Logging in with old password.
I've changed my password with ADSelfService Plus. I'm now able to log into ADSelfService Plus with the old password and the new one. I've clicked the refresh button under the domain settings tab, but it still allows me to log in with both.
Generate report having "response timings"
Error when trying to open a technician record
Following error occurs when trying to open an existing technician (only 2 out of the 33 are not opening) FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,248,122,486,024.
Blank screen when connecting to Service Desk front page using Windows Server 2008
ServiceDesk Plus Build 7508 Installed on Server 2003 R2 box with nothing else installed on it Database is on SQL server Connecting to the Service Desk front page using Windows Server 2008 gives a blank screen. Works correctly using Windows XP and Server 2003. Have tried the following: -- Changed port from 8080 to 80 -- Turned off Windows Server 2008 Firewall -- None of the log files in C:\AdventNet\ME\ServiceDesk\bin seem to generate any errors, are there any other log files
Difference between "Technician" and "Assigned Technician"
What is the difference between "Technician" and "Assigned Technician". We're running 7509\Standard. Just today we were generating a report and someone noticed that there are two values to choose from... "Technician" and "Assigned Technician". We messed around a little, and we're pretty certain the "Assigned Technician" is the technician that the request is currently assigned to. But if that is so... then what is the "Technician" field used for? Thanks!
Categories
I have a question about categories
Multiple Surveys
Hi All, Is it possible to have multiple surveys? e.g. A survey every 6mths about general customer service. A survey after a request has been completed. I have looked in the Admin-User Survey pages, but it doesn't look like this is possible. Ideally we would like to select a survey to run, choose the respondents and specify the frequency. Thanks Stef
When do we get to see the roadmap??
Hi All, We were told that there was a development roadmap that we would be able to see at the start of the year. :roll: I'd like to see it please and see what Published voted for Features will be assessed in the next release. Thankyou Rich
Account status of "-" on user reports
This has probably been covered elsewhere but I couldn't find it. I'm running an "All Users" report and some of the users' "Account Status" fields are neither "Disabled" or "Enabled." Instead it's just a dash. There are a mix of "real" users and service accounts, as well as both disable and enabled users whose status shows as "-" Does anybody know what that means? More importantly, how I can get AD Manager to report the proper status? Thanks, Bill
Account Manager
Hi, Can I allow one Account Manager (like a supervisor) to see all the accounts from other Account Managers? It's necessary cause the managers have to support or assist a Account Manager when they're not in the company. Thanks in advance, Marcelo Romera
Some code is visible in request in IE
In some requests, submitted by e-mail, we see html-code like: <!--[endif]--> <!--[if !supportLists]-->- <!--[endif]--> In those requests people have typed dashes and bullets. These tags show in Internet Explorer but not in FireFox. Any ideas? SCP 7016 Cheers
Evaluation of SupportCentre Plus
Hello. I am evaluating SC and have 2 question for you 1. From my point of view 2 build-in trial licenses is not enought. Can I get 5? For trial of course. 2. Is it possible to devide client`s web part to DMZ and part for support to local network? For security reasons. Is there known issues related to security of this application located at the internet? Thanks Vadim
Insert/Modify Image into Solution
Hi, I'm trying to insert some images in a Solution, but I think I've found a bug: SupportCenter Plus allows me to include only one image at time. After I insert a image and click again in the Insert/Modify Image button, nothing happens. Then, I have to save the Solution, edit again and insert the other image. Can I made myself clear? Thanks, Marcelo Romera
Translation
Hi, More two suggestions to translate from English to Brazilian Portuguese: In the Request page, the Set button was translated to Conjunto. The correct name is Aplicar. The Street, in the Customer was translated to Rua. The correct name is Logradouro. Thanks, Marcelo Romera
Additional Field Size
Hello again, I have a new idea to make the experience better with the SupportCenter Plus: Maybe you can put an option to change the size of the box setuped in the Additional Fields. When we put or change the information in the field, the size is so small and we have to copy and paste the information in a notepad, make the changes and copy back to the system. If we have an option to change the size of the box, it will help a lot. Thanks, Marcelo Romera
OPMANAGER V8 NOT STARTING
Hi , i have problem with opmanager , every 3 days it gives me error of INFO | jvm 1 | 2009/07/08 12:55:34 | Connection to the Database is lost. Trying to reconnect to the Database INFO | jvm 1 | 2009/07/08 12:55:34 | Please Wait ... and i need to restart opmanager service to make it work again . today it happen again and i have tried to restart opmanager service but now opmanager server is not starting i have seen in LOGS/WRAPPER.CONF file and seen when i have tried to shutdown
SLA Report broken down into the following
Hi, can someone supply the mysql code for the following reports please: % SLA met and not met per User per week % SLA met and not met per team (role/group tech is in) per week % SLA met and not met per User per month % SLA met and not met per team (role/group tech is in) per month % SLA met and not met over all per week % SLA met and not met over all per month I'd need to be able to set it up to email the week and months previous. Thanks in advance :) Michael
Cannot edit asset SD 7.5
Hello, I am having a problem when trying to update/edit any asset. I am receiving the error you can see in the attached screen dump With admin or technician user is the same problem Error Code: -1,246,871,184,731 I cannot edit any asset!, even if it doesn't have any relationship I am also attaching the server log Current version: 7.5 build 7504 - tested with 7508 and the same results IE 6 and 8 SQL Server 2000 Win XP SP 2 Thanks in advance
Is it possible to add few additional fields in the request area and be able to have a database relation between them?
I would like to know if I add few additional fields in the request area, can I then create a relations between them thru the existing database? If so, could you please help.
Site field shown in requests when no sites configured
In v7508, the "Site" field is shown in the request template and request view page even when a site is not configured. This field cannot be set to hidden in the request template configuration, even in the requester view. I did not see this listed in the know issues, so I apologize if this has already been reported.
Purge Temp Files
I set a configuration to purge temp files but it doesn't seem to be working? The problem is... When you open an attachment in Outlook, it automatically saves a copy to the temp folder, if there are multiple attaaachments with the same name, it will append them with a number (voicemail (1).wav... Once it's hit 99, it won't open another voicemail.wave file, so I've manually gone on users machines as this has come up and deleted the temp files. I found the configuration that should do this automatically
the username at up right corner became
hello: we visit SDP 7020， OpManager 7105, in windows xp , IE6 , and sometimes when after we created a new request, in SDP,the username at up right corner became "unknown", then we cannot use SDP normally and had to relogin. SDP is running on a clean old server, Windows Server 2003 system, OpManager is also running on it. I checked the log, many Exception stacks output like this were found: [08:11:29:734]|[07-09-2009]|[SYSOUT]|[INFO]|[24]|: [JBOSS] Engine: StandardWrapperValve[default]: Servlet.service()
Solution > Approval request breaks the solution
When adding a new solution and then forwarding to Approve, the system page locks and you cannot see the solution any longer. Is this a bug? - Has anybody else noticed the issue? BUILD: 7508 MS-SQL Backend Enterprise Edition. Ashley Cox
status and logs about it...
In our company we have around 40 different status and each time a support works on a case, it may go thru few of them on each request. Is it possible to get a report on how long each support rep spends on each request according to the each status? In other words, if a support rep opens a request and then 2 hours later it will change it's status to in test phase, and 3 hours later it will change to delivery. Now can I get a report that shows that this support rep worked on this case and it was open
Rediscover Ports fails
Hi! I am monitoring a Dell switch. Some ports where not assigned when I started monitoring it. I have deleted the free ports from the device. Now I have connected some new devices to the free ports and want to monitor them (the assigned ports), too. When I try to rediscover the deleted ports of my switch I don't get them. I click on "Rediscovery" and get an overview with all ports (included the deleted ones). The boxes for these ports are automatically checked. When I click "Add" the ports won't
Code visible in request
Hello, Some requests (submitted by e-mail), containing lists of bullets or dashes, show code like: <!--[endif]--> <!--[if !supportLists]-->· <!--[endif]--> This happens only in IE, not in FireFox. Any ideas?
WS-Management for VMWare?
Hello! Is it actually possible to monitor VMWare machines with WS-MAN (Webservices Management) instead of SNMP or is it planned in further updates of OpManager? I would take a great interest in that. Kind regards, Mok
Op Manager none stop alert
Hi I have an alert "AuthenticationFailure : null " every minute on one of my servers. I run Op Manager 7 please Help Regards
Dual interfaced servers
When i add a server to opmanger (windows 2003) and scan the interfaces in the "interfaces" tab i see 2 interfaces. Although in the software im able to check both but as soon as i add them it will only let me add one. I am experiencing this issue with all dual interfaced servers in our company. Does anyone know the solution for this problem.
Editing Error page (500) and (404).
I was able to edit (500) error page and (404) error page by adding the following to "httpd.conf": Alias /error/include/ "F:/PROGRA~1/ADVENT~1/ME/OPMANA~1/Error" <Directory "Error"> AllowOverride None Options IncludesNoExec AddOutputFilter Includes html AddHandler type-map var Order allow,deny Allow from all LanguagePriority en es de fr sv ForceLanguagePriority Prefer Fallback </Directory> ErrorDocument 404 /error/NotFound.html
Opmanager Notification alerts by email
When opmanger sends an alert by email it would be useful to have the ip address as well as the name of the device this would eliminate going into Opmanger to find out what device has the issue to find the ip address. Is this something which could be done?
Change management emails users twice during send for recommendation
One or two of my CAB members get the same email during the send for recommendation in change management. How can I stop it? Cole
Upgrade from 7011 to current issues
all, i have a 7011 install that we would like to upgrade to 7509. the system is using a MSSQL 2005 SP2 database back end on a seperate machine in production. in my test environment, i have the MSSQL server and servicedesk on the same machine. When running the upgrade from 7011 to 7022, the database update takes forever, I have been too impatient to wait for it but i have let it run as long as 3 days before killing it. i can see it workin through the records in the database but it appears to be
How can I include reply content in notification to technician?
I have the notification that alerts the technician when somone has replied to a request enabled. Is there a way I can include the content of the reply in the notification to the technician?
Data missing while editing the request
Hello, I noticed that if I try to fill in the fields in the Requestor details section via Edit button associated with that section and save, the details will not get saved. (which is a slight inconvenience for the helpdesk users.) However, if I save the same details via Edit button on top of the request screen, they get saved. Please note that the fields which I try to fill in are custom made and not part of your standard fields. I am not sure if that makes any difference, but better to mention.
Send Self-service login details
How to use Send Self-service login details??? and how to trigger it to send login details to the user?? does the requester must be a registered user or it can also be an account automatically created when a user submits request via Email?? Thanks
Download Build 7508
Hi all, I know that there is a new Build Version (7509), but first I want to install the 7508. Can you please tell me where I can download it? Thanks a lot,
Spell out the password using words?
Notice how the "I" (capital i) and "l" (small L) can look alike? If I were to read a password out to a user, I may get confused if it’s an “i" or an “L”. This would pose a problem when logging into Windows where the user only has three attempts before the account is locked out. Would it be possible if the password font be changed (e.g. to Courier)? Or better yet, have a phonic representation of each character (each character has a word such as "a = apple, A = APPLE"?
PMP through a proxy never completes the "Fetching" phase for account passwords
We're working at implementing Password Manager Pro at our site and are hoping to keep the service on our private network and expose it's service via our F5 FirePass VPN server. The FirePass allows us to do layer 7 (HTTPS, etc) proxies through it and everything seems to work fine in PMP except for the fetching of an account password to be displayed. (We just get the cyclon-raider style 'fetching.gif' and never have it turn into the **** for the masked password) We're continuing to look into
Bug in Process Monitor
I accidentally posted this over in the App Manager forum, so I re-created it here. I've run into an issue where we are monitoring the number of a specific process on a Windows 2003 server. Initially we set it up to monitor for 100 instances of said process, but now need to monitor a higher count. Unfortunately, when you type anything higher than 100 in the "Instance Count" "Value" field, it comes back with an error that the number must be equal to or less than 100%. I'm guessing it's just a coding
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