doubt
Tell me on which technology/ platform used for opmanager
Monitoring and Notification Profile Issue
Dear Support, I have just reinstalled v7 and applied v6 license file. Build 7004. Below are 2 problems encountered. 1. Switchport notification. I wanted to be alerted only when vlan interfaces are having problem. I tried to deselect all ports and select on specific ports in the notification profile criteria. After saving, I discover that all the ports are automicatically checked again. I am not able to select and save specific ports in the notification profile assigned. 2. The functions of custom,
View Restrictions
Is there a way to restrict access to a user to only servers located inside one group. If yes, can you tell me how... If no, please add it to the next release.
Solaris logon/logoff
I see in the most recent release notes a bug was fixed in solaris logon/logoff's. None of my solaris 9 or 10 hosts seem to correctly be reporting this so far. Everyone of the compliance reports still have "No Data Available" I'm new to the product so i'm not sure if these or scheduled or not?
Backslash (\) is stripped from messages
This is a Windows host. I am using 4.0.3 b4030. Destination host is windows 2003 server r2 sp 2. This might be mysql escape characters being stripped. Some logic might be needed
Can SLA bind to another date field instead of created time?
I insert an additional date/time field in the request called "Fault reported time" and will like SLA to bind to this new date field, instead of request created date. Is this possible? Cause I may not be able to create the request on the spot when fault is reported. And my SLA is bound to fault reported, not request created. Thanks.
Problem with SD+ Pro Version 7 Install
Hi all, I have been trying to do a fresh install of the V7 SD+ pro software, but have had trouble getting the ServiceDesk service to start. I have downloaded the V7 file from the website and run through the installation wizard on my Win2003 Server. It all appears to install smoothly, however crashes when trying to start the service after the install is complete. The server runs SQL2000, my preferred choice of DB, as well as the most recent version of Java. I'm getting 2 Error messages in the event
Download version 6
Where can I download the install for version 6? I have a "somewhat" working version of 6 and since the upgrade to 7 won't be available for awhile, I want to backup my current install and re-install as I seem to be getting some errors in my event log due to ServiceDesk and wrapper and a couple of things I was hoping a fresh install would fix but of course I didn't keep the original file used to install SD+ 6 Chris
Sending email failed Reason:530 5.7.0 Must issue a STARTTLS
I tried to set up mail accounts in both the General and Admin areas, but have had no luck sending any emails. When I tried to use pop.mail.yahoo.com or pop.mail.yahoo.com.au I got Sending email failed Reason: socket error. And then tried setting up another account with pop.gmail.com and got Sending email failed Reason:530 5.7.0 Must issue a STARTTLS command first k13sm1668484pyf I am receiving emails OK. I just can't send any! Any ideas what I should try next? Ray Bergmann
Feature Request: Custom Fields For departments
Hi All, We've been using service desk in our IT department for a little over a year and it works great. However there is one thing that is preventing our other departments from coming aboard: Custom Fields. Service desk offers them but once you add them, they appear for everyone regardless of what department. For example in the IT tickets, we have workstation as a Mandatory field. This doesn't apply to other groups like Logistics or Fleet Management. Likewise if Fleet needs a required custom field
Replying to email
Hello SD Plus, It would be usefull if when replying to an email that the history of the email is left in the body of the message. Currently its just a blank email which sometimes the user cannot remember what the conversation was about without having to refer to the older email. Thanks, Chris
Phone Central automatically opening tickets in SD
Hello, Web and e-mail generating tickets are great, but i've made several implementations in several customers and the main problem of adaptation to a tool like servicedeskplus is that users almost always prefer to use the phone to ask for help, making the transition period kind of dificult in medium to large scale implementations. If it was possible for somekind of "plugin" or "addon" to servicedeskplus that allowed it to interact with phonecentrals would be a great feature for most of my companys
Default request view for contacts
Currently the default view for contacts when the log on is to show all their requests. However for key contacts at an account it makes sense for them to see all requests by default as it can be hard to explain to them the difference and remind them to switch views when the logon. Is this something that can be easily modified somewhere?
Installation Error
What shall I do when I see this in the dblog after trying to install? I have SQL Express installed on the local machine. E:\AdventNet\ME\SupportCenter>.\jre\bin\java -cp .\server\default\lib\SDUtils.jar;.\server\default\lib\mysql_connector.jar;.\server\default\lib\jtds-1.2.jar com.adventnet.servicedesk.tools.ChangeDBServer stype=mssql host=localhost port=1433 user=sa password=xxxxxxxxx serverpath=E:\AdventNet\ME\SupportCenter ---- Creating Database------ Network error IOException: Connection refused:
HotFix 7001 Released
Hi, The hotfix 7001 for ServiceDesk Plus 7.0 has been released. For your kind note : This hotfix is for customers who are running 7.0 version only. 6.0 customers need to wait for the upgrade pack till next month. You can download this hotfix (7001) from download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_1_0.ppm Issues fixed in this update : * Change Tab not displayed in Non-English OS. * Requester's assets not populated in the New Request form
Prevent requests from being opened via email?
Hello, I'm evaluating ServiceDesk and so far I've been very impressed with it. One thing I'm curious about is whether users can be forced to open requests through the web portal, but still allow email communication back and forth between the requestor and technician? I'm trying to get our users to open requests with more detail. Right now they only open cases via email and I would like to move to forcing them use a portal for initial contact, and then allow email to be exchanged. So far I haven't
SLA Rule Criteria
Hello I'd like to request an addition to the SLA rule criteria. I'd like to have GROUP included in the criteria list as we run multiple teams of support reps. However currently we have send notifications to ALL reps whenever an SLA exception occurs. If we were able to filter by group I could create a rule for each group and thus avoid sending notifications to ALL support reps. I trust this is sufficient information to explain my problem. Cheers Jeff MacKenzie
Modify Request Due By Date
Hello I'd like to request support reps be given the ability to change Due By date as we have many projects that change due by date due to external delays etc. Currently this task can only be performed by reps with administrator status which means I have to grant administrator status to all support reps. I would much prefer the ability to grant this right independent of administrator status. Preferably via the Edit roles page. i.e. an additional tick box for requests. Many thanks Regards Jeff
Ability to change what icons are shown in a view
I'd like to be able to have the system send out a request notification to the contact, WITHOUT the green e-mail-icon being seen in the list of cases. In our organization, a green e-mail Icon means that the case is waiting for input from the customer and thus the engineers might not open the case, waiting for it to go red with a reply. Perhaps a simple tic-box in the config "Ignore system emails in lists" or something like that. I still want MANUALLY created emails make the green icon show, but not
SC+ not starting
We recently installed OpManager MSP onto out server and found that SC+ wouldn't start. We've since removed OpManager MSP and we still have the same problem. Any idea what we can look at to get this back up and running?
Moving the installation
I need to move the installation to another drive on the same server. Can I copy the current directory, uninstall and then reinstall the product and finally overwrite the new install with the old data?
Can't Change Problem Status
Hello, Servicedesk is no longer allowing me to change the status on requests. Once requests are changed to On Hold, they will not change back to Open. The web interface simply freezes and does nothing. I've read that others have had this problem with earlier versions. Any thoughts here? Build- 6011
Upgrade from V6 to V7
We own a 20 Tech license for V6. As far as I understand it, this entitles us to an upgrade to a 20 Tech installation of V7 Professional, however with unlimited Nodes. Is this correct? Do I need a new License file for this, and if so how do I request one? Or can I just run the V7 upgrade pack over my V6 installation and all will be good? And also can someone please confirm: If we upgrade to a 20 Tech license of V7 Enterprise, we only pay the difference in cost between V6 and V7 but still retain the
Time spent: 12h = 0h Bug (v6 and v7) ?
I create a time spent entry on a request and I say that the time (say, 1 hour) was spent at 12:23 (means midday + 23 minutes). The time associated with the entry becomes 0:23 (midnight + 23 minutes). I have detected this behaviour on v6 (6006) and v7-entreprise. Is it a bug ? If so, will it be fixed ? Guy
SD+ v7 Standard - service doesn't start after fresh install
On Linux, I exectute the installer. If I choose to evaluate the Pro or Entreprise version, it works correctly. If I choose to evaluate the Standard edition, the install runs fine but I can't start the service. It tells me to refer to log files but doesn't tell which log file. I have read all the log files I could find and there is no error message, just normal statements. Did someone succeed in installing the standard version ?
Use parameters on filters
We need to manage the requests by department and send an email to the person responsible once a month. I know we can do this by creating a custom view in the requests and send a custom report by mail but we need to do this for each department and that is not viable because we manage more than 60 departments. I think that the custom reports and custom views are a good feature but it should let us make it ask parameters at runtime. This way we would only create one custom view to show the pending requests
Syncronising / Caching Service Desk
Good day, we are installing SD7 on a client site and would like to "Backup/Syncronise" their database to our site accross a diginet line. Has anyone done this before or are there guidelines to do this.. all help is appreciated.. Warren
Shared categories in V7!?!?
I�ve ha d a quick look at V7 because the change control features are of interest to us (as a current v6 user) Unfortunately it seems that you are using the same category list in change control as you do the ticketing system. Like most users we use the ticketing section categories in the self service portal to drive business logic and make the user experience simple. The issue with sharing categories with the change control section is users will now see a whole raft of categories that are very technical
How to correct translation on SD+6
We have SD+ with Portuguese language and notice some lacks in the translation. Some things are still in english and other have a incorrect translation. We need to know if it is possible for us to correct this errors, and how. Thanks
Service monitoring options
What are the options for monitoring a non-microsoft service? I understand that you can use WMI to monitor Microsoft services, and you can monitor services that listen on a particular TCP port. Is it possible to monitor a 3rd party service that doesn't listen on a TCP port? A customer of ours has some services running on their servers that they would like to monitor so they know when the services go down. What are my options for this? Thanks.
Specify Starting RequestID
Is there any way to start the requests from a specific RequestID. We were using a different Helpdesk solution, and have now moved to SD+, we need to keep our RequestID's from the old system as they were used as order numbers with our suppliers. We need to start SD+ from RequestID ##8000##
Domain pass-through mystery solved
Okay, I think I finally figured out the problem with domain pass-through getting disabled. When SD+ first starts up, it launches your web browser to the login screen. The problem is that the browser is launched under the local SYSTEM account, which is generally reserved for system services and background processes. This account has no domain privileges, thus domain pass-through fails. Additionally, it appears that attempting to enable domain pass-through while running under SYSTEM does not work.
Active Directory Import of Requesters
I have schedule an import of Active Directory users for every day and Saved the Schedule. But my concern is, how will SDP know which OUs that I want to import from? When I do this process manually, I can select specific OUs. Will SDP know which OUs that I want to import from or will it import EVERYTHING?
Problems with Customizing Templates in Notification Rules
I am in... Notification Rules > Technician Notifications > Customize templates > E-mail technician on creation of new request (the problem occurs with all templates though) In the Message box I click the 'Insert Web Link' button and type in the URL of a website. After clicking the 'Ok' button, the address (or anything for that matter) is not displayed in the message box. Anybody else had this problem or is there a fix for this problem?
SD+ enumerating deleted workstations from AD
When performing a domain scan, SD+ is somehow finding AD computer objects that have been deleted and trying to scan them. They aren't objects in any OU (if I do a search on my entire domain, they don't show up...), they aren't in WINS or DNS. I'm not sure it's finding them, any why it's trying to scan them. Any ideas? SD+ 6008/MS SQL Christian
Instalation Problem
Hi I installed the trial version of servicedesk plus ver. 6 with mysql database after one week I uninstall it. When i want to install it again i got the error message which display there is already installed servicedesk I uninstalled it again via setup program and clean the registry But still got that error message
Restoring Database to 7001
Currently I am upgrading a new server to 7001, we have build 6008's back ups. During the restore it says the build is not compatible, is there a 600x that is? Thanks, Brad
Administrator's Guide for version 7
Has the administrator's guide been created for version 7 of ServiceDesk yet? Thanks, Carolyn
AD Authentication Without Importing
Is it possible to authenticate against Active Directory without having imported requestors. We are a part of a global AD and do not want to import all accounts, only those in our local region. Thanks for adding the ITIL components by the way. Your Enterprise version can now start to compete with some of the higher-end products out there.
Java VM problem (i think)
Hi I purchased SD+ a few months back through your UK reseller. I have had continuing problems with SD6 which the reseller has not been able to resolve. I have recently upgrade to SD7 and installed it fresh on a new server (hoping that my problems may have been hardware/OS related). However, SD7 has now failed with the same error that I have been receiving since I purchased the product. My log details from wrapper.log are below. Please urgently advise how I resolve this as we are all losing faith
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