operation hours for request due by time
Hello, My question is about how the support center plus applies the request due by time when it is outside of operations hours. For example, if a request is raised on the weekend, does the support center wait until the beginning of the next business day to start the SLA to determine the due by time? Thank you.
Help for requesters
Hi I'd like to be able to add help into the request templates for the requesters... a simple ? button next to fields that when clicked opens up some text set up by the sytem admin. Would be useful for things like priority and request type as these are concepts not all people instantly understand. Cheers Steph..
Business Rule Fetching Details
I recently modifed by business rules to state if request type = none to assign the request to a group. I've found after doing this that I cannot access my business rules anymore. If I delete them and recreate them without the request type=none, it works ok. I need to include the request type=none because the rule isn't executing properly because the request type is not mandatory on our request templates. The error I'm getting when I attempt to access by business rule is: FAILURE :Error while
paste screenshots directly in to description filed
I would like to see an additional feature added to SD that allows users to paste screenshots directly into the description field of the request similar to what is already available when submitted via email. Currently, when submitting via the web portal requesters have to attach this as file which is time consuming and not very user friendly.
Redefining status
Hi, Currently, the 4 defauls statuses (Open, Onhold, Resolved and Closed) cannot be changed or deleted. However, each business unit could have very different workflow and this should be more flexible. For example, for some unit, they want to call 'Submitted' instead of 'Open' due to its own terminology. Also, for some unit, they want to have only open and closed. (which is rare, but some do) So, the ability change and delete default statuses will give more flexibility. Is this feasible in the
Upload progressbar
Hi, We regularly need to upload large file to the solutions module. But as it is now we can not see if anything is actually happening. So would it be possible to get a progress bar so the we can see that SCP is actually doing something? Regards, Allistair
does anyone know what the maximum number of nodes that can be connected to AdventNet webNMS opmanger?
does anyone know what the maximum number of nodes that can be connected to AdventNet webNMS opmanger? Specifically for LTE (eNodeB, EPC-Embedded, HSS, PCRF, P-GW)
Modify Request Views for the Contacts
Hi there, When the Contacts Log in to support center plus under Contacts they have many default filters that can be applied to the request view. We think it is too confusing for them and would like to be able to remove some of these View filters eg. My pending Requests. So can we modify/customize the View filters??
Can't add IDirect 5100 devices.
Dear All, Can't add iDirect 5100 devices. I have tries to ping test with both bi-direct. work's fine. But, in OpManager we can't add the devices. There is showing "Device not reachable" How to solution? Thank you in advance.
Unable tp access jarfile .\classes\OpManagerStartupClasses.jar Error After Restore
Hi there. My company users Opmanager 7.X to monitor the servers and now i'm getting started with this product. My first task was creating a new server to substitute the problematic older one, so I made a backup using the command line commands available on online help and I did a backup of the old Opmanager. Now, I had created a new machine with a 64Bit Windows Server 2008 and with the last version of Manageengine Opmanager 8.5 (I think that this is the last version of the product). I make the installation
unsollicited traps
Hi, I discovered the "unsollicited traps" window where traps, not recognized by a rule, are placed in. Now i've added some trap processors and it would be nice to have some function to re-process the unsollicited traps so they get processed after all. Is this possible ? Regards, Sebastian
How to use Microsoft Certificate with AD SelfService Plus
Hi Sirs, I need info to use a Microsoft Windows 2008 Certificate with the AD SelfService Plus instead of the certificates described in the documentation. Any suggest ? Thank you in advance. Giovanni Coa
How to best implement a netflow probe?
I have questions around using a netflow probe with Netflow Analyzer. How would NFA display data that has missing or incorrect ifIndex fields? What is the best way to setup and use a netflow probe with NFA? e.g. sourced from a data tap. Any recommendations for a probe that works well with NFA? Or specific features to look for. Thanks for any advice
How to Turn off Solutions entirely for non-logged in users
Hi, I would like the wep portal screen to not include anything concerning the solutions. Is there anyway to remove all of the solution componants from the customer web portal?
Users not 'mail enabled' ? can't change 'mail' ldap attribute ?
I need to bulk modify the 'mail' smtp attribute of my users so that servicedesk sees their email addresses. If I try to use the exchange tab to do it, it doesnt return any users under 'mail enabled.' I can modify the 'mail' attribute under 'custom attributes' in modify users, but i cant tell it %givenName%1%sn% like I can under the exchange side. Help !
SS doesnt read Custom attribute value
I have created custom attribute "Division" in Self service (SS) as a series of Tick boxes (although the problem relates to Drop down and free text as well). Tick boxes available are ICT, IS, Finance if i login to SS and set my Division to IS and click save it saves it to my AD record with no probkem. If i then exit the SS screen and relogin the Division value has returned to ICT (the top value on the list) If i click SAVE without changing anything (remember my Division value was set to IS) it is
schedule reports problem...
Hi, I have a problem in schedule reports. I had a technician. I made some reports whit this technician and scheduled this reports. Only this technician saw this reports. After that I deleted this technician and all reports deleted too. I made all this reports again whit another technician and schedule this reports again and see old schedule reports are not delete and system send two same mail about this report. I want to delete old reports. How can I do this?
Issues while applying license
Dear Customers, If your license information is not updated even after applying a new license, Restart the EventLog Analyzer service and check. If the product license period is expired and you are not able to apply the new license using Web Client, please follow the below steps. Go to Windows services and stop the service "ManageEngine EventLog Analyzer", if it is running. Go to the command prompt and go to the folder <EventLog Analyzer Home>\bin folder and type the following commands. 1. Shutdown.bat
Contact login options (edit request?)
Hello, First of all. It is great to see that we can now turn off the account information for contacts, so we don't have to worry about putting information at the accounts that the contacts should not be able to see. Good work! Now the question is: Is there an option for contacts to edit requests? For instance: close, add additional information or assign to a support rep. That would be nice to have. We also tried to make a support rep with hardly any options. But still there are options to see the
Upgrade to 6.1 issue
Hi, I upgrade all my installation of ELA to 6.1 version. On two one I have this problem: hosts show always 0 log. If I create a report there is no data. But if I click on "show last 10 event" on home page (last right icon), the last 10 event are correctly displayed. If I look at Host Detail page the "last message on" are correct. If I search on filesystem on the directory for the archived files I find it. So it seems that data are present but they are not correctly displayed. Some ideas ? Bye
Event Log Analyzer cannot start
Hi everyone, the evaluation period of my Event Log Analyzer installation was expired. The program automatically switch to free edition and I was able to cllect logs from 5 hosts. After a server reboot the service starts normally but if I connect to the web client I received the "page unavailable" message. If I launch the run.bat script I've got the option to insert the path of the license file (I don't have a license file for the free edition...) and the program won't start. The Windows Event Viewer
How acess App Manager using a friendly URL?
Hi All.. Actualy here on our company we access app manager using a adress like http://server:9090 and i have a friendly adress created, but i don't know how i configure it on apache. http://appmanager.company.com.br Can someone help me to configure it? hehe Thanks in advance :)
Monitor Windows Services - Notify when its started
Hi All, This is an opposite of usual monitoring, is it possible to monitor a disabled services from starting? E.g, Telnet service that included in windows server should not be started. In the event someone start the service, OPM should trigger an alert and send email notification. -- Regards, Anandharaj System Engineer (Unix / Linux)
Replying to unassigned ticket
Hi guys... We are a small shop, and sometimes we are all on the road when a support request comes and we are not able to pickup / assign the ticket from a web browser when on the road, yet we still need to respond to the ticket. We have shut off "Contact Notifications --> When the request is updated" because of the amount of email that was being sent to our clients during normal operations. The draw back to this is we have found that if we reply to the ticket via email, the requester fails to get
Is there a way to automatically split closed ticket?
We have customers that will take the last e-mail they got from us and reply to it to report a new issue. As the old ##ticket No.## is on the subject line this this appends the e-mail to the old/closed ticket and we need to manually do "Split as New Request." Is there a system setting where if a closed ticket gets e-mailed that SupportCenter will create a new ticket instead of auto-responding with the old closure/resolution message? TIA, Marc
AD Permissions
Hello, I would like to know how a fresh install of Manage Engine, when running as a server is able to modify domain groups when I have never provided authentication information?
List View Page Size
When viewing customer equipment in "List View" there is an option for Page size, where the default is 100. When this is changed to a page size that allows all of the customer equipment to show on a single page the display is fine. If you drill down to the customer device, the "List View" reverts back to the default page size, which is 100. How can we get this to remain at the chosen page size until the end user is ready to change it back to 100? Is there a way to change the default size for all users
Vendor Field - Hardware/Software?
Hi, The Vendor field in snapshot page - does it reflect to server hardware vendor? or OS vendor? Those my windows servers display the field as "Microsoft". Wonder if it should stated as "HP Proliant" and provide some additional SNMP monitor (eg: server temperature, power supply) -- Regards, Anandharaj System Engineer (Unix / Linux)
Avaya SNMP - Dunce
Hi, I'm attempting to setup our Avaya PBX 8730 with CM5, AES, IQ, and Modular Messaging to be monitored by OpManager, but I'm a complete newbie when it comes SNMP to this.. I could really use some assistance. Thanks!
Business MAP , ICONS
how to change the devices icons in the Business View ( MAP ) , the default ones are not that good
Why am I not seeing flexible neflow traffic with v8 of the Analyzer when according to my configuration and capture I should be.
flow exporter pcd-1 destination 192.168.4.225 transport udp 9996 ! ! flow monitor pcd description 555Wireless_R record netflow ipv4 original-input exporter pcd-1 ! ip cef ! no ipv6 cef ! interface GigabitEthernet0/1 no ip address duplex full speed 100 ! interface GigabitEthernet0/1.2 encapsulation dot1Q 2 ip address 192.168.2.52 255.255.255.0 ip helper-address 192.168.4.220 ip flow monitor pcd input ! interface GigabitEthernet0/1.3 encapsulation dot1Q 3 ip address 192.168.3.52 255.255.255.0
Statistics Daily Report
Hi, I started developing a new report in the following format: Total Requests Received || Requests Resolved at HelpDesk || Requests Resolved at 2nd Level & above || Total Requests Resolved || Total Open Requests || MTD Calls Received || MTD Requests Closed Kindly, I need your help with above report ... Thanking you...
Unable to restore a backup to a different server
We need to move our SD to another server. We upgraded SD at our old server to v.7.6 b. We also installed the same latest version to a new server. We made a backup from the old server and now we can't restore it to a new server. RestoreData tries to restore it but when it gets to the end, we get errors: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ================================================QUERY = INSERT INTO wordoccurren ces
Edit or delete Canned Responses
Hi, I'm trying to find where I can edit a canned response that I created? Whereabouts are the canned responses stored? - I can't find them anywhere Thanks Mike
How to change Success page after New Request from API
I have created a form on our intranet to create a new request. This works great. However, our users are claling because they think it is broken. See the attached image. How do I change the success page???
is there any option to uninstall software from remote PC ?
Hi is there any option to uninstall software from remote PC ? please advice Thanks
How to manage Cluster Server?
Hi, I would like to know whether OpManager to support in managing Cluster Server. Now i have added 2 physical server and 1 virtual host server into OpManager. For this, do i need 3 device license? As all of us aware, some of services / application will run based on the virtual host which managed by the cluster. Therefore i added 1 virtual host and include those cluster services only and remove those services from the 2 physical server. Please advise the best way on monitoring servers that configured
RedirectURL setting
Hi, When upgrading to 7606, a parameter was added to the globalconfigs table for REDIRECTURL which I could set to false so that I could have full access to the servicedesk when I used my iPhone to access it. After upgrading to the latest release (7608), it seems that has been removed again? Can I manually add this back in to stop the annoying forced use of a mobile version that lets me do very little? Thanks, Bryan
Password protect SQL DB
I would like to place a password on the SQL Database containing passwords and security questions. Can you tell me which files I need to password protect? Thanks in advance for help.
Install GINA to Another Forest Domain
Problem area: I have 2 domain reside in 2 difference AD forest, my ADSelfService Plus server join to Domain A Forest A. Can I push GINA installation to workstation join to Domain B Forest B? I have no problem install GINA to workstation which join to same Domain A Forest A with ADSelfService Plus server but encounter problem to install to workstation under Domain B Forest B.
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