Training End Users on ServiceDesk Plus
We are on the cusp of rolling out our new installation of ServiceDesk Plus and need a quick way to help users train themselves on how to use it. Are there any training documents available for end users similar to the Administrator's Guide for administrators? Anybody created a good tutorial on getting started that we might be able to customize to our purposes? Any suggestions on a format or starting point if we have to create our own documentation?
Pasting screen shots in ticket?
it would be helpful if users could paste screen shots into the tickets to demonstrate error conditions. is this possible, or can it be considered on the road map?
Problem with german umlauts in OpManager 8
OpManager 8 (buil 8005) on Windows Server 2003 (german) doens't dislpay german umlauts (� � � �, see attached picture). Any ideas how to fix this?
Unable to generate the report error
Hi all, After upgrade to 7504 an error during editing reports occured: Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace java.lang.NullPointerException at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:316) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.handleRequest(ReportRequestHandler.java:1661)
Bug report : email send from SD+ not tracked
or feature request... Select under the techs request view, under "reply", "Email the technician". The email sent is NOT tracked in the Conversations history nor is it tracked in the History log. This needs to be added. I suspect that most of the other options under "Reply" or even "Actions" are the same. ANY action done to or with a request must be logged under the History log. If the action initiates an email, or SMS, it must be added to the Conversations log. Adventnet: Thoughts?
OpManager v8.0 Upgrade Pack Now Available
Hi All! We now have the Upgrade Pack ready for migrating OpManager v7 users to OpManager v8! Click here to upgrade. Special thanks to the 90+ customers who worked with us during the initial observation mode. If you face any trouble during the upgrade process, you can call us directly at +1 888 729 9500 (US toll free) or send us an email to �opmanager-support@manageengine.com� along with your contact details and we'll have you upgraded in a jiffy Note: If you have OpManager with the NetFlow plugin,
Move installation folder (same server)
I need to move the SD+ install location from one folder to another on the same system. Is there a way to do this without backing up, removing, re-installing, and restoring? That seems like way too much work some something that should be very simple.
missing routers in router view
hello I logged in to opmanager today and i can only see 14 routers we have over 30, what gives?
upgrade from 7022 to 7506, is it worth the hassle
hi i am currently runnning version 7022 and it is very stable and works well for me. i especially like the PO section and have even come to grips with the workstation section and the workstation scans works fine as well as AD integration. in short everything works (apart from software section but i have given up on that one :-) ) is version 7506 now a good version to jump on or are there still issues? my mine grip with 7022 (apart from software section) is that none of the product items appear in
How to delete an Infrastructure View?
How can I delete an Infrastructure View?
Time since last communication.
Hi would like to know, whether we can add a column at requests menu, where we can view "Time since last communication" or "Last Communication Time" coz, now we cannot find this info unless we view ticket details. Hope many others have this issue as well. thank you.
Mail loop caused undeletable request, also prevents upgrade
Hi there, We've been running ServiceDeskPlus build 6011 happily for quite some time, but have recently decided to migrate to MS-SQL, and a dedicated server. We set up a trial of the latest build (7505) and it's running fine, so we planned to upgrade the existing installation, then do a full backup and restore to the new server. We successfully upgraded as far as build 7000, but when attempting the next update to 7022, it takes a _very_ long time, and once finished, there are no requests or inventory
Problem with german special character
Hi, i have a problem with german special character. � / � / � for example: wrong: Tabelle der verf�gbaren Techniker right: Tabelle der verf�gbaren Techniker best regards Mario
SLA Violation Questions
We currently base our SLA's on Urgency and Impact. The problems we are having are when we have resolved a call - within the SLA - and the requestor either responds to the call with a "Thank You" instead of accepting the resolution or weeks later re-opening the ticket which is causing an SLA Violation. Here is an example: SLA = 3 days - (duebydate - 3/9/09)The call is resolved in 2 1/2 days. A week later the requestor re-opens the ticket - the dueby date remains 3/9/09 - and now the ticket status
Migrate from 7022 to 75xx
Hi, since there was no possibility to have the "Site" as a selection within the request, we were using an additional field "Location". Is there a way to convert our additional field in all our Calls to the "real" new "Site" field? Regards, David
Asset additional information date problem!
I created an additional field for a date, for the asset page. On the asset edit page i put the date as 2007-10-10, when i click save it is shown as Oct 9, 2007 11:00 PM. I am running the latest build 7505. Thanks in advance
How to move AppManager from Windows to Linux
How can I take the existing configuration and databases etc from a Windows machine to a Linux machine.
Random Stops of Apache Service
We have updated to OpManager 8005 on a Windows 2003 server and are now having problems with random stops of our Apache/2.0.47 (Win32) mod_jk/1.2.5 server. This seems to occur when there are significant demands for web-services on our OpManager server. Is there any one else having this problem? Your insights are appreciated.
Locations - where are they stored
Where are the locations stored? I don't see South Africa in the list. Also, most of the locations are not applicable to us, how can I delete them in bulk, rather than one-by-one?
Active Dirextory
Hello, i have upgraded to the latest release 7504 and now the AD import for requesters and assets is broken. Everytime it tries to query AD it just hangs and doesn't bring up the list of our domain's OUs.... any ideas please???? i have checked all the obvious stuff like username/passwords etc.... thanks Pete
Problem SNMP Graph
After open SNMP Graph write: [Exception in:/snmp/snmpGraph.jsp] String index out of range: -1 I try v6.5
SPM: not able to resolve IP and DNS Name in other subnet
Hi there, I'am evaluating OpUtils Build 5046. The SPM tool works great for the subnet were the machine stands. But for other subnets I am not able to resolve the mac addresses (IP->DNS & DNS->IP works!). Mainly we use Cisco switches, the SPM tool is able to show shows the mac address of about 2/3 of the switche's ports. the rest is only showed as up. I Have added the dns/dhcp server (windows server 2008) of each subnet and checked there ARP tables, all was fine. Thanks in advance Malte :)
Routers tool
Hi, In OpUtils in global scheduler I noticed entry for tool called 'Routers'. I guess that it automatically came with one of the updates. What is this tool for? Regards, Darko
Can't display full screen IN IE Add Subnet Add Manually
Can't display full screen IN IE When Add Subnet and Add Manually,it display title only,why?Will I change my IE configure?
Feature request: MQ-monitoring sorting
I just installed the MQ-monitoring and would like to request a feature to sort the columns (ascending / descending): Queue Name, Current Depth, % occupied, Open Input/Output count etc. Some of the MQ-servers I am looking at have in excess of 60-100 queues - it is impossible to just have a quick look at any abnormalities. Perhaps the sorting can be done for other monitors as well.
Threshold value ?
Hi, where I can change threshold value for interface ? For example, now is 40%, but I want to change in 60% ... regards
Image attachments in notify email
Version 7.0.0 Build: 7017 When a user opens a support request and attaches an image (screenshot etc) the image shown in the email which gets sent to all the techs is crossed out.. it seems to be a dead link. When viewing the source it seems like the web address is missing from the img src eg: <img width=164 height=91 id="_x0000_i1025" src="/inlineimages/WorkOrder/4403/1.jpg"> Any idea on how to correct this? Thanks
Admin Reports
I apologize for double posting, but I forgot to mention that the Admin Reports do not display "commands executed" either. I issued several commands yesterday and nothing is displayed in the reports for that day? Any Ideas?
FWA is not displaying data
Hello, I am evaluating FWA5. I am curious why it is not displaying all data, or if its some how lost data? The reason I ask is because I know that particular traffic, such as secure shell, or Remote Desktop, from my machine to other servers traverses my firewall yet I do not see the traffic when searching for it in FWA. Any ideas?? I have conducted some of my tests yesterday, and some today it appears as if time has not corrected this issue. Thank you, Peter
Weekdays to Change
Weekdays to Change here in middle east start from sunday to thursday.
Feature Request
I would like to see the ability to add a custom field to a device where I can enter properties to it. Such as adding a Cisco service contract number, experiation date, etc. to a device.
Problem with german umlauts in Opmanager 8
Opmanager 8 (build 8005) can't display german umlauts (see attached pictures) Any ideas?
List of User Passwords
After I bulk import a lot of users, is there a way to generate a list or report listing the usernames and passwords? (other than the one that displays after the import) , or export the info? Thanks.
Supress NOTIFICATIONS during certain time period
Hi, I'm curious if it is possible to suppress NOTIFICATIONS only for a device (or group of devices) based on the time? -- a "quiet time" For example: We have some devices whose operation is not critical and we do not want to be alerted after 10pm -- however, we would like to continue to monitor and record data from the monitors after 10pm so that we can have insight into any problems that occurred over night and can have good availability statistics for them. I know I can schedule a Maintenance/Downtime
Administrator user disappear
Hi, after a Active Directory scan, Administrator user just disappeared, any idea
Site - related to?
Hi, when you open a new request, the "Site" is related to the Requester. When you edit the request later on the "Site" field is "mostly" set to "not in any site" and related to the technician. Can you give me some help to understand this?
admin password
I've lost my admin password, can you send the procdures to reset it?
Does Applications Manager support Postgres
Or is this something that may come about in the future? Thanks!
No Mac support?
There's no Mac support for asset management? Eric
PO Module
What happened to the PDF attachment when you email the PO to the vendor or the owner in 7506. It's now embedded in the message as HTML? And this also breaks the company logo all together. Nice little red X. is this an option somewhere?
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