OpManager able to close a call
If something is reported by OpManager, such as a response time notification, and the rearm value is set, then two calls are logged (quite correctly) in SD+. It would be useful if the call could be closed or partially closed. For statistics purposes, we still want the incidents logged, even if cleared, but would prefer an auto-closure option. For us, this is significant for logging when response times on Websites go through the roof (we have 42). They will often then reset and we would like them
Opmanager integration into Service Desk Plus
I have tried numerous times to integrate OpManager into SDP. Both products are on the most current builds, and I have followed the instructions for supplying domain credentials without success. Both products reside on the same server and aside from the integration function normally. Any help would be apprectiated. Thanks, Tim
How to include an Closed Case in a new Contract?
We do a case to a new customer before contracting the service. This is a closed request. Now we want to include his request in a new contract, but I can't change the account field. How can I do this? Thank you. Sergi
Documentation
Hi, I there a way to export the monitoring settings per device so that these can be reported offline, perhaps to a Word document or a PDF? Thanks
password not working in csv
Hi to all, I'm trying to create new users with Ad Manager plus but when i import users the password is not being imported. any help with this would be greatly appreciated
Requester - Portal Access
Dear All, Creating or importinag a user if you have multiple account a URL to access the different portal, you cannot restrict the access to one portal. A Portal http:\\servicedeskmsp:8080\CustomerX and a portal http:\\servicedeskmsp:8080\CustomerY are both accessible by a requester X (where this requester is linked to the Account X and not the account Y) Thanks for your advice,
CSC-SSM logs not showing up on Firewall Analyzer 6
installed firewall analyzer since it shows that is support the csc-ssm module logs. I've setup the csc to send/export logs to firewall analyzer ip but its not showing up as one of the device. I've set it for both 1514 and 514 with syslog facility local0, local7, local1 but nothing shows up on the analyzer. Setup kiwi syslog on the same machine to check and see if its getting it and it does show up there.
Report Request - Help Please!
Hi, I need to create a report as follows. Any help would be appreciated: Format – csv Requirement - The number of incidents open for the month, broken down by category, sub category and item and grouped by Team. Frequency – This needs to be produced each week on a Thursday morning at 9am. So for example 1st – 7th march 2010, then 1st – 14th March and so on and so forth until the end of month is reached. Any help would be much appreciated, because my SQL knowledge is not great. We are running ServiceDesk
Merge accounts
Hello, A lot of time goes into merging manually account. We are Importing via CSV and when a name of an account has changed we need to find all contacts from the old account and attach them to the new Account. Then we have to open all the request made on the old account and click "Check changes" so the request get assigned to the new Account. Then we have to find the old account and delete it. This is possible in contact "Reconcile Contacts" and that works great. Could you "Pretty please" implement
Mail fetching bug
We are testing SCP and we ran into a mail fetching problem. Some mails will cause a STOP FETCHING from scp. Afther reading this form without any luck " only please send us the log files, we keep the solution to our self" I discoverd the problem. SCP cannot handle sub adresses such as root@test.testing.nl we i change it to root@testing.nl every thing is oke. I deleted every sub account in all the devices etc, now i don't have a mail fetching problem. The only problems that i have is (reading the
Purging Unused software from Scanned Software
I am hoping there is a way to purge all software that is showing up in our Asset module of SD+, we currently have over 5000 software applications found and many now have 0 machines with app installed, I am unable to sort the installed column which would be fantastic if this was possible then I could easily tick those and delete. Any suggestions? Thanks in advance
Popup Help
In many parts of the configuration, you have a description field, which is never seen except by Admin when configuring Some parts of the system, or even what we define (eg in a category), can be a bit cryptic, due the the length limitation of the field. It would be good if the description field of a configured item (eg Category, Subcategory, impact,urgency etc), on a form could either 1. Popup when the user hovers of the field or 2. There is a ? mark at the start or end of the field, which can be
scanned software
hi i have finally started to use the scanned software feature properly but am coming accross a couple of things that are a bit odd (i am running build 7502) 1) when looking at the software installed on a workstations and selecting windows 7 workstations it does not show any of the installed service packs, all software is listed under software details section and not under installed service packs. on windows xp workstations this is listed correctly 2) the issue as described under item 1 also applies
Editing contacts via e-mail
I have set-up inbound email's to be logged as requests. How do I edit the contact name when a new request has come in? By default support center plus uses the e-mail details as the contact name and populates both e-mail and contact field with the inbound e-mail address. I cannot edit the user details as editing contact name removes the e-mail address. Stewart
Warranty Details Against Product
Hello I am new to SCP, and have been asked to enable the system to flag warranty details against individual product items, I have had a look at this but can't seem to find how to go about it, is this possible? I have seen the advisory option and wondered if the warranty details per product could display like this, perhaps with a flag when the warranty expiration is nearing regards Barry
Incident Alerts\Notifications
Hello I am new to your software and am slowly working my way around how it works etc all seems straightforward enough until I have been asked if there is a way in SCP to flag an alert regarding warranty details against individual products, is this possible? Regards BW
SugarCRM and sc+
Hi Is there any way of using customer database from Sugarcrm as a source for account and contacts. (do not want a csv import) but an sql query (replace the name field with an query) Anyone done this or similar? Regards Paul Langlo
Permanent BCC
Dear all, Please advise how can i put a permanent BCC to some e-mail address so that i don't have to put them all the time at support center plus.
Splitting previously merged request
Hi all, I've hit a recurring 'problem' with the way the system allows requests to be merged and split which I may have already raised but I thought I'd take the time to expand on and provide a full explanation for everyone. Note: items shown in order of occurrence: Request 1 raised System sends auto-response Request 2 raised System sends auto-response Request 1 - support rep sends response A Request 2 - support rep sends response B Request 2 - merged with request 1 Request 1&2 - support rep
Adding a device successful, but then not found in system
Since upgrading to build 8050 from 8025 I am unable to add any devices to the system. No errors on the upgrade and since we have not had any issues with general use / monitors or the website itself. We have an unlimited node license. Please help as I have new servers and a remote router that I must have monitored for compliance and statistical purposes. Regards, Ash
7.6 java 100% CPU useage
Hi guys, We have an issue with java running 100% on servicedesk 7.604 - We have tried the language tweaks mentioned elsewhere on this board, and also modifying the startdb to increase memory usage with no luck. We have disabled all network scans so that purely the ticketing system is in use and have archived old data but are still having a massive performance drag with this - it's frankly becoming unworkable. Suggestions?
Can I change what info is displayed in the requestor block on a template?
Can I change what info is displayed in the requester block on a template? I'd like to add a custom field and remove Asset from the current default box.
Move existing SCP installation to new computer?
Hi guys, Can anyone please give me the correct procedure for moving an existing installation of SCP to a new machine? Is it as simple as backup and restore of database? Thanks in advance. Keith.
LAPOSTE FRANCE: Relation with asset and site
Like the relatio nof a asset with a person or a service, we needs a relation with a site. A printer in network in a site can be divided by several services So when a requester call the helpdesk, the technicien have selected the site and when he search a asset he can just selected "Asset from user" or "asset from departement" it's necessary ti have "asset from site" For a sociéty whe have most 17 000 sites, we cannot create 17,000 services
Error with Adtran Routers
After the installation of 8030, I can no longer rediscover the interfaces of our Adtran devices. Other routers do not seem to be effected. Has anyone experienced this? Thank you
Resend Client Notifications?
Is it possible to resend client notifications from their request? ie. If a client sends an email to the helpdesk or a support rep takes details over the phone, but for whatever reason their email address is wrong / missing, at a later date a support rep goes in and corrects it It would then be helpful to resend any notification to say we have received their request and give them their ticket ID etc. Is this something that anyone else would benefit from? Thanks. Keith.
Windows Service - don't restart ?!
Hello, we have OpManager 8050 and Premium licence ... Some windows service, which we monitored, don't restarted automatically ... We have checked "restart this service, if the service unavailable" ... This mashine, is monitored trough WMI, don't have SNMP community ... It is very important to us, to work properly ! Best regards, S
Template for DC, Exchange Monitoring and further questions
Hi, Is there a possibilty to create a template for dc or exchange monitoring? Or how can I change a treshold for a exchange, dc monitor, so this will work on every dc, exchange server? And some further questions: - I don't see any interfaces on windows server? Do I have to enable SNMP on the servers? Shouldn't it work with WMI only? - On some devices I see only the IP address and no DNS name, although there are DNS entries for this devices? - When I do a device import, all the servers will be recognized
Moving the Archive.
Currently ELA, the DB and the archive are all living on the same 250GB HDD. Is it possible to move just the archive to a different disk without blowing up ELA? I have a 500GB HDD ready and waiting but I can't risk killing my current reports and would like to preserve my current archive. ELA v.6001 running on windows server 2003.
Reload data for a report.
The report was using the credentials for the individual previously holding this position and therefore was not collecting data for a month. The credentials have been updated and ELA is now communicating correctly but how do I tell ELA to recollect the 32 days worth of data needed? ELA V.6001
change the language from chinese to english
Hello, After upgrade my DeviceExpert to 5420, I found the language was changed to chinese. Please tell me how to changed it back to english. Thanks!
A advice for DeviceExpert!
hello, I knew the feature of DeviceExpert that it use a simple script to configure mutil-devices. And there are three roles to administer DeviceExpert. But it can't administer a device use different role account with a DeviceExpert's acount. It means that there are dialectic relation between DeviceExpert's accounts and device's accounts. The key point is that different role account of devices could execute different commands. It can be carried out by a radius server. However, the device can only
MS SQL 2005 Backend with RHEL5
Is this possible yet?
distributer edition problem https
hi, i install distributed edition and during admin server's installation i set ip x.x.x.x and port 8400. Now i change on admin server the connection to my client server from http to https and the server client going down. why? i must change configuration on server client? thanks Andrea p.s: apologize bad english
Why does my Windows2000 SP4 Domain controller hit 100% CPU utilization when polled by EventLog Analyzer?
I have a Windows 2000SP4 Domain controller that hits 100% CPU utilization every time EventLog Analyzer polls it. Any Idea why this is happening and how I can rectify the problem?
reports saved to folder location instaed of email
Hi, we have loads of reports that are generated and emailed to a generic user account. We are soon changing this and all the reports need to be saved in a folder rather than sent by email. Is his possible in event log analyser? Thanks Phill
Web Client error message after moving from MySQL to MSSQL 2005.
HTTP Status 404 - /event/index2.do type Status report message /event/index2.do description The requested resource (/event/index2.do) is not available. Apache Tomcat/5.0.28
How to get CPU loading of Cisco 6509 SUP1A ?
Hi, I can get the CPU loading of MSFC I but I can not get it from SUP1A of Cisco 6509 switch. So snmp setting should be right. How can I get CPU loading of SUP1A ? Brian
EventLog Analyzer Stops Collecting Data?
We have this running against all of our DC's. About once a week (lately) it will stop collecting data and will not start again until the box is rebooted. Anything I can check?
ELA for Linux and Snare Agents for Windows
Hello, i'm trying ELA for Linux, what is the correct configuration of the SNARE agents for Windows? Thanks in advance
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