3 issues with Requestor Details when submitting new Request
1. If you click the "user card" icon, which brings up the entire list of requesters...select one, the requester name AND the department populate into the request form. If you type in the exact user name and wait for the yellow popup box to show the 'match', the department field remains blank. The department field only fills in if you manually select the requester from the table. If you type it it, department only shows once you save the ticket. 2. When typing in a requester name that doesn't exist,
New Report
I would like to create a report in SD 6 that will include the following: Status, creation date, technician, category, subject, Description and the most recent 2-3 notes that have been added. I am not sure how to do this. I have looked into making custom reports but cannot find where the Notes filed resides. thanks.
Defining Approval rules for Change Types
I want to create my own change types and determine if approval is required or not. I noticed when I submit a STANDARD change, it is automatically set to Approved. Where is this defined? If I wanted to create a change type called, "Enhancement", how can I made that automatically approved, too? In that same regard, I want to automatically add specific CAB groups to certain types of changes, so the submitter does not have to do it - themselves. A brief description of what I want setup is below. Normal
OpManager 64bit optimization?
What are the plans to have a 64bit version of OpManager? I would like to take advantage of the 64bit processors my OpManager server has and right now I have to run the 32bit Redhat 4 load.
How can we search or retrieve the Resolution Field?
How can I search or retrieve the Resolution field. I m trying to use this as knowledge base database. Thanks. Cheers, Echooi
Change Management? Am I missing something?
I downloaded and installed the demo, latest available version. I even checked the online demo. I see no such features as are listed in the product datasheet: ------------ Change Management Workflow * Initiate Change Request * Change Plans and CAB (Change Advisory Board) * Approval from CAB Members * Co-ordinate Change Implementation * Post Implementation Review * Change History ------------ My top "bar" of items includes: Home Requests Solutions Assets Purchase Contracts Admin Report Support Something
Change Request - Planning Tab
The four sections of the IMPACT TAB confuse me. Those sections are: * Impact * Roll out plan * Back out plan * Checklist Why is there a text section for "Impact", if "Impact" is a drop-down select box on the main change request form? Isn't a "Roll out plan" the same as "Implementation plan", in which there is a separate "Implementation" tab that has tasks and work log? What is the "Review" tab intended to hold information of? What is the difference between the "Problems" and "Incidents" tabs? You
Asscoiating Software
I'm trying to associate software to a workstation and as per the admin guide: "Associating Software License to Asset 1. From the software view list page, click the Software license name. This opens the Software license details page. 2. Click on the Actions tab -> Click Associate option to associate the software license to the asset. This opens the Associate page. 3. Select the asset from the combo box and save the changes. You can see the software licenses associated with the selected asset." I do
Unable to add snmp monitors
Opmanager build 7004 on CentOS 4 I am not able to add the SNMP performance monitors to one of my servers. I know that SNMP is working on the server because I had these monitors added once. I have others servers that I have been able to set-up these monitors without problems. When I try to added a monitor, like Free Disk Space in GB, it is already selected in the add monitors screen but I do not see it in the Performance Monitors section. I have also tried to unselect this monitor but each time I
Service Desk 6 and Service Desk 7 - Domain Scanning issues
We have both Service Desk 6 and are currently testing Service Desk 7. Domain scan - what does it use to scan the network - dns lookup? netbios name? (its trying to scan computers in one of our DNS zones - which dhcp registrations are not made to) In Service desk 6 when you look at the list of Workstation assets the workstation name is the computer name - and we can do on the fly scans very easily - i.e checking for software updates etc. but with Service Desk 7 the workstation name is the FQDN fully
Unable to install Hotfix 6010
I've just reinstalled ServiceDesk6 and made it use one of our MSSQL DB's, I have attempted to install the latest hotfix and it has failed. It appears to be trying to update mysql? I've read the next release of ServiceDesk will be out later this week is it worth waiting for it to be released? Kind Regards Chris Smith Westmill Foods Ltd
Restart SD via command line
Is there a batch file already or command line that I can use to restart SD? We are having issues with java.exe using 60% cpu after 5 days so want to schedule a restart which resolves the issue. I have a call open with the SD Support however have not managed to find a work around yet. Thanks Brett
Ongoing SLA
Hi - just wondering if anyone else has done this. We would like an ongoing SLA so that we can assign project or low priority maintenance tasks to that don't require a strict time scale. Has anyone else configured anything similar & if so what is the best way of doing it?
Failure: database exception while updating the database
Hi, I'm currenting using Version 7 of the product. I've gotten to the point where I've scanned all the workstations and users within my network, assigned the users to the workstations. Also, I've entered all the vendors. All the users, workstations, and vendors are unique. All the workstations are unique and everything reports, looks well. However when I go to update a workstation in any way I get the following error: FAILURE :Application exception while adding workstation. : The workstation is already
Hardcopy Configuration
Is it possible to create and/or print one's configuration? Not the data, just the configuration of the systems. thanks!
Network Scan Problems
Hi I'm trying to scan our workstations (mainly XP and some 2000) using 192.168.10.50 (ip's are assigned after this) but I've noticed (rather than scanning 192.168.10.50-254) that it is scanning into the 192.168.11... range. Is this correct or is this a bug? Also, it has failed to "successfully" scan any workstations :(. What am I doing wrong? The account used to scan these workstations is the domain admin account and I checked the laptop next to me, which had DCOM enabled (by checking the registry)
Global View Problem
I have added some extra call status, namely waiting for customer & in progress, however the Global view is not reflecting these status flags, only those ON HOLD or OPEN. Have I missed something when I added my extra status flags? Any one else use non standard status flags for requests . David
Service Desk 6 and Service Desk 7 - Domain Scanning issues
We have both Service Desk 6 and are currently testing Service Desk 7. Domain scan - what does it use to scan the network - dns lookup? netbios name? (its trying to scan computers in one of our DNS zones - which dhcp registrations are not made to) In Service desk 6 when you look at the list of Workstation assets the workstation name is the computer name - and we can do on the fly scans very easily - i.e checking for software updates etc. but with Service Desk 7 the workstation name is the FQDN fully
Do more with NetFlow Analyzer
This is a series of articles on how you could derive more value from the NetFlow Analyzer. As the name suggests, these articles/posts are meant to be readily useful to network administrators/managers in their work. If you think you have been able to use NetFlow Analyzer to address a unique requirement in your network, please feel free to share it here. Thanks in advance Raghu
How to change the ssh port?
I have one server , the ssh port if not default 22 . How can I do ?
Detailed report of web surfing for one ip address
I am evaluating the Firewall analyzer and I am trying to find out how to create a new report. I need a report that lists all the web traffic for a particular address during a particular time frame (yesterday, last week, etc). For example, a manager comes to me and requests a report of all the web traffic from Bob's ip address for the past week. I know how to filter a custom report by ip address, what I can't seem to find is how to report the details for where that ip address has been surfing. Thanks.
AD import employeeID
Hello, Except from using csv import for importing employeeID, I cannot find this with AD import within SDP+.
ServiceDesk Service Stops
I am having an issues with ServiceDesk Plus where the ManageEngine ServiceDesk Plus service keeps stopping on the server and therefore users loose their connections, if you restart the service then it will stop again after 5 seconds or so then try to restart itself and then finally revert to being stopped. The only way it seems to cure this so far is to restart the server. Any suggestions will be gratefully received.
E-mail Notifications
Currently we have all support issues going to ServiceDesk Plus. When a ticket is closed it automatically sends a e-mail notification. When somebody replies to the ticket is reopened. When we close a ticket that was generated by an auto response e-mail account it replies to the closed ticket notification and reopens the ticket and this continues in a long cycle. Is there a solution for this? Can we disable the e-mail notification on certain tickets?
service desk latest version don't run after installation
Hi, i've just install Service desk on a Windows 2003 with a Sql server 2005. i try launch the "servidedesk server" but it shows command prompt windows and then close it. Help me Kind regards Stefano
Internal and External Requestors
I am evaluating new Helpdesk/Asset Management software. I support external customers to our company as well as internal employees, and I would like a way to differentiate each. There is a 'departments' grouping, but that doesn't seem to be exactly what I want. Is there a way to add something like this to the forms for both assets and requests? Also, for helpdesk requests, is there any groupings for categorizing, which are then linked to sub-groups to further refine categories and so on? Like I pick
BEA Tuxedo Monitoring
Dear Team, We want to monitor Tuxedo using SNMP in Applications Manager. But we don't know how to do this. How to configure SNMP agent in Tuxedo? And how to add it in AP? Kindly please tell us the detailed steps. Your kind help would be much appreciated.
Updating a task assignment error
When i open a task and change the status to Closed the following tomcat error is displayed. If i look at the request view the changes i have made do go through...i also get a similar error when approving approvals. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.tasks.TaskUtils.updateTask(TaskUtils.java:420) org.apache.jsp.tasks.CUDTask_jsp._jspService(CUDTask_jsp.java:154)
More Advanced Telnet Monitoring?
Hi, we have some servers which we'd like to monitor via telnet, however when they crash they can still be pinged, as well as connected to via telnet. The only difference is that when they've crashed, the telnet connection brings up a blank screen - no login prompt is displayed. Is there any chance the telnet (and I guess SSH, by extension?) can be extended to be like the URL monitor, so that it looks for text returned by the connection?
Feature Request: Fuzzy date ranges in request filters
We need to be able to filter the list view by date ranges like "this week" "last week" etc, much like reports. Currently all dates must be specified which is much less useful.
routers and switch availability problem.
opmanager seems to be mistakenly identifying that some of my routers and switches are down. only some, not all. it happens to the same router and switches. i routers and switches are up and working but opmanager seems to set of an alarm and detect that its down. so how do i rectify this? thanks.
Unable to scan server / workstations in child domain
I am using SD+ 6.0.12 and I am having trouble scanning workstations and servers in a child domain. I have temporarily disabled the windows firewalls and I checked the boxes for remote dcom but the boxes still come up as unable or offline. I can ping from the server running SD+ to the workstations I am trying to scan by using the fully qualified domain name but SD+ doesn't seem to see them. This is a really urgent matter that I need to get resolved ASAP.
Notification options inconsistent
Some notification templates do not have the option to add useful fields. e.g. the Task notification can not add the actual "Created By" field. All fields should be available for all templates. It would also be nice if there were a template for Notes, and an option to email the technician on the closing of requests.
Permissions on announcements
Where in ServiceDesk Plus 7 do I add/change permissons for announcements? Can�t find it.
Abilty to link Requests
It would be nice if we had the ability to link multiple requests together. This is when they are for a similar issue but not similar enough to be merged or anything. This could be expanded to include dependencies as well in the future, where a request cannot be closed until another one has been completed and closed before it.
Customer request views
CUSTOMER SIDE: To be able to customize views just like support reps can customize views. Add customized filter. Add All Request view to the My Account Requests filter.
New Feature MONITORING
Monitoring Server: service, CPU, Memory, Disk usage, etc renato
Monitoring CPU, services, etc
Its possible usinf AD Manager Plus Monitoring, server: services,CPU, Memory, Disk Usage etc Renato
Account Alerts Not Working
Can anyone tell me how to use the Account Alerts? When we were running our tests, the alert would show on any request where the contact was attached to an account with an alert. Since 6005, i dont think it works! The manuals have not been updated form sometime.
Managing General Electric UPS with OpManager 7
Hello ! I'm try to use General Electric UPS (SNMP Card) with OpManager 7. I real all forums about how to add new type(template) devices to OpManager. I try lot combinations of configuration files? but have no sucess. On Snapshot window, on UPS Load and UPS Status i not see any pictures, even "NO Data Available" not see too. System: Linux Debian 4.0 I do - Step by step: 1. In Mib Browser i add MIB of my GE UPS. 2. I add New Custom Device Template 3. in Template i add new Vendor - "GE" , assign category
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