Report Filters
How can I find out what filters are in place on an existing report? Since I can't edit the report I can't get to it to change and the report view doesn't show this. Help is appreciated.
Lost select box on requests tab
Hi All, Just upgraded My Service Desk to 7.5.0 and have lost all all select box so that I can select multiple requests and merge , assign etc. Can someone advice how to get them back ???
Move local Mysql to Standalone SQL
I performed a backup of my ServiceDesk database to migrate to standalone server running MySql when I performed a restore I received the following error. Error while executing this query:CREATE TABLE `slaescalation` ( `ESCALATIONID` bigint(20) NOT NULL default '0', `SLAID` int(10) NOT NULL default '0', `LEVEL` int(10) NOT NULL default '0', `STATUS` tinyint(1) NOT NULL default '0', `ESCALATETOID` bigint(19) NOT NULL default '0', `ESCAFTERDAYS` int(10) NOT NULL default '0', `ESCAFTERHOURS` int(10) NOT
How TO change syslogservice port (UDP 514) on OpManager ?
How TO change syslogservice port (UDP 514) on OpManager ?
Default Request Template Issue
we have created 3 level request categories: Category Sub category Sub sub category By default, the default request template just have "Category & Sub category" fields. Hence I want to add the �sub sub category� into it . But we can not find a way to automatically create the drop down list for the "sub sub category" depending on the choice of �category� & �sub category�. Can you help? PS Support Team: we are with the latest version of SD+.
packets received graph
Could you tell me why the packets received graphs are noted in decimals on the y-axis. Why is it some of the graphs are similar and some very different.
reports
Hi - is there a way that we can get reports scheduled to occur every two weeks? There does not seem to be an option to do this thanks in advance
Reports problem all devices
Hi! Running opmananger 7205. When I create a user and give him rights to his business view and then log in as that user and go to reports and "all servers availability reports" then all servers show up even if the user hasn't any right to those objects This started when i upgraded to the new version. Any suggestion what I can do to prevent the customers to se each others devices? /Robert
Approval Needed for Request Template
Hi There, I am setting up a particular Template for a request that needs to be approved before we can action the request. Can anyone tell me how I go about setting this up please.
E-mail notifications
I am having problems with notifications being sent to group members when a request has been added to their group. I do not have it set through the notifications as not everyone wants to get this but through the groups menu where you can choose who gets a notifications. I can forward requests and reply to users just fine which tells me the mail settings are correct. Please advise.
Time resolution based om PRIO or LEVEL
We a req. is comming we give it a prio level. For example prio 9 is low so the end date can be 5 days for a solution. Prio 1 has a time of two hours afther that it has to be escaleted. is this a option in SD?
Add URL Sequence
Hi, I'm trying to add a sequence to a previously defined HTTP-URL Sequence monitor but can't find how. It seems that once the URL sequence has been defined, there is no way to add a sequence. Cheers, -- Ali
AD Import - Devices not being added!
Hi I am running v7504 and have noticed that not all devices in AD are showing in servicedesk. I have tried manual import/scan, set options to automaticaal scan and update but still devices are not being added. Not sure if it is related but last week i had an issue with OU importing but this is working again and i can pick up new requesters from AD. Do you have any explanation for this or better still a resolution. Thanks Mike
Remove web pane from right of 7205 screen
We are running the trial version of OpManager 7205 and are getting annoyed with constantly being asked for the proxy settings in order for every page of OpManager to connect to the internet. Our network does not have access to the internet, and we would like to remove this pane, or somehow disable it as clicking cancel every time the screen changes is getting very tedious. Please advise on how to get around this
SDP 7.5 Released
Hi Users, SDP 7.5 has been released. For further details regarding the release, please refer to the following post http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= regards Shanmugam PL ServiceDesk Plus
Merging reply email to original request
Hi, We are using SD 7 and I don't know if we can allow users to merge their reply emails to the original request. If this is possible, can someone show me how to do this? Thanks, tony
Templates fro Requestors not allowing drag & drop of fie
Version 7.5 I have a template I have created in the requests form and when I go to the requester tab it has greyed out all of the drag and drop fields so I cannot add them to the form at all. This was on a previous issue I lodged but the 7502 patch did not resolve it. Can anyone tell me what is going on here? Thanks. Brad.
DueBy Time
Has anyone experienced some unexpected behaviour with the DueBy time being set? I seem to be seeing an issue where the DueBy time is set to an after-hours time (ie. 11pm), even though the SLA (if it exists) says Only Within business hours. Would it be possible clear the Due By time?
Forwarding / Attaching Solutions
Hey Hey, Would it be possible for a direct link to the Solutions Article to be included when both attaching a solution to a request or forwarding directly from the solution? This is an issue, as required files may be attached to the actual Solution, and the customer would be unaware. Additionally, indicating that there are attachments would be appreciated as well.
Ghost monitor causing alarm flood
For no reason a APC UPS Monitor (or something in opmanager) starting sending snmp reqs to UPS with bad credentials at 1am Sunday night. The UPS sends emails to me saying so " System: Detected an unauthorized user attempting to access the SNMP interface". Strangely the UPS monitors still collected stats. Tried everything. Now deleted monitor. many Fixdb and Reboots. See firewall traffic suggesting it is opmanger as same port number for all SNMP reqs. Server has no other SNMP software on it. Still
Manage Juniper Product
Can the Service Mesk Plus manage Juniper netscreen Firewall SSG 350 product and Juniper IDP
Blank login page then LDAP Authentication is enabled
Hi I'v just installed version 7.5.0 Build 7504 and trying to enable LDAP Authentication but then this option is enabled I'm getting only blank white page instead of login page. If it disabled then everything is fine. how to debug it? where any logs are stored?
Approvals
Hi Is there any way to set up an Approval Request to include any previous approvals? Example: I have a ticket that needs to be approved by two people (Person A and Person B). I have the following process. 1. Ticket is sent to Person A. 2. They approve it. 3. Ticket forwarded to Person B for level 2 approval. 4. They approve it. When I send the ticket to Person B can I make it so that the Approval Request shows that it has been approved by Person A? I'd be very grateful if you could give me a quick
Help with auto-escalation
I need help setting up the auto escalation feature. I've tried b ut it just doesnt work! I know i've setup the incoming mail settings correctly because i see requests sent via email, but i'm not so sure about the outgoing email. When i try send a mail to a technician it fails...also when tickets are due and they are supposed to be escalated, they are not. PLEASE HELP URGENTLY!!!
How to interconnect 2 installations of ServiceDesk Plus
is it possible to set up 2 independent installations of SDP, so that they can exchange, eg. service requests between them? We have 2 installations of SDP in 2 countries, but sometimes an incident that is originally logged in one country, needs to be forwarded to the other country for further troubleshooting and investigation. How can this be achieved, without having to re-enter the incident and to ensure that both helpdesks are uptodate with the progress of the incident?
Rsport of Open Requests by Group
Hi, I was wondering how to do a report of Open Requests broken down by Group? Cheers, Todd
request templates
Hello - I have just upgraded to the lastest release (7504) and all is ok except that all my call templates have lost the default resolution field. So now when we click close it always makes the helpdesk staff type it in again!! Kind of annoying when you are reseting passwords throughout the day. Have looked at the templates and cannot see how to get these back.... Can someone please let me know.... I do hope you haven't removed this feature!!?? thanks Peter
Importing assets
Hi Is it possible to import assets from another asset management product? (i.e Hardcat). Hardcat exports assets to a text file. This would be mainly for non-networked equipment such as monitors, printers, etc. We are still running 7.0.0 (7022) but plan to upgrade. Is 7.5.0 (7504) much different than 7.0.0 (7022) in this area? Graham
Request Generation
We have an email that we do not want genereate a request. Any suggestions would be appreciated. Thanks is advance!
Barcodes
Hi, We are in the process of setting up a new asset tracking system using barcodes. I have scanned all barcodes and want to import them in to SD. However, doing this creasts new assets. How do I import the barcode inforamtion to assets that are already in SD? Any help is much appreciated. Sharlene
Asset import fails to link Owner against requester
When importing assets via cvs the owner is not linking with the requesters, instead the import creates another requester identical the same! any idea why? this use to work before 7.5 was released.
Approvals
Hi Is there any way to set up an Approval Request to include any previous approvals? Example: I have a ticket that needs to be approved by two people (Person A and Person B). I have the following process. 1. Ticket is sent to Person A. 2. They approve it. 3. Ticket forwarded to Person B for level 2 approval. 4. They approve it. When I send the ticket to Person B can I make it so that the Approval Request shows that it has been approved by Person A? I'd be very grateful if you could give me a quick
Restoring DB
Hello i have to test the restore of the db from a backup. made a scheduled backup yesterday eavening. today i did import several 100 users and some resources. after that, i did stop the pmp service and did start the restoredb.bat. E:\PMP\bin>restoreDB.bat e:\PMPBackup\db\Backup\backup_090222-2001.zip Going to restore database. This operation will take few minutes, please wait.... ..E:\PMP\bin> this operation did complete in a second... after i started pmp service and still all the users and resource
Select all requests....
Hi I have a problem with some of my users.... They sometimes select all requests instead of only the first request, and the press the delete or merge buttons.... Will it be possible to make a option to remove this "Select all requests" for special users? Or just have a warning dialog, to check when merging or deleting multi request? Thanks. Regards MPJ
help me, Support Center
Im using Support Center but i dont can sent email. My email is gmail. How do i get mail from Gmai server to Support Center. Please help me. Thanks
downtime scheduler not working(?)
I am a new user of this monitor: I have 2 downtime schedulers configured for 2 test and 1 prod url monitors. The prod one has a 23:50 start and a 07:00 end; the test one has a 19:45 start and 07:15 end - both are "daily". The downtime schedulers are associated with the correct monitors but the monitors still light up red during the scheduled downtime. This seemed to be working last week for at least a couple of days. IS there anything else I should be checking to set this up properly? thanks, Steve
OpManager 8 and Disk Queue Length
I have been previewing the Beta of OpManager 8 and noticed that disk queue length is now included as a WMI monitor. Problem is, there is no way to target the monitor on a certain volume. When I apply this monitor to a server, is the value that an average queue length of all the fixed drives? Would be nice if it would prompt you for a fixed volume like some of the other WMI thresholds do.
SLA Escalations
Could someone please esplain SLA esclations? Is there a way to have the requests change technician queues after the violoation? Or does it only e-mail about the SLA violation? Thanks!
using the LED Panel display for our application
Hi, Thanks for my previous posts. Now I am having the requirement, by using the LED(which will display in Client status bar, right now it is enable in clientparameter.conf file and not displaying anything i.e means the blinking area is white color) user has to know that some work is pending. can I able to use one of the LED display area to my usage. if so how can i use them? (please give the example) And another one, can i able to change the background color of the LED Panel, from black to grey?
How to trackReponse Time?
Hey Hey, Is there a method to report on original response time of a logged request? I believe currently the Responded Time only indicates the *last* response. We would like the ability to determine Response Time (initial) for our SLAs. Thanks, Matte
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