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
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
Device Info (connection to SD+ asset details)
I have added 2 serves in the assets section of ServiceDesk Plus In Opmanager I can link to one server but not the other. What is the connecting parameter. I was thinking that as long as the name is the same they should be related however this is not the case as the asset details (in SD+) and the name in Opmanager are the same but they cannot see each other. When I click on device info in Opmanager I get a message that device has not been added to SD+ or the SD+ service is not running (it is). Any
Help required.
OpManager 8 and Ubuntu Hardy 64 bit. I try to start the apache service and get this: Please see file attached as your forums had a fit with the copy and paste from terminal. I know it needs a linky so that libaprutil etc etc is seen in the right place, but I do not know where to put said link. Service will not start, so there is nothing for the rest of OpManager to link onto when it tries to start.
Google Map
Hello, I created the code to load the map from Google. I added the device on the map in Italy, but every time you reboot your computer and open Opmanager 8 and open the maps, google map, I open the map from America and not from Italy where there are my device. Do not store the previous view, but if I close and open the browser and shut down/start server keeps me a view on italy There is a system that keeps the view on my device even when you restart the whole computer/server? tnx and sorry my English
Unable to setup a new techician to logon to Domain
Unable to setup a new techician to logon to Domain and not Local Authentication. I've tried using the user's username as the login ID and also using the email address, neither will allow me to set the Domain login for the new techician. The domain field just shows a ' - ' no other option?
Asset Scan basics for dummies?
Can someone please explain to me slowly how exactly the asset scan works within Advent Net Service Desk build 7056? i was under the impression that an asset scan is based on ADUC (active directory users and computers) but i'm seeing that this cannot be - as computers that are turned off during a scan do not get brought into the asset db. Any guidance would be most useful - i've just captured a large physical inventory and reconciling it to the Asset tab in the software is proving to be challenging....
Notify a manager when an unassigned request is updated
Senario A request comes in and is assigned to just a group (so the status is open, unassigned). The requestor sends an email to SDP (##ticket##) asking for a status update. Question How can I make it so the manager of the group is notified that the ticket has been updated with an email from the requestor? The manager already is notified when requests are added to his group but since the request is not technically assigned, the email notification of the update doesnt seem to so out to anyone. One
Disk Utilization
I'd like to monitor free disk space but as a percentage rather than an amount. I'd also like to set different thresholds on different disks ie. threshold on C: drive would be 10% but D: drive would be 20%. Is this possible.
Dashboard widgets, and automatic refresh
Hi, annoying issue- I have bandwidth and traffic widgets on my dashboard, and whenever the page refreshes, all the graph data is lost and it starts over. Can you please make the "live" widgets retain data over page refreshes?
Many "Request Timed Out" Alarms
OpManager 8 (fresh install) Installed on Win2K3, MSSQL Hardware: Quad core, 4 GB RAM We are receiving a lot of SNMP time-outs for a handful of our servers. In some cases, they are servers that see little to no utilization. i.e. Dev/Test servers, etc. At the moment we are currently monitoring about 140 servers. Our Event summary on the dashboard indicates 1780 "data not collected" warnings. Most of the errors indicate the following alarm conditions: Data not collected for PartitionWiseDiskDetails:Error:
OmniStack LS 6224 no monitors.
I have discover the OmniStack LS 6224, but it seems that there is No Performance Monitors associated. I would like to ask how I can add/insert the OID to the OP Manager to do the monitoring. Please assist. Thank you. Cheers.
Quick Create doesnt fill in required fields
Quick create allows putting in a request without filling in required fields. Is there a way to turn off this feature or make it require requester to fill in required fields
Custom Template
I am looking into creating a custom Template that would allow users to request access to some of our systems through a check box type system. So when the user brought up that part of the request all they would need to do is check mark the portion they either need to add/remove access to. Is this a possibility?
Asset scan - deselected OU's keep coming back..
I have an issue with the domain scan function. A long time ago, i selected some OU's for scanning which i no longer want to include in the domain scan. I edit the domain entry, press 'save and scan' and deselect the OU's. I then run a scan. When the scan completes, i then edit the domain entry again, only to realize that the OU's i deselected before now has a checkmark in front of them again. How do i remove the OU's from the domain scan for good? Running v.7.5 build 7506. Br, David PS: You seriously
Restore cover page and footer in reports.
I uploaded my own cover page and footer image in "Report View Customization" but now I would like to restore them to the default images; how do I go about doing this? TIA!
JRE already installed, yet ManageEngine want to install
I am using Debian Linux and have the Sun JRE installed already on my system. Yet when I go to install ManageEngine demo it wants to install its own Java environment: sudo ./ManageEngine_ApplicationsManager.bin Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... It appears that is is correctly detecting my installed instance of JAVA and hence wants to install its own. How can I tell it not to install Java and to use my already installed version?
Can the user close the ticket?
Hi, Can the user close the ticket? If yes, how? Thanks Anderson
Advanced Query, unassigned request
Hi i need to know how can i retreive how long requests (grouped by category and subcategory) stays "unassigned" before being picked up by tecnicians. Please i will apreciate any kind of help because of i coudntn find this report in defalult ones Thx
Update notifications are too frequent
Whenever we receive a request, our workflow requires that we update it by reviewing the request, assigning it to a Support Rep, set the Priority, Level, and Category (and other items), Product etc. The problem is, that for EACH of these changes, an update email is sent. Would it be possible to have the SUM of these changes sent to customers after a set period of time, or via an 'Update' or 'Save' command? We don't want to look like we're spamming our customers. Thanks, Matte
Script Monitoring Host
Dear Support, When i want to add a "script monitor" onto a remote machine i only have 2 choices: Telnet & SSH. Is it possible to add for example the WMI option? Because i need to monitor windows scripts (vbs, bat, cms, ... ) that are on DMZ server(s) and for a strange reason i cannot access them through telnet. Thanks & kind regards, Bitz
Error deleting Technician
Can anyone help? I get the following error when trying to delete or modify a technician: FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,239,703,860,436.
Filters on Problem and Change Tabs
Hi, is there any way to (or plans to add) filters to the Problem and Change tabs in the same way that there are on Requests? So that a teams changes and problems can be viewed by a team manager without having to view all other teams issues at the same time? Cheers.
Email fetch problem
I am having an issue with mail fetching. (7.5.0 Build 7506) It was working fine up until about the last 2 hotfixes. In the SD log I see: Server started at : Mon Apr 13 17:56:50 EDT 2009. Current time is : Mon Apr 13 18:00:54 EDT 2009, which is less than 1 hour from server start time. Hence not checking mail checker for this time. The SD server is on a Windows 2000 box, and the time is correct (according to the OS at least). The email server is another box on my LAN running Windows 2003, and the time
logging messages
In my system log, I see a lot of errors for Exception on scanning workstation : 192.168.100.233 (workstation id : 1515)Connection to RPC server in the workstation failed. Is there a spot where I can define which errors are logged? I'd like to skip these..
Ability to enter request time from request creation
We sometimes get calls for help that do not go through the SD+ system first. So we go and do whatever the requester asks for then add a SD+ request and close it immediately. Currently we have to go back in, and edit the request to set the times, how long the request took etc... Is there a way to on creation of a request set the request start time manually or update the request? So for example if I get a call at 9:30am on Monday I go and take care of the problem but do not get back to my desk to add
Mail fetching error
Receiving the following error. Product Name : AdventNet ManageEngine ServiceDesk Plus Build No. : 7011 System Error Notification -------------------------------------------------------------------------------- An error occured while processing email with subjectOfMail : Re: Req.ID:##14732## VPN Question messageid : <30096274.1215536146835.JavaMail.SYSTEM@10.xxx.xxx.xxx>. Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process.
"Next Scan Schedule" Bug
This may be a problem with my setup rather than a general bug but every so often, the "Next Scan Schedule" settings are lost. Not a major problem as I just re-schedule but any ideas what might be causing this? Started occuring when I was running 7.0.0 (7022) but was hoping that upgrading to 7.5.0 (7506) would have fixed this. Graham
Critical : Error while invoking backup
Hi, I am constantly receiving the following error e-mail reporting that backup on a scheduled date and time failed. Is there a best practice how I can fix this? Newly installed 7505, 5 days ago Backup scheduled on a daily basis Please see bellow content of the error e-mail. THe troubleshooting tip did not help. Thanks! Message Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data
Dual instances of Service Desk Plus on one server
I have an IT dept. and a Security dept., currently we use ME SD for the IT group, but we'd like to have a separate database for ME that is only for our Security dept. Is this possible in version 7.5.6? I don't want the Security requests to even be in the same database as the IT requests, so this is the issue I have. I've already tried creating a separate role for Security where they only have access to to see their requests, but it's still sharing the same database. We need the db to be separate.
Cisco FWSM - Live report is incorrect
I am evaluating Firewall Analyzer 5 for use in our network. When looking at the Live Reports they are incorrect. The incoming traffic levels are being reported as "Traffic OUT" on the graph. The "Traffic IN" on the graph is almost 0, when in reality we have a lot of outbound traffic. I will post an image example. In the SNMP example, we are reporting the link utilization with SNMP. The traffic peaks at about 150mbit IN, and 25mbit OUT. However in the Firewall Analyzer report we see 150mbit OUT and
SMTP server in ServiceDesk plus 5
Hi there, I have installed manageengine service desk plus 5 on VMware (windoes server 2003) I have configured the notification rules.to send an e-mail to technicians wehnever new tickets has been created. we have domain and mail server in our company.on mail server setting what should I set? the ip address of the mail server and using existing mail address as an incoming an outgoing mail setting? but it does not work. should i add some files to servicedesk files to activate SMTP server? cheers
Email and Onhold requests
Is it possible for a request that is On Hold to change status to Open if the customer replies to an email? It seems like a good practice to put a ticket on hold after sending an email to a customer asking for more information, but it would be nice for the timer to start again automatically if the customer takes action.
Email and Onhold requests
Is it possible for a request that is On Hold to change status to Open if the customer replies to an email? It seems like a good practice to put a ticket on hold after sending an email to a customer asking for more information, but it would be nice for the timer to start again automatically if the customer takes action.
Ability to record a products serial number and search on it.
Hi there. We have customer contracts, and they relate to a product, and its serial number. I cannot work out how to record a serial number, against a contract, withouth haveign to create an individual product, for every serial number, and even if I do that, I cant easilly search for it. When we take a call, we often need to accertain, does the customer have a product (via serial no) that has a current contract. Does anyone have any ideas. Gav.
I'm New Here
Hello, Such a nice forum layout, I love being here!
Integration OpManager
Dear Support, As you can see in the attached printscreen we have integrated Op & AppManager on our test enviroment. Everything works well except the Availability status of my network devices & esx servers. I have attached a printscreen that clearly shows the problem. Could you please advise me what to do? I have tested it with several devices from OpManager but without any luck. Thanks in advance & kind regards, Bitz
On was ill
Greetings ! Themes which rise here , grasping , but for some reason does not rise ? As the phenomenon has mentioned it you . Can we will discuss .
Help with email alert
Hi experts, I am new to servicedesk plus. I have a question, There is anyway I can configure the system to send email automatically to administrator everytime any user create a support request ? Or there is no way, the administrator must log in to the system the set support request to himself or to another technician? Thanks Anderson
Integrating System Apache with OpManager. A "How to&
Adam Talbot 03-27-2008 OpManager using an up to date version of Apache on a Linux system. This is a "how to" describing the full steps for using an up to date version of Apache with OpManager. Why? By default OpManager uses Apache 2.0.47 and tomcat4.1. These have know critical security vulnerabilities. Audience: This document was written with the beginner Linux user in mind. You do not need to be the super Linux admin to pull this off. Our test environment. A clean install of RedHat Enterprise Server
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