Can't send out emails
I'm pulling my hairs out on this one. I've tested my smtp login and password using outlook so I know my account works and my credential is correct but yet it won't work with SD. I get the vague error: Could not sent mail notification to tommy. Please check the System Log Viewer for further details. System log: Exception while trying to send notification for self-service access details to tommy Mail sending failed. No SSL enabled on email account. Tried both imap and pop with the same result. Please
Add ability to change due date on request screen
I like that you can check a request and hit "edit request", and I really like that you can do this with multiple items. But I would love to be able to edit due dates that way. It would also be nice to add notes, etc to multiple requests. Thanks!
Can't get scanned machine back after deleting it!
I'm currently evaluating ServiceDesk Plus professional version 7 and have come across a problem which I cannot find the solution to. I scanned our network using an IP range (Network Scan) and it picked up most of our machines but couldn't scan some of the workstations for various reasons. As a test I deleted one of the machines from the Asset list and re-scanned the network using the Windows Domain Scan. After the scan had finished, knowing that the machine I deleted has an object in ADS, the machine
Required Timespent
If I have timespent as a mandatory field before closing where do the techs enter in the time spent? Its got to be easy i just can't seem to find it. Thanks!
Opmanager7 custom infrastructure views
Hey, We just applied the migration pack for V6 -> V7. All seems fine with the new features but i have a problem with the custom infrastructure views: For alarm escalation reason, i need to have all my servers in different infrastructure view. So i create 3 infrastructure view and call them "view1" "view2" "view3". I move my servers from the default "Servers" infrastructure views to the 3 new ones. Here is the problem: I move a win2003 server to my custom infrastructure view and then im unable to
creating an announcement or alert
how can I create an alert, that shows up for everyone logging into the service desk, requesters and technicians? say, we are having an email problem, is there a way I can put that alert so that it shows up in the service desk, and possibly any request associated with that will be grouped together and can be closed together?
Category List can only View 10 entries ??
Is this just me or is it not possible to view any more than 10 entries within the Category List - (Items) I have made it compulsory to enter Category, Sub Category and Item to create a request but when i administer the ITEM Lists I can only View 10 in alphabetical order Is this an undocumented feature something i have done? Regards Heath Beardwood
Version 7 _standard_ evaluation not working
Hi, I downloaded version 7 and I am evaluating it. I had no trouble testing the Entreprise version, but the standard version doesn't work. I install it from the same executable, the only difference is when I choose to evaluate the standard version instead of the Entreprise version (professional version works too). Each time, I get this message when I try to start the service: Server is starting. This may take a couple of minutes ... Failed to start the server. Please refer logs for more details Normal
SD6 MySQL Issues
Since we're having problems getting SD7 to work on Linux, we've got version 6 up and running, but having some issues with the database... We have an instance of MySQL already running, and if we try to start ServiceDesk we get the following message: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unable to start MySQL server on port 3306. Please free the port. So I stop my existing MySQL Server and start ServiceDesk, it works fine. I want ServiceDesk
Quote # field in PO area
Is there a way to add fields in the Purchase portion? We would like to be able to fill in the quote number, so that when it is e-mailed that information is contained in the e-mail.
Netflow export from Cisco 4948
Would you please help me in configuring my Cisco 4948 for netflow export? IP route-cache flow is not an option on the VLAN interface that I am trying to export from. The following are the available options. #ip route-cache ? cef Enable Cisco Express Forwarding policy Enable fast-switching policy cache for outgoing packets same-interface Enable fast-switching on the same interface <cr> Thanks...
Windows Mobile Replies to a ticket create a new ticket
Hello, We are currently using SC+ Build 6007 and the email functionality is great as we have no one based in an office, it is all field people. Everyone has their email going to a Sprint PPC6700 phone with Windows Mobile 5. Whenever we reply to a ticket from the phones it instead creates a new ticket. This is very annoying as many times I can reply to a ticket while in a meeting or at lunch to simple requests or merely to advise the customer when I will be contacting them. I do not know where to
Survey Summary Report error
Afternoon, When running the Survey Summary Report, I receive this message in the Query Editor: 'FROM_UNIXTIME' is not a recognized function name. This is MS SQL 2000 SP4, Windows 2k3 Server. Thanks!
Feature Request - Hide the Quick Add/Search Side Panel
Evening! Unfortunately, at the office, I do not have a wide-screen monitor. This means that with the information I have displayed in the 'Requests' Windows, I can't quite see the full width of the information. Would it be possible to hide the left-hand side-panel? I figure this would work a lot like Expanding/Hiding conversation items when viewing a request. Thanks, Matte
Feature Request - Global View Reports
Would it be possible to make the reports/graphs available from the 'Global View' tab available within the reports section? Thanks, Matte
Feature Request - Hide users from the 'Support Team' Tab
Evening, We have several adminsitrative users (ie. VPs, Managers) who we really don't want listed within the 'Support Team' tab. We have a core team of ~5 people, and the other 15 are tertiary/support for us, but still require access to SC+. Would it be possible to add a flag for new Support reps to allow them to be permanently hidden from view within the 'Support Team' tab? Thanks, Matte
Is there a way to brand in the products HTML?
<title>AdventNet ManageEngine SupportCenter Plus</title> As a bookmark this is not a good summery, it should reflect the entity of the corporation it is servicing Also the associated favicon.ico is something I would like to change to match the associate corporation. Thanks
Case creation via email
Would it be possible (in a future release), to allow emails + requests to be received by SC+ (via email), but not create either the Contact or Case until they are approved? Cheers, Matte
Revert to Default Colour Scheme?
Evening! I messed around with the colour scheme for the customer portal...and...I messed it up -- it looks REALLY ugly. Is there a way to revert to the default colour scheme? Thanks
Send Login Credentials to Users + Customers
If a user already exists within SC+, but had not had login details created for them -- is it possible to send (or re-send) the credentials to them from SC+? Thanks, Matte
SC+ Database within a MS-SQL instance
Evening! We finally purchased SC+ today! I'm very glad to have implemented this solution.. however, one thing that I did not test during my proof-of-concept phase, was deploying SC+ on a MS-SQL server *instance*. When we attempt to change the DB server to our Production SQL box, within our Production instance, it fails. We receive a message indicating that it is an unknown server name. MS-SQL instances are defined within a connection string like so: ServerName\InstanceName Soooo, if I attempt to
Notifications -- $TicketOwner?
Evening! Quick question - within the notifications area, is the $TicketOwner the 'Requester' (customer), or the Support Rep assigned to the request? Thanks, Matte
No Infra Structure View found with this name
When I look at any of my views I get the following message: No Infra Structure View found with this name Can anyone assist?
Migrate 6 to 7 from old to new server
Hi, I have server running version 6 of Opmanager and I have build a new server which I have installed version 7, new I would like to migrate 6 to 7 what do I need to do. Can I just same how backup the database and move it across (I don't think so). Thanks.
Temp directory is Huge - OPManager 7
Hello, I just see that my TEMP directory under OPManager tree, and it is around 1,8 GB (I installed OPManager 7 to weeks ago). There are 58000 xml files (1-10 KB each). What are those XML files ? Can I delete them ? Is there any way to shrink automatically those files ? (the OPManager shutdown and re-start does not delete them) The fact is that since I 've hotfixed (7004) the OPManager (yesterday), no XML files were created. Thanks, Regards. -- Olivier
Service Monitors and Server Availabilty
Is it possible for OpManager to be configured so that the service monitors have an impact on the server availability stats. i.e. MSSQL service goes down therefore the database server availability should be down until that service is back up again.
Registering OPManager - Discovering devices
Hello, I installed OpManager 7.0 and received a license key by email (license for 5 users OpManager Premium edition). I have two questions : * With which extension may I record the license file. I've try with .txt and .doc and i received the following msg : "Please enter a proper license file". * I can't discover devices using CDIR. I receive the following msg : "Seems to be a problem with CDIR discovery. Kindly use range option ... Regards
Rotating Map/Dashboard
I would like to have a dashboard view displaying constantly on a screen in my office. Is there anyway to make the screens change ie go from servers to routers to desktops etc to help avoid screen burn?
Updating a case should not Notify members of the group
Evening! When I update a case's Level/Priority or change its Status, it currently sends out a notification email to all members of the group. It should not do that -- its annoying.
OpManager/ManageEngine Products questions
First question: I would like to know if OpManager can access Windows perfmon counters either VIA WMI or SNMP? If OpManager can not, is there any product ManageEngine has that can? Second question: Can OpManager or another ManageEngine products act as a center alarms managing tool. Example: HP Insight Manager is reporting a hard drive problems. Instead of HP insight Manager report that to a person directly, can it send an alarm to ManageEngine product to manage alarms. This way we only have to go
OpManager 7 Licensing
Hi, We currently have OpManager 6 within the environment and due to the server getting to the end of lease, have now got a new server on which I would to install OpManager Version 7. What is the license requirement to get this completed. It is clear that I cannot install OpManager 7 with the version 6 license. Please advise... Thanks
Survey reporting, getting an idea of how we're doing?
Hi chaps, we've recently started to use the user survey feature and are struggling with the reports. users get a survey each time a job is closed, the survey has 3 questions, each with a max of 4 points, so each survey can have a max score of 12. What we'd like to do is create a graph report for each week/month etc showing how we're doing. I.E if one week all surveys came back with scores of 12, we'd be 100% that week. likewise if another they came back as all 6 we'd be 50%. how can we graph this?
Upgrading 4110 to 4112
We currently use Adventnet ServiceDesk v 4112 and I have been asked to upgrade to the latest version. I am Building a test version I have found http://archives.adventnet.com/service-desk/ helpful in finding software versions however I cannot find 4112. Helpdesk provided a link that fixed this. "Thanks for your email. You can find the below link to download ServiceDesk Plus Version 4112. Take this link to download the PPM to upgrade SDP to 4112; http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_4_1_0_SP-12_0.ppm
No description when fetching mails
Hi, I have a problem that sometimes no description is added to the request even though the customer has written one. I have tried to figure out when this occurs, because it does not occur always, but failed. From the same customer I have got two requests where one contained the description and one didn't. I found the following in the logfiles for the request that was created without description. Any ideas why this occurs?? Regards/Helena From logfile: |: Processing mails from 1 to 1| [10:11:20:749]|[09-11-2007]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[23]|:
Announcements to Customers
The Announcement feature is great, but not very friendly. The feature seems to only be able to send notifications to customers if we send to an email. Where the emails are already stored within SC+, would it be possible, when creating an Announcement, to allow us to send the update (or at least the link) to all current users/customers within SC+? This would be a great feature. Thanks, Matte
Manifest for the Next Hofix?
Evening! Thanks for informing me today that the 'can't delete requests,' issue is fixed in the forthcoming hotfix. This is good news for us! Can you inform us all of the planned features/fixes in the coming Hotfix? Thanks, Matte
TimeSpent Reports
Hi, I like to make two reports. 1. TimeSpent Report per Technician per Day 2. TimeSpent Report per RequestID Can anybody help me with this? thanks in advance, Jeroen
Initialize the database
After I am done testing and learning the system how can I initialize the DB before I go live? Thanks, Nick
Assigning Tickets by email address
We will be using the service desk for multiple locations. Each location has a different email address they are using right now. Once we all start using it we will attach those email addresses to the pop account we are using. I need to find a way to assign tickets to different technicions or locations depending on the email address it is sent to. How would I acomplish this? Thanks, nicholas
Next hotfix for V7?
Any idea when the next hotfix for V7 might be coming out? It really bugs me that categories aren't sorted! (and the other items I have been told that are scheduled to be in the next hotfix would be nice as well) If anyone has any workaround for sorting the categories I won't be too impatient. I didn't think it would bother me that much, but it is really annoying.
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