Use of Description field for Category / Sub-Category / Item
In 7.6.0, is the Description field associated with the Category / Sub-Category / Item ever visible to anyone outside of the Admin module in SDP? I'm trying to figure out if it is worth the effort of maintaining the description. Is it visible to Technicians at any point? What about Requesters? Do the answers to these questions change in 8.0? Thanks!
FAnalyzer generating default reports time interval
hi, I'm testing faz. Faz receives syslog records. There is no problem. That I want to ask a question is: what is time interval that default reports will be generate? I'm surfing internet and then i'm looking up reports and advanced search but I don't find any url (destination) in reports. thanks, umit.
how to add Contract info to an asset record.
After an asset is scanned initially, I'd like to go in and add extended contract information to the record and don't see how I can edit or add additional information at that point.
ServiceDesk Web Client on Server
Is there any way to stop the Web Client from starting on the ServiceDesk server after a reboot or ServiceDesk service restart?
Assets - Software Problem
I just started working with the Manage Engine Service Desk Plus Tool. In my company we made a scan over all the workstations and also the software. Until now I changed the type of scanned Software from unidentified to managed. after I did this I chose a Software folder and chose "associate minor versions" to pick the changed software and insert it. (for example: a new scanned showed me adobe reader 8.1, I set it to managed and after that I chose my already existing software Adobe Reader and inserted
Asset still shows as being assigned to user
Hi, After changing an item to be back in stock, it still shows it as being assigned to a user although it's status has changed to be in stock. This never used to happen and is now causing confusion Regards Neil
Due by Date/Time Mismatch
Hi ServiceDesk Team We have configured Operation Hours and SLA for our SDP. This is our working hours. This is our SLA. This is our list of current tickets. As you can see in the red rectangle, the created date to response due is 8 hours and response due to resolve due is 8 hours. But 8:30 am to 5:30 pm is 9 hours. Thanks. Isaac ME Tech
History of Tasks within Requests
I have templates for new hires and terminated employees that have 4 tasks associated with them. I cannot track the history of the tasks. I can only view the status of the tasks and notes, but I can't tell if someone else closed the task other than the assigned technician or added notes, etc.
Reversal of Closed Purchase Orders
We received goods, paid for them, and then they failed. We have returned the goods to the supplier and received a Credit Note, but cannot reconcile the original PO to resolve this.. Anyone got any ideas of how to resolve this ??
Device Availability report issue
Hi , We are using OpManager build 8721. While pulling device availability report of last 30 days through OP.In case of 100% up time it shows 20 days 21 hours is total up time. Also , almost all monitor availability shows approx 25% is not monitored .Hoever there is no shuch activity where we had not monitored. Pls refer to attached report .
Disable/clear downtime scheduler
I am using the free edition of App Manager, and it has gone past the 30 day trial period. I originally configured some maintenance windows in the Downtime Scheduler, but now I want to remove/disable them. But because the trial period has expired, I am unable to edit the Downtime Schedule - I get the message that "This Feature is not supported in Free Edition". Is it possible to get a temporary license which will allow me to clear the settings in the Downtime Schedule? Cheers, Paul Hobbs
How can i create a report about: process time in Service Desk by sql command
I want to create a report processtime in service desk by sql command! This is report form i want: - RequestID - Description - Processtime by formula: processtime = resolved time - created time - onhold time But i don't know how can i create it! Please, help me! Thank & best regards! TuanLA10
Netfow plugin settings - change server settings
Hello, Running Opmgr 8721. Installed the Netflow Analyzer plug-in on the OPmanager server, than uninstalled because we have a separate Netflow server. When I try to add the new NA server, the Netflow settings screen keeps showing the IP address of the Opmanager server. Where is this information held so I can delete? This is the error I get when testing: Unable to establish connection to Netflow Server Thanks.
How to export the number of each server's error
How to export the number of each server's error report in opmanger by weekly?
Event log analyzer - Unclean shutdown of previous run
When I try to start ManageEngine ELA service, it stops and on command promot, it shows the error " Unclean shutdown of previous run" . I have uploaded the log and err file to your website in directory dsl20101111. Please advise asap. thanks Jatinder
DNS Resolution
Is there any way to turn on DNS resolution for all entries in all reports all of the time? And once it is on all of the time, does it cache lookups? Also, if an entry changes how does it handle that (meaning if 192.168.1.2 looks up to hosta today and hostb tomorrow, how is that handled)?
NCM Decice Templates
I'm trying to import configurations from Cisco Access points. 1130AG 1252n I can add them if I do it 1 at a time but doing it that way there is no "Device Template Name" for either type of device. For vender I select: Cisco For Device Template Name: Cisco Aironet Access Point For Series I enter: 1130AG For Model I enter: Cisco Aironet 1130AG And it will add the device. If I try to add the device using the Import SNMP Device method the IP addresses for the access points are not listed. YES - All
ESX host in cluster not updating vm list
Hello, Running Opmgr 8721 with Vmware add-on. We have an ESX cluster with 3 nodes, 1 is currently in maintenance mode. Of the 2 that are active, 1of the hosts in Opmanager is not updating the list of virtual machines that it hosts. I have deleted (from the quick config wizard and removedbentriesnew), then re-added the host, but still the same issue. I will submit an email to support. Thanks.
Support Tab
Hi. I have just got the problem where when clicking on support the page that appears is blank. Can someone please help Thanks martin
Java.exe consuming 100 % of CPU - SD version 7.6.0 Build 7604
Hi, We are running SD 7.6.0 on a dedicated server with 2 CPUs and 2 GB RAM. The db is on a dedicated MS SQL 2005 server. In the last couple of days I noticed that java.exe uses 100 % CPU and stops SD from working. Just gets inresponsiv. Even restarting the service or the server had no effect. In no time java.exe is back to 100% and stays there. Hope someone can help me to solve this issue. Thanks and best regards, Markus
java.exe 100% CPU usage - SD version 7.6.0 Build 7604
Hello, We are running SD on a dedicated machine with 2 CPUs and 2 GB Ram. Was working fine for a while. But in the last few days I noticed that the java.exe consums 100 % of CPU and so SD becomes unresponsive. A restart solves the problem for a while but the sooner or later java.exe goes back to 100 % CPU utilization. Anyone an idea why this is happening and how to solve the issue? Thanks and best regards, Markus
multiple active directory
hi i intalled centerlite msp and servicedesk plus MSP integrated, and when add news publics domain to import ou for integrated autentication for my customers not puch OU to import users. my installation are in one datacenter and my clientes in the others networks, ho to comunicate with this domains???
Merge request with newer one
Hi, I like to know how I can Merge a old request with a newer one. And is in the new version it possible to link requests, so that if a request is solved all people will receive an email. and that all request can be shown to the requesters.
Enquiry about technical issue for Firewall Analyzer
Hi All, I did was to restart the PC where the FW Analyzer installed, deleted and re-added UDP 514 and 1514. Now both ports are up but still the program fails to collect packets from the PIX. Meanwhile, I notice that the services "ManageEngine Firewall Analyzer 4.0" always turns off itself despite I manually start it. Can help me fix the problem!
Enquiry about technical issue for firewall analyzer
Hi All, I did was to restart the PC where the FW Analyzer installed, deleted and re-added UDP 514 and 1514. Now both ports are up but still the program fails to collect packets from the PIX. Meanwhile, I notice that the services "ManageEngine Firewall Analyzer 4.0" always turns off itself despite I manually start it.
OpManager data collection stopped Windows 2008 installation
Just add on to it, We have found one more issue,that is the OpManager suddenly stop monitoring the VM hosts which were configured earlier. But my Guest OS is still been monitored, again there also we have an issue.Even though snmp services is up and running on all the guest OS the OpManager is not able to resolve the snmp credentials and it's failing to monitor the CPU and Memory utilization. Don't know what is running behind but for sure we are facing a serious problem with these many issues having
Top 10 with exclusions
I run the following query every month to produce my top ten, however I would like to be able to exclude certain individuals, specifically if a service desk analyst is logging calls. Can someone amend my query so that I could add individual users and stop them appearing in the report for example Smith, John and Brown, David. Thanks. SELECT top 10 aau.FIRST_NAME "Requester",max(dpt.DEPTNAME) "Department", count(aau.FIRST_NAME)"Count" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
Purchase Orders – Append Attachments
I would like to suggest a feature request surrounding Purchase Orders and attachments. Currently if you wish to add an attachment (scanned delivery note for example) to an approved Purchase Order the PO will revert back to a Pending Approval status which is rather annoying as the items being purchased haven’t been change and the PO then needs re-approval from management. If would could add attachments to a PO without it reverting to Pending Approval that would be great.
SDP 8002 still duplicating requests!
I am running SDP 8002 and still have an issue with new requests getting created from responding to existing requests. 1. Have a user create a ticket through e-mail. 2. Have a technician respond back to the user through SDP. 3. When the user responds back to the technician a new ticket is generated. I wish I could just easily revert back to 7604. Where are you Patch 8003?
Unable to edit description after saving
Hello, After creating a new template and inserting HTML code inside of the description, we are unable to edit the description field without deleteing the template alltogether. I have attached a screenshot of the issue. Thank you, Samir
Reporting mismatch
Hi there... Firstly, i'm new here and i want to salute the community , but... What is the difference (algorithm) between the IN/OUT Traffic counters from the <Interface View> Tab and the "Avg" counters from the <Speed-Graph> screen (see the following pictures). In my understanding they should be the average per selected interval, but they aren't the same (some times they are pretty close). Even for one day report there are noticeable differences. The Speed-Graph screen seems more accurate to me (the
Changing the date format
Hello, We have just purchased your software and I am trying to figure out if there is a way to adjust the date format. Currently all formats available under personalize appear to be in a day/month/year type format. I would like to be able to change the format so the date will display as Month/day/year. This is especially needed when looking at open requests
ServiceDesk 8 and Software License
When adding a software license, one can fill in an expiry date which is handy. I don't think there is a possibility to get an expiry notification out of the box but would it be possible to generate a query which shows all the software licenses together with f.e. this expiry date?
Conversation history in PO Module
We would like to have the ability to view conversation history within the PO Module to show the notifications for approvals and email messages sent as an audit trail and for problem resolution. We also need the ability to search by approver to see all POs awaiting approval by a approver. We also would like the same filtering options as in the requests module and to save the filter as each purchasing agent wants to see only the POs that they manage. Thank you.
"Unable to create task. Selected computers are not available in DC"
"Unable to create task. Selected computers computername.domain are not available in DC" when attempting to install software via Service Desk to a computer. I click on Select Workstation and I pick the workstation but when I click save I get the error above. The only thing of note is that in Desktop Central the PC is listed by just its name with the domain it is connected to. In Service Desk Plus it is trying to connect to pcname.domain. I can install to a user with no issues.
Purchase Order Module - Fractional Quantities
Would like to be able to enter fractional quantities as we use our existing PO system for vendor labor which is generally billed in quarter hour increments. It would also be nice if there was an additional Labor type available under the Product Type definition screen.
SDP 8.0 CC field auto popluated when I reply to a user from a request
How do I turn off the reply template automatically CC'ing the technician when he/she uses the reply button in a request?
Asset Auto Sync
Hi Team Readme file in SDP V8 stated <Auto Sync of Distributed Data: The inventory data scanned in the remote SDP servers would be pushed automatically to the central SDP server at periodic intervals> Is this future available between SDP and AssetExplorer build no 5504? There is an error appeared <Problem while pushing data to central server. Pushing the file to the central server failed> Manual import using ZIP file working fine. Regards MeTech
GL Codes
Hi, The Purchase Order processing element within servicedesk looks like it could fulfill our requirements for same with exception to the GL codes! We have entered the GL codes and descriptions - the issue is - only the code is selectable from the drop down list box - the descriptions are not shown. Both fields need to be shown for this to be usable. Any chance of a fix or fudge please? Andy
Issues with "Alert Request Owner when the associated Task is closed" notification rule
hello. I have met some problems with notifications.The notification rule "Alert Request Owner when the associated Task is closed" doesn't work. Installation's version is 7.6.0 and the build was 7608. Because of this issue I have upgraded it to the build 6711, but it does not make sense. I'm attaching 2 print screens. One is the screen of "notification rules" you can find there that I had checked appropriate rule. And the second screen is a result set of this query - SELECT * FROM notificationcontent
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