How to: create new request from SD mail or....?
Hi, everyone! I'd like to do next - when Maintenance Task request cant be done correct, technician must create new request with Incident type with a lot of information from Maintenance request (but not all). The easiest way, I guess, is to forward request to SD e-mail address and process it with Business Rules, because duplicate request takes a lot of time (tech should find new request, edit it, ect). But SD doesn't allow that. Of course, it possible to create new request, fill in all fields and
Content of Contract Name Truncated
When listing the contracts the names are truncated to about 50% of the total field width. This makes it harder to identify when the first block of characters are like another contract. Should'nt the entire width of the field be used, or even better have the columns widths made adjustable. Damian
Prevent edit on completed requests
Is there a method to prevent editing of completed requests?
Reports for Solutions
Is there a method of creating reports that will show Solution ID, Topic name and solution name? This would be extremely helpful for administrators and users alike Thanks, Greg
Words not understood by internal spell check left RED
This occurs in both the Solution and Ticket aspects of the product. You have to manually click leave-as-is on every word that the dictionary does not understand. If you do not it leaves the words RED even if they are correct. These red words are then saved to the call or solution and emailed to the user. Is this a known bug? Joe
Email requests not being logged
We have a very urgent issue that has just started When a requestor sends an email, the issue is not logged but the requester is receiving a email saying it HAS, but the request ID is an old id number? rebooting the SDP server resolves the issue, but the fault returns shortly after Any ideas, this is very urgent Running 7504
Users are unable to enter their phone number or department.
Hello, I'm nearing this application going live and it seems I just have one more small problem in the way. My requester can submit a ticket fine, but in the phone number and department fields, they are unable to type. The phone and department field is there, but they can't enter anything into it? With over 30 sites this is kind of important. Anyone else have this problem? Best Regards, Christina
User interface in different language
Hi, I thought that the service desk is available in multiple languages. Does it need to be enabled somewhere? Currently I can not see how to cnfigure it in a different language. We have office all over europe and would need to have different languages for each country. How can I configure the service desk? Many thanks,
remote control failure
FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,233,166,610,928. the machine is reachable from SDP, dns is working correctly,and I am able to scan from SDP.
Client side browser issue
I am beginning to get reports regarding client's browsers freezing up when attempting to log into the solution. It first started with just a few but now more and more issues are being reported with the site. Evidently, the issue is with IE6. I have not contacted any of our clients directly regarding this yet but I am sure they are experiencing an issue as for I have 20+ complaints. Has anyone else ran into this issue? Is it related to browser settings? Java? Client side firewall or proxy setting?
cannot add host that was P-V'd
i have a virtual server that was a physical box that i cannot add to ELA. the physical server had been removed from ELA before i tried adding the virtual machine. i have also gone through all the documented troubleshooting steps to add the host without success. all of my other vmware vm's were added without incident. has anyone else encountered this issue when trying to add a vmware P-V ?
Error updating to 7014 with MSSQL
Hi. i have SupportCenter Plus running ion a RedHat Linux Server, and the backend Database is a MS SQL Server 2000. When i try to update, the next message appears . ./UpdateManager.sh /home/AdventNet/Apps/SupportCenter Starting to take backup .... Backup operation completed java.sql.SQLException: User does not have permission to perform this operation on database 'supportcenter'. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781)
Exchange Reports
Mailbox "Disabled" Users Report with ability to delete and enable Jimme Quinn Ross
Mysql-nt.exe keeps crashing
Our servicedesk plus server has been crashing lately with a mysql-nt.exe error. After looking around i found this Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them in the event viewer. I'm also attaching a support file generated from within HD. We are running Version : 7.0.0 Build Number : 7015. Any help is greatly appreciated Thanks Erion
No Due dates on new calls since moving to 7504
Hi since I have upgraded to 7504 we have lost automatic due dates on new calls that have come in. The calls that where moved form the older version have retained there due dates but new calls are blank. I have checked the SLA's and they are all set with timings on each SLA...? They where working fine until the upgrade...
Abillity to send the content of resolution by e-mail
I want to send KB articles and resolution to a customer by mail. Now the customer have to log into the portal in order yo view a article or a resolution. How can I do this in Service Desk?
Purchase Order Approver
i am running build 7018 of servicedesk plus and have run into an interesting issue with attempting to approve purchase orders i have created. i have a 2 technician license. the purchase order approver for my technician properties is set to false and i can not change it. the other technician does have the option to be a purchase order approver. the other technician is never going to be approving my or any POs. when i was in version 6 i could approve my own purchases; since migrating to version 7,
Remove/Amend 'if others, please specify' template
Hi all, We have recently moved to using webforms, however, in the body of ours we ask for information to help with the request. So we have an 'Any Other Request' form. As with all things advised to do, people are not using this and using the 'if others, please specify'. This isn't ideal as doesn't ask for info in the body of the template. So... can we remove the 'if others' template or amend text in the body of the form? Hope that's clear? Thanks Neil
computers without dns
how to get thedetails of the computers lying in the bulit in groups without dns. poorani
Changing the ip address of a monitor
I have replaced my server on which I have apps that i am monitoring, with a new server (new ip and name) which is still running the same apps. How can I change the ip address in the monitor to pickup the applications on this new server? thanks philb
Process Java 100% CPU
Hi, I have got ServiceDesk 7.504. My problem is that the proces java is at 100 % CPU I use run.bat but after a few minute the process java is at 100 %. Thanks Arcocide
Unmanage and re-manage multiple devices with minimum effort?
Hi, We use OpManager to monitor some devices on our network that are only online for a few days each month, the rest of the time we have to unmanage them to avoid receiving tons of alarms polluting the system. The problem is that unmanaging (and then re-managing for the few days we need it) all those devices (around 100) one by one is a huge pain, so is there a way to do that for all the concerned devices at once? Thanks in advance.
Apache exception
Hi, I've got the error below several times. 19 Jan 2009 11:44:35:402 java.util.NoSuchElementException 19 Jan 2009 11:44:35:403 at java.util.StringTokenizer.nextToken(Unknown Source) 19 Jan 2009 11:44:35:403 at com.adventnet.appmanager.server.framework.datacollection.ApacheDataCollector.getCollectedData(ApacheDataCollector.java:243) 19 Jan 2009 11:44:35:403 at com.adventnet.nms.applnfw.datacollection.server.PerformDataCollection.run(PerformDataCollection.java:88) 19 Jan 2009 11:44:35:403 at com.adventnet.management.scheduler.WorkerThread.run(WorkerThread.java:68)
SLA Configuration Help
Hi, Just a quick clarification on the SLA Rules for SD+, According to the forums.... The server sends out SLA Notification mails every 10 minutes from server start. I take it that means that the server checks all requests, regardless of due by date and mails accordingly to the SLA Criteria specified? I ask because while attempting to set up some SLA rules, the mail notifications i am receiving in my test environment at times specified are not correct with the SLA Criteria. e.g If I set an SLA Normal
Send e-mail once
Hi. I am evaluating the OpManager 7, and when i configure the e-mail alert, i would like to receive just one e-mail for each alert. Today, I am receiving a lot of e-mail for the same alert (while the alert is not clear), every 5 minutes (for Server events for example). It's possible? Thanks and Regards Kleber
URL Monitoring: Some via proxy and some via direct.
I have a question regarding URL monitoring via proxy server. I have some sites that are external and require proxy server to get to them. Rest are internal http applications that do not require proxy server to get to them. Is there a place to configure proxy server per URL ? Also, I added a proxy server to monitor external links, now I cannot monitor internal network links that do not need proxy to connect to. I am unable to remove the global proxy server configuration via web gui. I cannot find
Custom scripts
Does opManager support custom scripts to automate network/server configurations changes? If the answer to the previous question is Yes, is possible to schedule daily scripts execution or run some scripts in answer to events/alerts?
PBM for add Exchange Monitor on a Hub Exchnage 2007 Server
Hello, I use OpManager since 6 month. I've installed two Exchange server 2007 on CCR and 1one like Hub and client server, and opmanager do not accept when I want to add the Exchange monitor on the hub server. Solution ?
How add SerialNumber on DeviceDetail for Windows device
Hello, I've WMi script that ask Serial Number. How add this information on Device detail tab ? Or in another place ? A idea? Here the script: On Error Resume Next 'R�cup�re les infos bios serial number '''''''''''''''''''''''''''''''''''''' Dim Bios Set objWMIService = GetObject("winmgmts:\\.\root\cimv2") Set colSMBIOS = wbemServices.ExecQuery("Select * from Win32_SystemEnclosure") On Error GoTo 0 Set colSMBIOS = objWMIService.ExecQuery("Select * from Win32_SystemEnclosure") For Each objSMBIOS in
When OpManager will support Avaya ?
When OpManager will support Avaya (Servers, PBX, IP office) via Device Templates ?
MGE UPSs support in OpManager7
Hi Gents, We would like to monitor our two MGE UPSs via OPManager. Can you please add those to the system ? Model: MGE Galaxy PW Single (3 phases) Model: MGE Comet EX RT (single phase) Both UPSs use the same mib database. We need to see UPS Load/UPS Status (remaining time/Voltage/etc) in the right panel as for APC UPSs. Mibs: download.mgeops.com/install/all_os/mib/mgeopsmib17_ac.mib OIDs: .1.3.6.1.4.1.705.1.6.2.1.2 mginputVoltage.1:3800 mginputVoltage.2:3820 mginputVoltage.3:3830 .1.3.6.1.4.1.705.1.1.1
Printer Servers that can be monitored by OpManager
Hi All, I need your recommendation what type / brand of Print Servers that can be monitored by OpManager? Some parameters that our expectation to monitor are print status, job queuing and etc. Do anyone have experiences with any kind of print server? we need some type of printer that can be monitored by OpManager regards, Ardi
Requester is registered twice
Is it bug or feature ? Step 1: New employee writes his first email to SD and registered there Step2: He logs in to SD web interface by his domain credentials and doesn't see his request because SD registered him second time as another user - and I can see his account doubled in SD requesters. Is it possible to avoid this situation or merge this doubled accounts as workaround ? PS It doesn't matter is requesters email set in AD or not...
a way to shutdown/restart certain monitors through a script?
We use OpManager's URL monitoring feature, and each time we push a new upload to our site, OpManager sends a URL-down alert, which it actually is down during the upload and OpManager's doing exactly what it�s supposed to be doing. If possible, we'd like to run a script on OpManager to shutdown, then a set period of time later, restart the URL monitoring, thereby stopping the URL alerts from happening because of the uploads. Because our uploads are also ran from a script, we could incorporate this
Build 7025 - Where has my WAN IPSLA gone ?
Hi, Upgraded to build 7025, reboot , now the WAN Monitors have disappeared and instead VoIP Monitors has appeared. Any Ideas ?
Assets "In Store" cannot change to "In Use&qu
We are currently running ServiceDesk Plus 7.0.0 Build 7003 but are still having problem changing the status of an assets from "In Store" to "In Use". When selecting the asset state In Store and click on the pulldown to In Use, the assign to user/department desappears and if I select In Store again and then back to In Use it shows the user/department but even if I select the user or department and click on Save nothing is saved and the records stays as In Store. These are discovered assets but it
SDP 6 Slow
After upgrading from 5508 to 6002 - it seems to be a lot slower. Any one else experiencing this?
Migrating only configuration settings to a new server
Hello Is there a way to only export the configuration settings for set up on a new server without having to bring over all the logged cases? I know when I import a backup set it brings in everything. Any clarification would be much appreciated. Regards, Gian
Request Custom Views
I seem to have found another perplexing anomoly in SDP. I am still configuring SDP before go-live (waiting for departmet/sites/regions to be fixed) and am currently creating views so that eg a technician can search for open projects on their group. I have had projects as a request type but then found that it did not make full sense as the priority matrix does not tie in with request types. I then found though that I could not create a customview on open projects because impact is not in the filter.
Connection Time to MSSQL
can you please provide me the query which test the connection time(ms) to MSSQL Server. Thanks roger
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