Standardizing Request List View for all our contacts
Hi. We are about to go live in 2 weeks, and I am wondering how I can standardize the Request List view of our Contacts and Support Reps. We will have hundreds of contacts and it is important to me that they see specified fields in a specific order on the "Requests" page. Does anyone know how I can standardize these grids. Thanks.
Source for Rogue Devices
Applied the latest hotfix, and Im still not seeing the "source" of devices. For instance, Oputils is polling some routers to get the mac addresses. There are not any managed switches at these locations. The device shows up, and I have no idea where it is. Now most instances you can be pretty sure by the IP, but others I cannot. For instance, what if a machine tries to get on the network without DHCP and a different subnet. Of course, it wont work. But then it uses dhcp and gets a valid IP, this would
Bar Code Scanner Question
Hi, We have found a software that will interface nicely the Symbol MC70 with the Service Desk Plus but we need to know which tables are used for the inventory/Asset part of the DB. Is there any way that you can help us to show the relationship between the tables and the asset section of the DB in MS SQL version. Many thanks and keep up the great work. Regards, John
how can i use parser
did find how to use Trap parser i create file , not trap.parsers name=test22 customMatchDefn=.1.3.6.1.4.1.22.22\:369; entityDefn= nodeDefn=$Source color=-3407668 helpDefn=$GenericType-$SpecificType.html networkDefn= ST=0 agentAddressDefn= GT=-1 textDefn=$* sourceDefn=$Source domainDefn= enterprise=.1.3.6.1.2.11 severity=2 when i have to tell OpManager to use it
Public notes by default
Hello, Does it exist a way to change the default value of "ispublic" when adding a note. We want to set it to true by default. Best regards.
Support Team status
It would really be great if even if you have set "Keep me signed in" at the login page it would make the status of the Support Team rep to Out if the webpage is closed or the computer is shut down.
Ping tester
Hi, Quick question: Does Opmanager have the capability to do periodic pings to certain devices, and if that ping exceeds a certain latency level, like above 500ms, it will generate an alarm? Appreciate any insight into this matter. Thanks!
Is SupportCenter Plus suitable for Hotels
We are a hotel chain and need a centralized guest management software for logging all issues faced by the guests during their stay at our properties. The issues could be related to the facilities not working at the hotel or issues related to services not being up to their expectations. Just wanted to know if Support centre Plus would be an appropriate solution for handling this scenario.
Approval button for Changes
I no longer see the approval button on the approval tab for changes. I have to approve the change, now, by editing the change and changing the status of the change to "approve for assessment" and so on. Anybody else seen or have this problem? Thanks Dean
Exchange Server
Good Day Our monitoring of the Exchange Server gives the error that there are certain services that are not running and shows that the server is not available. The services that are not running according to the Exchange Administrators, do not necessarily have to be running for the mail services to be available, but according to your help information these are services that are supposed to running. The error message is: The following Exchange Services are not running. 1The MS Exchange Site Replication
Does ServiceDesk Plus require Microsoft SQL 2000 Server?
Hi, I am trying to figure out what ServiceDesk Plus system/software requirements are. Does ServiceDesk Plus require MYSQL or SQL Server in order to work? Thank you for your time. Bob
Add text to "Description" field
Hi guys, Being in a Danish company and wanting to have users log service desk requests in English (several reminders haven't worked ) I'd like to know if its possible, or will be possible in future releases, to predefine a text in the 'Description' field for the user to see when they log a request? I'd like to have the text 'Please submit your request in English' written in the field for the user to see before he/she begins logging the request . Thanks, David Petersen
dual network cards
can anyone shed any light on why i get the following message when trying to add an SNMP / network device monitor for a server; Unable to add the Interface for IP Address 10.80.0.90. Kindly check whether the machine has dual interface.If it has dual Interface try adding with the another IP Address. The server was deleted from appman and added back at a later date. I can add a monitor fro the server with WMI monitor but I get this error if I try to add SNMP monitor or Oracle monitor. The server does
Custom WMI monitor for W3SVC performance counters
Hi All, I've tried contact support several times about this, but haven't had a response yet. I'm trying to create a custom WMI monitor for W3SVC performance counters, I've created the attached script which queries the server for CurrentConnections, AnonymousUsersPerSec, ConnectionAttemptsPerSec, CurrentAnonymousUsers, FilesPerSec, MaximumConnections. This works from the command line, but I can't get it to integrate with OpManager. I've followed the steps in knowledge base article 25802 to integrate
Issue regarding department name when creating/altering reque
Hi, I have a issue, when I create a new request or alter a existing request. When I start creating a new request, I start typing in the name of the requester in the "requester" field, and shortly after the requesters full name pops up in a dropdown box. I press the "TAB" key, and the requester is selected. However, the department field is not filled. If I click the "Find requester" button next to the requester field, and locate the requester through the interface, the department field IS filled..
problem with custom monnitor type
hi: when i create a custom monitor type to excute a script, and the script will create a file that will contains a table. the problem is i canot see the content of the table contained in the file in the monitor detail page. the contens of the script file is: Set objFSO = CreateObject("Scripting.FileSystemObject") 'objFile.close Set objfso = objfso.OpenTextFile("E:\up.txt", 2,true) objFSO.Writeline "<--table InterfaceStats starts-->" objFSO.Writeline "Name IP Status In Out" objFSO.Writeline "if1 192.
OpManager7 stuck at Configuring Authentication when restart
OpManager7 stuck at Configuring Authentication when restarting. Please help. I finally got every device in the system and alerting properly and now OpManager stops working...
Scanning logic
Can you explain the logic of domain scan? --- At this moment I have following situation:I look at history tab and in "Workstation Scan History" section see that this workstation was changed several time(software and hardware). After investigation I think that is result of changing IP address. Is it true? What if all of our workstation received ip by DHCP? Will the history tab is useless in this case?
How to assign a report to a group or technician
We have a group of technicians who only have access to a certain category. We want them to be able to run specific reports for that category. We can create a new role and give them access to all reports for the group and assigned to them. But my question is how can I take an existing report and assign it to a group or technician?
Threshoulds based on interface errors
It will be great if we could create and configure Threshoulds based on interface errors in AppManager. So... Today we can create and configure Threshoulds based on interface input and output traffic. And AppManager can collect informations about interface errors. So, this is not hard to implement in AppManager.
Report on History of calls
How can I generate report on history of request . We have added new "Status" tab "Work In progress " to monito the response provided by engineers to the users. Call Coordinators log the call assign it to engineer and keep the call in "OPEN" Status . After that engineer view the call and change the status to "Work In progress ". By which we can record the response time by the engineer . Require to calculate the response time via the report tab..Kindly help...
Software License
Hello! There's any way to do a report based on ALL Software (managed only) and it's Licensed and Unlicensed installations ? I need to know the Software Type, the Name of the Software, the Workstations where the software is Licensed (installed) and the Workstations where the software is Unlicensed. There's some way to do this ? Thank you!!!
Updating a call
When trying to update a call by selecting edit then at the bottom of the page there is a box for "Reason for updating request" I add text in to the box and click on update request when I go to the History of the call there is no update date to the call. This happens with all our users of teh service desk.
New Requests not being saved.
We are running ServiceDesk 7014 on an MSSQL 2000 database. We have been faced with a problem since we were originally running 7005. After you have finished filling out the request details, when you hit "Add Request", the call is not logged and you are redirected back to your main page. This seems to be random, although the problem is getting worse. If the person continually tries over and over, most of the time the call is eventually logged. This happens with IE6, 7, and Firefox. It does not seem
Performance issue with workstation filtering
I am currently running build 7013. I have been doing some major cleanup work on our inventory lately, and with the workstation list unfiltered, it performs fairly well. I should point out that we have 650+ machines in our primary domain and about 20-30 in a secondary domain currently in the list. When I try to filter the workstation list to just the machines in the primary domain, it takes quite a while to produce the filtered list. And every time I flip to the next page in the list, it also takes
WMI authentication
Hello, I am running Opmanager build 7102 on a windows 2003 server. I'm trying to monitor some windows 2003 servers, but I am unable to authenticate. I tried discovering the devices, but that only added a generic desktop. I configured it as a windows 2003 server, but when trying to test authentication, it immediately reports failed.
Total number of users (source IPs)
Hello, Is it possible to have the total number of users (or source IPs) accessing the network over a time period? As I understand, we get a maximum count of 500. But we'd like to have a count of the total number of users over a period of time, if possible. Thanks. Sourav
New to Software, cannot reach website
I have loaded and reached the site before to do some basic configuration but I am not familiar with the product enough to troubleshoot it correctly. I made a few minor configurations like download users from AD, deleted some departments, and added some techs. That's pretty muich it and the website no longer comes up. I am using the same address but it's jsut a blank page and it says done in the bottom left corner... I am at a loss. Does it use IIS? Or some other product like Apache? I know it uses
second port
Could i run OpManager on 2 ports 162 and 2162
Could I Add New Device
I need to add telephone station with snmp Could YOu help me ps I 've a MIB
Change Traffic Utilization over threshold severity
I'd like to change the severity for Traffic Utilization threshold alerts. Currently these alerts are "Trouble" I'd like to change them to "Attention" Can I do this, and if so, how/where do I do this ? Thanks...
Where to change Software Categories
Hi, In my assets I also have all the Software found on the workstations. I can set a category for every software asset I have managed. However in this list of categories I only have these values: Database Development Operating System Game Graphics Internet Multimedia Accounting Others This list is not suitable for my company. I need e.g. Virusscan Office Tools ERP-System and so on. I have not found a place, where I can change these categories. Any hints? Juergen
Port Information not present
Since I applied the latest hoxfix I have not been able to mapped the switches. I keep getting port information not present. Thanks,
Template ID020005 (like yours) may kapec
Where do i get a nice template like yours?
Help Bubbles...
We have the ability to add descriptions to the various fields of a service request, which is nice; however, I see no benefit to the requester. We regularly get questions from our end-users as to what a particular field is to be used for. We put this into the description field; however, the requesters are unable to see the description. Would there be a way to add the description field as a help bubble for the requester? Either a hover over or a small icon to click...
Publishing Announcements - Preventive Maintenance
We would like to have the ability to have a preventive maintenance task publish an announcement. We have a regularly scheduled preventive maintenance task which requires us to notify our end users that there will be an outage. It would be beneficial if we could have the preventive maintenance task publish this announcement for us. Requirements: 1. Customize the content of the announcement 2. Enable the announcement to be sent at a time prior to the preventive maintenance task (pre-notification of
need help on this report query
hi i have written this query for extracting all requests closed and resolved for last month along with the pending request for a particular department. the results are fine except for the requests with pending status = yes, i want to completed date to be empty, it shows the format that i set. 2. second thing, how can the output the created date and other dates to just show the date and not time?? can any one help me on this, plsssssss??? my backend is MSSQL
Oracle Monitoring failed
Hello, I recently encountered a specific issue related to oracle monitoring. The Applications Manager throws out following error message: Unable to connect to Oracle Server. Replace the \working\classes\classes12.zip file with the \jdbc\lib\classes12.zip file. Then restart the Applications Manager server and try to create oracle monitor again. It was impossible to locate the secondary class files including the jdbc driver. Where do i find them? Is it possible to obtain them via the AdventNet Site?
Purchase Order Error
When I put my Sales tax percentage on my PO, the Add Item page places everything perfectly with 2 decimal places after the separator. however, when I get to the Preview page, you'll see, as shown in the attached image, that the system no displays 12 or more decimals places after the separator.[/img]
autoClear
I have a problem with autoclear traps had the same fields OID enterprise, GT, ST everything, but one field in TRAP PDU - fltfield if fltfield=1 then is's a problem - Critcal, else fltfield=-1 Clear could i get different severity and auto clear them.
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