.xml files not importing
I have the upgraded 7504 version of the service desk plus. Right now, I can't even open up the help desk software in IE. I have to use firefox to view it. When I try to import the .xml file from a machine, it acts like its going to let me do it, then it just opens a blank white page and it says "done" in the bottom left corner. I'm as up to date as I can get with this software, so if anyone can shed a light on what to do from here, I'd appreciate it.
ServiceDesk Outbox
Is there internal outbox queue in SD ? Regarding to RFC server may not accept smtp connection when busy - it looks like SD doesn't retry to send ticket replies. If organisation uses Gmail (for example) it can be real problem because public mail services may have a little bit lower availability within SLA than internal mail server. Can you recommend some workarounds for this case ? Install separate mail daemon for SD ? - booo :|
Bug in count Unassigned request
Good afternoon. In itself in version 7503 has detected an incongruity in number of requests for unit. If to look in bookmark Home - Global View it is visible, what Unassigned - 5, but if to press on digit 5 (http://isd/DrillDownRequest.do? columnNames=Status, SITEID&columnValues=Open%23%24%230&viewName=Unassigned_System) that we get on bookmark Request and to us is visible- 4 Unassigned requests. Why there is a difference in 1one the requests?
Automatically closing requests after a period of inactivity?
Hi all, I've read posts on here that are almost what I'm looking for but they don't quite get the cigar. I'd like to automatically send out a notification to both the requester and the tech that the request has been inactive for however long and that it will be automatically closed unless its updated. Is this possible? Thanks, Mark.
Records count based on own SQL query in Application Manager8
Hello, I would like to ask if it's possible to create my own SQL query in Application Manager 8 and then create some monitor that would tell me (periodically) how many records I get as the result of this SQL query ? Thanks for answers, Boris
Unexpected Response Time in URS Seq.
Hi, We have several URL Seq for monitoring our web applications. Sometimes system displays high response time's that are not real. If we reset the AppManager Server then all webapps displays again the correct response time. Thanks a lot. Oscar Segarra
Custom reporting question
I'm doing the trial, and I have some mail servers piping syslog to your product. I created a custom report for showing me all the messages the mail server received with a particular domain. Unfortunately, the report when generated shows me each log entry in detail matching the keyword. Thousands of results returned. I was more hoping to generate a report like Top-n or something like a web stats report where you get a graph of total for each unique value related to your keyword and so on. I was not
Backup problem for Nortel BPS2000
Hi, I've got a backup failed message for a Nortel Business Policy Switch 2000. The software version of the switch is v3.2.1.05, DE version is 5210. This is the output of the backup process: c ^ % Ambiguous command. See '^' marker. MIL-ICI-L1#copy running-config tftp address 10.254.136.46 filename 310_ConfigFile.txt copy running-config tftp address 10.254.136.46 filename 310_Config $ng-config tftp address 10.254.136.46 filename 310_ConfigFile.txt %Generating ASCII configuration, please wait ............................................................................................
Escalation Alerts
Hi, I have two servers SRV1 and SRV2 with TSM service running on each: SRV 1 is in �Production� view SRV 2 in not the part of any View. I have an escalation: Enable this rule: YES Rule Name : Service_Down Rule Alarm with Severity: Service down category is: None Business View: production Not cleared within 20 minute(s) Exclude Acknowledged Alarms: NOT SET Escalation Email Details To Email Address bob@gmail.com From Email Address bob1@gmail.com Subject ESC $stringseverity - $displayName @ $strModTime
Seperate SD+ installation interactivity
I installed SD+ for the IT operations within our company approximately 12 months ago and just recently our fianance department wanted to do the exact same thing after the success of IT, they have now created a service desk to answer all financial queries initially from internal staff of which there are approximately 1800+. The situation I am in is that as many of our finance apps are inbuilt and have on occassions issues and with the 2 seperate teams on 2 seperate installs of SD+ we on occassions
How can I report on Request Type??
Please can you help. I would like to be able to run a report where I am able to see the breakdown of the Request Type field which consists of Fault, Procurement, Projects, Service Request. Thanks Sylvon
Table header value not found for key -  
Good afternoon. The request to help to solve this errors: [12:14:29:456]|[09-04-2008]|[SYSOUT]|[INFO]|[17]|: Error !!!. Table header value not found for key - | [12:14:29:456]|[09-04-2008]|[com.adventnet.servicedesk.helpdesk.workorder.action.WorkOrderColumnTransformer]|[SEVERE]|[17]|: Error !!!. Table header value not found for key - | and [12:14:29:784]|[09-04-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[17]|: DataAccessException occured while trying to fetch service
Last Login Time
I need a report that will show the last login time for any Domain Admin but in one report rather than individual reports. I see that I can run a real last login but its a pain if I want to run it on people in a certain group.
login time
To see last login time of a user Kennie Albritton
Exchange Attributes
Users with Forwarding Address, Show messages to both forwarding address and mailbox. Exchange General tab/Delivery Options Lance
User Management
Hello, I have recently buyed this software and I'm unable to set up some read-only user accounts. Would you please help me out? Ignacio Torres
OpManager - Availability Report - Detail Information
Dear Sir, I'm not sure whether this issue has been highlighted here or not. Is it possible for me to drill down to look for the exact time and date of a downtime reported in the availability report? If yes, how? Thank you.
Cisco interface descriptions and modifing alarms?
Hello, I am currently evaluating OpManager as a network monitoring solution. I am unfortunately unable to spend a lot of time with this product for testing at this time. I had a few questions about the product and was wondering if some people would be kind enough to answer my questions. Question 1: The network that this would be used to monitor is a cisco network. When I discover a switch and OpManager pulls the switch in, it lists the ports starting with the number 1 and goes on from there instead
Administrator rights
I've upgraded from Service desk plus 7000_19 to 7000_22 and now cant login with administrator rights. I could login before and now get a standard user interface with the administrator a\c. Any advice welcome. Windows 2003 server SP2 IE6 SP2 Service desk 7000_22
Assigning Group To Multiple Sites
Hi, I have approx 50 sites in my sd. The service desk is used by just one group, and this group needs to provide support for all sites. I need to basically assign a group to a request template and not have to depend on what site the requester is in. I have been unable to assign our group to all sites without manually going through each site one by one and adding the group so this is not an option. Is there a way to create a group and assign to all sites? This way, the solution could be that when
Erro - Update ServiceDesk 7_0_0_SP-0_22_1 para SP-3_0_0
Boa tarde, N�o consigo concluir o processo de atualiza��o da vers�o 7_0_0_SP-0_22_1 para 7_0_0_SP-3_0_0. O processo informar que ocorreu um erro e automaticamente desinsta-la esta atualiza��o. Segue no anexo o backup realizado antes de aplicar esta atualiza��o.
Howto monitor remote SMTP when ICMP and SNMP not possible.
Hi, I use a remote mail server which I would like to monitor, i have no control over the server and it's protected with a firewall so the only incomming port awailable is 25. I read somewhere that OPManager needs SNMP og ICMP for it to be able to monitor a device but I hope I can get around this. Can I monitor only port 25 on the remote mail server? Best Regards
Unable to restore back up
I took a backup in build 7019 and am now trying to restore it to build 7504. It fails to restore and I have to restart the server in order to start SD+. Any help would be greatly appreciated. Thank you, Michael
Problems with Firefox???
Hi, using Firefox 3.0.5 I'm getting the following message, while opening a technician: "Exception---->unterminated string literal". When I use IE6 it works fine ... We use SDP 7.5.0 Build 7504 Regards, Stephan
Remote Desktop Control Feature
In 7502 at least it seemed that having only View would disable access to the remote desktop feature. In 7503 this no longer appears to be the case as all my users are able to see and use this feature when any access is given to Assets via their Role. There needs to be an option to disable this function. I do not want my technicians using this or being able to use this. As well, it would be helpful to be able to configure this option so that it could use the built-in Remote Assistance functionality
Can't append Duplicated Requests via email
Not sure if this has been reported previously, but here is something I just found in Build 7011. I duplicated a request using Actions/Duplicate Request. I then tried to forward an email into the system with the ticket number of the duplicated request. Everytime it created a new request as if it didn't recognize the new ticket number as being valid. Has anyone else experienced this? Regards, Ken
Change Request for requesters
Is there a way to allow a requester to log a change request. Can I allow this if I create a template?
Change Request Template
I want to add in the Requester Details section of a Help Desk request what Location or Site the requester is from. I am running ServiceDesk 7.0.0. In Requester - Additional Fields I have filled Label 1 with the Title being Location. Set it as a Pick List, and put in the values I want the users to select from. Now my question is, how do I get a Location field put on the Template, under the Requester Details? Also, can I create a report using the Location field I'm trying to create? Thanks for any
PO Approver can't approve...
When a certian user is set as the approver for a PO, and the email is sent to them, they are unable to approve the PO. When they click on the link in the email they get, "You can't approve this PO!!!" Thats it. Other requestors that have been assigne the Purchase Approver role can approve PO's with no issue. Any ideas?
Requesters Import, Failed... Bug report
Hi, I am trying to import users from AD. Service Desk 7503 Windows Vista SP1 32bit = Firefox 3.05 = Enumerating Organizational Units in Domain It takes about 10 minutes to generate the list, and a Ctrl-A followed by a Ctrl-C on this import page shows that the list is being stored as hidden text on the page itself. The browser uses almost 1gb of memory during this operation. This may be the cause of the slowness on large lists. Importing I notice the import stays at 0 and doesn't move for hours. No
MAIL FETCH STOPPED
Mails are not being fetch from exchange server 2003.This is what I did to solve the problem. Admin>Mail Server> start fetching and it didn't work. please help
Config change report
Want to know if a schedule a configuration change report and add the devices in the schedule. Will the report contain config of all the selcted devices or just the device who config has changed. Rgds Satish
Extreme Backup
Hi, We have a problem with Extreme Backup. DeviceExpert send the command "upload configuration" to devices. ExtremeWare/EXOS it changes the time on top at the file when the command is applyed. look below swtc31:2 # upload configuration morbid-mobile swtc31-a swtc31:4 # upload configuration morbid-mobile swtc31-b no configuration changes root@morbid-mobile:/tftpboot# ls -l total 80 -rw------- 1 nobody nogroup 40032 2009-01-08 10:20 swtc31-a -rw------- 1 nobody nogroup 40032 2009-01-08 10:21 swtc31-b
product quotation
Dear support, I want to get a quotation for Device Expert, netflow analyzer and firewall analyzer i want to install these servers in four sites in different regions. should I buy 4 licenses for each product? or I could buy a multi installation license for each product. i have tried to use the online get quote link but it opens with errors so i didn't find any way to contact but through the support forum. my maximum requirement for each product is as follow: device expert: 100 device license netflow
JVM exited unexpectedly
Hi everybody, I have a problem starting the Netflow Analyzer. It fails to start the mysql Server STATUS | wrapper | 2009/01/14 09:14:50 | Launching a JVM... INFO | jvm 5 | 2009/01/14 09:14:51 | Wrapper (Version 3.1.1) INFO | jvm 5 | 2009/01/14 09:14:51 | INFO | jvm 5 | 2009/01/14 09:14:51 | This copy is licensed to INSERM INFO | jvm 5 | 2009/01/14 09:14:51 | INFO | jvm 5 | 2009/01/14 09:15:39 | Trying to start MySQL server failed ERROR | wrapper | 2009/01/14 09:15:39 | JVM exited unexpectedly. FATAL
WL 9.2.2 monitoring
Hi, I am using the out-of-the box WL monitoring solution from AppManager 8. It is showing ok some information like "JVM Heap Usage for last one hour" , "Session Details of Web Applications" but it is not showing me the one i am really interested in: "Connection Pool" Could perhaps help me to have my Connection pool monitored for my app servers unde rWL 9.2.2 ? Let me know either way. Thanks. Malik Malik
Configuration change report
Wanted to know if I schedule a configuration change report do I get the report for all devices or just which I have added in the schedule or just the devices whose config has changed. Rgds Satish
Availability alert not coming
Hi, we are monitoring 50 windows server 2003 by using Apps manager build no.8200. Earlier it was working fine but from few days it is not giving any alerts when our monitors goes down. Abhishek Kumar
Multiple sites for a single requester in SDP 7.5?
We upgraded to SDP 7.5 upon its release a few weeks ago and really like the looks of the multi-site features, except for a couple of issues. We are a centrally driven organization rather than a distributed organization. So, all of our Technicians are located centrally, but perform services for all of the various sites. So, rather than using sites for physical sites, we defined a site as a team offering services through SDP. Our IT Team, Web Development Team, HR Team, etc, all are "sites" within SDP
SMS gateway problem
Hello We have just buy a new sms gateway Wavecom Fastrack Supreme 10 with rs-232 interface and we would like to use is in Application Manager but when we try to configure the sms server it says MODEM IS NOT CONNECTED PROPERLY ,, Check your settings. We have the declared the right com port but nothing. In addition i have tried to connect also with a profilic usb to serial cable but again nothing. Finally from hyperterminal i can communicate with the modem. Please advice.. I am looking forward to hear
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