MAIL_FETCHING: Error when processing mail
Good afternoon. In last several releases such situation is observed here: If the letter contains a picture (screenshot) which have sent with Microsoft Outlook 2003/2007 in format HTML, in system SDP (7.6.0 Build 7603) that letter hangs in mailbox Exchange2007, and SDP ceases to accept mail. Only removal of this letter from a mailbox and start "Mail Fetching status" solves a problem. THE REQUEST TO HELP! Error processing email with subjectOfMail : Сетевой принтер недоступен and messageid : <7FB6805C20822F49920CB8DF59F764F606550AAA98@SERVER>.
Creating a new field in the resolution section
All, I have created a new field called Technican Resolution Details and I am wanting to place this on the resolution page. I am in the Update Default Request admin template page and I cant seem to drag the field into the resolution part. Can this be done? I would like to see it on the part where the technician types in the resolution but only so that technicans can see it. I dont want requesters to see this bit. Thanks Martin
How do I disable a technician
We would like to disable (instead of deleting) a technician so that we keep past activity and related requests. How do we do that ?
control of tables backed up
I have created a couple of additional control tables in the SD database containing essentially static data I use to provide some additional reporting functionality - grouping SLA's together as one reporting entity for instance. No UI issues and reporting works fine. The thing that has just tripped me up is the backups, they are obviously controlled by a list somewhere of the table names it should backup. So I did a full backup and the restored to a test instance to carry out an upgrade/dr test and
I would like the ability to change the Jump to URL for Service Desk Plus
I would like the ability to change the Jump to URL for Service Desk Plus, like there is in OpManager.
Hardware scan remplaces identical machine but different
Sorry if my English is not very good.I have several identical machines on my network, they differ is in the MAC address in the network card. When you do the scan all I get: Model: System Product Name Service Tag: System Serial Number Therefore, one replaces the other. And if I put it manually, it erases what I added to the above. Fields changed in the hardware of the PC, they are replaced. I need 2 extra functions. The technicians in my company have shift schedules for 24 hours, it would be good
HTTP Status 500 error on login
I am getting a Tomcat error on login to ServiceDesk Plus (see attached screen shot). I've tried logging the issue online but have had no response. I've seen this mentioned on the forums a few times but no solution is posted, has anyone fixed this before ? It's a real problem as it's locked out myself (the only system admin) and our front line helpdesk person.
credentials for asa 5500 series
I can't get the firewall to recognize the credentials im using for the firewall. I select ssh type in the username and password and hit test credentails and it fails. i know i'm using the correct credntials.
Asset, Network scan
One more thing: if you scan the entire network then you get workstation model correctly, as the motherboard model. If you create manually a workstation and scan it, then the workstation model is "System Product Name".
Violation of primary key constraint 'global config_pk'
I got this error message 'Violation of primary key constraint 'global config_pk'' when I try to apply the service back 'AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-7000_01_0.ppm' Please advice Regards, Hassan
Startup issue after upgrade
The system could not start after apply the service back 'AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-7000_01_0.ppm' Please advice. Regards, Hassan
report request
Hi guys, I need some help with a report I would like to have a report for MSSQL that looks like below. I think the bigest problem is the fact that I want to use the resolved time and NOT the closed time to generate this report. ------------------------------------------------------------------------------------------------------------------------------------------------------- Resolved requests per month per level jan feb total prio 1 5 10 15 prio 1 < 4h 2 6 8 prio 1 < 8h 4 9 13 prio 2 10 20 30
Bulk Scan of IT Assets not working
manually create workstations, using their IP address only. go to Assets > Workstations select one or more workstations Actions > change credentials, just to make sure that credentials are ok; well, they are scan workstation window appears and enter correct credentials click "save and scan now" scanning window appears click close and go back to Assets > Workstations Now, one is expecting to see some update there. Well, it's not. It's the same as you left it. However, if you go to "New scan" and scan
Internet Explorer 6 support on SDP 7.6
Hi Has support for IE6 been removed? We have some clients still using IE6 and now we have moved to SDP 7.6.0 build 7603 they get a page cannot be displayed error and the URL is: http://servicedesk/ntlmv2?redirectURL= I could not see any reference to this in the upgrade notes. Many thanks Gary
SD-24265 Self Notification not working
Hi Everyone! Just installed build 7603. SD-24265 tells us that: SD-24265: Based on a configuration in the GlobalConfig Entry, self notification can be enabled. By default self notification will not be sent. To enable execute the query in the database : update globalconfig set paramvalue=false where parameter='IntelligentNotification'. I entered: C:\ManageEngine\ServiceDesk\mysql\bin>mysql.exe -u root -P 33366 servicedesk Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection
ESX Monitoring configuration
Hello Everyone, Can someone provide a document on how to configure SNMP on an ESX server as well as how to configure OpManager to monitor an ESX server? Should I also configure CLI credentials for monitoring ESX servers? Thank you
AD login with special characters in password
We have some users that have special characters in thier password like the club or diamond symbols ( ALT-NUMKEYBOARD 4) as example AD login won't allow them to login, stating invalid username or password. When you attempt to generate the symbol in the username field all you get is a bordered square. How can this be made to work, apart from telling user to not use special characters. Currently 7602, and tried in both IE and Firefox with same result. Regards, Andy
MAC settings to allow scan
what settings are needed on a MAC to allow it to be scanned from servicedesk? i've already set "Remote Login" within the sharing option TIA
Self notification emails
Any chance of getting this re-enabled? or at least providing an option to turn it back on? When I followed the command in http://forums.manageengine.com/#Topic/49000003844591 it disabled all email notification.
Create SLA for specific groups
Is there a way to create group specific SLA rather than set it at a global level? We are using version 7.6.0 build 7602.
Modifying SLA's - loss of conditions
Using 7602 I've noticed what appears to be a bug when the SLA is modified. I created a SLA with a selection of ITEMS as the control point for the SLA as well as the request type being REQUEST. That works fine, and shows the SLA as REQUEST TYPE is "Request" AND (Item is "X" or "Y" or "Z") If the line covering the ITEM is then amended the resulting SLA is REQUEST TYPE is "Request" AND ("X" or "Y" or "Z") - note ITEM is missing! Seems if the SLA is in it's original form and then a NEW selection line
Conversations missing in a ticket
Hello, I have SC+ 7.5.12 and some conversations of certain tickets are missing. It shows only the header but the body of the message is missing. Is there a workaround for this? Tkx. Pedro
Notification technician by SMS on SLA
Can we set notify technician by SMS on SLA like notify when ticket was assigned?
Site name deletion
Hi all, I am trying to remove site names but encounter "FAILURE :Site is being used by a module. Hence cannot delete it", I have gone into all requests and removed any that corresponded, But I still receive the same error. Please help Many Thanks Simon
How to add Multiple Account Managers to an Account?
How to add Multiple Account Managers to an Account?
Help enabling pass-through
Hello, I tried setting up a pass-through computer account, and the info I provided was not being accepted. I was wondering if someone could help me with the AD scripts (never really worked with scripts) it provides to try and create them from the domain controller. I just need to know where to input data into the scripts: For Example: 'CreateComputerAccount.vbs strContainer = "Does the OU go here?" strName = "Does the Computer name go here?" strPassword = "password123" strDnsDomain = "domain.parent.com"
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
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