Report - Requests by Department
I have two sample requests in my running demo. Both are for the same department of "T550". When I run the Requests by Department report, the following bar chart is presented: Requests by Department Generated by Chris Schear on : 11-28-2007 14:47 Total records : 2 Created Time : From 11-26-2007 00:00 To 12-02-2007 23:59 The horizontal axis reads, "Department", with a count of 2. It doesn't actually LIST the department by name. If I had 500 tickets in my demo, all assigned to 30 different departments,
Where should feature requests really be posted?
I've noticed that there are four places to post feature requests: 1) the general forums, where they seem to get the most attention 2) the feature request forum 3) the feature request form on the support page in the SDP web interface 4) the roadmap site - where they seem to get very little response Can you please let us know where we can post feature requests to get the most attention and feedback? I have a large number of pent up requests from my evaluation phase, and if i'm going to submit them
Request "Created By" wrong in email
First of all, I'm quite dismayed by the level of poor quality assurance testing of this software and am convinced every AdventNet product should be considered advanced Beta software. I continue to find a lack of attention to detail in almost every feature of ServiceDesk and SupportCenter. The straw which broke my back this afternoon is the Notification Options for requests. I have the following configured: Alert Technician by Email when a request is assigned I logged in as a Technician and created
Internal Server Error after applying Hotfix
Hi There We are a user of OpManager, and until now have had not had any problems with it. This morning, we applied the update �AdventNet_ManageEngine_OpManager_6_Upgrade.ppm�, which worked ok, then we noticed the hotfix �AdventNet_ManageEngine_OpManager_6_0_SP-0_2_0.ppm� After installing we now get the following error when trying to access the logon screen. Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the
Question on autocloseing of requests
I have autoclose enabled with a 1 day timer. I set a request to RESOLVED and in 25 hours it was changed to CLOSED. When I log in and look at the closed ticket I see the following in the yellow status box: ----- Close Accepted : No ----- What does it mean to "accept" a close? How does one accept it?
Monitor Switches and PC's
If I have a switch that only uses 1 port, and that port is running I don't want to be notified that the other 23 are not being used. I would rather not un-manage those other ports because something may be plugged into that switch later and then I have to remember to put the monitor back on for that port. Thanks for any help. Similar for PC's I don't want to be notified if the user turns their PC off. If these ideas are possible that is great, if not please let me know and I will stop pursuing the
Monitor Retries
Is there any plans to implement a function that makes it possible to configure the number of retries a monitor in a device can fail before its considered as down? Or is it possible in some way already? That would decrease the number of false alarms drastically. Thanks in advance Regards /Johan
Internal web address question...
Right now everything is running fine, but to access the helpdesk we would go to: http://helpdesk:8080 I would like to be able to access it by going to: http://helpdesk Is this possible? Thanks Keith
Feature Request: Changes to the quick request entry area
When we want to do quick entry we need more than the three fields provided, but not all of the fields on the full form. At least the option to either auto-self assign tickets or have the technician field in the quick create area is essential.
Feature Request: Complex Request Filters needed
Right now filter criteria are either all "and" or all "or". We are having difficulty getting the views we want with the current options. For example: ( (tech = TECHNAME) AND (status!=CLOSED) ) OR (tech= UNASSIGNED) Goal: To show all of "my" tickets which are NOT closed (yes if open, yes if on hold, yes if waiting on 3rd party, etc), AND to show all of the unassigned tickets, in case there are any I need to be aware of (AV conf support requested in 5 minutes, no one assigned, etc). This is slightly
Notification Profiles
I created a notification profile under the "Run System Command" option. The command calls an .exe I made that sends out an email: C:\send_email\send_email.exe There are 2 check boxes under the command string that say Err Append and Append. What are they for? I thought they would append the error as a command line parameter. Well my program reads in any command line parameters but it is getting nothing. Can someone please tell me how to get the error message appended to my command string. Thanks.
New Custom 'Summary' Report; how to create sub-reports.
Version 6.0, build 6012 I do not see any of my reports available when I try to create a Summary report based on sub-reports. How do i create a sub-report 1. Click reports section, 2. Click summary report, 3. Inventory module is the only option not grayed out, 4. Click proceed to report wizard, 5. None of my custom reports are available. Thanks Jack
Editing Request Type
Can request type be edited in the same manner as most other fields on request form? If not, does request type have an impact on how the request is stored, or processed?
Server migration problem
I am planning to migrate my SDP from linux to windows2003 i use backUpData.sh then shutdown the new SDP run restoreData.bat but it returns: Could not extract the backup file. Please ensure you have given the correct file. both SDP over linux and window2003 is 5.5.0 whats wrong with that? pls help me
Alert configuration
Hi, is there a way to limit the number of alerts that are sent out on an individual server basis? I can see the option within the Action/Alert Setting part to untick the option for Execute actions repeatedly if the Monitor is down (until it is up). But this appears to be an "across the board" option and I just want to change this for a handfull of monitors. We have some alert receivers that want alerts constantly until the issue is fixed and some who don't. pls help. Thanks :D
Editing fields with merged requests
Hey All... We've had a couple of issues when we merge 2 jobs together, and after they are merged try to edit the individual fields doesnt save the changes made. i.e changing categories, technician etc. Is there something not happening that is supposed to??
Restrict REPORT access for technican by GROUP
We are running build 6010. We have a requirement where different technican can only access information for the GROUP assigned to them. By doing this, we create a ROLE for each technincan, and specify 'Request technican can view all in GROUP and assigned to him'. This seems to work for REQUEST but NOT REPORT. What we observed so far is when technican go to run the reports, it will show ALL and NOT just GROUP assigned to them. We are not sure if this only happened when the REQUEST do not have any GROUP
Cannot scan all workstations with Windows Domain Scan
I'm trying to Windows Domain Scan in our domain so I can populate all the workstations. However before I scan it doesn't display all the folders from Active Directory, only some of them. I check the Office folder so it'll select all subfolders hoping it'll detect all workstations. However when I scan, it only detects workstations from the Wilmington folders. I have about over a 100 PCs in the Charlotte and Raleigh sites together. Something seems to be wrong with how its trying to recongize the workstation
About SDP SLA
hi, I just wonder how SLA works in SDP. I create a rules in SLA but it seem's that there is no pending request on me althought i see it in over due. How does ot works? Is this only work as notification thru email to a technician? Thanks.
Contact Number and Department fields are not populating...
When filling in a New Request... Under Requester Details, using the name lookup function withing the Name* field(i.e. type a few letters of the name it provides you a selection of names to chose). When you choose a name and there is no associated workstation(i.e. No Asset Available) it will not populate the Contact Number and Department fields. It does work fine when there is an Asset associated to the user. We only associate workstations to departments and not to users. Build 7005
Internet Explorer 7 error
When requesters try to submit a new request, upon clicking the �Add request� button a dialog box pops up with the message �exception : [object error]�. This is only happening with Internet Explorer 7, IE 6 works fine. Other forms such as the log in page run fine. We are running ServiceDesk Plus version 6.0.0, Build 6000 and IE version 7.0.5730.11 Thanks for any help you can offer
Escalation Email to Reminder?
Hi! Is it in anyway possible to have information used by email escalation to be inserted into the addressee's Reminders? Just on the off-chance the addressee does not read his/her email ;-) your comments and help are greatly appreciated! rgdz, Chris
No software link
I have build 7005 but I can't see a Software link on the Assets tab! Is there a problem?
Fortigate event messages are blank
It appears that FA is not able to parse the event message text into the event summary report. It provides a count and the message type as I can see I have two critical message and it has the IP address involved but it doesn't display the text. Therefore, a critial system level event could occur and I am unable to be notified of it!!! I checked out the Fortinet on your own demo site and the same thing is happening. You have over 27,000 events without any message text. When can this be fixed?
Purchasing
I want to begin using the Purchasing functions of Service desk to track purchases and create Purchase requests for our department, as well as printing off the purchase orders from ServiceDesk and turn them into our purchasing people. Our CFO won't let us do this unless we can change the header to say Purchase Request instead of Purchase Order. I believe his intention is to avoid confusion in our purchasing department. Is this possible?
Remove Exchange or MSSQL Monitoring
Hello, is there a way to remove MSSQL or Exchange monitring from a server without deleteting the server and re-add it? Thanks in advance Marco
Import Category List from CSV, XLS
Category List can be imported from a csv or xls file. This is useful to mass adding of categories, sub-categories, and items.
Hide recipients of software notifications from each other
Introduce the ability to send the e-mail software notifications blindly to recipients so they don't know who else has the software installed. Also add the facility to copy the e-mail to another person(s) At present all recipients of the notification see who else got the e-mail, and you don't want to accidently tell the person in accounts to uninstall the latest music screen saver at the same time as the Head of Finance, the hassle factor for the service desk operative and embarrasment of the HoF
Remove the node license feature
Rethink the way the product is charged for, removing the need to license based on items in the asset register. The model introduced for V7 may be good for adventnet but is less desireable for the end customers of the product. If it must be asset based , then restrict the count to Workstation type devices, ones where the tool adds significant value by being able to log in and collect data about the item. It does nothing for a USB attached printer for instance so it shouldn't be counted. Some would
NO TRAFFIC IN AND OUT AT THE SAME TIME
We have a problem here, we cant see in the netflow analyzer console the traffic IN and OUT at the same time in any one of my interfaces, would you help me with this, please? Im attach the command show ip cache flow with the screenshoot of the problem! Thank you!! sh ip cache flow IP packet size distribution (228880310 total packets): 1-32 64 96 128 160 192 224 256 288 320 352 384 416 448 480 .000 .417 .098 .047 .019 .011 .040 .007 .006 .005 .007 .005 .003 .002 .002 512 544 576 1024 1536 2048 2560
No charts with MSSQL database
Hello, today I installed OpManager 7023 on a new machine (Windows Server 2003 R2 SP2) with MSSQL 2005 Enterprise SP2. But I can see no charts in Overview, Network and Servers. If I switch to mysql database all charts are displayed fine. If I switch back to MSSQL 2005 the charts are missing. Thanks in advance, Marco
OpManager MSP 7...when?
Hi, We are an upstart who have purchased the Opmanager MSP 6 software, we are very close to putting some customers online with the MSP software but were wondering if version 7 was coming out soon? I would prefer a fresh v7 launch rather than a v6->v7 upgrade... any news on the release date? Thanks
mysqld_nt has stopped working
hey i'm using vista os and i've installed q enginge 6.8.2.0 and after this orange icon appear in the desktop tool bar i receive a meesage saying "mysqld-nt.exe has stopped working" could anyone tell me the reasons plzz?
Active Directory Import
I am having trouble importing users via Active Directory. It appears that SOME folders in AD are not visible through the import wizard, while others are. I am able to import userrs perfectly for the folders that are visible, but can't seem to figure out how to get the other folders to show up! Does anyone have any ideas?
Editing closed requests
Once closed, the request must be documented and preserved to future audits. To improve the credibility of this process, tickets that were closed, should not be editable. If a closed request must be edited, these must be reopened (only for authorized technicians - these technicians should have specific roles in them credentials); after been reopened, the technicians can edit them.
Maintenance Windows in Operational Hours setup
8) I know its asking a bit much, but if the operational hours setup had the ability to assign a standard maintenance window, this would go a long way to ensuring changes were applied during the window and also that the users would know when systems may not be available. Even in a 24x7 environment.
Notification Rules using Role assignments
In TrackIt we used groups to assign notifications so that items did not get missed when assigned to single individual who is on vacation or special project. It would be very positive if we could use this same concept in SD+7!
Device not adding into central server
Hi there I seem to have a problem where a device I added (Astaro Firewall - Linux) is not discovered on the Central server but is on the probe server. I don't seem to have any other problems with other devices from this probe. I did however had to rebuild this probe as I had problems withthe Apache web server. the probe was running fine until the web server could not start. Could there be a possibilty of exisitng entries in the central database for the firewall device.
Cannot change IP address of any Cisco PIXs
I am having the worst trouble changing the IP address of a Cisco PIX device I manage. We were having this trouble with the 6010 build so I upgraded us to 7023 and it still does not take. The issue is the Cisco PIX firewalls we manage. The PIXs have an IP address on their outside interface that we monitor. Occasionally that IP address will change so I have to go into OpManager to make the change. When I edit the IP address, the change will appear to have taken place and all looks well until the device
MSSQL - Performance monitor not polling or seeing databases
I am running MS SQL 2005 Enterprise on a Windows Server 2003 cluster. SQL is configured on Port 1280 which is NOT standard port, I wonder if this has anything to do with my problem ? OpManager is not polling, and cannot see my databases. But it CAN see my SQL instance name. I have tried monitoring both the host server and the sql virtual instance but neither will work. When I add SQL performance monitors... Click on the MSSQL Named Instance that you want to configure. --> TSFMS (Shows my SQL Instance
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