SLA and Report Configuration
Hi, I need to configure in three level Example : High SLA for Zone 1 1. Initial response (1 hour) 2. On site visit (2 hours) 3. Resolution time (3 hours -- depending on site / zone) Example : Medium SLA for Zone 1 1. Initial response (1 hour) 2. On site visit (2 hours) 3. Resolution time (5 hours) How to configure it since currently i add all together (1+2+3) I want to see report for each item that breach SLA like how many time i don't meet the initial response (don't response within
Exchange Mailbox / Public Folder Size Monitoring
We are in the process of setting up Exchange monitors using OpManager, Build 7205. In setting up our backend servers to be monitored (the servers that house our mailbox stores and public folder stores) I don't see any options for monitoring the size of specific mailboxes or specific public folders. Is this something that the Exchange monitoring add-on provides? I've tried searching through the OpManager forums regarding mailbox size and public folder size but haven't seen very much on this topic
Option to Auto-Close on Resolution
We would like to see an option to have SD auto-close after a tech enters a resolution. We do not have requesters log into our system, nor do we send surveys so 90% of our requests stay open after resolution.
Performance Monitors for F5 LTM 1500
I've created a F5 BigIP LTM Device in OpManager and was able to get it added as a device. I'm trying to configure Performance Monitors so that I can make use of the MIB provided by F5. However, it appears that none of the Monitors are able to retrieve data. I ran a tcpdump on the F5 for this snmp traffic and I get Requests and Responses such as: 17:14:58.502782 192.168.2.8.44494 > 192.168.2.1.snmp: C=***** GetRequest(33) E:3375.2.1.3.1.2.1.3 (DF) 17:14:58.551630 192.168.2.1.snmp > 192.168.2.8.44494:
ERS 8600 - Passport 8600
Hi all, as the Nortel Router Switch 8600 Series - fka Passport 8600 - support is somewhat scant, I'd like to start a 'wishlist' for that special device. Currently, DeviceExpert collects just the config file. The device itself hast two config files: Bootconfig - which contains basic device and i/o-options, like loading 3des-modules, enables/disables sshd and telnet and so on Config itself - contains the device configuration like vlans, port settings... As DeviceExpert supports two config files for
Survey - HTML format issue
Is anyone else having the issue where the surveys are being sent in Plain Text instead of RTF (HTML)?
How to migrate Admin server?
It is needed to migrate an Admin server from an XP workstation to a Windows Server 2003. What are the requrements to perform this operation beyond the backup and restore of the MySql database? It is sure that the machine name and the IP address will be changed.
How to change pdf report footer
Hi, OpManager Support Team: I want change pdf report footer from "ManageEngine OpManager - Page :1" to Costomer information,Can I change it?if yes,How to change?THANKS.
Bulk Import of Service Accounts into Resource
Hi, I'm looking for a way to peform a bulk import of service accounts into a WindowsDomain resource in PMP. Currently our Service Accounts are stored in another system and rather than having to type them in individually into PMP (there are over 1000 service accounts), I would like to import them in bulk. Is this possible? Regards, Sandy/
Feature Request for customer notifications for new requests
Hi, I have actually two feature requests regarding notifications for new requests that I believe would improve this software for everybody. Most people will turn off the default notifications for new requests that are received, because of course we don't want to respond to spam and potentially generate spam ourselves with Support Centre. So I have two suggestions which I believe will combat the problem and would love to hear feedback from Adventnet and other customers, as I believe this is great
Assign tech based on site through business rules?
Since SITE is now a selectable field, is it possible to have SITE be included in the list of business rules to assign to a tech? Currently, we have to create an entirely new field called location for the user to choose from that can in turn be used in business rules to assign to a specific tech. Thanks.
error when trying to add resources for a contract since upgrade to 7.5.0 Build 7507
following error occurs when clicking "Select Resources for this contract" while editing a contract. This worked fine before, but since the upgrade to 7.5.0 Build 7507 it happens with existing contracts and new ones. Any idea what could cause this?
Public Pages
I know that my solutions page in Service Desk can be viewed without users having to log in. Is there a way to make my New Request Templates accessible in the same way? Thanks John
Site text box is not editable
Hi dear customer support FYI, please note that the new update has still problem on edit properties of SITE text box on default request template that is not editable.also when I try to add two rule to the mail spam filter, it could not perforem it correctly. for example I can not add a SENDER IS rule when I have SENDER DOESNT CONTAIN criteria. please check and advise customers Thnks and Best Regards
How to track a cn with admanager
Hi, In opmanager we get a message: ID=9646 Source=MSExchangeIS Type=1 Message=Mapi session "/o=tralala/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=7a7f8908-cf95a6cd-c1256ddd-39f4b2" exceeded the maximum of 250 objects of type "objtMessage". I would track this cn with admanager but with the search function I cannot find any result. Any idea if there is a way to know what this is? Regards, Dave
Notification Rules Variables
Not really a problem, but a question regarding Notification Rules variables. In order for us to implement the ServiceDesk Plus enviroment, we need to be able to include in our Notification Rules (Content Variables) a Requester Site variable. Is that possible at the current version? Are there any plans to implement that in a future version? ManageEngine ServiceDesk Plus Build 7506
Missing work logs in Requets, Problems and Changes for build 7018.
I have had a few of my tech's inform me that they have entered Work logs into Requests, Problems and Changes and when they revisit them later, they are gone with no trace of them ever being there. I have also had information saying that they have related a Change to a Problem and when they revisit, the relationship has gone, the Change still exists but it is no longer related to the Problem. We are about to go to 7.5 but it is a few weeks from completion so I am concerned at this issue.
Error when trying to edit report.
When I try to edit a certain report, I get an error. It will run ok but I cannot edit it. Error: >>>>>>>>> [12:59:55:489]|[05-19-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[26]|: NTLM Challenge to get postdata from IE After validation| [12:59:55:489]|[05-19-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[26]|: NTLM Challenge to get postdata from IE After validation| [12:59:55:489]|[05-19-2009]|[SYSOUT]|[INFO]|[26]|: module = edit_report| [12:59:55:489]|[05-19-2009]|[SYSOUT]|[INFO]|[26]|:
Can you change the name of a custom report once it has been created?
Simple request but we can't see how you can change it? For example we called the report: "Show user access" - but now we want to call it "Show user access of websites" can I change the name of the report we out redoing the whole thing again? Many thanks John
Certain options don't appear in request template to requester
Hi, A requester has a problem logging requests because there is an essential drop down menu missing when he opens a request template. Is there a solution to this problem. Thank you Thomas
After Service Pack update 7507, custom fields no longer show data.
After installing service pack 7507, custom fields in the request no longer show the data contained in them. I have quite a few custom fields and all fail to show the recorded data. Need help to get my data re-populated into those fields.
Response Time Calculations - seem high
Could someone please explain how the Repsonse times are calculated for network devices in OpManager as it seems that the Response Times for all devices in our Enterprise are longer than reported in other monitoring systems we use including ping. Thanks.
Sending Ticket Notification To Customers
Can you please advise, how we ensure the ticket notification is sent to customers, along with any details when we close the call. The system is working internally as the support reps get e-mail notification when a call is raised, but the customer never sees the mail. The customers all have e-mail addresses assigned to them, and our mail set-up looks to be ok (as it is routing internally) we are running MS Exchange 2007 SP1 for e-mail.
contact's request after search for a specific contact won't show any of requests
A question in regard to searching for a contact. After the search result appear, under contact- view contacts the contact's request tab should bring all the contact's request, but it does not show anything, no matter what type of filter on his or her case I put. Could you help me on this. Thanks
Error msg when adding device.
When adding device to Opmanger 8. It picks up the devices name and type. When you press continue to edit the device I receive this message below. Status Message Unable to find the object : 10.40.0.1When I do a search on the device it does not exist. I need to monitor these IPs for vlan information. Please help me in this matter. I had no problem monitoring these devices in opmanager 6.
IP Address revert back to old IP
Hi everyone, I am encountering a problem with Editing of IP. When I change the IP address of a current router which I am monitoring to a new IP and saved it, it will revert back to the old IP after 1 day. Anyone have any idea why? Using OpManager Professional Edition build 7205 Thanks in advance.
Unable to configure Graph
Hi, supporter I am try to add some SNMP recourse monitor, I got error message "Unable to configure Graph" Please refer to the attachment. Thanks!
Business Rule Filter - Number of requester limited
Hi, I have a business rule for VIP requester. Wenn I select users for a filter I can´t save the rule anymore at a selection of more than 70-80 users. Please advice how I can select about 100 user accounts. Regards, David
Event Log Rules / Event Viewer
We have version eight and are attempting to use the event log rules to close out false positive critical alerts (eg: master browser elections, etc) however every time we enter these rules in with the order to dismiss the event, it doesn't take. The error continues to flag as a critical on the server. Is there documentation on this server (we may be doing it incorrectly) or is this a known bug?
OpManager Crash
We had OpManager crash this morning (Build 7200). Below is the error file associated with the pid involved this morning. Can someone give me a clue as what happened? Thanks. Mark # # An unexpected error has been detected by HotSpot Virtual Machine: # # Internal Error (0xe06d7363), pid=5220, tid=5316 # # Java VM: Java HotSpot(TM) Client VM (1.5.0_11-b03 mixed mode) # Problematic frame: # C [kernel32.dll+0x15e02] # --------------- T H R E A D --------------- Current thread (0x14a17808):
ADManager Sync with AD
Does anybody know if there is an option to to set the sync frequency within ADManager Plus? I have noticed when a user account is unlocked successfully it still remains on the locked out users count until I manually refresh all on the dashboard or log off and on again. Cheers
AUDIT FAILURE: "Windows Scan", "Network Scan", "ae_scan.vbs"
I have been having issues getting completed Audit Scans on approx 800 discovered assets. I have tried using Windows and Network Scans from the ServiceDesk application, as well as running the "ae_scan.vbs" from login script. The best results I have recieved have been only a half of the assets discovered. I have also tried running the "scan_setup" and "wmi_port_setup" VB scripts with NO luck. Even with the firewall completely OFF, it still will not scan from server or from "ae_scan.vbs". I am at wits
How to add multile roles
Hi There, We are trying to add multiple roles to a Technician but it seems like one of them is overwriting the other one, we want a technician to be able to see all request but only full control on the ones assigned to his team and/or himself. any idea how to do this? Thanks !
7507 HotFix released
Dear Users, Please be informed that hotfix to 7500 has been released. The ServicePack 7507 can download the ppm from the below link. ( link has been removed temporarily ). The new build 7507 addresses the following Enhancements / Issues fixes . Webpages will be updated soon. Enhancements in 7507 Task Template A new feature which enables technicians to handle repeated tasks easily. Multi Lingual Survey A new feature which enables user to answer the survey in any of the languages supported by SDP.
Problem after upgrade Service Desk 7506 to 7507
I created “types of demand” in the version 7021 with the information below, which aim at categorizing the demands of the co-workers. I made the updates in version 7022, then 7500 and 7506 without any losses of information. In version 7506 After upgrade to version 7507. Maintaining all the requests saw their fields "Types of demands" reset. The deinstallation of ServiceDesk 7507 to return in version 7506 does not work? Please correct these bugs
Blackberry Enterprise Server Monitoring
Has anyone used this product to monitor a BES. I cannot figure out how to create custom monitors using an upload blackberry MIB file. Any help would be greatly appreciated. Thanks, Jeff
Web Transaction Monitor shows no transaction Data
Hello, I've installed the Web Transaction Monitor into my Tomcat, and I am having difficulties to understand, how I could see the transaction Data of my WebApplication. I've copied the WebTransactionAgent.jar into Tomcats bin-Folder and added in the Java-Options of Tomcat this line: -javaagent:C:\Program Files (x86)\Apache Software Foundation\Tomcat 6.0\bin\WebTransactionAgent.jar Now I've succesfully added J2EE Web Transactions in my Applications Manager (with localhost as host), but after I called
SP7507 issue, not assigning tech or status properly
Ok, installed 7507 without any issue, no error messages or warnings. when looking at the "open Requests" screen we can see all requests and everything looks ok there, Assigned tech, status, date etc.... Upon entering the request to look at the details it shows the assigned to to "Not Assigned" and "Open" to everything. No matter what. Now I cannot close a single request because we have the "technician assigned" checked in the request closing rules. I do not want to change that for long. Please
sub-interface graphs are not correct
we have multible sub-interfaces that are not graphed correctly, is there some issues with netflow and sub-interfaces or do i have some configuration problem? -Sam
DNS Settings
Which DNS settings do NetFlow 7 uses? Thanks Tony
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