Send notification do not pickuyp job details
Hi, When I try to do the "send notification" ( under action) in request, problems, changes , the does not pickup the request, problems, changes IDs and put it in the Subject as oppose to the auto-notification emails generated through the templates. Is there a way to enable this similar to customising the email templates under Notification rules. Appreciate any comment on this. Rizzie
URL Problem
Right now everything is running fine, but to access the helpdesk we would go to: http://myServer:8080 I would like to be able to access it by going to: http://myServer/support Is this possible? Thanks Oriol.
Password Generator Gone?
In PMP versions prior to 5.0, we had a little password generator on the left nav that we could use to generate passwords. This seems to be gone from the new version??
minimum rights for windows account when adding new hosts
I need to know what minimum rights are needed for the login account which adds the new windows host into eventlog analyzer. Do they need to be domain admins, local system admins on the host? We would like to create a login name specific to this function so it can be shared across a group but do not want to give out any elevated rights not required. hope this makes sense. thanks, mark
How many items in inventory allowed besided IT ones??
We are looking into several helpdesk solutions. One of the items is that we want to inventory and track history on items other than just the computers/printers/routers/switches and the like. I know there are limits to how many items with out buying additional licenses for the IT equipment... So the main question is is there a regular inventory section to add things like say a desk or chair that doesn't eat up counts for the IT equipment. Thanks for any input.
How does SDP SLA works
hi, How does the SLA in SDP works? I created a rules in SLA and enable escalate level 1 - 4 then test create a request ticket and wait for for a time to escalate but it seem's that there is no pending request in my account but i see it in over due. How does it works? does it notify technician thru email? Thanks
Hiding the "Firewalls" tab
Hi everyone, We're testing out Firewall analyzer and so far we like it. However is there any way to hide the "Firewalls" tab on the left. We're monitoring about 40 devices and I've noticed it takes a long time for the entire page to load because its generating the list on the left. I hid it by accident other day and the whole website would load faster. But now I can't recall how I did. Any options? Thanks! Eric
Adding Request Type in new request
Is it possible to include the request type as an input field when adding a new request? I would like to differentiate between incident-requests, support requests, new user requests etc. thanks!
Problem in login OP Manager
Hi, I have downloaded OP manager 7 demo for 10 devices and able to work on it for couple of days now the problem is occurring when i am trying to login through web to op manager.I am getting the below error when i do login. Error! Sorry!An error occurred. thats it noting else can anybody help out we are in phase of POC for this software.
Update to Version 7.0 ( Build Version 7005)
Version 7005 has been released: New feature: 1. Request Type values can be configured using the configuration wizard Bug fixes: 1. When importing users from Active Directory the display name was getting replaced by login name 2. Unable to view the additional columns (mobile) for existing fields in Requesters and Technicians list view 3. Junk characters appear when more that 1 space is present between words in request description 4. Junk characters coming up in notes when a '\n' character is present.
Largest attachment for Solutions
Afternoon, We're attempting to attach a rather large (ie. 200MB) file to a KB/Solution article. However, this is not going successfully (apache tomcat error). Is there a maximum file-size attachment for the Solutions? I do know there is one for email/requests...
Converting to MSSQL database
Our servicedesk plus was originally set up using the default MySql database. I have been asked to move this to an MSSQL database. Has anyone had any experience with this and can you recommend the best strategy to use?
asp net process monitor
This is the main issue we are having, and why we are looking to WildMetrix as a possible solution. We have several web-based ASP.NET applications running on our server (they are all web based apps that use IIS). One or more of these apps is causing the CPU to deadlock. In other words, if I do a ctrl-alt-delete and have a look at the task manager, the CPU usage is stuck at 100% and when I take a look at all of the running processes, I can see the culprit is the aspnet_wp process. I have to forcefully
Open Old netflow data
Hello, I am trying to get some graphs from a IP range that I removed from the IP Group Management, I believe the Data is still on the HDD as we have a 200Gb Drive and Netflow is using around 140Gb. If someone knows a way to view this data for a range of 3 IP's that would be great. Thanks! Jared
File attachments problem
Hi, I have a problem with some tickets that have files attached. When I click to open the attachment I get a "The File was not found!" error. Also when opening the ticket I cant see any requester conversations for that particular ticket. No even the one generated by the system. I am using SDP 6012 on a MSSQL databese. Best regards,
Automatic mail according to the file's state
I would like to send automatic mail according to the file's state. example : When the file is in "on hold" state, i want to send an automatic mail to a technician Is it possible? I know an automatic mail can be sent on the "resolved" state, but is it possible with another state? regards
Save a custom report?
Hi all, is it possible to save a custom report? Background is that we have loads of interfaces, and want to directly analyze the traffic to and from one specific, central IP in regards to the used ports. The best way seems to generate a custom report, but each time we need to click all the interfaces to poll - altogether something roundabout 100 IF's. So it would be very comfortable to be able to save custom reports and call on them later. It might well be possible that i have missed some other option,
IE7/Java configuration issues...
We have finally gone live with SDP 7005(1400 imported users 2000 workstations(all assigned to departments)) and have run into an issue. When the analyst is keying in a New Request and gets to the Name* field. If the analyst uses the 'in field' search function by typing a few letters of the name(for this example James) then uses the cursor keys to find the appropriate name, then clicks Enter...no problem. But if they use their mouse to click on the selected name or leave the field partially entered
Generate default reports periodically
Hi, How is the way to generate default reports periodically? Mean Traffic Reports, Top Talkers, those out of the box. How can I associate them to a schedule? Thanks
GRE Issues
netflow configured on a router with GRE Tunnel. Data only shows up occasionally even though udp packets are alwasy getting to the collector, although they seem to be fragmented most of the time. Are there any known issues with GRE Tunnels and netflow? Currently MTU size is 1440. Should that be adjusted?
Migrating from 6 to 7 rediscovers ports and adds thresholds
I have about 300 devices (AP, routers, switches) and after migrating to the latest version (including the last hotfix) the new version automatically rediscovers ports, adds discards threshold and so I receive thousands of e-mails. I don't want to go one by one and reconfigure each device again. I have some desired ports configured in each device, it's totally messed up. I also receive loads of e-mails from 1.0% thresholds i have never configured :( Is there any way to fix it?
Business rule created but its not activated/ not working
I have created a business rule for the incoming emails alert messages to be assigned directly into this service desk version 6.0 that we are using but it does not happen. Any remedies.. Regards, DJ
Office 2007 not recognized
Is there any reason why Office 2007 instalation is not recognized in same way as Office 2003?
Cannot open attachment as an Approval
Hello, I sent a Request to my boss: he has the role: Approval. But the things he need to approve are in an attachment in the Request. Why isn't it possible that he can open that Attachment? We're running SDP 6011 greetings, Ferry
Not able to scan when using in VLAN and DNS environment
We were previously used flat network for our organisation so we are able to scan all the assets in the corporate now we are using VLAN and DNS environment now we are not able to scan the assets in the network is there any tuning required in the software , so as to work in same environment.
Automatically Login
We have an external website that our customers login into. We would like them to access servicedesk through a link on this webiste, but do not want them to have to login again. Q1. If there login credentials are the same, is there anyway to automatically log them into servicedesk by passing these through in a URL/ Q2. Is there anyway to automatically create a user/password so that when they register on our website, we create a service desk account with the same details/
Reassigning Assets to Workstations via Import CSV
I am trying to reassign existing assets to Workstations with the Import CSV feature. It imports all other changes expect the new assignment. It does work if I assign it to a user. Help!
"Problems" = "Incidents"?
I'm having difficulty understanding why there is a "Problems" tab in ServiceDesk, and how the form is structured (and why). If "problems" does indeed mean to infer these are "Incidents Reports" for outages, unexplained issues, etc. - then the form confuses me as why it has a "Due by Date" field. Can someone help me understand how the "Problems" tab is intended to be used? I'm additionally confused why under the "Requests" tab, that when you fill out THAT form it has a "Request Type" = "Incidents".
Request / Problem interrelationship enhancements needed
When you are viewing a PROBLEM, there is an "Incidents" tab that you can look at to easily see which items are associated to that problem. Never mind the fact they aren't actually INCIDENTS, but REQUESTS - which leads to the already significant confusion of Request Type in the form. However, when viewing a REQUEST, you have no way of seeing what problem is associated to that other than clicking "View Problem". Couldn't you add a "Associated Problem" tab to any request that belongs to a problem (that
minor version association issues
I wanted to associate the two adobe versions (adobe pro 7.0 and 7.0.9) because they use the same Enterprise license key. Ever since I associated 7.0.9 to 7.0, all my software just disappeared on the page, wtf happened?
SLA
SLA is not working it is enabled but the escalation is not sending emails even if there is a violation any update thanks
Reassigning Tickets
I have a simple question, how does one technician reassign a request to another technician, do I need to enable something? I don't see this option? Thanks, Greg
All Servers Disk Usage Report Not Running
Hello, I'm currently running OpMgr 6.0 Build 6010. When attemtping to run "All Servers Disk Usage Report" (partition wise disk usage report for all servers), I get the error: " No Data Available Click here for troubleshooting tips. " Yet, when I check each individual server, I'm seeing all the disk partition details. I tested a few servers by clicking the edit button next to "Partition Details of the Device (%)", then "test monitor". They're all responding just fine. I ran C:\Program Files\AdventNet\ME\OpManager\bin>RepairDB.bat
Couldn't delete alarm
Help. I couldn't delete alarm - Opmanager writes Failed to perform the operations for the following objects. 1 myservername Opmanager false when clickin on server name of this alarm in alarms list it writes: Status Message Unable to find the object: myservername Actually server exists in system with the same name but looking at url in alarms list I see that Opmanager is trying to open server card using name=myservername in url parameters, while in maps it uses name=serverip On recent alrms page of
Monitor A Process And What Are WMI Monitors?
Two questions: 1.) Is it possible to monitor a process running on a windows 2003 server. We have an application that runs and I simply want to make sure the process is running. If it is not running, then I need an alert sent. Also, a graph of how long the process has been running for would be nice. 2.) What are WMI monitors? I saw some people talking about them. How do I use/install them on windows 2003? Currrently I am only using SNMP monitors, and quite honestly, there arent that many things I
Unable to add new workstation - or remove old ones!
All, I'm testing out ServiceDesk Plus with a view to buying it, but I have a problem; I am attempting to add a new machine to the Asset tracking component of the system, but keep being told that I'm already using my twenty five assets. However, when I run searches for assets, nothing appears! Under unassigned workstations in the assets tab, it says there are 25 workstations unassigned, but when I click the 25 none are listed, even if I set Type, State and Domain to all. Help!
Can't delete a department - In use
I want to delete a department from SD+, but I get an error reading: FAILURE :Department is being used by a module. Hence cannot delete it. Is there a way I can find out where it is being used, so that I can delete it?
Modifying default Change Request / Problem Request forms
There is a Request Form Customizer", but is there a Change Form Customizer and a Problem Form Customizer? If not, there needs to be.
Admin - Category configuration features needed
A couple of features are needed within the configuration options of Categories. I'm not sure why one existing feature exists, at all. When you define a category you can select a Technician. This is a general bad idea. You wouldn't want a category of requests to go to an individual. What if that individual is on vacation? What if that individual is part of a 10-tech department? From an enterprise perspective, being able to define a GROUP allows for more flexibility and allows a GROUP MANAGER to assign
Problem with Business Rules
I setup the following two business rules, in this order: "Sub-Cat Password Reset" - IF Sub-category = 'password reset' THEN ASSIGN to 'Security Group' "User Admin Category" - IF Category = 'User administration' THEN Assign to 'Network Group' The intention is that if a MORE specific description of the problem is giving, which includes the designation of a sub-category, then assign it to a DIFFERENT group than if JUST "User Administration" is selected. Don't forget, "Password Reset" is a Sub-Category
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