ticket no longer available when searched after merge.
Hello! i keep posting to the wrong forum by accident! sorry. (this new forum is a bit tricky!) i've just spent about a half hour looking for a request that was put in by one of our users. Request id 11217. They swore they put it in, yet no one could locate it. (i'm an admin so i can see all tickets). after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. Turns out the ticket was merged with another ticket (11427). My question,
Can't use "Program Files" as the installation folder
So I'm installing a new version to back out of a error.. and I get the following displayed when I try to change the "default" install path of "C:\Adventnet\ME\ServiceDesk" to "C:\Program Files\Adventnet\ME\ServiceDesk"... "Please choose a directory name without space characters in it." Are you kidding me? In this age, I can't put the installation where I want? In easily the MOST USED INSTALLATION PATH in the history of Windows applications. Come on AdventNet.. let's get into the times. Why
Move assets from Workstation?
After doing a domain scan, it has put all the assets under workstation. This includes IP phones, firewalls etc. How do you move them out of workstation without deleting?
show better history in po module
when viewing po's right now, there is no history item logged for when a PO was actually ordered. this would be very helpful.
Adding Attachments - Make Easier
Currently the only way that we've been able to add attachments (after a request is entered) is to click edit then click attachments. Would be really nice to be able to click an Add Attachment button like you can for Work Log or Notes. Thx!
ability to expand fields in the workstation view
hello, when using the summary view, would it be possible in one of your future release to have the ability to expand or contract the different field lenghts listed? for example, i have long department names, and can only see the first 20 letters or so of the department. it would be useful to have the excel-like feature of expanding the column size to show all this info. thank you.
ability to enter directly into aquisition date, expiry date and warranty date
hello, currently we do not have the ability to enter a date directly into the acquisition date, expirty data and wraranty date fields without using the Calendar selection box. typing these dates in is a lot faster than having to go through the gui each time. in addition, this field cannot be 'blanked out' once a date is entered without running an update statement in the DB. thank you for your consideration of these enhancements.
Reporting
Hi All, We use the reporting function in ServiceDesk Plus to provide management with statistics from the previous wekk - I am sure many of you do. One thing that is slightly puzzling is the fact that we are always resolving more requests than are opened, I think this is because some requests are reopened when a user replies to a request that has been closed. It confuses the figures and means that every week we have to change the statistics or answer questions as to why the are different.
ability to manually enter aquisition, expiriy and warranty dates
hello, i have 400 hundred assets i need to add the above dates to. apparently we cannot just type into this field, and have to use the GUI selection calendar, which is very clunky and slow. can you please look into the ability to actually type into this box, rather than be forced to use the GUI? thank you very much.
Live reports?
Is there an option for live graphs and stats? I believe Opmanager has this feature, but it's very limited.
Summary reporting???
Has anyone been able to create a monthly report that will summarize all ip gorups and show the percentage of total bandwidth used? Ex. Group 1 used 90% of total bandwidth Group 2 used 5% Group 3 used 3% Group 4 used 2%
EventLog Analyzer Listener Stopping
I have a new installation of Event Log Analyzer (build 5300) on a linux box. The listener keeps perodically dying stopping all collection of events. Additionally, the alert configuration to send an email when event collection has stopped is not occurring despite a successful test emails getting sent in the mail server setup screen.
Completed date
Is there a way to have the support tech fill in the completed date instead of the system using the time stamp of the close Tab Thinking of travel time here
Domain Controller Permissions
I am using ELA 5 and adding logs from all my servers. I can add my ELA user to the server local admin group and get the logs but I can't seem to get logs off a DC since they don't have a local group. How can I get the logs off a DC without being a domain admin? We would very much prefer not to create a domain admin account for this. Thanks for the help.
How can I print out all members of a distribution group ?
Some have too many members for the print view and it only allows to see it on screen by clicking the "more" button.. Regards Tim
Email Technician
I am running 7507. I noticed that after assigning a ticked to a tech, and I email the tech that the email is nowhere in the ticket's history. How do I track emails sent to the tech after it has been assigned? Thanks
db backup issues
I've been trying to backup OpManager 8 so it could be set up on a new server, but when attempting to run the db backup script, I get a series of warnings and java errors. Here's a copy of the output: C:\Program Files\AdventNet\ME\OpManager\bin\backup>backupdb.bat Please wait ! Backup in Progress..................... |Jun 8, 2009 7:40:46 AM co m.adventnet.db.persistence.metadata.parser.DataDictionaryParser getPrimaryKey WARNING: The PKName :: TempDependentUnavailableHourly_PK of tableName :: TempDep
URGENT : After 8007 upgrade issue with licences
Hi After upgrade to 8007 which is latest hotfix patches, My Opmanager 8 is showing Your current license doesn't support to view SLA widgets IT was working fine before. I'm running OPManager version 8 Premium Edition Please advise as sson as possible as Management is using these dashbords to look the availability for our systems. Thanks for your quick help and answer Best regards Philippe
% Disk Time Counter
Does anyone know how I can monitor % Disk Time on a HP Server running MS Windows 2003? I can not find this counter anywhere, is there some add-in that I need to run to add this counter? Any help would be greatly appreciated. Matt
ARCserve SNMP Trap
Hi, we use CA ARCserve Backup and OpManager 8. We send SNMP Traps through the ARCserve Alarm Module, but the Traps doesnt´t appear in OpManager. Does anybody know where to get the CA ARCserve MIB or to monitor the traps otherwise? Thanks!
Widget disk utilization by using WMI instead SNMP
Hello, There is few time, I saw that widget for disk utilization is only available SNMP, when do you think this widget will be available with WMI only. Thank you for your answer. Best regards Philippe
Integrating opmanager & servicedesk cyrllic problem
Hi, Ok i have latest OpManager & ServiceDesk No problem with integration of this two products, but ... When adding Log a Ticket Profile, if fields Category, Priority, Technician contains a russian (cyrillic) characters from Service Desk it displays it as "?????? ??????" and a like. So i think it`s a encoding problem in OpManager because in SD it`s all fine and smooth. Can you suggest anything? Thx
Allow scheduled health reports
Scheduled reporting doesn't allow you to schedule the most useful reports, the health reports! I'd like the see the following reports schedulable: Servers Health Report Routers Health Report Switches Health Report Services with High Response Time
SelfService in turkish
does selfservice plus have turkish language support
Attachments do not populate in Resolution area
Hi SD Plus tech, I was wondering if there was a way to add the attachment of a Solution in the Resolution area when using the "Search Solution" option, then "Copy to Resolution" feature. We use several instructions as attachments to solutions, but we find when we use the features described above the attachment does not populate the description area of the Resolution. Any hints you can give me? As you know when including screen shoots there are several step you have to take which can be a bit
OPmanager integration
Dears, We have a problem in the integraton between Servicee desk plus and Opmanager , We've configured the 4 steps in the PDF file while when we create new ticket profile, the category list and technician list are empty ? N.B: SDP is 7.5 and OPmanager is 8 Please advise
Requester User Guide?
Is there a user guide that I can provide to the requesters? The only one I can find is a general user guide, which is more aimed at technicians. Christian
Tips needed for scanning Apple Equipment
hi all, We have several Apple machines on our network and I am not sure what the trick is to get them scanned. I noted that a couple seem to have worked but I am not sure what I need to setup to get the rest scanning. Any info would be appreciated.. Cheers Paul
servicedesk restore
i reinstall servicedesk plus backup i have,how can i restore pls send me
windows loging password for macintosh operated by vists
I forget my windows loging password. Its a Mac operated Laptop How can I Reset password
Eventlogs is not gathering events after a full reinstall
Hello, Due to a server crashed, I reinstalled Eventlogs 5 build 5000 I'm using SQL 2000 as DB back end I checked the account in SQL got all rights DB has been created with no problem, I can login in Eventlogs I can add hosts but ELA is not gathering events. I tried on several computers ut it is the same thing. I need your help on this as i need to put again audit on several computers. Thank you for your quick answer Best regards Philippe
Draft - Error Occured
I'm trying to install Office 2007 SP1 and I keep getting this message. Any ideas?
DataBase Restore Problems
Hi There My support centre was installed on a machine with a name "garfield" and port no 8080. I made a backup of the db which indicated was sucessfull. File size is 32mb. I installed support centre onto a new server with a different computer name and port number like above. New name "gemini" new port no: 80 I tried to restore the db and it will not - is any of the above the reason for that? Thanks
database restore error
hi there, when i try and restore my database it gives me the following error:
LOG IN problems
Hi Im using a trial version to test this app and when i log in with any account, the name of the user changes to UNKNOWN. Can anynone help me.
Excluding events from reporting
I need help configuring Applications Manager 8 so that it does not report all eventlog errors, such as failure to auto-create printers in citrix, as this is creating alot of false positives. I have created a text file EventLogExcludeList.txt in "E:\Program Files\AdventNet\ME\AppManager8\conf" in that file i have the following: 1107,MetaFrameEvents,Printer Management,*,Error,*,*,*,*,*,* 1030,Userenv,*,*,Error,*,*,*,*,*,* 1006,Userenv,*,*,Error,*,*,*,*,*,* 1058,Userenv,*,*,Error,*,*,*,*,*,* #1107,MetaFrameEvents,Printer
Support Reps unable to create their own tickets?
If a person is a Support Rep, how do they create a ticket for themselves? They do not show up as a contact. In your product Service Desk, you allow escalating the contact to a technician, which allows them to create tickets for themselves. What is your methodology to solve for this? The only thing I can think of is to make them as a contact, however, if the email is the same, the system has a problem with it. Also, if I use a fake email, the conversations dont work. I guess I can make an email alias
Email attachments
Why does it seem that We are getting ignored when we are priomised a feature that has been getting pushed over and over. Email attachments when is this going to be fixed. instead of adding more things/ features why not fix the ones that are broken. I need this fixed asap. I received an email with a screenshot and i dont get it when it comes from service desk. why is that> running Your Product Version : 7.0.0 Build 7022 Request ID : 1934
unable to change AssetExplorer Alert email recipients
Hello all, I am looking to change who gets the following asset inventory change email. The subject is : ManageEngine AssetExplorer Alert - Inventory Audit Changes. and it appears to come out right after the domain scan occurs. Currently it is being sent to a couple of users whos mailboxes are no longer valid. I thought it was related to the Administrators group since it says hello administrators but neither individual are in any groups. Can someone direct me to the correct location to
Is it possible to localize date and calendar control?
Hello! We have localized ( Russian ) version of SupportCenter Plus ( build 7016 ). Most translation seems to be correct, exept few untranslated/incorrectly translated words, but our customers asks - is it possible to have date in local format or numerical format ( like 03.06.2009), not in English format? Thank you in advance, Best regards, Vsevolod. seva@csoftcom.com
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