Completed Requests by Department Report
I am running this report to determine the departments within our business that are sending requests, however each month about 30% of reqests are coming up as Unassigned, however if I check AD and the Department field of the Organization Tab, and they are all fine. Help this is annoying me, because I have to manually check 700+ supposedly unassigned requesters and add them to one of maybe 50 offices before repoirting to the CIO, whereby we charge these departments based on usage of SD+ and IT services.
Populating custom field pick list from file
Hi all! We are evaluating SDP and we would like to populate a custom field we defined for the resources and the workstation with a list of values (in the hundreds). We did not see any way to import the values from the admin panel where the custom field is defined. As we don't obviously want to enter them one by one, we were trying to find where the list is stored in the database. We have found the schema for most of the main object's category (from the query builder in the Reports section) but we
ServiceDesk+ and SupportCenter integration?
Hi I�m currently reviewing both SD and SC. Our business requirements actually span both products. We like SC for its good functions for our customer help desk to address our customer�s needs, but we lack the much appreciated ITIL framework. It also contains a good customer web portal. SD on the other hand covers most of our internal needs with a good ITIL framework but lacks any possibility to use it for customer support. Our customer support works closely together with the infrastructure team and
Mail Fetch Issues - New Tickets not being created, etc
Running 7.0.0 Build 7011 Service Desk Plus Recently ran into an issue with the Mail Fetching. There are 2 issues but they seem to go hand in hand. When an email is sent to the mailbox that ServiceDesk monitors it will grab the email, and then send a notification that a ticket has been created but the ticket # it provides is an old ticket number that has been used, and when we view the old ticket # the email that it grabbed wasn't added to that ticket, but it just seems the email goes into a void.
Converting number to date time
Date and TIme information is stored in MySql as a number. Does anyone know the formula for converting the number to a dateTIme format. (i.e. 1186673131671.00 to mm-dd-yyyy, XX:XX AM)
Data Storage Duration
Hi, Can you please tell, with the NFA 7 Pro (Build 7002), for how long are the Raw data and Aggregated Data (tables) stored? Thanks. Sincerely, Sourav
Monitoring Multiple Hard Drives
I searched through the forums for an answer to this because surely someone has already asked but I can not figure out how to monitor multuple hard drives on a single server with OpManager. I would like to use WMI and have OpManager have seperate alerts to let me know if the C: or D: or E: are nearing capacity. 3 seperate alerts. By default, OpManager seems to sum the drives together or maybe this is a WMI limitation. Thanks in advance for any advice.
Pinging Multiple IP Addresses simultaneously
Could anyone tell me if & how it is possible to ping multiple devices on private networks simultaneously in Opmanager. At the moment we can only ping these devices individually.
Searching a duplicated request number
When we merge 2 or more requests that are similar or the same, we are not able to search for the request that has become the child request, only the parent request number. The customer can click on link that has been sent to them by SD+ and request opens though. Is this for a reason, or am I supposed to enable something in SD+?? Let me know
We tested a OPM in Win 2003. but the screen is no display.
Dear all, Test environment: 1. We installed the OPM Server in the Win 2003 server. 2. OPM server ip is 192.168.10.13 3. remote computer(ex, WinXP) ip is 192.168.10.5 At the Win 2003 server, the screen does not apper. But at the remote computer, we successed about it. We attached screenshot file. We not understand about it. We want to solution. Thank you in advance. Ko Young Suk
Search Source Address
I have several IP groups setup, when I go into one of these IP groups and select "More Reports" then Search, and search for a source IP address which is within the range and is generating traffic nothing is found. If I setup another IP group on this specific IP address it works fine. I'm using NFA 6.1, I thought I used to be able to search for specific IP's within an IP group, not sure what's going on.
NFA 7001
Has anyone else installed NFA 7001, upgraded from 6100, on a windows 2003 R2 SP2 server. If so are you getting issues with the storage management settings. Problem i get is when i click on the product settings > storage settings tab, it says that it is "Unable to find the free disk space" . "Send email alert" is set to 10% but is greyed out and "auto delete when disk space" is set to 5% but is greyed out. This function does not work, and i am always running out of disk space, i have to manually delete
upgrade from 6014 to 7018 and move to new server
hi in the last week i build a new server to move service desk 6014 from an older server to this new server and then to test the upgrade. the move from old to new server on version 6014 worked fine. i ran into a problem where some of my asset names were too long which caused the upgrade to version 7 to fail (service desk support helped me out with this one, thank you!) after modifying the asset names i upgraded to version 7 and then to 7018 (just read 7019 came out ) and this is now working and am
Tomcat Monitoring - Application Summary History Report??
I use Application Manager to monitor Tomcat services. I saw there is Application Summary for each application name, and it can show application performance and session details in last one hour. However, I can not find any way to display the same report in last 7 days or last one month. How can I get each tomcat application's perofrmance and session history data (last 7 days, or last 1 month)?? Thanks.
csv file for bulk import of monitors
Hi Recently I updated Appmanager and I found a difference. Is a curiosity. In version 8100 you can download a sample .csv file for bulk import of monitors. But in the new version you can't. The information is given in a tab in html format. Why? Is a bug? where i can download the csv sample. thanks Danielsam.
Yearly closed report by month
Hello, I would like to create a report that shows a bar graph per month, showing total number of tickets closed for the month. There should be 12 bars. Im not an SQL person, and I have tried to do it through the GUI, but I cant figure it out. Anyone wanna help? :-) Thanks! ben
false positive: system down
OS Type & Version Windows 2003, 5.2 Working Directory D:\Program Files\AdventNet\ME\AppManager8 Start Time Sep 2, 2008 10:15 AM Build Number 8303 Service Pack 3.3 Server Port 9090 Installation Type Standalone Load Factor 0.2 We have two problems already: 1) I�m getting false positives over windows server�s availability: System is Down. Ping test failed. (NOT TRUE) 2) I can not get the process list of a windows server: No Processes is running in the Host. How can I solve this? Thank you Iris Silva
Move objects from built-in computer OU
Ability to move computers from the built-in computers container in Active Direcotry amartin
7019 will not install
Hi, We're running 7018 and attempting to upgrade to 7019. The upgrade will go through what appears to be the entire process - it takes a while - and then with no warning will throw an "error - uninstalling." I'll paste the log file below but it doesn't seem to be of much use. What's (potentially) worse is that the product will not start up after the failed install. The startup seems to never finish "Application layer started," although the progress bar (well, the periods that display) continues to
Notification Rules after Update
After the Update 7018 to 7019 the notifications are not working. Is this normal? This is a very Urgente matter our technicians and requesters aren't receving any mail's from helpdesk, only thoes "forced" In the Request then Reply the Technician.
Problems with Survey
Hi, I am running 7019 buid of SD+ with IE 7 Regarding the Surveys we have the following problems and questions: 1. How to insert an space between welcome and the username?! I have seen other threads regarding this issue and no workaround or fix found. It was supposed to be fixed in one of the previous hotfixes, but they have forgotten! 2. How to modify the message below the Welcome text?, seems like they are hardcoded. the message i want to modify is "Please help us to improve our service by participating
Clear Alarm Script
Is there a way to clear an alarm in OpManager using a script or SQL statement? If yes, what is the script or SQL statement. Thanks
When OpManager will support UPS General Electric ?
When OpManager will support UPS General Electric via Device Template?
Recover from Failed Upgrade (7012 to 7019)
On Friday we attempted to upgrade our 7012 installation with SQL to 7019, first taking a backup of the ServiceDesk using the backUpData.bat. When installing the update (7019 is the latest service pack) via UpdateManager.bat all was seeming to go well until the SQL transaction log rapidly increased in size beyond from 500MB to over 2GB resulting in the drive running out of space. At that point the update failed and the update utility reported it was rolling back the changes although a few seconds
alarm of locked account event
Hi, I encountered a probelm after I update ServiceDesk plus to the lastest version. I have set up a passive monitor for locked account event, when I scan software on a domain computer, the action will be successful, but I will get a alram of locked account event immediately, then I checked security event on domain controller, there is a failure adult shows domain administrator's passowrd located username field, can someone help me to figure it out? sorry for my bad english.
IPV6_App
We do not have any IPv6 nodes in our network. They are all IPv4, yet we are seeing traffic marked as IPv6-App. Do you know what is this. In two hrs the traffic reached 250 MB. Please advise. Thank you, aelrayah
IPV6_App
Our network is pure Ipv4 and we do not have any IPv6 running in any node, yet some stations are reporting IPV6_app running. Do you know what is this. In 2 hrs there is about 250 MB running between two ipv4 nodes. Thank you
Fyi - small jscript error message
Hello, just found a small jscript error, don't know if anything is affected by it, so pls find attached fyi. (using ie 6) Best regards
ServiceDesk Plus and IPCC Cisco Callmanager
Hi all,we've a Cisco callmanager 4.2 system with IPCC. We need to integrate Callamanager with Servicedesk Plus so that when a call arrives, customer digits his code id and cisco can send this information to ServiceDesk Plus and it can open the helpdesk operator web page with a new standard request page filled with customer informations. Is it possible to make this?
Exchange 2007 Monitoring Problems
Hi, I am trying to set up Exchange 2007 monitoring on Opmanager but can't get it to work. Are there any things i need to set up first to get this running. I have 2 Servers Running Exchange 2007 Hub Transport + Client Access Modes and 2 Servers Running a SCC Active/Passive Exchange 2007 Mailbox Role. Whenever i try to set up Exchange 2007 monitoring on any servers using any options all i get is the following error 80041010 - Specified class is invalid. Try running 'wmiadap /f'(For Windows XP and 2003)
OpManager APC symmetra
Hello, I am testing opmanager and I have a couple of APC symmetras. Opmanger does not seem to know how to deal with them. The ups load and status monitors do not work. When adding performance monitors the settings do not stay. Thank you
Reporting Changes mapped to Incidents (Requests)
I'm trying to report on Changes and their underlying Incidents (Requests) but the cross reference table ChangeToIncidentMapping doesn't seem to exist. "Base table or view not found, message from server: "Table 'servicedesk.changetoincidentmapping' doesn't exist"" Does anyone have a report that pulls Changes and the Requests they are linked to? Thanks, Scott M. Kelm MXenergy
Business rules processing order
Could someone please explain the processing of Business Rules better that that provided in the help section. I have some assingments based on email domain as well as on account. It appears that the processing ends with the first match, after that no more rules are being processed. Is this correct? Are rules are processed from the top to the bottom of the list? If so would it be correct to say that rules at the bottom of the list have the final say? I have a rule that sets the SLA based on email domain
Solutions issues (image and text problems)
Hi. I`m running Service Desk Plus 7 and i`m with some problems on Solutions area. I write all text, add imagens and do all fine. Eventually, the imagens just disapear as if they were with a broken link. Its like the software change the image path after some time. When i try to make changes, sometimes the software cut half of my text and some images.. I go back to check the text and it`s perfect! I save again and the same cut is done, I just lose everything (thank god I can go back and the text is
Problems with Updating from 7018 to 7019
Hello, just updated to the newest version, but now I am not able to start SDplus anymore. When I start the server manually I get the following error Messages: Could not find jndi.properties AdventNetServiceDesk: FAILED When I start SDplus in the browser I receive a 400. I tried to uninstall the new Hotfix but got the message: Sorry, uninstallation is currently not supported. So do I need to change any settings or is there another way to get it running? Thanks in advance!
Bulk configure alerts
Hi, How can I configure alerts for multiple monitor groups at the same time?
Availability Report - Not showing down time in mins
Hi, First of all brilliant product, having been using it for almost two years now it's proven to be invaluable now. We have recently upgraded to SP2 (Build 7200) and I've noticed that the All Devices Availability Report is in a new format which is pretty cool, however I report to management on the down time of certain devices in the old style of Hrs / Mins / Secs. With the new report layout I can only see the downtime in %. If I click on the "Old Data (Version 6)" link in the report window I can
live reports display values in negative form
i have upgraded firewall analyzer to the latest build. then all live reports for all devices that sends syslog to the server display vlue in negative. please advice
DB Backup Script Broken - Archive Question
I am using the newest ELA 5 on windows server 2003. I am trying to get my backup strategy going and there are lots of posts that mention the backup scripts. there is one in the ela\troubleshooting directory and one in the ela\tools directory. neither work for me. I have shutdown ela and try running both and I get an error in the middle of the process that says file now found. Now to my archive question. in the ELA\archive folder there is a folder for every host I am monitoring, and it also looks
Monitoring SAP Instances
Is it possible to add monitors for SAP servers installed on AIX machines? Roberto Mozzillo
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