Resolved to Closed
Is there any way of automatically closing a call that has been put into reolved after a week. Also Can you add a selection to a reply email allowing the user to close the call or reopen. Thanks
RSS feed for patches
Gonna try to post this again.... Can we please get an RSS feed for the "Announcements" section? Also, I'd like to see a way to get a custom feed for all the products I use so I can stay up to date (rather than a feed for ALL your products). Thanks
How do I change an asset from a Printer to another device?
How do I change an asset from a Printer to another device? Thanks! Pat
Possible to save or print category / subcategory / item hierarchy
We need to have a meeting about reorganizing the category / subcategory / item hierarchy. Is there some way to print the whole tree including (all three levels) or save it to a file? I tried copying the Tree View and pasting it into Word, but the results don't match the tree.
Two Possible Bugs?
Hi Everyone, I think I have noticed 2 bugs in service desk. I'm running Version 7513. Bug 1: I can't assign a computer / workstation to a site if a user is already assigned to it. For example, we had two laptops that were in store, and a workstation that was in use. I clicked them all, went to Actions > Assign to site. The two laptops were assigned but not the workstation. Clicking on the workstation and trying to assign the site there doesn't work either. However, in the Audit history, it shows
How to enable functional Escalation sin SDP?
How can we enable functional escalation in SDP as SLA have only option of technician?
Questions regarding Tasks, Reports, and Mac in Assets.
Hello! First time poster on this board. I'm fairly new with SD+ so I hope you'll be kind with me if any question might look a bit stupid... ;) First off, Tasks and Reports. SD+ is somewhat new in our organisation, so we're still discovering features in it, and how we can use them and so on. I recently came across "Tasks". I thought that this would be a great way to split up a bigger Request in smaller pieces. For example, if we have a request for a new user, who needs and account, a new computer,
Mac (OSX) support?
Does SDP support Mac (OSX)?
server freezes but still respons on ping
hi, one of our most critical servers sometimes hangs up, when this happen people cant use our bussinessystem etc etc (the server is a sql server). the problem is that it still replies to ping, and no event logs are created until the server has been restartded. so we have a server that "tricks" opmanager that it is running based on ping answers, and we dont have any log events for triggering an alarm - what can be done in this situation if we want some kind of surveillance?
IP GROUP IN AND OUT traffic are same
Hi there, I am evaluating Netflow Analyser, I have set up a IP Group which excludes certain network address. However the report based on the IP GROUP seems to show the same numbers for both IN and OUT traffic. Please assist ?
pmp email notifications
Is there any way to send an email notification other than account creation and role changes?
OpManager Reports
Could someone please explain, or point me to reference material, what/how values are used to develop report data for system uptime stats? i.e., what values are used to determine availabilty, total down time, onhold, on maintenance etc. metrics? Thanks.
License Notification
Where can I configure who gets notification that the PMP license is about to expire. Currently everyone on our server support team is getting notification but we need to have it sent to a group mailbox. I looked but did not see anywhere to make the needed change.
7508 Problem
After upgrade my trial copy of Support Center to 7508 the system not start again. I use MS-SQL Databse Backend and when i execute ./run.sh script the following message appears "Failed to start the server. Please refer logs for more details" I use the port 12801 for HTTP Server and my OS is RedHat Thanks in advance
Configuring OpManager another apache
Hi, here in my company we already have a apache installed in a internet server. So I don't want to use the embedded apache from OpManager. I want to create a virtualhost in my production apache and redirect to the server where OpManager is running. Some tips on how to do this? Thanks.
LDAP problem
The previous version of ServiceDesk worked great with LDAP, now I upgraded to the latest version, and LDAP does not seem to connect. Running Windows 2k3 server for DC. I have tried the help page, and still cannot get a good connect. Any ideas.
Time Spent Calculation
How is Time Spent Calculated by the SD Plus software. Scenario: Ticket opened on May 1.......closed on September 1.........technician indicates the Time Spent to be 30 minutes. Time Spent report generated from template indicates 600-700 hours. Any ideas? Thanks....
New technicians not showing up in Global view
I added new technicians last friday (Nov. 6th) and when I go to the global view they show up under others. I cannot find a spot that controls this window security.
Double spacing after pressing Enter in e-mail.
Hi! Some month ago you fixed problem with double spacing after pressing Enter in text fields. But this issue is still presents in notification messages. While creating notification in SD Admin section (for closing request for example) there is ordinary spacing. In received e-mail itself there is double spacing. As workaround we use Shift + Enter instead of Enter. Hope in 7.6 this will be fixed.
email addresses mismatch
Hello, I don't know if this is a problem but when I imported all of the accounts from active directory the email address was imported as user@something.somewhere.edu. However, users email address is shortened to user@somewhere.edu This seems to cause the fields to be incomplete when a user request help. If a user calls the technicians can go into SDP and look up the requester by email address under create new request. Is there a way to fix this issue. As I mentioned non of the fields are populated
Multiple Workgroups/different subnets/same netbios name
We have several Labs that have between 3-10 computers each. Each location is a different workgroup name. Due to the software running each lab computer has to be named Room1 Room2 Roomn. So If I add my 10.0.1.x Room1 (adds fine) then I add my 10.0.2.x Room1 it overwrites the 10.0.1.x Room 1 Even though it's different hardware, different IP...is there a way to allow each of the Room1, Room2 to exist in my asset lists? Thought groups would do it...but no go...any suggestions.
Please help me create report
I need new report that have: row - Technicians (not all, only selected maybe in select ti.FIRST_NAME ('xxx') OR ti.FIRST_NAME ('yyy')) column 1 - all request in datetime period column 2 - open request in datetime period column 3 - overdue column 4 - difference between all request(1) and open request(2) Datetime Period: 3 report- 1)today 2)yesterday 3)in this month I
Include or exclude filter using partial site name?
Hello, Does anyone know how to use a partial host address as a filter in a custom report? For example, we want to create reports for individual users from our squid usage. We don't want to report on Google, Microsoft, IBM, or other such sites we might use for work purposes. I thought perhaps an exclusion filter like *.google.com would work, but it doesn't. Any ideas? Thanks in advance. LeRoy
upload mib in trial version
Is it possible to upload mibs in the trial version? I get "unable to upload mib" for each mib file. Thanks.
Service Desk Plus
Why can't i edit the Requester part of the request template. I can change the Technician part but not requester. I can move the fields around that already exist but can not add or delete fields. Can anyone help?
Duplex in *.properties files
Hi! There is *.properties files in SD for translation purpose. But these entries are duplex (some of them are differs only in case): sdp.change.changeId sdp.change.changeid sdp.admin.notificationrules.purchase sdp.admin.notificationrules.purchase sdp.admin.notificationrules.contract sdp.admin.notificationrules.contract sdp.header.Software sdp.header.software Hope in 7.6 this will be fixed.
Need BGP Help
How can I see the AS number (not name)? How can I collect NetFlow information only for a single interface without changing the settings on the router? I don't want to impact out existing Netflow server. If I can't filter which interfaces I'm capturing NetFlow data for, how can I make a correlation between the interface and the AS that is sending the data? Long story short, I'm trying to optimize my BGP routes to favor links with higher bandwidth, but I first need to see what ASNs are hogging all
Add additional email recipient when opening tickets
Hello, I would like to have this feature to be added. We have departments who needs to be able to notify multiple users/department about their request. Right now only the requester is available and he/she cannot notify other users/department. Chris
Renew license
hello, good morning ... how can renew my license? regards
Multiple AD domains: password reset
I work on an evaluation project of PMP. We have the situation where we have multiple AD domains, which are not related to eachother. I would like to have one instance of PMP, which can reset passwords on all domains but without using an agent. My installation is running on Windows Server 2003, and I'm running PMP 6.1 (evaluation). The server is part of an AD domain (vdc1.local - LOCAL). I can verify passwords against AD in this domain. I've added another resource pointing to a domain controller in
ADManager Plus 4.4 Service Pack 4 Released
Hi All, We are happy to announce the General Availability of ManageEngine ADManager Plus 4.4 Build 4400 for immediate download. This release is an enhancement to our Build 4310. The key highlights include Compliance reporting, NTFS reporting and Cross-Domain Delegation. It also has a host of other exciting features listed below. Download page for the complete build: http://www.manageengine.com/products/ad-manager/download.html Existing Customers - take the Service Pack route to upgrade to the
Adding an Asset (a laptop rather than a workstation)
I have just manually added a laptop to the assets. It is a Sony Vaio model that we haven't seen before so we created a new model and in the product type selected Laptop/Portable/Tablet from our drop down box. I saved the asset but now when I bring it up to edit it shows the model as "Choose Model". The dropdown box does not give me the option of Vaio and if I look at the laptop assets it does not appear there. If I try to recreate the model SD+ tells me that it has already been entered and doesn't
Absent values "Additional Fields"
Good afternoon. Recently I have found out that in all Request till May, 18th, 2009 is absent values "Additional Fields". After May, 18th 2009 is a value is at all Request. I have made to an owl investigation and have found out the following: All "additional fields" are in the table [udf_picklistvalues]. Value from this table register in the table which is responsible for the Request [WorkOrder_Fields.UDF_CHAR1]. Value of this field [WorkOrder_Fields. UDF_CHAR1] empty beginning from Request of 2008
ip address field needed in asset-workstation list in SD+
Hello, I would like to use an IP address field in the SD+ asset-workstation list. This information needs to come from the network adapter. The field exists in "network adapter details" but I need to know how to display the field in the asset list.
Tracking Requesters that fail to close a request
Hello, I was just wondering if there is any way to track requesters who fail to close a request after certain number of days when a request has been solved, i.e sent to their mail to be closed. Kind Regards.
disposed assets showing in Unaudited Workstation list
Hello, One of the more important things Ihave to do before the end of the year is to figure out exactly what computer has not been scanned in a long time, or ever. I’ve just recently begun to use this feature more heavily, and I’m confused as to how to exclude assets that have been put in the Resource State of “Resources disposed” in the unaudited workstations screen. Obviously, if these workstations are not longer in the environment, they would naturally fail a scan. Also, the “last
Technician Assignment by Category
Currently it is possible to assign requests in service desk plus to technicians based on the category selected. This functionality does not cover problems or changes however. Is this something that can be enabled or added in a future release?
Change interface utilization threshold
Where do the interface utilization threshold get assigned for a Cisco router? I cannot find the threshold listed for the router.
Password reset/recover
Hello support team I was busy testing Support Desk, for a while, and made some changes that i would love to continue with. problem is that i stopped testing for a while, and can't seem to recall the administrator's password. is there anyway i can reset or recover the password from under the motor cap of the software, or in the SQL Database. would appreciate any help giving. thanks sidi
VPN attached assets reporting incorrectly
We have 130+ systems, of which a third attach to the network via VPN. I have tracked that these assets have completely skewed data now due to the fact that SD+ apparently uses IP addresses (or stale DNS records) to assign asset values. I have conclusively identified this occurring. Now I have no faith in what is reported in my asset database regarding these assets. What steps can be taken to correct this? I am working on a script method using the off-line scanner, but as this requires that
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