Bug: Settings regarding contact creation
I have my SETTINGS set for: When a new request arrives from an unknown contact: Do not log the request However, when a user submits a request from the Self-Service portal, not logged in (because, their account doesn't exist), the solution not only logs the request, but it creates a CONTACT record for them!
LDAP attributes? Live Communications Server
i'm not an expert at LDAP but would like to add LCS settings to my user templates. Anyone know how?
Remote Control - How much bandwidth?
Can AdventNet support team show me: How much bandwidth that Remote Control Agent need to run (at least)? Can we customize the Color Bit Depth or anything to optimize the bandwidth to use this feature? Thanks so much for your support Zeratul
OpManager 7 for AIX memory Monitoring
Hi, Support Team Here have a problem about Memory Monitoring for AIX 5L V5.3. I used host-resource-mib->mib2->host->hrstorage->hrmemorysize to query the AIX's memory size. the dialogue box show me those. "hrMemorySize.0:2621440" this value only have 2.5GB. but my system is 3.5GB physical memory, normally should be 3670016. did i use the wrong mibs? or something i need to modify. by the way thx for ur support BR, Rino Yeh
Feature Request: Search functionality
In my tests, I created 5 tickets. Each of these tickets were "unique", in that they existed in different categories, different subjects, etc. The only common denominator is that they were all tickets for a particular "branch location". In order to allow our Helpdesk to search for issues more easily, I need to be able to search on MULTIPLE items and have the search filter in an AND/OR manner like Google does. For example, I can search for "printer" and find the 1 ticket that has "Printer Problems"
Bug: Global View - Unassigned/Overdue request link not right
In my evaluation, I have several tickets assigned to individuals, and several unassigned tickets. My "Requests by Support Rep" on the Global View is currently as follows: (forgive the ulgy paste) Requests by Support Rep Open OnHold OverDue Tech #1 5 0 0 Tech #2 1 0 0 Unassigned 7 0 2 Total 13 0 2 When I click on the "5" OPEN for Tech #1, it takes me to those specific tickets. Same is true for the "1" OPEN for Tech #2. If I click on the "2" OverDue for Unassigned, it takes me to ALL open requests.
Bug: SLA rulesets and subcategories
When you are defining rulesets in SLAs, if you add a "Category" criteria and click the "Choose" button, you are presented with a pop-up window that states, "List of Category". If you add a "SubCategory" criteria and select the "Choose" button, it states, "List of null" and shows ALL SubCategories of ALL Categories...which is a really, really long list. While this probably isn't actually a "bug", because the application doesn't know what category you've defined...perhaps this feature could be enhanced
Account Details - Website URL length issue
In our intended deployment, we are going to register our various Branch Locations as "Accounts", and associate contacts with those "accounts". We have an internal monitoring solution for managing the WAN connectivity issues. We were going to specify the URL to this site-specific monitoring page in the "Website" field of the Account Details. We were going to do this because when we created a custom Account Field, we could not get the URL to the monitoring page to hyperlink. The "Website" field hyperlinks
Bug: "Open Requests" doesn't show all open request
Consider the following example - you have 10 open requests. 2 of them are over due. If you select the "Open Requests" view, it only shows 8. The 2 that are over due (but still open) are not displayed. This is what I would consider a big oversight. Over due requests are STILL open requests...just...overdue. When I want to view ALL OPEN TICKETS, I also expect to see my ones that are over due. I realize you could create a custom view that includes "open and over due", but the standard views should be
Editing multiple requests not being handled correctly
I have several requests that are assigned to a GROUP. When I select all 5 (for example), and assign those requests to a SupportRep, the GROUP is set for "Leave it as is it", but when I select a SupportRep and save...the group that was assigned to the requests is blanked out. Likewise, if I (re) edit those same 5 requests and (re) select the GROUP as "Network", with the SupportRep being set as "Leave it as it is", it blanks the SupportRep out upon saving. If you don't change the GROUP and the SUPPORT
Problem with links in webPortal
Hi to all, it seems that when using sd/SolutionsHome.sd I do not have the link panel , only the title is shown
Ports associated with RPC server
I am having a problem accessing to computers within a domain and it is giving a RPC error. Do any one knows what are the ports to be opened to let computer be scanned. Thanks
Difference between OPEN and PENDING requests
I don't understand the difference between an OPEN request and a PENDING request. Please elaborate. Thank you.
Moving SupportCenter
Hi Guys, We have installed supportcenter on our remote hosted web server, as a recent power outage at the office caused us problems. I have installed the latest trial version from the web, and applied our licence. When I start the server, it gets half way along with the progress bar, disappears and then the SC icon appears in the system tray. Go to click it and it also disappears. Any ideas anyone??
Webportal
How do I set up my own website home page to use your webportal thats in the settings page. All I seem to be able to get is the main customer log in portal page. Also is there anyway to replace the main "paper men" images on the background to the main log in page so that the site looks more customised. I know I can put my own logo on there but would like it to be better than it currently is.
Howto reseed the Case ID?
Morning! We'd like to re-seed/renumber the Tickets, so that we can match the numbering up with our current system. How difficult would this be?
Network Scan: Kills one PC
Out of 53 or so workstations, mine always errors when a scan is conducted. "Generic Host Process for Win32 Services has encountered a problem and needs to close..." After which, the PC auto restarts as the PDC or whatever service has stopped/crashed. Any idea why this is happening and how I can stop it, it's only happening on mine, an HP Windows XP Professional, it is the only one of it's model, but we have other HPs and all are Windows XP Pro.
JavaScript Errors
Greetings! I'm in the process of testing SupportCenter Plus for our company needs, and this system is definitely much better than what we currently have. Everything seems to work fine when we're connecting in a LAN environment. However, when I try to access SupportCenter from outside our LAN environment, I frequently get Javacript error messages. For example, I cannot log out due to said errors. The error details shows as the following (I changed the website name): Line: 1 Char: 2 Error: Object expected
TFTP server?
Hi, NetFlow Analyser seems to start up a TFTP server. Why is this? What's it used for? It messes things up if you're running it on the same box that you send router configs to! many thanks, alec
Tips & Tricks - A useful bug in Request Filters
Normally, you can only create a request filter with various Filter Sets that are either all AND or all OR. You can't mix and match AND/OR conditions. When you click the repective, "Match ALL of the following (AND)" or the "Match ALL of the following (OR)" radio buttons, it applies the AND/OR condition to ALL filter sets. It would be prefered that the toggling of AND/OR was possible on a per-line basis of the filter sets configured. I have found a bug which allows you to do this. Assume you want to
alerts from event log analyzer
Is it possible to generate alerts from eventlog analyzer that a particular server added to the tool is down . In other words if the tool is not able to contact a particular server, is it possible to generate an alert
Making overdue requests change colour
Hello, Is it possible to make any overdue request change colour to say red, so they stand out in the request list? Cheers.
Defficient recovery option
Hello I made a backup few days ago with the 6001 version (because of a re-install of windows) but the recovery data with the backup doesn't work. All my support service is blocked because of a defficient recovery option. I need a reparation of the database ASAP (i have sent you a message with logs 2 days ago and i still have no response : i'm afraid that you forget my request. It's not an option) Best Regards
Email Speratic Retrieval
When submitting tickets via email to the system they are not all being taken. We are running SD 6 (6008) and have been recieving emails fine but for the last week submissions have been reported and the system is not receiving the tickets. Please assist
Default permissions for Solutions
When I add a new Account it is given permission to all solutions by default. Can I change it so that it give permission to no solutions by default? I don't want some users to accidentally have access to solutions that I don't want them to see.
Cisco VPN Concentrator 3000 wrong oid
I have added two Cisco VPN concentrators 3000 and after two days of monitoring, I cannot get any data apart from network interfaces utilization. So, I have checked oids used for Memory,Cpu and active sessions and they are oids for Cisco Pix 501, no wonder they not work with Concentrator 3000. Is this a bug? I have thought that Concentrator 3000 was supported "out-of-box" but it seems not. Is there any solution apart from creating custom rules with right oids? Devices are set correctly with SNMP.
Editing a field causes request to become bold
Edit any of the quick-edit items in the request. Then when you look at that case in the listview, it shows up as bold, inferring that the engineer responsible for that case should look at it. It should not do that, or if anything, it should not do that when the engineer that is assigned to the case makes the change. perhaps only when the customer makes a change to one of those fields from their interface.
Notes not in Print Preview
Hi, since upgrading to v6, I cannot get the notes added to a request to be printed in the Print Preview. Can this be changed or am I missing something.
Schedule Report includes resolves the DNS.
Now my schedule report only includes the IP, But i think the name is the better. is it possible? could you help me? Thanks a lot.
Availability reporting & ICMP polling
Hi there! We want to collect data regarding the availability of certain devices, so that e.g. a chart of the last week's availability can be created. The check of the availability has to be done with an ICMP ping. What is the best way to do this?
SupportCenter 6006 available !!!
Hi All, The 6006 hotfix is now available. This hotfix CAN BE APPLIED OVER BUILD NO. 6000,6001,6003,6004& 6005 You can download the hotfix from here : http://manageengine.adventnet.com/products/support-center/service-packs.html The features added& issues fixed in this release are available here : http://manageengine.adventnet.com/products/support-center/sp-readme.html The complete download (Windows & Linux) is available here : http://manageengine.adventnet.com/products/support-center/download.html
SOFTWARE
Can Some one suggest this software is also helpfully to monitor users
Swedish (And other languages) in outgoing emails courrupts
As we have previously stated, we have a problem with our outgoing emails to customers hotmail-addresses gets all the Swedish characters (������) garbled when the customer reads his mail. We've been told that this was in the pipeline for 6001, but it seems it's not yet implemented in 6004.
Login details on login page
Hello, I would like to know how to make the window �Login details� disappear on the identification page. When clicking on the small cross it does disappear (under Firefox but not IE7) but if one connects again, it reappears. How can I make this useless window (really useless) disappear for the rest of my life? Regards
service desk plus operation time
Is there any way we can cater the operation timing for the service desk application in such a set up (e.g. from Monday to Friday, operation time from 9am to 5pm and on Saturday is from 9am to 12pm)?
LogCollector keeps stopping
The Log Collector keeps needing to be reset on my eventlog analyser system. I have 50 servers set to capture their logs every 10 minutes and I keep finding the LogCollector needs to be reset (Orange squares beside all the servers). I reset the log collector and it seems fine for 10-20 minutes and then crashes out again. The service that keeps failing is sysevtcol. I'm running the latest build of eventlog analyser on a win2003 SP1 HP Server.
Netflow Analyzer 5 show only IN Traffic on Ethernet Port
Dear Friends, I have installed Network Analyzer 5.0 for managing my Cisco 2600 Series Routers. I am facing problem that my routers Ethernet Ports on show IN traffic only but not show out traffic on these interfaces, please help me to resolve this issue that both way traffic can be analyze. Regards, Nadeem
Only in-traffic, nothing on out-traffic on NA6.0
I'm testing the NA 6, I found out there is a problem with my cisco 2620 xm Router, there is only one fa0/0 interface, When I enable ip route-cache flow on this interface, I can only see the in traffic, and 0 on out traffic, but on my other cisco 2600 routers, the same configuration and same set up, I can see both directions traffic, the only difference is they have other interfaces but all of them are administratively down except Fa0/0. I don't know where is the problem. Thanks
6.0 Demo
will the demo site be upgraded to 6.0 at some point????
Question on Due Dates for Categories/Sub Categories
This is really an "SLA" question, but I don't think it's possible in the product with the current features. I want to define SLAs (and, ultimately, due dates when new requests are entered) based on the Category/SubCategory. For example, if a user/Helpdesk tech submits a new request and it is an "Internet/Email" (cat/subcat) request, it will have an automatic due date in 3 days. If they submit an "Internet/Outage" it has a due date in 2 hours, etc. I'd like to establish pre-defined due dates based
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