Reply include name of tech replying...
I noticed we have $Technician and many other variables that we can put in our responses. I was looking to see if there is a way that we can put in the name of the signed in tech who is sending the message. Right now we can do the technician that is assigned the request, but not the person who may be replying to or forwarding on a message that may not be the technician who has been assigned the request. Hope this makes sense. Thanks, Carlos S. Del Castillo
discovery problems
I am testing opmanager, but discovery of my network is being more than cumbersome. using the Range method results in the system freezing unless i use a single range, i.e., 123.123.1.0 to 123.123.1.254. I use the correct netmask, thanks for asking. If i use an extended range, 123.123.1.1 to 123.123.10.254, the system hangs after a percentage if discovery. If i use the CIDR method, 123.123.0.0/24, I'm expecting opmanager to discover my entire 123.123 network, but it discovers nothing. Maybe I'm
Users (or Customers) to use the OPM product will have configured the threshold value.
Dear All, Users (or Customers) to use the OPM product will have configured the threshold value. Our customer wants to know the threshold value (AD, MS-SQL and MS-Exchange server) which they configured. That is to say, they wish to refer to the threshold value which different customer configured. We also know that thresholds are based on business policies. But our customer wants to refer to other customer. Thank you in advance.
Netflow Utilization >100% with WAN Compression
Is there a way to fix the % Utilization so it represents the actual utilization of the Interface? This is a 3Mbps WAN link that routinely passes more than 3Mbps becuase the router has the built in Cisco WAAS (compression). It looks like this is a calculated utilization based upon what can into the router (uncompressed). So our Utilization is routinely 150+%. This is from NetFlow Analyzer version 7.5
WorkOrder schema
The schema diagram from Reports > New Query Report > Table Schema > Requests > Get does not match what I see if I run a SELECT * FROM WORKORDER query. In particular, the Description is missing from the diagram. Is this a bug?
Urgent Request: Contract Programmer To Import .pst Files As Closed Tickets Using PERL or PHP
Looking for contractor that has previously written a PERL or PHP script to load emails (not contact info) from a .pst (outlook) file into Support Center Plus database. We would like all emails imported as closed tickets for archival purposes. We would also like all emails imported with the date that they were received as the ticket creation date / import date into the system. Please call me if you have PREVIOUSLY done this and are interested in contracting with us on this project. Thanks Jim (972-974-1263)
Query problem
Any tips on what I'm doing wrong here? Table schema is Requests: SELECT CategoryDefinition.Categoryname, WorkOrder.Title, WorkOrder.Description, RequestResolution.Resolution FROM WorkOrder JOIN RequestResolution ON WorkOrder.workorderid=RequestResolution.requestid Workorder JOIN WorkOrderStates ON WorkOrder.workorderid=WorkOrderStates.workorderid WorkOrderStates JOIN CategoryDefinition ON WorkOrderStates.categoryid=CategoryDefinition.categoryid When I run that, I get "java.sql.SQLException: Incorrect
How to import + mailbox enable user examples
I was wondering if anybody has like sampl information on how to import massive numbers of people. I have scripts that generate the csv files but I want to know if you have sample files with mailbox enable users, and with quotas, and all. Some help with sample files will be greatly appreciated it. Cheers!
monitor hp-ux with OpManager ?
how can monitor hp-ux cpu and memory and Partition Details of the Device (%) with OpManager ? my hp-ux snmpd.conf seting is (get-community-name: public )
CPU Usage
The CPU usage on our new install of ADManager Plus is above 80% all of the time and hovers at 100%. When looking at the processes on the server it seems like java.exe is taking as much of the processer usage. The memory usage is also constantly growing on the java.exe process. Are there any known issues?
Historical last logon report
Is there a way to display a list of the last logon for users for mulriple days, say 14 days back show the last logon on each day for a list of users? In addition is there a way to do so for log offs? So far I can see the last logon report, which works for day 1 but I don't see a way to do so historically backward for each day. Is it even possible or is that attribute overwritten with each logon? Thanks!
OpManager custom device template export - ???
Hi, OpManager 7004 How I can export and import custom device template? regards, Vadim Zenin
Error on replicated OpManager Windows Server
Hi. I'm trying to get my OpManager service separated from other services (which is my normal routine). For a while, I've had my OpManager running on a server which also has other things runnign on it. So, I replicated the Windows server on which I am running OpManager so that I could have it on a server of its own. Of course, I renamed the Windows server, gave it a new SID and IP and did everything else necessary for it to be a completely separate server. I then shut down the service on the original
Activated AD Authentication, now no login
Late in the day on Friday, I implemented Active Directory authentication for users. Now, when I try to bring up SDP's Web client, I get a blank page. No logos, no login, no dashboard, nothing. Just white space. Anyway for me to reverse this, or to alter the authentication? I'm sure I got something wrong in that.
Monitors history in Application Manager
Good Morning, I have a question, if I delete a monitor and I will create it again...the history about this monitor be erased? Thanks for your help Regards, Jairo
Generate Asset Report by User
Good Afternoon, I am looking for a way to generate an Asset Report by Requester. We really like how most of the asset tracking works, but every so often in our company, we print out reports from our Asset Tracking System (now ServiceDesk) to confirm with users that we have the correct information. Here's what I'd like: One report that takes all users that have assets associated to them and compiles them to 1 page per user One report that is a single user and the assets associated to him/herI was
Package Tracking through SCP
A feature we would love to see is the ability to put tracking numbers into SCP for FedEx, UPS, USPS, and others and be able to have a side view (perhaps under the Recent Items module), or something similar to the reminders view (where you click on it and a box shows up) that shows the current status of the shipments, and whether they are going out or in. Would add tracking numbers via the 'Add New' tab. Right now we just go to each carrier and check via their website, but would be great to have everything
Asset scan detecting removed software
One of our machines had had FrontMotion's Mozilla Firefox Community Edition deployed to it via a group policy, this install was also listed in Add/Remove Programs. This was then uninstalled, also via group policy and disappeared during a successful removal from Add/Remove Programs. However, the SDP asset scan is not seeing the software as removed, it sees no software changes on the machine. Why is it not seeing the removal of the software and how can I correct that?
2003Svr stops allowing ELA host to pull logs
Recently noticed one of our 2003 Srv’s stopped responding to ELA. I’m thinking this is system specific, but thought I would run by support to see if there are any other known issues other than in documentation that I could be missing. I upgraded to v6 which seems to have completed fine (thanks for the info BTW) and no change in status for this server. Verified DCOM and firewall rule as stated in trouble-shooting, all pass. From ELA Host to the problem server, I complete a net use to both C$
External e-mail not appending to ticket, creating new
Hello, Moved to 7507, since the move any e-mail response from someone outside our company isn't appending correctly to the original ticket. Instead a new ticket is generated which I am forced to merge with the old. If I respond to a ticket it appends correctly, this only appears to happen for external addresses. During troubleshooting, I noticed the field in Notification Rules where we used to set the format is no longer visible. We were using the standard Req.ID:##$RequestId## format prior
[Ubuntu] SNMP test credential Failed
Hello! I've set up OpManager 8(8022 Free Edition) on my Ubuntu 9.04 Desktop yesterday, and leave computer running to test... But I think I've a problem with SNMP in OpManager (or my linux, why not :) ) no disk utilisation, no cpu and memory used, etc... This is what I've set up : (added snmp + snmpd in my system) /etc/snmp/snmpd.conf : com2sec readwrite default perso disk / 100000 disk /home 100000 disk /mnt/raid 100000 /etc/default/snmpd : SNMPDOPTS='-Lsd -Lf /dev/null
Prevent viewing history for requester
All requesters have the tab "History" by their requests where they can see all changes to requests. ALSO changes to private notes!!! Of corse, private notes are not to be seen by normal requesters. Is there a possibility to simply hiding the tab "History" for non technicians? Mark Flothmann
Identify table / tables that contain fields used in a view.
Hello. I am trying to include the 'is leased' field on a report. However, I am not finding the field in any of the online schemas. Should I be looking somewhere else? If you go to assets...and review an active asset...you should see a yes / no field called / named is leased. Where is this field in the database schema? Thanks, Chuck
Update a request
Hi, Just a question, what is the best way to update a request? I see that you can use the field 'REASON FOR UPDATE" or RESOLUTION E.g.a request is about an error - we want to update the request with saying '.....have changed blabla, please try again' And also with our previous app for helpdesk we had a shortcut to put in auto the date and time we did the update, is this also possible in ServiceDesk? Thnx! Michel
Is it possible to make report based on time passed before first manual Update of incident?
Hello! I have a metric in SLA: 30 minutes for reaction on incident (it can be catigorization, request for new information, status update etc). Could you please help me with such query report? (to know how powerfull are reports in SD+ ) Maybe it is possible to use History tab, like if [1st update action] - [Create action] <= 30 min ==> SLA is not violated It would be really nice to have reports, based on time passed between various actions because SLA often based not only on resolution time. Also
Will 7.6 be on time?
It is that time again that a date has been published for the 7.6 release of SDP. What is the status of this upgrade? Is it currently under testing? Or is this going to be released in normal Adventnet fashion months after? Our renewal is coming up in 2 months and we want to know if after 2 times of not testing and missing release dates you have learned... Please respond asap.
Response/Created/Closed Time Report
Dear Help, The following MSSQL statement below produces report 1. We would like it amended to produce report 2 please. It’s important however that the ‘Responded Date’ is not the automatic generated response from the application. It has to be a note or work log entry from a technician. Thanks for looking, Stef SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') "Created Time",dateadd(s,wo.COMPLETEDTIME/1000,'01-01-1970') "Completed Time",dateadd(s,wo.RESPONDEDTIME/1000,'01-01-1970')
Reports time is 6 hours behind the real time
Hello, The reports are all 6 hours behind the real time for exemple the last hour report generated at 14:00 will be between 06:00 to 07:00 I think that the netflow is getting the time from the host on which is installed any idea on how can I get the right time Netflow version 6 Regards
Refresh Problem
When certain tech reps have refresh enabled, when it refreshes, no matter what screen they have open, it refreshes to one of their pending tickets. One of these happened when a tech rep was adding a solution in, it refreshed and it took him to a open request he had in his pending requests. Is there a way to fix this because it is very annoying to these users, they can do any work because of this? Thanks, Pciro Ambitech Engineering Corp
All workstations showing as "associated" for all requesters
Hi, I am currently working through the initial set up of SD+ (7.5.0) for our company; I have imported all sites, requesters and workstations and am now working on the relationships. When I associate ONE workstation with a user it does the job (if I log in as that user, that is the only workstation they can choose for their asset); however, if I go back to the requester to change the associated workstation, I can see ALL assets showing as associated. Is this a known bug or am I doing something wrong?
global view limited to showing only 7 techs
Is global view on the home page limited to showing only 7 techs? After that I get a row called others and of course the unassigned row.
Replying to a Request
Hello, Is there a way to have Service Desk automatically reply a resolution to the requester, Rather then opening the reply and separately copying and pasting it in? Purpose: looking to be able to work a ticket, choose a resolution (one that contains a script) then have it already be entered to a reply field, close the request, which will auto reply the selected script (resolution). Thanks,
Parent to Child ticket relationship
The ability to create a Parent ticket and have sub tickets relating to it. As well as all worklog entries roll up to the master ticket so you can see the impact on a total project or issues.
OpManager web interface customization
Hi, I wonder if is it possible to customize OpManager interface: I would like to edit the menu bar and/or delete or add links. Is there a way to do this? Thanks
New feature in Firewall Analyzer 6 Released
How do i have to configure Manage Engine Firewall Analyzer 6 Released to get SMS notification for alerts??? Thank you in advance,
Export Database
Is there a way to export the database into a flat file or another type of file?
Request Reporting on Additional Fields
We have added an additional field to our request template and it gets populated for every request. When in reporting we are unable to see the additional field and are unable to report on it. How can we report on the additional field? Thanks, Chris
Version entreprise with mixed operating system
Hi, We used an entreprise version with 3 application manager: one manager and two managed server. All of them are installed on Windows boxes. Is it possible to add another managed server but with a linux OS? Jerome Linxe System Ingenior OFAC - Geneva
Creating custom query to find all software installed on all workstation
Is there any way to create a report to show all software (with updates and servicepacks for Microsoft products) installed on all workstations in servicedesk in this format: hostname1,software1 hostname1, software2 hostname2, software1 hostname2, software3 ......... ?
De-Activating Quick Request section or making fields mandatory in the Quick Request Section
Is the above possible , issue lies if a technician raises a request
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