Customize Report emails
First off, I am very impressed with the Netflow Analyzer program. I was wondering if there was a way to customize or add text to the email reports either in the email or PDF versions. Thank you,
Requester - Additional Fields
When adding adding Requester - Additional Fields to my form they do not appear in the requester details when saved. Is there anything I am missing? We are using v7.0.0 (7004) Thanks in advance. Guy
AD can not full import
during import AD, if user under 5 levels groups, they can not import for example, a user name tony, the group sturc is ABC Co,-->China Sub Co.-->Shen Zhen Unit-->Sales Dep-->Sales Team A-->Tony he can not import, it seems the program don't scan the group under 4 level. please help.
use another syslog than the one provided with fw analyzer
Hi all, I'm evaluating the product for my company. The server runs on a host on which there is already a syslog-ng running. I'd like to keep my syslog-ng on this host if it's possible, but I don't know how to tell firewall analyzer to read the logs from a file instead of trying to bind the 514 port. is it possible or shall I use another port for the syslog from firewall analyzer anbd set syslog-ng to forward a copy of every syslog message to that server ? thanks pkc
Personalize Case Report
Hi, when Im going to print a case ticket (a report of an specific ticket) there appears a lot of info I dont need, is there a way I can personalize this inform/report/print? I want to add a Logo and restricctions comment. Thanks I add an example of what I want to personalize.
Email responses to tasks assigned to non technicians
Hello, Could anyone assist me to set up efficiently getting tasks assigned to non technicians? I am setting up a template for a New Joinee and want to assign the task of setting up a desk and furniture to a non-licensed technician. By creating a technician from an "Office Manager" requester and removing the log-in, I can get a task assigned to an Office Manager and an email notification sent to him. The licensed technician who has been assigned the request can cut and paste the new joinee information
Alert when MB limit reached.
Hi, I want to know if its possible to configurate an alert when someone in my intranet reachs a limit of MB sent and received. For example, when an IP accumulates 100MB of download from protocl HTTP. Thanks
ServiceDesk Add-On for AppManager 8 (latest build)
Hopefully someone can help me here. I am trying to setup the add-on in AppManager 8 for the ServiceDesk utility. I enter the server name, port, login details and email address details, press test connection and save and it immediately comes up with the following message: Unable to fetch values from ServiceDesk Plus, The server might not be running or the network traffic may be too high Both ServiceDesk and AppManager are running on the same computer. Any thoughts on why this would be happening? Regards,
Custom filter view to show unassigned cases not working
Hi, I am using version - 7.0.0 Build 7002 I have created a new custom filter view that is using the following options; 1. Request status is not closed, resolved, development fixed AND 2. technician is not simon, robo technician This view should basically show me all my open, onhold, waiting for customer, development, etc cases plus any unassigned cases The problem is when new cases are automatically created by someone sending an email it makes the technician field set to 'none'. As you see in step
List report for Group and Role members
I would like to see some administration reports available in SDPlus. 1a) I need the ability to see what SDPlus GROUPS have technicians as members in a report and 1b) I need the ability to see what technicians belongs to what Groups in a report. 2a) I need the ability to see what SDPlus ROLES have technicians as members in a report and 2b) I need the ability to see what technicians belongs to what Roles in a report. or could you at least show me the SQL query that would give me the data. Thanks --pete
URL Monitors
I am evaluating OPManager for URL Monitoring. I a RoadRunner connection and a PC that I am using to monitor our webhosting environment (so I am outside the firewall). As a result OM is understandably not discovering any devices. Question: Is OPManager a good product to use for only URL monitoring, or is it overkill? Seems like it has a lot of other things built in. I added the URLS under Admin - URL Monitoring -- but there does not seem to be any way to tie those to notification profiles. (unless
Unable to Install
2 Different Machines, 2 different NFA packages. root@ubuntu:~# ./ManageEngine_NetFlowAnalyzer_CentralServer_5410_linux64.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ...................................
OP7 Reporting Options
With Opmgr-6 we were able to produce reports that offered a "Time Window" option of either 8am-8pm or 24hrs and I added a 6am-6pm window which allowed us to report on meaningful operational SLA metrics. With 7 that is not a convenient option as we have to setup the report and then select the old data 6 option. This had been a reasonable approach but since we migrated from MS-SQL to MySQL (last week) we are unable to get meaningful data using the 6 option. Any idea how we can get that data now? We
Updating template threshold critical problem
When updating threshold through a template somehow, then applying the change some how all thresholds are configured as on of the monitors. e.g. I set free disk space threshold to < 5 rearm at 7, and num of process to > 150 rearm 120 After applying the free disk space threshold become the values of the num of proc. Please help Lahav
AuthenticationFailure : .1.3.6.1.4.1.311.1.1.3.1.2
Hello, New to the product, it has been working for a week but this morning I get this message. AuthenticationFailure : .1.3.6.1.4.1.311.1.1.3.1.2 SVRREXFAX1 Hardware: x86 Family 15 Model 2 Stepping 9 AT/AT COMPATIBLE - Software: Windows 2000 Version 5.0 (Build 2195 Multiproce I cannot find any reference to it in the product help files so am wondering if anyone here can help ? Scott.
Bulk SNMP monitor - Need OID type setting
I am polling a current value (i.e. bigip current connections on a certain VIP). I also use MRTG (bought OPmanager this month) with the "guage" option so it graphs the value returned and did not turn it into a rate. It matched the BIPIP web client performance graphs perfectly. How do I force OPmanage v7 to do the same. If this is not available it should be!
Changing User Password without Agent
Hi, We have purchased Password Manager with the idea of using it in our enterprise. We need the capability to change a user password in LINUX without an agent installed. Here is and example of the situation. 1. Say we have a userid on a Linux computer named Bob. We want to change the password on Bob using the Password Manager. 2. We login to Password Manager, find the resource (computer) and expand to see the user Bob. 3. We then click on Change Password (keys) which opens the Change Password dialog
Query for machines based on associated user email addresses
Hi there, I really need a query that looks for 'Microsoft Office Standard 2003' installations Machine name associated users email address users logon name I am running version 7 for this query Many thanks in advance
Strange Behviour with Report Graphs
Afternoon, When I run a report, including all cases within the system, I receive this weird graph: any clues as to why that big white space is there? Thanks, Matte
Custom Reports lose schedule
Custom reports that we created in version 6009 suddenly lost their schedule when we moved SCP to a different server, and we haven't been able to save the schedule since. It just dissapears whenever we try and set it again. I saw there was an issue fixed in v6500 relating to reports, but this hasn't fixed our problem. Any ideas?
Export ccount Contacts
Is there a way to export the account contacts once entered. I ask as we have our contacts entered, and now want to create web portal id's for them, and if we could export the list into MS Excel or a CSV file, we do the changes and then re-import. Please help.
Error in the Backup
Please, When I try to back up, the following screen appears. What could be? I have tried to verify the settings and have disk space. The version of the program is to 6500, but long before as 6007 was no longer doing backup.
Colour code priority requests?????
Hi Can the fields be colour coded? I would like to be able to set different colours for my various different priorities of request? Thanks in advance
SupportCenter 6500 Restore Database Failure
Hi Support, I have tried to move my existing system on to a different machine this evening. Here are the steps I have taken, we are using MYSQL On the existing machine I updated it to the latest release, taking my version from 6009 to 6500 I downloaded the latest release and put this on the new system. I checked, and this version matches my 6500 of my existing system. I started up the new version on the new machine to check it was ok before restore and this worked fine. I ran a backup using the backup
Microsoft plug-in not working??
As I am importing contacts through Microsoft Outlook plug-in, get the error "Error while parsing response from Support Center". Can you help so I can get these imported. Thanks, Peter Ambitech Engineering
we need to limit the schedule that the technician can effect
we need to limit the schedule that the technician can effect login in supportcenter plus. has as to configure this?
to visualize products in login of the users
to visualize products in login of the users. It needed that when the users made login with its accounts, visualizes all the products and details of exactly. the visualization was of form allowed it that the customer has complete access to the products and equipment
Current install instructions with MSSQL?
I am not a SQL admin and so I am trying to remember how I got SC+ running on my current server so that I can set it up on a new server on a remote host and move the database to that. The SQL instance on the new server is a named instance and I cannot get the install to create a database. Is there a guide or FAQ soemwhere? The documentation for SC+ is for version 5, time for an update! :) I really need step by step instructions for what how I need to setup SQL for SC+ and what to put in the SQL settings
java.lang.OutOfMemoryError: Java heap space
Can anybody tell me how to increase the virtual memory allocated to Support Center Plus. I have run into the following error when trying to upload a 150MB file to a new soltion. I have found on the internet that this can typically be corrected by increasing the amount of virtual memory with the java -xmx -xms command variables when launching your applications. Can anybody confirm this or tell me how to solve this issue. HTTP Status 500 - --------------------------------------------------------------------------------
Contacts and Rep being confused by SC+
We have several Reps with the same names as Contacts. When i select the contact when creating a new request the Product field is populated properly based on their account products. I save this and everything seems fine. I needed to edit the request, and noticed the product list was now empty and there was nothing there. Checking the database, SC+ had used the SupportRep's UserID in the RequesterID column rather than using the Contacts UserID's almost suggesting that SC+ is matching on Strings for
Retain email header when emailing help desk?
We found out that when a request is replied to by sending an email from an email client - you can not see who the message was sent too in the conversations section. If we want to document communications, it would be nice to see who else the email went too. Thanks again.
New notification - closure of tasks
It would be nice to have the ability to auto-notify the technician assigned to a service request when a task under the service request is completed. I don't see how to auto-notify on that, and closing tasks doesn't seem to mark the request as unread or anything. So figuring out that tasks have been completed under a particular service request is sort of a guessing game. Thanks!
Add note when making assignment to technician
I would find it useful to be able to add a note when I assign a request to someone. This could be optional, but I'd love to be able to give extra information, why I'm assigning, etc, without the need to create a note separately.
assigning to more than one tech
Would it be possible to have the option to assign the same request to more than one tech as some tasks we take on need more than one person
Drafts
Hello, Is it possible to add a draft solution when creating a new request, like the draft option when creating a new response to an already created request (button save in the response window + link "edit the draft") ? Thx for holding me informed
Library for checking out equipment
I'd like to see a component that would be able to check-out and check-in assests. We have several laptops and projectors that get used each week and would like a way to track who has what, when it was checked out, checked in, history of usage, etc.
ServiceDesk Plus Speaks Your Language
Hello, I've been evaluating your software for a week now and my firm is really considering buying it after my presentations ... but there is one huge setback. There is no Bulgarian localization of the product. This is where are i turn to you for help. Is there any planning for a Bulgarian translation ? And if not is there a way that I translate the program to Bulgarian so that my firm can use it ? - If yes i would gladly donate the translation for any other use. My second question is about the Dictionary
Automatically purge backups
I like that you can configure service desk to perform a backup. I'd like to be able to have it purge automatically backups older than x days, or only keep the past x number of backups. That would be really nice.
Disable the creation of ticket
The problem is : you gave a web access to customers but some of them created tickets without reasons so, will it be possible to disable the creation of ticket for some of them and let them just to see all tickets created by us for the customer concerned ?
Problem with scheduling and CPU 7004
Hello.. I am running Win2003 server, SQL 2005 Std, SD+7004 ML, All on the same physical machine. I have two issues.. 1. Java.exe and mssql is constantly chewing 80-90% cpu.. Anyone have the same problem? 2. Scheduled jobs don't work correctly. Reminders do not occur and scheduled scans don't run. When I do a manual Domain scan it seems to run fine, but it stops at 100%, saying 614 of 615 workstations scanned. I have a feeling that these two problems are connected somehow.. All the assets are added
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