. Is there any way to enable this option "View All Conversations" by default? Thanks Carl
Script Monitor ?
Hi, 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 and if those occurrences increase for a 5min time interval to generate an alarm. Thank you in advance.
unix time convertion
Hello, Need help! How do I convert the unix time to just houres instead of date & time? Thanks
List view CPU and Memory showing no utilization
Hello, Running Opmgr 8721. I created business views by OS. The Opmgr server has been running fine, but I checked it today and now the list view shows as the attached image. Once I restarted the Opmgr service, the list shows utilization once again. There is also 4 days of missing data now, but I did not receive an alarm from Opmanager saying it had lost connection to the database. This server monitors 500 devices and is a virtual machine running server 2003 x64 with 2GB ram and 2 vCPU's. I have
wrong name for source
when i am filtering the data, the source name which should be broswer shows as bowser. it doesn't look professional. can you let me know where to change it. version is 6.0 build 6020.
email reaply problem
hi, We have a problem whit email. Technician reply the incident to requester. after that requester repyl the incident from outlook. service desk open e new incident. this is big problem for us. this hapen after install sdp 8.0
Replies from requester open a new ticket
Any replies from a requester (me in this case) to mails sent from SDP are opening new tickets and are not being linked to the existing request. The reply from SDP includes [Request ID: ##$RequestId##] in the subject line (which parses to the correct request ID), email commands are enabled with ## as the delimiter and @@ as the trigger for email commands. Am I going wrong somewhere, or does this need fixing?? Build 8004, MSSQL on Windows 2003.
SD+ migration from LINUX to Windows
Hi I've successfully migrated SD+ from linux to Windows and I was testing Enable Active Directory Authentication but it says FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the public domains. I've already successfully imported requesters from Active Directory but I still get this error.
Trouble with backupschedule
Hello, I'm using ServiceDesk Plus version 7608 and I have some troubles with BackSchedule (I'm using the french version). I receive the following message : see attachments. The message tell me to execute au SQL command. Can I have an explication about this command ? Regards Bastien
requester list missing
Hi there, after i restore old backup, error message below appear. I tried to import user list from active directory , no error but message below appear at requester list instead of requester itself.. Please assist me as soon as possible and many thanks in advance. :) <td width="8%" valign="middle" align="center" style="background: transparent none repeat scroll 0%; -moz-background-clip: -moz-initial; -moz-background-origin: -moz-initial; -moz-background-inline-policy: -moz-initial;" class="fontB
do not create new requests via email
is there a way to prevent new requests from being created when users send email? I only want new tickets to be created via the web form or by the technicians. I want to maintain the ability for email updates to existing requests. The point to this is to either call the help desk or submit through the browser as usually customers do not provide enough detail in email submissions.
SilverLight Update
Anyone else having a hard time getting DTC to get the latest MS Silverlight update pushed out? Man!!! Any insight would be highly appreciated. ;-)
syslog report problem
Hi I have problem with the syslog report. It shows empty syslog viewer show me a fan error and capture event correctly. I also add other syslog rules to be sure that my event are going to be captured but nothing happen in the report. I upgrade to the latest version (8721) but nothing changed I use Ms Sql as database server did i do something wrong? thanks for your help
Allowing service desk to append ticket coming from email client to existing ticket but prevent from creating new ticket.
Please advice if this is possible. We have tied an email account to our service desk example: support@company.com We are enforcing user to use the portal to open a new ticket but at the same time allow them to reply to existing ticket by using their email client (outlook). Our main goal is to prevent ServiceDesk automatically creating a new ticket when users are sending email to support@company.com Please advice, Thank you!
SQL 2005 installation
Can App Manager 9 be installed on a SQL backend database
IE connection slow down
Hi, After I started Applications Manager the IE connection slows down and after a while AM reports that URLs monitors (ex: www.google.com) are unavailable or their response times are high. And after I stop AM the IE connection comes back to normal. I am using AM v9 build 9300. Any help please
Fix for issues related Graphs in Desktop Central.
Hi Team Greetings. Recently we found some issues related Graphs shown for the status update with some exception like shown below /jsp/configurations/common/configurationDetails.jsp] com.adventnet.sym.webclient.configurations.<someclassname> Please follow the steps to resolve this issue. The fix for this would be available in the upcoming release which would be sent through Desktop Central Newsletter. 1. Stop Desktop Central Server service (Services.msc or Start -> Programs -> ManageEngine Desktop
Attaching canned responses to a customer
Dear Reader, I would like to propose another Idea. I hope this will help you to make a better product and us using the product. I know there is an option to create and manage Canned responses. But it would really help us to add a standard canned response to a customer. For instance this is useful from our point of view, because we have standard reply template in English, but some customers prefer to communicate in Dutch. Therefore we now use the Canned responses, but if it could be linked to a customer
Missing attachments
Version : 7.7.0 Build Number : 7700 Most of the times that a request is sent, the file in attachment is lost/not sent even if present in the answer stored in the "view contact conversations". This generally happens when you attach the file, then you write your answer. I think the issue is originated by the automatic draft saving feature. This bug was not present on the previous build 7607
Release Updates 2010
Hi All, Since the post "Release Updates" has almost 114 updates/replies, we are moving to an year-based release updates post. We plan to track the release updates for the year 2010 in this forum. Note : Please subscribe to this new post as there would be no more updates to the old post. Regards, Arun SupportCenter Plus
Traffic monitors might not be associated for the Interface
Hi, I have a problem when I add one Cisco device 2800. The SNMP credential it’s OK, but the Opmanager doesn’t collect traffic interface. When I try start Real Time traffic, the software shows the message: “Traffic monitors might not be associated for the Interface. Try to delete all the interfaces and rediscover them.” With others devices, I don't have this problem. Can you help me? Regards, Wellington Marinho
Network Configuration and Deployment issues for Manage Engine Desktop Central
Hi there, I work in the IT department of a growing construction company. We started using Manage Engine Service Desk Pro in our Help Desk a few months ago. Now we are looking at possibly getting into Manage Engine Desktop Central to assist with RDP connections, patch management, and software deployment. As some of our systems are not on our LAN but actually at remote job sites with internet access. I have setup a test system at one of the sites, and find that although it sends an initial report
E-Mail Field not populating
I am having an issue bulk creating users using a CSV. Users generate successfully, however the E-Mail field within the General tab of the user properties doesn't populate. In addition to other attributes, I am attempting to populate the E-Mail field within the General tab of the user properties. My csv file includes the "mail" header and associated mail address. The ADManager user generation steps show this field and data properly. The user generates successfully with no errors, however when checking
How to Close (state resolved) a Request with an Email??
Hi! I know that SD+ allows to create specifics resquests through an email sended to a specific adress declared in the parameters. but it is posible to closed specifics request through the same process?? Thanks in Advance! Marc
Resolution notes recorded by technician
We could really use a an indicator in the resolution screen that indicates there are notes on the main request screen. Currenlty, if one jumps straight to the resolution, they may not see there are notes and either close the request when they really should not as somebody put notes with instructions, or they may not see that something has already been tried in the notes, and they waste their time. I think it would be easy and beneficial to put the Notes link on the resolution page, or move the display
Line Breaks for Messages received
Dear Support Team, Users send us support queries via our website; they actually use Enter to insert new lines. But queries we receive do not have any line breaks. Only if you edit a query and just save without even making any changes, the line breaks appear. This problem is related to messages sent by the support center only not the replies sent later by email. As you can see, this makes queries messy, especially when it includes codes or log report copies. My question is: is there any settings we
E-Mail field populated when user not email enabled
When creating a user in ADManager, the E-Mail field (on the User Profile tab) is auto populated even when the user is not email enabled (the template is configured with no email). If creating a single user, we can delete the contents from the E-Mail field. But when creating bulk users, if we delete the contents, they are automatically re-populated when the user is created. The result is that all these non-email users are populated in AD with ficticious email addresses. Why does the E-Mail field
Install in NT server ???
When i install a Desktop Central agent in NT server ... I got a popup message. "there is problem with this windows installer package. A Dll required for this intall to complete could not be run."
search
Can I sort the search queries in Support Center Plus? request from: costumer A request 6890, 7200,10000, 10001, 10023, .... In the moment it is: 10000, 10023,6890,10001,7200..... it is not good to handle.
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