request attachments in a report....
Is it possible to see the attachements in a report? In other words, can I run a report that includes the attachments in a request? Thanks, Mike
From Windows to Linux
Hello One and all, here is how i got myself in this delimma... I was evaluating tons of help desk aplications, all under microsoft windows 2003 and microsoft SQL server because of the ease of install, for the quick test, my desire situation is Linux... Then i stumble upon servicedesk plus, so installed it under windows.. And i happly stayed more than 30 minutes testing (more then the other apps), and guess what. I got carried away with the application, and forgot i was testing..and went and setup
Approval Link
The other day I changed some verbiage in our "Notify for Approval" notification. Now the link to the approval screen is not working. The verbiage says "click here", with the word "here" being the hyperlink. For this hyperlink, I used $ApprovalLink. Apparently that isn't working. Please help me understand what coding I need to use in the properties of the hyperlink in order for the notification to include a proper hyperlink for my users to be abel to get to the approval screen. Thanks- Marc
Merge two products in Asset Management
We have "double ups" of a few products in our asset management area. The same product with different spelling. Is it possible to merge these together.
Requester acknowledgement question
I have our system set to automatically close a resolved request after 2 days. If a requester clicks the "close request" link it records their comments in the ticket history and changes the status to closed, but still shows as "Closed without requesters acknowledgement" in the ticket details. Is this a known issue, or am I missing something?
how to track what support reps have logged in - if ever
in an effort to conduct some housekeeping, we would like to determine how many of our support reps are actually logging in and how often. These reps are administrative and don't work on tickets - they say they like to log in and look around. We would like to recoup a few lics for the reps that are not or have not often, logged into the system. Are there any reports that I could run that would give me that log-in info?
Monitor HTTP Url Sequence still working after being deleted
Hello, To try some reponse time on some big forms I created a monitor "HTTP URL sequence" in category "Server/Webservices" So, every polling time, the form is posted and it work fine. This is awesome ! The problem appears after i deleted the sequence : this is still working ! After a server reboot, the problem appears to be solved. But you understand I cant reboot a webserver (in load balancing with another) every time I want to change my URL sequence in AppManager 8 Is there some know
Dueby not working - evaluation please help
Hi all, We are currently evaluating Support Centre Plus, and we have an issue where by the DueBy tickets are not working. I have setup the following, which i believe satisfies the Dueby criteria and SLA's. I have created a customer, which has a contract. I have created an extreme SLA which is attached to the contact, assigned to the customer. The Extreme SLA is at the top of the SLA order list. The SLA for Extreme (For testing purposes) says if the ticket is marked as extreme, after 10
Translations
Here is some suggestions to translate from English to Brazilian Portuguese: Merge (in Request page) - Mesclar (we have Intercalar today and it means to change between a request and another one.) Number of Hits (in Solutions page) - Exibições or Visualizações (we have Modos de exibições today and it means exhibition types) Account Manager (inside the customer and in the Admin page) - Gerente de contas (we have Gerenciador de contas today. It's not exactly wrong, but Gerente de contas is the right
Able to send mail or SMS using phone or Data Card
Hi All, This is a great product :) i am just evaluation it and while evaluation i feel 3-4 things, 1. Is there is any way if mine all network down even internet manage App Manage is able to send mail if i use (a)USB data card?? of it able to (b)send SMS to me on mine mobile number ??? (a) if it able to to use data card then how it able to auto connect ? because if Lan is down it should invoke some script which auto connect the Data card Dialer (b) If it is able to
Approval Link
The other day I change some verbiage in our "Notifying for Approval" notification, subsequently the hyperlin for the approval link is no longer working. Oddly enough, I don't find anything in the list that indicates what coding is associated with the approval link. The verbiage includes "click here" with the word "here" being the hyperlink. I used $ApprovalLink in the properties of the hyperlink, but that is resulting in Tomcat errors. Please help me understand what coding I need to use in the
Custom report "All hardware by department"
Hello, I am trying to create a custom report with the following in it: - All hardware (not only workstations & laptops) including monitors, printers, routers, etc. - sorted by site & department As far as I can see we can only select a report with all Workstations in it. I know I can make a custom report but I am not a programmer so some help would be appriciated. My finance department asked me for a list of all hardware by site. How can I get a quick and clean list of all the hardware that
Error opening the pdf log
Hi, The daily log schedule to deliver to my mailbox has error opening the pdf file. Error about corrupted file. What could be the problem?
Not able to get security logs
Hi, I am not getting security logs, i have installed this tool on my machine, was trying to check when did i logged in to machine each day but could not find any way in this toll to get security information. I can get same information in eventviewer but that data i need to put in excel to get each day first logon information. Let me know if this feature exists in this tool
Problems after upgrade to Opmanager 8 sp1
First problem I noticed was that all the devices have now lost their interfaces. Although I still get alerts that where previously set up so I know the interfaces are monitored the interfaces tab simply displays No interfaces are there for this device. If I click "Rediscovery" then the interfaces are listed, I tick them and select "Add" and I am told Interfaces added successfully but they are not. I tried removing and re-adding a device but it did not work. I tried adding a device that has previously
After Upgrade to V8 build 8010 all interfaces disapeared on all devices
I haven't checked every single device but every device I've checked so far since the upgrade is showing "No interfaces are there for this device. " This was most noticable as the firewalls are not showing interfaces so I could not configure the real time bandwidth utilization. If I click "Rediscover interfaces" the full list of interfaces is shown. I select them and click 'add' and it tells me they have been added sucessfully but they do not appear. I do still get error messages regarding the non-showing
Screen Scaling
Hi support team, just to let you know, the latest hotfix 8020 still shows the same issue with screen scaling: On a secondary screen with lower resolution than the primary screen it appears that scaling of the dashboard layout is based on the primary screen's resolution. This happens with IE8 but not with Firefox 3.11. Regards GWeiss
POP3S aka POP3 with SSL
I need to setup SSL when sending/receiving emails from our Exchange Server but I cannot find this option in SC+. I only find POP3/IMAP and SMTP. How to set up SSL? Thanks
How to configure the HOME display
How can we configure the HOME view to not have the "Quick create - new request" at the left of the screen ?
Live Reports shows outbound traffic as inbound
Monitor a Sharepoint Site
I am trying to monitor a sharepoint site and after setting it up I get the following error: The URL http://iycdev.isdonline.net is down, Reason : Host Unavailable I can monitor any other site exept a sharepoint Site. I read a post about a "cryptix-jce-provider.jar." but I the information seemed vague (too me anyway) as I am not sure how to get from the zip to the jar format. we would like to possibly purchase this applicaiton, but need to get the sharepoint url monitor working. Thanks in advance.
Trap always captured as unsolicited trap
My customer has a custom made system which will execute a java script to send snmptrap alarm. We tried to set OpMgr to be the trap receiver. We have loaded the MIB file, unfortunately it always captured as unsolicited trap. I also created a trap processor from the unsolicited trap list but everytime the script send a trap it still goes to unsolicited trap list. attached is the mib file and java script.
contact added by mistake, how to modify it after a request has been added
If a support rep added a new contact by mistake, while adding a new request. Now how can that contact be modified to the correct one? Does this will affect the request that has been opened and worked on? Thank you for your help in this matter. Mike
RequestID
Can I modify the default requestID? I want it will be like this: mmddyyy-XXX where XXX - serial number during the day. Thanks in advance.
wrong time
Hi. When i post new request , my time is wrong. In the left hand corner i have the system time , it's accurate. but the create time is way wrong. Any help will be appreciated
Wrong CPU detected in Asset reports
Intel(R) Core(TM)2 Duo CPU P8600 @ 2.40GHz are being detected as Intel Pentium III Xeon processor in Lenovo Thinkpad T400's.
Does SupportCenter Plus support connection to Exchange 2007?
Does SupportCenter Plus support connection to Exchange 2007 trough MAPI or IMAP4? Today is middle of 2009 year. Thanks
filter on request template
Hello, how can I apply a filter on request template to allow requester to use only some template? Thanks Maso
Wake on lan
Hi, I have been trying to find out how to initiate a wake on lan straight away instead of a scheduled Wake on LAN task. I can not seem to find this in the product. Maybe I am just not looking hard enough, as I thought that if there is a scheduled task you could do this right away. Anybody? Thanks, Billy.
Report
I need to create a report that gives me logon/logoff times for a specific OU, is this possible?
Custom Reports
First, thanks for the custom reports feature. Much appreciated. When I setup a custom report, these are the columns I'm adding: ------------------------ Year of Installation Computer Name Last Logon User Physical Memory IP Address Manufacturer Model Service Tag ------------------------ This report shows me exactly what I need to know - except there is a problem: Computers that have been removed -- some that were removed weeks ago are showing up on my report. I went to SOM to verify that
AD-Import
Since using Version 7.508 we can't import requesters from the AD. Having a Windows 2003 Domaincontroller (it was working before the update). Now- if we start the import manually it looks like it is working but there's no end in sight (for hours - until you cancel that operations). If we try to fetch the OUs from Active Directoy again, we get the message "Exception occured while enumerating Oraganizational Units". It doesn't change anything with a different user or domaincontroller. Thx for your help,
Stations from failed configurations showing up is other configurations.
I have four configurations that I'm dealing with. One updates flash, one updates shockwave, one does a registry edit and the fourth one delpoys a Microsoft patch. The flash, shockwave and registry edit configuraions were to one station only and each had completed successfuly. The patch configuration was for around 400 stations and was scheduled to execute at midnight last night. This morning I noticed all 4 configurations had a status of failed where the first three were previously completed successfuly.
Stations with failed patch deployments show up in other configurations
I have 4 configurations I've been working with. One updates Flash, one updates Shockwave and one applied a registry change and the final one deployed a Microsoft patch. The flash, shockwave and registry change configurations were to one specific computer only and were successfully execute yesterday morning. The patch update was configured for about 400 stations and was scheduled to execute at midnight last night. This morning I noticed all 4 configurations had a failed status. I expected some failures
No log collect for domain controllers win2003
Hi, i have download free version for test, and i have intention to buy the professional version,but i have one problem. I have collected log for any kind of machines (win, ubuntu) but i have problems with my DCs. The Verify Login is ok but seems not get nothing log. have you a solution? thanks a lot and sorry for my bad english. Bye
Edit Request
When we select a ticket and click the Edit Request button we get a new window that states Apacher Tomcat/5.0.25 - Error Report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.common.FieldDetail.getPosition(FieldDetail.java:296) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:445) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:443)
Requester submit purchase order.
We were interested in our requester being able to submit Purchase Orders so we can integrate AdventNet ServiceDesk Plus into our purchasing process. Right now we have a ticket for that users fill out, and our purchasing agent then enters the items into a purchase order. We feel it would be easier for the requester to submit the Purchase Order and the purchasing agent be able to then take it over and verify approvals and process the PO. Is this planned to be released? I saw an old post from '07 saying
Requester is unable to view Request - Additional Filelds after submitting the request.
Hi, I was checking the demo software of SD Plus on http://itildemo.servicedeskplus.com/AdminHome.do & tried adding some additional Fields for requests. After adding the fields, I logged in as requestor & could view the additional fileds in the request. But after I submitted the request, the values of additional fileds was shown as Unassigned. Is that I am missing on something. Regards MG
How to generate response calculating "Response Time"
No permission for run reports created by query
SDP 7506 + MS SQL 2000 User have custom role (full access to reports). No permission for run (view on reports window) reports created by query.
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