Export Purchasing into Version 7
Is it possible to export the Purchasing Data and import it into a clean version of 7. I want to see what it is like and can't be bothered to fill in the data
Request Additional Fields, can they be linked to Departments
In ServiceDesk v7 7001 We are trying to have Requesters input as much information about their issue as possible. As our company branches over varying sites and departments we were hoping to have a Pull Down field where our users/requesters can identify what department they are in and which site they are located at. I realise it is possible to create new fields in the Request - Additional Fields sub menu but is it at all possible to link the entries i have listed under "Sites" and "Departments" under
HTTP 500 JAVA ERROR while opening Approval Link
Hi, I am using SDP 7.0.0 Build 7005. I am getting HTTP 500 java errors the web pages shows some java links. It happens in special case: If I am a technician and already logged in SDP. If I get any approval link via mail and if I open that link, It shows two buttons 1. Approve 2. Reject. In Either case when I click the button. It shows the Http 500 java error.. If this is known issue Please help me..... Screen shot already attached. Thanks... :x
Question about creating request template
I create a new request template and the template name is "Account - Generic Log-in Creation" the owner details default is "Group -> General Helpdesk" the category details default is "Category -> Network Accounts" and "Sub-Category -> Network Account Log-in". If i used this request template is this possible that it will be place in General Helpdesk Group and possibly can be seen this request template by the member of the General Helpdesk group?
mail problem
when i want to configure mail server setttings in SD7 i had this error im using MS exchange and im not selecting pop im selecting imap please help FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Best Regards emre meral
Exporting time to billing software
Is there a way to export the time spent from SD+ to a billing application such as Quickbooks or TimeSlips?
Problem with Log in
Hi there, I am having some problem with authentication of user on the service desk. When the try to web browser to login to the system, the system prompt for username and password. After user try three time to login, the system get it out. Can somebody help me ? Best Regards
send email to technician - what's the difference?
Not sure if I can't see the wood for the trees here but what is the difference between "Send Email when a task is assigned to a technician." and "Alert Technician by Email when a request is assigned"?? Seems to me like they are one and the same thing? Found under Notification Rules: Request...
Couple of questions..
I have been using your product at a previous company and had been loving it, and when I arrived at my new one, and they didn't have a help desk program, I told them about this one. We have been demoing it for them for about two weeks now, and a couple of questions have come up. First question is about Email creation. Is there a way to get the program to recognize the Importance flag in an email, and assign it a different priority? Like if I have all the email creation tickets set as normal, but the
Notes, & worklog not duplicated over to "duplicated
Hi there, running Service Desk Plus build 7005, and finally got my team in the habit of adding notes or worklogs BEFORE they duplicate a request. With 7005 we have noticed that no notes nor worklogs get dupicated over :(
ServiceDesk upgrade?
Is there a way to migrate ServiceDesk from v6 to v7 without any data loss? Do we have an upgrade path yet or is it still in development? Perhaps this has been answered but I struggled with the forum search tool. Thanks, James
Default requester login details
We are currently running version 7, build 7002. All our requests are picked up by the mail-fetch utility, which also creates a new user when they send an email for the first time. My question is, how do we define what their default login details are? We are especially interested in the password, which we would ideally like to be blank for all new users created by mail-fetch. How would I go about doing this? many thanks
Removing LEVEL field?
First time poster, I have tried looking for any info on this but as yet I have had no luck, Now my question is, can I remove the Level field from requests? As we have no need for it, and it will just cause issues if we leave it there?? Hope someone can help Thanks In Advance
Cannot disable the default login messgae
When i click the link to hide the default login info i.e. administrator and client, I got a page error and the box remains. Pls adbvise what to do to fix this.
Benefits/Rights for CLI Monitoring LINUX Hosts
Could someone please tell me what benefit we can derive if we setup OpManager with a CLI account on our Linux/Unix hosts and what rights does that account require? Thanks.
Change approvals not working
Hello. I am running Servicedesk Plus Enterprise build 7005. When our CAB member approves our changes we get the email to that effect but the change remains status 'Requested' and 'Approval Status is 'N/A'. This is a big problem for us as it is making the database records inconsistent with work being carried out. Does anyone have any suggestions? Thank you.
Technician access levels
At the moment, we have 2 levels of access to our helpdesk. An "SDTech", purely a technician who has full control of the requests & "SDAdmin" - self explanatory. Unfortunately it seems when we need our 1st line support guys to create new users on the helpdesk (we don't have AD linking set-up yet, though this would be useful!), they cant see the "admin" tab as there not administrators on the helpdesk. Is there anyway we can restrict these guys to "SDTech" only yet also enable them to create new users?
Extra setup requirements or hints not in manual
Okay, we have decided to purchase SD+, I have tested this on a PC, and had the normal teething problems(mostly my issues) and am about to setup on a SQL 2005 machine. What i need is a list from you guys of things that may not be in the manual that are must do's or don't forgets, basic hints to help me with the install and initial config. Anything at all would be great, no matter how simple or obvious you think it is, let me know. Hope you can help, and thanks in advance
Requestors ability to view Approval
Is there a way for the requestor to see an approval? Whether it was approved or denied and why. My managers are always putting notes in the approvals , that are important for the requestors to see. The technicians could copy this information over, but then the requestors would think the technician is the bad guy and not the manager 2 or 3 levels above them.
SQL Integration
Hi, Two querys... 1. We would like to insert/update data within a SQL database when certain SD+ events occur. I.e. when a SD+ request is closed. Is this possible out of the box or are we looking at adding triggers to the SD+ tables to achieve this? 2. Can we create new SD+ requests via a SQL insert into the SD+ DB? Thanks
default view problem - why is it set to Open Tickets?
I have another issue since implementing this SDP product. I was wondering if there is a fix for it - or a way around it. When the technician opens his instance of SDP and selects the Requests Tab, he is present with a list of Open tickets by default. Which to be perfectly honest, is pretty useless to us at my company. We require the Group View to be the default view, so I can actually see tickets of all status, not just that which are open. After all, surely a ticket with a status of Assigned is
JSON Feed Methods
Hi, I'm messing 'round with jsonfeed.do action. I wish I could create a customized view for a combination of attributes taken from 6 JMX Dashboards. The only example I see is a jsonfeed.do?method=createMonitorGroupFeed, are there any other methods? I need a method able to import something more than the availability/health for a monitor. In case of a dashboard, I need to access to the JMX fields numActive,maxActive,numIdle,maxIdle of a Catalina datasource. Is that possible? Are there any other jsonfeed.do
Interface down Alarms on 3Com switch
Hi, I'm trying to monitor all our 3Com Superstack III switches on Management Ports only but i'm receiving alarms that the Interface down on different ports. For example: Interface down : ifIndex: 101, ifAdminStatus: 1, ifOperStatus: 2 To troubleshoot it i have gone to the SnapShot of the 3Com device, then to the Interface tab and remove all the Index's present. Then I rediscovered the Interfaces and choose the management ports only so the were the only Index's showing. I still get the Alarms? I'm
Opamanager Overview Screen Layout
Hi, is there a way of increasing the size of the dashboard area to accommodate more Infrastructure and Business Views, by reducing the alarms area? Thanks
OPmanager Limitations
Would like to know if what is the recommended number of concurrent users for OPManager? Sometimes, we experience slow down in accessing the OPmanager link so we just restart the server to resolve the problem. Thanks
I receive logs but got no data in reports
I can see logs included in couple of file in the following directory but I get no data in any reports. /opt/AdventNet/ME/Firewall/server/default/archive/192.168.10.14 I have change the MySQL port to 33337 because I was running another MySql instance but nothing change. I can capture syslog message also using Wireshark. Then I'm sure I received them. A clue? I testing FA to log messages from 4 Cisco ASA 5520. Thanks Ben
Oracle Monitor
Hi, I have one customer asks about what kind of aspects I can Monitor in Oracle Database using OPM can you please send me information about this ? thank you
OpManager Newbie
I am sure this has been posted before, but I cannot seem to locate it (SORRY!!). Does anyone have any documentation that would be good for a newbie. I just started a new job and they have OpManager, never configured it and want me to manage it. Seems straight forward (for the most part), but any ideas would be greatly appreciated. Thank you, Chris
Server full with NetFlow data
How can I free some space on my server? I am running NetFlow Analyzer, but disk is almost full.
Text of Approval message visible in Approval Tab.
When approval has been sent to a customer it is not possible to see what the SuppRep actually asked for, under the Approvals tab. It just says: 1. pending approval on...date/time. This function is meant to make approvals more official and traceable in cases of disputes, but since they are not visible it doesn't help much. The reply from the customer is visible, which is good, but the original text sent to the customer has to be visible too.
Email SMS Noitifications
I have several different notifcations set up on is an email notification to a distribution list on our mail server. The otheres are to the techs cell phones via messaging using our mail server for SMTP. The email notification to the distro list works fine. The issue is with the EMAIL SMS they are never received. If I do a test to under the mail server settings it works fine. I have looked at the notification log and it shows it being sent when a notification was triggered to send however it is never
Reconsile Contacts - Bug?
I have noticed that when I reconsile contacts together 1 contact replaces the data in the other. Would it not be better to replace empty fields in the main record if they are populated in the secondary? So the main contact has Name, title, login and email, the second records has name, phone number and email. I thought when I reconciled it would add the missing phone details to the main record, but it just lost the information. Anyone else have the same problem or have a need to use this feature.
Monitoring of AIX machines
I'm trying to monior some AIX machines. For some strange reason, I' able to monitor 2 of them but on some others I keep getting error-message when trying to add the monitor. Authentication failed. Kindly verify the username and password provided.Also check whether the given Command Prompt is correct. I have tried both with SSH and Telnet, but both fails. Sometimes I'm redirected to a website http://monitor:9090/adminAction.do?method=configureHostDiscovery which is blank. It's a bit strange since
Limit on attachments?
Using SD+ 7005 Is there a limit on email attachments to SD? If so, where can I change that?
Problem with login
Dear, SITUATION : We have the following situation : We give training in small groups to our end-users concerning the usage of ServiceDesk 7 (e.g. : How to fill in requests, find solutions�). After these users followed the training we "add" the users from Active Directory to ServiceDesk so only these specific users can log in into SD7 (Active Directory Integration is enabled and pass-through is also enabled). We decided to do this so that only users who followed the training can log in. Users who
Compliance Report
In the report area there's no FISMA Compliance Report. Is this a custom report or do your reference a existing report (SOX,PCI ??)
Cyrillic in alarm notes
Russian language is not supported in OpManager 7 alarm notes ?
About monitoring of IN/OUT data
Dear all, I am use a neflow Analyzer 5.0. I have a problem of IN/OUT data. In My one leased line Delhi 2 Mbps. I am not able to received data of Out traffic. Please provide me a troubleshooting.
Technician with restricted view ?
I would like to be able to enable technicians from a couple of our subsidiary companies to use our SDP server. I want those technicians to only be able to see and deal with calls raised by users from their subsidiary and not see the calls we deal with on behalf of other companies within the group that we directly support. Is this possible in SDP or is the only a see all view for any technicians ?
Home Dirctory Share
When creating a new template user and I set the home dir to \\servername\share and apply the full control permissions for the user object it is fine. If I use the template to create a new user it will not create the share, also ADManager + gives me an error. The home directory must be a share rather than the full UNC path as it is application dependant
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