Additinal search capabilities: Notes, Conversations, and Boolean operators
Add ability to search Conversations and Notes. Add Boolean operators (AND and OR) to Search capabilities. As a helpdesk system, I need to be able to search any field in the database simply, not through an SQL query. When I search for "Excel", I want any request that has "Excel" in the title, description, notes, conversation, or resolution. I also want it case-insensitive, so that it finds "excel" and "EXCEL" and "ExcEL". I want the option of searching for multiple keywords, such as "Excel"
Search in request notes
Service Desk currently does not search through request notes or the time spent description fields.. This is very important for us as we need to find requests by using this method. regards - glen
search function for solutions
hello we are evaluating the SD tool for our heldpdesk. so far we would say it is a great tool! but we have also a smal (hope so) problem. we have now entered some solutions but we can't find all of them with the search function. If we browse the solutionsDB we can find them but they do not show up with the search engine! we tried with keywords and just som words out from the text. can someone help us - maybe, had someone expirieced the same problem?
Search the Resolution area
Is there any way to search on the Resolution? If yes, how? If not, we need to get our Solutions database up and running. Our old helpdesk software did not have a solution area, which means we have no solutions. Can solutions be imported from a file (like requests)? If yes, please advise what I need to do along with the import file layout. Thanks, Joel
Add list of pre-approved changes
Hi I'm new to ServiceDesk Plus and am trying to set up a list of pre-approved changes in the system for people to pick from... Will I have to set these up as Request Templates and have people log service requests then pick one or is there another way? Many thanks Steph..
How to install 2 Services Desk Plus Application in to one server?
Hi, Currently I want to separate SDP in to 2 systems with difference data and structure. I tried to install another SDP in same server that currently running, but it always ask for uninstall the currently running. Do you have any solution for this issue? Regards, SOPHAL
sort database names
Hi, I'm using opmanager to monitor a MSSQL machine and when adding databases thy're sorted on last added.. is there a way to sort the databases inside an instance alphabetically on their names ? See attached picture. KR, Ronald
FA: Login Credentials via Radius?
Hey ME, i am searching for the option to authenticate gui users via Radius similiar to DeviceExpert which allows this option. Regards, Roble
default target for software installation
Hi Is there any way to choose a different default target for software installation? Right now the radio button defaults to "Domain" but I'd like to set it to "computer" to prevent accidental deployment to unnecessary machines. Thanks
urgent.
I have this problem from TUESDAY haven't any log for windos machine. In dashboard I have my servers but Error, Warnig Failaur equal = 0. Only operation that I do is actived the archived files Help!!
Disable reports
How I can disable some Reports ... I have create some Business view, and schedule reports about availability of devices on this view. Just for test ... But, now i can't disable it. Every day at this time, a have received an e-mail ... regards, z
Parameter reports
Hi, is there any way i can produce a report with a parameter query. I have produced this report from the time spent module and would like to let the user select a time period i.e. date from - to SELECT ti.FIRST_NAME "Assigned Technician",wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Assigned Technician",cd.CATEGORYNAME "Category",scd.NAME "Sub Category",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",pd.PRIORITYNAME "Priority",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESPONDEDTIME)
Duplicated workstation/server entries appear in unassigned licenses
Have added software MS Exchange and the number of licenses we have purchased. However, there are duplication entries for workstations/servers in unlicensed installations. This is causing us to look as if we are out of compliance. Any ideas?
requester notification via e-mail only when mode e-mail
How I can send e-mail notification only requester that create request via e-mail and don't send email notification to other requester (telephone and other)
Business Rules - an explanation please
With the new multi layered and cascading Business Rules we are finding that what was working fine no longer works in the same way. We thought that after some support from the SD+ team that we understood what was now happening but it doesn't appear to be so. We use Business Rules (at the moment) only for filtering incoming emails and we had about 15 Business Rules that worked like a conveyor belt, i.e. each time an email found a match/fit within a rule it was handled accordingly and nothing further
Linking Opmanager with SDP
I am trying to link Opmanager with SDP, and keep getting the error "Unable to fetch values from ServiceDesk Plus, The server might not be running or the network traffic may be too high". SDP is setup to use AD usernames, and I have followed all the guides as to setting this up. I have Netflow residing on the same server as SDP on a different port and it connect fine.
Enhanced information about pending replies on requests
Can you look at enhancing the requests page so we can see the number of replies that are on a ticket since the last outbound communication. So 1 green, 1 red, 1 Green , 2 red would result in a (2) next to the red evelope on the request list screen. Also with that the AGE of the reply against the last outbound. Guess date and time is easiest to show here ( as anything else becomes subjective for everyone - minutes , hrs, days etc some would find minutes important , others a few days don't matter )
Closing Notifications for Groups
How I can send notifications to all members of a group when closing a ticket?. I'm testing the 7507 version. Actually this notifications are only for requesters. Regards, Pablo.
Problem with performace monitors with opmanager update 8050
I update my opmanager to the last versions ( 8050 and 8051 ), but now i can't see the historical data of the performance monitors of any device. The opmanager show me the text "No data available" (" No hay datos disponibles " in spanish version ). We execute repairdb.bat but i can't resolve the problem Thanks!
Purchase Orders = Assets
When completing a Purchase Order you can receive items when they arrive. Is there a way to NOT allow the system to enter those items into Inventory/Assets? We are starting to really fill up our Assets with junk that we have no intention of tracking. I know I can go in after receiving the items and just delete them but I would rather have the option to just not have them go into Assets at all. Is this possible???
Computer Inventory
I am at Build number 70100. I recently noticed that in Computers By Inventory, next to "Server" the number is 2, which is incorrect. When I click on the "2" it lists all 7 of my true Windows 2003/2008 servers. Is this a known issue? Thanks - jsbac
Add a user to logon to admanager plus
How do I add a user
Problems with upgrade from 7514 to 7600
Problems with upgrade from 7514 to 7600, after completion of the backup procedure of the tool updatemanager abort the installation, following in the notes on the error log.
Seveity of Alarms and Dashboard
Hello! Here some ideas: 1. We would like to see option for sending some kind of Alarms to different people. For example, when interface is overutilized alarm should be send to John, when errors or discards are over threshold alarm would be send to Bob and so on. 2. Also it would be nice to change severity of some kinds of events for certain devices. 3. We like to use CCTV Dashboard, and we would like to see Applet where Alarms will be sorted by severity. Something like Recent Alarms, but sorted other
Support center plus - Reports date stamp
Trying to configure the report date stamps to display dd/mm/yyyy, but cannot change from mm/dd/yyyy I have tried "report settings" and this does not take hold when I select update. The same with "replacing empty value as" I have searched the forums and noticed the last comment was in 2006 and this was on the roadmap.
Group Devices
Hello, We have 200 servers for different purposes and using OpManager 8050 Servers are grouped in about 20 different groups. I now want to compare the CPU/Memory/Disk usage of the servers in one group so that load can be distributed on them equally. Regards, Shankar
Server autoimport alerting-profil OpManger
Hi how can I in Opmanger 8 for each server that is added automatically add an existing alarm profile? Thank you Benni
active directory
Hi, My opmanager installation reports a lot of authentication error on our active directory and after examining the errors it sessms an opmanager monitor is causing them. How can I find our what monitor is causing this as there are no errors in opmanager checkers. KR, Ronald
Downtime tracking with ServiceDeskPlus? Did anyone try this yet?
We are brainstorming about wether we could use SDP+ to track down time of applications, servers etc. Anyone tried this yet, and if yes, how? Thank you. Jerry Klein
Auto Discovery
Hello, I cannot find the option for autodiscovery in OpManager V7. Is there a config file I have to edit to enable this option? Thank you Ramzi
Understanding Sites
Hi! I want to understand using of Sites in SD. I'm working in organisation, that have some sattelites. So, most requests are coming from Head organisation (I'll name it A), and some from sattelites. So I created Site for our sattelite. Do I need to do the same for the A? For example in Configuration => Departments I can see Departments for "Default Settings" (Head) and for sattelite. Does this correct? Do I need to creat standalone Site for Head office? Or may be there is a faq for my quiestions?
how to get conversation by user and/or by host
Hi! I need to know how to create an report that give me the conversations by user and by IP. My goal is to see what my VPN users are doing. But I am also interested in firewall traffic from internal IP's. Thanks
unknow users in VPN
Hi. I in my VPN report I have all the users users identified. I also can see per user the IP from VPN pool Address that was Assigned to them. Although not in VPN Report. For example I have IP 10.1.1.1 Assigned to userA and IP 10.1.1.2 to UserB But when I see the conversations (traffic) sometimes the traffic coming from 10.1.1.1 does not appea as userA but as user unknow. Also the same thing for 10.1.1.2, some times apppear as user unknow. How can I correct this? ps: All the traffic from internal
Monitoring Exchange store dismount
Hello, is there any way OpManager can monitor if an Exchange information store gets dismounted? We had this happen the other day because of the Exchange 2003 Standard IS size limitation. The service, etc. was up but the store got dismounted. We never got an alert from Opmanager about it.
Downtime Schedules cannot start in the past
If I create a Downtime Schedule that starts in the past, it will never take effect even if the ending date is in the future.. Here's an example: 1) I need to suppress alerts immediately and the time is currently 12:16 PM. 2) I create a Downtime Schedule for 12:15 PM to 18:00 PM. 3) I click the Update button to return the list of Schedules 4) The "Next Scheduled at" column says that it's Finished even though it should be in effect up through 18:00. The only way to get around this is to select 12:30
Mapping requesters to specific request templates
Is there any way of mapping requesters to a specific request templates in ServiceDesk Plus so they automatically get that specific template when they log in with their credentials? Thanks in advance.
OpManager 6.5 MS SQL into 20GB DATA
Dear support. I have install OpManager 6.5 with MS SQL 2005 in my LAB. How could I shrink the MS SQL 2005 database from 20 GB (MDB file) and still can keep all my config, Topology ? If I change config from MS SQL into mySQL, Reconfig my MS SQL, change it back to MS SQL, is that going to fix the problem for my MS SQL (20 GB MDB file) ? Thanks. warren
Integate Netflow with Opmanager
Opmanager 8.0 didn't appear NetFlow Icon
Monitoring Exchange Server
Hi, Recently I downloaded a trial version of OpManager 8.5. It automatically associated it self to active directory but Exchange server is discovered as 2003 server and i am unable to get the Exchange Monitoring Snapshot.What am i supposed to do?
Technician can't see requests created
Hi, i'm new in this soft, to day, a technician tell me: I can't see a request created for attend my computer ! In our config, a technician only can see the requests assigned to him, but how can I do for he can see the requests created on his name as requester ? Thanks for help...
Next Page