Received email saying approval was taken on Change but Approval in change did not update.
Received email saying approval was taken on Change but Approval in change did not update. See attached screen shots.
SD reusing ticket numbers?
When we send an email to Service Desk it assigns a ticket number and replys back via email. However it is assigning old ticket numbers. When I go to the ticket number it has nothing to do with the original email. We are on SD 7.6 Any help would be great! Thanks Marty
SD+ 7.6 urgency and impact
In playing with the business rules I notice reference to urgency and impact. The manual (not updated for 7.6) mentions that I should see in the admin tab under help desk customizer a link to impact and urgency in the side bar. I do not see these links. Am I missing something? How can I use these fields? Thanks
Technician Roles - Advanced Permissions
It would seem that the permissions are not quite as fine tuned as I would expect. For example, if a technician wants to edit their notes, they need the 'Delete' -> 'Editing/Deleting Others notes' permission set. This means they can edit every note registered as well as their own. Surely this needs to be seperated so they can either, edit/delete their own notes/work logs/tasks or do so with everybodies. I don't really want my technicians being able to change other technicians notes. Perhaps I'm
Incident Requests and Assets
Hi Assets are assigned to users, when an incident is logged for a user the request is "assigned to that asset" and appears under the requests tab for that asset. over a period of time a user may log many incidents that are not asset related, is there any way to indicate on a ticket whether the request is related to that asset? otherwise you have a false reading of how many requests that asset has had. i dont want to see a request from a user to update intranet details for example, being attributed
I cant get memory info and disk utilizatio for hpux box. only get cpu info. can anybody help?
I cant get memory info and disk utilizatio for hpux box. only get cpu info. can anybody help?
Upgrading to 7.6 broke RTF editor for Request Template "description" and "resolution" fields
Since upgrading to via patch from 7.5 to 7.6. The Request template fields "description" and "resolution" do not work when (both in IE and Firefox) copying and pasting RTF formated text into these fields. Previously formated text in these fields also was lost during the upgrade. Now, we are resorting to basic HTML to format text, and it does not work well at all. No more copying and pasting from Word or Excel. :(
Upgrade
I upgrade my OPmanager fron version 7 to 8. Then added the Service pack 2 and later the hotfix for the vmware monitoring. I observed that after the upgrade i couldnt monitor the CPU, memory, and other details of my CISCO devices. Kindly explain what may be the cause of this issue. Thank you.
All fields should be editable/ configurable
All fields should be editable/ configurable ie. Request status, we should have tha ability to change or remove any status to meet our needs.
Report from V7022 no longer working in V7514
Recently upgraded from 7022 to 7514, and now found that some of our custom query reports no longer work. Just throw Java errrors. Please advise how to fix the report, I guess some fields have moved tables. Query: select sI.workstationname as "Computer", ress.displaystate as "State", swl.SoftwareName as "Software", swl.filevendor as "Manufacturer" FROm systeminfo as si LEFT JOIN softwareinfo as SWI ON si.workstationid = swi.workstationid LEFT JOIN resources as res on res.resourceid = si.workstationid
Help with Report Query
SD+ I'm currently trying to run a report which would enable me to view the following. The query I would like would show the following: Workstation Last Logged In Service Tag Rescource Name Resource Tag Barcode IP MAC Address Total RAM Total HD Capacity Total HD Freespace I've managed to get the following Workstation IP MAC Address Total RAM Total HD Capacity Total HD Freespace But I can't seem to find the required info for Last Logged In Service Tag Rescource Name Resource Tag Barcode Can I be cheeky
Business Hours
Hi, What is the purpose of Business Hours? What is used to? Jerome Linxe System Ingenior OFAC - Geneva
Notify requester about Change registration (status update) and change contents
Hello, Very often our requesters asking me why they was not notified about the Change creation event based on the request which was created by this requester (we use the separate incident type for these sort of requests - "Change request"). It is logical that if requester created the incident with a type "Change request" he has rights to anticipate that this request will be resolved/denied or the Change will be created and associated with this particular request. Have you intention to add this feature
Multiple Email Addresses Registered To A Single User
Currently, SDP has a single email address registered for each of the requesters. It would be very convenient if ServiceDesk plus can have more than one email address assigned to a single user. Some organizations may have multiple domains and having the flexibility to use either of their email accounts.
Email Technician when Note is added by default
Hi is it possible that the technician could be emailed by default when a note is added to the ticket rather than having to tick the "Email technician" box on each note? Regards
What/where does the searchfunction search for?
When I use the search function at the left side and I select Requests, does sd+ search in Subject? Description? Notes? Requester conversations? Worklog? Solution from the request? Thank you for your answer. Mark Flothmann
Need ability to show more than one approval from the same Cab member
Need ability to show more than one approval from the same Cab member. Reason would be that we want the Cab member to approve the plan for a Change and then to also approve the testing results before the Change in put in place and then to do a post implementation approval saying they agree that the Change is working correctly.
Feature Request View
I have asked for a number of usefull features, however other than an E-Mail with a reference number I have no view of what I have asked for. It would be really usefull if I could see the features I asked for not just have a record of the reference number in an E-Mail which does not tell me much.
Posting a screen shot into a new request
Hi there we're currently using 7.5.0 Build 7506 The issue we have at the moment, our users can not take a screen shot of there error message and paste it into the new request. Is there an option we need to turn on to enable this? Regards
How to Define Support Plans in Support Center Plus
Under SLA, you can chose various support plan such as default, gold, silver but there is no way to change or add different support plans. How can I do this?
Default Due Date is 1 Hour in SupportCenter with No SLA
The default due date with no SLA defined is 1 hour from the time you create the request. I need to be able to modify this time frame since I do not use SLA.
Windows log alert encoding
Hi. I have a trouble with encoding alert messages. For example: when somthing wrong on windows server (win2k3)russian localisation, a can see log message in EventLog An. in russian character, but when i try to use alert messages i see nonreadable message like this: Dear User, This is an automated mail generated by EventLog Analyzer Alert Generation Engine. An event matching the alert profile win occured at 12:09:42, Wed, Dec 02 2009. Alert Details Host SERVER2003 Application Security Criticality
New User
We had a requirement to look at a customer ticket management software. As it goes by saying, SC+ was my choice, as i have been using SD+ for years. I have evaluated this and submitted my findings to my manager. He is the one who has to approve of this. However, i have few concerns / ideas / bugs .. whatever you may term it as. ( It did add a bit of disappointment to me,, when these were not present ). 1. The CSI ( Category - SubCategory - Item ) from a Business Unit should be regarded as Topics -
Notification users for Contract Expiry
Hi, How can I set the available users for the notificaiton of contract expiry? I found that even the account manager is missed. Please advise.
How to handle duplicate software
We're finally starting to make use of the license monitoring features of ServiceDesk Plus. One problem I've encountered though is that some apps don't upgrade cleanly. In this instance I'm trying to setup licenses for Adobe Acrobat 8, except each user can have two instances, Adobe Acrobat 8 and Adobe Acrobat 8.x.x, as the patch looks like it sets up its own entry. Both show the same version number. I assume others have run into this and was wondering what the best way to handle it was. I can't exclude
Adding devices even if they are not reachable
Hi! Is there a possibility to add some devices which are actually not reachable? I'd like to create a new device in OpManager and prefill it with some details. When the device will be connected to the network I just want to click on "Manage" or something like that. Hope you can help me. Kind regards, Mok
SNMP Trap MIB Support
Hi I am very new to Opmanager. When i get alert to my email i get somethin like Message: sysUpTime.0: 25 days, 18 hours, 32 minutes, 37 seconds. , snmpTrapOID.0: .1.3.6.1.6.3.1.1.5.3 , ifIndex.10137: 10137 , ifDescr.10137: GigabitEthernet0/37 , ifType.10137: ethernetCsmacd , .1.3.6.1.4.1.9.2.2.1.1.20.10137: down , .1.3.6.1.4.1.9.1.794 cpb1-lab-as03 Cisco IOS Software, C3560E Software (C3560E-UNIVERSAL-M), Version 12.2(35)SE5, RELEASE SOFTWARE (fc1) Copyright (c) 1986-2007 by Cisco Systems, Inc.
SDP 7600 cannot fetch email as previous build
after upgrade to 7600, SDP cannot fetch email as previous build. we do not change any setting. I checked the log file, found it can only receive the first email in mail box. After I enabled the "e-mail command" option, SDP can fetch all email. I want to know it is per design or a issue?
CPU usage became 90% over after I upgrade to 7600
After upgrade to 7600, when SDP startup, the CPU usage of SDP server always keeps over 90% (the java process). Any others met this issue?
Solution IDs Jump by 300
SDP Version : 7.5.0 Build 7514 We've recently begun using the Solutions portion of SDP. We noticed that every 5 entry the ID jumps by 300. (Please see attached image.) I would assume that this is not supposed to hapen.?.
Global View - Graph
Hey guys I have a question I was wondering someone could help with. On SupportCentre plus under the Global View a graph is displayed that shows the number of tickets received by the software. Is there a way to modify this graph to add more information. thanks in advance Sid
Sender contains and Sender does not contain at the same time
I have an existing "Sender Contains" rule in the Notification filter. I need to add a "Sender Does not contain" rule to stop notifications outside of our domain. When I add the "Sender Does not contain" rule it replaces the "Sender Contains" instead of adding it as a second rule. Is this normal and if so is there any other way to get the desired result? Thanks, MM
No logon screen after servicepack upgrade
After upgrading adselfservice to the lastest version via update manager i cant logon on. after restarting the service and then starting the application i just get a blank page. (no logon prompt) Help !
Enhanced Business Rules
Business rules should be enhanced so that the action can make changes to any adjustable setting. Additionally, business rule actions should be able to do other things such as send an email notification when a rule is met.
login problem in fwanalyser mysqld-nt.exe faulting
Dear Sir, We are not able to login fwanalyser 5. when we give user name & passsword its stops at http://serverip:8500/fw/j_security_check. Atfere reboot system we are able to login in fwanalyser Until the error "mysqld-nt.exe encounter a problem and needed to close" comes. ( A screen shot Attached) Please do needful Regards, Dipak Parmar
ManageEngine DeviceExpert 5420 Released
Hi, We are glad to announce the release of DeviceExpert build 5420. We take this opportunity to thank all our customers and users for their feedback and the continued support. Highlights of DeviceExpert Build 5420 New Features / Enhancements Enhanced configuration changes report with version number details One more option has been provided for editing the host names of devices in DeviceExpert inventory. Users can now update DNS server values and resolve names Option to specify custom criteria to
GINA for Windows 7
Does GINA work on W7?
SQL 2008 support?
I'm currently looking at migrating our servicedesk install to a dedicated virtual server(some of the services on it's current shared server are unstable and causing downtime not realated to the servicedesk software). We currently have the data stored on an SQL2005 database server, but our company has since installed a SQL2008 server for the purpose of moving over databases like the servicedesk to. Can I verify that servicedesk will work with SQL2008? and, is there a migration document that might
Feature: Delay Backup after Syslog Message
Hi, it would be great if you could somehow code the ability to define a delay for the backup of a device after change notification into DE. Example: You configure something in CLI, finish it and then return to privileged mode. The moment you leave the config mode the device sends the syslog message to the DE Server which results in an immediate backup of the device. Problem is that we issue a "copy run start" or "wr" more or less the same time and have concurrent access to the flash file system resulting
Alarm Problem
Hi I am using Opmanager Build Number 8002 version. I have a simple question in my error message for router it says like: sysUpTime.0: 23 days, 19 hours, 22 minutes, 3 seconds. , snmpTrapOID.0: .1.3.6.1.6.3.1.1.5.3 , ifIndex.10105: 10105 , ifDescr.10105: GigabitEthernet0/5 , ifType.10105: ethernetCsmacd , .1.3.6.1.4.1.9.2.2.1.1.20.10105: down , .1.3.6.1.4.1.9.1. However for server it just says it is probably down or busy or something not respoinding for 5 polls why is this so and how do i make each
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