ability to view description of fields in the request view.
Need to have the ability to view the descriptions of the fields and their choices in the request. An example would be with the urgency, there are choices, but everyone may not know the description for these. Could use the ability for people to be able to see those. Posibility would be to put like a Question Mark (?) beside the field that if clicked on would open a window with the description of the field and its choices. Same would be true for additional fields that we create ourselves, would be
Need ability to set the approval standards for all Change Types
Need ability to set the approval standards for all Change Types. We do not want the system to approve any Changes. We either ned the ability to change the standards for all Change types or the ability to disable or delete the "Standard" Change type.
automatically notify group of users when creating problem/change is created on a specific item
We need to automatically notify a group of people (technicians AND non-technicians) when a problem and/or a change is being created for a specific item. Therefore it should be possible to define a group of people/contacts per item. Any help is very appreciated. Marc
Requests Merged
One of my technicians merged several requests and now we cannot find them. I created a "Problem" and want to associate those tickets but I've tried running reports using the created date but haven't come up with anything that shows what was merged. Is there anyway to see a history of what was done on a specific day? Thanks for any help you can provide.
How to use external database as backend
We have all Accounts and Contacts data on a MSSQL (Microsoft SQL Server) that is continuosly updated by our Account Managers. I understan I can inport such data via CSV but we rather prefer to have a SCP-MSSQL live connection (read only would be sufficient). How it is possible to do that? I did not find it in the Documentation. Thanks
Tech reply contact acknowledgement
Current "Acknowledge Contact by Email On receipt of the email reply" is copying contact's reply to himself I suppose a need of "Tech email reply contact acknowledgement"
Identify Account Uniquely
Hi, Is there a way to change how account is identified uniquely? We are importing customer data from another system and our end-users are allowed to change customer name. Based on the current rule, we would import the same customer twice. Thanks, IT Dept
Issue with authentication in build 7514
We have come across an issue with authentication since upgrading to 7514. Our domain has both a domain name (companyname.com) and a netbios name (companyname_nt) Previously users could authenticate and it would log them on regardless as it would resolve the user against either name. All of the requesters that are in the system, have the netbios name as their domain name. It appears now that if a user logs on with pass through authentication, it uses the netbios name and everything is fine. However
SNMPv3
Hi All, I've recently upgraded to OpManager version 7201 and interested in using SNMPv3 in our Cisco environment. I have tried configuring this on a test router and OpManager but i'm not getting much joy. Has anyone got any experiences with this that they can share. Many thanks Paddy
Sudden and permanent loss of availability to Service Desk webpages
Techs with Windows 7+IE8 all lost connectivity to the Service Desk webpages. Only a blank page is displayed. If IE settings are altered to always prompt for username and password on the intranet zone (where the service is located) they are being presented the normal login dialog but a successful authentication results in a blank page. Windows 7+IE8 still worked ok a few days ago. Same users using Firefox or an Windows XP computer can log on successfully and get the servicedesk pages displaying normally.
Requestor ability to view all requests
Is there a way to allow a requestor to view all requests? They don't need the ability to modify anything, also this doesn't need to be password protected.
Monitor ESX servers
I enable snmp on ESX4 so Opmanager can monitor the ESX. Know Opmanager can recognize the ESX. but it can`t monitor the other modules like CPU usage, memory usage ect ect. I think I have a problem with snmp authentication. I get a message from Opmanager that I need to chek the community name or string. could someone help me with this essue.
Domain Controllers View
We have OpManager without the Active Directory Monitoring add on. When adding a Domain Controller they are added to the Domain Controller group in OpManager but when we try to view the server we get a message "Active Directory Monitoring Add On Feature is not licensed" and can not proceed to view any of the server details. How can we monitor these servers in this case? Thanks
Recording monthly leasing costs in Asset Management.
In the SDP Asset Module, I can check whether an asset is leased or purchased and record the cost of the purchase. Is there any place I can record the ongoing monthly leasing costs on large items such as copiers? Thank you, Don
Cannot be installed in CentOS?or the java problem?
When I try to install SupportCenter Plus, the remote server always shows me: root@host [/home]# ./scp.bin -console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ...................................
Port number?
Hi! If i wont to do a networkscan in SD+, wich port do i need to open if i dont wont to dissable the Windows firewall? Thanks!
Index
Hi, In order to make the database access more efficiently, I need to know if I can set some indexes in the: RecentItens table: ITEMID, URL, DISPLAYSTR, DATE, MODULENAME and WorkOrder table: WORKORDERID, CREATEDTIME. It will not change the structure, but our DBA says that we can get a better response. We are using a MS-SQL Server and have about 10.000 requests in 4 months of use. Thanks, Marcelo Romera
Out Of Office
How can I stop ServiceDesk from creating new requests when it receives and Out Of Office reply? Right now if a user creates a ticket and has Out Of Office enabled when I reply through the system it creates a new request ticket when their Out Of Office response is received. Any Ideas?
How can contacts/clients run reports created by the support reps?
Can you please explain how i can create reports which can be run by the clients from the client portal? Thnx, Arjen
Update to 7514 - Can't change request status
Hi, I updated ServiceDesk from7503 to 7514 this morning, and now it seems we can't change request status. I tried 3 different ways (clicking on status in the request, clicking on edit in the request, and the resolution tab) but it still doesn't work. Everything else can be change as usual, the only thing we can't update is the status, and it's a bit critical since we can't close them (resolve them in fact, we use a custom Resolved status on most of our tickets) The problem affects new tickets (7514)
Assistance with a report - time elapsed from created to resolved
I am a new Service Desk Plus Customer and any help that could be provided would be greatly appreciated. I would like to generate report the calculates the amount of time in business hours has elapsed from the time the request was created till it was resolved. In the report I would like to see Request ID, Priority, Requester, Subject, Description, Created Date&time, Resolved Date&time, business time elapsed, I am using mysql. Thanks, Matt Williams
Multiple departments using SD+ on single database.
I have other departments in my company who wish to use the SD, but because they want several different fields on the form, it is becoming messy to manage. I have managed to develop something that works for IT and 1 other department, however now others want in and this is going to really mess things up. Is there any way SD+ can cater for more than one department using different portals, forms, etc.... but use the same engine and database? Thanks.
Contracts Module - Expiry Notifications
I use SD+ to store details of all my maintenance contracts and hardware warranties and find the email notifications that contracts are about to expire to be very useful. What I don't like is that it is only possible to raise expiry notifications by email to SD+ Technicians. Given that some contracts have a life of 3 years, it is very possible that the technician nominated to receive the notification will have left the company by then. I have tried to set up a generic technician without SD+ login
Cannot be installed in Linux?Who can give me some helps?
My company bought support center plus. But when we try to install it into our remote web server, We got a problem. The remote shows me : root@host [/home]# ./scp.bin –console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ...................................
Path not found - When trying to add registry DWORD
I am trying to add the following two DWORD entries but I am getting path not found error: HKEY_CURRENT_USER\software\microsoft\windows\CurrentVersion\Internet Settings add DWORD xyz with decimal value of 10 Any ideas? I need to push this domain wide. Thanks, D
java error installing cert
anyone come across this one can help me with resolution? exception in thread main java.lang.noclassdeffounderror
Admin Operations Not Showing
Hi, I have all stuff configured (NetFlow 7 Professional) but some times we can't see the "Admin Operations" menu itens. I think this problem is related to a Java or JavaScript feature. When I'm using IE or Firefox, I have the same problem, and when I show the "Error Console" window in Firefox, it shows a lot of warning messages and one error message telling "objectRelesed not found". Do you have any idea, or possible troubleshot? Thanks.
SD+ Scheduled Backup - UNC Path
Hi Wondering if anybody runs their scheduled backups to a remote UNC path? If so, how do you authenticate to the remote server? Do you run the SD+ service as a domain user? Any ideas appreciated. Thanks. Dave
very large log files
Hi support team After SDP 7.0 running for 6 months or so, we found quite a lot log files under \ServiceDesk\server\default\log\, over 2.5G and most of them are 9MB each, is there a way to reduce logs in SDP? please help , thanks.
How to load custom reports in profiles for other users?
Hi, I created quite a few custom reports for individual Web usage. However, they show only in my profile (or other administrator's profile). I tried importing into someone else's profile with the operator roll and they will not load, stating the reports already exist. The documentation states "If the report already exist in Firewall Analyzer, clicking Import button will list Failed To Import option and the existing reports with check boxes and you will find Over Write button and Cancel button to
user profiles losing rights to assigned machines/bussiness views
Hi, I administer/manage the Opmanager installation in our firm. I've assigned custom business views to co-workers with certain devices assigned to them within their businessview. Sometimes, I've no clue what could be causing this, they lose the rights to see the details page of a certain device or the rights to their entire businessview. The only way I can solve the issue is by deleting the device from the businessview, save the view, edit again, add the device again, save the businessview. Does
Display Server Specifications (Make, Model, RAM, HDDs) for Windows 2003 & 2008
Is there a way that the specifications of the server can be displayed for the Windows 2003 & 2008 servers? What we're looking for is something like: Make: HP Model: DL380 G2 Ram: 4GB (2 x 2GB) We have seen other applications have the ability to read this information from the server but would like to be able to view all the details of a server from it's monitor. Currently we have to log into the server to access this info when needed. It would also be nice to know when these specs change (more ram
WMI ThreadCount
Hi, how can I create a custom WMI threadcount monitor? Then I need to add it in a each server performance monitor.
Interface Usage over Time Report
I have been looking at all of the reports and have yet to find one that I deem appropriate for what I am looking to do. What I am looking for is a report that can give me the usage of a particular interface over a timeframe (ex. Last Month) with a decent bar graph. Say that I have an internet connection on a router (10MB) and I would like to see it's usage over the course of a month to see how many times it spiked at 100% usage or something like that. This would help me see if we are utilizing it
Another contact with the same Email ID exist...
Hello! Help me please! How can I enter same email address to the few Contacts in SupportCenter? After inserting same email in second Contact perhaps it says "Another contact with the same Email ID exist"... How can I do this?
Password Manager Pro: Best Practices Guide
Hi, While deploying Password Manager Pro in enterprise environment, adherence to certain best practices could help bolster data security. To offer guidance to IT administrators in this direction, we have prepared a best practices guide. Best practices during all stages - product installation, configuration, data population and organization, deployment and maintenance have been explained with special focus on data security. In addition, the best password management practices in general have also
Changing request template removes entered data
Hi, Has anyone else noticed that when the request template is changed that the data entered for the request is removed? Example: select new request select a requester Change Template from drop down Template changes and details disappearI understand that some templates require different fields and default values, but shouldn't some info be retained, such as the actual requester? Thanks.
Deletion of Administrator built-in account
Hello dear Forumists, I deleted the generic account called Administrator in order to recycle one licence. I 've tried to add another technician and thisd is not possible anymore!!! No warning messages, nothing! Do you have any idea why is hapeninng this? What could I do in order to have the other technician created? Many thanks,
How can I automatically ask for the approval of a request?
Hi, Is there a way to configure SD to automatically ask for the approval of a request based on the catagory? Or the technician has to request it manually? BR, JDR
Improved Backup
Currently, SDP only supports full data backup on the data and configurations on a single backup file. We would like to request that configurations have a separate backup with data backup. This way we can revert back to previous configurations by restoring through the backup without experiencing the hassle of also restoring your set of tickets of a previous date and losing everything from date of backup to present. Example scenario is when you are tuning the configurations within SDP. You would
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