Not changing date when Update Request
When we are updating the request in Customer Service Portal the "last updated on" column is not changing to updated date. When the client added response then it is changing
Print Outs
We use worksheets that are printed out when the engineer goes to site. We use this method to have the client sign to confirm the work was completed correctly. We would like a formatted printout which contains the details of the client and the request. The reports do not allow you to create a report with full client and request details. Why is this and can you overcome the problem via SQL queries or through a link in Microsoft Word?
Cannot See Admin tab-->Performance Polling Option
Hi, Why am I not seeing Performance Polling under the Admin tab. I want to enable scheduled jobs for MSSQL Server but cannot do that because of this. I was first running on 8501 build but have just upgraded to 8602 build. Still cannot see this option. Could someone help? I've attached the screen shot of the admin interface I see. Thanks Hrishi
Email Notifications and attachments to requests.
Hi I currently have notification configured to send mail to the contact, however due to the way we use SupportCenter, it would be really useful for the message to go to more than one addressee (at least the originator) as well. Furthermore, I often need to save a file as part of the resolution and also send the contact a file as part of the request closure, but am unable to attach files to either the resolution pane or the notification email. Please consider adding the following functionality to
Issue in email fetching
Hi support team After upgrading to 7506 version, the mail fetching problem appears, I found it when trying to setup new business rules, below is error log also the serverout log has been attached.is any new configuration needed? could everybody please help me?? Thanks and Regards :P System Log Message : Issue in email fetching Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : Mar 16, 2009 10:10 AM Probable Cause : Mail fetcing is delayed ....due to start time and finish time
ServiceDesk Plus b7504 - Tickets are 1 hour behind.
We just upgraded SD+ to v7.5 build 7504 - and we've noticed (may not having anything to do with the upgrade) that the time showed on the ticket as the created date is one hour behind the time in servicedesk and on the desktop pc. I searched this forum, and there was a topic covering a DST patch, however that was related to build 6001 and below - Is this DST patch still applicable??
PO notifications doesn't sent email to approver
Hi, when we create a PO and send it for approval, it doesn't send an emails. But if we make a standard request it send emails, so the settings are correct. I have tried resending PO without success. I have also checked our logs on the SMTP server, but SDP haven't tried sending the email notification. My SDP version: 7.5.0. Build 7504 Maybe this could have happened after we updated to the last version?
Cannot fetch email from other domain??!!
I am facing a funny problem. I tried to configure the system to fetch email from the pop3 email account "support@domainA.com". When I pretend as a client and send the email to "support@domainA.com" by using same domain email address, let say "client1@domainA.com", the helpdesk system will fetch the email and turn it to ticket. When I send the email by using different domain email address, let say "client2@domainZ.com", the helpdesk pop3 fetching process stopped and send a email notification admin.
pmp.sh Error to install service
Dear Friends, I have a Ubuntu Server 8.10 x64 fresh installed with PMP 6.0 (using ia32-java-bin). The installation has been perfect without any error, but when I try to install as service I receive the following error attached in this topic. Please, any help will be more than appreciated. Regards to all Otacilio Alves
help me out its urgent
when ever i try to run any of my reports it give me thie error FAILURE :Unable to execute report : I/O error writing PNG file! help me out
Business Rules: rule processing ends after first hit.
My rule processing appears to stop after the first match. It does not continue processing the rules. I have four rules to assign jobs based on email domain, I then have three rules to set SLA based on email domain. However it will assing the job but not set the SLA, or vice-versa depending on the order I have the rules in. How do I get it to go on to the next rule and process that as well? Svend.
Upgrade to OM 8 is HUNG/BUSTED!!
I was running OM 7200 on CentOS 5.2. I was about to post an issue with not being able to add devices and getting an error about the device/ip existing, WHICH IT DOES NOT. So I ran the database repair and the "RemoveDBEntries.sh script on the 2 mysterious IP's multiple times. This is absurd, it says they were removed, but when trying to add the device, OM says they still exist. What kind of junk is this?? Anyway, so I tried to apply the upgrade to 8 and followed the instructions to the letter. So
snapshot of OpManager backup
HI how where can we get OpManager backup snapshots ?
Group field in Edit Request
Hmmmm! I am using version 7.5.0 r7504. When I make a change to the Requester details (who they is, or location) the darn group switches back to --Select Group-- hehe, very annoying though. My Request template has group already specified but to no avail, alas it switches back to --Select Group-- when the requester (who incidentally can not be added to a template - this would be nice) is put in. Possibly something to look at for the next update, or can I fix this? Cheers, A million dead-end streets
Closing Comments Box
Hi, is there a way to hide the "Closing Comments" Box on closed tickets? We don't want that endusers acknowledge their calls and it's a bit confusing when our staff see a warning message that the call is closed without user acknowledgement. Perhaps there is an option to disable the option that an enduser has to acknowledge a solution? Thanks for your help! Marco
ServiceDesk setup for Remote Site users
I need to write out an action plan on how i will implement this software to our Remote Users. So, the main site is where i sit, and where i would have the management console...etc. the company has, 1: users in a different state that will need to submit tickets and 2: users that are all over US with their iPhones and other smart phones. Has anyone done this type of setup? Thanks for all your help!
Getting frequent disconnects from MSSQL server backend
Since upgrading to OpManager 8. Have been receiving frequent disconnects. "Connection to the Database is lost. Trying to reconnect to the Database Please Wait ..." As this is happening so frequently, OpManager is almost unusable. Any help in resolving this issue would be greatly appreciated.
Existing Solution does not upload correct file
We are using version 7504 and are having a problem with our Solutions database. I have some Solutions that need to be updated. All of our Solutions have attachments. My process is: I browse to the Solution and click Edit. I delete the attached file and click Save and Approve. I then click Edit and browse to load the new, updated file, then click Save and Approve. When I view the newly-attached file, it is the same as the old file. This has happened with solutions that have a .doc (Word) attachment
Error after upgrade to 7022
Hi - I need some advice on this issue. After upgrade to 7022 I get the error "page cannot be displayed" using port 8080. I have tried the run.bat, and the log seems fine. se below. But no client webmanager is displayed. Any idea ? kind r Bj�rn-T =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.depl
After applying 7506 my SDP install will not start
Applied 7506, No problems were noted. I attempted to start. It just sat there. Where the progress bar is there was a series of little dots that keep going from right to left with not end HELP PLEASE
Reports Time
Hi, I'm having an issue with the time printed in the x-axis of all my reports. For instance, if the server time is 3:00pm, all my graphics are displayed an hour ahead (i.e. 4:00pm). how can i solve this?? if you guys need a screenshoot, just let me know. thanks, sandor
Show office location?
I've been testing the site inheritance features in 7506. It's interesting, but in the end it's not terribly useful to my organization. We have multiple sites, but we operate with the same operating hours, same SLA's, etc. All I want is to import each employee's office location, and show it within the ticket. Isn't there something I can do to configure this? I tried adding a new requester field, but I would have to import the data manually, and the field doesn't show in the ticket anyway. In my mind,
Where can I download SDP 7.0?
I need to do a test upgrade to attempt to remedy an issue but all I can find is update packs. Does anyone have a link?
HP ProCurve CLI
Hi - I have added HP PRoCurve Switches with SNMP strings and all monitoring works fine. However CLI fails, but I can telnet using windows command prompt. How can I get CLI wokring on OpManager?
Change status versus change management process stages?
Hi Can someone please explain the different statuses of an RFC in the change management section of SD+. I had a look in the manual and the only status explained, is the status "open" which I cant even find amongst the default statuses. Can someone explain which status is used during each stage of the change management process. When is for example the release status used? Best regards Anders
Cisco Swithes
Hi, Currently I have Netflow analyzer version 7, I have already integrated it with my core switches Cisco 6500 along with other Cisco routers. I�m planning to change my edge switches from Cisco 2950 to cisco 2970 or Cisco 3560 and integrate them with Netflow using NBAR, is there any restriction on the switch model? Tariq Al Alawi
FreeBSD NFA console install/uninstall
Hi guys.. i got some problems with NFA on my system.. freebsd v 6.0 without GUI (something like monitoring server..) there were no JVM on it, when i try to install NFA.. ./<NFAinstaller>.bin -c script installs NFA normally (without error). after that i try to execute run.sh and get monitor# ./run.sh run.sh: Missing required file: /usr/local/AdventNet/ME/NetFlow/lib/run.jar its expectedly because of JVM absence, but now i cant reinstall/deinstall NFA in <NFA>/_uninst/ i have not file unistaller.bin
Performence of the DB, Opmanager 8
Hi Adventnet. My question is about beeing able to tweek the performence a bit if the server allows it. I have seen in the Admin-> database settings. That you don't recommend to set the detailed statictis to more than 15 days or it will impact performence. But is there a diffrence if you use either MSSQL, MYSQL and how the servers hardware specfication is. I have a 2x Dual core with 2,4 ghz Xeon cpu and 4 gb ram. Raid 1 on 146 gb 15k SAS disks. So it can perform very nice. Would it be possible to
ServiceDesk Integration fails
I'm running OpManager build 8002 and ServiceDesk 7505. When entering the information into OpManager's Add-on Products section, the test is successful. However, the information is not being saved. Continued attempts to reenter the information yield the same result. I'm unable to lookup asset information from within OpManager.
How can I ONLY display a bussiness view?
I want to be able to only display a certain business view without any of the toolbars or anything else. How can I do this? Basically We are going to have this bussiness view showing our systems status
Reporting Discrepancies - 7205
I am attaching a couple of device reports that were run for the same period, same time window and mostly same devices (later report only had additional devices) but reported different metrics. "Critical devices..." was run today and "copy of..." was run the 1st of this month. So my question is how can there be discrepancies?! Thanks. ALSO - Another thing I just noticed is that when I check Opmanager for the running version it shows 7205 but when I look in the update manager it shows the latest installed
[SD7.5] Remote control
Why not to use something like VNC for remote control? Build-in remote control installs VERY slowly and does not ask for user permission to allow remote control session. Some free builds of VNC servers are very small, some have embedded HTTP-based viewer, and VNC is STANDARD. So if we already have VNC servers on our client computers we can connect to them with any VNC client from any platform. And VNC is cross-platform, so we can control Macs from PC, RedHat from Mac and so on
Feature Request
We are having problems when people submit a new ticket they will click the submit button several times, resulting in numerous copies of the same ticket. Is there a way to prevent them from click the submit button more than once? (other than resorting to violence )
Primary Key for Asset
The primary key of an asset is the resource name which is FQDN or the IP address of a particular asset as we know that an IT asset might be networked and might be not for example, if we have a local printer which is connected to a PC, SD will not be able to discover it via network or via Active Directory sometime, an IT asset is stored, on other word, it is not joined to the Domain nor network, so, SD will not be able to discover it. This will lead to an inaccurate data in the inventory system usually,
Quickest Web Browser
Firefox or Google Chrome?
Users - Requesters
Dear SD Helpdesk Currently in version 7505 there is the added ability to edit multiple user and move them from one site to another, is there anything in the pipe to have this function to move other settings? ie 'Requester allowed to view' field? moving them from one setting to another, or 'Purchase Order Approver' allowing for multiple users to be selected then hitting update to update fields to allow or disallow.
Sick of being ServiceDesk Plus QA?
I feel that our company has been very good about reporting any major issues. However I don't know if I have ever dealt with another company that requires customers to be 99% of there QA and testing. Is there anyone else out there who uses SDP that thinks differently or is everyone else with me that SDP Should hire more QA techs and get at least 50% of the major bugs worked out before releasing a new version. If you are not going to do this please do not force people to upgrade to the most recent
Survey Results
Can someone help! I've noticed that pur survey results have suddenly changed the order in which they are displayed, it is now totally random whereas before today they displayed in completed date order. This might sound trivial but its now impossible to identify the new surveyed results. We are using build 7505.
Ticket ID increment MSSQL
Hi We need to start ticket numbering at 30000 as we are migrating from an old install to a new one. What table in the MSSQL servicedesk DB do I need to edit to increase the counter? Cheers
Day Light Saving Time Patch
Hi, Day light Saving Time changes in 2007 will affect Java applications in the United States. This leads to improper reporting of applications, which handles time related data. Updated Java Runtime Environments contain updated rules to report appropriate time with respect to the time zone. US customers who are running build number 4104 or lesser are requested to patch the JRE. Please follow the below mentioned steps to apply the patch: 1. Make sure your Operating System is updated with Day Light
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