Release or Service Pack
Hello, I have been looking at the Forums, with issues users are having and there has been talk about how this or that is fixed in the next release. When will the next release / service pack occur.
Problems adding perofrmance monitor - Monitor not available
Hi, i tried to add performance monitors of one of our servers but unfortunately AM9 only displays a small subset of available performance objects. Is there a way to add e.g. "CALeqm Blackbox Simulator Service" by myself? Why is this object not displayed in the performance classes? Kind regards Florian Arth
Extracting More Data for a given Monitor
My organization is currently running Applications Manager 8 (build 8010) to monitor a handful of different things. When looking at the data supplied for the built-in reports, it looks like the data collected at any given poll is rolled-up to calculate a min value, a max value, and an average for a given hour. I am guessing that the data collected through each poll is only retained for a short period. If this is true, how long is the data actually retained? Also, is there any documentation that might
Support Centre Plus opinions
Hi all, I have been tasked with finding a service desk software product for my company. We adopt a business to business support model. My company supports both I.T items as well as other products (manufacturing items). I came across Support Centre Plus and I was wondering what you users think of the product and what your feel generally is? It would be good to hear opinions from some users.
tunnel IPSec-Gre in and out traffic
Hi, I have the folowing scenario one HQ VPN router and one Branch router connecte with an IPSec-GRE tunnel. All interface for each router (HQ and Branch router) are configure to export netflow to NetFlow Manage engine server. I compare traffic from OUT tunnel traffic from Branch router -> IN tunnel traffic from HQ router and IN tunnel traffic from Branch router -> OUT tunnel traffic from HQ router. The traffic should be almost the same out->in and in->out from Branch->HQ but: 1. I saw that ntp,
Monitoring status of SQL Server Agent
Hi What would be the best way of monitoring the status of the SQL Server Agent with AppManager? I have several SQL instances monitored, but I can't see anywhere on that page that can be configured to show the status of the SQL Agent. I have the status of the jobs configured to show on the SQL monitor, but this is not enough - I need to know that the Agent is running so that the jobs run - if the jobs don't run they will still show the previous runs' completion status. I've also found that one of
Import csv
Hi I import account/member via .csv. The problem is that I do not get right information in right field on the account's. In other words, I get the SAME info in all fields. How should the csv-file look like? Now I have one row for each type of infomation. (1=sure name 2=last name 3=customer(company) 4=phone 5=Adress 6=email) Can I export FROM supportcenter to csv so I can see how it should look like?
JMX remote monitoring
Hi, I was trying to configure to monitor Java runtime and i failed, Herewith i have attached the screen shot for more info. I checked both in windows and linux with following config, but i was not able to configure. set CATALINA_OPTS=-Dcom.sun.management.jmxremote.port=7009 -Dcom.sun.management.jmxremote.ssl=false -Dcom.sun.management.jmxremote.authenticate=false CATALINA_OPTS="$CATALINA_OPTS-Dcom.sun.management.jmxremote.port=7009 -Dcom.sun.management.jmxremote.ssl=false -Dcom.sun.management.jmxremote.authenticate=false"
Is anything ever fixed in this product....
without having to: 1) a re-installation of the product or 2) waiting for a service pack ? It seems like there is very little that tech support does to solve issues rather than telling everyone in the forums to "send a log", "we'll talk about that", or "wait for a service pack". As a person responsible for this system, I'd like to see more support responses of: 1) Do these steps to troubleshoot AND POST THE STEPS. 2) Actually solve an issue in the forums AND POST THE RESOLUTION I love the SDP product's
Send for recommendation history not being logged in History of Change
Change recommendations are not tracked under the History of a Change Request.
Problem Windows Domain Scan
Hi Is the problem that when you configure a domain to scan NT always requires pre-2000 format and my windows 2003 domain is configured. Thanks Hernan.
Ability to assign scripts to requests
Can you look at an option to assign scripts for Service Desk techicians to use when handling a call please. By this I mean a list of prompts of key things that need to be asked, obtained etc for a call. These will change by the type of request being handled. For us this could go down to ITEM and, or atleast subcategory, and probably should include Request Type. I tried adding a Multiline box to the request template but that only shows a couple of lines of text. Even looked at Tasks and Task templates
Unable to add a previous requestor
I have a requestor that left the company and I deleted her from the requestors list a while ago but now this person is back and I am unable to add her as it is stating that she is already in the system. Here is the error: FAILURE :Login with same name already exists. Please provide different value for Login Name. Please report the problem to the system administrator, with the Error Code - 1,265,656,729,723." Is there another place where I need to delete her so that I can re-add her? Any help would
MIB and OID Acronyms
Here's an easy question...what does MIB and OID stand for? I've been looking in the user guide but can't find the definitions. Thanks, Frank
Error in Restore
Hi I accidentally ran the option reinitializeDB.bat and lost my database! I'm trying to add my back up through the restoredb.bat but the message below: Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup file] ********************************************************************************
Helpdesk Error ( Technicians Unable to see New request )
Hi We have installed ServiceDesk Plus Software ver. 7.6. WE have also created few Technicians. But those technician are unable to see the request which is created by other users. Only administrator can see all the requests. I have attached the screen shot of Error. Thanks in Advance.
servicedesk and database
Hi, Is it possible to change database from MySQL to MSSQL and move database to another server that is dedicated for Database?
Event Viewer
Dear all, I want to know if it's possible to monitor other event log. For example, Safeword application create new event log and I would like to monitor this Event log. Could you help me please, Best regards,
Upgrade
how i can upgrade from 7.6.0 build 7951 to 7.6.0 build 7603 please your help
Global policy
Hello, it would be useful to be able to configure a sort of global policy to prevent users to set the same password for many resources. Even if the password is compliant to the specific policy applied, once discovered it will be a big security threat. Maybe a specific report could be arranged to detect those duplications. Have a nice day.
Global View Customization
Dear Friends How can we customize the Global View tab? I need to add Group Field in the combo where Priority, Level, Category etc are available as list; to monitor the performance and total tickets of Groups and their technicians. Thanks and Regards Abdul Majid Khan
Technician Roles Enhancement Request - Display Members of Role
Currently using 7509 My enhancement request: Please list the members of a current Role when editing it.. Team of 75 technicians, having to edit each technician to find the 4 that are a member of a certain role isn't a good use of Manager time. Thanks
Desktop Central Passes Windows 7 Compatibility Test
Hi, We are happy to announce that Desktop Central has successfully passed the Windows 7 Compatibility Test and has now been listed in Windows 7 Compatibility Center . This means that Desktop Central can now be installed and run on a computer running Windows 7 operating system. Both 32-bit and 64-bit are supported. Cheers!
CAPTURE NAT TRANSLATIONS
How can I configure the product to capture Nat translations and access-list information?
Microsoft SQL
We are testing netflow with Microsoft SQL 2000 and have found a few major issues: 1. We are unable to port our configuration per the procedures outline by manage engine. Has anyone had any luck doing this? 2. We also have observed that in build 7600 when you configure it for MSSQL, the netflow service will not start unless you allow the application to create the database. This makes using a restored database impossible! Has anyone had any luck restoring MSSQL database from a .bak file and using it
MSSQL
We have been testing Netflow install with MSSQL and have found some configuration issues: 1. We have been unable to migrate our configuration to MSSQL. We have referred this to support, but I have been unable to ID this issue anywhere on the forums. -Has anyone had success with migration configuration from MySQL to MSSQL? 2. During testing and install of build 7600, I have found that netflow service will not start if you do not allow the ChangeDBserver script to create the MSSQL database. This inherently
Netflow 7 collector up/down notification
Hello, my question is: whenever there is a problem with a collector, I receive an e-mail alert "collector down" - which is very nice, but no alert when it goes up. Obviously I will know, once the issue is fixed - power down, connectivity etc, but in the long run, it will be easier to log events if I could turn on notification for "collector up" for instance. I found no settings related to collector state alerts, is this possible? Thank you
Allow remote connection other that localhost
How do I allow connections from other that localhost? jason
Idea - Reports - Background shading on report details in exported reports
Hi, When I export a report into PDF the shading behind each of the cells in the request data comes through from the HTML render. When printed this makes it a little harder to read whilst also wasting ink - it would be nice if this could be turned off for PDF exports or at very least an option be made available to control this on a per-report basis. Thanks, Andy
Problem - Reporst - Stacked report legend not labeled
Hi guys, Please close this if it's been fixed in a newer version than 7007 but I've noticed that when I create a stacked bar graph in a report the legend doesn't have a title, which is somewhat confusing to anyone who isn't familiar with the report. Cheers, Andy
Service Desk Shutdown
Dear all , I'm using service desk plus version 7602 , i have problem with services desk , sometime it's auto shutdow , this is log when shutdow ..\mysql\bin\mysqld-nt: Normal shutdown ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them What
Reply templates
Our default reply template from a request is configured to pick up details from the ticket itself such as Requester Name and Technician. I've based my other reply templates on this same logic but instead get the $Requester and $Technican in the reply rather than the value. Can't the custom templates also pull information from the request?? Jennifer
Costing Report with Sub-categories
Morning all, I have been using the below query to report out a list of all IT/Non-IT assets including the cost. However I need to edit it to show the different sub-categories of assets. Eg. Show whether a workstation is a Laptop or Desktop. Show what is a server, what is a router etc. Then when I export the report to excel, I can filter via category for ease of use. Database is: MySQL Any help appreciated! Query below (Which i grabbed off one of the many reporting threads anyway :) )
Asset reports showing warrany expiration date
Is there a report or can one be made that shows the warranty expiry date for all laptops. The field is in the assets but I don't see a report or custom reports option to show this.
Email messages in the organization
we have been requested to style all System generated email messages in the organization. We are trying to put a background image on all ManageEngine notification templates, but we haven't succeeded yet. Could you please provide me with a method to do that? or is it feasbile in anyway. Thanks in Advance Ali
Default Support Plan - Priority settings for Contracts
I have finished adding all the Contracts and the SLA for all of our Accounts There are two business rules to change the priority of particular Accounts One changes the selected accounts to “High” One changes the selected accounts to “Normal – Under Warranty” these seem to work but I am still testing as with some requests it does not seem to changes? All other Accounts have the support contract added and are using the “Default Support Plan” Following the manual it states that if an Account has a
Help me understand 'onhold' and request due dates
Hi, This is probably a dumb question, but when a technician changes the status of a request from 'open' to 'onhold', what happens to the due date for the request? I was assuming that the 'onhold' status should stop the due date timer, but on the request list view, the 'due by' column appears to show the original due date that would have been calculated (creation date/time + service level duration). Similarly, the 'due date' shown when I view the request is also showing the same date/time and I can't
Report Catalog
Think this got suggested a while back before the forum moved to this new home. Just to collect all the report requests produced into a easy to navigate area. The intention being that anyone looking for a report can look at the ones already available and see if any of them match or come close, sometimes the hardest part of the report is working out how to start it OR finding just one elusive field. If the reports were categorised by the area they cover, like Requests, Asset etc as per the product
Date Time Format in 7.6
Hi All, The date format has reverted back to Long Format in our reports since upgrading to 7.6. I have gone through the manual looking for where the setting is, with no joy. There was a reference to the custom settings on the reports page. This didn't help. If anyone can point me in the right direction. I'm trying to go from long formation to DD/MM/YYYY Cheers John
Export Email Addresses
Hi Is it possible to somehow export contact information, specifically Email addresses to an excel file? Thanks Steve
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