Groups Bulk
Groups - Create Bulk Groups option. Gerardo
Add helpdesk tickets under my technician account
I would like the ability to enter new helpdesk tickets under my technician account for another technician and be able to track those tickets from within my technician account.
Request Template with Tasks
Hi Is it possible to create a request template that includes multiple tasks in it. This is useful for re-occuring jobs where there are multiple steps. Regards Mike
Denying Access
How do we restrict call reverting access from technician login in service desk.
MAC Forms
Hi Team, I would love to see a function for MAC forms (Moves, Adds, Changes). Admins will need the ability to create the form (fully customizable interface). Once form is created then all Requesters can submit MAC's for approval. Approval needs to be given by a manager that has the permission within SD+. Once approved a Request is generated for the Requester. If the MAC is not approved then the manager is required to enter a reason why. An email notification is sent to the requester. If the MAC remains
TROUBLE DELETING OLD-CLOSED PURCHASE ORDERS
Hi Guys, I have about 50 old purchase orders, that are closed. I tried deleting them an the system blocked me, informing me that the said PO is in use by another module. When I open the Po and verify if there is an asset associated, there isnt any. I would like to delete all the PO's and start fresh since I havent used the module in a long time, and now with the new features, I would like to start. Any ideas? Regards, Paul
Upgrade to SD6 from 5507 Failing
My upgrade to version 6 keeps failing and rolling back... anyone have any pointers here? <SNIP> Modifying Table = RelatedSolutions, Column = SOLUTIONID bigint(19) NOT NULL defa ult '0' Modifying Table = RelatedSolutions, Column = OTHERSOLUTION bigint(19) NOT NULL d efault '0' Modifying Table = ReportSubModules, Column = CRITERIA varchar(250) NOT NULL defa ult '' Modifying Table = Announcement, Column = CREATEDDATE bigint(19) NOT NULL default '0' Modifying Table = Announcement, Column = USERID bigint(19)
Slow reporting
I am currently running reports via AdManager Plus (report is : Groups for a User) and the report takes approximately 10 minutes to run per user. Is this a known issue or is there something we can check to see why this report is taking so long?
7017 Bug - Tickets set as resolved
We have been having an issue with tickets set as resolved. Seems like this query also hangs our MSSQL server: SELECT WorkOrder.WORKORDERID,WorkOrder.REQUESTERID,WorkOrder.CREATEDBYID,WorkOrder.CREATEDTIME,WorkOrder.RESPONDEDTIME,WorkOrder.DUEBYTIME,WorkOrder.COMPLETEDTIME,WorkOrder.TIMESPENTONREQ,WorkOrder.TITLE,WorkOrder.DESCRIPTION,WorkOrder.MODEID,WorkOrder.SLAID,WorkOrder.WORKSTATIONID,WorkOrder.DEPTID,WorkOrder.SITEID,WorkOrder.AUTOCLOSETIME,WorkOrder.CLOSEAUTHKEY,WorkOrder.TEMPLATEID,WorkOrder.ISPARENT,WorkOrderStates.WORKORDERID,WorkOrderStates.CATEGORYID,WorkOrderStates.SUBCATEGORYID,WorkOrderStates.ITEMID,WorkOrderStates.OWNERID,WorkOrderStates.ASSIGNEDTIME,WorkOrderStates.STATUSID,WorkOrderStates.PRIORITYID,WorkOrderStates.LEVELID,WorkOrderStates.ISOVERDUE,WorkOrderStates.ISESCALATED,WorkOrderStates.ISREAD,WorkOrderStates.SHOWNOTESTOTECH,WorkOrderStates.NOTIFICATIONSTATUS,WorkOrderStates.REQAPPROVAL,WorkOrderStates.APPR_STATUSID,WorkOrderStates.IMPACTID,WorkOrderStates.IMPACTDETAILS,WorkOrderStates.URGENCYID,WorkOrderStates.REQUESTTYPEID,WorkOrderStates.REOPENED,WorkOrderStates.CLOSEACCEPTED,WorkOrderStates.CLOSE_COMMENTS,WorkOrder_Fields.WORKORDERID,WorkOrder_Fields.UDF_LONG1,WorkOrder_Fields.UDF_LONG2,WorkOrder_Fields.UDF_CHAR1,WorkOrder_Fields.UDF_CHAR2,WorkOrder_Fields.UDF_CHAR3,WorkOrder_Fields.UDF_CHAR4,WorkOrder_Fields.UDF_CHAR5,WorkOrder_Fields.UDF_CHAR6,WorkOrder_Fields.UDF_DATE1,WorkOrder_Fields.UDF_DATE2,WorkOrder_Fields.UDF_LONG3,WorkOrder_Fields.UDF_LONG4,WorkOrder_Fields.UDF_CHAR7,WorkOrder_Fields.UDF_CHAR8,WorkOrder_Fields.UDF_CHAR9,WorkOrder_Fields.UDF_CHAR10,WorkOrder_Fields.UDF_CHAR11,WorkOrder_Fields.UDF_CHAR12,WorkOrder_Fields.UDF_DATE3,WorkOrder_Fields.UDF_DATE4,RequestResolution.REQUESTID,RequestResolution.RESOLUTION,RequestResolution.LASTUPDATEDTIME,RequestResolver.REQUESTID,RequestResolver.TECHNICIANID,WorkOrder_Threaded.THD_WOID,WorkOrder_Threaded.WORKORDERID,WorkOrder_Queue.WORKORDERID,WorkOrder_Queue.QUEUEID,WorkOrder_Queue.CREATEDTIME,WorkOrder_Queue.ISESCALATED,RequestCharges.REQUESTCHARGEID,RequestCharges.WORKORDERID,RequestCharges.OWNERID,RequestCharges.DESCRIPTION,RequestCharges.HH2COMPLETEREQUEST,RequestCharges.MM2COMPLETEREQUEST,RequestCharges.AMOUNT,RequestCharges.DATETIME,RequestCharges.EXECUTEDTIME,WorkOrderToDescription.WORKORDERID,WorkOrderToDescription.FULLDESCRIPTION
7017 PO Module
I am entering the cost centres, but cannot have a technician as an owner - I am a technician + the manager so authorise the spend. I can however choose a different user as the owner, then edit the cost centre and put myself in as the owner. Thanks, Anthony
Sending alert
We are testing Application Manger for our SLA. But we don't have to monitor all the system 24/24. Is it possible to schedule alerts ?
Product Roadmap
Hi, Can you provide an expected list of features (hopefully not just bug fixes) and anticipated release date for the next SC release? Thanks again for all your support - nice job on release 7007! Regards, Mike
Uninstall in UpdateManager.bat
When trying to roll back ServiceDesk to a previous version, there is a button in UpdateManager.bat called "UNINSTALL" When we try to use that button, we get an error message saying something to the affect of that feature is not supported. Given the problems AdventNet has overlooked with SD+ service packs 7014 (email attachments) and 7016 (EDIT features), we need to be able to use the UNINSTALL feature to roll back our ServiceDesk install to a previous version. When will the UNINSTALL feature be supported
Create New Email Notice
I would like to create an additional email rule that will alert the technicians listed inside the technician field when a ticket has been closed. There is the option to notify when new tickets are submitted but i would like everyone to be informed when a ticket has been closed so they dont have to constantly monitor the SD site.
Response time statistics problem
Hello! I have 2 URL Sequence monitors and they collected Response time correctly. But after server reboot several days ago Application manager no longer collects response time statistics for none of the website monitors. Thanks
Monitoring Informix
Is it someone who knows how monitoring informix?
High CPU
Hi, I have made some searches on this but not found anything relating to my problem. I have very high cpu utilisation. First of all, I have several "cscript" running in task manager that are consuming a lot of cpu(are these connected to opmanager?). The machine is running in i virtual ESX environment and has 2,4 G CPU, 3 gig RAM and fast disk-access to SAN. The CPU is running at 100% more or less all the time you work with the interface. Further more i have about 40 routers with 3-4 interfaces monitored,
moving existing data to another physical server
We have to change servers and i was wondering how i can get all of the data from one Oputils server to another.
captcha
I have upgraded to sp 1.3 and see the captcha option in customisation, but appear to have no cpatcha functionality in ie when I try to login to change passwords. Am I missing something RichB
setting up new tickets
I've got a 30 day trial for ServiceDesk Plus and I'm wondering if the software can monitor more than 1 email address. We'd like to set it up so that if someone sends and email to help@mydomain.com it goes to a certain group and if they send an email to admins@mydomain.com it goes to another group. Is this possible?
Unable to Add any New Devices
Hi, I have a call logged with you via the Support portal, but there has been very little response and the site is soo soo slow. I cannot add any new devices to OPmanager, weather PC, Server,Router or switch. when i add the device it reports that it has been added Successfully, yet when i then search ....it say not added. I have done RemoveDB but this has not fixed it , i have also done a delete from deletedinterfaces, in the SQL database. The Repair DB does not seem to work either. These are not
Mail to the Requester form
hi, is it possible to customize the Mail to the Requester form ? i would like it to generate more information on replying. bernard.
delegate the self Service to another User
Users can create your own information about the Self Service Change. Sch�n would be if the user but I could not be more user to another user delegate. Also, the department manager or the personnel department maintain the information centrally.
Choosing Items in PO from a specific vendor
Is there anyway to limit the amount of items that show up from a specific vendor. For instance with the new PO module (7017) when i select one of our vendor we have over 250 items listed for them another which we have not created a PO for yet has over 800. this makes the PO creation a difficult thing and unmanagable. Is there anyway to change it back. I really do hate the new way to pick items.
User templates
Hi, I've created several templates and assigned them to helpdesk technicians. I need to create some new templates. Is there a way to assign a new template to all helpdesk technicians at the same time or to a role? Best regards, GB
List of Enhancements / Issues fixed in 7016 hotfix
Hi, Following are the list of Enhancements / Issues which will be rolled into the next hotfix 7016. ( scheduled by next week ). And sorry for making you wait for this list. Next time we will post the list timely.. Enhancement: 1. Integration of enhanced Purchase Order Module. a. Two tax rates (Sales Tax, Additional Tax) for a single Purchase Order. b. History of Purchase Order changes. c. Additional fields in Purchase Order. d. Attachments to Purchase Order. e. Bill to and ship to address provided
Problem generating scheduled report
Hello guys, Our company is using OpManager Build 7023 and I'm trying to create report schedule. We have cisco routers and switches and i can have any report for switches but can't have report for routers. I suspect the problem might be because of firewall we are using. So on firewall in my policy what should i add? I mean is there some port number or anything to let the report pass through the firewall? BTW the firewall is fortinet. Thanks a lot. Delgee
Device Multi-select
We need the ability to select all (or selectively) the devices on a map at the same time. E.g., we want to update each device with notification profiles, and would like to do this without having to go to each device individually. There are other configurations changes that would benefit from a multi-select option: - Dependency - Monitoring - Vendor - Category - Type - Passwords
Rules-based notifications
Notifications should be sent based on a set of granular rules, much like the business rules interface. As an example, one should be able to create a rule to send a notification when the "status" field of a change is set to "work in progress" so that the on-call team is aware of the potential impact.
Unable to resolve DCOM access denied with any listed fixes
"Either access denied for the user or the remote DCOM option" I am successfully scanning 150 workstations. I have 1 that will not scan. It has never scanned. I have checked everything I can find in the forums, online help, and microsoft's knowledge bases. I would like to know if there are any new, unique things I can try.
Workstation Bios table/field name
How do I reference the Workstation Bios field in a query. The schema picture is not detailed enough, and I cannot find a canned report that includes it.
technician showing as other
I have a technician showing as other, he is in the technician role and admin role. I have delted him and re added him to no avail. I am licensed for 8 technicians and am using 7 of the 8, he would be the 8th. Ideas?
Update Manager Bug
Hi, There's a bug in the upgrade manager. If a temp table already exists in the DB, the upgrade manager gives an command prompt error "Error : Please wait reverting to old build!!!" and also notes in the UI that it is unable to overwrite a specific table In my case the offending table was. "POStatusHistory_TEMP" As a work around I renamed the table to "POStatusHistory_TEMP_old" and after restarting the upgrade the upgrade manager progressed along successfully. HTH Marc
SD+ and Lotus Notes
I need to configure SD+ to work with Lotus Notes 7.0.2 I am not the Notes Admin, nor am I the networking admin. I need to be given step by step directives to give to my Lotus Notes Admin to setup an email address to fetch and send mail from SD+. This email address also needs to be able to append incoming emails to existing tickets. Thank you!
Removal of duplicate notifications
I would like to see smarter notifications. * When a call is assigned to group X and technician Y, group X should not be informed if technician Y is. *If a call is assigned to technician Y by technician Y then no notification should be sent to technician Y.
Domain scan settings?
I'm setting up the asset management domain scan, and I'd like to create a new AD service account to handle this. I don't want to grant more rights than are necessary, so I plan on just giving it read-only rights to AD, and sufficient rights on the local workstations to perform WMI queries. Since this is not covered in the documentation, can someone give me specific requirements for this?
7017 - Issue with New Purchase Order
Just started testing version 7017 and the New Purchase Order enhancement. On the Create PO page no matter what you select for 'Requested By' once you save it it changes it to the same as the 'Owner'.
Exchange forward report..
I'd like a report that shows all exchange accounts that have a forward in place, and where what they forward to. Richard
Access to delete Home Folder and TSProfile
When deleting users and all associated shares, it always errors out. Do I need to sign into AD Manager Plus as an admin to do this? Domain Admins have full control of the users objects but I login with the default admin admin. Do i need to somehow take ownership of the directories?
Intel Processor scans
Dear SD I am running domain scans on my network and found some of the workstation details to be incorrect. In particualar when it comes to scan new Intel Quad Core processors in HP DL360, HP DL380 Quad core processors, what i see is Intel(R) Xeon(TM) CPU 3.20GHz it does not tell me if it is a dual core or quad core. Is there any way of displaying this information. Thanks
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