create new Requester by Technician.
Hi, would like to check, whether we can assign any role to technician, where they can manage requesters. coz, what i have seen is, other than admin, no other technician can Add, remove, reset password for requesters. is there any solution ? pls advise. thank you.
Opmanager Version 8 All Servers Disk Usage Report
This report has slightly changed as the graphical display for the reports is no longer present can this be added back up. :evil:
Reinstating a technician
By accident I removed one of our technicians today. A bad move. Now he is reinstated I am trying to re-associate him with his past closed cases. The only way I can see of doing this is along the lines of a filter of closed requests based on the history entry that still bears his name. Can a filtered request list do this? If not, can it be done in SQL? Also, we have 106 sites and although I have re-instated him to each of the sites, other settings such as the notifications and the chase up emails
Question about notifications
Hi, I have a query about notifications, I have added a profile to mail server to send an email to service desk (as the integration doesn't seem to want to work) when thresholds on disk space have been reached so I select the thresholds and ticked the box but I get notifications when 'any' threshold has been reached? ANy ideas why?
Time Change didn't change
The time did get updated on the Helpdesk screen for the time change however, the fetching time is still showing the old time (1 hour behind) How do we change this? I have checked our mail servers and they are all updated for Daylight Savings Time. thanks.
New Alert for Disk %
How can I create a new alert which will alert via the Disk % opposed to the MB. I want to create a new alert and associate with servers to monitor the Disk % in use. If over 80% to alert. I am in eval mode right now and need a solution ASAP. Thanks
manually add device?
Is there a way to manually add a device without it being discovered? I have a server behind a firewall that will not allow snmp or wmi, but will allow me to monitor certain tcp ports.
ssl over gmail smtp
i m using app manager and find a problem while executing an actions i.e.- Problem: error message The action Health is down has failed.javax.mail.MessagingException: 530 5.7.0 Must issue a STARTTLS command first. n33sm83167wag.53 . i m using this as evaluation purpose .kindly provide the solution for that .
OpManager and PMP Integration
Integration request: Please provide integration between OM8 and PMP where: - In OM8, when you select a device, there would be a login/password field available that would link you into PMP for that corresponding device This seems like such an obvious need, but yet there is no integration available yet.
Cannot add any Service Packs to ADManager(Updatemanager.bat)
Hello, I need help!! I have installed AD Manager version 4.2.0 and it wont let me add any of the Service Packs 1, 2 or 3! I receive an error message " the file that you have specified is not compatible with this product" Please help asap. There is the same version of ADM on another PC with SP3, when I did a test of trying to add a different service pack the same error message appeared..? Many thanks, Laurel
Threshold value - "not" equal to
In OM8, I have the following criteria for a threshold: > < = It would be nice to also have a != (not equal to) criteria, as sometimes you don't care what the value is (> or < or =), you just care that it has *changed* off the normal value.
EventLog Analyzer Time and Windows Evnt log it nt consistent
HI, Guess we have a major problem here wher the windows event log (Time) is not the same as captured by the ELA, its totally wrong. let say it 11AM, but the log captures as 1PM...EXAMPLE>. Can you please tell me whats going on here and help me to solve this issues. Its too dangerous if the timing are wrong for production servers.
Option to NOT notify the user
It would be really useful to have a check box not to notify the user both on opening a ticket, updating and closing the ticket. If you have resolved the problem already we want to register it in the helpdesk, but it�s only confusing for the user to have 2 or 3 mails when the case is already closed. Regards Stefan
Where did my last post go concerning a time issue???
Last week I put a post out here about the time on the tickets being off by an hour or more from real time. This affects the due date, the system response and the time entered in the system. It seems to have happened after the time change of Daylight Savings time. I had attached screen shots in a second entry to the same post. Today I came to the site to see if there had been any response and I can't locate the original post. What happened?
incrrease download limi for Solutions
Hi uploda limil for solution is 10mb. is there any possibility to increase ? feel 10mb is too low. some times, we need to distribute patches. appreciate any action. thank you.
Possible Bug in V8 with ESX Servers
Hi, In V7 we could "see" our ESX Servers in terms of them being just a server , we did not have all the VMWare features , but we could get up/down alerts etc. now in V8 we cannot see them at all, they exist in a catagory called ESX Servers but when I click on them I get the following message Vmware Monitoring Add On Feature is not licensed. We are not wanting the additional features all we want to do is see the ESX so that that we can get up/down alerts for it. I hope this makes sense Regards Scott.
Rewording of Work Log form to remove "Resolving this request"
When creating a new work log entry, the following text is displayed: "Technician Resolving This Request". A tech may not be resolving the request, just adding a work log entry. Should be reworded to "Work Performed by".
Ordering and reordering tasks
Can we have the ability to change the order of the tasks on a request template please? If it is there already and I have missed it, then please point me in the correct direction. Thanks
AppManager running on Linux PPC?
I tried to install AppManager on Suse 9/PPC: Linux csgsystems 2.6.5-7.97-pseries64 #1 SMP Fri Jul 2 14:21:59 UTC 2004 ppc64 ppc64 ppc64 GNU/Linux Starting the installer gives me a "-bash: ./ManageEngine_ApplicationsManager.bin: cannot execute binary file" - I assume AppManager is not supported on the ppc-platform - or?
to many authentication traps
Hi all, I am currently configurating opmanager on our network and I have an issue with authentication traps, which I enabled on the devices yesterday. It started today AM and opmanager has now received over 80000 authentication traps from 9 devices. Each one send several traps per minute. the trap is always the same: No Trap Parser defined for received trap: Enterprise: .1.3.6.1.4.1.311.1.1.3.1.2 Generic Type: 4 Specific Type: 0 Variable Bindings: this is what I get on the report. I've seen that
CCTV - Cannot View Business View
Hi, I have set all our Business views up on a CCTV page. 6 out of 7 Work fine. The last View of our WAN does not display, all other Views are fine. Any reason as to why ?
Technician domain change
Hi, I will have to change the logon domain for all technicians soon. what is the best way to perform that? directly change them somewhere in the database?
Request Details vs. New Request Template
Hi, as you can see in the attached file the Request Details don�t show up like the default template is looking like. Is there a possibility to get that in the same look? Makes it wired to work for people and if you look at an existing request there is no sense in how the fields depend on each other. We would like to have something like categories fields on the left and group / technician on the right.
Redundant Monitoring Server and Failover documentation
Can anyone point me to some documentation on setting up an Opmanager backup server that will kick in when the primary one fails. I noticed that the new version supports failover but I couldn't find any documentation about setting it up. THanks
Unable to add performance monitors
Upgrade to Opmanager 8. Unable to add any new performance monitors using either IE or Firefox. Just get Error! when we try
SDP 7.0.0 Full DB Schema
Hello I will like to know where i can get the Full Database schema, I saw a few post, but they did not help. I need to run a custom assets reports and need to know all the tables on the DB for this. Thanks for the help Silvia
Notification Templates
Is there a way to include the work log as a part of a template used in email notifications? We use the work log to track updates done to the tickets, and when we send out notifications to either the requestor or a technician we are sending the ticket to for further action, it is neccesary to include a history of the updates done on the ticket, rather than just a subject and description. Any help would be appreciated! Thanks!
Monitoring Nested Business Views
I would like to monitor devices in a nested business view, i.e. set an alert profile for an "All Offices" business view which includes the individual office business views which really contain the devices. So far, I'm unable to do so because applying the profile to the top level business view does not associate it with the underlying devices. Is this possible? Is there an alternate method?
Compatibility Questions
Is Service Desk Plus compatable with Lotus Notes 6.5 & does it have an open source code? , able to be customised to suit requirements? Thanks, potential user if company buys product also, have completed quote request but as of yet had no reply
Logo in printouts
Currently when print previewing a request you see that the subject and request ID are in the top left with a useless little notepad and pen icon. Replace the notepad and pen with the company logo for a more professional printout, as well as being better suited to dealings with third parties.
Daylight Savings now has OpManager showing wrong times
Ever since the Daylight Savings time change, OpManager (we have both 7 and 8 doing the same thing) is giving us Windows event alerts one hour after it has happened. In other words, if the error in the Event Viewer shows an error at 3:00pm, one hour later, OpManager will have it under Alarms, not a few minutes after like it was doing previously. We thought we could resolve with the OpManager update (tzupdater.jar and tzupdater.zip) for this issue. We've tried it multiple times on both Op 7 and 8,
Giving More Views To Requestor With Logon
I created a logon for one of my requestors, but I noticed that she is denied on viewing anything other than her own tickets. She can see requests in a list and scroll over them and see the brief description, but she can't go into the request and view everything. Is there anyway to grant her these permissions. I'm using the free version of ServiceDesk Plus.
Turning on Active Directory Integration
My facility has been using ServiceDesk Plus for about 2-3 years. We did not turn on the Active Directory integration because it posed some problems at the time. We'd like to turn it on now, but we're concerned that it will either duplicate all of the users or it will cause our history to disappear. Does anyone know what will happen if we turn it on now? Will our history disappear? Will the user list disappear, or will it create a bunch of duplicates? Has anyone else done this? What problems did you
Request Form Customizer 7505
The customizer form in SD7505 does not allow for fields such as 'Category, Sub, Items' etc to be hidden from requester. Unlike SD7018 where fields can be checked and uncheck for use. I am aware that if the fields are hidden from technicians, then this will filter through to the requester. However, I think it is understandable that technicians and requesters have very different requirements, thus the need for a different view. Any ideas as to if this will be implemented anytime soon? Unless I am missing
Support Center Plus License
We installed SupportCenter a couple of weeks ago and are just beginning to test it. The license is about to expire, however. We have the free version (I thought). What will happen once the license expires in a few days? Will we lose functionality? Should we do an uninstall and reinstall? Just don't want anything to break before we get an opportunity to play with it a bit. Thanks, all! -Margie
Deledet Interfaces NOT shown anymore
Hi all. I deleted a router and its interfaces from NFA 7 Plus. After that operation, the router was re-discovered (new flows incoming), but only 1 interface was re-discovered. NOTHING changes on router. Any tip? L PS: I deleted the interfaces 'cause the ifDescr wat not retrieved though SNMP parameteres were corectly set up. After re-discovery the only interface discovered was correctly shown with its ifDescr param.
URGENT - Priority with no SLA required
Our IT department requires all types of requests to be logged - including projects and internal routine processes. Projects in particular will never have an SLA as they may get logged and sit on the shelf for months before pulled down to work on the next phase - then be shelved again until resources are available. How can I configure SDP to have a Urgency/Impact that sets no SLA for the Priority Matrix? This is wreaking havoc with our reporting back to senior managment because we have to keep telling
Report for Notes Added/Rep Activity
Hi All, I think the answer to this will be no but is there a way to determine support rep activity in SC+ (V 7.0.0)? Activity can be monitored primarily by cleared calls but a support member could do a lot of work on several calls in a day and only clear one of them. Can it report e.g. on Notes added, etc. I suppose emails generated from activity could be one way of monitoring it. Any thoughts??? Regards Steve
100% Utilization - Analysis
We have had some customers / evaluators who have reported an issue that NetFlow Analyzer is reporting traffic in the excess of 100%. Considering that NetFlow Analyzer reports data with 1 minute granularity, this spikes are clearly noticable, whereas many SNMP based tools show with 5 minute granularity - where values could get averaged out. We are working with some of the customers and also with Cisco's NetFlow team to explain this. Let me first get the most common reasons out of the way so that I
Job update requests
Hi, I've been fumbling around with business rules trying to find a way of having an email sent to the assigned rep for any job that had not had any notes or actions against it in a period of time. The problem is that the reps aren't going into the helpdesk and updating or closing jobs. I need a mechanism to annoy them into doing so, and if they don't I want to know about it. They spend most of their time out on site but they do get email delivered to their phone. Svend.
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