Associate Tasks to Change ID# or Request ID#
Currently, task notices are e-mailed to assignees, but the number associated with the task doesn't relate to the Request or Change ticket number. This makes it extremely difficult for assignees to add resolutions to Requests or update Change tickets. Tasks should be lettered (A, B, C...) & associated with their Request (or Change) tickets in notices. Technicians would then receive "Task 9823G has been assigned to your queue." and know which task to execute and which ticket to update afterward.
'sdp.inventory.workstations.listview.ws --WHY?
WHY is this in reporting what use is it. I would like Workstation Name field back :twisted:
Auto discover other devices (printers/switches etc.)
I would love ServiceDesk to be able to scan (possibly by IP) and discover / identify any item that responds. Being able to auto generate a full asset list of my whole estate instead of having to manually set up assets. Then maybe an ability to attempt to open up a web page on that address. WOW what a godsend that would be. Nearly all these devices have an onboard management of some form. HOW GOOD WOULD THAT BE????????
Configurable "Jump To" option
It would be nice to be able to configure this option in SD+... Additionally, it would be nice to have the ability to add any number of web URLs here. I use a number of web tools to manage my infrastructure as well as my customers, and I beleive this would be a good enhancement.
Getting OPManger CD and also the Service Helpdesk
Hi, I'm new to this Software, i downloaded the trial version which i like so much, i dont know how to go about getting the real software. Can someone help out. Thanks Kemi
Product - Option to mark inactive/obsolete
I would like the ability to mark a Product as no longer in use. This would make it no longer visble in any drop down lists, but would retain the history. Currently, I create a Product for each software release. Once a new release is available, the previous one could be marked as "no longer in use" and wouldn't show up. I have created my own Additional field, but this doesn't affect the list and I can't use it in creating reports against accounts.
OpManager vulnerabilities
Our monitoring systems just got disconnected from the network do to OpManager. Here is what our network scanner saw that caused such an aggressive response. Medium Apache < 2.0.48 Web Servers Medium Apache Input Header Folding ... Denial of Service Medium ManageEngine OpManager Login ... CGI abuses : XSS High Apache < 2.0.51 Web Servers We are now with out a network monitor in our environment. When can expect these issues resolved.
Creating custom reports
I am creating a custom report but I don't see a option to select "discussion notes" and "request history" Any help would be useful thank you
SMS Notification and configuration
I want to configure the SMS notification. I know that you select the function under the Admin - Notification tabs. Is there a place to configure SMS functions like the email setup. Thanks Jacobus
SDPlus 6 to 7 upgrade problems
I'm experiencing problems while upgrading to version 7 with importing assets and work stations, they are not showing up correctly in the new version and it throws an error when trying to delete all workstations to re-import the saved information with the Error Code - 1,206,025,836,390. Also is there a way to eliminate workstations that are pulled from AD that aren't active any longer?
Spell checked words are sent in red iand underlined
SDP 7010 on MSSQL Words tagged by the spell checker are being sent formatted in the email. For example: if you don't act upon a tagged word it gets sent in red and underlined. Thanks, Luis
Retrieve a deleted call
A call has been deleted fromServiceDesk Plus, is there a way to retrieve it?
SDP automatically creates users, when spam comes.
Hello, When spam messages come to SDP incoming mailbox system automatocally generates new requester. How to prohibit SDP automatical user creation?
URL authentication and business views
Two questions: 1. How can I validate that a URL has been authenticated in the URL monitor? Can you tell if any events are generated that can be tracked? 2. How can I create a business view with URL monitors? For example, I'd like to attach a URL monitor to a server in the business view so I can see what URLs will be affected by a server outage. Please advise. Derek
Images in solutions
What are the "rules" regarding embedding images in solutions? From time to time I see an article or an email that would be useful to add to solutions. I select all, copy and paste into a new solution, no images. Send the same information in an email to SD+, creating a request, select all, copy and then create a resolution that is also a solution, paste and it works fine. Also I am finding that more and more I need to format a solution externally to SD+ i.e. in WordPad, as the formatting inside SD+
More Info on Self-Support page
Hi all, we use ServiceDesk in our company and have a rather bad intranet-homepage. My idea now was to use the ServiceDesk as homepage for our new intranet. However we have to place more info on the startpage. Is there any possibiliy to add links or other text to the ServiceDesk-homepage for the users? greets Juergen
Resolution and Close procedure
In our current helpdesk software, our closing procedure is as follows: 1. When technician has resolved the ticket, he goes in and places the ticket as resolved. An email is generated to the technician and the IT manager. 2. When the IT manager has time he goes in and looks at the resolution and then he closes the ticket. An email is generated to requester, technician, and IT manager. I do not see a way to do this with sdp. What am I missing? The most important part is a way to segregate resolved
opmanager for WinXP client doesn't show any monitoring
Hi all, I've the following problem. when the command : "cpu.vbs <device name> admin <password>" is executed from cli where the opmanager is installed, i have results, with no error. There no domain in the LAN when PCs are installed On opmanager GUI, there's no result from performance monitoring. When test monitor is launched, i've got : possible reason : 1. The device might be down. 2. The username and password provided for this device might be wrong. 3. The domain password for this device was not
the change and problem link on the request screen
when i click on the problem and change link on the request screen, it does not take me to the approprate screen. infact when i click nothing happens at all, sometimes in the status bar it shows something like javascript:void(0). no error msges, nothing at all. i am experiencing it after i upgraded the build to 7011. any solutions to it???? thanks guys!
Error on editing reports with Russian language
SD+ 7011, language Russian When we edit any report on subpage "Filter" IE say error at URL: http://srv00dc2:8080/CustomReportHandler.do String 471 (look attached code and this string, really error) When I switch language to English - all OK.
patching supportcentre via console access (linux)
Hi Tech Support Our company just purchase the license for Support Center Plus (SCP), our server is using Linux Centos 5, and we hosted the server in one hosting company the Support Center Plus is running well, but since there is a patch, I try to patch the SCP right now I only have access via ssh to our server in the hosting company here is the step that i've been done to patch the SCP I try to stop the SCP using sh shutdown.sh -S and it is succesfull then I try to apply the patches using sh UpdateManager.sh
New SDP licensing
I first started using SDP back at v5. I used the free version for a while to test it. It worked well and was decently priced. I am a small business so the pricing was right. Even though I didn't need to at the beginning, I purchased the product. I then utilised the product further and further. Last year I paid $495 for a two user license. My license expires in about 35 days. I have been told to renew the license I have to pay $1,195. This is an insulting increase in price. SDP is great but I still
Active Directory Updates to and from Service Desk
We would like to have the ability to edit requestor information form the help desk and have it update active directory as well. We would also like to be able to search ad changes more then once a day.
jmx MXBeans support ... buggy?
I�ve created a jmx MXBean object returning a few integer and double values. My object is recognized by Application Manager 8 but it refuses to treat values as numeric and thus refuses to generate reports. What can I be doing wrong?
ServiceDesk VS Remedy - Opinions?
My company currently uses Remedy for call tracking and asset management. Unfortunately, we don't have the staff to manage this beast, and the performance is garbage. On top of that, entering a ticket or an asset takes an eternity. I'm looking at ServiceDesk because it appears to offer everything we need, has a great interface and doesn't require any special training to make changes. Has anyone made the switch from Remedy to ServiceDesk? Even if you haven't, I'd be interested to hear opinions on how
Replies to requestor replies and new request notifications
When replying to new ticket notifications a new ticket is created as well as when replying to a requestors reply from email a new ticket is created. Can this be fixed?
how to change timing in reports?
in app manager 8 I want to run a report to monitor telnet traffic, here is the problem if I go into the monitor for that telnet device and look at the response time it shows it to me for the past 1hr which is great because it has more samples, so in this case I see 500ms in a few instances if I go into reports, services, telnet, response time then I get a different graph which is doing averages by the look of it, it shows me the highest is 200ms but it says below it min 10ms, maximum 3200ms, average
Can't View Accounts In Request List
Support, I have tried again to upgrade to both 7001 and 7002 (found on your archive site). When looking at the Requests tab, none of my requests have an Account listed. It just shows - . This happens with all the different default views under "My Groups" and "Requests". The custom views that I have created under "My View", show the Accounts in the list. Although, if I create a new custom view that is identical to one I already have, it will not display the Account. In addition, if I view the Request,
WARNING: insufficient hard disk
Hi, Having just installed the ApplicationManage application when starting using the supplied startupApplicationManager.sh scripts I receive a warning in the startup logs: ************* WARNING : There is insufficient hard disk space for proper functioning of Applications Manager. ************* Examing the startup logs there is an entry saying Disk free: 0Mb This is simply not true as the results of the df -k report that all mounted partitions have mulitple GB's of free space. The software was installed
changing IPs - hosts appear "down"
hi, my client machines to be monitored are connected to the Eventlog Analyzer host by VPN to which they are irregularly disconnect and reconnect - which means, they tend to have different IPs all the time. Eventlog Analyzer seems to remember the host by IP, which means, the hosts are constantly flagged with "Access Denied" because Eventlog Analaizer connects to the wrong, the old, IP. is there something I can do about this? PAT
Switch Port Mapper stuck "In Progress"
I am attempting to use the Switch Port Mapper to scan a Cisco 6509 switch. I have successfully added the switch and SNMP community. I am scanning this switch now but it has been stuck at "In Progress" for nearly half an hour. Is this normal?
tasks in change request shows null values
any idea of this one.. when a change request is created, and a task is created, an email goes to the technician regarding this task, but most of the fields shows null values, and the task doesnot specifically state for which change request this task is assigned to.
Switch Ports Operationally Down
Hi there I have a number of Dell switches that we use in our network and monitor with OpManager without any issues. I have recently added a new switch to the team and it reports all the ports that have nothing in them as operationally down. I have a number of other switches that only report as down when something was there and no is not there any more. However with this new switch I am getting errors saying that ports that have never had anything plugged in are operationally down. Here is the specific
Issue w/ "Problems" list
We have a particular "Problem" incident that has 77 requests attached to it yet only the first 25 or so are displayed and there is no option for "next page" We are running SDP 7009 Windows 2003 server.
Service Desk Plus cannot be opened on vista with IE7
I have a service desk Installation and i can access the web interface from XP but not from vista. I am getting a blank page. Please help
HTML Forms in Request Templates
I created some HTML forms for our user request templates for new hires. In IE 6/7, the user needs to double click the form field to enter information. This is for input fields, drop down boxes and checkboxes. In Firefox, drop down boxes work fine but input fields and checkboxes do not. Any ideas? Does ServiceDesk support HTML forms in request templates? If not, can it be something that can be added?
department name and job title
Where exactly does it pull the department name and job title information from when you do an active directory import? I have a pretty messy AD setup that we are trying to clean up, and it leaves us with several different groups of strange names that we would like to find a way to merge and further control.
Install Service pack 7011 on build 7010 - failed help
My environment is Ubuntu 7.10 I am attempting to to upgrade from 7010 to 7011. From these upgrade instructions: (http://manageengine.adventnet.com/products/service-desk/service-packs.html#sp) Instructions to apply the Service Pack / Hotfix 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux) in the <ServiceDesk_Plus_Home>/bin folder. This opens the Update Manager tool. 3. Click "Browse" to select the Service Pack file (AdventNet_ManageEngine_ServiceDesk_Plus_<Version
Archive old raw data
Hello! Our company used the Crannog NetflowTracker for collect Netflow raw data. And now the think to migrate to the NetflowAnalyzer. And we have question: How we can save or archive old raw data for longer period(more than 1 month)and use it to make the reports in NFA?
Technician Notification - closed tickets
I would like to set up email notification to all technicians when a ticket is closed. I do not see this option in Notification Rules. Can this be done?
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