Sending request between Support Centres
G'day, We run Support Centre (latest version) and have recommended to a client they purchase Support Desk. However now when they send us requests, the requests automatically get attached to old requests (with the same number) in our Support Centre. How do we stop this from happening? While we can hack our mail system to manipulate the Subjects, it will cause problems when we want to reply to requests back into their Support desk..... Rgds Ben.
Discrepency between THIS WEEK and THIS MONTH on HOME page for Requests
On the HOME page - GLOBAL VIEW - Request summary, there seems to be a discrepancy between how THIS WEEK and THIS MONTH count weeks, We have created on a clean system a batch of requests this week, Monday to Sunday, so on the THIS WEEK view I can see them all. On the THIS MONTH view some are showing in Week 4 and some are showing in Week 5. That I suggest is wrong. Can this be fixed so all the views have a week being the same please - or is there a config item I've forgotten to set somewhere? Regards,
emailing a requestor or 3 party person
How would I go about creating a business rule (or by some other mechanism) that automatically emails a person I designate when a ticket is created. For example, any ticket/request that is created that has "virus" or the like should be copied/emailed to a person that is not one of our techs but needs to be notified. He is listed as a requester, but for licensing/political reasons is not a technician. Thanks
Forwrding Alert to Servicedesk
Hi Is there any plans to allow the forwarding of alerts to servicedesk? At the moment we review daily the windows events, many of these we can ignor but still need to be informed about. It would be great if we could select an alert and click "Create Request" which then creates a support request in servicedesk. I know we could set up notifications to do this but this would creat too many false positives. Regards Mike
some sdp pages timeout
we are running sdp 7602 and since we have upgraded to the 760x we have had some time trouble getting access to inventory and error log list in sdp. when a tech is login the inventory does not respond at all. just keep trying to load and then its gives the tech a could not find page. everything else works find in sdp and loads immediately. we are running the sdp on a VMware (cluster) windows 2003 server with 2 GB RAM assigned to it. the database is on a windows 2003 64 bit ms SQL 2005 ent server
Using SDP reports to produce KPIs - anyone use Excel for this?
Hi, We've just started to use SDP for the Requests module and I now want to look at extracting information for reporting purposes. I want to produce a week by week report displaying our performance against our service level (95% of requests are resolved on time). I'm guessing that I need to extract information into Excel to do this, but when I run a SDP Report Module report into a CSV or Excel file, the date fields are text based and Excel doesn't recognise them as dates. How do other people produce
Blackberry and SDP 7.6
My techs get an HTTP 400 error when trying to use the mobile version of SDP. The full error is "HTTP Status 400 - Invalid direct reference to form login page" Any ideas? We are using SDP 7.6 7601
ADManager
To add/remove additional smtp alias to an existing mailbox enabled user and also set with smtp to use a primary. Morne
IT Asset Resource Info question
Hello, I would like to know what is the difference between: Expiry Date and 2. Warranty Expiry Date In case of nothing, why we have this two options? Thank you, Kind Regards, Kornel Mergulhão
Custom monitors - adding and deleting from multiple devices
I have hundreds of devices that I would like to both add (the monitors have already been created) and remove custom monitors from. How can I do this? Similarly, I need to remove Resource Monitors and Vendor Specific monitors from hundreds of devices. How can I do this? We are running MSP Edition Build Number 6003 Any help would be much appreciated. Thank you.
How to integrate Alteon Clusters with OPManager
How to integrate Alteon Clusters with OPManager???
cpu.vbs produces "invalid use of null: 'cstr'"
I have a win 2003 that fails the cpu util when using WMI. I get the error "invalid use of null: 'cstr'" when I run the cpu.vbs command manually. It works on other systems so it seems to be a issue with the system, but I'm not sure where it's at. I saw a previous post where someone were having a problem with the disk.vbs which was fixed in the script. Anyone know what causes this problem? I'm using Opmanager 8.5 (8050).
Istalled Software service not working
Hi I am using opmanger and have loaded everything I need but I cant get the Device Info/Installed Software feature to work. I have set up my SNMP agent but when I select the feature Installed Software nothing comes up and in the address bar I get this msg: http://host:8060/devices/deviceinfo.do?devicename=devicename&requestid=SOFTWARE&Level=3,Server,SERVICE,,config,urlmonitor,FATopRule,FATopUrl,eventLog,sdNotConfigured Any help would be grateful. Kind Regards, Kyle
Error in Restoration process
Hi, I am using SD 7.5 build no 7509.when i m trying to restore backup files ,i m receiving duplicate entry error. please find the attachment for error logs
How to change the color of the hour when logged as a user?
Hi guys, We've been playing with the CSS files (like .../custom/style/custom_style.css) and we've been able to change it and adapt the look and feeling to our corporate needs. One thing we couldn't change was the color of the hour just below the username in the top-right corner. We had the feeling it's hardcoded and maybe for that reason it cannot be changed from the CSS files. It is true or it can be changed from the CSS files? If somebody was able to do so please let me know.Thanks in advance,
Exclude Assets from Scan
Is there a way to exclude specific computers from the Asset scan. I do not want servers or our Virtual test PCs added into the scan, I just want our general use PC's that are used every day by our staff. We have the servers and Virtuals in their own OU's in AD if that helps. We also have all the staff PC's broken up into different OUs in AD.
Idea - Reports - Page orientation
Hi, It would be nice it it were possible to select the page orientation for a report when it's exported. At present when I export a report into PDF it seems to automatically select landscape when the information would be readable in portrait if the rows auto-wrapped and/or some of the white space was removed after the data in some of the columns such as Priority. Andy
Titles & Departments
Hi I have 42 titles in the titles & departments. When i create a new user, i only able to see the first 10 titles. How can i fix it. Thanks Tony
List of Issues / Enhancements for upcoming hotfix (7603)
Dear Users, Following are the list of Enhancements / Issues that are planned for our next hotfix 7603. Tentative time frame for the next hotfix release is by mid of next week. Enhancements in this Service Pack SDF-21860 : Default status names like (Open / Closed / OnHold / Resolved) can be viewed based on the configurable Statusname. Configuration can be done in the Admin -> HelpDeskCustomizer-> Status. This configured statusname will be same across all the users even though their personalized language
Password Manager Pro Build 6103 CPU Usage 100% for java.exe
My installation of Password Manager Pro Buld 6103 is causing the CPU usage to run at 100%. Shortly after starting the PMP service the CPU usage for the process java.exe spikes to 100%. The CPU usage stays at 100% the entire time the PMP service is running. It is worth noting that this has been occurring for several of the past builds and I am finally getting around to troubleshooting the issue. The website is accessible but the operations within the site take longer than they should. Since
SDP and MAC
Dear support, I have a question on the inventory issue, Does SPD support with MAC Computer? as the document mentioned only Windows and Linux. Thanks
Delivery of page elements over http and https - mixed content
Hi support, Is there any way for the content of SC+ to be delivered entirely over https when this option is enabled? At present we have a situation where images are being delivered over http whilst the rest of the system is being sent over https. This causes IE to halt the page load whilst asking the user whether they want to view non-secure elements of the page. Because this predominently appears to happen when images are embedded into request/emails it is becoming an increasing pain for a
How to move to an other drive the logs folder?
Dear All, How to move to an other drive the logs folder? Thank you in advance.
Possibility to import Owners from AD or CSV
It should be possible to regularly scan the AD for Owners and scan the desktops for the last logged in user like in SDP or AssetExplorer.
OpUtils 5.6 Released
Dear All, We are pleased to announce the release of OpUtils 5.6. The key features and enhancements of this release include: IP Address Manager 1. Create a hierarchical representation of your network - locate your subnets easily 2. Create groups to denote the location or usage and add subnets under them 3. Drag-n-Drop subnets from one group to another 4. Scan all the subnets in a group 5. Seamless integration with Windows Active Directory to get the device details. Rogue Detection 1. Automatically
Web Portal
Hi There, I have managed to publish the webportol via my isa 2006 server. The publishing rule works just fine and I get to the login page as well. I am able to login and create new requests etc. After I create a new reqeust I get an email which is cool - the email has a link to the work order and when clicking the link I get the following error: Please can someone help me? HTTP Status 404 - /sd/SolutionsHome.sd/WorkOrder.do type Status report message /sd/SolutionsHome.sd/WorkOrder.do description
Feature Requests
1. Private contrats, we want to give the contracts feature to serveral deparments so they can upload their own contracts. however they need to be able to view only their contracts and on one elses. and it would be even better if you could assign a deparment manager who could see everyones contracts in their group. This would be a hugh feature for our company. 2. We have an oncall tech for the weekends. we would like to be able to schedule the hours he is on call on have only him recieve email notifiactions.
Report of SLA's as configured
I need a report of the SLA's as they are configured within the system. Looking through the database it seems the SLA's are stored as parts of SQL select statements that are controlled by the master SLA table. If someone can advise how all the tables hang together underneath the main SLA table I'd appreciate it, if there is a SQL statement to extract it all that would be perfect. Appreciate the help ASAP please so I can check the setup of our SLA's are as required, as they are more complex than I'd
Moving OpManager from Windows to Linux
Could you tell what step required to move list of monitoring devices to new server?
NetFlow Analyzer build 7002
I just upgraded my install and now, none of my IP groups show any data. All of them are showing data leading up the upgrade but a blank after that. Also, probably related, I cannot add new IP groups or modify existing ones (with the exception of deleting). If I attempt to add new or modify old, when I hit 'save' it takes me to a blank screen.
password report
REQ: report of users with no password (empty) at all Rob Schmitz
Using API to pick up tickets
We're running 7.6.0 build 7600 in our test environment. I'm trying to use the API to allow technicians to pick up tickets. If I use the UpdateRequest operation, the "Assigned To" and "Group" fields in the ticket will not change. The API documentation mentions being able to pickup/assign tickets via the api but there no listing of the attributes for that. Is this documented anywhere or actually not supported? Thanks
Cannot Add Work Log
When I use the Add Work Log feature it will not save the data I inupt. The Subject changes to "null" and the Request ID to "-1" while the date and time stamp shows NaN undefined "NaN, NaN:NaN:00".
New install of ServiceDesk with different database name
Hello, we are installing a second ServiceDesk Server, but the database is going on the same MSSQL 2005 database backend. Since we cannot have two databases called "ServiceDesk" on the same server, is there a way that I can simply change the name of the database to be created during the setup. I beleive that this is currently non-editable in the setup. Once again, this is a brand new install, with no data to move over. Thank you. Dave
Maximum machine account password age
Hi guys. There is one question about "Pass-through" Authentification This security setting determines how often a domain member will attempt to change its computer account password. By default computer account password change period is every 30 days. For the Pass-through option i set "computer account" name and it's "password". Will it work properly after 30 day's?
Avaya Mib
Hello, Having trouble loading the G3-AVAYA-MIB Version 3.1.2 into opmanager.... The file seems to be unusually large compared to the other mib's that came with the application. I've commented out a few lines, but it still doesn't seem to want to load. Has anyone had any luck getting this into the application? Thanks!
Default Request Template - Questionaire
Build 7505 We've configured our default request template to make the Description field mandatory, but that doesn't mean that our users are going to supply good information while describing the problem. What we'd like to do is have the Description field prepopulated with questions for them to answer. This is after trying to create additional fields with text boxes for these questions, the inability to resize the multiline text boxes make the form unuseable and frankly ugly but SDP's god awful formatting
"Processing, Please Wait.." when updating status !
i have a problem when i try to update the status of the request.i get the message "Processing, Please Wait.." and that's it. i tried mozilla v2 and ie v7 still the same problem. java version is v6 update 2 Service desk version : 7 build 7002 any ideas how to solve this problem?
Web Form for Blackberry
I am creating a basic web form so that Blackberry users are able to update their SDP requests remotely. The form works and updates all of the fields. The problem I have is the included notes section for the technician updating the request to log any information. The update fields and the notes field work independently using 2 buttons. I have tested and they update the ticket. My question, is there any way to combine this into 1 single button? As it stands they have to run the update fields,
Hot Fix 7512 released
Dear Customers, Hot Fix 7512 released today.Please download it from the following link http://www.manageengine.com/products/support-center/service-packs.html List of enhancements and Issues fixed in 7512 http://www.manageengine.com/products/support-center/sp-readme-7_5.html#readme_7512 Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice For Technical assistance, please contact us at +1 925 965 6300 Or mail to supportcenterplus-support@manageengine.com
Next Page