Privileges to monitor active directory
How can I monitor Active directory without giving domain admins privileges to the application manager user? else How can monitor any machine without using an administrator account? Thanks in advance Carlos J.
email profile association
Hi, I know an email profile can be associated with the "associate" button. However, now i do have 2 email profiles which i would like to compare in what they are associated with. How can this be done ? I can't find some button to see associations per email profile ? Neither can i see all associations for 1 email profile in a summary. thanks, Sebas
Registered contact issue
Hi, I set contact auto-addition like this. Then, I sent email request from hotmail account (jeff_a_@hotmail.com). The request was logged and contact was also logged. Then, I tried to register using hotmail account on Customer portal, but I got this message. So, I clicked on "Forgot password" and found this message. These two messages makes me very confused. I looked up the contact from Admin page and I could find it under "All contects". But I could not find it under "Registered Contacts".
Migrate to a new server
I need to migrate my existing installation onto a new server...how do I migrate the settings without having users re-enrolling?
User close their own ticket
A lot of times users will put in a ticket and then figure out the solution for themselves. It would be helpful if they could go to the resolution tab of the ticket and close it themselves. I would say they should be able to change the status to completed, add text and save the ticket, but not save as solution.
New Request TO & CC
Dear All, How to insert the CC or BCC email ID's in Main Request page or support Rep so that new request will be sent to both CC,and BCC because at the moment the request only sent to TO IDs, we need to configure CC & BCC IDs field as well. Saeed Ahmed.
NFA not listen on TCPv4 address
Hi All! I upgraded NFA from version 7002 to 8500 on RHEL 5.4. After upgrade NFA no listen on TCPv4 address. Only on TCPv6: [admin@ocean ~/]$ netstat -na | grep 9996 udp 0 0 :::9996 :::* Whats wrong? How I can fix this?
TicketOwner?
In SLAs there is a TicketOwner$ option, is that the requester or the technician?
Cannot Create SAP CCMS Monitor in Appmanager
Hi, Have successfully added monitor for an SAP Server , however, when I try to add a monitor for SAP CCMS, I revieve a popup which should include a list of CCMS choices, however it is empty. ALL prerequisites for the SAP monitor have been met (SAP Java connector, etc ) and we are licensed for the SAP monitor. Tim
Can't deactivate Categories in SD Configuration Wizard
I am trying to deactivate categories in Sd but not delete them. I was previously able to do this but can't now. i am currently on SD version 7608. Is this changed from 7600?
V8 Beta Template Question
Hi All, I'm currently trialling the new V8 beta which seems to be really good. However, I'm trying to find a way to change the SLA violation templates and after much searching, I can't seem to track them down. Can someone point me in the right direction? Thanks a lot, Scravid.
Product associate to a Group
In our company the Products are associated to a specific Group, but I didn´t find a way to configure it in SC+. So i would like to suggest this process. A configuration to set that a specific product is associate with a exclusive group ou for all groups. Because sometimes we need to change the Group and the Product associated to that request. If the user forget to change the Product it will be use to proceed with the Group that this Product is not supported. Am i clear ? Best Regards, Kyner
Font changes per row in OpUtils 5.8
In tables that list computers and users, I notice the font changes between a serif and a sans-serif font. Is this by design? How can I make the font-style consistent. It's really annoying!
Customize watch and make calculation with OID
Hi there, I´m evaluating OpManager software and I have a few doubts: 1: Can I customize the watch in a device snapshot page with another monitor? 2: In a pre existing device template or in a new one, How can I create a new monitor that allow me make same calculation with the OID? 3: How can I change the OID of a pre existing monitor template? 4: Where are the templates files (in wich folder)? I Can edit them direct? Exemplo for item 2: (.1.3.6.1.2.1.25.2.3.1.4.1*(.1.3.6.1.2.1.25.2.3.1.5.1-.1.3.6.1.2.1.25.2.3.1.6.1))/(1073741824)
Integration of OpManager (8051 with Service Desk Plus (7604)
Hi we have an issue where I cannot get Opmanager to cleanly integrate with Service Desk Plus. Under Add-On/Products Settings, I enter the appropriate details and test the connection. The result is 'Successfully tested and added the ServiceDesk Plus server details' Under Notification Profiles, when I attempt to configure a profile and select the appropriate Category, Priority or Technician, the drop down selection lists are empty (default option of 'Choose a Value' is listed.) Please advise how to
Documents specific to Client and Products
We have multiple large corporate clients. We would like to be able to load documents that are specific to each client eg IT system layout plans, handover documents etc. Obviously we don't want other customers to see those documents. Can we do that? Also can we load generic documents against a Product and so when you set that a client has that product they can then see the various documents related to the product? Thanks in advance.
Addition of an "Interested Party" field
Hello all, My organization has been using ServiceDesk for quite a few years, but would like to see another field implemented. A few other applications we use in our IT department use an "interested party" feature in their help desk tickets. What this basically consists of is an ability to add any user (even outside of any department) who would like to see the status and progress of a ticket. Usually this is simply done by inserting the user's name and/or e-mail and sending them a copy of any
Check Boxes
Could you implement Check Boxes as custom fields? It would be very handy to track things like what software is installed for a user etc.
Cannot close any request
Hi, We're trialing service desk Plus MSP and it's pretty good so far. Only problem is that nobody can close any requests at all. Whether we edit the request to change the status to closed or close them from the requests tab, nothing happens. The page reload with no errors and the request stays open.
"Ordered" status in ServiceDesk Purchase Orders
After a PO has been approved, it would be great if an additonal status of "Ordered" or "Items Ordered" were available. I do POs a couple of hours per week, with the rest of the time spend on other tasks. We have enough volume now that it sometimes gets confusing which POs have been approved (with the order placed to the vendor and waiting for receipt); and which PO has been approved by my supervisor but is waiting for me to actually send out the order to the vendor. Any help would be appreciated!
Question on setup: two teams using one Service Desk
We would like to use Service desk to handle our tickets for both the IT team and the Facilities team using the same installation of Service desk. What is the best way to do this? Currently we have email accounts set up for the individual departments (IT and Facilities) that forward to a single account that is picked up by Service desk. These emails then need to be sorted and assigned somehow. Is there a better way to do this? Can Service desk be configured with the ability to pick up from two separate email
How to make logon screen default to given Domain Name
How do you set the logon Domain Name default on the users homepage? Can this be set on the link given to the users or another may.
SDP: Is it possible to back out hot fixes?
Hello, I'm developing my plan for applying the 7610 hot fix to SDP. Part of my planning is developing the backout plan should something go wrong. So my question is whether it is possible to back out a hotfix after it has been applied. If this is possible, what is the method? Thanks!
Two problems with Scheduler / Tasks
Hi, We use SD Plus 7605 and have started using the scheduler. There are two problems with it which we would like fixed in the next service pack. 1) In Home -> Scheduler Task shows up for technicians on the scheduled "end date", not scheduled "start date". I think the tasks should either a) Appear on the tasks scheduled "start date", or b) Preferably have some sort of visualization to show them extending from the "start date" to the "finish date" 2) When opening Tasks of mine from the Scheduler, then
Knowledgebase requires login?
Why does the knowledgebase/solutions require that a user have an account and the ability to log in? Solutions should be open to the public, easy to get to and be the first line of defense for the help desk. It empowers users to fix thier own issues and not tie up support engineers on routine calls. So, why does the KB/Support area of ServiceDesk plus require that a user be a valid user with a login in SD+ before they can view? Or am I missing something here?
Support Team Having Issues?
I'm posting this here because I placed a support request via the website 2 days ago, and left a voice mail with Support yesterday and have yet to receive a reply. We had an errant backup fill the hard drive on the server running OpManager. OpManager is not starting automatically, and when I attempt to launch it manually via 'StartOpManagerServer.bat' I receive the following error: Invalid License File ERROR CODE : 535 Please contact AdventNet, Inc. 5645 Gibraltar Drive Pleasanton, CA 94588 USA Phone:
After 7.6 Upgrade the Purchase orders email sent from address is no longer from the Tech who created it.
After 7.6 Upgrade the Purchase orders email sent from address is no longer from the Tech who created it, I can't find any way to fix this. any ideas??
Symantec Endpoint Silent Removal
I am trying to uninstall Endpoint silently for the network on multiple computers. Now in my distrib folder where all the apps are located we dont have the uninstaller.exe/msi package for endpoint. So I thought I would try to push the setup.exe and windows would recognize that endpoint is already installed and give the option to uninstall. No Luck. How would I go about this? Thanks
Technicians
I am unable to add a new technician. I have a license for 5 technicians, created 3 (not counting the built-in administrator account), yet the license info tells me that I am using 5 technicians already. Previously created technicians got deleted a while a go. Does this got enything to do with it?
Opmanager - how to find devices without a notification profile
Hi, Can you provide a query (MSSQL and MySQL) to list any managed devices where I don't have a notification profile attached? Many thanks, Dean
Having problem with templates
I'm using Firefox 3.6.6 and have been since I first started using ServiceDesk. I just recently upgraded from our outdated 7.5 build to the latest that I found on the website of 7.6.0 build 7608. When I try to enter a new request, everything appears to work until I get to the "Add Request" button at the bottom of the page. "Reset" works, and "Cancel" works, but "Add Request" just depresses and then returns to normal. The only way I have of entering requests is via email. I have also tried Internet
Reports for Users
I was would like to know if it is possible for users to see the reports and use them? If so, could someone let me know. If users cannot see and use reports, why not? Thank you.
Network Layer 2 discovery on latest OPManager release
Hi, I installed the latest 8720 release. I added several switches and routers that are connected eachother. I selected one layer3 device but I can see only one switch connected to this device. How the Layer 2/3 discovery works? What I need to configure on the devices? What are the vendor currently supported? What if I have Cisco devices separated by a Juniper firewall (let's say)? Thanks in advance for your support. Roberto D.
CLI/SSH/Telnet monitoring docs?
I can find bits and pieces of code and configuration examples through out the forum and website. What I am looking for is a complete document on this subject. Is there such a document? Thanks
Collation Discrepancy when upgrading from 7016 to build 7512
Hi I am trying to upgrade SCP to build 7604. We are currently on 7016. When applying the first update, I get the attached error. Support Center Plus in running on Virtual Image with Windows 2008 Server SP1 SQL Server is running on Windows 2003 Server SP2 Database Collation is SQL_Latin1_General_CP1_CI_AS Server collation is Latin1_General_CI_AS I also tried AdventNet_ManageEngine_SupportCenter_Plus_7_5_0_SP-0_3_0.ppm. This one worked. AdventNet_ManageEngine_SupportCenter_Plus_7_5_0_SP-1_2_0.ppm still
Netflow issue Cisco 7206 router
Hi, I am using Netflow V8. I am not able to out stats for Cisco 7206 router on fastthernet interface. I tried using ip flow ingress & ip flow egress options also, no clue. Please help to get the problem solved. Following is my router config. interface FastEthernet1/0 ip address 10.250.4.102 255.255.255.252 no ip redirects no ip proxy-arp ip flow ingress ip flow egress ip pim sparse-mode ip route-cache flow ip igmp join-group 239.1.1.1 duplex full speed 100 no cdp enable no standby redirect
Configuring Service Levels
I suspect this is going to be a feature request, but thought I'd ask first if anyone has suggestions on how to achieve my aim with SLA's We have legacy SLA's with the business based on specific items of work and whether the work is for an Incident or a Service Request. For instance a failure of Microsoft Excel may have a 4 hr SLA, but the Service Request to install it will have a 3 day SLA. I want to minimise the number of categories/sub categories and items, so would expect to have just APPLICATIONS/SOFTWARE/MICROSOFT
Page layout broken after adding a new Item
We use ServiceDesk Plus 7.6 Build 7608. After adding a new Item to a sub-category (under Admin > Categories), the whole page layout is "broken". The page affected is CategoryDef.do. This is only a minor issue , because the Item is being correctly added to the sub-category. Also it does only affect the case when adding a NEW Item (not editing). A page refresh will bring back the normal layout...
Version 7609 Enhancement # SD-23982
I updated to 7609 and I noticed the CC option when creating a request. How do I customize this? In the "README" it mention "This will be set through webform / api / email parser." Not sure what that means. I cannot find anything under the Admin tab to customize this.
Syslogs
Hi, We have a SSL-VPN device which can send syslogs to Opmanager. When an user logs into the device, Opmanager is receiving the syslog and the whole message is displayed (see attachments). The only thing that I want to know is the user and the action (which is in the message). For example (see also the attachments); user = admin msg = User login successful Is is possible to display only that information instead of the whole message?? This also applies for users who logged out. Regards Dennis Panman
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