Extracting email histroy from SDP database
We need to extract the email history for all incidents frmo ServiceDesk plus. However i can not find any table where this is kept. I have looked in WorkOrder_Threaded, but this doesn't seem to help. Can someone please tell me where to find this information in the database?
Unable to save attachment to ServiceDesk
When creating a ticket and adding an attachment, it shows the attachment and it's correct byte size but when you try to open it says file not found. The directory for the ticket is created iunder /fileattachments/Request/Jan2009 but not file is found there? This is critical. The error from the log file states that the file could not be moved, attachment not saved.
Custom Due by Report
I need to create a scheduled report with the following The report should show All overdue requests Or All requests with no due by date and the current date and time is greater than the created date plus 48 hours I would like to have the following fields shown in the report Request ID, Priority, Subject, Technician, Request Status, Dueby Time It should be grouped by Site. Any help please?
No notification sent by SLA
Hi, I looked through the posts but none of them could help me. I'm currently running the demo version of ServiceDeskPlus. Now I'm testing the SLA functionality and so I created my own SLA (see picture below). As you can see the time limits are very short for testing purposes. The resolution time is set according to the sla. All technicians are associated with the right site. But I don't get any sla notifications. Other notifications (for example "request resolved") are working, so it's not the server.
DB Schema for version 7.5.0 (7505)
Hi, Is there a new schema for this version? I'm interested in Users and Work Orders mainly. I have a schema for a previous version but I could do with a new one which shows me about the new DB changes. Thanks, iSAMS
Netflow Plugin
We own Licenses for both OpManager and Netflow... Seems that the Netflow plugin should be available to us by default. Who can I contact regarding that option?
Hot Fix 7506 released
Dear Customers, Hot Fix 7506 released today.You can download it from the following link. Issues with multi language version is fixed in this release. http://www.manageengine.com/products/support-center/service-packs.html Here is the instructions to upgradehttp://www.manageengine.com/products/support-center/faq.html#upgradeservice Regards, Arun SupportCenter Plus
Group request emails
Hello, I wanted to have all technicians within a group to receive new request notification emails. Currently, it would seem as if you have to add each technician to the 'Send notification to group technician(s) when a new request is added to this group' checkbox if you want them to receive an email when a request is put in. Is there any way I can add an Exchange Distribution Group to this list with all of the technician names instead? If I add the distribution group as the "Group E-mail" under
Unusally High CPU usage after upgrading to 7.5
Hi, I just noticed that the CPU usage suddenly increase to 90% level since we upgraded to version 7.5 for 7016. we have a dual qual xeon with 4gig ram. normally, we use only less than 15% with other applications running. The service sqlserv.exe uses most of the cpu. has anyone encountered this after the upgrade? thanks, mico
Unable to modify Techinicans - SDP Crashes.
2 Issues I cannot login locally on the SDP server using the local admin or a AD account (I can login from my machine using the admin account with local authentication) Secondly, I have 3 Technicians I seem to be unable to modify. I have recently upgraded from 7022 to 7509 (this problem was existed in 7022 and earlier versions) Never had a need to change anything so wasnt a drama. When ever I make a change to a technician (or even just try and load the technician to edit) SDP Times out - See Attached
Windows 2008 compability?
Is the current Release of ServiceDesk Plus (7.5) compatible with Windows 2008 Server and the upcoming Release Candidate? If not, is it planned that future SD+ releases (7.6?), will be compatible with Windows 2008 Server?
Problems/Changes (associations)
Typically, a problem results in the creation of a change request. Currently, a change request has the ability to associate problems and incidents to it, but that is as far as the product goes. Unfortunately, when a change is completed, all problems and incidents remain open, which requires the technician to go into each, and replicate much of the same data that is already in the change request (E.g., tasks, work log, etc.). In order to improve the product as an ITIL solution, I recommend the following
Satisfaction Scores calculation
On the survey, when a user completes the survey the system shows a satisafaction score, however this score does not seem to be reflected in any survey report and manual calculation of the users satisfaction istime consuming. Is there any way to automatically get the scores in a report?
ManageEngine ADSelfService Plus 4.3 Build 4310!!
Hi All, We are happy to announce the General Availability of ManageEngine ADSelfService Plus 4.3 Build 4310 for immediate download. This release is an enhancement to our Build 4300 which holds the GINA Extension and OU based Policy configuration features. We take this opportunity to thank all those who helped us to improve the product with their valuable comments and suggestions. Download page for the complete build: http://manageengine.adventnet.com/products/self-service-password/download.html Existing
Forum search option doesn't work
Was going to try to search the forums for 'Permission Denied' however I was not able to type anything the keyword field.
Intrusion Protection
Has anyone used Netflow Analyzer as a tool for detecting intrusions? if so, how did you configure it and what are you looking for.
I would like to remove some adventnet links in SDP
Hi: There are some SDP links on the SDP 7.5 homepage that link to ManageEngine websits, like Get Quote， Jump To and RoadMap in Support .We found that those links are quite annoying , is it possible to remove it in any way? Ralph thank you
Requests vs Tasks/Projects
We have a senior administrator who believes that the number of open requests is the KPI of a tech department. We're working on changing that, but in the meantime we need to find a way to separate Requests from Tasks/Projects. For example, "my printer is repeatedly jamming" may be a request, but "deploy Vista-capable printers" or "reinventory hardware" aren't support requests; yet we need to keep track of that list. Question 1: How is everyone tracking the task/project type issues? Are you using just
2 databases
Hello, I want to have 2 différents database on the same server. Is it possible ? regards,
Sampled NetFlow support now in NetFlow Analyzer 7600
Hi, For all those who have been looking for NetFlow analysis using sampled NetFlow, NetFlow Analyzer now supports the same by just applying a feature pack file. Sampled NetFlow supported devices analyze only 'N' number of packets depending on the sampling rate set and sends this NetFlow packet for analysis to the NetFlow Analyzer.Please visit the following link to know more about sampled NetFlow: http://www.cisco.com/en/US/docs/ios/12_0s/feature/guide/12s_sanf.html This feature can be supported on
mysqlhotcopy
Hi, I use application manager on a linux platform. Is it possible tu use mysqlhotcopy instead of mysqldump because with actual solution, it takes a lot of time and space ? Regards, Remi
mib upload problem
When I try to upload mib from mib browser page in opmanager every time I get error unable to upload mib. Where I made a mistake? When I downloading mibs from internet I save page with mib text to txt or file with mib extension. Another question is: Is the uploading mibs from mib browser page is the same thing as copying mib files to opmanager/mibs folder? Thanks
Will the demo site be updated?
Hello, Do you have any plans to update the demo site at http://demo.supportcenterplus.com to 7.5 ? It would be nice to test the new version that way. Best regards.
utilization too low
Hi, I am trying the netflow analyzer with the trial version. Our router is from our ISP, so there´s no way to get flows from that. I have set up the analyzer to collect data from the HP switch that connects to the router. Now it seems that I only get half the traffic. If I up/download 10MB file, the analyzer only shows 5MB of traffic. The switch is set up with the tools provided by Netflow analyzer. Do you have any ideas on how to make it more accurate?
Java consumes 100% CPU cycles
Hi, We have Device Expert version 5.3.3 Build 5330, its running under Windows server 2003 SP2, when running java consumes 100% CPU cycles making the application and server unusable.....................this is not at all good. Is there anything that can be done to fix this. Scott.
Authorised / Unauthorised Change .... ?
What is logic by which DE judges if a change is authorised or not ? Regards
Nortel stack IPFIX conf
not able to configure IPFIX on nortel 5530+5520 stack
my myql.log is huge 4.5gb
hi I have just noticed that mysql.log is 4.5gb, last month it was 4gb, so it seems to grow by about 500mb per month i also found this thread from the MSP forum http://forums.manageengine.com/#topic/49000003510234 is it safe to delete or even disable? could someone from the support team get back to me on this please cheers
Applied Latest Update 8022 - Now Interface Stats no longer linked to Netflow? Help!
Dear Support Team, after applying the 8022 Update to Opmanager, to my shock I notice that under interface reports, the link to Netflow has disappeared. This was a great function and very useful to get some quick per-minute traffic stats. However now it seems you have replaced it with the poor looking netflow plugin. The plugin also only shows per-hour stats! So it makes the netflow plugin not very useful. I want my old link to the "top ten sources, applications, destinations, and connections" back!
SD 7509 Workstation, Servers, product name only appears for servers and not workstations
hi all my servers are hp proliant servers, under the product type they are classified as servers and not workstations but when i click on workstations i cannot find them under servers but they are listed as workstations (desktops in fact) when i click on edit a particular hp proliant server under model section the drop down list is not filled out, when i click on the drop down list the proliant server type is not listed (but it does exist under products as product type server) when i click on edit
ServiceDesk Not Working After Applying HotFix 7509
Okay i stopped the service downloaded the hotfix and ran the update tool, browsed for the file and chose to update my engine from 7508 to 7509. IT created a backup and the installation went smooth and completed successfully at 100%. I then started the service and it starts pretty quickly. Later a splash screen comes up showing the progress of the start and it go all the way till i guess in the application layer at around 85% it hangs, the progress bar is not moving forward at all.] I restarted the
TimeSpent reports for Changes?
I'm looking at my timespent reports, and they appear to only show worklog entries for requests. Is there a way to include data from changes, or run a separate report that will show timespent data for the change module?
Pass-Through Authentication - LDAP
We use the Pass-Through Authentication feature with the Active Directory configuration... It would be nice to have this feature available in the LDAP configuration as well. The main reason for this, is the current limitation with the importing of AD accounts. AD import feature imports ALL accounts in the selected OU. The LDAP import allows for a search filter, which is excellent. So I suggest either of the following: 1. Add a search filter option (using LDAP syntax) to the AD import section -or-
KPI on intervention time
Hi, I would like to have a report on intervention time. I use custom report / tabular report / request then I select the fields request id / subject / urgency / priority / created time / completed time / responsed date I would like to have a KPI report based on the elapse time between the created time and the responsed date. The problem is as soon as you add a worklog or close the request, the responsed date is the last action date, but I need the first responsed date. Does someone can help me
Closing Request - Late redirect to Resolution
Hi, Because we have forced technicians to enter a resolution, recently alot of technicians have complained that when closing a request, they are redirected to the resolution section AFTER they have filled out a detailed "Comment". This comment could have taken 10 minutes to write, then only to be lost when the service desk redirects to solutions section. This entire part of the UI that is used on a daily basis should be fixed. I think when closing a request, and when solutions are required, then
SLA reporting
Hi, Please can you let me know if SDP can auto update a task owner on SLA status via email? This would be for a high priority task that has an SLA requirement and the task owner needs to be notified that the task in nearing the SLA deadline Thanks
SD+, OpManager, Netflow on the same server
Dear all, We have these 3 software installed on a W2003 server : OpManager Build 8022 ServiceDesk+ Build 6015 Netflowbuild build 7600 Each of them use a Apache, java & mysql process. Is it possible to migrate the 3 mysql DB into a new MySql server ? And in this cas, which mysql release should I install ? Thank you, Christophe
Problem Management
Hi, I've been using ServiceDesk Plus 7.5 for the last couple of months. I want to clarify something with problem management and how it is implemented in SDP. According to ITIL a problem is "...a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant." The implementation of Problem Management in
Survey Questions
Is there a way to make the Survey Questions mandatory? Some users are completing the survey but not answering all of the questions which is affecting the overall satisfaction level score.
Changing the address display
Hello, We were wondering whether it is possible to change the way the address is displayed. Currently it is something like this: <door no> <street> <city> <country> <state/province> <zip> <country> But in the Netherlands we have addresses completely differen: <street> <door no> <zip> <city> <state/province> <country> I hope that this is possible that makes it easier to use the addresses for mailings for instance. Kind regards, Jarry Claessen L'Excidio
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