Working Hours Notification
I'm currently using an evaluation copy of SupportCentre Plus, testing out its various features and capabilities. there is one feature that i cannot find yet, which is sending a response mail indicating that our offices are closed at the moment when a request is made through the customer (by email or form) off working hours. is this feature available? if yes where do i find it? thanks
Failed migration to MSSQL
Version is 7.0.12. Installation was made on mysql. I've created backup, then executed changeDBServer.bat and changed engine to mssql. After that SD service was started and stopped. When I've tried to restore data from backup I have an error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ============================================QUERY = INSERT INTO task_input (INST ANCE_ID,SCHEDULE_ID,WORKFLOW_TEMPLATE_ID,SCHEDULE_TIME,EXECUTION_START_TIME,EXEC
Out of Office
Hi, Is there a way of automating an email response when someone raises a request and there is no support in the office? Occasionally I am away from the office and would like to let users know that their request might not be looked at for a few days. If there is please could you show me and if there isn't might there be a suitable workaround?? Thanks in Advance Regards Neil
[opManager8]How to? and WHEN?
Good day! Third evolution of OpManager. Now - v8005 Question - HOW TO make "bulk" Notification rule assignment? I want make all my servers to write me a e-mail when disk utilization (which is Perfomance monitor) is above threshold. When i go to Admin->Notification profiles and tring to assotiate - THERE IS NO PERFOMANCE MONITORS is selections. So i must go to each server and configure notification from it's "home page". "WHEN?" question: VMWare ESXi monitoring - when? Not working: Reports-> Health
custom field filter
I am working on some asset management and I need to do a filter based on a custom Asset field which is "location" we have made the field a pick list In other words I want to see a list of only the workstations with the "location" "central office" or wherever we are using service desk plus version 7.0.0 build 7018
Service Desk Request screen slow for some groups
Hi, Since upgrading from 7022 to 7506 my technicians are complaining that response time is a lot slower when opening the request tab. We have several different groups defined for teams using our service desk. The two groups that have the most number of requests (total) are the ones that are very slow even though there are under twenty open requests in each group. The request page displays nothing for 10-20 seconds when you select one of these groups and then loads. Other groups load instantly. I
Service Desk Request screen slow for some groups
Hi, Since upgrading from 7022 to 7506 my technicians are complaining that response time is a lot slower when opening the request tab. We have several different groups defined for teams using our service desk. The two groups that have the most number of requests (total) are the ones that are very slow even though there are under twenty open requests in each group. The request page displays nothing for 10-20 seconds when you select one of these groups and then loads. Other groups load instantly. I
Known Issues in Version 7.5
Dear Users, Please find below the link which contains the known issues in 7.5 version modulewise. We are working to resolve these issues as soon as possible and will be updating the same in this document. http://www.manageengine.com/products/service-desk/known-issues.html Kindly look into the document before reporting an issue as the problem you are facing with the product may be listed below, we will also be adding this information in the product support tab shortly. Regards, Naren
mail this is not recorded in the history
hi, I have problems when I meet a request by mail this is not recorded in the history of talks. check the filters and no I get nothing out of the common
restoring from backup a single password
I'm being asked to see if it's possible to "roll back" a resource to a previous password, and the only way that I can currently see this happening is recovering an older database. I'd rather not restore the entire db, but just the single record is that possible? Cheers, J.
monitor real-time Traffic and Bandwidth
HI, I turned on the Router and Switch SNMP credentials and the test gives me the ok on all. When active, on Dashboards, graphs of the monitoring of Traffic and Bandwidth active work but if the collection in realtime for a moment I see the graphic and then the widget closes with an icon on the left undefined. So, do not seem to monitor traffic and bandwidth real devices. Then if you click on the particular device, even if enabled on the SNMP devices, I can not make the charts compqrire temperature.
Alias problem
Hi, I have set up a SD+ server URL alias and created a DNS entry. Everything worked fine for approx. 3 days and then -all by sudden- when I want to acces the server using the "pretty-name alias", I get nothing but a blank screen. Any ideas what to check, please? Thanks.
Status does not change
OK, so what I have here...: - created one custom status, so now I have: unassigned, open, on hold & closed, resolved - unassigned is the best status for me from which ticket should start, so I have set it up as a default status of a new ticket I create (or someone else does) a new ticket, that is not assigned to anyone. As soon as this ticket is picked-up or assigned, my idea is, that the status changes to Open. But it does not. Also when the technician is assigned when the ticket is created, same
Error message in approve.jsp
The following JavaScript error message is generated when an approver navigates to the system to approve a request: Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; .NET CLR 2.0.50727; InfoPath.1; InfoPath.2; MS-RTC LM 8) Timestamp: Wed, 15 Apr 2009 21:56:26 UTC Message: 'descToId' is undefined Line: 1367 Char: 2 Code: 0 URI: http://servicedesk/approval/Approve.jsp?ITEMID=934&MODULE=Request&KEY=11239829128663&USERID=joe@user.com
Parts Inventory System
Looked around the forums and could not find something similar. Are there any plans to be able to use Service Desk as a tool to manage our parts inventory? It would be nice to have a place where we can show our working inventory of parts. In addition, it would be nice to be able to build rules against the inventory, say when a particular hard drive model gets down to 2 send an email out to reorder parts. If it integrated into the purchase system that would allow us to track repair costs for parts
worklog for requesters
hi all, we keep evaluating SD+ to use on our organization. everything looks really nice instead for another little problem. Is there any way to make possible for requesters to see the worklog of a particular request? I think great to keep track of whats been done on a request when u need to execute more than one task, and it eliminates the need to duplicate information on the solution field.. tx in advance. regards.
Interface utilization
I would like to request that bandwidth utilization for interfaces shows the last polled utilization as it used to in previous versions. Im not sure when it changed (I have been using opmanager since version 6 and maybe even a little of version 5), but when bringing up the dashboard or when in list mode for routers, it used to show the last polled utilization. At some point during version 7.x I believe, it was changed to show averages for the day. That is totally useless as far as I am concerned.
Should I enable NetFlow on all interfaces of the Router?
My router has a few interfaces. When I only enable one interface, in all the pages, some interface show IN traffic, others OUT traffic. Should I enable all the interfaces to see both IN and OUT traffic? If we do so, does this tax the router a lot? Thanks!
knowledgebase layout
Hi, Since we upgraded to 7.5 the layout of the knowledgebase has changed. Probably because it was meant to but I really dislike the layout of the new version. Is it possible to restore (revert) back to the older layout of the knowledgebase?
Scan Linux Workstation
Hi hi, is there anyway to scan workstations with Redhat Linux server OS from Service Desk Help desk software? I was trying to scan for the workstation with Linux OS however unable to scan. : Connection to RPC server in the workstation failed Appreciate anyone's assistance. Cheers Calvin
Password recovery questions are too insecure!
Your default list of questions for password recovery are so easy to guess that it's laughable. For example, a typical user will pick the easiest questions, like "What is your date of birth" and "What is your favorite color"? Or perhaps: "What is the color of your car"? and "What is the color of your eyes?" You can't be serious..I know the color of every employees car by looking out my window, and the eye color is quite obvious. Any employee can easily find out the answers to these questions. Also,
Status Red Flags
Can someone please explain to me what the 'red flags' indicate under the 'status' section? They seem to be on every incident reported on my system and I don't understand why the flags are there. Thanks!
Create Pre-Authorised Changes
It would be great to be able to create a pre-authorized change request from an incident. For example, a password reset is classed as a change request BUT a pre-authorized one. It would work like this: User wants password resset. Service Desk agent logs an incident / request of a type and closes it SDP creates a change request of Change Password and assigns it a type of Pre Authorized. SDP closes the change request based on the incident being closed. The incident is then associated to that change.
SD+ Access to Outside World
I already have SD+ setup and working for my IT group and it is great, so great in fact that my company wants to use it for a different group. We create software and we get support calls and emails etc but they are not tracked or managed. I think that SD+ can help them. My questions are, can SD+ be opened to the outside world (ie not on our LAN), and if it can we will need the techs to be pulled from AD but the clients outside the LAN will be logging requests and will obviously not be in AD. Is this
submit a query through web-based (self service portal)
Hello Team, I would like not allow to our customer to submit a query through web-for (self service portal). What do I have to change into the setting? Thank you Best regards
../mysql/\bin\mysqld-nt: Can't open file: 'eventlog.MYI' (er
Error: ../mysql/\bin\mysqld-nt: Can't open file: 'eventlog.MYI' (errno: 144) No data being displayed.
Error
hello every body i am new ,and i have a problem in monitoring a transactions Web J2EE with application manager 8 ,the error is : Le service n�est pas ex�cut�. Il est probable que Transaction Agent n�est pas d�ploy� if every one know how can i solve this problem ,it can be helpful thank's
SAP Portal monitor
Hi there, does this support the SAP Portal application? -guest
more easy?
Hi, Is there any solution to make a file with the html links of the reports, or create a more simple web page than the standard appearance - without side and edge menu and without the tabs and alerts links, or display only those elements what I want to be appeared (e.g. based on a configuration file)? Zkallo
Fields within a Request change by themselves
We didn't change these fields - why did they change? Updated by Melissa Reeves on Mar 17, 2009 11:37 AM Request Updated by : Melissa Reeves Location changed from Montreal - DDC to -1 Division changed from DDC to -1 Downtime? changed from None to -1 Management Review changed from No to -1 SOX Review changed from No to -1 BPO Approved? changed from No to -1 IT Mgt Approved? changed from No to -1 User Acceptance? changed from No to -1 Migration Check Complete? changed from - to -1 Resolved by Melissa
Erreur
hello every body i am new ,and i have a problem in monitoring a transactions Web J2EE with application manager 8 ,the error is : Le service n�est pas ex�cut�. Il est probable que Transaction Agent n�est pas d�ploy� if every one know how can i solve this problem ,it can be helpful thank's
requesters not being able to see their request histrory
Good Morning we have been having an issue with requesters not being able to see their full request histrory when logging into the Service desk. it would appear that those requests emailed to the servicedesk email account itself appear on the service desk for technicians to action, but if a requester wants to check the status of a request, they are unabble to see their complete history. this does n ot seem to be the case for requests logged via the service desk itself. do you have any idea how i can
New release
1. I want to see in a new release the extended work with STANDARD statuses: Expects consideration. Status is appropriated automatically registered, but yet not looked over service of support requests. Opened. Status is appropriated requests which the accountable is appointed for execution (specialist). Expects. Status of requests treatment of which is passed in external organizations or which clarifications of user are expected on. Gone round. Status is appropriated requests which reason of which
Header request
Dear App Support, Could you take a look if it is possible to integrate in the URL monitoring also a HEADER request? (Now we have a POST & GET functionallity) I think this should be very handy if you want for example to look if a certain file is present on a website without downloading it. Thanks in advance & kind regards, Bitz
LDAP field 'company'
Hi there. I'd like to know, if it's possible to use the 'company' ldap field. In our group there are several companies which all use the same SDP as we have one IT-team for all. It would be great to sort and manage requests by the company name. Is that possible? Or maybe it's a kind of missunderstanding SDP so I would be glad to get hints on how to set it up correctly and automate as many worksteps as possible. Thanks and greetings. Ronni
submit a query through web-based (self service portal)
Hello Team, Someone could tell me, how to forbidden our customer to submit a query trough web-based? What do I have to change into setting? Thanks Best Regards
Memory Usage on SNMP Device
Dear App Support, Yes it's me again :) Could it be possible to (while adding an new attribute to an snmp device) add an OID like this: .3.6.1.4.1.9.9.48.1.1.1.5.1 * 00/( 1.3.6.1.4.1.9.9.48.1.1.1.5.1 + 1.3.6.1.4.1.9.9.48.1.1.1.6.1 ) & 1.3.6.1.4.1.9.9.48.1.1.1.5.2 *100/( 1.3.6.1.4.1.9.9.48.1.1.1.5.2 + 1.3.6.1.4.1.9.9.48.1.1.1.6.2 So basicly intgrate formulas in the oid screen itself? This would be very handy for our "network managment" part of application manager. Thanks for your answer & kind regards,
Lost admin password
Please kindly provide the steps to reset the admin password.
help me please
I am using opmanager V7 to monitor my network but i have problem : how to calculator total Traffic input anh output
Needing help with complex reports - tried everything I know
Hi all; I have some serious reporting needs for a major project and I have spent a lot of time using the reports module not getting what I wanted. That may simply be me not being very bright, but at least I gave it a try. I have to report on one project that has its own category to allow us to track incoming requests separate from our regular internal requests. We have 4 severity levels each of which has a business agreed SLA tied to it. These severity levels are as follows: Sev 1 - Critical failure
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