Backup - Restore
How do I restore the backup data of the old server in a fresh installation on other server ? Do I have to take backup of any other files ? Will all the systems scanned will be there as it is ??
AS Traffic Reports laggy
Hi to all, I'm testing Netflow Analyzer 7 on my network and all features work great except for the AS collection. When I turn this feature on and surfing on the AS report page, my browser is taking 100% CPU for a long time before displaying the results. The server is not showing any particuliar activity however... Due to this problem, the use of this feature is completely impossible (I must kill my browser on third of my attempts to get an AS report). I tried IE7 & Firefox, tried on a "big sized"
Hide request from self service portal
Occasionally we raise internal issues which are assigned to a contact/account which we do not wish to expose to the customer self service portal. is this possible? ie. a check box to 'make public' which is by default checked, maybe with some business rules setting to define based on content whether it should be 'public'. if not, could this be considered for a future release? thanks Luke
email attachment is not showing up at servicedesk plus
If user sent an email with attachment it arrive only the email without the attachment? Any suggestion how to fix the SDP ? we are using v7507 Thanks
Group Default on Template Disappears When Tech opens a ticket
Hello, We have set up templates on the Help Desk to auto fill the Group field to either IT or Systems depending on the template used by the requester. We have just noticed that on occassion, the Group field on the Request does not contain the default that has been set on the template and also the template itself regresses back to a selection as opposed to the default. Upon investigation, this seems to happen when a technician opens a request. Example: IT - E-mail Template has the field
email attachment for ServiceDesk Plus + view issue
When viewing requests, I select multiple requests and click "edit requests". I get the window and I can change the group, subgroup, technician etc when I click save there are no changes to the jobs. If I do this same method to one job it works. There seems to be a problem when doing it to multiple. The Other issue is when staff sent an email with attachment Adventnet receives the email without any attachment. Any suggestion how to fix these two issue? user Service Desk Plus 7507 Thanks
Client Portal - Solutions on login page
Hi Support. Currently our system (7015) is configured to show the most Popular Solutions on the login page before users log in and access the system. There are two problems which I can currently see: 1) The full name of the solution author is displayed, rather than having it removed or replaced with 'Support' as in all other areas of the system 2) The formatting appears very different to the original solution - carriage returns seem to be removed, meaning that words often appear right next to
Opmanager interface status alerts
I am trying to manage a routers inteface which is a isdn and would like a alert of when this interface comes online. There is a operational status which says dormant I would like to get a alert of when this becomes up. Is it possible in anyway to configure opmanager to do this. The alert would be by an email. Help or advice would be appreciated.
LDAP integration?
Is SDP able to integrate with LDAP server? By integration, I need: - User Authentication (Single Sign On ) - Contact/Resource Lookup - Contact Update? - Import from LDAP
Understanding SupportCenter Plus philosophy
Hi, I'm a SupportCenter Plus newbie and I'm trying to figure out how we can use in our environment to replace our current support system simply based on exchanged emails. As far as I understood, when a customer enter a new request he/she it fill in the "Subject" and the "Description" fields (and others, if designed). Then subsequent emails to/from Customer and Support Rep are included in the "Conversation" block. At the end of the request, the Support Rep can fill in the "Resolution" field and close
Reports - "Edit" Option
Inside the "Reports" tab, we can choose any of the pre-defined reports (e.g. "Reports by all requests" -> "Requests by Technician"). However, we found out that only SDAdmin will show up the "Edit" option to customize the report (e.g. select columns to display, filter options, etc). Technicians with other Roles do not have such "Edit" option - even they have Full Controls to Reports. Anybody knows what's wrong? Thanks. Stephen Au
Problem Seeing Upapproved Solutions
We have a problem seeing unapproved solutions, that is not an issue for any of the other view options in the solutions tab. It has been like this for several hotfixes and still remains since upgrading to 7507 this afternoon. A screenshot is attached to show what happens. The status of the solutions seems to somehow have the HTML embedded into it. I'd appreciate some help fixing this issue asap. Cheers John
MySQL to Mssql
There was a necessity to change a database server with mysql on mssql. Database change has passed successfully, but at restoring backup there was an error. ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup
Rules list
can anyone tell me how to import a Device rules file into firewall analyser. i keep getting invalid format even though my file is a csv. is there a templateI need to use?
Shedule of technicians 24/7 support
It would be nice to plan our technicians in the sheduler not only the unavailability but also who is reachable during nighttime and in the weekend by cellar phone. More general : supply definable types of events in the sheduler.
Using ADSelfService Plus
Is ADSelfService user guide is available? I need to configure and test in my AD setup. GM
ITIL and Helpdesk
Hi guys, Have been trying to align the helpdesk with ITIL practice and process should be that once the incident is resolved the SLA has been met however the resovled status does not timestamp the databse and when incident is flagged as complete the timestamp is overwritten with the time ticket was closed. Between the time the issue is resolved and closed does contain several tasks (verify that customer is satisfied with resolution, ensure knowledge base was updated, create ticket for changemanagement
Fortigate 60B and Fortigate 310B
Dear Admin, I have 2 forewall which is Fortigate 60B and Fortigate 310B. May I know Firewall Analyzer support for the above model ? Regards, Ramli
ERROR CODE : 515::Invalid License File
Hi, I am trying to use the free edition or Profession Edition in Eval period and after installation when the app manager comes up, it gives an error ERROR CODE : 515::Invalid License File and some contact information of Advent support. Does anyone out here know how to fix this issue. I am trying to evaluate this product and see if this would be a useful tool. Thanks, Rajesh
License for Technician
Hello, I'm evaluate SDP and would like to know the license counting for technician. It's count by con-current user or named user? Thanks. BR, Simon
Remove Support tab
The support tab does not show for requesters, which is good. How can this be removed from technicians as well? The first line of support should be the admin, the ability to select support should only be available to the admin role. Is this possible?
question about log archiving
Hy guys, a simple question: are the data archived in the db table encrypted or there is a way to avoid modification of data in db. I ask this question becuase I needto cmplywhit Italian regulations some type of data integrity. Thanks in advance!!!! Riccardo
Shortcut Errors in Biz Views
Whenever I create a business view (view 1) with a link and shortcut to a 2nd BV (view 2) when a link and shortcut back to view 1 is created the icons for those shortcuts on both business views eventually turn red. Fortunately I don't get an alarm but it would be very useful to have the ability to create shortcut arrangements like this without them turning red. Is this easy to fix? Thanks.
7507 issues
Hi All, The problem we are having is when trying to open a new request or existing open request it diverts to the request number #17, we are currently up to #50000. This happens in IE7. We have deleted all cookies and Temporary internet files and this makes no difference. If you copy the link from IE 7 and paste it into Firefox then it opens the correct request. This problem occurs on multiple PC's running Servicedesk plus. Anyone else having this issue?
change layout of request view
Currently the screen which displays the request is in the following order: * request * request details (status, category, date etc) * contact details * contract details I'd like to re-arrange this view and move the request details section to the top. is this possible, and if so, how? thanks Luke
Windows service monitor reports
I have reports running fine for services (web, ftp etc) but i would liek to be able to generate reports for windows Services as well ( Microsoft Exchange MTA Stacks, Microsoft Exchange System Attendant, etc) is their a way to do this??
ae_scan.vbs running but not posting info to database
Hello, we are running version SDP 7.5.0 Build 7507. We have run the ae_scan.vbs script on several PCs. It runs fine and finishes with no errors, but the asset does not get created in SDP. We can get to the server portal/web page from that same workstation so we know there is not a communication issue. What are some troubleshooting steps to help us determine why the workstation is not communicating with the server database? Joe Zimmerman
Call Center integration - How to generate a http request to create a ticket
I want to develop an integration with a call center agent that would open a new ServiceDesk ticket window when a telephone call comes in. The identified customer information based on the telephone number should be automatically added. The callcenter agent can generate a http request. Can anyone help me how to find out the http request structure we should use? Thanks in advance Miguel
ticket can no longer be located once merged
Hello! 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, or concern - is this: What happens when two tickets get merged that are entered by
Survey Results in Admin Panel Weird Ordering?
I have noticed since upgrading from 7018 to 7505 that the survey results are now grouped by technician and then date. It used to be just grouped by date, when you have a few technicians it is very annoying scrolling through and then going to the most recent date. Is this a bug? Is there a fix coming? ta
switchport mapping doesn't work on Nortel 5500 switches
I install oputil 5.6 today and try to retrieve switchport mapping on Nortel 5520 switch, but it failed.
switchport mapping doesn't work on Nortel 5520 switch
When adding new switch (Nortel 5520) on switchport mapping, it keeps failing on scan. Any clue? I have the latest Oputils 5.6.
switch port mapping doesn't work on Nortel 5520 switch
I download and install the latest version 5.6 today. But when I try to add a Nortel 5520 switch on switch port mapping, it always failed. Is Nortel 5500 series being support by version 5.6? And any suggestion to fix the issue?
SNMP Trap Receiver - viewing snmp v1 vs v2 traps
Hi, I was using the SNMP Trap receiver snmp tool for viewing the received snmp traps. When i receive snmp v1 trap the trap details such as name, OID are displayed properly. But when i receive the same trap as snmp v2 trap, the details such as name, OID are displayed as 'null'. Please see the image below: Here the first entry which has null values is a snmp v2 trap, whereas the second entry with the proper name and oid value is a snmp v1 trap. Both the traps are generated from the same source (JBoss
Carbon copy
Hello. When I send a request , Do I make a carbon copy? I mean some requests need to share with other members in a same team. but I can't find any CC(carbon copy) filed in the request. Thank you.
Service Desk Returning Blank Page
Hi, Today I have a problem where nobody that uses the service desk can login. The service desk immediately returns a white page trying to access the main page (even when loading from locahost). I had this issue before but removing the SESSIONID cookie solved it. Now each time I visit the SD this cookie gets created (indicating something is happening) but again, a pure white page is shown with no html. Its like the SD is having trouble somewhere and just returns nothing instead of an error. We are
Reports besides technicians?
Hi there, Sometimes there is a need for reporting without having to be a technician. Here is an example. Sometimes a Director of a department needs to have some reports from the SD without having to be an Admin or a technician. Is there any way of making a simple requester to have the ability of creating or viewing reports without being technician or admin? And if not, don't you think that that would be helpful? kind regards george
Desired name in Internet Explorer tab?
Hi there, Is there any way of changing the name in the tab of the Internet Explorer? I think it's called title bar but I 'm not that sure so I have attached a print screen in order to check it out. Have a look, :) regards, George
DropDown Boxes Alphabeticaly
Hi there, We have noticed that dropdown boxes such as urgency and Priority are not sorted the way the technician wants but alphabeticaly. That means that if we have three values for Urgency, let's say: 1. Low 2. Medium 3. High The order that the values will appear on the dropdown list will be: 1.High 2. Low 3.Medium That is confusing if we consider the fact that in every dropdownlist box there is a preffered queue based on choices or needs of the users. Not having the possibility to do so,
Problem with Web Service Monitor
Hello: We try creating a Web Services Monitor, but, always, we have de same error: "Problem while accessing the WSDL URL. Check if the WSDL URL is accessible or the UserName and Password is correct : java.io.IOException: ERROR: Missing element inFault "Exception" in operation "Exception", in binding getVersion" The web services is developed and deployed with axis2 and it don´t use any user/password Can you help us to resolve this problem? Thank you.
Next Page