asset scanning
is there any way i can attach and connect a scanner to service desk so to each pc i have i can associate things like keyboard or mouse and i can have a an automatic in and out feature for all the assets i take in or out thank you
Problems with requests
When opening new requests or existing open requests it diverts to request number #17. We are currently around #50000. This issue has only started since we have upgraded from 7022 to 7500 and then to 7507. We use MS SQL 2005 for our database. It happens mainly in IE7, seems to work OK in Firefox. We have deleted all cookies and temporary internet files. It is happening on multiple workstations using Servicedesk. Anyone else experience this issue?
how to configure the firewall Analyzer
Hi , I'm unable to configre the firewall analyzer to Juniper ssg550 . So please tell me how to configure the firewall analyzer juniper SSG550 from the scratch, I have read the help aswell but I'm unable to get any thing from that, Your help will be appriaciated. Regards , asif
Unable to find the switch port mapper in OpManager build 8007
Hello, The instructions for accessing the Switch Port Mapper changed in OpManager 8 from OpManager 7. In 8, the instructions in the Help state the following: Switch Port Mapper OpManager shows the connectivity between a switch and other connected devices in the network in Switch Port Mapper. You get the details such as the MAC address, IP Address and DNS names of the devices connected to the switch. You need to provide the details such as the community string and port number of the switch and if
ADManager displays Exception in:/jsp/tabComponent.jsp] null where the options tabs should be (after license upgrade)
Hello, After I applied our new license for AdManager Plus, the display at the top shows as follows: Because of this, we can no longer use certain options, like the support options. I am unable to create a SIF. I did zip the logs folder but I do not want to post it here for security purposes. Regards, LeRoy
Cannot Delete Sites
After our conversion from our old help desk program to Service Desk, we now have duplicate sites in the system. I'v went through the Admin side and deleted everything out that I can find where we can choose a site. But when I try to delete the site I still get an error saying that the site is in use and cannot be deleted. Where else besides Admin can I look to see where I still have linked items Thanks
sla question for same criteria and different values
Sla question, I want to know how to match our contract into this system. Our sla is set in this way, if a call comes in with priority high then it should take 30 min to resolve, and if it is medium then it should be resolved in 1 hour. Now how can I put this in support center? This is the page that I tried to do this but it only has action for one of the criteria. What I like to know is, Can I set the criteria to high and match that to a resolutioin time and then how can I set another criteria
7507 - Request detail blank on Approval
Hello, We have an issue which happens sporadically. A user follows the link to the Approval Tab and sees no Request Detail. This occurs in IE6, 7, and 8. Difficult to reproduce, the user will see detail on one Approval and see no detail on the next.
Cannot add a device properly
Okay, bit of a weird issue here. On Opmanager V8 build 8007 I am trying to add a Cisco 6506 IOS based switch. I supply the snmp credentials (which are common to a whole bunch of switches) and the host name , it comes back with some information that the device is "unknown" so I save it and try to add the snmp strings manually, it tells me that the device does not respond to snmp !!!. Download and install the free version of Opmanager on another server , supply the same snmp credentials and host
Technician as Request
Sorry, found the problem - at the Self-Service Portal Settings, the corresponding settings was turned off. Fixed now. Thanks. << Original Question >> Is there a way to create new request with any registered Technician as the requester? i.e. can technician make a request using his name? When I try to make a request, I can't choose any technician as the requester. Is it normal? Thanks a lot. Regards, Stephen Au
Add Sub Account
This function is not working, error message appears as follows: FAILURE : Error while adding the customer details. Please report the problem to the system administrator, with the Error Code - 1,243,853,633,560. This is now urgent. Many thanks
Monitor Multicast Stream
Hi, Is is possible to get Opmanager to monitor Multicast Streams? We use Real Time Display on our phone system that send data to clients via multicast, we would like to monitor these streams and be aware of any issues. Is this possible? Cheers
User page view
Hi I started exploring this applications for the last two days. a quick query, instead of showing all in category view for users, is it possible to show only used monitors example in mailserver mail server RTT custom monitors Files/Directories. Nothing else should be displayed apart from the above for logged users. How do i achieve this? thanks suno rao
JavaScript error (Resource Groups -> Configure Password Reset)
Check the box next to a Resource Group (any or all), click Configure Password Reset, and get: Error: tbModel is undefined Source File: https://pmp-server:7272/javascript/general.js Line: 5995 Can't configure Password Reset for Resource Groups. Can do so for individual Resources, but yuck!
Don't Trim Column Values In Software Package Repository
Would really like to see an option to not trim the column values in the Software Package Repository screen.
Compare Machines in AD with Installed DC Clients
Looking for an easy way to compare a list of computers that are in our Active Directory structure to those that have had the DC Agent installed successfully, failed installs, and those that haven't received the agent. What would be the easy way to do this without running tons of reports and manually sorting through each and every computer...some 700 machines. Thx!
Linux Memory monitor.
Hi, I'm receiving 90% - 100% alarms on linux memory monitor, because linux allocates about 75% or so of it's memory to the cache. Is there a work around for this, a MIB? or a Monitor? Thanks,
Print "All Replies" Customers and Representative Support Team members
Hi, Why the option of printing of Requests Support allows only printing the communication between the representative support and customer. How do I print all other communications from members of the team support. Thanks Carl
Restore Data
Hi, I am using Opmanager 7.202, I would restore data but it occurs an error. Please refer to the attachment. I have already tested on the 7.204 version, but it occurs the same error. Thanks
Database structure query
Hi, We are trying to report directly against the Service Desk database (MSSQL) but we are having issues with the times fields i.e CREATEDTIME column in workorder table. We can't workout how to decipher the time from the integer in the field. Anyone know how its worked out? Cheers
Network scan fails
Folks, I am trying to run a network scan, and it selectively fails. My company uses 10.0.0.0/8 address space. All my systems are linux systems, no windows boxes, AD and other s(tuff)... The ServiceDesk Plus server is located on the subnet A (10.12.0.0), and has an IP address of 10.12.5.15. Scanning 10.12.0.0/16 works fine, and I could collect data for 10.12.10.0/24, 10.12.20.0/24, etc. But trying to scan subnet B 10.22.0.0/16 fails. I am getting the following error: /10.22.5.10 : No response received
Import Tickets
Is it possible to import/export tickets from the web UI?
Web Portal Links - Email
Is it possible to add an email as a link? I notice it pends http:// in front of what ever you put there.
Mail Fetching
Good Morning, We appear to be having a few issue with mail fetching - no emails are coming through. I've checked the mail settings and all are correct and the service says its running. However, any emails sent to our ServiceDesk email account are not being pulled in. We are having no issues sending emails. We are running SDP 7.5.0 Build 7507 Any help on this would be much appreciated. Kind Regards Sharlene
DATABASE ERROR very urgent
Hello, i m having very important problem with opmanager Version 7505 i have licenced it 1000 device. today i have had difficulty of adding a device , it was showing it is added and when i have tried to search it ..it says i have to add it again, so i have search the forum and find that it might be partialy added so i have used the script RemoveDBEntries.bat after that i have restared the opmanager but it wasnt. and it gave me error, when i try to login . and told me to run RepairDB.bat.
Category view
Hi all I using the demo version of this application in last two days time Now when the user logs in. They could see all the categorical view page. Instead i would like to display only the used categories example Mail server category : Mail server RTT Custom monitor : FIles/DIrectories Server : Linux Webserver : Apache. I dont want to display other unused monitors for them is there any ways we can achive. If possible just a small set of step-by-step will help me thanks raosuno
Expanded overdue requests report
Management wants to see a report (stacked bar graph actually which I can do outside SDP if I can get the data) with the X-axis showing number of days overdue (i.e. 10 bars showing 1,2,3,4,5,6,8,10,12,>=14 overdue) and Y-axis with number of requests. The stacks will be by priority. The MSSQL code with those three columns should be all I need to take care of the rest. Thanks in advance for your help.
How to set the Enterprise edition database alone to a different drive or on a SAN drive
To install the central server in a directory and have the database alone either on a different drive or even on a SAN drive, please follow the steps below: 1. Install the central server on the desired machine. 2. Run the service and shut down the Central Server. 3. Navigate into the <Netflowcentral-Home>/mysql directory. 4. Cut the 'Data' directory present here and paste it in the drive where you desire the database to be. In case of a SAN drive, map the SAN drive to the machine so that it appears
How to backup data in Enterprise edition
Hi, Since data backup is critical for any enterprise, how to backup data is an important question. Please find the information regarding backup in Enterprise edition of NetFlow Analyzer below: You can take the backup by two ways : Option 1: i. Navigate to <Netflowcentral-Home>/mysql directory and copy the DATA folder to a safe backup location. ii. Navigate to <Netflowcentral-Home> diretcory and copy the temp directory to a safe backup location. NOTE: You need to shut down the NetFlow Analyzer Central
Failover in NetFlow Analyzer Enterprise edition
With the Failover feature, one central server acts as a Primary server which is used for reporting, configuring alerts, IP groups and other functionalities. A second server, which is the HotStandby Server, does data and configuration replication from the Primary server. This also acts as a mechanism for data backup without shut down of the Primary Server. Whenever there is a database update or configuration change in the Primary central server, the updates and changes will be automatically updated
In progress tickets no appearing in open tickets
We have a range of In progress status setting, most which stop the timer. However when looking at open tickets we find that only those with the actual status of open appear... This is misleading as the others are still open.. What can be done to correct this..
Timeout during backup of BlueCoat SG
I get timeout when I try to backup the configuration from a BlueCoat SG that is located on the other end of a slow WAN link. I have other BlueCoats that are closer to DE and there the backup operation works fine. Is there way to adjust the timeout values for the backup script?
Multiple Customer Support
MY company supports the IT of several seperate customers. Can ServiceDesk Plus support such an environment?
Move FileAttachments folder
Is it possible to move FileAttachments folder to another disk without SD reinstallation?
Servicedesk stop working
Greetings, Servicedesk ver 7.5 Build 7506 Windows Server 2003 standard ed. Processor Core2Duo 2.66 GHz RAM 4 GB DDR2 Today we experienced a problem in the servicedesk when we try to access it through the web, the error is "Page cannot be displayed" I tried to execute the command "run.bat" and I got this message "Invalid License File error 353" Also in the bin directory it shows a lot of error logs like "hs_err_pidxxxx.log" Regards, Fahad
Request templates with tables load slow! in IE 6,7,8 but not Fire Fox 3
We have a few request templates that use nested tables and they take a very long time to load in IE 6, 7 and 8 but load quickly in Fire Fox 3. No http proxies involved. Has anyone else had this issue? Does anyone have a suggestion on where to start troubleshooting? As a work around, we've install FireFox on the workstations of those that rely heaviy on these particular request templates. Tnx, Dominic Bosco
SC+ 7016 - Embedded images in requests not showing
Support, I'm currently testing the 7016 upgrade and I've found that embedded images within requests aren't showing. After a bit of investigation it turns out that the path being supplied to Tomcat is https://<MACHINE>/inlineimages/WorkOrder/<ID>/<IMAGE>. Whilst Windows is able to find this file, Tomcat isn't because the folder it maps to is <DRIVE>:\<SC+ INSTALLATION FOLDER>/inlineimages/workorder - note that the workorder folder is lowercase. When I change the case of the folder in Windows the embedded
notification about unpicked request in a group
When I set the time and people to be notified in a group when a request left unpicked, no notification will be sent at this time. I also have set the business rule to put those specific requests in that group but still nothing happens. Can you help me what I am doing wrong that this feature does not work. Thanks.
OPMANAGER 7 (7205) CRASH
Hello , i have installed opmanager 7 (7205) with licence 1000 devices. a dayback it got crashed , now i m trying to restore it. i have backup of it. now, my question is In my last instalation i was saving opmanger database on my external disc and as per opmanager i have modified my batch file startMySQL.bat under \OpManager\bin folder and make the changes as below. Look for mysqld-nt -b .. --standalone --port=13306 --innodb_flush_log_at_trx_commit=2 --key_buffer_size=256000000 --query_cache_size=128000000
need detailed system requirement
Hello, support team. I am currently concerning using SDP as our service support software. I found the min system requirement here http://www.manageengine.com/products/service-desk/system-requirement.html, but I think it is not quite useful in any way, please kindly give me a detailed system requirement list, so we can buy a server and put it in the production environment ASAP。 The SDP 7.0 Professional edition will be installed in Windows 2003 Server std. and we have 10 engineers that use
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