Resolved status with automatic e-mail
Dear Reader, I would like to have your attention for the following problem we encounter: We use the status resolved with the automatic e-mail that will be send. When we put a request on 'Resolved' an automatic e-mail is send to the customer. However our current version (7607) doesn't take into account that the customer can just reply to the automatic e-mail with something like "Alright I will test this resolution". Because when this happens the status will be open again. The problem is that we cannot
Problems using hosted exchange server with email configuration
Hi, I am trying to configure the email settings with hosted exchange 2007. The SMTP seems OK but, I am not able to successfully connect using IMAP or POP. I have tried connecting to gmail and that is OK, so the problem is hosted exchange it would seem. The message I receive is "FAILURE : Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox." I have searched the forum but have been unable to find a suitable remedy.
HOST-RESOURCES Monitors for custom Template
Hi, I have created a new device template. Now want to add those generic SNMP monitors from HOST-RESOURCES MIB, but its not showing in this custom template. How do it proceed with this? FYI, the vendor is new name: McAfee -- Regards, Anandharaj System Engineer (Unix / Linux)
can not discover devices
When trying to discover devices, i choose a range of 10.16.100.1 - 10.16.100.254 mask: 255.255.255.0 I get back "please enter valid number. Anyone has any ideas on the issue. Thanks .Cesar
"Last Week Report" has greater data totals than the "Last Month Report"
Good Day My company requires a tool to analyze our bandwidth usage. I have tried out ManageEngine NetFlow Analyser and it seems to have most of the reporting capability we need. I have one problem that I need some advice on. I've been evaluating the software for about a week, and this morning I printed a "Last Week Report" on the destination list. Then I selected a "Last Month Report", and for some odd reason, the "Last month" report's data totals are LESS than that of the "Last Week" report. Regardless
Error in scan Pc Core i3 in the report is a Pentium II !!!
dear. I working with 8002 when I do the scan network a computer having processor i3 in the show report a pemtium II why this happens?
Disappearing Asset information
We are currently using ServiceDesk Plus 7.605. When we dispose of computer assets, we mark them as disposed, and move them to a Non-IT asset category (example: HP Desktop - Discarded). We do this so that ServiceDesk does not try to scan those assets, and for better organization. When we move the records, we use the "MODIFY TYPE" feature. When I ran a report of the discarded assets, I found that the machine information (serial numbers, hardware info, etc...) was missing. The only thing that remained
Force backup _after_ an upgrade?
It would save some grief if the updater forced a backup of the data after the upgrade as well as before it. Once you've upgraded, any old backups are useless without reinstalling, and it would be good to have at least one working backup immediately.
User Reply to Request Does Not Include User's Reply
Good Afternoon, When a user replies to a request, I want to be able to see the user's reply in the email without having to go to the web interface. Currently, all I see is the original ticket description. This is very unhelpful. This is the template currently used when "when there is a new reply from the requester": Request Title : $Title Created by : $RequesterName Description : $Description Click for details : $RequestLinkPlease let me know how I can accomplish this. Thanks. ~James Murphy ServiceDesk
Odering of lists is not case insensitive.
Gday, in a lot of drop down lists etc the list of items is not logical. eg if there are items, Alpha alpha and Beta. Then the list displays: Alpha Beta alpha When it should be: Alpha alpha Beta The reason this becomes an issue is because we have a few companies whose names are specifically in lower case, so they get put to the bottom of the Account list, for example. Rgds Ben.
SDGuest
All the requesters that i imported from active directory have SDGuest as their roles..i would like to edit this file and change it..so that the users can only view an incident..i dont wan them to add or edit it in any way..please let me know how i can do this
SD Version 8, notification rules issue, reply from the requester.
Hi, we updated from version 7 to verion 8 latest build and since that change we are experiencing an issue with one of the notification rules: "Alert(or Notify) technician by e-mail when there is a new reply from the requester." The email is sent out to the technician correctly, so that acutally works, its just that the content is not correct. The actual reply message is not displayed in that automated email. The only thing which we can see is the original message (request/incident) but not the reply
Break down users traffic by hour
Is there any way to see a users traffic hour by hour without having to go in and selecting the Time Range from the top left and doing them one at a time?
Control Recent Items
Dear Reader, I have a questions but think I already know the answer. Is there some setting that lets me control the recent items? I'm getting feedback from my colleague's that the list was longer before the upgrade from 7011 to 7607. If there isn't any setting that let's me control the recent items I would like to propose the idea to create a setting in the next version that let's me choose how many recent items I would like to see. Personally I think there should be a limit around 20 items. I know
hide or disable SLAs for customers
Hi there, is it possible to hide the SLA violated flags from the customer portal? We want the support reps to see the SLA information, but not the Contacts.
backupdata.bat not working....
Looking to migrate from mssql to mysql and move to a new server, my SD+ installation generates this at the end of running backupdata.bat on my server. SDP 7.5.0 build 7509 File added to zip ..\inlineimages\WorkOrder\5609\0.jpg File added to zip ..\inlineimages\WorkOrder\5759 File added to zip ..\inlineimages\WorkOrder\5759\0.gif File added to zip ..\inlineimages\WorkOrder\5814 File added to zip ..\inlineimages\WorkOrder\5814\0.gif File added to zip ..\inlineimages\WorkOrder\6315 File added to zip
assign admin roles
Hello, Is it possible to have multiple administrative roles with different permissions per role? Currently i think you can only have one admin account, and multiple support reps with different roles, but the support reps cannot do any admin whatsover. This is very bad for us because i have people who work in the accounting department and in management department who need to have some admin permissions (but not all). Currently i have to give them full admin access which is very dangerous (deleting
Number of alerts sent
Dear support , I using opmanager for monitor server , i want config every minute will alert ( email , sms ... ) until device / server become ok ( server down , network down , Threshold ... ) , how to config it ! Thanks alot !
Hi Sir,
I have a important question,can i change Ticket ID Number to start from 10001, if i can i wan to to migrate my old system on my office to Manage Engine SD,but the ticket ID must begin at 10001..Please need your answes. Many thanks
I am unable to use Teltonika USB GSM modem to send SMS notification. Please help me out
I am unable to use Teltonika USB GSM modem to send SMS notification. Please help me out
Work stations Inventoried
Have a question. On the asset summary it shows total workstations 73, total assets scanned 73 however it shows total workstations inventoried 72. I found the system, what should i do with this machine? Scan again or is it something i can edit on this pc information.
Assets
after scanning the network addresses of all ip in range added as workstations
Java CPU 100%
Dear all, we have a problem with SD7 Plus, the Java services use 100% CPU. I found a previous topic, regarding to add the following line in the wrapper.conf wrapper.java.additional.15=-Duser.language=en wrapper.java.additional.16=-Duser.country=US But nothing change, any idea ????? Thanks Lorenzo
Working with manual netflow files
Hi, I need to manually load the files in the Netflow Analyzer than sending the traffic from the routers. I am wondering what should be the right directory to put the files into. I think I can use the files collected from flow-tools collector? Regards, Osama
OPManager 7 Database Problem
After hard rebooting the Windows 2003 SP2 server, we received an error on OPManager 7. The error states "Oops looks like a few tables got corrupted. Don't worry.. Run RepairDB.bat from bin directory and restart the server." We ran repairDB.bat and restarted the server serveral times but the problem persists. Please help us. Here's the results of the repairDB.bat myisamchk: MyISAM file ..mysqldataOpManagerDB efailover.MYI myisamchk: warning: 1 clients is using or hasn't closed the table properly
ServiceDesk PLus v7.6 - Request Numbering issue
We are currently in the evaluation and testing stage of implementing ServiceDesk Plus. I have noted that whenever a customer replies to an email sent from a request, that a new Request ID is allocated to the original request, and consumed. This means that at the top level view of all Service Requests, the numbers do not follow a sequential order. That is, we see a list of requests with numbers like - 1, 2, 3, 5, 8, 12, 13, etc We would prefer that replies to request emails are not allocated
when will autodiscovery come back
I have been using opmanager since version 6 and the one thing that worked well, but has been removed from the functionality it the autodiscovery of the clients. I wonder when this feature will come back
Errors in the "list view" page
Dear all, I have a problem in my OpManager Professional (Build 8721) which refers to my Servers Map. If I open the server map in the "Map" view, i can see all of my configured servers correctly listed and, by clicking on them, i can correctly get all of the details. The problem is that, if i switch to the List View, i see the same servers listed many times up to the number of servers configured. all the others are simply missing in the List View. I've already tried to run a RepairDB with no success...
longtodate errors with query editor.
G'day, You have an issue with the Query Editor. First I created a basic report with most of the items I wanted, and then needed to tweak the report. eg, show query -->open with query editor. The resulting query produces various entries like: ((longtodate(rc.EXECUTEDTIME) <= datetolong('1254664799000') AND Which produces: java.lang.Exception: Syntax error : function LONGTODATE not closed properly! But it should be: ((longtodate(rc.EXECUTEDTIME) <= longtodate('1254664799000')) AND Also, once it is
SDGuest role modification
There is a mandatory role that is assigned to requesters. Can this be modified? If not, can a new role be assigned to requesters basd on the SDGuest role? This is very important as we are an MSP and and are planning to use SD+ (still in eval with other servicedesk solutions) to allow access to our clients. The biggest hiccup right now is the roles piece
SMTPs problem
Hi to all, we are migrating our messaging service but i have problems with SMTP configuration. This is the log that i found. The same client configuration on thunderbird works flawlessly. Any idea? Thanks Enrico [13:36:12:563]|[05-31-2010]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[46]|: Exception while trying to send notification for Request ID : 14940|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1162)
Requesters process a purchase order
WOuld it be possible to have requesters initiate a purchase order through the system?
Multiple Request Forms
I see this was brought up a few years ago in the forums, but no mention of it recently. Is there any way that we can create multiple different request forms? I am still testing on Version 6. Thanks, Marc
Monitor for Lotus Notes Server
Hi, Notice there are monitors for emails server. Any plan to build a monitor for Lotus Notes Domino Server Regards
Scanning assets of the ISA server
Hello assests managements scan all pc and servers, however it can scan the isa server 2006, i have allowed full access from the service desk server to the isa server and from isa server to service desk server. Yet i get RPC error. The logs does not show anything denied. on the ISA server I logged into safe mode with networking thinking it will work but no. I did notice that i could not ping this machine when the ISA services were stopped, but when the server is booted normally i can ping when the
Report from the System Log
Is it possible to write a query against the System Log? I'd like to be able to see how many times a specific person has deleted tickets. Currently running: 7.6.0 Build 7610 Required fields: Action = Delete User Module = Request, Change, or Problem Time of Occurrence (also want to be able to limit this to all tickets after a certain date) I'd like to be able to target a specific user, and also be able to see all users who deleted tickets. Thanks!
New Requests and Assets
Having an issue where all new requests are auto-assigning assets. I would like to have the system default to no assets rather than every technician having to manually touch every call to change asset to none. Joe
Netlfow plugin issue
Using OpManager 8 (Build 8721) with Netflow plugin (8500). When I select the "Netflow Traffic Analyzer" modules link, it opens just fine. When I'm in OpManager and I select an interface to view and scroll down, I see the login screen (see photo 1). I try logging in and then i get an unrelated view to what i was expecting (photo 2). If i refresh the page, it goes back to the login screen as shown in photo 1. When I try to test the connection in the add-on/products integration, it responds with
Approval status
Hello! Is it possible to translate approval statuses from English to other languages?
Customizable SDGuest or new role to associate to requesters
Hello, it could be really good to add a role (if not possible to customize the SDGuest) for the requesters to give them the possibility to reply to requests via web interface and NOT only via email. At the moment the solution doesn't give the possibility to edit the SDGuest role and is also not possible to add a new role and associate it to the requesters. Let us know if this can be done. It's really important to give the possibility to the users to reply to requests via web NOT ONLY as NOTE and
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