Report on "Alert Threshold"
I need to attach a Report with mail send on "Alert Threshold". Is this function included in Netflow Analyzer? Thk's
Migrate another server
I have Desktop Central 7 in server windows 2003. by problem with this server, i need migrate all desktop central to another server. I need help to migrate its.
Reply from email client
Right now, 4 techs get an email when someone submits a support ticket. We can reply directly to the email in Outlook, it logs our reply in the helpdesk but it never emails the requester our reply. (I have notify requester on update turned on). the requester never even gets the automated notification about their ticket being updated. Sometimes we are away from our workstations and reply via our blackberries, we would like the requester to get our reply. We are on SD6 / 6011 also, if the requester
Nested Requests
Hi, I'm a new user to ServiceDesk Plus, so correct me if I'm wrong, but there doesn't seem to be any way to nest requests / tickets. I'm surprised to find that this feature is missing, as it's been available in every other service management package I've used. I would have though that every environment has the potential for major issues or outages that can affect multiple users (e.g. network outages, server crashes, etc.) and this obviously generates large volumes of calls to the service desk.
AIX CLI partition monitoring
I discovered that the AIX CLI partitioning monitoring is reading the wrong field; it's looking at the %Iused field rather than the %Used field, see below. We had a disk fill up, but the %Iused field was still well below 80%, so we didn't catch it and the system crashed. Filesystem 1024-blocks Free %Used Iused %Iused Mounted on /dev/hd4 262144 85664 68% 5515 22% / /dev/hd2 4194304 856772 80% 63978 25% /usr I read in another post that you could
Can I customize/edit error messages?
I would like to know if I can alter the text displayed in an error page such as the one displayed in the attached picture. I of course do not have a problem with the fact that an error is displayed, as it makes sense based on which user was attempting the action to view a request. However, the grammar and punctuation used in this error message (and in many places in the software) does not quite meet the level of professionalism we and our customers expect to see. I appreciate the many ways I can
A question about Importing Requester Password via CSV when using LDAP Authentication
We are in the process of evaluating Service Desk Plus (SDP) Some of our LDAP fields do not seem to import automatically. For our organization we use 'Entity' in our LDAP directory where SDP would use Site, and we use 'Location' where SDP uses 'Department'. I've found that in the manual importation process I can map our Entity field to the Site field and I can map our 'Location' field to the 'Department' field. As long as FirstName, LastName, UserName, are the same then the 'Requester's' information
Enable a way to send notification from "resolution"
Please active a notification (email) to requester when a resolution is entered. Today just is possible if we activate (notification) for each change in the request (update) or using "Reply" but this not inform the work process.
Custom Views in Service Desk or only certain columns viewable
I am trying to make a kiosk machine that will display the "load" of the help desk here at my company. Is there a way to hide certain columns within Service Desk? I only need the following columns viewable: Ticket ID, Assigned To, Priority, and maybe Requester Name. This information will be displayed on a large monitor, viewable to our general employees. Or is there a better way to show the work load of the help desk using Service Desk? Thank you!
Asset Resource Type Question
Hello, I'm trying to import assets into SDP 7.6. The goal here is to get the assets broken up by "Product Type" which seems to be giving me much grief. However I seem to be having issues getting that to happen. For Product Type I map it to a column in my spreadsheet called "Product Type". Under that I just have each asset set as "Switches". I do the import, but that product type seems to have no effect. Everything else works as expected, serial numbers, asset tags, extra fields, etc. I have
Feature Request: Create new solution topic with new solution
When creating solutions for the first time often there is not a suitable topic setup. So instead of interrupting the flow of creating a solution I often create the solution under the wrong topic, then go and creat the new topic (That Add New Topic link is way to hard to see by the way), then go back and change the topic of the solution. Obviously this is far from ideal. If you could create a new topic as needed when you are creating the new solution that would be really helpful. Cheers
Is there a way to bypass login when clicking on the DetailsPageURL from ListMonitor REST API
Hi there. The ListMonitor REST API produces a DetailsPageURL. When I use that DetailsPageURL in my web app, it requires me to enter in the user name and password. Since I already have the API KEY, is there a way to just pass the API KEY in the DetailsPageURL so I don't need to authenticate? For example: http://app-windows:9090/AppManager/xml/ListMonitor?apikey=[APIKEY]&resourceID=[RESOURCEID]&DetailsPageURL
Connection to RPC server in the workstation failed.
When I scan a workstation which has the XP firewall switched on I receive the following error: Connection to RPC server in the workstation failed. Which port number do I need to add to the exceptions list on the XP firewall for this to work? Thanks byc
Firebox and Adobe reader updates
Hi, I manage the Desktop central with few clients.I am able to install windows related patches perfectly on the client computers.But the option for Firebox and Adobe reader drop down not comes down under the Patch Magm tab.SO i am not able updates adobe and Mozilla firebox applications to latest one. Could u please give any sugession regards this error. Regards moorthi
How to configure Windows 2008 to control events
If the program EventLog Analyzer is installed on a Windows 2008 server that does not belong to any Active Directory domain, in order to allow the program EventLog Analyzer to collect events generated from this server (localhost), you must disable the Windows 2008 Password Protected Sharing: To do this you should: connected to the server with administrative credentials on the server itself; go to Control Panel and open the Network and Sharing Center; expand the section Password Protected Sharing and
Have business rule or something auto open additional tickets
Is it possible to have multiple tickets automatically opened when some one submits a request? For example, a new user request. Would like it to open some child tickets that are tied to the original. Thank you, Marc
Does SupportCenterPlus support Windows 2008 R2 and MS SQL 2008
I am going to move our SCP installation to another server and i would prefer if it would be Windows 2008 R2 Do you officially support W2008 R2 ? Are there any known bugs using W2008 R2 ? I am going to setup a MS SQL 2008 Cluster after a few months and i would like to migrate the SCP Database to that cluster from a MS SQL 2005 Server Is MS SQL 2008 officially support by SCP ? Best regards, Valdi Hafdal
Availability Times
HI, I would like to change the availability times to some devices that are switched off every night, I would like to either change this to 9am to 5pm, if not can the Availability be disabled. Regards
upgrade version opmanager
HI Currently i use opmanager V5.5 in my company , but i see the best features in the opmanager V8. Can i upgrade my opmanager whit same licence or would have to acquire another? thanks.
Two New editions Of SupportCenter Plus
Dear Customers, As you would be aware that SupportCenter 7.7 is planned for release this month. And with the 7.7 release, we plan to introduce the Enterprise & the Unlimited editions of SupportCenter Plus in addition to the already available Standard and Professional editions. Below is the table that provides the list of features in each edition (list also includes upcoming features of 7.7 - Dashboards & API ) : Standard Edition Professional Edition Enterprise Edition Unlimited Edition
restore deleted requests
In SCP is it possibel to restore deleted requests? If not can this be added as a feature. im afraid of accidentally deleting requests as this will remove timespent from our weekly billing reports. Maybe its better if the reports are based on timespent actually entered as opposed to timespent on requests in the system at the time when the report is generated. thank you
OpManager Disk Utilization Bug - No graph shown
This bug may be specific to CentOS/RHEL but never the less, there is no documentation I have found about it. Issue OpManager (8721 - or less) does not display the disk utilisation for CentOS/RHEL servers. CentOS/RHEL responds correctly as advised in http://support.opmanager.com/sd/AddSolution.sd?solID=35701 OpManager appears to make queries (in addition to the KB article) to the OID: .1.3.6.1.2.1.25.3.6.1.4 and attempt to obtain the disk capacity. This OID does not appear to be implemented in RHEL/CentOS
Choose button missing in edit group page
The button for "Send notification to group technician(s) when a new request is added to this group" is randomly not shown in the page "Edit group"
Delete department record failure
Hi Dear Support Team I'm trying to delete some useless recoreds of department but it seems it is forbidden and below message replies: Department is being used by a module. Hence cannot delete it. and the record becomes disable. Now could you please help me, how can I remove these useless records of department? I'm using the last version of SDP(7506). Thanks and Best Regards
"Cannot insert the value NULL into column 'COLUMNINDEX'" Error
While upgrading from SD 7.5 to 7.6 the update log show several warnings like the one above. Finally the upgrade fails and a database corruption results from this. We're upgrading from 7507 and this issue shows up only when upgrading from build 7514 to SP1. Thanks!
How do you determine which edition you are using?
How can you tell what edition you are using. All it says is Service Desk Plus, and which version you are on.
Change Approval Status always shows N/A
Hi, I'm testing the Change control procedure through ServiceDesk Plus (7602). I need to be able to create RFQs and then have these approved by a CAB. I've created a new Change record and chosen the 'Major' Change Type, however the Approval Status always shows 'N/A', even if I add CAB members and then have them approve the change. What am I doing wrong? If I create a Change record using the 'Standard' Change Type, this immediately shows an Approval Status of Approved (obviously because the Change
Provide functionality for dynamic device collections
Hi all, I have idea that I am sure many would find useful. How about providing the ability to create dynamic collections of devices based on some simple rules using boolean logic. E.g. I would find it useful to create a collection of devices that is of type Windows 2003 AND has "PRD" in its name AND is in the IP range 10.10.10.1 - 10.10.10.100 OR 10.10.11.1 - 10.10.11.100. The membership of this collection would be dynamic and devices would be automatically added and remove as they fell inside
support Sun Java System Application Server
support Sun Java System Application Server monitor?
What time will support EMC Celerra NAS
Hi Support Excuse me.What time will support EMC Celerra NAS ?
How do I get the names of switches to show up in device list instead of IP
I added about 20 Access switches and all are showing up with its IP not name. How can i get the name to show up instead of IP.
Changing default request template
Is it possible to overwrite the default request template with another existing template let's say Template1 and vice versa? The idea is that we need to log certain set of requests in a different template than the current default request template for which we intend to make Tempalte1 as the default request template and then later switch back to the current default template. Please advice.
Login Screen recommendation
Currently the login screen resembles the MS Windows login dialog box in format, but not in function. If you have multiple domains, you need to select the OPTION button to choose which domain the username and password will be authenticated to. In MS Windows you have the option to enter the domain in this manner as well as using the following methods: In the username field: domainuame In the username field: username@domain.com These two method don't work in ServiceDesk Plus. I would suggest enabling
Asset History possibilites?
For the most part, Assets do not change. However, we do schedule a scan every day. When I go to the Asset History, I see pages and pages on "No Changes". I don't care about these items.. I only care if an asset changes. 1) Is there a way to only display in Asset History when the asset actually changes? This would save me a bunch of tie trying to pick out the "Changed" from "No changes" in the huge list returned. 2) Is there a way to search asset history? example: I want to know what assets
Oracle Rac Configurate?
I read that AppManager is compatible with Oracle RAC, RAC 9i in as I create the configuration? AppManager asks the SID physical and virtual worlds ... Thanks.
to analice and get access remote out of my domain
How I can analice and get access remote of all machine that not belong to my domain? for example in my organization there are visitors of other companies and their domains are differents to mi company domain. I don't have the active directory of those companies, by network the scan it works, but I can not get Access remote the message error is: ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist. What I need to configure. because I do averything
Check if MySQL Replications Seconds Behind Master is NULL
Hi, If MySQL replication breaks it'll show NULL for 'seconds behind master' on the slave. Is there a way to create a new threshold for the "Number of Seconds Slave is Behind Master" alarm that can check if the slave server value for this field is NULL? Thanks!
Business Maps customizable Icons
Hello, we try to build Business Views where we can drill down from WORLD --> EUROPE --> GERMANY --> LOCATION --> SERVERROOM --> RACK --> DEVICE So far we had no real problems with that, but at the RACK-View we tried to visualise the Rack and the Devices in the Rack as a background image and then to add the devices to the view for showing the status of devices in the Rack. The Icons that we can place on the view for each device is to large and the Device-Name is always displayed underneeth the status-Symbol.
Interface Index changed - options?
I have added interface index persistence to our cisco routers now: snmp-server ifindex persist ...but before this was done we added/replaced some interface cards to the router and the interface index/IDs changed. We now show 5 interfaces on the router when only 3 are used and actively sending netflow data. How can I either: 1. Remove an interface from NetFlow and let it rediscover OR 2. Merge the data from an old old interface with the new one OR 3. Clear the data from the old interface so it doesn't
Real Browser Monitor Agent (RBM)
I have installed the RBM Toolbar & RBM playback Agent on my AppManager server & remote machine. I have also activated the agent & it is visible from my server. I would like to know how to record a new Webscript ? Do I create it from the server or on the remote machine? When I look in the toolbar on the remote machine, I don’t have the option to create a new script. I only have the following options: HomePage Forums Hide ToolBar Uninstall ToolBar Please can you explain how to record a webscript
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