Report KPI - average assigned time and average resolved time
Hi, I need report with average assigned time (between create time and assigned time) and average resolved time (between assigned time and resolved time) per Technican / Month. The first problem is with find resolved time. I have only closed time and it is not the same. If the SDP has no resolved time it can be cost register time (last if ticket has more than one register time). The second problem is with working hours. The average assigned time is time between create time and assigned time minus
I've lost my inbound e-mail
I've noticed that I've lost some my inbound e-mails... Here I see request that have inbound e-mail from requester And here I can't see them :(
When Changing priority level from medium to low the call breaches SLA
SLA is set as follows Priority Medium - 4 hours Priority Low - 8 hours Create a call in PM an save it. Edit the call and change the priority to PL the call breaches SLA immediately. Also the "Due By" date & time field gets erased. Why would this happen? There are no issues if creating a call in PL and changing it to PM. Any help is appreciated. Thanks
Run Application Notification Profile
Dear Sir, I have an application that need to be run when an alarm is triggered , I need to pass the device IP Address parameter to the application , I used IP Address parameter but it returns the IP address of OP Manager server not the device. Can you help me on that please My best regards
Custom Query Report
I´m trying to use the Query Report, but I have a problem. In my select I have this function (A.TIMESPENTONREQ/1000/60/1400). In same cases the result of this function is a decimal number, but the report is always round up. How can I see the number in the report with their decimal fields ?
Custom Report message filter with Boolean in ELA6
Greeting! I was wondering a method how to perform an AND in Custom Report message filter. Since there are already have AND/OR in Alert and DB Filter.. For Example, without any pre-defined report like Top User... I'd like to create a custom report of an window security log of syslogd format. I will try to input 528, administrator in message filter criteria for successful administrator logon. The secondary report will be 528, user1 for successful user1 logon. But the result seems that the criteria
No database in SQL 2008 Express instance
Hi! Is there OpManager can monitor database of SQL 2008 or only 2005 and below? I can view SQL 2005 bases and read http://support.opmanager.com/sd/AddSolution.sd?solID=21301 But list of databases in SQL 2008 Express is empty. Michael
Moving support Rep from local login to AD login
When we 1st setup the system we setup all support reps with SC+ logins. We now want to move to AD logins for all the support reps. Is it possible to change the Support Reps login to AD?
regarding esclation when response time has elapsed
Hello, I am using support center plus ver 7.5 I am getting this problem that level 1 esclation after response time has passed is not happening. uner SLA , I have created a high priority category and set the following : Any Request matching the above rules should be responded within : 10 min If response time is elapsed then escalate: [checked] Escalate to : one engineer assign to : another engineer Esclate after : 5 min the above rule is not being triggered, even though rest of the rules for esclation
perfomance of the system is diminishing, any idea in regard to the performance tunning....
we use version 7.0.0 build number 7016 and in some cases the database hangs and the data will not refresh. Any idea about how to tune the performance of the system? Jay
ERROR: Trying to start MySQL server failed
Hi there, We've been runnng Password Manager Pro on Windows Server 2003 R2 SP2 for almost a year with no problems. The server was rebooted on the weekend and now we're unable to start the PMP Service. I'm able to start the service manually (using the Services MMC) but it stops again almost immediately. I've attached WRAPPER.LOG, SERVEROUT0.TXT and also the output I receive when running STARTDB.BAT from the command line. Any help would be much appreciated.
Help !!! I need to know how to figure out a error!
It says Requieres more than 1 bussiness views of shortcuts exhausted, also when i want to add a device(s) the program star to load the configuration however it never go forward. Also when i select the link Maps and then i want to add a Business View it never pass, it says Initializing Bussiness view and never go forward. I will like to be on contact with you my email is isjonat-@hotmail.com Help i have been on that for many time.
How can i change bivUnKnownServer.jpg for unknown devices.
this icon http://demo.opmanager.com/webclient/devices/images/CeruleanBlue/bivUnKnownServer.jpg
Report on Assets and associated components
Hi, I would like to create a report on Assets and its associated components. Anyone please help me on the query.Didn't find any related thread. Thank you. Regards.
Filter to show only requests with a reply pending
This is bugging me, how can I create a filter view or use the search facility to just get open requests that have a reply pending ( showing Red Envelope ) Thanks, Andy
Suggest hardware scan tool to create CSV
Hi! Can you suggest me simple software or script that can locally scan workstations and save hardware info to CSV reports? The problem is we have many workstations those are not in domain. I tried to generate reports using Everest Corporate and HWinfo but result was disgusting: there are no options to tweak templates of reports for ServiceDesk Plus needs. Thanks in advance.
Parameter Query in reports
Hi, I would like to run a report using the Timespent module but use a parameter query to enable users to select a date period using a prompt before running the report. Is this possible?
Server restarts all the time after restoration from full backup.
Hi! I have a problem with Service Desk after having restored from full backup (ver.7.5SP6). The server restarts again and again after the message Server container loaded If I make a clean install of version 6 of SD it starts correctly with clean database, but after restore it hangs like that.
Editing Bug when you want to change a report ???
Hi All! Some Settings dissapear when i want to edit an existing report. I do the following: 1 ) Go to "Reports" 2.)Open an existing Report (i.e. "All Calls from creation Date") 3) Use the "Edit" Button Now you see "Step 1 ", "Step 2" and so on where you can edit it. Change something and start the Report 4.) Now klick "Edit" again. 5.) For 1 second 1 see "Step 1 ", "Step 2" and so on....and then it is gone...i cant see or edit anything....??? I have to close it and open the report again and
mail fetch stops working
we've been only using the mailfetch for a week now, but over the weekend it stopped fetching email. mail server = exchange 2003 protocol = pop SDP = 7604 I've tried stopping and starting from within SDP, no luck Tried restarting POP-service on exchange, no luck Tried logging in to the account using webmail works fine and there are 3 mails waiting to be parsed. Telnet into pop account from SDP server works fine. Log-view shows no errors. I have attached support logs
ServiceDesk Request Via Email
If for some reason the email functionality cannot be used in ServiceDesk, would it be possible to manually attach an email to a request or does it have to be automatic through SD? In a worst-case scenario, we could save emails as html files and attach these to requests, although a better method of attaching emails to requests would be more desirable. -Justin
SQL query for report - need help
Q1.How can I do query for datetime period from last Thursday 07:00 to now? Its for WorkOrder.CREATEDTIME. I want paste that to my query. Q2.What mean <from_lastweek> - <to_lastweek>?From what weekday begin week? Like I understand its from Monday 00:00 on last week and this week. Or from Sunday?
JVM exited unexpectedly
Dear, I just downloaded Service Desk Plus and Installed it. After finish installing, the Service Desk Plus can't run. It just stuck in the "Loading Database Modules", and then it will start over and running a loop. I used Windows XP Profesional SP 2 and choose Enterprise Edition when installing, and also choose to use MSSQL as the database cause I already have an existing SQL Server 2000 in my computer. I stumbled across a file that looks like a log file.. wrapper.txt inside the bin folder STATUS
Java OutofMemoryError Crash
Running 7.5.14 on Windows 2003 Server. Getting a Java OutofMemory error that crashed Service Desk yesterday. Want to avoid it in the future - is there a supported method of increasing the heap size? [14:27:26:105]|[03-15-2010]|[SYSOUT]|[INFO]|[63]|: Low Memory detected: Thread: Thread[Thread-1,5,main] Exception:: java.lang.OutOfMemoryError: Java heap space [14:27:26:105]|[03-15-2010]|[SYSOUT]|[INFO]|[26]|: [JBOSS] Engine: StandardWrapperValve[action]: Servlet.service() for servlet action threw exceptionjava.lang.OutOfMemoryError:
Problem with sending SMS
Hi, I configured the Mailserver-settings, so that mails are created correctly. Now I wanted to create a profile to send SMS via e-mail. unfortunately, this results in the attached error. I can enter any mailadress whre the mails should be sent to. It always creates this error messages. However, if I use an internal mailadress, it works and a mail is sent to this user. But it does work with mailadresses in another domain. HELP PLEASE !! Juergen
Favicon
How do I change the favicon for IE browser tabs, etc.? I would like to use my own custom icon as opposed to the default SD icon. I have created a favicon.ico file and placed it where I thought it should go but it hasn't worked so far. This is very helpful for branding.
Email details in notifications
Is there a way to include the email reply in the notification email? For example, it is almost useless to get an email notifying me that someone has replied to a request when it won't include the content of the email. Rather it just says someone has replied to the ticket and it shows me the ticket details but not what the requester replied with. Often I'm not able to get into the help desk right away and I would like for the notification email to include the content that the requester supplied.
Can't access mobile site using Windows Mobile 6.5
I have a Windows Moible 6.5 device and am unable to access the mobile site for ServiceDesk Plus. I don't even get a login screen. I know the site is availalbe as I can access it from my computer from home but when I put that same URL into my phone browser it fails and tells me the site timed out. Is the port the same for the mobile site in the latest build, 7602 for mobile clients? I am entering http://servername:port/mc. It works on my PC but not my phone. Thanks.
esclation not happening in due time
Hello , I am using SCP 7.5. The problem I am getting is that the escaltion is not happeing in the due time, it happens but after due time has elapsed. Is it the server issue or something else. Appreciate your feedback Zealot
Survey change request
Hi SCP support, I would suggest to things regarding survey: 1) have the possibility to enter survey data "manually/offline" without the requiremnt to send email to the customer. In that way we could use SCP only like Survey storage/report using our old method of survey alreadyin place 2) have the possibility to select when to send the survey to customer and not every time that a request is closed. The idea is to have a button "Send survey" in the request. Please comment
IIS not working after install.
I installed SD+ and now the websites I have had running over IIS are not accessible over the internet. The requests just timeout. Does anyone happen to know why this would be happening?
modification of business view in opmanager
within business view when modifying or adding add device leaves the following alert: Requires dwells than 1 business views or shortcuts exhausted aid please
[MSSQL Alarms] Instance name variable not available.
Hi, I'm currently setting up our MSSQL monitors, wich now gives good numbers thanks to Sharavanan from support, however I meet some disappointment when I set up the alarms messages. It seem that the "$INSTANCE" variable is not available for MSSQL monitors (We have SQL Instances on our server). This is a problem since the E-Mail we get only send the name of the Device, wich is the Windows Server, and the message is something like : Page reads per second is 776 Reads/sec, threshold value for
Reports on Internet useage
We would like to setup monitoring on our internet router, so we can look at a period of time and see what our bandwith usage is. Does anyone know how to setup the monitoring so it will look at a period in time (i.e. the last 24 hours)? Thanks
Scan network for switches and routers
Hello. I'm trying to add my switches to assets list, but when I add network, for example, 172.17.0.0 - 172.17.0.255 and specify snmp community (RO or RW) I'm getting an error "General failure while scanning node." for every switch, router or access point while scannig the network. Any ideas? thanks
When closing/resolving Jobs SD sends a new job notification.
7604 This only happens to one technician and if you check the servicedesk there is not a new job listed but the request ID's have incremented. Also the 'send email on closing to tech' notification is NOT ticked. Thanks
Site problems
hello, could you please tell me what does this error mean? Error Code - 1,268,730,590,655
Syslog Review
With the syslog viewer in OPManager 8 I can only view the recent messages. Is it possible to access historical data? Thanks
SQL Injection protection
My employer is looking at purchasing ADSelfService Plus, but is concerned about protection against SQL Injection on the MySQL db. Can anyone confirm whether or not the MySQL db will pass commands from the web application (i.e. special characters used in db queries) to the database without checking the input?
Community Tab
The Community tab in FireFox 3.6 doesn't display properly
Next Page