Viewing Service Desk Performance in LCD/PLASMA/TV
Dear ServiceDesk Team, We would like to project customize dashboard to view - Total Number of Requests, and their statuses (Open, Closed, Resolved) - Matrix report of requests against priorities Also the dashboard must refresh itself after every 10 seconds or less These details will projected on large screen so the business can view our service desk performance Is it possible to do that in Service Desk Plus? Appreciate you support Regards Ali
charset problem
Hi, I'm using OpManager 8022 installed on a RHEL 5.3 When I make a snmp query to an other linux server, I receive a reply like this in IHM : prNames.1:-->ÅÁÈÈ` prNames.2:-->ÊË`>Ä prNames.3:-->>ÈøÀ prNames.4:-->_`ËÉ%À prNames.5:-->_`ËÉ%À¬Ë/ÃÁ (screenshot in attachment) ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ If I do the same query whith snmp command line (snmpwalk -v 1 -c public 172.20.0.51 .1.3.6.1.4.1.2021.2.1.2), the reply is perfect : UCD-SNMP-MIB::prNames.1 = STRING: getty UCD-SNMP-MIB::prNames.2
Best practice for the SDP URL?
Hi, please excuse my ignorance, but what is the best way to expose the SDP url and how should I use the Web Portal Alias setting? For example, SDP is installed on http://server1:8090 I probably don't want to expose the servername to end users and I'm likely to want to migrate SDP to another server in the near future. On this basis, am I best to create a DNS CNAME entry and use this in the Alias field? For example - DNS ICTServiceDesk server1.domainname.com SDP Web Portal Alias field:
Printing configuration
Is it possible to set the printing pages up? for exemple I would like print the requests without the conversation in the documents, could we? thank tou team in advance
Upgrade from V 6 Build 6015 to version 7.6
Hi, Please advice If there any way to upgrade directly from version 6 build 6015 to version 7.6 without going through the list of batches. Since I have to apply many batches and service backs until I reach version 7.6. I need some thing to reduce the downtime for the system. Regards, Hassan
API Enhancement
We would like to see the ability to add approvals via the API.
SD memory dump in Services.exe
Hello, I'm having a problem with a memory dump when Servicedesk is running on a server. Lately when I launch SD on a server I'm instantly getting a drastic increase in memory consumption for "Services.exe" system process. It rapidly increases to 300 000 K and stays this way till server reboot. Along with SD itself this leads to performance speed issues quite soon. I haven't seen this before till a week or so ago. Could you please tell me what might be the cause of this and whether I could correct
Which Variables for Trap Processor Properties - Message field
Is there an overview of the available variables for the Trap Processor Properties - Message field Or does this depend on the device that sends the traps? I've figured out that $Source by the "LinkUp" or "LinkDown" event on a switch displays the IP of the switch, but I'd like to see the port description also.
Name Change
Needed additional functionality to make name changes to accounts where a name spelling correction or married name change will give options for name change, user login name change, pre-windows 2000 name change, terminal server path, email address, email alias.
User Logon report
Is there a way to generate a report showing a single users logon activity for a period of time?
NFA reports All Routers TimeSync issues
Hi, When i go into NFA , it is reporting that all my routers are out of time sync, i have checked all the Routers and they are going to the same GPS SAT Time server as the NFA Server is. What could be causing this? Also i notice that everyday, NFA does not produce graphs or stats for a 8 minute period - allways between 10:10am and 10:18am Can you advise what i can do here ? Cheers, RH
Request Template, Requester
Why can I not modify or add fields on the default Request Template..>>Requester. Please look at the attached file.
Status Options
Hello! I would like to know, why we cannot use just our options in the Status list. We have to set up our system with brazilian portuguese but we cannot modify the english status list (Open, Closed, Resolved). I understood that resolved is linked to the close request, but this doesn't explain why we cannot change the string. As our company is just made the contract with the ManageEngine, please try to suggest some solution, since we cannot tell to our clients that the system doesn't support completely the
Why do requester replies reopen a CLOSED request?
We are very fond of the fact that a requester's response to a RESOLVED request puts the request back in an OPEN status. However, our Help Desk team is of the opinion that once the request has been CLOSED (either by the requester or by the system due to lack of response from the requester), there should be no reopening the request. Any future communications should result in a new request. Is this a bug or is this by design?
MIB trouble
I'm having trouble getting a MIB from Sensorsoft uploaded into our system. It just comes back with an "Unable to upload" message when I try to upload it through the MIB browser. The link Sensorsoft provides to download the MIB from is http://www.sensorsoft.com/download/alertmib1.mib. Any ideas?
Desktop Central - January Newsletter Sent Out
Hi, Greetings and New Year Wishes from Desktop Central! The Desktop Central Newsletter for January 2010 is being sent out today. The newsletter has the details of the latest enhancements (build 70017) and the upcoming features that are under development. The latest update can be downloaded directly from our website Regards, Ananth
Events that are beeing left out from eventlog
Hello all. I have problem with Snort and few other monitoring programs that are writing to Eventlog and manage engine is not able to parse or read those messages. For example snort is writing message like this:The description for Event ID ( 1 ) in Source ( snort ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and
IBM AS/400 supported in ManageEngine Eventlog Analyzer
Hi All, We are happy to announce that the beta version of the ManageEngine Eventlog Analyzer is ready to support the IBM AS 400 devices. If you are interested, kindly contact support@eventloganalyzer.com SignatureThank You, Best Regards, Raj ManageEngine® EventLog Analyzer Toll Free: +1 888 720 9500 Did you analyze your Firewall logs? Try our Firewall Analyzer.. Follow us on Twitter ________________________________________________________________________
Can requester info be broken out into firstname and lastname
We have a desperate need to have the requester info have fields for first and last names. The notifications come out horribly impersonal, and it really affects the customer/technician relationships. Can we get that fixed? We'll work on the active directory portion, but to have those abilities would REALLY be a big help. Justin
Data restore for SCP Build 7507 fails
Hi, I'm trying to build a test setup of 7507 on a new server (windows 2003, sp2, all updates) prior to patching it with 7511. When I try to restore data from my production setup of 7507, the restore does not happen. It simple keep repeating the line "requestScheme is http" forever. I'm clueless here. Any help is appreciated. Regs -Jason
Summary report for SLA compliance for KPI
I have this query below to show if SLA is being met. But I want the columns to be displayed like these Category Resolved within SLA Resolved after SLA Total Resolved tickets Computer 2 17 19 Network 0 2 2 Not Assigned 0 0 0 Others 40 54 94 Printers 3 2 5 Total 45 75 120 And 2 other columns showing the percentage of tickets resolved within sla against the total tickets and percentage of tickets resolved after sla against the total. And as per the query we should be able to define the date range.
Backup Up Cisco Nexus Switches
Does anyone know if the Cisco Nexus switch line is on the road map for Device Expert? Is there a temporary work-around we can put in place to back them up?
Local Account Cleanup
For some reason some we have a bunch of local users SDP that have no tickets and are just setting there. I would like to clean them up, but don’t want to go through the web interface. I was looking at the backend databases and I think that if I just change the “Status” field in the SDUser table to “RESIGNED” on the users that would be the same as deleting them through the web interface. Do I need to change anything else in the database to delete the users or is that it? I have written the following
User forgotten password
If a user has forgotten their password, what can they do to either reset the password or recover their password? I do not see any options within the admin interface nor do I see a forgotten password link given for an invalid login. Is the only way to regain access for an administrator to reset the password and email/call the user? If so, that's a severe limitation. A user should be able to reset or retreive their password w/o admin/support intervention. Thank you, Jamie Jensen
Restoring SCP Build 7507 Fails
Hi, Im trying to build a test setup of 7507 on a new server (windows 2003, sp2, all updates) prior to patching it with 7511. When I try to restore data from my production setup of 7501, the restore does not happen. It simple keep repeating the line "requestScheme is http" forever. I'm clueless here. Any help is appreciated. - Jason
Autocomplete of email addres not displaying correctly in reporting interface
Hi, I have just upgraded to build 7511 and I have noticed a display issue within the reporting pages. When I run a report and then click on the "Mail this report" button the dialog box appears correctly. When I then start typing an email address into the email field it offers a list of email address but displays then horizontally across the screen rather than vertically. They still function correctly but are confusing and messy to look at. Thanks, Geoff Green eB2Bcom Australia.
Incredibly long time for backups after upgrade to 7.6 (7602)
I just realized that my nightly backups scheduled to begin at 20:00 are taking a considerably long time to complete. On average, they're completing about 5 hours later. Prior to upgrade, they seem to have taken about 15 minutes to complete. Is this a known issue with 7.6?
Stop Opening of CLOSED Requests
Team, We are using ManageEngine Service Desk Ver 7.5 build 7504. My issues is : We have automated close of Incidents. But user is able to open the CLOSED tickets by just replying the old EMAIL of Resolution. Which causes a great AGING. For eg : User got resolution for his incident no 3154 on 1st Dec 2009 and then after 2 days, the incident got auto closed as per the setting. Now on 15th Jan 2010, user reply to 1st Dec 2009 Resolution email from Manage engine and then his old incident 3154 is reopened
x64
Does SC+ runs on a 64 bits based system? Thanks, -- Marcelo Romera
it doesn't work!!
Hi, I installed a 30 days test version of Firewall Analyzer on my RHEL server.while I have 100 vpn users and they are connected, I can`t see any of them in my vpn reports, and even can't see "Top Hosts",it just shows me one ip address:192.168.1.1 I attached a screenshot of my installed version of FWA. what is the problem? Is there any settings that I should do? thanks in advance.
Advice needed on managing assets
Hi, I'd be grateful if anyone can advice on how best to use Product Types and IT Assets/Non-IT Assets. For example, printers. We have 50+ network printers and a network scan of these retrieves basic information such as trays, page counts and toner levels. We also have a number of non-network printers. If I create the non-network printers as 'printers' then I assume they use a device licence - is this correct? What do other folks do - purchase enough device licences for all of the printers? Also,
Update department in request when updating requester
If you update the department assigned to a requester in a request, the new department is displayed but reports run against that request will show no department. To correct this you have to carry out a second step of editing the request and reassigning the requester to it, this will allow reporting to work correctly. Surely assigning the department to the requester in the ticket should also update the ticket such that reporting shows it as being against the newly assigned department?
Monitor Polling.
Hi, I'm experiencing an issue with OP monitors that only polls the monitors for 3 times or so an then it stops polling until y restart the application. I have a request number #4208099. Thanks,
List servers by their Relationships
Hi, I would like to make a list\report that lists our servers based on their Relationships. E.g. List Servers connected to IT Service "Email". Anybody know how to do this? /lakend
Deleting Vendor Relationship or Product
Good morning - we have noticed that we seem to have a problem with removing a vendor relationship to a product and also in deleting a product from the database. For example, when trying to remove a vendor association to a product I get an error that includes Error Code - 1,263,568,032,388 Any ideas as to what steps I should take to resolve this? We are currently running version 7014
Software license management enhancements
Dear All, Apart from individual and enterprise licensing, support for below two types of licensing would be available from SDP 7.6. 1. Volume Licensing : Where multiple installations can be configured for a license. 2. CAL (Client Access License) : All Microsoft related CAL types would be supported. They are Per seat - Device, Per seat - User, Per Server, Per Processor, Per Mailbox. Following are some of the features that would be supported in the near future in software license management : 1. OEM
priority matrix
Hello, we are evaluating ServiceDesk Plus for MSP. where is Priority Matrix ?! Thanks
how to configure my application to send traps to two managers simultaneosly
i have configured current host and port in V1V2trapforwarding.xml. i need to add one more manager so that i can send trap to two managers simultaneously.
notification on merged jobs
we have "notification when job resolved" turned on. if you merge jobs from a number of different requester , they get merged into the oldest job. My Question : when you resolve this job , do all other merged requester get a notification of the job being resolved too ?? Thanks
Http 500 error
I have recently downloaded the ManageEnging ServiceDesk application, the free version, to demo the product form my major client. I have it setup but in editing the Categories remotely, I have consistently received the following msg/report. It's important I get this fixed as I am supposed to demo it within 24 hours. You can login below as default administrator. -http://w-wizards.com:8080 type Exception report message description The server encountered an internal error () that prevented it from fulfilling
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