Upgrade from Version Version : 6.0.0 (Build 6006) to v7.5
Greetings, Could you please confirm the upgrade hotfixe sequence required to upgrade from: Version : 6.0.0 (Build 6006) to Version : 7.5, Build 7506 Thanks in advance.
Drag and drop requester lookup field
is it possible to have an additional field in a template that will look up usernames from the requester list?? I want to create a template for a new starter form. one of the fields needs to be 'Line Manager' and I'd like to have this lookup from the requester list. is this possible??
Removing drag and drop fields??
Hi there, I have a problem creating request templates..I created a drag and drop field called 'Category'...it didn't error, but now, the new field keeps getting mixed up with the actual Category field. How can I get rid of the field I created? All new templates I create fail to work properly because of this field. Many thanks, Charlie.
Report on Requests and Assets?
I would like some assistance with a report. I would like a report that lists any requests that are logged without an asset assigned. This will be run weekly and would like to be able to filter against site? Can anyone help with the code for this? Thanks
[7.5.0 b7506] Scanned Software Problem
Hi I'm finding that certain software (shown in screenshot) is being detected by SD+ even though it isn't installed on any workstations (i.e showing as 0). Even more strange, it is being detected (scanned) outside the scheduled time. I've tried deleting these entries but they keep re-appearing. Any ideas? Graham
ServiceDesk High Availability
Hi! Is there any way to install ServiceDesk Plus in a HA enviroment like Microsoft NLB or Microsoft MSCS? If not, is there any way to install it into 2 servers sharing the same Database? Thanks
restoring backup
Hi, we are trying to restore a back up but get the following error. Please advise. Thank you Ivan ************* Please wait extracting backup file Feb 26, 2008 12:40:16 PM com.adventnet.j2ee.deployment.service.internal.JarExtractor extract INFO: Extraction for /root/backup_servicedesk_7011_fullbackup_02_25_2008_16_32.data to /root/AdventNet/ME/ServiceDesk/bin/.. java.io.EOFException: Unexpected end of ZLIB input stream at java.util.zip.InflaterInputStream.fill(Unknown Source) at java.util.zip.InflaterInputStream.read(Unknown
Upgrade and Migration Plan - Suggestions.
We're running SD+ ver. 6.0.0 build 6015, and we're planning on upgrading up to version 7.5 and migrating from MySQL to MS SQL to be compliant with company standards. We're hoping v7.5 gives us more details in reporting and in automated ticket creation etc. The plan was to install build 6015 in a test environment, restore a backup of data taken from our live environment, then test the upgrade path all the to v7.5. Once we're happy with it, we'd then migrate from MySQL to MS SQL. Once that is good,
Can not Connect to remote computer using Remote control function with some remote computer
Backup question
We have our ServiceDesk database on our SQL server. Is it best to use SQL server to backup the database or the built-in service desk backup?
requests sent by email
When we get requests sent to us by email either from users or op manager the mode is not automatically filled as email, why is it like that? Can support explain this to me. We don�t have any default value entered in the mode box. Regards Stefan
unable to add new workstations or edit existing workstations
after migration from from Build 7022 to Build 7500 through upgrade pack i notice the following big problem: The field Model from Workstation Configuration (Asset Home > Edit Workstation ) seems to not working properly. When I click the dropdown, only "Choose Model" is displayed and nothing else and I`m unable to select any previously created items... For this reason i`m unable to add new workstations or edit existing workstations data. After the changes i made in any workstation configuration field
Internal and Customer Facing Interface
Hi, after using Adventnet Servicedesk plus internally for a while now, we want to know if it is possible to make it customer facing. This means that we effectively want to provide a portal to external customers to view their own calls (as a pose to our internal customers). Using the standard user interface is not appropriate as it would display our internal knowledge base and announcements to external people, therefore is there any way to create a second customized portal, or alternatively is
Purchasing options/notifications
Is there a way to remove the option for editting an approved order - specifically the ability to change prices, quantities and descriptions? Alternatively, is there a way to set the system default to always notify a specific person in the event of any approved PO being eddited. Thanks J
Discovery crashes network
Hi All, We have a problem where by the discovery task keeps crashing our network. Lots of broadcasts. Has anyone else experienced this? ta
not polling device with snmp?
I have bunch of Cisco devices that aren't being polled via SNMP. They are discovered but then not updated for traffic, interface status, etc. Any ideas? I've tried to delete and then re-add them...
State buffer or stats data files age limit exceeded.
Hi. When I enter in my application I get an error but I've been removing and still appears not to do, send me the following message: State buffer stats data files or age limit exceeded. I can support someone to fix this because it is annoying. Thank you
custom user templates by departments
SD+ Just wondering if there are any plans to have the custom templates viewable to selected departments? Currently we have HR templates that are shown to everyone, would be nice if we could just tag it to that department. Or is there already a setting that I missed? SD+ v.7506 thanks
Group notification
Hi, our group notification is not working correctly anymore. When a request is assigned to a group the mail isn´t send out to all the technicians which have been selected. I removed all technicians from the notification list and reassigned them, but this didn´t help. Version is 7.5.0 Build 7505, please advise what to do. Thanks, David
Bundled DB (MySQL): how to access via external API?
Hi All. I was wondering if it's possible to access the bundled DB (MySQL). What are login/password? I have needs to access some information to perform some queries and post-processing. Thanx a lot to anyone hwo can help me. Regards. Leonardo
eMail recipients
Hi community, a simple question: when I send an eMail, e.g. out from LOTUS Notes, as a new request or append it to an existing request, how can I see all the recipients? Regards, Stephan
Urgent : availability distribution issue
Hello, I migrated to OPManager 8 build 8006. after few days, avalaibility distribution is not working, I can see last 24 hours, yesterday but others are not working. e.g. when I select last 7 days, distribution shows some days but not the 2 last days. if I select last 24 hours or yesterdays, it shows the avalaibility it is urgent for us as management is using dashbords set for them. Regards Philippe
Shorcuts not working on Dasboard.
Hi, I created a couple of Business Views and when y add the top business view on the dashboard it doesn' t take me to the sub business views.
All Requests defaulting to unknown SLA; NO SLA times defined
We just noticed something odd in our system. All new requests coming in either have a have a 1 hour SLA (DueBy Date) being applied to them or some other strange formula; even though our Service level agreements have NO times defined in them. See attached screen shots: 1.jpg: New request opened; you can see the DueBy date defined and the SLA defined as normal. 2.jpg: This shows that the Normal SLA show have NO SLA defined. 3.jpg: Drill-down of the normal SLA definition Where is the system picking
Questions about restoring settings/data
Hello, I currently have Netflow Analyzer 6 installed. I need rebuild the box it is on but how do I go about retaining settings/data including if possibly user account info. After OS re-install can I just copy a complete backup of the install dir on C then install netflow analyzer over it? Thanks
Refreshing AD Info
Is there a way to get AD to overwrite data? For example, when we first imported users, we had selected to import their Department, but not their site. Now though we want to import their site and not department. When I set this up and import, I see all the new Sites perfectly. However two things .. any sites we update leave behind the old Site name and the Departments are still in there. So is there a way to make SD import AD and not merge data but overwrite? Brendan
How do you remove/delete a site
I called for support last week and was told by "Jerry" that a tech would call me back in 30 minutes. I'm still waiting for that call back. My problem is that we have some sites that are now obsolete and I have created a new, valid site to move all the assets into. I have created all the necessary departments under the new site and moved all the assets and users to the new site and associated them with the correct departments within the new site. I can not remove or delete any of the old sites.
DNS mapping
i need my site in another state to be able to access the selfservice desk plus to submit tickets. How to i go about creating a url and mapping a dns?? Thanks!
DeviceExpert behind NAT
Hello, I'm testing DeviceExpert but i have a problem: it is installed on a linux server which has a private ip address (192.168.0.x). Then there is a Firewall NATting a public ip towards it. When DE sends commands to remote devices to retrieve configuration or do other commands, it sends the internal address instead of the public one, for instance: execute backup config tftp 305_ConfigFile.txt 192.168.0.x of course this doesn't work because the remote device cannot reach 192.168.0.x but it needs
Bug in process monitor?
I've run into an issue where we are monitoring the number of a specific process on a Windows 2003 server. Initially we set it up to monitor for 100 instances of said process, but now need to monitor a higher count. Unfortunately, when you type anything higher than 100 in the "Instance Count" "Value" field, it comes back with an error that the number must be equal to or less than 100%. I'm guessing it's just a coding error and the field checking algorithm was mistakenly copied from the fields above,
rediscovery doesn't work for interfaces
Hello Gents, Interface descriptions were changed on the switch. I tried to rediscover interfaces. OpManager found changes, I applied 'add' button, but there were no changes. All descriptions are the same. I can delete an interface and add it again. But it deletes all statistics, that's not good. I see these troubles on 30 (!!!) cisco devices. Also I have troubles with Cisco 6500. I re-added this device. OpManager didn't recognize the box. I added a custom OID into template and it was discovered.
Site & user Assignment / History issue
Hi everyone, Found some bugs here in Service desk 7506. Two issues: 1. When trying to assign a site to a computer that is already in service desk and assigned to a user, it never "sticks". The audit history shows the device getting reassigned to the user but no site. I did some digging around and the entries are getting created in the "resourcelocation" table, however the data is null. Manually entering the site ID's etc in these tables, fixes the issue. If I manually add a new work station through
Adding MSSQL Server Monitor
When trying to add the monitor to multiple servers I receive the the following error. "80041010 - Specified class is invalid. Try running 'wmiadap /f'(For Windows XP and 2003) or 'winmgmt /resyncperf'(For Windows 2000) command from the monitored device. Refer Troubleshooting Tips" To which I have followed all of your advice with the exception of restarting the MSSQL Service as these are production servers. What are the requirments for the credentials that are used to access the wmi information on
Problem adding device
Hello I have a problem adding a device. I receive the error message: Entries for the device are either partially added or removed. I've searched this forum, but all the threads related to this topic don't work for my environment. I'm running OpManager 7202 on a Windows 2003 server and connect to a MS SQL server. Thanks for any help Rainer ------------------------------------------------------------------------ OpManager installation: Proliant DL 380 G3, Xeon 2.4 GHz, 4 GB RAM Windows 2003, 5.2.3790
Asset templates in 7.5/8.0?
Hi Everybody, We do not have the option to handle 'consumables' now in SD+, and also if you define custom fields for assets, these will be shared amongst all the products. We have something like 'Processor Speed' for the asset type called: 'Monitor' which turns out to be very awkward When will it be possible to have asset templates, so I can have custom fields associated to certain asset type only? Is that planned for 8.0?
LastLoggedInUser bug
When scanning workstation LastLoggedInUser feature is displayed only if the user name was in English. If the user name in Russian, the property LastLoggedInUser empty.
Problem with hour of requests
Hi people. On last weekend in brazil we needed to change the hour of our servers because the daylight time. I did it with Tzedit, creating a new time zone (GMT -3) with the range of when starts and when finish and the action of advance the current hour to +1. So, after i applied this action all network, the problem of daylight is fixed. But, when i'll go open a new request on SD, is showed to me in "created date" field, the wrong hour. Actually, two hours ahead. For example, i open a new resquest
Highlight Popup Text Overflow
Hi, In firefox 3.08 (not IE), when I hover my mouse over items in request view (used during meetings to quickly see details of a request), if the ticket contains a long sequence of characters without spaces like ###################################### 1. PROBLEM DESCRIPTION ###################################### then those long sequences overflow off the edge of the yellow popup. This is very distracting and thought you should know for the 7507 release. Regards, Mark
Feature req: Email notificaiton to Requester on new NOTE(s)
Hi, do you have this fonction ? thanks
Mouse, Monitor and Keyboard serial numbers
Hello, Service Desk is a great program. I'm trying it out mainly for the inventory part of it. I have the problem that I don't know where to input the serial number for the keboard, monitor and mouse. When I go and check the workstation, I see that the program brings all of these peripherals and there is a field for the serial number, which is blank. But when I got to edit the workstation, the serial number fields disappear. Is there something wrong with the program or am I doing something wrong?
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