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
Active Directory Replication Monitor or Report
There are no report for AD Replication, DNS Entries Added/ Deleted/ Modified? These things is very important of Active Directory Moanagement. I am not able to find theses reports in AD Manager Any can help me out
Error 1067: The process terminated unexpectedly
Just installed the latest hotfix and when I went to restart the Desktop Central, it would go through the motions and then stop. Went into Services and attempted a start and would receive the following error. "Could not start the ManageEngine Desktop Central 7 service on Local Computer. Error 1067: The process terminated unexpectedly." Restarted the server itself and then the Service Desk server showed it was started, however could not access the web browser associated. After looking through the
Task Help
Does anyone know if there is a way to have tasks auto populate with tasks that are assigned to a person? If I click on a request and there is a task tab it shows the people who have been assigned tasks but I also want those to show up on the users home page task area. Is that possible? If not can you add that feature, it would be nice for a user to be able to go to their home page and see all that they need to get done for the day.
Removing a workstation in AD do not delete it in ServiceDesk
We are trying to setup ServiceDesk plus 7.6.0 Build 7608 to be used as asset management tool. A few questions have come up: Synchronization with AD: Removing a workstation in AD do not delete it in ServiceDesk, is it possible to achieve that? Likewise renaming a workstation seems to pass unnoticed by SD?
Null Pointer Exception when Adding Partition details wmi
Hi Opmanager support we are deploying opmanager in airasia and when we add partition details monitor on wmi for windows 2008 server but after add the monitor we dont see monitor one of the engineers last time asked for logs, but not mention which log.so we asked airasia and he told null pointed exception in log as below 12:24:58:849 PM The Error Message from getPartitions : null 12:24:58:849 PM java.lang.NullPointerException 12:24:58:849 PM at com.adventnet.me.opmanager.webclient.util.WebClientGraphUtil.setNonSNMPData(WebClientGraphUtil.java:335)
Question: Differences, Desktop Central and Desktop Central MSP
First, let me apologize in advance for this post as i am sure its a duplicate. the search feature on this site is not currently working. Someone.... Explain to me the difference between these two products. i tried both, and it seems like the MSP one has less features. Yes i know its in beta and will have more features and editions as it nears completion. but for now, im looking for a comparison between the two.
HTTP Status 500 When creating a custom view filter
I'm am an admin within our system, but, beginning today, I am getting a status 500 error (screenshot attached) when trying to create a custom view filter. I have tried this in IE and Firefox, cleared cache and cookies in each of those browsers and am still getting the error. I have had no problems with these filters for the past 3 weeks when we began using them. There have been no updates done to our system since yesterday. We are are running version 7.6.0 Build 7608
Tasks Workflow
Good Morning, I'd like to know if it's possible to create a request template, with several tasks, linked between them, but not visible till the previous one is closed? For exemple, there's a request template named "New user", with 3 tasks. Each one belongs to a specific support group: 1. Give an user id - for the Helpdesk 2. Create the user into the Active Directory - for the level 2 support 3. Send an email to the user's supervisor, with the userid and his password - for the communication team
defaulting settings for income email support
We defaulted some of the compository fields for when we create a new job and that works fine. The issue is that when we receive a support request by email, some of the fields remain empty so before closing we have to first change the fields. Is there a way to receive new job requests by email in the same format like when we open a new job internaly?
List-Search in the view Workstations > SiteNotKnown does not work
On the page... /WorkstationListViewForGraph.do?criteria=SiteNotKnown when clicking the search icon in the list (magnifying glass) and searching for any field value, one gets redirected to the page... /WorkstationListViewAction.do and the search results are not being applied/displayed.
Alerts not triggered in one particular group?
FYI! We use application Manager 9 - recently we received an issue, i.e when alerts are triggered all groups in adventnet are working fine, but in one group recently no alerts where triggered, we checked all options, all the alerts aree configured, but we did not receive alerts, how to debug this issue,pls let me know
File server shared access monitoring
How do you use Manage engine to report on who access files on a file server and monitors the type of access, etc. for audit purposes?
ER Diagram for J2EE Web Transaction monitor
Hi, would you please send the ER Diagram for J2EE Web Transaction monitor? As I have to retrieve the data for further reporting. Thanks a lot. Catherine
VMware ESX
Hi , I would like to know which versions of VMware ESX are supported by the last realease of AppManager the 9200 one. Thanks and regards !
Next Page