How do I get a tech to be able to receive a notification of assignment email if request initiated via email
I am evaluating Service Desk Pro (SDP) 7.6 7611 When a requester makes a request via email, the request is processed and assigned to a tech. If the assigned tech is logged in, he sees that he's been given a new assignment. At present he does not receive an email notification that he's been assigned a new request When that same requester makes a request via the webpage, the request is processed and assigned to the same tech If the assigned tech is logged in, he see's that he's been given a new assignment
Business Rules on Email Requests
Hi, Should Business Rules be applying to Email Requests? I have setup numerous rules that apply if I submit a request via the portal, however they dont apply to anything submit via email. 99% of our jobs are logged via email. Is this normal behaviour or is there something that is not configured correctly? Thanks in advance Jon
Append reply to case when using outlook
When users/techs reply to an email from a SDP case, it is not automatically applied to that case when replying from outlook. Users have to use the website to have the conversation tracked inside the case. I want the reply to be tracked inside SDP when users just hit reply from outlook. When replying, the request ID is in the subject line and it is being sent to the same address we use to send emails from SDP, but still not working like I mentioned. What am I doing wrong?
Workflow of requests
I`d like to know if there`s a way to set an workflow of requets. For example: I open a request when it's closed it opens a new request and then so on. Some requests could be opened at the same time to be resolved in parallel. Ex: 1 - I open a workflow request to buy a desktop 2 - When the first request to buy this desktop is closed, it opens a second request automatically to prepare the equipment (install OS, etc) 3 - When the second is closed it opens a third one to install the desktop to the user.
Hardware Contracts and Requests
When I log a call for a printer or any other piece of hardware that has a maintenance contract associated with it, is this shown anywhere in the request? I want the contract info for the hardware to be automatically visible to the technician so he can place the call with the external company. Gill
Import vendors
We would like the ability to import vendors from a CSV.
Use LANDesk Asset / Software inventory with SDP
Have the ability to use LANDesk Management Suite DB for software inventory and asset tracking.
newbie problems
if a particular that is logged hasnt been touch by the technician..can i send an email to his boss before the due time runs out how can i calculate the time it took a technician to solve a problem..excluding the time he put it on hold.. i need performance report on technicians for the past months i have a request that needs to be sent to a third party..i would like to kno the time it took the technican before he send it to the third party thank you..im new here..your help is highly appriciated..
time entry in resolution
Can there be a feature to add a time entry in the enter resolution screen please?
Problem saving proxy settings.
Hi, I'm using AppManager, last version 9210. I'm trying to write new proxy settings in admin folder, but allways, i receive an error: Proxy Configuration failed. How can i delete all of this settings? Is there any file where i can set to blank this setting and set again? Thanks.
Calculating a percentage from two OIDS
I cannot get this to work... i have OID: .1.3.6.1.2.1.43.11.1.1.9 which is the current toner level in the printer and i have OID: .1.3.6.1.2.1.43.11.1.1.8 which is the total capacity i tried several different way of putting it into the add bulk option but none of them work. the device responds to both OIDs however... i have tried: .1.3.6.1.2.1.43.11.1.1.9 * 100 / .1.3.6.1.2.1.43.11.1.1.8 got nothing i have tried: (.1.3.6.1.2.1.43.11.1.1.9 / .1.3.6.1.2.1.43.11.1.1.8 * 100) i have tried (1.3.6.1.2.1.43.11.1.1.9
multiple requesters assigned to one asset
Hello, Is it possible to assign multiple requesters to one asset. there are several of these discussions years ago but no updates or new information. We have multiple users assigned to one PC because of shift work. Currently we cannot see if a request comes in which asset is that requester using. Thanks
Desktop Central - October 2010 Newsletter sent
Hi Folks, Greetings from ManageEngine Desktop Central. The Desktop Central Newsletter for October 2010 has been sent. The newsletter has details about latest enhancements (build 70122) and the upcoming features that are under development. Regards, ----- R. Romanus Prabhu Lead Technical Consultant Windows Desktop Management Solution Direct : +1 925 965 6478 Toll Free: +1 888 720 9500 (US) | 0800 028 6590 (UK) | +1 800 631 268 (AUS) Email : desktopcentral-support@manageengine.com DesktopCentral | Forum
UserName/PassWord is Wrong - Error Code : 8007052e
Every time I try to run a report I get the error message: UserName/PassWord is Wrong - Error Code : 8007052e Under the "Domain Settings" the status says 1. dc.company.net : Unable to contact AD Server I deleted the domain and readded it and the status under "Domain Settings" said "Success", until I refreshed and I got the above error again. The login is correct, I verified the password and it is able to log into the domain controller. This is a fresh install of AD Manager 5.0.0 build 5000. Thanks.
Report for Software License Expiration?
Does anyone know if there is a way to set up a report for software license expiration? I'm trying to manage software licensing in ServiceDesk Plus, and I'd like to be able to run a report that would generate a list of software licenses by order of license expiration date. Any ideas?
Template assigned to Group
I have searched in here, but was unable to find an answer. Is it possible to create a template, but have only members of a specific (admin-defined) group have access to view/submit that template? For example, only sysadmins should be able to submit a request for a new server build. Can I setup a template that will only be viewable to Requestors that are assigned to the Sysadmin group? Thank you for your time. Shawn
import a list of devices
Hi i was looking for a way to discover a list of specific IPs ( from various subnets, from a CSV, Tab etc file) I have a few lists comprised of roughly 80 IPs each, and I want to add just them rather than adding all the subnets and then remove what i don't want - desktops and such - is there a way to do this? Thanks, Raymond
Auto Logon Helper on Linux
Hi, i am trying to create an auto logon helper for ssh on linux machines. I tried konsole -e ssh %DNS_NAME% -l ¬COUNT_NAME% as command to invoke in linux, but just nothing happens when trying to use it. I am using Firefox 3.6.10 on Kubuntu 10.04. Did anybody successfully create an auto logon helper for ssh on linux? Thanks in advance, Thomas
not-auth in requester dashboard
I have a problem that in the requester dashboard overview some tables (like levven/priority e.d.) display "not-Auth". This is strange because when the user views his request he's is able to see these items. It probably is a setting but I can't find it can anyone help?
manually add inventory?
Is there any way to manually add inventory without installing the agent? For example a laptop that is remotely offsite and never connected to our network. We'd like to record (enter details manually) into DC and have a record of this equipment. Thanks Kevin
Checking if a file share \\server\share$ is available
On our file servers we are defining a lot of different shares. Sometimes some shares become inaccessible for various reasons. I need to periodically check their availability. The predefined OpManager monitors allow me to check files and folders, but only through mapped drives. I cannot map a drive to every share, so this is not a solution. What other solution would you recommend? TIA Alex
How to remove a computer from inventary
Hello, we're testing Desktop Central and don't know how to remove computers from inventory:
Has anyone else seen these errors on a Citrix servers?
I am getting a lot of errors in the event viewer. Event ID 103 all generated by DesktopCentral. It essentially says that it is "Unable to get username from token!!"
Automatically generate a due date by priority/SLA
Hello all, First post. I would like to know if it's possible to have a due date automatically generated when a request is assigned a priority? I know it's possible to match a priority to an SLA, now if instead of escalating to another support rep it could be flagged as overdue instead once it slips outside the SLA that would be perfect. At the moment it seems due date (or time) has to be allocated manually upon edit or creation? Also is it possible to have a request line change colour when a request
Business View Ideas
Please allow an option to hide the labels for devices added to business view or at the least change the orientation so instead of it being on the bottom it can be out to the right. this is an issues when i put the devices on a rack diagram as the names are unreadable and the diagram is already labeled. as you can see the racks are already labeled so having the labels on the devices is useless.
Force users to update their details before they logon?
We are evaluating a number of self service products, we also have ADManager Plus. My questions is a number of your competitors have a pop up screen once a user has entered their userName and password that forces them to update their details and can not be cancelled. This function is very useful as it increases accuracy of the data in AD and can be run periodically or on a one time basis. I have used the self service portal in ADManager Plus but only find 30% of users update their own information.
Service Desk & Exchange 2007 Mail Fetching
I am unable to fetch mail when using an account that is on an Exchange 2007 Server. Any help would be most appreciated Dave
Geo Location not working - Netflow Analyzer 8
I configured the proxy settings and downloaded the GeoIP database, but when I click the "Show Geo Locations" button, I go from this: To this: Is there something else I need to do to show the locations?
Change UID and apssword on SQL database.
We had a security audit. One thing that was picked up on was the SQL database behind Netflow Analyser was using the default UID and password. Can this be changed without damaging functionality? If so, how? Thanks.
Security Log is Full
Hi, I'm evaluating ADAudit Plus on a 300 user domain. Since I installed the product, I have been inundated with support calls from users stating that when they try to logon they are presented with an error message that the Security log is full and only an administrator may logon. Since ADAudit is essentially a log mining tool, it seems like more than a coincidence that this is occurring shortly after installing ADAudit. Any Help? Thanks Mike
newbie questions
hey..im new here..i got some questions 1. how do i calculate the resolution time for a particular job. 1.1 our business rule says that..jobs before 2pm is to be completed the same day and jobs after will be completd the next day. so if a request comes in at 3pm and a technician start the job at 9am the nex day and resolve the problem by 10am. the resolution time would be one hr..but if i do the normal calculate..its gives something like 20 hours..how can i change this. 2. someone make a particular
Problems with adding new servers.
Hello, I have added a new serve wiht the IP addresses. Added well. When I am searching on the IP address the system told me that the server with that specific IP address isn't added. Can you help me with the problem. Thanks.
Only reporting Outbound Traffic
We have just upgraded to version 8 proffessional and since then we only get Outbound traffic reported on most of our Cisco router interfaces. This was fine on previous version , can you please advise what I can look at to fix this. Nothing has changed on the routers at all. many thanks for any help.
Re-`install SDP Error
I am trying to install OpManager. I previously was using the free version. I ran the uninstall from the Control Panel. Now when I go to re-install OpManager I get a message saying 'do you want to uninstall opmanager?'. I reply yes, then get a message telling me that the OpManager service is being removed. The process runs to completion. I then try to run the installer again, and get a message asking me if I would like to remove Opmanager. I then get a message saying the service is being removed.
Astaro 8 is able to send logs to Firewall Analyzer but data not complete
I am using Astaro Gateway ver 8. It successfully sent the logs to FWA but when i open the reports, the data is not complete. Is Astaro ver 8 supported by FWA 7?
OpManager Reports
I am wondering if there is a way to add a Reason colum to the Server Availibilty Report? When a server goes down an alert is sent, I then go into that alert and add a note with the reason for why it went down e.g. Power Failure. So what I'm wondering is, is there a way to get that note I added for why the server went down added to the Server Availibilty Report? Cheers,
Purchase column in scanned software
Under scanned software, even when I add software license, the column "purchased" still shows as "-" , but when I click the software to view in detailed, it is able to show the quantity of the "Purchased Licensed". How do I populate the "Purchase" column?
Users - Technician List - Deleting a member from site deletes from all sites
Hello, I am working with the demo SDP 8.0 beta and I have created three seperate sites and have all set as custom for their settings. In the Users - Technician list, I am able to choose association pull down menu and all are customized as they should. As soon as I say delete a technician who is in multiple sites, it deletes for all of those sites and not just for the one I have selected please help
Problem changing request templates
Hi, We've a problem when we change a request "request template" from one to another. Sometimes the request becomes uneditable, or simply doesn't change the template and frecuently the server cpu load reaches 100% without lowering until we restart SDP. Do you have any solution for this? We're using SPD 7.6.0 Build 7611 with MySQL DB
Usefull error message
We are having issues with our external email delivery, when i try to update our mail server details I receive the following error number. Error Code - 1,285,671,300,626. Anyone shed any light on what this means please.
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