Migration to 7.5
I tried upgrading from 7.0.0 buld 7022, and it broke my install. The patch fails showing the following error: "There are no primary or candidate keys in the reference table"... but there's no lines in the log file. Please help me.
Problem with changing the request customer info
When a customer have sendt e-mail to the sc+ and admin would like to change Name of contact customer name, add phone, and mobile no,the sc+ gives an info that :contact with that e-mail already exist. To be able to add the contact i have to remove e-mail address When checking for merging the 2 contacts i can only find the one that i put in. Any clue
Map NBAR activity to IP address
I've got NFA 7 Pro, and I can't seem to get it to tell me which IP is using eDonkey (for instance). Am I missing something, or is that functionality not in the application. Thanks, Bamf
Business Rule based on GROUP
I can add/save a business rule which the criteria based on the field group and add a action. But when i review the rule, there is no criteria. Any idea?? Thanks for help
Java Heap Space problem
We just upgraded to 7.5 build 7504. For the most part, everything is working okay, with the exception of one major problem - the system constantly crashes when trying to run a scheduled domain inventory scan. It throws "java heap space" errors and "out of memory" errors. See the following relevant section of the log file: [10:39:52:108]|[02-25-2009]|[com.adventnet.servicedesk.asset.discovery.IpUtil]|[INFO]|[21]|: Java PING Result for the workstation : DENNYS-XP. Result of ping : false.| [10:39:52:108]|[02-25-2009]|[com.adventnet.servicedesk.asset.discovery.IpUtil]|[INFO]|[21]|:
Missing resolution in request templates
Wow, it's been quite a while since I've posted here. Just been far too busy. Unfortunately, I'm moving to a new job a week from now, where we won't be using ServiceDesk Plus. Anyway, before then, I'm trying to get the upgrade to 7.5 installed and tweaked. I upgraded 7022 straight to 7504 on my test box without incident. However, there now appears to be a feature missing in the new customizable request templates. I can't find any place to pre-fill a resolution. I checked the database, and the resolutions
Business Rules Criteria
I want to put the following criteria into a Business Rule: Match ANY of the following Description contains office Description contains word Description contains excel ... but it only seems to store the last one. How can i get it work. Actually i'm using the build 5003 of the 5.0.0 version. Thanks!
Request due date disappear after apply to 7504
Hi, How can I get the due date back while received a new request? I understand there may have some changes, but I cannot find out how to set it back. Please advise. Regards, Carmel Lee
Business Rules - Events and Actions
Hi all, is there any time schedule for the availability to create business rules based on the event request updated in detail which field value was changed and to define actions like modify the request automatic and/or send email to requestor etc. Currently we are also not happy about this one: A request need modifycation by a support rep. For each field modification the system create a mail to notify the customer. There is no way to handle to modification as a total process and send a mail notification
Consecutive Polls Count
Hi, does the consecutive polls wait poll interval or it makes those instantly ?
Request Templates - 7.5
Hi, We have recently upgraded to 7.5 SP3 from 7022 and we are having some issues with the way Request Templates now work. We used to have several templates configured which allowed us to quick open and edit a case applying the correct categories and a default resolution. However on 7.5 we cannot find a way of apply a default resolution to a template. Anyone managed to do this? Kind regards, Barry
SLA notification rules
Hi, Please can some assist me. I am trying to setup the SLA notification rules but after finalising my template I cannot find where to enable it and put myself as the contact. I wish to have the system notify me 1hr before any call is due to breach. Thanks Jersey IT
Configure Jump To
Hi! We also running AD Manager, where do I configure this so When I'm working in servicedesk I can directly jump to AD Manager?
Device rule file format
Hi, May I know what is the format of the file to be imported into the Device Rule Info section? I tried to import the rule file extracted from checkpoint firewall but it does not recognise the format. Is there any example format or converter that can convert the rule file to your supported format ? Thnx.
Problem with monitoring UPS APC r5500 rx
I am new here. I am testing for now version 7.2 of opmanager becuase i had problem with installing 8.0 so i did play adding servers and etc but having problem with ups i did setup snmp on ups hp manager modul and when i test it works but no data on opmanager i try thru bin to test oids but error. what can be wrong.. i do use 7.205
Segement Solutions by access level
We would like to have some solutions in the Solutions area only be viewable by Admins, other only by what location they are in. Is this possible?
Group notification settings are not saving
I'm having trouble with getting some group settings to save. I want to enable the e-mail notifications to technicians within a group when a new request is added, and also when a request is left unpicked in a group. But these changes will not save for any group except the default group. I get a notification that the changes saved successfully, but when I look at the group settings again, the changes are gone. I am on version 7.5.0, build 7504. If anyone has any ideas or has encountered the same problem,
Eventlog Status Clear Notification
Hello, in the eventlog rules there is a rule that called "Created printer". I use this rule to get the information that a printer was installed on this device. I get an alarm that the severity of this device is "Attention" and also i get a email notification. Now I must clear the alarm that the status of this device will go back to normal, but we don't want do that, because the installation of a printer are no error. So I changed the severity from Attention to Clear. After this change I get no email
Category listings
Hi, we currently have 5 different teams that all use service desk to log calls etc. the main problem that we seem to have is that there does not seem to be an easy way in which too separate out the different categories for each team. Is there a way to create a 4th tier in the category lists? so the first level can specify which team and then drop down to there own relevant fields. Thanks David
Java Exception in Logs
7504. I found the following in our logs this morning. A technician user logged in and then tried to pull up a ticket 20 minutes later and got the message that it was outside their scope. When they closed this and went back to the Request List they were logged in as "unknown". The error: [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[25]|: ENCODING : Setting Credential details in session for Sue Lastname| [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[50]|: java.lang.Exception: Stack trace| [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[50]|:
New Release
When is the next release coming out? Do you have a sneak peak of new features if any?
Unknown Sender
Hi, In my anti-spam I have received several emails from my server AppManager for an e-mail unknown, he is trying to send many emails to the address jjjmacedo@gradualcorretora.com.br, but is not registered in the tool, please, how can I find where this email is configured beyond the GUI, because in GUI this email is not configured. Grateful Junior Toledo Junior Toledo
Cannot add any new products to SD 7.504
Last night we upgraded from 7.019 to 7.504. I have just discovered that I cannot add any new products. When I try, I get the following error: FAILURE :Problem occured while trying to get Software. Couldn't perform action on Products. Please report the problem to the system administrator, with the Error Code - 1,235,667,224,017 Can someone please help me on this? It has our asset management process stopped cold in its tracks.
Creating custom reports
When i create a custom using firefox i am unable to select a value for criteria in advance filtering. I click on the field and nothing happens. it has an icon for picking values adn clicking on that does nothing. Anyoen have a suggestion?
Changing details of default Admin technician
We are licensed for two technicians but would like to edit the default administrator login name to one of our own. can this be done? thanks
How disable certain alarms in OP Manager 8
Loaded OPmanager 8 running on SQL 2000. Only problem I have is that I get Alarms such as the following.. Server AAAA Data not collected for DiskUtilization:Error: Request Timed Out Server BBBB Data not collected for Win-MemoryUtilization:Error: Request Timed Out I need to know how to disable these alarms being displayed. Other thing, When our company bought your software, the guy that first installed it and registered under his e-mail address. Is there a way to register it under another e-mail address
Error updating account settings
Hello, If we try to update information for a certain account we get the following error (even under administrator) ============================================================ FAILURE : Error while updating the customer details. Please report the problem to the system administrator, with the Error Code - 1,235,411,448,640. ============================================================ Anyone any idea what could be wrong?
Request template bug
hi i have an issue with request template creation. by steps: 1. i`ve created a new template and added some words into subject and description fields. also i set a category (printer for example) 2. press Save and close request - it`s OK 3. open template again - fields and subject and description are empty and category field is "choose category" state 4. if i login to system as regular user and create a new request from template then i see filled subject and description fiels as it should be , category
How to handle alphabetical fields?
I'm sure I'm not the only one to find this aggravating. My Urgency drop-down reads: Critical High Low Medium Since I can't sort these values in terms of their relative weight, how are others handling this? Putting numbers at the beginning of the value? Using "normal" instead of "low"? this really causes problems with my priority matrix...I ended up putting the values in a spreadsheet so I could sort them out correctly. I have the same problem with custom fields that include numbers, like memory requests:
Grouping multiple scanned software assets as one
Hi there, I am a new user to SDP and am using version 7.5.0 Build 7504. Is there a way to group multiple software assets as one group/ item for example; we use an Adobe package called Creative Suite which contains more than one application (Acrobat, Photoshop, Indesign etc). all the applications end with a suffix of CS4 (e.g. Adobe Photoshop CS4 and so on). we would like to view them as one group and be able to drill down and view the sub applications in the software assets sections. any help would
Business rule do not work
Hello, i created Business rules to assign requests to technician or groups based on words in the subject- but they do not work. It worked in older releases, but since update to 7.5 it never worked. I have created the Business rule in the default and also in the site where the requester was defined. I am Using SD 7.5.0 (7004). I see this error in the log: [06:00:39:810]|[02-26-2009]|[com.adventnet.servicedesk.mailutils.MailInterpreter]|[INFO]|[39]|: HeaderName : From, headerValue : user@test.com|
Monitor for SunOne application server and Informix DB?
Is there a monitor for SunOne application manager and Informix DB from IBM in development? Fredrik
Report Help
Hi all, i want to write a custom report but so far am banging my head against a brick wall Crying or Very sad basically, all our tickets are logged by the helpdesk at the moment at then I assign the job out to techs - I wanted a report showing: 1. The tech that it was assigned to not logged by, 2. The Status of the ticket, 3. The amount of time that the tech has had the ticket/how long it has taken to close. Any help would be much appreciated Thanks Phil
Dlink Firewall
Is it possible to use this software to monitor logs from a DLink DFL 700 firewall? If so how do I set it up to do this
View request: previous and next link
1) filter the list 2) open a request (Request>View Request) It would be nice to have a "previous request" and "next request" link to easily view the details of the next request in the filtered list.
Minor issue: Leading carriage return in HTMLAREA on Requests
As is evident with the following notification template: ---------------------------------------- SUBJECT: --------------- $Title DESCRIPTION: --------------- $Description ----------------------------------------- The HTMLAREA form box is inserting a leading carriage return into the $Description field. View the output of a sample email notification below. SUBJECT: ----------------------------------------- This is a test subject DESCRIPTION: ----------------------------------------- This is a test
Configuring PMP for two groups
I'm having trouble creating a good setup for our new PMP installation. The case is that we have 2 groups, the systems admins and the network admins. We want both groups to store their passwords in PMP, and only have access to their own passwords/resources. We don't want to bother people with sharing their passwords, and we want to make sure that ALL passwords are accessible by users in the same group (as all passwords in the system are owned by the company. We won't allow personal passwords to be
Trying to track software installs
I'm trying to find out how many workstations have a particular software installed. Please help
Starange increase number of request
one week ago it was normally. requests come one by one - 1401, 1402, 1403... but now numbers of requests increase randomly - 1600, 1807, 4502, 6443... what is this? what can i do?
Opmanager v7 MYsql
Hello, I have query regarding MySql DATABASE, i have install opmanager with licence 1000 device ALL is install well with version 7205, Now my problem is i have installed opmanger on the server where it it is 50 Gb available space i have like 800 devices on the network with more then 20000 interfacecs. so i have configurd LUN 300GB "SAN" disk for my server now i want my aplication to save the database to this disk and not on my local server. how can i map my aplication so that it can save data base
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